Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/03/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BEWARE of apparent Fraud and Predatory Practices by True Blue Moving Group, LLC of **********, *******, hereafter called ****.We were originally quoted a total of $4621.60 for the move what was the equivalent of a Studio Apartment (actually a One Bedroom, but no bed, chest of drawers or bedside tables). I had forgotten a couple of items and called back and got a new Estimate/**** of Lading for $5232.50 This was in line with other estimates we had received and so we paid a deposit of $1881.00 by credit card and booked a pack up date of either the 28th or 29th of May, 2022.We were supposed to have our total broken into three payments. Deposit, Pickup, Delivery. More on that later.Without calling us, the packers showed up on the 27th and said that they were there to pack us and move us. Well, we were certainly not happy with that, as we had given two dates, as they had specified. The packers came up to the apartment and looked through all the rooms to make sure they had the stuff they needed and that it looked the right amount etc. They also indicated that we would be the first pack and load of the day, so we should see them fairly early.On the 28th, they did not show up on time and we called the Driver/Lead. He said that they decided to pack someone else first in another location. We raised the roof, and they reluctantly agreed to come to us first.On arrival, they said that someone had stolen their packing supplies and that they had to buy more and began the sob story.After packing up and loading 80% of *************., the Driver/Lead said that we had way more stuff than was on the original estimate/bill of lading. He then said that it was almost DOUBLE what we had told the sales/scheduling person at **** at the beginning. He said we could agree to the increase, with a new Bill of Lading and cost OR they could unload it all on the street. His excuse was that he was only a contractor and could not fix anything. He also continued the sob story about how much work it had been and hinted that if they did not get a good tip, they would not be incented to take good care of our belongings.I complained to the corporate office/Manager at **** and they said there was nothing that they could do, because the packer/mover was a contractor and not them.We were already incredibly stressed and out of time, so we agreed.This brought the estimate to $10,279.00!! a MORE THAN DOUBLING of the original estimate.More predatory practices ensued at this point. The Driver/Lead went through a bunch of garbage about how much he was taking off of the bill for this that and the other thing, so it was so good NOT.Additionally, at this point, the Driver/Lead also insisted on CASH payment or a Postal Money Order and of course that is the same as cash. I called again to the corporate office and even though we were previously assured we could use credit card or a check, they said again, nothing we can do, as the packer is an independent contractor. In the end, we went to the bank and got cash before they closed and paid over $4K in cash. I insisted on him signing the documents showing receipt of the cash.We were told multiple times, that our shipment was going to go in a small truck direct and that this is the best way for it to not get damaged. However, we had put Apple Tracking Tabs in some of the boxes and saw that they unloaded the shipment, across the bay in ********, ********** and there it sat for over a month.We called multiple times to **** and then to their consigned shipper, Movers and Packers Relocations Specialists out of ********, to pressure them to finish the shipment. We were promised dozens of times that they were checking with dispatch and would get back to me. They NEVER called me. I always called them.Eventually, we were told that the shipment was being delivered on August 19th. Then the next part of the saga begins, where another independent contractor delivered our household goods to a storage facility where we met them.As they opened the back of a rented truck, we see our belongings and immediately knew that they were almost totally destroyed.In the end, it was another insistence on CASH and no credit card or check allowed. This is obviously a tactic to prevent you from cancelling charges or checks due to their gross negligence. Additionally, even after the original shipper/****** said we could keep the few, old blankets used (we insisted on this as the items were going to storage) and said he put it in the documents.So, at the end of this sad tale, is that we paid a total of $9,611.00 plus about $1K in tips (supposedly for taking good care of our stuff!).Bottom line: We paid over $10K to ship a studio apartment amount of household good, a total of **** miles. ** add insult to injury, we also paid that exorbitant, predatory figure AND had over $30K in damages through their and their agents gross negligence.Move size: 1 ******************** cost: $10000

• Initial Complaint

  Date:02/01/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company was hired to move us in-state. i went over an inventory of our possessions with at least two different representatives by telephone prior to the move. I disclosed everything I possibly could about what we were moving. They calculated a cubic foot measurement based on our conversations. I do not know how to calculate such a measurement and assumed they had computer software to do so. We agreed on a price, and i allowed them to draft a payment deposit of $2,449 from my checking account. I later paid an additional $1,700+ by credit card but later disputed that amount with my credit card company and they did not challenge that. On the day of the move they sent some guy from PA and a helper who looked like a migrant with two small U-haul trucks to load up our large home full of possessions. The guy immediately demanded more money and informed us that it would take 2 trips with the two trucks to accomplish the move. The guy had no credentials that he would show us but i did take his picture. He wanted an additional payment of $8,000 in cash in addition to the $5,900 balance we were already prepared to pay. After a discussIon, the guy refused to load us for the agreed price and left. We knew we had been scammed then. The moving company refused to refund our $2,449 deposit even though they knew they were in breach of contract. I cannot find my emails regarding this matter.

• Initial Complaint

  Date:12/13/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reference No: D5023604 05/21/2022 Failed to receive call back from The Blue Moving company, my stuff is in their storage.Left several voice mails and written several emails. Suffering without my stuff.Thanks, *********************** ************

• Initial Complaint

  Date:11/07/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted with this moving company to move a relatively small amount (14 boxes, 3 chairs, 3 rugs, 2 floor lamps, and 3 pieces of art) from Washington to ********** for an estimated $2886.25. This quantity was well below their minimum, but I was willing to pay to make this relocation easier. I also boxed all of the items myself. When the movers arrived, they collected the items from my apartment. They backed up the truck to the door, walked 10 yards to the elevator and then another 10 yards to my apartment. This distance was also originally shared with the salesperson and he said I would only have to pay $75 for the use of the elevator (included in the quote). The driver informed me he was charging me an extra $425 that need to be paid in cash upon delivery because of the amount of steps to/from the truck. I disputed this and noted it on the paperwork. I then called the moving company the next day to raise the dispute with them. They investigated and came back to inform me the $425 was NOT for the additional steps, but rather for the use of the elevator. I informed them I am already paying for the elevator and how can it be this much of an added cost. I asked for a rate sheet to see how these costs are determined, and they didn't have one. I told them this appears to be fraud if you are lying to me about the costs and keep trying to collect a random amount that is a significant amount above the contract. The moving company was not helpful and eventually admitted to me another company is involved and it was them who came up with this costs and True Blue would not help me. This 'second company' was never disclosed to me. Both pick-*** and deliveries were made in rental trucks. Both drivers demanded cash payments and could not produce IDs that they were employees. For delivery, no one called until the day of delivery and I was informed if I don't pay the additional $425 in cash, they would hold my items and I would have to pay $1000 to get them released.

• Initial Complaint

  Date:10/21/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired True Blue Moving Group for my long distance move from ***** to *******. There have been numerous issues from the beginning when I paid for the move, but since receipt of my household goods on September 9, 2022, they have refused to refund for items not used with my move that I paid for. Originally I paid for 50 boxes at $15 per box, for their movers to pack up my house. They only used 17 boxes. I was told by my salesman at time of purchase that if they do not use all 50 boxes, I would be refunded for the unused amounts. I should be given a refund for 33 boxes at $15 each box ($495) but they refuse to refund me. At time of delivery, the driver noted on the inventory listing the two items we were missing, along with only receiving 17 boxes. I was refunded at time of delivery for the packing materials that was not used to properly move my tvs, mirrors, and china cabinet, but was not refunded for the boxes not used in packing my household items. Ive spoke to ****** and ***** from True Blue Moving Groups customer service department and neither one was able to get me in touch with a Supervisor or Manager that is able to resolve this issue. The movers they hired out of *****, One Eagle Transport, did not pack my house per our contract and True Blue Moving Group is liable for their contract agreement with me.

• Initial Complaint

  Date:10/20/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  RE: True Blue Moving Group ************************************************************************** Phone: ************** Website: https://truebluemovinggroup.com/This was a scam! There were 4 payments with different dates and methods. The last one was cash. We agreed on a fixed price of $ ****** with discount to $13,500 if the truck was only 90% full (and it was only 90% or less) with other terms and conditions that were not followed either. In order to pick up last minute and after they picked up my belongings they held them as ****** against signing different papers and requesting a payment double than the agreed one: $27,605! Even delivery was a nightmare with unscheduled delivery day and dropping items on the driveway. More details and evidence can be provided once requested. I also have a witness during the price negotiation and final deal.

• Initial Complaint

  Date:10/20/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired True Blue Moving Group to complete my move from *********, ** to **********, ** in August 2022. The moving specialist never disclosed that they were a broker and I was told that True Blue was a moving company that would be handling the entire move. The salesman assured me it was an easy move because True Blue owned storage warehouses close to both ends of our move. True Blue was provided with full details of our move including a detailed list/description of every item, they refused the need to come visually inspect and do the quote in person even when I requested that. I was quoted at **** cubic feet and ~$****0 for the move. This was clearly a purposeful underestimation as I had nearly double that that needed to be moved.On the day of my pickup a third party moving company arrived, hired by True Blue. This company lied to me about my cubic footage, charged me for empty space in the truck, and charged more than double my original quote. I was charged for **** cubic feet of storage, and upon delivery all of my belongings were moved into two storage units (10'x20'x8' and 10'x10'x8') totaling **** cubic feet, with plenty of room to spare. Delivery drivers confirmed my storage was approximately **** cubic feet, but were unable/unwilling to adjust any prices.Customer service at True Blue told me they would reach out to the third party moving company to help rectify the situation, however, after supposedly speaking with them they are not willing to adjust the price or refund any of the cost. Despite True Blue hiring the third party, they are not willing to take any responsibility for the situation.Based on the reputation of the third party moving company I would never have hired them myself and had I known True Blue Moving Group was only a broker and not a moving company I would not have hired them.True Blue offered me $500 "compensation" as a result of the "miscommunication," however, I have yet to receive the check that was supposedly sent.

• Initial Complaint

  Date:10/07/2022

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked through True Blue Moving group in June for a delivery date of 10/3/22. They made promises and told me things were included that were not. They will not answer my calls or emails. I just want my stuff!!I was quoted $2700.00. I had to pay $5700.00 - $1,843.22 went to True Blue Moving Group. The remainder went to the moving company ************* Movers which I have also placed a complaint against. Neither company is returning my calls. I just want my stuff . I work remotely and this is messing with my livelihood. True Blue Moving Group LLC ************************************************************************** Phone: ************, Customer Se DOT #: ******* MC #: ******* ************* Movers ************************************************************************ ************ CS ************************** ** DOT No. ******* ICC/MC No. *******

• Initial Complaint

  Date:09/12/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hired True Blue to handle my household move from ****** ** to ********* ** after spending 2+ hours on the phone with their sales consultant and carefully detailing the size of my house, all contents, and services desired. I received a binding moving estimate of $15,860. I paid by check a $7,600 deposit once we agreed to timelines. The movers arrived at my house and proceeded to tell me the move would cost $39,557 instead. They said I had more things than expected. I replied that everything was detailed with their agent and I was not responsible for his errors. After many phone calls there was no movement on their part. Additionally they were demanding to be paid in cash 1/2 upon loading and 1/2 upon delivery. I felt completely trapped without options and explained I could put some on my credit card but I did not have that kind of money on hand or available. I asked for my deposit back since they were not fulfilling our contract. They refused as it was past the date I could cancel. Though I explained that I was willing and even anxious to proceed with our contract the only thing they would consider was a $3,957 discount. They left. I am frantically looking for moving options but out $7,600 to this bait and switch fraud. Throughout this process I was only allowed to speak to customer rep ******* Though I asked for her supervisor I was told the supervisor had been briefed and was unavailable. Nicoles number is ************* The salesman was ****. He gave me his direct number ************ but when I called it on moving day the recording said it was unavailable. His email is ****************************** After this happened and I reviewed fmcsa.dot.gov site and learned this company had neglected to give me two things as required by licensure- info that they were brokers and the fed consumer pamphlet. PLEASE HELP ME GET MY MONEY BACK! This happened in ******* Moving when I can to *********************************************************** I am available to discuss as needed.

  Business Response

  Date: 09/14/2022

  Dear Ms. ***************** would like to apologize for any miscommunication that *** have occurred. In the initial booking, you did not provided us with an itemized inventory for the estimate, but instead requested a full 26 foot box truck which holds up to **** cubic feet. Our estimates are based off calculations per cubic footage being used on the truck. During the ***************** call, we attempted to go over the estimate in greater detail with you to ensure that the estimate was accurate. You did not want to make any changes at that time. Additionally, full packing service was not included on your estimate. During the verification call, we went over this with you and also informed you of the packing that would be required by yourself to ensure that there were no additional fees for it on the day of pick up. While cash is one of the accepted forms of payment, there are other payment options available as well. All payment options were explained to you through email, during the verification call and during the pick up confirmation call.  On 9/10, we were notified by the ******* assigned to the jobsite, that your goods exceeded the cubic footage listed on your estimate. We were also informed that your goods had not been packed and you would require the crew to do a full packing service for you. Both the additional cubic footage and the full service packing added to the total cost of your move. We attempted to work with you on the day of pick up and were able to get your balance discounted by $4000. We also arranged that you would only need pay the amount you had already made the cashiers check out for on that day. You would be able to pay the remaining pick up balance on a later date. Our customer service representative and management tried to reach you by phone to resolve these issues with you, but all calls were sent directly to voicemail. It was communicated to us by the ******* that you were canceling on site. Again, we attempted to reach you to discuss this, but all calls went unanswered. I have included section 20 of our terms in our contract for you to review below which states that refusal of service on the day of pick up forfeits any refund of the deposit. If you would like to discuss this matter further, our customer service department would be happy to assist you. 

  Thank you

  True Blue Moving Group

  20. AS THE CUSTOMER, I AGREE THAT ANY REFUSAL OR DENIAL OF SERVICE, EITHER VERBALLY IN PERSON OR OVER THE ****** WILL BE TREATED AS A LATE CANCELLATION MADE OUTSIDE OF THE CANCELLATION WINDOW. I UNDERSTAND THAT NO REFUND WILL BE ISSUED IF I REFUSE OR DENY SERVICE ON THE *** OF PICK UP. IF I CLAIM THAT SERVICE WAS NOT RENDERED I MUST PROVIDE NOTICE OF ANY SERVICE FAILURE MADE BY TRUE BLUE MOVING GROUP., IN WRITING TO ******************************************. TRUE BLUE MOVING GROUP., WILL NOT BE REQUIRED AT ANY TIME TO PROVIDE PROOF OF SERVICE DENIAL. THIS WILL BE THE CUSTOMERS RESPONSIBILITY. AS THE CUSTOMER, I AGREE TO THE APPLICABLE TERMS AND CONDITIONS RELATING TO PICK UP AND DELIVERY DATES DETAILED IN SECTION 14. I AGREE THAT TRUE BLUE MOVING GROUP., DOES NOT HAVE THE ABILITY TO OBTAIN SIGNED DOCUMENTATION VERIFYING A SERVICE REFUSAL. AS THE CUSTOMER, I AGREE THAT **********************., WILL NOT BE REQUIRED TO PROVIDE PROOF OF SERVICE IN THE **** OF A SERVICE DENIAL OR REFUSAL OF SERVICE. TRUE BLUE MOVING GROUP., RESERVES THE RIGHT TO RETAIN THE DEPOSIT OF THE CUSTOMER WHO VERBALLY REFUSES OR DENIES SERVICE WITHOUT WRITTEN DOCUMENTATION.

• Initial Complaint

  Date:09/12/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1) They booked me with a bad mover and then they doubled my original quote 2) They did not disassemble my furniture even tough they said they would and ended up charging me more for the space it took up. I had to pay 7K more. 3) They stole my PlayStation 4) They said the piano was included in the original quote and then they ended up charging $600 more at pickup 4) They lied and said I would have full value insurance but that was not true 5) They did not accept credit card since they are scammers and are afraid you will dispute the charge 6) In my case they schedule the move with a 3h window, they called an hour before and said they could not make it and that they could show up 3 days later.7) A bunch of my items got damaged, like my lamps.

  Business Response

  Date: 09/14/2022

  ******************,

  We apologize for any misunderstanding during the process of your move. As we have discussed in previous conversations, there was an increase in cost on your estimate due to additional items being added to the inventory. You have acknowledged this fact in your emails. Basic disassembly was included on your estimate. On the day of pick up you had called our customer service department to ask that some additional items be disassembled. The representative spoke with both the ******* and the dispatch department to ensure that those items were disassembled. The piano was included on your estimate to account for space needed on the truck. The additional charge was a bulky fee and packing for this item. There was also additional packing charges for several other items. Your estimate did not include any packing materials. During the verification call you completed with our customer service department, we did go over what packing was included on your estimate and the packing that would be required by yourself to ensure that there were no additional charges at pick up. This verification was signed by you on July 5th. We have reviewed all calls that took place with you and our team, and at no time was it ever stated that full value insurance was included on your contract. However, during the verification call, we did inform you that there was the option to purchase additional insurance if you would like to do so. We have previously emailed you the contact phone number to call regarding the missing play station and to start the claims process for any damages that occurred in the process of this move. We have also compensated you $500 to help offset any additional cost to your total price. If you would like to discuss this matter further, please call our customer service department and they will be happy to assist you

   

  Thank you

  True Blue Moving Group

  Customer Answer

  Date: 09/19/2022

   
  Complaint: 18015778
  

   
  Complaint: 18015778
  
  I am rejecting this response because:
  
  Complaint: 18015778
  
  I am rejecting this response because:
  
  
  1) I was instructed to NOT disassemble any furniture by the sales rep as well as the online moving guide from True Blue because they said the movers cannot assemble it back if I do it myself. When the movers came they refused to disassemble even the most basic furniture. I called True Blue and told them about this, they tried to talk with the moving people onsite but they refused to talk with the "brokers" They said that the brokers lied to me just to get me on the books and that they don't disassemble furniture and that they will have to charge me for the extra space. I tried to disassemble as much as I could while the movers were packing but overall a lot of furniture stayed assembled: 
  For example in the pictures attached:
  1) The baby changing table is 4 screws to disassemble they just wrapped it and it needed up costing, at the rate they were charging (**** per cu foot) this is 2ft by 3ft by 3ft x $**** = $112 . The table itself did not even cost that much. Overall if you add up the cubic footage of all the furniture they did not disassemble my original estimate would have covered the space needed. They charged my an additional 7K for space that I did not need if they told me to disassemble the furniture ahead of time and not lied to me. I request that I get back all of the extra cubic footage charge that was added on. If you want a list of all furniture that was not disassembled and could have been easily disassembled like the table in the attached pictures I can provide that.
  
  2) They lied to me that my piano would be put in a WOOD crate for protection. They just wrapped it in blankets. This was a pure lie to try and get my business. Please have them send the audio tapes of our phone calls and I can point out where they told me that.  
  
  3) They added $600 marked as "piano" in the attached picture of the invoice. I asked the sales person specifically if there would be any extra charges for the piano. He said no since it would be considered just another box in it's wooded create. Please have them share the audio files so I can tell them exactly where they made this lie. 
  
  4) They also lied about full value protection just to get my business. Please have them share the audio files so I can tell them where they lied.
  
  
  Sincerely,
  
  ***********************
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/27/2022

  Dear ******************

  As we have stated previously, any additional items that you requested to be disassembled, we were not made aware of. We did speak with the carrier's dispatcher directly, rather than the *******, requesting that they disassemble the items you had mentioned in the phone call made to True Blue Moving Group. Your estimate did not include any packing materials for the piano. The additional cost of $600 was for packing and bulky fee. We have listened to all of the recorded calls between yourself and True Blue Moving Group and there is no phone call in which it was stated that you had full value protection included on your contract. During the verification, however, you were given the option to purchase this additionally and provided the website to do so. There are no audio recordings to share stating otherwise. 

  Thank you

  True Blue Moving Group

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 18015778
  
  I am rejecting this response because:

  You obviously did not listen to the audio recordings since it was very clear. Can you send the audio files? 

  I was told that all my basic furniture would be disassembled. I requested that the movers do this and they said they would not. Then they charged me for a lot of extra space. Since you guys lied about the fact that they will disassemble my furniture you should pay for the extra space. My estimate is about $3000 that you owe me but if you would like I can take exact measurements of all the pieces that should have been disassembled. Oh and I don't accept credit card payments so please send me a cashier's check or money order, or you can also pay with cash. 

   

  Please let me know when you send the money. 

   

  Also don't forget to send the audio files.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/05/2022

  Dear ******************,

  As we have stated in previous responses, at the time of pick up had we been made aware of the additional items that you were wanting disassembled, we would have been able to contact the carrier's dispatch department and request that they do so. We have also listened to all recorded phone conversations between yourself and our team, and at no time was it ever stated that you had full value protection included on your estimate. During your verification call, however, we did inform you that you had basic valuation protection included on your estimate. At that time you were given the option to purchase additional insurance and provided with the link to do this. There are no audio recordings to share that state otherwise. 

  Thank you

  True Blue Moving Group

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18015778
  
  I am rejecting this response because:

  please share the audio recording since I know you are not telling the truth. I know what I was told over the phone. Also I did call the help center during the move and told them that things were not being disassemble and the agent was not able to help. They still continued to wrap all the furniture without disassembley. So please send me the cash or money order for the extra space used. Don't forget to actually send the audio files this time and not just say you listened to them.

  
  Sincerely,
  
  ***********************