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:06/01/2024

  Type:Sales and Advertising 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.

   
  Complaint: 21789286
  
  I am rejecting this response because they are lying and we have evidence. We were told a cashiers check would be acceptable, and so we prepared a cashiers check for the amount we expected to pay based on the original estimate. In fact, when the movers originally arrived in *******, we paid that installment with a cashiers check and the additional cost they strong-armed us into paying with a personal check. We were told over the phone the same would be acceptable upon delivery. When they arrived, they rejected the payment and told us we needed to get a money order. When I insisted they accept the payment in the manner they agreed to, they threatened to take our belongings and auction them off. We said thats theft and we would call the police. We were forced to cancel the cashiers check and immediately go find someplace to get a money order. When we returned, they opened the truck and I saw the truck was only half full, as I have provided clear evidence of in photos, which on a 26 foot truck equates to 800 cubic feet. Additionally, there were not extra items - they simply took items that were listed and acted as though they were multiple items. For example, the original estimate stated a queen **** and they broke this into multiple items such as the mattress, the bed frame, and the box spring. If these items needed to be broken up, that should have been done on the original estimate. Furthermore, when I pointed out that there werent additional items, they stated on the phone that it has nothing to do with the number of items, but the cubic footage of the belongings, and that it was because there was significantly more than 829 cubic feet that they would charge us more. I asked them if they would correct the cubic footage and adjust the cost after the truck had been loaded, and they said they would, but needed us to pay the $1800 up front first. They did not correct the cubic footage, and its clear that it was far less than 1400 cubic feet, and was in fact about 800 cubic feet. Additionally, I tried to cancel their services upon learning of the added cost, before paying them the added $1800, and they said they would keep the $1200 deposit regardless. We were put in a position where we were forced to continue with their services and pay further, despite the obvious lies they were telling.
  

  Furthermore, upon delivery, the movers did not complete their jobs. They moved everything into the home, but did not set up all the furniture as was agreed, had lost multiple things (such as remotes, bolts and other hardware to put the furniture together), and further broke a number of items including a TV, a medicine cabinet, and even a light fixture that was hung from the ceiling in the dining room. Despite not completing their job, losing items, and breaking belongings, they attempted to have me sign a document agreeing that everything was received in good condition. 

  
  This company has been dishonest from the beginning, and continues to be dishonest now. We insist upon at minimum a refund, and would further like compensation for the damaged belongings, which we estimate to be approximately $1500.
  
  Sincerely,
  
  ***********************************

  hey would not return our deposit if we did, leaving us forced to either lose our deposit or $1218.79 or pay them the extra cost of $1800 over our original estimate of $3950.83.

  Business Response

  Date: 06/01/2024

  Hello,

  This is all completely false.  Today On delivery they threatened to call the police if we didnt unload prior to payment. When we agreed they could call whoever they wanted as we were doing nothing wrong. The contract states payment prior to unloading. Once they saw this wasnt going to work they then presented a check for $900 less then the delivery balance. Additionally payment via check is not an acceptable payment form. We allowed them to go get the correct amounts in the agreed payment forms and did not charge them the waiting time.

  They booked there move through a brokerage. We were the moving Company that serviced the move. The estimate they had was 48 items 849cf the actual was 71 items 1400cf. (23 additional items not 4 as the complaint states) They had the option to take the estimate and not pay a ***** more or pay for the additional items and space. They choose to move everything at the agreed price. Nothing more was ever charged.
  

  We operated fully within the agreed contracted terms. No wrong doing was done.

  Business Response

  Date: 06/05/2024

  Hello,

  We have a signed contract that proves everything. No one is lying. The payment terms and amounts are listed. Attached is BILL OF LADING. This has the amounts also says delivery payment must be Cash or PMO. I have attached the delivery Page which clearly says cash, PMO or zelle. I have attached the in transit email you were sent which clearly states Cash, PMO, ZELLE and the balance. Additionally the driver called on Friday 5/30 and verbally confirmed delivery ETA balance and acceptable payment forms. We did everything by contract as promised. 

  Business Response

  Date: 06/05/2024

  For damages the shipper must file a claim via the agreed process. I have attached the valuation addendum for refrence.

  MovingClaims.net is the claims processing company we use to provide claims services to our customers.

   Please register your claim: www.movingclaims.net

  Customer Answer

  Date: 06/15/2024

   
  Complaint: 21789286
  
  I am rejecting this response because it does not address the overcharging or failure to complete the job. We have filed a complaint with the website theyve provided for the damaged property, but this complaint goes further than that. Were agnostic on whether they address this through BBB or another way, but we still insist upon a refund or reparations.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:04/20/2024

  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.

   
  Complaint: 21601919
  
  I am rejecting this response because: ****** stated the movers in ******** told him he didn't have an option to say no to the 18'-*******, as the cargo was coming on an 18'-******* combined with another delivery. The movers in ******** stated the truck will pull over to the side of the road. ****** shared his concerns with the process, and the movers assured him the truck would access the property from the side of the road. While we recognize that the verbal conversation is not documented versus the contract that is the agreement, there is clearly a misalignment in the process. This is why we are requesting a refund for the shuttle. What ****** was told on moving day, versus what should have been clearly outlined, are not the same. 
  
  Sincerely,
  
  *************************d 3 days in advance. This is not company policy. Final payment of $2,838.92 had to be in cash. Per our request, Central Dispatch reached out as we expressed that this surprise fee, in cash, for a family that is retired (one on disability) on a fixed income, is not good business practice. ******* discounted the $1,250 down to $990 as a courtesy. ******'s only advice was if we wanted to save money, we can rent our own 26' truck and he would transfer cargo to that truck. If we did that, we were responsible for unloading the truck. We paid for the service to bring it inside. To rent a 26' truck on our own would cost less than $100. Why $1,250 and the best courtesy was $990? The communication from start to finish has been awful. We were never made aware of the names of partner companies that would be supporting us in the process which caused much confusion. There is a lack of accountability for the miscommunications we have received during this process.Requesting refund of $990.

  Business Response

  Date: 04/22/2024

  Hello,

  Please see attached as the shuttle service is on multiple signed documents. Specifically the delivery page where the customer indicated they did have semi access. *************** as per contract is $1 per cf. The charge for shuttle service on this job is $1,250. The customer was provided a substantial discount as a curtsey. They were additionally provided the option to rent there own small truck and do the shuttle service themselves if they wished to save more. We feel we went above and beyond already in providing the discount from service. 

  Business Response

  Date: 05/06/2024

  Hello,

  This is correct you do not have an option to say no to the 18 ******* and not have a shared load unless you would have setup/ paid for exclusive truck service. The cost of the would have been triple to do exclusive straight truck service. The service provided was in fact the service paid/signed for.

  The fact is we did discount the cost of the shuttle service because we understood there was confusion on the service. The discounted rate was agreed upon prior to moving forward with the delivery. We have no further justification for refunding of the services rendered.

• Initial Complaint

  Date:07/12/2023

  Type:Service or Repair 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.

   
  Complaint: 20312408
  
  I am rejecting this response because: I did not report lost items. I reported damaged items. I have a right to recover under the contract and for a specific amount per item. Carrier is not honoring that. Furthermore, I have twice requested Arbitration and carrier has failed to respond or start that process.
  
  Sincerely,
  
  ***********************************d except for my couch which was too heavy & big to wrap. Movers used moving *************** to further protect my items. When items arrived all except two items were damaged. The two undamaged items, were cheap put together furniture (a small desk, and a cabinet) before these items left my home I was told "these won't make it" & "these items aren't covered because they are pressboard". The solid wood furniture I had that was in excellent condition was destroyed. Legs were broken off couch making it unusable as there are 3-4 inch metal bars sticking out of the bottom of the couch. It would not sit level & will damage flooring or carpet. It would only work if I ***** rig something to hold up the couch. Couch was less than 2 yrs old. I had a new end table, they kicked a hole in bottom. Two family pieces which were ruined. Shelf they broke 3 of 4 legs clean off. Other they cracked wood so it will be broken if used. Claims offered $60 for a notarized signature at my expense! No Thanks!!

  Business Response

  Date: 07/27/2023

  We are very sorry the Claimant had damage to report from their relocation and they are unhappy with the settlement. However, unable to change the position of the claim.
  It is the customer's responsibility to check off their shipment at the time of delivery to ensure all items tendered to the carrier are received at destination. This is confirmed in the "Your rights and responsibilities when you move" brochure. Prior to signing the paperwork it is up to the customer to check their shipment and confirm all was received. The claims department has been notified and they will be reviewing the claim for possible further consideration.
  Thank you,

  Business Response

  Date: 07/27/2023

  Again we are truly sorry for all the frustration the Claimant has experienced with their claim settlement.  Unfortunately the settlement offer has been received by the claimant. It was listed as part of the initial complaint. The claimant was also advised how to initiate the aberration process.

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20312408
  
  I am rejecting this response because:
  I have asked twice to go to Arbitration. So far they have not responded and/or ignored the request. I will file it as breach of Contract claim in Superior Court if necessary.
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:08/14/2022

  Type:Service or Repair 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.

   
  Complaint: 17715287
  
  I am rejecting this response because:
  We did not receive any assistance in making us whole on our damaged goods. We have been waiting over a week for assistance from the moving company. No one has contacted us.

  
  Sincerely,
  
  ***** & ***********************

  ne. So, we called Budget *** Lines dispatch and spoke to ********. She stated that she would send us the necessary paperwork to file a damage claim. We have yet to receive an email. We expected some cometic damage, but our expensive TV stand was split in pieces and with a huge crack in the top of the unit. We would like to be made whole with the destroyed piece of furniture.

  Business Response

  Date: 08/16/2022

   ****** & ********************* booked through Budget *** lines all details are advised in contract Section 5: General Information about your move: As a moving broker licensed with the ******************************************* (FMCSA), an agency within the **************************** (DOT), Budget *** Lines matches your moving needs with an insured carrier licensed by the **** Budget *** Lines provides you with a binding or non-binding estimate based on the information you provided. Once your move is booked and your deposit is paid, Budget *** ************** as a licensed moving broker is complete and any booking fee/broker fee is earned in full. On the day of your move, your carrier will inspect your shipment to make sure it is properly packed for transportation (unless you paid for a FULL PACKING service), and that your shipment matches your inventory. If your shipment does not match your inventory, you may be subject to extra charges from the carrier, including increased fuel surcharges. The carrier will then ask you to sign the appropriate paperwork, including an inventory of all articles to be transported and the bill of lading. Your goods will be transported under the carrier's authority and pursuant to the *************************** of lading. 
  Please note that Budget *** Lines is not the carrier and does not own, operate, or control the carrier. Therefore, any claims arising from your move (including late pickup or delivery and damaged/lost items) must be filed directly with the carrier. Please refer to the bill of lading for the carrier's contact information). 
  All paperwork explained in detail where electronically signed and advised on 06/01/2022, all signatures were accepted. The Scheduled pick up was on the 28th if July 2022. Customer provided a list of items that included a total space of 731 cft Binding, Customer had a total haul of ******* provided the revised estimate prior to loading of the price change. We never received any notification until now of any damages, we would like to properly assist the customer with these damages and have sent her all information on how to process an online claim with contacts attached for any additional questions.  

  Business Response

  Date: 09/14/2022

  We have sent *********************** an email 08/26/2022 with information on how to process and online claim, we updated her contact as she asked and also added a new email on file, below i have copied and pasted a copy: 

   

  *******,
  My telephone number has changed from ************ to ************.
  I was trying to notify moving net but did not have an email.Can you help?
  Respectfully,
  Dianb
  
  
  
  On Aug 26, 2022, at 1:06 PM, ******* <****************************************************************************;wrote:
  
  
  
  Friday, 08/26/2022   
  
  Dear *********************** / *********************,
  Thank you for contacting us regarding your move. 
  We would like to apologize for the inconveniences that you feel you have incurred during the relocation. Its our understanding  that you have damages and/or missing items and we are sincerely sorry. We never intend to have a customer have an experience that is less than satisfactory. With that stated your move has the standard valuation and we have provided the information for the adjuster below and request that you contact them.
  MovingClaims.net is the claims processing company we use to provide claims services to our customers. Please register your claim: www.movingclaims.net Your information will be immediately saved in their system and a Claim Registration Acknowledgement Notice will be sent to the email you have provided within ***** Hr.
  
  Please call the claims company directly regarding your claim at ************.
  
  
  Always at Your Service!
  ******************
  Central *********************************** Manager
  Toll Free: ************
  ====================================================================================================================================
  The information in this e-mail (including attachments, if any) is considered confidential and is intended only for the recipient(s) listed above. Any review, use, disclosure, distribution or copying of this e-mail is prohibited except by or on behalf of the intended recipient. If you have received this email in error, please notify me immediately by reply e-mail, delete this e-mail,and do not disclose its contents to anyone. Any opinions expressed in this e-mail are those of the individual and not necessarily of our company.
  

   

   

   

  We Respectfully suggest for the customer to continue her online process for her claim, the customer has up to 90 days. We provided our customer service number , claim department and email to guide and direct her correctly. 

  Customer Answer

  Date: 09/15/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** & ***********************