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:02/03/2025

  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.

  I was given a good quote (too good to be true, it turns out) by MoveSafe Relocation, even though they're a broker. I talked to several people, who all confirmed my inventory and estimated cubic footage. One even bumped it up a bit "to be on the safe side."Lo and behold, the movers show up (Next Relocation) on January ************************************************************************************************ Not only are the two guys condescending and rude, they completely ignored just about everything I asked for, including resignedly asking them to keep the load under the quoted amount. They loaded up more (or so they said), and wanted to charge me $1500 more to finish the job. Instead, they went with $500, $225 of which WAS JUST FOR A FEW CARDBOARD BOXES, and loaded up barely half of the inventory under the quote. The customer service *** I called the day of was less than helpful, giving me vague ideas of a potential review after a couple of weeks, with zero ************ now I still have a storage unit three states away I have to pay for, my budget for this move was completely obliterated, and the movers are nowhere to be found several days after the estimated delivery window!

  Business Response

  Date: 02/05/2025

  Good afternoon,

  We settled this with the customer. We did give him a discount that ***, the customer, approved of. -$134.00. The customer is satisfied with Next ******************** and he advised me he will reply back to this complaint and remove it. Please let me know if there is anything else I need to send to you.

  Thank you,

  ***** ******

  ************

  Customer Answer

  Date: 02/05/2025

  I have discussed this case with the company in question and they have rectified some of the problem. I was sent an invoice with the reflected changes. If they contact the BBB today (2/5) or tomorrow, then this is all settled and done. If they do not, then there is still some discussion needed.

• Initial Complaint

  Date:11/13/2024

  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.

  I hired the company for moving services. The overall experience has been poor and outright disrespectful. On the first move - the drivers showed up three hours late and the customer service basically said nothing I can do they are contractors. I dont pay the contractors I paid the moving company. - the customer service just would mute the line and not say anything -when I booked the services the customer *** said it would take 4 days for my items to arrive which is specifically why I booked them. Then the movers that picked up my stuff laughed at that and said itll be upwards to two weeks - on the delivery (13 days later) I do not have a time of delivery. I was told delivery today and then changed continuously - when I emailed customer service they also said Im a dispatcher I dont know

  Business Response

  Date: 11/25/2024

  COMPANY RESPONSE TO BBB CASE ID #: ******** - *** ********
  
  
  
  
  Dear BBB,
  
  Please accept this formal acknowledgment notice of the above-referenced BBB case number submitted by the consumer.  Please note, that we are more than willing to thoroughly investigate the consumers said complaints to better understand, validate and fairly resolve all their issues against our company. Customer satisfaction is critically important to us and we want to ensure that every customer knows their business is valued and deeply appreciated.
  
  When it comes to these matters, we put ourselves completely at the customers disposal. Rest assured that if and upon a full and thorough investigation through **************** ************************** we can validate that the customers claims/complaints against the company are in fact true and accurate, the company guarantees to compensate the customer in accordance with their coverage and will ensure a fair resolution to their issues.
  
  It is important for the BBB to know that, as part of our commitment to ***************** and Customer Satisfaction all consumers are given the opportunity and necessary resources to deal directly with our company in hopes of reaching a fair resolution.
  
  In addition to that, all consumers receive informative documentation prior to their service date, advising them that in the unlikely event a consumer may realize that some of their goods are damaged or missing, or if they feel that they have been over-charged or charged for services that they didnt receive prior, during, or after services were completed, they are provided with the opportunity to have their issues and concerns formally addressed, investigated, and resolved in accordance with their coverage and contractual liabilities.
  
  To better understand and validate all the consumer claims/complaints we respectfully request that the consumer submit copies of the contracts they have received from the company, they allegedly have had transactions with to determine and validate the company they are attempting to file their complaint against. This will confirm the interaction between both parties and ensure a fair investigation for both the customer as well as the company.
  
  We respectfully request that the consumer provide the following supportive Documents (FRONT AND BACK):
  
  ?      Bill of Lading (contract)
  ?      Order for Service
  ?      Household Goods Descriptive Inventory (both pickup and final delivery copies)
  ?      Proof of any financial transaction made with the Service Provider (receipt, bank statement, etc.)
  
  We urge the customer to submit additional information as soon as possible so that we may address their issues. Be sure to highlight any notations made at the time of service implementing said concerns.
  
  We strongly believe that with mutual consideration and understanding, we can easily reach a fair resolution and keep the relationship between all parties in good standing. 
  
  
  
  Very Truly,
  
  ***** ******
  ***** ******
  Customer Service Dep.

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22551747
  
  I am rejecting this response because the business reached out indicating that I can submit a case for the damages to my items. However, that does not solve the poor experience during my packing and unpacking as well as the delay in delivery.
  
  Sincerely,
  
  *** ********

  Business Response

  Date: 12/16/2024

  HOW TO FILE YOUR MOVING CLAIM / COMPLAINT
  
  
  Dear Valued Customer,
  
  If you come across any damaged or missing items or suspect that you have been overcharged or billed for services you didn't receive before, during, or after the completion of the services, we kindly request that you give your service provider the opportunity to thoroughly investigate and address your concerns. All customers are aware that the service provider should be granted the primary chance to provide a written resolution to any problems that arise.
  
  
  TO START YOUR CLAIM/COMPLAINT PROCESS, PLEASE SEE THE INSTRUCTIONS BELOW:
  LOG ON TO *********************************;
  
  WHEN ENTERING THE SITE, CLICK ON THE *** - REGISTER YOUR MOVING CLAIM / COMPLAINT
  
  PLEASE MAKE SURE TO HAVE THE FOLLOWING INFORMATION WHEN REGISTERING YOUR CASE:
  YOUR BROKERAGE COMPANY LEGAL NAME (OPTIONAL - IF BOOKED WITH A 3RD PARTY).
  YOUR MOVING COMPANY LEGAL NAME.
  
  YOUR FULL NAME AS IT APPEARS ON THE BILL OF LADING (CONTRACT).
  
  YOUR FULL CURRENT ADDRESS.
  
  A VALID PHONE NUMBER.
  
  A VALID EMAIL ADDRESS.
   Once we receive your information online, we will promptly send you a Claim Acknowledgment Confirmation Notice via email. This notice will serve to confirm that we have received and recorded your claim or complaint in our electronic system. Kindly remember to check your junk or spam folders for our email confirmation.

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22551747
  
  I am rejecting this response because:

  I spoke to ****** from the moving company and she mentioned that I was going to receive an update on a refund for the services and I have heard nothing.
  
  Sincerely,
  
  *** ********

  Business Response

  Date: 12/31/2024

  Thank you for reaching out and sharing your concerns about your recent experience with our company. We sincerely regret that the service you received did not meet your expectations.
  After thoroughly reviewing your account and the details of your move, we acknowledge your dissatisfaction with the delays, communication issues, and the overall experience. While we strive to provide efficient and respectful service, its clear that there were shortcomings in your case, and we apologize for the inconvenience caused.
  Regarding your request to file a formal claim, please note that compensation under our policies is limited to instances where verifiable damage or loss of goods has occurred. Based on the information you have provided, we regret to inform you that your concerns do not qualify under the criteria for formal claims.
  However, as a gesture of goodwill and acknowledgment of the service disruptions you experienced, we are offering a goodwill credit of $50. By accepting this, you agree that it resolves the matter fully and finally.
  Should you wish to proceed with filing a formal claim or discuss your case further, we are happy to guide you through the Moving Claims process. This requires specific documentation of loss or damage in accordance with the claim procedures outlined in your contract.
  We value your feedback and are committed to using it to improve our processes. Please dont hesitate to reach out with any further questions or concerns.

• Initial Complaint

  Date:10/16/2024

  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.

  On July 31st, 2024, Next Relocation came to my old house in ********* to load all of my belongings for a move to *******. They showed up 4 hours late in a rented Enterprise truck, and proceeded to take until 11pm to load everything up. Fast forward a couple months, and on September 20th, 2024, they arrived at my new home in ******* to deliver everything as they were contracted to do. Unfortunately, they lost my entire tool chest full of tools worth around $4000 that belonged to my now-late grandfather, the front tire to my bike, a section of our couch, 2 cordless saws, a cordless vacuum, and a cordless rotary tool, and damaged the finish on our fire table. While delivering our stuff, they unloaded someone else's night stand that had an iPad in it into our home, then proceeded to ask us if we wanted to keep it since it was tagged as ours. We told them no and to load it back on the truck. Since this went down, we went through the formal claims process with them and were only offered $146 to replace around $5000 worth of lost or damaged goods.

  Business Response

  Date: 10/23/2024

  COMPANY RESPONSE TO BBB CASE ID #: ******** - ***** ******
  
  
  
  
  Dear Valued Customer,
  
  We hope this message finds you well, and we truly appreciate your trust in our services. We would like to take this opportunity to explain the process by which the compensation for your claim has been determined, as it is directly linked to the level of valuation coverage you opted for when you signed the Bill of Lading (your contract with us). Additionally, the documented notes regarding any damaged or missing items, as indicated on the Descriptive Inventory, also play a significant role in the assessment of your claim.
  
  As a company engaged in interstate moving, we operate in strict compliance with all relevant federal laws, particularly those under the jurisdiction of the *********************************. More specifically, the rules pertaining to the limitation of liability for interstate movers, as outlined in 49 C.F.R. 375.203(b), govern our operations. Based on our review of your contract and the related documentation, you agreed to a limitation of liability of $0.60 per pound per article. This means that the maximum compensation we are able to offer for any damaged or missing items is calculated at $0.60 per pound, per individual item, as per federal regulations.
  
  It is important to clarify that the claim you have submitted is not classified as an insurance claim, but rather as a Valuation claim. The distinction lies in the fact that this type of claim is based on the terms of the contract you entered into by signing the Bill of Lading. Compensation is calculated according to the weight of the item, using the $0.60 per pound rate you selected. As a third-party administration firm, we are bound to adhere strictly to the terms of this contract, including any exclusions or limitations that may be outlined within it.
  
  Should you feel dissatisfied with the settlement offer presented to you by the carrier, we want to inform you that you have the right to request a dispute of this settlement. To do so, you will need to submit an ONLINE DISPUTE LETTER REQUEST. This request allows you to present any additional supporting documents that might help in seeking a reevaluation of your case, with the goal of reaching a resolution that is more in line with your expectations.
  
  You can submit your dispute through the following link: 
  [Claim Dispute Instruction] (***************************************************)
  
  Please keep in mind that your claim has already been reviewed once, and a settlement letter was issued based on the information you provided during that process. We encourage you to read through this settlement letter thoroughly, as it outlines the specific factors considered in the decision and may highlight any missing information. Our senior claims controllers at Moving Claims are responsible for reviewing disputes, but please note that a third review of the same claim is not permitted under our policies.
  
  We sincerely apologize for any inconvenience this process may have caused, and we wish you the very best in settling into your new home and community.
  
  If you have any questions or require further assistance, please do not hesitate to reach out to us via email at any time. We are here to support you and will be more than happy to assist with any inquiries you may have.
  
  Thank you again for choosing us, and we hope for a swift and satisfactory resolution to your claim.
  
  Very Truly,
  
  ***** ******
  ***** ******
  Customer Service Dep.

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22430191
  
  I am rejecting this response because:

  You failed to uphold your end of the contract and deliver all of the goods that were picked up and noted on the bill of lading. I'm out thousands, and the letter from the Arizona state trooper notes that this is a common scam tactic bordering on theft and extortion (note that my original quote was for $3700 total rather than the $6073 I paid).

  Until I am made whole, I won't be withdrawing any complaints. Your claims process has already failed me. 

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

  Business Response

  Date: 11/05/2024

  DEAR VALUED CUSTOMER,
  
  We apologize once again for your dissatisfaction with the provided settlement. It is important to note that Moving Claims cannot be held responsible for the outcome of your claim or complaint. The processing of all claims relies on the information submitted by both the claimant (the customer) and the moving company, which is then thoroughly reviewed within our CLAIMS PROCESSING SYSTEM.
  
  Our Claims Processing System generates settlements based on the claimant's ability to provide supporting documentation for their claims. By supplying this information, the system can accurately assess the scope and resolution of your claims. If the minimum requirements are met, an offer that aligns with your chosen coverage and federal law will be generated.
  
  If you have received a settlement offer, it means that you have fulfilled the minimum requirements, and your compensation complies with the coverage you selected prior to and during your move. 
  
  
  Please find below a brief outline of the recommended documentation that will undergo examination to validate your claim or complaint:
  
  All Copies of Your Contract Documents FRONT AND BACK: Including Bill of Lading (Contract), order for service, Household Goods Descriptive Inventory (Both pickup and final delivery copies). Be sure to include copies of any moving documents that may include written notations of damages, loss, or and delays that were made by you at the time of delivery (Highlight such notations).
  
  Clear Photos of Each Damaged Item: Photos must show the entire item and the specific damage claimed. For boxed items, provide a photo of the item and the box. All photos must be in color. Be sure to mark each photo with your name and the name/number of the item pictured. In the event photos are not labeled, they will not be considered. 
  
  Original Purchase Receipt for Each Missing/Damaged Item: The receipt must indicate the date of purchase, purchase amount as well as store name, phone number, and address. If a receipt is not available for a particular item, indicate that and provide the purchase information instead. 
  
  Original Repair Estimates For all Damaged Items Claimed: For furniture damage, provide one estimate per item. For premises damage and/or automobiles/motorcycles, provide two estimates per item.
  
  NOTE: You MUST indicate the weight of each lost and/or damaged item, write a description of the damaged item as well as indicate if any notation was made to the inventory forms at the time of delivery. The amount claim now MUST be in accordance with the valuation coverage of your move. You cannot claim more than your signed coverage.
  

   

  KINDLY ACCEPT OUR APOLOGIES FOR ANY INCONVENIENCE AND WE WISH YOU THE BEST IN YOUR NEW LOCATION! 
  
  
  Should you have any questions please feel free to email us at any time and we will be happy to assist you.
  
  
  
  

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22430191
  
  I am rejecting this response because:

  I have already sent you all of the requested documents 3 times now, and you refuse to properly compensate me for your mistake, costing me thousands. You charged me $6073, and lost/damaged over $5000 worth of goods, and are offering me next to nothing to try and cover replacing all of it. Your offer didn't even cover replacing just one of my tools, let alone the entire set I had and the box itself, not to mention the missing/damaged furniture.

  Until I get what I am rightfully owed for this mistake, I will not stop.

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

  Business Response

  Date: 11/14/2024

  Dear Valued Customer,
  We would like to take this opportunity to address the matter of the compensation associated with your claim. The determination of compensation hinges on the level of valuation coverage that you selected at the time of completing the Bill of Lading (your contract). Additionally, the documented notations related to items that were either damaged or missing, as detailed in the Descriptive Inventory, play a critical role in this process.
  As an interstate moving company, your movers are bound by specific federal regulations overseen by the ******************************************, particularly those that pertain to the limitation of liability (refer to 49 C.F.R. 375.203(b)). After an extensive review of the pertinent documentation, it has been confirmed that a limitation of liability of $0.60 per pound per article was established and agreed upon by both parties. This limitation means that the maximum amount of liability, as stipulated under the terms of the contract, is confined to $0.60 per pound per article for any items that were reported as either damaged or missing at the time of delivery.
  It is important to emphasize that this type of claim is categorized as a Valuation claim, not an insurance claim. The distinction lies in the fact that the Valuation claim is directly based on the terms outlined in the contract that you agreed to by signing. The compensation, as determined by the provisions of the contract, is calculated by considering the weight of the item in question and applying the rate of $0.60 per pound for each affected item. As a third-party administration firm, it is our responsibility to ensure strict compliance with the contract's terms, including any outlined exclusions.
  Should you find that the settlement offer made by your carrier is not to your satisfaction, there is a recourse available. You are encouraged to submit an ONLINE DISPUTE LETTER REQUEST. This process allows you to provide additional supporting documentation that can be considered for a potential re-evaluation of your case, with the aim of achieving a more favorable resolution.
  It is pertinent to note that your claim has already been subjected to a comprehensive review, resulting in the issuance of a settlement letter based on the documentation you initially provided. We strongly advise you to read the settlement letter thoroughly. This document will provide clarity regarding the considerations made during the claims review and will identify any potential information that may be missing. Please be aware that all disputes are evaluated by senior controllers at Moving Claims, and as per policy, a third review of a claim is not allowed.
  We extend our sincere apologies for any inconvenience you may have experienced throughout this process. We appreciate your understanding and wish you the very best in settling into your new location.

  Customer Answer

  Date: 11/15/2024

   
  Complaint: 22430191
  
  I am rejecting this response because:

  I have already completed the letter in question and was again given an offer of $146. How does this make any sense given that the toolbox you lost was well over 500lbs by itself (probably closer to 750lbs), not to mention losing or damaging a 200lb reclining couch, a 200lb fire table, 20lbs of power tools, and a 50lb bike.

  And even if the offer were to come up, unless it's a substantial amount, I'd rather retain the right to leave all my complaints with relevant agencies up rather than sign your contract that requires me to remove them for a meager sum.
  
  Sincerely,
  
  ***** ******