Complaints

This profile includes complaints for MoveSafe Relocation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  MoveSafe Relocation

  811 Lucerne Ave Lake Worth, FL 33460-3714

• 

  MoveSafe Relocation

  1331 S Federal Hwy Unit 236 Boynton Beach, FL 33435-6036

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:07/08/2025

  Type:Order 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.

  This business is horrendous and practicing fraud. My in-laws are senior citizens and veterans. They contacted this company and obtained a quote by answering all questions accurately. The quote arrived with absolutely no parameters. Just a quote which my elderly in-laws agreed to. A week before they are moving they received another quote but this time TRIPLE the amount. At this point we have already paid a deposit. They are sneaky. The quote went from 5k - 16k. Nowhere on their estimate do they have any range of pricing. We agreed to the estimate. it is understandable if the price were to change marginally. But 11K more than stated before....someone is not doing their job or this is their business practice and they are corrupt. One week before packing up your entire life you triple the price on an elderly couple. They tried to understand by contacting the company only to be condescended and dismissed. My husband and I just tried contacting the company on their behalf to yet again be condescended to. If this company allowed for ****** reviews they would have nothing but 1star reviews. I will do whatever I can to communicate how terrible this company is.

  Business Response

  Date: 07/10/2025

  Dear Ms. *************** you for taking the time to share your concerns. We are genuinely sorry to hear that your in-laws and your family feel disappointed by their experience, and we appreciate the opportunity to respond and work toward a resolution.
  First and foremost, please know that we value all of our customersincluding our senior and veteran clientsand it is never our intention to cause stress or confusion, especially during such a significant life event as a move.
  We understand your frustration regarding the price difference. Wed like to clarify that all estimates are based on the information provided to us at the time of booking, including the estimated inventory list, packing needs, and projected cubic feet. Our team strives to give accurate and transparent quotes, and its always our goal to avoid any surprises. However, if the actual volume of items or services required ends up being significantly different than what was initially reported, the pricing must be adjusted to reflect the actual scope of work and truck space required. This is standard practice across the moving industry and is outlined in the terms of the estimate.
  That said, we never want our clients to feel misled or disrespected. If any member of our team spoke to you or your family in a way that felt dismissive, we sincerely apologize. That is not how we expect our team to conduct themselves, and we take such feedback seriously.
  We are more than willing to review the original estimate, revised quote, and inventory details to determine where the discrepancy occurred and if any adjustments can be made. Our goal is always to find a fair and reasonable solution for everyone involved.
  Please feel free to reach out directly to our customer support team so we can begin reviewing the file and work together toward a resolution.
  Thank you again for bringing this to our attention. We appreciate the chance to make it right.

  Sincerely,

  **** *.

  Customer Answer

  Date: 07/10/2025

   
  Complaint: 23572968
  
  I am rejecting this response because: the scope did not change. The estimate was given based on the questions answered accurately by your sales rep. **** hard sell you with promises and then once you are locked in and have paid the deposit you change the price. To do this to an elderly couple one week before their move is diabolical. Look at every single one of your feedback. This is what you do. Fraudulent and unacceptable. There is no point in us re-calling your company. How do you think we got here? We CLEARLY reached out you. FOUR TIMES. We patiently tried to explain the situation and show proof of the estimate and a female, very likely **** was rude and belittling to my poor, in-laws and the proceeded to speak down to myself and my husband when we tried to assist with the communication. We are not fools. We run a business ourselves. We know what kind of shady model this company is following. I will just sit back and watch the complains increase every single year on you. Here on BBB they will continue to rise. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 07/11/2025

  Dear ******,

  Thank you for taking the time to share your concerns. I want to first and foremost express that we take all feedback seriously and truly regret that your in-laws experience has caused frustration during what should be a smooth transition.
  Please know that we never intend to cause stress, especially for seniors and veterans, and we appreciate their service and the trust they placed in us. Regarding your comments about the quote: our estimates are based on the information provided at the time of booking. If additional volume, packing requirements, or access challenges are discovered during the pre-move process or walkthrough, adjustments are sometimes necessary to reflect the actual scope of the move. We do our best to explain those changes clearly and transparently.
  That said, I do want to respectfully clarify one point: I, ****, have not personally spoken with you or anyone in your family at any time. I have forwarded your information to the senior customer care representative who will be contacting you early next week so we can work toward a resolution.

  Sincerely,

  **** *. 

• Initial Complaint

  Date:06/25/2025

  Type:Order 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 originally signed a contract in October 2024 for $4100.00 to move the entire contents of my home in ** to the ******* area. Then my father passed away so plans changed and I only needed a few items moved. I called multiple times notifying them of their change and was told not to worry, they will make the necessary changes on pickup. The day of pickup I was told they were only loading the truck and couldnt make those changes but again assured me the changes would be made on delivery. I had to give them an additional $1100.00 on top of the $1970.00 deposit I gave them in October. Upon delivery, not only did some of my things not arrive (probably because they claimed a semi wouldnt fit on my street and a shadow truck was needed for an additional $700.00! They needed cash of $1600.00 before they brought anything in. I have now paid $4600.00 for what I was told would be between $453.00 and $850.00.They will not answer my phone calls or emails but I believe I should be refunded $4000.00 at the very least.

  Business Response

  Date: 06/26/2025

  Dear Ms. *************** you for taking the time to speak with us earlier. We sincerely appreciate the opportunity to discuss your concerns directly, and we remain committed to working toward a fair resolution.
  We understand that your moving plans shifted significantly after your initial booking due to the passing of your father, and we extend our heartfelt condolences for your loss. We also recognize how stressful it can be to navigate a long-distance move under such circumstances.

  As discussed, our records indicate that your contract was based on a full household move, and while adjustments were requested closer to the pickup date, pricing and logistics were based on the binding agreement and operational requirements at the time. While our team made efforts to accommodate the changes where possible, the use of a shuttle truck due to street access limitations and the associated delivery fees was communicated based on standard industry protocol. We do not have a record of any missing items being formally documented at the time of delivery, but we take all such claims seriously and are happy to investigate further with more detail.

  We are currently awaiting the outcome of your credit dispute and will continue to cooperate fully with your financial institution throughout that process. Once the dispute has been settled, we will revisit this matter and determine any remaining concerns that can be resolved directly between us.

  At MoveSafe, we truly value the trust our customers place in us. We strive to treat every move with professionalism and care, and we appreciate your patience as we work through this situation together.

  Sincerely,
  **** *. 
  ***************************start="2137" data-end="2140"> MoveSafe Relocation

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23517640
  
  I am rejecting this response because:
  I know the truth of what happened, they know it too but want to continue this charade. It saddens me deeply there are businesses that take advantage of people.

  they know very well I have been overcharged by at least 50% as the items moved were much less than half originally discussed. And on top of that, they charged me additionallly for a shadow truck!. I still do not have some of my own items but was charged for three tree stands which were obviously someone elses and probably where my things were delivered in error. Certainly have told many other snowbirds about this business.
  Sincerely,
  
  ******* *****

  Business Response

  Date: 06/30/2025

  Dear Ms. *************** you for your follow-up message. Were sorry to hear you remain dissatisfied with your experience. As discussed with our customer service team and referenced in our initial response, we understand this has been a frustrating situation for you, especially during an already difficult time, and we genuinely regret that you feel taken advantage ofthat is never our intention.
  As previously mentioned, our records reflect that the pricing and services provided were based on the terms of your binding agreement, which included labor, fuel, and, as needed, the use of a secondary shuttle due to access limitations. We acknowledge your concern about the discrepancy between the items moved and the estimate. However, until the credit card dispute you initiated is resolved by your financial institution, we are unable to take further action on our end. Once that dispute is settled, we are open to reviewing any unresolved matters directly with you, including the claims regarding missing or incorrect items.
  We appreciate your continued communication and will fully cooperate with the credit card company throughout their investigation. Should there be any documentation or clarification you wish to provide in the meantime, were happy to receive it.
  Sincerely,
  **** *.
  ***************************start="1648" data-end="1651"> MoveSafe Relocation

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23517640
  
  I am rejecting this response because:

  I am so sad and disappointed that you refuse to acknowledge mistakes made on your part. You know very well that only 1/4 of the original items to be moved were actually moved and some of my items have not yet been delivered and I suspect  they never will be. It is my fault that I believed you every time I was told the price will be adjusted at the end. It never was, actually, I am wrong, it was adjusted and instead of the decrease, I had to pay even more for a shadow truck which was a complete scam. Shame on all of you for thinking you should take advantage of a 70 year old woman whose only fault was that she trusted you to do the right thing.

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

• Initial Complaint

  Date:06/06/2025

  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.

  Bait and Switch Pricing, Suspicious Business Practices Used Spartan Transportation through MoveSafe Relocation for interstate move in May 2025. Multiple red flags:Pricing Issues: Initial quote was adjusted upward during inventory call, then increased by over $1,500 on moving day. Company demanded payment via ***** or money order only, refusing standard payment methods. When I finally convinced them to accept ******, they threatened to leave when they didn't like how the payment was *************** Intervention Required: Had to call ********* police to resolve the payment dispute before movers would proceed with loading my belongings.Communication Breakdown: After pickup, received only two brief communications before both the broker and moving company went completely silent. Multiple follow-up requests and emails requesting delivery updates have been ignored.Federal Violations: Failed to provide required disclosures about valuation coverage options per 49 *** regulations. Only offered minimal 60/lb coverage without explaining full replacement value protection.Warning Signs: Positive reviews found about MoveSafe on multiple sites appear questionable - using identical phrasing and broken English, while negative reviews are detailed and articulate. Company appears to use unverified testimonials and planted news articles.Avoid this company entirely.

  Customer Answer

  Date: 06/06/2025

  Hi - please alert the business that I have finally received communication from them, and as long as the job will be finished, I am amenable to rescinding this complaint.

  Business Response

  Date: 06/09/2025

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

  Thank you for your feedback. While I understand your frustration, I do want to respectfully clarify that several of the claims in your message are not accurate.

  MoveSafe Relocation is a licensed broker that coordinates moves through federally authorized and insured carriers. We are not responsible for final pricing adjustments or delivery logistics, which are handled directly by the assigned carrier. That said, we remain committed to assisting our customers and addressing any concerns with the carriers we work with.
  Regarding your comment about our business practices and legitimacy, please know that our reviews are genuine and come from real customers who have had a wide range of experiencesmany of them positive. We take pride in resolving issues when they arise, and we value all feedback, even when its critical.
  Were here to help if youd like us to review your file or reach out to the carrier on your behalf. Our goal is to make improvements and find solutions.
  Sincerely,
  **** *.
  Customer Care | **********************

• Initial Complaint

  Date:06/05/2025

  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.

  Do not trust anything they say when it comes to pricing. After my initial call, we talked and get everything ready to go. the week of the move arrives. I get another call for virtual walk through. my price goes up, OK no Biggie I even over budgeted and had them put on there 30 medium boxes to ensure nothing else hits me. Well moving day arrives, It goes up again. Now the price from the original quote has doubled. I ask them to look into it. they said they would. I have heard nothing back. I have called and they do not answer, and when they do, they tell me to contact the moving company they hired. What??? Also, I was offered insurance for full replacement of an item if it breaks. cool right? Wrong, if you purchase the insurance through them, it will be a ******** deductible. So the movers broke my 65" TV, and I got 80 dollars. SO I paid 400 for insurance, and got nothing out of it when they broke my TV. Out of the 30 medium boxes used, they used 6. Still my price went up? even though during the virtual walk through I took pictures of every piece of furniture in my 1 bedroom apart. They still left items out and the moving company then charged me more money. Now, the pack my stuff and ask when I want it delivered? I scheduled it for next day delivery. Nope, that was another fee I had to pay. Even though I booked this move a month out. Horrible experience, never do business with this company, they will ensure you get over charged. All they care about is the money they make off of you!

  Business Response

  Date: 06/06/2025

  Dear Mr. *************** you for taking the time to share your concerns. We truly understand how important clear communication and timely delivery are during a move, and were very sorry to hear that your experience has been frustrating.
  Please know that we take your feedback seriously and regret that the transition between representatives caused any confusion. While your initial estimate and booking were handled through Move Safe Relocation, the physical transport and logistics were managed by an assigned carrier, which is standard practice for long-distance moves. Once pickup is completed, delivery timelines are determined by the carrier based on distance, scheduling, and Department of Transportation guidelines, which are in place for safety and efficiency.
  We understand that you were given an initial estimate of 23 days, and were sorry that expectations around that timeframe werent met. We appreciate your patience during what we know can be a stressful time, and weve forwarded your feedback to the appropriate parties for review.
  Again, we thank you for bringing this to our attention and hope the remainder of your move process is completed smoothly. Should you need additional support, please dont hesitate to reach out.
  Warm regards,
  **** *.
  ***************************start="1686" data-end="1689"> Move Safe Relocation

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23429849
  
  I am rejecting this response because:  let me first state I am very understanding in the hiring of the 3rd party for the move. Also I am reasonable when it comes to the 1 day delivery. Although I was not happy about it. Where my main complaint is with your company and the fact, that I sent pictures and did a video call so your team could see everything I had. Nothing was left to the imagination.  Yet, your team left items items off. That I was still charged extra for. *** the moving company only used 1/8 of the boxes requested. Meaning, no fault of my own. I did everything asked and even went above and beyond by texting pictures and putting your *** on a video call to see all my items. *** still being over  charged. Once the moving company arrived I had no choice but to pat the extra money. After your *** assured me we over estimated and that I would more then likely get money back. Not sure why this is my fault or why you are  choosing not to refund me the amount of overcharge that occurred? Look at the attachments and see, that my initial quote to what I paid almost doubled. Why? I disclosed everything to your ***. *** we even put 30 medium boxes and the movers used 6. 24 boxes less and no other items other then the ones I showed your ***. ***** if they did not do their part. Not my fault. If you see in the attachments everything was there and then some of them were deleted. Why? 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 06/09/2025

  Dear Mr. *************** you for taking the time to provide more information.
  I want to start by acknowledging the effort you made in preparing for your move from sending photos to participating in a video call to ensure nothing was overlooked. Your preparation is greatly appreciated, and I understand your frustration with how things unfolded.
  Please allow me to clarify that Move Safe Relocation is a broker, not the moving company that performed your actual move. While we coordinate services between customers and licensed carriers, we do not control the day-of execution, packing decisions, or final billing made by the carrier onsite.
  That said, we take your concerns very seriously. I can assure you that we did not delete any images or attachments you sent.  
  You should not feel penalized for doing everything right. Ive requested a detailed internal review to compare your original estimate, submitted inventory, and the final charges.  
  Thank you again for your patience and for giving us the opportunity to look into this further.
  Warm regards,
  **** *.
  Customer Care | Move Safe Relocation

  Customer Answer

  Date: 06/11/2025

   
  Better Business Bureau:

   

  Move safe has contacted me regarding this complaint. Since they have contacted me it shows there commitment to ensure this matter is resolved. 

  We have come to an agreement which is agreeable to both parties. 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:06/03/2025

  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 hired Move Safe relocation on Jan 17, 2025. I specifically texted and emailed with **** at move safe. I advised him that we are looking to move from ******** ******** to ********** IL, on or around the 15th of May. I asked him if we could adjust those dates by a day or 2 as it gets closer. He replied that absolutely. we are more flexible than that if need. I also asked him how long for delivery, he said 2 maybe 3 days. I signed all required documents and paid my deposit. On 7 May I texted him to update the day to the 14th of May because the lease was up on the 15th. I never got a response. I then contacted the customer service center and was told that **** doesn't work there anymore and that a "early" pickup would incur a charge. I disputed the charge based on what **** texted me and they agreed. I then ended up with a late pickup, see "No Borders Moving and Storage" complaint for more details. After the pick-up I was never provided a delivery date even though **** said 2 to 3 days. Instead, I have provided with some type of chart saying withing this many miles need these many days. I have never been provided with a delivery date the 2 weeks after pickup and when they did provide on over the phone, they missed it, and no one can contact the driver. Once Move Safe sub-contracted the move they wiped their hands of any responsibility.

  Business Response

  Date: 06/04/2025

  Dear Mr. *************** you for reaching out and providing a detailed account of your experience. We truly regret the frustration and inconvenience this situation has caused, and we appreciate the opportunity to respond.
  We understand how important it is to have clear communication and timely delivery during a long-distance move, especially when coordinating with lease timelines. Your initial interactions with **** and your understanding of the expected delivery window are noted, and we are sorry that your expectations were not met in the way you anticipated.
  As a licensed moving broker, Move Safe Relocation's role is to coordinate moves by connecting customers with *****-authorized motor carriers. In your case, once the move was scheduled, it was assigned to No Borders Moving and Storage, who handled the physical pickup, transport, and delivery of your belongings. While we remain involved in customer support, we do not directly operate the trucks or manage on-the-ground logistics once a carrier has taken possession of a shipment.
  That said, we never intend to make any customer feel as though they are being left without support. We are more than willing to help communicate with the carrier regarding any concerns you have, including delivery delays or missed communication.
  We also acknowledge your concerns about the change in staff and miscommunication around pickup flexibility. While we cannot speak on behalf of a former employee, we do apologize for any confusion that may have resulted from those early conversations and are committed to reviewing our process to ensure expectations are set more clearly in the future.
  Please let us know if you would like our team to follow up with No Borders on your behalf or assist you in filing a formal delivery delay complaint. We are here to support you to the best of our ability and want to help bring this matter to a proper resolution.
  Sincerely,
  **** *.
  ***************************start="2227" data-end="2230"> Move Safe Relocation

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23414818
  
  I am rejecting this response because:  It is the 10th of June and still have not received our items.  The moving company just called and said we would have them by the end of the week.  They also said they have 21 days to deliver the items.  I WOULD like your help in filing a delayed delivery form.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 06/11/2025

  Dear Mr. ****************** style="font-size: 0.875rem;">Thank you for taking the time to speak with us. We sincerely apologize once again for the delay and the inconvenience it has caused. We understand how frustrating this experience has been and truly appreciate your patience.

  Weve been informed that your delivery is scheduled to arrive by the end of this week. We are actively monitoring the situation to ensure that everything arrives as promised.

  We are committed to resolving this matter in a way that leaves you fully satisfied. Please dont hesitate to reach out with any further questions or concerns.

  
  Sincerely,
  **** *.

  Move Safe Relocation

  Customer Answer

  Date: 06/23/2025

  The disagreement has been resolved in a way that is agreeable by both parties.  Please show this complaint as being resolved.

• Initial Complaint

  Date:06/03/2025

  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.

  We scheduled a move from ******* to **********. They were picking up on May 10 and delivering on May 30th. We have been reaching out to several numbers and nobody is picking up or calling us back. We have called 8-10 times daily and NO RESPONSE. They still have our stuff and no idea if and when they are delivering it.

  Customer Answer

  Date: 06/03/2025

  They keep changing the date of delivery and we are at out of statethey are just stringing us along. Please help. Nobody is telling us anything. At this point I want my money back and my stuff

  Business Response

  Date: 06/03/2025

  Dear Ms. *************** you for reaching out, and we sincerely apologize for the lack of communication and the stress this delay has caused you. We understand how upsetting it is to be without your belongings and not have a clear delivery update.
  Your move from ******* to ********** was coordinated through our office, and we are actively working with the assigned carrier to secure a confirmed delivery window for your shipment. We know that youve made multiple attempts to reach someone and that those unanswered calls have only added to your frustration. Please know that we take this matter seriously and are escalating your file internally to prioritize resolution.
  Long-distance deliveries typically fall within a federally regulated delivery window of up to 21 business days from the first available date for delivery. However, we understand your delivery date has passed, and we are working to obtain a definite update from the carrier immediately.
  We will be in touch as soon as we receive confirmation, and we are committed to keeping you informed going forward. We truly appreciate your patience, and we will do everything we can to ensure this is resolved promptly.
  Sincerely,
  **** *. 
  ***************************start="1502" data-end="1505"> MoveSafe Relocation
  

  Customer Answer

  Date: 06/07/2025

   
  Complaint: 23411736
  
  I am rejecting this response because:
  The communication of this company is abysmal. The customer service is a 0/10. When the movers showed up they charged us extra for having to use an elevator even though they knew we were on the 7th floor. MoveSafe has no idea who brings the stuff or when. They dont communicate and basically string you along. They really should be out of business and I want people to know NOT to hire them
  Sincerely,
  
  **** *****

  Business Response

  Date: 06/09/2025

  Dear *** *****,
  I'm very sorry to hear about your experience. While Move Safe Relocation is a licensed broker and not the carrier that performed your move, we take full responsibility for ensuring clear communication throughout the process.
  I apologize if details werent properly handled or if you felt strung alongwe never want a customer to feel that way. Your feedback is important and will be reviewed internally so we can improve.

  Sincerely,

  **** *.

  Customer Care / Move Safe ********************

  Customer Answer

  Date: 06/09/2025

   
  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,
  
  **** *****

• Initial Complaint

  Date:06/02/2025

  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.

  My items were loaded into a truck May 16th. The expectation of deliveries never clearly set, I told them I would be available for delivery May 17th. It is June 2nd and I still do not have a delivery date for my items. I have called and spoken to different people several times and I still do not know when I will have my belongings.

  Business Response

  Date: 06/03/2025

  Dear Ms. ****************** you for bringing this to our attention. We truly regret the frustration and inconvenience caused by the delay in your delivery, and we understand how difficult it is to be without your belongings during this time.
  Long-distance deliveries typically occur within a 21-business-day delivery window from the first available date for delivery, we understand that clear communication is essential throughout the process.
  We are currently working directly with the carrier to obtain a specific delivery update for your shipment. We will follow up with you as soon as we receive a confirmed window or date from their dispatch team.
   
  We appreciate your patience, and please know we are actively working to get this resolved as quickly as possible.
  Sincerely,
  **** *. 
  **********************start="1407" data-end="1410"> MoveSafe Relocation

• Initial Complaint

  Date:05/29/2025

  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.

  On March 24 I contacted Movesafe and agreed to a price of $3301 to move my goods from ******* to *******, scheduled for April 10th. I paid $1630 at the time for a deposit. On April 8, Top Moving contacted me and upped the charges to $5249--I was assured at the time, if the estimate of the size of my household good was less, the charges would be less. I paid an additional $1000 On April 10th while the movers were in the home and my goods were packed, the charges were changed to $7212, with some items double billed. I pulled several things from the truck to not be moved to save space: Living room chair, 3 tier corner shelf, TV Stand Fireplace, standing lamp. The movers demanded $3000 cash, which I refused to do, and paid $3082 by credit card. Also on their charges they listed 80 boxes, I only had 39 boxes. 4 mirrors--I had 2. On May 25th my shipment arrived, and the movers demanded $1500 by cash, again I refused to pay cash and paid $1575 via credit card. My goods were unloaded into my storage unit. A large mirror is missing, A large wall art is missing, 2 boxes had been opened and resealed, one piece of art had been unboxed, and reloaded. The movers tried to load several items in my unit that were not mine and I had to have them reload the items. The driver took a picture of my ** and DL. Then he called me after the move and asked me to not stop payment on the ** as his boss had called him and informed him he would not be paid if I did so.I do have pictures of receipts, and the receipt from the last moving company but I can't upload as there is a size limit. If there is a way to submit more documents, I have them.

  Business Response

  Date: 05/30/2025

  Dear Ms. **************** you for sharing your concerns. Were very sorry to hear that your move did not go as expected, and we understand how stressful that can be.
  The estimate you received was based on the information provided at booking, but final charges are determined by the actual size of the move and services needed, which are handled by the carrier.
  We do not take reports of missing or damaged items lightly. These issues are handled through the carriers claims process, and were happy to help guide you in submitting a claim if you havent done so yet.
  Weve also noted your concern about the driver handling your personal information. We are forwarding this to the carrier for review and follow-up.
  Again, were truly sorry for the frustration this caused and appreciate your feedback. Please let us know if we can help further.
  Sincerely,
  **** *. 
  **********************start="1130" data-end="1133"> MoveSafe Relocation

  Customer Answer

  Date: 06/02/2025

  I'm having difficulties responding to the BBB complaint.

  As I've stated on several occasions--I did not have any wardrobe boxes. I did not have 4 mirrors. At the final off-loading of my household goods, I had several discrepancies. 
  
  The moving paperwork indicated 80 boxes--39 boxes were off loaded. 
  The large mirror that I had boxed up never came off the truck.
  A large 24" x 36" framed print of ******* and Child--which I purchased at the *******, never came off the truck. 
  2 boxes that came off the truck had been opened and resealed. One was a box of books, which I believe are all there--I'm not positive as I've not had the chance to open all of my boxes. The other was a box of from my office. There are items missing, but again I cannot expressly detail the items as I cannot unpack all the boxes. 
  My motorcycle helmet is missing, my motorcycle came of but my helmet did not
  2 boxes are missing which I believe were kitchen items. 
  A large wall map--36" x 24" had been boxed prior at the move and then arrived unboxed with some slight marring. 
  During the unloading, I had to send back on the truck at least 5 boxes. The mover were very quick and I tried to check every box--one box actually made it into the storage unit--and I had to have it put back on the truck. 
  My estimate included a TV Stand fireplace, a chair, a corner shelf and vacuum cleaner. Due to the rising price of the loading, I pulled those items and did not have them loaded.
  
  On April 8, 2025, I received a binding estimate for $5,249.22 (612 cubic feet, 24 items, 71 pieces: 12 large boxes, 12 medium boxes, 13 small boxes, 10 moving bags, 1 picture box, motorcycle. 
  
  I removed four items (~***** CF), which should have adjusted the estimate. I paid $7,180 total$2,630 to MoveSafe (including the $1,000 charge) and $3,050 to Top Moving USA and $1500 to Best Movingexceeding the estimate by ~$1930.28. The Bill of Lading (April 10, 2025) added unauthorized items (18 large boxes, 9 medium boxes, 3 wardrobe boxes, 4 mirrors, $600 packing fee) without my consent, violating 49 CFR 375.403(a)(6). A third contract, signed under duress, is invalid
  
  I believe, my adjustment should be $1930.78 ($7180-$5249) + ***** x $4.20 per cubic foot (items removed at the move) $472.50 for a total adjustment of $2403.28.
  

  
  

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23391263
  
  I am rejecting this response because: 

  As I've stated on several occasions--I did not have any wardrobe boxes. I did not have 4 mirrors. At the final off-loading of my household goods, I had several discrepancies. 
  
  The moving paperwork indicated 80 boxes--39 boxes were off loaded. 
  The large mirror that I had boxed up never came off the truck.
  A large 24" x 36" framed print of ******* and Child--which I purchased at the *******, never came off the truck. 
  2 boxes that came off the truck had been opened and resealed. One was a box of books, which I believe are all there--I'm not positive as I've not had the chance to open all of my boxes. The other was a box of from my office. There are items missing, but again I cannot expressly detail the items as I cannot unpack all the boxes. 
  My motorcycle helmet is missing, my motorcycle came of but my helmet did not
  2 boxes are missing which I believe were kitchen items. 
  A large wall map--36" x 24" had been boxed prior at the move and then arrived unboxed with some slight marring. 
  During the unloading, I had to send back on the truck at least 5 boxes. The mover were very quick and I tried to check every box--one box actually made it into the storage unit--and I had to have it put back on the truck. 
  My estimate included a TV Stand fireplace, a chair, a corner shelf and vacuum cleaner. Due to the rising price of the loading, I pulled those items and did not have them loaded.
  
  On April 8, 2025, I received a binding estimate for $5,249.22 (612 cubic feet, 24 items, 71 pieces: 12 large boxes, 12 medium boxes, 13 small boxes, 10 moving bags, 1 picture box, motorcycle. 
  
  I removed four items (~***** CF), which should have adjusted the estimate. I paid $7,180 total$2,630 to MoveSafe (including the $1,000 charge) and $3,050 to Top Moving USA and $1500 to Best Movingexceeding the estimate by ~$1930.28. The Bill of Lading (April 10, 2025) added unauthorized items (18 large boxes, 9 medium boxes, 3 wardrobe boxes, 4 mirrors, $600 packing fee) without my consent, violating 49 CFR 375.403(a)(6). A third contract, signed under duress, is invalid
  
  I believe, my adjustment should be $1930.78 ($7180-$5249) + ***** x $4.20 per cubic foot (items removed at the move) $472.50 for a total adjustment of $2403.28.
  
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 06/02/2025

  Dear Ms. **************** you for taking the time to provide additional details regarding your experience. We understand how important your personal belongings are and how upsetting it can be when a move does not go as expected. Please know that we take your concerns seriously and appreciate the opportunity to respond.
  As a licensed moving broker, MoveSafe Relocation's role was to coordinate your relocation by matching you with a licensed and insured carrier based on the information you provided at the time of booking. Your estimate was based on that information and intended to serve as a preliminary overview of the anticipated move. Final charges, including those related to packing, cubic footage, and access conditions, are ultimately determined and assessed by the carrier performing the physical move.
  We understand your concerns regarding discrepancies in the box count, item list, and final billing. While we are not the carrier that conducted the loading, transport, or unloading, we are forwarding your detailed concerns and supporting information to Top Moving *** and Best Moving for review. These carriers are responsible for the handling of your goods, final inventory, and transport,and we trust they will give your complaint the full attention it deserves.
  We are not in a position to validate or adjust final pricing decisions made by the carrier, nor can we make determinations regarding damage or missing items. We encourage you to file a claim if you have not already done so.
  We understand this has been a frustrating experience, and we are here to support you to the best of our ability within the scope of our role.
  Sincerely,
  **** *.
  **********************start="2627" data-end="2630"> MoveSafe Relocation
  

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23391263
  
  I am rejecting this response because:

  Dear **** *.,  

  Thank you for your response. However, as the broker I contracted with, MoveSafe Relocation is responsible for ensuring the carrier adhered to the April 8, 2025, binding estimate ($4,776.72 adjusted). The unauthorized items in the Bill of Lading, inflated box count (80 vs. 39), and hostage load ($1,575) violate 49 CFR ******* and *******. I paid MoveSafe $2,630, including the $1,000 deposit, and you hold financial responsibility to refund this amount and mediate with Top Moving ***/Best Moving on my behalf.
  Sincerely,  
  ******** Stubbs  
  
  

• Initial Complaint

  Date:05/20/2025

  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 went with MoveSafe relocation for a potential move in early March because they gave us the cheapest deal ($2400 pictures shown in supporting documents). Now, they had to wait until Saturday, March 14th to CONFIRM their inventory list (3 days prior to the move) and we asked REPEATEDLY if the $2400 quote was going to be correct because we did not want to have to hectically find a mover again, they assured us it was going to be fine. Then, come Saturday, March 14th, they call my wife to confirm inventory and not only told us that they did not have a truck for the date we needed to move (March 17th), they ALSO were over DOUBLING our initial estimate and let us know there was NOTHING we could do about it since we signed and sent over a deposit. I attempted to dispute it, but they had it in their contract since I missed the 72 hours (since they waited til the 72 hours was over to tell us they did not have a truck and were doubling our estimate) I could no longer get my money back. This is disgusting, ridiculous and absurd that they can profit off it lying, scamming and rug-pulling customers like this. We did not get any services by them, used a different moving company, and they provided us NOTHING but stress because we had to find a moving company on 3 days notice. Upon further research, this company has changed their name MULTIPLE times due to being known scam artists and have REPEATEDLY tried this same maneuver on multiple customers. I need my money back in full, I am not rich.

  Business Response

  Date: 05/22/2025

  Dear ***** *******,
  Thank you for reaching out. I understand that moving is a stressful time,and I regret that this experience has left you feeling frustrated and disappointed.
  We have reviewed your file, including the original quote, the deposit, and all relevant communications. Its important to clarify that the initial estimate you received was based on a preliminary inventory and standard rate assumptions. As explained during the booking process and outlined in our signed agreement, all estimates are subject to adjustment based on the final, confirmed inventory provided during the mandatory ***************** (QA) call, which took place on March 14th.
  The QA call is a standard part of our process designed to give customers an opportunity to confirm inventory and ensure were reserving the appropriate truck space. During this call, it was determined that the actual volume of your move exceeded the space and services outlined in your original quote. At that point, revised pricing and availability were provided in line with the updated inventory and logistics.
  We understand that changes to pricing close to the move date can be difficult, especially when timelines are tight. While we sympathize with your situation, we must also ensure fairness and consistency in how we apply our policies to all customers. The services reserved on your behalf involved administrative time and scheduling commitments that were honored on our end.
  We appreciate your feedback and are continuously working to improve our processes and communication.
  Sincerely,
  **** *.
  *********************************start="2391" data-end="2394"> Move Safe Relocation

• Initial Complaint

  Date:05/17/2025

  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.

  Ive been charged more than provided estimated amount and provided many misleading statements and false information regarding my move and getting run around by different representatives to resolve issues regarding overpayments and specifically $200 refund Promised and after weeks of follow up and processing of the mentioned refund finally I was told must sign a disclosure document Not to file a complaint or give any review regarding their company. I was charged more than $700 more than my original estimate and had several item missing and damaged on top of everything else they put me through and yet facing more scams to file my claim on a illegitimate and unsecured website to make a claim for my damages and missing items.

  Business Response

  Date: 05/22/2025

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

  Thank you for your message. I understand your concerns and appreciate the opportunity to respond.
  We have carefully reviewed your file, including your original estimate, payment records, and follow-up communications regarding the refund and claims process. Its important to clarify that the estimate you received at the time of booking was based on the inventory provided and services requested. As noted in our agreement, estimates may adjust based on final confirmed volume, packing needs, and other logistical factors verified during the ***************** call.
  We understand your concerns regarding the additional charges and have reviewed those line items. While we regret any confusion that may have occurred during your interaction with various representatives, our records show the final charges were based on the actual services rendered and volume transported.
  Regarding the $200 refund you referenced, a good-faith resolution was initially extended to you. As part of our standard policy for discretionary refunds, a mutual non-disparagement agreement is required before funds are released. This is not uncommon in the service industry and is intended to bring closure to both parties. While we understand you may not feel comfortable signing such an agreement, we respect your decision either way.
  As for your claim regarding missing or damaged items, please note that all claims are processed through our third-party claims department. The link provided to you directs to our authorized processors platform. While it is hosted externally, it is secure and in active use for all customers filing claims. If you are experiencing technical issues with the claims website, please let us know.
  We understand this has been a frustrating process and appreciate your continued communication. While we are unable to offer additional refunds beyond what has been previously discussed, we remain available to assist with documentation or clarification related to your move or claim submission. 
  Sincerely,
  **** *.
  *********************************start="2507" data-end="2510"> Move Safe Relocation

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23344814
  
  I am rejecting this response because:

  
  They have been dishonest and trying to scam their customers by misinformation and misleading information to make easy money and have No respect for their customers or any sense of integrity to do business with professionalism and all they do is to deceive people and give them run around even about something as simple as refund Ive been offered and then after several phone calls and keep promising to be posted in my account in 3-5 days finally after more than 12 days they decide to ask for signing a disclosure agreement for the purpose of silencing their customers and get away with their scams and dishonesty which are evident all over the social media as well as with BBB. 
  I would consider withdrawing my complaint if and when the $200 refund is issued and posted into my account, also willing to sing their disclosures agreement after the refund is posted to my account or if they are hold reliable by BBB for unpaid refund. 
  Thank you for the opportunity to respond and any support offered to resolve this matter.
  Sincerely,
  
  ****** ****
  Sincerely,
  
  ****** ****

  Business Response

  Date: 05/28/2025

  Dear Mr. ***************** you for your follow-up message. We understand this situation has been frustrating for you, and we appreciate your continued communication.
  We take customer concerns seriously and aim to resolve each matter in a fair and professional manner. While we understand you are requesting that the refund be issued prior to signing the mutual agreement, our policyconsistent with industry practicesrequires that such agreements be finalized before discretionary refunds are processed. This is intended to ensure mutual understanding and closure for both parties.

  Should you decide to proceed with the agreement, please know that once the signed form is received, the refund will be processed promptly. We remain available to answer any questions or walk you through the process if needed. We recognize your position and appreciate your candid feedback. While we must adhere to our established process, please know that we remain available to clarify any part of the agreement or assist you further should you choose to move forward.
  

  Thank you again for your time and for sharing your concerns.
  Sincerely,
  **** *.
  *********************************start="1148" data-end="1151"> Move Safe Relocation

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23344814
  
  I am rejecting this response because:

  On April 30, 2025, Movesafe Relocation clearly agreed to issue me a refund of $200. At no point during that discussion was there any mention of a requirement to sign a disclosure or any other agreement in order to receive the refund. I was assured the refund would be processed within 35 business days.
  Over the following two weeks, I made multiple follow-up attempts to check the status of the refund. Each time, I was given various excuses: that the refund had already been processed, that I needed to contact my bank or credit card company, or that the issue must be on my end. These responses were misleading, false, and ultimately served only to give me the runaround.
  This experience reflects what I have since discovered to be a recurring pattern in complaints made by other customers to the ******************** and in reviews posted across various platforms. Unfortunately, I learned of these repeated complaints too late.
  It wasnt until my final follow-up call on May 14, 2025, that I was finally informed a disclosure agreement would be required before the refund would be issued. When I asked why, I was told it was to ensure I would not leave a negative review or file a complaint.
  This condition was never communicated at any point prior, and tying a refund to a customers silence is both unethical and unacceptable. It is a deceptive practice and falls far short of fair business standards. This conduct, along with numerous similar reports from other customers, suggests a broader pattern of dishonest and manipulative behavior by Movesafe Relocation.
  I respectfully request that the $200 refund be issued immediately and unconditionally, as originally promised.
  
  Sincerely,
  
  ****** ****

  Customer Answer

  Date: 05/29/2025

  On April 30, 2025, Movesafe Relocation clearly agreed to issue me a refund of $200. At no point during that discussion was there any mention of a requirement to sign a disclosure or any other agreement in order to receive the refund. I was assured the refund would be processed within 35 business days.
  Over the following two weeks, I made multiple follow-up attempts to check the status of the refund. Each time, I was given various excuses: that the refund had already been processed, that I needed to contact my bank or credit card company, or that the issue must be on my end. These responses were misleading, false, and ultimately served only to give me the runaround.
  This experience reflects what I have since discovered to be a recurring pattern in complaints made by other customers to the ******************** and in reviews posted across various platforms. Unfortunately, I learned of these repeated complaints too late.
  It wasnt until my final follow-up call on May 14, 2025, that I was finally informed a disclosure agreement would be required before the refund would be issued. When I asked why, I was told it was to ensure I would not leave a negative review or file a complaint.
  This condition was never communicated at any point prior, and tying a refund to a customers silence is both unethical and unacceptable. It is a deceptive practice and falls far short of fair business standards. This conduct, along with numerous similar reports from other customers, suggests a broader pattern of dishonest and manipulative behavior by Movesafe Relocation.

   I respectfully request that the $200 refund be issued immediately and unconditionally, as originally promised.

  Respectfully and with Gratitude for your time and support.

  ****** ****

  Customer Answer

  Date: 05/30/2025

  Dear representative,
  The business (Movesafe Relocation) and all the representatives I personally interacted with throughout the process have been dishonest and unprofessional in their handling of my case and did nothing in good faith and as I learned first hand from interacting with them and different consumers also repeated complaint and reported the exact deceiving behavior on their behalf. They have tried nothing but to cover up their scam and silence their customers by forcing them to sign a disclosure agreement! While I was promised a $200 refund and after weeks of giving me a run around and blaming my credit card company, finally asked for signing a disclosure agreement! And yet after all they will get away with their lies and dishonest statements, simply because: evil prevails when the good men fails to act! Extremely disappointing to think even BBB failed to realize their role and perhaps indicating that: the business did everything in good faith to resolve the issue!? 
  
  Sincerely,

  ****** ****