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:06/21/2024

  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 entered into an agreement with movesafe relocation to move my property from Adress ********************************************************************** to my current adress on 06/7/24. They sent people from BLue Diamond movers who came on 06/8/24 and picked the items late in the day claiming they were informed when it was late. Since then they doubled what they were charging from $1747.87 to $3545. I have tried to reason with them but, they have remained adamant I must pay else they will not release my property. This is very unfair because they are holding my household items meaning in few days time my family will have nothing to sleep on. At the moment I am living in rented apartment.Could you help resolve this issue and get my items back?

  Business Response

  Date: 07/03/2024

  Hello,

   

   

  Taking a look in to your account it looks like your first available delivery date was marked down as 6/20. Please advise that it can take anywhere from 7-17 days from the first available going the mileage that you are going. Taking a further look into your account it looks like your about to receive your delivery or might have already received it. Please feel free to call into our customer service team if you have not and need a better ETA.

   

   

  Thank you. 

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21885159
  
  I am rejecting this response because:
  I received a call from the carrier with new demand that I should pay $ 702 as the 50% balance, and also I need to send a shuttle to collect my items from undisclosed location since their hauling truck cannot access my house. I wrote them an email for clarification but they have not responded. My outstanding balance from original invoice is $1010.63 of which 50% is $505.4. 
  Let them engage in good faith to resolve this matter
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/20/2024

  Hello,

   

   

  I have requested your paperwork for your household goods. Please advise your auto transport is a separate order than your household goods. For your pick up payment 50% is required same thing upon delivery since the installments are split into 2.

   

   

  Thank you. 

• Initial Complaint

  Date:06/20/2024

  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.

  We were moving from ********, ** to *******, **. We got a quote from Move Safe Relocation for approx $10,000 and by the time we moved, the expense was over $21,000.

  Business Response

  Date: 07/03/2024

  Hello,
  
  
  Our billing department recently completed a thorough investigation regarding your request. After carefully reviewing the paperwork and call records, we regret to inform you that we were unable to account for the additional items that were loaded at the time of pickup.
  
  The charges stem from the additional items and services that were not accounted for during the initial assessment, which resulted in an increase in the overall cost of the move.
  
  Please find below the list of additional items and services that have been added to the final amount:
  
  Additional Items:
  20 BOX, LARGE - 100CF
  1 BOX, XL - 7CF
  1 PLASTIC CONTAINER - 12CF
  1 PLASTIC BIN, LARGE - 7CF
  1 FOLDING TABLE - 10CF
  1 BOOKCASE, STRAIGHT MD - 20CF
  4 CHAIR, DINING - 20CF
  1 GENERATOR, PORTABLE - 10CF
  1 FOLDING TABLE MED - 10CF
  1 CHAIR, ROCKING (MEDIUM) - 15CF
  1 ARM CHAIR MED - 7CF
  1 HOCKEY BAG/STICK - 5CF
  CHAIR, OFFICE ******* 15CF
  1 MIRROR, MEDIUM - 10CF
  10 TOOLS - 50CF
  2 PLASTIC BIN, EXTRA LARGE - 24CF
  2 SHELVES - 20CF
  1 FOOTBOARD, TWIN - 10CF
  1 HEADBOARD, TWIN - 20CF
  10 BOX, *****/DISH 18X18X28 - 60CF
  Oversized Items (Additional CF):
  COFFEE TABLE IS **** 10CF
  LATHE LARGE WITH TOOL BOOK - 15CF
  END TABLE IS **** 5CF
  END TABLE IS A COFFEE TABLE **** 5CF
  BIKE RACK IS ****15CF
  CUBE STORAGE IS A 12 CUBE SHELF - 10CF
  RECLINER IS **** 10CF
  FOOTBOARD IS A ************* FOOTBOARD - 20CF
  DRESSER DOUBLE IS A DOUBLE HIGHBOY - 20CF
  COFFEE TABLE IS A XL - 10CF
  SOFA 3 SEATER IS A SOFA RECLINER 3 SEATER - 30CF
  SMALL FOUNTAIN IS **** 10CF
  FREEZER MEDIUM IS FREEZER XXL - 40CF
  Additional Services:
  Packing Service Fee: A $4,000 charge was applied for glass, mirrored, or fragile items that required packing for a long distance move. As well as packing your items into boxes. This charge includes the necessary packing materials and the proper handling of these items to ensure their safety during transit. The carrier is liable for any damages that *** occur during the move and cannot load these items without the appropriate packing.
  Your estimated price will remain unchanged unless you request additional services, add more items to be moved, or increase the weight or cubic feet beyond what is listed in the estimate.
  
  To address the unexpected financial implications this move has brought upon you, we understand and empathize with your situation. As a gesture of goodwill, we would like to offer a reimbursement of $350 to assist with your charges.
  
  Please reach out to our customer service department at ************** to process your $350 reimbursement.
  
  Thank you for your understanding.

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21879795
  
  I am rejecting this response because:
  On a phone call 2-3 days before the move, I spoke with ***** and I  measured over 75 items, (including ones in their list of oversized items.)  almost all of these items were packed into a storage pod a few mo the ahead of time (which the movers unpacked and packed back into their moving truck). Because these items were packed into a 8x8 soreage pod, their cf was predictable and given to them before the movers came.  Here is their list: 

  Additional Items:
  20 BOX, LARGE - 100CF
  
  1 BOX, XL - 7CF
  
  1 PLASTIC CONTAINER - 12CF
  1 PLASTIC BIN, LARGE - 7CF
  1 FOLDING TABLE - 10CF
  
  1 BOOKCASE, STRAIGHT MD - 20CF
  4 CHAIR, DINING - 20CF
  1 GENERATOR, PORTABLE - 10CF
  1 FOLDING TABLE MED - 10CF
  1 CHAIR, ROCKING (MEDIUM) - 15CF
  1 ARM CHAIR MED - 7CF
  1 HOCKEY BAG/STICK - 5CF
  CHAIR, OFFICE ******* 15CF
  
  1 MIRROR, MEDIUM - 10CF
  10 TOOLS - 50CF

  2 SHELVES - 20CF

  Again, all of these items above were already packed and the footage of them was already included  

  The following items were also on their list of additional items, but were not packed into our cube, so I am not disputing them:
  2 PLASTIC BIN, EXTRA LARGE - 24CF
  
  1 FOOTBOARD, TWIN -  10CF
  
  1 HEADBOARD, TWIN - 20CF
  
  10 BOX, *****/DISH 18X18X28 - 60CF

   

  This next list from their response includes items that were labeled oversized. However, three days prior to the move, ***** contacted me and we went through every single item with a tape measure and I measured them. So they cannot be considered oversized as these items were already measured and on our list. There is a recording of this phone call that Move Safe has, if you need to ask them for it. Here is their list from their response:
  Oversized Items (Additional CF):
  COFFEE TABLE IS **** 10CF
  
  LATHE LARGE WITH TOOL BOOK - 15CF
  
  END TABLE IS **** 5CF
  
  END TABLE IS A COFFEE TABLE **** 5CF
  
  BIKE RACK IS ****15CF
  
  CUBE STORAGE IS A 12 CUBE SHELF - 10CF
  
  RECLINER IS **** 10CF
  
  FOOTBOARD IS A ************* FOOTBOARD - 20CF
  
  DRESSER DOUBLE IS A DOUBLE HIGHBOY - 20CF
  
  COFFEE TABLE IS A XL - 10CF
  
  SOFA 3 SEATER IS A SOFA RECLINER 3 SEATER - 30CF
  
  SMALL FOUNTAIN IS **** 10CF
  
  FREEZER MEDIUM IS FREEZER XXL - 40CF
  Again, I provided measurements for every single one of these items. 
  

  I could use more details on what they referred to as a $4,000 packing fee. They did pack 3 of our large pictures and several mirrors very well. However, we paid for numerous lamp boxes, 5 additional picture boxes (that our medium sized art was to be packed into) and also 5 garment boxes and they did NOT use these boxes when they packed, so I would like a refund for them. I have included pictures. UPDATE- pics are too large to attach and I dont know how to zip them from my phone  )

   

  Here is their list:
  Additional **************************** Fee: A $4,000 charge was applied for glass, mirrored, or fragile items that required packing for a long distance move. As well as packing your items into boxes. This charge includes the necessary packing materials and the proper handling of these items to ensure their safety during transit. The carrier is liable for any

   these are the reasons I am disputing their response.

   

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

  Business Response

  Date: 07/29/2024

  Hi,

  Any additional charges on the day of your move for example packing or additional space the customer is responsible for.

  Please advise that on the estimate it states the following: 

   Optional *********** Services and Additional fees (if applicable to the move): It is customary for the carrier to offer additional service options to the customer. Optional services include, but are not limited to, storage, packing, materials, unpacking, appliance servicing, shuttle, long carry, rigging hoisting and lowering, wooden crating, exclusive use of vehicle, guaranteed delivery, etc. If customer orders an additional service or an additional service is required to complete the move then the charge for the service will be added to the final bill. Optional *********** post contract services not included in your estimate include: 
  First flight of stairs is included,  Each additional flight/landing of stairs is $75 .
  Long carry: First 75 feet are included, each additional 75 feet will be charged at a minimum rate of $75.00 per 75 feet.
  Elevator Fee: Minimum $75 (Rate is determined by actual cubic footage)
  Shuttle service: if semi-trailer cannot get reasonably close to building or house for loading/unloading, a shuttle truck may be required to perform relocation at a minimum charge of $300.
  Packing of fragile/delicate items (such as TVs, glass, etc.); packing and crating services not already listed within proposal; loading of bulky items (such as a motorcycle).
  Packing supplies such as boxes, bubble wrap, etc.
  Storage: any additional month will be charged at $0.50 cents per cubic foot ($150 minimum).
  For full packing service: All labor and materials to professionally pack all boxes, fragile items, and furniture listed. If additional items are added at time of pick up, then the total price for full service packing will be increased and adjusted by the guaranteed rate provided. A new agreement will be presented at time of pick up.
  VERY IMPORTANT - IF YOU ADD ***** AT PICK-UP OR IF THE ***** ARE A DIFFERENT VOLUME AND/OR WEIGHT FROM WHAT IS ESTIMATED ON THIS AGREEMENT:
  1. The mover must either (1) pickup and transport only the specific items and amount of cu.ft. itemized on this estimate without servicing / transporting the additional items of property. In this case the shipper would only be required to pay 100% of the binding estimate. Or (2) Carrier and shipper may execute a New Binding Estimate, in accordance with 49 CFR 375.403(a)(6)(ii)  PRIOR TO LOADING OR OTHERWISE BEGINNING THE **** This New Binding Estimate given prior to loading will serve as the only active estimate for which charges will be calculated. 

• Initial Complaint

  Date:06/09/2024

  Type:Delivery 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.

  Received a quote to move my belongings from ******** to *******. When the movers arrived I was told it would be an additional $3000.00. To be paid in cash.

  Business Response

  Date: 06/20/2024

  Hello,

   

  Taking a look into the account it looks like there is open dispute with your financial institution at this point and time they would have any further information in regards to your dispute.

   

   

  Thank you. 

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21824496
  
  I am rejecting this response because:

  I would like to be refunded for the damaged items and   the lost items  

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

  Business Response

  Date: 06/26/2024

  Hi ****,

   

   

  Have you filed a claim with Moving Logistics? Per the notes on the account it looks like we sent over the claims information that way you are able to file a claim. You have 90 days to file your claim from the day of your delivery. Please contact Moving Logistics at ************ and email any pictures of damages to ************************************* MoveSafe Relocation does not handle any claims in-house. All Claims are filed directly through the actual moving carrier. Please feel free to reach out to us if you have any questions or have any issues filing a claim with your carrier.

   

  Thank you. 

  Customer Answer

  Date: 06/26/2024

   
  Complaint: 21824496
  
  I am rejecting this response because:
  Ive done all that. Ive called them. *** filed a claim and now they say that moving logistics at the name of the company. Someone said they found my mirror however that was the end of it. Youre scam artists  horrible  terrible people 
  

  why did I pay you an additional 300 for insurance when I can use that. 
  

  youll have to answer to God for all of this one day. 
  InSincerely,
  
  ***********************

  Customer Answer

  Date: 06/26/2024

  Why was my compliant closed? Nothing was resolved. Im still missing items. No one will tell me the name of the moving company not even the company themselves. Im still missing items. Things were destroyed. This has been a nightmare 

• Initial Complaint

  Date:06/08/2024

  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.

  I found Movesafe on the Internet and talked to them about a move from **. To *********( they never once said that they were not the actual moving company or that they were a booking agent) They required a $700 deposit and that was fully refundable if cancelled within 72 hours. I cancelled the very next day because my daughter who was initially suppose to be in *** to meet the movers, schedule changed and would not be able to meet them. I submitted the cancellation and was told that I would get a follow-up call the next day. I never did. I attempted to reach Movesafe and kept getting the answering service during business hours or told someone would get back to me and never did. They are a scam and I would like my money refunded.

  Business Response

  Date: 06/20/2024

  Hello,

   

  Taking a look into your order it looks like the move was placed on hold and then a dispute was opened with your financial institution. At this point please contact your financial institution for further information since this is an open dispute.

   

   

  Thank you for your patience. 

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21823123
  
  I am rejecting this response because:  as attached I submitted a cancelation request within the 72 hour period. My financial institution submitted the request to you which you rejected and has since closed the dispute. Not only did I request a cancelation, but you fraudulently represented yourself, and your company as the actual movers. Your internet reviews state that your company is a fraud and that it has a reputation of defrauding people of monies. Please kindly refund my monies. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/05/2024

  Hello,

   

  
  For any updates please contact your financial institution. We have submitted our agreement in regards to your order, if your financial institution closed out the dispute they should have further information for you as to why and what the next step is. At this time there is no refund applicable from our company. 

   

   

  Thank you for your patience. 

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21823123
  
  I am rejecting this response because:

  My ************ stated that You (Movesafe) refused to issue a refund. You submitted to them documents for a contract which I cancelled the very next day which I was allowed to do within a 72 hour period. ( see documents uploaded) Secondly the contract should be void because of fraud. You misrepresented your company as the actual movers and never once did you disclose that you were a booking agent.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 07/11/2024

  Why was my case closed? I responded to every message.

• Initial Complaint

  Date:06/01/2024

  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.

  We moved from ********** to *************** and were sub-contracted with a moving company Called Home and office movers. When we paid the deposit, they told us that we should get moving insurance as the insurance from them covered very little. The next call came from Move Safe relocation. we selected a plan that was an additional ******** for ******. When our move arrived there was a fireplace mantel that was completely broken and trash. I contacted the insurance at Move Safe relocation and put in a claim. I immediately get told that as I didn't turn in an inventory prior to the move, I was ineligible to recover any compensation for the fireplace. There was a clause in the paperwork about turning in the inventory prior, but as anyone who moves knows, moving is an extremely stressful time. I paid for the insurance and moved on. I never heard from them again til they turned me down for the claim. If that inventory was so important, why were the steps on THEIR part not taken to send me an email and basically say "hey, we really need your inventory". They collected my money and dusted their hands of the situation. I told them I was contacting you and THEN i received an email from a *********************** saying this: "We have received approval from management to review and consider the information you provided, despite the inventory not being submitted to Moving Shield..." That was on April 22 2024. I sent the inventory, the pictures of the destroyed furniture and the invoices from the purchase of the fireplace. I have heard nothing since then. Please assist me in recovering the cost of the fireplace. I may have made an oversight in not submitting the paperwork, but it is also their responsibility to continue to contact me again until the move to make sure they had it. Also it bears mentioning that the actual mover, home and office in ********, never gave me a formal inventory that was correct until the movers were outside my door.

  Business Response

  Date: 06/14/2024

  Hello,

   

   

  Taking a look into your account it looks like the total cubic feet occupied on the day of your pick up was 950 CF. There was $450 in additional packing including a recliner and dresser. It does look like those charges were adjusted just to remain good faith. In regards to any damages please feel free to reach out to our customer service team that way they can send your the claims information. A claim needs to be filed in order to be properly reimbursed for any damaged or missing items. Please give us a call that way we are able to assist you with filing your claim.

   

  Thank you for your patience. 

• Initial Complaint

  Date:05/31/2024

  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.

  When I first started talking to this company it was going to cost me about $2000 to them and about $2600. Then another person from the company called and talked to me about the move and he increased the price by $1800 for one and about $4200 for the movies they were supposed to be here between nine and noon on 30 May but did not get here until eight 730 that evening to pack me up once they start packing. It said its gonna cost more what was quoted to me because they end up 131 bucks and 79 boxes so it went from 4000 approximately went to 8000 almost $9000

  Business Response

  Date: 06/13/2024

  Hello,

   

   

  Do you have the order number or perhaps the phone number associated to your move? We attempted to search under the name, email and phone number provided and we not able to find your order. Your order number will be located at the right hand side of your moving estimate as well as in the subject line of the email or on your bill of lading from the day of pick up. 

   

  Thank you so much we look forward to assisting you. 

• Initial Complaint

  Date:05/28/2024

  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.

  We had an agreement for a full military style package where they pack everything AND move it. They quoted me a price. I paid half of what I owed them and agreed to pay half of what was left on the day they picked up and the remaining balance on the day they deliver. The move was scheduled for 2 days - one day for them to pack boxes and the second day for them to pick everything up that had been packed plus furniture. I talked with ***************** the week prior to the pickup. Everything was coordinated, to INCLUDE the amount I was supposed to pay on pickup. Monday, 27 May, the day they are supposed to arrive and pack everything into boxes - I receive a phone call. The guy identifies himself as the boss of the men that were scheduled to be there. He informs me that their truck has broken down and that his guys will arrive on Tuesday 28 May to complete both the packing and the pickup. He also informed me that his guys would be there prior to noon. Tuesday 28 May - I receive a phone call from the driver, he wont be there until between 1-2. He shows up at 2:30. By himself. Then tells me that he wasnt informed that he was supposed to be doing a full pack-out only picking things up. He calls his boss. Multiple phone with his boss. Now they are trying to charge me double the remaining balance.

  Business Response

  Date: 06/06/2024

  Hello,

   

  We will be requesting your paperwork that way we are able to review the charges that occurred on the day of your pick up. Typically if there is an increase its usually due to the space reservation increasing. Allow us the time to request the paperwork and take a look into your account to ensure everything is qualifiable. 

   

   

  Thank you. 

• Initial Complaint

  Date:05/20/2024

  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.

  April 3 Moved from ** to ** and was originally told I was going to be paying $3000 for a move on April 30 and to put $1300 down. I put my move on hold, and had to reinstate my move for May 11. After I setup my move, I had to pay another deposit. No where was it mentioned that I would need to add ANOTHER deposit or that pausing my move would incur a larger fee. I ended up spending nearly $9000 on my move after the initial sign on for the $3000.As a moving broker, I expected more transparency and to be made aware of the price increase. I was told that it is similar to an airline price where prices fluctuate based on demand. There was no communication on price regarding how much it would be or the fact that there was an increase. The lack of communication resulted in me spending 3x the amount and when I needed to resolve the situation, the "solution" was me signing a document to ensure I would not provide negative PR about their company - essentially, paying their way to keeping a good online reputation.No business should be conducted this way and the result was frustration from the moving company themselves and myself (the client). After I expressed concerns, MULTIPLE times, they let me know that they will "talk to the employee to make sure it doesn't happen again."I am seeking an opportunity to rectify the way they conduct business and would like a refund for the purposeful omitting of communication.

  Business Response

  Date: 06/03/2024

  Hello,

   

   

  We have put in the request for your paperwork from the day of your pick up. This will include a manifest of all the inventory loaded on to your truck that way we are able to review every article and ensure that the space occupied is qualifiable. We will be reaching out to you once the paperwork review is complete just to explain if there are any discrepancies they will be corrected with your carrier on your behalf.

   

   

  Thank you for your patience. 

• Initial Complaint

  Date:05/19/2024

  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 used an internet search for reputable movers and got MoveSafe Relicationfrom ************************ *************************** ************ ************** Quoted me $2800.00 to move from *************** to *****************, Paid $1280.62 Said they would pick up ***** 25,26. Then called and said they had to come ***** 23! I stayed up all night packing to meet their deadline. Previous to this I cancelled the move. They all called me back. Talked me out of it. They Arrived ***** 23, I packed up and left my jewellery, a velvet black box with around ****** worth of gold charm bracelets, two Italian gold necklaces. Left on the bed when he started asking me to sign copious amounts of paperwork. Im a widowed 67 single lady, no man around and am hard of hearing. They had me. I never thought about the jewelry box because now I was agonizing that I was to pay a total of $5800 rather than $2800 for this move. I gave them another $790.00 that day and told I would get storage for one month free in Houlton ME and would now have to pay $3100 to pick it up in **. Then I got a call from **** from West Coast Express telling me I now have to pay $3662.19, photo the check and text it to Tonys number.Start calling ****, ***** and emailing and no one will talk or return my calls. **** then tells me my furniture, boxes are still in storage at ****************************************** and has not even been delivered to Houlton ME. **** is demanding I write the check and text it to him. I wouldnt do this. I said you need to do what you said, Ill pay when its delivered to Houlton ME. Then he says if I dont get out of the storage in ************ they are tacking on another $800 a month to the bill.**** ************ West Coast Express No one is reaching out to me. I am not sure what I can do. I agreed on 2800, then agreed to $3100 now they keep gauging me more and more. They are abusive as well. They know Im older, widowed and cannot hear well.So they stole $****** worth of my jewellery my father gave me years ago. I cannot prove this so its gone. Then they are extorting more from me every chance they get. Im sick with stress and fear. I dont have this kind of money to throw around. Please help me.

  Business Response

  Date: 06/03/2024

  Hello,

   

   

  We will be reaching out to your carriers dispatch in regards to your jewelry. We do advise customers to please insure not to load any important valuables or documentation on to the moving truck. We have also put in the request for your paperwork to review your order and what was loaded on the day of pick up. Please allow us the chance to notify your carrier in regards to your missing items as well as take a look at your order from the day of your pick up.

   

  Thank you. 

  Customer Answer

  Date: 06/12/2024

   
  Complaint: 21733045
  
  I am rejecting this response because:

  The final payment needs to come down. Erroneous charges. I will pay the a negotiated amount once the furniture arrives in ******* ME.

  No one wants to negotiate with me. I feel bullied and taken advantage of. Ive already paid $2800 the initial quote. Ive been scammed. I am willing to pay another $2800 upon being delivered to ******* ME. I also know the regulation that a quoted move cannot exceed 110%. We need to get to a negotiated price.

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

  Business Response

  Date: 06/19/2024

  Hello,

   

   

  Taking a look into the account it looks like you spoke to one of our representatives. The additional items on the day of your move was a bookshelf, 2 metal racks, plastic ***** carpet and a tool box which totals out to your move occupying 300 CF additional. Please advise the additional spacing occupied was charged at the same rate as your estimate. At this point and time there is no additional discounts to apply.

   

   

  Thank you for your patience. 

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21733045
  
  I am rejecting this response because:  I left a coffee table behind that weighed a ton. The book shelf folded flat and was as compact as a folding table but half the size. The only furniture in the move was a twin metal bed which also came apart and a bamboo mattress that folded up. A dresser. I offered to leave the dresser behind but the mover said he would do me a favor and include it with no fee. I was quoted $2800 for this move and gave paid that to date already. They now want another $4600 on top. This is a scam. Im willing to pay another $1000 and call it done, which is $1,000 more than I was quoted. This company scammed me by arriving days earlier with hardly anytime to pack. They inundated me with paperwork and $5,000 of my jewelers is gone and I cannot do anything about it. *** reached out to the Attorney General regarding these companies. $1,000 more and that is more than fair considereling all the shenanigans they put me through. I hardly usingk a 12 x 8 tool box constitutes excessive charges especially after they said the dresser was not a problem. 
  *************************
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 06/20/2024

  I contacted *************************** regarding the carpets I forgot. He said no problem. It would not increase my costs. I said I would leave the coffee table behind in lieu of the carpet. He encouraged me to include it but I did not. Once again I offered to leave the dresser behind and they told me not necessary. 
  *************************

• Initial Complaint

  Date:04/25/2024

  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 received a call from ***** from Movesafe when I was looking to relocate from ** to **. Against my better judgment I allowed him to talk me into signing a contract for moving expenses based on his estimate. He failed to mention that they are a broker and not an actual moving company. I sent 1836 down payment after receiving a ****************************************** 500 from the estimate and told me that it was refundable. Its not until I read the contract that I realized there was actually a 3 day cancellation policy. Still I didnt realize that they are a broker so its not until the moving company came to my home in ** and gave me a quote for 6300 that I realized I had been scammed. The moving company didnt get a dime of the 1836 and proceeded to tell me they dont know how ***** can give me a quote without actually seeing the inventory. The moving company was very understanding and lowered the price by 1000 and I signed the contract. MoveSafe is absolutely 100 percent a scam. I emailed ***** and didnt even get a response back. Its absolutely ridiculous that anyone would pay a broker over 1800 to find them a a moving company that one can do oneself. I definitely want a refund. At the end of the day even if I dont get a refund I want people to know that these people are straight up scammers and fail to inform you that they are indeed a broker. They fail to mention that not one red cent of what you give them actually goes to your moving cost. This is not buyers remorse or anything like that its legitimately a loss of money for absolute nothing in return. No one has 1800 to throw away. I absolutely hate that I didnt do my due diligence in investigating this company before I signed the contract but ***** was pretty pushy and 4100 seemed to be a good deal. Unfortunately what they dont tell you is that its not even a legitimate quote for moving expenses because they are not a moving company. STAY AWAY from this company!!!!!!

  Customer Answer

  Date: 04/26/2024

  Ive included the contract from MoveSafe. And the quote from the actual moving company they sent that I ended up paying. As you can see the moving quote is almost double what MoveSafe quoted. Ive also included the email I sent ***** from MoveSafe that I sent immediately after the moving company got here and explained what was going on. MoveSafe fails to mention that they are brokers and that ttheir estimate is bs. They actually charge you for brokering the deal and not moving, none of the money paid actually goes to the moving company, and youre out a bunch of money that doesnt even go towards moving costs.

  Business Response

  Date: 05/09/2024

  Hello,

   

  We have requested your bill of lading that way we are able to review your order. Your Bill of Lading is the paperwork from the day of your pick up that has an itemized list of all the items that were loaded as well as a break down of all the final charges. Once we receive this paperwork we will be comparing the inventory provided at the time of booking with the inventory from the items actually loaded. Please allow us the time to review your order that way we can get a better idea of what happened on the day of your move.

   

   

  Thank you so much for your patience. 

  Customer Answer

  Date: 05/09/2024

  This is all the information I have from the moving company. There was no bill of lading giving to me by the moving company only by MOVESAFE. I also have all my Zelle information. I did not add anything that I did not mention to MOVESAFE to the move and as a matter of fact they didn't even use all the boxes that I was charged for. Y'all have some dang nerve asking for anything when y'all quote one price but then the moving company charges double. Also you can see by the correspondence that I included that I went back and forth with different people from the moving company trying to get yet even more money. Y'all should be ashamed of yourselves and how you conduct business and I will continue to put this business on blast on every platform that I can so y'all don't do this to anyone else smh. It's more about the principle at this point. I know I'm screwed as far as getting a suitable resolution from you people but if I can prevent even one person from falling for this I can then I will. Have a good day.

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 21627511
  
  I am rejecting this response because: I have added what they asked for and am awaiting their response. I also have ***** receipts if they need them. What was supposed to be a ***************************** almost *****. Nothing changed from my end from when I spoke to the MOVESAFE representative to when the movers got here other than the price. There was even a second call made to me from MOVESAFE confirming what was to be moved a few days before the movers got to my house. There is no legitimate excuse why the price changed so drastically.  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/15/2024

  Hello,

   

  Please feel free to give us a call that way we are able to go over the paperwork with you and explained why your order increased. Taking a look at your order there was additional pieces added to your order on the day of pick up.

  What you are paying for is the amount of space occupied on the truck. You have a rate which is your cost of shipping. We understand you keep rejecting the response but you ended up taking additional space which would make your price increase. 

   

  Thank you. 

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21627511
  
  I am rejecting this response because: there were no additional pieces added. Your company quoted me a price based on what was to be shipped without verifying dimensions or anything. Its clear as day based on the communication Ive already provided that yall are in the wrong. Im pretty much done dealing with you people but again I will continue to review your company wherever Im able to in order to warn people about your practices. Have a good day! Your company should probably do a visual call when quoting moves so that its accurate and people dont end up paying double what is quoted to them. Bad business practices by yall its all it is. Highway robbery ?????
  
  Sincerely,
  
  ***************************