Complaints

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

• Initial Complaint

  Date:08/10/2025

  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.

  Set up moving with the company in Jan 2025. We provided an approximate item ********** paid upfront cost of $6400. Once we got a better item count, they updated the total to $7900. About a week prior to the move, we updated the items, and added additional 1500 cu. ft. storage area, plus 700 cu. ft. at the house (second location). Price was not changed or verified by mover. A subcontractor came to storage area with a 26 truck (1600 cu. ft.). When told them about the storage area size, they arranged for a second truck for the house. They loaded the storage area and a couple items from the house (~1600 CF). They loaded the house items in a 2nd truck (~1600 CF), then called for a 3rd truck to load ~ 400 CF additional. They said I needed to sign for everything after loading, and calculated the cost additional $20k +. The contract was for $4.95 / CF + 15% fuel. However, they calculated 1800 CF/ truck (not accurate). When I contacted *******, they said I signed the paperwork with the subcontractor and had to work with them. They would not help. The total move cost should be ~ $20,500 including the $7.9 already paid to TopTier. The subcontractor is attempting to collect $8000 more by manipulating the actual CF, and ******* will not get involved. They told me I should not have signed anything and to tell them to offload everything. I have spoken to both companies without any action. Delivery is scheduled sometime this coming week.

  Business Response

  Date: 08/20/2025

  We would like to begin by expressing our understanding that moving long distance can be a stressful and overwhelming process, and we regret to hear that your experience has not fully met your expectations. Please know that we take your concerns seriously and have carefully reviewed both the written and verbal records related to your move.
  As outlined in Top Tier Moving Groups Terms and Conditions, the binding estimate is determined by the customers provided inventory and the services requested at the time of booking. This estimate is subject to change based on the agreed-upon rate per pound and/or cubic foot, should additional items be added or additional services required.
  In reviewing your quality assurance call prior to pickup, our records show that the agent confirmedbased on the inventory providedthat your estimated volume would fall between ***** and ***** cubic feet. However, upon arrival, the ******* completed a required physical walk-through of your residence, as mandated by law, and determined that the actual inventory exceeded the original estimate by 2721 cubic feet. Ultimately, your shipment required two full trucks plus additional space on a third, which is a substantial difference from the original projection.
  We recognize that these adjustments impacted your final cost; however, it is important to note that your move spanned ***** miles which would also require significant fuel and labor resources. Despite these factors, we have continued to advocate on your behalf with the assigned carrier. The carrier has since confirmed that they will be waiving 200 cubic feet from your total bill, which will be reflected upon delivery.
  We understand the challenges you have faced, and while we must uphold the conditions of the signed agreement, we remain committed to supporting you throughout this process. If you have any remaining questions or require further clarification, please do not hesitate to reach out to our *************************** at ************ for assistance.

  Customer Answer

  Date: 08/27/2025

   
  Complaint: 23727039
  
  I am rejecting this response because:

  The response from the business is not adequate, and their information details that much more should be done to satisfy the complaint. I agree with the fact that there were additional items, however there was never any adjustments made to the information we later provided. My wife specifically called Top Tier moving with a new list of items in the house as well as an additional 1500 cubic feet (CF) in an off-site storage location (15x10x10). When the subcontracted company arrived on the day of pickup, they were in a 26' truck which has a load capacity of 1682 CF. This was confirmed by available online data (U-Haul, etc.) and inside measurements of the vehicle. I asked to look at the loading manifest and it did not indicate the extra 1500 CF for pickup. This information was never relayed to the subcontractor. They arranged for a second truck (U-Haul 26') while they began to load the storage area. The storage items were well packed by the crew and did not quite fill the truck. They indicated that they could not load anything else and insisted that the loading was 1800 CF. I was able to get them to take the truck to the house to load additional items (upright freezer, 2 large tool boxes on wheels) which brought the load with their additional packing items to ~1600C3680 CFF. The driver insisted that the truck held 1800 CF and created a new pricing based on that information.

  They began loading the second truck from U-Haul with the items in the house. The listing included the items in the house as well as an additional 700 CF (items in the garage). The 2nd vehicle was loaded to approximately 1680 CF. This determination is based on the fact that the U-Haul truck had a "mom's attic" which adds an additional 68 CF and the vehicle still had quite a bit of packing material (pads, boxes, etc) on board when they closed it up. They brought in a third vehicle and placed the remainder of the items on it which amounted to approx. 400 CF, which was agreed to by the supervisor. Together this brings the total shipped to 3680 CF. However, the supervisor provided a total after all was loaded by calculating a total of 4721 CF (estimated 1776 - 2000 CF and was exceeded by 2721 CF).

  Additionally the original quote of $7900 included the pool table, but the sub-contracting company said that this added an additional $500 fee for "bulky items". This was not indicated in the original contract, nor was any added fee quoted. Also, the table was completely broken down before placing this into storage.

  The response indicates that a "walk-through" is mandated by law, but this was done the day they arrived, not prior, which SHOULD have been accomplished to prevent the complete breakdown in communication between Top Tier and the sub-contractor.

  With a total loaded of <4000 CF multiplied by the contract price of $4.95 / CF ($18,216.00) plus 15% fuel cost gives a total of $20,948.40. The original contract down-payment was $7,900, leaving a balance of $13,048.40. The sub-contractor is attempting to collect $20,448 (half of which was wired to them). The total remaining to be paid per the contract should be ~$3000. I have no problem paying for the amount of the contract as originally specified. We are not even asking for redemption for the fact that the original delivery date was 8/12. It is now 8/27 with no confirmation of delivery, nor the fact that the furniture was placed in storage, a fact which we were never told. Additionally, we were told after the fact that their delivery date was the start of a 21 day window for actual delivery. The fact that there was little to no communication from either company to us during this time, and being spoken to rudely and hung up on several times makes this the worst customer service we have ever experienced. Our furniture move from ******* was less than 30 days.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 09/17/2025

  We appreciate the opportunity to provide further clarification regarding your concerns. It is correct that 26-foot box trucks can hold varying amounts of cubic footage depending on the manufacturer, model, and specific design features. While most standard trucks of this size allow for approximately ***** to ***** cubic feet of space, variations in width, height, and features such as a Moms Attic may alter the total volume and capacity. Additionally, during loading, the ******* must account for what is referred to as dead spaceunused or un-utilized areas within the truck that cannot be efficiently filled. Please note that this factor is also included when calculating your total cubic footage and final cost.
  While our team strives to provide the most accurate estimates possible, estimates are based on customer-provided information at the time of booking and are subject to adjustment once actual inventory is verified at pickup per the signed agreements. Our agreements also clearly outline how pricing, delivery, adjustments, and resolution are handled to avoid any misrepresentation or ambiguity of our process. Upon review of our records, both written and verbal, we do not show that any of our agents spoke rudely or disconnected calls, as such conduct is strictly prohibited. Furthermore, we have since confirmed that Mrs. ****** was able to reach an amicable resolution directly with your assigned carrier regarding compensation.
  Although we regret that you remain dissatisfied with our services, we remain committed to addressing any ongoing concerns that you may have and value your feedback as part of our efforts to continually improve our practices. Please feel free to contact customer service at ************ should you require further assistance.
  
  

• Initial Complaint

  Date:08/02/2025

  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.

  I was contacted by Top Tier Moving Group through a text message and a cold call following a social media advertisement questionnaire on moving. The gentleman quoted me a price for my move from ********* to ***** for approximately $2000 based on my description and took a deposit. They said they were the broker company and that the moving company would then contact me for more reduced estimate. Weeks later I was contacted by Quickshift Moving Co representative and called to further refine the moving estimate by mass of household goods, I attempted to send pictures to the number they provided that would not go through and they said that it was ok that based on my description, they estimated X amount of volume and that the moving truck still had plenty of room for the minimum size required for my move without additional expense. On both occasions I ensured it was noted that I would only pay by credit card despite their contract stating money order, cash, cash app, or *****, and the representatives said that was not an issue and they noted it on my contract. The movers then came and said they underestimated my move significantly and that I need to pay over double what I was quoted. They then wrote down a no later than delivery date based on a calendar day limit which they busted and the explained I was wrong because they go by business days. They then did not honor my credit card payment and I was forced to pay cash because they Zelle account the delivery movers gave me was tagged as fraudulent or high volume when I called the bank and I could not complete Digital transaction and they refused to take a money order.

  Business Response

  Date: 08/19/2025

  Thank you for bringing these concerns to our attention. We have reviewed your file, including the signed agreements and the details provided at the time of booking. Per our terms and conditions, and in accordance with federal regulations, the ******* is required to perform a walkthrough of the home or pickup location at the time of pickup. This walkthrough confirms the customers declared inventory list and requested services. If there are additional items not included on the original list or if the shipment exceeds your estimated volume, the price is adjusted accordingly to reflect the increased volume, labor, and transportation requirements.
  
  In your case, the shipment exceeded 244 cft. We have also confirmed with the carriers accounting department that your pickup payment was, in fact accepted and successfully processed via credit card. However, as explained during the verification call and stated in your bill of lading, certified funds are always required at the time of delivery. Should you require copies of these documents or have additional questions, please contact our customer service department at ************ for further assistance. 

  Customer Answer

  Date: 08/21/2025

   
  Complaint: 23691498
  
  I am rejecting this response because:
  
  The credit card issue can be overlooked, as that is a practice habit of the subcontracted delivering company. 
  
  The primary complaint is less regarding following the federal requirements but rather the practice the company utilizes which is predatory in nature whereas the consumer is deceived, misled, to a significantly lower estimate cost. Given the timelines the company knows the consumer is essentially held hostage and has no options other than to proceed with the contract despite gross underestimate. 

  Sincerely,

  ****** ***

• Initial Complaint

  Date:07/29/2025

  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 saw an ad on ******** for moving companies and did reviews and decided on Top Tier Moving Group, LLc. This was the first time I ever hired a moving company. On June 17th I signed a contract for them to move me from ******** Twp, to *********** MI on 7/26/2025. I told the salesman I had a 3 bedroom, 3 bath , 1700 sqft house. I didnt realize I had to tell them everything I had in my house sitting at work. They quoted me 3000 it was now 4000. They got there at 12:45. Had 2 guys and one had to be 115 pounds and I think was hung over and a new hire. Then 1 hour worth of paperwork. Then they tell me not all my stuff is moving, and the boxes werent medium size,which I will take the blame, I didnt read the entire contract, and they came with a half full truck of someone elses stuff. I wanted to tell them to kick rocks, but they had me. They charge for every wrap they have to do. The movers actually said the salesman didnt include packing for the TVs but they charged me for the 4 tvs. The movers asked me if I had an apartment or a house? Why call me and ask me how many boxes, why ask how big the house is if your not sending a truck to fit it. My husband and I itemized the entire house and all they wanted was the box count. I had to rent a 26ft Uhaul and I HAD TO MOVE MYSELF AS THIS WAS THE LAST DAY I HAD. The 26ft was full. They scratched the floor of both houses, one never been lived in. Broke several things, had zero care for anything, and thats the items I can see. Before the move they told me the insurance they have is just basic and to cover everything was ****** addl? I didnt get that insurance. ************ is bait and switch. I am asking for the money I had to pay to get a UHaul. I dont know what I am going to do about my floor, which I think they should replace. They did not clean up after themselves and left the tape rolls, tape and cardboard everywhere. Their phone message is a joke, because it says they do it all and care for your stuff like it was theirs.

  Business Response

  Date: 07/30/2025

  
  Thank you for bringing these concerns to our attention and taking the time to share your experience. We understand how important a smooth and stress-free move is, and we apologize if our services did not meet your expectations.
  
  We would like to clarify that the estimate you received was based on the inventory and details provided at the time of booking. Our goal is always to set realistic expectations and avoid unexpected charges; however, additional inventory and/or services such as packing delicate items (e.g., televisions), handling bulky items, long carries, stairs, or shuttle requirements can result in changes to the total costper the terms outlined in your contract. 
  
  Upon review of our internal records - both written and verbal- we also do not have any record of a call placed by you on the day of pickup to raise concerns or request clarification. Had we been contacted at that time, our team would have been available to assist you, review your estimate, and advise on how to proceed, including the option to remain within the original estimate and avoid additional charges.
  
  With respect to damages or missing items, we would like to remind you that Top Tier Moving Group is a licensed moving coordinator and broker.  Although we cannot be held liable for the actions of the moving crew, we encourage you to contact them directly to initiate a claim for damages. If you need assistance in identifying or reaching the assigned carrier, we would be happy to provide additional information related to your file. 
  
  At Top Tier Moving Group, we are committed to resolving ongoing concerns and while we are unable to refund expenses that fall outside the scope of our direct coordination, we welcome the opportunity to escalate this matter internally for review. If youd like us to do so, please provide a copy of your U-Haul receipt and any supporting documentation you may have to ******************************* or contact our *************************** at ************. 

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23669089
  
  I am rejecting this response because:

  You clearly did not send a truck for a 1700sqft, 3 bedroom, 2 level house. Im stuck with the 4000 bill, but I want the money that I had to pay for a uhaul. Your company did not provide adequate moving trucks that I hired you for. You did not provide the service which I hired you for. I did not ask for your company to only move half my house 4 hours away. I asked for a complete move. Your salesman was a bait and switch and promised the earth moon and stars and all I got was stress. I tried calling on Saturday on my way to pick up the uhaul on the emergency line and was on hold only for a computer to make me leave a message. As a matter a fact I called every extension you had on the phone list. My call log is attached. I thought I hired toptier moving, who showed up to move us? They left their garbage at both sites, threw their drink containers in both houses. I could have hired drunk teenagers and got better service.
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 08/18/2025

  We understand how stressful moving can be and would appreciate the opportunity to clarify on several points you have mentioned. 

  Per our Terms and Conditions, Top Tier Moving Groups moving estimate is determined by the inventory list and services requested by the customer. The quoted price is not based on square footage, number of bedrooms, or overall size of the home, but strictly on the detailed inventory provided. We also do not operate as a bait and switch company but rather offer our services based on the information provided to us by the customer at the time of booking. Our records show that you completed your ***************** call on July 22nd prior to pickup. This call is specifically designed to allow customers to add, remove, or update items on their inventory to ensure that our estimate and services reflect their actual moving needs prior to the crews arrival.

  Should additional items be present at the time of pickup beyond what is listed in your confirmed inventory, then evidently this would require additional space and services, resulting in an adjusted cost. While we do take your comments seriously and regret that you needed to rent additional equipment, the circumstances surrounding that decision appear to be a result of differences between your provided inventory and the actual items needing transport. Thus, we cannot be held liable for costs incurred outside the scope of our role as broker and the provided services. The behavior you described, including leaving trash behind is also not in line with the standards we expect from any of our assigned carriers. Therefore, we will be reviewing this matter internally to ensure corrective measures are taken.

  Should you wish to further discuss your concerns or require assistance with filing a claim, please contact our **************** team directly at ************ for assistance.

  Customer Answer

  Date: 08/19/2025

   
  Complaint: 23669089
  
  I am rejecting this response because:

  They just regurgitated what they sent before. They have no history of me calling because no one answered the phone. I left a message on their emergency number and of course no one called me back, then i called 3 more times (1 on each extension they have,but didnt leave a message as i already had)I attached the call log to this complaint recently. This is a bait and switch company. The question isn't about the cost THEY charged me, the issue is I STILL HAD TO MOVE MYSELF. They did not send a big enough truck. I want the refund on the uhaul, which I also attached to the complaint recently as well.They can not expect some who is calling to get a quote from their place of employment sitting at my desk know everything in a 3 bed 3 bath home. Why call me just looking for box count the night before if it really had no baring on the truck they sent. My husband and I had a full list ready to tell them the night before which would have helped in them sending a big enough truck. They didnt even move half my stuff. My husband had hernia surgery a few days prior to the move which is one of the reasons we opted for a moving company. We should have just rented two uhauls as it would have been cheaper and my brand new floors wouldn't have deep scratches and I would have know what was going on and been prepared to move myself. I will never hire a moving company again.
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 08/19/2025

  We continue to emphasize with your concerns; however, it is also our responsibility to uphold the terms and conditions outlined in your signed agreements.  During the recorded quality assurance call, efforts were made to confirm an accurate inventory list with you prior to pickup by discussing multiple items such as removing barstools, adding a refrigerator and increasing your tote and box count. Based off the information we were provided, our company quoted your move at 1065 cf., however that amount was exceeded at pickup by 335 cft. per the attached bill of lading. While we understand that having to rent a U-Haul was not an ideal outcome and caused additional frustration, our services as a licensed moving broker were completed as contracted we coordinated your move with the assigned carrier and that carrier fulfilled the transportation of your goods per the attached Bill of Lading. 
  

  We are still able to communicate on your behalf with regards to the floor damages and resolving any claims , however, we urge you to first file such claims directly with your assigned carrier. Should you require their contact or claims information, please submit a written request to our email ******************************* or contact our customer service team at ************ so that we may provide that to you as soon as possible.

  Customer Answer

  Date: 08/21/2025

   
  Complaint: 23669089
  
  I am rejecting this response because: They are just wasting time and repeating all replies. Nothing is going to come of this. I hope people search for.this awful company and see how they treat clients. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:07/28/2025

  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.

  Top Tier uses deceptive practices to sell their services. The salesman I spoke to provided me information that proved to be false. He promised the move would take no longer than 10 days from the time they picked up the furniture. This proved to be false and the length of time could be up to 21 days, which became a huge issue when airline tickets are bought going off the word of the salesman. Second, he told me I needed to buy two $25 boxes for the two televisions, this also proved to be false, then they arrived they changed an additional $75 per television because they needed a crate to put them in. When the tvs were delivered I discovered they were simply wrapped with an additional $25 box but they changed me $75 per box. The salesman knew the size of the tvs before quoting me the price, there is no reason that I should have been told it would be only $25 per tv.

  Business Response

  Date: 07/28/2025

  Thank you for bringing this matter to our attention. We take all of our customers concerns seriously and would appreciate the opportunity to address your feedback.

  We kindly ask that you refer to the signed agreements provided at the time of booking, which outline that Top Tier Moving Group does not guarantee any pick-up or delivery dates under any circumstances. As stated in our contract: "Top Tier Moving Group agrees to facilitate a carrier to move your household items as promptly as possible, and in accordance with the information provided, regarding your items moving from origin to destination. Due to situations beyond our control, such as, but not limited to, inclement weather, mechanical breakdowns, road construction, remote pickup or drop off locations, difficult or limited lanes of travel, etc., there are no guaranteed pick up or delivery dates and/or times."

  With regard to the charges incurred for your television boxes, we would like to clarify that while our sales representatives may provide an estimate (e.g., $25 per box), the final pricing is determined by the ******* on-site based on the actual materials and methods used. In your case, your televisions were wrapped using what is referred to as a "soft crate"a protective wrapping method that includes multiple layers of moving blankets, shrink wrap, and additional reinforcement to prevent damages during transit. This service was billed at $75 and is commonly used for high-value or fragile items.
  
  Per our records, your itemsincluding the televisionswere handled and delivered without damage, which indicates the protective measures were effective and properly executed. If you have any additional questions or concerns, please do not hesitate to contact our customer service department at ************. We remain committed to ensuring your satisfaction and addressing any further issues you may have.

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23663646
  
  I am rejecting this response because: Their sale person ****, repeatedly told me that the delivery would be made within 10 days, never mentioning it could take up to 21 days, that is deceptive to those who actually believe they are being told the truth. **** also knew the size of the tv's, I'm sure this isn't the first time they've had to move tv's, telling me a $25 box is the cost when it is actually $100 is also very deceptive. I don't believe for a moment that **** did not know the actual cost and lied to me about the price. To come back and say "the tv's were delivered without damage so I should be happy" is ridiculous, I expected that for the price you quoted me which is $25. They are not an honest company and tell you information that is not true to get your money.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 07/30/2025

  We understand how important accurate and transparent communication is, especially during a move. While we empathize with your frustration regarding the timeline that was verbally discussed, it is important to note that, per the **************************** (DOT), carriers must always make their clients aware that the delivery of their household goods can legally take up to 21 business days. As previously mentioned, this window accounts for unavoidable delays that can occur during transport such as weather, traffic, mechanical issues, or mandatory DOT inspections. However, this does not mean every delivery will take that ******** are completed well within their reasonable time frames.
  
  According to our records and confirmation from your assigned carrier, your shipment was picked up on July 11th and successfully delivered on July 26th. This falls within 10 business days, aligning with what was discussed during your coordination.
  
  We also understand that there was a discrepancy between the anticipated cost and the actual charge of your TV boxes. While our team strives to provide accurate estimates based on standard scenarios, our contractual agreements state that final pricing may vary depending on the size, protection required, or specific circumstances at the time of packing. Your signature on said agreement would serve as acknowledgment and agreement to those terms. To ensure our representatives remain compliant and operate in accordance with our terms and conditions, your concerns will be forwarded to the appropriate department for internal review and further coaching, if necessary.
  
  As to your comment, the TVs were delivered without damage so I should be happy, please know this was never implied or stated, as we would never dismiss a clients concerns. Rather, we meant to emphasize that, despite any misunderstandings, our team has fulfilled its core responsibility to transport your goods with care and professionalism, which includes delivering sensitive items like televisions safely and undamaged.
  

  If you have any further questions or concerns, we would appreciate the opportunity to address them and be of further assistance. 

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23663646
  
  I am rejecting this response because:

  I'm going to explain what was said to me and what should have been said to me. ****** never said 10 business days, I know this because I had to buy a ticket for a flight to ******* and I asked him several times what the latest day of delivery would I gave him the date of 10 days out from when they picked up the furniture and he said it would be delivered by that date. Why would I buy an airline ticket to fly to ******* 10 days after if he told me business days and he surely never mentioned 21 days, sure it says it in the contract but the issue here giving misinformation to the customer to make your sale. 

  As for the comment "As to your comment, the TVs were delivered without damage so I should be happy, please know this was never implied or stated, as we would never dismiss a clients concerns." It absolutory was said to me several times by ******* when I called, she emphatically asked if the tv's were delivered without damage and said I should be happy they weren't damaged and that justified the cost. To your comment "our contractual agreements state that final pricing may vary depending on the size, protection required, or specific circumstances at the time of packing" a 55" and 65" ****** require the same amount packaging as every other TV that has been moved. You're implying that you thought a $25 dollar box would be suitable when in fact it would need a $100 box? I will not accept the fact that you did not know when they showed up they were going to charge more for those TV's, and you take advantage of the situation.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/05/2025

  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.

  I contracted with Top Tier Moving Group with a pickup on May 13, 2025. At the time of booking, I was told that delivery would likely occur within 2 days of pickup. I was never informed that Top Tier is a broker, not the actual moving company. This critical information was withheld until the day of pickup, when *********************** arrived and informed me that they, not Top Tier, would be handling the move and that delivery would occur within 7 days, guaranteed 21 business days, not 2 ******* the 7-day **** approached, I contacted the driver for an update. He told me he had no information, and that the dispatcher at the carrier determines delivery schedules. I made several attempts to reach the dispatcher on June 18, 19, 23, and 26 without receiving any updates.I reached out to Top Tier multiple times to assist in resolving this issue. Despite being the broker and my primary point of contact, they repeatedly told me they had "no control" over delivery and offered no meaningful support. I emailed them on June **************************** arranging delivery. They responded on July 1four days *********** providing the carriers phone number, which I had already been using. I also placed multiple phone calls to Top Tier throughout late June and July, all of which went ************* of today, my belongings have been undelivered for over 7 weeks, well past the 21-business-day timeframe. Neither Top Tier nor the carrier has provided a revised delivery date or clear communication. Due to the ongoing delay, I have been forced to live without my household items, incurring additional and unnecessary expenses on meals, clothing, and basic *************** Tier has failed to disclose essential information, take accountability, or act on my behalf during a highly stressful situation. I am filing this complaint to request accountability and immediate assistance in securing delivery of my items and to seek appropriate compensation for the delay and resulting hardship.

  Business Response

  Date: 07/08/2025

  Thank you for providing this feedback. We are sorry to hear you are unhappy with our services. 
  
  After a thorough review of our records, both written and verbal , we can confirm that our customer service team has been in communication with you during the course of your move. During those calls, our representatives provided you with delivery estimates, as well as, the carrier's contact information to assist in obtaining real-time updates on your shipment. 
  
  We understand your frustration regarding the delivery timeline. However, we would like to respectfully refer you to the terms outlined in your signed agreement. Specifically, Section 4 of the contract states:
  
  "The customer has hired ******************** as a ********************** coordinator/shipping agent/broker. Top Tier Moving Group is not to handle, or otherwise participate in a move as a carrier."
  
  Also, outlined in Section 6:
  "Top Tier Moving Group agrees to facilitate a carrier to move your household items as promptly as possible, and in accordance with the information provided, regarding your items moving from origin to destination. Due to situations beyond our control, such as, but not limited to, inclement weather, mechanical breakdowns, road construction, remote pickup or drop off locations, difficult or limited lanes of travel, etc., we are unable to guarantee pick up or delivery dates and/or times."
  
  While we work diligently to support our customers throughout the process, the actual delivery scheduling is determined by the carrier. As the broker, we facilitate the coordination of services but are not involved in the physical handling or transportation of household goods. That said, our team had made you aware on  6/23 at 2:32pm that, in cases of extended delay, carriers may offer compensation or discounts at their discretion to help rectify the inconvenience. These matters, however, would typically need to be communicated and handled directly between the customer and the carrier.
  
  Since you mentioned having difficulty reaching the carrier, please know that we are here to assist in any way we can. If you continue to have trouble getting in touch with them directly, please dont hesitate to contact our customer service department at ************, as our records show our last form of communication with you was on 6/26. We remain committed to helping resolve any ongoing concerns and have appreciated your patience during this time.
  
  

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23558563

  I appreciate the response from Top Tier Moving Group, but I must strongly disagree with several points made in their reply.
  

  First, while it may be technically true that Top Tier is a broker and not the physical carrier, that fact was never clearly disclosed at the time of booking. I was led to believe that Top Tier would be handling my move directly, and only on the day of pickup did I learn that a third-party carrier, ***********************, would be responsible. The fact that this information was buried in the fine print of the contract (Section 4) is not acceptable nor reasonable. There was no upfront disclosure, no explanation, and no opportunity to opt out once I discovered the actual mover.

  Second, although Top Tier now refers to Section 6 of the agreement stating they do not guarantee delivery dates, this does not excuse the complete lack of communication or support after the initial pickup. My belongings have been undelivered for almost 8 weeks, well beyond the 21-business-day delivery timeframe I was told at pickup. Despite repeated calls and emails to both the carrier and Top Tier, I received no proactive updates, no timeline, and only vague deflections about not being "in control."

  
  Top Tier claims their team communicated with me on June 23. That call resulted in no updates, no advocacy, and no assistance. I tried calling 6/26 and twice on 6/30 with no answer, also emailed on June 27 requesting urgent help, and the reply on July 1 simply restated the carriers contact info, which I already had and had been using without success. I emailed back to them on July 5th, once again no follow-up was provided. This is not meaningful customer service.

  Importantly, I have now been told inconsistent and conflicting information by multiple people, both from the carrier and Top Tier. Delivery windows and compensation policies have changed each time Ive spoken with someone new. To make matters worse, no delivery estimate was ever documented on the moving estimate or bill of lading, and no confirmation of a delivery window was provided via phone, email, or textdespite repeated requests. I was initially told verbally that delivery would occur within 2 days, which was later contradicted by the carrier and again by Top Tier. Because of this repeated inconsistency, I am requesting that Top Tier provide a written confirmation of both the updated delivery timeline and compensation terms. Without written documentation, I have no confidence that the information Im being given will be honored.

  Finally, Top Tiers own Terms (Section 4) state they will act on behalf of the customer in resolving any claims or delay issues with the carrier. They have not done this. They have not advocated for me, obtained a revised delivery date, or offered any compensation guidance despite knowing the shipment is well past the promised window.

  This is not just about a delayed deliveryit is about misrepresentation, lack of disclosure, and failure to fulfill even the basic coordination or customer service obligations of a licensed broker. I respectfully request that Top Tier:
  1.     Actively contact the carrier on my behalf to confirm the delivery date.
  2.     Ensure the carrier honors the compensation for delays beyond 21 business days (as previously discussed) by providing written confirmation of the expected delivery date and compensation terms to my email address ********************* or in response on BBB.
  3.     Acknowledge their failure to support me during this process and take meaningful corrective action.
  
  Sincerely,
  
  ***** ***

  Business Response

  Date: 07/18/2025

  Thank you for taking the time to express your concerns. We understand the frustration youve experienced and want to address the points youve raised clearly and respectfully.
  
  Firstly, we would like to reiterate that Top Tier Moving Group is a licensed broker and we do not work to bury this information. The fact was disclosed during the booking process when the contract was signed with your representative. As outlined in your signed agreement, our role as a broker is to coordinate your move and match you with a licensed and insured carrier. This disclosure is a required and standard part of our process, and your electronic signature at that time of booking served as acknowledgment and acceptance of these terms.
  
  Additionally, the name of your assigned carrier, would have also been provided during your verification call, which occurs shortly after booking and prior to pickup. During that call, we review key documents such as the bill of lading, acceptable payment methods, and other important details about your upcoming move.
  
  As your broker, our services are considered fulfilled once your move is successfully dispatched and coordinated with a licensed carrier. Any ongoing delivery timelines, compensation claims, and communication regarding specific delivery arrangements would need to be handled directly with the carrier, as they are in physical possession of your goods.
  
  However, since your initial request for delivery update, our team has remained in communication and has made multiple requests to the assigned carrier for the status of your move, as well as, provide any documentation related to your file. While we understand the delays and gaps in communication have been deeply frustrating, we want to emphasize that we have continued working on your behalf to resolve these issues.
  
  That being said, if you are experiencing continued difficulty reaching the carrier or have yet to receieve your goods at this time, we encourage you to contact our customer service department directly. We remain available to assist in coordinating communication and are committed to supporting you as best we can within the role and limits of our services.

• Initial Complaint

  Date:06/21/2025

  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 had one of the worst moving experiences of my life with Top Tier Moving Group and their third-party movers, Loadrans. I was quoted $4,000 for a move from ********** to *******. But when Loadrans showed up late, they took a lunch break while loading, and then suddenly tried to double the pricedemanding another $4,000 on the spot, claiming I hadnt listed certain items (even though I had been thorough and upfront during the quote process).When I asked for clarification, I was spoken down to, told to calm down, and completely disrespected. I wasted my entire dayfrom 11 AM to 5 PMtrying to deal with this. I felt cornered and had no choice but to move forward under pressure. Even after paying more, they didnt take everything that was included in the original ******** make things worse, I called Top Tier Moving Group 16 times during all this. I was hung up on repeatedly by a supervisor named *******, who eventually told me I needed to call during business hours to get her bosss nameafter the move was already done and the damage was done.This experience was stressful, deceptive, and completely unprofessional. I wouldnt wish it on anyone. Avoid these companies at all costs.

  Business Response

  Date: 06/25/2025

  We are sorry to hear if our services did not meet your expectations. At Top Tier Moving Group, we value transparency and take all customer concerns seriously. 
  
  By law, the ******* is required to complete a walk through of the home or pickup location to confirm the inventory list that was originally provided by you. If there are any additional items, they would require additional space that exceeds your original estimate of 523 cubic feet. Records show that upon arrival, our team had identified an additional 105 cubic feet of items not previously included. While an increase in inventory may result in an adjustment to the overall cost, as outlined in our agreement, the claim of an additional $4,000 charge is inaccurate. The new charges would have also been discussed and agreed upon, per the attached estimates, before any services continued. We do not pressure or obligate any of our customers to move forward with services they are not comfortable with. If you had chosen not to move forward with the additional items, the original quoted inventory and pricing would have remained in place. 
  
  While our call records show that multiple after-hours calls were made on the day of pickup, they were all connected and handled by both our customer service agents and supervisor at the time of pickup. At no time would we intentionally disconnect or hang up on a customer, as we strive to maintain a respectful and neutral environment for both our customers and staff at all times. Any advisement to "remain calm" by the employees on site would have also been made to help de-escalate and manage the situation in a safe and constructive manner. 
  
  Our records show that you did follow up the next day during regular business hours and spoke with our customer service manager, whom you expressed appreciation for her shown empathy and patience during that call. While we do not yet have the documents that had been requested during your call, we are in the process of acquiring them on your behalf and will have them forwarded to you upon receipt. Should you have any additional questions or concerns, we encourage you to contact our customer service team directly at ************. We remain committed to resolving any outstanding issues and ensuring a professional experience for you and all future customers.
  
  

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23502270
  
  I am rejecting this response because: This is what I received after calling everyday since pickup from loadrans the company that you referred me to. 
  

  no signature and inaccurate cost and charge I paid them $1050 via Zelle that day which doesnt match what the response or receipts say. 
  

  I was told that I needed to pay $750 at pickup and drop off. 

  Also check the signature it is not mine! 
  Sincerely,
  
  ****** *****

  Business Response

  Date: 07/02/2025

  Thank you for providing additional information related to this matter. Wed like to clarify the details of your estimate and payment schedule to avoid any further confusion.
  
  We ask that you please refer to the original estimate that was signed on Saturday, May 31, 2025 at 11:37 AM, as well as the revised written estimate that was signed on June 21, 2025 at 12:01 PM. The revised estimate reflects an increase of 105 cubic feet, which resulted in a total remaining balance of $2,100. As outlined in our payment and pickup terms, the balance is split into two equal payments: 50% due at pickup, 50% due at delivery.
  
  This revision was discussed and agreed upon per your signature and is the reason why a $1,050 payment was collected onsite.
  If you had proceeded based on your original base estimate of 523 cubic feet, then the  remaining balance would have been $1,500, split into $750 at pickup and $750 at delivery, which you referenced in your previous message. However that was not the case, in this instance.
  
  If you believe the signature on the revised estimate is inaccurate or not yours, we strongly encourage you to contact your carrier team directly, so they may conduct a thorough investigation and review their records for any discrepancies.
  
  Should you require further assistance from our team and/or have any additional questions , please do not hesitate to contact our customer service department as we take these concerns seriously and remain committed to resolving any outstanding issues. 

• Initial Complaint

  Date:06/10/2025

  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.

  Top Tier sent a local mover arrived with a dilapidated truck full of someone else's stuff. The movers were physically kicking the items inside of the truck trying to make space, showing a great lack of professionalism. Truck lacked adequate space to move listed items. No driver's or professional licenses could be provided at request. The movers cited there being more than 317 cf of stuff to move (contracted amount) as the reason for leaving. However, ***** insists there was "less than 300 cf" of stuff while she was looking at the photos from my file while I was on the phone requesting a refund, performance of the contract, or arbitration. She refused all three. I asked ***** for the licenses; she said "no" and refused to provide a reason. The contract lists June 5 to June 6 as the pickup window. I was told the movers would arrive on June 5th on the phone. I drove almost 9 hours to meet them on June 5. They moved the pickup date to June 6th at the last minute. I was also told last minute that the movers don't take credit card on pickup and drop off for the final installations of the payment (which I never made). I would have been forced to use a money transferring service or cash. ***** admitted on the phone they arrived a day late. She admitted the amount of cf I had for pickup was less than 300 cf, based on the photos she saw. As an alternative to a refund, I requested Top Tier send a licensed mover with adequate resources (space and state & professional licensing) to complete the contract. ***** refused and hung up the phone on me. I have called multiple times about a refund for my $800 deposit. I received no services from Top Tier and need to reschedule with a legitimate moving company. They have collected a substantial payment from me, and the services have not been performed. They are not willing to even partially perform. I am unable to schedule a new service without the $800 returned as I will not earn regular paychecks from my new position until August.

  Customer Answer

  Date: 06/10/2025

  Hello,

  Please find attached an email I sent to the contacts I have communicated with at Top Tier (***** and ****). They have not responded.

  Thank you,

  ****** ****

  Business Response

  Date: 06/11/2025

  Thank you for taking the time to provide your feedback. We value all customer concerns and strive to ensure a transparent and professional experience throughout the moving process.

  Please note that all carriers within our network are fully licensed by the *********************************, bonded, and insured. By law, the ******* is required to perform a walk-through of the home or pickup location to confirm the inventory list that was initially provided by the customer. If there were any additional items that were not originally disclosed, additional space may have been required beyond the original estimate of 317 cubic feet. In this case, the ******* provided our office with photographic documentation confirming that the truck had over 600 cubic feet of space availableample room for the items scheduled for pickup. As outlined in the signed agreement, the customer confirmed the pickup window of June 5th or 6th. Per our records, the customer was informed on June 4th that the movers would be arriving on June 6th, which was confirmed on a recorded line.  On June 6th, when the driver experienced a flat tire, the customer was promptly updated and informed that arrival would now take place on June 7th,  which they confirmed on a recorded line. Despite the customers refusal of service at the time of pickup, our customer service representative offered to reschedule the move with an alternative carrier and offer resolution. However, at this time, we have not received confirmation of new dates or alternative communication from the customer in order to proceed with their request.
  
  Should they have further questions or would like to proceed with rescheduling, please contact our customer service department at ************, and our team will be willing to offer additional assistance.

  Customer Answer

  Date: 07/07/2025

  I only now saw this message. They say they offered me to reschedule, and they most certainly did not. They are liars and I wish to continue the dispute or open a new one. Please advise.

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23445492
  
  I am rejecting this response because: the assertion that they "offered to reschedule the move with an alternative carrier and offer resolution" is an outrageous lie. I was the one who called to ask for a refund or for an alternate solution, like rescheduling, and they childishly denied both of my requests. I spoke on the phone with their customer service representative, *****, and told them I would report them to the appropriate authorities, like BBB and DOT, and she laughed at me, sneeringly told me "good luck", and then hung up on me. I sent them an email requesting they perform the contract or send a refund, and they have not responded to date. Please see attachments of screenshots of this email, which proves they flat out lied in their response to BBB.

  I just moved to ** for a new job. I contracted with Top Tier to move my belongings from my home city, **********. It is a 9-hour drive to ********** from **. When I originally contracted with Top Tier, they estimated a June 5th or June 6th pick up. I called closer to the date to confirm which date specifically because I had to coordinate with my job to take time off to drive home to be present for the move. I was told to expect June 5th. When I arrived in ********** on June4th, in anticipation of their arrival the following day, I received a call from Top Tier in which they insisted they could only pick up my belongings on June 6th. Top Tier insisted that as so long as someone was present, they would continue with the move as planned. My mother agreed to open the door for them so that I could return to ** on time for work.

  On June 6th, due to a flat tire, the moving truck was not available for pick up until almost 8pm, nearly dark outside, which was too late for my mother to meet them. They said they would arrive on June 7th, two days from the original date I was told. When the movers arrived, it was two men with a dilapidated truck. The movers were actively kicking and mishandling items already in the truck (someone else's belongings). My mother asked to see their professional licenses and/or their driver's licenses. They refused. To date, Top Tier has not been able to provide licensing for whomever they outsourced the contract. The men with the truck then claimed there was more stuff than what was listed in the contract and demanded more money from my mother before they would load anything. She refused. They then drove off. To be clear, when I spoke with ***** on the phone, she insists (she has pictures) that there was more than enough space in the truck for my stuff. So Top Tier has a conflicting statement from the men in the truck that they sent. Top Tier says there was enough room, the men demanded more money because they said there was too much. 

  Either way, I called to try to get a refund so I could hire a different company or have Top Tier send someone else. I was met with unprofessionalism, and now I have radio silence from them. The claim that they tried to resolve this with me is laughable and absurd. I simply want my $800 back. They performed no service for me, have run away from all attempts to settle, and I can't hire another mover until I get that sum back. 

   

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

  Business Response

  Date: 07/08/2025

  Thank you for bringing your concerns to our attention. After thoroughly reviewing our recordsincluding written communications and multiple recorded phone callswe respectfully disagree with several of the statements made in your complaint, as they do not accurately reflect the sequence of events or the efforts made by our team to accommodate your move.
  Communication Timeline & Documentation:
  6/4 at 11:42 AM You contacted our office to request an ETA. Our customer service agent informed you that dispatch was actively coordinating the schedule and would provide an update within a few hours.
  6/4 at 1:48 PM A customer service representative reached out to confirm a scheduled pickup window for 6/6 between 9:00 AM 12:00 PM. While we always aim to meet customer preferences, our signed contract explicitly states in Section 6:
  Top Tier Moving Group does not guarantee any pick-up or delivery dates, under any circumstances... Due to situations beyond our control there are no guaranteed pick up or delivery dates and/or times.
  This policy was communicated to you during the call and while we attempted to work with our dispatch team to accommodate a sooner arrival time, unfortunately were unable to do so. Despite the scheduling limitations, you verbally agreed to the 6/6 pickup window and confirmed that your mother would be present on-site in your place. You also confirmed payment methods during this conversation.
  Day of Scheduled Pickup:
  When the assigned carrier experienced a mechanical delay (flat tire), you were updated with an adjusted arrival time for the evening of 6/6 around 8:00 PM. Your mother declined the evening arrival, citing discomfort with a late move, which we respected. A mutual agreement was reached between you and the carrier to complete pickup the following morning, 6/7, which was fulfilled as we have proof of arrival on that date.
  Unfortunately, neither you nor your mother contacted our customer service while the movers were onsite, which would have allowed us to assist in real time. The next call we received was on 6/7 at 10:05 AM, where you requested a refund. During that call, our agent reminded you of the companys policies under Section 20 of the signed agreement, which states:
  A refusal of service will be treated as a late cancellation and result in a forfeiture of my deposit.
  The customer service agent, who is not authorized to approve refunds, advised you to contact management the following day with regard to your request. The call ended abruptly after repeated use of profanity directed at our staff.
  Follow-Up & Resolution Attempts:
  6/9 at 1:22 PM You called again to request another carrier to service your move with us. Our team began coordinating a re-dispatch and explained that your original estimate (317 cubic feet) was based on your provided inventory. If the ******* noted the volume was higher while onsite, this is accounted for in our contract, which outlines that any changes in inventory or services requested may result in a price adjustment.
  You demanded private driver licensing information, which is not required to be provided directly to customers as all of our carriers are licensed, bonded and insured. As stated, all carrier credentials are verifiable through public FMCSA and DOT databases, which we openly provide for transparency.
  Despite our attempts to facilitate your move and provide alternative solutions, the calls escalated into threats and inappropriate language from you, ultimately resulting in a refusal of service. As previously mentioned and outlined in our agreement, refusal or denial of service constitutes a late cancellation and does result in the forfeiture of the deposit.
  We understand that moving can be a stressful experience, and we genuinely strive to assist our customers in every way possible. However, we must also hold them to the signed agreements and documented communications that govern the terms of our services.
  Please let us know if you would like us to re-send copies of your signed contracts and/or any call recordings for your records, as we are committed to resolving any ongoing issues or concerns .
  

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23445492
  
  I am rejecting this response because: 

  Can you provide licensing for the men you sent? Do you actually have professional licensing? I demanded licensing information from your company and you say it is not required to be provided "as all carriers are licensed." If they have professional licensing, and are covered then why don't you produce that paperwork?

  The movers you sent tried to ask for more money from my mother before loading anything, which is out of bounds of the contract. This was not a refusal of service.

  If I call you to reschedule a pick-up date, will you actually follow through and reschedule? You already have my deposit. I will pay the agreed upon contract price if you finish the contract. 

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

• Initial Complaint

  Date:05/09/2025

  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.

  Top tier moving company gave false information multiple times over the phone, miss represented their business practices, and is refusing to refund deposit.

  Business Response

  Date: 05/21/2025

  Thank you for bringing this matter to our attention. However, after a thorough review of our recordsboth verbal and writtenwe were unable to locate any account or prior communication associated with the information you have provided. We take all concerns seriously and are happy to look into the matter further. Should you have additional details or documentation, we encourage you to contact our customer service department directly at ************. We are committed to resolving any valid concerns and will gladly assist.

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23308025
  
  I am rejecting this response because:
  As the company stated they have AI recordings of the calls and I have the debit from our account for the deposit. 
  Sincerely,
  
  Holland *******

  Business Response

  Date: 05/29/2025

  Thank you for bringing this matter to our attention. After conducting a second review of our records using the order number provided, we were able to locate the corresponding customer account. We are pleased to confirm that a resolution had been reached with the customer, and a partial refund was issued in accordance with their request. Unfortunately, as you are not listed on the account, we are unable to disclose any further details due to privacy considerations. However, we remain committed to providing support and ensuring a satisfactory experience. Should the account holder have any additional questions or concerns, we would be more than happy to assist them directly. We value every opportunity to improve and appreciate your understanding.

• Initial Complaint

  Date:05/09/2025

  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.

  This company is a scam and a bunch of liars, read the reviews online for how terrible of a company this is.

  Business Response

  Date: 05/21/2025

  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience you may have experienced with our services. We've reviewed our records and per our most recent communication with you on May 9th, we were able to reach a mutual agreement, which included issuing a partial refund as a resolution. If you have any additional questions or ongoing concerns, please do not hesitate to contact our customer service department at ************ or email us at ******************************** We are committed to providing quality service and will be happy to assist further.

• Initial Complaint

  Date:05/05/2025

  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.

  Cross country move. Had a quote for boxes and furniture and an amount of space. I paid for said amount then they continued to cut space and up the price on move day after several discussion. I lost all my furniture and half our boxes while paying almost Triple the quoted price for 1/4 of the space

  Business Response

  Date: 05/21/2025

  Thank you for bringing your concerns to our attention. We understand your frustration and are committed to providing our customers with an amicable resolution. We have reviewed our records - both written and verbal - and it appears our last form of communication with you was on 2/1/25. Per these records, it appears our customer service agents provided you with a estimated delivery date and further addressed your inquiries related to moving costs.  We have not received additional inquires from you since that time. If you have any questions or ongoing concerns, please do not hesitate to contact our customer service department at ************ or email us at ******************************** We are committed to providing quality service and will be happy to assist further.