Business Profile

Moving and Storage Companies

Next Stop Relocation, LLC

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Complaints

Customer Complaints Summary

23 total complaints in the last 3 years.
14 complaints closed in the last 12 months.

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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:11/04/2025
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.
Long story short, they took my deposit, was supposed to do the move at 8am. They got there at 10:30pm. They tacked on an additional $1700+ in fees (including stair fees when I told them I was on the 2nd floor). I am preparing to legally fight for my deposit back. Those that scammed me included: *** ********, **** ******, ******, and *****. I was moving out of the ********** area. when I book the appointment, I was not told that because it was booked within 14 days. I wouldnt have a chance at receiving my deposit back I also was not informed that the 8 AM appointment that I originally booked was gonna be ***** void by them because of their moving schedule and not ensuring they had time to conduct my move before they took my business. This place is a scam.
Business Response
Date: 11/05/2025
This review doesnt reflect the full situation. The customer had additional items not included in the original estimate, and the schedule was adjusted at their request. Due to bad weather, we were needing to use the backup day, which had been clearly explained in advance. but she requested same day at night instead of backup day morning. Our team followed all company policies and communicated every detail before the move
Customer Answer
Date: 11/05/2025

Complaint: 24105114

I am rejecting this response because:
I did not request to change pick-up times. When I paid my $800 deposit a pick up time of 8am on Thursday was accepted. At no point was I made aware that the calls to "squeeze me in" that day would change my original 8am pick up. When 8am rolled around without hearing back from the company, I called and texted. I was told they were in route and delayed by traffic. Then it was said there were issues with the truck at 11am. Then it was said the move was moved to 4pm-6pm. Then it was moved to 5-7 pm. Around 7pm, when I reached out because their team was not proactive at keeping me informed at all, I was told it would take another 2-3hours. IF they were not able to work with me at 8am, they should of said something before taking my money. They did not arrive at my apartment until after 1030pm. At that time, it was too late to get anything resolved.
Because they were not there on Thursday at 8am, I had to cancel a flight, extend the time on a rental car, and call out from work on Friday. Their lack of communication, professionalism, and blatant disregard for explaining policies is why I will not accept anything less than a refund of the $800.

Sincerely,

****** *****
Business Response
Date: 11/08/2025
This account of the situation is not accurate. The customer was provided with a two-day pickup window, as stated in the confirmation documents. The move was originally scheduled for the following morning at 8:00 AM, but the customer requested that we perform the pickup that same evening instead, and we adjusted our schedule to accommodate her request.
Despite the customer initiating a chargeback of her deposit, we still completed the service as agreed demonstrating our good faith and commitment to professionalism. All details about scheduling, deposits, and pickup flexibility were communicated in advance.
We pride ourselves on working with transparency and doing everything possible to accommodate our customers, even under changing circumstances. Unfortunately, this review does not reflect the facts or the effort our team made to ensure the move was completed smoothly.
Customer Answer
Date: 11/16/2025

Complaint: 24105114

I am rejecting this response because I did not request my time be moved. I did ask that they let me know if earlier availability was possible. AT NO TIME was any documentation provided that said my 8 am appointment was changed or canceled. My texts show that I had to reach out to them over 12 times to get an arrival time. They initially said the team was on the way and that they were in traffic. The next text said there were issues with the truck. The next text said I didn't have an appointment. The next text said they would be there between 5-7pm....and so on. I was never made aware of any official time change or losing my current appointment. I even reiterated that I would keep the 8am time instead of ******* when they contacted me to accept a 6pm move time.
They are complete liars.

Sincerely,

****** *****
Customer Answer
Date: 11/17/2025
The service was not completed or done. I also did not request for them to change my scheduled time or to move my move time. They have lied in their response.
Initial Complaint
Date:10/11/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Incident: 09/23/25-09/24/25 This experience was completely unacceptable from start to finish. Our issues began immediately on pickup day. They arrived late and were not prepared for the job. The crew members didnt speak any English, making communication extremely difficult. We were unaware the company we had booked our move with was a broker who contracts out their business. They failed to bring basic moving supplies such as furniture pads, shrink wrap, or straps to protect our belongings. Once loading began, the movers repeatedly stopped working, saying they could not continue unless we paid them more money. They claimed we were not contracted for a full truckeven though our original quote clearly stated all of our belongings would fit in a ***** moving truck. After filling only half the truck, they refused to continue unless we agreed to pay additional fees. When we reluctantly complied to avoid being stranded mid-move, they continued loading but handled our belongings with little to no care. They even stood on top of our dining table to make more space and stacked furniture and boxes haphazardly, resulting in extensive damage. To make matters worse, the movers mixed our items with another customers load by placing them in a different truck. Our possessions were not kept separate, and several items were damaged, broken, or ruined during transport and delivery. We have documented the damages with photos and have sent multiple emails and messages to both companies. Despite numerous follow-up attempts, we have received no compensation, no refund, and no responses. Both companies have demonstrated misrepresentation, negligence, and a total lack of accountability. There are many more things to say about this experience that I cant fit in this one box, but the company made a lot of promises and kept none of them. This whole situation couldve been avoided entirely. We will never be using their services again and hope to come to a very good resolution.
Business Response
Date: 11/08/2025
This review does not accurately represent the circumstances of the move. The customers inventory and truck space requirements were significantly more than in the original quote, which was explained in detail before loading began. The crew only proceeded after receiving authorization to adjust for the actual volume of items, in full transparency with the customer.
All movers are trained, licensed professionals, and necessary moving materials such as pads and wrapping supplies were available on-site. At no point were items intentionally mishandled, and all services were provided according to company policy and the signed contract.
Its also important to note that we communicated throughout the process and offered assistance to resolve any concerns after delivery. Our company takes claims seriously and always investigates reports of damage or service issues to ensure fairness and accountability.
Customer Answer
Date: 11/12/2025

Complaint: 24003928

I am rejecting this response because:
This company is lying right out of their teeth. I have 2 other people who witnessed the incident. The company told me in writing they were not a broker and they were. We had no idea a different, contracted company would be showing up for the move. I asked 100 questions before booking with them to ensure that they werent a broker and they specifically said they were not a broker. They were misleading and unhelpful. There was no follow-up or remedy from the organization, they didnt provide any supplies, and they treated our items poorly. I have several photos of the damage.

Sincerely,

***** ***********
Business Response
Date: 11/17/2025
We would like to clarify that we are not brokers, and this was explained during the booking process and in all written documentation.
When you expressed concerns, we provided the claims form and compensation options. However, we never received the required confirmation or documentation of the damaged items in order to proceed with the claim.
We remain committed to transparency and are still available to review any information you may wish to submit.
Customer Answer
Date: 11/19/2025

Complaint: 24003928

I am rejecting this response because:
- if you arent a broker then why didnt Next Stop Relocation show up at my home. A contracted third party moving company showed up at my house.
- they never followed up with any claim information or remedies after calling numerous times.
- $700 deposit and never received any kind of compensation for the damaged items. Have tons of phone call logs, text messages, and photo evidence.

Sincerely,

***** ***********
Initial Complaint
Date:10/03/2025
Type:Service or Repair Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Friday April 4, 2025 I was serving the next looking to schedule a moving company for my future relocation to *******, ********. I came a crossed Next Stop Relocation website and inquired about a quote. A salesman from there company, *** ********, responded to my inquiry and he called me on the phone. We reviewed room by room what I had in my house. He was very impressed that I knew exactly what I had in each room when I was actually siting in a hotel room in *************. He informed me that because i had a three-bedroom house that I would need a full 26' truck. (See the attached contract). He informed me to get locked in now to beat the summer prices. I decided to give him the required $2,000 down payment so that I would have movers available in the future.After changing the moving date, moving date was finally decided on. It took longer for the buyers of my house to sell their house. I received a phone call from the dispatcher and stated that he had drivers in my area and could pick up a day early (8-7-25). As soon as the drivers showed up, they demanded ***** dollars more. They said I only paid for a 19' truck (when you look at my contract it states 26 full truck). I disputed with the driver and the dispatcher knocked off a mere 800 dollars. I called *** and he said he would look into it and never get back. I placed most upstairs stuff in one of the bedrooms and removed everything from the basement ahead of time and had most other stuff that i could move in garage. I told *** everything I had, and I actually had less because i sold stuff prior to the move. Then instead of taking my stuff to Kentucky 4 hrs away and delivering on Saturday they take it to ********** and switch trucks and delivered on Sunday. That was why they charged me $3000 more than my contract so they could pay another company to delivery. I would not have booked them had I known they were going to charge me 3k more because it does not cost 10k to move 300 miles away.
Initial Complaint
Date:09/11/2025
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.
I contacted price to move one bedroom 125 boxes from ****** to ************. I wanted the property to be put on a truck and delivered from one address. To another without having it placed in a warehouse or transferred to another truck to risk damage or loss . I spoke with ***** *********************************************** Com I asked him to pick up from my home and deliver to the destination directly without putting in storage or changing trucks? He said yes that is what we do, we pick up and deliver no extra stops . I had read reviews you request a quote its different than when the actual movers show up, he told me The quote he gives is the only thing you will pay unless you had an addition room of furniture then it can change the price. I assured him I had 125 boxes and one room of furniture two guitars and a hope chest . Told price 2400 guaranteed. Ask if the items are going to the third floor of the storage is there an additional charge. ***** said no to us it does not make a difference what floor I told ***** I had tvs He asked if they were in boxes? No I said, he said not a problem all packaging and blankets are all included in the package rice. 2400 Need 800 during the phone call 800 when its picked up 800 when delivered All tolls taxes etc included. I had contacted four other companies including the pods. I thought u had asked and investigated properly. Date movers showed up they were New state Transportation *********************************** ************************** They said the quote was wrong its 5200 and I can decline pickup and lose the 800 its nonrefundable.I said neec the mover cant afford to loose 800 so had to agree.The driver put orange stickers on items then ran out so put punk on remaining .The truck came this week wanted me to pay and sign before accepting delivery a lot boxes crushed n opened and missing 14 I saw one in truck told driver its mine he said no not order sticker refused to give
Business Response
Date: 10/06/2025
Your initial quote was based on the inventory you provided at the time of booking which included 125 boxes and one room of furniture. However, on the day of pickup, additional items were added, which increased the overall volume of the move. Per industry standards and as outlined in your signed agreement, the final cost is based on actual space used in the truck. This was communicated to you before any work began, and you chose to proceed.
Regarding your request for a direct, non-stop delivery: that service is available upon special request and at a different price, but it was not selected in your final booking. Standard long-distance moves are completed using consolidated shipping to keep costs down for customers. At no point was there any intent to mislead.
We are also sorry to hear about the reported condition of your boxes. We work with licensed and insured carriers, and any claims for missing or damaged items should be submitted directly through the claims process outlined in your contract. We are happy to assist you with this.
Finally, the $800 deposit was non-refundable, which was clearly stated in the agreement. That deposit covers scheduling, route planning, and carrier assignment, and is standard in the moving industry. We did everything possible to work with you, including offering a resolution, but unfortunately it was declined.
We value every customer and regret that this experience didnt meet your expectations. If you'd like to discuss your concerns further or need help with a claim, were here to assist.
Customer Answer
Date: 10/20/2025

Complaint: 23872291

I am rejecting this response because:
When I contacted your business I spoke to your employee ***** which is recorded right???
I said I had a couple questions
told him I am moving from mass to so ******** I have a bunch of boxes a bedroom set bar cart bookcase guitars suitcases golf clubs and stand need to schedule a delivery truck and need to move my things from my home in ************* and delivered to my storage in ************.
is this something you do ?
Absolutely was *****s reply.
Next I need them picked up the first week of Sept how long will it take them to get to my storage ?
***** said its 3-5 days from pick up to delivery unless you want them in storage.
I said no I dont want them stored or even transferred to another truck..
I told him I heard companies do that - pick up from you and move to a bigger truck. He said were not like all the others he said we are movers primarily and have carriers that can store for those that need it very simple. I said well I dont need storage I just need pick up and delivery . Told him I am checking between hiring a mover or rent my own truck and have it driven there. I have spoken with pods and am waiting for call back from local moving company.
Next, then asked him whats he needs to give me a quote , my things are in garage I can give picture I can measure all boxes are stacked and stored so far.
He said hold on for a minute when he returned said 2865. 00 need 800 today, 800 when pick up and balance on delivery. I said when the truck comes Ill get the final cost? He said no this is the final it will not change. Ii said Ive read review people says the price triples when truck arrives? ***** said those are the ones that tell us they have one room of furniture when we show up they have two and three.. I said that makes sense , I said I only have what I told u and will have ***** more boxes ***** said he said the boxes considered free they dont take up space furniture does !!
okay I didnt know it was by piece and boxes are grouped together ! Yes ***** said furniture is builky take up a lot of room on the truck so They put the boxes on top and under so its all included. He said the cost covers fuel wrapping large iitems boxing and taping I said Ive taped all my boxes he said if you need more its all included . ***** asked if I had boxes for tvs (3) in quote I said no he said we have them they are included too. Nice I said.
   I asked what date would they be picking up - ***** said He will need to see which carrier will be coming here that week and let me know once he finds out.
He asked how the truck would get into the storage I told him my daughter is there that will be waiting for the truck -that good he said.
i said you have answered all my questions sounds like exactly what i need for my move.   He said he can send me quote and we need to give the deposit today. Then he will get the information of the trucking company and the date for pickup and call me back .
when he called back I told him I had a wine cart might be added too its 3 ft tall.
he said that will raise price not alot fir one piece thou- ok.
The date was scheduled the truck arrived  I had total of 151 boxes and the items of furniture etc listed on the quote and a small wine cabinet . They wrapped my two TVs and wanted to charge us for using their blankets I said ***** said its included they made a call said ok they wont charge. They put stickers on each of my items and ran out of the color sticker- when truck arrived it only gave me pieces with one color sticker the other boxes they refused to give and the papers dont tell numbers and the customer copies you cannot read and some of our items had two stickers on them !! So pieces were counted twice.

Plus the additional charge upon arrival for one tiny wine cabinet and 26 boxes cost is 2701.00?
If the quote for 125 boxes and all the bedroom furniture , bookcase hopechest two guitars three tvs suitcases golf clubs holder and golf cart listed on quote-plus movers fuel everything was $2865.00
How come ? The square footage it goes by they said - well that does not add up !
The truck then held my items for almost a month. I was hiring this company to pick up and deliver- you did not!
This was not the agreement I had entered in. Not what I hired your company to do!
The truck did not come when they said , it was missing for all that time !
We were about to of contact police thought our items were stolen because trucking company would not return our calls we left dozens of messages trying to find our items . After three weeks we get a call to meet them at the storage Upon our arrival they want the money and a signature to remove items from truck.snd a tip because they should have charged us to remove from the truck !
Your reply that its a special request and is a different price for a single delivery, is horribly wrong.
I hired this company to move me - I was upfront with what when where and how to move my items - non of it happened as requested or confirmed it would . My request was clearly stated and acknowledged thst my items would be picked up from my home and delivered to my storage. Period
Your calls are recorded i clearly stated I was looking to have my belongings picked up and delivered without combing or holding in your warehouse. And I was assured that my items would be handled professionally safely and exactly as I was requesting. None of that was true - I believe ***** was just trying to make a sale.
You say its a different price?? I asked ***** for quote to pick up from **** st and deliver to so ******** without storage this is exactly what I was quoted for!! But not what was provided-YOU DId NOT do as I had requested ..You Did Not.    This is why I have missing and damaged items. This how you handled peoples personal belongings . ************** company was the third I was in contact with to schedule pickup , I choose your company because you advertise as veterans and I worked with the veterans so I felt honored. What a fool to ever have trusted this company to handle my personal items. The salesperson ***** was his name ! Huh another sign I thought this was a place that would take care of my personal possessions!! Fool I was - I will never ever get over what your company has done and I hope others do not fall into this trap. Yeah I know after I signed contact it said no refunds do I have a choice when truck shows up and doubles the entire quote and says take it or loose your deposit. At that point I needed my things picked up and brought to so ******** my daughter was waiting for . So I agreed - another foolish move should of taken the ******************* lost boxes most important pictures and books from my late mother and grandmother . . We just wanted this to go and get to sc so it would be there when we arrived !
Disgusting I would never treat someone this way . So no I do not accept your excuse - sounds like one posted on your websites under reviews. The horrible part one of my boxes I clearly pointed to the driver/ owner of the company thats my box nope not on his slip wrong color ticket it was white n yellow striped my box no he would not give to me had another delivery to make never to b seen again . I was looking to have my belongings picked up and delivered directly. Its what I was told your company would do and was what confirmed would be - And was not! I hope someone handles yours items as poorly as you have handled mine .
Also you stated just put a claim in for the missing damaged items and I have but what price to recover boxes of pictures and books from your mom and grandmother? When asked to have trucking company go back - they screamed at me and hung up never to return a call or be heard from again. Now that I am responding to the BBB complaint and have not heard back about the claim or the small token refund you stated - just wondering how this will be handled. Extremely unhappy with the entirety of this .
Regards,

********** ******
Business Response
Date: 11/08/2025
This review is not accurate. We were the carrier for this move and maintained clear communication and full transparency throughout the entire process. All terms, costs, and delivery details were explained to the customer from the beginning and confirmed before pickup.
No items were lost, all belongings were delivered in full, and any claims to the contrary are false and made in bad faith. Our team followed standard procedure at every step and ensured that the customer was informed and updated along the way. We take pride in our professionalism and honest service.
Customer Answer
Date: 11/17/2025

Complaint: 23872291

I am rejecting this response AGAIN. because:
Again. Your response is *******% i accurate! You did not do as requested or required, your service is terrible Its obvious you did not read or understand my complaint and or response - i have put a claim in fior the missing items with proof of damaged items several weeks ago. We shall see where that goes - like this complaint i am expecting it to fall into the shadows!
Unless - you are a business thot has quality standards and customer service who cares about the customer and helps to correct a bad situation . Bases on your reply- clearly yours does not fall into that category i base third on my Disgusting - deplorable- horrible contact and service from your company. You did not do as requested pick up and deliver items- not complicated - easy to understand- you said 5-7 days !! That did not happen you kept them for almost a month !!!
Then you lost and damaged my items!
You then OVER charged me 2700 for 30 small boxes!!
And you deny whst actually happen -
I pray to God - no ine ever hired this company to move a piece of clothimg- because you do not take care of items yiu are trusted snd overpaid - to deliver!!!

Sincerely,

********** ******
Business Response
Date: 11/21/2025
Were sorry for your frustration and would like to clarify the situation. About your damaged item, and we immediately apologized and provided the claims form. After a full inventory check, no items were missing.
The charges were accurate based on the extra truck space required and the additional items our crew had to lift, which increased labor.
We remain available to assist you through the claims process and resolve this properly.
Customer Answer
Date: 11/24/2025

Complaint: 23872291

I am rejecting this response because:

You have the same ** generated response - to my detailed disgusting experience which you lost and damaged my items. Your reply to submit a claim Which i did - does not negate your responsibility to NOT mislead, overcharge, and disrespect people - customers snd their property. Again i hope this company changes the business your in . Transportation is not what you should be doing ever. Nor is it customer service. I had not posted to your website under customer response - i had hoped being a Veteran owned business you would fix the problem - you dont *** continue to issue the ** generated reply its the customer not your business practice! Terrible and ridiculous response. Again listen to the recording
what was said snd what was done and what was charged - tells the story. ! Im *********% telling how my interaction with your company went! I hope you do not continue in this line of work much longer, you should not be handling anyones possessions-clearly you do not give a care about customers people or possessions. Disgusted .
Regstds

********** ******
Initial Complaint
Date:08/19/2025
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 business has scammed an elderly couple, not just once, that are trying to move closer to their son and now has stolen ALL of their personal belongings are are holding the items as ****** until the receive thousands dollars more in ******. They claimed their belongings would have been driven out and received by 8/20 and now the day before they contact the couple and let them know that the items were never driven, that the items never were sent the the facility where they were supposed to go and now they are holding the items in a warehouse/storage but won't give a location. the couple tried to reason and showed proof of payment and the "business" will not communicate -- the couple was even willing to send more funds by ****** so they can arrange to have their stuff shipped in other ways, but the business rejected the payment and stated it had to be on their terms/payment of choice.This is now a federal crime, DO NOT DO BUSINESS WITH THESE PEOPLE!!!
Business Response
Date: 09/17/2025
This review is completely false and defamatory. At no point did we "scam" or "steal" any customer's belongings. The customer in question refused to pay for the agreed-upon labor and transportation costs, despite having signed a contract clearly outlining all charges and payment terms.
We accepted their deposit via ******, but they later disputed the charge, which undermines trust and is why we cannot accept ****** for any further payments. We were fully prepared to deliver their items on schedule, but we cannot release or transport goods without receiving payment for services rendereda standard and legal practice in the moving industry. The claim that we are holding items for ****** is not only false but a serious and baseless accusation. All items are securely stored and protected in accordance with federal regulations, and we have been transparent with the customer throughout the process.
We do not accept alternate forms of payment outside of our verified and secure channels to protect both our business and our customers from fraud and disputes.
We take false accusations very seriously and are prepared to pursue legal action if necessary. We encourage potential clients to contact us directly with any questions or concernswe stand by our reputation and the service we provide.
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.
Im filing a complaint against Next Stop Relocation (US DOT #*******). I gave them a $1400 deposit on 7-18-25 to reserve moving services, though I never made a formal reservation by booking a move date. When I no longer needed the service, I attempted to cancel and get my deposit refunded on 7-30-25, having not booked a move date. The company is refusing. Their cancellation policy is not nearly clear enough, stating I have 72 hours from a reservation (not a deposit) to be refunded. I feel very misled about refund eligibility. I am seeking assistance to recover my deposit and hold this broker accountable for negligently vague policies and/or deceptive ************ their policy (see screenshots) is far too ambiguous to insist on refusing a refund. It states I have 3 days from when I retain services. However, no services have been retained as Ive not scheduled services at all, not to mention theyve had no reason to commence a dispatch process. Further, the policy states if my first scheduled pickup date is within 14 business days, then my deposit is non-refundable. However, I never scheduled a pick up ******** of their **** encouraged me to make the deposit over the phone to guarantee the pricing on the estimate, even though I did not have a move date. He called this a flex booking, not a reservation. An open booking clearly means services have not been scheduled, and therefore not rendered or provided (see text).The last image is a highlighted portion of their policy: If pickup is refused by customer for any reason, the deposit is forfeited. First, this is clearly referring to a scheduled or day-of pickup. But Ive never scheduled a pick-up to refuse.Images of an email exchange with another *** are also provided. The *** is using this scenario to take advantage of a consumer, and not trying to understand the lack of clarity in their policies. And quite frankly, an inability to show a good faith fiduciary responsibility.
Business Response
Date: 08/11/2025
we must clarify that this review is inaccurate and misleading.
The customer was clearly informed of our cancellation and refund policy at the time of booking, and acknowledged those terms when placing the deposit on July 18, 2025. Our written estimate and terms state that all customers have 72 hours after booking to cancel for a full refund. This includes "open" or "flex" bookings, where a move date has not been finalized yet, but resources are still allocated in advance based on availability.
In this case, the customer canceled on July 30, 2025, which was well beyond the 72-hour cancellation window. regardless of whether a specific date had been locked in. As per our policy, once we begin preparing logistics and assigning crews, the deposit becomes non-refundable.
He could change dates whenever he wanted or had time to set his date, but he couldn't ask for the full deposit back after 72 hours; that's strictly explained in our contract. He was notified that a certain percentage would be returned, but he doesn't want to receive it.
We strive to be transparent about our terms. The policy language the customer refers to including the clauses about scheduled pickups and forfeited deposits is explained in writing on our estimate and booking agreement, which the customer received and agreed to prior to payment.
We respect all of our customers and take their feedback seriously. The customer was not misled they were bound by the same terms as all other clients.
Sincerely,
Next Stop Relocation
**************** Team

Customer Answer
Date: 08/11/2025

Complaint: 23691046

I am rejecting this response because: the language in the agreements do not specify that a deposit constitutes a reservation, and I never scheduled a reservation, I only made a $1400 deposit. Plus, the companys response says the rule applies to open or flex reservations, but those two terms or policies are nowhere found in the agreement. Additionally, no resources were allocated by the company, and no services were ever retained (again, unclear language and wordage in the agreement), because they were never informed of my move date. The company is simply using their vague language to take advantage of a consumer.

Sincerely,

****** *******
Business Response
Date: 08/12/2025
we respectfully disagree with this customers rejection and wish to clarify the facts.
When a customer pays a deposit and signs our estimate/contract, they are formally reserving a service with our company regardless of whether a specific pickup date has been assigned. This is standard practice in the moving industry, and our terms clearly outline that the deposit is for securing availability and pricing for a future move.
The customer was given a full explanation of our cancellation and refund policy prior to payment. That same policy is included in writing in the estimate and contract that was signed electronically at the time of deposit. The customers claim that the language was unclear is not accurate the policy states:
You may cancel your move for a full refund within 72 hours of signing the agreement. After 72 hours, deposits are non-refundable, as we have allocated internal resources and scheduling capacity.
Whether a customer selects a fixed date or chooses to keep their reservation open or flexible, the deposit still holds space and availability with our logistics team. The terms do not rely on the word flex or open these are simply internal references for a non-scheduled move. What matters is that a service agreement was entered into, and a deposit was made to secure it.
The idea that no resources were allocated is also incorrect. Our team begins preparing capacity as soon as a booking is confirmed this includes reserving truck space, crew, and route planning. Thats why the refund policy exists: to fairly compensate for time and space blocked off for the customers move.

The customer signed the agreement, paid the deposit, and was given clear terms up front. Weve followed our policy in full transparency and good faith
Customer Answer
Date: 08/12/2025

Complaint: 23691046

I am rejecting this response because:
Again, we have misinformation in the companies response. Nowhere in the attached agreement does it say, You may cancel your move for a full refund within 72 hours of signing the agreement.
After 72 hours, deposits are non-refundable, as we have allocated internal resources and scheduling capacity. This is a direct quote in the companys response, but those two sentences are not in the agreement anywhere. If theres another agreement with this language on it, I never saw it.
Additionally, it created massive confusion to me, the customer, to have used internal references (as the company calls it) to collect my deposit. At this point the company is simply echoing the same responses back after repeatedly providing inconsistent responses and even more confusing language.
Finally, in their latest response, the company stated, What matters is that a service agreement was entered into, and a deposit was made to secure it. Here again, this statement lacks the term reservation, which is what is repeatedly used in the agreement. How can I make a reservation without ever giving a date, and how can services be provided if Ive not done so? How is it my fault they claim to have allocated resources for a move they have little to no information about?
Even after all of this, I would be happy to recant and delete all complaints on public websites upon receipt of my refund.

Sincerely,

****** *******
Initial Complaint
Date:08/02/2025
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.
I hired this business to move from ********** to *******. I canceled my move within a couple days because I did not do my research and found out they had terrible reviews. I have emails proving they would cancel my move and refund my money but now they are fighting me through ****** and refusing to return my money even though the contract I signed had no cancelation policy.
Business Response
Date: 08/12/2025
We are disappointed by this misleading review and would like to clarify the actual sequence of events.
The customer booked a move from ********** to ******* and later decided to cancel outside of the full refund eligibility window, as outlined in our standard cancellation policy which is clearly included in the estimate and terms provided at booking. Despite this, we agreed to issue an 80% goodwill refund as a courtesy, even though she canceled after the refund period.
However, before we could process that partial refund, the customer initiated a dispute through ******, attempting to reverse the full charge. At that point, the refund process was frozen, as it became a formal payment dispute.
It is important to note:
?? We cannot both issue a refund and allow a chargeback that would result in the customer being paid twice for the same deposit.
?? The claim that our contract had no cancellation policy is incorrect our terms and conditions were sent, reviewed, and acknowledged at the time of booking.
We were prepared to work with this customer in good faith, but once a payment is placed into dispute, we are obligated to wait for the payment platforms resolution process to conclude. We are not refusing a refund we are avoiding duplicate payment, which is standard protocol.
We encourage customers to communicate directly before disputing a charge, as it complicates and delays resolution. We're still happy to resolve this properly if the dispute is closed and we can proceed as originally intended.
Sincerely,
Next Stop Relocation
*************************start="1868" data-end="1871">
Customer Answer
Date: 08/22/2025

Complaint: 23690959

I am rejecting this response because: I have attached my contract that I signed. There is no mention of a cancelation policy. We never agreed on 80% of my deposit back. I have submitted all emails between us when asking for a cancelation and refund. Never once was there any mention of that. Also, I did not submit a refund through ****** until after 20 days (which was 13 business days after cancelation), as they told me 7-10 business days in the email provided when I first submitted my claim against them. They have also refused to refund me even after the ****** case was closed as I suspect they are submitting false paperwork, that I never saw or signed. I have submitted all paperwork and emails regarding this. If possible I would like to see their proof as I believe they are committing fraud.

Sincerely,

***** *******-*******
Business Response
Date: 09/17/2025
this review misrepresents the facts. You canceled your move just 48 hours before the scheduled moving day, and as outlined clearly in the signed contract, cancellations within this time frame are subject to a reduced refund due to scheduling and resource commitments already made.
Our team communicated with you via email and explained that a partial refund would be issued, but not a 100% refund, as per the cancellation policy you agreed to at booking. This policy is in place to ensure fairness and transparency for all our clients and is clearly stated in the contract.
We are working through the proper channels to resolve this, and we stand by our policies and communication. We remain committed to providing honest, professional service to every customer
Customer Answer
Date: 09/17/2025

Complaint: 23690959

I am rejecting this response because: I have already submitted everything proving they are not being honest. There was nothing in my contract about a cancelation policy. I submitted the contract I signed that shows proof of that. There was no communication about a partial refund. I submitted all emails with the company to prove that. I am not going to continue this back and forth with a company that continously lies and makes false statements. I have proven my side with actual documentation and facts, not baseless claims and lies.

Sincerely,

***** *******-*******
Business Response
Date: 10/06/2025
At the time of booking, you signed a service agreement that does include a clear cancellation policy.
You chose to cancel shortly before your scheduled service, after adding more items and receiving updated pricing based on the additional volume. We offered you a partial refund as a gesture of goodwill even though, under the contract terms, we were not obligated to do so. Unfortunately, you declined that offer and are now disputing the charge via *******
We have provided ****** with all supporting documentation, including the signed agreement, communication history, and cancellation timeline.
We always strive for transparency and fairness with our clients, and we stand by our policies as clearly outlined in our contract.
Customer Answer
Date: 10/06/2025

Complaint: 23690959

I am rejecting this response because: Again I have provided the emails that prove there was no offer of partial refund. My emails with **** ****** never says anything about a partial refund. All they said is that they would issue a refund and I should have it between 5-14 business days. The refund was not issued in that time frame so I filed a claim with ******. The contract that I have and signed has been submitted that to ******, Citi and BBB. No where in that contract is there anything about a cancelation policy. I don't know if they have me confused with another client or if they are just making things up to save face but Citi refunded my money and I will continue to tell all military families to steer clear. The way this whole situation has played out is not OK.

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.
Title: Furniture Destroyed, Lied to, and Offered Insulting Compensation Next Stop Relocation is a Scam Complaint:I hired Next Stop Relocation to move my belongings, and the experience was an absolute disaster. The movers ignored my clear instructions I told the driver to cover the legs of my late fathers table (which has deep sentimental value, as I lost him to cancer) and to protect my brand new mattress. He assured me it would be done, but they did nothing. The table arrived broken into pieces. My mattress and bed frame were dragged along the ground, left dirty and damaged.They delivered my items without confirming a time or checking if the apartment was even ready. It wasnt I had to pay for emergency storage and then again to move everything later. Thats two extra costs I shouldnt have had to cover.When I tried to pay them, my bank flagged the transaction as a scam alert. That says a lot. And after all this damage and deception, the company offered me just $60 in compensation insulting considering the table is worth over $1,000, the mattress $600, and the bed frame $400.Next Stop Relocation has caused emotional stress, financial loss, and refused to take real accountability. This is the worst moving experience Ive ever had, and Im asking for proper reimbursement for the damages and extra costs caused by their negligence.
Business Response
Date: 08/04/2025
We take customer feedback seriously and always strive to resolve concerns professionally. However, this review contains multiple false statements that we must address.
First, you specifically requested a straight delivery meaning the items were transported directly without delay or storage. Our team honored that request and delivered within the agreed time window. If your apartment was not ready, that responsibility was outside of our control.
You also claim emotional distress over damaged sentimental items, but we have documented proof that the items of emotional value you referenced were not damaged prior to or during transport. We believe its inappropriate and unfair to leverage emotional claims in an attempt to extract compensation from our company when the factual evidence does not support the accusations.
Our driver confirmed that proper protective measures were taken, and there was no report of negligence at the time of delivery. Additionally, all customers are provided with the opportunity to select valuation coverage and the compensation you were offered reflects the level of coverage you chose at booking.
We understand moving can be a stressful process, but fabricating claims and inflating damages undermines the professionalism of our team and the integrity of the claims process. We remain available to assist if you wish to pursue your complaint through the proper channels but we stand by the service provided and the accuracy of our records.
Next Stop Relocation CS
Customer Answer
Date: 08/04/2025

Complaint: 23669429

I am rejecting this response because:

Sincerely,

**** Suzy ******
Customer Answer
Date: 08/04/2025
******* lies. I have sent the business pictures and the drivers who delivered it took videos of the broken table. I will upload the pics. And the item were on storage. They were not delivered right away. The initail salesman told me he will store for a month for free but that was not the case. I did inform the business of the apartment not being ready. They told me my items are in storage in **********. How much can a business lie. My items were broken and damaged. As you can see that has happened to other people with this business very upsetting for the business to deny and lie. The driver who dropped my stuff off air dropped the video. I have pictures form that day. How unprofessional and dishonest to deny what this business did.
Customer Answer
Date: 08/04/2025
******* lies. I have sent the business pictures and the drivers who delivered it took videos of the broken table. I will upload the pics. And the item were on storage. They were not delivered right away. The initail salesman told me he will store for a month for free but that was not the case. I did inform the business of the apartment not being ready. They told me my items are in storage in **********. How much can a business lie. My items were broken and damaged. As you can see that has happened to other people with this business very upsetting for the business to deny and lie. The driver who dropped my stuff off air dropped the video. I have pictures form that day. How unprofessional and dishonest to deny what this business did.
Business Response
Date: 08/12/2025
We are sorry the customer is unhappy, but her claims are inaccurate and misrepresent the facts of her move.
The customer was indeed informed that ************************************************************************************** confirmed the use of this service. Simply mentioning that an apartment isnt ready does not initiate or reserve storage this must be coordinated in advance so we can properly hold and manage items in a secured facility.
Because no storage request was finalized or documented, and no communication indicated that she intended to postpone delivery, her items were delivered as scheduled.
The customer was notified prior to delivery and accepted the delivery. We acted according to standard procedure and within the terms of the agreement.

We take all damage claims seriously. The customer was provided with instructions on how to submit a formal damage claim, which includes photographic or video evidence, item descriptions, and weight (as required by insurance standards). If this documentation is now available, we encourage her to complete the claims process so we can review and respond appropriately.

We delivered the customers items, followed all documented procedures, and were never asked to store her shipment. While we understand frustration can arise during moves, accusing our company of lying without acknowledging personal responsibility for not reserving storage or completing the claims process is neither accurate nor fair.
We remain open to resolving this professionally and encourage the customer to submit the necessary documentation through our claims department so we can assist further.
Sincerely,
Next Stop Relocation
Customer Support Team
Initial Complaint
Date:07/01/2025
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.
They gave me a quote of $4200 to move me from ***** to ***** then the day before our move called and said they didnt quote us enough space and that it would be an additional $2600 on top of the amount they already quoted us! Now they wont refund our deposit because it is too close to move day and we had to go rent a uhaul truck to move now.
Business Response
Date: 08/11/2025
Wed like to clarify that the situation described in this review is not accurate.
The customer was originally quoted based on the inventory they personally provided to us during the booking process. The pricing we gave $4,200 was based on that inventory and included a set volume of items and space on the truck.
However, the day before the scheduled move, the customer submitted new photos showing significantly more items than initially disclosed. These items substantially increased the required space, which meant we could not honor the original quote. We clearly explained that the added items would require an adjustment of $2,600 due to the increased volume and labor.
This is standard practice across the moving industry: quotes are based on the inventory given at the time of booking, and changes to that inventory may result in a price adjustment. We do not overbook trucks or underpay our crews for larger jobs than agreed upon.
Regarding the deposit, our cancellation and refund policy which the customer acknowledged when booking states that deposits become non-refundable within a certain number of days before the move, due to scheduling, truck assignments, and labor costs already committed.
We understand that moving can be stressful, and we do everything we can to make the process transparent and fair. But it is also the customers responsibility to provide accurate information upfront. Had the inventory stayed consistent, the original quote would have remained in place.
We are happy to further discuss this directly with the customer if they wish to resolve the matter constructively.
Sincerely,
Next Stop Relocation
Customer Support
Customer Answer
Date: 08/22/2025

Complaint: 23545394

I am rejecting this response because: all the other companies I contacted were able to give me an accurate quote with the info provided that is why I went with them because their quote was a lot less based on the same info. I contacted other companies and they said no it is not normal practice to wait until the day before the move to contact the customer and require an outrageous amount of money or cancel and lose a large amount of money as well!! I was on a budget and their quote fit that budget until they added more the day before the move.

Sincerely,

***************
Business Response
Date: 09/17/2025
Were sorry to hear about your frustration, but this review leaves out important details. When you initially booked, you provided an item list over the phone that we based your quote on. However, the day before pickup, you sent photos showing nearly double the volume originally stated, including larger and additional items not mentioned during the initial estimate.
At that point, we informed youas per our policy and contractthat your revised inventory required significantly more space, which adjusted the cost accordingly. Our pricing is based on space and weight, and we always strive to be transparent with our customers.
Regarding your deposit: our cancellation policy clearly states that cancellations made close to the scheduled move date are non-refundable, as resources and logistics have already been allocated. This was agreed upon in your signed contract.
We understand that moving is stressful and do our best to support our customers through clear communication and fair policies.
Customer Answer
Date: 09/17/2025

Complaint: 23545394

I am rejecting this response because:

Sincerely,

***************
Business Response
Date: 10/06/2025
To clarify: after the initial agreement, you added additional items for pickup and provided photos, which required us to adjust the pricing accordingly. This was communicated clearly before the scheduled service.
Unfortunately, you decided to cancel the day before the scheduled pickup. As stated in our cancellation policy which is agreed upon at the time of booking cancellations made less than 24 hours in advance are not eligible for a full refund. We did offer a partial refund as a gesture of goodwill, but this was declined.
We understand cancellations can be frustrating, but we must also protect our team and operations from last-minute changes that impact scheduling and resources.
Customer Answer
Date: 10/06/2025

Complaint: 23545394

I am rejecting this response because:

Sincerely,

***************
Initial Complaint
Date:05/18/2025
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.
Transaction Dates: Pickup on 12/212/3/2024; Delivery on 12/28/2024 Amount Paid: $4,000 total ********************************** professional cross-country move from ** to ** including packing, transport, and delivery of all household goods, managed by Next Stop Relocation from start to finish.Nature of the Dispute:I was told by their salesman that Next Stop would handle the move entirely. Instead, delivery was handled by *************************** out of *****, whom I paid separately. This was never disclosed beforehand.After loading my household, I was told there wasnt enough room and pressured into paying $1,000 more to avoid my items being left behind. I later learned many of those items including a standing desk, Dyson vacuum, and the entire contents of my kitchen were never delivered. Their own inventory sheet confirms 15 boxes were packed; I received only 4.Two of my TVs a 75" ** OLED and 65" ************** arrived with cracked screens. One had been wrapped in a bedspread, the other in a moving blanket. A third TV was wrapped in a towel. None were placed in proper TV boxes.Resolution Attempts:I submitted a formal claim. They offered $254.40 based on basic coverage and later added $250 as a goodwill gesture totaling $504.40 for all loss and damage. I declined this, requesting $2,000 to cover the undelivered items and damage. They refused and publicly accused me of dishonesty. However, I have receipts, documentation, and even an email from them blaming one of their own crew members.This move was handled unprofessionally, with poor communication, deceptive practices, and significant loss. Im seeking proper reimbursement and accountability.
Customer Answer
Date: 05/19/2025
I added pictures to backup my complaint
Business Response
Date: 06/02/2025
We're disappointed to read this review and feel its important to provide the full and accurate context for anyone considering our services.The customers claims are not only misleading many are completely false. Here's what actually happened:We are the licensed carrier responsible for the move, not a broker. The claim that we "outsourced" the move without consent is simply untrue. That is clearly explained in our agreement and confirmed before ********* pickup, the customer had more items than originally declared, which led to additional volume and cost something clearly explained in the contract and agreed upon before loading began. These additional charges were not fabricated; they were itemized and signed for.Regarding the TVs, the customer opted for the basic valuation protection, instead of full coverage. Despite that, we processed his insurance claim and the TV was covered for $254, On top of that, we offered him an additional amount out of pocket, higher of the one covered by the insurance, as a gesture of goodwill.Unfortunately, the customer refused the settlement and instead demanded significantly more compensation. He made it clear that if we didnt meet his financial demands, he would post damaging reviews online which he has since done across multiple platforms. This kind of behavior, threatening reputational harm in exchange for money, is unethical and goes against the honest relationship we strive to build with every client.The claim of missing boxes and tampered belongings was investigated thoroughly. No such report or supporting documentation was submitted, and inventory records indicate that all listed items were delivered as contracted.Our team made every effort to resolve this situation fairly and respectfully through the claims process, through direct communication, and with a significant goodwill offer. We are proud of the work we do, and we do not allow ourselves to be extorted or misrepresented.We encourage readers to look at the full scope of our customer feedback and judge our company by the integrity, transparency, and professionalism we bring to each move.Sincerely,Next Stop Relocation **************** Team
Customer Answer
Date: 06/03/2025

Complaint: 23347494

I am rejecting this response because it is false and misrepresents the facts of my experience.
What they submitted is a copy-and-paste of a previous public review response not an honest or thorough reply to my formal complaint. The facts of this moving debacle, supported by documentation and photographs, are accurate and verifiable.
Here is a clear outline of what actually occurred:
-I contracted with Next Stop Relocation based on their claim of being a veteran-owned company and their promise made by their salesman *** that they would handle my move from start to finish.
-During pickup, the crew member packing my household items called to say the truck was full and they had used up the "allotted space" for my belongings. Shortly after, their dispatcher called and claimed I had more items than what I told their salesman during booking. This was not true I had carefully gone through each room of the house with their salesman, ***, describing the contents in detail. Its clear to me now that the salesman underestimated the space required for the move. The dispatcher told me theyd need to send a second truck and even texted me a handwritten price quote on what looked like sticky notes. The next morning, we agreed to a $1,000 upcharge, and miraculously, the crew was able to repack and fit everything onto the original truck no second truck ever needed
-Between December 4th and December 27th, I repeatedly called the company for delivery updates. I spoke several times with a representative named ****, who was unable to give me a clear answer about where my household items were located. I later found out they were sitting in a storage facility in ***** a serious breach of trust and transparency.
-On December 28, 2024, a portion of my items were delivered not by Next Stop Relocation, but by a company called ***************** & Storage. The driver and a local laborer he hired were the only people on site for delivery. No one from Next Stop Relocation was involved.
-Many of my household items were damaged, wet, or completely missing. Two of my flat-screen TVs arrived with cracked screens. None of the TVs were packed in professional moving boxes one was wrapped in my bedspread, another in a towel.
-Eleven boxes they claimed to have packed and supplied never arrived. These included everything from my kitchen dishes, cookware, silverware, small appliances, etc. Only four boxes were delivered, all of which had been stored in my garage and were clearly tampered with. I discovered random items that were not mine including a photo album, Halloween pillows, and other personal belongings.
-During delivery, the driver attempted to give me several items that werent mine. I had to repeatedly tell him this is not mine, and we created a separate pile of incorrectly delivered goods. Even the local helper expressed shock at the situation.
-Despite this, Next Stop Relocation has since claimed no responsibility. They previously sent me an email admitting the mishandling may have been caused by one of their own crew members yet now they imply that I am lying.

This has been the worst moving experience I have ever had. I paid in good faith for "professional" service and instead received broken items, missing property, and no accountability. Other consumers especially veterans and families deserve to know the truth about this company before trusting them with their household belongings.

Sincerely,

***** ******
Customer Answer
Date: 06/03/2025
Here are some photos. I have many more but due to restrictions on size and amount on this platform I am unable to share
Business Response
Date: 06/13/2025
We're disappointed to read this review and feel its important to provide the full and accurate context for anyone considering our services.The customers claims are not only misleading many are completely false. Here's what actually happened:We are the licensed carrier responsible for the move, not a broker. The claim that we "outsourced" the move without consent is simply untrue. That is clearly explained in our agreement and confirmed before ********* pickup, the customer had more items than originally declared, which led to additional volume and cost something clearly explained in the contract and agreed upon before loading began. These additional charges were not fabricated; they were itemized and signed for.Regarding the TVs, the customer opted for the basic valuation protection, instead of full coverage. Despite that, we processed his insurance claim and the TV was covered for $254, On top of that, we offered him an additional amount out of pocket, higher of the one covered by the insurance, as a gesture of goodwill.Unfortunately, the customer refused the settlement and instead demanded significantly more compensation. He made it clear that if we didnt meet his financial demands, he would post damaging reviews online which he has since done across multiple platforms. This kind of behavior, threatening reputational harm in exchange for money, is unethical and goes against the honest relationship we strive to build with every client.The claim of missing boxes and tampered belongings was investigated thoroughly. No such report or supporting documentation was submitted, and inventory records indicate that all listed items were delivered as contracted.Our team made every effort to resolve this situation fairly and respectfully through the claims process, through direct communication, and with a significant goodwill offer. We are proud of the work we do, and we do not allow ourselves to be extorted or misrepresented.We encourage readers to look at the full scope of our customer feedback and judge our company by the integrity, transparency, and professionalism we bring to each move.Sincerely,Next Stop Relocation **************** Team
Customer Answer
Date: 06/26/2025

Complaint: 23347494

I am rejecting this response because: This is the exact response they provided originally. All they are doing is copying and pasting their response to a review I left for them. My original complaint and my follow-up cover all the details of their incompetence and unprofessionalism.

Sincerely,

***** ******
Business Response
Date: 07/18/2025
We strongly dispute the claims made in this complaint, which contain numerous inaccuracies and misrepresentations of the facts. At every step of the process, Next Stop Relocation fulfilled its obligations in line with the agreed-upon terms, and we have documentation to support this.
The additional $1,000 charge was due to a substantial increase in the actual volume of items moved versus what was originally estimated. This was explained in full at the time of pickup, and the customer voluntarily agreed in writing to the adjusted price rather than leaving items behind. We have documentation showing the updated bill of lading and customer consent.
it was only a tv damaged, we offered a total of $504.40 a combination of standard liability coverage and a goodwill gesture. This was a fair and reasonable offer under the circumstances. The demand for $2,000 in compensation without sufficient documentation could not be honored.
We respectfully reject the suggestion that we acted deceptively or unprofessionally. Our team maintained communication, provided required disclosures, and offered resolution beyond what is required by law. The customers accusations appear to be aimed at pressuring us for a higher payout, not achieving a fair resolution.
We stand by the service provided and our handling of this matter and are prepared to provide supporting documentation to relevant authorities if needed
Customer Answer
Date: 07/24/2025

Complaint: 23347494

I strongly disagree with the company's response, which contains numerous falsehoods and misrepresentations. Below is a factual account of what actually occurred:

Volume Dispute & ****************************start="1598" data-end="1601"> I did not increase the volume of items beyond what was discussed. I went room-by-room with their salesman, *** *******, during the booking process, clearly explaining what needed to be moved. If the estimate was incorrect, that is a reflection of their sales process not a change on my part. On pickup day, I was told the allotted space on the truck had been exceeded and not all items could be taken unless I agreed to pay an additional $1,000. I was texted a hastily written quote on what looked like a sticky note. Under pressure and with few options, I agreed. Strangely, the next morning, I was told the crew had "rearranged" the truck and fit everything after all without any additional space ever being used. I have texts and screenshots documenting this exchange.

Damaged and ***********************start="2416" data-end="2419"> It was not "just a TV" that was damaged two large flat-screen TVs arrived broken. Neither was packed in proper TV boxes or protective materials. Instead, they were wrapped in my own towels and comforter, despite my having hired a company that advertises itself as professional. In addition, 11 boxes were never delivered, including my entire kitchen. I have photographic evidence and inventory documentation proving these items were picked up but never arrived.

Liability & **********************start="2933" data-end="2936"> While I did select the $0.60/lb basic liability option, this does not exempt a company from responsibility for gross negligence. The mishandling of my electronics, use of inadequate packing materials, and the complete disappearance of household items demonstrate a clear failure to provide even the most basic level of care. The $504.40 offered does not reflect the true cost of the damage, the stress caused, or the burden of replacement.

Communication & Lack of ********************start="3422" data-end="3425"> I was frequently left without clear communication and had to follow up multiple times. More importantly, I was never informed that a third-party company ***************** & Storage would be handling the delivery. I specifically chose Next Stop Relocation because I was told they would handle the entire move themselves. That promise was broken without my consent or knowledge.

Misleading Business Practices & *********************************start="3872" data-end="3875"> I later discovered that the Bill of Lading was issued under Flash Move Experts, a company I had never heard of and did not hire. This was never disclosed to me at the time of booking. To make matters worse, when you call the phone number listed for Flash Move Experts, the automated message identifies the company as Next Stop Relocation. This creates deliberate confusion, prevents accountability, and, according to the ***********************, disqualifies me from arbitration a protection I believed I had under my original agreement.

Final *******************start="4456" data-end="4459"> My goal is not to pressure anyone it's to hold this company accountable for a terrible experience marked by broken promises, poor handling, and deceptive business practices. Ive maintained detailed documentation, photos, communications, and receipts and will continue to pursue every available channel for resolution. The companys response only further validates the concerns Ive raised.
Importantly, I am not alone. Since sharing my experience on social media and within my professional network at *******, five other individuals have reached out to me describing nearly identical issues with Next Stop Relocation including bait-and-switch tactics, subcontracted delivery without notice, missing items, and denied claims. Ive provided them with the BBB complaint link, and they intend to file complaints as well. This appears to be a pattern not an isolated incident.
Next Stop Relocation failed to deliver the service they promised and continues to deflect blame. I urge anyone considering using this company to run the other way!
*****

Business Response
Date: 08/12/2025
We strongly disagree with this review, which is filled with inaccurate claims and misleading statements. It appears to be a clear attempt to discredit our company and extract additional money in bad faith, despite the move being completed and compensation already being offered above what is contractually owed.

The customer was quoted based on the inventory he personally provided during the booking process. Upon pickup, our crew found significantly more items than what was originally quoted. As clearly stated in the agreement, any increase in volume may result in additional charges. The customer was informed and agreed in writing.
As a courtesy, our crew went out of their way to rearrange the truck and accommodate the full inventory, minimizing the cost and ensuring nothing was left behind.

Contrary to the claim that we did nothing, we offered the customer a formal settlement of $504.40, based on the basic $0.60/lb liability he personally selected at booking. That option was explained, documented, and signed we do not impose it.
Even though we were not obligated to offer more, we increased the payout as a gesture of goodwill, attempting to close the matter respectfully. Unfortunately, it has become clear that the customer is now trying to collect more than is fair or allowed, despite receiving a completed service and an enhanced settlement.
To date, we have not received a detailed claim outlining the alleged 11 missing boxes, nor has the customer provided the formal paperwork required to investigate such a claim properly.

We fulfilled our contractual obligations, worked to accommodate the customers changes, and even enhanced the insurance compensation in good faith. Unfortunately, the customer appears intent on using public platforms to pressure us for additional, unjustified payouts. We cannot and will not comply with demands beyond what the law and contract allow.
We remain open to a fair and honest resolution but will continue to defend our business from false accusations.
Sincerely,
Next Stop Relocation
Customer Support Team
Customer Answer
Date: 08/12/2025

Complaint: 23347494

I am rejecting this response because: I have stated numerous times the experience I have had with this company and I stand by all my previous correspondence in regards to this matter.

Sincerely,

***** ******
Business Response
Date: 08/22/2025
We acknowledge your continued concerns and want to clarify that you have already received compensation in accordance with our claims policy and the documentation provided. Weve addressed this matter thoroughly and fairly. Your ongoing accusations against our company are unfounded and do not reflect the facts of the situation. We stand by our teams professionalism and the resolution already provided.
Customer Answer
Date: 08/26/2025

Complaint: 23347494

I am rejecting this response because: I was not compensated and what you offered was an insult. ************ is an embarrassment to the moving industry and you are scam artists. I have been contacted by 7 people in the past two months who have had very similar experiences. The ******************************** in ** has also been made aware of your business practices and he said he has numerous complaints about your company. It's only a matter of time before the hammer falls on your company.

Sincerely,

***** ******

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Next Stop Relocation, LLC is NOT a BBB Accredited Business.