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:08/02/2025

  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: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: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,
  
  ***** ******

• Initial Complaint

  Date:04/01/2025

  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 was waiting for my shipment to deliver since 12/2/24. From Next Stop Relocation Services. My shipment was picked up from my storage unit **************, ** 11/26/24 from ************************. I was unaware that this will be a third party company. I was expecting my delivery12/7/24. I asked where exactly are my things at the ************* informed me that it is sitting at their warehouse in *********, **. Two hours away from ***********, **. I offered to come to get my things and that I will transport my belongings in a U-Haul. They agreed that I can come to pick up my things.I was told that they are waiting to see if they can get someone to the warehouse. We agreed on Saturday, 1/11/2024 for me to come to pick up my belongings. I have paid money for a plane ticket to arrive to *********** to drive the U-Haul to ********* to receive my belongings.A man called me 1/19/25 and rushed me to pick up my things in *********. He said he was 45mins away and that he was ready to give me my belongings. When I arrived, my belongings were in a U-Haul packed in and with other miscellaneous things. Myself and my sister and her girlfriend loaded my things into the U-Haul. I went back to **************, *********, which was two hours away to unpack some of my fragile things and of course everything was broken. I was missing two totes of clothes. My bedroom furniture is damaged. My two TVs are damaged. at the time of pick up the driver reimburse me back $400. I paid $550 for deposit to next stop location and I paid $445 to ******** Moving . I tried multiple times to reach Next stop location for a refund. No one was answering my calls. No one were getting back to me, this has ruined my new journey that I wanted to pursue in *****. I ended up staying in ********************** for another month to figure my life out and to get help from friends and family to save up-some more. I sold majority of my things. The only thing I brought to ***** with me were clothes.

  Business Response

  Date: 04/02/2025

  We understand how stressful moving can be, and we want to clarify the situation in hopes of resolving any misunderstandings.
  First and foremost, we want to acknowledge that we did not complete the move ourselves, as you requested to pick up your belongings in person. We agreed to allow you to pick them up earlier than originally planned, as you mentioned that you needed to get your things faster and were located closer to the warehouse. This was a mutual decision, and we did not charge any additional fees beyond the deposit required to reserve the move and the pickup cost.
  When you arrived to pick up your items, we were still within the delivery time frame and had not yet completed the delivery as initially planned. Once your belongings were in your possession, we were no longer responsible for them. As per our agreement, we did not charge you the remaining balance after your pickup.
  We also want to clarify that we take great care with all belongings during the moving process, but once items are picked up by the customer, the responsibility for them shifts. We regret that you experienced damage to your items, and we understand how frustrating that must be. However, as the items were loaded into your U-Haul and transported by you, we are not able to take responsibility for any damages that occurred during the transport after the pickup.

  Regarding your attempts to reach us, we want to emphasize that we always respond to our customers' calls and make every effort to ensure communication is clear. If there was any delay, we apologize, but we want to assure you that we have been available to address any concerns you had throughout the process.

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23147790
  
  I am rejecting this response because: They were not in the time frame. 
  They did not inform me that this was a third party move. They did not say anything about a third party move. They made it seem as if NEXT STOP RELOCATION will be moving my things until I got a call saying that a guy from ******** moving was behind a few days to pick up my belonging which was 11/26/24. 
  my belongings were suppose to be delivered by 12/7/25. Please help me understand how is that still in the time frame? 
  My belongings were NOT at a warehouse. My things were packed into a U-Haul with other miscellaneous things. The way my things were packed into that U-Haul it is very clear the damage came from the movers. It is clear as day. 
  After I picked my things up, I was reimbursed $400 out of the whole $995 that was sent. Next Stop Relocation DID NOT return any of my calls. Please do not make it seem like you guys are professional and that you communicated with me because that definitely was not the case 100%. Ive heard from ABSOLUTELY NO ONE since I retrieved my things and I have been calling and calling. There should also be insurance on this delivery as well. I tried to get copied of my contract. NO ONE will send it to me. 

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

  Business Response

  Date: 04/08/2025

  we want to clarify that Next Stop Relocation is not a broker. We were transparent in the communication with you regarding the logistics of your move, and at your request, we agreed to let you pick up your belongings ahead of the scheduled delivery date. At that point, the responsibility for the condition of your items transferred.
  Regarding the timing of the move, we acknowledged that the original delivery date was delayed, and we understand that it was inconvenient. However, it is important to note that once you retrieved your items, our responsibility for them ended, as per the terms agreed upon.
  As for the condition of your belongings, we were not present after you picked up your items in the storage, so we cannot be held responsible for any damage caused thereafter. From the moment you accepted your items, we no longer had control over their handling. Additionally, we offered a partial reimbursement of $400 to address the situation, but beyond that, the responsibility falls outside of our scope as per the agreement.

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23147790
  
  I am rejecting this response because:

  I need full copies of the insurance and my contract with Next Relocation. 
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:02/24/2025

  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.

  They r scam us they have our stuff and refuse to bring to us they keep raising the price and adding more on they give you one price on the phone band then add stupid s*** to the contracted and then when they get to you after you sign then they tell you you own more then what you was told on the phone and more this company need to be shut down and deliver ever one stuff for free or I will press charges even my stuff need delivered b for free anybody who has stuff with them needs to be delivered for free now, and they may be shut down. I will Sue them and own the company do I make myself clear, I'm not f****** around anymore, I'm tired playing games, my daughter, who has adhd doesn't play games like this if they won't play games, then playing games in jail or at the family they work for customer now, they need to be shut down the customer does not work for them, I'm not f****** around anymore, I'm *******, had it, I will call it ********* I'll call the *** I'll do ever, it takes to own that company and have you shut down, you would deliver everyone's stuff for free that you have, I don't give who stuff you have in the storage unit, but you're going to go live are everybody is you have for free or you gonna still going to court going to jail or I will call the president higher authority and get your ***** will be grass, your a** is now mine. You barked up the wrong tree, you're not being ****** in the ***.do as I say or else

  Business Response

  Date: 04/22/2025

  We are aware of this review and want to address it openly and transparently.

  
  

  First, the claims made here are entirely false and misleading. The customer agreed to the terms and pricing outlined in a signed contract before any services were rendered. That contract clearly details all costs, which were explained both over the phone and in writing. We are including a copy of the signed agreement as well as screenshots of our communication to show that all processes were followed correctly and professionally on our end.

  
  

  Unfortunately, from the beginning of our interaction, the customer was verbally abusive and used threatening, inappropriate, and hostile language toward our team. While we are committed to resolving all matters fairly, we will not tolerate harassment or threats of violence.

  
  

  We stand by our work and our integrity. We operate within legal and ethical standards and have helped many satisfied clients. We encourage anyone reading this to review the actual documentation, which speaks for itself.

• Initial Complaint

  Date:11/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They literally made our cross country move a nightmare. What they dont tell you is that they essentially outsource all of the different portions of their move and they did so without notifying us prior to our move date. When the movers got to our house, it was a completely different moving company. Despite next stop relocation promising us a specific delivery date, they then claimed they didnt have a driver or they were waiting for another move to pop up along the route before finishing ours (Im not sure what the story was because it changed like three or four times). Then, when our stuff was finally delivered (a week after the date they told us it would be delivered), it was also delivered by what seems like an independent person with a box truck who also had to outsource help to assist him in unloading the truck. So on top of the thousands of dollars our move cost us (oh because that cost also significantly changed from the initial quote even though we lessened what we told them we were bringing and they claimed to charge by how much space we took up on the truck), and then having to pay for certain things for us to use while our delivery was delayed since we also have a small child as well.

  Business Response

  Date: 11/18/2024

  We take all reviews seriously, and we want to clarify some points to address your concerns. First, we did not outsource your move, as the same company and team that picked up your belongings also delivered them. The only difference was that the truck used for the delivery wasnt branded with our logo, which can occasionally happen depending on availability, but the crew was from the same company.
  Regarding the delivery, while we strive to meet all delivery windows, it was delayed by just two days, from the first available delivery date, and we always stayed in communication with you to explain it and let you know.  However, from the beginning it was given a probable delivery date of 5 to 10 days, due to the distance and weather at the time, which was met and was within the estimated time range. something we worked diligently to manage and keep you informed about. We also want to address the claim about additional costs: our pricing is based on the space your items occupy, and more items were added after the initial quote was given. We always do our best to provide an accurate estimate and are happy to discuss any discrepancies further.
  We understand how stressful a move can be, and were sorry for any inconvenience caused. However, we want to make it clear that we did not mislead you, and we have always worked to deliver your belongings safely. If you have any remaining concerns, please dont hesitate to reach out directly so we can assist you further.

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have property Damaged,Missing,Files missing,Backpack with computer missing, lamps missing, TV's x 2 broken

  Business Response

  Date: 11/18/2024

  We take all concerns seriously, and after reviewing our records, we can confirm that nothing was reported as missing or damaged during your move. Our customer service team has already provided you with the necessary information to file a claim for the damaged TV, and we are actively working with you to resolve the issue. Weve been in business for years and pride ourselves on our track record of never having an item go missing, so we encourage you to reach out directly with any further concerns. Please understand that spreading inaccurate information doesnt help resolve issues, and we are fully committed to addressing any valid claims in a professional manner. Thank you for your understanding.

• Initial Complaint

  Date:09/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 29th, 2024 I received a quote for my move in the amount of $2,398.00. I paid Next Stop relocation a total of $1400.00 in advance. The moving company that picked up my items loaded my items to their truck then proceeded to charge me $2,000.00 after my items were on the truck. Pick up was on 09/13/2024. On 09/19/2024 the movers came to my new residence and would not deliver my items unless I paid them $1,875.00. A move that should have cost me ******* came out to be $5,275.00. This is a scam. They are taking advantage of people that have no choice but to pay them what they want due to the fact that they hold your personal items hostage unless you pay them what they want. I expect some sort of reimbursement as they have left me with no money. They cleaned out my savings.

  Business Response

  Date: 10/10/2024

  in the estimate, and during the calls to reserve, it is clearly explained that the payment is made in 3 parts, first is the deposit to book, second payment is on  pick up and the third one for delivery. We also want to clarify that at the time of booking she notified fewer items than what they needed to move, her estimate had been given based on the 600 CF notified, at the time of pick up there were 900 CF used in the truck, with the excess of items. This is clearly explained to the client before proceeding with the following payments and everything is shown honestly in person, having had an extra of 300 CF this needed to be charged extra, they are informed of this and asked if they accept, they are given the viable options of payment, she accepted and signed without any problem at that time. Then for the delivery she did not want to pay the extra agreed on pick up, which we cannot do and had to be charged in order to make the delivery. We added images of the items verified at the time of pick up, of the contract that she signed with the ******** and agreed price.

  Customer service is very important to us, we make sure that we do everything transparently, and have excellent communication. If there is an increase in price it is because there is an increase in space.

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22357002
  
  I am rejecting this response because: i did not use the amount they are claiming on the truck. I only used 500 and not the 900 they are claiming. I did not have  any appliances, no livingroom, just 20 boxes, a dresser, I king size bed with no headboard, and 1 china cabinet. That is not 900 on their truck. I paid ******, then 800, then ******** then *******. They were making up the amount as they went along. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 11/05/2024

  With great respect, we do not accept this complaint. The customer is lying, in her quote before the pickup, she has signed for a total of $5132 
  
  She says that she didn't have furniture, when in her estimate list are many more items than what she mentioned in this complaint, plus the extra items (not registered) that were at the time of the pickup. We add images with proof of the quotes and signed contracts with the list of items for her move.

• Initial Complaint

  Date:07/31/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would give them a 0 star if possible. They are a broker, not the actual movers (lie #1 and they continue to lie about this. And if they actually are a moving company, this makes it worse). When the movers got to us, they quote was for only half the truck (lie #2) despite all items for the move were accurate. They doubled the price of the quote (lie #3). Could not get ahold of the broker/people we contacted. We canceled the move and sent them home (the movers said this happens all the time on an under-valued quote).I requested a refund after 20 times of actually trying to call. The next morning the broker tried to save the deal and told us the movers were still in town (lie #4; the movers lived 4 hours away and were excited to go home that night).The brokers told us about free storage option they had. As for pictures of it, none sent/received. Truth is, every move has to go thru ****** (at least in this case). They would not go from point A to point B directly. They had to move the items from one truck to a different truck in ****** (another lie from the broker).Overall, worst moving experience in my life. Dont waste your time with them. And they still wont give me a call back.

  Business Response

  Date: 08/01/2024

  I'm really sorry to hear about your experience and understand your frustration. We take these matters very seriously and want to make things right. However, it appears that the person leaving this review is not using a name or email registered in our system, so we can't identify the specific customer. We want to clarify that we are not brokers and do not operate in the manner described. We also provide refund information and responses on the same day. Please reach out to us directly so we can address your concerns and work towards a resolution.

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22075401
  
  I am rejecting this response because:

  you never called me or my wife. You never emailed us. You had my phone number because someone tried to save the scam deal the next morning, AND LIED! Since this post, have not heard one iota from them. 
  
  Sincerely,
  
  T A

  Business Response

  Date: 08/13/2024

  we called him and here is the evidence. He had extra cubic feet that we needed to charge an extra cost for loading it on the truck, but he refuses and that is why he decided to cancel. 

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22075401
  
  I am rejecting this response because:

  yes, I did reject it due to the lies on the front end. The movers said everything we told them was accurate for the move. Then they lied again saying the movers were still in when they lived 4 hours away and went home. They also lied about the process. Lied that they are a moving company when they are just the middle man. I saw 3 different logos of different companies on 3 different contracts. Not about to get scammed or have my items stolen. Also, you said you would call me to about the refund, but no call either. 
  
  Sincerely,
  
  T A

• Initial Complaint

  Date:07/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked this company for my move from ******** to *******. Was quoted over the phone one price, and when the drivers arrived they told me the price was more than double. 4800 and jumped to almost 14K. I refused to pay that and they dropped it to 10k in addition to the 1500 I already paid as a deposit. Said the person mis quoted me on sq ft of truck needed for my items. Their truck wasnt even big enough to haul my stuff and we had to leave items behind. Fast forward 15 days after much stress and phone calls trying to find out when my belongings would be delivered. They show up at 10:30 pm , you have to pay before they begin unloading, they unload until almost 3:30am and not all my items are on the truck, so many items broken, damaged, not in original packaging etc. and when we said wheres this and that we are told that item was too heavy and will be coming on a different truck so now Ive paid in full and still dont have all my items after 15days! This company has no regard for your belongings, time or expenses. Its obvious our stuff was literally thrown around like it was as garbage. Also when I text the original person I booked with I dont even get a response so its horrible customer service and once they have your stuff and money they ignore you so you are left wondering and stressing out over your belongings. Ive now this morning text the original company, as well as the delivering company and am waiting for a response yet again

  Business Response

  Date: 07/26/2024

  We are truly sorry to hear about the difficulties youve encountered with your move. We take pride in providing reliable service, and it's clear we fell short in your case.
  Regarding the pricing, We want to clarify that we did reach out to you to address the discrepancies between the initial estimate and the final cost. You were informed that the actual volume of your items was significantly higher than what was initially quoted. After discussing this, you agreed to the revised price and signed the updated agreement.
  I also regret to hear about the issues with the delivery and the condition of your belongings. This does not reflect the standard of service we strive for, and we are investigating the matter to ensure improvements are made.
  We have also reached out to you to resolve the remaining issues, and we apologize if our response has not been satisfactory so far. Your feedback is invaluable, and we would like to address any unresolved concerns.
  Thank you for bringing this to our attention.

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22047518
  
  I am rejecting this response because:

  the fact that you say the volume was higher than expected is untrue as yes we added several items however we remove several as well so the fact that the person that quoted the job did not do the correct estimate is why the numbers were off and the driver that picked up the items agreed that the items I listed before booking was not quoted correctly and yes I did agree after we negotiated because of the fact that our move was scheduled for that day and I could not wait several more weeks to get another company as we were slated for the move that weekend. the fact that the majority of my belongs showed up broken and damaged I wish I would have waited several more weeks and adjusted the start dates of our new jobs in the new city. To date 8/6/2024 I still have yet to receive the remainder of my belongings that were not delivered with the first truck that showed up. 

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

  Business Response

  Date: 08/19/2024

  We delivered on the estimated time, and while some items were damaged, it was not the majority. We addressed the additional volume and charges transparently, you had extra stuff and the adjust of the price was needed. Our claims team is actively handling the issue with the damaged items that were not the majority. Our customer service always answered your calls and explained everything to you.