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: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. 

• Initial Complaint

  Date:06/30/2024

  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.

  Worst experience ever with a company. They stated they could send a quote to me for my move. I sent in the information from another moving companys itemized listing. I was quoted $3771 then five days prior to move was told it would now be $7500. Last minute unable to make new arrangements. I had to book with them. Then told there would be a direct delivery charge that was never quoted the day the driver came to load the truck after being a day late, final bill came to $8800. Absolutely do not book with this company they are a scam, and the lowest form of trash. Employees that are completely untrustworthy ***, *******, ***************************, ******.Original contract 5/17 change of contract 6/27 day of moving

  Business Response

  Date: 07/10/2024

  *******************,
  
  I'm sorry to hear about your dissatisfaction with our services. We strive to provide clear and transparent pricing, and I understand your frustration with the discrepancies you've mentioned.

  However, it's important to clarify that we never received an itemized listing from another moving company as you mentioned. Our initial quote was based on the information provided to us at that time. Unfortunately, unforeseen circumstances such as additional items and services can affect the final cost of the move.

  As we explained to your husband, what you are doing is not correct and contains a lot of false information, in his review he says that his final price was $7200, then here you say $7500, it is just a prove that you are attacking us with false information.
  
  Regarding the increase in the quote to $7200, this adjustment was necessary due to a reevaluation of the inventory and logistical considerations that arose closer to the moving date. We aim to communicate any changes as promptly as possible to ensure transparency.
  Also, what you say that you called a month before and no one answered is false, our customer service always responds and also notified you that 5 days before your move, after you packed, we would call you again to make sure everything is in order in your inventory list (as we always do), or in case you needed to update your list. In this case it was when ******* called you and you updated your list noticeably and this was the reason for the price increase, which you understood at the moment and accepted, which is why you paid the difference 1 week before your pickup. If you had not agreed, I suppose you would not have paid it and would have called another company.
  
  As for the direct (straight and faster) delivery charge, this fee is standard in the industry for specific delivery requirements. In our company and all moving companies there are specific delivery time frames depending on the number of miles to be driven, you must understand that by law a Driver cannot drive more than 8 hours in a row, since he must take breaks to sleep.
  Your items were going to be delivered around 4 days after the pick up, we informed you that was the first available delivery date, but you wanted it faster because you said you needed to come back to work, so you asked for the service of direct delivery, as we explained above, this has an extra cost and an standard fee in the industry of $2500 (because we need 2 drivers to make it happen faster). You did not ask about the service before the pick-up and when signed the estimate you agreed for the first available delivery date, but since you didn't know the value for the direct service, we proposed a discount of $1600 which is significant, to apologize if there was any confusion regarding this charge. Giving you this service for a total of $1400. You accepted this at the time of pickup and signed, so we sent the truck directly to make your delivery.

  When your delivery arrived, you called again in a disrespectful and rude manner, not wanting to pay for the service after it had been done and and threatening us with making these types of fake reviews If we did not remove the cost or make another discount, which is not right and also was not possible since the discount we had given you on pick up was a significant amount, plus you had already accepted and signed for this value. For this reason, what you wrote in this review is not correct and contains a false version of what happened.
  
  Also, the rude and disrespectful way you referred to all of our workers was inappropriate. However we completed our work professionally.
  
  We apologize for the inconvenience and appreciate your understanding.

• Initial Complaint

  Date:06/30/2024

  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 was quoted a move from ** to ** for $1800 and was charged $6,060.50 for the move and I took 4 bulk items off of the move.

  Business Response

  Date: 07/10/2024

  Hi ********,
  
  I apologize for the experience you had with our moving service. We strive to provide clear and accurate pricing estimates, and I understand your frustration with the discrepancy in the final cost.
  
  Upon reviewing your case, it appears there was a significant difference between the initial inventory provided and the items that needed to be moved, which led to an adjustment in the quote. I regret any confusion or inconvenience this may have caused.
  
  Regarding your difficulty in reaching *** and **** after the deposit, I apologize for the lapse in communication with them. We always call you from customer service, as soon as we realized at the time of your pickup the big difference in the number of items with what you had notified us, we called immediately to let you know that this would have an extra cost, since It was a much more significant amount that the boys needed to load into the truck, and this also exceeded the space you had reserved in the truck.

   We value your feedback and take your concerns seriously.
  
  If there are outstanding issues or if you have further questions about your move, please contact us at ********** .
  
  Once again, I apologize for any inconvenience caused and appreciate your understanding.

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21924327
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  I removed 3 big/bulk items. so how was there more room taken up in the truck? This is completely unacceptable in take advantage of people like this. There's no way the price jumped up from $1800 to $6,050.50 

  Business Response

  Date: 07/15/2024

  His estimate on the phone after he told us about his inventory and items, was based on 300 Cubic Feet. When we arrived there it ended up being 830 Cubic Feet, we gave him a discount on in and lower the amount f cubic feet to 650. we really needed to adjust the price, space on estimate and on site didnt match at all

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21924327
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  I removed 3 huge bulk items from the original quote that I gave measurements on and some how I need 350 extra feet. The men that came didn't take any measurements to even judge the amount of room I would need. On top of all this my TV was broken during the move. This was a scam from the start. I wanted to add my welder to the move but I was quoted another $1000 so ii said i cant afford that right now and my bill went up significantly more.There will be lawyers getting involved soon. 

• Initial Complaint

  Date:06/30/2024

  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.

  Was looking for a mover to move my household items from VA ***** VA to **. Was contacted by the company saying they could offer a quote. Gave the company an itemized list of what another moving company quoted us at. Was given a price of $4200. This was for the company to come in load our items, travel the next day then deliver on the third. Called for a month to ask to verify pricing before the move and schedule. No one answered. Then was contacted 5 days prior to the move to be told pricing would now be $7200. Argued the pricing was then told the other employee made a mistake. Then movers showed up to move and was told there would be a $1400 direct delivery charged as they were delivering direct and not putting items in storage. This was never stated, then informed they would waive it. Items finally delivered then told by the driver there was a direct fee charge added to the price. Contacted the office regarding this and was informed ******* was unavailable to answer as he was the one saying he would waive the fee. Company held customer continually hostage with pricing and household goods.

  Business Response

  Date: 07/10/2024

  *****************,
  
  I'm sorry to hear about your dissatisfaction with our services. We strive to provide clear and transparent pricing, and I understand your frustration with the discrepancies you've mentioned.
  
  However, it's important to clarify that we never received an itemized listing from another moving company as you mentioned. Our initial quote was based on the information provided to us at that time. Unfortunately, unforeseen circumstances such as additional items and services can affect the final cost of the move.
  
  Regarding the increase in the quote to $7200, this adjustment was necessary due to a reevaluation of the inventory and logistical considerations that arose closer to the moving date. We aim to communicate any changes as promptly as possible to ensure transparency.

  Also, what you say that you called a month before and no one answered is false, our customer service always responds and also notified you that 5 days before your move, after you packed, we would call you again to make sure everything was in order in your inventory list (as we always do), or in case you needed to update your list. In this case it was when ******* called you and you updated your list noticeably and this was the reason for the price increase, which you understood at the moment and accepted, which is why you paid the difference 1 week before your pickup. If you had not agreed, I suppose you would not have paid it and would have called another company.
  
  As for the direct (straight and faster) delivery charge, this fee is standard in the industry for specific delivery requirements. In our company and all moving companies there are specific delivery time frames depending on the number of miles to be driven, you must understand that by law a Driver cannot drive more than 8 hours in a row, since he must take breaks to sleep.

  Your items were going to be delivered around 4 days after the pick up, we informed you and your wife that was the first available delivery date, but your wife wanted it faster because she said she needed to come back to work, so she asked for the service of direct delivery, as we explained above, this has an extra cost and an standard fee in the industry of $2500 (because we need 2 drivers to make it happen faster). She did not ask about the service before the pick-up and when signed the estimate she agreed for the first available delivery date, but since she didn't know the value for the direct service, we proposed a discount of $1600 which is significant, to apologize if there was any confusion regarding this charge. Giving you this service for a total of $1400. Your wife and you accepted this at the time of pickup and signed, so we sent the truck directly to make your delivery.

  When your delivery arrived, your wife called again in a disrespectful and rude manner, asking for another discount for this service, which was not possible since the discount we had given her on pick up was a significant amount, plus you had already accepted and signed for this value. For this reason, what you wrote in this review is not correct and contains a false version of what happened.
  
  Also, the rude and disrespectful way your wife referred to all of our workers was inappropriate. However we completed our work professionally.
  
  We apologize for the inconvenience and appreciate your understanding.

• Initial Complaint

  Date:06/16/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had the company move our stuff from *****************************, ** to ************************************************************. It was picked up on June 8th. The delivery is scheduled on June 14th. Called that day and they said it will be delivered on June 16th but nothing showed up. Call again today and they said the driver will leave in two days, so they are lying all the way since the beginning. We do not know when they will actually deliver our stuffs and no one is giving us the actual detail of the driver or the location of our stuff. This is making us great inconvenience and stress. We dont even know if our stuff is safe or stolen We need help. Thank you.

  Business Response

  Date: 07/09/2024

  Good Afternoon,

  We corresponded with this client, and items were successfully delivered quicker than most companies would had done this. 

  Its moving season so sometimes it takes us a big longer to return a call or email for delivery concerns. 

  This has been resolved so can we please remove this. Client stated he was happy with delivery time frame shortly after this was posted. 

  Business Response

  Date: 07/23/2024

  We sincerely apologize for the delay in delivering their items from ******, ** to **************, **. Our team faced unexpected challenges due to the high demand during this busy season.
  However, We want to assure you that his belongings arrived safely, though delayed by two days from the originally scheduled date. Throughout this process, we maintained consistent communication with the customer to provide updates on the status of his delivery. It is never our intention to mislead or cause inconvenience, and we appreciate your understanding during this time.