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:06/01/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 9th I paid a deposit of $1218.79 in agreement with an estimate we received on the cost of moving our belongings from *********, ** to ******************, **. The total estimate we received was $3950.83. Upon arrival on 5/28/24, the moving company increased the price by $1800, claiming there was more in the house than estimated. That was a lie. I have the old estimate and the new estimate, and the furniture listed is the same, with the exception of 4 additional boxes (19 boxes as opposed to 15 boxes). When we pointed this out, they claimed its about cubic footage rather than the furniture, but neither estimate has cubic footage on the documentation, and the cubic footage they claimed we had was also wrong. They claimed we had 1400 cubic feet as opposed to 829 cubic feet they estimated. That was incorrect, as my photos show their truck is only half full with all of our belongings and could easily be estimated to around 800 cubic feet. We asked to cancel the move, and they said they would not return our deposit if we did, leaving us forced to either lose our deposit or $1218.79 or pay them the extra cost of $1800 over our original estimate of $3950.83.

  Business Response

  Date: 06/01/2024

  Hello,

  This is all completely false.  Today On delivery they threatened to call the police if we didnt unload prior to payment. When we agreed they could call whoever they wanted as we were doing nothing wrong. The contract states payment prior to unloading. Once they saw this wasnt going to work they then presented a check for $900 less then the delivery balance. Additionally payment via check is not an acceptable payment form. We allowed them to go get the correct amounts in the agreed payment forms and did not charge them the waiting time.

  They booked there move through a brokerage. We were the moving Company that serviced the move. The estimate they had was 48 items 849cf the actual was 71 items 1400cf. (23 additional items not 4 as the complaint states) They had the option to take the estimate and not pay a ***** more or pay for the additional items and space. They choose to move everything at the agreed price. Nothing more was ever charged.
  

  We operated fully within the agreed contracted terms. No wrong doing was done.

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21789286
  
  I am rejecting this response because they are lying and we have evidence. We were told a cashiers check would be acceptable, and so we prepared a cashiers check for the amount we expected to pay based on the original estimate. In fact, when the movers originally arrived in *******, we paid that installment with a cashiers check and the additional cost they strong-armed us into paying with a personal check. We were told over the phone the same would be acceptable upon delivery. When they arrived, they rejected the payment and told us we needed to get a money order. When I insisted they accept the payment in the manner they agreed to, they threatened to take our belongings and auction them off. We said thats theft and we would call the police. We were forced to cancel the cashiers check and immediately go find someplace to get a money order. When we returned, they opened the truck and I saw the truck was only half full, as I have provided clear evidence of in photos, which on a 26 foot truck equates to 800 cubic feet. Additionally, there were not extra items - they simply took items that were listed and acted as though they were multiple items. For example, the original estimate stated a queen **** and they broke this into multiple items such as the mattress, the bed frame, and the box spring. If these items needed to be broken up, that should have been done on the original estimate. Furthermore, when I pointed out that there werent additional items, they stated on the phone that it has nothing to do with the number of items, but the cubic footage of the belongings, and that it was because there was significantly more than 829 cubic feet that they would charge us more. I asked them if they would correct the cubic footage and adjust the cost after the truck had been loaded, and they said they would, but needed us to pay the $1800 up front first. They did not correct the cubic footage, and its clear that it was far less than 1400 cubic feet, and was in fact about 800 cubic feet. Additionally, I tried to cancel their services upon learning of the added cost, before paying them the added $1800, and they said they would keep the $1200 deposit regardless. We were put in a position where we were forced to continue with their services and pay further, despite the obvious lies they were telling.
  

  Furthermore, upon delivery, the movers did not complete their jobs. They moved everything into the home, but did not set up all the furniture as was agreed, had lost multiple things (such as remotes, bolts and other hardware to put the furniture together), and further broke a number of items including a TV, a medicine cabinet, and even a light fixture that was hung from the ceiling in the dining room. Despite not completing their job, losing items, and breaking belongings, they attempted to have me sign a document agreeing that everything was received in good condition. 

  
  This company has been dishonest from the beginning, and continues to be dishonest now. We insist upon at minimum a refund, and would further like compensation for the damaged belongings, which we estimate to be approximately $1500.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 06/05/2024

  Hello,

  We have a signed contract that proves everything. No one is lying. The payment terms and amounts are listed. Attached is BILL OF LADING. This has the amounts also says delivery payment must be Cash or PMO. I have attached the delivery Page which clearly says cash, PMO or zelle. I have attached the in transit email you were sent which clearly states Cash, PMO, ZELLE and the balance. Additionally the driver called on Friday 5/30 and verbally confirmed delivery ETA balance and acceptable payment forms. We did everything by contract as promised. 

  Business Response

  Date: 06/05/2024

  For damages the shipper must file a claim via the agreed process. I have attached the valuation addendum for refrence.

  MovingClaims.net is the claims processing company we use to provide claims services to our customers.

   Please register your claim: www.movingclaims.net

  Customer Answer

  Date: 06/15/2024

   
  Complaint: 21789286
  
  I am rejecting this response because it does not address the overcharging or failure to complete the job. We have filed a complaint with the website theyve provided for the damaged property, but this complaint goes further than that. Were agnostic on whether they address this through BBB or another way, but we still insist upon a refund or reparations.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:04/20/2024

  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.

  Moving company charged us an unexpected fee of $990 cash on moving day. **************, ******, *******, 2 movers who loaded cargo in ** on 3/29, never disclosed the shuttle fee would be a potential concern. Only potential additional fee called out via email is $75+ if access to property exceeds 75 feet. ************************* asked NY movers if property was accessible via 18-******* and showed pictures of property. THEY said yes, truck would pull over to the side of the road. Move in on 4/19, new Driver states cannot safely access property due to busy road. We stated we understood. ****** stated a 26' foot truck was needed to complete delivery. Did not immediately share there was a fee until we asked. The fee is $1/sq ft at $1,250. We were blindsided by this additional fee. There were plenty of opportunities to review this due to the size of the shipment and delivery address documented well in advance. NY Movers also stated we could process final payment via credit card if we called 3 days in advance. This is not company policy. Final payment of $2,838.92 had to be in cash. Per our request, Central Dispatch reached out as we expressed that this surprise fee, in cash, for a family that is retired (one on disability) on a fixed income, is not good business practice. ******* discounted the $1,250 down to $990 as a courtesy. ******'s only advice was if we wanted to save money, we can rent our own 26' truck and he would transfer cargo to that truck. If we did that, we were responsible for unloading the truck. We paid for the service to bring it inside. To rent a 26' truck on our own would cost less than $100. Why $1,250 and the best courtesy was $990? The communication from start to finish has been awful. We were never made aware of the names of partner companies that would be supporting us in the process which caused much confusion. There is a lack of accountability for the miscommunications we have received during this process.Requesting refund of $990.

  Business Response

  Date: 04/22/2024

  Hello,

  Please see attached as the shuttle service is on multiple signed documents. Specifically the delivery page where the customer indicated they did have semi access. *************** as per contract is $1 per cf. The charge for shuttle service on this job is $1,250. The customer was provided a substantial discount as a curtsey. They were additionally provided the option to rent there own small truck and do the shuttle service themselves if they wished to save more. We feel we went above and beyond already in providing the discount from service. 

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21601919
  
  I am rejecting this response because: ****** stated the movers in ******** told him he didn't have an option to say no to the 18'-*******, as the cargo was coming on an 18'-******* combined with another delivery. The movers in ******** stated the truck will pull over to the side of the road. ****** shared his concerns with the process, and the movers assured him the truck would access the property from the side of the road. While we recognize that the verbal conversation is not documented versus the contract that is the agreement, there is clearly a misalignment in the process. This is why we are requesting a refund for the shuttle. What ****** was told on moving day, versus what should have been clearly outlined, are not the same. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/06/2024

  Hello,

  This is correct you do not have an option to say no to the 18 ******* and not have a shared load unless you would have setup/ paid for exclusive truck service. The cost of the would have been triple to do exclusive straight truck service. The service provided was in fact the service paid/signed for.

  The fact is we did discount the cost of the shuttle service because we understood there was confusion on the service. The discounted rate was agreed upon prior to moving forward with the delivery. We have no further justification for refunding of the services rendered.

• Initial Complaint

  Date:07/12/2023

  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 contracted an intrastate move with Budget *** Lines (broker) they sent ***************************** Moving aka Prestige Moving Systems, **** to do my move. I knew all the scams about upping the price upon arrival, so I made Budget do a complete inventory of every single box & every single piece of furniture, so there would be no "add-ons". J&S still tried to up the price, I called the broker & shut that down. The main gentlemen took offense & had an attitude for the remainder of the day. He made me sit & watch him mess with paperwork for nearly 2 hrs after they arrived over an hour late because same *** was sleeping he called me and told me he was sleeping. I received my items at my final location by a plain white box truck & two guys. They said they had come from out of ***********, **. The men who picked up my items said they were driving to *****, **, from *********, ** where I lived. My furniture was all plastic wrapped & cardboard edge protected by me before they arrived except for my couch which was too heavy & big to wrap. Movers used moving *************** to further protect my items. When items arrived all except two items were damaged. The two undamaged items, were cheap put together furniture (a small desk, and a cabinet) before these items left my home I was told "these won't make it" & "these items aren't covered because they are pressboard". The solid wood furniture I had that was in excellent condition was destroyed. Legs were broken off couch making it unusable as there are 3-4 inch metal bars sticking out of the bottom of the couch. It would not sit level & will damage flooring or carpet. It would only work if I ***** rig something to hold up the couch. Couch was less than 2 yrs old. I had a new end table, they kicked a hole in bottom. Two family pieces which were ruined. Shelf they broke 3 of 4 legs clean off. Other they cracked wood so it will be broken if used. Claims offered $60 for a notarized signature at my expense! No Thanks!!

  Business Response

  Date: 07/27/2023

  We are very sorry the Claimant had damage to report from their relocation and they are unhappy with the settlement. However, unable to change the position of the claim.
  It is the customer's responsibility to check off their shipment at the time of delivery to ensure all items tendered to the carrier are received at destination. This is confirmed in the "Your rights and responsibilities when you move" brochure. Prior to signing the paperwork it is up to the customer to check their shipment and confirm all was received. The claims department has been notified and they will be reviewing the claim for possible further consideration.
  Thank you,

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20312408
  
  I am rejecting this response because: I did not report lost items. I reported damaged items. I have a right to recover under the contract and for a specific amount per item. Carrier is not honoring that. Furthermore, I have twice requested Arbitration and carrier has failed to respond or start that process.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 07/27/2023

  Again we are truly sorry for all the frustration the Claimant has experienced with their claim settlement.  Unfortunately the settlement offer has been received by the claimant. It was listed as part of the initial complaint. The claimant was also advised how to initiate the aberration process.

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20312408
  
  I am rejecting this response because:
  I have asked twice to go to Arbitration. So far they have not responded and/or ignored the request. I will file it as breach of Contract claim in Superior Court if necessary.
  Sincerely,
  
  ***********************************