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:10/31/2025

  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.

  My company was relocating me, and I needed to have my belongings picked up from a storage unit in *******, **********. I agreed to the move, paid a $1,500 deposit, and the pickup was scheduled for October 31, 2025.When the driver arrived (who was courteous and not at fault), it was discovered that the public storage facility was infested with rats, and my belongings were destroyed and soaked with urine.Shortly afterward, a man called stating that there was more in the storage than expected and that the price would increase despite Jerrys prior written assurance that the price was final as long as there was only one unit of the agreed-upon ******* this point, I requested a refund since no items were moved or transported. ***** refused. Instead, he told me to go through the items and find 60% of what was salvageable so they could move it for the original price. When I again requested my money back, he became loud, rude, and aggressive, stating he would never refund my deposit.While the condition of the storage facility was not the companys fault, Jerrys unprofessionalism, dishonesty, and refusal to return payment for services not rendered are unacceptable.

  Business Response

  Date: 10/31/2025

  Reference: J6491140 | Customer: ******** ***** | Date: October 31, 2025
  Dear BBB Case Manager,
  We appreciate the opportunity to respond to the complaint filed by ****************** regarding the non-refunded $1,500 deposit for scheduled moving services on October 31, 2025.
  Summary of Events
  October 25, 2025: Ms. ***** electronically signed a Binding Moving Estimate (Reference J6491140) for the relocation of one 10x25x8 storage unit from *****************************, **. Total binding price: $7,905.00.
  The estimate clearly lists 1 item: A-STORAGE UNIT 10X25X8 and includes a waiver of physical/virtual survey per 49 CFR 375.401(a).
  A $1,500 deposit was paid and accepted under the signed agreement.
  October 31, 2025: Our driver arrived at the scheduled pickup location. Upon inspection, the storage unit was found to be severely damaged by rat infestation and urine contamination. No items were loaded.
  The customer refused service and demanded an immediate refund.
  Contractual Basis for Deposit Retention
  The signed agreement contains explicit, unambiguous clauses governing deposit refunds and service refusal:
  Cancellation & Refund Policy (Page 1 & 8)
  In accordance with the companys cancellation policy,
  The customer acknowledges and agrees that any refusal or denial of service whether communicated verbally, in person, or by phone will be considered a cancellation that falls outside of the designated cancellation window. Consequently, no refunds will be granted if service is refused or denied on the scheduled day of pickup.
  Our crew arrived on time and in good faith. The customer refused to allow loading due to the condition of the goods a decision entirely within her control and unrelated to our performance.
  Binding Estimate & Inventory Accuracy (Page 2 & 6)
  The binding price was contingent on one 10x25x8 storage unit as listed.
  The customer claims a representative later stated there was more in the storage than expected. This is factually incorrect. Our driver reported severely damaged, contaminated contents not additional volume. No revised estimate was issued because no items were loaded.
  Response to Customer Allegations
  
  
  Claim Response
  ***** assured the price was final Correct and it was final for the single listed unit. The binding estimate remains $7,905.00. No additional charges were applied.
  Items were destroyed The condition of the customers stored goods is not the carriers responsibility. We do not control storage facility maintenance.
  No items were moved Service was dispatched and performed up to the point of refusal. Driver arrival, labor scheduling, and fuel costs were incurred.
  ***** was rude and aggressive We regret any perceived frustration. However, policy compliance is non-negotiable. Refunds outside the 72-hour window are contractually prohibited.
  
  Conclusion
  Ms. ***** signed a legally binding contract that:
  Explicitly waives refund rights after 72 hours,
  Defines on-site service refusal as a late cancellation,
  Was fully performed by Jacob and Sons up to the point of customer refusal.
  Accordingly, the $1,500 deposit is non-refundable per the signed agreement. We stand by our terms and have acted in full compliance with federal regulations and our published policies.
  We remain open to mediation through the BBB but must respectfully deny the requested refund.
  Attachments:
  Signed Binding Moving Estimate (8 pages)
  Electronic signature confirmation (IP: **********, Timestamp: 10/25/2025 12:34:08 PM ET)

• Initial Complaint

  Date:10/15/2025

  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.

  We recently Hired Jacob and sons moving to move from *********** to ****** ********. We were moving the better park of a 4800 sq foot home. ***** was my over the phone contact. We walked through the entire house and I listed off everything in each room that was to be moved. Then we went outside and I listed everything. I was told we would need 2 trucks and 4 driver would show up. Then he discounted a few things and I elected to have them pack as well. A week before the pick up I was asked if there were any changes. We added a queen bed frame and a dresser and a few other pieces but took off all the lawn furniture so it should have been a wash. instead he wanted to charge an extra $3500.00. I said never mind leave it as is. On the day of the move One truck and 3 guys showed up. The ******* walked around the house and determined to take everything on the estimate was going to cost an extra $3500.00. I became upset and said no way. Called all my contacts and ended up talking with the owner who was incredibly condescending, rude, and abrupt. He was insistent that I should have know how much a 29 foot truck could hold, what ************************************************************************ the end the mover filled the truck like pros but only packed what they could fit on the truck and left everything else unpacked. There was 26 items that were listed on the estimate that did not fit on the truck. They only took 2 items not listed on the original estimate. I was quoted 80 medium size boxes and they packed and took less than 15 boxes. So while the movers are Jenga masters and took all they could, the estimate was WAY WAY off. This is the Bait and switch people talk about with moving companies. I ended up scrambling to get the rest of the house packed and moved myself. I sent a letter of complaint to both the owner ***** and the estimator ***** and have never heard another word back.

  Business Response

  Date: 10/19/2025

  Thank you for bringing this matter to our attention through the Better Business Bureau. We at Jacob and Sons Moving value our customers and strive to provide transparent, reliable service. We have reviewed the complaint from Ms. ***** ***** regarding her move from ******* **, to ******* NE, and appreciate the opportunity to respond. Below, we outline the details of the booking and events based on our records to clarify the situation.

  Booking and Estimate Process

  This move was booked on August 26, 2025, via a phone estimate conducted with our estimator, ****** The estimate was based solely on the inventory provided by Ms. ****** which totaled approximately ***** cubic feet of space. Our pricing for long-distance moves is based on the cubic footage required, not on the number of trucks or crew members. During the initial walkthrough over the phone, Ms. ***** listed the items to be moved, and we provided a binding estimate accordingly. We also discussed and included packing services at her request. At no point was the estimate guaranteed to require two trucks or four crew members; rather, we indicated that the logistics (e.g., truck size and crew) would be arranged based on the estimated volume to efficiently complete the job.
  On September 22, 2025, our quality assurance team emailed Ms. ***** to review the inventory list and allow for any updates. She responded with a list of changes, including items to add and remove. These adjustments increased the estimated volume to ***** cubic feet, which naturally resulted in a higher cost estimate of an additional $3,500 to reflect the extra space needed. Ms. ***** explicitly replied via email that she did not wish to proceed with these changes and preferred to stick to the original inventory and estimate. We honored this request and proceeded accordingly.

  Events on Move Day

  On the scheduled move date, our crew arrived with one 26-foot truck and three professional movers, which was sufficient to handle the original ***** cubic feet of estimated space. Upon arrival, the ******* conducted a walkthrough and discovered that Ms. ***** intended to move all the items, including those from the revised list she had previously declined. To accommodate this, we promptly prepared a revised estimate for the additional volume.

  Ms. ***** expressed frustration, and we understand her disappointment. She contacted our team, and our **, ***** spoke with her directly to address her concerns. During the call:

  Ms. ***** referenced the need for a second truck and four crew members. **** explained that the single truck sent was capable of handling the original ***** cubic feet and that additional resources were not necessary unless she accepted the revised estimate.There was some confusion as Ms. ***** appeared to be reviewing the updated September 26 estimate (for ***** cubic feet) rather than the original. ***** clarified that, per her email, we were proceeding with the original plan.We offered to send a second truck and additional crew if she approved the revised estimate to cover the extra items, but she declined. **** emphasized that customers are responsible for final choice of their inventory, but we regret if any part of the conversation came across as condescending or abruptwe aim for respectful communication at all times. The crew proceeded with the original estimate, professionally packing and loading what fit within the ***** cubic feet. 

  Addressing the Complaint

  We do not believe this situation constitutes a "bait and switch." Our estimates are binding and based on the customer's provided inventory. We provided multiple opportunities for review and adjustments, and we honored Ms. ******* decision to revert to the original plan. Sending a second truck preemptively would have been inefficient and unnecessary if adhering to the ***** cubic feet, as it would have incurred unused resources. Ms. ***** mentions sending a complaint letter to ***** and ***** but receiving no response. We have no record of receiving such a letter, and we apologize if it was overlooked. We encourage direct communication and would have been happy to discuss further.

  Proposed Resolution

  We performed the move according to the contracted original estimate, delivering all loaded items to ******* NE, without incurring any additional charges. As such, we do not see grounds for a refund of $5,500, as no overcharges occurred, and we offered options to expand the service that were declined. However, in the interest of customer satisfaction and goodwill, we are willing to work toward a reasonable resolution. We would also welcome a follow-up conversation with Ms. ***** to discuss this further and ensure her concerns are fully addressed.
  Please let us know if you require any additional information. We are committed to resolving this amicably and appreciate the BBB's mediation.

  Customer Answer

  Date: 10/30/2025

  After reading the responses, it is clear to me that the original estimate is the issue, you can not say that there estimate was correct when over 25 items and 60 medium size boxes were left off the truck. Clearly ***** did not calculate correctly and this is why I referred to it as a bait and switch. If what was supposed to go in the truck , bases only on his list, didnt fit then he was wrong in his calculation. We had the means to get the rest of it moved ourselves what would have happened if we did not? Those 25+ items and 60+ boxes would still be in the house. Its a typical moving scam.

  Customer Answer

  Date: 10/30/2025

   
  Complaint: 24019944
  
  I am rejecting this response because:

  After reading the responses, it is clear to me that the original estimate is the issue, you can not say that there estimate was correct when over 25 items and 60 medium size boxes were left off the truck. Clearly ***** did not calculate correctly and this is why I referred to it as a bait and switch. If what was supposed to go in the truck , bases only on his list, didnt fit then he was wrong in his calculation. We had the means to get the rest of it moved ourselves what would have happened if we did not? Those 25+ items and 60+ boxes would still be in the house. Its a typical moving scam.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 11/24/2025

  BBB Complaint #******** Final Response
  
  The job was performed precisely as you contracted and paid for. The binding estimate was 100% accurate for the inventory you gave us over the phone and later signed off on. You had multiple chances to update that list and add the extra items. You chose not to. On move day, you tried to add a significant amount of additional furniture and boxes at the original price. We wouldnt allow it, so now its being called a scam.
  Its not a scam. Its you trying to get thousands of dollars worth of extra service for free, while 100% knowing what you were doing. That didnt work, so the BBB is being used as leverage.
  We have nothing further to add. The move was completed correctly, no overcharge occurred, and no refund is owed.
  Respectfully,

  Customer Answer

  Date: 11/24/2025

   
  Complaint: 24019944
  
  I am rejecting this response because: it is all fiction. There only reason we signed off on what was taken is because we were threatened it would not be delivered. We added a few pieces but removed dozens in its place. We were quoted 80 boxes they didnt even move 20. I submitted the list we were quoted and showed how much was left behind. The fault does not sit with the onsite movers but the estimators and their inability to correctly quote a 4800 sq foot house.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 11/24/2025

  This is no longer productive.
  You were never threatened. The crew loaded and delivered exactly what was on the binding contract you approved. 

  Before loading a single item, everything was reviewed, agreed upon, and signed. Factual information we can't refuse to deliver something that is not yet loaded.

  You did NOT remove dozens of items to offset the additions. Your own email from September 2025 shows a net increase in volume, which is why the revised price went up. You rejected the increase and told us in writing to keep the original contract. We did.

  The estimator quoted exactly what you told him over the phone and what you signed. That is how every non-visual, phone-based binding estimate works in this industry.
  We consider this matter closed. No refund will be issued.
  Thank you to the BBB for its time.
  Respectfully,

  Customer Answer

  Date: 11/24/2025

   
  Complaint: 24019944
  
  I am rejecting this response because: we did not sign anything until the house was loaded if you compare what was loaded to what was estimated then you will see you are wrong. You can close the matter all you want but dishonesty will not serve you well. I will make sure everyone know how you practice business, how abusive over the phone the boss was, and how your own paper work shows what you bid, what you took, and what was left! None of it matches!
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 11/24/2025

  am rejecting this response because: we did not sign anything until the house was loaded if you compare what was loaded to what was estimated then you will see you are wrong. You can close the matter all you want but dishonesty will not serve you well. I will make sure everyone know how you practice business, how abusive over the phone the boss was, and how your own paper work shows what you bid, what you took, and what was left! None of it matches!

• Initial Complaint

  Date:09/16/2025

  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.

  The moving company sells a good game when they attempt to get customers to contract with them but lacks communication about the household goods transportation. The customer care is poor, they are mendacious about contractors involved in the move. Paying them was a nightmare and the movers attempted to have ***** payments sent to their personal account. Overall poor experience. No substantive updates are provided regarding the move. I have used many moving companies and the lack of customer care with this one is an atrocity.

  Business Response

  Date: 09/16/2025

  Hello Ahmir,
  Thank you for your recent email and for providing additional details about your concerns. I appreciate you taking the time to share your perspective, as it helps us understand how we can continue to improve our communication processes. I want to address each point you've raised thoughtfully and provide clarity based on our records and the agreed-upon terms of your move.
  First, regarding updates and communication: I understand your frustration with what feels like limited updates during the transit phase. Our process for shared-load moves, which was outlined in your signed estimate and pickup paperwork, is designed to provide reliable information at key milestones rather than frequent speculative updates. This includes:
  Confirmation of pickup and the First Available Delivery Date (FADD) of 09/03/2025.
  An "in transit" notification will be sent once items are loaded onto the delivery truck (sent to you on 09/10/2025).
  Direct contact from the driver once they are en route and can provide an accurate delivery schedule, with at least one day's notice.
  We explained this during our phone conversation on 09/04/2025, and I followed up by sending copies of all relevant paperwork at your request, which you acknowledged with thanks. The estimated delivery window of 1-14 business days from FADD (based on the distance of ********** miles) was also clearly stated in your signed documents. As of today (09/16/2025), we are well within the estimated windowapproximately 9 business days have passed since FADDand your items remain in transit as promised. "In transit" means your household goods have been loaded onto the delivery truck and are en route to your destination.
  On the topic of delivery notice and availability: We recognize that scheduling can be challenging, which is why our drivers aim to provide as much advance notice as possible, but a minimum of one day prior is standard for shared-load services to account for variables like route optimization and other deliveries. This was disclosed upfront in the contract and during our discussions. If this minimum notice creates a hardship, please let me know your availability preferences, and I'll relay them to the driver to accommodate where feasible. Many customers find this process workable, but I apologize if it hasn't met your expectations based on past experiences with other companies.
  As for the contract and delivery timeline: The terms you signed specify that delivery is not guaranteed unless the optional ************************** (P.G.S.) is purchased. Without P.G.S., the standard delivery period is up to 30 business days from FADD (excluding weekends, holidays, and any storage time). We are operating fully within these parameters and have not exceeded them. If delivery does go beyond the contractual period, we have a per **** ***** compensation of $25 per business day, as noted in the agreement. Regarding arbitration, our contract outlines the process, but we hope to resolve this amicably without escalation.
  I truly regret that your experience has felt tone-deaf or nonchalant that's not our intent. We've handled thousands of moves successfully with this same transparent process, and we've been upfront from booking through transit. That said, your feedback on wanting more proactive updates is noted, and I'll review it internally to see how we might enhance our customer touchpoints without overpromising on speculative details.
  Your driver should be reaching out soon with a firm delivery schedule. We're committed to completing your move smoothly.
  Best regards, 

  Business Response

  Date: 09/16/2025

  Dear Better Business Bureau,
  Thank you for notifying us of the complaint filed by Ahmir *. ******** regarding their household goods move (booked on 06/17/2025, pickup on 08/30/2025). We take all customer feedback seriously and strive to provide transparent, reliable service in full compliance with our contracts and industry regulations. After reviewing our records, including emails, phone logs, and signed documents, we believe this matter stems from a misunderstanding of our standard processes rather than any breach on our part. We have not engaged in any deceptive practices and are committed to resolving this to the customer's satisfaction.
  Key Details of the Move:
  The customer booked a shared-load move with an estimated delivery window of 1-14 business days from the First Available Delivery Date (FADD) of 09/03/2025, based on the distance (********** miles).
  All terms, including the non-guaranteed delivery period of up to 30 business days from FADD (per 49 CFR Section 375.505(b)(6)), were clearly outlined in the signed estimate and pickup paperwork. Guaranteed dates were available as an optional paid upgrade ***************************** which was not selected.
  Pickup occurred as scheduled on 08/30/2025 without issues.
  On 09/04/2025, the customer inquired via email about the status. We responded promptly via phone, explaining our process in detail: no updates until items are in transit, followed by driver contact with at least one day's notice. We also sent copies of all paperwork at their request, which they acknowledged positively.
  On 09/10/2025, we sent the "in transit" notification as promised, confirming items were en route and reiterating payment and driver contact details.
  The customer expressed dissatisfaction with the level of updates and notice, leading to this complaint. We provided an informal estimate of delivery within 5 days in response to their follow-up but emphasized that accurate ETAs come directly from the driver to avoid misinformation.
  Addressing Specific Allegations:
  Poor Communication and Lack of Updates: Our process focuses on accurate, milestone-based updates to manage expectations realistically for shared-load moves. We communicated at every key stage, including pre-pickup confirmation (08/28/2025), post-pickup explanation, paperwork sharing, and the in-transit email. Frequent speculative updates are not standard, as they can lead to inaccuracies, but we addressed all inquiries same-day.
  Mendacious About Contractors: We use vetted contractors for aspects like local pickup/delivery, which is industry-standard and disclosed in our terms. There were no misrepresentations; the customer was informed this is a shared-load service involving coordination with multiple parties.
  Payment Issues: Payment was handled per contract (cash, postal money order, or Zelle on delivery). Any request for ***** to a personal account would be unauthorized and not reflective of our policieswe require payments to official accounts. If this occurred, we apologize and will investigate the specific crew, but our records show no payment disputes to date for this move.
  Overall Experience: We regret the customer's dissatisfaction, especially compared to prior moves with other companies. However, we've adhered strictly to the signed agreement and provided all promised information. As of 09/16/2025, we are within the estimated and contractual windows, with delivery imminent.
  Resolution Efforts:We've reached out directly to the customer via email today (FIRST REPLY) to reaffirm our process, address their concerns, and offer to accommodate delivery scheduling preferences. We're happy to provide any additional documentation, such as signed contracts or communication logs, upon request. If the delivery exceeds the contractual 30 business days from ****, we will apply the $25 per **** ***** compensation as outlined.
  We value our A+ BBB rating and aim to maintain it through fair practices. Please let us know if further information is needed to close this matter.
  Sincerely,

  Customer Answer

  Date: 09/30/2025

  I saw the business's response. The core of the issue is a gentleman named ******* ***** decided it was okay to refer to me as the customer a "dickhead". I hope the ******************** can take appropriate action with the rating. 

  While I spoke to the owner and received the items, customer care with ***** was atrocious. While the owner was nice I had to skip trace his information to find him. ******* refused to provide his information and was truly terrible. 

   

  The owner seems like a fair and reasonable man but it will never be okay for staff to curse out customers. 

• 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,
  
  ***********************************