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:06/26/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled a move with this company under the name Florida Moving Specialists, the move was extremely frustrating and I was required to pay before the company would unload my furniture. In the process of unloading the furniture the movers attempted to move a couch around a corner hallway and damaged the wall. Per the movers they contacted the company (the movers are contracted) to start the claim process for causing the damage. I followed up with the company the following Monday to discuss what next steps would be and was told I would need to submit pictures of all damages. There were additional damages, but I am not concerned about those as part of this claim. I filed a claim with the company which I received notification of today that they will not cover any damages, because I can't prove the damage to my wall didn't take place during my move. The movers themselves called the company the day of the move as I did also to report the issue. They have blocked my cell phone number and lied in the claim I made. At this point I am just looking to be compensated for the damage done to my home.

• Initial Complaint

  Date:06/21/2025

  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.

  Details of the move is June 21st, like other complaints of the company they make your sign a contract before adding charges. While the quote was very low they pulled a bait and switch and charged almost triple. They said they would withhold our stuff until it was paid. The handle was EXTREMELY rude and inappropriate thru texts. On top of that I was quoted until 4pm and they left before hand, saying they would refund the hours not used by the end of the day and never did. I have video and photo evidence of them leaving,

• Initial Complaint

  Date:06/13/2025

  Type:Billing 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 6/7/25 I hired a moving company. We agreed on $99/hr. They said it would take 3-4 hours. Upon arrival they charged me $150 for "travel time to get there" which hadn't been agreed upon. Then they boxed up things that were already boxed and charged me extra for that (which I had said I didn't want help with that stuff). Upon arrival at the new destination, they charged me $1452 (when it should have been about $600, the agreed upon number). They also charged me for unpacking and things I didn't need. However, when I tried to tell them that, they said they would drive away with my stuff if I didn't pay right then and there, so I payed via Zelle (the only form of payment they would take). During unpacking, they said they would cover my halls for narrow hallways, and out everything in the correct places. They didn't protect any walls, they threw my stuff everywhere (witnessed by my family), there is a huge **** on my couch I cannot remove, and they ruined my walls, and chipped my furniture. As I mentioned, they also charged me for unpacking, which they did not do. They charged me to set up a crib and bed, which they did not do. When I told them they charged me for all this stuff they didn't do (plus extra hours they weren't there), they said "call **** for a refund. I have reached out several times in several different ways to get ahold of anyone from the company but they have ignored everything. I have photos and the contract but I can't upload because they are not PDF but can send in an email!

  Business Response

  Date: 06/17/2025

  Thank you for the opportunity to respond to this complaint.
  We would like to clarify that our company operates strictly on an hourly basis, and payment is calculated based on the actual time worked, as outlined in the contract and discussed with the customer in advance.
  All termsincluding the hourly rate, travel time, and conditions regarding packing and unpackingwere thoroughly explained to the customer over the phone prior to the move. A confirmation email was also sent, which included access to the client portal where all the same terms were available for review. The travel time charge is standard industry practice and was clearly stated both on the confirmation page and in the signed agreement.
  Our hourly rate includes protective wrapping using blankets and shrink wrap. Additional packing of delicate or fragile items (such as kitchenware or decor) is a separate service billed accordingly. The customer requested this additional service, which was documented in the signed contract.
  Regarding unpacking: our team unpacked all items except for the TV, at the customers specific request, as she expressed concern that it might be damaged during placement. As for furniture setup, our team did not complete crib assembly because the paid labor time had concluded, and the customer declined to extend the service.
  Multiple forms of payment were available, and the customer chose to pay via ****.
  Concerning property damage: no new damage to the walls was caused by our movers. The **** referenced was from a box the customer purchased separately and was minor, easily removed with a damp cloth, as she herself noted. The couch had a visible pre-existing stain, which our ******* pointed out before wrapping and loading. Since it was securely protected in both blankets and shrink wrap, no new damage could have occurred in transit.
  We are committed to professionalism and customer satisfaction and regret that this customer did not feel the experience met their expectations. However, our records and team confirm that services were rendered accurately and fairly, in full accordance with the agreement.
  Furthermore, given that the customer has initiated a dispute for the entire amount paid ($1,452.00) as a form of compensation, it appears the customer is seeking to receive the service entirely free of charge at our companys expense. We consider this action to be intentional and unjustified.
  Sincerely,
  Moving Specialist US Florida

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23464694
  
  I am rejecting this response because: 

  - The time had not expired. I was charged for 6 hours (including travel time), and they were thre for 4.5. They even wrote on top of the contract that they will reimburse me for an hour. 

  - They also wrote on top of the contract that they will reimbuse me for unpacking, which they also did not do. (not just the TV, but any of it)

  - The only form of payment I was allowed to make was zelle. I have multiple fmily members who saw the entire thing. 

  - Yes, my couch had a stain, but they made a new **** on it.

  -My walls do not look the same, it ruined the paint. 

  - I was forced to sign the contract BEFORE anything was done, and again BEFORE they unloaded the truck. They threatened to drive away if I didn't sign and said they would reimburse me for the extra time I paid for and did not use as well as for the unpacking (which they didn't do). 

  - I reached out to your business MULTIPLE times in many different ways with NO response. You know you did wrong, you know you are scamming people. 

  - I would take a partial refund for 1. billing me extra hours you didn't use (which the mover wrote on top of the contract that he charged me too much). 2. refund for unpacking (which he also put on top of the contract (which I will send over once I have an email I can send it to). 3. charging me for packing supplies that wasn't even used. 4. destroying my hallway and couch (which I will send pictures of with the picture of the contract). 5. overcharging me and making me sign a contract that I said I did not feel comfortable signing and THREATENING to drive away if I didn't sign right then and there.

  - I am asking for $600 refund. 

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

  Business Response

  Date: 06/19/2025

  Response to Additional Comments
  
  Thank you for providing us the opportunity to further respond.
  
  We have thoroughly reviewed our records, including ********* and can confirm that the timing of services fully corresponds with what was documented in the contract and invoiced accordingly.
  
  Regarding payment: we offer multiple forms of payment, all of which are clearly specified in the contract. ***** was not the only available option; the customer voluntarily chose to use Zelle.
  
  In the customers original complaint, no mention was made of the pre-existing damage and stains on the sofa. Only after we pointed this out did the customer acknowledge that the sofa had prior damage. Similarly, regarding the walls, the customer is fully aware that the **** referenced was caused by one of their own boxes. It is disappointing that responsibility is now being misrepresented in an attempt to attribute this to our company.
  
  No one was forced to sign the contract. As the customer correctly stated, the contract is provided in advance so that all terms can be carefully reviewed before any work begins. If any conditions were unacceptable, the customer had the right to decline our services. The only additions to the agreed rate are for the actual time worked and any additional packing materials requested by the customer during the move. Each customer has full visibility and control over the use of these materials.
  
  We would also like to clarify: we are a moving company, not a storage company. It is simply not physically possible for us to drive away with a clients belongings as alleged. Our only goal is to complete the move as agreed.
  
  We further note that in the initial complaint, the customer attempted to dispute the full amount of $1,452.00 the total for services provided. Having been unsuccessful in that attempt, the customer now appears to be seeking partial reimbursement of $600. This pattern raises serious concerns that the customer is attempting to avoid payment for services legitimately rendered.
  
  We remain committed to fairness and transparency and stand by the professionalism of our team.
  
  Sincerely,
  Moving Specialist US Florida LLC

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 23464694
  
  I am rejecting this response because:

  I have attached the contract, which clearly shows at the top that the mover told me to "call ****" and out on there that I should recieve reibursement of $176 (because they did not unpack) and 1 hour of work (because they left early, as I stated above). I have multiple witnesses that saw my couch with the old stain, and the one that was created from the move. I also have multiple witnesses who saw them scratching up my walls (and a walkthrough 30 minute prior to their arrival showing no scratches on the wall), they also witnessed the mover saying I would receive the refund he wrotte on top of the contract and told me to "call ****".
  
  Sincerely,
  
  ****** *********

  Customer Answer

  Date: 06/20/2025

  Attached is the contract showing on the top that the mover told me to "call ****" to receive $179 refund and 1hr of work refund ($99).

• Initial Complaint

  Date:05/29/2025

  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.

  I was given a confirmation that this moving business was going to arrive at my home in ************ at 2-3 PM. They arrived at 8 PM , no tools and very rude. I was told 2/3 pm, so I took all my foods from freezer and fridge, it was a total loss ! I had to go to ******* twice to get the right tools they required. I called the boss and he was very rude and said some impolite things to me as well as threatening to call the cops if I didnt pay. They had me sign the contract with out telling me what the price was and it ended up costing 985$ which I was told was 300$ in the confirmation quote. They left and did not put my bed together nor upstairs like I asked them to.

  Business Response

  Date: 06/17/2025

  Thank you for your feedback.

  We are disappointed to see your attempt to misrepresent the facts regarding your move.
  
  At the time of booking, you specifically requested a move in the afternoon. Our sales representative clearly explained that moves scheduled for the afternoon are performed as second jobs of the day, and therefore we cannot guarantee an exact arrival time. You were honestly and directly informed that the crew would arrive after completing the earlier job, and that factors such as traffic and job duration could affect the time.
  
  On the day of your move, our dispatch manager remained in contact and kept you updated on the crews progress. Due to factors beyond our control including the extended duration of the prior job and traffic delays our team arrived in the evening. Despite this, you chose not to cancel the move and insisted that we proceed.
  
  Upon arrival, our crew was met with immediate hostility. You directed offensive language toward our workers and our manager, both in person and over the phone. Out of concern for the safety of our employees, we made the decision to warn you that the police would be called if your aggressive behavior continued. This was entirely our initiative, and it was done solely to protect our team.
  
  As for the charges: before starting the work, you signed the service contract, which clearly outlines that the final cost is based on actual time worked. The total for the job came to $985 based on labor hours. Nevertheless, despite the challenges, we extended a $185 discount as a gesture of goodwill, and you paid $800.
  
  Your current attempt to dispute this amount essentially demanding a full refund after receiving the service only reinforces our view that you are trying to get the service for free at our companys expense.
  
  If you have any further documentation or legitimate concerns to present, we are open to reviewing them.
  
  Sincerely,

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23392586
  
  I am rejecting this response because:

   

  I am writing to formally express my deep dissatisfaction with the recent service experience I had with your company. Unfortunately, it fell far below reasonable expectations in multiple ways.
  
  
  Your team arrived late, was unprepared, and lacked the necessary tools to complete the job as promised. To make matters worse, no one answered our phone calls to confirm the status, which added to the confusion and delay. The lack of communication, compounded by a language barrier, caused significant downtime and frustration.
  
  
  Due to the delays, I had to involve my children to complete part of the work your team should have handled. I also incurred a $185 loss because my food spoiled while we waited unnecessarily for your team to show up and complete the task. That is a cost I directly associate with your lack of preparation and accountability.
  
  
  However, what is equally concerning is the uncompensated labor and effort we had to put in on your behalf. We contributed time and energy that should have been covered by your team. I would like to understand how your business intends to take responsibility for this.
  
  
  At the very least, I expect a fair resolution for:
  The spoiled food ($185)
  The labor we were forced to provide
  The excessive wait time and inconvenience
  
  
  I hope your company values customer relationships enough to make this right. Please respond promptly with a proposed solution or compensation for the above concerns.
  
  Sincerely,
  
  Yariany ********

  Business Response

  Date: 06/19/2025

  Thank you for your reply. We appreciate the opportunity to clarify once again.
  
  As we have explained previously, the arrival time provided is for scheduling purposes only. The actual arrival time can be earlier or later depending on the completion of prior jobs, traffic conditions, and other factors beyond our control. You were informed of this in advance on multiple occasions, and such variability is a normal part of afternoon moving appointments. In some cases, moves are even rescheduled for the following day due to these unavoidable circumstances.
  
  Regarding your assistance during the move: any tasks you chose to handle yourself ultimately helped reduce the time required for our crew to complete the job. As a result, your final bill was lower than it otherwise would have been.
  
  In addition, as already noted, we provided you with a discount on the day of your move reducing your total from $985 to $800 as a gesture of goodwill, despite all work being completed.
  
  At this point, we believe we have addressed your concerns fairly and responsibly. If you have further legitimate documentation to provide, we are open to reviewing it. Otherwise, we consider this matter resolved.
  
  Sincerely,
  Moving Specialist US Florida LLC

  Business Response

  Date: 06/20/2025

  Thank you for your reply. We appreciate the opportunity to clarify once again.
  
  As we have explained previously, the arrival time provided is for scheduling purposes only. The actual arrival time can be earlier or later depending on the completion of prior jobs, traffic conditions, and other factors beyond our control. You were informed of this in advance on multiple occasions, and such variability is a normal part of afternoon moving appointments. In some cases, moves are even rescheduled for the following day due to these unavoidable circumstances.
  
  Regarding your assistance during the move: any tasks you chose to handle yourself ultimately helped reduce the time required for our crew to complete the job. As a result, your final bill was lower than it otherwise would have been.
  
  In addition, as already noted, we provided you with a discount on the day of your move reducing your total from $985 to $800 as a gesture of goodwill, despite all work being completed.
  
  At this point, we believe we have addressed your concerns fairly and responsibly. If you have further legitimate documentation to provide, we are open to reviewing it. Otherwise, we consider this matter resolved.
  
  Sincerely,
  Moving Specialist US Florida LLC

• Initial Complaint

  Date:05/02/2025

  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.

  Their job ***** scheduled for 3/31, but the movers failed to show until the next day They way overchanged me, then when questioned, they told me they will need full payment in cash, or else they arent unloading my furniture placing me in duress nnedlessly.Overcharges $24 over - The original estimate said $115 fuel charge, they upped it to $139 $75 over - Original estimate said nothing about a $75 cleaning charge, and that estimate said "no hidden charges":$180 over, Original estimate said "unlimited bubble wrap and packing supplies would be provided, yet was charged $180 for 60 feet of bubble wrap, which upon unpacking everything, I could not find any evidence where they even used any bubble wrap. (and 60 feet of bubble wrap cost $10 at walmart)$240 over, Charged for 16 Mirror-picture cartons, for $240, when no mirrors or art pieces were so packed, $82.50 over, I was charged for 11 packing tapes at $7.50 each, $82.50, when original estimate provided for "unlimited packing supplies", (and besides 11 rolls of tape costs $13 at *******)$100 over. They charged me for 8 large boxes at $12.50 for $100. Funny that I had already prepacked everything into sturdy boxes, yet they dumped my smaller boxes loosely with no care, into their "large" boxes damaging glassware. I did not authorize the "repack", even so unlimited packing supplies was in original estimate.$99 over, lastly overcharged on labor by one hour, They started at 10 am, and completed at 10 pm.The original estimate was $759 total for the move less senior and cash payment discounts, or $692, yet their total final bill came to $2026! TRIPLE the original estimate!!My claim for overcharges against them totals $800.50 **** *****

  Business Response

  Date: 05/27/2025

  Dear Mr. *************** you for taking the time to share your concerns regarding your move. We take all feedback seriously and appreciate the opportunity to provide clarification.
  Your move took 13 hours, which is confirmed by our GPS and time logs.
  Packing materials totaled $632, which included bubble wrap, mirror cartons, boxes, and tape all provided upon need and billed separately, as clearly stated in the welcome SMS, customer portal, and your signed contract. Only shrink wrap and moving blankets are included in the hourly rate.
  The $139 fuel charge and $75 truck cleaning fee were disclosed in advance and sent to the email you provided.
  The original estimate was based on a 5-hour move with minimal packing. The final scope was significantly larger, which is why the total was adjusted accordingly.
  We have internal documentation and time records to support all charges.
  No representative from our company has ever claimed that all packing is included in the hourly rate, and every customer is informed about additional charges for materials. In many cases, we even use customer-supplied materials when available.
  Were happy to provide all supporting documentation upon request.
  Sincerely,
  Moving Specialist US Florida LLC
  
  

• Initial Complaint

  Date:04/24/2025

  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.

  Date of the transaction 04/03/2025 We hired this moving company from the internet. They were very reasonable with the price. They came in a tiny trailer, used bubble wrap on 2-glass items and used 3-TV boxes. They gave us an invoice for $1563.50, for 2-hours of work. Told us we had to pay in full cash(obviously so they don't have to report it) before they would unload any of our belongings. We were able to talk them down to $965 cash. Invoice is attached. They upcharged everything. After this happened I investigated them more to find out they do this to everyone.

  Business Response

  Date: 05/21/2025

  Regarding the specific concerns raised in the complaint, we would like to emphasize that Mrs. ***** had full access to all the necessary information about the upcoming move. Our company ensures that clients are provided with all the relevant details and have the opportunity to review the terms and conditions in advance. It is our standard practice to make sure that customers are well-informed and clearly understand the moving process.
  By disputing the entire amount of $965,00 charged for her move, Mrs. ***** is effectively requesting a full refund for services that were properly renderedseeking to receive professional labor, transportation, and all packing materials entirely free of charge. This position is not only unjustified but appears to be a deliberate attempt to avoid payment for services she knowingly received and accepted.

  On 4/3/2025, upon our teams arrival at the loading site, they were met by Mr. ******* ******, who introduced himself as Mrs. ****** son and stated that he would be responsible for managing the move and handling payment. Mr. ****** carefully reviewed the contract, asked detailed questions regarding the terms, and provided his drivers license for identification purposes before the moving services began.

  It is also important to note that Mr. ****** raised a question about pricing on the day of the move. Our team explained the charges in detail, and he acknowledged that the concern stemmed from his own misunderstanding. As a gesture of goodwill and to resolve the matter amicably, we provided him with a $790 discount, which he accepted. This discount was applied on the spot, and the final payment of $965 reflected this reduced amount.
  Considering the time, effort, and materials involvedas well as the discount already grantedthe attempt to dispute the full amount after services were completed in good faith constitutes a clear abuse of the dispute process.
  We believe this to be an intentional effort to receive services and materials without fulfilling payment obligations.
  We respectfully request that this dispute be reviewed carefully and dismissed based on the facts presented. We are prepared to provide supporting documentation, including time logs, signed agreements, discount records, and internal communication, to support our position in this matter.

• Initial Complaint

  Date:04/22/2025

  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 hire this company to move my belongings from a 3 bedroom house 9.6 miles from my previous home to a new home . The guy who l spoke he told me they are gonna bring 2 guys and they will do the job between 3 hours and a 5 hours and the charge gonna be between $354dls and $544 dls. they took the hole day and they charged me $2700 dls and m complaint but they said that is the money l have to pay or they gonna take all my stuff in a storage and they gonna charge for every day of storage until l pay a that money so in the end l had to pay $2200 dls

  Business Response

  Date: 05/20/2025

  Regarding the specific concerns raised in the complaint, we would like to emphasize that Mr. ******* had full access to all the necessary information about the upcoming move. Our company ensures that clients are provided with all the relevant details and have the opportunity to review the terms and conditions in advance. It is our standard practice to make sure that customers are well-informed and clearly understand the moving process.
  By disputing the entire amount of $2,200 charged for his move, Mr. ******* is effectively requesting a full refund for services that were properly renderedseeking to receive professional labor, transportation, and all packing materials entirely free of charge. This position is not only unjustified but appears to be a deliberate attempt to avoid payment for services he knowingly received and accepted.
  The move required over 16 hours of labor by our crew, including the professional packing of more than 31 boxes of personal belongings. All services were completed with care and professionalism, and the customer signed all necessary documentation confirming satisfactory completion of the job.
  It is also important to note that Mr. ******* raised a question about pricing on the day of the move. Our team explained the charges in detail, and he acknowledged that the concern stemmed from his own misunderstanding. As a gesture of goodwill and to resolve the matter amicably, we provided him with a $490 discount, which he accepted. This discount was applied on the spot, and the final payment of $2,200 reflected this reduced amount.
  Considering the time, effort, and materials involvedas well as the discount already grantedthe attempt to dispute the full amount after services were completed in good faith constitutes a clear abuse of the dispute process. 
  We believe this to be an intentional effort to receive services and materials without fulfilling payment obligations.
  We respectfully request that this dispute be reviewed carefully and dismissed based on the facts presented. We are prepared to provide supporting documentation, including time logs, signed agreements, discount records, and internal communication, to support our position in this matter.
  
  

• Initial Complaint

  Date:04/04/2025

  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.

  I have attempted to contact this business on multiple occasions over the past 3 weeks and given multiple email addresses to send a claim to....all email addresses are invalid and not deliverable. **Incident Details:*** **Date of Incident:** 3/18/2025 * **Location:** ***********************, *************************************************************** * **Description of Damage:** * During the loading process, your movers backed a trailer into the church's auditorium door. The door was held open, and the trailer's ramp was lowered at an excessive height, resulting in a puncture and significant damage to the door's surface and the door seal. * Additionally, the wooden bottom of the door sustained damage, likely from the organ being dragged over it.* **Cause of Damage:** Negligent operation of the trailer and ramp by your movers.* **Move Order Details:** This move was not ordered by ************************ It was arranged by *** ******, residing at ***********************************************************************Documentation:*** Attached to this email are photographs documenting the damage to the church door and the door seal.* Attached to this email are photographs of the bill of lading. Please note that I did not receive a physical or electronic copy of the bill of lading at the time of the move.**Claim Details:*** We request immediate action to address the repair of the damaged door and door seal.* We request that you provide the claim number that is assigned to this claim.* We request that you provide detailed instructions on the next steps in the claims process.* We request confirmation that your company is fully insured to cover the damages caused to the property of ***********************.

  Business Response

  Date: 04/10/2025

  Dear Mr. ***** *****,
  
  Grace and peace to you.
  
  We acknowledge your correspondence regarding the events of March 18, 2025, at ***********************. After careful review and prayerful consideration, we would like to offer a final response.
  
  Our company agreed to assist in the relocation of what we were told was a church organ an item understood to be sacred in nature and intended for continued use in ministry. This move was undertaken not as a commercial venture for profit, but as a humble act of service, rooted in goodwill and a shared reverence for the work of the Church.
  
  While we did receive a modest payment, it served merely to cover a portion of the operational expenses fuel, labor, and time and not to generate financial gain. There was no profit in this act, nor was any sought. As it is written,
  
  Freely you have received; freely give. (******* 10:8)
  
  It is therefore with sincere disappointment that we have received demands for financial compensation. Especially considering that the very organ we helped relocate was subsequently sold, it grieves us to now face allegations and claims against the very hands that labored in service.
  
  Do not pervert justice or show partiality. Do not accept a bribe, for a bribe blinds the eyes of the wise. (Deuteronomy 16:19)
  
  Mr. *****, we believe firmly that to seek personal or institutional financial gain from a charitable act is not in keeping with the spirit of Christian stewardship. Our movers did not act negligently, but sacrificially offering time and strength for what we understood to be a God-honoring cause.
  
  For this reason, and with full respect, we must clarify that no claim will be processed, no insurance will be filed, and no compensation will be provided. We consider this matter closed in good conscience, before God and man.
  
  Better a little with righteousness than much gain with injustice. (Proverbs 16:8)
  
  We pray this situation may be reflected upon not in the context of worldly losses, but of spiritual lessons. May peace, forgiveness, and ***** guide the path forward for all.
  
  In His name,
  
  Moving Specialist US Florida LLC
  Let all that you do be done in love. (1 *********** 16:14)

  Business Response

  Date: 04/10/2025

  Dear Mr. ***** *****,
  
  Grace and peace to you.
  
  We acknowledge your correspondence regarding the events of March 18, 2025, at ***********************. After careful review and prayerful consideration, we would like to offer a final response.
  
  Our company agreed to assist in the relocation of what we were told was a church organ an item understood to be sacred in nature and intended for continued use in ministry. This move was undertaken not as a commercial venture for profit, but as a humble act of service, rooted in goodwill and a shared reverence for the work of the Church.
  
  While we did receive a modest payment, it served merely to cover a portion of the operational expenses fuel, labor, and time and not to generate financial gain. There was no profit in this act, nor was any sought. As it is written,
  
  Freely you have received; freely give. (******* 10:8)
  
  It is therefore with sincere disappointment that we have received demands for financial compensation. Especially considering that the very organ we helped relocate was subsequently sold, it grieves us to now face allegations and claims against the very hands that labored in service.
  
  Do not pervert justice or show partiality. Do not accept a bribe, for a bribe blinds the eyes of the wise. (Deuteronomy 16:19)
  
  Mr. *****, we believe firmly that to seek personal or institutional financial gain from a charitable act is not in keeping with the spirit of Christian stewardship. Our movers did not act negligently, but sacrificially offering time and strength for what we understood to be a God-honoring cause.
  
  For this reason, and with full respect, we must clarify that no claim will be processed, no insurance will be filed, and no compensation will be provided. We consider this matter closed in good conscience, before God and man.
  
  Better a little with righteousness than much gain with injustice. (Proverbs 16:8)
  
  We pray this situation may be reflected upon not in the context of worldly losses, but of spiritual lessons. May peace, forgiveness, and ***** guide the path forward for all.
  
  In His name,
  
  Moving Specialist US Florida LLC
  Let all that you do be done in love. (1 Corinthians 16:14)

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23161422
  
  I am rejecting this response: 

  Dear Moving Specialist US Florida LLC,

  We are in receipt of your response dated 2025-04-10 where you acknowledge your movers damages to the property of *********************** on March 18, 2025. While we acknowledge your communication and admission of fault for damages, we must respectfully but firmly refute the premise and conclusions presented in your response.

  
  Your attempt to frame the relocation of the church organ as a purely "humble act of service" and not a "commercial venture for profit" is contradicted by the fact that your company received payment for this service, as you yourself acknowledge by stating it covered "operational expenses fuel, labor, and time." The existence of a financial transaction, initiated by a third party (*** ******), clearly establishes this as a contracted service, subject to the professional standards and responsibilities expected of a registered moving company in the state of Florida (Registration # IM3474).

  
  The subsequent sale of the organ by *********************** is entirely irrelevant to the damage caused to our property during the relocation service provided by your company. Our claim is solely for the physical damage inflicted upon the church's auditorium door and door seal due to the negligent actions of your movers. The manner in which the trailer was backed, with the ramp set at an excessive height, directly resulted in this damage. Furthermore, the dragging of the organ caused damage to the wooden bottom of the door.

  
  Your reliance on selectively quoted scripture to justify your refusal to address the damages is inappropriate and does not absolve your company of its responsibility for the consequences of its service. As a registered moving company, you are expected to operate with due care and are accountable for damages caused by negligence during the provision of your services, regardless of the perceived nature or intent behind the contracted move.
  We are deeply disappointed by your company's refusal to process a claim, file insurance, or provide compensation for the damages your team caused. This stance is unprofessional and contrary to the expected conduct of a registered moving company.

  
  Please be advised that due to your lack of willingness to resolve this matter amicably, *********************** has proceeded with a formal complaint to the Florida *********************************************** (*****), the state agency that regulates moving companies in Florida. We will also be exploring further legal options to recover the $2,500.00 required for the replacement of our damaged auditorium door and door seal.
  We reiterate our demand for compensation in the amount of $2,500.00 to cover the direct costs of repairing the damage caused by ******************. We urge you to reconsider your position and engage in a more professional and responsible manner to resolve this legitimate claim.

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

  Digital Outreach Chair

  ***********************

• Initial Complaint

  Date:08/14/2024

  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.

  We requested a moving quote from two man moving to help us relocate to *******. The initial quote was for about $1400.00 for our move. When the movers arrived we did a quick walk and they had me sign the contract but did not tell me that there would be additional charges for heavy items, tape and cardboard. But the real issue here is I did not get the amount we were going to be officially charged until after they left our house with our property and were on the road for almost an hour at which point I was texted the amount due at delivery was *******. A huge difference for the original quote. When we met the movers at storage due to the nature of this whole experience we opted to call the police out because we were not sure if we were even going to get our property back. While this is a civil issue the police did discover the truck had marijuana shake all over the floor, the employees and truck reeked of it as well. Then the icing on the cake was that driver was driving on a suspended license and the police sited him for this. cannot even believe a company would allow all this to happen. My phone calls to them after the move and attempts to contact have all been ignored. No wonder it took them over 5 hours to make a 3 hour drive from our place to storage they were high driving our property to storage.

  Business Response

  Date: 08/29/2024

  Dear *********************************,
  Thank you for bringing your concerns to our attention. We have thoroughly reviewed the details of your move, and we want to assure you that we take your feedback very seriously. The presence of any illegal substances among our employees is entirely unacceptable, and we are fully committed to maintaining a healthy and safe environment for both our clients and our team members.
  We would also like to highlight that the employee involved has been with us for three years without any prior incidents of this nature. As you mentioned, when the police officer arrived at the unloading site, the employee was not detained, which suggests that there was no cause for concern and that this may have been an unfortunate misunderstanding.
  Regarding the final cost of your move, we understand that clarity is important. All terms and conditions were communicated to you well in advance, and on the day of the move, you reviewed and agreed to the contract. To help clarify, weve attached two copies of the contractone from before the move and one after. The only differences between them are the actual hours worked and the additional packing materials you requested during the move. You confirmed these hours with our employee, and we applied the appropriate discounts. The final cost was $1,999.35, which aligns with our agreement.
  We value your business and want to ensure your satisfaction. If you have any further questions or concerns, please dont hesitate to reach out.
  Warm regards,  

• Initial Complaint

  Date:08/13/2024

  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 spoke to two different individuals and was giving a price of $99 per hour plus $69 for gas/cleaning fee. I was way overcharged and I requested to speak to a manager due to the overcharge the workers/movers which were two younger guys, they stated they didn't have a manager. I also tried the same numbers that i initially called to booked no one answered and the phone was turned off. I left voicemail after voicemail no one has ever called me back. After loading their what seemed to be a trailer without any company logo, the movers were gone for over 3 hours with all my furniture in that trailer without any explanation and when they finally showed up they demanded a payment of $1493 which they wrote up themselves. They would not release my belongings until I paid them that amount. They are scammers. They have scammed numerous people doing the exact same thing. They have been reported several times and yet they are still operating and scamming folks.

  Business Response

  Date: 08/29/2024

  Dear *******************
  Thank you for reaching out to us with your concerns. We have thoroughly reviewed the details of your move and find it difficult to understand the basis for your disagreement.
  All terms and conditions were clearly communicated to you in advance and were also sent to your email prior to the move. Additionally, these terms were explained in detail during the loading process to your representative, Mr. * ****************************, who reviewed the conditions and signed the contract. We have photographic evidence to support this.
  We sincerely regret that you were unable to reach our office line. It was a pre-holiday day, and our duty manager was out of the office at that time.
  We strive to ensure transparency and satisfaction in all our services, and we believe that the terms were made clear at every step of the process. If there are any specific issues you would like to discuss further, please do not hesitate to contact us.
  Best regards,

  Business Response

  Date: 08/29/2024

  Dear *******************
  Thank you for reaching out to us with your concerns. We have thoroughly reviewed the details of your move and find it difficult to understand the basis for your disagreement.
  All terms and conditions were clearly communicated to you in advance and were also sent to your email prior to the move. Additionally, these terms were explained in detail during the loading process to your representative, Mr. * ****************************, who reviewed the conditions and signed the contract. We have photographic evidence to support this.
  We sincerely regret that you were unable to reach our office line. It was a pre-holiday day, and our duty manager was out of the office at that time.
  We strive to ensure transparency and satisfaction in all our services, and we believe that the terms were made clear at every step of the process. If there are any specific issues you would like to discuss further, please do not hesitate to contact us.
  Best regards,