Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/26/2025

  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.

  Hired firm to move to ****** from ****** on approx July 18, 2025. Firm does not answer calls, does not call back, does not respond to emails, does not comply with its contract obligations. I was not notified of pick up date in advance, got less than 12 hour notice of movers arrival. Since pick up I have received no information on my move. No one will answer questions, return calls, emails or text messages. VM is full always. Unable to determine if my personal property has been shipped yet. Was told my container would arrive week of August 11. Dont know if its shipped yet or when it will arrive as I cannot reach anyone at Moving APT.

  Business Response

  Date: 09/02/2025

  Moving APT has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.
  
  Moving APT was the customer`s booking agent. Unfortunately, our *************************** has never received a call or message from this customer, and our voicemail has never been full that we are aware of. We are not aware of who the customer has been trying to reach, but are happy to assist however we can. To check on the status of the customer's move / delivery, the customer may contact City ********************** **** at ************ or at ************. Should the customer need any further assistance from our end, they may reach their point of contact ****** in our ************************ either by phone or text to ************. Please feel free to contact our *************************** at ***************************************** with any other questions.

  Thank you,
  
  Moving APT

  Customer Answer

  Date: 09/02/2025

   
  Complaint: 23779165
  
  I am rejecting this response because:
  
  I have called ***** and customer service for ****************** countless times and have been passed around, sent to voice mail or given messages to representatives who assured me Id get a call back. I have attached the emails I have also sent after getting no where over the phone. Also, their response refers me to another loving company that I did not hire for my move. I contacted them and they have nothing but a past quote the offered me. I hired Moving APT not City Moving. Please help me figure out where my belongings are and when they will be delivered to me. I paid over $10K for this move and my items were picked up July 22nd and I cannot get any info on its whereabouts. 
  
  Sincerely,
  
  ******* ***********

  Customer Answer

  Date: 09/02/2025

  I tried to include screenshots of the emails I sent to ***** at moving APT with my response but they are too large. I emailed her on August 7th and 13th. She replied on the 14th saying shed get back to me. I never got a reply and emailed again on August 16th, 20th, 21st and again today September 2nd. If theres a way to forward these images I would, as well as all the times I tried to call her, their main number, and ***. Tanias VM is full right now, which has been the case every time but once previously. Im pretty sure shes blocked my number because I go straight to VM whenever I try to call. But she answers immediately whenever I have someone with a new number call. Please help me obtain a status update. Please try to get one yourself. 

  Business Response

  Date: 09/03/2025

  Understood, thank you for clarifying. Please note that ***** is an employee of Moving *************, she is not an employee of Moving APT. That said, we have reached out and have confirmed that she was unfortunately out of the office for most of the second half of August and has just returned today, 9/3/25. We have confirmed with her that she will be reaching out to the customer today. The customer may feel free to contact our *************************** at ************ or at ***************************************** if they do not hear from her before the end of the day. Thank you.

• Initial Complaint

  Date:08/20/2025

  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.

  On June 27, 2025, a moving company reached out to us as we planned to move to *******, **. My wife and I contracted this company: Moving APT, broker and ***************************, to move our household materials to *******, **. The two companies scammed us by taking $9090.57 from us, more than what was agreed per the contract. Whilst the other company: **************************. did not deliver some of our household items, they damaged the items that were delivered. We have tried reaching both companies several times to refund us as well deliver the remaining household items, but we got no response from them. Additionally, they joint together our household material with other contracting client's household items, on the truck we pay for. Moving APT is located at: *************************************** Phone: ************** Note: a separate complain is being filed for **************************. located in **********, Phone: *****************-490-6080

  Business Response

  Date: 08/24/2025

  Moving APT has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure each customer knows their business is valued and appreciated.
  

  Moving APT was the customer`s booking agent. The customer`s ********************** company was A&S Packers and Movers, whom the customer`s ********************** contract was with. Please note that at no point has the customer contacted our *************************** regarding this complaint. This is the first that we hear of this. On the contrary, we are the ones who are owed money from this customer, as the check that they wrote to our company returned. We have been trying to reach the customer since their check returned in order to advise them of this, and the customer did not mention any such complaint. Therefore this review absolutely does not pertain to our company or services, as we have not scammed this customer out of anything. With all due respect, we are the ones who felt scammed. Nonetheless, we are always here to assist between customers and their ********************** company whenever needed. If the customer feels that there was any error or issue regarding their moving company's charges, they may send a copy of their contract with A&S Packers and Movers to our *************************** at ****************************************** and we would still be happy to review this for them and assist them with this. Likewise, please do not hesitate to contact our *************************** at ************ or ***************************************** with any other questions.

  Thank you,
  
  Moving APT

  Customer Answer

  Date: 09/01/2025

   
  Complaint: 23774187
  
  I am rejecting this response because:

  First, Moving Apt Inc. acknowledge receiving more money from me, the consumer during a three way phone call. I, the consumer was charged $9000.41 in the contract written by Moving Apt Inc., however, the company toke more money from me, the consumer and Moving Apt Inc. needs to return any additional monies taken from me, the consumer plus damage properties and properties that was not deliver. Secondly, banking transactions proved that Moving Apt Inc. has received payments from me, the consumer as every check issued by me, the consumer to Moving Apt Inc. was deposited by Moving Apt Inc. and cleared my account according to banking history. Finally, if Moving Apt Inc. continue to refuse on giving back excess monies taken from me including damaged material and undelivered materials, my family and I will move on to opening a legal proceeding against Moving Apt Inc.
  
  Sincerely,
  
  *** *****

  Business Response

  Date: 09/02/2025

  Once again, Moving APT has never collected this amount from the customer. ********************** Services processed the customer's initial deposit of $1,799.22 in order to book their space reservation with A&S Packers and Movers, who again the customer's contract was signed with, and this amount was all that was processed from their end. Any additional money paid by the customer was paid to their ********************** company A&S Packers and Movers directly, not to us. Secondly, we do not provide moving contracts. As a booking agent, we are unable to do so, we only provide estimates. The customer's estimate specifically stated that it was not a contract. Again, the customer's contract was signed with A&S Packers and Movers; and as per the customer's contract, the customer must file their claim with A&S Packers and Movers. The customer's contract clearly states that A&S Packers and Movers are responsible and liable for any claims, damages, missing items, etc., as the customer's goods were transported under their license and operating authority. ****************** has never been in possession of the customer's goods. As we previously offered, we are happy to assist the customer in their claim with A&S Packers and Movers, and the customer may contact our *************************** at ************ or at ***************************************** if they would like our assistance. However this is the extent of what we are able to do from our end, as again, we did not take any additional money from the customer, and we did not damage or lose anything of the customer's. If the customer does not wish to follow the claims procedures on their agreement and does not want our assistance with this, there is unfortunately nothing more that we can do, and the customer may proceed as they wish. Thank you.

• Initial Complaint

  Date:08/17/2025

  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 hired MovingAPT to facilitate my move from ******, **, to ******, **. When my items arrived in ******. I was called the evening of April 29th to let me know the truck had arrived in ****** and asked if we could schedule delivery for the next day, to which I agreed. They asked to schedule for 8 am, but the storage unit where my stuff was going to be delivered did not open until 10 am. I was charged $250 for causing a "delay". My sister and I arrive at the facility at 10 am on April 30th to meet the movers. The mover was a single man who stated he was expecting someone to come and help him. Extra help never arrived. This gentleman removed as much as he could without help. There were items that he needed help getting down the ramp, and he asked me to help. At this point, we had been there for 3 hours. The mover and I were guiding a shelf down the ramp, and I was at the bottom of the ramp, helping to guide it down. The shelf was extremely heavy and began to come down the ramp very quickly. When it hit the gravel at the bottom of the ramp, the shelf stopped abruptly, jarring my shoulders and back. In that moment, I knew I had injured my back. Since I could no longer help him, another shelf containing multiple boxes fell off the ramp and crashed to the ground. I have had previous compression fractures of T6 and T8 from several years ago, and this felt just like that. I assumed that I had re-traumatized the muscle and tissues surrounding the old injuries. Having just moved to ****** and starting a new job, I did not have health insurance and was not able to go to the doctor. I could barely turn over in bed, and the pain was excruciating. I took a lot of ****** until my health insurance benefits started.I went to urgent care on June 24, 2025, where they did X-rays. The X-rays revealed that I have new compression fractures of T5 and T7. I wrote to the company on June 29, 2025, detailing my complaint. I have received no response from MovingAPT.

  Business Response

  Date: 08/24/2025

  Moving APT has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.
  
  Moving APT was the customer`s booking agent. The customer`s ********************** company was AV Moving Systems, whom the customer`s ********************** contract was with. Please note that at no point has the customer ever contacted our *************************** regarding any complaint against their move or their moving company. Likewise, we are unfortunately unaware of what the customer is referring to that they sent on June 29th. We are thinking that the customer may have sent this to a different company or department, as again, our *************************** has never received any such complaint. That said, we are always happy to step in and assist between a customer and their carrier whenever necessary. If the customer needs to file a claim and has not been assisted with this by AV Moving Systems as of yet, they may contact our *************************** at ************ or at ****************************************** even if it is simply for us to submit a courtesy compensation request for them for any inconvenience experienced, and we are happy to assist them.

  Thank you,
  
  Moving APT

  Customer Answer

  Date: 08/28/2025

   
  Complaint: 23759078
  
  I am rejecting this response because: The email I submitted my original complaint to was 
  "*****************************************************************************************", and the email Moving APT provided in response to my complaint was "*****************************************************************************".  Since these emails have the same extension ("*************************************) it seems to imply they are the same company. Regardless, I forwarded my original email to the address provided in their response to my complaint.  They may have been the "booking company" but they ultimately gave the job to the company that did my move. 
  
  Sincerely,
  
  ******* ****** Edge

  Business Response

  Date: 09/02/2025

  Good afternoon, the customer has now contacted our **************************** and we are happy to be in communication with them in order to better assist them. We are currently waiting on the customer to send us their contract and paperwork with AV Moving Systems so that we may submit these documents for review for them.

  Customer Answer

  Date: 09/05/2025

   
  Complaint: 23759078
  
  I am rejecting this response because:
  

  I have read the company's email acknowledging my complaint. However, their response sounds as if they did not even read my complaint. I responded to their email asking them to please read my original email and respond to my actual complaint. 
  

  Sincerely,
  
  ******* ****** Edge

• Initial Complaint

  Date:07/28/2025

  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.

  Paid $1000.00 for express delivery and did not receive it. I chose moving apt due to working with moving apt due to how they said they can safely move grandfather clocks. That was not the case, another company came and ended up dropping my grandfather clock causing a large scarp down my wall and a hole in the bottom when the clock fell. Then they put moving tape all over the grandfather clock which left veneer to be removed and from the fall scratches all over the base and glass part of the clock. The pendulum does not even fit and is messed up. The guy from us safe moving when he delivered my items did not know how to set up my clock and had two strange me. Just show up to my home to help and did not make me aware at all. The original movers put brown moving tape over my daughters saddle and it peeled off the finish on the saddle along with breaking in half my brand new 65 inch television. These were not small items and cost a lot of money and I feel that Moving apt did not have my best interest at heart, to me they were and have been very unprofessional and will not return any phone calls I have made regarding things after my move and during. The same is with US Safe Moving.

  Business Response

  Date: 08/06/2025

  Moving APT has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.
  
  Moving APT was the customer`s booking agent. The customer`s ********************** company was US Safe Moving, whom the customer`s ********************** contract was with. Nonetheless, we are always here to assist customers and mediate between them and their carrier whenever necessary.

  First, please note that the customer absolutely DID receive express delivery. As per the customer's agreement, based on the customer's ********************** distance of ***** miles, the customer's Estimated Delivery Schedule was 21 Business Days beginning from the customer's First Available Delivery Date. Express delivery on average cuts this estimated time frame in half. That said, the customer's delivery was completed in FIVE BUSINESS DAYS, rather than 21. Not only did the customer receive express delivery, their delivery was completed in less than half the time, it was completed in a quarter of the time. Our *************************** has already spoken to the customer by phone on 7/31/25 and has explained this to the customer and cleared up any confusion that the customer had regarding their delivery time. Secondly, we were very sorry to hear that the customer experienced a damage in their move with US Safe Moving. Despite the customer's contract stating that claims must be filed through US Safe Moving, we have offered to assist the customer with their claim ourselves and have approved for the customer to be able to file their claim through our own account with the *************** as a courtesy from our part so that we may ensure that the customer's claim is properly processed. Likewise, we will also be paying for the customer's claim settlement once their claim has been completed.

  Please feel free to contact our *************************** at ************ or ***************************************** with any questions.

  Thank you,
  
  Moving APT

• Initial Complaint

  Date:07/19/2025

  Type:Customer Service 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 along with another person booked a contract to move on June 4-6th, 2025, with Moving APT, who then sold the booking to ***** Moving, owned by imoving, *********, owned by the same owner as Moving Apt, who obscures ownership of ***** Moving to responsibility. This move was supposed to be delivered no later than July 10, 2025. We are now 9 days beyond the date and Moving Apt has been dishonest in their communications claiming the furniture would be delivered 7/11, then 7/14 over the weekend, then repeatedly stating, "oh the driver will be in contact with you," Where are our goods? Have you stolen them? Your company's *contractor* I say that loosely because the breadcrumbs tie back to the same owner, has not attempted to call to deliver our goods. This company has horrific customer service practices. They try to lull customers into not taking the higher priced insurance to insure their goods for full value, by leaving into their supposed stellar reputation that the goods will be treated with care, etc. This is disheartening and infuriating. $15,000 worth of household goods has gone where, been stolen? What is happening that this company and their partners are not responsive? I did not sign to agree to no full value insurance, the other contracted party did, for his goods. I did not, I want my $7500 worth of furniture. I want my things. This company is unethical. Why are you treating people this way?

  Business Response

  Date: 07/30/2025

  Moving APT has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.
  
  Moving APT was the customer`s booking agent. We do not sell moves, and neither are we subcontractors. We are a booking agent. The customer`s ********************** company was ***** Moving, whom the customer`s ********************** contract was directly signed with. We are unfortunately unaware of who imoving is. ***** Moving is a privately owned company with a sole individual owner. They are not owned by any other company. This information is false. Secondly, as per the customer's contract with ****************************************************************************************** had up to 30 Business Days beginning from the customer's First Available Delivery Date to complete delivery. We have confirmed with both the customer and with ***** ********************** that the customer's delivery has been completed. Should the customer need assistance with anything else, they may reach our *************************** at ************** or at ****************************************** Likewise, please feel free to contact our *************************** at the same number and / or email address with any further questions.

  Thank you,
  
  Moving APT

• Initial Complaint

  Date:07/08/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have several issues with Moving Apt. and whichever moving company they work with in *********. The agent I spoke with, ***** *******, told me that if my pick up was on Sunday, I should receive my things within 2-3 days. The delivery people are now saying it can take up to 14 days. They keep referencing to the documents signed. Well, I trusted the words of *****. If I had known I could not trust his words then I would have never moved forward with their business.Furthermore, they were constantly calling me prior to me signing or giving them a deposit. Once the papers were signed and everything paid, it was almost impossible to get ahold of anyone. Always with "they will call you back" but no one ever really called back.On top of that, I explained my situation to ***** prior to any payments being made, that not everything was in boxes. He didn't tell me that if it is not in a box, they will not transport it. And, after making it a big deal about how someone had to be there, the moving company did not bother to give me a heads up before arriving at the storage. I spent days stressing and trying to find someone to meet them at the storage unit because they were adamant that someone had to be there. I then received a call telling me I will owe them an extra 1K, which is ridiculous since I made it very clear that not all of my belongings were in boxes. I was rushed and pressured into signing additional forms about having to pay extra, which at that point, I did not have a choice but to sign since they were already at the storage moving my things. The lack of transparency, communication, and customer service has been beyond **************** one apologized or accepted accountability for giving me false information.I also want to add that I spoke with an ****** *******, and his response to my frustrations was "it's just furniture."

  Business Response

  Date: 07/18/2025

  Moving APT has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.
  
  Moving APT was the customer`s booking agent. The customer was explained multiple times during the booking process by their representative *****, as well as multiple times after booking and prior to their actual move date, that their Estimate Delivery Schedule was up to 14 Business Days beginning from their First Available Delivery Date. The customer was advised that for their load size, delivery is usually completed in a few days; however, what the customer has failed to mention is that their load size increased on the day of their pickup due to the customer adding additional items to be transported by their carrier that they had not included on their inventory list prior to their pickup date.  The customer's delivery took longer than the average 2-3 days due to their space reservation increasing, as this average was provided to the customer initially based on their previous space reservation. Regardless, at no point was the customer ever guaranteed delivery within 2-3 days. The customer was always advised that despite the average time frame, their carrier still had up to 14 Business Days to complete delivery, beginning from their First Available Delivery Date, as per the customer's agreement. Attached is a copy of the Checklist that was sent to the customer prior to their move as a reminder of their Estimated Delivery Schedule of 2-14 Business Days (based on the customer's distance of 767 miles). The customer acknowledged and signed this information on multiple occassions prior to their move, our attachment being one example, confirming this was understood. At no point was the customer given false information. If there is anything else that we are able to assist the customer with, the customer may contact our ************************ at *********************** or directly at ************, or also at *****************************************************************************************.

  Thank you,
  
  Moving APT

  Business Response

  Date: 07/18/2025

  Our apologies, here is the Checklist attached that we were referring to in our previous response. Thank you.

• Initial Complaint

  Date:06/17/2025

  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.

  BBB Complaint Summary: Moving APT Im filing a complaint against Moving APT Inc. regarding my recent long-distance move. I signed a contract and paid a deposit directly to them. However, the company misrepresented several key aspects, and the service ended with serious overcharges and significant damages.Main issues:Insurance Misrepresentation:Their agent **** assured me I had $10,000 in included insurance. Based on this, I declined Full Value Protection. Later I was told only $0.60 per pound applies a major misrepresentation.Overcharges:I was overbilled by $1,040.04 beyond the agreed amount. This includes: $150 for strict pick-up that wasnt honored (pickup took two days); $300 stairs fee, though I was told $75 max; packing charges, even though I provided materials.Damaged Items:Several items arrived damaged: torn and stained couch, broken mirror, ripped bed with grease, soiled mattress, missing parts, scratched desk, and more.Poor Execution:Crew arrived late, didnt finish pickup in one day, and I had to return the next day to help. This caused stress and cost.Recent Communication:Last week I tried to resolve the matter, but they kept deflecting and directing me to a third-party claim service I never agreed to. I just sent a formal claim via email to Moving APT listing all losses and demanding responsibility.Resolution Requested: Refund of $1,040.04 Compensation for damaged property Written confirmation of their responsibility Timeline for resolution I ask BBB to assist in ensuring this process is handled fairly and without further delay.Sincerely,******* ******** ********************

  Business Response

  Date: 06/27/2025

  Moving APT has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.
  
  Moving APT was the customer`s booking agent. The customer`s ********************** company was Good Friends Movers, whom the customer`s ********************** contract was with. A copy of the customer's ********************** contract with their moving company has also been included for reference. Also included is a copy of the customer's initial Booking Agreement from the first day the customer booked their reservation, showing the portion of the customer's agreement which explained the customer's coverage, what coverage their move would default to if additional coverage were to be waived, and different insurance options in case the customer wished to purchase insurance. As shown, this document was acknowledged and signed by the customer prior to booking their reservation, confirming that this was understood. That said, we are always here to assist customers and mediate between them and their carrier whenever needed.

  Please note that as per the customer's agreement, claims are filed through *******************. However, upon being advised that the customer was not receiving assistance from their moving company in filing their claim, Moving APT contacted the ************** and had the customer approved to be able to file their claim through our own account, as a courtesy and show of good faith to the customer from our part. We have also confirmed with the ************** that we will be paying for the customer's claim ourselves. The ************** has provided us with the information for the customer to proceed in filing their claim with them, which we have already provided to the customer for them to be able to proceed. Please feel free to contact our *************************** at ************ or ***************************************** with any questions.

  Thank you,
  
  Moving APT

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23480015
  
  I am rejecting this response because:
  
  

  Formal Demand for Accountability and Urgent Escalation

  
  To whom it may concern at Moving APT and the Better Business Bureau,

  
  This message serves as an official and urgent escalation of my ongoing claim regarding the egregious mishandling, misrepresentation, and deceptive practices conducted by Moving APT Inc. during the booking and execution of my recent cross-state move.

  
  Let me be extremely clear: I signed a contract with Moving APT, not Good Friends Movers. I made this decision after a detailed phone conversation with your agent *****, during which I questioned specific terms in the contract that I found unacceptable. I explicitly read to him portions of the agreement and stated I would not sign unless they were clarified and changed. **** verbally guaranteed that those clauses would not apply in my case, and persuaded me to proceed with signing based on those verbal guarantees.
  Most critically, **** told me unequivocally that I had $10,000 of insurance coverage included in my move. He told me, and I quote, "You're already covered up to $10,000." Based on that, I said, "Okay, I don't need to add anything else," and proceeded to sign.

  
  Nowhere in your response have you addressed this. I am demanding that you retrieve the recorded phone conversation with *****, person trained *** working by your company rules, where I asked about each of these points. You claim your calls are recorded "for quality and training purposes." This is your opportunity to prove it.

  
  You lured me into signing a document I initially rejected by deliberately lying about key protections and pricing. What makes this worse is that I spent over an hour on the phone seeking clarity and confirmation. You had every opportunity to correct the contract, but instead chose to pressure and mislead.

  
  Now, after doubling the quoted cost, damaging my furniture, and refusing accountability, you are attempting to hide behind a subcontractor whose name I never saw until after my property was in their hands ( truck!). This is a clear breach of ethical and contractual standards.

  
  I have filed my claim through Moving Claims, only because your company ****** me to do so. However, I do not accept 3060 days of vague review, nor do I accept that my rights are waived just because you point me to another platform. My contract, deposit, and instructions came directly from Moving APT. The claim, responsibility, and compensation must remain with you.
  Let me be clear:
  I am demanding full compensation based on the $10,000 insurance your agent promised.
  I am demanding refund of $1,040.04 in overcharges.
  I am demanding acknowledgment that you knowingly deceived me to rush contract signing.
  I am demanding your formal and timely response within 5 business days.
  
  To the Better Business Bureau:
  I am requesting formal guidance on what federal and state authorities I can escalate to. Can I escalate this to:
  The *******************************************?
  The State Attorney General?
  The *********************************?
  A consumer protection division?
  Or even a congressional representative?

  
  This is not just poor service this is predatory conduct. I have read reviews from other victims who were manipulated in similar ways by this company. I read them to *****. And he promise this would be the case. I chose Moving APT thinking it was reputable, somethimes everything happens, but they long time on market, and instead found myself defrauded quoted $2000, billed nearly $4000, lied to repeatedly, and handed off to unknown third parties.

  
  This is not a misunderstanding. This is a deliberate pattern of deceit and exploitation, and I will pursue every legal and public route available to ensure accountability.
  Sincerely,
  ******* ********
  *****************************

  Business Response

  Date: 07/02/2025

  Again, Moving APT is a booking agent. We are not a subcontractor. The customer was explained at the time of booking that the default coverage for interstate moves was the Standard Liability Coverage, which covers the items at $0.60 per lb. per article up to a maximum of $10,000. The customer is either misinterpreting or misconstruing their Standard Liability Coverage. $10,000 is the maximum amount covered by the Standard Liability Coverage based on the coverage being assessed at $0.60 per lb. per article. In our previous response, we have already provided the customer's paperwork which explained the customer's coverage, showing that it was acknowleged and signed by the customer. A copy of the customer's contract was also provided. With all due respect, we do not feel that anything was at all hidden in any way. We are glad to hear that the customer has filed their claim with the ************** and will be happy to pay the customer's settlelement once they have finished processing this for the customer. The customer may please feel free to contact our *************************** should they need any assistance throughout the process.

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23480015
  
  I am rejecting this response because:
  
  
  Subject: Request for Further Guidance and Escalation Regarding Moving APT Complaint

  
  Dear Better Business Bureau Team,
  Thank you for your time and prior correspondence.

  
  At this point, I would like to shift the focus of my communication away from Moving APTs replies which I now fully understand and clearly see through and instead respectfully ask for your assistance in guiding me toward further action.

  Lets go back to the beginning: yes, I did sign the contract. That is not in dispute. However, the contract was signed only after a lengthy, detailed phone conversation with Moving APTs agent, *****, in which I directly questioned several terms including coverage, transfer to third parties, and hidden fees. I refused to sign initially and read parts of the contract aloud. Shawn repeatedly assured me verbally that the contract terms would not apply to me as written. He specifically guaranteed that:
  I would not be transferred to another company (which turned out to be false from the beginig). I would have $10,000 insurance included, which I confirmed was sufficient for me, and which he presented as real insurance (never mentioned about limited liability at $0.60/lb). The fees for stairs would not applied strictly as written. And more.

  There is no misunderstanding here. I believe that Moving APT has already reviewed the recording of that call and is fully aware that I was misled. The misrepresentation was intentional, structured, and aimed at pushing me to sign quickly under pressure. Shawn gave me verbal guarantees which contradicted the contract, knowing full well that the actual delivery and billing would not reflect what was promised.

  This is not about paperwork. This is about a clear and deliberate pattern of deception and manipulation, which I now know is unfortunately common with this company as verified by numerous reviews from other people.

  At this time, I have already:
  Filed a formal complaint with BBB
  Submitted a claim through the third-party claims service
  Prepared filings to the *****, the Florida Attorney General, and my local congressional representative
  Begun drafting for Small Claims Court

  
  I am respectfully asking you, as the Better Business Bureau, to please advise:
  What additional agencies or legal bodies can I simultaneously report this to?
  How can I ensure this pattern of conduct does not continue with other customers?
  Are there any formal channels through consumer fraud divisions or federal regulators that would be relevant in a case of systemic misrepresentation?

  
  My intention is not to fight endlessly with this company, but to take swift, parallel action through all appropriate and legal institutions, as it is now clear to me that their business model is rooted in misleading consumers, bait-and-switch pricing, and passing off liability onto third parties after contracts are signed.

  
  I remain calm and determined. I am not seeking special treatment, only accountability and integrity in how businesses operate especially those entrusted with peoples homes and personal belongings.

  
  Thank you again for your support and I appreciate any further direction you can provide at this stage.

  
  Warm regards,
  ******* ********
  *****************************

• Initial Complaint

  Date:06/10/2025

  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.

  Contracted with 3rd party 7 May 2025 (Moving APT ***** *****, **) to transport household goods *******, ** to ****************, **. Paid 3rd party Moving Apt $3,842.82 in credit cards. Day of move received call from Best Choice Moving Services (*******, **) that they are the carrier. Arrived at 10PM on 24 May. Gave me a ***** **** of Lading to sign, I refused, driver said no packing without signing. Agreed to sign if the same quoted dollar amount and delivery date were kept. He said of course. After packing and wrapping some of the goods he demanded $2862.68 in cash before he would load the goods. He now completes the *** showing cost has tripled the amount quoted and also stated he had 21 days to deliver the goods. This far exceeded the 29 May date agreed upon by Moving APT Inc.. I did not sign the new BoL. Driver took the cash and then said he must unload the current partial load he had in his truck. I told him not to do that but take only the boxes and furniture he could fit into the current available space. He refused to load the truck. I said take one piece of furniture and load it, He refused again. At that time I cancelled the job with him and informed Moving APT Inc. that I was cancelling due to non performance. Driver would not give back cash and departed. I rented a Penske truck the next day, loaded it and transported goods to final destination. Contacted Moving APT requesting refund and they refused. They said Best Choice had already delivered the goods and were paid. I said Best Choice did not move any goods. Moving APT requested info on truck I rented for $2,800 which I emailed to them. Shortly after I receive a call from Best Choice requesting info on truck I had rented. Best Choice apologized for inconvenience. I asked for refund of cash payment and they refused. Said they were filing with insurance company and they would subtract their time and materials costs from any refund. I could expect a 90 day delay. Moving APT, no mgt response.

  Business Response

  Date: 06/19/2025

  Good afternoon, please note that Moving APT was the customer's booking agent. The customer's ********************** company was Best Choice Moving Services, whom the customer's ********************** contract was signed with. The customer recently contacted us after their move had already been completed to advise us that they had requested to cancel their move with Best Choice Moving Services on the day of their pickup. Moving APT had never been made aware of this until the customer having contacted us now, after their delivery had been completed. We have investigated this matter as the customer was advised, and the customer's due refund has been processed from our end. The customer should expect to see this reflected back to their account within 3-5 business days. Thank you.

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23450429
  
  I am rejecting this response because: Moving APT did not do what they said they would do and that is take my goods to my destination for the quoted amount.

  Thanks for diligently working on our complaint. I have read the Complainees response to my complaint. They have refunded all but $752.44 out of the total $3,842.82 we paid for them to move our goods some 800 miles. I do not know what we received in paying them $752.44. They took the money and booked a terrible mover and that was all they did.
  According to their web site  they only use the best of movers!!!  In my mind, they should at least get their subcontractor (Best Choice Moving Services *******,**) to refund $2,862.68 cash I gave them to move our goods which they refused to move and took the cash and left. In addition they told Moving APT that they had delivered the goods. I have filed a complaint to the ************** area BBB. Both companies knew they had refused doing the job.  Moving APT (******** ******) knew we had cancelled the job for non performance by the driver. The driver refused doing the job after taking the cash. The driver would not return the money in the presence of my son, daughter-in-law and myself. ******** could not be reached by phone to discuss the cash return. He simply disappeared.
  The driver was in contact during the entire time with a ******** ****** from Moving APT.Moving APT made this comment to ********** One of the key advantages of Moving APT is its commitment to customer service.  The company ASSIGNS EACH CLIENT A DEDICATED SPECIALIST providing a seamless and personalized experience. I never talked to this Dedicated Specialist (Tremaine). I also quote from their website: Our cross country moving teams are trained, vetted, and certified and we can handle the coordination so you dont have to stress out on the big day.And, our agents can coordinate the whole process and keep you in the loop at every mile. According to their own words they are the coordinators during the entire time.  We are in our 80s and we wanted a turn-key mover. We thought Moving APT was the company, especially since they had a 4+rating. We wanted a no stress move that they offered. Moving APT also states I quote that they make the whole process simple and streamlined for you. We handle everything and stay with you for the long haul, not just for moving day. Moving APT BBB response seems like they receive money to just find a mover and their part ends. It is the customer who handles the rest.  Their website and sales pitch says they are involved during the entire time.
  Moving APT contracted with a company unknown to me to pack, load, ship and unload at our destination.I asked during our initial phase of authorizing Moving APT, who was to move our household goods? I was told I would hear from the mover on the move day. Well,they were right.  The mover called night of move to say he was on his way. 
  In summary; We want Moving APT to get our money back, $2,862.68 in cash, from their sub who refused to load and would not give back the cash and we also want Moving APT to return the entire amount we spent with them since their sub failed to perform. Moving APT first quote was $3,800 for a one bed room apartment move and then they quote $10,000 with no supporting documents when the driver arrives. As mentioned above, their Driver refused to do the job after taking the cash. We cancelled with both Moving APT and Best Choice Moving Services at the same time.
  Then, I repeat, Best Choice Moving Services tells Moving APT that they moved my goods to my destination. I am the one after cancellation, rented a truck, paid workers to pack, load and unload the goods. Moving APT and Best Choice Moving Services did nothing. Moving APT,again I quote: our agents can coordinate the whole process and keep you in the loop at every mile. Moving APT agent (********) knew they had refused to do the job that evening. He also knew the Driver would not return my cash I gave him.
  This becomes more obvious when both Moving APT and Best Choice Moving Services want a copy of my truck rental documents. I requested both companies refund what we had spent. Moving APT said they would review and Best Choice Moving Services said they would give a refund less their expenses. I asked them for status and Massoud at ************ replied and I quote from text he sent Sir. ***** not going to get anything from us for leaving us a false review our lawyer going to deal with you. So now, I am threatened by Moving APTs own contractor and I quote:  When you book with our guys at Moving APT, you are hands down getting the best long-distance movers the entire city of ***** has to offer. Another quote:  Well coordinate your move with vetted carriers right down to the number of boxes.They both did not know the number of boxes and they did not know what justified their total bill of $10,000.  I quote Moving APT: Unlike the other guys, we provide a detailed quote that accounts for every cent.
  If Moving APT had hired a top rated mover like what they say they do and I quote: a recipe for a relocation thats managed, planned, and carried out by top rated movers, every step of the way.  Best Choice Moving Services did not perform like a Moving APT mover.  Moving APT hired a bad mover and they should be responsible.
  As a note:Best Choice Moving Services has been in business for less than two years and have no positive reviews that I could find. I would venture to say Moving APT has not used them in the past.
  Thank you for your help.
  
  ***
  ************
  
  
  

  Business Response

  Date: 06/27/2025

  Again, Moving APT was the customer's booking agent. We are not subcontractors. Secondly, there is no Tremaine at Moving APT. Lastly, the customer's ********************** company did provide the services to the customer on pickup day, which the customer signed their contract with Best Choice Moving Services for, and then the customer requested to cancel after signing. A copy of the customer's contract with Best Choice ********************** Services has been attached for your reference. The services were made available to the customer, the customer signed their contract with Best Choice Moving Services, and then cancelled. The customer's refund minus their Cancellation Fee as per their agreement has been processed.

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23450429
  
  I am rejecting this response because: I did not sign or approve any contract with anyone for ***** Cu.Ft. of goods.

  Thank you BBB for your help on resolving this issue.  We have settled with Best Choice Moving ***********, *******, ***
  I do not expect Moving APT to now help me with Best Choice Moving Service.  I do want to know what service we received for the $752.44 we paid since the company they booked did not want to move our goods per contract with Moving APT. The last contract I approved with ****** ******* was for 639 Cu.Ft. of goods.  I did not sign or approve any contract with anyone for ***** Cu.Ft. of goods. 
  Moving APT stated ******** was not their employee.  I question who ******** ****** was since he collected $2,262.70 in credit card payments. Which thankfully, Moving APT returned.

  
  In summary, Moving APT hired a mover to move our goods.  That mover refused to move the goods, period. He was asked twice to move the goods and refused. There was no contract signed for moving ***** Cu.Ft. of goods. When mover refused and ******** was aware of what was going on, I cancelled for non performance. I loaded and transported the goods myself.  What did Moving APT do to receive $752.44?
  
  Sincerely,
  
  *** ******

  Customer Answer

  Date: 07/01/2025

  I understand why your office believes the booking agent,Moving APT, has done their part. I believe they have not done their part.  Let me use an example of a hotel booking agent like Trivago, Priceline, Travelocity, etc. You call one of these booking agents and you will pay up front for the room. Lets say for a weeks stay maybe $3,000. When you get to the hotel the management wants another $1,000. You pay the $1,000.  Then the hotel refuses to give you a key. No reason just simply no key.  You are out $4,000 and you do not have a room. What do you do. You call booking agent and tell them you are cancelling for non performance because the hotel will not give you a key and you want your money refunded. You now have to find a hotel room for yourself which you do and spend another $4,000. You also call the hotel management requesting a refund.  Reason you want refunds from both the hotel and the booking agent?Because they did nothing for the money you gave them. That is why I believe Moving APT did nothing for me to pay them.
  
  What would you do if this happened to you when you rented a hotel room? Let the hotel and booking agent have the $4,000 and get another room or rent another room and ask both for a refund. Oh, and then, the booking agent says they are not responsible and gives you a partial refund for doing nothing because you cancelled. You cancelled because of non performance (hotel refused to give you a key). You did not cancel because you did not want a room.  There is a big difference and Moving APT is using the cancellation as a sign from me that I did not want them moving our goods. They knew full well that the mover refused to move our goods.
  Thanks for your reconsideration,

• Initial Complaint

  Date:05/25/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  This is the worst moving company ever! I hired them to do a long distance move from ******* to ***** very small move. I did not know they were brokers that was never mentioned to me at all. I did not know this until the day I was contacted by another moving company that was supposed to come pick up my belongings they never showed up. Im super confused at this and tried reaching out to the original person I booked my move with his name was ******, well never heard from him! I get a phone call from another company saying they were told to pick up my belongings because the original movers truck broke down. 2 days some gentle man said they were from the moving company and were picking my things up. They came in a giant moving truck which threw me way off because it had a different name on it. Long story short more than half of my belongings are missing cloths shoes pictures etc my sofa and loveseat are gone I had 2 65 inch TVs both broken mattresses I had completely fithy dirty rips in them, They were drug across the fithy semi truck floor they had to be thrown out. I have tried reaching APT MOVING ABOUT FILING A CLAIM FOR MY STOLEN ITEMS BROKEN TVS ETC NO RESPONSE FROM THEM AT ALL. I have thousands of dollars worth of missing items. I had people from this company texting me and asking me to cash app them money to pick up my things like what is really going on??? Who are these people??? This is extremely unprofessional and I do not recommend this company to anyone RUN THEY ARE LIARS AND SCAMMERS!!!!! I WANT MY THINGS THAT WERE STOLEN!!!! FROM THESE MOVERS OR PAY ME FOR THE THINGS THAT YOUR MOVERS STOLE FROM **

  Business Response

  Date: 05/27/2025

  Moving APT has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.
  
  Moving APT was the customer`s booking agent. This was explained both verbally and on the very first page of the customer's Booking Agreement in large, bold lettering, which the customer acknowledged and signed that this was understood prior to being able to proceed to the following pages or to book their reservation. Our apologies for any confusion, as this is not something that was in any way hidden. The customer`s ********************** company was Upscale Moving, whom the customer`s ********************** contract was with. That said, we are always here to assist and mediate between a customer and their carrier whenever needed.

  Please note that Moving APT was unfortunately unaware that the customer had experienced a damage and loss in their move with Upscale Moving. We are not sure who the customer has been contacting about this, however at no point has the customer ever contacted our *************************** about this, as we are just hearing of this now. Despite the customer's contract with Upscale ********************** stating that they are responsible for claims, we do have a backup account set up with the ************** just in case it is ever needed, and we would be happy to approve for the customer to be able to file their claim through our own account so that we may ensure that the customer is compensated. Our *************************** has now reached out to the customer with this information. Please feel free to contact our *************************** at ************** or ***************************************** with any further questions.

  Thank you,
  

  Moving APT

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23375370
  
  I am rejecting this response because:
  I dont have a copy of my contract with upscale moving!!!! Because that was not the company that picked up my things. This is one huge mess. The guy from upscale moving did not take my move. 
  Sincerely,
  
  ******* ***

  Business Response

  Date: 05/28/2025

  If the customer no longer has a copy of their contract from their carrier, we can generate them a copy based on their last estimate, for them to be able to file their claim with. We have reached out to the *************** and they have confirmed that they are able to accept our copy, since the customer would be filing their claim through our account with the *************** We have sent the customer the information they need in order to be able to begin the process.

  Customer Answer

  Date: 05/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Im going to file my claim with them and see where this goes. If I dont get my things replaced I will be filing another complaint. 
  Sincerely,
  
  ******* ***

• Initial Complaint

  Date:04/30/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Moving APT in February 2025 to coordinate my interstate move. They quoted me $2,200, collected my deposit, and assigned the job to Moving ************* and MNS Transport. The move was poorly executed, and the services promised were not delivered.I paid $150 for a single-day pickup, but the truck arrived late the next day.I paid $150 for kayak transport, yet the kayak was never moved.Only one mover showed up (instead of the promised 23), forcing me to rely on police intervention due to a high-risk situation.The truck was too small for my quoted items, and I was forced to drive nearly ***** miles transporting belongings myself.I was charged $150 for restricted access, yet that was never explained or justified.Multiple items arrived damaged, including three bookshelves, a lamp, and a storage cart.Despite this, I was offered only $70 in settlement via a third-party claims processor. I submitted documentation and photographs, yet no fair resolution has been offered.I have filed a formal complaint with the ***** and am pursuing a chargeback with my financial institution. I am also holding Moving ************* and MNS Transport accountable.Desired Outcome:Full reimbursement of undelivered services and damages:$300 (failed express pickup)$150 (kayak charge)$150 (restricted service fee)$582.40 (unused truck space)$634.33 (damaged items)$372.43 (gas to transport my own belongings)$1,996.60 (wear and tear on vehicle)$80 (disposal of couch)$600 (general compensation for failure of service)Total Requested: $4,865.76 I am not seeking further communication unless it results in a full refund or appropriate resolution.Sincerely,****** ****** *********************

  Business Response

  Date: 05/06/2025

  Moving APT has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.
  
  Moving APT was the customer`s booking agent. The customer`s ********************** company was *************, whom the customer`s ********************** contract was with. We are unfortunately unaware of why the customer believes that ********************** ************* was assigned to their move. This is not correct, as Moving Services is not an interstate motor carrier. The only company that the customer signed their ********************** contract with was *************, who is the only company whose license and operating authority the customer's goods were transported under. That said, we are always here to assist customers and mediate between them and their carrier whenever needed.

  Moving APT has already offered to assist the customer from our end however we can within our means. Please note that per the customer's contract, all claims must be filed with *************. We are not normally involved in claims. Nonetheless, despite this, we contacted the carrier's ************** and activated our own account with the ************** in order for the customer to be able to file their damage claim through our account with them. The ************** has already processed the customer's damage claim.

  In reference to the customer's pickup and kayak fees, we have also offered to assist with these fees. As we have advised the customer, we would simply need a copy of the customer's contract with ************* in order to be able to assist them with this (as ************* had previously confirmed that they would be removing these charges, therefore we would need to review the customer's contract to ensure whether or not the customer was actually still charged these fees). Unfortunately, the customer has been unable to provide us with a copy of their contract. We have even offered to contact ************* on the customer's behalf and request for them to send the customer another copy if the customer no longer has theirs, however the customer has been unresponsive since. The customer may get back to our *************************** at ************ or at ****************************************** and we are still happy to assist them with these items. The customer has also been advised regarding the arbitration process if the customer wishes to seek arbitration against MNS Transport for their additional complaints.

  Please feel free to contact our *************************** as well, at the same phone number and / or email address above, with any further questions.

  Thank you,

  Moving APT

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23271166
  
  I am rejecting this response because it is both inaccurate and insufficient.

  1. Bill of Lading (***) Still Not Provided
  Contrary to the business's claim, I have repeatedly requested the signed **** of Lading (***) since my move, beginning with formal outreach via phone and email. This is well-documented in my paper trail and reiterated clearly in the April 29th letter titled Final Request for Compensation MST U1783022, which was included with this complaint and states:
  "The signed Bill of Ladingyour legal responsibility to obtain and retainwas never shared, despite my repeated formal requests."
  I have made good-faith efforts to obtain this legal document, which serves as both a contract and a record of service. The business continues to deflect responsibility rather than fulfilling a basic legal obligation.
  2. Responsibility of Moving APT
  The business now attempts to deflect responsibility by stating that my contract was with *************, not Moving APT. However, the *** they claim not to have received lists Moving APT on the top of the documentthe very same *** that I submitted to the BBB as part of this case.
  This clearly implicates Moving APT as a legally connected party to the contracted services, despite attempts to suggest they were merely a broker. If Moving APT arranged and facilitated the services, and their name appears on official documentation like the ***, they are not absolved of consumer accountability.
  3. Failure to **************** Paid For
  Despite paying over $1,600 in total to Moving ************ (linked to this company)including the initial $900.90 down payment and a $757.66 follow-up chargethe following services were not delivered:
  Express service never rendered
  Single-day delivery not honored
  Return of kayak transport fee never processed
  These are material failures. I documented them thoroughly in my complaint, and none of them have been addressed or refunded to date.
  4. MNS Transport Refuses Communication
  I have made multiple documented efforts to contact MNS Transport, with no response. If Moving APT is unwilling or unable to communicate effectively with the carrier they brokered, it further supports the fact that I, as the consumer, have no recourse except through Moving APTthe company with whom I made the agreement and financial transaction.
  5. Continued Pushback Instead of Resolution
  Rather than seeking to resolve this matter in good faith by:
  - Obtaining the signed *** on my behalf,
  - Returning funds for clearly undelivered services,
  - Acknowledging the documentation already submitted,
  the company instead places the burden back on me, despite knowing I have already attempted all available avenues for months.
  6. Additional Context Vulnerable Circumstances
  This move occurred during a period when I was fleeing a domestic violence situation. I made the company aware of this. Their failure to provide documentation or service, and their insistence on communication games and delays, has compounded the stress and harm during an already vulnerable period. I am happy to provide further documentation if necessary.
  
  I stand by my original request for a full refund of the charges paid to Moving ************ for services not rendered and for damages and mishandling outlined in the original complaint. I urge the BBB to keep this case open and escalate it appropriately if Moving APT continues to avoid their responsibility.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 05/06/2025

  Once again, Moving APT was the customer's booking agent. We are not a motor carrier, and as such, we are unable to provide moving contracts. We provide estimates. As previously confirmed, the customer's Interstate Bill of Lading Contract was signed with *************, not with Moving APT, therefore unfortunately we would not and do not have a copy of this document, as we were not a party to it. The Bill of Lading that the customer is referring to with ******************'s name was NOT and is NOT the customer's "official" Bill of Lading. When we sent the customer the Claims information to be able to file their damage claim through our account as previously mentioned, the customer advised that they were unable to locate their Bill of Lading Contract from MNS Transport at the time. In order to help the customer so they would be able to file their claim (as the ************** cannot process a claim without some sort of Bill of Lading), we offered the customer to generate them a Bill of Lading with our name on it and the same information that we had for the customer from their last estimate, in lieu of their actual Bill of Lading. The ************** confirmed that this would be acceptable for the purpose of their damage claim, and the customer asked us to yes please go ahead and generate one for them and send it to them. So we did this for the customer so that they would be able to proceed with their claim. However if you review this "Bill of Lading," you will see that it is not signed by any motor carrier. The carrier signature lines are blank, and they are blank because again, this document was NOT and is NOT the customer's "official" Bill of Lading and only a computer-generated approximation created for the customer to be able to file their claim with the **************. The customer's actual legal Bill of Lading Contract must be signed by a licensed motor carrier, which would be the one the customer signed with *************, not the one that has been uploaded by the customer in this complaint. The Bill of Lading document that has been uploaded by the customer is an unsigned document and therefore cannot serve as the move contract. That said, our ******************* has now gone ahead and contacted ************* to please send the customer additional copies of their contract as the customer has requested, as well as for us to be able to assist the customer with the pickup and kayak fees as previously mentioned and offered. We would again like to remind the customer regarding their additional requests, that their claim has already been processed and finalized with the **************, therefore the next step as per the customer's Booking Agreement and ********************** contract would be arbitration with MNS if the customer is not satisfied with their claim settlement amount and is seeking further compensation.

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23271166
  
  May 7, 2025
  To the Better Business Bureau,
  I am writing to formally reject Moving APTs response, which contains multiple factual inaccuracies, misleading statements, and a continued refusal to accept responsibility for the damages and misrepresentation surrounding my February 2025 move.
  1. The Bill of Lading Was Not Fabricated After the Fact
  Moving APTs claim that I requested a "computer-generated" Bill of Lading (BOL) after the move to file a claim is false. The document in question was sent to me by Moving APT before the move occurred, as part of our official pre-move communication. It contains my legal name and move details, and it was attached in emails dated prior to the pickup date. I still have the time-stamped emails to prove this.
  It is extremely concerning that the company is now trying to rewrite the timeline and claim this document was merely a fabricated placeholder. This is not only dishonest but blatantly disrespectful to the transparency Ive attempted to maintain throughout this process.
  2. Responsibility Cannot Be Escaped Through Deflection
  Moving APT is continuing to hide behind technicalities by claiming they are only the broker. However:
  - They accepted my payment via Moving *************, an affiliated entity
  - They were the sole point of contact in coordinating and arranging my move
  - They never disclosed that a subcontracted carrier would be used (MNS Transport)
  - They repeatedly assured me verbally and via email that all details were confirmed, including special handling due to my domestic violence situation, restricted pickup needs, and one-day guaranteed scheduling
  This bait-and-switch, followed by total abandonment and deflection, is unacceptable.
  3. No Signed BOL Has Been Provided Despite Repeated Requests
  I have made repeated, well-documented requests for the signed Bill of Lading from *************, the carrier they now claim holds all liability. Neither Moving APT nor Moving ************* has successfully produced this critical document. Their current claim that they contacted the carrier does not substitute for action or accountability.
  Their continued excuse that I need to go to arbitration with a company I never directly hired, paid, or agreed to work with is a deliberate tactic to evade responsibility and exhaust the customer.
  4. I Paid for Services That Were Never Rendered
  This was not a complaint solely about damaged items. This is a gross failure of the entire moving agreement, which included:
  - Guaranteed single-day pickup (which failed)
  - Kayak transportation (not completed)
  - Protected wrapping, disassembly/reassembly (not performed)
  - Safe and timely transport of my belongings (they arrived damaged and incomplete)
  - Proper contract execution (no signed BOL provided)
  5. Emotional Harm and Manipulative Response
  Their continued attempts to discredit my account, despite the mountain of evidence I have provided including signed estimates, communications, receipts, complaints, and damage photos shows a company determined not to do the right thing but to wear the customer down.
  This move occurred under duress as I fled a domestic violence situation. I was left to coordinate my own safety, move, and relocation without proper support. This dismissive and deceptive corporate response is not only unethical but retraumatizing.
  
  In Conclusion:
  I reject this response and reaffirm my complaint. Moving APT arranged this move, accepted payment via their partners, failed to deliver services, and is now attempting to gaslight a vulnerable customer out of rightful compensation.
  I will continue to pursue this matter through my bank, legal authorities, and federal complaint channels.
  Sincerely,
  ****** R. ******

  Customer Answer

  Date: 05/08/2025

  Reopen Complaint #******** Moving APT Inc.
  Dear ******,
  I am writing to request that Complaint #******** be reopened. I did not have an opportunity to provide my rebuttal to the companys most recent response, and I strongly dispute the accuracy and completeness of their claims.
  Please send me the link to submit my final rebuttal.
  Thank you,
  ****** R. ******