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:06/17/2025

  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. ******

• Initial Complaint

  Date:03/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The binding contract to move hot tub from ******** to ********* was created on 12/2024. Moving Apt scheduled 2 failed pickups - movers show up at the residence but unable to complete the move due to unequipped to complete task. Prior to the move, pictures and videos were sent to Moving Apt. Another schedule with no show, no call. The company is not responsive and NEVER initiate a call after the first failed attempts. We have been calling to rectify the problem and still no solutions. Each of the failed attempts involved me (as a consumer) driving 8 hours, 500 miles from ********* to ******** and wait for pick up. Then back to ********* empty handed. This total cost of gas (3000 miles so far) and 24 driving hours. Not to mentioned the deposit was held since December. Need solutions to the move and/or reimbursement of poor logistics, ignorant to consumer times.

  Business Response

  Date: 03/14/2025

  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 is very sorry to hear that the customer has not been satisfied with their services. First, please note that the customer received an estimate and Booking Agreement, not a contract. Secondly, the only reason that the customer's first pickup was unable to be serviced was due to snow, not due to any fault of the customer's carrier. The customer's Booking Agreement, as well as the Department of Transportation's Rules & Regulations, both explain that services are weather-permitting. Thirdly, we do show that the customer's pickup is now scheduled for this upcoming Monday - Tuesday, and both our ************************ and ******************* have been in contact with the customer, including today, in order to keep them updated. Our ************* and *******************s will continue to follow up with the customer until having confirmed that the customer's move has been serviced. Please feel free to contact our *************************** at ************ or ***************************************** with any other questions.
  
  Thank you,
  
  Moving APT

• Initial Complaint

  Date:03/04/2025

  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 thru Moving APT for a move from ******** ** to ********** SC, pickup Feb 1, delivery Feb 4. I found out after the fact that the company was a broker, not movers. They gave the job to Eazy Movers out of *****, who were absolutely terrible! They showed up 6 hrs late on 2/1, wouldn't take my 1/2 payment of the balance due, complained continually about my items, and refused to load some stuff on the truck, even after I had paid extra for more space on the truck. Even a simple coat rack didn't get on the truck. To top it off, they didn't speak much English, so there was a huge communication problem. They told me, and reassured me, they would be in SC on 2/4 for delivery. When the day came, I got a call late that day that they would arrive on Sat Feb 8. Sat came and again a no-show. They came on Sun Feb 9, and refused to unload my furniture, saying I had to pay with cash or money order, after I was specifically told I could use a credit card, if I paid the ** fee. Of course on a Sun I had no way to get any cash, so they left, and returned, after charging me a re-delivery fee of $650, on Wed, Feb 12. The workers that time did speak English, but again did nothing but complain, mostly because it rained all day, and they took 6 hours to get my furniture in, after I'd spent over a week in an empty apartment, no bed, no furniture, nothing. The people at both Eazy Movers and Moving APT were unresponsive, in spite of repeated calls & texts. In fact, ****** from Moving APT basically washed his hands of me once I had paid and never returned my calls, and what was supposed to be a $2400 move ended up costing me about $3700, plus all the attending aggravation & worry. At the very least, I would expect a refund of the re-delivery fee of $650, as that was caused by the moving company not taking my credit card on pickup, and their failure to deliver my stuff on both 2/4 and again on 2/8, then showing up on Super Bowl Sunday. I have copies of receipts if needed.

  Business Response

  Date: 03/11/2025

  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 Eazy Moving, whom the customer`s ********************** contract was with. We do not sell contracts. The customer's contract was signed directly with Eazy Moving. That said, we are always here to assist customers and mediate whenever needed.

  We have attached a copy of the customer's last signed estimate and Booking Agreement prior to their move, which shows what the customer's Estimated Delivery Schedule was on the third page. Based on the customer's distance of 659 miles shown on the second page, the customer's Estimated Delivery Schedule was 2-14 Business Days beginning from the customer's First Available Delivery Date. The customer's First Available Delivery Date was 2/4/25, as also shown on the second page. Therefore, Eazy Moving had until 2/25/25, which would have been the 14th Business Day, to complete this delivery per the customer's agreement. The customer's delivery was not in any way late or delayed. The attachment also shows at the top of the fourth page that a credit card was not an acceptable payment method at delivery, only cash or postal money order. Nonetheless, we have forwarded the customer's request to their carrier for them. If there is anything else that we are able to assist the customer with, they may reach our *************************** at ************** or at ****************************************** Please do not hesitate to likewise contact us at the same phone number or email address with any further questions.
  
  Thank you,
  
  Moving APT

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23017786
  
  I am rejecting this response because: I was told specifically by the *** I dealt with over the phone that my belongings would be at my new home in a timely fashion, not any of this 14 day stuff. It wasn't until after I had signed the contract and had paid a deposit that I was informed of this 14 day nonsense. If I had been aware of that, would I have moved into an empty apartment for over a week, without making other arrangements. Moving APT used deceptive practices, and contracted with a dis***utable company (Eazy Moving) to complete this work. I did contact the customer service **** after the move was finally completed, and they have never returned any of my calls. This is simply a poorly managed company, and my advice is to get a more professional moving service.
  
  Sincerely,
  
  *** *****

  Business Response

  Date: 03/13/2025

  We are very sorry to hear that the customer remains unsatisfied. Please note that the time frame stated on the customer's ********************** contract with Eazy Moving is 30 Business Days beginning from the customer's First Available Delivery Date. This is the legally allotted time frame that all carriers are provided for all interstate moves, regardless of the distance. Our time frame of 2-14 Business Days IS in a timely fashion, as this is less than half of the time that the customer's carrier was legally allotted. Furthermore, the customer has mentioned that it was not until they signed their contract and paid a deposit that they were informed of this; however, the customer did not sign their contract the day that they were provided this information and paid their deposit. The customer was provided this same information we included in our previous response and paid their deposit on 12/23/24, and it was not until 1/29/25 that the customer signed their ********************** contract. Lastly, our sincerest apologies, however our *************************** has never received a message or e-mail from this customer. Again, the customer may contact our *************************** directly at ************** or at ***************************************** for any further assistance, and we are happy to assist however we can. Thank you.

• Initial Complaint

  Date:02/25/2025

  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 was told that Moving APT was a moving company and they are a broker. They hired Family Moving LLC to move our furniture from ** to **. I was told at the time of pick-up that delivery of our furniture could take up to 30 days. I made several phone calls to Moving APT., for a delivery date and received no response. I am asking a refund, $2944.41 and $1630.65 as all of my merchandise was not received within ************************************************************************************** and is in storage at Family Moving LLC. Also, due to no response from Moving APT, I had to pay Family Moving the balance of what was owed to them in order to have my furniture delivered to **. I also had to pay for a shuttle van service because I live in a gated community and the Van was took big to fit into the community.

  Business Response

  Date: 02/28/2025

  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 appreciated.
  
  Moving APT was the customer`s booking agent. The customer`s ********************** company was Family 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.

  In reference to the customer's delivery time, the customer's contract states the customer's delivery time frame as up to 30 business weekdays, not including weekends or holidays, beginning from the customer's First Available Delivery Date. The customer's contract with Family ********************** shows the customer's pickup having been on 11/29/24 and delivery confirmed and signed for on 12/24/24, which was the 17th business day from the customer's pickup. The customer's delivery was on time and well within the contracted time frame. In reference to the rocking chair, the customer's file shows that Family ********************** has unfortunately confirmed of a missing rocking chair. We are not aware of the chair having been located or being in storage. That said, the customer has already been compensated for this item. The customer's file currently has a balance of $239.84. Based on the customer's Standard Liability Coverage of $0.60 per lb. per article selected by the customer for their move, the customer's claim settlement for the missing rocking chair comes to $54. This is the amount that the customer's Standard Liability Coverage covers. The balance of $239.84 has not been sent to collections nor pursued. This amount more than covers the customer's claim coverage amount of $54. Please feel free to contact our **************** at ************ or ***************************************** with any other questions.
  
  Thank you,
  
  Moving APT

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22988876
  
  I owe your company nothing, as the receipt from Family Moving LLC states that I was paid in full on 11/29/24, the day of pick-up.     A total amount of $4,826.89 was charged to my ***** credit credit.   Moving APT was supposed to pay Family Moving Services in order for them to deliver my furniture to ****, **, which never happened.    After waiting two weeks, and failed attempts to contact Moving APT by Family Moving LLC and myself, I had to come up with $2,909.00, in order to get my furniture out of their storage facility and delivered to ****, ** (see attached cc receipt for Family Moving LLC.)     The rocking chair was left on the truck by the driver of Family Moving, LLC and is being delivered to me the first week of March.   I did not state that the Rocking Chair was missing.    

  As previously stated the agreement was that all merchandise is supposed to be delivered within 30 days.   Since the Rocking Chair was left on the Family Moving LLC's van and not transferred over to the Shuttle van by the crew hired by Family Moving LLC, I am asking for a refund of $4,826.89 as all merchandise was not delivered to me within the 30 days per contract, and Family Moving LLC was never paid, even though I paid the balance in full upon pick-up on 11/29/24.     I also had to come with $330 to pay the *************** as I now live in a gated community and this issue was never addressed with Family Moving LLC  prior to pick-up on 11/29/29.   

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

  Customer Answer

  Date: 02/28/2025

  Attached is a letter and email from Family Moving, LLC, stating that my account with them is paid in full.   I also attached Moving APT Moving estimates from 9.16.24 and 11.26.24.   Please clarify what the charge of $239.84 is from that you state I owe??  Since Family Moving LLC states that my account was paid in full, no additional funds from me are owed to Moving APT.   No one at Moving APT attempted to pay Family Moving LLC even though two credit transactions of $2,944.41 and $1630.65 were processed and approved on my credit card account by ****************** employees ****** ******* on (11/29/24) and ***** on (9/16/24).   

   

   

  Customer Answer

  Date: 02/28/2025

  Attached is a letter and email from Family Moving, LLC, stating that my account with them is paid in full.   I also attached Moving APT Moving estimates from 9.16.24 and 11.26.24.   Please clarify what the charge of $239.84 is from that you state I owe??  Since Family Moving LLC states that my account was paid in full, no additional funds from me are owed to Moving APT.   No one at Moving APT attempted to pay Family Moving LLC even though two credit transactions of $2,944.41 and $1630.65 were processed and approved on my credit card account by ****************** employees ****** ******* on (11/29/24) and ***** on (9/16/24).   

   

   

  Business Response

  Date: 03/03/2025

  Good afternoon, all parties have been paid. Despite the customer's paperwork stating paid in full at one point, the customer then disputed this charge with their bank, therefore yes there remains a balance on the customer's file, as the dispute after the fact negates the "paid in full." In reference to the rocking chair, we are happy to hear that Family Moving has confirmed with the customer that they are in possession of the chair and will be delivering it soon. We appreciate the update. That said, a missing item does not constitute whether a move has been delivered or not. The customer signed their contract with Family Moving on the day of delivery acknowledging and confirming that delivery was completed, and this is the signature that their insurance company and the Department of Transportation go by as the date that delivery was completed. A missing item has nothing to do with the date or completion of a delivery and is a Claims-matter, not a delivery matter, just the same as a move that is delivered and is missing a broom that is never located does not indicate that the move was never delivered. Damages and missing items are for Claims and insurance and again do not determine the completion of a move. Furthermore, as previously advised, the customer's contract states that Family ********************** is responsible and liabile for all claims, including any damage, delay, and / or missing item. Both the customer and Family ********************** acknowledged and signed these terms prior to the move being conducted. Therefore if the customer is looking for further compensation, they may refer this request to Family Moving. Per the customer's agreement, booking agents are not authorized to handle claims, and the customer has already been provided a courtesy compensation from our end in allowing the customer to keep the disputed amount and not pursuing this with the customer or collections.

  Thank you,

  Moving APT

  Business Response

  Date: 03/03/2025

  Good afternoon, please note that at no point was it stated that the customer had a balance with Family **********************. Family Moving may have been paid in full, however the disputed transaction was owed to Moving APT, not to Family Moving. Therefore of course Family Moving would advise the customer that their move has been paid in full. Furthermore, Family Moving has not at any point been made aware of the transaction that the customer has disputed nor of the balance on the customer's file with ******************. They have not been made aware of this because (1) as we have already stated, we are not pursuing this balance from the customer and are allowing the customer to keep this compensation as a courtesy and show of good faith from our part for any inconvenience experienced with Family Moving; and also because (2) if Family Moving were aware that the customer has a balance on file with ******************, they would not be able to assist the customer with any claim request, and we do not want this to happen to the customer. Therefore again, of course Family Moving would not be aware of this balance, nor would we advise them, as we do not want to impede the customer from getting any assistance they may need from Family Moving. Which brings us to our last point, that with all due respect, this is all irrelevant, as again, by law and per the customer's contract, claims must be filed with Family Moving. Therefore once again, per the customer's contract, their request must be submitted to Family Moving. On a side note just for clarification, there is no ****** ******* employed by Moving APT. This is another company's employee.

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22988876
  
  I am rejecting this response because:

  Please clarify what you mean by your last statement:  -  Therefore if the customer is looking for further compensation, they may refer this request to Family Moving.  Per the customer's agreement, booking agents are not authorized to handle claims, and the customer has already been provided a courtesy compensation from our end in allowing the customer to keep the disputed amount and not pursuing this with the customer or collections.

  What courtesy compensation was I provided?  My credit balance still shows an outstanding balance of $4575.76, which Moving APT charged to my credit card.    

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

  Customer Answer

  Date: 03/03/2025

  Enough with the gaslighting and double talk, as I stated, Family Moving never received a dime of two credit card transactions $2,944.41 and $1630.65, paid to your company, which is why I had to pay Family Moving LLC an additional $2,909 in order to get my furniture out of storage and delivered to Mesa.    Where is the credit card authorization form for $2,944.41?    Also, why was Family Moving not paid from the above card transactions.  Numerous phone calls were make by **** from Family Moving to Moving APT for payment and no one from your company ever responded.  Withholding funding from a moving company for moving services I paid in advance is fraud is considered a crime.    

  Moving APT also states that there is no ****** ******* employed at Moving APT.   See attached email I received on November 30, 2024, from ****** *******, Move Coordinator, at Moving APT.     

  Lastly, if I do not receive a refund from Moving APT for the $2,944.41 not authorized, I will seek legal action.  

   

  Customer Answer

  Date: 03/03/2025

  Enough with the gaslighting and double talk, as I stated, Family Moving never received a dime of two credit card transactions $2,944.41 and $1630.65, paid to your company, which is why I had to pay Family Moving LLC an additional $2,909 in order to get my furniture out of storage and delivered to Mesa.    Where is the credit card authorization form for $2,944.41?    Also, why was Family Moving not paid from the above card transactions.  Numerous phone calls were make by **** from Family Moving to Moving APT for payment and no one from your company ever responded.  Withholding funding from a moving company for moving services I paid in advance is fraud is considered a crime.    

  Moving APT also states that there is no ****** ******* employed at Moving APT.   See attached email I received on November 30, 2024, from ****** *******, Move Coordinator, at Moving APT.     

  Lastly, if I do not receive a refund from Moving APT for the $2,944.41 not authorized, I will seek legal action.  

   

  Customer Answer

  Date: 03/03/2025

  Enough with the gaslighting and double talk, as I stated, Family Moving never received a dime of two credit card transactions $2,944.41 and $1630.65, paid to your company, which is why I had to pay Family Moving LLC an additional $2,909 in order to get my furniture out of storage and delivered to Mesa.    Where is the credit card authorization form for $2,944.41?    Also, why was Family Moving not paid from the above card transactions.  Numerous phone calls were make by **** from Family Moving to Moving APT for payment and no one from your company ever responded.  Withholding funding from a moving company for moving services I paid in advance is fraud is considered a crime.    

  Moving APT also states that there is no ****** ******* employed at Moving APT.   See attached email I received on November 30, 2024, from ****** *******, Move Coordinator, at Moving APT.     

  Lastly, if I do not receive a refund from Moving APT for the $2,944.41 not authorized, I will seek legal action.  

   

• Initial Complaint

  Date:08/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We utilized Moving Apt.com to move from ** to ***, we provided a *** the apt complex required, with a required ***** hour minimum notice for elevator reservations. We contacted our salesman who quoted us and assured that the movers would have the insurance requirement. We were also informed our move would be 3-14 days maximum at that time. We then had to wait additional days to identify a carrier that had these insurance requirements. We were informed that the *** would be returned one week prior to the deliver of our items to ***, giving ample time to book the elevator. The items were picked up 6/7, and on 6/10 at around 9AM we were notified that our shipment was ******************************* ***. Also our apt complex returned the ***, informing us the carrier did not meet minimal insurance standards so the truck was not allowed to offload the items and we were forced to abandon plans. For the next 3 weeks we communicated back and forth with Moving Apt, who ensured us that "they were working on the insurance". After almost 21 days of waiting, I contacted the carrier (DSY) in a phone call saying they could not meet the insurance requirement as it would cost them $10,000 to acquire that insurance requirement which was not feasible for them. It was agreed upon since they could not enter the building that I would have to offload the items personally, with my own family. When they opened the truck the majority of items were destroyed. We moved in all of our destroyed items with no assistance of the movers as they were not allowed in the apt complex. We now have no kitchen table, our shelving has half the legs broken off, our end tables are damaged, around 25% of our kitchen items are shattered, and our couch had its legs broken off and stained, our mattress was punctured with countless other items being damaged and having to throw out. We were given a "third party" mediator who offered $91 in return with no explanations, itemizations and refusal to speak with me.

  Business Response

  Date: 08/23/2024

  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.
  
  Please note that Moving APT was the customer`s booking agent. The customer`s ********************** company was DSY Moving, whom the customer`s ********************** contract was with. The company the customer has advised they were communicating with for 3 weeks assisting them through their move was Moving Services, not Moving APT. Likewise, the company processing the customer's claim is ********************** Claims, who is one of the most widely used Claims companies for interstate moves, not Moving APT. Unfortunately, we do not understand the reason for this complaint against us. Nonetheless, we are always here to assist and mediate between a customer and their carrier if needed.

  Moving APT is very sorry to hear that the customer was not happy with their services from DSY Moving and experienced damage in their move with DSY. We have reached out to Moving Claims, and they have confirmed that (1) the customer's claim was processed based on the coverage option selected by the customer for their move, Standard Liability Coverage; (2) the customer may request a breakdown as well as a re-evaluation of their claim from Moving Claims; and (3) if the customer is still not satisfied, they may request arbitration from DSY Moving.

  Should the customer need any further assistance with this or with anything else, they may reach our *************************** at **************, or they may reach out to *****************************************.

  Thank you,
  
  Moving APT

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22177942
  
  I am rejecting this response because:

  I appreciate the response from Moving Apt now that this has been brought to a public forum. I had attempted to contact our previous support personnel August 12th, with no response to this day ************************************************

  I also had submitted a request for discussion over the phone to Moving Claims, August 12th, with no response other than to fill the identical form out as previously marketed as a dispute letter, with no ability to identify their decision criteria to which I was disputing, rendering that avenue useless. We had submitted claims for over *****Ibs of damaged material at a $0.60 insurance rate which at minimum is $600.

  This in conjunction to ****** at Moving Services stating during the day of our move to *** and realizing the damaged had informed us that we would at the least get our carrier fee of $300 removed due to the difficulties of the move and the ability to speak with a manager, which contact we were never given. Moving Services ************************************************ which Moving Apt utilizes for communications after our original salesman, *****, ceased communications once a deposit was made to Moving Apt. Moving Apt cannot separate itself as individual entity when that is how they facilitate communications, or lack thereof, to its customers. 

  Additionally, ********************** was the service that was sent our certificate of insurance for validation and identification of carriers that fit our requirements. From this transaction, they have misrepresented carriers insurance status for moves. As we were assured our carrier would have our insurance requirement and they did not, the mover was never allowed to enter the destination apartment because they never attained the insurance requirements and the move had to be carried out by my family and myself, which was destroyed from having to put in a storage unit because of the insurance issue that Moving Apt had created by both identifying and ensuring the insurance status was adequate, which was the major issue with this move leading to the damage of our items, invalidating the purpose of the move itself. 

  The way we were treated during this process was not how anyone should ever be treated and it has been both frustrating and upsetting to us.  To have our items returned ******************************************************************************************************************************** that my items are cheap is not appropriate in any situation. 

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

  Business Response

  Date: 08/28/2024

  Moving APT would again like to express that we are very sorry to hear that the customer was not happy with their services from DSY Moving or claim settlement. We are unfortunately not sure who the customer is referring to that claimed their items were "cheap," as Moving APT has never nor would ever state this. The ****** that the customer is referring to is not an employee of Moving APT. ******'s role with the customer was to correspond communications between the customer and DSY **********************. Any information provided to the customer by ****** was from DSY **********************. Additionally, Moving APT does not request or receive Certificates of Insurance. This was not with us.

  As previously advised, the customer may request a breakdown as well as a re-evaluation of their claim from Moving Claims, and if the customer is still not satisfied, they may request arbitration from DSY Moving. Should the customer need any further assistance with this or with anything else, they may reach our *************************** directly by phone or by text to **************, or they may reach out to *****************************************.
  
  Thank you,
  
  Moving APT

  Customer Answer

  Date: 08/31/2024

   
  Complaint: 22177942
  
  I am rejecting this response because:

  Thank you for your response. Unfortunately, this response does not address the misrepresentation of insurance status that was provided to us initially  by Apt Movers. This misrepresentation had led to the issues of damage of the majority of our items along with a three week wait for delivery of what items remained, to be offloaded by myself and my family without assistance of movers who stayed in the van during offload. *****, our salesman from Apt Movers, was sent the **** and was aware of the insurance requirement which we were assured was not an issue and that we would be provided a mover that met these insurance requirements. We specifically picked Apt Movers because they ensured us that this could be met, and we would be paired with a mover who met these requirements during the time of our quote. We even were told to wait additional days for pickup (3-4 days) to identify a mover that met the requirements after they had reviewed them. We were then provided a mover who we were AGAIN ensured held the insurance requirements necessary to deliver our items. It was not until our deposit was placed and items picked up when we noticed this was a misrepresentation as the apartment complex reviewed the files, they submitted that we realized that they did not in fact hold the insurance requirements necessary. This is when ***** with Apt Movers ceased contact with us and our only communication was through ******, who they now distance themselves from but are provided from Apt Movers as a sole contact.  

  Separately, as previously mentioned we have requested a breakdown of our psuedo-arbitration on August 12th and to discuss the criteria for not being reimbursed at the rate the items were insured at, for which we should be receiving well over $600 from the damage alone from the insurance. Which we have not received, and instead were offered $91 with no reply from August 12th regarding further discussion. To resubmit the same files without understanding how they are coming to the claim is not a discussion.

  Unfortunately, although you attempt to distance yourself the way you have been contacting us previously, ****** was the only mode of contact between Apt Movers, Us and DSY due to Apt Movers ensuring us they would be in contact throughout the process and not returning our messages after a deposit was placed. 

  Again, this process to collect my rightful return on my damaged property from misrepresentation of insurance status continues as Apt Movers.

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

• Initial Complaint

  Date:08/09/2024

  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 am writing to formally lodge a complaint against Moving APT and United Prime Van Lines regarding their gross negligence and unprofessional conduct during my move on July 8th, 2024. I hired these companies to manage my relocation from **********, *******, to *************, ********, expecting a high standard of service given the significant financial investment I made. Unfortunately, the service I received was far below acceptable standards, resulting in substantial financial loss and emotional distress.During the move, the movers mishandled my $3,000 mattress, dropping it and leaving it stained beyond repair. This mattress was a crucial investment in my health and well-being, and its damage is unacceptable. Furthermore, several boxes containing irreplaceable personal items were lost, including signed photographs from actors and valuable family dishes. These items hold immense sentimental value, and their loss has caused significant emotional distress.I believe the level of negligence displayed by these companies warrants serious attention. The carelessness with which my belongings were treated, particularly considering the high cost of the service, is inexcusable. I expected professionalism and care, but instead, I received a service marred by incompetence and disregard for my property.Given these circumstances, I am requesting the BBB's assistance in holding Moving APT and United Prime Van Lines accountable for their actions. I believe these companies should be thoroughly investigated, and appropriate actions should be taken to prevent other consumers from experiencing similar distress. I am also seeking compensation for the damages and losses incurred during this move.I trust the BBB will take this matter seriously and help ensure that these companies are held responsible for their actions.Thank you for your attention to this matter.

  Business Response

  Date: 08/16/2024

  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.
  
  Please note that Moving APT was the customer`s booking agent. The customer`s ********************** company was United Prime Van Lines, whom the customer`s ********************** contract was with. That said, we are always here to assist and mediate for any customer who feels they have experienced any issue with their carrier.

  Moving APT was very sorry to hear that the customer experienced an issue in their move with United Prime Van Lines and immediately contacted United Prime Van Lines in order to assist the customer with this, as per the customer's contract, claims are filed through United Prime Van Lines. United Prime Van Lines confirmed that they would be happy to assist the customer with their claim, and we got back to the customer right away, providing the customer with the contact information for claims with United Prime Van Lines so the customer may submit their claim for compensation.

  United Prime Van Lines's claims are processed by the claims company MovingClaims.net. The customer may reach out to United Prime Van Lines at **************************** or to MovingClaims.net at **************************************** for any assistance they need with their claim. Likewise, we have advised the customer to please feel free to reach out to our *************************** at ************ or at ***************************************** should they experience any issue in reaching either party. Please do not hesitate to contact our *************************** as well with any further questions or to request any further information.

  Thank you,

  Moving APT

• Initial Complaint

  Date:06/14/2024

  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.

  I had a sewer leak entire home_homeowners insurance put us up in a hotel. House is ready to move back in. Moving company will not bring g out house items back, from their storage unit. We have been in this hotel from April first! We are desparate to get back home! Insurance will not pay balance d because APT Moving Co Id fraudulently jacking UP the balance $s to get our furniture clothes appliances, etc, so we ARE STUCK! No body is moving to help her us OUT!! Please please help!!!!!

  Business Response

  Date: 06/21/2024

  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.
  
  Please note that Moving APT was the customer`s booking agent. The customer`s ********************** company is PVL ******* Systems, whom the customer`s ********************** contract is also with. That said, we are always here to assist customers and mediate between them and their carrier whenever needed.
  
  Please also note that Moving APT has been in contact with the customer daily. Upon receiving this complaint, we were unaware of the reason and reached out to PVL ******* in order to better understand the situation and better assist the customer. PVL ******* advised us that the customer had an unpaid balance with them, which was the reason that delivery had not been able to be completed. We have reached out to the customer, and they have confirmed that they are making this payment. Our ************************ will continue to follow up with both the customer and PVL ******* to ensure that delivery has been completed. Please feel free to contact our *************************** at ************ or at ***************************************** with any other questions.

  Thank you,

  Moving APT