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:03/25/2025

  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 hired Regal Van Lines to move my son's belongings after his divorce, during which he was left with only a few prized possessions and some furniture. Regal Van Lines outsourced the move to Ocean Moving & Storage, which collected our items from *****, **, on September 30th and delivered them to the pre-arranged facility in ******** on November 4th.Unfortunately, while our items were in storage at Ocean Moving & Storage, their facility experienced flooding, and they failed to inform us of the damage in a timely manner. This lack of communication prevented us from sorting through our items, salvaging what we could, or canceling the move. Instead, Ocean Moving & Storage delivered an entire truckload of water-damaged, moldy items that were also infested with bugs. My son's belongings sat in a flooded storage room for over 30 days.After completing multiple online forms and itemizing the damaged items in detail, I uploaded pictures of the affected belongings. At first, I was offered $75 for the damages, which I turned down. I then worked directly with Ocean Moving & Storage, providing them with another detailed list of damaged items and accompanying photos. After months of waiting for a response, I reached out to them for an update, and they settled on an offer of $700. However, the only way I could receive the $700 was by signing an affidavit stating that I would not file a complaint with the Better Business Bureau (BBB) or any other platform. I decided not to sign the affidavit and notified the BBB instead.Additionally, this moving company asked for more money when the truck arrived at the moving facility. Once we paid, the movers informed my son that his belongings had been damaged by a flood caused by a ************ short, Ocean Moving and Storage was aware of the damage prior to the move, neglected to inform us, and delivered a truck full of damaged, moldy, wet, and bug-infested items to *******. See attachments

  Business Response

  Date: 05/16/2025

  Dear Ms. ************************ you for bringing your concerns to our attention through the Better Business Bureau. We want to begin by sincerely apologizing for the distressing experience you and your son faced during your move. We understand how important these items were, particularly in light of the personal circumstances surrounding the relocation.
  The storage facility experienced a severe weather event that resulted in unexpected flooding. Despite our preventative efforts,portions of the facility were impacted, and we regret that your sons belongings were among those affected. While this flooding was caused by a natural disaster, we acknowledge that we should have communicated more promptly and clearly once the damage was discovered. You deserved to be informed as soon as possible, and we regret that this did not happen.
  We did receive your detailed claim and photo documentation and appreciate the time and effort you put into itemizing the damage. The affidavit provided is standard for closing claims and not intended to prevent anyone from sharing their experience, though we understand and respect your decision not to sign it.
  We are committed to learning from this incident and improving our communication and emergency response procedures.
  To better serve our customers and ensure timely communication ********************** forward, we have recently hired a dedicated Customer Claims & Support Department. This new team was established specifically to handle claims, concerns, and service issues so that customers like you receive the attention and responses they deserve without delay.
  Again, we deeply regret the inconvenience and emotional stress this situation has caused and thank you for bringing it to our attention.
  

  Sincerely,

  **** K 

  Ocean Moving & Storage

  Customer Answer

  Date: 06/04/2025

  I'm not satisfy as they did not offer me a reasonable refund for the damage. 

• Initial Complaint

  Date:03/18/2025

  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 ocean movers to move my stuff to ******** from ******* and it's still in *******

  Business Response

  Date: 05/16/2025

  Dear Ms. **************** you for your patience, and please accept our sincerest apologies for the delay in responding to your March complaint.
  We understand how stressful and frustrating moving can be, especially when expectations are not met. We are truly sorry for the inconvenience caused by the delay in delivering your belongings.
  Since your original move, Ocean Movers has undergone significant changes, including the hiring of a new management and customer service team. We are committed to improving our communication, accountability, and overall customer experience.
  Were glad to hear that you have since received your items, and we appreciate you bringing this matter to our attention. 
  
  Sincerely,
  **** *.
  ***************************start="1151" data-end="1154"> Ocean Movers

• Initial Complaint

  Date:10/10/2024

  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.

  The moving ** just wants to pay me 75 dollars for all damage thru there claims **** when I gave them **st of 550 dollars for all damages

  Business Response

  Date: 10/11/2024

  Thank you for reaching out to the BBB regarding your move. It is never the intention of anyone here to have a client have anything less that a satisfactory experience. We regret that you incurred damages during your cross country move, With that stated the move came with valuation protection and insurance is offered during the moving process and we show the option to purchase was declined. Therefore although you may feel your entitled to the costs of full repairs and or full coverage this would not be the case. Our records indicate the claims company is reevaluating the claim on your behalf and we hope that this helps find resolution for your claim. 

  In the transportation industry things happen beyond our control and we appreciate your frustration.    

  Customer Answer

  Date: 10/11/2024

  I was told by 3 brothers I had  insurance up to *********.They farmed out to Ocean moving & storage. somebody needs to be responsible for all the damage they did. Also they chipped up paint on doors & walls on my brand new home.75 dollars is a slap in the face. They need to make it right!!

  Customer Answer

  Date: 10/11/2024

  I was told by 3 brothers I had  insurance up to *********.They farmed out to Ocean moving & storage. somebody needs to be responsible for all the damage they did. Also they chipped up paint on doors & walls on my brand new home.75 dollars is a slap in the face. They need to make it right!!

  Customer Answer

  Date: 10/11/2024

   
  Complaint: 22407948
  
  I am rejecting this response because:

  I was told by 3 brothers I had  insurance up to *********.They farmed out to Ocean moving & storage. somebody needs to be responsible for all the damage they did. Also they chipped up paint on doors & walls on my brand new home.75 dollars is a slap in the face. They need to make it right!!
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 10/14/2024

  Thank you again for reaching out to the BBB regarding your move. Please note we have attached the copy of the information that you entered into with 3 Brothers that show you had valuation protection of 60 cents per pound per article as well as a chart of the purchase of insurance pricing before the move. You will also find on the day of the move you were provided a form that you could have purchased insurance or stayed with the limited liability that come with the move and You will see it was signed for the valuation protection.  Again we understand you frustration. 3 Brothers is not a mover they are a broker and its stated on their document prior to the move with the contractual clauses . We have copied the clause below that was signed and agreed to before the move as well as attached will be from the day of the move. 

  Again we regret this to be your experience and we see that the claims company did respond with another proposal to resolve and we hope this brings closure to this matter.

   

   

  4. CUSTOMER HAS HIRED 3 BROTHERS ********************** & ******************** LLC AS A MOVING COORDINATOR/SHIPPER AGENT/BROKER AND NOT TO HANDLE OR OTHERWISE PARTICIPATE IN A MOVE AS A CARRIER IN ACTING AS A SHIPPER AGENT ONLY, 3 BROTHERS MOVING & STORAGE LLC IS NOT RESPONSIBLE FOR ANY ACTS OR OMISSIONS OF THE CARRIER OR ITS EMPLOYEES OR AGENTS. CUSTOMER MUST PURSUE THE CARRIER FOR ALL CLAIMS FOR PROPERTY DAMAGE AND PERSONAL INJURY OR DEATH, INCLUDING WITHOUT LIMITATION, ANY CLAIMS FOR DAMAGE TO PROPERTY, LOST OR STOLEN GOODS, DELAYED PICKUP OR DELIVERY, ACTIONS OF ESTIMATORS, DRIVERS, PACKERS OR MOVERS, OR OTHER TYPES OF CLAIMS. 3 BROTHERS MOVING & STORAGE LLC WILL ACT ON BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THE CARRIER MAXIMUM LIABILITY IS LIMITED TO THE LESSER OF THE FOLLOWING: (A) THE AMOUNT OF THE ACTUAL LOSS OR DAMAGE, (B) AN AMOUNT EQUAL TO SIXTY CENTS (60 CENTS) PER POUND MULTIPLIED BY THE ACTUAL WEIGHT (IN POUNDS) OF THE LOST OR DAMAGED ARTICLE; OR (C) THE LUMP SUM DECLARED VALUE.

  Business Response

  Date: 10/14/2024

  This is the information from the booking office before the move takes place.

• Initial Complaint

  Date:10/08/2024

  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.

  My experience with Ocean Moving and Storage was beyond frustrating. Not only did the movers from the original location damage my stair railing by scraping off the paint, but when I pointed it out, they brushed it off with, "It's only paint." They flipped packed boxes upside down and on their sides, completely ignoring the "fragile" labels, and thumped the dollies down the stairs so hard I was worried they would damage the stairs. To top it off, they outright asked for a tip.They also "assured" me that my belongings would arrive on my requested date. Never once did they mention that this date was actually the start of a potential 14 "business day" window for delivery. Yes, it was in the paperwork, but the leader on-site assured me my stuff would arrive on my specific day. My belongings didn't even leave the state until two weeks after they picked them up! At no point during any discussions when I hired them or when my items were picked up did they say there was a chance of waiting two weeks. I only found out when I called to ask where my things were, and I was then told they needed to wait until the semi was full before transporting my belongings over state lines.When I finally did receive my items many were damaged, holes were on the sides of boxes and the display on the scooter was pushed in. They stated that they could not bring the semi in and had to reload all my items to a smaller truck which would could me $1150 additional. At this point I had no alternative but to pay it and the company reloaded mine and another load, so I dont know if they also had to pay for that. The company unloaded a folding chair which I told them was not mine. Now trying to file a claim has become a nightmare.Completely unprofessional, misleading, and unreliable. I would never use this company again.

  Business Response

  Date: 10/21/2024

  Thank you for reaching out to the BBB regarding your move. It is never the intention of anyone here to have a client have anything less than a satisfactory experience and we apologize if that was not the case. Our records indicate the client reserved their move in July and moved in September therefore providing the client ample time to review the contract they entered into with their broker *********. With that stated the following would have been known before we at Ocean Moving and Storage did the moving service. We have copied it from the very contract the client agreed to before the move took place. Below you will see the ***'s provided based on milage and then the auxiliary charges that can happen as not everyone will need a shuttle service and at the time of booking, no delivery address was provided to the booking office to go over said fees.  

  Regarding the **** things change moment to moment in our industry. The original zip come stated ***************** and the client ended up moving to ************. Perhaps the ******* was going by the delivery of the other location but again they are all ***'s. With respect to the damages, our records show we were contacted by the client and the information was emailed with the claims process. To date we have not heard from the client but we are happy to assist. The client would just need to reach out to us directly to assist. Again we regret this to be the experience but would like to assist in the resolution. 

   

  002  09/23/2024  11:01AM
   BARBIE  ***********************************************************  CLAIMS - How to File Your Moving Claim

  Origin: Destination:
  Customer: ****** Black  Customer: ****** Black 
  Address: *********************************************************; Address: Tbd 
  Level/Floor/Apt: Level/Floor/Apt:
  City, State, Zip: ***************, *******;***** City, State, Zip: ***********, *******;76117

   

  ESTIMATED PICK UP AND DELIVERY SCHEDULE: All pickup, load and/or delivery dates are only estimates and are not guaranteed. AmeriSafe Moving Services. will not be responsible for loss or damages incurred by unavoidable delay. AmeriSafe Moving Services. will act on the behalf of the customer in resolving any claims or delay issues with the carrier. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates. IF PICKUP IS REFUSED BY THE CUSTOMER FOR ANY REASON, DEPOSIT IS FORFEITED.  The date indicated as "1st available for delivery" is first date of the delivery window and not the promised delivery date.   All estimated time of arrivals are subject to change depending on many factors such as traffic, weather conditions, unforeseen mechanical problems or unexpected delays.   See the table below for an estimated delivery window:
  0-500 Miles 1 - 8 Days
  501 - 1500 Miles 2-14 Days
  1501 - 2000 Miles 7 - 17 Days
  2001 - 2500 Miles 8 - 21 Days
  2501 - 3200 Miles 9 - 21 Days

   

  Additional fees and ******************** (if applicable to the move):
   Packing of fragile/delicate items (such as TVs, glass, etc.); packing and crating services not already listed within proposal; loading of bulky items (such as a motorcycle). 
   Packing supplies such as boxes, bubble wrap, etc. 
   For full packing service: AmeriSafe Moving Services will arrange to provide all labor and materials to professionally pack all boxes, fragile items, and furniture listed. If additional items are added at time of pick up, then the total price for full service packing will be increased and adjusted by the guaranteed rate provided. A new agreement will be presented at time of pick up. 
  Shuttle service: if semi-trailer cannot get reasonably close to building or house for loading/unloading, a shuttle truck may be required to perform relocation at a minimum charge of $300.
  First flight of stairs is included.Additional fee if more than 1 flight of stairs.
  Long carry: First 75 feet are included.  
  Elevator Fee: Minimum $75 (Rate is determined by actual cubic footage)

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22394669
  
  I am rejecting this response because:

  
  There was no acknowledgment of the damage to my belongings, nor any response regarding the unprofessional behavior of the employees.
  Sincerely,
  
  ****** *****

  Business Response

  Date: 10/23/2024

  Thank you for the response but respectfully we did apologize and we did send the information for the claim so we are not sure how it wasn't addressed but we will try to be more clear: We have sent the below which was in our response to assist in the claim and advised the client was welcome to call for assistance.

  To date until the correspondence with the BBB we have not heard from the client other than 9/23/24. If the ******* or employee made a remark that wasn't professional we apologize. We actually contacted 9/23 to make sure you got delivered and you replied to us via text : "Stuff arrived yesterday but there is damage to some items and my sons bed is missing parts. I will be filing a claim once it establish all the damage." At no time after the pickup or the delivery was the damaged to property mentioned. We understand your frustration but we can not assist in what we are not privy too.  Again you cab submit the pictures to our customer service department or any bill you received for review. 

  Addressing the claim:  With respect to the damages, our records show we were contacted by the client and the information was emailed with the claims process. To date we have not heard from the client but we are happy to assist. The client would just need to reach out to us directly to assist. Again we regret this to be the experience but would like to assist in the resolution. 

  
  002  09/23/2024  11:01AM
   BARBIE  ***********************************************************  CLAIMS - How to File Your Moving Claim

   

  We again regret the experience you feel you incurred and apologize

• Initial Complaint

  Date:08/26/2024

  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.

  My delivery date was July 2022. They lost so many of my possessions, some irreplaceable. After submitting a claim they offered me $70.00. They couldnt deliver my goods in one delivery so they split my deliver into two days with two different companies. Im just sick every time I think of what we lost. They also stopped taking my calls. Im sure they saw my phone number on caller id. This company should be closed down.

  Business Response

  Date: 08/27/2024

  Thank you for contacting the BBB regarding your move in 2022. The phone number is still the same and as employees we can not screen calls. Respectfully the last time our company had interaction with the client seems to have been May 2023. The client did not purchase insurance and although we may feel we are entitled to more then the contract permits, it doesn't make it accurate. The move comes with a minimal policy and we regret that this was the option the client choose and we regret any issues the client went through during the moving process. In the moving industry thing happen beyond our control and we do the best we can to assist during the process. We regret this to be the client experience.

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22196478
  
  I am rejecting this response because:
  I am absolutely positive they can monitor incoming calls.  
  Sending my household goods to me with two different movers on two different dates is when I believe they lost my household goods.  The reason for the two movers was because they said that they couldnt fit all of my goods on one truck.  When I tried to call them they would pick up the phone and then quickly change to a busy signal.  I do believe that I had moving insurance.  When they delivered my goods they tried to deliver goods that didnt belong to me.  I had the movers put those items back on their truck.  I was missing a few bigger items but lots of boxes.  I get an awful sick feeling when I think of what we lost.  Where did my household goods end up?  Is there a lost and found?  Some items were irreplaceable.
  Sincerely,
  
  *******************

  Business Response

  Date: 08/29/2024

  Thank you for your response. Respectfully we are not ignoring anyone's calls and moreover, We believe this client moved with us twice. e are assuming the first move went well therefore using the service again and unfortunately not being as successful. The client did not purchase insurance. They had the valuation protection inclusive with the move. We regret the experience, but that would not negate what the coverage would be. This would also mean that although we may not be happy about certain information and policy, it doesn't mean that is not accurate. 

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22196478
  
  I am rejecting this response because: I had two household goods pick *** that went to storage.  I paid for storage until delivery.  I had pick up in ******* and delivery to ********.  They need to look closely at my contracts as I did pay for insurance.  I still do believe they monitor incoming calls.  After I called once to lodge a complaint I could never get them to answer the phone.  My call was always switched to busy.  From other complaints I see that $70. seems to be a common reimbursement for lost or damaged goods.  Where did my goods end up?  Things just dont disappear.  Did they even try to contact the two different drivers to locate my goods or did they search their storage warehouse for my goods????  A ladder and card table are larger things to lose.  They are the least of my losses.  Irreplaceable framed gold rubbings my children did, all of my corningware, blender, iron, heirlooms from my grandmother, Longaberger dishes, large 10 gallon glass jug, etc, etc.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/04/2024

  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.

  This moving company subcontracts its drivers. My driver did not speak any English at all and he had only been driving with a CDL for a few months. He almost damaged the storage facility and definitely damaged my belongings. I also had to help him unload the truck as he was alone with no help. I had to file a claim with a claim service that has been unresponsive for over two months when they said they would be in contact within ***** days. When I called Ocean Moving about it they were extremely rude and told me Id have to deal with the claims company. Its a vicious circle of getting no response or information.

  Business Response

  Date: 06/05/2024

  Thank you for contacting the BBB regarding your move.

  Respectfully the information being relayed is not completely accurate. The client called our office as stated  and one of the representatives contacted the claims company to assist the client as she stated she completed the claim but had not heard back. We went online and filled out the help request and then emailed the claims company separately after the client contacted us back to state they reached our as if she was a new client. The client then called back and we stated we did in fact call them on her behalf and they would contact her. We explained we are a separate entity and do not have access to her information nor their data base but they do have 180 days to complete the claim. This is what was told to her. This is trying to assist the client who seemingly thought the call should be immediate and therefore causing the tone of the call to change as be honest with what we can do and our attempts to help were not enough for the clients standards.  

  On Tue, Jun 4, 2024 at 6:13?PM HelpDesk | Moving Claims <****************************************> wrote:
  
  The customer has successfully finalized their case, and it is now under final review.

  In review the client was actually emailed today from our office the information below as it was sent to our office afterhours therefore we sent it this morning. We regret the client wasn't contacted in the turnaround time they would have liked but in reality they called us Monday 

  With respects to the ******* at the delivery end not speaking English, we apologize if the client felt it to be challenging to communicate with the worker as we are an equal opportunity employer and communicate with this employee in English only and have had no issue. English being a second language for anyone can be challenging and again we apologize. In Review the client contacted us Monday and we assisted to the best of our ability and within 48 hours she was responded to. Telling a client you do not have access to another company data base is not saying we wont help, its relaying factual information. Hopefully knowing the claim is in the final stages now can assist.

   

  Customer Service ********************** <*****************************> 9:11?AM (1 hour ago)
  
  
  to mjenkins2010
  HelpDesk | Moving Claims Jun 4, 2024, 6:13?PM (14 hours ago)
  to me

  
  The customer has successfully finalized their case, and it is now under final review.
  
  Should you have any questions please feel free to email us at any time and we will be happy to assist you.
  Barbie 
  Kind regards,
  Customer Service and Operations Manager

   

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21801920
  
  I am rejecting this response because:
  

  The issue was not that they didn't respond to me that day.  The issue was that the claim service stated they would contact me within ***** days.  When 60 days had passed I then called Ocean Moving and Storage to find out why.  They reached out to the claim service and I received the attached document that stated they had emailed me on 4/15 and 5/15 to finalize my claim.  This information is false.  I checked my spam folder as well.  If they had indeed emailed me I would have had no reason to reach back out to Ocean Moving and Storage.  Once I filed this complaint both Ocean Moving and the claim service have replied promptly!  HOWEVER, their settlement offer was for $75 for damages and the fact that I had to help the delivery driver unload the truck.  When I called them about that matter, they said I would receive $100 for helping him alone outside of any damages.  I saw the driver physically drop a box of breakables as he unloaded.  He also saw the broken/cracked coffee table when he unwrapped the moving blanket.  He saw the dented filing cabinet as well.  If I had not helped him unload the truck there would have been even more damage because 1) he was alone with no help and 2) he did not have a ramp, a ladder or a dolly.  Some moving company!  The fact that the man didn't speak English would not have been an issue if he was an experienced driver.  However, he could not back the truck into the storage facility and he kept calling me to stand beside the back of the truck and give hand signals!!!  This has been an utter nightmare from the start.  I do not accept $75 as sufficient settlement.

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

  Business Response

  Date: 06/10/2024

  Thank you for the response:

  The $100 extension was never revoked it would have been added to the claim. We apologize if the customer assisted in any way with the delivery as well as helping the driver navigate the truck. The client didn't have insurance. They had basic valuation protection and in review the client sent information which showed the 1 box that was dropped and issues with coffee table, end table (chipped), bookshelf , iron board )dented) stool scratched. The client moved 92 items we regret that not all came in the condition that was shipped in. The fact would still remain that the client  had a claim, they called us for help, they received the help and they do not like the out come of what they are entitled to. The claim can take 180 days from the time of filing. This is protocol and standard in our industry. As a client we don't have to like the rule, but we have to understand.   The client is entitled to $175.00 and we are happy to resolve our portion of the claim settlement after they sign the form with the claims company. 

   

  Customer Answer

  Date: 06/11/2024

   
  Complaint: 21801920
  
  I am rejecting this response because:

  Due to the way this whole experience has been handled, I want a revised claim form showing $175 reimbursement rather than just the $75.  Once that is sent I will sign it and be done with the fiasco.

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

• Initial Complaint

  Date:05/14/2024

  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 hired ocean moving and storage. The day they showed up they insisted on emptying certain dressers or cabinets that they previously said was ok to keep filled. They insisted on emptying and boxing up the items themselves. Every single item they insisted on and packaged themselves went missing and upon filing a complaint with the company was unable to be tracked. They literally stole our stuff.

  Business Response

  Date: 05/14/2024

  Thank you for contacting the BBB regarding your move.

  Respectfully we have been in communication with the client as late as this morning. We are assuming that after the last email the ***** then contacted the BBB. On May 6th the client called and stated she was missing 2 boxes. We sent claims information for the client and asked her to reply with what was missing to assist and have a paper trail. This below was the reply:

  On May 6, 2024, at 9:04?AM, *********************** <*******************> wrote:?The movers insisted on emptying out my daughters dresser and they boxed her clothes up. The entire dresser of clothes is missing, Im not sure how many boxes it was. It is toddler girls clothes. Sent from my iPhone

  On Thu, May 9, 2024 at 8:18?AM *********************** <*******************> wrote: Hello,When I called the other day to ask about this they said they would call the other people on the truck to see if they had the boxes. Is there any update or have they even bothered to call yet?
  Sent from my iPhone

  On May 9, 2024, at 9:16?AM, **************** ********************** <*****************************> wrote:
  
  
  ?Thank you for your email. Yes we are in the tracking process and yes we started calling the other clients and pending return calls.

   

  Today we replied with this email after a conversation:

  On May 14, 2024, at 9:47?AM, **************** ********************** <*****************************> wrote:
  
  
  ?Thank you for taking my call today. 
  
  I apologize if you feel we are not being helpful. You had previously called in regarding the missing boxes and I immediately sent you the email for the claims. I then advised you to email me back what you were missing to assist. I contacted the warehouse manager. I requested the manifest and we called everyone on the same truck as you and emailed them regarding the missing goods on more than one occasion. 
  
  You emailed back and we replied. We have been actively trying to locate the missing goods. We regret that we have not located them as yet but at this time there is no good news to extend. After we hung up I called the delivery crew/******* and they stated the delivery to the storage was only furniture, no boxes. We are trying to locate the missing goods in the warehouse but again they have not been found. 
  
  If found we will contact you immediately but at this time there is no favorable reply. 

   

  After the client responded with the information that ALL the clothes were new and recently purchased we sent this email. 

  **************** ********************** <*****************************> 12:41?PM (1 hour ago)to ******

  
  Thank you for your email. Can you please send the receipts to the newly purchased items you stated were bought. I will submit that to in-house claims. I don't know the outcome but I am trying to assist.

   

  So in review of the BBB correspondence, the client had $9300.00 worth of new clothes for the child missing? 

  As the BBB can see in the correspondence we have contacted the client back, we have sent the claims information, we have tried to locate the goods and at this time and time before asked the client to submit a claim and send the receipts for the clothes recently purchased. Instead of the reply to us, the client went other avenues and this is her right. As the company we to have the right to reply considering it went from a dresser of child clothing to this below:

  "We had thousands of dollars of new clothes we had purchases, items from loved ones who have recently passed in there and it is all gone out of carelessness. "

  And in review of the inventory supplied to the BBB you will see the client had bags of clothing in the inventory and yet they came without incident? The client also stated the crew forced her to pack them for her and yet in review you will see they didn't pack boxes, they packed mirror and picture boxes as indicated on the packing paper. 

  In the moving industry things happen beyond our control and we regret this to be the case for **************. We continue to try to locate the goods in hopes for resolution.  

  
  
  

   

  Business Response

  Date: 05/14/2024

  Please find the paperwork from the pickup with the packing and inventory showing bags of clothing.  

  Business Response

  Date: 05/14/2024

  Please find the paperwork from the pickup with the packing and inventory showing bags of clothing.  

  Business Response

  Date: 05/14/2024

  In addition to the information supplied we would like to say that Ocean Moving and Storage never advised the client that the items could or would be allowed to stay in drawers. The client stated this was advised by her booking office. By stating to the BBB that we advised her of this to make it seem that we, as the company: set her up in some capacity for the goods to have been taken from her is a libelous statement and we have never stated this to this or any other client as any long distance move the goods would need to be packed into boxes i.e. empty drawers.   

  Customer Answer

  Date: 05/14/2024

   
  Complaint: 21707517
  
  I am rejecting this response because the items were put into BOX by the movers, not a bag or clothing bag or labeled. They insisted the clothes be taken out of the dresser and placed them into boxes. Those boxes are now missing. This is included in the inventory in the number of boxes. They did not **** the box or put any other indicator on it for it to stand out on the inventory. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/15/2024

  Thank you for the response but it doesn't address our reply. 

  The client did in fact have bags of clothes. We are not stating that the client isn't missing  anything but the inventory shows the bags. The client also doesn't address we asked for receipts, that the client was instructed to start a claim. That until contacting the BBB had never disclosed the amount was $9300 worth of goods placed into 2 boxes. Again, we are not negating our role. We are trying to assist and continue to do so but as advised to the client, we are trying to locate the goods. The client is to start a claim and we hope for resolution. 
  

   

   

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21707517
  
  I am rejecting this response because: Yes, we did have under the bed bags used to store kids clothes that no longer fit but those were packed prior to movers arrival. I misunderstood and thought you meant the missing clothes from the dresser were placed into bags and not boxes. I will search those under the bed storage bags to see if the clothes from the dresser placed into there by mistake. If not, I will file the claim. Thanks.

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

• Initial Complaint

  Date:03/28/2024

  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.

  This company moved my belonging s from ******* to Georgia. I am 87 years old and moved to Assisted Living. Unfortunately during the move, they broke several items and are refusing to reimburse my loss.

  Business Response

  Date: 03/29/2024

  Thank you for reaching out to the BBB regarding the move of your mom.

   

  Since the BBB was contacted the daughter has sent an email to ** via our website and we did follow up via phone call and email with the information that was sent out to her mother on March 4, 2024. We have also advised to get a quote for the glass the client speaks of and perhaps we will be able to resolve the claim in house. Respectfully we believe that the client may have been reaching out to the brokers office as we would not have denied a claim or not taken a call. 

  The data base tracks the emails from the email center as shown below and the information was forwarded to the daughter yesterday. 

   

  
  Sent Date  Emailed To  Subject Text Ebook  Esign Details
   003  03/04/2024  3:58PM
   ******  **********************************  CLAIMS - How to File Your Moving Claim
   002  02/19/2024  10:50AM
   *******  **********************************  Your Items Are In Transit
   001  02/13/2024  9:41AM
   DANIELH  **********************************  Important Delivery Information After the Pick-Up  
  
  

  Business Response

  Date: 03/29/2024

  Thank you for reaching out to the BBB regarding the move of your mom.
  
  Since the BBB was contacted the daughter has sent an email to ** via our website and we did follow up via phone call and email with the information that was sent out to her mother on March 4, 2024. We have also advised to get a quote for the glass the client speaks of and perhaps we will be able to resolve the claim in house. Respectfully we believe that the client may have been reaching out to the brokers office as we would not have denied a claim or not taken a call. 
  The data base tracks the emails from the email center as shown below and the information was forwarded to the daughter yesterday. 
  
  
  Sent Date  Emailed To  Subject Text Ebook  Esign Details
   003  03/04/2024  3:58PM
   ******  **********************************  CLAIMS - How to File Your Moving Claim
   002  02/19/2024  10:50AM
   *******  **********************************  Your Items Are In Transit
   001  02/13/2024  9:41AM
   DANIELH  **********************************  Important Delivery Information After the Pick-Up  
  

  Business Response

  Date: 04/10/2024

  Thank you for reaching out to the BBB regarding the move of your mom.
  
  Since the BBB was contacted the daughter has sent an email to ** via our website and we did follow up via phone call and email with the information that was sent out to her mother on March 4, 2024. We have also advised to get a quote for the glass the client speaks of and perhaps we will be able to resolve the claim in house. Respectfully we believe that the client may have been reaching out to the brokers office as we would not have denied a claim or not taken a call. 
  The data base tracks the emails from the email center as shown below and the information was forwarded to the daughter yesterday. 
  
  
  Sent Date  Emailed To  Subject Text Ebook  Esign Details
   003  03/04/2024  3:58PM
   ******  **********************************  CLAIMS - How to File Your Moving Claim
   002  02/19/2024  10:50AM
   *******  **********************************  Your Items Are In Transit
   001  02/13/2024  9:41AM
   DANIELH  **********************************  Important Delivery Information After the Pick-Up  
  

• Initial Complaint

  Date:02/25/2024

  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 called Amerisafe moving and I was quoted ~$2200 and was told to pay $1100 up front to schedule the move.When the movers came to my home on 12/28/2023, it was another company called Oceans moving and storage. I was told the cost would be almost double what I was quoted. I did not have double so I tried to cancel. At that time I was told that I would lose the $1100 I had already paid. I could not afford that either so I had no choice but to accept the "new" estimate. Total Strong arm robbery. ********* said my items would arrive no later than 01/02 but when Oceans came, they said 7-10 days. My items didnt arrive until 01/15/2024, well.passed the due date.Most if my larger, more expensive items were destroyed. 55" *********** 55inch ******** TV, 32 " TV, King size bed frame with drawers- headboard, a drawer and both side rails destroyed. My office desk was detroyed as well.For the thousands of dollars they did in damages they offered me $75. This process has been traumatizing and the burden of proof should lie with them. I should not be treated like the party who did the wrong. I want any money paid over the original!~$2200 quote returned to me. Their ******* carelessness caused me to lose so much, not to mention the emotional trauma I have been put through trying to work this out and get them to take responsibility. I have multiple pictures of contracts and damages but it will only allow me to upload one item. I can email or maile the remaining information.

  Business Response

  Date: 02/26/2024

  Thank you for contacting the BBB regarding your move. It is never the intention of anyone here to have a client have a less than satisfactory move. With that stated the client advised their broker they were moving 29 pieces of household goods, they moved almost double but not limited to bags, vacuum, pictures, shoe rack, tool cart and lamp desk, office chair, dresser, boxes , trash, can and signed and agreed to the charges as stated. With that said the client did contact the office with respects to the damages goods. and was provided the claims company information. To date we have not heard from the client. The client did contact the credit card company to dispute their charges and they did contact the BBB. We can only assume they didn't want assistance from us and again we haven't heard from them but we are happy to help. 

  The client also declined to purchase insurance on the day of the move and therefore has what is included with the move of valuation protection. Since the client has dome a chargeback of the monies paid to the company the claim can not be settled as they have an open balance. 

  In the moving industry things can happen beyond our control. We regret that their experience was not satisfactory and as stated to date we have followed the process with the mutual client and would be more that happy to assist but have not been given the opportunity to do so.  

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21345240
  
  I am rejecting this response because:

  
  I am not responsible for the person making the estimate leaving things off. I read the estimate and noticed a few items left off. I called the next day (see attached for number and proof) to let Amerisafe know. I was told it was fine and would not take up additional cubic feet and if it did, it would be minimal so the price may change by $85-100. I was absolutely fine with that answer. 
  Since they require you pay half, then change the price on you, you are literally left with no choice but to accept the new estimate. If you look on ****** reviews, you will see hundreds of others who had the exact same experience. Literally the exact same bait and switch with pricing and destruction of personal property. 
  This company was given the opportunity to make this right and 
  they offered me $75 for the thousands of dollars they caused in damage. (see attached)
  The dispute with the credit card company is closed. I do not want another person to be traumatized by this company ever again so I am choosing different routes. I would like refund of $713. This does not even include the thousands in damages but I am willing to call it a day with 
  
  *******************************

  Business Response

  Date: 03/06/2024

  Respectfully the client is responsible to review the quote provided by their broker and if they find that the representative left things off their list then they would just need to update the list and ensure they are being quoted for the actual items they are taking. The reason there are so many issues in moving is this exact fact. The price is based on the list of articles and services the client needs for their move.  With respects to the claim, the client opted out of purchasing insurance therefore accepting the limited liability the movers have during their moving process. That would not mean we would not have extended anything over the amount they were entitled to as a gesture of good faith as we have not been contacted directly to do so.  The client instead has contacted the BBB and the Merchant to dispute the charges of the move. With that stated, we believe at this time, the client, who has the right to contact any agency they deem as this is their right, but perhaps calling us directly we could have found resolutions. 

  In Moving things happen beyond our control and we apologize.

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21345240
  
  I am rejecting this response because:

  The companys response to damaging my items was to offer me $75. Besides the bait and switch, this is another reason why  I am choosing to contact anyone and everyone about this scam. 

  I did realize there were items left off. I originally called 12/24 and received the quote. As you can see from attached, onve I realized they left items off, I called back to inform them. I was told it was no problem. I could let the movers know day of because the missing items would not take up much more cubic feet. Therefore not change my quote more than ~$100. 

  I would expect a few things things to happen during the move but my items were destroyed. My 3 TVs were SMASHED. Have you even looked at the pictures? It is plain to see this was pure negligence. My TVs were packed incorrectly. My desk was demolished, my king *** frame destroyed in several places. This is not "things happening".
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/10/2023

  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.

  I moved fron ** to ** in July 2022. I emailed pictures with a list of broken, lost and damaged items to *****@oceanmovingand storage.com. to set up a clm. Clm sent on line 1/23/23. Followed up several times by email and calls to clms dept800 513-6060, left messages and emails to *************************** given by moving co. No one has yet to email or call me or email. I have 45 items broken, lost or damaged that I expect to be addressed, discussed and payed for.Please help in accomplishing this.Thank you

  Customer Answer

  Date: 03/14/2023

  ***BBB Received Additional Information From Consumer***

  ***Please See Attachment***
  

  Business Response

  Date: 01/11/2024

  Thank you for contacting the BBB regarding your move.  We have reviewed the information and Our records show the claims company sent settlement and the client signed and received payout for the damages. If this is not the case please contact us directly for assistance. 

   

  
  
  
  
  CUSTOMER INFORMATION & GENERAL COMPLAINTS:
  Your Moving Company Legal Name:
   OCEAN MOVING AND STORAGE
  Your Moving Company ** DOT License Number (OPTIONAL):
   *******
  Customer Name on Bill of Lading (Contract):
   *************************
  Your FULL Current Address:
   *********************************
  4
  ******, ******* 30605
  *************
  Map It
  Your Contact Phone Number:
   **************
  Your Email Address:
   ***********************
  Moved From State:
   *******
  *************
  Map It
  Moved To ***********************
  *************
  Map It
  Your Move Date (On or About):
   08/31/2022
  Type of Claim:
  
  Loss
  Damage
  Tell ** About Your Claim/Complaint - Remember, this is only the registration part of your case; therefore, we would only need a GENERAL OUTLINE of your issues:
   On 1/20/23 I sent an email to
  ************************************* containing a complete list and 45 pictures of my lost, broken and damaged items
  Case # ****** Order # ******
  
  
  
  
  
  DATE: VIA: CASE STATUS / PROGRESS:
  1-25-23 Online Customer case created/registered online - Claim Registration Acknowledgement Notice sent via email
  2-1-23 Email Customer information was verified - Claim Procedures Package sent to the customer via email
  
  Email Claim Package Received - Customer failed to provide the following information (Request Sent):
  ALL COPIES OF THE CONTRACT DOCUMENTS FRONT AND BACK
  CLEAR PHOTOS OF EACH DAMAGED ITEM
  STANDARD PROOF OF LOSS & DAMAGE CLAIMS
  COPIES OF PURCHASE RECEIPT FOR EACH MISSING/DAMAGED ITEM (OPTIONAL)
  COPIES OF REPAIR ESTIMATES FOR ALL DAMAGED ITEMS CLAIMED (OPTIONAL)
  TERMS & CONDITIONS
  
  Online Claim Package Received - Acknowledgement Notice sent via email - CASE UNDER REVIEW
  
  Email FINALIZING THE CLAIM PROCESS - The customer was offered the following options: A) Submit/modify any additional information, damages, or concerns. B) To complete an online form stating that they are happy with all information submitted, and wish to continue forward to the final stage of their claim process.
  
  Email Due to the claimant's inability to respond and/or provide supporting documents validating their claims/complaints, a Claim Denial Letter was sent per FMCSA regulations.
  
  Online Customer information received - Acknowledgement Notice sent via email - CASE UNDER FINAL REVIEW
  
  Email A settlement letter was prepared and sent to be approved by  the company
  
  Email Settlement letter approved by the  company - SETTLEMENT LETTER SENT TO CUSTOMER
  
  Online RECEIVED SIGNED SETTLEMENT LETTER - SENT FOR PAYOUT - CASE CLOSED
  
  Online DISPUTE REQUEST SUBMITTED - Acknowledgement Notice sent via email - CASE UNDER REVIEW
  
  Email A FINAL settlement letter was prepared and sent to be approved by  the company
  
  Email Settlement letter approved by the  company - SETTLEMENT LETTER SENT TO CUSTOMER
  
  Online RECEIVED SIGNED SETTLEMENT LETTER - SENT FOR PAYOUT - CASE CLOSED
  

  Business Response

  Date: 01/12/2024

  Thank you for contacting the BBB regarding your move.  We have reviewed the information and Our records show the claims company sent settlement and the client signed and received payout for the damages. If this is not the case please contact us directly for assistance. 
  
  
  
  
  
  CUSTOMER INFORMATION & GENERAL COMPLAINTS:
  Your Moving Company Legal Name:
   OCEAN MOVING AND STORAGE
  Your Moving Company ** DOT License Number (OPTIONAL):
   *******
  Customer Name on Bill of Lading (Contract):
   *************************
  Your FULL Current Address:
   *********************************
  4
  ******, ******* 30605
  *************
  Map It
  Your Contact Phone Number:
   **************
  Your Email Address:
   ***********************
  Moved From State:
   *******
  *************
  Map It
  Moved To ***********************
  *************
  Map It
  Your Move Date (On or About):
   08/31/2022
  Type of Claim:
  
  Loss
  Damage
  Tell ** About Your Claim/Complaint - Remember, this is only the registration part of your case; therefore, we would only need a GENERAL OUTLINE of your issues:
   On 1/20/23 I sent an email to
  ************************************* containing a complete list and 45 pictures of my lost, broken and damaged items
  Case # ****** Order # ******
  
  
  
  
  
  DATE: VIA: CASE STATUS / PROGRESS:
  1-25-23 Online Customer case created/registered online - Claim Registration Acknowledgement Notice sent via email
  2-1-23 Email Customer information was verified - Claim Procedures Package sent to the customer via email
  
  Email Claim Package Received - Customer failed to provide the following information (Request Sent):
  ALL COPIES OF THE CONTRACT DOCUMENTS FRONT AND BACK
  CLEAR PHOTOS OF EACH DAMAGED ITEM
  STANDARD PROOF OF LOSS & DAMAGE CLAIMS
  COPIES OF PURCHASE RECEIPT FOR EACH MISSING/DAMAGED ITEM (OPTIONAL)
  COPIES OF REPAIR ESTIMATES FOR ALL DAMAGED ITEMS CLAIMED (OPTIONAL)
  TERMS & CONDITIONS
  
  Online Claim Package Received - Acknowledgement Notice sent via email - CASE UNDER REVIEW
  
  Email FINALIZING THE CLAIM PROCESS - The customer was offered the following options: A) Submit/modify any additional information, damages, or concerns. B) To complete an online form stating that they are happy with all information submitted, and wish to continue forward to the final stage of their claim process.
  
  Email Due to the claimant's inability to respond and/or provide supporting documents validating their claims/complaints, a Claim Denial Letter was sent per FMCSA regulations.
  
  Online Customer information received - Acknowledgement Notice sent via email - CASE UNDER FINAL REVIEW
  
  Email A settlement letter was prepared and sent to be approved by  the company
  
  Email Settlement letter approved by the  company - SETTLEMENT LETTER SENT TO CUSTOMER
  
  Online RECEIVED SIGNED SETTLEMENT LETTER - SENT FOR PAYOUT - CASE CLOSED
  
  Online DISPUTE REQUEST SUBMITTED - Acknowledgement Notice sent via email - CASE UNDER REVIEW
  
  Email A FINAL settlement letter was prepared and sent to be approved by  the company
  
  Email Settlement letter approved by the  company - SETTLEMENT LETTER SENT TO CUSTOMER
  
  Online RECEIVED SIGNED SETTLEMENT LETTER - SENT FOR PAYOUT - CASE CLOSED