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:06/25/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired American Way Moving for a long-distance move based on promises of clear pricing, fast delivery (23 days), and full-service coordination. What followed was a frustrating experience filled with misinformation, surprise charges, poor communication, and damaged ******************************* March 20, 2025, I was quoted $8,892.80 after giving a verbal inventory. I wasnt told about better ways to submit it. The **** *******, called our move small and simple and estimated 23 day delivery.We paid a $4,052.49 deposit. After updating the move date and inventory, ******* said the estimate would still apply.On May 14, during a quality assurance call with *****, the quote jumped to $14,031.78 due to needing a semi-truck. We paid an additional $2,638.23.On May 19, I received a confirmation with the wrong move date. American Way refused to fix it and told me to contact the carrier directlysomething I expected them to handle. The carrier had incorrect info and was initially unhelpful.On May 20, two trucks arrived. After a quick visual check, the movers raised the quote to $19,699.60nearly $11,000 more than the original. We paid $9,285.92 by certified check after learning ***** had a $2,500 limit (never disclosed).Only after pickup were we told delivery would take 23 weeks, not days. This was a major mis***resentation and key reason we chose American Way.******* became unreachable. After 50+ minutes on hold with customer service, I coordinated delivery with the carrier myself.On May 24, a *** admitted the 23 day timeline was likely said to make the sale. They also gave unclear info about mid-route truck transfers.On May 28, our items arrived in different trucks than pickup. It was clear they had been moved between vehicles, resulting in significant damage.Desired Resolution: A formal written response from American Way. Fair compensation for inflated costs, false delivery timelines, ********************, and damages (documented separately)

• Initial Complaint

  Date:06/19/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spoke to a saleswoman in March who was able to get us started with the moving process and let us know of some of the things to expect. We made a down payment, feeling good about the ********** May, I spoke to the saleswoman to get some details finalized and she advised that another associate should reach out to get a detailed inventory list of our belongings. After getting the list set, our total bill skyrocketed from $2600 to $5600, which wasnt disclosed until after I signed the paperwork. I was advised that the reason for the increase was because our sectional was a non-stackable item.I called him back 2 days later and requested an updated quote without the sectional to have some financial security and he declined the request due to the process it would be to update the movers. He told us that we can tell the movers to not pack certain things and the bill should decrease. We decided while packing to not include our sectional, a dresser and some boxes and totes that were on our list.On pickup, the movers told us it was going to cost $400 more to pack everything (additional 100 cubic feet). Frustrated, I asked them what was causing the space and had those items removed. They packed and took our things away.The mover who delivered our items charged us an additional $856 because his semi couldn't fit in our parking lot, but he looked up the sight ahead of time and advised that it's his job to be prepared. Through a lot of stress and complications, we were able to pay it, and our stuff was delivered.A detailed document of our entire experience is attached. On June 2nd, we emailed the company requesting a refund of the $856 fee and what the difference in pricing would have been without the items that were on our inventory list. They would only refund us $856 (which we believe we're owed more), telling us it would be processed in 7 -10 business days. It's now business day 12 from that email and still nothing has been processed. This is unacceptable!

• Initial Complaint

  Date:05/26/2025

  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 them to move me from ** to ****. I was quoted $2500 which changed to $2100 when final inventory was taken. Paid $927 deposit and was told I would be paying $605 on pickup and $605 on delivery. When the movers came I had to pay them $2000 for them to take my stuff that was all listed on my bill of lading. I was told I am to pay $882 on delivery. The discrepancy is absolutely horrible. I had no choice but to pay or they would not move my stuff.

  Business Response

  Date: 06/10/2025

  Thank you for reaching out and sharing your concerns. We understand how important it is to have clarity and consistency during your move, and we sincerely regret any confusion or frustration this experience may have caused.
  Your estimate was prepared as a "Binding to Not Exceed" quote, in accordance with 49 CFR 371.113(c)(1). As noted in the estimate and your signed agreement, the binding quote is based on the inventory list and services provided by the customer. Per the terms of the agreement:
  "The total cost will not exceed the estimated amount; provided, however, that the customer provides ********************** with an accurate description of the items to be moved and the services to be performed If any additional pieces, packing services, weight or labor services are added at the origin or destination to those quoted, the customer shall be charged for these services at the governing tariff rates."
  Upon pickup, our team determined that the actual items and/or services required deviated from the inventory originally submitted. As such, the difference in your pickup charge reflects the cost of these added services or items not included in the original estimate. Our records indicate you were presented with the updated bill of lading prior to your agreement to proceed, and the changes were necessary in order to complete your move as requested.
  We genuinely appreciate your business and understand that unexpected changes can be concerning. Please dont hesitate to reach out to our customer service team if youd like to review your inventory and charges in further detail. We are happy to assist and clarify any remaining questions.

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 23379542
  
  I am rejecting this response because:

  I had exactly what was stated in agreement.  Nothing more.  They delivered the furniture with 1 guy, my husband had to help move our furniture in the apartment.  We were again charged more money. We were originally quoted $2200 all in We paid over $4200 and had to move the stuff. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:05/17/2025

  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.

  I paid $2577.29 on April 13, 2025 which was half of what i was quoted for a move. After reading other complaints and getting bombarded by calls from oyher moving brokers, i cancelled my move and decided to move myself. I got a frw other quotes and American Way offeted to lower the price so i didnt completely part ways with them until April 22nd when i asked for a cancellation of my movr and my money back. I just recieved a check in the mail yesterday for only $2500 as American Way said they ate entitled to keep 10% but ad a courtesy to me then only kept $77.29. They did absolutely nothing and certintwetent courteous of me when they sold my personal information to other companies in *******. This has been the worst and slimiest experience i havr ever encountered in my life. I just want the rest of my money. What they practice is poor in comparison to other businesses and companies. I paid that amount to rent a truck and move myself which i am glad i did because at least i didnt havr any hidden charges and i had all my stuff show up without it being held from me. I have a tough time believing this company is highly rated the way ******** described. He even called me past normal business hours which i found very unprofessional. I just want the rest of my refund.

  Business Response

  Date: 05/20/2025

  We appreciate your feedback and are sorry to hear that your experience did not meet your expectations. However, we must respond with the facts and terms clearly outlined in the agreement you signed with American Way Moving.
  Per the signed contract, customers have a ******* ***** period from the time of electronically signing the Bill of Lading to submit a cancellation request in writing to **************************************** to qualify for a full refund. Your cancellation request was received nine days after your signature date, placing it well outside the eligible refund window. As such, we are not obligated to return any portion of the deposit. Despite this, as a courtesy, we issued you a refund of $2,500, retaining only $77.29 to cover administrative processing, even though we were fully within our right to keep the full amount per contract.
  Additionally, we categorically deny selling or distributing customer information. The ********************** industry operates within centralized lead-generation networks that consumers opt into when requesting quotes online. The same way you found American Way Moving is how other licensed brokers or carriers may have received your inquiryit is not due to any data-sharing or sales on our part.
  As for your concern about after-hours contact, our representatives are often available beyond standard office hours in order to accommodate customers across time zones and urgent scheduling needs. However, we understand and respect that this may not be ideal for every customer, and we will take that feedback into account.
  In closing, we stand by our decision and will not issue any further refunds. The refund you received already exceeds what was required by contract, and we consider the matter resolved.
  Thank you.

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23344731
  
  I am rejecting this response because:
  You are entitled to notbjngtand all you demonstrated was lack of professionalism. Administrative fees BS. Your shady business dealings should keep you out of business and away from stealing peoples money.

   

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

  Business Response

  Date: 06/10/2025

  Were sorry to hear that you are dissatisfied with your experience and appreciate the opportunity to clarify the situation.
  While we understand your frustration, we respectfully disagree with the claims made in your review. As outlined in the contract you signed, all customers receive a Binding to Not Exceed estimate based on the inventory and services they provide. It also clearly states that any additional items, services, or discrepancies between the quoted and actual shipment will result in adjusted charges in accordance with federal regulations.
  We want to assure you that American Way Moving LLC operates within the legal and ethical standards required by the ******************************************* (FMCSA) and fully discloses all terms, conditions, and responsibilities prior to service. Additionally, any administrative fees or service charges are standard within the industry and are itemized as part of your estimate and agreement.
  We acknowledge that moving can be a stressful process, especially when unforeseen complications arise. That is why we remain available 7 days a week to assist with any active concerns or claim resolutions, including those involving a carrier we helped coordinate.

  Customer Answer

  Date: 06/10/2025

  That is a lie. There werent available several times when i Tried to call them. They always came up with some better reason to stick it out with them which i regret doing. Even other moving brokers had nothing good to say about them and ******** just said that even those whomleft messages on the BBB were trolls. I was duped sadly. Forwarning to any considering this company to do business with. Be warned!!

   

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23344731
  
  I am rejecting this response because:

  That is a lie. There werent available several times when i Tried to call them. They always came up with some better reason to stick it out with them which i regret doing. Even other moving brokers had nothing good to say about them and ******** just said that even those whomleft messages on the BBB were trolls. I was duped sadly. Forwarning to any considering this company to do business with. Be warned!!
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:05/01/2025

  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.

  On Jan 24, American Way Moving provided an estimate of 300 cu ft for $1200, which included 10 extra-large, 10 large, and 10 medium boxes, a queen bed, medium dresser (with dimensions), TV with stand, dining table and chairs (also measured). The estimate was generated via computer input by their agent, and it included one month of complimentary storage at the destination.On moving day, the movers conducted a visual inspection and claimed the actual volume was 700 cu ftmore than double the original estimate. They wouldnt explain how they arrived at this new estimate and pressured us to accept it or cancel. I attempted to contact customer service, but they were unhelpful and admitted they couldnt control the movers. Despite earlier claims, American Way Moving did not own the trucks as promised.I asked the movers what they could take within the original 300 cu ft; they said only the boxes, no furniture or TV. I pointed out that the boxes alone should take less than 150 cu ft, but they insisted otherwise. I tried negotiating and settled on 500 cu ft for some furniture inclusion, but they still insisted on 700 cu ft. Realizing they wouldnt budge, I agreed, and they packed the truck.After loading, I measured the space usedit was under 250 cu ft. I took photos as proof. Two weeks later, I followed up on delivery, only to learn that my items were still in a Seattle storage unit, awaiting a truck. Despite the promised month of complimentary storage, I was told no such storage was available in *****. Again another lie by American way Moving or movers . I end up decided an apartments quickly to gave them address , since they are not ready to honor 1 month complimentary storage

  Business Response

  Date: 05/05/2025

  American Way Moving LLC takes all customer concerns seriously and appreciates the opportunity to respond. We regret the customer experienced dissatisfaction during their move. However, we would like to clarify several key points based on our contractual agreement and industry regulations.
  As outlined in Section 4 and Section 5 of the customer's signed agreement, ********************** operates strictly as a licensed interstate moving coordinator/shipper agent/broker, not as a motor carrier. Our role is to coordinate moving services on behalf of the customer and to arrange for the transportation of household goods by *****-authorized motor carriers. We do not own moving trucks or employ the drivers who conduct the physical move. All services performed at pickup, transport, and delivery are carried out by the carrier selected for the job, in accordance with federal law.
  The estimate provided to the customer was a "Binding to Not Exceed" estimate under Section 9, based on the customer's self-reported inventory list. Per 49 CFR 371.113(c)(1), the customer agreed to waive a physical survey and acknowledged that any additional items, services, weight, or labor beyond what was originally listed would result in additional charges as determined by the carriers published tariff. On the day of the move, the carrier assessed the actual volume based on the items presented, which exceeded the original estimate. American Way Moving does not dictate how the carrier measures volume or loading methods, as this is under the purview of the carrier and subject to their tariff.
  We understand the customer disputes the actual volume used. While we acknowledge their personal measurements and photographs, volume calculations for billing purposes are ultimately determined by the carrier and governed by their *****-filed tariff, not personal estimations. Any disputes regarding volume, delivery timelines, or item handling must be addressed directly with the carrier. As a broker, American Way Moving LLC is not liable for the acts or omissions of the carrier, per Section 4 of our agreement.
  Regarding the storage issue: American Way Moving LLC provides one month of complimentary storage at the carriers warehouse, as stated in the estimate. However, once the customer provides a requested delivery date, the complimentary storage ends on that date, even if the full month has not elapsed. This is standard industry policy to allow the carrier to begin scheduling and dispatch. If storage is needed beyond the selected delivery date, additional storage fees may apply, subject to carrier rates.

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23271752
  
  I am rejecting this response because:

  1) During the initial call for an estimate, the customer service representative from ********************** explicitly stated that the company owns its own trucks. This statement was misleading and constitutes false advertising, as it later became evident that this was not true.

   

  2)The moving service provided did not honor the estimate or terms initially quoted by American Way Moving LLC. This discrepancy highlights a serious failure in the companys ability to provide accurate estimates, resulting in a frustrating and unpleasant experience for the customer. The final charges were inconsistent with the original quote for the same items.

   

  3)Regarding the one-month complimentary storage: I contacted American Way Moving LLC one week after pickup to check the delivery status and was informed that my belongings had not yet been transported and were still in a storage unit in **********. The following week, the movers called requesting the final delivery address, stating they would begin the move the next day. I was told that if I did not proceed with delivery on that specific day, the next available truck would be one week laterand that I would incur storage charges in ********** during the delay. Additionally, I discovered that the company does not have any storage facilities in *****, the destination state. I was effectively pressured into providing a delivery date and address due to the lack of destination storage options. If the company does not operate storage facilities in *****, it is misleading for them to advertise one month of complimentary storage without clarifying that it only applies before a delivery date is scheduled.

   

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

  Business Response

  Date: 05/20/2025

  We appreciate your feedback and understand how stressful a cross-country move can be. We regret that your experience did not meet your expectations, and we want to take the opportunity to respond and clarify based on the signed agreement.
  First and foremost, wed like to acknowledge your concerns. That said, its important to point out that as outlined in Section 4 of your contract, American Way operates solely as a licensed interstate moving coordinator/shipper agent (broker). We do not own trucks or perform physical moving services. Rather, we arrange for transportation through *****-authorized motor carriers, as stated in Section 5 of the contract. While we understand the phone conversation may have caused confusion, this role is explicitly defined in the agreement that was reviewed and signed prior to your move.
  Regarding the estimate, your quote was provided as a "Binding Not-to-Exceed" estimate based on the inventory and service details you submitted. As detailed in Section 9, the final charges are subject to change if there are differences in actual weight, items moved, or labor/services required, which must be billed according to the carriers published tariff. These tariffs are available for inspection from the carrier upon request.
  Concerning the storage concerns and delivery timing, Section 14 clearly states that pickup and delivery dates are estimates only and are not guaranteed. While we understand your frustration with how the storage was handled, we also want to clarify that any complimentary storage is offered at the origin unless otherwise arranged, and we do not advertise or provide guaranteed storage at destination locations. We apologize if this wasnt communicated more clearly during the booking process.
  Finally, while we are not responsible for the actions or omissions of the carrier (per Section 4), we remain committed to acting on your behalf to resolve any issues related to delivery delays, storage fees, or final charges. If you have not already done so, we encourage you to contact us so we can assist you in working with the carrier to resolve these concerns.
  We understand how important your household items are and take these matters seriously. Thank you for sharing your experience, and we remain available to support you through the resolution process.

• Initial Complaint

  Date:04/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a phone call conversation with a representative of this company called *****, I precisely asked if they are direct and original moving company and I dont want to deal with any agents or brokers, which he confirmed that over the phone. He provided a quote of total $1600 for everything including packing, lick up, moving, drop off , assembly of furniture in destination all included. From VA to **. I emphasized I want them to start moving the same day as pick up and he confirmed I will have my stuffs in average of 4 days. He stopped responding, I was told I have to pay that in 3 payment, deposit, pick up and drop off. few days later I git an other $713 additional charge. He was not responding my messages and phone calls anymore on the day of pick up the driver showed up and provided a new contract **** another company name *********************** based in **********. After loading my stuffs he asked me to sign the list for new price of $6600 and said my stuff will not be shipped unless i pay %50-%70 of that, he asked me to pay by *****. I just was under so much pressure and stressed I said I cant afford that and this is completely against my contract. Driver said they are brokers and out of the picture from now Now I dont even know where are my stuffs, what is happening. No one responds and I am having so much trouble. I put everything I had in a storage 8 by 8 by 8 and that was all my stuffs. Cube smart storage where they loaded everything but now I dont know what happened to my furniture, personal stuffs including documents and much more

  Business Response

  Date: 05/05/2025

  While we regret the customers experience, we must clarify the nature of our role and the contractual terms agreed upon at booking.
  Per the signed agreement, the customer hired ********************** as a properly licensed interstate moving coordinator/shipper agent/broker, not as a motor carrier. As clearly stated in our Terms and Conditions:
  Clause 4: Customer has hired ********************** as a ********************** coordinator/shipper agent/broker and not to handle or otherwise participate in a move as a carrier. In acting as a shipper agent only, American Way Moving 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, including but not limited to property damage, delays, or pricing disputes.
  Clause 5: American Way Moving LLC does not transport household goods but arranges for transportation with *****-authorized motor carriers. All charges are determined by the carriers published tariff.
  Upon booking, the customer agreed to a deposit and acknowledged that up to 70% of the total cost may be collected at pickup by the assigned carrier, with final payment due at delivery (see Clause 16). The carrier selected for this move was ***********************, a licensed *********** carrier, whose contract terms and final pricing are governed by their tariff and weight-based evaluation, as permitted by federal law.
  While we understand the customers frustration with the final price and carrier interaction, we must reiterate that:
  American Way Moving LLC did not serve as the carrier,
  The initial estimate was non-binding, based on a phone survey of goods,
  All final charges are determined by the actual inventory and space used, per carrier tariff,
  The customer was notified of these conditions in the agreement signed prior to service.
  We take allegations of miscommunication seriously. We make every effort to ensure our customers understand that we are a broker, and this is disclosed in the estimate, contract, and terms and conditions provided before any deposit is collected.
  That said, we are happy to assist in coordinating communication with the assigned carrier to seek resolution on the customers behalf, as we are committed to facilitating smooth and fair service, even though we are not liable for the carriers actions.

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23257382
  
  I am rejecting this response because:
  
  
  Complaint: 23257382
  
  I am rejecting this response because:
    1) I want them to share and disclose the phone conversations between their agent and me since April 19th. 
  I was contacted by their agent, who represented himself as the original moving company. When I directly asked him whether they are a third party or connecting movers to customers, he responded that they are the original movers and everything operates by them directly.
  2) there is a dispute between the agreement that I signed with them for a total of $1600 for a full moving service including packing, uninstalled if needed, pick up, delivery, and installment as needed all included. But t they provided a version of the contract to their subcontractor for $3097. 
  Although I was told for an additional $700, I will have a full truck hired for my peace of mind, and if there is any extra space I will get refunded for that. 
  This is why I need the call records.
  
  
  4)When the pickup truck arrived and started the job slowly they explained how they had been hired by American Way and are a separate entity. At the end of the pickup, the subcontractor provided an estimate for $5500 total!!!! Which was much more than any other moving company I have quoted from.
  
  
  5)They are responding to you that they are not interfering with my undelivered property and the moving company but they are stopping the subcontractor from delivering my property and asking for an additional $700 and additional payment, %75 of the $5500 estimate before sending my properties.
  
  
  6) Based on promises during the phone conversation the truck was supposed to start driving to ** from ** where the pickup happened at the same time but the driver took my properties up to ** and put them in their warehouse which I have no idea what is the conditions that my belonging are being kept!
  
  
  6) American Way advising the moving company to hostage my stuff till they get paid for Additional $700.
  
  
  7) What this company is providing in their response has to be disclosed at the time of selling the service without any misleading or malice and not deceiving the customer to get their business and later on refer to their by-laws to stay safe.
  
  
  8) Since my personal properties including my medical and treatment products that cant be placed more than once in 3 months by prescription, they are damaging my health despite all my follow up in last 9 days.
  
  
  9) They are trying to charge me up under duress and they hide behind the mover company in this matter. 
  
  
  If they are agreed to embrace the original agreement for $1600 and this is what they responding to you, I need a written confirmation by them to provide to movers and ask for ASAP delivery.
  Sincerely,
  
  ****** *******

  Business Response

  Date: 05/20/2025

  We truly regret to hear about your experience and understand the distress that can come with unexpected changes during a move, especially when personal belongings and critical documents are involved.
  However, we must clarify that as outlined in Section 4 of the signed contract, American Way operates strictly as a licensed moving coordinator/shipper agent (broker)not as a motor carrier. This means we do not directly perform moves, and the transportation of household goods is carried out by *****-authorized motor carriers.
  While we understand that you were seeking a direct carrier, your signed agreement explicitly acknowledges that you hired American Way as a broker. This is clearly stated in the documentation under Section 4 and again in Section 5, which also notes that we coordinate the move on your behalf using independent carriers.
  With regard to the price change and request for payment at pickup: according to Section 9, the final charges may vary if there are discrepancies in the provided inventory, or if additional weight, packing, or labor services are assessed by the carrier. All charges are based on the carriers published tariff, which is available for inspection upon request.
  We are aware that the experience you describedunexpected pricing adjustments and a lack of transparency from the carrieris highly frustrating. However, as per your contract, all claims regarding additional charges, delivery issues, or lost property must be pursued with the carrier.
  That said, we are committed to assisting you in addressing these issues. Per Sections 4 and 14, our role includes acting on your behalf to help resolve claims and delays with the carrier. If you have not already done so, please contact us with the details of your shipment and your claim so we can help escalate the matter with the carrier.
  Again, we understand how serious your concerns are and want to do what we can within our role to assist.
  Thank you.

  Customer Answer

  Date: 05/21/2025

  This company is manipulative and makes fraudulent contracts. I want them to provide any signed contract they have from me with my actual signature on it. The contract which I signed is attached and was $1600.

   

  Then they were communicating behind my back with mover company called ************ and told them to hold my delivery and were asking me a totally of $5560 instead. 

   

  They sent me threatenning messages which is attached. Then they tell BBB that they have nothing to do with this. They put me in extreme stressful situations and cost my thousands of dollars on medical supplements, etc. which were on hold, hotel room, and lost packages. 

  They have to pay back my damages and send official apology by the owner

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23257382
  
  I am rejecting this response because:

  This company is manipulative and makes fraudulent contracts. I want them to provide any signed contract they have from me with my actual signature on it. The contract which I signed is attached and was $1600.

   

  Then they were communicating behind my back with mover company called ************ and told them to hold my delivery and were asking me a totally of $5560 instead. 

   

  They sent me threatenning messages which is attached. Then they tell BBB that they have nothing to do with this. They put me in extreme stressful situations and cost my thousands of dollars on medical supplements, etc. which were on hold, hotel room, and lost packages. 

  They have to pay back my damages and send official apology by the owner

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

  Business Response

  Date: 06/10/2025

  We appreciate your message and are truly sorry to hear about your experience. We understand how stressful a long-distance move can be, and we take all concerns regarding communication, pricing, and delivery seriously.
  According to your signed agreement with American Way Moving LLC, you elected to receive a "Binding to Not Exceed" estimate in accordance with 49 CFR 371.113(c)(1), based on the itemized list of household goods you provided. As outlined in Section 9 of your contract, the total cost of your move was not to exceed the estimate provided that all items, services, and conditions were accurately disclosed to our estimator in advance.
  Per your contract:
  If any additional pieces, packing services, weight, or labor services are added at the origin or destination to those quoted, the customer shall be charged for these services at the governing tariff rates.
  If your final inventory or service requirements exceeded what was originally listedwhether in weight, volume, or services requiredadditional charges may have been incurred in accordance with the governing tariff.
  Furthermore, American Way Moving LLC is a licensed broker, and your contract indicates that we act to arrange transportation services between customers and FMCSA-licensed motor carriers. The carrier assigned to your move, ************************, was contracted to complete the physical relocation. Once a carrier is assigned, they assume responsibility for the handling, transport, and delivery of your goods. As outlined in Section 14:
  All pickup, load and/or delivery dates are only estimates There are absolutely no guarantees made, expressed or implied regarding pack, load, and/or delivery dates.
  Additionally, delivery from ******** to ******* (approximately 850 miles) falls within our estimated delivery window of 214 business days, depending on the carriers routing and scheduling.

• Initial Complaint

  Date:04/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  date of transaction 3/16/25 amount paid ******* deposit for moving from ** to ********I spoke to **** on 3/16/25 to discuss our move to *******. We had planned on moving by the end of May. **** gave me a quote of ******** for the move. Which included all my furniture ( that I which to take, 100 boxes and my 2 tikes. I paid the request deposit. When i got off the phone I decided to check the reviews. In looking over the reviews I noticed that a lot of people were complaining about being charge a lot more money on the days the movers came to load. so I called back and was transferred to ***** the lead person there. We did a video walk through of my home and by the time he finished the quote was over ********* without my tikes. I told ***** we could not afford that much and I wanted to cancel my order and I wanted my money back. I had not signed any papers yet. The he said he would cancel it and I would get a refund. The next day the office manager called me and said he wanted to try and fix the problem. when he called I had just found out that we were not going to be able to move because we had just found out that the house I owed at this time had a lot of problems we need to fix and I did not know how long it would take plus the price had gone up way to high for us. So I would like a refund, he said oh ok I will put in for a refund. I tried to call customer service on 3/24/25 was on hold for 2 hours and then I was disconnected. I emailed them on 3-26,3-27. finally on 3/27/25 they emailed me back and told me the refund was submitted. I emailed them 4 times since then and they do not answer my calls and I still do not have my money back.

  Business Response

  Date: 04/22/2025

  We have notified the billing team of this customer's request for a refund to be processed. Thank you. 

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23214837
  
  I am rejecting this response because: they text me on April 16 and asked for my address so they could mail a check. One week later still no refund. They continue to make promises and never follow through
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:04/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My move (job id ********* was picked up 4/14 by the movers (B&M movers) on Monday, and the movers were charging us over double the estimated price (for double the space!), which ended up being $3052 including the deposit (original estimation was $1876) . We would like an explanation for why the estimate is completely off,(not just a little), and a request for refund for the extra charge we had to pay ($1176), because according to ***** ******** from American Way Moving, as long as Im accurate about my inventory list I should be fine.I believe the this is not simply I had too much stuff issue as I have made it very accurate of how many boxes and stuff I had and updated it with ***** on Friday 4/11. I think American Way Moving should take the responsibility for inaccurate estimation and lack of clear communication with third-party movers.1. When movers came in to do the evaluation, they didnt have the updated estimate bill. I had to send them the new estimate (updated after calling ***** ******** on Friday 4/11), they ended up saying I need double the space (600cft) listed on the estimate (300cft). ***** confirmed its going to be 290cft with the new estimation. So it doesnt make sense that I will need 600cft even if I had inaccurate estimation due to different box sizing, etc.2. We tried to explain to the movers that ***** did the inventory update and had an estimation of below 300cft, but the movers said the space calculation didnt actually update to reflect the new inventory list with additional items, despite American Way Moving confirmed with me their estimation system is mostly accurate.

  Business Response

  Date: 04/22/2025

  Thank you for bringing your concerns to our attention regarding your recent relocation with American Way Moving LLC. We truly value all customer feedback as it helps us continue to improve the quality and clarity of our services.
  We understand your frustration regarding the difference between the original estimate and the final charges, we would like to offer the following explanation:
  Estimate Based on Inventory Provided: As stated in our policy and confirmed in your signed agreement, you elected to receive a "Binding to Not Exceed" estimate, based on the inventory you provided in lieu of a physical survey. Per 49 CFR 371.113(c)(1), this method of estimating is valid provided that the customer gives an accurate and complete list of all household goods and services required.
  Updated Estimate Not Reflected in Actual Volume: While you did update your inventory with our representative on 4/11, the final volume required for transport was significantly higher than what had been represented in your item list. The estimate was based on a volume of approximately ****** cubic feet; however, on the day of the move, the third-party carrier (B&M Movers) determined that the shipment volume was closer to 600 cubic feetdouble the original estimate.
  Carrier Calculation and Additional Charges: Once the actual volume exceeded the estimate, and due to the fact that the additional volume was not captured in the original list provided, additional charges were assessed in accordance with the governing tariff. This is consistent with our policy that states:
  "If any additional pieces, packing services, weight, or labor services are added at the origin or destination to those quoted, the customer shall be charged for these services at the governing tariff rates."
  Carrier Estimate Adjustments: We acknowledge your concern that the carrier did not initially have the updated estimate on hand and appreciate you providing it to them. However, even with the updated list, the final volume required significantly more space and labor than estimated. The difference is not attributed to miscommunication but rather to the presence of additional items or underestimated item dimensions and box counts, which were not fully accounted for during the inventory update.
  Responsibility and Resolution: American Way Moving LLC makes every effort to provide accurate estimates based on the information we receive. It is important to note that any variance in inventory, box sizes, or item types not explicitly disclosed may result in revised charges. While we sympathize with your situation, based on the binding estimate terms and the final verified volume transported, the charges assessed were appropriate under our policy and tariff regulations.
  That said, we sincerely apologize for any confusion or inconvenience you experienced.

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted American Way Movers in March to help me and my family move across the country. I put down a $1238 deposit. There was difficulty with closing on our house, so I decided to cancel later that day VIA email because I was unsure when we would close and how our moving process would change. I did not receive a cancellation email at all. I called them on Monday to ensure they had received it. They said that they had and that someone from accounting would be in contact with me later that day to process my refund. I did not hear from anyone. I sent a second email within the 72-hour period and did not hear a single thing. I received a voicemail from one of their representatives stating that I cancelled and that she wanted me to contact her; I did contact her and also canceled with her. I called again and was given the same response. I waited a week and emailed again, I received one response asking for my job number. I responded with my job number, and then it was radio silence again. Monday, April 7th, was my last attempt at contacting them. I reached out to their third-party user seamless checks and told them that I would be reaching out to the BBB if they did not respond and could not provide me with a cancellation email and refund estimation. This was a tough move on my family and the money they took from us and have not refunded made it even harder. The BBB is our last step for help before seeking legal advice.

  Business Response

  Date: 04/22/2025

  We have notified our billing team of your refund request. Thank you.

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family used contacted this company for ***** from *** to ******* her broker was ****** ( ***** *****) who refuses to return our money even though services were not rendered. My mother sent the deposit of $1028. The movers were asked to come at 9 am not earlier because the freight elevator would not be available ealry in the morning. They came around 7:30 am that morning. My mother explained to them why she requested 9 am but figured maybe they came ealry to start packing. They mover who didnt speak clear english lied and told whoever he was on the phone with that my mother refused services and she didnt. She sent the freight elevator schedule and asked for them to come at 9 am which you will see in the text message attached.When arriving to my apartment the mover immediately asked my mother why did she go through a broker. Not sure why he felt they need to question that but it made my mother fill uncomfortable, he also was looking around as if he was trying to assess what she had to see if he could get more money.When she inquired about the extra cost he was claiming he wouldnt answer with the amount. They also had other peoples belingngs in their truck and said they needed another truck When my mother explained that the frieght wouldnt be availble he made a phone left and never came back and lied and said she refused *********** mother is in a wheelchair and uses a ****** I dont appreciate my family being taken advantage of. my mother has reached out serveral times by phone and email and no repsonse. All we want is out money back for services not rendered. this company should be ashamed of themselves wiht the way they treat their customers .

  Business Response

  Date: 04/22/2025

  Thank you for bringing this matter to our attention. We sincerely regret that your experience did not meet your expectations, and we appreciate the opportunity to respond to the concerns raised.
  According to our records, your move was coordinated through our brokerage services with an assigned carrier. A deposit of $1,028 was collected to secure the reservation and initiate the services. As outlined in our agreement, all pickup and delivery times are estimates and subject to change due to factors outside of our control. This policy is clearly stated in Section 14 of the contract, which notes:
  ALL PICKUP, LOAD AND/OR DELIVERY DATES ARE ONLY ESTIMATES... THERE ARE ABSOLUTELY NO GUARANTEES MADE, EXPRESSED OR IMPLIED REGARDING PACK, LOAD, AND/OR DELIVERY DATES.
  On the scheduled pickup date, the assigned moving team did arrive earlier than the requested time of 9:00 AM. We understand that this caused some confusion, especially with the restrictions involving the freight elevator. While we apologize for the early arrival, there is no indication that our team refused service. According to the carriers report, services were declined onsite.
  Per Section 20 of our agreement:
  ANY REFUSAL OR DENIAL OF SERVICE, EITHER VERBALLY IN PERSON OR OVER THE PHONE, WILL BE TREATED AS A LATE CANCELLATION MADE OUTSIDE OF THE CANCELLATION WINDOW. I UNDERSTAND THAT NO REFUND WILL BE ISSUED IF I REFUSE OR DENY SERVICE ON THE DAY OF PICK UP.
  We understand that there may have been a miscommunication at the time of pickup, particularly if there were language barriers or misunderstandings. We do not take lightly the concerns regarding how your mother felt during the interaction. We never want a customerespecially someone in a vulnerable positionto feel uncomfortable or mistreated. We will be addressing this internally with the assigned carrier.
  While we are unable to issue a refund due to the cancellation policy and our contractual terms, we would be happy to reschedule your move and send a different team to complete the service. Please contact us at your earliest convenience so we can coordinate a new date and ensure that your needs are fully met.
  We remain committed to resolving this matter in a professional and fair manner.

  Customer Answer

  Date: 04/27/2025

  I did not cancel the services. The mover called his supervisor and HE TOLD HIM TO LEAVE. They walked away from the job. He told me and they left.

  He was on speaker. Two people were in the room with me. The man that called back said the calls were being recorded and I was glad because none of it was making any sense. I believe the movers name was *******, he said we have to leave and my son walked them to the door. They walked out as directed. As I stated before something wasnt right about any of it. 
  I paid a deposit for a premium package that included packing, two people showed up and left on their own I did not cancel or ask them to leave. When ******* callled he said he didnt know what he would be doing until he saw the contract. Why was he 35 minutes from my home and not know what the job consisted of?They cancelled as directed by the man on the phone.  I told them I would change the scheduled freight time from12pm -9am once the office opened at 9am. There was as at least 2-3 hours worth of packing they could have done prior to needing the freight. The time was confirmed via text and contract. They made that change the morning of.
  Prior to receiving the BBB response I requested arbitration according to their policy. They havent responded to it. They know they walked away from the job and I did not cancel service.  My family was driving from out of state to bring me to ******* , I was on their time constraints and needed to get on the road. They had to stay in a hotel spending more money because I wasnt ready to leave because the movers didnt take my belongings. Disgusting they would blatantly lie. Im on a fixed income with limited mobility I needed the service and paid the deposit in good faith trusting they would do  the job.Refund my money $1028

  Customer Answer

  Date: 04/27/2025

  Attachments show when calls came in from the movers to say they were 35 minutes away I assumed and asked if it was because they wanted and early start with packing He said he doesnt know what theyll be doing until he  sees the contract I inquired again and he said the same thing like he didnt have the answer but I asked because we confirmed the day before via text 9am arrival and freight was scheduled ***** ***** said the 4 movers would be coming from ** The mover said he was from ************ and thats what the call info has as well I feel this was purposely set up for a fail As long as I notified my management of the change in time for freight its fine. Theres no moving b4 9am they knew that so that was not an issue especially because nothing was packed It cant be moved unless its packed By the time 2 men not 4 as discussed and stated in contract once they finished packing they could use the freight elevator. They tried to  use  it as an excuse and leave and I said its not an issue then the mover called his boss and said he said leave. I did not cancel!  To this day no one has returned my calls text or email.

  Customer Answer

  Date: 04/27/2025

  Attachments show when calls came in from the movers to say they were 35 minutes away I assumed and asked if it was because they wanted and early start with packing He said he doesnt know what theyll be doing until he  sees the contract I inquired again and he said the same thing like he didnt have the answer but I asked because we confirmed the day before via text 9am arrival and freight was scheduled ***** ***** said the 4 movers would be coming from ** The mover said he was from ************ and thats what the call info has as well I feel this was purposely set up for a fail As long as I notified my management of the change in time for freight its fine. Theres no moving b4 9am they knew that so that was not an issue especially because nothing was packed It cant be moved unless its packed By the time 2 men not 4 as discussed and stated in contract once they finished packing they could use the freight elevator. They tried to  use  it as an excuse and leave and I said its not an issue then the mover called his boss and said he said leave. I did not cancel!  To this day no one has returned my calls text or email.

  Customer Answer

  Date: 04/27/2025

  Attachments show when calls came in from the movers to say they were 35 minutes away I assumed and asked if it was because they wanted and early start with packing He said he doesnt know what theyll be doing until he  sees the contract I inquired again and he said the same thing like he didnt have the answer but I asked because we confirmed the day before via text 9am arrival and freight was scheduled ***** ***** said the 4 movers would be coming from ** The mover said he was from ************ and thats what the call info has as well I feel this was purposely set up for a fail As long as I notified my management of the change in time for freight its fine. Theres no moving b4 9am they knew that so that was not an issue especially because nothing was packed It cant be moved unless its packed By the time 2 men not 4 as discussed and stated in contract once they finished packing they could use the freight elevator. They tried to  use  it as an excuse and leave and I said its not an issue then the mover called his boss and said he said leave. I did not cancel!  To this day no one has returned my calls text or email.

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23180400
  
  I am rejecting this response because:

  I did not cancel the services. The mover called his supervisor and HE TOLD HIM TO LEAVE. They walked away from the job. He told me and they left.

  He was on speaker. Two people were in the room with me. The man that called back said the calls were being recorded and I was glad because none of it was making any sense. I believe the movers name was *******, he said we have to leave and my son walked them to the door. They walked out as directed. As I stated before something wasnt right about any of it. 
  I paid a deposit for a premium package that included packing, two people showed up and left on their own I did not cancel or ask them to leave. When ******* callled he said he didnt know what he would be doing until he saw the contract. Why was he 35 minutes from my home and not know what the job consisted of?They cancelled as directed by the man on the phone.  I told them I would change the scheduled freight time from12pm -9am once the office opened at 9am. There was as at least 2-3 hours worth of packing they could have done prior to needing the freight. The time was confirmed via text and contract. They made that change the morning of.
  Prior to receiving the BBB response I requested arbitration according to their policy. They havent responded to it. They know they walked away from the job and I did not cancel service.  My family was driving from out of state to bring me to ******* , I was on their time constraints and needed to get on the road. They had to stay in a hotel spending more money because I wasnt ready to leave because the movers didnt take my belongings. Disgusting they would blatantly lie. Im on a fixed income with limited mobility I needed the service and paid the deposit in good faith trusting they would do  the job.Refund my money $1028

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

  Customer Answer

  Date: 04/28/2025

  I did not refuse service. In fact for an half hour, I tried to gain clarity on what the disconnect was between the movers and I. I have two witnesses that can attest to American Way Moving contractors   making the decision to walk out angrily on the job (Not even started) due to being unprepared to conduct the services I paid for because they did not receive or read the details of the contract prior to informing them about the amount of items that needed to be packed and moved. In addition when I asked for a new quote several times they attempted to avoid the question until they were instructed to leave by their superior. 
  Even if the above did not happen, which in fact it did, according to American Way Moving Refund Policy (that is now removed from the website) the following did not take place
  No packing occurred on February 27th, 2025 as promised
  No loading occurred on February 27th, 2025 as promised.
  No Storage occurred on February 27th, 2025 as promised.
  No transportation of property occurred on February 27th, 2025 as promised.
  No physical move  commenced   on February 27th, 2025 
  Therefore im entitled to a complete refund.
   In addition I had to pay a moving company to wrap, pack and ship my belongings plus a last moving inconvenience  fee charge. Receiving services from the American Way Moving contractors was ideal and budgeted out,  so in fact I did not cancel the services. Due to me not wanting to make a decision without a quote, the contractors left out of frustration. 
  Let me know specifically what evidence you need so I can provide it.
  

  Business Response

  Date: 05/05/2025

  According to our records, your move was coordinated through our brokerage services with an assigned carrier. A deposit of $1,028 was collected to secure the reservation and initiate the services. As outlined in our agreement, all pickup and delivery times are estimates and subject to change due to factors outside of our control. This policy is clearly stated in Section 14 of the contract, which notes:
  ALL PICKUP, LOAD AND/OR DELIVERY DATES ARE ONLY ESTIMATES... THERE ARE ABSOLUTELY NO GUARANTEES MADE, EXPRESSED OR IMPLIED REGARDING PACK, LOAD, AND/OR DELIVERY DATES. We cannot offer a refund based on these terms as services were attempted. We are happy to reschedule a pick up that still goes based on the estimate the customer signed and agreed upon. Thank you.

  Customer Answer

  Date: 05/13/2025

  What records are you referring to? Please send a copy of records which Im assuming is the contract? What is the name of the contractor? 
  Please send over the agreement that outlines this clause. What does it mean for services to be initiated there was no service or start of service therefore nothing was initiated. However if a service was initiated doesnt that mean you and I are in expectation that service will be provided? 
  
  According to tort contract law, you can be held liable due to the harmful actions of the third contracted party. You benefited financially, the party you contracted did not provide the service they promised to me and  then I acquired additional unexpected expenses. You would not contract the third party if it was not beyond implied of guaranteed service. You wouldnt have a business. 
  
  The delivery date was not an issue. The change of estimate was not the issue. The contractors refused to provide a new estimate after being asked a number of times. I cant pay an estimate if I dont know what the estimate is. The contractors did not want to provide an answer therefore they  left in frustration. 
  
  In addition the movers were not prepared to provide service as they did not have any boxes or wrapping material, maybe because they didnt read  the contract prior to arriving. Yet arrived two hours early, for what, to scam me out of money with no intention of fulfilling the contract. They stated they could leave and do another job and blamed it on the freight availability, Which makes no sense because my items were to be packed by American Moving as agreed in the premium package I submitted a $1028 deposit for.  (See text from broker, ***** ***** ) 
  Everything that day was in your control. 
  
  Ensuring the right size vehicle and space, boxes, wrapping materials was being provided. Ensuring that the contractors had all the information they needed to know about the move. It was all spelled out in the contract and they claim to have little to no information. 
  
  There are a number of Guaranteed service  implied in fact extensively. I placed a deposit because services were beyond implied with a date and time. The contracted movers showed up on the day requested. I had every reason to believe services were beyond implied Guaranteed Service 
  I have (2)two witnesses who can attest to the movers making an intentional decision not to provide an estimate and walked out under the direction of their supervisor. 
  
  I did not refuse service. They refused to attempt or provide services. 
  
  In addition not returning calls, text and emails were in your control to resolve the situation yet intentionally ignored communication. 
  
  What would be the reason or benefit for me to refuse service? That would cost me more in the end fiscally while also disrupting  my thought out timeline that includes other peoples schedule aligning with mine. That in fact was the result. 
  Are you still accepting jobs from broker, ***** ***** since I was questioned about using a broker, did you all split my money? Are you even reading my responses and attached justifications ? Im asking because you continue to offer moving services that are no longer needed because your company neglected to fill the contract hence the need for me to secure an alternative, a reliable and trustworthy moving company at my expense with additional cost for one day notice.
  I meet the criteria for your advertised refund policy. Refund my $1028.