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:07/29/2025

  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 had a scheduled move with this company from ***********, ** to ****, ** with a window of 7/26/2025-7/28/2025. I was supposed to receive a 24 hr notice call before they would come. I never received any communication after signing their bill of lading. The last date of my pickup window arrived and I called and emailed with no answer. I was basically ghosted by this company along with them keeping my $600 deposit.

  

  Business Response

  Date: 07/29/2025

  We attempted to notify you of our arrival by phone, at which point you responded with hostility and indicated you had contacted law enforcement. Additionally, it appears a review was submitted under a different name, which, along with this complaint, contains false and misleading information. We respectfully request that both be removed.

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23664638
  
  I am rejecting this response because: 1. This is a complete lie. 2. No one from moving solutions ever once tried to call me, I had been trying to call them ALL day on 7/28 with no answer or call back. 3. I never called law enforcement nor threatened to call law enforcement. When someone FINALLY reached out to me from luxury movers, they were trying to come at night which made me extremely uncomfortable. There has been no communication from moving solutions and now they are trying to lie.
  
  Sincerely,
  
  Nolanah ******

  

  Business Response

  Date: 07/29/2025

  Luxury Movers was your assigned carrier who is who provides the pickup times as you were stated.  Your lie, saying we lied, proves the truth.  

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23664638
  
  I am rejecting this response because: I dont know what type of unprofessional response this is, but it says a lot about your business. I wasnt connected with or even informed of the name luxury movers until 5pm on 7/28. As stated in the email attached, I shouldve been informed of pick up approximately 24 hours in advance. I hadnt been able to get anyone on the phone or email for moving solutions since my QA call on 7/24. Not to mention their form of payment is Venmo with an email associated with a completely different moving company. Your many other negative reviews say a lot about this business youre running. 
  
  Sincerely,
  
  Nolanah ******

• Initial Complaint

  Date:07/10/2025

  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 booked a move with Moving Solutions, a broker company, and paid a deposit of $1810.95 on 04/08/2025. My scheduled move was for August 1719. I recently discovered widespread reports that this company uses bait-and-switch tactics, often doubling prices at pickup and operating deceptively.On July 9, I submitted a formal cancellation request by email, well over 7 business days in advance of the move date. Their own cancellation policy states:"Moving Solutions DOES NOT HAVE A CANCELLATION OR DATE CHANGE FEE if your move is canceled more than 7 business days before your first scheduled pickup date."Despite this, they denied my refund, citing a supposed Bill of Lading (BOL) signed on April 7. However, I have no recollection of signing a BOL, and they have not provided a copy despite my request. They now claim the deposit is non-refundable due to the 72-hour BOL clause, which contradicts the 7-business-day policy provided to me in ********** services were rendered, and they are refusing to return any portion of my deposit. I believe this is a deceptive business practice and request assistance in recovering my funds.

  

  Business Response

  Date: 07/10/2025

  We appreciate the opportunity to respond to the complaint filed by Ms. ***** **************** regarding her reservation and deposit refund request.
  Background:
  Ms. **************** booked a move with our company, Moving Solutions, on April 7, 2025. She signed and electronically submitted both the Binding Estimate and Interstate Bill of Lading on that same day (April 7, 2025 at 4:25 PM ET), from IP address **************. These documents clearly outline the terms of service, cancellation policy, and refund eligibility.
  
  Key Contractual Terms (Signed and *****************************************start="807" data-end="810"> As stated in the signed estimate, and reiterated in the Bill of Lading, the cancellation policy reads:
  Moving Solutions DOES NOT HAVE A CANCELLATION OR DATE CHANGE FEE if your move is canceled more than 7 business days before your first scheduled pickup date or 72 hours from signing the **** whichever comes first.
  The customer electronically signed the *** on April 7, 2025. Therefore, the refund deadline was April 10, 2025, not July.
  Deposit Use & ***************************start="1317" data-end="1320"> Our contract explains that broker services begin immediately upon booking, including reserving truck space, dispatch operations, and routing. These activities incur real operational costs. Accordingly, if cancellation occurs after the 72-hour window (as in this case), the deposit becomes non-refundable. This is standard and fully disclosed.
  *** ******************start="1693" data-end="1696"> Contrary to the claim that no *** was signed, both the Estimate and the Interstate Bill of Lading were electronically signed by Ms. **************** and time-stamped. These documents are attached with full metadata and match our records.
  
  Conclusion:
  Ms. ***************** cancellation request on July 9, 2025, was made months after the binding agreement was executed and well beyond the 72-hour refund eligibility period. While we understand her change of plans, her deposit was used to cover administrative and dispatch work already performed on her behalf.
  We respectfully decline the request for a refund, as it would contradict the clearly agreed-upon and federally compliant terms.
  We remain willing to assist Ms. **************** in rescheduling or transferring her reservation for up to 12 months from the original move date at no additional charge.
  
  Additionally, just as some individuals may make unfounded claims about bait-and-switch tactics, it's not uncommon for customers to dispute terms they previously accepted or claim they never signed documentsdespite clear evidence to the contrary. Once terms are agreed upon, they apply equally whether the outcome is favorable or not.
  In Ms. ***************** case, we communicated that we were actively working to reroute the assigned truck in an effort to recover part of the costs and potentially issue a partial refund. However, responding to unfounded complaints and mischaracterizations diverts resources and may increase the cost and complexity of rerouting efforts.

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23582064
  
  I am rejecting this response because:

  I appreciate the companys response but would like to clarify and contest several key points:

   - Lack of Clear Consent to a *********************************start="2481" data-end="2484"> I was never explicitly informed that I was signing a binding Bill of Lading when I booked services. The document was presented as part of a general estimate process, not a finalized moving contract. I did not understand I was waiving my right to a refund within 72 hours of signing something months before the move. At all times the sales representative assured me I can cancel and get a full refund until 7 days prior to the moving date (August 17), as it is stated several times in the email and estimate (i.e. ""Deposits are non-refundable if services are cancelled within five (5) business days of your first pick up date. "; and " "Moving Solutions DOES NOT HAVE A CANCELLATION OR DATE CHANGE FEE if your move is canceled more than 7 business days before your first scheduled pickup date.") 

  - ****************************************start="2842" data-end="2845"> *********** clearly stated in an email that Moving Solutions does not have a cancellation or date change fee if your move is canceled more than 7 business days before your first scheduled pickup date. I relied on this information in good faith when canceling over a month in advance. It is misleading to add "or 72 hours after signing the **** whichever comes first.". First, I had no idea what the initial meant, and also, 72 hours after signing the *** will always come before that 7 business days before your first scheduled pickup date, sentence that is stated several times in the estimate.

  - ***********************************start="3168" data-end="3171"> No truck ever arrived, no items were packed or moved, and no actual relocation occurred. I asked for a breakdown of any supposed costs, and none was provided. It is unreasonable to withhold 100% of a deposit of almost $2,000 without transparency or tangible service delivery.

  - Pattern of ****************************start="3471" data-end="3474"> My experience is consistent with widespread online reports of bait-and-switch tactics, aggressive refund denials, and misleading cancellation terms by this broker. I respectfully request that my deposit be refunded in full or at least partially based on fair business practices and the cancellation policy initially communicated to me.
  

  Thank you for your consideration,
  ***** ****** *********
  

  

  Business Response

  Date: 07/15/2025

  Dear Ms. *********************** appreciate your continued communication and the opportunity to respond to your concerns in full.
  1. Consent to Contract and Signature Validity
  On April 7, 2025, you electronically signed both the Binding Estimate and the Interstate Bill of Lading (***) from your IP address **************. These are federally recognized legal documents, and your digital signature is fully valid and binding under the Electronic Signatures in Global and National Commerce Act (ESIGN).
  The signed *** specifically states:
  "I, ***** ******, acknowledge I have read and agree to all the terms and conditions on both sides of this Bill of Lading contract."
  Additionally, the estimate includes an explicit cancellation clause:
  Moving Solutions DOES NOT HAVE A CANCELLATION OR DATE CHANGE FEE if your move is canceled more than 7 business days before your first scheduled pickup date or 72 hours from signing the **** whichever comes first.
  This clause is repeated verbatim in both documents and was acknowledged by signature. The 72-hour condition is not a hidden termit is part of the agreement you accepted.
  
  2. Cancellation Timing and Policy Enforcement
  You signed the *** on April 7, 2025. Your cancellation request was submitted on July 9, 2025more than 90 days later and well outside the 72-hour window. This renders your deposit non-refundable under the terms you agreed to. The 7 business days before pickup clause would only apply had the *** not already been executed.
  
  3. Services Rendered
  Although no truck was physically dispatched, significant backend services were provided:
  Reservation of truck and crew for the requested route
  Blocking out calendar capacity
  Routing and dispatch planning
  Reservation of carrier space and time allocation
  As stated in the agreement:
  Dispatch services begin immediately upon booking your reservation The deposit covers the costs to get it to your door.
  These are real and allocable expenses incurred on your behalf as part of the agreed-upon service.
  
  4. Allegation of Deceptive Practices
  We strongly dispute any suggestion of deception. Moving Solutions has coordinated over ****** successful relocations and maintains a 99.7% customer satisfaction rate. To suggest widespread deceptive practices is both factually incorrect and ethically unfair to the professionals who perform their duties in good faith.
  We stand by our agreements and legal responsibilities. We also remain transparent and accountable, as demonstrated by our continued responses and documentation.
  
  Final Position
  Your deposit was collected in accordance with a fully executed and enforceable contract. While we regret that you have chosen not to proceed with your move, the request for a full refund is not contractually or legally supportable. We have, however, offered to place your move on hold for up to one year at no additional cost, should your plans change.
  We consider this matter closed unless new and relevant information is provided.
  
  
  Your follow-up reiterates the same core claims as your original complaintonly now shifting from stating that you "did not sign" the contract to claiming you "did not know" you were signing a binding agreement.
  We understand your concerns but must be clear: your request for a full refund appears to be based on fear prompted by negative reports from unrelated third partiesnot on any failure by us to uphold the terms you agreed to. This does not constitute grounds to disregard a valid and enforceable contract.
  What you are asking us to do is void a binding agreement after the cancellation period has passed, with no contractual basis. If we make exceptions for one customer, we undermine the purpose of having written agreements at all. That is not a precedent we are willingor legally obligatedto set.
  We have acted in accordance with the terms you reviewed and signed. While we regret that youve changed your mind, we are not able to break a contract simply because it is no longer convenient for one party.

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23582064
  

  I appreciate Moving Solutions response but must reiterate my request for a refund based on misleading communication, lack of informed consent, and failure to provide tangible services.

  1. Misleading Cancellation Policy Communication
  In written communication from Moving Solutions, I was informed that:
  Moving Solutions DOES NOT HAVE A CANCELLATION OR DATE CHANGE FEE if your move is canceled more than 7 business days before your first scheduled pickup date.
  This email led me to believe I was well within my rights to cancel with no penalty when I submitted my request on July 9, 2025more than five weeks before my scheduled move (August 1719). There was no clear explanation provided to me at the time of booking that this right would expire just 72 hours after signing any document. That clause was never verbally communicated, nor emphasized in the booking process.
  

  2. Lack of Informed Consent
  While the company states I electronically signed the Binding Estimate and **** of Lading on April 7, 2025, I was under the impression I was simply agreeing to receive servicesnot entering into a final, non-refundable contract. The process of obtaining my signature did not include proper explanation or visibility into the implications of the 72-hour clause. I was not provided with a meaningful opportunity to understand the consequences of signing these documents.
  

  3. No Services Rendered
  No truck was dispatched, no physical labor was performed, and no move occurred. The company claims administrative costs such as routing and reserving space, but has not provided any breakdown of expenses or evidence of incurred costs. Retaining 100% of my deposit for intangible backend actionsespecially after I canceled well in advance of the movefeels disproportionate and unfair.
  

  4. Unfair and Deceptive Practices
  My experience aligns with a broader pattern of complaints against this company, in which consumers report last-minute price increases, aggressive refund denials, and unclear contract terms. I believe their practices violate consumer trust and rely on technicalities to trap customers into non-refundable agreements.
  
  Requested Resolution:
  I respectfully request a full or partial refund of my deposit. I hope Moving Solutions will reconsider their rigid stance and resolve this in good faith. Customer satisfaction should always be at the top of any business. If no resolution is reached, I reserve the right to share my experience publicly to warn other consumers

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

• Initial Complaint

  Date:06/26/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband is disabled. Company refusted to take into accommodation his disability with a quick move. We were told this was a shared move. First family in **, then us in *************, **, then the last family would be delivered in ********. We were told the company could only drive 500 miles a day so it may take 2-3 days We don't know where our household items and furniture even are (picked up in ********** 6/8/25 and supposed to be delivered to **************, ** on 6/11/25). It has been 18 days. This company is apparently a broker. Contracted out to DSY in GA and then Blue Diamond out of KC, **. The license plate was MO, the *** belonged to ******. Looks like a big federal level scam including a violation.We have spoken to police in *************, **, **********, **, KC, **, ******, **, *************, **, ******, ** and *************, **.

  

  Business Response

  Date: 06/26/2025

  This complaint is un true.  Attached is their signature requesting storage, it is 2 days past the *** on a 7-14 business day route that can be slowed with storage (that they requested), we have spoken with authorities and they advised mental illness seems to be involved.

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23523257
  
  I am rejecting this response because:

  number 1 - we did not request storage, we were told up to 14 days of storage was available if we didnt know where we were moving but we provided a physical address and we said our date for receiving was the next day 6/9 and the driver wrote asap on the receipt. We called repeatedly and no one would tell us where our things were and when or if we would receive them. 
  

  number 2. No less than 7 different moving companies names are now associated with this complaint. DOT number on the Truck doesnt match the license plate, two more ********************** companies names come up
  

  number 3. My husband **** ***** does in fact have a physical disability verified by the ****************** and he informed them of this several times and asked for reasonable accommodations be given under the Americans with Disabilities act and he was denied, ignored and told that explaining that to the movers would not help our case. 
  

  number 4, in addition to any signed documents - multiple verbals promises and assurances were given that were never realized in any way or fashion. everything we were told on the phone when they sold us is not what happened at all. 
  

  number 5. Diagnosing and implying mental illness on our part to make your case is wholly reprehensible and untrue and unfair. 
  

  number 6. The US Department of Transporation has opened a file, as has the Department of Justice under the **** There are plenty of inadequencies and injustices here to warrant this complaint. 
  

  additionally, the local worker for the moving company told my husband over and over again that we were being cheated and overcharged - they werent filling the truck to the top and they were not measuring correctly - that man agreed with us that no extra charges should have been added on and the amount of items we had was within the limit of the original estimate. We have that helpers name and contact information as well as the driver he claims was cheating us. 
  
  Sincerely,
  
  ******* ***********-******

  

  Business Response

  Date: 06/26/2025

  The Americans with Disabilities Act ***** does not entitle anyone to free or expedited shipping services. Your husband the named customer and the individual identified as having a disability signed the storage agreement, which weve attached for reference. To now claim otherwise is misleading at best.
  Additionally, you are not listed on the account or associated documents. As such, your claims are based on secondhand information and do not reflect the facts of the agreement. Several of the statements youve made are inaccurate and do not align with the documented record of the move.
  We remain committed to clear communication and fair resolution, but we ask that all parties stick to the facts.

   

  **** ****** requested and authorized storage, as confirmed by his signature on the storage agreement.
  He was informed that delivery would occur within 0 to 30 business days from the First Available Delivery (FAD) date, which was two days ago. He also declined the option to pay for expedited shipping.
  Any evaluations or remarks regarding mental health were made by law enforcement agencies during your interactions with them not by us. Please refer to the written documentation for clarity before making further accusations.

  
  

• Initial Complaint

  Date:06/23/2025

  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.

  Took my deposit for a long distance move that never took place because I never moved.The real estate contract was cancelled by the seller leaving me no property to buy and move to.This company won't return my deposit from April 24th, ********** acct.ACH.Theyre totally ignoring me.They go as Moving Solutions.

  

  Business Response

  Date: 06/23/2025

  We do not have a customer by this name in our system. Refunds are processed strictly in accordance with our terms and are handled by automated systems, ensuring consistency and accuracy with minimal human oversight.
  In this case, its possible that the inquiry is being made by someone other than the actual customerperhaps a family memberwho may not be fully aware of the account details or eligibility status. However, without accurate records or matching information, we are unable to locate or verify the account in question.

• Initial Complaint

  Date:06/13/2025

  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 signed a binding moving estimate for a cost of $2,050 for 400 cubic feet of space. In between me signing the binding moving estimate, the company claimed there was an error and that I only purchased 175 cubic feet and they adjusted the contract without informing me of the change and just pressuring my fiancee to sign on the day of the move.

  

  Business Response

  Date: 06/13/2025

  Mr. ****** signed a binding estimate on April 30, 2025, for 175 cubic feet at a total cost of $2,050.00, including applicable surcharges and discounts. This is clearly reflected in the signed Bill of Lading and the summary of charges, which he acknowledged with full electronic consent prior to pick-up. He explicitly waived both a physical and virtual survey under 49 CFR § 375.401(a), which placed the responsibility for inventory accuracy on the customer.
  On the day of the move, the actual shipment volume far exceeded the 175 cubic feet covered by the binding estimate. A review of the pre-move inventory shows 6 items totaling 25 pieces and 400 cu. ft., while the handwritten load-day inventory confirms over 60 items and more than 800 cu. ft. — a dramatic increase.
  The difference includes dozens of additional boxes, multiple bed components, mattresses, bins, a cat house, lounge chairs, TV, snowboards, and more. These increases were acknowledged and physically signed for by the complainant’s fiancé, who was present during pick-up. Under 49 CFR § 375.403(a)(6), a mover is not required to honor a binding estimate if the customer tenders more household goods than agreed, unless a new estimate is signed. The revised volume and associated rate were explained on-site, and the move was voluntarily accepted under those terms.
  
  This complaint is not the result of a misunderstanding. It is a misuse of the complaint system. The complainant significantly increased the inventory, accepted the revised estimate, and received services accordingly. Our documentation is clear, complete, and legally compliant.
  We respectfully request this complaint be closed in favor of the business, and we have reattached the signed documentation for review. We stand by the fairness, legality, and transparency of our services.

  The complainant is disputing a move he personally rated 10 out of 10 for service, and which was completed at a cost lower than renting a U-Haul—before even factoring in fuel or labor. This complaint is entirely without merit.

  
  

  

  Business Response

  Date: 06/26/2025

  You attached an unsigned estimate. Please note, multiple estimates were sent, and you ultimately selected and signed one — as confirmed by the Bill of Lading you provided, which clearly indicates you agreed to 175 cubic feet, not 400.
  You acknowledged receiving 10/10 service, yet now claim the crew was chosen based on cost rather than your expectations. That position contradicts your own positive rating and undermines your complaint.
  Your total move cost was lower than what it would have cost to rent and drive a truck yourself. Given that, your complaint lacks merit and appears disingenuous.
  

  Customer Answer

  Date: 06/27/2025

  Why was this closed?

   

  I asked for documentation from the business that I signed a contract for the amount that they claimed, not for this to be closed. They stole over $800 from us. How is this consumer protection if you've sided with this malicious company in every complaint filed against them?

• Initial Complaint

  Date:06/03/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My move was picked up on 9 February and dropped off on March. I paid a total of $3980 to move from ** to ***I am currently missing multiple items from my shipment. I have attempted to maintain contact with customer service about my missing items since 24 March, a week after my shipment was completed. I have not received any replies. I even went through BBB to try and get in contact, which connected me with the person I've been emailing and I have yet to receive another response.

  

  Business Response

  Date: 06/03/2025

  ***********

   

  There are significantly lower levels of escalation to ask a question than filing a complaint.  Did you call us?  We dont have any call records of it if so.

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23414133
  
  I am rejecting this response because:

  I've reached out a few times over the phone. I've called *************, *************, and I've reached out through the BBB inquiry form. I was able to get on the phone with the person that I had emailed and initially gotten a response from via email through the BBB form, but with no further response.

  Further, I've reached out about five times via email to the one person who did respond to me.

  I don't care the overall communication, but I would like someone to at least follow up regarding my missing items. My complaint is in regards to my missing items. I will resolve this complaint whenever that, in particular, is resolved.

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

  Customer Answer

  Date: 06/03/2025

  This is a call log screen shot of communication.

  Customer Answer

  Date: 06/03/2025

  Email correspondence with moving company prior to BBB complaint.

  

  Business Response

  Date: 06/03/2025

  We do not handle claims, as we were never in possession of your items. You did not call the 888 number from the phone number listed on file, nor leave a voicemail, nor did you communicate with us via email.
  
  
  Your complaint is misdirected and an inappropriate form of communication.  You need to file a claim with *********** and if you need help doing that you need to call our office during business hours, which is all you ever had to do.
  
  
  

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23414133
  
  I am rejecting this response because:

  If you are going to make this about communication, then that's fine. Attached is the email correspondence that I had specifically with moving services and the one phone call I got from them through the BBB form. I'll have to take screenshots of my work phone log in the morning, but I have called the 888 number.

  If the *********** website would have been provided back in March, I would be as upset. I've been waiting on missing items since March. I then had to spend countless hours trying to find contact info for whoever has my stuff, while I was overseas. The fact that I was brokered to such a subpar company (************), should have been an indicator. I've started the process through CSI Pros, but I will continue to reject responses until I have my items back. Blue Diamond is one of the logistics companies underneath ***. Either this company can get whoever has my stuff to start responding, or I can keep this up.

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

  Customer Answer

  Date: 06/03/2025

  I called the 888 number just today and they're saying I've never called it. I have more screenshots from my work phone that I'll provide in the morning.

• Initial Complaint

  Date:05/27/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted Moving Solutions, LLC for an interstate household move from ****** to *******, scheduled for April 2122, 2025. I canceled the move in writing on April 1, 2025 and received acknowledgement on April 8, 2025, more than 9 business days before the pickup window which entitles me to a full refund under their own terms listed in the binding estimate that I agreed to. Please refer to supporting documents with the moving estimate contract terms and conditions to receive refunds. While they confirmed a refund would be processed on 5/13/2025 after more than 30 days from acknowledgement and multiple attempts to contact them were unsuccessful, they imposed an excessive 60-business-day delay and are requiring I sign a non-disparagement agreement in order to receive it. This clause would prevent me from filing reviews or complaints, of which I am most concerned to sign if they do not honor the refund acknowledgement terms, and appears retaliatory in nature. I believe this is a violation of consumer rights and a potential breach of federal regulations around interstate moving services. I am requesting BBB assistance to ensure a prompt, full refund without restrictions. I would also ask that any further conversations with Moving Solutions, LLC be through this channel or the ***** complaint, as trying to obtain a private resolution has been difficult with negative interactions with company personnel including emails, phone calls, and text messages (all of which I have documentation of). Thank you.

  

  Business Response

  Date: 05/27/2025

  Mr. ****** has had more than two weeks to provide the necessary banking information. If he believes we can somehow guess his account details, he is mistaken. This complaint appears to be a frivolous and unproductive attempt to create conflict.  Attached is confirmation he viewed the document 5/13/25 a full 14 days prior to filing this.

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23381638
  
  I am rejecting this response because I do not believe I have to sign a non-disparagement clause to receive a refund. This can be seen in the refund acknowledgement document (attached) that they want me to sign to receive the refund for the deposit. It also states they can just refund to the original payment which is a credit card, in that case they do not need my banking information. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 05/27/2025

  The terms of the agreement are standard, non-negotiable, and have been drafted by legal counsel and validated through prior legal proceedings. You may choose to sign the agreement and receive the refund as outlined, or decline.  

  Customer Answer

  Date: 05/27/2025

  Complaint: 23381638
  
  I am rejecting this response because a non-disparagement clause as a condition for refund is not considered standard practice in the moving industry or in most consumer-facing industries. While some companies use these clauses in settlement agreements, it is not standard or appropriate to tie them to a refund that is contractually owed, especially when no services were rendered. The ***** and the ************************ have both flagged such tactics as potentially unfair or deceptive under consumer protection laws.
  While I understand that you may have sought legal input in drafting this agreement, that does not justify conditioning a rightful refund on the waiver of my ability to share truthful experiences or engage with consumer protection agencies.
  I am requesting that you issue the full refund of $998 without additional conditions. If this matter cannot be resolved fairly, I will continue to pursue resolution through formal complaints with the appropriate agencies.
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 05/27/2025

  Attached is a supporting document that includes the binding estimate contract, request for cancellation and refund of deposit, acknowledgement of refund request, and refund acknowledgement document. This is supports my claims as fair and truthful in this complaint. 

  

  Business Response

  Date: 05/28/2025

  No one is attempting to withhold his refund. The refund documentprepared by our legal counselhas been in his possession for 18 days, 14 of which were before he filed this complaint. All thats required is his signature to proceed.

• Initial Complaint

  Date:05/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contacted Moving Solutions on Thursday, April 24 to get a quote for relocating out-of-state. Gave a brief list of items to move and was promised price matching. Was given quote and asked to make a deposit with the promise that I could cancel for full refund at least 1 week prior to scheduled pickup, which was not to be until May 31. I paid $1070. I left message for my agent to contact me on Monday, April 28. I was not contacted until Wednesday, April 30. Was given excuse when she tried calling it was a doctors office, when it was actually my employer and she could have asked for me. When I gave her additional items needing to transport, was quoted $900 more. Asked to cancel my service and asked for full refund since I was within the window given. I was not given any direction as to the proper cancellation process. I have left numerous messages and now nobody is returning my calls. There is absolutely no reason for them to keep my money! The cancellation policy is made to be confusing and no phone numbers are being provided.

  

  Business Response

  Date: 05/02/2025

  Cancellation requests must be submitted in writing to ********************************* as clearly stated in all documentation. The system automatically acknowledges receipt and initiates the cancellation process in full accordance with the contract. At no time is anyone instructed to make a phone call to request cancellation.
  
  
  

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23279963
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 05/02/2025

  That email address is not plainly available on the contraband the sales *** did not make it clear that is what needed to be done.  She could have sent those instructions, but instead just said she could not help me while I was struggling to call and speak to someone for further direction and guidance but was being ignored. No reason at all for them to keep my money. Its a scam!

  Customer Answer

  Date: 05/02/2025

  Heres part of the contract

  

  Business Response

  Date: 05/02/2025

  The policy is neither confusing nor being followed by making a call.  Attached is signature from estimate, cancel policy, and the signed BOL.

   

  Moving Solutions Cancellation & Refund Policy  
  Moving Solutions does not charge for cancellations or date changes made over 7 business days before pickup or within 72 hours of signing the Bill of Lading (BOL), whichever is earlier. Cancellations or changes within this period will at a minimum incur fees based on rerouting costs.  
  All cancellation and refund requests must be sent in writing via email or fax and acknowledged.  
  Refund processing fees are non-refundable.  
  Deposits are non-refundable if changes are made after the pickup window starts or a truck is dispatched.  
  Requests must be emailed to ********************************************************. Auto-reply confirmations will be sent, but requests made after business hours (5 PM EST), weekends, or holidays will be considered received on the next business day.
  
  
  
  

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23279963
  
  I am rejecting this response because:
  I contacted the company for cancellation. You have no right to keep my money. You have done nothing for it. It was a 3 days reservation and the move was over a month away. You have no right to my money as you are not providing me any services. Come on!!!!
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 05/06/2025

  I contacted this business within the appropriate time frame to cancel and get my deposit refunded. They are stealing my hard earned money. They did absolutely nothing for me and therefore I am due MY money back. Its not theirs to keep!

  Customer Answer

  Date: 05/06/2025

  I tried reaching out to my *** on Monday, April 28. When we finally got in touch with each other she conveniently said she couldnt get ahold of me due to my number being a doctors office. That was my employer. All she had to do was ask for me. When she quoted $900! more dollars to add items for my move, I requested to cancel both by phone and email!  They make it extremely difficult to understand refund policy. She could have forwarded my request immediately. This is a scam to steal our money!!

  

  Business Response

  Date: 05/06/2025

  If such an email exists, it was not sent to the designated cancellation department. Furthermore, the representatives response clearly directed her to follow the terms of the contract. Her own screenshots confirm she did not adhere to the contractual process and that she received a response, contrary to the claims in her complaint.

  Customer Answer

  Date: 05/06/2025

  I would like a good explanation as to why you deserve MY money? I did my part canceling in an ample amount of time and you are making all kinds of excuses. It would be different if I l caused you and your company some sort of loss. At this point you are thieves making excuses. 

• Initial Complaint

  Date:04/18/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 25, 2025, I paid a $948 deposit via e-check to Top Moving Solutions to coordinate my interstate move. I was promised that my move would be handled by a licensed, reputable carrier and that my items would be delivered same-day or next-day after pickup.Pickup was originally scheduled for April 12, 2025, but the movers (Cross Country Long Distance Movers, also known as New Destiny Moving Services) didnt arrive until April 13. They picked up furniture, six boxes, and three duffle bags. The following day, on April 14, I was charged an additional $831.56 by Cross Country after submitting a credit card authorization form and providing a photo of my ID and card, as instructed.Since pickup, I have not received my belongings. The delivery never arrived, and both the carrier and Top Moving Solutions have failed to provide accurate updates or support. Ive reached out to Top Moving Solutions multiple times and received no meaningful response or assistance in recovering my items. On April 14, 2025, I received a written message from a Moving Solutions representative stating that my belongings should be there today or tomorrow, no longer than that. He then said no later than Wednesday, after which he stopped responding. I have attached a screenshots of these messages to support my claim. I am requesting the immediate delivery of my furniture, boxes, and duffle bags. If that is not possible, I am requesting a full refund due to failure to fulfill the agreed-upon service. This experience has caused significant emotional and financial distress. This company needs to be held accountable for the dishonesty and potentially fraudulent activity.

  

  Business Response

  Date: 04/18/2025

  You signed in agreement over six times to the 030 business day delivery window. You were provided with clear instructions on who to contact for updates, and you are now referencing communications from individuals who were explicitly noted as not having delivery information. Our team has spoken with you daily to provide updates as a courtesy.
  Expedited delivery was available at an additional cost, and you declined that option. Filing a BBB complaint just six days after your first available delivery date is neither reasonable nor aligned with the terms you agreed to.

  Customer Answer

  Date: 04/18/2025

   I acknowledge the statement of the 030 business day delivery window. However, my issue stems from misleading verbal and written assurances given to me repeatedly by the Moving Solutions representative who was my main point of contact. As mentioned earlier, he told me that my items would be delivered same-day or next-day, and even stated things like "no later than Wednesday" after pickup. Regardless of whether the carrier is responsible for delivery, this individual represents Moving Solutions and should not have made delivery guarantees if he was not authorized to do so. Additionally, on April 18, 2025, at approximately 4:30 PM, I received a call back from a Moving Solutions representative named *****. When I expressed concern over the lack of professionalism and conflicting information, he shouted ILL SHOW YOU UNPROFESSIONAL and continued to scream at me in an aggressive and intimidating manner. This interaction left me shaken and further confirmed the lack of professionalism I was already experiencing.
  Once again, I acknowledge the 030 day window and will limit my inquiries moving forward, but this entire experience has caused significant emotional distress and I hope something can be done to ease this. 

  

  Business Response

  Date: 04/18/2025

  The previously attached email clearly explains that your sales representative is no longer your main point of contact after pickup. It provides both the correct phone number and email address for post-pickup communication to prevent any confusion.
  
  
  From the initial booking, we go to great lengths to provide accurate information, including a detailed overview of the process, a timeline of what to expect, and clear instructions on who to contact at each stage. We even have a dedicated role focused solely on ensuring this information is delivered and understood.
  
  
  Filing a complaint just six days after your pickupdespite having daily communication with our teamis unwarranted and in direct conflict with the terms you acknowledged and agreed to. Dismissing our response at this stage appears to be driven by emotion, not fact.
  
  
  

  Customer Answer

  Date: 04/21/2025

   
  Complaint: ********
  
  I am rejecting this response because:Dear BBB Representative, Im reaching out regarding my active BBB complaint against Moving Solutions (case number: ********). I want to respectfully request that my complaint remain open and that some additional context be added for your internal review. While I acknowledge that the written contract includes a 030 business day delivery window and that my sales representative was not technically responsible for delivery, the fact remains that a Moving Solutions employeeBen ************* to communicate with me after pickup and provided repeated assurances of same-day or next-day delivery. This included messages stating that I would have my items no later than Wednesday. That misinformation directly impacted my understanding of the timeline and caused serious concern when my belongings did not arrive as promised. In addition, on April 18, 2025, at approximately 4:30 PM, I received a call from another Moving Solutions representative named ***** ******, who screamed at me over the phone and shouted ILL SHOW YOU UNPROFESSIONAL after I calmly expressed concern over the conflicting information I had received. This aggressive and abusive behavior left me shaken and is completely unacceptable. I have tried to remain professional, clear, and cooperative throughout this process. I am not seeking a back-and-forthI simply want the safe and timely delivery of my belongings. I believe the companys recent responses have been dismissive and deflective rather than solution-oriented, and I hope the BBB can take these interactions into account when evaluating this case. Additionally, *** reviewed other BBB complaints against Moving Solutions and noticed a pattern of similar responses, where customers are misled during the sales process and then blamed or dismissed when they raise concerns. These responses often include deflection, mischaracterization of the customer's experience, and an unwillingness to accept accountability. I hope this broader pattern can be considered alongside my individual experience. Thank you for your time and support in helping to protect consumers like myself. Please let me know if you need any documentation or further information. Sincerely, ***** *******
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/01/2025

  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.

  This company stored my things for 30 days before I got them and my expensive bed and cloth chairs had rat p*** and are now going to need to be replaced or dumped. They do not respond to me when I email or call them and they have treated me very badly over the phone in the past to a point that I was panicked that I got scammed. When they were picking up my things on 2/28 someone named *** tried to offer me $150 off and to have me sign an NDA, if I accepted the money, (per her) so I wouldn't leave a review. I declined because it didn't feel right until I got my delivery and based on how horrible I was treated that day. I lived in anxiety for 30 days until someone showed up on 3/30 with my things, in a pick up truck with tarp and a hitched wooden box where my things were soaked and many broken boxes and a broken storage tub. I also received a box that was not mine and am missing 3 of my own things that may still be stored with them or somewhere else now.I have more photos and video that won't load.

  

  Business Response

  Date: 04/02/2025

  The document provided is  not from us as a company.  *** has been terminated for about a month, so perhaps she was doing things that we do not alllow.

  A single piece of dirt or rat p*** on the outside of the plastic wrapping (wrapped to prevent particles effecting the shipment) is regrettable but unfortunately out of our control.

  If you have any damages please file a claim at ******************************** 

  Customer Answer

  Date: 04/02/2025

   

  Complaint: 23147896

  
  

  I am rejecting this response because:

  
  

   

  
  

  As stated I have more pictures that wouldn't load and still more of my now disgusting and unusable $1500 bigfig bed, the truck, there was more p*** that had spilled out when i was unwrapping my cloth furniture before i realized, as well as tape that tore paint off of my furniture. ************************** is not reliable and I have looked into it. I would rather file claims through my own renters insurance which is more reputable and to do so costs $500 for the deductible which I should not be paying for. That is the only reasonable outcome as I went to the site you provided and looked into them and have seen resources showing they are not reasonable. I am missing 3 things as well and received someone else's property but you have not provided feedback on that matter.

  
  

  Sincerely,

  
  

  **** ******

  

  Business Response

  Date: 04/02/2025

  Suggesting that we are not reputable because we have to decline covering your private insurer's deductibleespecially when we offered optional insurance that you chose not to purchaseis unfair, inaccurate, and unreasonable.

   

  You can file a claim with ******************************** and they have a different portal and options to upload photos. You could also email us the photos outside of the BBB, you say you contacted us, but records on our end say otherwise.

  
  

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23147896
  
  I am rejecting this response because:

  I was saying the ************************** site is not reputable, but I've emailed your email that starts as "info@" so please either provide a better email for me to reach out to or email me at the email on my order number *******. I will not allow this to drag out for this complaint to expire so please be prompt. 

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

  Customer Answer

  Date: 04/02/2025

  They still have not accounted for 3 missing things that could still be in their storage, noted as items from itemized numbers 20, 68, and 80 that were not found delivered as well as that I have someone else's box , here I'm my home that I don't know what to do with.

  

  Business Response

  Date: 04/02/2025

  They are pictures of her inventory list signed for?  Not damage, dirt on shrink wrap AFTER it was removed from the furniture, on the wrap that we did not charge for not the furniture, so it did it's job.  I am confused

  

  Business Response

  Date: 04/02/2025

  They are pictures of her inventory list signed for?  Not damage, dirt on shrink wrap AFTER it was removed from the furniture, on the wrap that we did not charge for not the furniture, so it did it's job.  I am confused