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:07/26/2025

  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 hired United Express Moving and Storage (Broker) to arrange my household goods from ********, ** to ****************, **. They disclosed that they subcontracted the move to *********** and Movers (Cozy Mosy), who picked up my belongings on July 15, 2025. Since pickup, my belongings have been delayed for over a week and a half beyond what would be a reasonable delivery timeframe. I was never provided a firm delivery date or delivery window in writing. When I contacted United Express Moving and Storage for assistance their representatives have been rude, dismissive, and unhelpful. Instead of helping me resolve the issue, they told me to "contact the carrier directly" and refused to take any responsibility for the delays. This lack of support is unacceptable, as they are the broker I hired to handle my move. This situation has caused significant hardship, I suffer from epilepsy and the stress triggers the episodes. Please, help me, I have nothing in my new apartment. Thank you in advanced for your time.

  Business Response

  Date: 07/29/2025

  Unfortunately we are unable to locate a file matching the customer name- ******* Reynoso ***** and the reference number provided. This could be because this is a third party complaint or you are filing your complaint with the wrong company. If you need further information from us to assist you on figuring this out, please contact us at ************. Thank you. 
  
  

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23659199
  
  I am rejecting this response because:

  I am filing on behalf of my family. The contract is under my Husbands name, ***** ******* Phone #: *************, he currently works all day. Please revise records, I have re-attached the contract from United Express Moving and Storage Job #: X6249628 **********************************************************************************************************************************: ******* MC: 1513834.

  Customer **** ****** ******** Phone #: *************.

  Can you please verify that your contact information is correct above? Thank you.

  Sincerely,
  
  ******* Reynoso *****

  Business Response

  Date: 07/30/2025

  Hello *******, thank you for your clarification on this. We would be more then happy to update your records. If you would please have your husband contact our office at ************ to make this request. This way we can be sure that we are communicating with an approved point of contact. We appreciate your help with this so we can move towards a resolution. 

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23659199
  
  Thank you for your response, however, asking that only my Husband contact you is NOT acceptable. We have BOTH attempted to contact your company multiple times, and when my Husband has called, no one answers the phone. On the few occasions someone has answered, the representatives have been extremely rude and unhelpful.

  Additionally, you are the Broker who hired the carrier that now has our belongings, and you have NOT provided us with a valid location or point of contact for that carrier. I am an authorized party on this move, and because my Husband is at work during business hours, I expect you to communicate directly with me to resolve this matter.

  Your lack of communication and refusal to work with me as the spouse and authorized customer further demonstrates the ongoing issues with your service. I am epileptic; and this ongoing stress triggers my seizure episodes, putting my health at serious risk. 

  I ask again that you provide clear updates, including the current status and location of items, and delivery date, without delay. I am requesting that you provide a firm delivery date within 48 hours of this response. Failure to do so will leave us no choice but to pursue all remedies available to us. 

  Sincerely,
  
  ******* Reynoso *****

• Initial Complaint

  Date:06/26/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I were living in ********, **** and had purchased a mobile home here in ********, **, and had hired United Express Moving and Storage to move our belongings. We had dealt with *** ******, ************, (contract X6250301) and had given him a deposit by credit card on 03/19/2025 in the amount of $1,271.23. The next payment of $3,000.00 was issued to them on 05/27/2025 as per our agreement. The move was to take place on 05/30/2025. We were instructed to have a bank check made payable to United Express Moving in the amount of $709.46 (check #*******) and another bank check of $714.46, and the balance in cash. When we got to *******, they informed us that they couldn't cash the check for $709.46 and they would no unload our belongings unless our final payment of $4,599.00 was paid with a bank check, which they would give us back the check of $709.46. With all of the confusion, they had to go cash they check first, plus them running late and some damage we forgot to get the check back. We have called United and the sub-contractor A&S Packers for our check back, and either it will be, it has been, or we just leave a voice message. They don't return calls or emails. I did check with my bank and the check has not been cashed to date. I can't do anything at my bank until after 90 days of the date of issue. Can you please help us???

  Business Response

  Date: 06/30/2025

  We have contacted your carrier on your behalf regarding this. To be clear, you filed the BBB complaint on our company but we are not the company that **** you the funds. We are also not the company mailing the check. However, they stated they mailed the check via certified mail (which requires your signature). The post office has made 3 attempts to deliver. They have now removed the required signature so you will be receiving it soon via regular mail. If you need assistance, please contact our customer service at ************.

  Customer Answer

  Date: 07/01/2025

  A&S Packers is not telling the truth.  If they had sent it out by certified mail, could they please send me tracking number.  My husband or I have been home everyday, and the *********** delivers here late in the afternoon.  There has been someone home everyday.  If the *********** did attempt to deliver it, and there was nobody home, they would have left a card in my mailbox with delivery instructions or to pick it up at the ***********.  I have been to my local *********** and they can't track it without their tracking number.  

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23521331
  
  I am rejecting this response because:

  A&S Packers is not telling the truth.  If they had sent it out by certified mail, could they please send me tracking number.  My husband or I have been home everyday, and the *********** delivers here late in the afternoon.  There has been someone home everyday.  If the *********** did attempt to deliver it, and there was nobody home, they would have left a card in my mailbox with delivery instructions or to pick it up at the ***********.  I have been to my local *********** and they can't track it without their tracking number.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 07/07/2025

  So to be clear, this complaint is filed on the wrong company. We do not have those funds and can only relay 3rd party information. So if the information is incorrect we do apologize. However our customer service will contact you today to try to assist.

  Customer Answer

  Date: 07/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I did receive the check on 7/3/2025, it was post marked on 6/28/2025 and it was mailed back to me by first class mail.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:06/18/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was provided these guys as my moving company from 3 brothers *********************************************** who is simply just a broker for a move from ** to DE. They arrived when needed & packed up my storage unit first in which they tried to charge me an extra few hundred dollars to put WEIGHTS in the budget truck they were using. 3 brothers had told me everything was based on cubic square feet. I get to my main home to get the rest of the belongings and in order to get everything I had provided as an itemized list they wanted to charge me $4500 more on top of the $3000 I was spending. I laughed at them considering the quote I got for these items was only $1800 more. They eventually agreed to the $1800 additional but WITHOUT me even filling the truck with all of the items on my list & having plenty of empty space on top of items. I left my young sons dresser set, my grill, & many boxes at the house because I was not going to spend the absurd price they were giving me. Even with our frustrations, the head guy was getting extremely sensitive & defensive during this situation. At the end of it all, he needed a money order for the first half of payment due & the second half was due upon delivery. I got a bank money order since that was quicker & easier in which he said that a postal money order is better but still didnt care as I signed him over the money orders. Delivery was set for next day. Next day comes, no feedback from them on ***. I had to call 3 times to eventually speak to a manager who also was VERY defensive saying my money order hasnt cleared. Even though you can cash in a bank money order immediately. I was frustrated & was then told that my *** was now the following day between 6-9am. My anger then led to them threatening to leave my belongings in **** that point I had no choice & accepted the time frame. Belongings then arrived, had scratches on my sons expensive bedroom set & found a New Amsterdam shooter on my upstairs floor. ******** customer service & a deceptive company

  Business Response

  Date: 06/23/2025

  Unfortunately we are unable to locate a file under the name " ***** *******". Please contact our customer service for further assistance at ************. 

• Initial Complaint

  Date:05/15/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired United Moving Company (move executed by *******************) for an interstate move from ********, ** to *****, **. Despite providing exact inventory lists for months, the movers demanded more money on pickup, claiming unexpected itemsraising the total from $2,500 to $3,500. Additionally, they brought an 18-*******, despite being told repeatedly our driveway couldnt accommodate one. I was charged $200 more for a long carry, and had to borrow a neighbors truck in the rain to save boxesrare books were still **************** was promised in 23 days, but arrived late on May 12. We were told on May 9 that the truck was on the waythis was untrue. On May 10, only one exhausted driver arrived, forcing us to help unload. Multiple items arrived damaged, including a desk, bookcase, leather chair, and a family heirloom radio. A framed painting suffered water damage. Items were also missing.Since delivery, weve received no response from the company via email or phone, despite repeated attempts. We have documented emails sent May 12 detailing damages and requesting assistanceno reply. The pattern of miscommunication, surprise fees, and lack of accountability has left me feeling scammed--I still am missing shelves for my bookcase.I am requesting a partial refund of $2,000 for damages, improper fees, and broken promises, along with a formal apology. Images and video documentation of damage and rain during delivery available.Please see my attached formal complaint document.

  Business Response

  Date: 05/28/2025

  This complaint is regarding a relocation service from ******** to **************. The estimate was set at 363 Cubic feet. You will notice on the paperwork that I attached that this is the exact cubic feet that was picked up. The additional charge they received was for $400.00 in bulky fees. A bulky fee can not always be accounted for until the crew arrives on site. It is for items that can not be stacked on top of another item or have items stacked on top of it. This potential charge is listed in their signed contract. I do not see any long carry charges on your paperwork for the pick up. If you are speaking about your delivery- then yes. All deliveries are completed on a semi. In your contract it does state that if a semi can not get reasonably close to the home, you may be responsible for a shuttle fee or long carry fee. In your case it does appear that everyone was able to avoid a shuttle fee (min $300.00) and just do the $200.00 long carry fee. With regards to damages and/or missing items, our customer service has emailed you the  claims process. Please be sure to take pictures of everything so that you can be compensated for this. If you need assistance with filing your claim, please contact our customer service. We would be happy to assist you in any way to help make the process easier for you. 

  Customer Answer

  Date: 06/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have begun to file a claim with "United Express Moving and Storage" via the website "moving **********." My understanding is they will reach out next to me to request more information to move forward with the claim. This is the response I received directly in my email:

  _____

  From: Customer Service <****************************************************************>
  Date: May 28, 2025 at 7:14:24?AM PDT
  To: **********************************
  Subject: CLAIMS INFO// ****** ******** & ****** ********
  
  
  ?Hello ****** ******** & ****** ********, 
  
    We would like to begin by sincerely apologizing for the situation and inconveniences that you and your family have had to deal with thus far.  On the plus side, though, your team Seal ********************** licensed, insured & bonded with the **************************** and will do their work in accordance with the standard valuation that is included in both your moving estimate and your Bill of Lading contract. To effectively file a claim with their claims department, you need to ensure that everything has been thoroughly examined and unpacked, taken photos of all angels, and gone through thoroughly since each move can only have one claim.
  
   Although Seal ************************ need about ***** business days maximum as all insurance claims company allows them to review the claim damages and get back with you accordingly, please be aware that this is not a full-value reimbursement, it is based on industry standard sizes, which is .60 cents per pound per article.  
  
  They will request your Interstate Bill of Lading as proof of transportation, if they need anything further than what you need you can email their team directly requesting what's needed directly from: *******************************************
  
  Please access the website below to properly submit the claim: 
  
  
  
   CLAIMS INFO:
  
  DOT #: 4310741
  MC  #: 1680148
  ********************************************
  
  United Express Moving & Storage
  Customer Service Department 
  Phone: ***************
  Email: *************************************************************
  Website: ********************************

  -------

  At this time, I cannot say whether or not I am satisfied with the response of the business, but I am satisfied that they have initiated communication and I am going to follow the proper channels to file the claim. I will be in touch if I need BBB to step in again.

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

  Business Response

  Date: 06/12/2025

  Our customer service will be contacting you today to assist you. You filed the claim incorrectly, she will be assisting you today. 

• Initial Complaint

  Date:05/04/2025

  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.

  United Express ********************************************* provided me with a written quote of $1,880 in December 2024 for a move scheduled January 13, 2025. I paid a $700 deposit, and the agreement included early scheduling discounts. As the move date approached, I received no communicationcalls and emails to my contact, ****, went unanswered.Then on January 8, I was contactednot by United Express, but by Seal Pack Van Lines, who informed me the new cost was over $4,000. I was pressured into continuing the move since I was told I couldnt cancel after 72 hours. My mother paid $700 + $400, and I later paid $860.50, totaling $1,960.50.The movers showed up 2 a.m. on January 11days earlyand began calling repeatedly. I told them to wait until 5 a.m., but felt forced to proceed. I was charged a surprise $350 labor fee at that time and told Id get 60 days of free storagea promise they later denied. Now theyre demanding $3,200, including a $1,260 delivery fee I was never told about, and they are threatening storage fees for my own property.I believe this was a bait-and-switch scam. United Express gave me a low quote, then handed my move off to a different company that inflated prices and held my items hostage.

  Business Response

  Date: 05/12/2025

  I will be attaching all on site forms that ****** signed to show that she was aware of everything. First and foremost, this was given to her prior to the movers loading her items onto the truck. The space that she needed for her move increased by 442 Cubic feet, additional packing of $350.00 and she had 9 additional items on site. The packing fee is required if the customer was not properly packed for safe relocation of the items. Additionally, due to the additional items, her required space increased. She was aware of all of this and signed for the service. Total cost for her move was $3,221.00. She has paid $400.00 via zelle at the pick up (Not the 50% due per her contract) She was told she would receive the 60 days of free storage IF she paid the total 50% due. However, she did not pay any further until March 12th, 2025- almost two months later. 
  Furthermore, the customer made the movers aware that she was ready for delivery via email. ( I have attached this as well. The movers loaded her items and drove all the way to *******, only to be told that she could no longer accept her delivery. This costs money. Per her signed contract, she would then be responsible for additional fees of storage and delivery. Due to lack of payments, the movers did give her notice that if she doesn't satisfy 50% of her owed balance, they would be forced to auction her items. I will attach her reply to this as well. It simply states keep it. 
  
  

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23284605
  
  I am rejecting this response because:

  Seal Pack Van Lines is misrepresenting key facts and omitting their own deceptive behavior. Heres the truth:
  
  
  Original Quote: I was quoted $1,880 by United Express Moving & Storage. I paid a $700 deposit based on that quote. No mention was made of Seal Pack until the week of the move. This is a classic bait-and-switch tactic.
  Forced Fee Increases: At pickup (which was unscheduled and forced at 2 a.m., days before the agreed date), I was pressured to sign new paperwork under duress. I was never told about the $350 packing fee until that moment. My partner, mother, and daughter were all present as witnesses.
  60 Days Storage Promise: I was promised 60 days of free storage in writing and verbally. Their claim that it was conditional on paying 50% was never disclosed at pickup. Again, I have a photo of the written terms. They never honored that agreement.
  Delivery Manipulation: They claim I canceled delivery after they drove to Floridathis is false. I made it clear I needed advance notice to arrange delivery. No legitimate company would drive without confirming delivery readiness and payment terms. I also was never told about the $1,260 delivery fee upfront.
  Payment History: My family paid:
  
  $700 deposit (Dec)
  $400 at pickup (Jan 11)
  $860.50 via Zelle (March)
  = Total: $1,960.50 well over 50% of the original quote.
  
  Despite this, they refused delivery, added fees, and used coercive storage threats to force more payments.
  My Response Keep It: This came after months of manipulation, silence, threats, and my belongings being effectively stolen. It was not a surrender of rightsit was a reaction to emotional exhaustion and being scammed.
  
  
  
  
  I stand by my original claim: this was a bait-and-switch, followed by breach of contract, coercion, and hostage tactics. I request full reimbursement or compensation for lost property and urge BBB to investigate this companys harmful practices
  
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 05/12/2025

  If, as the company claims, I did not pay 50% of the balance at pickup and that was a required condition for the move, then why did they load and take possession of my belongings?
  This proves that:
  Their own stated policies are inconsistent and selectively enforced.
  They proceeded with the move knowing I had not paid 50%which invalidates their justification for later withholding delivery.
  They used this supposed non-payment after the fact to add unexplained fees and deny me delivery, all while holding my items hostage.
  At no point was I told that I was violating contract terms during pickup. Instead, I was pressured, misled, and manipulated into moving forward under stressful and unclear conditionsincluding a forced, early pickup at 2 a.m. with sudden charges and paperwork I had no time to review properly.
  
  This company cannot have it both wayseither they required 50% at pickup and violated their own policy by taking my belongings without it, or they are fabricating a policy to excuse predatory fees and non-delivery now.
  
  

  Customer Answer

  Date: 05/12/2025

  I am submitting this final response to clarify several misrepresentations made by the moving company and to reaffirm my complaint.
  
  
  Pick-Up and Charges:
  I was not informed of the additional $350 packing fee or space increase until the movers were physically at my home and my items were being loaded. I felt pressured to sign under duress. My mother, partner, and daughter witnessed these discussions and will attest that I was told the charges were necessary or they would not proceed. This is classic bait-and-switch behavior.
  50% ***************************** states I did not pay the 50% required at pickup. If that were the case, why did they still load and haul away all of my belongings? At no point was I told my items would be forfeited or disqualified from storage unless I met that threshold. My payments totaled $1,100 between December and Januarywell over 30%. The paperwork provided clearly shows a remaining balance of $2,121, not $2,521 as later claimed.
  Storage Agreement:
  I was explicitly told I had 60 days of free storage in writing. The company later denied this, only acknowledging it after I provided proof. They then tried to change the conditions by saying it was contingent on a payment amount they never disclosed upfront.
  Delivery and Refusal:
  I informed the company when I was ready for delivery. I was never contacted for coordination. They later claimed they attempted delivery and I refused, which is completely false. I never received a call, date, or notice of a truck in ********
  Unprofessional Conduct and Threats:
  I was harassed via email, pressured to pay unexpected charges, and ultimately threatened with auction if I didnt comply with moving goalposts. When I expressed my frustration (understandably, after months of mistreatment), they chose to use one emotional response to justify what appears to be the unlawful disposal of my property.
  This company misled me at every stagefrom pricing to storage to deliveryand is now trying to rewrite the facts to cover up a pattern of abuse. I am a full-time student with limited resources, and this move has caused significant emotional and financial damage.
  I stand by my original complaint and request that the BBB take further action to hold this company accountable
  
  

  Business Response

  Date: 05/20/2025

  In my original reply, I have already addressed each of her concerns as well as included documents. ****** was aware of the charges, as she signed for it at the pick up- please see previous included BOL. I have also stated the payments she has included. However, she admitted herself how spread out the payments are- storage of items are not included for free after the storage is utilized. Thus resulting in additional storage fees. Additionally, this complaint is not filed on *******************- we can only go off of her signed paperwork. If there is an issue she needs to address outside of this, she should contact them directly and not file complaints on the company that did not state this. We will however rely this information to our dispatcher so she is aware of this. However, we can not change any charges that she has already signed and agreed on. 

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23284605
  
  I appreciate BBB facilitating this complaint. However, I reject the companys attempt to misrepresent the situation and deflect accountability. My position remains:
  
  
  The Movers Violated Their Own Terms
  If, as they claim, I failed to pay 50% at pickup, then per their own contract, they should never have taken my belongings. The fact that they proceeded to load and haul my household items anyway shows they waived that condition or acted improperly for leverage.
  Bait-and-Switch Pricing and Predatory Behavior
  I was quoted a total cost of $3,221 in writing. Yet, when the movers arrived in the middle of the night (around 2:00 AMunprofessional and intimidating), they pressured me into last-minute changes, including extra charges for cubic footage, packing, and surprise additional items. This is classic bait-and-switch conduct. My mother, *****, and my daughter were present for these conversations and can attest to the high-pressure tactics.
  Misuse of Signed Paperwork
  The signatures they reference were obtained under pressure, after my belongings were already loaded onto the truck in the dark hours of the morning. No customer would feel free to dispute terms at that point without risking loss of all their possessions.
  Storage Promise Was Conditional on Payment I Was Told I Could Delay
  I was explicitly told by dispatch manager ***** that I had 60 days of free storage. There was no clear warning that this was contingent on the immediate 50% balance, and their conduct led me to believe my paymentswhile staggered due to financial hardshipwere acceptable. I also made it clear I am a full-time student, which they ignored entirely. I paid $1,100 upfront (from my mother) and $860.50 latera total of $1,960.50.
  They Refused to Deliver, Then Threatened Auction
  When I was finally ready for delivery, they delayed, refused to coordinate reasonably, and then began threatening auction due to their own confusing invoicing and shifting payment demands. Their threats were escalated, not mitigated, even after I resumed communication.
  Jurisdictional Deflection
  They are attempting to deflect my complaint to another company while still enforcing a contract under ******************* name. My bill of lading, payment receipts, and contract all show Seal ********************* a subcontractor. If there was a handoff, I was not informed nor did I authorize it. This makes Seal Pack Van Lines responsible.
  Final Notes
  I am requesting full documentation of where my belongings went, including a certified notice of auction (if conducted), photos of inventory, and final itemized billing. Failure to provide this only strengthens the case that this was an orchestrated scheme to extort more money or dispose of customer belongings unlawfully
  
  
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:04/10/2025

  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.

  This company misrepresented themselves as a moving company when they are actually a brokera fact they failed to disclose until after charging a non-refundable broker fee. I believed my $1,695 payment was going to the movers, only to be hit with a $2,300 final bill. When I complained, they hid behind a vague contract.I tried updating my inventory in writing, but was ignored. When movers arrived, they were upset the list was wrongdue to the brokers failure to relay my update. I was told delivery would take 57 days, but the movers said 2130 days.The moverswhile professionalwere late, didnt speak English, and mistakenly took perishable items meant for a birthday. The broker also failed to inform them my bed needed disassembly; I had to supply the tools and help with the work myself.The delays, miscommunications, and hidden fees stem from the brokers negligence and dishonesty.

  Business Response

  Date: 04/14/2025

  The complaint is regarding a relocation service from CA to **. She made her initial reservation on March 27th. She went through her quality assurance call on April 7th- during this call she should have given all inventory/updates. Once this update is completed, we cannot make any further changes. However, your on-site movers can make any further updates with you on the day of your move. This is set up to be the final call before the date of the move, she did make some changes and these were emailed to her movers on the same date. We have evidence to prove that the updates were emailed on 4/7th at 1:51 pm EST. Nonetheless, by no means do we hide and misinform any customers regarding our position in your move. Not only is it listed on the signed contract- it is also listed on our website and the BBB. Now to address your delivery, by law any out of state move has up to 30 days to deliver. By no means does this mean that YOUR delivery will take this long. This is just the baseline for all out of state moves. Now with regards to your specific move, you have set your first available date as 4/22nd. This date is still some days away from today. Your first available date is designed to delay your delivery until you are truly ready. This way if your purchasing a home or renting a home you have time to fully gain access. If this is something you would like to change, please give us a call today so we can contact your movers to update your FADD. 

• Initial Complaint

  Date:04/01/2025

  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.

  Avoid!! DO NOT USE THIS COMPANY or *********** who they are affiliated with. They pressure by calling multiple times to get you to sign with them. My items were picked up Feb 1st and I did not receive them until March 30th. 3 large bags of designer shoes and purses GONE. 2 medium bags full of valuable items GONE. One medium bag returned ripped OPEN. 3 box that did not belong to me delivered. I called weekly for an ETA of my things and they kept telling me the would call me at the end of the day with the info to NO AVAIL. The contract you sign prompts you where to sign and initial, which means you're not full insured. They scam you by adding on extra fees i.e "longing fee" which is if the walk 75 steps or feet.( NEVER Mention this was added to my *********** you they parked right in front of my apartment building which is neither 75steps or 75 feet. You pay a deposit, then 1/2 when picked up and the rest upon delivery. I paid extra on pick up so that my amount due would be less upon delivery, that's when they wanted to charge me the longing fee which was never mentioned. I was told by ****** it would take a week. It's been 2 months. Try to charge me for changing my address $150, when I initially signed up I didn't have an apartment but knew I had to move, I told ****** this and he said it was fine and he just needed an address so he can book me and I could change it. NEVER mentioned anything about a fee especially $150. Because I thought my items would get to my location before I did I found a storage unit That I paid for so that the movers could drop my items off there. They never showed up. Once I got my apartment I told them to drop the items off there. So A&S said every time I changed my address it's $150! Wait what? Don't do it. The paid ****** to say they are the number one moving company but they are trash!

  Business Response

  Date: 04/01/2025

  Our customer service agent has been in contact with ***** regarding any issues she may have experienced prior to the BBB notification. We are working with her and her moving team to try to come to some sort of a solution. 

  Customer Answer

  Date: 04/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. But I do wish to get my designer purses and shoes returned.  It was a huge inconvenience and I was forced to purchase items that I already had so I would like a refund or at least some of my money back. 
  
  Sincerely,
  
  Cameo ********

  Customer Answer

  Date: 04/02/2025

  Why are you closing the account? This should not be closed, I was not refunded and I still have not received my items. She reached out to me and they said they are going to try and find my items but I paid $2k for the move and I would like a refund. Two months to receive SOME of my items is crazy. And if this is they way BBB is hadling the situation then I will proceed with legal action. 

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23142832
  
  I am rejecting this response because: I would like a refund. I was told they would find my items and send them back to me. They said they found them and I have not heard from anyone and I don't have a tracking number for my items. At this point I'm not sure if I believe anything they say, it's all been very suspect. 
  
  Sincerely,
  
  Cameo ********

  Business Response

  Date: 04/08/2025

  We are still working with *****. She understands what the process is now and we have been in touch. 

• Initial Complaint

  Date:02/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 29th,2024 I contacted this business inquiring a move from ******* to ********. They assured me the movers were going to show up on the following day. While on the phone with the dispatcher they stated that they needed a card on hold to proceed with holding the day for the move. I explicitly explained to the dispatcher that I needed a immediate move and they assured me they would come October 30th,2024 which was the following day. When it came to the day of them picking up our stuff they did not honor what they promised. They also stated that I was not going to get charged until the day of the move and they charged me $552 prior to the move. I did not sign any contract with them and did not agree for them to charge my debit card.I contacted them on the day of the day we agreed for pick up and their representative was exclusively rude and they did not want to address the matter. Completely different than when you are going to hire them for service. When I asked about the movers not showing and the charge on my account the representatives used their rudeness to not resolve the matter and to not refund my money back. They charged my card and did not perform service. Due to the lack of professionalism of this company and employees I was forced to contact my bank and escalate this matter by disputing this charge. During the investigation of the dispute with my bank, this company is stating that they gave a contract and yet I have no contract with them. They submitted a "contract" that I have never seen to my bank, forging a contract. And still till today's day they're trying to keep the money they charge me without performing the service. They've also admitted to my bank that they did not perform the move on the day agreed on and that they were able to on another day. Meanwhile I performed the move myself renting a U-Haul truck due to the time frame I had and the lack of professionalism. They like to keep the money even when they do not honor the service.

  Business Response

  Date: 03/03/2025

  ****** made his reservation for his move on 10/28/2025. He paid a deposit of $552.00- which he did agree too. I have a signed copy of his credit card authorization form. However, I do not want to attach it since there is personal information on the form. If required I can send a copy to the BBB. The customer also made a dispute with his bank, we have sent in all signed copies proving that he has agreed to the deposit. At this time we do not have the funds, it is in the middle of its review process. 

• Initial Complaint

  Date:02/25/2025

  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.

  Our initial conversation started on February 7, 2025, I spoke with a gentleman by the name of ***** that assured me that this was a great decision to go with their company. ***** originally sent us an estimate of service for our move from ************** to ************** paid $1,040 as the deposit for the move. Throughout the entire process, I spoke with about 3-4 different agents, *******, ************* ********. They all assured me that there would be no hidden fees, no extra charges unless we opted to have the third-party movers wrap or box items that were inside of our storage. One day before the move **** calls me and tells me that we need to pay an additional $300 for more cubic feet space inside of the truck based on the size of our storage unit. We gave a little pushback because we did not quite understand why all of a sudden we had to pay an additional $300 when we spoke to three other people and they assured us thered be no charges added unless we added additional items. The day of the movie the boomers do not arrive until about 7 oclock EST. The movers were a third-party company by the name of *********** and Movers. They wanted us to pay $620 which was 50% of what was remaining on the total balance and then we ended up paying an additional $120 for long distance fees because he had to walk up an additional flight of stairs and use the elevator at the storage facility. They created a bill of lading for the additional money that they requested along with the other money that was already paid to United express and what was remaining. They could only be there until 10 PM and then the storage facility locked so they stalled and told us that we needed to pay them 600 more dollars in order for them to take the rest of the items that were inside of the storage. They left our items inside of the elevator and out in the open parking lot of the storage unit and refused to load the other items until we paid them the money.. that was not agreed on & thrown at **.

  Business Response

  Date: 03/03/2025

  Below I will include a list of everything that is included in each move- this is what was signed on by the customer: 

  This estimate includes the following services to be performed by the carrier: This estimate includes:
  *Transportation of goods with either 18-******* or 26 ft. straight truck. 
  *Disassembly and Reassembly of all standard furniture required for safe transportation and delivery. 
  *Free shuttle truck at pick-up, if needed.
  *Itemized inventory indicating condition at origin. 
  *Loading & unloading of all goods. 
  *All transportation, taxes, tolls, mileage, and fuel surcharges. 
  *Standard valuation protection based on 0.60 cents per lb. per article up to $10,000.00
  *No elevator charges. 
  *30 days free storage in a storage facility with free redelivery to destination.
  *No charge for packing tape and moving pads. 
  *No date change penalties if your request is made more than 7 days before your originally scheduled pick-up date. 

  Below I will include a list of what is an optional accessorial Service (additional fees): 

  *First flight of stairs is included (up to 14 steps), each additional flight is $75.00. 
  *Long carry: first 100 feet are included, each additional 100 feet will be charged $100.00 per 100 feet. 
  *Shuttle service: if semi-trailer cannot get reasonably close to building or house for loading/unloading, a shuttle truck may be required to perform relocation at a minimum charge of $300. 
  *Packing of fragile/delicate items (such as TVs, glass, etc.); packing and crating services not already listed within proposal; loading of bulky items (such as a motorcycle). 
  *Packing supplies such as boxes, bubble wrap, etc. 
  *Storage: any additional month will be charged at $0.35 - $0.45 per cubic foot ($129 minimum). 
  *For full packing service: All labor and materials to professionally pack all boxes, fragile items, and furniture listed. If additional items are added at time of pick up, then the total price for full service packing will be increased and adjusted by the guaranteed rate provided. A new agreement will be presented at time of pick up.

  To conclude, if you were charged for an elevator fee, we will have this corrected. We contacted your carrier to receive your on site paperwork for review. If you decided not to pay for the long carry, then the movers can not perform the long carry and must end services up to the contract you signed. They can not perform this additional service for free. Additionally, during your QA call- you made him aware that you did have much more on site and you were in the process of flying out to ************** to give more accurate information. This is the main reason for any additional cost towards the cubic feet. By no means were your obligated to pay the additions. This was your choice. However, in order for the movers to perform the additional service, it must be paid for. They can not perform an additional service for free. We will be in contact with you regarding the elevator fee. 

  Business Response

  Date: 03/03/2025

  Below I will include a list of everything that is included in each move- this is what was signed on by the customer: 
  This estimate includes the following services to be performed by the carrier: This estimate includes:
  *Transportation of goods with either 18-******* or 26 ft. straight truck. 
  *Disassembly and Reassembly of all standard furniture required for safe transportation and delivery. 
  *Free shuttle truck at pick-up, if needed.
  *Itemized inventory indicating condition at origin. 
  *Loading & unloading of all goods. 
  *All transportation, taxes, tolls, mileage, and fuel surcharges. 
  *Standard valuation protection based on 0.60 cents per lb. per article up to $10,000.00
  *No elevator charges. 
  *30 days free storage in a storage facility with free redelivery to destination.
  *No charge for packing tape and moving pads. 
  *No date change penalties if your request is made more than 7 days before your originally scheduled pick-up date. 
  Below I will include a list of what is an optional accessorial Service (additional fees): 
  *First flight of stairs is included (up to 14 steps), each additional flight is $75.00. 
  *Long carry: first 100 feet are included, each additional 100 feet will be charged $100.00 per 100 feet. 
  *Shuttle service: if semi-trailer cannot get reasonably close to building or house for loading/unloading, a shuttle truck may be required to perform relocation at a minimum charge of $300. 
  *Packing of fragile/delicate items (such as TVs, glass, etc.); packing and crating services not already listed within proposal; loading of bulky items (such as a motorcycle). 
  *Packing supplies such as boxes, bubble wrap, etc. 
  *Storage: any additional month will be charged at $0.35 - $0.45 per cubic foot ($129 minimum). 
  *For full packing service: All labor and materials to professionally pack all boxes, fragile items, and furniture listed. If additional items are added at time of pick up, then the total price for full service packing will be increased and adjusted by the guaranteed rate provided. A new agreement will be presented at time of pick up.
  To conclude, if you were charged for an elevator fee, we will have this corrected. We contacted your carrier to receive your on site paperwork for review. If you decided not to pay for the long carry, then the movers can not perform the long carry and must end services up to the contract you signed. They can not perform this additional service for free. Additionally, during your QA call- you made him aware that you did have much more on site and you were in the process of flying out to ************** to give more accurate information. This is the main reason for any additional cost towards the cubic feet. By no means were your obligated to pay the additions. This was your choice. However, in order for the movers to perform the additional service, it must be paid for. They can not perform an additional service for free. We will be in contact with you regarding the elevator fee. 

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 22991200
  
  I am rejecting this response because: We never changed the amount of items, in all actuality the last contract I signed had significantly LESS items disclosed because my husband flew from ***** to the storage unit in ************** to verify with their quality assurance team. We were promised over and over that there would be no hidden fees or surprise cost, yet we had to pay an additional $300 the day before pickup & $120 for long distance & then after the ordeal, I spoke with someone at A&S Moving and he stated that if I wanted the movers to come back and get the rest of the items that were left in the storage, we would have to pay an additional $600 for more cubic feet & pay the movers $100 a piece ($200) because they had to sleep in their truck and couldnt get out of the storage facility because of the 10pm lockout time. 
  Section 10 in United Express Moving & Storage contract: NEW BINDING ESTIMATES: If on the day of the scheduled pickup "it appears an individual shipper has tendered additional household goods or requires additional services not identified in the binding estimate, [the mover is] not required to honor the estimate." 49 CFR 375.403(a)(6). However, if the Carrier wishes to service the shipment it must either (1) pickup and transport only the specific items and amount of cu.ft. itemized on this estimate without servicing / transporting the additional items of property. In this case the shipper would only be required to pay 100% of the binding estimate and the remaining balance will be billed after the 30 day deferment. Or (2) Carrier and shipper may execute a New Binding Estimate, in accordance with 49 CFR 375.403(a)(6)(ii) PRIOR TO LOADING OR OTHERWISE BEGINNING THE **** This New Binding Estimate given prior to loading will serve as the only active estimate for which charges will be calculated. Warning: To avoid a scenario where a new estimate at a higher price is issued at the last minute on the date of pick up, it is imperative that customer provide the estimator with a complete and detailed itemization of each item to be moved. Leaving out any items to be moved or adding items at the last minute will result in a new estimate at a higher price on the date of pickup. 
  - We never added more items, we took items off the original inventory list and it still cost $3000 and we didnt even get any important items. The movers moved the small items and said we should have told them to get the big items first like we work in the moving industry and know those things. 

  
  Sincerely,
  
  Quamya ****

  Customer Answer

  Date: 03/11/2025

  First imagine is the original contract I signed that had and estimate of 20 article list and 22 pieces. The final estimate I signed the day before pickup AFTER quality control spoke with us and I paid an additional $300 for 91 cf. Which actually did not equate to $2.30 a cubic foot like it stated in the contract. Also, they had other people items in the truck when they came to pick our items up, how could the cubic feet have been accurate. 

  Business Response

  Date: 03/13/2025

  That is correct, you are only paying for your space. Since this is partitioned moving, if you do not fill the truck they can load or have someone else's move already on the truck. When you have additional cubic feet, that increases by your locked in rate plus 12% fuel surcharge. They complete these numbers with you on site prior to loading. At that point you can either agree to take the additions or stick with the existing price point. 

• Initial Complaint

  Date:02/12/2025

  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.

  Dates picked up 7/7, 30 days free storage until 8/6, paid storage until 9/5 Money paid: deposit $1624, pickup $3382,storage $1075, materials $870, drop off $4500.13 What business promised: sqft, quotes, prorated storage, monthly storage $250 a month Nature of dispute: -when the company arrived, we had everything packed efficiently and ready to go. -Movers showed up, unpacked everything, took items apart, wrapped everything bulkily and unstackable -******* claimed we underestimated our number of belongings for their original quote, but, for example, his number system counted one small assembled table as its five bulkily wrapped individual components that they had set aside and told them not to pack. -They quoted the storage as prorate-able and only $250. They then denied they had ever said that. On arrival, we found -repacked most things into many large wardrobe boxes which they left 1/3 or more empty. -taped things without wrapping first so now many things are ruined by the brown tape residue (cannot use oil based "goo-gone" on the pieces) -several of the numbers boxes were packed into numbered wardrobe boxes, so the final number of items was wildly inaccurately high. -arrived to pick up things with empty 18-*******, left saying they had completely filled the truck and it was so full they had to strap the two mattresses behind the truck. Items arrived in an 18-******* and took up only 1/4 the truck,including the two mattresses -the half-disassembled furniture took up twice the space the assembled furniture would have -missing three (all) large firearms and accessories -missing Bose headphones

  Business Response

  Date: 02/17/2025

  We have spoken with the customer serval times regarding his relocation. We have advised him several times to file his claim for the damages so that he can receive his compensation. The problem we feel we are running into here is that he wants the compensation without filing the claim. We understand that can be a little frustrating, however this is the proper step towards compensation towards damages. Additionally, he did not contact our office regarding the accused missing guns until several months after his delivery. We were unaware until around 4 months AFTER the delivery. We find this matter extremely serious and have advised him to contact the police several times. If his guns are in fact missing, this is not a matter of compensation- this is a matter for the police. However, the police have never contacted us or the carriers office. We are not stating that this is in fact false or true. We just find it odd that he didn't contact us until 4 months after delivery and the authorities have not followed up with us on the matter, if he did file a police report. We want this matter handled and we have advised you on the proper steps to do so. If you did in fact complete the two, please let us know where you left off so we can further assist. Thank you. 

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22932320
  
  I am rejecting this response and will address each point in turn:
  
  First, I was never told to file a claim for damages.  I was told to let the police investigation proceed as this was a matter for them and not for the company.  I will happily file for damages through the company now that I've been told that's what I need to do (in this response to the BBB complaint, exclusively)!
  
  I didn't contact the company regarding the missing firearms until 4 months after the move because the first thing I did was contact the police.  The investigator then told me to not contact the company until they started their investigation.  After 4 months, a new investigator was assigned, and that investigator told me to get in touch with the company, which I promptly did.  I explained this to at least 2 different representatives at the company.
  
  I will reach out to the investigator again and ask about his contact attempts.  I have an email from a while ago saying that he had been unable to get a hold of a company representative.  I will do this in addition to filing a claim for damages through the official channels.
  
  
  In addition, there were several other complaints as part of this BBB filing that were not addressed by the above response from the company.
  
  Sincerely,
  
  *** ******* + *********** **********-*****

  Business Response

  Date: 02/25/2025

  We will go ahead and email you all the claims information you need to file your claim for damages. This way you can receive compensation for this. If you need further assistance, please do not hesitate to contact us.