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:07/09/2025

  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.

  KEEP MOVING LLC Quoted me a guaranteed price in writing of $799 to transport my car from ** to **. I gave them 5 days to coordinate the details. On the 5th day when the car was due to ship they called me and told me "good news" they have a driver who will take it for $1499. They pulled a bait and switch. I showed them where they guaranteed the total price to be $799 and they acknowledged and apologized and said they would refund me my deposit. They did not refund my deposit, and they did not line up a driver at the price they committed. I had to line up a different company at significantly greater expense due to short notice.

  Business Response

  Date: 07/22/2025

  Thank you for your feedback, and we're truly sorry to hear about your experience. Our team always aims to provide accurate estimates based on current market conditions, but carrier rates can sometimes change due to availability and timing. We understand how frustrating that can be.
  
  We also want to clarify that you were issued a full refund, and we did not charge any cancellation fee, even though it was outlined in the agreement. We did this as a courtesy and in good faith.
  
  Were taking your feedback seriously and working to improve communication to prevent similar situations in the future. If you have any further concerns, please dont hesitate to contact us.

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23571430
  
  I am rejecting this response because the business did not ever send me a refund.  I disputed the transaction through Venmo and Venmo froze the funds from their business Venmo account.

   

  To date, the dispute is still not resolved with Venmo.  The shipper took 10 days to even reply to the the dispute and is trying to say that they have a contract that says they only estimate shipping fees, despite me providing multiple conversations via Text where they guaranteed the cost to be $799 with no other fees.   Business manager contacted me by text to agree that his company was wrong in promising what they could not deliver.  Said he would refund me but did not ever refund me.  Asking me to cancel my dispute.  If he acknowledges that he was wrong  through Venmo, then my funds will be returned.  He will not admit responsibility , he texts me one thing saying he was wrong and will refund, but then tells ***** he has a contract with me and that he will not refund.  This man is a liar.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 07/24/2025

  You already disputed the amount what else are you looking for. Let's wait for the result.
  Moreover, we have your signed contract copy. So, We are going to take legal action as you are doing everything against the signed contract. There are no further explanations required as of now.
  
  Thanks for your complaint.

  Customer Answer

  Date: 07/25/2025

   
  Complaint: 23571430
  
  I am rejecting this response because: the seller committed to providing a refund and said via text that they have already processed it more than 1 week ago.  No refund was processed , he will not show any proof of a refund.  This man is a liar. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/28/2025

  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.

  Initially quote a price of $150 on 5/19/25 with the caveat final price was subject to change. I agreed and paid 50$ deposit for service of finding a transport for my car. Pick update was 5/23 sometime after 8pm. Service was provided, I feel I was purposefully mislead by my point of contact multiple times.
  I got multiple quotes before signing any agreement with Keep moving. Per the contract I signed, I ceased to work with any other companies after signing. Unsolicited I was contacted by a driver who informed me keep moving had posted my transport job for 575$. This job was posted on the same day I was given my initial quote. Given this evidence I believe that Keep moving provided a quote they knew was not feasible. Per our contract I still refused to do business with this driver who contacted me of his own accord.
  On 5/23 at I was told a driver was available, but I would not be given their contact information unless I paid another 100$ deposit which would go to the driver for fuel and toll.I was told the driver agreed to a final guaranteed price and I would pay 550 total. My original 50$ deposit paid on 5/19, additional 100$ deposit paid on 5/23, and 400 at delivery.After I agreed and paid. I then contacted the driver and was told he wanted 600 dollars on delivery and had not agreed to the terms presented to me by keep moving.
  I spoke to my contact at keep moving and asked for a refund. He refused to discuss my requested refund. I ultimately paid the 600 to the driver. Similar to the 575 price they posted on day one. I believe a real estimate was purposefully kept from me the entire time, and my patience and good will was abused. I would like my second 100 dollar deposit back as this was paid after I was given false assurances of final price by my contact which proved to be inaccurate. I also don't believe this deposit went to the driver as explained. If this is not possible, I would still like to submit proof or poor business.

  Business Response

  Date: 06/10/2025

  Thank you for taking the time to share your detailed experience. We truly regret that your transport process did not meet your expectations, and we appreciate the opportunity to address your concerns.
  We understand how frustrating it can be when communication doesnt align with expectationsespecially with time-sensitive logistics. While our quotes are based on current market trends and we always strive to provide accurate estimates, final pricing can sometimes vary depending on carrier availability, route demand, and timing. This is something we aim to communicate clearly in advance, and we apologize if it wasnt fully transparent in your case.
  
  Regarding your concerns about the second deposit and driver communication: its never our intention to mislead. Were currently reviewing this internally to ensure that the process was followed correctly. We take claims of misrepresentation seriously and will investigate any inconsistencies with the driver communication or fee allocation.
  
  We also want to clarify that the driver assignment and payment structure (including what goes to the carrier) is handled with our carrier network in accordance with standard industry practices. However, if you feel any terms were miscommunicated or not honored, we would like to work toward resolving this properly.
  
  We genuinely regret that your patience and goodwill were tested, and we apologize for the stress and inconvenience caused. Please contact our customer care team at ********************************** with any remaining concernswere happy to provide any documentation or further clarification you may need.
  
  Thank you again for your honest feedback, and we wish you all the best moving forward.

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I asked for delivery of my 2006 **** Taurus from ******* FL to ***********, **. This company offered to do it for $450.00. Then on the day of said PICKUP, said it was going to cost me another $1600.00. I already paid them $150.00. Filed a complaint with the ***********************.

  Business Response

  Date: 05/12/2025

  Thank you for sharing your feedback. We sincerely apologize for any confusion surrounding your experience.
  The initial quote of $450 was an estimate, and as stated in our terms, final pricing is subject to availability and market conditions. Due to the route and carrier availability on the day of pickup, the cost was revised to reflect the actual transportation rate.
  
  We understand that price changes can be frustrating. However, no driver was dispatched without your approval, and we communicated the updated pricing prior to any commitment. The $150 payment was part of the process for securing your order, but as the final price was higher than originally quoted, the agreement needed to be updated.
  
  We take all customer concerns seriously and are committed to resolving issues transparently and fairly. We would be happy to discuss this further and work toward a solution. Please feel free to contact us directly.

• Initial Complaint

  Date:04/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked to have a car transported on 04/14/25. No contact, finally received response the following day that they were still looking to book transport. Then received text messages stating that they had availability but only at an additional $250. This would be a total of $300, twice the original estimated price. I requested a refund and was told that I would not be receiving one as their contract states that the amount provided is an estimate only. Estimates by law cannot be inaccurate by such a large margin, as noted in Florida's statutes, chapter 507. Moreover, the e-mail chain discloses deceptive practices in pricing, schedule for delivery, and it is a violation to: "Include in any contract any provision purporting to waive or limit any right or benefit provided to shippers under this act". Therefore I request the refund of my $50 deposit immediately.

  Business Response

  Date: 04/29/2025

  We are really sorry for the inconvenience. We always try to meet our end of bargain and facilitate our respected customers. 
  
  This deposit was refunded successfully. Proof of refund is also attached. 

  Thanks

• Initial Complaint

  Date:04/16/2025

  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.

  Company offered me service for $375, $100 paid up front via Zelle.Later they said the service will cost around $1000, and the $375 was only an estimate.I did agree to pay $375, price on the contract, and right now they telling me if I cancel, they will charge me $200 for cancellation, so actually I do owe them additional $100.I never said, I want to cancel, and they can't provide the service for the price they offered me before signing the contract.I have to add, this is the third company doing the same thing. I will file additional claim on the other too.

  Business Response

  Date: 05/12/2025

  Thank you for sharing your concerns. We'd like to clarify the situation with full transparency.
  The $375 you mentioned was an initial estimate, not a guaranteed final price. As stated in our communications and contract, final pricing is confirmed once a carrier accepts the order, based on current market rates. Unfortunately, due to increased demand on your route, no carrier agreed to the original estimate.
  
  You signed the contract acknowledging this process and agreed to the $100 deposit, which is used to reserve and coordinate carrier availability. At no point did we force a cancellation. In fact, we have continued trying to find a carrier within your preferred budget, without success.
  The cancellation fee applies only when a customer decides to withdraw after we begin work on the order, which includes driver outreach and rate negotiations. If you choose not to cancel, we will keep working to find a driver at the best possible rate.
  
  We understand your frustration and are committed to helping resolve this in good faith.

• Initial Complaint

  Date:02/11/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 1/22/25, I contacted Keep Moving Logistic to ship my car from ****** to *******. I was quoted $825, incl. tax and that there were no hidden fees. There was no mention of this being an estimated price. I agreed to the price and the agent sent me a contract to review and sign. The cover of the contract stated the following: $150 when placing order and $675, cash on delivery. Total Tariff: $****** ( no mention of an estimated price). The back of the page has a lengthy terms and conditions, which include a statement that "While every effort will be made to confirm a driver for the estimated date and price, no guarantee of pick-up or delivery date can be made." I read this as they could not guaranted a delivery pick-up or date, but, before signing, I contacted my Agent to be clear this was not estimated. He confirmed in writing that it was not estimated. Moments after I sent the signed contract, I was received a receipt that listed Door to Door Est. $ ****** and if I had any questions to call or text. I immediately contacted my agent and questioned the "est" $825, and he confirmed to me in writing, my price was $825. The next morning, he called to arrange for a pickup and told me it would be $1445. I reminded him that I was quoted $825 yesterday and that he confirmed that was all I would have to pay. After much back in forth, he agreed to cancel my order & refund my $175 deposit.On 1/29/25 my agent sent a text that it would be another 2-3 days to process the refund. On 2/10/25 I called the General Manager about the refund. My calls were disconnected. I finally texted the General Manager that I would begin filing my complaints at 3pm if I did not receive the refund I was promised. The Manager texted back cautioning me to not forward my complaints because I had signed a contract and they had done their job, but he would contact his higher ***** team to see if anything could be done. It's now 3pm and no response. I feel this is a predatory business practice.

  Business Response

  Date: 03/20/2025

  We appreciate your feedback but want to clarify that we provided full transparency regarding pricing and terms before proceeding with your shipment. Any adjustments were communicated in advance, and we followed our policies accordingly.
  Additionally, your refund was processed on February 9, 2025. If you havent received it yet, we recommend checking with your bank, as processing times may vary.
  We take customer satisfaction seriously and regret any misunderstanding. Once again, we apologize for any frustration this situation may have caused and thank you for your understanding. We value your trust and look forward to serving you better in the future.
  Sincerely,

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 22924374
  
  I am rejecting this response because: Keep Moving Logistic is not being honest as no refund was sent to my bank on Feb 9th.  I can see at least ten similar complaints recently filed against Keep it Moving Logistics with the Florida BBB for deceptive bait and switch practices.I am requesting an immediate refund of my $175 deposit.  I have also filed complaints with the ***************************************, The *******************************************************, and the ************* Carrier Safety Admiinistration and will continue to file addtional complaints until I receive my $175 refund as promised.  
  
  Sincerely,
  
  ** *** *****

  Business Response

  Date: 03/27/2025

  Kindly check your same Zelle account from which you paid the amount or try checking with your bank. It has been sent from our end. We have mentioned the screenshot below. Thank you for your time.

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 22924374
  
  I am rejecting this response because: I have checked my bank account and no refund for Keep Moving Logistics has been received. Again, they are being dishonest as they said on earlier communication that they refunded me on Feb 9th (which was not true). Attached is an email I received on 3/21/2025 from their General Manager that asks me to remove my BBB complaint so we can move forward (I take this as meaning I would receive my refund). This pattern of communication and dishonesty is similar to other complaints filed with the BBB about this company.  
  ** *** *****

• Initial Complaint

  Date:01/22/2025

  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.

  Signed a contract to ship my car from ******* to ******* with an agreed upon price of $495.00 on 1/6/2025. They were to pick up the car on 1/20/2025. The morning of they sent a text and now wanted $995.00. I have a signed contract and they would not honor the contract. This is bait and switch and a violation of the contract.

  Business Response

  Date: 01/22/2025

  We sincerely apologize for any frustration or inconvenience you experienced during your attempt to ship your vehicle with us. We value your feedback and would like to clarify the situation regarding the pricing.
  
  As a brokerage service, we provide an initial quote based on market trends and route conditions at the time of booking. While we strive to honor the quoted price, shipping rates can change due to factors such as driver availability, fuel costs, weather conditions, and demand on certain routes. In this case, the final price increased to $895 closer to the shipment date due to market fluctuations outside of our control.
  We understand your concern about the price difference and want to confirm that the updated rate was $895, not $995 as stated. Its important to note that our contracts specify that prices are subject to adjustment based on these external factors. Additionally, we always inform customers of any changes before proceeding and provide the option to accept the new rate or cancel without penalty.
  
  We regret that this situation did not meet your expectations and are committed to improving our communication to ensure transparency regarding potential price changes. If theres anything we can do to further address your concerns, please dont hesitate to reach out directly.
  
  Thank you for bringing this matter to our attention and for giving us the opportunity to clarify. We are dedicated to improving our services and delivering better experiences for our customers in the future.

• Initial Complaint

  Date:01/13/2025

  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.

  Never had a contract with this company. They said my girlfriend did and charge a 200$ cancellation fee . When she got back to the same state as me she told me she only asked prices nothing else . They scammed me and also scammed me into sending them pics of my review because then it makes it harder to dispute with the credit card company. This place knows how to scam people correctly

  Business Response

  Date: 01/13/2025

  Hi Team,
  
  We don't have this customer in our record, please take off this complain as we don't have link with this customer. Hope so it's from one of our competitor company. 
  
  Please look into this matter and remove this complain from our profile. Appreciated!

  Customer Answer

  Date: 01/14/2025

  This should be all you need 

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22803109
  
  I am rejecting this response because:

  Attached is the invoice you submitted to my girlfriend ******* ******* claiming she hired you when in actuality she only contacted you for pricing. No contracts were ever signed. I paid out of good faith believing she had hired you to ship her vehicle but did not find out this was not true till her return to **. Please refund my money.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 01/15/2025

  You already disputed the amount what else are you looking for. Moreover, we have your signed contract copy. So, We are going to take legal action as you are doing everything against the signed contract. 
  Thanks for your complaint. 
  

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22803109
  
  I am rejecting this response because:

  I got a email with a message back from the company. That contract was never signed by me or *******. It also says signed on 12/23 and she was already back in WI long before then and I filed to have it stopped with my credit card company on 12/16 so they made that up.
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22803109
  
  I am rejecting this response because:

  I got a email with a message back from the company. That contract was never signed by me or *******. It also says signed on 12/23 and she was already back in WI long before then and I filed to have it stopped with my credit card company on 12/16 so they made that up.
  
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 01/16/2025

  As you have already filled a dispute with the bank. So, let's wait for the result. 

  There are no further explanations required as of now. Thanks!

• Initial Complaint

  Date:11/22/2024

  Type:Sales and Advertising 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.

  Bait and switch after deposit paid. Almost doubled the price making it useless to me. Not a reputable company and Im sure has stolen from many consumers.

  Business Response

  Date: 12/05/2024

  We are writing to address the complaint filed by ***** *****. After reviewing the matter, we confirm that we provided the agreed-upon services and delivered the vehicle in accordance with the customers requirements and expectations.
  
  We have communicated with the customer to resolve any concerns, and the matter has now been fully addressed to their satisfaction. As this issue has been resolved, we kindly request that the complaint be removed from our records to reflect the positive outcome.
  
  Thank you for your time and understanding.

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company is fraudulent they stole my money on false pretense! Its a bunch of foreign brokers targeting Americans and this industry needs to be more carefully regulated! Its predatory because theyre keeping my auto on this load board to inconvenience my move as retaliation for me not going with their company! Ive asked many times to refund me! And theyre threatening me telling me unless I take the review down I want get a refund! This is their text to me clearly its a threat and maybe law enforcement should take a closer look at the practice of this company

  Business Response

  Date: 09/13/2024

  We are sorry to hear that you are still dissatisfied with our service, but we want to clarify the situation in full detail.
  First, we must address the claim that we are operating under false pretenses or engaging in predatory practicesthis is simply not true. You were made fully aware of our terms and conditions, including the refund policy, when you signed the contract. Despite your concerns, we have worked diligently to resolve the situation and refunded the full amount of $150 on August 26, 2024, as promised.
  Your accusation that we are holding your vehicle on the load board as retaliation is unfounded. We have no control over the listing after cancellation. The process is governed by market availability and scheduling, not any action on our part. Retaliation is not a practice in our industry, and we have never engaged in such behavior.
  You also mentioned earlier that you were "a man of your word" and would remove your review once the refund was processed. Although we refunded the full amount but your review/complaint remains, and we have not received any response to our multiple attempts to contact you by phone, text, or email. This is disappointing, as we were acting in good faith.
  Lastly, we have never threatened you regarding your refund. We processed the refund in line with our policies and timelines, as clearly communicated to you, and have done everything possible to address your concerns.
  Please feel free to reach out if you require further clarification. We are more than willing to discuss any remaining issues you may have.