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:09/01/2025

  Type:Service or Repair 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 contacted Astronaut Moving and Storage on August 3rd, for our move on August 14th, 2025, ************* to *****. I spoke with ***. He gave an estimate for a total of 10 hours, 3 to load, 5 travel time, 2 to unload. at $139.00 an hour. Total $1,390.00. On August 4, I gave him a deposit of $495.00 and confirm for August 14th at 8am. On august 13th, I called to reconfirm for the 14th. They showed up at 10am. They loaded the truck and finished at 1pm, and locked the truck. At this point he notifies me that this is a two day job. This the first the time he mentioned anything about a two day job. Had I know this I would have hire another company. Im a 66 year old paraplegic; my body cant handle two days in the wheelchair. He said sorry, they will drive there now and get there about 5pm, and get a room. Hes not allowed to drive after 5pm, was his reason and they will be there at 10am to unload. He left us with only the clothes we were wearing. We went to pickup the keys from the manager because that night she will not be there tomorrow. We looked for a hotel that accepts cats. In the morning headed to the house and waited until 10am for ***. to arrive. At 11am still a no show I called him. *** said the *** said they will be there at 1:45pm. What GPS?! Youre supposed to be in *****. He said he had something to do in *******. At 2:30 still nothing, called him again. He said sorry but now it will be 5pm. I asked him but yesterday you couldnt drive after 5pm. He said dont worry, he will not log this into his system and will finish the job. When they got there they charged me for four hours move for the drive back. Again, this was never mention at all before and I had to pay before they unload the truck. I notice everything was thrown around in the truck. Boxes were upside down. We have sewing machines we use to work from home. They were on their side and leaking oil. Two of the machines were damaged and we havent found anyone to repair them.

  

  Business Response

  Date: 09/12/2025

  Dear BBB and Mr. ************************* you for bringing this matter to our attention. At Astronaut Moving and Storage, we value our customers and take all concerns seriously.
  
  
  Our records reflect that the original estimate was based on information provided at booking. On the day of service, there were substantially more items than originally expressed, which contributed to additional time and cost. While our crew worked to complete the move as efficiently as possible, we regret that the scheduling and communication did not meet your expectations. We sincerely apologize for the inconvenience and difficulties this caused.
  
  
  Regarding your concerns about damages: all moves are covered under our standard claims process. For formal review and assistance, you may file a claim directly with our third-party claims administrator:
  
  
  CSI Pros
  Phone: **************
  Email: *****************************
  Website: ***************
  
  
  To demonstrate good faith and to help resolve this matter amicably, Astronaut Moving and Storage is also willing to issue a $200 refund directly to Mr. ********************** are committed to learning from this experience, improving our communication, and working toward a fair resolution for all parties involved.
  
  
  Respectfully,
  ******* *****,

  Customer Support, ********************
  

  
  

  Customer Answer

  Date: 09/13/2025

   
  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.
  
  Sincerely,
  
  ***** *******