Business Profile

Moving Brokers

Bronze Star Moving and Storage Incorporated

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Complaints

Customer Complaints Summary

33 total complaints in the last 3 years.
17 complaints closed in the last 12 months.

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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:08/25/2025
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.
This complaint is to detail the shady, unethical, and deceitful business practices that I experienced while working with Bronze Star Moving and Storage for my daughters and my move from ***** to ******* 5/31/25. First off, they did not explain that they are the BROKER and not the moving company. The business was not transparent about several things (too long to type everything here, but we have a 6 page document and photos and logs of conversations with employees we could share upon request). Would like to mention I also felt that I was coerced into "locking in" with the contract without the broker explaining/reviewing the contract because he insistent it was a "standard" document that ALL moving companies have. Items damaged/broken and missing, our moving price unexpectedly doubled from what our quote was ($6k to $12.5k WITHOUT our items doubling), lack of/poor communication from employees, dishonesty with misrepresentation and misguidance on moving process and expectations, intimidation and threats from subcontracted company (Express Movers, who we had no idea would be involved in moving our items) which has caused ongoing emotional distress. When our belongings were delivered, the movers tried to unload all the items as quickly as possible and none of the movers paid attention to our inventory list and things were just stacked carelessly into a storage unit. Subcontracted company employee warned us not to file any complaints and stated that if we did, it would make things "worse" for us (and then he proceeded to tell us stories about other customers to further scare us). After our ********************** nightmare, we found there are many other Bronze Star customers who had similar horrible experiences to ours (we have over a dozen screenshots to support this) and many of their stories PARALLELED ours... which supports it is standard that Bronze Star engages in corrupt business practices. Attempted to contact Bronze Star and Express Movers but no help or compensation was given.
Business Response
Date: 08/26/2025
Bronze Star Moving & Storage respectfully responds to Ms. ******* complaint. While we empathize with the stress that can come with a long-distance relocation, her allegations are not supported by the signed agreements and Bill of Lading, federally mandated disclosures, and industry-standard procedures that governed her move.
1. **************************start="648" data-end="651"> From the outset, Ms. ******* was informed in writing that Bronze Star Moving & Storage is a licensed interstate household goods broker (USDOT ******* / MC *******), not a carrier. This disclosure appears in bold on every Binding Estimate she electronically signed. At no point was the nature of our role hidden or misrepresented. It is also prominently displayed on the top of our website.
2. Binding Estimate and ***********************start="1030" data-end="1033"> Ms. ******* voluntarily executed a Binding Moving Estimate, which itemized her inventory and cubic footage, and acknowledged that if additional items, cubic feet, or services were required, the carrier would assess additional charges at the contracted rate. The increase in final charges stemmed from added volume and services provided by the carrierfacts reflected on her signed **** of Lading. To claim her belongings did not double while charges increased disregards the written inventory and change orders executed prior to and at pickup.
3. Payment Structure and *************start="1615" data-end="1618"> The payment schedulebroker fee by credit card, pickup balance due before loading, and delivery balance due before unloadingwas fully disclosed in her Binding Estimate and the Bill of Lading. Ms. ******* acknowledged these terms. Fees she now calls wrongful were itemized and agreed to in signed documents prior to service being rendered.
4. *********************************start="1991" data-end="1994"> As required by federal law, Bronze Star brokered the job to a federally authorized motor carrier, Express Movers. The motor carrier, not Bronze Star, is solely responsible for the physical loading, transport, and delivery of goods, including inventory verification and handling. Any issues regarding delivery stacking, missing or damaged items, or crew behavior fall under the carriers direct responsibility. These issues must be pursued through the carriers claims process and their federally mandated cargo liability coverage.
5. ***************************start="2553" data-end="2556"> We categorically deny that Bronze Star engaged in or condoned intimidation or threats of any kind. Alleged comments made by carrier employees are not attributable to Bronze Star. Customers who feel unsafe are encouraged to immediately document the interaction with local authorities and the *****, which oversees carrier conduct.
6. ****************************start="2915" data-end="2918"> The customer is now demanding *********** than triple the amount paidbased on alleged emotional damages and unsupported claims. BBB mediation is not a forum for speculative punitive damages. Compensation beyond the carriers formal claims process is not warranted, particularly when signed contracts and federal regulations clearly governed the services.
Conclusion
Bronze Star Moving & Storage complied with all legal disclosure requirements and broker responsibilities under ***** regulations. The customers signed contracts control this transaction. Her dissatisfaction with the motor carriers on-site handling does not constitute fraud, coercion, or misrepresentation by Bronze Star. Accordingly, we respectfully reject the request for refund or additional compensation.
Customer Answer
Date: 09/03/2025
September 3, 2025
Response to ID ********.
REJECT Business Response:
Where I had specifically stated in my complaint that they are deceptive OUTSIDE of the contract which is all they kept referring to, they obviously do this to shield behind the truth that really happened as a way of covering up their horrific mistakes and misleading information.
The $19,000 as outlined in Number 6 was a total cost and NOT me asking for more than triple the amount paid as they stated. I in fact paid them a total of $11,967.36 which is double the initial quote (I recently found the statement as I had previously reported an estimate of $12,500 for total I paid- see attached). As I had stated, I was guaranteed by ****** ******** (employee at Bronze Star) the cost would not be more than $6,500 unless something major was added or changed on my end - which it did NOT.
The $19,000 is the total amount from adding the unnecessary overage of what I paid which equates to $7.032.64 for deceptive added charges. And note, this does not even cover our emotional distress, damaged items, lost itemswhich some of these items are priceless that we can never get back! Their route for us going after Express Movers for compensation is as deceptive as their practices. Express wouldnt even contact us back after we complained the day after our belongings were delivered. From research, its not worth the time and added stress to get very little compensation.
Breakdown: $19,000 (total cost) -$7,032.64 (overage) = $11,967.36 (total paid). Asking $7,032.64 for amount we should not have paid through Bronze Star.

Customer Answer
Date: 09/03/2025
September 3, 2025
Response to ID ********.
REJECT Business Response:
Where I had specifically stated in my complaint that they are deceptive OUTSIDE of the contract which is all they kept referring to, they obviously do this to shield behind the truth that really happened as a way of covering up their horrific mistakes and misleading information.
The $19,000 as outlined in Number 6 was a total cost and NOT me asking for more than triple the amount paid as they stated. I in fact paid them a total of $11,967.36 which is double the initial quote (I recently found the statement as I had previously reported an estimate of $12,500 for total I paid- see attached). As I had stated, I was guaranteed by ****** ******** (employee at Bronze Star) the cost would not be more than $6,500 unless something major was added or changed on my end - which it did NOT.
The $19,000 is the total amount from adding the unnecessary overage of what I paid which equates to $7.032.64 for deceptive added charges. And note, this does not even cover our emotional distress, damaged items, lost itemswhich some of these items are priceless that we can never get back! Their route for us going after Express Movers for compensation is as deceptive as their practices. Express wouldnt even contact us back after we complained the day after our belongings were delivered. From research, its not worth the time and added stress to get very little compensation.
Breakdown: $19,000 (total cost) -$7,032.64 (overage) = $11,967.36 (total paid). Asking $7,032.64 for amount we should not have paid through Bronze Star.

Customer Answer
Date: 09/04/2025

Complaint: 23793020

I am rejecting this response because:
September 3, 2025
Response to ID ********.
REJECT Business Response:
Where I had specifically stated in my complaint that they are deceptive OUTSIDE of the contract which is all they kept referring to, they obviously do this to shield behind the truth that really happened as a way of covering up their horrific mistakes and misleading information.
The $19,000 as outlined in Number 6 was a total cost and NOT me asking for more than triple the amount paid as they stated. I in fact paid them a total of $11,967.36 which is double the initial quote (I recently found the statement as I had previously reported an estimate of $12,500 for total I paid- see attached). As I had stated, I was guaranteed by ****** ******** (employee at Bronze Star) the cost would not be more than $6,500 unless something major was added or changed on my end - which it did NOT.
The $19,000 is the total amount from adding the unnecessary overage of what I paid which equates to $7.032.64 for deceptive added charges. And note, this does not even cover our emotional distress, damaged items, lost itemswhich some of these items are priceless that we can never get back! Their route for us going after Express Movers for compensation is as deceptive as their practices. Express wouldnt even contact us back after we complained the day after our belongings were delivered. From research, its not worth the time and added stress to get very little compensation.
Breakdown: $19,000 (total cost) -$7,032.64 (overage) = $11,967.36 (total paid). Asking $7,032.64 for amount we should not have paid through Bronze Star.

Sincerely,

***** *******
Business Response
Date: 09/12/2025
Bronze Star Moving & Storage Response to *************************** respectfully address Ms. ******* rejection of our prior response:
Total Paid vs. Triple the ***************start="427" data-end="430"> Ms. ******* now states she paid $11,967.36 and not $19,000. This clarification does not alter the core issue: her charges were based on actual cubic footage and services reflected in the signed **** of Lading executed with the motor carrier, Express Movers. The difference between her initial estimate and final charges does not stem from deceptive added charges, but from additional space and services that were documented, accepted, and signed for at pickup.
Allegations of **************************start="937" data-end="940"> Ms. ******* claims we shield behind the contract to avoid the truth. In interstate household goods transportation, contracts are not optionalthey are federally mandated under 49 CFR Part 375. Binding Estimates, Bills of Lading, and broker disclosures exist precisely to protect consumers and provide transparency. Bronze Star disclosed in bold, on every document, that we act as a licensed broker, not the carrier. To suggest that honoring and enforcing federally required documentation is shielding is both inaccurate and misleading.
Guarantees of **************start="1511" data-end="1514"> No written record exists of a $6,500 guarantee. The Binding Estimate signed by Ms. ******* explicitly states that final charges are based on the actual cubic footage, services, and space required as determined by the carrier at pickup. This document controls the transaction, and federal law recognizes the Bill of Ladingnot verbal statementsas the controlling legal instrument.
Carrier ******************start="1924" data-end="1927"> Alleged damages, losses, or customer service issues fall squarely under the carriers federally mandated cargo liability coverage. Bronze Star fulfilled its broker obligation by assigning a properly licensed carrier. If Ms. ******* believes the carrier failed to respond to her, the proper recourse is through the carriers claims process and, if unresolved, through the ****** consumer complaint system. To suggest Bronze Star is deceptive for referring her to the lawful channel for claims is unfounded.
Compensation ***************start="2465" data-end="2468"> Ms. ******* is demanding $7,032.64 from Bronze Star for what she calls overages. Yet, those charges were not imposed by Bronze Star; they were assessed by the carrier based on additional volume, as reflected in the signed **** of Lading. Asking Bronze Star for reimbursement of carrier-assessed charges is misplaced.
Emotional ************************start="2822" data-end="2825"> We understand the frustration moves can bring, but BBB mediation is not a forum for speculative claims of emotional distress. Compensation for such claims is not contemplated in ***** regulations, nor is it supported by the contracts executed.
Conclusion
Bronze Star Moving & Storage complied with all FMCSA disclosure requirements, broker obligations, and contract terms. The customers dissatisfaction with the carriers pricing or handling does not equate to fraud or deception by Bronze Star. Accordingly, we reaffirm that no refund or additional compensation is warranted.
Initial Complaint
Date:07/24/2025
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.
When I call to make arrangements for my new upcoming move, I was quoted one price. We went step-by-step of the inventory as well as I sent a video of-the inventory when the movers got to my house to move my belongings I was quoted for a different price I had to pay an extra $2000 because they said I was going to use more room than they thought. I explained to dispatch that I went through the inventory with the company, so Im not understanding. Why did I have to pay extra? Nothing was then my belongings got delivered to the new address one month later and they did not put my best together like they should have because Ialready pay for them to do that. Communication was terrible with bronze as well as terrible with dispatch as well as terrible with the company that brought me my belongings zero out of 10 do not recommend my belongings got delivered June 16. My beds are still not together every time I call and speak with the man I get a runaround on top of my 65 inch TV was broken during transport. Im also getting the runaround about that.
Business Response
Date: 08/04/2025
We are sorry to hear the customer is dissatisfied; however, much of what is stated is either incomplete or omits key facts from the actual events.
1. Change in Price at ****************start="331" data-end="334"> Per our Binding Moving Estimate, which the customer signed before scheduling their move, the agreed rate was based on the inventory list provided during booking. It is clearly stated in bold that:
VERY IMPORTANT If you add items at pick-up or if the items are a different volume and/or weight from what is estimated on this agreement:
The mover must provide you with a revised estimate.
Contact our office at ************** so that we may assist you with any revisions.
DO NOT allow the mover to load the truck or perform any services before you call us. You must agree in writing to the new estimate.
At pick-up, the motor carrier determined that the actual cubic footage of the shipment exceeded the original estimate provided from the inventory list and video walk-through. This required a revised estimate, which was presented to and signed by the customer before any items were loaded. The increased price was due solely to the additional space requirednot arbitrary charges.
2. Delivery and *****************start="1394" data-end="1397"> The delivery was completed on June 16. Assembly of basic furniture is included; however, the customer did not report any missed assembly services until after delivery had been completed. We encourage all customers to review and note any service concerns at the time of delivery so that the carrier can address them immediately.
3. Damage **************start="1747" data-end="1750"> The customer mentioned a damaged ******* television. All interstate moves are covered under limited liability valuation of $0.60 per pound per article unless additional full-value protection is purchased, as clearly stated in the signed paperwork. The correct process for damage claims is to file with the carriers claims department. We have already provided the customer with the claims form and instructions.
4. *******************************start="2194" data-end="2197"> We acknowledge that moving involves multiple parties: the booking broker (our company), the dispatch team, and the motor carrier. All communication attempts from our office are documented, and we have provided responses each time the customer reached out.
In summary:
The revised cost was due to increased shipment volume, acknowledged and signed by the customer at pick-up.
Delivery was completed in full on June 16.
Any damages must be processed through the formal claims procedure per federal regulations.
All terms were disclosed and agreed to in writing prior to services being rendered.
We consider the matter to have been handled in accordance with the signed agreement and federal moving regulations.
Initial Complaint
Date:07/24/2025
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.
2 Transaction 04/23/25 $3000 06/04/25 $2500 The business has not tried to resolve the matter and immediately became nasty despite their breach of contract.Contracted for a move with a 2500cu ft truck including my tool-boxes. Originally paid for a 2100 Cu ft. Load planner calculated at 1900cu feet but bought extra for dead space they later said I had to pay for. ***************** of tool-boxes & all stuff being moved-No problem they said. On move day they came with a truck of about 1700 cu ft NOT 2500. Then they proceeded to attempt to extort more money for another truck. The truck they came with was only up to 1700 cu ft, a full 800 cu ft too small.They promised the tool-boxes could be loaded, saw the pictures repeatedly over 2 *********** even broke the largest down anyway from one large to 5 smaller. They said they needed to transfer the items to another truck and couldn't do the tool boxes because there was no lift gate on the semi's. BS knew I had the tool-boxes for months. They wanted to charge more to rent a truck in *********** to transfer and deliver again. I had a contract for the whole move not part of it. We were promised a "direct move" with "no ****************** getting an expedited move..." on a recoded call, with notice I was recording. They wanted more money to bring another truck. They brought too small a truck to begin with. They needed 47% more capacity being 800 cubic feet too little. THEY DID NOT SEND THE CONTRACTED AMOUNT.I told Bronze Star I was renting an additional 400cu ft U-Haul for awkward size items to eliminate this objection. 2500 cu ft plus my 400 & being only 1900 load planned. 2900 for a 1900 cu ft move! They said they would send another company the next day & promised calls back & they never did, they went **** The next day a company called but they had the same problem with no liftgate & the need to transfer the items but unable to. We had to be out that day or face a $1000 fee a day. We had to hire someone else.
Customer Answer
Date: 07/31/2025
Attached is a link to a video of the incident and fraud. The phone calls were announced as being recorded by them and me so everyone was fully aware the calls were recording. Both their notice and mine are announced automatically when the calls are answered. The video of the movers was recorded with their knowledge. I have an even longer video I can provide. I have the video as mp4 at 19mb approx.
****************************

Thanks,

**** *********

Business Response
Date: 08/15/2025
We categorically reject Mr. ********** allegations. All documentation including the three signed Binding Moving Estimates (4/22/25, 5/20/25, and 6/3/25) and the executed Job Acceptance Form signed by the carrier shows that services were arranged, terms were fully disclosed, and industry-standard procedures were followed. The record directly contradicts his claims:
Volume & Truck Size
The signed Binding Estimates clearly state that the estimated cubic footage is based on the itemized inventory list provided by the customer, and that if additional items, services, or cubic footage are required, costs and logistics may change.
Mr. ********** inventory included 11 large toolboxes and numerous bulky/heavy items. The motor carrier prepared based on the contracted list. On move day, the carrier determined additional equipment and/or services (such as liftgate access) would be required an industry-standard adjustment when specialized handling is needed. This is not a breach of contract; it is a standard operational necessity outlined in the signed agreement.
Direct Move & Transfer
The Binding Estimates and Job Acceptance Form state in writing that all pickup and delivery dates are estimates, that transfers may occur depending on logistics, and that ************************** must be purchased for any guarantee which Mr. ********* did not do. There is no contractual basis for a guaranteed direct move without transfer.
Liftgate & Toolbox Handling
The need for specialized handling or alternate equipment is addressed in the agreement under ****************************** The motor carrier is not obligated to provide liftgate service unless it was contracted in advance, and no such service was ordered.
Broker vs. Carrier Responsibilities
Bronze Star Moving and Storage is a licensed interstate broker (USDOT *******, MC *******), not the motor carrier. The carrier We Haul Moving Services (USDOT *******) is solely responsible for the physical transport, equipment provided, and handling decisions on move day. This was disclosed prominently on every estimate and in the Job Acceptance ****************** signed.
Refund Claim
The signed cancellation policy acknowledged in all three Binding Estimates states that the deposit is non-refundable after 72 hours (or if customer refuses service at loading). Mr. ********* booked within this window, accepted the terms electronically, and did not cancel within the allowable period.
Additionally, the agreement states that if pickup is refused by the customer for any reason, the broker fee is forfeited. Mr. ********* refused service on move day, which triggers this clause.
Conclusion
Mr. ********* entered into three separate signed agreements, all of which disclosed the terms he is now disputing. The carriers operational adjustments were consistent with industry standards and the signed contracts. There was no breach by Bronze Star Moving and Storage.
We request that the BBB close this matter, as the documentary evidence confirms that services were arranged in full compliance with the signed agreements and applicable federal regulations.
Customer Answer
Date: 08/24/2025

Complaint: 23649051

I am rejecting this response because: (there is an attachment of this statement in pdf so that it might be more easily read. I tried to separate it but the webpage scrolls funny and you can only see a small portion at once as opposed to a larger body window to the message.
What I need to send is much larger than 8mb and 5 files but I will attach what I can. There are emails, videos and mp3's of a call with the contracted movers Sunstate implicating this business in a fraudulent scam and as such. There is an option to add more info at the bottom but I don't know if it disappears if I do this response and I don't know if the response disappears if I do the attachments. I am attaching 2 compressed mp3's that have a larger file size that I would like to send because I do not know what the quality willbe that you can hear. Please advise how to send additional information.

Well< I get this statement: "2 of the file(s) you have uploaded are either too large or a file type we do not accept. Please check your uploads and resubmit." The MP3's are an important part of this claim and need heard. Without them, a proper determination may not be able to be reached. Please advise how to send them. I have included ******* links in my response that you can hear these on video on YouTube.
Body of reply
Reply to H32393233343**3373234H Star Movings Response on 08-18-25.

#1 Response by H32393233343**3373234H Star Moving (referred to as ** below):
We categorically reject Mr. ********** allegations. All documentation including the three signed Binding Moving Estimates (4/22/25,5/20/25, and 6/3/25) and the executed Job Acceptance Form signed by the carrier shows that services were arranged, terms were fully disclosed, and industry-standard procedures were followed.

My Reply:
The estimate dated 4/22/25 was a move date over a period of two years because we did not have a definite date. The estimates on 05/20/25 Was for once we narrowed down our move dates. Both estimates were for 2198 cubic feet. The 06/03/25 estimate was for 2598 cubic feet.
I have not seen this executed Job Acceptance Form Signed by the carrier that they referenced. The carrier did not show up with the proper sized truck. They showed up with a truck that was only 1700 cubic feet. The contracted amount was 2598 cubic feet. We have paid extra for this carrier to bring a larger truck so that they can fit everything for our move. The carrier also attempted not to move everything. The carrier wanted to leave out 40% of the 1900 cubic feet that we had to move and to which we paid for an additional 600 cubic feet for Potential Dead Space. On top of that of the 1900 cubic feet I had a 400 cubic foot U-Haul that we were able to load 600 cubic feet worth of items into. The carrier, Sunstate attempted to extort more money out of us and now claims that H32393233343**3373234H Star Moving, referred to from here out as **, never told them about the toolboxes that I have documentation including audio, video, and e-mail, Never shared any of the pictures or descriptions, or spreadsheets with an inventory list that they promised they would share. In addition, the company made promises on phone calls that were recorded with the knowledge of both parties that stated that I would receive a 40-foot truck with a lift gate, with a dedicated move that would be expedited, no transfers, and nobody else on the truck going directly to *****. ** knew for three calendar months that the nature of the toolboxes would not allow for a transfer to other trucks and thus that is why they made the promises. They knew that I had these large toolboxes that needed to be moved. Their representative ****** even looked up the weight of the toolboxes and we discussed what kind of tools were in them and that they had additional weight.

The fee paid to the broker for their estimate fee, and services are listed as $2522.03 on 04-22-25 & 05-20-25. When services that are promised are not delivered, then there is no expectation that the service provider or lack thereof in this case should be paid at all. Therefore, I demand that they refund me this fee. They were to provide for a move with the capacity of 2598 cubic feet, a 40-foot truck with a lift gate, a direct move,expedited, not being a shared truck with any other people H3**53339333734363**3H, no transfers,and we're aware of and promised accommodating my toolboxes including their weight with everything in it. I exercised all due diligence to keep them informed of the size of my move as well as produced spreadsheets that had detailed information. The carrier Sunstate Moving stated that they never got any of the toolbox pictures or any information about the items of the move such as the spreadsheets I provided along with pictures and descriptions in detail over that three-calendar month. I also continued to update ** and was talked into paying additional money for larger capacity to ensure that everything could be taken. They were to give the fee above their estimate fee to the carrier. We arranged for additional payment so that the carrier could accommodate a larger truck and they made promises to me about the size of the truck being 40-feetwith a lift gate, being a direct move, being expedited, and not being part of a shared truck with other people H3**53339333734363**3H. Sunstate Movers said they were not paid anything and should have been paid by ** to show up. Additional monies were collected so that they could bring a larger truck and accommodate my toolboxes along with having the move be direct, with no transfers and expedited, which they did not.

The estimate form they refer to has their broker estimate fee which changed and dropped to $2**2 on 06-03-25. Their estimate includes:
Basic Estimate Price $**990.00
Fuel Surcharge: ***** % $1558.80
Binding estimate fee $2**2.03
Packing Materials $**0.00
Senior, Local, Book it Now - $2997.83
Basic Valuation Protection:
$0.60 per lbs. per article
$0.00
Total Moving Estimate $**773.00
Customer Payment $5500.00

Sunstate ********************** would be paid everything, but the broker estimate fee. This is their commission for brokering the deal and having the move completed according to the terms both in writing and verbally as recorded on some phone calls both parties knew were being recorded, their phone calls before I started recording, and an e-mail and text. Common sense would say that the broker would not receive the following but that the H3**53339333734363**3H company Sunstate Movers would receive and should have received the amount of the total H3**53339333734363**3H estimate except for the broker estimate fee of $2**2.03. Sunstate Movers should have received the fuel surcharge of $1558.80, as they are obviously the ones driving the truck and should receive this. They should also receive the money for packing materials which were $**0. Obviously, they would receive the total H3**53339333734363**3H amount minus the discount minus the broker estimate fee. Therefore, they should have received $3377.97. They did not. And they would have collected 50%of the remaining balance when they picked up the move, and then the last 50% of the remaining balance when they complete the move at its destination. This company not only did not deliver what was promised but they stole Sunstate Moversmoney that would pay them to show up and all its costs.

In a recorded phone call both parties were aware of regarding my claim against Sunstate Movers, which I will include, the mover describes the business practices of ** and how they are lying and scammers. The representative affirms that they never received any money, that they did not receive any pictures for my toolboxes and no notification about the nature and extent of what was required for the move. They also did not receive any information regarding *** commitment to me for a 40-foot truck with a lift gate, expedited, dedicated with nobody else on it and a direct move. The representative told me that the broker is unscrupulous that they lie and they stole my money, and they found a sucker that would give them more money. The representative said they did not get the money from the broker even though the broker promised me that they paid them a portion of the first deposit except broker estimate fee, and then all the second deposit of $3000 that I made for upgrades,plus collect the addition monies due for the H3**53339333734363**3H estimate minus discount. The representative told me that they collect half of the remaining balance when they pick up the stuff and then collect the second half when they deliver it, and they receive no payment. I asked the representative why they only brought a 1700 cubic foot truck when they were supposed to have brought capacity for 2598 cubic feet Which I paid extra for above the other fees, to which I did not receive an answer. Knowing what ******** knows about brokers as they described it to me, I would think that they would be smart enough, proficient enough, and concerned enough about their reputation and the customers move to call the customer to confirm details before they show up and realize that yet again it is another unscrupulous fraudulent broker that lied to the customer and promised them all kinds of things that weren't true. This type of thing reflects terribly on the broker as well as on a company such as ******** who claims that they care about the customer, and they are supposedly so professional. Common sense would be not to do business with this company or any company like this in the past, present and future given the experiences they say they have had and their knowledge of brokers as a whole.

The representative told me they did not receive any of the pictures that I asked the brokerage to give me. I was told these brokers lie and sit around with their feet up on the desk and take orders for moves and then lie about what capacity and everything else that you are going to get. I was told the representative heard my video and the calls between the broker and said that the 40-foot truck with the **** gate and a direct move expedited was never going to happen and they were just lying to me. The representative heard the whole thing. The representative said that she has been doing this for over 20 years and knows a scam when she sees one. I asked the representative why they would do business with brokers if they knew brokers, including this one were unscrupulous, lying scam artists. The representative said they occasionally pick up business from brokers. This points to the lack of integrity, honesty,And lack of following industry standard procedures. I asked why ******** would not call the customer ahead of time if Sunstate knew and knows brokers do this kind of thing to make sure that everything is on the up and up so there are no surprises.

The representative summarized fraudulent con artists sitting around with their feet up on desks waiting for the next sucker to come along to steal from because the average person does not understand how corrupt the H3**53339333734363**3H business is. She confirmed that this is how the H3**53339333734363**3H business operates, these brokers, and it is a shame.

They showed up with too small of a truck and there is nothing that can change that fact. Then they tried to get more money out of me because they were going to need more trucks at 2 locations. If what the representative is saying, that she understands brokers con the customer and lie to them, then they should manage the situation differently when they get to a job and realize that the customer has been lied to and conned. They should not try to get more money out of the customer. Again, they should have called before ever coming out and we could have had these conversations and figured out what to do before it got even worse.
In the end neither company did my move, and I am missing $5500 that I was defrauded out of plus all the destress, suffering and abusive threats I have been subject to as an older disabled person. My family has been through ****, and this cost us way more than the $5500 that we lost. I had to pay more money with new movers to do the move which cost me more time and money. No services were provided that were not part of their elaborate con game to steal, and I did not get what I paid for. The broker sent out a mover that was not prepared for the move with too small of a truck that wanted more money to do less of a job. This is not providing the service they promised.

*** response says that they followed industry standard procedures. Unless industry standard procedures are to lie, cheat, steal and blame each other so to avoid responsibility then both companies were a total fail and violated the law on many levels including ***** regulations, *** regulations,California regulations, ****trans regulations, Bureau of **************************** (****) regulations, State and Federal law for fraud, conspiracy to commit fraud, and theft. They also violated everything that is decent about humanity and what would be commonly expected in doing business.

#2 Response by **:
Volume & Truck Size
The signed Binding Estimates clearly state that the estimated cubic footage is based on the itemized inventory list provided by the customer, and that if additional items, services, or cubic footage are required, costs and logistics may change.

My Reply:
This H3**53339333734363**3H company is a joke. Do they think everyone is stupid?I paid for 2598 cubic feet. The movers showed up with 1700 cubic feet regardless of anything else. They showed up with only 65% of the capacity that I paid for. In no world could they try to use the statement above in the contract to say that I should expect that they would come with less than that for which I paid? Look how ridiculous that statement is. We already know because I have texts to confirm it as well as phone calls that were knowingly recorded by both parties, and e-mail, that clearly state what was involved with this move, from the size of the toolboxes to an incredibly accurate inventory list as **** said. There was no time that they were not aware of what was involved with this move including everything about the toolboxes, their size and contents, and the total estimated cubic feet of what I had.

The important thing is I sent many excel spreadsheets with updates continually that included the size of each item and calculations that estimated the net amount of space it would take. I was told in these texts and over the phone how accurate my model was with my spreadsheets and lists in comparison to their ** model that I was told they use. In text messages to ***** where at the time we had arranged for a 30-foot truck for 2198cu ft before I paid for an upgrade to 2598 cu ft, ***** says that Your pretty close on calculations to what the artificial intelligence thinks. That means that they thought my inventory spreadsheet with calculations was incredibly accurate as **** said in a phone call. On top of that I continue to update it. There is no reason for any cost to go up beyond the 2598 cubic feet I paid for because the incredibly accurate as **** said in a phone call and pretty close as he said in a text. ** spreadsheets that I created confirmed I only had about 1900 cubic feet. I paid for an additional 600 cubic feet, yet they only brought a truck that was 1700 cubic feet and as I say again only 65%of what I paid for. On top of that some of the 1900 cubic feet ended up on a U-Haul that I rented that had the capacity of 400 cubic feet, but I estimate was about 600 cubic feet worth of stuff we moved That they did not even have to put on a H3**53339333734363**3H truck.

The movers that they contracted with not only did not bring a big enough truck but tried to get more money out of me to move less stuff.They only wanted to move the inside items. The largest toolbox was broken down into 5 separate toolboxes. In addition, there were two other toolboxes that were of standard household size. There was only one toolbox table saw combo that was larger. The movers did not even try to consider H3**53339333734363**3H the other toolboxes,any of them including any of the other stuff outside. The other stuff besides the toolboxes outside amounted to about 60% of everything that was outside.They only wanted to move the inside stuff. They could have moved all the inside stuff plus the 60% of stuff outside before even lifting a finger to think about the toolboxes. There was no suggestion that they do that and no negotiations about H3**53339333734363**3H anything outside it was either move only the inside or they would find somebody else to do the move. This is on video. With 40% or less of the stuff outside being toolboxes, most of them could have been moved up a ramp let alone with a liftgate it would be a breeze. Sunstate had a lift gate but too small of a truck for the move. There was only one toolbox that could have presented an issue. Even it could be moved easily, fit easily and SAFELY on their lift gate. Had they provided the promised capacity and promised 40-foot truck with a lift gate, with the direct move, they could have accommodated everything easily and conducted the move to its completion without any additional rentals or costs. Interestingly and repeatedly through a period of three calendar months I continued to mention the toolboxes, share pictures and statuses and ** was well aware of the toolboxes I had including their size and capacity. They were prepared to move the Icon toolbox which ****** from the beginning was aware of and told me that he looked up the size and weight of the toolbox and then factored in the weight of objects in the toolbox. ****** went into length describing all the measures that they could do to lift heavy toolboxes including come-alongs attached to the front of trucks and **** stands so that they could be lifted as the lift gate went up if any part of it was hanging off the edge. So many times, I checked on these toolboxes and I was assured by ****** that it wont be a problem. I was told and have emails and texts that I discussed the toolboxes. I was told by ****** that they do it all the time and they are professional movers, they got this, they can handle it and it won't be a problem. They are keywords that were important to me, that gave me a feeling of confidence, and that I cannot and will not forget. This was all lies. Just like what the representative at ******** with her 20 years of experience dealing with brokers, they lie cheat and steal and find suckers every day. That is what this company did.

Their statement tries to make it look like I was over capacity. The truth was I was even under the estimated 1900 cubic feet taking into consideration that some of the 1900 would be in the U-Haul I rented. And the truth is they did not even bring a big enough truck to do the move according to what cubic footage the estimate was to begin with from the very get go not even counting all the extra I paid for. It is laughable and obvious theft and lying. They knew all along what the toolboxes were and just like the representative said that it is their con they know about it, and they pretend everything's gonna be OK and then they stick it to customers in the end. They pretend like contract this contract that and blame the other H3**53339333734363**3H company. Well,I have evidence, and it is obvious that this was severely oversized capacity for what I had and there was only one toolbox that might have been an issue.Even that table saw toolbox combo I proved could fit on their lift gate and be put SAFELY in the truck. I measured it and it fit completely and had extra room. Had they delivered on what they promised on the recorded call for a 40-foot truck with a lift gate, an expedited move with no transfer, direct with no other moves on it, they would have been able to take all my stuff inside and outside and been able to load the toolboxes.

The sleight of hand with this statement to try to make it seem like I had too much stuff does not hold water. There was 1900 cubic feet including the toolboxes of which I had 3000 cubic feet of capacity between my U-Haul and what I paid them for, yet the movers showed up with only 1700 cubic feet and proceeded to try to only move the inside items and then charge me more to rent another truck in ***** to offload. It is a total scam it is so obvious that I cannot wait to go to court because a jury and a judge will sanction this company and they should lose their ability to operate a H3**53339333734363**3H company or semi-trucks on the highway. They are a criminal enterprise that needs stopped. If action is not taken now this will continue and it is criminal and it should not be allowed. Congress, the Senate, federal and state regulators as well as the public as a whole needs to know about this. The news needs to tell stories about this all over the nation. I will be pursuing legal action and pursuing action with the above-mentioned government agencies and entities.

#3 Response by **:
Mr. ********** inventory included ** large toolboxes and numerous bulky/heavy items. The motor carrier prepared based on the contracted list. On move day, the carrier determined additional equipment and/or services (such as liftgate access) would be required an industry-standard adjustment when specialized handling is needed. This is not a breach of contract; it is a standard operational necessity outlined in the signed agreement.

My Reply:
See Response #2 above. Everything in #2 applies to response.Again, ** was fully aware of the toolboxes. Again, ** failed to deliver the contracted capacity to do the move. Again, ** lied about the 40-foot truck with a lift gate, the expedited direct move with no transfer and no other moves on the truck. In fact, in one of the recorded calls again that both parties we're aware of, the representative says, you're getting your own truck so normally your own truck like honestly this is like a $19,000 move for your own truck but so you're you're really you're you know what I mean, yourre turning out pretty good. They promised this because they are operating a scam, and they just wanted to tell me what I wanted to hear they wanted to promise, and they did promise all of this stuff and they knew all along that they weren't going to be able to deliver any of this. They also knew that they were going to keep all the money they were supposed to give the carrier and that the carrier wouldn't get the money to be able to do the move like they promised, including the 40-foot truck with the lift gate, expedited, no transfer and direct with no other moves on the truck.The additional equipment and/or services such as a lift gate they mentioned as being required and the specialized handling were promised even prior to the phone call where they upgraded me and was part of the price that I was agreeing to pay additional for. All those services and equipment were going to be provided along with the 40-foot truck with the lift gate, a direct move, expedited with nobody else on the move. And that is what I paid for. They lied, cheated, and stole. Straight from their own words they made promises and never intended to keep them as is evidence because they never performed what was required of them including the basics of bringing enough capacity to manage the move.

#4 Response by **:
Direct Move & Transfer
The Binding Estimates and Job Acceptance Form state in writing that all pickup and delivery dates are estimates, that transfers may occur depending on logistics, and that ************************** must be purchased for any guarantee which Mr. ********* did not do. There is no contractual basis for a guaranteed direct move without transfer.

My Reply:
See Response #3 above. Again, ** lied about the 40-foot truck with a lift gate, the expedited direct move with no transfer and no other moves on the truck. In fact, in one of the recorded calls again that both parties we're aware of, the representative says, you're getting your own truck so normally your own truck like honestly this is like a $19,000 move for your own truck but so you're you're really you're you know what I mean, yourre turning out pretty good. They promised this Because they are operating a scam, and they just wanted to tell me what I wanted to hear they wanted to promise, and they did promise all this stuff,and they knew all along that they weren't going to be able to deliver any of this. They also knew that they were going to keep all the money they were supposed to give the carrier and that the carrier wouldn't get the money to be able to do the move like they promised, including the 40-foot truck with the lift gate, expedited, direct with no other moves on the truck.

The additional equipment and/or services such as a lift gate they mentioned as being required and the specialized handling were promised even prior to that phone call and included as part of the price that I agreed to pay additional for. All those services and equipment were going to be provided with the 40-foot truck with the lift gate, a direct move,expedited with nobody else on the move. And that is what I paid for. They lied,cheated, and stole. Straight from their own words they made promises and never intended to keep them as is evidence because they never performed what was required of them including the basics of bringing enough capacity to manage the move. I in fact did purchase these premium guaranteed services as is evidenced by the emails, texts and calls with my continual request that I would need special accommodations for which they guaranteed that would be manageable, and that remains true and that it would not be a problem. At no time did they tell me that I needed to pay additional money for the toolboxes and had been promising they would be fine while knowing their size and scope. In collecting the additional money, this was for a larger truck and there were guarantees made before that including, Toolboxes: Our teams are experienced with handling heavy and oversized items like toolboxes. As discussed, reH3**53339333734363**3H the tops or lids is standard practice, and it was noted. You were assured it would be manageable, and that remains trueassuming the scope of your items remains consistent with what was disclosed. They intended to scam and steal and commit fraud from the beginning So what did they care they wanted to make me feel like my toolboxes would be OK so they could get more and more money out of me because just as the representative from ******** said they just found themselves a sucker and they lied. They know that they are Making promises that could not be delivered according to Sunstate. They do this on purpose knowing that the day of the moon the movers will come and there will be all kinds of problems just like the Sunstate representative said these and this broker does and did. They know that the people being moved will be on the hook and forced to pay the extra money. If the customer does not buy into the additional scam by paying more, then they claim breach of contract and refuse to refund the money. This is their game and the way they scam and defraud people. A real,valid, and professional H3**53339333734363**3H company, who is not illegal by industry and regulators standards, would have been able to deliver on this move without defrauding and scamming me.

#5 Response by **:
Liftgate & Toolbox Handling
The need for specialized handling or alternate equipment is addressed in the agreement under ****************************** The motor carrier is not obligated to provide liftgate service unless it was contracted in advance, and no such service was ordered.

My Reply:
See Response #3 & 4 above. From the beginning they knew about the toolboxes for three calendar months I continued to discuss them over and over and over again so that they would be fully aware. ** repeatedly mentioned that I would be getting a lift gate and that that standard equipment on 30- and 40-foot trucks. They were aware of the necessity. In emails texts and phone calls I asked them I wanted to be certain that they were going to be no issues. At no time did they tell me that I needed to pay additional money for the toolboxes, and they had many opportunities.

On the phone call it can be heard clearly the agent states that I will have a lift gate and promised me all kinds of stuff. This is what we agreed to. The additional charge was for this additional capacity. From the very beginning they knew about the toolboxes, and they knew what was required.They did not take care of their customer. They could have not lied they could have not stolen. But they are thieving liars, and it can be heard straight from their own mouth making promises. What did I get in the end? I did not even get anything moved and the company that came tried to scam me out of additional money. They did not even bring the capacity they were supposed to. This company is a joke, a scam, a fraud, and they need to be put out of business. The H333735363534353**639H would be smart to make every effort to stop this kind of thing.

Someone might ask why maybe they did not do that? Well, it is because they intended to scam and steal and commit fraud from the beginning So what did they care they wanted to make me feel like my toolboxes would be OK so they could get more and more money out of me because just as the representative from ******** said they just found themselves a sucker and they lied.

What this company does is they do a contract and then they throw out a bunch of promises and make customers feel good and then try to stand on the fact that they wrote their contract just so they could s**** people and tell them all kinds of things to make customers comfortable while they s**** them in the process. This is illegal and it is fraud. Just because H32393233343**3373234H Star writes contracts so they can defraud people does not mean they are not committing fraud, and this is clearly fraud.

#6 Response by **:
Broker vs. Carrier Responsibilities
H32393233343**3373234H Star Moving and H363036333**5353339H is a licensed interstate broker (USDOT *******, MC *******), not the motor carrier. The carrier We Haul Moving Services (USDOT *******) is solely responsible for the physical transport,equipment provided, and handling decisions on move day. This was disclosed prominently on every estimate and in the Job Acceptance ****************** signed.

My Reply:
Who is We Haul Moving Services (USDOT *******)? This is not the carrier that came out. Sunstate Moving ***Evergreen ************** USDOT ******* was who came out. ** failed in their obligation to provide a mover that was capable of doing my move according to what was agreed upon both in contract,email, text, and verbally over the phone on recorded calls that both parties record and are aware of. The movers came with too small of a truck that could not manage the capacity. The mover also tried to defraud me of additional funds and refused to take any item that was outside including those that were not toolboxes.This is unprofessional, illegal, and breach of contract. Additionally bronze star did not pay the H3**53339333734363**3H company the funds to initiate the move therefore the movers were motivated by needing more money in their attempt to extort more money out of me.

#7 Response by **:
Refund Claim
The signed cancellation policy acknowledged in all three Binding Estimates states that the deposit is non-refundable after 72 hours (or if customer refuses service at loading). Mr. ********* booked within this window, accepted the terms electronically, and did not cancel within the allowable period.
Additionally, the agreement states that if pickup is refused by the customer for any reason, the broker fee is forfeited. ************ refused service on move day, which triggers this clause.

My Reply:
Regardless of any deposit it is customary for a company that cannot perform under their contractual agreement to refund the customer their money. ** did not perform. Services that were promised were not delivered. Even if every excuse about the toolboxes were eliminated, they did not even bring enough capacity to do the move as contracted. They did not even inform the H3**53339333734363**3H company about the toolboxes or share any of the pictures or any of the spreadsheets or any of the emails about concerns about the toolbox size and wanting the move to go smoothly. They had an obligation to share this. Clearly their customer was concerned. If they were on the up and up, they would have shared this with the H3**53339333734363**3H company and ensured that they would bring the proper capacity and special equipment if necessary to conduct the move. Instead,they omitted it on purpose because they never intended on paying the movers to move me and intended on keeping all the money and letting this mover that came deal with the mess just like the representative said they often have to do with brokers. ** knew all along that they were not going to be able to satisfy the obligations they committed to me both in writing with the 2598 cubic feet plus everything promised in phone calls text messages and emails. They never intended on delivering and they stole the money, and they committed fraud.

The deposit in its entirety should be refunded immediately including their broker estimate fee. They did not deliver what their obligation was. Business and Professional codes as well as state consumer protection laws in both states related to this move and the states that the move transitions through are full of reasons why this should be refunded, especially considering the way the business conducted itself in a fraudulent manner.

** says that they will not refund if a customer refuses service at loading. It was the Sunstate driver who contacted his company who proceeded to have him tell me that unless I agreed to only move the inside stuff that they would leave and in contacting **, the ******** driver said they would contact another company and notify me. This is said directly by the driver on video. Both ******** and ** knew that we had to be out that day. I was promised multiple times that I would get a call back and everything went silent with **. It was not until the following day that I got a phone call from another H3**53339333734363**3H company that had the same logistic problems as Sunstate and could not meet the terms of the agreement. They could not move the toolboxes,they did not have a big enough truck with a lift gate, they could not do a direct move, they had to do a transfer, and they could not expedite it. They wanted to do a transfer which they could not do with the toolboxes. I was promised there would be no transfer. They could not do any of the things that ** committed to.

If the company is not a lying cheating stealing company and they want to set their reputation straight and stop this then they will refund the money. If they want to admit it was a mistake and acknowledge that then they will refund the money. Companies and people that purposely lie, cheat,steal, and commit fraud do not provide refunds and that is why this company will not refund it. Any real H3**53339333734363**3H company that is not intent on fraud or any broker that is not intent on fraud would have done their due diligence and their fiduciary responsibility be upfront with the customer and not try to lie and manipulate and then play stupid, they would notify any H3**53339333734363**3H company about the concerns of the customer and have that ********************** company fully prepared to conduct the move. They would also inform the customer after the customer continued to ask and be concerned that there were additional requirements rather than saying that everything would be OK and not to worry. They would not make empty lying promises on phone calls and then blame fraudulent contracts for why they do not provide a refund or why they did not deliver on what they promised.

The fact that they state any broker estimate fee is forfeited is irrelevant to the facts of this claim and below being obvious and on record. As stated above, pickup was not refused. In fact, it was the H3**53339333734363**3H company who refused to pick up my items for the move. Another breach of contract. The H3**53339333734363**3H company that came said that they would only move the inside items and not the outside items. It was the Sunstate driver who contacted his company who proceeded to have him tell me that unless I agreed to only move the inside stuff that they would leave and in contacting **, the ******** driver said they would contact another company and notify me. This is said directly by the driver on video. They refused to take anything outside even though 60% of the stuff outside was not even toolboxes. The H3**53339333734363**3H company claimed that boxes were too heavy, but they never tried to lift a single box Just because boxes have labels that say heavy on them does not mean they are too heavy for professional movers to handle. Sunstate cannot claim that the boxes, cardboard, or toolboxes were too heavy or need special accommodations when they do not even know how heavy they really are, did not weigh the, did not try to lift them and did not even look inside of them.Sunstate had two older gentlemen out of four including the driver that did not look like they could do much of any H3**53339333734363**3H of boxes. I have video of myself lifting boxes labeled heavy despite having a disability where my left side is severely affected and I only have the strength of an 8-year-old. The H3**53339333734363**3H company also claimed that the larger toolbox would not fit on the lift gate which it did and could have been lifted safely onto the truck. The largest toolbox that I had described for three calendar months as being a challenge had been broken down to five different toolboxes of standard size that might be in any household. The driver even when he was out there pointed to two of the toolboxes and said they usually have toolboxes like those. The only toolbox that was bigger was the toolbox table saw combo and that would fit on the truck. The company did not even bring enough capacity to get all my stuff on even if there were no excuses with the toolbox size. I paid for more capacity than they brought. I paid for 2598 cubic feet they only brought 1700 cubic feet. So obviously the H3**53339333734363**3H company that came out could not do the move even if they wanted to take everything. This is not a refusal on my part it is the inability of the H3**53339333734363**3H company to be able to do the full move that was paid for. In addition,they tried to scam me out of additional money when they showed up to rent an additional truck at the destination. Why would they need an additional truck if they were not even planning on H3**53339333734363**3H the toolboxes or anything outside. If they had brought their proper capacity even without the toolboxes and everything outside, they were still trying to scam me out of additional money for another truck. It is a total fraud, and it is a total scam.

#8 Response by **:
Conclusion
Mr. ********* entered into three separate signed agreements,all of which disclosed the terms he is now disputing. The carriers operational adjustments were consistent with industry standards and the signed contracts.There was no breach by H32393233343**3373234H Star Moving and H363036333**5353339H.

My Reply:
** had me sign three fraudulent contracts with no intent of fulfilling their contractual obligation to me. They knew from the beginning that they were thieves, and they were in an operation to scam people during the busy H3**53339333734363**3H season. They are a predatory broker who takes advantage of people that are elderly, disabled, stressed about a move or pressure to make a move quickly, or who are looking for a decent price. They made promises they knew they were lying about and did it anyway. They are the worst kind of broker and the worst kind of business on the planet. They are unscrupulous just like the incompetent mover even states. Their own H3**53339333734363**3H companies that they contract out to call them scam artists and frauds and a whole myriad of other horrible things. Yet the H3**53339333734363**3H industry allows them to operate and H3**53339333734363**3H companies use these unscrupulous horrible scam artist movers. The H3**53339333734363**3H industry needs highly regulated much more than it even is. Most of these brokers need put out of business and be in jail.

The statement that the carrier's operational adjustments were consistent with industry standards is far from the truth. If this is the industry standard the industry needs to be shut down. I will be able to get professional testimony from professional movers with vast experience that we'll be able to say that what I experienced and all of these things, including all the videos and emails and text messages and promises, and their fraudulent contract are all not industry standard but theft and scam artists. I guarantee if the H333735363534353**639H investigates the allegations here and looks at the evidence, they will conclude that this was a fraudulent scam, conspiracy to commit fraud and that this company **** me a refund and should be put out of business and get an F rating.

Additional Statements
#1 Email exchanges with ****** on 05-20-25 Major concerns & toolbox acknowledgements & refund discussion
****** in an e-mail dated May 20th, 2025, before I paid for an upgrade that we did not even need, as they conned me, he makes several assertions. He states, You declined the larger truck and stated that everything would still fit in the 30 truck, and we respected that choice. Based on the cubic foot of my spreadsheets and estimate being pretty close to what the artificial intelligence thinks, Everything should have fit in a 30-foot truck anyway.

****** in the same email acknowledges knowing about the toolboxes and their size and scope stating, particularly the toolboxes,which were not standard household items and may require additional space and labor. My calculations included the toolboxes. Regardless I paid additional money for the upgrades and a 40-foot truck instead of a 30-foot truck then it is obvious they promised giving me for the increased capacity of 2598 cubic feet, with a liftgate, a direct move, expedited with no other moves on it.

****** in that email states:

-we're still honoring the $**,000 rate and 30 truck that you confirmed.
To address your specific concerns:
Toolboxes: Our teams are experienced with handling heavy and oversized items like toolboxes. As discussed, reH3**53339333734363**3H the tops or lids is standard practice, and it was noted. You were assured it would be manageable, and that remains trueassuming the scope of your items remains consistent with what was disclosed.
From the very beginning I informed ** about the toolboxes and even in this e-mail he acknowledges knowing about the toolboxes by stating that they consider them to be not standard toolbox items. Still, he stated that, Our teams are experienced with handling heavy and oversized items like toolboxes. As discussed, reH3**53339333734363**3H the tops or lids is standard practice,and it was noted. You were assured it would be manageable, and that remains trueassuming the scope of your items remains consistent with what was disclosed. The scope of my items remained consistent with what was disclosed. I disclosed Information and updates many times through e-mail and texts with pictures and spreadsheets, and in texts over a period of three calendar months. The toolboxes actually decreased in size and scope. It went from a large toolbox with two tops removed, to being broken down further to five separate toolboxes making it even less of an issue he says they are prepared for.

In the email he also continues, Truck Type: The 30 truck reserved matches the cubic footage in your estimate. A semi was only mentioned as an optional upgrade, not a bait-and-switch tactic. The 30-foot truck should have matched the original 2198 cubic feet but after this e-mail again I paid for the upgrade I continually mentioned. And this is all with calculations pretty close to the ** model at 1900 cubic feet approximately. And with that I also initially had one U-Haul scheduled and then a second U-Haul trailer which gave me from 400 to 800 cubic feet extra beyond 2198. And then ultimately, I ended up paying for 2598 cubic feet and having a 400 cubic foot U-Haul to go along, totaling 3000 cubic feet for a 1900 cubic foot move. Clearly, they knew about the toolboxes and their scope and scale.

I emailed ****** again asking, do you want to update the article list off my email? Not sure if you need to. I had sent ****** the emails regarding the updates with the information in the emails along with the spreadsheet attachments. The changes were, although mostly less items and less size, they were enough that I thought he should update the list, and I was asking if he wanted to update it because he had not. He replied, No, since we're not changing anything no need. From the initial contract there were changes that I would consider significant that I continued to update them about and on this date updated further. Since the contract mentions needing to update them, that is what I made sure of and did. But it is interesting that he just says, No, since we're not changing anything no need. Obviously, there were changes. They were confident in everything that I was presenting to them including the toolbox sizes, the capacity and items needed. The truth is in hindsight they did not care because they were going to RIP me off to begin with if the movers could not take the stuff they did not care they stole the money they did not give the movers the money and everybody's left holding the bag and they're walking off to the bank with another successful fraud perpetrated. They had many opportunities to plan for and do this move correctly. I shared concerns about illegal movers, I share concerns about the capacity of the truck, I made sure they were fully aware of everything, and I made sure that they understood that I wanted it to go smoothly. It is clear that they did not care. These emails just build more factual basis for the claim that this company is a fraud, and they were scamming me.

#2 Email to ****** about the toolboxes having stuff in them and inventory and follow-up to the 05-22-25 email ****** said, No, since we're not changing anything no need.
In the email I state and ask:

Hi ******, I have a pile for me that Im gonna be taking but on the day, I will be able to mix and match if there is something that will fit better in my trailer vs your box truck where we can get more in without wasted space.
Also, the toolboxes have stuff in them you said to either be able to lock the drawers, which mostly I can or wrap it so they dont come open with the stuff in them. Can I wrap them regardless to some extent or do you prefer I let your movers do that with their pads?
The e-mail mentions that the toolboxes have stuff in them and that ****** said make sure they are able to lock. Obviously, they knew already there was going to be stuff in the toolbox because he told me that and the reason you would lock it is so that the stuff does not come flying out.

#3 Email to ****** on 05-26-25 toolboxes have stuff in them, Husky with sockets, focused heavily on getting what we discussed.
In the email I say:

Also my filing cabinets have some stuff in them, lots of empty folders sone with files in them. Is it ok to leave the folders and files in there? Or do they jeed to be empty?Theoretically, as I said before, I can transport stuff like this to get the most and im focused heavily on getting what we discussed. The lift gate do we can get the icon tool ox on the truck. The boxes will have to tools 8n them. The husky has all the sockets and stuff, the icon other than the box itself does not have a lot of particularly heavy stuff. But it is va big box so heavy regardless.
Any advice info to maximimize efficiency for the movers. You mentioned your 3rd party movers are as dedicated to the move and the customer as your own. Byt ive heard the 3rd party movers can cause problems. I want to avoid this by staying in communication with you. I currently estimate 2200 cuft plus my own truck capable of 760 cu ft. I will have less than that but able to mix things up if something would fit better with me and vice versa, so me and the movers can be flexible to load things accordingly. I assume this will be beneficial.
So we are set for June 7th preferably? How do we ensure we don't get delayed to the 8th? Is it better to go a day or 2 earlier like Thursday or Friday? I'll have more ppl Saturday to help guide movers to what to load. But I'd prefer not to do it on Sunday but the Saturday. We may be ready earlier, how late can you know and adjust for an earlier than June 7th date?

****** never replied to this email. Yet another example of me updating them and letting them know about the size and scope of the toolboxes including items that would be in them. They did not share a concern. They had no problem charging me an additional $3000 later for an upgrade to make sure they could accommodate their previous promise Toolboxes: Our teams are experienced with handling heavy and oversized items like toolboxes. As discussed, reH3**53339333734363**3H the tops or lids is standard practice, and it was ********* were assured it would be manageable, and that remains trueassuming the scope of your items remains consistent with what was disclosed. They had no problem charging me also the $3000 additional for an upgrade as they promised in the phone call to upgrade to a 40-foot truck with a lift gate, a direct move,expedited with no other moves on the truck. But again, it is clearly obvious that I continued to update them, and they were well aware of what was going on.If they had a concern they should have raised it and addressed, it in all these emails. I was obviously concerned all the way to the end, asking and discussing it over and over again, and paying more to be certain the move would go smoothly. Again, it is evident they never intended on completing this move and just wanted to leave it up to the mover and I without telling the movers anything. They just wanted to get their money and then leave everybody holding the bag in perfect scam artist fashion. They knew I was disclosing things that they promised me would be fine, making promises that sounded like things would be fine, but knew they had a sucker they could scam, never intending on delivering the promises too.

#4 Email exchange with **** on 05-28-25 about the toolboxes, liftgates, ways to load the toolboxes, extra crew members & updating the list of items.
In an email to **** on May28th, 2025 that went unanswered, I mention the below:

Attached is my spreadsheet with the calculations think they're pretty accurate plus I've got about 1/3 again extra H3**632363**530383033H there are some things that aren't listed that will be in mind but it also leaves extra room if necessary in my transportation.
The main thing that set you apart was how ****** talked about there being a lift gate and that they could accommodate the icon toolbox as well as the other two toolboxes. I'm going to be reH3**53339333734363**3H the top of the icon toolbox there's 2 H3**632363**530383033H shelves that way it can roll out of the garage. And he mentioned I could just leave the stuff in the toolboxes did not have to worry about that so long as they logged or I wrapped them so that the doors wouldn't come open. But he said even they turned the doors a certain way so there's not a problem anyway. I described some challenges due to the size of the toolbox and he assured me that they would have a lift gate and in fact they have a way if the toolbox is too long to fit on the lift gate they actually can do something where they turn it and they can bring a **** they do it all the time some kind of **** I guess where they **** it up with the lift gate and then just push it in the truck. And he also mentioned they have some kind of come along or system to pull something or hold it strap it and hold it while they lift it so he told me not to worry about it.I guess from what he was saying you guys have a lot of experience H3**53339333734363**3H this kind of thing period the rest of the move is just easy stuff pretty much some furniture and a bunch of boxes. And he even mentioned they may bring an extra crew member or something because of the toolbox or just to make sure that it could get on. And I told him we could obviously lend a hand as well.
Just want to make sure I get this to you so you can update the list. Seems like in general you guys just get a general idea and then get a summary as it gets close. From what he was saying because we're still only needing the 2200 cubic feet he did not need the list but I want to make sure I can get it to you just so you have it.

***** never bothered to reply. If this company was concerned about their customer and wanted to make sure that no contracts were breached and did not want to have a bunch of drama over contracts when they're customers clearly continually updating them and giving them information, they would have responded to this and the other emails raising the red flags and supposed arguments they're now trying to raise as if none of this ever was discussed.They clearly knew about it all and they chose to ignore it because in the end they were just gonna take the money anyway and they were going to keep suckering me for as long as they could because they are fraudulent scam artists.They did not care whether or not the movers could or would take everything and initiate the move let alone finish it. They did not care enough about whether the toolboxes were big or small or anything about them enough to even be bothered to respond. They just emailed and messaged enough to keep me on the hook to keep paying more money that they never were going to give the movers, and they were never going to refund when they turned out not to deliver on any of their promises or even the contracted truck capacity of 2598 cubic feet!

#5 Email Exchanges with **** 06-06-25 About discussions with the California Bureau of Household Goods & Services and CSMA about Illegal Movers
In another email exchange with **** on June 6th, 2025 about insurance, We get into this discussion about illegal movers and what could happen to me if I used H32393233343**3373234H Star and their movers (remember that initially for a long time I thought they were the actual movers, and they let me believe that until sending me a bill of lading for the original 2198). In the email I mention concerns:

Everybody I'm calling they're referring me to the state and saying you're an illegal mover both companies aren't ****T ******** and not regulated by the ****************************** Goods & Services. They're saying you're lucky if you'll see your stuff it'll just disappear.

Wow, I had no idea I hope this is not true. Some of this started from the **** which I called to find out you know it said something about being able to get insurance and whatnot. That Lady unloaded. And then all of the insurance companies I'm calling you guys aren't on their list of movers neither is sun state so they said it is an illegal mover as well.

**** replied in a couple other emails, that is the craziest thing I have ever heard in 7 years doing H3**53339333734363**3H. Also stating, Its a bunch of hogwash and she had no right to defame us like that... But you will see the truth soon... Wow he was not kidding I definitely saw the truth within just a day! Turns out everything that I was being warned about was correct! If it were not so awful the irony would be funny! Even the H3**53339333734363**3H company Sunstate, who was in on the scam is telling me what a scam the H32393233343**3373234H Star scammers are!

#6 Email to ***** in Dispatch & **** on 06-06-25 Updating them about the breaking down of the toolboxes and asking about the movers arrival time.
My email said:
Pics added
Hello, I can't remember if I asked on the phone I don't think so, but I was wondering I texted as well what time the movers are expected to show up?
Also I removed the two end pieces of the toolbox I was only able to get that done. So this toolbox will be much easier it is not as long now it just has it takes up the same dimensions they can just scoot it all against everything but it now rolls in three pieces and then has a less heavy smaller top section and then a much heavier bottom section that will take probably three people it is really heavy unless they're strong movers and of course it could go on a Dolly easy enough. But I was able to do this I'm sure it will help the movers hopefully they can return the favor somehow, trying to make it so that the day goes as smooth as possible tomorrow.
Get back with me as soon as you can.

The only response I got was from dispatch saying, The movers will be there between 8-** pm tomorrow Thank you. Still no concern about the toolboxes.

#7 Email chain on 06-07-25 to dispatch, ***** (****), or whoever, movers issues, no call back
In a series of emails On June 7th, 2025, you can hear my escalating concern as we were encountered with the situation with Sunstate Movers failing to be able to deliver on the move. Not only did they not bring a big enough trunk but as already stated they tried to get more money out of this saying that they could not move anything outside and only the stuff inside. **** had promised to call us back and keep us updated as he looked for a company that could accommodate what he promised with the 40-foot truck with a lift gate,a direct move, expedited with no other moves on the truck. They obviously knew they could not deliver on it so they just disappeared just like the people from the ****************************** Goods & Services and **** said they would do and just like the representative at Sunstate talked about what scammers do. A company called us the following day, and they were aware that there was supposed to be a 40-foot truck with a lift gate, a direct move,expedited with no other moves. I was told over several calls to them that they could not fulfill the contract and obligations either, just like ******** could not. Likewise, though they never received any pictures either. They only had a 26-foot truck, and they were not sure if it even had a lift gate, and then we're going to have to transfer the stuff which wouldn't work with these toolboxes as had been discussed and promised that this wouldn't happen.

#8 Email on 06-08-25 to cancel service & request a refund due to Breach of Contract
The email speaks for itself. The email states the following:
I would like to cancel our use of your services and request a refund due to breach of contract.
Our move was scheduled for Saturday June 7th. We were set for a 40ft box truck with expedited direct service to *********** because we upgraded to an additional capacity up to 2598 cubic feet. I was told that Sunstate was your best carrier and they wanted your business.
An initial item list was made which included numerous large toolboxes. I said I would remove the top of the toolbox to get it out of the garage so the movers did not have to. I was told by ****** a few things about this.
They could move the toolboxes without reH3**53339333734363**3H the tools
They used trucks with lift gates so not to worry about getting the boxes on the truck
That if the toolbox, such as my large table saw toolbox was too big for the liftgate, that they have a come along type device to pull the toolbox in and secure it while it is not all the way on the lift
That if it is hanging off the liftgate, that they will have and use a **** (such as scissor) to lift it simultaneously as the lift raises to get it on the truck
That my table saw table and toolbox would be no problem they do this all the time.
That my **ft Icon toolbox would be no problem
That they stack the boxes and items like Tetris and they are not in the game of trying to get more money out of a mover when the truck shows up, that they are trying to move and get it done and move on
Many other things to ease my mind regarding the move
I discussed with ****** that we would be downsizing and likely change our inventory list to have less items. I continually updated them on the progress of our downsizing.I was able to remove things like filing cabinets and extra dressers and bedding all kinds of stuff that we removed. Our box count was at 217 and I still don't think it this day that we are exceeding that.
I provided their quality assurance person **** with a spreadsheet of our items so that they were completely knowledgeable and understanding of what we were dealing with. This list included cubic inches and cubic feet of what I was dealing with with cubic inches converted to cubic feet. I used my own intuition and experience as a load planner for the airlines to come up with the spreadsheet with the calculated dimensions. I used box sizes and their cubic feet. I measured the dimensions of the sofas and for example. It is a sofa was 75 cubic feet let's just say, I would multiply this by 7 meaning that although the sofa took up 75 cubic feet as a box with the height length and width you could stack about 30% on top of that section of the sofa where the seats are because you can obviously put other objects on a sofa. Other items such as outdoor heaters that stand up with propane tanks that weren't going to be in the move those are basically **0% of their dimensions because it is hard to stack stuff on one of those kind of things. So I struck a balance in those calculations. **** complimented me saying that my estimate was incredibly accurate compared to their ** model. What this meant was that if my spreadsheet said that I had 1928 cubic feet I was pretty close to the ** estimate.
What I learned later from ***** it was not reflected to me by ****** was that I would actually be paying for unused space. Now at first glance this is troubling but I understood that there are some items that just can't stack to the ceiling. ** *** and I agree that we should increase the capacity by approximately 1/3. In addition to this I rented a U-Haul with 400 additional cubic feet.So we agreed that they would bring 2600 cubic feet effectively. A full 700 ft above my spread seat that was so incredibly accurate according to him. Now we can't stack all the way up so 700 additional divided by 1900 is about 37%, meaning that we allowed for over 1/3 of our load in extra space they could not be stacked all the way up. We discussed the possibility of what the industry average was and he really could not say. But 1/3 seems like a pretty fair number. He said they would bring a bigger 40 ft truck. He said if I use less space, they will only charge what I use The pick-up date was confirmed as Saturday June 7th. He said I got a great deal because this would be an expedited move directly to my destination with no other moves in my truck. The agreement and statements were that my love would be picked up and they could have it there in a matter of days. **** was able to confirm our move date for Saturday knowing that we had to complete the move by Saturday in order to hand over the keys or face a $1,000 fee per day for staying beyond our agreed upon date. It was assured to me that the movers would be there Saturday.When the movers arrived on Saturday they arrived with a 26ft box truck. This box truck only had a capacity of 1900 cubic feet. This was not enough for the move.Before even loading a box the mover that came tried to get more money out of us. The excuses began. It was only 1900 ft they said they would have to go get another truck. And then they said they would transfer the load to a semi truck but that my toolbox was too big and they could not do that and then I would have to break it down and tear it apart the table saw. And that is been assembled with the wood top integrated in a way it can't be removed without sawing it to pieces. There were two older gentlemen that did not look like they came prepared to move. My wife kept saying wow these are old men and they are not able to move why would they send these old people. The guy looked to be in his mid 50s or 60s. There was another one that looked older as well. So three movers and a driver. They looked at the boxes and said oh those are heavy. They were complaining about boxes without even lifting them. They had heavy stickers on some of them. When you're 60 years old it probably is heavy in doing a huge move like this just is not going to happen at that age I'm not sure where they got these people. But they definitely were not prepared to move our stuff. They began making excuses as if they just did not want to do the moves. Movers that came that did not want to do their job basically. Then I was told I needed to unload all my tools and that would be additional cubic feet and they would have to charge me for that. They hadn't even loaded boxes they did not know the actual dimensions. He kept saying that my estimate was one thing but that he did not know for sure how accurate it was. I know that it was accurate according to the ** models as **** had said. And I know it was accurate due to my experience as a low planner loading 747s with hundreds of passengers car going bags safely for a decade. All through this process I have sent them updated list of my items and that list has decreased consistently. There have been boxes added but still under the total amount originally estimated. In addition I broke down the icon toolbox into five sections as opposed to one toolbox with the top removed which was supposedly no problem. The driver continued to make excuses. Then he said that the rolling table saw a toolbox was too big to go on the lift gate. I literally rolled it to wear the liftgate was measured it to approximately 82 in by 53 inches. Then we measure the lift gate. The lift gate was nearly 90 inches wide by something like 70 in before the little lip that dropped off so if you put it on the lift gate this would fit and have plenty of clearance. And if you brought four capable people it would be easy enough to put it over the little lip on the lift gate of the truck. Additionally, they could back the truck up under the driveway which is slow so that the lift gate in any ramp would have a minimal taper and easy to load.The driver attempted to extort and additional $3,000 out of me. Then they said they could take all the alpha items and leave the tool boxes. The basic foundation of this entire move when I talk to ****** and everybody else was that they could take the tool boxes and that it would be no problem and the tools could be in them. I was reassured many times that it would not be a problem and they can handle it and they do it all the time and they have professional companies and that ******** was the best company they dealt with. I was told sometimes they have problems with other customers because they underestimate but based on our communication and all the information I was providing that this would be a good move and a really nice transaction. I sent pictures of my tool boxes on many occasions and continue to say that they should update their transportation company and make sure there was no problem. I wanted to be sure that there wouldn't be a problem like we're having right now. The movers were unable to do the move for the price that we agreed they did not load a single item they did not measure anything and they were embarrassed by me being able to demonstrate that my table saw can fit on their lift. It appears the main problem with them is that they were going to transfer this to a semi truck and then transport it along with either items. And they could not do that with the toolbox because they had to figure out how to get it on the semi truck and they could not do that. This is not my problem the move was supposed to be to San Antonio expedited direct with a truck with a lift gate at both locations.Why they would come with the two small of a truck I don't even understand. Fast forward all day I was told that the dispatch would call me back and they did not I kept calling them. Then I was told to do dispatch for the next trucking company that I don't recall the name right now but they would call me and they had a truck that could be there tomorrow but they did not know exactly what time. But rest assured they would call me with an update. I shared my concern about the toolboxes and it would be hard to transfer them to semi and it just as we had agreed it should be a direct expedited move just *********** where they did not reload and unload the stuff. Basically they were going to unload a toolbox they could not load on a semi truck then drive the semi truck without the stuff on it I mean if they could not load it just *********** then they said they would need to charge me more because they need to run another truck to deliver the toolbox with a lift gate when they could not even get it from the semi truck to the other truck because the semi truck doesn't have a lift gate so how would they get the toolbox on the other truck that they say they have to rent? They can't. They can't put the toolbox on the semi truck because they don't have a way to do it they have the liftgate on one but then they don't have a lift gate on the other so how are they going to get the item to *********** to charge me more like they wanted to do for another truck with a lift gate in *********** it doesn't make any sense so they wanted to charge me more money to have a lift gate in *********** to put it on a semi truck California and handle it multiple times risking breaking and damaged. My wife said they're handling many times it doesn't make sense. And it risks damages. She is right but how can they charge me for a truck in *********** when they can't even get the toolbox off of the truck onto the semi truck to go to *********** in the first place they're just trying to get more and more money out of me. And the horror stories I've read have been the brokers your stuff disappears with these H3**53339333734363**3H companies for months and this is a scenario setting up so that they can't get my stuff off the stuff doesn't show up and then they're trying to charge me more and more and more to try to get this thing off. But they can't even get it on a semi so it is still in ********** because they could not figure it out. We did not sign up for this I signed up for the agreement that my tool boxes were no problem then they would be put on a truck with a lift gate and delivered to *********** for the agreed price without all this hassle and without being charged more and being extorted for more money for a liftgate truck when that was what I was supposed to get anyway. I am not paying into some money there is enough capacity with 2600 cubic feet and they should be able to do what they had said they could do. But they never called back all day multiple multiple emails videos and pictures of the tool boxes. The driver looked at my picture box container and said oh that is not going to work we need to be able to remove those because we stuffed pictures up above boxes. So they just wrapped the picture and then stuff it above the box. I mean that makes no sense I have a perfectly size box it is a giant cube a perfect Tetris as they call it they can have stuff on top of it and beside it and it is all nicely packed why not use that instead of trying to get somebody to tear that apart that was actually recommended by you guys to use such a box for stuff. It is on Wheels it has full handles it is very light it would take a few people there are three guys that are supposed to be able bodied to push it up a ramp but you don't even have a ramp you have a lift gate and you were supposed to bring a lift gate and just deliver it with lift gate on the truck the whole way the entire time we've been talking the truck would have a liftgate and all of a sudden now they're getting a semi and putting it with other stuff with no lift gate and after tear everything apart.So they've tried to get additional money they've tried to charge me for an additional truck in *********** which I am paying for one H3**53339333734363**3H truck one move. They've tried to get me the tear apart my picture box they said my boxes were too heavy and there's a bunch of old people doing the move. I am disabled in one hand.About it the capacity of an 8 year old. I was able to demonstrate in a video I sent to dispatch that they can put the heavy box on bottom a medium box in the middle a few of those and then I had a paper thin box that could be lifted with one hand and put on the top to load this truck to near capacity and utilization of the cubic feet. It takes professionals that have done the move that know what they're doing then aren't full of excuses and ******** to just make it happen to load the truck do their job and move. I have an additional nearly 700 cubic feet 36% that they could have done easily with the proper size truck and been gone right now as we speak on their way to *********** ready to meet me with this move done. It is just been ******** and a bunch of excuses from the transportation company and the brokers for has told me all kinds of things that turned out not to be true from the scissor **** to the come along system to not being hassled about unloading my toolboxes the guy is wanting to charge me more for boxes to move or unload everything for the toolboxes they're very easy to push I push one with my knee the big one in the middle the icon toolbox with my knee and I have a bad knee it just rolled the biggest thing is the table saw and that is even movable as I demonstrated myself and with my wife when we put it back. So they are full of ******** excuses and the brokerage company being you guys has said a bunch of things that weren't true and made empty promises. on top of that now as I said already nobody's called me back all day and I was promised calls but they'll call you in a few minutes they'll call you in a little bit maybe an hour or two let's just work this out we're going to figure it out as of right now I don't know when the movers are going to be here I don't know if this company is even going to show up I don't know if they're going to load my stuff up and then try to transfer it which doesn't work at the other company is demonstrated they need to do a direct drive and get this stuff to *********** as agreed. But they are not I have no confirmation and we are now in the day that I need everything out and I will recharge a thousand extra dollars a day so they have failed to a complete the move and they have breached the contract.I know companies don't like to lose money and whatnot but in this situation I highly recommend that we just get the refund going and I will move about my own way.This move obviously has gone wrong and they have been unable to fulfill their obligation. So I again request a refund. I will leave any reviews alone and we can just move forward and on our own way. Please refund my credit card and advise me when it is complete. I could go on and on about this I recorded video and I have documentation of that the driver criticized my recording as showmanship but when they tell me they can't get an 82x53 toolbox on a lift gate because it won't fit and I can measure with a tape measure 95 I'm just guessing right now but it was 70 or something like that then clearly it fits so clearly that is great video and unfortunately for the movers it is because it makes him look stupid and it invalidates everything that he says after that because it is completely wrong he could have easily loaded they could have easily done this move and been on their way today but they played games. And then dispatch has not followed up they completely ignored me and now we are on another day I have no idea what's going on and I have to take evasive action before I am charged $1,000 a day within the next ** hours. There is no guarantees movers will show up. The promises were made that they would call me back and those weren't fulfilled. The promises were made that this move would happen yesterday and then did not happen the promises were made and I paid for 2600 cubic feet and they only gave me $1,900 in a truck with a bunch of excuses from the movers with a bunch of guys and could not move. So this is a breach of contract in borderline's on fraudulent transaction and it certainly refundable. You said you refund it immediately and in return though I have the capacity to leave a review that would be scathing I would refrain myself from that in the interest of H3**53339333734363**3H forward in both of our ventures. I suffered from two strokes I do not handle stress well and I'm beginning to become very stressed out. I am nearly in the hospital from this experience. This is bordering on elder abuse and the courts would not look kindly on this. You just have to acknowledge that it was a failure refund my money and I can move on and we can move on. If you and your transportation companies continue to try to extort money out of elderly disabled person who is subject to severe stress they can cause severe health issues that will create a definite lawsuit against you guys. They have managed to extort an additional $2,500 out of me for a move that I paid I think $3,000 at that point and now they were supposed to have all this capacity for me and all I got was ******** excuses with not even the original capacity which was supposed to be *****. So you actually not only did not deliver what you were supposed to you under the delivered on the original agreement. You are stressing me out and you are causing undue stress that is damaging to me and I will be contacting a lawyer if you do not refund this money all of it and terminate disagreement. I would highly recommend it."

#9-** Introduction
Not only did ** violate laws but so did their contracted mover. It is absurd to think that contracts that violates law, are an excuse for ** to violate the law, or allows movers that do illegal things and violate law should be enforceable. It is absurd to think that a company would expect a customer to pay if they or whom they contracted did not even do the move not bringing enough capacity and trying con more money out of a customer for services that were paid for and expected. It is absurd to think a customer should pay the companies that were engaged in illegal activity and did not even meet the terms of the contract. Below are some of the California laws that were violated. There are many federal and state laws that were violated by both ** and the mover.

#9
The California Bureau of Household Goods and Services states, A H3**53339333734363**3H company must provide a Not to Exceed price for all household moves. This is the maximum amount you can be charged unless you request additional services and those changes are then detailed in a Change Order for Moving Services. A Change Order cannot be used simply because a mover underestimated costs.

** did not provide a Not to Exceed price or a Change Order for Moving Services. There was not a Not to Exceed, only the cost of the move. What H32393233343**3373234H Star Moving (**) did do was charge me an additional amount and generate a new contract when I requested additional capacity to 2598 cubic feet and we talked about on recorded discussion ** promising a 40-foot truck with a lift gate, a direct move with no other moves along with us and expedited. Clearly ** underestimated the costs of the move with Sunstate Movers claiming that they would need to rent additional trucks and additional cost demonstrating further that ** underestimated the cost of the move. I did my due diligence and responsibility over a period of three calendar months to continually update ** on the toolboxes including pictures emails and texts about it, as well as spreadsheets with a full inventory and cubic feet ** style accuracy that the ** representative **** even stated. Sunstate Movers claimed that they would need to rent additional trucks and additional cost, further validating ** underestimated the cost of the move. This is a violation of California licensing and law.

#**
The California Bureau of Household Goods and Services states, Moving companies hired three or more days in advance must provide you with a copy of their H3**53339333734363**3H services agreement, and also an Important Notice About Your Move document, and the Important Information For Persons Moving Household Goods (within **********) booklet. The booklet provides rules and regulations that a H3**53339333734363**3H company must follow and information about your rights.

As previously stated, I found out Sunstate Movers was being contracted rather than H32393233343**3373234H Star doing the move. I have audio of H32393233343**3373234H Star saying that they would do this move themselves. What they did was just spout this out just to alleviate my concerns even though it wasn't true. ** acted like they do some of the moves themselves saying on a call, We might do this one, we might just take it. I took it at face value. ** kept the deposit and did not give any of it to Sunstate Movers. They should get the deposit amount above the brokers estimate fee. ** never provided me with any copy of the booklet about rules and regulations that you must follow and my rights. This is yet another violation of California licensing and law.

#**
The ************************************************* states, A H3**53339333734363**3H company may provide you with an estimate in writing only after they conduct a visual inspection of the items you need moved.

At no time before the day of the move when Sunstate Movers showed up did ** do a visual inspection of the items needing moved. They suggested making a video call but never conducted one. I never waived conducting a visual survey verbally or in writing. The virtual or in-person survey must be conducted unless you specifically waive this requirement in writing. Additionally, I found out later that while virtual estimates are legal, less reputable companies use them as a tactic to issue a low-ball quote that they will drastically increase later. In good faith I provided a complete description and photos of the toolboxes as well as photos throughout the process over the three calendar months prior to the move. I even provided multiple spreadsheets over the months prior to the move tracking the progress,size of each item and its capacity to be loaded. I was a professional load planner for *************** and have a perfect history of load planning. The brokers representative even complimented my load calculations in text messages for being incredibly close to the ** model that they use for estimating this. I asked ** over a period of three calendar months many times in phone calls,text, and emails, to give the movers who came out and later when they contracted with Sunstate the pictures, descriptions, and these spreadsheets with the load information. ** said they provided it to Sunstate on more than one occasion,but ******** says they did not. ** ignored this critical aspect of this move.Had they properly addressed it from the beginning I would not have spent additional money without having a complete and true understanding of what they really were promising. But instead, they ignored it and acted like everything would be OK. This is confirmed again in many emails, phone calls, text messages and video and audio. They did not do their due diligence to ensure that this contract and this move would be successful. They just knew that they could lie about their contract and say whatever they wanted and then get out of refunding me my money when I found out they totally screwed me.

#**
The California Bureau of Household Goods and Services states, Verbal estimates or estimates given over the Internet are illegal and may not be enforceable.

At no time was I given an estimate that was not over the Internet. The contract was all done over the Internet. There were verbal promises as well. This is all illegal activity according to California law andthe *************************************************. ** is engaging in providing services knowingly violating California law. Therefore, H32393233343**3373234H Star Moving is liable for my financial losses, as well as the stress, suffering, emotional distress damages, and ** should be assessed punitive damages.

#** Disability but could lift boxes and move toolboxes.
As previously mentioned, I have a medical condition, and I am extremely weak on my left side with the strength of about an 8-year-old. I was able to lift every box in my home. In addition, I was able to move every toolbox in my home. And all the toolboxes could have been rolled onto the liftgate.There is no excuse for not being able to move the toolboxes or for not being able to lift the boxes. I have video of me lifting the boxes that say heavy, and I have video of me H3**53339333734363**3H the largest toolbox. Instead, two of the four movers were older people that literally looked like they could not lift much of what a standard move would require them to be able to lift. Yet another example of the lack of professionalism and preparedness and something that customers need to know about.

Conclusion

H32393233343**3373234H Star Moving is a criminal enterprise that needs stopped. If action is not taken now this will continue and it is criminal and it should not be allowed. Congress, the Senate, federal and state regulators as well as the public needs to know about this. The news needs to tell stories about this all over the nation. I will be pursuing legal action and pursuing action with the above-mentioned government agencies and entities.

Sunstate Moving ***Evergreen ************** is a knowing accomplice. They are guilty of conspiracy to commit fraud. They knowingly work with brokers despite knowing that the brokers are unscrupulous fraudsters who capitalize on people that are looking for movers. They choose to work with them anyway and then they play stupid when they come out. They know that the broker is not providing all the information, and they choose to come out without finding out what the customer was told prior to coming out. They engage in collaboration by not bringing out large enough capacity for the move and then try to blame the customer for refusing to do the move when they do not even have enough capacity for the move so that the broker can get out of refunding a credit card. It is aiding and abetting the theft. They are committing fraud and credit card fraud and stealing from people.

If I were ** I would tread very lightly on this issue. They know beyond a shadow of a doubt that they are committing fraud, stealing, and scamming. They get lucky because most people probably don't have the time or energy to deal with trying to fight them tooth and nail over some contractual bull-s*** that they try to pull so that they can win credit card disputes and hope that the company doesn't fight them. Enough people do not that they make a killing. But with this customer I would try lightly. It would be in their best interest to immediately refund my money so that I can move on. Detailed above are all the reasons why they are fraudulent scam artists and why I deserve a refund. Any business that was not a fraud would provide a refund for this.

If I do not receive a refund, get this information to every law enforcement agency and regulator to encourage them to prosecute H32393233343**3373234H Star Moving, Sunstate Moving ***Evergreen ************** for criminal offenses. If I do not receive a refund, I will take H32393233343**3373234H Star Moving, Sunstate Moving ***************************, and the credit card company to court. I will ask for jury trials, and I will rely on everyday people that will be seated on juries to see what a scam this clearly is. The juries will feel and understand what I went through not only just as a regular person but somebody who has a disability and is older. They will feel and understand what my family has been through. I will ask the juries for not only monetary damages but other compensatory damages for stress, distress, for how this is affecting my health,and likely the court will assess punitive damages on top of any award. In addition to that I will continue to reach out to every government agency both state and federal related to anything about H3**53339333734363**3H, trucking companies,brokers, licensing departments, consumer protection agencies, as well as state legislators in state houses and assemblies, and Congress and the Senate. In addition,I will be reaching out to media agencies and begin a campaign to make the public aware of this scam. It will be my goal to make sure that every person that is trying to conduct a move with either of these companies is aware of the scam they are perpetrating. I will make sure that they go out of business to protect the people and stop their stealing and fraud.

I request based on this evidence that the H333735363534353**639H rule I get a full refund including broker estimate fee of &5500 from this company as the evidence confirms H32393233343**3373234H Star made promises they never intended on fulfilling and their contract is a tool to perpetrate this fraud and scam. It is obvious both companies have violated federal and state regulations and laws. If H32393233343**3373234H Star provides me with a full refund, we can discuss this claim and other actions that I might take or not take. But time is running out. It would be wise to consider this and if I were the H333735363534353**639H I would recommend that they provide a refund and negotiate a settlement. The more I must engage in this matter the more stressed I am and the more it is affecting my health. And the more I must engage in it, and it affects me the more than just monetary damages they face. I am concerned with my health and the health of my family and the stress that this is causing for me and everyone. It is imperative that the H333735363534353**639H consider this,and all the statements herein compared to the bogus claims that ** is making and roll in my favor requesting that refund.

This is hard and tiring to write with my disability. It is long and tedious. I make grammatical errors and mistakes. I repeat myself often because of points the company makes repeat themselves and need addressed repeatedly and sometimes in diverse ways due to *** wording. It is taking a toll, one that I will ask juries for compensation for. My family is tired of this and its distractions and stress. It is and will rob me of family time as I fight for what is right and so that others do not experience swindles like this and scams and fraud specifically from both H32393233343**3373234H Star Moving and Sunstate Movers. I may have left out important things that support this and cannot attach everything. As I dive deeper into this I learn, remember, and find more things out that support this claim and its causes. I will fight this to the end as long and with as many agencies and courts as I can. I have attached some relevant emails and other things to this. There are files and videos I have that need to be seen that are too large of a size to include. Also, a 20mb limit appears active so that everything in pdf form cannot be attached either. I do not believe you can add them after sending a response. I will try to e-mail them if there is an e-mail address but that too might I have attachment limits. I have included ******* links to some videos. Please advise how I can send the H363**73932383**831H these videos and files. Do I mail them, can you do Dropbox? They are relevant to this claim.

Sunstate Representative Call 08-19-25 - YouTube
*******************************************
H32393233343**3373234H Star Moving & Sunstate Movers Scam Fraud-Promises 06-2025
*******************************************

Sunstate Call, Pic Box, Heavy, & 400cu ft Trailer 08-19-25 - YouTube
*******************************************

Sincerely,

******* *********
Customer Answer
Date: 08/24/2025
I see additional attachments can be added. I am attaching here and will attempt again to attach more excvept the mp3 and mp4 audio and video files that need to be considered.
****
Customer Answer
Date: 08/24/2025
addition attachments except audio video that needs added.
Business Response
Date: 08/26/2025
We appreciate the opportunity to clarify further in response to Mr. ********** lengthy follow-up. While we recognize his frustration, the facts remain the same and are supported by signed documentation:
1. Cancellation Outside the 72-********************start="1296" data-end="1299"> Mr. ********* signed his Binding Estimates on 4/22/25, 5/20/25, and 6/3/25. Each of these agreements included the federally required cancellation terms. As he acknowledges, his request to cancel was not made until after this 72-hour period had expired. The agreement he signed explicitly states that broker fees become non-refundable after 72 hours.
2. Refusal of ****************start="1673" data-end="1676"> On the scheduled pickup date, the assigned motor carrier arrived ready to perform the move. The customer refused service rather than allow the carrier to complete the contracted work. Per the same signed agreements, refusal of service at loading automatically results in forfeiture of the broker fee. This clause exists to prevent exactly what occurred here: reserving carrier equipment and scheduling resources only to have the customer decline them at the last moment.
3. Broker vs. *********************************start="2192" data-end="2195"> As disclosed on all three Binding Estimates, Bronze Star Moving & Storage is a licensed interstate household goods broker (USDOT ******* / MC *******). We contract with federally licensed motor carriers to perform the physical relocation. This distinction was disclosed prominently on every estimate and in the job acceptance form. The carrier, not Bronze Star, is responsible for the equipment dispatched, the size of truck, and handling decisions on site. The customers attempt to hold the broker liable for the carriers on-site operational decisions disregards this clear and legally valid separation of responsibilities.
4. *******************************************start="2866" data-end="2869"> The customer insists he was told that he could wait until after delivery to pay. This is simply not true. All Binding Estimates and Bills of Lading make clear that payment is required in three stages:
Initial broker fee to secure booking (via credit card)
Pickup balance prior to loading (certified funds or card if approved in advanced)
Delivery balance prior to unloading (certified funds or card if approved in advanced)
These are industry-standard requirements and are in writing. His suggestion that payment could be made only after full completion is a mischaracterization not supported by any signed document.
5. Allegations of **************start="3458" data-end="3461"> The customer repeatedly labels ********************** Star and its contracted carrier as fraudulent. However, he provides no credible evidence beyond personal opinion, speculation, and edited conversations posted online. Signed contracts govern this transactionnot subjective commentary. His own rebuttal admits that multiple Binding Estimates were reviewed, adjusted, and signed, and that he was aware of the brokercarrier arrangement. These documents prove full disclosure and informed consent.
6. Industry Standards & ******************************start="3998" data-end="4001"> Carriers have the right and responsibility to determine equipment needs on-site. If specialized handling, liftgate service, or additional equipment is required, this is addressed under the ***************************** section of the contract. The customer did not purchase a ************************** package, and therefore there was never a contractual guarantee of a single 40-foot truck, a direct move without transfer, or expedited delivery. Promises he references are not contained in the signed paperwork and are therefore irrelevant to this claim.
Conclusion
The signed contracts, the timing of cancellation, and the refusal of service all make clear that Bronze Star fulfilled its obligations as a licensed broker. The broker fee is non-refundable under the plain terms of the agreement. The customers lengthy narrative does not alter the binding effect of the documents he signed.
For these reasons, we respectfully maintain that Bronze Star Moving & Storage acted properly, in compliance with federal regulations, and in accordance with the signed agreements.
Customer Answer
Date: 09/02/2025

Complaint: 23649051

I am rejecting this response because:
The facts remain the same as stated in my lengthy response. Please review the response again. Bronze Star keeps trying to reassert the same tired argument of a few points whose relevance is eliminated by the weight of the evidence I have submitted. I will continue to pursue the just outcome of a refund as well as penalties both civily and criminally for their actions and work to insure that anyone that would do business with this company is well aware of my experience and how their own moving services they contract feel about them and what they do lying and scamming the public. It is unfortunate that moving companies are foolish enough to engage with brokers like this. I will be working to advise all moving companies not to engage in business with this company or its owners no matter what names they ultimately have to change to to perpetuate their scam. I ask the Better Business Bureau to demand I receive a f*** refund in accordance with the overwhelming evidence I and their mover has provided.

Sincerely,

******* *********
Initial Complaint
Date:07/21/2025
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.
Multiple people at this company actively deceived and misled me. They gave me an initial "low ball" estimate that was about 400% less than what I was charged after they had all my stuff. This is a standard scam by movers so be careful. Here are some of the things I experienced with them:- They asked me what date I wanted my things delivered. We even discussed what time on that day the delivery would be. However, when nothing was delivered on the day we agreed they told me the delivery window was 10 days. This is what the contract said, but I trusted that because we had discussed a the delivery day in detail that things would be delivered then. The way they discussed delivery was very misleading.- When I asked for an in-person estimate they delayed and delayed. In the end I agreed to skip an in-person estimate. Again, I trusted them about the scheduling issues and went with their verbal estimate after I did a video walk through of the whole house. - They don't charge by weight they charge by number of boxes. The movers filled boxes with an absurd amount of packaging to increase the number boxes packed and drive up the price. The worst example of this was that they packed an entire box that was just plastic grocery bags that I had kept in a drawer. The large box was half paper and half plastic bags.
Business Response
Date: 08/04/2025
We are disappointed to learn of Mr. ******* dissatisfaction, particularly as this is the first time we are hearing any concerns from himafter his move was completed and his items were successfully delivered. At no point during the move, including on the day of pick-up or delivery, did Mr. ****** contact our office to express any objections or request assistance.
Our records and documentation show that all changes in charges and space requirements were disclosed to, acknowledged by, and agreed upon in writing with the motor carrier at the time of pick-up. Mr. ******* shipment required additional space beyond the original inventory he provided during the video walkthrough, which directly impacted the final cost. This was not a low-ball tactic but rather the standard industry procedure when the actual volume of goods exceeds the initial estimate.
As clearly stated in the Binding Moving Estimate that Mr. ****** signed prior to his move:
VERY IMPORTANT If you add items at pick-up or if the items are a different volume and/or weight from what is estimated on this agreement:
The mover must provide you with a revised estimate.
Contact our office at ************** so that we may assist you with any revisions.
DO NOT allow the mover to load the truck or perform any services before you call us. You must agree in writing to the new estimate. We will assist you with this.
This process was followed. The revised charges were based on the actual cubic footage required to transport his shipment, which Mr. ****** acknowledged with the carrier prior to loading.
To reiterate:
No concerns or complaints were communicated to us during the move.
All changes were agreed to in writing with the motor carrier.
The delivery was completed in full.
Unfortunately, Mr. ****** has chosen to file this complaint only after receiving his belongings, which prevents us from addressing his concerns in real-time when solutions could have been offered.
We consider this matter resolved in accordance with the signed agreements and documented acknowledgements made during his move.
Initial Complaint
Date:06/04/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contacted Bronze Star Moving and Storage about moving our belongings from ***********, ****** to *******, ********. I told them that we would be moving all our belongings in a 4 bedroom house and some outdoor furniture. They were sent pictures of everything. They quoted 8500 dollars with a 3000 deposit. Approximately 30 days before the move they said they would need another 5000 dollar deposit. I asked for a refund of the previous 3000 and they refused. Come moving day they demanded another ****** dollars. Half then and half when delivered in ********. They said either that or they could only take half our belongings. They required a certified check before loading. It was agreed our belongings would be delivered May 20th. Our belongings finally arrived May 29th and the driver demanded 7842 dollars in cash before starting delivery of our belongings. He would not accept anything but cash. After they filled our garage and house and left we have found numerous items that we didn't receive and box after box of broken items. Many items that are not replaceable such as my mother's 135 year old clock. We have asked for a insurance claim from them, which they have not provided us. A company such as this should not be in business.
Business Response
Date: 06/20/2025
To Whom It May Concern:
We appreciate the opportunity to respond to the complaint filed by *** ******* ******* regarding his recent interstate relocation arranged through Bronze Star Moving and Storage, Inc.
*** ******* contracted with our company for the coordination and brokering of his long-distance household goods move from ***********, ****** to *******, ********. As a properly licensed interstate moving broker, not a motor carrier, our role is to arrange transportation through *****-registered and insured motor carriers. This was clearly and repeatedly disclosed to *** ******* both verbally and in writing, as reflected in the Binding Moving Estimate he electronically signed. This document contains a detailed list of the inventory provided by the customer and includes federal disclosures pursuant to 49 U.S.C. ***** and 49 CFR 371.113.
Key Facts:
Signed Binding Estimate and ********************start="1186" data-end="1189"> *** ******* signed a Binding Estimate that explicitly outlined the services to be rendered, the itemized inventory, and the estimated volume (***** cubic feet) based on customer-provided data and visual documentation. The contract also warned that any increase in volume or services would result in a price adjustment in accordance with FMCSA regulation 49 CFR 375.403(a)(6).
Motor Carrier Assignment and Bill of ***************start="1621" data-end="1624"> The move was successfully assigned to a licensed FMCSA-authorized motor carrier, WeHaul Moving Services. *** ******* signed WeHauls Bill of Lading (BOL) at the time of pickup, which contained the full federally compliant terms and conditions governing the carrier's liability, delivery schedule, valuation limitations, and claims process. By signing this document, *** ******* acknowledged acceptance of these terms and the inventory loaded onto the vehicle.
Volume Increase and *************************start="2135" data-end="2138"> The discrepancy between the original estimate and the final transportation cost was the direct result of *** ******* tendering significantly more items than disclosed. This is documented in the revised inventory measured by the carrier at pickup. As per federal regulation, the carrier was within its rights to present a New Binding Estimate reflecting the actual volume and services rendered.
Delivery and **********************start="2573" data-end="2576"> The delivery occurred on May 29, within the allowable time frame per FMCSA guidelines and WeHauls published delivery windows (which allow up to 30 business days). The customer was informed of the payment method requirements in advance, and this is further supported by the binding estimate and BOL. The final balance due was collected prior to unloading, consistent with the carriers tariff and federal law.
Claims for Damage or **********************start="3039" data-end="3042"> As clearly stated in the binding estimate and again in the motor ********* **** of Lading, any claims for damage or missing items must be submitted in writing directly to the carrier within 9 months of delivery, along with supporting documentation. Bronze Star Moving and Storage does not assume liability for household goods once in the possession of the motor carrier, as is federally mandated for brokers under 49 U.S.C. 14706.
Despite *** ******** assertion that they have not provided a claim form, the carriers claims process is clearly outlined in the signed documents and available via their designated claims administrator (CSI at ******************** We have confirmed that the carrier's contact information was provided to *** ******* at the time of booking and again after delivery.
Conclusion:
*** ********* move was completed in full, his property was delivered, and all contractual obligations on our part were fulfilled. The cost increase was the result of a substantial increase in the inventory moved, well beyond what was initially represented. The broker fee paid to Bronze Star Moving and Storage is non-refundable after 72 hours of booking, as clearly disclosed and agreed to by *** *******.
We strongly dispute the assertion that this move was fraudulent or mishandled. The customer was fully informed, signed all required documentation, and received the services contracted.
Nonetheless, if *** ******* wishes to file a formal claim for any alleged loss or damage, he must contact the assigned motor carrier's claims department per the instructions already provided. We remain available to assist in directing him to the proper claims channel, as required under federal law.
Customer Answer
Date: 06/23/2025

Complaint: 23426903

I am rejecting this response because:
I am not surprised at their response. It is exactly as I thought it would be, however what they are saying is not anywhere near what has happened and they have been no help. In fact gave me incorrect information on how to contact We Haul. The information they gave me was not correct. They also said I added items which is totally incorrect and they know that. I have numerous items that were not delivered and valuable items that were broken. This company is a scam. Also the bill of lading says delivery on the 20th and was not delivered until the 29th. They are all working together because it has not been possible for me to contact We Haul.

Sincerely,

******* *******
Business Response
Date: 07/21/2025
To Whom It May Concern,
We are in receipt of the complaint filed by Mr. ******* ******* regarding his interstate relocation from ************ ****** to ******** ********. While we empathize with the challenges that may arise during a long-distance move, we firmly dispute the mischaracterizations presented in his complaint. Our records, along with the fully executed binding estimate and customer communications, clearly demonstrate that Mr. ******* was informed, consented to all terms, and received the services outlined.
1. Broker Disclosure and Role
Mr. ******* signed a legally binding estimate on March 31, 2025, confirming that he understood Bronze Star Moving and Storage is an interstate moving broker, not a carrier, pursuant to 49 U.S.C. *****. This document clearly outlines that Bronze Stars role is to coordinate transportation through licensed and insured FMCSA-authorized motor carriers. Our broker fee is for arranging and managing the move, and not for performing the physical transport. This disclosure was signed electronically by Mr. ******* and acknowledged multiple times throughout the agreement.
2. Accurate Estimate Based on Customer Inventory
The initial estimate of $8,500 was based on a detailed inventory list provided by Mr. ******** totaling 134 pieces at ***** cubic feet. Prior to pickup, Mr. ******* made substantial changes to his inventory, increasing the item count from 134 to ******************************** our signed agreement, changes to the inventory or scope of service necessitate a revised estimate based on the actual cubic footage used. Mr. ******* agreed to and paid an additional $5,000 to secure the extra truck space required for his expanded load. This process was handled according to federal regulations (49 CFR *******) and with Mr. ********* full consent.
3. Carrier Charges and Payment Terms
Mr. ******* also agreed to the standard payment terms disclosed in the binding estimate: up to 70% of the balance due upon pickup, and the remaining balance due upon delivery, payable in certified funds. These terms were reiterated in the estimate, including the condition that delivery would not proceed without final payment. Mr. ******* made these payments to the FMCSA-licensed motor carrier, not to Bronze Star Moving and Storage. Bronze Star does not handle carrier funds and is not involved in the collection or disbursement of those payments.
4. Delivery Date and Service Window
Contrary to the customer's claim that a guaranteed delivery date of May 20th was agreed upon, the estimate clearly states that delivery dates are not guaranteed unless ************************** is purchased, which Mr. ******* declined. His actual delivery on May 29th was within the federally allowed 30 business day delivery window for moves over ***** miles, per FMCSA guidelines.
5. Claims of Damaged or Missing Items
Bronze Star Moving and Storage has responded to every call and inquiry from Mr. ******* regarding his claims of damage. We provided him with the motor carriers insurance contact information and the appropriate claims process. As a broker, we are not liable for damage to goods, as explicitly stated in the signed agreement and under federal law. Liability for loss or damage lies with the transporting carrier, and we have done our part to assist Mr. ******* in initiating his claim.
6. Refund Denial
Mr. ******** request for a refund of his initial $3,000 broker fee was denied because it falls outside the 72-hour cancellation window outlined in the signed agreement. Furthermore, his move was successfully coordinated and dispatched as agreed. All services contracted by Bronze Star were rendered.

Conclusion
Mr. ********* complaint, though emotionally charged, omits critical facts: his expansion of inventory, consent to revised costs, acknowledgment of our role as a broker, and our assistance with post-move support. The agreements he signed are clear, binding, and compliant with all applicable laws and regulations.

Bronze Star Moving and Storage remains committed to assisting Mr. ******* with the carrier claims process if he continues to pursue it in good faith with the actual motor carrier responsible for transport.
Customer Answer
Date: 08/02/2025

Complaint: 23426903

I am rejecting this response because:

Sincerely,

******* *******
Customer Answer
Date: 08/05/2025
They are just lying their way out of it all and the better business bureau is of no value at all. I really figured as much. I will just have to replace everything that is possible and eat the rest. People like this shouldn't be in business.
Business Response
Date: 08/15/2025
We categorically reject Mr. ******** assertions and stand by our original response, supported by signed contractual documents and service records. His latest statement contains multiple inaccuracies, which we will address point-by-point:
Carrier Contact Information
Mr. ******* was provided the direct contact information for the assigned motor carrier, We Haul. The carriers contact details were correct and verified at the time they were provided. If Mr. ******* experienced difficulty reaching the carrier, that does not mean the information was incorrect or that our company withheld assistance. Furthermore, the bill of lading signed by Mr. ******* on the day of loading contains all of We-Haul's contact information.
Alleged Added Items
On pickup day, the motor carrier documented a substantial number of additional items and volume not listed on Mr. ******** original inventory. This was recorded on the Bill of Lading and resulted in necessary adjustments. These are standard industry procedures and were fully disclosed in the Binding Moving Estimate, which Mr. ******* signed.
Items Missing or Damaged
Claims of lost or damaged goods must be submitted directly to the carrier in accordance with federal regulations (49 CFR 370). Our role as the booking agent does not include handling or adjudicating loss/damage claims. The motor carrier is the legally responsible party for these matters. Mr. ******* has been informed of this process multiple times.
Delivery Date Discrepancy
The Bill of Lading and signed agreement both state that all pickup and delivery dates are estimates and subject to change due to logistics, routing, weather, and other operational factors. Delivery on the 29th does not constitute a service failure and is in compliance with the terms of the agreement.
Accusations of a Scam
This is a serious but baseless accusation. Mr. ******* entered into a legally binding agreement, received the services outlined, and was given all required disclosures prior to booking. Both our company and the carrier operated in full compliance with federal regulations and contractual terms.
Conclusion:
The record shows that Mr. ******** move was booked, serviced, and completed in accordance with the signed agreement and federal law. The alleged issues regarding delivery dates, contact information, and damages are either unsupported by evidence or misdirected to our company rather than the carrier responsible. We have provided all necessary information and assistance within our contractual role.
We respectfully request that the BBB close this matter, as no breach of contract or wrongdoing has occurred on our part.
Initial Complaint
Date:03/30/2025
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 called for a quote 3/3/25. A detailed inventory was conducted by phone and the quote was for 377 cf at $3250.00 with a deposit of $1250.00 to move all items from ** to **. I provided the deposit via Zelle to avoid a 5% charge to use a credit card and to confirm the order. I received a text the following afternoon asking for photos of the items listed in the inventory, which I supplied and informed that all items pictured would be disassembled and flat packed for the movers. Following that I received a phone call stating they underestimated the job and it would now cost $7000.00 and an additional deposit of $1700.00. I replied that was unacceptable and that the error was on their part, which they admitted to and claimed that if we continued with the original estimate they would leave half of my items behind. So, in order to complete the job and book the truck, the estimate needed to be updated and an additional $1700.00 was required. I said I was uncomfortable providing any more funds. I was asked what could I afford and then was placed on hold for ***** minutes until they came back with an offer to complete the job for $6,500, but would still require a second deposit. I repeated I was uncomfortable and would need to call them back as I had another appointment. I immediately called my bank to report I was being scammed and was concerned over the transaction. The bank asked that I not make contact with the company while they investigated. I deliberated over answering the multiple phone calls and texts I received with lower estimates and ultimately replied that I would like to cancel and be provided a refund as the original quote could not be met. At this point contact ceased and I followed up several times to get in touch with the billing department to inquire about the refund. I was never contacted or provided assistance on recovering my deposit. Ultimately, I used a U-Haul container and can prove it only took 257 cf. This activity took place 3/3-3/5.
Business Response
Date: 04/14/2025
We appreciate the opportunity to respond to the concerns raised by Ms. ******* ****** regarding her recent experience with Bronze Star Moving and Storage.
Ms. ****** contacted us on March 3, 2025, to request a quote for a long-distance move from ********** to ******** Based on the inventory provided over the phone, she was initially quoted for 377 cubic feet at a total cost of $3,250.00, with a $1,250.00 deposit paid via Zelle to secure her reservation.
After receiving the requested photos of her household goods, our team performed a more detailed assessment. It became clear that the original estimate had been significantly underestimated due to additional items not fully disclosed or accounted for during the phone inventory. Upon reevaluation, the actual volume required for her move was closer to 600 cubic feet, which was communicated to Ms. ******* The revised cost to complete the move accordingly increased.
Ms. ****** was offered multiple options, including a discounted total of $6,500 to complete the move in full, and was asked to provide a second deposit to secure the booking. She expressed discomfort with the updated pricing and ultimately chose to cancel her move.
While we understand that unexpected changes can be frustrating, we must note that Ms. ******* cancellation violated our companys cancellation policy, which is outlined clearly in our terms and conditions and provided at the time of booking.
In this case, Ms. ****** chose not to proceed with the move and independently secured alternate transportation through U-Haul. While we respect her decision, we fulfilled our part in providing a revised, accurate quote based on actual volume and did not cancel or fail to render service. The discrepancy in cubic footage from 377 to 600 is not uncommon in the moving industry when estimates are updated based on visual confirmation.
We regret that Ms. ****** is dissatisfied with her experience and wish her the best in her new home. However, we must respectfully maintain that the original deposit is non-refundable under the terms agreed upon at booking.
Sincerely,
Bronze Star Moving and Storage
Initial Complaint
Date:03/06/2025
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.
Bronzestar Moving Company gave me a quote of ******* complete for a cross country move. I sent the 1000 down and right before the move was to start, I started getting phone calls and texts from different people within the company stating what I ordered was too small and I would have to pay more for a larger truck. I explained again that im not a mover and didn't order anything. Anything ordered was by their professionals and not me. I asked for a refund and they told me that I was passed refund time and that's it, the money is theirs to keep. Free *******
Business Response
Date: 03/20/2025
Bronze Star Moving and Storage, **** appreciates the opportunity to respond to this complaint.
This customer contacted our office requesting a quote for a long-distance move. As a licensed moving broker, our role is to coordinate with both the customer and a federally authorized carrier to secure services based on the inventory and details provided directly by the customer at the time of booking. The quoted price of $3,000 was based on the information the customer supplied regarding the size and contents of their move.
After the initial reservation was made and a $1,000 deposit was collected, additional inventory and details were disclosed that significantly changed the scope of the move. At that point, the customer was advised of the necessary adjustments to accommodate the larger shipment. These updates are standard practice in the moving industry, as accurate pricing depends entirely on the volume of items and space required on the truck.
Our staff made several good-faith efforts to explain this process to the customer. While we understand that ********************** can be stressful, we rely on the information provided by the customer to prepare the most accurate estimate possible. Our Terms and Conditions, which were reviewed and signed at the time of booking, clearly state that the deposit is non-refundable after the 72-hour cancellation period, and that changes to inventory may result in pricing adjustments.
This customer was not misled, nor were any services rendered unfairly. The deposit secured the reservation of truck space, scheduling, and administrative processingall of which involved time and resources on our end.
While we regret that the customer chose not to proceed with the move, Bronze Star Moving and Storage, **** acted in accordance with all contract terms and industry standards.
Customer Answer
Date: 03/22/2025
Please, what they are saying is false. I was told by ****** to send pictures of my stuff. I told him that not all was packed and I can send rough pictures of the items. I told him 100 times over and over again that all was moved in a Medium u haul. I don't know anything about cubic feet. I said a Medium u haul. A Medium uhaul is 15'. He says the total would be 3000. Of course I jumped all over it. There were no additional items added. He said someone would contact me and let me know more on the 5th of May, he never said they would be there for the pick up. Another person contacted me and said that they were ready for pick up with a 10' box truck. I explained that I already told ****** that a Medium uhaul was required. Then the man hits me with a 6000 plus quote. No way this is legal. Yes I signed a contract thinking I was getting a Medium sized uhaul. The moving man knew exactly what I was talking about and how much space I would need. If ****** would have told the truth about the amount of space, I would have never Givin a deposit. I went with an honest company and paid 5000. I was quick talked into a no refund deposit because he said the price would change by morning. They have all voice recorded
Customer Answer
Date: 03/22/2025
One last thing. If I'm wrong than I'm wrong than I have to eat the lose but I feel hustled and I'm sure that I'm not alone.
Customer Answer
Date: 03/24/2025

Complaint: 23029384

I am rejecting this response because:
Please, what they are saying is false. I was told by ****** to send pictures of my stuff. I told him that not all was packed and I can send rough pictures of the items. I told him 100 times over and over again that all was moved in a Medium u haul. I don't know anything about cubic feet. I said a Medium u haul. A Medium uhaul is 15'. He says the total would be 3000. Of course I jumped all over it. There were no additional items added. He said someone would contact me and let me know more on the 5th of May, he never said they would be there for the pick up. Another person contacted me and said that they were ready for pick up with a 10' box truck. I explained that I already told ****** that a Medium uhaul was required. Then the man hits me with a 6000 plus quote. No way this is legal. Yes I signed a contract thinking I was getting a Medium sized uhaul. The moving man knew exactly what I was talking about and how much space I would need. If ****** would have told the truth about the amount of space, I would have never Givin a deposit. I went with an honest company and paid 5000. I was quick talked into a no refund deposit because he said the price would change by morning. They have all voice recorded

Sincerely,

****** ***********
Business Response
Date: 03/28/2025
Dear *** ***********,
Thank you for your follow-up and for providing additional insight into your concerns. We appreciate the opportunity to respond once again.
While we understand your frustration, we must reiterate that Bronze Star Moving and Storage, **** acted in good faith and in full accordance with the terms of our agreement and industry standards.
Clarification Regarding the U-Haul Reference
You repeatedly referenced a Medium U-Haul as your move size. While we understand that this may have helped you visualize your belongings, it's important to note that U-Haul sizes do not translate directly into precise cubic footage, which is what licensed carriers use to determine cost, truck space, and labor. Our representative, ******, relied on the photos you provided and the verbal descriptions you gave at the time of booking to create a preliminary estimate.
Pricing and Estimate Adjustments
Based on the information you supplied at booking, you received a quote of $3,000. That quote was made in good faith using the inventory and details available at that time. Our process, which is standard across the industry, includes a secondary call ******************* where a carrier confirms inventory, truck requirements, and any additional factors. During this process, it became clear that the initial estimate did not accurately reflect the true size of your shipment. The updated price was based on the confirmed inventory and space required, not due to any deceptive practice.
The Deposit and Booking Process
You provided a $1,000 deposit to reserve your move. As explained during the booking and documented in your signed Terms and Conditions, this deposit is non-refundable after the 72-hour cancellation window. This is because time, resources, and carrier space are allocated immediately upon booking. Our representative also explained that rates are dynamic and subject to change based on availabilitythis was not a pressure tactic, but a transparent explanation of how moving logistics work during peak season.
Voice Recordings and Transparency
We welcome the review of any voice recordings, as our staff is trained to be transparent and informative throughout the process. Our goal is always to set clear expectations. If there was ever a misunderstanding, it was not intentional, nor was there any effort to mislead you.
Final Note
We are sincerely sorry that you chose not to move forward with our services. However, this decision was made after the reservation process was completed and services were set in motion. Bronze Star Moving and Storage, **** fulfilled its responsibilities in arranging the move, coordinating with a licensed carrier, and allocating truck space based on the provided details.
We respect your right to choose a different provider, and were glad you were able to complete your move. Nonetheless, the deposit you authorized and the booking agreement you signed were handled appropriately and within industry and legal standards.

Customer Answer
Date: 03/28/2025

Complaint: 23029384

I am rejecting this response because: of the fact that I was fast talked into leaving a deposit because of a new law that would come into affect the next morning. If you listen to ****** in the tapes you will clearly hear him state about new law

Sincerely,

****** ***********
Initial Complaint
Date:02/28/2025
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.
****. Bronze ******************************* are the same ************* Im truly appalled the *** hasnt closed this illegal operation down. Let me explain what transpired.A women named **** quoted me that day. I didnt book with them. Later that day after booking with North American, I get a call after business hours from a ******* from ***************. Apparently the carrier that was assigned to my move? I panicked and called back and a women named ****** told me pretty rudely my move was cancelled and that ************** was a bad company and lost their DOT licensing and that is why they are cancelling. After trying to reach North American at 9:30 pm at night when they were closed, I was informed by this carrier that they could refer my file online to a company they work with. Suddenly while talking to ******, I get a call from a man who I explained the situation to and he told me it happens all the time and ************** was a scam company. This was AMERICAN MOVERS DIRECT. I was so flustered but happy they could help last minute. They I didnt trust her and she sounded too familiar, like that ****** from *************** that cancelled my move. Come to find out the next day after calling North American that this was FALSE and a SCAM TACTIC. They have no idea who ***** Logistics is and it doesnt even exist. So I called the first company ********************** and a ***, who sounded way too much like ****, had answered the phone. BRONZE STAR AND AMERICAN MOVERS DIRECT ARE SCAMS DONT USE THIS COMPANY. SUCH A SHAME BEWARE!!!!!! I have reported both ********************** and Bronze Star to the **** which they are already under investigation. Glad I followed my intuition. PLEASE BEWARE if you get a call from a ******* or anyone late, that sounds rude and demanding that your move will be cancelled its a SCAM with Bronze Star and **********************.
Business Response
Date: 03/20/2025
Bronze Star Moving and Storage, **** takes all customer concerns seriously, and we appreciate the opportunity to respond to this complaint.
First and foremost, Bronze Star Moving and Storage, **** is an independently operated moving brokerage, fully licensed and bonded under ***** regulations (MC-1210568). We are not affiliated with ********************** or any company named J & ***********. Any claims that we are the same company or are part of a coordinated scheme are categorically false and defamatory.
After a thorough review of our system, we found no completed booking or signed agreement with this individual. Without a signed contract or payment, no services were rendered, nor was any carrier dispatched by Bronze Star Moving and Storage, **** It is also worth noting that customers frequently engage with multiple ********************** companies while gathering quotes. Unfortunately, this often results in confusion when separate companies follow up or share similar carrier networks.
Our representatives are trained to remain professional at all times, and we maintain strict internal guidelines to ensure ethical communication with all prospective clients. If the complainant believes someone misrepresented themselves or acted inappropriately, we encourage them to provide written proof or recorded evidence, so we can investigate further. As of now, no such documentation has been submitted.
Lastly, we take accusations of fraudulent activity seriously. Bronze Star has cooperated fully with any and all regulatory agencies and has not been cited or charged with any wrongdoing. Allegations that we are under investigation are unsubstantiated.
We respectfully request that the BBB remove this complaint as it contains defamatory and inaccurate claims not supported by evidence. We remain committed to transparency and ethical conduct in all aspects of our business.
Initial Complaint
Date:01/12/2025
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.
In December we signed a contract with Bronze Star to move our household goods from ****** to **********, **. We reported abut 400 cf to be shipped but ****** ******** (Bronze Star) told us we had 1352 cf after looking at a picture he requested. He ws emphatic that we needed to contract for ******* and said any cf under that amount would reduce the $13,000 contract by $10 cf. He said when the truck arrived it would have measurement indicatores in the truck to determine actual cf. We provided him a list of every item to be shipped, its dimenisions and its cf totaling 401 cf. I sent an email to ******** summarizing our entire conversation and he called to say it was all correct and that I would pay for no more than was shipped. When the truck came on December 28, 2024 the driver said the truck had no measurement guages and it did not make any difference how many cf was being shipped as the contract required payment for 1352 cf. When we called Bronze Star they said the same thing because the actual amount of cf shipped was not a factor. The only factore was amount on the contract. We have paid $9500, so far, and upon delivery soon (now 6 days past committed delivery date and no ETA) they will require $3500 before unloading the truck. This is a scam, and I see from reading other BBB reports that this is their standard ploy. Others report that once the contract is signed that ******** no longer takes calls or responds to emails. This is true with us as well. We don't want to have to go to court to pay the fair amount, and we hope you can help us, preferably before more money is extorted. We have paid $9500 and they will demand $3500 more, but the cf shipping charge should be closer to $4000. Thanks for any assistance you can give us. ***** and ***** **********
Business Response
Date: 02/04/2025
Hello,
This complaint is deeply concerning, given that Bronze Star Moving and Storage fully rendered and completed all agreed-upon services. You were assigned a licensed and insured motor carrier, and you signed the carriers **** of Lading, explicitly acknowledging and agreeing to the price adjustment. This increase was directly due to the substantial additional furniture and boxes you added, which were not disclosed in your initial inventory. Despite this, you confirmed your acceptance of the revised price before the truck was loaded by signing the Bill of Lading.
Furthermore, your items were delivered without damage. However, what is most troubling is that you subsequently disputed the broker fee with your credit card company, falsely claiming that the receipt provided was only for $1.00, when in reality, it clearly displayed the full amount of $3,500.00. This constitutes a deliberate misrepresentation to your financial institution.
We are currently in the process of submitting all supporting documentation to your bank, including signed agreements, the Bill of Lading, and the correct payment receipts, to confirm that services were fully rendered and to refute your baseless and fraudulent dispute.

Customer Answer
Date: 02/13/2025

Complaint: 22801249

I am rejecting this response because:
Even though it is correct that our belongings were shipped to us, they were shipped with a fraudulent premise, insisted upon by ******. that if we signed a contract for ******* that we would be refunded $10 per cf for each cf under 1352 cf and that the actual cf would be determined upon pick-up. At pick up we documented 408 cf but the driver would not load unless we signed the contract for 1352. We signed but noted on the contract our objection. Note: The contract originally signed states that the payment will ber based upon actual cf shipped - which we documented as about 400 cf.
Secondly ****** notes that we had no damages. The driver was shown many damaged items and we have 90 days to file the claim. We will do so after we finish the process of unpacking the last boxes. We have 90 days from delivery to file the claim. Every piece of furniture shipped (few) was damaged. 29 pieces of glass, etc. were destroyed.

Last, ****** objects to our trying to recover $3500 of the approximate $9000 overcharged, and we are working with the credit card company to understand the scam

See four pdf files that support our objections to this scam company that others need to be warned of..

Sincerely,

***** **********
Initial Complaint
Date:01/10/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
G6415039 We told Bronze Star what was needing to be moved. Was told no problem and was sent a estimate to sign. $3800 and change. A few days before the actual move date of Jan 9-10/24 someone by the name of ***** called to get all the photos of items being moved. All pics were taken of a not full storage, description of weight equipment etc. Couch set and inside house and garage things. Was then sent another new estimate of $3000 more. Was told in an email we would not be victim of bait and switch. Was told the move would be higher from 600 cubic ft to 1200. New agreement signed for $6400. Was also told Bronze star was the actual moving company when in fact they are not. The people picking up said they have nothing to do with Bronze and told us that the stuff in pics is more than 1200 cubic ft and stated it would cost closer to $10,000 total so they were saying we could add another $4000 to the price. Due to Bronze and their mistakes i had to sell and give away my grill, entertainment center, some weight lifting equiptment. Local guys also stated they were told wrong or they would have brought a bigger truck. They looked at pics and just looking at them they stated its more than 1200 cubic ft so once again bait and switch was done by Bronze. Bronze movers also stated that in their contract it states Bulky items over 150lbs were extra $150 per item. I see nothing in both contracts signed and I have copy. (they may add it magically) We are asking for some reimbursment due to the bait and switch and botched up estimates. I am a navy veteran and this is no way to treat a military man. I will continue to report Bronze and join the many that had this bait and switch done to them as well by Bronze. We are asking for the cost of 5 mth of storage paid since we now have to keep a 10x25 for $213 and a 10x15 for 83 a month due to them not giving us the correct info. Local guys said photos alone show its more than 1200cubic ft. ************* twice!
Business Response
Date: 02/04/2025
Thank you for bringing your concerns to our attention. At Bronze Star Moving and Storage, we take customer satisfaction seriously and strive to provide clear and transparent communication throughout the moving process.
We would like to address the concerns raised in your complaint:
Estimate Adjustments & Additional Charges:
Initially, you were provided with an estimate based on the inventory and cubic footage you disclosed. As stated in the signed agreement, our estimates are based on the specific list of items provided by the customer. If additional items or greater volume are presented at the time of pick-up, a revised estimate is required.
Upon further review, it was determined that the actual cubic footage required was significantly higher than initially estimated. The revised estimate and Bill of Lading, which you signed with your motor carrier, reflected this increase in space and was provided before any services were rendered.
Our agreement clearly states that the final charges are based on the actual weight or cubic footage of the items moved.
Broker vs. Carrier Disclosure:
The agreement signed by you explicitly states that Bronze Star Moving and Storage is a properly licensed interstate broker, not a carrier. Our role is to coordinate and arrange for transportation through an FMCSA-authorized motor carrier. This information was disclosed prior to booking, and this distinction is outlined in the contract.
Bulky Item Charges:
Regarding the claim that bulky items over 150 lbs. were charged extra, these fees are standard in the moving industry and are outlined in the agreement. Any additional charges for heavy items such as safes, workout equipment, or large furniture would have been disclosed during the revised estimate process.
Storage Costs Due to Volume Discrepancy:
We understand the frustration caused by needing to store additional items. However, the moving estimate was based on the inventory provided, and our company cannot be held responsible for discrepancies between the listed inventory and the actual volume at pick-up.
Bait-and-Switch Allegation:
The term "bait and switch" implies intentional deception, which is not the case here. The need for a revised estimate arose from differences between the originally provided inventory and the actual volume requiring transport. Our company followed industry-standard procedures by issuing a revised written estimate prior to service, which you agreed to and signed.
Veteran Status Consideration:
We highly respect and appreciate your service. As reflected in the estimate, we provided a military discount as a courtesy. However, all customers, regardless of veteran status, are subject to the same contractual terms and pricing adjustments based on the actual scope of work.
We regret any inconvenience you experienced during your move and hope this response clarifies our position. If you have any further concerns or wish to discuss this matter further, we encourage you to reach out to our customer service team directly.
Sincerely,
Bronze Star Moving and Storage
Customer Support Team
**************

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Bronze Star Moving and Storage Incorporated is NOT a BBB Accredited Business.