Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date: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
  **************

• Initial Complaint

  Date:11/25/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired them to move us From ***** to **. Come the day of the move a company they contract with showed up demanding ****** to move us. Bronze star moving then tells me they arent the movers they are just a negotiator for the moving company. Not once did they ever tell me this. When talking to them the asked me all the right questions but again never told me they wouldnt be the movers

  Business Response

  Date: 12/04/2024

  Thank you for sharing your feedback. We understand your concerns, and we would like to address the points raised while referencing the terms and conditions of your agreement with Bronze Star Moving and Storage.
  

  Role as a Moving Broker
  As disclosed in the signed agreement, Bronze Star Moving and Storage is a licensed and bonded moving broker, not a carrier. Our role is to arrange and coordinate your move with an FMCSA-authorized motor carrier from our network. This information was communicated in both the agreement you signed and the federal publications we provided, such as "Your Rights and Responsibilities When You Move." By signing the agreement, you explicitly acknowledged this arrangement.
  

  Estimate and Final Charges
  The Binding Estimate provided was based on the inventory and services you detailed during our initial discussions. Per the agreement, if additional items were added or extra services were required (e.g., increased cubic footage or packing), the total cost would be adjusted accordingly by the motor carrier. The motor carrier is required to issue a revised estimate reflecting any changes before performing services, as outlined in federal regulations and our agreement.
  

  Transparency in Services
  Throughout the booking process, our representatives are trained to explain our role and provide clarity on our services. The signed agreement further reiterates that we coordinate transportation with a licensed motor carrier and are not responsible for performing the move ourselves. We regret if there was any misunderstanding on this point, but it was fully disclosed in the terms of your Binding Moving Estimate.
  

  Next Steps
  

  We value your feedback and encourage you to contact our support team if you have additional concerns. We are committed to addressing any remaining questions and providing further assistance as needed.
  Thank you for choosing Bronze Star Moving and Storage for your relocation needs.
  

  Sincerely,
  Bronze Star Moving and Storage Team

  Customer Answer

  Date: 12/04/2024

  Again at no time did they TELL me they were a broker until day of move. If they dont refund at least 1/2 of the money I will take them to court. 

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22603851
  
  I am rejecting this response because:

  Again at no time did they TELL me they were a broker until day of move. If they dont refund at least 1/2 of the money I will take them to court.
  
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 12/16/2024

  Dear ******,

  Please find attached the relevant images for your reference. As outlined on multiple platforms, including our website and the Binding Moving Estimate agreement you signed, we have clearly disclosed that we operate as a fully licensed and bonded moving broker.
  

  Regarding the price adjustment, the increase was directly attributed to the substantial additional furniture and boxes, which significantly increased the cubic footage of your shipment. It is important to note that several items you intended to move were not disclosed to us, despite our two prior attempts to confirm a complete inventory with you. This discrepancy necessitated the price adjustment by the motor carrier.
  

  We are happy to provide further clarification or address any additional concerns you may have.
  

  Best regards,

  Bronze Star Moving and Storage

  Customer Answer

  Date: 12/30/2024

  I have no more info, like I said he never told me was a broker. If possible I would like to give them a terrible review and would recommend NO ONE USiING THEM ITS A WASTE OF MONEY!!!!!!!

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22603851
  
  I am rejecting this response because:

  I have no more info, like I said he never told me was a broker. If possible I would like to give them a terrible review and would recommend NO ONE USiING THEM ITS A WASTE OF MONEY!!!!!!!
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 01/10/2025

  Dear ******,

  We do disclose we are your moving broker this is all over any and all advertisements online as well as your Binding Moving Estimate you signed for services. We also have provided all Government Bill of Lading showing your assigned carriers name and contact information as stated in your Binding Moving Estimate as well per DOT regulation. You assigned carrier is who you also paid directly at loading/delivery. You made all payments out to ******* as well. Under your terms of payment section in your binding moving estimate it also states this:

  TERMS OF PAYMENT
  At time of  setting up Bronze Star Moving and Storage as your moving broker/coordinator a broker fee will be due in the form of ***** MasterCard, Personal Check, Zelle or ACH Electronic Debit. Credit card payments will incur a 5% processing fee. Bronze Star Moving and Storage is not your movers. Bronze star is paid by the shipper to arrange, the transport of property by a registered move.
  Moving broker or broker means a person who, for compensation, arranges for another person to load, transport or ship, or unload household goods as part of a household move or who, for compensation, refers a shipper to a mover by telephone, postal or electronic mail, Internet website, or other means. The moving broker's fees do not include the cost of the shipper's household move, including, but not limited to, the loading, transportation or shipment, or unloading of household goods and accessorial services."
  It has been disclosed that the fee collected by Bronze Star Moving and Storage *** is a broker fee. This is our fee for arranging a fully licensed/insured motor carrier to move/handle your household goods and possessions. Compensation means money, fee, emolument, quid pro quo, barter, remuneration, pay, reward, indemnification, or satisfaction.
  The carrier charges will be paid C.O.D (unless arranged in advance to pay by credit or debit card) by you, the customer, to the independently owned carrier in two payments. The first half is due upon pickup and second half due upon delivery of your household goods at the intended destination address. Bronze Star Moving and Storage does not participate in the collection of carrier payments nor do we share in the proceeds of carrier charges. Once your payment is processed with us (required broker fee amount) we will immediately have our dispatch department initiate the process of locating a licensed and insured carrier to transport your household goods.  
  At the time of pickup up to 70% of the balance is due in the form of cash or postal money order to the motor carrier. If customer would like to use a credit card at the time of pickup, Bronze Star Moving and Storage must be informed at the time of your reservation and the use of credit card must be added to your contract prior to your electronic signature. (Credit card use may be subject to a 5-8% processing fee). At delivery the balance is due prior to unloading in the form of *********** Money Order or Cash only to the motor carrier. The carrier reserves the right to collect up to 70% of balance due prior to the goods leaving the origin state. Subject to federal law, payment in FULL of all charges is required before delivery and prior to unloading, Subject to the 110% law, if applicable. All charges are based on the carrier's full tariff rates. If payment is not made then the carrier may place the goods in storage until payment is made; in such case the customer will be responsible for all ********************** and redelivery fees.
  The customer agrees to pay the total charges for the moving coordinators services provided by Bronze Star Moving and Storage. The customer understands and agrees that the broker fee represents only a portion of the total estimated service, and for scheduling and routing purposes. The broker fee is non-refundable after 72 hours of placing the reservation for scheduling purposes unless approved by a manager.

   

  If you wish you are more then welcome to reach them directly at : *************************************************************************** ******* Moving and Storage LLC - ******* *******
  ****************
  *****************
  DOT: ******* MC: 1437772
  ******* ************

  For any further questions please do not hesitate to reach out to customer service directly.

  Sincerely,

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

  Customer Answer

  Date: 01/10/2025

  Im done !!!!!!!!! Will not recommend to anyone 

  Customer Answer

  Date: 01/10/2025

  Please close complaint 

  Customer Answer

  Date: 01/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:11/20/2024

  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.

  Bronze Star gave me a contract that they would move me from ********* ** to ********************* for $10,000. At the last day before the move, I get an other call asking for $2,500 more, last minute. When they sent their contractor to pick-up my furniture the day of the move they asked me for an additional $2,000. They said they had to use more boxes. I had all my clothing in plastic bags and I had mention it to Bronze Star on every call we had. When the the household was deliver to *********************, they where deliver in the same black plastic bags I had put them in. They did not use more boxes and charged me more money. I feel this is Bronze Star way of doing things, abuse and over charge the customers at the last minute knowing the customer has to be out of their homes, leaving us with no choice but to pay. I will like my money return, the extra $5,000 and report them for fraud. they should not be operating or allowed to do business like this.

  Business Response

  Date: 12/04/2024

  Thank you for taking the time to share your concerns. We want to address the points raised and provide clarity based on the terms and conditions you agreed to when booking with Bronze Star Moving and Storage.
  

  Pricing Adjustments and Additional Charges
  Your Binding Estimate for Services was based on the inventory and services you provided during our initial discussions. Per the signed agreement, if additional items were added, or extra services were required, the estimated cost would be adjusted accordingly. This process ensures accuracy in the space and resources required for the move.
  

  On the day of pickup, the carrier identified a need for additional packing space due to the items being transported, including the clothing stored in plastic bags. While plastic bags are discouraged for safety and transport reasons, the carrier accommodated these items and calculated the space accordingly. This adjustment resulted in the additional charges.
  

  Per federal regulation and the terms of your agreement, these changes required a revised estimate, which you signed before services were rendered.
  

  Delivery and Services Rendered
  All items were successfully delivered to your destination in ************, ********. The plastic bags containing your clothing were transported without further modification, and the charges reflected only the space these items occupied, as outlined in your agreement.
  

  Binding Estimate Agreement
  By signing the Binding Estimate, you acknowledged the potential for adjustments if the inventory or required services changed. This agreement also stipulated that charges for services would be based on the motor carrier's published tariff, which includes costs for additional services, such as packing or extra cubic footage.
  

  Resolution

  Your move was fully serviced, and your items were delivered. While we understand your frustration with the additional charges, they were applied transparently based on the space used and services rendered. Our goal is to ensure all moves are conducted professionally and in compliance with federal regulations and our agreements.

  We take customer feedback seriously and are committed to addressing concerns fairly. If you have further questions or would like to discuss this matter in more detail, we encourage you to reach out to our customer support team.
  Thank you for allowing us to assist with your move.
  

  Sincerely,
  Bronze Star Moving and Storage Team

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22583585
  
  I am rejecting this response because: I gave a detailed list of the items being shipped. I sent pictures when i was given a quote and a price was agreed. 1, 2, 3 times they changed the pricing, not honest at all. They charged me more money for having clothing in Bags and they delivered them to ************ in the same bags. All items where disclose nothing else was added.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 12/16/2024

  Dear ****,

  I hope this message finds you well.
  

  Please find attached a copy of your Bill of Lading, which you signed and agreed to on October 5, 2024 with the motor carrier assigned to your move by Bronze Star Moving. Your complaint regarding an alleged lack of awareness about the price increase is untrue, as you signed a legally binding contract with your motor carrier on the day of your move, explicitly confirming your agreement to the total cost.
  

  The increase in cost was due to packing materials and labor required to pack items that were not pre-packed. These additional packing costs were clearly disclosed in writing on your original Binding Estimate Agreement and reiterated on the Bill of Lading you signed.
  

  Moreover, your move was successfully completed, and all contracted services were rendered to you. As such, a full refund for your move is not a feasible or reasonable resolution.
  

  Should you have any further questions or require clarification, please do not hesitate to reach out at *************************************************************************************************************.

  Thank you!

  
  

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22583585
  
  I am rejecting this response because: They charge me for 50 boxes, I only witness 30 boxes from the packers.  I have text pictures that I send when I was given the quote, they should not be any extra charges and they also charge me for storage fees that they did not return. We had no storage service. They charge extra for more boxes and they never repacked the plastic bags. I have pictures of every room and garage that I sent Bronze Star when they gave me the Quote.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 01/10/2025

  
  Dear Mr. ******************* you for taking the time to share your feedback. We are sorry to hear that you were dissatisfied with your experience. After thoroughly reviewing your concerns and the documentation related to your move, we would like to provide some clarification.
  
  As outlined in the Binding Moving Estimate and supporting documentation, additional fees can apply for necessary services that arise during the move. Specifically:
  You required additional packing materials and services for items such as mirrors, TVs, beds, treadmills, and other fragile or bulky household goods.
  The charges for these services, including the use of additional packing materials, were clearly itemized in the section titled ***************************** and Additional Fees within your contract. These services were explained upfront, and you approved them prior to the move.
  
  It is customary for carriers to offer or require additional services to ensure the safety and proper handling of your items. Examples of such services include the use of specialized packing materials, long carry fees, shuttle services, storage, and other necessary accommodations. These terms are standard and in compliance with **************************** regulations, and they are disclosed in detail in the Contract for Service (Bill of Lading).
  
  Regarding the concerns about the fees and packing charges:
  Your signed agreement and the Bill of Lading confirm that the charges applied were accurate based on the volume of items and services required during the move.
  Plastic bags, such as garbage or garment bags, are not permitted on the truck due to industry safety and compliance standards. However, it seems your items were ultimately transported as packed.
  
  While we understand your frustration, the additional fees were not unexpected or arbitrary. They were necessary for the successful execution of your move, and you agreed to these charges in writing before the services were performed. If you believe there is still a discrepancy, we encourage you to contact your assigned carrier directly. You can reach them at *************************** for further clarification or to discuss specific concerns.
  
  At Bronze Star Moving and Storage, we strive to be as transparent as possible in our pricing and service practices. Should you have any additional questions or require assistance, please dont hesitate to reach out.
  
  Sincerely,
  Bronze Star Moving and Storage

• Initial Complaint

  Date:11/18/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 13th 2024 I was contacted by Bronze Star Moving and Storage for a quoted that I had asked about online. I spoke to ***** ******** who took inventory of everything I was moving and gave me a Binding Estimate of 608cf for $2900 with a deposit of $1,100 and having a remaining balance of $1,800 to be paid in two installments, at pick up and drop off ($850 each).November 11 2024, I receive a phone call from ***** to walk him through the move and which items I will be taking. I ended up telling him a few mess items since they would no longer be needed. He informed me that based on what I had told him, I would need more cubic feet space and he gave me a new quote for over $6000. I explained to him that I had a contract stating that it was $2900, to which he said that was no contact. He informed me that I had the option to leave it as such but that if my items didnt fit in that space, then I would have to leave them or pay the extra so I could take my belongings. I then asked to cancel my reservation and get a refund as this was already bad business practices, and he said there was no refund. I asked to speak to a supervisor and he said he was it. I tried calling *****, even emailing him to no avail. After researching this company I discovered many reviews starting the same thing and that they were only brokers not an actual moving company, and that many people were having to pay more money than originally quoted to get their belongings back. I filed a review on BBB. November 18th I received another call from ***** saying he had read my review and though I had a right to post it, he wanted to know why I had called them a fraud. Furthermore he decided he was going to cancel my reservation, to which I rebutted that if he was going to do that he would need to refund my deposit and would need an answer today. He said he was messaging the finance department and he would call me back. I have called several times. He is always unavailable and will not call

  Customer Answer

  Date: 11/19/2024

  Upon noticing *********** would not answer my phone call, I decided to call from a different number. ***** answered, when I identified myself he put me on hold, and after 2 minutes, it hung up. 
  

  I called again and he acted like it was an issue and I couldnt hear (benefit of the doubt). 
  

  He stated that because I had filed a formal complaint with BBB, he was going to just cancel my move because he felt I was just going to have issues. I told him if he wanted to cancel then come but to them refund my deposit because he was canceling it. To which he replied that he would not refund because he had rendered the service of brokering a company to come and move my belongings and because I was falsely accusing them of fraud. I explained that it was fraudulent practices to just cancel my move and not refund my deposit when the job has not been done. 
  

  I then informed him that I was recording the conversation and he said he didnt consent to being recorded, to which I replied that if there was no fraudulent practices it shouldnt be a problem. He then said that he would approve and schedule my move if I marked this claim as resolved. This seemed like blackmail, unless I marked it as resolved I would not get my belongings moved nor my deposit refunded for services NOT rendered. 
  

  I told him I would mark it as resolved when I saw the moving truck outside my house OR the money refunded. 

  Business Response

  Date: 12/04/2024

  Thank you for your feedback. We take all concerns seriously and appreciate the opportunity to address your experience. Below, we clarify the terms of your agreement and the events leading up to your concerns.
  

  Initial Binding Estimate and Inventory Adjustment
  Your original Binding Estimate was based on the inventory you provided during the initial consultation with our representative. As outlined in the signed agreement, this estimate was binding for the listed items and services. Any changes to the inventory, including additions or removals of items, may affect the cubic footage required and result in a revised estimate, per federal regulations and the terms you acknowledged.
  

  On November 11, 2024, during a follow-up call, our representative identified discrepancies between the original inventory and the updated details you provided. Based on the adjusted cubic footage, a new estimate was issued. This process was conducted transparently and in compliance with your agreement, which stipulates that changes in volume or services necessitate an updated quote. You chose to not make an changes and retain the pricing of your original agreement at the commencement of this call.
  

  Cancellation and Refund Policy
  Your agreement included a cancellation policy clearly stating that the broker fee is non-refundable after 72 hours unless approved by management. This policy, outlined in your signed terms and conditions, was agreed upon at the time of booking. We regret if there was any misunderstanding regarding this policy. Furthermore, the assigned motor carrier arrived at your residency to perform the agreed up services which you refused on the day of the move.
  

  Role as a Broker
  As disclosed during the booking process and detailed in your agreement, Bronze Star Moving and Storage operates as a licensed and bonded broker. Our role is to coordinate your move with an FMCSA-authorized motor carrier. This information was provided in the agreement and the ***** publications shared with you.
  

  Communication Attempts
  We understand your frustration with reaching our representatives and apologize for any inconvenience caused. While our team strives to respond promptly, there are times when high call volumes may delay our response. We encourage you to contact our customer support team for further assistance.
  

  Review of Allegations
  Regarding your BBB review, we support your right to share your experience publicly but are committed to addressing any inaccuracies. Our teams intent in contacting you was to clarify concerns, not to cause distress.
  We aim to provide transparent and professional services to all customers. If you have additional questions or require further clarification, we invite you to reach out to our support team so we can resolve any remaining concerns.
  

  Thank you for considering Bronze Star Moving and Storage for your moving needs.
  

  Sincerely,
  Bronze Star Moving and Storage Team

  Customer Answer

  Date: 12/08/2024

   
  Complaint: 22573496
  
  I am rejecting this response because:

  I have provided proof of what was listed in the original quote, when on November 11, ***** called me, I actually listed FEWER items than in the original post, and was still told I needed more cubic footage and a higher amount. I have two witnesses who listened to the conversation, plus a recording of ***** himself cancelling my move unless I marked this complaint as resolved. I would be more than happy toto provide said recording. 
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 12/15/2024

  Thank you for your continued feedback regarding your experience with Bronze Star Moving and Storage. We understand that moving can be a stressful process, and we strive to address any concerns or misunderstandings with clarity and professionalism.
  

  We would like to respond to your assertion that your inventory list remained unchanged and address the sequence of events, particularly regarding the service refusal.
  

  Inventory Discrepancy and Revised Estimate
  As outlined in your signed agreement, the original Binding Estimate was based on the inventory you provided during the booking process. Any adjustments to this inventorywhether items were added, removed, or dimensions differedcould necessitate a revised estimate to reflect the space required accurately. This ensures that the motor carrier dispatched to your home can accommodate all items and fulfill the services requested.
  

  If, as you stated, your inventory did not change, we would like to understand why the motor carrier, who conducted an on-site assessment, identified a need for more cubic footage to transport your belongings. The on-site evaluation by the carrier is a standard procedure and is done to confirm that the actual inventory aligns with the information provided to us. This discrepancy suggests that there may have been inaccuracies in the inventory list initially provided.
  

  Refusal of Service
  On the day of your scheduled move, the motor carrier dispatched by Bronze Star Moving arrived at your residence prepared to perform the agreed-upon services. However, you declined their services upon learning that the space required for your belongings exceeded the original estimate. It is important to note that service was available to you, and the carrier was ready to proceed within the terms of the updated assessment. This refusal of service was not due to any failure on our part to facilitate your move but rather a result of the inconsistency between the actual items and the listed inventory.
  

  Our Role as a Broker
  As stated in your agreement, Bronze Star Moving and Storage operates as a licensed broker to coordinate your move with *****-authorized motor carriers. This information, along with ***** guidelines, was provided at the time of booking to ensure transparency regarding our role in your moving process. The motor carrier's assessment and actions were in alignment with industry standards and federal regulations.
  

  Clarification and Resolution
  If you maintain that no changes were made to your inventory, we encourage you to provide a detailed explanation of why the motor carrier determined that additional space was required. Transparency is essential in resolving this matter, and your input is vital in clarifying any misunderstandings.
  

  We value your feedback and aim to address your concerns thoroughly. Should you wish to discuss this matter further, please feel free to contact our customer support team directly. We remain committed to providing fair and professional services to all our customers.
  

  Thank you for your attention to this matter.
  

  Sincerely,

  Bronze Star Moving and Storage

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22573496
  
  I am rejecting this response because: In response to Bronze Star, they state they performed an on-site evaluation, which is FALSE. This was al done over telephonic communication. If the inventory originally listed decreased, how is it possible that the new estimate doubled? Unless of course they originally gave a very low estimate in order to bait and switch a person into paying their down payment which is nothing but their fee for services rendered as brokers, and once their services are rendered the customer then has to deal independently with higher fees from the movers they coordinate with. They stated at first they were a moving company, then they said (and the contract states) they are brokers, then they go back and forth on what they are and what services they provide. I was told originally the movers would be on-site Sunday the 24th of November.  No one showed up on Sunday. I had to vacate the site by the 25th, therefore I had to Rent a moving truck and move my belongings as this company was not anywhere to be found. I have attached the audio where ***** clearly says he will gladly approve my move after he cancelled it when I wrote a review on BBB, IF I marked this formal complaint as resolved. I let him know once I saw the movers on site I would mark it as resolved. Movers never came on the 24th as I was originally told. 
  
  Furthermore, I have included the original inventory list or binding contract as you will. For which I was given the estimate of requiring 608cf at a fee of $2,800. It was all listed. When ***** called to revise it, I made DEDUCTIONS to the inventory, how does your company explain the more than double price increase? Again, there was no on-site evaluation, and all communication was telephonic. I would think your reputable company would keep recordings of the transactions with clients for training purposes, are you able to provide the evidence? 
  Sincerely,
  
  ******** *******

  Customer Answer

  Date: 12/16/2024

  I would like to state, I did not refuse any movers because they never showed up on the 24th as written in the binding estimate. Surely if a client refuses a mover, there would be some sort of paper trail or evidence to show refusal. 

• Initial Complaint

  Date:10/25/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/3/24 Bronze submitted a binding quote for transport of items from ********** to **********. The price was $2,900.00. I paid $1,000.00 as a deposit and agreed to pay $950.00 on the day of delivery. The final payment of $950.00 due once delivered.On 10/24/2024, the carrier arrived and increased the price to $6,200.00. Bronze called me twice prior to delivery to remind me of the delivery. At no time did they tell me that a price would increase. In fact, they assured me of the payment plan of $950.00 at time of delivery. For the record, I had to travel from ********** to be there for the delivery. I paid for the plane, rental car and hotel. I was ***** miles from home and when I was told of the price increase. Again, Bronze never told me there would be a price increase.I then determined the best course of action was to complete the goal of retrieving my items to be shipped home. So I signed an agreement with the carrier. However, since I was ***** miles from home, I was under duress when I agreed to the contract because Bronze blind sided me as they did not notify me of a price *********** the end, the carrier demanded I pay him $1,950.00 that day. The final payment was due at time of delivery to my house of $2,928.00.I believe Bronze deliberately low balled the price of $2,900.00 in order to keep me as a client, knowing the price would increase from the carrier. They made a bad faith contract. Im also concerned this is their usual practice, which can be considered fraud.I am asking for a refund of $1,000.00 deposit back.

  Business Response

  Date: 10/25/2024

  Dear ******,

  This correspondence is in response to the complaint you recently submitted regarding your move from ********** to **********, for which you engaged the services of Bronze Star Moving and Storage, a fully licensed and bonded moving broker. We have thoroughly reviewed your claims and would like to address the matter in detail.

  First, it is important to clarify Bronze Stars role as a moving broker. Our obligation is to arrange for the transportation of your household goods by assigning a licensed motor carrier to fulfill the move. In this instance, we assigned *********************** to handle your shipment, thereby fully rendering the services for which you contracted with us. The $1,000 deposit you paid represents our broker fee for these services.

  Concerning the issue of pricing, the initial binding estimate of $2,900 was based on the specific inventory list you provided to us prior to the move. It is well-documented that any changes in the scope of workincluding additional items not accounted for in the original inventoryare subject to price adjustments as per standard industry practice and the terms of the agreement you signed.

  You allege that you were blindsided by a price increase upon the carriers arrival and that you were under duress when you signed the revised bill of lading. However, we must note that you chose to sign this legally binding document, which expressly outlines the updated terms and costs. Crucially, you did so without first attempting to contact Bronze Star Moving to address any concerns about the price adjustment. It was only after the bill of lading was signed and the truck loaded that you reached out to us to voice your complaint. During that conversation, you also acknowledged that you had additional items, contradicting the claim of a bad faith contract.

  Your assertions of fraudulent behavior are wholly without merit. The claim that Bronze Star Moving engaged in deceptive practices is not only baseless but demonstrably false. The contractual obligation was fully met by coordinating your move with a licensed carrier, and the agreed-upon broker fee is non-refundable once services have been rendered.

  We trust this clarifies the situation and refutes the allegations of impropriety. If you have further questions or require additional information, we remain available to discuss this matter further.
  

  Sincerely,

  Bronze Star Moving and Storage

  Customer Answer

  Date: 10/25/2024

   
  Complaint: 22471919
  
  I am rejecting this response because:
  
  First, prior to the delivery date, several discussions took place to reiterate the delivery date and payment method.  Again, not once did your representative explain that the carrier may increase the price..not one inkling of a mention.  I was led to believe that I was to pay $950.00 in cash that day and $950.00 on day of delivery at my house.  Now why is that?

  Second, again I was under duress due to the mention of a price increase.  I thought that if I called you, there was a possibility the carrier may have canceled the move altogether and my items would have remained in the unit, resulting in me traveling back to ********** with no progress.  That would have cost me more money.

  Finally, the phone conversation just now, has caused me mental anguish.  I deliberately did not answer your previous phone calls today because I assumed the conversation would only intensify the situationand I was right.  Your representative tried to intimidate me by stating he did not appreciate me describing the whole transaction as fraudulent.  He was unapologetic and his tone was fraught with anger.  

  Therefore, I stand by my words and assertion that Bronze Star made a bad faith contract, as their expertise in pricing, should have known that $2,900.00 was not the fair market price.

  Please note, as stated, if a discount is provided, please give to the carrier as he is going to lose money on this deal.

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

  Business Response

  Date: 10/29/2024

  Dear ******,

  Please find attached images of the Binding Moving Estimate that you reviewed, signed, and agreed to. The matters youve raised are comprehensively addressed in the terms and conditions to which you consented.
  

  Throughout our interactions, you acknowledged on multiple occasions that there was additional furniture and boxes beyond the original estimate. Your decision not to contact us on the day of the move due to concerns that the movers might leave is not considered a reasonable justification. Our protocol requires customers to call and inform us of any discrepancies in pricing, which is clearly communicated.
  

  While I understand that you may have felt pressured on the day of the move, it is important to note that you nonetheless accepted the revised estimate and completed the payment to the motor carrier.
  

  Your request to allocate the reservation payment toward the motor carrier fees is not feasible, as the reservation payment serves a different purpose. If you anticipate any issues in paying the motor carrier upon delivery, it is imperative that you communicate this in advance either to us or directly to the motor carrier.
  

  Sincerely,

  Bronze Star Moving and Storage

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22471919
  
  I am rejecting this response because:
  
  On the occasions that I interacted with Bronze and stated there may have extra items, Bronze Star never told me there will be an increase in price.  
  

  However, In order to retrieve my items at that point, the best course of action was to sign a contract with the carrier.)

  at this point, I have honored the contract with the carrier.
  

  However, yesterday I received a text from Bronze  asking that we discuss this complaint further.  In fact, until I contact them, my items will not be shipped.  That is blatant retaliation as I do not wish to discuss this matter further.  I have already paid the carrier $5,228.00 and now they will no longer respond to my request for an ***, because they declare I should have made the complaint to them and not Bronze Star.

  At this  point, I dont know where my items are or who is maintaining them.  What I do know, is that both companies are not responding to my request of delivery, after which I am honoring the contract.

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

  Customer Answer

  Date: 10/30/2024

  Please remove this complaint.  Although the complaint was made in good faith and I believe then as I do now, Bronze Star made a bad faith contract, I do not wish to file this complaint.

• Initial Complaint

  Date:09/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid this company $1,200.00 on 9/24/24 to and $800.00 on 9/23/24- in total $2,000.00, to begin a moving service and unfortunately I wasn't able to move because of landlord issues. I contacted the company to inform of change and requested a refund and a *** from the company told me they were not going to issue a refund because the money was already paid out to the movers, and because they made 'adjustments' to get me scheduled. The *** told me 'go on and fight it, it's not going to be easy', instead we can hold on to reschedule the move another day. I simply want a refund and was refused. Services were not rendered and they want to took my money.

  Business Response

  Date: 10/02/2024

  Dear Mr. Sealey,
  

  We acknowledge receipt of your recent correspondence and regret that your experience has not met your expectations. After a thorough review of the facts surrounding your request, we wish to clarify our position.
  You initially contracted with Bronze Star Moving and Storage on September 19, 2024, to coordinate your move, at which point you agreed to the terms and conditions of the Binding Moving Estimate, including our cancellation policy. Specifically, this policy provides a 72-hour window from the date of booking to cancel without penalty. Your email requesting cancellation was received on September 24, 2024, outside of this allowable period. By that time, a motor carrier had already been assigned, and resources were allocated in preparation for your move.
  

  It is important to note that Bronze Star Moving and Storage, acting in its capacity as a broker, fulfilled its contractual obligations by coordinating the services necessary for your move. As such, we have rendered the services outlined in the agreement.
  

  When we spoke on September 24, 2024, following your request to cancel, you initially opted to place your move on hold rather than cancel outright. Only later that day did you express a final decision to cancel the service. This sequence of events, particularly the change in direction after the scheduling had been adjusted, placed undue strain on our motor carrier and operational resources.
  

  While we regret any inconvenience this may have caused, we must respectfully adhere to the terms of the agreement. As per the policy you agreed to, the non-refundable deposit applies once services have been rendered, even if the move itself did not proceed as scheduled.
  

  We are, however, still willing to reschedule your move at a future date, should you choose to proceed with our services.
  

  We hope this provides clarity on the matter. Please feel free to contact us if you wish to discuss rescheduling or have any further questions.
  

  Sincerely,
  

  Bronze Star Moving and Storage