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:11/28/2023
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.
Quote from Bronze Star was slightly under 6k - the day they came to pick up my stuff, the carrier charged me a total of $9,958 in which we had no choice but to accept as this is a long distance. move. They picked up our stuff on November 17th and on the order form provided the delivery date is November 21st - I called Bronze Star on the 24th and they said the carrier changed the delivery date to 11/28 and today is 11/28 and no one can give me an answer as to whether or not my stuff would be delivered today. Bronze organizes the move however does not hold their carriers responsible when they drop the ball. We had to spend thanksgiving in an empty apartment because the movers never came.
Business Response
Date: 11/28/2023
Hello *******,

We sincerely apologize for any confusion regarding your recent move. We'd like to address your concerns regarding the increase in the price of services and the delivery timeline. You received a binding moving estimate for the items you listed on the estimate and the services you requested to be performed. Regarding the price adjustment, the initial binding estimate provided was based on the items listed and the services requested by you. However, during the loading process, additional items were added by you at loading, necessitating an adjustment to the estimated cost. According to regulations set forth by the US ********** of *************** carriers are mandated to revise the written binding estimate to reflect any new items or services before loading them onto the truck. You were presented with the revised estimate for the additional items and services, which you agreed to and signed. You do always have the option to revert back to the original estimate you received and not take the additional items along on the move. However, you agreed to add at the price you were given and signed for the new price based on the additional items and services.

Regarding the delivery timeline, in long-distance moves, items are often consolidated on a semi-truck with other families' belongings heading in the same direction. As your shipment did not fill the entire truck, the carrier needed to optimize space efficiency to avoid unnecessary gaps. Your move covered approximately ***** miles, and our estimated delivery time range, which you acknowledged and agreed to in the signed estimate, was between 5 to 20 business days, excluding weekends and holidays. We do understand that delays beyond the expected delivery window can be frustrating, and unforeseen factors such as weather, traffic, or compliance with safety regulations for drivers can affect the timeline.

This is under the section of the estimate you signed Delivery ETA Schedule:

Delivery ETA Schedule:

***** miles: **** business days.

501-1000 miles: **** business days.

1001-1500 miles: **** business days.

1501-2000 miles: **** business days.

2001-3300 miles: **** business days.

Maximum: 31 business days (excluding weekends and holidays)
For long-distance moves, it can take anywhere from a couple of days to several weeks for your belongings to arrive. If youre just moving to a neighboring state, it should only take a few days. But, it all depends on your personal situation and the movers youve hired. We acknowledge that the delivery process can be affected by various unforeseen circumstances, especially during seasons like Winter/Fall when weather conditions and reduced daylight hours can impact transit times. We aim to be transparent with our clients by outlining the estimated delivery window in the initial estimate. Unless an exact delivery date is paid for, these estimations might change due to factors beyond our control.

We genuinely appreciate your patience and understanding in this matter. We strive to provide the best service possible and regret any inconvenience caused during your move. I have included the *** of your moving estimate that has all the terms and conditions inside for you to review as well.

Thank you for choosing Bronze Star Moving and Storage. Your business is valued, and we hope to address any further concerns you may have.

Sincerely,

***********************
Bronze Star Moving and Storage
Business Response
Date: 11/28/2023
Hello *******,

We sincerely apologize for any confusion regarding your recent move. We`d like to address your concerns regarding the increase in the price of services and the delivery timeline. You received a binding moving estimate for the items you listed on the estimate and the services you requested to be performed. Regarding the price adjustment, the initial binding estimate provided was based on the items listed and the services requested by you. However, during the loading process, additional items were added by you at loading, necessitating an adjustment to the estimated cost. According to regulations set forth by the US ********** of *************** carriers are mandated to revise the written binding estimate to reflect any new items or services before loading them onto the truck. You were presented with the revised estimate for the additional items and services, which you agreed to and signed. You do always have the option to revert back to the original estimate you received and not take the additional items along on the move. However, you agreed to add at the price you were given and signed for the new price based on the additional items and services.

Regarding the delivery timeline, in long-distance moves, items are often consolidated on a semi-truck with other families` belongings heading in the same direction. As your shipment did not fill the entire truck, the carrier needed to optimize space efficiency to avoid unnecessary gaps. Your move covered approximately ***** miles, and our estimated delivery time range, which you acknowledged and agreed to in the signed estimate, was between 5 to 20 business days, excluding weekends and holidays. We do understand that delays beyond the expected delivery window can be frustrating, and unforeseen factors such as weather, traffic, or compliance with safety regulations for drivers can affect the timeline.

This is under the section of the estimate you signed Delivery ETA Schedule:

Delivery ETA Schedule:

0-500 miles: **** business days.

501-1000 miles: **** business days.

1001-1500 miles: **** business days.

1501-2000 miles: **** business days.

2001-3300 miles: **** business days.

Maximum: 31 business days (excluding weekends and holidays)
For long-distance moves, it can take anywhere from a couple of days to several weeks for your belongings to arrive. If youre just moving to a neighboring state, it should only take a few days. But, it all depends on your personal situation and the movers youve hired. We acknowledge that the delivery process can be affected by various unforeseen circumstances, especially during seasons like Winter/Fall when weather conditions and reduced daylight hours can impact transit times. We aim to be transparent with our clients by outlining the estimated delivery window in the initial estimate. Unless an exact delivery date is paid for, these estimations might change due to factors beyond our control.

We genuinely appreciate your patience and understanding in this matter. We strive to provide the best service possible and regret any inconvenience caused during your move.

Thank you for choosing Bronze Star Moving and Storage. Your business is valued, and we hope to address any further concerns you may have.

Sincerely,

***********************
Bronze Star Moving and Storage
Initial Complaint
Date:11/14/2023
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 Star Moving and Storage contacted me on 11/10 as I was looking for a quote for a full move of my house on 11/30. I first talked to ***************************, I explained to him that I was needed the move to be well below the $5k **** and he took my inventory. After he gave me a quote he then transferred me to ***************************** and he told me that he just so happened to have a family in my area cancel for move on the same days I was looking to move. I was a little hesitant with how fast he was trying to move through the process but told me "You should really lock this in now to get the lower rate" I had expressed to *** that I was still concerned with the price and would to check out the quote more and crunch the numbers and also expressed concern about the reason for my move falling through and asked specifically "Before I sign anything I want to make sure that there would be no penalties if I was to cancel." I also told him that is was hard to read everything since I was having to do it all on my phone, but he told me "Don't worry about cancelling, if you really need to we can also rescheduled the move, just sign and we can lock in the price."Weekend happened, I had a look at the inventory of my house and also other financial issues, I decided I needed to cancel. I emailed and was told, "With the holidays coming up there are less business days, so the day *** signed you up, you automatically fell into our no refund period on the deposit."So even with telling *** my concerns with cancelling and having trouble reading on my phone, he made no indication that as soon I signed, I was locked in.They have given me options of just selling my stuff so the move isn't so expensive and are very quick to say "Don't bother disputing the charges, you'll just lose." they are also just trying to get me to take $600 and walk away, that's the most they would give me back.They have predatory business practices and I'm not the first person they have done this to.
Business Response
Date: 11/17/2023
Hello *******,

Thank you for taking the time to express your concerns. We understand your dissatisfaction and wish to clarify some points. As per our agreement, moves scheduled within 14 business days from the deposit date are non-refundable. This condition is explicitly stated in the estimate, which you acknowledged by electronically signing. We have also explained to you why you cannot receive a refund. Your job was already dispatched, and the job acceptance form was signed off by your assigned carrier.
As you are aware we follow guidelines set forth by the *******************************. We have responded to your emails, calls, and reviews. We provided you a binding estimate. Later finding out you wanted to move not 1 but 2 cars by auto transport at no additional cost to you whatsoever. You decided to tell us this after you reserved the house hold goods move. We explained in detail that was not possible as you must pay for auto transport on and it entails a second truck arriving for loading of the two cars it is a separate quote all together. You said that you cannot afford this move due to your work paying and giving you a set amount. We spent countless days and hours to find a solution that would work for you. We made every effort to find solutions, including offering a reduction in items to cut down the overall cost, which you declined.
You explained you felt pressured however normal families are suggested to schedule moves 4-6 weeks in advance due to planning and coordinating the interstate long distance move. You waited under 14 business days. The pressure was already on you for waiting last minute to find movers. You were in no way forced to sign and because you had waited last minute to find movers your price was likely to increase because much like airline tickets the closer you wait to the date you need to fly the lower the availability and the more the price is.
This is in no way deceptive because we have to follow the guidelines of the ****** and we dont get to make prices up. Your price per cubic ft is set in the system we do not get to change this. It is based on the size of the move, the distance the move is traveling, and services ordered such as auto transport of cars would be a separate quote given to you separate from the household move. Meaning a totally separate car carrier would have to quote you for the auto and send you a quote just for the vehicle because a separate auto shipper handles the auto. That company has a different name completely and is licensed through the ****** for auto shipping. We strictly do household goods moves however are happy to assist clients that want to ship cars with the move.
You said you were told you could cancel verbally; however, you never requested a clause be added to the overriding the cancel policy you signed for 3 times.. because it was never said. You read your terms on all the 3 documents you filled out each one clearly stating no refund. We find these claims made are untrue and because you are not happy with the outcome of a refund you are turning towards reviews. However, we need to ensure that both sides of the situation are heard. We also need to remind you that multiple solutions were suggested and that you refused all options.
We regret any confusion but assure you that our practices align with the agreements you signed, which outlined the services and terms explicitly. Your assigned carrier and crew were ready for the scheduled move, and services were prepared accordingly.
We respect your opinion and regret that we couldn't meet your expectations despite our efforts to provide multiple solutions within the agreed-upon framework.

Best regards,
Bronze Star Moving and Storage

Terms in actual estimate:

ACCEPTANCE OF TERMS
In signing this agreement, I, the Customer, agree and affirm to be true that Bronze Star Moving and Storage has provided a dated copy of the estimate and charges at the time I signed the agreement. Bronze Star Moving and Storage has provided me with notification of the methods of payment required to pay the Motor Carrier for balances due which are always certified funds unless signed preapproval has been received. All costs and charges are clearly indicated on this estimate, and the charges represented on this estimate are only for the services and inventory specifically indicated on this estimate. Bronze Star Moving and Storage sales representative verbally confirmed their role as a Moving Broker/Coordinator to me over the phone prior to placing this reservation.
11/10/2023 Signed your binding moving estimate that shows the date time and terms for cancel right at the signature:

Electronic Signature:
I hereby confirm my signature on the following document: Thank You for choosing Bronze Star Moving and Storage (Broker). This is your cancellation policy after 72 hours your deposit is non-refundable. If you do cancel in your 72 hour window a 15% cancellation fee will be processed due to processing and bank fees. If customer books their move within fourteen (14) business days of the pick-up date, the 72 hour window is null and void. Any cancellation shall be made in writing to ************************************************************* Any questions please call **************. Thank you for choosing Bronze Star Moving and Storage
Customer Answer
Date: 11/17/2023

Complaint: 20871231

I am rejecting this response because: That is a false claim to say that I was looking for 2 vehicles transported at no cost, I stated that I would be driving one vehicle and possibly look for transportation for the other but was not a necessity.
I tried asking for multiple different solutions like diverting the money I paid for simpler moving services as just loading or paying only for car transportation to which you had told me no. You claim to provide multiple solutions but the only solution I was told was to sell a good portion of my stuff so the move would be cheaper.
You claim that the urgency was on me for the proximity of my moving date that your company had contacted me, even though I stated multiple times I was just looking for a quote. You know that my complaint is in the deception in which your employee had told me not to worry when I expressed my concerns with making sure I could cancel. Your company had even told me that on my file the was a note that I expressed this concern and that is there was proof that this conversation happened, but of course you also stated that you do not record your phone calls so there is no way to prove this, I sure as a way to allow acts like this to happen with no repercussion.

Sincerely,

******* Del ******
Business Response
Date: 11/18/2023
dear BBB,
We have offered many different options to reduce the price he agreed to prior to paying a deposit less then 14 days before loading. We can place this move on hold, we can reduce the size of the inventory, he can utilize storage between pickup and delivery and defer the last payment until drop off, or we would be happy to refund $600.00 of his reservation deposit back to him.
Thanks,
Bronze Dtar Moving and Storage
Business Response
Date: 11/22/2023
Dear *******,
we are sorry you disagree with the terms and conditions we did in fact try to come to a resolution on this matter however you reject all solutions and we are unable to resolve this issue with you.
wr value your feedback greatly however this situation has been based on things that have no bearing on what you agreed to. We have attorneys write this so neither ourselves or clients can change terms after agreeing to this. We did fulfill services in full based on the terms and we have provided you with all documentation copys to review.
If you should need further assistance please contact customer service. We wish you the best of luck.
take care!
Sincerely,
bronze Star Moving and Storage
Customer Answer
Date: 11/22/2023

Complaint: 20871231

Could you provide me proof for the claims you have made on here and also made to me over the phone?
Can you provide proof of the solutions that you claim to have given me to resolve this issue?
Can you prove when your "services" were completed? Were they completed before I requested cancellation?
It was told me many times be different employees that nothing could be done because my name was already put on a truck. Can you provide proof that this was done and was it done before I asked for cancellation?
When I also requested to use my deposit only loading services of a truck instead of the whole move, again I was told by *** that wasn't possible because you're only brokers and your company find carriers to provide full service moves. I have found multiple responses to other complaints on other website stating that you are in fact both carriers and brokers, I have provided a screenshot of just one of these responses. I would like to know if this is a true claim or did I misunderstand what *** was telling on why your company couldn't help me out in this way?

Sincerely,

******* Del ******
Initial Complaint
Date:09/06/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Refund has not been issued as prescribed by law
Customer Answer
Date: 09/20/2023
You can close the complaint. Dispute was resolved
Business Response
Date: 09/22/2023
Hello,
this client has marked this review as resolved. The client changed his billing address on his original bank card 2 attempts to refund were made. When the client updated with the new billing address, he said his house did sell he is under contract and wished to schedule dates for loading now.
this was resolved by the client and us. The client is unable to remove the complaint but has marked it as resolved because he is now moving and is not needing a refund.
Thank-you,
bronze Star Moving and Storage
Initial Complaint
Date:08/08/2023
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 hired bronze star moving in order to move from ****** to ********. They quoted me $3500 roughly. I chose to do this option because I have a broken tail bone and didn't want to lift heavy things. They had a completely different moving company come out to pick up the furniture. They loaded my stuff including stuff I told them not to take. They then locked the truck and told me I have to pay an extra $2868. I was not given the option for them to take out all the stuff that was not supposed to go and was not in their inventory list. They then moved everything from that truck to a semi. The guy who was supposed to deliver my stuff called and said he would be at my new address in ten minutes. I then got a call about 15 minutes later claiming he could not go under a bridge and he moved my stuff to a uhaul and I would have to pay another $996. I told him I'm not paying that and asked how he was able to rent and load a uhaul within 15 minutes. He avoided my questions and said he is going to leave and take off with my stuff. I told him I will rent a uhaul and put my stuff in it. I met him at the uhaul place and he had two people with him. They told me he contacted them on ********** almost a week ago for help to move my stuff into this uhaul. So he had it planned to scam me from the get go. Also the delivery driver does not have a driver's license he himself told me the guy he hired from ********** had to be added as an authorized driver. The entire process left me broke and stressed. On top of it my step ladder is missing. My brand new TV is broken. My safe is scraped up. My brand new coffee table and end tables are scratched up.
Business Response
Date: 08/09/2023
Dear ******,

We are genuinely sorry to learn of your dissatisfaction with your long-distance move. We are committed to addressing each of your concerns thoroughly and professionally. However, after conducting a detailed review of the claims made, we must clarify certain inaccuracies in the events that transpired.
Firstly, we want to clarify that your driver embarked on a cross-country journey of **** miles from ****** to ********, utilizing a semi-tractor trailer for the transportation of your items. Our drivers hold CDL class A licenses, adhering rigorously to the regulations established by the ****** *********** of **************** It's important to note that your carrier did not load all your belongings and immediately seal the trailer. We possess a signed copy of the Bill ** Lading from the loading phase, which indicates your acknowledgment and agreement to the revised estimate during loading.We wish to emphasize that we provide a Binding Moving Estimate to all our customers. This binding estimate is applicable exclusively to the services enlisted in your order and the corresponding inventory. It clearly outlines the space allocated for the items on the truck. During the initial walk-through for loading, any adjustments to the estimate are in accordance with legal requirements. This revised estimate is essential to ensure transparency regarding the cost before the loading process commences. In your specific case, you increased the shipment's size by introducing additional items that were not initially listed in the estimate. You also signed your bill of lading and agreed to the terms and price prior to loading in accordance with the law.

Understanding Your Estimate:
The terms and conditions of your estimate are explicitly stated to clarify the binding nature of the estimate. It underscores that any addition to inventory or services will lead to a revised estimate. We encourage ensuring that all items intended for relocation are listed in the articles list and that any required additional services are clearly indicated in the estimate. This document is binding only for the specific services and items mentioned herein. Any deviation from these services necessitates the issuance of a new estimate, contingent upon the execution of a revised written visual estimate before the services are performed.

Revised Written Estimates:
In instances where the shipper provides more property or alters the initial order before or on the day of scheduled pickup, two options are available. The carrier can either proceed with the additional property, in which case the shipper would pay 10% more than the initial estimate on a non-binding basis, or 100% of the binding estimate with the remaining balance billed after a 30-day deferment. Alternatively, a Revised/Rescission document may be executed between the carrier and the shipper PRIOR TO LOADING OR OTHERWISE BEGINNING THE **** This revised written estimate, given before loading, stands as the sole active estimate for calculating charges.

We understand that moving can be an emotionally taxing experience. However, the charges you approved were determined before any items were loaded onto the truck. In cases where a shipment doesn't occupy the full capacity of a semi-tractor trailer for a ****-mile journey, consolidation is essential to optimize the use of resources. Our drivers, being CDL Class A, adhere to distinct laws that govern their operations, often differing from standard drivers.
The shuttle fee, mentioned in your estimate terms and conditions, accounts for the additional labor involved in shuttling items between vehicles for delivery. Your driver's meticulous attention ensured you were only charged the exact cost incurred. We'd like to highlight that this process is demanding and involves renting a smaller truck, unloading, transporting, reassembling, and staging items.
We must acknowledge the support you received from our **************** during the entire process, providing explanations and addressing concerns. It's important to remember that local regulations and logistics determined the feasibility of maneuvering a semi-trailer in a residential setting, which was confirmed by law enforcement during the delivery. You also contact law enforcement who also explained this to you and found no criminal wrongdoing whatsoever by the carrier.
While we empathize with your frustration, we want to emphasize that no action on our part or the movers' indicated any form of scam. Our intention has always been to ensure transparency and customer satisfaction. Regrettably, our efforts to communicate these circumstances were hindered by the escalation of emotions.
We are unsure of the specific resolution you seek in this complaint. If you have further inquiries or require clarification, please don't hesitate to contact us.

Sincerely,
***********************
Bronze Star Moving and Storage
Customer Answer
Date: 08/09/2023

Complaint: 20442707

I am rejecting this response because:
I was forced to sign the document they are speaking of before everything was loaded. And the delivery driver most definitely did not have a license. He said he didn't and the people he hired from ********** confirmed because they had to be the authorized driver since he did not posses a license. Everything you are saying is a ********************. I have told the entire truth of the events that took place.

Sincerely,

***************************
Business Response
Date: 08/16/2023
Hell ******,
you were in now way shap or form forced to sign any documents. In order for the movers to load your items however per DOT compliance requirements you do have to agree to the new updated price for all additional services added. In your estimate you are given the contact number for dispatch and you are encouraged to contact the office to have any of your billing questions answered and addressed. We also can re-dispatch to a completely different carrier totally if you didnt wish to move forward with the new estimate. We do not charge to re-dispatch if we are at fault or if the charges were not validated or correct. So you may reject my answer however this is explained in bold print to contact before signing any paperwork or if any excessive increases or charges are revised. You did not call you signed the paperwork agreeing with the revised estimate provided at loading and allowed them to proceed with the move. This is exactly what it states in the estimate:
VERY IMPORTANT - IF YOU ADD ***** AT PICK-UP OR IF THE ***** ARE A DIFFERENT VOLUME AND/OR WEIGHT FROM WHAT IS ESTIMATED ON THIS AGREEMENT:
1. The mover must provide you with a revised estimate.
2. Contact our office at ************** so that we may assist you with any revisions.
3. 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.
4. If you have not signed the mover's revised estimate, and the mover loads the truck, then federal regulation requires that the mover has reaffirmed the original estimate and cannot demand additional payment at delivery for the additional items.
This is why we ask you to notify us of modifications at least 3 business days before the scheduled pick-up date, to avoid surprises at pick-up! On the day of pick-up, your ******* may offer you a new revised estimate listing all costs for the entire move including the additional services ordered or additional items to be moved, if any. The total price will be the same as the price listed on this estimate if your inventory's estimated weight/volume has not changed and if you do not require additional services. If your inventory's estimated weight/volume increases or if you require additional services, however, then your price may change based on the rate per pound and/or cubic feet stated in this estimate.

you in no way had no other choice but to sign. It was not forced it was a educated decision you made and were aware and agreed to these additional costs.
thanks,
***********************
Initial Complaint
Date:07/30/2023
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 start moving and storage was hired to move my home for a second time this year. On 6/18 one day after they had scheduled to pack my items on the truck the one driver got to my home at 6:30pm worked about until about 11:30pm alone for my one bedroom with the living room opens already on the garage. I was charged additional fees for stairs which were covered previously and included in my contact, the driver decided on his own to place my nightstands in boxes and I was charged an additional +$500 that night and told Id pay another +$400 on the drop off. This was upsetting as I had less this move but that was fine. I called numerous times before my scheduled drop off to see when my items would come, customer service said theyd call back a few days later I called again, told someone would call me back they didnt. I called again someone capped me back to state I now have to post an additional fee for a shuttle service of +$500. The driver had called me to confirm that I still need to pay yet another fee. I called customer service again and I was met with a snappy attitude and told oh well, I dont know what you want me to do. The move that was supposed to be $2700 is turning into +$4200 and they sets doing it because they can or no one will complain. People can go to other places but choose the best value, at this point they are the most expensive place I could have chosen but they lied to get the service and the custody is stuck with theirs untruths financially.
Business Response
Date: 07/31/2023

Dear *****,

I'm sorry to hear about your experience with your second move. The first flight of stairs up to the first landing is indeed complimentary, but additional flights incur a fee of $75.00 per flight. We had some unforeseen staffing issues on the day of your move, which caused delays.

Regarding the extra charges for placing nightstands in boxes, it seems there was a miscommunication, and we apologize for that. The movers cannot give free packing those materials are at cost and the only thing that is free is moving pads and packing tape to pad wrap with moving blankets standard furniture. If you ordered additional packing to be performed by the mover at loading they have to charge you for materials such as the boxes they used, and the labor of special packing those items. We understand that the total cost of the move is higher than expected, and we want to address your concerns. If you have elevator access at the delivery location, there should not be any stair fees at the drop-off. However, it appears that your move involves four flights of stairs, which is physically demanding and leads to additional charges that are standard across moving companies. All these charges are outlined in your estimate, showing pricing upfront. If you believe any charges were inaccurate, our customer service can review the bill of lading you signed with the driver during loading. We give what is called a binding moving estimate. The reason I believe the first move went successfully was because you did not add services to be added to the estimate the the time of loading. In you estimate terms it states:
By signing this Binding Estimate for Services, customer is acknowledging and agreeing to the following:
This BINDING estimate is based upon the specific list of items to be moved and services ordered as listed on the estimate. If the inventory is correct, remains unchanged, and the services to be performed do not change, then the estimated cost will remain the same. However, if additional inventory is added or if extra services are added, then the estimated cost will change. Make sure everything you are planning to move is listed on your articles list. If additional services are needed make sure they are listed on this estimate. Additional services included, but are not limited to, packing, storage, long carry, shuttle, stairs fees and expedited delivery. This document is an estimate only; it is only binding for the specific services and items listed here within; any deviation of the services listed and ordered will result in a new estimate being issued. In such cases, a revised written visual estimate must be executed prior to any services being performed.
Exact Terms In Your ********************************* Services and Additional Fees (if applicable to the move): It is customary for the carrier to offer additional service options to the customer. Optional services include, but are not limited to, storage, packing, materials, unpacking, appliance servicing, shuttle, long carry, rigging hoisting and lowering, wooden crating, exclusive use of vehicle, guaranteed delivery, etc. If customer orders an additional service or an additional service is required to complete the move then the charge for the service will be added to the final bill. Optional *********** post contract services not included in your estimate include:
First flight of stairs up to the first landing included. Additional fee for flights of stairs above the first landing. The stair fee starts at a $75.00 fee. No charge for internal stairs in a private residence.
Long carry: First 75 feet are included, each additional 75 feet will be charged at a of $75.00 per 75 feet.
Shuttle service: if a semi-trailer cannot get reasonably close to the building or house for unloading/delivery, a shuttle truck *** be required to perform relocation at a minimum charge of $300.00. No charge for shuttle at loading.
Packing of fragile/delicate items (such as TVs, glass, etc.); packing and crating services not already listed within proposal; loading of bulky items such as a motorcycle.
Storage: First 30 days are free any additional storage will be $0.50 per cubic foot ($300 minimum). Storage must be added prior to pickup.
No plastic bags i.e. garbage/garment etc. will be allowed on the truck. All furniture must be emptied of all clothes, linens, papers etc. This includes all dressers, wardrobe hutches, etc. All fragile items must be packed into boxes. No cleaning supplies, flammable materials.
No live ammunition should be in shipment or in safes. All medication and important documents should be taken with shipper. No live plant, or animals.
For full packing service: All labor and materials to professionally pack all boxes, fragile items, and furniture listed. If additional items are added at time of pick up, then the total price for full service packing will be increased and adjusted by the guaranteed rate provided. A new agreement will be presented at time of pick up

Your first move *** have gone smoothly due to the slower season, the **************** ordered by you up front, and ample crew members available to load. However now is considered peak season, we face challenges beyond our control. However, we strive to avoid unnecessary price increases. I have customer service reviewing your file now and we are able to offer a discount refund for the fact only one movers was available for the loading. We are willing to review the billing and remove any fees that were not applicable to your situation with the stairs. Our customer service representatives, ***** and ******, have been in contact with you to address your needs and questions.
We hope you reconsider your review, and we are committed to resolving this matter to your satisfaction.

Thank you.
Bronze Star Moving
And Storage
Initial Complaint
Date:07/17/2023
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.
I contracted with them on July 3rd to move our household goods for ****. Dollars. Paid **** down dow payment. Price was based on 995 cu ft on the Binding Estimate. On Friday July 14th they called and increased the cu ft to **** and the price to $8,200.00. After some discussion they came down to a little over $7,000. I refused and requested a refund of my deposit of $****. They responded that the truck had been reserved and they would not refund the money. They claim the additional cu ft added was due our change in inventory. In fact their Rep used Zillow to view our home room by room as early as July 3rd per the contract I signed believing it was for the $4,200 price. The contract shows **** cu ft and is dated the same date as the Binding estimate for $4,200. This is clearly a Bait and Switch Scam. I want my deposit back. I've made other arrangements for my move.
Business Response
Date: 07/17/2023
Hello ******,

I'm sorry to hear about the issues you've experienced with your move. Based on the information you provided, it seems there was a discrepancy regarding the cubic footage and price of the move. According to our records, our representative **** reviewed the services and inventory with you before the move. It appears that you made significant changes to the items being moved, resulting in an increase in cubic footage from 995 to ****. That is a big increase in the size volume of the move.
Our company follows a binding estimate policy, which means that the price per cubic foot remains fixed based on the original estimate you signed. Any changes in inventory or added services can affect the estimated cost. We did offer you the option to revert back to your original estimate and maintain the same price, but you declined.We have no further resolution as our options were limited only a few days from the pick up. You were well outside of your cancellation policy window for a refund as stated in the estimate 2 times and again when you type your name in. We cannot refund the deposit and that was also explained to you in an email by myself and in your terms on the estimate you received. Under the section Understanding your estimate it reads: Understanding Your Estimate:By signing this Binding Estimate for Services, customer is acknowledging and agreeing to the following:This BINDING estimate is based upon the specific list of items to be moved and services ordered as listed on the estimate. If the inventory is correct, remains unchanged, and the services to be performed do not change, then the estimated cost will remain the same. However, if additional inventory is added or if extra services are added, then the estimated cost will change. Make sure everything you are planning to move is listed on your articles list. If additional services are needed make sure they are listed on this estimate. Additional services included, but are not limited to, packing, storage, long carry, shuttle, stairs fees and expedited delivery. This document is an estimate only; it is only binding for the specific services and items listed here within; any deviation of the services listed and ordered will result in a new estimate being issued. In such cases, a revised written visual estimate must be executed prior to any services being performed.
We offer the option for you to keep the price the same but you would not be able to add these items to the quote and not be charged for it. When you give us an inventory the furniture is already pre-registered in the system. So when you add a dining room chair it will add 5 cubic ft of inventory volume. We do not control the table for cubic footage as its pre-measured and weighed by the granot software we use. We also offered to reschedule the move for a later time for you if you needed to wait at no additional cost. Your truck, crew, and materials are reserved 72 hours after signing the estimate with the exact date of loading chosen. We give our clients 3 days to recede their decision after the first estimate is signed and the deposit is paid. If there is a specialty cause of death in the family, in certain cases, billing will make exceptions, however, you are out of your refund window, all of this was already explained to you and you are ineligible to receive a refund due to the fact your truck was already assigned. You are made aware of that when signing the estimate and again when you submitted the email to cancle I already responded to your request and replied 10 mins later letting you know this. I also gave you alternative options in which you declined as well. I will be submitting email correspondence and the estimates with inventory to show the BBB of why your price increased, this is justified. We cannot refund. Also in your signed estimate it states this twice: CANCELLATION POLICY
I, the Customer, agree that due to scheduling and routing reasons, my broker fee is not refundable, unless I notify Bronze Star Moving and Storage in writing within 72 hours after booking at ************************************************************ of my intent to cancel the estimate. All cancellation requests must be sent to ************************************************************ within 72 hours of making payment. Should this agreement be cancelled by you after 72 hours and/or a carrier is assigned to your move, all services on behalf of Bronze Star Moving and Storage will be considered services rendered and there will be NO REFUND for our fee. If the move is cancelled within 72 hours of paying our broker fee, Bronze Star Moving and Storage will keep 15% of the broker fee for processing fees. All refund requests are approved or denied every second or ************* of the month. If the refund is approved then the customer must electronically sign our refund agreement in order to qualify for the refund. Refunds are payable within 30 business days post signing the REFUND AGREEMENT. If your first available pickup date is within fourteen (14) business days of the date of paying your broker fee, and you elect to cancel, a refund of your fee is not permissible unless authorized by management. If customer books their move within fourteen (14) business days of the pick-up date, the 72 hour window is null and void. All date change requests must be made in writing within seven (7) business days prior to the pick-up/packing date. Failure to request a change within this time frame will result in an additional broker fee of a $750.00 rescheduling fee. If the change is made within 72 hours from move date fee might be higher. If the customer would like to put their service on hold, the deposit may be used as credit, and the service can be held for a total of 12 months from the date of booking. All broker fees will show on the billing cycle under BRONZE STAR MOVING. By signing this agreement, the customer acknowledges that filing a chargeback/dispute of charges will result in a forfeiture of the broker fee. In the event a dispute arises between Bronze Star Moving and Storage and the customer; the customer is subject to financial responsibility for the associated merchant and bank fees. As well as, satisfying any outstanding balance before the commencement of their move. By signing this estimate you are agreeing to the statements within.
Additionally, we cannot issue a refund for the deposit as your truck, crew, and materials were already assigned for the scheduled move. Our cancellation policy was clearly outlined in the estimate, which you acknowledged when signing. We also offered alternative options, including rescheduling the move at no additional cost or excluding the additional items from the quote.I understand your frustration, but we believe the price increase is justified given the significant increase in inventory size. I will submit our email correspondence and the estimates with inventory to the Better Business Bureau (BBB) to address your concerns.
We apologize for any inconvenience we did attempt to resolve and offer alternative options as you declined all of them through email.
Sincerely,
****** Bushard
Billing Specialist
Initial Complaint
Date:07/03/2023
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 hired this company to assist me in a move out in December. I let them know when my lease was up in the timeframe that I needed to have everything and the house moved. They reassured me that they could do the job and took a deposit and the initial phone call when they quoted me. After taking a deposit, they change the quote to a larger amount and also let me know that they would not have a specific date as to when they could have my items deliver, even though, that was not the initial case when I was quoted first by employed name ******. This company changed their agreement with me several times and try to gaslight me to into making it seem as if it was my fault. I asked for a refund several times, and they refused to refund me. This company also planned to use a third-party mover to move my stuff into a storage unit that I was not aware of, so I did not want to have my belongings placed in the storage for what they said could be 21 days. They started to make excuses so that way they did not have to refund me. And I still have not received any of my money back since then. I left a review on their business page which they had deleted. I also never received their services and withheld the deposits after they lie to me about the services they could offer, and the dates that they were available to offer those services on. they try to have the manager intimidate me into choosing a refusal of service option so that way they could keep the refund because even though they offered to reschedule the move, they were also aware that I had a deadline for the move as well when quoting me and excepting my $700 deposit. So they knew that rescheduling was impossible. they also tried to lie and say that my home was not move-in ready because I had bags of items that was approved by employees at ***** star company. It was not until after I bagged up my items that I was told that I cannot use those bags and that I would have to re-pack everything.
Business Response
Date: 07/07/2023
Dear **************,

We received the email you sent to cancel the upcoming move. We gave you only 2 quote the two I am providing in the attachments on this response.

Hee below provided is the exact emails exchanged with Bronze Star Moving and ***************. *************** canceled her job at 1AM EST the morning of loading.
Per contract we have a extremely detailed cancellation restriction. If *************** would have cancelled well before the day of loading as you can see in all of our
reviews we refund. We do not hold deposits if no dates were selected or the client gives enough time prior we would have refunded. However the date for loading is today-tomorrow
that job was dispatched drivers were assigned and the crew the truck was already reserved. The client on 06/27/2023 by one of our senior representatives for the cubic ft amount of
530 cubic ft. Your inventory is at the bottom of the estimate and it shows the items going and services to be ordered and preformed

Relocation Details
Job No: G*******
Estimate Date: 06/27/2023
Representative: **********
Move Type: Residential Long Distance, 297 miles
Estimated Volume: 530 cf. (**** lbs)
Estimated Rate: $5.00 per cf
Move Day: Friday/Saturday
Requested Move Date: 07/07/2023-07/08/2023
Created On: 06/25/2023 Relocation Estimate
Basic Estimate Price $2,650.00
Fuel Surcharge: 12.00 % $318.00
Binding Moving Estimate $1000.00
DIY Discount - $848.00
Basic Valuation Protection:
$0.60 per lbs. per article
$0.00
Total Moving Estimate $3120.00
Customer Payment $1000.00
This was not done by *** or any representative. We sent you an email to fill out your own items and you submitted it yourself from your IP Address. You also signed for the same inventory sent. I included the two estimate given and the ones signed by the client. You may have spoken to multiple moving companies a lot of times people get multiple emails, calls,text and it can become confusing. All emails show that you entered the inventory self entry. When you receive a binding moving estimate it is only binding for the items your move and the space they take, and any services ordered like full-packing-extended storage, etc. Your price was based on that inventory and article list. You review the items going that you submitted and said that it was correct. You signed off right below the article list. On top of this you entered your own inventory and submitted the inventory.
Just so we are clear again this was not done by *** or any representative. We sent you an email to fill out your own items and you submitted it yourself from your IP Address. You also signed for the same inventory sent. I included the two estimate given and the ones signed by the client. You may have spoken to multiple moving companies a lot of times people get multiple emails, calls,text and it can become confusing. All emails show that you entered the inventory self entry. When you receive a binding moving estimate it is only binding for the items your move and the space they take, and any services ordered like full-packing-extended storage, etc. Your price was based on that inventory and article list you submitted. If you review your first signed estimate it was for 530 cubic ft. When you went back over that list you entered prior to loading you updated the list of items going and made adjustments to that list. Your cubic ft went from 530 cubic ft to a total of 837 cubic ft. Your price was updated accordingly to have the added inventory and space. When you received the update price of $4848.00 you got extremely upset. We offered to go back to the original list you submitted for the articles however you refused. You in text messages informed MIA you had received a quote from ****************** but was not impress with them You scheduled the move with ***. We do updates because a lot of times clients are not done packing, they may have gotten rid if furniture or need to add to the list. We do this to ensure you are always aware of the price. We do have in or network all text, emails, and calls recorded. You at no point were ever told that you your estimate from Bronze Star was for 800 cubic ft. You did say that is what colonial had you in at. However we informed you the list of items is the most important factor to price because as long as that list matched exactly of what was going you could not be charged anymore for the same items. You unfortunately added items and that is what increased your price. You did not send a cancel email until 1AM EST this morning where I myself responded to you. You were informed multiple times that if you candle on the first day of loading their is no way for us to refund we offered you to only take the original list you submitted and the price would remain the same, also I offered no charge to place your move on hold and schedule pickup for a different date. You still requested to cancel the move. I didn't even have time to let dispatch know and they were sending you follow up emails for loading and I saw you responded to them however refused to move forward with loading.
We are in exact guidelines and provided you an estimate based on the exact list of items that you manually entered yourself for the discount of entering your own inventory. Im sorry things can get confusing sometimes and it's stressful but you received a quote from colonial not Bronze Star your estimate was always in at 530 cf based on what you submitted. We try to always practice morals and have a lot of compassion. We unfortunately cannot refund the deposit as it was disbursed for gas, the truck, and crew. We will keep the deposit as paid however and if in 24 months you wish to move again we will allow it to carry over to the updated move.

In our estimate it explains exactly what a binding estimate is
Understanding Your Estimate
By signing this Binding Estimate for Services, customer is acknowledging and agreeing to the following:
This BINDING estimate is based upon the specific list of items to be moved and services ordered as listed on the estimate. If the inventory is correct, remains unchanged, and the services to be performed do not change, then the estimated cost will remain the same. However, if additional inventory is added or if extra services are added, then the estimated cost will change. Make sure everything you are planning to move is listed on your articles list. If additional services are needed make sure they are listed on this estimate. Additional services included, but are not limited to, packing, storage, long carry, shuttle, stairs fees and expedited delivery. This document is an estimate only; it is only binding for the specific services and items listed here within; any deviation of the services listed and ordered will result in a new estimate being issued. In such cases, a revised written visual estimate must be executed prior to any services being performed.
This is under the terms -
CANCELLATION POLICY
I, the Customer, agree that due to scheduling and routing reasons, my broker fee is not refundable, unless I notify Bronze Star Moving and Storage in writing within 72 hours after booking at ************************************************************ of my intent to cancel the estimate. All cancellation requests must be sent to ************************************************************ within 72 hours of making payment. Should this agreement be cancelled by you after 72 hours and/or a carrier is assigned to your move, all services on behalf of Bronze Star Moving and Storage will be considered services rendered and there will be NO REFUND for our fee. If the move is cancelled within 72 hours of paying our broker fee, Bronze Star Moving and Storage will keep 15% of the broker fee for processing fees. All refund requests are approved or denied every second or last Thursday of the month. If the refund is approved then the customer must electronically sign our refund agreement in order to qualify for the refund. Refunds are payable within 30 business days post signing the REFUND AGREEMENT. If your first available pickup date is within fourteen (14) business days of the date of paying your broker fee, and you elect to cancel, a refund of your fee is not permissible unless authorized by management. If customer books their move within fourteen (14) business days of the pick-up date, the 72 hour window is null and void. All date change requests must be made in writing within seven (7) business days prior to the pick-up/packing date. Failure to request a change within this time frame will result in an additional broker fee of a $750.00 rescheduling fee. If the change is made within 72 hours from move date fee might be higher. If the customer would like to put their service on hold, the deposit may be used as credit, and the service can be held for a total of 12 months from the date of booking. All broker fees will show on the billing cycle under BRONZE STAR MOVING. By signing this agreement, the customer acknowledges that filing a chargeback/dispute of charges will result in a forfeiture of the broker fee. In the event a dispute arises between Bronze Star Moving and Storage and the customer; the customer is subject to financial responsibility for the associated merchant and bank fees. As well as, satisfying any outstanding balance before the commencement of their move. By signing this estimate you are agreeing to the statements within.

Also, to address the other issues you are able to fill out a request delivery date. That lets the driver know you cannot receive the shipment until that date and it ensures the shipment does not get their before you. There is no charge as long as you only hold the shipment back for 21 days *** from the date you are loaded. So next day delivery would not have been your delivery because you would want it not getting there before you.

E-MAL exchanged:
Understood. I would proceed with my legal advisor as I see fit. Please cancel all services and send written confirmation.

Lastly before you can speak on what you think I misunderstood you should have all the facts. *** and I communicated via text also. I was told calls are recorded and an investigation would be done yet none was. What is your response to the lack of concern for customers needs? I'm not sure of the practices this company follows but I can ensure I will exhaust all means needed to ensure a fair settlement will be assessed.

Thank you and I look forward to receiving my cancelation documentation.
On Thu, Jul 6, 2023, 10:01 ********** Department <************************************************************> wrote:

Yes. Please have your legal team reach out to customer service directly an md we will forward over all IP signed and dated estimates and payments made for the attorney to view. You are also able to see the space and price you signed for as well. You miss understood *** she gave you two options and you wished for the lower space that is what you signed for I can send you over anything you need.
Safe travels

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From: D. ********;*************************>
Sent: Friday, July 7, 2023 12:52:18 AM
To: Billing Department <************************************************************>
Subject: Re: Request ********* Services #*******

Cancel the move. Per the contract reimbursement can be given per management. I was lied to by *** about cu ft allocation and reimbursement. Lied to by **** and by ****** who was said to be management. Now in response to my request to cancel I received this response. I will move forward accordingly thru my legal channels in means of retrieving my deposit.

Thank You
On Thu, Jul 6, 2023, 9:38 ********** Department <************************************************************> wrote:

Hello ****,
We would love to accommodate all the needs your requesting however interstate shipping does not work like that during peak season for moving. You're paying for the space requested and if you remove items, it is at your carrier's discretion to discount on the delivery balance due with the delivery. If you cannot receive your shipment next day, you are able to fill out a request delivery. That is free you would just put in the date that you need for the delivery and the driver knows they cannot delivery you before that date and youre not charge for it either.
Unfortunately, if you do cancel the move your deposit is nonrefundable as it will still be applied to the balance for your carrier losing the job and holding the truck for your move. We would not have any funds to refund. You can place the move on hold and change dates if needed for loading however if you flat out cancel the pickup the deposit as stated in the contract becomes nonrefundable. Please let us know how you wish to proceed from here.
Thanks,
Customer Support

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From: D. ********;*************************>
Sent: Friday, July 7, 2023 12:31:27 AM
To: Billing Department <************************************************************>
Subject: Request ********* Services #*******

Hello,

My name is Damelia **********;and I am sending this email to request a cancelation of all services affiliated with job number ******* as well as reimbursement of paid deposit of $1500. I spoke with ********************** and *** on the matter. I was told an investigation would be done. ****** said he would review the "recorded" phone calls between *** and I.

I was 100% positive that if/or when the calls are reviewed it would clarify and conclude the information given by *** was inaccurate. The dispute on the funds owed, reimbursement and/or allocation of cu ft. with carrier would be rectified accordingly and services would move forward.

I was also told I would be given a call back by ******. I recieved texts from *** asking for the job number to assist. Then I was told an email on instructions to cancel services would be sent by ****. No responses/call or email were given.

Therefore, I would like to cancel all services provided and/or affiliated with Bronze Star Moving and Storage. Due to the lack of concern and cease of communication from Bronze Star Moving Storage representatives all means to rectify this matter fairly and reasonably have been shut down. My only option will be to move forward and seek legal action in means of attaining the proper resolution.

Thank You,

******* and **************;*****
Initial Complaint
Date:06/29/2023
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.
Arranged our move with Bronze Star Storage for June 2023. Our move number was *******. At the time of our binding estimate, we went over our inventory with the sales representative and were told that if our cubic footage for our move changed, we would pay for the extra cubic footage (of course), but we would be contacted by the company closer to our move date and have the chance to update them on the space used.As our moving date got closer, we had more boxes than expected and communicated that with the company. We were charged for the additional space used but then also slapped with a $2,000 change fee that was not communicated with us before, and we had no option but to pay it as our move was within a week or two, we had paid the deposit, and had no chance to find alternative movers. Then, at the time of delivery, they claimed that they couldn't pull the truck up to our garage and demanded an extra $300 for a long carry when there was adequate space and every other moving truck has pulled into that space for our neighbors without issue. They shouted at us and threatened to leave with our things if we did not pay the additional $300.These are dishonest, extortionate practices taking advantage of customers who have no other choice after sales reps misrepresent services and convince people to sign estimates and put down a deposit without telling them they might be up-charged $2,300 at a moment's notice.We have attached our original binding estimate which proved not to be binding whatsoever, as well as our final charges page (excluding the added $300 demanded at delivery for a long carry which was not necessary). On the final charges page, you can see the flat $2,000 fee slapped on for "additional truck space" that was in no way communicated with us as a possibility at the time of our booking and binding estimate.
Business Response
Date: 06/29/2023
Hello ******,
We sincerely apologize for the inconveniences you experienced during your move with Bronze Star Storage. We understand your frustration regarding the unexpected fees and lack of communication regarding additional charges. We appreciate you bringing these concerns to our attention, and we would like to address each issue individually. Regarding the $2,000 change fee, we apologize for the lack of prior communication. Our intention is to provide accurate estimates and ensure transparency with our customers. We understand that the additional space used resulted in increased cost. You receive a binding moving estimate. Per DOT regulations what that entails is that your estimate is binding for the exact services ordered and for the space and list of items going. We offer a quality assurance review of the items going, services needing to be performed and the list of what is going can be adjusted. We do this for our clients to know this is the actual price for the move. When you originally scheduled this move it was in fact back March 2023. A lot can change in inventory both additional items and some people sell furniture or downsize. We deeply regret any misunderstandings, and we genuinely apologize for the inconvenience caused. As a valued customer, we strive to provide excellent service, and we acknowledge that we fell short of your expectations in this instance. Regarding the $300 fee for a long carry during delivery, we acknowledge your statement that other moving trucks have accessed the area without any issues. We apologize if our team's decision seemed inconsistent, and we understand how frustrating this must have been for you. We would like to clarify that the $300 fee was due to the inability of our truck being able to access your residential neighborhood directly. If you are not located on ground level flights of stairs fees, long carrier over 75 feet from where the truck parks and how far the driver and crew must walk from the truck to the entrance of you home. That call is made by the driver and the ability to have safe access from the truck and to your home.As a result, we would have needed to employ a shuttle service to transport the items from the semi to your property. This additional cost is outlined in our estimate under Accessorial Fees. We have carefully reviewed your attached original binding estimate and the final charges page, and we acknowledge the discrepancy between the estimate and the actual charges. We would like to offer a resolution to address these issues promptly. Please provide us with your preferred method of communication (phone or email) and a suitable time to discuss the matter further. We genuinely want to make things right and regain your trust. I have billing sending you over your refund agreement to sign and we would like the chance to refund a portion of the move back to you immediately. Thank you for bringing these concerns to our attention. We appreciate your patience and understanding as we work towards resolving this matter satisfactorily.

Sincerely,
Bronze Star Moving and Storage
***********************
Initial Complaint
Date:06/27/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
When I originally was speaking on the phone with the lady i asked her the question are you a broker. Her answer was no we are a family run business. I then was happy as i did not want a broker. I was being rushed as i needed to get into my job and she said the price would change if i didnt sign immediately so a) i was pressured and b) it was misleading advertisement as yes they were a broker. And finally the original price i was told was the price and i thought the down payment was towards the price. Boy was i wrong. That down payment was for the broker fee and i still owes the original amount plus way more as it was an estimate and the actually moving company was refusing to move me unless i paid way more than the quote. This was totally misleading. On top of this i was told it would only take 1 week to get my stuff and i was informed my stuff is now still inside a warehouse and they have no ETA as to when i will receive my stuff. This is totally unacceptable and on top of that they blocked my number and refuse to talk to me so i think now they stole my stuff now.
Business Response
Date: 06/28/2023
Dear ****,

Thank you for bringing your concerns to our attention. We apologize for any misunderstandings or inconveniences you may have experienced during your moving process. We appreciate the opportunity to address your complaints and provide further clarification on our operations.
Firstly, we would like to clarify that we are listed as both a broker and a carrier, and we are indeed a family-owned business. Our team consists of my husband, myself, and our son, all of whom hold important roles in customer service to ensure a satisfactory experience for our clients.
When it comes to interstate moving and cross-country relocations, we offer our clients a Binding Moving estimate. Please see in your estimate the definition of Binding Moving Estimate. Our representative did not provide false information during your phone conversation. They let you know we are listed as both a carrier/broker. The estimate covers the order of services and the items to be moved at the time the service is ordered. It is essential to note that many reputable carriers in the industry operate on a similar business model. They have local agents vetted in the state of pickup that will sign a carrier agreement to adopt the terms in the estimate the same one you sign is the same they sign.
For transportation, we collaborate with local carrier agents located closest to your area. These agents undergo thorough background checks and hold licenses and registrations with the *******************************. We prioritize vetting all our carriers to maintain the highest standards of service. You added additional services to be preformed other then the ones listed to Bronze Star. You added additional packing and items to be moved on the day of loading with your carrier. We cannot give you a correct price because we were not informed by you of these changes needing to be revised. Your driver at the time of loading reviewed your additional added items along with packing and prior to loading gave you a revised estimate has laid out for us in the guidelines from the *******************************. If you go in your estimate, and you look at the terms and conditions for revised estimate and if you need to add something on the day of loading. We ask that you inform us of any and all changes prior to loading however when it is added on the day of pickup we would not be able to know your planning on adding additional items to have included them in the original cost included in your first estimate.
Throughout the process, we strive to keep our clients informed. You would have received multiple emails from us, including details about your assigned carrier. You were made aware we brokered your move out long before loading and you knew who your carrier is. You also have to sign a bill of lading, indicating the carrier responsible for loading your belongings. Your carrier is registered with the ****** licensed, Bonded and insured and you may feel your items are lost and or stolen however to say that is a really big deal because they are not your delivery date isnt even listed until tomorrow and your driver has up to 21 Business days excluding holidays to deliver. We let you know we would be getting the delivery information today or tomorrow for a delivery spread. Our practices align with the guidelines set forth by the *******************************.Regarding the delivery timeframe, it's important to consider that moving during the summer months, from April to the end of November, experiences peak demand. The duration of your delivery is determined by the volume of your items, and your estimate would have provided a delivery spread based on the mileage. According to regulations, the driver has up to 21 business days to deliver the shipment before it is considered late, with the day you specified on the bill of lading as day one. Our customer service team has been available to you since you scheduled the move, keeping you updated on the delivery progress. We understand that the delay in delivery has caused frustration, but it's crucial to note that the date you entered as your first available delivery date contributed to this delay. Additionally, you have been in contact with ******** from our customer service department multiple times this week regarding delivery updates. We kindly request that you reconsider your review and align it with the actual events that transpired. We take great pride in our reviews, and we have worked diligently to ensure customer satisfaction. Your positive experience with our team up until yesterday is due to the delivery your requested for June 29th as today is the 28th.
Please take the time to review the guidelines provided on the government website, under your rights and responsibilities when you move. You will see the blue hyperlink your able to click under the valuation section of your Estimate. Tomorrow, your driver will provide you with updated delivery information as your items are in transit to you. We appreciate your understanding and patience in this matter. If you have any further questions or concerns, please do not hesitate to reach out to us. We value your feedback and are committed to resolving any other issues.

Sincerely,
Bronze Star & Moving and storage
Jillian
Initial Complaint
Date:05/16/2023
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 Bronze Star ********************************************* $2025.00 as what was supposedly half of my total long distance move. Come to find out, they didn't move any of my stuff at all, they just let a "carrier" pick it up, and it sat in storage in ******* for WEEKS until another company agreed to pick it up, and then scammed me out of thousand's of more dollars. The "carrier" kept my personal belongings for over SIX weeks, until there was a "verbal" agreement to pay thousands of dollars upon delivery. (They record you) I was only to pay an additional $2,025.00 upon delivery of my personal items to what I thought would be Bronze Star Movers, but it didn't end up this way. Bronze Star Moving didn't do a thing for me, yet I paid them $2,025.00 which I want back immediately! They scam you from the start, making you believe they are the ones completing your move, have you sign their contracts, then the carrier shows up and you have to sign their contracts as well. I had to pay the "carrier" that Bronze Star is connected to so that I could receive my personal belongings. They hold your belongings as "******." They are all in this "scam operation(s)" together! ***BEWARE*** Make it right Bronze Star ASAP!!!
Business Response
Date: 05/18/2023
Dear Customer,
We appreciate you taking the time to share your feedback regarding your recent moving experience with Bronze Star Moving & Storage. We understand your frustration and concerns, and we apologize for any inconvenience you *** have experienced during your move. Upon reviewing your case, we would like to address some of the points you raised. It is true that Bronze Star Moving & Storage works with partner carriers for long-distance moves, as stated in our contracts and agreements. This arrangement allows ** to provide a wider range of services and accommodate various customer needs. We apologize if this aspect was not made clear to you during the booking process however ************;was made aware of this because and we have all our clients sign what is called a Bill ** Lading. The person writing this review did not in fact did not sign nor were they present when the client originally scheduled this move. Here is all the rules and regulations we are in complaiance with and hold high standards of following the guidelines set by the ** Deparment of transportatin - ***************************************************************************************************
Regarding the involvement of multiple family members and the miscommunication that occurred, we apologize for any confusion that *** have arisen. We encourage our customers to establish clear lines of communication with ** and their designated points of contact to ensure smooth coordination throughout the moving process. We acknowledge that improvements can be made in this area, and we will work to enhance our communication practices to provide a more streamlined experience.
Regarding the storage of your belongings, we regret any delay that *** have occurred. Storage times can vary depending on multiple factors, including the availability of transportation services to your destination. However, we understand the importance of timely delivery and will strive to improve our communication and coordination with partner carriers to minimize any delays in the future.
In regards to the additional charges, it is important to note that the pricing details were outlined in the contracts and estimates provided to you. The carrier you mentioned operates in compliance with regulations set by the *******************************, which ensures transparency and fair practices in the moving industry. While we understand that unexpected costs can be frustrating, it is essential to review the terms and conditions thoroughly to avoid any misunderstandings.
Regarding the involvement of multiple family members and the miscommunication that occurred, we apologize for any confusion that *** have arisen. We encourage our customers to establish clear lines of communication with ** and their designated points of contact to ensure smooth coordination throughout the moving process. We acknowledge that improvements can be made in this area, and we will work to enhance our communication practices to provide a more streamlined experience.
Once again, we apologize for any inconvenience you *** have experienced during your move. We value your feedback and will take it into consideration as we strive to enhance our services. If you have any further concerns or require additional assistance, please do not hesitate to reach out to our customer service department. Thank you for bringing this matter to our attention.
Sincerely,The Bronze Star Moving & Storage Team
This Client it was just *******, the elderly Mother and Stroke survivor, that was on site at loading.She was completely alone without any help from relatives on this review. So none of this was of anyones real expierence. ******* was by herself at loading. She was to have family members their at the loading with her because she has difficulty understanding a lot. They decided to leave her their alone. We contacted the two relatives on file to ensure they were aware and allowing ******* to load.

In the estimate terms it even states :
"REVISED WRITTEN ESTIMATES
If prior to or on the day of the scheduled pick-up the shipper tenders more property or makes a change to the initial order for which they received an estimate; Carrier, or its representative, *** either (1) undertake the job with the additional property, in which case the shipper would only be required to pay 10% more than the initial estimate to receive the property on a non-binding estimate or 100% of the binding estimate and the remaining balance will be billed after the 30 day deferment. Or (2) Carrier and shipper *** execute a Revised/Rescission document, PRIOR TO LOADING OR OTHERWISE BEGINNING THE **** this revised written estimate given prior to loading will serve as the only active estimate for which charges will be calculated."
When ******* requested the estimate the dates she had originally selected were for 03/24th and 05/24th. We did not know at that time she would have added additional family members to the file.We had received her permission at add them as points of contact decision making as well.

We were in communication form state to finish even with relatives and claiming Hostage, or Using words as "scam's do not describe my business in your estimate we gave all of the family members it states
"VERY IMPORTANT - IF YOU ADD ***** AT PICK-UP OR IF THE ***** ARE A DIFFERENT VOLUME AND/OR WEIGHT FROM WHAT IS ESTIMATED ON THIS AGREEMENT:
1. The mover must provide you with a revised estimate.
2. Contact our office at ************** so that we *** assist you with any revisions.
3. DO NOT allow the mover to load the truck or perform any services before you CALL **. You must agree in writing to the new estimate. We will assist you with this.
4. If you have not signed the mover's revised estimate, and the mover loads the truck, then federal regulation requires that the mover has reaffirmed the original estimate and cannot demand additional payment at delivery for the additional items.
This is why we ask you to notify ** of modifications at least 3 business days before the scheduled pick-up date, to avoid surprises at pick-up! On the day of pick-up, your ******* *** offer you a new revised estimate listing all costs for the entire move including the additional services ordered or additional items to be moved, if any. The total price will be the same as the price listed on this estimate if your inventory's estimated weight/volume has not changed and if you do not require additional services. If your inventory's estimated weight/volume increases or if you require additional services, however, then your price *** change based on the rate per pound and/or cubic feet stated in this estimate."

On the date of loading ******* was alone at pick up. She added to the inventory list of article pieces going and ended up having **** cf and didnt call ** pickup. It was verified to her family as well that she did add items,
The ****** requires prior to all loading of any household goods onto the truck. ******* signed they started loading and the clients family for the next 2 days were confused as to what happened. My customer service department worked hard to explain everything to her family. They were still not satisfied. 2 days after loading the family called for delivery information They listed the delivery date a s04/30th so the driver cannot deliver before that day selected. They deliver one day after 5 days from that date for loading up to 21 business days delivery. The client was also traveling over **** miles from address to address and we were unable to narrow that down until the driver gets on the road. For days each individual family member called. All had a different interpretation of what they thought happened. They assumed the missed the delivery and would call the driver, customer service, and the drivers assistant daily. The client never did miss the delivery thank goodness.
Hostage is when the carrier loads everything onto the truck and says nothing about a increase in price before loading. You had the new price. ******************************* requires the carriers to follow the laws because it makes sure you not hostange. They do not have to deliver your items due to non-payment. It's the same as ordering furniture paying for half and expecting the store to give the rest for free. That isn't allwoed unless service is rendered all the laws and regulations can be found on local government websites for you along with the estimate highlights your rights and responsibilities. So I will not let you call my business a scam you were not a hostage situation it doesn't even fit the description of that.
We did request either 3 way calls be made to one person so everyone was on the same page. Delivery was perfect. It was a lot of miscommunication with so many people involved speaking to multiple people other than the driver actually driving the shipment.
If you need any more assistance we would be happy to assist you Thanks,
***********************
Customer Answer
Date: 05/19/2023

Complaint: 20066104

I am rejecting this response because: You are ALL LIARS!!! Everything you said above is LIES!!! You ARE a bunch of SCAMMERS, and the move was beyond NOT perfect!!! One of the carriers youre in cahoots with (Care Free Movers) has an F rating and the BBB even has a bold red WARNING on their BBB file!!! STOP with the lies!!! You scammed an elderly person, end of story! You are stating family was to be there prior to paperwork being signed, or loading personal belongings, so WHY did you move forward with the process if this were the case/truth??? Because youre SCAMMERS!!! When Bronze Star was hired, direct communication (We have recording) was that the move would take **** days, maybe a couple of days longer depending on traffic! This was an BOLD FACE LIE, and you know it!!! Again, STOP with all the lies!!! Your company has NO ethics, YOU have NO ethics!!! YOU ARE LYING POS SCAMMERS!!!! Refund the requested amount, and make things right!!! We will not stop until you do!!! You are admitting in writing above, you took advantage of an elderly stroke victim!!! Additionally, Bronze Star Movers, and Care Free Movers DID hold all of the personal belongings hostage trying to get thousand of more dollars before they would schedule delivery! There was a verbal agreement made to the additional charges just so we could get the movers there, then we had the police waiting around the corner!!! How did that work out for you!?! MAKE IT RIGHT BRONZE STAR, IF YOURE SUCH A GOOD and REPUTABLE COMPANY!!!
***** Family

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

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