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:02/03/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spoke to Bronze Star Moving and Storage on Oct 5, 22. The binding estimate was $7458.00, of which $2000.00 was paid that day the remainder upon loading and unloading to move a two-bedroom apartment and a 10x10 ft storage unit. The maximum date for delivery was 30 d. On Nov 28th Bronze Star told me to pay $1800 more, or no move. Dec 4th the movers didnt arrive until after 11am. They demanded $3923.99 for a walking fee even though the initial binding estimate included it. On the 5th, they charged another $5803.99. This was a new total of $17,600.47. I could only pay $2000. The remaining $7876.48 is still payable at unloading. They said it was 600 CF more when I had paid for 1338CF. A 26-foot truck only holds **** CF and there was at least 2ft left at the top, so well under **** CF that I was charged for. I had an 827 sq ft apt and a 100sq ft storage unit. The company sent two movers who claimed their employer wouldn't let them stay overnight in a hotel and one of the two drivers said he didn't have a driver license. The agreement: Expert advice throughout the course of move. (The experts smelled of marijuana. I had to tell them how to wrap items) Disassembly of all standard furniture. (I disassembled all furniture. They brought no tools) Wrapping of all furniture blankets. (I supplied blankets and had to tell them how to wrap things) Itemized inventory indicating condition of items at origin. (There was no inventory, manifest or stickers) Loading & unloading of all goods. (I loaded items throughout the move) All transportation, taxes, tolls,mileage, and fuel surcharges. (All Star recharged us for this) No elevator charges. (They charged a walking distance fee of $2375.00) No charge for moving pads. We requested delivery on Dec 19th for the 27th of December 2022. We have yet to receive delivery as of Feb 3rd. Packing for 827 CF. (We packed all but 12 bx and they charged again) They are the broker. If the carrier wasn't doing their job, it is on them

  Business Response

  Date: 02/14/2023

  Hello *****, thank you for voicing your thoughts and concerns regarding your moving experience. On 10/5 you signed a binding estimate with ****** for 827 cubic feet with a total cost of $7458.00 after doing a walk through of your home and your storage unit. You were not at the storage unit and it was done based off your memory.On 11/28 you were contacted by our inventory review and quality assurance manager *************************** to review your inventory list once again before loading. Based on your conversation with *****, in detailing more regarding what was coming from your home and storage unit, ******************************************************************* a final cubic footage increase of **** cubic feet. This large increase resulted in your final estimated cost increasing to $11,627.00. To clarify, a binding estimate is in fact binding based on the list of items you are moving and your price per cubic foot rate which always remained at $5.00. This means if more items/cubic footage are added on then your price would increase based on that rate as well as a 12% fuel surcharge of the new number. This also required an additional space reservation deposit of $1800.00 due to the fact that the large increase required a completely different truck and crew rerouted to you last minute. Typically, our customers inventory reviews may increase by ***** cubic feet, your increase of 511 cubic feet was a large increase.
  
  
  The movers arriving after 11am is permitted as long as they honor your pickup date window.. The long carry/walking fee was not $3923.99 but instead was $2375.00 as clearly listed on your Bill of Lading contract. A long carry fee was never included in your original estimate, upon listening to your call recording with ****** he did ask you about accessibility/long carry issues which you stated there would not be. The movers had to carry your items a substantial distance from your apartment to the truck as well as your storage unit's additional loading location.
  
  
  The movers had to come back on 12/5 due to the substantial difference between the items being moved, especially from the storage unit, your final cubic footage ended with **** cubic feet versus **** cubic feet as discussed with *****. The additional **** cubic feet from your storage unit (10x10 unit) as well as your residency was a substantial difference, however, regardless of this the movers did not further increase your long carry/walking fee as a large increase would have warranted that. The additional cubic footage at $5.00 per cubic foot as well as an increase in your 12% fuel surcharge warranted the increase to $17,589. Additional packing of boxes was needed, however, the movers did not charge you for the difference.
  
  
  The driver did in fact have a drivers license. Regarding your efforts in helping the movers, this was under no circumstance a requirement,the movers would have completed the job themselves.
  
  
  Regarding your delivery time, you had included the 30 days of free storage option when setting up your move. You were also asked to write a requested **** (first available delivery date) on your Bill of Lading contract, which you did, of 1/4. To clarify as initially told to you during your welcome call with Bronze Star, your **** is the requested date the items will leave the origin state and is not a guaranteed date. The **** is not the date your items will be delivered to your final destination. The **** is also not a guaranteed date for when the items will leave the origin state. Furthermore, you were explained that the turn around time from the items being taken out of storage was 1-2 weeks. When your storage time ended your turnaround time began. Your items are currently in transit well within the estimated delivery time frame. Your driver will reach out to you ***** hours prior to delivery to ensure you are ready to accept the delivery.
  
  
  We have received your FMCSA complaints as well. Many of these complaints are not true. You did infact receive a bill of lading agreement at the time of loading, All Star Moving was infact in Authorized Operating Status during your move and has been the entire time.The movers also did honor a Binding Estimate, your price per cubic foot did not change. Again, the definition of a binding estimate is your rate will remain the same but if you add more to your list of items your price will increase for the additional space at that same rate. Your complaint regarding weight was also not true because we do not base pricing off weight. Your complaint regarding not knowing the delivery balance was also untrue. The deliver balance was made very clear on your bill of lading.
  
  
  We understand moving is stressful, however, your complaints and concerns have all been thoroughly examined and responded to.

• Initial Complaint

  Date:10/30/2022

  Type:Sales and Advertising 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 thought I was hiring this moving company, I signed a contract for $2,500 with a $500 down payment. I did not know this company hired other movers from ***** to do my moving of things I saved when my home was destroyed in hurricane **** The movers showed up and demanded more money to move my things and I dont have that kind of money at this time, I had to borrow money to pay an additional $3,843 on top of the $2,500 I feel I was taken advantage of and put into another horrible position after losing my home. I had to be out my 11/1 and all my belongings were in the carport to be moved and I had no other option but to pay,, I feel this was a big scam to get more money and did not know this company is only a broker and hire other movers. Bottom line the signed contract should have been honored!! Way to take advantage of people already suffering!! C German

  Business Response

  Date: 11/17/2022

  Hello Mrs. *********************,

  I was sorry to learn about the stressful experience you had. Our intentions are always to do our best to meet our client's expectations and needs for their moves. Your situation was a little more unique in a sense that the week you scheduled the move you were negatively affected by Hurricane ***. We are sympathetic to the fact that moving is stressful alone without mother nature's involvement. We know you lost almost all your furniture and a lot of items were destroyed. You had to spend the week sifting through you items to see what you could take and what was destroyed. We have been in communication with you and we already resolved this issue with you prior to delivery. As an interstate broker our job is very crucial in the roles we play for our clients. Brokers are supposed to be your voice as well as your advocate and liaison throughout the process. Many brokers in this industry of Interstate moving struggle with code of ethics. We always ensure we are up to date with all licensing, insurance, follow all rules and guidelines provided to us by our county and state as well as the ***************** of the *** FMCSA. We hold all of our carriers accountable for any increase in price. By law all charges need to be presented to the client for signing. We reviewed the bill of lading and did confirm the extra packing charges for materials, boxes, and labor. We ensure you all our carriers are up to date with all new regulations. We hold all of our carriers accountable because we are the front line of your move. Our name and our reputation means more to me than anything. We are proud to say we ensure all of our clients are able to voice concerns and we are always here to validate and ensure every charge is accurate and legitimate. The increase in price at the loading was identified as additional packing materials used by the movers at pickup. At loading you had to pack up items in plastic bags last minute, you packed and placed the plastic bags into boxes. I know you had to run to the store last minute on the day of loading to purchase boxes from ********** because we cannot allow the movers to load plastic bags due to the problem of them tearing, or ripping in transit and causing damage to your items being loaded, transported, and delivered. Your concern was the additional packing materials you had on the bill of lading with a total $620.00 dollar charge for packing. 10 dish pack boxes, and wardrobe boxes. In the midst of packing the bags into boxes the movers did service and pack boxes. We refunded in full your entire deposit paid to us the broker. You had not yet been delivered however when we resolved the issue. At the drop off **** your son did in fact confirm in addition to the boxes you packed at loading, the driver did help pack the dish packs, and wardrobe boxes they were delivered to his residence in PA at delivery. Even though we realized it was not an error after we refunded, and confirmed the charges to be real. We still want you to keep the refund of your deposit from us because of what you and your family have went through from the natural disaster of hurricane ***. Our deepest sympathy goes out to you *******, and your son ****. I will say I have morals and I was raised to always give to others who need help. Our favorite quote on the wall in our office is It takes 20 years to build a reputation and five minutes to ruin it. If you think about that, youll do things differently.  ***************************

  We know you will be moving again in the near future we hope to be able to help assist you with that upcoming move. Thank you so much for your business and we hope that helps you and your family out. Please stay safe, happy, and healthy. We can't wait to assist you the next move!!!