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:08/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 07/12 I spoke with ***** ******** for a quote for to move my college kid from **************, ** to ***************. He quoted $1,441.04 with a 3-5 day delivery. I paid a deposit for $511.54. * Agreement was to pick up the move in **. ***** on 07/27, they arrived on 07/28 at 10:11 AM. I talked with ******* the evening of the 27th and she said they would work on a discount due to the delay. * Upon arrival the truck driver said that they had only reserved 300 metric cubes, and I had to pay an additional $900 because he could only move the couch and bed, or the boxes, but not both. I offered to reduce the amount of boxes, his dad could take them, but driver was ***** that it was boxes, or ***************** not all that was quoted. Drastic miscalculation from ***** ********.* On day 3 I asked **************** and ***** ******** for updates on the move. I am not from *******, have a job in my home state and needed to plan accordingly. I emailed daily requesting updates. I never got a delivery date from customer service, and ***** ******** never responded to my emails or calls. Email trail available.* On 08/05 I finally got a call from the driver that he was in ********* and would deliver on 08/06, **************** had informed me the same morning that the move was still in ***. They ended up delivering on 08/07. Very disorganized company to not have updates to keep the customer informed.* on 08/07 the driver said that he had called the apartments office and said they told him that semi trailers were not allowed and said it would be an extra $400 for a shuttle. He arrived in what it looked like a semi trailer. Office staff denied receiving any calls. * The driver arrived alone, and expecting assistance from us to unload. Per the contract the company was supposed to unload and to assemble. The driver said that assembling was not in his contract. We had to assemble the bed and desk ourselves.* Total payment was $2,618.54, original quote $1,441.04.

  Business Response

  Date: 08/22/2025

  We acknowledge that the crew arrived to pick up your items one day later than originally scheduled. Our support staff and the carriers dispatcher remained in contact with you on the scheduled date to inform you that the crew was running behind due to unforeseen circumstances, and they advised that pickup would take place later that night or the following morning. Please note that scheduled times are always estimates, as unexpected delays may occur beyond our control.
  As a gesture of good faith, we requested compensation for any inconvenience this may have caused. Upon arrival, the crew assessed your items and determined that additional space was required to load all of the furniture you requested. You were informed of this at the time, as our estimates are based on cubic footage. If more space is required, this will result in an adjustment to the charges.
  We responded to all of your update requests. At certain points, a confirmed delivery date was not available because the truck had not yet departed for your location. However, we provided you with updates each time you reached out. While an exact date could not always be given, this does not mean you were not being updated. We also reviewed the logistics with you in detail, explaining that once the driver was in route, he would provide you with an estimated delivery timeframe.
  Regarding the shuttle fee, this charge would only apply if the driver was unable to access your building. From the information provided, it appears there were no such issues.

  Customer Answer

  Date: 08/23/2025

  Attached email communication with Guardian **************** which confirms that no updates on delivery of my move were ever provided from Guardian. The only updates were that there were no updates at the time of communication. Communication about delivery was solely with the truck driver from a third party. 

  Customer Answer

  Date: 08/23/2025

   
  Complaint: 23775990
  
  I am rejecting this response because of bait and switch from Guardian on all aspects of the agreement with ***** ********. 

  1. The amount of items on the move didn't change from the quote by ***** ********. When the driver said he could only fit the couch and mattress, not the boxes, that was a drastic miscalculation from Guardian as stated in quote. We offered to take close about 40% of the boxes but the driver was ***** that no boxes if the couch and mattress were to be moved. Please review initial quote.

  2. Per initial conversation with ***** ********, when pick up and drop off addresses were provided, he quoted 3-5 days. He knew the distance was ***** miles door to door. Even if the move would take longer it was Guardian's responsibility to provide a delivery date. They never did, which resulted in additional expenses to stay in *******. Please see attached email trail.

  3. Upon delivery the driver said that he needed an extra $400 for a shuttle due to the office told him he couldn't bring a trailer in the area. I spoke to the office staff and they denied speaking with anyone about moving vehicles. The driver shows up in a trailer anyways and demands full payment including the extra $400.

  4. Only the driver showed up at delivery, no additional help, which means my family, and a handyman (who I paid extra) had to help with unloading. No assembly of the disassembled furniture was done per the original agreement. Please review contract. 

  Guardian operated with deceit in ALL areas discussed with Mr. ******** and ended up costing me an additional $1,177.50 which I am asking Guardian to reimburse. The original refund offered for the delay on arrival never happened. **************** was terrible as can be seen in the trail of emails attached. Guardian failing to provide with a delivery date  also resulted in additional costs to stay in *******, and complications with my job as I couldn't plan on return dates of available meeting times. For this  I should also be asking for reimbursements, but I am limiting the refund request to the abusive up charges that seemed intentional bait and switch. 

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

  Business Response

  Date: 09/01/2025

  You were provided with an estimate based on the inventory list you submitted. If the actual items are larger or smaller than standard dimensions and those measurements are not provided in advance, the space required may differ from the original estimate. You were informed that the items you wanted to load were larger than what was listed, which resulted in the need for additional space and an adjustment to the price. You signed and agreed to this adjustment prior to loading.
  Delivery timeframes are always provided as estimates, and the delivery window is outlined in your contract. We remained in contact with you and provided updates whenever requested. Actual delivery dates are not confirmed until the driver is en route to your location, and this process was explained to you in advance.
  Regarding the $400 shuttle fee, we do not see any documentation reflecting that charge in your paperwork. If you would like to discuss this matter further, our office remains available at any time to review your file with you.
  

  Customer Answer

  Date: 09/02/2025

   
  Complaint: 23775990
  
  I am rejecting this response because:

  1) BOL was provided which clearly shows all the upcharges. Original quote was ******** final invoice was $2,469.04. You mentioned you don't have record of the shuttle rental. Please provide a detailed list of all up-charges.
  

  2) I have included the copy of the original quote which explains the type of furniture and amount of boxes allowed. The size of the furniture didn't change from the date of quote and, as I said, we offered to take about half the boxes. It was a clear answer from the driver that he could either take the couch and mattress or the boxes. Please provide explanation of what changed from the original quote.  It seems like a drastic miscalculation from ***** ********, which looks intentional.

  3) On the day of pickup, a day later than agreed upon, the driver gave me the option to sign for the up-charges, or no move. I was bullied to sign if I wanted to proceed with the move.  I would have lost my $511.54 deposit plus had to move the items myself if I didn't agree. I tried calling ***** ********, who ignored every call, and ****** wasn't helpful in explaining the drastic discrepancy between the quote and the truck driver's 300 cubic feet he said was assigned. The  original refund offered by ****** the day before due to the delay was never applied. 

  4) Mr. ******** had pick up and delivery addresses from the date of the original quote and yet he assured me it would take 3-5 days when it should have been clear to him that it was not a realistic timeframe due to the distance. It wouldn't have mattered if he had quoted a longer delivery time frame as long as it was realistic. It would have allowed me to provide realistic timeframes at my place of work and plan accordingly as I am not from *******, delivery location, 

  5) Communication with Guardian was always initiated by me asking for update, Guardian's reply each time was that there no updates.  See email trail. The lack of information from Guardian prevented me from being able to plan a work schedule, and meetings. As I mentioned before, I have dealt with logistics companies for my own moves and communication regarding timing and fees have always been transparent, until now working with Guardian.

  6) Unloading and assembly was in the contract to be performed by Guardian, Driver showed up on his own and I had to pay a handyman to assist the driver unload, and assembly.

  All the inconsistencies mentioned above seem to have been intentional with plans of Bait and Switch. Following this complaint, if no resolution, I will file a formal lawsuit and request an investigation into Guardian's practice of Bait and Switch as I am sure I am not the only victim. 

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

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I haven't heard anything since you sent complaint to company. 

   

  After numerous calls and several claims that delivery would happen the next day,  my belongings are finally being delivered after 3 weeks. 

  I have told both Guardian Moving Group and Cross Country Moving how their actions have affected my severe spinal stenosis. 3 weeks of sleeping on the floor has made my life more painful  and affected my quality of life. 

  Had I not been lied to, I would have never signed up with them because I knew my spine couldn't handle sleeping on the floor for 3 weeks.

   

  An update would be appreciated. I will let you know if any of my belongings are damaged. 

   

  Thanks, 

   

  **** Hines 

   

  Customer Answer

  Date: 04/10/2025

  ****,

  
  

  Here is the information from the estimate. 

  
  

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

  ***************,  FL 33401

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

  
  

  Thank you, 

  
  

  **** Hines 

  Customer Answer

  Date: 04/10/2025

  I received a quote from Guardian Moving Group of $2,400 to move my belongings from ******** to ********. The salesperson at Guardian assured me the time to arrive at my apartment would only be between 4-6 days. Guardian chose Cross Country movers as my carrier. First CCM were late arriving at my house to pack up my belongings, and of course, once everything was loaded they told me the cost would increase to over *****- more than double!!!! The main person I spoke to (only one who could speak English) rapidly went over paperwork for me to sign, knowing I was trying to work. He asked for First Available Delivery Date which I gave as 3/25/25 as I was arriving at my apartment on 3/24/25. He told me as they were leaving that they were getting on the road and would see me in ********. No communications since pick up, I have called numerous times, always speaking to someone different and come to find out that FADD actually means first date they start trying to figure out how to move my belongings to **** was told I would have an update Wednesday, March 26 by 5- no follow up. I kept calling and finally reached someone but they could not even offer a timeframe when my items would leave **, let alone arrive at my destination and that delivery could be between 4-14 BUSINESS ******* follow through, POOR communication, lack of caring- just greedy- taking people's money and holding their belongings.

  Business Response

  Date: 05/06/2025

  All pickup and delivery estimates are based on a range of logistical factors, as interstate moves often involve numerous variables, in which makes those times estimated not guaranteed. Given that your move covered nearly ***** miles, it is typical for delivery schedules to vary, and this can result in delays as the carrier arranges transportation. Additionally, it appears that the amount of space required for your items exceeded the initial estimate provided prior to pickup. As a result, there was an adjustment in the cost, which we communicated clearly to you at the time of pickup. The revised estimate, along with the corresponding paperwork, was reviewed and signed by you before any items were loaded.
  Regarding communication, we can confirm that Guardian Moving Group responded to every call and text you sent. While there were instances when specific updates were unavailableprimarily due to the carrier still coordinating delivery schedulesany information we received was promptly passed along to you. We understand that some of these updates may not have been what you hoped to hear at the time, but we believe we provided you with accurate information as it became available.

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23128244
  
  I am rejecting this response because: the initial salesperson **** said delivery would be in 4-6 days from pick up, not 21 days. I specifically mentioned my concerns for long delays due to issues my brother had as well as telling him and others that I have moderate to severe spinal stenosis and sleeping on the floor would be exceedingly painful,  which it was. My back still hurts more than normal due to being without furniture for weeks.  Additionally the crew who packed the truck packed it in such a way to take up as much room as possible to more than double my initial quote. The crew also told me to put the first available delivery date for after I arrived,  when once I arrived I was told that is when they start working on HOW to get my belongings to me. I did not always get any answers and what answers I did receive were not truthful. 

  Now I am dealing with the claim for the items they broke, several are irreplaceable. 

  No matter the outcome, I will never use Guardian or Cross Country movers and will tell everyone not to use them because they lie.
  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 05/07/2025

  The estimated delivery window provided by our representative was based on current **************************** guidelines and previous industry data. Again these time frames are estimated and are not a guaranteed, as logistical variables can impact transit times. Our moving crew took care to load your items efficiently to minimize the space used while prioritizing the protection and integrity of your belongings during transport. Additionally, you were asked for your first available delivery date to ensure that delivery could be coordinated with your availability. Delivering before your arrival could result in additional costs for both parties, which we try to avoid. We regret to hear that some of your items were damaged. According to our records, the carrier is currently working with you on a claim. If you have any questions or require further assistance, please dont hesitate to contact our customer support team.

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23128244
  
  I am rejecting this response because again, their salesperson at the very beginning LIED and said delivery would be 4-6 days after pickup. 

  Due to that initial lie, and not getting my belongings for 21 days, sleeping on the floor caused pain in my spine that is ongoing. Due to their lies, I am unable to drive long distances so finding a job is difficult and I have to wear a back brace all day, every day. Had I been told the truth before signing the contract, I would have used another moving company that would have delivered my belongings faster and not caused me continuous pain. Additionally, as stated before, the way the movers packed the truck is designed to take up as much space as possible so they can charge more. My initial quote was 2500, approximately and I ended up owing over 5000, plus pain and destroyed antiques. I have to spend money for doctors that I normally wouldn't have to pay due to the pain they caused by lying. 

  Completely unacceptable. This company is unwilling to do anything to minimize the pain they have caused. 

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

  Business Response

  Date: 06/09/2025

  The sales representative provided an estimated delivery timeframe based on industry standards for similar mileage. However, multiple members of our support team also discussed the estimated delivery window with you and kept you informed throughout the process as the carrier scheduled your delivery. At the time of pickup, you agreed to the charges with the carrier on site, as additional itemsbeyond those originally listedwere included, which increased the space required. Our company has remained in consistent communication with you and has worked closely with both you and the carrier to address all concerns. Additionally, we have provided the necessary documentation to assist you in filing a claim for any damages.

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23128244
  
  I am rejecting this response because I have already explained several times why I reject their response. 

  To put simply, their salesperson LIED, especially after I explained my hesitation due to my brother's experience waiting over a month for his belongings and secondly,  their delay in delivering my belongings have caused me pain that now requires medical care and limits my activities since I had to sleep on the floor for 3 weeks. 

  They obviously don't care, they took over 5000 plus medical bills so they can move on to lie to others. They have no interest in making anything okay with me,  praying on older people who don't move often is their M.O.

  Shady company,  will never use again and will tell everyone on social media. 

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

• Initial Complaint

  Date:11/24/2024

  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 just had my first *** and moving from **** to ********** quoted 1297 paid 850 so far I was quoted 1296 in a binding estimate paid the deposit then paid the pick up date fee then after a week of having my stuff and moving it to ******** already they called demanding I pay an extra ********************************************************************************************** ******** while im already in ********** if I dont pay at pick up there is no additional services needed and the large truck has easy access to the road way both in and out what they are doing is a violation of both state and federal laws on extortion and business practices in ********** Under California Business and Professions Code *****, it is unlawful for a mover to demand payment for services not disclosed in the written agreement or to hold your property hostage.Unauthorized Charges Are Illegal: Demanding a destination fee that is not listed in the binding estimate or agreed to in writing is a violation of 49 CFR ******* I will happily pay the remaining on our agreed amount the last 450 at pick up any more that will be requested will be met by law enforcement intervention and a follow on lawsuit if not remediated Will be happy to remove any reviews when this is solved

  Business Response

  Date: 11/25/2024

  Our records show you have not reached out to our office stating there was any issues for delivery. We spoke to you on 11/11 to confirm they picked up your items in which you advised that they mentioned stair fees but never charged you for them. From your complaint, saying the carrier is asking for more money at delivery and your mention of a larger truck, it sounds like there may be a shuttle needed. That is when a semi can not fit to the delivery location. Looking at images of your delivery location the roads are narrow and having a semi there can block traffic and be a safety concern for the crew. The shuttle fee is listed in your signed contracts under additional fees. You also have to sign a paper at pick up that ask if a semi can fit and states if it can not, there will be a shuttle needed which inquires fees. Attached is the part of the contract in regards to the fees.

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22598540
  
  I am rejecting this response because:
  There is space without blocking the road and an exit for the semi no shuttle was said to be needed and the guy who called me said nothing about it simply bc I am not near la not because of the location like I said at delivery well see how it all goes but i think trying to charge 800 on top of final bill is crazy and wrong and according to federal law anything outside of 110% of my original estimate should be billed separately after delivery 
  Sincerely,

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

  Business Response

  Date: 11/29/2024

  That is a destination fee as they have to shuttle the truck to and from. We have requested the carrier look into that charge and to see if they will come to a resolution that would settle fairly for both parties. 

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22598540
  
  
  
  
  
  I am rejecting this response because:
  They did not have to rent a shuttle or do any additional services except the move from one state to another. They used the semi truck When they delivered, I should not be charged for a service They are not providing. They also threatened to not give me my stuff back and charge me for storage. If I did not pay the extra fee at delivery a destination fee is not mentioned anywhere in the contract. The only thing mentioned in the contract is called a shuttle fee for if a semi truck cannot get close to the property. I have attached video evidence of using a semi at delivery, as well as pictures of the contract stating that they would only charge me a shuttle fee for needing an actual shuttle because they cannot access the property
  As well as a screenshot of the text message from the carrier day of saying that he was using the semi truck to do the delivery
  Sincerely,
  
  
  ******* *******

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 04/02/24, I contracted with Guardian Moving to move my household goods from ** to **. They sub-contracted with ******************** of **********, ** (not my choice) to move my goods (end April) to storage until I was ready to take delivery. Mid July, I requested Expert to deliver on 08/08/24. Only after full payment was demanded (and paid), partial delivery was made. GUARDIAN ACCEPTED NO RESPONSIBILITY FOR MY UNDELIVERED GOODS. At first, Expert insisted it was a full delivery but on 8/13/24 informed me they'd located my belongings and would deliver. Subsequently, they've only responded sporadically (until a month ago) via text but not committed to a delivery date. It is now over two months but I have not yet received my goods. A complaint was filed with *** (*****) on 08/13/24 which has not achieved results.

  Business Response

  Date: 10/23/2024

  We sincerely apologize for the experience that you had with your assigned carrier. We had worked with them for years and never had an issue. As soon as we did have an issue we terminated our contracts with them. Unfortunately, there were a couple of issues with delivery that we have done everything in our power to rectify. We personally reached out to the *** on behalf of you and spoke with *** Agent ****** who advised us of our next steps which was to inform him of the issue and then to inform you to file a *** complaint against your carrier. In speaking with him he advised us that as your booking agent, we were following the letter of the law and doing everything within our power to assist. Their is an active case with the *** against your carrier and they are doing what they can to resolve this matter as well. 

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22450217
  
  I am rejecting this response because:

  While, nothing makes up for the loss of sentimentally valuable possessions like those Ive lost, I do not believe it is sufficient for this business to only apologize but not compensate (at least reimburse) me for all charges I paid directly to them, as well as to the carrier (total approx. $3500).
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 10/31/2024

  Compensation would come from the carrier's cargo insurance

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22450217
  
  I am rejecting this response because:
  
  I contracted with Guardian and they are washing their hands off the issue, pass on responsibility to the carrier and carriers insurance! What is their part in the whole transaction and how can they be allowed to get away free when theyre responsible for sub contracting with this fraudulent carrier?
  
  Sincerely,
  ****** ********

• Initial Complaint

  Date:08/13/2024

  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 used guardian to move across country. A shuttle fee for $471.00 was included in my bill because there were concerns about accessibility with my new address. I was told by the business that that fee would be waived or refunded if the shuttle was not required / could fit on my new street. However, I changed my delivery address several days before delivery to a storage site that could accommodate moving trucks. On the day of delivery, the driver arrived in the same truck that was used for pick up, so a smaller truck was not required or used. Unfortunately my delivery occurred on a Sunday when the driver couldnt get a hold of his boss, and I also couldnt reach anybody to help waive the fee.The driver told me he could not waive the fee himself, and that the fee would be waived but I would have to call guardian during normal business hours. I have a text from the driver confirming he did not use a shuttle.I was told that a shuttle was used because they did not drop off in a semi. However, a semi did not pick up my items the same truck was used for both delivery and pick up. So I am seeking a refund of $471.00.

  Business Response

  Date: 10/01/2024

  We have spoken with your carrier and they advised us that they were speaking with you directly on this issue. If they still have not resolved it, please call our office so that we can further assist you.

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22134331
  
  I am rejecting this response because:

  The carrier has not been in contact with me they have never reached out to me.

  And nobody from Guardian will answer the phone or reply to my texts.

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

  Business Response

  Date: 10/23/2024

  We have reached out to them and asked them to contact you again

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22134331
  
  I am rejecting this response because:
  
  Youre the broker. You should be managing this. I paid you guys directly, not the carrier.

  Business Response

  Date: 10/31/2024

  It has to go through the carrier as they are the ones that collected that payment

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22134331
  
  Go through the carrier then

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Thank you. This is something I've needed to clarify but I've obviously been busy moving. I paid a company called Guardian Moving Group $641.39 who then contracted with Good Move ***. It was Good Move USA that came and violated the contract. I am not sure where the money went, but I originally paid it to Guardian Moving Group.

  After reporting the incident to the BBB, I wrote out the details of the incident in a document called The Truth, and wrote out the main lies the Good Move USA told me when they showed up, along with the evidence against them, in a document called The Lies. I have attached both for reference.

  Customer Answer

  Date: 07/22/2024

  We were quoted for $1784.39. We put down $641.39 and were quoted the rest at $3/ft (381 ft). The mover (Good Move USA DOT *******) showed up in a 12 ft moving truck (which fits 380 cubic feet) and after loading it, claimed that I had 781 cubic feet of stuff. I measured it with a tape and calculated 300 cubic feet. The mover refused to change his number and refused to take an actual measurement (he literally just eyeballed it then added 400 cubic feet to my estimate), and after arguing for an hour, they unloaded all my stuff in the parking lot of my apartment complex and left. I ended up having to rent a truck and load it myself, and I'm out $641.They claimed it was a 16 foot truck but it obviously wasn't (I measured it, for one, then later had to rent a 16 foot truck and our stuff filled about 1/3 of it).I also have a video of the ******* refusing to measure my stuff, but can't upload it. I'd be happy to share it if someone would like to reach out.

  Business Response

  Date: 07/29/2024

  Your carrier did arrive in a 16 foot box truck and we have attached the rental agreement for it showing that it was a 16ft truck. The ******* did not just eyeball it, he used the linear metal markers in the back of the truck to accurately measure your space. You agree to everything and then once the truck was almost completely loaded, you changed your mind and made them offload your items. Our office and your carrier tried to work with you and we even offered to dispatch out a completely different carrier and you refused. Per your legally binding signed order for service, if you cancel while the movers are on site, your deposit is non-refundable. I have attached your signed order for service to this response with the cancellation policy highlighted. 

  Business Response

  Date: 07/29/2024

  Here is the copy of the rental agreement

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 21983202
  
  I am rejecting this response because:
  

  The contract I signed with Guardian Moving Group states the following:

  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.

  The mover loaded about 300 cubic feet of my belongings. The contract stated that I had 381 cubic feet. The mover stated that I had 781 cubic feet. He refused to take a measurement. Guardian Moving Group refused to take any of my concerns seriously, and believed every lie the mover told. Ultimately, the mover unloaded my belongings onto my parking lot without me asking him to. I had no choice, I had to get my stuff off the street. The mover violated the contract and then cancelled the contract when I challenged him on it.

  Attached are two documents with the details of this ordeal. The first, called, "The Truth," gives a detailed account of what happened on that day. The second, entitled, "The Lies," talks about the lies that my mover told-- lies that Guardian Moving Group perpetuated-- and the evidence against them.

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

  Business Response

  Date: 08/18/2024

  ******************, 

  You agreed to the revised amount of space initially which is why the carrier started loading the truck. While he was loading you changed your mind and made him unload the truck.

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 21983202
  
  I am rejecting this response because:
  

  You clearly did not read the document I sent you. I never agreed to a revised estimate. That was a lie told by the mover that you believed. 

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

  Customer Answer

  Date: 09/16/2024

  Thanks for trying, I suppose. Just know that I protest this. Guardian Moving Group lied to me in every response they gave me through the Better Business Bureau, just like they lied to me when they took my six hundred and forty dollars. I read every line of the contract before sending them my money, and knew it was safe as long as they abided by the contract. They violated the contract and stole my money which why I'm so angry with them. 

  I hope this seriously impacts their rating.

  Thanks.

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

• Initial Complaint

  Date:07/05/2024

  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 contracted Guardian Moving Group to perform an interstate move in **** of 2024. Since the day of scheduled delivery (**** 27) it has been an ongoing escalating nightmare to recover my property. The driver from Alpha Moving Services (contracted by Guardian Moving Group) was less than 300 feet from the apartment to deliver the items, and he refused delivery insisting he could not pull his semi-truck into the parking lot, despite the fact there is a clause within the contract accounting for extra walking, if necessary, or for the provisioning of a U-Haul by the moving company if required (at an extra fee). But regardless of these contractual obligations, he could have pulled the semi-into the parking lot as I have since seen other delivery services do this. The carrier informed me I would need to get a U-Haul, at my own expense in order for the items to be delivered, despite the aforementioned clause in the contract stating that a U-Haul would be acquired by the mover (at an additional fee) should the semi-truck be unable to reach the delivery destination. The driver then lied about the availability of local U-hauls, saying none were available and it would take longer than 2 weeks to deliver my property. A quick search of local U-Haul dealers demonstrated this was untrue and U-hauls were available to book that day. It has been over a week since that day and I still do not have my property. Getting ahold of Guardian Moving Group customer service to try and coordinate a subsequent delivery date and time has been impossible. **************** has unhelpful and rude. They have put me on hold then hung up on me. When I do get in contact they are unprepared to address my issues, they make vague promises to call me back and never do. I have been told a delivery date of the following day, only to hear nothing as I wait for my property to be returned to me.

  Business Response

  Date: 07/12/2024

  Our records indicate that the delivery driver did go rent a uhaul to load your items onto to then deliver your items. Our records indicate that your items have been delivered. If that is not the case, please contact our office so that we may further assist you. Please remember that we are your booking agent, not your carrier. When you contact us, we have to contact your carrier to obtain the information that you are requesting and then we provide you with all of the information that they provide to us.

• Initial Complaint

  Date:06/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  this is the original company that set us up the a moving agreement that started out with a $2900 estimate for moving our one bedroom apartment with only couch 2 chairs and bed, along with clothing and ended up costing us $7930 at the end. this is unlawful and scam by every moving company they use. we started with 500 cubic feet ended up with 1100 cubic feet used in truck and if you look at picture sent our furniture only used up slightly over 1/2 of a 800 cubic feet storage unit and this wasn't even stored to top. tell me this is wrong, they believed the moving companies they use and not the customer. bad business and ethics. i want full refund or we are court bound ******* at guardian has no idea what his company is doing

  Business Response

  Date: 07/12/2024

  ****************, you were charged for the space that your items utilized on the truck at pick up. You signed and agreed to the new charges on your federal bill of lading prior to your items being loaded on the truck. 

• Initial Complaint

  Date:04/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  These people are scammers !! They sent unprofessional movers to my home at 10:20 pm - they were supposed to be there between 2-6 !! Once the movers arrived he came in and took a video and said Ill have to pay ***** now then when they drop my items off Thursday Ill have to ***** - He went on to say I had to many items- I told him the company said it was ******** to move all my items- the mover told me for that amount I would only put my living room furniture on the truck and Ill have to leave all my stuff behind!! I kept telling him thats not what the company told me !! After going back and forth with him its ***************************************************************************** / Ive trying to get in touch with these people- one day a lady called me talking about a credit no I want my money because yall are unprofessional and lied me

  Business Response

  Date: 05/09/2024

  We are your booking agent, not your carrier. We provide to you an estimate based on the information that you provide to us. On the day of your pick up, your carrier was running behind schedule and when we advised you of this, you agreed to be picked up at that time. When the mover  arrived on site, you had more items than what was provided to us which is why the ******* advised that you needed additional space on the truck. You refused the additional space and also refused to take your original estimate. The next day we offered to send a completely different carrier out to you and you refused that as well. Per your legally binding federal order for service, if the carrier arrives on site and you choose to cancel while they are on site, your deposit is non-refundable. 

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 21644277
  
  I am rejecting this response because:
  No reached out to me the next day about moving my belongings - that morning I got up at 8 am went to ******************** and got me a truck so I could move !! Also the driver called me 3 times with different times he was gonna be there- the time was 2-6 he was supposed to be there when he pulled up it was after 10 pm , also we went over the inventory and I agreed everything was correct except 2 washer machines

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

  Business Response

  Date: 05/13/2024

  Our office did try to contact you to come to a resolution but we were not able to reach you. The driver was calling you to update you that he was delayed and what his new estimated time of arrival was. I don't know why the driver communicating that to you is a problem