Complaints

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

• Initial Complaint

  Date:03/08/2024

  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 was doing an across country move and hired them for the work. I told them I had a 10x30 storage unit with my household goods that needed moved from **** to **************. They stated that 600 cubic feet would be appropriate and gave me an estimate of $3400, which I accepted. They contacted me a week prior to the move to go over details and thats when they told me that 600 cubic feet was not appropriate and that I actually need more than double that, which in turn doubles my price. I was not happy with this and requested a cancellation which meant the forfeiture of my $1300 deposit since it was within ten days of the move according to their policy. They conveniently wait to call you until within ten days. They did offer to charge me for 800 cubic feet and send a whole truck for my shipment at a higher rate. After talking with customer service it was discovered that even though they were sending a whole truck, I would be charged for anything over 800 cubic feet. When I try to get information in writing about any of this they are very discreet with how they say things. I ended up completely cancelling and forfeiting my $1300 and went with a local company. Id like to add that before I signed with them, I was looking at several companies and ***** from their company texted and said he was a co-owner and gave me a $500 discount. Because my load would be on a truck with a military families load. That is the reason I chose them. Well no one could find any record of this discount and ***** turned out just be a sales person and not an owner. He knew what to say to get me to commit. When trying to contact ***** now, my number is blocked. Interesting. Long story short, dont trust this scam company but if you do, get every single bit in writing. Their response to complaints is we cant go by what people say.

  Business Response

  Date: 03/29/2024

  Your discount is on the estimate in which you signed sir. **** the price of jobs are dictated by space and cubic feet which you previously mentioned, The carrier utilizes trucks with multiple loads and customers pay for the price of how much space is taken up. Yes an empty truck is brought to the job site and whatever amount of cubic feet is taken up, is the final cost. 

• Initial Complaint

  Date:03/05/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The moving company was very unprofessional, the communication was not at all. Sent me email confirmations with no attachments of my paperwork. I lost all my winter clothes, broken tvs picture frames kitchen platter that was my grandmothers. A desk missing. The man came at the end of September I moved in July. He arrived at 10 pm alone grateful I had someone there to help gave me no paperwork had no explanation for where my stuff was. Have to tried to contact them for months. No call back they just disappeared. I didnt only loose material I lost memories.

  Business Response

  Date: 03/06/2024

  Hey ********,

  I just tried looking up your name, phone number and email. None of which are in our system. Can you please provide a job number or the name on file for this move. It sounds like you have an issue with the carrier assigned to your job, we are a licensed broker. You have insurance claims that can be filed. In order to do so I would need the information for our customer service team to contact you!

  Customer Answer

  Date: 03/10/2024

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

  Customer Answer

  Date: 03/11/2024

  Why is the complaint satisfied 

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 21389618
  
  I am rejecting this response because:

  I did not reach a resolution with the company. They are still not answering the phone or returning any of my calls for the past 6 months. I have reached out to the carrier and the claims department. Unfortunately, they keep telling me to file my claim I need a copy of the bill of landing which was supposed to be provided at the time of moving me into my new home but they did not provide this to me. I contacted the carrier and the secretary for the company that oversees all the contractors has been trying to assist me with getting the document but she has been unsuccessful in getting the bill of landing either. We have been trying to reach Trusted Moving and they do not answer the phone and do not return any of the calls and messages that we have left. The *** claims department will not allow me to process the claim without this paperwork. So I am stuck 6 months later in the same spot and I am very frustrated. This is why I am reaching out to you at the BBB. I have over ***** dollars of damaged and missing items from my move and I want to recover these losses. It is not fair that I can not get a copy of the paperwork because I have spent over $3,000 to have this company move me and now I have no items, damaged items and no way to put a claim in against this company. How can they get away with not providing paperwork for a service I already paid for. I have done research and at this point this is the only other option I have found that might be able to help me bring a close to this nightmare. My contact info is: 

  
  

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

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

  ********, ** 11713

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

  My Move number with Trusted Moving is bill of landing # ******* and I just need a copy of my bill of Landing from my move from ******* to ** in September 2023.

  
  
  

  Business Response

  Date: 03/13/2024

  Ma'am, today at 12:30pm EST you spoke with ****** in ***************** You have been provided with the claims information for the carrier. You informed out customer service department that ******************** would be handling this? I am not sure if you understand how filing a claim works, call back into customer service, speak with ******, it is not hard to access your BOL for your claims filing. Now that i see your name is *************************** i can see your file, which is all i was asking for previously, we can carry on here if you would like, or you can call into **************** and get the information needed to file your claim. 

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21389618
  
  I am rejecting this response because:

  I know that you have reached out to ****** from customer service regarding my claim and said that it is easy to get a copy of my paperwork. The problem I am facing is not with ****** from customer service it is with the actual company. ****** works for the broker who contracts the moving companies based on job needs. The problem I am having is that I actually have to speak to the carrier at Trusted Moving and that is ***********************. ****** is not able to provide the *** because she is not a direct employee of the company. She has been trying to assist me in getting the paperwork from the company and has also been unsuccessful. I tried to go through the company and have not gotten any help or response in the past 6 months. I also tried to go directly through the claims company with **** at **************** but they will not process any claims without the copy of the Bill of Landing. I have tried all available options and cannot proceed because of the paperwork. I am so frustrated that I can not get the paperwork...... ****** at the broker's office who is supposed to be the customer service contact cannot get the paperwork and I can not get assistance from the claims department. So I am the one at a loss here all the way around because I cant get anyone to help me actually obtain a copy of my *** and the carrier is unresponsive for the past 6 months. I should not have to be at a loss because the company is avoiding taking responsibility for their mistakes. I just need to find a way to get my paperwork to file my claim and this would all be over. If there is anyway you can provide me with assistance I would greatly appreciate the help. Thank you for your time and hard work trying to resolve this matter.

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

• Initial Complaint

  Date:03/05/2024

  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.

  Paid a deposit on moving bid. One of the owners that contacted me expressed several times that my refund was 100% refundable. I contacted them when I was going to move locally instead of long-distance and I was blocked from the email that I had been in contact with. I then contacted company by phone and was given the contact number for another owner ****. I later canceled the move with **** and he said that he would have the job cancelled and a refund check maliled out. I called this morning to all numbers only to find that my number has been blocked. When my boyfriend calls they answer stating to email ******************************** This is the same email that I send my cancellation request to along with the call with ****. I believe there has to be something wrong when a company puts that much effort into blocking a number from all of its available phone numbers, even though they have been patient and gave the company the benefit of the doubt that they were an honest moving company.

  Business Response

  Date: 03/06/2024

  customer had an intial interstate move scheduled, then called in requesting to change the dates and make it a local move at a later date. The initial move date would put that customer outside of their cancellation window. Refunds are for 50% if cancelling within the proper window which they are outside of.

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21387301
  
  I am rejecting this response because:

  When calling and speaking on the phone with ***************************** before he blocked my number,which is so unprofessional and omits guilt, I asked him if he provided local moves, he said yes and just to call him when I had a moving date which I expressed that it would still be in April but I didnt have a concrete date as we were closing on a house. He continued to say just to call back and never sent over a new estimate for the move or any contract. After more thought and knowing I had to move within selling my current house within ***** hrs., I knew that a floating reservation wouldn't work, which is what my estimate was for. I then reached out to ***************************** again, he never said you would lose your deposit that was promised multiple times that it was 100% refundable, all he said was, to email me that you requested to cancel, which I did. A few days later after no response, I called, and he was supposedly in front of a computer and said that he found my email for the request for cancelation in his junk folder. He then stated that he had my move estimate canceled and was sending me a check on Friday, as that was the day his company sent out refund checks. He did not once say, you would not receive a refund or any penalty for canceling.I was also in the cancelation period as I requested to cancel at least 30 days out from the estimated moving date as there was never a set moving date yet. It is obvious that this is a scam that has been going on for far too long, and it is unbelievable that the government has yet to get involved and stop this. I can't imagine how many seniors, military, or just plain old innocent individuals have been victims of this scam. I will not let this go. The money is part of the reason I will not let this go, but the fact is that if I do nothing, he will continue to steal from innocent people. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/11/2024

  Cancellation is to be made within 10 business days of FIRST available pickup date. What your saying is simply not true. You changed your move from an inter state move, to a local move without a clear pickup date for the local move. This was AFTER you booked a long distance move leaving the state. Cancellation also states that an individual will receive a 50% refund of deposit. Even though you are cancelling OUTSIDE of the original pickup date requested, we will send a 50% refund check of the deposit to settle this issue. Please email info@trustedmovingandstorage,com confirmation of your address for your 50% refund check to be mailed to. 

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21387301
  
  I am rejecting this response because: I emailed the company providing my details to send half of my deposit which would only be $600 of the $1200 sent to them, and they never sent a check.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted trusted moving in storage and to get a quote because were moving across the country. They quoted me $1554 for 80% of a semi trailer going to ********. Well we figured out that the 1554 was only for like 200 ft. which is not even my entire bathroom so we decided to cancel them. I requested a refund for our deposit and they only give you a 50% deposit which we didnt know until we went to cancel and now I cant get a hold of them to see where my 50% refund for the deposit is. Ive been trying to get in contact with **** for over a week now and every time I try to call the customer service number or the 800 number my number is blocked and I am not able to reach them. Not to mention **** was very rude and stated that I did not make the deposit when I actually did. I provided screenshots.

  Business Response

  Date: 02/28/2024

  customer booked for a partial fill of a truck at 286 cubic feet up space leaving 80 of the truck open to fill. When customer had more space than initially stated to us the price would increase. We had issues identifying the method of payment but it was confirmed but the customer was outside of the cancelation window and did not want to stick with the initial estimate. 

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21320375
  
  I am rejecting this response because: I was told by not 1 but 2 reps that we would be receiving 80% of a semi trailer to be able to use. If you pulled the calls you would hear ***** and **** both state that 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/04/2024

  customer booked for a partial fill of a truck at 286 cubic feet up space leaving 80 of the truck open to fill. When customer had more space than initially stated to us the price would increase. We had issues identifying the method of payment but it was confirmed but the customer was outside of the cancelation window and did not want to stick with the initial estimate. 

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21320375
  
  I am rejecting this response because: I was told as long as I cancelled 10 business days prior we would receive a refund. **** stated that in his emails as well that we would receive at least a 50% refund. Now Im unable to get ahold of anyone to see whats going on as they have blocked myself and my husband and not returned any messages.  I have a feeling that we have been scammed and Im going to be contacting an attorney. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/13/2024

  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.

  On January 9, 2024, I paid a $600 deposit, half of the total cost, to have my home belongings to be shipped from *********** to ****** on January23, 2024. I contacted the company on January 22, 2024 because I was not provided with an arrival time only to discover my number was blocked, and the email address I was provided, undeliverable. I called from my daughter's phone, was able to speak with someone, and I provided the documents to confirm payment. I was told the refund would be mailed January 26th, 2024. I'm still waiting. Called again and my daughter's number was blocked. Call from my granddaughters phone and was told to email the managers for a status of my refund. That email address is invalid too. Now that number is blocked. Called from a friend's phone, was placed on hold, they disconnected the call, and now that number is blocked. I would like my refund, as promised.

  Business Response

  Date: 02/28/2024

  please provide the job number for this job. As the name is not on file.

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21287464
  
  I am rejecting this response because: I don't have a job number. I paid the deposit and there was never any follow up after the money was taken from my account. Surely you have my info, as you called my bank to verify the money was withdrawn from my account. In addition,  I provided the original email with the estimate, and the front and back of the check that was cashed. ****** advised me the refund would be mailed on January 26, 2024 as you all only mailed refunds on Fridays. *****, the initial representative never requested movers for me and all of my numbers have been blocked. I can provide documents after sanitation as my personal and account number is on the documents.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/04/2024

  please email me this correspondence to ********************************

  Customer Answer

  Date: 03/05/2024

  I have sent the documents again as requested.  The attachments show these documents were sent on January 23, 2024. I'm not understanding why you can't find my info when you were able to locate it before,  using my phone number **********. A refund was promised and you also contacted my bank to confirm the funds were taken from my account. Please refund my money as promised. This is causing me a great amount of stress and a great financial burden.

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21287464
  
  I am rejecting this response because:

  I have sent the documents again as requested.  The attachments show these documents were sent on January 23, 2024. I'm not understanding why you can't find my info when you were able to locate it before,  using my phone number **********

  . A refund was promised and you also contacted my bank to confirm the funds were taken from my account. Please refund my money as promised. This is causing me a great amount of stress and a great financial burden.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/12/2024

  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 was looking for a company that could transport my bedroom set from MS to **. This company seemed to be the most reasonable and cost-effective. I paid my deposit of $600.00. I was told they would be back in touch with me last week so that we could discuss further the delivery date. I did not receive a call last week. However, all the numbers and email are no longer working. I am having serious back surgery next week and the individuals were so helpful in wanting to make sure I got my furniture in time. Someone please help.

  Business Response

  Date: 02/13/2024

  Do you have a job number so I can look into this for you? I am not seeing your name in our system! Please email directly if you would like at *******************************

  Customer Answer

  Date: 03/07/2024

  Good Afternoon, 

  I attempted to email the individual at Trusted Moving and Storage, but never got a response back. Please see attachment.

   

  Thank you.

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 21283031
  
  I am rejecting this response because:

  I attempted to email the individual at Trusted Moving and Storage, but never got a response back. Please see attachment
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/19/2024

  Ma'am again....

  Do you have a job number so I can look into this for you? I am not seeing your name in our system! Please email directly if you would like at *******************************

   

  I don't believe you booked with us and I still have not received an email from you.

• Initial Complaint

  Date:02/12/2024

  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.

  I paid $500 in advance to Trusted ********************************************* to help me move from *****, ** to *****, **. The moving Job# S7956072 and my check was cashed by Trusted ********************************************* on Jan 9, ****. Later on I cancelled the move on Jan 22, ****. Trusted ********************************************* confirmed me they will keep my $315 deposit on hold for a year and refund back $185. See communications below. Since then I sent emails and called multiple times both customer service number and *********************************** (customer support) director number. I am not getting any response and still didn't get my $185 refund. Now it looks like they have blocked my number and calls are not getting through their customer service or to *******'s director number. From: *************************** Date: February 8, **** at 1:59:35 PM EST To: ***************************** <**********************************>Cc: ******************************* Subject: Move on Hold Confirmation - S7956072 Hi ******, I still didnt receive my $185 refund. Please verify and confirm when I am going to get the refund,Regards.**** From: ***************************** Sent: Monday, January 22, **** 9:46:24 AM To: *************************** Subject: Move on Hold Confirmation - S7956072 Good morning ****,As per our conversation you have elected to place your move on hold with us. That entails keeping your deposit of $315 on file and estimate pricing intact to up to 12 months of a calendar year. As I have explained, please give us a call with about a week's notice or more to provide your new dates to be put back on the schedule. You have my direct line for any future updates or questions: ************. Also our **************** Line is ************. Management email is ******************************* Best ************************************* **************** ******************** Direct ************ ************

  Business Response

  Date: 02/13/2024

  Sir you have been in contact with our customer service department and are aware that your partial refund payment has been sent to the address you provided us ***** Why on earth would you write a review on BBB? If you have not received it yet I would suggest leaving the same review on the **** BBB platform. If not you can email me directly at info@trustedmovingandstorage,com   As of right now your move was put on hold as per your request.... 

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21282187
  
  I am rejecting this response because:

  It has been already 2 weeks and I still didnt receive my refund and I have no official proof/evidence from Trusted Moving and Storage that they actually sent out my refund. Also I have been trying for the last one week to contact them regarding my refund status several times sending emails, calling their customer service number and also ******* direct number but they are not responding back. Extremely suspicious and unprofessional. 
  
  Sincerely,
  ***************************

  Business Response

  Date: 02/14/2024

  Again, your refund has been mailed out and you have been in contact with CS. If the check for $185.00 does not arrive by this friday, please e-mail me at ******************************* with your venmo handle and I will send the funds directly to you and cancel the check. Genuinely in AWE that this is being discussed on this platform with how much you have already communicated with CS. I am unsure how you would like confirmation that the check has been sent in the mail for $185.00........

  Customer Answer

  Date: 02/18/2024

   
  Complaint: 21282187
  
  I am rejecting this response because:

  Not sure why you are pretending to be in Awe? It has been almost a month that I still didnt get my $185 as of 2/18/24. Last communication I had with your companys customer service was on January 22nd. Since then I have called over 15 times to your customer service number *************) and another 6-7 times ******* direct number *************) but didnt get any response. I also sent couple of emails to your customer service email ********************************* and again didnt get any response. 
  
  
  You can find me in Venmo using my email address: ******************** Given my experience with your company, I would request you refund back my full amount $500, as I dont feel comfortable or have any level of trust working with your company in the future.
  
  Sincerely,
  ***************************

• Initial Complaint

  Date:01/31/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  My complaint is almost a carbon copy of the previous complaints filed here. I was contacted by Trusted Moving and Storage, LLC located in ***************, ******* after replying to an internet site on moving companies. ********************* sent me a text message at 9:52am on 11/13/2023 and gave me an estimate of ******* to ******* to move an approximate bed room amount of furniture. no more than a studio size apartment amount of furniture. In that text ********************* from Trusted Moving and Storage stated that a small deposit which would be completely refunded if anything changes and with the balance due at delivery. I did not want to pay that for a small amount of furniture. I did not reply. He texted me at 9:27am the next morning stating he found a truck that can haul everything down for ****** between 11/27 and 11/30 which was the dates I needed. He the called me at 10:51am. We discussed the move and necessary time frame. I called back twice later that day. He texted me on 11/15/23 at 11:12am stating that this is the last day to get this route. I agreed. Spoke to *************************. He had me send ****** to his Cash App account needed that day. I sent it. I have a confirmed receipt from Cash App ******** was paid 11/15/2023 at 12:39pm. ***** sends email he received it. Then complete silence. My phone number was blocked to ***** and ********. Said number was not in a service area. Called from my son's phone standing next to me. Call went thru. Finally contacted a secretary, said I was not on file. Gave her the contract number .S7955226. Said nothing was booked. Total scam artists. I cancelled the job on 11/30 wanting a refund. ******** refused. Total theft. They would not respond.

  Business Response

  Date: 02/15/2024

  Please email ******************************* a copy if your paid receipt. I am seeing the job number but I am also seeing that it was never booked. Will be happy to issue a refund to the same cashapp payment was made from. 

  Customer Answer

  Date: 02/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  **** you have the original Cash App payment receipt made to you on 11/15/2023. I will email you the Cash App receipt you received on 11/15/2023 when I sent you the payment.  I expect you to keep your word and I will be sending you a cash app request to you for my ****** deposit. I expect prompt payment from you via cash app just as I had paid you promptly. I will notify BBB when my deposit has been refunded. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 02/29/2024

  I stated this complaint was resolved only on the basis that Trusted Moving and Storage responded to my complaint stating they acknowledged that no pickup was ever scheduled and that they would return my ******. I sent proof of payment. I have emailed ************************* several times concerning my refund. Absolutely no response from him. I was lied to and deceived again by Trusted Moving and Storage.  I want the status of this complaint to go from resolved to unresolved.

  Customer Answer

  Date: 03/06/2024

  This company needs a class action lawsuit filed against it by the ******* Department that handles moving brokers. You can see that the company says they are going to refund but never do. I have never seen a company with so many complaints and unresolved issues. This company needs to be placed on the BBB scam alert section.

  Business Response

  Date: 03/29/2024

  customers refund check was mailed out. 

  Customer Answer

  Date: 04/08/2024

   
  Complaint: 21225357
  
  I am rejecting this response because:  I have yet to receive the deposit check. ******************* has never responded to any of my emails. The job was never booked. I do not even know if he has the address to send the refund check. I will inform the BBB once my check for the full amount of my deposit is received and clears. Then I will mark this case as resolved.
  
  Sincerely,
  
  ******************

  Business Response

  Date: 04/16/2024

  refund check was mailed to

  201 Ash Court
  *****************

   

  If this is wrong please provide the correct address

  Customer Answer

  Date: 04/29/2024

  This is the third time that I was told I would receive my deposit back. I gave ******************* sufficient time to send the check. As of April 29, 2024 I still have not received my money. It is going on 6 months. Probably other people who were promised refunds never got them either. ******** stated one time he would send my money via Cash App, the method I sent my deposit to him. Funny, he still has me blocked on Cash App. Nothing but lies with this company.

  Customer Answer

  Date: 05/29/2024

  It is now May 29, 2024. Trusted Moving and Storage responded the 3rd time on April 17, 2024 that a refund check has been mailed to my address.  I have not received it. All this company does is provide lying lip service.  Why ******************* have I not received my refund? You have had plenty of time. I will be awaiting your response to the BBB since you never responded to my emails and you have my phone number blocked.

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21225357
  
  I am rejecting this response because:

  It is now May 29, 2024. Trusted Moving and Storage responded the 3rd time on April 17, 2024 that a refund check has been mailed to my address.  I have not received it. All this company does is provide lying lip service.  Why ******************* have I not received my refund? You have had plenty of time. I will be awaiting your response to the BBB since you never responded to my emails and you have my phone number blocked.
  
  Sincerely,
  
  ******************

• Initial Complaint

  Date:01/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am going to attach the letter I sent the business a few days ago which breaks down in detail what transpired. To summarize, this company mislead me into agreeing to a contract. Once it was time for them to perform, this company went *** and all communication was lost. Further, I was mislead in how this move with transpire. I was told to "not worry" and that a Saturday morning move would work. In reality, that was never the case. This company has costed me hundreds of dollars due to (i) a lack of communication and (ii) deceptive trade practices.They created "policies" in an effort to make me pay more out of pocket for things out of my control. Once they found a subcontractor to move my items (I also filed a complaint against them), they disappeared. As a cherry on top, suddenly their emails began bouncing. Take a look at their reviews; it speaks for itself.

  Business Response

  Date: 01/24/2024

  Customer took more space than the quote states. The contract clearly states that we are a brokerage office and a licensed carrier was assigned to this customers job. I am unsure how this customers complaint isn't outlines in the body of the email in regards to pricing, estimated pick up and delivery times, payments upon pickup and before delivery as she has highlighted. We wish that every customer has a pleasant experience but with interstate moving we do our best to work with the customer and carrier.

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21193010
  
  I am rejecting this response because:

  That was not even a complete response. I am unsure how to respond to that...

  In terms of the size - I told them the storage unit size was 10x15 (which is stated in the contract). Once again, a storage unit cannot get bigger, only smaller. They gave me the quote. You cannot turn around and then say it's more than you expected when you had an accurate description of the unit size. 

  I was promised a certain pickup date, and that promise was not fulfilled. I was promised I would have to pay a certain amount. That promise was not fulfilled. I was promised communication and transparency. That promise wasn't to fulfilled. 

  Further, I sent the organization the below email and they NEVER responded. They are only responding to this email because the BBB is involved. This is a fraudulent company who does not care about their customers. It doesnt matter that you're a brokerage company, you still owe a duty to a paying customer in communicating UNTIL the contract is complete. I have not heard from Trusted Moving since I initially contracted with them. Their emails bounce (see attachment) and they do not return my phone calls. They are not interested in helping the customer; they are only interested in this going away/ getting swept under the rug. 

  PLEASE look at the other reviews - this company makes a habit out of not returning calls and misleading customers. 

  ***********Email sent on January 22, *************
  To Whom it May ***************** am writing to express my extreme dissatisfaction with Trusted Moving & Storage, LLC. I expect a prompt response as I have attempted to call and talk with you directly multiple times; however, I was told I could only contact you via email. In fact, I dont even have your name, which supports the perfunctory nature of this company in how it deals with its payingcustomers. 
  
  On or around January 3, ****, I contacted Trusted Moving & Storage LLC to coordinate a furniture move from *******, ******* to *************, **. I spoke with a man named *********************** via email, telephone, and text to secure the details of my move. 
  
  I explained to ************ that I need to move furniture from ******* to ************* on a specific date because I do not live in *******. Therefore, I would have to travel from ******** to ******* in order to coordinate the move. ************ assured me that my requested move date of Saturday, January 13th would be fine. I asked him this multiple times over the phone and he repeatedly told me not to worry. In fact, he told me that I had to add a second date per the policy, but he would make sure Saturday would work. I responded that my return flight was the morning of that Sunday. Again, he assured me to not worry.
  Additionally, I explained that the furniture was at a public storage facility in a 10x15 unit. I told **** the unit was completely full, and we would be taking around 80% of the unit. As you can see, I was quoted $2,166.50 for this move. 
  
  Under the assumption that I did not need to worry, I moved forward and contracted with ************. In exchange for my deposit of $632.00, I agreed to hire Trusted Moving & Storage, LLC for my move on January 13th for $2,166.50. I sent the deposit via venmo on January 3, ****. ************ told me that someone from the company would contact me on Thursday, January 11th to confirm the move.  
  
  I trusted what ************ was saying so much, I ignored the other employee (***) who was attempting to contract with me, in order to make sure ************ received his commission. Perhaps I should have spoken with *** to get the actual truth of this contract. 
  
  On Thursday, January 11th, I called and texted ************ because I needed to delay the move one week. Moreover, I contacted him because I never heard from him, even though he told me someone would contact me that day.
  I needed to delay the trip because of the weather; my flight was canceled and I did not want to force a driver to travel in the snow / risk creating more issues. ************ did not respond. I then called the Trusted Storage & Moving number, to which a person named ****** answered. I explained the situation to her, and she said that would be fine; however, I would have to pay an additional price. That price was for $302.00, which I paid via venmo on January 12, ****. ****** helped me move the details just one week later to January 20, ****; same price, same time, same details. 
  
  On Thursday, January 18th, I AGAIN, contacted ************ to try and confirm the details of my trip. He never responded to my text. I attempted to call him. I left a message, and that call was never returned. 
  On the morning of Friday, January 19th, I called ************ again; no answer. I then called the main line and spoke with ****** once more. She told me she needed to contact dispatch and would call me back. After about an hour went by, she called me back and told me that the drivers couldnt come on Saturday, despite Mr. ***** assurances. As you can imagine, I was upset; I had told Trusted Moving & Storage many times about the constraints I was facing for this move. I told her I wanted to cancel, but she threatened that I could not. In an attempt to try and make this work, I pushed my Sunday flight back and asked her what time they could come on Sunday. She told me she would confirm Saturday afternoon.
  
  On Saturday, January 20th around 2:00 PM, I called ****** because I never heard from her. At this point, I was less than shocked by the lack of responsiveness from Trusted Moving & Storage. ****** did not answer.
  
  Around 3:00 PM, I tried her again. She instead sends me an email around 3:30 stating that she is waiting to confirm the timeframe form dispatch. Then, at 4:45 PM (e.g., not the afternoon), she texts me that the drivers are confirmed for 9am-12pmestimated that they will be arriving earlier within the window. I said fine and asked for the drivers information. No response. 
  
  On Sunday, January 21st, I texted ****** at 10:10 AM looking for the drivers information once again. Note that I am now within my pickup window. I then get a text from someone named ****** (1 of the 3 movers) around 10:49 AM telling me their ETA is 2:00 PM
  
  As you can imagine, I find myself upset yet again. At this point, I have been told far too many inconsistencies and have wasted far too much money. After going back and forth with ****** and the drivers (************ is nowhere to be found), I paid the $200-$300 and moved my flight back to accommodate the now 2PM pickup time.
  
  Around 1:40 PM, I texted ****** to make sure he and the other 2 men were still coming at 2PM. At this point, he told me he wont be there until 3:30 PM. I am not sure how there was an hour and a half discrepancy. They were told the incorrect zip code (not my problem) and there was supposedly traffic?  In any event, I had no choice but to leave the storage key with the desk attendant at the Public Storage in order to catch my flight out of *******. The movers did not arrive at the storage unit until 4:15 PM, so I am glad I did not wait. 
  
  ****** contacted me at 5:54 PM with a new quote because the work is big. This is again, not my problem. You can clearly see in the contract the storage unit is 10x15. Storage units do not increase in size, only decrease. I told ************ it was full. I am not sure why the movers were surprised this was a big move. All of the details are in the contract. ****** basically told me that unless I paid more, I would not get my items delivered. At this point, I am about to board my flight and the movers now have the only key to my storage unit. They are in fact holding it hostage unless I pay. 
  
  ****** attempted to contact Trusted Moving & Storage multiple times, but no one answered. Therefore, he came up with a quote between him and his own dispatcher, who I have never spoken with. They quoted me $861.50 more. I did not agree to this. Their quote included packaging materials, extra labor, fuel, etc. Per the contract, all of this is included, so again I am left confused and without optionsHe then sent me another quote for $420.50 more. I did not agree to this either. 
  
  Around 8 PM, ****** and the movers eventually moved the items because they were cold. He told me someone from the office would call me in the morning. It is now 5:30 PM on Monday, January 22th. I have not heard from Trusted Moving. I have not heard from ******. I have not heard from ************. I called and texted ******, who is not responding either. 
  
  In summary, I have no idea where my furniture is and/or when it is getting delivered.
  
  To support this email I have proof of (i) my correspondence with ************, (ii) my correspondence with ***, (iii) my correspondence with ******, (iv) my correspondence with ******, (v) my phone call log, and (vi) the terms of the contract. 
  
  I am of the opinion that (i) ************ told me what I wanted to hear in order to secure his commission, (ii) Trusted Moving & Storage makes a business out of deceptive practices, and (iii) ****** is holding my furniture with undue delay. I want the late fee returned to my card. Additionally, I want my travel expenses to be deducted from my original quote. I will pay the balance of my original contract once my items are delivered in full. 
  
  Based on your reviews, this seems to be a common practice of this company. If this does not get resolved quickly, I intend to investigate this matter further. I am an attorney out of ******** and I do not take you deceiving customers lightly. I am sure that other, past customers will agree with me. 
  
  Below, I have pulled out the relevant contractual provisions. Should there be any confusion, let me know. Again, I expect a prompt response, or I will dispute the charges and escalate this matter further. 
  
  
  Page 1 of the Agreement

  
  (a) This Estimate includes the following.Expert advice and guidance throughout the course of your move
  - I did not receive this. 
  
  (b) This Estimate includes the following.Wrapping of all furniture with quilted moving blankets. 
  - As per above, ****** attempted to charge me for this in the updated quotes.
  
  (c) This Estimate includes the following.Itemized inventory indicating condition at origin of items. 
  - I never received this. 
  
  (d) This Estimate includes the following.All transportation, taxes, tolls, mileage, and fuel surcharges. 
  - As per above, ****** attempted to charge me for this in the updated quotes.
  
  (e) This Estimate includes the following.No charge for packing tape and moving pads.
  As per above, ****** attempted to charge me for this in the updated quotes.
  
  Page 3 of the Agreement
  
  (a) "THIS AGREEMENT MAY NOT BE AMENDED, SUPPLEMENTED OR WAIVED ORALLY, BUT ONLY IN WRITING, SIGNED BY BOTH TRUSTED MOVING AND STORAGE LLC. AND CUSTOMER AND MAKING SPECIFIC REFERENCE TO THIS AGREEMENT."
  - I did not agree to amend the agreements price in writing; thus any purported increase is null and void. 
  
  Page 4 of the Agreement
  
  (a) REQUIREMENT THAT PAYMENT IN FULL OF ALL CHARGES IS DUE BEFORE UNLOADING OF THE ***** IN ACCORDANCE WITH THE CARRIERS LAWFUL LIEN ON THE PROPERTY. 
  - I still have not received any of my property. Therefore, I will not be paying until it is unloaded.
  
  (b) CUSTOMER HAS ELECTED A "BINDING TO NOT EXCEED" *****, THE ***** COST WILL NOT EXCEED THE ESTIMATED AMOUNT; PROVIDED, HOWEVER THAT CUSTOMER PROVIDES **********************. WITH AN ACCURATE DESCRIPTION OF THE ***** TO BE MOVED AND THE SERVICES TO BE PERFORMED. 
  - I provided an accurate description as stated in detail above. Therefore, the price will not and cannot increase. 
  
  Page 5 of the Agreement
  
  (a) THE ***** INCLUDES ALL FUEL SURCHARGES, TOLLS, LOAD AND UNLOAD, BASIC DISASSEMBLY AND REASSEMBLY OF STANDARD FURNITURE *****, UP TO 75 FEET OF LONG CARRY AT ORIGIN AND DESTINATION AND 1 FLIGHTS OF STAIRS.
  - As per above, ****** attempted to charge me for this in the updated quotes.
  
  (b) "CUSTOMER SHALL INDEMNIFY AND HOLD HARMLESS TRUSTED MOVING AND STORAGE LLC., AND ITS SHAREHOLDERS, DIRECTORS, OFFICERS, EMPLOYEES, AGENTS AND AFFILIATES FROM AND AGAINST ANY AND ALL ACTIONS, CLAIMS, SUITS, LIABILITIES, PROCEEDINGS, PENALTIES, FINES, COSTS, AND EXPENSES (INCLUDING ALL REASONABLE ATTORNEYS FEES) RELATING DIRECTLY OR INDIRECTLY FROM ANY BREACH OF THIS AGREEMENT BY CUSTOMER."
  - This provision covers breaches by the customer, not breaches by ******************************************* & ******************** agents, including ************ and ******. Therefore, you are liable. 
  
  (c) WILL NOT BE RESPONSIBLE FOR LOSS OR DAMAGES INCURRED BY UNAVOIDABLE DELAY. 
  - The delay was not unavoidable as Trusted Moving & Storage had notice across multiple days. Any delay is the fault of Trusted Moving & Storage in not securing a driver within a reasonable time frame or communicating with me in a reasonable manner. 
  
  (d) "TRUSTED MOVING AND STORAGE LLC. WILL ACT ON THE BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THERE ARE ABSOLUTELY NO GUARANTEES MADE, EXPRESSED OR IMPLIED REGARDING PACK, LOAD, AND/OR DELIVERY DATES."
  - I have attempted to contact Trusted Moving & Storage multiple times. I still have not heard back and it is almost 6 PM on January 22nd. I have no idea where my furniture is.
  
  (e) "TRUSTED MOVING AND STORAGE LLC. REQUIRES THAT THE CUSTOMER MUST FIRST ATTEMPT, TO RESOLVE ALL DISPUTES IN WRITING, DIRECTLY WITH TRUSTED MOVING AND STORAGE LLC. PRIOR TO INITIALIZING A DISPUTE/REVERSAL WITH THEIR ISSUING CREDIT CARD PROVIDER. THE CUSTOMER MUST PROVIDE WRITTEN DESCRIPTION EVIDENCING ANY AND ALL BREACHES OF THE CONTRACT BY E-MAIL TO TRUSTED MOVING AND STORAGE LLC., AT ******************************* THE CUSTOMER AGREES THAT FAILURE TO PROVIDE WRITTEN DOCUMENTATION CLAIMING THAT THE ***** AND CONDITIONS WERE NOT ADHERED TO BY TRUSTED MOVING AND STORAGE LLC., FORFEITS THE RIGHT TO DISPUTE THIS CLAIM WITH THEIR ISSUING CARD PROVIDER."
  - This email is my attempt pursuant to this provison.

  Sincerely,
  
  Sydney Parks

  Business Response

  Date: 02/06/2024

  Customer took more space than the quote states. *** contract clearly states that we are a brokerage office and a licensed carrier was assigned to this customers job. I am unsure how this customers complaint isn't outlines in the body of the email in regards to pricing, estimated pick up and delivery times, payments upon pickup and before delivery as she has highlighted. We wish that every customer has a pleasant experience but with interstate moving we do our best to work with the customer and carrier.

  Everything is outlined in the customers signed contract. Everything is in black and white. *** move is scheduled based on the information received by the customer to the sales rep. *** move is than assigned to a carrier, and prior to pickup we confirm with the customer the information that is on file to see if THEY make any changes to the inventory, confirm pickup and delivery address, see if any phone numbers need to be added as to make the pickup and delivery for the carrier and customer smoother, also to see if any packing needs to be configured. 

• Initial Complaint

  Date:12/31/2023

  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.

  On 12/22/22 I signed an agreement and made a $450 deposit on services with *********************** of Trusted Moving and Storage. They agreed to transport my horse trailer from **** to my home in ***** as documented in the attached contract. The pickup date was supposedly confirmed for 12/28/23. When I didn't hear from anyone on a pickup schedule on the 28th I started calling requesting a schedule. ****** answered the phone telling me that she did not have a schedule from Dispatch and would call me later in the day. This went on for 2 days. 2 days later with no pickup scheduled they blocked my number and none of my calls would go through. When I called on another line ****** answered and hung up as soon as I gave her my name. I have tried to reach ******* and my number has been blocked on his line as well, he does not answer when I call from my work phone. Now on 12/30/23 the link to my contract has also been deleted, fortunately I had saved a copy when I signed it. Clearly they have no intention of following through with the agreement to transport my trailer. I just want a refund on my deposit. I would appreciate any assistance or direction on how best to resolve this issue.Thank You Note: Payment was made via venmo from the account of ***********************************, payment screenshot attached.

  Business Response

  Date: 01/09/2024

  please email ******************************* for refund. In our files it says this job was serviced by the carrier assigned. If not we will gladly refund, I will be contacting the carrier this afternoon to confirm. 

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 21078274
  
  I am rejecting this response because:

  I have made numerous attempts to contact the provider asking for a refund with no response.  I have called repeatedly and on the 2 occasions that I have been able to speak to a person they hang up as soon as I gave them my name.  They have blocked my personal number, I am only successful in getting through when using other numbers.  I have requested a refund through Venmo where the provider claims they have delivered the vehicle, yet they can't seem to show any proof that it was delivered.  I have emailed them previously with no response.  I am attaching yet another email to this discussion for the records but I will be very shocked if I get anything back from them.

  They claim that they have delivered the vehicle, please provide proof of that delivery because it never happened.

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

  Business Response

  Date: 01/09/2024

  Ma'am, I have asked you to email me and that I am checking with the carrier who was assigned to haul your trailer. I did not respond with anything in which you just stated....... I also emailed you asking for a venmo handle to send funds to once i confirm with carrier that they did not service your job, or if they respond and inform me they did. I am unsure of your response and do not see any of the calls in our system. I am literally asking you to email the venmo handle to send payments to, I never stated that your car was delivered by us, please READ my response previously.....

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 21078274
  
  I am rejecting this response because:

  Of course you do not have any record of my calls because when I do get through ****** hangs up on me as soon as I give her my name.  When I call from my number she passes the call onto voicemail rather than answers.  It is the same problem when I call Phil.  

  I have once again copied my emails into this message.  You can see in this email chain that **** has confirmed that the trailer (not car) was never picked up or delivered, yet I still have not received a refund.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 01/10/2024

  I have provided all of the information that he asked for, I have sent the emails requested and still have not received a response from him.  Why was this case closed?  It has not been resolved.  You can see in the email chain that the company has acknowledged that the service was never provided yet in this chain of communication he is still claiming that isn't the case.  Please review and revisit the status of this case.

  Customer Answer

  Date: 01/10/2024

  For the record.  5 minutes ago I again called the company asking to speak to *************************, the individual sending the emails.  I was told he was out of the office, when I asked for someone else ********************* up on me.  I am sure there will be no record of that call as well.  If it's helpful I can share a screenshot of the call logs made from my phone (it's about half of the calls made).  *********** claims they have no record of calls but I can show otherwise.