Complaints

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

• Initial Complaint

  Date:02/03/2023

  Type: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.

  Received a quote for moving my household after doing a virtual inventory. I was called a week before my move and charged additional money because I was told there were some items he missed on my original inventory such as bed frame and that the additional funds requested would cover my household goods in case it was over my original quote. When the movers arrived to pick up my stuff I was told that my move would cost almost another $1500. And the communication during the move was awful and when I did speak to someone He was rude and short. I was also told I was to provide 50 percent up front and 50 percent upon drop off. The movers required 70 percent and the other 30 percent at drop offwhich I am still waiting on my goods but receiving no communication from the broker or the actual moving company. DO NOT ISE THIS COMPANY. I now realize I should have read the other 15 complaints before choosing this company to assist with my move. I will never make the same mistake.

  Business Response

  Date: 02/03/2023

  you were picked up on 1/31/23. You added items prior to pickup increasing your price and had additional items on pickup that needed packing. You have been in contact with both the driver and **** in customer service. 

  Customer Answer

  Date: 02/08/2023

   
  Complaint: 19327294
  
  I am rejecting this response because:

  i was picked up on Jan 29, 2023 not the 31st. Also the additional $302 I paid was to cover additional items per ****** who has since blocked me. Also **** has told me he can not communicate with me any more bc I broke clause 21 by submitting a complaint. The trucking company only has 2 drivers registered with the *** and neither are being responsive. The drivers have actually missed 2 promised delivery dates and there is no assistance being offered by the broker and together the broker and the trucking company have collected a total of $3,090 but I have no idea when my items will be delivered nor is anyone responding to any calls. At a high level though the $302 was to cover additional items per ****** but that was not the case as stated in my original complaint I was charged an additional $1600 when the movers got thereAFTER they loaded my stuff and no one with the broker was answering calls to answer my questions as to why. AS STATED BEFORE.DO NOT DO BUSINESS WITH THIS COMPANY. Period.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/08/2023

  ****, you sent emails requesting information and I personally responded, everything you are stating is off putting in regards to the communication you are having with Trusted Moving and Storage. You have the drivers and carriers information. The delivery driver and the carrier are currently in route to deliver your belongings. You were picked up a week ago, and had additional items that increased your cost. We are not the carrier but will continue to respond in email writing as we have been thus far. 

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 19327294
  
  I am rejecting this response because **** called me and explicitly stated that Trusted Moving and Storage could no longer assist me due to me breaking clause 21? Are you saying that he did not and you will help facilitate this move because the only thing you have assisted me with since that conversation is providing my BOL and original estimate bc the link where I could get my own copy conveniently expired. As those documents were promised Monday and I eve had to follow up to get those just yesterday.right before you responded to my last BBB response. As stated before the driver has said he would be at my home to deliver 2 separate times now and had not showed or let me know in ********** was not going to show. I will attach the text thread so unless you have receipts that my things have been delivered I think this complaint is valid and merits no response from you.unless you plan on assisting in helping me get my items. I dont know when my things will get delivered bc the driver has only responded with **** and WORKING ON IT after both missed deliveries.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled a service and pay via check the $1,147 deposit right away . The agent said it was a great deal & unable to hold the price plus she said that it was fully refundable up to 5 days before the service (quote & payment 06/28/2022 & moving service 08/25). Due to a change in circumstances, had to cancel the service 08/04. After sending the email cancellation, was told the refund was going to be issued MINUS 10% ( cancellation fee), which was never informed. ***********************, who responded said I should have read the contract. I mentioned I was told that the deposit was fully refundable and no one can possibly read the entire contract while on the phone with the agent pressuring you to Esign it to "secure" a truck. Anyhow, he said that it would take 10 business days to get the refund check. IT IS NOW JAN 2023 AND I HAVE A BIGGER PROBLEM. I NEVER RECEIVED THE REFUND BACK. I sent an email back in October asking them what had happened and ************************* responded that the check had been mailed. I never received anything. She said she was going to mail it again to the confirmed address. She said it would take 10 days for me to receive the new check. All the month of December I have been sending emails, trying to call them to all the numbers I could find, tried to start chats in their site so that someone from that company reaches back to me, and I have not gotten a single response. Every phone number I dial says "it cannot be reached from my calling area". I AM DESPERATE FOR AN ANSWER AND MY REFUND, MONEY THAT I NEED FOR A MEDICAL PROCEDURE. I BEG YOU TO HELP ME OUT AND SOLVE THIS ISSUE ASAP. I am extremely worried about my money and beyond disappointed with the service provided. Never had I thought that almost 6 months later I was going to be dealing with this issue and needed the money so much.

  Business Response

  Date: 01/13/2023

  We have mailed out 2 refund checks to the address provided by the customer. If the customer will please email ******************************* we would be happy to cancel yet another check and find another way to issue the refund. We have not received any new emails about this second check not reaching the customer as well until this notification. I eagerly await to resolve this. 

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18729580
  
  I am rejecting this response because:

  Since January 20, after receiving the message from BBB, I have sent 3 emails directly to the company to the email provided WITHOUT a response (see attachment). Today, I sent an email with a delivery receipt request and I got it so the emails are going through (see attachment). I am in desperate need of a response. I am requesting a PHONE NUMBER from Trusted Moving and Storage THAT AN ACTUAL PERSON WILL ANSWER SO THAT WE CAN COORDINATE THE REFUND ASAP. I AM DESPERATE NOW AS MY MEDICAL PROCEDURE IS IN LESS THAN A MONTH. 

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

  Business Response

  Date: 01/31/2023

  As the attachments the customer sent, 2 refund checks have been mailed out to the customer. Please email ******************************* or call into our CS to provide address, Venmo, cashapp you would like the money sent to. ************** is our CS line 

• Initial Complaint

  Date:12/10/2022

  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.

  Date of service: October 27,2022. We hired Trusted moving and storage to deliver our belongings and furniture from ** to PA. We paid exactly $974.13. They promised to deliver our things to our new address in PA within 2 weeks. So at the end of the 2 weeks, I called the person (*****) I booked the move with and gave my new number. Then I asked when exactly they will be delivering my belongings. He said he did not know. Then a couple days later I received a email from an unknown email address at 7pm saying they were trying to deliver my belongings all day. But I never received a call or anything. So I called next day asking if they can give me a new delivery date and to know where my belongings were, they did not know. I then got a call from an unknown number saying my belongings were in ********** and that I had to pay an extra $600 for redelivery. I then called customer service back and then complained to them about it and that I was not paying an extra $600 for an issue that they caused. They never updated my information and was calling my old number. Even though I called in advance and updated it with customer service before the delivery date. I then wanted to be compensated for the inconvenience they caused and they refused to give me my belongings unless I pay the extra $600. I need help because my family and I do not have any of our belongings, they are holding my belongings hostage.

  Business Response

  Date: 12/26/2022

  Customer had there belongings picked up, when delivery was being attempted by the carrier, the customer did not answer her phone. The contracted carrier and ** tried several times. No answer. The carrier brought the customers belongings to storage where she incurred an additional fee for the additional transport. There were no other phone numbers on file and after searching the emails and messages of the Representative that serviced this job no additional phone numbers were provided. We are sorry you were not available to receive your items but this is not of our doing.

  Customer Answer

  Date: 12/27/2022

   
  Complaint: 18554985
  
  I am rejecting this response because:
  I DID give the carrier and the person I spoke to my correct number. So I did everything on my end. If the person I spoke to did not save my correct information, I dont think I should be penalized for that. That horrible customer service. All Im asking for is a refund because my services were not carried thru. And I had no information on where my storage was. So That I believe would be fair. At least 50% refund

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

  Business Response

  Date: 01/20/2023

  As stated before there is no record anywhere that the customer provided any numbers other than hers. The customer has been delivered. The customer again did not answer the phone for days while trying to be delivered. 

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18554985
  
  I am rejecting this response because: I did speak to ***** twice, which is one of the employees. And I gave him my new number, and he said he was going to save it. Like I stated before if he did not save it on his part, that is not my fault. You knew my email.
  
  Sincerely, 
  
  *************************

  Business Response

  Date: 01/24/2023

  Again, no number was provided. If you have any correspondence where the number was provided, we will handle our employee internally. If we had a number for you, why wouldn't we utilize it? Do you think the sales rep wanted additional headaches? The simplicity of the situation is that you did not give an updated phone number, you were out of the country and we were unable to deliver you. You have been delivered. 

• Initial Complaint

  Date:12/01/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed contract with company to move my household goods from ********* to ***** ** on 7/7/22. They in turn contracted Virgin Moving and Storage, ************************************************, ************. Property was to be picked up in ***** and stored in ***** until I found a home. Property was picked up on 9/26/22 by Virgin ********************************************** They stated that I would have 2 months of free storage. Ive reached out to both companies numerous times to see where property was stored. Never got a clear answer. I began calling for delivery of my property on 10/28/22 to go into a self storage facility that I was prepared to pay for here in ***** ** area but had to cancel the reservation due to not getting any confirmation of a delivery date but ultimately being told that the truck broke down in Texas, then told it broke down in GA. They did mention 2 different locations in GA. When I try calling Trusted Movng I get a run around from *********************. My contact in Virgin Moving is *****. I need my property as soon as possible. I am a 76 year old disabled female. I live alone and need my property in my empty house. Ive provided both companies of my delivery address. This has and is a stressful situation and very unhealthy for me. I am asking for your assistance is getting my property to me as soon as possible. I owe a balance of *******, which was/is to be paid on delivery. This payment will be in the form of a cashier check which I currently have in my possession. The Job # is S7936218

  Business Response

  Date: 12/01/2022

  Ma'am, we spoke with you today several times. You were picked up on 9/26, had FREE storage for your job. You have been in contact with us just a few hours ago along with the carrier who has your belongings and has been communicating with you about delivery for your **** mile route. I am unsure as to why you have submitted a complaint, you have the carriers information and we have been working with you to get the delivery expedited. As explained earlier Virgin moving has your belongings and has communicated with you. Any further questions you can email to *******************************

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18488571
  
  I am rejecting this response because:  Trusted moving states that I received 2 months free storage.  Well looking at my original estimate from trusted moving of ******* then at my estimate by Virgin movers *******, I think I paid more than my share of storage (see attached).   If I was to pay storage my property should have been stored in the ***** area as I initially requested.   My property was ultimately delivered on Saturday 12/3/22 by Black Ice Transportation, who placed items in requested room but would not put anything together (ie beds, TV that was mounted on a stand, my dining room table)  that was disassembled by Virgin Movers.   **** the driver from Black Ice said that he was just the driver and was not paid to put anything together.  Very disappointed in the company I chose to move my personal property.   At this point until I am able to go through all my property, I am relieved that I have my household goods.  Thank you.  
  
  Sincerely,
  
  ****************************************

  Business Response

  Date: 12/07/2022

  So the customer received the free ********************** and was delivered? why are we speaking on this platform? Virgin movers serviced your job and mounting T.V's is not considered reassembly of furniture. The customer had her service picked up stored and delivered. This is rather ridiculous. 

  Customer Answer

  Date: 12/23/2022

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

• Initial Complaint

  Date:11/16/2022

  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.

  Intentional dishonesty with this company taking advantage of consumers looking for assistance with moving. I used them to relocate my Mother from ******* to ************. The price and timeline they quoted me were both inaccurate. Almost a month late with the move and hundreds of dollars due at delivery that was above original quoted price. **************** is non-existing as they are just a broker but do not have a relationship with their sub contractors that necessitates open and clear communication with their clients move. Additionally was told by the contact at trusted moving and storage, ****, that they dont know what happens to the move once they hand it over. Very deceitful and dishonest.

  Business Response

  Date: 11/16/2022

  Customer was picked up on 9/8, on 9/26 we were provided with a new delivery address due to us being notified mid transport that his mother was in the hospital and delivery needed to be delayed. We were in contact with both the customer and the carrier, in which we have a great relationship with, customer has been successfully delivered and the additional $200 was for extra space taken up on the truck. If the customer has any further complaints please email me directly at *******************************

  Customer Answer

  Date: 11/28/2022

   
  Complaint: 18411547
  
  I am rejecting this response because it does not address the fact that they practice deceitful business tactics. Simply put, the quoted delivery time was wildly inaccurate. The final price paid, even after updating the item list prior to pickup, was not what was quoted. Additionally, the change of address was 2.2 miles/9 minutes away from the original delivery location. A delay of delivery was never requested by me nor with the short distance between the two locations, should it have caused a delay on their end.

  This company knowingly takes advantage of customers looking to move their items quickly and securely. During the majority of the move, I could not get an update as to where the items were or when they would be delivered. Having a good relationship with the movers you contract out to should result in a clear understanding as to where your clients items are in transit and when they can expect them. This is not the case with Trusted Moving and Storage.

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

  Business Response

  Date: 11/29/2022

  Delivery Can not be initiated by the carrier until a delivery address is provided, regardless of the distance from the original one sir. A carrier simply cant just hold a customers belongings in a truck without accurate information as to where it is being delivered. Imagine if a flight was taking off without a destination in mind, it simply is not plausible. The customers delivery is complete and I am unsure of what resolution the customer is looking for at this point. Please email me directly if you have any other inquires or issues at *******************************

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18411547
  
  I am rejecting this response because website does not prominently display that they are a broker rather than the actual movers. Clients should be made aware of this through the website, through email/telephone communications and it should be clearly stated in the paperwork prior to signing.

  Additionally, almost every complaint about this company mentions the same two issues: price agreed upon is not what delivery drivers require to deliver items (ie they ask for more money than what was quoted) and delivery time are inaccurate. Both these issues need to be clearly addressed and corrected before I will accept a response.

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

  Business Response

  Date: 12/15/2022

  This is the signed agreement, as we are not the carrier I will request the Bill ** Lading from the carrier directly. The customer would have a signed copy of the Bill of Lading.

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18411547
  
  I am rejecting this response because bottom line this contract has all the same language of any other moving company, however the estimates you provide, regardless of timeline or price, are knowingly false. This agreement was signed on 9/6/22 with the estimate given of a *** of 28 days for delivery. The furniture did not arrive until 11/4/22 one full month past the estimate. During this time, no guidance was providedin fact they admitted they had no idea where my furniture was. Remaining balance after signing was also misquoted. Other reviews of this business will show much more of the same. This business knowingly misleads its prospective clients in an attempt to secure customers and then grossly underperforms. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/06/2023

  As the broker for this move, we do not deliver items. The carrier delivers the items and this customers belongings were delivered. 

• Initial Complaint

  Date:11/15/2022

  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 hired Trusted Moving and Storage in Sept 2022 to move my stuff from ********** to ********. I paid $934.42 to secure the contract. My things were picked up Sept 27. He quoted me $2200 to be paid in 3 installments. I paid the 2nd installment when my items were picked up on Sept 27. Since then I have gotten the run around. Nobody can give me a delivery date. I have called numerous times as well as emailed and still no information. I am living out of a suitcase without my things for 1 1/2 months and no clue who has my things or when I can have delivery.

  Business Response

  Date: 11/16/2022

  This customer had 30 days of free ********************** on their agreement and was picked up on October 2nd. From **************** to ******** is over **** miles. She has been in contact with the carrier who is still coordinating the delivery. On her moving agreement she received free storage. I am unsure as to why there is a complaint. 

• Initial Complaint

  Date:10/26/2022

  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.

  (TX to CA) dot2129334 7 hours late picking up our things, we had no communication from these people and had to **** them down ourselves to find out if they were even still coming because their offices were closed.It took 3 men 3 hours to pack a one bedroom apartment (we already boxed up) onto a rickety unlabeled truck. I've never seen slower moving people.SO MUCH DAMAGE was done to our things.****, the woman who estimated our move for us has blocked my email after I tried to inquire about our reimbursement for damages.**Our estimate was $3.5k and the final bill was over $10k**

  Business Response

  Date: 10/27/2022

  ***********, your contract was for $7,687.89 for **** cubic feet of space. Please see attached documentation. You took up a full box truck of **** cubic feet of space which would cause an increase of cost due to more belongings being on your service order. We communicated with you and the carrier prior to pickup to try and get them there in a timely manner but there were delays. Any additional questions please contact us at *******************************

• Initial Complaint

  Date:10/25/2022

  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.

  We booked a cross-country move through the brokerage, Trusted Moving and Storage who represented themselves as a moving company via telephone and later sold our contract to ********** Moving, LLC. We were given an original quote of $3,903.65 solely based on photos of our items and not the weight of the items. This also included delivery within **** days as shown in text messages. When the movers arrived they demanded a new total of $10,237.01 before loading our items and informed us delivery could take up ***** days. We paid half of the new total, including an additional $1,500 for "P.G.S. pickup/delivery service" to ensure our items would arrive in the timeframe **** originally quoted us. We received no updates on the locations of our items and on Saturday, 10/16/2022, I filed a police report for theft of items. The police officer stated that he spoke to ****** from Trusted Moving and Storage and ****** agreed to contact us. The company called on 10/17 and said they had no information on our belongings, despite the contract claiming to provide door to door service. The moving company also stated that the brokerage was responsible for providing updates on the move, which we received none. After receiving the run around from the moving company, we reached out to the brokerage again. I received no answers or call backs and still have not at the time of this complaint. We reached out from a different number on 10/19 and spoke to **** who stated their company will no longer work with us because the manager, ******, is upset we called the police. This is in direct breach of their contract. The contract states "This estimate includes the following: Professional Door-to-************* Expert advice and guidance throughout the course of your move."

  Business Response

  Date: 10/26/2022

  This is extremely inaccurate. The customer on pickup made arrangements for expiated delivery. The carrier is stating their truck broke down and communicated that with the customer and with us. We have been in contact with the customer and the police. The customer called the police because they did not believe the carrier were having maintenance issues with the truck. The carrier already expressed to the customer that they would be reimbursed for the expedited delivery fee. The customer has the carriers information and has been in contact with them regularly, the customer calls into our office routinely and we expressed that the carrier would be the company to assist them with the delivery, not us. The claim that I am mad about the customer calling the police is off basis. As far as any price increases, the customer took up more space and had additional packing needs that would increase the price. We would be happy to further communicate with you and assist with the carrier, simply email me at ******************************* 

• Initial Complaint

  Date:09/21/2022

  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 07/18/2022 I called Trusted Moving and Storage LLC on the phone and spoke with a very nice woman named *******************. On the phone, we discussed getting 24ft of a semi-truck for $5297.60 for a move from ******* ** to *******************. This included an adjustable rate and the price could change depending on if I used more or less space. She then wrote the quote and told me that the quote will be written in cu/ft instead of linear ft as per their company policy and assured me all the numbers would match. We even discussed calling my local city department to obtain a residential parking permit for the truck. I signed the document and paid a $1729.64 deposit with her. From this moment on I have never been able to communicate with *******************. All of my emails, text, and calls would be answered by other fairly rude and pushy employees. Two days before the movers were supposed to arrive Trusted Moving called me to confirm everything. This is when I was told that I was not receiving a semi-truck and that I was going to receive a 20ft box truck. I told them that I was supposed to receive a 24ft section of a semi-truck. Their response was that the contract was for 954 cf but that they could bring a 24ft box truck for me if I needed the additional space and that the additional charge would be approximately $3,000 more or a 26ft truck for approx $5500 more. They also notified me that if I used less space I would not be refunded for that space. I canceled the contract and due to it being within 10 days of delivery they refused to refund my deposit. I believe this company to be extremely deceitful and that their purpose is to use uncommon lingo to trick you into signing a ridiculous contract from what appears to be a trusted source and then charging you extreme rates on the back end while they hold your household goods hostage.

  Business Response

  Date: 09/22/2022

  Sir, this is your signed agreement for 954 cubic feet of space based on the information provided by the customer that is what was agreed to and signed off on. 

   

  Electronic Signature:
   stating the intent to cancel the estimate.  A 10% cancellation fee of the deposit will be charged on all refunds.  If the first scheduled pickup date is within 10 business days of the date the reservation was made, then deposits are non-refundable. Moves cancelled inside of 10 Business Days of the first available pick up date, are only entitled to receive a credit of the deposit for future interstate moving services to be used by the cardholder within a 12 month period from the date of cancellation.  All refunds will be processed by the next billing cycle
  
  Document Emailed On: Friday, 08/05/2022 03:12:25 PM (ET)
  Document Signature Name: *****************************
  Document Signature Email: ***************************************
  Document Signature Date: Friday, 08/05/2022 03:27:12 PM (ET)
  Document Signature IP Address: 198.148.28.109
  Internet Browser: Safari
  ------------------------------------------------------------------------------------
  
  
  Binding Moving Estimate Reference No: S7936839 
  Trusted Moving and Storage **************************************************************************************** 33409
  ** DOT: 3778720   MC: 1351900
  Customer
  Rep: *******************
  Phone: **************  
  Direct: **************
  Email: *******************************
  Web: http://trustedmovingandstorage.com
  Moving From Moving To
  **********************************;
  
  *******, ** 38018 
  Phone: **********
  Phone: **********
  *************************************** ************************************************************************************************* Details
  Job No: S7936839 
  Estimate Date: 08/05/2022 
  Representative: *******************; 
  Visual Type: Waived 
  The shipper has elected to waive the physical and virtual survey and signed the waiver agreement before the shipment is loaded in accordance with 49 CFR ******* (a).
  Move Type: Residential Long Distance, **** miles 
  Estimated Volume: 954 cf. (**** lbs)  
  Estimated Rate: $4.00 per cf
  Move Day:  Tuesday/Wednesday 
  Requested Move Date:  09/06/2022-09/07/2022 
  Created On: 07/18/2022  Relocation Estimate 
  Total Tariff  $9584.00
  Tariff Discount: *****% -$5768.00
  Basic Estimate Price  $3816.00
  Fuel Surcharge: 10.00 %  $381.60
  Origin and Destination Fee   $1100.00
  Basic Valuation Protection:
  $**** per lbs. per article
  $0.00
  Total Moving Estimate  $5297.60
  Customer Payment   $1729.64
  Full Value Protection Amount of Liability: $40,068.00 (Optional)
  Deductible Levels: $0 $250 $500 $750 $1000 $1500
  Valuation Charge: $0.00 $0.00 $0.00 $0.00 $0.00 $0.00
  Total Estimate Plus
  Valuation Charge: $5297.60 $5297.60 $5297.60 $5297.60 $5297.60 $5297.60
  Customer's Initials: x_________ x_________ x_________ x_________ x_________ x_________
  WARNING: If a moving company loses or damages your goods, there are 2 different standards for the company`s liability based on the types of rates you pay. BY F**ERAL LAW, THIS FORM MUST CONTAIN A FILL**-IN ESTIMATE OF THE COST OF A MOVE FOR WHICH THE MOVING COMPANY IS LIABLE FOR THE FULL (REPLACEMENT) VALUE OF YOUR ***** in the event of loss of, or damage to, the goods. This form may also contain an estimate of the cost of a move in which the moving company is liable for FAR LESS than the replacement value of your goods, typically at a lower cost to you. You will select the liability level later, on the bill of lading (contract) for your move. Before selecting a liability level, please read Your Rights and Responsibilities When You Move, and Ready to Move Brochure provided by the moving company, and seek further information at the government website www.protectyourmove.gov
  Understanding Your Estimate
  
  This is an agreement between the customer listed above and ******************** LLC., based on the information provided by the customer. ******************** LLC, put this agreement together based on the list of items provided by the customer and services requested at the time this estimate was prepared. Your price may change based on the agreed-upon rate per pound and/or cubic feet if you add any additional items and or should you require any additional services.
  
  This estimate includes the following:
  Professional Door-to-Door service.
  Expert advice and guidance throughout the course of your move.
  Disassemble of all standard furniture required for safe movement at the origin.
  Reassembly for all items disassembled by the movers on the day of pick-up at destination.
  Wrapping of all furniture with quilted moving blankets.
  Itemized inventory indicating condition at origin of items.
  Loading & unloading of all goods.
  All transportation, taxes, tolls, mileage, and fuel surcharges.
  Standard cargo protection up to $10,000 based on **** cents per lb. per article; if selected at the time the estimate is prepared, estimated cost of the full value protection option at varying deductible levels (these are only estimates and the actual cost is determined by your selection on the carriers bill of lading according to carriers tariff).
  No freight elevator charges.
  No charge for packing tape and moving pads.
  No date change penalties for requests that are made 5 business days prior to the first available pickup date.
  
  
  Additional fees and *********** Services (if applicable to the move):
  If not included within the agreement, professional packing services are not included. However, it is at the discretion of the mover at the time of pickup to determine if items will require professional packing services. In these instances, additional charges will be applied. These items include but are not limited to the following: televisions, mirrors, glass tabletops, wall art, contents within dresser drawers, etc.
  Packing supplies, such as bubble wrap, shrink wrap, boxes, etc. are not included
  Items being transported that are not stackable, are considered Bulky items. A Bulky item charge will apply for those not stackable items, as deemed by the mover at the time of pickup.
  If there is more than one flight of stairs at your origin and (or) destination which require the movers to transport items beyond the first flight, there will be a charge of $75 per additional flight. There will be no charge for the first flight of stairs at either the origin or destination.
  Most movers within the Trusted Moving and Storage LLC. network perform the pickup and delivery using a tractor trailer (18 *******). Drivers must have the ability to park within 75 feet at both the origin and destination points to avoid long carry charges. Depending on the size of the job, long carry charges start at $150.00. If the tractor trailer cannot park within a reasonable distance, shuttle services may be required. ******* services begin at $300.00.
  
  ***** AND CONDITIONS:
  
  
  1. THE PROVISIONS OF THIS AGREEMENT, INCLUDING THE ***** AND CONDITIONS CONTAIN** HEREIN, REPRESENTS THE ENTIRE UNDERSTANDING AND AGREEMENT BETWEEN TRUSTED MOVING AND STORAGE LLC., (HEREAFTER TRUSTED MOVING AND STORAGE LLC.) AND CUSTOMER WITH RESPECT TO THE SUBJECT MATTER HEREOF AND SUPERS**ES ALL OTHER NEGOTIATIONS, UNDERSTANDINGS AND REPRESENTATIONS (IF ANY) MADE BY AND BETWEEN SUCH PARTIES, INCLUDING ANY REPRESENTATIONS MADE BY ANY ESTIMATOR. IN THE EVENT OF ANY CONFLICT BETWEEN THE ***** OF ANY ESTIMATE AND THE **** OF LADING, THE ***** OF THE **** OF LADING SHALL CONTROL. THIS AGREEMENT *** NOT BE AMEND**, SUPPLEMENT** OR WAIV** ORALLY, BUT ONLY IN WRITING, SIGN** BY BOTH TRUSTED MOVING AND STORAGE LLC. AND CUSTOMER AND MAKING SPECIFIC REFERENCE TO THIS AGREEMENT.
  
  2. CUSTOMER *** NOT ASSIGN ITS RIGHTS OR OBLIGATIONS UNDER THIS AGREEMENT WITHOUT THE PRIOR WRITTEN CONSENT OF TRUSTED MOVING AND STORAGE LLC..
  
  3. NOTHING IN THIS AGREEMENT, WHETHER EXPRESS** OR IMPLI**, IS INTEND** TO CONFER ANY RIGHTS OR REM**IES ON ANY PERSON OTHER THAN THE PARTIES HERETO AND THEIR RESPECTIVE LEGAL REPRESENTATIVES, HEIRS AND PERMITT** ASSIGNS, NOR IS ANYTHING IN THIS AGREEMENT INTEND** TO RELIEVE OR DISCHARGE THE OBLIGATION OR LIABILITY OF ANY THIRD PERSON TO ANY PARTY TO THIS AGREEMENT, NOR SHALL ANY PROVISION GIVE ANY THIRD PERSON ANY RIGHT OF SUBJUGATION OR ACTION OVER OR AGAINST ANY PARTY TO THIS AGREEMENT.
  
  4. CUSTOMER HAS HIR** ********************** LLC. AS A MOVING COORDINATOR/SHIPPER AGENT/BROKER AND NOT TO HANDLE OR OTHERWISE PARTICIPATE IN A MOVE AS A CARRIER IN ACTING AS A SHIPPER AGENT ONLY, TRUSTED MOVING AND STORAGE LLC IS NOT RESPONSIBLE FOR ANY ACTS OR OMISSIONS OF THE CARRIER OR ITS EMPLOYEES OR AGENTS. CUSTOMER MUST PURSUE THE CARRIER FOR ALL CLAIMS FOR PROPERTY DAMAGE AND PERSONAL INJURY OR DEATH, INCLUDING WITHOUT LIMITATION, ANY CLAIMS FOR DAMAGE TO PROPERTY, LOST OR STOLEN *****, DELAY** PICKUP OR DELIVERY, ACTIONS OF ESTIMATORS, DRIVERS, PACKERS OR MOVERS, OR OTHER TYPES OF CLAIMS. TRUSTED MOVING AND STORAGE LLC WILL ACT ON BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THE CARRIERS MAXIMUM LIABILITY IS LIMIT** TO THE LESSER OF THE FOLLOWING: (A) THE AMOUNT OF THE ACTUAL LOSS OR DAMAGE, (B) AN AMOUNT EQUAL TO SIXTY CENTS (60 CENTS) PER POUND MULTIPLI** BY THE ACTUAL WEIGHT (IN POUNDS) OF THE LOST OR DAMAG** ARTICLE; OR (C) THE LUMP SUM DECLAR** VALUE.
  
   5. AS A PROPERLY LICENS** INTERSTATE MOVING COORDINATOR/SHIPPER AGENT/BROKER, TRUSTED MOVING AND STORAGE LLC. IS NOT A ***** CARRIER AND WILL NOT TRANSPORT AN INDIVIDUAL CUSTOMER/SHIPPERS HOUSEHOLD *****, BUT WILL COORDINATE AND ARRANGE FOR THE TRANSPORTATION OF HOUSEHOLD ***** BY ANY FMCSA AUTHORIZ** ***** CARRIER, WHOS CHARGES WILL BE DETERMIN** BY ITS PUBLISH** TARIFF. ALL ESTIMAT** CHARGES AND FINAL ACTUAL CHARGES WILL BE BAS** UPON THE CARRIERS TARIFF WHICH IS AVAILABLE FOR INSPECTION FROM THE CARRIER UPON REASONABLE REQUEST.
  
  6. CUSTOMER WILL BE SUBJECT TO ALL APPLICABLE LAWS AND THE GENERAL ***** AND CONDITIONS OF THE CARRIER, WHICH SHALL INCLUDE WITHOUT LIMITATION, 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.
  
  7. AS THE CUSTOMER, I AGREE TO PAY THE ***** CHARGES FOR THE MOVING COORDINATOR SERVICES TO BE PROVID** BY TRUSTED MOVING AND STORAGE LLC. I UNDERSTAND AND AGREE THAT MY DEPOSIT/FEE REPRESENTS ONLY A PORTION OF MY ***** ESTIMAT** SERVICE CHARGES, FOR SCH**ULING AND ROUTING PURPOSES. MY DEPOSIT/FEE IS NON REFUNDABLE AFTER PLACING THE RESERVATION FOR SCH**ULING PURPOSES. ALL REQUESTS TO CHANGE MY PICK UP DATE, OR PLACE THE MOVE ON HOLD, MUST BE MADE AT LEAST 5 BUSINESS ***S (SATUR***, SUN***S AND HOLI***S EXCEPT**) PRIOR TO THE PACK OR LOAD DATE (WHICHEVER APPLIES) LIST** ABOVE. I AM ONLY ENTITL** TO RECEIVE A CR**IT OF MY DEPOSIT FOR A FUTURE INTERSTATE MOVE WHICH I MUST USE WITHIN A 12 MONTH PERIOD FROM THE DATE OF MY ORIGINAL RESERVATION. ALL DEPOSITS WILL SHOW ON YOUR ****ING CYCLE UNDER TRUSTED MOVING AND STORAGE LLC.
  8. IF ELECTING TO CANCEL YOUR MOVE WITH TRUSTED MOVING AND STORAGE LLC, WRITTEN NOTIFICATION MUST BE SENT TO *******************************. WRITTEN NOTIFICATION MUST BE RECEIV** NO LATER THAN 10 BUSINESS ***S PRIOR TO CUSTOMERS FIRST SELECT** AVAILABLE PICK-UP DATE. CANCELLATION REQUESTS RECEIV** BEFORE 10 BUSINESS ***S PRIOR TO CUSTOMERS FIRST SELECT** AVAILABLE PICK-UP DATE WILL RECEIVE A FULL REFUND, MINUS 10% . IF YOUR REQUEST TO CANCEL IS WITHIN 10 BUSINESS ***S OF YOUR FIRST AVAILABLE PICKUP DATE, THE DEPOSIT IS NON REFUNDABLE.
  
  9. CUSTOMER HAS ELECT** A "BINDING TO NOT EXCE**" *****, THE ***** COST WILL NOT EXCE** THE ESTIMAT** AMOUNT; PROVID**, HOWEVER THAT CUSTOMER PROVIDES ********************** LLC. WITH AN ACCURATE DESCRIPTION OF THE ***** TO BE MOV** AND THE SERVICES TO BE PERFORM**. CUSTOMER HAS REQUEST** TO HAVE AN ESTIMATE PROVID** FOR HIS/HER HOUSEHOLD ***** RELOCATION, IN ACCORDANCE WITH 49 CFR 371.113(C)(1), CUSTOMER AGREES TO WAIVE A PHYSICAL SURVEY OF THE HOUSEHOLD *****, AND ALTERNATIVELY AGREES TO RECEIVE A BINDING TO NOT EXCE** ESTIMATE BAS** UPON THE SHIPPER PROVID** ITEM LIST OF PROPERTY TO BE TRANSPORT**. IF ANY ADDITIONAL PIECES, PACKING SERVICES, WEIGHT OR LABOR SERVICES ARE ADD** AT THE ORIGIN OR DESTINATION TO THOSE QUOT**, THE CUSTOMER SHALL BE CHARG** FOR THESE SERVICES AT THE GOVERNING TARIFF RATES. CUSTOMER UNDERSTANDS THAT ********************** LLC. HAS A 286 CFMINIMUM ON ALL SHIPMENTS. ANY SHIPMENT BELOW 286 CF. WILL BE CHARG** AT THE 286 CF RATE. 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. ELABORATE FURNITURE ***** THAT NE** TO BE DISASSEMBL** AND/OR REASSEMBL** *** REQUIRE 3RD PARTY SERVICING OR ADDITIONAL LABOR AND SHOULD BE DISCLOS** TO YOUR ESTIMATOR AND INCLUD** IN YOUR ESTIMATE. DISCONNECTING AND/OR RECONNECTING OF APPLIANCES IS NOT INCLUD** IN THE *****. REASSEMBLY IS SUBJECT TO THE AVAILABILITY OF TOOLS AND/OR ALL PARTIES BEING AVAILABLE. THE PACKING AND UNPACKING OF BOXES IS ONLY INCLUD** IN THE ***** IF IT IS ITEMIZ** IN THE PACKING AND UNPACKING SECTION OF YOUR ESTIMATE; ALL MATERIALS/LABOR FOR UNDISCLOS** ***** WILL BE EXTRA.
  
  10. ALL OF THE ***** AND PROVISIONS OF THIS AGREEMENT, WHETHER SO EXPRESS** OR NOT, SHALL BE BINDING UPON, INURE TO THE BENEFIT OF, AND BE ENFORCEABLE BY THE PARTIES AND THEIR RESPECTIVE ADMINISTRATORS, EXECUTORS, LEGAL REPRESENTATIVES, HEIRS, SUCCESSORS AND PERMITT** ASSIGNS.
  
  11. 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, PROCE**INGS, PENALTIES, FINES, COSTS, AND EXPENSES (INCLUDING ALL REASONABLE ATTORNEYS FEES) RELATING DIRECTLY OR INDIRECTLY FROM ANY BREACH OF THIS AGREEMENT BY CUSTOMER.
  
  12. IT IS AGRE** BY THE PARTIES AS MANDATORY THAT THIS AGREEMENT SHALL BE GOVERN** BY THE INTERNAL LAWS OF THE **************** WITHOUT REGARD TO THE PRINCIPLES OF CONFLICTS OF LAW. ANY DISPUTE ARISING OUT OF OR RELATING TO THIS AGREEMENT SHALL BE BROUGHT IN THE *****S OR RECORD OF THE **************** IN PALM BEACH COUNTY OR THE ***** OF *****************, SOUTHERN ******************* IN ********** *******. IF ANY PARTY DOES NOT HAVE A REGISTER** AGENT TO ACCEPT SERVICE OF PROCESS IN ******* OR IS NOT OTHERWISE SUBJECT TO SERVICE AFTER REASONABLE ATTEMPTS, THEN SUCH PARTY AGREES TO ACCEPT SERVICE OF PROCESS BY **** MAIL.
  
  13. IN THE EVENT OF ANY CONTROVERSY ARISING UNDER OR RELATING TO THE INTERPRETATION OR IMPLEMENTATION OF THIS AGREEMENT OR ANY BREACH THEREOF, TRUSTED MOVING AND STORAGE LLC. SHALL BE ENTITL** TO RECOVER ALL OF ITS ***** COSTS, COLLECTION FEES, EXPENSES AND REASONABLE ATTORNEYS FEES (INCLUDING, WITHOUT LIMITATION, ALL PRE-TRIAL, TRIAL AND APPELLATE PROCE**INGS), IN ADDITION TO ANY OTHER RELI** TO WHICH IT *** BE ENTITL**. IN THE EVENT THAT TRUSTED MOVING AND STORAGE LLC. PURSUES THE COLLECTION OF ANY AMOUNTS DUE TO IT UNDER THIS AGREEMENT, TRUSTED MOVING AND STORAGE LLC. *** RECOVER THE FULL TARIFF RATE ON ALL ***** AND SERVICES PROVID**, IN ADDITION TO ALL OTHER REM**IES AVAILABLE TO IT AT LAW AND IN EQUITY.
  
  14. ALL PICKUP, LOAD AND/OR DELIVERY DATES ARE ONLY ESTIMATES. TRUSTED MOVING AND STORAGE LLC. WILL NOT BE RESPONSIBLE FOR LOSS OR DAMAGES INCURR** BY UNAVOIDABLE DELAY. 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, EXPRESS** OR IMPLI** REGARDING PACK, LOAD, AND/OR DELIVERY DATES.
  
  15. ***** CARRIER NEUTRAL ARBITRATION PROGRAM: THE ***** CARRIERS NEUTRAL ARBITRATION PROGRAM HAS BEEN DESIGN** TO GIVE NEITHER PARTY ANY SPECIAL ADVANTAGE. IF A DISPUTE ARISES BETWEEN THE CARRIER AND THE SHIPPER ARBITRATION *** BE A MUTUALLY BENEFICIAL ALTERNATIVE TO HELP RESOLVE THE DISPUTE. SECTION 49 U.S.C. SECTIONS ******* PROVIDES THAT A MOVER MUST HAVE A PROGRAM IN PLACE TO PROVIDE SHIPPERS WITH AN ARBITRATION ALTERNATIVE. ARBITRATION IS OPTIONAL AND NOT REQUIR** UNDER F**ERAL LAW. SUMMARY OF THE ARBITRATION PROCESS: ARBITRATION IS AN ALTERNATIVE TO *****ROOM LITIGATION. IT PROVIDES EACH PARTY TO THE DISPUTE TO PRESENT THEIR ****S AND ALLOWS A NEUTRAL THIRD PARTY ARBITRATOR TO MAKE DECISIONS AS TO THE ***** OF EACH SIDE'S ****. ARBITRATION SUBJECT TO THIS AGREEMENT SHALL BE CONDUCT** VIA WRITTEN SUBMISSION AND, SUBJECT TO THE ARBITRATORS DISCRETION, THROUGH TELEPHONIC APPEARANCE. AFTER THE INITIAL FILING FEES HAVE BEEN PAID AND THE ARBITRATOR SELECT**, THE INITIATING PARTY OR (CLAIMANT) MUST SUBMIT A WRITTEN BRIEF SUMMARIZING THEIR LEGAL POSITION AND FACTUAL CLAIMS. ALL SUPPORTING DOCUMENTATION MUST BE INCLUD** WITH THE INITIAL ARBITRATION BRIEF. COPIES OF ALL DOCUMENTS MUST BE SUBMITT** TO ALL PARTIES INVOLV** IN THE ARBITRATION. UPON RECEIPT OF THE CLAIMANT'S ARBITRATION BRIEF AND SUPPORTING DOCUMENTS, THE RESPONDING PARTY OR (RESPONDENT) WILL HAVE 30 ***S TO FILE THEIR RESPONSIVE ARBITRATION BRIEF AND SUPPORTING DOCUMENTATION. FURTHER DEADLINES AND **** TABLES ARE SUBJECT TO THE ARBITRATORS DISCRETION. LEGAL EFFECTS; IF THE ARBITRATION ALTERNATIVE IS CHOSEN, THEN ANY DECISION MADE BY THE ARBITRATOR *** BE BINDING. ADDITIONALLY, AN ARBITRATION DECISION *** NOT BE APPEAL** IN A ***** OF LAW. ALL PARTIES AGREE THAT THE ARBITRATORS DECISION WILL BE BAS** EXCLUSIVELY ON THE GOVERNING ************* F**ERAL LAW WITHOUT REGARD TO CONFLICTING STATE LAWS OR REGULATIONS. APPLICABLE COSTS EACH PARTY IS RESPONSIBLE FOR THEIR OWN COST ASSOCIATE ** WITH ARBITRATION. A BENEFIT TO THE ARBITRATION ALTERNATIVE *** BE THAT IT IS LESS EXPENSIVE THAN TRADITIONAL LITIGATION. EACH PARTY IS RESPONSIBLE FOR 50% OF THE COST ASSOCIAT** WITH SECURING THE ARBITRATOR AND 100% OF THEIR OWN EXPENSES, INCLUDING BUT NOT LIMIT** TO ATTORNEY FEES.
  
  16. UPON BOOKING, A DEPOSIT FEE IS REQUIR** TO BE PAID BY CHECK, ZELLE, BANK WIRE AND OR DIRECT DEPOSIT INTO COMPANY ACCOUNT. UPON PICKUP CARRIER PAYMENT WILL BE DUE IN THE FORM OF CASH, CERTIFI** CHECK, OR CASHIER'S CHECK OR POSTAL MONEY ORDER. THE REMAINING BALANCE MUST BE PAID IN FULL UPON DELIVERY BY CASH OR POSTAL MONEY ORDER. THE CARRIER RESERVES THE RIGHT TO COLLECT UP TO 70% OF BALANCE DUE PRIOR TO THE ***** LEAVING THE ORIGIN STATE. SUBJECT TO F**ERAL LAW, PAYMENT IN FULL OF ALL CHARGES IS REQUIR** BEFORE DELIVERY AND PRIOR TO UNLOADING.
  
  17. THE CUSTOMER UNDERSTANDS AND AGREES THAT SHOULD THE CUSTOMER FAIL TO EXECUTE OR RETURN THIS AGREEMENT, BY ALLOWING A CARRIER DESIGNAT** BY TRUSTED MOVING AND STORAGE LLC. TO PICK UP THE CUSTOMER'S BELONGINGS, THE CUSTOMER EXPRESSLY AGREES AND CONSENTS TO THE ***** CONTAIN** IN THIS AGREEMENT.
  
  18. CUSTOMER ****** KNOWINGLY, VOLUNTARILY AND INTENTIONALLY WAIVES THE RIGHT TO A TRIAL BY JURY IN RESPECT OF ANY LITIGATION BAS** HEREON, OR ARISING OUT OF, UNDER OR IN CONNECTION WITH THE ***** AND SERVICES OBTAIN** HERE UNDER, THE MOVE, OR ANY COURSE OF CONDUCT, COURSE OF DEALING, STATEMENTS (VERBAL OR WRITTEN) OR ACTIONS OF TRUSTED MOVING AND STORAGE LLC. OR THE ****** CUSTOMER ACKNOWL**GES THAT THIS WAIVER CONSTITUTES A MATERIAL INDUCEMENT TO TRUSTED MOVING AND STORAGE LLC. TO ENTER INTO THIS AGREEMENT.
  
  19. 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 CR**IT 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 ADHER** TO BY TRUSTED MOVING AND STORAGE LLC., FORFEITS THE RIGHT TO DISPUTE THIS CLAIM WITH THEIR ISSUING CARD PROVIDER.
  
  20. AS THE CUSTOMER, I AGREE THAT ANY REFUSAL OR DENIAL OF SERVICE, EITHER VERBALLY IN PERSON OR OVER THE ****** WILL BE TREAT** AS A LATE CANCELLATION MADE OUTSIDE OF THE CANCELLATION WINDOW. I UNDERSTAND THAT NO REFUND WILL BE ISSU** IF I REFUSE OR DENY SERVICE ON THE *** OF PICK UP. IF I CLAIM THAT SERVICE WAS NOT RENDER** I MUST PROVIDE NOTICE OF ANY SERVICE FAILURE MADE BY TRUSTED MOVING AND STORAGE LLC., IN WRITING TO *******************************. TRUSTED MOVING AND STORAGE LLC., WILL NOT BE REQUIR** AT ANY **** TO PROVIDE PROOF OF SERVICE DENIAL. THIS WILL BE THE CUSTOMERS RESPONSIBILITY. AS THE CUSTOMER, I AGREE TO THE APPLICABLE ***** AND CONDITIONS RELATING TO PICK UP AND DELIVERY DATES DETAIL** IN SECTION 14. I AGREE THAT TRUSTED MOVING AND STORAGE LLC., DOES NOT HAVE THE ABILITY TO OBTAIN SIGN** DOCUMENTATION VERIFYING A SERVICE REFUSAL. AS THE CUSTOMER, I AGREE THAT ********************** LLC., WILL NOT BE REQUIR** TO PROVIDE PROOF OF SERVICE IN THE **** OF A SERVICE DENIAL OR REFUSAL OF SERVICE. TRUSTED MOVING AND STORAGE LLC., RESERVES THE RIGHT TO RETAIN THE DEPOSIT OF THE CUSTOMER WHO VERBALLY REFUSES OR DENIES SERVICE WITHOUT WRITTEN DOCUMENTATION.
  
  21. AS THE CUSTOMER I AGREE TO ADDRESS MY CONCERNS PROFESSIONALLY WITH MY MOVING COORDINATOR, TRUSTED MOVING AND STORAGE LLC., DIRECTLY. I AGREE THAT I WILL NOT EXPRESS MY CONCERNS OR EXPERIENCES WITH TRUSTED MOVING AND STORAGE LLC., IN A MANNER THAT *** DAMAGE THE COMPANYS UPSTANDING NAME AND REPUTATION IN A PUBLIC FORUM. I UNDERSTAND THAT I *** EXPRESS MY OPINION AND EXPERIENCES PUBLICLY ONLY AFTER I HAVE GIVEN TRUSTED MOVING AND STORAGE LLC. SUFFICIENT **** TO ADDRESS MY CONCERNS, AND THE ***** AND CONDITIONS OF THE CONTRACT ARE NOT UPHELD. ANY FALSE CLAIMS OR MISCONSTRU** FACTS I OFFER TO THE PUBLIC WHILE REQUESTING REFUND OR CLAIMS WILL FORFEIT THOSE CLAIMS IF I PUBLICLY ADDRESS THESE ISSUES WHILE CLAIMS OR REFUNDS ARE STILL BEING CONTEST** OR REVIEW**.
  
  22. IN SIGNING THIS AGREEMENT, I THE CUSTOMER, AGREE THAT; ********************** LLC., HAS PROVID** A DAT** COPY OF THE ESTIMATE AND CHARGES AT THE **** I SIGN** THE AGREEMENT. TRUSTED MOVING AND STORAGE LLC. HAS PROVID** ME WITH NOTIFICATION OF THE METHODS OF PAYMENT REQUIR** TO PAY THE ***** CARRIER FOR BALANCES DUE. ALL COSTS AND CHARGES ARE CLEARLY INDICAT** ON THIS ESTIMATE, AND THE CHARGES REPRESENT** ON THIS ESTIMAT** ARE ONLY FOR THE SERVICES AND INVENTORY SPECIFICALLY INDICAT** ON THIS ESTIMATE. TRUSTED MOVING AND STORAGE LLC., SALES REPRESENTATIVE VERBALLY CONFIRM** THEIR ROLE AS A MOVING BROKER/COORDINATOR TO ME OVER THE ***** PRIOR TO PLACING THIS RESERVATION. IN CANCELING THIS RESERVATION, I WILL NOT BE ENTITL** TO A REFUND OF MY DEPOSIT UNLESS MANAGER APPROVES OTHERWISE IN TURNING DOWN OR DENYING SERVICE I WILL NOT BE ENTITL** TO A REFUND OF MY DEPOSIT UNLESS MANAGER APPROVES OTHERWISE.
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   stating the intent to cancel the estimate.  A 10% cancellation fee of the deposit will be charged on all refunds.  If the first scheduled pickup date is within 10 business days of the date the reservation was made, then deposits are non-refundable. Moves cancelled inside of 10 Business Days of the first available pick up date, are only entitled to receive a credit of the deposit for future interstate moving services to be used by the cardholder within a 12 month period from the date of cancellation.  All refunds will be processed by the next billing cycle
  
  Document Emailed On: Friday, 08/05/2022 03:12:25 PM (ET)
  Document Signature Name: *****************************
  Document Signature Email: ***************************************
  Document Signature Date: Friday, 08/05/2022 03:27:12 PM (ET)
  Document Signature IP Address: 198.148.28.109
  Internet Browser: Safari
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  Customer Answer

  Date: 09/22/2022

   
  Complaint: 18060013
  
  I am rejecting this response because: This issue isn't the contract. I thoroughly understand the contract as it was explained to me two days before the truck was supposed to arrive. The issue is that you used deceptive practices to get me to sign it in the first place. Your "sales tactics" directly break the laws established in Section 5(a) of the ************************ Act. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/23/2022

  If you could email ******************************* any proof of this claim, that would help. However there is nothing on our end that suggests that sir. ** you just stated, you understand the contract, I am still at a loss of what practices were deceived you on. Please provide the email address provided with the allegations you are making and we will gladly revisit a potential reimbursement of funds. The employee in which you have mentioned, is no longer employed by trusted moving and storage and after searching her email records there is nothing to support your claim, Looking forward to your email correspondence. 

  Customer Answer

  Date: 09/30/2022

   
  Complaint: 18060013
  
  Please send the phone recording of my conversations with ***************. That will have the evidence of my agreement and understanding that we were going to receive a 24ft section of a semitruck and not what you scheduled to come to our residences resulting in the cancelation. 

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

  Business Response

  Date: 10/07/2022

  ***, there is no phone recording for the calls in which you had with **************. If there was recordings, there would have to be mutual consent for any and every phone call had.

• Initial Complaint

  Date:09/02/2022

  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 July 14th, 2022 we secured a contract with Trusted Moving and Storage for a move from GA to WA. The reference number is S7935507. The binding moving estimate is $7832.95 and a deposit of $2297.37. This estimate included professional door-to door service, guidance through the move, itemized inventory, loading and unloading, etc. The agreement is a "binding to not exceed" price as long as we provided accurate information. We had 2 storage locations- one which is 26 feet and the other which is 10 feet. We also provided an estimate on the number of boxes and itemized all large items including furniture. Trusted grossly miscalculated the square footage and gave a price that is $9000 less than the moving company they hired.The moving company was scheduled to be in GA at **** on 8/6/2022. They were over 4 hours late. I believe this is a scare tactic to force us into paying the greater amount due to not having another option. Two men that did not speak English and admitted to not being movers showed up in a 26 foot UHaul. There was no professional moving team or semi trailer as discussed and as indicated in the contract. There was not enough room in the truck for our belongings and they had to rent a second truck. Only 1 of the men had a driver license so they had to leave the second truck unsecured until they could find a second driver the next day. We attempted to contact Trusted with all of our concerns that day and for the past 4 weeks. ***************** was our senior relocation specialist and has never responded. "****" is the cs rep and he instructed us we were not allowed to speak with a manager and it was our fault the cost and service were wrong because we "aren't intelligent enough to do math." Both have blocked our numbers from being able to contact with concerns. All of my emails to **** and to the info@trusted have gone unanswered. We have not received any of our belongings or any offer of explanation or resolution.

  Business Response

  Date: 09/06/2022

  The customer hired TMS to coordinate their move to a licensed and bonded carrier for their **** cubic foot move. Prior to pickup we made several attempts to contact the customer to discover they were in the ****************** on vacation and we not able to do a quality assurance call (call designed to verify the inventory to make sure there was nothing that needed to be added to the inventory in prevention of price increases and truck size availability). The customer took up more space and has more items that were on the signed agreement, per the licensed carrier. Mr. *********************** called in to **************** and started making violent and discriminatory statements about our customer services  sexual orientation, stating " I can tell that you're a F****T, you probably got bullied your whole life, I am surprised you haven't killed yourself by now because you should." We do not take kindly to this and have been talking to the proper channels about how to deal with hate speech and harassment. ****************** than had his partner(person who filed the complaint) call in. The customer have the carriers information and can communicate with them, I would hope as a human being the two of them change their mindset and how they speak to those who are different than them. Their job is in transit and is scheduled for delivery.