Complaints

This profile includes complaints for Graceful Moving Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Graceful Moving Group

  West Palm Beach, FL 33409-3304

• 

  Graceful Moving Group

  500 S Australian Ave STE 600 West Palm Beach, FL 33401-6237

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:09/22/2023

  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.

  They promised to move our things from ******** to Georgia, but have stolen them instead. All three companies are SCAMS. They are holding our items valued at $87,000 hostage. Check the ***** website they have more complaints than moving trucks in their fleet. Graceful moving, Moving Solutions, and Cross Country Movers from **********

  Business Response

  Date: 12/21/2023

  We are your booking agent, not your carrier, we have never had physical possession of your items, your carrier did. Furthermore, your carrier is not holding your items hostage. You signed a federal bill of lading agreeing to the charges and when they tried to deliver you refused to pay your delivery balance. If you refuse to pay your delivery balance, they cannot deliver your items. 

  Customer Answer

  Date: 12/22/2023

   
  Complaint: 20644548
  
  I am rejecting this response because:

  Graceful Moving never disclosed being an agent. Also, I never signed a new Binding Estimate which agrees to cost. Bill of Lading is for transport only per FMCSA guidelines. They also never disclosed that Moving Solutions LLC was a different company.

  We never agreed verbally for Cross Country Movers to have our things or signed anything with them at all. We tried to to pay them in cash $699 balance owed including tips. They refused and left before the police arrived. After we found them and blocked them from leaving they produced forged documents pretending to be Moving Solutions LLC, but we took the license plate and DOT#. They were in fact Cross Country Movers. Holding our items valued at $89,000 over a dispute of $2000 is illegal per the GAMCCD, ******* District Attorney, ******** ************* and ********* ****************** Weve shared this with Attorney General for ********, **********, and ******* collectively. GAMCCD verified that all three businesses included yours are using undeliverable addresses making them all fraudulent scam companies .

  We will proceed with formal litigation against all companies including Graceful Moving.

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

• Initial Complaint

  Date:08/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Graceful Movers should be put out of business! I wish we had read the complaints! We spoke with **** from the company about moving ** from ** to *****. He at first told ** it would be ******. We said we couldn't afford that. He asked us to go through our house and tell him what we had for items to be moved. We told him every item. He then came back with a figure of *****. We agreed that we could do that. We gave a deposit of *****. This was about 2 weeks before our move. 3 days before our move ***** calls from the company. She explains that they need a more exact listing of what we need to more. We told her that we told **** everything that was to be moved. She said she needed more exact measurements. We gave her the information. Then she kept me on hold for a few minutes and came back with a price of ******. I said," You have got to be kidding me! We can't afford that! I want my deposit back!" She said, " The truck is already on route so I can't give you your moneyback." This is because they called 3 days before instead of asking in the original call what the measurements were of our furniture. After 3 hours she said we can move everything for *****. We agreed since we had no choice because we already gave them *****. She also told me there we no packing charges. On 7-3 the movers came. The mover ***** informed me that there would be a $780 charge for packing. He also informed us that not all our items would fit in the space we were allotted. I was not about to give them anymore money so we rented a U-***** ****** movers and a storage unit which was way less than what it would have cost to move the rest of our items. We had looked into doing this to reduce our stress for moving, but it actually made our stress overwhelming. This is a classic bait and switch! We want the costs for the difference between the extra ***** back that this cost over our original phone call.

  Business Response

  Date: 09/13/2023

  We at Graceful Moving Group are your booking agent. As your booking agent we provide to you an estimate based on the inventory list that you provide to us over the phone. The accuracy of that estimate relies on the accuracy of the inventory list that is provided to us by the customer. Accurate descriptions of the items is imperative to receiving an accurate estimate and we do our best to provide you with an estimate that is as accurate as possible. Our ***************** team reaches out 2-5 days prior to your first scheduled pick up date to go over your final inventory list with you as is advised within your verification call at the time of booking. This call is to ensure that there are no changes that need to be made to the inventory list that was provided at booking. During your quality assurance call, you added more items to your inventory. You went from 132 pieces and **** cubic feet to 152 pieces and **** cubic feet. The only reason that the price increased during the quality assurance call is because you added items which cause an increase in space. In regards to any issues on site with the carrier, you did not contact our office during your pick up or after your items were picked up with any issues or concerns. We have no way to know about an issue if you do not advise us of one. Please contact our office so that we can review anything that *** have happened on site with you.

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20432457
  
  I am rejecting this response because: this is a total lie! When **** called we gave him an exact list of items to be taken.  My husband went around the house and told you every item!!!! The difference when ***** called was she asked for measurements.  She said they start with what is considered a small couch then ask for the dimensions a few days before.  THEY NEED TO ASK MEASUREMENTS DURING THE FIRST CALL!!!  Also, we asked to remove items to bring the price down! We didn't add more!! I would love to hear the tapes from the phone calls as they say they are recorded!  Also, I did call the company the day of but no one answered and I also texted *****! She never replied.  I CAN GET THE ***** RECORDS TO PROVE THAT!  When I spoke with ***** on that Friday before she told me more than **** cubic feet but when the truck got there she had listed **** cubic feet.  Also when she originally came back with the price of ****** I told we couldn't afford that.  She said the truck was on the way so we couldn't get our deposit of $,1900 back.   WHY WOULD THE ***** HAVE TO LEAVE 3 DAYS PRIOR FROM ********** TO *************.  After 3 hours on the phone with her, she came back and said she spoke with a supervisor and would do the **** cubic feet for 7,200.  YOU HAVE HORRIBLE BUSINESS PRACTICES! BE HONEST WITH YOUR CUSTOMERS BY TELLING THEM THAT YOU NEED THE MEASUREMENTS IN THE FIRST CALL.  DON'T S**** THEM OVER BY WAITING TILL THEY HAVE NO CHOICE BUT TO HAVE YOU TAKE THE ITEMS!!
  
  Sincerely,
  
  *************************************

  Customer Answer

  Date: 09/14/2023

  Hi, I just want to correct the mistake that this is a repair claim.  This is a claim for bad business practice.  I am asking for $4,655 back which is the difference between the original quote and what we ending up paying.

• Initial Complaint

  Date:08/01/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 Graceful Moving *** to move my belongings from ******** to *******. They gave me an estimate of *******. 1 day before the movers were to arrive 6/8/23, I received a call from '*****" to go over my estimate. As she read the list, there were some items that were not listed. She told me that I would need to send another ******* to accommodate these few items. I told here that this felt like a bait and switch operation and I was very uneasy and no, I would not pay another ******* She hung up on me. Since I already made an initial payment I called back. Someone else answered the phone and apologized and guaranteed that the movers would show up in Michigan and that I would not be charged more. The movers arrived at my home in Michigan on 6/9/2023.. They were smoking marijuana vape pens. I asked them not to. I caught them 2 more time smoking in my bedroom. I walked outside and found them riding my bicycle that was supposed to be packed. I was told that I would be charged for packing materials. They proceeded to wrap more than I agreed to and charged my ****** for wrapping materials. they informed me that because they needed more space, I would be charged more. I asked them to please let me know when they were near the space that I already paid for and that I would leave some things behind. They called me to see the truck and told me they were already over the space limit. They had packed part of the bed (headboard, mattress, box springs) but left out part of it,part my my dining set, 2/3 of a wall unit. I felt like this was done so that the rest of my bed, dining set. would have to be packed. It seemed purposeful. I was charged an additional 1700.00.I made calls, was not given any tracking or delivery info. 1/3 was delivered on 6/28/23. 1/3 was delivered on 7/8/23. The second delivery arrived in a semi truck, the driver got the truck stuck in the landscaping and police were called to get the truck unloaded. 1/3 is still missing. Many things were damaged.

  Business Response

  Date: 09/13/2023

  Ms. ******* during your ***************** call you added items to your inventory which caused you to need more space. You did not want to pay for the additional space so your inventory was brought to the original estimate. When the carrier arrived on site, you still had additional items and that is why you needed more space at pick **. In regards to your delivery, we have spoken with you and apologized for any missing or damaged items multiple times and provided you with the information that you need to file a claim with your carrier. We are your booking agent, not your carrier and therefore we never have physical possession of your items, your carrier does. All claims have to be filed through their insurance. Please follow the instructions that have been provided to you to file a claim. 

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20404180
  
  I am rejecting this response because: I was told what I owed at the time the truck was fully loaded and ready to move. I paid all of the amount in full. All of my belongings were taken from my home and not all of them were delivered even though Graceful moving and Moving solutions were paid in full. I did express that I did not want to have to pay more than originally quoted but, I indeed did end up paying 3 times the original quote. I have back records to prove. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:07/20/2023

  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.

  They quoted my move and subcontracted my move to ***************** Mover, LLC. After they picked up my things (6 hours after their arrival window had ended), and loaded everything onto the truck, they told me that the price had doubled.************* is now holding my items hostage, threatening to auction everything unless I pay them the doubled price. They've had my items for a month and a half now.I've filed a police report and have retained an attorney. Graceful Movers has been unresponsive during all of this.

  Business Response

  Date: 09/13/2023

  We at Graceful Moving Group are your booking agent, not your carrier. Your carrier is the one that is responsible for the pick up and delivery of your items. When the movers arrived on site you had more items than the inventory list that you provided to us, which is why you needed additional space. Your signed your Bill of Lading at pick up agreeing to the additional space and new price. We as your booking agent have tried to assist your carrier in getting this matter resolved but have not been able to get in contact with you.

• Initial Complaint

  Date:06/03/2023

  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 March 24th, 2023, I signed an estimate and a bill of lading with Graceful Moving Group. They gave me an estimate based on a vague inventory that I provided. However, I was aware that the price would increase if I was to use more cubic footage. I was also aware that they are brokers and not a moving company (even though they are not very clear about it). The customer representative ** was very helpful and friendly most of the time except when questioned about the legality and veracity of their service, then, he got fired up and would not even let me speak. I kept going with them because I did not have much time to change companies at that point and had already sent a deposit ($939.57). The closer the moving date got, the less communication I got from KA. I gave them a deposit of $939.57 when I first signed with them and the customer representative assured me that it will count towards the total amount at the end. Days before the move, it was me who had to call the company to obtain a quote, a pick up date and a new estimate now that I had a more accurate sense of cubic footage, even though contractually, it was their obligation. I increased my space and they made me pay $933.91 for a total of $******** by the date of pick up. After the truck picked up my stuff (this was a third party located in KC) they charged me $3,000, of which I already paid 50% and will pay the remaining at delivery. At this time, Graceful Moving Group has been unresponsive, careless and indifferent towards its client (me). I have had to make all the calls and yet I have found no response of where my belongings are or when will they arrive. Beyond that I will end up paying a deposit (********) that IS NOT a deposit because it did not count towards the cubic footage that I ended up using and have zero idea of the location/status of my belongings, whatsoever. Not only is Graceful Moving unresponsive, their third party has a poor customer service and just redirects back to me to Graceful Movin.

  Business Response

  Date: 07/04/2023

  ******************, our records indicate that our customer support staff was in communication with you throughout the entire process of your move. We apologize that our ***************** team was behind on their call schedules and you called us for your ***************** call before they were able to get to your call, however that call was still completed days prior to your pick up. In regards to your deposit, it 100% goes toward the the total cost of your move. The deposit is subtracted from the total cost and you pay 50% of the remaining balance at pick up and the other 50% at delivery. At the time of pick up, our records indicate that you needed an additional 105 cubic feet worth of space beyond what we had estimated, which is less than a 15% increase. We do absolutely everything that we can to provide you with an estimate that is as accurate as possible and we are typically within ***** percent of the final, which we were. It is advised within your order for service that the final price comes from the carrier when they arrive on site to load your belongings, this is due to the fact that we are not the ones that physically see or load your items and there can be slight variations from the way that the items fit on paper to the way that they have to be stacked in the truck to protect the integrity of your items. All of this was explained to you by a representative of our support staff. In regards to your delivery, your carrier has advised that your items were delivered. You did contact our support team for delivery update, which we happily provided to you. Our records also indicate that your delivery was made well within the standard estimated delivery time frame. If you need any further assistance, please don't hesitate to contact our office.

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20140138
  
  I am rejecting this response because:
  I ended up paying more than you guys expressed throughout the whole process. When I requested more space, you guys told me that I needed to pay $933.91 more. At this point, the total deposit was at $1,873.48, which was supposed to go towards the moving truck bill. The truck bill was $3,000 so we should have just paid $1,126.52. However, we had to paid $3,000 which is what the truck charged for ***** sq ft. Therefore, the deposit was NOT a deposit because it did not count towards the square footage that the moving truck charged. Therefore, I think that the refund of $1,126.52 should be made. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/22/2023

  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.

  Date of transaction: April 24, 2023 Total Paid: ******** Business gave me a binding estimate of $5334.66. This was based on the inventory list I gave the company. The agent said that they would use the latest software available to give my estimate. My total space was estimated at 879 CF and ***** pounds. I paid a total of $2663.59 which was supposed to be a deposit. This left roughly $1330 left to pay both at pickup and delivery. When the movers showed up the amount, I had to pay was $2192.40 at pickup and $2088.00 at delivery. Instead of 879 CF the movers said I had **** CF. If anything, I had less than I originally told them as I did not take entertainment centers. Who is wrong? Movers or Graceful Moving?I over paid $1,609.33 according to the original quote. After reading some of the other complaints on the BBB Site for this company. This seems to be common practice of this company to way underestimate the price, to entice you to take their service, then we the movers show up it is several hundred more than quoted. Also, I found out later that all this company does is find a mover. The movers were 3 days late as they could not get onto *************, despite the ************* Address and I had to help them load as only the driver was legally able to get onto base.It looks like from the invoice from the movers the total cost was $4647.50. So, it looks like $2,946.49 went into the pockets of Graceful Moving which I was told was a deposit. I have emailed several times and the company just says they are still investigating. The job number is A8443601.Please do something, as this company looks like it is taking advantage of the public. I could understand a minor difference in the quote, but not a 30% higher price. Quotes should be a lot closer to what is actually charged.If you look at the attached inventory and compare to moving company inventory, I did not take T.V. consoles or picture. This should already be 60 cf less than binding estimate.

  Business Response

  Date: 05/29/2023

  We at Graceful Moving Group are your booking agent or broker. This information is never hidden or withheld from any of our customers and is stated multiple times throughout the order for service that you signed and agreed to. We provide to you an estimate based on space based on the information that you provide to us over the phone. It is an estimate, not a final price or not to exceed cost and it is stated that the final price comes from the movers when they arrive on site to load your items. This is due to the fact that everything is based on the amount of space that you take up on the truck. We do everything that we can to provide you with an accurate estimate, however, how much space you take up is based on your items and the way that they have to stack on the truck. Not all items are created equally, some are stackable while others are not and this is to protect the integrity of your items. If you needed more space on the truck, you can either choose to utilize that additional space and pay for the additional space that you are taking up, or not bring items and only take up the space that you have reserved. If you have any further questions, please contact our office for assistance. 

  Customer Answer

  Date: 05/31/2023

   
  Complaint: 20091727
  
  I am rejecting this response because:

  A binding estimate means that the price quoted in an estimate is the amount you payeven if there end up being unforeseen extra costs. In this case the inventory was less. 

  The following rules come from the **************************************** (FMCSA) and must be observed by your moving company when preparing and implementing a binding estimate:
  
  Description of Shipment and Services
  The binding estimate must accurately describe the shipment and all the services the company will provide. If you asked the moving company to provide additional services, such as long carry charges, shuttle service or flight charges, the company must bill you separately for these charges following your move. At the time of delivery on your moving day, the moving company cannot charge you more than the amount of the binding estimate. A binding estimate must be in writing and a copy must be given to you before you move.

  If the company is not going to stand by their binding estimate the BBB needs to contact the state to have their business license removed. This under estimating has been happening to too many people by this business according to the BBB Site. They can very simply change their software to make the estimates more accurate if they are constantly underestimating as described in numerous complaints. This is clearly a bait and switch that this company is engaged in. 

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

• Initial Complaint

  Date:03/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired Graceful Moving Group for a cross country move. They are a brokerage company and the carrier they hired MOVING SOLUTIONS *** LINES is absolutely awful and should not be in business. ***** is a particularly new kind of awful. We have been waiting 30 business days, 6 full weeks and still do not have our items or an ETA for them, despite the 19 phone calls I've made to them. The price increased two times from their original estimate and we have not been offered a discount despite the delayed delivery that no one told ** would be late. The girls in the office have good customer service skills to appease you, but they have not returned my calls when they said they would. It has been a nightmare experience - if you have small children imagine living 6 weeks without their things.

  Business Response

  Date: 04/19/2023

  Hello,

  Our records indicate that your items have been delivered to you. Your items were travelling over **** miles and the standard estimated delivery time frame for a move travelling that far is **** business days from your first available delivery date. Also, per **************************** regulations, all carriers have up to 30 business days from your first available delivery date to deliver your household good items. Based on our calculations, the carrier might have been a couple of days past that time frame, and if they were, they should have provided you with compensation of up to $25 per business day for every business day that they were late. If they were over the 30 business day **** and you were not compensated by the carrier, please call our office so that we may assist you in that matter. 

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19876171
  
  I am rejecting this response because:

  The contracted discount was $30/day, which I made Graceful Moving Group aware of multiple times ********************* for our items. Our items were two business days late and we did not receive any discount. This also doesn't include any discount or refund for the extremely poor service we received. (Example - we didn't even receive notice our items would be late and were not given a delivery date until two days before delivery, after the window was already past.)

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

  Business Response

  Date: 05/04/2023

  The contract discount is up to $25 per business day for every business day they are late per the ****************************. We will reach out to your carrier and request that compensation on your behalf. Your issue is with the carrier's office, not with us, as the compensation for the delay in delivery comes from them as they are the ones that had physical possession of your items. 

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 19876171
  
  I am rejecting this response because:
  

  I disagree with the statement that my issue is not with Graceful Moving. That is who we hired. That is who is responsible for communication and holding their contractors to a standard. We were never even told who the carrier was until they showed up, so I will continue to leave my complaint, and retain my opinions about how business was conducted. 

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

  Business Response

  Date: 05/24/2023

  Yes, you hired ** as your broker, we are not disputing that fact. As your broker, we cannot control a delay with delivery, much as we might try. These are real drivers on real roads and as such they encounter real time delays just like you and I would. It is never anyone's intention for there to be a delay, however, unforeseen circumstances can occur. In regards to compensation for any delay, that is between you and the carrier as they are the ones that had physical possession of your items and you did sign a contract with them when your items were picked up. 

  Customer Answer

  Date: 05/25/2023

   
  Complaint: 19876171
  
  I am rejecting this response because: what's done is done. I highly doubt we will hear from the awful carrier. My reviews will stay as they are, and we will never use this service again, as well as advise against it for others. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/29/2023

  We are sorry that you feel that way, however your issue is with the carrier, not us. Once again, we are not the ones that had physical possession of your items, your carrier is. Your carrier is also responsible for the delivery of your items. No one intended for your delivery to be delayed, but when you have real drivers on real roads, sometimes unforeseen circumstances can occur that are outside of anyone's control. 

  Customer Answer

  Date: 05/31/2023

   
  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:02/10/2023

  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.

  Hi and thank you for your help,I signed a contract with Graceful Moving... Saturday, 05/21/2022 Customer: **************************************/***************************** Job #: A8311870 GRACEFUL MOVING GROUP **************************************************************************************************** Questions? Call ** at ************ gracefulmovinggroup.com TRANSACTION # ********-7542 DATE 05/21/2022 12:01 PM RESULT APPROVED AUTH CODE 02168C CARDHOLDER NAME ************************************** REFERENCE NUMBER A8311870 $1,262.50 - first payment, second half due upon delivery... ...to move our household goods to my daughter at her new apartment, but they lost them for months, through Superior *** Lines, with no explanation beyond an initial "truck breakdown" the 1st week of June 2022. They finally showed up in September 2022 with half of the belongings missing, and plenty of what actually was present, broken. I filed a complaint, which was then funneled through CSI Pros... Phone: 77-CSI-CLAIM *************) Fax: ************ ***************************************************************************** ...for over $10,400 in lost/stolen/damaged possessions. They offered us $38.41. I rent, and my daughter rents -- neither of our renter's insurance covers lost items in the hands of 3rd parties, such as these moving companies. We have everything well documented and organized because we have tried ********* now of recouping our losses: first CSI Pros, then my renter's policy, then her renter's insurance policy. My daughter is already a stalking survivor, and this move was supposed to start her life over. Please help us recoup these losses and get her some furniture, and a TV again. We have *much* more communications throughout the months as evidence if that helps too (tried to keep attachments as a minimum/mosr efficient).Many thanks for your help in this,**************************************

  Business Response

  Date: 03/13/2023

  If you filed a claim and the claims company offered you a settlement, there is nothing that we as your booking agent can do. When you book your move, you are provided with ************** protection of up to $10,000 based on $0.60 per pound per article. If you wished to purchase additional insurance, that would have had to have been done prior to your items being picked up.

  Customer Answer

  Date: 03/18/2023

   
  Complaint: 19383229
  
  I am rejecting this response because it is just plain bad business. If you are standing on your business's best foot forward saying that $38 is an appropriate response to the attachments I have included over over $10,000 of missing and broken possessions, AND THE 4 MONTHS my things were LOST, with absolutely no explanations as to where they were for that time, and to this day no explanation to where much of those things are--ENTIRELY MISSING, then you run an inept, and dishonorable business.

  Your sales agent should have gone over insurance options BEFORE pushing us into a contract and taking our payment, instead of guys showing up with a truck hustling and hurried: the insurance options were NOT even discussed, let alone clearly. The bottom line is that the costs I am enduring to replace everything your company signed me up to lose, is much more than what you were paid as acting "sales agents". Again, between my experience with your business, and now your disrespectful, lack-of-accountability response, I find your business to be inept and dishonorable.
  
  Sincerely,
  
  **************************************

• Initial Complaint

  Date:11/25/2022

  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.

  I signed a contract to have my daughter's apt furniture and household items moved from ******* to ******. For one cost of moving went up from the contracted amount of **** to over **** ( which I am not disputing right now) . I will be considering that based on the cubic footage they claim was over the contracted amount. Once the shipment arrives, I will check the cubic footage of the storage, My case is that it has been over 1 and 1/2 months since they picked up the items and still have not delivered it. They do no reply or return calls. They do not answer calls. Once it a while they say they have reached out to the dispatch and we should get a call from them . Its been over 3 weeks they are claiming the same. They also claim that the truck broke down . This has been over 2 weeks now. We have not received a single calls from the dispatch.

  Business Response

  Date: 12/20/2022

  As your booking agent, we provide to you an estimate based on the inventory that you provide to us over the phone. If we do not have an accurate inventory list, our estimate cannot be accurate. Our staff has spoken with you in regards to this matter and gone over everything with you. In regards to your delivery, our records indicate that your items have been delivered to you. We were also in communication with you throughout the entire process of your move and provided you with every update that the carrier provided to us.

• Initial Complaint

  Date:10/24/2022

  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.

  I made an online inquiry some time ago regarding moving services and have received incessant robocalls and calls from ignorant people waking me up at 7 o'clock in the morning West Coast time and also calling me "bro" and telling me to get over myself when I indicated I would report you to the BBB, FCC and FTC. This is official notification that if these calls or other contacts don't stop I will be forced to engage my attorney and have him handle it in the court system. I'm also a ****** guide and have over 5 million views of my photos and reviews of companies like yours. I'm going to leave a review for you if this doesn't cease immediately!Remove my name, number, and email address along with any other contact information and do not sell, loan or otherwise share my information with any entity.After sending the above email to the company the calls have increased and they laugh at me when I tell them I will be reporting them.

  Business Response

  Date: 11/07/2022

  Our records indicate that your number has already been removed from our system, however, I went ahead and added you to our do not call list again. If you submitted your information online for a quote for moving, you are not just getting calls from our company, you are getting calls from many companies trying to gain your business and this is not because we shared your information but because you submitted your information online to receive a quote for moving services. You would have to contact every company that has been calling you to be removed from their calling lists as well. If you have any questions or need any further assistance, please let us know.