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:09/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Moved from ** to **. Did quite a bit of research online and asking familys opinions. Spoke with **** from Pinnacle and he made it seem so easy, he will handle everything, provided a date and price. Paid my deposit and NEVER heard from him again. When movers came it was a mess. They wanted $2700 more, when I called Pinnacle to talk to them about this, the *** said nothing we can do pay them the more money or lose out on your $2k deposit.When I asked to speak with **** *** said He is out of office. When I asked to speak with a supervisor Hes out of office too. No one can speak to you but me. Pay them the difference or lose the 2k deposit. With the fear of not getting my items and the fear of the entire thing, I paid. Delivery date with Pinnacle is 09/13-09/14. The movers they hired for the job tried to delivery 09/08, we were not there since we moved in on the 11th. They took our items to a storage and left. After that I was not able to get ahold of anyone, MOVERS or Pinnacle. One day, I called using a different number and well they answered. Spoke to a Sebatian at pinnacle and told him our delivery is missing the movers are not answering me and I need help finding my items. I also called **** 4x times and texted him for help, no ***onse, I am still waiting for Sebatians promised call back. We received our delivery way past the agreement delivery date and everything, I mean EVERYTHING is broken or has been picked through. Our items were delivered by another moving company that our moving company who was hired by Pinnacle, make the delivery. So it was 3rd party delivered at 11 pm at night by another company that I have no contract with. Also, I can not access my contract with Pinnacle. They hired ************************************** and then they hired someone else. Thats a breach of contract there. My contract is not with anyone else, but now I cant get a hold of them. Now I am out a lot of money with everything broken.

  

  Business Response

  Date: 09/20/2025

  Thank you for sharing your experience with us. We sincerely regret to hear about the challenges you faced during your move and the frustration caused by communication issues, unexpected charges, and concerns with the delivery process. This is not the level of service we strive to provide, and your feedback is very concerning.
  We would like the opportunity to review your file in detail so we can better understand what happened and work toward a resolution. Please contact us directly at ******************************* with your full name and contract number so our management team can investigate this matter promptly. Your trust is important to us, and we want to ensure your concerns are addressed.

• Initial Complaint

  Date:09/09/2025

  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 had a terrible experience with Pinnacle Moving. They are only a third-party broker who books your move, not the actual movers, and they take no responsibility once youve paid.Before my move, I was given written and verbal confirmation that the price would not change as long as my inventory matched. I confirmed multiple times that no additional items were being added. Despite this, the movers showed up hours outside the scheduled window and suddenly demanded an extra $1,000 (later reduced to $600). I felt pressured to pay on the spot, even though I had followed all instructions and my inventory matched the quote.Because of this last-minute bait-and-switch, I had to leave many of my belongings behind. I had an early morning flight the next day to another state, which left me no time to fight back or make alternate arrangements.On top of that, Pinnacle never followed up. Ive left multiple messages and emails and have never received a call or email back. This company does not ensure that you receive your things, nor do they check the process. I am just now receiving my items weeks later even though my move was July 31.Completely unprofessional, misleading, and careless with peoples time, money, and belongings. ***** this company at all costs.

  

  Business Response

  Date: 09/20/2025

  Thank you for taking the time to share your experience. Were very sorry to hear about the challenges you faced with your move, including unexpected pricing changes, delays, and lack of follow-up. We understand how stressful and disruptive this must have been, especially when working within strict timelines. This is not the experience we want for our customers, and your feedback is extremely concerning.
  We would like the opportunity to review your file in detail so we can understand exactly what happened and address your concerns appropriately. Please reach out to us directly at ******************************* with your move details so a member of our management team can investigate further. Your trust is important to us, and we want to ensure your concerns are taken seriously.

• Initial Complaint

  Date:08/20/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was moving my familyincluding my wife and my autistic sister-in-lawacross the country, and I trusted Pinnacle with our move. They quoted me $4,500, which was about $4,000 less than competitors. I spent nearly four hours on the phone carefully going through the dimensions and inventory of every single item we owned, and Pinnacle assured me their estimate was accurate.When the moving company arrived, they informed me that the estimate was off by at least 400 cubic feet. Instead of 600 cf (what Pinnacle quoted), the actual load required about ***** cf. Because of this, the movers demanded an additional $6,500 on top of the original quote. Even the moving crew told me Pinnacle knowingly underquoted me to secure my business.This was a clear bait-and-switch. I never let the movers touch a single item in my home and canceled on the spot. When I tried to contact Pinnacle to resolve this, my direct representative, *******, **** up on me. **************** also disconnected my call when I raised the issue.This is the first review I have ever written in my life, but I feel obligated to warn others. Pinnacle provided a knowingly false estimate, refused to take accountability, and left my family in an extremely stressful and vulnerable ************ this point, I am not asking for anything unreasonableI simply want my deposit refunded. I attempted to resolve this peacefully, but since Pinnacle has been unresponsive, I am left with no choice but to make my experience public and possibly move further down this path.

  

  Business Response

  Date: 08/28/2025

  Thank you for taking the time to share your concerns. We understand how stressful moving can be, and we regret that your experience has not met your expectations.
  We would like to clarify that Pinnacle Moving Group is a licensed broker, not a carrier, and our role is to coordinate services between customers and authorized motor carriers. The initial estimate you received was based strictly on the inventory list and details provided at the time of booking. As outlined in our agreement, estimates are subject to change if the actual volume of items at pickup differs from the contracted cubic footage. In your case, the carrier determined that the actual volume exceeded the 600 cubic feet originally quoted, which resulted in a revised cost.
  Regarding your request for a refund, our cancellation policyacknowledged at the time of bookingstates the following:
  Due to any cancellation within 48 HOURS of placing a reservation, 20% of the deposit will be held. After 48 HOURS of placing a reservation, your deposit is nonrefundable unless a manager approves otherwise. In addition, an email describing the cancellation in detail must be sent to the billing department at ************************************* If your first available pickup date is within fourteen (14) business days, and you elect to cancel, a refund of your deposit is not permissible unless authorized by management.
  Because your cancellation occurred outside of the 48-hour window and within 14 business days of your scheduled pickup, your deposit is nonrefundable under the terms of the agreement.
  We regret that your move did not proceed as planned and that communication did not meet your expectations. While we must stand by the policy in this case, we remain committed to transparency and are available at ************************************ should you wish to provide additional documentation for management review.

• Initial Complaint

  Date:08/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were quoted $5700 and sent pictures of our furnishings. When they arrived we were told it would be $8700 as we had more furnishings than the 600 cu ft even though they had pictures. Now we have asked to have the furnishings stored for two more months and not owe any more money since we paid them $3000 more than was quoted. We need our furniture back delivered in two months and not owe any more money. We have since stored the remaining furnishings at our cost and hired another moving company at $1200 less than Pinnacle charged us and we have another 1800 cu ft.

  

  Business Response

  Date: 08/28/2025

  Thank you for sharing your concerns regarding your move. We would like to clarify that Pinnacle Moving Group is a licensed broker, not a motor carrier, and our role is to coordinate transportation services between customers and authorized carriers. The carrier is responsible for performing the move, including final pricing, storage arrangements, and delivery.
  The initial estimate provided to you was based on the inventory list and details submitted at the time of booking. Estimates are subject to change if the actual volume of items exceeds the contracted cubic footage. Upon pickup, the carrier determined that the total volume was greater than the 600 cubic feet originally quoted, which resulted in an adjusted price. This process is outlined in the contract and paperwork signed prior to the move.
  Regarding your request for extended storage and delivery, we encourage you to work directly with the carrier currently holding your furnishings, as they are responsible for the logistics, storage fees, and scheduling of redelivery. Pinnacle does not determine or control the carriers storage terms or delivery timelines.
  While we regret that this experience has not met your expectations, your file reflects that services were provided and additional space was utilized, which is why the revised charges were applied. We remain available to assist in facilitating communication with the assigned carrier to help ensure your storage and redelivery arrangements are clearly documented.
  Please reach out to ************************************** with any documentation regarding your storage and delivery request, and we will forward it to the carrier on your behalf for follow-up.

  Customer Answer

  Date: 08/28/2025

   
  Complaint: 23775337
  
  I am rejecting this response because: As the broker it is their responsibilty to stand behind the firms they hire for the moves.  But in the defense of the movers here is page 2 which shows all the items which were listed on the original estimate.  I also sent ******* pictures of the items we needed moved.  Of the 112 pieces only 8 items were moved along with a couple of boxes (not the amount we listed with them).  When they showed up they told us that the broker did not estimate the correct amount needed.  Since then we have contacted 3 other firms that told us we should have been told it would have been at least 1200 cubic feet needed.  If that had been done then this firm would not have gotten our business as they would have been over priced.  The other firms quoted $6500 for 1200 cubic feet while pinnacle quoted 900 cub feet at a cost now of over $9000.  Untimely the broker has to be held responsible if they hire firms that are not reputible but they themselves were not legit when they quoted for originally 600 cu ft which they changed to 900 and had pictures of our furnishings and did not take the items as listed on their contract.  They should be working with the movers to give us a refund since they had pictures and a list of items needing to be moved.  Not only that put we have never gotten any confirmation on the contract from either firm after the move was made.  How much do they show we paid and who got the money?  I show that we made payments of $2362, 1575, a check for ********************************************************************************************************** dispute.  Pinnacle has reviews similar to mine so they are not a firm that should be in this business.. 
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 09/08/2025

  Thank you for your detailed follow-up. We regret to hear of your continued frustration and want to clarify several important points.
  Pinnacle Moving Group is a licensed moving broker, not a motor carrier. Our role is to arrange moving services with licensed carriers on behalf of our customers. While we coordinate the estimate process and secure availability, the physical services, cubic footage assessments on-site, and final billing are managed by the carrier assigned to perform the move.
  Estimates are created based on the inventory list and details provided at the time of booking. The signed agreement confirms that the information reviewed was accurate. If additional cubic footage, labor, or services are required beyond what was originally listed, the final cost is subject to change. This is standard across the moving industry and is not unique to Pinnacle.
  With respect to payments, Pinnacle only collects the initial deposit to secure your reservation. Any additional funds you listed, including cash or checks at pickup or delivery, are collected directly by the carrier. For that reason, Pinnacle cannot confirm those amounts, as they were not received by our company. If you would like, we can provide you with the carriers direct claims and billing contact information to assist you in disputing or reconciling those amounts.
  We understand your concerns and appreciate that this process has been difficult. While Pinnacle cannot override the carriers billing or policies, we are willing to assist you in opening a formal dispute with them to ensure your concerns regarding the volume, costs, and items transported are properly reviewed.

  Customer Answer

  Date: 09/08/2025

   
  Complaint: 23775337
  
  I am rejecting this response unless they contact me to describe the action they state they can take in regards helping us resolve this issue.  I just want my furniture back and they need to find out how we can get it back.  Some of the items which were taken are irreplaceable.  Also we sent pictures and gave a list of the items we needed moved.  Pinnacle has that list so it is inaccurate that we had more items than was stated when we first contacted them.  They changed the price from $3700 to $5700.  That was with pinnacle.  Then the movers again changed it to $8700 even though we had sent pictures and had the list of items.  Now we don't have the furniture at all.  Pinnacle should be responsible for getting our items back to us.  They are who we contracted with.  This is so upsetting to not have our furniture, boxes and etc but not to even know where the items are presently

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

  

  Business Response

  Date: 09/20/2025

  Thank you for your message. We understand how upsetting and stressful this situation is, especially with items of irreplaceable value involved. Please know that we take your concerns seriously, and our priority is to assist you in locating and recovering your belongings as quickly as possible.
  To move forward, we kindly ask that you contact us directly at ******************************* so our management team can review your file in detail and coordinate next steps. Having your full name, contract number, and any supporting documentation will allow us to escalate this matter and take appropriate action on your behalf.
  We recognize how important it is for you to have clear communication and a resolution, and we are committed to working with you to address your concerns.

• Initial Complaint

  Date:08/05/2025

  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 Pinnacle moving to move my mother from *********, ** to ********************** June 28th, 2025. We were quoted a price of 16k, we knew it would be more and a couple of days before the movers came we went there the inventory again and the price went to 20k. We understood that. We were also told that all the lamps, mirrors, pictures frames would be bubble wrapped, also we had a 15x10 storage unit, said that would be counted for. Well ******** hired a 3rd party master moving **** and they repack everything we had causing the space to move up and charged us an addition 18k, pinnacle never answered my calls and when i finally got through ***** at the front desk told me not there problem. since the movers had already left there was nothing they could do to help us. Now the movers are delivering, they hired people from offer up to unload the truck, all the furniture is damage and holes in the walls, they broke the stair case. I talked to pinnacle and they will not help.

  

  Business Response

  Date: 08/08/2025

  Thank you for taking the time to share your experience. We are genuinely sorry to hear about the issues surrounding your mothers move from *********, ** to ***********, **. The circumstances youve described are deeply concerning, and we sincerely regret the stress, financial burden, and property damage you and your family have endured.
  We understand that moving can already be an emotional and logistically complex process, and the additional challenges you facedfrom price increases and lack of communication to the damage caused during deliveryare unacceptable by any standard.
  To clarify, Pinnacle Moving Group is a federally licensed moving broker that arranges transportation through independently licensed and insured carriers. However, regardless of the carrier used, you have every right to clear communication, support, and accountability throughout the process. If you were not informed about the reassignment to Master Moving ***** or if the service did not reflect the promises made, that is something we take seriously and are committed to reviewing further.
  While final delivery is ultimately the responsibility of the assigned carrier, Pinnacle Moving Group should have supported you in pursuing resolution, and we regret that your calls were dismissed or deflected. That is not how we intend to treat our customers.
  At this point, we would like to take the following immediate actions:
  Open a formal investigation into your file, including all communications, pricing adjustments, and third-party carrier conduct.
  Provide assistance in filing a damage claim directly with the assigned carrier, if not already done.
  Revisit your request for support or partial compensation, based on our findings.
  Please send an email to ******************************* with the subject line URGENT Escalated Complaint: [Your Last Name] Move and include your contract number, photos of the damage (if available), and a best contact number. A senior resolution specialist will contact you within 2 business days to discuss next steps.
  Again, we sincerely apologize for the hardship and frustration youve experienced. While we cannot undo what has happened, we are committed to taking your case seriously and reviewing it with the urgency and respect it deserves.

  Customer Answer

  Date: 08/10/2025

   
  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.

  Thank you for your response and for acknowledging the difficulties my family and I experienced during the move from *********, ** to Lees Summit, **. I appreciate your willingness to review the matter seriously and initiate a formal investigation.
  While I understand the distinction between a broker and a carrier, I also believe Pinnacle Moving Group has a responsibility to ensure that the partners it contracts with provide professional and transparent service which clearly did not happen in my case.
  As requested, I will send an email with the necessary details, including photos of the damage, my contract number, and a contact number, so that your senior resolution specialist can follow up.
  I look forward to your prompt and fair handling of this matter. Please understand that we are expecting not only a thorough investigation but a meaningful resolution including compensation for the the over charge of 18 thousand dollars also damages and distress caused.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:08/02/2025

  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.

  We signed the contract with Pinnacle Moving Group to move us halfway across the country and were instantly ghosted via email/phone. Our logistics coordinator, who had been extremely responsive before the sale, stopped returning emails and phone calls as soon as we signed and sent over $8500. **************** refused to provide simple information, such as their top 5 movers that they discuss in sales calls. Weeks after customer service refused to provide mover info (so I could check reviews and FMCSA status), I was reached out to by a manager to follow up on my request for info. Despite sounding genuine about wanting to help, they didn't follow through. Claiming emails were sent that never arrived, and then get belligerent with me, somehow insinuating that I'm the one at fault for not getting the email. My email is on the contract correctly, and the sales/logistics guy didn't have any issues emailing me pre-sales. I was even provided the manager's personal phone number to text and thier direct line. I reached out more than half a dozen times between texts/voicemails and got no response or return call. So, in addition to the sales folks not returning calls, customer service refusing to provide info, and managers don't return voicemail, texts, or emails either.Thier tactics are suspicious/scammy, and if you look at *******************, this company checks over half of the red flags listed there. The *** number provided has a mailing address in ******* that is for a random office building with no markings for the business. The actual business address is a residential house in *******. Again, all part of the warning signs listed on the site ******** services were ever provided, they never returned any form of communication, and after talking to a manager, they still refused to provide a refund of my deposit.

  

  Business Response

  Date: 08/08/2025

  Thank you for bringing these concerns to our attention. We are deeply sorry to hear about your experience and understand how frustrating and distressing this situation must beespecially given the size of your move and the level of trust you placed in our team.
  First and foremost, we apologize for any breakdown in communication following your contract and deposit. Timely and transparent communication is critical to a successful move, and we regret that you did not receive the level of service and follow-through that was expected. Your feedback about unanswered emails, phone calls, and texts is extremely concerning and will be thoroughly reviewed internally.
  Regarding the request for mover information, we understand the importance of being able to verify credentials and reviews prior to your move. Our company does work with licensed and insured carriers, and we aim to provide that information as soon as the assignment is finalized. If that did not occur in a clear or timely manner in your case, we take full responsibility for reviewing that process.
  We also want to clarify that our DOT registration and business filings are public record and compliant with federal regulations, but we absolutely understand the need for transparency and will take your observations seriously.
  At this time, we would like to formally reopen your file and investigate this matter further. Please email us directly at ******************************* with the subject line ATTN: Management Urgent Follow-Up on Move and confirm your full name, contract number, and preferred contact method. Once received, a senior team member will review the file and reach out to you directly within 2 business days.
  We sincerely regret the inconvenience and stress this has caused and are committed to reviewing this situation carefully and fairly.

  Customer Answer

  Date: 08/14/2025

  I sent the email, a week later no response

  

  Business Response

  Date: 08/15/2025

  Please verify that you have the correct email address when sending us messages. Our official email is ******************************** If your messages were sent to a different address, they may not have reached us.

  Customer Answer

  Date: 08/15/2025

  I sent another email to the email address specified even though the original email (attached) showed it was sent to the correct place and no bounce back was received. 

  

  Business Response

  Date: 08/28/2025

  Thank you for taking the time to share your feedback. We understand your concerns and would like to clarify our position regarding your reservation.
  Pinnacle Moving Group is a licensed moving broker, not a carrier, and our role is to coordinate services between customers and properly licensed motor carriers. We regret that you feel your communications were not handled to your satisfaction, and we will be reviewing this internally with our staff.
  Regarding your request for a refund, please note that all customers agree to the cancellation and refund policy at the time of booking. For reference, our cancellation policy states:
  Due to any cancellation within 48 HOURS of placing a reservation, 20% of the deposit will be held. After 48 HOURS of placing a reservation, your deposit is nonrefundable unless a manager approves otherwise. In addition, an email describing the cancellation in detail must be sent to the billing department at ************************************* If your first available pickup date is within fourteen (14) business days, and you elect to cancel, a refund of your deposit is not permissible unless authorized by management. If customer books their move within fourteen (14) business days of the pickup date, the 48-hour window is null and void. All date change requests must be made within ten (10) business days prior to the pickup/packing date. Failure to request a change within this time frame will result in an additional deposit of $750.00 rescheduling fee. If the change is made within 72 hours from move date, the fee may be higher. If the customer would like to put their service on hold, the deposit may be used as credit, and the service can be held for a total of 12 months from the date of booking. All deposits will show on the billing cycle under either Pinnacle Moving Group LLC. or Long Distance Moving. By signing this contract, the customer acknowledges that filing a chargeback/dispute of charges will result in a forfeiture of the deposit. In the event a dispute arises between Pinnacle Moving Group LLC. and the customer, the customer is subject to financial responsibility for the associated merchant and bank fees, as well as satisfying any outstanding balance before the commencement of their move.
  As your reservation and cancellation fell outside of the refundable window described above, the deposit placed on file is nonrefundable. However, as outlined in our policy, your deposit may be applied as a credit toward future services for up to 12 months from your original booking date.
  We regret that your experience did not meet expectations and encourage you to reach out to our billing department directly at ************************************ should you wish to discuss applying your deposit credit or rescheduling your service.

  Customer Answer

  Date: 08/28/2025

   
  Complaint: 23692496
  
  I am rejecting this response because:

  The only reason it fell outside the window is because I could never reach anyone to initiate the refund. You never responded to a single email. We kept getting promised by customer service that someone would contact us and then no one would. So we fell outside the window because we trusted your staff would do what they promised and not one thing that we were told ever happened. I am not expecting a full refund but a partial refund of the deposit to show that you actually own the mistakes instead of hiding behind policy would be an acceptable outcome.

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

  

  Business Response

  Date: 09/08/2025

  Thank you for your follow-up and for sharing your perspective. We are very sorry to hear that you experienced difficulty reaching our staff and felt that your concerns were not addressed in a timely manner. That is not the standard of communication we strive to provide, and we sincerely regret the frustration this caused.
  As outlined in the signed agreement, deposits become nonrefundable after the cancellation window has passed. However, we do recognize your point regarding communication delays, and we understand how that may have contributed to your dissatisfaction. While we must adhere to the terms of our policy, we want to demonstrate that we value your business and take responsibility when service falls short of expectations.
  With this in mind, we are willing to escalate your request to management for review of a possible partial refund as a goodwill resolution. Please provide your order number to ******************************* so that we may ensure your case is prioritized.
  We appreciate your patience and the opportunity to work toward an outcome that acknowledges your concerns.

  Customer Answer

  Date: 09/14/2025

   
  Complaint: 23692496
  
  I am rejecting this response because:

  I sent the requested email to the email address provided and just like all of the other times, no response. No call, no reply to the email, nothing. You continue to prove the point that no one there actually cares and you'll just say whatever you have to and never follow through. Just like you did with my move.

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

  

  Business Response

  Date: 09/20/2025

  Thank you for bringing this to our attention. We sincerely apologize that your previous emails have gone unanswered, as that is not the level of communication we strive to provide. We understand how frustrating it must feel to send multiple messages without receiving a reply, and we regret that this has added to your concerns.
  To ensure your case is prioritized, we ask that you resend your details to ******************************* with Attention: Management Review Urgent in the subject line. In addition, please provide the best phone number and time for us to reach you directly. This will allow our management team to contact you without further delay.
  We value your patience and want to work with you toward a resolution.

• Initial Complaint

  Date:08/02/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I engaged Pinnacle Moving Group for an interstate move. On June 13 I was quoted a price of appx. $3200 for packing and moving services, with 3-4 days between pickup and delivery. I paid a 50% deposit of $1593 on credit card. On July 26, two movers from Top Moving USA appeared with a U-Haul truck. After everything was packed and loaded into the truck, I was informed that the estimate was too low, and I would need to pay another $1800 that day plus $1563 at the time of delivery, and could only pay by money order. My lease ended the next day, so I felt I had no choice but to pay the additional fee. It has now been 7 days and Pinnacle has not yet given me an estimated delivery date. At no point in the process did they tell me they were a broker or that I would be working with a different company for the actual pickup and delivery. Additionally, all the paperwork I signed online has now disappeared, I did not receive a copy of the physical paperwork I signed, and Pinnacle has not responded to my requests to provide copies. I am living out of a suitcase, unable to move into my new home, and unable to return to work until my goods are delivered. Pinnacle has refused to put me in touch with a manager or escalate my case for resolution.

  

  Business Response

  Date: 08/08/2025

  Thank you for reaching out and sharing the details of your experience. We sincerely regret the stress and inconvenience you've endured throughout your move. This is not the standard of service we strive to provide, and we want to assure you that your concerns are being taken seriously.
  We understand how difficult it must have been to be presented with unexpected charges on move day, especially under time-sensitive circumstances. While pricing adjustments may sometimes occur due to inventory or space discrepancies, you should never feel pressured or left without transparent options and clear communication. The concerns youve raised regarding payment demands, lack of documentation, and communication gaps are extremely concerning and will be investigated promptly.
  To clarify, Pinnacle Moving Group is a federally licensed broker that coordinates moves through a network of vetted, licensed, and insured carriers. However, we absolutely recognize that this distinction should have been communicated clearly at the time of booking. We also understand how frustrating it must be to be without your belongings and without updates on your delivery.
  As for your missing paperwork, we will be happy to retrieve and provide you with digital copies of your signed documents. Please confirm your full name, contract number, and best contact method by emailing ******************************* with the subject line: URGENT Delivery & Documentation Request. Once received, we will escalate your case to our senior resolution team for immediate review and assistance.
  We sincerely apologize for the disruption this has caused to your relocation and personal life, and we are committed to doing everything we can to resolve this matter fairly and promptly.

  Customer Answer

  Date: 08/09/2025

  I have since contacted Top Moving directly to arrange delivery of my items, since I could not connect with Pinnacle via their customer service line. I have attached photos of my items at point of delivery and have more available if needed. I was charged for full packing services, packing materials, and twice as much cargo space as estimated. Several items of furniture were not wrapped, many household items were shipped unboxed, some boxes were shipped half-empty, and a great deal of my items were not properly packed. I do not feel I received the services for which I was charged.

  

  Business Response

  Date: 08/15/2025

  Thank you for your message and for providing photos of your delivery. We understand your concerns and take them seriously.
  Please note that Pinnacle Moving Group is a licensed moving broker, not the carrier. All packing, handling, and transportation services are performed by the assigned carrierin this case, Top Moving. Any issues regarding how your items were packed, wrapped, or delivered must be addressed directly with the carrier, as they are responsible for providing those services and resolving service-related disputes.
  We recommend forwarding your photos, invoice, and a detailed list of your concerns directly to Top Movings customer service team so they can review and respond appropriately. If you need your carriers contact information, we are happy to provide it.

  Customer Answer

  Date: 08/15/2025

   
  Complaint: 23691935
  
  I am rejecting this response because:

  I have already been in contact with the carrier, who have refused to resolve this matter and directed me back to Pinnacle for resolution. 

  Furthermore, it was not disclosed to me that Pinnacle was a broker and not the carrier themselves. I hired Pinnacle for this move, who subcontracted to Top Moving without my knowledge or consent. I need Pinnacle to take responsibility for resolving this issue.

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

  

  Business Response

  Date: 08/28/2025

  Thank you for sharing your concerns. We would like to clarify that Pinnacle Moving Group is a licensed broker, not a motor carrier. This is clearly stated in all of our paperwork as well as on our website. As a broker, our role is to arrange transportation services on behalf of our customers through properly authorized motor carriers, such as the one that completed your move.
  While we understand your frustration, any service-related issues that occur during the physical transportation of your goods fall under the responsibility of the assigned carrier. That said, we are committed to assisting our customers in facilitating communication and resolution where possible, and we are happy to provide you with the carriers contact information and guidance on the next steps.
  We value your feedback and will continue to support you in working toward a resolution with the carrier.

  Customer Answer

  Date: 08/28/2025

   
  Complaint: 23691935
  
  I am rejecting this response because:

  How about this:

   

   

  While Pinnacle now claims it is clearly stated that they are a broker, this was never disclosed to me during the initial sales call. I was cold-called by Pinnacle, and the representative never explained that my move would be subcontracted to another company. I was not given information about Pinnacle's website until after the sales call was completed. This lack of verbal disclosure caused significant confusion and stress throughout the process, and gives the appearance of an intentional misdirection.

  Pinnacle chose to hire Top Movers for my relocation. My belongings were delivered late, held hostage until I paid more than the original agreement, and many items arrived damaged due to negligent handling including irreplaceable family property. I have since attempted to work directly with Top Movers to address this issue but their representatives were so unprofessional, hostile, and abusive that I no longer feel safe speaking with them by phone. If Top Movers wishes to address this matter, they may do so in writing, via email, with Pinnacle and the BBB copied on every communication to ensure the conversation remains professional.

  Pinnacle advertises that they are fully insured, yet they have declined to provide any compensation for my losses. As the broker who collected my money and arranged the contract, Pinnacle is responsible for ensuring they work with reliable, insured carriers. That responsibility was not met.

  I am requesting that Pinnacle:

  - Refund the $1,500 I paid directly to them, and

  - Assist me in recovering the $3,200 I was forced to pay to Top Movers for the late, mishandled, and damaging service they provided.

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

  

  Business Response

  Date: 09/08/2025

  Thank you for your detailed response. We are very sorry to hear about the challenges you faced during your relocation and the stress it caused. Please allow us to clarify several important points.
  Pinnacle Moving Group is a licensed moving broker, not a motor carrier. Our role is to arrange your move with licensed and insured carriers. While this information is disclosed in the written agreement and in our materials, we regret if you felt it was not made sufficiently clear during your initial call. Transparency is important to us, and we will review this matter internally to ensure our representatives are providing accurate and consistent information.
  Regarding your specific concerns:
  The $1,500 deposit you paid was collected by Pinnacle to secure and schedule services with the assigned carrier. That deposit was applied in full toward the cost of your move.
  The additional $3,200 you referenced was collected directly by the carrier, Top Movers. Pinnacle does not set or control the carriers on-site assessments, billing practices, or handling of claims. For this reason, Pinnacle cannot issue refunds for funds that were not collected by us.
  Any damage or service complaints must be addressed directly through the carriers claims process. That said, we recognize your concerns with their communication and are willing to help you file your claim in writing so you do not need to communicate with them by phone. We can provide their claims contact information and remain copied on correspondence to ensure professionalism.
  While Pinnacle cannot assume liability for the actions of the carrier, we are committed to assisting you in navigating the claims process so your concerns about damages and billing are properly reviewed. Please forward your order number and supporting documentation to ******************************* , and we will ensure your claim is escalated with the carrier.
  We truly regret that this experience did not meet your expectations, and we remain committed to helping facilitate a fair resolution.

  Customer Answer

  Date: 09/11/2025

   
  Complaint: 23691935
  
  I am rejecting this response because:
  

  I am continuing to dispute Pinnacles attempt to shift responsibility for my move onto the carrier they selected.
  
  
  I contracted with Pinnacle directly. At no point during the sales process was I told that Pinnacle was a broker or that a different company would be hired to handle my move. Pinnacle did not request my approval on the selection of a mover, nor did they give me options to choose from. Pinnacle accepted my payment and assured me of professional, fully vetted services, but they failed to deliver on both.
  
  
  The movers Pinnacle hired behaved unprofessionally, failed to properly perform the partial packing services I paid for, and caused significant damage to my property. Some items were left completely unprotected, resulting in breakage, including an irreplaceable piece of handmade furniture. In addition, Pinnacle never gave me the opportunity to opt in to adequate insurance or even explained my options for coverage. Instead, insurance was automatically waived on my quote without my knowledge or consent. This is not only misleading, but it leaves customers without meaningful protection for their belongings.
  
  
  Now, I have been contacted by ********, a third-party claims processor that is not an insurer, is not BBB-accredited, and has a track record of unresolved complaints. They claim they are acting on behalf of Top Moving, and are attempting to push me through their claims process. This introduces a third unrelated party with a reputation for customer dissatisfaction, without prior introduction. They also bypassed Pinnacle and the BBB to communicate with me directly. This is unacceptable.

   

  Since I contracted with Pinnacle and made my payment to them, Pinnacle should coordinate with their contractor and relevant parties to resolve this issue to my satisfaction. For this reason, I will only communicate with Pinnacle and BBB representatives regarding the resolution of this matter. Please instruct all third parties to direct communication through Pinnacle with the BBB copied, as I have previously requested.
  
  
  Because Pinnacle was the company I hired, collected my payment, and arranged the move, they are responsible for the outcome. They failed to disclose their broker role, failed to provide proper insurance options, and failed to vet a mover capable of delivering services to a professional standard.
  
  
  Accordingly, I am requesting that Pinnacle:
  
  
  1) Compensate me for the full charges I paid for my move, and
  
  
  2) Assist in recovering the additional sums I was forced to pay to the mover they selected.
  
  
  Pinnacle cannot avoid responsibility by pointing to the carrier after the fact. I contracted with Pinnacle, not the carrier, and Pinnacle is accountable for the poor services and damages that followed.
  
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/29/2025

  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 am writing to formally file a complaint regarding the unprofessional and unacceptable service I received from Pinnacle Moving Group I recently hired.I scheduled a move through two representatives, ******* and *******, and was quoted $6,091 for the relocation of my 3 bedroom home. Per their agreement, I placed a down payment of $4,091, with the remaining $2K to be paid in two installments, $1K at pickup and $1K at delivery. The estimate provided included 65 boxes and 114 unpacked items.I notified the company two weeks in advance, and we agreed on a pickup date of July 28 , with July 29 as a backup. However, communication quickly became erratic and unprofessional. The pickup window changed multiple times without proper explanation:July 29, 5:00 PM 7:00 PM July 29, 3:00 PM 7:00 PM July 28, 5:00 PM 7:00 PM (no-show, no call)When I reached out for clarification, I was told the company had no idea how I was even notified of these times. Afterward, I received a phone call stating the movers would arrive on July 29 at 10:00 AM, followed by an email listing a new time of 7:00 AM.Despite this confusion, the movers ultimately arrived at my home at 10:00 PM without any notice, waking up my children. Once there, they claimed my move was significantly larger than expected and demanded an additional $5K. When I refused, the mover abruptly cut me off and stated the move was canceled, on the spot.This experience was not only chaotic and unprofessional, but emotionally upsetting and financially devastating. I was assured ******* would remain my POC, yet despite placing more than ten phone calls, we received no *********** wife and I are both disabled veterans with two small children. We have worked hard for everything we have, and losing $4,091 has been a major blow to our livelihood.I respectfully request that this matter be investigated, and that appropriate actions be taken to hold this company accountable and protect others from similar treatment.

  

  Business Response

  Date: 08/08/2025

  Thank you for bringing this matter to our attention. We are truly sorry to hear about the experience you and your family had during your recent attempt to move with Pinnacle Moving Group. What youve described is deeply concerning, and we sincerely regret the distress and disruption this situation has causedespecially to you and your family as disabled veterans and parents of young children.
  First and foremost, please allow us to express our sincerest apologies for the lack of clear communication, missed pickup commitments, and last-minute scheduling issues you encountered. This is not the standard of service we aim to provide, and your frustration is completely understandable.
  We are especially troubled by the unannounced late-night arrival and the last-minute pricing changes at pickup. While adjustments may occasionally occur if there is a significant difference in inventory, such changes should always be communicated transparently and handled professionallynever with pressure or confusion, and never in a way that leaves customers feeling abandoned or taken advantage of.
  The lack of follow-up from your representatives, including ******* and *******, is equally unacceptable. You placed your trust in us to manage a critical transition in your life, and we deeply regret that you were not supported throughout the process.
  At this time, we are taking the following immediate steps:
  Escalating your case to our senior resolution team for full internal review, including communications, timeline, pricing structure, and service breakdowns.
  Auditing the transaction and dispatch records to verify and evaluate the events leading to the cancellation and determine eligibility for a partial or full refund.
  Prioritizing a direct follow-up, so that this matter receives the attention and respect it deserves.
  To assist us in resolving this promptly, please send any supporting documentationemails, screenshots, or receiptsto ******************************* with the subject line URGENT Formal Complaint: [Your Last Name] Move. Once received, a senior case manager will reach out within 12 business days to discuss next steps.
  Again, we offer our sincerest apologies for the emotional and financial toll this experience has caused. Your feedback is invaluable, and we are committed to doing everything possible to make this right and prevent similar situations in the future.

• Initial Complaint

  Date:07/26/2025

  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.

  This company took my money using high pressure sales tactics then cut contact immediately after getting a deposit. Their role is as a moving BROKER, which the sales person "*****" did not clarify on the phone, instead using language like "our movers", having truck availability during the phone call, and promising assurances regarding pricing, services provided at said pricing, etc. which misled me to believe they would be the people moving my stuff. Despite repeated requests to be put in contact with my carrier detailed to customer service, my sales rep ******** and his manager "*******", they would not tell me. I suspect this was to put me in a bind and be forced to pay higher prices when movers do show up the day of the move. Their one job was to coordinate my move and they would not do it. The only resolution I seek is a full refund, immediately, as they are currently in administrative non-compliance with the state of ******* and will likely dissolve soon.

  

  Business Response

  Date: 08/08/2025

  Thank you for taking the time to share your experience. We truly regret that your interaction with Pinnacle Moving Group did not meet your expectations, and we understand how upsetting this situation must be.
  We would like to clarify that Pinnacle Moving Group is a federally licensed moving broker, which means we coordinate with licensed and insured third-party carriers to perform the actual move. While this information is outlined in our documentation, it is clear from your message that the way this was communicated during your sales call may have led to confusion. We sincerely apologize if any part of our process gave a misleading impression or caused frustration.
  We also regret that you experienced difficulty obtaining the name of your assigned carrier. You have every right to that information, and we acknowledge the importance of transparency throughout the process. If this was not provided in a timely or clear manner, we agree that it warrants further internal review.
  Regarding your request for a refund, we would like to revisit the details of your fileincluding the timeline of communications and the status of your moveto ensure a fair and complete assessment. Please send a message to ******************************* with the subject line URGENT Refund Request Review, and include your full name, contract number, and preferred method of contact. A senior case manager will respond within 2 business days.
  Your feedback is not taken lightly, and we are committed to reviewing this matter thoroughly and professionally. We appreciate your patience as we work to resolve your concerns.

• Initial Complaint

  Date:07/24/2025

  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 am filing this complaint because Pinnacle Moving Group charged me $2,572.50 on June 6, 2025, for moving services that were never provided. As of today, I have not moved, and no service was ever rendered or scheduled.Before I made the payment, the company assured me they would assign a licensed, insured, and highly rated moving provider. However, after taking my money, they failed to secure any provider, did not follow through on their promises, and eventually stopped responding to my messages and calls altogether. I was left without service, without communication, and without any resolution.This has caused me serious hardship, especially as I am currently 7 months pregnant, trying to move under time-sensitive and physically demanding circumstances. I have had to seek alternative options at additional cost and great inconvenience.I disputed the charge through *****, my credit card provider, but the merchant apparently claimed that the services were "available" which is not true. No mover was ever scheduled, and I was left entirely abandoned by this company.This companys conduct is dishonest and exploitative. They took my money and then disappeared without delivering any service. I believe this business should be held accountable.Resolution Sought:I am requesting a full refund of $2,572.50 and that the BBB take appropriate action to investigate this business for fraudulent and unethical conduct. No consumer especially in a vulnerable situation should be treated this way.Let me know if youd like to file this with the ****************************** or ************************ (***) as well I can help tailor versions for those too.

  

  Business Response

  Date: 08/08/2025

  Thank you for bringing this matter to our attention. We are truly sorry to hear about the difficulties youve experienced, and we understand how upsetting this situation must beespecially given your current circumstances. Please know that we take your concerns very seriously.
  First and foremost, we would like to apologize for any breakdown in communication or expectations you experienced throughout this process. Our goal is always to provide reliable, timely, and transparent service, and we regret that your experience did not reflect this standard.
  We are currently reviewing your file to better understand what transpired, including the status of your booking, provider assignment, and communications that followed. While we do work with licensed and insured carriers, the matching and scheduling process can be affected by seasonal volume and carrier availability. However, if service was not rendered and no move was scheduled, that should have been clearly communicated and properly addressed by our team.
  We also want to clarify that the representation to your credit card provider was based on our records indicating that a carrier was available, not that a move had been completed. That said, if services were never actually provided, we agree that further review and resolution are warranted.
  Please allow us up to 3 business days to complete a thorough internal review. In the meantime, if you have any additional documentation or communication history youd like to share, we welcome you to email it to ******************************* with the subject line URGENT Refund Request Review.
  Again, we sincerely regret the hardship and stress this situation has caused you. We value your feedback and remain committed to addressing your concerns fairly and promptly.