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:05/28/2025

  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 hired Pinnacle Moving Group to move my belongings from **************** to *********. They were set to arrive on 4/15/2025. At the time of booking, I agreed to and was provided with an estimate of $4,855 for the entire move. Upon arrival, the movers demanded $16,000 in cash, upfront, with no explanation or documentation justifying this drastic increase. They stated that if I did not pay immediately, they would not take my load and I would forfeit my deposit. I have since been in contact with the broker and have reached out to customer service numerous times over the past month. Each time, I have been told a supervisor would return my call, but no one has ever followed up. I do not have any information regarding the actual movers who showed up to move my load.

  

  Business Response

  Date: 05/29/2025

  Thank you for bringing this matter to our attention. We're truly sorry to hear about your experience and the distress it has caused. What youve described is unacceptable and does not align with the standards of service we aim to uphold.
  A sudden increase in chargesespecially without clear documentation or communicationis concerning, and its equally troubling that you have not received a proper response or follow-up despite multiple attempts to resolve the issue.
  We take these matters very seriously and are committed to investigating further. Please send any additional documentation you have (such as your original estimate, receipts, or communications) to ******************************* , so we can escalate this to the appropriate department and ensure it receives immediate attention.
  Again, we sincerely apologize for the inconvenience and frustration you've experienced. We appreciate your patience and the opportunity to make this right.

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23390247
  
  I am rejecting this response because:

  These are the dates that my broker reached out to Pinnacle on my behalf to resolve the issue with my moving deposit:
  
  4/15 Call to Emmit - Left a message
  4/15 Text to *****
  4/16 Call to Emmit 
  4/16 Spoke to Emmit (requested some time to gather information)
  4/18 Emailed and got a response from *****
  4/25 Emailed ***** - No response
  4/30 Emailed Emmit - No response
  5/19 Spoke with *****
  5/19 Spoke with ***** - transferred to ******************************************* Spoke with ***** - I was told a supervisor would call me back
  5/20  ****************** Spoke with a gentleman - I was told a supervisor would call me back
  5/21 ****************** Spoke with ***** - I was told a supervisor would call me back
  5/22  ****************** Spoke with ***** - I was told a supervisor would call me back
  5/23  ****************** Spoke with a gentleman - I was told a supervisor would call me back
  5/27  ****************** Spoke with ***** - I was told a supervisor would call me back
  5/27 Called ***** and left a message

  I reached out to ***** on 5/21/2025 and was transferred to customer service where I was told a manager would call me the next day by 2pm. No call received.

  I sent two emails to Pinnacle, one on 5/21/2025 and one on 5/25/2025, both attached and no responses.

  I attached the payment notices I received when the deposits were made. I'd like these funds returned.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 06/02/2025

  Dear Ms. *************** you for your detailed message and for outlining your communication efforts regarding your moving deposit. We sincerely apologize for the frustration this situation has caused and appreciate the time youve taken to document your experience.
  We want to clarify that Pinnacle Moving Group is a licensed moving broker, not the motor carrier executing the physical move. Our role is to coordinate moving services on behalf of our customers and facilitate communication with the carrier assigned to your move.
  It appears there may be some confusion surrounding the roles and responsibilities in this process. That said, please be assured that we have been actively reaching out to the carrier on your behalf to address your concerns regarding the deposit and communication delays.
  We understand your repeated efforts to speak with both our representative, *****, and our customer service team. While there were documented interactionsincluding phone calls and emailswe acknowledge that there were also delays and missed follow-ups on our part, and for that, we sincerely apologize. This is not the experience we aim to provide, and your feedback is being taken seriously.
  To move forward, we are:
  Escalating your request to senior management for immediate review.
  Following up again with the carrier to secure a formal resolution regarding your deposit.
  Reviewing all communications and payment records internally to ensure a comprehensive understanding of the situation.
  We appreciate your patience while we work to resolve this. A supervisor will reach out to you no later than [3PM Eastern Time., June 4, 2025] with an update. In the meantime, if you have any additional documentation youd like to include, or if you have any urgent questions, please feel free to contact me directly.

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23390247
  
  I am rejecting this response because: I did not receive a call response as indicated. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 06/11/2025

  We wanted to inform you that a member of our team attempted to reach you by phone on June 4th at 2:00 PM, but unfortunately, there was no answer.
  We understand the importance of addressing your concerns thoroughly, so we will be reaching out again today via both phone and email to ensure we connect and can go over everything in detail.
  If you are available at a specific time, please feel free to reply to this message or contact us directly at ************ or ******************************** and well be happy to accommodate.
  Thank you, and we look forward to speaking with you soon.
  Sincerely,
  Customer *********************start="859" data-end="862"> Pinnacle Moving Group

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23390247
  
  I am rejecting this response because: I never did receive a call. I confirmed by checking my missed call log on my phone. I would still like Pinnacle to refund my deposit. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:05/26/2025

  Type:Product 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.

  On 4/24/25 I made a deposit on moving services in the amount of $5,166. Per their contract, I was allowed to cancel the service without charge if it was done within 48 hours. I did so within this time frame. I have repeatedly requested the credit card refund but have repeatedly been told that it will happen in the order that it has been received. It is now 5/26/25. There is no reason a refund should take a month to happen.

  

  Business Response

  Date: 05/29/2025

  Thank you for bringing this to our attention, and we sincerely apologize for the delay and frustration you've experienced.
  We understand your concern regarding the timely processing of your refund, especially given that your cancellation was made within the contract's 48-hour window. You're absolutely rightrefunds should be handled promptly, and we regret that this has not been the case for you.
  We are escalating your case to our billing department for immediate review and resolution. Please allow us the opportunity to correct this. If you havent already, kindly forward your cancellation confirmation and proof of deposit to ******************************* , so we can expedite the process.
  We appreciate your patience and assure you this matter is being taken seriously. Thank you again for reaching out.

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23378117
  
  I am rejecting this response because:

  WE still have not received our refund and it is now going on week 6.  We have submitted what they asked for 

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

  

  Business Response

  Date: 06/11/2025

  We wanted to inform you that a member of our team will be reaching out to you today to finalize the refund process for your reservation deposit.
  We appreciate your patience and want to ensure everything is handled smoothly and accurately. If you have a preferred time or method of contact, please let us know so we can accommodate.
  Thank you again, and we look forward to resolving this matter.
  Sincerely,
  Customer *********************start="591" data-end="594"> Pinnacle Moving Group

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23378117
  
  I am rejecting this response because:

  They did not contact me as they said they would and I still have not received my refund.    They need to call me at ************

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

  Customer Answer

  Date: 06/18/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

  ***** ******

  

  Business Response

  Date: 06/25/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Your reservation deposit has been returned to you.

  Regards,

  ***** ******

  Customer Answer

  Date: 07/14/2025

   
  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.

  Yes, I can confirm that the refund has been received. 

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

• Initial Complaint

  Date:05/07/2025

  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 filing a formal complaint against Pinnacle Moving Group for failure to deliver my belongings within the promised timeframe and for what I believe are deceptive practices.Pinnacle Moving Group picked up my household goods on February 28, 2025, and provided a written estimate that my items would be delivered between May 34, 2025. As of today (May 7, 2025), my belongings have still not arrived, and the company has failed to provide a clear update or confirm the actual delivery date.Instead, they are now attempting to charge additional storage fees, which were not disclosed in our original agreement. I am deeply concerned that this delay is intentional, in order to extract more money from me. I am also no longer certain of the location or condition of my belongings.This experience has caused immense stress, financial hardship, and disrupted my life. I have been without essential items for over two months, and Pinnacle Moving Group has been unresponsive and evasive when asked for information.Desired Outcome:Immediate delivery of all my items without any additional fees.Full transparency on the current location and condition of my belongings.Investigation into Pinnacle Moving Groups moving and billing practices.Reimbursement for any applicable damages or excessive delays.

  

  Business Response

  Date: 05/07/2025

  Thank you for reaching out and sharing your concerns. We understand how frustrating and stressful this experience has been, and we appreciate the opportunity to clarify our role and assist you in resolving the matter.
  Please note that Pinnacle Moving Group operates as a broker, not the carrier. As a broker, our role is to coordinate and arrange moving services on behalf of our customers with licensed motor carriers. While we are not directly responsible for the physical transportation or storage of household goods, we remain committed to assisting you throughout the process.
  Wed also like to clarify that, as part of your agreement, you opted for 60 days of complimentary storage, which began following the pickup of your items on February 28, 2025. Based on this arrangement, the estimated delivery window of May 34, 2025, was contingent upon scheduling with the assigned carrier following the conclusion of the agreed storage period.
  That said, we take your concerns very seriously. Although Pinnacle Moving Group is not in possession of your items, we are currently working with the assigned carrier to locate your shipment, confirm its condition, and provide a firm delivery date as soon as possible. We will advocate on your behalf to ensure that your belongings are delivered without unreasonable additional charges.
  We will follow up with you promptly once we receive an update from the carrier. In the meantime, if you have any further documentation or questions that may assist us in expediting the inquiry, please feel free to share them.
  We sincerely apologize for the inconvenience this situation has caused and appreciate your continued patience as we work toward a resolution.

• Initial Complaint

  Date:04/29/2025

  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.

  First the gave me a quote, I provided the dimensions of the storage unit, upon arrival the driver said he needed to charge an extra $500 because my storage was too large. My son works in the delivery field and said there was no way that there was an extra 100 cubic foot of stuff. I told him to ensure they packed everything. Then I was told that it would take 3-7 days before my stuff would arrive and now Im being told 11 days! This is ridiculous!

  

  Business Response

  Date: 04/30/2025

  Thank you for bringing this to our attention. We're very sorry to hear about your experience and the inconvenience it has caused. We strive to provide accurate quotes and reliable timelines, so it's concerning to hear there was a discrepancy in both the estimated volume and delivery schedule. We understand how frustrating this must be, especially when expectations were not met.
  Wed like to investigate this matter further and work toward a resolution. Please contact our customer service team with your order number or move details so we can review your case thoroughly. Your feedback is important, and were committed to making this right.