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:08/07/2023

  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.

  We had a long-distance move June 5th-6th. We ended up with broken legs on 1 bedroom dresser and 1 chest of drawers so they are both now just sitting on the ground without any legs, 12" lower than they should be. Also, when I booked, I was quoted a price of $9,929.75 but that it was based on the estimated number of cubic feet used. Based on my inventory, I was told I would need 1 full truck and about 25-30% of a second truck, but only charged for what I used. So if I used more than 25-30% of the second truck I would pay more, but if I used less, the price would go down. I put a total of $3729.95 down prior to the move. The movers were actually able to fit everything on 1 truck, so I was anticipating the final price to be lower than $9,929. When the movers presented me with the amount at the destination, it said $9,294.99, which I mistakenly thought was the ***** of the move. Apparently that was the remaining balance, which combined with the deposit I paid, made my move a total of $ *********, even though I used LESS space than originally estimated. I have been trying to contact them for the past 2 months for an explanation on the pricing discrepancy and to resolve the damaged furniture but they have been very unresponsive. They are no longer returning calls or emails.

  

  Business Response

  Date: 08/08/2023

  Dear ***,

  I sincerely apologize for the inconveniences you've faced during your recent long-distance move. Your feedback is invaluable to us, and I would like to address each of your concerns and provide a suitable resolution.

  Firstly, I am truly sorry for the damage to your bedroom dresser and chest of drawers. We understand how important your belongings are, and we strive to handle our customer's inventory with the utmost care.  Regarding the pricing confusion, I apologize for any miscommunication that led to your misunderstanding. Our intention is to provide transparent and accurate pricing information to our customers.  Furthermore, I'm deeply sorry for the lack of responsiveness you've encountered in your attempts to contact us. Our customer service has been working on efficiently addressing your concerns. Rest assured, we are committed to improving our communication channels to prevent such issues from recurring in the future.

  To rectify this situation, I have reviewed your case, and after taking into consideration your concerns, I am prepared to issue a refund of $1,500, as a gesture of goodwill.

  To proceed with the resolution, kindly provide me with the best method and contact details to process your refund. Additionally, our customer service team is available to assist you with any further inquiries or to discuss the details of the refund process.

  
  Once again, I apologize for the inconveniences you've experienced, and I am grateful for your patience as we work to make things right. Your satisfaction is of the utmost importance to us, and we remain dedicated to providing you with a positive resolution to your concerns.

   

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20433889
  
  I am rejecting this response because:

  After I posted a negative review on ******* I was finally contacted by a Zip Moving Consultant by phone who offered me $100 for the damage furniture, and an additional $400 if I agreed to remove the negative review(s) I posted. I rejected that offer because it was significantly less than what I was overcharged. As an average consumer, that doesn't deal in cubic feet day-to-day, I have no way of knowing what the difference is between ***** cu. ft. (the intial phone estimate) and *****- cu.ft. (the revised on-site visual inspection estimate) of furniture and belongings. I expected a fair and resonable assessment of the load and to be charged for the cubic feet actually used as it was explained to me. 

  Upon doing some additional research, an average 26' moving truck has up to ***** cubic feet of storage (unless you can provide me with documentation of larger interior dimensions of your box trucks). What the lead mover estimated after his visual inspection was nearly twice that since everything they moved and packed was put on a single truck. When I pointed that out to your moving coordinator, she did in fact reply, "We also admit that the New Onsite Estimate that was done on the day of the pickup was more than what can fit into one truck..." So either your lead mover that was in charge of assessing the load and ultimately charging the customer:
     a) was very bad at estimating the total cubic feet of items,
     b) has no idea how many cubic feet a 26 foot truck will actually hold, or
     c) intentionally inflated the number knowing full well that we didn't know the difference between **** cubic feet and nearly **** cubic feet, especially since at no time did he call for a second truck, which could suggest that he knew they might be able to get everything on a single truck.

   Either way, it's either negligence or dishonest, and inflated my cost significantly.

  According to my calculations, I paid for ***** cu. ft, but only used most if not all of the ***** cu.ft. for a difference of ***** cubic feet that I was overcharged. ***** multipied by the rate charged of $2.75/cu ft works out to be $4,056.25 more than what I should have been charged. This is the amount I am requesting, which I would consider as fair compensation for the overcharging as well as the damage to the furniture pieces.

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

  

  Business Response

  Date: 08/08/2023

  Hi ***,

  Thank you for your swift response.

  In light of the unfortunate series of events you experienced, I would like to extend our offer of resolution even further. We fully acknowledge the inconvenience and stress you endured and, with that in mind, we are prepared to increase the refund to $2,000.  This updated refund reflects our sincere commitment to addressing your dissatisfaction and making things right.

  Please rest assured that we take your feedback to heart. We are actively implementing measures to enhance our service quality, communication, and customer support to prevent similar issues in the future. Your feedback plays an instrumental role in our continuous improvement.

  If you have any questions or if you would like to proceed with this updated resolution offer, please do not hesitate to reach out to us at ************ or reply to one of our emails. Your satisfaction remains our top priority, and I am dedicated to ensuring that this matter is resolved to your complete contentment.

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20433889
  
  I am rejecting this response because:
  

  Thank you for your commitment to a resolution of this matter and your compensation offer, however your offer is still 50% of what it appears I was overcharged. I'm absolutely willing to work with *** and want to pay fairly for the services I recieved, however there has been no denial from Zip that I was overcharged, nor an explanation on why I shouldn't be entitled to the full refund amount of $4,000 (which doesn't even include the damages). If there is a legitmate reason why I wasn't overcharged, I'm definitely open to listening. Unless I can get a full refund or a satisfactory legitimate explanation on why I'm not entitled to a full refund of what I was overcharged, I have to assume I may have been a victim of an attempt to be taken advantage of and will have to consider filing a complaint with FMCSA. But I'm hopeful we can come to a resolution and won't have to go that route. 

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

• Initial Complaint

  Date:07/04/2023

  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.

  Zip "SCHEDULED" my pickup on 6/27 (between ****pm). On 6/27, I called the coordinator, *******************, for an ***. She stated, the movers are on the way and will arrive within the *** window. At 2:45pm, I received a call from the driver of an unknown moving company (something ***) to advise they were NOT going to arrive bec the previous customer didn't pay, so they would not unload their goods. The following day 6/28, 3 men arrived at my home in a U-Haul truck and in plain clothing. No uniforms, no logos, no truck ads. I had no way of knowing who these men were and I was NEVER informed by ZIP about sub-contracting with another company. The driver knew nothing about WHERE or IF my belonging would be stored or when I would receive my items. The employees on Zips site are all wearing company shirts w/logos and company trucks w/ Zip ads. This is deception. Their mission states Our fleet consists of trucks...equipped for relocation. A U-Haul truck is not part of their fleet. The driver walked through my home and immediately began demanding more money. When I expl my contract was with Zip, the man became very aggressive and began speaking loudly in another language in my garage. This was unprofessional and intimidating! Zip expl the price COULD change based on total WEIGHT, but the driver attempted to charge more BEFORE weighing any items. I did not feel safe as a single woman around these 3 unknown men in street clothing in a U-Haul truck DEMANDING money. The Zip "supervisor" ****** never returned my calls and suddenly disappeared.ZIP dropped the ball SEVERAL TIMES and I ultimately had to call a reliable moving company, which arrived in 2 hours because I had to vacate by the end of day. Out of $3,717.53, ZIP only refunded $609 claiming I canc. ZIP kept $3,108.53 for providing ZERO service. Zip was a NO SHOW on the scheduled p/u date. I also felt UNSAFE around the AGGRESSIVE man ZIP sent to my home in a U-HAUL truck and street attire, so I asked him to leave.

  

  Business Response

  Date: 07/13/2023

  I am writing in response to the complaint filed by ************************* regarding her experience with our company, Zip Moving and Storage. We take customer feedback seriously, and we sincerely apologize for any inconvenience and dissatisfaction caused by the handling of their move. We appreciate the opportunity to address their concerns.
  
  
  Firstly, we deeply regret the miscommunication and subsequent cancellation on the customer's side of the pickup on 6/27. Regarding the engagement of an unfamiliar moving company and the absence of clear identification on the truck and attire of the movers, we understand why there might have been some confusion on customers' part. We deeply regret the oversight in failing to inform the customer in advance about the involvement of our partners in their move. Transparency is a core principle at Zip Moving and Storage, and we apologize for any confusion or unease caused by this lack of disclosure. We want to emphasize that we have established contractual agreements exclusively with experienced and reliable moving professionals. 
  
  
  Additionally, as a gesture of goodwill and to express our commitment to customer satisfaction, we would like to offer ************************* a refund. We understand the frustration and inconvenience they experienced throughout this process, and we want to make amends for the subpar service provided. Our aim is to ensure that our customers have a positive moving experience, and we deeply regret falling short of those expectations in this case. 

  Customer Answer

  Date: 07/13/2023

   
  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.

  I would also like to include, the subsequent cancellation was not due to the customer on 6/27, as the business noted in their response.  The business was a NO SHOW on the 27th (this is also confirmed via their recorded calls on 6/27).  I will accept the full refund as noted in the business owner's response.
  
  Sincerely,
  
  *************************