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:07/08/2025

  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.

  To whom it may concern:I moved and use J&P moving in September 2023 and they have been holding onto my furniture and belonging since then and I was $75 for a monthly fee for storage. I have a letter from J&P Moving notifying me that there was an increase in my monthly fee. It pays $127.50 a month and that was to start on April 1, 2025, and that was great. I was notified via phone on June 19, 2025, that Advanced Moving in storage had taken over J&P Moving and had already moved all of my belongings into one their warehouses. I am furious that I had no knowledge, nor did I consent to any of this! Now I have used Advanced Moving and storage back in 2017, but in the end, they took all of my belongings without calling me or notifying me that this was going to be done and I had all my tax records and I dont even know when they took all of my belongings without calling me, notifying me via phone or email or certified letter. So, you may understand why I would never use their services ever again. I received a letter with multiple misspellings, and they even misspelled J&P moving to P&J moving. That would normally set me off as a complete scam. Advanced Moving had already taken over J&Ps phone number so I cant even talk to somebody from the original company I had done business with now. They went ahead and sent me an email informing me of the change that had already been done, and I have no idea my belongings are at. I dont know if everything is exactly the way it was when J & P Moving had all my belongings, and I do not even know where they are located or if anything is missing or broken at this point.The letter informs me of what all of the fees are, but not how much it would be costing me. Then I received an email stating that my storage fee will be $270 a month. That is outrageous. There is no way for me to almost $300 a month. What I want is for advanced storage to pay and have people deliver all of my belongings into a storage locker of my choice.

  

  Business Response

  Date: 07/17/2025

  7/17/2025
  
  ***** *******
  
  ID: Complaint ID: ********
  
  J & B Moving Service went out of business and their storage customers were acquired by ******************************************* & Storage in June 2025.
  
  All of J & B Moving Services storage customer vaults and customer files were brought to the ******************************************* & ******************** ***********, IL facility, unopened, and were placed in our climate-controlled storage facility.
  
  This customers monthly ********************** is $150.00 per month; however, she owes daily storage from the prior month which brought the total amount due to $270.00 to bring her account current.
  
  Advanced Moving & Storage has reached out to this customer several times, however she hangs up as soon as she hears who is calling and has not returned our calls.
  
  Advanced Moving & Storage is happy to either maintain the current monthly storage or assist this customer with relocation.
  
  We have not received a payment or a response from this customer.

  Please contact us with any questions.

• Initial Complaint

  Date:07/01/2025

  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 paid deposit in April 2025 for move from ******* to **, paying deposit via credit card. Terms stated balance would be due via ********* Check upon delivery. Their website has a form that says...if you cannot give up a four-star review, let us know. There were some issues with the pickup, so I filled out the form. Instead of addressing it, the company got vindictive and kept changing payment methods. They first said I would have to overnight the ********* Check before delivery. Then they said I would have to wire the balance. Then they said I would have to get a second ********* Check to replace the balance paid on my credit card from April. I had to go to a local bank, open an account, and take a cash advance from credit card in order to get my things back. When I turned over the 2 ********* checks, I filed a dispute with my credit card company to notify them of the expected refund. Advanced has not yet refunded my card.

  

  Business Response

  Date: 07/09/2025

  July 9, 2025
  
  ********* **********
  
  ID: Complaint ID: ********
  
  This customer used a credit card to pay the 50% deposit to book a move from ******* to **************.
  Advanced Moving & Storage loaded this customers household goods items on 5/23/25 with a delivery window of 6/6/25 through 6/14/25.  She was informed that we would call as soon as the departure and delivery dates were available. While waiting for the departure date for her delivery, this customers behavior and comments, which included threats to our customer service personnel, caused ******************************************* & ******************** to require a cash replacement for the credit card payment.
  
  During the delivery confirmation phone call, this customer was again informed of the refund policy. The credit card refund was pending the full payment of the moving charges in the form of a cashiers check, bank wire, or cash and that the customers signature was required on the Credit Card Refund Agreement at the time of delivery, she responded that she would not sign the refund agreement and that she planned on contacting the bank to do a chargeback as soon as the move was paid and delivered.
  
  On the day of the delivery, the customer refused to sign the refund agreement.  Advanced Moving & Storage cannot refund this credit card payment with a pending chargeback. As we have stated to her previously, we will not dispute a chargeback from this custom.
  
  Please contact us with any questions.

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23541054
  
  I am rejecting this response because: this vendor changed the payment method three times with the five days prior to delivery. I never once disputed the **** charges until they demanded cash payment. I sent them copies of the cashiers check for the balance. When they demanded another cashiers check for the **** funds which they had since April, all trust was lost. I could not give them a cashiers check for the citi amount without notifying Citi of the double payment. I read in other reviews this trick Advanced had played on others, demanding cash payment at the last minute when they had received the funds in April, in my case.  ************ has no morals. I could not sign the form as I had already filed the dispute with ****. Their sketchy practices need to be on record.  They owe me and have basically extorted payment when they were paid the deposit in April and had a copy of the Cashiers Check for the balance. I have never dealt with such a scary company before. How could I believe they would refund the amount when they acted so psychotic? They had the deposit from **** since April and I never disputed it until they demanded cash payment. I spoke to the police here and we discussed having the police here for the extortion, but I decided in order to get my life's belonging back that I would just work through Citi. Employee ***** sent and email stating they would refund the amount. But all trust was lost due to their unreasonable demands. I always acted in good faith regarding payment. I even had to call the company to confirm the weight after pickup since they never got back to me with this info as promised. The **** dispute can be withdrawn at any time, but why would I believe they would refund Citi when they had those funds for 2 months and I never disputed it?  ************ engages in unethical payment practices, and through this complaint, it is on record. Thank you. 
  
  Sincerely,
  
  ********* **********

  

  Business Response

  Date: 07/28/2025

  July 28,2025
  
  ********* **********
  
  ID: Complaint ID: ********
  
  
  In response to Ms. *********** rejection:
  
  During the delivery confirmation phone call, this customer was informed of the refund policy. We explained that the credit card refund was pending the full payment of the moving charges in the form of a cashiers check and that the customers signature was required on the Credit Card Refund Agreement at the time of delivery.
  
  This customer stated that she would not sign the refund agreement and that she would contact the bank to request a chargeback as soon as the move was paid and delivered.  We explained that if this was her preferred method, Advanced Moving & Storage would not dispute a chargeback for this transaction.
  
  On the day of the delivery, this customer refused to sign the refund agreement (please see the attached agreement).  
  
  Once again, Advanced Moving & Storage cannot refund this credit card payment without a signed Credit Card Refund Authorization and with a pending chargeback. As previously stated, Advanced Moving & Storage will not dispute this chargeback.
  
  This customer needs to contact the credit card issuer concerning the chargeback from this transaction.
  
  Advanced Moving & Storage considers this claim closed.
  
  Please contact us with any questions

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23541054
  
  I am rejecting this response because:
  Of the false statement in their response. I did not say I would contact the bank to nullify any cashiers check. I mentioned the bank told me it was possible to do so if the movers continued to play games and change their payment requirements, as they had done three times in the preceding five ******* is common practice to let a credit card company know if a credit is expected, and that is what I did. It was puzzling that this company would return the credit card money they had received 6 weeks prior when I never once contested payment.  Because Advanced had made so many different payment demands, and delivered outside the delivery dates on our contract,  it was impossible to determine if they would ever refund the credit card money once I turned over the 2 cashiers checks. They sprung this last payment demand on me less than a day before delivery, so it was impossible to know if they would even accept the cashiers checks.  My not signing their document does not erase the fact they now have received the two cashiers checks as well as the credit card payment, so they have about $7400 instead of about $5000. They clearly owe me the money. Their continued reluctance to return the credit card payment should not have anything to do with their request to sign a document. The email from ***** ******* said they would refund the credit card payment since they now demanded another cashiers check. There is nothing in her email about not letting the credit card company know. There is no doubt they owe me the credit card payment since I paid via 2 cashiers check in accordance with the sudden payment change demand. 
  Sincerely,
  
  ********* **********

• Initial Complaint

  Date:05/25/2025

  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.

  The movers demanded payment in cash which was not disclosed to me as a requirement. We could not drive to the bank because our car was blocked in by the moving van, and we were charged for the hour it took us to walk to an ATM even though the crew wasnt doing anything. The owner was extremely unprofessional and rude.

  

  Business Response

  Date: 06/05/2025

  March 29, 2025
  
  Tallinn Warble
  
  ID: ********
  
  This customer booked her move on May 17, 2025, for Sunday May 25, 2024, with a $100.00 deposit, leaving a balance due of $1,120.00. The estimate was based on the information that  the customer provided over the phone.
  ******************************************* & ******************** explained verbally as well as in writing on the signed Booking Confirmation, There is a 3-hour minimum. After the first 3 hours we charge by quarter-hour. You only pay for the actual amount of time used to complete your move.  The time starts when the crew arrives at your current home and ends when they are ready to depart the final destination.  We add the flat truck fee to the total.
  
  The Advanced Moving & Storage representative explained that the balance due was payable by cash or cashiers check on the day of the move before the movers unloaded the household goods at the destination and to have extra cash just in case the move took longer.  Please see the attached Signed Booking Confirmation.
  On Friday, May 23, 2025, the customer received a courtesy phone call and email confirming her move, the balance due, reminded her to have extra cash just in case the move takes longer, and reminders about packing. Please see the attached confirmation email.
  
  
  On the day of the move, the customer did not have the required balance due as instructed and had to leave while the move was in progress to retrieve the payment.
  This customer was charged for the time that it took to complete this move.
  Please contact us with any questions.
  
  
  

• Initial Complaint

  Date:07/22/2024

  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.

  The transaction was on April 5,2024 I paid for a move and packing of household items the total was $853.58 on my credit card. I called back a few days later to cancel the move due to lose of new apartment. I have called multiple times and no one seems to know what is going on or there is no one that can answer my questions is there. I just want my money back I am a senior citizen and live on a limited income.

  

  Business Response

  Date: 08/07/2024

  8/7/2024
  
  **************************;
  
  ID:  # #********
  
  This customer booked her move for May 9, 2024 on April 9,2024.  She paid the total amount estimated of $820.75 plus the 4% processing fee of $32.83 using a credit card.  This customer called to cancel her move on April 22, 2024.  Due to the amount paid in advance on a credit card, we always recommend suspending the move, retaining the deposited amount for use on a later date, as the processing fee is not refundable.  This customer requested the full refund which was finalized by our accountant on 7/30/2024. Advanced Moving & Storage apologizes for the delay as due to a misunderstanding, this accidently fell through the cracks. 

• Initial Complaint

  Date:05/06/2024

  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 picked this business because of the A+ BBB rating and for them not being a broker. This business quoted me $3,335.16 for a move from ***** to ***** on 2/23/24. I paid them with a Chase credit card half the balance due for them to pick up my items ($1905.88 (with 4% CC charge)). Pickup was 3/12/24, drop off was agreed to be latest 4/1/24. Paid $1905.88 for remaining balance on a Capitol one card. The delivery was late, and the day before delivery they demanded $675 extra for not being able to fit a semi in apartment lot. This $675 charge was not previously discussed, and the delivery address was known from the time of the original quote. I told them that I wasnt paying them an amount that wasnt mentioned in the quote as it was their responsibility to quote accurately. Oh my They withheld my items until I WIRED them guaranteed funds of $4,486.17 with the assurance that they would refund my two original payments of $1905.88 (totaling $3,811.76). This puts my total investment at $8,297.93. I have a signed document stating they would refund me $3,811.76 along with emails from the office manager. My materials did not arrive until 4/11/23. One of the movers was not an employee of their company but was a local mover brokered out. It was my understanding during the quote process that only movers from their company would be handing my items. Of the two movers, one was elderly in a U-Haul. I had to pay my neighbor to help carry my bed in because their employee was incapable. It is now 5/6/23. I have followed up on more than 10 occasions with this company and have received no response/refund as of this week. This experience has been both financially and mentally exhausting. *****, my main point of contact is exceedingly rude, condescending, and has not followed through on her signed agreements. I cannot get ahold of the owner or any other point of contact.It is with my most sincere hope that you can help me get this issue resolved and prevent it in the future.

  

  Business Response

  Date: 05/17/2024

  May 17, 2024
  
  *******************************
  
  ID:  # #********
  
  This customer booked a shared delivery interstate move,which is via semi-truck, to ******* with a delivery window of 3/15-4/21.  The truck was scheduled to depart on time,however mechanical issues were found which prevented this.  This customer was informed that the truck was in the repair shop with a mechanical failure and this shipment would be late,but would be expedited upon its return to service.  Unfortunately, this customer became verbally abusive/hostile and threatened that she would do a chargeback on the credit cards used to pay this move.  She was provided with the repair invoice & the Bill of Lading T&Cs concerning mechanical breakdowns, and was informed that all credit card payments were required to be replaced with guaranteed funds.  This delivery took place on 4/11/24, only eight business days past the delivery window.
  On the day of delivery, Advanced Moving & Storages driver had to rent a local U-Haul truck for use as a shuttle service in order to perform the delivery at this customers destination address as this location did not allow for semi-truck deliveries.  The other helper with our driver was from our network of approved movers in that area. Our office did not receive any complaints concerning this delivery.
   During our investigation of the refunds due, one refund of $1,905.88 was completed on 4/30/24. The second refund was accidently overlooked by a new accountant and will be processed the week of 5/20 once new account and credit card processing system has been approved for use.  Advanced Moving & Storage is sorry for this delay and the inconvenience this has caused. 

• Initial Complaint

  Date:05/04/2024

  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 hired this company to move my one-bedroom apartment. The movers only moved half my items and stated they would come back the next day. Lie # 1. The original move was on a Monday they didn't return until Friday. Lie # 2 they stated my couch was too big to move. Obviously it isn't it got into the apartment without any issues. Lie # 3 is that they saw a cockroach and didn't want to move the items and risk getting the truck infested. But they turned right back around & offered to complete the move for an additional $700 plus. After I've already paid close to $1000. I had to rent a Uhaul and have a younger family member move the rest of my ***************** items. I had to leave my ******************** which were almost brand new. I am a senior citizen that's on a fix income. No way could I afford to hire a new moving company. Now I have to find a way to buy a new *********************

  

  Business Response

  Date: 05/17/2024

  May 17, 2024
  
  *******************
  
  ID:  # # ********
  
  This customer originally booked her move for Monday 4/29/24.  ******** arrived and noted that the customer was not fully packed and extra hours would be required. ******** moved as much as they could for the three hours and the second part of the move was booked for Friday 5/3.
  On Friday 5/3, the crew arrived at the customers house and spotted cockroaches. Photos were sent to management and the move was immediately due to health hazards.  The customer was only charged the ****** minimum and we waived the fee to bug bomb the truck.  Advanced Moving & Storage is sorry that this customers move had to be canceled, but we cannot allow cockroaches in our trucks, to be handled by our employees, or risk the spread of them.Photos are attached.

• Initial Complaint

  Date:03/19/2024

  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 found them on ****** calling around asking moving prices because I was moving from *********************************************************************** to another state that state was ****** ******* address there ************************************** so they gave me an affordable quote and the day they would have my stuff delivered so my delivery date was 3/04/2024 to the new address in ****** ** I paid this business ***** dollars to deliver my thing and didnt get my sofa I been patiently asking when are youll going to deliver my furniture when I have paid youll they been giving me the runaround saying they dont have a date which is so unfair when I paid youll to deliver me everything out my apartment to my new place in a new state so I am coming to youll for help I dont know what to do. At this point and I have gave out all this money and dont have my furniture I ask them can I speak to corporate they say theyre cooperate they been so rude and unprofessional to be its really insane no customer deserves this kind of service at all when youve paid your money to move from one state to another some of my items was broken that I had box up appropriate as well I let them knew that as well more so I was concerned with my sofa I paid a lot of money for I ask them for an reimbursement as well not a hold refund but at least some of my money back plus my sofa off they mistake that they made for all the unprofessional things they have done and I still have not received any help from them.

  

  Business Response

  Date: 03/22/2024

  March 22, 2024
  
  ***************************
  
  ID:  #********
  
  Advanced Moving & Storage completed this customers delivery within her delivery window on 3/04/24.  As soon as we found that the sofa had accidently been left behind in our warehouse, we contacted her to apologize for the error and informed her that her sofa would be on the next interstate shipment going Southwest and that we anticipated a delivery window of 3/15-4/1/2024.   
  As 3/20/24 this customer had already received the call from our customer service department sharing that her delivery is planned for the week starting 3/25/24 and that the date and time of the delivery will be announced as soon as the truck departs.
  
  Advanced Moving & Storage considers this claim closed.
  

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21450993
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************** I am rejecting due to the fact of I been I calling them and they been giving me the run around saying it was going to be delivered and two weeks prior to the date they delivered my order furniture and never came I call them last week they say they didnt have a date and I call today now telling me the same thing as well they doubt have a date yet which is unfair when I have already paid this business for my service it not professional at all.

  

  Business Response

  Date: 04/02/2024

  April 2, 2024
  
  ***************************
  
  ID:  #********
  
  This is in response to the customers rejection. 
  This customer has been informed that the truck for this delivery is in repair for a mechanical failure and that this shipment will depart as soon as the truck is returned in safe and fully operational condition. Advanced Moving & Storage considers this claim closed.

• Initial Complaint

  Date:03/11/2024

  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.

  Advanced Moving and Storage moved me out of my house in *********** ******** on 12/19/2023. Brought 5 guys, 1 walked slower than my grandma, and another I caught smoking in my basement twice, he said it was dust. I called the sales guy and left a message. I have a long driveway and was agreed on to have 2 trucks instead of a semi so they could back down the driveway. But they came with a semi and had to bring allllll my garage items and basement items twice as far. Adding time to my bill. The move in was 12/22/2023. In ********** ********. That morning they showed up at ********************* agian!! Adding 1 more hour to the move, I called ***** the office lady and she said don't worry we will adjust the bill. She never adjusted the bill and said GPS said 7 hours and charged me the whole time, even those the spend an hour going to wrong house. I paid for 8 hours total before the move. The move in took 6 hours from dock to doc taking off the extra hour. She sent me a check after 2 months for 1 hour and should be 2. So I would like a refund for the hour they spent going to the wrong house, should be more since the move in was way longer than should.

  

  Business Response

  Date: 03/22/2024

  March 22, 2024
  
  ***********************
  
  ID:  #********
  
  Advanced Moving & Storage found an error in the original audit that was performed on this customers move documents.  The last half of his refund was mailed via **** about 1-1.5 weeks ago and should have been received by now. To date, Advanced Moving & Storage has issued and mailed two refund checks in the amount of $285.00 each (total of $570.00), each check is the equivalent of 1 hour of labor that the customer was due.
  ******************************************* & ******************** considers this claim closed.
  

• Initial Complaint

  Date:03/11/2024

  Type:Billing 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.

  Booked move on 1/29 for a move on 3/1 with a window from 8am-10am for my parents who were moving out of an assisted living facility. Prepaid the remaining estimate 4 days prior to the move. On 2/28 they said they overbooked and could we move our time to 1pm-3pm. We agreed, trying to be good customers, and requested the crew from our previous move. On the day of the move, received a call at 2:30pm that the crew was running late and they would be there around 5. They advised that there wasn't another crew available. Ultimately was told that the crew wouldn't arrive until 7:30pm. Since we were moving out of a managed building, that late of a move was not possible. In addition, the move would not be completed until at least 11pm, which is unreasonable for a couple in their 70s. That does not constitute "reasonable dispatch" as mentioned in the contract. We compromised to first thing the next morning, 3/2. When discussing this, we mentioned getting some kind of credit and the customer service rep told us that they had no control over it. This change forced my parents to stay at a hotel for the night and the assisted living facility charged us for an additional day - approximately $450 in additional expense due to their scheduling issues.The move happened on 3/2 (after several calls that morning to confirm they were coming). We followed up with the customer service rep on 3/4 and the same person confirmed they WERE the one to talk to and would investigate. Followed up on 3/5 and traded voicemails on 3/6 and 3/7 to ultimately be told that because we didn't allow the move at 7:30pm, we were not entitled to a credit. We requested a conversation with management and have not heard back. Our movers said we were entitled a time credit, which we have received no communication on. Was hoping customer service would be willing to provide some kind of credit as they were responsible for scheduling. They have been unwilling to even discuss.

  

  Business Response

  Date: 03/22/2024

  March 22, 2024
  
  *********************
  
  ID:  #********
  
  Advanced Moving & Storage explained that 8:00-10:00 am arrival window for March 1, 2024 was accidently over booked and this customer was asked if they could switch the afternoon 1:00-3:00 arrival window, which was accepted.
  The customer that was scheduled for the morning move that day was estimated for 5 hours, which would have put the arrival time for this customer at approximately ********* pm. The morning customer did not inform us of additional inventory of items and a long distance walk from the parking area prior to our arrival which caused their move to take longer than we had estimated. 
  This customer was contacted around ****** to let them know that the morning move was taking longer than we expected and that the crew would be arriving later than planned.  We planned to send the first available crew. The last call to this customer was at 4:55 pm letting them know that the crew was preparing to depart and would be there between 5:30 6:00 pm.  They were offered the option to either complete the move that night, cancel for reimbursement of the deposit, or to have us perform the move the next day with the 8:00 am-10:00 am window. The customer chose the next day with the ********** am arrival window. Per the customer request, the move was completed the morning of Saturday 3/2/2024.  As the customer service representative later explained to this customer, we completed the move as she requested and she was only billed for the actual time it took to complete the move. 
  Advanced Moving & Storage strives to make our customers happy and we try to provide the best service possible.  We do our best to provide accurate estimates and scheduling, but from time to time we encounter unforeseen issues and delays while providing our services.  Advanced Moving & Storage is sorry for any inconvenience this has caused.
  
  Advanced Moving & Storage considers this claim closed.

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21416296
  
  I am rejecting this response because:

  In the initial scheduling of our move, we had agreed upon a specific time. However, Advanced Moving, by its own admission, overbooked the said slot and requested a change, to which we complied in good faith. Another customer taking longer than expected is not our fault and, as stated previously, a move at 6pm was not possible due to the facility manager no longer being present. Understanding that unforeseen circumstances can arise, it is our belief that the responsibility of remediation falls squarely on the shoulders of the service provider. In addition to imposing on our time, these delays caused us to incur unplanned expenses of approximately $450. We are not requesting a full refund.  We believe it is fair and justified for the company to issue a partial credit to offset the costs that we incurred as a result of the errors on their end.

  We trust that Advanced Moving will take our request into consideration and act in good faith, acknowledging our patience and cooperation despite the inconveniences caused by these unforeseen changes.
  

  

  Business Response

  Date: 04/02/2024

  April 2, 2024
  
  *********************
  
  ID:  #********
  
  This is in response to this customers rejection.
  
  Advanced Moving & Storage completed this customers move on March 2, 2024.  Advanced Moving & Storage makes every effort possible to meet the scheduled arrival window for our customers moves,however from time to time our schedule is affected by unforeseen circumstances,at no fault of ours, of which are beyond our control. This customer selected from the options we presented, due to unforeseen circumstance, of which were completed. Advanced Moving & Storage considers this claim closed.

• Initial Complaint

  Date:02/23/2024

  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.

  Used moving services of Advanced Moving and Storage from December 20 - 22, 2023. Company requires move to either be paid in advance or in cash on day of move (which would be a lot of cash to have on my person). I paid in advance based on move estimate prior to move. We did our own packing and had one less move location than was in the original estimate. As such, the move came out to be $1,743.25 less than what we paid and I am owed this as a refund. This amount, that I am owed refund of $1,743.25, is undisputed. This amount was known as far back as December 22, 2023 (and *****, last name unknown, who appears to be in charge of customer service confirmed I am owed this multiple times including as recently as February 16, 2024). It is now over 2 months later as of today and I have yet to receive a check for the refund that has been acknowledged for over 2 months despite following up weekly. Amount of money listed below is amount of the refund owed.

  

  Business Response

  Date: 03/25/2024

  March 22, 2024

   

  ***************************

   

  ID:  #********

   

  Advanced Moving & Storage issued and mailed the refund for this customer after his move.  We were later informed that it was not received.  The check was not returned to our office by the post office, it had not cleared our bank account, and it was later found that there was an error in mailing address.  This refund was resubmitted through the verification and refund process.  This customer disputed his credit charge the amount of $726.96 was debited from our account which we will not dispute.  This customers refund amount has been adjusted to reflect the credit due, less the disputed credit card charge amount, and should arrive during the week beginning March 25, 2024

   

  Advanced Moving & Storage considers this claim closed.

   

  Customer Answer

  Date: 03/31/2024

   
  Complaint: 21337409
  
  I am rejecting this response because:  the claim cannot be closed until Advanced Moving & Storage actually sends the refund.

  It is now 3/31 and again no refund has been received.  So (at least as of today), it would appear that the company did not issue the refund as represented to the Better Business Bureau to "arrive during the week beginning March 25, 2024."  As per the attached, the company made a similar promise the week of March 6, 2024 (when the credit card company charged back the $726.96) and did not send it then either.  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/09/2024

  April 9, 2024
  
  ***************************
  
  ID:  #********
  
  In response to this customers rejection:
  Once again, Advanced Moving & Storage issued and mailed the refund check to this customer as previously stated.  The mailing address on the refund was verified to be correct and it was picked up by our **** mail carrier. 
  Advanced Moving & Storage considers this claim closed.

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21337409
  
  I am rejecting this response because:

  The business (or at least the person responding) is making a false statement.  I have not received.  They also just told a state regulator last week they havent sent out yet so what they are representing to BBB is false.  

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

  

  Business Response

  Date: 04/09/2024

  April 9, 2024
  
  ***************************
  
  ID:  #********
  
  In response to this customers rejection:
  Once again, Advanced Moving & Storage issued and mailed the refund as previously stated.  This will be delivered via USPS.   The details about this complaint were discussed with the ******** ******************* and this customers statement inaccurate.   The ICC is aware that this check was mailed and if it has not already been delivered, it will be soon.  

  Advanced Moving & Storage considers this claim closed.