Complaints

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

close

Find a Location

Midway Moving & Storage, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Midway Moving & Storage, Inc.

  4100 W Ferdinand St Chicago, IL 60624-1027

  
• 

  Midway Moving & Storage, Inc.

  2717 W Chicago Ave Chicago, IL 60622-4405

  

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:07/11/2025

  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 have written to the company twice, they have not attempted to resolve this. I noticed a significant discrepancy between my move's original written estimate and the billed final amount. Summary of the Issue My original written estimate was $2,840, which included four workers for seven hours, one truck, travel time, and materials. The final invoice was $5,864.20, which is more than double the original estimate. The additional charges appear to stem from increased labor hours (12 instead of 7), and the addition of packing, valuation, a second stop, and disposal fees, which were not mentioned in the quote nor authorized in advance. The amount I was billed exceeds this cap by $2,740.20.I am requesting: A refund of $2,740.20, representing the amount billed over the 110% cap. A refund of $1,778.50 for unauthorized services (packing, valuation, second stop, disposal), 1. "Revised estimate provided and signed":o ***** 375.401(b): Written addenda require my signature before servicesnot during duress.Evidence: ********* admitted the "additional stop" was due to your underestimation despite our video walk-through. I never requested thisit resulted from your planning failure.Duress Context: I signed under threat of homelessness, voiding consent per Illinois Contract Law (815 ILCS 110/1).2. "Additional services requested by you":o FMCSA *******: Accessorial fees require pre-move disclosure.Service Quoted? Packing - No ********* initiated for efficiency 2nd Stop - No Your underestimation forced this ******************* recommended it during loading ****************** suggested discarding items 3. Labor Hour Discrepancy (7hrs ? 12hrs):o FMCSA 375.407(c)(2): Unapproved hour increases violate "reasonable dispatch" rules.Root Cause: Your inaccurate estimation, despite room by room video survey caused 5+ hours of avoidable delays.Please process the refund above.

  Business Response

  Date: 07/14/2025

  To whom it may concern,
  
  Thank you for bringing this situation to our attention. We take pride in maintaining our A+ rating with the BBB.
  
  
  In this particular situation, this project was significantly larger than the customer outlined during the original phone call to Midway. Upon arriving on site, a revised estimate was provided and written approval was obtained prior to beginning the project. As such, we believe the project was more expensive than the customer originally anticipated. However, not only did Ms.***** ******** provide glowing comments regarding the quality of our service, she subsequently hired Midway to move a piano to ******** as well.
  
  After providing the estimate for service requested, it appears the client was satisfied with the quality of service provided.
  
  
  If you have any further questions regarding this matter. please let me know 
  
  

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23586551
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 07/22/2025

  To whom it may concern at the BBB,
  
  
  Thank you for bringing this matter to our attention. Our current A+ rating is extremely important to us, and we strive to do everything possible to accommodate our clients' requests.
  
  
  Attached you will find our direct response to the client. As you will see, the client's original request, as conveyed over the phone, was significantly different from the actual scope of work upon our arrival on site. Immediately after assessing the situation, our project supervisor contacted our department to inform us that the job was substantially larger than anticipated and would require additional labor.
  
  
  After a discussion with the client, she agreed to the revised estimate and the need for additional labor.
  
  
  The customer was promptly given a revised estimate and authorized us to proceed with the project. Had we been aware that the customer was unwilling to pay for the services, we would not have commenced the work.
  
  
  It appears the customer was satisfied with the overall quality of service provided, as evidenced by her very generous tip to our crew at the conclusion of the project. Furthermore, she sent a message specifically thanking us for the quality of service.
  
  
  It seems the customer was pleased with the service itself but perhaps expected the overall cost to be less. While we appreciate the opportunity to serve the client, it is important to reiterate that she was fully informed of the overall pricing before the project began.
  
  
  Therefore, we respectfully deny her claim that she was overcharged.
  
  
  If you have any further questions regarding this matter, please let me know. 

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23586551
  
  I am rejecting this response.  Please see attachment.  
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:04/25/2025

  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.

  Several major issues: Midway Movers caused damages to our new home and broken our front door during move. They are refusing to cover any home damage costs or on items that they broke. In addition, they baited and switched us - original quote for our move doubled to over $4,000! My husband and I had already packed/boxed up most of our items on our own and sent photos of what needed to be moved during our quote (garage items and shed). Our moving contact assured us we would be good with the original quote around $2K. We were held hostage with nothing to do - they already had our belongings on the truck. Midway Movers broke the front door glass of our door by hitting it with a dolly, dented several wood doors and dented drywall in our home. After the move we recognized several other items were broken by the movers and noted on the claim form per ** ****** who assured us things would be taken are of.Claim form submitted via email on January 29, 2025, with photos of broken door and home damage. We noted they could send an inspector from their company over (per their Claim form) to inspect any of these items. They never did!!I sent follow-up emails regarding the status of our claim on February 26, March 6 with no reply. I sent a third follow up on March 11, 2025, and finally got a generic reply from **** - denying our claim. They provided no additional documentation from their insurance company or claim department, which I asked them to send. We would like the home damage they did during the move covered. This is damage to a private property. In April 2025 we had our attorney send a letter to Midway Moving requesting additional information and a resolution to Midway Moving, by April 21st and they still have not responded. Our total private property damage to our home and personal items is estimated at $13,993. We are seeking financial reimbursement mainly for the damages they caused to our home and are considering filing a lien on their business.

  Business Response

  Date: 04/28/2025

  Ms. ***** and Mr. ****** filed a claim with Midway, which was denied. The attached paperwork from their relocation, along with the completed claim form and denial letter, are included for your reference. The claim was settled based on the paperwork signed on the day of the move, in which they agreed to a rate of $0.30 per pound per article and signed all of Midway's waivers, including the Arbitration clause.
  The signed Delivery Acknowledgement confirms that the shipment was received in apparent good condition and that the services ordered were performed. Our records show that neither Ms. ***** nor Mr. ****** contacted our office with any concerns on the day the services were provided.
  
  

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23250022
  
  I am rejecting this response because:

  We had notified Midway Moving Company **** ** ****** the day of our move that we had several items broken at the house and ** insisted to complete a Claim Form and Midway would take care of everything. ** spoke with my husband and noted this that day on the phone on 12/17!

  The night of our move we had several items on our home damaged and have time stamp photos from the next morning to show damages. The movers were at our house until 11:40 pm, but the time they left, everyone was exhausted and we simply had no energy. We include these items in our claim sent to ** on 1/29/25, which was within our Claim Damages legal time frame.

  Midway has not completed any liability payment for our .30 cent per pound damages that they were liable to cover, they just blanket denied our claim... I asked them how to complete the estimated weight of the damaged items in my claim email on 1/29 and sent follow up requests on 2/26 and 3/5 with no response. There has been zero resolution on that front for the damaged goods.

  For a company that says on their website, 100% customer satisfaction, I do not agree at all with their statement - it's either lack of response, denying liability, poor communication and more. Very unfortunate.  

  I can sent photos of the damage they caused to our home - broken door glass, damaged drywall and damaged doors.

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

  Business Response

  Date: 05/07/2025

  This claim was handled based on the paperwork signed the day services were in fact provided.  Noting was noted at time of delivery and all waivers  were signed as well.  

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23250022
  
  I am rejecting this response because: we still have not received any reimbursement for the .30 cent per pound liability coverage. We provided a detailed claim document with the goods that were damaged.
  
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:01/24/2024

  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.

  This dispute is about a move. The quoted price for the move was $4800. The movers knew they were moving a 4 bedroom condo. The move occured over 22 hours extending past midnight to 5 AM. They final invoice issued was $15,500. They agreed to a discount on site to $10,000. an additional $1,050 tips was given for a total of $11,050. They later charged an additional $580 for storing items in their truck they could not get into the condo. After issuing a negative comment on ******* they retaliated by multiple phone calls to have the review removed. They additionally charged $3,050 to balance bill the original invoice despite it having been fully paid and signed.Our request is no billing over 15% of the original estimate. We are requesting a refunds of $5,060.

  Business Response

  Date: 01/26/2024

  To whom it may concern, 
  
  
  Please allow this email to serve as a response to a complaint filed by ********************************* 
  Providing quality service and staying within a customers budget is most important to us.  
  
  
  The following are details related to the ****** relocation. 
  
  
  On January 18, **** Midway was hired to provide packing and relocation service from **************** to 11 ****************.  
  
  
  Upon arrival, the customer required a considerable amount of packing beyond the original phone estimate. The additional service required additional labor and materials.
  It took our team approximately eight hours to pack and load two truck. 
  The customer was informed that we recommend a two day project based on the size of the relocation and logistical requirements involved. The customer then signed a revised estimate for $10,000.  
  
  
  Unfortunately, she insisted, our movers stay and complete the project in one day. The customer refused to allow the ********************** to take the household furnishing offsite to our storage facility and deliver the following day. The customer demanded the ********************** remain on-site until the job was complete. The job took 21 hours. 
  
  
  It appears the customer was hoping ******************** would honor the original phone estimate. She was informed the final invoice would be much greater as a result of the additional labor material involved. 
  
  
  Please note, the ****** family has utilized Midway service for many years. It is our goal to resolve this matter reasonably and expeditiously. 
  
  
  Additionally, the customer has a balance due of $3,050.48 due at this time. 
  
  
  If you have any additional questions related to this matter, please let me know. 
  
  
  ********************** 

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21193695
  
  I am rejecting this response because the head mover, ****, accepted a negotiated rate at the completion of the work as he said he was able to make such negotiations on site and we both signed the completed work order for $11,050.  $1000 was prepaid and my card was charged $10,050 for the work complete.  This paperwork was signed and as final.  The business is now retaliating by issuing a new invoice of about $3,000 for a one star ****** review.

  The business is also failing to provide me with a copy of the signed paperwork despite my request of such paperwork where the final negotiated price was summarized and agreed upon.

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

  Business Response

  Date: 01/29/2024

  Good Morning, 

  As I said in my previous response, Our Drivers and Crew Chies do not have the authority to offer discounts or negotiate on behalf of the company.  It was suggested to do the move over 2 days.  It is my understaning that your wife instructed the crew to complete all services on the same day.  All moves are based on actual Time and Materials needed to provide services.  

   

  Thank you,  

• Initial Complaint

  Date:04/06/2023

  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.

  Midway Moving and Storage has charged me for items they have lost. Midway Moving and Storage will NOT process an insurance claim. Midway Moving and Storage has NOT reached out to me for a solution.Midway Moving and Storage took in over $20,000 of furniture. I paid for the move, I paid for the storage and they are NOT able to locate my items. Midway Moving and Storage has ignored my phone calls, email and letters. I have disputed Storage charges for the lost items and now Midway Moving and Storage is sending me bills for storing the lost items.If this is not resolved in the next 30 days I will contact the *************** ***************** for THEFT. I will also contact ** Attorney General as they told me they were very interested in the outcome of this situation.

  Business Response

  Date: 04/21/2023

  Mr. ********, 

  You stopped payment on the credit card.  Until payment is made in full,  We are unable to review and make any settlement on this claim.  

   

  Have a nice weekend.  

   

   

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19905275
  
  I am rejecting this response because:

  My claim was made on 5/2/2021.  My account was PAID IN FULL at the time of the claim.  I had EVERYTHING removed from storage on 2/9/23 and my account was PAID IN FULL.  Midway Moving & Storage had nearly 2 years to file and complete this claim and they IGNORGED it.  At this point this I have contacted the ******** Commence Commission, 

   

  I will continue to pursue this claim. 

    

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

  Business Response

  Date: 04/25/2023

  Again.  Until this is paid in full and all disputed dropped, this claim will ot be adressed.  I am aware you spoke to the ***.  I sis as well.. I know for a fact, you were told the same this by them.  

   

   

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19905275
  
  I am rejecting this response because: 

  Midway Moving & Storage had NO intention of filing a claim.  My charges were disputed on March 2023.  I filed the claim on 5/5/2021.  My account was paid in full at the time I disputed the charges on 3/23.  Midway Moving had 2 years to file this claim.  

  During the 2 years Midway Moving & Storage had to file this claim, they ignored every email, every phone call (over 20 attempts) to settle this matter.

  IGNORE, IGNORE, IGNORE.   

  Additionally, outstanding charges is not a valid reason to without a claim. 
  

  I paid for the insurance at the time of the move.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/16/2022

  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 have been a long-time customer of ********************. 7/**/2022 I was moving to my new address moving items (storage items for years). Their employee ****, start3e opening my boxes on the truck (where he could not be seen) and was caught. His response I was only opening items labeled pillows, but I had items stuffed in the pillows. I asked him to give me the boxes, for the items in the boxes were all labeled, he refused. I could not tell what was taken initially so I just dismissed it as harmless. However, several days later I realized what had happened and contacted Midway immediately. I told them the items missing and took pictures of the cabinet that was damaged. Midway immediately asked how they could make it right, just merely hoping that I would continue to store with them, which I decided not to. They agreed upon moving all my items out I would file a claim about the cabinet, and they would address the loss; however, once they received the payment for moving my last items out of storage they have refused to follow through. I want compensatory damages for the cabinet and the items stolen by their staff. I believe that Midway is not properly vetting their employees and sending into our homes leaving us vulnerable to theft. I had been with Midway for years, but the management of the company is deplorable. I discussed this issue with **, ****, ***************************** and I believe ***** to no avail. Also, they were notified immediately upon the last move 10/27 that my piano (baby grand) was not assembled properly (the pedals are no longer working - likely assembly issue) but they refused to return. The contract reads they are responsible for assembly of the items they took apart. When signing the final delivery, I noted the items stolen and the item damaged; however, on the copies it does not show up. When signing I spoke to the delivery person of my total disgust with Midway directly. Midway has refused to take any responsibility (damage, theft, assembly).

  Business Response

  Date: 11/17/2022

  Good morning,  Ths is not Entirely Correct.  Midway did send you a claim form to complete and forward back to **.  To date we have not received that completed claim form in order to address your concerns. 

  As I stated when we spoke, Please forward it back so that we may address your concerns.  That is Policy for all moving companies.  You did not what to hear what we were trying to explain to you and hung up on me.  So again,  Please complette the claim form and forward it back so that we may address your concerns.  

   

  Thank you and have a wonderfu day.  

  Customer Answer

  Date: 11/21/2022

   
  Complaint: 18412654
  
  I am rejecting this response because: I requested the form multiple times.  ********************* has yet to send.  She never follows up I have proof of multiple emails sent to her which she never follows up.  I did not hang up on her.  When she started changing what was agreed upon verbally, I told her I would rather now communicate via emails.  What I have learned about midway is that there is continual lying by representatives and ongoing misrepresentation.  if you are able to obtain the form (claim) I will no problem completing it.  When we initiallyl discussed the claim, it was then agreed that we would wait until after the last moving of items.  Since then, they have ignored my requests 1) repair cabinet 2) assembly piano or cover the costs a professional redoing it correctly, responsibility for the items noted to them that later noted were stolen by their staff (****) opening my boxes on the truck with my initial knowledge or permission.  He was caught doing such and then refused to provide me with the labeled boxes so I could have immediately determined what was taken.  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/21/2022

  This was sent ***** thing this morning to *************  When she said she did not receive it, It was sent 2 additional times.  The exact same way.  

  Once we get the completed claim form it will be reviewed and processed. 

   

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18412654
  I have just received the claim form yesterday.  I will complete it and keep you posted if they fail to follow through.  My concern is also that they send people into our homes that *** not be properly vetted.  Please check the site for the number of theft allegations made in the past year.

  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/06/2022

  To date I have not received the completed claim form from *************  Until which time it is received, there is nothing I can do.   Once we received the completed claim form, we legally have 120 days to make an offer or demy a claim.  ************ received the claim form on 11/22/2022.  

   

  Please forward over so that we may address your concerns.  

   

  Have a wonderful Holiday Season and a Merry Christmas.  

   

• Initial Complaint

  Date:08/26/2022

  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.

  Midway Moving has had my goods in storage as a result of my being in an auto accident that left me permanently disabled.I contacted them on 7/1/2022 inquiring what the lead time was to get my things out of storage and able to move.I found an apartment and signed the lease to move in on 7/19/2022.I requested an estimate for that on 7/15/2022, and paid $1,164 for them to move my goods in on 7/20/2022.I received an email from *************************** on 7/19/2022 stating that they would be unable to complete the move without any explanation.I had to initiate a phone call to her to find out what was going on.I was told that I owed additional money for storage, but due to a new accounting system, they didn't know what it was, because they didn't invoice me or keep a running total.****** at one time attempted to blame this on me because I said I had been sick with COVID and hadn't done anything.Midway did not send me a single invoice for over 2 years!In the meantime since they have all my furniture including a bed, I had to go out and purchase a bed to sleep on. That was $1085 that I didn't need to spend.!I requested several times what the balance was that was owed but never received a reponse.I sent a demand letter via email and Certified Return Receipt on 8/3/2022 to *************************** and *********************** (President) and never received a response.In order to live in some normal manner, I went to FB marketplace and purchased 2 chairs and a lamp for $1040. I didn't need any of these things because Midway Movers has them!On 8/22/2022 I sent an email to *************************** requesting to see if they actuall have my possesions.She responded on 8/23/2022 and that I would have an invoice from them the next day and that I would need to pay that before receiving anything.It has now been 37 days I have been living in my apartment waiting for *************************** to create an invoice.

  Business Response

  Date: 09/06/2022

  Mr. *******,  

  ****** has been working with you to get these issues resolved.  There was no way for us to know you were in an Auto accident.   Please continue to work with her.