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:12/20/2024

  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.

  Sept-hired *** to move parents to memory care in **. **** ******-initially helpful, said a delivery date in early Nov was doable. Important-we had organized airfare and time off to bring my parents and set up. He "understood our logistics" and "call the Mon of delivery week and nail down a 2 day window for delivery in early Nov + I will be your contact person from this point forward. Unable to reach anyone during the week told to call.10/28 (2 days late),was not TMS but ******* that came. The driver told me that *** subcontracted them and presented me with a blank contract. Because I was concerned boss, ******, called me to walk me through it. He told me that Nov 1st/2nd was not possible but he "understood our situation" and "would go right to Cinci without taking on other loads. He would call me the next day to tell me a delivery date .I signed the contract but was not provided with a copy. Never called and did not respond to any further contact. I reached out to *** to get working contact for *******, to get our subcontract, to find a delivery date. Nobody responded and out contract not provided. At some point info from ******* responded and said they had 21 days to deliver the items, per the contract My sister found an email for the owner of ***, he did not respond. Nobody responded until 11/26, when my sister emailed saying that the 21 days was about to expire, **** ****** from *** said 30 days was built into the contract.******* delivered 12/6, with several furniture items and four boxes missing. ****** communicated only on this day, stating everything is accounted for. I have emailed both ******* and TMS many times to ask them what the process is for finding and delivering our remaining items and have met with silence. I have filed a complaint against ******* but *** should also be responding and ultimately responsible. The situation has been horrible and TMS have gone out of their way to be as unhelpful, evasive and nasty as possible in their communications.  

  Business Response

  Date: 12/20/2024

  You were not involved in the move until after the pickup, making your complaint both inaccurate and misleading. All terms were agreed upon prior to loading, and the delivery was signed for with full acknowledgment of receipt of goods.
  
  

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22707891
  
  I am rejecting this response because:  It makes no sense. I have been involved since the beginning, in fact been told they would only communicate with me, as the contract holder, in multiple communications when my sisters and allayer reached out when we couldn't (still haven't) get a contract or delivery date.  Upon delivery, we were told we had to pay, per the contract (though they would not provide it) before the truck would even be unlocked and the things viewed.  It was second time and last time ****** was available by phone (first was when he wanted me to sign the blank contract and pay upon pick up.  When asked about an inventory this is when ****** from ******* was angry and said "all is accounted for."  When in fact things were missing after all, something the driver and ****** acknowledged, he told me "because things were accounted for he knew exactly where to look for them" and "not to tell him how to do his job."  This was when I simply asked what the process for finding, communicating about and delivering the remaining items would be.  He told me email.  I did - to him and to TOP MOVING SOLUTIONS several times and no response.  I AM the client. I have been involved from day one and still am and the stuff is missing, ******* has acknowledged 3 furniture items and boxes ***** are missing per their own records.  That is not in question.  What IS in question is WHERE are parent's things is and when it will be delivered!  SO reasonable and all heavily documented in emails and texts.   We paid you deliver our parents household - all the precious, sentimental, important things for two fragile elderly people in memory care who already had to wait over a month without any of their things and no info on when it would arrive.  This has been absurdly cruel and lacking in problem solving or proper business practices and now their thing are just missing - photos, art, memories, shoes - because you guys have not once just done your job a straightforward or honest way.  Address the actual question.  Where is there missing stuff, when ill it be delivered and how will you let us know about the process.  Anything else amounts to fraud and theft,   
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 12/23/2024

  We are not MD ******************** and your sister signed everything was delivered as previously attached.

  Customer Answer

  Date: 12/25/2024

   
  Complaint: 22707891
  
  I am rejecting this response because:  That is MY signature on the page you sent.  That is my signature on the PICK UP on 10/28.  You can see the date.  The delivery date was 12/6 in **********.  You have no signature page from my sister saying everything was delivered because they established it wasn't.  ****** acknowledged it wasn't to me and said " it was accounted for and he knew where it was" but then dropped off the face of the earth.

  My signature is on the wrong line there because I signed the contract under duress  - it was presented blank (your companies info with the initial estimate and invoice asks clients to report any blank contracts presented but you seem unconcerned) and because they were several days late.  The pick up window was 10/26 or 10/27 when I had hired care for my parents.  Instead it was 10/28 when they showed up and I was taking care of my parents and child while trying sign a contract I wasn't expecting.  LOOK at the piece of paper, be curious about the facts and help a customer rather than defend your subcontractor who STILL has our stuff and won't respond to ANY contact.  Worry about them working under your name and help us if you have any merit as a moving company.  It would be so easy to hold them accountable for finding 4 boxes and communicating with us - we don't even care about the furniture at this point. 

  I never said you were MD transportation????  I said you each led us to believe you were aware of our timing concerns and were working with us to meet them or we NEVER would have hired you.  You apparently deliberately misled us and now instead of problem solving with your sub contracted company to find our parent's missing things you are just trying to deflect all responsibility.   
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 12/26/2024

  The delivery acknowledgment has been included, maam. Please note that using capital letters and expressing indignation does not change the fact that your sister signed and acknowledged receiving her load.  If you would like to file a claim you can do so at ***********
  
  
  

  Customer Answer

  Date: 12/27/2024

   
  Complaint: 22707891
  
  I am rejecting this response because:  You have NOT included a signed receipt from my sister because you don't have one.  You have included the pick up sheet with my signature on 10/28.  Again the delivery was 12/6 with my sister, I am ******* *****.  That is my signature on 10/28.  Look at the item you attached.  You calling me mam and scolding me for having high emotions does not change the facts.  Why not just help resolve the issue?
  

  Your company lied to us about the timing, who would be our touch points and people to reach out to, sent is a subcontractor who violated your own blank contract specifications, were 4 days late, failed to communicate with us for over 1 month then delivered a partial load and told us to email them for the process (****** acknowledged they had not arrived). then has dropped off the face of the earth and not once responded.  WHY NOT HELP US?  I just want accountability and help getting my parents belongings.  Capital letters here is begging and being upset... you should not focus on that you should focus on your business practices and ethics.  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:08/12/2024

  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.

  My wife, *********************, communicated with a customer representative (company name '********************'), named *************** related to moving from **************, ** to ****, **. My wife sent all pictures of our items for moving and he recommended 1300 CUBIC size. He said that it was large enough to carry our items. He said the total amount $5700 and asked to pay a deposit $2190 first. So, I paid a deposit ($2190) on Aug. 7, 2024. We scheduled moving on Aug. 14, 2024. But, today(Aug. 12, 2024), another person called us and asked us to send all pictures of our moving items and said the size of the truck we arranged is too small and we need to choose a bigger truck to deliver our items. He said the total delivery fee would be $ ******. (only two days left before moving)I really don't understand why they contacted me with two days left until the scheduled moving date and asked me to (almost) double the price, saying that the size we arranged was not possible and that I needed to used a larger size truck.So, I asked a refund of the deposit, but he denied it.I don't entruct my moving to a company like this. Please help me get my deposit ($2190) back

  Business Response

  Date: 08/13/2024

  I hope this message finds you well. I wanted to reach out to discuss your recent request for an increase in space for your quality assurance needs, as well as address the situation regarding the cancellation of services.
  We understand that your needs may have evolved, leading to a request for double the initially agreed-upon space. While we strive to accommodate such requests, it is important to note that significant increases in space typically incur additional costs. Unfortunately, as these costs were not agreed to be covered, we are unable to provide the extra space without an adjustment in the service fees.
  Additionally, we did not receive a formal cancellation email from you, which led to us dispatching a truck to the designated pickup location as originally scheduled. Due to the costs incurred from this dispatch, we regret to inform you that we are unable to approve a refund for this service.
  We value your business and are keen to find a resolution that works for both parties. If you wish to discuss this matter further or explore other possible arrangements, please do not hesitate to contact us at your earliest convenience.

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22131111
  
  I am rejecting this response because: I think this company's business policy seems to be to charge a large deposit, contact the consumer right before moving, and force the consumer to choose a larger truck with an increased price. Yesterday, even though I asked a full refund, they said they would not give a refund. They just asked us to send a cancelation email. If I had sent a cancellation email, they would have refused to refund the deposit since I canceled. It seems like the company has no intention of giving a deposit anyway. If they had said that the deposit would be refunded only after receiving a cancellation email, of course I would have sent a cancellation email. However, they said there would be no refund of the deposit and told me yesterday to just send a cancellation email. I think asking consumers to decide whether to move at a new high price with two days left before they are scheduled to move is taking the choice away from consumers. I think it is really wrong to blame the consumer when time is running out to make a choice.

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

• Initial Complaint

  Date:07/03/2024

  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.

  I contacted *** at Top Moving Solutions 4/2/2024 and received a quote and made a deposit of $1507 to reserve the truck for moving our furniture and belongings from ****** to ********. On Wednesday, May 22, 2024, we received a call from the quality assurance department, which said that they received our itemized list of all furniture/items, along with detailed measurements, and photos of all of the furniture items. She appreciated our due diligence of providing the details and photos. The quote was updated to approximately $4500. She assured me that was the final amount as long as we didn't add anything to the inventory. On May 27, 2024, when the moving truck arrived, they informed us that the price would be an additional $3200 due to the weight of the items. I contacted the customer service department and no one answered or called me back regarding tbe additional $3200. We had no choice but to pay the new amount due to having to move that day.. it took over 3 weeks for our items to be delivered from the 1st delivery date of June 1st, with a delivery date of 6/24/24. The boxes were in very poor shape. There were only 2 guys to move our stuff and they initially had 5 guys at time of pick up. My husband, who is 75, and a disabled veteran was forced to help the 2 movers move the granite desk, even though we wre promised they could handle all of the items on the bill of lading. This is very poor customer service and unacceptable. We believe that Top Moving Solutions should refund our deposit of $2196 which is still lower than the additional $3200 that was added at the time of pickup by the movers. I would never recommend using this company for your moving needs

  Business Response

  Date: 07/03/2024

  We pride ourselves on being incredibly upfront and honest about our process. While we do not make price guarantees, we clearly communicate what factors can cause an increase and provide accurate delivery expectations. Attached, you will find documentation showing that this information was shared from our very first contact and was sent four times prior to pickup.
  If you have any questions or need further assistance, please do not hesitate to contact me.
  Thank you for your attention to this matter.

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21933289
  
  I am rejecting this response because:

   

  we gave a detailed description with photos and measurements of all of our items prior to pickup and this was acknowledged by your quality assurance representative that as long as nothing changed, which it did not, there would be no additional charges. This is an unacceptable response.  Promises were not honored.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/08/2024

  Certainly! Heres a more polished version:
  
  ---
  
  Dear *********,

  We wanted to inform you that the price increased because additional inventory items were shipped. As a result, the total cost was higher. 
  
  Please note that our policy states that additional pieces will incur extra charges.
  
  Thank you for your understanding.
  
  Best Regards,
  

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21933289
  
  I am rejecting this response because:

   

  There were no additional items added to the bill of lading that were not disclosed at the time of the quality control call and no additional items were added that were not itemized and description detailed with exact sizes of all inventory.  Please inform us of what additional items you are referring to that were not fully disclosed by us.

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

• Initial Complaint

  Date:07/02/2024

  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.

  I hired these movers in December of last year for a move in August of this year. I contacted them to cancel my move and request a refund. The person who took my deposit told me that their policy is to refund in full and deposit up until two weeks prior to the move. My move was scheduled for August 26. After I contacted the person on June 17 to tell him my move has been postponed indefinitely, he told me to be on the look out for an email from the company in a few days. I waited over a week and then tried to contact him. He has never responded to my phone calls. I called the company on numerous occasions and was finally told on July 1 to send an email and that the billing department would determine if a refund was warranted. I have asked to speak with a supervisor or someone in the billing department and have been told that no one is available. I feel this may be a scam.

  Business Response

  Date: 07/03/2024

  72 hours from signing the ****  Which as you stated happened in December.

• Initial Complaint

  Date:07/01/2024

  Type:Order 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.

  Thieving, conniving, scam artists. Loadrans LLC was given our job by Prime *** ********** who are also a guilty party.Our move from ********** to **** was made on May 29, 2024. The movers who showed up (Loadrans LLC) off the bat tried to charge an additional $1,700. Prime *** Lines offered no assistance with explaining the absurd ********* was left to haggle with the movers who scammed me for $1,013.25. I had no choice, with my lease ending in ********** the very next day, and the movers already loading up their box truck. Tactical on their end too apply pressure to their victims. ******** had me fill out a new contract the day they picked up my belongings, and the Prime *** Lines estimate in my email disappeared (fraudulent and criminal by Prime *** Lines). First available delivery date was listed as May 30, 2024. The Loadrans contract stated the movers had 21 days to fulfill the delivery, which was not explained by the movers when they picked up my items. From here on, the only number Loadrans provided route callers to a call center. The unknowing individuals who answer are given a script, "Your belongings are in a warewhouse, we will mark your inquiry as an emergency, and DISPATCH will give you a call in ***** hours". Twenty-one days later and have not received a call back from Loadrans or Prime *** Lines. At the time of this writing I am in contact with the Los Angeles *************************** I see ******** has victimized many others and I am preparing to take a stand against them. Please reach out to me at my business phone ************** so we can exchange information of the companies' wrongs and bring them to justice.

  Business Response

  Date: 07/03/2024

  You furnished additional items and needed post contract services.  We let you know if you used more space, or need shuttle, stairs, long carry that it would be additional.

  you agreed to the terms at booking, before loading, and at delivery.

• Initial Complaint

  Date:06/11/2024

  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.

  Rep ********** from Top Moving Solutions reached out to me with a quote for an upcoming move. He offered me a special rate if I put down a deposit on the spot. Before paying anything, I asked / confirmed 4+ times what the cancellation policy was. *** assured me over and over and over that I would get a full refund of my deposit if I cancelled more than 7 days before my move. I paid the #1,381.50 deposit on 4/3/2024 and signed the moving estimate which stated: Moving Solutions doesn't charge a fee for cancellations or date changes made over 7 business days before your first pickup or within 72 hours of signing the Bill of Lading (BOL), whichever is earlier. However, cancellations or changes within this period may incur fees based on the cost of rerouting the truck and crew. All cancellation and refund requests need to be written and acknowledged by email or fax. Note, processing costs from refunds are not returned. Deposits for changes made after the pickup window starts or when a truck is dispatched are not refundable, covering initial service costs. Cancelation requests must be emailed to ***************************** and acknowledged. Requests sent after 5 pm EST will be considered received on the following business day.I tried to contact *** multiple times after to ask questions about the move, to which I got no response. Finally, due to the sketchiness of the interactions, I decided to cancel my move. I called Mac to do so and he yelled at me for trying to make a decision in my right. He told me the cancellation would be handled. I never got a refund, and have sent countless emails and phone calls. *** blocked my number so that I could not call him. Customer service then told me I wouldn't get a refund because I didn't cancel within 3 days of signing. However, I signed an agreement, not a Bill of Lading, I was directly lied to and purposefully misled to get my deposit. I am not using their service, yet they refuse to return my money.

  Business Response

  Date: 06/12/2024

  I see that you are submitting yet another review about your refund. As you copied and paste in your review, you didn't follow protocol to cancel within the period alloted to be eligible for a  refund. We put this in writing so there is no confusion on the process and how to receive a refund. This was sent and signed when you booked the move. Anyone that requests a refund within the time laid out in the contract receives their refund. As discussed prior, we can keep your move on hold for up to a year so you don't lose your deposit. We would love to still help you relocate and can allocate your deposit towards that whenever you are ready. 

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21833134
  
  I am rejecting this response because: the policy states within 3 days of signing a bill of lading. I did not sign a bill of lading as I hadnt provided a final inventory and we were so far from the move date. Additionally, your sales **** ************ flat out lied to me about the policy when I directly asked if I cancel in a month, will I still receive a a full refund? to which he assured me several times that I would be refunded as long as I cancelled before July 22. 
  

  As an employer, you are responsible for what your employees promise to customers. Therefore I am expecting a full refund as I was verbally promised repeatedly. My moving plans have changed and I no longer require your services. My initial attempt to cancel was 3 months before my scheduled date, and well before the date discussed on the phone with ****. I cancelled as soon as I possibly could out of courtesy to your company.
  

  I have not received any ounce of service that would justify payment and I do not plan on using your services due to this obviously fraudulent representation of your policies. Furthermore, all my efforts to get in contact with the sales rep to rectify the issue have gone unanswered. I am not comfortable working with a company who treats their customers this way, or who employs someone that does.
  

  Please let me know how we can get this issue resolved in a manner that is acceptable for both parties.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/13/2024

  You did sign the Bill of Lading at booking ma'am.  The inventory is separate from the Bill of Lading.

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21833134
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/18/2024

  You did sign the Bill of Lading on 4/2/2024

   

  The Bill of Lading specifically says it can not be altered or amended outside of the agreement.  

  You have to understand that people are self serving and will do / say what they need to get what they want.  That is why we have a signed contract and can follow the terms of that contract fairly and for everyone.

• Initial Complaint

  Date:05/07/2024

  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 December 11, 2023. I completed a moving contract with Top Moving Solutions. This was a move from **************, ** to **********. The total charge was $6,000 with a deposit down of $2,295. I decided on April 24th that I would not use this service, and that in the contract, it clearly states that the deposit is fully refundable up to 7 days of the move date. From April 24th until today May 7th, I have called and emailed multiple times to start my refund process. No one has contacted me and I feel they will threaten to take my money.

  Business Response

  Date: 05/08/2024

  Moving Solutions DOES NOT HAVE A CANCELATION OR DATE CHANGE FEE if your move is canceled or changed more than 7 business days before your first scheduled pickup date or 72 hours from signing the *** whichever comes first.   Moves canceled or moved within the cancelation period are subject to a fee equal to the market rate for rerouting the assigned truck, crew, and performed dispatch duties.

   

  Only applying some of the policy in your description and complaint.

• Initial Complaint

  Date:04/30/2024

  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.

  I used Moving Solutions for a out of state move. The movers not Moving Solutions but, another company arrived on Friday April 19, 2024. The agreement was for delivery to my new address would be April 25, 2024. Okay, once the movers arrived the price of the move doubled and they changed my delivery date till the 26th. Okay, it is now the 1st of May Im being told my belongings have not left but are in storage waiting for drivers to deliver my belongings to me. I have not gotten an update nor do I know where my belongings are.

  Business Response

  Date: 05/02/2024

  Thank you for providing the documentation from your move. As shown in your contract, when the movers arrived there you had 1200 additional cubic feet of space than what you had discussed you would need when booking. This inventory list was also gone over with you again in ***************** closer to the move to make sure you didn't need to update anything again. We quoted you based on the items you discussed with us. If anything, you were not upfront with us, causing our crew to need to completely need to find other means to take your additional items and pushing our schedule behind to accommodate your needs. On site you were given options as well. You could take the original amount of space you disclosed you needed for the cost you were quoted, or you could opt to pay to take all the additional items. You chose to pay to take all of your items and we proceeded with the move. Your requested delivery date, also referred to as your First Available Delivery Date, is never discussed as a guaranteed delivery date. We take all requests into consideration for all of our customers, and get your items to you as close to our Requested date as possible. Your items are going to be delivered to you well within the allotted window to do so. We are within our contractual obligations to get you your items as discussed. To avoid any confusion we put this in all of the paperwork sent to you and signed when you booked and a few times after. 

• Initial Complaint

  Date:04/24/2024

  Type:Billing 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.

  Top Moving Solutions (Moving Solutions LLC) charged my card twice for unauthorized deposits. I called On 03/08/2024 I was charged $1145 for a deposit, and again charged another $500 on 04/23/24

  Business Response

  Date: 04/25/2024

  You hired us to move you and paid us via invoice.

• Initial Complaint

  Date:03/01/2024

  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.

  The company Top Moving Solutions (TMS) is working with their contracted movers to price gauge consumers on the day of pick up. TMS provided my family with an estimate of $4500 to move our belongings. We had several phone calls and even a video call to show all of the items that would be apart of the move to assist with a more accurate price estimate. Top Moving Solution estimated 513 per cubic feet of storage needed for our move. Their contracted movers came and said that it was an additional 615 square feet which brings it up to 1100 ft. roughly so Top Moving Solutions estimate was way off. My family had to pay an additional $4000 to have our belongings moved. After confronting TMS they attempted to disassociate themselves for the movers they contracted and stated there must have been more items added. There were none, a completely inaccurate statement and we had just did a video conference with them. This is our first time moving on our own and we were scammed by TMS. They baited us in with a reasonable rate and switched it the day of the moving knowing it would be inconvenient for us to say No.They have taken $8500 when initially they quoted us at $3369 in a binding estimate. We have been scammed.

  Business Response

  Date: 03/15/2024

  
  You had 83 items on your estimate with us and you loaded 152.  69 additional items.  The estimate was so off because whoever provided the inventory was off by 83% and that does not factor what items were missed.  None of this was some baboozling, you pay for what you ship.  

   

  Yes, we did a video walkthrough where you intentionally or accidentally did not show us all the items to move.  You've made the same complaint on every publication, but the fact remains that you shipped more then 200% of what you told and showed us, and we told you more then 12 times in 6 communications in writing prior to pickup that you would pay more if you shipped more. 

   

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21363814
  
  I am rejecting this response because their response is the exact same response they give to all of their customers. All of their customers have had issues with them underestimating the size of their move load. This is not the customers responsibility to give you square footage. It is your responsibility to accurately assess the load. If you are unable to do that virtually then get a better business plan/model. 
  

  If this is a systemic issue with this company, they need to be audited or further regulated. 
  

  We need a better response and a return of the extra money that was paid. 
  
  Sincerely,
  
  ******************

  Business Response

  Date: 03/20/2024

  That is the thing, you see 20 complaints and think that is all our customers, we performed over 3500 moves in the last 12 months, so 20 over the last 3 years represents less then half of 1 % of our customers.  And our answer is the same for everyone who thinks, despite the numerous times we say verbally and in writing that if you bring more you will pay more.  What we need is more honesty from the bottom .05% of our clients who you are representing as all of them.  I am attaching your estimate inventory which had 56 items, you loaded 152 and have the gall to say we did something wrong and need more regulation.

  As respectfully as i can say this, no.

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21363814
  
  I am rejecting this response because this business again is working under fraudulent means to secure business from customers with low balled estimates. They are likely obtaining kickbacks from the movers they hire once those companies arrive and charge more than what is expected. This company cites erroneous statistics related to their complaints and practices as BBB does not make up the full picture of the issues customers have with this company. I am sure this is the owner who is responding as I have been told from his staff how he responds to all emails and complaints personally and is very rude even to them and direct in his orders in telling them to not engage with customers once the load is out of the brokers hands. You sir are not smarter than anyone and humble yourself before someone one day ******* you. 
  

  Again, this company is working with their shippers to fraudulently scam customers out of money by increasing the price of the move. They do not perform or provide adequate assessments of the items to be moved. Customers have to inquire and insist on having even a virtual inspection. Everything their practice does falls under the red flags section of the FMCSA.
  
  Sincerely,
  
  ******************