Complaints

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

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  Moving Proz, LLC

  12022 Blue Valley Pkwy # 526 Overland Park, KS 66213-2647

  
• 

  Moving Proz, LLC

  1702 E 123rd Terrace Olathe, KS 66061

  

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:07/10/2025

  Type:Delivery 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.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******ely be smaller than anticipated. So I have no idea why they think it makes sense to add another mover without consulting us and then quietly charge our card a week later.
  
  Charging someone’s card without their knowledge or consent for an amount they didn’t agree to is fraud and is very likely a violation of consumer rights.

  

  Business Response

  Date: 07/15/2025

  Thank you for the opportunity to respond to this matter. We sincerely regret the frustration the customer experienced and appreciate their patience as we worked toward a resolution.
  
  1. Billing Clarification:
  Our team identified that during the initial payment processing, the charge for the fourth mover was not included. Once this oversight was corrected, we updated the invoice and sent it to the customer on July 7th. We apologize if that communication was missed or overlooked.
  
  Per the signed estimate and service agreement, “Moving Proz LLC reserves the right to provide and charge for additional movers. Any additional movers will be charged for at a rate equal to or less than the rate per mover provided in the moving estimate.” Additionally, the agreement authorizes Moving Proz to charge the card on file for services rendered in the absence of another form of payment.
  
  2. Fourth Mover Charge:
  While the addition of a fourth mover was operationally necessary due to the scope and logistics of the move, we understand it may not have been anticipated by the customer. Although the charge was valid under the signed agreement, we offered to refund 50% of the additional mover cost as a gesture of goodwill.
  
  3. Final Outcome:
  We’re pleased to confirm that the customer accepted our offer a few days ago. We are now coordinating with her to finalize the refund process. We sincerely appreciate her willingness to work with us and are committed to ensuring the resolution is completed in a timely manner.
  
  Sincerely,
  Moving Proz Team

• Initial Complaint

  Date:01/03/2025

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Moving Proz has refused to return the funds they received after improperly charging my credit card. They claim to be transparent and fair in their pricing, yet they arbitrarily added an unnecessary fifth mover without consulting us and, after charging us a reasonable price at the completion of the move, added a second unauthorized charge to my credit card in the middle of the night. Nothing about that is transparent or fair. Based on their response, I don't think Moving Proz is willing to do what it will take to resolve this complaint. What is the next step in the Better Business Bureau claim process?
  
  
  
  Sincerely,
  
  
  
  **** ****ough to justify the crew’s 90-minute break, which they also charged us for. We didn’t complain when they presented us with the bill right after the move because the total was close to the estimate. So, we approved the payment using our credit card and thought the transaction was complete. However, about 12 hours later (in the middle of the night), they charged an extra $409.50 to our credit card without our consent. When we asked about this unauthorized charge, they said it was for the fifth crew member. We believe they waited to charge us for the fifth crew member because they knew we would object to the additional charge in person. Instead, they went behind our back in a sneaky and dishonest manner.

  

  Business Response

  Date: 01/08/2025

  Thank you for sharing your feedback, ****. We take all customer concerns seriously and appreciate the opportunity to address them.

  On 7/1/2024, we performed your move as scheduled. Based on the details of your move, an additional crew member was sent to ensure the job could be completed as efficiently as possible. With five crew members, the move was completed in 6 hours and 30 minutes, even though the original estimate for a four-person crew was 7 hours. This adjustment helped minimize the overall time and effort required for your move.

  The initial payment collected on the day of the move was based on the agreed hourly rate for a 4-man crew ($280/hour or $70/hour per crew member). However, upon reviewing the invoice over the following two business days, it became clear that the charge for the additional crew member had not been included. Per the signed agreement, Moving Proz updated the bill to reflect the accurate labor costs for the services provided.

  We made multiple attempts to reach you to discuss the remaining balance before processing the charge on 7/3/2024, using the card on file. This practice aligns with the terms of your agreement, which includes consent for the card on file to be used for billing purposes. As detailed in the contract, you agreed to pay per mover, per hour, and to cover the cost of additional movers if provided.

  We understand your frustration regarding the additional charge, and we apologize for any miscommunication that may have occurred. However, the charge accurately reflects the services rendered, and no unauthorized updates were made to the card on file. Moving Proz provided all contracted services, and the additional charge corresponds to the man-hours utilized during your move.

  If you’d like to discuss this matter further, our team would be happy to work with you directly to clarify any remaining concerns. We value your feedback and hope to resolve this matter amicably.

  Sincerely,
  

  Moving Proz Team

  

  Business Response

  Date: 02/05/2025

  Hi ****,
  
  Thank you for your response and for giving us the opportunity to clarify the situation.
  
  After thoroughly reviewing your case, we want to reaffirm that the charges in question were valid and aligned with the signed estimate and agreed-upon contract. Transparency is a core value at Moving Proz, and we ensure that all pricing details are clearly communicated before services are rendered.
  
  We understand that you remain dissatisfied, and we sincerely regret that we could not come to a resolution that meets your expectations. While we always strive to find common ground, we must also uphold our policies and agreements to ensure fairness to all customers
  
  We appreciate your feedback and will continue to refine our processes to provide the best possible experience for all our customers.
  
  Sincerely,
  Moving Proz
  

• Initial Complaint

  Date:01/02/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I was never provided information regarding terms of an agreement. 
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 01/08/2025

  Thank you for sharing your feedback, *******. We genuinely appreciate the opportunity to address your concerns, as transparency and customer satisfaction are extremely important to us.

  When you booked your move on 11/18/2024, you agreed to the terms and conditions outlined in our estimate. These terms included the following clause:

  "I understand that by accepting this estimate, I am entering into a contract with Moving Proz LLC to perform the work described in the estimate. This includes authorizing Moving Proz LLC to process cancellation fees to the card on file if incurred."

  By signing and completing the booking process, you entered into a binding agreement and authorized the application of any applicable fees, including the $515.47 cancellation fee. This fee, which represents 35% of your estimate, is a standard industry practice and is in place to cover the administrative efforts and scheduling commitments made on your behalf.

  We understand that unforeseen circumstances can arise, and we’re sorry to hear that you felt pressured during the process. We strive to make our terms as clear and transparent as possible, and we’re always happy to answer questions or address concerns before a booking is finalized.

  Our team will be reaching out to you directly to discuss this further and explore how we can work together moving forward. We value your feedback and the opportunity to assist in resolving this matter.

  Thank you for bringing this to our attention, and we look forward to working toward a resolution.

  Sincerely,
  

  Moving Proz

  

  Business Response

  Date: 01/15/2025

  Dear Better Business Bureau,

  Thank you for providing us with the opportunity to respond to ******* ******'s complaint.

  We want to address *** ******** concerns regarding the charges for her canceled move. As part of our booking process, every customer is provided with an estimate and terms, which include our cancellation policy. *** ****** signed and agreed to these terms upon reserving her move. The policy clearly states that a cancellation fee applies when a reservation is canceled within a specified time frame prior to the scheduled move date. This fee is necessary to cover expenses associated with reserving resources and crew for her booking.

  To clarify, we have attached a copy of the signed estimate for your review, which outlines the cancellation policy *** ****** agreed to at the time of booking.
  
  While we stand by our policy, we are still willing to work with *** ****** to resolve this issue amicably. We encourage her to contact us directly to discuss a potential resolution.
  
  We value all feedback, as it helps us continually improve our services and communication with customers.

• Initial Complaint

  Date:11/12/2024

  Type:Delivery 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 did hear back from Moving Proz who has agreed to pay me $230 if I took down my review on ****** or gave them a five-star rating. I took down the review.  I am waiting for a check to arrive. I was concerned that they could access the debit card I used to pay the balance of the bill—I had used the card in person. Thankfully, I had that card replaced with a new one. ***** ***********
  brought from my home missing from the garage. A Patrick Mahomes jersey is also missing from my closet, where they emptied the wardrobe boxes. The workers were respectful at the beginning of the day but the last 90 minutes they used offensive swear words and seemed like they were under the influence of something. Normal moving things occurred, like broken dishes and scratched furniture, but they also pulled out the step from my garage into the house with a cart and did not attempt to fix it. I have almost fallen twice because it is unstable.
  
  The company said they are dealing with the behavior issues with retraining but that doesn't replace the bag of gifts, valued at $120 or the jersey, valued at $90. I would like to be compensated for the stolen items and a written apology from the crew leader.
  
  The rep tried to say they hadn't received the certified check provided at the end of the move but later said they had it. I received email confirmations of both my payments.

• Initial Complaint

  Date:10/04/2024

  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.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 10/14/2024

  ****** ******* booked services with Moving Proz, the services were provided in full, without issue.  It took 4 men 6.15 hours to complete the work that ****** asked them to complete and her billing was based on a per hour/per man basis.  I have attached the signed estimate, signed contract, final invoice and a description of services.  We have made a goodwill gesture and offered $105.00 off the top of valid labor charges in an effort to work with ******.  Details follow in PDF attachment.  As of this writing ****** has verbally accepted our offer but has not returned the signed paperwork, and has let our team know she will not move forward with the credit offered.  

  

  Business Response

  Date: 10/14/2024

  Attached is the final invoice, signed estimate and signed contract.

• Initial Complaint

  Date:08/15/2024

  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.

  See supporting document for detailed explanation/reviews I left for the business.

  

  Business Response

  Date: 08/27/2024

  We take all concerns seriously, and we truly appreciate you bringing this matter to our attention. After receiving ******** complaint, we immediately initiated a thorough internal review to understand the full scope of the issue. Our goal was to ensure that we approached the situation with all the necessary information, which is why there was a slight delay in our response. This careful investigation allowed us to address the root cause effectively. We have since been in direct contact with ******, and after discussing her concerns in detail, we have reached a mutually satisfactory resolution. We’re pleased to confirm that ****** is happy with the outcome, and we’ve taken steps to prevent similar issues from arising in the future. At Moving Proz, we strive for excellence in every aspect of our service, and feedback like this helps us improve. If there’s anything else we can assist with, we’re here to help.

• Initial Complaint

  Date:06/10/2024

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  First of all, our move was on May, not in June, as stated in your response. The reason for delayed communication from our part has been stated multiple times to the staff, which is, the business fails to pick up the phone. We were not able to obtain communication until the date stated on your response. To date, I have been the only one reaching out to know the status of your “vendors”, I have not received any scheduling call or updates on the possible resolution. This is unacceptable by all means. 
  I received an email, asking me, which employees were in charge of our move to help with your investigation. 
  “Any specific physical
  descriptions, names, or other identifying information would be
  extremely helpful. Additionally, please provide details about when and
  where these incidents occurred, such as at your old residence, in the
  moving truck, or at your new residence.”

  All these details were given since the first service dissatisfaction call. The company has failed to give us a summary of our calls correctly in the past and even ignored that request in the last call I had with a female employee. The all-stars review seems to be very inconsistent in the company’s google reviews, I wouldn’t necessarily think your service is one of consistency. 
  

  I would hope for faster resolution on this matter. I do not believe this company is reliable for customer service at all. 
  

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

  

  Business Response

  Date: 06/18/2024

  The customer contacted us on 4/9/24 via website for a quote to move on 5/16/24.  I have included the signed estimate, signed contract and final invoice for review.  On 5/16/24 Moving Proz LLC had a crew of 3 men for this move. These three men had worked for our company for over a year at the time of this move.  We have never had a complaint about any of these three gentlemen regarding their work ethic nor have they ever been accused or found to be using marijuana on the job. These gentlemen also had another move immediately after this move on the same day. That customer had no concerns about the crew and left them a 5-star review, there was no mention of any marijuana smell or issues on the second job they had the same day. They arrived at the second job 30 min after completion of the first job of the day.  One of the gentlemen no longer works for us, but the other two have been questioned and we have watched all footage from our truck cameras and have found no evidence of any drug use.  On the day of the move the customer was provided contact information so he was able to reach us as the move was in progress with any concerns. This is listed at the top right of the contract and has the customer initials and timestamp.  At no time did the customer call in with these allegations while the move was in progress. In fact, we didn’t hear about this allegation until 4 days after the move during billing discussions.  The customer did purchase additional protections and we have vendors we partner with for any repairs for any damages. One of our vendors has been very responsive and is ready to complete repairs, but the vendor we use for couch repair has had some schedule conflicts, so we sought out a different vendor to repair the customer's couch - this caused a delay that isn’t our normal wait time. We do regret the time and inconvenience that the customer has had as he has awaited this resolution, and we are working to get our vendors scheduled for his repairs asap.  We have taken accountability for the damages and have worked to schedule repairs with the appropriate vendors. We have been communicating that with the customer who has been frustrated with the timeline for repairs.  The customer was billed on a per man per hour basis for the time that he had the movers move items - as agreed upon in our signed estimate and contract with the customer.  As you can see on the invoice and the time stamp from final signatures on the contract the customer was billed accurately for the time that the crew was onsite working for him. In the estimate and contract, you will find verbiage that states that the estimate is an estimate only and that actual charges will be based on the amount of time the move takes (number of movers x number of hours) Therefore the final billing amount may be different than the estimate.  I have also attached a screenshot of the disclosure where the customer signed off on this acknowledgement in addition to the signed estimate and contract. We are committed to providing the repair work and making sure the customer is fully satisfied with the repairs.  Our team will be in touch with the customer this week with the repair schedule and will follow up again with the customer post repairs.  
  Moving Proz LLC billed the customer fairly for the time and labor provided, and we are providing repairs as agreed upon as soon as the vendors are able to complete that work.
  
  

  

  Business Response

  Date: 07/31/2024

  Thank you for bringing this matter to our attention. We take all customer concerns very seriously and are committed to resolving issues promptly and thoroughly. Firstly, we sincerely apologize for the inconvenience and distress you experienced during your move on May 16. We are particularly concerned about the allegations of our employees being intoxicated and handling your belongings improperly. This behavior is entirely unacceptable and contrary to our company’s values and standards.

  To address your specific concerns:
  

  1. Intoxicated Employees: We have initiated an internal investigation into the conduct of the employees involved in your move. We maintain a strict policy against any form of substance use while on duty, and appropriate actions will be taken based on our findings.
  

  2. Damage to Furniture: We deeply regret the damage to your furniture. Since you purchased additional insurance, we did ensure that your claim is processed as top priority.
  

  3. Communication Issues: We apologize for the lack of communication and the delays you have encountered. It is not our practice to leave our customers without timely updates. We are currently reviewing our communication protocols to prevent such issues in the future.
  

  4. Resolution: We are pleased to inform you that we have reached out to you and successfully reached an agreement on July 17, 2024. We appreciate your patience and cooperation during this process.

  If you have any further questions or concerns, please do not hesitate to reach out directly to our customer service team at ***** ******** * ** Thank you for your understanding and cooperation.