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:07/28/2025

  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.

  Initial estimate of the move was way off, price increased by $4,000 from the estimate on the day of the move leaving not other option. Bait and switch operation. Packing service was unacceptable, items were tossed into boxes without any protective paper outside of the kitchen. Weights stored with electronics in the same box. I requested to be quoted and paid for crating for a large piece of glass I owned, this was not crated and was wrapped in a mixture of blankets and cardboard. Once items were picked up customer service would not answer our multiple calls or emails to understand when our items would be delivered for over two weeks. At delivery, the crew that arrived with the driver ran out of hours and did not finish our unpack. This left one individual to complete the entire unpacking and assembly of our house. During the unload multiple items and walls/fixtures in the house were damaged. Once they started opening boxes, thanks to the shoddy packing work that had been done we identified more items that were damaged. We paid for the full unpacking and on multiple occasions we caught the mayzlin *** throwing our things out of boxes or dumping items on the ground. We are going through the claims process with ******* that are rated 1 star on yelp and have a multitude of negative reviews as well. Picking Mayzlin was the worst choice we made on our relocation. We moved 5 hours away by car to our new home. I am requesting refunding for the packing and unpacking service that were not completed to expectation.

  

  Business Response

  Date: 07/28/2025

  Dear ****,

  Thank you for taking the time to share your experience.

   We understand how frustrating it can be to face unexpected charges on moving day. As outlined in our Terms and Conditions, the initial estimate is based on the information provided at booking. If the actual inventory, services required, or access conditions differ (e.g., additional packing, stairs, long carry, or bulky items), adjustments may be necessary to complete the move safely and legally. These are never intended as "bait and switch," but rather reflect the final scope of services rendered.

  Were deeply sorry to hear your items were not packed to your expectations. Packing is a critical part of the moving process, and we expect our teams to handle all belongings with professionalism and care. If specific packing services (like crating) were requested and not fulfilled as agreed, that absolutely warrants a closer review. Your feedback on how certain items were handled is concerning, and we have shared this internally with our operations team to investigate further.
  We acknowledge and apologize for any delay in communication after pickup. Our dispatch and customer service teams are often working behind the scenes to coordinate routes and delivery schedules across multiple states, especially with consolidated shipments. That said, your outreach should have been acknowledged more promptly. Were working on improvements in this area to better support our customers throughout every stage of the move.
  As youve correctly mentioned, claims are handled through our independent partner, ********. While we understand your concerns based on online reviews, *** is a licensed third-party claims administrator that processes claims per federal guidelines.

  Customer Answer

  Date: 07/28/2025

   
  I am rejecting this response because: This is not the first time your company has received complaints of this nature. To state that you appreciate the feedback while refusing to take action to compensate your former clients is unacceptable after the amount of incidents that have been filed with the BBB. This is not a one off, this is a trend. 
  
  

  

  Business Response

  Date: 07/29/2025

  Dear ****,

  there is no bait and switch, everything is transparent.
  Our initial estimate is based on the list of items you have provided at the time of booking.
  In your particular case, initial estimate included 192 items!
  At the day of pick up, our crew ended up packing 263 items, 69 items more, to be prices.

  In addition to that, you have ordered additional full packing and full unpacking services which are optional and are volume based (1.5$ per each cbf), meaning increase of volume leads to the cost increase.

  Let us know if you have any questions.

   

  Customer Answer

  Date: 07/29/2025

   
  I am rejecting this response because: The Mayzlin team did the video survey for the move, we opened every cabinet and showed every part of the house. The business believes that their estimation process is sufficient when the same complaint is repeated again and again through the better business bureau? Where is the accountability on the service provider? To assert transparency while facing this multitude of complaints is either ignorance or blatant dishonesty. The scheme of the business is to underbid jobs to secure contracts and raise the price on the day of the move. This response does also not respond to the inadequate packing and unpacking services that as alluded to in the response above we elected and paid for. 
  
  

• Initial Complaint

  Date:07/24/2025

  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 hired this company after seeing high ratings on movebuddah and a good grade on BBB. I didn't read the reviews here beforehand, because I trusted the grade. But I'm having the same problem as others have had. Pick up went well, but it's 9 days later, and I still haven't received my delivery. Initially, it was scheduled for Monday. When they picked up, my Zelle payment didn't go through, so they let me wait to pay. When the delivery was scheduled, they asked me to pay the full amount in case it took some time to go through. I wired them the money. Almost immediately after they got it, they cancelled delivery, saying the truck had broken down. So now they're waiting for another truck. I've called twice. They have no idea when the truck will be fixed and no idea when another truck will be available, apparently because they have no way to tell when other deliveries will be complete. How is that even possible? They can't even tell me where my stuff is, other than at a warehouse. They tell you that the delivery will be within seven days from the first day you tell them you can receive delivery, but they don't mention that it can take up to thirty. If I had known this, I never would have booked them. Now I'm wondering if there's been a bait and switch and this company is a scam, and whether they've absconded with my stuff and my money. Based on the other reviews, I'm wondering, if they finally do deliver, whether my stuff will be damaged or whether they'll claim that the truck won't fit in the apartment complex and that they'll charge me for shuttle service--something else they never mentioned. Also, it seems as if their listing and reviews can no longer be seen on ************************. Maybe because they've had so many poor reviews lately.

  

  Business Response

  Date: 07/28/2025

  Dear *******,

  Thank you for taking the time to share your experience. We understand how frustrating delivery delays can be, and we truly regret the inconvenience you've encountered.
  Wed like to offer some clarity.
  
  
  To provide competitive pricing, our services often involve consolidated shipping, where multiple orders are organized onto a single truck route. This allows us to offer more affordable rates but can occasionally result in delays, especially when there are unforeseen disruptions like a truck breakdown. We understand this can be unsettling, and we apologize for the lack of precise updatesits a situation we are working diligently to resolve.

  We intended to deliver on 7/21 as you were informed.A

  As you were informed today by our CS team, your belongings will be loaded for delivery on Wednesday, 7/30.

  You will receive exact time of delivery from the driver 24hrs prior to arrival.

  We genuinely appreciate your patience and assure you that your feedback has been shared internally for service improvement. Our goal is to balance affordability with reliability, and we regret that your experience has fallen short of expectations

• Initial Complaint

  Date:07/13/2025

  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.

  July 7 movers arrive late Movers smelled like no bath for weeks Stuffed our belongings into a rented truck.Charged $2000 more after all our stuff was already on the truck Its been a week and no one has called to let us know where our stuff is. Calls go unanswered.

  

  Business Response

  Date: 07/14/2025

  Dear *****,

  We sincerely apologize for the unprofessional behavior you described during pickup. Our teams are expected to maintain a high standard of professionalism and hygiene, and we take such feedback seriously. We will escalate this matter internally to ensure it is properly addressed with the crew in question.
  Regarding the rented truck Mayzlin Relocation, like many long-distance carriers, utilizes different equipment during the local pickup and delivery phases. This is a standard part of our logistics process and allows us to consolidate shipments efficiently at our central hubs. While this approach supports more affordable pricing for our customers, we understand how it can appear concerning if not clearly communicated, and we will work to improve that transparency.

  We are actively working on scheduling delivery to you, waiting on first available truck. We'll reach out to you with delivery information ASAP.

   

• Initial Complaint

  Date:07/11/2025

  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.

  My pickup in ******* GA was June 22, 2025. My first available delivery date in ****, ** was June 25, 2025. It is a distance of approximately 880 miles. When I hired this company, the *** assured me that I would get my stuff within the delivery window unless there was a major issue with the weather, etc. My goods were loaded onto truck 709 on July 6, one day before the "latest delivery date" I was told. It then sat on the truck at the warehouse for 2 days. After multiple emails and voicemails, requesting a status update, I got a cursory email on July 8 that said the trailer was broken and I would receive further info once it became available. Yet, that information was not correct as at the moment I got the email, the truck was on the move. It arrived in *************, ** yesterday, late morning, and has been there ever since (more than 24 hours). Now that the truck is on the move, I expect that the route is known and I can get better answer as to when my goods are expected, especially because it is 5 days after the latest delivery date. During this move, I have twice had to submit a "formal request" through the customer service chat (which does not have any up to date info), but I do not expect a timely answer since I have yet to get one that is timely and/or correct. I want to know when my goods will arrive. Am I the next delivery on the route? These should not be difficult questions at this point. I am a military veteran, so I have moved several times. I have never dealt with a company with such lack of communication and lack of updated information, nor have I experienced such delays. I understand delays do happen, but after shelling out over 10K for this move, I expect to have better customer service. Reviewing other ******************** complaints, it seems that "unforeseen" circumstances that cause delivery delays is not an uncommon issue so perhaps the company needs to review what the word "unforeseen" means and adjust customer expectations.

  

  Business Response

  Date: 07/14/2025

  Dear *****,

  Thank you for taking the time to share your experience.
  
  We regret this delay and the inconvenience it has caused. However, under our policy, pickup and delivery dates are not guaranteed unless the customer purchases Guaranteed Delivery or Dedicated Truck service. These are optional premium services that must be arranged in advance. Without these, the standard schedule applies, and delays may occur due to route logistics, consolidation of shipments, mechanical issues, or unforeseen circumstances, as noted in your agreement.
  Our logistics model involves consolidating shipments to provide the best possible pricing to all our customers. While this sometimes results in longer delivery times, it enables us to keep overall move costs significantly more affordable. We strive to strike a balance between efficiency and cost savings, though we understand this may not always align with individual expectations. As far as I know, delivery is taking place just now, while I'm writing this.
  We are especially sorry to hear that your efforts to get timely updates were not met with adequate responses. Clear and timely communication is a key part of customer service, and we acknowledge that this aspect of your experience fell short. We are actively working to improve our customer service channels, especially when it comes to real-time updates once a truck is in transit.

• Initial Complaint

  Date:07/07/2025

  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.

  The initial point of contact with ******** was deceptive. He claimed that the relocation would be cheaper than others because they had established locations in both the pick up location (MD) and drop off location (*********). After speaking with ********* to go through the items, she said that a move like this would typically be 2-4 days. The items were picked up on June 27th after contracts were signed and a pickup window was agreed upon. After 6 days (July 3rd), I learn that the items are still in ******** and just then loading on to a semi truck. After repeated calls with customer service and others within the organization, I am told that the truck would leave MD on July 4th and delivery would likely fall ***** hours later. On July 6th, I get a call/text claiming that I am responsible for a $500 shuttle fee, because the semi truck is too large to fit in the apartment complex. I have made multiple calls with the delivery driver who has not helped me get in contact with anyone else in the organization. The other options presented to me were to meet them somewhere, load the items into a truck that I rent, and deliver them myself. Or, to meet me at a storage unit that I rent and they will unload them there. I am struggling to understand how this is allowable. It is not my problem that the items were loaded on to a truck that is too large. This is the ultimate scam for more money. And, in a position where I have no power because they have my items. This company is extremely difficult to get in contact with following the initial contract signings. I have signed documents that state that "the carrier reserves the right to collect 15% of all charges due in addition to the 100% of a binding estimate or 110% of a non-binding estimate for impracticable operations required at time of delivery."The $500 shuttle fee is in excess of this. The agreed upon price was $2700.00 and I have already paid an additional $300 in long carry fees.

  

  Business Response

  Date: 07/08/2025

  Dear ******,

  Thank you for taking the time to share your concerns. Were genuinely sorry to hear about the frustration youve experienced and appreciate the opportunity to address the issues raised in your review.

  First, we would like to clarify the matter of delivery timing. While we strive to deliver as efficiently as possible, Mayzlin Relocation operates as a consolidated carrier, which means we often combine shipments to maintain affordable pricing for all customers. As outlined in our Terms and Conditions, delivery estimates are calculated from the First Available Delivery Date (FADD)the earliest date you indicate you're able to receive your items. From that date, our standard delivery time for a move under 500 miles (MD to **) typically ranges between 17 BUSINESS days. We understand this may differ from the verbal estimates you recall and regret any miscommunication.
  Regarding the $500 shuttle fee, this charge applies when the semi-truck cannot safely access a delivery location due to space constraints, such as narrow roads or limited parking at apartment complexes. This is a standard accessorial feelisted in our Terms and Conditions under optional services and is based on the cubic footage of your shipment (with a $500 minimum).  We acknowledge how frustrating this can feel and agree that more transparent communication could have made this situation smoother.
  As for your concern about impracticable operations and charges, the clause you referenced allows up to 15% additional charges for certain unforeseen circumstances. However, accessorial fees like shuttle service, long carry, or stair carries are separate and listed in full in your contract and Terms and Conditions, as they are tied directly to the services required at the time of delivery.

   

  Customer Answer

  Date: 07/08/2025

   
  I am rejecting this response because: the address you are delivering my belongings to includes a unit number indicative of an apartment. It is therefore implied that the drop off location is an apartment and/or apartment complex. Basic common sense by YOU as the delivery company, would reveal that this location cannot accommodate a semi truck and due diligence should 100% have been performed BEFORE quoting a price that did not include such a fee. This is complete tactical deceit and a perfect example of "hidden fees". I understand that it reads that a shuttle service may be required. However, as the delivery company, you were well aware that the drop off location was an apartment. As such, the shuttle fee should have been included up front in the quote; in which case I would never have used your services. 
  
  

  

  Business Response

  Date: 07/08/2025

  Dear ******,

  We understand your frustration, and we truly regret that your experience has led to this level of dissatisfaction.
  Our goal at Mayzlin Relocation is to provide accurate estimates based on the information available at the time of booking. However, as outlined in our Terms and Conditions, certain accessorial servicessuch as shuttle fees, long carries, elevator use, or stair carriesmay only become necessary once the actual site conditions are assessed during pickup or delivery.
  In your case, although the delivery address included a unit number, the need for a shuttle cannot always be confirmed solely based on address information. Apartment complexes vary widelysome offer truck-accessible delivery bays, while others require additional services like shuttling. As the contract explains, if access for a standard semi-truck is restricted or unsafe, a shuttle vehicle is required to complete the delivery. This is a standard industry practice and not a hidden fee, but an optional accessorial service added only when necessary to complete the move safely and effectively.
  The applicable shuttle service fee is listed in your agreement as $1.00 per cu. ft., with a $500 minimum, and is not included in the base estimate unless it is pre-requested or anticipated based on detailed access information provided by the customer in advance.

  Customer Answer

  Date: 07/08/2025

   
  I am rejecting this response because: it is YOUR RESPONSIBILITY as the relocation company to make your customers aware and perform YOUR due diligence by asking the proper questions so that all parties are not surprised by the HIDDEN FEES. This is only standard in the bubble your company operates in. I have experience with friends and family using movers in/out of apartments, traveling further distances, and for cheaper than this sham ended up being all in. You have offered nothing to right the situation. This is WRONG. Plain and simple. Two days before delivery you say that I owe an additional $500?! Or, the other option is to meet the driver and move the stuff myself? What kind of operation is that?! Absolutely is not standard. The $500 shuttle fee was never verbalized, EVER. The pickup wasn't via semi truck; why was the drop off? Seems like I received the short end of the stick, and it cost me $500 that you don't care to rectify.
  
  Please offer a solution other than telling me that everything was written in the terms and conditions. If you plan to charge $500 minimum at delivery if the semi truck can't get in, it's SHOCKING that nobody says "Just so you know, for long term moves we transport via semi-truck and if the semi-truck can't get to your location than you are responsible for a shuttle fee at $1.00/cu. ft. with a $500 minimum. This will change the price you were quoted by accordingly. Do you wish to proceed?" But NOPE. This is textbook DECEITFUL PRACTICE.
  
  Your reviews are extremely telling. My fault for not properly researching your company beforehand. 
  
  

  

  Business Response

  Date: 07/08/2025

  Dear ******,
  Thank you again for your continued feedback. We hear your frustration clearly, and we regret that your moving experience with Mayzlin Relocation did not meet your expectations. Our goal is always to ensure a smooth and transparent process for every customer, and were sorry to hear that you felt caught off guard by certain aspects of the service.
  We completely understand how upsetting it is to be informed of additional charges so close to your delivery. While the $500 shuttle fee is indeed a standard industry charge for locations where a full-sized semi-truck cannot safely access the delivery site, we agree that this should have been better communicated upfront. We also recognize that the method of pickup (box truck) can create confusion when the delivery is later handled by a larger vehicle and your frustration is valid in this regard.
  While the shuttle service fee is outlined in the Terms and Conditions as a potential charge, and calculated at $1.00 per cubic foot with a $500 minimum, we agree that clearer verbal communication during the planning stages could have prevented the surprise. We are actively working with our customer service team to ensure that these types of accessorial fees are communicated more proactively in the future.

• Initial Complaint

  Date:07/04/2025

  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.

  Our furniture was picked up on June 18th, we were assured it would be delivered in 1-7 business days. We were also told there was no minimum amount of cubic feet of furniture. After pick up we were told wed be charged a minimum of 400 sq feet, which we did not even have half that amount taken and that wed need to be charged an additional ****** upon delivery because of the minimum. We were also then told that the 1-7 business days for delivery was an estimate and that both points are outlined in the fine print of the contract. Neither point was told to us verbally even when I specifically asked each question. They have a recorded conversation of me asking the salesman that specific question and being told that there was not a minimum. At this time on July 4th our property has still not been delivered 18 days later. This past Tuesday we were informed that it would be delivered on Friday or Saturday, we explained we would be out of town for the 4th of July holiday until Saturday so Saturday delivery July 5th would be fine. Upon calling today July 4th we have been told that dispatch does not have us scheduled for this weekend at all. We have logged numerous attempts at contacting the company (text,email, phone calls to customer service) over the past 18 days and have received call backs less than half the time. Many times have been told someone will contact you today and we were not contacted.

  

  Business Response

  Date: 07/08/2025

  Dear *****,

  Thank you for taking the time to share your experience. We truly understand how stressful a move can be, and we regret that your experience has not met expectations. We appreciate the opportunity to clarify some of the concerns you've raised.
  Delivery Timeline:
  Regarding the delivery time, we understand your frustration with the delay. As outlined in our Terms and Conditions, the 17 business day estimate you were initially given applies to shipments traveling ***** miles and is calculated from the First Available Delivery Date (FADD)the first date you are available to accept delivery, in your case 6/20.This estimate is not a guaranteed delivery date unless a customer has purchased a Dedicated Truck or Expedited Delivery service, which ensures exclusive transport and faster delivery for an additional fee. This policy helps us keep prices competitive by consolidating shipments, which can extend timelines but significantly lowers moving costs for our customers.
  While we understand you were given an update suggesting delivery over the July 4th weekend, dispatch schedules are dynamic and can change rapidly. We're truly sorry for any confusion and inconvenience this caused, especially during a holiday.
  Minimum Cubic Footage Charge:
  You had 921ft initially, but at the time of pick up it was found out that you have much less belongings. With regard to the minimum 400 cu. ft. charge, we apologize if this was not clearly communicated during your sales call. While we make every effort to be transparent, certain detailsincluding the minimum space reservation required to accommodate transportation logistics and costsare more thoroughly outlined in the written estimate and Terms and Conditions.

  Moreover you have been provided a discount in amount of 400$ at delivery.

  Let me know if you have any questions.

   

  Customer Answer

  Date: 07/08/2025

   
  I am rejecting this response because:
  1: when we asked on the phone, multiple times, with the salesman (you have a recording of this conversation) if there was a minimum we were told there wasnt a minimum.  I went as far as to ask directly will I get refunded for the extra amount that I was spending because I knew we didnt have the amount of cubic feet in the contract, the gentleman directly said Id of course get reimbursed.  If we knew the minimum we would have sent furniture up to the minimum and this wouldnt have been an issue!

  2:  the ****** credit you mentioned is the veteran and teacher credit we were always supposed to get and has nothing to do with our complaint.

  3:  we were given numerous timelines causing us to purchase plane tickets and drive to ******** from ************* and from ******* to be available for delivery and each time the delivery was pushed back.  We were told 1-7 days and later told that in the fine print of the contract it mentions that as an estimate.  If you have recordings of my first calls inquiring, the salesman went out of his way to say that since we were only going 400 miles he doubted it would be even take 7 days!  It ended up taking more than 21 days, thats 3x your estimate.  My partner has documented all of the communication mishaps and problems and we do not believe this sort of service deserves the payment we submitted.  
  

  4: we have had to file a claim for a broken tv and missing furniture as reported by the delivery person also.

  This has been the worst moving experience Ive heard of and cannot stand having paid almost ******* dollars in total for such shotty service not to mention the horrible communication, the overcharge and the broken furniture.  
  

  I cant imagine your company wanting a reputation like this without having tried to compensate us to make the situation somewhat right!

  

  Business Response

  Date: 07/08/2025

  Dear *****,

  I have attached initial estimate for 921cbf with total amount 5526$.

  At the time  of pick up it was discovered you have much less belongings that was initially estimated and we adjusted it for you to our min order volume.

  We couldn't go any lower than 400cbf as it is a bare minimum of profitability. 

  At this point I really can't comprehend what reimbursement are you talking about? 

  Customer Answer

  Date: 07/09/2025

   
  I am rejecting this response because:
  

  We were charged for a minimum even though we were told verbally that there was no minimum.  The deceptive practices of your staff are appalling.  You have a recording of my conversation where I asked multiple times if there was a minimum and if we would be refunded if we did not put in enough cubic feet of furniture to reach the ******* dollars of up front payments we made based on the estimates of how much cubic feet we were sending.  I mentioned in numerous calls and through emails and texts that we would not be sending as much property as we initially estimated and  was assured wed be reimbursed based On whatever amount we actually sent on pick up day!!

  We were told a 1-7 day timeline estimate but it took 23 days to get our belongings delivered!  Not once was it mentioned that it could take anywhere near that long.

  The communication from your company while our belongings were in your hands was abysmal. And we did not get responses or follow *** after numerous interactions with numerous people. 

  We are requesting our money back from this service due to the horrible experience, lack of communication, deceptive sales practices (which you have a recording of) and utter lack of all around customer support and clarity.

  

  Business Response

  Date: 07/11/2025

  Dear *****,
  Thank you again for continuing the conversation and providing more context. We truly regret that your experience has left you feeling misled and dissatisfied. Please know that we take concerns like yours seriously, especially when it comes to communication and expectations during such a major life event.
  
  We acknowledge your concern regarding the minimum volume charge. While your initial estimate was based on 921 cubic feet, the actual volume loaded was less than that. As stated in our Terms and Conditions, the minimum transportation volume for operational viability is 400 cubic feet, that Is what exactly happened. 

  We make estimations based on information provided by customer. Your initial quote was ****** and eventually was reduced to 400cbf which is our absolute minimum! Isn't it a reduction in your oppinion?

  Were very sorry that your communication experience did not meet your expectations. There is no excuse for inconsistent follow-up, and your feedback has been shared with the appropriate department for internal review. We are committed to improving this aspect of our service.

   

   

• Initial Complaint

  Date:06/26/2025

  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.

  We signed a contract with Mayzlin Relocation on 6/4/25 for a long distance move from *******, **, to ********, **. The pick-up date was specified as a window from 6/20/25-6/21/25 and the delivery date was specified as a window from 6/24/25-6/25/25.The movers arrived on 6/21/25, bearing a contract from Mayzlin. They loaded our possessions onto their truck and left.Since then, we have received calls from a company called Happy Wheels Moving. They claim to have possession of our property and will be unable to tell us when they can deliver it. At first they said they would deliver it on Friday, June 27, but then they said their truck driver could not meet our delivery requirements. When I asked them what our delivery date was, a woman called ******* from Happy Wheels screamed at me on the phone that I did not know the definition of "dispatch." When I asked ******* what the relationship between Happy Wheels Moving and Mayzlin Relocation was, she said "We are sister companies," and when we asked what the parent company was, she said (verbatim) "We don't have a parent company, we are sister companies."We still have not received delivery of our property, which we believe is in the possession of *******************, a different company than Mayzlin Relocation, with whom we signed a contract. At no point did Mayzlin inform us they would be subcontracting to ************, and neither company has provided us with a delivery date.

  

  Business Response

  Date: 07/07/2025

  Dear *****,

  Thank you for taking the time to share your concerns, and we genuinely regret the stress and frustration this experience has caused. We understand how important it is to feel informed and confident during a long-distance move, and we sincerely apologize if any part of the communication or process did not meet your expectations.
  To address your concerns in detail:
  
  1. Subcontracting and ******************************start="420" data-end="423">While your contract is with Mayzlin Relocation, as is standard practice in the moving industry, certain moves may be completed in partnership with affiliated or authorized carriers to ensure logistics and timing align with service windows. These partnerships are not unusual and help maintain affordable rates for our customers. That said, we understand the confusion this can create, especially if not clearly communicated in advance. We apologize if this caused concern, and we will be escalating this internally to ensure greater clarity is provided going forward. For your information, ************ is fully registered company that have DOT license to do both ************************* and local moves.
  
  2. Delivery Windows and ********************start="1036" data-end="1039">Per our Terms & Conditions, pickup and delivery dates are not guaranteed unless Guaranteed Delivery Service was specifically requested and paid for. The date range you referenced (June 2425) represents the First Available Delivery Date (****) and start of your delivery windownot a guaranteed delivery date. For your route from *******, ** to ********, ** (~900 miles), the standard delivery schedule is 1 to 7 business days from the **** (June 24), meaning delivery could occur as late as July 2 and still fall within the standard window.

  Happy Wheels attempted to deliver your belongings on 6/28-29, but you couldn't receive your shipment on these dates because of your building restrictions.

  That is why delivery was completed on 7/3.

  Let me know if you have any questions.

   

• Initial Complaint

  Date:06/21/2025

  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.

  My move with Mayzlin from ** to ** was going to be Sat 6/21 between 10-2. I received the call from Mayzlin customer service on Thursday 6/19 at approximately 5:30pm that this was the schedule. On Friday 6/20, I received a text message from customer service at Happy Wheels Moving that my move would be occurring 4-7pm on 6/21, possibly 6/22 AM. I had no idea who this company was and why they contacted me, and then they proceeded to tell me they are a sister company, AKA subcontracted to handle my move. This is an illegal bait and switch. Nowhere in the Bill of Lading does it state that sister companies can be used. I want a MAYZLIN truck at my apartment by 2pm today or I will be bringing my lawyer into this. This is a nightmare situation and blatant negligence. I was taken advantage of likely due to being a woman and having a small move. After this occurred, people from Mayzlin customer service conveniently ignored my calls, despite a normal timely response and still being within the hours of operation. They knew what they did wrong and now they are hoping Im going to back down, but Im not. As I stated, I will be taking this to court if my stuff is not on a Mayzlin truck by 2pm today.

  

  Business Response

  Date: 06/23/2025

  Dear *******,

  I'm sorry for the inconvenience , but I was told that your belongings were picked up and successfully delivered to NJ yesterday 6/22.

  Let m know if you have any questions.

   

  Customer Answer

  Date: 06/23/2025

   
  I am rejecting this response because: ************ has horrible communication practices. I was not only stressed about moving, but became even more so when I was contacted by someone from *************************** saying they were now handling my move. Nobody from Mayzlin answered my calls on Saturday, and nobody could provide me any guidance as to what was happening. Yes, my stuff was moved, but your company caused me extreme distress in the final days and no support whatsoever. Also, I was told my move was 10-2, and in that text I received from Happy Wheels Moving on Friday, the made it 4-7, which ended up being 10:00 at night. I had to book a hotel for my mom and I to stay at that cost $657 because of how late this was and the inconvenience it caused. Had my move originally been in the 10-2 window, this would not have happened. I respectfully ask to be compensated for this mess that your company caused me.
  
  

  

  Business Response

  Date: 06/26/2025

  Dear *******,

  Thank you for taking the time to share your experience. We truly understand how stressful moving can be, and we're very sorry to hear that aspects of your relocation added to that stress. Your concerns are valid, and wed like to provide some clarity based on our procedures and Terms and Conditions.
  First and foremost, we apologize for the confusion regarding the involvement of Happy Wheels Moving. Mayzlin Relocation occasionally partners with trusted carriers to assist with transport logistics. These partnerships are coordinated to ensure we can fulfill deliveries within the contractual delivery window while keeping costs affordable for our customers. That said, we regret that this transition was not communicated to you more clearly and caused you distress.
  Regarding communication on Saturday, please understand that while our dispatch and operations teams work throughout the week, weekend availability for phone support may be limited. We apologize for any difficulty you had reaching us and understand how that added to your frustration.

  Customer Answer

  Date: 06/27/2025

   
  I am rejecting this response because: I was moved out of my apartment at 10pm, well past regular business hours. As I stated before, this cost me $657 to stay at a local hotel, as I was in no condition to drive two and a half hours at midnight to my new place of residence. My 67 year old mother, who is recovering from hip replacement surgery, was also with me and in no condition to drive. There is no way that she could have stayed the night at my old place with no furniture and slept on the floor. Please, I respectfully ask for you to cover the cost of my hotel and nothing further. I think this is reasonable given the occurrence of my move well outside of business hours and no responses from any MAYZLIN customer service agents throughout the entire process. 
  
  

  

  Business Response

  Date: 07/08/2025

  Dear *******,

  We understand how difficult it must have been to navigate a late-night relocation under those circumstances.
  Wed like to clarify a few key points to ensure transparency:
  1. Pickup Timing and ***********************start="622" data-end="625">While we strive to honor all scheduled pickup windows, unforeseen delays can occasionally occur due to factors such as previous jobs running over, traffic, or operational logistics. In such instances, our teams are trained to proceed with moves even outside of regular business hours in order to stay on schedule and avoid rescheduling, which can cause further disruption. That said, we understand that the late hour of your pickup was distressing, and we apologize for any lack of proactive communication during that time.
  2. Reimbursement Request for ********************start="1194" data-end="1197">Per the Terms and Conditions outlined in your contract, while Mayzlin Relocation makes every effort to operate within the customer's requested timeframes, pickup and delivery times are not guaranteed unless the optional Dedicated Truckor Expedited Service was purchased in advance. Unfortunately, as such services were not selected, we are not contractually obligated to reimburse for third-party expenses (such as hotel stays) incurred due to scheduling variations. We acknowledge this may be frustrating, but we must adhere to the same policy for all customers to remain fair and consistent.

• Initial Complaint

  Date:06/17/2025

  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.

  They contracted to provide moving services of home furnishings from ** to ** for relocation of my daughter's furnishings. I was assured that all people that entered the home at pick up and delivery would be employees of Mayzlin. That was not true. Only the drivers were employees of the company. I had to state that both pick up and delivery places could accommodate a 53 foot truck. Both could. After they loaded all of the furnishings into the truck and had them in their possession, I later received a call that according to their ****** map view of the FL address that I would have to pay for a smaller truck as the 53 foot truck could not maneuver the driveway. They had the furnishings and I needed them delivered so I paid the extra $850. They delivered the items in a U-haul when the 53 foot truck could have fit easily. The larger truck fit in the narrow driveway in MD and the driveway in ** was much wider and more open. They delivered on the day of a hurricane (******) approaching so the items were not inspected thoroughly and the driver wanted to leave for safety reasons. I would like to be reimbursed the $850. The damage was found after the storm when there was time to check things and unpack the boxes. Mayzlin does not deal with claims and makes you work with an on-line claims company ******************** and it is up to the consumer to upload photos and find comparatives and weigh all items one is claiming. They mistreated the belongings and they do not stand behind their poor work. They switch and bait and I consider that fraud and bad business practices. I hope no one uses them in the future for relocation of furnishings. Most of the furnishings were antiques and family heirlooms that cannot be replaced.

  

  Business Response

  Date: 06/18/2025

  Dear ******,
  Thank you for taking the time to share your experience. We are genuinely sorry to hear about the frustration and disappointment you and your daughter encountered during your recent move from ******** to *******. Please know that your concerns are being taken seriously, and we appreciate the opportunity to address them.
  

  Third-Party Labor

  Wed like to clarify that while Mayzlin Relocation employs professional drivers directly, we sometimes utilize qualified third-party labor for loading and unloading servicesparticularly in high-demand areas or remote locations. This is a common industry practice and is disclosed in our service agreements. Nonetheless, we expect all personnel representing our company to maintain the highest standards of professionalism and care. If this was not your experience, we sincerely apologize.

  Shuttle Fee and Truck Access
  Regarding the $850 shuttle fee, we understand your frustration. Our logistics team uses mapping tools, including satellite imagery and regulatory restrictions, to assess accessibility for a 53-foot trailer. If conditions suggest that such access is not viable, a shuttle service is arranged as a precautionary measure to ensure the safety of your belongings and the vehicle.
  We acknowledge your concern that the full-size truck might have fit at your delivery location, but delivery driver is the only one who determines accessibility of a destination
  addresses, but I can see from the satellite view, that there are series of sharp and tight turns leading to your address. That is what made the driver to apply shuttle fee.

  Claims for Damaged Items
  We are truly sorry to hear that some of your itemsespecially antiques and family heirloomsmay have been damaged. We work with CSI Pros, a specialized third-party claims, which is industry standard. Feel free to contact them to guide you through claim process. Please be informed that you have 9months from the delivery date to file a claim.

  Customer Answer

  Date: 06/18/2025

   
  I am rejecting this response because:  The turn at the pick up was much harder than the turns at the delivery.  I have seen large trucks at the delivery site so I do not accept their excuse.  Mayzlin had both addresses from the original contact before anything was signed.  At that time is when they should have notified me that they felt they would be unable to deliver in the large truck and that there would be an extra charge.  They did not do this until after they picked up the items and had them in their possession which is considered a switch and bait dishonest sales tactic.  The customer has no choice.  If I knew this in the beginning, I would have had the option of checking another moving company.

  All conversations with them were taped by them.  If they go back to my conversation with ****** *., their sales **** he assured me that all people that will be in the home at pick up and delivery would be actual employees of Mayzlin.

  Dealing with their claims company is a nightmare.  Everything must be done on-line and none of that was explained in the beginning.  Their on-line claims company says they have no access to any agreements between the customer and the moving company.  There is no human to talk to and questions are not answered.  The claim process in my opinion is a scam.

   

  
  

  

  Business Response

  Date: 06/18/2025

  Dear ******,

  As for shuttle service, we are unable to tell you at the time of booking if the shuttle service fee is applicable, we can only assume.

  That is why it is left for a driver discretion determing accessibility at the time of delivery.

  I have asked CSI team to contact you and guide you through filing process.Unfortunately it is the pass the one has to take in order to get compensation.

  It's not that hard as it seems.

  Let us know if you have any questions.

   

  Customer Answer

  Date: 06/19/2025

   
  I am rejecting this response because:  As you can see, Mayzlin does not care about their customers or their customers belongings and they are not upfront or truthful. Their claims company has offered $385 to cover the damaged furniture as payment depends entirely on weight.  Their weight estimate for an antique solid walnut roll top desk was 100 lb and 90 lb for an antique solid walnut high chest of drawers (6'x4'x18") which took two men and a dolly to bring into the home.  I contested their weights but that made no difference.  They took no responsibility for an item they packed which was damaged because they did not unpack it.  They were in a rush to leave due to the hurricane that was due to and did hit *********  The driver was in a rush to get out of there because of the hurricane so nothing was thoroughly checked or unpacked.  I do not understand why they decided to do the delivery on the day of a major hurricane warning.  That was the earliest date for them to make the delivery so they could have waited until the storm passed.  They would not unload anything until I paid  the balance due by money order.  The fact that they would not accept a credit card or check should have been a clue to their quality of work.

  It appears they are taking no responsibility, so please make certain they are listed on your site with my bad review.  I will also tell my realtor friends and others to advise clients to not use Mayzlin Relocation.

   

  
  

• Initial Complaint

  Date:06/06/2025

  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.

  We hired Mayzlin Relocation for $5681 for a move from *********, ** to ***********, **. Pickup of our belongings occurred on May 23, 2025 with intended delivery date June 3rd, 2025. During booking, we were told explicitly that our delivery would arrive within a 3-day window of our preferred date. This was a key factor in choosing their service.Once they picked up all our belongings, they notified us our contract actually stated an estimated delivery window of "4 to 21 business days. This was never disclosed during the quote or sales process. They also did not disclose that if we wanted guaranteed or expedited delivery we would have to pay more money in advance, an option they say is now not available to us. As of today, over two weeks have passed since pick up and we still have not received our belongings nor have they been loaded onto a truck for delivery across country. Every time we call, we are told there are no updates and that no trucks are available. There is no estimated delivery date. The company has also refused to allow us to retrieve our items ourselves, citing contractual obligations.Worst of all, the company has now stopped answering our calls entirely. Calls go to voicemail, and our messages are ignored. We had requested escalation to a supervisor which was completely ignored. This has caused serious hardship. Weve been without essentials and unable to settle into our home. We are each beginning brand new jobs across the country. They also demand we be at the delivery location in person upon delivery of our belongings but refuse to provide us with a date or estimate of delivery - which we obviously will not be able to comply with because of our full-time employments.I am requesting assistance in:- Prompt delivery of our belongings - A full investigation into their deceptive sales and delivery practices - which others have commented on in ****** Reviews - Holding the company accountable for costs and disruption theyve caused

  

  Business Response

  Date: 06/09/2025

  Dear ******,

  We understand how difficult this situation has been for you, and we truly empathize with the stress caused by the delay and lack of clear communication. Wed like to offer some clarity based on Mayzlin Relocations policies, and to guide you toward the next steps for resolution.

  
  Delivery Timeframes & Expectations
  While we understand you were initially told of a 3-day delivery window, we must respectfully clarify that unless Guaranteed Delivery or Expedited Delivery services are selected and paid for in advance, all shipments are subject to our standard delivery schedule, as outlined in the signed Terms and Conditions.
  For a cross-country move from *********, ** to ***********, ** (approximately ***** miles), our standard delivery window is 6 to 21 BUSINESS days from the First Available Delivery Date (FADD)  the first day you are available to receive your shipment.  Your FADD is 6/3. We are actively working on scheduling your delivery and will inform you once ETA is available.

  
  Why Delivery May Be Delayed
  Our pricing is based on a consolidation model, where shipments are grouped to reduce transportation costs. This allows us to offer more affordable rates but may result in longer delivery windows, especially for cross-country moves.
  
  Communication Concerns
  Were sorry to hear that youve had trouble reaching us. Our team aims to be responsive and helpful throughout the process, and we apologize if this wasnt your experience. While we may not always have real-time updates during dispatch coordination, we do take every request for escalation seriously and will review the matter internally to ensure proper follow-up.
  
  Regarding Refusal to Release Belongings
  Per contractual obligations and transportation regulations, self-retrieval of items is not feasible once the shipment is in our network. This is standard across the industry to ensure compliance with insurance and logistical safety protocols.