ComplaintsforMove On Moving

• Initial Complaint

  12/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  on 11-16-2023, move on moving picked up my belongings in ****** **. the driver was rude, and handled my belongings very roughly. since then they have sat in their warehouse. they have been very difficult to reach over the phone during their posted business hours. they claim to return voicemail messages within 2 business days and do not. the few times i have gotten thru, ive been given a different excuse. only one person there has been if any help, her name is ***********************. i didnt pay for my stuff to sit in a warehouse, i paid to have it delivered to **

  Business response

  12/12/2023

  We regret that this customer is upset, however we are still well within the delivery window. While the shipment was indeed picked up on 11/16/23, she only provided us a delivery address on 11/27/23, thus beginning the delivery time frame. Additionally, as she is on the road most of the week, she indicated that she could only receive on Thursdays, however this shipment is not contracted for a guaranteed delivery date, nor has one been charged to the customer. Nonetheless, the dispatch has been attempting to accommodate the customer's unusual restriction. Since the customer is dissatisfied with the extra effort then the dispatcher will no longer delay by attempting to accommodate and will ship the shipment out regardless of the day on which it will arrive. The customer should make arrangements to be there whenever the truck arrives as per the terms and conditions of the standard delivery time frame of her service contract on which she signed.

• Initial Complaint

  08/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  They picked up my furniture as a third party on June 24th and 2 of their employees fail to pack everything and they got in an argument with each other during the move. Its been over a month and I have not received my furniture. Move On Moving never contacted me after I called them for 2 weeks straight. The texted me July 10th and stated he would be in ******* on July 14th. I told him no one gave me any communication of this delivery and that I wouldnt be home until the 15th. I made a move On aware of my work schedule out of town since they would never give me information. They charged me an additional rate for redelivery of over 100% making my total another $1545. I paid them and they told me Id receive my items on June 24th. Never heard from them and they stopped answering my calls. I call them and if anyone answers they say the driver is still making deliveries in *******. Its been over a month and no truck can hold that much inventory. *** even asked why havent they followed the contract of just putting my stuff in storage and then Id be responsible for going to pick my stuff up. No answer, they lied to the broker and initially told them they had my stuff in storage in ******* but the driver had already texted that my truck was on the back of his truck. I want my furniture or a refund of the almost 4k for my furniture and the cost of my furniture. I looked at their reviews and the way other customers have the same issue. Its important to note I booked with a broker and they gave this job to move on as I would have never used this company. They are lying saying they have contacted me and they havent, my number has not changed and the only person *** spoke to was *** the dispatch secretary and last week a guy answered and couldnt be bothered to give me information.

  Business response

  08/17/2023

  We dispute the customer's characterization of his delivery. This customer had a standard delivery time frame, and neither contracted nor paid for a special delivery time frame or other priority considerations. moveON was on time within that time frame, arriving to deliver only 13 business days past pickup and with advance notice, but the customer failed to be present or have an agent present on his behalf, thus resulting in an aborted delivery and a redelivery situation with associated costs. Redelivery on an aborted delivery attempt requires advance payment to dispatch the truck, and redelivery attempts are not subject to the original contracted time frames, but are done as first available based on the company's shipping schedule. The customer however initially refused to make payment without a guaranteed delivery date for his second delivery attempt, a service which, when available, results in an additional charge which the customer wasn't willing to pay. After one of our manager's reached out, the customer did make payment and was delivered on 8/5/23.

• Initial Complaint

  07/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I moved from ******* ** to *********** ** in April 16 of 2022. The quoted price of apx ******* quickly changed to a final price of ********. Which I paid in full. When the truck arrived...they did not bring a big enough truck, so they had to come back which caused a delay in my move and they were aware of the size of my move before hand. Delivery was to take place on or around 25th, it did not take place until 05/18/2022. This however is not my issue...just the background. When my belongings arrived, everything I own was either missing, destroyed, or damaged in some manner. The boxed appeared to have been in a rollover accident or had traveled across the country in rolling cement truck. Many furniture pieces were completely missing. The truck that showed up to deliver, did not have enough drivers, so I had to go all over town to try and find people to help unload. Keep in mind...I paid for professional movers. When the movers left, I had boxes in the yard and furniture in garage...it was a mess. I contacted Move On moving and they told me that I had 9 months to file a claim. I went through everything, I filed my claim in a timely manner. The insurance company processed the claim and it should have been paid by Move on Moving by 05/31/2023. Move On Moving (***********************) is completely ghosting both myself and the insurance company CSI. *** had called her 23 times and she has avoided my phone calls 23 times. I have sent emails and she has not responded. CSI has sent emails and she has not responded. What they are required to pay is only a fraction of the damage and distress they have caused. They destroyed a lifetime of belongings. I paid nearly $20,000.00 to have my household destroyed and they have the audacity to try and avoid paying the claim.

  Business response

  08/04/2023

  The Shipper is using the term "insurance" however we do not show any record of insurance having been purchased by her in the account. If the customer did purchase additional insurance through a third party, she should file a claim directly with that coverage provider. In this case, the customer opted out of additional coverage and the adjuster therefore using the released value free coverage liability limits to assess her claim. Her claim was filed with the third party assessor, CSI, who used the documentation provided by her in order to adjust her claim. Upon reviewing this account we were able to see that one of the difficulties in adjusting this shipment's damages stemmed from the fact that the items in questions are identified by the Shipper as being sixty or more years old, and questions arose regarding the differential between standard wear and tear on exceptionally old furniture vs new damages on many of the items. In some photos provided by the Shipper damages were difficult to view or assess at all. moveON is prepared to request the documentation from the claims adjuster and review again in full. An offer of settlement will be sent to the Shipper based on that determination. Please allow **** business days for our claims liaison to review and be in contact with the Shipper.

  Customer response

  08/11/2023

   
  Complaint: 20333029
  
  I am rejecting this response because: It has been 10 days and I have had no response from Move On Moving or the Claims adjuster as I was so kindly corrected about in the response instead of addressing or apologizing for the real issues. If there is or was concern about the condition of my priceless antiques before shipping...then that should have been addressed at pick up. Not once has the claim adjuster or Move on moving requested before pictures or additional photos. The entire response was just more excuses and more falsehoods and more fraudulent business practices. Acknowledgment of wrong doing an apology and paying the claim fairly would be appropriate. That is all I ask. My entire shipment was damaged and the entire experience has been traumatizing.
  
  Sincerely,
  
  *************************

  Business response

  08/17/2023

  The customer is correct. CSI did not reopen the claim for review. I have just sent another request and hopefully this will be done soon.

  Customer response

  09/02/2023

  The company offered a settlement. It is far below the dollar amount of the damage they caused. They are also refusing to pay for items they lost because I signed paperwork at delivery, which they would not have delivered anything if I didn't. So I'm not satisfied with the settlement but they did offer as I asked.

• Initial Complaint

  07/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  1. Move On Moving was engaged to move my home from **********, ** to the ******, ** area in April 2022; Insurance claim for damages was denied on 3/7/23; disputed denied 4/14/23;2. Items placed in storage in Move On Moving's storage facility in the area of ********* for approx 3 weeks;3. In late April, items delivered to storage unit in *********, **; significant damage noted at time of delivery; movers stated "file a claim"; Move On Moving office contacted and stated same; NO ONE stated to me or the 2 people helping me to make note of the damage on any paperwork. They DID tell us to take photos of items, (some of them taken while items were still in the process of being off-loaded from their truck) & "file a claim"; 4. Rec'd claim contact info on 4/25/2022 (see document attached MOMInitialClaimsContactInfo);5. Claim filed 1/9/2023 for approx $8K in repairs; 6. Claim denied 3/7/2023 siting some of the following reasons: "you should have notated...litems in a different condition then {sic} ...at origin; "carrier...entitled to..reasonable opportunity to inspect and verify claimd damages before moved again" (moving personnel stated to unpack all boxes before filing claim; they never offered to have items inspected while in storage; they would have been welcome to inspect the items); these are only some of their responses, but not exhaustive;7. Once claim was filed, I did not repair any items as I waited to be contacted by an insurance adjuster; never contacted; 8. Filed dispute on 3/31 with the 9. Many items were also lost and broken, but I did not mention those in the claim.Please, if there is any way you can assist me in getting some sort of resolution from this company, I would be grateful.Thank you for any assistance you can give me.

  Business response

  07/06/2023

  We regret that this customer had damaged items, however, we have reviewed the contract and notes in file including correspondence with the customer. As the complain states, the customer had their items delivered to a **** SMART storage facility. At the time of delivery the customer notated only two items as damaged, and the third party assessor subsequently offered compensation on those items. This customer has not disclosed how long the items were in the **** SMART storage, the conditions of the storage, or the persons and equipment responsible for moving the items from storage to her home.

  The customer is using the term "insurance" however we do not show any record of insurance having been purchased by her in the account. If the customer did purchase additional insurance through a third party, she should file a claim directly with that coverage provider. In this case, the customer opted out of additional coverage and the adjuster therefore using the released value free coverage liability limits to assess her claim. Her claim was filed with the third party assessor, CSI, after the second move of the items, as she states, roughly seven months after we completed our service. The pictures that she submitted to CSI, show the items now located in her home, and not in the storage where they were delivered by our crew. moveON moving is not liable for damages that *** have occurred in a third party storage, or done by other persons, either professional movers or otherwise who *** have handled the shipment. The customer claims no one told her to mark damages during our delivery, however she did so on the delivery form at the point of service contradicting her own statement.

  The adjuster used the paperwork signed by the customer on the day of delivery to arrive at his/her determination. As such, only items marked as damaged by the customer upon the completion of service by moveON moving would have been considered, as time in storage and a subsequent move *** have caused additional damages other than what was noted on the contract at delivery by moveON moving. The adjuster notates the customer's dispute, however no acceptable documentation of additional loss incurred specifically by moveON appears to have been provided by her that would affect the offer. The final offer of $144 was sent by CSI on 4/14/23 and timed out on 6/13/23 without further response from the customer.

  Customer response

  07/18/2023

   
  Complaint: 20277818
  
  I am rejecting this response. Please see attached.

   

  
  Respectfully,
  
  *********************************************

  Business response

  07/19/2023

  Most of the issues to which this customer objects were already addressed in our previous response.  She is objecting to the point that her items were held in storage after delivery for an undisclosed period of time and then later transported by undisclosed parties. She is again asserting that contrary to the paperwork the items were damaged prior to the Cube Smart storage, yet still does not disclose the period of time of their storage, the conditions thereof, or the parties and conditions of the final transport post-contracting. Therefore our response to this issue remains as stands. The third-party adjuster is required by standard practices to use the contract documentation as provided by the customer and the Carrier. Individuals that were not a party to the contract or assigned as agents and did not identify themselves as agents of the contracted at the time of service may later submit statements that a third party cannot corroborated and would therefore not be considered in the claims process. CSIs records show that the statements submitted by the customer on behalf of the unknown parties were submitted over a year past the actual delivery date, and their statements are contrary to the contract notations signed by the customer herself at delivery.

  The photos submitted were evaluated by the adjuster using industry best standards and in accordance with the paperwork and moving conditions. We requested to view the photos submitted by the customer and all of the photos are of the items already in the domicile, not in the storage where we delivered. That means that all of the pictures were taken AFTER the second move, the service of which WAS NOT provided by our company. The singular picture of the interior of a moving truck shows no branding of a company, but also does not support the position that the items were not properly tethered. The pictures of items taken while being unpacked at the house were packed by the customer herself and therefore not subject to the liability compensation without documentation of the box condition at the delivery point of service for the end of our contract. The pictures were taken after storage and additional move. 

  Our notes confirm that a safe was absent from the initial delivery and was delivered a week later as stated by the customer. 

   

  Customer response

  08/01/2023

   
  Complaint: 20277818
  
  I am rejecting this response because:

  Please see attached
  
  Sincerely,
  
  *********************************************

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this MoveOn Movers and my items were delivered on 4/25/23. The pickup date was 3/16/23.First of all, I was promised pickup between 8 am and noon on 3/16. After numerous calls, the driver finally shows up at 8:30 pm. I paid to have my items moved for me. Only 1 person showed up therefore I had to help move my items which we were up doing until 2 am. Again, I paid to have it done for me. I was offered zero discounts for this.I was ready to move on and chalked it up to an act of God. If that was the only problem then thats ok. Things happen and I was fine helping.Secondly, I was promised delivery in 3 weeks time. At this point my items were delivered in 6 weeks. I attempted to talk with the supervisor about these issues, but he kindly made me aware that they could not deliver unless I paid the rest of what I owe which was $550.Key point: They can not deliver items unless paid in full.I decided to cut my losses and pay the full amount so this nightmare could end. After all my items were delivered inside I discovered 50% of it was damaged beyond repair. My guitar was literally snapped in half. Im not sure how that even happens. Again, Im a fair person and I get that things happen and they more than likely did not do this on purpose.So I open a claim with CSI and file all the paperwork. Now, MoveOn Movers is holding up my claim paperwork because they are saying I still owe them money. How can that be when they were not allowed to deliver my items unless paid in full originally??Now they are not answering calls and not responding to my voicemails.DO NOT HIRE MOVEON MOVERS.

  Business response

  06/19/2023

  We regret that this customer has had a bad experience. Upon reviewing his file it does in fact show that there was an open balance at the time he filed his claim. This is likely due to the fact that he opened the claim shortly after delivery and the closing paperwork had not yet be received back. Our notes show that he was informed of this on 4/26/23. Since open balances automatically freeze claims processing this would be the reason that the external claims adjuster informed him of this. We have already notified the accounting department to correct this communication to the adjuster so that the claim may proceed. Apologies for any inconvenience that this may have caused.

• Initial Complaint

  05/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received an estimate for moving. The company asked for and was given a $100 Deposit. I did not sign a sign to a contract. I had just requested an estimate. I decided not to use this company due to their high price. They refuse to refund my deposit. I did not sign an agreement or contract.

  Business response

  05/17/2023

  We have no record of this person in our system and have never sent him an estimate. We have searched all  transactions since January 2021 and have no record of a $100 transaction under his name. It seems he has filed a complaint against the wrong mover.

• Initial Complaint

  05/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Moving from ********* to ***********. Movers picked up our belongings on Friday 4/28 and told us it would arrive in ** on Tuesday 5/2. Today is 5/17 and our belongings have not yet left ********* being stored God knows where. On top of that, we were told by the third party company (we never knew this WAS a third party) who hired Move On that we could add extra items at no charge. We were charged $750 by Move On for the extra items and we will have to pay an additional $500 for them to shuttle it to our destination with a smaller truckif it ever arrives.

  Business response

  05/18/2023

  Actually this shipment has been loaded already and dispatch will be reaching out to the customer. The delivery date was not 5/2/23. This was designated by the customer as the first available delivery date, which is the date that begins a standard time frame. This is clearly outlined on the contract paperwork, however it was explained to the client in several conversations. Regarding the shuttle, the customer herself informed ** that a trailer will not have access at the destination and we gave her options for delivery and she chose a shuttle. The price increased at pickup because the customer declared 8 items to the broker but had 72 items on the inventory. If the broker actually told the customer that they could add items at no additional charge then that complaint should be referred to the broker. Obviously everything that is shipped will be charged at the quoted rate. Moving companies are not required to ship items free of charge.

• Initial Complaint

  04/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Moving from ******* to **** was a disaster. Arrival date of my furnishings in **** was a week late. Movers who made the lelivery were not professional movers, as they were unable/unwilling to set up a bed in the Master Bedroom. Delivery was made in two box trucks, on separate days. Many broken items, missing items (Sleep number bed, Television Set and Chrome library table). I was offered a check for about $160.00 as reimbursement for the lost items. As of this date, 4/12/2023, I have had no response from MoveOn Movers.

  Business response

  05/02/2023

  This customer was not delivered late, however there were items erroneously left in the warehouse at the time of loading his shipment due to crew error and those were shipped out separately. The customer filed a claim through our third party adjuster regarding lost and damaged items and arrived at settlement with them. All documentation regarding loss damage or other claims would have been submitted to that third party and reviewed by them. In the even that a ******* does not agree with their determination he is permitted to appeal and to provide additional documentation to support his claims of loss or damage. This customer signed on the settlement release on 10/14/2022 and the check was mailed to him on 11/4/2022.  On 11/28/2022 we received the check back in the office mailed to ** by the customer with a letter dated 11/13/2022 and stating that he was refusing the settlement check. We have attached here his signed release and the letter he sent to ** refusing the check. The settlement is a binding agreement, and once it is signed  it is forwarded to our accounting department by the adjuster then they close the claim and case ID. We received the release and processed the check as required by industry regulations. 

  Business response

  05/17/2023

  We regret the customer is still expressing dissatisfaction, however it is unclear what the consumer claims is misrepresented in our response. We have uploaded the supporting documentation regarding all relevant statements. 

• Initial Complaint

  03/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Moving on Moving services were hired by a third party broker to pick up and deliver my possession as apart of a cross state move from ** to **. Upon delivery, my things arrived broken and missing. the moving company had no remorse and did not offer to replace any of the items broken or missing. they had be file an insurance claim and offered me $48 on one of the broken items that has a replacement cost of over $1,400. Furthermore, the driver who delivered my things told me that they packed the truck with negligence and that he notified the company of the broken items and showed me a text where they were showing a lack of care. This company has poor customer service and should not be in the ********************** of caring for peoples things. i have at least 6 boxes missing plus my mothers poster size memorial photos.

  Business response

  04/18/2023

  We regret that this customer had a damaged item. She filed a claim with our independent claims service provider for one damaged item only and submitted her documentation directly to their adjuster. Her paperwork makes no mention of additional damages or missing items.

  Their offer to her was based on the pictures submitted for the item claimed and the level of coverage for which the customer paid, in this case the free released value liability coverage which assesses damaged items at sixty cents per pound, thus the offer of $48.18. If the customer has purchased ********************** insurance for replacement value then we encourage her to contact her insurance provider to file a claim with them for full replacement value on the item in the claim.

• Initial Complaint

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company picked up my furniture from my home at ****************************************************************** on 11/30/22 and delivered it to ****************** on 12/17/22 and all my items were broken damaged destroyed and my children and myself had no bed or anything now my 90 inch television 75 inch television destroyed

  Business response

  12/20/2022

  This customer was just delivered a couple of days ago and we understand that she opened a claim with the claims company just this morning. She will need to work with them to submit their required documentation in order to have the alleged damages reviewed. We have a third party claims company that reviews all documentation supplied and makes their recommendations based on that. We will await their determination.

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