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:05/17/2023

  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.

  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

  Date: 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

  Date:04/13/2023

  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.

  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

  Date: 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

  Date: 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

  Date:03/31/2023

  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.

  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

  Date: 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

  Date:12/20/2022

  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.

  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

  Date: 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.

• Initial Complaint

  Date:11/14/2022

  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.

  MoveON Moving Solutions lost thousands of dollars worth of our belongings including 3 new mattresses, the screen to our 75" *********** Our ******* BBQ grill, art, a fireproof safe with legal docs, patio furniture, an air compressor, moving dollies, a piece of furniture (hutch/dry sink) that my husband's grandfather made by hand, a floor **** and more......... The items that did arrive were carelessly packed and several were damaged. We have seen pictures of our belongings through communication with the insurance process, but have not received a single item returned. I know that things could get lost in a move, but the magnitude of this loss is just too much.

  Business Response

  Date: 11/28/2022

  We regret that this customer had a bad experience, however there seems to be an ongoing confusion about the items that were shipped. The customer has repeatedly attempt to claim items not listed on the shipping manifest nor charged in the transportation charges. As a result of this, the third party adjuster denied any items claims that are not listed or charged. This claim for damages was already settled on 9/20/2022 and the check was mailed to the customer on 11/04/2022.

  Customer Answer

  Date: 11/28/2022

   
  Complaint: 18397394
  
  I am rejecting this response because: There were items that were not properly documented due to Move On Moving's carelessness. But even if you disregard the few that were not properly documented, there are many more documented missing and damaged items. The customer care agent told me she new where our improperly documented mattresses were delivered by mistake in the early communication process, but we never received them. This business is fraudulent and their documented communication is an example of this. I really do not understand how they are still in business. They delivered the base and power cord to our 75" *********** but not the screen. This tv was documented and we were charged for them packing it! There are many items that were documented that never showed up or that were damaged. We received under $300 in compensation for over $10,000 worth of lost and damaged items. We tried to be patient and have consideration, but they have taken absolutely no responsibility for the documented lost and damaged items. I don't want anyone else to have to go through this.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/11/2023

  Once again, this customer had the opportunity to file all of their supporting documentation with an independent claims adjuster for review.  This adjustment company works nation wide throughout the shipping industry and works according to insurance industry best practices to ensure that a settlement is reached using the level of coverage chosen by the customer and the documentation provided. We respect and trust their determination in this matter and the customer has already received payment based on the settlement that was reached.

  Customer Answer

  Date: 01/15/2023

   
  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,
  
  *****************************