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:08/29/2023

  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.

  Velocity Moving broke my ** when they moved my belongings from **********, ** to ***********, ** on July 20, 2023. The ** was packaged in a Uhaul ** box and wrapped in a moving blanket. Velocity denied our insurance claim even with supporting photos of the damage.The movers were also very unprofessional and pressured us for a bigger tip than we offered.

  Business Response

  Date: 09/12/2023

  We are sorry for the damage to the TV.

  However, no mover can assume responsibility for PBO items ( Packed By Owner) 

  The reason is that the movers did not have the chance to inspect and examine the item prior to it being packed, and there is no assurance that the right protective supplies were used packing was done professionaly.

  However, the customer can still file a claim with our claims company for a weight based compensation per the contract terms and conditions.

  Customer Answer

  Date: 09/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I filed a claim and it was denied. The item was packed properly and damaged by THE MOVER.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:12/21/2022

  Type:Product 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 had a long distance move from ** to ******* It was through International *** Lines who then outsourced move to Velocity ********************************************* in the Bronx I moved out of *********, ** on March 21 2022 My furniture and all belonging were stored at their facility on ******************************************** for 7 months I paid ($508.08 per month ) I scheduled my move in date on October 27, 2022 It was delivered to my current address of ****************************************************************************************** It was a Sunday and the truck did'nt get here until late afternoon As each box was unpacked everything was broken I had mirror dressers an armoire a buffet all shattered *****, glasses, Christmas collectibles all destroyed To say I was devastated would be an understatement I called Velocity and was instructed to file a claim through their insurance company *********************** ***************************************************************** After waiting patiently for areply I received a !***** with a settlement offer of $174.00!!! i am in a new place since October 27th without my bedroom set,living room set, tv ***** the list goes on and I have a ton of pictures to provide you with I am seeking a refund for my storage fee of $3556.56 as well as reimbursement for my furniture and collectibles which after pricing even the most inexpensive pieces would need at least $10,000 I was told from day one that the Owner ****** would contact me he never had the decency to even though I left several messages I implore you to look into this matter for me These people need to be held accountable I am also seeking legal representation I can not allow this blatent act of disregard toward a customer go unaddressed Aside from the ********************** charge they collected close to this matter $6500 including tips that once given was told by the worker it wasnt enough!! I thank you for your time and consideration I will be contacting every form of social media to warn consumers of this pathetic excuse of a moving company Sincerely ***********************************

  Business Response

  Date: 12/21/2022

  We are very sorry to hear about the damages to the goods while in transport.

  Unfortunally in our line of business damages do happen from time to time and it sadness us to hear about every time.

  It is important to note that no moving company is liable to content of goods packed by the customer as they did not witness the condition of the goods prior to the move, and cannot confirm the customer had the proper packing supplies, boxes and has the skills and knowledge to  pack the goods professionally for interstate move. In this incident and based on the photos we have seen, the boxes were not packed properly

  We did give the customer the option to purchase additional ************** Coverage but Unfortunally  the customer opted to reject it and get the 60 cents per pound per article coverage included in the move.

  In light of the above the claims company made the decision to determine the compensation according to the contract terms and conditions.

  We would however offer an additional $500.00 in a good faith beyond  our legal obligation.

   

  Customer Answer

  Date: 12/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved! I DID NOT PACK MY FURNiTURE THEY PACKED ALL OF IT!!  My bedroom set,  buffet not to mention the wall unit they took a hammer to Totally unacceptable response 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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