Complaints

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

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  Piece of Cake Moving

  287 Park Ave S New York, NY 10010

• 

  Piece of Cake Moving

  405 Lexington Ave Ste 740 New York, NY 10174-0002

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:04/14/2025

  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.

  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:

  [Your Answer Here]

   Since the total refund, piece of cake moving company has not reached back out to me in regards to my 7 boxes with my things inside. In fact, they told me to mark this case with BBB as closed to show that their efforts have been completed. 

  They thought that my well deserved full refund can be used as hush money. 

   

   

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

  
  Sincerely,
  
  ****** ********
  
  
  
  
   
  ail to remind me of sending them tip via Zelle for the service. I have spent sleepless nights since 3/29 with my baby, feeling on an air mattress, paying a price of a mistake that has nothing to do with me because i met my end of the contract. On 4/12, my belongings arrive and 7 of my boxes are missing, un accounted for. They have no explanation, i am told to wait 96 hours for a response. Now their claims department is only trying to offer me $350 for their error .

  Business Response

  Date: 04/21/2025

  Thank you for the opportunity to respond to this matter.
  We would like to clarify that the complaint in question was submitted before communication with our Customer Success Team had concluded. Since then, we have been in direct contact with the client and are pleased to confirm that a mutually agreeable resolution has been reached.
  All parties involved expressed agreement with the proposed solution, and based on this, we consider the matter fully resolved and closed on our end.
  We remain committed to providing a high standard of service and open communication, and we appreciate the opportunity to clarify this situation.
  PoC Team

  Business Response

  Date: 05/23/2025

  To the BBB Committee and Our Valued Client,
  Piece of Cake Moving & Storage acknowledges and sincerely apologizes for the two-day delay in delivery. While delays, though regrettable, can occur in the transportation industry, our Terms and Conditionsreviewed and agreed to by the client prior to the moveclearly outline a $50-per-day reimbursement policy in such instances.
  In addition, the client opted for the standard $0.60 per pound per item liability coverage for their move, a policy regulated by the **************************** and fully acknowledged in writing by the client prior to service.
  Despite adhering to the agreed-upon terms, and after multiple back-and-forth communications and requestsmany of which exceeded reasonable expectationsPiece of Cake issued a full refund of nearly $2,000. This amount is significantly greater than our contractual obligations, provided purely as a gesture of goodwill and to bring the matter to a close.
  At no point was this refund offered in exchange for ending the BBB complaint process. Rather, we respectfully requested that the client inform BBB that the matter had been resolved in accordance with, and substantially beyond, the agreed-upon terms. To characterize this as an attempt to "bribe" is not only false but undermines our good-faith efforts to resolve the issue responsibly.
  Given the facts outlined above and the exceptional reimbursement already provided, there is nothing further that can be added to or resolved in this case. We consider this matter closed.
  Sincerely,
  Piece of Cake Moving & Storage

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/11/2025

  Dear ********
  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience caused by the damage to your furniture during your move.
  We were informed that our Customer Success Team has been in communication with you and has worked to resolve the issue. After reviewing the situation and discussing the details with you, we are pleased to have reached a satisfactory resolution.
  We greatly appreciate your understanding and cooperation in this matter, and we are committed to ensuring that any future service meets your expectations. Your feedback is important to us, and we will continue to improve based on it.
  Thank you again for your patience and communication.
  Sincerely,

  PoC Team

• Initial Complaint

  Date:02/06/2025

  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.

  Paid full-service move (Jan 30, 2025), but services were not provided as promised. Paid for unpacking (50 boxes), movers only unpacked 3, leaving me to do the rest. Beds headboard not reattached; couch cushions just tossed on top. Had to dig through boxes for necessities like a pillow. Movers added a $1,275 surprise charge on move day for extra items. Double charged for items already listed. Charged for items not even moved. Promised follow-up call to adjust charges but never received one. Sentimental sign lostwas in my old apartment but never arrived. Doorman saw movers abandon two boxes in the elevator, which were delivered to another apartment. ******* and another client retrieved my boxesmovers were indifferent. Several items left behind due to poor organization (pots, pans, makeup, etc.).I was moving alone with my 3-month-old baby and expected a stress-free experience. My doorman noted the crew took advantage of me being alone with an infant and likely would have acted differently if my husband were present. This move caused significant emotional distress, including exhaustion, stress, and sleepless nights. Movers took 7-8 of my markers without permission instead of bringing their own. Showed no care when told about their mistakes (lost boxes, mishandled belongings). Company ignored emails and complaints about lost/damaged items. Never provided promised follow-up call for charge adjustments. Dismissed concerns with generic responses, refusing accountability.Requested Resolution: Refund for unpacking. Reimbursement for lost/damaged items. Correction of overcharges (double billing, charges for items not moved). Compensation for emotional distress. Formal acknowledgment of poor service.This company advertises a stress-free moving experience but instead created a stressful and traumatic ordeal. Their lack of professionalism, dishonest billing, and disregard for customers should be investigated by the ********************.

  Business Response

  Date: 02/21/2025

  Dear BBB Committee,
  We are writing in response to the complaint filed by ****. We were surprised to receive this complaint, as our records show that we were in regular communication with the client through our claim specialist, ****. Unfortunately, the communication stopped unexpectedly, and we were unaware of any issues with that communication until we received this complaint.
  After reviewing the situation, we presume that the client may have accidentally moved the email thread to their spam folder or archive, which could explain the lack of response on their part.
  We kindly invite ********* to reconnect with our claim specialist, ****, who is awaiting the client's response (Subject: ''URGENT Re: Formal Complaint Request for Refund & Reimbursement for Damages''). We are committed to continuing our efforts to resolve the matter, just as we were prior to the interruption in communication.
  We appreciate your attention to this matter and remain fully dedicated to working towards a satisfactory solution. We encourage the client to follow up with us at their earliest convenience.
  Sincerely,

  PoC Team

• Initial Complaint

  Date:12/26/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******** **********
  
  
  
   
  
  f $1,768 was inexcusable. I have reported this incident to the business and am awaiting their decision on how to proceed with this situation.

  Business Response

  Date: 12/30/2024

  Dear BBB Committee,
  We are writing in response to the complaint filed by our respected client. We would like to confirm that the issue raised by the client has been resolved internally to their satisfaction, and we believe that all concerns have been addressed.
  We kindly invite ***** ******** to confirm.
  Thank you for your attention to this matter.
  Sincerely,

  PoC Team

• Initial Complaint

  Date:10/02/2024

  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.

  We booked a move and storage with Piece of Cake (POC) this summer. They picked up our items to put into storage at the end of May, and dropped off our items from storage on 7/5. On 8/2, we began to notice clothes moths all over our apartment, with the strongest concentration (larva, eggs, adult moths) in our POC storage items. In addition to the fact that moths are common in a storage facility, the timeline tracks: the moths entered boxes in early ***** laid eggs + bred, and hatched / infested our apartment by mid July / early August. We notified POC and sent photos/videos, who via email on 8/6, said "we sincerely apologize for this issue and we will take responsibility".Moth treatment involved: an exterminator, dry cleaning / laundering every item of clothing + upholstered item, a deep clean, buying moth traps, cleaning supplies, and leaving our apartment for a day for the treatment. We had to throw out winter hats and ugg slippers that were infested beyond repair. In addition to the cost, this was incredibly time consuming and stressful to deal with.Our out of pocket (not considering any reimbursement for inconvenience) is $2452. Including our move cost ($1160.74) , which should be FULLY reimbursed, our cost comes to $*************** will only reimburse us $2000. In an effort to resolve this amicably, we initially offered a full resolution of this issue for the amount of $3000 (still less than our cost/out of pocket) and Piece of *************** declined. At this time we have no choice but to reach out to BBB and ask for our FULL cost ($3613) to be ************* addition to cost, the moths destroyed our new apartment, required 20+ hours of cleaning on our end, causing extreme stress. Piece of Cake failed to safely and securely store our items and employs false advertising that their storage facilities are safe. Now, after being presented with proof and accepting responsibility, they won't reimburse a loyal customer for an issue they caused.

  Business Response

  Date: 10/02/2024

  ,
  Thank you for reaching out to us regarding your concerns. We appreciate client's feedback and the opportunity to address the issue.
  After reviewing the timeline, we think that the complaint appears to have occurred prior to our recent communication with our respected client. We understand how important it is to resolve such matters promptly.
  In the meantime, we have identified a solution that we believe will effectively address your concerns. Our team is committed to ensuring your satisfaction, and we are here to support you every step of the way.
  
  Best regards,

  PoC Team

• Initial Complaint

  Date:09/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company withdrew over $1,000 from my account b on August 28th, which I confirmed with my bank as instructed by one of their agents. Despite this, they canceled my order, claiming they didnt receive the payment and insisting their technology is "very good." I offered to have my bank speak directly with them to resolve the issue, but they declined. As a result, I had to beg my landlord to leave my belongings in my old home until I can arrange another moving service. This situation is unfair, and being accused of dishonesty, with an agent suggesting I could have photoshopped the payment screenshot, was both rude and offensive. I need help resolving this.

  Business Response

  Date: 09/06/2024

  To the Better Business Bureau and to our Respected Client,

  
  Thank you for bringing your concerns to our attention. We deeply regret the difficulties you've experienced and appreciate the opportunity to address the issues raised.

  
  Upon reviewing our records, we have found no evidence of the payment you referenced being posted or received. In the absence of a posted payment or any indication of such, we could not proceed with the scheduled service. Unfortunately, this situation reflects our commitment to accurate and reliable transactions, akin to how an airline cannot reserve a seat without a confirmed payment.

  We acknowledge your frustration with the situation and want to clarify that the example of a photoshopped screenshot was merely one illustration of the limitations of screenshots in confirming payment status in today's digital environment. This was not intended to question your integrity but to explain why such proof is not a valid one.

  We made multiple attempts to offer resolutions and requested further details to investigate the issue more thoroughly. However, our efforts to communicate both in writing and over the phone were met with limited response, including a hung-up call and unreturned emails. Without ongoing communication, we were unable to provide a solution or further assistance.

  To date, we have not received any payment, and this statement will stand should you choose to dispute this matter with your financial institution. Our intention was always to assist and resolve the issue amicably, but effective communication from both parties is essential to facilitate such resolutions.
  We regret any inconvenience you have faced and remain open to further dialogue should you wish to provide additional information or explore potential solutions.
  Sincerely,

  PoC Team

• Initial Complaint

  Date:08/27/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  I have reviewed a response sent to me privately by the business in response to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. The business has reimbursed me for $4900 worth of damaged furniture and has agreed to refund me an additional $1,317 for monies paid to them in the month of August 2024.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  elves, was covered in a brown sticky substance, clearly something was leaking from above all over my furniture. The list goes on and on. One item was so badly covered in mold (an arm chair) that the movers just put it back on the truck and disposed of it. The men delivering my items were mortified and apologetic, however the customer success team has been unhelpful, only stating repeatedly that theyll get back to me in 96 hours. So for 96 hours I have a black mold covered sofa in my home where myself and my small child live. I am appalled and seeking legal counsel if I do not get a resolution in a timely manner. 96 hours is not sufficient where black mold is involved. This situation is disgusting especially because they dont allow you to visit to check on your items at all while your things are in their storage, so you are blindsided upon delivery. I want my couch, armchair and peloton replaced or I want a full refund of every dollar Ive given this company to care for my items.

• Initial Complaint

  Date:08/23/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************
  
  
  
   
  
  nnected and later attempts were unsuccessful. The next day, I received a call from PoC regarding the remaining balance, with no explanation provided for the price increase. When I inquired further, I was told that the quote provided to me was a "mistake" due to a mix-up between a local and long-distance move, resulting in a significant increase in my costs for mileage and fuel.At no point during our discussions or in the days leading up to the move was I informed of any potential price changes. The fact that this issue was only brought to my attention the night before my move left me with no choice but to proceed with PoC, as finding an alternative moving company on such short notice was impossible.I am seeking assistance in resolving this matter. I request that PoC honor the original invoice amount of $1,250, as this was the amount agreed upon when I paid my deposit and confirmed my booking. I am seeking a refund of the $602 difference that I was forced to pay due to the companys error.

  Business Response

  Date: 08/26/2024

  To our respected client and BBB committee,

  We thank you for bringing this to our attention. Weve reviewed your complaint and agree that an error on our part resulted in the incorrect charge. If you havent already been contacted, our team will reach out shortly to process the refund of the $602 difference.
  We apologize for the inconvenience this has caused and appreciate your feedback.
  Best regards from PoC Team