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: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.

  East West movers has completely violated my husband and I's trust and should not be a company specializing in long distance moves. We agreed upon a price verbally as well as what date our items would be dropped off. We were told no later than June 8. It is now June 25. The company does not answer the phone and when they do they claim they will "call me back with information on the trucks". They never call back. I am concerned my items are lost or potentially being sold off. Our initial agreement of 3500 dollars has quickly spiked to almost 6000. We also signed for delivery to be brought by a 24 foot box truck and got word that we would be charged an additional "1100 dollars if a semi truck cannot fit into our new apartment complex." Their contracts are sneaky and state "estimates" of dates, but we signed for a ****** mile move that would take 2-14 business days. it is past this set date, but again all things are estimates per their contracts. It is completely my fault for believing someone's words, but I want to help reduce the possibility of someone else being scammed and taken advantage of by this company. I am not sure what legal rights I hold due to the use of the word "estimates" throughout our contract, but I am very worried about what my next steps should be.

  Business Response

  Date: 07/10/2025

  Hello, this is complaint for different business. I spoke to ****** a few weeks ago and it was clear that complaint posted to different business. ****** supposed to contact East West Movers from ** to resolve her issues with them-since they are the company who handled her move. Thank you

• Initial Complaint

  Date:02/06/2024

  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.

  I hired Brightside Moving Group to help me move from ************, ** to *******, **. They outsourced and hired East West Moving Group in order to do this. On 1/31/24 two men came and packed up all my things, and verbally told me it would take **** business days. On 2/5/24, I asked for an update from Brightside Moving Group on the *** of my belongings and they told me 2/7/24. The day is now 2/6/24, the day before the expected arrival of my belongings, and I received a call from the driver of East West Moving Group, ******, who informed me that he would not be able to deliver my things and that it would be an additional $648 to obtain a shuttle in order to get my things to me. I have already spent all my money in hiring Brightside Moving as well as East West Moving, and with a single days notice of the need of a shuttle, I feel as if I have been scammed and that they are refusing to find an alternative route in order to get to me. They are making everything seem as if it's my fault that they did not properly plan a route to safely deliver everything in the manner in which they assured me. I deeply regret trusting these people with my whole life in their hands, as they are now holding everything hostage in ******, refusing to aid with my financial burden in any type of way. All I want is for my belongings to be delivered to me, it's unethical that this is happening the day before they were supposed to arrive with all of my things. This moving group should not be in business and they should not be trusted with cross-country moves, as it's evident that they are unprepared and unphased by their lack of research.

  Business Response

  Date: 02/06/2024

  Hello ******, thank you for bringing this to our attention. According to signed paperwork on move day and estimate that you signed on booking date shuttle services as all post contract services are charged separately.

  Since youre moving to rural area in ** where roads and mountains are covered with snow federal regulations doesnt permit semi trailers this direction. We truly sorry for this inconvenience but  these are the rules that we have to follow.

   

  What are situations in which a shuttle would be used? 
  Movers need to use shuttles in any situation where the tractor trailer cannot access the home.  Most shuttles are needed for urban residences due to the narrow streets, lack of parking, and limited space to maneuver in cities.  Some neighborhoods and apartment complexes do not allow tractor trailers on the premises.  However, sometimes shuttles are also needed in even the most rural areas due to unpaved driveways with wet or loose ground, access that is too steep or includes a tight ******** clearance problems due to tree branches or power lines.
  Why are there extra costs associated with shuttles?  If I dont use it, do I get charged?
  Yes, using a shuttle adds additional costs to the price of the move, the cost is based on a per hundred rate and dependent on the size (weight) of your move.  Shuttles cost money because its almost like adding a local move on top of your interstate move, renting the truck and the additional time and labor to transfer everything from the small truck to the tractor trailer can all be costly.  For this reason, drivers like to avoid using shuttles unless they are absolutely necessary, shuttles are not profitable for drivers, and the extra time slows down their trip.  It is ultimately up to a driver whether or not a shuttle will be used.  Even if your moving consultant includes a shuttle charge on your estimate, you will only be charged if the shuttle actually occurs.
  Why doesnt the driver use a smaller truck for the move instead?
  In order to make interstate moving cost effective for both customers and moving companies, an interstate driver and moving truck almost always has multiple customers shipments on his truck at the same time.  If the driver used a smaller truck, he could only bring one customers shipment from ************* to *******.  With a large tractor trailer, he can also services several other customers along that route, making moving much more inexpensive for everyone.

• Initial Complaint

  Date:12/11/2023

  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 Interstate Movers for a move in November from VT to **. The pickup was excellent. The drop-off was outsourced to East ************ **** who then hired another third-party agent for the delivery. The delivery was two days late, as the driver had "truck issues" and no replacement vehicle was sent. When they arrived 2 days late, they came at 8:30pm EST. I had to contact someone who works here to unlock the loading dock, I had on reserve for the previous 2 full days. Two men arrived, neither spoke nor read any English and they were using the ****** translate app to communicate with me. They were putting fragile glass paintings on the bottom of 5 stacked boxes because they cannot read English. Numerous amount of my items are damaged that I am not even seeking compensation for, as they process with **** and East West is so challenging. At this time, it took me a month to communicate with them to have them bring me vital pieces so I could hire someone to assemble my bed (which should have been a part of the move's cost). I am also missing a brand new vacuum still in its box. I have provided **** with the receipt and link to the vacuum as he requested for compensation. Now his tune has changed, he has shipped me random parts to a vacuum THAT ARE NOT MINE. He is now stating that he never said he would buy me a new vacuum or reimburse me for the whole thing. I am done dealing with this company. Email thread below. I am owed the compensation for a new vaccuum.

  Business Response

  Date: 12/14/2023

  Hi *****, thank you for bringing this to our attention. Refund will be issued to you as we agreed and as **** was promised he is doing his best. Just let us know how you can accept it.

• Initial Complaint

  Date:10/25/2023

  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.

  I hired Amerisafe Mover ************ ** to move my household items from *********** ** to ****** **.. I have paid them a total of $2546.33 and a balance is due of $1188.33 upon delivery before anything will be taken off truck.. This final payment is being requested to be cash or MO. ********* apparently subcontracted my move out to East West moving in Brooklyn **. I was told upon pickup 10/15/23 that they had one more pick up that day and to expect my belongings around 10/18 or 10/19. Bill of lading states 10/18. I am being told that my belongings are sitting in ** on a truck and I will not even have a n updated status on my delivery until possibly end of month. When I try to contact East West I do not get answers . I did not contract with. Now I am being told that I will have an additional payment as they cannot come with a tractor trailer truck where I live and they will be charging for transferring my items to a smaller truck.. I was told that the truck would be a large box truck.. Now they have changed that and will be charging me an additional fee per cubic foot..my original price for the move of about $3000 is now doubled.. They are holding my things hostage without my permission and just adding up charges.. As of today they are stating my delivery has not update and may not arrive until Dec sometime..

  Business Response

  Date: 10/25/2023

  Hello, with any questions please contact us by the number on the bill of lading. Guaranteed deliveries is not included on your estimate and all consolidated deliveries are subject to 30 business days delivery window from your first available delivery date.

• Initial Complaint

  Date:06/01/2023

  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.

  On the weekend of 15 August 2022, **************** delivered our boxes and furniture from ***********, **. After going through the boxes and furniture list, several boxes were crushed(even though they were labeled fragile) and a folding table was missing. We filed a claim with "Moving Claims". They responded with an amount of $75. This is unacceptable. Our claim was for $575 to replace our things. East West moving was responsible for our boxes and furniture which we gave to them in good faith. We would like to have enough money to replace them. Attached are some photos of the boxes.The items that were broken/missing are:1 Cocktail glass--$10 1 Lead ********************************* Glass --$25 3 Wine Glasses --$30 1 Antique glass jar--$50 1 ****************** Dish--$50 1 Commemorative glass direct from ******, *******--$50 1 Commemorative shot glass--$10 1 Folding table--$50 Missing box4 coats and 3 jackets--$300 The settlement issued in Dec of 2022 was a different issue and it was from Entrusted *** Lines.

  Business Response

  Date: 12/03/2023

  Hello, Im truly sorry for the situation that happened. We did everything according to law and regulations.
  
  
  1)We provided **** with instructions on how to submit **************.
  2)Respose to claim was sent to **** promptly within a reasonable time and according to applicable law and regulations.
  3)All interstate movers provide to customers with free basic moving valuation $0.60 per LB per article and **** chose that option as indicated on signed estimate and bill of lading.
  4)Based on valuation that was chosen by customer on bill of lading and estimate claim company offered appropriate refund and official letter was sent to customer as shown on dated paperwork.
  
  

  Customer Answer

  Date: 12/12/2023

  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:

  This has been going on for over a year. This is unacceptable.

  We arrived in ********* on Aug 11 th, 2022 .  On Aug 12 th, 2022 ,we closed on our townhouse and called Entrusted to schedule the delivery. We expected the delivery on Saturday, Aug 13 th, 2022  but were told that the movers(****************) had a window of 5 to 30 days and that we would not get our things for at least a week.  However, if we paid an additional $2,725 my son and his wife could get there things delivered on Sunday, Aug 14.  Since they had no clothes or a bed to sleep in we paid the extra money by money order as we were directed.  Is this legal when the movers hold your furniture "hostage'? On top of that, instead of paying another $770, we had to get additional money orders totaling $2725.45.  We paid the additional monies, and most of the household items were delivered on Sunday, 14 Aug 2022.
  After going through the delivery, we found items that were missing and broken.  We submitted an itemized list and cost which totaled $575 We were offered $75 by ****************. That is unfair. 
  At this point, we would like to recover the $1955.45 extortion money that we had to pay extra to get our furniture delivered on time as well as the $575 for damaged and missing items-- $2,530.45.

   

   

   

   

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

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

  Business Response

  Date: 04/04/2024

  This is not website, this is professional services who specialize in moving claims. You would need to submit claim online or call them by phone number provided previously.

  Customer Answer

  Date: 04/11/2024

  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 have finally filed a claim and am currently waiting on a response.

   

   

   

   

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

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

• Initial Complaint

  Date:01/09/2023

  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.

  East West Moving **** was contracted by New Leaf Moving company to unassemble my furniture, pick up and deliver my belongings in ***, which they did on 08/11/2022. They were scheduled to carry my belongings to my apartment (10th floor) in *******, *******, and assemble all that they had unassembled in ***. On 08/27/2022, they sent one driver to my address, who without notice, decided to drop my belongings on the ground floor irresponsibly and leave without letting me know. On a Sunday evening, I had to pay empathetic neighbors who took pity on me and helped me carry my belongings to my apartment. I pressed the East West Moving **** company to pay me back for this extra expense. They first declined and then reluctantly paid it. However, all pieces of furniture including, large glass shelves (large, wall-mounted bookcase), a queen-size bed, expandable glass kitchen table, TV, TV stand with several glass and wooden shelves, coat hangers, etc. needed to be assembled. I had just moved to ******* and knew nobody who could help me. Finally, a colleague invited the ********* that works for the Mexican Consulate in ******* to help me on a weekend. He came with his son and they put together all the pieces of furniture for hours. I had to pay them $500 for their service.The East West Moving **** company refused to pay me for this extra expense, although the contract clearly included reassembling of furniture that they had unassembled in my apartment in ***. ****************** - The New Leaf Moving - asked them to pay me back, but they never agreed to it.On top of everything, they lost boxes with my belongings (8 winter coats and jackets) and destroyed expensive belongings resulting in a large dollar value. I filed a claim about them AND about the re-assembling fee of $500. The Help Desk/Moving Claim (hired by the East West Moving **** company) came back with a settlement of $95 dollars (NOTE: The fine print which they had made me sign before unloading my belongings confirmed 60 cents per pound). I disputed such result and claimed the $500 re-assembling fee. They responded that they would get back to me in ***** days. After 60 days, I contacted the Help Desk/Moving ************* and they said that they had now decided to get back to me in 120 days! I have been mentally traumatized by this experience for months now, and cannot let this abuse go on!I find the actions of such company shockingly non-professional and shamelessly irresponsible. That is why I decided to file a complaint against East West Moving **** company with BBB. They owe me AT LEAST the refund of the $500 fee.

  Customer Answer

  Date: 02/02/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by East West Moving, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

  Business Response

  Date: 12/03/2023

  
  Hello, please see attached below screenshots from our bank accounts that $600 transaction was made to *******. $300 each transaction and its 2 of them that sent on deffernt days. 

  Customer Answer

  Date: 12/09/2023

  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:

  As I clarify in my previously submitted documentation, the carrier paid back the first 300 dollars for the additional $300 charge to me by their driver/****** in *******.
  

  As the driver/****** failed to carry my belongings to my apartment, I had to pay another $300 to someone in my apartment block who took pity on me and carried my belongings to the 10th floor where I live. I asked the carrier to cover this expense. They first declined and then wired the second $300.
  

  However, I had to find a ********* who worked for hours to assemble my furniture pieces - a job the carrier was contracted to do, as well. I paid the ********* and his son who worked with ******* dollars for their work in my apartment. To this day, the carrier has refused to reimburse me for that expense. 

   

   

   

   

   

   

   

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

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

  Business Response

  Date: 12/17/2023

  Hello, according to signed post contract services customer failed to paid for long carrying  items in the distance greater than 75 ft and failed to pay for the stairs. Even though all these issues happened we took a customer side and reimbursed twice more what should be paid in such situations. Screenshots of Zelle payment are  attached in the initial response as a confirmation that refund was accepted.