ComplaintsforMoving Ahead Services

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During the recent move of our belongings from P********* ** *********** I was shocked to find several items during the unloading of the truck on August 14th 2023, including a ******* 65-inch cracked TV that no longer functions, a damaged fine dining table with broken sharp edges that were unsafe, 5 chairs with multiple punched holes, a discolored couch that cannot be cleaned despite professional vacuum cleaning since it has dirt watermarks on a fabric couch and a broken robot vacuum. I am very disappointed with the level of care that was taken with my belongings during the move. I had specifically requested that my belongings be handled carefully, as many were fragile and expensive. The following are the items with their replacement cost: Cost of Perlora Table and Chair set replacement: $5843. I have confirmed, as in the email forwarded, that this cannot be repaired but can only be replaced. (7150) Robot Vacuum- Wi-Fi Connected, Smart Mapping, Works with *****, Ideal for Pet Hair, Works with Clean Base: $427 The cost of the Samsung TV 65 inch: $1399 Cost of Crate and Barrel Couch: $2100 We were redirected to an insurance company who never reimbursed anything for the past 4 months.

  

  Business response

  01/04/2024

  ****** ********

  We sincerely apologize for the level of care that was given during this transitional period and understand the frustrations.  Currently we are reviewing your claim, documentations, and photos with CSI and should have an answer for you in the next few days.

  Again, we are extremely apologetic and saddened by the services you experienced with our company.

   

  **** ******

  Operations Manager

  Moving Ahead Services

  Customer response

  01/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** ******
  
  
  
  
   

  Customer response

  01/05/2024

  Even though the response to our BBB complaint stated that it would take a couple of days to settle, I immediately got an email saying "We are required to notify you in writing that we require an extension of 30 days for disputes or 60 days for claims from 01/05/2024. " 

  Our move and complaint filing was in August 2023, an in person inspection was already completed following the complaint of all the items. There is no further process left. We were 3rd in line on the 19th of December 2023 for the process to be completed. We were told keep broken things in our house and not replace them until this claim is completed for about 3-4 weeks from the time of in-person inspection (done in October), we are still holding onto it since this claim has not been processed yet. We live in a small home and we cannot hold onto all these items forever.

  Moving ahead services needs to take full responsibility for this instead of having CSI send extension emails with no legitimate reasons for 60 days every couple of months.

  

  Business response

  01/12/2024

  Hello,

  Our team has reached an agreement with the customer.
  
  I'm not sure why it's been rejected. 
  
  Thank you,

   

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My attached claim basically explains my problem. After submitting this claim to Moving Ahead I called the Willoughby office and asked about the status, but the employee told me "I can't determine what's going on with your claim." When I asked whom I could speak with she transferred me to a number with voice mail; I left a message yet no response. I did go to the company's website to determine if I should file a claim there, yet there was no option to do so. To the best of my knowledge, this matter requires a written claim. As stated in my claim, I believe the company overcharged me for storage fees, I want a reconciliation of my account and a refund. Also my name is now ******* ***** ***** as my marriage status has changed.

  

  Business response

  12/14/2023

  Hello,

  
  We have worked directly with the customer, and have come to a resolution agreement.

  
  Thank you, 

  Customer response

  12/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******* *****
  
  
  

• Initial Complaint

  08/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Move was on 1 July broke several antique plates and antique candelabras. They actually were throwing boxes around. Called several times, asked to put in insurance claim very long and arduous process after 3 Rd attempt a representative from insurance company stated we had to give up several our rights could only be sued in Dade county Florida, could find no other remedy, I am a Air force veteran with a disability from back injuries I had to go back to house and get the rest of our boxes, I missed work for 2;weeks.

  

  Business response

  08/23/2023

  Hello, we have provided detailed instructions on how to process your claim.

  We will need this information in order to properly review all claims.

  If you need help submitting your claim, you can reach out to our office directly.
  
  Thank you, 

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My initial conversation was with *******, who was nice but also stated that the cost would be $220 for the first two hours over he phone and billed in 15 minutes after. My estimated move time was at 4 hours and I was quoted a $460 total move estimate based on 4 hours. Pro: the movers arrived on time and were nice and well dressed. Cons: too much time on personal phone calls, too much lacking around inside the truck, wrapping/taping uneccessary items.. it was duck tape overkill . My biggest issue was the personal phone calls which I had to address more than twice. that took time away from them moving efficiently and cost me more money as a result. I kept having to keep a look out to make sure they were in motion and not messing around. which created more stress for me. I even assisted them with loading, pushing and unload boxes to help save time and effort and keep what turned out to be a 5 hour move into a 8 hour move. in the end, my bill came too $1050, not including the $50 deposit. I definitely feel misled in the initial agreement over the phone. although the movers were kind and did have to go up and down stairs, the personal business and joking around too much raised serious concerns and did not help my wallet. talking on the phone with one hand and carrying ONE small fan to the truck is not acceptable and this team could of definitely been more proficient with the work. I'm not angry, but not a satisfied customer for sure.

  

  Business response

  08/10/2023

  ******, 
  
  I apologize if there was some confusion with the pricing on your move. Both the estimate provided before booking your move as well as the confirmation once booked reflects the same pricing. Which is 2 movers at $220/hr, estimated to take 2-4 hours. After the 2-hour minimum, your time is prorated into 15-minute increments. It also mentions that this is a nonbinding estimate and actual time could take longer than estimated due to insufficient inventory, greater walking distances, elevators, traffic, and other unforeseen circumstances. Your move took 5 hours. 
  
  Furthermore, I apologize if the crew seemed to be on their phones more than necessary. It was likely our dispatch department discussing the details of your move as this is part of our protocol. The crew provided are two of our senior movers and we rarely if ever have complaints involving them or the moves they are on. However, We will be having a conversation with both of them to assure this doesn't occur again. 
  
  I have attached a copy of your move confirmation reflecting the pricing of your move. 

• Initial Complaint

  06/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Complaints -Apartment move (3rd time we used you) was a disaster -Labeled boxes were almost all put in one room -Throwing boxes to each other -Goofing off -They left the apartment without telling us then when we arrived at the condo they weren’t there yet -Still tons of stuff at the apartment some of which we can’t lift -Ignored our direction -2 boxes fell on the ground on the first move -They broke my dresser -Left plastic wrap and tape -someone laid my glass lamp on its side in the closet The art room is even more a disaster. The list of mover screw ups: furniture blocking clothing bags, Dressers facing walls, blocked by other furniture. Furniture not re-assembled, some dressers Falling apart where they sit. The boxes were labeled, we told them several times where to go. They still put just about every box, towered unsafely nearly to the ceiling, where we cannot reach, tilting box towers on TOP of office wheel chairs, boxes not in the right rooms by only mistake of maybe being illiterate. Didn't ask us where we wanted things. Boxes have fallen into the far back of the room they stacked Didn't take everything they said they would, didn't take things to trash we asked them to. They were very kind and efficient, but what's efficiency if it's not done correctly?

  

  Business response

  06/30/2023

  Hello,

  We have worked directly with the customer, and have come to a resolution.

  Thank you, 

  Customer response

  06/30/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ********* ****
  
  
  

• Initial Complaint

  09/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We engaged Moving Ahead Services for packing services and move services from the Cincinnati metro area to Washington DC metro area, which was completed August 14. The move included a small TV. We discovered that they had piled the TV into a crib with various other heavy items. Upon turning on the TV, we discovered the screen was cracked and it was no longer functional. It also was not properly packed/wrapped. We called the moving service immediately upon this discovery on August 14th, the same day. We also filed a claim. The TV is approximately $200. We have called and emailed multiple times but have not received a response.

  

  Business response

  09/26/2022

  Hello,

  We are so sorry about your experience. We sent a damage claim form to you on 8/15/2022. This included information on how to submit your claim. 

  You can follow the link here: https://csipros.org/

  However, I'm willing to settle with you, and avoid the extra forms. If you'd like, I can send you a resolution agreement to sign, and we can get you a check issued for $200.

  Please let me know how you'd like to proceed.
  
  Thank you, 
  

  Customer response

  09/26/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. I would like to proceed with the resolution form signature.
  
  Regards,
  
  *** *****
  
  
  

• Initial Complaint

  08/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Moving Ahead Services (MAS) is a DISGRACEFUL operation. Unfortunately, we were deceived by MAS’ online sales claims and hired them in Sept 2021. We paid them almost $10000 for storage and moving us 100 miles in Western Pennsylvania. Although we have moved 5 times over the past 25 years there was never an issue with previous moving companies. MAS lost 1/3 of our items including TWENTY-SIX boxes with personal statements and other irreplaceable items, such as rare books and collectibles from various countries. They also broke several items, including a cedar porch swing, handmade bench, antique cabinet (lost key and broken glass), and leg on antique tea cart. I also experienced identify theft during this time, which was likely attributable to the loss of documents. They make false promises and deliver items that belong to other people, which demonstrates that other clients are also losing items. Do not believe that the so-called "insurance" will provide coverage either - you pay a lot for nothing. After providing documentation and photos we were offered an insulting $100 settlement on a $5000 claim. Moreover, we did not hear anything from this third-party insurance "team flamingo" for 5 months as they “reviewed” our claim. Online postings reveal this is a scam insurance operation located in Florida that plays defense for disreputable moving operations. MAS also did not assemble some furniture that was delivered. Employees promised multiple times to return with new hardware to assemble our bed. They lost hardware for storage racks, tables, and other furniture. We phoned the local operation in Pittsburgh as well as MAS dispatch in Cleveland multiple times over several months with our concerns and were repeatedly told somebody would be out to resolve the issues. NOBODY ever showed and we still have partially assembled furniture 5 months later. MAS is shameful, dishonest, incompetent, and doesn't care about your belongings, or respond to your concerns.

  

  Business response

  08/23/2022

  ******

  Reviewing your account shows that we have already come to an agreed-upon resolution. 
  
  During this resolution, you agreed not to leave disparaging remarks. Therefore, you are in breach of the contract.
  
  I have attached the signed release and a document outlining how your resolution amount was determined.
  
  We would ask that you remove your negative feedback based on our agreement. 

  If you'd like to discuss the resolution again, please give our office a call at ***** *********

  Thank you,
  ***** ******* ***** ********

  

  Business response

  10/06/2022

  The check was re-issued and sent via certified mail.

  Customer response

  10/07/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  The consumer has notified the BBB that they have received the check. The consumer is not happy with the business and feels that they had no other option but to agree to this settlement which is far below the cost of damages and lost items by the business. 

  
  Regards,
  ***** *******
  
  

  
  

• Initial Complaint

  08/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Wednesday, July 27, Moving Ahead Services showed up two hours late (without notice) to pack up my apartment. They had no idea anything about my move, saying they were told that they were moving my belongings to storage but also told my belongings were not leaving the truck. They also said they had another job right after mine. The packing was reckless. For example, I had organized my jewelry, electronics, etc. in separate bins. Moving Ahead Services just dumped the bins out into a larger box, even though there were fragile (and some small) items in there. Then the person packing up my fragile glasses in the kitchen said he was going to “race” the other packer for who gets done first. Not what you want to hear for people you are trusting to pack your belongings up safely. I discussed with Moving Ahead Services the dimensions of the roads, loading dock, and freight elevator of the apartment I was moving to. I was assured that day that the movers would be on time the next day. But they were late. And again reckless with my belongings. I witnessed one mover try to push two dollies up the truck ramp at one time, stacked four boxes high each. Of course, all four of the boxes on one of the follies crashed off. The truck was also extraordinarily big for a one bedroom move. I gave the movers a printed out copy of directions and dimensions for my new apartment.On Saturday, July 30, I was bombarded with calls because the driver said his truck didn’t fit the dimensions. So making an already stressful day more stressful because of lack of preparation. I’m told that the mover will not unpack my belongings (even though they were contracted to). Then I find out that a lot of my belongings did not make it to my new apartment- one of the items being a bright orange, under-the-desk elliptical (so both obvious and heavy). My bed that the mover put together was missing screws and pieces. I had to buy new parts for my bed and still don’t have my stuff. It’s been over a wk.

  Customer response

  08/17/2022

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  The consumer wants to correct the dates of the move she originally listed. The move started on Wednesday August 3rd and Saturday August 6th was when the she received the calls about the issues with the truck. 

  

  Business response

  08/23/2022

  Angelina,

  We are so sorry to hear about your experience! I have checked in with our coordinators on this matter, and they have assured me that they are working with you to resolve the issues.

  If you have questions, please reach out to our office at ***** ********* 

  Thank you, 
  ***** *******

• Initial Complaint

  01/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company was hired to move a very large gun safe. They came with the wrong equipment to complete the move. The safe is 820lbs. and only a hand truck and a few straps were used to move the safe. I told the crew leader twice that it wasn't going to work. The team tried to reassure me. The safe was moved to the door jam of the rear door where they tried to ram it several times over the door jam, thus damaging the door jam and frame. The crew leader said:" These wheels suck." as they were having no luck. Every time they shoved it forward and back they were damaging the safe more and more. Damage to the safe is on the door, hinges and body of the safe on 3 sides. After several failed attempts they got lucky and got the safe over the door jam, however the next obstacle was the back deck. This was damaged next. They did complete the move, but they did not level the safe when it reached it's destination. Everyone knows this is extremely dangerous, especially when you have a little one around. When I told them that I wasn't going to pay them directly and I was going to take it up with their company, I was told to have a nice f$%*ing day. I have a 2 year old. He does not need to hear that kind of language from these so called "professionals." I have pictures and estimates for all repairs totaling $2818.47 I told this company that I have no problem paying them in full when all of the damages are rectified.

  

  Business response

  02/01/2022

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

  You have not paid us for the work completed. You slammed the door in the face of our movers when they requested payment for service.

  I have attached your signed contract with your coverage option selected.

  We've offered you a reduced bill, and you still refuse to make payment.

  You have received your bill from us in certified mail. Once paid, we will work with you on your damage claim.

  Thank you, 

   

   

   

  Customer response

  02/01/2022

  This company has taken the liberty to remove my google review I made about them. They offer a “reduced bill” and “working with me to start the claim.” None of which will come close to anything I need to make the repairs necessary for the damage they caused. As far as the “signed” document goes, my signature is not on there. I have estimates for everything to be fixed. Once everything is fixed then I will pay them in full, just like I’ve stated many times before which I have copies of as well. They need to come up with a number that can be agreed upon. The move was absolutely unsafe. They did not complete the move to satisfactory. In fact, it’s a safety hazard. They did not level the safe when they “completed the move.” I have a small child. That safe can easily fall down on top of him and crush him. I’m working on getting an estimate for someone to come out and level the safe now too. 

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  09/23/2021 Moving Ahead service provided moving services as requests by me for an move from an apartment to a townhome. A mover carelessly dropped a piece of furniture on the stairs hitting a wall and causing damage to the drywall. Two other employees where present and are very aware this was caused by them. They made little effort to try to fix the wall. I had to arrange repair and pay myself as I as due for an inspection in the apartment in 3 days. Per movibg ahead services request I filed a claim. After 3 months of wait and after a dispute filed they have denied the claim explaining that I signed papers that said that “the furniture arrived without damage and that the service was provided as requested”. Which is true, but that does leave room to cover damage done by their employees to other than furniture and from the departing address. Moving ahead services says that I have “no way to prove that their employees caused the damage” and are debuting the dispute as well. Basically they explain their employees can wreck the place I am moving from and they are not responsible for that since my furniture isn’t damage and the moving service was provided.

  

  Business response

  12/30/2021

  Hello, a signed resolution is attached to this complaint. We've agreed to reimburse ******* **** $350.00 and her credit card was refunded on 12/22.

  Thank you, 

  

  Business response

  12/30/2021

  Hello, a signed resolution is attached to this complaint. We've agreed to reimburse ******* **** $350.00 and her credit card was refunded on 12/22.

  Thank you, 

  

  Business response

  12/30/2021

  Hello, a signed resolution is attached to this complaint. We've agreed to reimburse ******* **** $350.00 and her credit card was refunded on 12/22.

  Thank you, 

  Customer response

  12/30/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******* ****
  
  
  

  Customer response

  12/30/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******* ****
  
  
  

  Customer response

  12/30/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******* ****
  
  
  

*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. ↩