Business ProfileforNew City Moving & Storage

In 2021, the BBB initiated an investigation on the business after receiving an increase of complaints from consumers alleging the company is not meeting the obligations of the contract signed for the provision of services. Specifically, consumers allege that they are being charged significantly more than what they were initially quoted, items arrive at their destination late, and some items arrive damaged or do not show up at all. Further, consumers also allege experiencing problems with filing claims for missing and/or damaged items.

The BBB also determined a pattern existed where consumers claimed that their items arrived at their destination significantly later than they were verbally promised.  

Furthermore, consumers claimed customer service issues such as difficulties in contacting the company, and that the company did not respond to their inquiries promptly. Other periodic complaints allege the company never showed up for scheduled moves/pickups and held items hostage for additional fees.

Although the firm has responded to and addressed most customer complaints presented to it by the BBB, it has failed to respond to the BBB’s request to address the underlying issues and correct its practices to eliminate the pattern of complaints.

Additionally, in 2021, as part of the BBB's investigation, the BBB requested information from the company regarding its terms & conditions, licensing documents, use of subcontractors, company headquarters, physical locations, information on its owners, and its affiliation with other moving companies as it appears the firm has multiple BBB Business Profiles issued by different BBB offices.

The BBB also requested answers to the following from the company:

1. Is the company a moving broker or mover?

2. The vetting process for the movers it uses.

3. Information regarding if the movers who transport the shipments perform a physical survey of the household goods or not?

4. Its rates, payment schedules, and acceptable forms of payment.  

5. The process used for consumers to file a claim for lost or damaged items and procedures to settle disputes.

6. Information regarding the Premium Guaranteed Service and Standard Service it offers.

The company failed to respond to the BBB inquiry and did not submit the aforementioned information as requested.

The BBB also conducted a review of major search engines and found several review sites which confirmed similar conduct about the company in reviews filed on other review sites.

The BBB also requested information regarding the recent Customer Review activity on the BBBs website, including how it invites customers to post positive reviews and if incentives are offered. We further requested it provides the contracts for the consumers that submitted the recent Customer Reviews it received. The company failed to respond to the BBB request and did not provide the information.

The BBB encourages consumers to review the customer complaints and reviews provided in this BBB Business Profile. 

The BBB also suggests that consumers carefully read and understand all terms and conditions in any contract in detail before purchasing services, and recommends consumers review any contract in its entirety before signing. The BBB further encourages consumers to review the Tips for Moving provided in this review. For further assistance, complainants can also contact the Federal Motor Carrier Safety Administration at https://www.fmcsa.dot.gov/protect-your-move/file-a-complaint or 888-368-7238.