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:10/16/2025

  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.

  My experience with this moving company was extremely disappointing due to their negligence, lack of training, and unprofessional conduct. I hired them for a large residential move involving high-value furniture. I paid them over $17,000 to move and store my furniture. They were recommended by another moving company that was unavailable on my required dates.On September 19, 2025, the crew that arrived appeared inexperienced and unmotivated. Several made inappropriate comments about our belongings, such as you have a lot of nice stuff and a lot of boxes with electronics, which made my family and me uncomfortable.During the move-in, the workers unwrapped all upholstered furniture (sofas and dining chairs) inside the truck and carried them into the house with visibly dirty hands, leaving grease marks that required professional cleaning.Worse, one mover unclamped a 400-lb marble table against instructions from the lead driver. The table rolled off the truck, landed on the mover, and broke into three pieces. This led to a loud argument and profanity between crew members in front of my new neighbors. Additionally, several items were dragged across gravel and concrete, causing scratches and damage to furniture finishes, walls, and doorways. The marble table top cost $2,200 to replace.I contacted the owner immediately. While he initially promised to investigate, communication quickly stalled. I was referred to another staff member who ultimately denied the claim, stating the damage was not covered because items were not professionally packagedeven though their crew was responsible for all packing. They have since offered only minimal compensation ($250.00 for the repairs), insisting on repairs rather than acknowledging their negligence.The damages sustained during my move were not the result of normal transport risk they were caused by the negligent handling by the crew.

  

  Business Response

  Date: 10/17/2025

  We regret that Mr. ********* is dissatisfied with his moving experience and understand his frustration regarding the damages.
  

  From the beginning, we have acknowledged that damages occurred during his delivery and immediately opened a claim. We arranged for a professional marble and stone company to review the photos and information provided directly by Mr. ********** Based on those materials, the expert confirmed that the piece could be repaired and restored. Consistent with industry standards, our obligation is to pursue repair when it is a viable option, with replacement only considered if an item cannot be repaired. The same photos submitted to the Better Business Bureau are the photos we used to obtain that professional repair estimate.
  

  We offered to fully cover the cost of this professional repair at no expense to Mr. ********** When he declined repair, we nonetheless reimbursed him the equivalent amount of the repair estimate. This was done in good faith to resolve the matter, even though he refused the offered remedy.
  

  In the spirit of resolving this matter, and to demonstrate our continued commitment to fairness, we are willing to increase our settlement to $1,100 as full and final resolution of this claim in its entirety. If this resolution is acceptable, Mr. ********* would simply return the initial reimbursement check previously issued, and we will immediately provide a replacement check in the adjusted amount. Acceptance of this payment would close the matter in full.
  

  We want to emphasize that our goal has always been to help resolve these issues fairly. We acknowledged the damage, obtained professional repair estimates based on the customers own submitted photos, offered to cover those repairs directly, provided reimbursement when repair was refused, and are now extending this final settlement option to bring closure.
  

  Finally, we thank the Better Business Bureau for their involvement in this matter. We are aware of the situation and hopeful that, with the BBBs assistance, we can reach a fair resolution, as prior direct discussions with the customer have not been successful.

  
  

• Initial Complaint

  Date:09/15/2025

  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.

  June 26, 2025, July 1, 2025 This move was a nightmare. It began with the drive not showing up on time because they went down a one-way dead end street and needed a police ****** to get out. The second truck they sent had a dead battery. The third truck was too small and required two trips to load and offload onto another truck. The team was in such a hurry (because they were running behind by 5 hours), that they left inventory in the basement. This inventory was later picked up, only to be lost in the warehouse. I was told that they had the inventory and would send it on the next truck headed to ********. This story later changed after my numerous calls and a two-month delay to an excuse that they could no longer find the inventory. I sent photos of the boxes and called repeatedly only to find that they had lost my possessions, including family photo albums and my clothes. The delivery of my other possessions on July 1st was equally a nightmare. They damaged and broke the glass on the entertainment unit, broke two crystal bowls (family heirlooms that they packed), dropped an amroire out of the truck and severely damaged it, and slashed a recliner cushion. There was other damage as well that I have declared. In short, most items that they handled are mared or somehow damaged. I still await compensation through their insurance claims, but expect to get only a fraction what the items were worth. The armoire requires replacement as does the glass in the entertainment unit. I am wondering if I will ever see the rest of by belongs. How this company has an A+ rating is beyond me, the most recent complaints show an atmosphere of mismanagement and neglect. Neglect of the belongings that they are entrusted to move. Moving should not cause one to have PTSD and require hours on the phone just to recover your possessions. I get a run around along with unreturned emails and lies about the status or whereabouts of my belongings. This is unacceptable at every level.

  

  Business Response

  Date: 09/16/2025

  In reply to the consumers complaint. The claim was received on 8/19/25 and as part of our standard process, we allow up to thirty (30) days to conduct tracing efforts for any reported alleged missing items. While we were unable to locate the items during this period, the claim has been carefully reviewed.

  Based on the consumers elected coverage and the documentation provided, a settlement will now be issued in accordance with the policy. We appreciate the consumers patience throughout this process and remain committed to handling the consumers claim fairly and promptly.
  We thank you for allowing us the opportunity to address this complaint.

  Customer Answer

  Date: 09/17/2025

  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 Answer

  Date: 09/24/2025

  While I received a check for my claim. Much to my surprise was the inclusion of the additional items that were lost. At this point I am left only to assume that *** **** Moving has discontinued all efforts to locate my lost items.  *** ****** response misses the point.  How can it be that they first, leave behind items and second, can lose so many items once they pick them up.  Why were these items not isolated to a location in their warehouse and appropriately marked until they could be delivered? Having these boxes and chairs merely vanish is beyond my comprehension.  Also beyond my comprehension is the pitiful amount of the check.  When losing someone's clothing (many pieces of which were very dear to my mother), family scrapbooks that date back to my grandmother, and a pizzelle iron that contained my grandmother's recipe, this compensation is an insult along with their lack of due diligence to locate the items and return them to my family. Are we to expect that they have just washed your hands of this issue with their inadequate attempt to buy out my mother and me rather than making every effort to make us whole by delivering our property? I would very much appreciate an answer to this question and a conversation with the owner about this whole debacle.  What happened to their so-called effort for a detailed trace of the lost items?
  
  Adding insult to injury, the claim code used was number 3--"as required on the certificate, notations of damages are to be made by you at the time of delivery to substantiate. No notations were made; therefore, your file contains no evidence of carrier mishandling." This is a blatant lie.  *** ****** own carrier/moving staff took photos of the very goods that they damaged and electronically sent them to their office. I wasn't informed by *** ****** carrier that there was any further notation on the forms that I signed that I needed to make as part of my claim. Only two items were discovered after delivery, the TV and another crystal vase.  While I was charged for shrink wrapping and protective wrapping of my mother's furnishing, none of that was done to protect her belongings, thus the pervasive damage to her belongings.  
  
  I want to know if *** **** is still trying to locate the lost items or have they washed their hands of the issue with the issuance of this ***** check? As they no doubt have surmised by now, I am not accepting payment through their insurance claim as a resolution to this issue.

  Customer Answer

  Date: 09/24/2025

  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.
  
  

  While I received a check for my claim. Much to my surprise was the inclusion of the additional items that were lost. At this point I am left only to assume that *** **** Moving has discontinued all efforts to locate my lost items.  *** ****** response misses the point.  How can it be that they first, leave behind items and second, can lose so many items once they pick them up.  Why were these items not isolated to a location in their warehouse and appropriately marked until they could be delivered? Having these boxes and chairs merely vanish is beyond my comprehension.  Also beyond my comprehension is the pitiful amount of the check.  When losing someone's clothing (many pieces of which were very dear to my mother), family scrapbooks that date back to my grandmother, and a pizzelle iron that contained my grandmother's recipe, this compensation is an insult along with their lack of due diligence to locate the items and return them to my family. Are we to expect that they have just washed your hands of this issue with their inadequate attempt to buy out my mother and me rather than making every effort to make us whole by delivering our property? I would very much appreciate an answer to this question and a conversation with the owner about this whole debacle.  What happened to their so-called effort for a detailed trace of the lost items?

  
  Adding insult to injury, the claim code used was number 3--"as required on the certificate, notations of damages are to be made by you at the time of delivery to substantiate. No notations were made; therefore, your file contains no evidence of carrier mishandling." This is a blatant lie.  *** ****** own carrier/moving staff took photos of the very goods that they damaged and electronically sent them to their office. I wasn't informed by *** ****** carrier that there was any further notation on the forms that I signed that I needed to make as part of my claim. Only two items were discovered after delivery, the TV and another crystal vase.  While I was charged for shrink wrapping and protective wrapping of my mother's furnishing, none of that was done to protect her belongings, thus the pervasive damage to her belongings.  
  
  I want to know if *** **** is still trying to locate the lost items or have they washed their hands of the issue with the issuance of this ***** check? As they no doubt have surmised by now, I am not accepting payment through their insurance claim as a resolution to this issue.

  Regards,

  
  *** *****

  

  Business Response

  Date: 09/30/2025

  In reply to the consumers concerns:
  We understand that moving, particularly across state lines, can be a stressful and sometimes an overwhelming process. In this case, with the additional responsibility of moving a parent as well, the challenges can understandably feel even greater.
  It is important to clarify how the carrier addresses reports of alleged missing items. When cartons are packed by the customer rather than the carrier, the carrier has no knowledge of their contents beyond the descriptive inventories completed at loading. For this reason, tracing is conducted in two phases:
  Soft Trace: When an item is first reported as missing, the carrier begins with a soft trace. This is because, in many instances, items are later located by the customer at their residence amidst the ********************** process, particularly when cartons were owner-packed.
  Hard Trace: Once the carrier receives a written claim form specifically identifying the alleged missing item(s), the matter becomes a formal claim. At that point, a hard trace is initiated, which may include contacting connecting shippers who shared the same truck. While tracing efforts continue, claims are typically settled after 30 days in accordance with policy.
  With regard to the cartons that were reported as found, please note that they did not belong to the consumer rather than a shipment just arriving to the warehouse although the color of the stickers was similar, the numbers did not match any numbers on the consumers endorsed inventories stating that all were received,however, tracing still continues.
  Additionally, while we understand the personal importance of certain belongings, claims cannot be settled based on sentimental value. Settlements must be based on documentation and substantiation. In this case, the signed inventories reflect four pages documenting 46 owner-packed cartons. Because their contents were not disclosed, the carrier cannot be held responsible for verifying what was packed inside.
  Finally, while photos and verbal reports of damage to the crew are always useful, they do not replace the formal claims process. As stated on the Bill of Lading, both above and below the customers signature area, all claims must be filed in writing.  The settlement issued in this matter was based on the elected coverage and was extended in the interest of goodwill despite no notations being made at the delivery time.  we will continue to search for the alleged missing items and will contact the consumer if they are located The consumer is welcome to continue to reach out to us as well. Let us assure you we have this on our radar. We have also found that sometimes items are reported as missing and are occasionally located by the owner continuing to unpack. Thank you for the opportunity to reply.

  Customer Answer

  Date: 10/02/2025

  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.
  
  *** **** Moving doesn't seem to grasp the issue.  They are either engaging in untruths or subterfuge.  There is nothing "alleged" about my missing belonging.

  First, the belonging were packed by *** ****, except for one box containing the family photo albums which I documented with a photo and sent to them.  The wardrobe and all other boxes were pack by their staff and documented with photos. 

  Second, the belonging were never loaded into the truck to be delivered to my new residence. They were left in the basement because the team that *** **** sent to coordinate the move, neglected to do a sweep of the house to ensure that all items were loaded on the truck prior to their departure. They were too eager to go to sporting events and other place than to do their job. 

  Third, *** **** picked up the items separately and took them to their warehouse for "alleged" delivery as a separate load.  The items were immediately lost by *** **** in their warehouse, not misplaced by me with my other items. It is unfathomable how a moving company can lose items in their possession, in their warehouse, without ever delivering the items. How is it that their "hard trace" cannot locate the items when I have sent them photos of the boxes.

  Fourth, the claim that they were not notified of the damage or loss at the time of delivery is nothing less than specious. The belongings were collected by them, immediately lost, and never delivered, inspite of their claiming that they had located the items and would be sending them.  The majority of the items that were damage were documented by their staff on the day of delivery and the photos sent to their office.  Another lie in their response.

  Fifth, any claim that they provided compensation as a means to engage in goodwill is tantamount to blaming the victim.  There is no justice here. The compensation was less than $1.00 per dress and the wardrobe contained more than 30 outfits. Each of the other three boxes were compensated at $27.00 a piece. Meager compensation for family heirlooms and photos, lost through their negligence. While *** **** hides behind the fact that I did not purchase additional coverage and this amount is within their liability, that does not excuse the blatant negligence and disregard *** **** showed for belongings.  A customer signs a contract expecting that a mover will do their due diligence to conduct the move in a professional manner, safeguard your belongings per their claims and additional charges (of shrink wrapping protection), and deliver the items to their destination, not lose them entirely or damage them beyond repair.  *** **** did none of these things and then seeks instead to engage in untruths and place the blame on me rather than to assume responsibility for their unprofessional and ill-trained staff.  At no time was I able to speak to the owner about my concerns. A business of the type should not have a A+ rating as in my book they failed me miserably.  
  
  Regards,
  
  *** *****

• Initial Complaint

  Date:07/28/2025

  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.

  We hired *** **** Moving for a long-distance move from ************ to *******. We paid over $20,000 in full and ahead of time and have experienced an outrageous level of misconduct, including:Breach of contract: Our second truck, containing 80% of our household goods, was withheld for weeks without valid reason or communication. Delivery was arbitrarily delayed to July 31 with no formal notice.Negligence & elder mistreatment: My 72-year-old father-in-law, who has Parkinsons, was forced to sleep on the floor due to Don ***** refusal to deliver their items. When contacted, CEO ***** *** blamed our family and dismissively offered to buy a bedframe instead of delivering our property.Deceptive practices: After public complaints, I was blocked on all company social media pages, and we were offered $2,500 to take our posts down a clear hush money offer.Damages & missing items: Once the second truck was delivered (only after public pressure), we found extensive damage, missing belongings, and inventory discrepancies. A full report and visual documentation were created:******************************************************************************************************************************************************************************* Lack of accountability: Aside from initial talk with ***** *** (owner) and subsequent talks with ***** (Operations Manager) *** **** has made no attempt to resolve the matter or communicate directly since delivery of second truck ?Desired Resolution:A formal apology and acknowledgment of breach of contract and negligence.Full compensation for damages, missing items, and undue emotional distress ************* of company practices to prevent further harm to other families.We have detailed evidence including receipts, photos and videos to support all claims.

  

  Business Response

  Date: 08/04/2025

  We appreciate the opportunity to respond and clarify the facts surrounding this long-distance move from ************ to ********This was a complex relocation involving two households (the customers and their parents'), which resulted in challenges we have worked to address in good faith.
  Below is our response to each concern raised:
  
  Breach of Contract
  The claim that we "withheld" the second truck for weeks without reason is inaccurate. The original contract listed approximately 405 items to be moved. However, when our team arrived,they were presented with over 850 itemsmore than double the expected volume.
  Because of this unexpected overage, the first truck could not accommodate all items. The first truck was loaded on July 1415 and delivered on July 1920well within standard industry timelines. The remaining items were delivered July 27, not July 31 as claimed.
  A second truck had to be scheduled, loaded, and routed separately. While this added a short delay, it was not arbitraryit was directly caused by the unplanned increase in volume. The customer was notified,and our dispatch team worked quickly to coordinate the follow-up delivery.
  
  Negligence & Elder Mistreatment
  We strongly reject any suggestion of negligence or elder mistreatment.
  The customer posted on July 21 that a bedframe was missing. We reviewed the manifest and realized it was among the items scheduled for delivery in the second truck. Other beds had already been delivered during the July 19 offload.
  To help immediately, we offered to purchase and deliver a bedframe from a local retailer on July 22even before the final truck arrived. This was a gesture of goodwill, not a dismissal of their concerns. The offer was declined.
  At no point did *** **** Moving refuse to deliver property. The delay was due to logistics driven by volume, not intent.
  
  Deceptive Practices
  We did not and would not offer payment in exchange for post removal. The $2,500 mentioned was part of a proposed settlement offer to help resolve the matter and bring closurenot "hush money." We routinely offer goodwill settlements when issues arise,especially in complex moves like this one.
  As for social media, we maintain public pages for marketing, not customer service. Posts deemed aggressive, repetitive, or intended to incite public backlash rather than resolve the matter are subject to moderation. This is a standard practice to ensure respectful communication.
  
  Damages & Missing Items
  Damage and missing item claims are not uncommon in large-scale interstate moves. Our claims department was activated immediately following the second delivery, and the customer was provided with paperwork and guidance on how to proceed.
  We have also placed our insurance provider on notice, and they will handle further resolution based on the submitted documentation.
  The link provided by the customer appears to be a visual representation of their concerns, which we will review in detail as part of the formal claims process.
  
  Lack of Accountability
  Our owner, operations manager, and claims team have all been in contact with the customer. We also extended multiple goodwill offers, including a discounted rate despite a significant increase in volume, and the expedited offer of a replacement bedframe.
  We understand that the customer is frustrated, and we remain committed to resolving the matter through the appropriate channels.
  
  Summary & Next Steps
  We acknowledge this move did not go as smoothly as planned. However:
  The delay was due to unexpected volume, not a breach of contract
  A replacement bedframe was offered proactively, not as a dismissal
  Our claims process is active, and we are reviewing all submitted documentation
  We made efforts to communicate and resolve issues throughout the process
  We remain open to resolving this claim fairly through the established claims procedure and welcome continued communication through formal channels.
  Sincerely,
  *** **** Moving & Storage

  Customer Answer

  Date: 08/12/2025

  In response to *** **** Movings reply to my complaint, I feel compelled to clarify several points and address the misrepresentations made. The facts below reflect not only our experience but also the documented sequence of events, which paint a very different picture than the companys public narrative.
  
  Breach of Contract
  The claim that we doubled the volume is inaccurate a lack of accountability for a poorly executed in home estimation. A *** **** employee named **** came to both homes and took an in person accounting of what was there.
  Inadvertently in the second home (4000 sq ft in size) he listed 64 items total which was clearly a mistake. We did not catch this on our original $18,088 estimate because we later came to find out (well after the issues that arose) that the second house was listed as bedroom #5 on the estimate when both homes were 3 bedroom homes. We would have no way of knowing prior to booking that this was an issue and we were also told by **** he overestimates by 10% to give a buffer.
  
  The overage was not a surprise, it was the actual size of the move that the *** **** team grossly underestimated. The need for a second truck was made apparent on load day 1, so an enterprise rent a truck was brought in. We were told it would be offloaded at the warehouse onto a *** **** truck immediately and follow the original truck, both to arrive the 7/19 scheduled delivery date.
  We were NOT notified until 7/19 when the second truck was missing and dispatch absolutely did not work quickly to coordinate the follow-up delivery until I took the story to social media and it gained viral attention. Only then did we begin to get communication. 
  
  Negligence & Elder Mistreatment
  Whether intentional or not, your negligence lead to an elderly man with Parkinsons to sleep on a mattress on the floor. Instead of work diligently, respectfully and with the customers best interest an offer was made to send a bedframe from the owner because he was appalled we would allow him to keep on the floor instead of comprehending the real issues was an ENTIRE TRUCK MISSING
  
  Deceptive Practices
  Your operations manager ***** explicitly offered the refund in exchange for post removal, with witnesses who can attest to the offer. This was not a goodwill settlement, it was an attempt to silence us due to the extent of the negative publicity which grew so much so fast KDKA covered the story: **********************************************************************************************************
  
  Damages & Missing Items
  We have a slew of severely damaged, stolen and completely broken items. All of the luxury furniture pieces delivered 7/27 were completely ruined and we are in the beginning stages of speaking to insurance.  
  
  Lack of Accountability
  Its become clear that *** **** Movings recent efforts are not rooted in accountability, but in damage control. Their actions are only a byproduct of the public backlash theyve faced not a genuine attempt to right the wrongs they caused. Accountability is doing the right thing from the start, without needing the glare of social media to force your hand.

  We have been left surrounded by broken and shattered furniture, still trying to piece together whats missing, and living in the rubble of what was supposed to be an EXCITING relocation to a new home. Despite Don ***** failure to uphold their end of the moving agreement, we paid the full $20,000 and we are the ones now paying the pricein damage, in loss, and in the emotional toll this experience has taken on our family.
  
  

   

  
  

• Initial Complaint

  Date:06/11/2025

  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.

  We hired *** **** ********************************************* for a long-distance move from ********** to **********. Our household items were kept in their storage facility for approximately six months and delivered to our new residence on June 2. Upon delivery, we discovered significant damage to multiple pieces of furniture.Most notably, an heirloom-quality sofa arrived with a completely destroyed leg, rendering the piece unusable. A cabinet was also delivered with a large hole, though we are not concerned about that item. The primary issue is the sofa, which cannot be repaired. A repair attempt was made but was unsuccessful due to the extent of the damage.Despite the severity of the damage, Don ***** claims process has been unreasonably slow and difficult. I was told the claims paperwork could only be sent and returned via **** they refused to expedite the mailing, which further delays the resolution. Additionally, based on both the language in the paperwork and my communication with the claims representative, it is apparent that we will likely receive only a minimal settlement based on weight, rather than a reasonable replacement value.We did not purchase additional insurance coverage through *** ****, but this was a case of negligence, not normal wear and tear. A sofa leg should not be destroyed during professional handling. Therefore, I am requesting fair compensation that reflects the nature and severity of the damage. The sofa is a custom-upholstered, heirloom-quality piece that is no longer in production. While the original cost exceeded the amount I am requesting, I am seeking reimbursement of approximately $3,000, which reflects the cost to replace it with a quality 80 sofa. The damaged couch is 83.We ask that *** **** ********************************************* take responsibility for the damage caused during their handling of our property and resolve this matter fairly and promptly.

  

  Business Response

  Date: 06/12/2025

  Thank you for the opportunity to respond to the concerns raised regarding a recent long-distance move from **********, ** to **********, ***  At *** **** Moving &Storage, we take great pride in our service quality and customer satisfaction.We regret that any items were damaged during the customers move and are committed to working with her to reach a fair and respectful resolution.
  
  The customers household goods were stored in our secure warehouse for several months with a free months of storage before being delivered on June 4, 2025. On the same day as delivery, the customer contacted our claims department regarding a broken leg on a sofa. Our team responded promptly,sending four emails on June 4 and two additional emails on June 6, outlining the claims process and confirming that a claims packet was mailed the same day.The customer acknowledged receipt of the packet on June 12.  Per our agreement and industry-standard procedures, the claims process requires both a completed claim form and the return of delivery documentation from the drivers original paperwork. As of this writing, that documentation has not yet been returned to our office as the driver was not back into the ********** hub from ******** yet.  This was also explained to the consumer. 
  
  The claim includes a demand for $3,000 for the damaged sofa a custom-upholstered piece described as heirloom quality. However, no documentation has been provided to substantiate this value, such as original receipts, manufacturer details, or comparable replacement estimates. Without this supporting information, we are unable to properly evaluate the claim.
  
  The customer elected not to purchase additional coverage through *** **** Moving & Storage. We offer a range of protection plans, including options with various deductibles to help make enhanced coverage affordable for all customers. The plan she selected and has admitted to having is the federally mandated released valuation of $0.60 per pound, per article,which was clearly outlined in her move paperwork and presented prior to service, this is coverage that every carrier is required to provide at no additional cost to the customer.
  
  We understand that many customers opt to rely on their homeowners insurance, which often provides coverage for goods in transit and which she had provided her homeowners declaration page to cover an incident in storage also.  This is a common and reasonable choice to avoid paying for duplicate coverage, and we respect the customers decision in this case.  This particular move involved the careful transportation of more than 160 items. While we deeply regret that a few items were damaged including the older sofa with a broken leg over 99% of the customers belongings were delivered without issue. This outcome reflects the skill and care of our crews, and we believe it also underscores the importance of selecting a coverage option that matches a customers risk tolerance and the value of their belongings.

  Although our liability is limited under the selected coverage, and the item in question appears to have sustained age-related structural failure, we have already initiated a third-party review through the Claims Prevention and ***************** (CPPC)and will seek a repair estimate as a courtesy. We are committed to completing this process fairly and promptly once the necessary documentation is received.

  We look forward to an amicable resolution on this claim.  Upon receipt of the completed claim form an acknowledgement will be forwarded to her reflecting a claim number and the review will begin.

  Again, thank you for allowing us to respond to the consumers concerns.

   

  
  

  Customer Answer

  Date: 06/13/2025

  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.
  
  The damage was not due to age. It was due to negligence. The legs were never covered and they put tape and hot glue on it in a pathetic attempt to hide it. Ive sent pictures. I called immediately. If they dont want to buy a new sofa, fine but they need to compensate us in some way for their gross negligence. The tape and glue are proof that they know that they messed up. I dont have the receipt for the sofa because our files are in storage in **********. We are in ********. I cannot go get them. The damage was not due to age. It was due to negligence. It was in great shape when it left my house in **********. It arrived damaged in ********. I called right away. I shouldnt have to go through hoops and a slow **** claims process to get this resolved. They should have already sent someone to look at it. The burden of proof is not on me. I was prompt in letting them know about the issue. They know that the sofa was not damaged when they picked it up and they tried to hide the damage with tape and glue. If they want to give us $1,000 to make this go away, fine, but I would like a check sent or someone to at least look at the sofa by the end of next week. 

  

  Business Response

  Date: 06/18/2025

  In response to the consumers recent rebuttal to our initial communication,and in an effort to move this matter forward amicably, we have proactively taken steps despite not yet receiving the completed claim form. Specifically,we consulted with one of our trusted repair vendors through the Claims Prevention and *****************. Based on the detailed photos submitted,************************************** provided an estimate of $300.00 to repair the damaged sofa leg.

  In the spirit of goodwill and to reach a mutually agreeable resolution, we are prepared to waive both the standard limited liability coverage of $0.60 per pound per article and the formal claim form requirement. Accordingly, we are offering double the quoted repair costfor a total of $600.00as a full and final settlement of this claim.
  It is important to note that had the consumer elected to purchase the additional valuation coverage offered at the time of booking, the cost would have been $818.06. By comparison, the decision not to purchase additional coverage combined with the settlement amount of $600.00 reflects a total benefit of $1,418.06 to the consumer.

  We trust this offer demonstrates our commitment to resolving the matter fairly and professionally. In line with this effort, we respectfully request that any negative online reviews be removed or revised as part of this resolution.

  We look forward to the consumers response and the opportunity to bring this matter to a close.

  Customer Answer

  Date: 06/23/2025

  [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

  Date:10/02/2024

  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.

  My contract for moving services with *** **** Moving, from ** to PA, was $9,437.76; we paid $4,500 deposit and the balance was to be paid upon delivery. I had sent the company a detailed 4-pg inventory of our belongings + the details of our ***** sq ft, 4-bedroom home and addtl 10x20 storage unit. When I later added several items, I was told "No problem, you'll have a full semi-truck for your move and ok to add anything." I was also told there would be a crew to pack and load on both ends. On the ** end, on Sept 8, only the truck with the driver arrived, later than expected, and no crew. We had to pay for people to help and my husband and I, ages 75 and 64, also worked furiously to get this done on time. On the PA end, the truck was to arrive on Sept 14 and didn't arrive until Sept 16 and 17; when I called the company Sept 15 to confirm delivery on Sept 16, I was told the truck would arrive between 9-10am. At 10:30am Sept 16, I received a call saying that the truck would not be dispatched until our balance was paid and that balance was $19,972.36 instead of the $4,937.76 I was expecting. When I explained the issues, I was told I had to pay in order to get the truck but they would process a refund for me. It is now several weeks later and no refund. I feel I was a victim of bait and switch/fraud/extortion. In many conversations in the months, weeks, days and hours before delivery, I was never told that my bill would be over $15,000 more than quoted and that my belongings would be held hostage until this exorbitant amount paid, which I did with credit cards but expected to be refunded. I also expected to be refunded the $1,125 I had to pay for help when there was no ** crew. There were also 10 items broken, 2 items missing, and missing parts for dining room and bedroom furniture for which I called the furniture company to replace. On Sept 24, I contacted the company through phone and email and they said they would resolve it but no one is returning calls.

  

  Business Response

  Date: 10/10/2024

  Tell us why here...Dear Ms. Lane. 
  
  This letter serves as our formal response to the complaint filed by Mrs. Hepler regarding her relocation from Pagosa Springs, Colorado, to Greensburg, Pennsylvania. 
  
  Timeline and Communication: 
  
  Mrs. Hepler initially contacted us on or around July 19, 2024, requesting an estimate for her upcoming move from Colorado to Pennsylvania. During her conversations with our estimator, she indicated that she would be shipping household goods totaling 192 pieces including some items requiring minimal packing.  
  Our long-distance dispatcher offered to conduct a Yembo which is a virtual moving survey, allowing us to visually assess the entire house via video call to provide a more accurate cost estimate. However, Mrs. Hepler declined this offer. As a result, the estimate was based on the verbal inventory provided by Mrs. Hepler. Throughout this process, we had multiple conversations with Mrs. Hepler, as her inventory list changed and updated frequently. We provide all customers, including Mrs. Hepler, access to Moveboard, an electronic system that allows real-time updates to inventory which Mrs. Hepler was in fact utilizing. 
  
  Based on the final information provided by Mrs. Hepler at the time the initial estimate of $9,287.76 was given on August 9, 2024, for a shipment weighing 5,565 pounds. After subsequent changes to the inventory, a revised estimate of $9,437.76 was issued again based on 5,565 pounds at 192 items as Mrs. Hepler initially advised not 597 that was shipped. 
  The detailed list referenced in Mrs. Hepler’s complaint was not received by the carrier until September 25, 2024—eight days after delivery as the carrier never received this list prior to the move. Enclosed with this letter are the endorsed actual 21 pages of inventories, confirming that 412 boxes were shipped, of which 64 were Carrier Packed (CP) whereas we only charged 54. We did not charge for packing 10 additional boxes as described on the endorsed Bill of Lading contract by Mrs. Hepler.  There was a total of 348 Packed by Owner (PBO) boxes plus 64 (CP) carrier packed boxes total boxes 412 plus along with household goods for a total of 597 items shipped. Weight and Inventory Discrepancy: 
  The original estimate was based on a shipment of 5,565 pounds, but the actual weight was 17,000 pounds—a difference of 11,435 pounds. This significant increase of items which caused the weight to go up was not communicated with the carrier beforehand. 
  
  The tractor dispatched to Colorado was prepared for the initially estimated load of 5,565 pounds and minimal packing (6 boxes). However, the unexpected increase to 17,000 pounds and the need to pack 64 boxes meant the carrier utilized most of the available space in the van. This also resulted in the carrier having to cancel a military family’s shipment where the carrier lost revenue and the carriers scoring with the military may affect future shipments as the van has specific weight and space limitations. That military family also had restrictions as to having to be out of their residence in a timely fashion and again, we had to refuse this military family due to the additional weight of Mrs. Hepler’s shipment. 
  Once our driver and packers arrived at Mrs. Hepler’s residence, they were surprised by the additional items. The driver explained that as more items were added, the total cost would increase, as moving charges are based on actual shipment weight, not a flat rate. It is important to note that Mrs. Hepler did not contract the carrier for exclusive use of the van. Additional Charges and Shuttle Service: 
  
  Mrs. Hepler mentioned that her husband had to use his pick-up truck during delivery due to our vehicle’s inability to access the driveway. This concern was never communicated to the carrier prior to delivery. Had it been discussed; we would have arranged for a shuttle and additional movers in advance. Nevertheless, as a courtesy, we provided a shuttle vehicle and additional movers at no cost, which would have otherwise incurred an estimated fee more than $1,000.00. which resulted in more time to unload & labor due to handling twice. 
  
  Refund Offer: 
  As a gesture of goodwill and considering the unforeseen mechanical breakdown that we could not avoid, we are offering a refund of $1,125.00 for out-of-pocket expenses, along with an additional $875.00 for the inconvenience, bringing the total refund to $2,000.00. Additionally, we have located the missing ladder and are arranging its re-delivery. We recognize that long-distance moves or any move for that fact can be stressful, and we aim to alleviate that stress through clear communication and professional service. While there may have been some non-communication during the process, we believe we have acted in good faith and fulfilled our responsibilities, especially in having and offering the easy-to-understand Yembo and our Moveboard software. 
  
  To reiterate, due to communication errors on Mrs. Hepler’s part, we were placed in a difficult position, which resulted in having to turn away a military family pickup due to the excessive, uncommunicated weight increase of Mrs. Hepler’s shipment. This not only caused the carrier to lose significant revenue but also resulted in a negative mark against the carrier for failing to be able to meet the required pickup date for the military family. Additionally, we did not charge Mrs. Hepler for the 10 extra boxes that were packed, nor did we charge for the shuttle service in Pennsylvania. Despite this, we are offering $2,000.00 as a gesture of goodwill.  You cannot arbitrarily choose what you want to pay as everything is based on the weight of the shipment, distance, packing, unpacking, shuttle, etc. Thank you for the opportunity to reply and we encourage you to contact us if you have any further questions or concerns, trusting this will now satisfy the complaint. 
  
  Regards, 
  DON FARR MOVING & STORAGE 
  Customer Service 
  

• Initial Complaint

  Date:09/04/2024

  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.

  Don Farr was originally contacted last summer to get a rough quote about our move slated for late July/August of this year. As we finalized our move details in May and confirmed/booked the move in July, we gave a detailed inventory, spoke with staff and were assured that the move would be done with ease - 2 apartments into a townhouse - and would take 5-7 hours, plus 30-45 minutes of drive time. 3 men were sent for our move, and took 3 hours to load my 2 bedroom apartment, with help from myself and friends, and used my tools to disassemble furniture. They then went to my boyfriend's 1 bedroom apartment, which also took 3 hours to load including the time they spent dumpster diving for items tossed out by college students, and an hour and a half where 2 of the men disappeared. They insisted on taking apart furniture that we were disposing of and did not ask them to help with. They arrived at our townhouse, and immediately started complaining - one man fell, another stated that he "was going to have a heart attack or puke". We never saw them take a proper break (other than roughly 2 total hours of yelling/complaining to each other at the truck and smoking on a non-smoking property, which they had been informed of multiple times). "Help" was "maybe" being sent, and showed up an hour an a half into unloading. One man stayed downstairs, the other was yelling at everyone that they were taking too long, started throwing boxes which shattered belongings, yelled at my friend for the way an item was taped up, and was hateful and rude to all of us. Overall, we were charged 10.5 hours for the move, and for a mattress bag and 3 mirror cartons that were not used. There are scuffs on our walls, damaged furniture, blood on our carpet, and all they have done is sent a claim form - I cannot get anyone from the business on the phone to resolve this, though we do plan to contact our bank for fraud, since we were charged $1k over what we were quoted for a job that was not done correctly

  

  Business Response

  Date: 09/04/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for the issues you encountered during your move. We understand the frustrations caused and would like to address all aspects of your complaint to help resolve this matter.
  

  Regarding the damages, we are fully committed to assisting you in filing a claim. Please send an email to [email protected], and we will start the process immediately. Additionally, the necessary forms will be mailed to your new address.
  

  As for the unused materials charged, we will promptly issue a refund for the mattress bag and mirror cartons. We will also refund the 1.5 hours where our team was involved in activities unrelated to the move. We recognize that the time and effort spent on such activities was not appropriate, and we apologize for the inconvenience.
  It’s important to note that while we sent additional crew members at no extra charge to assist and help expedite the move, the overall time for the job was impacted by factors such as the quantity of items being moved. After reviewing the inventory, the number of items moved was greater than initially quoted. The original estimate was based on 68 items, including 45 boxes, but there were more items and additional complexities, such as elevators and stairs at both the pickup and destination, which added to the time required.
  

  Our team is more than happy to discuss any remaining concerns and offer further assistance. Please contact dispatch directly between 9 AM - 3 PM at 412-469-9700, and we will work with you to resolve any outstanding issues.
  

  Thank you for your feedback, and we hope to resolve this matter to your satisfaction.

• Initial Complaint

  Date:07/10/2024

  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.

  I contracted with them for a move scheduled for July 9th, 2024. There were to be two stops. 1st stop *** ***** **** ********** ** ***** where a fold up treadmill, king mattress and box spring, and single dresser were to be picked up. The mattresses and box springs were to be wrapped. The 2nd stop was 2** ****** ***** ********** ** ***** where a kitchen table and 4 dining room chairs, a bedroom chest of drawers, a bedroom dresser with attached mirror, a living room coffee table, two television sets and lightweight patio furniture were to be picked up. Any glass was to be wrapped, and the tv sets were to be boxed before transportation. I initially spoke with Nicholas St****** who took the order and provided me with the contract listing the above items, and the packing supplies that would be used and the destination address of the move, *** ******** ***** ******** ** ****** I was fine with that and gave him the go-ahead with an estimated time of 4 1/2 hours and a cost between $700-$900 approximately. I then paid the $300 required deposit. That morning two gentleman showed up in a small truck, no dolly, no tools, no boxes, packing wrap, straps, etc. They themselves had no proper attire on to prevent back injury etc. Thankfully i let them use a dolly that i had to move the stuff from the first place. They had no tools to remove the mirror from the dresser or the table legs from kitchen table. i had a screwdriver, but a drill was needed to remove the legs and so they moved two of the four legs of the table. They struggled getting the bedroom furniture down the steps and dragged it accross the concrete damaging the bottom. Nothing was wrapped or boxed and they loaded the tvs in the back of my own vehicle. At the destination address i called and spoke with Alex Fix who basically baited and switched me into paying an addl $645 or he told the movers to drive away with my furniture. I paid and they unloaded everything into my garage and not the rooms in the home.

  

  Business Response

  Date: 07/15/2024

  
  Dear ******
  

  I hope this message finds you well. It is truly disheartening to learn that we fell short of your expectations during your move on July 9, 2024. We deeply regret any frustration and inconvenience this may have caused you.
  

  Upon reviewing your concerns, we understand the importance of having all necessary tools for a smooth moving experience. While we had pad wraps and bands available, we acknowledge the absence of a dolly and a toolbox, which are essential for such operations. We sincerely apologize for this oversight.
  Regarding the issue of lifting your dresser, our team was fully capable of handling the task. However, we regret that this situation escalated into broader concerns about pricing and service quality. We strive to provide fair and transparent pricing for our services and believe our initial quote accurately reflected the work involved for your 19 requested items.
  

  When you expressed dissatisfaction during your conversation with our manager Alec, we attempted to address your concerns by offering a $141.56 discount. Unfortunately, the discussion was interrupted, and we were unable to reach a mutually agreeable resolution. The situation further escalated, leading to a breakdown in communication.
  Our primary goal is to ensure the safety and satisfaction of our customers and team members. Regrettably, the environment became challenging for our movers, and we had to make the difficult decision to pause the move temporarily. Despite this, our team continued to work diligently to complete the move under trying circumstances.
  We understand that emotions ran high, and we deeply regret any distress caused. In a gesture of goodwill, we adjusted your final charge to reflect the agreed amount and provided an additional $75 refund. We also offered you the option to file a claim for any damages incurred during the move.
  We value your feedback, as it helps us improve our services continually. Our claims department, led by Lynn, is ready to assist you with any further concerns regarding damages. We stand by our commitment to address your issues fairly and promptly. Our dispatch department also offered to send a crew back the next day at no charge to assist. 

  While we cannot fulfill your request for a $670.25 refund due to the lack of a dolly and toolbox, we hope the steps we have taken demonstrate our commitment to resolving your concerns. Our goal is always to provide the highest level of service and to address any issues with integrity and respect.
  

  Thank you for bringing these matters to our attention. We appreciate your understanding and patience as we work to improve our services.
  

  Sincerely,
  David F**
  Don Farr Moving and Storage

  Customer Answer

  Date: 07/15/2024

  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.

  He addresses not showing up with a dollie or tools.  That is not even the half of it.  They did not box my two tv’s as was stated in the contract.  They did not wrap the mirrors/glass in shrink wrap as was indicated in the contract.  They removed two of the four table legs that needed removed.  I had to transport the TV’s in my own vehicle.  The bedroom dressers with unattached mirrors were left in the garage and not taken to the bedroom.  The kitchen table was left in the garage with two legs and the other two in my car.  The table would not fit through the door because they didn’t have the tools to remove two of the legs so left in the garage.  The king mattress and box springs were not wrapped as stated in the contract.  After the crew left, everything except for the king mattress and deck furniture were left in the garage, and they left without taking the tv’s out of my vehicle and so I had to unload them myself.  I want the above information in the rebuttal.  Thank you for your help. Basically, it was a job that was not completed – a breach in the entire contract.

  Best,
  Kelly A. B****

   

  
  
  

  

  Business Response

  Date: 07/17/2024

  We apologize that you do not believe the move was completed as contracted. We have attached a copy of the contract for your review. This contract is signed and agreed by the customer on June 19th for a relocation on July 9th. There are no additional packing charges for the televisions, mirrors or mattresses. This would have been an additional expense. In response to loading the televisions into the car, we always recommend this to customers as it is a smoother ride than the moving truck. Sometimes the vibrations may cause damage. In regard to any other additional packing, we have also attached a copy of the customer account page. On this page it is selected and shown that the customer would pack themselves. Our agreement is to simply relocate the items from the pickups to delivery and this is based on an hourly charge. 
  
  At the end of the move the customer became quite contentious with the crew and the management staff, stating that they would not pay anything additional, so no additional time or services could be provided. The crew left more hastily than our typical client interactions due to the uncomfortable situation that the client created.  However, in a gesture of good faith our office did provide a refund. 

  After that crew left in order to help resolve any dissatisfaction our office offered to send a crew out to address the concerns at no charge. Attached is a copy of that email. The customer chose to not accept that service either. We wanted to help!  
  
  The items were relocated as the contract stated. 

  Customer Answer

  Date: 07/17/2024

  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 want to see the whole contract ( see attachment listed NOCOST) - that part of the contract is not showing. My original contract which now for some reason i cannot view in its entirety had tvs supposed to be boxed and mirrors and mattresses wrapped). See attachment (MIRRORCARTON) - states mirrors were supposed to be in cartons. Also on contract, states queen mattress - there was no queen mattress moved.
  A king and box spring only. Photos under ( COMPLAINT) show everything left in garage. Table legs unattached. Mirrors unwrapped. All of this rebuttal from the company is just a twist on what should have happened and did not. I paid at the end location $645 in addition to the $300 deposit after being told by Alec Fix that the movers told him they were confident they could get the furniture upstairs and complete the job. I was not confident and is why I was afraid to pay the $645. Alec assured me the movers were capable.
  Again, I was baited and switched. I paid the $645 and the furniture was left in garage. That is breach of contract. At this point it is a matter of principle. I am a business owner as well, and would never let this type of situation occur without making it right. I would not want my reputation as an honest business owner be ruined. I will take this to an attorney as a matter of principle if I do not get the proper refund, especially over the stress this has caused me. I am friends with a lot of Howard Hanna Agents who are appalled at the way I have been treated over this.
  
  Regards,
  
  
  
  ***** *****

  

  Business Response

  Date: 07/23/2024

  Thank you for responding and asking additional question.

  The item that was no cost or no additional cost is for valuation coverage. This in case something was to happen during transportation. I have included the signed agreement and highlighted at the bottom. 
  

  In regard to the total charges, yes, the estimate did show the cost for the items to be boxed. However, as you mentioned the items were not boxed as it was also notated that the customer was to pack themselves as shown in the last response. I have attached and highlighted this choice. 
  

  The customer was refunded $275.60(see attached receipt) 

  The customer was refunded $160.60 since packing was no included or provided. The customer was refunded $40 for shrink wrap that was not used. The customer was also refunded $75 for the crew forgetting to bring a dolly and tolls. A refund was provided to help satisfy the customers concerns in the interest of goodwill. 

  The customer was also offered to have a different crew return and relocate items within the household addressing their concerns. The customer chose to not accept this offer. However, Items were relocated as the contract stated from one location to the other. We apologize that you did not find this satisfactory. Our goal is always to provide great service at a fair price. 

  Customer Answer

  Date: 07/23/2024

  [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

  Date:03/05/2024

  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.

  The information needed is provided in the response we made to this company. It was emailed to Don Farr 2/1/2024 and we have not had a returned response. We are escalating the problem to solve it efficiently. We filed a claim with Don Farr within 30 days of the move and they refused to take responsibility for their employees they hired. Proof is attached of the items stolen during our move as well as the amount they were appraised for. We moved these items ourselves and therefore did not have a need to include it with Don Farr's insurance. The movers saw us moving these items and were seen leaving the location we had placed them. Instructions were clearly given to not enter that room. Police reports were filed and two of the movers left the company almost immediately and moved out of state. The moving company believes we should have insured these items in the move and they are not responsible for jewelry lost or misplaced. Our argument is that there is a trust in a company when you hire them to move your things, that the employees on the clock that go into your home will not touch, move, or steal your valuables, especially if they are not asked to move them. If they do and it can be shown that they have, the company in good faith should be replacing the appraised value of these items. We received money from our homeowners insurance. We are asking for the difference in the appraisal and the money we have already received ($18,000). Please see attached files for specific claim rebuttal, logs of company contact, images of displaced inexpensive jewelry, police report filed, etc.

  

  Business Response

  Date: 03/16/2024

  **** ******** ********
  Thank you for bringing your concerns to our attention. We take
  all complaints seriously and aim to address them promptly and thoroughly.
  Regarding the allegations of theft during your move with Don
  Farr Moving, we want to assure you that such accusations are taken very
  seriously by our company. However, after conducting a thorough internal
  investigation and cooperating fully with the authorities, we have found no
  substantiated evidence to support these claims at this time.
  Our personnel, who have been with the company for many years,
  conduct their duties with the utmost pride and respect. They have cooperated
  fully with the authorities throughout this process. We understand your
  frustration regarding the missing diamond ring, but it's important to note that
  the ring was reported missing nine days after the move, and no criminal charges
  were filed, nor any proof provided of theft.
  In your letter, you mentioned that the ring was stored in an
  unworking safe and then placed into another box by the owners for
  transportation. Given this context, it's possible that the ring was already
  missing before the move, especially considering the nine-day gap between the
  move and the report of the missing item. Additionally, your insurance company
  paid out the maximum coverage for your jewelry, indicating that they conducted
  their own investigation and acted in accordance with their policy terms. While
  we understand your frustration that the insurance company could not pay more
  than $10,000 on the claim since it was a new home and not added as a separate
  item. We spoke to the insurance company, and they told us that they held a
  renter’s policy prior to this and could/should have been added in May when the
  item was purchased. Also, no valuation or insurance was purchased with this move
  as well.
  We understand that you may feel frustrated by the situation, but
  as a moving company, we cannot acknowledge allegations without definite proof
  or interfere with ongoing investigations. We stand by our initial denial but
  are willing to assist in any further investigations if needed. If a conviction
  is made and it is determined that the carrier is responsible, we will revisit
  the case accordingly. Our concern is even publicly posting this information at
  this time while an ongoing investigation is occurring may be compromising to
  the investigation itself.

• Initial Complaint

  Date:12/12/2023

  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 moved on May, 26, 2023 using Don Farr moving. I was sent three movers that were not up to the task of moving all of my very heavy furniture out of my three story townhouse. As a result, multiple items were damaged, scratched, and broken. My treadmill was disassembled by the crew from Don Farr and the electronic connection was dropped down into the side support, and cannot be retrieved. I now have a $1600+ paper weight that can no longer be used.

  

  Business Response

  Date: 12/13/2023

  In reply to the consumers’ complaint.  Attached please find a copy of the consumers
  endorsed contract dated 5/26/23 not only confirming no incidents/damages but
  also confirming that she read and understood that all claims must be filed directly
  with Don Farr Moving within 30 calendar days from the date of delivery.  The claim would have had to be received by
  Don Farr Moving no later than 6/24/23. 
  It is now 200 days (approx. 6 ½ months) after the date of delivery and our
  files contain no reports or emails requesting a claim form from the consumer.  We are always proactive in getting anything resolved, however, since the consumers’
  claim was not filed in a timely fashion or substantiated, we cannot verify that
  any of the consumers items may have been moved within her home by herself or by
  someone else as again our files contain no evidence of carrier mishandling.
  Thank you for the opportunity to reply.

  Customer Answer

  Date: 12/14/2023

  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.
  
  
  As Don Farr Moving is aware, when I moved on May 26, all of my possessions went into storage. I did not close on my house until October 20 and my stuff did not come out of storage until October 24. Furthermore, my storage unit was packed by their moving crew with no way to walk around  and inspect anything following the move. I have pictures of all of the damaged items as they were pulled out of storage. This company had zero interest in resolving my dissatisfaction, and I knew they were going to use this as an excuse to deny responsibility for any damage that occurred. That is why I chose to contact the Better Business Bureau.

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

• Initial Complaint

  Date:10/24/2023

  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.

  Don Farr moved my families belongings, due to some issues our belongings had to be put into storage. Items were thrown and broke, damaged and returned awful.
  
  Don Farr made sure I paid before the job was complete and left me with a mess.
  
  I would like some type of monetary compensation for the shotty work done by the company.
  
  Every chance I get I will let people know they are a rip off and stink as a moving company.
  
  DONT USE THEM IF YOU WANT RIPPED OFF.

  

  Business Response

  Date: 10/26/2023

  In reply to the consumers’ complaint.  The consumer contacted Don Farr Moving in
  which an estimate was provided on or about 7/9/23 for their relocation from
  Pittsburgh, Pennsylvania to Murrysville, Pennsylvania.  The estimate in which was confirmed and
  endorsed by the consumer was to release their household goods at the carriers
  limited free coverage of $.60 per pound, per article, this basic coverage is
  standard and required by every moving company that is no cost to the consumer.
  
  As clearly stated, and endorsed by the consumer multiple times,
  this limited coverage was chosen.  The
  estimate was performed around or about 7/6/2023 whereas the actual move did not
  take place until 8/15-16/23 into (SIT) storage in transit at Don Farr facility
  due to an unforeseen situation on the consumers end in taking possession of
  their new residence which did final deliver on 8/31/23.  The consumer has access to their account via
  the internet 24/7 and can add additional coverage up until 24 hours prior to
  the relocation, therefore from the date of the estimate till the day before the
  move out of storage to residence, the consumer had 54 days in which to purchase
  the additional coverage.
  
  According to the contracted Bill of Lading the only items
  that Don Farr packed were 4 wardrobes and 2 mirror cartons, all other boxes
  were packed by the owner and the contents were unknown to the carrier.  The certificate in which the consumer had
  endorsed clearly indicates that boxes that are not packed by the mover are not
  covered items unless the boxes show evidence of external damages and noted at
  time of delivery to the driver, although those boxes should have been denied,
  the entire claim was honored, however, limited to their elected endorsed
  contract and certificate.
  
  We have provided excellent service and accommodated the
  consumer in every way possible to make their relocation and situation less
  stressful, it would deem that inadequate packing material may have been the
  sole cause of most of their damages and not due to the movers.
  
  Attached please endorsed documentation confirming the
  coverages that were elected.  The
  coverage that is offered is no different than an automobile insurance company,
  for instance, if you only have liability coverage on your vehicle and you are
  found at fault the insurance company does not pay for your vehicle.  If you purchase a television and the extended
  warranty is out, they will not pay for a television out of warranty.  This claim was a basis for a denial as the
  form was not completed in its entirety, however, in the interest of goodwill in
  an attempt to amicably resolve the consumers’ concerns we did settle at the
  elected limited $.60 per pound per article.
  
  It has always been Don Farr Moving & Storage goal to
  educate the consumers and provide information so that we can take some of the
  stress off moving.  We have attached
  documentation for your review and thank you for allowing Don Farr to reply.