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:11/27/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  TSI was contracted to move an heirloom desk from OH to TX. They quoted 20-30 days for delivery. It was picked up on Sept 22, 2023 and it is now Nov 27, 2023. I have contacted them multiple times and they continue to promise delivery but never actually deliver. In fact, twice they actually "scheduled" delivery but didn't show. I am now in the process of filing a police report for theft and pursuing other legal options. Below is the detail of all communication with TSI: Oct 16 10:12 am – Call to TSI. TSI stated the desk was in Dallas and they would call me with a delivery date. No such call received. Oct 31 10:08 am – Call to TSI TSI stated the desk was in Dallas and they would call me with a delivery date. No such call received. Nov 13 12:57 pm – Call to TSI. TSI stated the desk was in Dallas and they would call me with a delivery date. Nov 13 1:31 pm – Call from TSI. TSI stated they would deliver on Nov 17. No calls were received and no delivery was made. Nov 20 4:18 pm – Call to TSI. TSI stated they did call the previous week but got no answer. I told them to make sure they used my cell phone number and gave them the number. I had the representative repeat the number back to me to verify. He stated he would call back with a delivery date. Nov 20 4:26 pm – Call from TSI. Said they would be in the area on Nov 22 and would confirm delivery on Nov 21. No confirmation was received and no delivery was made. Nov 22 4:03 pm – Call to TSI. TSI did not answer. Left voicemail that I now considered the desk stolen property and if desk was not delivered by Monday (Nov 27) I would file a police report, file an insurance claim, and investigate legal options. Nov 27 8:34 am – Call to TSI. Desk is at warehouse in Dallas Area (*** ** **** **, Suite *, Grand Prairie, TX *****). Claims the desk is scheduled to be delivered tomorrow.

  Business Response

  Date: 11/28/2023

  Was delivered this AM (11/28). Complainant is not the payer/booker so we don't have an email for him but spoke to him several times.  TX dispatcher indicated they tried to call and sent a text to set up delivery on 11/17 and he did not text them back until yesterday (11/27).  Once he texted them back, delivery was scheduled for today and they have confirmed today's delivery.  

  Additionally, our terms and conditions that are attached to this complaint make it abundantly clear that time frames that are quoted are just an estimate and that they are subject to change. We fully understand the frustration but there are many moving parts when it comes to consolidated shipping. The good news is that the desk was delivered this morning.

• Initial Complaint

  Date:06/26/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint against Moves For Seniors (MFS), a Division of Transit Systems Inc., is for the incomplete pre-paid Dedicated Truck Long Distance Move for my 83 y.o. mother, embarked on June 27, 2022, and for its refusal to provide a commensurate, timely remedy. By virtue of its refusal to fulfill 100% of their agreement, MFS placed undue mental stress on my family and compelled me to secure, at extreme personal expense, alternative expedited services to move the remaining items left behind. A bill total advance payment of $19,520 was made against Order Confirmation 24924. The added personal expenses I incurred to complete the job were approx. $10,000. It is my position that MFS supplied a truck of too small capacity to fulfill 100% of the move on the agreed-to date. According to MFS Director of Sales, **** ****, the ****** truck supplied had a total volumetric loading capacity of 800 cu ft, which MFS claimed to have filled with 785 cu ft of my mother's "inventory." This is not possible, not consistent with our departure or arrival inventory records, nor would it have complied with the truck's rated load capacity to transport 7,323 lbs of order-listed "inventory" in a vehicle rated for 6,385 lbs of cargo. **** ****’ shipped volume (785 cu ft) to vehicle capacity (800 cu ft) assertion is physically impossible. Among the items in my order inventory, it included the following quantity and type of storage container (i.e. boxes, bin): 2 wardrobe, 50 large, and 70 medium boxes and 10 plastic bins. Assuming all 132 of these storage containers amounting to 785 cu ft were loaded, and, for the sake of simplicity, each were exactly of the same linear dimensions, such a remarkable packing effort contains less than 1/20 of 1 inch (0.05") of void space around each vertical stack. Such tolerance is approx. equivalent to the thickness of a penny. This and other representations are clear evidence that the service provided was left incomplete with the “Dedicated Truck” MFS used.

  Business Response

  Date: 07/05/2023

  MFS is currently researching this issue actively with our move partner and intend to follow up again with a more detailed response. We have been informed however that this shipment was larger than originally described which was the main issue and reason for items being left behind and not taken on the original route. MFS relies heavily on our move partners for their expertise while packing and loading. In addition to this, I can see that the customer was also unhappy with the communication on MFS end. Again, I have emails and documentation of our move manager with the customer explaining what is happening and addressing the issues. Once we have more information with more details, we will happily add to this response as well as address this with the customer directly. Thank you.

• Initial Complaint

  Date:03/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Move for Seniors to assist us in moving and downsizing from a house to an apartment due to major health issues. I was assured that it was going to be “stress free” with professional and background checked movers. Communication was poor at best. I was to receive packing services the day before and then the main move, where they would throughly and carefully wrap my furnishings. Come packing day, the movers were a no show. Stuck in a snowstorm apparently. There was no backup. We did have an organizer who helped us pack. Bottom line we did it ourselves. Next day was moving day, again they were a no show for personal reasons. No back up. The organizer jumped into action, found 6 men and a Uhaul truck. Due to their unprofessionalism, they failed to protect my furniture. They literally shoved it in truck. It arrived scratched, broken or damaged beyond repair. For example my entire bedroom set had chunks taken out of it. My large leather sectional, had rips and holes in it. It took 2 whole days to finish. Another team arrived the next day and finished the job. To say the move was extremely stressful and unprofessional is a gross understatement. I have sent multiple emails to try to negotiate the price. I am consistently ignored. No invoices provided. I signed nothing either day. Yet they want me to pay full price as stated in the estimate! They also cashed my deposit the day after with no resolution and no apology. They are charging me overages due to their incompetence. This is ridiculous.

  Business Response

  Date: 03/16/2023

  MFS was hired to move *************************** from a single home residence to an apartment where she planned to downsize.  Prior to the move, MFS performed an onsite survey to check the inventory and evaluate the size of the move so that we would be prepared with the proper crew and vehicle the day of the move. Unfortunately, on the day of the move, the driver ran into a weather-related issue causing the move to start later than planned.   While admittedly the move started late, the total time for the move ended up taking 4X longer (28.5 hours) as compared to the 7 hours which were estimated based on the onsite.  Items in the home that we were told would not be moving at the time of our survey and were not part of the inventory were added the day of the move adding to the time as well as the cost of the shipment. In addition to the added items that were required to move, there were some other challenges presented to our move team at the home which made the move even more complex and expensive.

  MFS does acknowledge that the move did not start on time for the reason stated above. However, this does not negate the length of time that the move took or the additional inventory added the day of the move.  The crew worked diligently and did a good job despite the challenges presented them.  Upon delivery, we were notified of damage to several furniture items.  We are in the process of working on a claim for the customer which will pay the customer for the full valuation which allowed for $1000 coverage with a $250 deductible for a total of $750. In addition to the claim, MFS has offered a 10% discount to the customer on the shipment for the inconvenience at the start of the job. We believe that with the full payment of the insurance claim and the 10% discount for the late start that we have been more than fair in working with *************************** to bring the matter to resolution.

• Initial Complaint

  Date:09/20/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid to have sentimental items shipped from Ross, OH to Portland, OR. They did not communicate as they stated they would, then they literally lost a box with items from my deceased mother and terminally ill father. They stated they would search the ****** (a subcontractor I never knew about) storage areas and repeatedly lied. I don't trust that they ever searched. I paid a very high fee for the moving cost and insurance (but the items weren't monetarily worth much do less the deductible I receive nothing back), so I believe part of the moving cost should be refunded due to their utter and complete lack of communication and integrity.

  Business Response

  Date: 09/26/2022

  TSI is a third party logistics company and utilize a select handful of carriers in the country with whom we have long standing relationships. Our moves are consolidated, over the road shipments and we communicate via email with tracking updates at booking, when in transit and once the shipment is nearing delivery. We do not have "real time" tracking like that of *********. Unfortunately one box was misrouted and multiple dock searches have been conducted without any luck in locating the box. Despite the insurance only being $100 with a $100 deductible, TSI waived the deductible and credited the customer $100 for the box. It is never our intention to have anything go missing and we completely understand the customer's concerns. However due to waiving the deductible, we will not be processing any further compensation or refund for the move.  

• Initial Complaint

  Date:09/11/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid in full in on 7/7 to have the company transport our piano from Ann Arbor Michigan to Edmonds Washington. They told me the piano can be picked up by end of July and will be delivered 3-5 weeks after pick up. Therefore, I paid expedite service fee and chose their service. They picked our piano on 7/23. Ever since, I have received no single notice of the whereabout of my piano. Contacted the company, Steve and Robert, a few times in Aug and Sept. Still nothing of the timeline of delivery. All them told me was they would check on the status and asked me not worry. It's been 8 weeks now. No clue of when my precious piano will be delivered. Really really frustrated. My order # is *******

  Business Response

  Date: 09/12/2022

  This order was booked on July 7th and the customer was told that pickup would be within the timeframe (by 7/30) which it was- with the delivery estimated to take approximately 4-5 weeks after pickup. Our normal timeframes are 3-4 weeks after pickup but because pianos require specialized care and handling, we have a certain crew needed to do these delicate moves so that does extend our timeframes based on the crews availability. Our Director of Operations has been working directly with the customer and the latest correspondence was as recent as this past Friday, 9/9- Please see below. We will be tracking the delivery and updating the customer accordingly. To add- the expedited service mentioned was for the pickup service (by 7/30) and was serviced within the timeframe- this was not an expedited delivery. We can never guarantee delivery dates based on our shipments being consolidated. We appreciate our customers patience as the shipment is en-route. 

  From: *********************** <******************>

  Sent: Friday, September 9, 2022 3:30 PM
  To: *************************** <*******************************************************************;; ******************************* <***************************************************************;
  Cc: Dutch ******* <*****************************>
  Subject: Re: Delivery Status - TSI # *******
  
  Thank you ******!
  Please let me know what you find.
  
  Regards,
  ****** 
  
  On Friday, September 9, 2022 at 06:45:43 AM PDT, ******************************* <******************************>wrote:
  
  
  ****** sorry about the delay on this shipment.  I will get in touch with dispatch right away and get some kind of update for you. Thanks for your patience.  
  
  Bob W**********
  Director of Operations
  TSI Inc. | 999 Old Eagle School Road | Wayne, PA 19087
  Phone: ************ | Direct: ************ | Fax: ************
  Email: *******@transitsystems.com
  

  Customer Answer

  Date: 10/19/2022

  As of today, 10/7, our piano has not delivered yet. 

  No one from the piano company contacted me even thoughTSI people told me so.  Really really frustrated.  I want my piano delivered.  Also, I want the company to compensate all the frustrations and stress I have had by the extended delay.

  
  

  It's just acceptable and ridiculous to have piano transported from Michigan to Washington longer than 3 months.

  
  

  Regards,

  ****** ***** 

  Business Response

  Date: 10/19/2022

  Our Director of Operations has been in contact with this customer and provided updates as to how the Pacific Northwest was very delayed. Pianos require a special team at pickup and delivery and do not follow our standard timeframes which we communicate at the booking process. Given the location and special crew, this shipment did take longer but we are happy to say the shipment arrived a few days ago to its destination in Edmonds, WA safely. We were in communication with Meilan who thanked us for our assistance. Below is the email from our customer re: delivery. For the delay and inconvenience we issued a gift card as a gesture of goodwill for her patience. Thank you.

  10/14/2022

  Hi Bob and the team, 
  
  I would like to let you know that finally our piano has just arrived 10 minutes ago. Thank you for all your assistance for the last few months. This is an extreme happy reunion for our family.
  
  Best,
  ******

• Initial Complaint

  Date:07/14/2022

  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.

  In July 2021 I hired Transit Systems Inc (TSI) for white glove service to move furniture and belongings, including a 7 foot tall mohogany 100 year old antique grandfather's clock, from New York to my residence in Austin, Texas. I paid for additional insurance (up to 15000.00 coverage for the clock specifically). The clock is a family heirloom and hired this company specifically for this white glove service which was documented in the original quote. Also on the invoice it states that movers were to remove/pack inner clock workings, which was not performed. The clock was crated, however, it arrived severely damaged. I immediately filed a claim, and sent photos of the damage, all documented in email. I hired a local clock repair ******** ****** to fix it, which they did, and I forwarded the invoice to TSI as they requested. After months of repeated requests for the status of my claim, yesterday, they told me my claim was denied and refunded me the cost of the additional insurance I purchased to cover this specific type of issue. I paid 7000.00 for the white glove move, and 800+ for the insurance, to ensure the careful handling and delivery of this clock, and now I have a permanently damaged heirloom, although functioning clock, with no reparation of loss. Also included in supporting documents is the email denying my claim. I want a full refund of the cost of the move, since they did NOT provide the service I paid for. Minimally I want the full refund of repair cost, of which I have attached the invoice *******.

  Business Response

  Date: 07/26/2022

  TSI has included our terms and conditions which were sent  and accepted by the customer which states that "Damaged shipments will not result in a refund." The clock was inspected at origin and crated by a third party. Once crated it was shipped by our long- distance carrier to its destination. The service which was paid for was provided. The parties who insured the shipment reviewed the claim and did not accept liability since it was PBO (crated prior to transport). Due to this, TSI refunded the cost of the policy since the claim was denied and credited the customer card on file. If the customer wants to dispute the claim he may send an email with supporting documentation to **@************** and we will forward to our partners for further review but TSI will not be refunding the shipping services. Thank you.

  Customer Answer

  Date: 08/05/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  
  

  The clock left the destination in perfect condition and arrived damaged.  What happens in between is totally the responsibility of TSI as they are the handler, agent, and coordinator of the move.  I did not select the crating people, nor the shipment handlers, TSI did. That makes them responsible. I paid for extra insurance for exactly this situation, and paid for white glove service, of which i received neither.  This is an underhanded and obviously sinister way to take peoples money.  Additionally, I have resceived no refund of the insurance as promised in the email from TSI. This is a terrible business that should not be allowed to operate
  

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

  Business Response

  Date: 08/17/2022

  
  

  
  

  I had been out of the office and I do see a complaint listed as unresolved and wanted to send over a response as the customer stated the refund was not processed. Attached is the screen shot which shows the refunded amount from 7/14 of $864.50 back to the customer card on file.

   

   

  Thank you,

   

  
  

• Initial Complaint

  Date:06/18/2022

  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.

  When the movers came to pick up, they offered to help take a couple large items to the trash room down the hall on the same floor. I waited for them to come back form loading dock to fulfill what they promised to do only to find out they had just left. Never said they were leaving and they stuck me with items I could not move on my own. I had to hire additional movers last minute. As they were moving my items during the pick up, they managed to crush a couple boxes before they even got to the elevator to bring it to the loading dock. On delivery, a couple boxes were dropped. They said they would cover my furniture with blankets. This was never done. My very nice deck chair is now indented and scratched all over. The move date itself was pushed back 4 days and the movers were three hours late. They weren't even planning on parking the truck in the loading dock, they were planning on moving my things down the street to the truck. I'm happy I pushed them to park in the loading dock as my boxes were crushed before the even left my floor. When I called the business to tell them what had happened during the pick up, they had no interest in helping. Paid over $3K for a handful of items and by far the worst move I have ever had.

  Business Response

  Date: 06/27/2022

  TSI is aware of this issue and had explained to our customer when the delivery took place that the removal of trash is not part of our service. Our team picks up and delivers inside the residence- items are blanket wrapped and prepared for transit and removed on the truck prior to unloading. With regards to timing, it is common for delays to occur especially if the prior move took longer than anticipated which is impossible to know in advance. We were not aware of any damaged items but will file a claim for the inconvenience the customer experienced for the desk chair. The customer did not purchase additional coverage which means her policy would be considered limited liability coverage which is .60/lb @35lbs or $21. We will credit the card on file for this amount. In addition we can offer a $100 service credit for the inconvenience to the customer however we will not be refunding the customer for shipping charges as the services booked were provided. Attached is our terms and conditions which were sent and accepted by the customer at booking which outline our services.

  Business Response

  Date: 08/10/2022

  Our response to this rejection is the same as previously stated. This service (trash removal) is not part of our service. TSI has spoken with our partner several times on this issue and they assured us the shipment was handled correctly. This customer has questioned our service as well as our billing procedures even though this has all been spelled out by our sales representative to her at booking. TSI will not be offering any additional compensation other than what we offered previously as a goodwill gesture. Attached are our terms and conditions which were sent and accepted by the customer. 

  Customer Answer

  Date: 08/11/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  For the same reasons I rejected previously. Your staff messed up. Take responsibility. I am more than happy to accept the total offered before but in a refund, not a credit. I will never be using this service again. And besides I'm moving to Europe and you do not service there. $121 is a drop in the bucket you. Just refund and take responsibility. 
  
  Regards,
  
  ***************************