Complaints

This profile includes complaints for Condor Moving Systems's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Condor Moving Systems

  1601 E Lamar Blvd Ste 208 Arlington, TX 76011-4464

• 

  Condor Moving Systems

  711 W Hurst Blvd Hurst, TX 76053-7605

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:01/13/2025

  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.

  Movers move me from ***** to ** picked up my things all went well. The move was terrible they broke my things, the head driver drop off person I was rude and offensive to my sister and I. He made negativr and curse comments. Hr damage my mattress and kept it because it was dirty and damage for us to bring in the house. I have photos and videos.Contacted the Manager Emit which ensured me everything will be taken care of and mow we are in ******* 2025 he has done nothing but give me the run around and promised to make sure he reinburse me for my mattress and thag he sent to accountant department he has been avoiding ever since and giving excuses when he does talk. I spend my money on credit card expecting them tp give back and I dont want any interest. A

  Business Response

  Date: 01/27/2025

  Client was reimbursed $200 for damage

• Initial Complaint

  Date:11/22/2024

  Type:Order 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 requested a quote from Condor Moving Company for a future move. Upon reading very poor reviews about unethical practices we decided not to hire them for our move. We never agreed verbally or signed a contract but they still made an unauthorized charge on our credit card. We have in writing from both employees and the owner Amit *** (who says hes a man of his word) that they will reimburse, and the only reason for the delay is that their business is so bad. No surprise ! Theyre now refusing to reimburse what is now a fraudulent charge. They are a deceitful and dishonest company . We will be filing a lawsuit and will win, as they admitted in writing their own wrong doing. BEWARE of this company if you are needing moving services .

  Business Response

  Date: 11/22/2024

  case going to small claims court condor will not provide further statements then this! 

  Mr. ******* L. *********:
  At the time of scheduling your move, you provided your card details and were informed that deposits are non-refundable, as clearly stated in the contract. After booking, you decided to cancel your move and were informed that we would not be refunding your deposit. You then attempted to dispute the charge with merchant services but lost that dispute.
  
  Your review is false and misleading. Our agent booked your move over the phone and had no means to fraudulently charge your card. The credit card billing information and CVV code could only have been accessed if you provided that information yourself. Fraud involves the theft of your personal information, which is not the case in this situation.

  
  

• Initial Complaint

  Date:11/06/2024

  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.

  On Thursday October 24th, 2024, Condor Moving System was scheduled to facilitate our move. The total amount we paid was $13,833 for them to move us from *******, ***** to ****************, ********. I was home the entire day of the move. I let the movers know where in the home I would be, as well as where my fiance would be if they had any questions or needed anything from us.After around 4 hours of them moving, my fiance went to run errands. When she got back, she noticed that our entire garage and driveway was flooded. She went to look, and saw that the washing machine hot water valve was pouring water and had been disconnected by one of the movers. The movers put a bucket under the streaming water, but apparently never emptied the bucket. They also never notified either of us that there was a leak. I went outside and the mover said verbatim I know Im not supposed to unhook the washer, but it looked easy so I did it. My fiance immediately went to the hardware store to get a hose to reroute the water.I went into the primary bedroom and noticed that our hardwood floors were flooded. There was water under the flooring, and splashed up with every step I took (I have video documentation). We called the owner of Condor and he refused to take our calls. We immediately called a plumber to come out, stop the leak, and assess the damages.The plumber stated that the flooding happened due to the valve being broken when it was disconnected, and because the water was running for so long.The owner of the company, at first, said he wasnt going to pay for anything. Then he said he would pay for the after-hours plumbing as well what we were quoted for the clean up, but nothing more. We refused, because the damage was extensive and they are liable for the damage they caused.The owner told the restoration company he would be paying for damages. Now, the owner is refusing to pay for any of the damages or reimbursement for what we already had to pay out.

  Business Response

  Date: 12/02/2024

  Client has been in contact with company. Below is our latest correspondence.

   

  Nisrine,
  
  
  I am not sure what other parties are supporting Ediths new version of events. However, we will be seeking legal representation to resolve this matter.
  
  
  Sincerely,
  
  
  ******* Ashworth 
  
  Sent from my iPhone
  
  On Nov 5, 2024, at 2:07?PM, ******* ***** <********************************************************> wrote:
  
  
  ?Ms. *********
  
  
  After reviewing everything, I must inform you that Condor cannot assume liability for this claim. This determination is based on the evidence sent to me from all parties involved. Both employees present indicated that ***** reported a minor drip, not a significant flow of water. The situation intensified only when the homeowners attempted to stop the drip, which inadvertently worsened it.
  
  
  The photos clearly show that the faucet appears to be aged, and, unfortunately, older plumbing can sometimes fail unexpectedly. I am confident that ***** did not cause this issue. Disconnecting the washer simply involves unscrewing one hose and turning off the faucet, a straightforward process. ***** went above and beyond by helping disconnect the washer as a gesture of goodwill, even though it was outside her standard duties. If the water had been shut off when reported the drip, this situation would have been avoided.
  
  
  I understand that this has been a difficult situation, and Im truly sorry that youre going through this.  
  
  
  
  
  <Outlook-we0fpzoz.png> Best Regards,
  
  ******* *****
  Partner/Director
  
  
  Toll Free: ***************** Ext. 203 | Local: ***********************
  ****************************
  ********************************************************
  
  Moving Anyone Anywhere!
  
  
  
  
  
  From: ******* ******** <****************************>
  Sent: Monday, November 4, 2024 5:50 PM
  To: ******* ***** <********************************************************>
  Cc: ****** ******** <*******************************************************************************************>; ***** ***** <************************************************************************************>; Dispatch Team <*********************************************************>; ************************************************ <************************************************>; ****** ***** <*********************************************>
  Subject: Re: Water Claim Condor Moving Systems
  
  The plumber has his own videos of water in the master. Here is what we took originally.
  
  
  
  
  
  
  Miranda 
  
  Sent from my iPhone
  
  On Nov 4, 2024, at 4:37?PM, ******* ***** <********************************************************> wrote:
  
  
  ?******** 
  
  
  Do you have video or pictures showing the water in the master?   
  
  
  
  
  
  
  <Outlook-ma5fosol.png> Best Regards,
  
  ******* *****
  Partner/Director
  
  
  Toll Free: ***************** Ext. 203 | Local: ***********************
  ****************************
  ********************************************************
  
  Moving Anyone Anywhere!
  
  
  
  
  
  
  
  From: ******* ******** <****************************>
  Sent: Monday, November 4, 2024 5:16 PM
  To: ******* ***** <********************************************************>
  Cc: ****** ******** <*******************************************************************************************>; ***** ***** <************************************************************************************>; Dispatch Team <*********************************************************>; ************************************************ <************************************************>; ****** ***** <*********************************************>
  Subject: Re: Water Claim Condor Moving Systems
  
  I took the video of what I walked up on/ discovered myself. I shut the water off less than 10 minutes of discovering this.
  Sent from my iPhone
  
  
  On Nov 4, 2024, at 4:12?PM, ******* ***** <********************************************************> wrote:
  
  
  
  Thanks for sharing,  if that was the water when you first got there how at what point did you shut the water off? I'm trying to understand at what point you got involved to stop the water.  
  
  
  Thanks for your cooperation and patience in finding resolution on this matter.
  
  
  
  
  
  
  <Outlook-plwcgf43.png> Best Regards,
  
  ******* *****
  Partner/Director
  
  
  Toll Free: ***************** Ext. 203 | Local: ***********************
  ****************************
  ********************************************************
  
  Moving Anyone Anywhere!
  
  
  
  
  
  From: ******* ******** <****************************>
  Sent: Monday, November 4, 2024 5:04 PM
  To: ******* ***** <********************************************************>
  Cc: ****** ******** <*******************************************************************************************>; ***** ***** <************************************************************************************>; Dispatch Team <*********************************************************>; ************************************************ <************************************************>; ****** ***** <*********************************************>
  Subject: Re: Water Claim Condor Moving Systems
  
  This is the video I took the moment I noticed any issue.
  
  
  Sent from my iPhone
  
  
  On Nov 4, 2024, at 3:55?PM, ******* ***** <********************************************************> wrote:
  
  
  
  Ms. ********* 
  
  
  Do you have a picture or video of the water when you first noticed the water?   
  
  
  
  
  
  
  <Outlook-qc0xe4wh.png> Best Regards,
  
  ******* *****
  Partner/Director
  
  
  Toll Free: ***************** Ext. 203 | Local: ***********************
  ****************************
  ********************************************************
  
  Moving Anyone Anywhere!
  
  
  
  
  
  
  
  From: ******* ******** <****************************>
  Sent: Monday, November 4, 2024 12:49 PM
  To: ******* ***** <********************************************************>
  Cc: ****** ******** <*******************************************************************************************>; ***** ***** <************************************************************************************>; Dispatch Team <*********************************************************>; ************************************************ <************************************************>; ****** ***** <*********************************************>
  Subject: Re: Water Claim Condor Moving Systems
  
  Hi Nisrine, 
  
  
  ****** was not in the cab the entire time. He witnessed the conversations with the ***** about the damage and how long the move was taking - we have photos and videos to support this. He actually had to advise her multiple times about how to complete the final paperwork for the pick-up. Additionally, he witnessed the conversation at the end of the night where **** was on speaker phone on ******* phone. 
  
  
  ***** and ***** are correct - the woman in the black leggings is my fianc, ****** who was home the entire time, yet they did not inform her of the leak or overflowing bucket at all, much less immediately. I immediately attempted to fix the spewing water after I returned home to find water pouring out of our garage. I was actually in the process of stopping the water when ***** - as she was walking by - even acknowledged "oh yea, I forgot to tell you, you have a little leak." At this point the bucket had been overflowing long enough for water to be pooling in our garage, and in our master bedroom. I quickly shut off the water and rerouted the hose to the return pipe to prevent further water accumulating. THEN, I went to get rubber gloves from inside the house to begin cleaning up all of the saturated garbage in the garage. The drip was not minimal, and I have video that supports that. Additionally, the claim that we were informed within 5 minutes is a flat out lie. We were not informed we found it. And, if the drip was so minimal, then how was the bucket overflowing? Either the water was flowing a lot more than a drip, or it had been running for a lot longer than 5 minutes, or even more likely - both are true - which supports our version of events a lot more than the changing stories of ***** and *****. 
  
  
  ***** admitted that night that she should have told us and that she shouldn't have disconnected the washer at all, but again "it looked easy." The fact that damage occurred due to the fact that 1. she removed the hose when she shouldn't have 2. She did not notify us AT ALL 3. She placed a bucket there and allowed it to overflow into our home is infuriating enough. However, the fact that now they are lying about the chain of events despite having admitted to being responsible on-site and that you all continue to point to the fact that the house is old is gaslighting and downright insulting. 
  
  
  The plumber stated, "someone twisted the shut off valve too hard and broke the stem on the hot water side." The fact that we did not have water coming out of that valve or pouring into our garage prior to the moment the washing machine was disconnected indicates that the damage occurred when it was disconnected. However, even if you all would like to continue to argue that the "house is old" so, maybe the valve was already faulty -- what we do know for a fact is water was not on the ground or in our house until the machine was disconnected - something everyone has acknowledged ***** shouldn't have done. Additionally, had she told anyone immediately, we could have stopped the running water immediately and the flooding - which is the ultimate cause of damage to our home - would have never occurred. ***** is responsible for unhooking the machine, ***** is responsible for placing the bucket there, ***** is responsible for not informing the homeowners there was running water as a result of her actions and allowing the water to continue to run into an overflowing bucket - makes ***** responsible for the flooding in our garage and master bedroom. 
  
  
  To be clear, I installed the black hose after I FOUND the bucket overflowing, water was pouring out of our garage, pooling at the wall, and was seeping up through the floors when I FOUND the running water. We have made clear someone was home the entire time. They did not notify anyone immediately. I took immediate action when I FOUND it and the water had already been running long enough to make it through the wall and running out of the garage. 
  
  
  Again, the fact that anyone from your company is denying fault at this point is gaslighting, insulting, a horrible business practice, and honestly feels a bit criminal. **** acknowledged on the phone "mistakes were made" and that he wasn't "saying that the damage will not be taken care of." He said all of this when he offered the $1600 which we declined, again because we said we think the damage may cost more. Why would any business owner offer us that much money if they believed they were not at fault? You suggesting he was trying to prevent it from escalating further is probably the more accurate statement.
  
  
  He acknowledged on the phone with four other people listening to the conversation that 1. ***** should not have disconnected the washer. 2. She should have notified us immediately. 3. He called her out for not presenting the full story when she called him initially. 4. That damage occurred because of actions taken by his crew. The only disagreement at that point was what amount of money would remedy the issue. So, again - the fact this company has done a complete 180 on who was at fault and is now dragging us through further emotional and mental anguish by trying to place the blame on us and the age of our house is abhorrent. We will be reporting all of this to Department of Transportation - ******************************************** Better Business Bureau, and the Federal Trade Commision. 
  
  
  Sincerely, 
  
  
  ******* Ashworth 
  
  
  
  
  On Oct 30, 2024, at 5:39 PM, ******* ***** <********************************************************> wrote:
  
  
  
  
  Hi Miranda,
  
  
  I spoke with the driver ******** and he stated that he did not see any of the events as he was sitting in his cab during the duration of the loading as he is the 18-******* driver not  but acknowledged that you spoke with him and showed him the water as he does acknowledge the water being present but cannot tell us when or how! 
  
  
  ******* helper ***** stated the lady in the black leggings and orange shirt never left the house she was present during the entire duration of the move.   The lady in the shorts was the lady who was attempting to fix the pipe initially.  ***** states he witnessed the woman with the shorts leave the house then return with gloves. When she returned both ladies were attempting to work on the faucet/pipe and that is when the water situation went out of control.  ***** states when the washer was moved by the crew the drip was minimal it was from the k*** and the client was told within 5 minutes of the washer being moved but when the ladies started messing with the pipes that worsened the situation.
  
  
  I spoke with ***** again ands chain of events is exactly what I had previously mentioned besides my misunderstanding of who put the bucket at the faucet which was *****.  ***** states that lady wearing the shorts was the lady she told of the water leak I am assuming that is Ms. ********************************* it's clear that the faucet was faulty and old as shown in the pictures of the plumbing is old.  
  
  
  Has a plumber stated that damage was caused by the disconnection?  Please understand I wasn't present, but I have to questioned everyone involved to get to the most accurate story of what happened.  If you and your fianc/wife were not present who installed the black hose?  **** offered a the $1,600.00 not as admittance of fault, he was trying to solve the problem right then so things did not escalate further.
  
  
  Look forward to hearing from you.
  
  
  
  
  
  
  
  Best Regards,
  
  ******* *****
  Partner/Director
  Toll Free: ***************** Ext. 203 | Local: ***********************
  ****************************
  ********************************************************
  
  Moving Anyone Anywhere!
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  From: ******* ***** <********************************************************>
  Sent: Wednesday, October 30, 2024 12:23 PM
  To: ******* ******** <****************************>
  Cc: ****** ******** <*******************************************************************************************>; ***** ***** <************************************************************************************>; Dispatch Team <*********************************************************>; ************************************************ <************************************************>
  Subject: Re: Water Claim Condor Moving Systems
  
  Hi ********
  
  
  Thanks for the response.  I'm going to speak with ***** and the other crew members again give me until tomorrow to get back to you. 
  
  
  
  
  
  
  <Outlook-plhp2sy1.png> Best Regards,
  
  ******* *****
  Partner/Director
  Toll Free: ***************** Ext. 203 | Local: ***********************
  ****************************
  ********************************************************
  
  Moving Anyone Anywhere!
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  From: ******* ******** <****************************>
  Sent: Wednesday, October 30, 2024 11:45 AM
  To: ******* ***** <********************************************************>
  Cc: ****** ******** <*******************************************************************************************>; ***** ***** <************************************************************************************>; Dispatch Team <*********************************************************>; ************************************************ <************************************************>
  Subject: Re: Water Claim Condor Moving Systems
  
  Hello Nisrine, 
  
  
  Thank you for your email and willingness to correspond on this matter since it has been extremely difficult to get in contact with Condor throughout this entire ordeal. I do take issue with the fact that you are suggesting I "recall" details of the event where our home was flooded that are factually inaccurate. Since you were not there, and may have been misled by Ms. ******** let me provide the details of how this event unfolded on 10/25/2024.
  
  
  My fiance` was at home the entire time - most of the time she was either in the backyard with our dogs or upstairs with our cats. I went to run errands and pick up food that took approximately two hours. When I came home, there was water pouring out of our driveway. I walked into the garage and found the bucket you have a picture of below overflowing and pouring out of our garage. I immediately went over to see if the water had just not been shut off at the hose. Ms. ******* and her coworker both walked past me multiple times trying to stop the flooding and eventually, Ms. ******* said "oh yea, I forgot to tell you, you have a little leak." She told me that she put the bucket there, but not only did she not inform me immediately, she did not inform anyone at all until we noticed the flooding. I then immediately shut off the main line and found a hose to reroute the water, which I would have done if I would have been informed immediately, but I wasn't. As I was trying to get the water out of the garage, my wife noticed that water was pooling under the floors in our master bedroom. We notified Interstate immediately and we called an emergency plumber to confirm that the flooding was a result of the disconnection and overflowing bucket of water. A plumber also confirmed that the shut off valve was broken upon the disconnection. The plumber recommended we call a restoration company immediately because of the water that had accumulated against the wall and under our floors put us at risk for mold growth withing 24 hours. We took this precaution as well.
  
  
  Upon payment, I spoke with Emit, the owner who, was on speaker phone on Ms. ********* phone. He asked what happened and I described the incident and he asked Ms. ******* if she understood that the version of events she presented him were different than what I was saying and she said yes. He also asked her if she understood that we should have been notified immediately, that a bucket was not sufficient and that the main line needed to be shut off. She responded yes to this as well. He then offered us $1,600 for the damages which indicates acknowledgment of fault, however we refused to accept that amount because we would not know the full price of the damages until our home was fully dry. Additionally, upon signing the paperwork, Ms. ******* repeatedly apologized and said she was sorry for not telling us sooner, and for unhooking the washing machine at all. She said she chose to go ahead and do it herself because "it looked easy."
  
  
  Given this information, the fact that you are suggesting I was negligent adds insult to injury. Ms. ******* admitted responsibility on site. Further, not only was she responsible for breaking the valve and the overflowing bucket, but we were also never informed the water was running - I found it and immediately took action. Any reasonable person would assume that as a homeowner, I would not stand ideally by while knowing water is pouring into our home. Additionally, the driver of the truck who is with a different company witnessed the unfolding of events and the conversations that took place with Ms. ******* and with Emit and can corroborate the details of this event. 
  
  
  Please let me know if you have any further questions. 
  
  
  Sincerely, 
  
  
  ******* Ashworth 
  
  
  
  
  
  
  On Oct 30, 2024, at 9:01 AM, ******* ***** <********************************************************> wrote:
  
  
  
  
  Dear Ms. *********
  
  
  I wanted to take a moment to address a matter related to your washer disconnection during the move on 10/25/24, led by our crew leader, ***** *******. As you may recall, during the disconnection of your washer, ***** immediately noticed a slight drip from the water connection point. She promptly informed you of the situation, and you took action by placing a bucket to collect the water and attaching a hose from the faucet to the washers drip line which pictures have been attached for your reference.
  It is important to note that while ***** brought this to your attention, she did not tamper with or make any adjustments to your homes water pipes beyond the disconnection of the washer. The faucet and water drip were handled by yourself as the homeowner present at the time. As observed by *****, you worked with the faucet, and any potential water issues seem to be possibly due to preexisting plumbing conditions, not from any actions taken by our crew.
  As you were present and aware of the water drip, we trust that any necessary precautions, such as shutting off the water main, would have been taken by you, the "homeowner" present at the entire time of the move. You as the homeowner were negligent to shut the water off knowing there was a potential problem you were dealing with and tried to pass liability off to our crew. Therefore, Condor Moving Systems assumes no liability for any damages or further issues related to this plumbing matter, as the crew did not cause or exacerbate the water situation.
  If you have any further questions or concerns, please feel free to reach out to me directly via email for documentation purposes as I will need proof of my correspondence with you.  
  
  
  
  Best Regards,
  
  ******* *****
  Partner/Director
  
  Toll Free: ***************** Ext. 203 | Local: *********************
  ****************************
  ********************************************************
  
  Moving Anyone Anywhere!
  
  
  
  
  
  
  
  <Image.jpeg><image0.jpeg><image1.jpeg><Video.mov>
  
  
  
  
  
  

• Initial Complaint

  Date:05/30/2024

  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.

  We contacted Condor to move our 4 bedroom home from *********************************** in **************** to ***************************************************************************************************. We spent over 2 hours with Condor at our home going over every room and storage building taking a detail inventory of how much it would cost. ****** and owner **** agreed on $9,500 and put in the contract not to exceed. Day of moving workers got stuck in the yard of which my husband had to push the car out, damage to door facing, floors torn with moving. I received a call from Amid when I was in ******* Alabama that I had added more than the original estimate (which was a total lie) and that he was only bring a half load and wanted $6K more to pick up the remaining items. "F" bombs were being thrown around with Condor Supervisor and owner during this process in front of my autistic child which kept hm upset. I had explained to owner before execution of the contract I was having major surgery a couple of weeks before hand and needed this move to be as stress free as possible. When truck arrived in *******, my *********** was threatened with storage fee's, motel cost if I didn't have cash or cashier's check of which I had to drive over 1 hr to my banking establishment to obtain. 8 works packed the truck only 2 works unloaded which took a whole day with all the profanity with ****** the Supervisor/Drive of the Condor truck and with owner ****. Contract had a do not exceed clause added to prevent this very thing. To avoid litigation, I ask Condor to refund $6,800K for the experience, inconvenience & damages to my home that is being put up for sale.

  Business Response

  Date: 06/20/2024

  Our records indicate that we conducted a thorough assessment of the customer's belongings and provided a detailed estimate based on the information given at that time, including a "not to exceed" clause based on the initial inventory. However, significant additional items during the move necessitated a reassessment of the cost. The additional charges were due to the discrepancy between the initial estimate and the actual volume of items moved.

  We acknowledge the employees car getting stuck due to roads not being paved and encountered difficulties on the property and regret any inconvenience caused, appreciating the customer's assistance in resolving the issue. We take claims of property damage seriously and have procedures to address them, though we did not receive a formal report of damages until this complaint. We encourage the customer to file a claim at ****************************/resource-center/file-a-claim/. 

  We apologize if any inappropriate language used by our staff, as this behavior is unacceptable and does not reflect our company values and have addressed this with the crew. . The payment terms requiring a cashier's check or cash payment are standard to ensure timely payment and avoid disputes, though we understand this may have caused inconvenience.

  We strive to provide excellent service and address customer concerns promptly. In this case, after thorough review, we confirm that the services were rendered according to the terms of the contract. Despite the challenges encountered, our team worked diligently to complete the move. Therefore, we regret to inform you that a refund will not be issued. We appreciate your understanding and cooperation.

  Condor Moving Systems

• Initial Complaint

  Date:01/23/2024

  Type:Product 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.

  Condor moved us from ****** ** to ******* **. They openly lied about providing a direct point to point move, about having the same crew load and unload the truck, about English speaking crews and about the pricing structure. Our move was anything but smooth, lost and broken items etc. The moving industry does not favor the consumer, as the extent of effort required to meet the standard set forth by them to get an item replaced is ridiculous. I voiced numerous complaints with them only to get ignored for the most part. In October, they promised via *********** me $468 for my troubles ( far, far less than what we should get). I have been calling and emailing them since the beginning of December of 2023 asking where my $468 is. On the rare occasion the customer service rep *********************** answers her phone, she directs me to the accounting where the person who is supposed to send me check is. That person will not answer the phone, nor will they return my calls or emails. I need your help to get this issue resolved.

  Business Response

  Date: 02/05/2024

  Dear *****************,
  
  
  
  

  1. Point-to-point move: We aim to provide point-to-point moves whenever possible, but due to logistical constraints or unforeseen circumstances, there may be instances where a transfer is necessary. Our goal is to ensure the safe and timely delivery of your belongings.
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:11/01/2023

  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.

  They delivered damaged furniture. And their response was an insult. Then they block your email and dont respond to calls. My bed set cost more than the delivery. $288 is an insult. That doesnt even cover repairs which repairs would make it look even worse

  Business Response

  Date: 12/01/2023

  Dear ***************************** *****************************, We sincerely apologize for the inconvenience caused by the loss or damage that occurred during your recent move. At Condor, we continuously strive to minimize such incidents. However, despite our efforts, unfortunate circumstances may arise. For a long-distance move, please note that you have a period of 9 months from the date of delivery to submit your claim, while for a local move, the timeframe is 90 days from the date of delivery.
  To process your claim efficiently, we kindly request the following information:
  1. A copy of your move documents, including the bill of lading and inventory sheets.
  2. Pictures of the damaged items.
  3. If your shipment was covered under Full Value Protection, please provide a repair estimate for the damaged items, along with proof of purchase receipts for any missing items.
  *Please refrain from discarding any damaged items until the claims process has been completed.
   
  Once your claim is received, an acknowledgement letter will be sent to you via the ************* ************** within 30 days. Subsequently, a claims adjuster will review your claim and send you a settlement letter outlining their findings. In the case of a monetary settlement, you will be required to sign and notarize a release form, which should be mailed back to the claims department. Following receipt of the signed release form, a settlement check will be issued within 30 days.
  If your claim pertains to property damage at the pickup or delivery location, please submit a repair estimate and photos of the property damage through the comments section of the website linked below. Please ensure that the photos are added in the items section above the comments section.
  We apologize once again for the inconvenience caused and assure you that we will handle your claim promptly and professionally. Should you require any further assistance or clarification, please do not hesitate to contact our claims department. Thank you for your understanding and cooperation throughout this process

  Customer Answer

  Date: 12/01/2023

  Complaint: 20809671
  
  I am rejecting this response because: I did the whole claim process and I was given a $222 credit for the inconvenience. Absolutely not. My dresser alone was valued over 1k. This wasnt cheap furniture. You guys hired amateur delivery drivers. That is not my fault. They damaged my furniture and my house. I want more 
  
  Regards,
  
  *****************************

  Business Response

  Date: 12/01/2023

  If for some reason you are not satisfied with the settlement for lost or damages or were denied or you wish to dispute any freight charges that were billed/sent to you after delivery you have an alternative course of action through our dispute resolution or arbitration process. The process is simple
  You may request arbitration (dispute resolution) after you have received a claim offer or denial by contacting ***************** ****************** and requesting that an arbitration initiation form be sent to you. You may request the form by calling or emailing our arbitration administration organization:
  ********************************
   *************
   *************************************
  ********************************************************************************
  ************* ****************** website: www.usmoving.org

  Customer Answer

  Date: 12/01/2023

  Complaint: 20809671
  
  I am rejecting this response because:or take fault for your mistake and misjudgment of movers and reimburse me. Im too busy to be fighting something as simple as you taking care of your actions 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:10/16/2023

  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.

  We hired Condor Moving Systems to move out household goods from ****** ** to ******** **. They did about $10,000 in damage to our goods. When I filed the claim against them they offer $1,300 as a settlement and totally ignored the many issues raised in our claim. All of the boxes with pictures were not packed properly...they just threw pictures etc into boxes and didn't individually wrap any of the pictures. Also the wardrode boxes didn't have the metal rod in them..they just threw all the clothes into boxes as well as shoes. They also made no annotations on the inventory sheets! I have uploaded just a few of the pictures to give you a feel for what was done.

  Business Response

  Date: 11/06/2023

  *************************,
  
  We understand you might have questions regarding the settlement you received from ***********************. If you need any clarification regarding the claim adjuster's settlement, please email ************************ at ********************* & ********************************** In the subject line, please reference your order number and state your questions in writing. Please note that Condor Moving Systems does not handle claims directly, so our ability to provide specific information about how a settlement was derived is limited unless we contact Anthem. However, the settlement letter you received should have provided an explanation of the settlement process.
  
  In the event that you disagree with the claim adjuster's findings, you have the option to file for arbitration. According to mandatory regulations set forth by the ******************************************** all moving companies are required to participate in third-party arbitration processes. This ensures a fair resolution in situations like this. For more detailed information on how to file for arbitration, please visit the following link:
  
  ****************************************************************************

  Condor Moving Systems

  Customer Answer

  Date: 11/07/2023

  Complaint: 20733904
  
  I am rejecting this response because: I want a settlement that is fair. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:08/30/2023

  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 Condor Moving Systems for an interstate move. Belongings were picked up Nov 8, 2022, delivered Nov 24, 2022. All the heavily damaged items were packed by the carrier after they made me pay extra for the packing. Many items were damaged or destroyed in shipment. I filed a claim with repair/replacement costs on Feb 1, 2023; the issues still remain unresolved. The damages claim is with Condor's insurance agent, ***********************. On March 3, 2023, they asked for more information which I submitted on March 18. It has now been seven months waiting, sending unanswered emails and a registered letter asking why the long delays. They eventually asked for more information on estimates which I sent on Aug 8, 2023. I still have NO response and further delays in getting resolution. The damaged furniture was irreplaceable inlaid mother-of-****** a dining room table, a chest of drawers and many broken pieces of ******** Repair and replacement costs total $7,050.00.My request to you is to see why the furniture was excessively damaged, and to honor their contract stating, "pay for cost of repairs or replace the article with an article of like kind" without further delay.

  Business Response

  Date: 01/11/2024

  In light of the ongoing legal proceedings associated with this particular case, we find ourselves in the unfortunate position of being unable to provide any comments or details pertaining to the situation. It's essential to note that Transguard, our dedicated insurance provider, has assumed the responsibility for managing this specific claim. Consequently, we kindly request that any further inquiries or concerns you may have be directed to them.
  
  We genuinely appreciate your patience and understanding throughout this process. We understand that such situations can be challenging, and your cooperation and support are immensely valued as we work through these legal matters. If you have any questions or require additional information, please do not hesitate to reach out to Transguard, who will be more than willing to assist you further. Thank you for your understanding and cooperation during this time.

  Customer Answer

  Date: 01/12/2024

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