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:06/18/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Moving was on June *******. I found the moving company online. And they advertised $95 per hour with 2 labor, truck included and travel time charge was $95 per hour and $69 fuel surcharge. And pay after work done. So I said ok. And I asked him how much total cost for 4 hours with the total cost so I can have some idea. So he said $516 and with the discount it was $500 so I agreed. We schedule for the service. So the contractor came and make me sign with the information above and one change was truck cleaning fee so he remove that and then I sign. After loading almost 75% of my stuff trailer was full so I asked him so coming back to load again and said yes no space. So we headed to new house to unload. Thet reached home after half hour, and told me I have to pay before unloading. I said, what? We agreed during talk that i will pay after done. But the contractor said it can't do anything, the company said do not unload untill get paid. So I am stuck they hostile mh stuffs so I said ok how much. They gave me price $1958. I said what are you talking about. Hours is not the problem that what I was agreeing. More hours is ok but the material charge they add almost $1100. And they added material charge after I sign the agreement before start loading. This is not acceptable to add some items after sign the contract without notifying and without my agreement. I have those paperwork before loading and before unloading. This is illegal to do. I need refund and I need them to get warning doing like this. The contractors are the people they hire to do my job from ******. The contractor was feeling bad too but couldn't do anything because they bind by the contract with the company. After paying to unload they said this money for only this load. I need to sign another contract with someone else to move other day. My time will be done by 5pm contractor said. I paid them around 2pm. Illegal to add items after sign that I know. I need refund for those items added later.

  Business Response

  Date: 06/18/2025

  We appreciate the opportunity to address the concerns raised by this customer regarding their move on June 15, 2025.
  
  After a thorough review of all records, including emails, text message correspondence, signed agreements, and supporting photos, we would like to provide the following clarification:
   1. Clear Communication of Terms
  Prior to the move, the customer received approximately ten separate email communications from our company. These emails clearly outlined our rates, travel time, fuel surcharge, and the conditions under which packing materials would be charged if used during the move. Additionally, in our text message conversations (screenshots of which are attached), the customer was informed no fewer than five times about the extra material charges.
   2. On-Site Agreement
  Upon arrival at the pickup location, our ******* thoroughly explained the terms again, including labor rates, travel time, fuel surcharge, potential packing material charges, and payment terms. The customer signed the service agreement confirming acceptance of these terms. A photo of the signed contract alongside the customers drivers license was taken before any work began.
   3. Second Trip Offer
  Due to the volume of belongings exceeding the capacity of the truck, our team offered to complete a second trip and offered a discount for this additional service. The customer declined to proceed after refusing to pay for the additional work hours required.
   4. Payment Requirement
  The customer was notified both in writing and verbally that payment is required prior to unloading at the destination. This policy was clearly communicated in advance and accepted by the customer as part of the signed agreement.
   5. Supporting Documentation
  We have attached:
    Screenshots of the text message conversations that detail the terms, including packing material charges and payment procedures.
    A copy of the confirmation page sent to the customer before the move, summarizing the agreed-upon terms.
  Conclusion
  All charges applied were consistent with the terms disclosed in writing and accepted by the customer prior to the move. The packing material charges were necessary for the safe transport of the customers belongings and were used in accordance with the signed agreement.
  We respectfully decline the request for a refund, as all services and charges were properly disclosed, documented, and authorized. We remain available to provide BBB with any additional documentation if needed.
  
  Sincerely,
  Moving Specialist US Texas

  Customer Answer

  Date: 06/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  No one explains nothing , all lies. My question is who give you them right to add items after agreeing for services. Did not offer anything for the extended hours or anything. Just asked me to pay what is added after my signing contract. Added all those material cost without my concent and without notifying me. If it is going to cost that much I would have canceled it. No one have too much money to just waste like that. 

  Response was irresponsible that's it. Hung up on me when I was trying to get some answers and now saying explained everything. All lies. Once contract execution you can't add anything more. I am asking BBB to look at the contract and tell me if I am wrong. It is not there responsibilities to explain the cost before using it? I would have denied that wrap myself. Still my question is who gave right to add items after signing the contract? They could have added anything and ask me to pay. This is not acceptable. 

  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   

  
  

• Initial Complaint

  Date:05/09/2025

  Type:Product 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.

  Movers completed moving my property. The driver failed to sign and date contract. Owner is rude. I feel like I was taken advantage of. Price was jacked from 354. to 876. I had to go to ATM to get money. Owner argued with me over the phone for 45 minutes. I paid for that time as well as 30 min to go to ATM.The owner was aware of the size of the storage unit and the size 9f my apt. 4 hours for a 1 bedroom. 30 min drive...I was charged 1.5 hours. I have texted about getting a sign delivery receipt with no response. Can't submit to **** without a date and signature. I am 72 yrs old and disabled. I'm also American. They were Russian. If I can get reimbursement from **** because of the driver not signing..I feel I should be reimbursed.

  Business Response

  Date: 06/03/2025

  Dear ******* ******* ****, 
  
  Thank you for reaching out. Were truly sorry to hear that you were dissatisfied with your recent moving experience, and we appreciate the opportunity to address your concerns.
  First and foremost, regarding the signed and dated delivery receiptplease note that all receipts and signed documents are always available in your personal client portal. However, we completely understand your need for quick access for FEMA purposes, so we will also send the signed delivery receipt to your email shortly.
  In regard to the price difference, we would like to clarify that the initial estimate of $354 was based on the standard hourly rate and the expected duration of the move, as discussed. However, the final cost reflected the actual time spent on the job.
  We understand how frustrating this may feel, and we sincerely regret that our communication during the move did not meet your expectations. Our goal is always to provide transparent, fair service, and we value all of our customers equally, regardless of background or personal circumstances.
  If there was a misunderstanding regarding the size of the apartment or the storage unit, we apologize for the inconvenience. We rely on the information provided during booking to plan accordingly and to give time estimates.
  We will follow up with a copy of the signed delivery receipt shortly. If you have any further questions or need assistance submitting the documentation to ****, please let us knowwere here to help.
  Sincerely, Moving Specialist US Texas LLC
  Customer Support Team

  Customer Answer

  Date: 06/03/2025

  [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 would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  Date:04/22/2025

  Type:Billing 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 hired Moving Specialist US Texas for a full packing and moving service scheduled on April 18th, 2025, to relocate my 3-bedroom home to another house less than 5 miles away. I was quoted $95/hour for the move, and the scope of work was clearly discussed in advance, including the need for a full-house move.However, two people arrived with a small trailernot a moving truckmaking it impossible to load all items. As a result, they moved only about half of my belongings, one bedroom and a study, were left behind along with several major items like the refrigerator, washing machine, and treadmill. The treadmill was disassembled but never reassembled.They were supposed to return for a second trip but failed to do so. After multiple follow-ups, the manager initially agreed to send help, but then stopped responding altogether. I was later told that the second trip would be treated as a new request and billed separately. Although I reluctantly agreed to pay additional charges, no service was provided and communication ********* addition, I was charged ~$400 for packing services that were never disclosed upfront, as well as a travel fee. The total I paid was approximately $1,600, yet the job was incomplete, and items were left unpacked and unattended.I had to hire another company to fulfill the task.Resolution Sought:A partial refund for the incomplete service and unauthorized charges.An official explanation for the lack of follow-through and failure to deliver on agreed terms.Assurance that similar incidents will be addressed in the future.This experience has caused significant inconvenience and financial stress, and Im seeking a fair resolution through the BBB.

  Business Response

  Date: 05/09/2025

  Thank you for reaching out and sharing your concerns. We appreciate the opportunity to clarify the situation.
  Upon careful review of your account and the details of the move, we would like to address the points raised.
  Equipment and Scope of Work:
  Our team arrived with a specially equipped standard-size trailer designed for a four-bedroom house, which is consistent with the information confirmed during booking. The service was scheduled based on an estimated volume of belongings provided by you. However, upon arrival, it was evident that the volume exceeded the initial estimate, requiring more space than the trailer could accommodate in a single trip.
  Second Trip Requirement:
  Due to the larger volume, a second trip was necessary to complete the move. However, this additional service, as per our agreement, would require additional billing for the extra time and travel. Unfortunately, you declined to proceed with the second trip upon learning of the associated costs. It is important to note that the reason our team did not perform the second trip was solely due to the refusal of payment, not a lack of willingness to fulfill the service.
  Packing Materials and Additional Charges:
  The invoice included charges for packing materials that were used during the move. These materials are not included in the hourly rate and were listed in your contract as separate billable items. The travel fee is a standard charge, as noted in the agreement.
  Follow-up and Communication:
  We understand there was frustration with communication, and we apologize if there were any delays in response. Our team made every effort to communicate the need for additional billing for the second trip, which was not approved.
  We take all feedback seriously and strive to improve our services continually. However, the decision not to complete the second trip was based on the refusal to accept the additional charges, not on any unwillingness to perform the work. Accusations of refusing to do paid work are unfounded, as the service was indeed available upon confirmation of payment for the additional trip.
  We hope this clarifies the situation. Should you require further discussion, we remain available to assist.
  Sincerely,
  Moving Specialist US Texas

  Customer Answer

  Date: 05/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

  
  There are clear misrepresentations in the claim that we declined service. I personally spoke with the manager after the first visit was abruptly ended. Of the two individuals who arrived, one left early stating his wife needed to attend church for Good Friday, his primary responsibility being to install security cameras. The second individual informed me he might try to find a replacement via ********** and would call me back. He also mentioned he would be unavailable the next day as he was traveling to *******

  
  When I spoke to the manager, he initially confirmed they would complete the job and requested additional payment, which I agreed to. However, after he spoke with his team, he stopped answering my calls entirely. I left multiple voicemails and texts asking if they could return even the next day, but received no response.
  The individuals sent were clearly not full-time professionals but rather part-time workers with side gigs. The managers complete lack of follow-up confirms that the story about us refusing to pay is completely fabricated. I even offered to accommodate them the next day since I was unable to find another company on short notice.
  They dismantled all equipment and left the work unfinished. I had to hire another company just to reassemble the treadmill and other items, which proved difficult because only the person who disassembles equipment knows how to properly reassemble it. I ended up paying not one, but two different companies to complete the job that was originally their

   
  Regards,
  
  
   

  
  

• Initial Complaint

  Date:04/08/2025

  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.

  On March 30, 2025 I will schedule a move from ********************************** to Beaumont Texas. I was initially quoted $800 not including supplies if I needed things wrapped. I agree to that price and agreed to have my three televisions wrapped and three glass pieces. They wrote additional items damaging my television as well as my stainless steel trash cans. I communicated with **** the manager and he assured me it would be no more than$800. I signed the contract me and the movers left at the same time. I arrived in ******** Texas at 3:02 PM. I figured they would 30 to 45 minutes behind me. There was no traffic in *******. I reached out to **** the manager an hour and a half later stating they were not there. He said he would call me back when he was able reach him. I never received a call back. Two hours later I called **** he did not answer so I called the police. The movers arrived about 6 PM three hours later. He stated he had to stop twice for gas, he was not obligated to be fullbefore the move occurred when both movers got out of their truck he handed me my contract that I signed and stated I owe them $2400 or will leave with all of me and my kids items. He altered the contract wow he was driving to *******************************. I reached out to the supervisor and they were speaking Russian the whole time. No one could explain where the extra charges came from about 30 minutes later the driver states that $800 with the base fee on top of other charges. explain to them both **** and the drivers that was not when we discussed, I only had about 15 items in total Initially the total move was the only supposed to take six hours 45 minutes to an hour to load in 45 minutes to an to unload plus the 3 Hour *** The driver stated that he could go no more than 50 to 60 miles an hour which I was charged for additionally to the $269 gas fee which was edited after loading. I was also charged $200 for a box that weighed over 200 pounds. The packing slip and the box states 126 pounds.

  Business Response

  Date: 04/09/2025

  We appreciate the opportunity to respond to the customers concerns regarding the move scheduled on March 30, 2025, from ***********, ** to ********, ***
  First and foremost, our sales representatives never provide a final or guaranteed total over the phone, as it is not possible to accurately estimate how long a move will take or how much packing material will ultimately be required. To avoid any confusion, an automatic email is sent as soon as a move is scheduled, providing each customer with access to their personal online account. This account contains detailed information about our rates, terms, and conditions. In this case, the customer received full access and could have reviewed this information independently, even without assistance from the sales team.
  The contract was signed prior to the move, and all terms including labor and travel charges, materials, fuel, and potential surcharges were clearly stated. Our ******* also documented the move with photos as confirmation. The only difference between the initial estimate and final invoice was the actual number of labor hours and packing materials used.
  Final invoice details:
  Labor time: 9:00 AM 7:30 PM (10.5 hours)
  Travel time: 6 hours
  Total time: 16.5 hours
  Fuel charge: $259
  Truck cleaning fee: $75
  Packing materials: $547.50
  Total amount: $2,449.00
  The customer paid $2,300. We are currently reviewing internally why a $149 discount was applied and why toll charges, clearly outlined in the signed agreement, were not added to the final bill. However, we want to emphasize that there was no justified reason for any discount, as all services were delivered as contracted and priced accurately.
  There were no additional charges for heavy items, as the customer alleged. We have no record of any such charge on the contract or invoice. The claim regarding a 200-pound box does not align with the information documented by our team.
  Lastly, we reiterate that the $800 figure mentioned by the customer was a rough estimate for labor only not a final total and was shared with the understanding that the final cost would depend on time, materials, and other factors, as clearly explained in the contract the customer reviewed and signed before the move began.
  We value all feedback and are open to reviewing any damage claims through the proper process as outlined in the agreement.
  Sincerely,
  Customer Service Team
  ********************************************* US ********************** LLC
  
  

  Customer Answer

  Date: 04/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I have spoke with several people that this company has messed over telling them. It would only take a certain amount of hours and then get their bill and its double the price. If I have to, I will contact the media. Theres no way I would have NEVER agreed to 16 hours . The agreed time was eight not 9 AM and it was only supposed to take 6 to 7 hours total time. Everything was packed and ready for them to place on the truck to leave. When I ask them did they want me to lead them? They said no so apparently they did not leave *********** when I did. Secondly the driver stated that his truck was not filled up when he came which added additional time and I was charged for the hours for him stopping. If matters get worse, I will go to the media and make sure I get those personal sworn statements from others. This company has screwed over as well.
  Regards,
  
  
   
  

  Business Response

  Date: 04/17/2025

  Please see attached.

• Initial Complaint

  Date:11/24/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 them to move a small amount of furniture from ****** to *********** on 11/24/24 for which i was quote $510 after a teacher discount and cash discount. They showed up an hour late and then the driver didn't answer any questions. He could not communication well and did not follow directions or was kinda rude. i know i shouldn't have signed but i was on a schedule and already late. Before they arrived in **, I get a text that the total was $1253. The first phone call he kept interesting me and spoke in circles. He charged 3 hours for a trip that takes 2, a heavy price of furniture (cheap dresser), and a variety of upcharges. Hours of texts and a couple of phone calls, he basically told me to pay or they'll store the furniture at $200 per night. He wanted me to zelle the balance and when I had difficulty doing so, told me it was because I marked them as "asshole movers" in my contacts. Finally he said i could cash app the balance. All of this happened while I was trying to drive a uhaul from ****** to *******. So basically they low-ball the quote and extort money from you after they have posession of your belongings.

• Initial Complaint

  Date:09/29/2024

  Type:Billing 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 company is a scammer! They quote one price, hold your belongings hostage and over charge you till you pay. Which is unfair and unreasonable. They quoted $350 and charged me $1000. The manager proceeded to add charges while we tried to use resources to get the money. Then proceeded to call me names in an email!

  Business Response

  Date: 10/22/2024

  We have reviewed our system and found no record of a client named ****** ******* residing at *************************************. However, there is a record associated with specified email address and phone number under job number *****, dated 9/29/24. The client in the booking was listed as *** *****, while on the day of the move, Megafu Josmyne Shakelli was present and introduced herself as Mrs. ****** daughter, and she is the one who has an address in **********

  To clarify, we initially provided a quote to Mrs. ***** for a minimum of three hours of job, but the actual time required for the exceeded this estimate. The two copies of the contract you receivedone before the move and one afteronly differ in the actual hours worked, reflecting the additional time needed.

  Regarding the email exchange, I want to sincerely apologize. After receiving several offensive emails from an anonymous address, our sales representative responded in a rude and unprofessional manner. He didn't know that you wrote these letters. 
  This behavior is not acceptable, and we have addressed the issue with the employee involved to ensure this does not happen again.
  

  We are genuinely sorry for this experience and will do our best to provide better service going forward.
  

  Warm regards,
  Moving Specialist US Texas LLC
  

  
  

• Initial Complaint

  Date:09/13/2024

  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.

  I contacted moving specialist about a move on 9-11-24. They quoted me about 450$. It was 95 an hour plus the time for the move. Which is 1 hour way. I was ok with that quote. They were supposed to be here 9-13 between 2-4 called at 4 saying they were running late at and would be here in 45min. Didn't show up till 6. They looked at just furniture that needed to be moved and said it was going to cost over 800$ to move everything minimum. We told them that was not what we were quoted 450 and the movers called the company and told them what was going on. **** called saying that it was 95$ an hour minimum 3 hours saying we were looking at 6 hours in labor 3 hour drive time at 95$, 75$ for cleaning truck the cost of fuel and anything over 200lbs was 200$ a piece. We told him that is not what we were quoted. We told him to just cancel because that was not the price we were told. We were then told we had to pay to cancel. Which we were never told about. We had to pay 200$ for them to leave and they did nothing.

  Business Response

  Date: 10/23/2024

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

   

  Thank you for reaching out and sharing your concerns with us. After reviewing your case, we wanted to clarify the situation.

   

  Initially, we received your request with the email address ****************************************************************, and later, our sales team manually added the additional address **************************************************************** at your request. From that point, our system automatically sent several emails (approximately ten) outlining all associated costs for your upcoming move.

   

  Our sales team provides information directly from our system, which contains all the details of your move. They are unable to offer any information beyond what is available in the system. Additionally, all of our clients have access to this system, where they can review the details at any time.

   

  We apologize if there has been any misunderstanding, but we encourage you to review the information again by following the link in any of the emails sent from our organization.

   

  Thank you for your understanding, and please dont hesitate to reach out if you need further clarification.

   

  Best regards,

   

  Moving Specialist US Texas LLC

   

  Customer Answer

  Date: 11/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,

  I reread the contract. When the movers come inside the house and saw the few pieces of furniture we had the starting saying this is extra and that's going to be extra. When everything was added up the quote more the double. Everything that needed to be moved was in the living room. When we decided to cancel it cost us 200 cash to get them to leave my house. I don't agree having to give them 200 for nothing. We just rented a U-Haul truck and everything fit inside a 20ft truck which me and my husband loaded in 3 hours. 

  
  
   

  
  

  Business Response

  Date: 11/12/2024

  Dear ****** *******,
  Thank you for taking the time to follow up with us.

  We understand that the final estimate given by our team on-site differed from the initial quote and that this led to unexpected concerns.
  When our movers arrived, their assessment included additional details that couldnt be fully evaluated over the phone. This is why we have a ******* on-site to provide an exact estimate before starting any workto ensure transparency and accuracy in pricing. They carefully explained each charge, including costs related to the weight of certain items, the anticipated hours for labor, and other necessary expenses. These details help prevent surprises and prepare our clients for the final cost.
  We also want to clarify that the $200 was not charged for nothing. This was a cancellation fee, which covers the teams time, travel expenses, and fuel, as our team was fully prepared to proceed with the move based on the initial arrangements. We apologize if this was not fully understood, but we make every effort to outline all fees and charges through both written communication and verbal confirmation.
  We value transparency and aim to make every clients moving experience as smooth as possible. If you have any additional questions, please let us know.
  Thank you for your understanding.
  Best regards,
  Moving Specialist US Texas LLC
  

  
  

• Initial Complaint

  Date:09/10/2024

  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.

  Date of Transaction: 9/2/24
  We were quoted $354-$454 total for a 3-4/hr service to move a 2 bedroom, 2 bathroom apartment.
  We have this in writing which was also reiterated to us verbally when the movers arrived. The movers took 11 hours to move our apartment. 11 whole hours. We were moving to another apartment exactly 3 minutes up the road. They would not unload our items until we paid. We ended up paying $1,186 - which was 732 dollars more than the maximum of what they quoted for us. On top of moving painfully slow and their movers not knowing what they were doing, the following occurred:
  - Our furniture was left out in the rain without covering.
  - Huge scratches & gashes down to the drywall were left on the walls of the apartment we were leaving by them moving furniture improperly (which we are now financially responsible for).
  - We had to take 6 carloads of our own items just to speed the process along and it still took 7 hours longer than the maximum amount of time we were told.
  -They left the front door to our new place wide open -with all of our valuables inside- at night while we were tidying our old place and now we have severe pest issues and some of our valuables are missing.
  - My spouse walked into our place at one point during the move to hear them saying, "They can just move this shit themselves".
  The lack of professionalism, empathy, and just plain good work is absolutely insane. We have hired movers in the past and it has NEVER taken 11 hours. We know people with 5-bedroom homes that haven't had it take that long.
  We discovered that this company has a gross reputation for this behavior and the manager refuses to take accountability for his workers or offer refunds of any kind. He was rude and the whole company seems to be a reflection of him. We've never complained about a business and are easygoing. However, we are hoping for any sort of retribution in this situation. No one else should have this happen to them. We're hoping to create change!

• Initial Complaint

  Date:08/27/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 recently used the service of Moving Specialist US to move from one house in ******* to my current house in ******* on 8/17/24. I was forced to sign a contract before being given the total fiscal amount I would be owed, then had to pay it while my belongings were being held in their truck. I was also charged more than I agreed by almost $500. While I was moving two of my belongings were damaged (the bedframe was damaged when it hit the ceiling fan and the ceiling fan was broken and is now unusable). I have reached out 3 times via text on 8/16/24, 8/21/24, and 8/27/24 as well as called on 8/19/24. I have not received a response back and need to use their insurance to replace my items (that they say they provide when I received my quote) and to receive a refund of $350 for them overcharging me for 3 hours of service.

  Business Response

  Date: 09/09/2024

  Dear Alexia,
  
  Thank you for reaching out and sharing your concerns about your recent move with Moving Specialist US on August 17, 2024. We sincerely regret any inconvenience youve experienced, and we appreciate the opportunity to address your concerns.
  
  Regarding the terms of the contract and final pricing, we would like to clarify that the conditions and pricing details were presented to you in advance through your personal online account, which we encourage all clients to review prior to their move. As such, we are surprised to hear that you felt the total amount was unexpected. However, we take your concerns seriously, and after reviewing the situation, we have verified our employees' records and ********* which confirm the work hours.
  
  In terms of the insurance claim for your damaged items, our team had requested that you send a formal complaint to our companys email, but as of now, we have not received any such correspondence from you.
  
  We are committed to resolving this matter, and I encourage you to send the necessary details to ******************************* so that we can assist you further.
  
  Thank you for your understanding, and we look forward to resolving this matter promptly.
  
  Sincerely,  
  Moving Specialist US Texas LLC

  Customer Answer

  Date: 09/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I have not received a response from the email in which they told me to contact them. I have attempted to contact 5 different times now via text, call, and email across multiple weeks with no response. 

  
  
   

  
  

• Initial Complaint

  Date:07/31/2024

  Type:Billing 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.

  Date of move: 07/03/24 Was quoted $380, but the total move was $1382. I was assured that the move wasnt going to be much more than the quoted amount, since my niece used their services for her move and she moved from a 2 bedroom townhome to a 4 bedroom house 1 hour away and her total move was $750 and she has multiple items over 200 pounds ( washer, dryer, computer desk, dressers, etc) but they made up fraudulent charges on my move . I feel that I was targeted because Im disabled and my son has special needs. They held my items hostage and threatened to auction off my stuff if I didnt pay them. Once I paid, the movers damaged my floor and the owner stated that he would take care of it, but never did and actually threatened to sue me because I was upset with the price and services of his company. This company has multiple negative reviews similar to my situation and I hope to get a resolution from this terrible experience.

  Business Response

  Date: 08/09/2024

  Dear ********,
  Thank you for reaching out to us regarding your recent concerns. We have thoroughly reviewed the screenshot you provided, and we noticed that it does not include all the relevant information. If you had presented the full details as they appear in your account, it would have shown a complete picture of the charges.
  We would like to assure you that the information in your personal account fully aligns with what is stated in the contract. If you compare the two, there should be no confusion.

  The Dispute Amount you mentioned, $1,382, represents the full cost of the services that have already been rendered to you. Given that the payment has been made, we believe that this attempt to dispute the charge using incomplete information is unfounded.
  We are committed to transparency and fairness, and we have provided all the necessary details to support the charges. If you have any further questions or concerns, please dont hesitate to contact us.
  Sincerely,