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:07/07/2025

  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.

  23 April 2025 picked up house whole goods est Dec 2024 was ******* showed up refused to take stuff until i paid a additional ******* paid it over charged complaint 1 requested stuff to be delivered on 16 June on May 3rd. on June 16th no delivery called and was told they have 21 days to deliver. I called june 20 no answer left message to me back called call 23 june no answer call later that day no answer left message to call back called all week long no answer no call back called and this time sent email requesting information on delivery no answer or email back Day 21 still no stuff nor call back still waiting for stuff to be delived and no call back

  

  Business Response

  Date: 07/07/2025

  Dear ******,
  Thank you for your message.
  Please note that the First Available Date for Delivery (****) is not the guaranteed delivery date. As clearly outlined in your contract, this date simply marks the beginning of your delivery window, which extends up to 21 business days from the ****.
  According to our records, your **** is June 16, 2025, which means your official delivery window is June 16, 2025 July 12, 2025. At no point was a guaranteed delivery on the **** promised, and this policy has been explained to you multiple times.
  We understand the inconvenience and appreciate your patience. Our dispatch department will notify you once your items are scheduled for final delivery.
  Sincerely,
  Next Stop Moving & Storage

• Initial Complaint

  Date:04/24/2025

  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.

  We hired this company on March 8th to move our items from ******, ** to ***. We paid an initial deposit of $848 and then a payment of $1271 at pickup. The remaining due was $1222.21 but they charged an additional $757.38 for shuttle service which turned out to be a small uhaul, bringing the total to $1979.50. Upon arrival at the new destination, the driver tried to scam us and say he could only take cash, even though we had already paid via CC was told that we could use a credit card. Also, several of our items including an expensive computer desk, glasses, dresser, etc were damaged beyond repair. It has taken several emails to get this company to look at our claim and we sent pictures. After I threatened to file a complaint, they finally responded and looked at the photos. They calculated an amount of $200 which is way under value, and said they would send us the money right away. That was two weeks ago and I have not heard anything even though I sent 3 follow up emails. I am absolutely disgusted with this company and demand to be compensated for this horrible experience. I have all emails as proof.

  

  Business Response

  Date: 05/20/2025

  Dear BBB,
  We would like to confirm that the refund for Ms. ***** **** has been successfully processed.
  We sincerely apologize for the delay in resolving this matter and appreciate Ms. ***** patience throughout the claims process. Our team has worked to address her concerns and ensure that the agreed settlement was fulfilled.
  We consider this matter resolved but remain available should she require any further assistance.
  Sincerely,
  **************************start="580" data-end="583"> Next Stop Moving & Storage

  Customer Answer

  Date: 05/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:04/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This dispute involves a moving service from **** to ******* in December of 2024. The booking process went fine. They said they'd call me on December 2nd to confirm the pick up date of December 3rd. I get a call from their office and they said if I moved my pick up date to December 5th I would have my own truck with a team for direct delivery, so I agreed to that. December 5th comes around and it's a semi with other people's stuff on it and they sent one guy. I asked the moving guy when my stuff would get to ******* and he said on the 7th. Halfway through the move he told me it wouldn't actually get to ******* until the 12th (not direct delivery). So they've already lied about the vehicle and the direct delivery. I get a call on Monday (9th) and they tell me the truck caught on fire in ***** and they were going to try to salvage what they could (was only able to keep a couple things: suitcase, grill, shoes). I reached out to their claims team about getting my original payment back of $2,814.54 (in December) and they said they were working on processing that. They gave me their CFO's number so he could explain where they were at with everything. He tells me they're still working on it and I asked him to share a call recording of myself and the sales person so I could make sure what I thought was said in terms of insurance etc. was true and he complied. I asked him and the claims department multiple times with no response back on updates on the repayment of what I already paid. I just got my original payment back in March. I then ask the *** and claims department close to ***************************************************************** I'd have my own truck with direct delivery because if they kept that promise then my stuff wouldn't have been in ***** on a truck with other people's stuff. Now they're saying they can't. I think it's because they listened and heard an employee promising one thing and then not delivering that which caused me losing my belongings ($28k).

  

  Business Response

  Date: 05/19/2025

  Dear BBB Representative,
  Thank you for the opportunity to respond to this complaint.
  We would like to begin by expressing our sincere regret for the customers experience and the unfortunate circumstances that occurred during the move. However, we would also like to clarify several key points referenced in the complaint:
  Straight ********************************start="514" data-end="517"> When our representatives use the term straight delivery, it refers to the fact that the customers items will not be offloaded into a storage facility between pickup and delivery. This means the goods will remain on the same truck from the moment of loading until arrival at the destination. It does not imply that the customer will receive a dedicated truck exclusively for their belongings, nor does it guarantee uninterrupted, non-stop transport without other deliveries in route. The customer was not promised a private truck, and standard transportation practices were followed.
  Audio Recordings and **********************start="1165" data-end="1168"> In regard to the request for a copy of the recorded call with our sales agent:
  While we understand the customers desire to review that conversation, we have consulted with our legal team and, per legal and compliance guidance, we are not permitted to share call recordings externally, regardless of content, as they are considered internal and confidential business records.
  Refund ****************start="1572" data-end="1575"> The customers original payment was refunded in March, and we worked diligently to resolve the issue despite the severity of the situation (including the truck incident in *****, which was beyond our control).
  We sympathize with the customers frustration and appreciate their patience. Our team has remained in communication, and we continue to handle claims and customer care in accordance with federal transportation regulations and the terms of our service agreement.
  Sincerely,
  **************************start="2079" data-end="2082"> Next Stop Moving & Storage

  Customer Answer

  Date: 05/21/2025

  Complaint: 23213152
  
  I am rejecting this response because:

  The biggest part of my complaint is I was told I would have my own truck if I moved my pick up date. If I had my own truck or my pick up date wasn't changed, my belongings never would've been on the truck that caught fire.

  In terms of the audio recording: I asked the CFO to check on another call and he listened to it and gave me all of the details of the call to confirm what we talked about. Then I asked for this recording and all of the sudden, nothing can be shared because it's company policy. That seems pretty shady to me that stuff was shared for other calls, but the main conversation in question, nothing can be shared.

  Refund Status: Yes, my original payment was refunded in March. But this was after I was told in late December (I have the email) that they were working on processing that refund. I reached out multiple times from late December to March to get the refund and got nowhere. I finally talked to the *** in March and he let me know their processing system wasn't working right and offered to mail a check. In what world has your company "remained in communication" when I had to reach out numerous times to get a refund to be told, "oh yeah we can just mail a check."

  My biggest issue is that I was told one thing (whether correct or not) and that wasn't what happened. And instead of sharing the details of the call (like had been done for previous conversations), I'm being told I can't listen to it even though that recording would resolve my issue.

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

  

  Business Response

  Date: 05/24/2025

  Dear Mr. ****************** you for your response. We truly regret the situation you experienced and understand your frustration.
  We would like to clarify an important point: our company does not offer or guarantee personal trucks as a service option. The only case in which a customer receives a dedicated truck is when the volume of their shipment alone fills the entire truck. This is a standard policy that applies to all of our operations.
  It is correct that you were offered straight delivery, and we stand by that. However, straight delivery means that your items remain on the truck from the time of pickup until final delivery without being offloaded into a storage facility or transferred to another vehicle. This does not imply a private or exclusive truck, unless the shipment volume requires it.
  Regarding the call recordings: while we understand your concerns, we must follow strict company policy and legal guidelines related to client data and internal communications. For that reason, we are unable to share or distribute call recordings.
  We sincerely apologize again for any inconvenience this experience may have caused and appreciate your continued communication.
  Best regards,
  **************************start="1349" data-end="1352"> Next Stop Moving & Storage

  Customer Answer

  Date: 05/28/2025

  Complaint: 23213152
  
  I am rejecting this response because:

  you arent getting what Im saying. I believe I was told ** have my own truck, which would get my stuff to Arizona quicker. Thats why I agreed to push my move out date back. Why else would I agree to wait to move?

  Also, your salesperson was very misleading in terms of the insurance being offered. He asked if I needed to insure anything more than $25k and I said no because I figured I was insured up to $25k. He never explained what I was insured for, he just implied I was covered up to $25k and would have to pay extra to cover over that. Pretty sleazy in my opinion. 
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This moving company took six weeks to move my things from ******* to **********. When they arrived, the boxes were wet and splitting with items falling out. They deeply scratch my expensive Brookstone massage chair. They lost two boxes valued at $1500. The only remedy they offered was 60 cents per pound, less than ten dollars. I hope this will be a warning to other possible victims of this company.

  

  Business Response

  Date: 03/06/2025

  Thank you for reaching out and sharing your concerns. We deeply regret the negative experience youve had with our services, and we want to sincerely apologize for any inconvenience this situation has caused. We take all customer feedback seriously and are committed to improving our services based on your comments.
  We understand how important it is for your items to arrive safely and on time. We do want to clarify that at the time of your contract, you were informed of the insurance policy options available. You also signed a waiver acknowledging the terms of the agreement, including coverage limits, which helps us ensure transparency and provide the best service we can.
  While we are truly sorry that your items arrived in poor condition and that some items were lost, we do encourage our customers to review these terms when signing to ensure full understanding. Its also worth noting that delays, though unfortunate, do occasionally occur due to factors beyond our control. We recognize the frustration this can cause and are continuously working to improve our delivery timelines.
  Regarding the damage to your chair and the wet boxes, we understand the disappointment and the impact that can have. We will review your case further to determine if any claims for damage or loss can be processed through the insurance coverage, as outlined in our policy.
  We would be happy to discuss your experience further and explore potential solutions for your concerns. Please contact our customer service team at ***************************************** , and well work diligently to resolve the situation to your satisfaction.
  Thank you for your understanding, and we apologize once again for any distress this has caused.

  Customer Answer

  Date: 03/07/2025

  Complaint: 23014828
  
  I am rejecting this response because:
  
  I was never informed that your company did not fully cover any items lost or damaged.  In fact, I was told just the opposite.  The sales person told me that my items would be fully insured.  The terms of coverage which you said I signed a waiver to were written so small deep within the contract that any average person wouldnt have noticed them.  The verbal claims of full coverage told to me at the time of purchasing your services were taken by me to be truthful, so  I took you at your word.

  I am a 74 year old female who is dependent on the honest dealings with a company.  I feel victimized by your company.  And, I hope this will alert anyone else who might mistakenly believe your dishonest sales tactics.

  I think it is normal to expect ones belongings to be delivered within a reasonable amount of time, and to be delivered in the same condition in which they were originally shipped.  Your company took six weeks to deliver my things.  Meanwhile, I was forced to purchase items needed to replace those items being shipped.  Each week I called your company to find out the stays, and I was constantly told it would be only a few days longer.  This continued for six weeks.  When they finally arrived, half of the boxes were wet, as though they had been left in the rain outside the truck.  
  

  Because of the wet boxes, My clothes were musty and moldy smelling, which had to be dry cleaned, and some were ruined.  My beautiful Brookstone massage chair (which I paid $3,500 for) was deeply scratched on the mahogany arms.  The delivery man took pictures since he noticed the scratches.  Two boxes were lost, and the contents amounted to over $1,500 loss.   To fix the chair will cost $500.
  

  I think any average person would expect better service and consideration.  I am deeply distressed about this situation, and I only hope no one else will have to deal with this mistreatment from your company.

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

  

  Business Response

  Date: 03/11/2025

  
  Thank you for your feedback. We sincerely apologize for the frustration and distress youve experienced. We understand that this situation has been challenging for you, and we truly regret that your experience did not meet your expectations.
  We take your concerns seriously, particularly regarding the misinformation about insurance coverage and the delays in delivery. While our standard terms of service, which include coverage limitations, are outlined in the contract you signed, we fully acknowledge that clear communication is crucial. It appears there was a disconnect between the information provided at the time of sale and the details in the contract, which we deeply regret.
  Regarding the condition of your items upon delivery, its absolutely not acceptable that they were damaged, wet, or lost. We take full responsibility for this and will work to resolve the situation. Although we cannot offer full reimbursement for damages that are outside of our liability coverage, we are committed to going beyond the terms of the contract in this case. 

  Customer Answer

  Date: 03/11/2025

  Complaint: 23014828
  
  I am rejecting this response because:
  
  All I have received is apologies and recognition of poor servicewhere is the remuneration?

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

  

  Business Response

  Date: 05/19/2025

  Dear BBB,
  We sincerely apologize to Ms. ********* for the delay in processing her reimbursement. We acknowledge the frustration caused by this extended timeline and any lack of timely communication on our part.
  Wed like to confirm that as of today, the agreed $300 settlement has been paid in full via Zelle to the account information provided by Ms. **************** appreciate her patience throughout this process and consider the matter resolved. Should she have any further concerns, we remain available to assist.
  Sincerely,
  **************************start="670" data-end="673"> Next Stop Moving & Storage

  Customer Answer

  Date: 05/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** *********

• Initial Complaint

  Date:02/17/2025

  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 booked a move with the company for 11/12/2024 after speaking with ***** *****. I was now aware that this was a brokerage company as I was told everything was done all in house. I was assured that credit card payment was acceptable and that the $3000 quoted price covered an exact delivery date of 11/16/2024. That date came and went, and there was never a mention of the companys FAD business model. I was never given the chance to ask appropriate questions because I was rushed into signing the contract without fully understanding its terms, as ***** and ******** fear mongered me into the contract since I needed to move out the next day (My previous arrangements fell through). Despite confirming the delivery date with the driver multiple times, my items were held in storage in ********* for almost two months, contrary to what I had been promised. I repeatedly contacted the company but received horrendous customer service. I was promised multiple delivery dates over the course of my items being stored, none of which were met. I was initially told credit cards were accepted, but on the delivery day (12/21/2024) was told only cash was accepted, forcing me to borrow money from my mother (it was her rent and food money). The delivery driver was rude, admitted the broker misled me, and damaged my belongings. My Items were not in the original packaging I sent them off in. They arrived to me in garbage bags. Many of my possessions were either destroyed or are missing. On top of that, I was given someone else's items. I've contacted the company since the delivery day, and no one has gotten back to me about my missing items. I want them returned since they aren't replaceable. I also want the person's whose stuff I have returned to them.I've recorded almost every call I've had with them.

  

  Business Response

  Date: 02/17/2025

  Thank you for reaching out and sharing your concerns. We sincerely apologize for the challenges you've faced with your move. Please allow us to clarify several points based on your feedback.
  First and foremost, we want to emphasize that we are not a brokerage company. We operate as a fully licensed moving company, with our own fleet of vehicles and experienced drivers.
  Regarding the delivery date, as an industry standard for interstate moves, we cannot guarantee an exact date due to the nature of long-distance transportation. Instead, we provide a delivery window, which can sometimes shift due to factors such as weather, road conditions, and other logistical elements. We understand the inconvenience this may cause, but please know that we always coordinate with our customers and keep them updated regarding any changes.
  We can confirm that we have received your reports regarding the damages to your belongings. As part of our standard procedure, we have directed you to an independent third-party claims agency to ensure an unbiased and fair resolution. They have already extended an offer to you, and once you sign the agreement, they will send us a copy so we can promptly issue your payment for the damages.
  We sincerely appreciate your willingness to return the misplaced items. If you can provide us with more details or a description of those items, we will make every effort to locate the rightful owner and arrange for their return.
  We truly value your business and are committed to resolving this situation in a fair and efficient manner. If you have any further questions or concerns, please dont hesitate to reach out to us directly at *****************************************

  Customer Answer

  Date: 02/20/2025

  Complaint: 22942809
  
  I am rejecting this response because:

  On the delivery date, your driver explicitly told me that you acted as such and that my job was sold and that the coordinators would say anything they had to in order to get my job contract. I was also told by your moving coordinate Brain ***** that I was paying for a promised delivery date, and **** (the man who initially picked up my items) that my delivery date was exactly the 16th of November 2024. If I knew otherwise that your company would one, deceive me and two, fail to communicate with me about the entire process - I have almost all my calls with your company recorded and have two other witnesses to these phone calls, I wouldn't have given your company any further consideration. 

  I spoke with your claims department and sent in my rejection. Your company only offered me $69.99 in restitution for $600+ dollars in damages and missing items. That's flat-out robbery. On top of that my items all arrived in trash bags and broken boxes - which is not how I sent them off with ****!

  I'M ALSO MISSING ITEMS! A bag of clothing, an additional box with care products and medication as well as a white Shark vacuum cleaner. I've been calling your company since December about my missing items and the other customers items that I received and haven't gotten consistently on the phone and when I have, I've been given the run around about what my items haven't searched for or found yet. I'm positive that your company hasn't attempted to even look for them. I was forced to sign the 'I've received everything statement', and was told by one of your customer service **** that is procedure even if I didn't receive all of my things. Also! The driver who delivery my items threated to drive off with my things if I didn't sign it even though my items are missing. 
  

  The box of the other customer is a medium sized Amazon box with a yellow tag that says Heavy. Inside is botanica items, incense, etc..., I currently I do not have the box with me - I've in storage for safe keeping, but I will send photos later. 

  
  The photos attached are of the driver and the licenses plate of the ***************** he drove. 

  
  I rather not have to go to court, but I will if your company doesn't find my missing things in full and return them to me. 
  
  Regards,
  
  Chanel **********

  

  Business Response

  Date: 03/05/2025

  Thank you for your feedback and for sharing your concerns. We take all customer complaints seriously and appreciate the opportunity to address your concerns directly.
  First, we want to clarify that, as previously communicated, we are not a broker. Our company operates as a carrier with in-house drivers, including the individual shown in the photo you provided, who is indeed one of our companys drivers. We have no third-party brokers involved in the handling of your move.
  Regarding your claim of being misinformed about the delivery date and your job being "sold," we regret if there was any confusion caused by our staff. Our records indicate that you were informed of the delivery window at the time of booking, and we have strived to communicate with you clearly throughout the process. We take all feedback seriously and will continue to review our communication procedures to ensure better transparency in the future.
  Concerning the issues with damages, missing items, and the condition of your goods upon delivery, we sincerely apologize for any inconvenience this has caused. We have reviewed the claim and the compensation offered. While we understand your frustration, our claims department has followed the standard procedure, and the offer of $69.99 was based on the damages assessed during the claims process. We do, however, encourage you to submit any further documentation (such as additional photographs or estimates) for further review of your claim.
  Regarding your missing items, we want to assure you that we take such matters seriously. We have made attempts to locate and investigate the missing items in question, and we ask for your continued patience as we work to resolve this matter. If you have any additional details (such as a more specific description or additional evidence) that can assist in locating your belongings, please do not hesitate to provide that to us directly.
  As for the delivery documentation, we understand your concerns about being asked to sign the delivery receipt. However, please know that this is standard procedure. We always encourage customers to thoroughly inspect their goods upon delivery, and our drivers are instructed to make sure that any discrepancies are documented. We apologize if you felt pressured during this process.
  We remain committed to resolving this matter to your satisfaction.

  Customer Answer

  Date: 03/06/2025

  Complaint: 22942809
  
  I am rejecting this response because:

  Ive mentioned this since my troubles with your company arose, ***** ***** told me that my delivery date was a definite 16th of November. I spoke with ***** multiple times on the 11th of November, and he told me each time my promised delivery date was the 16th of November and that my items would absolutely meet me in ************** on that date. When **** came to pick up my things, he confirmed to me three separate times that my delivery date was the 16th of November. ***** also described to me that I was paying for a promised delivery date. I would have never gone with your company if I knew that this is how your company would be. 
  
  
  Your company did a horrendous job with communicating with me about anything that has gone on. Its taken me over 89+ calls with you all only for me to be still at square one and still havent a clue what is exactly going on. Your reps. ***** cause accidental confusion, they flat out lied and took advantage of me. 
  
  
  Your claims department has been egregious in the fact that they tried to denounce my character by accusing me of trying to get a free move out of you - which is far from the truth and rather this is me holding your company accountable for poor business and ethics practices. They also havent communicated with me on anything other than telling me, continuously, to be patient. How long do I have to wait? 
  
  
  Ive followed your companies rules and procedures since the start of the issues with your company just so my concerns would be taken seriously and solved amicably, but Ive been given the run around and to this day - nearly three months later, still know nothing. 
  
  
  As for my missing items, Dmitrii Perepelov is who should be contact first and foremost since he was who delivered my items and gave me some elses things - also to touch on looking through my things carefully, in the first 15 minutes of Dmitrii arriving, he had threatening to leave with all my things while cussing at both me and mother, this leaving me with no time at all of check over anything. He also illegally handled the document stating whether my things came to me in good condition and I received everything, I was never given the document or saw the document, instead what he did, was go through it himself and check off everything the rudely demand that I sign off. I wasnt given the chance to ask him about where my missing items were before he was pulling off. 
  
  
  To remind you, my items were delivered to me in trash bags, meaning that they were taken out of their original packaging and not organised in the I initially had them organised. So far, Im missing a bag or more of clothing, I initially I sent them off in Hefty branded vacuum sealed bags (at this point they could also be in trash bags), Im also missing a box of items (Im not sure if they are still in the original box, given that I also received some of my other items in a box that they were not in originally), and lastly, Im missing a white-coloured shark vacuum cleaner. 
  
  
  Everything should have had a blue tag on it with Lot no. ****** on it. 
  
  
  You should also call the CubeSmart Storage you used to store my items and look for them there. You should also figure out who Dmitrii delivered to on his way to me and get in contact with them. 
  
  

  Regards,
  
  Chanel **********

  

  Business Response

  Date: 04/21/2025

  My move with Next Stop Moving and Storage occurred on 11/12/2024 from ******* to **************. A man who called himself **** (he did not provide his last name). I did not receive my items from the company until 12/21/2024, and when I did, my items arrived to me in trash bags (this is not how I sent them off), badly damaged, and a good chunk of my items missing as well as me receiving someone else's things. There are also problems legally with how my contract was handled and the number of discrepancies around my job. I've been contacting the company about this matter since 12/23/2024, and have not had continuous, progressive communication with the company. They won't answer my calls or emails, and when I do reach a representative, they hang up on me before I can fully introduce myself (I'm not rude with them either). This company has also accused me of trying to cheat them out of money, when that's far from the case. All I'm doing is holding them accountable for a job poorly done with shady ethics and practices. I should not have to pay for a service that is abhorrent. Attached images are of two of the missing items that are distinct and the packaging I sent my clothing off in (made for moving). I'm also missing several boxes of personal care items and medication. Some of my missing boxes have written numbers on them and should have been labelled by **** with a blue tag with the inventory number of ******. I will upload documentation of damages at a later date due to file size. The only resolution I am willing to accept is my missing items to be found and returned to me and the item that I received that is not mine, returned to its owner. The legal side of this situation will be handled in court (I've already started my filling with the Court and Police Department).  Desired Outcome:  Delivery; Finish the job

• Initial Complaint

  Date:01/21/2025

  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.

  We hired this company to move us across the country and they provided us a quote. A couple days prior to the company arriving they raised the quote by approximately $3000. We paid the difference as it only two days prior to moving and we didnt have a choice as we were on a deadline. The day of the movers were to show up to pack us, the company called and said hey we're sorry but we can't get to you today. After hours on the phone they managed to send one person with a Uhaul truck to pack us. Day two one company employee and one day laborer showed up who didnt know who to pack items. When booking the move the company was told on several occasions that we had several high value items and they assured us this would not be a problem. We it became a problem. In addition to extra fees last minute, no staff and missing deadlines, our items weren't packed properly and were damaged in transit. For example - art work was tossed in boxes with heavy tools and damaged or destroyed, essential oils were tossed in boxes with bedroom items and opened and leaked all over damaging entire wardrobe boxes full of clothes, a 96 inch television screen was completely cracked, and entire boxes and bed frames and headboards were lost. I complained to the company the day of unloading and as for the bill of laden and inventory check list so I could check off the items as they were coming off the truck. The driver would not provide this. I asked what I need for damages and was told all I needed was a clear picture and I took over 300+ pictures and submitted. I followed the claim process with a company called moving claims. We had over $8000 in damages and lost items on this move. After hours of paperwork and emails back and forth they offered me $185. After the increased expense, lack of service and delays and damages $185. That is totally unacceptable and we have tried to work with the company who is ignoring us and the claims company won't provide a number to speak a human.

  

  Business Response

  Date: 03/06/2025

  Thank you for reaching out to us. We deeply regret the frustration and inconvenience youve experienced during your move, and we truly apologize for the issues youve raised. We understand how important it is to have a smooth and reliable moving experience, and we sincerely regret that we did not meet those expectations.
  We want to address the concerns you've raised regarding the increased costs, delays, and damages during your move. While we understand that the price increase was unexpected, changes in the scope of the move or additional services can sometimes result in adjustments. We recognize how challenging this situation must have been, especially so close to your move date, and apologize for the stress it caused.
  Regarding the packing and handling of your items, we take full responsibility for the mistakes made. The damages to your belongings, including artwork, clothing, and your television, are completely unacceptable, and we deeply regret that your possessions were not treated with the care they deserve.
  In terms of the claims process, the claim was handled by a third-party agency, Moving Claims, which is completely independent and unbiased. They reviewed the damages and loss you experienced during the move and made a resolution in accordance with their established policies and Insurance option Released value protection that you chose for your move. We understand that the $185 settlement does not meet your expectations, but this offer was made based on the claims agency's procedures and evaluation of the damages. Unfortunately, as this process was managed by a third-party, we are unable to alter their offer.
  However, you can reach out to ***************************************** and we'll try to review your claim.

• Initial Complaint

  Date:01/21/2025

  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 previously submitted a complaint (#********) in which this business agreed to refund me a certain amount from my move. I was not satisfied with that amount but the complaint was marked as resolved. Nonetheless, the last communication was that the business was to refund me that amount. I have reached out to them over phone and email with no response. It has now been 6 months with no response. I want my refund. And I want continued discussion about my refund from the move all together. I should not have been charged any extra for stairs because I said from the very first call I ever had with the business that my moving destination had stairs. And I was told my items would be delivered on a certain day and they showed up 5 days later. This was the most awful experience I have ever had and this was a bait and switch operation. Each time I moved on to the next step in the moving process I was told I owe more money to actually get my things back.

  

  Business Response

  Date: 01/31/2025

  We apologize for the inconvenience regarding your resolution. To expedite the process, please email us at ***************************************************************************, and we will promptly address the issue and issue your refund.
  Thank you for your understanding.

• 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.

  The pick up was 12/11/24 I have been trying tyo get in touch with these people without success

  

  Business Response

  Date: 01/31/2025

  We apologize for the delay in addressing our customer concern. Unfortunately, the letter was mistakenly placed in the spam folder, which caused the oversight. We have since sent the necessary guidance on how to file a claim, and we are actively working to resolve the issue. Rest assured, we are fully committed to issuing the refund promptly.

• Initial Complaint

  Date:01/06/2025

  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.

  Myself and my family acquired the services of this company to move our household goods from ********, ** to *******, **. They picked up our goods on October 25th, 2024 and delivered to our new address on November 6th, 2024. Besides continually increasing the price of the move from an original quote of $6,700 to an eventual total cost of nearly $13,000, they damaged or broke several pieces of furniture during the move. Two of the pieces of furniture were antique. They also lost a tote full of precious memorabilia items and a tote full of Christmas sweaters. The company offered a mere $60 settlement. Totally unacceptable and disrespectful. I am now looking into legal options including a lawsuit.

  

  Business Response

  Date: 01/06/2025

  We are truly sorry to hear that your experience with your recent move did not meet your expectations. At Next Stop Moving, we always strive to provide excellent service, and its disheartening to know that this was not the case for you.
  From our records, it appears that your claim has already been reviewed and resolved through the third-party agency. However, we value your satisfaction, and I want to ensure we are doing everything we can to address your concerns fully.
  To that end, I have escalated the matter to our internal ****************** and they will be reaching out to you shortly. Our team will carefully review your claim manually on our end to see if we can provide additional satisfaction and resolution. We want to ensure you feel fairly treated and that all aspects of your situation are fully considered.
  Please expect to hear from us soon.

  Customer Answer

  Date: 01/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response will help move forward towards a resolution to my complaint.
  
  Regards,
  
  ****** *******

  Customer Answer

  Date: 03/03/2025

  Complaint: 22769755
  
  I am rejecting this response because:

  
  My family and I hired Next Stop Moving and Storage to move our household goods from ********, ** to *******, ********. Our goods were shipped on October 25th, 2024. Our goods were delivered on November 6th. After delivery we found several broken items of furniture. A claim was submitted through a third party arbitrator and we were offered an insulting amount of $60.00 to settle the claim. There were three items of furniture broken and two were antiques. A complaint was filed with the BBB and the moving company agreed to reevaluate the claim and provide an outcome that would satisfy us. However, its apparent they are dragging their feet and trying to stall as it has been several months since they agreed to do this. We are looking for a reasonable solution to this issue in a timely manner. Desired Resolution:  Refund
  
  Regards,
  
  ****** *******

  

  Business Response

  Date: 03/06/2025

  Thank you for reaching out to us and providing us with the opportunity to address your concerns. We sincerely apologize for the damage to your furniture, especially your antiques, and for the inconvenience this has caused. We understand the importance of your belongings and the frustration that comes with receiving damaged items after a move.
  We would like to take a moment to clarify the situation regarding the claims process. When you booked your move, you were informed about our Released Value Protection option, which is provided at no additional charge. This coverage is designed to compensate for loss or damage at a minimal rate, which is why the settlement offer was based on this protection. While we strive to handle all items with care, long-distance moves can sometimes result in damage due to the nature of transit and handling, and unfortunately, this is an inherent risk.
  We understand that after the fact, this protection may not seem adequate, especially when valuable or sentimental items are involved. We completely empathize with your disappointment regarding the $60 settlement, but we want to clarify that this offer reflects the coverage outlined in the Released Value Protection, which is based on the terms agreed upon prior to your move.
  That said, we are committed to providing fair service and want to ensure that you feel heard. We understand the emotional and financial value of your antiques, and we apologize that the claims process hasnt met your expectations. However, as per the agreement you signed, the settlement offer was made in accordance with the Released Value Protection policy. If you had opted for Full Value Protection, which would have provided more comprehensive coverage for damages, that option could have covered a greater portion of the loss.
  We understand this situation is frustrating, and we appreciate your patience as we work through it. We have reviewed the claim and, given the limitations of the Released Value Protection, we are unable to increase the settlement offer. However, we do recommend reviewing your move documents to ensure full understanding of the coverage options, which may help clarify the claims process. Since the coverage is based on weight, you may want to review the weight for every item and provide this information to ***************************************** and we make sure your claim is reviewed.
  If you would like further clarification or assistance, please feel free to contact us directly. We appreciate your business and are committed to offering support during this process.

  Customer Answer

  Date: 03/07/2025

  Complaint: 22769755
  
  I am rejecting this response because:
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:12/11/2024

  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.

  I contacted Next Stop Moving & Storage for moving services from ** to *******, **. I hired & paid them $1546.62 - a deposit of $843.50 on 10/30 and $703.12 on the day of pickup on 11/13/24 when 2 movers came and took 4 hours to pack a small move in size ( all boxes/bins packed by me) into their truck. My belongings include a recliner and a 50 inch screen TV but not enough to take 4 hours. My delivery date was due on 12/3/24 by contract. However, after numerous attempts of calling with no answer, I was told on November 17th that my belongings were not on their way to *****, that they had been moved to their warehouse until they had a driver. I have called their **************************** vain as i don't get live person. I finally get a hold of someone via text message who tells me that there is no driver yet and that they had no obligation to get my belongings to me as soon as possible as they had promised but that by contract they had until 12/3/24 to deliver. That deadline came and went. On November 29th, a second deadline was given to me of 12/3 to 12/6 via email. Again the 12/6 deadline came and went. Finally i receive a text message from a driver named Vitaly on Saturday 12/7 that my things were loaded on his truck and that he would reach ******* by Sunday morning 12/8. Now it is 12/10 and my belongings are still not here. I want my belongings and what I paid for. On 12/8 I received text message saying there had been an accident with truck, but this is after the the morning deadline of 12/8 passed and i complained or else they would never contact me first. I need my belongings back per the contract. I get no answers, like a location of so called accident, license plate of truck, driver, or a legitimate address for company as the ****** Texas address is not for a moving company per the ****** **. I need answers because i have been without my belongings for almost a month now after paying them over $1500 dollars. Please bring my belongings back.

  

  Business Response

  Date: 12/11/2024

  We regret to inform you that due to an unexpected road accident involving the trailer transporting our customers shipment, the trailer was unfortunately caught in a fire. While this was an unforeseen and unfortunate event, we would like to emphasize that road accidents do happen, and in this instance, it was completely out of our control. Thankfully, there were no human casualties, and the firefighters responded promptly and were able to extinguish the fire. However, the trailer was towed away from the accident site, and at this moment, we do not have access to the trailer or its contents. We have notified ********* about it immediately on the phone and then sent her several emails, however she thinks that we hold her stuff hostage, despite the fact that we provided her with the details of the accident that we know and the license plate of the trailer as she requested.
  We are currently awaiting the fire marshals report to determine the exact cause of the fire and to assess the extent of the damage. Once the report is finalized and we are granted access to the trailer, we will be in a position to further evaluate the situation and take the necessary steps to resolve the issue.
  In the meantime, we have already filed a claim with our insurance company, and they are reviewing the case. Unfortunately, there is not much more we can do at this stage other than wait for the relevant authorities to complete their investigation and allow us access to the trailer and its contents.
  We sincerely apologize for this situation and any inconvenience it has caused. Please know that we are fully committedto keeping our customer informed and updated at every step of the process. As soon as we have more information, we will notify them immediately.
  We appreciate your understanding and patience during this difficult time, and we assure you that we are doing everything we can to resolve the situation as quickly as possible.
  Thank you for your attention to this matter.

  Customer Answer

  Date: 12/12/2024

  Complaint: 22668973
  
  I am rejecting this response because: the due date on contract has passed. 12/3 i was supposed to get my belongings. The road accident occurred after that date and even in their response they don't say when it occurred, date? Be specific.  They did not call me, it was a text message that I received from the business not a phone call with no details. In fact, they told me the accident was in ******, which turns out not to be correct. Only after I said I got the police authorities involved did company even send me a generic response email. The same one they typed up here with no details not even date of accident.  No address or vehicle information, no insurance or even a license plate. I had to ask for all that and I still don't have any information on insurance claim #. Again the accident happened after so by contract they were already out of time to deliver.  So why have they not addressed my actual complaint that there were 3 missed deadlines by contract and I still don't have my belongings which i have paid $1500 plus to get delivered by 12/3. Also the address on their website and my contract are not valid! I had a police officer go to ****** texas to try to make contact, where this company is supposedly located and nothing there, per the ******************************. Again, if they are a reputable company, why are they listing incorrect addresses and never answer their 800 #. The 2 main points of my complaint are not addressed, why the missed deadlines and where are my belongings now? If truck is impounded, they should know where their driver and truck are. It has been 4 days and I still don't know where my belongings are at and I don't have any insurance or claim#. 

  When they answer these questions and their 800 # or a moving coordinator contacts me by phone,  not via a text message, then will I be satisfied about their response.
  
  Regards,
  
  ****** *****

  

  Business Response

  Date: 01/03/2025

   The road accident occurred after the agreed-upon delivery date. Unfortunately, our trailer was a total loss in the accident, and the cargo inside was severely damaged by fire. Thankfully, the driver is safe. All the details were sent to you including  the trailer plate#, and the fire department report.
  At this time, our company is working closely with the insurance company and other relevant parties to manage the consequences of the accident and ensure that all affected customers are compensated. Our priority is to ensure that you are fully refunded and compensated for the loss of your cargo.
  As per the terms of your contract, you will be refunded the full amount you paid for the service. Additionally, you will be compensated by our insurance company for the loss of your belongings.
  We regret the distress this has caused, and we are doing everything possible to resolve the matter and provide you with the compensation you are entitled to.
  If you have any further questions or need clarification, please feel free to contact us.