ComplaintsforStar Moving Solutions

• Initial Complaint

  08/22/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I entered into a contract with this company to move me on, 08/01/22 I have paid them in full ($999.00), but they got some of my items in a storage unit. Someone by the name of Angel said, they would pick up the items the next day and bring them to my home. To date, I don't have my items. Angel, won't return my calls. I left message the owner and the person who sold me this contract (Aaron). Angel, also told me not to lock the area, because it would be hard for them to get the key. Many of my items have been stolen ( medical records, 2-rugs, important papers and Spa supplies, to name a few). But, this business isn't trying to resolve this problem.

  

  Business response

  09/08/2022

  Crew moved the items the customer instructed them to move from a self-storage unit.  We have sent a crew to pick up the other items she wanted and have delivered them.

  

  Business response

  10/27/2022

  We have offered to settle the insurance claim up to the coverage the client selected for the move.  The client was responsible for walking through the residence and storage unit at the time of loading with the crew to verify that all the items they wished to be moved were loaded.  As a gesture of goodwill, we returned to move the items in the storage unit and to settle the claim as allowed based on the valuation selected.  It is the client's responsibility to lock their doors after the move has taken place. 

  TO THE BBB:  We will not respond again to this claim.  By offering to allow the client to settle the claim on items we did not move, but were stolen by some other party and by agreeing to return and move items the customer did not indicate to be moved or to bother walking through the residence, we have already gone beyond what we are contractually obligated to do.  We have responded to this same complaint now 5 times.  The customer is using the BBB  to blackmail us into paying.  This is our final response.  If the customer does not accept what we have offered, then we are at an impasse and their will be no resolution.

  Customer response

  11/09/2022

  From: ****** ******* <******************>
  Date: Tue, Nov 1, 2022 at 11:50 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <[email protected]>
  
  To:  *** ***** ******
   RE:. Case# ********
  
  Star International Movers, has admitted the following; 
  
  When the driver arrived at my home, I took him directly to my storage unit.  I allowed him to open the locked area with the key, so he could get in and see what type of items were being moved.  I also knew, the movers needed to know how to stage the items in order to get them all on the moving truck. 
  
  The question then becomes; Why would I show the mover these items in the storage unit, if I didn't want them moved? I hired a moving company to move all of my items.  At no time did I tell the movers, not to move these items, nor do they have it in writing.  They base there cost on the total items, weight they quests that you have.
  
  Star International Movers, said we can't take this hand written list of items missing, we need you to fill out another form.  That form was stating, I would take .60 per dollar to replace my missing items.  I will not complete that form because this is a case of gross neglect and I want to be made while.  The list I submitted shows the items missing and the replacement cost.  
  
  Star International Movers, had made an appointment to return the next day to pick up my items.  But, Star International Movers, didn't return, nor call.  They also told me to leave my storage unit unlocked, so it would be easy to get the items.  They also told my Manager the same thing. I was sure when they didn't pick up the items as scheduled.  Then when they wouldn't return my calls, I reached out to the Better Business Bureau.  The BBB, was able to re-open the lines of communication.  Even though it was more than 30-days later, the BBB, got my items directed to my home.
  
  I have no insurance with this company.  Because of the neglect, break down of communication and all the written lies.  I want to be made while.  This company should replace my items at 100%.  They dropped the ball and then tried to hide behind a lie.  
  
  If Star International Movers, had returned the next day as scheduled, my items would not have been taken.  Then they chose not to communicate with me for over a month.  Which equals neglect.
  I can't take another loss because of Star International movers, neglect.
  
  Respectfully,
  ******* *************
  11/01/22

• Initial Complaint

  03/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with Star International Movers to move me from my rental home into their climate controlled storage and then 6 weeks later into a new rental home. It has been a nightmare. One the moveout day they didn't send a large enough truck for my belongings which resulted in a second day needed to move me out. I had contracted for 4 moving men and they only sent 3. The estimate skyrocketed in cost due to their poor planning and execution. On the move in day, as the truck was being unpacked there were dozens of damaged pieces from glass tops, to irreplaceable antiques. Again I had contracted for 4 men and only 3 were sent. Thousands of dollars worth of damage was done to my furniture because it wasn't carefully packed, wasn't stored in a climate controlled unit, they were careless with fragile and delicate items. They lost items clearly labeled on the manifest. I have photos to document all the damage and have tried to work with their insurance company to have things repaired. 8 months later they have stopped communicating and failed to send any one from the company to repair wall and ceiling damage. They ruined a headboard and damaged a rug by getting some kind of ***** stain on them. The repairs thus far are incomplete and unsatisfactory. One piece that was damaged cannot even be repaired and it alone is likely a $2500 antique chest. Please let me know what documentation I can provide you at this time.

  

  Business response

  05/09/2022

  From: ***************************** <***********************************>
  Date: Mon, May 2, 2022 at 10:19 AM
  Subject: RE: You have a new message from the BBB of Metro Washington DC & Eastern ************ complaint #********.
  To: Better Business Bureau <*********************************>
  
  
  HI,
  
   
  
  This matter has been resolved with the client
  
   
  
  Best regards,
  
   
  
  *****************************
  
  *********************
  
  Direct: ************
  
  Main: ************
  
  ***** ********************************************************************************************;                                   
  
  ***************

• Initial Complaint

  12/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Star International relocated me overseas and I felt that I was overcharged for the service as I only shipped two pieces of furniture and some boxes with personal/sentimental items. The amount charged for my household goods shipment was $10,971.00 I requested an Itemized Invoice to show how the money was spent but I was told by the "Manager" at Star International *************************** to contact my employer who does not have any specific information regarding the services provided. I would like an explanation of the attached invoice to show how the money was spent for this relocation. My shipment was also delayed for an entire months in Bahamas which prompted me to investigate to ensure nothing crazy is going on with my shipment.

  

  Business response

  01/05/2022

  This was an employer sponsored relocation. Estimate of charges was submitted to the customer's employer who authorized the shipping and the charges.  We were unable to provide details to the customer without his employer's approval.  We have obtained the approval from his employer and have sent him the requested itemized charges.

  At the present time there is a worldwide supply chain crisis.  Shipment was delayed in Bahamas while awaiting for the scheduled vessel to arrive.  Unfortunately, this is the state of the entire shipping industry. Vessels are delay across the globe.  

  Shipment has been delivered to the client 100% in tact without loss or damage.

• Initial Complaint

  09/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I hired Star International to arrange my move from Jacksonville, NC to Vienna, Austria.After they shipped my household goods in a container they sent me an invoice (attached) with all the charges I would have to pay. I attached the contract I signed with Star International Movers where it clearly states all the charges they would include and exclude. I'm agreeing to pay for the door-to-door charges, insurance charges, and yard storage charges because I agreed to those in the signed contract.However, nowhere in the contract under excluded items,it mentions that I'm responsible to pay for the chassis charge.After contacting Star International Movers on several occasions and them admitting to making some errors they can't be reached to discuss the matter with me personally. I'm not an international shipping expert and it doesn't say in the contract I'm responsible for the chassis charges so it should be covered under door-to-door charges and I want them to adjust the invoice accordingly

  

  Business response

  11/04/2021

  Client did not give us a chance to address her complaint before taking the step to file an online complaint with the BBB.

  Upon receiving the complaint we immediately reached out to her via phone and email to see what we could do to assist. 
  

  We credited the chassis charges the same day we received the complaint.  Although, they were not our responsibility we did the right thing by the client.   Below is the explanation provided to the client.
  
  I understand your point about them not being included.  However, I wanted to share with you the reason we charged them so you understand our side.
  
  Currently, there is a worldwide container shortage and a worker shortage at many ports in the world.  As a result, the entire shipping industry is a complete mess.  There are container shortages, vessel delays as a result of not enough workers to load and unload containers from vessels, a container in balance due to the high demand in some traffic lanes and a general under capacity (not enough vessels for the amount of cargo to be shipped).
  
  As we utilize containers and these vessels for transport of our clients goods around the world we are feeling the impacts of these issues daily, if not hourly.
  
  As a result vessels of being delayed, we are frequently in a position where the ocean carrier will not allow us to return the containers once we have them loaded.   When we pick up the containers they give us a date we must return them by.  However, after we pick them up, they change the date we must return them by – always to a later date.  This is now happening a couple of times per shipment.  They keep pushing the dates out further and further in the future.  If we try to return them before the Earliest return date, they charge exorbitant fees.   We are forced to hold the containers out of the port until they will allow us to return them.  While we are holding the containers we are being charged for yard storage and Chassis charges.  
  
  The Chassis charges are for the wheels that essentially connect to the container and allow it to be driven over the road.  The container and Chassis in most cases are provided by two different companies.  We cannot separate the container and chassis (special cranes required to do so), this can only be done at the port.
  
  We pay chassis charges for each day the container is out, because we can’t keep the container without the wheels.  
  
  We invoiced you for Chassis charges because it was a charge that we incurred through no fault of our own, but related to your shipment and as result of the shipping industry mess worldwide.
  
  We have now updated our proposals going forward to clearly layout this possibility for future clients.  My apologies that it was not outlined in your proposal.  This is a relatively new problem, that really only started becoming an issue this year. 
  
  Sorry for the long winded explanation.  To sum up, we have waived the fees.  Star will eat these charges, though there was nothing we could have done to avoid them.
  
  I kindly ask for your assistance to withdraw your complaint with the Better Business Bureau.  We are an outstanding company and always try to work with our clients for a good outcome.  We expend a ton of effort to protect our reputation and would be very appreciative if you would assist us with this.
  
  If there is anything I can do further to assist your or to provide further information, please do not hesitate to reach out to me.
  

  Customer response

  11/04/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** *******
  

*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. ↩