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:05/16/2025

  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.

  On May 5, 2025, while delivering goods to a new neighbor in **********, **, the moving truck had a difficult time backing its long moving truck into a cul-de-sac. Unfortunately, they backed into my mailbox, damaging both the mailbox and the post. I let them finish backing into place, but when nobody came to me, I walked down to talk to the driver. He was very polite and walked with me to my house to see the damage. He said he would report it to the office, and as soon as he heard back, would let me know. When they finished unloading and left several hours later, he came to my house and said he had not heard back from the office, but took my contact information and assured me that someone would contact me. After a week without contact, I sent a message using their website explaining the issue. It has now been another week with no contact. This relatively minor issue could have been settled easily, but if the business fails to even contact you, that is a red flag to anyone thinking of doing business with them.

  Business Response

  Date: 05/19/2025

  Good afternoon.

  I'm not sure if you're aware but the complainant isn't nor has he ever been a customer of **********************.

  Please confirm this complaint will be withdrawn based on his non-customer status. 

  Kind regards,

  ****** ******

  *********************

  *********************************************************************

  Quality Services Moving

   

  Customer Answer

  Date: 05/21/2025

  In answer to your request for additional information:

  I did not have a contract, nor did I purchase goods or services with this company.  They were providing moving/delivery services to a new neighbor.  The truck delivering these goods, while backing down a cul-de-sac, damaged my mailbox and post with the cab of the truck.  Attached is a photo of the truck that caused the damage

  Business Response

  Date: 09/13/2025

  Good afternoon.

  We will be taking care of Mr. *********** yard damage, please see attached communication regarding same. 

  Thank you.

  ****** *******

  Claims Manager

  Quality Services Moving

   

  Customer Answer

  Date: 09/16/2025

  [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 is satisfactory to me. 
  
  Regards,
  
  **** *********
  
  

• Initial Complaint

  Date:02/24/2025

  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.

  The company moved my items into my home around 4-5 June 2024. The movers caused damages to the floors and walls. The moving company sent several repair companies to get quotes on repairs for the floor and the moving company selected a repair company that quoted around $2200 to repair the floors. The moving company offered only about $580 to pay for the damage. The moving compant never sent a repair company to get an estimate or repair the damage to the walls. We would like full compensation for these damages.

  Business Response

  Date: 09/13/2025

  Good afternoon.

  Quality Services Moving did send a flooring company to inspect Mr. ******** damaged wood floors and paid the total repair estimate that was submitted to us in the amount of $1369.50. The reason Mr. ******* initial $2200 estimate wasn't accepted is because I wasn't able to justify the $2200 estimate with the work that needed to be done. 

  Please find attached a copy of the floor company's estimate and a copy of his claim check in the amount of $1369.50. Mr. ******** claim has been completely resolved. 

  Thank you.

• Initial Complaint

  Date:01/09/2025

  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.

  We recently moved to **. Quality Moving Services (QSM) arrived with our furniture on 21 August 2024. However, while moving and assembly our home goods, QSM broke our treadmill, damaged the paint on our walls, and broke a glass tube on our chandelier. We took pictures of all the damage and filed an insurance claim with them 23 August 2024. However, despite our multiple calls, emails, and messages on social media, nothing has happened. We were told *** needed to come to our home to inspect the damage. But they haven't gotten back to us. Weeks occur between emails and messages with no movement forward.We would like to be reimbursed for the damage which is $5000+ USD.The only POC we were given are emails (no phone number).****** ****: *********************************** and ***********************************

  Business Response

  Date: 09/13/2025

  Good afternoon.

  We're addressing Mr. ********* concerns, see the follow up email sent this afternoon after not being able to reach him by phone. Is it possible to reopen this case so that we can communicate through your portal? I believe it would be better that way to have on record we've communicated with him and working to resolve his concerns. Please let me know if that's possible. Thank you.

  Kind regards, 

  ****** ******, Claims Manager, Quality Services Moving

  ******************

• Initial Complaint

  Date:02/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/28/2023 Quality Services Moving (QSM) moved my belongings to storage. QSM offers two "Valuation Protection Plans (***)." I knew I wanted Option 1 but was not sure between A, B and C. I talked to the salesman, ***************************** (CM), over the phone prior to the move and couldn't decide between B or C. I think I went with B.On 10/21/2023 QSM removed my belongings from storage and picked up the rest of my belongings from my home. On 10/21, I found the movers had broken the legs off a grandfather clock and the arm off a dining room chair. I immediately notified CM. He responded he would notify claims and sent me a form to complete. Later I found a box of porcelain was smashed. When I notified him, he said to send photos with the claims form. When I downloaded the form, it states if you pack your belongings, they are not responsible for damages. I immediately contacted CM. He assured me claims would look at the photos to determine who was at fault. When I asked about the furniture, CM assured me that claims had people they recommend. He also said he told claims I was a repeat customer and had additional coverage. After I submitted the claims form, I was notified by the lead claims adjuster I had no additional coverage. I informed her I spoke with CM prior to the first move and requested the coverage. Again, since I have yet to receive an itemized bill, I have no idea if I was charged or not. Yet even if I was charged, the claims adjuster stated because they did not pack my belongings, they would not accept liability for the damages. She did not say anything about determining who was at fault. At NO point was it relayed to me either on the *** form or by CM they would not cover items not packed by their company. For the furniture damages, they offered me $60 which will not cover the repairs caused by their negligence. Additionally, as of this date, I have yet to see a check from them. They owe me a lot more than $60.00.

  Business Response

  Date: 02/26/2024

  We appreciate your business and understand that moving can be a challenging experience. We take these concerns and matter very seriously. Upon reviewing your claim submitted on November 17, 2023, we want to clarify that, in line with industry standards, your move was handled under the released valuation of $0.60 per pound per article. It's important to note that when opting for Full Replacement Valuation, a deductible level must be selected and coverage paid for before the relocation begins. If not paid for, the coverage defaults to the standard released valuation. Our claim form explicitly states that claims for items damaged in boxes self-packed by the client may not be honored. This is due to the inherent risk associated with unverified packing, leading to potential transit-related damage. Unless there is clear negligence by our crew, we cannot assume liability for these items. We value your repeat business and want to assure you that your claim was thoroughly reviewed. A settlement offer was made, and all details, including the final settlement amount, were communicated to you on November 30, 2023. Since then, we have not received further communication from you. We understand the importance of resolving this matter, and we are more than willing to discuss the claim again to find a resolution that satisfies you. Please feel free to reach out so that we can address any remaining concerns.

  Customer Answer

  Date: 03/04/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21337562
  
  I am rejecting this response because:
  They are not taking responsibility for their salesperson who did not charge me for additional coverage as I requested, as well as the fact the box of ***** was clearly dropped by one of their movers.  We wrapped everything VERY carefully!!!  The contents were smashed and I sent them photos.  Also, the claims form that states they are not responsible for items not packed by them is sent AFTER the move if items are damaged.  That was not on the Valuation Protection Plans form you are given PRIOR to the move, or relayed to me by the salesperson when I said I wanted additional coverage.  They are being completely dishonest.   
  
  Regards,
  
  ***********************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 03/05/2024

  We appreciate your concerns regarding the claim in question. After completing a thorough review, and we were unable to find any records indicating that a request for additional valuation coverage. In situations where a customer state they requested such coverage,but the coverage is not reflected on the invoice, our policy is to investigate and determine if there is a record of the request, and then review to proceed accordingly.
  In this case, we have been unable to find any evidence of a request for the additional coverage, and as such, the claim would default to the standard liability option.
  Its important to note that claims for self-packed items are typically not honored, as there are challenges in guaranteeing the condition of the items or assessing the packing method. We still make every attempt to conduct a comprehensive investigation to make sure there is no potential negligence that *** necessitate handling the claim,independent of the self-packing policy.
  In this specific claim, we have not been able to any evidence that would confirm damages due to any mishandling,making it difficult to assume liability.
  We understand the importance of this situation and are committing to handling all concerns promptly. If there is any additional information that *** assist in resolving this claim,please share them with us and we would be happy to reevaluate them.We value your feedback and aim to provide the best possible service.

• Initial Complaint

  Date:09/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Quality Services Moving & Delivery (QSM) offers a full replacement value option (option 1 on their protection plan) . On the form, it states that QSM will “repair, replace or offer a cash settlement for any item that is damaged, destroyed, or lost”. In March of 2023 we opted for option 1 with a $250 deductible, and based on our shipping weight, this option cost me $496. We shipped a grandfather clock that was placed in a special box for shipping. On the day our household goods were packed and picked up, everything was put into to cares. What we learned is that QSM subcontracted our interstate delivery to another carrier, and all our goods were removed from the crates in Virginia prior to moving our goods to Florida. Apparently, the grandfather box fell forward forcing the gearing to come loose and damaging the clock face and gearing box beyond a simple repair. We also had a chair and vase damaged in the move. When we filed our claim on 17 July 2023, QSM sent us a check for $394 on 24 August 2023, with no other document or message explaining how the amount was derived. I paid for a $250 deductible coverage which cost me $496 (based on my shipping weight and deductible option). The grandfather clock’s replacement cost was $3,009. After talking with the claims adjuster, a QSM paid employee, we were informed that option one states “…at our discretion, either repair, replace or offer a cash settlement.” Clearly the cheapest “discretion” QSM chose was the cash settlement. We have no recourse in their decision. Essentially, in my opinion, the Full Replacement Option QSM offered is subject to heir discretion rendering the option misleading as best, fraudulent at worst. Imagine if we had more damaged, destroyed or lost items and QSM “discretion” chose the cash settlement far below replacement value for which you have no recourse to dispute.

  Business Response

  Date: 09/22/2025

  Good afternoon. 

  Mr. ******* claim was paid in the amount of $392.97 as a cash settlement as the damage sustained to the alarm clock could be repaired and was minor in nature. Mr. ***** did accept a full and final settlement for $392.97 and was issued on 8/24/2023. Please see the attached check copy confirming the check was cashed. Can you please adjust the status on this complaint to answered/resolved? 

  Thank you.

  Customer Answer

  Date: 09/23/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 20657941
  
  I am rejecting this response because: the item in questions was a grandfather clock.  The damage was the entire clock face, and gearing due to the clock falling forward.  The gearing box came loose bending the face and gearing beyond use.  The same offered was nothing close to the damage done.  I paid $350ish for coverage to repair or replace, but the company refused to do either. The money offered didn't include the cost of the chair that was also damaged.  Bottom line, getting the insurance they offered was a sham.  I'll never use them again. 
  
  
  Regards,
  
  **** *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Movers damaged wall in my townhouse. I made a claim with their claims department and they agreed to have a handyman fix it with an agreed price and for me to send the final bill.I have sent the bill and repeatedly emailed with no response and no payment for the service that was completed.

  Business Response

  Date: 09/22/2025

  Good afternoon. The clients claim form specifically states all damage must be reported to us within 30 days which would've been 9/26/2022. The claim form was submitted, and the repairs took place outside of the 30-day window which excludes the customer from coverage consideration. The repairs were completed on 11/03/2022. Unfortunately, we're unable to assist with any claim related damages. Please adjust the complaint to show it's been answered. Thank you.

  Customer Answer

  Date: 09/23/2025

  [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 is satisfactory to me. 
  
  Regards,
  
  ***** *****-*****