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:

  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.

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  Please confirm this complaint will be withdrawn based on his non-customer status.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

• Initial Complaint

  Date:02/24/2025

  Type:Product 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.

  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.

• Initial Complaint

  Date:01/09/2025

  Type:Service or Repair 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.

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

• 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:02/03/2024

  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.

  I am a retired disabled veteran and could not move during the ****** I contracted Quality Service Movers. Prior to moving, I asked about being covered by insurance and was told it was all covered, and I did not need to take out any additional insurance. The moving company packed up my household goods on 04.13.2023 and moved me on 04.14.2023. Due to unforeseen issues had to put things into their storage until delivery on 07.08.2023. On delivery, I was missing items (right away, I noticed my chair that cost $399.99. plus, taxes) and damage to other furniture, etc., the driver acknowledged this, as well as I informed the **** who set up my move the next day. They also charged me more money than originally quoted, claiming it was a new move, not an incomplete move. Now, they are refusing to fairly compensate me. I have receipts for my items, and what they want to pay me cannot repair or replace items. They only want to give me $30 for the missing chair, which I paid $399.99 + taxes. This has been since August when Ms **** was the **** She sent a check in the mail with no explanation or breakdown for $372, which was for everything I claimed, and that cannot replace my chair, which I got in January 2021. I sent back the original check; it did not come with any explanation or list or anything else in the envelope. I reached out to the company several times, and no one reached out to me. I sent an email again on 09.29.2023, in which Mr. ** reached out to me concerning my claim and said he would get back to me in a few days. Weeks passed with no response, then I was able to speak with **************** after several attempts, who said they are only paying me .60 cents per lb. I had two of the say chairs, and only one made it here in addition to other missing items. I was told it did not matter what my items were worth or I paid, they were only giving me that. I need assistance with resolving this issue. I have tried to reason with them, and now I am being ignored.

  Business Response

  Date: 02/05/2024

  In response to *********************** claim. In the course of a relocation, there are two valuation options that are available to a customer. The first is Ful Replacement Value option, which is available at the cost of an additional premium, if the customer chooses to purchase it. If the customer waives this option, then any compensate for missing or damaged items is limited to $0.60 per pound per article. This option is industry standard and comes at no additional cost to the customer. After reviewing the documentation, ******************** elected to waive full replacement valuation. As such, compensation was made based the valuation ******************** elected. Payment was made to ******************** on 24 August 2023. She then returned the original settlement, and it was postmarked 14 October 2023.After the check was received, ******************** re-opened communications with our office via e-mail and received prompt replies to discuss the matter. ******************* was re-advised of her valuation election. A new settlement check has been printed and was sent to ********************. 

  Customer Answer

  Date: 02/06/2024

  [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: 20842995
  
  I am rejecting this response because:
  When I first reached out to hire the company and I spoke to *****************************************, and we were going over things I specifically asked him if my households goods were covered from damages or loss etc. or do I need additional insurance I was told I am covered and good with everything,and I did not need anything additional coverage.  This was the first time I moved without going through the Military and wanted to make sure I was covered. Why would I waive to not be paid for missing items, when was this? Where did I sign stating I waived this?
  I submitted my claim for my missing and damaged items, which was the most important thing I needed to get (please see attached) and during the process when I asked questions kept being told they were working on it. I still had additional items missing and damaged that I did not claim because I wanted to get my other items replaced or repaired. I even submitted my receipt with my claim and was told it did not matter what I paid for my things or how long I had it, they are not going to be paying for that.  As stated, I sent the check back because it came with no letter or explanation, and this did not cover what I claimed.  In my last email and phone call to ****************** stated that what they are trying to pay me was not fair or compatible to my claimed items, as for a reprinted check I have not seen that and if is for the $372 I will have to return it when it comes because that is not what I claimed as stated in the attached, with receipts.    
  How can you state you are paying per weight when you dont know what my good weighted was per item, how fairy is this that I paid all this money and entrusted a company to move my property and they did not hold up their end of the bargain by delivering my property and or in the conditions they got it in.  Since I did not get all my things do I need to report a theft of my missing items because this is what it comes down to that, people are stealing in the company, because clearly my things were stollen. How many more people have they done this too.
  When I first moved, I was also quoted one price which I agreed upon, when due to unforeseen circumstances I had to delay my delivery which I told the representative the very next day and was told they can keep my goods in storage, and I will only have to pay the balance of my move and the storage fee.  However, when it was time to set up my delivery, they also increased my amount claiming it was a new move when I never completed my first move. Even when my things were delivered, they did not bring an inventory, but I had printed a copy out, so this tells me they wanted to just drop off my things and hope I did not know things were missing.
  I have attached a copy of receipts, inventory sheet (where a lot of items are missing) and emails. 
  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 02/28/2024

  ---------- Forwarded message ---------
  From: *************************** <*****************************************>
  Date: Monday, February 26, 2024 at 3:54:57 PM UTC-5
  Subject: Complaint ID ********; *****************************
  To: *********************************** <***********************************>
  

  
  
  

  This e-mail is in response to the above complaint.

  
  

  We feel we have properly adjudicated the claim for ********************, as the records indicate that the valuation option for her relocation was the Released Value option of $0.60 per pound per article.

  
  

  In order to try and being this matter to a close, a settlement check was sent to ********************, and she was re-advised of the amount. At no point did she advise that she was going reject the settlement. 

  
  

  I order to resolve this, I will initiate another search of our warehouse for her missing chair, as well as see if we can re-evaluate the claim.

  
  

  Respectfully,

  
  

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

  Claims Adjuster

  Quality Services Moving

  Customer Answer

  Date: 02/28/2024

  [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: 20842995
  
  I am rejecting this response because: *********** have not provided where I waiver coverage as well as they already told me they checked the warehouse, and my missing items were not there.  They keep repeating the same answer and not properly addressing my claim or concerns.  Do I need to report my items stolen?  I have provided documentation on my claim and receipts without any regard as well as was told it not their problem. What is the next solution for this? 
  
  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:09/27/2023

  Type:Service or Repair 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 Quality Services Moving for my Washington, DC to St. Paul, MN move. I paid a $670 deposit, $2680 on the day movers came to my DC apartment (September 13, 2023), and $3152.88 upon delivery in St. Paul on September, 19, 2023. The movers who packed my furniture repeatedly failed to follow my instructions which resulted in significant damage to my property, including: • One dresser • two bedside tables • one vintage bar cabinet • one standing desk They lost critical parts necessary to reassemble • one bed • one dining room table • one coffee table It took 2 days, 4 calls to customer service, and 1 call to my sales representative to even get a form to file a claim. A week after my move, the company has yet to communicate with me about an estimate on how long this process will take. Meanwhile, I am unable to fully settle in to my new home, I have no flat surface on which to eat, and my mattress is on the floor. This situation has made returning to work difficult and resulted in additional time off work. On September 13, 2023, I walked the lead person on the moving team through my apartment and noted that all of the furniture with feet or legs the legs come off and they need to be removed to move them. I repeated this information multiple times. This included my 2 bedside tables, two dressers, and the mid-century vintage bar cabinet. The two bedside tables have damage on the bottoms where the base has been cracked due to pressure on the feet. One of the dressers a foot broke off entirely, and they severely damaged the peg leg on the vintage bar cabinet that will require a master furniture repair person to reposition and redrill all of the legs. Given the general ineptness and non-responsiveness, I have no confidence that the company will be able to satisfactorily address and correct the damages, as such I want a full refund of $6,502.88.

  Customer Answer

  Date: 10/24/2023

  They sent me an offer to compensate me at 60 cents/pound which they say is standard - it came yesterday. The sum wont even cover the trash removal I need to hire to remove the furniture they ruined. 

• Initial Complaint

  Date:09/26/2023

  Type:Service or Repair 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.

  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.

• Initial Complaint

  Date:01/04/2023

  Type:Service or Repair 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.

  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.

• Initial Complaint

  Date:12/04/2022

  Type:Service or Repair 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 chose Quality Moving Service for a 2 stages move, 1--moving my belongings out of the old house 2--stored at QMS storage unit 3--moving from storage to my new house. During #1 move, I noticed that they made significant damage to my white freezer. I notified them of the issue. They said I can submit the claim. The claim was submitted in September 2022 to their Claim Department, *************************** is the head of their claim department. I did not hear back from them regarding this. Then at the last stage of the move #3 to bring my belongings to my new house, I discovered that in addition to the white freezer damage, my black refrigerator, the dresser (broken leg), and base to my television (cracked base) are also damaged (attached pictures). In addition, the mover also made a deep scratch (attached picture) to the wall of my brand new house. I submitted the claim to them on November 3rd. They replied on November 7th but disappeared since then. I sent a request for update on 19th of November but did not hear back as if being ignored. It has been 1 month since I submitted my claim. Please help me resolve this issue. My furniture and property are damaged but they are not responding to my claim. Thank you.

• Initial Complaint

  Date:09/22/2022

  Type:Order 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.

  The U.S. ********** of ***** (***) assigned Quality Services Moving (QSM) to handle packing up, storage, and subsequent delivery of our household goods. The packout was in 2019 and went so poorly that *** had to send a representative to the warehouse to repack everything. We received delivery of our goods from storage in June 2022. The movers did not come on the day they said they would, but did come the next day after we got *** involved. They did not bring the headboard to our bed, they had broken several items, and other boxes/items were missing. We submitted a claim for reimbursement of our lost/damaged items on July 20, 2022, within the time frame designated by QSM. We have received no response to our claim, other than them stating it is with their Claims Department.