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:02/01/2023

  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.

  In November 2022 I contacted the company. The lady was extremely pleasant and nice and I told her the items exactly and she gave me an estimate. I asked if I could pay with a credit card and she said absolutely I give a deposit with a credit card And felt safe that I have the credit card insurance. A few days before the pick up. I was contacted by representative and I added a few more items and gave an additional deposit with a credit card. when they came in to pick up the furniture we had everything packed bubble, wrapped taped and ready to go by the front door with no stairs or anything my husband was helping them move the furniture so it's easier The driver suggested to put cardboard around the paintings, which was a total of 4. my husband said sure I have a lot of cardboard in the basement. I will go and do it and the delivery person told Him never mind you don't need to. I can do it for you with no problem there is no charge for that. When they loaded everything on the truck they ask for additional deposit of 60%. There was an additional charge for $550. When we enquired as to why they said it was for the cardboard and tape. And they insisted that we have to pay the deposit now with ********************* or cash. They will no longer take a credit card. I called the company right away and they told me that I should just submit. I'll complain in the end and they will refund me the additional $550 for the cardboard and tape .Two weeks later, a day before delivery. We get an email that they cannot deliver our staff, they need a shuttle to deliver to our house because they're claiming there an 18 ******* truck cannot through our subdivision.. And there will be a $400 minimum charge. Even though we had 18 wheelers trucks, going to our house all the time. We had an 18 ******* truck. Deliver our car right to our door. With no problem.I called the company again and provided a map of our subdivision, which is a straight circle with pictures showing them that there will be absolutely no issue for the truck to get in and out but they informed me that if we don't pay cash, they will not give us our things. So we paid and then they gave us our things. And we realised that half of our items are not in and. It turns out to be that some of our items were delivered to the wrong house four hours away. They told us that they're going to ****** reimburse us for the cost for us to go pick it up, or they will pick it up for us it has been over two months they stop answering our calls or messages and refuse to compensate us for the cost of getting out belongings from a location 4 hours away.

• Initial Complaint

  Date:01/27/2023

  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.

  I talked to ****** at Move US. I went through my belongings with her to move from ******* to ********* and she gave me a quote of $2319.98 with an initial down payment of $579.99, paid by CC. On that call she told me I didn't need to worry about packing things like my tv or Peloton and the movers would take care of that for me. She did not disclose that there would be additional fees for that (or I would have done it myself) or that they only take CC for the deposit (or I would have never booked them). I added some items in the coming week (but also took some away) and the estimate went up $1000, which I agreed to. After 4 PM the Friday before my Saturday morning move date they called to confirm and that is when they informed me they only take cash and I would need 60% at time of pick up. I needed to pay by CC as I'm being reimbursed for the move by my employer. Would have never booked them if I had known that. On top of that, when the movers had finished they told me the total would be well over $5k with no explanation of why it ballooned so high and will not give me a delivery date for my belongings until I can pay. I have never seen a more blatant example of bait and switch. All I want are my belongings back for the price I agreed to. I should have never been expected to come up with almost another $3000 cash on the spot for no good reason.

  Business Response

  Date: 02/07/2023

  First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.

  Our team works together with the client to prepare the estimate, including the inventory list, based on information provided by the client. Once the estimate is complete, it is presented to the client for their approval, which is confirmed with an electronic signature. The terms of the agreement including payment options, packing materials, and bulky items are clearly laid out in the estimate, and it is the clients responsibility to ensure that they have read and understood those terms before signing. The client received and electronically signed updated copies of their estimate at least 4 times prior to pick up and had ample opportunity to cancel without penalty but chose to move forward. 
  

  Payment options were also verbally explained to the client prior to pick up, at which point the client stated that they were planning to pay with a credit card but would figure something else out. Again, the client had ample opportunity to cancel but chose to move forward fully aware of the payment options. Had they informed us that this was an employer sponsored move, we wouldve offered ACH transfer as an additional payment option as well as more time to prepare the payment.

  Regarding the onsite increase, this would be solely because the client decided to add additional items to their inventory, purchased packing materials and had bulky items. The client was informed multiple times prior to pick up that any additional items not included on the estimate would be charged based on the agreed upon per cubic foot rate. Per federal regulations, any additional items and services requested which were not included in the original estimate and may result in additional charges require that the movers provide the client with a revised binding estimate which automatically cancels any previous estimates. 
  The client was provided a revised binding estimate which included all requested additional goods and services prior to loading the truck, to which their signature attests. The client also received a packing materials price list with an itemized breakdown of all packing materials charged, to which their signature attests. The client claims that we refused to explain the increase, but we did exactly that even though they were provided with clear documentation of all charges onsite.

  With this being said, we had already reached out to the client to work on a resolution prior to filing this complaint. Our agreement was not violated but we agreed to make an exception and arranged payment via Venmo so the client was able to pay the entire remaining balance with a credit card. We regret that the client found it necessary to file a complaint anyway, but we trust that the above explanation enables them to better understand our position in this matter.

  Customer Answer

  Date: 02/14/2023

   
  Complaint: 18940841
  
  I am rejecting this response because:

  The only point that was addressed was the on that got the company paid. I have been talked down to, yelled at, hung up on and promised calls/txt/emails back that have never come. And after all that, 25 days later I have a vague idea that my things should be being loaded on a truck today or tomorrow (no one called/txted me back to confirm). There's supposedly a facility manager who knows when the trucks should arrive, but "they don't talk to customers". I also asked to speak to a supervisor and was told "the only one above me is the owners and they don't talk to customers". My repeated emails to address the overage charges have been flat out ignored. So to recap, I paid 3x my original quote to not receive my belongings and no one at the company has been willing to work with me. 

  
  So to recap, it's been 25 days, no confirmed delivery date and additional charges that they are refusing to address. 

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

• Initial Complaint

  Date:01/23/2023

  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.

  On 3/30/22 we used MoveUS for a move from CA to NV. We were originally quoted $9,340 for the move. We asked for assurances that our items would not be unloaded and reloaded.On moving day, they came in 2 small trucks. The lead walked through and came back and said it'll cost $19,000. In a bind we went with that.They were unable to get everything loaded and had to come back the next day to finish with a 3rd truck.When they delivered the first load 2 weeks later, it was obvious things had been reloaded. They showed up (1 guy to unload), told us it was going to be $29,000 and wouldn't unload anything until we paid.It took 3 trips over 3 weeks (5 weeks from pickup) to receive our items.They wouldn't unload the final truck until I signed all the paper work. This included the inventory sheets.The contract stated they would reassemble furniture. They did not do this.Several items were missing completely. Because we had signed the inventory, nothing was done.A number of items were broken or damaged. We went through the claims process with their claims company, CSI. They sent the signed settlement to MoveUS on 9/10/22. I have since tried multiple times to get resolution and payout from Move US but they never respond.

• Initial Complaint

  Date:01/10/2023

  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.

  Questionable business practices and professionalism.Over the phone, we were given a quote in advance of our move date based on the number of rooms, furniture and other possessions in each room. The quote was arrived at after a couple of rounds of negotiating against their competition. We were moving a long distance and they scheduled availability the day before our actual move. When the movers arrived, they took physical inventory and argued that the amount of moveable items was more than what was shared over the phone. They would not begin to work until we negotiated a new price with their office. Hours went by and they took full advantage of the timing of our departure. The sales person in their office was never clear on how he arrived at the difference in pricing. He kept shifting criteria in a way that suggested to us that he himself was confused. We had to ask for clarification several times and all that he kept saying was that he could not spend the time preparing a detailed reconciliation nor could he share any level of detail In the end, we paid a material amount more than the original quote and more than the competition. We felt scammed.Fast forward to arrival date at our move destination...the two movers said that their truck was too big to drive down our long slanted driveway. So, rather than bring or rent a smaller shuttle truck, the two men spent the entire day walking furniture down the driveway. They asked us if we could order them lunch as they had not packed any. We said of course and then they ordered $56 in tacos.When hiring a moving company, make sure that you have them physically come to your home and sign off on every possession being moved. Most importantly, beware of this type of shady business practice.

  Business Response

  Date: 01/16/2023

  First, we would like to apologize for any inconvenience that the customer may have experienced.  It is never our intention for our customers to be less than satisfied with our services.

  Our team works together with the client to prepare the Estimate. Inventory is based on the information provided by the client. We present the client with this information for the client to review the Estimate reflecting the inventory, then the client approves with an Esign. If the client had more cubic footage then this would be solely because the client decide to add additional items to their inventory. We can accommodate additional items on-site with the understanding that they will be charged based on the agreed per cubic foot rate.

   Per federal regulations, any additional items and services requested which were not included in the original estimate and may result in additional charges require that the movers provide a revised binding estimate which automatically cancels any previous estimates.  The customer was provided a revised binding estimate which included all requested additional services prior to the loading of their goods to which their signature attests.

  With this being said we have reached out to the client to work on a resolution to their complaint. Our agreement was not violated but we understand if information provided to the client was not clearly explained. We apologize if we have caused the client any grief during this process.
  
  We regret that the customer found it necessary to file a complaint, but we trust that the above explanation enables them to better understand our position in this matter.
  
  
  

  
  

  Customer Answer

  Date: 01/18/2023

   
  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:12/29/2022

  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.

  Move US LLC also known as moveus.pro offered me a low quote estimate, I checked the cost of adding items and got subsequent quotes and decided to get rid of items instead. Upon arrival the ******* immediately said he would have to charge me for more space (he did not check the items, I had less than quoted) and also added other charges and wrote up my boxes were bigger than noted apparently (it says ********** medium on the boxes) which was what was quoted. This is their general business practice though it is on every legitimate review on their company. The mover (*******) told me he would bring it tomorrow (in state move) and of course the actual document says **** business days, which is obviously part of the scam. It was picked up on December 6 and it is December 29th and my only response has been weekly emails saying it will be within the time period. Their customer service is awful and forwards calls to voicemails and hangs up. I have been told 3 time a manager would contact me about the price upcharge with no response to date.

  Business Response

  Date: 02/07/2023

  First, we would like to apologize for any inconvenience that the customer may have experienced.It is never our intention for our customers to be less than satisfied with our services. 
  

  Per our Estimate and Bill of Lading governing this move, we have up to 30 business days from our first available date to deliver the shipment.Although we work very hard to meet our customers requested pick-up and delivery dates, sometimes it is not always an option for a variety of reasons which makes the logistics of the moving industry complicated and unpredictable. Unfortunately, delivery of the client's shipment was delayed due to unforeseen logistics but we kept in communication with them throughout the process and while the timeframe did exceed the average of **** business days, the items were ultimately delivered within the timeframe guaranteed in the contract.

  Regarding the charges added onsite, this would be solely because the client decided to add additional items to their inventory, purchased packing materials and/or had other additional services not included in the move. The estimate, which was approved and signed by the client multiple times prior to pick up, clearly states that any additional items not included on the estimate would be charged based on the agreed upon per cubic foot rate. Per federal regulations, any additional items and services requested which were not included in the original estimate and may result in additional charges require that the movers provide the client with a revised binding estimate which automatically cancels any previous estimates. The client was provided a revised binding estimate onsite which included all requested additional goods and services prior to loading the truck, to which their signature attests.

  With this being said, we have reached out to the client to work on a resolution to their complaint. Our agreement was not violated but we understand that the delay may have created a hardship and sincerely apologize if we have caused the client any grief during this process. We regret that the customer found it necessary to file a complaint, but we trust that the above explanation enables them to better understand our position in this matter.
  

• Initial Complaint

  Date:11/04/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am moving to ******** in November, 2022. Move US LLC has reached out to me, I had a nice chat with ***** (that is how he introduced himself,), and paid Move US LLC a deposit of $461.44 on October 12, 2022. Everything seemed fine till October 17, 2022. On October 17, 2022 I have reached out to ***** to see if they could send me a COI form required by the building management in ********. He said Move US LLCs team is going to send it to me. It didnt happen. I have followed up on October 21, 2022; then on October 24, 2022; then on November 3, 2022. Till November 3, 2022 he kept saying that Move US LLCs team is going to send me a COI form (required by the *****************). Message I sent on November 3, 2022 has been ignored by him, I have also e-mailed customer support at ********************************** no reply, I have called their number - ************** - no answer.

  Business Response

  Date: 11/08/2022

  We would like to apologize for any inconvenience that the customer may have experienced.  It is never our intention for our customers to be less than satisfied with our services.

  This client requested a Certificate of Insurance for her delivery location, she said that the management required this 48 hours prior to the delivery. We sent the the ***,48 hours prior to the delivery. I have attached the email of her stating her request and the email from CS provided her with the *** 48 hours prior to her delivery.

  We have been in contact with her since Nov.4th and have responded to every request. The representative she was working with had been accepted into the police academy and may have not notified her that he would not be available. None the less, our **************** has been working with her directly since he left. We reached out to the client to see if there is anything else we can do to resolve her complaint.

  We regret that the customer found it necessary to file a complaint, but we trust that the above explanation enables them to better understand our position in this matter.
  
  
  

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18357812
  
  I am rejecting this response because:

   

  A) I havent heard from the company starting 10/21/22 - ending 11/07/22. Though the company made sure to charge me the amount of $461.44 RUGHT AWAY, on 10/12/22 (details of the transaction attached). IF YOU CHARGE PEOPLE MONEY, YOU MUST ALWAYS KEEP IN TOUCH AND EXPLAIN CLEARLY AND RIGHT AWAY ANY DELAYS IN YOUR RESPONSES! I HAVE PAID RIGHT AWAY AND DIDNT MAKE YOU  WAIT FOR MY PAYMENT - YOU MUST ALWAYS RESPOND AND MAKE SURE THE CUSTOMER (WHO HAVE PAID AND BY THIS HAVE COMMITTED TO YOIR SERVICES) IS ALWAYS CLEAR ON WHAT IS HAPPENING. 

  B) EXPLANATION RELATED TO THE DELAYS OF YOUR RESPONSES MUST COME FROM YOU IN A TIMELY MANNER. NOT VIA BBB. IF YOU TOOK MONEY YOU ALWAYS MUST MAKE SURE THAT THE CUSTOMER HAS ALL THE INFO. 
  

  C) Basically Move US LLC have charged me  $461.44 to demonstrate their terrible customer service. I am now not surprised that they charge such a huge non-refundable deposit, most probably deposits is the main way the company makes money. Perhaps IRS should take a look.

  
  Sincerely,

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

• Initial Complaint

  Date:10/23/2022

  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.

  Our items were picked up in *********, ** on 8/2/22; delivered to our address in *** on 9/9/22. Job # with Move US: NC3201218. Contract value: $2,626.37. The work with Move US prior to pick up was fine. They worked with us to compile and revise our list, and validate the items were within the 200 cubic ft of the contract. They provided measurements for each item type and I validated these by measuring each item before the truck arrived. When the truck arrived, issues began. The ******* got out and within 1 minute told me our shipment was 230 cu ft in his estimate, and I would need to pay more. I asked him to go through the item list, and explained that we were under 200 cu ft in my emails with Move US. He insisted without any measurement that we were over. I offered to go through the list again, and show him what was removed and added. He stated that some boxes were larger than expected, though they were within the cu ft given for S, L and XL boxes provided by the company. When I called to the **************** team to address the added cost, he became more upset and wanted to leave. He stated he is the *******, he does not need speak to anyone else in the company.I started to measure each item and wrote the measurement on each box, to resolve the situation other than by estimate. The ******* got increasingly upset that I would not pay more without measurement. He was unprofessional throughout the process. Eventually the company called him and told him to take the shipment as is. The crew did not wrap any of our items (as included in the contract), scraping a table across the floor of the truck as they pushed it across the truck floor, scratching it. I am not sure how much of our damage was due to this pick up crew, perhaps even intentionally. On arrival, every package marked fragile arrived totally destroyed, with holes poked through each package. A suitcase had a 7 inch cut all the way thru damaging clothes inside, as if made by a box cutter.