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:11/11/2024

  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 called to use this moving service to move my belongings from *******, ** - ****** to ************, ******** - ***. I was given a quote of $3650 for the first 1000 lbs and then $1.99 for each subsequent lb.The move was scheduled between Nov. *****th. They could not give me an exact date. I was told I would get a call a day ahead of time. They wanted a $1000 deposit which included a $200 fee for customs. They only accepted E-transfer. I wanted to pay with a credit card or cash on delivery. I received a call November 7th and I provided a list of belongings to the staff member. I was told they would be picking up my belongings in ******* on Sunday - Nov. 10th which is ahead of the previous scheduled dates. I requested to know how much this move was going to cost (total ***** The staff member called me today, Nov. 8th to state it was going to be over $12,000 which absolutely stunned me. I requested to cancel the move and also requested my refund back. I was told that I would not receive my refund back condescendingly as it was in the policy. I did not sign a contract therefore, I do not believe my refund should be withheld for no service at all. $1000 is a large sum of money to be given to someone who did not fulfill any work. I am not working currently and I would appreciate my money back to be able to make arrangements for moving my belongings myself by U-HAUL which is a much cheaper option for me at this time. Thank you for your time and consideration.

  Business Response

  Date: 16/12/2024

  Thank you for reaching out to share your concerns regarding your recent experience with our company. We understand that moving can be a stressful and expensive process, and we regret that your expectations were not met in this instance.
  
  After reviewing your case, we must clarify the situation and address your request:
  
  Booking and Deposit Terms:
  As per our agreed-upon terms and conditions, the deposit paid at the time of booking is non-refundable. This policy is explicitly in place because resources are allocated immediately upon booking, including administrative preparation and scheduling logistics.
  
  Cost of Service:
  During your initial inquiry, you were provided with a preliminary quote based on standard weight and pricing. When the detailed inventory of your belongings was received, the updated quote reflected the total weight and additional costs specific to your move. We understand that the revised cost exceeded your budget, and we respect your decision to cancel the service.
  
  While we empathize with your situation, we regret to inform you that we are unable to refund your deposit. We encourage you to carefully review the terms and conditions provided at the time of booking for further clarification.
  
  If you have additional questions or require assistance with documentation, please do not hesitate to contact us. We sincerely regret any inconvenience caused and appreciate your understanding in this matter.