Complaints

This profile includes complaints for Superman Moving & Storage, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Superman Moving & Storage, LLC

  8160 Greenwood St Anchorage, AK 99518

• 

  Superman Moving & Storage, LLC

  1577 C St Ste 101 Anchorage, AK 99501-5127

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:11/21/2023

  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.

  We had them pack and pick up our house hold furniture and personal items at the end of September and put them in storage while we found a new place to move towards the end of December i called them to ship our stuff they told me it should be shipped in first part of January they informed me that they could not ship because no room on transport so i was charged $660 a month until we received our items which was middle of April at that time i was still working on the slope so my brother had to here when the truck was unloaded we did not get all of it because the way it had been loaded there were 5 families stuff in the trailer with nothing to separate the different family stuff i would storage fees refunded for the 3 months they failed to ship

• Initial Complaint

  Date:08/21/2023

  Type:Order 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.

  My household goods are being held hostage and I'm paying ******....literally. Our household goods were picked up on June 8 and June 10. We organized the move so that wed be able to see our household goods off and immediately welcome them in ***********. We did not require nor request storage. The sales people told us that it would most likely be 4-6 weeks for us to get our HHGs but conservatively put 6-8 weeks on the estimate quote "just in case". It is now well past the **** weeks stated on the contract. My voicemails and emails rarely get returned. On 8/11, **** informed me that my HHGs departed *********. Now a week and a half later, no one can tell me where my HHGs are or when they will arrive.I am paid in full which was supposedly a requirement for my HHGs to even leave *********. The paid in full amount includes $820 in storage fees which I did not require or request. I want that $820 refunded. I also want the $400 labor deposit refunded since it was never deducted from $2000 labor charge. Since Superman is in breach of contract for not delivering my HHGs within the **** week timeframe stated on the contract, I want to be partially refunded to help compensate for the furniture I am having to rent, clothes and goods we had to buy, and services I have to pay for (i.e. lawn care because I dont have my lawn mower). Most importantly, I do not want to be nickel and dimed for anymore costs which I am certain they will try add to have my HHGs finally delivered.I do not believe these are honest mistakes nor do I believe that Superman has ever acted in good faith. We have been bamboozled from the beginning with Superman grossly underestimating our HHG weight, to holding our HHGs in unrequested storage while being charged, to not knowing when well finally get our HHGs despite it being over 10 weeks. I dont want to imagine the hoops Ill need to jump through if I have an insurance claims. This experience continues to be a nightmare for my family and I.

  Customer Answer

  Date: 08/22/2023

  Hello,

  Superman Moving & Storage has reached out to me and offered to settle this complaint. As per the settlement agreement, could you please remove my complaint with the company?

  Thank you,

  ************************;

• Initial Complaint

  Date:07/13/2023

  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 moved to *********. I hired what claimed to be a mover, but is not. They had a subcontractor, Alpha to do the actual move; they picked up my stuff 12 Nov 2022. the subcontractor had yet another subcontractor- superman moving for delivery. 13 June 2023, superman first demanded more money than agreed, made only a partial delivery, without any paperwork or documentation. when they were 'done', I told them there is much missing, go check the inventory. "we don't have any", they left without assembling anything.. I called for another appointment, (#2) they never showed **. They did show ** in time for #3, but still had no documentation or inventory. I called again, and had another delivery (#4),today, they never showed..It has now been over 8 months for my stuff to arrive from CA.

• Initial Complaint

  Date:06/12/2023

  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.

  We hired Superman Movers ion 3 occasions, the last time in late Sept. 2022 to have them remove household items from a storage unit in *********, to their storage until the items could he transported to ************, **, which was done in Nov. 2022. While unloading we noticed a nice computer chair was missing, and commented on it to the driver. We then contacted Superman and were told theyd replace it. Later they withdrew that and said wed signed off on the delivery, although we believed we were just acknowledging receipt of the shipment which was our daughters belonging. We had no idea then if every item in the 3 bedroom house was there, but we knew the chair should have been because we watched them take it from the unit. Suspiciously, although it was one of the first items taken, the crew failed to record it, so no record, and then no chair. Other items are also missing, many damaged items also.In dispute is $150 which finally they agreed to pay for the $225 chair. We have their signed document of that agreement, attached. Thats dated March 3, 2023, and theyve yet to pay it. Repeated calls to them go unanswered; but once when someone answered we were told they had 45 days to comply, and thats long past.Order/job No. 077767.We have yet to go through everything but we know items are missing, including a stainless steel waste basket, which also suspiciously failed to be recorded by the Superman crew. A box of household goods is also missing. Possibly more. We oversaw the process of the movers removing everything from the storage unit so we know without question the chair and wastebasket were in their hands.

• Initial Complaint

  Date:01/25/2023

  Type:Delivery 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.

  Superman Moving took possession of our household goods and 2 guns on 9/20/2022 with the expectation of delivering from *********, ** to ******, ** in **** weeks. My spouse and I have persistently been trying to get information about where our goods are and when they will be delivered. We have continued to be told our goods are in *****, ** awaiting further transport, but have not been given a definite timeline on when that will occur. We will continue to be provided with dates but a few days prior to that date arriving, they will change the estimated delivery date. It is difficult to get a call answered, a call back, or any helpful information from the staff. Also, I have no proof that my belongings (to include guns) are actually in *****. I am beyond frustrated and have not been given options other than "hang in there." I need an effective plan for resolution that has some sort of backing other than their word.

  Business Response

  Date: 02/06/2023

  Hello ***** Family,

   

  Superman Moving and Storage does take pride in our customer service and we do apologize for the delays in shipment along the way for your account. We do recognize we are late on delivery and plan to have your family file a claim for the delay of shipment. Superman Moving and Storage will process a refund for the Delayed Shipment. Please file a claim at ******************** to receive a monetary refund. The household goods were delievered yesterday 02/05/2023. Thank you 

• Initial Complaint

  Date:11/01/2022

  Type:Billing 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.

  Hello BBB,Please help me! I do not owe Superman Moving Company $1,233.60! Why are they s******* me over? I have paid them all their money, but they are still holding my stuff hostage. Now they are charging me any extra $1,233.60.Last month they also illegally charged my bank account $2,000 without my permission! And I still don't have my household goods. How is any of what they are doing to me legal? Please help!

  Business Response

  Date: 11/07/2022

  09-16-2022 Authorize.net $8000.00 ********* #**** *********** Refund
  09-16-2022 Authorize.net $2000.00 ********* #**** *********** Declined
  09-24-2022 Authorize.net $2000.00 ********* #**** 63950563903 
  09-17-2022 Authorize.net $2000.00 ********* #**** 63937963400 
  09-24-2022 Authorize.net $10000.00 ********* #**** *********** Declined
  09-24-2022 Authorize.net $10000.00 ********* #**** *********** Declined
  09-24-2022 Authorize.net $10000.00 ********* #**** *********** Declined
  09-24-2022 Authorize.net $5000.00 ********* #**** 63950824017 
  09-25-2022 Authorize.net $5000.00 ********* #**** 63952522340 
  10-24-2022 CHECK-5009 $3095.00 #*********************************************************** Authorize.net $287.84 ********* Storage *********** Refunded
  07-26-2022 Authorize.net -$287.84 **** -**** - Approved

   

   

  Above is the summary of charges for the cusotmer, the household goods are inbound for delivery they were to be deleivered **** weeks after customer called and paid a large amount to the account. Since he pushed the delivery  date the timeline restarted and time line was effective 09/24/2022 We are at week 7 and the goods are being shipped to the east coast thus the delivery will be closer to week ****. Once the goods have arrived to the east coast we will call customer for remaining balaance and deliver. The customer has not paid in Full as per the revised invoice there is abalance of $624.14. We are not sure where the $1,000  request came from. On 10/26 the Operations Manager sent the revised invoice and advised of the $624.14 balanace remaining. If you have any further questions please reach out to us. Thank you 

• Initial Complaint

  Date:10/30/2022

  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.

  I hired Superman Moving and Storage, *********************************************************************, to move my personal and household belongings from my place of residence at the time which was *************************************************************************************. I paid in full the money owed them which was $4484.38 to deliver my belongings to the new home I purchased at ****************************************************************. They were to drive it down and deliver it in approximately 4 to 10 weeks. It has been ***************************************************************************** ************, ** as they could not deliver it to me as it would not pay for them to deliver just $2500 pounds. They have lied about everything. They did not drive it down. It was put on a barge. Now it is sitting in a warehouse and they are refusing to bring it to me until they can make it cost effective for them to deliver it while I am having to buy things I need that I already have in my things they are holding.

  Business Response

  Date: 11/07/2022

  This customers shipment was delivered as of 11/04/22. Advised customer that she is able to file a claim for delay of shipment through our csi.com website. Once the claim is processed we are able to issue the approperiate refunds. Thank you 

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18335543
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/23/2022

  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.

  On Thursday, August 11,2022 I hired Superman Moving & Storage, LLC to move me from my appartment in ********* into my house in *******. The rate we agreed to was $350 per hour plus a $150 flat one-time charge covering the round-trip commute driving. The movers arrived at the pickup location at 12:30 pm and ended their work at that location at 3:30 pm. They arrived at the location's drop at 6:00 pm and finished their work at that location at 8:00 pm. During their work time, they took 105 minutes of breaks (four 15 minutes breaks in the ********* location and three 15 minutes breaks in the ******* location) which they said we wouldn't be charged for. However, the moving company charged us a $700 down payment and an additional $2439.06. We contacted ******** from the Superman company, who assured us that our complaint would be resolved, but no call back was received. When we spoke with *************************, the operation manager at Superman Moving, she was very rude, aggressive, hostile, and refused to provide information about her superior, stating, "I am the Boss here, and you can't talk with anyone but me". She then hung up the phone. According to the BBB, this company is notorious for doing this to their customers, which landed them a D rating on their website. We do have evidence that supports our claims against this company. We also have a copy of the document that we signed electronically at the end of the move after noting the exact arrival/departure and the $150 flat transportation rate.

  Business Response

  Date: 09/02/2022

  Dear ***************************,  
  Here at Superman Moving & Storage, LLC., we genuinely value all our customers, our goal is to provide the highest level of service. We received your complaint regarding your ************ and would like to reassure you that weve taken care of the discrepancy.  
  On August 11th, you received 4 Professional Movers for a total of **** hours of Moving Services. Your hourly rate was $350 for the actual labor, and you also received a discounted hourly rate of $150 for the drive time from ********* to ******* as a courtesy.  
  The Movers arrived at 12:30pm at your pick-up location and successfully secured and loaded all your personal belongings to be delivered to *******. The Movers then took a 30-minute lunch break from 4:00pm 4:30pm then proceeded to head over to your destination address located in *******. They arrived at 6:00pm and successfully unloaded all your belongings into your new home without any issues or damages before heading back to ********* at about 8:45pm. The end time of your service invoice is listed as 10:15pm. 
  Here is a billing breakdown of your service invoice:

  12:30pm 4:00pm = 3.5 Hours of Labor at $350 an Hour = $1,225.00
  4:00pm 4:30pm = Lunch Break No Charge on Service Time
  4:30pm 6:00pm = 1.5 Hours of Drive Time from ********* to ******* at $150 an Hour = $225
  6:00pm 8:45pm = **** Hours of Labor at $350 an Hour = $962.50
  8:45pm 10:15pm = 1.5 Hours of Drive Time at $150 an Hour + Overtime Rates = $281.25
  Grand Total for ************ (including Card Processing Surcharge Fee) = $2,883.52

  Your grand total for your ************ was $2,883.52. There was a small discrepancy on the billing portion of your account due to the varying rates for Labor and Drive Time. However, we have refunded the difference of $255.54 back to the card on file; please allow 3-7 business days for it to appear. We sincerely apologize for any inconvenience youve experience, that is not our intent. If you have any further questions or concerns, please feel free to contact us directly at **************.  
  Thank you for choosing Superman for your Packing, Moving, and Storage needs, we sincerely appreciate your business!  
  Yours in Service, 
  Superman Moving & Storage Team 
  ***********************************  

• Initial Complaint

  Date:08/08/2022

  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.

  On July 29th I called to schedule an appointment to have a washer/dryer moved from one condo unit to another within the same complex. The move was scheduled for August 5th. The person on the phone was explicitly told it was a washer and dryer to be moved, the distance was under 50 feet, and both units were upstairs on the second floor. I was told that the movers would call 30 minutes before arrival between noon and 7:00pm. On August 5th 3 movers arrived 2 hours early out of the scheduled time frame. They did not bring the proper equipment in order to move appliances. When asked why they did not have an appliance hand truck, one of the movers stated that the 2 hand trucks in the office were broken. They decided to move each appliance by hand. It was strongly stated by a family member, watching the crew, that they should return to the office to get an appliance hand truck. A mover replied they could "manhandle it". The washer was moved out of its spot located in a laundry closet by 2 movers. As the movers carried the washer through the hallway, they dropped the washer flat, onto its back, from 18 inches to 2 feet off the ground. My family member informed the crew that the office would be called if the washer was damaged. My family member then called me to let me know what happened. The washer arrived in my unit. The movers never disclosed they dropped it. When I was asked to sign the moving paperwork I said "So you dropped the washer", only then did they admit it had been dropped; only after prompting. When running water through the washer, that very night, to check for damage, I discovered soapy water leaking from somewhere in the interior of the washer out the bottom panel. It took 2 days to to get a hold of the claims person. When asking if the manager was present they hung up on me. I was emailed incorrect paperwork I needed in order to file a claim. The company made no offer(s) of assistance. No response was received from their 3rd party claims *****

• Initial Complaint

  Date:07/28/2022

  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.

  I paid this company for two hours of moving help which included 2 men. The items they were tasked to move were a couch and a China hutch. From the start they sent two males, whom request to use bathroom services inside the home upon arrival. They later charge time and service to clean up their own truck from the previous move they did for another party. Once they began moving the two seater couch , one male consistently kept dropping one side and was not able to actually carry the item. He was sweating to a point that he looked to be unhealthy. Once it came to the China hutch, the lightest item he stated he didnt feel competent to pick it up and refused to move it. We had two extra men of our own help load the two items. When we addressed the company why they sent someone who was staring out loud that he was not able to do the job they became irrational and heightened their tone and hung up. We dont understand why this company has been advertising its services when they were not able to uphold them and while we are paying them they also request to use our bathroom services in residential home. This is not the only case of them sending workers into residential homes to use services while they are being paid to move. Their worker was visibly unhealthy and while working in residential homes with no mask.

  Business Response

  Date: 08/01/2022

  To whom  it may concern,

  Superman Moving has the right to refuse service. We are moving forward refusing service to *************************. The customer called the office calling the movers incompetent, used racial slurs, and other vulgar language not worth repeating. The account has been notated. Please do not contact Superman Moving for future moves. Our movers work very hard everyday and they should not go into a situation where they are undermined and yelled at. **** called the office using the horrible language during her call in which resulted in the office staff stating Please do not call us for future services. The move was charged for the time the movers went to the location to the time they came back to the warehouse to complete her move as stated in the Terms and Conditions.