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:02/04/2025

  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.

  On November 15, 2024, my elderly parents, ****** and ****** *****, hired a company called Assurance ********************************************* to transport all their personal belongings from *******, *******, to their new home in *********. The company charged my father $18,000 for the moving services.Despite receiving full payment, Assurance ********************************************* has failed to provide any services. As of three weeks ago, the company has ceased all communication. They have not returned any of our phone calls, and we have been unable to reach them through any means.We are seeking assistance in recovering the $18,000 paid, as well as any legal action that may be appropriate against the company for failure to fulfill their contractual obligations. Given that my parents are elderly, this situation has caused them significant distress and financial hardship.We appreciate any help your office can provide in resolving this matter.

  

  Business Response

  Date: 02/16/2025

  1. This individual is not authorized to discuss this contract as they are not on the contract

  2. The company has submitted these complaint to company attorney as the statements in this complaint is false

    The customer that they are referencing to per contract still owes delivery out fees and other fees that are outlined on page 4 of the contract that was outlined on page 4 that would need to be paid right before delivery which is different from actual storage days and handling fees. The company will audit the charges in the end and bill the customer if there is additional charges

  3. In the beginning the company collects all fees except for those final fees anticipating that the customer will take care of those fees at the end 
  4. The customer that they are referring too told the company on December 30 that they moved in to their home. Per the contract, when a customer moves out of ********************** the customer will be put on the next possible run. The office came back into operation in January. January trips are already planned which puts the delivery window into February which is reasonable as the customer did not pay for exclusive use of the trailer.
  

  Trying to recover $18,000 which is not even what the company has collected is illegal and a violation of this contract. The customers charges plus the delivery out fees so outlined on page 4 of the contract easily exceed $16000 without a final audit . Its all in black and white

  At the end of the day the company is in compliance of all the terms and conditions of the contract to Include the costs and timing of delivery. We will communicate directly with the customers. Any further slander / defamation will be dealt with legally and per the contract customer is liable for legal fees and other costs.

   

   

   

   

   

• Initial Complaint

  Date:10/15/2024

  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 ordered a service for moving. A few days later I get an email asking if I confirm the charges below. There was a charge I was not quoted and I did not agree to. I declined the service and ask for my deposit back. They said they would not give me my deposit back.

  

  Business Response

  Date: 11/07/2024

  The customer agreed to the terms and conditions. We are in the process of giving this information to the credit card company to settle a dispute that he filed to defend our poistion. The company is open to providing a refund if the customer is willing to delete a bad review posted.

• Initial Complaint

  Date:06/16/2024

  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.

  I hired Assurance Moving and Storage to transport my car, furniture and other belongings from **** ******* to ************************ on April 25th 2024. As of today June 16th 2024, my property has not been not been delivered. When I ask them about a delivery date, they tell me "you will receive a call 48 hours before delivery". When I press them further, they say my contact states "no guaranteed delivery date". Also they did not give me a copy of the contract. Their failure to deliver my property has caused me untold inconvenience and stress as well as additional expenses.

  

  Business Response

  Date: 07/02/2024

  1. The contract was provided via email and personally hand delivered upon signing. 

  2. The contract does state that delivery notification will be 48 hours before delivery

  3. There has been legal issues with this shipment on the customers part that we are not able to discuss pubically.

  4. Deliveries have started and we are making our way towards the east coast as we speak and will be in contact soon. 

   

  Customer Answer

  Date: 07/04/2024

  1. The mover did come to my house where I signed the contract. However no copy was left with me and none was emailed. I am requesting the mover send me a copy of the contract.

  2. The mover did not inform me of any legal issues with my shipment and I am not aware of any legal issues.

  3.The mover states deliveries have started. This implying I will be receiving my belongings "soon". I have been given similar statements before ( most recently in a text on June 3rd). Still I don't have my car and other property.

  4. I believe I am owed compensation for the inconvenience and additional cost l have incurred ( Uber, cabs, buses as well as buying items I already have). I have been paying rent on an empty apartment since May 1st.

  I am 82 years old with a recent cancer diagnosis which is why I moved to ************************ to be near my daughter. It is also why I was willing to pay Assistance Moving and Storage thousands of dollars to bring my memories with me.

  As stated before, my complaint stands. My belongings should have been delivered by now.

   

   

  

  Business Response

  Date: 07/04/2024

  1. The General manager personally signed a second copy of the contract and gave it to the customer the reason being because the customer could not esigned the document. As such since customer denies this any copies of any documents shall be only supervised via attorneys. I have a copy of the document on her coffee table to avoid falsehoods as this

   

  2. per the contract, the mover does not owe any money for inconvience as a guaranteed delivery date has not passed

  3. In light of money claims demand tat is not do, the customer will receive an email to wire the final delivery balance in certified funds once the carrier is 48 hours from delivery.

  4. If customer feels like they are owed money per federal regulation they may file an inconvience claim with the carrier at which point the company will provide the evidence to deny such claim 

• Initial Complaint

  Date:06/05/2023

  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.

  Assurance moving and storage is taking a very predatorial marketing approach. They are sticking brochures on people's cars, which I do not see an issue with. They do also however slap another promotional magnet on the back of your car (near the license plate) which is very hard to notice unless you are behind the car. They are essentially hiding advertisements on people's car that had no intention of promoting their product.

  

  Business Response

  Date: 07/13/2023

  This is not a person that we have done business with. The company has many forms of advertising and does not do any predatory advertising. We apologizes if you feel this way but this is never our intentions.