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:05/28/2025

  Type:Customer Service 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.

  I had Dorm movers picked up my belongings on May 8th, 2025. On May 23rd 2025 I saw a charge for $564.75 in my account, so I called customer service to see what this charge was for. They informed me that this was a contract that lasted 4 months, which is not what they advertised to me. Nowhere in the initial setup process was this ever mentioned. Now that I have used their service, they informed that they have hid in the terms of service a clause stating that this is contractual 4-month storage, opposed to monthly storage which was advertised to me; when I called them out for this deceptive business practice they say I should have talked to an agent and gone through that process instead of using their online service where no agent was ever mentioned. I have been misled, If not outright lied to, I expect for this to be made right hopefully through canceling this charge because of it's ridiculousness. Additionally, I called them to resolve this. They said that they would escalate the situation they did not. They closed whatever ticket I had with no explanation of why. I have been treated rudely by customers service and I have been misled by this company. I expect this to be made right.

  

  Business Response

  Date: 05/29/2025

  Dear *******, 

  We are sorry you are dissatisfied with the total cost of the storage service with us. After a thorough review of the order and all interactions with our customer service department, it was determined that services were requested online through the customer account portal. We did not find any communications with our customer service team where it was discussed that storage was only needed for a short term. We do not have a short term storage offering at this time. We offer monthly billing to our customers who need more flexibility that aligns better with their financial budget. We understand this was not what you expected based on your specific service needs. A refund was processed based on the final review. Again, we are truly sorry. 

  Customer Answer

  Date: 05/29/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and accept this resolution.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* *******
  
   
  

• Initial Complaint

  Date:10/07/2024

  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.

  The company acquired 3 packages from the mailroom at my son's college campus in May of 2024. These packages were held at the company's facility in ********** ***** and were to be delivered back at the campus in August of 2024. One of the packages were delivered to the mail room with no notice with broken items inside. Two packages were never delivered. The company suggested we file a claim being that each package was supposed to have a $200 insurance policy along with doing business with them. According to *** claims there was not information from the company that provided the insurance was legit. The company also lied to *** about items in the packages by making up items that we have never owned. They acted as if they were the owners of the items not letting the company know these were not their personal items, as they are not a seller. They received a payment that we were not advised of, and they are giving false information about the packages to **** These packages included appliances and irreplaceable items that are worth well over $200 per package. We want to be compensated.

  

  Business Response

  Date: 10/10/2024

  Dear Mrs. Alexander, 

  We apologize for the inconvenience. Our team is working to get this matter resolved as quickly as possible. Unfortunately, due to an IT issue, the standard coverage of $200 API did not append to the labels in question. As a result, the claim was initially denied by our coverage provider UPS Capital. To remedy this matter, our team took it up on themselves to initiate a general claim with UPS which has a standard coverage amount of $100. Once the claims are settled and paid out, our intention was to cover the additional $100 as we want to do our best to resolve this claim for the standard UPS Capital coverage that would have applied to the order if the IT issue had not occurred. 

  The representative working this case is reaching out to the UPS lost package department as I write this response. They reviewed the claim status notes and there was not comments made that a payment was issued or the amount of that payment. Once we are able to confirm the payment was released to the company we can move forward issue you the full $200 for the box in question in lieu of the check arriving to us. 

  Our team will continue to work this claim until all payments are issued based on the standard coverage available per the terms of our service. 

  Again, we are truly sorry this matter is taking so long to remedy and appreciate your patience while we work through the process with UPS. 

  Regards, 

• Initial Complaint

  Date:10/03/2024

  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 5/13, 24, I paid the registration fee and hired Dorm Room Movers to pick up from my daughter ********* ***** at ********************** and store furniture and boxes of clothes and household items for the summer of 2024. The items were picked up on 6/5/24 and stored. We were charged $1,235.70 at that time. Attached is the invoice and evidence of payment. The items were returned to my daughter new dorm room at ********************* on or about 8/21/24. We went to the dorm room on 8/25/24 and found many of the items damaged. We filed a claim on or about 9/1/24 using Dorm Room Movers online claim system and received a claim number of 2366. A few days later it was denied without explanation. I tried calling and was told someone would call me back. No one ever did.

  

  Business Response

  Date: 10/10/2024

  Dear Mr. Clark, 

  Our sincerest apologies for the inconvenience. We hope the settlement agreement is satisfactory. Thank you for your patience and we hope you and the family have a joyful rest of the year. 

• Initial Complaint

  Date:09/09/2024

  Type:Customer Service 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.

  My daughter is missing two storage bins of her personal property for storage over summer , and the items were missing and the items inside both storage bins are worth over $ *****. They are not trying to help

  

  Business Response

  Date: 09/17/2024

  Dear *******, 

  We are sorry to hear about your experience. Our team is investigating this matter. When we have an update we will follow up with you. 

  Again, our sincerest apologies. 

  Warm regards, 

• Initial Complaint

  Date:08/25/2024

  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.

  Dorm Room movers came and got my sons things so they could store it over the summer break. Approximately two months ago, I found out my son would be living in a different location. That location was approximately 5 to 7 miles away from the campus where his stuff was picked up. At that time, I input the new address into dorm room movers and called them to make sure there was no problem with getting the supplies delivered to the correct address. I was told that as long as it was within a 10 mile radius, it would not be a problem. A couple of days before delivery Im being contacted and told they cannot deliver to that address because its too far away. The contract terms and conditions said they can delivery anywhere in a 10 mile radius. The company denied delivery because they said its 12.4 miles, but that is only because they want to drive away from the address before making a U turn to drive back to the address. I have pictures of several roadways that show the address at 7.4 miles If I simply used a 10 mile radius the two addresses are approximately 5 miles apart. After calling to understand why the company was changing everything last minute I finally asked where the warehouse was so I could pick up my items. They informed me that I had to pick a day because nobody would be available at the warehouses to help me. Every day I picked nobody was available. The company essentially told me that I needed to change my hotel rooms, my airplane tickets, and the dates I could enter into my room to accommodate their problem or changes to their terms and conditions. When I called , they must have provided bad information. After everythings been said and done, I shouldve just throwing all of my stuff in the garbage and purchased new things. Had I known that I was dealing with a company that has such poor practices I would have throwing my things in the garbage and saved my money. Attached is picture evidence to support my story.

  

  Business Response

  Date: 08/27/2024

  Dear ********************, 

  We are truly sorry for any inconvenience you and ***** experienced. An updated was provided earlier today informing my department that the delivery scheduled for today was completed successfully. We are glad we were able to correct the issue promptly and reunite ***** with his belongings. 

  Again, our sincerest apologies. 

  Warm regards, 

  Customer Answer

  Date: 08/27/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:08/21/2024

  Type:Product 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.

  We paid for Dorm Room Movers to ship my daughters belongings from ********* NC to Valrico Fl. We chose a shipping time frame (per the website) for August 12 2024-August 16th. We ordered this shipment in mid July! Our boxes have still not shipped as of today, August 21. No one answers when I call and emailed replies say there is a backlog in the warehouse. This is unacceptable. I have had to buy my daughter many supplies since her shipment has not arrived. They have not offered any solution. Shipping info: Soleil ********************** Going to **********

  

  Business Response

  Date: 08/21/2024

  Dear ***************, 

  My sincerest apologies for the shipping delay you are experiencing. The number we have on file for you is ************. We reached out to this number via text yesterday to let you know that our senior team reached out to the shipping department for an update and mentioned we would follow up today. This morning, we sent a new update to let you know the shipment was ready and scheduled for a *** pickup today. One of our senior team members will reach out to the number provided in your BBB report to ensure you have this information as well. We will be monitoring the shipment and providing an update once *** has collected the packages and the anticipated delivery date. It can take up to 24 hours for the tracking to update on the *** site once the packages are pickup up today. 

  Again, our sincerest apologies for the inconvenience. 

  Warm regards, 

• Initial Complaint

  Date:08/15/2024

  Type:Product 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 requested a storage and shipping service through Spaceship ( Dorm Room Movers, LLC) on June 3rd. I completed the shipping information process through the CALL on 17th May. The total amount I paid for my boxes is $358.44. I know that was not a significant amount of money, but the items in the boxes were not cheap, so I bought insurance for each box. Right now, I haven't received my boxes, and I don't know where they are, either. I ask for support, and I get nothing. I only accepted two choices. First, find my boxes and send them to me, or compensate me following the insurance: one box $1500, 4 boxes $6000. Through the call, they promised they would get boxes sent to storage and shipping to my college, and I DO NOT NEED TO BE THERE. I wrote my pickup information in as much detail as I could. Ridiculously, I didn't receive the services that they should provide.

  

  Business Response

  Date: 08/20/2024

  Dear ****, 

  We are sorry to hear about this inconvenience. Our support manager reviewed the order and noted that the packages in question were never collected by *** from the pickup address provided back in June. Your file was assigned to a senior support specialist who reached out last week but was unable to connect with you. A follow up email was sent as well. Based on the details of the review completed reimbursement cannot be offered since SpaceShip was never in possession of the packages in question. Our recommendation is to reach out to the pickup location to determine if they still have the packages you left with them. SpaceShip is happy to work with you to get the packages collected once confirmation is received. Again, our sincerest apologies for this inconvenience. 

  Warm regards, 

  Customer Answer

  Date: 08/21/2024

  So, why did the company not confirm the order pickup on June 3rd? If the company did not get the boxes, why did the company not inform me that my boxes weren't collected? My school had corporate with Dorm Room Mover. I typed my college shows that spaceships could help me better. So, my location definitely can be collected. Moreover, I request a refund, and I will not give up if my boxes disappear.

  

  Business Response

  Date: 08/22/2024

  Hello ****, 

  Our team is investigating this matter and working to get the packages collected. Our apologies for the inconvenience. A senior representative was assigned your account and will be reaching out to discuss. 

  Warm regards, 

• Initial Complaint

  Date:08/09/2024

  Type:Product 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.

  Per my contractual agreement order number #******, my recurring monthly bill is $145 due on the 8th of each month. On August 8 2024 I was charged a $54 late fee. I called to ask what the charges were for, and after an hour-long conversation, they indicated that my bill was not late and the fee would be waived. I received an email and a text one hour later stating that the late fee would be removed. I checked immediately the same day and the late fee was not removed. I attempted to call but they were closed. I called the following day August 9th, and while inquiring about why the late fee wasn't waived they stated the late fee was removed and put back on. I challenged the representer about that and he said I had 2 late fees for the current month. Also, the late fee that they're charging is an unscrupulous 40% of the bill. I'm asking Better Business Bureau to assist.

  

  Business Response

  Date: 08/12/2024

  Hello *******, 

  We are sorry to hear you are upset with your billing. Upon review of order #******, it was noted that a refund for the $50 late fee that was applied to your order for the unpaid balance from July was waived on 8/8/2024. As an additional show of good faith, our billing department also refunded the $50 late fee applied to the order in June for the unpaid May balance. We hope this is an acceptable resolution. It can take up to 7 business days for the refunds to appear on your statement. 

  Warm regards, 

• Initial Complaint

  Date:05/15/2024

  Type:Product 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.

  After paying for Dorm Room Movers i received an email and text message notification confirming that they had received my payment, and stating that they had assigned me a pick up window between 1:40 PM and 4:40 PM today, as they would be on campus. I received several text message notifications stating that they were two hours away, and then one hour away, and then that I was the next stop for pick up, and should continue to wait at my dorm. I would later learn, that the text messages they sent me were not at all true and that Dorm Room Movers had not communicated with their drivers in all that time. They just kept sending false messages to keep me waiting.By 4:30pm, no one had come and there were only 10 minutes left to the window. Myself, my college student and his belongings were outside on the curb in the rain add the dorm was closing and still no word from Dorm Room Movers. I called repeatedly and left messages on their voicemail and finally reached an agent "****" who told me that despite the text messages they had been sending me all afternoon - saying that they were on their way, and in the vicinity - that no one was coming, and she could not explain why. All told, I spent a consecutive 2 hours and 48 minutes on the phone with Dorm Room Movers. By 7 PM no one had come or provided any assistance. ****, the agent I spoke to when I first called took an hour and a half to agree to even contact her supervisor! ****** the supervisor did not offer any assistance.We live four hours away in ***********, and have two younger daughters back home waiting for us to return so we could stay overnight in the town of ******. Additionally, because we were strung along all afternoon under the guise that Dorm Room Movers were on their way, this removed any opportunity for us to find a last minute alternative or pursue any other avenues to store our belongings. They took our money and literally left us standing in the rain with all our belongings and no options!

  

  Business Response

  Date: 05/15/2024

  Dear Dr. *****, 

  We are truly sorry for the service disconnect that arose yesterday. Due to unforeseen cancellations in the field, our movers arrived at your pickup location early. The time frame given is an estimate and the team can arrive earlier than expected which is what happened. Unfortunately, due to a technical error, our logistics team did not receive the update from the movers that they had to move on to complete other jobs that were also scheduled. We understand this was a great inconvenience for you. A full refund of the $69.99 was issued immediately as this was only right after the communication breakdown that occurred. We know it is very unlikely, but if you ever find it in your heart to give us another chance, we would like to offer you a credit for future services of $39.99 plus a guaranteed 20% storage. Again, we are sorry and are taking steps to ensure our systems and processes are fully operational. 

• Initial Complaint

  Date:05/07/2024

  Type:Product 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.

  I was given a pick up time frame window of 11:30-2:30 pm on 5/3/2024 for pick up of items to be delivered to a storage facility. I specifically requested an earlier pick up time. I was next told that the pick up was running 1-2 hours behind. At that time, I simply requested to know the location of the storage facility to determine if it would be feasible for me to take the items to storage directly (it was too far). Dorm room movers then cancelled my pick up request and charged me multiple cancellation fees. I was told that the company does that to avoid customers showing up at the storage facility. The help hot line refused to let me know the location of the movers so I could communicate with them directly. When the movers finally showed up (2.5 hours past the 12:30 pick up time they subsequently gave me, the movers could not upload any of the pictures of my items, due to the website crashing/glitching, which delayed me even further. I spoke with a customer service agent on 5/7/24 and they informed me the max ****** they could offer was 25$. I told them I was going to file a complaint with the BBB and they said they were rescinding the offer. They nearly caused me to miss my flight. All customer service agents told me multiple different inconsistent things. I respectfully y request a ****** of 75$ due to all of the errors and extreme inconveniences ( for example part of the delay was due to the fact that the movers could not upload pictures on their website). The day in question was also my birthday.

  

  Business Response

  Date: 05/08/2024

  Hello *****, 

  We are sorry to hear that your experience with our service was not satisfactory. Upon reviewing the details of the order, we do see where the pickup date of 5/3/2024 was removed in error and then reconfirmed. The cancellation mentioned in your review was not charged to the card on file but waived as this was an agent error. When re-booking the date on the account, the last minute rescheduling fee was waived as well; however, there was a typo in the amount and unfortunately the card on file was charged $5. This amount was refunded yesterday to correct the billing concern and can take up to 7 business days to post back to the card. 

  When signing up for our services, we have a wealth of help articles to assist our customers with planning their move. One of those articles "Should I travel on the same day as my service" *********************************************************************************************************************** explains that we do not recommend traveling on the scheduled service date. The reason we do not recommend scheduling travel plans on the same day as the pickup and/or delivery is because we are unable to predict any unforeseen delays in the field. Many obstacles can arise that are unavoidable and therefore, the time frame given for pickup and/or delivery are only estimated and we ask our customers to be flexibly in the event that a delay occurs. 

  We would like to resolve this matter amicable and at this time, are able to offer a courtesy refund in the amount of $50 for the inconvenience experienced when the service date was accidentally removed from the account and then upon re-booking the card on file was charged $5 due to an audit typo. Please let us know if you would like us to proceed with issuing the $50 refund to the card on file. 

  Warmest regards, 

  Customer Answer

  Date: 05/08/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************