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:09/13/2023

  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.

  I used GetSpaceShip, a subsidiary of Dorm Room Movers (which I'll elaborate on shortly), to store two boxes of my belongings over the summer. I've been dealing with them for the past two weeks, and my boxes are still nowhere to be seen! Prior to my arrival, I had scheduled the return shipment of these boxes on August 26th. I received an email on August 28th stating that my 'retrieval is being prepared for shipment from our warehouse on August 28th, 2023.' A week later, with no progress on the shipment, I reached out to GetSpaceShip on September 5th. A representative assured me that the box would be shipped out by the following day at the latest. During our conversation, they also revealed that their system showed only one box registered and not two. I explained that I had the *** receipt confirming the shipment of two boxes to their warehouse. They instructed me to email the receipt to Dorm Room Movers. After emailing them the receipt, they acknowledged finding the second box and told me that they would have to register it in their system before shipping out. Several days passed with no movement on the first box, which had always been in their system. I reached out again and was informed that *** had been unable to collect the first box 'yesterday' (September 8), but it would definitely be shipped out 'today.' I waited a few more days, and there was still no sign of my boxes. Today is September 12 (!), and I have yet to receive either of my boxes. Despite multiple emails and daily phone calls, I keep hearing that the first box will be shipped out 'today.' That promised day never arrives. I am still waiting for the FIRST box to be shipped. This delay has left me without all the essential items. I echoed another person in this threat. These items are vital for my academic success and overall quality of life! I find this lack of transparency and honesty extremely irresponsible and alarming, particularly when the service is advertised as 'worry-free' for students!

  

  Business Response

  Date: 09/18/2023

  We do apologize for any delay in your retrieval of your SpaceShip boxes. As of this response we can confirm that you have received 1 of the 2 boxes that you requested to ship and the 2nd box is scheduled to ship this week. While retrieval requests can take up to 6 days per our website before they ship, there was a longer than expected delay to the duplication of the labels used to ship the boxes into the warehouse. Considerations have been made and an additional email from our SpaceShip supervisor advising of the status will be sent by end of today,

• Initial Complaint

  Date:08/29/2023

  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.

  I stored my college items with Dorm Room Movers over the summer and I scheduled for everything to be shipped back to me the week of August 21st, with an estimated arrival of August 26th at the latest. It is August 29th, and I have still not received my boxes. I have started my college semester without essential items that I needed and expected to have by now: a water filter, a fan (no air conditioning in dorms), extra sets of bedding, school supplies, etc. All of these items are crucial to my academic success and quality of life. I have spoken to Dorm Room Movers on the phone more than three times, and they tell me that their warehouse, which is only a 30 minute drive from my university, is backed up due to delays and a higher number than usual of requests. But the purpose of their service is to help college students move in and out, they have the entire summer to prepare for their busy seasons and should have been able to anticipate a high number of requests. I still don't have any of my stuff. And I wouldn't have any information about it if I hadn't called independently. To me, this lack of competency is outrageous considering the amount of money I spent and also the nature of the service.

  

  Business Response

  Date: 09/02/2023

  We do apologize that there was a delay in the ship out, but can confirm all items have been received and a courtesy discount has been applied to the account to compensate for the delay.

• Initial Complaint

  Date:08/29/2023

  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.

  My scheduled date for delivery was on Saturday, August 26th, with an initial timeslot of 3:25-6:25pm. This slot was pushed back to 6:25-9:25pm without agreement. My movers then ended up calling at 11pm which I obviously could not pick up. The delay was caused 100% on DRM's end, and I reached out multiple times on Sunday and Monday in order to claim a redelivery. The agents I connected with told me that all delivery slots were filled and that I will have to pay for a demand delivery of $300 on future dates. One agent told me she'd be escalating the issue to the management, and that I would have to wait a couple hours for a response back. I called at 9am today, 12pm, and 4pm. I was put on 30-minute holds. Not a single update. I had to explain myself at least five times to different agents. Why should I pay for a rescheduling when the delay was clearly caused by a logistics problem on DRM's end? I am an international student now stranded on campus with nothing on me.

  

  Business Response

  Date: 09/02/2023

  We do sincerely apologize for the delay you experienced on your delivery date. While longer than usual delays are not anticipated they do occur from time to time and that is why you were notified of the revised delivery expectations, but we apologize again for the inconvenience. At this time, we can see that all of your items were delivered back to you at no additional charges and wish you the best of luck this semester!

• Initial Complaint

  Date:08/25/2023

  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.

  We are experiencing issues with Dorm Room Movers, who have been unresponsive and are now refusing to allow us to retrieve our boxes on the contract's end date. This would trigger another four months of storage, which we are not interested in signing up for. It feels like they are holding our items hostage. Despite our attempts to arrange an alternate pickup date, they insist on delivering the items in September, which is well past my daughter's dorm move-in date. I have called and waited on hold for a supervisor, but each time I am told that they will call me back. My daughter has also tried twice to retrieve her belongings, but Dorm Room Movers have declined to give her the boxes back, even though this is clearly stated in the contract and within the end date.

  

  Business Response

  Date: 09/02/2023

  We do apologize that we were unable to approve an earlier warehouse pickup, but as these are based on request and availability they are not guaranteed to be approved. What we did guarantee and ensure is that because you made the request that no additional charges for storage were added and that you are scheduled for the original free delivery date of September 5, 2023 which has been in our calendar since before pickups occurred. Again we apologize we could not accommodate your initial request and best of luck this semester.

• Initial Complaint

  Date:08/22/2023

  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.

  It advertised one price which morphed into something entirely different. The charges are insane. I was billed around 188 per month, for 4 months for storing a TV, computer desk chair, Mini Fridge, and 2 boxes of clothes. That is 800 dollars total for summer storage of dorm room stuff. Ugh! Take it from me, just get a storage unit in town and pay the fee. These guys here

  

  Business Response

  Date: 08/29/2023

  While we strongly believe we have transparent pricing on our website, if any customer feels like they have not been charged correctly based on our per item pricing, they are strongly encouraged to reach out to our **************** team to review their account in case any errors were made. Moreover, the per item pricing, also includes an in-room pickup and delivery by a professional moving company.

• Initial Complaint

  Date:08/02/2023

  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.

  Purchased move out service spring 2023 & move in for Fall 2023. Will not honor move in date assigned by school for varsity athletes. Suggests my daughter live for a week without her belongings ? Not acceptable. Falsely advertised services.

  

  Business Response

  Date: 09/02/2023

   We apologize for the delayed response and that the dates selected working in conjunction with the school and the academic calendar was not a perfect fit for your needs. As such we do offer and did offer alternatives if any of the 5 free delivery dates did not work for you or any other customer for that matter. In the future if volume and needs dictate we can look to offer another earlier date than the ones coordinated with the school for this year. At this time the customer has received all of their items and we wish them a successful academic year.

• Initial Complaint

  Date:06/20/2023

  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.

  Dorm Movers was supposed to pick up my daughters boxes on May 12th. Pick up was originally scheduled for that day between 2-5. My daughter and I had our return flight scheduled for 10:30 that evening out of *******.At about 4:00, my daughter and I received a text stating that they would be late. We were given a time period of 5-8.At this point my daughter receives a phone call from another student who she has NEVER met before. That student, ***, tells my daughter, ******, that the moving company gave her the phone number, dorm, and suite number so they could coordinate ****** watching her luggage because *** had a flight home to ********. *** was told that ****** was a HIM and that they had spoken with HIM and he agreed. All of this was clearly a lie because she is in fact a female who could not believe that her private information was shared.*** tells ****** that she was told to leave her window open and they would go through there to get her boxes. Besides this being a safety issue to any female suite mates left, she lived on the 4th floor so that was not going to work. Her parents were also told this.At this point, I start making calls and speak to two people who apologize but say they do not know what to do for us.We are able to change our flights and I rented a truck to pick up my daughters boxes and other students as well. I end up staying the night in ********.I share this information with ***** who gives me the information I need to send my receipts for the truck and the additional day of parking at *** that I incurred having to spend the night in ********. We were able to change our flights without an extra charge. ***** also refunds us our original $40 deposit.At this point, I would like to be reimbursed for the truck and parking at ***.I have contacted the company on the following dates and I am always told that the person in charge is out of the office. I do have copies of the emails.-5/25/23 email sent -6/8/23 email sent -6/12/23 email sent

  

  Business Response

  Date: 10/30/2023

  We sincerely apologized for the delayed response here on BBB. Our company has provided refunds to the account and again sincerely apologize for any inconvenience.

  Customer Answer

  Date: 10/30/2023

  This company reimbursed the reservation amount. Not the money they cost ** in missed flights. It is their fault that we are out that money. They continually lied to us, gave out my daughters PRIVATE information, and have never responded to our emails once they must respond for all of the above. 

• Initial Complaint

  Date:05/22/2023

  Type:Sales and Advertising 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.

  May 9, 2023. The company picked up merchandise from my son's dorm at *******************. We had agreed on a price the company. My son added a extra things to be stored. The company did not mention that the price would go up. They then billed my credit card for over $800 dollars for storing the following items for three months. It's impossible to get anyone on the phone to help. When I leave messages, people call me back at odd hours so I miss the call. I try calling back and either can't get through or get put on interminable hold. The company is taking advantage of college kids and then gas lighting the parents.NameBar CodeTierReceivedExpiration Mini Fridge962509LargeMay 9, 2023Sep 9, 2023 DRM Box962507MediumMay 9, 2023Sep 9, 2023 DRM Box962508MediumMay 9, 2023Sep 9, 2023 Individual Plastic Drawers962514MediumMay 9, 2023Sep 9, 2023 Plastic Drawer Unit962511MediumMay 9, 2023Sep 9, 2023 Plastic Drawer Unit962512MediumMay 9, 2023Sep 9, 2023 Lamp962510SmallMay 9, 2023Sep 9, 2023 Computer Monitor962515LargeMay 9, 2023Sep 9, 2023 Shoe Rack962516SmallMay 9, 2023Sep 9, 2023 Plastic Drawer Unit962513MediumMay 9, 2023Sep 9, 2023

• Initial Complaint

  Date:05/09/2023

  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.

  On 4/18/2023, my daughter contracted Dorm Room Movers to store her college possessions over the summer in **************. She arranged for packing supplies to be sent in advance and for a pickup date per the services offered by the company. The company processed her order, charged $39.99 to reserve the storage, promised to send packing materials in advance, and scheduled a pickup on 5/10. There was no more contact until 5/8 when she received an email saying the packing supplies were DELAYED and she needs to find her own boxes: "We are reaching out to you to advise you of a shipping delay for your supply kit. Since your move is within 48 hours, we are recommending that you self-supply your own boxes to be prepared for your pickup as the estimated arrival of your supply kit(s) will be Tuesday, May 9-Wednesday, May 10, 2023." The company's note states there was a delay in shipping on the COMPANY's end, not as a result of something we did or failed to do. 36 hours before pick-up, they say that she has to get her own supplies after she paid them to send supplies. I said it was unacceptable to renege on the paid-for service so close to execution. As they offered no options, I canceled the service from a lack of trust and asked for a refund of the $39.99 due to their failure to perform. They refused and said the order was placed "too late" for the supplies to arrive on time. If this were true, the company was obligated to notify us AT THE **** OF PURCHASE that there was not adequate lead time to fulfill the shipping so we could make other plans. Further, in the nearly 3 weeks from sign-up to May 8, no information about late shipping or their inability to make the deadline was communicated. It is the definition of a bait and switch. Now, that I canceled for failure to perform, the company is trying to charge me a "late cancellation" fee of $35 after the non-performance of its services. The company needs to refund the $39.99 deposit and now the late fee of $35 immediately.

  

  Business Response

  Date: 09/02/2023

  Apologize for the long awaited response as the requests made here for full refunds were honored and processed.

  Customer Answer

  Date: 09/02/2023

  
  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:05/09/2023

  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.

  On April 18, 2023, my daughter contracted Dorm Room Movers to store her college possessions over the summer. She arranged for packing supplies to be sent in advance and for the pick up per the services offered by the company. The company processed her order, charged $39.99 to reserve the storage unit, promised to send her packing materials, and scheduled a pickup for May 10. There was no more contact until May 8 at 3:34 PM when she received an email saying the packing supplies were DELAYED and she needs to find her own boxes:"We are reaching out to you to advise you of a shipping delay for your supply kit. Since your move is within 48 hours, we are recommending that you self-supply your own boxes to be prepared for your pickup as the estimated arrival of your supply kit(s) will be Tuesday, May 9-Wednesday, May 10, 2023."Again, the company's correspondence states that there was a delay in shipping on the COMPANY'S end. It was their failure, 36 hours before the pick-up, when my daughter still has 2 finals take, and these folks say that she has to go get her own packing supplies after she paid them to send supplies.I said it was unacceptable to renege on the paid-for service so close to execution. As they offered no options, I ask for a refund of the $39.99 for their failure to perform the promised services. The representative refused to refund me the deposit attempting to tell me that the order was placed "too late" for the packing supplies to arrive on time. This is a scam. If this were true, the company was obligated to notify ** at the time of purchase that there was not adequate lead time to fulfill the shipping process in advance so we could make other plans. Further, in the three weeks (yes, three weeks) that ensued from sign-up to the assigned delivery date, no information about the late shipping or their inability to make the deadline was communicated to allow ** to make other arrangements.The company needs to refund the $39.99 deposit immediately.

  

  Business Response

  Date: 05/17/2023

  We apologize for the delay in responding here. It does appear that since the complaint was filed, the refunds have been processed as requested. In addition, to that our CS Director has the Customer representative agent undergo additional training for when refunds are requested by our customers and I apologize again for the poor experience you had when you called. 

  Customer Answer

  Date: 05/17/2023

  
  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,
  
  *****************