Complaints

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

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  Carlsbad Square Moving

  6212 Beadnell Way Apt 1S San Diego, CA 92117-4104

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  Carlsbad Square Moving

  3115 Melrose Dr # B23 Carlsbad, CA 92010-6690

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: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.

  10-7-2024 I hired Square Moving for a three-hour move. They showed up 1 1/2 hours late. The truck had a lift gate rather than the standard ramp. I phoned ***** the dispatcher and advised him that this would not work as it would take twice as long to complete the job. The movers did not follow my request to load the two heavy pieces first. One mover **** hand carried each item to the tailgate where the driver **** (*****) packed the load. **** did a poor job packing and insisted on loading the heavy items last. While **** was assessing the balance of the load I smelled alcohol on his breath. Needless to say, the remaining large items did not fit and necessitated a second trip. When the truck arrived on the second trip, I observed two beer bottles in the dish cup holders. **** insisted I pay for the 6 hours it took rather than the three before he would unload the final items. I requested an adjustment on the bill and **** refused. I paid to get my belongings and am filing this complaint.

• Initial Complaint

  Date:05/28/2024

  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.

  5/27/24 we hired this company to move our belongings to our new home. They loaded the mattresses at one of the very first items on the truck, then filled the entire truck with our homes furniture and belongings. The items sat on the truck for 5-6 hours, likely crushing the mattress. By the time they offloaded the mattress its broken in 4 places. The are four huge depressions, making it impossible to sleep on. 5/27/24: I just spent the night sleeping on my floor and will now have to sleep on the floor indefinitely because these movers completely ruined our king mattress. It looks like an elephant stomped all over it; 4 huge depressions and a cross where the frame is - making it impossible to sleep in any direction of the bed. Trying to sleep in one of the four huge depressions they left was so painful I was crying at 1 am until I gave up and moved to the floor. We just moved and I can't afford to replace this mattress! had a perfectly fine bed 2 nights ago 5/28/24: **** returned my call only to tell me that he told his men this morning (after I contacted him) who moved us that they should not have moved the mattress at all because "this has a 100% chance of happing". Then he proceeded to tell me that unless the van drove over our mattress, it's not his fault or responsibility. All he said he cared about was that it was wrapped in plastic. The movers loaded our mattress as one of the very first items, then proceeded to fill the truck with an entire home's full of furniture which likely crushed the mattress. It sat on the truck for 5-6 hours, they drove it to our new home and by the time they unloaded the item it's broken in four areas. His only offer to make things right? One hour $120 reimbursed. For a $3k mattress. On top of all this, I had to clean up the movers pee on my bathroom floor after he urinated all over the floor. These men are not professionals, they don't care at all about their customers, and they will completely disrespect your home and property.

  Business Response

  Date: 04/23/2025

   

  We moved ******* Ninegar on 05/27/2024 from ********* to Carlsbad. We moved everything carefully and safely. Her husband was there during the entire moving process. After we finished there was no damage or any complaints, we walked through room by room with him. After we left, the customer complained about the mattress. She said the mattress is not in the same condition. Note: we wrapped the mattress with plastic wrap and took it through the staircase. Its impossible to break the mattress or get any damage in that move. We spoke with ******* and almost 30 minutes I spent with her explaining how nicely and carefully it was moved. She was still complaining and we offered her a $120 refund but she didnt accept it. Our refund was correct because CA State Law requires $0.60 per pound insurance for every single damaged Household item. Weight of the mattress and amount of the refund were matching with our calculation. She wanted %100 refund and her mattress is $3k which was very old. Thats not how the refund works. Again the refund is for weight $0.60 /lbs not the value price. This is the state law, more detail on: Bureau of Household Good ************. Total for the move was around $436.00 and the $120.00 refund was pretty fair. We have great customer service but we couldnt agree with this customer and closed this complaint from our end.