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:08/03/2024

  Type:Product 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 contacted Mover Central (***********) on July 4th and spoke with *******. He informed me of a special rate: $160 per hour by card and $140 per hour by cash or Zelle. I mentioned needing movers for three hours, and he quoted around $470. There was no mention of additional fees. I paid a $20 holding fee. He said they would put a hold of this amount on my card the day the movers come.On July 7th, ******* texted me to sign documentation, which I did. On July 22nd, I received another message saying my signature wasnt saved. Concerned, I offered to sign in person, but ******* insisted I sign again.The day before the move, on August 1st, a worker called to discuss the move and asked if I needed packing services. I said yes, and I reiterated my bed and dresser needed disassembly. He informed me of additional charges for materials and a $990 hold on my card for six hours of work, which was not previously disclosed. I expressed dissatisfaction but was told I could cancel, which wasnt feasible the day before the move.On moving day, the movers arrived, including one named ****, who harassed me throughout. He commented on my appearance, offered to pack my kitchen, asked if I was dating, and insinuated I might be involved in adult entertainment when I said I was a social media consultant. He touched me inappropriately twice by placing his hand on my back, making me very uncomfortable. Despite my attempts to stay professional, I felt unsafe, alone with two grown men in my home.After the move, I was charged $1,612.77, which included undisclosed fees and an overtime charge. My initial quote did not mention these fees, and the charges didnt match the agreed hourly rate. I wasnt informed about what constituted overtime.I am extremely disappointed with Movers Central's misleading practices and the harassment I endured. I request a full refund due to the unprofessional behavior and hidden charges. No one should endure such treatment during a stressful move.

• Initial Complaint

  Date:05/13/2024

  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.

  MOVE CENTRAL STOLE MY COUCH!I stored my items at Move Central for 3 years paying them more than $16,000 over this period. When i was ready to move out, they forced me to pay an entire extra months rent, multiple storage access frees and "a supervision fee". When my third party movers went to pick up my items, Move Central failed to bring out my couch, so it was not shipped. When I called Move Central about it, they lied and said the third party movers left on the docket and then tried to charge me extra storage fees! When I asked for the video, they stopped responding. Despite the massive profit this company has made from me, they have refused to send me my couch! This is part of a custom set that will cost thousands for dollars to replace. Additionally, when I originally hired this company for my move, they promised to bring a TV box for my expensive OLED TV. They forgot the box. My TV was damaged and had to be replaced.

  Business Response

  Date: 05/25/2024

  Hello and thank you for reaching out. I apologize for your experience with us being anything short of great. It looks like you are already working with ********************* whom is the manager of our customer service department, and the best person to take care of you and your claim. 

• Initial Complaint

  Date:10/24/2023

  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.

  Move Central ********************************************* completed a move to my apartment in ************ on October 24, 2023. They identified and admitted to damaging and breaking a 52 inch ************** stand, and lamp. I was told it would be replaced. Instead they offered me $100 to cover all of the damages and refuse to replace the damages.

  Business Response

  Date: 11/01/2023

  Hello,

  I have confirmed that our customer service team is working on your damage claim and have sent out an offer based on the $0.60 per LB valuation. If you have any questions on how the weight was calculated or want to contest the weight, please reply to our settlement offer email. We are looking to settle the matter with you as quickly as possible. 

  Customer Answer

  Date: 11/02/2023

   
  Complaint: 20778670
  
  I am rejecting this response because:

  The two movers stated the damaged items would be replaced or funded in full. This response is going back on what their company employees had stated.

  I was also told I could have my $150 tip returned to me after the movers discovered the damage. This has not been delivered either.

  The moving company also charged me for an extra time fee, which was for their two movers to take pictures of and report the damage. I should not have been charged for this, and this should also be returned to me.

  
  I have made many attempts to contact this moving company to receive compensation and have not received anything.

  
  Sincerely,
  
  *********************************

  Business Response

  Date: 11/03/2023

  I will make sure someone from our customer service team reaches out to you today.

• Initial Complaint

  Date:07/17/2023

  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.

  Damage to walls and doors, couch left behind that Im now going to have to hire another company to move. Damage to personal items. Workers smelled of weed and were completely incapacitated and high as kites. Left moving blankets, 5 of them, that I now need to take to the dump.

  Business Response

  Date: 07/18/2023

  Hello I would like to start off by apologizing for your move experience. It looks like your move took place on 07/13/2023 and *********************** initiated a complaint on your behalf on the morning of 07/14/2023. It also looks like he received the photos he requested from you today. You are in great hands with ****** and he will ensure you get the best resolution possible. Thank you for the opportunity to make things right. 

  Customer Answer

  Date: 07/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:05/16/2023

  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 ordered this company to move my furniture the movers were scammer the head mover driver tried to get money out of me by falsifying the weight of my couched to charge a heavy load fee. They damaged all my furniture. They didn't cover my bed, pictures or chairs correctly. They falsified the hours of work they did to get more money. The moving company is advertised as being out of San Francisco, *************** charged me for the movers travel from ******* to **. They drafted my account numerous times unauthorized. We agreed that I pay cash not debit card. They charged $400x2 $500x2 $300 $1000. The movers dragged my headboard side rails and foot rail through the hallway uncover taking off most of the paint. They didn't take any photos of the damages and didn't provide me with a receipt. One of the drivers was an immigrant could speak any English. Me and my spouse and daughter help carry the furniture because the one mover couldn't carry it alone. I kept telling him he was damaging my furniture. They left furniture wrapped up at my new apt. They didn't dispose of their trash. After the move was over we waited 45 minutes for dispatch to answer and send a final invoice. Once the invoice came it was for 7.5hrs not 5.5hrs. When I tried to resolve ******************* ** in my face and was disrespectful and unprofessional he told me he was adding more time because I wanted an explanation of the charges. The driver went of course driving to my new place. The driver was lost when he arrived. I had to get in my car and drive to guide him to my house. Unprofessional. They state on their website they are BBB approved and they say they are based out of san Francisco but I was charged for their transportation from ******* and back. This company needs to be taken out of business I'm sure its illegal.

  Business Response

  Date: 05/16/2023

  Hello and thank you for the opportunity to make things right. I have confirmed that *******, from our customer service team is already working on the complaint resolution process for you. He will be reaching out to you again soon. 

• Initial Complaint

  Date:03/04/2023

  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.

  My wife and I hired move central to move us from the ******** to ****** after multiple virtual walk throughs of our house and items and a fairly competitive bid from them.They have a lot of public reviews on ****** and other locations that were positive, so it looked legitimate.Since hiring them, however, weve had non-stop issues, breaches of contract, borderline extortion, and lack of delivery. As I write this we are in our new home, have paid twice the price they gave us, and theyve completely ghosted us and missed their delivery deadlines. We currently have no idea where our items are and if they will ever be delivered.We are currently speaking with legal representation and will be filing formal complaints, claims, and potentially a law suit against them.Heres a rough breakdown of our experience so far:- We got a quote from them after multiple virtual walkthroughs of our home and were told a single large truck would be far more than enough for everything - After doing these walkthroughs we decided to get rid of a lot of large furniture items beforehand, so figured that when they showed up there would be a 0% chance that things wouldnt fit - When the movers showed up and loaded our items they told us that no matter how they tried to squeeze things in they couldnt fit 8 large furniture items, and that we had no choice but to either purchase a second truck (an extra $2,900 plus labor), or leave our items behind (and after speaking to them about this they refused to honor their contract terms stating that if quoted services are more than 10% above the estimate, we will have 30 days to pay). Instead, they demanded full payment immediately, so under duress we agreed and wired them the extra money.- The next morning the movers showed up in a second truck, loaded our items, them left, and since then they have been completely unresponsive. Weve emailed them, called them, and heard nothing.We moved to our new home and were hoping the movers would arrive, but nothing. They missed the moving deadline and havent contacted us at all.Please beware of working with this company. We feel scammed and cheated, and will be following through on formal complaints, claims, and potential litigation.

  Business Response

  Date: 04/17/2023

  Hello, 
  I would like to start off with an apology for your overall experience. I am happy to see our team is already working on your claim. ********************* is the head of our customer service department and will ensure you get the best settlement offer possible. 
  The customer name on file is ******************************** and I see the claims process was already initiated through ********. We will continue all communication with ***************** 

• Initial Complaint

  Date:02/23/2023

  Type:Sales and Advertising 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 contracted this moving company to help move mine and my mothers belongings from our home to a storage unit. They initially explained by phone the most wed pay is *****. They worked with our budget and we agreed on $179/hour with a $75 truck fee if I paid in cash. I agreed to that. The day of the move they were not professional at all. They broke some glasses, dropped heavy furniture and increased their fees. They took advantage of my mother who doesnt speak much English. They had my elderly mother sign a contract agreeing to their fees. All this took place without me being present or authorizing anything. They also forged my initials on the contract. They held my things in their truck and refused to unload my things unless I paid them an extra $700 dollars in traveling fees. I had no choice but to pay so they would unload my things. After I paid they refused to give me copies of the contract or any receipts. They then began charging my credit card because they claim I still owe them money. Finally, after many attempts to reach them they send me a contract that looks nothing like the one they had my mom sign. And they are still making multiple chargers to my credit card. I canceled my card and Im disputing the deposit.

  Business Response

  Date: 04/17/2023

  Hello, 

  I would like to start off with an apology for your overall experience. I am happy to see our team is already working on your claim. ********************* is the head of our customer service department and will ensure you get the best settlement offer possible. 

  The customer name on file is ******************************** and I see the claims process was already initiated through ********. We will continue all communication with *****************