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:04/02/2025

  Type:Customer Service 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.

  Frontline picked up my things last May and delivery window started on 3/13. They have had terrible communication, will not show me any evidence they have my items, and said they sent the wrong job and dont know when my things will be leaving *********. I will be reaching out to *****, the state attorney general, local law enforcement as I believe I am victim to moving fraud. I expect delivery and if not I will be bringing a lawyer in to recoup the cost of all my items lost and the monthly storage fees.

• Initial Complaint

  Date:08/26/2024

  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.

  Broker is Safe Ship Moving, DOT: ******* MC: 1139083-B (www.safeshipmovingservices.com) and moving company is Frontline ********************************************** DOT: ******* MC: ******* (*************************************************). Original delivery date was scheduled for July 1st. Broker or moving company could not provide an accurate COI for our building and therefore was rejected to enter and forced to reschedule drop-off date. To this day, we do not have our shipment and we have not received any communication from the moving company, Frontline ********************************************** after multiple attempts in trying to contact owner. We have contacted the broker, however, they have not been able to confirm any date for shipment. The only time we were able to connect with the company was when we connected with a driver (**** @************) on Aug 10th for an expected drop-off Aug 11th at 7am. After not showing, we contacted him at 8:30 am Saturday morning and he was still in ******* and told us he had to reschedule with no reason for doing so, and with no commitment on a new delivery date or follow-up from management. The driver's phone is no longer active and we have no form of communication from the company.We have continued to call the broker everyday over the past 14 days with no resolution. The broker has continued to tell us that we are expected to hear from a driver for schedule delivery within 48 hours, and we have not received a call to this date. During one call with the broker, we were told that our items are stored in a local warehouse in **, and then a few days later told they were stored in a storage container in **. No one has been able to provide us with any address confirmation of where our items our located.We suspect fraud and theft.Our items are valued between $75,000 - $100,000.

  Business Response

  Date: 10/24/2024

  We provided a *** as speciied in a sample the they sent us. 

  We submitted the *** weeks before delivery and we were never told it was not valid up until we were out of their building.

  After working around to get the right *** (There was an specific coverage needed in ** only. Since we are a ******************** we did not have).

  We finally got the *** and we delivered the goods.

   

  Thanks!

• Initial Complaint

  Date:08/15/2024

  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.

  We hired a moving company America's first moving and realized they're a broker company. They hired Frontline Moving and Srorage in **********. I was told my items would be delivered in 21 days. It's been 21 days and they told me they haven't even hired a driver to bring my items from ********** to ********. We were told it would cost $1800 and it has already cost me $2400 and they want another $1400 on delivery. If I ever receive the over $10,000 worth of items I have in their hands. They have the same man answer my call every time and give me the same answer that they don't have a driver but it is happening very soon. I don't know if I'll have my items back. These business has so many reviews of theft and damage to personal property and with little to no compensation. They say you're insured but it doesn't seem to be true. Something needs to be done. Many people are being scammed and losing memories and important belongings.

  Business Response

  Date: 10/24/2024

  Customer got the delivery days wrong from the broker. They told he 21 days but since the distance was over 2000 miles the timeframe was 30 Business Days.

  We worked with her until we finally delivered her goods in IL. 

  She was very happy with the final services and even left a good review at a ****** Page.

   

  Thanks!

  Customer Answer

  Date: 10/24/2024

   
  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:08/09/2024

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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.

  Im having to report two different businesses that work together, which is safe ship and the movers who picked it up. I kept getting told for a long time before they even picked up my stuff that the 350 cubic feet would be enough And that I would have more space to add more stuff if needed, and it would still fit in the space that they gave me. Pick up ended up getting charged $1000 more for 150 cubic feet. Apparently, my stuff went past that which I dont understand how because I had barely one bedroom thats not even 300 sq feet Full of stuff, thats my sons and my stuff and thats all. The movers before leaving had asked me if I wanted my stuff to get put in storage so that they could wait to deliver my stuff. I told them absolutely not to start the delivery process that day which was June 20, 2024 and they said OK and marked on my papers ready to start that day And left. It is now August 9th. I have still yet to get my stuff they had just barely loaded my stuff onto the moving truck yesterday and apparently my stuff has been in their storage for over a month since they loaded my stuff and Ive kept getting the runaround saying that theyre loading it and that that its gonna be delivered the following week I have heard that same thing three times. They have had 30 business days max to deliver my stuff even though technically for my mileage that they have to deliver is 7 to 21 business days. They have 30 business days max for any moving order they get, but that doesnt include holidays. Apparently I have spoken with many people about this. They had just barely been able to get in touch with them these past few weeks, but they still are, taking their time I just barely talk to now manager for the delivery and she saying that the only compensation I can get is for the fact of them being late which is only $30 a day, which is only limited to business days. And wont compensate for the fact that the movers went against what I said and said that well see.

  Business Response

  Date: 10/24/2024

  Customer was upset from the beginning since she was given an ESTIMATE of 350CF but she needed more space to fit all the items in the inventory list.

  We showed her the inside of the truck were we measure the volume of the jobs so she could see the extra space was needed and we had to charge for it.

  We sent the items but were late for delivery because of some mechanical issues we had on the road, we communicated with the customer throughout the whole move.

  Since we knew we were late, we refunded $200 as a compensation to settle everything, she agreed.

  Thanks!

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22118272
  
  I am rejecting this response because:
  I was not communicated with the whole time. Multiple times I was told they either couldnt get ahold of the movers or that they would get back to me soon. And the 200 was just for being late and getting paid for the amount of days being late. The 200 was not to settle everything. I was not told that there were mechanical issues with the truck. And it still doesnt not excuse having my things stored in storage for over a month after constantly being told everytime I called that they were loading the truck to deliver to me that week. Which happened 3 times. 
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:07/15/2024

  Type:Service or Repair 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.

  Party was significantly delayed in the agreed upon delivery of moving items. After delivery it was noticed a box was missing. I contacted the company who found the missing box and keeps saying "they are working on delivering it". It has been more than 4 weeks without a formal answer and box is still missing. Very important and expensive items in this box crucial

• Initial Complaint

  Date:07/08/2024

  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.

  In early May, I booked Safe Ship Moving Company to move my belongings from ************** to ****, paying a $1017.22 down payment to secure the price. ***************** handled my booking (Order No.: UA6522877). By May 23, I confirmed my move-in date and arranged for an expedited pickup on July 1st and delivery by July 5th, agreeing to additional charges.On June 30th, Front ************* subcontracted by Safe Ship without my knowledge, confirmed a July 1st pickup. Despite them arriving an hour early, I paid $836.12 via Zelle to ************************* for the service.Come July 5th, after failed attempts to contact Front Line for delivery updates, I learned around 3:04 pm that my items wouldn't arrive due to undisclosed issues, promised for "some point next week." I promptly requested a refund for the expedited shipping.Calling Safe Ship at 3:21 pm on July 5th, I sought a refund due to the failed delivery promise. After several transfers and assurances, customer service confirmed a refund at 4:00 pm.Later that evening, Front Line apologized for the delay and suggested a Sunday or Monday delivery, unsuitable as I start work on Monday. Eventually, they proposed a Saturday delivery, which I reluctantly accepted pending an early morning delivery time.On July 6th, with no updates from Front Line, I called and was informed my items might be picked up on July 7th, leaving me uncertain and inconvenienced.In summary, I seek a $2153.47 refund from Safe Ship and Front Line due to their poor service, undisclosed subcontracting, and failure to meet delivery obligations. This includes a $1017.22 booking fee refund to Safe Ship, $563.00 for unfulfilled expedited shipping on July 5th, and $1672.24 paid to Front Line for failing their contractual obligations. Additionally, I request compensation for expenses incurred due to delays, such as bedding, blankets, pillows, and dining costs, totaling to be determined based on receipts.

• Initial Complaint

  Date:06/03/2024

  Type:Service or Repair 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 went through the *** to get reimbursed for delayed shipping and damages. Frontline has been aware that I am owed this money since 9/12/23. Ive tried calling and emailing the team several times (9/12/23, 9/13/23, 1/19/24 for emails and I called every other day for two weeks after my emails). They owe me $599.00 per Anthem Claims. Im still waiting for the check that Ive been told numerous times is waiting for manager approval.

• Initial Complaint

  Date:04/30/2024

  Type:Service or Repair 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.

  This company was contracted by American first moving based in *******. The movers arrived at my house on the 29th of April at approximately 3:30pm. They said that they did not have a big enough truck. The 4 movers were taking hour long breaks as they were smoking cigarettes. Around 8pm the second truck came. They finished loading around 9pm. We were told that they had to take both trucks back to sun valley California and would reload them into a bigger truck this morning. I called this morning and was told that the truck had not been loaded yet and it would probably be two more days for delivery. This is unprofessional and unacceptable.

• Initial Complaint

  Date:04/29/2024

  Type:Delivery 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.

  Frontline Moving and Storage was contracted through Safe Ship Moving Services to pick up my items from CA and deliver them cross country to **. The drivers picked up my familys items on 04/08/2024 in a cargo van and stated that it was occupying more than the allotted 350 cubic ft. The driver would not provide evidence as to how he concluded that my items were occupying an additional 300 cubic ft of space. This resulted in them doubling the price of pick up and delivery. Upon delivery of the items on 04/21/2024, we realized our 65 inch Vizio smart tv had been damaged beyond repair. My fiance and I also realized that two large boxes of our belongings were not delivered, one of which included my fiances epilepsy medication. My fiance now has to go two whole days without her medication while waiting for a prescription refill. Frontline also did not submit the requested itemized list of our items and charges to Safe Ship until 04/25/2024, which is two weeks after the initial pickup of my familys items. I am requesting that I be refunded at least half of the amount paid to Frontline to cover the damage to my tv, as well as to cover the cost of the two large boxes of items that are missing.

• Initial Complaint

  Date:09/13/2023

  Type:Service or Repair 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.

  March 2023. Quoted one price for services and stopped work to extort more money from us three times before leaving and not emptying the house fully. Had to rush to personally move items to cold storage because we had to be out the following morning by noon. They arrived at new location a month late with half of our belongings flat out missing, and just about all of the remaining items destroyed. Clearly off loaded our goods to other than the original trucks and lost/damaged everything in the process. Then, they would not move any of our belongings to the rooms marked on items. Said it would cost extra to go up or down one flight of stairs (no surprise) so everything either got put in our garage or just left on our back porch for US TO MOVE TO THEIR FINAL LOCATION. All of this for a final cost of 16K. Shame on us for not electing to choose the full value replacement option (which would have cost three times what we paid) but who honestly thinks that a company can be so negligent and insensitive with other people's belongings? Never thought in a million years that anyone could have done this to us. Over 12k in missing and damaged items nets you just over $500 to shut up and go away. Not acceptable in any way shape or form and I want them to be accountable for their actions.