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:01/16/2024

  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.

  We made a deposit of $757.33 on October 9, 2023 for a move that would happen December 12, 2023 from ************** to ************. Things seemed all set but then I began contacting them again as the move got closer to check in emailing and texting our contact person on November 25th and 29th and then December 2nd and 5th as well as leaving voicemails on her phone and the general voicemail and email. I couldn't get anyone to reply at all so on December 5th a full week before the move, I cancelled the move by emailing the correct address (they had a specific one in the contract to cancel the move) and it stated as long as it was more than 2 days before the move we would get our refund back. I have tried emailing and calling them but have heard nothing. We just want our $757.33 deposit back.

• Initial Complaint

  Date:01/11/2024

  Type:Billing 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 ran through all the items to be moved and he gave me a quote of 2k cu ft of items. I asked questions of if our stuff would be moved trucks, "no". Would they be driven straight down, "yes". I have a glass hutch, that will be $75 for moving supplies for them to secure it. They would send me a 33' truck to take all our items straight down. A ******* would be out a couple weeks in advance to look at everything and evaluate if we need more space. A ******* would come out again a couple days in advance to check again. No ******* came out to check. I had to call to get an official date on the truck as it was supposed to be between the *****th of December. I was told the 26th of dec, but the driver was sick so pushed back to the 27th. They show up with a 26' box truck. That has 1664 of cu ft when they quoted me at over 2k. They change my contract to ***** cu ft, so i am still charged nearly 100 cu ft more than what i got. They took one of my own boxes to wrap up my hutch, so $75 was not even needed because they did nothing different than they did the rest of the furniture. They lost the first check I wrote, but I watched him take a photo so I have to do a stop check, which was $29, and write him a second check. They mess up at their bank and the *** eats the check and they will not wait for the bank to figure it out over the holiday and DEMAND I Zelle them money. I have to put a stop check on the second one, another $29. I Zelle them money just to get them to release my stuff to drive it down, to find out it is being moved from one truck to another after it was parked in KC for days! They are late, was told Tuesday or Wednesday and they don't show up until 7pm on Thursday. They took more money than they should have, did not reimburse me for the money I had to put stop checks on for their mess *** and half the furniture is gouged. Contract total was $7,880.76 not including the $29 fees times 2.

• Initial Complaint

  Date:12/06/2023

  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 hired Bentley moving and storage for a move on Dec 3. I payed them a deposit of ****** and day of move they never showed up and now I can't get ahold of them for a refund!

• Initial Complaint

  Date:11/08/2023

  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 asked for a quote and was given a little over $2000. I agreed. They came a day late on Oct 7, 2023. As soon as they arrived they said the quote didn't include many items. I gave every item at the time of the quote. That didn't matter. They then took things out of my boxes, putting them in their boxes with a big charge for each box claiming things might break. We were moving under than 50 miles, not to another country. They took our pillows and blankets out of bags and put them in their boxes claiming they could get damaged. After they left we had to hire another company to come pick up what they left behind. We needed storage until we could find a new residence. I was sent the Oct 7 contract to sign. Even though it was more than the quote I signed. Later I received the second contract for double the original price. They missed 4 delivery days forcing us to sit in an empty apartment all 4days. When they finally arrived they demanded the money in cash or cashier's check. I wanted to pay in check for definite proof of payment given their past performance. They took our house hold back and are holding it hostage. As of today Nov 8, we are without any furniture

  Business Response

  Date: 01/25/2024

  When Mrs. ********* made the estimate, it was from 1  truck because it was based on a phone call that she gave the items she had, therefore it was assumed that it could only be one truck. The day we arrived to make the move, the first truck of the estimate was filled. She had it but there were still things left and it was where the person in charge of doing the moving had to make another estimate and that is where the other truck came in. That's why the amount went up more because she had more things and another truck was needed.
  
  
  
  
  

  Customer Answer

  Date: 02/01/2024

  The estimate was done over the phone and I went from room to room giving exactly what was in each room, They pulled a good ole bait and switch routine. After going thru many arguments and double the money, a federal agent, a ********** Detective and a PUC criminal investigator, We got out stuff back, But there wasn't one box that they packed without breakage. However, the stress on an older man with a  slow progressing disease took it's toll and my husband passed away yesterday afternoon
  

• Initial Complaint

  Date:10/31/2023

  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.

  This company operates on the quintessential definition of bait and switch. They gave me a quote for $7K, which I knew could go up. They then raised it to $9K, which was fine, and loaded all my furniture (breaking and damaging a significant portion of my items). Upon arrival, they refused to unload my property unless I paid them a total of $22K **IN CASH**!!! They literally held my furniture and clothing hostage and I felt stuck and helpless. I asked to speak with supervisors but they declined and just hung up on me, telling me to pay the ****** or lose my entire household of property. I understand the moving is not an exact science, but it is beyond disingenuous to quote 1/3 of what the final cost is, especially when I had an employee walk through my home and measure all the items and told me it would only be $9K after the phone estimate of $7K. If they had told me, I would not have used this company, which they know, hence the lie. It is immoral, unethical, and should be illegal to take advantage of customers this way. This was absolutely a bait-and-switch scheme and they charged my entire life savings as ******. I need to be made whole, especially with the amount of damage, and I am seeking a refund of half of what I paid, which I feel is still MORE than fair, given they told me it would be $9K after doing a full in-person assessment and that it will cost me thousands to replace or repair what they damaged with neglect and carelessness. Additionally, they lied about it being employees moving me; the crew was hired off ********** with zero experience and it absolutely shows. Promising services and prices that were then rescinded are fraud.If needed I have the estimate I signed in person as well as photos of damaged items.

  Business Response

  Date: 11/01/2023

  We provide customer's a ********************** estimate based on the information given to us by the customer. When we spoke with *********************, he was provided an estimate of ***** cubic feet (CF) with article list of 48 items, 134 pieces - priced at a total of $7,230.60. This estimate is sent to the customer before making a reservation and collecting a deposit so they may review to assure accuracy. Once ********************* agreed to the estimate, an electronic signature and deposit was collected to reserve the truck. We contact our customers' 3-5 days before there pick up window to go over their information in case the customer has any adjustments. Once going over the inventory with *********************, he did increase the estimate to ***** cubic feet (CF) with article list of 79 items, 273 pieces - increasing the cost to a total of $10,576.00. We sent the updated information to ****** and agreed to the increase in cost; he signed the updated estimate.

  At the time of pick up, the crew arrived at the home to see there was even more items and items larger than anticipated. Before we loaded any items, we provide the ********************* with a "New Written Estimate". The "New Written Estimate" shows a breakdown of the increase in cubic feet, cost and itemized list. The increase came to ***** cubic feet in a total of $16,522.00. This was then shown to the customer and one again the customer agreed to the increase in cost and cubic feet. ********************* had signed the contract and then the crew began the loading processes. I apologize that ********************* feels like this was a "Bait and Switch" but it was not. Every increase was shown and explained to the customer directly before continuing. The customer had the option to decline the increase at any time and leave at the original estimate to avoid the increase in cost. 

  In regarding to paying in cash; It is stated on our contracts and our website of our acceptable forms of payment at delivery. At the time of delivery, the remaining balance must be paid either in a U.S Postal Money Order or cash prior to unloading of the items. We sometimes make exceptions in accepting Zelle, but it must be arranged with our office. It is also standard procedure for moving companies to request payment before the unloading of the goods. Also, we were not aware the customer had damaged items, I can provide the customer with the information to submit a claim. All of our claims are handled through a third-party and can be completed online or over the phone. The claim will processed based on the insurance level the customer agreed to and will be provided compensation. 

  Customer Answer

  Date: 11/02/2023

   
  Complaint: 20806511
  
  I am rejecting this response because:

  While the business did give me an updated estimate of ~$10K once I gave them the measurements and items, when their employee driver arrived to load the truck, he advised, after walking through my home and seeing, in person, all the items to be moved, that it would be ~$9K and had me sign that, which I did, before they loaded anything. (Another side note that I neglected to mention originally is that the driver was visibly stoned and smoking upon arrival, which should have been my first clue that this was going to be a nightmare.) It was not until the hired day laborers (i.e. non-professionals) had all of my items loaded on the truck and held hostage that the amount suddenly went up another 65%. This is absolutely bait and switch. The only defense possible is Bentley are *SO bad* at doing their basic job that they cannot come even within 50% of cost even after having a full extensive inventory *and* an employee walking through to visually estimate. 

  I would have not agreed to the hyper-inflated price except that I had no choice as they had already absconded with all of my possessions and told me I had to sign or lose everything as they would just take it to their storage facility to sell off. This threat was made more than once by multiple employees. Therefore I was forced to sign under duress and as such I do not agree that this is a legally binding agreement, much less an ethically acquired signature. What choice did I have besides losing my entire household? I tried to dispute at the time but was only met with more threats.

  I don't know what to call this fraudulent deception other than bait and switch insofar as what was promised to me (with full information of what was to be moved) was 1/3 of the final price. What started as $7K went to $10K, then $16K, then $22K before it was all said and done. And, again, this was all under the duress of losing my cherished heirlooms and irreplaceable items, not just some random furniture. Beforehand I provided Bentley with measurements of every item ahead of time, so there is no way they can pretend they were surprised by what they had to load, especially since their employee visually inspected this in person. They are the professionals and should be able to estimate within a reasonable margin of error. To be off by 60% is not reasonable and is therefore unacceptable. This is either so wantonly careless as to be a failure of professional duty warranting breach of contract or by full intention (which seems more likely given everything I was told when I called to address the issue; they sounded like they expected the increase and were anticipating the steep increase) which means they knew it and failed to notify me, which is the definition of fraud (according to Blacks Law Dictionary: Fraud consists of some deceitful practice or willful device, resorted to with intent to deprive another of his right, or in some manner to do him an injury. As distinguished from negligence, it is always positive, intentional. Maher v. Hibernia Ins. ************ 292; **********************************, 53 ****. 501, 4 Atl. 103; ****** *********************** 115 **** 31G, 22 X. E. 243, 7 L. R. A. 702; ***** ********************, 130 U. S. 122, 9 Sup. **. 447,32 L. *** 878; ********** ************ (C. C.) 37 Fed. 167; ***** v. ***** (*****) 71 Fed.160; ******* **********, 3 ***** (N. Y.) 232; ***************** Co. ****************, 108 Ga. 449, 34 S. E. 176.Fraud, as applied to contracts, is the cause of an error bearing on a material part of the contract, created or continued by artifice, with design to obtain some unjust advantage to the one party, or to cause an inconvenience or loss to the other. Civil Code La. art. 1S47.Fraud, In the sense of a court of equity, properly Includes all acts, omissions, and concealments which involve a breach of legal or equitable duty, trust, or confidence justly reposed, and are injurious to another, or by which an undue and unconscientious advantage is taken of another.). What Bentley is doing is a quintessential example of this definition in action. As for the ability to file a claim for the extensive and pervasive damage done, fine, I can go through that headache, however, the point is that I shouldn't have to! I hired professional movers, not friends or people from *********** specifically to avoid having my items destroyed or damaged in the move. The fact that Bentley has insurance is great, but not an excuse to lie about who would be handling my items (I paid for vetted employees as promised, not inexperienced amateurs who told me multiple times they were hired for the day from *********** and the care with which they would transport everything. Getting a small settlement after arguing with a claims adjuster is not the same as having my items in original condition. Some of these things cannot be repaired nor replaced and getting some depreciated amount is a slap in the face. 

  Additionally, ****, the saleswoman, promised me that part of what I was paying for would be to have all my furniture and boxes moved into the home to the rooms in which they belonged and the furniture would be reassembled and ready to use. Once the truck showed up at my new home I was told they could only empty the truck in the driveway and I would have to do everything else. I spent hours moving furniture and boxes inside which lead to me throwing out my back, which defeated the purpose of hiring professionals to begin with!! My items were left still haphazardly wrapped in moving plastic and exposed to the elements. It took me hours in the dark to get everything where it would be safe, not even finalized. I am still, after a month, working to inventory all the damage done and get things where they belong.

  Bentley also had all my information on the address to which they were delivering and had ample opportunity to ensure they could get here. I dont think I can emphasize enough that they are the professionals and therefore have more duty owed than me the ignorant customer. My parents live next door and had Allied Moving company move them from ** for less than half of what Bentley charged and they had no issues getting their truck here. Bentley, however, with no warning, sprung on me the day of delivery that it would cost another few thousand dollars to pay for a "shuttle" to get my stuff to my house. This is my complaint about the cash request since I had to scramble to find the money (I am not the kind of person who has that lying around; this move ended up wiping out my entire life savings and I still had to borrow money to pay the ******) and work with my bank to get such a large amount of cash for them as this was wildly unexpected. 

  I called and spoke with a supervisor who told me they did not care, it wasnt their problem, and I could either pay them the cash ****** or they would steal my possessions and sell them (and sounded like she hoped I would chose this absurd option and acquiesce to their threat so they could make even more money). When I requested to have my call escalated to her supervisor she simply said no and hung up on me and then declined to speak with me further when I made multiple attempts to resolve this issue, hence this complaint. I would have much rather worked cordially with the company, however, they made it painfully clear that they do not care about me and almost seemed to take joy in robbing me. The callousness with which my concerns were ignored was chilling and I am still incredulous that such interactions can happen with a business. 

  This is a blatantly fraudulent bait-and-switch scheme since the services promised and the price quoted were both so radically wrong. I paid more than 60% above what was anticipated while receiving a fraction of the service I was promised and had paid for, which means Bentley is in breach of contract. The point of consumer protection laws is to prevent this sort of egregious manipulation to take advantage of helpless customers. If the services rendered do not match what was promised and there are over ten thousand dollars of hidden costs, this is not just bad business practice, but criminal. 

  The facts are clear that Bentley is operating a dangerous scheme designed to disadvantage unsuspecting consumers who have no recourse in the moment. Moving is a stressful and overwhelming time, which Bentley intentionally preys on to steal from customers. As such, I want to be made whole and refunded for the excess surprise costs and the underperformance of what was promised. I was still willing to pay the ~$9 to 10K that was estimated when the employee inventoried, with measurements, all my items. As this was not met upon my initial request, I am now also demanding an additional refund for the lack of services rendered and the inconvenience I have experienced having to move everything inside and reassemble myself. The time, physical pain, and emotional stress caused by this entire ordeal have been excruciating and should never have been committed against me by a business.

  Based on what was quoted and the lack of service provided, I feel $7K is reasonable to pay and therefore I am asking for a $15K refund since the ~$10K included services that were not provided and I was forced to do them myself. I have personally had to spend over 120 hours doing what had been promised; based on the $15 per hour they paid the ******************* this is already almost $2K owed and I am still undoing the damage and getting things moved from the garage to the house. I am not seeking the pain and suffering owed, just to be made whole.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/18/2023

  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.

  Everything I owned...gone. All of my childhood items, all of my children's photo albums, all my memorabilia from 10 years of military service. All of my clothing, kitchen items, books Everything is gone.My entire household goods shipment has not been delivered. The pickup date was August 26. The company agreed to deliver between 6 - 21 business days. I filed a police report for stolen property on Oct. 12. On Oct. 19, I filed a complaint with the DoT and ******************************************. The company calls me every Friday afternoon to apologize for not delivering that previous week, and tells me they will deliver the next week. Bentley moving will not send me emails text or voicemail; nothing recorded that can be sent to court. The few times I have communicated with them was over the phone and I've been lied to repeatedly. I believe they've been stringing me along for weeks so that I would not be able to meet the <60 day threshold to file a DoT complaint.

  Business Response

  Date: 11/01/2023

  We were in communication with customer throughout the entire move, and were providing her updates on the delivery. I understand it was not the information she was hoping for. We do apologize that we did not complete the delivery in a timely manner. We do our absolute best to handle all customers' deliveries in the estimated timeframe given. Unfortunately, there are times when we have some unexpected delays in deliveries. As of Oct. *****, 2023, her items have been delivered and was provided compensation for the delay as a resolution. 

• Initial Complaint

  Date:08/10/2023

  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.

  Worst experience of my life. Took 6 weeks, charged double, sent ONE mover (my husband ended up having to help the poor guy!), made ** pay in cash ***********, broken and lost items. We called every day BEGGING for them to deliver our stuff. We spent hundreds on a mattress, cooking utensils, etc to survive off while we waited well over a month for our belongings. We were told **** days!!!!! SO unbelievable. Management didn't do a single thing to resolve the issue during or after. In terms of cost Our final moving amount was nearly DOUBLE what we were quoted. We were quoted $2,300 and it ended up being $4,000. For our final payment, we were forced to pay in cash although our first two payments were made by credit card no problem. I am sure we were asked to pay in cash so that it's not recorded if we tried to go after the company in court. After all of the above, we had ONE delivery man show up. I thought it was a joke, that there was a second car behind with other movers inside. No. They sent one poor mover to deliver our belongings. We had king ******* sets, camping and sports equipment that are rather large, and 20 large moving bags. To think one person could handle transporting these across an apartment complex is beyond me. We were told that 3-4 movers would be here and it would be a smooth, quick process. Instead it took high anxiety, two trips to an ATM, seven hours, and my husband having to help the mover. I'll repeat that. My husband had to help the mover!!! Note: We still tipped the mover because we felt bad that he works for such a HORRENDOUS company. Finally, our $1,000 bed frame is damaged, and 3 bags of clothing are missing. There are other small items damaged that I don't care as much about. The photo with the clothes hangers are the missing clothes we did not receive. We shipped the exact amount of hangers for the clothes we own.

  Business Response

  Date: 08/21/2023

  On the contract provided to the customer, it does state our delivery timeframe based on the distance of the pick up origin and delivery destination. Per the **************************** (DOT), we have 21 business days from the customer's First Available Delivery Date (FADD) to deliver the items. I do apologize that the broker provided the customer with a **** day window, but our delivery timeframes are on our contract. We offer our customers direct delivery or expedited delivery, but there is an additional cost to those services. At pickup, this customer had multiple additional items that we were not aware of. The additional items took up more space on the truck which caused an increase in cost. The customer was explained the cost increase and she agreed to it by signing the contract at the time of pick up. We could of left the price as is but the additional items would of not been taken. For payment, it is stated on the Bill of Lading and all estimates that acceptable payment forms at delivery are cash or US postal money order ONLY which is due to the driver prior to unloading. This information is also provided to the customer when we confirmed for delivery. It is also standard procedure for moving companies to request payment before the unloading of the goods. We do apologize that the services that were provided did not meet this customer's expectations. For the damaged items, we do our absolute best to handle all customers' items with care and respect. Unfortunately, there are times when items do get damaged or get misplaced during a long-distance move. I will send the customer an email with our claim information so she can begin a claim for any damaged or missing items and receive compensation. We will not be offering a refund since services were provided, but will receive compensation for the damages once claim is sumbitted. 

• Initial Complaint

  Date:07/31/2023

  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.

  Please see the document attached for a detailed description of what happened with the moving companies I hired.

  Business Response

  Date: 07/31/2023

  We apologize that this customer feels that the service we provided did not meet his expectations. To address some of ******* concerns, first, the customer is given a ***** pick up window and need to be available for the entire 2-day window that they request for their pickup. We suggest that a customer doesn't make plans on those dates, such as buy flight tickets, make hotel reservations, etc., just to have those two full days dedicated to the pickup of their items. When she expressed she was unable to be at the location until Monday, we were able to accommodate the change and rescheduled our other customers so we can work around her schedule. We conducted a move for this customer, she had additional items which caused an increase in the cost. She had to pay for the space that she took ** in the truck, and when explained to the customer, ***** had agreed and sign the required paperwork for us to begin the move. ***** provided us with her FADD (first available delivery date) of 06/27/2023, which is not the specific delivery date, it indicates to us that it is the first date she is ready to accept her items for delivery. It usually takes an estimated **** business days to deliver from the customer's available delivery date. Per *** regulations, we have up to 21 business days to deliver items from their FADD. I understand it can be frustrating at times; however there was no expedited delivery or guaranteed delivery date on her contract. An expedited or guaranteed delivery date can be offered but there is an additional cost to accommodate that request. We spoke with ***** to confirm delivery and provided her an estimate delivery date of 7/28. She mentioned to us that she had to work and needed to deliver in the evening after 5PM. We do our best to accommodate our customers with their requests but we do not guarantee it because we don't know what can occur during transit. We reached our to ***** on 7/28 to let her know the job prior took longer to unload and our ******* is only allowed to drive a specific amount of hours a day in compliance with the *** regulations. We tried to explain it to ***** but she insisted in wanting it delivered that day. We notified her we can deliver the following day in the morning. The only reason a re-delivery fee was mentioned was due to ***** refusing to accept the items, which would of given us no choice but to unload in our nearby facility and schedule a new truck to deliver the items at a later time. For payment, it is stated on our Bill of Lading and all estimates that acceptable payment forms at delivery are cash or US postal money order ONLY which is due to the driver prior to the unloading of the goods from the truck. This information is also provided to the customer when she is confirmed for delivery by the dispatch department. It is also standard procedure for all moving companies to request payment and completed paperwork before the unloading of the goods. Lastly, the broker did not inform us of any damaged or missing items. We do our absolute best to handle all customers' items with care and respect. Unfortunately, there are times when items do get damaged or get misplaced during a long-distance move. However, ***** has not reached out to our office to let us know about any missing and/or damaged items, so we can't help her if we are not aware that there is a problem. She may contact our claim department, CSI, directly by phone at ************ or via email at ****************** to begin the claim process. 

  Customer Answer

  Date: 08/04/2023

   
  Complaint: 20401465
  
  I am rejecting this response because: please see the attached document for a detailed response to the company. 

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

• Initial Complaint

  Date:07/28/2023

  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.

  Bentley M&S loaded a truck with my belongings June 19. I was told by ******************************* that he would let me know the following Friday when I should expect delivery. I did not receive a call but gave them a few days to call me. I reached out several times and finally reached someone. I was told that my belongings would be loaded the following Thur. no call, I again tried connecting with BMS after a few days, I reached someone. I was told that my belongings would be loaded again in a few more days. Again no call. This has been the weekly pattern.It is now July 28, 4 days after the contracted expected delivery date. I have not received a call.The move was from ******* to *****.

  Business Response

  Date: 07/31/2023

  We apologize that we have not been able to complete the delivery in a timely manner. We do our absolute best to handle all customers' deliveries in the estimated timeframe given. Unfortunately, there are times when we have some unexpected delays in deliveries. We have been working on scheduling out this delivery; once we do have a date of departure, we will be reaching out to ***** with the information. As a resolution, we are offering ************** compensation for each day we are delayed after the 21 business days from his FADD (first available delivery date). Once again, we truly apologize for the delay in the delivery of your items. 

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20391028
  
  I am rejecting this response because:
  
  This response is the same as when I spoke with the company.

  Also, the delivery date is completely open ended, allowing the company to continue to push out delivery as they see fit. 
  

  I would like the following:

  1. Communication from the company

  2. Delivery of being told that the truck will be loaded by a certain date and have that actually be the case (I have been told 3 times the truck will be loaded and I would receive a call. Has not happen yet)

  3. A guaranteed delivery date  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/25/2023

  This customer was delivered on August 12th and was given a discount in the amount of $260.00 for the delay in delivery as a resolution. 

  Customer Answer

  Date: 09/20/2023

  Though the business arrived with most of my items, they did not deliver all items.  I am missing a few boxes and a dresser.  Once the truck was unloaded, the driver pushed me to not fill out the form and just send him a list of items that was either missing or broken. 

  After several tries, I reached out to the business and spoke with ********. I let her know that I was missing some items, but I was only interested in getting back one. I offered to pay to have that box shipped to me.  She said that she would research and call me back. It has now been two weeks and I have not received a call. At this point, I have to chalk this up to lost items with no remuneration. 

  Further more, on the day of delivery, the first time that I was made aware that the delivery would be made was 5 hours prior to delivery. After waiting 7 weeks with no communication, I would assume that I would be informed of a delivery date prior to said date. There was a good chance that I may not have been home to take receipt of items, at which point I believe I would have been charged for the driver to wait.

  During the delivery, I had questions that the driver could not answer. He stated that he called 3 different numbers to get dispatch or a manager on the phone with no answer. 

  This has been by far, the worst business that I have ever dealt with. I would not recommend Bentley Moving and Storage to anyone. To add, their business ethics are reprehensible and their license should be revoked.

   

  ***********************

  Business Response

  Date: 11/01/2023

  When we spoke with the customer, it was explained our process in any damaged and/or missing items. Bentley Moving did look throughout our facility to try and locate the missing items, whoever have no yet been found. Customer was told to file a claim with our claim department to receive compensation; claims are handled through a third-party. That information was provided to the customer by email, we can provide that information again if the customer needs it. I do apologize to the customer that our company's performance did not meet his expectations. 

• Initial Complaint

  Date:07/20/2023

  Type:Delivery 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.

  Bentley Moving and Storage was contracted out for our move from ***********, ** to *******, ** by a moving company broker, Safe Ship Moving. The amount paid was not the problem, but after showing up over a day late from their "24 hour heads up" call they had me sign a Bill of Landing that purposefully did not have a planned delivery date listed and when I asked about it to the movers they refused to give me a straight answer.It has now been 21 days since my stuff was picked up and sent to their storage location. They continue to refuse to give me an anticipated delivery schedule and are currently waiting for enough business to come to them to make it worth their while to deliver my stuff to *******. Specifically, they are waiting for "a full truck load" but have no indication of when that would happen leading me to believe they don't have any upcoming moves planned that would get them to deliver my stuff to *******, so they are just hoping something comes around prior to the deadline next week of when they would have to start compensating me for a late delivery. I do not want compensation I just want my stuff delivered by a company I did not choose to work with.Every time I call they do not have an update for me and refuse to talk specifics and say they will let me know when they have an update which to me means once another person needs their stuff moved nearby to where I need mine delivered, whenever that *** be. At some point they just need to take the hit and deliver my stuff with or without a "fully loaded truck" and give me a reasonable drop dead date for when that will happen.

  Business Response

  Date: 07/31/2023

  At the time of pick up we do can only provide an estimated timeframe window on deliveries. Reason being is there are many factors that can occur when scheduling out deliveries such as weather, truck maintenance/issues, traffic, short-staffed, etc. We do offer customers' expedited or guaranteed deliveries but it is an additional cost. We apologize that we have not completely the delivery in a timely manner. We do our absolute best to handle all customers' deliveries in the estimated timeframe given. Unfortunately, there are times when we have some unexpected delays in deliveries. As a resolution, we are offering ***** compensation for each day we are delayed after the 21 business days from his FADD (first available delivery date). 

  Customer Answer

  Date: 08/02/2023

   
  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,
  
  ***** Armor