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:04/19/2023

  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.

  Worldwide Moving Systems LLC moved our household from ******** to *******. We had a **** square foot home filled with furniture and personal property. In the process of the move, our personal property were stored in Worldwide Moving Systems storage facility, waiting for a driver and team to move our possessions to *******. We were told that our belongings were being Stored in a warehouse. Months later the company said they dont know where our belongings are and are in the process of locating our belongings, to start the process of moving to *******. An employee had the wrong name on our personal property, which contributed to the months long search for the location. Finally our personal property was found in a trailer storage facility. Due to the lack of security and not having been stored in a warehouse, the storage trailer was broken into and our boxes were broken into and objects were stolen. Finally, our belongings were loaded and transported to *******. Upon arrival we noticed scratches and damage to multiple pieces of furniture. We estimated the repair/replacement costs to be $1800.00. We now have a claim and 6 months later have not received compensation. We had extensive damage to furniture that had Never been damaged and our claim is a small representation of money owed to ** for the careless and negligent manner of which our possessions were treated.

• Initial Complaint

  Date:02/24/2023

  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.

  We paid $12000 for a move to NM from Boulder County last May. We had a 3 bedroom home with a partial pack. ****** and **** did an awesome job doing the dish pack, ran out of materials but assured us that the movers would finish the next day. Said moving crew showed up late with a small uhaul truck instead of the one and done truck we paid for. They had not been appropriately informed about what they were doing nor did they come prepared to pack anything. The three guys got in a fight with each other, the driver threatened to leave, my husband, family and neighbors ended up helping to load the two trucks. Yes, they had to send a second truck and yet many of our belongings had to be left because there was no room on the truck. Extremely traumatic. Skip a few days to the delivery.An interstate van showed up as the drivers local crew arrived. He was very nice, extremely exhausted (******) and promptly had to go to sleep so he could keep driving that night. It was explained to us that the two uhaul trucks had been unloaded in ******** at their warehouse then repacked onto the semi. The local crew were amazing and beyond professional so none of the mess was their fault. And by mess I refer to the thousands of dollars of items that were broken beyond repair, damaged due to not being blanketed or wrapped, or actually stolen. This in addition to all of the things left in ********. We have filed a claim and I continue to contact ****** and get zero response. We are still replacing items as we can afford to and are beyond distressed by the actions and negligence of this company.

  Business Response

  Date: 03/07/2023

  Good afternoon,

  We are sorry the move has been distressful to ******************************   A claim form was sent to her 6/8/22 and  9/15/22.   Her claim form was submitted to us dated 1/18/23.   

  The claim is in the hands of the insurance company and they have reached out to ******************************   The insurance company would like to send an inspector to exam the items on her claim but she has refused.   

  ***************************** has responded by saying she has repaired or replaced broken items and there is nothing to see of the missing items.    She has pictures but they are not accepted in lieu of an inspection, as photographs do not show the materials used in manufacturing of the items or if the damage is transit related or pre-existing.   Without *****************************' allowing us to inspect the damage, the claim will be denied.  A letter has been sent to ***************************** stating this and she has responded that we are trying to waive our responsibility. 

  ***************************** has the information to contact the inspectors and also the information of the insurance company.   We welcome her to contact both to work thru the claim.   If she has repaired or disposed of the items she is claiming as damaged I am unsure if there is anything that we can do.

  Thank you for your time.

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

  Corporate Coordinator

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

   

    

  Customer Answer

  Date: 06/01/2023

  I am terribly sorry to have missed all of these notices.  They were in my spam folder.  In fact, the dispute I have with World Wide Moving in ********, ******** is not resolved
  to my satisfaction.  When *** came to inspect our home (9 months after the move) he was very sympathetic about what we had been through and I thought we were getting somewhere.  How wrong I was. ******'s cavalier attitude is appalling.  Nobody keeps broken things for nine months.  But most importantly, to completely dismiss the lack of professionalism of this move is beyond distressing.  It's as if no one actually read about the way we and our belongings were treated.  I respectfully ask that  this case be reopened and taken seriously.  I would love ****** to explain to me how it is okay for a moving company to show up at the end of the day, have the driver go to sleep, be grateful that the four adults on the receiving end of this  delivery for not going nuts (we even fed the crews on both sides) and then say "Well you signed for it."  Who does that?  How under those traumatic circumstance, completely created by the incompetence of WWM, could we have known what was or was not missing.  It was dark, we were beyond exhausted and we trusted these people to make their mistakes right.   This entire situation has hurt our health, mentally and physically.  I am more than happy to give WWM time to reassess their service, but I am not going away.  With sincere appreciation to the BBB for their help, ********************************* ************

  Customer Answer

  Date: 06/01/2023

  I am terribly sorry to have missed all of these notices.  They were in my spam folder.  In fact, the dispute I have with World Wide Moving in ********, ******** is not resolved
  to my satisfaction.  When *** came to inspect our home (9 months after the move) he was very sympathetic about what we had been through and I thought we were getting somewhere.  How wrong I was. ******'s cavalier attitude is appalling.  Nobody keeps broken things for nine months.  But most importantly, to completely dismiss the lack of professionalism of this move is beyond distressing.  It's as if no one actually read about the way we and our belongings were treated.  I respectfully ask that  this case be reopened and taken seriously.  I would love ****** to explain to me how it is okay for a moving company to show up at the end of the day, have the driver go to sleep, be grateful that the four adults on the receiving end of this  delivery for not going nuts (we even fed the crews on both sides) and then say "Well you signed for it."  Who does that?  How under those traumatic circumstance, completely created by the incompetence of WWM, could we have known what was or was not missing.  It was dark, we were beyond exhausted and we trusted these people to make their mistakes right.   This entire situation has hurt our health, mentally and physically.  I am more than happy to give WWM time to reassess their service, but I am not going away.  With sincere appreciation to the BBB for their help, ********************************* ************

• Initial Complaint

  Date:09/27/2022

  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 moved from ****** on September 12th. This moving company did not send 3 movers like they were supposed to, they sent 2. Sick employees. No supplies or tools or any idea of what they were to do. The customer service is horrible. The dispatch manager will not speak to anyone. He doesn't even know what's going on. My sales person, ***, who I thought was a great guy and straight shooter, is a liar. He talked about how things would work and it was completely opposite. This company will play with your mind and tell you when your stuff will be delivered and then call you back days later and change it, and then call you back a day later and change it again. They picked up my things and delivered on the 23rd. Only because I bitched to them over and over. When my things were delivered, things were not wrapped or stored properly, by kitchen dining chairs were broken, and several other items that I reached out to my sales person with pictures and still haven't heard back from him of how to proceed. Horrible. I have moved often across the states and this has been the worst move EVER!! They should not be in business if they can not do a good job. And the fact is....they don't even care!!

  Business Response

  Date: 10/10/2022

  Good morning,

  We are sorry *************** did not have a completely stress-free relocation.  

  *********************** was the estimator and I was the coordinator, who is the main point of contact after the estimate.

  We scheduled a load on 9/12.   We originally had 3 men on the crew and 1 called in.   The load was for ***** pounds which is not uncommon for 2 men to complete.  The load is weight based and not charged per man or per hour.   The crew worked 8:00 am to 5:00 pm which is an average day.    I did not see any sign of illness with either of the crew members.  They did not have proper tools.   *********************** was called and he immediately went to residence and helped the crew.   The crew also did a very messy inventory and we re-wrote it and sent a copy to ****************   At that time we gave her a goodwill gesture of $75.00 for the problems.

  The delivery spread was between 9/16 and 9/27.   We delivered to her residence in Houston on 9/23.   We have a change of drivers, which we worked through.   We tried to get the shipment as quickly as possible to *****************   We informed her of the changes, she was angry, but we were giving her updates.   It worked out that we were able to delivered her well within her spread.   

  *** was emailed her claim pictures on a Saturday, 9/24.   He forwarded them to the claims department.   I was included in on a follow-up email on Tuesday, 9/27 at 4 pm.   I sent the claim link to **************** on the morning of 9/28, and forwarded the claim pictures to North American *** Lines claim department that same day.     **************** submitted her claim on 9/28.   

  I am sorry for the stress that **************** went through.   Her request is for her items to be replaced.  Her coverage on her relocation is Maximum Value Protection at a level of $25,000.00 with a $250 deductible.  The claims department will process her claim.

  Thank you,

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

  Customer Answer

  Date: 10/10/2022

   
  Complaint: 18138138
  
  I am rejecting this response because: 

   

  First of all, there was nothing expedited or immediate from this company - AT ALL.  EVER.  Communication did not exist from the start of the day for pick up. I was told by *** and ******* that the movers would be there to start on Monday the 12th between 8:00-9:00 am.  I had to call multiple times to find out if they were coming and when.  I was told they could not reach the driver - dispatch couldn't reach the driver. I find this odd that they didn't know where their staff was and when they should arrive.  They finally showed up around 11:25 am.  No one called to say they would be late. Nothing 

  2 guys.  Supposed to be 3 according to *** and the paperwork I saw. They were both sick and sniffling.  Moving slow.  The one poor kid didn't even know he was going to load my things on the truck.  Said he was just there to "pack" - which was not the case as I packed all of my things myself, except 2 mirrors and furniture wrapped in plastic and blankets (moving company responsibility). And the inventory was totally messed up.  I did not have a copy of inventory until the drivers dropped off my furniture in Houston.  The one that ******* sent, was the messed up one that the guy wrote over multiple times.  And she didn't even notice!! 

  ***, did not show up until almost 1:00 - he didn't have tools or supplies they needed so had to leave twice to get things.  He helped the 2 guys load a few large items as I asked for him to do as I didn't want them getting broken.  *** left.  The two guys didn't finish until 5:15 pm.  A job that should have taken about 3 hours took 6. 

  I asked for a discount due to the trouble and mis-management that happened and yes, they gave me $75.00.  It was a joke.  I had to call several times throughout the next week for delivery dates as *** would tell me one situation and ******* would tell me another.  I even had ******* tell me it would take another week after I had paid.  That is why I was ******.  And yes, I think a discount for all of the trouble should have been more than $75.00 and the back and forth on a deliver date was ridiculous. 

  When my items finally arrived in Houston there were damaged.  Things weren't wrapped properly or apparently stored properly.  The team dropping off my items and seeing the damage were very nice, apologetic and did a great job unloading. 

  I did send my pics to *** and *******, received the email for the claim and completed the claim that day. 

  The claim response is that they are "working on it".  So I have no idea of the next steps and when I will be able to get my things replaced.  Very frustrating. 

  If a company can not accept a job and do it correctly, they shouldn't accept it.  There seems to be much needed changes in the structure of this company.  Communication being at the top of the list and doing what you say you are going to do.  

  Moving is a stressful time and this is the last thing someone should be dealing with.  I have moved many times throughout my career and this has been, by far, the worst experience, from start to finish. And well, it's not over for me, as I have damaged things to replace due to mis-handling. 

   

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

  Business Response

  Date: 10/17/2022

  Good morning,

  We do apologize that **************** had problems with her relocation.  

  The settlement she is requesting is replacement of her broken items.... this is a claim issue and she has submitted a claim which is being processed.   The claims department is at the Corporate Offices of North ****************************************************** 10/7, ************************* sent an email to ****************, stating that she was the claim adjustor and would be processing the claim.   Typical, claim processing can take from 30 to 60 days per the email.   The claim will be settled at the coverage **************** purchased.  ************************* can be reached at *********************** . 

  The crew was late.  Arrival time is a two-hour window between 8:00 - 10:00, per ****************, the crew arrived at 11:25.   The dispatcher, *** and myself did not know they were going to be late, or why they were late and were not able to contact them.   We believe we have corrected that situation.   **************** did call after they arrived and told us there were problems.   I don't know the time **************** called in the problems but *** arrived within 1 hour 35 minutes per ******************** timing of when the crew arrived and *** did help.

  I have attached the revised inventories I sent **************** on 9/19 via email.   I did not send the "messed up" ones to her.  I have forwarded her the original email I sent her on 9/19.

  We were working on the delivery dates.   **************** called often.  Usually, before we had definite updates and we told her what we had, which she was not happy with.  When we called and gave her the final update, there was back and forth delivery dates.  We apologize because the delivery dates did change as we were working on getting her items to her.

  The move did not go as well as we would have hoped, but it did not go as bad as **************** believes.   Once the crew was late there was nothing that went right per *****************   We are sorry for the stress and the inconvenience she has been put through.  

  Thank you,

  Darlene 

   

   

   

  Customer Answer

  Date: 10/26/2022

   

  The company can come back and say that it wasn't as bad as I'm saying it is, all day long.  And that's the problem.  It was my experience, I shared the facts, and it happened that way, and was as bad as I said it was, or else I wouldn't be wasting my time with making the report.  But the fact that they keep saying it wasn't as bad as I said it was and keep making excuses, is the problem!!! They don't care about the customers experience.  AT ALL! 

  
  

  I have nothing further to say on the subject.  The public needs to know, not to choose this company as a mover, as it will make the pivotal time in their life a horrible experience. 

  
  

  I just want the money back for my things that are broken as I've had to replace them.  And even that process is ridiculously slow.  

  
  

  Thank you 

  
  

  
  

  
  Complaint: 18138138
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************