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:12/26/2024

  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.

   
  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,
  
  ****** *******

  Business Response

  Date: 01/13/2025

  Thank you for bringing your concerns to our attention regarding your recent move. After reviewing the *** logs from our trucks against your contract, we identified the billing errors you mentioned. We reached out to you over the weekend to inform you and have processed a refund to correct the amount.

  We sincerely apologize for any confusion this may have caused. We value your business and wish you the best in your new home.
  
  

• Initial Complaint

  Date:11/14/2024

  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.

  while moving my furniture into my house on October 24th they broke my front screen door. I contacted them and they said to take pictures and send along with explanation, which I did They never got back to me and I have called three more time and all they say is it takes time to find someone to fix it I said how long can it take we live in ******* and there are many screen and lanai companies they won't let me speak to anyone in claims I think it's just a run around thank you for your help

  Business Response

  Date: 12/10/2024

  Thank you for taking the time to provide feedback about your recent experience. I am sorry to hear that you were not completely satisfied. We have investigated your complaint and although we were able to verify that you moved with us on October 24, 2024, we cannot find any claim submitted to our claims department at **************************************** by the email address you provided above. Please provide us with the email address used to submit your claim, if it differs from the above, so that we can investigate this further. If you have not already submitted claim with our claims department, our claims department will be happy to provide the submission form and begin working on a resolution. 
  
  Best regards,

• Initial Complaint

  Date:07/18/2024

  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.

   
  Complaint: 22008010
  
  We are rejecting this response because:  The check we received had no explanation.  the 380 lbs is less than what we originally submitted plus we just learned when we went to fill a chest of drawers that they cracked that as well. I t is being put out for the trash.  It belonged to the bedroom set. Further, it was NEGLIGENCE on their workmen's part as to why this furniture was damaged.  we have not cashed this check nor will we as this is NOT adequate compensation for negligence.  We received only the check and no itemization or explanation.  As a matter of fact, we asked for an itemization and received no response. We are looking for replacement value of these items. We are living on Social Security income and not able to pay for damages someone else has done due to their negligence.  Also,as the form they are showing initialed by me.....we received paperwork where when you opened it all there was was a place for you to sign then click for it to be auto filled.  We also never had anyone go over any contract as they claimed before doing the job.  They showed up half asleep and it went downhill from there. 
  
  Sincerely,
  
  ****** / ***********************ir price $1319. each on sale at time of purchase. They also damaged 3 of our 6 dining chairs., cost approx $75 each. Again, discontinued, no longer available. They also damaged one sofa end table, a deep scratch in the top. Cost approx $200. When asked about the storage fees they said it was because they rented us the blankets out furniture was wrapped in and that covered the cost. When the furniture was removed only 8 pieces had covers. Not even the dresser mirrors were wrapped! The reason these pieces were damaged or have pieces missing is that they did not wrap them and thru their negligence of dragging them, etc they were ruined. They informed us FL law only makes them pay 10 cents per pound on damaged goods. They sent us a check, no explanation, for $228 total for losses incurred. Our losses were well over $2000! When I asked for a detailed accounting of the $228 as well as copies of the receipts for moving and the contract the have never responded. Want replacement or refund.

  Business Response

  Date: 07/19/2024

  Hello, we have reviewed the complaints of this customer. Many statements made by **************** are incorrect. **************** was reimbursed based on the standard coverage option for her move. The weight she was reimbursed at was based on the overestimated weights she claimed on her claim submission form that I have attached above. I have included a copy of the pre move paperwork, claim submission form and reimbursement check that was previously provided to her with an explanation.

  Business Response

  Date: 07/25/2024

  Hello, we are sorry to hear that you have an additional item that you are wanting to claim. This item was submitted after opening up a BBB complaint and receiving the initial check. Our claims department will continue to work on your claim for any new items. The previously attached picture of the claim form and check does have the explanation attached to the check. The signed paperwork we provided does detail the reimbursement rate that is set at the state level for all licensed moving companies in ********

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 22008010
  
  I am rejecting this response because: the amount they have offered is insufficient for their NEGLIGENCE,   I am attaching a copy of the letter mailed to them today along with their uncashed check.
  
  Sincerely,
  
  ****** / ***********************

• Initial Complaint

  Date:02/27/2024

  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.

   
  Complaint: 21352584
  
  I am rejecting this response because: they have not provided how they determined the weight of the 17 damaged items nor how they determined the damage on the newly painted walls to be normal wear and tear. I have offered for them to come and weigh the damaged items but they have ignored that offer. I provided the weights per item on my original claims form. There is a marked difference between our weight factors but that is something that can be be factually determined. I am not questioning the amount per pound I agreed upon in the contract, just the weight factors. 
  
  Sincerely,
  
  *************************use the small residential elevator in my unit but things were jammed in there at times. All to say, after having moved at least a dozen times in my life, this may have been the worst moving experience I have ever had with definitely the most amount of breakage. Seventeen items were damaged or dirtied as well as 29 nicks in the drywall and picture frame molding. I paid them a total of $$6623.73. On the advice of their driver, I checked ***************** which is supposed to pay $.60/pound based on the weight of the damaged items. I calculated a weight of 1645 pounds or a damage reimbursement of $987 plus $150 to repair my walls for a total of $1,137 - which is being exceptionally reasonable.

  Business Response

  Date: 03/13/2024

  ************** was provided reimbursement based on the coverage option she had selected and the weight of her damaged items. Her claim submission form she provided included some items that were not moving related damages and some instances where weight of items were overestimated. A repair was offered for any wall damage although some areas do appear to be normal wear and tear. 
  
  

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21352584
  
  I am rejecting this response because: ** statute 507.04(4) does not give the mover the latitude to use their own weight valuation methods nor to limit the damage to their assessed opinion whether a piece of furniture is functional beyond repair. They damaged pieces of furniture that are heavy (as well as light) and therefore, according to the statute must pay $.60/pound per article.  For example,  the antique ***** plate that was broken in half is probably worth more than the $.60 they have to pay for damages on that article.  However, the high quality dining room table that was dropped on the stairs and damaged along its beaded edge (which is not repairable) needs to be valued at its actual weight.  They continue to offer the same response rather than address my specific question about providing the weights they used by article so that we can determine if they are assessing the reimbursement pursuant to the statute.  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/01/2024

  Our claims department uses average weight tables and industry experience to estimate a weight appropriate for the damaged item. Items that are not broken *************** are not given the full weight. We have not received any information that would suggest the estimated weight is inaccurate. The claimed drywall damage was fixed prior to us being given an opportunity to repair. 

  Business Response

  Date: 04/12/2024

  Reimbursement was provided for the items that were damaged. Reimbursement was not provided for items that were dirtied, improperly packaged by the customer, or wear and tear from normal use.

• Initial Complaint

  Date:01/12/2024

  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.

   
  Complaint: 21124752
  
  I am rejecting this response because:

  Thank you for re-opening my dispute. As I stated in my complaint. The person that they had 1st at my house had only been with the company for a week and a 1/2. He had 15 places that my wife had to sign before they would move us. I am not saying my wife should not have read what she was signing. The kid would not move anything until she did. He did not explain anything to her. The lead was an hour late getting there. All the crew did was argue the whole time. My washer was damaged and so was my refrigerator.

  Neither one of them at the time were more than a year old. I spent almost $2,000.00 on my fridge and $700 on my washer. Can I use the washer, yes. Can I use the fridge no. They lost the screws that hold the handles on. 

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

  unfortunately I had to work. My wife's bad for not reading what she was signing. I am now also complaining about my washer which they also damaged in the move. I sent them pictures of both. I also have the pictures on their ****** review. I am not one to complain but, when you ruin someone's $2,000 refrigerator and scratch the h*** out of someone's stuff. I think you as a company should be held accountable. I was going to take them to small claims court but, that costs $300 and we don't have it currently.

  Business Response

  Date: 01/12/2024

  Hello

  Thank you for taking the time to provide feedback about your recent experience. I am sorry to hear that the moving team did not live up to your expectations and that there was damage to some of your items. I will be happy to address your concerns below. 
  

  After reviewing the details of your claim with our claims manager, it appears that our furniture repair technician is not able to repair your items. However, our claims manager was able to send a check for an overestimate based on the weight of the damaged furniture and the coverage option that was selected when the move began. These coverage options are available in writing prior to your move to review. It looks like you selected the free coverage option that places a value on all furniture pieces at 60 cents per pound per item as the total value of the piece. This is the minimum coverage option moving companies must provide, and is set at the state level for all licensed intrastate movers. It does not appear that any pieces were completely destroyed or lost all of their value due to any damage caused. If our claims manager was unable to address all of your concerns, you are more than welcome to reach out to him directly at ****************************************.

  Kind regards.

  
  

  Business Response

  Date: 01/26/2024

  Hello ****************, 

  I am sorry to hear that you are not satisfied with our response. I would be happy to provide a copy of our BOL with the coverage option where customers sign one time before the move begins, and make a single selection on the coverage options. However, all of the information and more is available on the pre-move paperwork we electronically send over when a reservation is made. The electronic paperwork is attached to our response and was completed by your family on September 21st- a full month before your move on October 21.

  Two of the team members on your move had been with our company for over a year. The third employee had prior moving experience at another company which the manager confirmed during his initial training.

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21124752
  
  I am rejecting this response because: Ok we will play that game now cover my washer
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/22/2023

  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.

  The transaction took place on Jan 3 2023, they moved my furniture and broke the glass to my China cabinet and keep telling me the check is in the mail, I now keep trying to call and they do not pick up.

  Business Response

  Date: 04/05/2023

  Hello *****************, 

  We would like to apologize that it has taken this long for you to receive a reimbursement check for your damaged glass. We have taken some time to review you and your family member's correspondence with our claims manager, as well as the records they keep for mailing reimbursement checks. While we can understand your frustration with the delay, I was able to verify that both the original and replacement checks were mailed to the correct mailing address that was listed on the claim submission form. 

  We were able to see that you provided our claims manager with an updated mailing address yesterday, and that he is attempting to send another replacement check after cancelling the previous one. If you would prefer, we would be happy to have him hold the check at our office at **************************************************************** if you would prefer to pick this check up to hopefully prevent any future issues with the mail. If not, he is scheduled to be mailing another replacement check to the updated address you provided as soon as possible. 

  We appreciate your business and hope that you enjoy your new home. 

  Thank you.

   

• Initial Complaint

  Date:12/08/2022

  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.

  date was 6/29/2022 to 7/6/2022 I paid $2152 for them to move me about 15 miles I sent a claim into the company trying to recoup damages to furniture. They did send someone out after fighting with them for weeks to repair what they could. Not perfect but better. They did not pay for any cleaning of custom furniture. I have photos of damages and they offered me $210 to stop posting on social media about the incredibly bad job they did. I put in a claim with licensing August 8th but it was sent to a different department. I am not sure where it was sent. They very often send checks of $210 to people with claims stating that they adjusted weight to 350 lbs. Our furniture was greatly over 3000lbs(many pieces being ***************** pieces and custom pieces. By the contract it says that they would pay .60 per pound nothing about adjusting the weight. They damaged floors and walls also.They did send a check written out to my maidens name that I have not used for 4 years. I can not cash it and its only $210.00. I do not want to feel like a number but a person with a loss. They send a form letter with the check and fill in the clients name. They must send out many of these letters to not be able to personalize it.

  Business Response

  Date: 12/09/2022

  Hello *******, 

  Thank you for taking the time to provide feedback about your recent experience. I am sorry to hear that the moving team did not live up to your expectations and that there was damage to some of your items. I will be happy to address your concerns below. 

  After reviewing the details of your claim with *****, it appears that a furniture repair technician was sent to repair the majority of the damage caused to your furniture. For any items that were not able to be repaired, our claims manager was able to send a check for an overestimate based on the weight of the damaged furniture and the coverage option that was selected by you or your husband when the move began. It looks like you selected the free coverage option that places a value on all furniture pieces at 60 cents per pound per item as the total value of the piece. This is the minimum coverage option moving companies must provide, and is set at the state level for all licensed intrastate movers. It does not appear that any pieces were completely destroyed or lost all of their value due to any damage caused. If our claims manager was unable to address all of your concerns, you are more than welcome to reach out to him directly at ****************************************.

  I apologize if you received a check made out to your maiden name. Looking over the email thread, it appears that your name on Gmail still displays your maiden name instead of your updated name. This is likely what caused that error on our part. If you would like a replacement check, please feel free to reach out to our claims manager at **************************************** and he will be happy to void your current check and issue a replacement to the correct name. 
  

  Thank you, we appreciate your feedback. 

• Initial Complaint

  Date:11/14/2022

  Type:Product 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.

   
  Complaint: 18399796
  
  I am rejecting this response because:

   

  I provided the business with a licensed and insured vendor that says they can do the job. I am waiting to hear if they will use this vendor

   

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

  u would like to send us 3 quotes that you have also gotten.Thank you,*************************"They can either repair (completely remove the grease" or provide a $500 refund, which is the quote I received to repair.

  Business Response

  Date: 11/14/2022

  Hello *****,

  Thank you for taking the time to provide feedback about your recent experience. I am sorry to hear that it's taking longer than expected to locate a company to clean the grease stain in your driveway. After reviewing your claim with *****, it appears that he has contacted well over 20 companies since you submitted the claim but none have offered that service. He is continuing to locate a vendor as quickly as possible and will be in contact as soon as he is able to locate one. If you would like to share with him the name/quote of the company you were able to locate that can remove that stain that would certainly help expedite this process and I'm sure would be much appreciated by ***********

  I believe there may be a miscommunication about not being allowed to speak to a manager. Our owner is not always available and is also not involved in the claims process. However, we have other managers that you're welcome to speak to if you would like to voice any concerns. Our claims process is handled strictly in writing to ensure there is no miscommunication and that there is a complete record documenting each damage claim. 

  I apologize that there was any damage on your move at all. We do our best to take precautionary measures to prevent damage, but unfortunately, no company is perfect. We will always do our best to right any wrongs as detailed in our contract together.

  Thank you, please let me know if you have any questions.

  Business Response

  Date: 11/15/2022

  Thank you for the update *********** 
  
  I will follow up with our claims manager ***** to make sure he received the information for the vendor you mentioned. We appreciate your help in locating a vendor. This, thankfully, is not a frequent occurrence but should this vendor work out we will make sure to keep his information on file to prevent a delay if we run into this situation in the future.

  We appreciate your help in expediting this process. ***** should be in touch at some point today after he speaks with the vendor. 

  Please let me know if there is anything else I can assist you with.

   

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18399796
  
  I am rejecting this response because:
  

  The person came to do our driveway. He told us that Eagle Moving said to invoice **, not them, for the payment to have this fixed. I dont understand why they would do this. Eagle Moving spoke to him on the phone and should have made the payment arrangements directly to the person we provided them and they approved to do the work.

   

  Eagle Moving, please provide us proof of payment direct to **************** LLC so we know he got paid for the job you approved him to do.

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

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18399796
  
  I am rejecting this response because:

  The person came to do our driveway. He told us that Eagle Moving said to invoice **, not them, for the payment to have this fixed. I dont understand why they would do this. Eagle Moving spoke to him on the phone and should have made the payment arrangements directly to the person we provided them and they approved to do the work.

   

  Eagle Moving, please provide us proof of payment direct to **************** LLC so we know he got paid for the job you approved him to do.

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

  Business Response

  Date: 11/16/2022

  Hello *****,

  Thank you for the update on your claim. I apologize for any miscommunication, but our claims manager did instruct that company to send us the invoice following the repair. I believe there must be a miscommunication on there end, as I am not sure why they tried to collect payment from you.

  If they made you pay that invoice, please let ***** know and he will ensure you are reimbursed as quickly as possible. If you have not, we will of course cover the cost of the repairs and we will get in contact with the company to pay the outstanding invoice.

  Thank you, please let me know if there is anything else I can assist you with.

  Customer Answer

  Date: 11/16/2022

   
  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. They should pay the invoice provided to them from the vendor
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/26/2022

  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.

   
  Complaint: 18118814
  
  I am rejecting the movers claim of no responsibly for my furniture why would I sign off on a disclaimer not just before the move but after the move once the desk was broken I repeatedly asked this question it remains unaddressed. This here is a form letter that fails to address the legitimate issues I noted. The desk was broken "before " the move the mover was careless admitting he broke the desk when he attempted to pick it up and wrap it- He was not in the process of moving the desk any

   He was in a rush in the office of my apartment. Another issue dismissed  is the mover not addressing  the fact that when the furniture was delivered to our new residences the movers without any explanation took out a wrinkled form stating sign and check here. I asked for a copy and was told it would be mailed-- never happened. This was a deliberate  line of misinformation from From Eagle LLC, we would not sign off after the move knowing we would not be compensated. If the mover had no responsibility why would be deliberately deceived about what is on that sign off form. I had only a glance it was short appearing to be sign off for payment only. There was no explanation about the form, no please read the form, this was done for one purpose to deceive customers they did- Someone should make this company take responsibly for their actions.
  Sincerely,   
  *****************************

  t for the new desk and was told it would take 2 weeks to settle- after persuing them 4 more times I got a check 7 weeks later for $90 for my $700 desk-I emailed ***** for several weeks wanting a settlement in a cordial and fair manner. The 60cent coverage was never verbally explained, unknowingly after the move, my husband was asked to sign the receipt of payment ( more than the price quoted) and check the box unaware the box was again for coverage- We would never knowingly check that box"aware the mover "broke the desk" That act was egregious and deliberately deceptive.-I'm a nurse, it is my "legal and ethical" responsibility to ensure procedure consent forms are verbally explained not simply read. Patients are prompted to ask questions and required to verbally state they fully understand the consent form -only then do we both sign it. Any competent, ************** or place of busing would do this. Eagle's letter stated once money is accepted Iam not free to comment on any platform

  Business Response

  Date: 10/03/2022

  Hello *******************,

  We appreciate you taking the time to provide feedback about your recent move with us. I apologize that your move did not go as smoothly as we all would have hoped. I am happy to clarify your concerns below.

  All licensed moving companies in the state of ******* operate based on a released liability for damaged items that is based on the weight of the damaged piece not the value of the item itself. We highly encourage all customers to obtain adequate coverage through a third party insurance provider because of this- usually through a customer's homeowners or renters policy. This is warned in the confirmation email for the appointment, the pre-move paperwork that is signed off on to confirm the appointment, and the bill of lading that is signed the morning of the move. It appears that the minimum coverage set by the state of ******* was selected for your move, which values damaged pieces at 60 cents per pound per item. It appears that you had self-estimated your desks weight at 100 lbs, and our claims department gave an overestimate of 150 lbs for reimbursement. This does appear to be a correct reimbursement based on the coverage option you had selected. Unfortunately, we are not able to change the coverage option that a customer purchased after their move. 

  I apologize for any inconvenience and hope that you and your family enjoy your new home. 

  
  Kind regards. 

  Business Response

  Date: 10/05/2022

  Hello *******,

  Thank you for your response, I am happy to provide further clarification.

  We have taken responsibility for damaged items by providing reimbursement based on the coverage option that was selected when the move began, and in our terms of service that were signed off on to confirm the appointment. Minimum valuation rates for damaged furniture are set at the state level for all licensed moving companies in *******. Although we are not sure what form you are referencing, the bill of lading, that was attached in our original response, is signed off on and a coverage option selected prior to the move beginning that morning. The bill of lading is signed again to confirm that a walkthrough was done at the end of the move. The terms and conditions are digitally signed by all customers at least one day before their move date.

  I apologize that this customer feels as if she was deceived. Although I cannot speak to what was said on the day of the move, the limitations of liability are disclosed in writing in the confirmation email with the details of the move, are digitally signed off on by the customer to confirm the appointment, and selected by the customer the day of the move. 

  Please let me know if you have any further questions. 

  Kind regards.