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:05/20/2025

  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.

  On 4/26/25, they pickup our furnishings to move from ** to **. They were supposed to deliver on 5/18 or 5/19/25, but they did not arrive or call. My husband has phoned and texted them, but have not heard back. I attempted to email them, but the link isn't valid. All I would like is our furnishings *******. The last digit of the order number is difficult to read.

  

  Business Response

  Date: 05/20/2025

  First, we would like to apologize for any inconvenience the customer has endured. It is never our intention that any customers or potential customers will have a less than satisfying experience when working with us. All calls with 24/7 Logistic Services are recorded for guaranteed service and satisfaction. After reviewing the calls on 5/15/2025 our customer service team reached out to the customer and left them a voicemail letting them know that "at this time, your goods are scheduled to be loaded Sunday 5/18/2025, with delivery expected on the following Monday 5/19/2025, however this information is tentative and customer service will call to confirm the loading of the shipment. On Monday 5/19/2025 24/7 Logistic Services confirmed with the customer that the shipment was not finalized and that we were waiting for instruction from the area manger. Today 5/20/2025 the customer has been informed that the delivery truck is returning today to our hub, will be loaded today, and delivery will follow tomorrow 5/21/2025. This is well within the customer's courtesy window for delivery and no communications from the customer have gone unaddressed. We regret the customer found it necessary to file a complaint, but trust that the above explanation and list of detailed communications enables them to better understand our position in this matter. 
  

  Customer Answer

  Date: 05/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, while don't necessarily agree tat they contacted us the shipment wasn't going to be on the 18thh or 19th.  I will not be satisfied until I get my items, however,  I accept their response.  They didn't mention the 2 calls I placed on 5/20 expressing my dissatisfaction on their lack of responses.

   

   

   

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

• Initial Complaint

  Date:05/02/2025

  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.

  On 01/09/2025, 24/7 Logistic Services came to handle a long-distance move from ********** to **********, **. I paid a total of $10,173.41 for their services. The company committed to providing full moving services, including transportation of our belongings, accurate volume-based pricing, and the reassembly of furniture upon delivery.However, the company engaged in what I believe to be coercive practices. They significantly overestimated the volume of our move during the initial phone consultation (despite our objections) and assured us it would be adjusted later. When the movers arrived, they required us to sign paperwork before completing the truck loading, and then claimed it was too late to adjust anything. At delivery, we were told we had to sign a delivery acknowledgment form in order to be eligible to file a claim. Under pressure, and with our belongings effectively held hostage, we signed. Later, the third-party claims company stated that because we signed that form (as instructed), our claim was automatically invalid.Their inflated estimate jumped from our actual ~600 ft to a claimed 1100 ft, resulting in a cost increase of over $4,000. They absurdly listed items like a folded ******* stand in a backpack as occupying 94 ft. We also found that the truck used could not physically accommodate the claimed volume (based on the model specifications).They denied our request to reassemble furniture, despite it being part of the agreement, and later texted us to say they simply werent doing that. They added last-minute delivery fees, claiming they couldnt have known a semi-truck wouldnt fit on a typical DC residential street. This company has not made any good-faith effort to resolve the issue. In fact, their behavior suggests a deliberate strategy to extract money through misrepresentation and pressure tactics. We are currently preparing to pursue this matter through legal channels.

  

  Business Response

  Date: 05/15/2025

  We sincerely apologize for any inconvenience you may have experienced throughout your relocation. At 24/7 Logistic Services, our goal is always to deliver reliable and transparent service, and we regret that you feel your expectations were not met.
  
  We take your concerns seriously and appreciate the opportunity to respond.
  
  Binding Estimate and Volume Dispute
  You mentioned that the original estimate was significantly inflated and that you were assured adjustments would be made at pickup. We must clarify that the estimate provided to you was a binding estimate, which is a fixed-price agreement based on a set volume. As noted in the estimate documentation, binding estimates are not subject to change based on the actual weight or volume of the shipment unless a Revised Binding Estimate is issued. This revision only occurs if additional items or services are added by the customer beyond the original agreement.
  
  The estimate was based on information you provided during the consultation. Our representatives are trained to ask detailed questions to develop an accurate quote; however, the final estimates accuracy is highly dependent on the level of detail and accuracy of the customers disclosure.
  
  Claims Regarding Coercion and Signatures
  Regarding your concerns about being required to sign documents during pickup and delivery: it is standard industry practice to obtain signatures at these stages to document the condition of goods, confirm delivery, and initiate the eligibility for claims if needed. We want to assure you that no signature invalidates your right to file a claim. In fact, you were referred to our third-party claims provider, ***, on January 22, 2025, and the claim is currently under review. Per federal guidelines for interstate moves, the claims process allows up to 120 days for resolution.
  
  Shuttle Fees and Access Issues
  You also raised concerns about last-minute shuttle fees. Please note that the estimate you received before the move clearly indicated that additional accessorial charges, including shuttle fees, may apply if a standard tractor-trailer cannot access your delivery location. In your case, the layout and street limitations required a shuttle to complete delivery. The corresponding fee was charged in accordance with our published tariff.
  
  Reassembly of Furniture
  As stated in our service terms, basic disassembly and reassembly of standard furniture are included where necessary. If the reassembly was not performed to your satisfaction, we regret this and recommend including it in your claim for proper evaluation. We have no records of exceptions noted at the time of delivery or formal refusal of services by our team.
  
  We understand how stressful a cross-country move can be and regret that you feel dissatisfied with the experience. We would like to reassure you that your claim is being reviewed in good faith, and any compensation determined will be issued according to our legal liability under federal regulations.
  
  Should you have additional documentation or details you would like to submit regarding your claim, we encourage you to upload them directly to the *** system for consideration.

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23278403
  
  I am rejecting this response because:

  We categorically reject 24/7 Logistic Services reply and attached additional evidence (and we reserve the rest of our evidence for the small-claims litigation)
  
  Binding estimate & volume inflation : During the intake call your agent insisted on adding items just in case and promised they would be removed later. They never were.  Your inventory shows a folded hammock stand at 84 ft when the manufacturers specifications (and our photo) prove it is under 8 ft.  The delivery photos of the fully-loaded truck (same model/plate we recorded) demonstrate the entire load could not exceed ~700 ft, not the ***** ft you invoiced.
  
  Shuttle fee : During our discussion, you guaranteed at least 3 days notice so we could reserve curb space with the City of *************. Instead we received <24 h notice, making a shuttle unavoidable and transferring avoidable cost to us. We have text showing that we asked severak time
  
  Furniture re-assembly: Texts from your dispatcher (already filed with CSI) state we arent doing that, contradicting your tariff and contract and your response through BBB where you answered "We have no records of exceptions noted at the time of delivery" (again the attached document shows that there is a record).
  
  Coercive signatures: ********* required my wife, alone at the house, to sign delivery papers. You answered through *** that signing void our claim, exactly the coercive loop we feared.
  
  Claims process: Three months on, *** has not produced a substantive response. Meanwhile we have filed formal complaints with BBB and FMCSA and are preparing for small-claims litigation.
  
  We therefore maintain that the charges and denials are unfounded and expect a good-faith resolutionrecalculation of volume-based fees, refund of the shuttle charge, and compensation for services not rendered.

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

• Initial Complaint

  Date:04/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 02/27/25 Amount of money paid to the business: $1,242.50 The business transaction: Moving service/truck rental. Nature of the Dispute:I requested a refund from 24 Seven Logistics Services because they are unable to fulfill the contract, as they do not provide moving services to ******. Per their own policy, cancellations made more than ten (10) business days before the scheduled move date are eligible for a full refund of the deposit. I submitted my cancellation request in writing via email on March 18, 2025well beyond the required notice period. In addition to meeting their cancellation policy requirements, the company is fundamentally unable to provide the agreed-upon service, as they do not transport household goods to ******. Despite these facts, they have repeatedly denied my refund request.Attempts to Resolve the Issue:I have made multiple attempts to contact the business via email and phone, but my inquiries have largely been ignored. When I reached a representative, ******* ******, on March 24, 2025, he confirmed receipt of my cancellation email but refused to acknowledge the companys noncompliance with its refund policy. Rather than addressing my concerns professionally, he repeatedly interrupted, spoke over me, and became argumentative when I presented clear evidence supporting my refund request.The company has failed to act in good faith by refusing to issue the refund despite their inability to fulfill the contract that is clearly outlined in their own policy. Their lack of response, dismissive attitude, and refusal to adhere to their own cancellation terms demonstrate unethical business practices. I am requesting a full refund of my deposit ($1,242.50), as I have met all the necessary conditions for cancellation, and the company is unable to perform the service as outlined in its policy.

  

  Business Response

  Date: 04/04/2025

  First, we would like to apologize for any inconvenience the customer has endured. It is never our intention that any customers or potential customers will have a less than satisfying experience when working with us. All calls with 24/7 Logistic Services are recorded for guaranteed service and satisfaction. We appreciate the customer providing dates, time frames, and recounting of the events, but unfortunately key events and details are missing.
  
  The move was originally scheduled to be going to ******* on March 14th, 2025. The customer emailed us on March 10th, 2025 stating that there was a change of plans and they need to change their move to from ******* to ******. We offered the customer our ******************** getting the goods to ******, but the customer decided they would like to cancel services officially on March 12th. One of our managers, *******, discussed with the customer that canceling now would be forfeiting the deposit as it is 2 days before the initially scheduled pickup. Customers must cancel ******************** more than 10 business days prior to the initial pickup service date to receive a full refund of deposit (as stated in all signed moving documents). This is due to work already being done to facilitate the move on March 14th as originally planned. The customer instead decided to move their pickup date from March 14th, 2025 to April 16th, 2025 and to continue with the move.
  
  On March 18th, 2025 the customer reached out to us again stating that they wanted to cancel services. But as stated to the customer previously, the refund window applies to the initial service dates provided, not any revised dates. Unfortunately, the request for a refund is still not applicable due to being past the initial service dates. We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23155168
  
  I am rejecting this response because:

  I appreciate the opportunity to provide further clarification.

  I am requesting a full refund of my deposit of $1,242.50 due to the companys inability to fulfill the contract and their refusal to adhere to their own cancellation policy.
  Originally, my move was scheduled for March 14, 2025, but a new agreement was signed for a rescheduled move date of May 16, 2025. This updated contract reset the relevant cancellation terms.

  After rescheduling, I discovered that 24/7 Logistic Services does not service the state of ******, which is my origin location. I promptly canceled the move in writing on March 18, 2025, well in advance 42 business days before the rescheduled move date, far exceeding the 10-business-day window required for a full refund.

  Despite this, the company has continued to deny my refund, incorrectly citing the cancellation policy based on the original March date and refusing to acknowledge the rescheduled agreement. Furthermore, I provided documentation that they cannot legally or logistically fulfill the move which nullifies the contract regardless of the cancellation window.

  To support this claim, I have attached two sources that confirm 24/7 Logistic Services does not service moves to or from ******:
  Their own official website, which explicitly states Alaska is not within their service area.
  A ConsumerAffairs page, which also lists their service exclusions, including *******

  I would also like to emphasize that no services were ever rendered by 24/7 Logistic Services. At no point did they perform any part of the moving process no pick-up, no labor, no materials, and no transportation were provided. Despite this, they are withholding the full deposit. Charging for services that were never delivered especially when they are not capable of completing the move due to service restrictions is unacceptable and unethical.

  When I attempted to contact the business to resolve this amicably, I was met with unprofessional conduct. The representative was argumentative, repeatedly talked over me, and refused to acknowledge the evidence I presented including their own policies and the service limitation. Additionally, the company has ignored multiple follow-up emails and phone calls attempting to resolve the matter without escalation.

  In summary, 
  - *********** cannot fulfill the contract due to its lack of service to ******. Their own website and a verified third-party source confirm this limitation.No services were ever rendered by the company in any form.

  - They did not perform any part of the moving process, making their refusal to refund the deposit unjustifiable.

   - A new agreement was signed for a rescheduled move date of May 16, 2025. I canceled in writing 42 business days in advance, well within the full refund window per their own cancellation policy.

  Despite this, the company has been unresponsive and unprofessional in all attempted communications, including avoiding contact and displaying argumentative and dismissive behavior when reached. Given the clear terms of the updated contract, the companys inability to deliver services, and the documented attempts at professional resolution, I believe a full refund of the deposit is warranted and justified.

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

  

  Business Response

  Date: 04/08/2025

  For further clarification, we can, and have facilitated moves to ****** at the request of customers. Our primary focus is the contiguous *************, but we strive to accommodate our customers' needs as best as possible. Mentioning that, this customer was offered ******************** to move to ****** once the they changed their destination from ******* to ******. The customer decided to cancel ******************** of their own volition, not due to any incapabilities of 24/7 Logistic Services. 
  
  We do not wish to cause any stress or further challenges for the customer, but many points on this rebuttal were answered previously. The foremost is the cancelation and receiving a refund. Changing the pickup date on a move does not change the window at which you can receive a refund for canceling. The window to receive a refund is from the original pickup date, as stated in all signed moving documents. Changing the date of services to a later date does not change the original date. Contrary to the customers statement that "no ******************** were rendered" many services are in fact rendered prior to pickup. Services like having storage allocated for their goods, a truck and crew scheduled and reserved for your pickup date, materials specific for your goods and move, that day and time blocked off from other customers looking to use our ********************, etc.
  
  We once again regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23155168
  
  I am rejecting this response because: The company claims it can and has facilitated moves to ******, yet this directly contradicts two credible and public sources I have provided including their own website and a listing on ******************* both of which clearly state that 24/7 Logistic Services does not service ******. If this is no longer accurate, it reflects a failure to update public-facing materials, which constitutes misleading advertising at best and material misrepresentation at worst. This contradiction casts doubt on the companys claim of service availability and undermines the validity of the contract, as I entered into the agreement based on false or inconsistent information.

  
  In addition, no actual moving services were rendered. I never received communication from a moving crew, no truck ever arrived, and I was not provided with any materials or storage details. The company references internal preparatory tasks such as allocating a truck or storage space, but these are not disclosed in the agreement as billable or non-refundable services. Moreover, no receipts, documentation, or confirmation of such services have been provided.

  
  It is important to clarify that I did not cancel arbitrarily. I canceled in writing 42 business days in advance well beyond their own stated policy for a full refund due to the companys inability to fulfill the expected service (an Alaska relocation), compounded by consistently unprofessional communication. My attempts to resolve the issue were met with avoidance, interruptions, and a dismissive tone.
  
  Given the combination of documented misrepresentation or service area, no verifiable services rendered, and advance cancellation per the company's own policy, I respectfully reiterate my request for a full refund.
  
  If this matter cannot be resolved through the BBB process, I am prepared to pursue additional avenues, including filing a formal complaint with the ****************************** and, if necessary, small claims court.
  
  Thank you for your continued assistance in this matter.
  
  Sincerely,
  ******** ********

• Initial Complaint

  Date:03/27/2025

  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.

  Received a quote for a move of personal items ( paintings and glassware) from ******* to *******. Total price for this move $2855.00. Paid a deposit- then on material pick up paid another amount and was provided with a Final bill due upon delivery in the amount of $706.50 payable by cash or postal money order upon delivery. The day before delivery I was informed by this moving company that I would be charged an additional $400 (57%) more than originally quoted. So now due $1106.50 in cash. Apparently, the driver decided that the street would be too narrow for his semi and he will need to secure a shuttle to deliver. The funny part about this is this street is 1 block away from ********* place the largest warehouse and showcase venue in the city. Recently, they hosted the Chicago auto show. Semis, trucks and all forms of transportation are regularly traveling to ********* place!! This is of course the old bait and Switch that moving companies have been accused of doing for years. They know of our attachment to our items ,specially if you are moving them from one state to another. I have informed them that they can keep the items and that though I love them - I dont NEED them and I am not interested in being the victim of a con or scheme. I would like the company to honor their original final quote and to deliver my items as agreed upon to the building where it was originally scheduled to be delivered. I also do not want them to charge me for storage as their greed is causing this delay and yes, I want an apology. I also want BBB to monitor this practice and to warn customers of the predatory practices of *************************************************.

  

  Business Response

  Date: 03/28/2025

  We sincerely apologize for any challenges the customer may have experienced. Our priority is always to ensure customer satisfaction, and we regret any disappointment they may have encountered.

  The customer mentions the semi tractor trailer accessibility of another facility "********* Place" that is a block away, and while that location is semi tractor trailer accessible, the delivery destination provided by the customer is not. As the customer states, our driver arrived a day early to the delivery destination to be sure of semi tractor trailer access at the destination. A semi tractor trailer is around 70ft with the driving unit and cargo area. Our driver discovered that, at the delivery destination, the driveway is narrow and walled off on either side. Even for a much smaller 26ft box truck, this is still a challenge. There is also no option for street parking the semi tractor trailer. Our options to accommodate this are to provide a shuttle service (rental of a 26ft or smaller box truck to complete the delivery), or for the customer to change the delivery destination to a semi tractor trailer accessible location (like a storage unit close by). Both options, unfortunately, were refused by the customer. In the attempt to provide further customer service, a discount on the shuttle was offered, (bringing it down to cost), but that was also refused by the customer.
  
  We regret that the customer felt the need to escalate this matter to this extent. However, we trust this response provides clarity on the situation and our position regarding their concerns.

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23125709
  
  I am rejecting this response because:
  The company has plenty of time to assess the delivery options prior to actual day before delivery. Their responsibility is to pre assess and then submit an amended response. Secondly, they cannot assume that funds in cash are just readily available at their whim. People on fixed incomes may not have those funds readily available . i have had  the opportunity to review other customer comments about this company on your website and others  and there seems to be a common practice of bait and switch from this company. This occurs mainly to customers moving across state lines - as I have - which seem  opportunistic and predatory. I am not at all satisfied with their response.

   

  ss i revi
  Sincerely,
  
  Nadja Papillon

  

  Business Response

  Date: 03/31/2025

  To follow up with our last response, online maps and other methods can only show so much prior to delivery. With all moving companies, the driver has the final say as to what can and can't be done at delivery for the safety of the driver and the goods in the truck. As per the customers signed moving documents; accessorial fees such as "stairs, elevator, long carry, or shuttle services" may apply at pickup or delivery due to necessity. It was necessary for a shuttle at delivery, due to the driveway at delivery not being accessible by a semi tractor trailer, which the driver explained to the customer 24 hours prior to delivery. These possible accessorial fees are also mentioned to customers much earlier during their initial quote and must be agreed upon for services to be rendered. We hope this provides more clarity. Thank you for reaching out to us.

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23125709
  
  I am rejecting this response because:
  The information provided is incorrect. I spoke to the driver 24 hours before. He DID NOT inform me if the need for shuttle only that he would deliver between 2-4 pm. I would have preferred to hear from the driver as he would be more believable than the office team - who had lied about everything and who provided the documents in person at time of pick up with no chance or time for review. In any case ********* called me and told me that I would need to pay an extra $400 For the shuttle. I did inquire why the driver did not tell me she rudely responded: I am telling you 

  this same woman then sent me a text stating that my bill

  for delivery was now $1206.50 $100 more than previously stated. I questioned her and she said oh its a typo why are you so angry. 
  I dont believe a word that woman says and dont wish to have anymore interaction with her

   

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

  

  Business Response

  Date: 04/03/2025

  Good afternoon,
  
  Please see attached is the first estimate with online signature from Nadja. (Fees highlighted in yellow). I wanted to include the pickup paperwork as well, but I don't have it on hand right now. If further paperwork is needed please let me know.
  
  Best regards,
  ***** *.

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23125709
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:03/02/2025

  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.

  We hired 24/7 logistics on 2/11/25 to move our current home to our new home on 3/2. 24/7 logistics was given a excel spreadsheet of items that will be moved on 3/2. 24/7 gave us a bill of 1800 for the complete job, not an estimate. We issued a down payment amount of $470 on 2/12/25. On 3/1/25 (not even 24 hours before the move) 24/7 logistics called and stated that they were going to raise our bill to $4600! We refused to pay this absurd increase, which was told to us the day before the move. This left us in a very bad bind to find another mover within 24 hours, stressful to say the least.Weve filed a dispute with our credit card company and would like to report them so this doesnt happen to anyone else. Im assuming that this company does this often to innocent people like us its sad how companies like this take advantage of innocent people like us.Please help get our down payment back Thank you BBB

  

  Business Response

  Date: 03/03/2025

  First, we would like to apologize for any inconvenience the customer has endured. It is never our intention that any customers or potential customers will have a less than satisfying experience when working with us. All calls with 24/7 Logistic Services are recorded for guaranteed service and satisfaction. This complaint is regarding a move that was initially estimated for 67 pieces. Prior to any move, we provide a "quality assurance" call 3-5 days before the pickup to do one final inventory run down, so that all parties are prepared for the pickup. The customer was not available for the quality assurance call until 3/1, due to being out of state. On 3/1 the customer added 150 pieces to their inventory, bringing it from 67 total pieces to 217 total pieces. With this drastic increase in total pieces being moved, the cost of the move adjusted accordingly. We were ready and willing to accommodate these changes, but unfortunately the customer canceled ********************. We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

• Initial Complaint

  Date:02/14/2025

  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.

  We hired this moving company to move us from **********, ** to **********, **. I asked to purchase insurance but was talked out of it. It would have been an additional $6600 for this insurance. This company has an A rating on BBB and good reviews so we believed them. They arrived late afternoon with a too small of a truck. after wrapping our furniture they took only some of our boxes. They told me that they would return the next day to get the rest. They said they would put the items they were taking to put in a storage locker. All of this while one of the movers kept disappearing into the bathroom. All of This was not explained when we contracted with them. The next day they again arrived late in the afternoon. When they were finished they explained that we would receive 2 shipments. We left to go in our way even though it was late. A few days later the first shipment, our furniture arrived. After the movers left at 10:30 pm we noticed that they had broken the front foot of our triple dresser. When I called to report it the moving company said to wait until, everything was delivered and unpacked to file a claim. Four days later the rest of our things arrived late at night. The movers piled boxes to the ceiling in our den. Asked us to sign some papers and left very late. As we unpacked we realized that there was breakage of my husbands amateur radio equipment and lots of missing items. I called the offices of 24/7 to report the missing items. They said they would check the warehouse and would get back to me. They never did. I put in a claim but insurance only paid $.60 per pound for the bureau and 2 other items and paid NOTHING for the missing items. This is grossly unfair. Missing items should have been reimbursed. The grand sum insurance offered for our $4400 loss was $87.

  

  Business Response

  Date: 02/20/2025

  We sincerely apologize for any inconvenience the customer may have experienced. Our priority is always to ensure customer satisfaction, and we regret any disappointment they may have encountered.
  
  Regarding the customers assertion that they were dissuaded from purchasing insurance, it is important to clarify that moving carriers do not provide insurance. Instead, in accordance with federal regulations, carriers are required to offer two levels of liability coverage:
  
  -Full Value (Replacement) Protection Covers the full replacement value of an item or its repair, whichever is lower. This coverage is available at an additional cost.
  -60 Cents Per Pound Per Article This basic liability coverage is based solely on an items weight, regardless of its actual value, and is provided at no additional charge.

  As outlined in the Bill of Lading, the customer selected the 60 Cents Per Pound liability coverage, which was confirmed by their signature. Under this option, the carriers liability for loss or damage is strictly limited to 60 cents per pound per article and applies only if the loss or damage results from the carriers negligence or mishandling. This federally mandated coverage was provided at no cost and allowed the customer to secure lower moving rates. The customer had the option to select Full Value (Replacement) Protection but declined it, thereby waiving the additional coverage and its associated benefits.
  
  Regarding the reported pickup delay, our records confirm that the pickup was completed within the agreed timeframe specified in the original estimate (February 28, 2024 February 29, 2024).
  
  For the reported damages, the customer was directed to our claims service provider, ***, to submit a formal claim as required by law. Since only one claim may be filed per move, the customer was advised to submit the claim after all items had been delivered. The claim was received, processed in the order it was submitted, and compensation was offered based on the applicable liability coverage and in accordance with legal timeframes.
  
  According to our records, the claim was settled and paid on February 15, 2025. By accepting the settlement, the customer released the carrier from any further claims or disputes related to this shipment (Order No. FL3777736). Filing this complaint contradicts the terms of the signed agreement under which the customer accepted compensation and closed the claim.
  
  We regret that the customer felt the need to escalate this matter further. However, we trust this response provides clarity on the situation and our position regarding their concerns.
  
  On behalf of 24/7 Logistic Services LLC

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22943029
  
  I am rejecting this response because:
  Items that were lost should have been compensated for. Also broken items should have been repaired.
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:01/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Boxes smell like wet garbage!!!! My clothes were placed in the boxes with shoes placed on top of them so that they wrinkled really bad!!!! Also damaged my ceiling fan glass bowl!!!! They didnt unwrap all the boxes and said they needed to leave for another job!!! Terrible Service and charged me excessive price to go 25 miles from the original house $4,000 dollars

  Customer Answer

  Date: 01/28/2025

  Originally they were going to charge me $10,000 thinking I was going back to ******** from *******!!! I said that would be a last resort if my house was not approved!!! I always had planned to be in ******* even after my DIVORCE and the sale of my home at ******************************************************************************************************!!! I argued with the driver and told him I was going to give him $3700 dollars before he would even start packing my belonging!!! Im a 100% disabled Veteran and treated me very poorly!!! Thanks ???? for your time and help!!!!

  

  Business Response

  Date: 01/30/2025

  First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience. If there is still any challenges after all aspects of the move are addressed, we have a claims process for any and all of our customers that can be done after the move is completed. This claims group is a third party that can review the customers challenges from a neutral point and approach the situation considering all factors. This claims process was offered, and at this time is still available for the customer, but was declined. Also, pictures supporting these challenges the customer has faced have been requested, but are undelivered at this time.
  
  After interviewing all parties involved: pickup crew, storage staff, and delivery team all confirmed none of your items had any wetness of any kind. Everything was assembled and staged as requested at delivery, with no notation of any challenges by crew or customer at delivery. In the interviews the delivery crew mentioned how well everything went and how pleasant the customer was.
  
  In regards to clothing being packed, wardrobe boxes are designed to hang clothes to prevent them from wrinkling and potentially becoming damaged. One way customers can save money on a move is to remove the hanging bar from the wardrobe box and pack the box full of clothes to save on the amount of boxes being moved. At the end of the day, customers only pay for the amount of space utilized on the truck. The price of the move was a concern and packing wardrobe boxes saved the customer space, thus saving them on the total cost of the move.
  
  While discussing these challenges over the phone with the customer. The customer let us know that their biggest challenge was that their move was never going to the correct destination. We informed the customer that after reviewing many recorded calls between the customer and 24/7 representatives, customer signed and approved documents, and a final review with the customer (quality assurance) prior to pickup, the move was initiated, booked, and confirmed with the customer's approval as a long distance move from ******* to ******** multiple times. Customer states it was never their intention to move to ********, and at pickup it was a surprise to the customer. Our team went above and beyond to now completely change this move and accommodate the customer as fast as possible at the pickup location. Everything was handled amicably at pickup and the price of the move was drastically reduced from ~$10,000 to ~$4,000. We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.
  
  
  

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22866008
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:09/10/2024

  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.

  I hired this moving company to transport my household furnishings from ********** to the state of *****. I was initially given an estimate of $$5000. I was later told that I would receive a telephone call for a Q&A, which entailed an employee of the company doing a virtual tour of exactly what I had in the house so yes, I did have more items and was initially on the estimate however, it was extensive the price jump from $5000-$2500. I was a little taken back by that but I still agreed or actually I had no choice to continue because I didnt have the phone call until a couple of days which didnt give me a chance to do anything else later, I received a phone call from their dispatch stating that my inventory would be delivered between Wednesday and Saturday. A couple days after that I received another call from another party specifically from 24 seven telling me that my product has been shipped however they could only ship 90% of my household goods and they wanted me to pay them for 90% and the other 10% they would deliver later , I was totally livid because they went into my container and broke it down and took out. Some items did call me ahead of time. They didnt give me a choice at this point I dont know what theyre going to do with my items they offer a 30 day storage , and I asked him if they were store items until they received all the items and they told me that they couldnt do that. Im filing this complaint because I have never ever heard of a company breaking down your household items and then giving you some of your product and then some later .

  

  Business Response

  Date: 09/24/2024

  First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience.

  The customer provided the sales representative an inventory list consisting of 96 pieces to transport which was estimated to occupy approximately 866 cu ft of volume in the truck. It states in the Estimate that should the customer add additional items or require additional services which were not listed on the Estimate then the price will increase accordingly.
  
  Our ***************** (**) ***** calls our customers before the move to go over their move requirements and inventory to make sure there are no surprises for the customer and our crew on the day of the move. If we plan and reserve 866 cu ft of volume for the customer's items and they surprise us at the pickup with almost double the volume, we may not be able to accommodate all of their items which results in unhappy customers and frustrated movers. During the ** call the customer requested to move 192 pieces which increased the volume to 1240 cu ft now required to transport the items. They also ordered packing services ($156) for their items. Per federal regulations any additional items and services requested which were not included in the original estimate and may result in additional charges require that the movers provide a new binding estimate which automatically cancels any previous estimates. The customer was provided a new binding estimate during the ** call which included all requested additional services. The customer signed in agreement to the new estimate attesting that she understood that her additional items and services were what caused the increase in price. 
  
  Discount Provided: Per the signed Bill of Lading the customer was provided with a discount in the amount of $1,500 which was deducted from the total move charge.

  09/06/24 On Friday the customer was called to advise that the shipment would be loaded on the truck soon.  Expected delivery was by the end of the week.  
  
  09/09/24 Monday- the customer was called again to advise that the entire shipment could not fit on the truck for the route. Delivery would be a split shipment with the remainder to be delivered at a later time on the next available truck going to ******, *** Estimated 90/10 split. The estimated amount due at delivery of the first truck $3,286.83 and the estimated final amount due at delivery of the second truck was $227.42. The customer was upset and disconnected the call.  
  
  While we apologize for the inconvenience regarding the split delivery, this was a situation beyond our control.  We wanted to deliver as much as possible to the customer instead of making them wait longer for their entire shipment to be delivered as a whole. 

  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22268643
  
  I am rejecting this response because: The salesperson, ****** ******* walked me through the items, and it was at that time 96 items I provided was for the Funiture. He did suggest 20 boxes would be the average amount for the boxes. I contacted 24/7 after I started packing to inform them, I had close to 70 boxes and also to extend the moving date out until August 29, 2024. That's really here nor there because we did an actual video walk through for every room. In fact, it was at that time I informed 24/7 of the items I would be omitting from the order, such as my refrigerator, stove, twin box spring and mattress. In addition to my omitting items, the movers informed me that the * & A person did not accommodate for some of my belongings. However, my price did not decrease; it increased by $2,499.00. That was the 2nd price increase. I received yet a 3rd increases once the movers came on moving day. On or around 9/12/2024, the dispatcher called to tell me they had 90% of my items and they wanted over $2,000.00 for those items and they would call me later with a day to deliver the other 10% of my items! I ask them to explain how my items got separated in order to get only a few. I reminded them of the fact I was told the company provided a 30-day free storage service to customers. I ask if they would store my items until they received the rest of my items. I was told it could not be done because my items were already in route. I questioned why they did not wait until they had room to ship everything at the same time and why I was informed about the process.  Everything I ask, they told me "You can't" Finally I requested they stop texting me and email me with all of the changes in processes and pricing. Plus, I have not gotten to the part of the items that are missing!!!

  I have additional information I would like to provide. I do not want this claim to expire, so I will submit this portion for now. I have additional estimates to provide for the same job. It just indicates exactly how many different times they went up on the price from the time my items left my house in **********, ********** until the time it reached *****. My balance was suppose to be$2,222.76. However, they wanted $3,000.00 upon delivery. 

  Also, I want to upload the terms and conditions if you have a claim for "MISSING" items. 

   

  MISSING ITEMS

  1) Turbo leaf blower

  2) Leaf Edger

  3) Chainsaw

  4) 40ft aluminum ladder

  5) Canon Printer

   

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

• Initial Complaint

  Date:08/22/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This happened on August *******. They were a moving service who charged me extra fees, resulting in an added cost of $1500, without informing me first, refused to work with me when I was trying to explain that the shuttle charge was not necessary. All of my boxes were damaged. Many of my glass items were broken even though I had bubble wrapped them and padded the boxes with bed linens. The load was picked up on August 2nd by 2 men in a Penske truck, which did not align with what I was told about the company owning all of their trucks. I was treated in a sexist manner by ***, ****, ****, and the man who dropped my belongings off. The man who dropped them off was accusing me of being an emotional woman.

  

  Business Response

  Date: 08/29/2024

  We would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience. All of our calls are recorded to ensure we are providing the correct information and proper assistance. All of our deliveries are done on a tractor trailer semi-trucks (70ft +). A shuttle service is required when the delivery does not have tractor trailer semi-truck access. The shuttle service was deemed necessary by our driver due to the city streets, the area having no clearance for trucks, and no adequate street access without blocking roads. To give a little more perspective, there was worry from the team that even the shuttle (26ft box truck) would not be able to reach the delivery address without a long carry.
  
  For any and all damages or challenges with a move, we have a claims process with CSIpros that will happily take care of all of the customers' needs. In reference to the Penske truck, all of our 24/7 Logistic Services trucks are constantly in motion all over *****************. We have national accounts with ***** and ****** to ensure we have additional trucks ready to meet the demands of the industry. This is crucial for carriers like 24/7 Logistic Services during moving season.
  
  We are terribly sorry if any communication with anyone at 24/7 Logistic Services was less than satisfactory. As the same with all complaints, we take this topic very seriously and have listened to all of the calls. We understand that a nickname/term of endearment can be taken as unprofessional and we apologize for that taking place. We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

  Customer Answer

  Date: 08/30/2024

   
  Complaint: 22178957
  
  I am rejecting this response because: I have followed the claims process that has been stated, but given the businesss previous interactions with me, I do not wish to close this complaint until the claims process is complete. I also disagree with the statement about the 70+ foot truck. My building has a provision for a truck to pull into a semi truck friendly alley which has an exit thought the back and allows access to the loading dock. Regardless of the shuttle service, the comment regarding the long carry was left unaddressed and I was not satisfied with the response to the way I was treated by the driver and ****. As I mentioned before, I measured the steps it would take to get from the back of the truck to my apartment door and there was no way it was over ******************************************************************* calling me an emotional woman and threatening to leave when I asked him to count the number of feet with me. Im shocked that 24/7 Logistics thinks this is appropriate behavior.

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

• Initial Complaint

  Date:08/19/2024

  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.

  Filed claim 5 months ago for damage to transported goods during our last move. Have tried to call for status and no answer. Today 8/19/2024, called number and number not *********** Just need to know when claim to be settled.

  

  Business Response

  Date: 08/19/2024

  We would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience. After contacting CSI, we have found that the customer opened an account with CSI 4/9/2024, but has yet to submit a claim. I requested CSI to reach out to the customer today 8/19/2024 to assist with the process. Both our call line and CSI's phone number are in service and working as intended. If the customer requires any additional assistance please reach out to 24/7 Logistic Services. We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22162656
  
  I am rejecting this response because:
  I did file a claim via telephone due to the fact that my computer broke during our move. I did forward additional photos via text message as requested. The driver originally sent photos in via his tablet he had.  I was not instructed how to further file any claim without computer access. 
  Sincerely,
  
  *************************