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:06/20/2023

  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.

  Estimated quote was on cubic feet for move. Specifics such as pictures and verbal confirmation such as 6 ft couches- which rep ***** cubic size as HALF what they were now that I had them properly measured Approximately 60% was underestimated in order to beat my other quote. When QA called to do video walkthrough- which clearly should have been done in first place and finding out 72 hours before move it will cost much much more. Bait and Switch

  

  Business Response

  Date: 07/12/2023

  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.

  A Binding estimate is an estimate which is binding on both the customers and the carriers whether based on cubic feet or weight. Both the customer and the carrier agree that for the services described in the estimate, the charges will be as disclosed. Binding estimates if based on weight do not require a weight ticket and will not change according to the weight of the shipment regardless of the result of the weighing. The only way to change a binding estimate is to write a revised binding estimate that automatically cancels out any previously given binding estimate. For example, if the original service order changes and more items and / or more services are requested to be shipped or performed by the movers, then a new Revised Binding Estimate must be issued to include the new charges resulting from the added items and services. The revising of an estimate must be due to a change of order which results in a change of charges. 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 revised binding estimate which automatically cancels any previous estimates. The customer was provided a revised binding estimate which included all requested additional services prior to the loading of their goods to which their electronic signature attests.

  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:06/16/2023

  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.

  They went up on my price 2 days before the move and then again when the movers came almost $2000 more than my original quote. Then I have damaged and missing items and the customer service lady or the sales guy dont want to give you the information for the insurance claim

• Initial Complaint

  Date:06/06/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This moving company added additional fees and hidden charges every step of the process. There was an initial intense assessment of all my items. Then a second assessment. Then when they arrived a third. Each time $1,500 - $3,000 was added. Despite using video to access the inventory and all aspects of my home, they upcharged for steps (At the initial assessment I paid the additional fee for an extra flight of stairs but because my stairs have 15 steps instead of 14, which was discussed with the sales rep during the initial assessment, they charged me an additional $75- so $150 for 15 steps). They charged me for tape and shrink wrap, despite me paying the additional fees for pictures, mirrors, mattress and other furniture. I paid $500 for packing materials. Why was tape and shrink wrap not included or ever mentioned that this was an additional charge. The cubic feet I would need increased every call, I never added items and they saw the items via video. I was told storage was $399/month, at pick up I was told it would be over $600. When I questioned all these additional charges and why they were not told to me on the previous assessments and estimates, the movers would only say "then cancel" "Now I am not in the mood to move you" and "we could discuss this but then I wouldn't have time to move you". It is a scam. My house was sold, the new owners were taking possession, I had no other options. They prey on the fact that you can not find another mover in such short notice. They prey on women. They rush all the paperwork so you can't read it and tell you if you don't sign the price will go up and they may not have time to move you. They have you hostage. It's dishonest and a total scam.

  

  Business Response

  Date: 06/21/2023

  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 106 pieces to transport which was estimated to occupy approximately 799 cf. (**** lbs). 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.
  
  Upon arrival to the origin the customer added 114 pieces which increased the volume to **** cf. They also ordered additional services 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 revised binding estimate which automatically cancels any previous estimates. The customer was provided a revised binding estimate which included all requested additional services prior to the loading of their additional goods to which their signature attests. The customer instructed the movers to pack and load everything and that they would be responsible for payment for all services rendered.
  
  Discount Provided: Per the signed Bill of Lading the customer was provided with a discount in the amount of $1000 which was deducted from the total move charge.

  All customers are instructed in advance that all items are to be disassembled and packed for safe transportation. If items are left loose and are not properly packed, the carrier will either refuse the acceptance of such items for shipping or offer packing services for additional charge. Our estimate clearly states that no packing materials and labor are included unless it is specifically requested and is included for a specific charge on the estimate. The only thing that is included is the blanket wrapping of furniture for free.

  A Stairs charge applies when the walk up from ground floor to the residence door is more than one flight of stairs or 7 steps. This charge is applicable per our operating tariff and is meant to cover for the cost of the extra labor associated with having to carry the goods upstairs resulting in excessive number of hours required to complete the delivery or pick up of goods.

  We regret the customer had to sustain such unacceptable behavior of our ******* and/or crew. Our company policy provides for disciplinary action when such a complaint is received by a customer. The matter has been addressed by management. We thank you for bringing the matter to our attention as it helps our quality control department avoid such future complaints.

  Per federal and state regulations carriers must not pay any claims voluntarily unless filed in writing within the time limits allowed by law and after filing requirements have been met. Therefore, we must refer all our customers to file a claim with our 3rd party claims company CSI so that it can be reviewed and addressed in a timely manner. We have contacted CSI and requested that initiate a claim file to allow the customer to file a claim as required by the law. On 06/21/2023 the customer was registered in their system and emailed the login credentials and information required to properly file a claim. The claim login information sent to the customer allows filing a claim for loss, damage, delay, overcharge, and complaint. All the above can and must be compensated through the claims process as required by federal regulations.

  For further assistance with filing claims the customer may contact CSI directly at ************ or via email at ******************* Please provide Claim ID ******** when contacting CSI.

• Initial Complaint

  Date:05/23/2023

  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.

  24/7 Logistics Services was contracted to relocated contents of houase from *********** to **********. Large Antique Glass Mirror that measures was not packed properly even though packing materials were purchased from mover and mover guaranteed packing. Driver took pictures of damaged items. Mover's were 4 hours late, did not estimate resources corrected and sent two men to move the entire contents. They had to come back the next day to finish. This delayed our exit and travel. CSI claims services is uselss.Requesting compensation to repair broken mirror.

  

  Business Response

  Date: 06/07/2023

  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.

  We offer customers the free of charge coverage of $0.60 per lb. per article as required per federal regulations. Any additional coverage is not free of charge and must be paid for. The office was not contacted by the customer at time of pickup to discuss the fact that the driver is not allowing the customer to choose a Full Value Protection. If the customer would have contacted the office at time of pickup or even during the time between the pickup and the delivery which took 156 business days, we could have made the changes to the Bill of Lading governing their move. Most customers do choose the $0.60 per lb. per article as it is free of charge and helps keeping the move costs lower.

  We require that customers are available an entire day for the arrival of the truck as its time of arrival is dependent on many elements such as road, weather and mechanical conditions which are beyond our control. The shipment was delivered on 12/18/2022 in (Valencia/CA).

  Per the terms and conditions signed by the customer prior to filing their claim on our website or through our office, the customer signed in agreement that they read, understood, and agreed to not hold CSI liable in any way for the results of their claim, for the compensation of their claim, for the loss, damage, delay, overcharge, grievance or any other matter related directly or indirectly to their move or the claim filed against their carrier for their move. The handling and receipt of any claims in our office or online is contingent upon the acceptance in writing (electronically or by hand) of the terms of our service.

  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: 06/11/2023

   
  Complaint: 20097248
  
  I am rejecting this response because:

   24/7 Logistics did not fulfill their obligation in packing a fragile antique mirror. Packing materials were purchased from 24x7 which they did not use. This and the negligent action by the movers resulted in the damages. I am requesting that 24x7 compensate me for cost to repair the mirror in the amount of $904.10. The etching in the mirror could not be reproduced due to the age and specialized craftsmanship however a solution could be provided by the ************ (see attached).  I will continue to post reviews of this unfortunate incident until this matter is resolved to my satisfaction. 

   In addition, they coordinated the relocation of two vehicles through a their vendor. The day of pickup the transport company raised the price by $1400.00. A deceptive business practice to say the lease. None of this seems to be regulated.

   

  Sincerely,
  
  P Lo

  

  Business Response

  Date: 06/21/2023

  We would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.

  Per federal and state regulations carriers must not pay any claims voluntarily unless filed in writing within the time limits allowed by law and after filing requirements have been met. Therefore, we must refer all our customers to file a claim with our 3rd party claims company CSI so that it can be reviewed and addressed in a timely manner. We have contacted CSI and requested that initiate a claim file to allow the customer to file a claim as required by the law. On 01/04/2023 the customer was registered in their system and emailed the login credentials and information required to properly file a claim.

  Per federal regulations, the carrier must offer two levels of liability. IT IS NOT INSURANCE. The Full Value (Replacement) Protection covers for the full replacement of an article or the repairs of it, whichever is lower. The 60 Cents option is the basic liability coverage which is based on the weight of an article (regardless of its value) and is provided free of charge. Full Value Protection is a valuation option offerred by the movers for a charge and is not free. The customer must declare the value of the ir shipment and select a deductible option as these two affect the cost of the coverage. The estimate includes the cost of the Full Value option. We offer customers the free of charge coverage of $**** per lb. per article as required per federal regulations. Any additional coverage is not free of charge and must be paid for. The office was not contacted by the customer at time of pickup to discuss the fact that the driver is not allowing the customer to choose a Full Value Protection. If the customer would have contacted the office at time of pickup or even during the time between the pickup and the delivery, we could have made the changes to the Bill of Lading governing their move. Most customers do choose the $**** per lb. per article as it is free of charge and helps keeping the move costs lower

  The proper review of a claim requires that all key material be provided for a just resolution to be offered. However, the collection of such material can become lengthy due to reasons beyond our control such as: pictures supporting claims, move documentation, crew statements, inspection reports etc. All claims are treated to be equally important and therefore handled in the order they are received. We appreciate your patience and cooperation. The claim was received, analyzed and compensation was offered based on our legal liability and within the time frame allowed by law. The customer was offered a Final settlement for $30.00 based on our legal liability of **** cents per pound per article. For further assistance with filing claims you may contact CSI directly at ************ or online at ******************

  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: 06/27/2023

   
  Complaint: 20097248
  
  I am rejecting this response because I previously submitted the invoice to CSI for the repair of the mirror. I will however re-submit. This issue will not be closed until reimbursement is obtained. 
  
  Sincerely,
  
  *************

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20097248
  
  I am rejecting this response because:

   

  see attached copy of mirror invoice.
  
  Sincerely,
  
  *************

  

  Business Response

  Date: 07/12/2023

  We would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.

  Per federal regulations, the carrier must offer two levels of liability. IT IS NOT INSURANCE. The Full Value (Replacement) Protection covers for the full replacement of an article or the repairs of it, whichever is lower. The 60 Cents option is the basic liability coverage which is based on the weight of an article (regardless of its value) and is provided free of charge. Full Value Protection is a valuation option offerred by the movers for a charge and is not free. The customer must declare the value of their shipment and select a deductible option as these two affect the cost of the coverage. The estimate includes the cost of the Full Value option. We offer customers the free of charge coverage of $**** per lb. per article as required per federal regulations. Any additional coverage is not free of charge and must be paid for. The office was not contacted by the customer at time of pickup to discuss the fact that the driver is not allowing the customer to choose a Full Value Protection. If the customer would have contacted the office at time of pickup or even during the time between the pickup and the delivery, we could have made the changes to the Bill of Lading governing their move. Most customers do choose the $**** per lb. per article as it is free of charge and helps keeping the move costs lower. The customer had chosen the **** cents per pound per article to which his signature attests.

  The customer was referred to our claims service provider CSI to file a proper claim as required by the law. The customer was sent login information on 01/04/2023 to file a claim online. The claim was received, analyzed and compensation was offered based on our legal liability and within the time frame allowed by law. The customer was offered a Final settlement for $30.00 based on our legal liability of **** cents per pound per article. For further assistance with filing claims you may contact CSI directly at ************ or online at ******************

  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: 07/12/2023

   
  Complaint: 20097248
  
  I am rejecting this response because 24/7 Logistics was negligent by not using the appropriate and recommended packing material I purchased from them. In addition, care was not taken in moving the mirror resulting in the damage. The delivery truck driver documented the damage when unpacking. I am requesting reimbursement for the repair of the mirror in the amount of $904.10. I will continue to post negative reviews of 24/7 Logistics on all social media and websites until I am reimbursed.

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

• Initial Complaint

  Date:04/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have supporting email and text communications as well. Lack of repair or replacement of damaged items.

  

  Business Response

  Date: 05/17/2023

  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.

  We offer customers the free of charge coverage of $**** per lb. per article as required per federal regulations. Any additional coverage is not free of charge and must be paid for. Full Value Protection is a valuation option offerred by the movers for a charge and is not free. The customer must declare the value of their shipment and select a deductible option as these two affect the cost of the coverage. The estimate includes the cost of the Full Value option. Most customers do choose the $**** per lb. per article as it is free of charge and helps keeping the move costs lower

  Per federal and state regulations carriers must not pay any claims voluntarily unless filed in writing within the time limits allowed by law and after filing requirements have been met. Therefore, we must refer all our customers to file a claim with our 3rd party claims company CSI so that it can be reviewed and addressed in a timely manner. We have contacted CSI and requested that initiate a claim file to allow the customer to file a claim as required by the law. On 10/24/2022 the customer was registered in their system and emailed the login credentials and information required to properly file a claim. The claim was processed and analyzed under the legal liability of **** cents per pound per article, the customer was offered a Settlement offer for $12.00 on 02/10/2023, only offering compensation for 1 damaged item since the customer provided photos not sufficient enough to show actual damage but rather the misalignment or mistuning of the article's which occurs in the normal course of the shipment.

  The customer was referred to our claims service provider CSI to file a proper dispute and provide additional information for her claim. The customer's claim got reopened on 05/17/2023 for the customer to file her dispute. Once the information is received it will be analyzed in the order it was received and compensation will be offered based on our legal liability of **** cents per pound per article and within the time frame allowed by law.

  For further assistance with filing claims the customer may contact CSI directly at ************ or via email at ******************* Please provide Claim ID ******** when contacting CSI.

• Initial Complaint

  Date:02/04/2023

  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.

  The company I am with moved headquarters from ************* to ****** in January of 2023. We used 24/7 Logistics to help us with our move because their quote was the most reasonable and because of assurances that we would figure something out regarding me only having access to my company credit card and not my company bank accounts.Essentially everything was fine for the initial sales call with ******* - he assured me on a recorded line that we could work something out regarding payment. I was assured again when the ** call happened to determine how many trucks and people would be needed for our move.Then, when it came time for delivery, I was told there was no flexibility for using my company card. In fact, I was able to figure out how to wire money for a delivery. Then the day of delivery there was an unexpected shuttle cost. I ended up having to use $3400 of my own money (that I did not have) to make sure my stuff would be delivered. I asked what would happen if I couldnt pay today and was told it would be put back into storage. I really dont think you want that to happen. There were false assurances and surprise charges across the entire experience. The original quote was for $13000 and it cost me roughly $27000. Id like the ******************** to request the recorded phone calls.

  

  Business Response

  Date: 02/15/2023

  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.

  Our Original Estimate lists what services are included and what services (if necessary) are provided for additional charges. The customer supplied us an inventory list  which were estimated to take approximately (**** cf) ***** lbs. At origin, the customer requested to ship ***** cf). This resulted in INCREASE the number that they divulged to our estimator.

  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 revised binding estimate which automatically cancels any previous estimates. The customer was provided a revised binding estimate which included all requested additional services prior to the loading of their goods to which their signature attests.

  A shuttle service is required when a tractor trailer is unable to access the residence at origin or destination allowing the completion of the pick up or delivery of the shipment. A shuttle fee will be charged in addition to the cost of the move.

  The customer was referred to our claims service provider CSI to file a proper claim as required by the law. The customer was sent login information on 02/15/2023 to file a claim online. Once the claim is received it will be analyzed in the order it was received and compensation will be offered based on our legal liability and within the time frame allowed by law.

  For further assistance with filing claims the customer may contact CSI directly at ************ or via email at ******************* Please provide Claim ID 609- 2974 when contacting CSI.

  Customer Answer

  Date: 02/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  I will never use the services of this company again and will recommend others avoid them, as well, but frankly, Id like to be through with them.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In mid December I requested a quote on moving my household goods from ******* to *******. I receved a quote from 24/7 from a well spoken, very friendly person by the name of *****. His sales pitch was good... In January when I was ready I called them back. They quoted me $4797.50 for the move. I felt this was fair, so I made arrangements for them to pick up the furniture, and made a deposit of $1199.38.They were scheduled to pick up the furniture on January 9. On January 7 they called and wanted to pick up the furniture on January 8, so I made arrangements.When the movers arrived they said there was more there than was quoted for, so they wanted to adjust the price. They were willing to load the things and haul them to *******, but the price would be different. I felt uncomfortable with this idea, so asked for the new amount. They said $8494.37. When I asked what the extra charges were for, they sent pictures of things, like a calendar hanging on the wall, etc. ********* said the chairs were oversized, etc. At that point I said lets call the whole thing off. ********* became quite hostile and threatened to withhold the deposit. I called the driver and advised him to leave. The driver agreed, and left. At that point I looked at their complaint history with BBB, and it is quite apparent this company does this on a regular basis. My bad for not looking them up FIRST. I honestly feel the public should be aware of what this company is doing. Later, speaking with *********, she was threatening to keep my deposit. There was much interact

  

  Business Response

  Date: 01/11/2023

  We would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.

  Our sales representative are trained professionals who spend relentless hours to attempt to collect the necessary information from the customers so that they can not only offer an estimate that fits the customers budget, but also communicate their needs to dispatch office. Dispatch will attempt to prepare the routes to accommodate all shipments and their owners special needs. Unfortunately, we are dependent on the information provided by the customers and their ability to best describe their shipments, schedules, geographic conditions and budgets. This requires accuracy on both parties, customers and service providers.

  The customer provided the sales representative an inventory list consisting of 51 pieces to transport which was estimated to occupy approximately 676 cu ft of volume inside the truck. It clearly 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. The customer signed the Estimate in agreement to these terms. 
  
  Upon arrival to the origin the customer added many pieces which increased the volume substantially. They had a closet full of items that they had omitted for their initial quote, items still hanging on the walls, additional large exercise equipment, lamps and other items unpacked which needed packing. In addition, some of the customer's items were larger than the normal, standard sizes, which of course, occupies more volume as well.  These are the reasons that the order for the move and the price increased unexpectedly - both for the customer and for us. 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 quote for how much the increase in the cost would be and refused to sign any documentation agreeing to the changes.  They did have the choice to have our crew move only enough items to occupy the original 676 cu ft of volume reserved, but they CHOSE to cancel the move. 

  Per the cancellation policy, as it appears on our estimate before and after booking the move, to which the customer has agreed and signed, the customer must notify us a minimum of 7 business days ahead of the move date for a partial refund. It details it very clearly that if the customer cancels after the arrival of the movers to the origin then the deposit will not be refunded. If the customer fails to notify us according to the cancellation policy, our agreement clearly states that they may forfeit the deposit. Since the customer has failed to notify us of any changes to their schedule or that they wish to cancel the services, we must maintain our position in this matter.

   

  As per our applicable tariff and the terms and conditions on the governing bill of lading, all services rendered up to the point of cancellation of services must be paid for in full and will be deducted directly from the deposit paid by the customer. Since the service was canceled due to a change of order made by the customer and resulting in additional charges after the truck and crew were already dispatched to the pickup location, tolls and gas has been paid for; the van and crew have already spent time at the customer.

  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: 04/19/2023

   
  Complaint: 18719234
  
  I am rejecting this response because:

   

  In response I would like to say 24/7 Logistics provided me with a quote over the phone. I accepted that quote, and they required a deposit immediately. Sorry to say I did not do my due diligence, and check their history with BBB. When they arrived to pick up my furniture, they almost doubled the ************* is a busy time, since I had numerous other quotes around the same price, I decided to cancel the order. The reason I went with 24/7 was the person on the other end seemed so sincere and honest. It appears, since reading the numerous other complaints, that this is a finely tuned Con game to bait and switch. 

  
  

  When people contract to move, it is a very busy time indeed. To angle of getting their foot in the door with a low price, just to markedly increase the price at the last minute has to be fraud. Their cleverly written contract enables them to bait and switch the public. Their record shows they are doing this repeatedly with impunity. 

  
  

  They have a captive market, all I can say is buyer beware. ******* is full of elderly, disabled people they are taking advantage of over and over. A cursory review of their recent complaints tells the entire story. 

  
  

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

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

• Initial Complaint

  Date:12/12/2022

  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.

  Date of Transaction: 9/8/21 Paid: $24,630.00 Business Committed: To move household goods from ******* to ******* Nature of Dispute: Charges for services that were not supplied Business Resolution: It took time to list everything in a claim, and took months for the business to respond/and their claim service after the dispute.S/O: #IL3669740 with 24/7 Logistics Services I don't want an apology for services unrendered, I'd like a refund. The fact is I paid for services I didn't receive should be a no brainer. And, I even called 24/7 in the middle of my move and spoke to them about what was happening....but, I was told they were sorry and to document to their insurance service, CSI. It seems most people have had the same experience with 24/7 as myself. Unfortunately, I had to call the local police department due to their Craigs List hires. I did have lots of breakage due to unprofessional packing and the unprofessional handling of my items. I'm sorry 24/7 feels it necessary to lie to customers about their contracted untrained help which were supposed to be employees. It's a shame you do not stand behind what is said on your website. I think the BBB should reduce 24/7's rating or advise against using them at all. There doesn't seem to be any resolution offered by 24/7 ever...just an apology and reference of what they are liable for as an explanation. So they pulled one over on yet another customer. I've heard horror stories from many people moving lately, but 24/7 Logistic Services are by far the worst. Major disappointment, ****** learned, I'm sure the social media platforms will love this story. Beware of this company, they don't understand the meaning of the word professional.

  

  Business Response

  Date: 12/14/2022

  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.
  
  We offer customers the free of charge coverage of $0.60 per lb. per article as required per federal regulations. Any additional coverage is not free of charge and must be paid for. The office was not contacted by the customer at time of pickup to discuss the fact that the driver is not allowing the customer to choose a Full Value Protection. If the customer would have contacted the office at time of pickup or even during the time between the pickup and the delivery which took 16 business days, we could have made the changes to the Bill of Lading governing their move. Most customers do choose the $0.60 per lb. per article as it is free of charge and helps keeping the move costs lower.
  
  We regret the customer had to sustain such unacceptable behavior of our ******* and/or crew. Our company policy provides for disciplinary action when such a complaint is received by a customer. The matter has been addressed by management. We thank you for bringing the matter to our attention as it helps our quality control department avoid such future complaints.
  
  The customer was referred to our claims service provider CSI to file a proper claim as required by the law. The customer was sent login information on 03/09/2022 to file a claim online. The claim was received and analyzed in the order it was received and compensation was offered based on our legal liability of 60 cents per pound per article and within the time frame allowed by law. The customer signed a release form agreeing to complete satistaction and discharging 24/7 Logistics Services LLC and its agents from any and all future claims, lawsuits, complaints of whatsoever nature. This release particularly refers to the transportation of Household Goods. 
  
  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:11/22/2022

  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.

  The business is charging me $4,000 more than the agreed upon price because of factors they refused to bring up. They knew my address for weeks, and are now attempting to charge a shuttle fee for my items because of my street not being a "through" street. A day before arrival. They consolidated my load without advising me that they would do this, allowed my deposit before even providing the contract explaining this. They charged for more space, even though the space of my unit was advised and agreed to. They delayed my delivery because they loaded on an 18 wheel truck versus taking it in the truck they picked up my load in. They did not disclose this change of truck, and unloading/reloading my items to me at the time of discussion and signing/deposit.

  

  Business Response

  Date: 12/07/2022

  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 Bill of Lading is the contract between the carrier and the customer. It lists the information of the shipper (customer), the breakdown of charges for the move, the dates of the move, coverage for loss or damage should any occur, and the summary of the terms & conditions applied to the mov per federal regulations and the carriers (movers) applicable tariff. There was no additional cubic feet, and the entire breakdown of the customer payment was given to them with their signed Bill of Lading.
  A shuttle service is required when a tractor trailer is unable to access the residence at origin or destination allowing the completion of the pick up or delivery of the shipment. A shuttle fee will be charged in addition to the cost of the move. 
  A Binding estimate is an estimate which is binding on both the customers and the carriers whether based on cubic feet or weight. Both the customer and the carrier agree that for the services described in the estimate, the charges will be as disclosed.
  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: 12/08/2022

   
  Complaint: 18452935
  
  I am rejecting this response because:

  The bill of lading was forced upon me to "keep the process moving" without the time given needed for me to read it all. Additionally, the agreed upon cubic feet was supposed to be based on a storage unit of 10x25 feet at 90% capacity. Due to their lack calculations on a simple shape, they underestimated the size and had to charge me more. The storage, timing, and extra expenses for needing to schedule a shuttle service was never discussed in order to obtain my business. Only hidden in the terms after my products were in their possession, and therefore leaving me unable to seek a cheaper option. Any explanations given are not an excuse for these unfair business practices. 

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

  

  Business Response

  Date: 12/12/2022

  We would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.
  The movers should not demand a signature at the time of delivery before unloading the shipment. They should only collect the payment for services and allow the customer to check the inventories and notate the condition of items when received. If movers demand signatures at time of delivery before the unloading of the shipment from the truck, the customer should document that fact while signing and must report it immediately to the company even if by leaving a message after hours. Such matters are handled by management directly with the crew. Thank you for reporting the incident as it allows us to better our quality control.
  Our Original Estimate lists what services are included and what services (if necessary) are provided for additional charges. The customer supplied us an inventory list consisting of 22 Items/276 pieces to ship which were estimated to take approximately **** cf. (***** lbs) At origin, the customer requested to ship **** cf. ****** lbs). There was no increase for the cubic feet as claimed by the customer. However there were additional charges such as packing, materials and labor also for long carry and shuttle services.
  A shuttle service is required when a tractor trailer is unable to access the residence at origin or destination allowing the completion of the pick up or delivery of the shipment. A shuttle fee will be charged in addition to the cost of the move.
  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:10/28/2022

  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.

  I recently moved out of state and I hired 24/7 Logistic Services to move my stuff to my new house. When I talked to the person on the phone he gave me the price of how much it would be, but once the movers came all of a sudden there where more charges they needed to charge me, when I specifically stated I just wanted on 26' moving truck filled up, but when the movers came all of a sudden then stated they needed to bring another truck because it was to much work to load everything up into one truck and than they had to charge me packing because as they stated space mattered so they had to charge extra for that. They knew I was in a bind as I needed to move that day, so I had to go ahead with their extra charges. My problem is that they lost some of my boxes and broke some of my items. My dresser that they wrapped up was broken when I unwrapped it and I am missing any boxes and they wont do anything about it. They have you file a claim through their insurance but now they are denying my claim stating that I signed upon delivery service stating everything was delivered when I told them I wasn't sure everything was here when they unloaded the truck. Which was just one truck when they delivered my items instead of the two trucks they had to have upon loading my items. I want a partial refund. They swindled more money out of me I didn't have, lost my stuff and broke others not to mention when I got my stuff back it had rat f**** on the boxes from where they had it stored. They are refusing to compensate me. I would like a refund my items they lost and broke and a refund on the extra charges. I have had a horrible experience with them. Their movers hardly did anything, took breaks often and where lazy and now the company is trying to get out compensating me, even to have them review my case has taken them almost 3 months to look at and now deny, stating it's not their problem. I'm tired of if I want my money back! I would like to get back at least $4,600.00

  

  Business Response

  Date: 11/02/2022

  We would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.
  
  Our crew is not in a position to assume all items are to be moved, especially if the list on the estimate they have in hand is substantially different. They will start off by loading the items they were able to identify from their list unless they were informed by the customer that they have a change of order and will need more items to be loaded. At that point, the movers will cease loading and will issue a revised estimate to include the additional items now required to be moved.
  
  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 revised binding estimate which automatically cancels any previous estimates. The customer was provided a revised binding estimate which included all requested additional services prior to the loading of their goods to which their signature attests.
  
  If customers DO NOT accept the new charges they have the following 3 options: Cancel the move the customers can decide to cancel the move and no additional charges will be imposed other than to pay for the services already rendered. Keep Original Estimate customers can decide to only ship the original items list (or the equivalent weight / space) and utilize the services originally ordered for no additional charge. Accept the Revised Estimate customers can accept the newly revised estimate listing the additional items and services now requested and complete the move.
  
  We understand that the delivery time can be very stressful and chaotic. However, when the movers are ******* to bring furniture and boxes into the residence, they still need the customer to sign the documents which are when the control is given back to the customer. At that point, the customer can require the movers to help identify items by their stickers, and count the boxes. It may not be the easiest task to complete notating all damaged items and that is why the customer has 9 months to file a claim, but that does give the customer the opportunity to check main items and count items to verify the quantity and notate missing items. Damages can later be documented by supporting pictures. At all times, if the mover refuses to allow the surveying of the items at delivery their behavior must be immediately reported to the main office even if by leaving a message after hours.
  
  Per the Bill of Lading governing the customer's move, the customer chose to release their goods to the carrier under the limited liability coverage of 60 cents per lb. per article. Under this choice of coverage, the carrier`s legal liability for loss or damage is limited to 60 cents per lb. per article and will only apply when the loss or damage claim is determined to be due to the carrier`s negligence or mishandling of the customer's goods. This coverage was provided to the customer free of charge as required by federal regulations and allowed them to enjoy lower rates for their move. The customer had the opportunity to select the Full Value (Replacement) Protection at an additional cost but elected to decline the additional coverage and costs related to it.
  
  The customer was referred to our claims service provider CSI to file a proper claim as required by the law. The customer was sent login information on 08/19/2022 to file a claim online. The claim was received and analyzed in the order it was received and compensation was offered based on our legal liability of 60 cents per pound and within the time frame allowed by law. For further assistance with filing claims you may contact CSI directly at ************ or online at ******************

  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: 11/02/2022

   
  Complaint: 18328348
  
  I am rejecting this response because: They never explained anything regarding additional charges that *** occur upon pick up and delivery. When I called to set up pick up, the rep I talked to even stated they don't charge extra when they come pick up that what is stated on the estimate is what I would be paying. I specifically stated I wanted to fill up a 26' moving truck and made sure they added the extra poundage on the estimate to make sure, instead I got extra charges that the mover stated I had to take or they could leave, and I needed to be out of the house that day. So they forced me to take the additional charges. Not to mention they stated they had to charge extra for the boxes THEY needed to use taking my stuff out and putting it into their boxes stating that they had to because of space using larger boxes and charging me more. As to my broken items, that did occur because of their movers because it was fine before it left as I had just emptied my clothes out that morning but when I got my dresser back after I unwrapped my dresser that they had wrapped and moved the drawers where broken and its not the track they are broken I have to get a new dresser! as for the coverage the mover when I signed for the pickup of my items stated that the full coverage wasn't an option! As for the drop off of my items they driver didn't want to wait around for me to "count" my boxes to make sure all was there. I tried to go through as they where unloading but once everything was heaped into a pile in the house they where ready to go and I even stated I wasn't sure everything was there. They said just sign and submit a claim through the office, they would handle it. Which i did submit a claim and it took almost 3 months for them to look at my claim stating that it wasn't their problem they are going to pay for anything, they where going to pay for the over charge or my missing and broken items. They said it wasn't their problem so yes I am unhappy with their service. If they didn't want people t submit claims against them for loosing or breaking their items they should keep peoples belonging in their warehouse for months before delivering, it would cut down on claims since I now know they use that time to go through people belonging and take what they want! and than say it's not their problem when people report it missing. I should have know there would be an issue trying to resolve this as I was almost 400th in line of claims again them. that should tell you something about the way they do business. I want a refund of $4,600!
  Sincerely,
  
  *****************

  

  Business Response

  Date: 11/22/2022

  Please find attached the carrier's feedback to Case ID ******** - ***************** - 247 Logistic Services LLC

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18328348
  
  I am rejecting this response because: Than I guess be prepared to be sued, I won't any problems finding others to join in on it, as everywhere you look that are people that have gone through exactly what you have done to me. You know people are in a bind and you take advantage of that, you find ways to exploit them and charge extra for things not needed. not only did you charge extra but when my stuff was dropped off in only one truck when I was charged for 2 trucks but it wasn't even full, so how does that give you the right to over charge someone like that. You guys are nothing but scammers, you steal from costumers and say that you are right and the customers are wrong, not any more!
  
  Sincerely,
  
  *****************