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:10/21/2022

  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.

  *Hired 24/7 movers to relocate me March 16th 2022. That is order #Job FL3701624 *Total paid to the movers for services: $9,838.44 for them to relocate household items from ** to WI (their commitment)*Dispute - they broke numerous items and do not want to play replacement value.*Dispute - they misled about their staff. Told me they were in house employees yet hired people from ******* list.*Dispute - when filing the claim, they went about personal victim blaming me for not getting additional insurance when I was told I wouldn't need it in the first place *Dispute - gaslighting when told the items that they broke, were not the value represent (i.e., saying I lied)*Dispute - their delivery persons breaking things in my house and them not even offering compensation for that since it wasn't on the relocation papers (which I never received a final ************* of)*Dispute - last minute up charging of services when they knew I had no time to re hire a different company. Original quote was based on a measure of 'full truck', so how could an already full truck get more full? *Dispute - they unloaded and loaded our items onto a different truck from the one they picked our stuff up in. This was never disclosed as part of their moving process so who knows what might have never made it back onto the truck. I know boxes were delivered upside down, and fragile marked boxes had larger boxes stacked on top of ************ were absolutely disregarding contents when delivering.*Dispute - I provided them a full list of damaged goods, and grievances, and all they came back with was 128 dollars for damages of over 8k worth of furniture and media if we were looking at full replacement costs, and zero placed on the grievances of them being misleading in their staff, their services, and add on prices. *Dispute - initial resolution conversations were diplomatic, currently degraded on their side to victim blaming/shaming and gaslighting and them hanging up on me.

  

  Business Response

  Date: 10/26/2022

  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.
  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 to which their signature attests. Under this choice of coverage, the carrier's legal liability for loss or damage is limited to the 60 cents per lb. per article and will only apply when the loss or damage claimed 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.
  
  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
  
  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 06/21/2022 to file a claim online. Once the claim was received it was analyzed in the order it was received and compensation was offered based on our legal liability and within the time frame allowed by law.
  
  Customer was offered a total settlement for $128.74 based on our legal liability at 60 cents per pound. 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: 10/27/2022

   
  Complaint: 18295572
  
  I am rejecting this response because: I was told I did not need additional insurance for my items, which could have counterbalanced their pitiful amount. Their amount isn't even based on accurate weights of items which I verbally mentioned to *****, the person from 24/7 I was in discussions with. None of the weights are appropriate. This doesn't take into consideration the personal property that their un-bonded, hired off of ********** movers did while bringing items into my house. And it doesn't explain why a full load isn't a full load, why the costs increased when my back was against the wall. It takes out the human component as well, the losses of personal data on hard drives, the mental and emotional stress of dealing with all of their lies and misrepresentations of their services. If they are not going to reach a reasonable reimbursement for ALL of these items, not just their inaccurate weight allotments, then I will have to seek legal representation. 

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

  

  Business Response

  Date: 10/31/2022

  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.
  
  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 8 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.
  
  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 to which their signature attests. Under this choice of coverage, the carrier`s legal liability for loss or damage is limited to the 60 cents per lb. per article and will only apply when the loss or damage claimed 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.
  
  Per the agreement signed by the customer in case of damage, loss, overcharge, delay or grievance during the move, the customer must file a claim with the carrier in order to be compensated based on their liability. We would like to respectfully remind you that this interstate move and the claim are governed by Federal Regulations, which supersede all state and local regulations. You may find the information to support this by researching 49 CFR ***** through ***** and by reviewing the ******* Amendment. CSI has reviewed the claim as required by Federal Regulations and followed all claim guidelines when making the determination for each item and in conjunction with the contractual agreement made between the customer and the movers.
  
  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 xx/xx/xx to file a claim online. The claim was received and analyzed under the liability of 60 cents per pound per article, it was received and the customer was offered a settlement for $128.74 based on our legal liability and within the time frame allowed by law. For further assistance with filing claims you may contact CSI directly at ************ or online at ******************

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18295572
  
  I am rejecting this response because: The outlined legal jargon does NOT compensate for the business LYING to me about using their own employees for the move. That alone could have been a factor in why our property was mishandled and damaged. It does NOT compensate for the damages to the house by their 'hired from ********** and not their own employees' scenario. It doesn't cover or compensate for them TELLING ME VERBALLY on the phone during my initial contact with them that I did NOT NEED MY OWN INSURANCE. So I waived that option. It does NOT compensate for them NOT DISCLOSING they would unload our goods from the loaded truck into God KNOWS where, and back into another truck. I still would love to know how GRASS got INTO a dresser. NONE of that is represented in their documents because, why would it? 

  The "Business" Really should listen to their recorded conversations during these initial phone calls and it will 100% confirm my statements around what I ASKED them, and what they lied to me about, which was what I made my decision on to hire them in the first place. Had they NOT been misleading about their employees, the insurance aspect, and original quote then we wouldn't have an issue because I wouldn't have hired them.  Full stop. They lied, they misled me to believe their company was fully staffed with their own drivers and handlers, they omitted disclosure around storage and 3rd party hires. For that alone I should be refunded IN FULL at this point. 
  
  They need to listen to their recorded calls, or an attorney will be listening to mine. 

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

• Initial Complaint

  Date:10/16/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August I contacted 24 seven logistics in regards to my move to *********** *************. I talked to ***** and we did an inventory of my belongings. Including the items in the garage , and he quoted me $3084 I paid $1000 down.. I was contacted in October to finalize my move and we did a virtual inventory. The only difference in this inventory was I added a headboard and a footboard. The first quote had 30 boxes the virtual inventory only had approximately 20 boxes or less. I was quoted $ ****. Theres no way the price shouldve jumped $800 . I asked them why the extra $800-$1000 they claimed it was based on cubic feet.. so theyre implying that a headboard and footboard takes up more space then 10 boxes smh . Once they have you loaded they have you in a catch 22 either pay the additional thousand or pay to have it unloaded *** find someone else. This company should be reported and I should be compensated for the extra dollars that they stole from me.

  

  Business Response

  Date: 10/21/2022

  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.
  
  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. Weighing shipments and adjustment of charges accordingly is only an option with a non-binding estimate.

  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.
  

  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 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:10/11/2022

  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.

  24 Logistics contacted me because they saw they we were searching for long distance moversin Consumer Affairs. I was hesitant since we already had identified a mover but the rep assured me that he will always be available and honest with pricing. Turns out that once I signed contract, I never heard back and his estimate via video was way off. He quoted our move in July to be about **** to **** cubic ft and $16k. We had 7 days prior to move date to cancel and he said someone will reach out to check in a week before on our packing. We were contacted by someone after day 7, so we cant cancel without penalty. And then he made us do another video walkthrough and re-estimated us at about **** cubic ft, which amounts to around $21k to $22k. on moving day, the mover told me that it is now **** cubic ft. Our lease expires 2 days later so we had no choice. The were stacking boxes on top of fragile stuff. They were also suppose to disassemble furniture but they did not, had 2 sit stand desks that they didnt bother. Just wrapped up. We purchased 4 wardrobe boxes for my husbands suits for them to pack. They just dumped the suits in and we paid extra for hanging and instead they were all wrinkled. They were putting tape on wood furniture. The list goes on but there were 5 movers and my husband and I couldnt keep eye on everything. Finally our total came to around $24k. So they packed on 7/13 and arrive on 9/9. ****** wanted $2700 more, said he cannot get truck into my street because there is a roundabout, I told him to go over grass, he refused. He rented UHaul and Made contract movers move twice, movers also said he totally could have gotten truck on street. Movers were tired and started just throwing our stuff in, they didnt assemble furniture correctly, and we found mice inside sofa! Also we were not at **** cubic ft, at most **** to ****, driver told movers to pack 2nd truckload loosely when he saw I took pics of uhaul for 1st load & doing the math.

  

  Business Response

  Date: 10/21/2022

  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.
  
  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. Weighing shipments and adjustment of charges accordingly is only an option with a non-binding estimate.

  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. That is included in the original estimate in the additional charges.

  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 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: 10/24/2022

   
  Complaint: 18198018
  
  I am rejecting this response because:

  1) We did not add or change any items in the original estimate. Your company revised the estimate to **** cubic ft. based on a 2nd video walkthrough at which point if we cancelled, we would incur a 25% fee.  There was no option to cancel without a fee.  Upon arrival, day of move, the ******* changed the estimated to **** cubic ft, we had to sign paper before they would move.  We were told that we would only pay for actual cubic ft.  Movers closed the truck before we can look.  Again we were told we would only pay for actual cubic ft on arrival.  We checked and it was not more than **** to **** cubic ft. So this is fraudulent.  We were forced to pay or we will not get our stuff.  Max ***** truck space is **** cubic ft, and he did 2 trips and the 2nd load was not full, so how can it be **** cubic ft? The math doesn't add up? 

  2) The driver refused to back up the truck or drive into our street either because he was incompetent or he wanted to charge us more.  Driver did not unload anything.  Local movers told us they do not make more money moving items twice, so we pretty much paid $**** more for your driver to rent a $100 ***** truck.  We told truck driver he can go over the grass, he refused and force us to use the shuttle which is renting a ***** truck. Movers were mad because they saw our street and confirmed the semi-truck can be driven up and they would only have to do 1 unloading.  Again, fraud because even though we provided our address a month in advance we were told this the day before the arrival which led us no time to figure out options. 

  3) Delivery was weeks late, no one called to scheduled.  We had to keep calling and chasing.  After the move when we called to complain Rep refused to talk to us or even listen.  We still to this day have not received a link to file our complain or report damages. Your driver brought us mice and alot of the stuff was damaged, so poor service and quality.  If someone had listened or willing to work with us we would not be filing this complaint. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/27/2022

  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.
  
  Our sales representatives are trained professionals who spend relentless hours attempting 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 the 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 for both parties, customers, and service providers. 
  
  A shuttle service is required when a tractor-trailer is unable to access the residence at the origin or destination allowing the completion of the pickup or delivery of the shipment. A shuttle fee will be charged in addition to the cost of the move. For this move, we had to get another truck since the street was to small for the truck to park. The customer requested to go over the sidewalk to deliver her belongings goes against the regulations, so we had to follow the rules and get a shuttle for her delivery.  The customer provided us with her address per her a month before the move, she could have let us know in advance about the issues with the street being too small since there was no way for us to confirm the size. 
  
  We have contacted CSI our claims service provider to initiate a claim file for the customer and allow them to file a proper claim as required by law. 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 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.

• Initial Complaint

  Date:09/12/2022

  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.

  We hired this company to move us on August 8th. During the initial calls we went over the whole house inventory multiple times. We were given a lock price quote and assured they would not charge us more. 3 days before the move they called again to go over inventory 1 final time. We had sold a ton of stuff and so we're expecting the price to down. They went up over 10k. We were shook. We fought with them finally ending on the initial 10k we agreed to. When the movers came ot was o KY 2 guys and 1 truck we were told 3-4 men and 2 trucks. They were very nice and worked quickly. The rest if the help showed up late and they just threw everything on the truck. It was after 9pm when they finished. We drive to SC and when they came to unload it was a mad house. They did not put things where they belonged they dropped furniture damaged and broke multiple item dressers, mirrors, toys, beds etc. They damaged the brand new floors we had installed. Upon realizing that they weren't finishing that night they, unbeknownst to us, hired 2 guys off of ******* list to finish. We were furious. They left stuff in the neighbors yard broke even more items and hit our bushes on the way out and we weren't asked to verify that the truck was empty and we are missing items. This was the worst experience ever. They also charge you for tape they use after telling you they pack certain things for free.. we are very upset. This is not an honest company and people should be aware.

  

  Business Response

  Date: 09/14/2022

  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.
  
  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. Weighing shipments and adjustment of charges accordingly is only an option with a non-binding estimate.
  
  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.
  
  We require that pictures showing the damages claimed as well as a full view showing the entire item will be provided as support to your claim so that the adjusters can determine our legal liability. Please be sure to provide all required support directly to CSI for the proper investigation of your claim.
  
  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 09/13/2022 the customer was registered in their system and emailed the login credentials and information required to properly file a claim.

  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:08/24/2022

  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.

  ************************* (see his info below)************************* Senior moving consultant 24 7 Logistic Services ********************** ************ Direct ************* http://247logisticsservices.com ******: ******* MC: ****** Is the one who I spoke with and worked with around moving me from CA>**. Here are the lies told that came clear when the movers showed up, dont worry *** post our text as well to ensure no one else goes with this company:1. Did a video call to see the items beginning shipped. ***** saw all the items, made note and quoted me *******. 2. I asked ***** if the same guys that pick it up drop it off. I was assured that they dont contract out. Now I have three guys who are going to take my stuff, put in storage and then get other people to drive it across country.3. True to previous post and complaints, ************************* has gone *** on messages and phone calls. 4. I was quoted **** and now my price is up to *******. ************************* didnt list everything on the move EVEN though we did a FaceTime video and spoke of everything.5. ************************* ensure I would receive my items in 2 weeks. The moving guys giggled and said no way, 21 days and only on business days, not weekends.6. They picked up my items on 8/24/2022 and have stated that it is suppose to arrive 9/26/22 (supposed).7. Cash or money order upon arrival. Thats interesting thats not what ************************* stated but its so you cant dispute the charges or get your money back. ************************* is a joke, ***** and knew what he was doing. I believe in Karma thats for sure.

  

  Business Response

  Date: 09/07/2022

  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.
  
  Our Original Estimate lists what services are included and what services (if necessary) are provided for additional charges. The customer supplied us with an inventory list consisting of 51 pieces to ship which were estimated to take approximately 400 CUFT. At origin, the customer requested to ship 487 CUFT. This resulted in the increased 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.
  
  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.
  
  The customer was asked what the date will be the first available date they will be ready for delivery. The customer stated 08/26/2022. From that date, we have up to 21 business days to attempt the delivery of the shipment. We will not guarantee a date for delivery unless a dedicated truck was requested and paid for. We must take into consideration road conditions, weather, and mechanical issues that can affect truck routes. Everything that was agreed upon is in writing and it is the customers responsibility to verify all their needs are included in the original estimate.

  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: 09/07/2022

   
  Complaint: 17765588
  
  I am rejecting this response because:

  1. I did not supply the list ***** called via FaceTime and wrote down everything I pointed out, we went through room by room, item by item and as we discussed be typed everything up and then sent the email with listed items and the listed amount. See email for ***** that he signed! 
  2. I signed for a ***** increase due to the furniture being delivered (which hasnt happened as I was informed that the truck is broken down with no resolution on delivery date or what they are doing to fix itas it currently stands on Sept 7 ********************************************************* according to ****** on Aug 26 2022its taken them over 5 days to drive ***** miles) because it has to be loaded onto a freight elevator. 
  
  I did a follow up email on Sept 3 2022 as I had not heard from the company and no driver had called. ****** then began the run around and it wasnt until yesterday Sept 6th 2022 that I found out the truck had broken down with no resolution insight. 
  I called DOT to track the truck but they informed me of two things that were disturbing:
  1. The truck cant be tracked because they are not using Semi Trucks which means they dont have to go through weigh stations.
  2. They have five open complaints against their business this year due to the same things Im complaining about ie lost items, bills being adjusted, lack of communication, outsourcing jobs but claiming its all in house and that everyone works for 24 7 logistics, delay in items, no clear answersits unreal that a business like this can still operate and that the people working there are allowed to behave this way. 
  I am absolutely not accepting their resolutionI still dont even have my furniture and god knows what condition its going to be in IF it ever arrives.
  
  Sincerely,
  
  Pressly Parrish

• Initial Complaint

  Date:07/30/2022

  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.

  When we initially called we were quoted under 10k and paid a deposit based off that. Two days prior to them arriving ************************ us to tour the house, doubled our quote and said we needed to pay another deposit. When the movers showed up, they gave us an even higher estimate. Our items did not arrive for two weeks. Two days before our items arrived, ****** called and said that two of our items had been left behind and would be put on the next truck but she couldnt tell me when that would be. We got a phone call 20 minutes before the movers arrive with all of our stuff today. No advance notice. Multiple items were broken, my husbands sea chest that was custom built as a retirement present for serving 21 years in the US Navy was damaged. It is now Saturday. These independent contractors dont have answers. ******* and ****** are not answering our calls. Weve paid $17k for a half move and broken items. We are missing items. This is insane. This company is a SCAM. It was not communicated to us until a couple days prior that the moving crew would be loading our stuff, Dropping it off in a warehouse and then another crew would be loading it onto a different truck and then driven out here.This company requires payment in cash upon arrival. Something needs to be done about this. These people cannot continue to operate this way.

  

  Business Response

  Date: 08/02/2022

  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 customer provided the sales representative with an inventory list consisting of 175 pieces to transport which was estimated to occupy approximately ************************************************************************************* require additional services which were not listed on the Estimate then the price will increase accordingly.
  
  Two days prior to pick up the customer contacted us and added 298 pieces which increased the volume to **** cf the customer was provided with a revised binding estimate to which the customer agreed, then upon arrival at the customer origin, the customer added more pieces for a total 347 pieces transporter increasing the cubic ft to **** cf.
  
  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.

  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 08/01/2022 to file a claim online. 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 the two remaining items that could not be delivered due to the truck being overweight our dispatch is preparing the dispatch of those items and will inform you as the delivery date is confirmed. 

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

  Customer Answer

  Date: 08/02/2022

   
  Complaint: 17647840
  
  I am rejecting this response because their response is filled with lies. During the initial call, they did not request an exact amount of the items we were moving. They asked the square footage of the home, how many rooms and kitchen/living room/dining room items. We did not contact them two days prior to add additional items. It was the business that contacted us and requested to do a walk through via Zoom. After being on the phone for two hours AT THEIR REQUEST, they informed us the quote was now double and requested an additional deposit. When their ******* arrived and did their own walk through, he informed us it would be EVEN MORE. Their own **************************, agreed that this was completely unacceptable and apologized.

  Two days prior to the truck arriving, ********* called and informed us that two items were left behind. During this call she was aggressive, condescending and raised her voice to me. When their crew arrived Saturday with a 20 minute advanced notice, we discovered it was much more than two items. After having a conversation with ********* in which she interrupted me, talked over me and raised her voice to me again, I FINALLY received a video today of what is actually in their warehouse and it is MUCH more than two items. I have asked for an inventory of all items that are currently being stored and they will not provide it to me. I have asked for a date for when the remainder of our items will be delivered. They will not provide it to me. They have been paid $15,000+ thus far and cannot give me answers. We are requesting an inventory of our items that did not make it, a date for which our items will be delivered and this seems incredibly difficult for them. I have sent another follow up today and have not received a response.  

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

  

  Business Response

  Date: 08/08/2022

  Once again, 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 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  pieces to ship 298 pieces which were estimated to take approximately **** Cu ft. At origin, the customer requested to ship 347 pieces. This resulted in a big increase on the number that they divulged to our estimator, as stated on the original estimate when booking the move:  ''Please note that the inventory items listed below are not guaranteed volume (cubic feet) accuracy unless an onsite visual estimate was performed. The inventory provided by you on this Binding Estimate Cost for Service is only used as a tool for the carrier to generate your total cubic feet (Volume Amount). Any additional cubic feet or any additional services added on the move-out day will result in an additional cost based on the terms of the Binding Estimate Cost for Service (once booked) and our company's full Tariff''. 

  Regarding the items that have not been delivered, our team responded to the request for verification on the items that are still at the warehouse, we provided videos to the customer showing the items, currently, we're still waiting on the next truck and  we will follow up with the customer as soon as we have confirmed the schedule to load and deliver the remaining items.

  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: 08/08/2022

   
  Complaint: 17647840
  
  I am rejecting this response because their response again does not address my complaint. We did not provide inaccurate information to them initially or in the virtual walk through. We also did not request to add additional items. In fact, we had to leave items behind that were initially included due to their incompetence. Increasing an estimate twice to almost triple the price within two days of the scheduled move, being paid in full for a job that is not completed and no answer on when the rest of our items will be delivered is unacceptable and unsatisfactory. Their apologies do not cut it. We had no other choice other than what to pay what they re-quoted because we would literally be homeless if we did not use this company to move. If any of you believe it would have been possible to line up someone else to do a move in two days, you're quite literally out of your mind. It was too late and they had us over a barrel. Many others have had this exact same experience and it is evident in the reviews left by others. 

  I have sent 8 requests now for when our items will be delivered. They still cannot give me an answer. This is now week 4 of this company not delivering the entirety of our items. I am hard pressed to believe that there is no other transport scheduled. I am tired of going back and forth. We want a refund and we want the remainder of my items NOW.

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

  

  Business Response

  Date: 08/17/2022

  The items are being loaded today, delivery is in ***** which usually takes 3 days drive time, we have notified the customer about this via email. Thank you for your assistance with these matters.

  Customer Answer

  Date: 08/21/2022

   
  Complaint: 17647840
  
  I am rejecting this response because this still does not address my original complaint. Also to recap todays events,  we received a 1-2 hour notice that the movers would be here. We received a voicemail informing us that an additional truck would be here to help the movers with the heavy items. That truck NEVER arrived. Lastly, the driver of this truck assaulted my husband and the police were called. Our items are still on this truck with no estimated time for when this will be complete.

  This is entirely unacceptable, unprofessional and I am demanding a refund IMMEDIATELY.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/29/2022

  We contacted the customer on 08/17 and informed her that we were loading the remaining items and that the delivery would be completed within the next few days, on her response the customer claims that our driver assaulted the customer, however, that's not the case. 
  
  On sunday 08/21 the driver contacted the customer to inform her of the estimated time of arrival, however, the customer did not answer the phone.  At 4:30 p.m. we called the customer again and informed her of the driver's estimated time of arrival and that they were going to have heavy equipment present for the offload of the heavier items. 
  
  The crew arrived, and the driver was offloading the gang toolboxes, the customer requested him to stop to which the driver responded saying that it was ok and that he could do it, next thing that happens is that the customer punch the driver in the head, then, the driver called the police and went to the emergency room, for this reason, the delivery could not be completed at that time, however,  later that day all the remaining items were offloaded from the truck and delivered at the customer's residence.

  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 08/01/2022 to file a claim online. 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. 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 ******** when contacting CSI.