Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was waiting for my shipment to deliver since 12/2/24. From Next Stop Relocation Services. My shipment was picked up from my storage unit **************, ** 11/26/24 from ************************. I was unaware that this will be a third party company. I was expecting my delivery12/7/24. I asked where exactly are my things at the ************* informed me that it is sitting at their warehouse in *********, **. Two hours away from ***********, **. I offered to come to get my things and that I will transport my belongings in a U-Haul. They agreed that I can come to pick up my things.I was told that they are waiting to see if they can get someone to the warehouse. We agreed on Saturday, 1/11/2024 for me to come to pick up my belongings. I have paid money for a plane ticket to arrive to *********** to drive the U-Haul to ********* to receive my belongings.A man called me 1/19/25 and rushed me to pick up my things in *********. He said he was 45mins away and that he was ready to give me my belongings. When I arrived, my belongings were in a U-Haul packed in and with other miscellaneous things. Myself and my sister and her girlfriend loaded my things into the U-Haul. I went back to **************, *********, which was two hours away to unpack some of my fragile things and of course everything was broken. I was missing two totes of clothes. My bedroom furniture is damaged. My two TVs are damaged. at the time of pick up the driver reimburse me back $400. I paid $550 for deposit to next stop location and I paid $445 to ******** Moving . I tried multiple times to reach Next stop location for a refund. No one was answering my calls. No one were getting back to me, this has ruined my new journey that I wanted to pursue in *****. I ended up staying in ********************** for another month to figure my life out and to get help from friends and family to save up-some more. I sold majority of my things. The only thing I brought to ***** with me were clothes.

  Business Response

  Date: 04/02/2025

  We understand how stressful moving can be, and we want to clarify the situation in hopes of resolving any misunderstandings.
  First and foremost, we want to acknowledge that we did not complete the move ourselves, as you requested to pick up your belongings in person. We agreed to allow you to pick them up earlier than originally planned, as you mentioned that you needed to get your things faster and were located closer to the warehouse. This was a mutual decision, and we did not charge any additional fees beyond the deposit required to reserve the move and the pickup cost.
  When you arrived to pick up your items, we were still within the delivery time frame and had not yet completed the delivery as initially planned. Once your belongings were in your possession, we were no longer responsible for them. As per our agreement, we did not charge you the remaining balance after your pickup.
  We also want to clarify that we take great care with all belongings during the moving process, but once items are picked up by the customer, the responsibility for them shifts. We regret that you experienced damage to your items, and we understand how frustrating that must be. However, as the items were loaded into your U-Haul and transported by you, we are not able to take responsibility for any damages that occurred during the transport after the pickup.

  Regarding your attempts to reach us, we want to emphasize that we always respond to our customers' calls and make every effort to ensure communication is clear. If there was any delay, we apologize, but we want to assure you that we have been available to address any concerns you had throughout the process.

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23147790
  
  I am rejecting this response because: They were not in the time frame. 
  They did not inform me that this was a third party move. They did not say anything about a third party move. They made it seem as if NEXT STOP RELOCATION will be moving my things until I got a call saying that a guy from ******** moving was behind a few days to pick up my belonging which was 11/26/24. 
  my belongings were suppose to be delivered by 12/7/25. Please help me understand how is that still in the time frame? 
  My belongings were NOT at a warehouse. My things were packed into a U-Haul with other miscellaneous things. The way my things were packed into that U-Haul it is very clear the damage came from the movers. It is clear as day. 
  After I picked my things up, I was reimbursed $400 out of the whole $995 that was sent. Next Stop Relocation DID NOT return any of my calls. Please do not make it seem like you guys are professional and that you communicated with me because that definitely was not the case 100%. Ive heard from ABSOLUTELY NO ONE since I retrieved my things and I have been calling and calling. There should also be insurance on this delivery as well. I tried to get copied of my contract. NO ONE will send it to me. 

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

  Business Response

  Date: 04/08/2025

  we want to clarify that Next Stop Relocation is not a broker. We were transparent in the communication with you regarding the logistics of your move, and at your request, we agreed to let you pick up your belongings ahead of the scheduled delivery date. At that point, the responsibility for the condition of your items transferred.
  Regarding the timing of the move, we acknowledged that the original delivery date was delayed, and we understand that it was inconvenient. However, it is important to note that once you retrieved your items, our responsibility for them ended, as per the terms agreed upon.
  As for the condition of your belongings, we were not present after you picked up your items in the storage, so we cannot be held responsible for any damage caused thereafter. From the moment you accepted your items, we no longer had control over their handling. Additionally, we offered a partial reimbursement of $400 to address the situation, but beyond that, the responsibility falls outside of our scope as per the agreement.

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23147790
  
  I am rejecting this response because:

  I need full copies of the insurance and my contract with Next Relocation. 
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:02/24/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They r scam us they have our stuff and refuse to bring to us they keep raising the price and adding more on they give you one price on the phone band then add stupid s*** to the contracted and then when they get to you after you sign then they tell you you own more then what you was told on the phone and more this company need to be shut down and deliver ever one stuff for free or I will press charges even my stuff need delivered b for free anybody who has stuff with them needs to be delivered for free now, and they may be shut down. I will Sue them and own the company do I make myself clear, I'm not f****** around anymore, I'm tired playing games, my daughter, who has adhd doesn't play games like this if they won't play games, then playing games in jail or at the family they work for customer now, they need to be shut down the customer does not work for them, I'm not f****** around anymore, I'm *******, had it, I will call it ********* I'll call the *** I'll do ever, it takes to own that company and have you shut down, you would deliver everyone's stuff for free that you have, I don't give who stuff you have in the storage unit, but you're going to go live are everybody is you have for free or you gonna still going to court going to jail or I will call the president higher authority and get your ***** will be grass, your a** is now mine. You barked up the wrong tree, you're not being ****** in the ***.do as I say or else

  Business Response

  Date: 04/22/2025

  We are aware of this review and want to address it openly and transparently.

  
  

  First, the claims made here are entirely false and misleading. The customer agreed to the terms and pricing outlined in a signed contract before any services were rendered. That contract clearly details all costs, which were explained both over the phone and in writing. We are including a copy of the signed agreement as well as screenshots of our communication to show that all processes were followed correctly and professionally on our end.

  
  

  Unfortunately, from the beginning of our interaction, the customer was verbally abusive and used threatening, inappropriate, and hostile language toward our team. While we are committed to resolving all matters fairly, we will not tolerate harassment or threats of violence.

  
  

  We stand by our work and our integrity. We operate within legal and ethical standards and have helped many satisfied clients. We encourage anyone reading this to review the actual documentation, which speaks for itself.

• Initial Complaint

  Date:11/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They literally made our cross country move a nightmare. What they dont tell you is that they essentially outsource all of the different portions of their move and they did so without notifying us prior to our move date. When the movers got to our house, it was a completely different moving company. Despite next stop relocation promising us a specific delivery date, they then claimed they didnt have a driver or they were waiting for another move to pop up along the route before finishing ours (Im not sure what the story was because it changed like three or four times). Then, when our stuff was finally delivered (a week after the date they told us it would be delivered), it was also delivered by what seems like an independent person with a box truck who also had to outsource help to assist him in unloading the truck. So on top of the thousands of dollars our move cost us (oh because that cost also significantly changed from the initial quote even though we lessened what we told them we were bringing and they claimed to charge by how much space we took up on the truck), and then having to pay for certain things for us to use while our delivery was delayed since we also have a small child as well.

  Business Response

  Date: 11/18/2024

  We take all reviews seriously, and we want to clarify some points to address your concerns. First, we did not outsource your move, as the same company and team that picked up your belongings also delivered them. The only difference was that the truck used for the delivery wasnt branded with our logo, which can occasionally happen depending on availability, but the crew was from the same company.
  Regarding the delivery, while we strive to meet all delivery windows, it was delayed by just two days, from the first available delivery date, and we always stayed in communication with you to explain it and let you know.  However, from the beginning it was given a probable delivery date of 5 to 10 days, due to the distance and weather at the time, which was met and was within the estimated time range. something we worked diligently to manage and keep you informed about. We also want to address the claim about additional costs: our pricing is based on the space your items occupy, and more items were added after the initial quote was given. We always do our best to provide an accurate estimate and are happy to discuss any discrepancies further.
  We understand how stressful a move can be, and were sorry for any inconvenience caused. However, we want to make it clear that we did not mislead you, and we have always worked to deliver your belongings safely. If you have any remaining concerns, please dont hesitate to reach out directly so we can assist you further.

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have property Damaged,Missing,Files missing,Backpack with computer missing, lamps missing, TV's x 2 broken

  Business Response

  Date: 11/18/2024

  We take all concerns seriously, and after reviewing our records, we can confirm that nothing was reported as missing or damaged during your move. Our customer service team has already provided you with the necessary information to file a claim for the damaged TV, and we are actively working with you to resolve the issue. Weve been in business for years and pride ourselves on our track record of never having an item go missing, so we encourage you to reach out directly with any further concerns. Please understand that spreading inaccurate information doesnt help resolve issues, and we are fully committed to addressing any valid claims in a professional manner. Thank you for your understanding.

• Initial Complaint

  Date:09/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 29th, 2024 I received a quote for my move in the amount of $2,398.00. I paid Next Stop relocation a total of $1400.00 in advance. The moving company that picked up my items loaded my items to their truck then proceeded to charge me $2,000.00 after my items were on the truck. Pick up was on 09/13/2024. On 09/19/2024 the movers came to my new residence and would not deliver my items unless I paid them $1,875.00. A move that should have cost me ******* came out to be $5,275.00. This is a scam. They are taking advantage of people that have no choice but to pay them what they want due to the fact that they hold your personal items hostage unless you pay them what they want. I expect some sort of reimbursement as they have left me with no money. They cleaned out my savings.

  Business Response

  Date: 10/10/2024

  in the estimate, and during the calls to reserve, it is clearly explained that the payment is made in 3 parts, first is the deposit to book, second payment is on  pick up and the third one for delivery. We also want to clarify that at the time of booking she notified fewer items than what they needed to move, her estimate had been given based on the 600 CF notified, at the time of pick up there were 900 CF used in the truck, with the excess of items. This is clearly explained to the client before proceeding with the following payments and everything is shown honestly in person, having had an extra of 300 CF this needed to be charged extra, they are informed of this and asked if they accept, they are given the viable options of payment, she accepted and signed without any problem at that time. Then for the delivery she did not want to pay the extra agreed on pick up, which we cannot do and had to be charged in order to make the delivery. We added images of the items verified at the time of pick up, of the contract that she signed with the ******** and agreed price.

  Customer service is very important to us, we make sure that we do everything transparently, and have excellent communication. If there is an increase in price it is because there is an increase in space.

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22357002
  
  I am rejecting this response because: i did not use the amount they are claiming on the truck. I only used 500 and not the 900 they are claiming. I did not have  any appliances, no livingroom, just 20 boxes, a dresser, I king size bed with no headboard, and 1 china cabinet. That is not 900 on their truck. I paid ******, then 800, then ******** then *******. They were making up the amount as they went along. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 11/05/2024

  With great respect, we do not accept this complaint. The customer is lying, in her quote before the pickup, she has signed for a total of $5132 
  
  She says that she didn't have furniture, when in her estimate list are many more items than what she mentioned in this complaint, plus the extra items (not registered) that were at the time of the pickup. We add images with proof of the quotes and signed contracts with the list of items for her move.

• Initial Complaint

  Date:07/31/2024

  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 would give them a 0 star if possible. They are a broker, not the actual movers (lie #1 and they continue to lie about this. And if they actually are a moving company, this makes it worse). When the movers got to us, they quote was for only half the truck (lie #2) despite all items for the move were accurate. They doubled the price of the quote (lie #3). Could not get ahold of the broker/people we contacted. We canceled the move and sent them home (the movers said this happens all the time on an under-valued quote).I requested a refund after 20 times of actually trying to call. The next morning the broker tried to save the deal and told us the movers were still in town (lie #4; the movers lived 4 hours away and were excited to go home that night).The brokers told us about free storage option they had. As for pictures of it, none sent/received. Truth is, every move has to go thru ****** (at least in this case). They would not go from point A to point B directly. They had to move the items from one truck to a different truck in ****** (another lie from the broker).Overall, worst moving experience in my life. Dont waste your time with them. And they still wont give me a call back.

  Business Response

  Date: 08/01/2024

  I'm really sorry to hear about your experience and understand your frustration. We take these matters very seriously and want to make things right. However, it appears that the person leaving this review is not using a name or email registered in our system, so we can't identify the specific customer. We want to clarify that we are not brokers and do not operate in the manner described. We also provide refund information and responses on the same day. Please reach out to us directly so we can address your concerns and work towards a resolution.

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22075401
  
  I am rejecting this response because:

  you never called me or my wife. You never emailed us. You had my phone number because someone tried to save the scam deal the next morning, AND LIED! Since this post, have not heard one iota from them. 
  
  Sincerely,
  
  T A

  Business Response

  Date: 08/13/2024

  we called him and here is the evidence. He had extra cubic feet that we needed to charge an extra cost for loading it on the truck, but he refuses and that is why he decided to cancel. 

  Customer Answer

  Date: 08/13/2024

   
  Complaint: 22075401
  
  I am rejecting this response because:

  yes, I did reject it due to the lies on the front end. The movers said everything we told them was accurate for the move. Then they lied again saying the movers were still in when they lived 4 hours away and went home. They also lied about the process. Lied that they are a moving company when they are just the middle man. I saw 3 different logos of different companies on 3 different contracts. Not about to get scammed or have my items stolen. Also, you said you would call me to about the refund, but no call either. 
  
  Sincerely,
  
  T A

• Initial Complaint

  Date:07/26/2024

  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 booked this company for my move from ******** to *******. Was quoted over the phone one price, and when the drivers arrived they told me the price was more than double. 4800 and jumped to almost 14K. I refused to pay that and they dropped it to 10k in addition to the 1500 I already paid as a deposit. Said the person mis quoted me on sq ft of truck needed for my items. Their truck wasnt even big enough to haul my stuff and we had to leave items behind. Fast forward 15 days after much stress and phone calls trying to find out when my belongings would be delivered. They show up at 10:30 pm , you have to pay before they begin unloading, they unload until almost 3:30am and not all my items are on the truck, so many items broken, damaged, not in original packaging etc. and when we said wheres this and that we are told that item was too heavy and will be coming on a different truck so now Ive paid in full and still dont have all my items after 15days! This company has no regard for your belongings, time or expenses. Its obvious our stuff was literally thrown around like it was as garbage. Also when I text the original person I booked with I dont even get a response so its horrible customer service and once they have your stuff and money they ignore you so you are left wondering and stressing out over your belongings. Ive now this morning text the original company, as well as the delivering company and am waiting for a response yet again

  Business Response

  Date: 07/26/2024

  We are truly sorry to hear about the difficulties youve encountered with your move. We take pride in providing reliable service, and it's clear we fell short in your case.
  Regarding the pricing, We want to clarify that we did reach out to you to address the discrepancies between the initial estimate and the final cost. You were informed that the actual volume of your items was significantly higher than what was initially quoted. After discussing this, you agreed to the revised price and signed the updated agreement.
  I also regret to hear about the issues with the delivery and the condition of your belongings. This does not reflect the standard of service we strive for, and we are investigating the matter to ensure improvements are made.
  We have also reached out to you to resolve the remaining issues, and we apologize if our response has not been satisfactory so far. Your feedback is invaluable, and we would like to address any unresolved concerns.
  Thank you for bringing this to our attention.

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22047518
  
  I am rejecting this response because:

  the fact that you say the volume was higher than expected is untrue as yes we added several items however we remove several as well so the fact that the person that quoted the job did not do the correct estimate is why the numbers were off and the driver that picked up the items agreed that the items I listed before booking was not quoted correctly and yes I did agree after we negotiated because of the fact that our move was scheduled for that day and I could not wait several more weeks to get another company as we were slated for the move that weekend. the fact that the majority of my belongs showed up broken and damaged I wish I would have waited several more weeks and adjusted the start dates of our new jobs in the new city. To date 8/6/2024 I still have yet to receive the remainder of my belongings that were not delivered with the first truck that showed up. 

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

  Business Response

  Date: 08/19/2024

  We delivered on the estimated time, and while some items were damaged, it was not the majority. We addressed the additional volume and charges transparently, you had extra stuff and the adjust of the price was needed. Our claims team is actively handling the issue with the damaged items that were not the majority. Our customer service always answered your calls and explained everything to you. 

• Initial Complaint

  Date:06/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Worst experience ever with a company. They stated they could send a quote to me for my move. I sent in the information from another moving companys itemized listing. I was quoted $3771 then five days prior to move was told it would now be $7500. Last minute unable to make new arrangements. I had to book with them. Then told there would be a direct delivery charge that was never quoted the day the driver came to load the truck after being a day late, final bill came to $8800. Absolutely do not book with this company they are a scam, and the lowest form of trash. Employees that are completely untrustworthy ***, *******, ***************************, ******.Original contract 5/17 change of contract 6/27 day of moving

  Business Response

  Date: 07/10/2024

  *******************,
  
  I'm sorry to hear about your dissatisfaction with our services. We strive to provide clear and transparent pricing, and I understand your frustration with the discrepancies you've mentioned.

  However, it's important to clarify that we never received an itemized listing from another moving company as you mentioned. Our initial quote was based on the information provided to us at that time. Unfortunately, unforeseen circumstances such as additional items and services can affect the final cost of the move.

  As we explained to your husband, what you are doing is not correct and contains a lot of false information, in his review he says that his final price was $7200, then here you say $7500, it is just a prove that you are attacking us with false information.
  
  Regarding the increase in the quote to $7200, this adjustment was necessary due to a reevaluation of the inventory and logistical considerations that arose closer to the moving date. We aim to communicate any changes as promptly as possible to ensure transparency.
  Also, what you say that you called a month before and no one answered is false, our customer service always responds and also notified you that 5 days before your move, after you packed, we would call you again to make sure everything is in order in your inventory list (as we always do), or in case you needed to update your list. In this case it was when ******* called you and you updated your list noticeably and this was the reason for the price increase, which you understood at the moment and accepted, which is why you paid the difference 1 week before your pickup. If you had not agreed, I suppose you would not have paid it and would have called another company.
  
  As for the direct (straight and faster) delivery charge, this fee is standard in the industry for specific delivery requirements. In our company and all moving companies there are specific delivery time frames depending on the number of miles to be driven, you must understand that by law a Driver cannot drive more than 8 hours in a row, since he must take breaks to sleep.
  Your items were going to be delivered around 4 days after the pick up, we informed you that was the first available delivery date, but you wanted it faster because you said you needed to come back to work, so you asked for the service of direct delivery, as we explained above, this has an extra cost and an standard fee in the industry of $2500 (because we need 2 drivers to make it happen faster). You did not ask about the service before the pick-up and when signed the estimate you agreed for the first available delivery date, but since you didn't know the value for the direct service, we proposed a discount of $1600 which is significant, to apologize if there was any confusion regarding this charge. Giving you this service for a total of $1400. You accepted this at the time of pickup and signed, so we sent the truck directly to make your delivery.

  When your delivery arrived, you called again in a disrespectful and rude manner, not wanting to pay for the service after it had been done and and threatening us with making these types of fake reviews If we did not remove the cost or make another discount, which is not right and also was not possible since the discount we had given you on pick up was a significant amount, plus you had already accepted and signed for this value. For this reason, what you wrote in this review is not correct and contains a false version of what happened.
  
  Also, the rude and disrespectful way you referred to all of our workers was inappropriate. However we completed our work professionally.
  
  We apologize for the inconvenience and appreciate your understanding.

• Initial Complaint

  Date:06/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was quoted a move from ** to ** for $1800 and was charged $6,060.50 for the move and I took 4 bulk items off of the move.

  Business Response

  Date: 07/10/2024

  Hi ********,
  
  I apologize for the experience you had with our moving service. We strive to provide clear and accurate pricing estimates, and I understand your frustration with the discrepancy in the final cost.
  
  Upon reviewing your case, it appears there was a significant difference between the initial inventory provided and the items that needed to be moved, which led to an adjustment in the quote. I regret any confusion or inconvenience this may have caused.
  
  Regarding your difficulty in reaching *** and **** after the deposit, I apologize for the lapse in communication with them. We always call you from customer service, as soon as we realized at the time of your pickup the big difference in the number of items with what you had notified us, we called immediately to let you know that this would have an extra cost, since It was a much more significant amount that the boys needed to load into the truck, and this also exceeded the space you had reserved in the truck.

   We value your feedback and take your concerns seriously.
  
  If there are outstanding issues or if you have further questions about your move, please contact us at ********** .
  
  Once again, I apologize for any inconvenience caused and appreciate your understanding.

  Customer Answer

  Date: 07/11/2024

   
  Complaint: 21924327
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  I removed 3 big/bulk items. so how was there more room taken up in the truck? This is completely unacceptable in take advantage of people like this. There's no way the price jumped up from $1800 to $6,050.50 

  Business Response

  Date: 07/15/2024

  His estimate on the phone after he told us about his inventory and items, was based on 300 Cubic Feet. When we arrived there it ended up being 830 Cubic Feet, we gave him a discount on in and lower the amount f cubic feet to 650. we really needed to adjust the price, space on estimate and on site didnt match at all

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21924327
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  I removed 3 huge bulk items from the original quote that I gave measurements on and some how I need 350 extra feet. The men that came didn't take any measurements to even judge the amount of room I would need. On top of all this my TV was broken during the move. This was a scam from the start. I wanted to add my welder to the move but I was quoted another $1000 so ii said i cant afford that right now and my bill went up significantly more.There will be lawyers getting involved soon. 

• Initial Complaint

  Date:06/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was looking for a mover to move my household items from VA ***** VA to **. Was contacted by the company saying they could offer a quote. Gave the company an itemized list of what another moving company quoted us at. Was given a price of $4200. This was for the company to come in load our items, travel the next day then deliver on the third. Called for a month to ask to verify pricing before the move and schedule. No one answered. Then was contacted 5 days prior to the move to be told pricing would now be $7200. Argued the pricing was then told the other employee made a mistake. Then movers showed up to move and was told there would be a $1400 direct delivery charged as they were delivering direct and not putting items in storage. This was never stated, then informed they would waive it. Items finally delivered then told by the driver there was a direct fee charge added to the price. Contacted the office regarding this and was informed ******* was unavailable to answer as he was the one saying he would waive the fee. Company held customer continually hostage with pricing and household goods.

  Business Response

  Date: 07/10/2024

  *****************,
  
  I'm sorry to hear about your dissatisfaction with our services. We strive to provide clear and transparent pricing, and I understand your frustration with the discrepancies you've mentioned.
  
  However, it's important to clarify that we never received an itemized listing from another moving company as you mentioned. Our initial quote was based on the information provided to us at that time. Unfortunately, unforeseen circumstances such as additional items and services can affect the final cost of the move.
  
  Regarding the increase in the quote to $7200, this adjustment was necessary due to a reevaluation of the inventory and logistical considerations that arose closer to the moving date. We aim to communicate any changes as promptly as possible to ensure transparency.

  Also, what you say that you called a month before and no one answered is false, our customer service always responds and also notified you that 5 days before your move, after you packed, we would call you again to make sure everything was in order in your inventory list (as we always do), or in case you needed to update your list. In this case it was when ******* called you and you updated your list noticeably and this was the reason for the price increase, which you understood at the moment and accepted, which is why you paid the difference 1 week before your pickup. If you had not agreed, I suppose you would not have paid it and would have called another company.
  
  As for the direct (straight and faster) delivery charge, this fee is standard in the industry for specific delivery requirements. In our company and all moving companies there are specific delivery time frames depending on the number of miles to be driven, you must understand that by law a Driver cannot drive more than 8 hours in a row, since he must take breaks to sleep.

  Your items were going to be delivered around 4 days after the pick up, we informed you and your wife that was the first available delivery date, but your wife wanted it faster because she said she needed to come back to work, so she asked for the service of direct delivery, as we explained above, this has an extra cost and an standard fee in the industry of $2500 (because we need 2 drivers to make it happen faster). She did not ask about the service before the pick-up and when signed the estimate she agreed for the first available delivery date, but since she didn't know the value for the direct service, we proposed a discount of $1600 which is significant, to apologize if there was any confusion regarding this charge. Giving you this service for a total of $1400. Your wife and you accepted this at the time of pickup and signed, so we sent the truck directly to make your delivery.

  When your delivery arrived, your wife called again in a disrespectful and rude manner, asking for another discount for this service, which was not possible since the discount we had given her on pick up was a significant amount, plus you had already accepted and signed for this value. For this reason, what you wrote in this review is not correct and contains a false version of what happened.
  
  Also, the rude and disrespectful way your wife referred to all of our workers was inappropriate. However we completed our work professionally.
  
  We apologize for the inconvenience and appreciate your understanding.