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:06/04/2025

  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 hired iMoving to pick up my items from *********, ** and then put into storage until I found a home. The contract was originally based on mileage from *********, ** to ***********, **. I was unable to locate an affordable home in AR so I had to look elsewhere. On May 23rd, I closed on a home in ****** ********* that day forward, I have been trying to contact them for delivery. They no longer would answer the phone or return my calls. Due to a phone issue, it took me a couple of days to locate the contact information of the driver to get my items delivered. In the meantime, I continued to attempt contact iMoving to get the mileage discrepancy resolved since my move did not require the mileage that I paid for upfront. This company assured me that they were not a broker on multiple occasions. I did as much research as I could on movers but I was pressed for time to hire a mover after the sale of my home. After being reassured that if any issues arose and that they would reimburse for a change in mileage and any property damage throughout my move, I proceeded to sign a contract with them and paid in full. My experience with movers have been very bad so I was really nervous about booking with iMoving but after they continued to tell me that I had nothing to worry about, I booked my move.I received my shipment on June 1st. On arrival, I had major water damage on several pieces of furniture. Some of it was so bad, I had to dispose of it immediately due to moisture and mold, which I am highly allergic to. I took photos of the mold and water damage to my large wooden file cabinet (which had to be removed from my property immediately), water and mildew damage to my armoire, book shelves, multiple paintings, and leather sectional. I sent photos to my contact at iMoving but have not heard back from them. I have left several voicemails with no response. When I call, I am put on hold for hours and leave a message to no avail. I need help to recover my loss.

  

  Business Response

  Date: 06/04/2025

  Thank you for reaching out and sharing the details of your experience. We're truly sorry to hear about the challenges youve faced during your move and the damage to your belongings.
  As a booking platform, iMoving connects customers with licensed and independent carriers, but we are not a moving company or broker. Because of this, we are not liable for any damages, delays, or the quality of service provided by the carrier. However, we understand how important this matter is to you and want to assist you in taking the appropriate next steps.
  We will be sending you a claims form so that you can submit a formal claim for the damages. Once received, the form will be processed in accordance with the carriers standard liability coverage, as outlined in your agreement.

  Customer Answer

  Date: 06/21/2025

   
  Complaint: 23416354
  
  I am rejecting this response because:  You collected money to ship from *********, ** to ***********, ***  Delivery was to ******, AL so you need to reimburse me for the mileage difference.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 06/23/2025

  Thank you for bringing this to our attention.
  
  Our pricing is based on the details provided at the time of booking, including the pickup and delivery addresses. If the delivery location changed from ***********, ** to ******, ** before pickup, any pricing adjustment would have been addressed at that time. However, if this change occurred after the original agreement was made and no update was submitted or approved, the original route and rate would still apply.
  
  That said, I'm happy to review the specifics of your order and determine if any adjustment is warranted. Could you please confirm whether the delivery address was changed before the pickup date, and whether this update was communicated and approved by our team?
  
  Looking forward to your response so we can get this resolved.

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23416354
  
  I am rejecting this response because:  I was told at the time of booking that my price would be adjusted if my destination was a shorter distance since I wasn'tsure of my destination.  You are telling me one thing at the time of booking with you and another now.  Basically,  you are going back on our verbal agreement.  I will be sure to tell others of your bad business practices in my review.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:04/27/2025

  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.

  Don't ever use this company they scam you and damage your stuff and don't even responded. They charged me ***** with guarantee to move all my stuff for a 3 bedroom home and show up with a 26 foot uhaul and then tell me it's ****** more to move the rest of me.. then make me take delivery at 10pm at night after scheduling it purposely on days that I hadn't even closed on my house. Then damaged a ton of stuff and won't get back to me!! **** their manager is a liar and con man. He even admitted that they shouldn't have promised to move everything for the $***** I paid them

  

  Business Response

  Date: 04/28/2025

  Thank you for bringing your concerns to our attention.
  To clarify, the customer was provided with a guaranteed price based on the reservation of a 26-foot truck, which holds approximately ***** cubic feet of space. Our records confirm that when the movers arrived, they filled the truck to its full capacity, in accordance with the contracted agreement.
  Once the truck was fully loaded as per the contract terms, the movers contacted our dispatch department to report that the loading was complete. At that time, it became clear there were additional items that could not fit in the reserved space. The customer was promptly notified and offered options: either secure additional space at an extra cost or transport the remaining items independently.
  Please note, iMoving did not charge the customer any additional fees beyond the original contract. As a booking agent, iMoving facilitates connections between customers and licensed movers, but we are not responsible for damages, delays, or service quality.
  Since the customer has reported damages, we have sent a claims form, which is the proper process for requesting compensation according to industry and legal standards.
  We remain committed to honoring the terms outlined in the signed contract, which I have attached for your reference.
  Thank you for your understanding.

• Initial Complaint

  Date:03/29/2025

  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.

  I hired iMoving on 01/10/25 to facilitate my move from ** to ** for my wife's new job at the ***********. We were promised a door to door move, with one truck, one crew, with no other moves in the truck, just our belongings to take place between 02/12/25 and 02/24/25. We were told that the original estimate would be re-evaluated at the time of the pickup by the driver and crew so that we would not have to pay for anything extra if it was over-estimated. We were also told that the quote included full insurance coverage for our belongings in case of any damages. The sales agent's name was **** ******. We paid an original amount of $4165.39 to iMoving on 01/10/25. This was adjusted and I paid an extra $208.16 on 02/10/25 for additional items. On the day of the pickup 02/13/25 I was greeted with a very unprofessional and unqualified pickup crew from ************************* who did not understand the contract/documentation process any more than I did at the time, which led to a complete failure to take accurate inventory, causing iMoving to overcharge me for the inventory due to several items being double counted, and "additional space" for bulky items, with no details as to why in the documents. The pickup driver showed me where to sign, but did not sign the documents himself, and there is evidence that he changed the document after I signed for it. I ended up having to pay an additional $1369.82 on 02/13/2025 to iMoving after my furniture was loaded into the truck due to the inventory miscommunications between the pickup crew and iMoving. I also discovered they were not taking my belongings straight to my new house, but were transferring it to a warehouse, which is not what I thought I paid for. We ended up receiving our furniture on 03/04/25, later than agreed upon, and there were $1600 in damages, of which the company is attempting to reimburse me for only $67.iMoving has since not been cooperative in re-evaluating the charges for my inventory.

  

  Business Response

  Date: 04/18/2025

  As a booking platform, iMoving provides guaranteed pricing based on inventory, truck size, selected services, and any applicable restrictions. This pricing includes taxes, tolls, fuel, mileage, disassembly/reassembly, loading/unloading, blanket wrapping, and basic liability coverage. For itemized quotes, the price is directly tied to the accuracy of the inventory and the services requested (such as packing, long carry, or stairs).
  As part of our investigation, we are reviewing what was actually moved compared to the inventory listed with iMoving. If it is determined that certain items from the original inventory list were not transported, iMoving will refund the appropriate difference. In this case, the carriers admitted of taking more than what was on your contract.
  To address your concerns regarding damages, delays, or service quality, we have already provided you a claims link in this email which is the legal way to get compensated. Please note that, per your contract, the carrier is responsible for compensating any delivery delays beyond the agreed-upon timeframe. While iMoving acts as a booking agent and is not directly liable for damages or delays, we are committed to assisting you in navigating the claims process.

  Customer Answer

  Date: 04/27/2025

   
  Complaint: 23133677
  
  I am rejecting this response because: iMoving cannot prove that the movers transported more than what was on my contract, which was detailed to me as an estimate, to be finalized on the day of pickup, because thew inventory taken on the day of pickup by the movers was incorrect. I had detailed the discrepancies to iMoving and provided proof of what actually was transported, but there was no review or refund for the extra charges. I took an inventory with the movers on the day of delivery to have a correct inventory for iMoving to review to ensure that the overcharges were refunded, and this was ignored. 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 05/01/2025

  We understand your frustration and sincerely regret any difficulties you experienced during your move.
  iMoving is a booking platform that provides guaranteed pricing based on the inventory submitted, the selected truck size, and any additional services or access restrictions. This pricing includes taxes, tolls, fuel, mileage, disassembly/reassembly, loading/unloading, blanket wrapping, and basic liability coverage.
  For itemized quotes, the final cost is directly tied to the accuracy of the inventory and any requested services (such as packing, stairs, or long carry). As part of our investigation, we already verified what was actually moved against the inventory provided at booking. It was determined that certain listed items were transported or not, iMoving would have issued a refund for the applicable difference.
  Regarding your concerns about delays, damages, or service quality: we have already provided the official claims form so that you can pursue proper compensation directly through the appropriate legal channel. Per your contract, the carrier is solely responsible for these matters. iMoving is not liable for service-related errors, delays, or damages, but we are committed to guiding you through the claims process and ensuring your concerns are properly documented and submitted.

• Initial Complaint

  Date:03/14/2025

  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.

  Hello Im the owner of ***************************** located in *******, **. However: ****************************************************************'s-moving, out of ******* has a webpage false advertising my business. They have once had a business rating about my business which was not true. The only contact i have had with this company was because i called them asking for remove of this page and they only gave me someones email to contact. Since the initial contact atleast six month ago they have only updated my companys rating on this fake webpage. I havent given them any permission to promote my business and they have not reached out or sent me any service. People searching my business will run into their page and be directed to other moving companies in my local areas. I feel thats bad business practice and need to be addressed. I am a small business in *******, ** and this giant company out of ******* is possibly stealing potential customers from me.

  

  Business Response

  Date: 03/17/2025

  As per your request, we have removed your company from our moving marketplace and our moving network. An email confirming this was sent to you as soon as you reached out to request removal.
  Our platform is designed to allow customers to book with your company directly through iMoving, eliminating the need for a dedicated sales team or marketing efforts on your end. We handle those aspects for you, based on your pricing.
  Again, we have removed you from our network as requested. Should you ever wish to explore opportunities with iMoving again, we would be happy to welcome you back. Please dont hesitate to reach out if youd like to rejoin in the future.
  Best regards,
  ****
  iMoving

  **** iMoving <*************************************************************>
  Fri, Mar 14, 9:28?AM (3 days ago)
  to *******
  
  Dear *******,
  
  As per your request, we have removed your company from our moving marketplace. Should you ever wish to explore opportunities with iMoving again, we would be happy to welcome you back. Please dont hesitate to reach out if youd like to rejoin in the future.

• Initial Complaint

  Date:02/25/2025

  Type:Sales and Advertising 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.

  We contracted with Imoving LLC for February 9, 2024. ****** ******* advisor for Imoving stated our furniture would be shrinked wrapped, televisions would be placed in boxes, fragile items glass tops would be packed and protected. a fees charged for fragile items and tv boxes. The company they subcontracted with did not wrap nor pack furniture and/or fragile items. United Prime Vanlines the subcontractor for Imoving wanted to charge additional fees to wrap and pack the household goods. The subcontractor failed to stack, organize the furniture to fit all the item in the size storage unit recommended by Imoving. We had to rent an additional storage unit. ********************* came with a Uhaul truck. that didn't fit all the furniture. Imoving represented that the furniture would be properly wrapped and stored. The nature of the dispute is that the service they provided was not adequate for the amount of cost they charged to pack, move and store our household goods. They cost us additional funds to be expended on additional storage space that was not needed had the items been properly packed. In addition, the way they stored the items were haphazard and items may be destroyed or damage as a result of this process. Lastly, Imoving did not follow up with the move and when I called and spoke with ****** he said his supervisor would get back to me and that never happened as of this date February25, 2025. The coordination with Imoving **** ***** on the 9th of February on the day of this move was poorly coordinated between ********************* and us. **** did not accomplish and resolve any of our concerns with them on that day about what we had paid for and how they would handle our items. The move was not completed until Monday, however, the last of our household goods were put on a truck and taken with them and brought to storage unit on the 10th.

  

  Business Response

  Date: 02/26/2025

  Thank you for reaching out to us regarding your moving experience. We understand how important a smooth and stress-free move is, and we regret that you were dissatisfied with certain aspects of the service provided by the moving company. We appreciate the opportunity to address your concerns and provide clarity regarding the situation.
  After reviewing our records, we see that you opted not to take your patio furniture in exchange for the cost of additional packing materials used by the carrier. These materials were necessary to properly secure and protect your marble and glass items, which were not specified in your inventory or included in your contract. As you can imagine, fragile items require special handling, additional labor, and appropriate materials to ensure their safe transport. When such items are not disclosed beforehand, movers must make last-minute adjustments to ensure their protection, which may affect the overall packing process.
  In addition, many of your items could not and should not have been stacked, as stacking unsuitable items can lead to damage. Professional movers take these precautions to avoid unnecessary risks and liabilities. Furthermore, we do not have visibility into the size of the storage unit you selected. If the unit was not large enough to accommodate your belongings, unfortunately, that is beyond our control. It is always advisable to ensure the storage unit matches the volume of your items to prevent any issues upon delivery.
  At iMoving, our role is to facilitate the booking process and connect customers with licensed and vetted moving companies. We provide a guaranteed price based on the inventory and services listed in your contract. In your case, your price remained unchanged, and the services you booked were rendered accordingly. If you had concerns about the manner in which the movers handled your items, we encourage you to leave feedback directly on their review platform, as they are responsible for the physical execution of the move. While we understand your frustration, iMoving itself does not perform the moving services and is not responsible for the quality of service provided by the carrier.
  We also want to clarify that iMoving is not liable for damages, delays, or the quality of service delivered by the moving company. However, we want to ensure you have the proper channels to address any valid claims. If you believe you have a case for compensation due to damages, delays, or service issues, we would be happy to provide you with a claims form. This is the appropriate legal process for addressing such concerns, and we encourage you to take advantage of it if necessary.
  Please let us know how you would like to proceed, and we will be happy to assist you in any way we can within our capacity.

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 22989114
  
  I am rejecting this response because:

  it is not accurate. I sent pictures that show neither the furniture nor the fragile items were wrapped. The TVs were supposed to to also be in boxes. As you can see from the pictures, the TVs were not in boxes. The grandfather clock, glass table tops were not wrapped. Did IMoving just provide a generic statement as the pictures show the unwrapped furniture and fragile items. Please refer to the pictures that I provided in the complaint.

  
  
  Sincerely,
  
  **** ****

  Customer Answer

  Date: 03/12/2025

  Please provide a claim form to **** E. **** via email: ******************* or ****** Champion Run. Attn: **** Ross  ******************, site 82,

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

  

  Business Response

  Date: 03/12/2025

  We appreciate the opportunity to address your concerns and provide clarity regarding the situation.Upon reviewing our records, we see that you made the decision not to take your patio furniture in exchange for additional packing materials used by the carrier. These materials were necessary to properly secure and protect your marble and glass items, which were not originally specified in your inventory or included in your contract. As you may know, fragile items require specialized handling, extra labor, and appropriate materials to ensure their safe transport. When such items are not disclosed in advance, movers must make real-time adjustments to accommodate them, which can impact the overall packing process.
  Additionally, we would like to highlight that you provided us with a photograph of a grandfather clock, which we have attached to this response as evidence that the movers transported this specialized item for you at no extra charge. This was done as a goodwill gesture, despite it being outside the scope of your original inventory list.
  Regarding the stacking of your belongings, it is important to note that not all items are suitable for stacking, as doing so could lead to damage. Professional movers take necessary precautions to minimize risk and liability when handling and loading items, prioritizing their safe transport over maximizing space. Furthermore, we do not have insight into the size of the storage unit you selected, and if the unit was insufficient to accommodate your belongings, unfortunately, that falls outside our scope of control. It is always recommended to ensure that your selected storage space aligns with the volume of items being moved to prevent any space-related issues upon delivery.
  At iMoving, our primary role is to facilitate the booking process and connect customers with licensed and vetted moving companies. The price you were quoted was based on the inventory and services listed in your contract, and despite adjustments made to accommodate your specialized item (the grandfather clock), your final price remained unchanged. The services you booked were fulfilled accordingly.
  If you had concerns regarding how the movers handled your items, we encourage you to share your feedback directly on their review platform, as they are responsible for executing the move itself. While we certainly understand your frustration, it is important to clarify that iMoving does not physically perform the moving services and is not responsible for the operational quality of the carrier.
  We also want to be transparent about our policy regarding liability. iMoving is not accountable for damages, delays, or service quality issues related to the moving company. However, we want to ensure you have access to the proper channels to address any valid claims. If you believe you have grounds for compensation due to damages, delays, or service-related concerns, we are happy to provide you with a claims form. This is the appropriate legal process for resolving such matters, and we encourage you to utilize this option if necessary.
  Please let us know how you would like to proceed, and we will gladly assist you within our capacity.

• Initial Complaint

  Date:01/29/2025

  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 booked moving services through Imoving **** I went through my inventory list 5 times with this company indicating which items needed to be packed and what was already packed. I was told multiple times that everything was included in the price and was guaranteed that there would be no additional charges. Even when I went through the quote the last time, I detailed, again, what items needed packing. When they resent the adjusted contract, items were duplicated yet price stayed the same. I called multiple people over 10 times and no one would pick up the phone. Even when I talked to the manager, *****, I was told to not worry about it and that it was included in the price and it was binding and I wouldn't be charged more. Once the actual movers arrived, they chose to pack things differently and said that there would be additional charges for packing for the items I had already told the company about. In the middle of the moving, I was called by Imoving telling me there would be an additional charge of $2,097 and I had to pay immediately or they would not complete my move. In addition to that, they would never tell me who the actual mover was so I could get moving insurance. By the time I got the information from them after asking for over a week, it was too late to get the insurance except from the mover on the day of the move who quoted me $18,000 to insure my items. The movers, **********************,have already broken my china cabinet during packing. I tried to call Imoving and left a message about this but no one will return my ********, I am out for over $9,000 when we committed to a price of approximately $7,900 and broken items. There is no telling if I will ever see my items again or, if I do, what condition they will be plus not being credited for the broken china cabinet. This company told me my price was binding and told me they cannot upcharge me yet they did.

  

  Business Response

  Date: 01/30/2025

  Thank you for your feedback. At iMoving, we prioritize transparency and customer satisfaction, and were sorry to hear that you are unhappy with your experience.
  
  We want to clarify that our guaranteed pricing is based on the inventory and services provided at the time of booking. To ensure accuracy, we conduct a quality assurance call before the move to confirm all details and avoid any surprises on moving day. If additional items or services are presented that were not included in the original inventory, we always inform customers of any extra charges before proceeding, allowing you to decide how to proceed.
  
  Additionally, we have records confirming that you were informed every mover carries standard liability insurance, which is industry standard. You also had the option to purchase full-value protection through your mover when you spoke directly with a manager but inquired about this only two days before your move date. As a booking platform, iMoving is not liable for damages, delays, or the quality of service provided by the moving company.
  
  Your move was just picked up yesterday, and delivery has not yet taken place. At this stage, the proper way to seek compensation for any damages, delays, or service concerns is by submitting a claims form, which we are happy to assist with. However, we cannot issue a refund greater than the amount paid for your move, especially since it has not yet been completed. The movers worked hard and even performed extra work that has yet to be compensated. Despite this, you chose to leave negative reviews on ****** and BBB before the move was finished, which is disappointing.
  
  We encourage open communication and are happy to address any concerns through the proper channels. If you would like to proceed with a claim, please let us know so we can guide you through the process.

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22872580
  
  I am rejecting this response because:

   

  Every time I told them that their inventory list was wrong, I was told "Don't worry about it.  It will be included."  I also was told that when I requested packing for many items, I was told that it was included in the quote.  I called multiple times to verify and they continuously reassured me that the quote was accurate and that there would be no additional costs.  It was frustrating because they would not make changes to the quote and was told by the "manager", *****, that they wouldn't charge me extra for the items I highlighted in our conversations and was, once again, told to "not worry about it".  For an individual who was trying to get accurate pricing, they scammed me into believing them when they told me there would absolutely no extra fees.  Then, the mover comes, and tells me none of it is included.  There is a major disconnect between Imoving and the actual mover.  They convince you that it will be "taken care of" and it never was, no matter how many times I called to address the discrepancies.   This went on for a week and a half until it was too late to get an alternate mover.  They scam you into believing that their price is fixed, no matter how many times you address the discrepancies in the quote.  It was extremely frustrating and cost me over $2,000 more than they guaranteed.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:01/20/2025

  Type:Order 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.

  This is a deceitful and unreliable moving company. iMoving has poor coordination, collaboration, and communication that will make your move stressful and complicated as a customer.On Dec 28th, I informed the movers that I need reasonable notice to reserve a service elevator during the drop off day/time. On January 10th, I wrote an email to iMoving through their website stating that I require reasonable notice before arrival owing to building rules when it comes to service elevators. Instead of working with me, they contacted me on a Sunday afternoon during a federal holiday weekend, providing no alternatives or ********** add salt to the injury, no one will respond to my emails as a client (yet they will respond to ****** reviews!) despite the fact that they claim to be available 24/7. iMoving will essentially take your money and do nothing if any issues arise with the third party.I will contesting this with my credit card because no one from iMoving can help me schedule a move during a time that I won't be fined by my building's management.

  

  Business Response

  Date: 01/20/2025

  We are truly sorry to hear about your concerns and regret any inconvenience or frustration this situation may have caused. At iMoving, our priority is to provide a smooth and transparent moving experience for every customer, and we sincerely apologize if this has not met your expectations.
  As part of our process, movers typically reach out to customers the day before delivery to confirm availability. This step is essential to ensure a seamless delivery experience and to help prevent unnecessary redelivery fees. After thoroughly reviewing your contract, we did not find any noted restrictions or indications of limited availability. Based on this information, our team proceeded under the understanding that you would be available during the agreed-upon delivery window.
  That said, we completely understand that unforeseen circumstances can arise. Please rest assured that we are working closely with the carrier to explore possible adjustments to their schedule to better accommodate your needs. While we remain committed to resolving this matter promptly, its important to note that any redelivery or storage fees may apply if delivery cannot be completed due to unavailability.
  We truly appreciate your patience and understanding as we work through this with you. Our goal remains to complete your move as efficiently as possible. If you have any further questions, concerns, or additional information to share, please dont hesitate to reach out. We are here to help and will keep you updated every step of the way.

  Customer Answer

  Date: 02/05/2025

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

• Initial Complaint

  Date:01/08/2025

  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.

  I would like to express my concerns regarding my order: 215230/2. I completed my assurance call a week prior to the scheduled pickup and paid for same-day service on January 1, 2025, amounting to $143.53. However, I was informed on December 31, 2024, that Imoving was unable to locate a team for my move. Additionally, I have been charged for the inventory of boxes, totaling $189. The rescheduling of my pickup to January 2, 2025, has incurred further ******** I completed my walkthrough for the lease, I was required to pay for two additional days at the pickup location, which amounted to $110.33. Furthermore, I had already paid for a hotel following my moving pickup, which cost $114. I also had to request assistance from a friend in upstate ******** to stay at my pickup location, as I had booked airfare to depart on January 2, 2025. These issues have caused significant inconvenience of lost funds.

  

  Business Response

  Date: 01/23/2025

  Thank you for sharing your feedback regarding your recent move with iMoving. We genuinely value the opportunity to serve you and want to address your concerns with clarity and understanding.
  At iMoving, we provide guaranteed pricing based on the inventory and services outlined during the booking process. This allows us to offer transparent quotes and ensure no unexpected charges, provided the information supplied is accurate. When additional inventory or services are requested on the day of the move, these adjustments may result in additional costs, as they fall outside the original agreement.
  Regarding the movers request for an additional day to complete your move, we understand that this may have been an inconvenience. However, your agreement to this adjustment was made directly with the movers to ensure your belongings were handled with care. We are not liable for any arrangements made outside of our scope of services, such as your decision to hire a friend to oversee the move on your behalf.
  As for the additional days you stayed at your pickup location due to a lease walkthrough or the hotel expenses following your move, these circumstances, while unfortunate, are unrelated to our services. iMoving is committed to facilitating a seamless moving process based on the agreed inventory and schedule, but factors beyond our control, such as personal logistics or unrelated third-party agreements, do not fall under our responsibility.
  We appreciate your understanding and encourage you to reach out to our customer service team if you would like to discuss this further. While we cannot offer compensation for matters outside our responsibility, we are here to listen and assist with any remaining concerns about your experience.

  Customer Answer

  Date: 01/24/2025

  Once receiving my items, my TV was damaged 

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22787577
  
  I am rejecting this response because: I paid for a service specific day you offer that was not fulfilled, furthermore without you withholding your services have cost me logistics disturbance and misery. As well product that I would not need for move with your representative with an assurance call. The chargers for unnecessary inventory as you can see on movers inventory list. As I paid for my own TV boxes that movers imoving provided damaged 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 01/29/2025

  Thank you for sharing your feedback about your recent move with iMoving. We truly appreciate the opportunity to serve you and want to address your concerns with transparency and understanding.
  At iMoving, we provide guaranteed pricing based on the inventory and services outlined at the time of booking. This ensures clear, upfront pricing with no unexpected charges, as long as the provided information remains accurate. However, any additional inventory or services requested on moving day may result in extra costs, as they extend beyond the original agreement.
  Regarding the movers request for an additional day to complete your move, we understand that this may have been an inconvenience. Your agreement with the movers for this adjustment was made directly to ensure your belongings were handled with care. Any arrangements made outside of our scope of servicessuch as your decision to hire a friend to oversee the moveare beyond our responsibility.
  We also understand that your extended stay at your pickup location for a lease walkthrough and any hotel expenses following your move were frustrating. While we empathize with the situation, these circumstances were independent of our services. iMoving is committed to facilitating a seamless moving experience based on the agreed-upon inventory and schedule, but personal logistics and third-party agreements fall outside our control.
  We appreciate your understanding and encourage you to reach out to our customer service team if you would like to discuss your concerns further. While we are unable to offer compensation for matters beyond our responsibility, we are here to listen and assist in any way we can.

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22787577
  
  I am rejecting this response because: within the inventory sheet from the provided movers there is no boxes within inventory. As well, imovers assurance *** adjusted inventory boxes and shows only 13 boxes($212.89) being moved and the sheet reflects 12 items being moved. The extra pricing of items I don't have doesn't reflect my inventory and being charged for inventory I don't have. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 01/31/2025

  To address any specific damages, delays, or quality issues you may have experienced, weve provided a claims form as this is the legal channel for compensation in such cases. Please complete and submit the form so the matter can be reviewed appropriately.
  As a booking agent, we are not directly liable for damages, delays, or service quality, but we deeply regret any inconvenience caused during your move. Your experience matters to us, and we are committed to facilitating resolution wherever possible.
  Please let us know if you need any assistance with the claims process or have further questions.e...

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22787577
  
  I am rejecting this response because: Imoving offer me $80 for a broken 50 inch UHDTV, charge me $212 for boxes that not withing my inventory, Paid for exact day pick up (Jan 1) pick up was Jan 2. And Dodging my follow-up questions I asking for fair amount from your provided movers that has damaged my items if not I will have to move forward legally.
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 02/10/2025

  I have attempted to contact imoving rep ******************** Chief operating of concerns via Email/Phone since 1/15/25 and have not receive any response.

• Initial Complaint

  Date:01/08/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  iMoving was supposed to:1.move me on one of three days, 19th 20th of December; that did not happen 2.they promised professional, high-quality movers; that did not happen;a.unmarked truck with hole in roof b.didnt have either of destination addresses c.didnt have adequate number of movers to complete job d.didnt have all the proper items to do packing and move e.didnt put items where they were supposed to go f.items missing g.items damaged h.items left behind at duplex (moved from)i.was not able to fit my one 2 BR apartment into 26 ft truck i.moved two 2BR houses in 26 ft truck in March 2024 j.checked reviews for Moving Marnoh; yelp score of 1.4 & ****** 3.2 i.not what I would call professional or high-quality ii.didnt know moving company assigned until well after the 24 hour no penalty refund 3.told by **** and **** (iMoving employees) I would be unpacked; did not happen 4.told beds would be reassembled; did not happen 5.told I would not be charged for boxes I didnt use; I WAS charged for all boxes and I used NONE 6.told I would receive a call before payment processed; that DID NOT happen I did not receive any calls from iMoving until I did a chargeback for the $2607.61, one of the two charges. At this point and as I told **** in a text message, I will only correspond with iMoving in writing. iMoving absolutely did not fulfill the agreement that was made with me for my move.

  

  Business Response

  Date: 01/08/2025

  Thank you for taking the time to share your feedback with us. We sincerely appreciate your input and want to assure you that we take your concerns seriously.
  As a third-party marketplace, iMoving connects customers with licensed and vetted moving companies. While we work hard to ensure a smooth process, we are not directly liable for damages, delays, or the quality of service provided by the movers. Additionally, as is standard in the transportation industry, time guarantees cannot be made due to the unpredictable nature of logistics.
  Wed like to address the specific concerns you raised:
  Number of Movers: The assignment of movers is managed by the moving company and is not specified in the contract.
  Address Information: Movers receive all necessary contact and address details via their dashboard 48 hours prior to the move. If they requested your address again, it was likely for convenience.
  Breaks: Movers are entitled to take breaks, including for meals, as part of their work conditions.
  Packing Materials: While movers brought materials, including newspapers, if these were insufficient, we encourage customers to contact us immediately for resolution.
  Item Staging: Staging items is not included in standard moving services unless specifically arranged in advance.
  Missing Items: If items are missing, we are happy to provide you with a claims form to help address and seek compensation for losses.
  Truck Size: Your contract is based on a guaranteed price tied to the inventory and services you provided. If additional items beyond the inventory were transported, the movers exceeded the agreed scope of work without charging you extra, which reflects their effort to accommodate your needs.
  Regarding mover ratings, we maintain a transparent review system. Ratings can evolve based on customer feedback, as outlined in our terms and conditions, which also clarify that iMoving serves as a booking agent, not the moving company itself.
  We are conducting a full investigation into your concerns and will share any additional findings. Since youve initiated a chargeback, we will provide the required documentation to confirm that the agreed services were rendered.
  Thank you for your patience and understanding as we work through this matter. Please dont hesitate to reach out if you have further questions or need assistance.

  Customer Answer

  Date: 01/18/2025

   
  Complaint: 22785656
  
  I am rejecting this response because:  They have done nothing but make excuses! 

  Please see my responses(>>>) below after each paragraph.

  MESSAGE FROM BUSINESS:
  
  Thank you for taking the time to share your feedback with us. We sincerely appreciate your input and want to assure you that we take your concerns seriously. As a third-party marketplace, iMoving connects customers with licensed and vetted moving companies. While we work hard to ensure a smooth process, we are not directly liable for damages, delays, or the quality of service provided by the movers. Additionally, as is standard in the transportation industry, time guarantees cannot be made due to the unpredictable nature of logistics.
  

  >>>>I was told by iMoving [their] employee , **** ******, that they only use reputable professionals; also, that I would receive a call from iMoving after the move to ensure things went smoothly BEFORE payments were processed; That absolutely DID NOT happen. As for the time guarantee,I was told, again by ********* employee, **** ****** that is would be one of three days. He did NOT mention possible changes to dates of move; also, when looking at the invoice, I see they have charged me for Last Minute fee $150,Change Move Date $200 , and Exact Date $150, total of $500. This most definitely was NOT disclosed to me, not to mention, the agreement, made by iMoving employee was that I would get a discount for allowing for a 3 day window of when my move might happen. It was the moving companys fault it did not happen on one of the three days promised.
  
  Wed like to address the specific concerns you raised:
  Number of Movers: The assignment of movers is managed by the moving company and is not specified in the contract.
  Address Information: Movers receive all necessary contact and address details via their dashboard 48 hours prior to the move. If they requested your address again, it was likely for convenience.
  

  >>>Movers told me they DID NOT have either of the destination address.
  
  Breaks: Movers are entitled to take breaks, including for meals, as part of their work conditions.
  >>>Not saying they couldnt take breaks, just would have been the right thing to do to tell as they had a lot of my personal belongs in their care.
  
  Packing Materials: While movers brought materials, including newspapers, if these were insufficient, we encourage customers to contact us immediately for resolution.
  

  >>>In the many, many, times Ive been moved by professionals, Ive never seen any show up with newspapers. And that was NOT my biggest concern, it was that I was charged $500 for boxes which I absolutely DID NOT USE. And, I was told by ****, that I would not be charged for boxes I didnt use; the movers told me I DID NOT use any of their boxes and would be refunded. I WAS STILL CHARGED!
  Item Staging: Staging items is not included in standard moving services unless specifically arranged in advance.
  

  >>>IT MOST DEFINITELY WAS PROMISED BY BOTH **** AND ****. And at a cost of $1,916.46. **** had told me that due to all the problems of the move not happening when it was supposed, I WOULD NOT be charged for packing and unpacking. I was NOT ONLY charged, they DID NOT UNPACK ME!!
  
  Missing Items: If items are missing, we are happy to provide you with a claims form to help address and seek compensation for losses.
  

  >>>Which requires more of my time and still have not been able to go through all the boxes and determine full extent of damage.Some of my items are in storage and I am medically prevented from driving so, I cant even go through those things. Also, insurance will probably need receipts,I do not have receipts for items gifted or purchase some 30 years ago. And the time and effort required to fill out claims because the moving company YOU provided mad such a mess of my things!!!!
  
  Truck Size: Your contract is based on a guaranteed price tied to the inventory and services you provided. If additional items beyond the inventory were transported, the movers exceeded the agreed scope of work without charging you extra, which reflects their effort to accommodate your needs.
  

  >>>SERIOUSLY, **** asked me about all my items; when quality person followed up with me the next week, I advised him I had forgotten a few things, so he added to list. It is YOUR job as someone selling moving services, based on the very accurate information I provided, to ensure I am accommodated with the proper size truck to get my items to their destinations.
  
  Regarding mover ratings, we maintain a transparent review system. Ratings can evolve based on customer feedback, as outlined in our terms and conditions,which also clarify that iMoving serves as a booking agent, not the moving company itself.
  

  >>>And yet you dont inform customer of moving company until they are well inside of penalty phase??!! I was told BY YOUR employee, iMoving only provides reputable professionalsl; not my experience!
  
  We are conducting a full investigation into your concerns and will share any additional findings. Since youve initiated a chargeback, we will provide the required documentation to confirm that the agreed services were rendered.
  

  >>>MOST DEFINITELY, ABSOLUTELY DID NOT RECEIVE SERVICES PROMISED BY IMOVING! I seriously question your business practices as it would seem you are not willing to take responsibility for promises made by YOUR company but NOT delivered!
  
  Thank you for your patience and understanding as we work through this matter.Please dont hesitate to reach out if you have further questions or need assistance.
  

  >>>My patience with this whole situation is wearing very thin. The time and energy and extra money I have and will have to spend to make right on what was promised but not done by your company. And then there is not only the physical toll, as I am a 100% disabled veteran and very limited in my physicality. Then the stress and frustration and emotional toll of having to deal with all this! Stress triggers my service-connected disabilities and it has been exceptionally hard on me!! And having to go through all THIS is causing me much more grief and stress! I have medical appointments I need to go to and really do not have a lot of time to be dealing with this very stressful situation!!!

  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 01/20/2025

  We value every customers experience and want to address your concerns thoroughly.
  
  As a third-party marketplace, iMoving connects customers with licensed and vetted moving companies. Each moving company on our platform carries liability insurance, which legally compensates damages at $0.60 per pound per article, in accordance with industry standards. Compensation for damages, delays, or service quality must follow the claims process outlined by law, and this is the only legal means for addressing such issues.
  
  We want to assure you that everything we are addressing here is 100% accurate and reflects how iMoving operates. We take pride in being completely transparent in our processes, terms, and policies to ensure a clear understanding of our role and services.
  
  Regarding your specific concerns:
  
  Number of Movers: The number of movers assigned to your job is determined by the moving company, and this was not specified in your contract.
  Address Information: Your move details were provided to the movers 48 hours in advance. Any additional requests for confirmation may have been for convenience.
  Breaks: Movers are entitled to take reasonable breaks, including for meals, without notifying the customer.
  Packing Materials: While the movers supplied the necessary packing materials, including newspapers, any issues with materials should have been reported to iMoving immediately.
  Item Staging: Staging items is not included in standard services unless explicitly arranged beforehand.
  Truck Size: Pricing is based on the inventory you provided. If additional items were transported, this exceeded the original scope without additional charges being applied.
  Additionally, we must clarify that the moving company fulfilled all the obligations outlined in your contract. Unfortunately, we cannot base decisions on verbal representations made during the sales call; we must adhere to the agreed-upon contract and services paid for.
  
  To address a further concern about the claims process: You are not required to provide receipts for items that were gifted or purchased many years ago. The claims process does not operate on proof of original purchase but rather on the items weight and the standard liability coverage as outlined by law.
  
  While we understand your frustration, we feel it is important to address that your repeated statements about being a disabled veteran and the emotional toll of this move come across as an attempt to take advantage of both the movers and iMoving by seeking to get the move completed for free. This perception is reinforced by your actions, as we have observed that you have taken steps to tarnish our reputation across multiple platforms, despite the fact that we have gone above and beyond to fulfill the terms of your contract and address your concerns.
  
  We provided you with a claims form to ensure any damages or losses are addressed through the proper legal channels. Despite this, you initiated a chargeback and have made statements that misrepresent iMovings role and operations.
  
  As your booking agent, our role is to facilitate moves by connecting you with reliable, licensed movers while clearly outlining the terms and limitations of our services. We remain committed to resolving this matter fairly and will submit all necessary documentation regarding your chargeback, including the signed delivery form, completed contract, and proof of services rendered.

  Customer Answer

  Date: 01/30/2025

  I thought I had 10 calendar to respond?!?! The 10 day from the 20th! So, the business determines when my complaint is closed?? They DID NOT provide goods and services agreed upon and still want to be paid in full! That does NOT sound legal, moral or just!! 

  Here is my response to business' last lame excuses: Please see attached document! And PLEASE reopen my claim.

   

  

  Business Response

  Date: 01/31/2025

  As a third-party marketplace, iMoving connects customers with licensed and vetted moving companies. While we facilitate the booking process, we are not directly responsible for damages, delays, or the service quality provided by the movers. Additionally, time guarantees are not feasible in the transportation industry due to various logistical factors outside our control.
  Addressing Your Concerns:
  Number of Movers: The moving company determines the number of movers based on their operational requirements. This is not specified in your contract with iMoving.
  Address Information: The necessary address details were provided to the movers 48 hours before your move. Any additional requests from the movers would have been for their convenience.
  Mover Breaks: Movers are entitled to take breaks, including meal breaks, at their discretion and are not required to notify the customer.
  Packing Materials: The movers supplied packing materials, including newspapers where applicable. Any issues regarding materials should have been reported to iMoving immediately for resolution.
  Item Staging: Standard moving services do not include staging items in specific locations unless explicitly arranged beforehand.
  Truck Size & Inventory: The price for your move was based on the inventory you provided. If additional items were transported beyond what was listed, this exceeded the agreed scope of service but was accommodated without extra charges.
  We have fulfilled all our obligations in accordance with our policies and terms of service. Additionally, we provided you with a claims form to address any damages or losses through the proper legal process. However, instead of following this standard procedure, you chose to initiate a chargeback and have made statements that misrepresent our operations and negatively impact our reputation.
  As a booking platform, iMovings role is to facilitate the connection between customers and movers, and our terms clearly outline these responsibilities and limitations. While we always strive to assist our customers, it is important to clarify that the concerns you raised do not reflect a failure on our part.
  We remain committed to resolving this matter professionally. We will be submitting all required documentation in response to your chargeback, including the signed delivery form, the completed contract, and proof that services were rendered as agreed.
  Should you wish to continue addressing your concerns through the appropriate channels, we encourage you to proceed with the claims process we previously provided.

  Customer Answer

  Date: 02/09/2025

   
  Complaint: 22785656
  

  I am rejecting this response because: I don't feel they have resolved this matter.

  
  The only statements I made were my experience of iMoving and how I was promised by iMoving employees certain things that did not take happen.And I do feel my concerns reflect a failure on iMoving part as I was advised of certain things by iMoving employees that did not happen. Firstly, **** *******,iMoving employee, absolutely said to me on the sales call that after the movers completed the move, iMoving would call to ensure that move was done to my satisfaction.And that most definitely did not happen! And ****** from Moving Mornah told me I would be refunded for the boxes because they only used the boxes I provided.
  As for completed contract and proof of services rendered,what is the proof that services offered were actually provided? I would definitely want to see that proof. I absolutely did NOT sign anything after the move because I was so upset about how wrong things had gone when, again, I was promised by iMoving employees a stress-free moving experience from a vetted,professional mover on one of 3 days and certain services and this move has been mega stressful with exceptionally unprofessional movers, and didnt happen on the days agreed upon, and Im still trying to recover.
  Will the claim reimburse me for the boxes not used and for being told movers would unpack me when they most definitely did not?
  I merely want to be reimbursed for the for the goods and services I did NOT receive. I would like the be reimbursed for $859.39 for boxes I didnt use; half of the Packing/Unpacking fee $958.23 ($1916.46/2); $200 for the Change Move Date fee, because I DID NOT change the date and $150 Exact Date fee because there WAS NO exact date and it didnt even happen on one of the 3 day, I was told by iMoving it would happen. The date change was done by Moving Mornah and iMoving.
  Please refund me $1326.92, that is (859.39+958.23+200+150)*61%(overall percentage of discount applied.)
  How long would I have to file claim on missing and broken items? As I have still not been able to fully assess missing and broken items. 
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 02/12/2025

  As a third-party marketplace, iMoving connects customers with licensed and vetted moving companies. While we facilitate these bookings, we are not directly responsible for damages, delays, or the quality of service provided by the movers. Additionally, like most transportation businesses, we cannot guarantee exact timing due to the unpredictable nature of logistics.
  Regarding your specific concerns:
  Number of Movers: The assigned crew size is determined by the moving company and is not specified in the contract.
  Address Information: Movers have access to all necessary details in their dashboard 48 hours before the move. If they requested your address again, it was likely for convenience.
  Breaks: Movers are entitled to take breaks, including lunch, without prior notice.
  Packing Materials: If additional materials were needed, we encourage customers to contact us immediately so we can assist. In your case, the movers did bring materials, even if some included newspapers.
  Item Staging: Staging items is not a standard service unless explicitly arranged beforehand.
  Missing Items: The official claims form was sent to you, which is the proper legal process to seek compensation for any lost or damaged items.
  Regarding your truck size concern, your contract was based on a guaranteed price tied to the inventory and services you provided. If additional items were transported beyond the agreed list, the movers accommodated you at no extra charge.
  We also want to address the broader context of your complaint. You have already initiated a chargeback, which resulted in a refund. Despite this, you have publicly damaged our reputation across multiple platforms and have threatened legal action, even though we have acted in full compliance with our policies to ensure you were compensated appropriately.
  We take customer concerns seriously and have done everything within our power to address your situation fairly and legally. As you have pursued a chargeback, we will provide the necessary documentation to confirm that the agreed services were rendered.
  If you have any further questions or require clarification, please let us know.

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22785656
  
  I am rejecting this response because: I requested a fair and equitable resolution. I merely want to be refunded for goods and service iMoving sold me but were not provided by company they "vetted" and their response is merely a regurgitation of previous responses. They don't even answer questions asked within my response! 

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:12/12/2024

  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.

  Under no circumstances should you use this company. My mother-in-law arranged for them to move her from ** to **. She paid extra money to have a guaranteed day and time. The ***** BEFORE her scheduled move they called her to inform her that they could not do the move as planned because she was too close to the Mexican border. (Of note, she was over 100 miles from the border and they knew this when they agreed to her move). They gave her a new window which was 3 weeks later! Then, they demanded $787 more to complete the move. Do not use this company. They never refunded her the fee she paid lock in the original date which was not honored. They never sent a claims email for us to file a complaint (to recoup money as she was paying rent in a place that she could not live in because her stuff was in a different state.) Nor was there any consideration for the emotional stress caused by having a last minute change to a large cross country move. Their customer service is abysmal. Ive called and left messages countless times and no one ever calls me or my mother-in-law back. She paid $2275.27 initially (including $186 for a guaranteed date/time for the move). They charged her an additional $787 after they could not complete the first move date. I would like the company to refund my mother-in-law the $186 she paid for the guaranteed date/time. I would like them to pay her the $500 for prorated rent/utilities as she could not live in her apartment. I would like the company to refund the $787 hostage money that they forced my mother-in-law to pay to actually receive her belongings.

  

  Business Response

  Date: 12/16/2024

  It is disheartening to see attempts to tarnish our reputation, despite the extensive efforts we made to assist this customer with their move. From the beginning, we maintained clear communication and provided multiple options to resolve the situation.
  When no moving company in our network accepted the route, we offered the customer a full refund as one solution. Alternatively, we proposed finding an outside company willing to service the route, with the understanding that it would not be at the same price since the customer had initially chosen the most affordable option from our marketplace. It's important to note that the prices listed on our platform are determined by the moving companies themselves, based on their tariffsnot by iMoving.
  We provided daily updates, as requested by the customer, while exploring various options. We even gave the customer the opportunity to seek an alternative moving company independently, with the assurance that we would issue a full refund if they found one before we did. Ultimately, we secured a company to complete the move at a discounted price and went a step further by covering part of the cost ourselves as a gesture of goodwill. The customer agreed to use this company and paid the additional amount directly to the mover, as it was based on the new companys pricing.
  It is also critical to understand that iMoving operates as a third-party marketplace and booking agent, connecting carriers and shippers. As such, we are not liable for damages, delays, or the quality of service provided by the moving company. Our role is to facilitate and support the process, which we did in this instance to the best of our ability.

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22678226
  
  I am rejecting this response because:

  What they say is not true.
  
  1. At no point in time from when they accepted my mother-in-laws move to the night they canceled the move did they express concern regarding her address. In fact, they gladly took her money to guarantee her a date and time, which they have still not refunded.

  2. They did not provide daily updates. My mother-in-law and I had to literally call every single number we could find multiple times for them to tell us anything.

  3. On the day that my mother-in-law was supposed to be moving (all of her stuff was packed and ready to go) they let me know they would be willing to cancel the move for us to find someone else to do the move. My mother-in-law is on a fixed income, is 71 years old, and has significant health concerns. All of her stuff was packed up and her utilities were turned off and they think its acceptable to say, you can find a new mover!

  4. We were left with no choice but to pay the additional fee ($787) to actually get my mother-in-law her belongings.

  I sincerely hope this company does the honorable thing in refunding my mother-in-law the $186 guaranteed move day/time, the $787 additional fee, and the $500 prorated missed rent due to this companys inability to move her belongings on the timeline that was promised when they initially accepted her move.

  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 12/17/2024

  We would like to clarify that your statements are incorrect. We maintain detailed records of all communications with your mother-in-law, including calls, texts, and emails.
  To address your concerns:
  No Guarantees on Date or Time: As outlined in our contracts, we do not guarantee specific dates or times for moves. This is standard practice in the transportation industry due to the nature of logistics and unforeseen delays.
  Refund Policy: The services were rendered as agreed. Prior to the move, we clearly communicated all options to your mother-in-law, and she confirmed proceeding with us because it was challenging to secure another moving company for her needs. Additionally, we offered a full refund should she have chosen to cancel and go with a different provider, as per our policy for moves that do not occur.
  Third-Party Fees: The additional fee you are referencing comes directly from the carrier, not iMoving. As a third-party booking platform, we facilitate connections between customers and vetted carriers but are not the moving company ourselves.
  Prorated Rent: iMoving has no involvement or liability regarding prorated rent or other costs outside the agreed moving services.
  We stand by the services provided and our transparent communication throughout this process. Unfortunately, no refund will be issued as the contract terms were upheld, and the services were ************ why here...

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22678226
  
  I am rejecting this response because:

  You are lying. 
  

  Please refund my mother-in-law the $186 fee that you charged her for a guarantee move date. If you cannot promise a move date and time, why was she charged this? 
  

  Im willing to forgo the $787 hostage fee as you are not an honorable company. 
  

  Please refund my mother-in-law the $186 fee for a guaranteed date/time of the move since this was not a service provided. Additionally, please refund her $500 since she was unable to live in her apartment for 11 days because of your failure to secure a moving company. Her address was known at the time you agreed to her move. You didnt inform her that the move wasnt happening until the day before. Of course she couldnt find another moving company. Her utilities were turned off and she was all packed as she expected to be moving!
  
  Sincerely,
  
  **** *****