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:03/12/2024

  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.

  We were moving out of state and had a scheduled pick-up date of Jan 18th & when we arranged this move we were advised that anything the drivers had to disassemble, that they would reassemble at the time of delivery! Family Moving( company Moving Apt hired to do the move showed up).Also we had a filled up an entire truck at the time of delivery and our belongings were to be delivered in the same truck. We packed up everything ourselves in boxes and taped it all up minus some items that were too big to box up. Drivers dissembled those items, wrapped them up & boxed them up themselves. Drivers asked us when we wanted delivery, we stated ****, and they said they would call 48 prior to delivery. It does NOT take 7 days to get to Georgia as my ************* have done the drive many *********** 14hrs at the most from **. Delivery was scheduled for Jan 24th, company called the day before for a 7am time, they didnt show up until 9:30 and only 2 drivers showed up! 6 came to do the pickup but only 2 showed up for the delivery & both did NOT speak English. So not only were there not enough delivery guys but we couldnt communicate with them. As I stated before, we filled up the entire truck at pickup, but they mustve unloaded the truck & reloaded it to another truck so when they arrived, they had to unload someone elses belonging into our garage to get our stuff out. They were unable to assemble any of the items that were dissembled at the time of pickup. For most of the delivery times, one of the drivers was on the phone in turn not helping his partner out. They were here until 5:30 pm!!! On top of that they forgot some of our items from the inventory list. Before they got done with delivery, the drivers mustve gotten into a disagreement or argument because their boss fired one of them on the spot and called the police to our place of residence! How embarrassing. Filed a ************* 3rd party company offered us $85, how ridiculous is that? We had many items broken!

  Business Response

  Date: 03/15/2024

  Moving APT has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and appreciated.
  
  Please note that Moving APT was the customer`s booking agent. The customer`s goods were picked up and transported under the operating authority of the customer`s ********************** company, Family Moving, whom the customer`s ********************** contract was with. That said, we are always here to assist customers and mediate between them and their carrier whenever necessary.

  Upon review, the customer neither had an exclusive truck nor had a straight delivery included in their agreement. Upon booking, the customer chose not to pay the additional fee for an exclusive truck or straight delivery, therefore Family Moving would not have gone straight to delivery after pickup, as this was not a straight delivery move. Straight delivery moves are additional. On the contrary, based on the services that the customer booked, it was included and stated in the customer's agreement that Family ********************** had up to 14 Business Days beginning from the customer's First Available Delivery Date to complete delivery (which they completed in 4 business days), and it was also included and stated that Family Moving had the right to offload and reload to another truck for delivery.

  Moving APT was very sorry to hear that the customer experienced a damage in their move with Family Moving, and upon being notified of this, we immediately contacted the customer and offered to assist the customer with their claim through our own account with the *************** rather than the customer having to file through Family ********************** as it would normally be, since they advised that they were not happy with Family Moving. This was approved for the customer as a courtesy exception, and the customer was sent the Claims information to the ************** for them to be able to file through us. Additionally, we advised the customer to please let us know once the ************** finished processing their claim, and we would be happy to add a courtesy compensation to the customer's setltement amount for the customer's reassembly complaint, as an additional show of good faith from our part. Unfortunately, the customer has never gotten back to us after this. We are still happy to have the courtesy compensation from our part added to the customer's claim for them as we had previously offered. The customer may contact our *************************** at ************ or at ***************************************** for us to do so, and we would be happy to. Likewise, please feel free to contact our *************************** with any other questions.
  
  Thank you,
  
  Moving APT

• Initial Complaint

  Date:11/22/2023

  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.

  Pickup date was May 26, delivery **** 16.I was told my household goods would be loaded onto one truck and delivered in the same truck.I was told that the delivery date would be **** 18.I was told the pickup would be May 25 at 8:00am and the movers would have all of the required boxes and proper packing materials with them ad have enough movers to move the whole house.Reality: My goods were loaded onto a truck which drove to LA, was unloaded and loaded onto another truck and drove to *******. This truck was unloaded and loaded onto another truck.I was told on **** 12 there was a storage cost attached to the delivery as they couldn't deliver on **** 12 since I hadn't arrived in ******* area yet. They said there was a $1,600 charge that will have to be paid to the delivery driver for storage costs even though I was told that my delivery would be on **** 18.My pickup time was told to be May 25 at 8:00. The movers showed up on May 26 at 2:00 without packing supplies and only 2 guys showed up. They had to leave and pick up supplies form ********** delaying us another 1.5 hours. Two other guys showed up after that. The packing job was terrible and many things were broken.I tried using their claims department but the offered a ridiculously low amount that wouldn't cover the cost of repair.

  Business Response

  Date: 11/27/2023

  Moving APT has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and appreciated.
  
  Please note that Moving APT was the customer`s booking agent. The customer`s goods were picked up and transported under the operating authority of the customer`s ********************** company, Father and Son Moving, whom the customer`s ********************** contract was with. That said, we are always here to assist customers and mediate between them and their carrier whenever necessary.

  Attached we have included the customer's last signed Booking Agreement prior to their pickup for both your and the customer's reference. In reference to the customer's statement that they were told pickup would be 5/25, as shown on the first page of our attachment and marked for reference, the customer's agreement was based on a pickup window of 5/26 - 5/26, in which Father and Son Moving would be able to pick up the customer's goods either day, as long as they remained within the customer's window. In reference to the customer's statement that they were told delivery would be 6/18, as well as their statement regarding their storage fee, as also shown on the first page of our attachment and marked for reference, the customer signed their agreement to be available for delivery "Immediately." And as shown on the bottom of the third page of our attachment and marked for reference, the customer's estimated delivery time frame was **** business days based on their distance of ***** miles (first page of attachment). As the customer signed for being available for immediate delivery, this meant that Father and Son would be able to deliver the customer's goods any time between pickup and within 21 business days of pickup. The customer did not have a guaranteed delivery date of 6/18. They had a 21-business-day window for delivery, in which 6/12 fell within. Furthermore, as shown on the right column of the first page of our attachment and marked for reference, the customer received a discount of $4,063.40 for being available for immediate delivery and therefore not requiring storage. Hence, as the customer had already received a discount for not needing storage, upon now not being available to receive delivery until 6/18 and now needing storage until that date, Father and Son as a matter of course would charge a storage fee, as again, the customer had already received a discount for the contrary. Father and ***'s storage fee was in essense the customer returning a portion of the discount that they had received for not needing storage, as now they did require storage. And in reference to the customer's statement that they were told their goods would be loaded onto only one truck and delivered in the same truck, as shown on the bottom of the second page of our attachment and continued on the top of the third page, both sections marked for reference, the customer's agreement also stated that the customer's goods may be "offloaded and reloaded onto a different vehicle."

  Moving APT does apologize that the customer experienced damage in their move with their carrier, and upon being notified of this, we immediately contacted the customer in order to offer them our assistance with their claim through our own account with the *************** as a courtesy and show of good faith to the customer from our part, so we would be able to ensure that the customer was compensated. Unfortunately, we are not sure of what the customer is refererring to in their statement that someone's claims department has offered something ridiculously low to the customer, as this has not occurred with ******************. We are assuming that the customer filed a separte claim directly with their carrier and may be referring to something between them and their carrier? Because we have reached out to the *************** and they have confirmed that the customer has not completed submitting their claim through our account with the *************** which is what we had offered the customer. Therefore any amount that the customer may have received was not from ****************** or from Moving APT's ************** account. If the customer would like assistance with this, they may reach our *************************** at ************ or at ****************************************** and we would be happy to assist them with this matter and / or with anything else they may need.
  
  Thank you,
  
  Moving APT

• Initial Complaint

  Date:08/07/2023

  Type:Delivery 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 are still waiting for a our late delivery reimbursement from our moving broker APT Moving Services. APT contracted out a carrier, AMB Moving, who picked up our belongings on 5/8/23 in **. The delivery window began on 6/1/23 and ended, after 21 business days, on 6/30/23. Our things were finally delivered to **********, ** on 7/26/23, 26 days after the delivery window ended. We are entitled $20 a day reimbursement for every day past the delivery window. This should total $520 (26X$20). Apart from being 26 days over the stated window, this experience has caused us a new depth of anxiety and stress and we would like to compensated appropriately.

  Business Response

  Date: 08/09/2023

  Good morning, first, we would like to point out that this is the same move as Complaint ID ********. This is a duplicate complaint. Secondly, please note that the customer's delivery has now been completed, and Moving APT has already offered to assist the customer with their claim through our own account with the ************** as we had previously assured and has sent the customer the approval and Claims information for them to be able to file their claim (please see attached). Normally moving claims may take up to 120 days, however the customer's claim is also being expedited for them as a courtesy and should be processed within ***** days from the customer's submission. Again, please feel free to contact our *************************** at ************ or ***************************************** with any other questions.

  Thank you,

  Moving APT

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20431823
  
  I am rejecting this response because: We are still awaiting reimbursement and the oneness of this move/process has been on our shoulders. The Moving ************** has made the process cumbersome with many hoops to jump through and we are not confident that it will be fully resolved in a timely manner. We will accept the response once we have receive a fair reimbursement for the late delivery, our services unloaded the truck, damaged items, and time/stress this has caused us.
  
  We greatly appreciate the support of the BBB.
  

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

  Business Response

  Date: 08/10/2023

  Again, the customer has just recently begun the Claims process, and their claim will be processed within ***** days of submission. Thank you.

  Customer Answer

  Date: 08/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. This resolution will be satisfactory to me when the company reimburses us the proper amount in a timely manner for the late delivery, damaged items, and taxing stress/time expended on this 3 month ordeal following a cross-country move.
  
  *******************************

• Initial Complaint

  Date:07/30/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted with Moving APT to move my furniture and belonging from ******** to *******. The furniture was picked up on Saturday 27 May and the contract stipulates that it would be delivered within 22 business days. So far, Moving APT has failed not only to honor the contract but also to communicate with me on a timely basis. For several weeks, I have been told that the delivery would happen the following week, and it never did. In addition, Moving APT failed to provide the requested information, such as the inventory and the bill of lading. Hence the reason I am filing this complaint.

  Business Response

  Date: 08/01/2023

  Moving APT has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure each customer knows their business is valued and appreciated.
  
  Please note that Moving APT was the customer`s booking agent. The customers goods were picked up and are being transported under the ********* of **** Friends Movers, who is the customer's ********************** company and whom the customers moving contract is with. **** Friends Movers would also be the company providing the customer with their Bill of Lading, not ******************, as **** Friends Movers is the interstate motor carrier. The customer's file shows that they did provide the customer with their Bill of Lading on 5/27/23, which the customer acknowledged and signed with them on the day of their pickup. Nonetheless, we are always here to assist customers and mediate between them and their carrier whenever necessary.
  
  We do apologize that the customer`s carrier has experienced a delay in the customer`s delivery. Rest assured that they have confirmed the goods are already in transit. Our ************************ is currently working on this for the customer and following up with them and their carrier to ensure that the customer`s delivery is completed as soon as possible. Furthermore, Moving APT has already offered to compensate the customer ourselves for any delay past their estimated time frame, as a courtesy from our part, in the event that **** Friends Movers does not do so. In the meantime, please feel free to contact our *************************** at ************ or ***************************************** with any further questions.
  
  Thank you,
  

  Moving APT

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20398190
  
  I am rejecting this response because:

  I contracted with Moving APT and I have no paperwork of contracting with anybody else. Since 26 July, I have been asking *************************** to provide that paperwork, but he has so far failed to do so (I have evidence but I cannot upload it as the file is too large). I did sign documents and I am not saying these documents did not mention the carrier's name; I am saying that I never received the bill of lading nor any communication from the carrier. They did not even provide the inventory of what they picked up at my place. I have absolutely nothing and the carrier has been most unhelpful, never honoring its promise to call me back. As I contracted with Moving APT, I continue to believe they should be help responsible and accountable as they contracted the carrier, not me. They have broken the contractual agreement of delivering my belongings within 22 business days, and they do not even know where these belongings are.

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

  Business Response

  Date: 08/08/2023

  Good afternoon, we have reached out to Good Friends Movers for the customer, and they have confirmed that they will be sending the customer copies of her paperwork with them as requested. Once again, all paperwork signed by the customer from their initial Booking Agreement emphasized that there were no guaranteed delivery dates and that customers would be compesated for any delay past their estimated time frame, which we have already confirmed that the customer will be. No contract has been broken. The customer's goods are in transit, and we see that our ************************ is following up with both the carrier and the customer to keep them updated on their delivery status.

  Thank you,

  Moving APT

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20398190
  
  I am rejecting this response because:

  Despite multiple promises and the response, I still have not received any of the paperwork.

  In addition, *************************** is unable to confirm that my furniture is in transit. He texted me today again that the carrier is non responsive.

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

• Initial Complaint

  Date:07/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For starters, APT used *************** tactics estimating a moving job. Convinced ** to use a full van (48 ft) costing several thousand dollars more but would easily accommodate our property. Because of 3 heavy items, a lift gate was required, along with loading assistance which I was required to provide and did (4 persons & a pallet ****** The move size ended up being substantially larger than their estimate - or the packers did a poor job. They then subcontracted the move to an unprofessional company, ****************, *********, **, and clearly did not convey details of move requirements. **************** showed up 4 hours late (July 15) with two small trucks, no lift gate. They proceeded loading, supposedly filled the two trucks. They could not / would not load the 3 heavy items then quickly departed for the delivery a few days later (July 18) minus some items listed on their Bill of Laden. I had to drive over 500 miles to meet the trucks as they refused to deliver later... Unloading was a fiasco with rude threatening demands from their home office requiring my summoning a Sheriff. Somehow, one of the trucks arrived having property which was not ours, hence it was not "full" at the time of our pick up, Movers damaged the hardwood flooring and refused to unpack / set up numerous items they had wrapped... as stated in the contract APT refuses to accept any responsibility and communication has been very poor, mostly "Passing the buck". APT's miscommunication, lies, delays in responding and selection of a most unprofessional mover caused our stress levels **************** abuse) to go to the **** raised havoc in logistics & has cost us substantial amounts of money. It is still unresolved, our property is split in different states.

  Business Response

  Date: 07/21/2023

  Moving APT has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.
  
  Please note that Moving APT was the customer`s booking agent. The customer`s goods were picked up and transported under the operating authority of the customer`s ********************** company, Movers *** Lines, whom the customer`s ********************** contract was with. That said, we are always here to assist customers and mediate between them and their carrier whenever necessary.
  
  Unfortunately, we are very much confused and unaware of the customer's false statements, regarding "refusing to take responsiblity" and "passing the buck," as the customer has at no point ever contacted our *************************** for assistance with filing a claim or for anything for that matter. Although claims must normally be filed through Movers *** Lines as per the customer's contract, ****************** would be happy to assist the customer with getting their claim filed through our own account with the ************** as a courtesy if the customer has not yet been assisted with this. The customer may contact our *************************** directly at ************ or at ****************************************** and we are glad to help.

  Thank you,

  Moving APT

  Customer Answer

  Date: 07/21/2023

   
  Complaint: 20355242
  
  I am rejecting this response because:

  1. They have not "Investigated" this.  Their response is 100% bogus.

  2. We did not select Movers *** Lines as the moving company... APT did, we had no say.  There were issues during moving day and we reached out to APT via text, email & phone with no connection for assistance.  APT provided Movers *** Lines with the Binding Moving Estimate showing extra charges for specific items which were not picked up, hence not delivered.  There were serious issues during "delivery day" and we tried reaching out to APT to help resolve...i.e. items on their Bill of Lading were not delivered, delivery team refused to unpack / set up items they had packed during pick-up.  Nothing from APT, see email below.

  3. We haven't made any false statements and have all pictures, emails & text's of a few weeks of direct communication.  Our summary report clearly reveals what took place.  Even yesterday, (****) I was told I'd be receiving a morning phone call from their customer service department.  When questioned after waiting several hours, they replied in an email they were too busy.  Here's that email;

  ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
  From: *************************** <***************************************************>
  To: *******************
  
  They may have been busy this morning and we apologize for the delay. I will remind the dispatch manager to call you about the new quote. I will also inform the customer service manager to reach out to you regarding your claim
  On Thu, Jul 20, 2023 at 2:10?PM ******************* wrote:
  
  I've been sitting by the phone since 8:00 this morning waiting for promised phone call.
  Why the delay?

  ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

  We were told by APT Move Coordinator (*********************) that the ************************ would be our point of contact from the time the driver left our home at origin.  Not ***************.  Hence we tried reaching out several times. 

  It is APT making the false statements.  Their response to BBB is additional harassment.   
  
  Sincerely,
  

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

• Initial Complaint

  Date:07/16/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Moving APT to move my apt. from ****************** ** to *************** *******. I had requested several quotes but the person name *** who took the call kept calling me over and over and pushing me to sign it that they had the best rates. He was a high pressure sales person and quoted me a very low quote which later turned out to be about $1000 more because he said the boxes would be the same price but I was charged for medium boxes as if they were very large boxes and he left furntirue out and later I was charged for it. He is a very dishonest person. He said he would be with me for the entire trip and any issues to call him. He never informed me that they subcontract with another company and store my furniture for up to 2-4 weeks when he promised 2-3 days to get to ************; After repeated calls when my furniture didn't arrived after two weeks he never returned my call and someone else called and said I had to deal with the subcontractors. This a very dishonest company and then when missing furniture was reported I was told I had to go to the Subcontractor. The main issue now is I have missing furniture that is worth several hundred dollars they offered me $50 which is unacceptable. Also, they delivered several boxes that do not belong to me address to another person and that person probably got my furniture and they don't care about getting it to the other person. If I have to file a small claims court case I will and will also let others know about how dishonest and deceptive this company is and others should stay away. I will also file with both states in ******* and *************.

  Business Response

  Date: 07/20/2023

  Moving APT has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.
  
  Please note that Moving APT was the customer`s booking agent. The customer`s goods were picked up and transported under the operating authority of the customer`s ********************** company, VDMD *** Lines Relocation, whom the customer`s ********************** contract was with. That said, we are always here to assist customers and mediate between them and their carrier whenever necessary.

  Unfortunately, the statements in this complaint are false. Per the customer's Booking Agreement and ********************** contract, the customer's ********************** company, VDMD *** Lines is responsible for claims. Nonetheless, upon Moving APT being advised that the customer needed to file a claim, we offered to assist the customer with their claim ourselves, as a courtesy and show of good faith to the customer; and likewise offered to pay for the customer's claim ourselves as well. Based on the customer's Standard Liability Coverage which they selected for their move, their claim came to $55.20. Furthermore, upon being advised that the customer was not happy with their claim amount, Moving APT again reached out to the customer and offered to add an additional courtesy compensation to the customer's claim amount as an additional courtesy from our part, just to assist the customer in making their claim amount higher for them. To date, the customer has unfortuntaely not responded. Our offer to help the customer with this remains open for them, should they change their mind. We are happy to help however we can within our means. Please feel free to contact our *************************** at ************ or at ***************************************** with any other questions.
  
  Thank you,
  
  Moving APT

• Initial Complaint

  Date:07/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a cross country move from ************ to **********. Date of booking was 6/28/2023. The agreed upon pick up date was a window of 7/14/2023 - 7/15/2023. On 7/13/2023, I received a call from an agent from Moving APT, who confirmed that the final pick up date will be 7/15/2023, from early morning to afternoon. I confirmed with the agent, and ended the call. On 7/15/2023, no one came. At 11:30 AM on 7/15/2023, a Moving APT agent named ***** called, asking to confirm pick up for the following day, 7/16. I told them no, pick up was already confirmed for 7/15, and that I needed my items picked up on 7/15, NOT 7/16. She told me she would try to arrange that. She called back once, stating the moving service changed the pick up date without informing neither Moving APT, nor myself. She also said she is still working on arranging pick up on 7/15, and that she will let me know the status later before 5 PM that day. I never received a call back from her after that. I called numerous times, speaking with different Moving APT agents, all saying they would call back shortly with more information. By 7 PM, no one had called to confirm any details. I continued to call, but it was now after hours for them, so I spoke with answering service agents, who could only take messages. At 7:40 PM on 7/15, I received a call from the moving service agent, *****, who they hired. He stated he would try to come to me early in the morning on 7/16/2023. No one came in the morning on 7/16. I texted ***** at 830 AM on 7/16. He replied at 930 AM, and said he had just got up, and that the earliest he could get to me would be 5 PM-7 PM later that day. This is unacceptable, because I had travel plans for 7/16/2023, that would result in my financial loss if I was late. This company not only messed up the pick up date, but did a terrible job communicating with me. They took a security deposit, but did not follow through on confirming pick up appropriately, delaying it by more than 24 hours.

  Business Response

  Date: 07/20/2023

  Moving APT has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.
  
  Please note that Moving APT was the customer's booking agent. The customer's goods were picked up and are being transported under the operating authority of the customer's ********************** company, AMB Moving and Storage, whom the customer's ********************** contract is with. That said, we are always here to assist customers and mediate between them and their carrier whenever necessary.

  Moving APT does apologize that AMB Moving and Storage experienced a delay in picking up the customer's goods. We would kindly like to remind the customer that as per their Booking Agreement with Moving APT, we as a booking agent unfortunately cannot and do not guarantee pickup or delivery dates. Nonetheless, the customer has already been advised that they will of course be compensated for any delay. If the customer's ********************** company has not compensated the customer for their delay by the customer's date of delivery, the customer may contact our *************************** at ************ or at ***************************************** once delivery has been completed, and we would be happy to have the customer's delay compensation processed for them ourselves.
  
  Thank you,
  
  Moving APT

• Initial Complaint

  Date:07/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We moved from ***********, ** to **********, **. Moving APT picked up our belongings on 5/08/2023 with intended delivery in ********** no later than 6/01/2023. Moving APT has a 3 day-21 day delivery window, so we assumed that pick-up on 5/08 would allow ample time for delivery. If they arrived early, we were told they would store our belongings for 30 days with no additional cost. A week later, after our belongings had been picked up, we were told that our delivery window would not begin until we were physically in OR. The estimated delivery was 6/01-6/05. Essentially, Moving APT has had multiple excuses as for why our belongings are still in a carrier facility in ****** is now 7/03 and our stuff has not made any progress. Moving APT has made up continual excuses from the beginning. We are beginning to worry our things will never arrive.Please help us with our delivery! The delivery window has come and gone and we are still without any idea when our belongings will be delivered.

  Business Response

  Date: 07/05/2023

  Moving APT has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure each customer knows their business is valued and appreciated.
  
  Please note that Moving APT was the customer`s booking agent. The customers goods were picked up and are being transported under the authority of AMB Moving and Storage, who is the moving company servicing the customer`s move and whom the customers ********************** contract is with. Nonetheless, we are always here to assist customers and mediate between them and their carrier whenever necessary.

  We do apologize that the customer's carrier has experienced a delay in the customer's delivery. Please note that the customer's First Available Delivery Date was 6/1/23. This information is also shown at the top right corner of the document that the customer has included in their complaint. As shown, the customer's First Available Delivery Date was 6/1/23. This was not the customer's guaranteed delivery date, as guaranteed delivery dates or windows are not services that are offered to any customer. The customer's First Available Delivery Date signifies the starting date at which point the customer is ready to receive delivery. We have included the section of the customer's agreement (attached) specifying that the customer's Estimated Delivery Schedule of **** Business Days does not begin until the customer's First Available Delivery Date (first page, third bullet point). As shown, the customer acknowledged and signed this document, confirming that they understood. This information explaining how the customer's Estimated Delivery Schedule would work was acknowledged and signed by the customer on three occasions, on three separate documents, all prior to the customer's pickup, to ensure that the customer understood. The customer's 21 Business Days began on 6/1/23, therefore the customer's 21st Business Day was this past Monday, 7/3/23. As of today, 7/5/23, the customer's carrier is one business day late. We again apologize on their behalf for the delay, and again would like to remind the customer that the **** Business Days is an "Estimated" delivery schedule as it is stated and not a guaranteed delivery schedule, as again, guaranteed delivery dates were not and are not offered. The customer's Booking Agreement also explained that there are no guaranteed delivery dates. However, the customer will of course be compensated for the days that their delivery was beyond the estimated 21 Business Days. Our ****************** is currently working on this with the customer's carrier for them, and ****************** is doing everything to ensure that the customer's delivery is completed as soon as possible. Again, the customer will be compensated for any delay. Please do not hesitate to contact our *************************** directly at ************ or ***************************************** with any other questions.
  
  Thank you,
  
  Moving APT

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20271842
  
  I am rejecting this response because: APT Moving Services (broker) currently does not know where our belonging are. We have been in contact with Moving APT Services (broker) and they say they are awaiting the address of the warehouse where are things are before they can proceed with a carrier. AMB Moving and Storage (Carrier) is in possession of our belongings and is withholding the address. We are obligated to know where our stuff is being held. APT Moving Services needs to obtain the address of our belonging and provide that to us. We would like to retrieve our things personally. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/10/2023

  The customer's ************* Representative has reached out to the customer and has confirmed that we have received the address from *** Moving and Storage, and the customer will be receiving their delivery as soon as possible. The customer may also obtain this information from their ************* Representative if they would like to have it for their records. Again, Moving APT is happy to take care of the customer's delay compensation ourselves as a courtesy to the customer if it is not done so by their carrier upon delivery. This way we can ensure that the customer has been compensated.

  Thank you,

  Moving APT

• Initial Complaint

  Date:04/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Moving APT record # U1389547 moving claim The Moving APT company provided the service and added a $1000 service for warping at loading and unwrapping at delivery. This was not fulfilled. We wrapped boxed and unwrapped and disposed the boxes our selves. Additionally damaged items at deliveries were measured by weight and ~$700 of damage were to be compensated with $60 based on weight. I contacted Moving APT immediately after loading to dispute the $1000 upfront charge, since we did the packaging ourselves, the answer was, I can not submit a claim until the delivery is complete. I waited for the shipment to arrive. In Nov 2022, I filed the complain, it took ~4 months to get answer ... the final settlement of my $1700 claim, came to $60, I did not sign/accept and came to BBB for help.Here is the highlights of my filing;Section 1: Pick up and prior to storage I was told by the sales associate to add $1000 for "in case we need to use the packing service provided + unpacking at delivery". That service was not provided, we packed all our stuff in boxes prior to the movers coming, Denzell, in the moving team, told me to follow up with Moving APT, when I did, I was told that all will be reconciled after the delivery is complete. furthermore, we have also unboxed ourselves at delivery. Moving APT did not unbox any.My ask here is to be credited the $1000 I paid for the boxing and unboxing, since service was not provided Section 2: Delivery A few items were damaged, pictures were attached...(1) TV Table/storage low console, completely damaged, replacement of the unit cost $250 (2) Bedroom King size bed, scratched wood would cost ~$150 (3) Chest of drawers in the master, scratched wood at different locations, this would cost ~$150 (4) Black wood TV high console with 2 doors, scratched wood at different locations, this would cost ~$150 Total; $700 Damage of the furniture units.I trust that you will help me to resolve this matter fairly.

  Business Response

  Date: 04/25/2023

  Moving APT has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.
  
  Please note that Moving APT is a booking agent who reserves truck space with a carrier for a customers shipment. Moving APT was not the customer's ********************** company, nor did Moving APT ever ask for or receive from the customer any additional $1,000 payment that the customer is referring to. The customers goods were transported under the authority of *********************, whom the customers moving contract was with. The customer seems to be referring to ********************* in their complaint. Furthermore, the customer provided a copy of their contract with ********************* showing that the customer acknwoledged and signed for these services. That said, we are always here to assist customers and mediate between them and their carrier when necessary.
  
  Upon being advised that the customer had experienced a damage in their move with *********************, and that the customer had not yet been assisted with this, Moving APT immediately contacted the customer and approved the customer to be able to file their claim for this under our own, private account with the *************** This is not something that is normally done, as Moving APT does not handle claims. Claims must be filed with the company whom the customer`s goods were picked up and transported by. However, this was approved as a courtesy exception for the customer so that we could assist. The customer's claim was processed based on their Standard Liability Coverage which they selected for their move, and Moving APT has offered to pay for the customer's claim settlement as a show of good faith from our part. Our offer remains open for the customer, should they wish to accept. Please do not hesitate to contact our *************************** at ************ or ***************************************** with any other questions.
  
  Thank you,
  
  Moving APT

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19977284
  
  I am rejecting this response because: Please mediate with *********************, I feel I was taking for a ride here, I signed based on the understanding that my complains will be handled after the delivery is completed ... I called immediately after the loading was completed to protest that the packing was not provided and the $1000 refund should be credited, I was told to wait until the delivery is completed ... when the delivery was done and ther was no even unpacking, I raised the issue again. this time it was only addressed on the damage part and what I am entitled to based n the insurance coverage... if it means the Moving APT would mediated, please do. I had no idea that I am dealing with 2 differnt companies.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/26/2023

  Good afternoon, Moving APT understands the customer's statement. However, unfortunately, packing charges go to the carrier for their labor and use of their material, therefore this is something that we are unable to refund. Furthermore, as previously explained, the acknowledgement of the packing services was signed for by the customer on their contract with their carrier, which is the legal document that both we and the ************** must go by for each move. We are not sure who the customer is referring to who advised them that an issue with a packing charge would be handled after delivery, as it was not someone from Moving APT. Nonetheless, Moving APT would be happy to add a courtesy compensation to the customer's claim from our good faith account, as a courtesy from us, in order to help the customer's claim amount be higher for them. The customer may contact our *************************** at ************ or at ***************************************** if they would like us to submit this for them, and we would be happy to do so. Thank you.

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19977284
  

  Please  go ahead and follow through "if they would like us to submit this for them, and we would be happy to do so"  the matter will only be accepted from my end when I see some action from either of the providers.

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

• Initial Complaint

  Date:11/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was contacted by this broker to hire a reputable moving company to get my things from ******* to ********. They were a good price, I looked them up and they seemed to have decent reviews. There were no red flags, as they did inventory over the phone and then the moving company did inventory at the house to make sure the quote was accurate, which it was. They packed my stuff nicely into a truck on October 6th and I had expected it to be delivered after October 13th (I moved into the new apartment on the 12th). I figured there would a delay because that's how things are, but as the weeks have gone by I'm growing weary and worried. I've been calling them for updates on my things, and they said last week that my things were in the state, but were delayed due to weather. I called them again for another update a week later, and they said that the moving company said my things would be here no later than the 1st of November. Well, it's the 2nd now and I still haven't heard from the company. The moving company won't answer the phone, and even this broker can't get in touch with them. According to the fmcsa, the moving company they used is "out of service." I'm not sure what to do right now. I haven't been able to sleep because I don't have a bed and I'm constantly worried. No one has any answers, and I think I've been lied to this whole time. This has been one of the most stressful experiences of my life, and I don't wish it on anyone. I'm going to ask around for legal advice if I have to litigate, but I hope it doesn't come to that. I just want my belongings.

  Business Response

  Date: 11/03/2022

  Moving APT has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.

  Please note that Moving APT is a booking agent who reserves truck space with a carrier for a customers shipment. The customers goods were picked up and are being transported under the ********* of All Year Moving, whom the customers moving contract is with. Nonetheless, we are always here to assist customers and mediate between them and their carrier when needed.

  Attached is a copy of the customer's last Booking Agreement, which on the second page shows the customer's distance of ***** miles as well as the customer's First Available Delivery Date of 10/13/22, and on the following page shows that based on this distance, the customer's Estimated Delivery Schedule is up to 21 Business Days beginning from the customer's First Available Delivery Date. Today, 11/3/22, is the customer's 15th Business Day. Rest assured that the customer's delivery is not delayed and that everything is on time. Our ************************ is currently working with the customer and following up with their carrier for them, and their carrier will be completing the customer's delivery as soon as possible, within their estimated time frame.

  Please do not hesitate to contact our *************************** directly at ************ or ***************************************** with any other questions.

  Thank you,

  Moving APT

  Customer Answer

  Date: 11/04/2022

   
  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 with one exception: the response about there being no delays is false. The first delay was due to weather, which was understandable, but my things have been in ******** for about 2 weeks (according to my point of contact) and I was told my things would be delivered on Tuesday of this week. After not hearing anything about the status of my supposed delivery, I reached out to the moving company myself, and after a few unsuccessful attempts was able to finally get an explanation as to why my things have been delayed and I was told on Tuesday that my stuff should be delivered within the next 4 days. It's Friday and I haven't heard anything more from the moving company, so I'm going to assume I'll be waiting another week even though I was told that this would be expedited. I don't know how much of that was just words, because it's ultimately up to the shipping company itself and not the dispatch team of MovingAPT. 

  All I know is, I've been without my things since October 6th, and I moved into this apartment on the 12th. I've been sitting in an empty apartment for over three weeks while I wait, and this has not been a very pleasant experience. This will be the first and last time I hire a moving company. It's not at all the convenience you're led to believe. While this is not entirely the fault of MovingAPT, they could stand to be a bit more transparent about just how long this can take which may change a lot of minds. I know that if I had to do it over again, I would have just used POD's and then moved everything myself from the ****** facility by myself. It would have been much less hassle, frustration, and stress than this has been. 

  And what makes this even more infuriating is one of my friends hired a moving company from ********** to Georgia and his stuff managed to get there the day after he got there. Hopefully I won't be in limbo for much longer, because we are approaching that 21 "business day" ***** another thing that was rather deceptive is they do not specify this very clearly at all. 

  This has been a very expensive and frustrating ****** to learn. Never trust anyone to do a job you should do yourself, and always vet the moving companies yourself. I found the websites for this in hindsight. Do NOT use a broker. Spend more money to get your stuff delivered in a reasonable amount of time.

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

  Customer Answer

  Date: 11/10/2022

  It is now November 9th, and tomorrow is the last day of the 21 business day window. I have still not received any information from this company or the moving company about where my things are. I called MovingAPT this morning and they said they would contact their dispatch team and call me back. I still have not received a phone call yet. I don't know where my stuff is. I've all but given up hope, and I'm almost certain the company they hired stole my stuff or are making plans to hold it for ******. They kept reassuring me that my stuff was on the way, but I don't believe any of it. I want my stuff. I have not slept much in the last couple weeks because I don't have my bed and I'm constantly stressed out. I'm trying to run a business while dealing with this ****, and I shouldn't have to be worrying about this. This has been the worst experience of my life. I want this made right. I want my things delivered NOW! I already have a business lawyer ready, and as soon as we go past the 21 days, I will be lodging two complaints with the ****** one against MovingAPT and one against the mover they hired. I will not stop until this is rectified.

  Business Response

  Date: 11/10/2022

  Good afternoon, we are happy to advise that the customer's delivery is being completed this afternoon, on time. Please feel free to contact us at the phone number or email address previously provided for any further information. Thank you.