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:07/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 12,2022, I paid a deposit of ****** to Final Destination to outsource a move from *********** to ************, **. My moving window was June 15th-16th, 2022. On June 10th, I received a call to review the items that I was moving. I was told that the description of the bed indicated in the itemize move did not include the framing of the bed and I need to pay an additional deposit in the amount of ******. I hesitantly paid the amount and waited for my final pickup date. On June 14th, I received a call stating my move would not occur on June 15th as they were working on getting a moving company. I explained to the representative that I had a flight scheduled for June 16th and that all my services was being disconnected on 6/16/22. She apologized and stated she couldnt give me a definite date. June 15th I received a call stating my pick up date would be June 16th between 4:00-6:00 p.m. In which, I again had to change my flight. At 4:30 on June 16th, I received a call from the moving company stating they couldnt come because they just got in an accident. When inquiring when they would come, they stated they would try to come 6/17 after breakfast. I called Final Destination and they stated they would call me after speaking with the movers. After not receiving a call back from anyone, I called my bank as this was beginning to feel like a huge scam. The bank was able to refund my deposit of ******, but stated I need to work with the company for the reminder of my refund. On July 19th, *** called and spoke to a representative that said the best he could do was give me a credit thats good for 12 months. I requested to speak with a manager and after being transferred around, I was told I would be given a call back. After not hearing from anyone in over a week, I called spoke to a shift lead that stated my file will ce reviewed and I would get a call back today 6/28/22. Just like all the other call backs, it never occurred. I want to resolve this matter.

  Business Response

  Date: 08/04/2022

  Having trouble locating the file - was it under a different name vs ***************************?

  Thank you.

  Customer Answer

  Date: 08/04/2022

   
  Complaint: 17640090
  
  I am rejecting this response because:

  I read your message. The contract was under my maiden name ************************ 
  

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

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

  Business Response

  Date: 08/10/2022

  We appreciate our customers' feedback, as a company, we are always looking for ways to improve our services.
  In response to their complaint we would like to address the following:
  On 7/23/2022 the company secured a position on our calendar and provided them with a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting a deposit of $1,740.19 to secure a position on our calendar.  (Attached is a copy of the signed Binding Moving Estimate.)
  Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized FMCSA ********************************************* ***** carriers. In fact, policy states, Please note that Final Destination Moving and Storage is a properly licensed interstate Broker.  Final Destination Moving and Storage is not a ***** carrier and will not transport an individual's household goods, but will coordinate and arrange for the transportation of household goods by another FMCSA authorized ***** carrier, whose charges will be determined by its published tariff.  All estimated charges and final actual charges will be based upon the ***** carriers tariff which is available for inspection from the carrier upon reasonable request. In acting as an interstate broker, Final Destination Moving and Storage is not responsible for any acts or omissions of the ***** carrier or its employees or agents. Customer agrees to exclusively pursue the ***** carrier directly for all claims for property damage, including without limitation, any claims of damage to property, lost or stolen goods, delayed pickup or delivery, actions of estimators, drivers, packers, or movers, or other types of claims.  Estimated price does not change unless the order has additional services, additional items to be moved, or additional weight or cubic feet to be moved which are not listed on the estimate along with packing services, materials, and unpacking services at an additional charge and are only included in this estimate if the services are specifically listed on the services section of the estimate.  
  We strive to accommodate customers arriving within the requested window for pickup and delivery, however, due to unforeseen delays, no promises can be made. In fact, the Binding Moving Estimate policy makes clear "All pickup, load and/or delivery dates are only estimates and are not guaranteed. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates."
  After careful review of the account and our cancellation policy, the company has concluded we not only stayed in communication with the Customer, but that we have executed our end of the Estimate.  There are no guarantees for pickup as there can be unforeseen delays which happened to occur to the Customer.  The Customer canceled their move. Per our policy there are no refunds due to scheduling and routing reasons. 
  Thank you for your time and attention to this matter.
  Thank you,
  Final Destination Moving and Storage LLC
  
  

  Customer Answer

  Date: 08/10/2022

   
  Complaint: 17640090
  
  I am rejecting this response because:
  I never canceled my move. I contacted my bank after not hearing back from the company as promised. All other arrangements related to the move was based upon the expected move window. Service was not canceled y me and communication was poor and did not account the other expenses that I occurred due to a fictitious window that was changed multiple times.  Im requesting a refund for the amount paid due to an unfulfilled contract.   
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/19/2022

  We strive to accommodate customers arriving within the requested window for pickup and delivery, however, due to unforeseen delays, no promises can be made. In fact, the Binding Moving Estimate policy makes clear "All pickup, load and/or delivery dates are only estimates and are not guaranteed. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates."  Unless the customer can provide additional information, the company stands by our previous assertion.  Please refer to the attached Binding Moving Estimate from earlier. 
  Thank you for your time and attention to this matter.
  Thank you,
  Final Destination Moving and Storage LLC