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:06/03/2025

  Type:Customer Service 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.

  My move was picked up on 9 February and dropped off on March. I paid a total of $3980 to move from ** to ***I am currently missing multiple items from my shipment. I have attempted to maintain contact with customer service about my missing items since 24 March, a week after my shipment was completed. I have not received any replies. I even went through BBB to try and get in contact, which connected me with the person I've been emailing and I have yet to receive another response.

  

  Business Response

  Date: 06/03/2025

  ***********

   

  There are significantly lower levels of escalation to ask a question than filing a complaint.  Did you call us?  We dont have any call records of it if so.

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23414133
  
  I am rejecting this response because:

  I've reached out a few times over the phone. I've called *************, *************, and I've reached out through the BBB inquiry form. I was able to get on the phone with the person that I had emailed and initially gotten a response from via email through the BBB form, but with no further response.

  Further, I've reached out about five times via email to the one person who did respond to me.

  I don't care the overall communication, but I would like someone to at least follow up regarding my missing items. My complaint is in regards to my missing items. I will resolve this complaint whenever that, in particular, is resolved.

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

  Customer Answer

  Date: 06/03/2025

  This is a call log screen shot of communication.

  Customer Answer

  Date: 06/03/2025

  Email correspondence with moving company prior to BBB complaint.

  

  Business Response

  Date: 06/03/2025

  We do not handle claims, as we were never in possession of your items. You did not call the 888 number from the phone number listed on file, nor leave a voicemail, nor did you communicate with us via email.
  
  
  Your complaint is misdirected and an inappropriate form of communication.  You need to file a claim with *********** and if you need help doing that you need to call our office during business hours, which is all you ever had to do.
  
  
  

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23414133
  
  I am rejecting this response because:

  If you are going to make this about communication, then that's fine. Attached is the email correspondence that I had specifically with moving services and the one phone call I got from them through the BBB form. I'll have to take screenshots of my work phone log in the morning, but I have called the 888 number.

  If the *********** website would have been provided back in March, I would be as upset. I've been waiting on missing items since March. I then had to spend countless hours trying to find contact info for whoever has my stuff, while I was overseas. The fact that I was brokered to such a subpar company (************), should have been an indicator. I've started the process through CSI Pros, but I will continue to reject responses until I have my items back. Blue Diamond is one of the logistics companies underneath ***. Either this company can get whoever has my stuff to start responding, or I can keep this up.

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

  Customer Answer

  Date: 06/03/2025

  I called the 888 number just today and they're saying I've never called it. I have more screenshots from my work phone that I'll provide in the morning.

• Initial Complaint

  Date:05/27/2025

  Type:Customer Service 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 Moving Solutions, LLC for an interstate household move from ****** to *******, scheduled for April 2122, 2025. I canceled the move in writing on April 1, 2025 and received acknowledgement on April 8, 2025, more than 9 business days before the pickup window which entitles me to a full refund under their own terms listed in the binding estimate that I agreed to. Please refer to supporting documents with the moving estimate contract terms and conditions to receive refunds. While they confirmed a refund would be processed on 5/13/2025 after more than 30 days from acknowledgement and multiple attempts to contact them were unsuccessful, they imposed an excessive 60-business-day delay and are requiring I sign a non-disparagement agreement in order to receive it. This clause would prevent me from filing reviews or complaints, of which I am most concerned to sign if they do not honor the refund acknowledgement terms, and appears retaliatory in nature. I believe this is a violation of consumer rights and a potential breach of federal regulations around interstate moving services. I am requesting BBB assistance to ensure a prompt, full refund without restrictions. I would also ask that any further conversations with Moving Solutions, LLC be through this channel or the ***** complaint, as trying to obtain a private resolution has been difficult with negative interactions with company personnel including emails, phone calls, and text messages (all of which I have documentation of). Thank you.

  

  Business Response

  Date: 05/27/2025

  Mr. ****** has had more than two weeks to provide the necessary banking information. If he believes we can somehow guess his account details, he is mistaken. This complaint appears to be a frivolous and unproductive attempt to create conflict.  Attached is confirmation he viewed the document 5/13/25 a full 14 days prior to filing this.

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23381638
  
  I am rejecting this response because I do not believe I have to sign a non-disparagement clause to receive a refund. This can be seen in the refund acknowledgement document (attached) that they want me to sign to receive the refund for the deposit. It also states they can just refund to the original payment which is a credit card, in that case they do not need my banking information. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 05/27/2025

  The terms of the agreement are standard, non-negotiable, and have been drafted by legal counsel and validated through prior legal proceedings. You may choose to sign the agreement and receive the refund as outlined, or decline.  

  Customer Answer

  Date: 05/27/2025

  Complaint: 23381638
  
  I am rejecting this response because a non-disparagement clause as a condition for refund is not considered standard practice in the moving industry or in most consumer-facing industries. While some companies use these clauses in settlement agreements, it is not standard or appropriate to tie them to a refund that is contractually owed, especially when no services were rendered. The ***** and the ************************ have both flagged such tactics as potentially unfair or deceptive under consumer protection laws.
  While I understand that you may have sought legal input in drafting this agreement, that does not justify conditioning a rightful refund on the waiver of my ability to share truthful experiences or engage with consumer protection agencies.
  I am requesting that you issue the full refund of $998 without additional conditions. If this matter cannot be resolved fairly, I will continue to pursue resolution through formal complaints with the appropriate agencies.
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 05/27/2025

  Attached is a supporting document that includes the binding estimate contract, request for cancellation and refund of deposit, acknowledgement of refund request, and refund acknowledgement document. This is supports my claims as fair and truthful in this complaint. 

  

  Business Response

  Date: 05/28/2025

  No one is attempting to withhold his refund. The refund documentprepared by our legal counselhas been in his possession for 18 days, 14 of which were before he filed this complaint. All thats required is his signature to proceed.

• Initial Complaint

  Date:05/02/2025

  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.

  Contacted Moving Solutions on Thursday, April 24 to get a quote for relocating out-of-state. Gave a brief list of items to move and was promised price matching. Was given quote and asked to make a deposit with the promise that I could cancel for full refund at least 1 week prior to scheduled pickup, which was not to be until May 31. I paid $1070. I left message for my agent to contact me on Monday, April 28. I was not contacted until Wednesday, April 30. Was given excuse when she tried calling it was a doctors office, when it was actually my employer and she could have asked for me. When I gave her additional items needing to transport, was quoted $900 more. Asked to cancel my service and asked for full refund since I was within the window given. I was not given any direction as to the proper cancellation process. I have left numerous messages and now nobody is returning my calls. There is absolutely no reason for them to keep my money! The cancellation policy is made to be confusing and no phone numbers are being provided.

  

  Business Response

  Date: 05/02/2025

  Cancellation requests must be submitted in writing to ********************************* as clearly stated in all documentation. The system automatically acknowledges receipt and initiates the cancellation process in full accordance with the contract. At no time is anyone instructed to make a phone call to request cancellation.
  
  
  

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23279963
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 05/02/2025

  That email address is not plainly available on the contraband the sales *** did not make it clear that is what needed to be done.  She could have sent those instructions, but instead just said she could not help me while I was struggling to call and speak to someone for further direction and guidance but was being ignored. No reason at all for them to keep my money. Its a scam!

  Customer Answer

  Date: 05/02/2025

  Heres part of the contract

  

  Business Response

  Date: 05/02/2025

  The policy is neither confusing nor being followed by making a call.  Attached is signature from estimate, cancel policy, and the signed BOL.

   

  Moving Solutions Cancellation & Refund Policy  
  Moving Solutions does not charge for cancellations or date changes made over 7 business days before pickup or within 72 hours of signing the Bill of Lading (BOL), whichever is earlier. Cancellations or changes within this period will at a minimum incur fees based on rerouting costs.  
  All cancellation and refund requests must be sent in writing via email or fax and acknowledged.  
  Refund processing fees are non-refundable.  
  Deposits are non-refundable if changes are made after the pickup window starts or a truck is dispatched.  
  Requests must be emailed to ********************************************************. Auto-reply confirmations will be sent, but requests made after business hours (5 PM EST), weekends, or holidays will be considered received on the next business day.
  
  
  
  

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23279963
  
  I am rejecting this response because:
  I contacted the company for cancellation. You have no right to keep my money. You have done nothing for it. It was a 3 days reservation and the move was over a month away. You have no right to my money as you are not providing me any services. Come on!!!!
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 05/06/2025

  I contacted this business within the appropriate time frame to cancel and get my deposit refunded. They are stealing my hard earned money. They did absolutely nothing for me and therefore I am due MY money back. Its not theirs to keep!

  Customer Answer

  Date: 05/06/2025

  I tried reaching out to my *** on Monday, April 28. When we finally got in touch with each other she conveniently said she couldnt get ahold of me due to my number being a doctors office. That was my employer. All she had to do was ask for me. When she quoted $900! more dollars to add items for my move, I requested to cancel both by phone and email!  They make it extremely difficult to understand refund policy. She could have forwarded my request immediately. This is a scam to steal our money!!

  

  Business Response

  Date: 05/06/2025

  If such an email exists, it was not sent to the designated cancellation department. Furthermore, the representatives response clearly directed her to follow the terms of the contract. Her own screenshots confirm she did not adhere to the contractual process and that she received a response, contrary to the claims in her complaint.

  Customer Answer

  Date: 05/06/2025

  I would like a good explanation as to why you deserve MY money? I did my part canceling in an ample amount of time and you are making all kinds of excuses. It would be different if I l caused you and your company some sort of loss. At this point you are thieves making excuses. 

• Initial Complaint

  Date:04/18/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 25, 2025, I paid a $948 deposit via e-check to Top Moving Solutions to coordinate my interstate move. I was promised that my move would be handled by a licensed, reputable carrier and that my items would be delivered same-day or next-day after pickup.Pickup was originally scheduled for April 12, 2025, but the movers (Cross Country Long Distance Movers, also known as New Destiny Moving Services) didnt arrive until April 13. They picked up furniture, six boxes, and three duffle bags. The following day, on April 14, I was charged an additional $831.56 by Cross Country after submitting a credit card authorization form and providing a photo of my ID and card, as instructed.Since pickup, I have not received my belongings. The delivery never arrived, and both the carrier and Top Moving Solutions have failed to provide accurate updates or support. Ive reached out to Top Moving Solutions multiple times and received no meaningful response or assistance in recovering my items. On April 14, 2025, I received a written message from a Moving Solutions representative stating that my belongings should be there today or tomorrow, no longer than that. He then said no later than Wednesday, after which he stopped responding. I have attached a screenshots of these messages to support my claim. I am requesting the immediate delivery of my furniture, boxes, and duffle bags. If that is not possible, I am requesting a full refund due to failure to fulfill the agreed-upon service. This experience has caused significant emotional and financial distress. This company needs to be held accountable for the dishonesty and potentially fraudulent activity.

  

  Business Response

  Date: 04/18/2025

  You signed in agreement over six times to the 030 business day delivery window. You were provided with clear instructions on who to contact for updates, and you are now referencing communications from individuals who were explicitly noted as not having delivery information. Our team has spoken with you daily to provide updates as a courtesy.
  Expedited delivery was available at an additional cost, and you declined that option. Filing a BBB complaint just six days after your first available delivery date is neither reasonable nor aligned with the terms you agreed to.

  Customer Answer

  Date: 04/18/2025

   I acknowledge the statement of the 030 business day delivery window. However, my issue stems from misleading verbal and written assurances given to me repeatedly by the Moving Solutions representative who was my main point of contact. As mentioned earlier, he told me that my items would be delivered same-day or next-day, and even stated things like "no later than Wednesday" after pickup. Regardless of whether the carrier is responsible for delivery, this individual represents Moving Solutions and should not have made delivery guarantees if he was not authorized to do so. Additionally, on April 18, 2025, at approximately 4:30 PM, I received a call back from a Moving Solutions representative named *****. When I expressed concern over the lack of professionalism and conflicting information, he shouted ILL SHOW YOU UNPROFESSIONAL and continued to scream at me in an aggressive and intimidating manner. This interaction left me shaken and further confirmed the lack of professionalism I was already experiencing.
  Once again, I acknowledge the 030 day window and will limit my inquiries moving forward, but this entire experience has caused significant emotional distress and I hope something can be done to ease this. 

  

  Business Response

  Date: 04/18/2025

  The previously attached email clearly explains that your sales representative is no longer your main point of contact after pickup. It provides both the correct phone number and email address for post-pickup communication to prevent any confusion.
  
  
  From the initial booking, we go to great lengths to provide accurate information, including a detailed overview of the process, a timeline of what to expect, and clear instructions on who to contact at each stage. We even have a dedicated role focused solely on ensuring this information is delivered and understood.
  
  
  Filing a complaint just six days after your pickupdespite having daily communication with our teamis unwarranted and in direct conflict with the terms you acknowledged and agreed to. Dismissing our response at this stage appears to be driven by emotion, not fact.
  
  
  

  Customer Answer

  Date: 04/21/2025

   
  Complaint: ********
  
  I am rejecting this response because:Dear BBB Representative, Im reaching out regarding my active BBB complaint against Moving Solutions (case number: ********). I want to respectfully request that my complaint remain open and that some additional context be added for your internal review. While I acknowledge that the written contract includes a 030 business day delivery window and that my sales representative was not technically responsible for delivery, the fact remains that a Moving Solutions employeeBen ************* to communicate with me after pickup and provided repeated assurances of same-day or next-day delivery. This included messages stating that I would have my items no later than Wednesday. That misinformation directly impacted my understanding of the timeline and caused serious concern when my belongings did not arrive as promised. In addition, on April 18, 2025, at approximately 4:30 PM, I received a call from another Moving Solutions representative named ***** ******, who screamed at me over the phone and shouted ILL SHOW YOU UNPROFESSIONAL after I calmly expressed concern over the conflicting information I had received. This aggressive and abusive behavior left me shaken and is completely unacceptable. I have tried to remain professional, clear, and cooperative throughout this process. I am not seeking a back-and-forthI simply want the safe and timely delivery of my belongings. I believe the companys recent responses have been dismissive and deflective rather than solution-oriented, and I hope the BBB can take these interactions into account when evaluating this case. Additionally, *** reviewed other BBB complaints against Moving Solutions and noticed a pattern of similar responses, where customers are misled during the sales process and then blamed or dismissed when they raise concerns. These responses often include deflection, mischaracterization of the customer's experience, and an unwillingness to accept accountability. I hope this broader pattern can be considered alongside my individual experience. Thank you for your time and support in helping to protect consumers like myself. Please let me know if you need any documentation or further information. Sincerely, ***** *******
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/01/2025

  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.

  This company stored my things for 30 days before I got them and my expensive bed and cloth chairs had rat p*** and are now going to need to be replaced or dumped. They do not respond to me when I email or call them and they have treated me very badly over the phone in the past to a point that I was panicked that I got scammed. When they were picking up my things on 2/28 someone named *** tried to offer me $150 off and to have me sign an NDA, if I accepted the money, (per her) so I wouldn't leave a review. I declined because it didn't feel right until I got my delivery and based on how horrible I was treated that day. I lived in anxiety for 30 days until someone showed up on 3/30 with my things, in a pick up truck with tarp and a hitched wooden box where my things were soaked and many broken boxes and a broken storage tub. I also received a box that was not mine and am missing 3 of my own things that may still be stored with them or somewhere else now.I have more photos and video that won't load.

  

  Business Response

  Date: 04/02/2025

  The document provided is  not from us as a company.  *** has been terminated for about a month, so perhaps she was doing things that we do not alllow.

  A single piece of dirt or rat p*** on the outside of the plastic wrapping (wrapped to prevent particles effecting the shipment) is regrettable but unfortunately out of our control.

  If you have any damages please file a claim at ******************************** 

  Customer Answer

  Date: 04/02/2025

   

  Complaint: 23147896

  
  

  I am rejecting this response because:

  
  

   

  
  

  As stated I have more pictures that wouldn't load and still more of my now disgusting and unusable $1500 bigfig bed, the truck, there was more p*** that had spilled out when i was unwrapping my cloth furniture before i realized, as well as tape that tore paint off of my furniture. ************************** is not reliable and I have looked into it. I would rather file claims through my own renters insurance which is more reputable and to do so costs $500 for the deductible which I should not be paying for. That is the only reasonable outcome as I went to the site you provided and looked into them and have seen resources showing they are not reasonable. I am missing 3 things as well and received someone else's property but you have not provided feedback on that matter.

  
  

  Sincerely,

  
  

  **** ******

  

  Business Response

  Date: 04/02/2025

  Suggesting that we are not reputable because we have to decline covering your private insurer's deductibleespecially when we offered optional insurance that you chose not to purchaseis unfair, inaccurate, and unreasonable.

   

  You can file a claim with ******************************** and they have a different portal and options to upload photos. You could also email us the photos outside of the BBB, you say you contacted us, but records on our end say otherwise.

  
  

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23147896
  
  I am rejecting this response because:

  I was saying the ************************** site is not reputable, but I've emailed your email that starts as "info@" so please either provide a better email for me to reach out to or email me at the email on my order number *******. I will not allow this to drag out for this complaint to expire so please be prompt. 

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

  Customer Answer

  Date: 04/02/2025

  They still have not accounted for 3 missing things that could still be in their storage, noted as items from itemized numbers 20, 68, and 80 that were not found delivered as well as that I have someone else's box , here I'm my home that I don't know what to do with.

  

  Business Response

  Date: 04/02/2025

  They are pictures of her inventory list signed for?  Not damage, dirt on shrink wrap AFTER it was removed from the furniture, on the wrap that we did not charge for not the furniture, so it did it's job.  I am confused

  

  Business Response

  Date: 04/02/2025

  They are pictures of her inventory list signed for?  Not damage, dirt on shrink wrap AFTER it was removed from the furniture, on the wrap that we did not charge for not the furniture, so it did it's job.  I am confused

• Initial Complaint

  Date:03/27/2025

  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.

  Hired a moving company to move my daughter and her baby out of her 2 bedroom townhome into an apartment. I contacted the company on 3/17. Spoke with **** ******, requested movers for Friday 3/21. I explained everything that needed to be moved and went into detail on certain pieces of furniture. I asked if the movers could disassemble and reassemble pieces of furniture. He said yes, except for the crib in the nursery due to liability issues. I completely understand that. He did say they would disassemble the headboard and other pieces if they needed to be disassembled. We had a lengthy conversation about all the furniture to be moved. I also requested a second stop to put some items in storage since she was downsizing into a smaller space. He said yes but there would be an extra charge, I understood and agreed. I also informed him the townhome was 3 stories so there were 2 flights of stairs. He told me there was an extra charge for that and I understood and agreed. At the end, he gave me a total cost was $1,999. he emailed me a contract and instructed me where to click to accept and all that was left was to pay an $800 deposit. I paid by *****. Thursday 3/20 at 4pm, 17 hours before the move, a woman named ******** ******* contacted us to verify items to be moved. Half the items that **** and I discussed were not on the list, including the crib and headboard, which we discussed at great length. ******** said they would still move the items but it would cost an extra $1,200. I did not agree to that. I signed a contract for $1,999. So I cancelled the job and requested my deposit back. I was told they will not return my deposit because the fine print of the contract states no deposit return if the job is cancelled 72 hours before the move. I didn't have a chance to cancel within that timeframe because they tried to over charge me the day before the move. I have reached out multiple times by phone and email and no one is responding. I just want my deposit back.

  

  Business Response

  Date: 03/28/2025

  The scope of the job changed, and the updated requirements involved significantly more work and cost. Its similar to going in for an oil change and discovering you need a new transmission the quote naturally changes. Additionally, since your booking was made less than seven business days before the initial pickup date, the deposit was non-refundable as per the terms agreed upon.
  
  
  

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23126475
  
  I am rejecting this response because:

  Your reasoning was never explained to me. You wrote that in some fine print to cover yourself but did not explain the terms ahead of time. Its just shady business practices. Also, I fully understand the concept of changes, however, there were multiple items intentionally left off the original quote as discussed with ****, which I believe was done on purpose to get me to sign the agreement and pay you at a price only to come back and purposely up charge a significant amount. You also did this less than 1 day before the move, which I also believe was done on purpose to intentionally make it so there could be no refund of a deposit. Again, this is bad business practices and a way to scam people out of money. Your response is poor at best. I paid $800 towards the cost of a move that did not happen. Your company did not do the job, but you will gladly take my money for free. You are a shady company! The fact that you offer no partial refund or any kind of solution just proves you are out to scam people out of money. You also request the same amount of a deposit each move so that is literally how youre making your money, by stealing peoples deposits. 

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

  

  Business Response

  Date: 03/28/2025

  Its not fine printits presented in the same font and format as the rest of the agreement. In fact, the core terms are the primary focus of the entire 3-page contract. To further ensure clarity, I proactively highlight the key points that are sometimes questioned later and include them in a follow-up thank you email written in plain language, with no legal jargon. Additionally, signing the agreement requires clicking a button that explicitly states, I have read and understand, to confirm awareness and consent.
  
  
  

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23126475
  
  I am rejecting this response because:

  Your fine print states I cant get my deposit back within cancelling 72 hours before the job. The problem is, you jacked up the price, excluded items that were clearly defined to be moved originally and then said, oh, well, those items arent on here so were going to charge you double and you must pay if you want them moved. When I refused, you stole my deposit and said your loss! You did this 17 hours before the move! Thats a scam!! There is no attempt on your behalf to resolve this matter! You havent even suggested a way to resolve this. You stole my money and now you want to say its my fault for not understanding the agreement. I understood the agreement. Your company stole my money! You didnt even do the job so its not like youre out any money, you just took mine, and did nothing to earn it other than say, oh, well, its your fault. Its in the contract. THATS A SCAM! 
  
  Sincerely,
  
  *** *******

  

  Business Response

  Date: 03/28/2025

  Attached are the signed estimate, the thank-you email, and confirmation of when it was sent. ****, who is Jens ******* was not involved in the move itself. Despite this, she has made several inaccurate statements. Unfortunately, her communication with us included inappropriate language and behavior that was neither warranted nor productive.

  Customer Answer

  Date: 03/29/2025

   
  Complaint: 23126475
  
  I am rejecting this response because:

  This Response is almost comical! Who is ****? And Jens ******** I am ***, the mother of my daughter I was trying to have moved. There is no ****. You dont even know who the players are in this. Again making things up as you go. The company headquarters are in ** I guess, but there were so many other people involved in this that it was just a rotating disaster. Actual legit people, not made up names were **** ******, ******** *******, ******, and same guy named **** who I guess was one of the movers who was harassing my daughter after I canceled the job. There was no communication from any of your people. You literally just stole my money and ran! I havent stated anything inaccurate. It is not my fault your people didnt communicate with each other and then flat out lied on the contract about what was included. You had too many hands in the pot; one to collect the money, one to fill out the contract, one to go over bill of lading, one to move. No wonder you dont even know who is involved and what was really agreed upon. The person responding to these responses probably lives in a state far away and wasnt directly involved in this process. The billing department probably. I am looking for a better solution than you just saying Im wrong. Im the only one suggesting a solution here. If I cant get my $800 back, which I rightfully deserve back, what can you offer? Im still getting screwed in this deal! How about half. $400

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

  

  Business Response

  Date: 03/29/2025

  The point of my response was to highlight the documents you signed, which clearly outline the termsnothing was hidden in fine printand those terms were reiterated in a follow-up email. You are not eligible for a refund.
  
  
  

  Customer Answer

  Date: 03/29/2025

   
  Complaint: 23126475
  
  And the point of my response was that the agreement was CHANGED! Intentionally or not, a different person went in and changed the agreement, hence why there was almost a double up charge to add furniture back in the day before the move after the original was discussed and signed. What Im telling you is that if it was an accident which I do not believe for one minute it was, you had too many people involved changing things up instead of one person all the way through the point of sale. Your business is obviously out to scam people and I will make sure the public is aware. Youre a disgrace in how you operate and your customer service is terrible! 
  
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:02/23/2025

  Type:Service or Repair 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.

  1/6/25 Wired Top Moving Solutions $1243 as a deposit as we were expecting to move some furniture out of state. 1/8/25 sent Top Moving Solutions an email stating that we had changed our plans and were cancelling the order with them for the moving van. 1/8/25 were told it could take up to 30 days to get a refund. Have contacted Moving Solutions multiple times by phone and email since then and have not received any information about the status of our refund. Their receptionist says the same thing every time we call, that she can't give us any information, there is no supervisor or person in the ****************** that she can transfer us to, to send another email. We've sent emails to ******************************** *********************************** ****************************************** ********************************* and the only response is the same automated response from Billing stating that it can take up to 30 days to refund the money, if Moving Solutions decides we deserve a refund. We followed all the instructions in the agreement with Moving Solutions regarding how to get a full refund and it well past 30 days,

  

  Business Response

  Date: 02/24/2025

  You agreed to a process that takes time due to various factors in determining eligibility. The cancellation request was received on 1/10, not 1/8.
  
  The case is being reviewed and in queue.

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22980434
  
  I am rejecting this response because: I sent the email to ******************************* and can provide copies that email and of all the later emails sent to Moving Solutions. The January 8th email is attached.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 02/24/2025

  No email exists, we have extensive and complete records of your email communication, your image appears to manipulated.

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22980434
  
  I am rejecting this response because: that is totally not true. I also called the moving company that day and spoke with ****** ***** who said she recorded the cancellation. It seems apparent from the complaints I've seen online  about Moving Solutions that this company has a history of negative experiences. 
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 03/06/2025

  Attached are screenshots of my sent emails from January 8th and 9th with the first email on January 8th highlighted. I previously sent a picture of the entire January 8th email. Either Moving Solutions has something seriously wrong with their email system or they are manipulating or manufacturing information. I have no idea how to create fake emails or pictures and am not dishonest, dishonesty is contrary to all my training as a nurse. I have become well aware of how this company operates by the way their employees interact on the phone and their lack of response to any of my calls or emails and know that they have no intention of refunding my deposit even though I followed their instructions. 

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 22980434
  
  I am rejecting this response because:Attached are screenshots of my sent emails from January 8th and 9th with the first email on January 8th highlighted. I previously sent a picture of the entire January 8th email. Either Moving Solutions has something seriously wrong with their email system or they are manipulating or manufacturing information. I have no idea how to create fake emails or pictures and am not dishonest, dishonesty is contrary to all my training as a nurse. I have become well aware of how this company operates by the way their employees interact on the phone and their lack of response to any of my calls or emails and know that they have no intention of refunding my deposit even though I followed their instructions.
  
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 03/06/2025

  You made these claims to a government official as well, but we did not receive any emails from you on the 8th or 9th. The first email we received from you was on the 10th, and it was responded to the same day. Had we received emails from you on the 8th or 9th, they would have been properly followed up. To qualify, an email must be received and acknowledged. We neither received nor acknowledged any emails from you on those dates. For reference, we have attached our full communication history, including a search across all inboxes, junk, spam, and trash folders.
  
  
  

  Customer Answer

  Date: 03/08/2025

   
  Complaint: 22980434
  
  I am rejecting this response because: it's totally untrue, I am not wasting any more time dealing with this fraudulent moving company and will warn everyone I know about them.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:12/20/2024

  Type:Billing 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.

  During August of 2024, I attempted to coordinate a long-distance move for myself from ******** ***** to ******** *****. I eventually settled with a moving brokerage company called Moving Solutions based in ******** and coordinated to move for approximately $2500 in total. They subcontracted *********** named ****************** the actual carrier. We arranged the pickup for October 13, 2024. I was contacted by a man named ***** ***** who said he was the dispatch supervisor, and I was informed he required $658 as a deposit for the movers to show up and begin the move. He would only accept payment by ****** the money transfer company. Through my mother's account, I transferred $658 via Zelle to *****************. On the morning of October 13, two men in plain red polo shirts came to my residence, surveyed my belongings, contacted Mr. **** and Mr. **** contacted me and said he required an extra $1600+ to continue the move. My husband and I surveyed the moving truck, which was a UHaul, and decided to cancel the move. I spoke with Mr. ***** informed him thusly and requested a refund. His workers never touched my belongings. Yelling at me, he rapidly spit numbers at me so I could "do my own math," insisted I "read the contract" and refused any refund when I quoted it to him. He called me several times over the next few hours, refusing to speak with my husband or myaunt, who was helping me financially with the move. I answered his call once that evening, and he said his company had chosen to honor the original estimate after all. He then called me 18 times over the next two days. Upon further consultation with my aunt, I blocked his phone number.

  

  Business Response

  Date: 12/12/2024

  Hello Ms ************* name is **** one of the **************** ,First we want to let you know that ***** is no longer an employee of the Company and also since we did not move you we do not have a file for you but we did see the Note for your Move .All I can tell you that the $658 that you paid is the deposit for or company and if you read the Cancellation Policy on our Company its said Customer can only received refund 72 Hours prior to the Pick up Or we failed to show up at all.The amount you paid went toward the Rental of that U-Haul and Materials and Payroll .

  You admitted that the crews and you then decided to cancel the Move on site , when that happens you are not liable to any refund since you refuse to let us perform the Move. The Additional Cost was based on the additional Volumes that was Revised by our ******* on Site. The reason why ***** called you many times and said that we will honor that price is because Moving Solutions agreed to paid us  for any additional Volumes or Cube feet that you have on your behalf and you did not respond,

  If you call Moving Solution themself they will tell you that you not entitled to a refund of the deposit you paid us or them since you cancelled the Move when they team arrived ,that is on their contract and ours and that is alsoon are Tariff.If you have any other question please call us at *************.

  Customer Answer

  Date: 12/13/2024

  Complaint: 22674475
  
  I have reviewed the business' response and am rejecting it because:
  
  Dear Sir(s):

  Please note that when staff claiming to be employed by ***************** arrived at my residence on the morning of October 13, they had no identifying information with them at all, including but not limited to 1.) hand trucks/dollies 2.) boxes 3.) moving blankets, 4.) uniforms or polo shirts: 5.) identification badges, or 6.) company vehicles. Instead, two anonymous men with a UHaul were claiming to be associated with your company.  When questioned further by my husband whether or not they had the rental agreement for said *****, they admitted that they did not and it was "in the other truck" which "had a flat tire." Federal law requires that proper licensing and Department of Transportation registration must be present in order to transport these types of goods as an LLC over long-distance moves, and these men had none of those requested and required documentation. 

  Additionally,  on the morning of October 13, I called and made contact with Moving Solutions,  who maintained that their assessment was proper and accurate. I had made an itemized inventory in which I had described my possessions numbering approximately 43, including about (but not to exceed) 20 boxes. We then calculated 1700 cubic feet of space required, no less than three rooms in a one-bedroom apartment to be moved. Oddly enough,  I then received an email from MD Transportation estimating I needed 300 cubic feet of space and less than one room to be moved, all before the "movers" arrived. 

  The actions perpetrated by MD Transportation are not an exchange of goods for services, thus being a breach of contract.  It does not matter that the money was spent or what it was put towards; it does matter that I paid for the belongings to be moved and they were not, mostly because of fraudulent practices by a man who is allegedly not an employee at the company anymore. ***************** is still responsible for the actions of its employee at that time, and demanding an extra $1600+ because of altered documents is completely unacceptable, as is the theft of a deposit for services not rendered.

  Sincerely,
  
  **** **********-**********

  

  Business Response

  Date: 12/19/2024

  Thank you for the Response

  The Proper License was presented to you by email and as we said before all our paperwork is done electronically,If you call Moving Solution and talk to them they will themself tell you that a Refund is only eligible if the Carrier don't show Up.The Amount we collected was our Deposit of the pick up and that amount went to Payroll and Moving Materials and Rental of the equipment and the Storage were your stuff was supposed to be going for a week until the trailer make the Delivery.

  No Moving Companies will refund customer that canceled the move on site when the guys is there, that is the policy for all The Carrier in the Moving Industry .As for Moving Brokerage like Moving Solutions i can't speak on that since our Company is not a Broker but an Actual Carrier.

  Our Policy clearly said the only time a customer is entitled to a refund if is we failed to show up and that is not the case here ,you clearly acknowledge that you decided to cancel after we told you that your actual CF Move will increase base on the Space your items .Please read our BOL That you received electronically that day and you can see under the Payment Terms and Condition that we do not refund deposit if customer cancelled the move while the crews is at their house .You refuse to get Pick up and relay that Message to Moving ************************* and they clearly said that you were wrong on that and that themself will not refund you the $1,404 they collected and that you also tried to do charge back on that.

  At this point Ms **** we sorry to tell you that according to our Payment Policy we will not be refunding this amount since it has been spend toward your move in advance (Trucks ,Materials and Tools,Storage and Payroll).We will advise you to contact your Original Estimator Moving Solution and they will tell you that is in line in all the Moving Company Policy if a Customer refuse to get pick up on the day of the Move.

  Thank You for Understanding and if you have any Question or need more Clarity please call our Office at *************

  

  Business Response

  Date: 12/19/2024

  Here Another Proof that you Mentioned that you and Moving Solution agreed that you needed 1700CF Space if that was the Case why then Moving Solution estimated your 3 Bedrooms for only 343CF wish is less that a Storage Unit 5 By 10 by 8feet .

  You needed a 26 Ft Truck to move you full wish is a 1700CF but your estimate was booked only by 343 CF.We will have forward you the Original Estimate that we attached here to you directly and CC the BBB so they can see its not 1700CF but 343CF.

  That is why we did the revised on site and told you that your Move Price will increase due to the items volumes and Space that they will take in the Truck.

  

  Business Response

  Date: 12/19/2024

  Here Another Proof that you Mentioned that you and Moving Solution agreed that you needed 1700CF Space if that was the Case why then Moving Solution estimated your 3 Bedrooms for only 343CF wish is less that a Storage Unit 5 By 10 by 8feet .

  You needed a 26 Ft Truck to move you full wish is a 1700CF but your estimate was booked only by 343 CF.We will have forward you the Original Estimate that we attached here to you directly and CC the BBB so they can see its not 1700CF but 343CF.

  That is why we did the revised on site and told you that your Move Price will increase due to the items volumes and Space that they will take in the Truck.

  Customer Answer

  Date: 12/20/2024

  Complaint: 22674475
  
  I have reviewed the business' response and am rejecting it because:
  

  Dear Sir(s): 

  Thank you for forwarding your copy of the living contract you received from Moving Solutions.  Interestingly, I also received the same document,  which I have attached for your benefit.

  Equally interesting,  all of my belongings fit comfortably into an 800-square foot apartment,  and as you will notice from my inventory, I was not planning to move either my couch or my loveseat, further reducing the load.

  Additionally,  if we contact the men you assert were indeed working for you, they will attest that they estimated the load to take approximately 65 to 70% of a 17-foot Uhaul. A 17-foot Uhaul has a volume of 865 cubic feet (**********************************************************************), and 70% of 865 equals ***** cubic feet.  The estimate by Moving Soultuons was far above that,  but it is better to overestimate than underestimate. 

  As a final point, you may notice that in the Moving Solutions contract, there is the clause that the estimate is binding. The property to be transported may be charged up to and including the amount in the contract but not to exceed it; the only time this does not apply is if the inventory estimate was incorrect.  Conveniently, it was, so naturally your company would want to charge me more.

  The fact still remains that your company took the money for services they did not perform, which they were ultimately hired to do. That is a simple breach of contract. Therefore I am entired to a full and immediate refund.

  
  Sincerely,
  
  **** **********-**********

  

  Business Response

  Date: 12/20/2024

  We are not ************************  

  Customer Answer

  Date: 12/26/2024

  Dear Sir(s): 

  This case relates to an an earlier filed one about MD Transportation based in *********, ********* 

  Pleae find attached multiple screenshots of estimates I recieved from Moving Solutions, who contracted out to ***************** to physically do the long-distance move I required for *******, ***** to *******, *****. Additionally, please notice that 1.) There appeared to be no fixed price on the "binding" estimate for which I was charged an extra $500 dollars for; 2.) Websites for which I was looking at the contract constantly kept changing (**************************, *******************************, etc); 3.) I would receive more than one estimate from Moving Solutions in one day; 4.) After speaking on the phone with a person by the name of ******* on the phone, my aunt and I asked for a receipt of money already paid and we were met with a cagey answer and essential refusal to provide one [please see included text message]. "*******" would not respond to me afterwards. 

  After the "movers" from MD Transportation showed up at my residence on October 13, 2024, I called customer service at ******************** to attempt to rectify the situation and spoke to an extremely rude woman with a strong New York accent. She informed me that if the estimate of the movers differed from the estimate on the paperwork, I could either provide the extra demanded cash or leave my belongings. I asked to speak to a supervisor, she claimed to be one, and abruptly hung up on me. I chose to cancel the move rather than be scammed.

  I assert that Moving Solutions and MD Transportation are in cahoots to both create scams and commit theft of both money and/or people's belongings when people have no other alternatives. 

  Sincerely,  

  **** **********-Fitzgerald 

  Customer Answer

  Date: 12/26/2024

   
  Complaint: 22674475
  
  I am rejecting this response because:

  
  Please view the previous notations I have sent earlier this afternoon.  

  
  Sincerely,
  
  **** **********-**********

  

  Business Response

  Date: 12/26/2024

  I do not know how to respond to this, you are sending payments to another company and complaining to us.

  Customer Answer

  Date: 01/04/2025

   
  Complaint: 22674475
  
  I am rejecting this response because:
  Dear Sir(s):

  Please be aware that I am working on acquiring the payment and transaction history submitted to Moving Solutions by my aunt, ***** ******, who is included on the contract originally drawn up by Moving Solutions. I was the one to ultimately sign the document. 

  Please stand by; I respectful ask for a continuance (a small amount of time) while we track down this information.  

  Sincerely,
  
  **** **********-**********

  

  Business Response

  Date: 01/07/2025

  What in the world is going on.  You booked a move, you paid the carrier in line with the Bill of Lading.  You are confusing me.

  

  Business Response

  Date: 01/08/2025

  As outlined in the contract you signed, payments are non-refundable under the following conditions: (1) 72 hours after signing the Bill of Lading (BOL), (2) within 7 business days of your scheduled move, or (3) once a truck has arrived at your location. In this case, all three criteria were met.

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22674475
  
  I am rejecting this response because:
  

  
  Dear Sir(s):

  Please note as evidenced in the images submitted, the move was cancelled. It is noted in the system by ***************** as "CANCELLED." As provided by Florida Statutes Title XXXIV, Ch. ********, "Cancellation occurs when either party puts an end to the contract for breach by the other and its effect is the same as that of "termination" except that the cancelling part retains any remedy for the whole contract or any unperfomed balance." ***************** acted as a subsidiary of Moving Solutions and its "failure" to notify Moving Solutions of the cancelation is its fault.Also, as I noted in the original complaint filed in December, I had attempted to notify Moving Solutions of the situation the time of the arrival of the truck. Again, there individuals who arrived neither carried nor could produce any type of identification, documents or proof that they were in any way, shape or form affiliated with MD Transportation or Moving Solutions. As evidenced by the call log submitted, there was one call made to Moving Solutions for a duration of one (1) minute, when I was rudely dismissed by a woman who claimed to be a customer service supervisor, and then abruptly hung up on.

  The Moving Solutions representative who previously responded to this claim alleged a *****% satisfaction rate with the handling of  long-distance moves. In fact, there are no fewer than forty-six (46) separate complaints lodged about Moving Solutions with the ************************ that have been displayed on the BBB website since 2023. Moving Soultions currently has an alert put out by the Better Business Bureau for a pattern of customers being overcharged and and ********************' refusal to refund them. Interestingly, this is exactly my complaint!

  Moving Soultions alleges that they are entitled to the sum of money my aunt, ***** ******, and I paid to them because the three policies in the contract I signed were met. While I agree that the three policies were met, the contract Moving Solutions vehemently insists on was breached. An exchange of goods (money) was to be made for their services (a long-distance move). They did not perform. Quite simply, they cannot have both. 

  I demand a full, complete, and immediate refund, as well as damages to cover the costs of having to house my belongings in a storage unit indefinitely, plus the cost of a second moving company to move them there, until a more suitable solution may be found. Moving Soultions, MD Transportation and its employees should be ashamed of themselves for orchestrating such an abominable sheme on my husband, a disabled veteran who then served his country as a police officer and firefighter for thirty (30) years and myself, his new wife, who had been married for less than two weeks.
  

  Sincerely,
  
  **** **********-Fitzgerald 

   

  

  Business Response

  Date: 01/10/2025

  Moving Soultions alleges that they are entitled to the sum of money my aunt, ***** ******, and I paid to them because the three policies in the contract I signed were met. While I agree that the three policies were met,

   

  the contract terms were met, you are not entitled to a refund for any reason.

  Customer Answer

  Date: 01/19/2025

   
  Complaint: 22674475
  
  I am rejecting this response because:

  Dear Sir(s):

  Reiterated: the contract was cancelled due to rejection of the goods/conditions upon inspection, as is buyers' right stated in FLA. STAT. ******* (2024), "If the goods or the tender of delivery [in this case, the movers and their equipment, including but not limited to any dollies, moving blankets, boxes, braces and the moving truck itself] fail in any respect to confirm to the contract, the buyer may (a) reject the whole(,)" thus rendering the contract NULL AND VOID. ** inabilty to identify either the men who claimed to associated with MD Transportation or Moving Soultions, their equipment nor their transportation (U-Haul) without any documentation is completely unacceptable. Moving Solutions can name as many policies or conditions as they wish in the "contract," but without proper elemental foundation, it fails the test to stand independently, meaning there was no contract in the first place. The legal conditions required to make this "contract" were therefore not met and it is UNENFORCEABLE, i.e. one does not focus on tying a pretty bow on the curtains when one's house is on fire. Legal professionals make their careers studying the elements of what forms enforceable and nonenforceable contracts both in and out of the courtroom. Names such as ****** Day ******** and **** Bader ******** should ring a ****.

  Reiterated: I had attempted to notify Moving Solutions itself that the move had been cancelled, but was hung up on by a female customer service representative presenting herself as the supervisor. I would be delighted to inform the company in writing, however, any and all communications from Moving Soultions representatives continued to come from differing websites and go to a generic email box: *******************************; ************************, **************************; and ***************************** which is signed by people simply known as ***** and later *****. Moving Soultions, acting as an incommunicative, ignorant and then invisible company has rejected my attempts to inform them personally that the move was cancelled. 

  MD Transportation, however, acting as a subsidiary of Moving Solutions, was fully aware of the cancelation and had it in their system. If they failed to report it, it is their oversight and responsibility.

  Note that if one refers back to the "contract" provided to me, Moving Solutions is not mentioned at all. A company named DCZ Logistics is named repeatedly in the contract, which, after some research, appears to be an alternate name Moving Solutions, a.k.a. Top Moving Solutions, a.k.a. DCZ Moving appears to operate under. This entity seems to use these names interchangeably and at will. In the individual sector, these are known as "aliases" and individuals generally use such names to cover up illicit behavior. Using the same techniques in the corporate world is not unheard of.

  Reiterated: I request and require a full refund of any and all monies paid to both Moving Solutions and MD Transportation in expectation and consideration of this move that was cancelled due to the shortfalllings of individuals who claimed to be employees of the aforementioned companies. Additionally, I seek damages in order to pay for my belongings to be in a storage unit indefinitely until another option can be found and for the services of a local moving company to move my belongings to that storage unit.
  
  Sincerely,
  
  **** **********-**********

  Customer Answer

  Date: 01/21/2025

  Greetings: 

  Due to the dissatisfactory response of the response of Moving Solutions, I wish to proceed to mediation. 

  Thank you. 

  ***** **********-Fitzgerald 

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had selected this moving company on line and was told how the payment was to be made. I was given direction to send my deposit by check trough my phone taking a photo in which i did. but was also told if i needed to cancel at any time before the due date of my move I was able to do so. I had did some research about this company and the write up about them was not good. called and spoke a a Mr ******* ******** to cancel and was told by him that I would get my refund in about 18 days. 18 day have passed and did not receive any refund. I made many many phone calls to this Mr ******** and never got a response . Sent him many e-mails again no response . They took my money and did not render any service to me

  

  Business Response

  Date: 12/09/2024

  You scheduled a move for November ***** and later sent an email on December 3 without any message in the body. We responded promptly, but you did not follow up. Despite multiple attempts to reach you, you have been entirely unresponsive and are now filing a complaint.
  This situation highlights why we require depositsto safeguard against losses incurred from unfulfilled commitments. In fact, the costs we incurred on your job exceeded the deposit amount. By failing to honor the agreement, you have caused unnecessary disruption and expense.
  We encourage you to approach this matter constructively and reach out if you wish to resolve it amicably.

• Initial Complaint

  Date:12/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spoke to ***** ******** through Moving Solutions on September 18th to have our things moved from *************, ** to ************, ** in late November. ***** said if I changed my mind and wanted a refund, I could submit a refund request by November 8th and receive a full refund. After many attempts, calls and emails, to reach Moving Solutions for a refund I finally received a response on November 6th from ***************************** stating they sent the refund request to the billing department. I have made multiple attempts to reach the billing department to receive information about my request and all Ive received back is an automated email, no reply with information about my refund. Today marks one month since my request was submitted and *** still received no refund and no response. It explicitly states in their email that it could take up to one month, so I shouldve heard something by now. I have emails to prove my many attempts of communication that have been ignored. I just need my refund of $1,105 back ASAP. My move number is *******, authorization ID is ******** and invoice ID is 7159.

  

  Business Response

  Date: 12/06/2024

  A check was mailed to the pickup address on November 14, 2024, well within the time frame specified in our contract. If you prefer to collect the check in person, we can void the one that was mailed.
  We have communicated with you on multiple occasions regarding this matter. While we understand your frustration, filing a BBB complaint is not a constructive way to resolve this issue, in our opinion. Please let us know how you would like to proceed. Thank you.

   

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22649826
  
  I am rejecting this response because:

  I havent once been notified of a check sent to my previous address. I have spoken to many people through Moving Solutions and nobody relayed this information. Again, I have the emails saved to prove this. I have not received the check and would like the previous check to be voided and a new one sent to the following address: 

   

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

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

  

  Business Response

  Date: 12/06/2024

  Its important to provide proof if you moved locations without notifying us and subsequently did not receive the mail we sent. Continuing to pursue your complaint under these circumstances appears unreasonable and counterproductive. 

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22649826
  
  I am rejecting this response because:

  Again, I tried to get information from your team about my refund and nobody responded. I wasnt notified that my check was sent out and havent received one yet. Given that all mail from the previous address was forwarded to my new address, I shouldve received it by now. I am happy to send proof of my new address so I can receive the refund Im expecting to receive. 
  Also, I just spoke to ****** through **************** at ******************** and she informed me that Moving Solutions will not send me a check until I remove the complaint from Better Business Bureau. This is coercion and not only is it unethical, but its also illegal. I expect to receive my refund immediately to my new address. 

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

  Customer Answer

  Date: 12/06/2024

  I received an email with the following refund contract from Top Moving Solutions a few hours ago. As you can see, they are trying to coerce me into taking the review down by stating they will not give me my $1,105 back unless I take the review down and commit to not posting a negative review in the future. Note whats highlighted in the document. I will not agree to these terms. Also, one of their managers cussed me out on the phone earlier today and attempted to claim I am not eligible for the refund, even though they claim they sent the refund by check in November. (It doesnt add up that they wouldve sent a refund Im not eligible to receive.) I have a full recording of this conversation. 
  
  

  

  Business Response

  Date: 12/09/2024

  The client is ineligible for a refund under the terms of the contract. However, we offered a refund contingent upon her closing her complaint positively. She declined this offer and chose to proceed with the complaint.
  For reference, the attached documentation confirms her scheduled move date as September 18. She has stated that she canceled on November 6, which exceeds the allowable cancellation period. The cancellation policy is also attached for further clarification.