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:05/09/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 moved from ** to GA 2/25/25 pick up, delivery 2/27/25. ******** placed my move with Infinity Moving Solutions for a full professional pack. The Infinity labor was not professional and over 90 items of mine were broken, damaged or destroyed. The owners were disrespectful and encouraged the damage. One of the laborers used profanity towards me several times. The owners have the BBB logo on the emails as BBB accredited. According to your web site they are not accredited and have a D+ rating. Their ratings on the internet are one star with MANY complaints. I did not have a choice of mover the broker, SafeShip scheduled them.They promised in a written agreement to pay me $3073 reimbursement for the full pack, return a dresser and other items to NC and process an insurance claim for the damages. They have defaulted on the agreement paying me only $500. They delayed the return items, then offered to pay me to ship them back which I did. I have not been reimbursed. Their claims insurance is internal and I seriously doubt I will receive claim reimbursement. I do not know what the total money owed is, but will estimate.Attached a small sample of damages, agreement and BBB logo.

  Customer Answer

  Date: 06/09/2025

  Federal law requires movers to have insurance. I filed a claim for 93 items and have heard nothing. Federal law requires movers to participate in the Arbitration Program. I requested arbitration with Infinity they have not responded. I have a written agreement and appology from Infinity to pay me for packing, shipment of a dresser back to ** and have their insurance pay my damages. They've paid me $500 and defaulted on their proposal and appology. This company has no integrity!

  I filed complaints with the ***** which is affiliated with the ***. I was told by them it can take up to a year for them to investigate. Meanwhile this company thumbs their nose at Federal law evading weighing stations purposefully driving at night, refusing to follow hours working without rest and avoiding payroll taxes by paying laborers as contractors who are by definition employees. This jepordizes the general publics safety, not to mention how they rip off customers. Yet, no one has done ANYTHING to address Integrity's criminal behavior. They committed fraud placing the BBB acredited logo in their emails. This is ok to represent falsely that the BBB backs their behavior fraudulently? 

  I have lost approximately $10,000 financially due to Infinity Moving Solutions LLC being permitted to not be accountable to follow Federal and State laws. This is truly a travesty of justice!

• Initial Complaint

  Date:02/14/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Strline Vanlines. Originally I was quoted $3000. Then it was handed over to Infinity moving solutions. They get to the house a day late and loaded everything from the apartment and then went to my storage facility. After packing the truck completely full, I was told that there is no more room for the rest of my stuff and that Ill have to pay $3400 dollars more or they would leave with my stuff. Not only did I have to hire someone else to clear out the rest of my stuff, I had ****** up! I was stuck! After a reluctant agreement, they left. They said it would be a week before they got my stuff to my new house. It took 2 months! And there was damage to so much stuff. Including mold and water damage. AND they lost my new Lazy Boy recliner and patio furniture. I've been going back and forth trying to get them to process my claim for 18 months now!!! They completely ghosted me since July, 2024. Nothing but liars and cheaters here!! DO NOT HIRE THIS COMPANY!!!!

• Initial Complaint

  Date:11/30/2024

  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.

  We used Infinity for our move on June 15, 2024. Overall, we paid about $6400 to this company, after receiving an initial quote for $2400. Aside from the massive price difference sprung on us day of, infinity did not hire adequate movers for ours things or estimate size appropriately - the movers ended up using some kind of third party hire service to hire two additional helpers after a few hours of moving our things. The delivery date we originally discussed was within 5 days of pickup, but our items sat in an unsecured lot near our apartment for a full 5 days. We finally got our things over a week later, after Infinity wasnt able to get ahold of their subcontractors and they refused to provide any paperwork to us or Infinity. The movers also refused to sign the same paperwork as us, only working in double printed documents with one signature on ******** onto the drop off issues - the team again hired extra hands through a third party app. The hired helpers then asked us for payment. While dropping off our things, we noticed that every single piece of furniture was damaged. All of the wood furniture had large holes and dents, one of our couch chairs had a leg broken off, and our bookshelf now slants forward and can only be used safely with a counterweight. Once we noticed these issues, we quickly filed our complaint on July 20th. In a series of communications, the team argued back and forth on how much they are willing to cover, saying that the items werent entirely unusable so they wouldnt be refunding the appropriate amount. I mentioned the terms of the contract again, and they said it would be handled by the end of September. I followed up a few more times in October and November, until finally receiving a response that claims will be handled in the order they are received. I replied back that according to the *****, you have up to 120 days after claim receipt to respond, and then I would take additional action. I have not received a reply.

  Business Response

  Date: 12/03/2024

  Good morning, 

   

  We apologize that you feel as if you're not being given the right information. However, your items were not covered by Full Value Protection, meaning your items were covered by the basic $0.60/Lb/Article. At this time, if you were given a settlement in which you are not accepting, the next step would be Arbitration. 

   

  All claims within our offer current process time is between ******* days, and payment for the settlement can be made 90 days after the settlement is accepted between both parties. 

   

  Please reach out to our office via email if you have any more comments or concerns. 

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22621293
  
  I am rejecting this response because: this does not satisfy the inquiry about my case, specifically. Federal law requires a resolution be provided within 120 days of the complaint being made, so while the business may say their timeline is ******* days, that is not compliant with federal law. It also doesnt not speak to my case specifically, and if a resolution would be provided for my case. I have reached out via emails and phone directly to the business and have been unable to get a reply, so I have no confidence in this resolution being provided without my claim staying open.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:08/26/2024

  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.

  On 6/25/24 Infinity Moving Solutions showed up at my Florida residence and said they were there to move my ******** first they said there was plenty of room as originally ************* the end I was forced to leave aprox 20% of my personal items in Fla.The employee ****** charged me a mn extra $550 to add items to a trailer he brought along.I paid both the $1600 as originally agreed to and and additional $100 for a BBQ grill I needed shipped due to space he said That day I paid out $2250 to him.When my final delivery showed up in ******* I was charged $1750 more which was given in cash to their solo driver ****** ****** for my delivery.He said that he had no receipt book and that I'd receive an immediate receipt over the phone from ******, his boss.I did ****** grill was damaged beyond repair.A replacement is aprox $197 and boxed is 100lbs in weight.I am also missing a 32"Vizio TV valued at $109 and weighs 7.4lbs I have filed all pictures, prices and weights to them and the original booking company ******, all I nformation above.I have yet to receive my final Bill of Lading, a formal company receipt of $1750 for delivery charges and payment, nor any renumeration for the damaged and missing items described above .PacMen USA, the booking agency has made numerous attempts to receive the above items or get anywhere with my claims filed.I could go on with other shortcoming about the aforementioned company here but wish thesec4 items be handled properly and soon.Thanking you in advance..

  Business Response

  Date: 09/10/2024

  Good morning, 

   

  Thank you for reaching out to IMS. I would like to state and show that this client has been given a resolution on his claim twice, once on Friday Aug 9 and the second time it was sent to him on September 5. The client is the one who has not gotten back to us advising how he would like to receive the funds. 

   

  Thanks