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:06/06/2025

  Type:Product 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.

  Dispute: Safe Hands Relocation LLC - Move Date: May 15, 2025 Initial Agreement: Binding estimate based on ***** cu ft, 208 items, @ $5.25/cu ft. Contract included disassembly/reassembly, furniture wrapping, itemized inventory, $0.60/lb cargo protection. Initial deposit: $2,541. Initial estimated was *******. Pickup (May 15): Item count increased to 251. Binding estimate revised to ***** cu ft. Goods loaded onto a larger truck with another customers goods. Charged $14,421 at pick up. Charged $3,521 for "materials, packing, stairs, labor, bulky" with no explanation. Unfulfilled Services: Furniture not disassembled/reassembled, not unwrapped. No pickup walk-through; contract copy not provided.Transit & Delivery:Goods transferred trucks in ********Delivered in a 26-foot Penske truck (max ***** cu ft capacity).Volume Discrepancy: Charged for ***** cu ft; delivered in ***** cu ft. 450 cu ft overcharge.Damages/Missing: Several items missing (coffee machine, grinder, ladder), broken (dining/coffee tables, high-top cabinet, shattered glass). Total $0.60/lb claim: $77.40.Error: Delivered items from another customer.Communications:Customer to ***** Detailed issues (missing/broken, unfulfilled services, cubic feet discrepancy).****'s Response: Focused on $0.60/lb insurance exclusions (dents/scratches/pressboard), requested photos. Dismissed cu ft concern: "can't provide exact cu ft until loaded."Customer's Rebuttal: Provided item weights; re-emphasized ***** vs ***** cu ft disparity. Requested $*****.00 (cu ft) + $107.40 (items) = $2,207.40 total refund.Escalation: **** forwarded to *****. Customer sent comprehensive detail/demand to ***** asking for resolution. Current Status (June 6): No response from *****. Considering credit card chargeback. Customer has fulfilled contractual "direct resolution" clause. Safe Hands Relocation offered $100 partial refund if we signed an ***.

• Initial Complaint

  Date:05/29/2025

  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.

  I was smooth talked into placing a moving order with **** at Safe Hands Relocation. I placed a $600 deposit with safe hands on 5/22/2025. I had created the quote a month back. I paid the deposit for pick up date 5/29-5/30/2025, with a policy that they would contact me 48 hours before to confirm my items and delivery. This did not happen. I emailed and was told as per policy, the movers would contact me 24 hours before the first requested ship date. This did not happen. It quickly changed to: youll be contacted the night before your first requested shipping day. This did not happen. Today is the 29th, and I keep getting told they will contact you, they will contact you. I have called and called, only to be put on hold, to be moved around. No one has given me a direct answer or put me in contact with the movers. I am incredibly frustrated and stressed out given that I have a flight on the 31st, and was told that all is well and things would move according to schedule. Things have not been moving according to schedule, and I fear that they will not call me tonight either to arrange pickup for tomorrow. I am posting this in hopes that they will follow through with their promise and their contractual agreement. Its incredibly frustrating to see how mismanaged and poorly executed a company is. All I want is good service.

  Customer Answer

  Date: 05/30/2025

  Hello, 

   

  I would like to rescind my complaint. They followed through on the 30th and the people who came by were great. Please dont publish my complaint or send it over, I regret acting out of emotion in the way I did.

  The business handled me exceptionally and were wonderful at pickup.

  Again, thank you. 

• Initial Complaint

  Date:05/28/2025

  Type:Product 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 had been in contact with. **************************** ************ ******* ***************** **** ******** ********************************** ******************* I havent had anyone contact me in over a week about where my belongings on. Once the movers arrived they charged me more money than they originally quoted me.They wanted to do everything through ***** even though I told them I dont think thats appropriate for that amount of money.

  Customer Answer

  Date: 06/12/2025

  I have attempted to call and email. I have not had a returned phone call in over 2 weeks and even then there was no update. I keep getting the run around .

  they had told me I didn’t want my Items delivered until 5/27 but I cannot find any communication where it says that it also isn’t on the contract. My items were picked up 5/17 and no one has given me clarity when my items would be delivered or where they are. I’ve paid almost  3 grande so far. 

• Initial Complaint

  Date:05/20/2025

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  Safe Hands Relocation uses an electronic system to calculate the weight and measurements of your belongings. Based on this, they initially provide a quote that appears reasonable and is often below the market rates of other moving companies. They require a 30% non-refundable deposit within 72 hours, pressuring you to book quickly by stating that the quoted price is only valid if you commit immediately. However, just days before the move, they significantly increased our cost by an additional $1,200, claiming that the shipment was suddenly heavier than initially calculated despite the earlier weight being determined by their own system. Attempts to contact customer service were met with delayed responses or outright ignored calls. Their professionalism seems to end once youve paid the deposit. The experience felt deceptive and manipulative, and I would caution others to be wary of this company's practices. I also didnt sign the cancellation form and no one showed up the apartment. I

  Business Response

  Date: 05/21/2025

  *****,
  
  
  I wanted to follow up regarding your recent complaint. First, lets clarify the cancellation policy and your inventory change.
  
  
  When you signed up with us on April 8th, you agreed to the terms outlined in both the contract and the payment authorization form. Both documents clearly state that you have 72 hours from the time your deposit is made to cancel and request a refund. This policy is binding and was acknowledged with your signature.
  
  
  While we do send a cancellation form as a courtesy, it is not required to be signed or returned for the policy to be enforceable. It simply reiterates what you already agreed to in your signed documents and serves as confirmation that your deposit is nonrefundable, especially if the 72-hour window has passed. Additionally, per the agreement, all cancellations must be submitted in writing to **************************************************************, which you did not do within the allowed timeframe.
  
  
  Now, regarding the increase in your quoted price:
  
  
  At the time of booking, you provided the following inventory, totaling 286 cubic feet:
  
  1 headboard
  1 footboard
  1 platform bed
  23 medium boxes
  1 king mattress
  12-piece sectional sofa
  1 TV stand
  1 television (75-inch)
  
  
  
  However, when we contacted you one week prior to your moveas we do with all customers to confirm accuracyyour updated list included a much larger set of items, totaling 478 cubic feet. The following items were not included in your original list, and are the reason for the increase:
  
  
  Additional Items Added Later:
  
  1 king bed (with mattress)
  1 broom
  1 fan
  2 guitars
  3 guitar amps
  2 hampers
  2 lamps
  1 mop
  2 nightstands
  2 outdoor chairs
  4 paintings
  1 patio rug
  2 plastic dressers
  1 shoe rack
  2-piece sectional sofa (updated from 12-piece?)
  3 storage bins
  2 trash cans
  1 vacuum
  1 walking pad
  
  
  
  This resulted in an increase of 192 cubic feet. Since your contract was based on a binding not-to-exceed estimate, you were only charged for the additional space used, priced at the same $6.50 per cubic foot that you initially agreed to. This totaled an additional $1,248.00.
  
  
  Think of it like going to a buffet where youre charged by the weight of your plate. If you initially fill your plate with 5 pounds of food, thats what youre charged for. If you return and add 2 more pounds, youre now paying for 7 pounds. The same principle applies hereexcept your move is priced by cubic feet, not weight.
  
  
  To summarize:
  
  You did not cancel within the 72-hour window.
  You did not follow the contractually required procedure to email support for cancellation.
  The price increased solely because the list of items you provided was significantly expanded after your original estimate.
  You were charged the same rate per cubic foot for the extra spacenothing more.
  
  
  
  Ill send you a breakdown highlighting the added items so you can see the difference between the original and updated inventory.
  
  
  Thank you,
  Safe Hands Relocation...

  Customer Answer

  Date: 05/25/2025

   

   I am writing to bring awareness to a troubling issue I recently encountered with a company that I believe may be scamming or misleading vulnerable clients. While I do not have concrete evidence at this time, I have come across similar complaints on platforms like Reddit, where others have expressed similar concerns about this company's practices. Unfortunately, the original contract I received is no longer available via the link I had, and I am unable to provide a full, detailed screenshot or the original documentation. However, I wanted to make the Better Business Bureau aware of my experience, as well as the experiences of others who have voiced concerns online. I understand that I may not have sufficient evidence to pursue this matter fully at this stage, but all I am requesting is that the BBB look into the companys practices, particularly in relation to the potential exploitation of vulnerable individuals.
  

  Thank you for your attention to this matter. I hope that through your review, others will be protected from similar experiences.

  
  

  Customer Answer

  Date: 05/26/2025

   
  Complaint: 23357157
  
  I am rejecting this response because:

  Re: BBB Complaint Response to Safe Hands Relocation

  
  I am responding to Safe Hands Relocations reply to my BBB complaint. Their response omits key facts and misrepresents the timeline and conduct surrounding my move. While I did send updated inventory photos after the 72-hour cancellation window, the company waited until after that window expired to inform me of a significant price change. This left me no opportunity to cancel or revise the agreement without forfeiting my $885 deposit, which I paid through Zelle.
  
  On April 8, I was quoted $2,368.45 for a move based on an inventory of 286 cubic feet. After I submitted photosat their requestI was informed just days before the move that the price had increased by $1,248. By then, I had no practical choice but to accept the new amount or lose my deposit.
  When I received notice of the price increase, I made multiple attempts to contact the company to ask what I could remove from the inventory in order to keep the original quote. My phone calls were ignored, and the only communication I received was via text, further limiting my ability to resolve the issue professionally or in a timely manner. The items cited as added were mostly small household items such as a broom, fan, lamps, and bins. Some original items were even overestimatedsuch as a 12-piece sectional that turned out to be smaller. The upcharge was excessive and unjustified.Furthermore, being asked to pay via ****** platform not recommended for business transactions due to limited consumer protectionraises serious concerns about their payment practices and transparency.

  The sequence of events appears to follow a concerning pattern:
  I was quoted a low price to secure a quick deposit.
  The company delayed reviewing my actual inventory until the cancellation period passed.
  They then dramatically increased the cost without allowing a real opportunity to cancel or adjust.

  
  I am requesting a refund of the unjustified portion of the increase or, at minimum, a partial refund. I also ask the BBB to thoroughly examine this pattern of pricing manipulation, lack of customer service, and the use of non-standard payment methods like Zelle.
  
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/24/2025

  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.

  Safe Hands Relocation LLC did not show up to complete my move, twice - two days in a row after lying repeatedly through broken communication about days and times. I reached out to every contact I had at the company - no one ever arrived to complete my cross-country move. This was a project that relied on trust, many months in the making. A devastating loss. The experience was emotionally and financially damaging to me in ways I've never experienced as a customer ever in my life. They kept my deposit of $762.26 despite failing to meet the terms of our deal. I had to hire new movers, and all I asked of Safe Hands Relocation LLC was the return of my money so I can move on. They are refusing to return my deposit after doing zero work and causing me extreme stress. This is a company that knows very well that they are failing to deliver, and they are avoiding responsibility for blatant violations. They've taken no responsibility for this despite my many e-mails and calls. The company has removed my access from the contract online, as I'm sure they know they've violated the terms. I've attached my correspondence with **** from the company here. It reads from the bottom up. You can see the experience from start to finish on my first pick-up day.

  Business Response

  Date: 04/24/2025

  Tell us why here...It would be a different conversation if the allegations you made were accurate. However, the reality is that this situation stemmed from frustration over the deposit being nonrefundablesomething that was clearly outlined in your signed agreement. You chose to cancel on your scheduled pickup date, April 15, while the crew was en route.
  Had the deposit been refunded, its unlikely youd be calling us a scam or making these speculative claims. The truth is, this entire situation could have been avoided had you allowed us to complete the move as planned.
  
  
  We take customer feedback seriously, and while we understand your frustration, we strongly disagree with the claims youve made in your review.
  
  1. We Are a Licensed, Bonded, and Insured Carrier Not a Scam
  Safe Hands Relocation is a fully licensed moving carrier, not a broker. Our Department of Transportation license is active and public, and **** successfully helped move thousands of families over the years. Alleging that we are a scam because you were dissatisfied with your personal experience is not only false, its unfair to the many people who have had great outcomes moving with us.
  
  
  2. Our Reviews Are 100% Authentic
  All reviews on Trustpilot and ****** are submitted by actual customers.
  On Trustpilot, the majority of our reviews are labeled Verified, meaning theyre confirmed by a third party as legitimate customers.
  ********************* detect fraudulent review activity and flag businesses accordingly. As you can see, our business has no such red flagsonly verified, real reviews from real clients.
  
  Just because your move didnt go as planned doesnt mean our dozens of satisfied customer reviews are fake.
  
  
  3. The Facts of Your Move
  You signed up and paid your deposit on March 21st, with agreed pickup dates of April 1415, as clearly listed in your contract.
  On the 14th, our team informed you they would need to pick up your items on the second day of your window (April 15th) due to delays on the previous job. On the 15th, your confirmed pickup day, the movers gave you a window of 10 AM1 PM, later updating you that they would be arriving closer to 3 PM due to traffic and scheduling delays.
  
  Despite staying in constant communication with you, you chose to cancel the move that afternoonwhen the movers were already 10 minutes from your address. This wasnt a case of no-show, but a delay that was communicated multiple times.
  
  
  4. Why the Deposit Was Not Refunded
  Your contract and credit card authorization form both clearly state that cancellations made within 14 days of the first scheduled pickup date are nonrefundable.
  By canceling on April 15th, the final day of your pickup window, we had already:
  Dispatched the truck
  Paid for a hotel for the crew
  Covered fuel costs and wages
  Reserved your slot, preventing us from booking other jobs
  
  Your deposit covered those costs. Had we failed to show up on both agreed pickup dates, youd be entitled to a full refundbut that simply wasnt the case.
  
  
  5. Allegations of AI Scripts and Poor Communication
  You were in direct communication with both our dispatch team and customer service. Every change was communicated promptly. While we do use tools like ****** Gemini to assist our team internally, every message and update you received was managed by a real person.
  
  6. Offering a Solution
  We are still more than willing to honor your deposit. If youre still in need of moving services, we will dispatch a second truck at no additional cost, applying the full deposit you originally paid on March 21st toward your new move.
  
  We stand by the quality of our service, our reputation, and our track record with thousands of families. We regret that your move didnt go as expected, but that does not make us a scam or con. It was an unfortunate situation based on a same-day cancellation during an already active pickup.
  
  We wish you well, and were here if youre open to moving forward with a resolution.

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Issue 1: The pick up date was April 15th. At ***** pm. They didnt show up until almost 3. The mover that was there helping with the loading parked in our driveway, leaving the moving truck in the street, therefore an extra charge for long haul was demanded of $150. This could have been avoided if the moving truck parked in the driveway.Issue 2: we paid $3000 for 691 cubic square feet of space on a moving truck. It was discovered that we only had 520 square feet of space resulting in the moving company leaving a fourth of the stuff behind. The mover informed us that we went over the space by 200 square feet which we found out was a lie. He also informed me that he wanted $500 cash and for me not to tell the company about it. That he would keep the fact we went over keep the cubic square feet to himself and pocket the cash. This resulted in me having to a police officer and have him on standby at the storage unit. We measured the cubic square feet and it was 520. Not the 691 we paid for. As soon as the mover saw the police officer, he all of a sudden didnt want any more money. He Said it was wall good and fine. I feel as though the mover was scamming me the entire time since he entered the house. I was doing all this from out of state so no one was present at point of pick up. He kept telling me not to tell the company about the extra cash he was demanding. I have the text thread to prove this information as well. As well as video of the interaction between the police, myself and the mover. I think the load he picked up first went over on space and he was trying to put that on me instead or as well. Not sure. Very disappointed in this transaction and felt like the entire situation was scammy. Also now I need to go get the rest of the belongings he left behind, so thats going to be another un-necessary huge expense. Issue 3: he was trying to tell me over and over again that I didnt prepay the second payment when in fact I did.

  Business Response

  Date: 04/24/2025

  Hello,
  
  
  Id like to take a moment to clarify what occurred during your move and address the concerns that have been raised.
  
  
  When you initially signed up with us on April 7th, you provided an inventory list consisting of 27 items and 87 pieces, totaling 691 cubic feet of space. Your move was scheduled to take place just eight days later, on April 15th, which unfortunately did not allow enough time for our standard ***************** calla process we typically complete a week in advance to verify inventory and obtain accurate furniture measurements.
  
  
  Because that call couldnt take place, your inventory was entered into our system using industry-average dimensions for each item. This is standard procedure when specific measurements arent available.
  
  
  When the movers arrived at your home and began loading your belongings, it became clear that there were additional items not originally included, and that some of the furniture exceeded average sizing. Normally, any volume exceeding the allotted 691 cubic feet would be charged at $6.00 per cubic foot. However, due to the circumstances and visible frustration, the crew chose not to charge you for any overages and simply loaded only what fit within the 691 cubic feet you had already paid for.
  
  
  Regarding the payment process: the pickup and delivery payments go directly to the crew, and all transactions are documented through official paperwork that is turned in to dispatch. There is no scenario in which the crew would or could hide payments from the company. Any such statement or suggestion would be inaccurate and misleading.
  
  
  One of the challenges we faced during the pickup was that you were not physically present, which made it difficult to clarify details and review the space used in person. Had you been there, we could have shown you the exact volume being used and discussed the option of taking the extra items at the appropriate overage rate.
  
  
  As for the long carry fee of $150this charge is clearly outlined in the contract. It applies when our truck cannot park within 75 feet of the residence. In your case, the movers applied the minimum long carry charge of $150, and no additional fees were added.
  
  
  You also mentioned that someone claimed the 691 cubic feet figure was inaccurate or false. Id like to know who provided that information. For context, our trucks are pre-measured in 200 cubic foot increments, making it very easy for our crews to determine exactly how much space is used.
  
  
  At this point, your move has been picked up, transported, and delivered successfully in *****. We are more than willing to reach out to the ******* who handled your belongings to hear his account and provide a full picture of the situation.
  
  
  Please let us know how you would like to proceed or if there is anything further we can assist with.
  
  
  Sincerely,
  Safe Hands Relocation, LLC

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23242929
  
  I am rejecting this response because:
  You did not address anything other than telling me I had too much stuff. I measured the space after everything was unloaded out of the truck an and all I  got was 520 csf. Not the 691 I paid for. Plus He had his helper parked in my driveway so the long haul was not fair. If he had parked in the driveway like I asked him to then that wouldnt have been an issue. I have tried calling the company and no one wants to call me back. When I was in the purchase phase of the move you all called me 2x a day. Now all the sudden, because I have an issue, no one wants to talk. I paid over $3,150 for this move and am highly disappointed in the way it went down. It sounds to me that you all at Safe Hands Relocation out sourced to a very untrustworthy and unprofessional mover. I dont think you all owe me all my money back but I do believe you owe partial payment for lies and dishonesty the mover portrayed. I paid Safe Hands Relocation and did not get what I paid for. I just want a resolution to this. We already have to go back to ******** and gather what he left behind that WOULD have fit if I had the accurate amount of cubic square feet that I paid for. I hear what youre saying but its just does not explain the dishonesty and manipulation from the mover!! 
  Sincerely,
  
  *****************

• Initial Complaint

  Date:03/26/2025

  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 arranged for this company to move my belongings from ******** ** to ***** **. I received an exact quote from them and it was not to exceed. I had a 8x8x8 storage locker. It was 85percent full. I outlined this with them. They gave me a contract which stated the price. I signed this. I have a deposit of ******. The items were picked up in ** on time. My son met them there. As soon as they got there they started adding on all these extra charges. Although I told them in advance it was on the 4th floor in an elevated storage prior to receiving a set contract. Then when loaded they raised price again staying it was more sq.ft. well you can't take a storage locker 8x8x8 and .make it any bigger. Plus my son took 4 large items with him. So again they tried to get more money. I told them I had to pay by credit card. They never addressed this issue with me. I assumed it was fine. Now they want cash . Only cash and they are holding my items hostage. T hey want more money,.will not give me a delivery date And are hostile when asked. I have a set contract. I have emails that state when I should get delivery. I want my items.

  Customer Answer

  Date: 03/27/2025

  I finally got the mover to show up after agreeing to pay ****** more.  Certainly unjustified.  I did not even have the original sq ft. 

  He pulls up and the first thing out of his mouth is ... Well this is going to cost you more money to bring it up. 

  He wants to leave it on the loading dock.

  I paid ***** to move this stuff.  An additional 5oo.  Now he wants more money.

   

  I don't have it.  I sold my mother's wedding ring to get the other 500.  I am aty wits end. 

• Initial Complaint

  Date:03/11/2025

  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.

  A custom made buffet was missing in the delivery from my move and the mover has acknowledged it is missing and also a side table was damaged. Custom buffet cost me $1500 and side table was $95 They only offered $9 dollars for the side table but only until I remove a negative review and have not responded to my questions asking if the missing buffet has been located. Nine dollars isn't enough to repair the side table. This company lied to me on how my property is packed and transported.

  Business Response

  Date: 04/17/2025

  Hello,
  
  First, I sincerely apologize that we did not see the email sooner had we seen it earlier, we absolutely would have responded right away.
  
  Regarding the customers concerns:
  
  We fully understand that ****** is upset about the missing buffet table and the damages reported. Unfortunately, the buffet table was lost during the move, and there were damages to other items as well.
  
  
  In terms of the insurance coverage:
  
  It is clearly stated multiple times across all three contracts that were signed and agreed upon that the coverage provided is standard cargo protection up to $10,000, based on $0.60 per pound per article.
  
  If ****** had wanted full value protection or additional insurance, it was her responsibility to obtain it separately, which is also outlined in the agreement she signed.
  
  
  
  We did offer compensation to ****** in accordance with the coverage she selected. However, because the payout amount was not what she expected, she declined the offer, stating it was not worth it.
  
  While we understand her frustration, the option to file the claim remains open she simply chose not to move forward with it.
  
  Initially, there was hope that the buffet table had been located, but unfortunately, it was not recovered. This is why we advised ****** to file a claim for compensation for the lost item.
  
  We have made several good-faith efforts to resolve this matter, but unfortunately, instead of working toward a solution, ****** has continually expressed dissatisfaction with the insurance payout amounts despite the fact that she signed and agreed to the insurance terms well before the move took place.
  
  I will be providing all necessary documentation, including the signed contracts and our communications with ******, showing the multiple attempts we made to resolve this issue in accordance with the agreed-upon terms.
  
  Thank you,
  
  **** *****************************************

  Business Response

  Date: 04/17/2025

  Hello,
  
  
  First, I sincerely apologize that we did not see the email sooner had we seen it earlier, we absolutely would have responded right away.
  
  
  Regarding the customers concerns:
  We fully understand that ****** is upset about the missing buffet table and the damages reported. Unfortunately, the buffet table was lost during the move, and there were damages to other items as well.
  
  
  In terms of the insurance coverage:
  It is clearly stated multiple times across all three contracts that were signed and agreed upon that the coverage provided is standard cargo protection up to $10,000, based on $0.60 per pound per article.
  If ****** had wanted full value protection or additional insurance, it was her responsibility to obtain it separately, which is also outlined in the agreement she signed.
  
  
  We did offer compensation to ****** in accordance with the coverage she selected. However, because the payout amount was not what she expected, she declined the offer, stating it was not worth it.
  While we understand her frustration, the option to file the claim remains open she simply chose not to move forward with it.
  
  
  Initially, there was hope that the buffet table had been located, but unfortunately, it was not recovered. This is why we advised ****** to file a claim for compensation for the lost item.
  
  
  We have made several good-faith efforts to resolve this matter, but unfortunately, instead of working toward a solution, ****** has continually expressed dissatisfaction with the insurance payout amounts despite the fact that she signed and agreed to the insurance terms well before the move took place.
  
  
  I will be providing all necessary documentation, including the signed contracts and our communications with ******, showing the multiple attempts we made to resolve this issue in accordance with the agreed-upon terms.
  
  
  Thank you,
  
  Safe Hands Relocation

• Initial Complaint

  Date:02/03/2025

  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.

  Moving company gave me a quote and changed the contract quite a few times had a 10 x 20 unit made that very clear and was worried if all my thing would fit was assured I would have all my things moved safely stress free made the deposit payment $1328 When the moving day came the truck driver told me I had way less space then I was told then asked me to pay more then double the original price I was told They lied back and forth for 1/2 the day in the cold the truck driver told me the company was wrong and should try and fix their mistake they continue to lie and make fun of my disabilitys Now Im out the money for my move and back at ********** still need to move and also out of money that I had paid people to help me get ready for the move

  Business Response

  Date: 02/10/2025

  *******, I wanted to address the situation regarding your move with Safe Hands Relocation and clarify the events involving you and *******. When you initially signed up with us on January 21, you informed your agent, *****, that you had a 10x15 storage unit that was about 60% full. A fully packed 10x15 unit typically holds ***** cubic feet of space, so your estimate at the time was around 650 cubic feet.
  
  
  After you signed the agreement and made a deposit of $1,328.01, we were later informed by ******* that the actual size of the unit was 10x20 and about 75% full. As a result, we adjusted the estimate to add 75 more cubic feet to accommodate the additional space.
  
  
  Please understand that we provided a binding not to exceed estimate, as outlined clearly in the terms and conditions. It is noted that once the movers arrive and conduct an on-site assessment, revisions may be made based on the actual space your items occupy in the moving truck. We were unable to get a detailed inventory from you at the time of booking, as you mentioned you hadnt been to the storage unit in a while and were unsure of its contents. So, we relied on the percentage of how full you believed the unit to be. Additionally, the original size provided was incorrect, leading to a discrepancy.
  
  
  When the movers arrived, it was confirmed that the unit was indeed 10x20, and the space occupied was around ***** cubic feet, which aligns with a 75% full 10x20 unit.
  
  
  Regarding the deposit, as outlined in the cancellation/refund policy signed by both ******* and yourself on January 21, it is stated that you have 72 hours from the time of the deposit to request a cancellation. It also mentions that once the movers arrive and attempt to pick up your belongings, the deposit becomes non-refundable. Furthermore, cancellations are not allowed within 14 days of the scheduled pickup date. Since your first available pickup date was January 28, which was only seven days after your deposit, the deposit was non-refundable based on multiple factors.
  
  
  The terms and conditions you agreed to are outlined in several documents: the initial agreement, the cancellation/refund policy, and the bill of lading, all of which were signed prior to the movers arriving.
  
  
  When the movers assessed the job, they quoted you based on the actual space used, which explains the price adjustment. We offered a discount of $891.72 to help with the additional cost, but ultimately, we were unable to load everything without the necessary payment. Despite our best efforts to accommodate, the deposit remains non-refundable, as it covered costs such as the movers wages, hotel stays, and operational expenses. The job was canceled on-site, leading to this outcome.