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:09/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired Top Notch to move our property from ************, ** to ******, **, paying a total of $4,916.80 on May 17, 2023. The three movers arrived, wrapping the furniture and breakables. We fed them lunch and tipped them $100 each. Verbal reassurance was given that delivery would be May 20. The delivery was not made until May 25, making my husband and I to remain in ****** and incur hotel and meal expenses 5 extra days. During this time, Top Notch failed to acknowledge and ignored my calls, tests and emails. When the furniture finally was delivered, nearly every piece of our good cherry furniture was badly damaged with water stains, scratches, and chips. Two of the boxes marked Very Fragile were completely crushed, as if a heavier object fell on them . The contents of glasses and plates, all carefully and properly packed, were smashed. The damage was so severe that even the moving supervisor documented the extensive damage on my receipt. The Top Notch contracts written language assured me of $10,000 insurance so I took 15 pictures of the furniture and contacted them. They denied all responsibility to the damage claiming it was the movers fault, even though the vans were hired by the company, not us. I was referred then to VanLines *** and filed six pages of claims, enclosed with all pictures and required documentation within the 90 day window. To this date, September 10, we have been unable to reach either company. Our home in ****** is being built and I have thousands of dollars of damaged furniture and property in the storage unit. According to the law, Top Notch is legally responsible for loss or damage that occurs during the transportation of the shipment and all related services identified on the Bill of Landing.I have contacted a lawyer who has advised me to contact the company and give them one more chance to offer a reasonable financial resolution before entering litigation and Small Claims court. I would sincerely appreciate any assistance you could provide to assist us attain a resolution. Thank you.

  Customer Answer

  Date: 10/11/2023

  VanLinesUSA has given me a final offer of $192.00 to compensate for my 9 pieces of solid cherry furniture that were badly damaged in the move. My contract with Top Notch Movers assured me up to $10,000 of damage insurance. Unbeknownst to me, Top Notch hired VanLines *** and two other companies to transport my property. After 6 hours of loading all my possessions, VanLines *** had me sign a document whose fine print mentioned their insurance only paid $.40 a pound of damage. I had no choice at that point but to sign the document which the head mover assured me was standard procedure. As I did not hire VanLines ***, I assumed Top Notch would still assume responsibility for any damage incurred during the move. As neither BBB nor I have heard any response from Top Notch, should I accept their ridiculously low offer or wait to hear from you? Thank you so much for your understanding and assistance.

  Customer Answer

  Date: 10/18/2023

  Thank you for attempting to contact Top Notch Movers of *************** on my behalf. The fact that they never responded to you either speaks volumes about their lack of integrity. I would ask you please to remove the A+ rating you have awarded them in their website As for me, it was very deceiving and I would hate to think of others being scammed as I was. Please let me know if this was accomplished. 

  Business Response

  Date: 07/02/2025

  Dear *****,
  
  
  Thank you for reaching out and sharing your experience. I want to start by sincerely apologizing for the stress, inconvenience, and added expense you experienced during your move especially the delay and the damage to your belongings. I completely understand how frustrating this has been, particularly with the unexpected hotel stay and the disruption to your plans.
  
  
  To clarify, as a moving broker, our role is to coordinate and arrange moving services by connecting customers with licensed ********************** companies. We do not operate the trucks or employ the crews who carry out the actual move. That said, while the moving company is ultimately responsible for the handling and condition of your items, we do take your concerns seriously and want to help resolve the situation.
  

   

  We are currently reviewing what went wrong during your move and are in contact with the carrier to address both the delay and the damage. For long-distance moves, federal regulations (*****) generally allow up to 30 business days for delivery, but we recognize that a 5-day delay especially without clear communication is unacceptable.
  
  
  Wed like to work with you to find a resolution. This may include filing a formal damage claim with the mover, assisting with reimbursement where possible, or discussing additional compensation depending on the circumstances.
  Please let us know the best way to proceed or if theres documentation youd like to share (photos of the damage, receipts, etc.). We are committed to doing everything we can to make this right.
  

   

  Sincerely,
  
  
  ********* *********
  Administration 
  
  Top Notch Moving LLC
  **************