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:06/27/2025

  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.

  I am filing a complaint against Safebound Moving and Storage for a misleading estimate, delayed delivery, and failure to provide promised services for my move from *********, ** to ***********, **. On April 25, 2025, ***** ******** provided a $9,945 estimate, verbally assuring it included packing/unpacking and delivery within days of my May 31, 2025 move-in date. On May 23, 2025, two days before my May 25 pick-up, *** **** raised the estimate to $18,500, citing unlisted services and inventory. Per ***** rules, estimates must allow informed decisions, but Safebounds last-minute revision left me no time to seek alternatives, forcing me to accept under duress. I disposed of $20,000 in belongings due to this. ***** was fired for incompetence, yet Safebound failed to correct the estimate promptly. Delivery occurred on June 6, 2025, not within days of May 31 as promised, causing inconvenience and costs. Upon delivery, unpacking and trash removal were excluded, contrary to assurances. Unauthorized individuals (a woman and two children) were present, raising privacy concerns. I overheard the driver say local workers were paid $20/hour, suggesting poor service quality and no background checks. *** **** offered no resolution beyond a discount from $22,500 to $18,500. The CEO and *** offered only $800, which is inadequate. I request a $8,550 refund to honor the $9,945 estimate and compensation for $20,000 in losses and inconvenience. Safebounds actions violated trust and ***** guidelines. Please assist in resolving this matter.

  

  Business Response

  Date: 06/27/2025

  We appreciate the opportunity to respond to this complaint and would like to express our regret that the client is dissatisfied with their experience. While we strive to provide consistent, high-quality service and transparent communication, we must respectfully clarify and correct several points raised in this complaint.

  
  The original estimate of $9,945 was based on the inventory and service details provided to our representative at the time. As is industry standard, all estimates are non-binding and subject to change based on actual inventory, space requirements, and confirmed services. Upon final review, the actual inventory was substantially higher than originally reported, and the client also requested full packing services. This necessitated a revision of the estimate to accurately reflect the scope of the job. The revised estimate was provided on May 23, 2025, and was accepted by the client prior to service. While we understand the client felt the timing was inconvenient, it was not the result of negligence, but rather the late identification of added services and inventory.

  
  The clients earliest requested move-in date was adjusted to May 31. Delivery occurred on June 6within the standard industry delivery window for long-distance moves of this size. At no time was a guaranteed delivery date contractually promised, and any verbal delivery expectations discussed prior to scheduling were explicitly non-binding, as outlined in our written agreement.

  
  To clarify, ************************ refers exclusively to the packing of household goods prior to pickup. At no point were unpacking or trash removal services quoted, contracted, or paid for. These services are not standard for long-distance moves and must be explicitly requested and included in the contract, which they were not in this case.

  
  Final-mile labor is sometimes contracted locally for logistical efficiency. The individuals who physically assisted in this move were labor-only professionals hired through a trusted vendor. While the client observed additional individuals on site, only authorized laborers were involved in handling household items. We have no record or indication that any inappropriate conduct occurred, and any assumptions about background checks or wage rates are speculative.

  
  Following our internal review, we acknowledged the client's concerns and extended a goodwill offer of $800. This offer was made not as an admission of wrongdoing, but as a gesture of respect and customer care. The clients demand for an $8,550 refund, as well as claims of $20,000 in losses due to voluntary disposal of items, are not supported by the contractual agreement or ***** guidelines. Our records show that the services quoted, agreed upon, and delivered were consistent with the final bill of lading and executed in a timely and professional manner.

  
  While we regret that the client feels let down, Safebound Moving and Storage fulfilled its contractual obligations. We provided accurate services based on actual inventory, delivered within the expected time frame, and maintained consistent communication throughout. We stand by our offer of $800 as a fair and reasonable resolution and hope the client will reconsider this offer in the spirit of closure.

  
  Respectfully,
  Safebound Moving
  Client Support Management

  Customer Answer

  Date: 06/27/2025

   
  
  Complaint: 23527633
  
  
  
  I am rejecting this response because:

  Dear Better Business Bureau and Safebound Moving and Storage,
  
  Thank you for Safebound Moving and Storage’s response. While I appreciate the opportunity to address this matter, I respectfully disagree with several points raised and seek to clarify my position for a fair resolution.
  
  1. **Revised Estimate and Transparency**: Safebound claims the original $9,945 estimate was revised due to a “substantially higher” inventory and my request for full packing services. As a consumer who has never hired a moving service for a cross-country move, I relied entirely on Safebound’s staff to conduct an accurate initial inventory. Their staff, however, omitted several boxes during this process, which led to the significant cost increase communicated only on May 23, 2025, after the initial agreement. This late revision left me with limited time to explore alternatives. As I was under the impression that this was a full-service move including packing and unpacking, how could I, as an inexperienced consumer, be expected to know how many boxes it would take to pack my belongings? I request documentation verifying the alleged inventory discrepancies and proof that these were due to my mistake rather than negligence by Safebound’s staff in omitting items during the initial inventory.
  
  2. **Delivery Delays**: Safebound states that delivery on June 6, 2025, was within the “standard industry delivery window.” This does not address the significant inconvenience and additional expenses caused by the adjusted delivery date. While no guaranteed delivery date may have been contractually promised, Safebound’s initial verbal estimates created reasonable expectations that were not met, contributing to my dissatisfaction.
  
  3. **Premium Packing Services**: Safebound asserts that “Premium Packing Services” excluded unpacking or trash removal. This distinction was not clearly communicated during the booking process. As a consumer, I reasonably assumed that a full-service move, as presented by Safebound’s representatives, included both packing and unpacking. The omission of unpacking and trash removal resulted in unexpected labor and costs on my end.
  
  4. **Final-Mile Labor Concerns**: Safebound’s explanation that final-mile labor was contracted through a trusted vendor does not alleviate my concerns about the professionalism and oversight of individuals on-site. The presence of additional, seemingly unauthorized individuals raised legitimate questions about safety and accountability. Safebound dismisses these concerns as “speculative,” but if this is the case, I request proof of background checks for all laborers involved in my move to verify their authorization and qualifications.
  
  5. **Goodwill Offer and Refund Demand**: I appreciate Safebound’s $800 goodwill offer but find it insufficient given the financial and emotional toll of this experience. My demand for an $8,550 refund reflects additional costs from the late estimate revision, delivery delays, and unexpected labor for unpacking and trash removal. Additionally, the $20,000 in losses stems from the disposal of items I could not manage due to the lack of unpacking support, which Safebound’s unclear service terms contributed to. I am willing to provide further details to support these claims.
  
  Safebound’s assertion that they fulfilled their contractual obligations does not fully address the lack of clear communication, unmet expectations, and additional burdens placed on me. I respectfully request that the BBB review all documentation and communications to assess whether Safebound’s practices align with fair and transparent business standards. I am open to a revised resolution that fairly addresses the financial and logistical impacts I experienced.
  
  Thank you for your attention to this matter.

  
  Sincerely,
  
  
  
  Valerie Kobzej

  

  Business Response

  Date: 06/27/2025

  Thank you, Ms. ******* for your thoughtful response. We understand that moving cross-country is a major undertaking, and we regret that your experience did not meet your expectations. That said, we must again clarify the circumstances, as several points raised do not accurately reflect the services rendered, the terms agreed upon, or the nature of the issues.
  
  First, regarding the revised estimate: our process depends on the accuracy of the inventory provided by the client or gathered during initial consultations. The estimate you received on April 25, 2025, was based on the information known at that time. During final confirmations, it became clear that the actual inventory and service needsincluding full packingwere more extensive. This is not uncommon in long-distance moving and is precisely why the ******************************************* (FMCSA) allows for non-binding estimates. The revised estimate was communicated in advance of your move, and you signed off on it prior to service. While we understand the timing was not ideal, you were not forced to proceed; you made the decision to move forward with our services after receiving the revised terms.
  
  Regarding delivery: the window you were provided was in line with the contract and within standard delivery ranges. While we regret that the arrival did not coincide with your preferred timing, no guaranteed delivery date was provided or contracted. Our team made every effort to meet the schedule within the scope of the agreement.
  
  Concerning ************************* your assertion that you assumed unpacking was included appears to stem from a misunderstanding. Nowhere in your verbal conversations with our representatives, signed estimates, or service documents is unpacking or trash removal listed, quoted, or promised. Premium Packing is clearly defined industry-wide as the packing of household goods prior to transport. While we understand your expectations may have differed, those expectations were not based on any written or verbal commitment from our team.
  
  On the matter of final-mile labor: all individuals involved in the handling of your belongings were authorized laborers retained through a licensed, insured vendor. The individuals you referencedsuch as the woman and childrenwere not employees nor involved in your move. While their presence may have felt unprofessional, there is no indication that they compromised your privacy or the quality of your service. Our labor partners are required to maintain appropriate staffing, and we will remind them of our standards. We do not provide background check documentation to clients for privacy and legal reasons, but we assure you that these vendors are vetted for professionalism and compliance.
  
  Finally, we want to reiterate that your $20,000 valuation in disposed goods appears to be entirely voluntary. There is no record of a forced disposal or service failure on our part that would have necessitated such a loss. While we understand you felt overwhelmed, we cannot accept liability for decisions made based on assumptions not grounded in our written agreement.
  
  Our original goodwill offer of $800 still stands as a fair and reasonable resolution. This gesture reflects our empathy for your dissatisfaction, despite our fulfillment of the contract and services agreed upon. While we will not be increasing that offer, we do hope you consider it in the spirit in which it was madeto bring closure to an experience that, while imperfect, was handled professionally and in good faith.
  Thank you again for your feedback and for the opportunity to respond.

  
  
  Respectfully,
  Safebound Moving
  Client Support Management
  

  
  

  Customer Answer

  Date: 06/27/2025

   
  
  Complaint: 23527633
  
  
  
  I am rejecting this response because:

  I am writing to formally reject Safebound’s response to my complaint, as their explanation does not adequately address the issues I experienced during my interstate move, nor does it align with my expectations under the Federal Motor Carrier Safety Administration (FMCSA) regulations (49 CFR Part 375).
  
  
  1. **Revised Estimate Concerns**: Safebound claims the revised estimate was due to an inaccurate initial inventory and was communicated before the move. However, under 49 CFR § 375.401, movers are required to provide clear and timely communication of any changes to non-binding estimates. The revised estimate was presented to me at a stage where I felt pressured to proceed due to time constraints, which undermines the spirit of FMCSA’s consumer protection standards. This lack of transparency caused significant financial strain, and Safebound’s response does not acknowledge the distress this caused.
  
  
  2. **Delivery Window Issues**: Safebound states the delivery occurred within the contracted window. However, 49 CFR § 375.407 requires movers to provide reasonable delivery schedules. The broad delivery window provided was not conducive to my planning needs for a cross-country move, and Safebound’s failure to accommodate a more precise timeline exacerbated my inconvenience. Their response dismisses this concern without offering a meaningful resolution.
  
  
  3. **Premium Packing Services Misunderstanding**: Safebound asserts that unpacking and trash removal were not included in the Premium Packing Services. While this may be true in their contract, 49 CFR § 375.403 emphasizes that movers must clearly define services in writing to avoid ambiguity. I was led to believe, through verbal discussions, that Premium Packing included comprehensive support, and this misunderstanding could have been avoided with clearer communication. Safebound’s response does not address this miscommunication or propose a remedy.
  
  
  4. **Final-Mile Labor Professionalism**: Safebound claims all laborers were authorized and vetted, but the presence of unauthorized individuals (e.g., a woman and children) at the delivery site created an unprofessional environment. FMCSA regulations (49 CFR § 375.205) require movers to ensure all personnel adhere to professional standards. The presence of non-employees raises valid concerns about oversight and privacy, which Safebound’s response minimizes without addressing my discomfort or offering accountability.
  
  
  5. **Valuation and Disposed Goods**: Safebound denies liability for the $20,000 in disposed goods, claiming it was a voluntary decision. However, the overwhelming circumstances of the move—compounded by the late delivery and lack of unpacking support—left me with no practical choice but to dispose of items. Under 49 CFR § 375.201, movers must offer clear valuation options for loss or damage. Safebound’s failure to provide adequate support during delivery contributed to my losses, and their response does not acknowledge this impact.
  
  
  6. **Inadequate Goodwill Offer**: Safebound’s $800 goodwill offer does not reflect the extent of my financial and emotional hardship. FMCSA regulations (49 CFR § 375.211) encourage movers to resolve disputes fairly. The proposed amount is insufficient to address the cumulative issues, including the financial burden of the revised estimate, the inconvenience of the delivery window, and the loss of goods.
  
  
  For these reasons, I reject Safebound’s response and request a more equitable resolution that accounts for the full scope of my experience. I am seeking a refund of a portion of the moving costs to honor the original estimate, compensation for disposed goods in the amount of $28850. I urge Safebound to reconsider their position in light of FMCSA regulations and their commitment to customer satisfaction. I am willing to pursue mediation through the BBB and have filed a complaint with the FMCSA since Safebound seems unwilling to admit fault and offer a reasonable compensation amount.
  
  Thank you for your assistance in facilitating this process.

  
  
  
  Sincerely,
  
  
  
  Valerie Kobzej

  

  Business Response

  Date: 06/27/2025

  See attached for the original and revised paperwork, as well as the pick up paperwork. 

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23527633
  
  I am rejecting this response because:

  Attaching the two separate estimates doesnt solve anything. As you can see in the attached email exchange between Safebound and me the first estimate was clearly off in the inventory. The person who took the inventory was only with Safebound for three weeks. The only reason I would know that is because *** **** implied that the reason my Estimate was so far off was because the employee ***** ******** was only with the company for three weeks. How else would I know that? The reason for his departure is irrelevant. Whether he was fired or left as a disgruntled employee only after three weeks is evidence that the first estimate was created at the negligence of Safebound and its new employee. The fact that *** failed to take a new inventory only two days before my scheduled move, Demonstrates further negligence on behalf of Safebound. Furthermore, *** failed to provide an updated estimate following our call on May 23. He only included a link. When I asked for the revised estimate at the beginning of June after the move took place, he apologized and finally sent the updated PDF. However, how do I know that that PDF was not an altered version from what was in the link of the updated estimate? Safebound is required to have sent to me an electronic PDF version of the updated estimate. Im sure if you were to look at the history of Safebound on BBB and the multiple complaints just this year on ***** you would see similar complaints from customers which further validates my assertions that Safebound conducts deceptive practices at the expense of the customer who is in a tough position and stressful position when going through such a move. I remain steadfast that Safebound should honor the original estimate given all of these details.

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

  

  Business Response

  Date: 07/01/2025

  Ms. ******,

  
  Thank you for your continued engagement. We understand this experience has been frustrating, and while we regret that you remain dissatisfied, we would like to clarify our position one final time.

  
  You are correct in stating that ***** ********, the representative who originally provided your estimate, had only been with our company for a few weeks. That fact was shared in the spirit of transparency, not to shift blame. While the original estimate did fall short of accurately reflecting your inventory and service needs, this was promptly addressed with a revised estimate once the discrepancy was identified. This correction does not reflect negligence or deceptionit reflects a necessary and reasonable adjustment based on a ****** understanding of your moves scope.

  
  The revised estimate was sent via email link on May 23, prior to your scheduled pickup. You received, reviewed, and proceeded with services under that estimate. While we understand you would have preferred a PDF at that time, the version you received post-move is identical in content. All estimate revisions are time-stamped and logged internally; we categorically deny any suggestion that the final PDF was altered after the fact. There is no evidence to support this claim.

  
  Regarding your concern about whether our practices are deceptive, we must respectfully disagree. Safebound is a licensed carrier regulated by the *****. We complete thousands of moves each year and handle each one with professionalism and transparency. While online forums and complaint boards are open to public comment, they often do not reflect the full context or resolution behind each situation. Our record with the ***** remains in good standing.

  
  Youve asserted that the original estimate should be honored based on the shortcomings of a new employee. However, moving estimates are not guaranteed fixed prices. This is explicitly stated in both our communications and your signed agreement. Once additional inventory and services (such as full packing) were confirmed, a revised estimate became necessary and appropriate.

  
  We continue to stand by the $800 goodwill offer made to you. This is not an admission of fault, but a good faith gesture to acknowledge your dissatisfaction and the inconvenience you experienced. Given that the services were rendered and your belongings were delivered within the delivery window, we believe this is more than fair.

  
  Sincerely,
  Safebound Moving
  Client Support Management

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23527633
  
  I am rejecting this response because:

  $800 is not good faith. Its robbery. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:06/20/2025

  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.

  I am filing a formal complaint regarding a moving company that I believe violated ***** regulations by misrepresenting itself as a carrier when, in fact, it acted as a broker and failed to disclose that a different company that was not accredited with the BBB and would would be handling my move. Additionally, the quote I received initially nearly doubled on pickup, despite our items not changing significantly. Company Name: SAFEBOUND MOVING AND STORAGE USDOT Number: ******* Date of Agreement:4/30/25 Move Date: 6/9/2025 Pickup/Delivery: *********, ** to *******, ** Complaint Summary:1.Misrepresentation of Services:When I contracted with the original company, they explicitly presented themselves as a moving company, not a broker.Nowhere in the quote or pre-move communication did they disclose that a different company would perform the move.2.Surprise Carrier at Pickup:On move day, a different company ****************** at my home.This company is not registered with the Better Business Bureau (BBB) and holds a B- rating, significantly lower than the A- rating of the company I agreed to hire.3.Undisclosed Brokerage Activity:The second company told me directly that the first company ACTED as a broker.This was never disclosed to me beforehand, which violates federal requirements under 49 CFR 371.113(c)(1).Requested Action:I am requesting that the ***** investigate this company for:Failing to disclose broker status when acting as such,Failing to notify me that a different carrier would perform the move, and replacing the carrier with a non-BBB accredited carrier that has a significantly lower rating. I would appreciate being informed of any follow-up actions or findings.Attachments Available Upon Request:Contract/estimate documents Emails and text messages Screenshots from BBB listings Thank you for your time and assistance

  

  Business Response

  Date: 06/23/2025

  
  Thank you for taking the time to submit your concerns through the Better Business Bureau. We genuinely regret that your experience did not meet your expectations, and we appreciate the opportunity to clarify and respond to the issues youve raised.

  
  1. Company Representation & Use of Carrier Partners
  Safebound Moving & Storage is a federally licensed motor carrier. Our USDOT number is *******, and our MC number is ******. We operate our own trucks and moving crews across the country.

  
  As disclosed in our written agreement(attached), we do reserve the right to assign trusted carrier partners to perform services in certain cases. This is a seldom used provision and is only exercised when necessary to ensure timely and efficient delivery particularly during high-demand periods. While we understand this may not have been clearly reiterated during your booking, this clause is included in the contract for transparency and legal compliance. Our use of an authorized carrier in your case did not alter our responsibilities or obligations to you.

  
  2. Carrier Assignment and BBB Accreditation
  On June 9, 2025, your move was assigned to ***********, a properly licensed and *****-authorized motor carrier. Although they may not currently be accredited by the BBB, accreditation is voluntary and is not required by federal regulation. We understand your concern regarding the difference in BBB ratings and appreciate your feedback on this matter, which we are taking seriously in reviewing future carrier assignments.

  
  3. Estimate Recalculation and Inventory Increase
  At the time of your initial estimate, your inventory included approximately 45 items, totaling an estimated 450 cubic feet. Upon pickup, our team recorded 74 items, which increased the volume to approximately 750 cubic feet a 300 cubic foot increase (see attached paperwork from pickup.
  This substantial change in volume required an adjustment to your estimate, consistent with federal guidelines for non-binding estimates. The increase in price was based on the actual cubic footage needed to transport your household goods, not arbitrary changes. That said, we understand how frustrating unexpected cost increases can be, and we aim to ensure such changes are communicated clearly and professionally.

  
  4. Regulatory Compliance and Transparency
  We respectfully disagree with the allegation that we misrepresented ourselves as a carrier or acted as a broker without disclosure. Our licensing and business model are fully compliant with ***** regulations, including 49 CFR *******. We remain fully accountable for the services performed, whether by our own fleet or by an approved carrier partner.

  
  We regret the stress this situation has caused and appreciate the opportunity to address your concerns. Our goal is always to deliver honest, professional, and reliable service and we are committed to improving where needed. We are happy to conduct a further review. Should we find that any part of the service fell short of your expectations or our standards, we will take appropriate steps to make it right.

  Please reach out tot he office so that we can have a productive conversation to move us in the right direction. 

  
  Respectfully,
  Safebound Moving
  Client Support Management

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23498929
  
  I am rejecting this response because:

  While the company may reserve the right to utilize a trusted carrieras occurred in our case when Safebound contracted US Safe to conduct our moveit would have been appropriate and professional to inform us of this change in advance, rather than having the new carrier arrive unannounced on the day of pickup.

  
  The unexpected involvement of a different carrier caused significant confusion and complications throughout the process. Specifically, there were issues with communication, as it was unclear whether we should be corresponding with Safebound or US Safe at various stages, particularly regarding delivery logistics. For example, the truck driver was given an incorrect contact number by US Safe, which led to delays.

  
  The handling of claims was similarly problematic: US Safe instructed us to follow their claims process, while Safebound provided different guidance. Additionally, after delivery, the driver failed to follow up as promised regarding missing furniture components, and it remained unclear which company we should contact for resolution.
  Despite multiple attempts to escalate our concerns and request callbacks from both Safebound and US Safeincluding assurances from representatives at both companies that a manager would follow upwe have yet to receive any response. It has now been over a week since these commitments were made, and we are still waiting to be contacted. 

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

  

  Business Response

  Date: 07/01/2025

  Thank you for your response and for further explaining the difficulties you experienced. We sincerely regret the confusion and frustration this situation caused and would like to address your concerns directly.

  
  While our agreement does include the right to utilize a trusted carrier partner when necessary, we want to clarify that the assignment of *********** was the result of a last-minute scheduling adjustment that became unavoidable due to shifting route availability. This change was made in order to keep your move on schedule and avoid any significant delay. Unfortunately, the short notice left very little time to formally notify you in advance, and we understand how unsettling it must have been to have a different carrier arrive on the day of pickup. We recognize that even when permitted under contract, changes of this nature require better communication, and we sincerely apologize for the disruption it caused.

  
  We also acknowledge the breakdown in communication that occurred during the process. It should have been clear at every stage who you needed to contact, and we understand how frustrating it must have been to feel caught between two companies. The incorrect contact information provided to the driver and the resulting delays were avoidable and are being reviewed internally so we can prevent similar mistakes in the future.

  
  Regarding the claims process and the issue of missing furniture components, we apologize for the conflicting instructions you received. While the performing carrier typically manages claims directly related to the physical transport, Safebound will remain actively involved in the resolution process. We want to make it absolutely clear that we are here to support you through the claims process and will help expedite it on your behalf. Additionally, if the resolution or compensation offered by the claims company falls short of what you feel is fair, we are prepared to augment the amount offered to ensure your concerns are respectfully addressed.

  
  Your file has been reopened and escalated with both our internal management team and the management at US Safe. You will receive a direct follow-up from a Safebound Client Support within the next 2448 hours with clear next steps and an action plan to resolve the outstanding issues.

  
  Finally, we deeply regret that your previous requests for callbacks were not fulfilled. That is not the standard of responsiveness we hold ourselves to, and we are addressing this failure with both our team and our partner to prevent a repeat of this experience for any client.

  
  Please know that we remain committed to resolving this matter to your satisfaction. If you have any additional documentation you would like to provide in the meantime, please dont hesitate to share it with us **************************************************************

  
  Respectfully,
  Safebound Moving
  Client Support Management

• Initial Complaint

  Date:06/19/2025

  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.

  I called Safe Bound Moving to move my furniture from one condo to another condo located in the same complex but I needed to store it until the new condo was ready to move into. About 3 weeks.** asked us where we were storing the furniture and boxes and I told him Cube Smart, only one mile away. ** then asked what Cube Smart was charging which was $230 a month. ** said he could save me some money because.he would store it at Safe Bound for free. ** explained how many men were involved and hourly rates, The movers did a tremendous job and I took notice of how many blankets, clear plastic wrap, followed by green plastic wrap, followed by rolls and rolls of tape. ********! The reason being that I was charged $800 for supplies, which I was responsible for per contract, seemed extremely high. My main complaint was when they delivered my furniture ( again great job by movers) my wife was given the bill and they left. When I checked the bill I was astonished to see I was charged $750 for storage. I was also overcharged an extra hour of labor, costing $180. The *** convinced me to switch storage companies because it was cheaper. I called the *** and I was told me they was a vaulting/unvaulting fee. I have yet been able to find a person who has ever heard of this, to me it's still in storage. I was never told this and I believe I was deceived by the ***. ** stated he would save me money by storing with him but actually cost me $500 extra. When I read the contract it read I MAY be charged for this ambiguous term vaulting unvaulting. I believe I was deliberately lied to by this ***. I believe this is actually fraud by this company. When I talked to **** he agreed I was overcharged for labor and would refund $180. However, after discussing the storage charge he threatened to withhold the refund of $180. ******

  

  Business Response

  Date: 06/19/2025

  Thank you for taking the time to share your concerns. We want to address the issues raised in your complaint and clarify the facts regarding your recent move with Safebound Moving & Storage.

  
  Regarding the $180 labor overcharge, we acknowledge that our representative agreed this charge may have been incorrect, and a refund would be authorized accordingly. This refund was notand never would beused as leverage or withheld due to any dispute about storage fees. To suggest otherwise misrepresents the intent and nature of our communications. In the interest of fairness, we are currently reviewing GPS records to confirm crew arrival and departure times to ensure accuracy in the time-based charges. Should a discrepancy be found that falls outside of the description of services in the contract, we will gladly refund the unused time. 

  
  As for the storage charges, its important to note that your estimate and contract explicitly state that vaulting/unvaulting fees may apply. The exact cost of which is dependent on the scope of the storage service required. Vaulting is a standard practice in professional moving and storage operations, involving the handling, labeling, and securing of goods in sealed wooden vaults, stacked on top of each other in rows, isles, and columns in a warehouse. While this may not be commonly discussed outside of the industry, it is neither ambiguous nor unusual. These charges were applied based on the labor and handling required to secure your items during the storage period. We regret if you believe this was not sufficiently explained to you at the outset, but there was no intent to deceive or mislead as this fee is clearly listed in our contract in red font.

  
  With regard to your concern about the packing supplies, while we understand the charge may seem high, it is consistent with industry standards for the volume of protective materials used to properly safeguard your belongings. Our crews are trained to use all necessary materials to ensure your items are transported without damage, and these costs were outlined as part of your contractual agreement.

  
  Finally, concerning the presence of flies: our records indicate that the boxes in question were packed and sealed by you prior to pickup. The infestation could only have originated from your original residence, as the boxes remained sealed during transit and storage. The time the items spent in storage would have provided sufficient incubation time for any existing insect eggs or larvae to develop. We have not received similar reports from other clients storing in the same facility, and our storage environment is kept clean, climate-controlled, and regularly inspected. With that being said, Safebound cannot accept financial responsibility for an issue that did not stem from us and deem your request for $500 to be both wildly overestimated and entirely misdirected. 

  
  We regret that this experience has caused you frustration, and we remain available to discuss any additional concerns you may have.

  
  Respectfully,
  Safebound Moving
  Client Support Management

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23492364
  
  I am rejecting this response because: Regarding the term vaulting and unvaulting it states charges MAY be charged, not will be charged. The salesman told me he could save me money because his storage is free and CUBE SMART was charging me $230 a month. The fact is he never stated he would be charging vaulting and unvaulting deliberately deceiving me by telling me he could save me money when in fact is was much more costing me an extra $500.00.  I caught them lying about the hours charged which added an extra $180 . Also, how many ****** knows what vaulting and unvaulting means. Sounds like it would protect valuable materials. Another deceitful billing was charging me 4 hrs labor which seems to be unrealistic since there were no stairs *********** unwrapping and wrapping of furniture. I believe I should be reimbursed half of the $750. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 06/26/2025

  Dear Mr. *********************** you again for your follow-up.

  
  We appreciate the opportunity to clarify a few additional points regarding your concerns and assure you that our intention has always been transparency and professionalism throughout the process.

  
  First, regarding the vaulting and unvaulting charges, your estimate and agreement clearly state that these fees may apply, depending on the nature of the storage. While we understand your concern that may implies discretion, this clause exists to allow flexibility based on the method of storage usedwhich in your case involved vaulting. Vaulting is a standard industry practice used when items are stored in private, secure wooden containers rather than open warehouse shelving. This service requires additional labor to carefully load and unload these containers and is charged accordingly.

  
  We do regret if our representative failed to clearly explain this. However, we must respectfully clarify that an accidental omission is not the same as intentional deception. There is no evidence that any Safebound representative deliberately misled you; rather, it appears the misunderstanding arose from a lack of full explanation, for which we take accountability.

  
  Regarding the labor charge discrepancy, you are correct that an overcharge occurred. As acknowledged previously, this was identified as a clerical error, not an act of dishonesty. Mistakes in time recordingwhile rarecan happen, and when they do, we take steps to correct them. This is not deceitful billing but rather an easily correctable oversight, and we have already authorized a refund for that $180 overcharge.

  
  In regard to the total labor time charged for delivery, please note that the charge covers more than just the physical unloading. Labor time includes the crews arrival, paperwork, walk-throughs, and any handling involved in safely placing items as requested. Even in cases without stairs or complex setup, a minimum threshold of time is generally expected for completing the job with care. We have reviewed the job notes and GPS timestamps, and the time billed is within a reasonable range for the services provided.

  
  We understand that specialized industry terms such as "vaulting" may not be familiar to all clients. This is why we include detailed written agreements outlining any potential charges. Clients are always encouraged to review and ask questions about these documents in advance, and we remain committed to helping clarify any part of the process.

  
  While we regret that you feel misled, we stand by the fairness of our charges based on the services provided. That said, we value your business and feedback, and we have already agreed to honor the $180 refund to correct the timekeeping discrepancy.

  
  Should you have further questions or require clarification on any portion of your contract, we are happy to assist via phone should you wish to call into the office.

  
  Respectfully,
  Safebound Moving
  Client Support Management

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23492364
  
  I am rejecting this response because:
  Again, this representative has lied.  He states in the recent response that $180 will be refunded to the charge card and we have yet to receive this payment. Also, lied about storage stating I would save money by storing with Safe Bound when in the end it cost me more than $500. Nothing but a bait and switch con. My next step will be to contact the Attorney General to investigate and expose this company. WHERE IS MY REFUND YOU PROMISED? It seems the threat you made to withhold my refund is true because we have yet to receive it 
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 06/27/2025

  Please see the attached screenshots of refund to the card on file which was used for the delivery payment, and the delivery payment made on move day (redacted for privacy) 

  Customer Answer

  Date: 06/29/2025

   
  Complaint: 23492364
  
  I am rejecting this response because: They seem to not want to compromise in any way. ********* has just received the ,$180 overcharge but is showing pending. Representative still lied to us about saving money. He knew ahead of time about charges for vaulting and neglected to tell me. I never would have hired Safe Bound that was an hour away while CUBE SMART was 5 minutes away costing hundreds of dollars in gas and labor charges plus the overcharge of $750 for vaulting and unvaulting. Contract indicated that vaulting fees MAY be added using a term that most layperson's do not know the meaning of. Hiding behind deceitful words and not being forthright with charging fees they knew would be added to final bill is to me, unethical, deceitful, and fraud!

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

  

  Business Response

  Date: 06/29/2025

  Dear Mr. *********************** you for your continued feedback.

  
  We understand and respect your position, and we would like to once again offer clarity regarding the concerns raised.

  
  The offer to store your belongings at Safebounds facility was extended as a convenience, with the intention of ultimately saving you time and money. Specifically, the savings referenced by our representative pertained to avoiding the additional cost of hiring a crew to pick up your items from a third-party storage facility (such as CubeSmart) and redeliver them to your home. By keeping your items in our secured facility, we were able to perform both the pickup and final delivery directlystreamlining the process, reducing the need for extra travel, and eliminating the need for a separate pickup fee, which can be substantial in many cases.

  
  While we understand your interpretation of the representative's remarks, there was no intention to mislead. The representative could not have predicted the exact vaulting method and cost your items would require or incur until they arrived at our storage facility and were inventoried. As your contract clearly stated, vaulting/unvaulting charges may apply - depending on the method of storage used and the total amount of volume. In your case, the volume and nature of your goods required that they be placed into secured vaults for proper care and protection. This is a standard procedure in the moving and storage industry and is not unique to Safebound.

  
  We also respectfully note that proximity to a storage facility does not negate the quality or safety considerations of where and how items are stored. Our facility was offered as a secure, climate-controlled, and professionally managed environment for your belongingsnot based on geographical convenience, but based on the overall benefit and cost-efficiency of the service.

  
  As previously stated:

  The $180 refund for the labor time discrepancy has been processed and is currently pending with your bank.
  The vaulting/unvaulting fees were applied in accordance with the contract you signed and reflect legitimate services rendered.
  There is no basis for claims of fraud, as all charges were documented, contractually supported, and applied in accordance with industry standards.

  
  We do regret that you feel this situation has not met your expectations, but we have acted fairly and transparently throughout the process. No further reimbursement will be issued beyond the correction of the billing error already acknowledged and refunded.
  We remain available to discuss or clarify any portion of your contract or services if needed.

  
  Respectfully,
  Safebound Moving
  Client Support Management

• Initial Complaint

  Date:06/18/2025

  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.

  I have documentation and evidence that I was scammed and lied to by this company. Overcharged, verbally harassed and mistreated, lied to, scammed. The list goes on. Furniture is damaged. Was promised they would come back to set everything up the following day because they were too incompetent to do it the day of the drop off. Had to pay someone else to clean up their mess. Did not follow the contract or agreement made on initial call. They say they dont contract with 3rd party services - meanwhile Safebound Moving and Storage isnt even who moved me. Two other moving companies did. This is deceptive. Especially when otherwise is advertised on their website and discussed over the phone at initial intake. ******** advised I submit a complaint to the BBB and attempt to resolve the issue with the company directly this way. This is my last attempt to resolve this. Next step is legal. I want every dime of mine back otherwise I am involving an attorney. This is the story in short.

  

  Business Response

  Date: 06/19/2025

  Were truly sorry to hear about your experience and want to express our sincere regret that your move did not meet your expectations. We understand how upsetting it must be to feel mistreated or misled, and we take your concerns very seriously.
  
  Wed like to address some of the concerns you raised, starting with the structure of your move. Your reservation was made directly with Safebound Moving & Storage, and your move was performed under a Safebound contract. Due to an unforeseen mechanical issue that impacted our dispatch schedule, we were forced to use a trusted and vetted agent to assist with the pickup of your belongings. This was done to avoid disrupting your schedule and to ensure your items were safely collected as promised.
  
  Importantly, the delivery of your items was completed by a Safebound Moving & Storage crew in a Safebound-branded truck. At no point was your move outsourced beyond our authorized and trusted network. We regret if this was not clearly communicated in advance, and we agree that any confusion around this point is unacceptable. However, at all stages, your move remained under our supervision, responsibility, and customer care protocols.
  
  With regard to the allegations of overcharging, verbal mistreatment, damages, and unfulfilled setup, we want to investigate every detail thoroughly. If you have not already done so, we ask that you please share any supporting documentation, photos, or written communication  directly to us so our ************************* team can assess the situation fairly and completely. Please email all correspondence to ************************************************************.
  
  It is never our intention to leave a customer feeling deceived, and we want to resolve this matter professionally and directly. If you are open to further dialogue, we are ready to work with you on a resolution that reflects the facts of your move and the standards to which we hold ourselves.
  Please let us know the best time and method to contact you, or feel free to reach out to us directly so we can move forward constructively.
  
  Respectfully,
  Safebound Moving
  *************************

  Customer Answer

  Date: 06/22/2025

  Complaint: 23489883
  
  I am rejecting this response because:

  This response from Safebound Moving and Storage is yet again filled with nothing but lies. At this point, Im not surprised anymore. They cant even tell the same story twice within the same sentence. They say the move was completed by a Safebound truck and crew and then say that for an unforeseen mechanical issue that had happened they were required to use a trusted and vetted agent. These are two different things here that are completely opposite and make no sense so which one are they claiming happened? Id also love to hear what made up nonsense theyll say happened. Totally pathetic. I dont believe that they are sorry or are taking my concerns seriously as stated in their response because they are lying again. Let me clarify for them. The truck that picked up my items was not a Safebound branded truck - I have pictures of the truck. If you look up the phone number listed on the truck in my photo its for American Knights - not Safebound. I have many other photos and evidence that show what Im saying is the truth so its probably a good idea if they start being honest. The crew was not a Safebound crew. I have photos of the shirt one of the movers was wearing and it isnt a Safebound logo. **************** handled the pickup and a different moving company called ***************** handled the drop off. My furniture was stored in a warehouse which I never agreed to and was damaged and left sitting in pieces upon delivery. I had to hire someone and pay more money to fix the mess this company made. Its a joke. They lodged furniture screws so far into the wood of my bed frame that they were stripped and wouldnt come out. They didnt even come back the next day to set the furniture up like they said they would to finish the job that I paid them for. The list goes on and on. This isnt even everything. Im trying to summarize details because Im tired of repeating myself. The bottom line here is I am fed up with being taken advantage of by this place and this behavior isnt allowed. They need to learn how to speak to people and how to provide real customer service especially when they are being paid money for it. Their client support management team doesnt need to assess anything fairly - they know what they did and they arent the ones who were treated unfairly. The way they spoke to my family and I over the phone when we had concerns on the day of the move about all of this was absolutely atrocious referencing male body parts. They should be embarrassed. Of course no one at Safebound is able to locate these phone call recordings. Figures they would miraculously disappear. I tried resolving this issue with them and then also through the bank. Now Im attempting this way. The only resolution I am willing to settle for is every dime of mine back. There are no negotiations. This company is filled with liars and scammers and I do not appreciate what was done to me or how I was treated - and they arent sorry because they are continuing to lie again just like they always do. I am trying to work this out now before I involve legal but this is the last time Im asking. Not only did they do what I mentioned above and in my previous message but they didnt follow the contract, overcharged me, and tried to get me to sign a no charge back form to put it short. They knew what they were doing this entire time. I booked my move with Safebound Moving and Storage - not with **************** or Mx Transportation. This is fraudulent and deceptive. Especially after I asked from the start if they contract with 3rd party services and was told no AND being that they advertise otherwise on their website indicating that the move will be completed by a Safebound truck/team from start to finish. Give me my money.

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

  Customer Answer

  Date: 06/22/2025

  Adding attached file to be included in my response sent to BBB 6/22/25 as I do not think this attachment in the response is able to be viewed for some reason. Re-attaching now. Please add.

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

  Customer Answer

  Date: 06/22/2025

  For some reason, this particular photo once submitted does not open. I am re-attaching again. I want this photo included in my response sent to BBB 6/22/25. It was attached along with 3 other photos but was not opening after my submission was sent. Please add and please make sure all 4 attachments are able to be viewed. If not, I can re-send a different way.

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

  Customer Answer

  Date: 06/22/2025

  Not sure what is going on but this particular photo once submitted is not opening to be viewed or is not attaching properly. I have tried several times. I want this included in my initial response to BBB 6/22/25. There should be 4 files attached including this one. Please add and make sure all are visible. If they are not, I can try re-sending a different way. But they all need to be included in my response.

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

  

  Business Response

  Date: 06/23/2025

  We are writing in response to the complaint filed by Ms. ********** ***** regarding her recent move coordinated through Safebound Moving & Storage. We understand her dissatisfaction and take her concerns seriously. We appreciate the opportunity to clarify the events and address the issues raised.

  
  1. Clarification of *****************************start="651" data-end="654"> Ms. ****** move was reserved directly with Safebound Moving & Storage and was executed under a Safebound contract. Due to an unforeseen mechanical issue with one of our scheduled trucks, we were required to dispatch a trusted, pre-screened agent to perform the initial pickup in order to avoid disrupting the client's scheduled move. This decision was made with the intent of preserving her timelinenot outsourcing responsibility.

  Despite this operational adjustment, Safebound remained fully accountable. The move was completed by a Safebound crew, and her household goods were delivered using a Safebound-branded truck. We emphasize this to counter the claim that her move was deceptively handed off to outside companies without oversight or transparency.

  
  2. Documentation of ***********************start="1456" data-end="1459"> As indicated in the attached screenshot (IMG_1997_4.png), our representative *** **** contacted Ms. ***** via Adobe Acrobat Sign with a Release of Liability and Chargeback Prevention Form on March 11, 2025. This standard communication practice was in accordance with our internal protocol and does not waive any client rights under the law or the terms of the original contract unless voluntarily signed and submitted by the client.

  
  3. Damage Claim and *************************start="1933" data-end="1936"> We acknowledge the damage claim illustrated in the attached photo (IMG_1717_(7).jpg), as well as the concern regarding improperly assembled or damaged furniture (IMG_1941_2.png).  If she has not already submitted a formal damage claim, we welcome and encourage her to do so. Once received, our ***************** will promptly review it according to the terms outlined in her valuation coverage.

  
  4. Additional ***************************start="2468" data-end="2471"> Ms. ***** indicated there were four total image files submitted with her original BBB response. Three attachments have been successfully reviewed, and we are working to ensure all are included and visible in this file. If any attachments failed to load on the BBB platform, we welcome Ms. ***** to resend them in an alternative format, and we will ensure they are properly forwarded and acknowledged in the BBB case file.

  
  5. Our Position and ********************start="2929" data-end="2932"> We sincerely regret that this client feels her expectations were not met. Our intention has always been to fulfill the terms of the contract in good faith and provide timely, transparent service. We remain open and willing to work toward a fair and professional resolution, including processing all claims and assessing service-related concerns. We will continue to cooperate with the BBB and Ms. ***** directly to resolve this matter appropriately.

  
  Respectfully,
  Safebound Moving
  Client Support Management

  Customer Answer

  Date: 06/27/2025

  Complaint: 23489883
  
  I am rejecting this response because:

  This response from Safebound Moving and Storage is yet again full of lies. I am not repeating myself anymore. As far as the image that did not open or attach, I did send the BBB a separate message with it re-attached as the system was not taking it for some reason in the original message. However, it appears that was not included as I asked. It is re-attached here in this message and includes a photo of the truck that was at my house on pick up day, which is a picture of American Knights truck - not Safebound.

  At this point, I am sick of the lies. What is the resolution that Safebound Moving and Storage is wiling to provide?

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

  Customer Answer

  Date: 06/30/2025

  Hello. I would like to know why my BBB case was closed with Safebound Moving and Storage. The BBB sent me an email stating the case was closed for one of two reasons but both reasons listed do not apply to me. Safebound Moving and Storage did not address my concerns within the complaint and I have replied within the requested time frame each time. I also never got a response to my last message as far as what resolution Safebound Moving and Storage is going to provide to me. The response I got was that the BBB is closing my case. Safebound Moving and Storage double brokered my move, which is illegal per ***** regulations and violates MAP-21 laws in several ways. My next step will be to forward this information to an attorney and let them handle this. ********** ***** 6/30/2025

• Initial Complaint

  Date:06/09/2025

  Type:Sales and Advertising 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.

  Safe Bound moved us from ** to **. They picked up on 4/17/25 in AM and our items had to go into storage until being delivered on 5/1/25. We received a call on 5/1/25 that the truck broke down and they were unable to deliver out items (furniture, clothing, household goods, dishes, etc.). They delivered on 5/2/25. Upon unpacking over several days, we found many items broken. We also had a keyboard missing. Two of the closet wardrobes were CRUSHED TO 1/2 THEIR SIZE! I had 1 Princess House crystal pitched broken, 1 Princess House mug that was smashed (I could only identify it by the handle). 2 Waterford Wine glasses, 1 Crystal *** Fashioned glass, 1 stemless wine glass, 2 stemmed wine glasses, 1 beverage glass cracked, 1 red glass & 1 red Wine Glass that were my mother's and they were Antiques, 1 personalized Pilsner glass, 1 saucer from *******, and 1 New England Patriot's mug. I filed a claim on 5/13/25, and they responded today 6/9/25. Copy Attached.I cannot even replace the keyboard for the amount they want me to agree to!

• Initial Complaint

  Date:06/07/2025

  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.

  Several pieces of furniture where damaged in the moving process. These items have a long-standing sentimental value in my life and are no longer being sold. But at the time of purchase cost thousands of dollars, as they are mostly custom-made furniture. SafeBound Moving and ****** was the contractor company hired by Safe Ship Moving ************ to complete the move. My furniture was damage by them at the hand off before the completion of the contract. The damage to my furniture was noticeably clear and Visible during the off-load process at my new address.

• Initial Complaint

  Date:06/05/2025

  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.

  Veterans weekend we get a call that the furniture picked up in ******* was going to be delivered in 2 hours. No 24 hour notice as contracted. The owner **** was very rude when we informed him we were out of state and never got the proper notice. He asked if someone from the office / management could be able to open apartment door. We explained again that it was a holiday weekend we did not get proper and the office was closed. At this point he started cursing at me and I insisted that he get the driver on the phone which he did and after a few minutes the driver admitted that he only gave us 2 hours notice. **** did apologize and we agreed that the furniture would be delivered on Tuesday. Sunday morning the driver sent a text saying he wanted to deliver the furniture on 4 hours. I was still out of state. When I reached **** on Monday he again was past being rude put my furniture in storage so he said and wouldn't deliver it until I paid another $650 extra for a delivery refusal. Anyone that uses this company is making a huge mistake.

  

  Business Response

  Date: 06/06/2025

  Dear Mr. ******************* you for your feedback. Were sorry to hear about your concerns and would like to take this opportunity to clarify the sequence of events and address the inaccuracies in your complaint.
  
  According to our records, your First Available Delivery Date (FADD) was May 22, as indicated in your signed paperwork. You also acknowledged in writing that if delivery could not be accepted on or after your FADD, additional fees- such as overnight waiting, storage, and redelivery- could apply. I've attached the supporting documents.
  
  On May 24, our driver contacted you by phone to provide a three-hour delivery notice. During that call, you declined the delivery, stating you were unavailable. You contacted your broker, but the context of this communication was not relayed to either the driver or Safebounds office. Following the phone call, the driver texted you to confirm that your delivery was rescheduled for May 25 between 12:00 PM and 3:00 PM, which provided approximately 24 hours' notice. This message went unacknowledged.
  
  On the morning of May 25, the driver notified our office that you were again refusing delivery. When we reached out to you for clarification, you informed us that you would not be able to accept delivery until May 27.
  
  We understand that plans can change, and to help alleviate the situation, we waived the overnight fee for May 2425 and offered to waive the fee for May 2526 should you have been able to accept delivery on the 26th - a combined courtesy totaling $1,300 in discounts. These waivers were extended even though your availability changed after you provided it in writing, despite your failure to inform Safebound of the changing circumstances of your availability, and despite the clear terms outlined in your signed agreement.
  
  We take great pride in working hard to meet our customers expectations, and while we understand your frustration, our team made repeated good-faith efforts to deliver your items in a timely manner and to minimize your costseven when your availability did not align with your FADD.
  
  Respectfully,
  Safebound Moving
  Client ******************

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23432544
  
  I am rejecting this response because:They are not being honest. I eas given 2 hours notice on holiday weekend and I was out of town. The drive on a conference call with **** and me admitted that that he died and did give me me notice. **** apologized fir yelling and cursing to me and my wife and assured us that the furniture would be delivered after Tuesday. Again we did not get noticed and they wanted to deliver on sunday. We were still not home so they threatened me pit everything on storage and made me pay an additional 600 dollars before they would deliver my furniture. 
  
  Sincerely,
  
  ***** Kleins

  

  Business Response

  Date: 06/17/2025

  Dear Mr. ****************** you for your continued correspondence. While we understand your dissatisfaction, we must again clarify and correct the grossly inaccurate claims youve presented.

  At no point was only two hours notice provided. On May 24, the assigned driver called and provided a three-hour notice for delivery, which you declined, stating you were unavailable. The driver then followed up with a text message confirming delivery for the following day, May 25 between 12:00 PM and 3:00 PM - providing approximately 24 hours of advance notice. This message went unacknowledged - a screenshot of which, taken and sent to us the afternoon of the 25th bearing your phone number, will be attached.

  You then informed our team late in the morning of May 25 that you could not accept delivery until May 27, which was five days after your First Available Delivery Date (May 22). Per your signed agreement, fees related to redelivery or overnight storage may be applied when a client is not available after the FADD.

  To help mitigate the impact, we waived two overnight fees totaling $1,300, a courtesy that goes well beyond our contractual obligations. Your claim that you were forced to pay an additional $600 is misleadingthis amount reflected standard redelivery and/or storage costs incurred when your delivery could not be completed due to your unavailability, about which you failed to notify anyone at Safebound.

  At every step, Safebound made documented, good-faith efforts to coordinate with you, deliver within your provided availability, and minimize your costs-even when delays were caused by your own unannounced unavailability.

  We respectfully consider this matter resolved.

  
  Respectfully,
  Safebound Moving
  Client Support Management

• Initial Complaint

  Date:05/30/2025

  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.

  April 30, 2024. Hired them as movers spent over $16,000. Delivery was late, pieces missing/broken. I tried to resolve by filing a complaint over 6 months ago. The claim agency says theyre still waiting on the company to provide more information. No one from the company has expressed any other resolution.

  

  Business Response

  Date: 05/30/2025

  Mrs. ****,

  
  Thank you for bringing your concerns to our attention. We understand the frustration that can arise when a move does not meet expectations, and we sincerely apologize for any inconvenience youve experienced.

  
  We would like to clarify the timeline and actions taken regarding your claim. Upon delivery, once the damages were reported, you were provided with all necessary information to initiate a formal claim with our third-party claims management agency. Additionally, when you contacted our office approximately two months later to follow up, we promptly resent the claims information to assist you in starting the process as you had not already initiated your claim.

  
  At this time, our records indicate that the claims agency is still awaiting the required documentation from your side to proceed, not from our side. We kindly encourage you to finalize and submit the outstanding information so that your claim can be thoroughly reviewed and resolved.

  
  Please know that we are committed to supporting you through this process and will continue to cooperate fully with the claims agency to ensure a fair resolution. If there is anything we can do to further assist you, do not hesitate to reach out to our Client Support team directly.

  
  Respectfully,
  Safebound Moving
  Client Support Management

• Initial Complaint

  Date:05/09/2025

  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.

  On Jan. 17 , 2025 we hired SafeBound movrs to move us out of a condo. We paid an upcharge to guarantee a date and time. On moving day, Safebound showed up 1.5 hours late. The ******* was in a bad mood as we reported his tardiness. As soon as he walked into the condo, he says Oh no ... we cant move you for the price quoted. We need to charge **** more. You have way more stuff than what we quoted. Clearly, this was SafeBound way to try to scam us into almost double what was quoted. We refused and they just turned around and walked out and left the building.They performed ************ When we requested our deposit back, they said its a non-fundable deposit.We want our money back. No service was performed and they left us high and dry.

  

  Business Response

  Date: 05/09/2025

  Thank you for bringing your concerns to our attention. At Safebound Moving, we take all feedback seriously and are committed to upholding the highest standards of service, transparency, and safety for both our clients and our employees.

  After reviewing your account and speaking with the moving crew and management involved in your January 17th move, we would like to provide important context regarding the events of that day.

  The move was scheduled for January 21, 2025, with a crew arrival window between 9:3010:00 AM. Our team arrived on property at approximately 10:00 AM; however, the security gate had not been informed of the scheduled move. This caused an initial delay of roughly 30 minutes as our crew awaited clearance.

  Upon gaining access, they were met not by the contracting party, but by an older woman on site who made several alarming remarksincluding a warning that gangsters were coming and that the movers needed to hurry. Once inside the residence, the ******* quickly noted that the volume and nature of the items to be moved significantly exceeded what had been outlined in the original estimate.

  As is standard practice, we inform clients when the scope of work differs materially from what was quoted, so adjustments can be discussed fairly and transparently. During this time, the individual on-site made a phone callpresumably to the clientwho then instructed her to secure a firearm and indicated that police were en route.

  Given these developments, it became evident that the situation was both unstable and potentially unsafe for our crew. Furthermore, based on the context and statements made, it appeared that the move may have involved removing a tenants belongings outside the scope of a formal legal process, such as an evictionsomething we are not authorized to handle.

  After consulting with senior management, we made the decision to withdraw our crew from the site to protect their safety and ensure compliance with all local, state, and municipal laws regarding tenant property and eviction protocols.

  While we understand the frustration that can result from a canceled move, our terms and conditions clearly state that deposits are non-refundable. This policy covers advance logistical planning and the allocation of dedicated resources, including trucks and personnel, for your scheduled move.

  We remain committed to professionalism and transparency in all aspects of our service. While we regret how this situation unfolded, the safety of our team and adherence to lawful business practices must remain our top priorities.

  
  Respectfully,
  Safebound Moving
  Client Support Management
  

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23309705
  
  I am rejecting this response because:

  Clearly they are professional scam artists. Find an honest company
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 05/11/2025

  We appreciate your response, though we are disappointed to hear you remain dissatisfied.

  
  At Safebound Moving, we stand by our teams decision on the day of the scheduled move, which was based on serious safety concerns and legal limitations regarding the nature of the job. We understand that emotions can run high during a stressful situation, but we strongly reject any characterization of our company as dishonest or deceptive. Our record, reputation, and commitment to ethical business practices speak for themselves.

  
  Our crew was dispatched, arrived on time, and remained on-site while attempting to resolve access issues and assess the scope of work. Unfortunately, due to the circumstances encounteredincluding statements made on-site and over the phoneit became clear that proceeding would have posed a risk to our team and potentially placed us in violation of local or state laws.

  
  We recognize this was not the outcome you had hoped for, but our decision to withdraw was not taken lightly. It was made out of an abundance of caution and in accordance with both safety protocols and legal boundaries.

  
  If you would like to discuss the matter further in a more constructive and solution-focused way, we are open to continued dialogue.
  
  Respectfully,
  Safebound Moving
  Client Support Management

• Initial Complaint

  Date:05/05/2025

  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 relates to Safebound Moving and Storage of ****************** (US DOT *******; MC: ******; Mover Registration: IM2839) contracting to move items between Olathe ****** to ********************* in *********, ******* (job number *******) and to **** ******* in ************, ******* (job number *******). On 3/30/25, items were collected from Olathe Kansas. ***** received most items on 4/13/25 with the exception of an antique round (48 inch diameter) solid oak coffee table. Funds were paid in total prior to unloading the truck on 4/13, with total paid $2195 and I was not informed the coffee table was missing. There was no information or recourse provided about the missing coffee table at that time. Phone calls were made to Safebound starting Monday morning, 4/14/25, followed by more phone calls, emails, and text messages to Safebound and their ********* the initial phone call, the *** at Safebound stated they would look into it and would get back to me with information. Despite reaching out multiple times, I have not had any updates or return communication other than being sent an email to file a claim. **** ******* received half of his items on 4/19/25 and paid $2915 in total prior to the truck being unloaded. Due to policy he paid in full prior to the truck being unloaded and was not told only half of his items were on the truck when he paid. He has not received the remaining items from his delivery (including but not limited to a grill, rugs, toolboxes, kitchen table, 6 chairs) and despite multiple phone calls, we have not had any communication about when this might happen. The estimated delivery time was 2-14 days from pick up. It has now been 25+ business days from when the items were collected in ****** ******. He recently received a claims ******* is concerning that such a large number of relative large items are missing. We do not feel the business has done anything to try and resolve the problem and they are not providing any communication if they have.

  

  Business Response

  Date: 05/05/2025

  Thank you for taking the time to share your concerns. We deeply regret the distress and inconvenience this experience has caused both ***** and ****.

  
  Please know that from the moment we were made aware of the missing items, our team initiated an extensive and ongoing search and recovery process. Despite these efforts, we have unfortunately not been successful in locating the missing pieces as of the date of this response. This situation is not reflective of the service standards we hold ourselves to, and we sincerely apologize for the impact it has had.

  
  In parallel with our internal investigation, we advised both parties to begin the claims process as a precautionary step. This recommendation was made not to avoid responsibility, but rather to ensure that, in the event the items are not recovered, the claims process is not delayed and can be finalized as efficiently as possible.
  We understand and share your concern regarding the lack of timely communication. Our client support team has been reviewing our internal processes to address any gaps and ensure consistent and clear communication moving forward.

  
  Please be assured that we remain committed to resolving this issue and will continue to search for the missing items while supporting both ***** and **** through the claims process. Should any further developments arise, we will notify you immediately.

  
  Thank you for your patience and understanding.

  
  Respectfully,
  Safebound Moving
  Client Support Management

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23287806
  
  I am rejecting this response because:

  I would like a personal phone call to my number, ************, and to ask questions about whether the police should be notified if Safebound believes the items to have been stolen.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 05/05/2025

  *****,

  
  Thank you for your response.

  
  We want to assure you that someone from our team will be reaching out to you personally within the next 24 hours to address your concerns and answer any questions you may have.

  
  At this time, we do not believe the items were stolen. Rather, we believe they may have been misplaced during transit. We are confident that with diligence and a thorough review, the items will be recovered.

  
  We appreciate your patience and understanding as we work to resolve this matter quickly.

  
  Respectfully,
  Safebound Moving
  Client Support Management

  Customer Answer

  Date: 05/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me at this time.  I am very grateful for your help and assistance in this manner.  I reserve the right to reach out to the BBB again and/or to pursue other means of resolution if this matter is not completely resolved in near future. 
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 06/18/2025

  We sincerely apologize for the length of time it took to bring this matter to a resolution. We fully recognize the stress and frustration this delay has caused Ms. ***** and Mr. ******** and we regret that consistent follow-up was not provided in a timely manner after the initial outreach.

  
  We acknowledge that this was a serious issue, and we understand the importance of clear communication and responsive service in situations like this. We appreciate the patience shown throughout the process and recognize that our communication did not meet the standards we aim to uphold.

  
  As of June 16, 2025, the complainants have accepted a resolution offer extended by Safebound Moving & Storage, and we consider the matter resolved to their satisfaction.

  
  Once again, we apologize for the extended timeline and lack of consistent updates, and we are taking steps internally to ensure situations like this are addressed more promptly and transparently in the future.

  
  Respectfully,
  Safebound Moving
  Client Support Management

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23287806
  
  I am rejecting this response because we were required to sign a non disclosure agreement to receive the settlement and this was not mentioned when the settlement offer was negotiated.  To be more specific, in negotiating a settlement we were first told to name our number then the amount requested was denied and we were told to ask for reimbursement of the cost of our moves which is what we requested.  Then that was denied and we were offered $500 apiece.  It was only after that was negotiated that we were sent an email indicating that in order to receive the money we were required to sign a non disclosure agreement.  This was misleading and predatory. Given the repeatedly poor handling of our items and our concerns and our claim, $500 a piece is not worth signing a non disclosure agreement particularly when this was mentioned after the fact. Furthermore, we believe it was their poor processes as well as lack of responsiveness to our initial complaint of a lost table that cumulated in half of the items being moved being delivered to a different customer.  When someone signs a ********************** contract they do not imagine half of the items being misplaced with no recourse to recover them.  In addition, one expects responsiveness and communication when items are missing.  The cost in time of the number of hours I spent trying to contact Safebound first to find out what happened to our items and then to try to negotiate a settlement is worth more than the settlement offered.  The only thing that caused any response from Safebound was when we reached out to the BBB for assistance.  Safebounds apologies for their lack of responsiveness to communication falls flat when we had to reach out to the BBB a second time to get Safebound to respond to our communications during this process. 

  

  Business Response

  Date: 07/07/2025

  Dear *****,

  
  We sincerely apologize for the continued frustration and disappointment you and Mr. ******* have experienced. Your concerns regarding the handling of your move and the communication that followed are entirely valid, and we regret that the service you received did not meet expectations.

  
  To clarify, the Compensation Acceptance Formwhich may have been mistaken for a non-disclosure agreementis a standard part of our internal resolution process. It was discussed with you verbally during the outset of negotiations, and is intended to confirm mutual agreement once a settlement is reached. The form ensures that all parties understand and uphold the terms of resolution. This is common practice in most industries when compensation a claims process is initiated.

  
  We fully recognize the effort you made in trying to reach a resolution, and we regret that you had to involve the BBB a second time to receive the attention your case deserved. We're actively addressing these gaps internally to improve our responsiveness moving forward.

  
  Although the offer was extended in good faith, we respect your decision not to accept it. Should you wish to pursue your claim through the standard third-party process, we are ready and willing to assist you.

  
  Thank you for your feedbackit is helping us improve the way we serve our clients.

  
  Respectfully,
  Safebound Moving
  Client Support Management