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:10/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contacted this business to move my 91 yr old Mother from Fl to **. We requested "white glove" service. We provided detailed measurements of all furniture and clothung to move. Quote doubled from original quote. We reduced furniture after qupte doubled but doubled again on arrival. We were handed numerpus papers to sign with very small print and asked us to hurry so they could get started. Once they started, nobody spoke English and workers kept switching out. Things were broken on arrival, missong, and poorly packed. We entered c/o pronptly and received notification they changed their c/o company. We re-entered again but couldn't upload all documents. Attempted to ask for assist and link demanded credit card and charges to request help with complaint. (We did not provide).. ****************** and scammed at every turn once you can't turn back

  

  Business Response

  Date: 10/16/2024

  Thank you for reaching out and sharing your experience with us. We truly regret the challenges you faced during this process and understand how stressful this move was, especially with the added pressure of relocating your 91-year-old mother. Wed like to address your concerns and provide some clarity.
  Pricing and Broker Involvement:

  
  Its important to note that your booking was managed by a broker before Safebound became involved. The price increase you experienced was determined by the broker, not Safebound. Once we took over the logistics, we did our best to execute the move based on the parameters provided at that time. We apologize for any confusion or frustration this caused.

  
  Communication and Signing Documents:
  We are sorry to hear that you felt rushed during the paperwork process. While we aim to keep moves efficient, your experience did not meet our standards. Weve reviewed the team involved, and wed like to clarify that the ******* for your move, ******, is fluent in English, as well as Spanish, Portuguese, Dutch, and Afrikaans and his helper, ***** *****, was born and raised in ******* and only speaks English. We believe there may have been a misunderstanding regarding communication, and we apologize if any part of the process felt unclear or overwhelming. Your feedback will help us improve how we communicate with customers ********************** forward.

  
  Claims Process and Payment Concerns:
  We understand your frustration with the claims process. However, please rest assured that Safebounds claims department never asks for payment information. Its possible that, while navigating the claims process, you may have inadvertently accessed an unrelated website. Were happy to walk you through the correct steps again and ensure you can submit your claim without further difficulties.

  
  Weve made several attempts to assist you with the claims process and remain committed to supporting you. Please reach out again so that we can guide you through the remaining steps.

  
  Your satisfaction is important to us, and we are here to help resolve this issue. Thank you again for your patience.
  Sincerely,
  
  Safebound Client Support
  Safebound Moving & Storage

  Customer Answer

  Date: 10/26/2024

   
  Complaint: 22427516
  
  I am rejecting this response because:

  Business has not offerred to assist.  After entering 1st complaint, received email with a link to a new company for complaimts.  The new complaint company requores a credit card to assist

   

   

  no way am I giving a credit card.  I have entered as many documents as possible on the BBB site but can email many more.  Please contact me at: ******************** and/or ************

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

  

  Business Response

  Date: 10/30/2024

  As previously stated, our claims company will NEVER ask for your billing information. You are undoubtedly navigating off of the claims company's website and onto a different site. 

  As we discussed on our recent call, please call into our office when you have the opportunity in your busy schedule to go submit the claims information and we will gladly walk you through the necessary steps, keeping you on track.

   

  Thank you for your continued patience and understanding. 

  Safebound Client Support

• Initial Complaint

  Date:10/01/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired Safebound in May of 2023 to move a piano from ******* to ********. It was picked up in ******* on 5/22 and delivered in ******** on 6/3/2023. The piano arrived with significant damage one of the front legs was broken in half, the sheet music tray was snapped off, and one of the bench legs was bent. We immediately contacted the company then filed a claim on 6/14/2023 at the direction of the company. They erroneously closed the claim, which forced into a round of back-and-forth via email to get it reopened. Ultimately, they approved a settlement based on the weight of the piano ($210 for a 350lb item) on 8/2/2023, which we accepted on 8/4/2023. We never received the check even after sending them multiple emails. Their last response to us was on 9/19/2023. Since then, our emails have been blocked and any other support email that I've tried has not gotten a response.

  

  Business Response

  Date: 10/04/2024

  It is with sincerest apologies that this matter has taken so long to resolve. 

  As per our email correspondence, you'll receive your claims payout first thing Monday morning! 

  Thank you for your time and understanding,

   

  Safebound Moving

  Client Support Management 

  Customer Answer

  Date: 10/09/2024

   
  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.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:09/25/2024

  Type:Billing 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.

  We were overcharged for total cost! When we booked the job to *********** were told they could store it for several day's for no charge ! We were ready to move to our new house after a few days but I tried calling Safebound everyday & got a recording until finally somebody answered but told me they werent available to deliver Our furniture for a few days! We were charged over $1500 more when they finally came. Plus they didnt move several items we had to move ourselves! We have used them several times before & never got charge an additional charge for delivery plus the charge fees for charging it on ************* cards! I will never use them again!

  

  Business Response

  Date: 09/26/2024

  Dear ****,

  
  Thank you for bringing your concerns to our attention. We greatly value you as a repeat client, and Id like to address the points you raised in your complaint.

  
  Firstly, regarding the charges, as explained during the booking process, your move was not a straightforward point A to point B move like in the past. Instead, your items were picked up, stored for several days at no charge, and then delivered when you were ready. This is why there were separate charges for the pickup and delivery, as reflected in the invoice. The pickup costs are highlighted in yellow, and the delivery costs are highlighted in red on the attached document.

  
  We want to emphasize that we provided the storage service free of charge as a courtesy because you are a valued and repeat customer. We understand there was a delay in scheduling the delivery, but this was due to our availability and coordination to ensure your items were delivered safely.

  
  Lastly, regarding the charge for using a credit or bank card, this is a standard processing fee that applies to all transactions. We apologize if this was unclear during the initial discussion. However, this fee was highlighted in the credit card authorization form and the estimate, and it was also disclosed verbally by your reservation agent during all four of your moves with Safebound Moving.

  
  We appreciate your past business with us and hope to have the opportunity to serve you again under better circumstances. Please call the office at your earliest convenience to discuss an amiable resolution to the issues you've expressed within your complaint.

  
  Best regards,

  Safebound Moving Client Support

  Customer Answer

  Date: 10/07/2024

   
  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.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:09/25/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company offered me no services, they said they would refund me if I withdrew a dispute with my bank and when I did they then refused to refund me.

  

  Business Response

  Date: 09/26/2024

  Dear ******** ,

  
  We understand your concerns and would like to clarify the situation. Unfortunately, your dispute with the bank led to the freezing of our account, preventing us from issuing any refunds, or even accessing the funds in that account. We have repeatedly requested that you provide proof of the dispute being repealed so we can resolve this matter with our bank directly and process your refund promptly.

  
  To date, we have not received the required documentation from you. Please forward this proof at your earliest convenience so we can take the necessary steps to unfreeze our account and issue your refund without further delay.

  
  We appreciate your cooperation and look forward to resolving this matter swiftly.

  
  Best regards,
  Safebound Moving Client Support

  Customer Answer

  Date: 10/01/2024

  Please see the attached document.

  Customer Answer

  Date: 10/01/2024

  Please see the attached document.

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22340196
  
  I am rejecting this response because: you did not request any documentation prior.  Here is the requested documentation. Please refund me.
  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 10/07/2024

  Dear ********,

  We believe you may be mistaken, as we have several recorded phone calls between Safebound and yourself requesting this documentation, however they are too large of files to upload to this forum.

  
  Regardless, thank you for providing the documentation regarding the retraction of your chargeback. We have forwarded this to our accounting team, and they will immediately begin the process of working with the bank to get our business account unfrozen.

  
  As soon as the account is unfrozen, we will promptly issue the refund for your deposit as requested. We appreciate your patience and understanding throughout this process, and we will keep you updated on the progress.

  
  If you have any further questions or concerns, please dont hesitate to reach out.

  Sincerely,
  Safebound Moving
  Client Support Management 
  

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 22340196
  
  I am rejecting this response because: I have not received a refund yet.  Also, if you could provide transcripts of these recorded calls it would be appreciated. That conversation requesting documentation did not occur and also I was not notified of calls being recorded. I would like these for my records.
  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 10/08/2024

  Miss ******** initially paid her deposit via Zelle but subsequently reported the transaction as fraudulent to her bank without first contacting us to cancel through the proper channels and receive a refund of her deposit. As a result, her bank contacted *****, leading to a temporary freeze on our account. Miss ******** has since provided us with written confirmation that she has withdrawn the fraud claim. Our accounting department is currently working with Zelle to lift the freeze on our account. Once this is resolved, we will be able to issue a refund to Miss ********.

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22340196
  
  I am rejecting this response because: I have not received a refund.

  I disputed this with my bank because safebound refused to respond to my requests to cancel and return the deposit.

  May I also have the transcripts from the recorded calls you mentioned earlier? Especially that last call in the beginning of this year.
  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 10/08/2024

  Dear Miss ********,

  
  Thank you for your message.

  
  We understand your concern regarding the refund, and we assure you that it is our priority to resolve this matter as it has been ongoing for almost a year. As mentioned previously, our Zelle account has been frozen due to the initial dispute filed with your bank. Our accounting department is actively working with Zelle to lift the freeze, and once that process is complete, we will immediately issue your refund using the original payment method.

  
  Regarding the recorded call transcripts: our phone system doesn't produce written transcripts of calls, however I'll seek the necessary permissions to pull the pertinent calls and email them to you directly, should the need arise.

   

  We appreciate your patience as we work through this and apologize for any inconvenience caused.

  
  Sincerely,
  Safebound Moving
  Client Support Management
  

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22340196
  
  I am rejecting this response because: I am still waiting on the recorded calls and the refund.
  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 10/16/2024

  Regarding the refund:
  The accounting department at Safebound has been working with ***** to unfreeze our account. Once the freeze is lifted, we will be able to refund the clients deposit.

  
  Regarding the recordings:
  The client is requesting recordings of calls related to our request for documentation regarding the withdrawal of their complaint. After consulting with my IT department, we found that these calls occurred outside of our six-month retention period for recordings. Therefore, we are unable to fulfill this request.

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22340196
  
  I am rejecting this response because: I still have not received a refund.
  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 10/30/2024

  Accounting is still working with ***** to reverse the freeze on our account with the documentation you've provided. Once our zelle account is unfrozen we'll be happy to provide the aforementioned refund. 

   

  Thank you for your continued patience and understanding.

   

  Safebound Client Support

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22340196
  
  I am rejecting this response because:I still have not received a refund or any evidence they are actually attempting to resolve this.
  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 11/05/2024

  Our Zelle has been frozen for close to a year because of this matter.

  Our accounting department has been working with Zelle to unfreeze the account. After submitting the documentation provided by the client, we're in a holding pattern as Zelle escalates this through their channels and reviews both the account and the documentation. Unfortunately I do not have a timeline on a resolution with *****, but will keep in contact with the client top inform them of the updates as they're provided. 

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22340196
  
  I am rejecting this response because: I still have not received payment.
  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 11/22/2024

  Our accounting personnel is working with ***** to restore our account.

   

  Once the account has been restored, you will receive the refund you are due. 

   

  Thank you for your patience.

  Safebound Moving

  Client Support Office

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22340196
  
  I am rejecting this response because: I have to have a refund before I can accept a response. Theyve already been shown to be deceptive and I am not going to let them to continue to deceive me.
  
  Sincerely,
  
  ******** ********

  Customer Answer

  Date: 11/25/2024

  I submitted this information to the company over a year ago and they keep claiming that they are seeking to release the account without any proof of their efforts at all. They already lied about calls being recorded and laughed on the phone with me and said I will not fly to ******* to sue them. 
  

  they have not provided any evidence they are making an active effort to resolve this problem. 

• Initial Complaint

  Date:09/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Move date: August 23, 2024 Initial quote $2115.00 to move contents from two lockers 4 mile to destination (condo). After furnishing a detailed description of condo and photo's of contents. They did not bring a large enough truck and did not show up until 11:40 am. They could only load the first locker. When arriving at condo they refused to unload my belongings until I paid the final amount of the new quote of *******. Now a total of $3279.60 to move both lockers into the condo. I had already paid $740.00. They ran out of time and could not load the second locker. When they knew they could leave they basically threw things into the condo and left. I have photos. When I asked them for a partial refund of $1080.00 because the job was not finished they refused and then quoted me an additional $2442.80 to finish moving the second locker that was supposed to be done with the prior quote of $3279.60. When I asked for a partial refund because the job was not finished they basically said they did their job and it would be additional for them to come back.

  

  Business Response

  Date: 09/24/2024

  Dear Miss *******,

  
  Thank you for sharing your feedback and providing details about your recent moving experience with Safebound. We genuinely appreciate the opportunity to address your concerns and clarify the circumstances surrounding your move.

  
  Upon reviewing the details of your move on August 23, 2024, we understand that the initial quote of $2,115.00 was based on the inventory you provided and was meant to cover the contents of two storage lockers transported to your condo. Our team prepared for the job according to the information given, including the photos and descriptions of the condo and its contents.

  
  On the day of the move, however, additional items were requested to be moved that were not part of the initial quoted inventory. Attached you can see the original inventory you signed off on, totaling 1575 cubic feet, This would equate to about 3/4 of one of our moving trucks. This change impacted the scope of the job, including the truck size and the time required to complete the move, leading to a revised estimate. As our standard practice, we adjusted the quote to reflect the additional items, resulting in a new total of $3,279.60.

  
  We understand that our crew arrived at 11:40 a.m. and managed to load and transport the contents of the first locker to your condo as planned. We required the final payment of $2,539.60 before unloading, which is part of our standard procedure and agreed to in our bill of lading signed by you (see attached document, highlighted in red, titled "important") to ensure a smooth transition of your belongings to the destination. However, due to the increased scope and additional items, the time constraints prevented us from completing the entire job within the original timeline.

  
  Regarding your request for a partial refund, our team reviewed the situation and confirmed that the services completed matched the updated agreement on the day of the move. The additional quote of $2,442.80 reflects the extra costs required to return and complete the second locker, which was beyond the scope of the work originally planned and quoted.

  
  We understand that this experience was frustrating, and we apologize for any inconvenience caused by the changes and adjustments that arose during the move. Our goal is always to provide clear and fair pricing based on the inventory agreed upon and the information provided to us, and to ensure all clients are fully informed of any adjustments needed on the day of service.

  
  If you have further questions or would like to discuss this matter in more detail, please dont hesitate to reach out to us directly. We value your business and appreciate the opportunity to address your concerns.

  
  Sincerely,
  Safebound Client Support

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22327779
  
  I am rejecting this response because: Safebound's response is completely a lie. They were given detailed information of what was in the storage units. I told them there were two units. They had a list of all the furniture and over 200 boxes. I sent them photographs of the furniture. I told them there was an extra soft and chair that were not in the photos. I told them the layout of the condo and there were a lot of steps. The first quote they gave me was based on that information. When they got to the storage units and loaded the truck from the first storage unit they gave me the second quote that was to cover the first load and they were going back to the storage unit to load the second locker and unload it into the condo. I specifically asked them if this was to cover the second storage unit to load and to unload it into the condo and they said it was. Because the contents in the lockers were exactly what came out of the same size, same style unit I knew it would not be a problem. The movers that moved me out of the initial condo were less then $2000.00 but from ******, ** and they had to take things apart and they only had one truck and two separate loads. Safebound did not quote all that was to be disclosed in their last quote to me. The $444.60 Fuel surcharge was not mentioned. I understand there cost would be more because they were coming from the east coast they had already added in the quote $540.00 for the long distance move. The woman who supervised this move for me said the mover were moving very slow until they knew they could leave and then tossed the remaining things into the condo and left. The mover himself told me that the new quote covered them going back to the storage unit and loading and unloading the second storage unit. Safebound's remarks about this move are completely inaccurate. I see by other reviews on your website that other people had problems with this company. I am not sure why they have such a good rating?

  
  Sincerely,
  
  **** Ann ***********

  

  Business Response

  Date: 09/24/2024

  Dear Miss *******,

  
  Thank you for your response. Id like to clarify a few points and refer you to the details of your signed estimate for further accuracy.

  
  First, we recognize that you provided a detailed list of items and photographs, which formed the basis of our initial estimate. However, as noted on moving day, additional items specifically the additional boxes you mentioned above were requested to be moved, which were not part of the original inventory. These items increased the scope of the job and therefor extended the amount of time necessary to preform the move. Please refer to the attached inventory, where we have highlighted the original list of items for your reference.

  
  Second, regarding the $444.60 operations charge (referred to as a fuel surcharge), this is a standard 19% charge outlined in your contract to cover fuel, tolls, truck preparation, and other operational costs. You can find this outlined in the contract terms of the estimate you signed, which we have also highlighted for your convenience.

  
  We understand that moving can be stressful, and we appreciate your feedback. Please reach out to our office any time Monday through Friday 9am to 6 pm so that we can come to a mutually beneficial and amiable resolution.

  
  Sincerely,

  Safebound Client Support

  Customer Answer

  Date: 10/02/2024

  Hello ~ I wanted the attached letter in my file. The mover said they did not know about the boxes, which is a lie. I wanted an accurate estimate from them initially and told them the exact facts about the move so there were no surprises.

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22327779
  
  I am rejecting this response because:I wanted the attached letter in my file. The mover said they did not know about the boxes, which is a lie. I wanted an accurate estimate from them initially and told them the exact facts about the move so there were no surprises.
  
  Sincerely,
  
  **** Ann *******

• Initial Complaint

  Date:09/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Safebound. Date 6-7-2024 safebound moved our belongings to ****, ** on 6-7-2024. They outsourced all of belongings to another moving company. We went with them because they had 5 stars for reviews. When they got there, I was mad because they hired teenagers to move all of our furnishings. Some of the furniture, they dropped, and they were not careful bringing it in the house. They hit walls and put a 2 gouges in the walls. They scraped up the other walls, in the house. They broke quite a bit of glass. Some of the glass was over 50 years old, that cant be replaced. They were suppose to put our bed back together, but they didnt know how. Because they didnt take it apart. Safebound took it apart. They were suppose to put our desk back together, but they didnt know how, Safebound took it apart. Then they brought a double bed in, and I had to argue with the driver that it was not ours. He said it had the same number on it. I told him I didnt care, it wasnt mine and to put it back in the truck. They were not careful with the boxes and some were thrown up against the wall, and marking them up. We called them 3 to 4 times since 6-7-2024 they said they would look into it. As of today 9-20-2024, we have received no phone call or email from them. I would not recommend to anyone. If a company gets 5 stars for reviews, they sure be doing the work not outsourcing. Thank you

  

  Business Response

  Date: 09/20/2024

  Thank you for bringing your concerns to our attention. We sincerely regret that your experience with Safebound did not meet your expectations and that you faced issues with the handling of your belongings during the move. We understand how upsetting this situation has been, especially considering the damage to irreplaceable items.

  
  We want to assure you that we have made multiple attempts to assist you through the claims process to address the damages you experienced. Unfortunately, it seems that there has been a lack of follow-through on your end with the claims department, which has delayed any further progress toward your compensation.

  
  We are still committed to resolving this matter and encourage you to connect with the client support department at your earliest convenience to complete the necessary steps in completing your claim. Your satisfaction is important to us, and we hope to reach a resolution soon.
  Thank you again for your feedback, and we look forward to assisting you further.

  
  Sincerely,
  Safebound Client Support

  Customer Answer

  Date: 09/21/2024

   
  Complaint: 22314617
  
  I am rejecting this response because: They said that they contacted us a number of times. We didnt get any calls by them. I call them at least 3 to 4 times. They want us to to fill out that form, we already filled out form. I waited everyday for them to call, I never got that call. Thank you

   

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

  

  Business Response

  Date: 09/24/2024

  Dear ****,

  
  Thank you for your response and for sharing your ongoing concerns with us. We deeply apologize for the frustration and inconvenience you have experienced. It is our priority to address the issues that arose during your move, especially regarding the handling of your items.

  
  We regret any miscommunication regarding our outreach efforts, and we apologize if you have not received the follow-ups we attempted. We acknowledge your effort in filling out the claim form and are committed to resolving this matter promptly. However, after reviewing the claims portal, we can see that the claims registration process was not fully completed. Unfortunately, this step must be completed directly by the client, and we cannot do this on your behalf.
  We want to ensure this process is as seamless as possible for you. Please reach out to our client support office at your earliest convenience, and we will be happy to walk you through each step of the claims registration process. A dedicated claims specialist will also be ready to assist you within the next 48 hours to ensure we address your concerns and reach a resolution.

  
  Your feedback is invaluable, and we remain committed to improving our service to prevent situations like this in the future. Thank you for your patience, and we look forward to resolving this matter to your satisfaction.

   

  
  Sincerely,
  Safebound Client Support

• Initial Complaint

  Date:09/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was given a virtual tour of my belongings. My quote was $4762.50when the movers showed up 4hrs late at 7pm he did a quick look at my things and quoted me $5555.37!! I had a 54inch glass table with 4 chairs and ****** the head mover said my table was not listed which it was i showed him my email!! He said it would cost me extra for putting the table on the truckwith that being said i gave a $900 table & chairs to one of the movers!! I was charged $500 for packing fee!! Even though i packed most of my things. I have a pink paper no items on this for packing just a few of $500. When i tried numerous times to reach someone but could only reach dispatch!! Numerous emails to *************** who is a general ************* response was it was a misunderstanding on my part!!! They also charged me an extra 50 cubic feet which was $212.00!! Im missing 2 large plastic containers as well as a lot of damage to my bike!!! Once this company receives your deposit you can rarely reach anyone with questions!! Horrible company!! Im my email quote it states if given a virtual tour or in person your quote stands firm!!! Not so!! Terrible customer ************** charge extra for what??? **** never recommend this company!! They took an extra $10000 from me!! Where supposed to deliver my things on the 21st of Augustdidnt get my furniture or belongings until August 31st . When i called about 5 different numbers i finally reached a man name ****** who said they didnt have drivers. Emailed *************** and was told the same thing!! This entire moving experience with this company caused me a lot of stress!!

  

  Business Response

  Date: 09/06/2024

  Hi *****,

  
  Thank you for sharing your concerns, and we sincerely regret the stress you experienced during your move. Id like to take this opportunity to address the key points in your message and clarify what happened during your move.

  
  First, regarding the adjustment to your initial quote: during the in-person assessment, additional items and packing materials were noted, which led to a revised estimate. This adjustment was based on the actual items present, as well as the services required to properly pack and secure your belongings, including the glass table, which had not been listed. We understand this caused frustration, and we apologize if this was not communicated clearly at the time.

  
  The $500 packing fee you mentioned reflects the cost of materials and labor for items that werent fully packed when the movers arrived. While we understand that you packed most of your belongings yourself, some items still required additional materials and handling to ensure safe transport, which is standard.

  
  We also understand the inconvenience surrounding your delivery timing. Attached are copies of your initial estimate, which outlined an estimated delivery window of 0-7 business days, as well as a copy of your Bill of Lading, which shows a first available delivery date of 7/30, later adjusted to 8/1. Our internal records show that the delivery date changed a few more times, ultimately settling on 8/21. While the delivery was initially scheduled within this window, we were notified of your need to attend a funeral from August *****. As a result, we rescheduled delivery for the earliest possible date afterwardAugust 31, as confirmed in our emails.

  
  The additional charge for *********************************************************************************** the original quote and was based on the final in-person assessment.

  
  I also want to point out that attached are some of our previous emails, where you acknowledged the attentiveness and quick responses to your inquiries. With that in mind, I was surprised by your mention of poor customer service.

  
  We deeply regret the damage to your bike and the missing containers. I encourage you to file a formal claim with us so we can resolve these issues promptly.

  
  Clear communication is a top priority for us, and we are reviewing our practices to improve further. We appreciate your feedback and remain available to assist you with any other concerns you may have.

  
  Thank you for your understanding.
  

  Sincerely,
  Safebound Client Support

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 22243346
  
  I am rejecting this response because:
  My glass table was included & i have an email from ******* from the quote from the virtual tour. There were NO extra items!! I told **************** was trying to sell my table & he said he would factor it in.I got bullied into giving away my table!!! I have a blank pink receipt of packing materialsnothing itemized!!! Just an amount at the bottom! 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/06/2024

  *****,

  
  You're correct that your packing list was left blank and marked at $500. However, the packing was indicated on the inventory sheets by marking items as CP (carrier pack) instead of PBO (packed by owner). Based on my review, your packing should have totaled $598, covering 4 china boxes, 2 mattress covers, 2 wardrobe boxes, and 4 picture/mirror cartons. Additionally, items not listed on the original inventory but included in the new onsite binding estimatean area rug, a chair, a sofa, and 2 wardrobe boxesaccount for the extra cubic feet.

   

  I hope this helps to shed some light on the nature of the increase in cubic feet of the move.

  Thank you

  Safebound Client Support

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 22243346
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/04/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Summary: Movers picked up my furniture on 09/22/2024, charged me $957 more than expected, cancelled my delivery, and have not rescheduled 2 weeks past due date. The estimated delivery time in the contracted was between 0-7 days, though not guaranteed. I have paid $907 deposit + $******* at pickup. Another ******* remains to be collected at delivery.Pickup: On August/22/2024, the movers picked up my furniture. Despite having the full list of my items ahead of time, including a large couch, they increased the estimate from $2,592 to approximately $3,550 on the day of the move, claiming the couch was larger than expected. A $952 difference in price is unreasonable, especially when the original estimate should have accounted for the size of the items.Delivery: The delivery never occurred. We initially agreed on a delivery date of Saturday, 09/24/24 but no specific delivery time was set in advance. The movers even said they might deliver on Sunday or Monday. Due to a delay in checking into my new apartment, I was in touch with the movers throughout Saturday morning. They were on the road 1.5 to 2 hours away from my location. The last call was at 11:00 AM, where they indicated they would arrive around 1:30 PM, which I confirmed would be perfect, and I reserved the loading dock accordingly.However, they then mentioned I'd to pay a late/wait time fee. I responded that no extra fee would be paid since we hadn't set a specific delivery time in advance, and they were not waiting for me at the delivery location. They canceled the delivery.Ive contacted the company multiple times. On August 26, 2024, they responded via email, stating the furniture was returned to a warehouse and would be delivered without any late fees. A few days later, they sent me a form to sign, stating that delivery could take up to 30 days. This contradicts the original agreement, which specified a delivery window of 0-7 days. I did not sign the new agreement and am filing a complaint.

  

  Business Response

  Date: 09/05/2024

  This matter has been resolved directly with our client. 

  Customer Answer

  Date: 09/09/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Used this company to move my household to ******** from *******. They damaged some of our furniture and my brand-new toolbox. then referred us to a company that investigates the problem (CSI) upon doing this they offered me reimbursement for the damage and then said I had to go thru the company now to get a check for the damages. I have been calling this company ( Safe bound moving) for weeks now and they just keep blowing me off saying the check is going thru accounting, It doesn't take weeks to sign a check. They are just rude and disrespectful to customers and don't want to admit their mistakes. I would like to get paid back for my damages.

  

  Business Response

  Date: 08/21/2024

  Client and Safebound has come to a resolution. 

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22172054
  
  I am rejecting this response because:
  I was threatened with lawyers and a law suit. And was told if I wave my complaint that my check with be deposited within 15 minutes 
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/23/2024

  Dear ******************,

  
  Thank you for bringing your concerns to our attention. We want to clarify that there was no intention to threaten you with legal action. During our conversation, we gently reminded you that you had signed a release form, which prevents any further complaints or legal action against our company, Safebound Logistics, in relation to the services provided.

  
  As per the agreement detailed in the release form you signed on July 11, 2024, you acknowledged a satisfactory settlement and released the company from any future claims. We acted in good faith and as per the terms agreed upon, and we regret if our reminder was perceived as threatening.
  Please be assured that your check will be processed promptly, in accordance with the terms of the release.

  
  Sincerely,

  Safebound Moving Client Support

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22172054
  
  I am rejecting this response because: All I have been asking for was when will I be getting a check from this company. Every time I called i was told it was in accounting. After talking with the representative from the company recently I was told the check had been sent out twice and returned. I do get my mail regularly and was in fact told from the company it was in accounting hands. I never said I had intentions of suing the company I merely asked where is and when will I receive the payment for damages. I just keep getting told lies from all parties. Keep getting told I will get a phone call that same day when i called, No phone call or follow up at all until I made a complaint to the BBB.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/18/2024

  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.

  *************************** is a 90-year-old woman who has been over charged for services with this moving company. She was originally quoted an amount. Had many original quoted items removed from list, then before loading truck was charged another $1600 dollars from the company. Then was told move would take place within 3 days from loading. It has been over ten days now and still not delivered. Now being told she will need to pay remaining balance by cash only. Where she moved her bank is not in state. So they are telling her they will be charging more if they don't get the cash on delivery day. This company is not clear with their intentions and needs to be delt with accordingly.

  

  Business Response

  Date: 08/19/2024

  Dear ********************,

   

  Thank you for bringing your concerns to our attention. We take every complaint seriously and would like to address the points you've raised.

  
  Delivery Timeline:

  You were informed that the delivery could take up to 30 business days, with an average delivery window of 1-10 business days from your first available delivery date. Today marks the 5th business day since the denoted first available delivery date, and your items will be delivered before the end of the average 10 business day window.

  
  Additional Costs:

  At the time of booking, you were informed that adding additional items, space, or services would result in an increase in cost. These additional charges were necessary to accommodate the changes made to your move.

  
  Payment Method:

  As stated both verbally and in two separate written agreements that you signed, the remaining balance must be paid in cash or by **************** Money Order upon delivery. These terms were made clear during our initial discussions and in the documentation provided.

   

  Please refer to the attached documents to verify that the delivery windows, possible cost increases, and payment methods are all displayed upfront.

   

  We understand that moving can be a stressful experience, and we strive to make the process as smooth as possible. If you have any further questions or concerns, please do not hesitate to reach out.

  
  Sincerely,
  Safebound Moving Client Support
  

  
  

  Customer Answer

  Date: 08/19/2024

   
  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.
  
  Sincerely,
  
  ***************************