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:07/15/2024

  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 Moving company quoted me $5200 for my move from ******* to ************** in March 2024. I get a call 3 days before my move and he increased my move $1800. The day of my move the movers increased it by $1400. My list of items never changed. My main complaint is they moving company broke my bed and it cannot be fixed the leg snapped in half. The stole my *************** Base and Soundbar, I purchased it new in November 2023 for $1800. They charged me for steps in my condo complex and they pushed my furniture down the steps. I never speak to the same person when I call and they offered me $146 settlement for my missing stuff and broken bed. I paid on time and did everything that we agreed too. I also wrote a review online about my experience and they offered me $500 to take it down and never write about the company again. I just want my sound system back and my bedframe replaced. I am not looking to take advantage of anyone. This company has lied and cheated me out of everything I have mentioned and it seems like it is no big deal to them. I had so little stuff I could have given my furniture away and it would have been cheaper to buy new. I thought the original quote was good, so I went with it. Little did I know that they would increase it $3200 and steal my most expensive item (BOSE system).

  

  Business Response

  Date: 07/15/2024

  Dear ******

  
  Thank you for reaching out to us and sharing your concerns. We apologize for the distress and inconvenience you've experienced during your move.

  
  We want to clarify that the original quote of and the first increase of $1800 were made by the third-party company through which you booked the move, not directly by Safebound Moving. We understand this has added confusion to an already challenging situation.

  
  Regarding the additional $1400 increase on the day of the move, we assure you that our team bases such adjustments on the actual items and conditions on moving day. We regret any misunderstanding this might have caused and appreciate your patience as we review this matter further.

  
  We are deeply sorry to hear about the damage to your bed and the misplacement of your sound system. Please rest assured that our warehouse team is actively searching for your sound system, and we will update you as soon as we have more information.

  
  We take your feedback seriously and understand your frustration with the handling of your belongings and the additional charges for the steps in your condo complex. Your experience does not reflect the standard of service we strive to provide.

  
  Regarding the settlement offer of $146, we understand this does not cover the full value of your missing items and broken bed. We are committed to resolving this matter fairly and will work with you to find a more satisfactory resolution.

  
  As for your review, we value honest feedback and do not condone attempts to suppress it. Our priority is to address and resolve your concerns rather than to limit your right to share your experience.

  
  Again, we apologize for the trouble you've faced, and we are committed to making things right. We appreciate your patience and cooperation as we work to resolve these issues.

  
  Sincerely,
  Safebound Moving Client Support

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21990552
  
  I am rejecting this response because:

  

  
  
  

  
  
  

  Is that it?  They say oops and I lose out on a bed and Bose system?  That $146 they offered is for my Bose and bedframe, but $146 doesn't cover anything.  Is it just that easy? 

  
  

  They never mentioned that different companies were involved, so they keep blaming each other.  When I called for the original quote I thought I was dealing with one company.

  
  

  This company is a scam....  They did everything wrong and I did everything the correct way and I lost out on about $2500 of items.  

  
  

  I even had the driver of the truck look for the Bose system and he couldn't find it!  He tried to s**** my bedpost back together, but that didn't work.

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

  

  Business Response

  Date: 07/17/2024

  As mentioned in our previous response, we acknowledge that the settlement offer of $146 does not adequately cover the value of your BOSE system and bedframe. We are committed to reassessing this offer to provide a fair resolution that more accurately reflects your losses. Please reach out to our office so that we can discuss a satisfactory resolution.

   

  Thank you,

  Safebound Client Support

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21990552
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 07/17/2024

  I rejected the response because it is useless!  The stole and broke my bed for $2500, they offered $146....  How is that fair?  

  They increased my moving cost $3200 and I never spoke to the same person 2x.  Again, no way that is a solid business plan!  

  The moving company offered me $500 to take down my review of the company, no thank you....

  I want my bed replaced and my Bose system replaced.  I am not even fight the $3200 that they have LIED about!  

   

  

  Business Response

  Date: 07/25/2024

  We deeply regret the distress and frustration you have experienced. Safebound has made several good faith attempts to address your concerns, including processing your claim as per our contract and offering additional compensation beyond what was covered by the cargo protection plan you selected when reserving your move and again at the time of pickup.

  
  We apologize if you feel another conversation with our company will be unproductive. However, we encourage you to contact our client support department so we can explore further compensation for the loss and damage you have claimed.

  
  We are committed to finding a resolution that fairly addresses your situation and appreciate your patience as we work to make things right.

  
  Sincerely,
  Safebound Moving Client Support

  Customer Answer

  Date: 07/25/2024

  Decline!

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 21990552
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 07/26/2024

  Nothing has been resolved.  The broke my bed and stole my Bose system $2500 in damages.  I received nothing in return for them breaking and stealing my items.  Not sure what has been done because an apology doesnt work.  I think they should reimburse Me for these items.  I paid on time and they sure collected full pay from me, now that they screwed up they say SORRY!  

  Customer Answer

  Date: 07/26/2024

  
  

  Nothing has been resolved.  The broke my bed and stole my Bose system $2500 in damages.  I received nothing in return for them breaking and stealing my items.  Not sure what has been done because an apology doesnt work.  I think they should reimburse Me for these items.  I paid on time and they sure collected full pay from me, now that they screwed up they say SORRY! 
  

  

  Business Response

  Date: 08/01/2024

  Hi ******,

  We understand your frustration, and we're sorry that our previous efforts haven't resolved your concerns. We've tried multiple times to offer you compensation far above what we're required to provide by contractover 300%but youve declined these offers.

  
  We genuinely want to make things right for you. While we can't change what's happened, we can continue to work towards a resolution. If you reconsider, please reach out to our client support department, and we can discuss a revised compensation plan to cover the damages.

  
  We appreciate your patience and hope to find a solution soon.

  
  Best,
  Safebound Moving Client Support

  Customer Answer

  Date: 08/01/2024

  Still decline!

  The guy called me yesterday and was his usual arrogant self!  He thinks this is strictly about the $500 he offered and that is all.....  I declined his offer, again, and told him he stole $1800 Bose system from me and broke my bed($500 or more to replace).  He likes to say he is being a great guy and offering well above the insurance.  I told him I will not take down my *******% honest posting on the Internet until I get what is mine.  I think $1500 would be fair and that is my lowest offer!

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 21990552
  
  I am rejecting this response because:The guy called me yesterday and was his usual arrogant self!  He thinks this is strictly about the $500 he offered and that is all.....  I declined his offer, again, and told him he stole $1800 Bose system from me and broke my bed($500 or more to replace).  He likes to say he is being a great guy and offering well above the insurance.  I told him I will not take down my *******% honest posting on the Internet until I get what is mine.  I think $1500 would be fair and that is my lowest offer!
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/12/2024

  ******************, 
  
  Thank you for your continued communication with us. We understand your concerns and would like to assure you that our offer of amelioration from the claims company still stands, as does our offer to exceed that amount by over to 300%
  
  Our intention has always been to offer more than what is required by law and by contract. Please reach out to our client support office when you are ready to move forward with our offer. 
  
  Thank you,
  Safebound Client Support 

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 21990552
  
  I am rejecting this response because: I am still missing an $1800 Bose system the company stole and they broke my bedframe.  $500 and requiring me to take down my HONEST assessment of this company does not seem fair to me.  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/13/2024

  Attached in order from firs to last is the original estimate, all paperwork from the move, and the settlement agreement from the claims company. 

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 21990552
  
  I am rejecting this response because: Same reasons!  They stole my Bose system and broke my bed!  That value was about $2500 and they offered me $500 if I take down my post online.  ******* is not coming down because it is honest!  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/14/2024

  Thank you for your continued communication regarding your recent experience. We deeply regret the inconvenience youve faced and acknowledge your concerns. However, we must clarify that there is no evidence of theft; rather, this appears to be a case of a misplaced box.

  
  We want to clarify that our offer of $500 represents a goodwill gesture, exceeding our contractual obligations by a significant amount in an effort to address your situation. This offer was made not as a reflection of the actual value but as a token of our commitment to resolving this matter.

   

  We sincerely apologize for any distress this situation has caused and want to assure you that we take your feedback seriously. Our priority is to maintain the trust and satisfaction of our customers, and we are committed to making improvements based on your experience. 

   

  Should you wish to discuss this further, we are open to continuing our dialogue over the phone or through email. 

   

  Sincerely, 

  Safebound Client Support

   

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 21990552
  
  I am rejecting this response because:  As a business you are really going to use "no evidence of theft, but a misplaced box."   Either way I don't have an $1800 Bose system that your company STOLE or LOST! The company is 100% wrong!!!!!!!!!!!!!!!!!!!!!!!!!!  There is not an honest person working at this company!  ZERO problems increasing the cost of my move and zero complaints from me about the scam they were pulling.  All i asked was to get my stuff to my new place without being broken or stolen.  I lost on both!  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/15/2024

  See attached for Bill ** Lading

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 21990552
  
  I am rejecting this response because: Yes, that is the forms from my move and as you can see there is a Bose system and a queen bed that is not broken listed on it.  However, when delivered I wrote on the forms that the Bose system was stolen and the bed was broken.  

  Again, if you the .60 cents per pound is why you sent me this I understand.  I didn't realize that stolen items, but the company calls it "misplaced boxes" is no big deal!  

  A company that tries to buy me out to take down my post, is a SCAM!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!  

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

  

  Business Response

  Date: 08/15/2024

  We want to clarify that our records indicate the Bose system was misplaced during the move, not stolen. We understand that this is still unacceptable and apologize for the inconvenience this has caused.

  
  Regarding the damaged bed, we acknowledge the issue and have already accounted for this in our compensation offer.

  
  We believe the compensation offered is more than fair and exceeds our contractual obligations. Our intent is to resolve this matter promptly and equitably, without any ulterior motives.

  
  We are open to discussing this further and finding a mutually agreeable solution. Please contact us at your earliest convenience to schedule a call.

   

  Sincerely,

  Safebound Client Support

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 21990552
  
  I am rejecting this response because:  I will gladly discuss this!  $500 for the bed is a nice offer, but my $1800 stolen BOSE system is not being accounted for.  I understand you say "misplaced" well I didn't "misplace" my bank account when you were increasing my quote!  I will accept $1000 and that is BEYOND kind!  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/14/2024

  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.

  Due to a family emergency, we had to move from ************************ to ******, *******. Picking a moving company was a challenge because we have never had to do this prior. Might I add that I have *********** along with macular degeneration. I did my homework and found what company might fit our needs. We were very clear that the move was to take place with this company only if they could promise to pick this up the 28 0r 29 of May, 2024 and delivered by June 1st. We also needed to be sure no other possessions, from other sources was added to the load. My wife has a strong sense of smell and would have issues if the truck smelled of others things. We also did not want our posessions moved to another truck. The sales person agreed to this and the contract was signed. The day prior to the move I called this moving company. I talked to Zac and the story had changed. He said he could not due what we expected. The truck would have other belongings and they could not deliver until some time after June 3rd. This was not promised, the contract was set-to being followed. I asked *** if he could go back and listen to the tape and see what really was promised by the sales man. If he did he would have found the fraud I believe that I was discriminated by this company due to my illness and my age. He used high powered sales techniques. He was not willing to do what was expected. I wonder how many people go through the same issues. This company is not a company the BBB should recommend .Please help us. Our life savings are small,

  

  Business Response

  Date: 07/17/2024

  Sir,

  
  Thank you for bringing your concerns to our attention. We understand that moving can be a stressful experience, especially under challenging circumstances. However, we must clarify a few points regarding your complaint.

  
  Our records indicate that the terms and conditions of your contract were thoroughly explained and agreed upon at the time of signing. According to the contract, flexibility in the pick-up and delivery dates is allowed, and there is a possibility of sharing truck space with other clients' belongings. This practice helps to optimize our logistics and keep moving costs affordable for all customers.

  
  Regarding your specific requests, our team has reviewed the communications and found no evidence of any promises that contradicted the contractual terms. Our representative provided accurate information about the process and timeline based on the agreed-upon contract.

  
  We take all claims of discrimination seriously. However, based on our review, there is no indication of any discriminatory practices or high-pressure sales tactics. Our team is trained to assist all customers with the highest level of professionalism and respect.

  
  We value our customers and strive to provide transparent and reliable service. If you have any additional concerns or need further assistance, please do not hesitate to contact our customer service team directly.
  Thank you for your understanding.

  
  Sincerely,
  Safebound Moving Client Support

  

  Business Response

  Date: 07/17/2024

  Attached are copies of the client's original contract stating their pick up and delivery windows. 

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21987054
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 07/17/2024

  I am 67 years old.  I have Parkinsons and macular degeneration . We asked about the move and requested only our things would be on the truck. He also said delivery would be made prior to May 30th.  
  Both were lies.  I challenged the individual to pull the tape of the interaction.  He refused.  
  

  Customer Answer

  Date: 07/18/2024

  I am 67 years old.  I have Parkinsons and macular degeneration . We asked about the move and requested only our things would be on the truck. He also said delivery would be made prior to May 30th.  
  Both were lies.  I challenged the individual to pull the tape of the interaction.  He refused. 
  

  

  Business Response

  Date: 07/18/2024

  After speaking with Mr. and *******************, we've come to an amiable resolution.

  Customer Answer

  Date: 07/18/2024

   
  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:06/19/2024

  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.

  A year & a half since Safebound moved my furniture. I had a better experience the day I called in for estimates. I signed the contract since I didn't have much flexibility on my moving schedule. However, I started to notice issues on my next phone call to Marketing team. They no longer took my call (once contract was signed) & was directed to the dispatch team. Furniture loaded per schedule on 11/28/22 but with some disagreement with the loading team. Despite the info I was given and our agreement my furniture was not delivered on time. When it finally arrived on 01/06/23 most of it was damaged, scratched, dirty, stained, damp from rain or water, missing items ... boxes opened & re-taped. Next step was to file a claim which I did back on 3/10/23. Several follow-up ************** calls but over a year after I still didn't receive the refund that was approved by their claim processing firm. I have recently been advised of a precondition to get the refund. The lady I spoke to was rude both times. I didn't realize I was talking to the same person until she started being rude and kept on telling me "Don't argue." I am the one who suffered due to their poor service, damaged furniture but I'm being told to just agree to what she is saying. As of last month the company no longer responds to my phone calls since they have it registered in their system. 2 weeks ago I called using a different number & of course the Marketing team, the person I worked with the 1st time I called, answered my call since it was a new number meaning new business. I asked him to transfer me to the team handling claims. The lady I spoke to said she will contact the accounts team that will call me back but it didn't happen till date. Two days ago I called in again & left a voice message stating that I would submit my complaint if I didn't hear back but no response.Very poor customer service, lack of professionalism, lack of response, accountability ... negligence of their customer properties.

  

  Business Response

  Date: 06/20/2024

  Dear *******,
  We sincerely apologize for the distressing experience youve had with Safebound. It is deeply concerning to hear about the issues you encountered, from the lack of communication to the condition of your furniture upon delivery. Your account of events highlights serious lapses in our service and customer care, for which we are truly sorry.

  
  We understand the frustration of dealing with damaged belongings and the subsequent challenges in seeking a resolution. Our team deeply regrets the delay in addressing your claims and the poor interactions you experienced with our staff. This is not the standard of service we aim to provide, and we acknowledge our shortcomings in handling your case.

  
  To rectify this situation, we will process your claims payout immediately. We are committed to ensuring you receive the compensation that was approved over a year ago without any further delay.

  
  Once again, we apologize for the inconvenience and stress this situation has caused. Thank you for bringing these issues to our attention, and we appreciate your patience as we work to make this right.

  
  Sincerely,
  Client Support Manager
  Safebound Moving

  Customer Answer

  Date: 06/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Even though it is not to my satisfaction and isn't even close to compensating the damage, I have accepted the offer so that we can finally close the case.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:06/19/2024

  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.

  Move date was ***** 23,2015. Delivery date was *** 5,2015. I expected delivery to be within the week I moved. This company says they are licensed and insured. However they dropped several items and broke them. I showed them when they delivered my furniture. The delivery guy didn't care and said to just file a claim. I did file a claim for what was completly broken but didn't claim all items that were damaged. For what they charged I did'nt think I needed to buy extra insurance because they said they were insured. For example they dropped my cedar chest which cannot be replaced. They don't make the same one anymore. They have offered my $75.00 and closed my case. I would like others to know that this is not a good company.

  

  Business Response

  Date: 06/20/2024

  The date of this alleged complaint precedes the existence of our company. 

  

  Business Response

  Date: 06/20/2024

  Thank you for bringing your concerns to our attention. We are deeply sorry to hear about the distressing experience you had during your move.

  After reviewing your complaint, we discovered that there seems to be a discrepancy regarding the timeline. Safebound was founded 5/2/2016, a full year after the date of your move in ***** 2015.

  
  Sincerely,
  Customer Service Manager
  *********************************************

  Customer Answer

  Date: 06/20/2024

  Im so sorry I entered the wrong year and dont know how to go in and correct it.  This move was this year.  Move date was 4/23/24 and delivery date was 5/5/24.  

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21872021
  
  I am rejecting this response because: You have the wrong year.  My move date was 4/23/24 and delivery date was 5/5/24.  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/20/2024

  Dear ********,

  Thank you for bringing this matter to our attention. Upon further investigation we were able to locate your account and see that we did indeed complete a move for you recently.

  We deeply regret to hear about the issues you experienced with your move, and we apologize for any inconvenience and distress this has caused.

  We understand the frustration of expecting a timely delivery and finding damaged items upon arrival, especially when they hold sentimental value, like your cedar chest. We assure you that we take such matters seriously.

  To further address your concerns and to discuss additional compensation for the damages incurred, we kindly ask you to reach out to our office directly at your earliest convenience. Our goal is to resolve this matter to your satisfaction and restore your confidence in our services. Please contact us at ************ or **********************************

  We look forward to hearing from you and working together to find a satisfactory resolution.

  Sincerely,

  Client Support Manager
  Safebound Moving

   

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21872021
  
  I am rejecting this response because:
  They dont answer that phone number and did not give me the manager name to ask for.  They previously gave me a case manager whom I have talked to several times before filing this complaint.  I really need someone who can help me and understands my situation.  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 06/20/2024

  I have talked with *** the manager of Safebound Moving.  He was very understanding and we reached an agreement.  My claim is now settled.  
  
  Thanks so much for your help.

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

• Initial Complaint

  Date:06/13/2024

  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.

  I had an abusive ex submit a moving request with the company without my permission. I attempted to cancel 3 days later when I noticed the charge. They did not respond. I called my bank and submitted a fraud claim. Safebound then requested I withdraw the fraud claim and said they would refund me if I did. I went through with the withdrawal. They then told me they never got notice of the claim being withdrawn so I called my bank with them on the line to show that I did withdraw the claim. I also went to their bank multiple times and told their bank I withdrew the claim. Months later safebound said they still didnt get the notice. I said if they do not refund Ill have to take them to small claims court and they laughed at me and told me that Im not flying to ******* to file a claim over this. They continue to refuse to refund me. They never offered any services.

  

  Business Response

  Date: 06/14/2024

  Thank you for bringing this matter to our attention. We take all customer concerns seriously and strive to address them promptly and fairly.

  
  Upon reviewing the details of your case, we found that the original order for the move was placed directly by you, which is reflected in the submitted documents and call logs, and that at no time was a 3rd party ever involved in the reservation of your move. 

  
  Regarding the cancellation request, we did not receive any communication from you within the stipulated period that would have allowed us to process a timely refund. However, when you informed us about the fraud claim, we requested you to withdraw it so we could proceed with the refund process as per our company policy.

  
  It is important to clarify that once a fraud claim is initiated, it involves both our bank and yours. The withdrawal process and its confirmation need to follow a specific protocol to ensure that all parties are accurately informed. Our records indicate that we have not received the necessary confirmation from your bank that the fraud claim was withdrawn. Despite multiple attempts to resolve this, it appears there has been a miscommunication or a procedural lapse.

  
  We genuinely regret any inconvenience this situation has caused you. To resolve this matter, we request that you provide us with a written confirmation from your bank stating that the fraud claim has been officially withdrawn. You can email this documentation directly to our customer service department at ********************************** or mail it to our corporate office ***************************************************************************************************

  
  We are committed to resolving this issue and ensuring you are satisfied with our services. Should you need further assistance or have any questions, please do not hesitate to contact our customer service team.

  
  Thank you for your cooperation.

  
  Best regards,
  Client Support Managment
  Safebound Moving & Storage

• Initial Complaint

  Date:05/20/2024

  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.

  Buyer Beware. The actual fee was almost double the quote. This company charged me almost double the estimate and then offered to lessen the cost if I agreed to sign away my right to write a negative review. So just be aware that they are buying off the negative reviews. So, they quoted me $720 but charged me $1389. Story below.1. I called a few places and Safebound was assertive in following up, so I decided to go with them. They made it easy. They sent me a quote to move my mother's bedroom from her retirement home of $720, including one hour of travel time.2. When I called to book I was told there was a extra $150 fee to "guarantee" Friday, which I refused so after being put on hold, *** said he "waived the $150 guaranteed day fee" 3. Then when they arrived, the team delayed for an hour while they tried to work out how to get me to sign a paper because we were not present - a detail they knew ahead of time. Then they charged me for the extra hour.4. Then they called to say they needed 4 or 5 boxes and tape to do the job and would need to charge me $288. A stunning markup. 6. And finally they charged me $171 for "fuel charges" to move me 3.6 miles. That's on top of the $180 they charged me for "travel time" and an "Admin fee" And after all of that, they offered to refund the silly fuel charge if I signed away my right to review, I refused. I will say that the guys who did the move were great. They moved the room in less than three hours and were professional according to my brother-in-law who was there. So they seem to do good work but double the estimate they give you.Here's the quote I got:1 Truck 3 Men, 3.0 hrs, $180.00 hrs $540.00 Travel Time: $180.00 Total Moving Estimate $720.00 And what they actually charged me:Labor Time: 3 movers 4.00 hrs $180.00 per hrs $720.00 Travel Time: 3 movers 1.00 hrs $180.00 per hrs $180.00 Fuel Surcharge: 19% $171.00 Packing Materials $288.00 Admin Fee $39.99 Total Job $1398.99

  

  Business Response

  Date: 05/23/2024

  Thank you for bringing this matter to our attention. We apologize for the frustration and inconvenience you experienced during your recent move with Safebound. Your feedback is essential to us, and we take your concerns seriously.

  
  We strive to provide clear and accurate estimates, and we regret that your final charges differed from the initial quote. We would like to address each of your points in detail:

  
  Initial Quote and Booking:

  We understand that you received a quote for $720, which included one hour of travel time. It appears there was a miscommunication regarding the additional $150 fee to guarantee a specific day, which was later waived.

  
  Delays and Extra Hour Charge:

  We apologize for the delay caused by the paperwork issue. Our team should have been better prepared for this situation, especially since we were aware of your absence in advance. We will review our procedures to prevent such delays in the future.

  
  Packing Materials Charge:

  The charge for the packing materials ($288) seems to have caused significant concern. We strive to use high-quality materials to ensure the safety of your belongings, but we acknowledge that this cost was higher than expected. This is because we packed more than the 4 boxes you stated in your complaint. In total it appears as though we utilized 4 dish packs, 1 wardrobe box, one mirror carton, 2 rolls of tape, 2 mattress covers, and specialized packaging for your TV - all the ensure the safe and secure transport of your items. 

  
  Fuel and Admin Charges:

  The fuel surcharge of $171 and the admin fee of $39.99 were part of our standard charges listed in the original contract. However, we understand that these charges, combined with the travel time fee, resulted in a total cost that was higher than anticipated. We strive for transparency in our pricing structure which is why we situated any/all accessorial fees toward the top of our contracts. Nevertheless we are currently reviewing our fee structure to ensure it is clear and reasonable.

  
  We are glad to hear that the movers themselves provided professional service and completed the move efficiently. Despite the challenges faced, we appreciate your acknowledgment of their hard work.

  To resolve this matter, we would like to offer you a partial refund to better align the final cost with your initial estimate. Please contact our customer service department to discuss this further.

  Thank you again for your feedback. We are committed to improving our services and ensuring that future customers have a more transparent and satisfactory experience.

  
  thank you for your time,

  Client Support Manager

  Safebound Moving

• Initial Complaint

  Date:05/10/2024

  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.

  This company has been deceitful, unprofessional, and underhanded in the entire process of the move. Despite an extensive inventory and multiple emails ensuring they would not up the order amount - they have doubled the amount they charged, hounded us for tips, been late for pick-up, and will not commit to a delivery date for the second half of our property. They will not even return phone calls, and hang up on us when we call. We want our property delivered, and for a return of the overcharges which appear common practice with this company.

  

  Business Response

  Date: 05/14/2024

  I'm sorry to hear about your negative experience. Your satisfaction is of utmost importance to us. We understand the urgency of the situation and are committed to resolving it promptly.

  
  To address your concerns, we will expedite the delivery of your remaining items immediately. Additionally, we're prepared to apply a discount to your final invoice to compensate for the inconvenience you've endured.

  
  We sincerely apologize for any frustration this situation has caused and appreciate your patience as we work to make things right.

   

  Respectfully,

  Safebound Client Support

  Customer Answer

  Date: 05/14/2024

   
  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:05/01/2024

  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 organized to have my move on 10/7. The movers were great and thorough. I even gave them a $500 cash tip. The whole process was fantastic until during the move-in we found items that had been scratched. It was properly documented by the ******* ****** suggested I file a claim with their insurance. I was in contact with *************** from their claims department. When the office offered to come out to fix the items rather than filing a claim, I thought that would be a great option. We spoke many times b/w the move and when they had someone come out to repair the items. Two gentlemen came and repaired one of the items and left promising to follow up on the scratched vintage furniture. When I didnt hear back, I followed up with *** again on 11/7 and immediately said he would have someone follow up. That was the last I heard from anyone. I have called over 20 times not being able to reach anyone, so I decide to go ahead and file a claim with the 3rd-party insurance comp. When I submitted the claim on 3/8, they required the **** I requested the *** from Safebound and on 4/1, I was sent a basically blank document. When I notified the person who sent it (***********************) on 4/4, and again 4/5 and again 4/12 with no response, I finally started calling again. I spoke to ****** who agreed the *** was not the right one and he went in search of the correct **** Someone from Safebound told him that they couldnt provide the *** since they already came out to fix my furniture so I cant file a claim. When I explained that the issue was not resolved, he understood, and I have spoken with him a number of times when I call. Yesterday ***** answered and promised someone would call me back. No one did. Today I called again, and Junior answered, immediately recognizing who I was and said someone would call me back. This company is bullying me into not filing a claim by evading providing proper paperwork or a verbal/ written response to me after so much time waiting for a resolution.

  

  Business Response

  Date: 05/02/2024

  We have submitted suitable documentation to the claims company in order to initiate your claim.

• Initial Complaint

  Date:04/23/2024

  Type:Customer Service 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 spoke with ******************** who work for Safebound Moving Company on 03/22/2024 about my move to ************** from ******* and we did a video phone call followed after speaking to ********************. The video phone call was for the move and to show him everything I will be moving to get the exact price for my move to ************** from *******. I spoke with ******************** on 03/29 to inform him I have decided to go with another moving company after ******************** contacted me multiple times regarding my move to **************. After informing ******************** of my decision he wanted to know the cubic square feet, the binding fee for the other company. ******************** stated that the other company I was going to use does not own their own moving trucks and that they will up charge more money once they arrive to my home for the move because they did not offer a video phone call to actually see everything I would be moving. Mr. ******** told me he could do my move to ************** from ******* for $2840. I felt comfortable with the price because of our video phone call we had earlier and I showed him everything I would be taken and I know the exact price due to our video phone call. On April 2, 2024 I gave Safebound Moving Company a $700 deposit for the move date for 04/23/2024. Safebound Moving Company arrived to my home on 04/23/2024 when the movers got here the wanted to add a extra $3,000 for the move. When I spoke and confirmed Mr. ******** about the price he quoted me and that I am willing to pay $2,840 that was quoted to me and no more and he confirmed that $2,840 will be what I would pay to move everything in my home. I was left with no other choice after paying my first deposit but to get the movers to pack the bigger items and leaving the other half still at my home. After the movers left they left my back door wide opened, the storage garage door opened, they left their supplies around my house in the inside and outside. Company has voice recorded phone calls.

  

  Business Response

  Date: 04/24/2024

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

  Your quote was based on a video estimate conducted prior to the packing of your home. We had mutually agreed upon an estimate of 774 cubic feet of space, which included 30 medium-sized boxes.

  Upon our arrival at your residence, our crew conducted a reassessment of the inventory and space requirements necessary for your move. This reassessment revealed an increase in size due in part to your utilization of extra-large boxes instead of the initially specified medium-sized ones, as well as the inclusion of additional items not originally listed in the quote. Additionally, the revised cost for the move incorporated a $500 charge for packing materials, necessitated by items left unpacked or improperly packed for long-distance transit, as determined by you.

  Upon presenting the revised estimate to you, you contacted our office to discuss your available options. These options were outlined as follows: proceed with the revised cost of the move, inclusive of a 15% discount; reassess the items to include essential pieces and pay an amount within your budget; or adhere to the original size estimate, with the provision of some complimentary packing services and an allowance for a small additional cubic footage at no extra charge.
  Following a discussion with your partner, you opted for the third option presented.

  We made concerted efforts to reach an amicable resolution with you on the spot. However, it appears that you remain less than satisfied with the outcome of our conversation.

  Please do not hesitate to contact our office so that we may further discuss how we can resolve your moving issues.

   

  Sincerely,

  Safebound Client Support

  Customer Answer

  Date: 04/24/2024

   
  Complaint: 21617479
  
  I am rejecting this response because: as we spoke on the phone. I was told it doesn't matter about the sizes of the boxes. As long as their was not more than 30 boxes. Mr. ******** confirmed the price for the move for my entire house for $2,840 and that I would not pay anymore money for the move. Also as we speak on the phone you said that ******************** give me false information and which be shouldn have done. I would like for you guys to finish the move for my house and to come back to get the things that was left behind because ******************** stated to me during the video phone call and many time we spoke on the phone that the move would everything that was listed and 30 boxes for the price of $2,840.

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

  

  Business Response

  Date: 04/26/2024

  *************,

   

  After due consideration of your complaint we will move forward with your requested resolution.

  Please reach out to the office at your earliest possible convenience to arrange a date for us to return and pick up the remaining items, for which we will honor the quoted rate originally estimated for the items listed and agreed upon.

   

  Sincerely,

  Safebound Client Support

  
  

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21617479
  
  I am rejecting this response because:
  Unfortunately I had already paid for a **Haul and gas to get the rest of my belongings out of the house. Would you guys be willing to reimburse me the money back I spent on the **Haul and gas, please? The total was $2,081.91. I have attached a copy of the **Haul receipt and gas receipts. 

  Thank you 
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/17/2024

  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.

  We decided to use safebound due to price quoted in comparison with other movers and the 4star ****** rating. We signed an estimate of $3730 and were assured this was high because upon visual inspection from *** the estimated 694cf was on the high end and it would cover the cost of moving supplies and white glove services. We paid $1925 as a deposit. On the date of move (Sunday decided by safebound) we were given an updated estimate more than doubling our original. The acting manager/dispatch ***** gave us the option for them to take ONLY 695CF, for us to pay a $600 change of date fee for me to speak with a manager or the sales representative on normal business hours, or for us to sign the new written estimate of 1200 CF. ***** was unable to point me to the $600 fee in our estimate for changing date. **** identified the seven business days notice to avoid fees, however, we were able to give seven days notice notice as the increased estimate was on the day of move. The revised written estimate clause of our original estimate states shipper would not pay more than 10% of original estimate, however, Safebound would not continue with our move unless we signed the new estimate. ***** also insisted that Safebound is the shipper in that clause. We attempted to sign the new estimate, noting that we were forced to do so or lose our almost $2000 deposit. Safebound would not accept this. This is a bait and switch tactic, we were forced to proceed with the new estimate as Safebound did not allow us the option of paying the increased 50% deposit, and not signing the updated estimate. We were unable to secure other moving arrangements on such short notice and after having already paid almost $2000 out-of-pocket. We simply request to pay no more than the 10% of original estimate as outlined in the revised written notice clause. Estimate does not indicate we would be required to sign an additional estimate in order for Safebound to move our belongings.

  

  Business Response

  Date: 03/18/2024

  I apologize for the issues you encountered with Safebound. It seems there was a misunderstanding regarding the job's scope and pricing. While I understand your frustration, let's address a few key points:

  
  Firstly, there appears to be a discrepancy between the originally quoted estimate and the actual volume and number of items to be moved. If the estimate provided by your reservation agent was based on inaccurate information or if the job's scope changed significantly, it's understandable that pricing adjustments were necessary.

  
  Regarding the additional fees and options presented to you on the day of the move, it's crucial to review the terms and conditions outlined in the contract you signed. There is a late date change fee which applies from the time of your acceptance of your original estimate, not from the time of your re-estimation specifically. The clause states, "No date change penalties if your request is made more than 7 days before your originally scheduled pick-up date."

  
  It's also important to note that Safebound provided services beyond what was initially agreed upon, specifically full packing services, the projected costs for which were outlined in your contract in red, bold writing after being discussed with you by your reservation agent.

  
  Regarding the clause concerning paying no more than 10% of the original estimate, the manager with whom you spoke misunderstood the legal definition of the term Shipper. To my understanding, the clause in question requires Safebound to determine whether or not a written revision is necessary to perform the move once the shipper (i.e. you) has added items, volume, or services to be rendered.

   

  In an effort to process the issues youve presented in an expeditious manner, please reach out to Safebound's client support team to discuss your concerns in detail. I apologize again for the inconvenience and frustration you've experienced. I hope that we can reach a satisfactory resolution.
  

  
  

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21445306
  
  I am rejecting this response because:

  There is no valid reason for the quoted estimate of volume to have increased by double. We did our part itemizing large items, we took your sales agent on a virtual walk through, we updated him via email of items we remembered after our walk through, and we hired a junk removal company to take a trailer of unneeded items from the property between the time of the walk through and the move date. The error was 100% the fault of safebound and as such it should be your responsibility to remedy the discrepancy. 
  

  Regarding other options presented on move date, please identify what clause states we are required to sign a new estimate on the day of move or safebound would not take our items? I understand the 7 day clause however we did not request a date change, we were told we had to do this or sign the new estimate; There is no clause stating these terms in our agreement. 
  

  Safebound did not go above and beyond. I informed *** we would require packing material and service which he reflected in the document through red text. He verbally told me his visual volume estimate was a highball based on the limited furniture we had and that this would account for additional charges with packing and material. Additionally the moving team left trash and multiple personal items at the property. 
  

  Lastly there is no justification for Safebound to have forced the revised estimate as we the shippers did not add any items or volume, and did not change the scope of the move from what was informed to Safebound of our needs. Again please tell me what justification there is for us to be responsible for the additional volume when your expert mistakenly or intentionally and maliciously undervalued our volume in order to secure our business. Had we been fully informed of the cost and estimated volume we would have been happy to sign the contract and proceed with the secondary estimate. However, the bait and switch on the date of move, the misinformation and rude behavior of your manager, and the lack of thorough service  are unethical. 
  

  It is obvious from the other Safebound BBB reviews that this is common practice for your company and that ****** reviews are either paid for or falsified. This is a separate issue which we will be investigating.
  

  No representative of Safebound has returned my request for contact from the original date of move. Safebound has my requested resolution and my contact information, you need to contact me to resolve.

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

  

  Business Response

  Date: 03/21/2024

  There is no valid reason for the quoted estimate of volume to have increased by double. Lastly there is no justification for Safebound to have forced the revised estimate as we the shippers did not add any items or volume, and did not change the scope of the move from what was informed to Safebound of our needs.
  
  Based on the document you provided, it appears that there were 506 extra cubic feet included in the move on the pickup day, beyond the estimate derived from your virtual assessment and verbal communication of details.
  
  
  Regarding other options presented on move date, please identify what clause states we are required to sign a new estimate on the day of move or safebound would not take our items? 

  The clause in question is as follows: 
  REVISED WRITTEN ESTIMATE:  If prior to or on the day of the scheduled pick-up the shipper tenders more property or makes a change to the initial order for which they received an estimate; Safebound Logistics, LLC may either (1) undertake the job with the additional property, in which case the shipper would only be required to pay 10% more than the initial estimate to receive the property on a non-binding estimate or 100% of the binding estimate and the remaining balance will be billed after the 30 day deferment. Or (2) Safebound Logistics, LLC and shipper may execute a Revised/Rescission document, PRIOR TO LOADING OR OTHERWISE BEGINNING THE **** this rescission document and new estimate given prior to loading will service as the only active estimate for which charges will be calculated.

  Simply put, it allows Safebound to provide a written revised estimate. If you don't agree to proceed with the revised estimate, the only other viable option would be to cancel your move with Safebound, following the terms of the contract you agreed to upon signing.
  
  
  Additionally the moving team left trash and multiple personal items at the property. 

  We take this claim very seriously because our movers are trained to clean up after themselves and maintain a respectable and orderly workspace. We will address this issue with the team lead and their direct supervisor, and immediate disciplinary action will be taken.

   

  No representative of Safebound has returned my request for contact from the original date of move. Safebound has my requested resolution and my contact information, you need to contact me to resolve.

  As per our last response, we encourage you to contact our client support department for a direct and productive conversation to resolve the issues you've raised. If we don't hear from you today, a member of our team will reach out to you on Monday.