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: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.

   
  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,
  
  *********************

  o 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: 04/26/2024

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

   

  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

  
  

  

  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: 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.

   
  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,
  
  *********************

  timate 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.
  

  
  

  

  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.

• Initial Complaint

  Date:02/02/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 21238462
  
  I am rejecting this response because: They have made no attempt to resolve the issues at hand.
  
  Sincerely,
  
  ***************************re telling me that I have to pay them more money to deliver to me the items they left. They were supposed to put back together items they, disassembled. My bed can not be assembled because they left the slats. I found boxes, they were to pack, half full, items that were supposed to be packed together in different boxes. Items that didn't need to be boxed in boxes. DVD|CD Wall unit, listed on their household goods descriptive inventory that was to have been picked up & delivered is still sitting in the garage at my prior address. The driver informed them, he could not put the bed together because slats were missing from the bed. Also, paid the driver, $150.00 by way of neighbors' help because the driver would not take any items to the second floor, claiming to do so was over a flight of stairs. In total, I have been charged $8,902.84, $4,462.23 on my credit card, $4,290.61, and a certified check for a job not even half done. Still, no one has contacted me even on the issue of putting my bed together. They want more money. to complete the job.

  

  Business Response

  Date: 02/05/2024

  We sincerely apologize for the inconvenience and frustration you've experienced with Safebound. We take customer feedback seriously and understand the importance of addressing your concerns promptly and effectively. We regret that your moving experience did not meet your expectations, and we would like to address each of your points.

  
  Delay in Delivery:

  We acknowledge the delay in delivering your items and understand the impact it has had on your relocation process. Please note that your delivery fell within the legal delivery window, and Safebound did not make promises of a more prompt delivery at any point.

  
  Storage Without Consent:

  Your items were never placed in storage; they were processed for delivery on a shared load as per your contracted agreement with the company. At no time did you request an expedited or guaranteed delivery, which Safebound would have gladly obliged if requested.

  
  Assembly of Furniture:

  The failure to assemble your bed properly is unacceptable, and we sincerely apologize for this oversight. If the missing slats are recovered, they will be promptly delivered to you, and our team will assist in assembling your bed at your convenience, free of charge. If the slats are not recovered promptly, our claims process will reimburse you for the missing item and the cost of professional assembly.

  
  Charges Discrepancy:

  Your move was booked through a third-party agent whose estimate did not encompass the entirety of what needed to be moved. Safebound strives to provide complete and satisfactory service and, on occasion, may need to revamp services and adjust charges accordingly.

  
  Communication Issues:

  Our records indicate several phone conversations between your pick-up date and delivery date. Additionally, a small number of missed calls were promptly returned by our client support agents. Occasionally, clients may confuse Safebound with their original agent, attributing communication issues to us.

  
  Once again, we apologize for the inconvenience caused, and we appreciate your patience as we work to rectify these issues. An agent will be in touch with you today to work through the problems you experienced, rectify any issues, and make an offer of compensation regarding your lost or damaged items.

  Customer Answer

  Date: 02/15/2024

  This is a part of their response "An agent will be in touch with you today to work through the problems you experienced, rectify any issues, and make an offer of compensation regarding your lost or damaged items. This message I understand was sent on Feb. 6,2024, at 2:13:49 pm, but as of today I have not had a call, text, or email from them. So, they have made no effort to resolve the issue.  I am still finding evidence of how they cheated me out of my money.  I found a box that they had taped up, was completely empty..  The box could not have been emptied by us, because it is still sitting behind plastic containers in front of it and other boxes to the sides of it.   I have found rolls of tape that they used to close the boxes inside of several  of the boxes that they packed.  As for the slats to my bed, they are not lost, they are still at the house that I moved from, as well as other items that were suppose to be on the truck.  Also, they say they did not put my items in storage, but I received an email from them indicating I needed to pay them for storage.  ,  .

  

  Business Response

  Date: 02/20/2024

  We have made multiple attempts since the client's last response to reach out and address the issues experienced at pick-up. To date, the client has been unable or unwilling to provide us with a concise explanation of what they would like done in order to fix the problems. Attached is a screenshot of an email sent to the client to this end.

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21238462
  
  I am rejecting this response because: I made many calls to Safebound, starting 12/24/2023, when I learned that items that were suppose to be on the Safebound truck were still at the residence I moved from.  I was informed that I would need to pay Safebound more money to go back to pick up these items, since there was not enough room on the truck for them. I had made repeated calls since then, but received no return call until after I filed this complaint with BBB.  When speaking to me, you informed me that my things took up 1580 of the 1600 space that I paid for.  As of today I have not received a refund of the difference,.  My bed has still not been put back together as it was suppose to have been on day of delivery.  Also, I have found more empty boxes, that were counted in my items, to take up more space.  These are proof that actions by Safebound were deliberate and intentional, since these boxes are covering my rug in the living room with unpacked items sitting on them.  They were opened and placed there by the crew emptying the truck so that they would not damage my rugs, because it had snowed and it was wet outside.  So no as I stated there is nothing to be negotiated at this point.  I believe I should be completely refunded since the intent was to take advantage of me, from the beginning. 
  
  Sincerely,.
  
  ***************************

• Initial Complaint

  Date:01/11/2024

  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 are writing to share the horrible experience we had with your company. Please see the majority of the below items that took place.1)Salesperson **** worked with my husband on quoting the job via email (no one ever came for a site visit). We were quoted $3256 for the move from *********, ** ********************************************************** with the probability there would be approximately a two week layover until we closed on our home in ******************.2)As time got closer, **** requested a video of the contents in the house and boxes. I called and spoke with **** to ask if the video could by sent room by room due to the size of the files and trying to transmit them via email. **** explained the videos were not necessary because he was able to pull everything off of the photos from the Zillow website listing. We also reviewed the number of containers and shelving in the outside shed. I offered to send photos of the interior of the shed (dimensions were provided) along with photos of the garage. **** said that was not a not necessary. During the conversation, I asked if the crew could disassemble the shelving units due to my husbands physical disability. ***** reply was not to worry, if they needed to be disassembled, his crew would do that. **** also reviewed the amount of TVs and mirrors that would have to be packaged and said it would cost no more than $50 total.3)**** explained the movers would come anywhere between 8-12:00 on July 12th. They would call when they were on their way and the goal was to get everything out in the same day not to exceed 8:00 p.m.4)The movers arrived at our home in ********* on July 12th at approximately 12:00 p.m. The lead person came in and started walking around to assess what we had to be loaded. He got upset and said this is way more than what was quoted. We explained we had gone back and forth with **** and I spoke directly with him regarding everything. After about 45 minutes he called the office, sent a video, and started requoting us. A new quote in the amount of over $11,000 was given to us. With our house being closed upon in two days, your company had us basically in a noose. We had no alternative but to pay for it. It was explained that we were being given a $1000 discount for the storage. As he reviewed the bill of lading, and my husband and I were still in shock, the lead person then proceeded to advise us that they receive a gratuity from all of their clients. He went on to explain that the standard gratuity for a job like this was $400. Then he proceeded to break it down that he would receive $200 because he was in charge, and the other two helpers would receive $100 each. We were a little taken back on how he handled the discussion of GRATUTIY. I wanted to explain the meaning of gratuity but again, they had us. The work never started until 2:00 p.m. As the crew worked and knew they werent going to fit everything in one truck, they called for a back up truck to come. That truck had two individuals on it and they came, emptied out the shed and part of the garage, then left. 5)The crew never finished loading the truck until 10:00 p.m. Well after the time provided by ****. Plus, I had to leave my husband behind to go and check into a hotel for the night. His sister came over and stayed until 9:30 p.m. This was very challenging, but we just needed to get through all of the removal of our items. When they were done loading, my husband provided a gratuity of $300. The lead person looked at my husband and said this wasnt what was discussed. My husband then explained, nor was the extreme increase of the moving fee and the financial surprise that set us back. That was very bold on your staff members to say that to my husband. With that being expected, that is a far cry of the meaning of gratuity. 6)Due to the crew leaving so late, we came back to the house in the morning to clean up the mess that was left. Empty tape rolls everywhere, blankets, etc.7)We were then in touch with your company to explain we would not be able to take delivery until August 1st. This was done via phone calls and some emails, along with the process of us being in a gated community. We took the delivery on August 1st. This team called and arrived as scheduled. The lead person came in and went over the final payment and had me sign all of the pages prior to unloading the truck. It was never discussed that I needed to stand there and check in all of the boxes and items as they were offloaded and brought into the house or garage. 8)The crew brought everything in and unpacked the big items. The one assistant broke one of the legs to our washing machine as he was trying to cram it into a space that was too small. When my husband pointed it out for him to stop and pointed out he broke the leg, my husband was told it would be fine. The lead person took a picture and told us to call the office with any damages. As they were finished and getting ready to leave, I noticed my dining room table was damaged on one corner. A picture was taken, and I was told to call the office to get it repaired. We also pointed out that we were missing a couple of shelving units, and he said to notify the office of that as well. 9)The following day, we did just that. We called and left messageS for ***** to call back. With not hearing back after two days of trying, my husband emailed ****. It took SEVEN days before anyone got back to us and by this time we had been unpacking and noticed several other damaged and missing items. Our frustration continued to grow.10)Because we had to store everything for 19 days, we knew we may have some damages and/or breakage. Boxes were crushed, marble tabletops cracked. We knew we had taken out an insurance policy but unfortunately my husband deleted that back-up. We asked **** for a copy of the original contract and the policy, in which we only received the contract. 11)***** finally sent us the link and information to file our claim, which we did to the best of our ability. We were under a deadline and had not unpacked or unwrapped everything. We had multiple crushed boxes and plastic containers, which then after looking at the contents, all of the breakage. We provided as much information as we could during the short period of time we had to submit the claim. It was challenging, due to so many pieces being antiques. Our sectional couch had the connecting pins broken off, and the list just went on. We even found more damages to furniture, missing containers, and so many other mishaps after the claim was completed. **** explained it would all be taken care of. Well after reading the claim and finding out the reimbursement rate and not being able to locate the insurance policy we purchased, we were beyond upset, disappointed, and disgusted. ***** then called us and said they located three pieces of furniture that he thought belonged to us. He sent me pictures of them covered and looking at the legs, I knew they didnt belong to us and that someone else has had the same problem. ***** did acknowledge he located the top to one of my husbands workbenches, but it was damaged and did we still want it. I said we would be the judge of that. So, he sent out a truck with the wood top. We looked at it and refused it. The driver took a picture and texted it to someone. We requested a copy of the picture but never received it. And the insurance company denied that item due to no picture. 12)After the daunting task of completing the claim the best that we could, our assigned person, ****, kept us up to date with emails. Our total in damage claims was over $6000. When they came back with a $262 settlement, we were astonished. I cried and when I think about this whole situation, I cry. We were so exhausted and defeated by this entire process. On top of the nightmare, we then had to wait 60 business days for the check. We write this for several reasons.1)All of the salespeople should go in the field to see what information is actually needed and why cross training is a necessity for good customer ************* excuses of being short-handed should remain in-house and not shared with the customer, EVER. I could go on with all of them that I heard for not returning calls, etc.3)Your team leader should NEVER be allowed to tell a customer what is expected for gratuity. The meaning is: Gratuity is a sum of money customarily given by a customer to certain service sector workers such as hospitality, for service they performed, in addition to the basic price of service. 4)After seeing all of the damages, this would have been handled a whole lot differently. Tip was more than the reimbursement of the lost and damaged goods!We are saddened this happened to us and our intention is to inform you of what took place with one of your customers. We hope your employees and you can be educated and informed by this so it doesnt happen to others. Respectfully,****** & ****************************

  

  Business Response

  Date: 01/15/2024

  Dear ****** and ***********************,

  
  We sincerely apologize for the unpleasant experience you had with our company, and we appreciate you bringing these issues to our attention. We understand the frustration and inconvenience caused throughout the entire moving process, and we want to address each concern raised in your complaint.
  Initial Quoting and Miscommunication: We acknowledge the miscommunication and discrepancies in the initial quoting process. We apologize for any inconvenience caused by the inaccurate estimate and assure you that we will review and address the communication gaps with our sales team.

  
  Unexpected Increase in Moving Costs:

  We deeply regret the unexpected increase in moving costs and the pressure it put on you due to the imminent house closure. We will investigate the circumstances surrounding this issue and take appropriate measures to prevent similar situations in the future.
  Handling of Gratuity: We apologize for any discomfort caused by the handling of gratuity. It is not our policy for team leaders to dictate gratuity expectations. We will address this matter with our team to ensure a more professional and customer-friendly approach.
  Damages and Missing Items: We are truly sorry for the damages to your belongings and the missing items. Our team should have ensured proper handling, and we will review our procedures to prevent such issues in future moves. We appreciate your patience and understanding as we work to resolve these concerns.

  
  Claim Process and Settlement:

  We understand your disappointment with the claim settlement. We will review the claim process, investigate the discrepancies, and work towards a fair resolution. We sincerely apologize for any distress caused by this situation.

  
  Improvements and Employee Training:

  Your feedback is invaluable, and we are committed to making improvements. Cross-training and ensuring our team has a comprehensive understanding of customer needs will be a priority. We appreciate your suggestion for enhanced customer service training.
  Timely Communication and ***************** We apologize for any delays in communication. We will reinforce our commitment to timely and transparent communication with our customers. Our goal is to provide a smooth and stress-free experience for all our clients.

  
  Educational Initiatives:

  Your recommendation for education and information for our employees is duly noted. We will implement measures to ensure that our team is well-informed and trained to handle various aspects of the moving process more effectively.

  
  We genuinely regret the negative impact this experience has had on you. Please be assured that we take your feedback seriously and are dedicated to making the necessary improvements. We will be reaching out to you directly to discuss potential resolutions and address your concerns further.
  Thank you for bringing this matter to our attention, and we appreciate your patience as we work towards a satisfactory resolution.

  Please reach out to the client support department as soon as you can to discuss compensation for the missing and damaged items. 

   

  
  Sincerely,

  Safebound Moving

  Customer Service Team

  

  Business Response

  Date: 01/18/2024

  Attached is a copy of your signed release form from the claims company which in part states: 
  
  I hereby release and forever discharge the carrier:
  Safebound Logistics
  and its agents from any and all future claims, law suits, complaints of whatsoever nature. This release
  particularly refers to the transportation of Household Goods:
  
  By accepting this settlement offer, the clients acknowledged and agreed that any issues that arose from their contract with Safebound was amiably settled. As such Safebound did pursue any further avenues of amelioration with the client. 

• Initial Complaint

  Date:12/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Safebound Moving & Storage on August 16, 2023 and was induced into a contract by *******************. **** told me that I would pay less money and get my items faster than using Uhaul. I was specifically told that I would have my items by September 4, 2023, which was the delivery date on the contract. The day before my items ***** supposed to be picked up, I received an email stating that Princz Movers LLC was going to be picking up my items, not Safebound. There was no communication from Safebound that a different company would be moving my items and by that time it was too late to change plans because I was starting a new job in a different state. ****** Movers picked up my items on August 28th. Once they were picked up I left the state and was waiting for my items. The day before my items were supposed to arrive I reached out before I had not received any communication about the delivery. Safebound stated that they didn't know what ****** movers was doing and there was nothing they could do. I ended up not receiving my items until September 12th with almost no communication. I packed my life-saving medication and other important things based upon the guarantee from Will at Safebound. My items arrived weeks late and then 8 hours late on the day they were supposed to arrive. The movers then refused to unload my items without paying $150 more without explanation. They were supposed to assemble my furniture, but did not bring any tools, however, they said it didn't matter. After they left I sat on my bed and the bedframe collapsed and the legs snapped, destroying it completely. The same thing happened when putting items on my nightstands. The boxes were all beaten up and destroyed and many items had been broken or are missing. I filed an insurance claim, but have not been given any information or the company refuses to acknowledge or take responsibility for any broken or missing items.

  

  Business Response

  Date: 12/29/2023

  Dear Geneva,

  
  I hope this message finds you well. I would like to extend our sincere apologies for any inconveniences you experienced during your recent move with us. After a thorough review of your account and a careful examination of the details surrounding your move, I would like to address each of your concerns.

  
  Initial Quoting Process:

  After reviewing the recorded phone calls between you and our booking agent, I couldn't find any instances where you were informed that using our moving service would be quicker than using a U-Haul. Moving a relatively small number of items across state lines inherently involves logistics, and self-moving is always an option for a faster turnaround.

  
  Lack of Timely Disclosure Regarding Subcontracting:

  In the logistics industry, unforeseen circumstances may necessitate subcontracting. In your case, we initially intended to handle your move with our in-house crew and truck. However, due to a mechanical failure, we had to subcontract the job to one of our partners. We apologize for the last-minute change, but we prioritized your timely and efficient relocation.

  
  Delivery Delays:

  Following the pickup, the subcontractor required signatures on various documents sent to you via email. Our team at Safebound and multiple members of the subcontractor's team made considerable efforts over a week to communicate with you for document authorization. Unfortunately, the delay in obtaining your signatures caused shipping delays, as the mover could not legally proceed without proper authorization.

  
  Additional Costs:

  The additional cost mentioned in your complaint was associated with a second stop you requested during delivery. This information was communicated to you in advance and was included in your paperwork.

  
  Damages:

  I sincerely apologize for any damages your items incurred during transit. We are investigating the circumstances that led to this and are committed to implementing measures to prevent such incidents in the future.

  
  Insurance and Claims:

  I regret to hear about the delay in the insurance process. We will promptly contact the subcontractor's office to expedite the resolution of your claim.

  
  We appreciate your feedback, and we are dedicated to addressing these issues to enhance our services. If you have any further concerns or questions, please do not hesitate to reach out. Your satisfaction is important to us, and we are committed to making things right.

   

  Thank you

  Safebound Client Support

• Initial Complaint

  Date:12/06/2023

  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.

   
  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.
  

  * The blankets were picked up on Dec 14, but I havent received any updates on the refund for $500 yet

  I emailed and called Safebound but no response yet

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

  

  Business Response

  Date: 12/07/2023

  We appreciate the opportunity to address your concerns and apologize for any inconvenience you may have experienced during your recent move. We take customer feedback seriously, and we strive to resolve any issues promptly.

  
  Upon reviewing the details of your complaint, we would like to provide clarification regarding the circumstances you mentioned. While we understand there was a misunderstanding regarding the additional charges for the blankets and the agreement for their pickup, we want to clarify the following points:

  
  Pricing Structure:

  Our pricing is based on various factors, including the volume of items, distance, and the estimated time required for the move. We acknowledge that unforeseen circumstances can arise during a move, leading to adjustments in the final cost. We regret any confusion regarding the pricing, and we are committed to addressing this issue.

  
  Blanket Pickup Agreement:

  We apologize if there was a miscommunication regarding the agreement to pick up the blankets after you removed them from the furniture. We are dedicated to resolving this matter, and we will ensure that the blankets are picked up as originally discussed.

  
  Refund Policy:

  Our company is committed to providing fair and transparent services. If there was any confusion regarding the refund for the blankets, we sincerely apologize. We will review the details of your case and process the refund as agreed upon during the initial conversation.
  
  
  Once again, we apologize for any inconvenience you may have experienced, and we appreciate your patience as we work towards a resolution.

   

  Please reach back out to us in the ********************** and ask to speak with the manager. 

  
  Sincerely,

  Safebound Client Support

  Customer Answer

  Date: 12/16/2023

  I accepted the resolution offered from the company.

  They Picked up the blankets on the 14th and I havent been able to reach anyone about the refund.

  I sent an email, called the company and left a message, no reply!

  pls Your assistance in requesting the company to refund my money, as agreed 

  Thank You

  *****

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

  Customer Answer

  Date: 12/16/2023

  I havent received any response regarding my refund yet- pls keep the case open 

  thank you 

  *****

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

• Initial Complaint

  Date:12/01/2023

  Type:Product 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.

   
  Complaint: 20945291
  
  I am rejecting this response because:I have attached my inventory form. I have gone through the process of filling a claim and they only offered 300 dollars for over ****** worth of stolen items. They claim that the paper work doesnt indicate that it was not delivered. However the business is very much aware through extensive communication that my things were STOLEN and not delivered and they are refusing to compensate me for my stolen items. The answer I received from ***** was "if we would have found your items we would have called you", they then proceeded to block my number. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/08/2023

  We sincerely apologize for any inconvenience you have experienced with our services. We take all customer feedback seriously, and are committed to addressing your concerns.

  We understand the frustration caused by the issues you've outlined in your complaint. We are currently investigating the matter and will review the documentation you provided. Our team is dedicated to resolving this situation promptly and fairly.

  Please be assured that we value your business and are committed to finding a resolution. We will reach out to you as soon as our investigation is complete to discuss a suitable course of action.

  If you have any additional information or details that *** assist us in expediting this process, please feel free to share them with us. We appreciate your patience and understanding.

  
  Sincerely,

  Safebound Client Support

  Customer Answer

  Date: 01/31/2024

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

  

  Business Response

  Date: 01/31/2024

  The client's latest rejection of the answer we've provided stated that the claims company we utilize would not include the missing items in the cargo protection pay out. This was a clerical error on the claims company's behalf. We've contacted the claims company, reopened the claim, and approved the missing items for compensation. See attached document for proof. 

• Initial Complaint

  Date:10/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 20765256
  
  I am rejecting this response.

  I must clarify that I have not taken any action to close the case. In fact, I have been actively seeking a resolution since the issue first arose.

  The assertion that the case was closed due to my inaction is inaccurate. CSI Pros informed me that the case closure was due to Safebound's lack of approval. Furthermore, I was told by a representative from Safebound that the case was closed because of Safebound's lack of review. At no point was I presented with a settlement offer or any form of closure agreement for my review or signature.
  As a customer, I am not equipped with the knowledge or authority to close a claims case. My role has been to report the damage and cooperate with the process set forth by Safebound and CSI Pros. The responsibility for managing and resolving the claim should not be shifted onto me.
  The ongoing situation, where each party points to the other while no tangible progress is made, is unacceptable. It is the responsibility of Safebound Moving, as my initial service provider, to coordinate with any subcontractors and ensure the claim related to the damage to my belongings is appropriately handled.
  I urge Safebound to take immediate action to reopen the case and facilitate a fair and timely resolution. Your cooperation and commitment to customer satisfaction are crucial in this matter.
  Thank you for your prompt attention to this serious issue.
  Regards,
  *******************************

  d up paying $2,095 on top of my $420 down payment to finally receive my extensively damaged furniture, including a destroyed dining table and TV. Their treatment felt like economic extortion.

  

  Business Response

  Date: 11/08/2023

  Your case was closed due to your own inaction in signing off on the release form to finalize the claims process. 

   

  After your phone conversation with our client support office today, you should be on track to reopen this claim with CSI Pros and finalize the paperwork on your end to get things taken care of. 

   

  Thanks for your time,

  Client support

  

  Business Response

  Date: 10/23/2023

  We're truly sorry to hear about the difficulties you encountered during your move with Safebound. We understand that this experience has been distressing, and we appreciate you taking the time to share your feedback.

  
  We take all customer feedback seriously and use it as an opportunity to improve our services. Rest assured, we'll be conducting a thorough internal review to address the issues you've raised. While we regret the inconvenience you've faced, please be aware that any compensation or liability would need to be discussed directly with our claims department.

  
  If you have any further details you'd like to share or if there's anything we can do to assist you in the resolution process, please feel free to reach out to our claims department. They will be more than willing to assist you further.

  
  Thank you for bringing this to our attention, and we sincerely apologize for any frustration this may have caused. We appreciate your patience and understanding as we work to resolve this matter.
  Warm regards,

   

   

  Client Support

  Safebound Moving

  Customer Answer

  Date: 10/30/2023

   
  Complaint: 20765256
  
  I am rejecting this response because:

  Dear Safebound Team,
  I wanted to extend my gratitude for the professional and considerate tone in your recent message regarding the difficulties I encountered during my move. Your empathy and willingness to address the issues are highly appreciated.
  However, I feel compelled to share my contrasting experience when dealing with your claims department over the phone. The representatives have often come across as annoyed and uncooperative, which has made the resolution process more challenging for me.
  I am keen on understanding the nature of the internal review you mentioned in your message. My case was unexpectedly closed without prior communication, and I was later informed that no one at Safebound had reviewed it. This was quite surprising and contradicted my understanding that an ongoing investigation was being conducted. The claims department is now reopening my case, but this has left me questioning the effectiveness of the initial review process.
  Could you please provide more details on what type of investigation was initially conducted? And why there was a lack of communication during this critical time? If my case was actively being reviewed, I would have expected to be contacted before any closure was decided upon.
  Ensuring transparency in this matter is vital for rebuilding trust and ensuring that similar situations are prevented in the future. I appreciate your attention to this matter and look forward to a satisfactory resolution.
  Thank you once again for your professionalism in writing, and I hope to see this level of service extended across all departments of Safebound.
  Best regards,
  
  *******************************

  Customer Answer

  Date: 11/17/2023

  Please reopen case. Business has not provided resolution. Thank you.