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:07/26/2023

  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.

  From the time we signed with safebound it was problems. First the move was$10,500, when they came to pack it changed to $18,000. It was too late to book with anyone else . Many furniture pieces were broken. Thousands of dollars. An antique table can not be replaced. A broken desk, curio, glass tops to side tables, lladro and belleek, precious moments, some ********* glasses. These things had to be dropped or thrown.

  

  Business Response

  Date: 07/26/2023

  Good afternoon! Thank you for your statement.

  You have been given the claims information and told you must file a claim for any and all damages. We are deeply apologetic for the items that were damaged, it is neevr our intention however sometimes these things happen. However, I can promise you none of our employees would purposely damage your items - that is atrocious and not something that would or ever occur with safebound.

  Regarding your estimate, it is exactly that - an estimate. You required additional space and packing upon pick up, meaning your estimate had to be revised. You are under absolutely no obligation to move forward with an onsite revised estimate. I apologize you felt you did. Any additional clarification please call the office,

• Initial Complaint

  Date:07/13/2023

  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.

  -Date of Transaction: 6/27/2023 -Amount of money paid: $1780 -Committed to provide moving services from ********, ** to ******************* -Once arriving to pick up location in ********, ** Company stated that they were going to charge me $1780 more than originally planned. Even though the company had the exact number of boxes and sizes of the boxes and inventory list and we had done a Face time call to see all the inventory on hand. Company would not offer full or partial refund after the price increase. -Business seems to have no problem with these business tactics of extorting money from customers when the movers arrive on-site to move. Charging the customers more money with no other alternatives. -Order number X3998262

  

  Business Response

  Date: 07/28/2023

  Thank you so much for this information. I apologize the estimate you received from your booking agent was not exact, however all they provide is an estimate. A refund is not applicable in this case as you utilized the services from start to finish. At your pick up you took up more space on the truck (a total of 445 additional cubic feet). You are quoted based on the inventory you provide to your booking agent. That being said, during your estimate process you gave an inventory of 45 items (quantity of 180) however during the written inventory, we totaled over 200 items (please see attached for verification)
  
  This is not free, however I do understand being met with a cost you were not expecting - however any space you take up on the truck must be paid for. Please let us know if there is a way we  can help you, as there will be no refund on this account. Thank you!

• Initial Complaint

  Date:07/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We used Safebound Moving and Storage for our cross country move from ************* to *****. Pickup went as expected/our items seemed to be handled with care. Delivery however was an act of gross negligence. After 30 hours of the movers disappearing with no contact, they arrived for delivery. They were disrespectful, refused to take instructions for where to put items, and were extremely negligent in their handling. They would not take instructions to deliver the items to their respective rooms (labeled in the boxes.) They tried to leave without building my furniture, which was part of my contract. I asked them to do so and they were rude, but did. Upon their departure, I started unpacking and found countless damages and evidence of their carelessness. Boxes labeled fragile were crushed beneath heavy boxes. They haphazardly built my infants CRIB (a safety hazard)missing several screws and electing to not s**** in all the way the ones they DIDNT MISS. Our king *** slats were not screwed down. Queen ****** *** was built with the wrong pieces in wrong places, and forced into position/screws stripped, rendering it damaged and bent. Our metal bench was LITERALLY bent in half and hidden behind boxes so I couldnt see it till they left. The grills two wheels are broken off. Dining table leaf is broken. Our sofa, upholstered ***, and glider are all stained with black and what appears to be water damage. The king *** has permanent impressions from the way it was tied by the team. Wardrobe boxes and contents arrived crushed. Several items were broken from negligence including vases, glasses, curtain rod. These damages will be too costly for our family to recover them. These items took us years to purchase and now almost everything we worked hard to buy is ruined. I am seeking a partial refund to cover the damages incurred by Safebounds negligence.

  

  Business Response

  Date: 08/01/2023

  I am working to come to a resolution with are north east office currently. Please allow us a few days to come to a meaningful solution for you and your family.

   

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20288683
  
  I am rejecting this response because I have not received any follow up communication or updates regarding the ********** office (referred to by Safebound in their BBB message) from Safebound, nor any compensation for my losses. On July 11, 2023 at the request of ***** with Safebound, I sent a detailed report of the damage and loss. Since then no progress has been had. 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 08/10/2023

  Attached is the detailed report of damage and losses from our move with Safebound.

  

  Business Response

  Date: 08/23/2023

  We are genuinely disheartened to learn about the difficulties you faced during your recent move with Safebound Moving and Storage. We sincerely apologize for the distressing experience and the damages to your belongings. Our team is committed to ensuring a smooth and hassle-free moving process, and we deeply regret that we fell short of your expectations.
  
  Your feedback is of utmost importance to us, and we take your concerns very seriously. We will thoroughly investigate the issues you`ve raised, both in terms of the handling of your items and the behavior of our movers. We understand the gravity of the situation and are dedicated to addressing it promptly.
  
  In direct regards to the damages: We have received neither a formal claim, nor the requested photos of the damages. Please provide the photos to ********************************** at your earliest convenience.
  
  Thank you for bringing these matters to our attention. We are committed to improving and ensuring that no other client has to go through a similar ordeal in the future.
  
  
  Best regards,
  
  
  Client Support Management
  Safebound Moving and Storage 

• Initial Complaint

  Date:06/27/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business has poor communication has no urge to solve issues with customers. They picked up our furniture from our home and charged us for boxes that were left by movers. Initially our quoted date was 3-4 business days. Then Was told up to 14 days as per their contract that was not discussed and was always told 3-4 days to get us to sign with them. We have a new born and are in a completely different state with no furniture nothing for our babies needs and they stated you should have read the contract. It is stressful enough being a new mother and moving to a new state with no help then this company essentially bait and switched me with prices and promises that were false. Right now we are still with no furniture and waiting for the company to even get a team to bring our stuff they have no intent on trying to help us get our stuff in a timely matter.

  

  Business Response

  Date: 06/27/2023

  Thank you very much for sharing, ******. Based on the numerous recorded phone calls between you and Safebound - it is clear that no one person at our company gave you information delivery would take place Monday or Tuesday (your words this morning during our conversation).

   

  Please see within the first page of your signed estimate the general delivery schedule:

  General Delivery Schedule:
  Estimate delivery schedule below are not guaranteed but close proximity, based on previous performances and customer's earliest/ 1st requested delivery.
  0-500 Miles --- 0-7 Business days.
  50****00Miles --- **** Business days.
  1001- 1500Miles --- **** Business days.
  1501- 3300Miles --- **** Business days.
   Above schedule is effective from the earliest date the customer is ready for final delivery. At the time of your pick up, we will ask you for the earliest available delivery date you can accept the items. This is also known as (FAD). If your delivery has been scheduled and or confirmed but due to unforeseen circumstances not available for receiving - Re-delivery Fees are $1.50/cft. Overnight storage in the truck also available if the situation is applicable for $500/night. 

   

  Based on your last call with **** which is where delivery was discussed - you gave him the complete address the day you booked. Not once in any of the 3 phone calls you had with **** did you ask about delivery time frame - only once your shipment was picked up.

   

  I know it can be upsetting booking a service and not knowing what questions to ask. 

   

  We are working to get you your shipment as soon as possible. Please understand your shipment does us no good sitting in our warehouse when you are ready for delivery.

   

  I hope this can clarify your confusion.

• Initial Complaint

  Date:05/23/2023

  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 am requesting a $5,000 refund. I was overcharged, inconvenience, the services my family received from Safebound Moving and Storage was poor and incomplete. I also want to point out that a local move under 10 miles should not be this expensive.

  

  Business Response

  Date: 05/23/2023

  Good afternoon thank you for your information - per the estimate given, which I have attached, the customer is charged solely on hours used. Unfortunately, the estimate given was incorrect - the hours used were MUCH more. Customer was quoted for 12 hours of labor and 1 hour of travel: 13 total job hours - upon pick up, the  crew ended up utilizing ***** labor hours - which is definitely grounds for additional charges, while I understand sometimes consumers do not read the documents they sign, it is important to note this information is readily available within the first page of the estiamte that w e send out PRIOR to taking any kind of deposit for moving services. The move was discounted hugely and generously given the amount of time and materials that were used to conduct this move - the packing materials used alone were close to $4000.00 - however we only charged $2600.00.

  Attached you will find a copy of the original moving quote as well as the actual final charges for ***************** move - for your records.

  There is absolutely no refund or credit due on this move. Please advise on how we will move forward with no monetary deduction or refund being given.

  Customer Answer

  Date: 05/24/2023

   
  Complaint: 20093853
  
  Good afternoon - I reject the companys response. Instead of them owning their faults and apologizing, they prefer to blame the consumer. I read the documents and had several conversations with ********************* BEFORE I signed them. I have texts and emails to prove it. It is not my fault **** misquoted me - Safebound should honor the original price. 
  
  The cost was only one part of my initial letter. I am still waiting for them to address the poor customer service and the fact that their team members left moving materials at my home and did not reassemble the furniture I paid for them to reassemble. The job is NOT done. I need to be refunded for that portion of the service. You also have not addressed the damage to the door frame and walls. I am also waiting for an explanation as to why ******** felt comfortable enough to tell me and my husband she would hold our items hostage. And what about the pool table crate charge that was sprung on us and your movers mishandling our personal items? Their response fails to address my entire letter. For that reason, I am still not satisfied. 
  
  I have attached some photos... have more if needed. 

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

  

  Business Response

  Date: 06/06/2023

  I apologize you feel this way and reject our response. You are due no refund based on the contract we have with you for your move. Please let us know how we can rectify this without a monetary credit - as it is not due. Thank you for your time.

• Initial Complaint

  Date:05/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3-15-23, I called Safebound Moving Storage (address: **************************************************************************************** phone: ************ website: *************************************) for an estimate on moving costs from ** to **. After a video walk-thru with *************************, the representative for Safebound Moving Storage, I was given a written estimate of $3363.75. They required a $1170.00 deposit which I promptly paid. My move was scheduled 60 days later on 05-15-23. With plenty of notice and follow-up phone calls initiated by myself, I anticipated a work crew arriving between 5-13-23 to 5-15-23 to pack up and transport my belongings **** miles to my new residence. Thirty days into this arrangement, I began looking at the BBB website and took note of the numerous complaints filed against Safebound Moving Storage. After careful consideration, on 4-15-23, I called (a total of 3 times), and sent emails (a total of 3 times) confirming my decision to terminate my move with them. I received a one-sentence statement from ************************* who stated refunds were given only within 72 hours of payment. I gave Safebound Moving Storage a 30-day advance notice. I find their statement of only issuing refunds within 72 hours of payment highly unusual and suspect. After receiving my $1170.00, Safebound Moving Storage did not readily respond to phone calls, voice mails, and (rarely) emails.

  

  Business Response

  Date: 05/11/2023

  Please see attached which clearly states our cancellation policy. This is our policy and procedure which was agreed to prior to taking the deposit.

  Please advise an alternative way to mend this situation as the cancellation was NOT within the refund window.

• Initial Complaint

  Date:05/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  From the moment of the pickup, the price haggling began. We were given a quote for the move, deposit was made through Nationwide. During the day of the load, the movers showed up and said oh, this is going to be way more expensive than they quoted you. You dont have to use us, but you will forfeit your deposit.Of course, the deposit at that point was over $2,000 so it was essentially entrapment.Nationwide did not back up or support ** in this.We agreed to the absurd price and they moved the furniture. Well, they loaded the furniture onto the truck. And there it sat in ******* for over 2 weeks. So what was loaded up on 7/19/2022 did not reach ******** until August 6th, 19 days later!!When the movers showed up in ******** finally, things got worse.They refused to back the truck up into our driveway and charged ** a long hall fee because of that. It was not > 75 feet of carrying.They refused to use the garage to move in the stuff (even though our local moving company did the ENTIRE move this way).As a result of this, they charged ** for 2 flights of stairs (one of which was the step up at the door threshold!!!!)This was all after being assured over the phone before hand that none of these things would be an issue.** After this, they proceeded to scratch and ***** my newly sanded and stained hardwood floors- these floors cost >$10,000 to refinish **unprofessional.Items that were broken:- family dresser leg cracked - heirloom victorian chair broken in half - missing hardware from hutch and bed - lamp shade torn and punctured - broken ********* crystal **** glass Overall - we paid ~$7,500, including bait and switch tactic deposits and fees Several thousand dollars of damages - we were offered $36 by the company for damanges

  

  Business Response

  Date: 05/11/2023

  Thank you so much for being honest about your experience. When you initially booked, you booked through Nationwide Moving Services, you agreed to a "BASIC VALUATION RPOTECTION," which comes standard on any move. If you do wish to purchase "FULL VALUATION PROTECTION," that option is available to you! 
  As SAFEBOUND, we offer this option to every customer prior to booking so they are able to make an educated decision. I am unsure why this option was not given through the broker, and for that all I am able to do is apologize profusely.
  Attached, you will find this customers initial estimate from NATIONWIDE - as well as the bill of lading and all paperwork that was signed by the customer upon pick up - which includes the valuation section. 
  Please also note the complaint is written by someone who is nowhere on this legal document - and has been given the option numerous times to dispute his claim through our 3rd party claims adjuster.
  Please advise how we can move forward while staying within the policies and procedures we have in place for claims.
  *************************

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20045323
  
  I am rejecting this response because:
  Yes - my mother in law (***************************) was the one who initially set up the services for the move from her house to our house. I paid the majority of the balance, July 2022 on my personal credit card and was the person at the residence during the time of delivery. Our items were held hostage without paying the extra fees, and my mother-in-law's deposit was held hostage unless she agreed to the increased charges.

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

  

  Business Response

  Date: 05/18/2023

  Thanks for your response. All of these additional fee's are in the contract you signed with Nationwide. You gave your deposit to Nationwide - no monies were tendered to Safebound until the initial pick up. No one held any belongings hostage, as these fee's are given to you at booking as well as at pick up on our post contract service form - they are unable to be waived. I will once again provide the paperwork you signed regarding this information.

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 20045323
  
  I am rejecting this response because:
  The estimate that was provided on the front end was for the above listed amount, approximately $4100. When Safebound arrived for the pickup, they said that it was inaccurate and would be $7000 (a round number- seems fishy). The Safebound company gave my mother in law the option to refuse it and find another company, but that she would lose her > $2,000 deposit. How is that not a bait and switch / extortion?

  Similarly, when the Safebound truck arrived in ******** (> 2 weeks later!!), the movers refused to pull into the driveway and issued extra charges for stairs and "long haul." Had they pulled into the driveway as our other movers had done, both of these would be a non-issue. They would not release the contents of the truck until we had paid these fees. Again - bait and switch / extortion. And this was after all of the damage to our recently re-finished hardwood floors.

  The 3rd party company offered ** $36 in settlement. Laughable.
  

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

• Initial Complaint

  Date:01/30/2023

  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.

  While the original box was provided to the movers for my ******************************************** that the box is not needed because Im just moving down the block upon moving my tv the article sustained damage and the tv is cracked and dont display a picture

  

  Business Response

  Date: 01/31/2023

  Thank you so much for your feedback.

  While looking over your file - it shows a representative sent you the claims information back on October 3d 2022. I just checked and it shows that you have started your claim, you disputed it and it is now in review status.

  Also, based on the receipts you sent me it shows you still owe $1900.00 on your TV - based on that you should have insurance through best buy of you opted for it.

  Our claims process is how you receive compensation for any loss or damaged items. There is not any other form of compensation you will be offered.

  Please advise how we can move forward.

• Initial Complaint

  Date:01/16/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Safebound moving and storage for a move in August from ******* to *************. When my furniture arrived, my tv was destroyed, my couch was stained black scuffs that will not come out all over it, one of my nightstands had blue and black stain all over it and a k*** was missing for the drawer, my newborn daughters swing was cracked and broken and her dresser had a lot of damage to it as well. My marble coffee table had a 10 in crack and chips in it. I contacted Safebound and sent them my bill of lader which they had requested. I was contacted by the supervisor ************************* who had asked me for pictures and that they were doing an in-house claim. Pictures sent and I kept emailing for a status (I tried to call once but keep getting told shes unavailable and would call me back) never received a call back. I reached out to someone else there and they said I had to file a claim so I emailed ****** and she said no need because they are doing the in house claim instead. So every week id ask for an update and She would give me the still waiting for a number but now she isnt responding to me at all. 3 attempts and 2 months with absolutely no response. I paid almost ****k for this move and need to replace a lot of expensive furniture and need to be reimbursed for my damaged pieces. This has been 5 months and now not even getting a response. This Company is absolutely awful. I saved and have the entire email thread and pictures that were sent as well.

  

  Business Response

  Date: 01/18/2023

  Thank you kindly for your feedback, it is greatly appreciated! You have filed an in house claim - unfortunately this process can take up to 90 business days to complete as it is on a first come first serve basis. There are other clients ahead of you, also waiting for their claim to be closed. I have reached out to accounting and they stated we should have a resolution by Monday.

  I do apologize it has taken longer than you expected, but unfortunately claims is not a quick process - please accept our sincerest apologies and we should have an answer for you soon.

• Initial Complaint

  Date:01/13/2023

  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.

  I contacted Safebound Moving and Storage after Christmas to move some household items. I moved from *****, ******* to *******, ******** and left some essential household items. The representative said my neighbor could do the walk through with the movers. The video walk through was completed on the 26th or 27th of December. I was not contacted by the representative until Dec 30, to lock in our price. She listed 32 pieces of household items to be loaded onto their truck at 500 cubic square feet or ****lbs. The price she quoted was under $2,600. On 1/10, when to movers arrived at our ******* home, with my neighbor in tow, the mover said in order to take the items on the list, it would actually cost $7,500. He told us we could not get a refund and he was bringing up 500 cubic square feet of household items. When signing the contract, we were told the household items would be picked up on the 11th and delivered on the 12th. My husband just contacted them and was informed that our 500 cubic square feet is being loaded onto a semi to be transported to ********, if the semi can't pull into my driveway, my household items will be placed on a shuttle (which we will have to pay for) to be delivered to my home. They have also just informed us that anything more than 7 stairs we will be charged extra and if they have to take furniture move than 75 feet into the home it will cost extra. None of this is in the contract we electronically signed. I have given them 2 deposits totaling close to $1,700. Now my items will be held hostage because they did not research the area(s) they are delivering to. They were informed we live in the country, in the mountains. They have also said I agreed to have my items delivered on 1/21/23, which I never agreed to. I want a refund of my initial deposit. They gave us a low ball estimate to **** us in and then after they had possession our our things, they decide to tell us the additional charges.

  

  Business Response

  Date: 01/17/2023

  *****, thank you so much for your valued feedback. 

  Based on a conversation you had yesterday with our representative, it looks like this situation is resolved. Our crew went back out and picked up the remainder of your belongings at no charge. Also discussed was delivering your shipmen in a 26ft box truck to avoid a shuttle cost. We sincerely appreciate the opportunity to make things right and hope moving forward things will go smooth. Please advise if there is anything further we can do to rectify this situation.

  Customer Answer

  Date: 01/21/2023

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