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:12/29/2022

  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 was closing on the sale of my home 12/12/22 relocating to a different state moving scheduled for December 10, 2022 with arrival window between 1 PM to 4 PM. The buyers had scheduled their walk-through 12/11/22 so it was imperative that I move out on 12/10/22. I also want to mention that I requested to move the date up from 12/11/22 to 12/9/22, which they confirmed for an additional fee, with a window between 1 PM TO 3 PM. I received a call after 4 PM, stating that the previous customer move took longer than expected and needed to rescheduled for 12/10/22 (which was the original move date). Saturday, 12/10/22 by 4:01 PM I began calling the office with no response after several attempts, leaving messages , text and email. It was urgent at this point to meet my closing date and the borrowers had time to do their walk-through. At this point I had to make other arrangements. I finally received a call around 5:30 PM from the driver, who informed me that they were on their way, however, by this time I had already made other arrangements. THERE was NO COMMUNICATION, NO RESPONSE with all the technology phones, cell phones, texting, emails this is totally UNACCEPTABLE. Now, they will not approve a refund because I did not cancel within 72 hours. However, I did not cancel, they canceled by not showing up. All of this couldve been avoided had they picked up a phone.

  

  Business Response

  Date: 12/30/2022

  Thank you for your time. I have attached your contract for reference.

  You are not due a refund based on us not being there within a time window. Times & dates are not guaranteed.

  You are far out of your 72 hour cancellation window, considering my truck was **** hours away from your location (around 4pm which he called you, as did I ) - you stated you rented a truck // on that note, you also stated on the phone that you knew you "probably would not receive a refund, but you wanted to ask" and then spoke with a separate representative and you stated you "assumed you might be able to get a refund"

   

  Based on just this info alone, you are 100% not due a refund. We have expenses and unfortunately a 5 PM cancellation the day of your move when the crew is on their way to you, is a non refundable cancellation.

   

  Please advise how you'd like to proceed knowing a refund will not be given.

  Customer Answer

  Date: 01/04/2023

   
  Complaint: 18658527
  
  I am rejecting this response because: 

  I appreciate the business acknowledging my complaint, although I strongly disagree. I do understand things happen but had someone reached out to me at 2:00 PM, 3:00 PM, 4:00 PM and explained that they were delayed and still coming. All of this could have been avoided, there was absolutely no communication. As a reminder, the previous day, Friday, December 9, you reschedule the move to Saturday, December 10. I was given a window between 1:00 PM - 4:00 PM, there was No phone call, No text, No email advising me that there was a delay. I made several attempts to contact you with no response. At this point I didnt know what was happening, were you going to reschedule or cancel. I had to move out, I was out of time. My buyers were doing their walk-through on Sunday, December 11. The first time I heard from anyone was the driver around 5:30 PM (well after the 4:00 PM window.), I was very upset. The driver said he would have management contact me and also said you dont do refunds. The driver called back about 30 minutes later asking if I had spoken to management I told him I have not heard from anyone except for him. I finally received a call from management after 6 PM. again, no communication! (why couldnt somebody call me at 2:00 PM or 3:00 PM or 4:00 PM or even 5:00 PM?) The additional stress this caused and scrambling at the last minute, trying to figure out how I was going to move, when all of this could have been avoided, had somebody contacted me and explained what was going on. 
  

  You are correct in which I did say, I probably wont get a refund because at this point, I lost all faith and trust in this company!

  I hope in your future you will provide better communication to your customers. 

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

  

  Business Response

  Date: 01/18/2023

  Thank you kindly for your response. The communication from the ******* started earlier in the day when he called you and let you know he would be late. I apologize his estimation was not exact. Based on the phone call you had with him, as he was on his way and gave you the 45 minute heads up call he said he would you told him not to come because you rented a truck. This was at about 4:45 PM.

  We do not guarantee pick up information, and you cancelled while your crew was en route to your job. Please advise on how this situation is able to be rectified as there is no credit due.

• Initial Complaint

  Date:12/20/2022

  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 signed a contract with Safebound Moving and Storage on or about September 8, 2022. I contracted with them to move my stuff from my house in ************* on September 29, ****************************** their storage unit until November 25, 2022. Then on November 25, 2022 Safebound was supposed to move my stuff to my apartment in ***************. I confirmed this date with them in writing and on the phone at least five times. I explained in writing and verbally that my apartment is located in a large building and you can only move during the time that the elevator is reserved. I reserved the elevator for November 25, 2022 from 10:00am to 1:00pm. I confirmed with the moving company several times in writing and verbally this date and time. I explained to the moving company that the elevator was booked during that time and I could only move during that time. I received a call from the movers at 8:00am on November 25, ***** saying that they were at my building ready to move me. I told the mover that he had the wrong time as I previously confirmed both in writing and verbally that my moving time was from 10:00am until 1:00pm and I was not permitted to move before the office in my building opened. I received a call an hour later from Gabby from Safebound Moving who advised me that her supervisor said that they could not move me to my apartment on November 25, 2022. I asked ***** when the movers would move me and she said that she did not know and that they could not accommodate my date and time. This was the same date and time I previously confirmed at least five times with them since September. I asked to speak to a supervisor. A supervisor named ******* called me about an hour later and gave me a nasty attitude and was not apologetic. I had get a hotel because I was not able to move into my home without my things. They did not offer to pay for my hotel or give me a credit for my hotel. They only gave me a $33.00 discount which is not enough to pay for a hotel.

  

  Business Response

  Date: 12/20/2022

  Thank you for your feedback it is appreciated. We apologized profusely due the to error on our end that we arrived early. However, we promptly resolved the situation by immediately scheduling you the following morning. Unfortunately based on our policies, our dates are not guaranteed. So while we understand it was an inconvenience, we will not be able to issue you a refund/credit for staying in a hotel - there are multiple discounts on your file - $117.00, plus only being charged $50 per vault for your warehousing fee - this fee is normally $100 per vault you received 50% off there. Again, our apologies are sincere and hope you can understand an honest mistake that my drivers showed up early.

  Please advise a beneficial resolution that does not include a refund - unfortunately that is not due. 

  ******

• Initial Complaint

  Date:12/16/2022

  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.

  Safebound moving.To Whom it May ******* I have submitted a request twice to SAFEBOUND regarding( via email) this missing painting. I have filed complaints with the *******************************, the Better Business Bureau, State Attorney General and my personal attorney until the painting is located or I am reimbursed.The service is abominable from Safebound SAFEBOUND HIRED MOVERS IN ************* TO MOVE MY ******** FURNITURE TO *******. THIS WAS NOT IN THEIR CONTRACT NOR WAS I INFORMED. THEY HAVE LOST A $6000 original painting and damaged an antique. Safebound doesnt respond to emails to resolve this. They blame me for everything This is what I have submitted to **************************** FEDERAL MOTOR SAFETY CARRIERS. THIS IS FRAUD **** moving fraud!Dispatcher would not call back for several days regarding an ETA.THIS occurred October And November They finally called on November and gave me a TWO HOUR NOTICE NOT TWENTY FOUR NOTICE ETA was supposed to be 2: 00 - 4:00 Driver showed up at 7:30 pm Demanding CASH PAYMENT THIS is illegal.I woukd have been forced to go to three different ATMs THEN *************************** made me pay HIM NOT THE MOVING COMPANY via ZELLE.The Driver ******* refused to come inside to help with the furniture delivery.I UNPACKED ALL THE FURNITURE MY SELF *** did not even have unpacking tools ******* refused to help because I was rude to him,I threw him out of my place because he was forcing me to pay cash and to sign a contract that I NEVER SAW I DID NOT REVIEW THIS SIGNED CONTRACT BECAUSE I EAS FORCED TO SIGN IT WITHOUT READING IT.I HAVE BRUISES, BROKEN FINGERNAILS AND OVERALL STRESS FROM **** NIGHTMARE MOVING COMPANY.I PAID FOR PREMIUM SERVICE I RECEIVED SUB STANDARD SERVICE.THE Sheraton piece was damaged.*** told me that I could use wood glue and repair it myself.A full length mirror was delivered Not mine I feel this was a BAIT AND SWITCH TACTIC as soon as ******** took over

  

  Business Response

  Date: 12/20/2022

  Thank you kindly for your feedback.

  Based on our contract, which I have attached you will see we have it in written form that we may sometimes use on of our fully vetted, contracted agents. I will also include it in my response. This is within the estimate you signed prior to putting down a deposit, as a consumer it is your responsibility to read terms and conditions when you are paying for a service.

  AGENTS and CONSOLIDATION: Safebound Logistics, LLC may use agents/independent sub-contractors on all orders. Additionally, unless customer purchased an exclusive use of the vehicle option, there is no guarantee that the property will not be temporarily stored or offloaded and reloaded onto a different vehicle then performed pickup and consolidated with other shipments during the transportation. Additionally, it is common practice for a motor carrier to utilize rental vehicles during the busy moving season to supplement their own trucks which may not be available

   

  As far as your complaint of the delivery driver not unpacking, you never requested or paid for an unpacking service. That is not included, and I will include that excerpt from your contract now:

  PACKING YOUR GOODS: All Customers are responsible to pack all boxes and fragile items (glass, mirror, marble, and electronics) unless noted differently on this Estimate for services. For health and sanitary reasons all mattress, box springs, and futon pads must be properly protected in Mattress box or plastic cover. Personal effects in plastic bags are not allowed in the truck. Packing supplies are not included in the transportation cost and will be charged if required. Elaborate furniture items that need to be disassembled and/or reassembled may require a 3rd party professional servicing or additional labor and should be disclosed to your estimator in advance of the move to be included on the estimate. Disconnecting and reconnecting of appliances is not included in the estimate. Reassembly of any item is not guaranteed and is subject to the availability of tools and/or parts being available at delivery. Packing, materials, and unpacking services, are available at an additional charge and are only included in this estimate if the service is listed on the services section of the estimate.

  Please advise on how we can move forward positively 

  -Mellie

• Initial Complaint

  Date:11/18/2022

  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 got a video quote and went through everything in my house. When our moving day came they showed up 4 hours late and told us it would be 3 times more. We almost sent them away, but we couldn't find another truck last minute or any manpower. So we decided to use them anyway, BIG MISTAKE!They loaded our truck but didn't fit everthing in! We had to put over $6000 of stuff on the curb! When they dropped off our stuff we had another $500 of random charges and they wouldn't give us our stuff unless we paid. Then, after unpacking, we discovered they lost an important piece of our $5000 entertainment center.We have called their customers service team over 50 times and spent over 20 hours on the phone with them. Not one dollar in compensation for anything that happened!!!

  

  Business Response

  Date: 11/18/2022

  *****, you have given the request of a refund of $5000 to my office numerous times, and every time you have been told no. It was of your own volition to take furniture and put it on the curb. No one at my company forced you to do this. To state that is not only unfair but you are lying. We have sent you the claims information numerous times. You are not even a contact person on the contract. Please advise when you have a legitimate and realistic goal. $5000 is not legitimate nor realistic. 

• Initial Complaint

  Date:10/25/2022

  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 hired Safebound Moving to move my things from *****, ** to ******************, **. They arrived on time seemed very nice and appeared to pack my thing professionally. They were not suppose to transfer trucks but had to hold overnight at the warehouse. The next day when it was delivered my things things were smashed! I had very valuable rare paintings that I saw them wrap them properly. But when they arrived they were torn. They broke a Civil War Rocking Chair. Broke a wooden huge Standing lamp which is 5 in circumference and it is bent!! Scrapped, bent.. How can you bend a wooden piece?? Broke Granite table in half!! Another little table smashed completely smashed on and on!I have not been able to get in touch with them since the move in September. I have called everyday. Nothing! I paid $7000 for the move and $7300 for insurance with the company. I have not heard anything from them and dont know how to get in touch with them. Its sickening! If you have any suggestion how to get in touch with them I would appreciate it. An attorney is next.

  

  Business Response

  Date: 10/26/2022

  There has been no attempted contact by this customer  since September *********, letting us know about 3 blue pillows she wasn't able to find. We advised this customer to please finish unpacking, and if she still can not find the pillows, to call us back so we could have her file a claim. No mention of any damages have ever crossed our desks here. She has not made contact since the date of her delivery. Her shipment was not transferred to a separate truck, if it was we would have charged a labor fee. She utilized overnight storage at no cost, normally a $400 value as she is taking a truck off the road. Please advise how we can further assist.

• Initial Complaint

  Date:10/23/2022

  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.

  See Attachment

  

  Business Response

  Date: 10/26/2022

  Thank you for letting us know on top of your claim, you would also like a refund. Please let us know what kind of refund you are requesting and why.

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18302604
  
  I am rejecting this response because:

  The business asked me what type of refund I am expecting. My answer is: I am expecting a full refund. I do not think I will ever get this refund or see the items I am still missing. I stand to lose thousands of dollars due to Safebound's fraudulent marketing tactics and false advertising. Please pass this message onto to them. If I ever get a refund from them I will fell satisfied then.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/27/2022

  Thank you kindly for your response. We will not be issuing a refund as the services of your move have been performed. From booking, to pick up, to delivery. All parts of the move have been completed. I am terribly sorry about your missing or damaged items. We strive to make sure these incidents do not happen, however nobody is perfect (though we strive to be). We have policies and procedures in place for missing or damaged items. A full refund for moving you over ***** miles is not a reasonable resolution. Our claims process is a reasonable and very responsive. Please have realistic expectations based on the valuation protection that you selected.

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 18302604
  
  I am rejecting this response because my move is not complete. Half of my items have not been delivered as of 10/28. Additionally your company mislead us a customers the entire way. Yes, your company is far from perfect. I am not even sure how you are in business. You were paid to do a job, you have not done that job - hence the reason I am asking for a full refund. If door dash delivers half your food would you consider that a complete service?
  
  
  *************************

• Initial Complaint

  Date:10/22/2022

  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 contracted SafeBound moving to move and store all my home for some months in a warehouse with AC; yesterday 10/20/2022 I received my stuff, but all my white leather furniture (sofa sectional, futon, 6 dining chairs) and some paints got MOLD plus they broke two wood furniture

  

  Business Response

  Date: 10/26/2022

  Thank you kindly for bringing this to our attention. I see based on our records you have spoken with our representatives multiple times. We have sent you the claims information one week ago (10/20/2022) to the email on file. Our policies and procedures for damaged items include you going through a third party company to file a claim for damaged and or missing items. Please advise on how we can further assist.

• Initial Complaint

  Date:10/17/2022

  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 hired the company to move my belongings from ******* to ***. I have been given several delivery dates and on the day of, the movers do not call or show up. I was first told my belongings would arrive within the first two weeks of September and we are now approaching 7 weeks since pick up of my belongings. When I call customer service I am told theyre unable to reach the driver. I have spoken three times with a man named ***** who assured me he will contact me after he is able to reach the driver and never calls me back. I have given a cell number for a logistics person (*****) who I reach out to with updates after the first missed delivery and he simply tells me he doesnt know what is happening or that it is strange that my belongings ***** delivered. I have missed days of work because I have been expecting deliveries. I am unable to move into my apartment because I have no furniture. I am unable to travel because my passport was inadvertently been packed in one of the boxes. The most frustrating part is the lack of transparency with which the company operates. I have been lied to repeatedly and I feel taken advantage of. I do not know if my belongings have been lost or stolen. I would like to have my belongings delivered and a refund. I need help getting an honest response from this company.

  

  Business Response

  Date: 10/26/2022

  Your complaint has been received. Let me look into this matter and we will get back to you within 1 business day. We appreciate your honesty and your patience.

• Initial Complaint

  Date:10/16/2022

  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.

  June 16,2022 We contracted with ****************** for our move from ********** ******* to ******** ************. We were provided an estimate of $2994.74 at an estimate of 418 cubic feet @$4.50/cf as per ******. We called back to change arrival date to September 1st and to add 25 more boxes to load. This raised our estimate costs to $6000 using 608 cf at $7 per cf. This estimate is now double the price but we did not double our load. Our deposit originally was $1098 and they charged us an additional $700 because we added the boxes. We were informed that we were to pay half remaining amount at pickup and rest at delivery.On August 22 my roommate *************************** called Concorde to confirm amount required at pick so we would have cash. She was told plan on $2200. ***** from Southbound arrived at 4:30pm and stated we owed $3000 before they would even pack. I had to go to the bank to get the additional $800. We were informed by ****** that the pickup driver would review our load and make adjustments accordingly. We had made every effort to give away more before Safebound arrived. ***** their representative did a walk through and said it would be 850 cf. He came with two guys who loaded a small truck about and was 3/4 full and approximately half floor to ceiling of truck. I have pictures. We paid ***** $3000.We finally received our load September 27th from another contracted driver from Jordan ***** moving and storage. He stated that the load was 550cf. We were still expected to pay $3000.I have contacted ******************* with Safebound multiple times. She says there is no ***** working there. Based on our calculations we were overcharged 300cf x $7= $2100.Concorde accepts no responsibility. Job number Z5538129 Safebound refund and experience X3987157

  

  Business Response

  Date: 10/26/2022

  ****, earlier today you and I had the pleasure of speaking. I let you know we would find a resolution for the situation you say you endured. I have received your email and responded to it letting you know this is something that *** take a few days to solve, but it will be solved. Please check your email.

  Customer Answer

  Date: 10/31/2022

   
  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.

  I will reconnect Safebound moving and storage on November 4th to determine if they will resolve our issue.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/12/2022

  Type:Order 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 contracted this business thru a moving broker. My items valued in excess of $10000 were picked up on 09-14-2022. The order number is X3988391. I have made a few calls and e-mails to the business to determine when the shipment will be arriving at its destination with no response. I am considering a felony theft complaint with local law enforcement as well as a civil suit as I have no idea where my items are.

  

  Business Response

  Date: 10/26/2022

  Thank you ******. I am sorry that when you booked with your broker, they did not make you aware of the delivery time frames. Based on your mileage, we anticipate a delivery like this to take **** business days from your first available delivery date. That beings said, we have 30 business days from your first available delivery date to complete a successful delivery, Back on 10/12 we emailed you stating once we had a delivery driver assigned we would reach out immediately to let you know. On 10/24 we reached out and left you a voicemail letting your know your shipment was on it's way. We have not heard from you since. It seems our communication has been on par with all of the requests and calls that you have made, all while meeting our contractual agreement. Please advise how we can rectify your claims of fraud, being that your shipment is on its way to you. Thank you ******, we hope to hear from you soon,

  Customer Answer

  Date: 10/27/2022

   
  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,
  
  *********************