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:07/31/2022

  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.

  On June 28 the company came to finish packing our belongings at *************, *******, to move to **************, for an initial deposit of $4,340. Five persons were sent for the packing and loading of the truck.The moving would take around 7 days.We later agreed to pay and additional amount for extra boxes and to have our moving in ** done the next day on June 29. The total amount now was $10,573.24 ($6,233.24 more)The truck arrived at ** in late afternoon, June 29, with only two (2) persons, for unloading and moving into the house. By 10 pm these 2 people were completely exhausted at which time they called the company to ask to let them finish next day. They had to unload over 200 boxes and furniture. The company manager refused and insisted they must finish that night. The job was never completed. The company employees left around midnight. Most of the boxes that were supposed to go to each room of the house were left in the dining room and garage. My husband and myself had to help them carry boxes, and also lend them tools to assemble the beds, etc.Due to the lack of personnel to do this job, floors were damaged, walls were scratched, and a hole was made in the stairwell wall. Our TV screen was scratched, among other damages. We were left to finish the job during the following days by carrying boxes and furniture to the rooms they were supposed to have been placed in a two-story house.Both of us are 66 years old. Having to do the movers job has caused us back, arm and leg pains - especially back pain and exhaustion.

  

  Business Response

  Date: 10/05/2022

  Tell us why herDear BBB, please accept this formal acknowledgement notice of the above referenced BBB case number submitted by the consumer. Please note, that we are more than willing to thoroughly investigate the consumers said complaints in an attempt to better understand, validate and fairly resolve all of their issues against our company.
   Customer satisfaction is critically important to us and we want to ensure that every customer knows their business is valued and truly appreciated. When it comes to these matters,we put ourselves completely at the customer's disposal. Rest assured that if and upon a full and thorough investigation through https://csipros.org/(Claims ****************** we can validate that the customer's claims/complaints against the company are in fact true and accurate, the company guarantees to compensate the customer in accordance to their coverage and will ensure a fair resolution to their issues. It is important for the BBB to know that, as part of our commitment to ***************** and Customer Satisfaction all consumers are given the opportunity and necessary resources to deal directly with our company in hopes of reaching a fair resolution. In addition to that, all consumers receive informative documentation prior to their service date,advising them that in the unlikely event a consumer may realize that some of their goods are damaged or missing, or if they feel that they have been over-charged or charged for services that they didn't received prior, during or after services were completed, they are provided with the opportunity to have their issues and concerns formally addressed, investigated and resolved in accordance with their coverage and contractual liabilities.
   To better understand and validate all of the consumer claims/complaints we respectfully request that the consumer submit copies of the contracts they have received from the company,they allegedly have had transactions with to determine and validate the company they are attempting to file their complaint against. Thus, will confirm interaction between both parties and ensure a fair investigation for both the customer as well as the company.
   We respectfully request that the consumer provide the following supportive Documents (FRONT AND BACK);Bill of Lading (contract) Order for Service Household Goods Descriptive Inventory (both pickup and final delivery copies) Proof of any financial transaction made with the Service Provider (receipt, bank statement, etc.) We urge the customer to submit additional information as soon as possible so that we may address their issues. Be sure to highlight any notations made at the time of service implementing said concerns. We strongly believe that with mutual consideration and understanding, we can easily reach a fair resolution and keep the relationship between all parties in good-standing. Very ********************** Departmente...

  Customer Answer

  Date: 10/20/2022

   
  From: ********************************* <*********************>
  Date: Sun, Oct 16, 2022 at 2:20 PM
  Subject: Fwd: You have a New Message from BBB Serving Southeast ******* & ************* Complaint #********
  To: <***************************************>
  
  
  

  
  

  
  

  Good afternoon,

  Complaint ********

  
  

  Regarding customer satisfaction and we put ourselves completely at the customers disposal I must respond that both statements do dot represent the company at all. I must recall the telephone conversation we (my husband and I) had with the companys supervisor or manager the evening of June 30 in which we informed her that the move-in could not be completed due to the lack of sufficient personnel and the very late hour. The response was simply: it must be done tonight. No alternatives, no solutions, NO customer satisfaction. No solution or reply was ever provided by the company, or we put ourselves completely at the customers disposal was ever offered. We were left with piles of boxes at around midnight, after having to help the exhausted 2 movers until neither we or they could not continue. Both my husband and I were 66 years old, and were left with aching bodies. We are still waiting for the fair resolution or any contact whatsoever.

  In addition, there was damage to some belongings and damage to the interior of the house.

  It is our understanding that all the requested documents have been submitted to the Better Business Bureau and, obviously, the company has copies of these documents. Their request can only be taken as a delaying tactic and/or an attempt to exhaust our efforts for a fair resolution.

  The company, Safebound Logistics LLC, is well aware of our dissatisfaction and complaints. If they had any intention of reaching a resolution they would have contacted us, the customers. 

  
  

  Kindest regards,

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

  

  Business Response

  Date: 10/26/2022

  *******************, based on the information you have already received the "refund" you are requesting. You disputed your pick up payment, fraudulently. Your pick up service was performed on 6/28/2022. You disputed this payment of $4000.00 USD under the false pretenses. You paid via quick books invoice. You signed on the contract that you made that payment, and then disputed the payment as an unauthorized transaction. You utilized $4000.00 worth of service and intentionally lied to a banking institution. The document you uploaded is called your interstate bill of lading. That is a legal document that  records every transaction you make. You signed it on the date of pick up which was 6/28/2022 stating you signed and agree and paid $4000.00. Please advise us how we can fix this further as you have practically stolen services you signed a contract for. Thank you for your time and I await your response.

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 17648698
  
  I am rejecting this response because I never received a refund and the charge that I initially disputed with my credit card (because the moving company did not fulfill the contract) was eventually paid by the credit card company to the moving company in September. See attached statement. In other words, I paid the full contract amount to Safebound Moving & Storage and did not receive the services that I bargained for, which was to have the boxes moved into my house with next day delivery. Instead, my husband and I had to finish the move ourselves, because the movers were too exhausted to finish. If anyone committed fraud here is Safebound Moving & Storage, which never delivered in what was promised, and is now accusing me of bank fraud, when I do not owe them anything.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 11/04/2022

  From: ************************* <***************************************************************************;
  Date: Thu, Nov 3, 2022 at 4:44 PM
  Subject: ********************************* Response case ID #********
  To: *************************************** <***************************************>
  
  
  

  Dear Miss M,
  Based on the *********** bill you sent, it shows the $4160.00 was taken off your card and then placed right back on your card within the next billing cycle, so thank you for providing us with that evidence. I have also included a screenshot from today that shows you disputed the deposit. Based on the photos you provided of your boxes, it shows all of them inside. At no point did you elect to pay for an unpacking service. You also refused to pay for stairs at your delivery which is why your boxes were left on the first floor. I have provided a copy of the binding agreement you signed, stating if there are stairs, that is an additional fee. The first flight (7 steps) is free. Any additional flights are additional $75.00. You did not disclose at any point during your booking that you had stairs at your delivery location. Lastly, if you look at the estimate that I have attached you will see a balance of $4000.00, which is the amount you still owe.

   

   

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

  Customer Service Manager

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

  www.Safebound.com

  1727 *****************

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

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 17648698
  
  I am rejecting this response because:

   I never requested unpacking services, but I was not informed that when delivering the boxes they were going to be placed anywhere in the house. I have had other moving services and the boxes where just delivered to the correspondent room. (this is supposed to be a customary service)

  When I got the quote, I was just asked if the house entrance had stairs and I declared that it had 5 steps. 

  As you can see on then next *********** statement closing on October 28, I paid $5145.00 that included the charge of Safebound Logistics. I called *********** and they confirmed me that your company was already paid and that your financial institution must have it.
  

  I feel that for what I paid for your services ($10573.24), the service  was unsatisfactory.

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

• Initial Complaint

  Date:07/29/2022

  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.

  We hired this company to take all of our belongings as we were moving. They arrived on 5/25 took all of our things and stored the. For until they delivered to our new house on 7/14. Once we started going through boxes we found broken items, fragile items that had absolutely no packing material to protect them which was paid foe as a part of the price, missing items such as TV stands and hardware to a dining room table. I spoke to the mover who packed these items and brought them and he said to look in the boxes or call the company for them to pay for them. As of yesterday I found thar my bicycle valued at $350 is not broken somehow from them. We have had to throw lamps away as they were not protected with packing material, I've had to purchase 2 new sets of TV stands, and the company will not return my calls or emails other then to yesterday when I said I would file a BBB complaint sent me a link to some 3rd party company to file some kind of claim. At this point between my bicycle items we had to throw away and things we have had to buy to replace things they completely lost, we are over $500 out of pocket. This company has made no attempt to rectify this with me. I am looking for repayment on everything that they broke or lost. Attached is the invoice for the move from storage to our new house.

  

  Business Response

  Date: 10/05/2022

  Tell us wDear BBB, please accept this formal acknowledgement notice of the above referenced BBB case number submitted by the consumer. Please note, that we are more than willing to thoroughly investigate the consumers said complaints in an attempt to better understand, validate and fairly resolve all of their issues against our company.
   Customer satisfaction is critically important to us and we want to ensure that every customer knows their business is valued and truly appreciated. When it comes to these matters,we put ourselves completely at the customer's disposal. Rest assured that if and upon a full and thorough investigation through https://csipros.org/(Claims ****************** we can validate that the customer's claims/complaints against the company are in fact true and accurate, the company guarantees to compensate the customer in accordance to their coverage and will ensure a fair resolution to their issues. It is important for the BBB to know that, as part of our commitment to ***************** and Customer Satisfaction all consumers are given the opportunity and necessary resources to deal directly with our company in hopes of reaching a fair resolution. In addition to that, all consumers receive informative documentation prior to their service date,advising them that in the unlikely event a consumer may realize that some of their goods are damaged or missing, or if they feel that they have been over-charged or charged for services that they didn't received prior, during or after services were completed, they are provided with the opportunity to have their issues and concerns formally addressed, investigated and resolved in accordance with their coverage and contractual liabilities.
   To better understand and validate all of the consumer claims/complaints we respectfully request that the consumer submit copies of the contracts they have received from the company,they allegedly have had transactions with to determine and validate the company they are attempting to file their complaint against. Thus, will confirm interaction between both parties and ensure a fair investigation for both the customer as well as the company.
   We respectfully request that the consumer provide the following supportive Documents (FRONT AND BACK);Bill of Lading (contract) Order for Service Household Goods Descriptive Inventory (both pickup and final delivery copies) Proof of any financial transaction made with the Service Provider (receipt, bank statement, etc.) We urge the customer to submit additional information as soon as possible so that we may address their issues. Be sure to highlight any notations made at the time of service implementing said concerns. We strongly believe that with mutual consideration and understanding, we can easily reach a fair resolution and keep the relationship between all parties in good-standing. Very ********************** Departmenthy here...

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 17641044
  
  I am rejecting this response because: I provided all documents you are asking for 3 months ago when I was told to contact CSI. I did what was asked andbas of this time i have not received anything from your company of them other than to tell me the process could take an additional 120 days. I made this complaint due to your companies lack of responsibility for your employees who did not take any care of our property and damaged several items that had to be thrown away.  

  At this point I am not going to search for documents that your company has as you provided copies to me. You can contact CSI or your own records department.

  I am still extremely unsatisfied with your company and how our property was handled and mostly that a 4 hr job to puck up our things turned into an almost 8 hr ordeal because you sent kids to our house instead of actual professionals.   

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

  

  Business Response

  Date: 10/06/2022

  Dear Valued Customer, it is our intention that you can make the best of the dispute process should you choose to file one. The Dispute process is a ONE-TIME OPPORTUNITY to re-file missing information to better support your claim.
  If you are not satisfied with the settlement offer made by your carrier, you must submit your ONLINE DISPUTE LETTER REQUEST along with any supporting documents to re-evaluate your case with hope for a better resolution.
  REMEMBER: Your claim has already been reviewed once and a settlement letter was issued based on the information you provided. Please read your settlement letter carefully as it will allow you to better understand the reasons for the determination and if any information was missing.
  NOTE: All disputes are being reviewed by Moving Claims senior controllers. No third review of a claim is allowed. KINDLY ACCEPT OUR APOLOGIES FOR ANY INCONVENIENCE AND WE WISH YOU THE BEST IN YOUR NEW LOCATION!