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:11/01/2024

  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.

  This company moved me on Sep 20 2024. I trusted them with my things..once they finished the moved to my new residence it took me a little while to unpack. The first think I noticed was the damage to my mirror and glass table. The mover and I spoke about damage that was already on the table. It was in one corner and one of the mirrors at the bottom was broken. I said, I knew about that. He assured me that they would shrink wrap the table and then wrap it in a blanket, not shrink wrap it only put the blanket on it so it was once they left a few days later I looked at the table and there were too much chips on it, I sent a picture to the company and explain to them about the. At this time, I was unpacking all the boxes a lot were in my closet, so I started taking those out and one of the boxes has all of my designer purses in it once I started taking it out. I noticed immediately that my most expensive purse was missing I started pulling out my sister and my niece came over, the purse is not here. I spoke to **** explain to her that she asked me for a bill I sent to her. I also told her that I have the empty box of stairs. The wallet is in the box. The purse is not there. it is a Chanel purse, which I paid $6500 for Todays market I cannot get that purse for that amount of money because it was a limited edition purse for ******. I bought it investment because I knew it would go up in value of my other designer purses were missing except for that one they are refusing to fix my table or come to any kind of agreement on that and no kind of conversation at all for the purse. All they are willing to give me is the $457 overage that I Paid For the move. I steal that they are trying to sweep all of this under the rug. They do not want to take responsibility for anything. They tell me that the movers dont recall packing such a purse, which I know for sure that they did they know who took the purse, but they will not admit to anyone taking it. Absolutely unacceptable.

  

  Business Response

  Date: 11/07/2024

  Hello team, 

  Thank you for your attention to this matter.

  Regarding the overcharged amount:

  We have contacted our finance department to confirm that a **** first call check has already been sent to the customer in the full amount of the overcharge, to the address of the customer's choosing. Please find proof of payment in the attachments above. 

  Regarding the missing purse:

  We are sorry to hear that this item has gone missing during the relocation process. Our agents already reached out to the customer to confirm that our movers have no recollection of the item and that, unfortunately, due to policies as written by *** and *****, we are not able to cover for any damage or loss of High Value Inventory items, meaning items that have a value of over $100.00 per pound, unless such items have been reported to us in writing prior to the relocation process. We have encouraged the customer to seek legal aid if they believe this item was wrongfully taken and we will assist the customer or relevant legal body with any action necessary to settle this matter.

  Regarding the damages to the table:

  Our movers have confirmed at the start of the move that there were significant damages to the mirrored surface of the table prior to the item being moved. Unfortunately, with the photos provided as par of the claim, we were unable to identify that any further damage happened as result of the item being transported. However, as a gesture of goodwill and in the interest of settling this claim to the customer's satisfaction, we are able to offer a refund of $100.00 to be sent to the customer's shipping address. Please note that this is beyond the legal liability of compensating this item per the valuation option selected ($0.60 per pound of damaged item) as signed by the customer on the day of the move. This gesture is offered as proof of our commitment to customer service.

  Please let us know if there is anything further we are able to do to assist the customer.

  Thank you for your time.

  Warm regards, 

   

  Customer Answer

  Date: 11/09/2024

  I have not received this check for the overpayment as of yet. I was told it was mailed  I'm still waiting. Secondly this co has not tried to come to a resolution for my purse and table. As I stated before I was aware of one chip on the corner of the table and one of the mirrors that was cracked. There are now 2 additional chips on 2 different corners of the table. My purse was bought as an investment and now that has been taken away by the thievery of their movers. Should me kind of resolution  has to be made. Giving me my overpayment is not going to solve the other issues at hand . 

  

  Business Response

  Date: 11/12/2024

  Hello team, 
  
  Thank you for taking the time to go over this case.
  
  Regarding the **** first-class check that was sent for the overcharge amount, according to **** policy, it may arrive up to 11/15/2024. If it does not arrive by then, we kindly ask the customer to let us know so we may cancel the current check and send another to their preferred mailing address.
  
  Regarding the purse, we once more emphasize that we are not able to provide assistance regarding high-value inventory items that have been transported without our knowledge. As per our Terms and Conditions and as per DOT regulations, if the customer wishes that we transport such an item, they must inform us in writing prior to the relocation. As this was not done, we have no way of verifying that this item was placed on our trucks. We, again, emphasize that if the customer believes this item was unlawfully taken they must submit a report to their relevant local authorities. Should the customer decide to contact their relevant legal body, we will provide all the information necessary and guarantee our cooperation in this matter. Please see attached a copy of our full Terms and Conditions. The relevant information regarding such items is on Page 12.
  
  Regarding the damage to the table, we understand that it may be difficult to determine the extent of the damage prior to the arrival of the moving crew. In an effort to go above and beyond, we will extend our gesture of goodwill offer as previously determined at $100.00 and offer an additional $50.00 for the inconvenience. Please note that with the understating that this item is estimated to be between 40 and 60 lbs, this compensation is now over four times higher than the legal liability as dictated by the valuation option signed by the customer. As the customer has signed a valuation for coverage of $0.60 per pound, the standard compensation for such damage would be between $24 and $36. Please see the valuation page attached.
  
  We hope this serves to demonstrate our willingness to assist the customer in all aspects of the move and address their concerns in full.
  
  If the customer wishes to discuss this further, we encourage them to contact us at ********************************* or contact our **************** Agents at **************.

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22501298
  
  I am rejecting this response because:
  A video of all items was taken before the move date. They should have a copy of that video.
  Sincerely,
  
  ******** *********

  

  Business Response

  Date: 11/25/2024

  Dear Ms. *********************** you for your continued communication regarding your recent move with Zip Moving and Storage. We understand the importance of addressing your concerns thoroughly, and we would like to take this opportunity to clarify our efforts and resolutions thus far.
  
  Regarding the Overpayment
  
  Our finance department has confirmed that a **** first-class check was sent to the address you provided. As the expected delivery date has now passed, we kindly ask you to email your personal moving coordinator confirming that the check has not arrived. Once confirmed, we will immediately issue a replacement check and cancel the original.
  
  Regarding the Missing Purse
  
  We understand the emotional and financial significance of the missing purse. However, as outlined in our Terms and Conditions (attached for your reference), items classified as "high-value inventory" (exceeding $100 per pound) must be reported to us in writing prior to the relocation for the company to be liable for any damages or loss that occurs.
  Unfortunately, we received no prior notice about this item, and our movers have no recollection of packing or handling it. As such, we are unable to verify its presence on our trucks. We encourage you to report the matter to your local authorities if you believe it was unlawfully taken, and we will cooperate fully with any investigation or legal proceedings.
  
  Regarding the Table
  
  Our movers noted pre-existing damage to your table at the time of the move, which has been corroborated in their documentation. The photos provided do not conclusively demonstrate additional damage caused during the move.
  
  Despite this, we recognize the inconvenience this has caused and have extended a gesture of goodwill to offer you $150.00 in compensation. This offer significantly exceeds the compensation dictated by the valuation coverage you selected$0.60 per pound per itemwhich would otherwise result in a payout between $24 and $36 based on the table's estimated weight (4060 lbs).
  
  Our Commitment to Resolution
  
  Our goal has always been to provide a satisfactory resolution. We believe the above actions and goodwill offer demonstrate our commitment to addressing your concerns and going beyond our legal obligations. Should you wish to accept the goodwill offer or require further assistance, please feel free to contact us at ********************************* or call us directly at **************.
  
  Thank you for your understanding and patience as we work to resolve this matter.
  Warm regards,
  Skylar ************************* Supervisor

• Initial Complaint

  Date:09/17/2024

  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.

  Order # ******* We were told the delivery date would be on Monday, August 4th. The first delivery, the movers showed up with a truck, we were told that they would likely need to come back the following day as well (Monday, August 5th) for the rest of our stuff. They also attempted to have us pay in full, which we declined after the process we went through and agreed to pay in full on the next day when they came with the rest of the stuff. On Monday, they would not unpack the truck until we paid in full. When the truck was completely empty, we realized a LARGE PORTION (about ? of our belongings) was not on the truck and the location of these items was unknown. Then they tried to say it was only a few missed items. It was up to us to list the large variety of things not accounted for, and we could not get into our Bill ** Lading or Inventory Lists via the company-provided emails, as the links no longer worked. We had to spend even more time going between both companies to finally have the company state that they left an entire vault of our things behind in a completely different state over 8 hours away. They were unable to immediately give us a date of delivery. When they did, they stated it would be delivered Wednesday Aug 14. On Aug 13, with less than 24 hours notice, they called again to state that the delivery would be pushed until Saturday Aug 17. In their email regarding filing for damages, it states that we need to show evidence of the bill of lading/itinerary however whenever we try to access these via the email links they provided, we find the pages no longer exist and just say that our order has already been confirmed or the dates have passed. Additionally, several of the items, such as my dumbbells, I recall not specifically being in the itinerary but are instead listed as small gym equipment which Im sure they will argue meant something else and that the dumbbells arent on the list and therefore not covered

  

  Business Response

  Date: 09/25/2024

  Hello team, 

  Thank you for your time and consideration of this matter.

  We apologize for the delay. Our agents were working with the customer directly to settle this complaint and offer direct compensation.

  Kindly find attached the emails showing the initial offer, the compensation sheet showing how this amount was calculated and the higher offer sent to the customer.

  Please let us know if you have any questions regarding this or if there is anything we can do to assist.

  Have a great rest of the day!

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22296393
  
  I am writing to formally reject the offer for resolution from Zip Moving and Storage. Despite their recent offer of $639.24 as compensation, I believe this amount is grossly inadequate to cover the damages and losses incurred during my recent move.
  My calculations indicate that the total damages to my previous home and personal belongings, combined with the value of missing items, exceed $2,500. Zip Moving and Storage has shown a complete disregard for my property, and their attempts to locate the missing items have been negligent.
  The company has attributed the damages and losses to truck issues on two separate occasions. However, given the extent of the damage, I find it difficult to believe that these delays were solely due to mechanical issues. It is more likely that the truck driver was negligent, potentially falling asleep at the wheel for all I know. 
  Furthermore, a portion of the offered refund is unrelated to the damages or missing items. It is intended to compensate for a late delivery, which is a contractual obligation and should not be included in the settlement. This portion of the $639.24 offer is listed as $100, however, we were told previously that the amount they would provide for the late fee was higher than this.  This means that the amount theyre offering for damages and missing items actually is closer to $500.00 which is a measly 20% of the total estimated damages/missing items.
  My interactions with Zip Moving and Storage throughout this process have been extremely frustrating. Despite repeated attempts to resolve these issues, I have encountered significant resistance and lack of cooperation. I was shifted around to different people multiple times and then when I would respond to them, was told that they werent the person I should be dealing with and that was why it had taken them so long to get back to me.  I am convinced that without initiating a formal complaint, I would have received no compensation whatsoever.
  I urge the Better Business Bureau to investigate this matter thoroughly and to hold Zip Moving and Storage accountable for their actions. Allowing them to continue these practices would be a disservice to future customers.
  Thank you for your attention to this matter.
  Sincerely, 
  ******* ********
  **************************
  ************
  
  
  

  

  Business Response

  Date: 10/02/2024

  Hello team, 

  Thank you for your continued support and attention to this matter.

  Please find attached the email sent to the customer as our agents once more reached out with a revised compensation offer.

  Please note that we have offered the customer compensation far surpassing the legal liability of the damage claimed, however we wish to have this matter resolved and wish to work with the customer to ensure their concerns are addressed. As we have nearly doubled the compensation amount we hope this will demonstrate our willingness to go above and beyond to ensure customer satisfaction.

  Thank you once more for your time.

  Warm regards, 

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22296393
  
  I am rejecting this response because:
  
  I am writing to formally reject the revised offer from ZIP of $700 for the damaged and missing items from my recent order. As previously stated, the total value of the damaged and missing items is approximately $2,500. ZIP's offer of $700 is significantly below the fair market value of the items.

  
  Furthermore, I am extremely dissatisfied with ZIP's lack of effort in locating the missing items. Their unwillingness to continue the search suggests a pattern of negligence or even a deliberate attempt to defraud customers. This behavior raises serious concerns about ZIP's business practices and their treatment of customers.

  
  I believe that ZIP's actions may be indicative of a broader pattern of unethical behavior, including the potential theft of customer property for resale. Given my experience, I fear that this may be a common practice for ZIP.

  
  I urge the Better Business Bureau to investigate ZIP's business practices and take appropriate action to protect consumers from future harm.
  Sincerely, 
  ******* ********
  ************
  **************************
  

  
  

• Initial Complaint

  Date:09/10/2024

  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.

  **Zip Movers Review: Unprofessional and Dishonest Practices**I recently had an extremely frustrating experience with Zip Movers. After agreeing to their initial quote and scheduling my move, one of their managers, *****, called to discuss an email he claimed to have sent me about a mistake made by his colleague (which I never received). He informed me that they would need to add a second truck and two more movers, resulting in a price increase of more than $2,000! It feels like they lure customers in with low quotes, only to hike up the price laterpossibly a common practice for them. ***** was incredibly unprofessional throughout our phone conversation, speeding through the explanation of the changes to make them barely understandable. It felt like he was trying to get me to agree to the outrageous price increase without fully grasping the details. And all this just 15 days before my scheduled move! I would strongly advise others to be cautious when dealing with Zip Movers. Their lack of transparency and professionalism is a huge red flag.

  

  Business Response

  Date: 09/13/2024

  The customer contacted our company for a move and went through our Virtual Survey process to receive a virtual inventory, based on which we created a moving quote for his upcoming move with our company. Due to a system error, the inventory was only partially uploaded, causing the estimate to be much lower than it should be (only about 5000 lbs or items uploaded, while the customer had approximately ****** lbs of items to move).

  We were alerted to this when the customer informed us he made some changes to the inventory and we recomended completing another Virtual Survey to be sure of the accuracy of the quote. Once this was completed, the system issue was noticed and we informed the customer of the higher price. 

  As the customer informed us that they do not agree with this new price, a customer service supervisor immediately contacted the customer to confirm that we can cancel the move if that is what they wish, and refund any deposit that was placed down to secure the move. The deposit was refunded and we sent this refund receipt so the cusotmer has proof that we are not keeping any of their funds, as we acknowledge this unfortunate mistake.

  As a full refund was already completed, we believe this was a fair resolution to the issue.

  Thank you for your attention to this matter.

  Customer Answer

  Date: 09/14/2024

   
  Complaint: 22263838
  
  I am rejecting this response because:
   Back in June, we were quoted a price for moving the contents of our home, which didnt materialize due to a house purchase falling through. We are now moving to a different property just five minutes from where we currently live and requested a new quote for the same goods, with no changes to the inventory.
  
  To my surprise, I was informed that there was supposedly a change in inventory on my end. This is simply not true. If anything, our inventory has likely decreased since June, yet Im being quoted an amount that is nearly $2000 higher than the original quote.
  
  Frankly, I expected a more reasonable offer, especially considering that no significant factors have changed. A small discount on top of such a steep increase feels dismissive . It raises concerns about the professionalism and transparency of your company.
  
  

  

  Business Response

  Date: 09/20/2024

  Hello team, 

  I hope that you are well.

  A response was sent over to the customer earlier today.

  Please note that any deposit placed for this move was already refunded to the customer, no cancelation fees were applied and the move is fully canceled. The customer has decided not to move forward with using our services.

  In an effort to have this resolved, we have decided to go above and beyond to ensure customer satisfaction and additional funds were offered to the customer for the inconvenience.

  Please let us know if there is anything else we can do.

  Kind regards, 
  

• Initial Complaint

  Date:08/15/2024

  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.

  The move was ordered June 20th. Loading truck in *********, ** - no issues. En route to **, we receive word from ZIP that the truck broke down, the delivery would be delayed. Our move was delivered by a PENSKE truck, two weeks later than planned. No issue with that. Upon unloading we noticed our custom-made farmhouse table that seats 10, was intentionally damaged. This table is not made to be disassembled, and we had discussed this up front with the movers. They placed the table upside down in the truck, protected with blankets. They then placed a sideboard in the middle of it, also upside down, so that no space was wasted and all parts secured. The damage to the table is obviously intentional, legs damaged due to long screws ripped out, leg braces broken, support structure broken. I am being given the runaround by ZIP trying to get them to pay for repairs by a professional *********. Their first offer was $150 (standard coverage of 60 cents to the pound). However according to ***'s contract they are liable for failing to take proper care when handling customers' property. This is clearly a case of failing to take proper care, this was vandalism. Alternatively, they can pay for a new table, of similar quality, which will cost about $2,000. Either way it is a refund so that is what I selected for the desired settlement.-ZIP already has the documentation, I provided 40+ photographs of the damage.

  

  Business Response

  Date: 09/06/2024

  Job number: 6195

  Hello team, 

  We were informed of the damages done to the customers table and have forwarded the customer to the claims department to ensure the claim is processed and compensation offered. 
  Our claims department initially offered compensation based on the customers selected valuation option ($0.60 per pound of damaged item) keeping in mind that the standard weight for a table of that size is 256 lbs. 
  The customer rejected this offer, prompting our claims department to request any sort of listing showing that the item is indeed heavier than that, however, that is not something the customer was able to provide as the table was custom-made. 
  Our claims department still accepted the claimed weight of this item (450 lbs) as a gesture of goodwill as we did wish to compensate the customer fairly.
  The customer disputed the second offer made by the claims department claiming that the damage was an act of vandalism.
  The customer service supervisor reached out to the customer, offering an additional $100.00 beyond legal liability as an apology for the inconvenience the customer faced with this situation, however, this offer was also denied by the customer with the same claim that the damage was done as an act of vandalism.
  A final offer totaling $500.00 was presented to the customer and new information found by our Safety and ********************* showed that the damage was indeed accidental and not intentional. 
  Please find attached the emails showing the compensation offered by **************************** the full move paperwork showing the valuation option selected, the confirmation page and the analysis by our damage estimators.

  
  Thank you for your attention to this matter.
  
  

  
  

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 22149754
  
  I am rejecting this response from Zip Van Lines because:

  Zip Van Lines says this was due to the table being dropped, accidentally.

  What they did not mention is that the damage was due to failure on their part to take proper care. My $2,000 custom made farmhouse table was shattered in a way that could only have been intentional. This becomes clear when one looks at the photographs. Either this table was dropped from the 2nd floor of a two-story building, legs first, onto concrete (not likely) OR someone intentionally ripped the legs of to force it to force-fit it into a too-small space in the truck (very likely).

  Zip Van Lines also fails to mention the nature of the damage, which fits the latter scenario perfectly: the legs, corner brackets and support frame were shattered, but the table leaf was intact, not even one scratch. A fall did not cause this.

  Zip Van Lines has demonstrated VERY selective hearing, and they continually have refused to take responsibility for what they have done here. This company is incompetent and negligent. They should not be in the moving business.

  I have started court proceedings. I plan to pursue this to the fullest extent of the law.
  
  Sincerely,
  
  Els ****

  

  Business Response

  Date: 09/16/2024

  Hello team, 
  
  Thank you for your attention to this matter.
  
  Please note that we are obligated to provide compensation based on the valuation option selected by the customer on the day of the move. Our claims department has firstly offered compensation based on the standard weight of such an item, however the initial rejection we allowed the full weight as listed by the customer, as a gesture of goodwill.
  
  This places the maximum compensation we are liable for at $270.00 for a weight listed at 450 lbs.
  
  Still, we are committed to resolving this issue which is why our customer service supervisor reached out to the customer to discuss what further can be done to assist them with this. As a result, we offered nearly double the amount that we are liable for, offering compensation totaling $500.00.
  
  We understand that this has caused the customer inconvenience and we want to ensure our response is fair and reflects our commitment to resolving this issue.
  
  As this offer has been rejected, we can allow one final revision of the compensation amount, allowing the total compensation amount to be $700.00, as a gesture of goodwill. Please note, as this is nearly three times the liability amount that the customer has been offered based on the valuation option selected, this will be the final offer that we can present.
  
  This is a fair offer for the damage that was done.
  
  Thank you for your time.
  
  

• Initial Complaint

  Date:05/22/2024

  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.

  I do not recommend Zip Moving and Storage. They are careless with your furniture, your property, and they are scheming crooks. I booked this moving company, informed them of the inventory to be packed and moved, and upon the driver showing up he states that although the inventory remained the same, the incorrect price for packing material was given to me and that it would be an additional $300+. He stated that the company often does this and he is the one customers become angry with when he shows up for the move. I immediately called the company to get this cleared and so the movers could not start the work. They informed me to pay and they will refund me afterwards, which I should not have but I did only to get the move started. Once the move was completed the mover once again tells me there is another additional charge for the loss time spent with him and I on the phone with the company to correct the company's incorrect invoice (Packing material price). This is insane. Had the correct invoice been provided there would be no loss time. He calls the company and they inform him to write on the invoice "DM" for dismissal of the charges. He then initials next to it and I do the same. Once the movers leave I noticed one of the posts to my house was damaged. I reviewed my security camera and see that one of the movers carrying my very large mattress by himself lost control of it causing the damage. I emailed the photos/videos of the damage to the company and they are denying even with the video clearly showing the mover damaging the post. In addition to that they are denying that the mover dismissed the additional moving time and take no ownership of their mistake. Definitely a "Bait and Switch" and unethical company. There are so many other reputable companies to use. I do not recommend Zip Moving and Storage.

  

  Business Response

  Date: 06/21/2024

  As discussed on the call, please find the summary of the complaint as well as the *** copies of the email sent to ***************** regarding her claim, both from myself and our claims department. We are currently awaiting her response to the situation.

   

  We moved the customer into our ********************** unit on 05/11/2024, during which there was damage done to the property which we were made aware of by the customer. The customer requested and was given verbal confirmation that a discount would be provided, as well as compensation for the damage once the move out of storage was done. As per our terms and conditions, the customer must confirm that there is no further damage discovered before we can close a claim and send over complete compensation. The customer was forwarded to our claims department and she moved out of our storage unit on 06/06/2024. The claims department has asked the customer to provide us with repair estimates for the damage and then asked for the documents showing these damages. To expedite the claim process, I asked the customer if she was more comfortable accepting compensation without proceeding with the claim process. We are currently awaiting her response.

   

  Please let me know if you have any questions or if there is anything I can provide in addition to this:

   

  Wishing you all the best.

   

  Kind regards, 

   

  
  

   

  Skylar Miles Customer Service Supervisor Working hours: Mon-Fri 7 AM-3 PM ************** (direct) ********************* www.zipmoving.us

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 21747257
  
  I am rejecting this response because:

  From: A ****** <********************>
  

   

  I do not agree with the companys response. The movers damaged a part of my home when one of them struggled with a large piece of furniture he attempted to carry by himself. I have cameras throughout my home so this was seen on footage. I was asked by the companys *** after submitting a claim for damages if Id like to settle. I agreed just to be done with the company, even though it was far less than what it would cost to ***air. She then emails me a contract to sign before releasing the funds. The contract stated that if I have any outstanding negative reviews ******** Yelp, etc) they must either be removed OR edited to state that the parties have come to an agreeable settlement. I agree with the contract, sign, and return it. She then calls and states I have to remove the negative reviews. I remind her that the contract gives an option to remove or edit and I agree to edit my reviews to state weve come to an agreeable settlement. I then highlight that language from their contract and email it to her. She ***lies to my email that they are requesting I remove it or change my star rating to 3 stars or more in addition to the updated language. The settlement contract we both signed does not state anything regarding a change of star ratings so I refuse. She then states the contract is null and void. I continue my claim process through the company and was instructed to submit 3 estimates of the damages to which I did. The claim was denied stating that damages to property is a normal part of moving. I am now seeking to resolve this legally. This is the worst company to deal with anything on any level. Stay far away. I moved my items out of their storage and into another storage 2 weeks after when I began to see how shady they operated.

   

   

   

  Thank you

   

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

  Phone: **************

   

   

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

  

  Business Response

  Date: 08/14/2024

  we have successfully settled the claim with the customer.

• Initial Complaint

  Date:02/02/2024

  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.

  Date of Transaction: 12/10/2023 Money Paid: ******* $Dispute: Furniture damages amounted to more than 500$, but company is willing to pay only 100$.Order/Request # *****

  

  Business Response

  Date: 02/20/2024

  The customer reported damages to us and we have advised them on how to file an **************.  The claim team estimated the damages to $60 - based on the level of liability that the customer purchased as well as the information the customer provided.

  However, as a gesture of goodwill, we have raised the offer of compensation to $300, which customer gladly accepted.  They have signed Full and Final agreement (attached), and we have issued the check on 02/19 (attached).

  Please let me know should you require anything additionally. 

  Customer Answer

  Date: 02/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:08/09/2023

  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.

  I have been utterly shocked and devastated by the treatment I've received from this business. It has been awful. I had a move 3 weeks ago, were several of my items were broken/damaged in the process of the move, including a very expensive television. Not only have they not compensated me in any way, they are now ignoring me. Please seriously address your internal processes. My name is ********************* and the move was on the 29th of July. Please someone call me immediately. What they are doing is illegal.

  

  Business Response

  Date: 08/09/2023

  Dear ************

  I am writing in response to your recent complaint expressing your disappointment and frustration regarding the treatment you received during your move with us.  We take matters like these very seriously, as they are not in line with the standards we strive to uphold.

  To address this matter and make amends for the inconvenience you have faced, I would like to offer you a gesture of goodwill refund in the amount of $300. This refund is intended to show our commitment to resolving the situation and our dedication to ensuring our customers' satisfaction. Please provide us with your preferred method of payment, and we will process the refund promptly.

  Once again, I apologize for the negative experience you have had. Our goal is to rectify this situation and regain your trust. Your satisfaction is of the utmost importance to us, and we are committed to making things right.
  Thank you for bringing this matter to our attention. If you have any additional information or specific instructions, please feel free to reply to any of our emails or call us at ************, and we will be more than happy to assist.

• Initial Complaint

  Date:08/07/2023

  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.

  We had a long-distance move June 5th-6th. We ended up with broken legs on 1 bedroom dresser and 1 chest of drawers so they are both now just sitting on the ground without any legs, 12" lower than they should be. Also, when I booked, I was quoted a price of $9,929.75 but that it was based on the estimated number of cubic feet used. Based on my inventory, I was told I would need 1 full truck and about 25-30% of a second truck, but only charged for what I used. So if I used more than 25-30% of the second truck I would pay more, but if I used less, the price would go down. I put a total of $3729.95 down prior to the move. The movers were actually able to fit everything on 1 truck, so I was anticipating the final price to be lower than $9,929. When the movers presented me with the amount at the destination, it said $9,294.99, which I mistakenly thought was the ***** of the move. Apparently that was the remaining balance, which combined with the deposit I paid, made my move a total of $ *********, even though I used LESS space than originally estimated. I have been trying to contact them for the past 2 months for an explanation on the pricing discrepancy and to resolve the damaged furniture but they have been very unresponsive. They are no longer returning calls or emails.

  

  Business Response

  Date: 08/08/2023

  Dear ***,

  I sincerely apologize for the inconveniences you've faced during your recent long-distance move. Your feedback is invaluable to us, and I would like to address each of your concerns and provide a suitable resolution.

  Firstly, I am truly sorry for the damage to your bedroom dresser and chest of drawers. We understand how important your belongings are, and we strive to handle our customer's inventory with the utmost care.  Regarding the pricing confusion, I apologize for any miscommunication that led to your misunderstanding. Our intention is to provide transparent and accurate pricing information to our customers.  Furthermore, I'm deeply sorry for the lack of responsiveness you've encountered in your attempts to contact us. Our customer service has been working on efficiently addressing your concerns. Rest assured, we are committed to improving our communication channels to prevent such issues from recurring in the future.

  To rectify this situation, I have reviewed your case, and after taking into consideration your concerns, I am prepared to issue a refund of $1,500, as a gesture of goodwill.

  To proceed with the resolution, kindly provide me with the best method and contact details to process your refund. Additionally, our customer service team is available to assist you with any further inquiries or to discuss the details of the refund process.

  
  Once again, I apologize for the inconveniences you've experienced, and I am grateful for your patience as we work to make things right. Your satisfaction is of the utmost importance to us, and we remain dedicated to providing you with a positive resolution to your concerns.

   

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20433889
  
  I am rejecting this response because:

  After I posted a negative review on ******* I was finally contacted by a Zip Moving Consultant by phone who offered me $100 for the damage furniture, and an additional $400 if I agreed to remove the negative review(s) I posted. I rejected that offer because it was significantly less than what I was overcharged. As an average consumer, that doesn't deal in cubic feet day-to-day, I have no way of knowing what the difference is between ***** cu. ft. (the intial phone estimate) and *****- cu.ft. (the revised on-site visual inspection estimate) of furniture and belongings. I expected a fair and resonable assessment of the load and to be charged for the cubic feet actually used as it was explained to me. 

  Upon doing some additional research, an average 26' moving truck has up to ***** cubic feet of storage (unless you can provide me with documentation of larger interior dimensions of your box trucks). What the lead mover estimated after his visual inspection was nearly twice that since everything they moved and packed was put on a single truck. When I pointed that out to your moving coordinator, she did in fact reply, "We also admit that the New Onsite Estimate that was done on the day of the pickup was more than what can fit into one truck..." So either your lead mover that was in charge of assessing the load and ultimately charging the customer:
     a) was very bad at estimating the total cubic feet of items,
     b) has no idea how many cubic feet a 26 foot truck will actually hold, or
     c) intentionally inflated the number knowing full well that we didn't know the difference between **** cubic feet and nearly **** cubic feet, especially since at no time did he call for a second truck, which could suggest that he knew they might be able to get everything on a single truck.

   Either way, it's either negligence or dishonest, and inflated my cost significantly.

  According to my calculations, I paid for ***** cu. ft, but only used most if not all of the ***** cu.ft. for a difference of ***** cubic feet that I was overcharged. ***** multipied by the rate charged of $2.75/cu ft works out to be $4,056.25 more than what I should have been charged. This is the amount I am requesting, which I would consider as fair compensation for the overcharging as well as the damage to the furniture pieces.

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

  

  Business Response

  Date: 08/08/2023

  Hi ***,

  Thank you for your swift response.

  In light of the unfortunate series of events you experienced, I would like to extend our offer of resolution even further. We fully acknowledge the inconvenience and stress you endured and, with that in mind, we are prepared to increase the refund to $2,000.  This updated refund reflects our sincere commitment to addressing your dissatisfaction and making things right.

  Please rest assured that we take your feedback to heart. We are actively implementing measures to enhance our service quality, communication, and customer support to prevent similar issues in the future. Your feedback plays an instrumental role in our continuous improvement.

  If you have any questions or if you would like to proceed with this updated resolution offer, please do not hesitate to reach out to us at ************ or reply to one of our emails. Your satisfaction remains our top priority, and I am dedicated to ensuring that this matter is resolved to your complete contentment.

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20433889
  
  I am rejecting this response because:
  

  Thank you for your commitment to a resolution of this matter and your compensation offer, however your offer is still 50% of what it appears I was overcharged. I'm absolutely willing to work with *** and want to pay fairly for the services I recieved, however there has been no denial from Zip that I was overcharged, nor an explanation on why I shouldn't be entitled to the full refund amount of $4,000 (which doesn't even include the damages). If there is a legitmate reason why I wasn't overcharged, I'm definitely open to listening. Unless I can get a full refund or a satisfactory legitimate explanation on why I'm not entitled to a full refund of what I was overcharged, I have to assume I may have been a victim of an attempt to be taken advantage of and will have to consider filing a complaint with FMCSA. But I'm hopeful we can come to a resolution and won't have to go that route. 

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

• Initial Complaint

  Date:07/04/2023

  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.

  Zip "SCHEDULED" my pickup on 6/27 (between ****pm). On 6/27, I called the coordinator, *******************, for an ***. She stated, the movers are on the way and will arrive within the *** window. At 2:45pm, I received a call from the driver of an unknown moving company (something ***) to advise they were NOT going to arrive bec the previous customer didn't pay, so they would not unload their goods. The following day 6/28, 3 men arrived at my home in a U-Haul truck and in plain clothing. No uniforms, no logos, no truck ads. I had no way of knowing who these men were and I was NEVER informed by ZIP about sub-contracting with another company. The driver knew nothing about WHERE or IF my belonging would be stored or when I would receive my items. The employees on Zips site are all wearing company shirts w/logos and company trucks w/ Zip ads. This is deception. Their mission states Our fleet consists of trucks...equipped for relocation. A U-Haul truck is not part of their fleet. The driver walked through my home and immediately began demanding more money. When I expl my contract was with Zip, the man became very aggressive and began speaking loudly in another language in my garage. This was unprofessional and intimidating! Zip expl the price COULD change based on total WEIGHT, but the driver attempted to charge more BEFORE weighing any items. I did not feel safe as a single woman around these 3 unknown men in street clothing in a U-Haul truck DEMANDING money. The Zip "supervisor" ****** never returned my calls and suddenly disappeared.ZIP dropped the ball SEVERAL TIMES and I ultimately had to call a reliable moving company, which arrived in 2 hours because I had to vacate by the end of day. Out of $3,717.53, ZIP only refunded $609 claiming I canc. ZIP kept $3,108.53 for providing ZERO service. Zip was a NO SHOW on the scheduled p/u date. I also felt UNSAFE around the AGGRESSIVE man ZIP sent to my home in a U-HAUL truck and street attire, so I asked him to leave.

  

  Business Response

  Date: 07/13/2023

  I am writing in response to the complaint filed by ************************* regarding her experience with our company, Zip Moving and Storage. We take customer feedback seriously, and we sincerely apologize for any inconvenience and dissatisfaction caused by the handling of their move. We appreciate the opportunity to address their concerns.
  
  
  Firstly, we deeply regret the miscommunication and subsequent cancellation on the customer's side of the pickup on 6/27. Regarding the engagement of an unfamiliar moving company and the absence of clear identification on the truck and attire of the movers, we understand why there might have been some confusion on customers' part. We deeply regret the oversight in failing to inform the customer in advance about the involvement of our partners in their move. Transparency is a core principle at Zip Moving and Storage, and we apologize for any confusion or unease caused by this lack of disclosure. We want to emphasize that we have established contractual agreements exclusively with experienced and reliable moving professionals. 
  
  
  Additionally, as a gesture of goodwill and to express our commitment to customer satisfaction, we would like to offer ************************* a refund. We understand the frustration and inconvenience they experienced throughout this process, and we want to make amends for the subpar service provided. Our aim is to ensure that our customers have a positive moving experience, and we deeply regret falling short of those expectations in this case. 

  Customer Answer

  Date: 07/13/2023

   
  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.

  I would also like to include, the subsequent cancellation was not due to the customer on 6/27, as the business noted in their response.  The business was a NO SHOW on the 27th (this is also confirmed via their recorded calls on 6/27).  I will accept the full refund as noted in the business owner's response.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/18/2022

  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.

  *************** Full Packing, moving, storage, and delivery of household items and furniture.Move date May 9, 2022 Delivery Date July 8, 2022 Total initial move to storage estimated cost $8,309.49- $9,212.49 Actual intial cost of move to storage $8,261.61 Full packing estimate $2,095.63 Delivery estimate $ ********- $2,863.79 Delivery actual cost $3,293.79 So many furniture items were damaged that even the cost of the move will not cover our loss.Many items are missing such as an extension ladder, a metal step ladder, and framed artwork.Most of bathroom cosmetic items are ruined or damaged.expensive furniture is damaged, walls are damaged, glassware is broken, ***** is broken. Our own clothing was used as packing material. Boxes were not packed as stated for full packing. Most items were not even packed, just taped up and are now sticky and damaged. I do not believe the storage was climate controlled because we have things that are ***** now and clothing was disgusting. many boxes just had things thrown into them with absolutely no packing paper to protect our items.

  

  Business Response

  Date: 09/01/2022

  Dear *****,

  Thank you for bringing this matter to our attention.

  As prevously advised,  I can confirm that the estimate for the damages is at $741.60 and we are absolutely willing to accept and refund the proposed amount. As you are aware, the CSI did a professional estimate of the damages, while legally honouring the protection value you have purchased prior to the move, which is $0.60 per pound per item. 

  However, for the sake of this being resolved for you, we are willing to up that offer to a total of $1100, as a gesture of goodwill.  Should you decide to proceed with the compensation payout, feel free to respond and we'll issue a **** First Class check in your name.

  Kind regards,

  Tiana