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:02/21/2025

  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.

  Extremely Disappointing Experience Would Not Recommend Initially, the service seemed promising, and we believed the individual would perform well. While he was personable and communicative, the damage caused to our household items was staggeringexceeding $7,000 in value. Despite multiple requests, we have yet to receive any contact from their insurance company.Fortunately, we withheld payment on the invoice, as we do not intend to pay for services that resulted in significant damage without any resolution. Additionally, the final cost was increased from $4,000 to $10,000 without our authorization, contract amendments, or prior notice.They broke TVs, smashed dishes, left bed frames missing bolts, and several couch parts are missing. The couch alone cost over $3,000 and wasnt even a month oldthey managed to put a tear in it. They also damaged printers, broke computer screens, dented our air fryer, and shattered platesand were not even done unpacking ****** make matters worse, we discovered they do not have the proper licensing to operate across certain areas, which caused additional complications. We genuinely wish they had the appropriate credentials to handle the job properly.This experience has been so frustrating that weve had to seek legal advice and are now considering court action. Based on our experience, I strongly advise against using this company.

  Business Response

  Date: 03/10/2025

  At Lithe Moving Services & Logistics, we take customer satisfaction seriously and aim to provide clear, upfront communication regarding our services, pricing, and policies. We would like to address the concerns raised in this claim with a factual breakdown of the events.
  Service Agreement & *****************************start="463" data-end="466"> The claimant initially requested a packing service but later opted for a full-service move after learning that we offered this option. A formal quote was provided for ***** lbs of household goods, with the clear understanding that additional costs would apply if the weight exceeded this estimate or if a second truck was needed.
  Additional Costs & ******************************start="850" data-end="853"> On moving day, it became evident that the claimants belongings far exceeded the estimated weight. Our team promptly informed the claimants spouse that a second truck would be necessary, and the cost was estimated to be at least $2,000. She hesitantly agreed but wanted to confirm with the claimant, who later approved the additional truck. The client was informed before the move that weight discrepancies, additional trucks, and optional services such as home staging could impact the final cost. The claimant acknowledged and accepted these terms.
  Licensing, Insurance & **********************************start="1475" data-end="1478"> Upon request, we provided the claimant with our DOT number, proof of business registration, and insurance details. As a courtesy, we added the claimant and their spouse as additional insured parties on our policy to ensure their peace of mind. At no point did we withhold any insurance information.
  Weight Discrepancy & On-Site Estimates
  The final weight of the shipment was approximately ****** lbsnearly double the original estimate. This would not have been a surprise had the client accepted our multiple offers for an on-site estimate, which were declined.
  Rental Truck Agreement & ***********************start="2122" data-end="2125"> The claimant requested we use the most expensive rentals to maximize their reimbursement and potentially get more money from the US Government reimbursement system and, in return, promised to tip more. Despite this, the claimant delayed payment for over four months, while also requesting that we sign over rental agreements to them to facilitate their reimbursement.
  Full-Value Coverage & ****************************start="2479" data-end="2482"> The claimant is demanding Full-Value Coverage for alleged damages but has not completed payment on the outstanding invoice. Per our contract and industry standard policies, claims cannot be processed until the account balance is settled. Additionally, the claimant has not submitted a formal claim through the required process, despite being directed to the appropriate forms multiple times. The claimant hasn't paid for the Full-Value Coverage yet and will not receive that product until our Delinquent invoice is paid. 
  Defamation & *********************start="2921" data-end="2924"> Since refusing to pay the outstanding balance, the claimant has resorted to false accusations and defamatory remarks about our company. We have extensive video and photographic evidence of the move, including the condition of the home and items upon delivery. These materials will be provided as necessary.
  Final ******************start="3261" data-end="3264"> We have made multiple attempts to work with the claimant, including offering payment reductions and assistance with addressing their concerns. However, we cannot continue to extend services or process claims while the invoice remains unpaid. We encourage the claimant to follow the correct procedures if they wish to resolve the matter professionally.
  Lithe Moving Services & Logistics stands by the integrity of our services and our commitment to ethical business practices.

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 22924926
  
  I am rejecting this response because:

  Lithe Moving Services & Logistics is making numerous false claims in an attempt to cover their own illegal and unethical business practices. Their response is filled with lies, and we will address them one by one.

   

  False Claim #1: There Was a Service Agreement & Pricing Transparency

   

  The Truth: No formal agreement was ever signed or agreed upon. They claim we requested a full-service move and accepted pricing terms, but this is completely false. No contract was signed, no agreement was made, and we never acknowledged any additional costs.

   

  False Claim #2: We Approved Additional Costs for a Second Truck

   

  The Truth: At no point did we approve a second truck or any additional costs. They claim our spouse hesitantly agreed, but this is a complete fabrication. No such approval was given, nor was it ever discussed or authorized.

   

  False Claim #3: They Provided a DOT Number, Business Registration, and Insurance Details

   

  The Truth: They have never provided a DOT number because they are not legally allowed to operate across state lines. Our attorney requested it, and they failed to produce it. If they were properly licensed, this information would have been readily available.

   

  False Claim #4: We Declined an On-Site Estimate

   

  The Truth: They claim we refused multiple offers for an on-site estimate, but this is another fabrication. No such offers were made, and they never attempted to conduct an accurate weight assessment prior to the move.

   

  False Claim #5: We Requested the Most Expensive Rental Trucks for Reimbursement

   

  The Truth: This is a completely false and slanderous accusation. At no point did we request expensive rentals to "maximize reimbursement," nor did we promise a larger tip. They are fabricating this narrative to distract from their own fraudulent business practices.

   

  False Claim #6: We Delayed Payment for Four Months

   

  The Truth: Payment was never delayed because there was no legal agreement in place. They are trying to make it seem like they are owed money when, in reality, they failed to provide a legal and properly licensed service.

   

  False Claim #7: We Requested Them to Sign Over Rental Agreements

   

  The Truth: This is completely false. We never asked them to sign over any rental agreements. This is another attempt to misrepresent the situation.

   

  False Claim #8: We Demanded Full-Value Coverage Without Paying

   

  The Truth: They claim we haven't paid for Full-Value Coverage and therefore arent entitled to it. However, they never properly disclosed or upheld any valid insurance policy. They are attempting to withhold compensation for damages while also failing to prove they have legitimate coverage.

   

  False Claim #9: We Are Making Defamatory Claims

   

  The Truth: There is nothing defamatory about exposing the truth. They are operating without proper licensing, making false claims about agreements that dont exist, and attempting to cover up their illegal activities.

   

  False Claim #**: They Have Video & Photo Evidence to Support Their Claims

   

  The Truth: If they truly had any evidence supporting their claims, they would have provided it. Instead, they are making vague references to "video and photographic evidence" without producing anything concrete.

   

  Final Statement:

   

  Lithe Moving Services & Logistics is lying in an attempt to cover up their fraudulent practices. They do not have a signed contract, they do not have a DOT number, they are not legally permitted to cross state lines, and they are attempting to scam customers with false claims and fabricated charges.

   

  We will not be intimidated by their deceptive tactics and will be pursuing the appropriate legal action to hold them accountable.

   
  Sincerely,
  
  ****** ********