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:03/05/2025

  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.

  I hired Sunrise Moving and Packing to provide full packing and moving services for my 3-bedroom, 2-bathroom, 900 sq. ft. apartment. I clearly communicated the size of the apartment and listed all furniture to be moved. The quote I received was approximately $1,600. The job involved packing my entire apartment and moving it to a new home on the same property.On February 25, 2025, a team arrived to pack our belongings, estimating the job would take 2-4 hours. I stayed out of the way to manage my toddler. After four hours, they told my husband they had to leave for another job. Upon inspection, I found large portions of our home unpacked. I immediately called the company, sent photos, and was assured the job would be completed the next day with additional workers.On February 26, 2025, a four-man team arrived to finish the packing and move us. Despite working hard, they still did not finish. The kitchen remained unpacked, and there werent enough materials left for us to complete it. We were then charged $2,849.56more than $1,000 over the original quote. While I expect some variation in pricing, this excessive overcharge was unjustified.Additionally, over $700 worth of tools were stolen from our new home. These were not part of the move, and we meticulously searched to confirm the theft. We filed a police report on March 1, 2025. When I contacted the owner, he was defensive, dismissed the possibility of theft, and refused to acknowledge the overcharge or incomplete service. He said he would follow up with a resolution. That was a week ago, and I never heard back.I am filing this complaint with the BBB to ensure that other customers are not misled, overcharged, or taken advantage of by this company.

  

  Business Response

  Date: 03/05/2025

  Dear *****,

  
  Thank you for sharing your feedback regarding your move. Id like to address the concerns you raised and clarify what occurred during the process.

  
  On the initial packing day, neither you nor your husband was present, and we proceeded based on the schedule and details provided. We understand that you had a busy schedule, and we did our best to accommodate that. Your husband arrived around 12:30 PM, after our crew had already been working for about four hours. At that time, he acknowledged that the scope of the work was larger than we had initially understood, and our crew informed him of the resulting cost difference. He agreed to complete packing the kitchen and the rest of the home, and we were more than happy to stay and finish the services.

  
  Please note that our service policy includes a 2-hour minimum, with billing in 15-minute increments, and that all local move estimates are non-binding. When we arrived, it was clear that the volume of packing was significantly more than what had been originally described.
  Regarding the claim of missing tools, we want to clarify that our professional crew is provided with high-quality tools for their work. There is no evidence that any tools from our inventory were taken. The only mention of missing items involved a tool bag brought in by your husband, which was not part of our equipment.

  
  Our team worked diligently for five hours on moving day to load, unload, and set up your items, including assembling beds and handling other tasks. We understand that there were discrepancies in expectations, and we regret that the situation did not meet your initial understanding.

  
  We are committed to resolving this matter fairly. Please contact us directly at your earliest convenience so we can discuss a resolution that addresses your concerns.
  Thank you for your understanding and for giving us the opportunity to address these issues.

  Customer Answer

  Date: 03/06/2025

  Unfortunately the business has not addressed my concerns. I called them the day of the pack explaining that work had not been done. My husband did not in fact agree to complete the pack. The ******* did not offer to stay. They clearly communicated that they had another job and had to leave.
  I called and expressed my concern immediately, and asked if Id need to complete the packing process. They assured me the job would be completed. I had communicated to the company that we wouldnt be there before packers ever arrived to our apartment. This was in order to be out of their way in such a small space. Because they were professional packers I believed this to be the best option. 
  

  I told them it was a 3bed 2 bath apartment and stated all of the large furniture they asked about. When I went back to the quote they quoted it as a 1bed apartment!! That isnt what I told them I had!
  

  The fact that they are requesting I reach out to them directly when I havent heard BACK from them is surprising. I reached out to the company directly multiple times without resolution. The bag of tools that were stolen contained roughly $700 worth of my husbands professional tools. 
  

  I tried to work this out with the company first before ever submitting a complaint. 

  Customer Answer

  Date: 03/07/2025

  Complaint: 23023156
  
  I have reviewed the business' response and am rejecting it because:

  Unfortunately the business has not addressed my concerns. I called them the day of the pack explaining that work had not been done. I have confirmed with my husband that he did not agree to complete the pack, nor was that part of the conversation. The ******* did not offer to stay. They made it clear that they had another job and would be leaving at 1pm. The packers even stated that the moving team would have additional materials to finish the pack. 
  I called and expressed my concern immediately, and asked if Id need to complete the packing process in order for the move to go ahead. They assured me the job would be completed. I had communicated to the company that we wouldnt be there before packers ever arrived to our apartment. This was in order to be out of their way in such a small space. Because they were professional packers I believed this to be the best option. Despite me communicating clearly that work was unfinished, and sending photos of incomplete work, the moving team did not arrive with additional packing material, and seemed totally unaware that the pack wasn't finished. The movers kept stating, "man the packers really dropped the ball."
  
  I told Sunrise during my initial phone call that it was a 3bed 2 bath apartment and inventoried all of the large furniture they asked about. When I went back to the quote they quoted it as a 1bed apartment!! That isnt what I told them I had! The fact that they were unprepared for the pack is due to their own internal miscommunication. The misquoted me, didn't complete the job I hired them to do, far overcharged me, and are now refusing to take accountability. 
  
  The fact that they are requesting I reach out to them directly when I havent heard BACK FROM THEM is beyond surprising. I reached out to the company directly multiple times without resolution or a return call.

  The bag of tools that were stolen contained roughly $700 worth of my husbands professional tools.I understand that it could seriously harm them if they took accountability for this piece of the complaint, but that doesn't change what happened. 

  
  I tried to work this out with the company first before ever submitting a complaint. I hired them because their reviews were so high, but the few low reviews had it correct. This is not a business I would ever recommend to anyone I care about. I have attached a few pictures to show just some of the incomplete work.
  
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 03/07/2025

  After further discussion with the company I have accepted their offered resolution. I would like to edit my complaint to resolved. 

• Initial Complaint

  Date:11/07/2024

  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.

  Furniture was picked up from my home on 10/2/24 and returned on 10/30/24. When I scheduled the move the person on the phone assured me that all furniture would be wrapped for protection before being moved. None of the furniture was wrapped before being moved out of the home. After the furniture was delivered to the warehouse for storage I got a call for additional payment (I paid the movers for service when they left the home). The cost for this portion was 70% higher than the estimate received. After having to speak to multiple different people they then agreed to an actual fair price. When the furniture was delivered back to my home there were stains on multiple items and a couch had multiple tears in the fabric. Tears that are beyond repair, which the company admitted to. In addition to the stains and tears on the couch, the wooden legs of the couch were all damaged. It appeared that the legs were drug across a rough surface and abrasions severe enough that the shape of the legs are now different. After multiple conversations about this issue a and week for them to make a decision, they state they will only pay what their insurance will pay for, which is $120. The couch costs $5,000. They state that the couch is still functional so that is all they will pay. This isn't a reasonable resolution to the problem regardless of what fine print they have you sign related to damages. The entire operation of the business is extremely misleading and void of properly handling issues when they occur.

  

  Business Response

  Date: 11/07/2024

  Hi ****,

  Upon your initial phone call inquiring about moving services, we gave you an estimate based upon the information that was provided to us. Based off of the inventory list you gave us, we estimated your move to take roughly 2-4 hrs with load time, drive time and unload time into storage, in which we honored and did not charge you additional for. We actually waved your storage fee to hold your items out of customer service in which wed typically charge anywhere between ******* a month. 
  

  all of the items showed up to our office in ******* IL with moving blankets over them and shrink wrap. So to say that your items were not wrapped is misleading and not true.

  During The start of every move we do a bill of lading with all of our customers outlining the things that we do and do not insure. The crew lead also goes through the paperwork to ensure you understand the terms and conditions being presented to you. 
  

  during our initial recorded phone call we were not made aware of any high-ticket items such as a $5000 designer couch and we present all of our customers the option to purchase full-value insurance at an additional cost in which replaces the item of like, kind and quality. You elected to purchase the standard insurance provided by all moving companies which is .60lb per article damaged.

  We never did admit fault to damaging your couch because in all transparency, there is no evidence that the couch did not already have pre-existing damage. As stated above, it showed up to our facility padded and shrank wrap which is indicative of the care the item received. 
  

  out of customer service we offered you an appearance allowance to fix the couch upon the insurance you selected, which was .60lb. We estimated the weight of your couch to be roughly 200 lbs, so our resolution was $120.
  

  that is all we are required by law to give you and a micro tear along with a chipped couch foot does not warrant full replacement of a useable couch. 
  

  We feel as if we have done everything in our power on our end as a company to rectify the situation upon your insurance request and claim. 
  

  if you have any further questions please contact our office.

  best regards,

  ****, Sunrise OP

   

   

  Customer Answer

  Date: 11/08/2024

  I witnessed the furniture being moved out of the home without being wrapped/protected.  The claim that it was is untrue.  I wouldnt be claiming damage if it was pre-existing.   

  Customer Answer

  Date: 11/09/2024

  Although this isnt the couch, this shows a refrigerator they moved for me that wasnt protected in any fashion when they moved it.  None of the furniture was wrapped/protected when it was moved from the house.  

  Customer Answer

  Date: 11/09/2024

  Although this isnt the couch, this shows a refrigerator they moved for me that wasnt protected in any fashion when they moved it.  None of the furniture was wrapped/protected when it was moved from the house.  

  Customer Answer

  Date: 11/09/2024

  Complaint: 22525986
  
  I have reviewed the business' response and am rejecting it because:
  
  
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 11/09/2024

  If furniture was protected appropriately why is the mattress in the submitted photos stained?  Is the business going to claim that was already there as well?  As far as the option to buy additional protection, it was presented to me by the woman on the phone and she was adamant that all items will be wrapped and protected so that nothing happens to the items.  

  

  Business Response

  Date: 11/11/2024

  Hi ****,

  The items were padded and wrapped when they arrived at our facility. A Mattress bag was not purchased or provided by you, which would ensure additional protection. That being said, we used the resources we had available to us. As far as compensation for the mattress goes, we have since then extended our offer of .60lb per article damaged, which was the insurance you selected upon your initial booking and signed bill of lading (where it was presented to you a second time). 

  We are also not opposed to paying a cleaning fee to have the mattress cleaned for you as well, out of customer service. We are not obligated to do so, nor do we assume liability for the stained mattress, but we do believe in leaving no stone unturned and always working towards a satisfactory realistic solution. 

  Please let us know how you'd like to proceed, thank you!

  **** K

  Sunrise Moving, OP Manager

  Customer Answer

  Date: 11/12/2024

  Complaint: 22525986
  
  I have reviewed the business' response and am rejecting it because:
  
  This is not a satisfactory resolution.  As far anything being presented to me a second time, much less a first time,, are you referring to the young man who put a phone in front of my face and said, you need to sign this, with zero explanation?   The entire process wasnt presented properly and the damage is clearly evidence that nothing was wrapped or protected prior to being moved out of the home. The damage is also consistent with the type of damage that would happen during the moving process. Not only was the furniture not wrapped, Zero edge protection was used, which in my experience all professional companies use.  Unfortunately Im not a person that has their phone out recording everything. There is evidence that the refrigerator wasnt protected while being relocated so why would the other items be any different? Its also evidence of a complete lack of care for the items or professionalism.  *** hired plenty of moving companies and have never experienced anything like this.  
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:08/20/2024

  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.

  Their movers destroyed over $15k of items of mine. I asked over 8 times to make sure my furniture was wrapped in plastic. Id go out and they would have tops of tables sitting flat on concrete, truck has items not wrapped. Furniture was destroyed, items shattered, dirt on chairs and couches that they didnt wrap. They put two marble tables inside my couch, stacked in each other and didnt wrap them. Had the crew lead call me and admit how horrible of a job they did that day. Had two people at the company tell me they would refund me, then got a text - not a call - after weeks of following up that they couldnt do anything. *** never experienced a move like this in my life - horrible mgmt and horrible moving practices.

  

  Business Response

  Date: 09/09/2024

  Hi ******,

  It is always our number one priority to provide all of our customers with a ***************************** experience, but in all circumstances, that is not always applicable. We would like to take this time to shed light on your move from start to finish from our perspective as a company. You initially contacted Sunrise Moving for "labor only" services, which means you would provide your own truck, and in your instance a pod as well. 

  Our **************** *** explained to you over the phone, as we do all of our customers, the advantages and disadvantages of moving labor service. The first advantage being, it is a very cost-effective option, but the disadvantage being limited coverage. There are 2 separate liabilities associated with one move. You and Sunrise. We load your truck, and you drive your truck. You provide all the necessary materials, and we provide the labor. 

  Examples of necessary materials include shrink wrap, moving blankets, cardboard, ratchet straps, etc. Upon arrival the first thing the crew noticed was there was only (1) dozen of moving blankets for a 26 ft box truck and a *********************************** shrink wrap. Typically, a job of this size requires a minimum or 4-6 dozen moving blankets to adequately protect all the goods in the household during transit. The crew then recommended you leave to go get more moving blankets, while they loaded boxes. When you load a truck, you typically blend boxes and furniture together to place goods in more favorable areas, however in this instance the crew was limited to just boxes because of inadequate materials. The crew recommended for you to get a minimum of 4 dozen blankets to finish the job out. 

  Your husband arrived back at the load location with (1) dozen when the crew asked you to bring (4), so we were again put in an unfavorable situation with inadequate material. The crew iterated that there was a lot of breakable items, white furniture, marble pieces, etc. So, the crew continued to load as you went and got more blankets but could not stop loading because you were paying by the hour which would not have been cost effective for them to wait while they waited on the blankets. 

  When you arrived back, the crew finished the load, protecting all of the items to the best of their ability with the material and time they were provided. The Truck you provided then sat for 3 days before it was driven by you to the unload.

  We then sent a crew out to unload the truck, and the crew finished your unload, with no noticeable damage to any of the goods. The only item that was brought to our attention that was damaged during the job, was a dresser that had to come down a spiral staircase, that exceeded ****************************************************************** full for immediately upon damage the day of. 

  The crew did the best work they could do, with the materials they were provided with. Had you hired Sunrise Moving and Packing for a full-service move, the truck would have been loaded, driven and unloaded by us. the small number of moving blankets that were provided to the crew were also thin fiberglass blankets, that had little to no padding. All of our trucks are equipped with thick premium moving blankets to ensure no damage during the moving process. 

  We value your business and are disappointed to hear we fell short of proving you a 5-star experience, however we hope this sheds some light to you and our future customers the difference between labor only service and full-service moving. If you have any further questions, please contact our office at ************** and we would be more than happy to discuss,

  Best Regards,

  *****************************-Sunrise Operations Manager