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:07/01/2025

  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.

  There has been systematic failure by Mini Moves, a moving compay that I contracted to deliver a sectional sofa and other household items; to deliver contracted services despite receiving $688 in payment on May 9, 2025. After 53 days beyond the contracted 2 week delivery window, FragilePAK (Mini Moves' delivery partner) attempted delivery on June 24, 2025, but arrived without the primary contracted item - the sectional sofa - forcing me to rightfully refuse the incomplete delivery and return all boxes to the warehouse. After following up multiple times ,Mini Moves' representatives have evaded providing clear answers per out email communication and have provided incomplete responses to my questions about the missing item and when delivery will reoccur, When I call Mini Moves, a representative consistently deflects responsibility to FragilePAK(A delivery partner) rather than addressing their contractual obligations. FragilePAK's subsequent responses have been generic apologies with vague promises to "confirm the status of missing items" and "reach out right away to reschedule" without providing concrete timelines which demonstrates a clear pattern of empty promises and unwillingness to resolve the issue. As of July 1, 2025 (53+ days after the contracted delivery deadline), no items have been delivered, no refund has been offered, and the companies continue to provide evasive responses while retaining my payment amount.

  

  Business Response

  Date: 07/08/2025

  Dear ******,
  Thank you for bringing this to our attention. Were truly sorry to hear about your experience and fully understand how frustrating and disappointing this situation has been.Please know that we take your concerns seriously and have thoroughly reviewed the details of your move.
  Your move was booked with MiniMoves on May 9, 2025. We partnered with ********** to handle your pickup and delivery, a trusted service provider we use for customers who are not under time-sensitive delivery requirements. While the typical delivery window for these shipments is approximately 23 weeks after pickup, availability can vary based on regional access and route schedules. We communicate this upfront to help customers feel confident in the timeline.
  In your case, FragilePAK made five attempts to coordinate the pickup, which was completed on May 22.Unfortunately, the delay in confirming the pickup date contributed to an extended delivery timeline. The shipment arrived at the delivery terminal in ******** on June 17, and FragilePAK made three attempts to schedule delivery before confirming a delivery date of June 24.
  On the day of delivery, we were informed that your sofa was not included on the truck. We escalated the search for your missing item immediately. The sofa was located on June 27, and a follow-up delivery was scheduled for the next available delivery date: July 8.
  We completely understand how upsetting it was to receive an incomplete delivery, and weve shared this concern with FragilePAKs senior leadership. While we made every effort to keep you updated throughout the process, we regret that your experience did not meet the high standards we aim to uphold.
  Thank you again for your feedback its vital in helping us improve. If you have any further questions or would like to discuss this directly, our team is here to assist.
  
  Sincerely,
  MiniMoves Customer Support Team

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23543400
  Good Day,

  
  Thank you for following up for a response, I am rejecting this response because today is July 8th 2025 and there has been no attempt by Mini Moves or Fragile Pak  to deliver any of the items and neither have they attempted to  contact me to schedule a delivery today.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 07/14/2025

  Dear Mr. ****************** you for your patience, and we sincerely apologize for the inconvenience youve experienced during this process.
  We understand the frustration caused by this delay and want to assure you that your concerns are being taken seriously. We have approved a refund of $688.65, and a MiniMoves move coordinator will contact you soon with the refund details and next steps.
  Additionally, we have confirmed with our delivery partner, FragilePAK, that your complete order has arrived at their warehouse. They have reached out to schedule your delivery and are currently offering the following available dates: July 16th, 17th, or 18th. Please respond to their email at your earliest convenience to confirm the date that works best for you.

  Once again, we sincerely regret the disruption this has caused and appreciate your understanding as we work to resolve this.

  Sincerely,
  MiniMoves, Inc.
  Customer Experience Team

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23543400
  
  I am rejecting this response because:both Fragile*** and Mini Moves confirmed that my delivery was scheduled for today, July 16, 2025, yet the delivery was not made as promised. Despite these confirmations, I have received no clear explanation regarding the current whereabouts of my items or when they will actually be delivered. I have attached voicemail evidence from Fragile *** as well as a written notice confirming the scheduled delivery for today. Additionally, although Mini Moves had previously indicated that a refund would be processed, no refund has been deposited into my account or debit card as of today. 

   

  Sincerely

  ******

• Initial Complaint

  Date:10/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 18th, 2024 Mini-Moves moved me and my partner from ******** to ***********. I was assured my belonging would be cared for, citing their experience and guarantees. My belongings were lost, damaged, possibly stolen to the tune of over $20,000 - though they were only insured for $14,000. Despite pictures and extensive documentation, Mini Moves has not rectified the situation and has not been able to find my missing items.

  

  Business Response

  Date: 11/12/2024

  Dear *****,
  We are truly sorry to hear about your concerns regarding your recent move. We fully understand how important your belongings are, and we have been in regular communication with you, providing updates throughout the entire moving process.
  Your items were picked up on September 17th, 2024, and delivered on September 30th, 2024. On the day of delivery, you reported damaged boxes to our **************** Team, and we promptly sent a claim form with instructions on October 1st, 2024. Two weeks later, you notified us of missing items, and we immediately conducted a search. Unfortunately, we were unable to locate the missing items. As advised, we encouraged you to move forward with filing a claim to address any damages or losses.
  On October 28th, 2024, we received notice from ***************** that you disputed the charges for your move, totaling $5,311.75. The next day, on October 29th, 2024, you filed a claim for damaged and missing items. According to the agreement you signed prior to your move, any claim for loss or damage cannot be settled if there is an outstanding balance. Please refer to the attached MiniMoves Terms & Conditions, specifically line 2e, for further clarification.
  We take your concerns seriously and will continue to review all the details of your case. Once the balance is settled, we can proceed with processing your claim and work toward resolving this matter as quickly as possible.
  Sincerely,
  ******** *****
  MiniMoves **************** Team

• Initial Complaint

  Date:09/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Minimoves for a move between ************, ** and ******, ** (move # *****). After various issues with the move, including the price being different than agree to, the movers showing up late, and no communication surrounding delivery, my goods finally arrived at the destination in ******. Numerous items were broken, including family heirlooms. The ****** movers informed me that the ************ movers improperly packed certain items and lots other items, such as furniture hardware and peloton pieces. I have attempted to contact minimoves on over 10 occasions, and have not received a response to date. I also have not received my move paperwork, which I have requested on 3 occasions. I have reached out to *********************************, the move coordinator, and her supervisor -- who I have called and email numerous times with no response. I am unable to file a claim because Minimoves will not send me my move paperwork and no one will return my calls or emails. I have over $2000 in damages and Minimoves is totally unresponsive. I am happy to provide photos of the damaged good and copies of the email outreach with no response.

  

  Business Response

  Date: 10/04/2022

  We are very sorry to hear some of items were damaged during transit by destination provider, and rest assured insurance will cover this. Our team strives to be responsive to our customers and apologize for not meeting your expectations. We have taken corrective action in addressing it, to ensure it does not happen again, and appreciate the feedback. Per our discussion with *****, we have instructed her to complete and return the claim form so we can handle this as quickly as possible for her.
  MiniMoves appreciates her taking the time to voice concerns with our **************** Manager. We will work together to make it right!

  -The MiniMoves Team
  Tell us why here...