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Business Profile

Moving and Storage Companies

True Way Moving and Storage

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/18/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 ****** ******** (Complainant) am seeking assistance from the BBB to gain remedy and closure on a dispute pertaining to the performance (by True Way Moving and Storage **** (True Way) for the Transportation of Household Goods from ********, ****** to **** Indiana) (between July 24th - September 28th, 2024) according to the terms of the agreement as well as the federal regulations and guidance incorporated into the terms of the agreement. Im seeking remedy for True Ways lack of and/or non-reasonable performance and/or negligent performance. True Ways performance was at unacceptable level. This is evidenced by:1)The excessive number of communications made by True Way its employee(s) and/or subcontractors that were misrepresentative and/or disingenuous; 2)The excessively negligent performance resulting in:a.late delivery of household items, and b.unreasonable damages during transportation, 3)The approach True Way seemingly takes towards dispute resolution: Ignoring/avoiding claims for as long as they (True Way) can, in hopes the claim/complaint will go away or be settled for far less than obligated under the terms of the ************ dispute: Claims according to the terms of the agreement as well as the federal regulations and guidance incorporated into the terms of the agreement for: Cu. **. Overpayment, ***************** Household Items and ******************************* Reimbursement Category $1005.42 Option2 Damage Calculation: ******** lbs. *$ .60 per lbs.$600 Reimbursement of *******************************: 58 days after 1st Available Delivery Date. Calculation of damages according to contract and federal regulations: 20 business days * $30 per day = $600 $1,600 Reimbursement of overpayment for 400 Cu. **. not used (***** Cu.Ft. ***** Cu. Ft.) * $4 per Cu. Ft.$3,205.42Total Amount in Dispute - Anticipated Reimbursement

  • Initial Complaint

    Date:09/06/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Back to 8/13 we schedule appointment with DBA Amerisafe (as known also as Nationwide moving **** The broker quoted 2,600$ Including everything (We asked if Insurance ***luded, they said yes) So we meet there back at the 27th And because my stuff was packed in the storage, we checked one by one of the items. Then the driver said he has no space in the truck and we need to pay additional When we said no, he stopped working and called the office (The broker) that called me To say that suddenly I need to pay more (After I gave them every information they wanted) I chose them because of the price , S***e I thought they going to be the cheapest When I say Im not gonna pay a ***** more Hang up on me. (I assumed already something bad is gonna happen) When I called him back, he told me Im a cheapest person and Im Broken (Which I dont, I just hate playing with money) I explain this is not honesty, but he end up on me again Long story short this combined Happened by three different companies. 1. Trueway moving IL *** 2. Amerisafe (nationwide moving FL **** 3. Another guy that only has a huge truck. (Subcontractor of Trueway) We supposed to get our stuff by 8/18 as they said, But once they picked up the stuff suddenly every day you calling them, they dont know when the stuff is going to be delivered. We waited for 14 days It will take 5 days. When the truck arrived ,he Come with me to my apartment to count steps and told me each step $100. I was laughing and start get mad. I explained to him my wedding 14 days But he didnt really care. He told me I need to pay another $2000 I refused We agreed on 952$ Additional after try to upsell me every way he could. (Elevator fee as well).Nothing was explained at the beginning as I mentioned everything is ***luding and I do have Insurance I found this guy information online, *********** register under loaned house In the middle of , *************. I called 80 calls Left 100 mails and 150 messages No one get back

  • Initial Complaint

    Date:07/08/2024

    Type:Service or Repair Issues
    Status:
    Unresolved
    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.
    Move arranged by ********* and contracted with True Way. Pickup on 5/24/24. Delivery was to be 6/2/24-6/16/24. I was to get a call 24 hours in advance of delivery. I received a call around 11 am on 6/21/24 and was told they would arrive in 1.5 hours. Due to the lack of 24 hours notice I had to leave work with very short notice. The final cost was more than double the original estimate. Many items were broken/crushed. They packed the kitchen and artwork. Many items were not packed properly and broke (for instance, wrapping multiple dishes in one piece of packing paper leading to all breaking). Also, on delivery they refused to set up the bed frame that they took apart on pickup. There were 2 other items that they took apart that I could set up on my own but I could not do the bed frame myself. They were supposed to send a handyman to do it the next day but that never happened and I was told to find my own handyman and they would pay for it. I documented all the broken/crushed items -- photos and a list. I have been calling and emailing with no response from True Way. I have been told by AmeriSafe that they can't do anything. I would like to get rid of the broken/crushed items but I don't know if I can do that until this is settled and I am reimbursed. Yesterday I filed a complaint with FMCSA (DOT) via their website.

    Business Response

    Date: 09/19/2024

    Thank you for bringing your concerns to our attention. We deeply regret the difficulties you experienced during your move and sincerely apologize for the inconvenience caused. Regarding the short notice for delivery on 6/21/24, we understand the disruption this caused to your schedule and apologize for the inconvenience. While we strive for timely communication, we did not meet that expectation in this instance. As for the final cost, as outlined in your original estimate, the price is subject to change based on the actual cubic footage of the items loaded and any packing materials used. The estimate clearly states: Your estimated price does not change unless you require additional services, add additional items, or the actual weight or cubic footage exceeds what is listed on the estimate. The inventory list is based on average item sizes, and final charges are calculated based on the space used during loading. This was explained to you multiple times by our **************************** We regret that some of your items were damaged during the move. While we take every precaution to avoid damage, unfortunately, it can occur. Any damages or missing items should be processed through our claims process. If you need assistance with submitting your claim, please contact our **************************** and they will provide the necessary information and guidance. Your documentation, including photos and a list of damaged items, is helpful in this process, and we encourage you to proceed with the claim for resolution. In regard to the bed frame reassembly, we apologize for the delay. We provided compensation to cover the cost of hiring a handyman, which we hope has resolved the issue. As compensation has been provided for both the damages and the reassembly of the bed frame, we consider this matter resolved and closed. We appreciate your understanding and thank you for allowing us the opportunity to address these issues. Your feedback helps us improve, and we remain committed to better serving our customers in the future. Should you have any further questions, feel free to contact us directly.

    Customer Answer

    Date: 10/01/2024

     
    Complaint: 21945275

    I am rejecting this response because:
    "Reject Business Response"
    This business did not respond appropriately to concerns and did not compensate adequately for losses. The damaged property was not due to normal damage expected during a long distance move but rather due to inadequate packing as previously outlined. The lack of notice for delivery was unacceptable and broke the terms of the agreement. The apology is not compensation for my time and does not make up for breaking the contract. When I asked for the 24 hour notice since I was at work I was told I would have to pay for a re-delivery -- so I would have to pay for breaking an agreement that the company actually broke, not me, but there is no penalty for them. This is unacceptable. The refusal to set up the disassembled furniture also broke the terms of the agreement. The compensation came nowhere close to covering the losses. This business' practices are shameful.
    Sincerely,

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

True Way Moving and Storage is NOT a BBB Accredited Business.

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