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:09/18/2024

  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.

  We used Elite moving and storage for a move within the city of *******. They lost three large pieces of furniture, which we reported on the day our shipment was delivered. They promised to follow and never did. They are also refusing to refund us for our lost goods. This place is an absolute scam.

  

  Business Response

  Date: 09/20/2024

  Hello,

  We are sorry if the items are missing. We have spoke to client and emailed him a claim form that he needs to fill out. Once we receive it, we will process it as soon as possible based on the liability coverage that client selected with the move.

  Regards,

  Elite Moving

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

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22305429
  
  I am rejecting this response because: I submitted the requested paperwork and still have not received a response. 

  I followed up with the company multiple times before they would even circulate the paperwork for me to complete.

  In addition, the contract that Elite requires consumers to sign the day of the move is a predatory adhesion contract. 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 09/20/2024

  Hello,

  I am sorry that this answer is not acceptable.

  This client had storage in in April job and Storage out on 9/13.

  He called us around 3pm on Friday to let us know that there are 3 items missing. TV stand and 2 book Selves. We did advise that need to check and will call back.

  The warehouse was closed for the weekend and on Monday we start the search and needed to check all the jobs that came in on the same day in April to verify if we have it. That takes time as everything is stocked for a long term storage. Another thing that delayed the search - that the 2 large book shelves that client is saying we are missing - were not on the inventory list that were picked up from his home in April. 

  Client called back on 18th, Wednesday, to check the status of this and we advised him that the 3 items he is looking for, are not in our storage. We sent him a claim form on that same day of 9/18/2024.

  He has 90 days from 9/13 to file a claim. Once the claim is received, it will be reviewed in the order it is received and client will receive a settlement based on the liability client chose at the time of booking our company.

  We use standard contract that every moving company uses and on all local moves the free liability coverage is the same unless client choosing to purchase an additional insurance.

   

• Initial Complaint

  Date:07/13/2024

  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.

  Our agreement was not honored due to the involvement of a third-party service and their unprofessional conduct, which resulted in damage to my belongings and my apartment and forced me to incur unnecessary out-of-pocket expenses. Also, the agreed-upon services were not fully rendered, and proper documentation was not provided. Lastly, they did not adhere to FMCSA regulations.Third-Party Involvement:-Its clear that the involvement of a third-party caused major issues. Transparency is crucial in such situations and required. When a company engages subcontractors or third parties, they should communicate this clearly to their clients.-The fact that the third-party wasnt named on the Certificate of ******************* is concerning. Proper documentation and transparency are essential for accountability.-The BOL also needs to provide the identifying information of any carriers outside of elite Missing Essential Documents:- The failure to provide the final Order of Service and Bill of Lading at the time of pickup is a serious oversight. These documents are critical for both parties to understand their rights and responsibilities.- The timing of the Binding Estimate and the incorrect document sent further compounded the issue. Compliance with FMCSA regulations is essential for a smooth move and this was not done.-The company that completed the move was: MSN LOGISTICS GROUP *** (DOT: ******* MC: 00096898)Property Damage and Mishandling:-Damage to belongings and property due to mishandling is unacceptable. Moving companies should take utmost care during the entire process.-The fact that the individuals who delivered my items were not part of Elite, despite assurances to the contrary, is deeply concerning and not allowed. Completion of ****** Services:- Refusing to rebuild and install furniture after disassembling it is a breach of the agreed-upon services. - Moving companies should honor their commitments fully, from start to finish.

  

  Business Response

  Date: 07/15/2024

  Hello,

  I am sorry for any inconvenience that this move caused. Here is respond to the complaints that were listed through the BBB.

  Client mentioned that Elite did not provide him documents for his move (these are the same documents he had requested in the gmail attached here but weeks after the move was completed)

  rights and responsibilities that should be give to clients - were emailed as a link in the order of service in April that client signed in order to hire our services
  The BOL that includes the inventory was emailed to client right after the pickup by the ******* that was in his home as it was an electronic BOL. Client did mention he had not received it and it was resent to him by the office
  at the delivery - it was a paper BOL and Inventory. The client took pictures of it not to wait for the driver to fax them to us and email it to client.
  the COI - client asked for this document 2 weeks after the move was completed and it was a general COI sent to client with only our name on it. Specific COI for a specific move should be requested before the move (if needed) and our insurance agent will prepare the one that is needed by clients building.

  Damages: client attached pictures of damaged items within the boxes - al of the images attached to this complaint are of items that were packed by owner and do not come close to the standard of how items should be packed for a long distance move. The boxes are half empty and no packing paper or bubble wrap used at all. These items will not be insured by any movers as they were not packed correctly.

  The client had issues with the delivery carrier and he was not happy with their service - We have offered $1,000 for their trouble and client have denied it.

  We still stand at $1,000 

  Regards,

  Ira

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

   

   

   

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 21984951
  
  I am rejecting this response because: 

  First, Elite is not addressing my number one issue: after asking about third-party carriers Elite verbally confirmed multiple times that they would not use a third-party to complete my move. In email correspondence since the incident, not before, Elite finally confirmed they did in fact use a third-party: MSN ******************* DOT: *******. This third-party, mishandled and damaged my person property. If Elite had told me they may use a third-party, I would have either not worked with Elite or I would have selected to full insure my property. I trusted Elite, and now Im in this situation.

  Next, Elite claims that the SIGNED *** was provided by the ******* as it was an electronic *** in email once he completed the move. This never happened. We know this to be true because Elite apologizes for not sending me the information sooner when I reached out over a month later after being sick of waiting. This is in the email pdf I provided in my complaint. 

  If Elite really did send an email after the pick up was completed, Elite should be able to produce that email with date and time. They do not seem to be able to do so.

  Again, according to regulations I am supposed to receive the *** at the time of pick up. Bringing up the fact that I took pictures of the *** at the **** OF RECEIVING THE SHIPMENT is inconsequential and irrelevant to this discussion. As a matter of fact, I had to do that because Elite did not provide any *** at the time of pick up, and I needed some form of the *** to check my inventory and hold Elite accountable for the damage.

  Elite is also wrong about the time I requested the **** As the email pdf I provided shows, I requested the *** over a month after the move was completed, not two weeks.  All I was looking for was to see whether or not the third-party mover was named on any policy to provide transparency, but they were not.

  Around the issues of damages, Elites claims that the boxes do not come close to the standard of how items should be packed is inaccurate. First, many of the boxes were wardrobe boxes, which by their very nature contain some room. Elites own movers claimed that these boxes were find to move as is. Other, smaller boxes were smashed open so hard that they burst open on the edges. Thats because the boxes were packed efficiently and so the only place the contents could move were outward. That is, there was no room in the boxes as Elite claims, and the smashing of these boxes caused them to explode. Finally, delicate items were wrapped in bubble wrap AND paper as the pictures show. Other items had to be unwrapped to show damage. This is obvious. Im not sure how Elite does not see this.

  It's true that I was not happy with the delivery carrier, but as  Elite mentions in their own email response to me (highlighted text in the attached email correspondence), Elite was responsible for the whole move.

  There was no offer of $1,000 made. Please see second attached email. The exact words are the exact opposite of the claim Elite is making: We can not offer $1000.00 for the damaged items, that goes very much over the $0.60 that is paid for. (I had made an offer of $2,500 to resolve the issue as you will see in one of the email attachments, but it was denied.)

  At this point, reading this latest correspondence and the continuation of false claims made within, Ill only be satisfied with a full refund. 

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

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

  

  Business Response

  Date: 07/24/2024

  Hello,

  First of all i am sorry for the frustration. Our final offer is $1,500.00 to try to resolve the damages at the delivery. This amount is offered from Elite and not form the contractor. So elite is taking the responsibility for the delivery.

  All the issues are addressed. Most of these issues do not have a reason for discount or refund. There is a confusion here as there are too many correspondences between the client and us and now the BBB.
  

  ***: After the pickup on every job, same as for this client, ******* emailing a copy of the *** (that was signed by the client) to the client. This was done on this job as well.
  At the delivery it was a paper document and unfortunately the carrier did not have the additional cop to give the client at that time so the client did take a picture of it (i understand that this is not a norm and that the driver should have given the 2nd copy we gave him with this shipment).

  The email that client is attaching here and keep referring to as a proof that we did not send that info and using our reps reply that she is "sorry for the delay in sending these documents" is an email that client sent us AFTER the delivery requesting the paperwork and the **** Our rep was away for few days and responded few days after she got that request and in her reply she said sorry for delay in getting it to you - but the reference is to her reply in few days after the email was sent to her. not stating that these documents were never sent before.

  Our COI can not have any contractor listed on it because it is our **** each contractor will have their own coi for their job. this has no connection to what contractor can or can not be used.

  Every moving company using employees and contractors. that is standard practice in the industry. We are sorry this client did not have good experience with this particular company and we since stopped using them.

  The pictures of damaged items that were attached to this complaint showing half empty boxes that were packed by client and fragile items wrapped in cloth or towels. No company would pay anything for damaging items that are wrapped this way.

  We are still offering the $1,500  - that amount is significly higher of the 0.60 per pound that client agreed to.

   

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 21984951
  
  I am rejecting this response because:

  Elite claims that all of these issues were addressed, but none of them are. Elite cannot just say that most of these issues do not have a reason for discount or refund. They broke regulations and were not transparent in their business practices, leading to damage of my property and me making an uninformed decision about insurance. 

  ***: Elite keeps saying that they emailed me a copy of the *** at the time of pick up. Again, they did not provide me with a copy of the *** at the time of pick up which is against regulations. If they actually sent this email, they should have been able to produce a copy of it when I asked in my last message. They have not been able to do so. Elite also makes a good point in this last message: they also did not give me a copy of the *** at the time of delivery. I had to take a picture of it.

  Contractors: As I have now said multiple times, I understand that every moving company may use a contractor, so I asked Elite if they would use a contractor twice and they said no, Elite will be delivering my shipment. It is my fault for not getting this in writing. But because I was not told the truth about how my move would occur, I made the decision to not have my shipment fully insured, because I trusted Elite. If I had been properly informed, I would have been able to take a policy that protected my shipment. 

  Pictures of damaged goods: The idea that my boxes were half packed is preposterous. These boxes were wardrobe boxes which by their nature have space in them. Other boxes were packed tightly, and still were smashed open. Elite is harping on this wardrobe box claim without acknowledging that even tightly packed boxes were smashed open. Also, the fragile items pictured were wrapped in towels, cloth, and also bubble wrap. I didn't think to capture every detail of my damaged goods. At the end of the day, even the bubble wrap didn't save these items from being smashed by Elite's handling. Yes, it could have been the contractors that did this, but as Elite says, the contractors are their responsibility and so Elite did not handle my goods with the care thy promised. 

  Elite continues to make no admittance of any wrongdoing. Had they just admitted to some of these basic facts (like not sending the *** and not admitting to using a third party to move our stuff) I would have been more amenable to this offer that's far below what I suggested months ago.

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

• Initial Complaint

  Date:06/27/2024

  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.

  On 6/18/24 I was giving an estimate from the moving company with the total charges to be $3,637.55. On 6/25/24 the movers came and packed my apartment. Throughout the day they mentioned you have a lot of stuff but never said anything about a new estimate. At the end of the day, after they had packed up everything, they said the new charges were $8,900 and that we would not be able to receive our items until it is paid in full. They did not tell us the new total until they already had all of our items. If they had told us at anytime during the day what the new cost would be we would have immediately canceled the service because we cannot afford that amount. We feel that they should have been upfront about the cost and that they took advantage of us. We now have access to none of our items until we pay them. We spoke on the phone with them on 6/27/23 but they refused to budge on the price saying that we had many more things than what was estimated. But they could have given us a new estimate anytime during the move. We had to pay them $4,450 on 6/25/24 which was on a credit card. They are demanding that we pay another $4,450 when they move our things to the second location in cash. We believe they acted in poor faith and should have told us ahead of time that our total cost would be more than double the estimate.

  

  Business Response

  Date: 06/27/2024

  Hello,

  I am sorry the client had a hard time with their movers.

  We do not have any client s by that name, with that phone number or with the email in the complaint. Please ask the client to provide us with the moving contract or bill of lading. On this document we can see who is the company that was in contact with this client.

  There are many companies with similar name.

  We are Elite Moving and Storage in *********** **. we have no connections to any other company with similar name.

  Feel free to call me at ************.