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:12/27/2022

  Type:Customer Service 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.

  Date of Move: 7/29/22 DOT:3380603 REF#: UM633186 MC: ******* I have filed a Complaint with the ** ************************* and the ******************************* ********************** My "move" got off on the wrong foot as soon as the movers came. They immediately started changing the terms of the contract - telling me that I owed more money "because of the amount of boxes and furniture". I tried to photo the changes but the mover didn't want me to - he kept covering it up. I did get a few. I provided them with a complete list of what I had and even sent photos PRIOR to my moving date. I have sent numerous emails, texts and phone calls. NO response to date. They "lost: a 50" ************** a cushion to my NEW sofa, my late father's omnichord, my grandson's motorized ride on red truck, 4 glass shelves for my "NEW" end tables. Damaged items include miscellaneous glassware (In boxes marked "FRAGILE" - said boxes on the bottom of a stack of boxes and 2 lamp shades. The day of delivery of my things was ridiculous. They sent 1 man to unload everything! I had to pay 2 individuals out of my pocket in order to get my furniture. I am not going to just let this "slide!" I worked as a paralegal for over ************************************ I fully intend to pursue this matter until I get compensation and/or my day in Court. I have my evidence and am ready to provide same to you.Thank you for your kind and prompt assistance on this matter. ***************************

  Business Response

  Date: 01/04/2023

  Hello

  We're very sorry to hear that. We have emailed ***** information to file a formal claim back in August 29 2022 but customer did not file a claim so far.

  We have re emailed that information again today.

   

  Thank you

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18644688
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/07/2022

  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.

  Unlimited moving over Charged me 600 cubic feet they were also rough with my stuff and I have a lot of broken things due to how they handled my move and I have video with audio from a security camera to prove that with the angle on one camera you can hear stuff being slammed around in the truck but you cant see due to the angle of the truck I had rat poison in boxes with my kids toys that is a safety hazard for my children there was no communication on the companys part with the delivery they told my wife we didnt need the extra insurance because no one ever needs it they were supposed to send me a check for $4800 to cover being over charged for the cubic feet and I havent received it yet just off of the top of my head I have 3 broken tvs that were supposed to be boxed by there selfs and were boxed in boxes with other stuff tapped together all of my wifes glass cook wear is broken a ******* lamp is broken beds were broken and hardware lost they was rude with my wife when she called the get information I also have pictures of broken stuff and the rat poison in boxes with my kids stuff e-mail me so I can forward pictures and videos if you need them

  Business Response

  Date: 12/20/2022

  Hello

  Customer was quoted 1200 cubic feet based on a 10x20x8 storage unit 75% appx full. (According to customer) Initial total estimate was $7687.02.

   

  When driver showed up the unit was pretty full. He then presented ****************** with a new revised estimate of a totals of **** cubic feet with a new total of $12,769.48.

  Customer acknowledged and signed that revision. 

  Upon delivery, he claims that he asked the driver how much space does he think his items occupied in his truck. The driver who is not qualified to measure or confirm move sizes mentioned that he is not sure and provided A number of 1100 cubic feet.

  ****************** then claimed that Unlimited over charged him and requested a full refund of all additional charges. 

   

  After reviewing ****************** claim and by taking the fact that a storage unit of 10x20x8 cannot hold more then **** cubic feet, We are willing to reimburse ****************** the full 100 cubic feet difference in the amount of $950.00.

   

  Please see attached supporting documents.

   

  Thank you 

  Customer Answer

  Date: 12/29/2022

   
  Complaint: 18537079
  
  I am rejecting this response because: There has not been a resolution to the issue what there are trying to offer is a joke I have pictures and video that prove what I was saying the department of transit authority has even stated that they owe me $4751 for the over charge and when I tell them about the rat poison its like they dont care or have any concern about how dangerous that was the lady I spoke to told me that my stuff look smaller in a trailer because it is bigger than a box truck she couldnt understand that a cubic foot is a cubic foot no matter where you put it it dont change because its in a trailer the trailer had makings in it showing I only had **** cubic feet of stuff and I was charged for **** cubic feet and I have photos of where my stuff was with the marking on the trailer 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/31/2022

  Hello

  Customer items were in his own ********************** unit for over a year. We did not pack any boxes and that alleged rat poisoning could have been in one of his garage boxes along side with toys and might have spilled. We did and could not know what is inside customer boxes since we did not pack them.

  Any customer can attempt to have knowledge of our industry but the fact of the matter is that we are the professionals that know our equipment and the capacity of the space loaded. 

   

  Again, we offered a reimbursement of $700.00  for the alleged overage charges and at this point in good faith to resolve this we can offer a total of $1000.00.

   

  This is our last offer and we respectfully ask that if customer rejects that offer that this complaint will be closed as we/ the company attempted to resolve this with no luck.

   

  Thank you  

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18537079
  
  I am rejecting this response because:
  

  
  

   

  

  
  

  You can see where my stuff was from 400-1500 

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

• Initial Complaint

  Date:11/09/2022

  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.

  We have contracted with this company. Unfortunately they have lied about everything. They picked our furniture and boxes of home goods up on October 21st, here in ****************. They were to be delivered to Central *******. We were told we would have our belongings in 5-7 business days by the man we spoke with by phone originally. Then the men who put our belongings in the "unmarked" truck told us it would be more like 10 days. It has been 20 days and we have called the phone number we have on our contract 8 times now, on various days, and have received NO call back or any communication at all about where our belongings are!! Also They agreed to move our things for one price, we added nothing, and they actually did not take 2 things we originally had on our list, but charged us $1,000 more than they originally quoted!!We are very worried this is a scam and we may never see our things again! the fact they refuse to communicate is alarming, and certainly a horrible business practice in the least! They have OUR belongings and they owe us information! We still have much work left to do back in ******** (which we explained when we first agreed to hire them) and we feel hog tied here in ******* as we must be here to accept our things on arrival! We have no idea where are things are and we need answers! This company has storage facilities as well and say the first 30 days are free, after that they charge extra. We are NOT storing our things, they were hired to transport our belongings!We need help.

  Business Response

  Date: 11/22/2022

  Hello

  Customer initial estimate was to pick up ONLY 62 items going from ** to **. We ended ** picking up a total of 220 items !!! Customer was informed on pick up day and signed a revision to original estimate. (See attached)

  Customer 1st date to receive his items was 11/15/2022 but placed this complaint for waiting 20 days on 11/08/2022. (Why?)

   

  Customer received his delivery on  11/16/2022

• Initial Complaint

  Date:11/04/2022

  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.

  The initial date of the transaction occurred 10/1. I used **** to find a moving service provider and was contacted by Only Vans ********************************************** I was to pay an initial deposit of $783. On the date of pick up I paid $1800 cash. I wasnt informed until 10/14 that the deposit was kicked back by my bank. I tried several means of payment but the funds were returned due to suspension of fraud. I took screenshots of each transaction and sent them to Only Vans. The actual moving company, Unlimited Moving and Storage, contacted me on 10/18 to let me know they were en route. I tried to contact the moving company on several occasions prior to let them know of my banking issue. The mover were supposed to contact their supervisor and they were supposed to store my items nearby until I could rearrange delivery, but to no avail. I was contacted by an individual named *********************** on 11/1 regarding my account. I had explained that the movers, upon pick up, packed a bag I told them not to take that contained personal identification document that belong to my child and myself. I explained that I am willing to pay storage fees until I am able to come back to ******** to obtain copies of my documents since I am still a resident. This would be easier for me to transfer funds to a new bank, as well as find employment in **************.I was threatened by phone and via email to pay $2275 or my items will be auctioned off on 11/7. I have made several attempts to reach out to the moving company to reach an amicable agreement regarding the settlement of my account, but they will not respond to emails or phone calls. According to the ******** Storage Act, I have 14 days after the date of adequate and detailed notice of fees associated with my account to pay, however, they refuse to *************.

  Business Response

  Date: 11/08/2022

  Shipment was on its way on October 22, 2022 with a first available date of Oct 3, 2022. Customer did not accept shipment during her delivery spread, storage and redelivery fees were assessed.

• Initial Complaint

  Date:09/23/2022

  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.

  I contracted with this company 8/8/2022. They showed up then and i paid $500 for truck and when they loaded the truck i paid $760. i was moving from ********* to *******. They said it would be **** days before my belongings would arrive in **. when 18 days passed i called them on August 30th and they said give them another week. I keep calling the office in ***********, ** and no one is answering . i want to know where my stuff is.

  Business Response

  Date: 09/26/2022

  Customer first available date is 9/11/2022 with a delivery spread of 15 business days. 9/11/2022-9/30/2022. Customer will be delivered during her delivery spread with a 24 hour notice. 

  Customer Answer

  Date: 10/27/2022

  Please see attached*

  Business Response

  Date: 11/08/2022

  The customer was aware driver would arrive on October 27, 2022, to deliver her goods. Unfortunately, the customer did not have the money when the driver arrived. Storage and redelivery will b addedto her balance. Customer is aware driver will be delivering her goods on Wednesday, Nov 9th or Thursday, Nov 10th with a 24 hour notice.

• Initial Complaint

  Date:09/08/2022

  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.

  New Leaf Moving Group (whom I filed a complaint about as well) hired Unlimited Moving to do our move. I was not aware until Unlimited showed up at my house on Friday, August 26th that they were the movers. I thought it was supposed to be New Leaf. My original estimate from New Leaf went from ****** to ******. When Unlimited arrived they added an additional $8,000 for additional cubic feet (*****) plus charged me over $1,200 for supplies. It was my understanding from New Leaf that I was set for a little over $****** and now it goes up more. I had no choice as this was my moving date. While there, one of Unlimited's employees stole my 2 wedding rings which were in a makeup bag in the master bathroom. After police involvement my rings magically appeared in my garage so police came back. I did not press charges due to them having to keep my rings in evidence for the duration of the case. However, Unlimited did NOT provide any monetary compensation for what their employee did. Today on delivery they tried to charge me more money but I was not having it - $40,000 for a move was enough. Unlimited left my house in ******* trashed and now my home here in Washington. They do NOT clean up. They expect you to. I have damaged items and items that were not put together. I highly discourage anyone to run the other way from this company. We are looking to see if we have any legal action against them. They NEVER discussed any option for me to purchase additional insurance. Our hands were tied at this time as we sold our home in Algonquin and needed to move out. Also, Unlimited packed items that weren't supposed to be packed. Luckily my son caught it and we had to go through boxes.

  Business Response

  Date: 09/13/2022

  Hello

  New Leaf Moving Group is a Broker and Unlimited is one of their agents in the Midwest.

  Original estimate was to move a total of 345 items at a total price of $31,,080.01.

  On move day after the initial walk through driver noticed that we will have additional items to be moved. Driver provided customer with a revision to original price.

  Customer acknowledged the new pricing and signed the revision.

  Rings were recovered in customer house 2 hours after noticing they were missing and customer has them in her possession.  

  Customer was informed on the 2 insurance options that we provide and customer chose option 2 of the minimum coverage. Please see attached Valuation Addendum.

   

  We have emailed customer with information to file damage claim.

   

  Please see attached supporting documents.

• Initial Complaint

  Date:09/06/2022

  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.

  I finally received my belongs from unlimited moving and storage after two and a half months. They subcontracted my move to a third party which was Atlantis Van **** from *******. Most of my belongings were damaged and destroyed. They went through six of my boxes that I packed and threw it into three large boxes. I had no choice but to pay before I can even see or get my belongings and I had to sign a contract stated that I was happy with my move. The guy who delivered my belongings told me I had three months to file a claim, its almost two months now and I havent even received a settlement yet. ********************* from the company text me that she will call me Monday morning to discuss the move but she never called. I reached out to her twice with no resolution. I need to get my broken furniture reimbursed and my family missing items reimbursed. This has been a nightmare from the beginning to the end.

  Business Response

  Date: 09/08/2022

  

• Initial Complaint

  Date:08/27/2022

  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.

  SCAM ******! Quoted one amount to handle 900sqft to pack and move from ******* to KC and 2 months storage. The quote was based on THEIR calculations of my stuff. They arrived with a 26 truck (large enough to handle it) but said they didnt know there were supposed to pack everything and wanted to double the fee. I sent them away and they said theyd be back in a week after we packed ourselves. Upon their return, they brought a 16 truck claiming it was a 26 truck, unpacked some of our belongings to ensure it wouldnt fit and tried to force us to pay double because they had to get a second. 16 truck for it to fit. Called 2 days later asking where they were supposed to take it as if they werent supposed to store it for 2 months. Now they dont answer the phone, return phone calls or emails. They have everything I own and refuse to respond.

  Business Response

  Date: 09/01/2022

  Hello

  **** wasn't on site at pick up, ****** was. Original estimate was based on picking up 125 items at a price of $6479.00. When crew arrived and completed the initial walk through and according to ****** indication they noticed that we will be picking up more items then was initially agreed upon. ****** presented ****** a new revision to original estimate with a new total of $13,110. We ended up loading a total of 206 items which is clearly almost a double of original estimate. **** and ****** are well aware of this price increase and acknowledged it.  

   

  Please see attached documents. 

   

  Thank you

  Customer Answer

  Date: 09/02/2022

   
  Complaint: 17785383
  
  I am rejecting this response for several reasons being:

  1. A complete walkthrough room by room was done over the phone and even added additional items so that there would not be an unexpected surprise for more items.

  2. The first time movers came out they then upped the quote to ****cf from the ****cf.

  3. The next time the movers show up they add another 200cf to a total of ****cf. I have pictures proving that the whole house was packed into the garage minus the largest items *********** bookshelves). It was the decision of the movers to unpack items and rebox to add additional cf despite my numerous protests for them to do so.

  4. Movers brought a 16 truck (I have pictures and measurements) that has a 700cf capacity and tried to say that it held ****cf. With 2 trips they changed the move to ****cf for moving. I highly disagreed with them and would only agree to ****cf but I was held captive by the fact they would walk out or destroy my things, therefore I had to sign the new quote.

  5. Per the *** of a ******** moving company, a 26 truck wouldve been able to hold ****cf, which would have been necessary for the initial quote. Unlimited choosing to bring a 16 truck holds them responsible for needing the extra move costs.

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

  Business Response

  Date: 09/08/2022

  Hello

   

  Again, Originally  had an agreement to move a total of 125 items from IL to KS with a total cost of $6479.00.

   

  On move day our driver noticed that you are planning to move more items then was agreed upon and provided you with a revision to original cost. You agreed and signed!!!

   

  Lastly, it does not matter what size of truck we are using what matters is we had an agreement to move a certain items count and ended up picking up almost double that amount and you signed and approved that new revision.

   

  ****, you cannot sign, approve and let us serve you and then turn around and abusing the BBB establishment to reverse your agreement.

   

  I would request this complaint to be removed. We have attached all supporting documents showing ************** signature on that increased revision and the inventory list showing moving 206 items instead of 125.

   

  Thank you  

• Initial Complaint

  Date:08/17/2022

  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.

  Lost broken items during my move

  Business Response

  Date: 08/26/2022

  Hello

   

  **************** move was back in 09/2021 and delivery was completed on 11/03/2021. All customers has up to 120 days to file a formal claim with our company. **************** did not do so and it is over those 120 days.

   

  We respectfully request closing this complaint. 

   

  See attached.

   

  Thank you