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:07/17/2025

  Type:Billing 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.

  Fraudulent Billing, Invoice Tampering, Coerced Payment, and Unethical Business Practices I am filing a formal complaint against Coffey Bros Moving due to a series of deceptive and coercive practices I experienced during a recent move.I received a written quote for my move from ****** *******, which was confirmed both several weeks in advance and again 24 hours prior to the scheduled date. The move was modest in scope, involving three dressers, two nightstands, one small gas grill, and an **** wardrobe.Upon completion, the movers presented me with a final invoice that was nearly double the original quote, without any valid explanation. When I attempted to dispute the charges, I was told that unless I paid the full amount immediately, they were instructed not to release my furniture.Further issues:The invoice was altered after the fact, and my signature was pasted onto the new version without my consent Attempts to contact the companys main office for clarification were met with refusal to speak and the call being abruptly disconnected I was told that payment could only be made via Zelle, and this was explicitly stated as a way to avoid submitting the invoice to the credit card companyeffectively eliminating my ability to dispute the charges.These actions constitute consumer fraud, forgery, and coercion, and may violate several Illinois statutes, including:Illinois Consumer Fraud and Deceptive Business Practices Act (815 ILCS 505/)Uniform Deceptive Trade Practices Act (815 ILCS 510/)Forgery under Illinois Criminal Code (720 ILCS 5/17-3)I am requesting:A full refund of the overcharged amount A written response from Coffey Bros An investigation into this matter by the BBB to prevent this from happening to other consumers This was an extremely distressing experience. No consumer should be subjected to intimidation, false billing, or unauthorized use of their signature. I hope the BBB will take this complaint seriously.

  

  Business Response

  Date: 07/17/2025

  Please contact our ***************** at ********************************** we will be more then happy to investigate and address your concerns accordingly. Thank you.

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23613590
  
  I am rejecting this response because:

  the business is not taking responsibility for fraudulent charges and coercion and duress. Per their email sent this morning and attached, they are not taking responsibility for pasting my signature without permission into the updated document. Per their practices and other customer reviews, this is a common scam thats being run by the business. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 07/21/2025

  Please be assured the customer signed the Estimate Revision on her own accord and the signature was not "pasted" from another document. This document also includes a timestamp and date when the document was signed. We considered this claim to be closed due to the customer signing in agreements to the revised estimate prior to our mover's beginning the job. Thank you.

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23613590
  
  I am rejecting this response because:

  false claims from the businessthere are multiple reviews stating overcharged amounts and inability to pay with anything other than cash or Zelle due to fraudulent practices. Nothing was ever signed beyond the original agreement. Unlawful furniture hostage and other issues as explained earlier. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:06/19/2025

  Type:Billing 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 had a multi-day move estimated and scheduled where 5/29/2025 movers were to come to our home, load the truck, drive to our storage unit to load our additional items and then truck would be stored at the moving facility. 5/30/2025 the movers were scheduled to unload. We provided all furniture items in our condo as well as the storage unit in the estimate and were upsold insurance to cover our property. There were multiple issues that happened over the course of these 36 hours. First - the employees executing the load-out at our home got into multiple verbal altercations, which resulted in one employee quitting in the middle of the move and leaving the work for 3 people on 2. This caused the move-out to last about double the time than it should have. Total move time estimate was ~7 hours and this took over 5 hours. They also ran out of space on the truck. We did not load our storage unit items nor an outdoor furniture set we had on our estimated quote. Second - My husband called dispatch and Coffey Bros corporate multiple times to raise concern and address the issues and they screened his calls. I called from a different number and they answered right away. The resolution was to talk to their claims department. Third - Our move-in window on 5/30 was from 3-5pm. We had to call several times to confirm someone was coming. Movers arrived around 6:30pm. We were told they could go to the storage unit at night, but at 8:30pm after unloading we had exceeded the total cost estimate of the move and did not feel appropriate to go to storage unit and do another unload, keeping us (and them) away from our families for several more hours.Fourth - We had a few damaged items which we submitted a claim for since we were sold insurance. They denied the claim due to us packing the items ourselves. Why would they upsell us insurance if we did not have them pack the items to begin with? They continue to screen my husband's calls to address these issues and talk resolution.

  

  Business Response

  Date: 06/20/2025

  We do not have a customer in our system under this name. Please provide the name used to book the move and we will happily address your concerns accordingly. Thank you.

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 23491906
  
  I am rejecting this response because: Apologies, I ran out of space in the explanation. My husband's name is ****** ************ and that is who the move was booked under. We are trying our best to provide detailed information and work with the company, and we have to tackle this as a team due to his work schedule. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 06/23/2025

  We have concluded our investigation into this claim and sent our determination according to our Terms of Service. 

• Initial Complaint

  Date:06/09/2025

  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 scheduled an approximate 3 hour move for a 6 mile local move on March 26 2025 quoted via telephone and email agreement ****** an hour. I paid a ****** deposit on that date. Today, June 9th the movers came and was approximately a 3 hour move. I was FORCED to pay ****** in addition to the ****** deposit or they wouldn't release my belongings. This company blatantly scammed me out of money and lied to me. Nobody will return my phone calls or emails.

  

  Business Response

  Date: 06/10/2025

  Our ***************** did receive your email and are currently reviewing the concerns you have outlined. We appreciate your understanding and patience as we proceed with our investigation.
  
  

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23447422
  
  I am rejecting this response because: The company is reviewing my complaint and I haven't received a resolution as of 6/10/25. 
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 06/11/2025

  Please be advised that claims are addressed in the sequence they are received. As this is our busiest period, the processing of claims may require additional time. To facilitate the resolution of a claim, it is necessary to adhere to established policies and procedures. While we appreciate the information provided in the initial correspondence, a thorough investigation is essential to accurately determine the circumstances and obtain input from all relevant departments. We would like to inform you that standard *** Guidelines mandate acknowledgement of claims within 30 days and settlement (either approval or denial) within 120 days. Although we do not expect your claim to take this long, we wish to ensure you are aware of the maximum allowable timeframe.

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23447422
  
  I am rejecting this response because: they had no problem increasing the cost of my move to almost double the price the day before the move was scheduled. Not an acceptable answer. 
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:06/04/2025

  Type:Billing 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.

  Complaint Against: Coffey Bros. Moving Issue Type: Overcharge & Property Damage Desired Outcome: Refund and compensation Complaint:We hired Coffey Bros. Moving after receiving a quote of $716 from their Head of Sales, ******, who assured us that materials like boxes and plastic wrap were included. He also told us wed likely pay less than quoted. We have phone records confirming this conversation. However, we were charged $1,490.09, more than double, with no justification or transparency.On top of the overcharge, multiple items were damaged due to carelessness by the movers. We submitted a damage claim, only to be told we had $0.60/lb liability coverage. However, this coverage was never explained to us, and we were not given a choice the movers selected it without our consent or understanding. We feel this was intentionally misleading.We have spent weeks following up, often being ignored. While ***** from the team tried to help, management has avoided accountability. Our overcharge claim was denied, and the damage claim is still unresolved.This situation has caused serious emotional stress and financial loss. Coffey Bros. advertises affordable, stress-free moving our experience was the exact opposite. We believe we were misled, overcharged, and treated unfairly.We are requesting a refund of $774 for the unjust overcharge and fair compensation for damaged items, not limited to the inadequate and improperly applied $0.60/lb coverage. We also ask for a formal apology and full acknowledgment of the mishandling of our move.

  

  Business Response

  Date: 06/05/2025

  We have conducted a thorough investigation to this customer's claim and provided the customer with our final determination. Unfortunately, this customer remains dissatisfied with our determination and as a result is defaming our company publicly. 

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23419330
  
  I am rejecting this response because:
  
  am rejecting Coffey Bros Movings response because it fails to address the core issues of my complaint and simply reattaches an invoice Ive already seen. This does not respond to my concerns, nor does it resolve the misleading pricing, mishandling of my belongings, or lack of transparency in coverage options.
  
  
  To begin, I was quoted $716 by their Head of Sales, ******, who clearly stated in a recorded phone call that materials like boxes and plastic wrap would be included in the quoted price. However, I was ultimately charged $1,490.09 more than double the amount quoted for materials I was told would not be an additional charge. When I raised these concerns, I received vague and conflicting responses, followed by delays and denials.
  
  
  In addition, several of my belongings were damaged during the move. When I submitted a damage claim, I learned for the first time that we had been placed under $0.60 per pound liability coverage the lowest tier without being offered or informed of any other options. This directly contradicts standard moving practices that require customers be given a choice of coverage tiers before the move begins.
  
  
  Most alarmingly, after sharing a truthful, documented account of my experience on social media, I received a hostile and threatening email from Coffey Bros, accusing me of extortion and demanding I remove the post despite the fact that everything I shared was factual and backed by receipts, photos, and recorded calls. This was clearly an intimidation tactic, and it is deeply concerning.
  
  
  Lastly, after conducting further research, I discovered that multiple other customers have experienced nearly identical treatment being quoted one price and charged much more, being misled about materials and coverage, and being treated dismissively or aggressively when concerns were raised. This is not an isolated incident it reflects a repeated pattern of deceptive and unethical business practices.
  
  
  Their BBB response does not address these points in any meaningful way. I am requesting a refund for the overcharge and a fair resolution for the damages, and I believe the BBB should take their recurring conduct into serious consideration.
  
  Sincerely,
  
  ********** *********

  

  Business Response

  Date: 06/06/2025

  While each of these concerns has been addressed in detail on multiple occasions, it appears that the customer remains dissatisfied with our findings and continues to express her grievances. Regrettably, due to a series of legal threats, attempts at extortion, and actions publicly defaming our company, we have had to cease direct communication with this customer. Despite the customer's continued dissatisfaction, ********************** considers this matter to be closed and resolved.

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23419330
  
  I am rejecting this response because:

  I respectfully reject the businesss response, as it contains several misleading and inaccurate statements, and it fails to address the core issues of my original complaint.
  
  
  Misrepresentation of Legal Threats and Extortion Claims
  Coffey Bros. has mischaracterized my efforts to seek a resolution as legal threats and extortion. I have exercised my right to pursue appropriate legal and regulatory avenues due to the companys refusal to address clear billing discrepancies and mishandled property. This is not extortionit is a consumer exercising her lawful rights after being wrongfully charged and left with damaged property.
  Inaccurate and ******************************* charged us $1,490.09, which is more than double the quoted amount of $716 provided by their Head of Sales, ******. ****** clearly stated on the phone that the materials (boxes and plastic wrap) were included. The upcharges were not disclosed in advance, and we were misled at the time of service.
  Lack of ****************************** Options
  Their movers opted us into the lowest liability coverage$0.60 per poundwithout informing us of other coverage tiers available, which we later found out should have been presented to us. We were not given a choice nor informed of our rights under Illinois law. This lack of informed consent invalidates their use of the agreement as a justification for denying our damage claim.
  Multiple Items Damaged
  Several of our belongings were damaged during the move due to careless handling by the crew. This includes furniture and household items, all of which were documented and reported. The damage was not minor and contributed significantly to the emotional stress of the experience.
  Documented Pattern of Misconduct
  Numerous customer reviews online reveal a consistent pattern by Coffey Bros. Moving of misleading quotes, charging inflated fees after the move has begun, failing to disclose coverage options, and denying damage claims. This shows that our experience was not isolated but part of a repeated business practice.
  Ongoing Public Interest
  I created a TikTok video sharing our experience, which gained public attention. Coffey Bros. responded to this not by addressing the facts of the matter, but by issuing a threatening cease-and-desist email, further escalating the situation instead of working toward resolution.
  
  
  
  
  In conclusion, Coffey Bros. Moving has failed to resolve our concerns in good faith, and their aggressive response is an attempt to silence legitimate consumer feedback. We are asking for a fair refund of the overcharge, an acknowledgment of the mishandling of our goods, and a re-evaluation of their claims process in accordance with state regulations and consumer rights.
  
  Sincerely,
  

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

• Initial Complaint

  Date:06/02/2025

  Type:Billing 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 worked closely with ***** to book the move. The move consisted mostly of boxed furniture into a new office from our residence. We had number of boxes, and agreed to 3 movers and the truck size. The deposit of $260 was paid at the beginning of May for a June 29 move date. All was confirmed the day before, there was a small increase to the price because I added a base insurance. On June 29, the movers show up and there are only 2 guys, not three as agreed. We get to our drop off location, and the fee is $600 over the agreed to estimate. They say it's because it takes longer, but 3 guys would have easily done the work in a fraction of the time. The movers stop working , but are on the clock as the moving company tells me the cost is much higher than the estimate. The guy on the phone apologizes, backtracks, and tells me the total is $1,150, not the $1,325 they sent. Which was great. The estimate was for $940.75. Out of the blue, on the day of the move, the estimate jumps up to $1,196.55. $1,572 was the total cost, which is almost double what we were expecting and quoted. It was explained that the move would be the same price just take longer with two instead of 3 movers. Of course. I was also told they would refund the overage payment, which was an hour and 1/4- no refund has occurred yet. It was confirmed we would be getting a refund. It's been 2 days. These people are unethical, patronizing, and unprofessional. They say one thing and do another.

  

  Business Response

  Date: 06/03/2025

  Our ***************** has not received any communication from this customer in regards to this concern. Please contact our claims department at ********************************** so that we may investigate and address this accordingly. Thank you.

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23402862
  
  I am rejecting this response because: I have sent the following email to the email address provided:

  "Dear *** or Madam,
  
  
  I worked closely with ***** to book the move. The move consisted mostly of boxed furniture into a new office from our residence. We had an idea of the number of boxes, discussed the scope of the move and agreed to 3 movers and the truck size. The deposit of $260 was paid at the beginning of May for a June 29 move date. All was confirmed the day before, there was a small increase to the price because I added a base insurance. On June 29, the movers show up and there are only 2 guys, not three as agreed. We get to our drop off location, and the fee is $600 over the agreed to estimate. They say it's because it takes longer, but 3 guys would have easily done the work in a fraction of the time. The movers stop working as the dispute is discussed, but are on the clock as the moving company tells me the cost is much higher than the estimate. The guy on the phone apologizes, backtracks, and tells me the total is $1,150, not the $1,325 they sent. Which was great. The estimate was for $940.75. Out of the blue, on the day of the move, the estimate jumps up to $1,196.55. 
  
  
  $1,572 was the total cost, which is almost double what we were expecting and quoted. 
  
  
  It was explained that the move would be the same price just take longer with two instead of 3 movers. Of course. I was also told they would refund the overage payment, which was an hour and 1/4- no refund has occurred yet. It was confirmed we would be getting a refund. It's been 5 days since the move. We were expected to pay by ***** the same day, but have not applied the same courtesy applied in return. 
  
  
  I have found your business practices to be unethical, patronizing, and unprofessional. Your practice is to say one thing and do another.
  
  
  I would appreciate a refund for the difference between what I paid for the move and the original quote (not including the $75 insurance fee I added) to come to a refund total of $557.
  
  
  I look forward to your response.
  Truly,
  ******* ******"

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

  

  Business Response

  Date: 06/04/2025

  This customer just initiated a claim today and our ***************** is now actively investigating this claim. Thank you.

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23402862
  
  I am rejecting this response because: the business has not addressed the issues, merely acknowledged I have communicated with their complaint division. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 06/17/2025

  Our ***************** has concluded their investigation and emailed the determination to the customer accordingly. Therefore, this claim is considered closed. 

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23402862
  
  I am rejecting this response because: *************** has not refunded the money they said I was owed, which was $269 - told to me by *** at *************** on June 2 in our phone call  what was actually refunded was $134.67 on June 3. This business has consistently told me one thing and done another. At no point do they take ownership of their mistakes, misinformation, and inaccurate promises. 

  They owe me money not only because they said the refund would be $269, what was actually refunded was $134.67. They have lied to me every time I have had interactions with them.

  *************** charged me $1,572 when the estimate was $940.75. They said there would be 3 movers, there was 2. The move took a lot longer because they didn't have the other person, and then made me pay for the time I was trying to figure this out with a person in the office, who told me the move would cost $1,100 - and not to worry about it. That wasn't true either.

  This blatant disregard is another example of their lack of professionalism.

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

• Initial Complaint

  Date:05/30/2025

  Type:Billing 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.

  Tuesday May 27, 2025.Amount paid was $1761.I reached out to movers due to a need for an emergency move. I have not felt safe in my current residence. I had to put an order of protection on an ex but things have still been happening. The original amount that I was quoted and signed for was $934. But when the movers showed me my balance on a contract the amount jumped to $1255 but I never signed it for that amount. The movers informed me that without me signing I could not get my property taken off the truck. They didnt even finish the job. They called me right when I left the parking lot and informed me that they had 5 mins left before they had to stop. They said they needed 10mins to finish the job just a few more boxes and if I wanted more time it would cost extra. They were told that they could leave the few boxes left and my brother and I could load the rest. They left more than a few boxes and parts of my furniture in the hall of the storage facility. The place closed at 10pm so I had to wait until the following morning to finish the rest of the loading.

  

  Business Response

  Date: 06/03/2025

  Upon review, we have not received any communication from this customer in regards to this concern. Please contact our claims department at ********************************** we will then be able to investigate and address this accordingly. 

• Initial Complaint

  Date:05/27/2025

  Type:Billing 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 booked a move with Coffey Bros Moving and got quoted a price of $984 and once all my stuff was loaded and moved to my new destination they presented me a price of $1506 that I had no choice but to pay if I wanted to get my stuff off of the truck. Here is the email I sent to them with no resolution:******/****, First and foremost I would like to express that I am incredibly disappointed with the way the move was handled from an administrative standpoint. I have moved 8 times in the past 10 years and this was easily the worst experience.1. I was quoted $984 for the move and the total amount was $1506. This kind of bait and switch pricing is unacceptable. 2. I spoke to **** several times on the phone about the move and mentioned that I was not okay with being charged extra for any kind of packaging, extra wrapping, etc and he assured me that I was just paying for the movers time. 3. The movers asked me to use MY MATERIALS, extra flat boxes that I had, to protect some of the items which I said was fine, nothing to be charged for here. 4. I bought the movers lunch and gave them a $100 tip to which they responded "usually the tip is 15-20%", a very uncomfortable and rude thing to say to a nice courtesy. 5. No extra materials were used and none of the services deviated from the original quote.Please refund the access payment in a timely manner.Thank you,

  

  Business Response

  Date: 05/28/2025

  Our ***************** is currently in the process of investigating this claim further. 

• Initial Complaint

  Date:05/27/2025

  Type:Product 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.

  This Company send me too many estimates after he received my deposit .i ask this manager(******) over the phone why you send me 4 estimates he send no only we send you one .i told him this way not good for me and i ask him please refund my money my $250 he said no .your deposit not refundable. He never say something about this and we never signed something like this. After one day from my call he send car to my house and his driver called told me I am in your house driveway with any scheduled from me. He still keep money. 

  

  Business Response

  Date: 05/28/2025

  This customer has not opened a claim with our company. Please email *********************************************************** 

  Customer Answer

  Date: 05/30/2025

  Complaint: 23380556
  
  I am rejecting this response because: I did my complaint over the phone ***********) with the manager in the company. COFFEY BROS. This manager's name is ****** *******. I called more than 4 times, and I texted him. He always gave me a hard time. He told me the company never changed the estimate. I told him, Please send my $250 back because your company gave 3 different prices. He refuses. He said, We give you one price. I try to call this company or this manager more than 10 times, but no answer or "please hold on"nobody ever answers me. Thank you. Here are copies of 3 estimates with different prices. Screenshot from text messages between me and this manager. ****** *******.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 06/03/2025

  Our Sales manager is unable to process claims, however, our claims department can further assist you. Please contact our claims department at ***********************************************************. 

  Customer Answer

  Date: 06/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:05/15/2025

  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.

  I contacted this company on or around 4/24/25 for an estimate for a 2 block move on 5/1/25 that involved minimal furniture and less than half of the belongings contained in 2 BR condo. After speaking to an employee named **** who provided assurances that their movers would be able to arrive at 7:30am for a move between two condo buildings with a move-in window of 8am-12pm , I sent a $250 deposit towards the estimate quote of $707. I was aware that the Peloton bike I own was subject to an additional fee. On May 1, I received a text message at nearly 8am advising that the movers would arrive shortly before 9am. They didn't arrive until 9:20 (so more than 90 minutes after the time I was told to induce deposit payment). While the two employees were "nice," and separately commented that I had done an efficient job packing a few dozen boxes (which included my beds and frames, as the only furniture they moved was the peloton, a small office chair, and a tv cabinet), they managed to drag the move out to take 4 hours and 15 minutes, versus the quoted estimate time of 3 hours. This was caused in part by, in my opinion, intentional incompetence, as well as additional alleged delays in exiting my prior building's loading dock due to other trucks in the vicinity, which would not have occurred had they arrived on time. After I was forced to pay the invoice via an unprotected 3rd party service (Venmo) by an appallingly rude "dispatcher" named **** in order to have them take my property off their vehicle, I noticed as the 2 movers were leaving that my tv had been damaged. The employee who handled it (without using a TV box which I charged for), admitted to accidentally slashing it with a knife while removing the tape. The company offered me $16 plus $100 "good faith" gesture to remedy their employee's negligence, which is less than half of the cost of my tv. My additional claims regarding the $527 (75%) increase from the estimated move cost remain unaddressed at this time.

  

  Business Response

  Date: 05/16/2025

  We apologize you did not have a great experience with us. Each concern was thoroughly investigated and addressed by our claims department, including the overcharge claim. Please note all damaged items are paid out based on your chosen valuation method. In this case, unfortunately no additional coverage was purchased. We then chose to add a $100.00 to the offer, in good faith, to account for any inconvenience you may have experienced as a result of the move. We do apologize you found our offer was not sufficient, however, we believe our offer to be fair and reasonable.

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23334370
  
  I am rejecting this response because:
  Complaint: 23334370
  
  I am rejecting this response because: This is a ridiculous non-response to a legitimate complaint. Their ******************* did not do a thorough review of my claims, because their entire review process is a sham. Not that I need to offer any further responses as I am now exploring legal remedies, but their employee rapidly scrolled through a bunch of language, shoved his PDA at me, and told me the minimum insurance would be sufficient. Said employee also represented to me that the company would likely refund me for the television (after I had to chase the employees down to point out the damage), despite knowing the insurance that I had selected. The irreparable damage to my television caused by the other employee/mover was due to gross negligence, which is outside the scope of the minimum insurance coverage. Additionally, intentionally prolonging a move beyond any reasonable timeframe, demanding payment of the excessive additional moving charges (billed before the extra time is actually incurred), and holding people's belongings hostage until the forced payment is made (via a third party processor to ensure the consumer has no recourse for the transaction, is beyond unethical and likely actionable as a violation of consumer protection laws.

  If you spend a little time weeding through the hundreds to thousands of fake ****** reviews they post on their own behalf to mask the real reviews and deceive consumers, you can find MANY legitimate complaints reporting their deceptive and fraudulent business practices nearly identical to the experience I've described. Many of which have also been submitted to BBB. It is unfathomable to me that this company has been allowed to continue conducting *************************************************************************************

  

  Business Response

  Date: 05/19/2025

  We apologize for any inconvenience you may have experienced as a result of this move. The bill of lading only reiterates the initial valuation method chosen on the Move Set Up Form. The form is a requirement and must be completed prior to booking an appointment for moving services. This form has a list of all coverage options, to which our customer must then select which coverage option they would like for their upcoming move. Please also note that our offer included the required amount, by law, based on your chose valuation method. In addition to the required amount, we also added good faith gesture that we found to be fair and reasonable. We apologize that you still find our offer to be insufficient. Should you wish you accept our offer, please contact our ****************** We will be more than happy to assist you.

• Initial Complaint

  Date:05/07/2025

  Type:Billing 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.

  This company is deeply misleading in its quoting process. I was initially quoted $850 for a one-bedroom move with two movers over four hours. **** assured me this would be sufficientlikely even quicker. A few days later, I updated my inventory over the phone with *****, replacing a standard couch and armchair with a larger sectional. When I double-checked my inventory before the move, I noticed it had not been updated correctly by the team, so I made the necessary changes myself.On the day of the move, I was told that the updated inventory now classified my move as equivalent to an extra room, bumping the estimate up to six hours and over $1,000. Already committed and on a tight schedule, I had no real choice but to accept the increase. Despite supplying all my own materials to avoid markup charges, I was ultimately invoiced $1,300over 50% more than the original quote.I've tried to resolve the matter through their claims department, but theyve refused any refund or accountability. Had their staff entered the inventory correctly and estimated the job honestly, I couldve made better ************ be clear, the movers themselves were excellenthardworking and empathetic. One even shared that they preferred working for a different company because it treated employees better. If thats how they treat their staff, its no surprise they show the same disregard for their customers.

  

  Business Response

  Date: 05/08/2025

  The customer was aware prior to booking with us we charge by the hour, based on the inventory provided. The night before her appointment,  she updated her inventory 200 additional cubic feet. Therefore, the cost and labor hours naturally increased based on the additional cubic feet added, by the customer. We conducted a thorough review of the final invoice and found that the reason for the final invoice increase was solely due to the 200 cubic feet added to the original inventory.