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:05/09/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23308450
  
  I am rejecting this response because: The reply from Illinois Movers is not satisfactory.
  1) The reply ignores my statement that items were missing from what was moved. Most importantly, a small tub that contained my birth certificate and the ashes of my five cats that passed awyay over the course of several years and my college scrapbook never made it to 
  Peoria.
  2) The reply also ignores my statement that the movers wanted to charge me Four Thousand Dollars $4,000.00) on top of the price Id agreed to pay. I called the office of Illinois Movers, but no one answered. There is a reasonable expectation that the office for movers will be open on a Saturday, since over fifteen percent (15%) moves occur on Saturday.
  3) Had a person been in the office, I would have explained my the amount added was out of the question. Communications were hampered in that one of the two movers could not speak English and the other mover spoke English, but not so as to comprehend my complaints.
  4) I had to pay additional amounts for the balance of my items. I had given Illinois Movers an accurate statement of what needed to be moved. To be told I would have to pay nearly twice as much as the initial cost was absurd
  
  
  
  Sincerely,
  
  **** *****ew will result in anything being found (the tub I described) or a refund, even in part. But the person with whom, I hired this company emphasized several times that they have a good rating with BBB.

  

  Business Response

  Date: 05/10/2025

  Hello we completed the move as promised, We loaded the list of items provided to our office with no extra charges, Any other items/ services required additional labor/  cost. All charges were valid and customer paid for what he quoted , Ryan 

  

  Business Response

  Date: 05/16/2025

  Customer can file a claim, Customer can email to ************************************* , We will resend him the claim instructions to file a claim again, As far talking about $4000 estimate, Estimate provided to customer prior loading, To load all the additional items that he asked the driver to move for him, Customer didnt accept the new estimate with the additional items/ services required so we loaded the initial estimate he provided to our office upon booking, He signed up with us with estimate for certain items/ ********** services and this what we charged him for. If any customers asking for additional services we will charge more accordingly. Ryan 

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23308450
  
  I am rejecting this response because: the business has stated they can resend a comp[laint form to me. That's the first I'cve heard of any such procedure. There's no response to what I wrote in my last reply or update w/BBB. Items from my home did not make it top my home  No one from the company was available to answer the phone. No one returned my calls. 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:03/04/2025

  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.

  They are a complete joke! You tell them what you have and how much. They give you a quote and then at arrival they look at your belongings and want to charge you more. Very unprofessional customer service they also dont tell you when they load you on a box truck that it will come on a semi. The owner is rude and doesnt care. Buyer be aware, read the fine print.

  

  Business Response

  Date: 03/06/2025

  Hello we provided the estimate based the customer list of items provided to our office. Day of pick up customer used/moved additional items,Space on the truck. Customer received upon booking all the information in regards the move process/ charges / delivery information. Customer received the move information again prior loading the truck . Customer signed and approved all charges and the move terms and conditions was explained again and customer signed all paperwork. All charges were valid and we completed the move at the time frame agreed by the contract. Driver notified customer prior loading about the new estimate which customer signed prior loading . Thank you Ryan 

• Initial Complaint

  Date:01/23/2025

  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.

   
  Complaint: 22850160
  
  I am rejecting this response because: the reason I couldnt talk to anyone there was because no one answers your phones.
  

  Anyways, you completely ignored the fact that we have hundreds of dollars worth of damage to our things and no one has contacted us about our claim. You can go on and on about how great and wonderful you all did but that will not do anything to change how awful the experience has been. 
  

  Your company needs to compensate us for our broken and damaged items. They were in perfect working condition when they left our possession and now are trash. 
  

  rated us lower which was an additional $1,680. Knowing we had NO other options we had to agree to the payment. They then told us we needed additional boxes - tacked on another $290 All and all the total ended up going from $2,982 to $5,205 Communication was AWFUL, I called multiple times and no one would answer to tell us where our things were. Finally get someone to tell us our stuff is being delivered 1/17/25 and that it is another $650 for delivery. All of which we were NEVER told. Holding our personal possessions hostage we had to agree in order to retrieve our things after a week and a half. We have hundreds upon hundreds of dollars worth of damage to our things. Some things that are irreplaceable and we keep finding more broken items. The highest ticket items being 2 smart flat screen tvs.I filed a claim with them and have not heard one word. This company is shady and needs to take responsibility for their actions. Make things right with their customers.

  

  Business Response

  Date: 01/25/2025

  Hello I want to apologize for any misunderstanding or inconvenience in regards the move cost/process. However we completed the move at the time frame agreed and all charges were valid, Customer never called our customer service/dispatch department in regards move cost or estimate changed, Driver did spoke to dispatch to provide discount, Customer didnt spoke to anyone in our office, We provided the estimate based the customer list of items, Days of pick up driver updated the new list of items and updated the cost based the volume if the job prior loading. We do charge for additional space/ packing/ stairs / shuttle service/long carry if needed at destination, Customer signed upon booking and day of pick up all paperwork explaining the charges. Thank you Ryan 

  

  Business Response

  Date: 01/28/2025

  All customers receiving claim instructions to their email upon booking , Last section in confirmation email, Will email customer claim instructions again to file a claim. **************** will reply what next. Thank you Ryan 

• Initial Complaint

  Date:01/20/2025

  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.

  Packing was terrible on receiving missing items and damaged items beyond repair we had to. **************** driver was VERY RUDE.

  

  Business Response

  Date: 01/21/2025

  Hello we provided moving services to this customer on 07/2023. We never received any information from customer since than. All customers items covered under the free basic liability insurance of $0.60 per pound per article, its not full replacement insurance, customer had 9 months to complete the information. We apologize for inconvenience, Ryan 

• Initial Complaint

  Date:12/06/2024

  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.

   
  Complaint: 22648469
  
  I am rejecting this response because: 

  I am writing to provide an updated account of my ongoing issues with Illinois Movers regarding my claim for damaged items and the lack of communication from their side.

  The claim process has been nonexistent. I submitted my claim directly through their website, yet I have received no response, despite their claims to the contrary. This has left me feeling helpless and frustrated, as I have made multiple attempts to resolve this issue.

  The involvement of the police became necessary due to the complete lack of response when I tried to reach out to Illinois Movers. I have text messages from them promising delivery on October 22nd, as well as assurances throughout the week regarding my delivery status and even a promise of a refund if my items did not arrive, which they ultimately did not.

  Furthermore, the police were not satisfied with Illinois Movers' response and are prepared to assist the ******************************** further regarding this matter. Additionally, the damage caused to my gated entry is significant and adds to my concerns.

  I have sent three certified letters to Illinois Movers, which have been forwarded around without any proper response. This behavior raises significant concerns about potential fraud, especially since a DOT truck number must be associated with a specific address and contact information. My numerous attempts to resolve these damages have gone unanswered.

  Illinois Movers claims that another company, "Absolute," is responsible for my move. However, their contract does not mention anything about outsourcing my personal belongings to another company. I was never informed about who was in possession of my items when they were transferred, which I believe constitutes theft.

  I am currently working with an attorney to investigate this company further. Upon researching their DOT number and history, it has become evident why they might be evading my attempts to communicate.

  I am including screenshots of text messages exchanged with Illinois Movers regarding the promised delivery date and time, as well as the screenshots of the certified mail receipts and the current tracking status for each of them. These documents illustrate my ongoing efforts to reach out and resolve this situation. Their failure to respond in a timely manner is unacceptable.

  Thank you for your attention to this matter.

  
  
  Sincerely,
  
  ******* ********is Movers *** Driver's statement about unfamiliarity with item origins Driver's admission about storage unit operations Written communications:Original agreement with ******* regarding payment by cashier's check Text messages from various representatives claiming to be "Illinois Movers ***."Documentation of last-minute payment method changes Payment records:Venmo transaction to ***************** Public Venmo transaction history shows a pattern of similar incidents Contract violations include:Misrepresentation of services:Promised all-inclusive loading and unloading Single driver arrived unable to complete unloading My husband was forced to perform approximately 75% of the unloading work Bait and switch tactics:Contracted with Illinois Movers *** Service provided by ******************* Service Payment processed through ***************** Payment manipulation:Last-minute rejection of agreed-upon payment method Coercion through threats to withhold property

  

  Business Response

  Date: 12/08/2024

  Hello We provided moving services to this customer from ** to **. All charges were valid by the contract, We completed the move at the time frame agreed by the contract, Customer can file a claim for the damaged items, We emailed customer the claim instructions to file a claim, Claim still in process, Customer never purchased full replacement insurance, All customer items covered under the free basic liability insurance of $.60 per pound per article,(its not full replacement insurance)Customer need to read the contract terms and the move procedure again than she may understand, She received all this information upon booking and day of pick up, Customer cant change the contract terms and she signed all the paperwork needed,Customer contacted the police due trust issues or other problems she may have, However after the police contacted me I provided the officer the information where is the truck and that the truck was in transit to destination, Officer was pleased with the information and no other action required. Customer need to understand that 18 ******* full of customers goods will take several days to complete , We had other deliveries before her delivery and she received delivery after the truck arrived to **. Ryan 

  

  Business Response

  Date: 12/18/2024

  No one promised anything to customer!!! As far damaged items she need to follow the claim instructions she didnt submitted the information,she said no one respond Its impossible that claim department  didnt replied to her . Like I mentioned we completed the move by the contract and there is nothing we can do, I apologize for the inconvenience however we provided the customer all the information needed, Ryan 

  Customer Answer

  Date: 12/22/2024

   
  Complaint: 22648469
  
  I am rejecting this response because:

  Subject: Response to Your Email Regarding My Moving Experience
  
  Thank you for your response regarding my moving experience. However, I must clarify several points that contradict your assertions.
  
  Firstly, the time frame for the delivery was not honored as promised, which is evident in the text messages exchanged between us. I have documented proof showing the discrepancies in the information provided and the actual timeline of events. 
  
  I have filed three claims to address the damage to my belongings, yet I have not received any responses. Your statement that my claim is still in process is confusing, especially since I have received no communication or updates regarding these claims. 
  
  Regarding the contract terms, while I understand that they were agreed upon, the experience on the day of pickup significantly deviated from what was outlined. The price increased by $3,000 unexpectedly after loading my items, which was never communicated prior to that moment.
  
  As for the police involvement, it was necessary due to the numerous reassurances I received about the delivery timeline, which turned out to be inaccurate. My GPS tracking indicated that the truck was not where it was claimed to be, and the officer who responded confirmed that the truck was not en route as stated. 
  
  Additionally, I have photographic evidence showing the truck was not being loaded with my belongings at the time the officer was present. Instead, it was filled with items belonging to other customers, which contradicts your claim that I was the next delivery.
  
  The drivers behavior upon arrival was unprofessional and rude, and he caused significant damage to my property while attempting to navigate the delivery. My husband and I ended up doing most of the heavy lifting ourselves, contrary to the service that was supposed to be provided.
  
  Unfortunately, many of my items arrived in poor condition, including boxes infested with mold, which required medical attention due to health concerns. Despite numerous attempts to contact your company, my communications have gone unanswered, and certified letters have been returned as undeliverable.
  
  Moreover, I have serious concerns regarding compliance with *** regulations and the legitimacy of your business operations, particularly following a recent police report concerning a hit-and-run incident involving your driver.
  
  I believe it is essential for these issues to be addressed promptly, as it appears that I am not the only customer affected by these practices. I appreciate your attention to this matter and look forward to your response.
  

• Initial Complaint

  Date:11/04/2024

  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.

   
  Complaint: 22512289
  
  I am rejecting this response because: first off, I am Male, not female, Yet you continue to refer to me as "She" which if you ever spoke to me or listened to the many voicemails I left you would know that. Second, among the numerous times I called your line and left a voicemail requesting a callback or the occasional moment I actually spoke to someone real, I left my phone number every single time. So your claim that you attempted to call and speak to me regarding this issue is completely false, no attempts have been made to contact me period. No missed calls from anyone at your company, I've been put on perpetual holds on three separate occasions (told i'm being transferred to "****" and been on a silent hold for over an hour). Second the reason I was forced to post a bad review is because nobody with IL movers would give me any moment to discuss these issues. **************** is non-existent. I was more than available to discuss these issues and "****" never had a moment to contact me to talk about anything. Terrible employees, absolute scam. 
  
  Sincerely,
  
  KD00 for a "Long-Carry" since he parked far enough away so that he could claim it was too far. Since delivery, I have been contacting the customer service **** several times per week to discuss these issues with literally anyone, Its rare that anyone actually answers the phone or returns the phone call. When I have been able to talk to someone, she tells me that her supervisor "****" has been told about the issue and that she "doesn't know why he isn't calling me". I have been continuing to call with absolutely no resolution or acknowledgment by any of the employees or anyone at all. There is no way this company should have anywhere near an A rating.

  

  Business Response

  Date: 11/05/2024

  Hello Im aware about the customer move experience, However all charges were valid, All information provided to customer upon booking in regards the move terms/additional services and charges. I called customer several times with no reply, We are Illinois movers *** and by the contract we can use external carrier to complete the move, Customer went online posting bad review about the service before she spoke to me, (I appreciate all customers feedback however we will not refund anything to customers posting bad review due the fact move completed at the time frame agreed and all charges were valid)Customer called only after move completed complaining about the long carry fee, She signed day of pick up on paperwork explaining this fees if needed. Thank you Ryan 

  

  Business Response

  Date: 11/08/2024

  Hello see attached showing customer phone number I called several times with no reply, See attached form explaining the Long carry fee if needed with additional cost, Customer signature there means he knew about this additional charges if needed. We cant refund any money due the fact all charges were valid, Thank you Ryan 

• Initial Complaint

  Date:08/04/2024

  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.

   
  Complaint: 22089706
  
  I am rejecting this response because:

  1. The contract and communication with Illinois Movers is inconsistent. Attached is an email that states they do not use 3rd parties. Also, if **** can direct me to the provision in the contract that allows for subcontracting that would be helpful since I dont see that. Given the claims in the email, you can understand my confusion.

  2. An inventory was sent to ***** at Illinois Movers on 6.17 that differs from the online submission. The one provided is more accurate. Upon or conversation 6.26 and the updated inventory sent on 6.17, the reserved cubic feet went from the initial estimate of 560 cf to 800 cf. If ***** Moving wasnt informed of this, the error is on Illinois Movers since the information was provided. Nothing as hidden on my end. Further, the 800 cf is based off the 6.17 inventory. Lastly, the pictures attached to the initial complaint is from delivery. That is a 26 foot moving truck with capacity for 1600 to 1800 cf. My belongings take up a fraction of the truck, no where near 1250 cf as I was charged.

  3. Where in the contract does it say Illinois Movers isnt liable for damage caused by your third party contract? I was not a party to Illinois Movers and ***** Moving. Since I contracted with Illinois Movers, Illinois Movers is liable for damage. To say I contracted away liability without my knowledge or consent is nonsensical. Also, I asked for assistance with the claim form on 8.4, and I havent heard anything. The claim form is designed for a loss during the move, like something was broken. It doesnt ask questions I can address about a door damaged during the move. Can someone help me with getting a response from that email?
  
  The response tries to completely remove any and all liability for Illinois Movers. I provided information to them, they didnt provide it to their subcontractors and that somehow becomes my fault. I dont agree that the contract gives permission to subcontract. Even so, I seek relief from the entity I contracted with, you. 
  
  Sincerely,
  
  ********** Buze

  

  Business Response

  Date: 08/06/2024

  Hello we provided moving services to this customer, I spoke to customer and told her we are not a broker, We are moving company, by the contract we can use external carrier to complete the move. As far the cubic feet charge customer moved additional Items and driver adjusted the estimate based the additional items/ space/ volume we used. The only thing I can do at this point  to review all paperwork and move process and I will reply accordingly, Also customer mentioned the ********************** damaged the door , I emailed her claim instructions and still she can provide this information to claim department ( Despite she think its only for damaged items), This door cost $50-$100, She can complete the the claim and claim department will determine the refund. Please note that by the contract we not liable for any damages to walls doors floors etc. still we suggest her to file a claim, I apologise for the inconvenience, Thank you *********;

  

  Business Response

  Date: 08/10/2024

  Hello see attached bill of lading section 18 explain the agent/external carrier we can use if needed, As far initial estimate based customer information not guaranteed can change due additional volume on the truck, We giving rate per c.f prior booking and driver can change the rate by the contract due space reservation to other loads,Claims can take up to 9 months by the contract and 3-6 weeks to complete if customer submit the claim, Again as far space volume we use different trucks with different box, Like I explained to customer i need time to review paperwork to see if we made an error, Will update customer soon done reviewing 

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 22089706
  
  I am rejecting this response because: the issue hasn't be addressed. Nothing has been provided to show 1250 cf was necessary and not fraudulent. 
  
  Sincerely,
  
  ********** Buze

  

  Business Response

  Date: 08/20/2024

  Move is completed, Customer never called our office or emailed our office in regards charges issues , Nothing we can do , 

• Initial Complaint

  Date:07/23/2024

  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.

  Illinois Movers moved my belongs from *******, Illinois to *****, ******** and broke/cracked my TV. Asked for my credit card payment and driver license to be submitted on text message to the phone # **************.

  

  Business Response

  Date: 07/25/2024

  Hello we emailed yesterday claim instructions to customer in regards the damaged TV, He need to file a claim. As far credit card payment, We asking all customers to provide copy of ID and Copy of credit card and to sign credit card authorization form , We asking customers to provide this information for transaction $800 and up (If we dont receive this information we will not charge the card), Only after we received this information we charged his Delivery balance via credit card, Thank you *********;

• Initial Complaint

  Date:06/17/2024

  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.

   
  Complaint: 21863136
  
  I am rejecting this response because:

   

  I read the response from the company. That is ludicrous.  a small leak in a truck would not cause the amount of saturation to my three largest items and six cardboard boxes. I have sent documentation to both you and the business.  I contacted BBB because I heard no response from the company  now because I have contacted BBB they wont deal with me anymore    They offered me $75 when I had to toss $1000 mattress because it was now saturated and ruined with mold   I also had to toss the oversize chair which was dripping wet with stale water. We could not get the smell out.   The couch after nearly $200 to clean it   As stated earlier, they damaged over $2000 in product   Over half of my move   I did not have a contract with the subcontracted company who moved the items to Pittsburgh   I am unsure of what weather they went through because the day of my move both out and in were bright and sunny  I saw the other items in the truck from other moves and they did not appear to be wet only my items.   My items were soaking wet and the smell was of stale water not fresh rainwater.  The items were already stained from the water setting on that items.  Illnois Movers is lying that their storage facility is not leaking.  To be honest, my contract was with them whether it was their problem or the company that moved it to Pittsburgh doesnt matter. They are still the responsible prop party.
  
  Sincerely,
  
  *****************

  harged me on site (when I had no choice but to pay)nearly double from the my quote They stored my items in a obvious leaky area, where the plastic wrapped items were able to get saturated with water and it was obvious that it was wet for days under the plastic due to stale smell. ************ has not taken responsibility for damaging items nor have the offered any compensation for damage.

  

  Business Response

  Date: 06/19/2024

  All customers goods stored in our warehouse, with No leaking, The delivery truck drove in a rain storm to destination, Looks like the truck had minor leak, Based the information provided to claim department they decided to refund $75 for the damaged items,If customer not satisfied with the claim department reply ,Customer  should contact our office again to see what we can do about the settlement amount, Now we will not consider to provide additional refund (higher than $75) due the fact he went online and contact BBB , We apologize for the inconvenience  , *********;

  

  Business Response

  Date: 07/02/2024

  Hello , We provided basic liability insurance of $0.60 per pound per article, its not full replacement insurance, All  items covered under the free liability insurance of $0.60 per pound per article, Customer didnt purchase full replacement insurance, Based the damaged / information provided by the customer the claim department determined the refund amount, There is nothing we can do unfortunately, We apologize for the inconvenience, *********;