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:06/10/2025

  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 signed the original contract on May 31, 2025 to have my sons furniture (****** *******) moved from ******** OH to ******, **. The furniture was picked up in *********** on Thursday June 5th from ********. I was told upon signing the contract that the furniture should be delivered by Sunday or Monday, June 8th or 9th. The contract says that we would be kept informed about the schedule. Today is Tuesday-June 10th. We have received no information about this furniture where it is and if it is on its way to **. I called yesterday and today and customer service had no information to share about this job. I asked why we had not received any information about the schedule or where the furniture is and was told there is no information. I asked if the furniture had been lost? I was told "no" but again no details were provided.Where is the furniture? What is the schedule? When will it be delivered? This move costs nearly $2500.00 and the cost of replacing the furniture and all of his belongings is far greater than that.

  

  Business Response

  Date: 06/25/2025

  Thank you for bringing this to our attention. We take all customer feedback seriously and are committed to ensuring a positive moving experience for every client.
  
  Wed like to clarify the timeline and terms related to this move. The shipment in question was picked up in ********, ** on June 5, 2025, with the first available delivery date set as June 7, 2025. As stated clearly in the signed contract, the average delivery window is 714 business days from the first available delivery date, which was acknowledged by the customer upon booking. We would be happy to provide a copy of the signed contract for reference.
  
  The shipment was successfully delivered in ******, ** on June 11, 2025 - just four days after the first available delivery date and well within the contracted delivery window.
  
  We regret that communication during the transit process did not meet your expectations. While your delivery was completed in a timely manner, we understand how important it is for our customers to be kept informed, especially when personal belongings are in transit. We acknowledge your frustration at not receiving timely updates and will be reviewing our internal communication procedures to ensure we do better moving forward.
  
  Please know that your shipment was never lost, and at no point was it outside of our contracted timeline. That said, we recognize that better communication could have alleviated your concerns during the process, and we sincerely apologize for any undue stress caused.
  
  We appreciate your business and hope this explanation helps clarify the situation. If you have any remaining concerns, we are more than happy to speak with you directly to resolve them.

  Respectfully,
  Big Shoulders Moving

   

• Initial Complaint

  Date:04/16/2025

  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.

  Monday, April 13th, the contents of my apartment were loaded and packed by 4 excellent, hard working employees in *******. My move is to ******, I'm very excited!However, Big Shoulders has turned this positive feeling into an absolute horrible experience!!The company has not even loaded my property on to a truck and they've had it for 48 hours. All of my property is sitting at their *********, IL location!! Not going anywhere!! I was told by the original broker that it would take at least 3 days for my property to get to ******. The packers then told me 3-5 days, I was told an employee with dispatch would call me Monday night to give me an estimate on deliver. No one called, ever.I called ******* today at Big Shoulders who said my property would get to my new home in 7-14 days!! I would NEVER have trusted this company with my move, their service is completely unprofessional and unreliable!! Please contact this company and strongly encourage them to get move to ****** now!!

  

  Business Response

  Date: 04/22/2025

  Hello *****, 

  You booked your move through a brokerage for a consolidated move. Generally going to ******** the delivery window is 7-14 days, the drive is about 3/4 days once it leaves the warehouse. These are all numbers we confirmed with you from our office for the delivery of your household goods. Your pickup was on April 14th, with a first available delivery date of April 16th, and the delivery was later confirmed over the phone for April *****nd. With your concerns and phone calls, we made sure the delivery was loaded on the quickest delivery truck - with delivery 5-7 days from pickup. We are very sorry for the negative feeling you have for your move, but on our end we made it happen quicker than usual and listened to your concerns to set it up for the week after pickup. I will attach the signed long distance form with all the information on your delivery, it was also on your Bill of Lading and in your original estimate emails. Your delivery is done now as a couple days ago and we hope that everything went smoothly with your crew. I am very glad you have a good experience with your first pickup crew and will make sure they get the praise. Thank you very much. 

• Initial Complaint

  Date:10/24/2023

  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.

  Big shoulders moving overcharged, damaged new carpet, lost and broke items. I filed a claim with them 3 times starting in August of 2022. They did not respond. I filed 2 more, the most recent in April of 2023. I was then told my claim would be handled by them. I got no reply and now it's been over a year since our moving date of July 23, 2022.

  

  Business Response

  Date: 10/26/2023

  ********, 

  Thank you for reaching out regarding your claim, I am very sorry to hear about this situation. We are very surprised by this message since our office has had no contact from you since August 2022. If you were having any problems with your claim process, we would greatly appreciate reaching out directly to our customer service office. This will allow us to 1. be notified there is a reoccurring problem 2. directly speak to someone who can help with the claim process 3. have management reimburse your directly if the claim office is unable to help and 4. have a speedy and mutual resolution. You can reach me by email at ******************************************************* or our office directly at ************. Thank you in advance. 

  Customer Answer

  Date: 10/28/2023

   
  Complaint: 20775792
  
  I am rejecting this response because:
  I have multiple emails to Big Shoulders I have attached in a zip file that show I filed claims and contacted them after August of 2022, as they claim.
  

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

  

  Business Response

  Date: 10/30/2023

  Good Morning, 

  Correct we have these 3 email correspondence, however as stated these are from July and August. We have no contact afterwards to notify the office there was any issues with your claim. We have also reached out to the claim department, they have notified us that your damage claim was never finalized. As of 10/26, we have emailed you new information for your claim to finalize and be reimbursed. Please refer to that email and let us know if you need any assistance with the process. Thank you again. 

  Customer Answer

  Date: 11/01/2023

   
  Complaint: 20775792
  
  I am rejecting this response because: I cannot open any of the files from Big Shoulders, nor can my husband who has experience in IT. It's all garbled code. Please have Big Shoulders resend all files as a PDF.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/08/2023

  ********, 

  There are files needed for your claim, it is a single link to register your claim online. I will resend a copy of the email to you, please reach out to our office if you need any more assistance with your claim. Thank you. 

  Customer Answer

  Date: 11/08/2023

   
  Complaint: 20775792
  
  I am rejecting this response because: I have proof that this has been ongoing for well over a year. I asked them if they would put runners down to move our furniture as it was raining the day of the move and our new carpeting was off white. They said no, it would be dangerous to the movers. I'm tired of the lies from Big Shoulders. I have attached the claim form I have filed 4x in 2 years with no response as well as the correspondence on the carpet issie from 07/27/2022.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/09/2023

  ********, 

  The updated claim information has been sent to you via email on 10/26 and 11/8. Please take a look and register so we can get your claim fully processed. I understand your frustration, we are trying to make up for the missed time since we did not have any update/communication since August 2022. I have given the main office's number to contact, there is also a contact phone number for the claim department. All the details are written out in those emails, thank you again. 

• Initial Complaint

  Date:05/12/2023

  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.

  Order A5759688 Big Shoulders Moving Storage - Order Date ****-23. Delivery Date 2-16-23. Move two closets of items. **** packed three boxes, wrapped two display cabinets, moved a marble top table - arrived unwrapped and broken. They loaded 13 pre-boxed 18x18x18 inch boxes of pictures and documents. The 14th box filled with 6 hand-carved birds, 1 wooden statue of bears, an heirloom wooden plaque, a handmade framed cross-stitched ****** a glass cranberry wreath, 4 mugs from ************** was either lost or stolen by the movers. ******** **************, the dlvy driver, was so busy on his phone that he dropped the moving dolly onto my left knee while I was sitting in my house. I was in agony for several minutes, crying, before I could even get up to get ice for my knee. It took two weeks for the hematoma to resolve. The pain has resurfaced. I am seeking medical advice.I have had x-rays & am being scheduled for an MRI. I told the **** service reps about the accident. *** if they documented that complaint. **** was advised of the breakage of several items and the overcharge for boxes. The lost and broken items plus the overcharge complaint have been submitted to their insurance company, CSIpros.org claim ID *********. **** charged ****** for materials-services. They used three packing boxes- 1 wardrobe box- ***** container plus ***** packing- 2 large boxes- **** ea container plus ***** ea packing. Their supplies totaled *****. I paid ****** **** and ****** **** plus an additional ****** cash at dlvy for shuttle dlvy charge. NOTE-**** would not accept the contract I submitted unless I added my signature to the places they circled on the contract, resubmitting the contract to me for signature in the circled areas. **** circled compensation at 60 cents per lb vs value of items. I had initially refused to sign that portion. Insurance pays them the declared value. Lots of lost and damaged pkgs as per BBB reviews. ********************** fraud. 100% Refund rx & value of lost items.

  

  Business Response

  Date: 05/16/2023

  In response to your complaint,

  We are very sorry to hear about your experience with our company and sorry to hear about your injury. We have sent the Bill of lading, last week, to this customer. ******* has all the information regarding the delivery company, it is a third party carrier that did the delivery. Feel free to speak directly with that carrier for any compensation you are seeking on any alleged injury. They will be able to help you resolve that issue.

  We do apologize for the lost box, we are making every effort to locate that item. We have sent the claim form, and the insurance company will process this claim and send you a settlement offer. 

  Feel free to contact ** directly with any further questions or concerns.

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20052579
  
  I am rejecting this response because: I contracted with Big Shoulders Moving & Storage through Allied One for this move. They are responsible for any agent they hire from start to finish, and therefore they are also responsible for any damage, any loss and any injury. I didn't hire ****, the driver who picked up my things, and I did not hire Benedict ********* who delivered my things and who dropped the moving dolly on my knee. I was not asked nor was I informed of any agent other than an agent of BSM&S to handle my things. My bills were paid to BSM&S.  CSIPros Insurance is the insurance company for Big Shoulders Moving & Storage dealing with loss, damage and injury; even they are  working only with Big Shoulders Moving & Storage. BSM&S only provided a final receipt for all my costs last week after I threatened legal action after three months of waiting since this move; I notice how they didn't ask the two drivers to provide the receipts. They cannot be allowed to ***** their responsibility. They may apologize to you, but they hang up on me and I have always been courteous yet firm with their agents. I want my things! I need to have my medical bills for the injury and long term damage caused by their driver paid! I should not have to jump through yet more hoops to contact their drivers as they try to shift blame.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/18/2023

  In response;

  We are very sorry to hear you feel this way. Our office provide all the paperwork you requested very promptly. We have provided all the information for the third party company that provided the delivery service. This company is an independent 3rd party - and any compensation for alleged injuries would need to be done directly through them. Feel free to contact CSI  regarding any further questions about the Insurance claim process. 

  You can still contact our office directly with any further questions 

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 20052579
  
  I am rejecting this response because: they are not being truthful. I should have received all documentation and I should have received all merchandise in good condition 2/15/23 at time of delivery. I should not have had to inquire multiple times about my missing box and requesting a receipt for full payment for three months! I finally received the full receipt for payment May 13, 2023 after several inquiries; I have yet to receive my missing box or payment for broken items. BSM&S is the only company I have contacted for the past three months for all missing and broken items, and it wasn't until my May 12 contact with them that they said ANYTHING  about a third party contract regarding injury claims. BSM&S is the company I contracted with; therefore they are responsible for all missing items, damage and injury!
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/24/2023

  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.

  This business scammed me for thousands of dollars. In addition, their business practice is completely corrupt and have no decency to refund unexpected charges I had to pay out of pocket. To start, when the moving company showed up, they waited no more than 15 minutes before leaving my residence after having the 3 hr block reserved. When I asked the moving company to resend the moving truck, they charged an extra $500 to have him come back. I ended up waiting 6 hrs and the truck still managed to show up 2 hrs after the proposed 2nd time.To make matters worse, the moving guy showed up with a teenager who looked no older than 16, didnt speak English, and looked like he could barely lift a mattress, let alone any heavy furniture. It was just 2 movers. After looking at the number of boxes that I had claimed, being over by 5 boxes, the mover charged me an extra $1000 for the additional space that was required. The boxes were 20x20x20 each and wouldve resulted in 25 cubic ft more. Even at the outrageous price of charging $3/cubic foot, I shouldnt have overpaid by so much. When I tried to negotiate, the mover refused to start moving anything.When I finally caved in because I was supposed to catch a flight out, the mover took forever and complained when items were not set up/boxed exactly how he wanted. There was nothing on the contract that stipulated how I was to box/store items.After I had arrived to my destination, the moving truck never arrived and I ended up living in an empty apartment for over a week. When I called the moving company, they claimed that my items were in storage and were not ready to ship until a train was ready to head to my destination. When I asked the rep how long of an estimate the wait was going to be, she flatly refused to say anything and said itll get there when its been scheduled and would not provide any other specifics.Big Shoulders has never offered an apology or refund of any kind. Their business practices are despicable

  

  Business Response

  Date: 04/25/2023

  Hello ******,

  We are sorry you're feeling that way. 

  The move was done almost a year ago. We did provide the service you paid for to move you from ******* to ********, I am not sure what do you mean by saying we scammed you. 

  On Feb 2022 ****** called our sales team to book a move from ******* to ********, He provided item list and on based on his item list we gave him an estimate price. On the day of the pickup, Mr ****** decided to to take more items then what he provided to our sales team (provided 27 items, and moved 40 items) for example, ****** provided to our sales 12 med boxes that needs to move to NY and actually he had 25 boxes. Our foramen revised his estimate based of his real inventory list on the day of the pickup. ***** agreed to the updated move quote at pickup and signed the revised paperwork accordingly. We always give an option to the customer to stick to the original estimate by taking the exact inventory list the customer provided to our sales team, however ****** refused to it. After reviewing his BOL, we never charged ****** for redelivery, he was charged for the 2nd stop for pickup since he added the 2nd stop ($300 and not $500). The price for cubic feet was disclosed and agreed on his estimate and signed by ****** when he booked the job.

  Furthermore, the delivery spread (up to 21 business days) for the final destination based on the original move quote was disclosed & agreed to on initial reservation.

  ****** is welcome to contact our customer service with any questions or issues that we can take care of - **************

  Thanks !

   

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19977286
  
  I am rejecting this response because:
  
  Even if the disclosed amount of items was not the actual amount, the mover did not even measure the total cubic ft or the difference of the additional amount. He instead ballparked it and decided the new estimate without measuring.

  Furthermore, it is ridiculous to hold peoples items for longer in storage than when it is convenient. Why not deliver when the items are picked up or negotiate with the customer when the expected drop off is supposed to take place before the move begins? This is a very shady business practice that only benefits the business.

  Finally, paying $1 more for a mover to come back for leaving is a major red flag. I should have known I was being scammed when I would be charged for every single thing that wasnt in the contract.

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

• Initial Complaint

  Date:04/19/2023

  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.

  I have already contacted big shoulders movers and storage. My move on march 25th 2023 from 1373WoodSt. Delivery was march 26th to **********************************************************************. I sent them pictures of 2 items severally damaged. My refrigerator front door scratched and dent.badly. also a Curio cabinet.the bottom half which is glass had several pieces where broken. Both pieces cannot be replaced. It will cost over $ ******* to try to replace these items. There were 3 guys. 1 of them was a young man. Possibly 16yrs old. I sent pictures and still waiting on the action being taken. These items were in perfect condition when they were wrapping them. Both items when brought to our home in *******, **** were brought in the home but boxes sent in front of them . We did not notice until several days later when we were moving the boxes.

  

  Business Response

  Date: 04/20/2023

  In respond to this complaint;

  We did receive the pictures the customer sent ** on 4/11 and immediately responded to her email with an apology for any damage and provided the form to file a claim with our insurance company.

  This customer registered the claim on 4/12, and the insurance company is processing the claim. The process can take up to 60 days for resolution. We again responded to the customer via email and text message. We are keeping the customer updated on any progress with the claim. The insurance company will contact the customer directly if any additional information is needed

• Initial Complaint

  Date:12/27/2022

  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.

  Big Shoulders picked up our things on July 6th 2022. They put our stuff in a storage until Sept 9th 2022. The guy was rude the last hour he was here and rough on our furniture. They give us carbon copies of papers that you can't read because the ink didn't go through to the customer copy. They said we had to pay in cash only (which is odd) and then they tell you that you have 90 days to file a complaint if need be. We were staying with family 45 min from town, so it took a week before we were all moved in and had time to look everything over. Sure enough we had a damaged reclining couch, missing mechanism for the base of our couch and stained comforters. I tried calling, they give you the runaround and then give me an email to file a complaint, so we did so immediately. The email says it can take up to 120 days to hear back from them. We hadn't heard back, so I called and they gave me a phone number to call. I called that number and its only recording and you can't leave a message. Then I sent a long email about our complaint and they say they have a different insurance handler now, so they asked us to fill out another complaint. When you're filing the complaint It doesn't allow you to upload pics and it asks for receipts and weight of things. The bottom line is - We need to be paid for our damaged reclining couch- (springs came out in front cushions, mechanism for the base of our reclining couch is missing) and our 2 comforters had grease/oil all over them. We had company for the Holidays with a damaged couch to look at and not use, we also had to purchase new comforters. The movers shoved our couch through our sliding doors which probably caused the springs to pop out. The reclining couch had a base mechanism to hold it together, which was one piece. I watched them shove the couch in and that's when I said " That couch is supposed to be in one piece and where is the base?" They said " There is no base and it comes in 2 pieces." We are extremely upset!

  

  Business Response

  Date: 12/28/2022

  In response to your complaint,

  We do apologize for any damage that occurred during your move and any inconvenience this has caused. We have put every effort in to resolve this issue for you. we do understand the claim process may be a little difficult, but that is the only way to receive reimbursement for the damages. This is the insurance company we work with and the process can take between ***** days, once they receive all the documents. Please find attached the claim form for our new ***************** we work with - CSI Pros. I will include the form, phone number and e-mail address. CSI has contacted us regarding the paperwork and we are going to email them a more clear copy of the paperwork. Thank you for you patience, but the process has to be completed so they can decide on compensation amount.

  ************** ext #**

  csipros.org

  Feel free to contact us with any further questions or concerns ************

  Customer Answer

  Date: 01/10/2023

   
  Complaint: 18647243
  
  I am rejecting this response because:

  Complaint ID:

  18647243

  We have requested that this complaint not be closed.  The *** insurance team stated it will take 120 days for them to address the issue.  Please see their response below.  

  
  

  
  

  From: ****************
  To: *****************
  Date: 01/06/2023 12:**:47 PM
  
  

  

  
  01/06/2023

  ***********************
  1042 ******************
  ********, ** 53027
   

  Claim ID: *********
  Order / Job No: Z6786852
   

  Subject: Your Claim Status Update, Claim ID ********* (S/O # Z6786852)
  
  Dear ***********************,
  
  Your claim with Big Shoulders Moving & Storage has been received on 01/06/2023. The current status of your claim as of 01/06/2023 is: Review. Your claim is waiting for its turn to be reviewed by the adjuster.
  
  Your claim's current place inline is: 205
  
  Federal regulations allow 120 days to settle interstate claims. State regulations vary according to the state governing the move. However, as a general guide, local claims are analyzed within 30 days or as otherwise required by law.
  All claims are analyzed in the order they are received.
  
  An email with your claim resolution will be sent to you within the time limits allowed by Federal and or State laws.
  
  *** adjusters are working diligently to expedite the handling of your claim and appreciate your cooperation and patience. 
  In the meantime, if you have any questions or concerns, you may contact us via our Online Chat or directly at my extension and email listed below.
  
  Best Regards,

  ************ - Case Manager
  ****************
  Direct Ext. : 32
  Obo Big Shoulders Moving & Storage

  Phone: 77-***-CLAIM *************)
  Fax: ************

  
  
  Sincerely,
  
  ***** & ***********************

• Initial Complaint

  Date:12/04/2022

  Type:Order 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.

  Paid $772.24 for delivery via Zelle to Skyway Movers, Limited, on December 3. Per the attached letter, I was told to pay a day before delivery which was December 4. December 4 was a Sunday so I had no way of contacting anyone to straighten out the fees, but was told unless I paid the carrier (Angelina ****** delivering my items, that they would not deliver them. I needed my furniture and household items so I paid the new carrier (Angelina ***** a money order for $772.24 plus $400 via Zelle for the additional shuttle charge.

  

  Business Response

  Date: 12/05/2022

  In response to your complaint:

  We apologize for the confusion and misunderstanding regarding the delivery payment. The driver should not have requested that payment from you, since you already paid us directly. That was definitely an error on his part and we apologize. We spoke with **************** this morning(12/5//22), as soon as we got in the office. We assured the customer we would refund the double payment made, via Zelle to her.

  Regarding the shuttle charge, this was charged in accordance with the signed contract, due to the fact she had no access for a 53' tractor trailer to park within 75' of her front door. There would be no refund due for that because it is a valid charge.

  We just need the Zelle information for the customer and we will refund that $742 today, via Zelle to *****

  Customer Answer

  Date: 12/06/2022

   
  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:10/30/2022

  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.

  On April 11 2022 Big Shoulders Moving and Storage came and to ********* to pick up our possessions to deliver them to ******* *******. On May 9 2022 they delivered out possessions and a lot of items were damaged, missing or they feel off the lift truck that they were unloading. One item that fell off was the top of a Snap-on tool chest that missed me by inches. The only reason I gave them 1 star was because the delivery person did feel sorry for almost causing me harm and seriously damaging the tool chest. Now the drawers will no longer close or lock. Yes there are many items that were damaged or destroyed. Which i can live with i understand things happen. We didn't receive many totes that had my clothes, vacuum, kitchen/bathroom items make it to *******. Put the one item that I took care of very carefully was a portrait my children gave me for Christmas of my sons wedding. Yes i close my eyes and I can still see it but for it not to be on my wall....is such a shame. We tried putting in a claim under the 90 days which we did. We heard no response we got a hold of the Big Shoulders and they said "Oh I'm sorry that insurance company dropped us. Try this one...they never returned our phone call. The reason we are in ******* is the best reason in the world we became grandparents. Do i regret moving here because of all the sadness it brought with all of our items. No I look at my granddaughter and she makes me smile every time. Thank you for letting me vent. ***** and *************************

  

  Business Response

  Date: 10/31/2022

  In respond to your complaint,

  We are very glad to hear about your grandchild, congratulations. We are sorry to hear about the damages done to your items and any inconvenience this has caused. We did lately switch to another insurance company, you can file a claim with them - I will attach the form. The phone number for them is ******************* or you can email them at csipros.org. Feel free to contact us with any questions and we will be happy to help you out. 

  We are also willing to work with you regarding further compensation, once the claim has been filed and processed.

• Initial Complaint

  Date:10/18/2022

  Type:Sales and Advertising 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.

  I recieved a quote for a small move on 10/17/22. The sales person *********************** gave a quote for 350 cubic feet for $2370. I spoke with him a number pf times to confirm my move and asked him to over estimate so that I can have a worse case scenario number, gave him a list of my items and actually gave a higher number of boxes than I actually have. I paid a 10% deposit, $236, to secure my long distance move. When the movers came (in a budget rental truck) the guy walked into my home, look at my things and told me my price would be double due to needing double the space. According to the movers, my king size mattress and adjustable base will take up more than half of the space I have been guaranteed. I explained the MANY conversations i had with ******, the movers and I went over my list which ****** failed to lost the adjustment mattress base but all other things were listed. I asked why would ******************* ball and told them, the fact that they came in and immediately reviewed my items instead of beginning to load was a tell tell sign that they do this often and seems that they get to the people homes and put them in a bind by doubling the price knowing the people are desperate and need the service BUT NOT TODAY because I'm not going to be scammed like that. They begin to say "well, since we are here you lose you deposit if you don't do the move". I'd rather lose $236 than to be scammed out of an additional $3000! I slso recieved a GURANTEED BINDING QUOTE FOR $3000 (a little higher than this but i dont remember the exact amount but have the contract in email) the movers said they do not do guranteed and that i would've still been charged double! I also explained I will be disputing this as they knowingingly provided a false price to get ny deposit and knew that space was nearly enough to cover the listed items. This company is NOT PROFESSIONAL AND DONT EVEN HAVE THEIR OWN TRUCKS, THEY USE BUDGET RENTAL TRUCKS! I'd like my deposit back that ipaid because of false info

  

  Business Response

  Date: 10/29/2022

  In response to your complaint,

  We do apologize for any misunderstanding but we do only provide an estimated quote, per the information provided by you. That is why the ******* was absolutely correct in doing a walk through to verify the inventory list of items was correct and accurate. After the walk through, he found multiple additional items and provide the new estimated cost, as per the *** regulations. Since you did not agree, we did not load the truck. Even though according to the contract, there is no refund on the deposit unless the cancellation is done 3 days before the pick up date. We provided a good faith refund of the full deposit on 10/18/2022 - please find attached the credit provided to you.

  We are sorry we would not able to help with your relocation and wish you the best. 

   

  Resolution and restitution has been made, the deposit was refunded immediately

  Customer Answer

  Date: 10/30/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, although you are still being very dishonest which is very pitiful, I'm satisfied with my refund and will never use nor recommend your services. 
  
  Sincerely,
  
  ********************************************