Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/12/2023

  Type:Service or Repair 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.

  Communications were outstanding when starting to work with the company. I dont have his name off hand but he made me and my fiance feel very comfortable with the choice to move with them.We were quoted $5000 for our move from ********* to *****. upon pickup of our stuff, we were charged an additional $1700, claimed to be more stuff than we were quoted for. and another $1000 for delivery because they showed ** in a 53 foot semi, instead of a box truck like what our stuff left on and what we were promised would be used for delivery Obviously i tried to reach out multiple times to Midland, always getting the same ******** person, I spent a week doing an inventory of everything that was damaged or missing. The claims department had the audacity to take in my claim, roughly $3500 in loss and damages, and offer me $175 for all of it.after i told them the $175 was unacceptable i stopped receiving any sort of communication with the company

  Business Response

  Date: 09/12/2023

  Hello - thank you for bringing this customer's message to our attention.

  The additional charge at pickup was a result of the customer adding extra items and space - they added 301 cubic feet at the time of pickup. The customer always has the option of taking the reserved amount of cubic feet for the same price as the contract, but they selected to move the balance of the items that they wanted to transport for the additional cost. Regarding the charge at delivery, it is standard and common if the moving industry to be loaded onto a smaller 26 foot truck, and then be delivered in a semi-trailer. The customers delivery location did not allow for entry of a semi trailer, and that is why a shuttle service was needed, and charged for. *************** is outlined in the moving agreement that the customer reviewed and signed at the time of reservation and at the time of pickup. We did provide the customer with the claims department information since they opted to file a claim. The claims department is a 3rd party entity and we have no control or discretion on the amount of money that the claims company will offer a shipper for their claim. All communication regarding claims must be done with that entity. They are available Monday through Friday from 9am-5pm Eastern Time.

  It has been over 8 months since this shipment was delivered.
  

  Customer Answer

  Date: 09/13/2023

   I am rejecting this response because:
  
  The company and the third party claims company did not respond after i made them aware that I was not ok with their $175 settlement for my $3000 worth of stuff that was missing or destroyed.

  This company wouldnt even get me in contact with this claims company until i threatened Legal action. 6 months ago, 8 months ago, i needed time to get myself sorted to take  said legal action against them, this is just the first step in my process. 

  After rejecting the initial claim settlement, I was asked to resubmit a claim. i already submitted my claim with a full inventory, including photos of damaged items as well as information about the items that were missing. 
  

  I am rejecting this business response because after i resubmitted my claim, as asked to do so by this third party company, i never heard from anyone again. No settlement, no solution. 
  

  Hundreds of dollars worth of comic book collections, a collection of music from my late grandfather, numerous household furniture items including a credenza, a desk, a dresser were destroyed and needed replacement.

  I am rejecting this businesses response because of the complete disregard of monetary and sentimental value of many of these items. 
  

  I am rejecting this businesses response because they lacked to take any responsibility for these claims, and consistently point the finger either at me or at these third party companies they contracted. 
  

  I am rejecting this business response because I hired them, they assumed responsibility of my belongings, and the proceeded to lose and damage my things. Regardless of what third party company they worked with, THEY were responsible for my things, to which they completely absolved themselves of after they had my money. 
  

  There are things they lost that can never be replaced. 
  

  I am rejecting this response because of the failure to take responsibility for my things, the abuse of my trust as a customer of theirs and the misrepresentation of their processes and overall shady business practices.

  Business Response

  Date: 09/13/2023

  We were unaware that there was a lack of communication with the claims company. We will advise them to reach out to the shipper tomorrow. Since the shipper has filed a claim, policy states that the shipper must communicate directly through the claims department so we can come to a resolution. Thank you.

  Customer Answer

  Date: 09/18/2023

   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.

  
  

  Thank you.

• Initial Complaint

  Date:06/30/2023

  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.

  Unknowingly to me, a reservations agent named ******** altered my inventory list to get the balance down to my budget. Per another employee statement, he was fired weeks later due to misinformation for many contracts for doing the same thing. i was trying for weeks to get in contact with ******** to do a final inventory, but could not get a hold of anyone. Finally I was told he had been fired, and my file had not been assigned to anyone else. I had to redo my entire inventory and contract 3 days before my move. This new inventory added ***** to my payment. The original inventory was for ***** cubic feet whereas this new inventory stated ***** cubic feet. As per another employee, the 2nd reservations agent never updated dispatch to show the new inventory amount. They sent a truck big enough for the ***** inventory, but too small for the ***** inventory. *****, at customer service, was very disrespectful and stated that I never called to update my inventory, when I in fact did. Its all on recorded lines, but now they are saying theres no recordings of it. We had to leave items behind at our old house in a different state because the truck was too small. The only option from ***** was to pay $1,800 more for a 2nd uhaul for the extra items. Even after the move, ****** only contact was to tell my father that everything was a lie and that the issue was I had too many things even though my final box count / inventory was a perfect match to the contract. This company is a scam and will alter contracts to get you to sign with them and then charge you move at your move.

  Business Response

  Date: 07/03/2023

  Thank you for bringing this issue to our attention. We sincerely apologize for any inconvenience or frustration caused by this matter. Allow us to provide you with a clear explanation regarding the ***************** call you received three days prior to your pick up.
  
  The purpose of that call was to ensure that your inventory was final and to verify whether you needed to add or remove any items. During the call, you adjusted your inventory and added additional items, which, in turn, increased the cubic feet (**) of your shipment. Please note that the estimate is based on the actual ** of each item and not merely on the number of items.
  
  It appears there may have been a miscommunication. Our drivers indeed had the correct truck; however, at the time of pick-up, your inventory exceeded the initial estimate by 350 **. Additionally, ***** explained that due to the presence of fragile items and non-standard-sized pieces, the ** had increased further. After presenting you with multiple options, it was your decision not to pay for the additional 350 ** and leave those items behind.
  
  As a reminder, volume (cubic feet) accuracy is not guaranteed for inventory items listed below unless an onsite visual estimate has been performed. This Binding Estimate Cost for Service includes labor, loading, unloading, and basic valuation but does not act as a contract nor guarantee any specific outcome. Please make sure all items being shipped are properly packed; otherwise, they will not be moved.
  
  We hope this provides some clarity on the situation. If there is anything further we can do to assist you or if you have further concerns, please feel free to give me a call.

• Initial Complaint

  Date:12/12/2022

  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.

  My wife and I engaged Midland Van Lines in September for an interstate move from ********** to ********. We were initially given an estimate for the move based on a detailed phone inventory. That initial estimate was $11,302.59. The estimate was noted as including "communicative and responsive customer service" and "tolls, gas, mileage, and taxes." We were required to provide a deposit to secure the move, but were not told that there would be a credit card processing fee of $293.37 until after that charge was processed. When the moving company arrived at our home, the cost changed to $19,075.67. This is 68% increase from the original estimate, and we were told that unless we signed the document - on the date that we had to be out of that house - we would not be moved and would forfeit our deposit of $6139.87. The moving company representative (****) told us that we had to take this up with Midland Van Lines. We attempted to call ******************************* with Midland multiple times directly by phone. We both left voice mails. ******* never returned our calls. The delivery of goods was a horrible experience. We contacted **** the day ahead of our scheduled delivery. He informed us that we would receive our goods two days later. Before **** and crew would start unloading, they required cash payment of the balance of $3914.30. Upon delivery, the movers did not own their part of the agreement. Boxes were not placed in appropriate rooms. One of the movers attempted to convince us they could not put our furniture back together because they didn't have tools. We had to escalate this to **** who eventually conceded that it was part of the contract, and returned back to our home with the tools. When **** claimed they were done with the job, I had to force them to unload a piece of furniture that was still in the truck, and it was apparent that at least one bed frame and one area rug and at least one box were missing. We were exploited and taken advantage of.

  Business Response

  Date: 03/09/2023

  According to the signed contract we have prior to the pick up taking place, our representative made them aware that the price was an estimate and the article list is used as a tool to provide that initial estimate. The day of the pickup, prior to touching anything, the ******* provides the customer with a revised estimate if necessary. According to the contract, one indication of increase was the article list increase.  According to the contract, one indication of increase was the article list increase. The items increased by over 30 pieces, $150 in packing materials, $292 CC processing fee and one bulky item fee of $250. The additional charges were made aware to the client prior to starting., the movers do not move forward unless the client agrees upon the final price, which they did.