Complaints

This profile includes complaints for Moving Proz, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Moving Proz, LLC

  12022 Blue Valley Pkwy # 526 Overland Park, KS 66213-2647

  
• 

  Moving Proz, LLC

  1702 E 123rd Terrace Olathe, KS 66061

  

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:03/18/2023

  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.

  On 2/15/2023 I hired Moving Proz, LLC to move me. During the move of my property, three pieces of furniture were damaged beyond repair due to negligent handling of my property in a way that any mover should have been aware not to do. The damaged items were two desks and one coffee table. One desk was a "******* ** **** ****" that has a retail value of$2,029.99. The other desk was a **** ****** ******** top desk that retails for $619.99. The final item was a ********** ****** ***** that retails at $1,080.00. I have already reported the damage and was offered the $.60 for lb rate for the damaged items as listed in the contract. However, under Kansas law, a party cannot contract away liability for gross negligence or willful or wanton conduct. (**** ** **** **** ********* ****.
  
  I observed the furniture pieces being poorly wrapped without adequate padding to protect the pieces from the jostling of the vehicle on roadways or from other objects loaded into the truck. Moreover, I observed the movers laying the objects on their side in orientations that would necessarily lead to the damage observed as the objects are heavy and would not be able to support their own weight in those orientations. Specifically, the two desks were tipped to be placed on dolly's and the legs at that angle were unable to support the weight.
  
  I sent a letter to Moving Proz requesting resolution and they have not replied. Additionally, worth noting when the movers arrived they smelled strongly of marijuana and were observed to be under the influence while moving my furniture possibly contributing to the negligence. No "professional" mover would or should transport furniture in the careless manner they did.

  

  Business Response

  Date: 03/20/2023

  Moving Proz was contacted by the customer on February 14, 2023 for an estimate. In both the estimate and moving contract it states our valuation options being Released Value Protection, Market Value Protection and Full Value Protection. On move day, February 15, 2023, *** ******* did select "Waiver of Market Value and Full Value Protection; Released Value Protection. I release this shipment to a value of 60 cents per pound per article, at no cost to me. This means I will be paid 60 cents per pound for the net weight of the lost or damaged item, regardless of the actual price." This was signed for on February 15, 2023 at 11:55am. We did attempt to reconcile the damages at the valuation selected. Unfortunately, we were unable to come to an agreement and did have to pass this to our attorney at the threaten of litigation.

  Customer Answer

  Date: 04/03/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: the proposed minimum coverage shouldn't exclude them from being professional and careful with furniture. I hired them thinking they knew what they were doing. Instead, they showed up smelling Steinway of Marijuana and recklessly tipped heavy expensive furniture a professional would have known not to tip. In the state of Kansas you can't contract away negligent liability. If it wad a simple mistake I'd feel differently. But the fact that I was very specific with them about how to handle the furniture, specifically the mirror coffee table and they laid it on its side went directly against what I told them to do. They were negligent and reckless. 
  
  Regards,
  ****** *******

• Initial Complaint

  Date:03/16/2023

  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.

  On 2/1/23 The day of the move they offered additional insurance at an additional cost. At that time they informed me I was only covered by them for 60cents on the pound. They called me 10 times before the move but waited until the day of to tell me they aren’t properly insured at the $900 cost for the move. They only carry the minimum insurance legally required at a professional services price. After finished I asked them if the job was complete-answered “yes” and the move was done faster then expected so i tip extra as promised if they finished faster. a few days later I went to my storage and it was still 1/4 filled! They left closed boxes misc items like brooms, a folded ladder, lamps area rug, large pictures, mirrors. I asked them about it and they told me it was because they ran out of time and they were under the impression I was worried about the cost. Uh no, I was worried mostly about the job getting completed overall just bc I asked about insurance they carry does not make me broke! That question was about your COVERAGE! I could have hired random people for 1/3 the price who do not charge this much bc they aren’t INSURED! 60cents on the pound does not replace anything at value! They never told me the job was incomplete so I could tip them less or so I could be prepared. I had to fly my son home who is a prof. mover and rent a truck to finish the job. He took pictures and told me they definitely could have finished, his company would have moved it all, he packed me! When I complained they said they didn’t finish bc of breakable items weren’t boxed, how do you box a mop or a folded ladder? Then it was because I asked about coverage then it was about they thought I was trying to save money…my storage key was also taken home by the mover and returned the next day, guess what? Tools were stolen! They refused to communicate but only thru email all of a sudden and after a responses they said they were done emailing! Washed their hands of it and lied and misled

  

  Business Response

  Date: 03/20/2023

  On December 15, 2022 Moving Proz was contacted by Lisa for a moving estimate, and one was provided. Our Moving Estimate does state our Valuation options on Page 7 which include Released Valuation, Market Value Protection, and Full Value Protection; Released Valuation was selected by the customer. On December 29, 2022, the customer did reach out regarding some questions about cost stating and on January 28, 2023 she was sent a reminder about protocols which included "Please take a moment to review your valuation and floor protection options. As a reminder, the default valuation is Released Value Protection, which is $0.60/lb. We offer multiple options for coverage, and you can adjust your selection all the way up until your move starts. We also offer hard floor protection and carpet masking for added protection for your floors. All trucks are stocked with this protection in case you change your mind last minute!" This is when the customer proceeded to make racist remarks regarding "cheap Mexican labor". For these reasons, we stuck to the time estimated and did what we could during her move slot.

• Initial Complaint

  Date:12/23/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My dining room table leg was broken by them. They left the screws to secure my mirror back onto my dresser at the place I was moving from, so they left my mirror un secure. They left parts to my bed frame at the place I was moving out of, so they didn't properly reassemble the frame. They put my desk chair in my storage unit instead of the residence I moved into. Now I'm having to use a dining room table chair as my desk chair every day working remote, because it isn't in an easily accessible area in the storage unit. It's stacked on top of multiple items in the back of the unit. They left one leg of my work desk at the storage unit, so I’m left with my desk with one leg at the house. They broke an item at the house I'm moving into, and didn't even tell me they broke it. They just left it laying on the couch. They estimated that my move would take 4 hours, so I'm not sure how we ended up at 7 hours. Oh, maybe I am. They didn't show concern in moving quickly and efficiently. They clearly didn't show concern for handling my items with care or putting them in the location I requested them. I had covered with them what I wanted to go to the storage unit, and what I wanted to go to the house I am moving into, but I still got asked multiple times if each item was meant to stay at the storage unit or go to the house. They are offering me only a $200 refund on a $1329 bill, thinking that should be enough to apologize for this overall crappy experience plus the damaged table leg. I also wish I didn't have to worry about more of my items sitting in my storage unit possibly being damaged or broken. I was told by one of their crew members that I should call another moving company next time. It’s not my fault as a customer they hate their job so much. I was told the $423 refund I’m asking for (the difference between 7 hours of work and the estimated 4 hours) is unreasonable by their office manager. Who tells a customer they are unreasonable? Apparently these people.

  

  Business Response

  Date: 12/23/2022

  ***** ***** had a move scheduled for December 16, 2022. Her estimate was for 3 movers for 4 hours however, she did not notify us of added dis/re-assembly which does add a considerable amount of time during the move. We were notified of damages to a table on December 20th and she was well within her 10 day claims window. On move day, ***** did agree and sign for Waiver of Market Value and Full Vale Protection; Released Value Protection. This states, on Page 1 of her contract: "I release this shipment to a value of 60 cents per pound per article, at no cost to me. This means I will be paid 60 cents per pound for the net weight of the lost or damaged item, regardless of the actual value of the item." This was initialed by ***** on December 16th at 9:02am However, we did understand that her final price was over estimate and she had some additional concerns, so we did offer her well above contractual obligation in attempts to make this right and out of good faith. We offered her full replacement value of the replacement for the damaged leg to the table and an additional amount for the other concerns. As for the time overage, the Moving Estimate does state on Page 1: "The below charges are an ESTIMATE ONLY. The overall cost of your move is based on the amount of time the move takes (number of movers x number of hours). Therefore, the final amount may be different from your estimate." This was initialed by ***** on November 23rd at 2:13pm. Moving Proz has tried multiple times to make this right with ***** and she has declined any solutions. 

  Customer Answer

  Date: 12/24/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: ********
  
  I am rejecting this response because: I did not fail to notify Moving Proz of items that would need disassembled or reassembled. They had all of that information in the inventory list that I gave them. The movers had my cordless drill and any tools they would need to help disassembly go quickly. As far as reassembly goes… haha. The crew reassembled one of my bed frames incorrectly. They left pieces of it ast the place I was moving out of. They left the screws that would secure my mirror back onto my dresser at the place I was moving out of. Therefore they did not re secure my mirror onto my dresser. They attached one of two legs to my work desk, and left the second leg in my storage unit, so I was left with a desk with one leg. They did not have to reassemble my big bookshelf. That is in pieces at my storage unit. I have denied the resolution so far because what has been offered doesn’t seem fair to me. It’s clear they are grasping at straws to make the 7 hours my fault, when the truth is they just poorly planned and executed my move. I am well within my rights given my overall experience and damaged items to request the difference between 7 hours of work and 4 hours - $423. Maybe if they would have assigned more crew members to my move, or more efficient or experienced crew members, we wouldn’t be needing to have this conversation.

  Regards,
  
  ***** *****

  

  Business Response

  Date: 12/27/2022

  During the estimation process for ***** *****' move, she only requested that we dis/re assemble the bed frame. On the day of the move, she requested that we disassemble a shelving unit as well. ***** did also sign the Acceptance of Delivery on her contract which states: "Customer Accepts Delivery of Shipment: Customer hereby accepts delivery of shipment. Customer has inspected the entire premises at the completion of unloading and agrees that all items to be moved have been unloaded off of the truck and all requests have been completed to the customer's satisfaction. Customer has inspected inventory and property and has noted any damages or missing items in the remarks section above." and there were no remarks noted in the "Remarks" section. We try our best to estimate as accurately as possible, however the added disassembly and narrow stairway are things that we could not have anticipated without prior knowledge. We have worked to resolve this situation multiple times with ***** and are trying to come to a mutual resolution agreement. 

  Customer Answer

  Date: 12/27/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: 18634747
  
  I am rejecting this response because:   Moving Proz signed off on my inventory. They were well aware of all items I have that would need to be disassembled and reassembled. Do I need to repeat myself on the utterly crappy job they did with all of this? They only reassembled one bed frame correctly. They left pieces of the second frame at the place I was moving out of, therefore not reassembling the second frame correctly. They were too lazy to reattach my mirror to my dresser. They left the screws for that at the place I was moving out of. They were too lazy to properly reassemble my work desk. They put one leg on it, and left the second leg at my storage unit. They did NOT have to reassemble my bookshelf that they keep complaining about. That is in pieces at my storage unit. Everyone who moves is going to have multiple items that need to be disassembled and reassembled. This shouldn’t be a new and foreign concept, especially to Moving “Proz”. As far as the narrow staircase goes… they moved me out of this house in May of 2022 (the same house they just moved me back into). If the staircase was such a dramatically difficult thing for them, why did it not add time to my move with them in May of 2022? If it was such a dramatically difficult thing for them, why did that crew not document the narrow staircases for future reference? Again, they are trying their best to make the fact that this move took THREE HOURS over the estimated time, my fault. They poorly planned and executed this move. I was told they move people in and out of storage units all of the time, so if that’s the case, they should probably have experience in accurately estimating this effort. My move also didn’t require very far travel distance. Maybe 5 miles tops. I will be patiently waiting for my more than fair, deserved $423 refund from Moving Proz.

  Regards,

  ***** *****

• Initial Complaint

  Date:11/23/2022

  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 had Moving Proz complete the move of my household items in December 2019 in which I paid the entire balance due at the time of service 12/10/2019. Since then Moving Proz has attempted to charge me an additional $170 for this move even though I paid the amount due plus a tip to the movers on the day of the move prior to the movers leaving my new home. Fast forward to October of this year and I received an email from a ******** ***** at Moving Proz stating that I still owed $170 plus fees. After receiving the email I attempted to call ******** ***** on October 20th to discuss the email that I received, but she was unavailable and to this day has never returned one of my calls. Instead, I was able to speak to a ***** ***** who stated that she would discuss the email that I received regarding the past due amount of $170 with ******** and call me back soon in which she did on October 27th. During that call ***** proceeded to tell me that the email was sent to me by mistake and that I could ignore it. However, in recent weeks Moving Proz has notified me that they have since sent my account to collections and is now attempting to collect the $170 + $1,000 penalty. As I stated before, I paid the entire amount due at the time of service in December of 2019 and should not now be threatened and harassed by Moving Proz or their collections representatives for $$ that I do not owe.

  

  Business Response

  Date: 12/01/2022

  During this move in 2019, Moving Proz experienced a clerical error regarding payment. All movers were not charged for at the time of delivery which is why there was a $170.00 balance due. We did try to contact the customer on multiple occasions before deferring to our collections agency. We tried multiple times to reach the customer regarding this balance. As a gesture of good faith, we did remove this balance and remove the account from collections to satisfy the customer. We do have emails indicating that Moving Proz reached out multiple times, as well as, the offer to waive the total balance due, which was accepted by **** ******.

• Initial Complaint

  Date:10/09/2022

  Type:Billing 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 inquiry deals with a company (Moving Proz) who intentionally deceives and tries to cheat customers by adding fees after their initial quote with no justification. When customers question/object to those fees, said company attempts to buy silence by negotiating a settlement while still cheating customers. They just want to protect their **************** reviews through negotiated pay-offs. On 9/29, I contacted **** ***** w/Moving Proz (******************* ************) to get a quote to move a single piece of furniture from **** * **** *** ****** ***** ** ***** to our home in Olathe. The single piece of furniture was a wooden bookshelf. **** provided an estimate for 2 movers, 1 truck and a minimum of 2 hours for a price of $319.41. When Moving Proz arrived for delivery to our home on 10/1, to my surprise there were 3 movers, not 2. I was asked to sign the departing paperwork by Moving Proz, I questioned the additional $130 line item charge for the 3rd mover (it was awkward, but I asked, and didn’t sign). I was told to call their office (the movers “didn’t have access to the original estimate”, which I knew was not true). Monday, Oct 3rd, I called and spoke to **** ***** with Moving Proz (they should be able to provide a recording of that call). When I objected to the additional cost and charge for the 3rd mover **** agreed with me. Please listen to the recording.Later Monday, Oct 3rd I received a settlement offer for $65.00 (or half of the $130 over charge) from **** with Moving Proz. See attached. The verbiage in the “Release Form” was shocking. I spoke to **** Friday, October 7, 2022 (again, please listen to those recorded calls). I refused to accept half of Moving Proz unjustifiable over charge of $130. Their offer to silence me (please view the language in their offered “Release Form”) was rejected.
  To recap:
  - I agreed to a charge of 319.41 for 2 movers
  - - I was charged for 3 movers for $436.41 (I did not agree to the overage cost)

  

  Business Response

  Date: 10/10/2022

  This was a mathematical error on the part of our office staff. ***, our customer service manager, just reached out with an apology for the mistake as well as the appropriate refund. 

  Customer Answer

  Date: 10/11/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  
  Regards,
  
  
  
  ******* ****

• Initial Complaint

  Date:09/08/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We followed their COVID-19 protocols exactly and RESCHEDULED our move because a family member had been exposed. After our new move date a team member found out that two weeks prior a family member had been in contact with someone having COVID-19 and he panicked.
  After my husband had bought the crew lunch and I washed their windshield (was already watering my lawn outside) , they became very hostile and demeaning towards us, it made us very nervous, they threw our items in our floor garage and on our front porch and a couple things were even broken and missing (filing with claims department but communication is non-existent). It was a very demoralizing first day in our new home thanks to this company. I asked them to at least not charge the full amount and they said they will have a manager look it over. One hour later they UNAUTHORIZED pulled the full payment and now won't return our phone calls.

  

  Business Response

  Date: 09/22/2022

  Customer is not telling the truth. We have a copy of the customer’s positive COVID test. She herself was sick, not just a relative. She was rescheduled under the stipulation that she could provide a negative test. ***** was not at the pick up location. Our movers loaded up everything into our truck. Upon arrival at destination, ***** was there and told the crew to maintain distance because she “had a little COVID.” Customer refused to provide a negative COVID test. Her husband agreed to let us unload into the garage to maintain distance from Sarah. There were no damages reported to our office or to our third party claims processor. The claims process is detailed on all documentation given to the customer and she is welcome to follow it if a damage truly does exist. At the end of the move, the customer wanted a discount. We charge on a per man-hour basis. Therefore, the customer was only being charged for time spent. However, in an effort to be kind, our customer service manager offered a 30 min discount. Customer refused this. The customers CC on file was charged in accordance with the terms on the signed estimate and contract docs attached. Customer refused to sign for delivery of items at the end of the job because they were demanding an undeserved, unwarranted discount. However, the terms regarding charges were already signed at booking and prior to the start of the move. ***** KNOWINGLY exposed our team to COVID, expected them to be ok with it, had no remorse or care for their well-being, then trashed our reputation for charging her according to terms she had agreed to. We are happy to send a copy of the customer’s positive COVID test, but it does contain a lot of her private information. If it is necessary, we will redact it and send it to the BBB as proof of this customer’s blatant lies. Not only did we offer a discount out of sheer kindness, we also waived all rescheduling fees due to the customer’s being sick. This is all above and beyond our contractual obligation, and this complaint as well as multiple 1-star reviews was the customer’s way of thanking us for that. 

  Customer Answer

  Date: 09/23/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this is not true. There are several mistruths to these statements, this has become very malicious and is concerning to me. I am intimidated by this response and the fact that the owner is commenting on having my private information. The only reason he has my positive Covid test is because I submitted that to reschedule our move. I took the decision to give them that test because I thought it was the right thing to do. I very much regret it and want no further communication from this malicious company. It's not about wanting a refund anymore this is very bad business and a little ruthless. 
  
  
  
  Regards,
  
  
  
  ***** *******