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Business Profile

Moving Companies

Love's Moving Service
BBB accredited business seal
BBB Accredited BusinessA Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/05/2025

    Type:Delivery Issues
    Status:
    Resolved
    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 3-27-25, I contacted Troy Love with Love's Moving Service to inquire about receiving a quote for moving from one house to another. On 3-30-25, I was provided an estimate, and on 3-31-25, I paid a $100 deposit to book the moving services for 5-19-25. On 4-16-25, I contacted Troy Love, informing him we weren't moving after all. I asked if the email could serve as cancellation confirmation, and if I would receive my deposit back. He replied, saying, "yes this will work." After not receiving my deposit back, I replied asking when I would receive it. He stated he couldn't give it back. I asked if I was provided any documentation indicating that the deposit was non-refundable, as I couldn't (and still cannot) find anything on the website. After a couple of days with no reply, I followed up. He then replied, saying it wasn't refundable. I again replied telling him that he didn't answer my question, and again asked if I was provided any documentation informing me that the deposit was non-refundable. That was on 4-24-25. I've since sent 2 follow-up emails with no reply. (Attached is the email string with all correspondence described).

    Since the website doesn't state that the deposit is non-refundable, and I wasn't provided the information in any email I was sent, I feel I should receive the $100 deposit back. I also notified him more than 30 days before the scheduled move, allowing him ample time to fill the day with other jobs. The lack of response to my direct questions and follow-up communications raises concerns about the business's willingness to address the matter transparently and in good faith.

    Attached, you'll find:
    Loves Payment Confirmation and Refund Requests (emails outlined above)

    And:
    Loves Inquiry
    Loves Moving Estimate
    Loves Booking
    (Other correspondence received)

    Business Response

    Date: 06/02/2025

    This was a simple misunderstanding. We have now updated our website and are letting all potential customers aware of our cancellation policy. When we accepted that $100 deposit from her, it completely blocked that day off during one of our potential busiest weekends of the year. We stressed to her that if she wanted to wait until after she knew for sure if she would be moving with us or not to submit the deposit, that would be just fine; and she chose to submit it anyways. Due to this we missed out on many opportunities that we had to turn down because she booked that time slot. It was never a matter of we didn't want to give her money back or anything. We also told her that because that deposit is non-refundable, that she would be able to transfer it to a different date, free of charge and have the deposit applied to that day instead. This was again all a big misunderstanding, and we have actively taken the steps to make sure that a mistake like this does not occur in the future.

    Business Response

    Date: 06/09/2025

    We have sent out her refund, and apologized for the misunderstanding.

    Customer Answer

    Date: 06/18/2025

     

    Better Business Bureau:



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




    Sincerely,



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

  • Initial Complaint

    Date:03/22/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 March 10, 2023 I hired Loves Moving Company to move my items to my new address, I was charged for an extra half hour and also some items including a brand new pair of shoes got lost during the move .
    When I called Troy the owner on Sunday March 12 2023 he said he would make it right , but on Monday March 13 2023 when I called again I asked to speak to the owner Troy and was not able to speak to him. The office manager said they never lose items and that they always charge extra for travel time before and after jobs which I was not told before.
    I asked him if they could help me correct the charges and reimburse me for a new pair of shoes and he told me no. I also had 2 boxes of large black trash bags that didn't make the move which I found out after the phone call. I am still unpacking and may find other items have been lost.
    But the brand new shoes cost ***** and I was over charged ***** and would like to be compensated. I am very disappointed in the way I was talked to by the office manager as this company came highly recommended and they told me before the move that they carry insurance for lost or damaged items yet they refuse to help me now. I did not get a copy of a contract only a receipt and cannot find a receipt for the missing shoes but I have no reason to falsify a missing pair of ***** ******** clogs brand new in the box and I cannot replace them because the shoe has been discontinued. I would like this issue to be resolved soon.
    Thank you
    Linda *********

    Business Response

    Date: 03/22/2023

    I will reimburse you $** for the woman's shoes. I had estimated 6 hours on your move and I personally checked the trucks when they got back to the shop and there was nothing in them. My guys would absolutely not take a pair of woman's clogs or anything. Please keep checking to find your items that I am paying for as we did not take them. You also tipped the guys $**, so they must not have done too bad of a job. 

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