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:07/03/2025

  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.

  A total charge of $2,347.22 was issued; however, due to the nature of the service and circumstances surrounding the move, only $1,600 was paid under clear duress. The distance involved in the relocation was no more than a seven-minute drive, yet the service extended for over sixteen hours and remains incomplete. one individual, identified as Jeremiah, performed active moving duties and operated the vehicle. The second individual was inexperienced, contributed minimally, and remained shirtless for the duration of the service.The move consisted of only two truckloads. A handyman hired independently by the undersigned was present for the entire duration of the first truckload, providing significant labor that should have been the responsibility of your staff. Additionally, i was required to use a personal vehicle for four separate trips and, along with two minor children, contributed substantial physical labor to complete the task. As a result, the minor children were kept awake until the early morning hours, with one missing a game.Your crew refused to move mirrors and declined to hook up the washer, which was expected under full-service moving standards. Extended breaks were taken, including a deployment of a second truck and additional personnel solely to move one treadmill. Despite the prolonged timeline, numerous items were left behind, requiring the undersigned to complete the move independently. As of this writing, the remaining items must be moved by 5:00 p.m. today

  

  Business Response

  Date: 07/03/2025

  From the many falsities in this complaint to the multiple attempts at slandering our business by posting a similar message on all social media sites, ******* **** She also had another person write similar reviews slandering our business. ******** ****** has forwarded all contractual information, load photos, and booking notes during the customer's onboarding process to our attorney, as that is the route she is looking to take with this situation if we do not agree to the outrageous terms. A full reimbursement of the service for a relocation that was multiple full truckloads of furniture and household items will never be justified. We do not agree and will not agree to the outrageous terms presented by this client. We have already agreed to waive her remaining balance of $747.22 after this client agreed to and signed a document to pay the remaining balance of her relocation on the following day, which we have submitted to our attorney as well. This client also declined multiple times throughout the day assistance from another mover, or even another entire crew (2 employees and an additional truck) to help speed up the process of her relocation, as it was much larger than expected from the onboarding/estimate process. We have no further comment on Andrea Wales's relocation. 

• Initial Complaint

  Date:10/03/2023

  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 decided to support a local moving company, Cardinal Movers, instead of opting for a major moving company. Unfortunately, this decision turned out to be a grave mistake. I initially spoke with ******* at Cardinal, discussing the delicate task of moving century-old furniture with immense sentimental value. ******* assured me that their most experienced team, the "A-Team," would handle the move with the utmost care and expertise.
  The movers, while polite, demonstrated incompetence. They attempted to move the furniture without disassembling it, an absolute necessity given the age and fragility of these precious heirlooms. They neglected to remove drawers and the marble top from a century-old dresser with a mirror attachment. As the movers maneuvered the piece down the stairs, the marble top slid off, shattering into several parts, and sending slivers of marble scattering across the room. I found the dresser's mirror attachment already downstairs, but they had moved it without removing the marble and left the removable top above the mirror on. Fortunately, it was still in one piece.
  This incident caused irreparable damage to the irreplaceable marble top and extensive damage to other property. Multiple stair steps are gouged with one broken, the carpet at the base of the stairs is torn, and the drywall has a large divot at the midway landing.
  The movers expressed remorse and repeatedly admitted negligence for trying to move the dresser without removing the marble top. The move was canceled, of course. I was told to contact their office and spoke to *******, as the Manager, Bryan, was unavailable. ******* sent a claim form, which I completed, and attached photographic evidence of the damaged dresser, stairs, and wall.
  Cardinal's response (*******) was far from satisfactory. He said a "Repair Technician" would be sent out to assess the property damage, concluding his message with an enthusiastic "Thank you!" This response does not align with the gravity of Cardinal's negligence and the subsequent consequences. I requested that the marble slab be replaced and that the matching dresser will have to have a matching marble slab with no response. They are ignoring the damage they have done, through negligence, to an irreplaceable piece of furniture.

  

  Business Response

  Date: 11/15/2023

  We have been in constant communication with Mr. ***** regarding his claim since the very day of his relocation, as the statement of this issue being ignored is completely false. Mr. ***** did not allow our crew to complete the relocation as we accepted no payment for services but moved forward with repairs immediately. Mr. ***** has posted this same review on each social review platform. Cardiinal Moving has addressed and continues to address the concerns, as we still have an ongoing claim with Mr. *****, where our repair technicain has been to his home multiple times and has a repair schedule for any remaining concerns not already repaired. All messages between our customer service department, our repair technician, and the office have been documented to prove so. We look forward to completing Mr. *****'s his repair schedule and resolving the issue. 

• Initial Complaint

  Date:10/21/2022

  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.

  We had damage to property that they moved back in August .We been getting referred to customer service and submit claim and pictures of damages which we have done. Customer service has contacted us 3 times as of today the first 2 times was a lady trying to schedule someone to come out and was going to get it for us on a Saturday. Today we get a call from a guy that said that their guy will not do Saturdays. They have been no help in trying to get this situation corrected. Instead they are trying to tell us what they will do instead of trying to help the customer. Also I don’t think it should be taking this long and switching it over to someone else to handle. You have the claim and pictures. The way they packed things it is a wonder more stuff didn’t get broken. And something’s that were broken cannot be replaced or repaired. Also did not reassemble one of the beds and left the bolts and nuts loose on the other bed. The money I spent on packing and moving you would expect top notch service. Highly would not recommend. Sometimes you have to work around the customers schedule and not yours all the time trust me I am a business owner myself.

  

  Business Response

  Date: 11/02/2022

  To whom it may concern,

  Mrs. ****** is correct in stating that she has filed a damage claim with our Customer Service Department. We have processed her claim and have spoken to her about the repair options. Mrs. ****** has unfortunately not been willing to accept our repair technician during his normal working hours of, Monday through Friday, 8 am to 5 pm. Our repair technician is only contracted for repairs during that allotted time frame. If there was any confusion while speaking to his scheduling assistant, I greatly apologize for the miscommunication. ******n, who is our Customer Service Director, has spoken with Mrs. ****** on multiple occasions to clear up the discrepancies on *****'s schedule and has made no progress is scheduling the repair. We have tried to be as flexible and accommodating as possible with the 5 day, 9 hour a-day window. As of 10/20/22, ******n has closed Mrs. ******'s claim via reimubursement based off of the contractual agreement signed during her relocation. We take great pride in our customer service and would love to leave every customer completely satisfied after every relocation, but greatly apologize we were unable to do so for Mrs. ******.  

   

  Cardinal Moving Management

• Initial Complaint

  Date:09/04/2022

  Type:Sales and Advertising 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.

  Cardinal moving severely damaged two stainless french door refrigerators during the moving process, as well as damaging drywall on a staircase. The two Cardinal employees assured me that Cardinal would take care of the damage. After moving for 12 hours, I signed their paperwork without reading the fine print. When I reached out to Cardinal and initiated the damage claims process, they waited a week to inform me based on pictures that the damage to the fridge could not be repaired. They mailed me a check for $120, pointing out that the contractual agreement entitled me to a maximum of $60 per damaged item. Meanwhile, appliance repair companies informed me that parts were unavailable for one (which we had to compensate the buyers of our old home for) and the other fridge would require two new door panels which would cost me $1600 (well over half the original cost of the fridge). While their customer service representative was courteous and showed me where I signed the agreement, I take issue with the fact that I signed it *after* being reassured by the movers that Cardinal would take care of the damage, with no mention of there being a flat fee per damaged item. Legally there's not much I can do, but offering me less than 1% of the cost of the damage on one of multiple damaged items is a meaningless gesture- not a genuine attempt at fair compensation.

  

  Business Response

  Date: 10/05/2022

  To whom it may concern, 

  We completed a relocation for ****** ******* on August 13th and unfortunately there was minor damages that occurred to 2 refrigerators during the relocation process. As customer ******* mentioned in his complaint, we do have each customer select 1 of the 2 coverages we offer and have them sign off agreeing to the terms within that contractual agreement. You will notice that there are 4 paragraphs on the front of the contract, which details the guidelines we abide by when discussing reimbursement options with each customer. The last paragraph specifically states, "PLEASE NOTE: Due to their fragile nature we do not cover damage to refrigerators, appliances, televisions, glass, ceramics, particle board furniture, bonded leather, flooring or plants." We did not tell customer ******* that the refrigerators were not repairable. We made the decision to reimburse him for the damages due to the guidelines within the contractual agreement. In the customer service industry we understand that accidents may occur and we decided to reimburse customer ******* the maximum coverage for each item even though it is an item that is not covered within the guidelines. 

  Also, customer ******* states that the relocation took 12 hours to complete, which is false. You will notice that the clock started at 11:35am and ended at 6:42pm. The lead supervisor took 1 hour and 30 minutes off of the clock for break time, so customer ******* was only billed for 5 hours and 37 minutes. 

  If you have any further questions regarding this complaint, please do not hesitate to contact me. 

   

  Thank you! 

   **** ****** 

  Customer Service ******** 

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

  ********************@gmail.com