Complaints
This profile includes complaints for Isaac's Moving & Storage's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/16/2023
Type: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 was contracted with by my insurance company to pack out my property to repair damage. I have requested my property be returned to me since June 5, 2023. My follow-up requests have gone unanswered, and I am concerned. I also need my belongings back. Please help.
Business Response
Date: 06/20/2023
Dear ****,
My name is ***************** and I am the Director of Moving Services here at *****'s. I fires want to apologize for any frustration that you may have experienced. My understanding is that ********************* (your moving consultant) has tried to reach out to you to schedule your delivery out of storage but was not successful in connecting. Please contact me at ************ and I will be more than happy to help you.
***************** - ************ - *****************************************************
Customer Answer
Date: 07/04/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I have been unable to get a response from this business after they are storing my items and are supposed to deliver them to me. I filed with BBB, and they finally responded and set up a delivery date of 6/26/2023. My property has not been delivered, and the business is not answering phones, texts, or emails. I need my property returned to me as I have been asking since May 2023. I am concerned my property has been stolen and have involved the police.
Return all of my property to me undamaged and in its entirety immediately. Reimburse all related costs, which are growing, for not providing my items as agreed and requested.
Business Response
Date: 07/05/2023
Hello. this is in response to a complaint made by **************************** Please see the attached email as I have offered to deliver her house hold goods on several occasions and she rejected all of those times indicating that they don't work for her schedule. **** did request some specific dates but unfortunately we were already booked and did not have any availability on the dates that she requested. I also reassured her that her goods are safe and sound here at our warehouse.
Please feel free to contact me with any questions - ******************************************************* ************.
Customer Answer
Date: 07/05/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
That email was never sent to my email address as I have checked for it in Spam and in all folders, and it does not exist. Second, the dates included in the document that was attached encompass the only week for which I am out of town, as discussed on the phone call with this individual who did not offer any dates for delivery to me during the discussion. Third, I have been requesting my property be delivered since May 26, and dates supposedly, but not actually, stated for July are well out of the range of expected and promised delivery. I offered several dates to this individual, which were all rejected, and this has been ongoing since May ***** over a month). To date, there is no offer to deliver my property as the agreed on date of June 26 was ignored. I have requested my property be delivered on multiple occasions and through voice, text, and the ********* police department without success, and I am concerned something has happened to my property. ************* has consumer protections in place, and the replacement value of my items is at least well into the 6 figures possibly 7 figures.
I need my property delivered and have already been forced to order new beds, a new desk, and many other items of subpar quality to the well made property this business is withholding from me because I need a place to sleep and work. I am at a loss of what to do going forward except for involving the police and possibly courts. Please advise and assist with this negligent business.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
Business Response
Date: 07/12/2023
Not sure why the email was never received by the customer. I am happy to communicate via the BBB platform if that is best. The next available dates we can deliver the house hold goods are:
Thursday 7/13 (I would need to know by 12pm if this date works).
Monday 7/17
Fri 7/21
Sat 7/22
Please call me (***************** - Director of Moving Services) to schedule your delivery. I can be reached at ************
Customer Answer
Date: 07/12/2023
The offered dates are greater than 2 months past the original accepted dates that were missed without communication by this organization. This company is expected to provide advance notice and actual delivery of my property immediately. I will accept delivery only on a Friday with the police present as ****** and to provide full compensation on all costs incurred due to non-response and withholding my property illegally. Costs are >$25,000 to date.
BBB, please assist. I expect to be notified of any and all actions to move forward with this claim. Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
Business Response
Date: 07/13/2023
Please confirm that we can deliver on Friday 7/21.Customer Answer
Date: 07/19/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Hello,Yes, please deliver to ************************************ ******, ** ***** on Friday, 7/21 between the hours of 11:30am ET and 6pm ET.
Please confirm receipt.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
Business Response
Date: 07/24/2023
Delivery was completed per the customer's request on 7/21.Customer Answer
Date: 07/24/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
This business continues to fail to deliver my property and withhold it from me unlawfully despite repeated requests, agreed on dates of delivery, and multiple months of property deprivation without explanation. I don't understand what is going on. It's a simple request to deliver my property to me, but months later and multiple failed delivery dates later here we are. Please deliver my property immediately as previously requested and agreed.
BBB, please advise me on the next steps as attempting to resolve with the business does not seem to be possible.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
Business Response
Date: 07/31/2023
I don't understand what other action I need to take. The goods were successfully delivered on 7/21.Customer Answer
Date: 08/05/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Same as previous. Awaiting delivery of property and seeking assistance with the failure of this company to deliver my property as agreed, even in these messages here exchanged through the Better Business Bureau.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
Business Response
Date: 08/17/2023
To whom it may concern:
I am emailing to confirm that ******************** household goods were successfully delivered on Friday 7/21. The goods were delivered in the same condition that they were pickup in.
If there are any questions, please contact me.
Regards,Customer Answer
Date: 08/17/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
The business has communicated to me that they have lost all of my belongings. This is very distressing that everything has been lost and they refuse to deliver my property. BBB, please assist with the replacement cost to my items, recovering the $11,700 this company was paid to deliver my property, and all other damages including punitive damages for the state for violating state law. Consumer protection law in *************, chapter 93A, provides for treble damages in these situations.
Heirlooms have been lost, handmade furniture, and multiple pieces of irreplaceable art have been lost. This is very distressing. I formally request assistance with my issue and revoking this company's ability to conduct business in this state. Damages are not limited to my property only, but the damage I have incurred are extensive.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
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