Complaints

This profile includes complaints for Boston Best Rate Movers's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Boston Best Rate Movers

  252R Calvary St Waltham, MA 02453-8366

  
• 

  Boston Best Rate Movers

  26 Lincoln Street Boston, MA 02135

  

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:06/02/2025

  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.

  I wanted to hire Gentle Giant Movers and googled their number. I called and booked a move and got boxes dropped off. When boxes came they didnt say Gentle Giant. I realized this company says Gentle Giant Moving Boston when you search but theyre actually another company. Theyre purposefully tricking people searching for Gentle Giant. So I realized and canceled my move and theyre saying $99/day not refundable for $297. I want that money back. This is fraudulent.

  

  Business Response

  Date: 06/02/2025

  We appreciate the opportunity to respond and clarify the situation.
  The customer initially contacted us and booked a move, paying a deposit and receiving packing materials. Our companys name and logo are prominently displayed on all correspondence and the order of service that the customer signed, leaving no room for confusion regarding our identity.
  Its important to note that when customers search for ********************** services online, they may click on sponsored ads rather than the specific company they intended to hire. This is a common occurrence and something outside of our control. We do not misrepresent ourselves as another company, and all our materials and communications are branded with our own information.
  When the customer called to cancel a few days after the box delivery, no mention was made that the cancellation was due to confusion with another company. The customer simply stated that their ********************** plans had changed. As per our clear policy, the deposit is non-refundable.
  We operate with full transparency and integrity. If the customer has any further concerns, we are open to addressing them directly.
  Thank you.

  Customer Answer

  Date: 06/03/2025

  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. 

  It is absurd to suggest that having Gentle Giant Moving in large letters beneath another business name in small letters is not deceptive. I did not call myself to get my money back, my assistant did, so that conversation is not pertinent to my complaint. Ill just take it up with **** if the business wont refund my money voluntarily  I opted to give them an opportunity first  
  

   
  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,

  Bronwen

   

   

  

  Business Response

  Date: 06/16/2025

  Thank you for your follow-up. We want to address your concerns thoroughly. When you booked your move with us, all of our communication, including the phone greeting, paperwork, emails, and even the confirmation page you signed, clearly stated Boston Best Rate Movers. When you called to cancel, you mentioned that your plans had changed and did not bring up any concerns about our company name at that time. If there has been any misunderstanding, we are more than happy to discuss your deposit with you. Please feel free to reach out to us directly so we can resolve this to your satisfaction.

• Initial Complaint

  Date:03/17/2024

  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 got a quote on line for 500-900$. I made sure that was going to be the price when he arrived. I told the head guy that a company was helping me pay.After everything was moved he waited until the company that was paying only had 10 min to pay to present the bill of almost 1600 dollars. He lied to them and told the company he expkained everything to me which nothing was said, except that it would be more towards the 800 dollars. Then he talked about a half truck vs a whole truck- nothing said about that! etc.. every time I tried to speak up and tell the truth he told me to " be quiet"! Then he kept degrading me and saying if you hire movers you should have toe money- well we did until they charged us double! so the company that was helping me pay had to look for funds while I felt threatend in my New apartment because he kept degrading me and wouldnt leave without payment, not even stand outside. I even gave them cold drinks and long lunches on my time. This isnt right! They should be held to the contract!

  

  Business Response

  Date: 03/17/2024

  We regret to learn that the customer was not pleased with his overall experience with our company.
  Our aim is to satisfy all customers, regardless of the circumstances.
  
  Let us review the facts of this situation.
  The customer booked his move in November 2023. Initially, the move was slated for December, but the customer rescheduled his move about 5 times and ultimately moved on 3/15/2024.
  The customer signed the order of service and agreed to our cancellation and rescheduling policy, which states that we have a $69 rescheduling fee. However, we did not charge the customer the fee and worked with him to reschedule his move each time.
  Also, the order of service stated that we charge by the hour and that the customers final bill would be determined by the actual time the move took.
  As stated above, our company has an hourly rate and we charge by the hour rather than by the space on the truck. However, the more items a customer has to move, the more space it will take on the truck and the more time it will take to move it.
  Initially, the customer said that he had a large two-bedroom apartment but did not provide an inventory of items to be moved. Typically, a large two-bedroom apartment should only take up half of a large moving truck. Based on this information, we provided an estimate of 5 hours. However, the customer had a full truck worth of items, which took the movers 9 and a half hours to move.
  Also, the customer informed us that his sister would be paying for the move rather than a company and the customer did not mention that the payment had to be made by 5 p.m. At the end of the move, the customer paid some of the balance in cash and attempted to pay the rest with a credit card that was declined. The movers waited for nearly an hour for the customer to pay his bill.
  Since our goal is to satisfy all customers, the first option would be for the customer to contact our company to see what we can do to make it better. However, the customer never contacted us after his move.
  The customer may still contact our office at any time to see what we can do to work with him to make him happy.

  Customer Answer

  Date: 03/18/2024

  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 .

  first of all they never asked us for an inventory. Secondly Ivdid say large apartment, not small. It took 9 hours because I gave them a couple of breaks one for lunch apparently on my time. If I knew the clock was still running I would not have been so kind. Forgive me for treating people with respect. 

  I only found out this company was going to help me pay the day of. It was a surprise to me too. It was actually a blessing. Who cares how it was paid as long as it was paid! 
  

  If they hadnt taken that long lunch, they would have been done sooner. But I still think they were still trying to draw out the time. With all the lies the lead guy told the company. Then kept telling me to be quiet so they didnt hear the truth. I even asked to speak to his boss and he told me I could not! So there. Dont tell me I never tried to contact them. They demeaned me for getting help paying and treating me with disrespect after I treated the movers with respect. 

  
  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,

  Jemelle

   

   

  

  Business Response

  Date: 03/29/2024

  The customer should have called the company's office instead of writing lies here. The day after submitting the customer's complaint, we called the customer and refunded the customer the time that she claimed was taken by the movers as a break. Also, we told the customer that we would refund the money to the card used to pay for the move (the card of the company that paid for her move) but the customer insisted that we give her the refund in cash and not the company that paid for the move! The customer signed a settlement form agreeing to the time and money refunded.  Please see the attached settlement.

• Initial Complaint

  Date:11/07/2022

  Type:Order 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.

  Hello, I hired Boston Best Rate movers to move the entire contents of my condo to a storage unit then from the storage unit to my new home in ******* ** on April 2022. The movers and the move went well, but two items were broken. 1. two step stool I need to get in and out of a very high bed. 2. broke the grate of new electric ***** grill. These are not expensive items to replacement and I am disappointed that Boston Best Rate Movers would only allow 1/2 the cost to replace the grate and not the step stool at all. Their movers moved me both ways and they should replace what they broke. I currently have my kitchen step stool in my bedroom so that I can get in and out of bed.

  

  Business Response

  Date: 11/14/2022

  Hi *****************************, 

  I'm so sorry to hear about your experience with our company, especially as a return customer.
  Our company motto is to make every customer happy no matter what!
  I will have our customer service call you tomorrow or you can call our office at ************ to talk to customer service, and we will sort it out to your satisfaction.
  Again, sorry about all that, but we will make sure you'll be satisfied.

  Customer Answer

  Date: 11/14/2022

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************