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:09/09/2023

  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.

  Contacted them July 5th about moving from my apartment at * ************** to ******************************. Was given and estimate of 1,112.70 - 1,321.70 for 3 men at $220 per hour for 3:30 to 4:30 hours of work moving a two bedroom apartment. I had to cancel and reschedule due to the heat index of the original weekend date being over 110 degrees. I rescheduled and paid a fee of $600 dollars to cancel/reschedule and when they came back, their estimate was $3,097.22 for the same amount of items and same number of men and hours to move.

  

  Business Response

  Date: 11/24/2023

  Dear ****,

  We appreciate your feedback and want to address your concerns. I apologise for any inconvenience.
  
  After thorough review of your complaint, I have to advise you that the increase in the estimated cost was due to a revision in the inventory, resulting in items you added for the move. Please note that our initial estimate was based on the information provided initially.

  Regarding the $600 cancellation/reschedule fee, this is in accordance with our terms and conditions, which you agreed to when booking our services. We understand the need for flexibility, especially in extreme weather conditions.

  As a goodwill gesture, we are more than willing to refund the reschedule fee.

  To proceed with the refund, kindly contact us at your earliest convenience.

  We value your business and aim to make your moving experience as smooth as possible. Thank you for bringing this to our attention, and we look forward to resolving it to your satisfaction.

• Initial Complaint

  Date:07/31/2023

  Type:Service or Repair 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.

  Zip Moving and Storage was hired to move me from Fairfax, VA to Ellicott City, MD on July 27, 2023 between 8-10am. When the movers arrived, there was a disagreement between moving a table vs desk. The movers were very annoyed about having to move a table. I told them not to worry about it and that I would reach out to ***** (the representative that I was working with) to figure out this discrepancy. I left them in the garage to work while I proceeded into the house to make the call to *****. When I came back to the garage to check on them, I was shocked to see that they were gone and my items were left in the driveway. When I called *****, she explained the workers "left bc of a hostile work environment"?? I was fine with them not doing the job they were hired to do, but then Zip Moving and Storage charged me $790! They never rendered any services to me, left the job incomplete and I was left scrambling to find another moving company on such short notice. I have attempted to resolve this matter with Zip Storage and Moving Company directly, but they have been unresponsive to my inquiries and have not provided any reasonable explanation for their actions. As a result, I am left with no choice but to seek assistance from the Better Business Bureau to resolve this issue fairly. I kindly request the Better Business Bureau to investigate this matter and intervene on my behalf to rectify the situation. I am seeking a full refund of the fraudulent charges imposed by Zip Storage and Moving Company, as well as an assurance that they will cease such deceptive practices in the future.

  

  Business Response

  Date: 08/08/2023

  Dear ******,

  Your feedback is deeply valued, and I am committed to addressing this situation promptly and satisfactorily.

  Upon reviewing the details you provided, I fully understand the frustration and inconvenience you experienced, however please bear in mind that we had to call off the move due to hostile atmosphere on the location and due to moving crew's safety.

  Despite this - I am pleased to offer you a full refund, as a gesture of goodwill.

  If there are any further details or clarifications you would like to discuss, or if you have any questions about the refund process, please do not hesitate to contact us at ************.

  Customer Answer

  Date: 08/08/2023

  [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.  Although I don't agree with the workers being in any sort of danger (we were not even in the same room with them when they left), I accept the refund because it was not I who cancelled the move but them. And according to their own contract, they never should have charged us. It was highly unprofessional and incredibly inconvenient. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:09/14/2022

  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.

  I contacted Zip Moving company on 10Sep22 concerning picking up my household goods curbside on 13Sep22. I advised Nikki the dispatch agent I hired another Moving company to come and retrieve my household goods. When asked why I engaged in a conversation to let her know Zip has been not been responsive to my claim. In addition, I felt my household items are not secure at Zip Moving storage. Nikki put me on to inquire about my broken items. She come back to the phone and acknowledge the team sent pictures of my broken items and Zip would take full responsibility. I then was quoted a price on $991.37 to retrieve my items. I told her I think it is robbery to charge me for what the movers picking my household goods curbside is going to do. However, I pay the invoice so my items could be retrieve by the other movers. I call Zip on 12Sep22 to ensure my curbside pick was scheduled. I once again was ensured I was on the schedule. On 13Sept I received a call from my hired movers retrieving my curbside pick at 900am my household goods was no where insight. Also, no one could assist them with my curbside pick up. I called Zip to inquire why my household goods are not on the loading dock and the time was 935am. I was told the drivers would be there soon but she didn't know when because she I'd dispatch not the driver. I told Nikki from Zip I am now being charged waiting fees by the company waiting to pick my household goods. She says Zip will take full responsibility to ensure I am made whole. Zip driver and movers did not place my household goods on the loading dock until after 10am. I paid the invoice that is how I was able to retrieve my items but I have not been reimbursed for my broken items are extra fees I incurred waiting for my household items to be placed on the loading dock for pickup. I would not recommend this company to stay in busy. For reasons of incompetent employees and failure to deliver what the contracted agreement states. Dissatisfied!

  Customer Answer

  Date: 09/25/2022

  Please do not post my final payment with my address  information.  I submitted so that BBB would have evidence of my payment.  I want Zip storage to reimburse me for my $2354 table that was broken.  I don't expect the full amount I paid for the table but at least half.  I would also like to be reimburse for the 1hr I was charged by the other moving company because Zip did not have my household goods on the loading dock at the time of the contractual agreed time. That amount is $150 for the one hour they waited. 

  

  Business Response

  Date: 11/21/2022

  Dear ******,

  Thank you for bringing the matter to our attention.  I am truly sorry to learn you were not satisfied with the service provided.

  Please bear in mind that I will be more than happy to investigate the whole matter and provide monetary compensation accordingly.  Feel free to contact me directly on ***-***-****, and I will make sure to settle your claim as soon as possible.  Alternatively, you can file an official claim with CSI (claims.csipros.org).  This is a third party agency that handles the majority of our complaints, as they are able to do the estimate of the damages based on the information you provide to them and level of liability you purchased prior to the move.  Once they forward the estimate, we will issue the advised refund due at earliest convenience. In addition to their estimate for the damage, I'll compensate you for the lost hour.  
  Looking forward to hearing from you soon,
  Tiana
  Tiana Sr***********
  Customer Service Manager 

• Initial Complaint

  Date:08/01/2022

  Type:Service or Repair 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.

  On July 15th, I booked a pack and move with Zip Moving and Storage through their sales representative Mia R*********. After submitting my $120 deposit and finalizing details of the move, I arranged for reserved parking at the unloading location and planned (as discussed with Mia) for use of the alley behind my rental for loading. On August 1st, the morning of the move, the team leader notified me that their 26 foot truck would not fit into my alley. Because I was not informed of this before hand there was no alternative parking available for unloading. The movers had initially attempted to package items and transport them to the end if the alley where the truck was able to fit, but after the tesm got into a verbal altercation with a drive who was attempting to use the alley, they decided to cancel my move and placed the items back in my house and left wirh any remedy. I called the company to seek alternative dates for the move so that i could coordiante the required street parkijg reservation and no one has gotten back to me. I relayed the urgency of the matter as my lease ends in 3 days and I need to be moved out. When i expressed this and that if they are not able to accommodate my move, I would like a refund so that i can identify movers who could, I was informed that canceling my move same day would result in a full charge for services, even though I was not canceling the move (it was Zip Moving who did not have the correct equipment/truck and did not appropriately book my move to ensure they would be able to accommodate an alley loading. No one will answer my calls. And I have not received any further information about addressing my move and refund.

  

  Business Response

  Date: 08/19/2022

  To whom it may concern,

  We made contact with the customer directly, and offered resolution which was accepted by customer.  The customer also agreed to therefore settle this BBB claim, and you can expect them to contact you directly in order to settle this claim. 

  Thank you

  Customer Answer

  Date: 08/21/2022

  [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,
  
  ***************************