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:02/13/2025

  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 used 495 movers for the first time in July 2024. The person that signed me up didn't bother going over insurance such as I need to get the highest coverage possible in order for them to not damage all of my items. They did it in a hurry, they're responsible for not going over things with me because they did a fast move and didn't provide me with information, the owner verified this on our call. The owner also told me that all moving companies are like this, it wouldn't matter what insurance things still get broken. I filed a claim a long time ago, the third party is s joke, they're supposed to go off weight, and don't. They attempted to offer me a little over ****** for breaking my treadmill, fireplace, table, and other things. I've used side movers before so they should have educated me on the insurance as it seems that if you just go with the basic, they just destroy your items. It was a true insult to be offered that money. If I don't get resolution I'm going to court and there is where I will bring my witnesses to. I'm very unhappy with 495, and would never recommend them to anyone. When they had me describe all my items over the phone if they needed three guys, they should have sent three, and if the two that we're there needed help, they should have called them. The owner/manager already admitted they we're in the wrong, but he wants me to supply him with everything I'd bring to a court of law. He doesn't hold the movers accountable by firing them or making them pay for the items. I had very little to move and they we're in such a big hurry they ruined all of it almost.

  

  Business Response

  Date: 03/10/2025

  We appreciate the customers feedback regarding her recent move. The customer signed up for and selected basic coverage at the time of her move. We also checked in with the customer during the customers move and the customer advised that she was very pleased with the service and did not notify us of any damage or problems with the movers who were on site. It wasnt until 3 months after the customer's move that she advised us that she had damages and wanted to file a claim. 

  While the time frame to file a claim is 30 days, we provided the customer with an extension beyond the legal time limit, and the claim was processed based on the coverage level selected on the day of the move by the client as standard coverage at $0.60 per lbs.  All of her items were approved in the claim based on the weights the customer submitted or the **** weight if no weight was provided by the customer.

  After making these concessions for the customer,  the customer reached out to notify us she was not satisfied with the outcome of her claim, and she felt that she should be fully reimbursed for the total replacement cost of all of her items. Even though the customer was only entitled to the $113.25 that her claim came out to, we attempted to work with her to make amends. During our investigations and on a recorded call with this customer, she advised us that she used ********************** from her church to move her items out of the storage we delivered them to, and we cannot determine if those movers or our movers were the ones who damaged her goods. The customer stated that she had proof of our ********************** causing the damage which we requested on multiple occasions. The customer has chosen not to provide any supporting facts.

  While we were under no obligation to offer a higher amount, we care a great deal about our customers and wanted to do our very best to try to make amends. We offered the customer a sum that was far greater than what she deserved based on her contract terms. The customer chose to decline the offer.

  We do try to go above and beyond for our clients. Unfortunately, in this case, the difference between what the client is legally entitled to, what we're willing to offer, and what they expect is too big to resolve.

  Customer Answer

  Date: 03/31/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22935568
  
  I am rejecting this response because:

  The business states I signed up.  *** the owner and I have had numerous conversations prior to me reaching out.  He stated to me with witnesses present that they should have gone over all the options with me on insurances.  He also stated that this was considered a "quick move".  I do not understand that as I had been communicating with the guy who registered me and he knew I was doing the move, I but I was trying to buy time in my apartment by a week or so we kept in touch about the date is all in which I finally would move.  *** advised that's why this might have been overlooked on explaining insurances, because I moved from a small place quickly.  THIS WAS ALL DONE BY PHONE, EVEN ME PAYING. I didn't understand the levels that they provide for insurance like most customers we need things explained and they should be a responsible business who does this and takes their time to explain.  Also I told the main person who signed me up about the treadmill, it was up to the company to provide three movers or the movers that moved me to advise they needed help with a third ******* instead they ruined my big treadmill not to mention banged it into the brick walls at the house I moved from.  They don't care about my things at the normal insurance amount which is still unacceptable.  

  In response to being pleased.  The company knew we we're moving things to my storage unit.  The storage facility has on video along with the manager, the movers dropping containers outside the unit.  As I explained to *** the manager, I couldn't be two places at once in the unit, and at the truck.  When I said I was pleased I didn't know the damage they did until I went back into the locker.  I only said they we're nice, I gave them things out of my apartment that I didn't have room to store.  Again, I stress I'm one person.  I couldn't be down at the vehicle and upstairs above the garage moving in two places at once.  The house has video.  Also they couldn't even keep from denting my brand new two drawer file cabinet that I asked them to put in the back of my SUV, that got dented.  I've never witnessed such careless movers.  I didn't know that was dented until later but I didn't claim it I don't believe because it was in my SUV so I had access to papers I needed, it was brand new.  How hard is it to load a two drawer onto a mat in the back of an SUV carefully? It didn't slide around it was on a weathertech mat so it wouldn't slide. Regardless, they ruined almost every belonging I had. 

   

  The company does not want to make customers happy as *** stated to me several times that it doesn't matter what insurance you get with companies, things get broken.  ************ appears to have the attitude that even at the lowest insurance they can break and ruin every belonging that I had.  I came from a very small apartment and trusted them with my things.  I paid ****** for this move as shown on the receipt and basically paid a company to "ruin" my belongings. 

   

  They have a very shady third party company that handles their claims in which they insulted me by offering me around ****** for all those damages, when I lost thousands.  Also it's important to note they do "not" base on weight as they never asked me the weight of my treadmill as if they had that alone would be alot more than what they offered. 

   

  Again the company was aware they we're putting into storage unit until I could find an apartment, so everything sat.  They have movers that I thought understood english.  I explained over and over to please do not store my fireplace upside down, I wanted to put in my car and put it in unit last.  The movers wanted everything in boxes so they packed the boxes, not me, I had no boxes.  I took pics and sent to 495 of the movers handwriting not mine where they wrote fragile yet put in unit upside down with things on it.  I notified them right away.  Also the storage facility can verify I hadn't taken anything out.  The company has on record where they took items and they packed the unit, not me I can't lift. 

   

  The company 495 is negligent and has an attitude with customers that have an issue with their **********************.  I truly believe they want money so bad that they just do move after move without explaining what insurance to even get.  According to ***, that wouldn't matter anyhow.  He stated to me last week with my friends present on the phone, "look we are doing you a favor offering you 1,000"  I have witnesses to this.  A favor?  I called to ask him if he would also give me the amount of my move.  I'm the one who lost all these items due to their movers.  I asked him why he doesn't make the movers be more careful and take the loss from their pay?  They're allowing movers like this and it needs to stop for all consumers.  They need to explain why the guy didn't go over all this with me.  I had no idea that their movers we're so negligent.  Businesses continue to get away with scamming and ripping customers off.  

   

  As for the company advising I didn't provide proof, I offered for them to speak with the manager of the facility.  As a customer I will use video recordings from the storage unit, the prior house I moved from, and witnesses for a courtroom.  I was trying to get them to help me and care about what I suffered.  The movers from the church didn't move anything until pics we're taken and they knew that.  It was my family and a couple of extra guys helped from the church who we're young and strong.  To imply that they hurt the items is not acceptable as I told them the unit has video.  

   

  The company has not attempted to go above and beyond.  They also should have stipulations in their paperwork they email to me on a receipt since "all" of this was handled over the phone even giving my card info that if you're moving to a storage facility, it's a different amount of time.  This is why as a customer I find this very shady.  They didn't go over anything with me or to even state hey if anything is wrong you have 30 days.  When customers put their trust in a company they expect they go over things and if they don't, there's a reason. 

   

  For 495 to be allowed to ruin all of my things when I had so little is absolutely unacceptable.  I would never recommend them to anyone because they don't make it right.  Nobody damaged the items except their two movers who we're in a big hurry. I find it insulting the way this has been handled to include their 3rd party company.  They should have gone over "everything" with me as a customer.  I paid for a move, I expect the same treatment as someone moving from a home, they did not treat me this way.  It appears to me it was a way to collect this money and hurry and get my things out, if things got broken they don't care.  For *** the manager to state on a "recorded" line and in front of witnesses that my move was considered a "quick move" tells us that mine wasn't taken serious.  As far as timeline, I had no idea about the 30 days as I told them this was going into storage until I could as I got hurt on my job.  I expect as a paying customer spending thousands on a move that I get the same full respect, education about the move, and treatment.  My family and a couple of church people didn't touch the things prior to this and they know that. I'm truly distgusted with how they treat a customer when something goes wrong.  *** even stated they should have provided me the same education over the phone and that everyone else gets. 

   

  I will close with this.  I will be providing to you BBB photos tonight and email communications to add to this complaint.  I want to address one more thing.  As far as giving them all my proof, that's for a courtroom as well as witnesses.  That would not give me a case as I tried to be honest with them that we have video and I can bring it to court as well as witnesses who saw things.  I was trying to have them be fair outside a courtroom to save us from doing this is all and taking less for things hoping they would work in good faith, I was wrong to think they would.

   

  I will forward the items I want attached with this tonight when I get home as I still have a few days to submit.  I called you all when this was sent out and advised I never got this response, not even in spam so the lady sent to me.  I wanted to go ahead and respond to this with at least my responses to them.  I also want you to know that *** didn't appear to take it serious with the BBB based on our last conversation.  He said on the recorded line yeah I saw where you contacted some company about us.  I thought businesses understood how serious customers are when we feel the need to reach out to you.  

   

  Thank you for you trying to help me, I will submit the rest of this tonight when I get home.  Please let me know if I will still have access to this link to provide my info as I do want to send you the pics, and email communications as well. 

   

   

  Regards,
  
  ********* *******
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 04/02/2025

  Hello Cristiana,

  While I do not agree with the business's resolution I'm going to accept the *******. The movers were not careful at all with my household vlbelomgings and ruined almost everything they moved. I will not use 495 movers ever again. I feel that the business doesn't care or explain things to customers and was advised it wouldn't matter what level of insurance i got. Even at the lowest insurance movers should handle items we entrust in their care to remain in the condition they found them in. The third party did not base items on weight as they never asked me for names and models. I had so little to move, and they ruined almost all of it. I'm not happy with 495 movers at all. The co.pany requested that I close out this complaint before they'd pay me. I'm devastated over the loss of not only expensive items but my sentimental ones. They're not holding their movers accountable, it's not acceptable.  

• Initial Complaint

  Date:10/18/2023

  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.

  We contracted 495 movers to do our cross country move. ******* came out to look at our house to give us a quote. He viewed all the rooms and gave us a quote. They came to pack us up and in the process of packing us damaged some of our goods. They packed us up after our household goods were on the truck and then told us it was going to be $15k more than they quoted us. Of course they had all our stuff packed already so we had no choice but to pay what was owed at that time. Then after we get to our destination they called and said that we would owe even more money in storage than what we were quoted and agreed to, twice as much. I was angry and I spoke to their customer service. She advised that they were going to have them recheck the sq footage and called me back and said yes they misestimated it and that they would only charge us the original storage fee and that they would only charge us their cost for the small extra sq footage and we would only owe $4,200 when they delivered goods. Then I get a call today saying they couldn’t deliver all our stuff in one trip since they misestimated how much we had, even after their manger physically went to the warehouse to look at our stuff, so they didn’t have enough room on the truck (they booked someone else’s shipment with ours which is not our complaint ) and that we would have to pay more to have our remaining stuff delivered at a date they couldn’t give me. We had an agreement on how much we would owe to have our goods delivered and now they are not honoring that agreed to price and wont deliver our remaining goods without an additional cost that he said could be $1700 more money. I feel like this their way of getting more money out of us for their mistake that we had settled. We are reaching out to you for assistance 

  

  Business Response

  Date: 12/07/2023

  Hi *****,
  
  Thank you for being a valued customer. We sincerely apologize for the experience that you had. 
  
  The preliminary walkthrough with our rep provided the information that the estimate you receive is volume-based and was noted that the final charges will be based on the actual total volume of your shipment. Upon arrival for your pickup, additional volume that was not accounted for in your original estimate was present. This issue was discussed with you at the time and as a way to help and accommodate for the drastic changes between the two, we reduced the overall charges. The call that you got requesting the additional $1700 was a mistake on our part and was not charged to you. We are very sorry about any inconvenience that may have caused you.

  We have spoken by phone a few times since your BBB complaint was submitted and I believe that we have fully resolved all issues you had surrounding your move. As we discussed by phone, no additional charges outside of what we originally settled with you after the pickup were charged.

  If you have any additional concerns, we are here for you. Please feel free to reach out to our Customer Care team.