Complaints

This profile includes complaints for Great Nation Moving's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Great Nation Moving

  15914 Indianola Dr Rockville, MD 20855-2103

  
• 

  Great Nation Moving

  11910 Parklawn Dr Ste U Rockville, MD 20852-2625

  

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:05/08/2023

  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.

  September 2022, I contacted Great Nation Moving (GNM) to packed my household goods, load it on the truck in ******** and deliver it to Public Storage in **********. I paid them ********* for the move (********* base price + ******** for material and packing + ****** grandfather clock fee = *********). A deposit was with a company affiliated with ***. On delivery, they did not unpack and they were supposed to unpack, there were furniture not wrapped, furniture damaged, containers missing, containers broken along with some items inside. The truck had my items loaded first with a small amount of items they stated will be in front of my items to unloaded first in ***** and I would be second. I was first and noticed some of the boxes in the back of the truck had the number 2 as my belongings, but I was told it belonged to another party having them to move my belongings around and when I questioned it to see the items, I was told no and I had to get off the truck. I filed a claim with *************************** part of *** and the decision was ******, but not for all that was damage and/or missing. For example: I paid 175 for them to pack my grandfather clock and it was broken. I had neck surgery and my doctor recommended a Sleep Number Bed, which was 3 parts and all parts were damaged and they wanted to only pay for the mattress. I had another mattress damage, but not included. I requested arbitration, which is in there contract many times with no response. I had an attorney to contact *** with no response. I emailed the CEO my issues, he acted like he was unaware, which I spoke with him and he hung up the phone on me. Later, in responding to my email he stated that he will resolve my complaint with a small amount. I asked for a reasonable amount or schedule arbitration with no response. I contacted his employees with no response. My attorney sent another letter May 3, 2023. Attached attorney letters, contract and claim information, and conversations through emails.

  

  Business Response

  Date: 05/17/2023

  This is a Great Nation response to the above mentioned complaint. We would like to apologies for not exceeding customer expectations. We did review the  account and below have outline our response:
  
  
  On 09/22/2023 Great Nation Delivered shippers house hold goods to their own storage unit located at- 7791. *******************************. As per the contract between *** and shipper upon delivery  (either to a residential home and/or storage unit) the company/carrier (in this case GNM) is not responsible if client hires a third company to later on move the items from shippers storage unit into the house. Upon delivery shippers had an opportunity to inspect the items and make necessary notation on the bill of lading such as damages, scratch, loss and etc. According to the contract signed and agreed shipper can file  claim within 9 months after delivery , however, if the shippers hires a third company to handle the move within the given 9 months *** is not to be held liable for any damage, missing or loss. *** claim department already reviewed and approved  shippers claim in accordance of the coverage shippers account held but the customer is not satisfied, unfortunately. We can not honor shippers request to review the claim as  FVP (full value protection) since no an additional coverage was purchased at the time of the moving process. Again *** can not be held liable if a third moving provider was hired to load customers goods from the storage (where GNM delivered)  unit to customers permanent resident home. *** office approved $350.00 compensation in a good faith. If shippers agrees to accept the courtesy compensation they will need to contact our office- ****************************** to proceed further with the compensation. Thank you

  Customer Answer

  Date: 05/26/2023

  [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: 20032209
  
  I am rejecting this response because:

  See Attachments
  
  
  Regards,
  
  ********* ****
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:10/18/2022

  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.

  I first contacted GMM June 9, 2022 to quote for a move in late August. I spoke with ***************************. who requested I fill out an estimate form, and I soon received the initial quote for 800 Cubic Feet (Cf) when we spoke the following day. When I made a deposit on July 10 - and many subsequent calls after - I referenced that I overestimated the initial inventory amount so that I did not have sticker shock at the cost, and also shared that I was consolidating and selling off furniture to help reduce the cost of and help pay for the move. I also added storage to my move once I confirmed my address and moving date.On August 13, I sent an email to ******** requesting the pertinent info to make a check out to GMM. August 15, she replied with the info & another reply OFFERED TO REVIEW MY FINAL INVENTORY.I replied Yes, offered up a date, and asked "let me know if you need to chat earlier than that." I received no reply.On August 23, I receivedthe invoice from ***********************, and find that my actual inventory is only 600 cu.I call ****'s direct line and reference the amount sent to me. I express that I am frustrated by the "discount" where she says "final inventory should be provided 48 hours before the move, because we hold that space in storage, and if it doesn't take that space up, we could have provided that to another customer."I stressed to **** that I indeed, reached out to ********, and had we spoken, my estimate would have been less than 800 - I would have estimated 700 cubic feet.After multiple calls and emails, on September 1st, ******** returned my call and said she was "sorry" we didn't connect and **** was on it. On September 6, ***************************** emailed me my revised/final move invoice. It included the original $100 and a courtesy discount of $100, which was "the best they could do."Nowhere in any email, contract, nor in verbal communications was the 48 hour final inventory count mentioned as a statement, rule, or notice within the fine print.

  

  Business Response

  Date: 11/08/2022

  Complaint # *******
  Shippers: ***********************************
  
  This is a Great Nation response to the above mentioned complaint. We would like to apologies for not exceeding customer expectations. We did review the  account and below have outline our response:
  
  June 6, 2022 we contacted the shipper to follow up on a relocation estimate inquiry.
  
  June10, 2022 based on the inventory provided by shipper we created an estimate of 800 CBF shipment. We emailed the estimate to shipper for a review before reservation.
  
  June 13, 2022 shipper contacted us - A SIT (STORAGE IN TRANSIT) was added to the estimate. We update the estimate accordingly and emailed it to shipper on that same day.
  
  June 30, 2022 the estimate was revised again -Warehouse service was added. The updated estimate was emailed to shipper on that same day of the revision.
  
  August 10,2022 shipper was contacted by our office for a follow up of the upcoming move and for any questions over the estimate. There was no changes made over the inventory list. Shipper asked if we can do the move on her preferred date August 20, 2022. Also, the moving coordinator asked to get connected and go over the inventory list before the moving day. Shipper never connected with her moving coordinator to make a revision or changes before the actual move.(we have attached a copy of the email) 

  Estimate States:
  
  This job is subject to a minimum handling fee. If the job is smaller than estimated, then credit of $50 per 100 cubic feet will apply. Due to the nature of our business all pick up and delivery dates can not be guaranteed. If you notice that this estimate is missing any inventory items or contact information please contact your moving representative for corrections.
  
  No calls were made by shipper before the actual move date. We do have a space reservation which means the company is to guarantee  the estimated cbf/space on the truck needed for a job , therefore, only a credit is to be applied if the shipment comes less.

  According to the contract we were to apply only $100.00 , however the company applied $200.00 just because we understand moving is overwhelming and sometimes there is not much time to get everything done timely. I am so sorry if our help was not enough but again our logistics  planned the crew and the truck  according to the estimate.. In a good faith we are willing to additionally help with $100.00 which actually now brings customer move cost close to what we were supposed to charge for the actual cbf of the final shipment. I hope shippers finds this helpful as we are going beyond what were supposed to.. 

  Customer Answer

  Date: 11/10/2022

  [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: ********
  
  I am rejecting this response because:

  
  

  In relation to your comment:

  Shipper never connected with her moving coordinator to make a revision or changes before the actual move.(we have attached a copy of the email)

  Estimate States:

  This job is subject to a minimum handling fee. If the job is smaller than estimated, then credit of $50 per 100 cubic feet will apply. Due to the nature of our business all pick up and delivery dates can not be guaranteed. If you notice that this estimate is missing any inventory items or contact information please contact your moving representative for corrections.

  This is incorrect. I am RE ATTACHING the reply I DID in fact make to the representative for corrections to the inventory, a little over an hour later. It is disingenuous to insinuate that I did not reply or ignored it.

  
  

  I was forthright and forthcoming through every stage of the process regarding this move, and ****** communicated my needs. Including the fact that with every communications I had with ********, I indicated that I overestimated what I would have, and would re-evaluate as I was selling off furniture to accommodate the relocation. If phone calls were recorded, you could find evidence that points to the fact that I knew that I would be estimating less than what I provided.

  
  

  While I do appreciate the additional $100 dollar credit, I do not appreciate that the claims were made that I did not do my due diligence as a customer. 

  
  

  While your fine print within estimate mentions those fees, it DOES NOT SAY that the estimate must be changed by a certain time or date, which was verbally communicated to me by a different representative, ****. Had that been stated in writing anywhere, I would have been much more adamant about changing that estimated number ahead of time and ensuring I had that number reflected before the movers came.

  
  

  I am not sure if the BBB shares with you all attachments I provided, but since character counts are limited in initial complaints, I am attaching the more detailed one I provided as well.

  
  

  I did reach out to change the estimate, and no good faith was made to reach out to me or reply, and no where did it state that there was a cut off time to make changes to the estimate. 

  
  

  I ensure you that I do not make this claim lightly, and appreciate further consideration and research into this matter.
  
  Regards,
  
  ***********************************
  

• Initial Complaint

  Date:09/05/2022

  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.

  Mine was a rush to move. I happened on to Great Nation and they had an opening that same week. They sent a quote quickly, it seemed reasonable, so on June 9th I paid the deposit of $500 using a credit card. Then for pickup of my belongings on June 10th, I had to send $1323.26 using ***** to ***** as instructed by *****. I found it strange but did it anyway because I was in desperate need. Great Nation Moving picked up my belongings in MD to transport them to TX. The delivery range was between 6/14 -7/5. I received my belongings on Sunday 6/19th. Half way through the move being unloaded, the movers asked me if I knew which other items on the truck were mine. They explained that they were not the ones who loaded the items onto the truck and therefore did not know. I pointed out which items were mine and they unloaded them into the garage. A few boxes were in bad shape, a couple of minor things were broken, but the real damage was to a stand-up desk. It is apparent from the damage that they placed heavy objects on the table causing the frame to bend. The desktop is no longer level and I can't fix it. I can't use the desk as is so I submitted a claim. The process to submit a claim is tedious, manual, and long. After complying with the process, they responded with a consideration amount of $24 for a $408 desk. They base their calculations on weight at $.60 per pound. I will not use again, nor do I recommend, this company to anyone based on this experience.

  

  Business Response

  Date: 09/15/2022

  Hello There,

  wwe are truly sorry for the the damaged desk.

  we can offer a ***** compensation of $75

  because you have elected a liability protection plan our responsibility is only $.60 per ld per article

  i hope you accept the better offer of 300% over

  of $75