Complaints

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

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  Apex Moving Systems Inc

  11810 Grand Park Ave Ste 500 Rockville, MD 20852-8679

• 

  Apex Moving Systems Inc

  199 E Montgomery Ave Ste 100 Rockville, MD 20850-2361

• 

  Apex Moving Systems Inc

  9711 Washingtonian Blvd Gaithersburg, MD 20878-7365

• 

  Apex Moving Systems Inc

  12205 Braxfield Ct Apt 16 Rockville, MD 20852-2013

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:09/07/2023

  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.

  July 3 - Company loaded most of personal items on truck (sent several packers (some were young), only one English speaking). Despite telling them not to, packed several items they shouldn't have (e.g. dish washer utensil holder).July 4 - Came back the next day with a bigger truck still could not fit all items (had to leave some behind), truck also had other customer items on it. Originally $17,210 with discount of $825. Total paid $16,385 (due to lack of space on truck) after originally quoted at $11,928. Young packers wasted space, rushing  the packing process and not correctly packing. Several times I tried to instruct non-english packers how to properly pack (some aerosols packed, some light boxes not completely packed, etc.) At least once, I walked in the kitchen where the young packer attempted to disassemble the table incorrectly and the lead had to come instruct him as it was damaging the table. July 14th - Items arrived after paying complete balance (0$ owed), they were not going to bring items until balance was completely paid. However, fridge moldy, only two unloaders (only one English speaker) unlike the 5 that packed. Without asking used my impact drill to put together items (packer forgot drill), but didn't understand the power and damaged items putting cabinets back together. Driver forced us to sign the papers that night saying "I want to leave", and "if you find anything else just call the company", not giving us enough time to check for any further damage. As we cleared things out, we sent pictures of additional damage found to the driver.July 23 - Aug 21 We put in a claim via email for damage, ***** from the company, denied most of the claim for damage except the fridge, despite us sending screenshots and filling out the claim properly. He said he wanted explicit proof that his company damaged the furniture while moving Aug 28 -***** from the company is also now threatening to bill us $852 for the discount originally applied on the packing side

  Business Response

  Date: 09/23/2023

  Hi, the only damaged item that customer advised at the time of delivery was a molded fridge. Our warehouse is climate controlled and our trucks are well sealed. Quite frankly this was was caused by them not cleaning the water properly when disconnecting the fridge. Despite that we offered the customer a refund on top of the $852.00 they had already received prior their delivery. Customer declined the additional refund of over $200.00 and requested another refund of over $3000.00. We decided that this is not fair based on the declared damage. Few weeks after delivery customer claimed additional damages with no proof that they were caused by our movers since the only item that they indicated damaged at the time of receiving their items was the "molded" fridge.  

  Customer Answer

  Date: 09/30/2023

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

  We informed the driver with photos immediately of the additional damage the same night of delivery. We were informed by the driver that if we found additional damage that we could submit the claim to the company. We put on the claim damage on the front of the fridge which occurred during delivery. The fridge was brand new, but the company basically said they didn't cause the damage. When we pointed out the fridge damage to the driver, he took a picture and said oh no we didn't do that, however the damage wasn't there before they moved it.  They also damaged the table that is cracked now in the middle. I sent a picture to the driver the very night, which was included on the claim. That table was not damaged nor cracked prior to the move. The company is not taking responsibility for damage caused by they movers and doesn't want to refund if we don't have explicit pictures and proof of the movers damaging it in the very moment. Regarding the mold, we were told the fridge sat on the truck a day which is why mold is in the water line of the fridge.  We wanted to take our time going through all items delivered the night it was brought in the house but the driver forced us to sign saying that he was leaving and that we needed to sign since it was late. He said not to worry and that if we found anything it wouldn't be a problem even if it wasn't immediately recorded on the checklist. Especially since they did not unpack the boxes, not give us time to unpack and check all the items. This is bad business.

  Any original discount has nothing to do with this damage incurred. We were given this discount because they originally gave us an estimate to relocate us then up charged us by several thousand dollars later. Partially it was due to young non English speaking adults who did not properly pack, thus causing us to waste space on the truck and continue to understand the amount of things we needed to move . Again bad business. Several times, we had to try to tell the kids how to pack properly, or how to disassemble things properly. One of which was the table that was taken apart by a kid by himself and it collapsed. A senior mover came and in ******* started loudly telling him how to fix it since I walked in the kitchen.

  We've sent screenshots of text messages to the driver the night of delivery showing damage which is enough proof to show that we reported the damage as soon as it was discovered. 

  We're asking for all items damaged during the move to be refunded as promised when we initially got in contact by the company. 

  The entire experience by this company has been unprofessional.

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

  Customer Answer

  Date: 09/30/2023

  The other thing is that if you look at the email screenshots I attached, the company basically threatened us by saying we would be billed for the discount if we didn't accept the 200$ refund. This is shady unprofessional behavior. 

  Customer Answer

  Date: 09/30/2023

  The other thing is that if you look at the email screenshots I attached, the company basically threatened us by saying we would be billed for the discount if we didn't accept the 200$ refund. This is shady unprofessional behavior. 

• Initial Complaint

  Date:11/07/2022

  Type:Order 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.

  Easy relocation has breached its contract and charged me well over 110% of the original estimate. 1. Upon picking up furniture and goods, the shipper executed a Revised/Rescission document, AFTER LOADING OR OTHERWISE BEGINNING THE JOB. This is a breach of our contract since this is a form of moving fraud.2. According to the federal motor carrier, safety administration, There are many kinds of moving fraud - deliberately low-balling an estimate to later ask for more money, withholding customer belongings, unless they pay significantly more than the quoted price, or knowingly, assigning a false suite to a shipment, to name a few. I believe that I was lowballed with an estimate of about 4300 and later asked for more money. I was also threatened with withholding my belongings unless I pay $3000-$4000 more than the quoted price.3. Easy relocation gave me a questionably low estimate to lure me in and then withhold or threatened to withhold my house goods unless I pay significantly more than the quote provided.4. The shipper who is dropping off my furniture is Not accepting credit cards and requiring payments be made by direct deposit or cash. They will not agree to credit card. This is another form of fraud.5. Easy relocation Offered many instant quotes instead of agreeing to an onsite inspection to give an accurate estimate although I had requested an on-site estimate. We conducted a FaceTime session and the estimate did not include the various charges that were included after picking up and dropping off of goods. Easy relocation withheld information of various bogus/fake charges, including waiting charges. 6. I was charged $874 for the deposit on the original $4300 estimate. Then I was charged $3,951.13 when the shipper picked up my furniture and goods. I have been asked to pay a portion of $3000 in cash upon dropping off furniture and goods. Easy relocation has breached its contract and charged me well over 110% of the original estimate.

  Business Response

  Date: 11/30/2022

  We never breached any contract. I am attaching pictures of the contract that  customer signed PRIOR loading the items.

  No one charged the customer $3000 at delivery.

  This false accusation needs to be taken down since it is not what actually happened and misinforms the society. 

  We did not lure anyone. Customer added additional items at the move day and was given a price for them. She agreed, signed and paid for the additional services.The fraud here is committed by ****** by publishing this complaint. See attached.

• Initial Complaint

  Date:11/03/2022

  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 brokered with ***** ******** Van Lines -**VL to move our household goods (binding estimate ******** - 2nd estimate 3,743 c.f.). **VL told us our final cost would be based on cubic feet used in pick up truck. **VL hired Easy Relocation who arrived on 7/28/22 to load two box trucks. The driver told us we had more items than was on the inventory and needed to sign a revised estimate for 4.498 c.f. The inventory done by driver was a joke! It appears they didn't count boxes but just "padded" the inventory to make their estimate seem valid. They had us sign and gave us copies of the inventory BEFORE a large portion of our items was even on the trucks. When questioned on it, the driver just added a note on my copy "storage unit 20x5x9" Not counting anything in storage unit or any other items. When all items were in the trucks we took pictures which showed we used 3,400 c.f. (Less than even **VL estimate). Easy Relocation refused to adjust final costs based on cubic feet actually used. They did everything in their power to charge us more. Said would calculate cost on delivery truck cubic feet and then proceeded to pack trucks loosely, not using about the top 1/3 of the trucks. Also hid three large piles of blankets halfway into a load to take up more space and filled the peak of the truck COMPLETELY with bags of trash! (We have pictures of all of this.) Owner also threatened to reassemble all our furniture, put back in a truck and remeasure to get a bigger cubic footage. In the end Easy Relocation charged us for 4,200 cubic feet. Our items "grew" 800 cubic feet from pick up to delivery! They also unjustly charged us $1,050 to store 1/2 of our items even though they were paid all fees requested on day of planned delivery with a confirmed wire transfer. They also overcharged fuel surcharge, packing materials, along with other charges such as wait times and credit card fees that should not have been charged. In total, Easy Relocation over charged us $9,336.72.

  Customer Answer

  Date: 11/11/2022

  No, the complaint is not currently the subject of litigation/court proceedings.

   

  Business Response

  Date: 11/13/2022

  W hen we arrived at the pick up destination we noticed customer had a lot of additional items which were not listed on her original binding inventory. We calculated our expenses for shipping and handling the extra items and gave a price to the customer. She agreed and signed for it. By the contract we have the right to request up to 70% of the remaining balance prior our truck leaving the origin state. Wclear the same day. e did but customer refused to pay. Regardless of that we shipped the first truck based on our trust in the customer that they will pay on the day when the truck arrives at destination. At the day of delivery customer did not pay with the form of payment authorized in the contract that both parties signed. Payment was not able to We were not sure that payment will go trough this is why we had to unload customers items into a storage unit. We had expenses storing customers items on both occasions (when they refused to pay for the truck leaving the origin state and when they used unauthorized form of payment at delivery). We billed these expenses as Storage Fees. Credit Card fee and packing supplies fees were always transparent and shown to the customer which she signed for. 

  Customer was also offered a discount of $4,148.34 based on our good will which they refused to accept. 

  Customer Answer

  Date: 11/18/2022

  [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:

  Don't know what the company is talking about.  We never delayed truck leaving origin state due to non payment.  We paid all amounts demanded even though we knew we were being over charged.  We tried to make Easy Relocation see reason and bill us correctly on the actual cubic feet used but they would not.  We even paid over $6K on date of first planned delivery as requested by Easy Relocation based on the ridiculous estimate of 4,498 cubic feet even though the pick up trucks couldn't even hold that much and we knew we should only be paying for 3,400 cubic feet.  At this point we were just trying to get our possessions back.  Due to the fact Easy Relocation gave us less than one business day notice that they would deliver 1/2 of our belongings and demanded over $6K, we asked if we could pay using a bank wire transfer.  I have an e-mail from the owner of Easy Relocation approving using a bank wire as form of payment.  So to say payment form is unauthorized is just untrue as well.  We gave Easy Relocation a copy of the bank wire transfer confirmation showing the funds were sent.  We can not reverse, void or change the wire once it was confirmed so the money was paid.  There was no reason to hold our belongings except an attempt to charge us more AGAIN.  As far as packing supplies charged, when the driver on pick up made me sign the packing materials form I questioned the tape and shrink wrap charges.  The driver told me only the blankets were included and we had to pay for other materials to protect furniture.  This too was untrue.  According to the contract "The complete protection of all standard furniture is also included, this includes Labor and MATERIALS, (Blanket wrapping, Pad Wrapping and the Tape Wrapping) to help avoid any dents."  When I brought this up to the owner, he said (in an email I also have) if we were charged, we would be refunded but he never did refund us.  Is this what Easy Relocation calls "transparent"?  I call it something else entirely!
  
  Regards,
  
  ***********************

  Business Response

  Date: 11/21/2022

  Customer was given more than 24 hours notice for the delivery date. Please see attached correspondence. Wire transfer it is not listed on the contract as acceptable form of payment. We tried to work it out with the customer and make it smoother process by accepting it. Customer said that they will do the wire at 9:00 on Monday Aug 22 when their bank opens. Wire transfer was initiated at around 3:30 pm when was too late to confirm if the wire will clear out on our end or not. We did not charge customer for tape. Their shipment sustained glass and fragile items which needed to be packed before putting them in the truck and customer agreed to that prior loading. 

  Customer Answer

  Date: 12/16/2022

  [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: From the beginning all we wanted was simply to be charged fairly and correctly.  Easy Relocation packed two trucks and left our location in New York using 3,400 cubic feet.  That true cubic footage used is what we have always requested to be charged for.  The company instead charged us for 4,200 c.f. and fuel surcharges based on 4,498 c.f.  They've tried one thing after another to increase the cubic footage and squeeze more money out of us including, but not limited to, filling the truck peak with bags of trash to use up space amount other questionable practices.  We are so disappointed and appalled at how Easy Relocation feels is appropriate to treat their customers.  If necessary, we will proceed with further actions to get back the $9,336.72 we were overcharged because we can't let it go when we know ethically what was done to us was so very, very wrong!

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

• Initial Complaint

  Date:08/08/2022

  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.

  We moved from Parkville to Cockeysville on May 20th, 2022. We were quoted $1230, and put a deposit of $220 down. We were presented a bill for $600 plus dollars over our quote due to optional packaging "plastic wrap," that we thought was included. We were fine with this and agreed to pay the new amount. Unfortunately, our 65 inch TV got broken somehow in the truck. It was cracked in every direction, and cannot be repaired. They took $400 off the$1600 bill for our "inconvenience." We said that is great, but that will not pay for our new tv. He said to call Tracey (office manager) to submit a damage report. We were sent one and sent back within a few days. We never heard back, so I had my son call as I am up in age. Tracey would "text the owner," and get right back to us. She never did. I emailed and never heard anything. Eventually, my son called an got a hold of her. She claimed the owner would only give you $200 additional as we already got $400 off the bill. We were not happy, but said okay. She said that we would have to sign a release BEFORE they issued the check in order to not hold them liable or "bash them online." My son printed it for me, I signed it and had him send it back. No response and we have both emailed and called again. Can you help us get our $217 that we are due? They also scratched walls, and messed up woodwork, but I know stuff happens when you move stuff, so I fixed it myself.

  Business Response

  Date: 08/15/2022

  Hi
  Our office has never received the signed form from the customer. We are willing to offer him the $200 back if he takes down the complaint and sign the form. Please re send the form to [email protected]
  
  PS: Customer paid for a basic coverage with his shippment which covers 0.60c per pound per article. If we would have taken the weight of the TV (50lbs) that would be $30.00
  So far we have reimbursed the customer for $400.00. We are trying to exceed customers expectations and do not mind reimbursing him in full for the broken tv. Once he sends the form and mark the complaint with  BBB as resolved we will send out a check to the address listed on the form.
  
  Thank you!

  Customer Answer

  Date: 08/29/2022

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

  From: **** ******** <******@*****.***>
  Date: Thu, Aug 25, 2022 at 9:27 AM
  Subject: Fw: Fw: ******** Release form
  To: Mybbb Info <[email protected]>
  Cc: Easyrelocation Info <[email protected]>
  
  Please close complaint #********. I have received the funds promised to me. 
  
  *** ** ********