Complaints

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

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  Home and Office Movers LLC

  1332 Londontown Blvd Ste 108F Sykesville, MD 21784-6587

  
• 

  Home and Office Movers LLC

  226 Courthouse Manor Dr Stafford, VA 22554-7348

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:06/10/2025

  Type:Customer Service 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.

  I hired a moving company (*********) who contracted out the services to Home and Office Movers. The company packed up my stuff on 5/14. On 5/14 I have paid over $11,400 dollars so far and wrote first date of availability to move stuff as 5/28. There was a clerical error done by the driver at pick up and he wrote 5/18 as first date available and they tried to deliver my items on 5/22. I spoke with several admin people and corrected the error. Since then, I have had very little communication back despite calling several times and leaving messages. I received two emails one with date of delivery between 6/3 and 6/5 and another email with date of delivery between 6/7-6/9 with no delivery of my items. I called twice to Home and Office and 2 more messages and then called AmeriSafe and spoke with a customer service person who was not able to give me a date that my things would be delivered. I looked up this business and found multiple reviews on yelp and ****** that listed the exact same problems.

  Business Response

  Date: 06/10/2025

  We want to sincerely apologize to the customer for the frustration and uncertainty experienced during this relocation. Moving can be a stressful experience, and we regret that our communication and coordination did not meet the level of service we strive to deliver. We appreciate this opportunity to respond and provide clarity.
  
  On May 14, our team packed the customers belongings. At pickup, a clerical error occurred when the driver incorrectly recorded the first available delivery date (FADD) as May 18 instead of the correct date of May 28. We take full responsibility for that mistake. Once the customer contacted us, we corrected the error in our system and confirmed the intended availability date.
  
  Following that correction, our operations team provided an estimated delivery window of June 79. This estimate is based on long-distance logistics, truck routing, and driver availability all while remaining compliant with ************************************ (***) regulations.
  
  While we did communicate with the customer by phone and email, we acknowledge that the frequency and clarity of updates fell short. We should have maintained better contact throughout the process. Weve since initiated improvements to our internal customer communication procedures to prevent similar situations in the future.
  
  On the evening of June 9, our representative spoke directly with the customer and explained that, although the delivery had been scheduled, our driver had reached the DOT-regulated limit on driving hours and could not continue legally. For safety and compliance reasons, the delivery was rescheduled for the next morning June 10, between 7:009:00 AM the soonest time possible under federal regulations.
  
  At the time this BBB complaint was filed, delivery was still scheduled and in process. However, we understand the customers frustration and the loss of confidence in our team due to earlier delays and communication issues.
  
  Regardless of any third-party logistics involved, Home and Office Movers accepts full responsibility for our role in this experience and is committed to improving moving forward.
  
  As a gesture of goodwill, and in appreciation for the customers patience, we would like to extend a $250 discount on any future move with Home and Office Movers. We know this doesnt undo the inconvenience, but we hope it reflects our commitment to doing right by our customers both now and in the future.
  
  We are grateful for the opportunity to complete the delivery and remain available for any further follow-up or support.
  
  Sincerely,
  Customer Relations
  **********************
  

  Customer Answer

  Date: 06/11/2025

   
  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.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:11/04/2024

  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 had a deeply disappointing experience with Home and Office Movers for my parents' cross-country move. Initially quoted $2,642, the final cost escalated to $3,860.71 due to a series of hidden fees and added charges that were never disclosed upfront. Despite assuring us that all packing materials, labor, and door-to-door delivery were included, new charges appeared at every stage. A last-minute demand for an extra $450 cash, paid directly to the driver for a supposed shuttling fee, was both suspect and excessive. The justification? They claimed their truck wouldnt fit down our residential streetsomething they should have anticipated if they specialize in residential moves. This critical detail was conveniently left out from the beginning, suggesting a premeditated plan to inflate costs.Communication was abysmal. Representatives took days to respond, and when they did, their explanations about additional fees were evasive and inconsistent, adding frustration to an already exhausting process. The companys lack of professionalism was evident, as they seemed more interested in padding their profits than in providing reliable customer service. This disregard for the customers peace of mind made what should have been a straightforward move a chaotic ordeal.Adding to the red flags, they required a payment in cash or Zelle directly to the driver rather than through the company, further raising questions about their practices. I still require receipts for all payments: the $1,104.25 deposit, $1,153.23 upon pickup, $1,153.23 and $450 upon deliverytotaling $3,860.71, an increase of $1,218.71 over the original quote. The companys refusal to provide clear documentation shows a severe lack of accountability and transparency.Their practices are predatory, unethical, and create undue stress with their bait-and-switch tactics.

  Business Response

  Date: 11/04/2024

  Thank you for taking the time to share your feedback with us. We regret that your recent experience did not meet your expectations, and we appreciate the opportunity to address your concerns.
  To clarify, your initial communication and quote were facilitated by a third-party broker, not Home and Office Movers directly. As your service provider, we base our pricing on the details provided by the broker, and we ensure that the quoted costs remain the same as long as those original details match the information we receive. Any adjustments in pricing only occur if there are discrepancies or additional requirements, such as restricted street access or shuttling needs. In such cases, we follow our process of conducting an onsite binding estimate to clearly inform customers of any necessary updates prior to moving forward.
  We understand that unexpected changes can cause frustration, and we are committed to transparent communication and professionalism in every interaction. We apologize if there were any misunderstandings or delays in communication, and we appreciate your patience throughout the process. Rest assured, Home and Office Movers operates contractually and upholds all agreed-upon terms, aiming to provide clear, reliable service at every stage.
  If you have any further questions, need additional documentation, or would like to speak directly with a representative, please feel free to reach out to us at ******************************************* Were here to assist you and address any remaining concerns. Thank you again for your feedback, as it helps us to continue improving our services...

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22508305
  
  I am rejecting this response because:
  Thank you for your response, but I must point out that my experience reflects a consistent issue that many other customers have highlighted. The fact that ********************** is subcontracted by a third-party broker is not an excuse for the significant discrepancies between the initial quotes and the final charges. As a professional moving service, it is your responsibility to ensure that your billing practices align with the initial agreementssomething that seems to be a common complaint among your customers.
  In my case, there were no additions to our order, nor did we exceed the specified quantity of boxes. We even used fewer boxes than estimated. Yet, we were charged for special boxes that turned out to be nothing more than used boxes from ****** and ************** the specialized packaging one might expect for a cross-country move. Additionally, your team charged an extra $450 for a shuttling fee, despite my estimate being for door-to-door service. This charge was justified by restricted access on our residential street, yet no prior warning was givenanother detail other customers have experienced and found suspect.
  When our belongings were delivered, there was a glaring lack of care in protecting our home compared to the pickup. Unlike the pickup team, who made a show of protecting floors, the delivery team used hand trucks directly on our hardwood floors, leaving noticeable marks. This was careless and contradicts the professionalism and commitment to customer care you reference in your response.
  I hope Home and Office Movers will take this feedback and similar complaints seriously and implement better quality controls, transparency, and oversight with your third-party brokers. Such issues are within your control, and deflecting them onto your broker only erodes customer trust further. Thank you.
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 11/08/2024

  Dear Ms. ************** you again for allowing us the opportunity to review your experience. At Home and Office Movers, we take full responsibility for all elements of your move that are within our control, and we regret that the service did not meet your expectations.
  After thoroughly reviewing your paperwork and moving details, I can see that the driver conducted an initial walk-through to estimate the amount of space your belongings would require. As a regulated practice, we need to confirm the space your items will occupy on the truck to ensure an accurate estimate, regardless of any discrepancies in the original inventory list provided by the broker. While we rely on our brokers' computerized systems, these estimates can occasionally fall short of real-time accuracy, so our team conducts a physical assessment to verify the space requirements.
  In your case, it appears that the driver provided a onsite binding estimate for 575 cubic feet, with an estimated material cost. I do see that you signed to acknowledge and agree to this onsite binding estimate before we proceeded. In the final billing, you were actually charged for 475 cubic feet100 cubic feet less than the estimated amount. We take pride in offering transparent pricing, and I hope this information clarifies the charges.
  As for the boxes, I understand your concern. We use high-quality, industrial-grade boxes from a reputable supplier to ensure your items are protected. If there were any used boxes from other brands involved, I apologize sincerely for this oversight and will investigate further to understand how this may have occurred.
  Additionally, regarding your delivery experience, we contract with licensed carriers for out-of-state deliveries due to regulations. We hold these partners to the same high standards that we expect of ourselves, and I am addressing your feedback with the carrier to ensure the delivery team adheres to our quality practices in protecting customers' homes during unloading.
  Thank you for your kind words about the pickup team from Home and Office. We value feedback that helps us continually improve and are committed to reinforcing the quality controls and professionalism expected at every stage of our process.
  If you have any further questions or need additional assistance, please dont hesitate to reach out.
  Warm regards,
  Home and Office Movers

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22508305
  
  I am rejecting this response because:
  At the point when your estimator came in, there were absolutely no changes made to the list of items for delivery. Despite this, I ended up paying substantially more than my initial quote. How is there a consistent discrepancy noted in almost all of your reviews? This proves that this is an intentional and planned "oversight" to your customers with the intent to always claim the original estimator was at fault. At what point do you make adjustments to realistically match what you will be charging these clients? People have no option at the point the moving truck is there after being promised a specific fixed rate and a timing. It is not possible for most people to go back to the drawing board and reject whatever bogus estimate your team comes up with on the move day. IT IS A TRAP and unethical. 

  Furthermore, the claim that the estimated 575 cubic feet of space was needed is highly questionable. All my items easily fit into a single 200-square-foot room with 8 foot ceilings with almost half of the room left over and not stacked on top of itself, like in the truck. This reality does not align with the cubic footage calculated by your team, and I would appreciate more transparency regarding how this figure was reached.
  
  In addition, your response about the boxes being high-quality, industrial-grade does not reflect my actual experience. The boxes used were visibly branded with *******, ******, and other retail logos, clearly showing they were used boxesnot the type of industrial-grade packaging your response suggests. This was not only unprofessional but felt deceptive given the additional material costs.
  
  As for the delivery, there was a blatant lack of care compared to the pickup. The delivery team took no measures to protect my floors, using hand trucks directly on hardwood and leaving marks throughout the space. This demonstrates poor quality control and a disregard for customer property.
  While I appreciate your response, I believe these points underscore serious discrepancies between what was promised and what was delivered. I hope you will take this feedback seriously and implement necessary changes to ensure better accountability and professionalism for future clients. Thank you.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:06/02/2024

  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.

  We moved from Pittsburgh to Sun City Center and were sub-contracted with a moving company Called Home and office movers. When we paid the deposit, and we submitted, not once, but twice, a final inventory of our items. They told us that we should get moving insurance, as the insurance from them covered very little. Move safe relocation did call almost immediately after that to sell us the moving insurance.
  My issue with these movers is this. The quote from them was right around 3300.00
  I never received a formal written inventory from them, and when the movers arrived the price jumped up to 4890.98. They stated this price was indicative of the "actual space" that we would occupy on the truck and also there was a pretty large fee for the wrapping and blankets used by their movers.
  If this company is going to provide a quote for a move, and I give them, room by room, and box by box, the items that are going, should they not be able to provide an accurate quote that doesn't nearly double in price when the movers arrive? Why did they not tell me there would be an additional cost for moving blankets and wrapping plastic? That was 450.00. Absolutely ridiculous. There was also another additional charge for 918.23 for something they called "BEF" . I still dont know what that was.
  And additionally, the move safe relocation insurance is a joke. I feel these two companies are in some sort of conspiracy to over charge people.
  I say this because the movers completely trashed my fireplace mantle, and I had to file a claim for it, which still has not been paid. They recommended the moving insurance as the "built in" insurance covered our items at pennies . What am I supposed to do when the moving van is outside my house, we have to vacate the house because we sold it, except to pay the highly inflated costs. I would like this company investigated

  Business Response

  Date: 07/09/2024

   Good afternoon, 
  I hope you're having a good day Mr. & Mrs. *******. I believe you might have mistakenly mixed us up with your original company Move Safe. I just want to be able to clear up some of  the information you submitted. Firstly, Move Safe was the broker you selected. We are the carriers your broker selected out of their extensive network to come and pick up your items. Prior to receiving the final quote to move 607cft of spacing on one of our trucks we had not spoken to you to formulate an inventory as you mention ,that was your original broker. We only receive the same quote you received prior to coming out to your home to move 607cft of spacing. We always do a visual prior to loading to confirm spacing looking at your Onsite new binding estimate we gave you a guesstimation of having to move roughly 950cft of spacing in which you signed off on. Also, after checking on your Bill of lading paperwork, you had about 915 cft which was 35 less than what we guessed so we charged you according to the spacing you actually used in the moving vehicle. As for packing assembly and disassembly of your basic furniture was free, wrapping your furniture in moving blankets was free. But you were charged for any boxes, special wrapping of T. V's, any plastic wrap we used to protect your items and of course labor. Also the Basic estimate fee was charged by your original company. We as movers have to put off the information from the broker and the move on one Bill of lading so those funds would have already been added in your original quote from Move Safe. And lastly, we always insure all customers at the FMCSA's regulatory policy of .60 per lbs. per item. And if we damaged anything I apologize for that and will make sure that the guys are more careful in the future. We are always willing to allow you to submit a claim for reimbursements. But if you selected a full coverage policy through a 3rd party, we are not able to assist in such claims. Only one submitted directly through our claims representative Claims service international. Just to be clear, Move Safe and Home and office are two separate entities and Move Safe has a network of carriers that can utilize at any time for any move. Home and office only have control over the service you received, and we will continue to strive for excellence on every move . Thanks for your time, have a blessed day. Please feel free to submit a claim if you haven't already.

• Initial Complaint

  Date:06/25/2023

  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.

  Thank God furniture, etc got packed and delivered today. The 3 guys were great. BUT, the miscommunication from the broker, (*************************which please do not ever use!) and the miscommunication of the office of Home and Office Movers we had a very bad experience. Our quote almost tripled. We were told we could use credit card then at pick up needed money order, cashier's check or cash. Unfortunately our bank is 3 hours away. Told we could pay when things were delivered. So I had cashier's check ready only to be told they won't take cashier's check like they previously told us verbally and via email. Woman at office was an idiot!!!! Cashier's check is same as cash but had to go get cash or they would not unload.

  Business Response

  Date: 07/06/2023

  Good afternoon, 

  I'm glad Home and Office Movers could get you your items promptly as we do with all our customers. I not sure who told you that a cashier check would be O.K. from Home and Office but I'm positive on the contract it has a section with the payment details. I know the broker might have told you that a cashier check or credit card would work but because we were doing a delivery in such a short time frame direct funds would only be accepted. In the event you needed storage for at least 30 days then we would have accepted your cashier's check. The fact that checks, cashier checks and credit cards take at least 3-7 business days to clear in the business account, if we are going to deliver your items in under that time frame, we need to make sure we have direct funds to confirm full payment after the job is completed. I'm sorry you weren't informed of this beforehand, but I will make sure if it was one of Home and Office ***** we update them with this same information, so we don't cause confusion to customers. 

  Thanks for the feedback and have a wonderfully, blessed day in your new home! 

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20232804
  
  I am rejecting this response because:
  

  I am attaching an email from them showing we could pay by Cashiers Check.  Once again their response does not make sense:  I worked at a bank...a Cashiers Check IS THE SAME AS CASH and there is NO HOLD ON THE FUNDS!  

  Also, my complaint is that the quote nearly tripled from what we were charged - we had no choice but to pay if we wanted our things delivered

  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 07/12/2023

  Good morning,
   Well after reviewing the information you submitted, Yes that does state that you can pay in any of those forms the problem is that the message is directed for customer that a delivery will be done for in a window of 2-7 business days but your move was done in a shorter time frame so that once again wouldnt have applied to your move and that is the reason you needed to pay in direct fund such as cash or postal money ******** addition, the email that you received is a generic email we send to all customers who select to use a broker because the information is not always given to you by your salesperson, so we want every customer to know the forms of payment. I apologize that we didnt update the information for customers like yourself so what Ive done is directed the customer service **** to update the information for customers who have shortened windows for their delivery so that know the forms of payment available.
  To touch on pricing, we always submit a new binding estimate prior to even moving the items that must be accepted and signed for us to even begin moving. I am looking over the price of the new binding estimate that you submitted,and it looks to me that you signed stating that you knew the potential pricing could go as high as ******* to move 1160cft of space. Once this is signed, we began and the amount that was loaded was 1000cft. That is 160cft below what the natural eye guesstimated, so we charged you accordingly.  That size was a price difference of roughly $1665.00 in estimated pricing.
   At home and office,we try and save customers as much as we can, but we are subject to adhering to the laws and regulations of the *** that state that we charge for any additional spacing at the rate of the tariff.
  For the future I will make sure that we try and keep a customer as informed with up-to-date pertinent information, so they are familiar with pricing and payment types so that this doesnt become a reoccurrence.
   Thanks for your feedback and have a blessed day! 

  Customer Answer

  Date: 07/18/2023

   
  Complaint: 20232804
  
  I am rejecting this response because:
  

  Once again their response is not true.  They say that it is for 2-7 days.  Well, ours was 2 days...so cashier's check should have been a good source of payment according to their response.  And again CASHIER'S CHECK IS SAME AS CASH!!!!! 

  And yes we signed the form as what choice would we have at that point in time when final settlement was the day of pick up... not have our furniture moved...no chance at that time to have another mover come.  A quote should be a binding contract...not have added expenses you were not informed about.

  And God Bless you as I feel you may need blessing.

  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 03/28/2024

  Good afternoon, after reading the information provided by *** *****, 

   I'm not sure if this is a complaint or a review because the guys who picked up who work for home and office were great which I am happy to hear but when it comes to mis communication that's never our objective. At home and office movers we always go off the contract, we provide to the customer of course there are certain deviation for specific reasons. Such as delivery times. We generally do deliveries within 2-30 business days but when it comes to payments those generally take 5-7 business days to clear in our business account so if a delivery is going to be in a time frame that is less then this allotted time for the payment to clear the financial department may request a different form of payment so to not delay your delivery. It seems to me that you were looking at a short distance delivery although it was state to state. So the office would have required at both pickup and delivery direct funds such as ( Zelle, cash, or postal money order) because with a credit card it would have taken a period of time to clear that is more than the 2 business days so that option would have been eliminated the same with a check and a cashier's check both would take at least 5-7 business day in home and office accounts to clear.  As for price change, we simply go off the amount of space your items take up on the truck if its more than the quote your broker originally estimates then we charge you according to the extra items you needed to move or the extra services we may have needed to provide such as packing, special shuttles, or bulky items. we thank you for your feedback as we work to better our customer relations and grow.

  have a blessed afternoon. 

• Initial Complaint

  Date:05/25/2023

  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.

  Right from the beginning this company has been dishonest. From charging me more money to ship less furniture, to over charging for small items like tape and paper. I did not hire this company. I hired National Movers who subcontracted this company. In the original contract it stated, "30 days of storage redelivery included cost $0.01". This is the only contract I signed. The *********************** Order Form" written by ***************************** Movers, they had my daughter sign without my permission. After my daughter signed it, someone, not my daughter wrote in a small box in the right-hand corner of the form that the pickup date is 05/08/23 and 1st date available for delivery 05/09/23. This was blank when my daughter signed it. It's not in my daughters handwriting because she doesn't write a "0" in front of the month or date. In any case, the contract was between myself and ***********************. Nobody else. Also, just because someone wrote "1st date available for delivery 05/09/23" doesn't mean I want to execute that day. I needed them to keep the furniture for ******************** the contract. We were going to ***** and we were not getting back until the last week of May. However, on May 24, ***** from Home and Office Movers stated that they needed to deliver the furniture on May 26. I told them that I need them to keep the furniture for ******************** the contract. After negotiating with them, I had no choice but to purchase a storage unit. They were not going to keep the furniture and honor the contract I had with National. I gave them the info where to drop off the furniture. They responded back, "Got it". I also said that under no circumstance are they to keep the furniture. They never showed up the day they said they said they would deliver the furniture. They are keeping my furniture and are charging me for storage and redelivery. National Movers refuse to help me. They are the ones who hired these people as subcontractors.

  Business Response

  Date: 06/02/2023

  Good Morning

   In response to your claims. When we picked up these items the driver asked when the customer daughter would someone be able to accept the items on delivery. The customer informs the driver that her mother is flying out and will be able to accept the items ASAP. Once the item return to the warehouse and the dispatcher sees that the customer can receive the items right away. He finds the first carrier going to ** to ship the items to the customer. At this time when loading ***** reaches out to the customer and confirms someone will be at the home to accept the delivery. The customer says yes, and we proceed. When the items are scheduled to arrive at the customers home the driver reaches out via telephone 24 hours prior, at this mother informs the driver the daughter is out of town, and she needed 30 days of free storage. Normally we would be able to honor the storage if we knew before sending the items all the way across country, but unfortunately, we don't have storage facilities on the west coast but the carrier we utilized did. They were willing to store the items not for free because it was another companies' facility. So, the customer call home and ********************** customer service they negotiate that it would better for the customers items to go to a personal storage as opposed to incurring additional applicable fees. We inform the carrier who does the delivery on Tuesday the 30. Which is the last week of May. 

   

  Customer Answer

  Date: 06/05/2023

   
  Complaint: 20105225
  
  I am rejecting this response because there were many dishonest and blatant over charges that occurred with this company.  The contract we had with the broker stated that they will hold our furniture for 30 days and redeliver without charge.  If this company could not fulfil that promise, they should have never bid on the job.  Right from the beginning Home and Office Movers have been dishonest and very rude. From charging me more money to ship less furniture, to over charging a large amount for small items like tape and paper.  They even charged us $350 for a "shuttle fee".  What is a shuttle fee?  That was NOT in our contract.   We had a set price and in the end, it was doubled.  On top of that, I had to pay for my own storage and redelivery.  The contract we had was breached and after it was all said and done, a $3400 moving fee was almost $7,000.

  In addition, after renting the storage unit to fit items that the movers stated were 900 cf, I found out the items were only 520 cf.  Therefore, we had to down grade to a 520 cf unit.  So, therefore, that means the movers charged us for an additional 380 cf.   They seemed to have been dishonest with everything.
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 06/06/2023

  Good morning,

   At home and office movers we have built our reputation on being a contractual company. Meaning that the information we give to every customer is the same and never changes. Thats the importance of having the contract if not we would have no terms or condition to adhere to. 

   So, let's start off with the storage. We offer every single customer 30 free days of storage upon request to the driver on the date of pick up unfortunately if you told your broker we are not in the same office and the information you might have given them hadn't been relayed to us even if you mentioned it to them when you booked the job. If you don't say anything to the driver, we will have no idea that you will utilize the storage because every customer's contract will reflect the free *************************************** not when the quote is from a broker. If on the date of pick-up, we ask when you can accept, and you don't say " I would like to keep it in storage for 30 days there is no way to physically know that except for the paperwork which stated that you could accept prior to the 30days you say you requested. After speaking to the driver, the information for the **** was obtained by your daughter who when asked told the driver that someone was flying out and that someone would be there to except the items on the other end right away. Thats how the date was obtained for your ****. 

   

   To touch base with pricing. We go by the amount of space that's taking up in the moving truck. Our quotes read verbatim. 

  A binding estimate is based on cubic feet or the amount of space your load will take up in the moving van. The total cost of the move will be based upon the description of services and quantity of items (item list) shown on the binding estimate. If the item list provided by the customer does not match the actual items and or spacing at the customer's home, a new binding estimate will be required. Any overages on the cubic feet will be assessed and charged at the rate of the broker you selected put on the quote.
  If the consumer has requested or needs additional or accessory services that were NOT listed on the estimate, Home and office may demand full payment for services added at the time of delivery prior to unloading. Such services might include destination charges that often are not known at origin. (Examples: Long carry or extra stair carry charges).
  Estimate price includes: *Fuel, *Tax, *Tolls, *Door to Door, *Pick-up & Delivery, *Loading & Unloading, *Disassembly & Reassembly of basic furniture if requested. *Heavy Furniture Padding "Free" of charge to protect all of your basic furniture while in transit. We can offer you 30 days of FREE storage as well upon request Home and office movers can also provide you with partial or full packing services upon request.
  

  Additional charges can include extra cubic feet, packing materials, overnight fees, long carry, redelivery fees, stairs, elevator and shuttle. Those charges will be effective at origin & destination. The fuel surcharges of up to 15% will apply to all moves. The customer can also be charged for storage handling and storage fees.
  Flight of stairs (1 flight=7 steps) Apartments only for stairs charges
  1st flight FREE!
  LONG CARRY: *First 75ft free at both origin & destination
  ELEVATOR: At both origin & destination $75.00 a Flat fee.
  SHUTTLE: If the destination does not have access for semi-trailers, shuttle rates will vary upon the size of the shipment.

  This information can help when it comes to applicable fees during your move. 

   Lastly, we never over charge for spacing. We are able to show you the amount of space on the pickup date that your quoted for and in the event that you only want to move anymore items to take up more space we will always adhere to the quoted amount and not charge you a dime over. You only pay when you exceed the spacing. (Side Note EX: If we as a company have a quote for 600cft and we come out to your home and its 900cft we will pay a higher premium to ship those items.)

  The deference between your storage unit and the truck is the dimension. The storage you rented, and a truck can't compare they are two different things with 2 different sizes and demission.

  I am always willing to provide paperwork that can show that the customers onsite new binding estimate stated 900cft but the actual bill of lading that we charged for was only 800cft because that the amount of space she took up not 900cft like stated in the response. 

  Thanks for your time and have a blessed day. 

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20105225
  
  I am rejecting this response because they are not taking responsibility for what they did to us.  If you read both statements from them, you can see in two areas they contradicted themselves.  The first one was in their first statement they admitted they didn't have a storage unit in ***  Now they are blaming my broker for not communicating with them quick enough.  Well, that doesn't make sense because they signed the contract that stated we needed a 30-day storage.  So they were aware of this since day one.  Secondly, they are now saying the reason they charged us more was for the following:  Additional charges can include extra cubic feet, packing materials, overnight fees, long carry, redelivery fees, stairs, elevator and shuttle. Those charges will be effective at origin & destination. The fuel surcharges of up to 15% will apply to all moves. The customer can also be charged for storage handling and storage fees. Flight of stairs (1 flight=7 steps) Apartments only for stairs charges1st flight FREE! LONG CARRY: *First 75ft free at both origin & destination  ELEVATOR: At both origin & destination $75.00 a Flat fee.  SHUTTLE: If the destination does not have access for semi-trailers, shuttle rates will vary upon the size of the shipment.

  NONE of that applied to us.  NONE!!!  

  I have documents to show that I am 100% correct and that my claims are legit.  I have a contract that was blatantly breeched.  And the excuse they are using why they breeched the contract is unjustifiable.  I have an original price quote stating the cf of the items is almost exactly the cf of the storage unit which they are being stored right now.  And there were no stairs, no shuttle was needed, no redelivery, no overnight, ETC.  So there would have been NO reason to charge us any more than the original quote.

  Plus, now we found out there was damage to some of our items.  One being a TV.  The screen is cracked.  I am trying to file a claim but knowing this company, they will beat around the ****.  Blame us.  And then sweet talk when speaking to authorities.  It almost feels like I am reading a response from a whole different company.  "Blessed day"?  Really?  They swore at me.  They called me names.  They deceived me and purposely took advantage of me.  Then they write "Blessed Day" knowing the BBB is readying their response.  It just goes to show you how fraudulent this company is.

   I also reported them to the US Department of Transportation as well.  They are investigating them as we speak.  I was taken advantage of and I'm a senior who also happens to be a female.  I'm an easy target. They need to be stopped because according to their reviews, they are doing this everyone.  

  With all that said, I am willing to compromise.  I will pay for the storage unit (even though it was in the contract they would pay for it).  I will pay for the redelivery cost (even though it was in the contract stating it was covered).  And I will let them get away with over charging me for the cf.  But I want the $350 back for the shuttle fee and I want our damaged items replaced. 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:01/10/2023

  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 strongly advise against hiring Home and Office for any moves. The company breached their contract and the staff are rude, purile and make false accusations. The facts are as follows:
  
  1. I agreed to a quote of approximately USD 1700 for a move of eight pieces from a warehouse cross country (i.e., approximately 300 miles according to Eagle Moving Group). I need the move to be a direct delivery because I was leaving the country on a certain date. The quote was explicitly for direct delivery.
  2. I agreed to have a direct delivery only for the items where the pickup window is December 29 and December 30, 2022.
  3. Home and Office were hired by Eagle Moving Group Inc to make a direct delivery of the items on December 29/December 30, 2022 where pick up and delivery were on the same date.
  4. Home and Office failed to pick up the items on the original dates and I was requested by Eagle Moving Group Inc whether December 31, 2022 was an ok date for pickup.
  5. Home and Office again failed to pick up the items on December 31, 2022.
  6. Eagle Moving Group Inc then told me the pick up would be January 05, 2022 and that is the earliest for Home and Office. Home and Office already breached the contract (i.e., promise to perform) and their delay in the pick up caused me to incur multiple storage fines of USD 258.72. When I spoke to Danielle and asked politely for a reimbursement of the amount of USD 172.48 over the phone, she was blunt, coarse and lacking any professionalism and said "no we are not paying for that." She acted as if it was my responsability that she failed to pick it up.
  7. On January 05, 2022, they picked up the items and told me that it would not be a direct delivery. Rather, my delivery would be January 06 or January 07, 2023.
  8. At mid-day January 07, 2023, the manager, driver and the rest of the team at Home and Office do not answer my number even though this was the day of the delivery. I finally got through to Danielle and I was told that I would receive the invoice on January 07, 2023.
  9. As of this moment, there is no date confirmation on when my delivery will occur only that Danielle the manager "thinks" the delivery will be made this week. The manager Danielle is extremely rude when I explained about the multiple breaches of our agreement and that I will be leaving the country so I need certainty about the delivery. Danielle made inflammatory and false accusations, including making statements that Eagle Moving Group Inc's employees made insults stating that I have "plenty of time in the world" and that calling to check the status of my order constitutes harassment and making employees feel unsafe.
  10. On two occasions, Danielle and another employee tried to get me to pay two amounts which were not what we agreed, first Danielle stating on January 07, 2022 that my balance was approximately USD 2,100 (I already paid over USD 700) and Nicole stating on January 08, 2022 that I had a remaining balance of over USD 100.
  11. I believe that the bill of lading and terms of Home and Office were intentionally drafted to manipulate and allow Home and Office an out when it comes to pick ups and delivery dates. Whatever is said in the billing of lading does not matter because I never agreed to the terms and there were multiple promises for performance which negate whatever is in the bill of lading, not supplement.
  12. As of today, I have no confirmation on a delivery date. I want my items to be delivered as I am flying to Europe on Friday and I want a reimbursement for the storage fees incurred as a result of Home and Office not performing as agreed. As the amount I paid for was only for direct delivery, and its been nearly two weeks without pick up or delivery as agreed, I was a reduction in the fees as well.

  Business Response

  Date: 02/15/2023

  This is in response to Mr.***** ( ************************). Just so you know I tried to reach out to speak with him directly. The number would not allow me to do so. So I plan on sending him an email that you will be cc in for your records.

  
  

  In response to ******** claim. Good afternoon *** ******, 

   First off I want to just apologize for any inconveniences we may have caused by not picking the items up in the time frame the quote stated. I spoke with the person who was in charge of the confirmation and they informed me that the location for the pick up had restrictions on time frames. We always try to accommodate if the building has a specific window but we do not control another company's window of time for pickup. That is the reason your pick up was on that specific date in Jan. I also saw that you were told by an eagle rep that the delivery would be direct the same day. I just want you to know that service was always an option but with direct deliveries there is a fee for that service. It's kind of like UPS . We give you a standard delivery window which is 2 - 30 business days . If you prefer a faster time frame this is a charge for that service because it allows you to have an exclusive truck for your items to be delivered in whatever time frame you requested. I'm not sure why no one informed you but for future reference if you ever move we can always provide special services for an additional fee. 

  Also I saw that you were charged a storage fee for not having the items out of the auction area by a specific time. That is a very unfortunate event , if operations were notified we would have been able to comp the storage fee of 172.48. Because it wasn't done I want to get you out that reimbursement right away. If I can confirm the address I will have a picture sent out to you today via email with the check number for the amount of 172.48. Also please send a working telephone number. We tried reaching out but the number is not accepting calls.  Once again here at home and office we put the customer first and want to continue to do so. I hope this help a little with your troubles and if you have any further questions or need any further assistance feel free to reach out to us directly @ [email protected] 

   have a blessed day and i'll get that information for your check out shortly and send it to you

  
  

  
  

  --
  

  Dispatch Team  

  Home & Office Movers 

• Initial Complaint

  Date:11/15/2022

  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.

  10/102022 Was Paying 1,299.16 to home and office. computer said not register try again later. I did and it went through twice.
  They promised to send me check for this problem. contacted them many time and line would just go dead or I was transferred to another site. Thirty days later NO Check. I can't afford $1300 loss. Help their number is ###-###-#### desired resolution ion is check for 1,299.16 as promised.

  Business Response

  Date: 01/02/2023

  Ms. ******** sent two ***** payment by mistake and Home and Office Movers has already issued a check for this customer

  Customer Answer

  Date: 01/05/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  I have been told for over two months that check is issued but have never received check. would love to believe chick is in the mail, but until I have physical check all is blowing in the wind

  Business Response

  Date: 02/22/2023

   Good afternoon Ms. ********,
   I want first to apologize for the inconvenience of having to wait on your over payment. Generally, there is a process that can take up to 90 business days for verification. But I was unaware you had already been waiting and for this I am truly sorry. After I spoke to you today, I was able to get the finical department to cut a check in the amount of 1299.16 and will be sending that out to you by Friday. You should receive it sometime next week but i will send you a picture of the check for your records. Thanks again for your patience and you may receive a call from Mr. ***** confirming we spoke. 
   Have blessed day and if you have any question, please give us a call or email us.

  
  
  

• Initial Complaint

  Date:11/09/2022

  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.

  Hired this company to move cross country, and now we are looking for valid payment proof for our employer to process the reimbursement.
  
  1 charged us an extra 300$ when delivery due to the larger truck can not enter the street.
  2 Ask for an invoice/ receipt for the total amount of ($763.00 + $300 extra) for reimbursement purposes. Contacted Customer Service multiple times but had no luck in getting the invoice/receipt.
  3 Customer Servier states they are not obligated to provide a receipt when I called again today

  Business Response

  Date: 12/21/2022

  Business Response /* (1000, 8, 2022/11/17) */
  Hello Home and Office Movers did provide you a receipt for your move at the time of pick-up and delivery. The document is called the "Bill Of Lading". We have copies of your signature on the document. Home and Office Movers is not required to make specialty invoices for customers. However, we will but the process takes longer. In the case of ****** ***. This move was delivered on 8/19 and we did not receive a request for a specialty invoices until 10/13 via email, almost two months later. The documents had to be pulled from another office location an invoice was provided to ****** *** on 11/10
  
  
  Consumer Response /* (3000, 10, 2022/11/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  After chasing for over a month for a simple piece of paper, and one of your customer service lady claimed by law your business is not obligated to provide written proofs of payment :)
  So Thank you
  
  
  Business Response /* (4000, 12, 2022/11/25) */
  Hello Home and Office Movers did provide you a receipt for your move at the time of pick-up and delivery. The document is called the "Bill Of Lading". We have copies of your signature on the document. Home and Office Movers is not required to make specialty invoices for customers. However, we will but the process takes longer. In the case of ****** ***. This move was delivered on 8/19 and we did not receive a request for a specialty invoices until 10/13 via email, almost two months later. The documents had to be pulled from another office location an invoice was provided to ****** *** on 11/10

• Initial Complaint

  Date:10/07/2022

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  Movers picked up my stuff on 9/22/22. Everything was supposed to be delivered on 10/3/22 per the booking made in June. The company stopped taking my calls and will not respond to my emails/ voicemails.
  
  I booked this move using True Blue Moving Group who made promises they had no business making and incorrect information about extra cost (movers charges for wrapping which I was told was included). I don't think the two companies communicate at all. True Blue Moving Group is not returning my calls or emails either. At this point, I just want my stuff. I work remotely and this is interfering with my job.
  
  
  True Blue Moving Group LLC
  XXX-XXX-XXXX, Customer Se Ext. ***
  (XXX) XXX-XXXX
  **************************************
  ******************************
  ********************************
  US DOT: XXXXXXX MC: XXXXXXX
  
  Home & Office Movers
  XXX-XXX-XXXX
  ****************************
  US DOT No: XXXXXXX
  ICC/MC No XXXXXXX

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 28, 2022/11/17) */
  ***Document Attached***
  Ms. ******** has already been delivered on 10/11. Unfortunately, guaranteed delivery was not a service purchased between her and her broker true blue. Ms. ******** "First Available Date For Delivery" was 10/3 as notated on her contract attached. Ms. ******** had standard delivery services. Meaning 10/3 was the first day of her delivery window. Also, packing with anything other than standard blue blankets was not include in her package with her broker. As you can see from the packing sheet attached Ms. ******** needed wardrobe boxes, Mirror boxes, shrink wrap and carboard creating. Home and Office Movers was contracted with for this job we did not take part in the price breakdown of the job when Ms. ******** booked her move. Home and Offices customer care can always be reached at XXX-XXX-XXXX or at *******************@gmail.com Monday - Friday 9am -5pm EST

• Initial Complaint

  Date:09/27/2022

  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 was quoted a price for my move at a total of around 3300 dollars and I expected the quote. At the time the movers arrived to pick up my furniture they upped my price an additional 7000 dollars I didn't know what I was going to do because I was closing on my home in 3days, and the buyers were going to resume my property on the day of closing. After the moved my goods into storage I was told if I went over the 30 days of storage that I had to pay an additional 130pr month. My new home wasn't quite ready in the 30day period so I notified Home and office movers that I would need additional month and pay the additional 130 dollars for the additional month. They told me that the workers had loaded the truck already 4days prior to them delivery and I would have to pay an additional 2400 dollars upon delivery! A grand total of somewhere in the neighborhood of 11,000 dollars. This is hi-way robbery. I'm a disabled Veteran and live on a fixed income and this sent acceptable.

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 9, 2022/10/07) */
  ***Document Attached***
  Ms. *****,
  
  Your move was booked by another brokage company, Home and Office Movers DID NOT determine the price of your quote for $3,300.00. Our job as the contractor is to come survey the space needed to be shipped. Then determine the actual space by measuring it on the truck after we provide you an onsite estimate based on the terms provide to you by the brokage you chose to used. With that being said your moving services book with your brokage was for 453 cubic feet to be transported determined by 65 items on an inventory list. Created by you and your moving broker. When we arrived, we were asked to transport 130 items which measured 1600 cubic feet in our standard moving truck. You did sign off on all the paperwork stating you wanted all of the additional items to be transported. **I did also attach all the paperwork from pick-up to this complaint and the copy of the customers original estimate with the broker company. ** To show the discrepancies with the estimate and the actual items to be moved. Any customer is able to take advantage of our 30 days in free storage policy and can pay for additional storage at the rate of $0.50 per cubic foot after the 30 days. Storage services can only be used at our central facility in Maryland. However, If the customer does provide a Delivery date and then they change the delivery date, Once the truck is in transit and in the delivery state per the customers request. Then the items have been removed from storage (again at the customers request) and now it is considered a refusal of delivery. This is exactly what happened in Ms. ***** case. she emailed us that she wanted to be delivered on the 12th of September. On the 11th of September she asked for the items to be held longer but at that point she was being delivered the following Moring at 9am. The fees associated with loading her items driving them out to her delivery location , then driving them back to storage and off loading them and holding them will now be at her expense for not properly providing the correct delivery information. this is also why we have a policy that all delivery dates need to be send in writing from the customer to us directly to avoid this very issue. **I have also copied this email chain showing Ms. ***** making these changes last minute. **