Complaints

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

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• 

  Silverback Moving, Inc.

  PO Box 1628 Birmingham, MI 48012-1628

• 

  Silverback Moving, Inc.

  4694 Trabue Rd Columbus, OH 43228-9447

• 

  Silverback Moving, Inc.

  100 E Campus View Blvd #250 Columbus, OH 43235

• 

  Silverback Moving, Inc.

  8135 Lake Worth Rd Lake Worth, FL 33467-2473

• 

  Silverback Moving

  4600 Fisher Rd Columbus, OH 43228-9480

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:05/31/2025

  Type:Delivery 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 Kenway Moving for today, 5/31/2025, to pack and move my storage unit to my new house, and also for 6/21/2025 to move my loft items to the new house. Both moves were confirmed to be at 9:00 AM on each day mentioned previously. I received no communication of confirmation that the movers would show up today, nor any communication that they would be late/not show up at all. I waited until now, 9:50 AM, and nothing. When I call the company number it goes straight to voicemail.I paid two separate deposits of $100 each and feel I was scammed. I would like my deposits back for the massive inconvenience they have caused my wife and I.

  Business Response

  Date: 06/02/2025

  Good morning -

  Customer was scheduled to move with us on 6/31/25 with a scheduled arrival window of 9am-11am. It had been misunderstood that the crew would be on site at 9am. The crew would have arrived within the arrival window, but Customer had the misunderstanding they would be on site exactly at 9am. Us not being on site at 9am, the customer canceled and requested a refund of deposit. Technically we retain deposit in this scenario. We did not argue it however, we have issued credit in amount of $375 to customer at this time. 

  Customer has been assisted and has paid our firm $0.

  Thank you,

  Management

  Customer Answer

  Date: 06/02/2025

   
  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:02/19/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked ******************************** (****************************************, ************) for a 3-hour service on September 29th. Unfortunately, the movers never arrived, and I paid $456.00, which has not been refunded.I received a text and call stating they were over booked and would meet with me the next morning. The next day came and I was told they would arrive around 11 am. I haven't heard from them since.I have tried contacting the company multiple times to resolve this issue, but my calls and messages have gone unanswered, and I fear that I am being deliberately ignored and my phone number has been blocked.

  Business Response

  Date: 04/03/2025

  This customer has since been refunded. Credit card refunds sometimes take 3-5 business days. Customer has been refunded already. 

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 22961097
  
  I am rejecting this response because:

  I have not received any correspondence, refund, or communication from this company.  I would like to see proof of the refund.  They've blocked me from calling them.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 04/05/2025

  ****** -

  You had not paid by traditional methods, I had to do some further looking into. I believe a wire was made for last minute services the day of service.

  Our internal notes read:
  "****** ******* - On Hold - Pending Cancellation/Reschedule
  Note: While enroute customer tried to tell the movers he needed them to deliver a few appliances to another address, the movers informed the customer that his pricing was not set up to use the truck and delivery any items to another address so he would have to get an updated contract and pricing from the office and pay the difference in labor hours, travel fee etc and then they could move the requested items and complete the labor only work, **** reached out to the customer and the customer stopped responding to ****, for now the move is on hold pending cancellation/reschedule until the customer reaches back out."

  We had dispatched service equipment along with the attention of three staff. Our policy is that if we are come out to your address and you cancel service, we do not refund. In this case we will be refunding the wired amount minus the $100 deposit to help cover men's time, fueling, and equipment. We will send for check for $350 made payable to ****** ******* to address on file. 

  Thank you,

  Management

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 22961097
  
  I am rejecting this response because:

  This is a flat out LIE.  A guy called be on the original day they were supposed to come out and stated that he was over booked and would it be alright if came out that Monday at 8 am.  8am Monday came and he stated that he was running behind.  I never heard from them again and I ended up going with another company.

  I'm not trying to go back and forth with this company, first they stated I was refunded, now they're stated they came.  When you lie you have to be consistent.  I looked through all of my statements and I have no credit from Silverback, but I where my account was debited.  Can I just have my money back and stop this.  
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:06/17/2024

  Type:Order 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.

  Well I find this company kenway online. I got a quote from them to help me move from one location to the next. They told that the price would be 545 dollars. So I said okay. They informed me that I needed to put a 100-dollar deposit down. After I got off the phone with a younger lady. I called a few more moving companies and I found one that was much cheaper, so I decided to go with that company. I called Kenway the next morning to cancel their service, They got so upset, while I was on the phone with the company. They went in my account with my debit number and took ****** plus 100 dollars without my permission BBB can you please help me to get this resolved. Please and thank you.

  Business Response

  Date: 04/03/2025

  Contresa -

  The fees had been billed per the contract. If you provide mailing address we are happy to issue refund.

  Thank you,

  Management 

  Customer Answer

  Date: 04/07/2025

   
  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:04/03/2024

  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.

  Was over charge and and a one my furniture legs was broken off. I couldn't see which one broke because it's three of the same color pieces. I maybe missing some jewelry, but I can't tell because it was put behind the big furniture and I can't get to it.

  Business Response

  Date: 04/03/2025

  ***** -

  We apologize about the furniture piece. We will be mailing you a check for $100 at this time to:

  ***** ********
  Address:
  *************************************************
  ********************

  Thank you,

  Management 

• Initial Complaint

  Date:08/31/2023

  Type:Customer Service 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.

  They quoted me a price for the service and didn't fulfil their agreement. Events:1, Called to request service indicating I had 2-(storage) units that needed to be moved,2. I was told they would call me back to provide the final cost. (this never happened I called them when their mover was already in route) I spoke to a gentleman named "**** and he quoted me a price than the bill I paid.)3. I texted ****** the information again during the move(08/17/2023, 11:32 a.m. (gate code:6246796(star), units:062 and 633. He confirmed the information,*************) - number texted 4. Call to asked when I will receive the rest of my items and was belittled by one of their sales person named :"****". Asked to speak to a manager and was told "I can't do that"

  Business Response

  Date: 04/03/2025

  ******* -

  We apologize your experience was not satisfactory. We will be refunding $100 to you by mail, sent to:

  ******* *****
  ******************
  Dumfries, VA 22026

  Thank you,

  Management 

• Initial Complaint

  Date:08/08/2023

  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.

  I hired ******************************** to move from our house in *******, ** to ************, **, about 150 miles away. I was quoted $2,800 for the move and in the end paid $7,200 in order to get my things delivered. Despite numerous calls reiterating that we had a larger house with a lot of items and requesting a walk through quote, I was told that they were professionals and knew what they were doing. I was **** and trusted them. I was given a start time of **** am and was told we would have 3 movers. On moving day (7/31/23) they showed up at 11 am with only two movers and began loading the truck. They did not inform me that the truck would not fit all my items until it was over halfway full after hours had passed. I was then told that it would require a second day and a second truck, essentially costing me an entire second move. After the first move was completed, I spoke with the company over the phone and expressed my disappointment that this move was now going to take multiple days and cost me excessively more than what was quoted, despite my numerous calls with the company where we discussed the number of items that needed to be moved. They admitted the completely blown quote was their mistake and apologized. They told me they would adjust the hourly rate on the second move to make this right and to trust them. The following day, they began the second move. They waited until everything was loaded up on the truck to call me and tell me there was no rate adjustment and I had to pay them another $2,400 or they were going to keep all of my things. The cherry on top was the manager calling me to tell me they never planned on adjusting the rate and insulting me anytime I mentioned that this is not at all what was promised over the phone.

• Initial Complaint

  Date:09/28/2022

  Type:Product 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.

  Date of Transaction: 7/21/22 Amount Paid: $3,181.00 I hired Kenway for a move from ********* to Clarkston. At the time of hiring, I provided a cc and authorized a charge of $100 for a deposit. I paid the remainder on the date of service in cash and my contract was marked Paid in full. On the date of the move, I noticed a missing glass table top. I stopped the driver and asked where it was, he said it would be in the basement somewhere. I then called the office to let them know that I was aware of this item missing on the date of the move. I have since gone through all of my items, and it is not here. They either lost or stole the item, or they broke it and hid it from me.Gouges in walls from the movers.They broke 13 plastic storage boxes. I have moved these boxes around multiple times. The only way they break is by dropping or mishandling them.They broke a ceramic platter and two ceramic plates.On 8/26/22, I noticed a charge to my cc from Kenway in the amount of $71.40 that was posted on 7/23/22 - two days after my contract was marked Paid in full. I was never notified of this charge, nor did I authorize this charge. They stated the movers were in my service longer than they actually were, and were charging me for the the extra time because I only paid them for the actual time the movers were in my service. I have disputed this charge with my cc company.I have called the office multiple times prior to 8/26/22, and have been told that someone would call me back. Nobody ever did. After noticing the fraudulent charge on my credit card, I was livid and sent a general email about my problems with the move. I received a text after that email only asking for pictures of the gouges in the walls. I sent the pictures and asked about the glass table top. The response was they are not responsible for glass. I have not heard from them since. I have called the # from the texts and the office without response.

  Business Response

  Date: 04/03/2025

  ******* -

  I apologize the experience was not satisfactory. We will be mailing a check for $100 to:

  ******* *******

  Address:
  ********************
  *******************

  Thank you,

  Management 
  
  

  
  

  Customer Answer

  Date: 04/06/2025

   
  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 as long as I receive a check for $100 within 30 days of today's date 04/06/2025.  This company provided subpar work, charged my credit card without my consent, and ignored my many attempts to contact them for resolution.  I hope their BBB rating reflects this.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:09/23/2022

  Type:Billing 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 made reservations with Kenway Moving Company with a staff member named ***************** on September 10, 2022. I was quoted a price of $595 for the move with a $100 deposit that will be deducted from the balance owing. The movers came out on September 11, 2022. I was told then by the dispatcher that my move would be an additional $166.50. I asked why because I was not told that by ****. No one could explain to me other than that's what the moving cost would be. In additional to me being charged $35.00 for shrinkage wrap that I thought was provided by the company. I reached out to the company about the extra charges asking to be refunded for the additional money that was paid. Unfortunately the company said no ! I just want the company to be straight forward with their customers so there would not be no unexpected charges that we as customers will not be surprised about. Unless the move go over the hours quoted before being charged the extra amount.Note: I will send supporting documents if needed.

  Business Response

  Date: 04/03/2025

  ******* -

  We had worked the additional time that was billed, we will be issuing you a check for $166.50 mailing to address:

  44962 Trailscourt
  *****************

  Thank you,

  Management 

  Customer Answer

  Date: 04/04/2025

   
  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,
  
  ******* *******

  Customer Answer

  Date: 05/09/2025

  I still have not received a check at 44962 ******************, **, 48187. 

  Business Response

  Date: 05/09/2025

  We wil cancel last check and issue new. Will be in mail this afternoon.

  Thank you,

  Management 

  Customer Answer

  Date: 05/09/2025

   
  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:08/19/2022

  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.

  I hired Kenway Moving for a move from *************** To ************** 10 min. drive. Start time 10:45 to 3:00 they charged me for **** Hours. They were supposed to show up at 2pm came 4 hrs early. They left 6 boxes couldn't fit in the truck and said they didn't have room. My bed frame and headboard were also left because they couldn't get them apart, I got them apart in minutes after they left. I had to pay another mover to bring the rest of my belongings. I didn't think you were charged for the truck to get back to **********. I feel I was overcharged.*********************

  Business Response

  Date: 04/03/2025

  **** -

  We apologize your experience was not satisfactory. We will be mailing a check for $100 to

  *******************
  Walled Lake MI 48390

  Check made payable to **** ******.

  Thank you,

  Management 

  Customer Answer

  Date: 04/25/2025

  They would be sending me a check For $100. I have never received the check.

  Business Response

  Date: 05/02/2025

  Good morning -

  We will be sending check out today. 

  Thank you,

  Management 

• Initial Complaint

  Date:07/27/2022

  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.

  ********************************* also known as Blue Oak Movers, and I agreed on June 1, 2022, to move my belongings from out of storage to my current home. On the day of the scheduled move, Kenway Moving did not show up at the agreed upon time. After a few phone call exchanges and hours later, **** said he will find out from their dispatch why haven't the movers arrived. The movers did not show up on moving day nor did **** respond with an answer. Two days later, I contacted Kenway to resolve the issue. I agreed with **** to have them move my belongings on June 8, 2022, only if at a discounted price. **** was supposed verify with his company and call me back but he did not. Eventually I moved myself but Kenway Moving did not refund my $100 deposit. I called **** again about my deposit on June 21, 2022, and he replied he will look into it and hasn't responded since.

  Business Response

  Date: 04/03/2025

  Reu -  

  I apologize your deposit had not been refunded. I do not know where the error took place in accounting, but we would like to make it right at this time by sending you a check for $100 to address: 

  *******************************************************

  We will also phone you at ************ to inform you of refund.

  Check will be made payable to *** ***.

  Thank you,

  Management