Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/03/2024

  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.

  The mover broke pieces and lost a one of a kind stained glass piece- the last thing my father ever gave me- worth 520$ at time of purchase in 2004

  Business Response

  Date: 10/14/2024

  Customer was offered $350 based on the protection plan they chose. We stand by our offer. A formal settlement was sent to the customer.

  Customer Answer

  Date: 10/14/2024

   
  I am rejecting this response because: the 350$ covers only the pictures and lamp that Fox movers broke. I spent an extra 250$ for FULL coverage of the safety of my belongings. So their offer does not cover the one of a kind stained glass art piece they lost in their storage facility. I am asking for compensation for that loss. 
  If they paid 700$, while it would not cover the true cost, I would let the matter rest. 

  Business Response

  Date: 10/14/2024

  We stand firm by our offer.

• Initial Complaint

  Date:07/08/2024

  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.

  7/8/2024- Had a FaceTime estimate. Man was rude and did not answer questions. First said he guarantees quote. Then backtracked and said they will fit what they can fit on truck. I needed an estimate for two scenarios since our new build has been delayed. He refused to put effort in to give me two options saying that was a lot to ask. Other companies had no problem with that! Then he hung up on me saying find another mover! I wasn't giving him my business anyway. Find another company!

  Business Response

  Date: 07/16/2024

  We never transacted business with this potential customer. We could not meet their demands.

• Initial Complaint

  Date:04/08/2024

  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.

  The price the day of the move was an bait & switch. I was told on the day of the move (being 2hrs) I would pay 311.**. On the day of the move I had to pay them 678.** I was charged for extra time for them getting lost & charged an extra 1 hr for a move that hands down should've been 2 hrs or less (per another moving company home assessment). Then the movers didn't put any of the items in there designated places. The just unload everything into the living room. My sons had to go up & down the stairs moving the items. If my sons were going to be responsible for 1/2 of the moving companies responsibility, then why did I need to hire them. I was told since I wasn't there to basically "babysit" them to tell them were everything went. That's why they didn't do their job. However, my roommate mentioned to one of the movers that the boxes were color coded to the rooms they went too. Then on top of all of that, they stole a box of bathroom essentials. They took toilet paper, ********************** The company did give me ***** back but nothing for the items taken or for the lack of the movers doing their jobs.

  Business Response

  Date: 04/08/2024

  Our men were lost for 15 minutes. We refunded the customer for 30 minutes. If the customer feels we stole their shampoo, conditioner, and toilet paper they are welcome to file a police report. 

  
  

• Initial Complaint

  Date:12/06/2023

  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 contacted Fox for a quote. I already had priced moving on my own. When I did the virtual walk through the sales person gave me a quote of $4999. When he mentioned weight I was concerned because my move included a golf cart and didn't know what that weighed. He guaranteed me this was a FIRM quote and the company NEVER did a bait and switch. He said it included breakdown and setup of furniture and handling of all TV's. There were supposed to be no hidden charges. I asked him about billing and he said no extra charges if I used a credit card. As soon as they arrive they changed all the pricing. At this point it's too late for me to find another provider. They said it would be an extra $800 even before they loaded. I had to run out to since on the contracts of sale but had someone there to watch the move. They left without packing everything and said if I wanted the rest of my stuff it would cost an extra $3k. When they dropped off the stuff they driver GUARANTEED me someone would get back to me by THE END OF DAY to go over the over billing. No one ever replied. Several of the items were damaged to to careless handling and tape all over furniture that damaged the furniture. They ignore your calls if you try to contact them. It's a SCAM and should be avoided at all costs.

  Business Response

  Date: 12/13/2023

  Nothing could be further from the truth from this move. The customer showed us the items they wanted to be moved on a virtual estimate. The price was agreed to based on what the customer asked us to move. We confirmed the list of items and price a week prior to the move with the customer. The customer advised there was no changes. The day of the move when we arrived the customer asked if we could add items. We said we would add what we could fit and gave them a price for the additional items which they agreed to. Once we were done loading the customer then asked what the cost would be to take an additional truck for the items that didn't fit on our truck. We went ahead and priced a one-way U-Haul to ******* and the customer again agreed to the new price for the remaining items to be taken on the additional truck. The customer also signed our terms and conditions 10 days prior to the move showing we have a credit card fee. We have attached the signed agreement. To date, we have received no calls in regard to any damage.

  Customer Answer

  Date: 12/13/2023

   
  There were no items added.  We did a virtual walk through and I showed them the entire house.  When they sent the manifest,  I replied saying it made no sense.  In some case they actually had more items because it had a King size bedroom set.  I had sold that so I had more on the manifest than in the move.  When I spoke with the sales person before signing the contract I SPECIFICALLY asked because he mentioned weight and I said I had no idea what the weight of the golf cart was but he said that didn't matter they were a REPUTABLE company and NEVER changed pricing after the quote. They sent the manifest and I replied stating it didn't make sense, I attached my reply which they never responded to.  This is an intentional bait a switch, they know once they arrive you have no other choice, it's blackmail.  BEWARE OF THIS COMPANY AND STAY AWAY.
  
  After they arrived, they charged extra for the TV's which I was told was already included.  They were careless and reckless with items, using tape to secure items instead of shrink wrap which they had.  The tape damaged several items because it did not come off.  After the truck was half packed they said if I didn't pay more they would not move everything.  They kept adding fees to the quote which was supposed to be final.  The driver said he spoke with a supervisor and guaranteed I would be called back by the end of the day and they would credit back some of the fees I was over charged.   No call ever called and they ignore all calls.  I had quoted renting a uhaul myself which was only $600 including using a trailer to pull the golf cart.  I knew the move would be $4000 if I did it myself which is why I agreed to $5000 when the sales person said this is a FIRM QUOTE and they would not change it after they showed **.  They low bid in order to get you to commit with the intention of changing it after it's too late.
  
  

  Business Response

  Date: 12/21/2023

  Our stance remains the same. Any and all additional charges or added furniture were approved by the customer prior to execution. We will not be offering any discount or refund.

• Initial Complaint

  Date:09/19/2023

  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.

  My issue : Moving company promised safe transport and moving of my items including furniture assembly and disassembly from old address into new address. BUT :-1)Did not assemble any furniture { Sofa or Bed } in new address. 2)Left bed frame damaged and outside the apartment. { Pics attached }3)Refused to offer any help in spite of begging to bring furniture in.4) Broke Dining Table legs , Lost Sofa Legs, lost one pair of shoes , damaged bed and frame. 4) Took payment of ******* $ ( aside from the 500 $ deposit ) in full without fulfilling any of these requests and created scene during unloading and disassembly.5) Did not - I repeat - Did not acknowledge claim email or answer any calls from us to help with grievance until 9/19/2023 11:48 AM.6) When phone was answered on 9/19/2023 - casually commented that company is unsure of when accounting will settle dispute for them to do anything with your claim request. When questioned on how info would have even reached me if not for this phone call - responded casually with no affirmative next steps. Additional issue - Discover ( my credit card company ) agreed to take up a dispute with the company directly. However, they "validated" the transaction based on their terms and conditions with discover directly. As a consumer , I feel entirely helpless and let down by the system. I pray that the BBB helps us in getting some- if not entirely - the compensation amount as its huge for us and are helpless. Best regards,***************************

  Business Response

  Date: 09/21/2023

  It is our policy that we can disassemble some furniture pieces if necessary. Anything that we disassemble we will reassemble. The exception is specialty pieces. The customer did not disclose to us the complexity of the bed that they wanted us to disassemble. The crew on that day let you know that they could attempt to disassemble but could not guarantee reassembly because of the complexity and number of screws that were used to assemble the bed. The customer said that would be no issue. We left the bed frame on the patio because we were unable to get it through the front door or the patio entrance, so they were told to leave it on the patio. We broke the bed down as far as we could. The crew let us know that they needed a specific tool to break down the bed any further.The normal tools needed to completely breakdown the bed, we did not have due to the frame being a specialized item. As we explained over the phone, we could not process your claim due to the dispute you initiated with your credit card. Any move that is not paid for is unable to process a claim for damages.

  Customer Answer

  Date: 09/21/2023

   
  I am rejecting this response because:
  Complexity seems to be too strong of a word to use for a bed. All beds contain some basic parts : frame, headboard and footboard, mattress and support. These were exactly the same parts on my bed as well. Why would it be disassembled in one place and be left outside and not assembled inside the new place ? Per the logic :- if it was too complex - it should have been left alone in the old place in the first place. Airplanes can be complex, some royal palaces banquet tables and chandeliers can be complex . I am a middle class average person and I dont own a royal bed. Hope this explanation somewhat makes sense. 
  2nd : the agreement was to disassemble furniture and assemble into new apartment after move - I had 4 such pieces of  furniture : one sofa , one bed , one dining table and one cabinet :- 3 of these were not assembled in new apartment. Pictures were sent and can be resent ( bed, sofa and cabinet ). The dining table leg was chipped ( wood came off ). So, in a situation where furniture was moved as is - I would not have any complaint. But in this case - my furniture was not only damaged , but also left in pieces for me to move in and assemble in my new place. Please tell me - what value did FOX exactly add to my move ? They have disassembled and moved my furniture to an address where I essentially had to replace the sofa and cabinet with new ones ( legs lost and shelves broken ) and find handymen to move a bed in. What furniture out of these 4 were successfully moved in and assembled without damages  by FOX in my new apartment?

  when can I expect my claim money to be sent to my bank account ? Latest by what date and time ? Discover has already validated this transaction, so I dont know what is holding FOX up ?
  

  I would like FOX to verbalize and confirm this amount that I have requested for my mental agony and strain. This is all Im expecting as a customer.
  Looking forward to a prompt response.

  Business Response

  Date: 09/28/2023

  The charge has been validated. The claim is in process. Our claims manager will communicate directly with the customer once the claim is settled. 

  Customer Answer

  Date: 10/02/2023

  
  ************ from *** sent an email stating that we will receive a letter which will have to be signed and sent back for us to receive the full refund. Although the previous email indicates that they are working to process the claim - which is true, I am yet to see the letter or any document confirming that our requested amount of ******** $ on the claim will be refunded to us. I am rejecting this response until I see a legal document stating that we will be given a settlement. 
  

  I thank BBB and ************ for the support so far. I am in need of a document that proves my settlement in order to mark this closed on BBB.

   

  thanks 

   

  shreyas 

  
  

  Business Response

  Date: 10/03/2023

  There will be no refund. The only money being paid out is for damages claimed. The services were rendered and paid for.

• Initial Complaint

  Date:08/03/2023

  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 Fox Moving and Storage for my move from Charlotte to **************. I was given an estimate that was based an estimated weight and distance and was told that the actual cost would be based on weighing the truck after everything was loaded. (I have this all in writing)I was told to give any changes to the list, which I did but was never updated on their end. (I again have all this in writing). However, I was told explicitly that the truck would be weighed, so the list of items shouldn't have even mattered.*** never weighed the *********** was over charged for my move. I've been told several times over email that the manager would contact me, but they never do. I would like a partial refund based off what I believe I was over charged. If I cannot resolve this through this process, I am happy to take further steps.

  Business Response

  Date: 08/10/2023

  Our Operations Manager has reached out to the customer directly. We have yet to get a response.

  Customer Answer

  Date: 08/10/2023

   
  I am rejecting this response because:
  
  Ive asked for a response from them in writing, and have not received that. 

  Business Response

  Date: 08/11/2023

  If the customer wishes to resolve this matter, they can call our manager back as we are acting on good faith to settle this dispute. 

  Customer Answer

  Date: 08/28/2023

   
  I am rejecting this response because:

   

  Ive filed a previous complaint that BBB without my acceptance. The company in question stated they called me and were operating in good faith and they wanted to speak on the phone. I returned the managers call and left a voicemail as well as several emails with no response. I will not accept a resolution to this situation without a 10% refund due to Fox Moving and Storage fraudulently over charging me. In addition to this follow up complaint, I have filed a complaint with the *********************** which regulates moving companies. 

  
  

  Business Response

  Date: 09/06/2023

  We offered the customer a 5% discount off the cost of the move due to the fact our men did not weigh the load. The customer declined our offer. Our offer still stands.

  Customer Answer

  Date: 09/06/2023

   
  I am rejecting this response because:
  
  I explained over the phone and in detail over email, that I was overcharged in excess of 10%. I offered to accept a 10% refund, but will not take less. My complain remains unresolved until they can offer that. 

• Initial Complaint

  Date:09/26/2022

  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 hired Fox Moving and Storage to load up our belongings onto two moving trucks in June 2022. One crew loaded items on June 19, '22. The second crew loaded the remaining items on June 23, '22. For both jobs, we opted for Basic Value Protection coverage on our items. *****, one of our packers, explained to us that this coverage would help cover damages that *** have been caused by them not loading and securing the items well. On June 29th we discovered that most of our items were significantly damaged, especially the items that had been loaded on the second truck. We reached out to Fox immediately and they sent us claims forms on July 1st. We took pictures and emailed the necessary documentation to Fox on July 5th, 2022. We did not receive any responses and had to reach out multiple times before our claim was acknowledged. After several emails and some phone calls with the owner, *************************, we were told that the company is willing to offer us $150 towards the damages caused to our couch, but that they will not uphold the Basic Value Protection coverage on our other damaged items because that coverage ended as soon as their crews were finished loading the truck. We do not understand why we were encouraged by the crews upon completion of their jobs to sign up for Basic Value Protection coverage if that coverage ended as soon as they finished loading our items. We also do not understand why the company encouraged us to file our claim with them if our coverage was no longer valid anyway. Why are they willing to cover some of the cost of the damages caused to our couch but nothing else? The whole experience has been very confusing and disappointing. We would like to understand why we are not receiving the agreed upon per pound cost on the items that were damaged due to poor packing by Fox Moving and Storage.

  Business Response

  Date: 09/26/2022

  Per ******************** law. Third party vehicles are not afforded coverage per the terms of the contract. We have provided the customer copies of the contract. 

  Customer Answer

  Date: 09/30/2022

  Complaint: 18128160. We are rejecting this response for the following reasons: 1. In the contract, there is no mention that "third party vehicles are not afforded coverage." The section of the contract in question states: "Under this option a claim for any article that *** be lost, destroyed, or damaged while in the custody of your mover will be settled based on the weight of the individual article multiplied by 60 cents." Our damaged items, while they were in the custody of the movers, were not packed or secured properly and were therefore damaged during the packing process. We do not understand why *** is not willing to cover our damages per the Basic Value Protection coverage.

  
  2. ***** packed up our first truck. ***** was an experienced mover with Fox. When ***** handed us the contract to sign, (which he did after the first truck was loaded), he specifically told us that if there was any damage caused by the crew not packing the items well, we were to take pictures as we unpacked those items and file a claim immediately with Fox. He explained that because we were using a third party vehicle for the move itself, the only coverage that we would receive under the Basic Value Protection option would apply to items damaged by the crews not packing our items well. ***** was very experienced and we have a hard time believing that he would go to all of this trouble explaining our coverage to us and it not be accurate. He spent a lot of time explaining our recourse if items were damaged. He did not mention that our coverage would end at that very moment that we were signing the contract. 

  
  3. *** is willing to pay for some of the damage done to our couch. If they are willing to cover the damages caused to our couch, why are they not going to cover the other items damaged on that same truck? We have asked this question multiple times without a satisfactory response. 

  Business Response

  Date: 10/03/2022

  The reason no coverage is afford under "Basic Value Protection" is once the customers belongings are loaded onto a third-party vehicle the belongings are no longer under our "custody". We cannot control who transports the vehicle or how the belongings are handled during the unload. Basic Value Protection is afforded to the customer when Fox uses its vehicle and our movers to complete the entire move. Therefore, the belongings are under our "custody" and control through the entirety of the move. We have offered $150 in good faith as we do appreciate the customers business and wish they had chosen us to handle the entire process for them start to finish.

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18128160
  
  We do not understand why we were told to sign up for Basic Value Protection AFTER our items were loaded onto the third party vehicle if that option affords us no coverage. We signed up for this coverage when the work was completed for both trucks (two different crews). It does not make sense to us that their crews would tell us we have coverage and encourage us to sign for that coverage if it ended the moment they had finished loading the third party vehicle. We are also confused because nowhere in the contract does it state that third party vehicles excludes our coverage. Our items were damaged due to poor packing and handling by ***.

  At Fox's recommendation, we considered using not only their moving vehicle but an additional, third-party vehicle for overflow. If we had gone with their suggestion, our items on that third-party vehicle would not have been covered according to their current position. Why would they have presented this to us as a moving solution if it would not have afforded us the same coverage as the other items on their truck? They did not indicate we would lose our coverage if we used a third party vehicle. 

  We do not view this issue as resolved nor are we satisfied with the business's response. 
  
  Sincerely,
  
  ***** And *********************

  Business Response

  Date: 10/12/2022

  All bills of lading are signed prior to services being rendered. Protection does not transfer to vehicles not driven or owned by Fox Moving and Storage, as your belongings are no longer in our custody. We have no control on how your belongings are transported or unloaded. Our position remains unchanged. 

  Customer Answer

  Date: 10/16/2022

   
  Complaint: 18128160
  
  We are rejecting this response because:

  This simply is not true in our situation. We signed the Bill of Lading at the END of services rendered both times, and we were told by ***** that we had coverage for any damaged items that were not loaded or secured properly by Fox Moving and Storage. As we have already mentioned, we hired a third party vehicle at the recommendation of Fox Moving and Storage. The ** Consumer Guide to Moving does not indicate that the moving crew is exempt of responsibility when third party vehicles are used in the moving process. We request that Fox Moving and Storage cite the actual law and where it can be found which makes them exempt from covering the damages that occurred due to their crews not securing and loading our items properly. 

  
  Sincerely,
  
  ***** and *********************