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:12/09/2024

  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.

  Had a move by Midwest Moving Company on October 25, 2024. As I started unpacking, I noticed items such as an expensive litter mat worth $40 (a last minute inventory addition) , some expensive dishes and some laundry items both of which were packed in 18 gallon totes. Please note that It did take me several weeks to unpack. That is why the company was not notified immediately about the items other than the litter mat. However, I did notify the company about the litter mat almost immediately about the first week of November when I found out that it was missing and I was told by a company representative that I would be issued a check at the end of November for $40 to be reimbursed. I did not get a chance to talk to the company about the other missing items because when I called and emailed about the missing check for the mat nobody answered either my emails or my phone calls nor the voice mails that I eft repeatedly. I am still waiting for an appropriate resolution. This is not anywhere the level of service that I have positive come to expect from a previous experience with this same moving company.

  

  Business Response

  Date: 12/10/2024

  Hello, we have emailed the customer several times letting her know the check was put in the mail over a week ago for the amount we agreed upon. We have told her to let us know if the check does not arrive this week. This issue has been resolved and the customer just needs to check her email for our several responses. Thank you. 

• Initial Complaint

  Date:07/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired and was forced to pay in advance or they wont unload my stuffs. The workers through the things in my garage and said were going to eat and come back. Did not come back and my stuffs are all over.Need them to send someone.

• Initial Complaint

  Date:05/21/2024

  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.

  Midwest Moving Company moved contents from my house in ************, ** to *************, ** (12/20/23). I purchased the insurance for full reimbursement if any damages occurred. House contents included furniture, a Peloton bike, and Peloton treadmill. The move was AWFUL! The movers arrived 2 hours late and worked with no sense of energy. One of the movers was on the phone with his girlfriend much of the time and not paying attention to details. I did not sign off on the quality of the contents before they left as I was not able to review the Peloton equipment because the movers misplaced the power cords. After replacing power cords, the treadmill did not work and a Peloton technician diagnosed that a new tread base was needed. I ordered the base ($1,424.04) and submitted the receipt, along with documentation from Peloton explaining the need for a new base to Midwest Moving. Since February, I have made multiple attempts to get a status on the reimbursement via phone ************** and email (************************* ************************************************************* but I get no reply. Nobody answers the phone and they do not return my calls or emails.

  

  Business Response

  Date: 05/29/2024

  Hello *********, I appreciate you taking the time to share your concerns regarding your recent move with Midwest Moving Company. We take all feedback seriously and aim to address any issues in a prompt and fair manner. It appears there are several points of contention that we need to clarify: 
  
  1. Inventory Mismatch: Upon assessing the contents for the move, we noted significant discrepancies between the reported items and their actual weights and sizes. For instance, the reported pizza oven was over 400lbs, which was not communicated to us adequately beforehand. 
  
  2. Behavioral Issues: Our team experienced threats during the move. We aim to provide a safe working environment for all employees, and such behavior disrupts our ability to perform optimally. 
  
  3. Peloton Equipment Damage: The Peloton equipment was reported damaged two months post-move. The initial inspection conducted by our team showed no visible damage, and the crew never mishandled the treadmill. The item was not dropped or moved around roughly. Furthermore, the initial correspondence with the repair company regarding the equipment was never sent to us, raising concerns about the timeline of the reported damage.
  
  We acknowledge that there are challenging moves every year, and regret the frustration caused. While we strive to deliver top-tier moving services, issues occasionally arise that require a balanced and factual resolution. We stand by our decision based on the presented facts and the timeline of events. 
  
  If there are any new pieces of evidence or documentation you can provide regarding the move or the equipment's condition, we welcome that information for re-evaluation. Thank you for understanding.
  

  Customer Answer

  Date: 05/29/2024

   
  I am rejecting this response because:
  

  1. The inventory mismatch referenced by the business is not relevant to my complaint. I told them I had a large pizza oven when I scheduled the move. I told them it would take 2 people to move it because my husband and his friend carried the pizza oven previously. It did not require more than 2 people.
  

  2. The behavioral issues provide evidence to the character of the movers. Midwest is relying on their testimony that nothing unusual happened, but how can I trust their word when the movers were already problematic.  
  

  3. Midwest claims that it took too long to make the initial request for reimbursement.  The reason it took longer that I would have liked is because Midwest movers lost the power cord to the treadmill. So, I had to order a new cord and wait for that to arrive. I tried to turn on the treadmill once the new cord arrived. It did not so I called Peloton to schedule a technician. Because I live in a small town, I had to wait weeks for a Peloton technician to come to my house to troubleshoot the cause of the problem. That analysis was completed on 2/26 and I sent notification to Midwest on 2/27 (see email evidence attached, along with Midwest's (*************************) request for additional evidence). I sent that evidence on 2/28/24 (also attached), but ************************* did not respond to that email or my follow-up emails requesting a status until 3/13/24. At that time, he indicated he did not receive my 2/28/24 email. I resent the 2/28/24 email on 3/13/24 (see attached). So the delay in Midwest receiving the evidence/documentation was due to Midwest not responding, not me. 

   

  
  

• Initial Complaint

  Date:11/09/2023

  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.

  Contracted for one amount. After bill paid in full and drivers tipped, was notified and sent another bill by email.. Charge was twice of what was paid final charge. Illegally, without permission charged my credit card I had used for deposit ONLY. Never addressed broken items 4X (one not pictured) and theY have been harrassing and moved to THREATENING us EVERYDAY since the move (10/25) to the date of this submission.

  

  Business Response

  Date: 11/10/2023

  Hello, 
  
  We moved this customer on 10/25/2023. The estimated inventory compared to the actual inventory was four times the total weight. The *********************** requires we charge by the weight for moves in state that exceed 35 aerial miles. ******* the customer was very displeased with the final bill, we added a $650.00 discount. This was after the customer was asked what price would he be okay with paying, in which case he said $350.00.
  
  Over a week went by, and the bill was still not paid. In this case, we billed the card on file to receive the final payment. After that, the customer began to blame us for damages that were caused on his previous move, to get money back. Some damages were items in boxes that we never saw, and did not pack in which case we have no idea what condition the items were in prior to us moving them. Our movers are very honest and always report damages to us on moves. If we do not hear about damages caused and they knew about it, there are serious consequences. 
  
  Oftentimes it is very easy to tell whether the customer is being honest or not, because when we ask the movers they always tell us whether the damages caused are legitimate. In this case, both movers were asked separately and both denied causing any damages and they have never been caught lying before, and have worked for this company for years. It is clear that the customer wanted money back.
  
  We also picked a mattress for this customer when the job was completed on 10/25/23, in which case he asked the movers to do this without calling in the office. They did however call the office, and we approved to do it for the customer anyways without charging.
  
  To summarize, this customer did not tell us all of his inventory, wanted the movers to additional work under the table, and blamed us for damages caused on a previous move all in an attempt to save money, or get money back. We are 100% certain on this.

  Customer Answer

  Date: 11/12/2023

  The estimate, no knowledge of a tariff law conveyed ahead of time alerted me of additional costs. It was not part of contract I signed off on. You knew of reaping extra charges before this move began! Inventory estimate online software is indicative of cheaper movers. If an issue or ********************** personal belongings out of a 10x15 storage was never conveyed to me. Rather, two movers said piece of cake and have it done in 1.5 hours! Welcomed it due convenience & lack of difficulty. Inventory was filled out honestly closely to actual as possible. I told company, why not hire trained individuals to appoint and itemize pre-visit inventories. Simply lacking due diligence and exercising more professionalism. Estimate was approximately 836. Bill 400 more. Part of my deposit a required credit card FOR THE DEPOSIT. I agreed to additional 350 until discovery 4 pieces of furniture damaged. Harassing daily decided to take stand not communicate or agree to disagree over pieces. Basically saying they were not responsible. Reasonable care expected of prof. ********************** companies. Nothing to do with money as it does with PRINCIPLE, something profit predators live on...

   

  
  

  

  Business Response

  Date: 11/16/2023

  Hi ****,

  I hope this message finds you well. Firstly, I want to express my sincere apologies for the inconvenience you have experienced during your move. We take your feedback seriously, and I appreciate you addressing your concerns with us.

  I understand that the unexpected additional costs related to tariff laws have caused frustration, and I want to assure you that we are actively reviewing our communication processes to ensure that our customers are fully informed about any potential extra charges in the future. Your point about pre-visit inventories is well-taken, and we are exploring ways to enhance our diligence in this regard. Please do note, we discounted the bill because of this and do understand where you are coming from.

  In the meantime, I want to extend my sincere apologies for any frustration or inconvenience this situation has caused. Our goal is to provide exceptional service, and I regret that we fell short of your expectations.

  Customer Answer

  Date: 11/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:07/24/2023

  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.

  Dear ***/*****,I am writing to lodge a complaint against Midwest Moving Company LLC for significant damages and losses during their moving service on 6/23/2023, for a move from *********, ** to ****, **.I hired Midwest Moving Company LLC for their services, for which I paid $5,876. However, the service provided was far from professional, resulting in a series of damages, misplaced items, and lost items.The damaged items include a bedroom bed with damaged sides and missing screws, causing noise and instability. There are damages on the walls, including a hole and deep scratch. An office desk was severely scratched, the coffee table corner is broken, and a dresser/multimedia center has multiple scratches. The quote I received for the repairs amounts to $1,000.Lost items during the move are a ladder, which has been replaced by the owner, and a dolly that has yet to be replaced, costing approximately $150.In addition, an office trunk and treadmill were not placed upstairs as per the instructions during the move. I had to pay an additional $200 to a separate crew to move the office trunk upstairs, a cost which the moving company has not refunded. The treadmill was moved upstairs by a separate crew, for which the owner paid a $200 refund.Several items were incompletely assembled, posing a safety risk. For example, the mirror on the dresser was incorrectly installed and the master bed was not assembled correctly.I have been in communication with the owner, *******, since 6/24/2023, attempting to resolve these issues. Despite some progress, the majority of the issues remain unresolved as of 7/23/2023, and ******* has ceased responding.I am seeking fair compensation for the damages and losses, which would include covering the repair costs, replacing the lost dolly, and refunding the additional $200 that I spent to move the office trunk.Attached are the documentation for damages, moving service invoice, repair quote, and communication with the owner Thanks!

  

  Business Response

  Date: 08/03/2023

  Hello,

  This is in response to complaints filed on behalf of *************************. This customer was moved by ********************** on 6/23/2023. 
  
  The issues he had with his move consisted of the following:
  
  The treadmill was left downstairs as it had to be disassembled to be taken up the staircase. ****** was able to hire a team to do this and I refunded him what he paid to have it done immediately afterwards. 
  
  ****** then contacted me five times within a two day span asking about his refund, as it can take a few days for the refund to appear in the account.
  
  ****** also claimed a step ladder went missing from his move. Although the item was not on our truck according to the declared inventory and our crew, but we took his word for it and ordered him a new step ladder. 
  

  There were a few scratches on two pieces of his furniture, and a small hole in his wall that could be patched quickly. We have inquired with three furniture repair companies to get a quote to repair the damaged furniture items.  
  
  I had asked to ****** to get a quote for this and we would pay for it ourselves but the quote he received was significantly higher than other repairs we have paid for previoulsy. I then asked him to wait until we find a company, in which case we ended up having to wait to hear back from many companies for a couple of days. We are still waiting to hear back from several contractors to repair the damages. We have informed them it is urgent but we still have not gotten a confirmed quote or timeframe in which they can repair the damages.
  
  We are requesting that ****** remains patient as we are still getting everything finalized to resolve the issues with his move.  

  Customer Answer

  Date: 08/06/2023

  The response is not satisfactory. 

  - Not only the treadmill was left downstairs. Also, my office trunk was also left downstairs. And while they paid for another crew to put the treadmill upstairs, I paid about $200 to another crew to put the trunk upstairs. That was not paid by the moving company yet.

  - I did not ask only for a refund but for a solution for all damage items and lost items. The whole conversation with the owner via text message is in a document I shared with the BBB.

  - Not only a ladder was missing but a dolly (replacement cost +$150). Also, the ladder is in a video I sent them with our inventory. I can submit that as proof as well.
  

  - The moving company damage several items in the house including furniture and walls. I have provided a quote with the repair cost. I have not received any reimbursement about this. It has been more than a month now and there has not been a solution.
  

  - I'm looking for a reimbursement right away. It has been more than a month and owner stop answering text/emails long time ago. Please help.

  
  

  

  Business Response

  Date: 08/09/2023

  Sending a crew to the customer's home tomorrow and Friday to fix everything. Everyting should be resolved after that. 
  

  Customer Answer

  Date: 08/10/2023

   
  I am rejecting this response because:
  
  - What the business is stating is not true. Nobody has come today and i just received a confirmation now that someone is coming tomorrow. In addition, business mentioned someone is coming to get a quote only

  - There is a Dolly that is still missing. Cost to replace about +$150

  - ********** trunk was never put upstairs. I paid $200 to a crew to help. I want that money reimbursed. Business only paid $200 to a company to help with the treadmill.

   

  

  Business Response

  Date: 08/10/2023

  Repairs will be completed at 8:30am tomorrow. Everything else with this should be solved after that. A $350 check will be sent out on 9/1 to pay for the trunk and dolly. 

  Customer Answer

  Date: 08/11/2023

   
  I am rejecting this response because:

  Date Sent: 8/10/2023 2:11:04 PM
  

   
  I am rejecting this response because:
  
  - What the business is stating is not true. Nobody has come today and i just received a confirmation now that someone is coming tomorrow. In addition, business mentioned someone is coming to get a quote only

  - There is a Dolly that is still missing. Cost to replace about +$150

  - ********** trunk was never put upstairs. I paid $200 to a crew to help. I want that money reimbursed. Business only paid $200 to a company to help with the treadmill.

   

   

  
  

  Customer Answer

  Date: 08/11/2023

   
  I am rejecting this response because:

  Date Sent: 8/11/2023 10:35:26 AM
  

   
  I am rejecting this response because:

  Date Sent: 8/10/2023 2:11:04 PM
  

   
  I am rejecting this response because:
  
  - What the business is stating is not true. Nobody has come today and i just received a confirmation now that someone is coming tomorrow. In addition, business mentioned someone is coming to get a quote only

  - There is a Dolly that is still missing. Cost to replace about +$150

  - ********** trunk was never put upstairs. I paid $200 to a crew to help. I want that money reimbursed. Business only paid $200 to a company to help with the treadmill.

   

   

  
  

  

  Business Response

  Date: 08/14/2023

  Attached is the invoice we paid to fix the damages. This claim has been resolved. 

  Customer Answer

  Date: 08/14/2023

   
  I am rejecting this response because:
  
  - I have not received any compensation for the money paid for the crew that helped to put the office trunk upstairs ($200). As mentioned, only I was paid for the crew that put the treadmill upstairs

  - A repair person passed by Friday afternoon and did the repairs through the house

  - A dolly was delivered in my house on Saturday