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:06/07/2024

  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.

  Like another complaint, this company along with AmeriSafe Moving Services seem to do this bait and switch regularly. First, I did a FaceTime walk-through with AmeriSafe moving services and they quoted me $5000 for the move and required half of it upfront. The day the mover came, which originally was going to be in the morning turned out to be 5 PM in the evening. He looks around at all my belongings and says that they got it wrong and this is gonna cost over $11,000. I was so upset, but it was the day. I was leaving **************. I felt trapped, even though the moving company Dyme Core Solutions Took $200 off the move to make me feel better. It just wasnt enough enough. I shouldve stuck with the pods company. Anyway, I was told that my belongings were going to be kept in a climate controlled environment until I was ready to have them delivered. I watched them wrap some stuff because I was told that they would and some stuff wasnt wrapped, and they just shoved everything in the truck on top of each other which caused lots of breakage. On the day of delivery, which was also late in the day, everything was being unloaded, and a few things were visibly damaged, including a brand, new bicycle, a desk, a rocking chair and a small side table. The desk had water damage which the company Dyme core solutions Paid $200 to have it refinished for me. He also gave me $45 to fix my rocking chair and my bike. Of course that wasnt enough. The bike needed new fenders and had many many scrapes on the entire bike. The table was cracked So I had to throw that out. The rocking chair has not been repaired yet. The bicycle cost over $70 just to get it in riding condition. It wouldve been another $50 if I wanted new fenders since they were totally destroyed. Im still missing a sound bar and some other items, including clothing. This company did an old bait and switch, and took advantage of an older woman moving alone. Dont use these companies If you value your thing

• Initial Complaint

  Date:09/12/2023

  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 am submitting this on behalf of my mom *********************. This company charged her $3000 more than they originally quoted. A few months ago, a sales agent, ***** (Allenl@nwmoving) spoke to my mom and got all of her information and gave her a quote. She asked him numerous questions regarding packing things and also moving furniture at my house as well. He said everything would be taken care of at that time and every time my mom spoke to him. Well fast forward to moving day. They said they would be at my mom's house between 1-5. They showed up at 5. They were going to pack her house, drop some things off at mine and then head to FL. First, when they came in they said they weren't told about anything having to be wrapped or packed. So they sat down with my mom and went over the quote.They came back stated she had to pay over $3000 more than the original quote. They also asked her for a copy of the check or cash since the total bill which was going to be over $5000 since she owed the rest plus the additional when she got to FL. She was NEVER told she had to pay with a check or cash. She used her charge card to pay the deposit so she assumed she could charge it. So we were scrambling to come up with that kind of money in a few days.Then the truck wasn't big enough. So they had to come to my house, drop things off and go back to my mom. Now this is ****pm when they are still doing things. Once they got to my house, they told me they were "doing me a favor by moving my furniture". We were told by ***** it would be included and wouldn't be a problem. They took advantage of my mom and it isn't right. She is a 77 year old woman and she just wanted things to go smoothly.

  

  Business Response

  Date: 10/22/2024

  We work with brokers, who in return do all the marketing and advertisement. We do not create the inventory list and packing list, nor do we create the ESTIMATED price that is given to the customer at the time the price is being given to the customer via email or over the phone.  The terms of payment are clearly defined in the contract certified check, cash or money order. The Broker and the moving company are two different companies. The Broker will always take a credit card by phone, the moving company will according to the terms of the contract take cash, money order or certified check, half on pickup half on delivery. Its the sales person job to inform the customer the forms of payment according to the contract that the customer has agreed to, it is also the customer job to read the terms and conditions of the contract before signing the contract. In most cases the sales person does not inform the customer of the terms of payment, or lies to the customer and tells the customer that the ********************** company will take credit card at pickup and delivery. Keep in mind the contract is what dictates the terms of payment, not the sales person or the customer. So when the ********************** company arrives for pickup, we look at the contract and go by those terms that the customer has agreed to. In most cases the customer has not read the contract and has been misinformed  by the sales person about the forms of payment. The  contract clearly defines the amount of cubit feet that is allowed on the truck, if the customer inventory is not accurate and the customer has more  items than what the contract calls for. Then yes by law we are required to do a revised estimate, recalculate the cubit feet, and give the customer a accurate price at the time of pickup. This will will result in a price increase. The customer has the OPTION to stick to the original estimate, and not have a price increase or they can sign the revision, accept the new terms and pay for the additional cubit feet, which in return result in a higher price. This is all done at the time of pickup before anything is put on the truck. The customer has the option to pay for the additional cubit feet and additional packing. If there is no packing on the contract, or very little packing on the contract, and the moving company gets there and the customer has an additional packing that needs to be done, a  revision would then be done, the customer would sign the revision, and pay for the additional packing. If you should have any additional questions feel free to email me or call me. cell ************ email ***************************

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 20590969
  
  I am rejecting this response because you admitted in your statement that the customer is usually lied to and it is their responsibility to read the contract. Again my mom is 76 years old so I am sorry if she trusts the sales agent when she asked numerous questions regarding the move and he assured her everything would be taken care of. The movers even stated that they were told everything would be wrapped and ready to load which is lie. My mom clearly told the sales agent that bigger furniture would need to be broken down and wrapped.  It is amazing that it took over a year to respond to this complaint. I just moved to ********* and my estimate was exactly the same on move day. You take advantage of people and lie as you admitted before. 
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 10/25/2024

  The broker and the moving company are two separate companies, it is up to the broker to explain the terms of the contract and it is also up to the customer to read and understand the terms of the contract. when the moving company arrives at your house for pickup, the move is governed by the terms of the contract that you agreed to. The move is not governed by what a sales  person told you on the phone. If there was in price increase, it was done lawfully in accordance to DOT law. I do have compassion for you and your mom, and i wish you could have contacted me by phone, email, or text. In my defense we have not received any correspondence from you or your mom about your dissatisfaction about an price increase. My cell phone number and email address is on all of my contracts, a phone call or an email could have resolved a lot of these concerns. Your complaint that it has taken me over 1 year to respond to your concerns, is that we had no idea that this complaint existed, when you called the BBB TO FILE A COMPLAINT. The BBB set up a new profile for our company, that i was un aware of, we just found out about this complaint about 30 days ago. we never received an email from the BBB about your concerns. Moving forward, you have my contact information feel free to contact me at any time to address any further concerns thank you.