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Business Profile

Moving Companies

Smart Move, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Moving Companies.

Complaints

This profile includes complaints for Smart Move, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Smart Move, LLC has 2 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:12/27/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      Hello BBB Eastern NC 12/27/24:We contracted with Smart Move for a move from *********, ** to *********. They loaded us 8/28, stored our things to 9/4, reloaded their truck and unloaded our things on 9/5 after the close. They finished at 3 PM, and then drove 9 hr/525 miles and were supposed to be back in ** for work at 8 AM 9/6. We were unable to confirm all items.We paid $7140 for the move and $750 for the full value protection option. We had to sign that everything was received the day they unloaded. However, there was one complete box of broken casserole dishes and table leg, missing items were a desk floor mat, marble antique table top, ********. and 3 additional documented boxes # **, 18 and 19 which contained a set of dishes for serving 12. Only the cups were received in another box. There is damage to my work desk, and 4 folding tray tables - Did not ask for compensation for this.These items were identified and pictures were emailed in emails sent on Sept. 5, 9, 10/(2), 11, 17, & 23rd / Oct. 2, 3, 7, 23, & Nov 7, 12. Texts were sent to ****** September 9, 12, 13, 14, **, 20, 21, 24/(2), and also to ******* Mercalo on September ** and 24/(2). ****** received at least nine calls, and only one was directly *********** this date there has been resolution of everything except the 3 boxes of dishes. We were told that we signed off on 9/5, therefore they were no longer liable. YET, after I made a trip to NC 9/26, they produced the ladder, and the antique table top. Further, they bought and sent a ********, and reimbursed for the table leg, desk floor mat and broken casserole dishes during October, ALL after we signed off on 9/5. I sent a picture of a comparable set of dishes (serves 12) to receive either the dishes or compensation to purchase a new set. At this time I have received 2 emails claiming that we signed off and cannot be reimbursed. The dishes were a gift from my parents at our wedding. Regards, ****************** ******

    • Initial Complaint

      Date:08/22/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Let's start with the fact they're supposed to call when they're 30 minutes out. I got a call saying they were there when I was 15 minutes away. I was told it wad a "technical error" which I was charged for the 15 minutes they waited. They were hired to move my appliances. They had zero tools. They broke my fridge down to multiple pieces which were not protected in any way when loaded up to their empty truck. Since they did not let me know a time the person who was unhooking my water lines was not there yet so their employee **** went ahead and cut the water lines to my washer and dishwasher. When arriving to the new location 30 minutes away they started to reassemble my fridge when they realized they left not only my tools that I provided for the disassemble, they forgot a vital piece of my fridge leaving it unable to operate. Also discovering two giant scrapes in the black stainless film that this company offered to "paint" over. I didn't have paint on it before why would I want that as a fix to something smart move wrecked? Not to mention upon hooking up my washer we discovered the smart move employee left a vital piece of my machine at the old location resulting in a two story leak and thousands of dollars in water damage. To add a cherry on top one of the employees stole my personal phone number from my file and texted me asking for a job! The owners are also constantly dodging my request for a refund. I hired smart move to ensure the safe travels of my belongings and they failed to perform the basic tasks their company outlines.

    Smart Move, LLC is NOT a BBB Accredited Business.

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