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:05/02/2025

  Type:Sales and Advertising 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 contracted with Menards Moving ************* for my out-of-state move from ******** to ************* and was contracted with Swift Moving Services LLC. Once all of my belongings were packed, I had the driver, owner, and other company telling me all different things on who to pay or how to pay, which was not communicated by the broker. Then after communicating that I would need delivery by 4/19/25, I was not told by Swift Moving Services until the day prior that this would be my first available date and that my belongings would come in a week. I was then contacted by the driver after that week passed that my things would not be delivered for another week. In speaking with my property management, I had requested a *** on 4/16 which by 5/1, was still not sent and completed to my property management, not allowing me to move, which had also been previously communicated. I was sent a *** at 8:36am on 5/1 with information on auto insurance, but no policy or coverage information on workers compensation or general liability, although it had been sent with those coverages checked. When I reached out directly to the insurance company, I found that they did not have these coverages. It was also further solidified by a recorded line with a ******** representative that workers compensation had only been issued that day and was not yet active. Because of this situation and the inability to send a ***, they decided to breach the contract entirely and state that all they could do was bring my belongings to a storage unit since there would be a redelivery fee, also not stated in my contract. This is after I was told by a different ******** representative that this would be free of charge, apparently being misinformation. I have now had to hire a separate moving company to move my things from a storage unit (that has not been communicated to me) to my previously stated location.

  Business Response

  Date: 05/12/2025

  We sincerely apologize for the frustration and inconvenience you experienced during your recent move coordinated through Menards Moving & *********** and performed by Swift Moving Services LLC. We understand that moving across states is a significant undertaking, and your dissatisfaction with how events unfolded is not taken lightly.

  Regarding your concerns about communication around payment, we want to clarify that the original estimate and signed terms and conditions clearly outlined the required payment structure. This included the method and timing of payments due at booking, pickup, and delivery. We understand that receiving varying information from different representatives may have added confusion, but payments were collected in accordance with the agreed-upon contract terms.

  You indicated your need for delivery by April 19, 2025. As stated in our contract, unless a dedicated truck was specifically requested and paid for in advance, delivery dates remain estimated and subject to variables such as route optimization, weather, and scheduling logistics. In your case, your shipment was delivered on May 2, 2025within the 21-business-day delivery window allowed under federal guidelines starting from the first available delivery date. While we understand this may not have met your expectations, the timeline remained within our contractual obligations.
  We'd also like to clarify the situation regarding the Certificate of Insurance (COI) and the delivery of your items.

  All licensed carriers are required to maintain active insurance coverage, including cargo insurance and liability for bodily injury and property damage. Customers are encouraged to verify a carriers insurance status and safety record through the ****** SAFER website using the carriers DOT number.

  The COI you received from our insurance provider reflects this required coverage. It is a certificate of liability for the truck, not intended for claims insurance or other building-specific purposes. We communicated that this was the only *** our insurance agency could issue and explained that it might not satisfy your building's particular requirements.

  We advised that if your property management could not accept the *** as provided, we were able to offer delivery to an alternative nearby location. You declined that option and continued to request delivery to your residence.

  Since access to your building was ultimately denied and we were unable to complete delivery, we returned the following day and, based on your same-day instruction, delivered the items to a storage unit instead.

  Its important to note that if we had been informed earlier that storage was your preferred alternative, or that you intended to hire a third-party mover, we could have delivered directly to storage on the initial dayavoiding confusion and extra fees. Unfortunately, our crew was turned away after arrival, despite prior confirmation, and had to return the following day.

  The redelivery fee applied in this case was due to the instruction to complete delivery the following day to a separate storage location. This required an additional dispatch and labor beyond the originally scheduled attempt, and thus incurred a redelivery charge consistent with our standard operating procedures.

  We understand your frustration upon learning that the *** did not meet your buildings requirements and sincerely regret any miscommunication regarding the coverage details.

  We regret the need for you to hire an additional moving company to complete your move and apologize for any distress caused. However, we trust that the above clarifications help explain the reasoning behind our actions and the efforts made to meet your needs under evolving circumstances.

  Thank you for bringing your concerns to our attention. We are committed to learning from this experience and improving communication moving forward.

• Initial Complaint

  Date:02/11/2025

  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.

  Moving Nightmare We have been taken advantage by dishonest movers. When we were first contacted by ******** Moving and Storage in *******- We thought that they were the movers and would storage our furniture- The move was picked by Swift Moving and storage- The person who came standing that he was from Swift Moving- Hasa Samou- Who from his phone number is actually H&M Logistics DOT# ******* MC# *******. He took less than 1/2 of our stuff and charged us double the price- They (under the direction of Has Samou) held our furniture HOSTAGE for cash at delivery. It was like a home invasion at the pick up f furniture- Hasa spent 2 hours in and out of the house calling the "office" everything was extra... he had a price list that he kept waving around and he would not let us see it- Changed and filled in contracts after they were signed- On the phone with Swift ***************** with "Waed" who stated that she was Swift- Her phone number comes up another moving company- Move Safe- US DOT# *******- She told us that we tell people never to move expensive furniture because it will get damaged- OUR FURNITURE IS BASICALLY ALL DAMAGED - THE PERSON WHO DELIVERED our furniture to ******* was Fast Transportation out of ******, ********** by a man named ***** *******- He was driving a pickup truck pulling a trailer with all of our furniture forced in the back unsecured- What furniture was not damaged already was ruined as the two moving men that the driver picked up in **********, ** from the country Jordan- pulling across a cement floor in our parking garage in **********- It was actually to go into storage and then be delivered to our new home when it was completed included in the price-- However they knew nothing about this.We are seeking your help with this matter and to also STOP THEM FROM DOING THIS TO OTHER DEFENSELESS SENIOR CITIZENS We are seeking $10,000.00 for very much over charging us- for demanding cash as well as two checks- damage to furniture-home and condo.

  Business Response

  Date: 02/20/2025

  We sincerely apologize for any inconvenience you may have experienced. Our goal is always to provide quality service and ensure customer satisfaction, and we regret any dissatisfaction with your moving experience. We appreciate the opportunity to address your concerns regarding damages and overcharges.

  Overcharge concerns: The shipment included multiple non-stackable items, which required additional cubic footage. Per federal regulations, any additional items or services not included in the original estimate that result in extra charges must be documented in a new written estimate, which automatically supersedes any previous estimates.
  
  In this case, you were provided with a new written estimate that reflected the additional services required. Your signature on this document confirms your acknowledgment and agreement to the updated terms. Additionally, we made efforts to negotiate a resolution regarding your concerns over the charges; however, you declined both the settlement offered by *** for damages and our proposed resolution for the overcharge. 

  Damage claim: Per federal and state regulations, carriers are prohibited from voluntarily paying claims unless they are filed in writing within the legally allowed time frame and meet all required filing criteria. For this reason, all damage claims must be submitted through our third-party claims company, ***, for proper review and resolution.

  Your claim was processed by ***, and compensation was offered in accordance with our legal liability and within the time frame required by law. While we understand that you are dissatisfied with the compensation, it is important to note that, as outlined in the Bill of Lading governing your move, you opted for limited liability coverage at a rate of 60 cents per pound per article, as confirmed by your signature.

  Under this coverage, the carriers legal liability for loss or damage is limited to 60 cents per pound per article and applies only when the damage or loss is determined to be due to the carriers negligence or mishandling. This coverage was provided at no additional cost, in compliance with federal regulations, and allowed you to benefit from a lower moving rate. You also had the option to purchase Full Value (Replacement) Protection at an additional cost but chose to decline this coverage and the associated premium.

  While we regret that you felt the need to file a complaint but hope this explanation clarifies our position. In accordance with federal regulations, all carriers are required to participate in an Arbitration Program, which provides customers with the option to seek arbitration if a resolution cannot be reached through the claims process.
  
  If you wish to pursue arbitration, you may contact *** to request details about the Arbitration Program in which our carrier participates.
  
  Should you require further clarification, please feel free to reach out.
  
  Sincerely,
  Swift Moving Services LLC