Complaints

This profile includes complaints for First-Rate Moving LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

First-Rate Moving LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  First-Rate Moving LLC

  10 Harris Rd A-B Windham, NH 03087-1319

• 

  First-Rate Moving LLC

  89-93 Main St, Suite 204, Andover, MA 01810

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:12/05/2024

  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.

  they didn't follow the instructions on the contract, the contract clearly stated 2 separate units, one for the household items, and one for outdoor, basement and trash items to keep my belongings from being soiled, not only did they pack it all together, they put dirty basement stuff all over my indoor stuff, damaged a bunch of stuff, after telling me that insurance covers face value of items minus deductible, *** told me he would give me 60 cents per pound, what criminal values things by the pound? I also paid for 2 trucks, got one, they packed all the hanging items into 2 boxes all crumpled when I paid for 4 hanging boxes, the crew took stuff from my trash pile for personal use and packed it with all my clean stuff, then he turns around and blames me because I left for 20 minutes to bring the contents of my fridge to the next town over, I have witnesses and I will see *** in court. The unprofessional behavior and lies have made this personal and my health is declining.

  Business Response

  Date: 12/10/2024

  In response to this complaint. I have been in touch with this customer since prior to the move, day of move, and also following the move. I was receiving multiple calls/messages almost daily up to the move with the customer having a lot of stress included with his move. It was requested of me to come by the home following regarding a k*** that came off of a stereo receiver as well as a table that was made of particle board that sustained slight damage. There was also a claim that the customer said the wardrobe boxes that were provided for them to pack were packed by the crew and that the clothes were not hanging but just placed into the box/Upon setting the time i was then threatened of court action, called a criminal etc.. At this point i instructed the customer via text that i would not be threatened and was no longer going to respond to the accusations. 

  In response to the claims. the customer requested a new stereo receiver to replace a k*** that had popped off and during the loading of the belongings some items that the client states were causing harm to his health (but still wanted to bring them to the new home) were put in the vehicle with his in home belongings. I then spoke to the team and we arranged to place them into the other unit which was on site but was not sent first thing during the arrival of the first unit. The crew gladly agreed to switch around any belongings that were mistakenly placed in the wrong unit. (The client did leave during the loading the process so the team was without his direction for some time).  

  In response to the complaint stating a $.60 per pound coverage. The moving contract and federal law states the base coverage for any legally operating and registered moving company contains coverage of $.60 per pound with the move. We did have a phone call a week or so prior to the move stating the $.60 per pound is what the client had chosen and then i explained to the client the different option of valuation coverage. He declined for any form of valuation coverage. I also offered money to the client that was significantly higher than the $.60 per pound of coverage he had elected out of good faith. When quoting any move we 100% have attached to the estimate the brochure required by the ***** that explains the different coverages offered by a moving company. All of this was prior knowledge to the customer. 

  In conclusion after the erratic text messages continued i stated i would not be threatened and would no longer respond to such erratic behavior and false claims on his part. After this the client has decided to post a review on ****** calling me a criminal, on ******** as well as ******* List all stating that i am a criminal. When you do your research you will see have an extraordinary track record of superb service in the moving industry. Unfortunately when the client cannot have a coherent situation i was forced to stop responding. Defamation on this persons part is the real issue at hand.

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22644507
  
  I do not accept the business's response as a resolution to my complaint because: I have attached a photo of our contract for the move that says basement stuff will go in separate trailer, but was already mixed with my belongings and was too late to be rectified. I gave the team instructions when they showed up, and I couldn't be able to watch all 4 of them while the are in multiple locations of the house at all times, I only left for 20 minutes to bring the contents of my fridge to new place, so this is just an excuse to avoid responsibilities for not notifying his people of the agreement on our contract, now I can't trust my belongings are safe and clean. He told me verbally that I was covered for full face value minus a deductible, a clear bait and switch tactic. The crew told me in the beginning a second trailer was coming for the stuff in the basement, but they were under the impression it was just for trash I later found out, when they told me there boss should have told them. The head crew member even expressed his frustration with his boss for forgetting to tell them this important detail. This guy has no remorse and is very condescending. That's why I called him a criminal, he has no compassion.

   

  
  

  Business Response

  Date: 12/12/2024

  To help minimize the back and forth here in this discussion, I have been and remained in contact with the client throughout any issues or concerns. I spoke verbally about the different coverage options on the phone when he responded with he will stick with the released value coverage that comes with each and every move per law. Also as stated in my previous response he had received a full disclosure brochure attached to his estimate breaking down how the insurance and valuation coverage works. He declined valuation coverage. This is also on the contract but was omitted in he picture attachment by the client.

  As previously mentioned here in this thread as well as to the client i had scheduled to go to the new home and review the k*** that had came off of a stereo receiver, review the particleboard piece of furniture that si waived by insurance, as well as the wardrobe boxes where the clothes were not hanging. Due to the client frustration in this matter he began to threaten suing if i do not refund him, he then went on ******, Angi's list and fakebook writing reviews, slandering our reputation and calling myself personally a criminal. Even after this complaint was filed here with the BBB he has continued to reach out via text message. 

  I have explained the whole situation to the client so many times, tried to go look at the new home where we had moved the client to so i could review in person (which is our right to do so) to no avail. Only more and more aggressive on-line false claims and threatening text messages as well. If the client wants to move forward and file a claim it has to go through a process that he has chosen to ignore.

   

   

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22644507
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  

  he had verbally told me insurance that I had selected was full value minus a deductible, and I had no reason to believe it wasn't, that part of the contract was not visible on the app at the time of signing, he told me before looking at the damaged items he would only be able to give me 10 dollars for it, of course I was ****** off and immediately rejected it, he also said they don't cover particle board and would give me nothing for that even though any table would have been crushed by the way it was stacked, they also scuffed my walls up moving, damaged my dresser. the thing he doesn't want to mention is that I specifically told him about the air quality issues in the basement and can't have my indoor stuff mixed with it, which is on our contract, and I would not have hired him if I knew he would forget to arrange the separate trailer for stuff that was going outside or in the shed. he agreed and wrote it in our contract and now wants to know why I was moving the stuff in the first place, it makes me so mad when people go back on a promise, this one was in the contract, the stuff about the damaged items is secondary to this, and I was stupid enough to believe him when he said I was covered for face value minus a deductible, why would I make this up? if he had told me items were insured 60 cents a lb. I would have laughed in his face and hired another person, but this guy is a dishonest person.  
  

  Sincerely,
  
  ******* ********

  Business Response

  Date: 12/31/2024

  Good morning, Thanks for reaching bakc out on this. I have attached text messages between myself and the client clearly stating that he had selected the federally regulated insurance amount of $.60 pe rpound as well as the signed estimate where he had also agreed to this coverage. Verbally we spoke about other coverage options and you will also see in the text that he did not decide to moev forward with that option. Also in the text messages you will see there was a good faith offer of $200 and above the client mentions $10 so that is also something that is not factual in this case. Please see attachments to provide facutal evidence to my response. Thanks.

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22644507
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  He did offer me 200 good faith refund after he said it would only be around 10 dollars for the damages, considering the move service was not carried out like we established in the contract made that 200 dollars not close enough seeing as though I paid over 2000 dollars for 2 trailers, and items needed to be moved a specific way. I'm going to need a bigger offer than 200$ I would have no problem paying more for a service done right, this service wasn't done right and deserves more compensation.
  Sincerely,
  
  ******* ********