Complaints

This profile includes complaints for Cross Country Long Distance Movers's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cross Country Long Distance Movers

  140 Delawanna Ave Clifton, NJ 07014-1550

• 

  Cross Country Long Distance Movers

  206 Colfax Ave Clifton, NJ 07013-1812

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:09/12/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 Cross Country Movers through National Movers, and had both a messy pickup and incomplete delivery. The first pickup was scheduled for 10am to 2pm on June 30th. The movers did not arrive until 8:30pm and were unable to move my things to the storage unit I had contracted myself. This incited the existing problem that I have with this company. Because they arrived so late, they offered me free storage for 45 days. On August 1st, I was available for delivery, which they had promised in writing would be 1-2 days after I called to set up a delivery date. Something was lost in translation between National Movers and Cross Country Movers and they did not receive my delivery request until the morning of Aug 1. They did not deliver my items within the promised 1-2 business days, instead taking 5 days to deliver the majority of my items. For this service, I paid $3500. I am currently missing a $1500 couch, among other items that they have repeatedly promised and then subsequently failed to deliver over the past 45 days. At one point, I was told by an employee over their recorded line that they would owe me a fee if they did not deliver my items within 30 days. They refuse to acknowledge emails that I have repeatedly sent, will not promise a delivery date and maintain it, and every promise of a call back to confirm delivery has not happened. I started a new job and do not have time for the level of follow up required to receive my furniture (that I shouldn't have to do anyway). I would like both my missing items delivered as well as a partial refund, per their employee recording.

• Initial Complaint

  Date:07/26/2023

  Type:Order 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.

  Overall, this company picked up my belongings on 7/13/23, said they would deliver them on 7/15 and I do not have my belongings. They have never given an agreed upon window of time for delivery since the initial 7/15 date was given. I have paid them $1776 and I have paid their broker, Eagle Moving Group, out of *******, approximately$2000. I have called Cross Country daily to confirm my payment to them, as I stopped payment on the first check given to them on 713, after my belongings dud not show and no phone call was received on 7/16. They said they "needed 3 to 5 days to make sure the check cleared before scheduling a delivery date, but since I stopped payment on the check, it would be longer. They said the man who told us it would be delivered on 7/15 knows nothing and should never have said that and I would not get a date until I paid them. We had a few calls where I promised to pay them in full in cash if they would bring my stuff. They refused. They gave me options to pay by bank check, I did that on 7/19 and they refused that check. My bank, M and T bank branch in ********* ** stated that they "were concerned that the company was a fraud and they told me to send the pictures of the check requested but hide the areas with my personal banking info." Cross Country refused to take it. They demanded a bank to bank wire transfer. M and T warned me not to as it was very unsecured, they believe the company was fraudulent, and they would not insure me if Cross country stole my money. That transfer went through on 7/20 and though the manager ********************* promised a specific delivery date immediately following the wire transfer, I still have no date. For the past 2 days they say, "it will be some time toward the end of the week." It is toward the end of the week and still have no date. My husband and I are still sleeping on the floor and I have spent at least $3000 for necessities without my things. My husband cannot get his ohio license to work.Help us?

  Business Response

  Date: 02/07/2024

  We do apologize to you and your family for any probelms we causes I checked your file and I see that we picked you up on 7/13/2023 you gave a check to the ******* on site and we deposited that check. Two days later we get an alert and the check you have given us  has bounced. THere for we gave you a call and you said you did it on purpose how can we deliver you if you havent paid us the back and forth was insane and the communication wasnt there at all. When you finally made the payment it was 7/20 and you got delivered on 7/24 right after. We try our absolute best to always deliver everyone fast but if we dont have payment we cant deliver you its on our contract. Again we do apologize for any issues we may have caused you. 

• Initial Complaint

  Date:07/21/2023

  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.

  On 6/12/2023, Cross Country Long Distance Movers picked up my belongings. It has been over 30 days and my belongings still have not been delivered to my new apartment. They constantly do not answer phone calls, and have lied on multiple occasions about both arrival dates and conversations they've had (they had the nerve to tell me that they had an extensive phone conversation with my apartment complex about trucks being restricted, which I confirmed with apartment management did not take place.) I am worried that I will not see my stuff again; and that the "deposit" that we gave this "company" will never be seen again.

  Business Response

  Date: 02/07/2024

  We do apologize for any issues we may have caused to you and your family. Checking your file I see that you were picked up on 6/12/2023 you werent ready till  6/19/2023 nd got delivered on 6/23/2023. there for we only took 4 buissness days to deliver your items. If there is anythbing else that was a problem please let us know but we are trying our absolute best for everyone to get their items as quickly as possible. 

• Initial Complaint

  Date:06/09/2023

  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 was out unknowingly out sourced to Cross Country Movers for a long haul move. They are an absolute nightmare. They arrived a day late calling only one hour before to inform me they had a problem with the police at the weigh station. I had to get another hotel room and plane ticket, which they said they would reimburse me for. That NEVER happened! On May 18th is when all the trouble started and for months I have had had to deal with no answers, change of phone numbers and absolutely no idea where and when I would get my stuff back. They entire operation is a complete fraud and they go out of their way to make it impossible to get any information, scammers that double charge as soon as they get your stuff on to their truck. The man were rude, aggressive and lied on their own behalf to get money. They disassembled my furniture without my permission and packed belongings without my consent, leaving behind items that were supposed to be moved and on the inventory list. When they loaded the truck thats when the scam started, now they wanted me to pay an additional fees or they would going to keep my belongings. I was a woman by myself and they took advantage, as I watched them pee in the bushes. They took off without giving me any paperwork but said it would take about **** days for the arrival of my belongings. Months passed and I called everyday sometimes multiple times to get any information from Cross Country Movers but they had no intention on getting me information. I hid an air tag in one of my bags on truck so I could see the whole time and when I did get someone on the phone she was always RUDE she would lie about the location of my belongings. They are not to be trusted nor should they be able to take advantage of anyone EVER again. It was the most difficult, stressful and frustrating experience. I have moved across the country before, they are scammers and no exactly what they are doing! National Movers gave an estimate and Cross Country Movers scammed me.

  Business Response

  Date: 01/09/2024

  First off I want to thank you for your buissness. We do apologize that you werent told you went through a broker and it was assigned to us. I reviewed the paperwork and from the original estimate it explained the ammount of mileage it takes for the driver to deliver you from MN to CA. It is a total of **** miles there for it can take up to 21 buisness days for delivery.  ESTIMATED PICK UP AND DELIVERY SCHEDULE: All pickup, load and/or delivery dates are only estimates and are not guaranteed. National Moving Services, **** will not be responsible for loss or damages incurred by unavoidable delay. National Moving Services, **** will act on the behalf of the customer in resolving any claims or delay issues with the carrier. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates. IF PICKUP IS REFUSED BY THE CUSTOMER FOR ANY REASON, DEPOSIT IS FORFEITED.  The date indicated as "1st available for delivery" is first date of the delivery window and not the promised delivery date.   All estimated time of arrivals are subject to change depending on many factors such as traffic, weather conditions, unforeseen mechanical problems or unexpected delays.   See the table below for an estimated delivery window: ***** Miles 1 - 8 Days 501 - 1500 Miles **** Days 1501 - 2000 Miles 7 - 17 Days 2001 - 2500 Miles 8 - 21 Days 2501 - 3200 Miles 9 - 21 Days. As per the increases in the move we went to take 30 pieces and we took a total of 110 pieces. We do apologize for any inconviniences we have caused you.

   

• Initial Complaint

  Date:01/11/2023

  Type:Product 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.

  Cross Country movers moved my *** from *********, ** to *********, ** 08/08/22.When the *** arrived a few items were damaged. The driver told me to take a picture of all items and send an email to the company (*******************************)I sent two emails and made phone calls and nobody wants to help me with the claim process

• Initial Complaint

  Date:10/19/2022

  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.

  Cross country was subcontracted out by Legacy moving group to handle a move from ******, ** to *************, CA. The contracted terms state delivery would be within **** days of pick up. It has been almost 2 months and the items have not arrived. The only way I was able to start to receive communication on status and get the items into transit was to remove payment. Before that it was weeks before there was any responses to inquiries about status. They are now saying they will accept, with negotiation, bank checks but are also threatening to cancel the delivery and auction off the items if I do not pay within their time frame which does not match the negotiated terms. When I inquired about recourse for the extreme delay in delivery they offered approximately $20 since again they altered the wording of the contract to allow themselves an extra 30 days. I accept the terms that were originally signed regarding payment. I do no accept the extreme delays, excessively rude behavior (of which they are stating they are merely responding to me but I only escalated once I was threatened and lectured by their customer service) and they are not working in good faith. I am willing to pay for the service I received at the completion, but the current payment standards and terms are not acceptable considering the experience.

• Initial Complaint

  Date:10/13/2022

  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.

  Agreed on price with Cross Country Movers (daughter is *************/ customer) to move from *********, **** to **************, *******. (Eagle Movers is the broker) CCM arrived a day late for pickup. **** had was all packed up and had no bed to sleep on or access to her belongings while she waited for CCM to arrive. Upon arrival, CCM added extra $600 in charges due to stairs (there are none) and extra walking distance- they knew she lives on 20th floor.10- 14 days delivery promised. It is 3 WEEKS AND STILL NO DELIVERY. ***************** NO HELP. NO CALL BACKS. RUDE. REFUSED ASSISTANCE. I was told flat out- "too bad for your daughter not having her ************************ ****, my daughter has been sleeping on the floor for 3 weeks now and has none of her things. UNACCEPTABLE.