Complaints

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

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  Moving of America

  395 Broad Ave Ridgefield, NJ 07657-2333

  
• 

  Moving of America

  1000 Main Ave Clifton, NJ 07011-2382

• 

  Moving of America

  830 Morris Tpke Short Hills, NJ 07078-2625

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  Moving of America

  185 Van Winkle Ave Hawthorne, NJ 07506-2151

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:08/22/2024

  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.

  move from *******, ** 1st stop in **********, ** final stop ********************, **. 4/12/24 Damaged furniture, Missed delivered items, left behind items, wanting more money to move 6 lamps that were already included in the contract (lamps were left behind because I refused to pay additional money to move the lamps (paid for in the contract)

  

  Business Response

  Date: 09/04/2024

  Thank you for reaching out regarding the issues experienced by the client during their move on April 12, 2024, from one pick-up location and two delivery locations. We appreciate the opportunity to clarify our position and address the concerns raised.

  
  Scope of Move and Additional Items:
  Prior to the move, on April 9, 2024, we confirmed the details of the move with the client, including the scope and destination locations. The client verified that the details were correct. The initial agreement covered moving items to two separate destinations. However, upon arrival on April 12, it became evident that additional items were present that were not included in the original estimate. Furthermore, these items were not organized by their final destination, which complicated the process.
  The client left the move in the beginning and left their mother, who was present during the move, was informed that moving additional lamps beyond the original estimate would incur extra fees due to the additional material and labor involved. They chose not to incur these extra charges and requested that the lamps be left behind. We complied with this request but did offer to move the lamps that were included in the estimate.

  
  Delivery and Miscommunication:
  During the loading process, there were several requests for clarification on the delivery location of items. Due to the lack of organization and clear instructions, a tabletop was delivered to an incorrect location. Additionally, a dresser was kept wrapped in moving blankets due to space constraints at the destination. We provided these blankets at no additional charge as a goodwill gesture.

  
  Damage and Resolution:
  At the time of delivery, no damages were reported. However, on April 30, 2024, the client reported damages to a dresser and issues with the delivery of items, including the lamps. We attempted to resolve these concerns through reimbursement, repair, or redelivery of misdelivered items.
  On May 17, 2024, an agreement was reached with the client regarding a goodwill reimbursement. This reimbursement was authorized and processed on May 20, 2024. After receiving the reimbursement approval, the client requested both additional reimbursement and repair. We clarified that the agreement was solely for reimbursement, which had already been fulfilled. The reimbursement amount provided exceeded the valuation of the damages claimed.
  We regret any inconvenience caused during this move and remain committed to improving our services to prevent similar issues in the future. If further information is required or additional assistance is needed, please feel free to reach out.
  
  Best,
  Moving of America

  Customer Answer

  Date: 09/07/2024

  
  Complaint: 22180421
  
  I am rejecting this response because: the information provided by the company is not correct, they are confused, they don't even know who their client is, it is the mother. they never made any goodwill jester of any kind, and no ***airs have been made, and no refund of any kind has been made. The client agreed to let the damage of the 2 glass tables go, and the items left behind (this does not include the lamps) they agreed to fix the dresser that was left in the moving blanket, once the moving blanket was opened 2 of the 4 legs were broken off, the moving blanket was holding it together. That was the reason the dresser was not set up, they stated it was because of not enough room, however I walked it down and had plenty of room, if I could do it by myself, there is no reason 3 professional moving men couldn't do it, except to cover up the legs that were broken off . The plan that was agreed on was the silver plan which did not include lamps, however the sales person included them. that is why the ******* said it would cost more he did not look at the agreement. The ******* told us he would ask for a refund, however according to the sales person, when i called to check the status I was told he did not ask for a refund he only asked if the lamps were included.  The 6 items that went to the first stop were verified 5 times including at the time of the move during the walk through, they also had big hot pink stickies on them with the town of the first stop. I had many phone calls with the company, they agreed to fix the dresser. I had ask for a reimbursement for all the other mistakes, the person from the claims department said they would check with management and get back to me. I am still waiting for the phone call back and to be advised when the dresser will be fixed. I initially spoke with the sales *** regarding all of the issues, I was upset because the ******* make so many mistakes and was trying to blame the client instead of taking responsibility. He reassured me they were aware of the problems with the ******* and that he was no longer a ******* with the company. The company never offered anything, we had to fight for everything and we are still waiting, again no refund of any kind was made at any time. 

  
  
  
  
  Regards,
  
  **** ********

  

  Business Response

  Date: 09/27/2024

  Thank you for providing additional information regarding your move with us. We sincerely apologize for any inconvenience and frustration you have experienced. Your feedback is crucial in helping us improve our services and address any issues that arise.

  We apologize for the misdelivery of items and any inconvenience caused by this error. We understand the importance of accurate delivery, and we will take steps to ensure that such mistakes do not happen in the future.

  We are sorry to hear that you feel no goodwill gesture or reimbursement has been provided. We understand that our offer may not have accurately reflected your experience. As previously discussed between yourself and our representatives, we are pleased to offer a goodwill settlement in the amount of $305.00. This amount encompasses all terms and agreements regarding any open claimed damages or frustrations. 

  We hope to come to a resolution. 

  Best Regards, 

  Moving of America

  

  Business Response

  Date: 09/27/2024

  Thank you for providing additional information regarding your move with us. We sincerely apologize for any inconvenience and frustration you have experienced. Your feedback is crucial in helping us improve our services and address any issues that arise.

  We apologize for the misdelivery of items and any inconvenience caused by this error. We understand the importance of accurate delivery, and we will take steps to ensure that such mistakes do not happen in the future.

  We are sorry to hear that you feel no goodwill gesture or reimbursement has been provided. We understand that our offer may not have accurately reflected your experience. As previously discussed between yourself and our representatives, we are pleased to offer a goodwill settlement in the amount of $305.00. This amount encompasses all terms and agreements regarding any open claimed damages or frustrations. 

  We hope to come to a resolution. 

  Best Regards, 

  Moving of America

  

  Business Response

  Date: 11/13/2024

  Thank you for your continued patience and for providing additional clarification regarding your experience. We sincerely apologize for the challenges and misunderstandings you encountered during your recent move with us. Your feedback is invaluable as we work toward resolving your concerns and preventing similar situations for future customers.

  To address the primary issue, we are committed to fulfilling our good-will to repair the damaged dresser. We would like to offer to pick up the dresser and complete the repair along with delivering it when finalized. Please email us at ************************************* to schedule the repair service. 

  If certain items were left behind during your move, this was done at the direction of the person on-site at the time. As you were only present at the beginning of the move, our team proceeded under the guidance of the individual overseeing the final stages of the loading process. We want to assure you that our movers would not leave any item behind without explicit instruction from the person present on your behalf.

  We recognize this experience as an opportunity to improve our communication practices, and we have since revised our procedures to prevent similar situations in the future. Moving forward, we will implement additional checks to confirm item handling details at each step of the process.

  Please let us know a time that would work best for us to pick up the dresser and begin the repair process. We aim to resolve this matter to your satisfaction and appreciate the opportunity to make things right.

  Thank you again for your patience, and please do not hesitate to reach out with any questions.

  Best Regards,
  Moving of America

  Customer Answer

  Date: 11/19/2024

  
  Complaint: 22180421
  
  I am rejecting this response because: I will accept the repairs to the dresser and will email the company as requested. However I am still requesting a partial refund for all the other issues, as I have done from day 1.  ************ offered $305, I would accept that AND the dresser fixed as a resolution to this complaint. Other issues include 2 glass tables that were damaged, the wall that was damaged, items left behind, miss deliver of 1 item, and the 6 lamps that ******** refused to take unless he was paid additional money for packaging. Since the packaging was included in the estimate / final bill paying again for the same thing was not an option, as a result the lamps were left behind. I can assure there were no explicit instructions to leave anything behind. This has been going on for 7 months everything has been documented including pictures and/or put in writing numerous times. the issue with the lamps were addressed within hours of the start of the move. When ******** got to the house we went through everything, the items going to the first stop were labeled with big neon stickies and the estimate included all the items, there were no additional direction needed or given. He simply made mistakes. You would think if you are responding to a complaint you would get yourself up to speed on the situation, from your response this time and the last you obviously have not. 

  Regards,
  

  
  **** ********

  

  Business Response

  Date: 11/20/2024

   

  Thank you for sharing additional details about your experience. We sincerely apologize for the challenges and misunderstandings you faced during your recent move. Your feedback is invaluable in helping us address your concerns and improve our processes to prevent similar issues in the future.

  As previously agreed upon, the goodwill offer of $305.00 was intended to address the entire claim related to your move. This included the lamps, any miscommunication regarding deliveries, and any additional items you claimed were damaged. It is important to note that no additional charges were paid for packing. Your move included the Silver Package, along with a promotion for free packing of six lamps.

  As previously stated, the decision not to move the lamps was made onsite by the individual present at the time. Additionally, several items had pre-existing conditions, which you acknowledged. While your primary concern appears to be the repair of the dresser, we have made multiple efforts to resolve this matter, offering solutions such as reimbursement based on the valuation of $1.00 per pound per item, additional goodwill compensation, and repair of the damaged furniture. Unfortunately, each of these proposals has been declined.

  We remain committed to providing the highest level of customer satisfaction, though we understand it may not always be possible to meet everyones expectations. In a continued effort to resolve this matter amicably, we are offering to increase the goodwill reimbursement to $402.00. Please let us know if you would like to proceed with scheduling the pickup and repair of the dresser or accept the goodwill reimbursement offer. We look forward to your response.

  Best Regards,
  Moving of America

  Customer Answer

  Date: 11/29/2024

  
  Complaint: 22180421
  
  I am rejecting this response because: please stop with the gas lighting. Every time you respond you come up with another fictitious story. There was never a conversation of "pre exiting conditions" again within days of the move your company was provided with photos of the damage and items left behind, within hours your company was aware of the lamps being left due to your ******* stating he could not take them without charging for packaging. (not an option they were clearly on the estimate and included in the total cost) and within hours your company was aware of miss delivery. These are the documented facts, check your records. Any moving company would have immediately fixed all of the damaged items, not yours you refused to, so it was agreed you would fix the one dresser. However its been over 7 months and you still have not do so, I emailed you with the information and still did not get a response. Any other moving company would have provided compensation for the lamps, miss delivery, and other items left behind, not yours. I have researched the cost of fixing the dresser and the 2 glass tables. the dresser would cost about $500, the glass tables would cost $100 - $300 each. there was NO MISCOMMUNICATION. The issue was you had a ******* that was not qualified to do  the job, he never looked at the sheet, if he did he would not have asked for more money for the lamps he would have made sure the 6 items (with the big neon pick stickies) were loaded last, and he would have done a walk through to make sure nothing was left behind. Instead of taking responsibility for your company's mistakes you expected your customers to be the *******. Within days of the move **** told me your company was aware of he issues with ******** and that he was no longer a ******* with the company. You or your company have no intention to provide customer satisfaction, from day one you acknowledge the issues however, you refuse to take responsibility and fix the issues. (offering money that would not cover the cost to fix anything is not acceptable or taking responsibility. If you don't want to provide financial compensation don't, that shows the integrity of your company. However the dresser MUST be fixed. Are you trying to force me to say how your company resolved this is acceptable in order for you to fix  the dresser? I will not, what your company has done is despicable.     
  
  
  
  Regards,
  
  **** ********

  

  Business Response

  Date: 12/06/2024

  As previously mentioned, we have offered to repair, compensate and provide goodwill reimbursement. You are not satisfied with any of the options unless it is all the options. You did not purchase full value insurance, nor did you choose or pay a deductible for your items to receive full value insurance. 

  Based on your local move having a valuation of $1.00 per lb per item. We have provided higher than required level of reimbursement. We have tried and will continue to try to make it right, but we cannot provide full value insurance for a move that did not purchase it. 

  We know you are an educated person, so we are sure you understand the above. Please let us know if you would like for us to schedule a repair of the dresser or if you would like to receive a good-will reimbursement. 

  Hope you enjoy your holidays! 

  Moving of America

  Customer Answer

  Date: 12/11/2024

  
  Complaint: 22180421
  
  I am rejecting this response because: we have 2 issues that needs to be addressed.

  yes I am an educated person, and I'm very intelligent as well. Lets be clear we have 2 separate issues. #1. is 3 damaged pieces of furniture. Your company is willing to resolve it by fixing the dresser, which is the priority and needs to be done, the $1.00 per lb per item is not acceptable in lieu of repair.  #2. is a separate issue that has nothing to do with damage, insurance, or $1.00 per lb per item. It is the mistakes your ******* made resulting in your company being paid for the move of several items that your company did not move, the items had to be moved by us. This issue your company refuses to take responsibility for, correct? Again don't get confused we have 2 separate issues.  I strongly suggest you lookup goodwill gesture, you have used it several times and it is not applicable. Your company from the beginning has done everything to avoid accountability. Example all the gaslighting, the fictitious stories, and pretending there is only 1 issue.   
  
  
  
  Regards,
  
  **** ********

• Initial Complaint

  Date:07/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 of America moved us in on June 28th. While I was distracted, a worker took a shoebox from the top of the dresser. I didn't realize it until later after they left. I contains a passport, about $1500 in cash, and old coins and personal memorabilia.

  

  Business Response

  Date: 07/24/2023

  Customer reached out to ********************** on 7/24/23 at 9:02 AM est. to notify us that the missing items and box in question was found by the customer, in their home.

  The customer apologized to our representative, which was not needed, we are just happy there is no issues with the move.
  
  The customer notified ********************** that they would mark the complaint as resolved.

  Customer Answer

  Date: 07/25/2023

  I wish to withdraw my complaint against Moving of America. The problem was cleared up and was a misunderstanding on my part. I am satisfied with the results. Thank you, *********************;
  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************