Complaints

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

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  Moving Services SP LLC

  1405 Arville St Ste 101 Las Vegas, NV 89102-0539

• 

  Moving Services SP LLC

  3950 W Harmon Ave Las Vegas, NV 89103-5507

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:03/17/2025

  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.

  Im filing this dispute on behalf of my mother, who was the one to originally reach out and request services from this company. I have since taken over helping for my mom due to her having difficulties organizing and executing action. She bought a house in ****** and needed assistance moving items from ***** to ****** and put a deposit of $2500 down sometime in the first half of 2024. I dont know the exact date or amount of the deposit because neither a receipt or contract was given or signed. My mother was unfortunately unable to maintain the house in ******, and so didnt need the services of this company anymore because we put it up for sale. The company did not give her a refund. When the house in ****** sold in March of 2025, I adopted responsibility for a lot of what needed to be done, which included moving some of the house items and furniture from ****** down to **********. Because we already had a deposit down with this company, I reached out to them for assistance. I spoke with the broker of the company who confirmed a Saturday/Sunday pick up from ****** and delivery to ********** and an estimate of $400 including tax would be due for the move. I asked multiple times for receipts and contracts and did not receive them, and suddenly the broker stopped responding to me. I began talking with another employee of the company, who told me that Saturday was unavailable and it either had to be Friday or Sunday (we talked on Thursday, a day or two before the move was supposed to happen). Saturday was unavailable because the broker didnt actually schedule it. The other employee also quoted me an estimate of $6000 for the move, which was more than twice what we were quoted before. When confronted with these issues and complaints and lack of contract until the day before the move, the employee hung up on me and my family and refused to consent to a refund and we got zero of their services. To this day, I dont have any receipts or contracts.

  Business Response

  Date: 03/17/2025

  We appreciate the opportunity to respond to this complaint and clarify the details surrounding the booking with Ms. ***** *********. Our company strives to maintain transparent policies and professional service, and we regret any miscommunication that may have occurred.

  Ms. ********* booked moving services with our company on October 14, 2024, for a move from ****** to ** at the end of November 2024. To secure her reservation, she placed a $1,500 deposit via personal check and electronically signed the moving estimate, which included our cancellation and refund policy. According to the signed agreement,the deposit is non-refundable if cancellation occurs more than 72 hours after booking because scheduling and coordination services begin at that point. If a customer cancels after this period, the deposit is placed in escrow for ********************************************************************************** friend.

  On 10/21/2024 our bank notified us that the customers check had bounced. We did not collect a new deposit until 10/23/2024 in which the customer paid $1,000 via credit card. On 11/26/2024 dispatch attempted to confirm the customers pickup, but her phone was disconnected. We tried calling again multiple times from 11/26/2024to 11/29/2024 with no luck and emails went unanswered, therefore the deposit funds were put into escrow. We did not hear from the customer until February of 2025.
  
  Ms. McGarritys daughter contacted us in February 2025 regarding a new move from ****** to ***** and inquired about using the escrowed deposit for this service. During this process she initially received a preliminary estimate based on a general discussion about the move. However, estimates are subject to confirmation based on actual inventory, distance, and required services. Upon finalizing details, the updated and official estimate was $6,000,reflecting the increased volume and services required. We regret any misunderstanding regarding the pickup schedule, but a Saturday pickup was never confirmed in writing. The move date availability was discussed, and alternative days (Friday or Sunday) were offered. Ultimately, Ms. ********* chose to cancel her move on 02/27/2025, which we understand was due to changes in her housing situation.However, since the cancellation occurred outside of the 72-hour refundable window, her $1,000 deposit was not eligible for a refund, per the agreement.Instead, the deposit was placed in escrow (again) for future use within 12 months, as outlined in the signed contract.
  
  Additionally, we take customer service seriously and apologize if any of our representatives were perceived as unprofessional. Regarding the request for documentation, all receipts and contracts have been sent to the email address on file. As explained over the phone, the terms of service,including the non-refundable deposit and escrow policy, were clearly outlined in the original agreement signed by Ms. **************** remain willing to honor the escrowed deposit per the agreed terms. Ms. ********* still has until February 27, 2026, to use the $1,000 credit toward a future interstate move with our company. If Ms. ********** or a designated family member or friend, wishes to schedule a move within this timeframe, we are happy to assist.
  

  We hope this response clarifies the situation, and we appreciate the BBB's role in facilitating an understanding between all parties.
  

  
  

• Initial Complaint

  Date:09/10/2024

  Type:Delivery 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.

  We contacted move-in services on August 8 to do a move from **************** to *******************. We talked to ***** ********, who promised us that our stuff would be picked up and brought to ******* on a 32 foot truck and that we would receive it within five days of pick up and that the motorcycle would be crated to protect it. The quote was for $4335.67 next I received a **** Lading from ****** on August 15 in the amount of $6288.56 both ***** and ****** pictures of the amount of stuff we had to move as well as location of The stuff. After an on-site evaluation, the driver of the truck came up with charges of $8733.53, which was told to me by ***** from moving services at that time is when I was told that it would be 7 to 17 days before, our stuff made it to *******. At 3:15 in the morning ***** called me and told me that they wanted to increase it to ****** Due to the on-site evaluation being wrong after I told her how I felt and argued the point and told her I Felt that this was unacceptable since ***** and ****** had received pictures knowing everything she agreed to leave it at the $8733.57. They never told me that my stuff was never going to be to ******* until ***************************************************************************************************************** where it was going. ***** ****** and ***** stop responding to me once the stuff was picked up in ******** after that they told me I had to deal with Best Choice Moving since they are the one who are now in charge of my stuff , dont recommend this company to anybody or Best Choice movers as well

  Business Response

  Date: 09/10/2024

  Our team takes great care in providing accurate and detailed pricing information to our customers. We regret any confusion or miscommunication that may have led to any confusion. Our goal is always to offer fair and competitive pricing while ensuring clarity and integrity in all our interactions with customers. To review the specifics of this customers move, before the items were picked up the customer provided us with an inventory of 16 items, 118 pieces which we estimated to use 652cf of space on the ******** is explained at the time of booking that the quote is an estimate based on the space the items take up on the truck, however at pickup if there are additional items, additional volume required, or additional services needed to complete the move then the total price would be adjusted. This is also stated on the booking contract this customer signed. During the quality assurance call prior to the items being picked up the customer added additional cubic footage totaling 877cf to accommodate all the items. When the carrier arrived for this customer's pickup, they had additional items totaling 189 pieces, which caused an increase in the amount of space from what they had initially reserved. This customer added special packing at pickup for their fragile items and had multiple oversized items which added additional space that was required to accommodate these larger than standard size items.  The customer signed their carriers Bill of Lading with the increased amount of cubic footage,additional services and related pricing. This customers items were picked up on 08/15/2024 in ***************, ** and delivered to ***********, ** on 08/31/2024 by Best Choice Moving and Storage. This customer had standard delivery service which is an estimated 7-14 business days for delivery however all long-distance interstate carriers are provided with 30 business days from a customers first available delivery date to deliver the items. All our calls are recorded and have been reviewed and our sales *** never said that delivery would take 5 days for delivery from ** to **. Even if the customer paid for an expedited straight delivery on a dedicated truck it would still take about a week to get to FL for delivery. The customer was delivered by Best Choice ********************** and Storage, their carrier well within the contracted dates for delivery. I would ask that the customer refer to section E Notice of Agreed Pickup and Delivery Periods. The reason why we had told the customer that they would need to speak with their carrier, Best Choice after the items were picked up is because their carrier is the company who performed their pickup and delivery and who physically handled their items. We have all the customers information from prior to pickup but from pickup and after everything is through their carrier. We expressed that we could reach out to the carrier on their behalf, and we did so on many occasions. We were hired as their moving coordinator/booking agent/scheduling and support team, not to handle or otherwise participate in the move as laborers or carrier, in acting as a shipper/logistics and scheduling agent only. This is stated in bold all caps print on the customers contract. We have had a working relationship with Best Choice Moving and Storage for many years and they are one of the best carriers that we utilize for our customers. 

  Business Response

  Date: 09/10/2024

  Our team takes great care in providing accurate and detailed pricing information to our customers. We regret any confusion or miscommunication that may have led to any confusion. Our goal is always to offer fair and competitive pricing while ensuring clarity and integrity in all our interactions with customers. To review the specifics of this customers move, before the items were picked up the customer provided us with an inventory of 16 items, 118 pieces which we estimated to use 652cf of space on the ******** is explained at the time of booking that the quote is an estimate based on the space the items take up on the truck, however at pickup if there are additional items, additional volume required, or additional services needed to complete the move then the total price would be adjusted. This is also stated on the booking contract this customer signed. During the quality assurance call prior to the items being picked up the customer added additional cubic footage totaling 877cf to accommodate all the items. When the carrier arrived for this customer's pickup, they had additional items totaling 188 pieces, which caused an increase in the amount of space from what they had initially reserved. This customer added special packing at pickup for their fragile items and had multiple oversized items which added additional space that was required to accommodate these larger than standard size items.  The customer signed their carriers Bill of Lading with the increased amount of cubic footage,additional services and related pricing. This customers items were picked up on 08/15/2024 in ***************, ** and delivered to ***********, ** on 08/31/2024 by Best Choice Moving and Storage. This customer had standard delivery service which is an estimated 7-14 business days for delivery however all long-distance interstate carriers are provided with 30 business days from a customers first available delivery date to deliver the items. All our calls are recorded and have been reviewed and our sales *** never said that delivery would take 5 days for delivery from ** to **. Even if the customer paid for an expedited straight delivery on a dedicated truck it would still take about a week to get to FL for delivery. The customer was delivered by Best Choice ********************** and Storage, their carrier well within the contracted dates for delivery. I would ask that the customer refer to section E Notice of Agreed Pickup and Delivery Periods. The reason why we had told the customer that they would need to speak with their carrier, Best Choice after the items were picked up is because their carrier is the company who performed their pickup and delivery and who physically handled their items. We have all the customers information from prior to pickup but from pickup and after everything is through their carrier. We expressed that we could reach out to the carrier on their behalf, and we did so on many occasions. We were hired as their moving coordinator/booking agent/scheduling and support team, not to handle or otherwise participate in the move as laborers or carrier, in acting as a shipper/logistics and scheduling agent only. This is stated in bold all caps print on the customers contract. We have had a working relationship with Best Choice Moving and Storage for many years and they are one of the best carriers that we utilize for our customers. 

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22265474
  
  I am rejecting this response because: according to your response calls are recorded,  we were never notified that calls are recorded. i sent pictures to ***** and ***** via cell phone since that's how they contacted me after initial call. They called and texted me from the following cell # **************** **********- ****** ************ *****. 2nd the first available date of delivery was left blank on all contracts. ***** made promises to get the contract and then what actually happened was totally different. Once we got the onsite inspection at pick up with the new cost. I was going to cancel and was told if i cancel i would be out the $1150.00. it should be against the law for a company to give a price without on site inspection. No matter how many complaints made by numerous people the outcome is the same . the company is never held accountable nor is the employee. 
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 09/25/2024

  The **** is not on our booking contract. It would be filled out with the carrier's documents come pickup on their Bill of Lading.Furthermore, we are located in **, so we would not be going out to a customers location in ** to do an in-house inspection. If a customer is located locally that would be an option, but ** is too far to travel. Furthermore,this customer waived the physical and virtual survey as stated on the contract signed on 08/08/2024. There is always the option to do a Zoom, Skype or Facetime at the time of booking. Lastly, the contract states only the items listed above (in the inventory) are included in this quote. Quote is based on the space that items utilize on the truck. Any additional items, volume, or services will result in additional charge. Therefore, when the carrier arrives to pick up the items the quote is adjusted up or down depending on the amount of space needed on the truck to accommodate the items. Its very similar to going to the grocery store. The more items put on the belt at the register, the more the price will increase and vice versa. 

• Initial Complaint

  Date:08/13/2024

  Type:Delivery 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.

  We booked a move with Royal moving and Storage 6-24-24 and they picked up our items on 7-7-24. The move to ****** was $2244.36 paid in 3 increments. They picked up our shipment on 7-7 in an unmarked grey box truck. the first available delivery day was 7-9-24 and we were told it could probably be delivered that week. The delivery never came that week so I called and was told that our order was split in 2 and only 1 half was available for delivery (we did not consent to this nor were we notified) they said they were keeping the delivery until the 2nd half was ready which would have been another 2 weeks at least, i demanded to have the first half delivered. When it arrived I discovered that items were now broke. and damaged. The second half of the delivery was being loaded into the truck on 7-22 and 7-23 but they wouldnt tell me when it would be delivered. It finally came on 7-29 only for us to discover items of high value were missing and more items were damaged. I have called the company and our *** almost 100 times in the past month, the *** wont answer my calls anymore, after he promised to call me back multiple times, the customer service is so disrespectful and rude and careless and thats the only other number to call. She always will tell me people will call me back regarding my issues and no one does. Im at my wits end, I cry almost daily because of the stress and frustration of dealing with people who do not care and dont want to fix the problems. I keep being told emails are being sent to me so I can see if we are missing things (which i know we are) and they are not coming through to me or my partner. I do not know what to do!!!

  Business Response

  Date: 08/14/2024

  This customer's items were picked up and delivered well within the contracted time for delivery. We have spoken to this customers family member who calls our office multiple times a day. The individual, ***********************, who posted this complaint is not listed on the contract or anywhere on the reservation. We kindly speak to this lady since we believe it may be the customers spouse. The customer has reached out to us but never to complain or harass us. The customer has been provided with the claim information to file a claim for any items that are missing and/or damaged during their move. They have also been provided with an email address to send us a list of missing items so that we can conduct a search. We have sent this customer the invite to their inventory multiple times to several email addresses and have emailed their inventory as a PDF document. As of today, 8/14/2024, this customer has not sent us a list of the missing items and they have not started a claim. Our logistics manager and dispatch manager have spoken to *********************** and others who are calling on behalf of this customer. Since *********************** has been belligerent to our customer service team it has been suggested that any further communication regarding this reservation be through email only. 

• Initial Complaint

  Date:04/15/2024

  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.

  We were contacted by *************************** who failed to mention he was a broker but an actual employee of a moving company. Badgered us into signing a contract of 1400 dollars for a potential move in September Failed to reimburse us.

  Business Response

  Date: 05/01/2024

  
  We thank ******************* for bringing this matter to our attention. We sincerely apologize for the distressing experience that ******************* and his father endured. We take all complaints seriously and strive to address them promptly and fairly. It is troubling to hear about ******************************* aggressive approach and lack of clarity during *********************** interactions with him. Clear communication and transparency are paramount in our business, and we apologize for the confusion and frustration this may have caused ************** and his father.
  
  We understand that the timing of his move was complex, including his lease expiration, the availability of the new residence, and potential employment considerations. We understand the gravity of the situation and the financial commitment that ************** made by putting down a $1400 deposit to reserve his move in September 2023. 
  
  However, ******************* was not honest in his communication to resolve his complaint with us. He called our office imitating a DOT Official in an unsuccessful attempt to retrieve a refund. Our refund policy, in the customer's Bill of Lading, states that a customer can receive a refund 72 hours from the time of booking. ******************* canceled his booking on the day of his scheduled pickup after ****** was confirmed and agreed upon. Per the notes on his account regarding correspondence on 9/22/2023 at 1:26 pm PST, ***** called the office to check for an estimated pickup time and was transferred to his carrier, A&L Moving. ******************* then called the office again at 1:54 pm PST, spoke with his **** ****** and agreed with the scheduled pickup time between 1-3 pm PST. At approximately 3:05 pm PST, we received a call from the carrier, A&L Moving, that ******************* had canceled his pickup. ******************* was outside his cancellation window for a refund of his deposit. We understand the frustration and disappointment this must have caused, considering the deposit ************** made. ******************* is requesting for his deposit of $1400 to be refunded, which includes his binding estimate fees, taxes, and fuel surcharges (when the driver did indeed arrive at ****************** home for pickup), to be refunded which we don't agree to based on his decision to decline the contract and not cancel in the appropriate amount of time as stated in his binding estimate.
  
  
  

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21574494
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  i never called and imitated a DOT officer, that was a lie. I need proof of when I called while imitating a DOT officer. I was also never sent any information regarding the cancellation policy, just the original quote. 

  Business Response

  Date: 05/02/2024

  Hello, **************. Thank you for your response. Regarding our cancellation policy, it is specifically stated in your Binding Moving Estimate that you electronically signed on 08/04/2023 at 5:30 pm ET. I have attached a copy for your review. Scroll down the document where it says, "Understanding Your Estimate", and you will see the cancellation policy there. Our policy also states, "If pickup is refused by customer for any reason, the deposit is forfeited."

  Customer Answer

  Date: 05/04/2024

   
  Complaint: 21574494
  
  I am rejecting this response because; We signed under false pretense. As stated before ***** never said he was a broker, never mentioned the list of moving companies that would potentially come to our place, never kept in contact with us once putting down 1400 dollar deposit, was not truthful on the exact procedures in moving our belongings and furthermore had we known the name of the actual moving company not Moving Services itself and had it been explained to us that our furniture would be going to a warehouse before being transferred onto a bigger truck to be driven out to ****** we may have still agreed to continue with these services.
     We were thrown off guard by some random person from a different moving company who barely spoke English stating he was on his way the day before added to another person calling the day of the actual pickup stating he was 4 hours out which prompted us to decline their services as we had no idea who they were because ***** never told us this. 
      ***** made it sound like he was the mover and driver himself and we were under the impression he was coming with his son and another guy. He also spoke way to fast and wasnt completely honest about the nature of the ,ove. 
     We want our money back because we signed under false pretense 

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

  Business Response

  Date: 05/08/2024

  Hello Mr. *****. Again, we understand your frustration and disappointment; however, your decision to decline the contract and not cancel in the appropriate amount of time as stated in your binding estimate puts you outside the cancellation window for a refund.

• Initial Complaint

  Date:11/21/2023

  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.

  *** of Moving Services SLLC sent me a moving quote. My list of everything I needed moved was very detailed. After reviewing his preliminary estimate, I pointed out several missing and inaccurate items. In order to rework the quote and provide me with an accurate estimate, he said he would transfer me to Chase. After giving ***** the same list, he gave me a quote of $5533.50. There were inaccurate and missing items, my arrival date was not indicated, and my pick-up dates were off. I would have to cancel is the pricing and move date could not be met, I said in a lengthy message that I sent to him on my iPhone. I asked for a written response from him. So he gave me a call instead. Once more, reassure me that they are not a broker, that we will have a truck of our own, and that he is confident they can meet our dates. He also said he won't have any confirmations for me until the following Monday after 3 or 4 pm because no one is there on the weekends. After texting *****, who refused to call me until after my cancellation window, I called and spoke with ******, the office manager, at around 12 p.m. on Monday. ****** said she didn't know why ***** had told me otherwise, but they were brokers. I sent her the detailed list along with an explanation of my concerns and my need to cancel in the event that the pricing could not be agreed upon. She put us in touch with their Quality Manager, who clarified that the quote was erroneous and that they could not possibly deliver my belongings in five days. When I told him what ***** had promised, he said that unless we wanted to pay for expedited service and the additional space, it might take several weeks for delivery. He proposed to reduce the expedite fee from $2500 to just $750. My upper limit is $5533. The office is not returning my deposit because they claim I did not give them written notice within 72 hours, which is untrue. Due to the unethical and predatory nature of this, they are liable for breach of contract.

  Business Response

  Date: 12/06/2023

  This customer's deposit has been refunded. A check in the amount of $1,450.00 has been mailed out to the customer on 12/01/2023.

• Initial Complaint

  Date:11/13/2023

  Type:Delivery 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 moving from ********** to Washington. After a search, a gentleman ********* reached out to me from Moving Services SP. He transferred me to another gentleman Chase in the organization. After a few email conversations between Oct 15th to Oct 17th, I booked them with 50% deposit as well. A key requirement for me was a pickup on Oct 29th between 9 and 12 as I had a trip booked right after (car pickup and hotel stays). I had less than their minimum volume, no dismantling as I had done everything myself. After much deliberation, ***** confirmed that their team will be able to send someone on the morning of Oct 29th. Oct 25th, another gentleman, ****** contacted me to tell me that 29th Oct morning would not be possible without an additional charge. Apparently, he had no idea of what the earlier agent had told me. After a few more texts and emails, he agreed to the timing. I asked for the movers details and ****** told me I would get a call on Saturday Oct 28th confirming when the pickup would be. 28th came and went by - no call. Then 29th came and went by. No call and no pickup. All through I was sending texts and emails to ****** to confirm or send me some note as to when I will be serviced. No response. Their general customer service number was also closed - I left voicemails and nothing was returned. I realized I may have been scammed.On 30th Oct, I get a text from the movers saying they weren't able to reach me the day before (but now they miraculously could) and whether they want me to pick up my stuff today (i.e. 30th Oct). I was on my way in a truck already and it was of no use.Now, it has been 10 business days since my scheduled move with them, which didnt happen. I have sent emails and texts and they are ghosting me and not returning my deposit either.

  Business Response

  Date: 11/13/2023

  The dispatch department attempted to reach this customer on 10/28/2023 to confirm the customer for his pickup the following day however no calls were answered. Dispatch made calls to the customer again the morning of 10/29/2023, however no calls were answered by the customer. Voicemails were left for the customer expressing that he needed to reach out to the dispatch department as soon as possible to avoid rescheduling the pickup of his items. The dispatch department needs verbal confirmation from the customer that he will be available to allow the crew access to the items that are being picked up. Until there is verbal confirmation a truck can not be dispatched out to the location. The carrier reached out to the sales office on 10/30/2023 to let us know that they were unable to reach the customer to confirm their pickup. The carrier did finally reach the customer on 10/30/***** and said that they could not previously send out a truck to pickup the customer's items on 10/29/2023 because they had no verbal confirmation that he would be available when the crew got there. The carrier said that they still had a truck in the area on 10/30/2023, so the items could be picked up that same day, however the customer then said that did not work for him. Per contract the customer signed on 10/17/2023 he was refusing his pickup therefore the deposit is then forfeited.  ***************************** signed his booking contract with us on 10/17/2023 and the contract states, "MOVING SERVICES SP HAS BEEN HIRED AS THEIR MOVING COORDINATOR/BOOKING AGENT/SCHEDULING AND SUPPORT TEAM, NOT TO HANDLE OR OTHERWISE PARTICIPATE IN THE MOVE AS LABORERS OR CARRIER, IN ACTING AS A SHIPPER/LOGISTICS AND SCHEDULING  AGENT ONLY. MOVING SERVICES SP IS NOT RESPONSIBLE FOR ANY ACTS OR OMISSIONS OF THE CARRIER OR ITS EMPLOYEES OR AGENTS. CUSTOMER MUST PURSUE THE CARRIER FOR ALL CLAIMS FOR PROPERTY DAMAGE, PERSONAL INJURY, OR DEATH, INCLUDING, WIT HOUT LIMITATION, ANY CLAIMS FOR DAMAGE TO PROPERTY, STOLEN GOODS, LOST ITEMS, DELAYED PICKUP OR DELIVERY, ACTIONS OF ESTIMATORS, DRIVERS, PACKERS, OR MOVERS. MOVING SERVICES SP WILL ACT ON BEHALF OF THE CUSTOMER IN RESOLVING ANY DELAYS WITH THE CARRIER, CLAIMS, THE CARRIER'S MAXIMUM LIABILITY IS LIMITED TO THE LESSER OF THE FOLLOWING TERMS: (i) THE AMOUNT OF THE ACTUAL LOSS OR DAMAGE, (ii) AN AMOUNT EQUAL TO SIXTY(60) CENTS PER POUND MULTIPLIED BY THE ACTUAL WEIGHT (IN POUNDS) OF THE LOST OR DAMAGED ARTICLE, (iii) THE LUMP SUM DECLARED VALUE." ***************************** agreed to the terms and conditions within his contract. Per signed contract we cannot be held liable for the delay in pickup for *****************************.

  Business Response

  Date: 02/21/2024

  On 10/17/2023 The customer Made a ********************** reservation, They wanted a 2 day pick up window of 10/28 and 10/29. We sent him the contract. The cancellation policy is within the contract The customer signed the contract on 10/17 agreeing to the terms and conditions of our companies contract We then processed the deposit which was applied towards the balance. Per the signed contract that was signed on 10/17 "MOVING SERVICES SP HAS BEEN HIRED AS THIER MOVING COORDINATOR/BOOKING AGENT/SCHEDULING AND SUPPORT TEAM, NOT TO HANDLE OR OTHERWISE PARTICIPATE IN THE MOVE AS LABORERS OR CARRIER, IN ACTING AS A SHIPPER/LOGISTICS AND SCHEDULING AGENT ONLY. MOVING SERVICES SP IS NOT RESPONSABLE FOR ANY ACTS OR OMMISIONS OF THE CARRIER OR ITS EMPLOYED OR AGENT. CUSTOMER MUST PURSUE THE CARRIER FOR ALL CLAIMS OF PROPERTY DAMAGE, PERSONAL INJURY OR DEATH INCLUDING WITHOUT LIMITATION ANY CLAIMS FOR DAMAGE TO PROPERTY, STOLEN GOODS, LOST ITEMS, DELAYED PICK UP OR DELIVERY, ACTIONS OF ESTIMATORS, DRIVERS , PACKERS, OR MOVERS.

   

  Dispatchers attempted to contact the customer on 10/28 to confirm him for pick up the following morning but all calls where sent to voicemail and emails went unanswered. It was explained at the time of booking that the customer  needs to be available for the entire duration of their pick up window and to expect a call from the dispatch department a day before to confirm the customer pick up and provide a timeframe that the crew will be arriving the following day. The Carrier cannot dispatch the truck to the customer pick up location without verbal confirmation that they will be available to allow the crew access to the items due to be picked up. since the carrier could not get a hold of the customer at any time the day of 10/28 of the morning of 10/29 they where unable to send a crew to his location.

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 20855547
  
  I am rejecting this response because:

  I spoke to ****** and ***** from their organization. Both were informed ahead of time in terms of the contractual timelines that I only needed the pickup on Sunday between 9-12 as I had followup appointments to keep.
  
  In the text messages with *****, he is specifically confirming that he spoke to the dispatchers and that they confirmed my timing can be met. I asked ***** about the dates in the contract and he told me to ignore those as he has already informed dispatch about my case.
  
  Later, ****** gave me news that I had to pay an additional $250 if I wanted a timeline reserved. I asked him to speak to *****. And some followup, ****** confirmed that they can come on Sunday from 9 to 12. Only after this, I continued to text him for further details. Again, this is present in the chat history I provided.
  
  I was informed by the company's agents that my timeline would be met and that I can ignore the contract terms as I had already spoke to them about this. If they couldn't they only had to say 'no'. But they purposely misled me and have been giving me stress for 4+ months now.
  
  In addition, the company has not provided any proof that they made any calls to me on Saturday or Sunday. I find it extremely surprising and suspicious that my phone worked fine until they took my money but suddenly stopped working over the weekend, just when I need to be informed. 
  
  I also provided copy of multiple emails of trying to reach the company through email and text on Saturday and Sunday. In spite of their customer contact centre claiming that they work half day on Sunday, no one got back to me about my queries. I also have proof from the dispatcher to reached out to me too late on Monday saying that in such circumstances my money would be returned since no services were rendered.
  
  I still have not seen any documentation from the organization's phone company that they made any calls to me. Therefore, I am inclined to believe that they are lying about their actions.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/01/2024

  Unfortunately, it would not be beneficial to continue going back and forth since we would be repeating our previous responses. I have done my best to meet your needs and you are still unsatisfied with the outcome at this point there is nothing else I can do. We have resolved this matter from our end I ask that you understand that we have tried countless times to reason with you. We wish you the best.

• Initial Complaint

  Date:12/01/2022

  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.

  My husband and I hired a moving company to move our stuff from ********* to *******. Pick up date was Nov 16th arrival was 7 to 10 days which put us just after Thanksgiving. The total cost was ****~ and have paid over **** already. Our job # is SP4441825. I have had no updates about where our stuff is. No one is calling me back and yesterday I found out our stuff has been unloaded and put in a warehouse somewhere in vegas waiting for a different truck to pick it up. This was not explained to me in the original call. I spoke with a very rude receptionist at royal moving yesterday claiming I had never called them before. Then she promised me she would have ****, who I worked with for pick up and payment, call me back and I'm still waiting. The reviews about them online are terrible and it's my fault for not reading them. In response to reviews the ***** says well thats what kind of people we hire. Sorry your stuff got stolen or damaged. This is unacceptable and has been doing it to people for too long. I still do not have an update and no one will answer my calls, texts, or emails. Please help me!

  Business Response

  Date: 12/01/2022

  This customer is either not being truthful or has been calling and emailing to the incorrect number(s) and address. We have not received any emails or voicemail messages from this customer and our office phones are unable to accept text messages. We spoke with ******************************* yesterday, 11/30/2022, who is also on the contract with *******************************. We also spoke with *************************** yesterday when she called in to customer service. She states on the comments here as well as on the phone yesterday that she has been repeatedly trying to get ahold of us by text, email and phone, however the calls from ***** and ****** yesterday was the first call we got in from the customer since 11/14/2022. We had pulled the call logs while on the phone with ******************. Please see attached copy of our internal customer service call log for ********************** contact number. We explained to both customer's that the dispatch department is still currently working on the schedule for their delivery to ** and we will call them with an update as soon as scheduling is complete. We also explained to the customer that her items did not fill an entire truck and the other customer's who were on the same truck from her pickup are not all going to ** as a final destination. Therefore, after pickup the truck came to our facility in ********** ** to unload and items be stored in our warehouse until being loaded on another truck with other customers going to **. This customer also did not have expedited delivery service added to their booking. With standard delivery service a typical timeframe for moves from ** to ** is estimated to be **** days. That is just an estimated timeframe and not guaranteed as there are many factors that go into delivery and factors on the road that are out of our control. We explained that scheduling should be complete soon as we have many routes going to **. ****************** was cussing and hostile with our customer service rep who was just attempting to provide information. ****, one of our customer service rep's spoke with ******************************* yesterday and another customer service **** ******* spoke with ******************************* yesterday and both customer's were provided with the same update. There is really no reason to have a third customer service rep reach out to this customer to provide the same information that they have both received twice already. When scheduling is complete we can certainly have ***** reach out to ****************** to provide that new information. Currently there is no changes from the information provided to the customers yesterday. One last thing to point out is that when ******************************* called in and was provided the update there was no issue or complaint from him. If ****************** would like the street address of our facility where her items are located we can provide that to her.   

  Customer Answer

  Date: 12/07/2022

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/18/2022

  Type:Delivery 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.

  Hired this company to move my stuff from ******* to ***** back in August of 2022, List of issues:- movers showed up 1 day late and hungover - one of the movers could not stop vomiting all over my front yard - movers did not have supplies (used my bed sheets to wrap stuff and charged me $250 for packing supplies)- took over 30 days to get my stuff delivered (my stuff spent 30 days in their warehouse and got broken, spoiled, scratched, dented, there is even footprints on my tables from where they walked over them apartenlty)- boxes were all ruined, damp and have stains of oil everywhere, from sitting only the lord above knows where for 30 days.- wont answer my emails/calls regarding the $250 they charged me for moving supplies when they used my sheets and they are now all ruined.

  Business Response

  Date: 12/05/2022

  It is our understanding that the manager of the dispatch department has reached out to this customer regarding this customer's issues and has offered to provide a refund of the $250.00 for the packing and materials. We apologize that the services this customer received was not up to their expectations. At this customer's pickup the crew was lacking the necessary packing materials which should have been loaded onto the truck prior to leaving the facility. Not wanting to cause more delays the customer said that the crew could use the customer's sheets and blankets to protect their items. They were made aware that there was a chance that those sheets and blankets could get dirty or damaged. If this customer was picked up outside of their pickup window and it was the fault of the carrier, this customer would get compensation for the delay. This customer has insurance covering their items during the move and they may file a claim for any items that were damaged and/or missing during the move. If the customer would like to file a claim the dispatch department can provide the necessary information. 

  Customer Answer

  Date: 12/05/2022

   
  Complaint: 18434976
  
  I am rejecting this response because:

  
  Moving company said that I would need to rescind my complain first, and then they would see what they can do for compensation. I will not rescind my complain first then wait to see if they do anything about it. They have my information they can send a check, and once it clears I will think about removing my complaint. 

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

  Business Response

  Date: 12/07/2022

  Unfortunately, any compensation would be coming from the carrier who handled this customer's move. I apologize that we could not come to a resolution in this matter. The customer has 9 months from the date of delivery to file a claim for compensation for any missing and/or damaged items. If the customer needs any information to file a claim or to speak with someone regarding their concerns, please call ************. 

• Initial Complaint

  Date:11/03/2022

  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.

  Hello, I contacted Moving Services in early to mid august to help facilitate my move from *********, ** to **********/ ******, *****. At the time I did not have a destination address and asked that they store my belongings for one month. I worked with ****** who recommended I get an additional month at no additional cost just in case and I accepted, but let him know I'd just need the one month. He said I would receive my belongings in 7 days once I notify them I am ready to receive it. ****** also misled me to believe that their company, Moving Services, would be picking up my belongings and storing them at their facility in *********. They picked up my belonging on August 30, 2022. On October 7, I notified ****** that I was ready to receive my belongings. He directed me to Moving Services customer service people and I have been corresponding with ****** for the past 4 weeks to which she has let me know it would take **** days just to get on the moving schedule, which is not what ****** told me. It has been about 26 days and there has still been no update on an estimated date at all to when my belongings will be delivered and our calls are now being ignored. ****** also essentially let me know that they sourced my move out to a 3rd party moving company A-1, which I was not aware of. She also told me they don't know who will pick up and where belongings will go and that my belongings are still stored in **********, which again is not what I was initially told and is farther away from me and will take longer than it already has to get to me. This has affected my mental health coming home to an empty home this whole month in a new state where I am alone and have been sleeping terribly on the floor. Most importantly, I have not been able to have my 3 year old daughter spend the night at our place since she doesn't have her furniture. Could someone please help me get this business to release my belongings to me.

  Business Response

  Date: 11/03/2022

  We are not able to locate a booking under the name of ***********************. This customer might have our company confused with another moving company. The comments state that this customer booked with "*******************************************" which is not associated with North American Moving Services (NAMS). We suggest that this customer files a complaint against the correct company and request that the BBB removes this complaint from our BBB page since this is not a legitimate complaint against our company. Thank you.

  Business Response

  Date: 11/14/2022

  We have located this customer's booking. The dispatch department is currently still working on the schedule for this customer's delivery. As soon as there is an update we will be reaching out to the customer. We do apologize that this customer's delivery is taking longer than expected. If the customer's items are delivered after 30 business days from the **** (first available delivery date) they will be compensated for the delay. 

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18351638
  
  I am rejecting this response because:

  This company informed my girlfriend last week they had just spoken to the "3rd party" moving company and that they were working on their ***** delivery schedule, but last week, on Friday, I was told they had only just talked to the "3rd party" moving company on Thursday, the day prior. They have repeatedly lied to me. ******, the agent who sold me the contract informed me my things would be stored in *********. That was a blatant lie because a little over a week ago, ****** informed me that my things were brought to **************, and that they are sitting there. I told her what ****** told me, and she informed me that the sales agents do not know ahead of time where the furniture will be stored or who will be picking it up. That means that ****** willfully lied to me. Also, the fact I was told my things were going to be stored in ********* was the deciding factor in me going with this company as I was moving to ***** from **********. Instead, I was lied to, and have been repeatedly. I do not believe a word this company says, and I'm not even close to being the only person who has experienced this with this company. November 6th was day 30 as I called on October 7th to tell them I was ready for my things. I was told it takes 7 days from the call that I make when I'm ready, when I signed the contract. Then, when I actually called to say I was ready for my delivery, I was told it was **** days after they call me to schedule delivery, for my things to be delivered. I didn't even know what an FADD was until I spoke to ******. I'm so tired of this. They have deeply impacted my sleep as I'm sleeping on the floor. Lack of sleep has impacted my mental health, and I haven't been able to have my 3 year-old daughter stay the night because her bedroom furniture is on the truck. My time with her is very important to me. I'm supposed to have her 50/50, but can't right now because I don't have her things. This is very unacceptable. I appreciate you at BBB for taking time to help. I've retained a lawyer who's a family friend, and I am very close to suing this company. I really don't want to, but I'm at the end of my rope with their lies.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/21/2022

  We have been in contact with this customer through email and phone with his girlfriend. The dispatch department is currently still working on the schedule for this customer's delivery. As soon as there is an update we will be reaching out to the customer. We do apologize that this customer's delivery is taking longer than expected. If the customer's items are delivered after 30 business days from the **** (first available delivery date) they will be compensated for the delay. We have been notified by the carrier that multiple jobs going to ** for delivery are due to depart the facility right after the Thanksgiving holiday. We can follow up with this customer on Friday, 11/25/2022 before the end of the workday.

  Customer Answer

  Date: 11/21/2022

   
  Complaint: 18351638
  
  I am rejecting this response because:

  They haven't notified me of this information until now, and I honestly don't believe a word they say. They have repeatedly lied to me, so I'll believe it when I see it. Today was day 15 after the ***** I do not feel I should give them another ***** until my things are delivered undamaged. I honestly don't feel like they should charge me another dime since they have consistently been dishonest, and have operated in bad faith. This has been the most stressful, depressing customer service experience in my 42 years on this earth 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/25/2022

  Type:Delivery 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 10/2, I received a quote of $2024 to move my studio apartment from *******, ** to *********, **. On 10/4, my quote was adjusted to $2792.96 and was asked for a deposit of $702. The next day, 10/5, I was told the truck would come between 10am-12pm. It arrived at 8:30am with only 15 mins notice. Upon, pickup, the bill increased to a total of $3342.91 and I then had to pay an additional $390.96 towards the deposit. I was called on 10/7 for pay for another portion towards the move. That price was $1,124.97. During that phone call and the phone call before, I was told my belongings would arrive to my desired location in 1-3 days because they, "always have trucks driving along the west coast."Sun, 10/9 I was called to prepare a payment of $1124.98 for delivery for either that day or Mon, a holiday, of cash or MO from a post office only. When the truck finally arrived at 8:05pm on Mon, after I told them my storage closes at 9pm, my items were not on the truck. I sent an email that night. Called the next morning to explain what happened and I was told my load was switched with another customer and was on its way to ** and that I would receive my items earlier next week. I'd like to add that had I email at least 3 times and did not get a response until after calling, to verify the email and the rep had to go through all of the emails to then forward to her supervisor.10/19 I called for an update because I haven't heard from anyone and was told that it would be another 2 weeks. Putting me at a total of one month without my entire household. I recently emailed for a tracking number because after the last phone call, I was under the impression that they are waiting for an order to go and receive my items instead of sending an empty truck or they don't know where my items are. I requested they start compensation now but they keep telling me they can only do so at delivery. I've spent a total of $2,217.93 and have not seen my items since 10/5. I am concerned and need help.

  Business Response

  Date: 11/14/2022

  At the time of pickup this customer had additional items as well as items that were bigger than expected.The ******* went over the overages at pickup and this customer agreed to the overages and related charges. The customer paid for the amount of space that her items took up on the truck. This customer did not have expedited delivery added to her booking, but since the rep had said that we would get her items to her within 1-3 days because we have many trucks going to CA and her delivery took longer than that, we then provided compensation for the delay. We apologize that we did not call this customer immediately after her attempted delivery,however our office is closed on the weekend and she was one of the first calls the following Monday morning. We explained that her items got switched with another customers load, something that has never happened since weve been in business, and that we were remedying the situation as quickly and efficiently as possible. Regarding delivery payment it is stated on the booking contract as well as the Bill of Lading from pickup that forms of payment at delivery is cash or US postal money order only; this is not information that was sprung on the customer last minute. As for tracking info, it was explained that we dont have tracking numbers for our customers loads like *********** or **** We cant provide something that we do not utilize. We were in communication through phone and email with this customer for delivery updates and this customers items have been delivered on 11/07/2022. Regarding compensation, we told this customer that we would provide compensation at the time of delivery and not before since we did not know the specific date that we would be delivering her items.We apologize that the services we provided did not meet the customers expectations.