Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/22/2022

  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.

  ****** contacted me on Aug 20,2022 after I was inquiring about moving quotes. He quoted me $2541 for a **** sq foot 2b 2 ba apartment move from ******** to *******. On Oct 8, 2022 after reviewing BBB reviews and looking at several quotes I chose this company. I also sent him a list of what we would need and told him ***** boxes estimated. ****** quoted me $3532.77 to add on packing services. We had to leave ******** and my husband flew back up for the move. In October, ****** suggested the date for pick up as Nov 8-9 because according to ******, the movers would take 5-7 days to get the goods to *******. Had he been honest we could have flown my husband in sooner. He called my husband on Nov 4, 2022. The new estimate was $6922. Once my husband arrived in ******** the bill went up again. To $9896.19. We had to come up with the deposit on the spot every time. Thousands of dollars. Or they wouldnt do it. Worse yet, for almost $10k they still couldnt fit all of our things on the truck. So we now had to rent a storage facility for $145 a month to store the rest of our things and will have to drive back up and haul it down ourselves. Moving company said they would do it for an extra $2500 more but we were out of money! $12500?! From $2500!?? 10x the original quote. For a small apartment. To make matters worse we are still waiting. Three weeks in and they havent even loaded the truck in ********. ****** lied all the way through. We based our decisions on Austins lies. We were defrauded by this company. I would like all of my stuff, refund to original quote and reimbursement for storage fees and moving costs for the rest of our things.

  Business Response

  Date: 12/02/2022

  We are sorry that your experience did not meet your expectations. On the original estimate signed the total cost was $3532.77 based on Articles List: 18 Items, 66 Pieces the customer gave to our representative. Our representative then went over the inventory again with the customer, the customer added 19 additional items which is double the original amount the customer told our representative, making the total cost go to $6922.20. Our representative suggested reserving more space in case the customer will add more items on the day of the move, but the customer refused and wanted to stay based on the updated estimate. On the day the customer added additional wardrobe boxes, a large mirror, a large cabinet and additional boxes (+400 cubic feet) which increased the total cost increase to $9896.19.
  
  The customer agreed and understood the price increased because they added on additional furniture and boxes on the day of pick up prior to the movers starting any services. The motor carrier has tried to help the customer every way possible, making additional room on the truck for the shipment (**** cubic feet, about 80% of a full 26' box truck), typically all of our motor carrier DO NOT accept credit card for delivery, the motor carrier has agreed for the customer to pay more than 50% of their balance on a credit card. ****** has given the customer an honest delivery time frame based on the original quote, the customer overall added almost three times the amount of items than the original quote causing the motor carrier to change the schedule to accommodate this for the customer. The motor carrier is still within the agreed upon delivery time frame (21 business days from first available delivery date). 
  
  Unfortunately, we will NOT be able to refund the original quote. You have agreed and signed the Bill of Lading and Binding Moving Estimate knowing the following listed in the BOLD in the first section of the moving estimate,
  "Your estimated rate per pound or cubic foot will not change. (rate example: $0.95 per pound or $5.00 per cu.ft.) However, the total actual final charge is variable depending on the actual number of cubic feet or pounds actually transported by the motor carrier. Accordingly, your estimate will not change unless you order additional services, add additional items to be moved, or additional weight or cubic feet to be moved which are not specifically listed on this estimate. "Accuracy of your estimate is wholly dependent upon the completeness of the specific items you inform the estimator that you are moving. Be advised that any changes to your order will result in a change to your estimated price.  For example, if you add additional items to be moved or order additional services at the last minute your price will increase accordingly. In order to avoid last minute price changes we urge you to make certain to verify the accuracy of the description of services and items to be moved on this estimate and to notify your salesperson if you wish to make any changes to the services ordered and number of items to be moved."
  Five Star Moving Company has emailed you the signed Bill of lading and Binding moving estimate. 
  Please feel free to reach out to ***************************************** or call ************ with any further comments, concerns, or suggestions you wish to share. 
  
  

• Initial Complaint

  Date:08/17/2022

  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.

  I used Five Star Moving Company to facilitate my move from ****** to ****. My belongings were picked up by North ******* Movers, LLC on March 27, 2022. This is the moving company Five Star Moving Company used for my move. I had to make several phone calls once I arrived in **** before a delivery was made on May 15, 2022 of most of my things but there were large items missing, including a king sized bed. I again made several calls both to Five Star and North America Movers. I was assured many times by Five Star that they would make sure I received the remaining items. Now three months later I have been told the movers are going out of business and Five Star Moving Company has no more responsibility in the situation. I was advised by that company to *** the warehouse if I want my things as the owner is petrified of lawsuits. This comment leads me to believe they were aware of is***s in the past but continued to use the company anyway. I have paid $6,592.28, waited over 4 months and have made numerous phone calls and texts trying to get the rest of my belongings and have not been able to.

  Business Response

  Date: 08/18/2022

  Five Star Moving Company is very sorry to hear this. Five Star Moving Company is not responsible for any acts or omissions of the moving company or its employees or agents stated in the estimate signed off by all parties.(See attached estimate) Five Star Moving Company is the customers representative. There is no agency or subcontractor relationship between Five Star Moving Company and the moving company.  Five Star Moving Company will research and recommend a moving company; however, it is customers sole decision to enter into a contract for moving services (Bill of Lading) with the moving company or not. This document is an estimate only and not a contract for moving services. Five Star Moving Company is not a party to the contract for moving services (bill of lading) between the moving company and the customer. Customer agrees to exclusively pursue the ********************************************* directly for all claims for overcharges, delayed delivery, breach of contract, property damage, including without limitation, any claims of damage to property, lost or stolen goods, delayed pickup or delivery, actions of estimators, drivers, packers, or movers, or other types of claims. 
  
  Five Star Moving Company is willing to offer you a refund out of courtesy in order to resolve this. 
  
  Please contact ***************************************** in-order to discuss further and reimbursement options.  

• Initial Complaint

  Date:08/15/2022

  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.

  I hired this company to coordinate my move from CA to FL. I have paid over $12k thus far for the move with another $12k owed upon delivery. The problem is with the carrier they hired to perform the move. He did not show up as scheduled, did not have the right size truck for the move, did not have enough packing materials although I paid for full packing services. He did not have enough blankets for the move , we had to get a 2nd truck. The driver asked for $3k in cash on the first day of the move to pay the packers. On day 3 he wanted another $4k deposit for the 2nd truck. Then he calls after 7pm on the 4th night to ask for another $5k to get the rest of the items from my storage facility. This is after he toured the facility and gave me the estimate for the 2nd truck. I said no I was not giving him another $5k. So he left my items in the storage space unsecured. He also stopped answering my calls or responding to texts. He never delivered the final packing list of items be shipped on the carrier. I have called the company repeatedly over the past ****************************************************************************************************************************************************** not the furniture ever left CA and where it is now. This has been a total nightmare and I am not getting any answers from anyone.

  Business Response

  Date: 08/18/2022

  We are sorry that your moving experience has not met expectations so far. The motor carrier was there to handle your move on the second day of the pick up window so they were within the time frame stated on the signed estimate. A common standard operational procedure of many motor carriers is to send the first truck out to validate accessibility of the home. Since more items were added, this required planning for additional storage on the second truck, and a third truck had to be supplied which was approved days after to complete the job. With more capacity, comes the need for moving blankets and pad wrapping which the team was able to provide to complete the move.
  
  As stated in the estimate, the motor carrier reserves the right to collect up to 70% of balance due prior to the goods leaving the origin state. Since you had a larger move, it was broken up into portions as trucks were being loaded and packing services were being completed.
  
  Your items were also never left in an unsecured location. Our motor carriers have their own private warehouses that are secure and climate controlled. Five Star Moving Company has been in constant communication with you, and have been more than happy to provide updates along the way. The motor carrier will be delivering the first shipment tomorrow and the second shipment 2-3 days after.

• Initial Complaint

  Date:08/10/2022

  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.

  Contracted with Five Star Moving Company for an interstate move. Was told they only use 4-5 star rated movers; they sent me a horribly rated moving company but told me they have used them many times in the past and they were great. This was 2 days before my move and not the original carrier they said was going to pick up my items. I voiced my concerns about this company loudly but they were adamant they were good. The movers came unprepared (no tools, no blankets to cover furniture as stated in contract) and I could not get a Certificate of Insurance (also in contract that I would be able to get that.) I gave them a very accurate inventory list but the movers still upped the cubic feet by ************************************************************************************************************************************** ****** worked with me for 2 weeks trying to get my stuff delivered (when I set up the move, I always stated July 25 as delivery date) and when I finally got it delivered, I could not get a **** of lading with an adjusted amount and my items were delivered moldy and mildew, damaged and I can't get the carrier to respond so I can attempt to fill out an insurance claim. Five Star Moving Company also charged me for a ***************** Charge because, as I understand it, my inventory estimate was not the same as my final inventory. So now I have overpaid for household belongings that have to be thrown out and replaced and neither Five Star nor ***** ******* Moving are reachable. I feel there is a breach of contract because of many of the promised services were not practiced.

  Business Response

  Date: 08/10/2022

  We are sorry that your experience did not meet your expectations. D&H Express Moving handled many of our clients move in the past and issues were minimal. This is a very uncommon instance, but because of your experience, they have been removed from our motor carrier list and we have deactivated our motor carrier agreement with them.
  
  

  As far as the quality assurance charge, you had added more items since the first estimate was provided. You were also aware of all the additional charged from the additional cubic foot space reservation. As you listed in the picture of the estimate, if there is more added volume than you will be charged accordingly. The contract also states "DO NOT allow the moving company to load the truck or perform any services before you agree in writing to the new estimate", you agreed to the revised estimate prior to the moving services being done. You notified Five Star Moving Company days after pick up was completed. 

  We would most certainly love to add you to our happy customer list. Please send pictures of any damages and email our customer service department to discuss your refund. 

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

  Customer Answer

  Date: 08/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:I It doesn't help me that you are no longer contracting with this carrier. You gave me this carrier 2 days before my move even though I voiced my concerns about the horrible reviews and BBB rating. Now, I have an apartment filled with moldy furniture - literally. The attached picture is just one sample. Per your contract: wrapping of furniture with quilted blankets - not done, itemized inventory and condition of each item at origin - not done, though I have that, **** of lading with breakdown of revised charges at delivery not given, my relocation specialist will help me get a certificate of insurance - no, in fact the carrier says I do not need that because he pays the $0.60 per pound himself, your contract says personal check is acceptable at delivery for balance if move was over 800 miles - no, I had to rush out 15 minutes before delivery because that was all the notice I was given to get a cashier's check. Proof of cubic feet or pounds or volume not provided so any estimate could be made and as a consumer who desperately wants their belongings is in a bit of a bind. Delivery including a mattress saturated with water and mold, bags of standing water that my cushions were in and boxes that were disintegrating from water is unacceptable. I may have to have ALL of my belongings disposed of and the apartment professional cleaned with mold professionals. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer Answer

  Date: 10/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Thank you, ******. I have not heard back yet from the insurance company but will reach out to the claims representative on Monday. It was the adjuster I emailed.  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 11/07/2022

  Hello ********, 

  Thank you for the update. Once you hear back from the insurance company and the claims representative, please let us know so we can complete our end of the agreement. Please understand claims can take some time, but we will also try and follow up to see if there is any insight we can provide. 

   

  Regards, 

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

  Five Star Moving Company