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:06/05/2023

  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.

  To whom it may concern please be informed my Daughter is a Doctor moving to PA we hire your company and it has been a experience that is troubling
  We was told company was picking up on may 31st on that day all day sitting around calling and getting multiple excuses finally we were told truck broke down and promise us first thing in the morning June 1st same thing happened all day and a bunch of excuses your drivers came around 10am took pictures and was told in a few we would be moving as soon as they got the approval to move well after several calls and e-mails nothing happened at 3:30 I call and and inform the agent that I would like to cancel the pick up delivery within 20 minutes.
  finally the truckers came upstairs after sitting in the parking lot for 5 hours move the items and guaranteed us delivery will be Friday June 2nd copy of texts from driver will be attached to this email confirming what I was told that we should have cash at delivery June 2nd was confirm we have cash ready on delivery no problem Friday came no delivery driver stop answering his phone after several calls to your company and of course excuses after excuses I ask repeatedly let me pay you and pick up our items I was ask if I would pay I said yes and I was put on hold again the agent name given ******* told me delivery is now scheduled for Tomorrow Saturday
  June 3rd I later call back to get ETA and spoke to man claim he’s a supervisor he told me again it would be delivered Saturday June 3rd so I called early in the morning of June 3rd because in didn’t believe them again I was told more excuses today is June 4th I call again and as you know by now it’s them same thing like I said my Dauther is a Doctor and has no clothes and furniture pots or pans and no one seams to care please inform me as to what action I need to take
  can you deliver yes no?do I need to pick it up and deliver it myself? What can I do to expedite this matter? Please inform me
  email or Tex or call me at ************
  Thanks ****** ****

  Business Response

  Date: 06/15/2023

  On page 1 of the customers estimate it clearly states in red that there is a pick up window 5/31/23-6/1/23.

• Initial Complaint

  Date:06/05/2023

  Type:Billing 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.

  US Interstate & Rail initial quote turned out to be just a lure, as they skillfully tripled the cost at pick-up. Their service is built not on transparency, but on the art of deceiving the consumer to get the deposit and contract.
  They told us our stuff would be delivered 6/2 at the latest and then after our stuff was half loaded on the truck, they said there is a 30 day delivery window, and would not let us unload our stuff, they held it hostage. Even though we already paid them $1800.
  We called every day since our stuff was picked up and we’re told it was scheduled for delivery on 6/5. At 10:30pm on 6/4, we received a call that our stuff was just now being loaded on a truck and we would have to pay an additional $1000 and our stuff would arrive Thursday at the earliest.
  When we got the quote we were told it would arrive 6/2 at the latest, and we would be laying $4000 total, we would have rented our own uhaul, that was our plan, but this company totally scammed and deceived us.
  
  We now may miss my husbands father funeral. This is the worst experience I have ever had with any company. They should not be allowed to do business!

  Business Response

  Date: 06/15/2023

  When this customer booked her move she gave an itemized list of the items that needed to be moved, and based on this list the customer's shipment was estimated to be 491 cubic feet.  This BINDING estimate is based upon the specific items to be moved and services ordered as listed on the estimate. Your estimated price 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 listed on the estimate. This document is an estimate only and not a contract; it is only binding for the specific services and items listed here within; any deviation of the services listed and ordered will result in a new estimate being issued. In such cases, a revised written visual estimate must be executed prior to any services being performed. On the day of pick up 
  5/29/2023 our movers arrived at this customers house and they had one additional item that added an additional cost in the amount of $1,036.36. This customer signed all paperwork prier to the movers loading anything on the truck stating that they agreed to the increase in price. 
  On the day of pick up this customer gave us a First available delivery date 
  (FADD) of 6/5/2023 which undedicated that their delivery window would be 6/5/2023-7/5/2023 and this is indicated at the top of the first page of this customers contract.

• Initial Complaint

  Date:06/05/2023

  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.

  Transaction Date:05-17-2023
  Amount paid: $850.28 deposit
  They told me through the phone that I was assured a specific date that my belongings would be picked up. Throughout the process, I was called every day rescheduling my pickup for 3 days straight, I was definitely lied to through the phone and the contract signed had different terms than the bill of lading that was supposed to be given to the driver. I am concerned that this company is a scam or does things a certain way in which they can easily take money from you without any repercussions. I called trying to figure things out, in which I was lied to about the nature of the reason for the delay/ told something different every time. Due to the salesperson rushing me through the contract and telling me they had to stay on the phone with me or I lose the deal, while also assuring me dates and times would not be an issue and it was a sure thing, I signed the contract in which allows them to keep my deposit for doing nothing but lie to me through the phone for days. They have not tried to resolve the issue and essentially stole money from me.
  
  Account Number: #*******

  Business Response

  Date: 06/14/2023

  On page 4 of this customers estimate it states in bold letters our cancellation policy, which states after 72 hours of booking their move they unable to receive their deposit back. 

• Initial Complaint

  Date:05/31/2023

  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.

  We submitted online request for quote and received a call right away. We were pressured to accept the quote as a hot deal that wouldn’t be there tomorrow. Told the guy what we had to move and he gave a quote of about 3400 to move from ******** to *******. We asked to add a few items and were told that the bottom line price wouldn’t increase but deposit would increase from 1300 to 1700. Paid that. got a call a couple of days prior to pick up. Was told I needed to pay another deposit. I did. Was told that they would be there to pick up items on May 29. then changed to May 30 between 8 am and noon. It is now 5:45 pm. They are not here to pick up. We called three times to inquire. they told us to call back at 5 pm ******** time. When we did, they were closed for the day. We have now given them nearly 3000 and they have yet to pick up items. Also, know that they expect more if they ever pick up and more to drop off. The items being transported include a king bed, mattress, headboard two nightstands, two dressers, 50 small boxes, kitchen table and six chairs and three tvs. Seems a bit high and all told, our smoking hot deal is now going to be somewhere around 5000.

  Business Response

  Date: 06/05/2023

  On the day that this customer booked their move with us  (4/30/2023) they signed and initialed their contract stating that they understood it. This customer had a pick up window 5/29/2023-5/30/2023 (this is highlighted on page 9 of the customers paperwork which is the 1st page of their estimate) and this customer was picked up on May 30th 2023 which is within their pick up window. 

  Customer Answer

  Date: 06/15/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  It is interesting that they are providing snippets of the contract in May.  They have not provided the initial contract that was signed on or about April 30.  That contract provided that they would ship the bedroom set (king size), the office including desk and chair, 50 small boxes and a number of other items for $3400.  For some reason, the contracts I signed have disappeared from my email, but perhaps you can get the FULL documents from them.  The person we spoke with pressured the immediate acceptance because this smoking hot deal was good for today only -he had a lady in Denver cancel her move and needed to fill the truck! He guaranteed that the amount would be $3400 and would not change.  We then asked if we could add a large toolbox and a patio table.  No problem!  The amount won't change, but the deposit would.  We went from a $1300 deposit to over $1700.  We paid that.  The fella on the phone also let us know that our items would arrive in ******* 5-7 days after they picked them up. You should request to see the FULL contracts signed on or about April 30 and May 30.  You will note that they have listed items on one of the documents they have provided.  I will also note that the fella with the smoking hot deal sent me the contract and required that I sign it while on the phone with him...again, needed to get this done right now to get the smoking hot deal! I was not provided with an opportunity to review the complete contract because I was being pressured by the guy on the phone.

  In May, getting ready for the move, they called and asked what would be placed on the truck.  I again recited the items to go onto the truck and substituted our kitchen table for the patio table.  Again, I was advised that I needed to make a larger deposit.  I paid it that day.  They did let us know that the pick-up window was on May 29 between the hours of 8 am and noon.  A couple of days prior to that date, we were contacted again and told that the pick-up window had changed to May 30 between the hours of 8 am and noon.  No problem.  May 30 arrived.  Noon arrived.  Nothing from the moving company.  I called and was told that they would be there in an hour or two and if they didn't show up to call again.  Two hours passed, still no truck and no calls from the agency.  I called again.  Again, I was told to wait an hour or two.  At this point, I have no idea if I am being scammed, but I do know that they have $2400 of my money. I told them to find the truck.  I was then told to wait until 5 pm mountain time and if the truck was not there, to call them back.  This would have been 7 pm eastern time, when they close. It is interesting in that they will charge me a $150 per hour, or $1000 per day waiting charge if I am not available to receive my items on the day they decide to pop in.  However, my husband missed a full day of work on May 30 waiting for the truck to pick up our items.  

  The truck arrived and was full.  The truck driver informed my husband that we had over 900 cubic feet of stuff and that the contract was for 432. He would not let my husband measure - saying that he has done this for years and knows what 900 cubic feet looks like.  I received a call from the company now telling me that if I wanted the items we have discussed on two prior occasions to be on the truck, I would need to pay another $3000 today, plus $2000 upon delivery.  We have now gone from $3400 to $5000, and now to $10,000 for a bedroom set, an office desk and chair, a large toolbox and 50 small boxes.  My husband said that the driver didn't have enough room on his truck for our items.

  Yes, the bill of lading says delivery window is June 2 - July 2.  I called the company that night and said that I don't agree with that.  I was promised by the initial guy a delivery in 5-7 days.  The guy on May 30 let me know that it is a DOT regulation that they provide a 30 day window.

  At this point, I am now over a barrel.  If I want my stuff moved, I need to do something.  I authorized the loading of the desk, the office chair, about 30 boxes and a small office filing cabinet.  I am paying $5000 for the moving of next to nothing.  We ended up renting a uhaul trailer to move the rest of the items.

  The only response by the company is to the pickup date. They are not responding to any of the other issues listed here. I have no idea how much they are going to charge me to get my items - or when (if ever) they will arrive.  I think their "late arrival" fee is something crazy like $5 per day.  Meanwhile, I have no office furniture and I work full-time from home.  

  Again, I want my original deal of $3400 TOTAL expense. It is too late to move the items they promised they would move, so I also want the $1000 it cost me to rent a uhaul to get the rest of my items.  I want the items delivered immediately.

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

  Business Response

  Date: 06/15/2023

  There were no parts of this customers contract that were not sent in the first response but I have also added them to this response as well 
  
  In response to the preceding appeal we would like to provide the following;
  
  We stand by the previous assertion. 
  
  Thank you for your time and attention to this matter.

  Customer Answer

  Date: 06/15/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I stand by my earlier statement.  This company is running a scam.
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:05/26/2023

  Type:Billing 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.

  Was told by several people I worked with at the company up until the packers came that it was quoted by weight. That the only way the price would go up is if it weighed more than the estimated weight. Movers got there and was charged an additional $5,000. Estimated weight was 7500 pounds at $8k and it weighed in at 7460 and charged $13k because the movers said they only go by volume once they got there. I was also told that movers would weigh the truck empty and full for military move. Movers had me pay them $250 cash to weigh the truck empty and full. Couldn’t get a hold of anyone after the fact. “Customer service” was great at the beginning before the movers got there while they tried to get me in. Then once the movers came, a complete 180 on their end and wasn’t able to get a hold of anyone until a couple days after the movers packed everything.

  Business Response

  Date: 06/01/2023

  When this customer booked her move she gave an itemized list of the items that needed to be moved, and based on this list the customer's shipment was estimated to be 1073 cubic feet.  This BINDING estimate is based upon the specific items to be moved and services ordered as listed on the estimate. Your estimated price 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 listed on the estimate. This document is an estimate only and not a contract; it is only binding for the specific services and items listed here within; any deviation of the services listed and ordered will result in a new estimate being issued. In such cases, a revised written visual estimate must be executed prior to any services being performed. When our movers arrived at the customers home, the customer had 1 lg unit such as a room, garage, Storage unit est. that added additional items that added an additional 626 cubic feet which added an additional $5,321.66 in cost. 

  Customer Answer

  Date: 06/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The company misled me when I asked the representative about the move.  I repeatedly asked the representative how the price would change and he said if there is more weight then what was estimated, the price would go up.  If the overall weight is lower, then the price will go down.  My estimate was based off of an estimated weight of $1.00 per a pound that was  in the binding moving estimate.  The estimate was for 7500 pounds and the weight for all my house hold goods that was packed up was 7460 pounds.  So from what the companies rep told me, the price should have gone down.  I was also told that with this move, that the moving company will weigh the truck empty and full by several people at the company.  When the truck got there, I had to pay an extra $250 cash out of pocket to have the movers weigh the truck empty and full, as they weren’t going to do it in the first place  

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

  Business Response

  Date: 06/02/2023

  All estimates are down by weight and by cubic feet you can see this highlighted on page 11 of this customers paperwork, and the reason for this is that something that is that something that ways 10 pounds can be as small as a small box to a papasan chair and the papasan chair is going to take up way more cubic feet then the small box.  This customer agreed to this by signing his estimate the day of booking on 3/31/2023

• Initial Complaint

  Date:05/22/2023

  Type:Customer Service 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 April 27, 2023 I contracted with this company to move a studio size amount of furniture from Florida to Oregon. I paid half the amount due. I was told that I would be able to add some things if needed since we didn’t know how much was in my daughters storage unit. They had another company pick up her stuff (must have sold the contract) on may 7 and we were told to expect to have delivery around May 14. Upon pick up, they charged my daughter $500 more than stated and as of May 20 we still don't have our stuff. When calling the other company, they say it hasn’t even left Florida and they are saying we will again owe them much more than stated from the original contract. This has been a scam and they now have our things as a Randsom for us to pay whatever they tell us. This has been a horrible ordeal and really makes me not ever want to use other companies again. I wish I would have done it myself knowing all of this now and will if it ever happens again. We are having to buy at least another mattress in the mean time and are spending more than the stuff is worth. This company should be charged with exploitation of people and I am sure this is not the first time. They have the sales pitch down to convince you they are a reputable business, which they are definitely not. This is a scam.

  Business Response

  Date: 05/31/2023

  This customer canceled their move 

  Customer Answer

  Date: 06/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I can not open the zip file so I cannot see the response. 
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 06/01/2023

  This customer canceled their move and per their contract they were out of the cancellation window to receive a refund 

  Customer Answer

  Date: 06/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I don’t know what their response means. I still have not received my furniture which was picked up from my possession on May 7th. Perhaps I should file a police report?  
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 06/02/2023

  This job was contracted out to Safebound Moving and Storage, I called them this morning for this customer and found out that the customers items were loaded on a truck for delivery and that they would be receiving their household goods in 5-7 business day and that the driver will be calling 24 hours before delivery 

  Customer Answer

  Date: 06/06/2023

  This is not anything like it sounds. The BBB only lists what they are told but the company I have been complaining about has lied many times and then you just post their lies. How does this help?  The company I am complaining about is not even a moving company which they claim to be. They are just a broker who promises all these things about moving then comes -gets your things quickly -promising a reasonable delivery date and amount of money then shows up, stores your things (without you knowing this is happening) then only after complaining will they hire another company who then hires the driver to finally get your stuff but only after they claim to have to charge you for every little thing and the price is no where where they said when they originally gave you the “quote” and they hold your stuff hostage until you pay them whatever they ask for. It is such a scam. And all you do is post their lies. I am very disappointed in this process. 

   

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

• Initial Complaint

  Date:05/22/2023

  Type:Billing 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 spoke with a representative on 4/19 and he created the quote. I told him the size of my move that my unit was 10x12x8 in which he stated that would bump me up and they would need a bigger truck. I said ok and the first number he came back with I said no thank you and to have a good day and after some back and forth and him consulting with his manager we got to a better number. Through this whole conversation he was aware of my needs and stated there would not be any surprise prices and I paid the deposit. Fast forward to a week before my move when I told the new rep the same thing I told the prior rep they stated that the size of my move was not included in my price and tripled my initial estimate. I told them I couldn’t afford that and asked for a refund of the deposit paid since I was lied to by their representative. They said there is nothing that they can do and I asked them to pull the calls and they did not care. I have never used movers before and this has been the worst most disappointing process ever. All I want is my deposit back and to never work with this company again. Companies no longer act with integrity and accountability.

  Business Response

  Date: 05/31/2023

  This customer called in and canceled their move on May 27th 

• Initial Complaint

  Date:05/19/2023

  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.

  Contracted US Interstate and Rail for a cross-country move from Phoenix, AZ to Chicago IL. Originally quoted $2500, then a week later quote increased to $3500. At time of pickup, quote increased an additional $2500. I have paid $4182 to date. Items were picked up for transport on 4/29/23. I was called by third party carrier, Carefree Movers, contracted by US Interstate and Rail, on 5/5/23 indicated that my items had been assigned a driver and I would receive my items “midweek” the week of 5/8/23. I have not had any contact from the driver, nor have I received my items. I have contacted US Interstate and was told my move was assigned a driver but there were no further details.
  I would like my items to be delivered as soon as possible.

  Business Response

  Date: 05/31/2023

  When this customer booked her move she gave an itemized list of the items that needed to be moved, and based on this list the customer's shipment was estimated to be 379 cubic feet. This BINDING estimate is based upon the specific items to be moved and services ordered as listed on the estimate. Your estimated price 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 listed on the estimate. This document is an estimate only and not a contract; it is only binding for the specific services and items listed here within; any deviation of the services listed and ordered will result in a new estimate being issued. In such cases, a revised written visual estimate must be executed prior to any services being performed. This customer had 1 additional unit such as a room, garage, or storage unit est. this added an additional 228 cubic feet adding an additional $2,311.12 in cost. This is indicated on page 1 of the customers contract. 

  Customer Answer

  Date: 05/31/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It does not address the location of my belongings nor when said belongings will be delivered. I have attempted to communicate with the business multiple times via email at [email protected] and have been told that my items were being loaded onto a truck via email on 5/18/23. I have yet to receive a call informing me of delivery and, as noted by the contract provided in the communication from US Interstate and Rail, the contract expires on 6/4/23.

  At this time, I require confirmation of my delivery date and subsequent delivery of my 602 cubic feet of household goods.

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

  Business Response

  Date: 06/01/2023

  This customers Items were loaded onto a truck yesterday and the driver will be reaching out to schedule delivery 

  Customer Answer

  Date: 06/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have had no direct communication from US Interstate and Rail confirming my items are on a truck inbound to Chicago for delivery. Furthermore, I have not been contacted by a delivery driver regarding the date of delivery and have no assurances that delivery will be made within the contract window, which ends 6/4/23.
  
  
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:05/18/2023

  Type:Billing 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 move my stuff cross country. I was originally quoted $2,500. Upon send pictures of my stuff I was told it would be $3,300. When then movers arrived I was told it would be an additional $6,000. When speaking to the movers they informed me they were a 3rd party. Which I was originally told that they didn’t have 3rd party movers. Also the original person I spoke to told me he would be my contact person and I never heard from him again. This company is a complete scam.

  Business Response

  Date: 05/26/2023

  This customer cancelled her move with us, because when our movers arrived there were 9 additional items that were not on her estimate which added an additional 325 cubic feet and an additional $3,170.75 in cost 

  Customer Answer

  Date: 05/26/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: on the file that was uploaded that says there are 9 additional items. Desk is listed twice and couch is listed 3 times. All of those items were listed except the mirror. I also told the movers that arrived that the desk and bar stools listed on the original invoice were no longer going.
  
  
  
  Sincerely,
  
  
  
  ***** *

  Business Response

  Date: 05/31/2023

  It is not the items are listed multiple times, its that the comment's about the condition of the items on the right side of the items took up multiple lines. When a customer calls in and gives us their items that they are wanting to be moved we give them an estimate, which means that some items may take up more space then the base estimate does such as for example there are very small 3 piece sectionals and very large 3 piece sectionals we estimate off of the average size which usually but not always is in the middle of the 2. 

  Customer Answer

  Date: 05/31/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I still don’t see where an additional 9 items was added. The desk was removed altogether so that cannot be included in your “9 extra items”. The couch does not take up an additional 325 cubic feet of space. A queen mattress and box spring is a queen mattress and box spring. That was listed on the original quote. The bed did not get bigger and there was no headboard or footboard. I also had the representative add the maximum number of boxes without the price going up to accommodate if there were any additional boxes. Which I was still way under that count.
  
  
  
  Sincerely,
  
  
  
  ***** *

• Initial Complaint

  Date:05/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told my things would arrive 3-4 BIZ days from time of pickup. My things were picked up 4-17-23, I still do not have my things to date. Today is 5-15-23. My delivery date span is 4-19 TO 6-1. I was not told this. I would have never chosen this company knowing it would be that
  date span. I was lied to, period. I have been at my new place, out of state since 4-18-23. The quote was a joke, will end up paying so much more than that. They explained it was by pieces, not true. Again, I was bluntly lied to by the sales associate. I didn't misunderstand anything.. I was lied to. Pull the call she told me 3-4 BIZ days for delivery. And again, the qoute not at all explained how they really were going to do it, by cubic feet. This has been a nightmare. I still don't have my things.

  Business Response

  Date: 05/26/2023

  We received an BBB complaint (ID ********) for a *** *********.
  When this customer booked her move she gave an itemized list of the items
  that needed to be moved, and based on this list the customer's shipment was
  estimated to be 411 cubic feet. This BINDING estimate is based upon the
  specific items to be moved and services ordered as listed on the estimate. Your
  estimated price 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 listed on the estimate. This document is an estimate only and not
  a contract; it is only binding for the specific services and items listed here
  within; any deviation of the services listed and ordered will result in a new
  estimate being issued. In such cases, a revised written visual estimate must be
  executed prior to any services being performed. When our movers arrived at
  the customers home, the customer had 1 lg additional items that added an
  additional 139 cubic feet which added an additional $1,265.56 in cost.
  On April 17th 2023 our movers arrived at the customers home in **********
  OH. The customer gave us a first available deliver date (FADD) of 4/19/2023,
  this made the customers delivery window 4/19/2023 through 6/1/2023 this is
  indicated at the top of page 1 of the customers contract. On page 8 of the
  customers contract it states there is no guarantee that the shipment will be
  delivered within the customers delivery window, and if their household goods
  happen to be delivered outside of the delivery window they eligible for a delay
  claim and will be compensated appropriately. The customer initialed stating
  that they understood the delay claim process.
  On the day of pick up this customer made a payment in the amount of
  $1,836.62, leaving a balanced due at delivery in the amount of $1,137.50 which
  is to be paid via cash or US Postal Money Order only this is shown on page 8.
  On page 8 it states that if there happens to be any missing and or damaged
  items that there was a claim process that need to be completed so that they can
  be compensated appropriately according to the valuation that they choose
  which is indicated on page 5 of the customers contract. As of today 5/26/2023
  they have not yet completed the claim process.
  On the day of pick up (4/17/2023) the customer signed and initialed their
  contract in 23 different spots of the contract stating that they understood it.