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:04/24/2025

  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.

  I entered into a contract with You Move Me to move my items from a residence to a storage unit on April 7, 2025. The mover assured me they would handle my items with care. I paid the full amount of which I have a text receipt. On April 18, 2025 I contracted with another moving company that I had used several times before. I was comfortable with them because they took care and handling my items. One of the movers informed me when he started to move my grandfather clock, which was wrapped in padding and plastic wrap that he heard glass falling. Mind you the previous movers (you move me) assured me my items were safe that they had me. The company also charged me an additional $75 to move the clock. I was busy doing something else when they wrapped and moved it evidently not removing the glass shelves inside. There is also a gash on the lower right bottom. The clock sits against the wall at my residence still wrapped. I also have a large metal giraffe whose neck lops over because it has been damaged when placed into the storage unit. All of my items were in perfect condition before the move on 4/7/2025. I first called to report the damage on the Friday the next day the customer agent started a claim process and said I would receive forms by email along with a confirmation email with a case number which I received. I haven't received anything since and I called twice myself on Thursday 4/24/25 with a promise for callbacks from customer agents only to receive nothing. I only want someone from You Move Me to standup and accept responsibility and pay for the damages.

  Customer Answer

  Date: 05/14/2025

  5/14/25-consumer called in stating a few days after the consumer filed a complaint the business
  
  reached out to the consumer and resolved the issue so the consumer is calling verbally to update the complaint 
  
  to a RESOLVED status

• Initial Complaint

  Date:01/15/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business moved a resident into our retirement community and damaged our elevator while they were here. They were in a rush to move this person in as it was late in the day and they hit our elevator door so hard the elevator got stuck. We had to pay the elevator company an after hours service call to fix the elevator so our elderly residents could use the elevator. We reached out to the company and they said we could file a claim, and gave me a claim number and told me they would send me a link to send any photos or documents. I never received a link. I have called them back 3 times since then. The second time I called and spoke to Z** on 1/3/25 she said had a very hard time finding this claim. Then after several attempts she found Claim # ******** and she told me the claims department would reach out. I never heard a word back. I called again on 1/14/25 and was told the Claims person would call me back when he was out of his meeting. I never received a call back. I called again on 1/15/25 and asked for the claims department. I was transferred and after10 minutes of holding no one ever got back to me and the call disconnected.

• Initial Complaint

  Date:05/28/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired You Move Me in October of 2023 for a residential move. Movers broke countless items, damaged walls and doors, destroyed adjustible beds (expensive to fix!), and were understaffed by multiple men (one day they sent only HALF the crew they had committed) every single day of the engagement for both packing and moving. One day they showed up two hours late without telling me there was a schedule change. One mover showed up in slide sandals (he didn’t plan to work very hard). They labeled when packing so poorly or not at all, and boxes didn’t make it to the correct floors in the new house. Furniture was filthy after the move had to be professionally cleaned. They cracked the door to my dryer and dented my washer. They left trash all over my yard (soda cans and water bottles) at old and new homes, and I had to hire another company to finish the job. I spent thousands with this company, they cost $1,400 in damage, and then I spent another $1,000 on someone else to do the work this place couldn’t manage to do. SAVE YOURSELF AND DO NOT HIRE THIS COMPANY!

• Initial Complaint

  Date:08/23/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company provided moving services, during move caused significant damage to both homes (moving out of/in to) as well as more than $8000 in damage to furniture items. Company attempted to charge $2000 more than quoted/agreed amount and did not complete the move of all agreed items. Additional insurance was purchased to cover replacement costs of damaged furniture items, company failed to open a claim, provide information on how to open a claim, and/or cover damage/replacement costs to furniture items. Attempts to reach franchise leadership were unsuccessful and once company did respond in writing agreeing to cover some damaged items they stopped communicating with us to get the items repaired/replaced.

• Initial Complaint

  Date:05/13/2023

  Type:Sales and Advertising 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.

  I contracted this moving company well in advance of my move. I was never provided a phone number but they said that my deposit of $99 was refundable as long as I gave 72 hours notice. I attempted to reach out well in advance of their arrival but heard nothing. Additionally, I was called by movers on the day of the move letting me know that they were on their way. I had selected a different company. I've tried in vain to collect my 'refundable' deposit but they refuse to respond to an email or provide a phone number. This company is a SCAM. I've never filed a complaint with the BBB before, but this company is deserving. ~$100 isn't going to make or break me, but they refuse to address it despite me trying. Kyle K***** & Paige F********* are the parties I've dealt with. They really shouldn't be working in a customer-facing role as their primary goal seems to be to scam people.

  Business Response

  Date: 05/15/2023

  Good Morning, 

  I am deeply frustrated with your experience with our business. **** and ***** do not directly work for You Move Me Cincinnati, they are based in a national call center and should not be reflection of our business here. Now that I am aware of this issue, I have credited your deposit. Also attached the receipt of it being done. 

   

  Please contact be directly if you have any other problems, thank you! ************

  Customer Answer

  Date: 05/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint I* ********, and find that this resolution is satisfactory to me. 
  
  

  Thank you for addressing this so quickly—you are far more professional than **** * *****.

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

• Initial Complaint

  Date:03/01/2023

  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 originally called You Move Me on 1/9/23, to schedule movers for 1/14/23. Marlon W******* was supposed to come out to walk my place to give an estimate on how much the move would be. I later got a call saying that he had come in contact with someone with Covid and that he would rather be safe than sorry, so he will come the following day. The following day I receive a call stating that he would not be able to make it to my home once again because he wanted to be sure that he didnt have Covid (he stated that he was taking a Covid test the previous day), so he did my estimate over the phone. On 1/13/23, I called You Move Me to cancel the movers because my Family said they would help. They were ok with me cancelling and never once stated that they would TAKE my deposit of $100. So time went on and I continuously checked my acct and they had not deposited my $100 back to my acct. I called them on 2/6/23 to inquire they THEN stated that since I canceled within 3 days of the appt, that I could not get my $100 back, but from the beginning of the process no one ever mentioned the cancelation policy to me not one time or in any of the paperwork received from them. They stated that they will have to go through our phone conversations to make sure that this was never stated to me and they would call me back. I never received a call back so I reached back out to Marlon to let him know what was going on via text to see if he could help me. He text back and said that they had placed a "new policy" in effect that week, that the customer could not get their $100 back if canceled within 3 days. He said he would look into this and get back with me after he found out what was going on. After speaking with the company and the manager Marlon today is 3/1/23, and I have not heard back from ANYONE from this company OR received my $100 deposit.

  Business Response

  Date: 03/01/2023

  Good Afternoon, 

   

  This was supposed to be done by my corporate office but it was not. I have done it myself now and called ****** to inform her. 

   

  Thank you