Complaints

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

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  Affordable Movers

  7211 Taylorsville Rd Huber Heights, OH 45424-2376

• 

  Affordable Movers

  1900 W Stanfield Rd Ste 201 Troy, OH 45373-2329

• 

  Affordable Movers

  8200 Beckett Park Dr Ste 145 West Chester, OH 45069

• 

  Affordable Movers

  405 Garrard St Ste 303 Covington, KY 41011

• 

  Affordable Movers

  431 Ohio Pike Ste 229 Anderson, OH 45255

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:05/09/2025

  Type:Customer Service 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 affordable Movers on 4-25. They broke my 50in TV. Now I can't get in contact with them I believe my number has been blocked so I can't contact them.

• 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.

  On February 23rd I had two guys show up to move me from *** ******** ***** ***** ******* **** to **** ********** *** ********* **** *****. There were supposed to be three guys total. One guy did not show up for the move and when I asked about it they said the one guy called off. Upon moving my items into the new address, I did a walk through to check the condition of my belongings and noticed an issue with my 65” inch Samsung Q LED brand new TV. They damaged my TV on the bottom right hand corner and all up the right and left hand sides. When I noticed right away I went and confronted them. *** said as we went to look at the problem, well I should have told you right away when I saw we damaged it but it’s not like we are trying to hide it. I told him my girlfriend even asked if you wanted blankets to wrap it before moving and you said no, we will take good care of it. He told me I could either file a claim or he could take a couple hundred dollars off my move. My move cost me $880.00., which was about $400 over what I was told in the beginning and one mover did not show up. I paid $600.00 at Sam’s Club for this new TV right before the move. I was not taking $200 off the move in exchange for the damage to the TV. I have had to continuously contact their main office to get a response and then they had the audacity to offer me a 55” inch TV, not the same as they damaged. She said we’ll get back with and for three days I called and left messages and no one has returned my calls. I also noticed they ruined my 3 other things, which I am not happy about either but the TV is a huge issue and I want a resolution to my satisfaction immediately! At this point, I would like the TV replaced and a partial refund for my move.

  Business Response

  Date: 03/23/2025

  Dear ****,

  Thank you for bringing your concerns to our attention. We truly regret that your recent moving experience did not meet your expectations, and we want to address your concerns in a clear and professional manner.

  1. Two-Mover Crew & Estimate
  While we understand your frustration regarding only two movers arriving for your move, we’d like to clarify that your original estimate was prepared for a two-mover crew, based on the information you provided during your scheduling call. In that call (which, like all calls, is recorded for quality assurance), you specifically mentioned that you did not have a large number of items to move. Based on that information, and to keep your costs low, two movers were assigned. An estimate reflecting this has been attached for your reference. If you would like to review the call, we are happy to make it available upon request.

  2. TV Damage
  We understand your concern regarding the damage to your 65" Samsung QLED TV. As outlined in Section 2, Part J of our Terms and Conditions, Affordable Movers does not cover damage to televisions or monitors that are "loose," meaning not packed in their original retail packaging or in a professional-grade TV moving box of appropriate size. Unfortunately, your TV was not packed in either of those, which limits our liability under the agreed-upon terms.  That said, one of our team members acknowledged the damage during the move, and in good faith, we offered to reduce your total moving fee by $200 at the time, even though our policy does not require this.

  3. Final Charges and Communication
  We understand you were surprised by the final charge of $880. While the total did exceed the original estimate, this was due to the actual time required to complete the move. We make every effort to be transparent that estimates are based on the expected duration and can vary depending on the actual conditions and time needed.  We also acknowledge and apologize for any delays in communication you’ve experienced while following up. That is not the level of customer service we aim to provide, and we’re working to address that internally.

  Moving Forward
  To resolve this matter in a fair and timely manner, we are still willing to honor the $200 discount previously offered, even though it exceeds our standard liability coverage and was not required per the terms of service.  Please let us know if you’d like to proceed with this resolution. If you would prefer to escalate this to our claims process, we are happy to provide the necessary forms.
  We appreciate your feedback, your patience, and the opportunity to resolve this issue professionally.

  
  Sincerely,
  Customer Support
  Affordable Movers

  Customer Answer

  Date: 03/24/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the offer made above is not to my satisfaction for the following reasons:

  1. The offer of a $200.00 discount for the move, does not in anyway, shape or form, replace the damage that was done during the move. *** openly admitted in the kitchen (with witnesses) that he noticed the damage to the TV during the move, and he stated "well I should have told you when I seen the damage, but it's not like I wasn't going to tell you", which I do not believe anyone would have told me if I wouldn't have found the damage and confronted them about it. 

  2. *** told me I would be better off filing a claim to get the TV replaced, and so therefore, I did not take the $200.00 discount for the move. That does not come close to the damage that was done to the brand new TV!

  3. When the move started in Newark, OH, they were asked if they needed special wrapping, etc. for the TV, and *** said that they did not need anything else, as they had it covered. They had special blankets to put around the TV to prevent damage during the move.

  4. There were many other items, as the pictures that I included in my first report to the BBB, and none of those were even addressed. I was willing to over look all of that, in good faith that your company would take care of the claim on the TV and make this right. 

  5. Chrissy offered me a 55' TV in replace of the damaged TV, which is NOT an equal replacement for the damage that was done to the 65' TV. That was very offensive to offer something that is not the same or equal to what your workers damaged in the first place. I have tried to contact the company back to discuss this matter several times, with no return calls or responses. 

  At this point, and with the lack of communication and offensive offer here, I would like my TV replaced for the exact brand and size. If you are not willing to do that, I will be seeking legal action. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:02/18/2025

  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 have a issue with the Affordable Movers company for January 17 2025. There were asked to be at my home at 8:00 am. The two men arrived at 8:26 smelling of Marijuana. Hi as 2 kites. The 2 men came into my apartment and I directed them of what needs to be moved. They proceed to moving my belongings but moving extremely slow laughing seems to be joking around. We finally had the trucked loaded and proceed to my storage facility. Loading maybe half of my belongings one of the Men came to me and said he wanted to collect payment. The payment was 320.00 for 2 hours. He proceed to tell me that they have been loading and unloading for 5 hours and that would be $800. I told him no way that was 5 hours so got on the phone and called his boss *****. When I got on the ***** told me he sent me a invoice and if I didnt have the whole thing he was going to keep my belonging in his storage unit till i paid 800. I called back and he rudely kept hanging up on Me told the men to leave and that the clock was still ticking. I sent them email asking where my things were? I kept calling no response but sent another invoice for 1,220.00 for 7 hours of labor and $99 of storage fee. I just want my belongings back. And I'm not paying for a movers. They scammed me. I file a Police Report with the Fairfax Police Dept.

  Business Response

  Date: 03/06/2025

  Subject: Follow-Up on Recent Move
  
  Good morning,
  
  The move was scheduled the night prior, and we were not informed that it was an eviction with sheriffs present to change the locks. The client requested two movers for two hours, but the job involved a two-bedroom apartment filled with furniture. Despite the challenging circumstances, the movers completed the task and requested payment at the storage facility. The client had $320 for the two hours but opted to continue the move rather than risk having her belongings discarded.
  
  It’s disheartening to see negative comments directed at the company and the movers, especially after they assisted you during a difficult time.
  
  Thank you,  
  *****
  

  Customer Answer

  Date: 03/17/2025

  I would just to know from the company how to retrieve my belongs and Im not paying the amount of 1,200 for a 3 hour move want to see if I can speak to the owner.  eveything that ***** responed was a complete lie.  And wish not deal with him.  

  Business Response

  Date: 03/23/2025

  Good evening,

  Although the client has not made any payment for the moving service, we have continued to cover the storage fees on their behalf. It’s also important to note that the client was not upfront about the fact that the move was due to an eviction for unpaid rent.  We proceeded with the move without requiring a deposit, operating in good faith. However, once the job was completed—which took five hours—the client only offered $320, despite being informed of the hourly rate and the actual time worked.

  
  Once the full payment for the move and the accumulated storage fees are received, we will gladly return the client’s household belongings.
  Thank you,
  Affordable Movers

• Initial Complaint

  Date:10/28/2024

  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.

  Affordable Movers damaged our chest during a move on 8/23/24. I have video evidence of this. Frank from Affordable movers admitted fault but since then have not done anything to resolve this issue.
  We had the chest evaluated by a independent furniture restorer and the cost to repair will be more then the original price. We notified Affordable Movers of that estimate as well.
  I'm not at fault here, I didn't damage my furniture.

  Business Response

  Date: 10/30/2024

  Good morning Mr. ***,

  When moving household goods, the liability of a carrier is limited to 60 cents per pound per article if the carrier arranges for the purchase of insurance and the shipment is transported under separate liability insurance.  And even though you did not pay for additional insurance, we extended it to you which you declined. 

  I've attached a transcript of the phone call in which you list what's being transported and you don't mention the chest at all, so it was not listed on the BOL.  However, we will make an exception and pay the 60 cents per pound.  Please provide the weight of the chest by calling us or sending us an email.

  *******

   

  Customer Answer

  Date: 10/30/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response for the following reasons:

  1. We have never discussed a BOL. The call you reference does not discuss this and was a conversation to assess the size of the move. Regardless of a BOL or no, your movers moved our chest and damaged it. 

  2. Insurance was discussed on 8/26/2024. You were informed that our items were valuable and needed to be handled with care during that phone call. Your response was that your company is fully insured, you used your own men, and you even provided reassurance that you are insured. You never mentioned a maximum coverage of insurance or that I needed to pay for additional insurance.

  3. Immediately following the damage your employees caused was the first time a dollar amount per pound of insurance was relayed by you. You were informed that amount was insufficient to which you offered repair. You were informed that repair was likely not feasible due to the extent of the damage, I’ve since obtained an independent third party estimate confirming cost of repair exceeds replacement to which I’ve already notified you of. You’ve informed me twice now by phone that you will “do right by me.” I have requested the replacement cost of the chest in the amount of $5,229.00 to which you’ve received an estimate for. I have provided the weight to you twice now in text and by phone.

  4. I want to reiterate the point that you were hired to move our items safely which you failed to do. You were well aware prior to the move they were valuable and needed to be handled with care. You are responsible for replacing what you’d damaged. Please do the right thing and address this.

  5.please see a small sample of the text conversations we’ve had where Frank is ghosting me. My spouse and I have noticed our calls are no longer going through so I assume our numbers have been blocked in some fashion.

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

  Business Response

  Date: 11/04/2024

  The client rejected our offer to pay him based on the weight of the damaged item that was not listed on the Bill of Lading.  Not sure how to proceed with the complaint.  

  Customer Answer

  Date: 11/04/2024

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

  Affordable Movers continues to replace or cover the damage of the chest which they broke. They continue to refer to a BOL which we have never seen. The insurance policy they continue to mention is insufficient to cover the cost of the damage. We have made numerous attempts to resolve this issue providing any information the company requested; to date we have received no payment and the company’s position is continuous changing showing an intention effort to evade settling this issue.

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

• Initial Complaint

  Date:10/10/2024

  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 paid for 2-movers to assist with moving furniture from an apartment to condo. There was one experienced employee (A) and the other a newer hire, limited experience (B). Once the truck was loaded, Person A asked writer if they could stop at a gas station, to which she agreed, see photo. Once parked at gas station, person A went to person B's door and told him to "Check the back" before walking into gas station to pay fee. Person B raised the trunk lift, assessment writer's items and then closed the trunk. Both writer and movers drove 20-minutes thereafter to the writer's condo. Movers backed the truck up to the writer's 2-car garage. Once the trunk was re-opened, writer observed movers from the doorway and Person A whispered to person B. Person B quickly approached the writer and stated "Ma'am we have an issue; the lamp is broken. I am so sorry". Writer replied not to worry but would inquire about reimbursement from head of company. Movers continued to unpack items until trunk was empty. The next morning, writer observed a crack on Flat screen TV, plugged it in and observed non-viable screen (broken image). Writer called dispatch coordinator (DC) to report claim at phone number ***** ********. DC stated that he would forward pictures to his lead and that someone would follow-up, unspecified date. The writer called each day requesting a follow-up on the 10/05, 10/06, 10/07, 10/08, 10/09. On 10/09 call at 4:10 PM, writer requested the refund manager's name and phone number, but DC refused to give it stating that someone would reach out to you within 30 days from now about next steps. Writer stated dissatisfaction with this time period and requested an immediate refund for the items that were broken. The total refund that I'm requesting is $667.78. I paid $665.60 for the move, so the difference is +$2.18.

• Initial Complaint

  Date:08/05/2024

  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 this company to move me from Middletown to Germantown on June 29th. The crew arrived 3 hours late and then had the wrong truck so they had to leave to get a bigger moving truck and was gone for about 45 minutes. My GE Dryer was damaged in the move and no one let us know. It has a lot of dents on the top and a big dent on the back. I had to purchase another dryer because I had laundry to do and the dryer kept tripping the breaker. I contacted Affordable Movers and was told by ***** he would get someone out to look at the dryer. I had my mother go to my home multiple times and no one ever showed. I have also contacted ******* with human resources and nothing. I think I deserve to be reimbursed for the dryer I had to purchase do to their negligence. I was okay with them getting it repaired but now at this point I have a new dryer and no one ever shows up to look at it. I just want this to be resolved asap. It is August now and no update from anyone. Very unprofessional.

• Initial Complaint

  Date:07/02/2024

  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 scheduled a move for Saturday, June 22, 2024 to move from a 1 bdr 3rd floor apt to a 1 bdr 2nd floor apt in the same bldg. Was quoted $280 for 2 hours. This service was to include 2 movers, no truck. Movers arrived 35 minutes late even after receiving a txt message confirming the 9 am appt. The movers arrived without any moving tools you would typically use to move furniture such as straps, hand trucks, dollies. Upon arrival, I showed the movers all the furniture that needed to be moved and explained where it was going. Within 5 mins of the move, I noticed ******* moving items by himself. When asked where *** was, he responded, on the phone. A short time had passed and I observed their moving technique which was slow and gradual. They continued to move furniture Individually. I asked that they pick up the speed and began to assist with moving the items to another room to speed up the process. Finally, they began to move items together. The last and final item was a 4 door chest. I watched them pull the chest out into the apt hallway without securing the doors and the left door swung back and broke off. I approached *** about it being broke and he assured it could be fixed. I then contacted the company to advise of the damage and when asked how I wanted to handle, my response was I would pay $100. The rep indicated that she would have a manager contact me. Within 20 mins, I received a txt stating they received a picture of the cabinet and that it was "fixable" and I had to pay the $280. I waited for the movers to return with the "repaired" cabinet for quite some time. I had once again contacted Affordable movers, this time, getting a new rep. Explained what had occurred and req to speak to a manager. Was told that the manager that handles this complaint was out until Mon. I finally went outside to find the movers, as I had not seen or heard from them since the cabinet was damaged. I noticed the cabinet sitting by the dumpster. Called Co for 4 days no response.

  Business Response

  Date: 07/02/2024

  Dear *** ******,
  
  Thank you for your feedback regarding your recent move with us. We appreciate the opportunity to address your concerns.
  
  Our records indicate that our movers arrived within the scheduled window of 9am to 10am, specifically at 9:44am, and completed the two-hour mini move in 42 minutes, finishing at 10:27am. We understand you requested the movers to work more quickly, and we are pleased that the team was able to complete the job efficiently and ahead of the expected time frame.
  
  Furthermore, we did not charge you for the move, despite the expedited completion. We strive to provide the best service possible and regret any frustration you may have experienced.
  
  If you have any further concerns or questions, please do not hesitate to contact us. We value your business and are committed to ensuring your satisfaction.
  
  Sincerely,  
  Affordable Movers

  Customer Answer

  Date: 07/11/2024

  
  
  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,
  
  
  
  ***** ******