Complaints

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

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  Northern Moving Systems

  406 S Boulder Ave STE 601 Tulsa, OK 74103-3869

• 

  Northern Moving Systems

  301 Route 17 N Ste 800 Rutherford, NJ 07070

• 

  Northern Moving Systems, Inc.

  1251 Arrow Pine Dr Ste E107 Charlotte, NC 28273

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:06/11/2025

  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.

  We were originally quoted $7,602 after a video walkthrough, based on specific items. Since then, we reduced our loadselling large itemsand added nothing significant. My wife has documentation showing the original list, updated list, and what wasnt taken.Despite this, the final cost was $12,730a 70% increase. We were only told to expect a ~$800 increase, never over $5,000 more. On moving day, my wife was unexpectedly told to pay $4,707 with no revised estimate or invoice and no explanation.We were charged for services (mattress protectors, mirror removal) that we were told were included. We also have missing itemsone tracked to ******, ** via AirTagand several items arrived damaged. We've contacted the company and their claims department repeatedly with no response.Two deposits totaling $3,316, which were supposed to be refunded after the move, remain unpaid 13 days after completion, despite being listed as refundable on the invoice. We were also charged an extra $2,500 because they loaded it onto a bigger truck than it was originally loaded on and could no longer fit down our street. We've made multiple attempts to resolve this via calls and emails with no resolution. We believe the company used deceptive pricing practices, failed to provide updated documentation, and is now ignoring our valid concerns.

  Business Response

  Date: 06/15/2025

  ****** and ****** *******

     The preliminary estimate was conducted through a virtual process on January 23, 2025. During this process, Mrs. ****** submitted a list of goods to be shipped, totaling 111 items. All national moving companies provide two distinct estimates before the scheduled pickup date. This is necessary due to the potential for changes in the inventory list from the time the initial estimate is generated. Mrs. ******* you included 80 additional items during the subsequent estimate. You did not disclose all of your items initially during the virtual estimation. There exists a regulation within the industry that states it is the responsibility of the customer to ensure the accuracy of their item list prior to the pickup date. There were some increases in costs during the pickup process due to the additional volume and extra ancillary charges. You accepted the explanation and the charges during the pickup process. It was only afterward that you initiated a dispute. You have claimed that both of the initial deposits were to be refunded as per the contract. This assertion is unequivocally false. Please present your contract to the Better Business Bureau to substantiate your claim that the deposits were meant to be refunded. The deposits contribute to the overall cost of the move and are deducted from the total moving expenses. We do not issue refunds for deposits. This statement is inaccurate. You did incur a shuttle charge, which was necessitated by the inability of our semi-truck to navigate your street, requiring the use of a smaller box truck. We deliver using semi-trucks with semi-trailers. We are ready to provide the complete contract to the Better Business Bureau, demonstrating that the deposits were non-refundable. We have not committed any wrongdoing in this service. Everything was clearly explained beforehand, and you accepted the terms. We wish you a pleasant day.
  
  Team Northern

• Initial Complaint

  Date:05/26/2025

  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 am in the process of completing a long-distance move of my small 1 br apartment with Northern Moving Systems. They are as close to being a scam as they legally can be. The sales person ****** quoted a low price, never offering a virtual walkthrough, which they later say they do. He rushed me through signing a contract saying that signing now was the only way to secure this great deal. Come to find out the contract stipulated they can charge:$150 extra for "long carry".$400 extra for a "shuttle" if their 18-******* doesn't fit near your building - which they won't research in advance, you find out a few hrs before they arrive.$200 extra for 2 cubic feet over the quoted amount, despite me giving exact measurements for everything over the phone.Over the course of the move, over 10 different people spoke to me. They:Messed up the pickup address.Showed up at a different time than they said they would.Didnt return voicemails or emails asking questions.Could never give me an accurate delivery window until 24 hours before they arrive, so be prepared to unexpectedly call off work. My sales person was never heard from again.3 movers picked up belongings, only 1 drops it off.Northern knows that once they have your belongings and a signed contract, they have you on the hook - so they will rush to do both of those things, then treat you with brutal contempt the entire rest of the move. Would never wish this company on anyone.

  Business Response

  Date: 06/04/2025

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

      We appreciate your submission of the review. We calculated your shipping costs based on the list of items you provided for shipment. During the collection of your items, it was noted that you wished to include some additional items to your shipment. This addition resulted in an increase of 47 cubic feet in total volume. You consented to the shipping of these extra items, which accounted for the additional 47 cubic feet, and signed the contract to authorize the crew to proceed with the services. Ancillary charges are not included in the initial estimate as it is uncertain whether they will be necessary. In a phone conversation with you, you acknowledged that the primary issue in this dispute was the shuttle charge. As a gesture of goodwill, we have fully refunded the shuttle charge. You confirmed that this resolution addresses your complaint entirely. Consequently, we are now proceeding to close your file as resolved. We appreciate your business.
  
  Team Northern

• Initial Complaint

  Date:05/21/2025

  Type:Product 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 went on-line looking for a *31353339333734363133* company to move my furniture from ********* to *******. I found Norther *32343930393637363731* *31343136333930353835* out of ************** getting. 5 star rating and multiple positive reviews. I had a completely different experience with them. Quoted an estimate price then never received any further confirmation of exact price until 10:00 pm the night before they arrived. On the phone for 1 hour going over each item which I measured the * x W x D. Suddenly price was raised $400 and he asked to have it paid by credit card right them at 11:00 pm. I paid as I had no choice they were coming in the morning and had already paid $1,000 to hold it. When the movers came they had me sign the ************* noticed it was raised $500 not $400. They contracted out to other small independent movers who picked up my furniture and another independent to deliver my furniture. Many pieces were damaged, smashed and some lost. I even ended up with someone else belongings. I reported the damage and was given a phone to call to file a claim *************. They told me to go on-line to file a claim & send pictures. I have done that. No one has called me back. The only contact is via a computer system that tells me it does not have enough information yet no name of a person, no contact phone #. Then I get an email saying they have my info and will contact me. Nothing to date! I called All *32343930393637363731* Relocation, LLC out of ***************, FLwhose name is on the Bill of Lading Contract still waiting for a response. Everyone of the contacts has a heavy *ispanic accent and does not have good command of the English language. Then I receive a call from someone saying they have no record of my claim the ******* *32343930393637363731*who the heck is ******* *32343930393637363731*. On the phone it sounded like she was outside in the middle of heavy traffic and not in an office and spoke very broken English and hung up on me when I started asking questions like Who gave you my phone number?Please help me with resolution.

• Initial Complaint

  Date:05/08/2025

  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.

  I contracted Northern Moving Systems (NMS) to move several pieces of family heirloom antique furniture from ******* to our new home in *******************. I spoke with ****** who sent me videos of their operation, how things are packed, and assured me that my furniture would not be on its sides, stacked, or otherwise to avoid damage, and that they would package it with blankets and wrap thoroughly to protect it. I gave the measurements and general description of the pieces to Jordan, and we agreed upon a price and date, with ****** once again assuring me that things wouldn't be stacked. On the day they picked up the furniture they told me I would need more space unless they wanted me to stack it. I was frustrated, but I paid a premium for extra room on the truck to ensure there would be no stacking or items on their sides and avoid damage.NMS does not actually move items, they subcontracted out to guys in rented uhaul trucks and the furniture was moved between trucks a few times. I did not know this at the time.When they showed up and brought the furniture in, it was stacked ,on its sides, and every piece was damaged. Every single piece. I eventually got connected to ******, the Assistant Director of Operations. Who told me to find an appraiser to get an estimate. I have tried, multiple times, but I can not get anyone to come out to my home to do so since it is antique furniture, and most people do not want to deal with insurance disputes. I have contacted a dozen people, and no one wants to drive out to me. I have reached out multiple times to ****** and ****** to get this resolved, as the onus should not be on me. But I am being ghosted. I have sent multiple messages and called several times. No replies to texts, email, or phone calls. There are thousands of dollars in damages and they are completely ignoring me. I am beyond frustrated. The repair costs will likely exceed the moving costs.

  Business Response

  Date: 05/12/2025

  Mr. ********,

     We are so very sorry to learn of any damages to your shipment of goods. We contacted you on 05/07/2025, requesting photographs of the damaged items. We sent the Better Business Bureau, a screenshot of the database records, with the timestamp intact. Please visit the website link below in order to file your insurance claim. We are sure that you will find our claims process more than satisfactory. If you have any questions on how to file, there are customer service numbers available on that website for aid. You may also contact us as well. Again, please accept our heartfelt apologies for any damages to your goods.

   

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

  Business Response

  Date: 05/26/2025

  ****** ********,
  
     Thank you for filing your complaint. **** we have provided you with a way to file an insurance claim. We are very sorry for the damages that you reported to your goods, but the next step is to file a claim, please. I am including below the website information in order for you to access the claims form. You have 90 days from the date your goods were delivered in order to file a claim. Please file your claim as soon as possible. I am sure that you will find our claims process adequate. Again, please accept our heartfelt apologies for the damages that were inflicted to your goods during transit. Thank you and have a nice day.

  CSI Moving Claims: Homepage   

  Business Response

  Date: 06/03/2025

  ****** ********,
  
    We appreciate your submission of the review. We sincerely regret to learn that some of your items were received in a damaged condition. We have provided you with a procedure to file a claim. We are confident that you will find our claims process to be adequate and straightforward. We did not outsource your service. Your relocation was conducted by our local representative. Every national moving company in the ************************* employs agents to carry out a portion of their services. We are no different from the leading three companies. The largest national moving companies in the ************* include ****************, *********, and ****************. The entire industry has evolved into a network of service providers. You have claimed that we have been unresponsive and have not reached out to you. This is not accurate. We have communicated with you multiple times via phone and have also exchanged emails on several occasions. You continue to assert that we have not given you a means to file a claim. However, this is not correct. Please make use of the claim filing information we provided to complete your claim. Once again, we extend our sincere apologies for any damage to your belongings. Thank you.

  Team Northern 

• Initial Complaint

  Date:01/27/2025

  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.

  please stay away from this company it is a complete scam ****** ***** and chelli and *** are all scam artist i have filed a lawsuit and police report and also did background search on the personal numbers i have from them and they hired convicted ****** and scam artists dont move with them and dont have them around your kids and belongings for I have read other complaints about theft

  Customer Answer

  Date: 01/27/2025

  *****

  Business Response

  Date: 02/03/2025

  Mr. *************************** you for submitting your review. We would like to inform you that we have not received any lawsuit or police report regarding this matter. Additionally, we have not been contacted by your attorney or law enforcement. I have provided the Better Business Bureau with all relevant notes from our database concerning our interactions with you. The only issue noted was your confusion regarding your discount, which was clarified to your satisfaction. Your recent allegations against our company and its employees are unfounded and regrettable, in which you should be ashamed. Our investigation into your claims has concluded that you appear to be attempting to secure a discount through a complaint to the Better Business Bureau. Consequently, we will not be offering any additional discounts. Wishing you a pleasant day.

  Business Response

  Date: 02/18/2025

  Mr. *********,

  
  Thank you for submitting your review. We would like to inform you that we have not received any lawsuit or police report regarding this matter. Additionally, we have not been contacted by your attorney or law enforcement. I have provided the Better Business Bureau with all relevant notes from our database concerning our interactions with you. The only issue noted was your confusion regarding your discount, which was clarified to your satisfaction. Your recent allegations against our company and its employees are unfounded and regrettable, in which you should be ashamed.  We have a good company, and we always attempt to satisfy every one of our wonderful clients. Our investigation into your claims has concluded that you appear to be attempting to secure a discount through a falsified complaint to the Better Business Bureau. Consequently, we will not be offering any additional discounts. Wishing you a pleasant day.

• Initial Complaint

  Date:01/07/2025

  Type:Billing 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.

  On December 31st they loaded my household into a truck. They then subcontracted the moving to a different comp, Green Planet Movers, who then charged me another 50% after the contract was already signed!!!

  Customer Answer

  Date: 01/07/2025

  This issue has been resolved 

  Business Response

  Date: 01/07/2025

  Dear B.B.B.,

     This complaint closed this morning prior to myself receiving this Better Business Bureau complaint just now. Mr. *********** wishes for this complaint to be dismissed. He states that he has reached out to you to get the complaint deleted. Thank you and have a nice day.

  Customer Answer

  Date: 01/07/2025

  This has been resolved. Please remove 

  Customer Answer

  Date: 01/07/2025

  This has been resolved. Please remove 

   

• Initial Complaint

  Date:11/21/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Movers pick up my property on Friday November 1st from my home in *********** ** to be taken to storage as I was told in ** to be delivered to my new home in ************ some time after December 15th.I received a call today to say my belongings are on the truck to be delivered to NC on the 14th and will arrive sometime on Saturday. I haven't closed on the house and don't own the house yet why would they have put that date on the papers. I even discussed with the salesperson an extended time in storage and how much that would cost ****** I'm being told today, I signed a paper with the incorrect date on it, which wasn't given to me.. The paper I signed, I was told this was acknowledging the pick up of my items. For the last two week and prior to I asked where and how was my belongings being stored. I also asked for pictures.

  Business Response

  Date: 11/22/2024

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

     We appreciate your bringing your complaint to our attention. Prior to addressing the specifics of your concern, we would like to clarify the concept of the "first available delivery date" and its significance. When we initiate the packing process, we inquire with each client about their availability to receive their goods. The date they provide is recorded as their first available delivery date. This information is documented on the shipping paperwork to ensure that the goods do not arrive at the delivery location before the customer is prepared to accept them. We have submitted a copy of the Interstate Bill of Lading to the Better Business Bureau. Notably, the first available delivery date is indicated as November 14, 2024, which was provided by you during the pickup process. Although you assert otherwise, this information is accurate. The first available delivery date is always determined by the client. The shipment was collected on November 1, and you confirmed your availability to accept the delivery starting from November 14. Upon discovering that the goods were en route for delivery, you indicated that you would not be able to accept them until December. Consequently, we had to return the goods and place them back into storage, for which we will be charging you for the additional storage costs. However, we will not impose a redelivery fee, as we believe this is a fair resolution given the circumstances of this service. We thank you for submitting your complaint and appreciate the Better Business Bureau for reviewing our response.

  Business Response

  Date: 11/22/2024

  Business

  Most Recent Message

  Date Sent: 11/22/2024 10:04:55 AM
  

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

     We appreciate your bringing your complaint to our attention. Prior to addressing the specifics of your concern, we would like to clarify the concept of the "first available delivery date" and its significance. When we initiate the packing process, we inquire with each client about their availability to receive their goods. The date they provide is recorded as their first available delivery date. This information is documented on the shipping paperwork to ensure that the goods do not arrive at the delivery location before the customer is prepared to accept them. We have submitted a copy of the Interstate Bill of Lading to the Better Business Bureau. Notably, the first available delivery date is indicated as November 14, 2024, which was provided by you during the pickup process. Although you assert otherwise, this information is accurate. The first available delivery date is always determined by the client. The shipment was collected on November 1, and you confirmed your availability to accept the delivery starting from November 14. Upon discovering that the goods were en route for delivery, you indicated that you would not be able to accept them until December. Consequently, we had to return the goods and place them back into storage, for which we will be charging you for the additional storage costs. However, we will not impose a redelivery fee, as we believe this is a fair resolution given the circumstances of this service. We thank you for submitting your complaint and appreciate the Better Business Bureau for reviewing our response.

• Initial Complaint

  Date:11/05/2024

  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.

  I am writing to formally request a refund for issues encountered during my recent move with ********************************* Systems. I paid a total of $4,671, which included $3,271 for the contract, plus $300 for additional storage, $400 for a shuttle service, $300 for extra carrying services, and an initial tip of $400.I have significant concerns regarding the service provided:Storage Charge Discrepancy: My initial quote stated a monthly storage fee of $150. However, the quote has since been removed from your website, and my request for confirmation remains unanswered. I was assured when signing the contract that the terms aligned with the initial quote, which does not appear to be the case as I was then charged $300 in the moving contract.Item Damage and Insurance: Several items arrived damaged, including a destroyed mattress and screen, a damaged desk, and a trestle table in poor condition, despite paying $300 for an additional month of storage. The delivery supervisor acknowledged improper packing as the cause of the damage. However, I have yet to receive any response regarding insurance claim information for these damages.Unnecessary **************** I was charged an additional $400 for a shuttle as I told it was needed. Reviewing the contract. an 18-******* could have accessed the rear of my building and thus this charge was unwarranted.Poor Communication and Delays: Although I provided the delivery location on September 25th, the driver was assigned only on October 3rd, with the final delivery taking place on October 21st after two rescheduled dates. The days immediately prior to the delivery (Wednesday to Friday) were marked by a complete lack of communication. End to end I had to make 24 calls to dispatch to facilitate the delivery, which was both time-consuming and stressful.

  Business Response

  Date: 11/07/2024

  ******* ********,
  
     We appreciate your communication regarding your concerns. You incurred a total charge of $3,271.00 for your volume charges. Despite the addition of ten items during the pickup, we did not increase your volume charges and allowed you to ship these additional items at no extra cost. You mentioned that your initial storage quote, as per your original contract, was $150.00 per month; however, this is inaccurate. We will be providing the Better Business Bureau with a screenshot of your original estimate for their review. The only reference to storage in your contract indicates that the first month is complimentary. You chose to extend your storage, and we provided you with a quote for that service, which you accepted and signed.
  
  Additionally, we utilized a shuttle service to complete your delivery, which incurs an accessorial charge that was clearly explained to you. You accepted this charge, and we proceeded with the service. All potential accessorial charges are detailed in our contract and communicated to our clients. It is not uncommon in this industry for clients to dispute charges after services have been rendered. Mr. ******** accepted his invoice and is now seeking refunds through complaints. We do not issue reimbursements for unfounded claims made about our company in online platforms or to regulatory agencies.
  
  We take pride in our packing team, who are among the best in the industry, having completed a rigorous 9-hour training course on proper packing techniques. At no point did any delivery personnel indicate that your items were inadequately packed. Such statements only serve to exaggerate your other grievances. We kindly request that you provide photographs of the damaged items. Please send these images to ******************************** You were sent information regarding the claim filing process yesterday, and you have 90 days from the date of delivery to submit your claim. We regret to inform you that compensation will not be provided in this instance. Thank you, and we wish you a pleasant day.
  
  Dear B.B.B.,
  
  Kindly examine the attached screenshot, which demonstrates that there is no reference to a $150.00 monthly initial storage fee. Thank you.  

  Customer Answer

  Date: 11/09/2024

  I am rejecting this response because:   

  Hi, I think my response can be quite brief here. Please see attached screenshot from the dispatch (your employees) which noted that that the items were not packed correctly. Please also refer to the files originally attached which show pictures of the damage. 

  I would request you to provide the full quote that was provided (rather than snippet of a part of it) so we can resolve the second issue quickly.

  Kind regards, *******

  Business Response

  Date: 11/12/2024

  
  Dear ******* Kalgovas,
  
  
      The full estimate cannot be submitted through this platform, because it's too large. We are emailing it to you, along with instructions on filing your claim. The estimate outlines the shipping costs for the 40 items you contracted us to transport. On the designated pickup day, we collected a total of 50 items. All moving companies charge additional shipping costs, if items are added during the pickup process. We are always very clear explaining this to our clients. It is always disheartening to learn that a client has experienced transit damage to their belongings. We encourage you to initiate a claim, and we will be sending you the necessary information for filing. Please note that you have a period of up to 90 days from the delivery date to submit your claim. We sincerely apologize for any inconvenience this may have caused and hope that you find the claims process to be straightforward and efficient.
  
  
  Sincerely, 
  Team Northern

  Customer Answer

  Date: 11/14/2024

  I am rejecting this response because:   

  Thank you for your response. While I appreciate the progress, I dont feel weve fully addressed my concerns. 

  Pursuing the insurance route does not feel like the appropriate resolution. When I initially contracted your services, I was promised a seamless experience, but what was delivered fell far short of that. Fulfilling the basic terms of your contract should be standard; insurance claims are meant to cover unexpected mishaps, not repeated service failures. The 24 calls I had to make to arrange delivery, the multiple reschedules, and the damages from improper packaging indicate a breakdown in service that warrants compensation.

  Furthermore, paying for an extra month of storage and a $400 tip for this level of service feels unreasonable. Im also concerned about when you became aware of the damage to my items. Charging additional fees for direct drive and long carry to deliver broken items if you already knew they were broken feels particularly unjust.

  Given these points, Id prefer to resolve this matter through direct compensation for the replacement of the damaged items and a refund of the delivery fees, rather than through an insurance claim.

  Thank you for your attention to these concerns. I look forward to a fair and prompt resolution.

  PS I still havent received the insurance claim details or the complete quote attachment.

  Kind regards,

  *******

  Customer Answer

  Date: 12/01/2024

  Hi, I would like to provide some additional information on the purchase and replacement cost of the items that were damaged.

  **** Desk $159 (+ tax) (see receipt), now $199 (+tax) (see ******************************************************)

  Bed $556.16 (see receipt), now $966.76 (see receipt)

  Computer screen $119.9 (+tax) (see receipt)

  Table $68.34 (see receipt)

   

  I hope that this assists in the resolution of this matter

   

   

   

  Business Response

  Date: 12/02/2024

  Mr. *********************************   We sincerely apologize for the damages incurred during your transport. As previously mentioned, Northern Moving Systems has a claims process in place. The necessary information for filing your claim has been sent to your email. The terms of your agreement with Northern Moving Systems are detailed in the contract. You can find the coverage you chose for your move, along with the associated terms and conditions, within that agreement. Please accept our heartfelt apologies for the damage to your personal belongings. We trust that you will find the claims process to your satisfaction. The coverage level you selected will be upheld, and your claim will be processed accordingly. Wishing you a pleasant day, sir. ***** you. 
  
  
   Team Northern.

  Customer Answer

  Date: 12/18/2024

  Hi, Slightly confused about the closure. I still haven't received any insurance information from them for me to claim against. I would have thought you would at least requested them to provide this. 

  Customer Answer

  Date: 12/29/2024

  Business is being completely unresponsive and have not responded with insurance details as they promised in BBB complaint. Please advise how to proceed. Thanks, *******

  Customer Answer

  Date: 12/30/2024

  Hi, this is a follow complaint from Complaint ID: ********. The complaint was closed by BBB but Northern Moving Systems have not provided me with insurance details to make a claim as they stated they would do in prior complaint. There is a time limit on when I can make an insurance claim and this is limiting my options.

  Business Response

  Date: 12/30/2024

  ******* Kalgovas,
  
  
     The link to file your insurance claim online is below. Please visit the website and file your claim accordingly. When the form asks for the carrier's name, that will be Green Planet Moving and Storage. The processing time in order for you to receive the reimbursement check can take up to 90 days. Please remain patient as the insurer processes your claim. Thank you and have a nice day.
  
  
  ****************************************************;

• Initial Complaint

  Date:09/03/2024

  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.

  The start of our move with the company expected arrival for pick up of our items was July 22. The company's representative ******* ***** was not reachable. He would respond by text but they were not to address any concern or questions we have until he became completely unreachable. FInally we found someone from the company to help us and finally have our pick-up date to July 24. The company that was introduced to us was a complete lie. They said they did not contract out any of their services which was incorrect. From the pick up of our items, to transfer from ******** to **********, 3 separate companies contacted me then finally the last company had our stuff 2 weeks later to which had 2 men come with our items who were also contracted out with the current company in hold of our items. Everything was broken and over $5000 worth of items were broken. Since then, we have tried to contact the company but have received no response on how to submit a claim for these items. Everything about this business has been unprofessional and a scam.

  Business Response

  Date: 09/10/2024

  UPDATE: We have requested the photos of the damaged items multiple times. We have not received them. We would like to review the photos. You may send the photos to the email address below. We will assess the damage, and respond. Thank you.

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

• Initial Complaint

  Date:08/23/2024

  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.

  June 2024 contacted ******* *****, Senior Moving Consultant at Northern Moving Systems *** for a quote to move out of state. He said we do a video walk through of all of your property to ensure there are no surprises when it is time to pick up property. Video walk through completed and quote given of $7,922.00 and was told it goes by volume not weight. I asked what happened if they estimate wrong, are we liable for the difference I was told no it will not be wrong as he overestimated the space needed and is always right on. He mentioned several times it is a binding agreement and we will only owe $7,922. Move day arrives and ******* says we will not fit in the truck he brought because for example the inventory list says 6 dining room chairs but they are double so 12 chairs because they are counter height. He says the desk counts as double because they said desk but it is a secretarial desk so much bigger and so on and so on so we will owe an additional $2,058. I said all of these are on the video walk through and the company is the expert not me so they should have listed it that way. We contacted ****** ******** Asst ******** of Operations and after several hours of her raising her voice and speaking very unprofessionally to me and the ******* over the phone she finally told my husband she would help us out once our property was delivered with a discount. Property delivered and we paid a total of $9,880. Called Chelly for a week straight and she dodged our calls, texts and emails and finally called when I sent an email saying I would be pursuing a different route if she did not call us back. She called and said all she could do is $100 off! Property arrives and we had a massive amount of damage to it. Boxes marked FRAGILE were crushed and holes through them. Items still wrapped in blankets and taped had holes in them, were scratched, gouged, cut and torn. This ruined a 55 inch TV, several sofa and end tables, kitchen table, dressers & 2 arm chairs. So disgusted!

  Business Response

  Date: 08/26/2024

  We are very sorry for the damages associated with your transport. As discussed over the phone, Northern Moving Systems does have a claims process. The phone number and website address to submit a claim, have been provided to you. The agreement between yourself and Northern Moving Systems is outlined in the contract. The coverage you selected for your move, and the terms and conditions of that coverage, are available within the agreement. Please know that we are very sorry for the damage of your personal belongings. We hope you find the claims process satisfactory. The coverage level selected by you, will be enforced, and your Claim will be handled accordingly. We outsource our service-related complaints for proffessional investigation. The investigation can take a couple of weeks, so please remain patient during the process. We will provide the results of the investigation to you, and the Better Business Bureau. Thank you for your patience in this matter. 

  Business Response

  Date: 09/02/2024

  Thank you for filing your review of our company. We perform our virtual estimations, employing as much accuracy as possible. Upon completion of the estimation process, client's are prompted to confirm their list of goods as accurate, prior to their pickup date. The virtual was performed on 06/14/2024. As is protocol, we contact our client's days before their pickup, in order to confirm if they need to add or subtract from their list of goods. We contacted you on 07/19/2024, and you said you were removing a few items, so no additions were made. We were surprised after our arrival that you added 30-items to your list. The original item count was 168. You shipped 198-items. You stated that you asked if the estimate was wrong, that you were told that you wouldn't be liable for the difference in cost. That is simply not true. We charge by the space occupied within our transport unit, by the list of goods shipped. If you ship more, the volume costs increase. You were informed of this during the verification details, provided to you, by our customer service staff. Below is the database record of the verification. A verification is a process where general information regarding a client's upcoming services are explained. Below is the database record of the verification. 
  
  
  182243505 ******* 06/21/2024 11:46:33 am ********** N******* ******* ****** & *** ******-Verified, CS welcome email, E-sign, addresses, phone numbers, p/u and backup date, COI email sent and explained. QA-explained the price will remain the same unless items are added, delivery window BEGINS on date they give- delivery 7-21 Business days. Process explained: after your initial deposit your balance will be split into two (2) payments. Up to 70% of balance is due at pick up. This can be paid via cash, certified cashier`s check, credit card with convenience fee, money order, etc. Payment in full of all charges is required before delivery and prior to unloading. Dispatch to call the afternoon before to give p/u time, informed the customer to review the inventory list for accuracy and boxes explained. FADD explained. ************
  
  
  
  
  The reason the volume costs increased was solely due to the shipping of 30 additional items. We would have honored our estimate at the 168-items we quoted. We also gave the client the option of shipping the 198-items at the revised cost. The ************** chose the latter, then filed a review after they received their delivery. We are not responsible for cost increases stemming from the shipping of additional goods. We are upfront with all of our client's as it pertains to this stance. If you ship more, you pay more. This is common sense. We are providing the Better Business Bureau with a copy of your interstate bill of lading. The 198-items shipped are clearly visible, and easy to ascertain. 
  
  
  We are interested in seeing the photos of your damaged items. Northern Moving Systems does have a claims process. The phone number and website address to submit a claim, have been provided to you. The agreement between yourself and Northern Moving Systems is outlined in the contract. The coverage you selected for your move, and the terms and conditions of that coverage, are available within the agreement. Please know that we are very sorry for the damage of your personal belongings. We hope you find the claims process satisfactory. The coverage level selected by you, will be enforced, and your claim will be handled accordingly. Thank you for your business.
  
  
  Team Northern

  Customer Answer

  Date: 09/04/2024

  I am rejecting this response because:   Your company is disgusting. It is a complete scam! I am not going to argue anymore. We added 20 boxes and it cost over $2,000 more. You knew we had no choice but to pay as our entire house was packed and we had no choice but to pay. Horrible customer service and no sense of doing the right thing. I submitted a ton of pictures not sure why you did not take the time to review them. We already did file a claim and your company added insult to injury and offered us $86.00! That is pathetic. You ruined a 55 ******* by putting a hole in it. That was 1 of 13 items you broke or damaged. $86.00!! It will cost us more than $86 to pay for a notary that you are requiring us to use to accept the $86.00. ********! I have and will continue to tell everyone I know to steer clear of your company. I shared the pictures and my story and so many people have continued to share it. You know what you do is not right. You should have basic human decency and you do not. We paid over $10,000 to your company and nobody even picked up the phone to try to make this right. Nobody took the time to look at the damage done. I don't care what the contract says nobody ever thinks it would be possible to pay a company to break and ruin your belongings. ABSOLUTELY DISGUSTED!

  Business Response

  Date: 09/04/2024

  Ms. ********** style="color: rgb(34, 34, 34); font-family: Arial, Helvetica, sans-serif; font-size: small;">
    We are not responsible for added inventory during the pickup of your goods. It is our customers responsibility to confirm their list of goods, prior to the pickup date. You had two opportunities to add in all of your inventory, and you left out 30-items. We arrived under the obligation of the list of goods you signed to ship, at the cost quoted. It's not our fault that you added 30 additional items during pickup. That was a choice made by you, ma'am. We apologize for any transit damages that happened during the transport. We do not have the photographs of the damaged items that you mentioned that you sent. Can you please resend them to ******************************** We do not control the rate of the claim reimbursement. The $0.60 cents per pound coverage, is the industry-wide rule of the ****************************. This is free minimal coverage that every carrier must provide to their client's. All of our client's are offered additional coverage through the insurer. As requested, we would like to see the damaged items, please. You alleged within your initial complaint a question to the estimator. You asked, "what if the estimate is wrong?" It doesn't matter, because we guarantee our price according to an accurate list of goods. If you add to the list, of course, the shipping charges will increase. We understand it is tough sometimes to make a mover aware of everything you intend to ship, but we shouldn't be the guilty party in cases such as these. We operate like any shipping company. You are charged according to how much you ship. We had a past job where the client didn't add the contents of their 6X10 outside storage unit, when the quote was formed. When we arrived to begin packing, he asked us to add the contents of the unit. We agreed to do so, and then he became angry when we quoted him the revised cost to ship everything. He shipped everything, then filed a complaint, as well. We record everything that you tell us you plan to ship, during the virtual estimation. We send you your inventory list, and we request that you verify it for accuracy. You get a second opportunity days prior to pickup, to add items, or subtract items from your inventory. The additional 30-items would not have been a surprise to us, nor the added cost to ship, to you, if they had been added prior to pack-day. Our company is not "disgusting." We are a good company, who appreciate all of our customers. We merely do not ship items free of charge. No other shipping company does either. Thank you for filing your review. 

  Customer Answer

  Date: 09/04/2024

  I am rejecting this response because:   Like I said I am not arguing anymore with you. Your company is DISGUSTING and I have never been treated so poorly. You want me to send the pictures to Chelly? I am not sending anything to ******. She is your Asst ******** of Operations and I have already had the absolute displeasure of having to deal with her. She actually screamed at me and the ******* who was moving us on the phone. She was incredibly rude and unprofessional! She promised my husband she would help fix the problem once our property was delivered. She did not return our multiple calls and messages for an entire week then had the audacity to say she received none of our messages and did not know we were trying to get a hold of her. Only when I said I would go a different route did she send an email asking "are you not receiving my emails?" What a joke! She dodged us for over a week! Her resolution was $100 off. Again, disgusting, the way we have been treated. Yes, I know it is all our fault and your company has done absolutely nothing wrong. We are just sad people making things up. If everything you say in your reply is true then the least you could do is put yourself in our shoes. We paid over $10,000 for you to ruin our property. Why should I take the time to attach all the pictures AGAIN when you are not even willing to have an open dialogue and take any responsibility for your part in this matter. The pics are all attached to the complaint above! Maybe you have to contact the BBB to view them but I have already attached them all. I cannot attache them again as it limits my upload and I cannot zip the folder.