Complaints

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

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  Superior Moving & Storage, Incorporated

  5101 Unruh Ave Bldg 1 Building 1 Philadelphia, PA 19135-2914

• 

  Superior Moving & Storage Inc.

  177 S Centre St Ste G Merchantville, NJ 08109-2220

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

• Initial Complaint

  Date:11/07/2023

  Type:Product 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 rented storage unit on Oct 1, 2020 until Oct 2, 2023. I had a moving company bring my items to Superior Moving & Storage Inc. The items were shirts, jeans, jackets, sneakers, one lamp, two tv's 19 and 32 inches, microwave, queen mattress and box spring, bed frame, and three box fans. Went there with my son on November 2, 2023 to get my items and they were not there. They had old furniture wrap with plastic and some of the furniture was broken. I asked where my items was they could not give me a answer. Call a few times to see if they had my things they just gave me the run around. I got police report on November 2, 2023 for my items missing. I would like to get my money back for breach of contract please help me. I do not have money to waste.

  Business Response

  Date: 11/08/2023

  This is a scam, she tried to get money from us before she even went to her storage unit. She brought her key with her and it opened her storage unit and she has the only key, enough said. This is all a scam, the police officer even said pretty much the same thing. There is no way to get inside her storage unit without cutting her lock off which obviously didn't happen. Total scam to try to get some money

  Customer Answer

  Date: 11/08/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I was not able to get my items in the storage unit. I plan on going to court and let the judge make a decision.
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:09/22/2023

  Type:Product 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.

  Superior moving was asked to assist moving instructional materials from one part of the school to classrooms, all internally- nothing was to be moved off-site. The approximate cost was supposed to be between $600 to $800 dollars. Several people showed up and were not cooperative, they were ordered off of the school premises by the principal within 2 hours. Later a bill was sent for over $7,200 The school was billed for Trucks, Fuel and several hours of work. Non of this was agreed upon or approved by the school administration or board. This is fraud and harassment. Our school did not move locations, nor did we ever request trucks. I have asked to see signed agreements or documentation, they don't have it and just threaten us. Enough is enough, please help!

  Business Response

  Date: 09/22/2023

  The signed agreement is attached here. We received a call from their company around 10 AM saying they had an emergency and needed moving services right away. We got a crew of a bunch of movers over there THAT DAY! That is not normal. Most moves are booked weeks in advance. Everything was agreed upon, the contract was signed and we completed the move. Instead of denying that you hired us and then denying that you had a signed agreement, denying that you're going to pay us, and instead of making a complaint with the BBB, maybe you could talk to us and we can come to a resolution. Now they are refusing to pay anything? How about as a show of good faith we take off the credit card surcharge, the fuel surcharges, and the late fee? That would be a discount of about $950. Would that be acceptable to pay the bill and remove the BBB complaint?

  Customer Answer

  Date: 10/02/2023

  This has not been resolved at all, we still would appreciate your help in getting this company to stop the harassment of our school.

  Business Response

  Date: 10/06/2023

  This school hired us, received our service and refuses to pay. They just want a free move. We are sending to collections and small claims court

• Initial Complaint

  Date:06/15/2023

  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.

  **** and his crew arrived on May 30 to move my mother's belongings from ** ******** ****, wayne PA to a senior living facility in Phoenixville PA . Scheduled to arrive between 8-10am, they did not arrive until 11:30 am. During the job, I sent pictures (attached) to **** via text. **** apologized, stated that the movers were "rookies" and that he forwarded the pictures to the office and they would contact me for resolution. On june 1st, after not hearing back I called the office and after several minutes on hold was rudely told to send pictures over and someone would call me. I sent text and pictures over at 2:28pm. Followed up on June 6th via text message and June 8th via phone call and have not heard back. Was charged $849.00 for their service. Would like compensation to get the 7 pieces of furniture (scratches, dents, chips) fixed. I was not able to get a picture of the glass they shattered as that was thrown away. Please do the right thing!

  Business Response

  Date: 07/01/2023

  We have tried reaching out to the customer directly. We are waiting to hear back from the customer

  Customer Answer

  Date: 07/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************
  

• Initial Complaint

  Date:03/11/2023

  Type:Product 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.

  RE: Tracking #******* ****** order# ***-*******-******* I ordered a **************** by ****************** Shore 9 Drawer Dresser with marble top on 1/31/2023. The carrier, ***/Superior Moving/*****, told me that they would not set the dresser up in my room and that they would only deliver it to the inside of my door. I knew I could not move the dresser myself so I canceled the item. I have a message from # ************ saying that they were going to deliver the item but I told them I canceled and rejected the order. I received a message from ****** that I would receive a refund in 3-5 days from 2/10/23. When I did not receive my refund, I called ****** back and spoke to guy named ****. They then told me it would take 10 days. When I did not receive it then, I called back. I was then told it would take 30 days to get my refund. I waited the 30 days. I called ****** back. I was then told that I needed to contact the carrier because they have not received the dresser back. This was NOT stated in any message I received online or through email that I could not get my money back until they they received the item back. ****** told me I needed to call the carrier and ask where the shipment is. I called the carrier, NSD on 3/11/23 and they told me that ****** DID recognize that the item was canceled and that ******'s policy is to give me a refund. Since ****** refuses to give me a refund because they have not received the item back, the item is still considered mine I guess.***/Superior Moving would not give me the status of the shipment back to ******. I'm hoping that the item is just sitting in a warehouse waiting to be shipped. If ****** does not receive the item back ASAP so I can get my refund, I'll have to consider this a theft and get the authorities involved. I sent *** and Superior messages explaining the situation as well.I hope to get this resolved without having to go the legal route but someone will be refunding my $1,673.27.

  Customer Answer

  Date: 03/14/2023

  Superior Moving was contracted by *** to deliver the dresser locally to NJ.  ****** contracted the shipping company, ***, to ship the dresser from  ******.  *** then had a local company, Superior Moving, deliver it to my house.  I canceled the order and never took possession of it.  Superior Moving still has the dresser and it has been 30 days.   I contacted *** because ****** entrusted the item to *** originally.  *** would not give me an update of the shipping status back to ****** and they would not give me the phone number of the movers that was supposed to deliver it to my house.  However; I saved the message from Superior Moving from when they were set to deliver the dresser but I had already canceled it.  That is how I know the dresser was last in Superiors possession.  My complaint involves both *** and Superior.  I’ve filed a complaint against *** too.  *** had the responsibility of shipping the dresser but it is in the possession of Superior.  To me it seems like there's a scheme going on.  They thought ****** was going to just refund my money and then they could do what they wanted with my dresser.  *** kept avoiding telling me where the dresser is which makes me think they deliberately kep it.

  The letter was added to let Superior know that I complained against *** as well.

  Business Response

  Date: 03/17/2023

  Hello I'm sorry but it sounds like your issue is with ****** or ***. We are only a third party hired to deliver the items and we did what we were supposed to do.

  Customer Answer

  Date: 03/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  You did not do what you were supposed to do.  You did not return the dresser to ******.  The dresser was never in my possession and you were the last ones with it.  Basically, you CLEARLY just stole it.  Please provide confirmation that it was sent back to ******.  I have ordered furniture from them before and canceled it without incident.  Clearly you running some kind of scheme.  Good luck dealing with all of the complaints coming your way!  See you in court.  LIAR!!!

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

  Business Response

  Date: 03/24/2023

  We went back and found the receipt from when it was shipped back to Amazon on FEBRUARY 10TH, 2023. It was picked up by ***** shipping. Attached is the receipt

• Initial Complaint

  Date:03/07/2023

  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 had my items in storage for 5 years from Oct. 21,2018 until I was able to build my credit and buy a house on 1/13/23. Once I got the house I requested to have my storage delivered. They brought my stuff and before unloading asked my to pay. I paid and I noticed that my children's bunk beds and mattresses were not there but they had record of how many beds they had and I also kept my copy from 5 years ago. I called the owner for 3 months to resolve. Now not taking my calls and still no beds and mattresses for my kids. I've since bought them new beds but would like to be compensated because I do not want a used bed or mattress so to bed bugs or anything else. Please assist. I need help with this company thank you

  Business Response

  Date: 03/09/2023

  Hi we have worked out an arrangement with the customer Thank you

  Customer Answer

  Date: 03/23/2023

   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I spoke to the owner **** and was assured he would work on it. Even had me come in for a replacement on 3/10/23 but still waiting for delivery. Reached back out last week and was told it may be 10 days. The issue has not been resolved yet so please don't close my case. Thank you for your assistance in this matter. I can update you in the future. Hopefully it will resolve soon.
  
  
  
  Regards,
  
  
  
  ******* ****
  

  Customer Answer

  Date: 04/04/2023

  The complaint has been resolved they have assisted me and replaced my items fairly and properly. Thank you for the assistance and I've given them to good reviews on BBB and on ****. So the bad complaint can be removed. Thanks again 

• Initial Complaint

  Date:02/20/2023

  Type:Delivery 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 Nov 20th 2022 I ordered furniture from ***************. My furniture was delivered to Superior moving o during the week of 1/30/23. On 2/6 I received a text message to confirm deliver on 2/7/23 3:30-7:30 PM to my house. Superior Moving was a no call , no show. I called on 2/8 I spoke to the scheduler and He stated my order was on the truck to be delivered the same day being 2/8 , again no call, no show. I received another text message on 2/17/23 to confirm a delivery for 2/20/23 10:30-2:30 I confirmed via text again. Then I called the company at ************. They confirmed they had all of my order and stated that my delivery time was already bumped to 4:30. Today is 2/20/23 and I called again to confirm my appointment. The female scheduler not only can not find my order. She stated I am not on the schedule and She can not find my order. I asked for a Supervisor - She stated there is not a Supervisor to speak with and hung up on me. I called back and She place me on hold for 19 min 32 seconds and then eventually hung up on me. Apparently this company does not understand the consumer protection laws.

  Business Response

  Date: 02/24/2023

  We are sorry about the issues so far. We received the wrong items for ************ so the company she purchased the items from had to resend her order to us. Once we receive the correct items, we will contact her to deliver them.

  Customer Answer

  Date: 02/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: The business is flat out lying, as they accepted an order for an item that was not manufactured. My items was not lost, nor was it ever.

  I made a simple phone call to ****** the manufacturer on 2/20/23 at 2:24 PM and they looked up my order. ****** informed me that they called *************** on 1/13/23 and informed them that the item will not be produced for delivery until April 2023. On 1/16/23 ************** started scheduling delivery dates and time and brought the delivery company into their web of insanity. At no point was I ever told by ************** that my item would not be produced until April. 

  Since the BBB has contacted the company they now show my order as placed on  hold and to call them. See attached. NOTE: it is their responsibility to call/contact me personally. that does not mean take out a webpage billboard to get calls. 

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

  
  

  Business Response

  Date: 02/27/2023

  It sounds like the consumer's complaint is with the manufacturing company not Superior Moving. It's not fair to leave a bad review for us and to say that we are flat out lying. We have nothing to do with the manufacturing company ****** or ***************. We are contracted to deliver the items once they are made and delivered to us!

  Customer Answer

  Date: 02/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************
  
  

• Initial Complaint

  Date:08/26/2022

  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.

  On 8/24/2022 a Superior Moving and Storage truck arrived at my home. I had not engaged with this company to move anything for me. The moving truck backed down my drive. While backing down my drive the truck struck a tree in my front yard that is part of my landscaping. The truck ripped branches off and destroyed the appearance of the tree which is part of my landscaping design. The driver admitted he was at the wrong address and apologized for damaging my tree. I contacted the company and sent them pictures. They sent a person out who was not a landscaper to cut the broken branches off. This only made things worse and now they refuse to respond to my emails and messages. I am now stuck with a cost to correct the damaged tree cost due to the negligence of Superior Moving. I only asked that they cover the cost of the tree to be re-trimmed to align with my landscaping design.

  Business Response

  Date: 08/30/2022

  Hello,

  We sent someone out to **.  **********'s house the same day. The gentleman we sent out had 9 years of landscaping experience.  Steve removed the broken branches and trimmed the effected area. He offered to trim the other side but the customer declined.

  We did not ignore any of *******************'s email as a matter of fact I sent the last email and he did not respond to me. I asked that he send a picture of the tree showing and pointing out what he considers to still be wrong with the tree. 

  I have attached two pictures, one is of branches removed and the other is a picture of the tree after it was trimmed. As you can see the tree looks fine and I don't understand what else ********************* thinks still needs to be done to the tree.

  Business Response

  Date: 09/07/2022

  Did ********************* get an estimate for the tree and can we see it. I also requested pictures of what he believes is still damaged on the tree and he has yet to provide us pictures. Tell us why here...

  Customer Answer

  Date: 09/07/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have provided pictures already so not sure why additional pictures are being requested but I will take additional pictures and send them.  I also will have my landscaper provide an estimate to trim the tree and submit as well. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:07/22/2022

  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.

  My husband and I hired Superior Moving and Storage to deliver our home from their storage facility on May 4. In this day, I witnessed one of the men on the back of the truck coloring in deep gouges on the table top. When they brought the table into the house, we were shocked to see more damage around the edges. Unfixable damages. This was brought to the lead movers attention, where he called the office and gave me the option of sending it back at that moment or having someone come out and assess the damage. I opted to have someone come out. No one came or called from the company for a couple of weeks. After multiple phone calls and people saying they would call back and don’t, we finally got someone come pick up the table. This company had our table for over 2 months. They stopped answering our calls unless we called from a different number. We spoke to multiple people who gave us completely different explanations from each other. Finally we got the table returned to us on July 22. Completely disappointing to see what they called fixing. They took the pattern out of the tabletop. They tried to color in some of the scratches with a black marker on a brown table. It looks worse now than it did before. In my opinion, this table was not fixable. We chose this company because they claimed to take care of the military and veterans., iIf this is how they treat the military and veterans shame on them.

  Business Response

  Date: 07/25/2022

  We are sorry that the damage occurred and that the customers are unhappy with the repairs that were made. We can put the claim in through our insurance company for the customer. The level of coverage the customer chose is $.60 per lb. If that table weighs 100 lbs, the insurance coverage is $60. We are willing to put it through insurance or offer the customer $200 out of our own pocket to settle the claim 

  Customer Answer

  Date: 07/26/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that accepting the offer off $200 will be satisfactory to me. 
  
  Regards,
  
  *******/*********************