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Business Profile

Moving Services

MoveCrew, LLC

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/19/2025

    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.
    Each transaction is listed.
    Surcharge 3% when using debit or credit card verse no surcharge when paying cash.
    Different pricing in each estimate.

    Business Response

    Date: 06/05/2025

    This has been resolved & the client is happy with the resolution. Please see the ****** review as reference 
  • Initial Complaint

    Date:02/06/2025

    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.
    MovingCrew completed a residential move (household move of approximately 10 miles) on November 1, 2024. The actual cost was approximately 20% higher than the quote and was justified because "...packing time was significantly higher than was figured in the quote...". The scope of the job did not change from the onsite visit which generated the quote; therefore, I don't understand why I was penalized because they under estimated the time required for the job.
    Also, they broke an Ethan Allen pedestal table which they took with them on November 1st to be repaired; the table has not been returned as of February 6th. Other furniture damage was found after completion of the move (paint chipped on vintage iron bed) but has not been reported to MoveCrew since they cannot be reached by phone. Multiple calls to the MoveCrew owner over the past 60 days have gone to voicemail and have resulted in NO return calls. I need assistance getting my table repaired and returned. I would also like to make a formal complaint about their poor job performance and their lack of customer service after completion of the job.

    Business Response

    Date: 03/10/2025

    Dear *** *********

    Thank you for reaching out and sharing your concerns. At MoveCrew, we take customer feedback seriously and strive to provide the highest level of service to ensure a smooth moving experience.
    After reviewing your complaint, we acknowledge that the time required to repair and return your Ethan Allen pedestal table did not meet our service standards. We sincerely apologize for any inconvenience this may have caused.

    Regarding the difference between the estimated and actual costs, our records indicate that an adjustment was made following a conversation with **** ******** on October 14, 2024, at 1:50 PM. During this call, we were informed that certain packing would be completed prior to our arrival, and the inventory had been downsized which needed reflective in a revised estimate. As a result, an entire pack day was removed from the original estimate, leading to a cost reduction. Your move involved three 26-ft box trucks unloading into a 2,000 sq. ft. home, and we provided a revised estimate reflecting the changes.

    Below is the email correspondence outlining these revisions within our system/CRM:

    "

    *Update revision after the follow up phone call on 10/14. By removing one of the pack days (4 man pack team x 9 hours) this reduces the estimate $2,720. I think if it's a true "hands off, turnkey move" then the two full days is necessary. We can tailor the estimate to fit the ideal scope of work that is best for you guys. Taking a pack day off changes it from $13,032 to $10,312. 

    I want to be competitive with other estimates, but more importantly remain fully transparent and honest with my experience on what I touch free turn-key move will take in terms of labor hours and number of days. Thank you!

    Jenny & Barry, 

    Pleasure to meet you guys today. I know you mentioned at the beginning of the walk through that you guys prefer I estimate on the higher end of the costs associated as well as the entire scope of work to be completed. I recognize this is just a local 5 mile down-the-road move, however it is still quite a large move. A move with 3 26ft trucks is quite a bit, but our team is accustomed to larger jobs like these. 

    In terms of the breakdown of cost, I have the move as a 5 day scope of work to include: 
    - Day 1 (10/29): Pack day with 4 movers for 9 hours 
    - Day 2 (10/30): Pack day with 4 movers for 9 hours + they will go ahead and load one truck this date 
    - Day 3 (10/31): Load day with 4 movers for 9 hours for the other two remaining 26ft trucks 
    - Day 4 (11/01): Storage day for all three trucks. I have removed all costs associated with the daily truck rates for this day 
    - Day 5 (11/02): Unload of all 3 trucks with the same 4 man crew 

    As mentioned today, the costs will drastically alter if you guys end up donating a lot or packing certain areas of the home DIY. We can drop off these packing materials prior to the week of the move if that is helpful (for DIY packing). If we did not complete any packing services I would foresee the move being around the $8,000 mark because it would just be a 6 man crew with 3 trucks for a 2 day move VS a 5 day move. 

    I will circle back on Monday evening, or if you have any questions between now and then I am certainly glad to help and discuss. 

    "
    ____________________________________________________________________

    Regarding the final invoice, the total amount was $13,704.69. After adjusting for the 3% credit card processing fee - which is optional to pay via check instead - ($339.09) and sales tax on packing materials ($68.10), the difference from the revised estimate was approximately 2%.

    Additionally, to account for the 2% difference our crew notes indicate that additional requests were added outside the scope of work. Such as refrigerators being swapped out twice during the unloading process and having to tightly pack the garage in order for everything to fit.

    We hope this provides clarity on the estimate adjustments and final charges. 


    Sincerely,
    MoveCrew LLC

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