Complaints

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

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  Making Moves

  5005 N Lee Hwy Cleveland, TN 37312-4516

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  Making Moves

  114 Stuart Rd NE # 126 Cleveland, TN 37312-5084

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  Making Moves

  3505 Adkisson Dr NW STE 205 Cleveland, TN 37312-6805

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:08/19/2022

  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 hired these movers and paid a deposit up front to book the move for 7/27. This complaint is primarily about being overcharged by a few hundred dollars bc of breaks not taken out of amount charged and no breakdown of this charge was given prior to my check being processed. Once I received the contract and saw the amount of time billed, I stopped payment on the check. This company then took it upon themselves to run my card (that I only authorized the deposit to be ran on) for a bigger amount than I even wrote the check for. Once this bill is corrected, I am fully willing to pay for the work time that was provided but I WILL NOT pay for the breaks taken and boxes that were used without my authorization. I have video proof of the times I have documented showing the movers were “taking a break” and their lunch of an hour wasn’t taken out either. I spoke with the office woman the next morning (7/28) after my move and I haven’t heard anything from anyone directly with the company since. Also, items were damaged during my move that I have pictures to show and this matter is still not resolved either. The last communication on this was 7/29 when I was asked to drive these damaged items an hour away to give to them for repair. I refused to do this bc I was told the day of the move by the supervisor on the job that the owner would be sending someone to me. No communication since. The office woman advised me on 7/28 that the owner would be calling me about the damaged items and the bill and I have never heard from him at all. !!!!!!THEY’VE STOLEN ALMOST 2600.00 FROM MY ACCOUNT UNAUTHORIZED!!!!!!
  
  Date of Check: 7/27 for 2519.69, stopped payment on 7/29,
  
  Date of card charged without consent: 8/18 for 2595.28, date of chargeback initiated with bank 8/19 for unauthorized charge.
  
  Only consented to 75.00 card charge for deposit on 7/6

  Customer Answer

  Date: 09/06/2022

  I still have not heard from the business about anything and am not satisfied with the outcome. They have (apparently) never taken responsibility for their actions and faults as movers and still continue to do business and put their customers through nightmare situations. I don’t even care about my broken/damaged stuff, I just want my unauthorized taken money back.

  Business Response

  Date: 09/15/2022

  Please see attached.

  Customer Answer

  Date: 09/15/2022

  
  ********** ********
  
  
  
  I am rejecting this response because: When I provided my credit card number to the office person, Kristy, I was never advised that my card info would be saved for a potential later payment, if necessary. Also, when I provided my check to the movers as payment, I was never advised, nor did I sign anything or agree to, have my initial payment source charged for any remaining balance. This was only authorized to be charged 75.00 to be able to schedule my move, according to Kristy. The contract provided to me, that I still have, does not state that my deposit payment method would be charged in the event of a returned check, fraudulent check, or stopped payment. This response is completely invalid and the claims made as to why my card was charged are completely invalid. This is the first time I’ve heard from the “claims service” (who I suspect is no part of the moving company, other than a 3rd party claim service for them) since I’ve submitted my request to repair my damaged items. The moving company had no authorization at all to charge my card nor charge me for the companies break times that they took. I do have video proof of break times taken by the movers that show my claims are 100% valid claims. 
  
  
  
  Sincerely,
  
  
  
  ******* ************

  Business Response

  Date: 09/20/2022

  With respect to your emails below dated September 16, 2022 please find herein our 2^nd response.

  Kindly confirm receipt.

  Sincerely,

  Teresa *. C********* **** ***

  Customer Answer

  Date: 09/21/2022

  Date Sent: 9/20/2022 11:39:10 AM
  
  I am rejecting this response because: Actually, you did respond on 9/16. This was AFTER I submitted my response to you through this BBB complaint. So my claims of not hearing from you since submitting the requested documents on 8/9 is completely valid. Once I submitted the requested paperwork for fixing my damaged items, your response here was the first communication I received from you. Your email directly to me was AFTER this initial response. Why would I send you anything directly regarding my billing issue? You stated to me you were ONLY contacting me to open a claim to fix my damaged items. You have nothing to do with fixing the amount charged (as far as I know). You did state my items would not be fixed until I have paid in full and I stated to you then, I was charged incorrectly and you advised to send this info with the claim (as I did). Again, when I provided my card # to the office for my initial deposit, nothing was stated to me nor did I sign anything saying they were authorized to charge my card for anything more. If the company has my signature on something stating that info, I would like to see it. Also, the contract I signed the day of the move did NOT state my deposit card would be charged in the event of non-payment. I have that document signed and printed for verification. In regards to the videos I have showing the times taken for breaks, why would I provide that to you or the BBB? You don’t have any use for them regarding my damaged items and the BBB isn’t gonna get my money back so why would I need to prove those to them? If the owner contacts me and corrects this situation with me directly, I would be more than happy to send those videos to him. I no longer need the assistance of you (the claims service). My items have already been repaired at my expense so I only need the billing portion of my situation resolved. I will also reply to the email I received from you on 9/16 with information in no longer needing the claims service assistance in regards to my damaged items. Also, why is the damaged items claims service responding on behalf of this business? Do you work for this business?  ??
  
  Sincerely,
  
  ******* ************

  Business Response

  Date: 10/18/2022

  Unfortunately, the Shipper has continually refused to provide the supporting documentation for his claim despite our multiple requests.

   

  Unfortunately, the Shipper has continually refused to provide the supporting documentation for his claim to the appropriate person Ms. Teresa *. C******** the Claims Director for Making Moves Moving & Storage.

   

  Unfortunately, the Shipper has refused to cooperate in the resolution of his claim and subsequently filed a complaint against the Carrier for not addressing his claim…wholly unreasonable by any standard.

   

  We trust our 3rd response to this same issue has addressed this complaint.

  Customer Answer

  Date: 10/18/2022

  
  
  Complaint: 17742616
  
  
  
  I am rejecting this response because:
  
  As I’ve said previously, the information you requested (initially) from me was proof and information for my damaged items. I sent that back to you with everything you requested the following day back in August. STOP TRYING TO CONTINUE WITH THIS. YOU HAVE NO REASON TO BE INVOLVED WITH THE BILLING SITUATION. IF THE OWNER ISNT GOING TO FIX THIS, YOU WILL NOT RESOLVE THIS AND CLEARLY HE ISNT. You were only involved to fix my damaged issues and after not receiving anything from you to indicate even an “in process” claim, I paid to fix my damaged items myself. THIS BUSINESS AND YOU LADY ARE BOTH FRAUDS AND THEY’RE A THEIF FOR STEALING MY MONEY WITHOUT MY AUTHORIZATION. You need to stop pretending you’re with this business and allow them to conduct their business. 
  
  Sincerely,
  
  
  
  ******* ************