Complaints

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

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  JustPro Moving

  Nashville, TN 37210

  
• 

  JustPro Moving

  972 Carraway Ln Spring Hill, TN 37174-0710

  

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:01/18/2025

  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.

  Nature of the Dispute:I hired JustPro Moving to relocate my belongings from ******** to ************** on 3/23/2024. Upon receiving my goods, I discovered significant damage to several items, including two of my televisions (a 75-inch and 65-inch model), along with various cups, dishes, and other household items. I promptly filed claims for the damages, but the resolution process has been delayed and, unfortunately, unsatisfactory. Despite initial communication and assurances from the company that replacement televisions would be sent, the replacements I received were also damaged. Additionally, the company failed to honor the timeline provided and did not offer acceptable resolutions, which has led to considerable frustration. To date, my claims have not been processed in a timely manner, and I continue to face unresolved issues regarding both the televisions and the other damaged household ********** of Transaction:The move occurred on 3/23/2024, and claims were submitted shortly after. However, the resolution process has been delayed beyond the expected timeline.Amount Paid for the Move:The total amount paid for moving services was $3,085.44.Efforts to Resolve:I have reached out to the moving company several times, but their response has been insufficient. While they initially provided assurances regarding replacement and resolution, they have not followed through as promised. I was recently informed that the 90-day filing period for claims has passed, leaving me with limited options. While the company suggested pursuing arbitration, I am exploring other avenues to secure fair compensation for the damages sustained during the move. I am seeking a prompt and fair resolution to this matter, as the current situation remains unresolved and continues to cause significant inconvenience.Sincerely,**** ****** and Love ****** ********************** ************************ ************ - ************

  Customer Answer

  Date: 01/19/2025

  Attached are screenshots of text message exchanges with the moving companys team and their customer service representatives. These messages demonstrate their pattern of providing misleading information, stalling tactics, and i believe acting in bad faith.Promises made regarding the shipment of my TV that were never fulfilled. Prolonged delays that prevented me from resolving the issue within their stated timeframe. Lack of clear and honest communication, resulting in significant frustration and loss. I hope this additional evidence will help to clarify the situation and support my case for a fair resolution. Please feel free to contact me if you require further details.

  
  

  

  Business Response

  Date: 02/03/2025

  We sincerely apologize for any inconvenience the customer may have experienced. Our goal is always to ensure complete satisfaction with our services.

  A review of the inventory sheets indicates that the customer did not make any notations of loss or damage to their goods at the time of delivery, as required. When the customer later reported a damaged TV, our team assisted them, and a replacement was ordered on March 30, 2024, and shipped via ****** on April 8, 2024. While the customer reported that the replacement unit arrived damaged, we informed them that the damaged unit needed to be returned before a new replacement could be issued. We also offered assistance in obtaining a return label. However, the customer stated that they had discarded the item. Unfortunately, without the return of the originally ordered unit, a replacement cannot be processed, and we are unable to send a second unit, as compensation was already provided beyond our legal liability.

  Regarding the additional TV mentioned as damaged, our records indicate that only one TV was transported, and there were no reports at the time of delivery or when the replacement was sent regarding a second damaged TV.

  It is also important to note that, per the Bill of Lading governing the customer's move, they chose to release their goods under the limited liability coverage of $0.60 per pound per article, as confirmed by their signature. Under this coverage, the carrier's legal liability for loss or damage is limited to $0.60 per pound per article and applies only when the loss or damage is determined to be due to the carriers negligence or mishandling. This coverage was provided at no additional cost, in accordance with federal regulations, allowing the customer to benefit from lower ********************** rates. The customer had the option to select Full Value (Replacement) Protection at an additional cost but declined this coverage.
  Additionally, while the customer stated they had filed a claim, our records show that this was not the case. Although federal regulations allow customers up to nine months to file a claim, the customer only registered to file a claim on January 7, 2025, by which time the deadline had already elapsed.

  We regret that the customer felt the need to file a complaint but hope the explanation provided clarifies our position on this matter.

• Initial Complaint

  Date:11/10/2024

  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.

  Justpro moving services did not provide the weight tickets for the military move that were required for our reimbursement. They will not return calls. They will not respond to getting me the weight tickets so I can get my reimbursement from the Army. My lawyers paralegal has also reached out but I had not heard anything. Before * love ***** for hiring my lawyer m, Id like to see if you can help. Since I cant get the reimbursement, I want my money back from them. Theyve been disrespectful and told me its not their problem. They were hired by SafeShip moving company. ******** took ownership and refunded the money I paid directly to SafeShip but justpro is refusing to help. Weve reached out numerous times with no response. It was the fault of Justpro for not properly recording the weight as they knew it was necessary for this military move. They always responded with someone will call back. No call backs have been received as they are avoiding the mistake they made. As it was my first military move and the fact that they upped the prices constantly there was nothing I could do. I expected them to be respectful due to it was their mistake. It has been months and this still hasnt been taken care of.

  

  Business Response

  Date: 11/15/2024

  We sincerely apologize for any inconvenience you may have experienced with JustPro Moving. It is never our intention for our customers to be anything less than fully satisfied with our services.

  
  For your move, a binding estimate was provided based on cubic footage, which is a fixed agreement where both parties agree that the charges for the specified services will remain as stated. Since this estimate was based on cubic feet, not weight, a weight ticket was not required, and the charges were fixed at the agreed rate. The booking agent, SafeShip, did not notify us of a need for a weight ticket, and the move was quoted specifically based on 565 cubic feet (approximately ***** lbs). We were only informed of the weight ticket requirement after unloading, by which point it was no longer possible to weigh the shipment.

  
  We directed you to our claims service provider, ***, to submit a formal claim, as required by law. A claim was filed on 07/12/2024, and compensation was offered based on our legal liability. However, we have not yet received a response from you regarding this offer.

  
  We regret that this matter has caused distress and hope this explanation clarifies our position. If you would like to discuss the settlement further or have additional information, please contact us directly.

  
  Thank you for your understanding.

  Customer Answer

  Date: 01/14/2025

  The weight tickets that were NECESSARY for my reimbursement from the Army were not given to me. I was told they did NOT obtain the tickets. They were hired by ******** to move me from ********* to ********. When they first got to me to pickup everything I asked about the weight tickets and was told by the guy that they would have them on delivery. He reassured me. He re-assured me that they would have them. I have tried calling and getting them to reimburse me for the huge MISTAKE THEY made. They feel its okay to not call back and not to make this right. They did the move, they were responsible for the weight tickets, they did not do them and they tried to give me someone elses weight tickets. The irresponsibility and disrespect from this company amazes me as a military spouse. They completely took advantage of me and charged more than the quote I was originally given. It was my first move and do to not knowing what to I didnt have the chance to have the military move us. Each man got tipped $100 for both pickup and delivery but they did NOT do the most important part of the job obtaining the weight tickets. I want my money back. They caused me to not get reimbursed. They caused me to stress for months over their mistake. They caused tears and anger. They refuse to make the situation right.

• Initial Complaint

  Date:06/07/2024

  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.

  My wife and I completed a move from ** to ** at the beginning of May. We scheduled the move with a different company, ******* (which I would NOT RECOMMEND), but Justpro Moving was the company who showed up with our stuff. Several things were broken in the move (working on a claim), but one box containing two guitars and other random goods was lost. The driver let us know days later that the box was located and that management would get in touch to deliver the guitars. We heard nothing for another week, so we reached out to our POC. We have now had the run around for 3 weeks and still do not know where our guitars are or when they will be delivered. We have no recourse other than to talk to the one POC, who also does not know anything about the when/how of the process. I have reached out to the company through email but am awaiting a response. DO NOT USE THIS COMPANY. They are not responsive, they do not have any way to reach anyone in management, and they have questionable safe business practices for the delivery drivers/movers as well. I am furious and at a loss for how to get my stuff back, which is stuff they have confirmed they located. I just want our stuff.

  

  Business Response

  Date: 06/26/2024

  First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience.

  Per our Terms and Conditions as listed on the back of the Bill of Lading governing this move: "Carrier shall not be liable for the loss or destruction of, or missing goods, or damage of goods tendered hereunder or any part thereof unless the claim is made in writing supported by proof of ownership together with substantiation of value, and weight. As a condition precedent, all outstanding monies due to the mover must be paid in full before a claim can be submitted to the company within 9 months after the date the goods were delivered" 

  Per federal and state regulations carriers must not pay any claims voluntarily unless filed in writing within the time limits allowed by law and after filing requirements have been met. Therefore, we must refer all our customers to file a claim with our 3rd party claims company CSI so that it can be reviewed and addressed in a timely manner. We have contacted CSI and requested that initiate a claim file to allow the customer to file a claim as required by the law. On 06/25/2024 the customer was registered in their system and emailed the login credentials and information required to properly file a claim.

  The customer was referred to our claims service provider CSI to file a proper claim as required by the law. The customer was sent login information on 06/25/2024 to file a claim online. The claim login information sent to the customer allows filing a claim for loss, damage, delay, overcharge, and complaint. All the above can and must be compensated through the claims process as required by federal regulations.Up to date no claim has been received. Once the claim is received it will be analyzed in the order it was received and compensation will be offered based on our legal liability and within the time frame allowed by law. For further assistance with filing claims you may contact CSI directly at ************ or online at ******************

  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21817426
  
  I am rejecting this response because: I am not upset because the guitars were lost, though that alone would be upsetting. I am upset because the guitars were FOUND after the fact, and it took nearly a month of calling multiple times a week to get them back. The guitars are safely returned to us, so it's fine. But I am generally very upset with this business and will not be recommending anyone use them ever. The drivers were nice- the entire company is messed up. 
  
  Sincerely,
  ***************************

• Initial Complaint

  Date:04/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had them move my stuff from ******* to ********. When they arrived, they being only one person instead of a crew, arrived in a long trailer and when opened my stuff looked as if I had been thrown in, as well as others belongings. When the driver called his boss about it, I received a phone call the next day asking how to resolve the severe negligence of the packing of my stuff. I told the boss that a full or partial refund for their part of the move, the packing and delivery of my stuff, would be what would solve this issue. He said that he couldnt make that happen as they are in the hole and that I would have to go through the claims department, CSI-PROS. So I did, and was given an offer of roughly $145. Not even enough to cover the pc that was damaged in the move. After disputing they gave the same offer however about a week later they came with a gesture of good faith offer of $300. I declined again and was prepared to take this to court, however due to funds being limited at the moment I could not afford it. And as such my time to file for it expired and my case is now closed due to lack of interest I have all the pictures and evidence from this move should it need to be provided.

  

  Business Response

  Date: 05/16/2024

  First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience.

  Per federal and state regulations carriers must not pay any claims voluntarily unless filed in writing within the time limits allowed by law and after filing requirements have been met. Therefore, we must refer all our customers to file a claim with our 3rd party claims company CSI so that it can be reviewed and addressed in a timely manner. We have contacted CSI and requested that initiate a claim file to allow the customer to file a claim as required by the law. On 11/15/2023 the customer was registered in their system and emailed the login credentials and information required to properly file a claim.

  We offer customers the free of charge coverage of $0.60 per lb. per article as required per federal regulations. Any additional coverage is not free of charge and must be paid for. The office was not contacted by the customer at time of pickup to discuss the fact that the driver is not allowing the customer to choose a Full Value Protection. If the customer would have contacted the office at time of pickup or even during the time between the pickup and the delivery which took 7 business days, we could have made the changes to the Bill of Lading governing their move. Most customers do choose the $0.60 per lb. per article as it is free of charge and helps keeping the move costs lower.

  Per federal regulations, the carrier must offer two levels of liability. IT IS NOT INSURANCE. The Full Value (Replacement) Protection covers for the full replacement of an article or the repairs of it, whichever is lower and The 60 Cents option is the basic liability coverage which is based on the weight of an article (regardless of its value) and is provided free of charge.

  The customer was referred to our claims service provider CSI to file a proper claim as required by the law. The customer was sent login information on 11/15/2023 to file a claim online. The claim login information sent to the customer allows filing a claim for loss, damage, delay, overcharge, and complaint. All the above can and must be compensated through the claims process as required by federal regulations. The claim was received, analyzed and compensation was offered based on our legal liability of 0.60 cents per pound per article and within the time frame allowed by law.
  
  The customer was sent a Final Settlement offer for $145,44 based on our legal liability of 0.60 cents per pound per article. The Carrier decided to extend their legal liability and offered as a Gesture of Good Faith a total Final settlement for $500.00. 
  If the customer doesn't agree and whishes to proceed with Arbitration, they can feel free to contact CSI, you may contact CSI directly at ************ or by email at ***********************

  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

  Customer Answer

  Date: 05/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **********************