Complaints

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:03/25/2025

  Type:Sales and Advertising 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.

  On Friday, March 7, ************************** the amount of $884.32 for an interstate move with Northern Moving Systems (# N3056937) to move my belongings from ************************************************* to *****************************************. The original pick up date was scheduled for Friday, March 14, 2025 but was rescheduled by the driver to that following Saturday, March 15, 2025. The representative that I spoke with was ****** ******* who committed to provide this order of service for a binding estimate of $2,884.32. Unbeknownst to me this company was a broker and not a full service interstate mover and as a result my order was passed along to an alternate moving company called Green Planet Moving LLC. They adjusted my moving estimate once I noticed the limited space on the small box truck that was used during the pick up and had to leave my new four piece leather sectional sofa and queen sized mattress off the inventory checklist to accommodate this mishap. I posted an alternate payment on the day of pick up for the total amount of $850.00 which left a total of $1,150.32 being due upon delivery. The nature of the dispute is regarding the delivery information pertaining to my selected 1st date that I would be available for delivery which stated that this date would be used to calculate the delivery window and is an estimate not guaranteed. The miscommunication occurred with ****** who to my knowledge is a manager and other representatives from Green Planet Moving LLC over the inaccurate information on the bill of lading I received which showed another moving company named ***********. In addition to the hand writing and contact information not matching. The company is refusing to honor my selected first available delivery date of Monday, March 31, 2025. After numerous attempts to clarify these inaccuracies, neither ****** nor any other representatives from Green Planet Moving LLC are taking accountability for this issue.

  

  Business Response

  Date: 04/15/2025

  We would like to clarify that the Interstate Bill of Lading was properly issued at the time of pickup, and the First Available Delivery Date (FADD) was recorded as ASAP. Per industry practice, this indicated that the customer was ready to receive their shipment as early as the following dayMarch 16, 2025which by default became the official FADD.
  
  Although the customer refers to March 31, 2025 as their preferred delivery date, our documentation and standard protocol support that the delivery window began from the ASAP/FADD of March 16, 2025, and not from any later date.
  
  We are not refusing to honor any delivery commitment. Instead, we are operating in accordance with the signed documentation and working to facilitate delivery as soon as logistically possible within the federally regulated delivery window. Our goal remains to provide timely and professional service in compliance with all applicable agreements.
  
  We remain available to provide any additional documentation or clarification the Bureau may require.
  
  

• Initial Complaint

  Date:01/26/2025

  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.

  This company has over charged me roughly ***** and are scam artist ***** ****** and *** all told me one thing and charged me more on delivery and held my stuff hostage as they began to extort me for money also I did background reports and one is a convicted ****** they have working for them to be around kids is a nightmare please do extensive research into this company they made me pay cash on delivery after I said card and they gave me no other option

  

  Business Response

  Date: 02/25/2025

  Dear Mr. **************** take all concerns seriously and would like to address several points raised in your review.
  Our records indicate that the original estimate was based on an inventory of 74 items. On the day of your move, however, the actual inventory totaled 94 items an increase of 27% over the initial count which resulted in an increase of $1,402.13 in the final charge. In an effort to assist you, we provided an additional discount of $650.70 on the total price.
  Regarding your comments about payment and the delivery process, please note that our operations adhere strictly to the federally regulated DOT Bill of Lading. This regulation requires that the delivery balance be paid in full by cash or postal money order prior to offloading the truck. This procedure is standard practice and was clearly communicated at the time of service. At no point were your belongings "held hostage," and no alternative payment method was available under these regulations.
  Furthermore, we wish to address the serious allegations concerning our personnel. We conduct extensive background checks on all our drivers to ensure the highest standards of safety and professionalism. Any suggestion that our drivers do not meet these standards is entirely unfounded.
  We are committed to providing quality service and maintaining transparent, factual communication with our customers. Should you have any further questions or wish to discuss this matter in more detail, please do not hesitate to contact our office.
  Sincerely,

• Initial Complaint

  Date:10/03/2024

  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.

  Green planet moving moved me from ********** to ********. They broke my grandmother's china and crystal. The items were packed with bubble wrap and peanuts and labeled very fragile/Grandma's *****. Later, I discovered some chips in my nightstands. I observed the movers being very rough, throwing boxes at my old house. When items were delivered, my husband said they were not careful at all. The boxes labeled very fragile were the most smashed boxes out of all the boxes. I called the company. They were very apologetic. However, they had me fill out an excessively long, complaint form on a website. It took an excessive amount of time to fill out the forms and upload the pictures because the pictures had to be on only one document. Then they asked for proof of the value of what you lost, which I found and uploaded. After all of this process, I was offered $60. Then the form has to be printed, signed, and notarized before uploading to receive the $60.

  

  Business Response

  Date: 10/04/2024

  Thank you for bringing your concerns to our attention, and we sincerely apologize for the damage to your belongings during your move from ********** to ********. We fully understand how important your grandmothers china and other personal items are, and we regret the distress this situation has caused.
  
  We would like to clarify that upon signing the contract, it was clearly stated that the valuation coverage provided was at the rate of $0.60 per pound per article. This standard coverage was also explained in detail, along with an example to ensure complete transparency. While we acknowledge the significant sentimental value attached to your items, the claim of $2,152.65 is well beyond the standard valuation that was agreed upon in the contract.
  
  We do recognize the frustration and inconvenience you experienced during the claims process. While the $60 offer is consistent with the valuation agreed to in the contract, we want to demonstrate our commitment to customer satisfaction. As a gesture of good faith, we would like to offer $200 to help cover the cost of replacing your broken china. Please let us know if this is acceptable to you, as we truly want to make things right.
  
  Again, we are very sorry for the damage and any frustration this has caused. We value your feedback and are dedicated to resolving this matter in the most amicable way possible.

  Customer Answer

  Date: 10/04/2024

  I am rejecting this response because:   This damage appears to have been done by pure negligence or perhaps purposefully.  Why were the only boxes damaged this badly labeled "very fragile"?  In my opinion, the contract stands if care and diligence were followed to not break items.  I do not believe care or diligence were followed at all.  If you notice how smashed the boxes were upon delivery.  These were new moving boxes.  I would like to add that the complaint process is so long and complicated, that I am sure many people give up.  I am sure Green Planet Moving has avoided paying for many damages by having clients complete such a time consuming process.  

  

  Business Response

  Date: 10/04/2024

  We understand your frustrations and sincerely apologize for the inconvenience this situation has caused. However, its important to clarify that your assertion of negligence or purposeful damage is an opinion, not a substantiated fact. Our team is trained to uphold and exceed industry-standard care and diligence, and there is no factual proof of any intentional mishandling. Additionally, at no point did you or your husband notify our team that the crew was being "rough" or throwing boxes during the pickup or delivery process.
  
  Regarding the claims process, we would like to emphasize that this is not unique to our company. The process you went through is the standard procedure used by the majority of moving companies across the ***** with over 90% using the same claims management service. We agree that the process requires detailed documentation to ensure fairness for both parties, and it is designed to provide equitable resolutions based on the contractual agreement.
  
  We remain willing to assist in making this situation right within the parameters of the contract you signed and continue to uphold our offer of $200.00 as a gesture of good faith to help cover the cost of the damaged items.
  
  Again, we are very sorry for the damage and are dedicated to resolving this matter in the most amicable way possible.

  Customer Answer

  Date: 10/09/2024

  I am rejecting this response because:   Please email me with a new contract that state damages will be covered for $200.  This is much better than the original $60.  It will actually cost $300 to replace my items, but I will settle for $200 and when it it is received, I will consider the matter closed.  Thank you.