Complaints

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

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  Veterans R Moving US

  1910 Pacific Ave STE 16100 Dallas, TX 75201-4529

• 

  Veterans R Moving US

  1111 W. Mockingbird Ln Suite 735 Dallas, TX 75247

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:02/19/2025

  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.

  Company was hired by the realtor to move furniture out of the home and into the garage. Furniture was placed on its side damaging several pieces of furniture. A bedroom suite and a separate dresser.

  Business Response

  Date: 03/11/2025

  Response to BBB Complaint ***** ******
  Dear Better Business Bureau,
  We would like to formally respond to the complaint submitted by Ms. ***** ****** and provide clarification on the events that transpired.
  Our company was not hired by Ms. ****** but was instead appointed by the court to facilitate the division of property between two parties. Upon our arrival, Ms. ****** was visibly upset and informed us that she intended to leave a negative review before the moving process even began. Despite this, we proceeded with our court-appointed responsibilities in an orderly and professional manner.
  Ms. ****** provided instructions on which items were to be moved, and we followed her direction accordingly. After completing the move for her, we left the property as scheduled. The following day, we returned to complete the move for the other party involved, Mr. ******* At that time, the furniture in question remained in the garage. Per the court's orders, those items were assigned to Mr. ****** but he declined to take them. As a result, the furniture was left in the garage for Ms. ****** to either sell or transport to her main residence, per her own statements.
  On Saturday evening at approximately 7:38 PM, Ms. ****** contacted us via text message, claiming that certain items were damaged. She then followed up again early Sunday morning at approximately 8:00 AM, demanding an immediate resolution. As our business was closed on Sunday, we informed her that we would address the matter on Monday when normal operations resumed.
  Despite our efforts to communicate professionally, Ms. ****** continued to send multiple messages and emails. We promptly provided her with the appropriate claims form to properly document and assess her concerns. However, rather than completing the necessary claims process, Ms. ****** proceeded to file complaints with the BBB and post negative online reviews. To date, she has not returned the claims form, which is required for us to process any potential resolution through our insurance provider.
  Throughout this process, we have made every effort to accommodate Ms. ******* concerns in accordance with our policies and the courts directives. We remain committed to resolving disputes professionally and in good faith, but we must follow proper procedures to do so.

  Customer Answer

  Date: 03/11/2025

  I am rejecting this response because:   The company was hired by the realtor. 
  That is the only True statement in their response. I directly told the movers what was mine and what was to remain in the house in the garage for me to come pick up at further notice. 
  

  They were hired by my ex to move his stuff, they would have moved it if it was his.  At that point they should have contacted me, he had my direct number.  

  When I arrived at the home a week later I found all my furniture stored on its side and damaged. When I tried to contact ****, he stated my ex gave him permission. I again explained it was not his to give permission to store that way. He refused to give my any information, denying they damaged any furniture  
  

  I had tried on several occasions to get them to cooperate, they refused to give me insurance details, or any information denying even with photos that they damaged the furniture. I did explain I would post a review, which I had, I also stated I would file a BBB complaint, which I have. This company has horrible reviews, you can read all the other complaints they have. 
  

  It was not my decision to hire this company, they did not care how they handled my furniture. I would like to be reimbursed for all the damaged. I have been trying to get their insurance information for over a month before I put in my complaint. 

• Initial Complaint

  Date:08/22/2024

  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 purchased this on Groupon, $89 for 2 hours and two movers. When I called to schedule, they informed me that they do not accept Groupons on Fridays, only Mon-Thurs. This was not listed on their Groupon details and as I was locked into the Friday for my move date, I asked them to make an exception. They did end up allowing me to schedule for that day. I scheduled for Friday 8/9 between 1-3pm. Speaking on the phone with dispatch, the only other fees I was informed about were the fuel charge ($140 also not listed on Groupon), stair fees ($20 per flight, also not listed on Groupon and not true the definition of a FLIGHT of stairs.), and the $100 deposit which would go towards the final cost. Friday 8/9 my phone began to ring off the hook at 7:30 am. The movers were calling asking to come immediately, hours before the time frame quoted to me. As arrangements were already made prior and I didn't have keys to my new place yet, I declined obviously. While I was at my new place getting my keys, my partner called to inform me the movers showed up at 2:30 without calling ***** min prior as quoted by dispatch initially. When the movers Arrived, I noticed there was 5 men. They arrived at my new place around 3:30-4. Mind you, this is 5 men moving a ONE bedroom apartment. They proceeded to take TWO and a half hours to move the one bedroom into my new place completing at nearly 6 pm... They asked for an unauthorized person to sign the final payment form and next thing I know, I'm charged $600. They included a Seran wrap charge that we did not need and they charged us for 4 whole hours despite two already being paid for. when I attempted to call to inquire about the incorrect charges, I couldn't get a hold of someone until the next day. They refunded me $95. I should've been refunded at least another $60 for their inability to disclose hidden charges. They charged me for 4 flights of stairs when I only have two as well as an extra 15 minutes.They have refused to answer, emails text

  Business Response

  Date: 09/09/2024

  When ******************************* called to book, we clearly stated that the Groupon fine print mentions additional charges for fuel and other fees. We also explained that there would be a fee for stairs and shrink wrap, which she agreed to, and still chose to proceed with our services. The Groupon package included two movers, but due to the large number of items and her 3rd-floor residence, we provided two additional movers at no extra charge.
  Her move took 3.75 hours, exceeding the two hours covered by *******. After the move, she was extremely happy and satisfied with the service, even tipping all the movers. Given her positive feedback, Im unsure why there are any concerns now.
  
  

  Customer Answer

  Date: 09/09/2024

  I am rejecting this response because: To this day, they have refused to respond to me, my texts, phone calls, reviews have all been ignored. Quite frankly, ** surprised the BBB was able to receive a response. I was notified there would be a charge for shrink wrap but I was under the impression that was at my request. They chose to use their shrink wrap and did not notify me that it was up to their discretion. They have ignored the fact that their Groupon does not give sufficient details such as the fact that they dont accept Groupons on Fridays. They had and UNAUTHORIZED person sign and tip them at the end of the move. The person they have as the signer is no where listed on the credit card. They shouldve had ME sign. They were not aware of how much there was to move because they hadnt seen my place prior. This was a one bedroom apartment that had a reasonable amount of furniture. I sat here and watched the carry in things one at a time and as slowly as possible. My TVs were wrapped and ready to go. this company is very clearly not honest.

  Customer Answer

  Date: 09/09/2024

  I would also like to add that the stair fees were quoted as flights of stairs. The literal definition of flight of stairs is the stairs between each floor is 1 flight. This means I have TWO flights of stairs yet I was charged for 4. Also, the time was not 3.75 hours. It was 3.5 simple math can tell you this. You are charging me for an extra 15 minutes that did not take place. 5 men taking 3.5 hours to move a one bedroom apt is egregious. They have clearly taken advantage of me and will continue to do so based on the countless negative reviews. Many of which are exactly like my experience. Regardless, the signature they retrieved was not a card holder signature. It is an invalid approval and can be clearly proven with the card details and the signature they have on file. Again, all of my calls, texts, and reviews have gone unanswered so to claim they have no idea what the problem is is a lie in and of itself.

  Business Response

  Date: 09/09/2024

  When ******* called, we informed her of our policy that we only accept Groupons Monday through Friday, and she still chose to book with us. We provided an estimate via email and text, detailing all the charges, including a 4% convenience fee. She agreed in writing to move forward with our services.
  The movers carefully wrapped all her items to ensure nothing would be damaged, and they were very professional throughout the move. The customer was fully informed of the charges and our company guidelines through both email and text. We followed all of our guidelines properly.
  
  
  

  Business Response

  Date: 09/09/2024

  Dear BBB Representative,
  Thank you for the opportunity to respond to  ******** complaint. We have made every effort to accommodate this customer and ensure a satisfactory move.
  The customer purchased a Groupon covering two professional movers for two hours. As always, we outlined all charges, including fuel fees, stair fees, and the shrink-wrap charge, in the confirmation email sent prior to the move.
  On the day of the move, the customer had far more items than what we typically expect for a one-bedroom apartment. In fact, the contents filled a 28-foot moving truck with overhead, more akin to a four-bedroom home. To expedite the move and save the customer both time and money, we sent three additional movers at no extra charge, although the Groupon only covers two movers. This decision was made solely for the customers benefit to ensure the job was completed efficiently.
  We have already refunded $95 as a gesture of goodwill, despite providing extra manpower and doing our best to deliver a smooth move. At this point, we will not be issuing any further refunds, as we believe we have gone above and beyond to accommodate the customer.
  Thank you for helping us address this matter, and we consider this case closed from our end.
  Best regards,
  ******
  Veterans R Moving Us

  Business Response

  Date: 09/09/2024

  Dear BBB Representative,
  Thank you for the opportunity to respond to ******** complaint. We have made every effort to accommodate this customer and ensure a satisfactory move.
  The customer purchased a Groupon covering two professional movers for two hours. As always, we outlined all charges, including fuel fees, stair fees, and the shrink-wrap charge, in the confirmation email sent prior to the move.
  On the day of the move, the customer had far more items than what we typically expect for a one-bedroom apartment. In fact, the contents filled a 28-foot moving truck with overhead, more akin to a four-bedroom home. To expedite the move and save the customer both time and money, we sent three additional movers at no extra charge, although the Groupon only covers two movers. This decision was made solely for the customers benefit to ensure the job was completed efficiently.
  We have already refunded $95 as a gesture of goodwill, despite providing extra manpower and doing our best to deliver a smooth move. At this point, we will not be issuing any further refunds, as we believe we have gone above and beyond to accommodate the customer.
  Thank you for helping us address this matter, and we consider this case closed from our end.
  Best regards,
  ******
  Veterans R Moving Us

  Customer Answer

  Date: 09/09/2024

  I am rejecting this response because: its lies upon lies. Its become very apparent to me that this business is not willing to fix their many mistakes. You arrived with 5 men before you even entered my home. Regardless of ALL the specifics, you still have an unauthorized signature from someone who is not the card holder. Please explain to me how the amount of things I have is equivalent to 4 bedroom home when you moved ONE bed???? You all have refused to contact me directly. This is the only way that I was ever able to get a response from you all because you want to try and save face. You all are straight up liars. What an absolute disgrace on the face of veterans.  I will make sure that I tell anyone and everyone I know about this. You all should be ASHAMED of yourselves. 

  Customer Answer

  Date: 09/09/2024

  Please also be made aware BBB that the $95 refund was NOT a gesture of good will. It was a $95 refund for the excess charges they knowingly added to the amount of hours my move took. I had a Groupon that covered 2 hours and they charged me for FOUR hours.