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:03/02/2025

  Type:Customer Service 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.

  Date: March 1, 2025 – 11:28 AM
  
  Tidal Town Moving charged us for excessive mileage—71 miles on a move that was only * miles one way. They applied this charge of ******* (approximately ** per mile) without clearly disclosing that it was a mileage fee. Instead, we were led to believe this was simply a deposit to hold our scheduled spot.
  
  Upon realizing that the “deposit” was actually a non-refundable charge for excessive mileage, we contacted them to cancel within less than five hours on the same day. Despite no services being rendered, both the representative and the manager insisted that all deposits are final. This deceptive practice of misrepresenting fees and refusing refunds is highly unethical.
  
  Furthermore, Tidal Town Moving appears to be operating without proper registration with the FMCSA via DOT, which raises serious concerns about their legitimacy. Their ****** reviews also appear to be fake, further suggesting a pattern of dishonest business practices. This company seems to be exploiting consumers during the already stressful process of moving.

  Business Response

  Date: 03/20/2025

  Tidal Town Moving takes all complaints and accusations seriously, however, these are blatantly false. 

  - Tidal Town does charge a travel fee of $*/mile roundtrip from our office. This is how the travel fee charge is calculated.

  - Tidal Town takes a non-refundable deposit equal to the travel fee to secure a spot on our schedule.

  - The complaintee's wife agreed to the charges and proceeded to give credit card information for the non-refundable deposit. 

  - The complaintee calls in a couple of hours later to try and cancel and get deposit back. Proceeds to let us know we will be reported to everyone about our business practices, even those that have no authority of it.

  - Being a household goods operator in The Commonwealth of Virginia, we are not required to be registered with FMCSA or DOT. Those are both federal operating bodies and does not pertain to companies operating within Virginia.

  - Our ****** reviews are the opposite of fake. We take pride in offering 5-star level services and doing such a good job our customers feel the need to leave us a review. Please review our reviews, not only are they genuine, but many contain pictures of the crew on the day of the move.

   

  All of the above are simple facts of the situation, whether the complaintee wants to believe it or make up something different in his thoughts. We have a call recording where the complaintee does not challenge that his wife was told the deposit is non-refundable. 

• Initial Complaint

  Date:09/11/2023

  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.

  I was told that they were going to be providing moving supplies and have a two-man crew with a smaller truck based off of a phone conversation. They didn’t want to come and see my house to give me a quote so I assumed everything would be fine. After walking the house with me, they told me that I 100% needed a 3 man crew a bigger truck called the company to see if they had another person they could send. They got a 3rd. This 3rd person was useless….He stayed on his phone the entire time. There was only 1 of the 3 movers who was hustling and not on his phone. The other worker was working like it was his literal first day. I ended paying ****** more than what they told me it would be. They COULDNT EVEN GET MY HEADBOARD downstairs. They asked me if I knew how to do it…..Like moving was my profession. They spent over an hour try to get it down and ended up damaging the wall trying to get it down and then gave up on it. I had to call my previous movers to come and look and two men were able to get my headboard down in less than 5 minutes no damaging anything else.
  
  My impression was that since they were moving my things into a storage unit, they didn’t care about putting my things back together, about how my stuff was loaded into the unit. Things were tossed in the unit. The couch was set fabric to the floor with zero protection. Nothing was shrink wrapped. Tidal broke several of my items. Thousands of dollars worth of my items. The broke and scuffed parts of my headboard, they drug my dresser which is made of all leather and glass down the stairs with no protection, broke the glass on the dresser and the back leg of the dresser, they broke my 65 in tv, scuffed a storage cabinet, broke a 3 tiered cart, they broke my dining room table chairs, lost all of the hardware to my dresser, my daughters crib and my bookshelf. I submitted two damage claims, one for the moving into the storage unit and one when I moved out and saw all the damages.

  Business Response

  Date: 09/28/2023

  Firstly, most of the information provided by the complaintee
  is either flatly wrong or hyperbolic. Tidal Town Moving has never given a quote,
  but rather an hourly rate and the travel fee. Based on the information
  provided, our sales team recommended two movers and our 26-foot truck. The
  information given to us during the booking process was grossly understated. This
  job could've definitely been completed with the two movers, however our onsite
  supervisor let us know that a third mover would be of much help and make things
  more efficient. As far as the truck size, all of our trucks are 26-foot trucks,
  so we sent you the biggest truck in our fleet. These trucks typically fit
  1500-1800 sqft of normally furnished houses. These trucks take 2-4 hours to
  fully load and 2-4 hours to fully unload.
  
  The total move amount was $****** so to say the complaintee
  paid over ****** more than what we told her, is a blatant lie.
  
  There are many times when items can be tricky and having
  prior knowledge of how something got in to a room can be helpful when taking it
  back out. In the complaintee’s initial email, she stated that the headboard
  took around 45-50 minutes, but through this complaint, the time has risen to
  over an hour. Again, this is distortion of the facts involved in this
  situation. Nothing was dragged, but rather set down step by step down the
  staircase. We let the complaintee know where to find the hardware for her items.
  While the items in the storage unit were not professionally protected, Tidal
  Town Moving was not supplied with any items to protect the items.
  
  We have apologized to the complaintee and gone through the
  damage claim process and have since sent a check finalizing this claim for
  ***** Not only does this fully cover the liability of the damages, but also the
  reimbursement of the third person who was on his phone the whole time. The
  complaintee has stated that she has not received the check, however we have not
  received it in the return mail. We will be more than happy to issue a new check,
  to finally resolve this.