Complaints

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

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  On The Go Moving and Storage

  14920 NE 95th St Ste C Redmond, WA 98052-2553

  
• 

  On The Go Moving and Storage

  4010 140th Ave SE Bellevue, WA 98006-1544

  
• 

  On The Go Moving and Storage

  4024 13th Ave W. Seattle, WA 98119

  

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:04/08/2025

  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.

  I heard this company eight months before my move I gave them a list of what I had made bedrooms, square feet they made a decision on one truck they had plenty plenty ample time to come to my house and make a list of my household goods. This company has no business doing long-haul moves Showtime was 8 ******* in the morning and they showed up at 11 ;10 they proceed to pack everything and said they would meet us on the other side meeting in ******* they ride on the other side 8 ******* at night inside just to break down our beds and the return the next day. My cleaning lady came to the house the new owners were there he called us to tell us there was still furniture at the house. On the go movers came to our house at 8 ******* and didn't tell us they left our furniture they returned the next day, and still didn't tell us that they left our furniture we were notified by the new owners of the home and the cleaning lady. What an embarrassment money cannot pay for things like this falls under integrity I look at this is abandonment of a job when you choose to leave my material things at another home and not tell me about it that's abandonment this company has no trust or integrity. They told me was gonna be a straight cost of $3600 was notified by my wife today that they charged me another ******* without my permission. This will be the beginning of my reviews. The next day I leave my wife alone unpacking and returned to swim with the helper and a U-Haul and all the rest of my stuff home company has no integrity. ;

  

  Business Response

  Date: 04/19/2025

  *********** was provided with an original quote for 2trucks, as we knew his contents would not fit in 1. He chose NOT to proceed with the 2nd truck, as he did not want to pay for it. Although not legally obligated, we offered $200 for their "inconvenience & lack of communication" although we feel providing an initial estimate for 2 trucks was transparent in stating what was needed to complete the move in its entirety. Regarding tardiness; the ferry is out of our control unfortunately & *********** was advised of the ferry delay the morning of the move, more than once. They were NOT charged for the additional time for the ferry, as their estimate was a binding flat rate- so although tardiness is not something we hope for, sometimes it is not something that is in the control of OTG, and in this case did not cause additional cost. We did go back after to get the remainder of the items at a discounted rate. The request for a $500 reimbursement is outlandish, and exceeds 50% of the move cost for the 2nd day- which we will not move forward with refunding. 

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23178063
  
  I am rejecting this response because:I am rejecting this response because: Regardless of the mention of two trucks and the ferry delays, the fact remains, after doing a walk through with the movers, they told us it would all fit. When they arrived at our new house they told us they got it all. This was a lie, our cleaning lady sent us pictures the next morning of all the stuff left behind. I just don't understand how they can leave our belongings behind and not tell us. We called the office the next morning and let them know and we were told we could hire them again to pick up the rest of our belongings. We had to rent a uhaul, get back on the ferry, and make a trip back to ******. To us this is bad business. We are requesting a $500 fee reversal as a good faith gesture to settle this matter. They charged us $1225.00 for the second day to move the rest of our belongings because they got here late on the first night. I hope this explanation will help to clarify why we feel as we do and why we are asking for compensation.
  
  
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:03/22/2025

  Type:Product 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.

  I apologize for asking for your help. I'm a senior citizen preparing to sell the family home to downsize. It feels I'm being taken advantage of due to my age. I contacted two moving companies for quotes to move furnishings to storage 17 miles away. They both had similar bids and I chose a local firm. Their actual cost was nearly twice the estimate.The estimate was 3.25 hours, and the final invoice reflects 6.25 hours. The lead mover called at 8:45 am stating they were on the way and arrived at 9:30. He called at 1:15 pm stating they were done. They were on the job 3.75 hrs, if you include 45 minute travel to/from their site it's 5.25 ****** addition to being nearly twice the estimate the hours are in error by 1.25 hours. At a minimum I was overcharged $306.25 (1.25 hrs x $245). Had Their estimate reflected the total cost, I would have chosen their competition. I sent them the attached note and received no response, but did receive the credit card charges on my account.

  

  Business Response

  Date: 03/22/2025

  Mr. ********** sent his email directly to 1 staff member of ON THE GO, at 10:49am yesterday 3/21/25, and has not allowed the legally obligated 48hr response time from our staff regarding his claim . Once our staff has a chance to review his claim it will be responded to accordingly. 

  Customer Answer

  Date: 03/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that waiting 48 hours for their case review is certainly acceptable. The note was sent to the single associate who represented the company to me with the estimate, logistics and agreement.

  ********* **********

  Customer Answer

  Date: 03/27/2025

  Thank you for your note. To correct my statement regarding the business response, the representative stated they require time to review the case and did not provide a position. Their response is therefore not accepted as a resolution to the complaint. 

  

  Business Response

  Date: 04/02/2025

  ************* has yet to follow protocol for reporting claims. He has not called into our office, nor has he reached out to the necessary personnel. The staff member he is stating he is reaching out to, has an OUT OF OFFICE reply on as he is out on medical leave with clear instructions on whom to reach out to, and ************* has failed to do so to process his claim. In order for us to process us any kind of claim, or have the opportunity to look into it, ************* needs to do his due diligence in getting the claim submitted properly. We are open from 7-3, 7 days a week, or he is welcome to email ****************************************** or ***************************************** for assistance. 

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23101622
  
  I am rejecting this reply because I've been passed to another company representative to evaluate the complaint. I have reached out to that representative and await their review and response.
  
  Sincerely,
  
  ********* **********

  Customer Answer

  Date: 04/07/2025

  Thanks for your note and your assistance ********. Yes, it has been resolved.  

   

  *****

• Initial Complaint

  Date:01/14/2025

  Type:Order 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.

  In August of last year I had hired on the go moving (Redmond location) to move my stuff from my apartment in Seattle to a storage unit in Redmond. On 1/5/2025 I hired the same company to move my items into my new place in Bellevue. After they finished I noticed my suitcase filled with expensive bags was empty. Everything I packed inside of it was stolen. I reached out to the company and they denied even having the suitcase. It wasnt included in their inventory list they made when storing my stuff in August. They sent me a picture of my unit with my stuff back in August and my suitcase was in the picture. I provided them the picture and showed proof my suitcase was with them and they are still refusing to do anything to help or compensate me. I looked at their Yelp reviews and around the same time last year there was complaints about stolen stuff from this company. Can you please do anything to help me? There was thousands over dollars worth of designer bags in there.

  

  Business Response

  Date: 01/15/2025

  Ms. ******* claim was processed per state guidelines. As mentioned to ********** the inventory she provided consisted of (2) items; A bed, and a couch. Upon her items returning to storage, it was significantly more. There was no suitcase on her inventory, nor did we have any insight as to what the internal contents of any luggage, boxes. bags etc are, as we do not open them. We offered her the state guideline on valuation (OPT 1, covers .60 per lb of lost or damaged goods), which she chose at the time of her move. The items she is claiming to be missing were only brought up after she was unhappy with the claim settlement amount which was offered for the scratches on her bed. No further claim to be processed. A settlement of $100 for her scratched bed, and $50 for the suitcase (more than legally obligated as it should have been closer to $20) was offered. 

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22811980
  
  I am rejecting this response because: first my suitcase was denied being at their facility and the movers didnt mark it in inventory when moving my my belongings into the storage unit. It was in there since August of last year. On Sunday, January 5, when the movers had moved everything into my new apartment of course I saw my bed was scratched before I looked inside of the suitcase. I could never imagine a company would steal from you so of course I didnt look at everything. They moved right away until later on as I was unpacking my things. after contacting the business, they claimed my suitcase was never with them, but I went back to the picture. They sent me of my inventory back in August inside of the storage and you could see my suitcase there after I contacted them again proving my suitcase was with them. They started denying once again. I am confident my belongings were in the suitcase and for this issue to just get brushed away by a professional company is unacceptable.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:10/23/2022

  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.

  On The Go Moving defrauded me to collect my signature on a contract, did not perform the service in the agreed to time limit with the agreed labor, sent unprepared and incompetent staff and damaged many of my belongings. They began harassing me for payment and when I told them I needed time to assess my damages and obtain legal representation, they reported the balance to credit bureaus to damage my credit. I have attached a complete complaint and explanation, evidence, correspondence, the agreed upon quote and the final invoice.

  

  Business Response

  Date: 10/25/2022

  According to my research, the account is in default, as services have been rendered &payment was not made. The original estimate was amended to reflect the proper monetary difference, and the total amount owed, its just. We do not offer insurance; however, **************** UTC has set forth Valuations in the form of 3 options. The details, and or options available are provided with the estimate for visibility to the client prior to the day of the move & the same details on each valuation can be found on ********** States UTC website as well. In regard to the valuation chosen & signed for by ************************* was option 1 basic valuation, which would be honored in the event the entirety of monies owed is considered closed. Although the claim states that ****** was defrauded to collect a signature, they signed 3 different times , for pre move release, option for valuation & post delivery move acknowledgement that all was accurate.  The outstanding balance is in collections &payment should be made accordingly.

  Customer Answer

  Date: 10/25/2022

   
  Complaint: 18300896
  
  I am rejecting this response because:

  On the Go Moving continues to lie. The signatures on the form attached do not match up because I did not sign 3 times. However, even if I had, there is something calling meaningful choice in the law that states consumers must be presented with the context of what they are signing - I was not given that at any point because their staff opted me into things on a separate page. This invoice was not paid because I clearly stated multiple times my intention of retaining legal counsel, despite this, On the Go proceeded to send my account to collections before it could be resolved properly.
  
  Sincerely,
  
  *************************