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:07/30/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 November 2023, I entered into a contract with MOVE US LLC for a long-distance move from ********** to ******Price Deception I was quoted a total fee of $1,887.84 over the phone, which I confirmed multiple times as an all-inclusive price. However, when the movers arrived, they attempted to charge me additional fees such as long hallways, elevator use, and packing. I reluctantly paid an extra amount to proceed with the move. This practice was deceptive, as these fees were not disclosed despite my clear communication about my situation. The price was falsely advertised as all-inclusive.Loss of Critical Items Upon delivery, I immediately noticed that two boxes were missing. I provided photos of the missing boxes to the moving team, who assured me they would look for them. After months of waiting, I was informed that the items were lost. These items held significant sentimental and financial value, and I received no explanation of how or where they were lost.Ignoring My Inquiries After learning my items were lost, I attempted to file a claim following the outlined process. However, I encountered a block on my claim (seemed like system block imposed by the business), preventing me from proceeding. Despite contacting the company multiple times to inquire about filing a claim for compensation, my requests were ignored. The items lost are irreplaceable, and this lack of response is unacceptable.Blocking Me from Filing a Claim Due to the company's unresponsiveness, I have been unable to file an insurance claim to which I am entitled. After months of seeking a resolution, I have yet to receive any assistance or compensation.I demand immediate action to resolve these issues, including compensation for the lost items, a refund of the moving fees, and additional compensation for my time and distress dealing with this situation. Prompt attention from the business to this matter is required.

• Initial Complaint

  Date:06/10/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Please read the below document to read the details of the complaint.

• Initial Complaint

  Date:03/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  hired Moveus to move me from ********** to ********* and was given a price that more then doubled by the time my items arrived. Nothing they said was true from the hidden fees rot the finial delivery.the day before the scheduled delivery the driver texted me that he couldn't deliver because his truck wouldn't fit on by street so he what'd to rent another truck and people to deliver my items and of course it was going to cost more. I had 1 day to find away to retrieve my items from the driver at a truck stop. I hired a local mover to retrieve my items and the drive for the original company would not let the new company lord my items on their truck they watched as the company driver load their truck.when my items arrived at my location and was unloaded I received items that were not mine and had items missing. the original drive never gave anyone the inventory paper work. once I discovered the missing items I called moveus and notified them to the problem. they gave a website of a company that did noting to remedy the situation.after that day all my phone calls and emails have gone unanswered. this company is a scam.

• Initial Complaint

  Date:12/05/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 and sales representatives are all fraudulent. They misrepresent their business and services. I was quoted initially and have seen an increase three times. Its been a month and they refuse to deliver my items unless I pay extra. This is a hostage situation due to their lies. They stated them at customer service would update me on my move and have not. They are past the 21 business days and still wont confirm a delivery time. **************** has hung up on me and has not answered any of my follow up calls. Will have to involve authorities to receive my items. Stay far away from this company!!! They are not movers but brokers and will try to scam you.

• Initial Complaint

  Date:11/15/2023

  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 should have ran away when I got the chance. I booked with this company to my mistake. Its been 4 weeks and no contact from their end on where my things are. It is an unfortunate situation as I do not have clothes or basic necessities to live while they are holding my things. I have been told numerous different things by ********* in the customer support office. Now they are Blatantly ignoring my phone calls. So unprofessional and price was an issue. Was quoted $2500 and now paying $7400. After reading others complaints, I am now afraid my belongings will not get delivered or will be lost. Please take your business elsewhere and book with another moving company.

  Business Response

  Date: 11/17/2023

  Dear ***********************,

  I want to express my sincere apologies for the challenges you've faced with our moving services. Your feedback is crucial, and I am committed to addressing your concerns promptly.

  Upon reviewing your case, I understand that your First Available Delivery Date (FADD) was scheduled for October 31, 2023, one week after the pick-up date. The estimated delivery window provided was between 12 and 30 business days. It's important to note that while we aim to deliver within this timeframe, it is not a guaranteed delivery date due to various factors affecting our logistics.

  I appreciate your patience as ********* and **** have been diligently providing you with updates every few days. Their efforts are crucial in keeping you informed, and we are working to enhance our communication to avoid any further discrepancies.

  Regarding the unexpected increase in the quoted price, I understand your dissatisfaction. I want to clarify that this increase was due to additional inventory and packing services added during the pick-up, as well as a previously communicated stair fee. We are committed to transparency, and we will thoroughly review the billing details to provide a clear explanation of the charges.

  Your belongings are of the utmost importance to us, and are always stored in private controlled environments whether our storage facilities or on the road in one of our moving trucks. I acknowledge the stress associated with the delay, and we are taking immediate action to rectify the situation.

  Please accept our sincere apologies for the inconvenience you've faced. We value your business and are committed to resolving these issues promptly. If you have any further concerns or questions, please feel free to contact me directly at ******************************** or **************.

  Thank you for bringing this matter to our attention, and I appreciate your ongoing patience as we work to make things right.

  Sincerely,
  Vladyslava | Move US LLC

• Initial Complaint

  Date:11/03/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  We paid over 2.5X the original quote by the end of the job, and it took over a month to receive all of our things. They originally said that it would only take a week tops. A week went by, then two, then three, and nobody could tell us when we could actually expect our things to leave the holding facility in CA. The first half of our things came two days AFTER we brought home a newborn baby at the end of February. The rest of our things came two weeks after that. One guy delivered the first half on his own. Two guys delivered the second, but one had to leave after an hour because of a family emergency. We paid what was owed on the second delivery, but I forgot about the transaction limit on Zelle. Part of the payment was pending and wouldn't go through until the next day. They require all payments to be processed before they unload, so I paid the remainder using Venmo with the assurance that I would be refunded. I called customer service 2-3 times a week to see when I could expect the refund the process. Every time they sounded surprised that I hadn't received anything yet and that someone would reach out to me later that day. Nobody ever did. Then they finally said that I would need to submit a claim to a third-party company before I could be refunded, but the claim would take 120 days to process. I submitted the claim, it went into the queue for 100+ days but was finally reviewed. Move US finally said that they'd asked the claim reviewer to close my case and that they would refund the money ASAP. That was over a month ago. I've called several times and have gotten the same message each time: they would contact finance to let them know that I am still awaiting the a refund, and that they would follow up me when they heard back. I just want my effing money back. What a nightmare.

• Initial Complaint

  Date:11/01/2023

  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.

  I signed a contract with this company in September 22nd 2023 to move us from ******* to MI. The original quote was for **** dollars. I just received a call from ****, at Move US stating we owed another ******. About 30 minutes after that call, **** called us back and said we owed another 600 dollars for same day deliver, TWO DAYS before our scheduled move. This company is deceptive and they wait until your hands are tied to EXTORT you for more money. We are contacting our Attorney, to settle this debacle once and for all. They are deceptive, and money hungry. Avoid this company at all costs!!!!

  Business Response

  Date: 11/13/2023

  Dear *********************,

  We appreciate you reaching out and expressing your concerns about recent adjustments in shipping costs and alterations to the delivery destination for your space-based reservation. We understand the importance of transparency and value your feedback. Allow us to provide context and explore potential solutions to address your specific situation.

  Firstly, we recognize that any increase in shipping fees can be unexpected and may impact our customers. Our decision to adjust these costs is based on various factors, including rising transportation expenses, fuel prices, and operational costs. We want to assure you that we continuously strive to balance these considerations while providing competitive and reasonable rates.
  

  Additionally, we acknowledge the inconvenience caused by changes with space-based reservations, adding additional inventory before your pick up will always increase the cost of your move. Increasing your inventory along with requesting same day delivery comes at a higher price point, this is an added service, standard delivery time frames come at no extra cost to your move.
  

  Your satisfaction is our priority, and we apologize if this transition was not communicated as effectively as it could have been. To address your specific concerns and discuss potential solutions, we encourage you to contact our customer support team at **************. Our dedicated team is ready to assist you and find a resolution that aligns with your expectations.
  

  We appreciate your understanding and patience as we navigate these operational challenges. Your feedback is crucial to us, and we are committed to providing the best possible service for our customers who have invested in space-based reservations.

  
  Thank you for your continued support.

  Sincerely,

  Move US LLC

  Customer Service Team

  
  

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20812652
  
  I am rejecting this response because:
  I received and signed 4 different quotes and then when the movers arrived at 11 pm est, they demanded another 150 dollars.  We will have no choice but to have our attorney review the said contracts and proceed with this in court! 
  

  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/17/2023

  We understand you wanting to reject our response but when you change your inventory on a space-based reservation it affects the pricing of the estimate. We gave you the option to revert back to your original quote to keep the lower price if this was out of your budget and you insisted to keep the updated estimate with the higher costs.

• Initial Complaint

  Date:09/05/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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 paid Move US to move all of my personal belonging from ********* to *****. On delivery to my in-laws place, they moved what they thought were all of our boxes in. When I finally got to *****, they had accidentally switched some of my boxes with another mover's boxes. I have contacted them MULTIPLE times since delivery (delivery being June 3rd) and they keep giving me excuses on why they can't find my boxes and how they are waiting on someone else to give them info, and I am sick and tired of calling them. They keep saying they have been busy and that eventually I will get them back, but they are not being proactive, nor will they keep me updated. I am frustrated and sad that I lost my boxes. I only shipped the items that were most important to me, and paid a lot of money to have those items shipped, only for this company to lose my items, the one job they had.

• Initial Complaint

  Date:08/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Dishonorable. I placed an order for a mover I spoke with ******** and then **** and again ********. I had to give a credit card which they were to use for deposit after we have agreed date and time for pick confirmed then the rest was to be paid in cash or venmo only. We decided not to move and we called and told then to cancel and we were not moving We were thinking move would be around aug 25 and no promises of dates or times were given . On August 12th they charged my credit card $1274.20 I had cancelled agreement as nothing was set up for definitive date and time etc and we were no longer moving I spoke to **** on 8/16 asking for refund that i was no longer in need of services and within he limit of contract as we never had a guarnatee date and time . he told me ******** would refund me but she was out of office and she was the one to do refund as he does not know how. She was not availble and that she would call me the next day which would of been 8/17 but she never called me nor did they refund me . I have emailed them, i have called them and I have reported it to my credit card company. then i spoke with ******** on 8/18/2023 who sent me to **** who told me to call my CC company was doing a chargeback and that i must stop the chargeback or i will not get my refund and he had to be on the phone with me while i called credit card compawhen i did it! I refused to do that so he says i wont get my money back yet they should have never billed me as i never recieved any service / it is hard to get a real person and they hang up on you and switch you from **** to ******** to **** with no resolutions at all Help icancelled within 3 days and the order wasnt until 28th which the paper says i can do and they verbally said i **** get refund but have not!

• Initial Complaint

  Date:08/07/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Run!!! Don't walk away from this company that exhibits fraudulent practices and trains their employees to lie and lie again!This horrible company is a complete and ridiculous joke. They hold your belongings hostage until you pay TWICE the quoted amount under duress. I made 10+ phone calls in 3 weeks time to try to help my daughter get her belongings back. They promised action and said they'd call me back more times than I can count. No action was taken and I never received a single call back. I had to call in multiple times a week. So did my daughter.I spoke to ****, ********* and ***** multiple different times and was told a different story EVERY SINGLE TIME!!!I was told she hadn't called in to release her belongings from storage (she never asked for storage) I was told they were waiting on a truck that would arrive the next day (I was told this 3 times a week for about 3 weeks!)I was told we'd receive a refund for all the issues. I didn't ask for that. I just wanted my daughter's belongings delivered and at no extra cost. Then I was told the maximum additional charge would not be more than $500. And that it would only be charged if there was a shuttle required...but that was rare and not to worry. Then they finally delivered everything almost 2 months later and charged us an additional $2200!!! My daughter lived in a 260 square foot studio. Her only larger items were a full size futon mattress (no frame), a small desk and chair and a papasan chair. That's it!!!And about 20 boxes of personal items. They charged her almost $6,000!!!Twice what they said it would be! I have all dates and correspondence documented. So does my daughter. I don't just want a refund of AT LEAST $2200. I want this company shut down!They are thieves, frauds and liars!!!You don't get your belongings back unless you pay a lot more money. It's repulsive and disgusting and they should not be allowed to operate this way. It's wrong on SO many levels! It's criminal!