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:08/03/2023

  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.

  My experience with Move US Pro was abusive. I wanted a service to move my small move from my ************ up was on 6/8/2023 and I received it on 7/18/2023. All was paid under duress before my items arrived. The following issues and happened from 5/2023 - 7/18/2023:-An employee entered the wrong dates for my pickup. I was charged despite it being an employee error. I made this change over 5 days before my new pickup date and was unable to get a reply from Move US Pro until right before pickup. I gave them evidence of this to them and they said the employee left the company. -***** said I would receive a discount on my move due to the move taking longer than usual. She then said that only a claim could be filed. Another employee, *********, also told me that they were working on a discount for my total moving fee, but this never was addressed.-They said moves rarely take 14 days. They also said moves take up to 14 business days and up to 30 business days. **** made this claim of 2 dates within the same statement, citing the contract allowed them to delay moving items while saying they would be picked up soon.-Employees said conflicting information such as my items were being picked up at the end of the week then radio silence.-***** said the most I would pay for the last part, after already paying the quoted amount, would be a ****** shuttle fee if needed. When trying to get this info on paper, I was told I had to pay over ******* more for the remainder of my move after the fact even though i packed less than quoted. 48 hours before delivery they texted saying the driver determined i would pay a $616.50 shuttle fee despite having a huge lot with easy access. They said I could avoid this by meeting them at an undisclosed location despite promising a door to door moving service. -The only option to file a claim, is only for broken items through a 3rd party.-I got my items from the movers 40 days later 3 boxes of mine were missing and a bookshelf was destroyed.

• Initial Complaint

  Date:08/01/2023

  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.

  ****/***************************. Job Number is NC3215200 I believe First of all it took 6 weeks to get our stuff which is way unacceptable. We have to live in hotels that cost $$$. I can see 2-3 weeks but 6 weeks is not cool. Everytime we called they said the truck was out on the east coast. Then we called and said they truck is here but not going your way. Then called again and said we would be the 1st dropoff cause it took so long and that was not the case we were the last ones to get our stuff in the truck. Horrible communication in the company. We got our stuff and we are missing a box or 2 but 1 for sure. Our mattress was also ripped. It looks like it got ripped when the guy who cut the tape and mattress cover off with his knife cut it. So we are very disappointed in the company and was hoping u guys would help us out. Tried contacting them and they keep ignoring me

• Initial Complaint

  Date:07/27/2023

  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.

  On May 30, 2023, I contacted Move US to request a quote for a move from CA to **. While on this initial call, the agent asked me to list the items that I would be moving, and provided me with a quote and offered a significant discount if I paid a deposit then and there. Against my better judgment, I paid a deposit of $1798.64 with the understanding that it was refundable if cancelled at least five business days prior to the move date, which I was told would be June 16 (though they documented it as "June 15/16". Over the weekend, I did research on the company and found multiple complaints against them, including for exactly the scam they pulled on me. On June 1, 2023, I sent notice of cancellation to the email address provided at the top of the moving estimate ********************************* On the same day, I noticed another email in the correspondence and forwarded the cancellation to ****************************** On June 9, ***** reached out to me claiming no knowledge of the cancellation. In the last page of a document linked to in the estimate is a different email ******************************************** they require cancellation notices to be sent to. So notwithstanding that I had provided constructive notice of cancellation to two agents, they said that notice was not really received until I sent it to that specific address, which I did on June 9. They now claim that the move date was June 15 (not 16, as I had been told verbally), and that my notice was thus not at least five business days in advance. That they reached out on June 9 is a clearly calculated part of this scam. So they have not refunded a ***** of the $1798.64.

• Initial Complaint

  Date:07/13/2023

  Type:Order 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.

  My husband and I recently moved and hired a moving company, Move Us. They are holding our belongings hostage. They provided an original estimate of $4000 to pack load move and deliver our belongings. We put down over $***** Deposit with the remainder to be paid upon delivery. On the day we had to move they showed up several hours late and after loading our stuff onto the truck they increased the estimate to over $8000. Unfortunately, having no way to contact their office or another moving company since it was after hours and needing to vacate our apartment by the end of that day, we had no option but to sign the revised estimate they gave us. We then continued on our journey to our new location. After not receiving our belongings at our new location and being given numerous reasons for delay, we were then told we have to give them another *****+ before they would make the delivery. Unfortunately we paid them because we needed our belongings. They then told us it would cost an additional *****+ dollars over the 2nd estimate to receive our belongings. When we told them we were not going to pay any additional charges they then transported our belongings to *******, ******** with the reasoning that that was where their local storage facility was and we were told that we now have to pay an additional several Thousand dollars to have our belongings re-delivered to us or we need to jump on an airplane and fly to ******* to get our belongings ourselves and pay *****+ dollars to have our belongings released to us.We are now in a new state with our children with absolutely none of our belongings and were out appx $6000 we have already paid this company.Unfortunately, after this happened to us we found out that this company appears to open and close its doors under different names and has 23 Better Business Bureau complaints from last year and around the same number from this year all with similar circumstances.

• Initial Complaint

  Date:07/12/2023

  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.

  We hired MoveUs Pro back in April for a long distance move from ********** to ********. In our search, they claimed to be "experts in long distance moving" and quoted us $1700 to move our items. We took a week to think it through and they upped the price to $2k, but we agreed since we took our time deciding which service to use. Once we booked with them, it was downhill from there. They never asked us for photo proof of our items, and when the movers arrived in ********** we were upcharged $4,000 extra dollars because we had "more" stuff than what was expected, yet we had told them every large item we were bringing so there would be no surprises. They charged us an elevator fee that we didn't know about until day of, and dropped multiple fragile boxes as they loaded the truck. They also told us that all of their movers work directly for them, but they told us they were simply hired by the company to move us. Then, we waited from May 27-July 6 (the very last day they offered delivery) for our items without every hearing from customer service on an update without us calling them first. We had to cancel our flights 3 times because our things kept getting delayed and we never knew about it unless we called them first for an update. We lost thousands simply on hotel and flights we had to cancel. Once the movers arrived in ***, they upcharged us again for shuttle service because they claimed the van couldn't fit on our street (it could) and much of our furniture was broken/damaged including multiple ************ of clothes that were soaked and moldy from rain damage (we had to pay $500 to get it cleaned because it was simply too much to do ourselves). Not to mention the electronics that were water damaged as well. Throughout our process we never heard from customer service unless we called them first, which defeats the purpose of having customer service to update you on your move. We felt like we were held hostage by them and were forced to pay thousands extra on the spot

• Initial Complaint

  Date:06/30/2023

  Type:Billing 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.

  6/10/2023 I was quoted in February of 23. A quote of **** day of my pick up 6/10/23, a crew came and viewed my 2 bedroom apartment and said it will be **** to relocated my belongings and i had to pay **** up front before they will begin doing any work they charge for a long haul which was 75 dollers and 75 for extra stairs after 7 stes and there was only 2 stairs after 7 stairs they used my balcony to put stuff over didn't use stairs half the time. I asked them why was they doing that and they said it was easier but you charged me for "extra stairs". When the were packing the truck they left my Exercise bike and my big rug behind saying there is no room which it was and it was on my inventory.. i took pictures and video of EVERYTHING. Then i asked when will my stuff will be delivered to my new residence and said by 6/15/23 i haven't received nothing till the 20th and when the truck came he came in a huge simi truck and was stating i need a ******* to move my stuff which i thought they was coming in the truck that picked my stuff from. He said they are another company. I said I'm not paying no ectra money. The truck came. There was only 1 man that came he said his other partner didn't show up. My husband and son was home thank God. They had to help the 1 man that came snd he wasn't going to go down on the price or open the truch until i pay the remaining balance of ****. I paid him in cash. Myb2 men had to help this man move our stuff to my place. The man that came had to take multiple breaks why did I pay this company **** for nothing this is the worst over price company ever. The one man that was paid to do the job took about 10 to 25 breaks while MY 2 men continue to do the job. THIS COMPANY IS THE WORST. I called the company to flieva complaints they said fill out a paperwork and they never called me back or handle their lies. PLEASE DO YOUR RESEARCH AND NEVER GO WITH A COMPANY THIS COMPANY NEVERRRRRRR

• Initial Complaint

  Date:06/17/2023

  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.

  Move US LLC (First ****************** took our household items (beddings, furniture, freezer, TV, living room furniture, etc.) on May 15, 2023 to be delivered within 21 days but failed to hold their end of the bargain. It has been 33 days since our items were picked up, and no one can tell us when our things will arrive. The sales agent (******) who promised to stay in touch throughout our shipping process disappeared after we made our initial payment of $2,002.90. When we contacted their customer service (Agent *****), they were rude and very evasive about when our items will be delivered. There has been no resolution on our case. Regrettably, we got charged a higher price at pick-up versus what ****** quoted us. We don't know the status of our shipment and if our items are safe and not damaged. This company is a complete scam wreaking havoc on innocent families. No one should be allowed to do business with them, and if they can be stopped, please do so ASAP to avoid more people falling victim to their deliberate deceptive practice. People need to stay away from them.

• Initial Complaint

  Date:04/17/2023

  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.

  On 12/22/22 Move US LLC charged me a deposit on a residential move slated for 1/30/22 from ********, ********** to Newport Coast, **********. The representative who quoted the move on the phone had discussed a certain amount of space reserved for the contents of my storage unit in ******** to our new garage in **********. The agreed quote came in at $2,889.76. I assumed based on the claims by the representative, ******, that while there was specific space reserved, any small adjustments wouldn't change our price. I was also told the delivery would occur within just a few days of the intended first delivery date (2/1). We thought everything was fine until a phone call on 1/25 by a representative to confirm the space needed for the move and the pickup details. This agent informed us that, in fact, should we go over our allotted space the price would go up dramatically and if we didn't reserve the space ahead of time, we may not get more and we'd have to leave items behind. This was not made clear to us during the quoting when we agreed to terms and paid our deposit. This "clarification" also came exactly 5 days prior to the pickup date, which is coincidentally the minimum period required to cancel and receive a deposit refund. We were concerned but decided to try to make everything fit or leave some behind. Then, just two days before our move we received another call from Move US telling us we had to pay cash or a cashiers check upon pickup for the balance, which was different than our understanding of being able to pay by card. We informed the rep we were not comfortable and at this point, wished to cancel our move. We were not offered any credit even though we had multiple concerns that, while listed deep in the fine print of the contract, contradicted everything we were told by ****** at booking. We ended up renting a truck and moving ourselves. No refund by Move US was ever issued and they ceased all communication with us trying to resolve things amicably.

• Initial Complaint

  Date:04/08/2023

  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.

  On Friday March 31st move us movers came out to my storage unit to move my belongings from ********** to ******** I was quoted a price I was quoted an amount of my belongings the movers that came out were extremely rude and ended up not putting one item that was on the original estimate on the truck which included my bed my armoire and some other things but instead they were too busy trying to use as many wardrobe boxes as they could so in the end the price went up from the original estimate which was $3,500 to **** and not one thing from the original estimate got put on the truck I requested that everything get taken off the truck I was told no the mover in charge started screaming at me so loudly that an employee from the storage company had to come over because he said he thought he was going to hit me there was three of them and one of me I've tried to call and speak to someone about it I keep being told I will receive a call back I yet have received a call back I have no idea when my belongings are going to get delivered I have no idea what's on the truck I just want my bed and the things that I was originally given an estimate for I would much rather have my bed and my big belongings then yard art that was packed in a wardrobe box or in high chair that was packed in a wardrobe box now I have to pay for storage in ******** a storage in ********** and still figure out how to get my stuff out to me it's costing me twice as much money and now I don't know what I'm going to do this is by far the worst moving company I've ever had to deal with and I used to work for one I know this is not how they operate that main mover seen a single female by herself and decided to bully me and it was all caught on camera and I have a witness so I don't know what they plan on doing but they need to make it right.

• Initial Complaint

  Date:02/13/2023

  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.

  September 2022, I used MoveUS.pro to move from ********* to ******. During the move they lost my queen size mattress. I filed a claim through CSI and provided all necessary documentation. The claims process was concluded on October 29, 2022. It was determined that I was owed $48 for the missing mattress. To date, I have not received payment. I sent emails to the organization on the following dates, January 3, 2023, January 12, 2023, January 26, 2023, January 31, 2023, February 2, 2023, and February 11, 2023. I received replies indicating they would look into it on January 5, 2023 and January 27, 2023. That was the last time anyone replied. On February 11, 2023 I also called the company (using a different phone number because they no longer answer my calls) and finally spoke to someone. They recommended emailing the owners at ****************************** so on February 11, 2023, I sent an email to the suggested email address. They have yet to reply.

  Business Response

  Date: 03/02/2023

  First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services. We recognize that the clients claim settlement payment took longer than expected to be processed and understand their frustration with the delay. With this being said, we have reached out to the client to confirm that the check was mailed out on _2/13/2023__ and should be received within the next _3-5__ days. We regret that the client found it necessary to file a complaint and trust that this matter can now be concluded to their satisfaction. 
  
  

  Customer Answer

  Date: 03/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. While my experience was not satisfactory, the company finally sent the owned money and our business is now concluded. Thank you for your assistance.
  
  Sincerely,
  
  **************************************