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:02/01/2023

  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.

  In November 2022 I contacted the company. The lady was extremely pleasant and nice and I told her the items exactly and she gave me an estimate. I asked if I could pay with a credit card and she said absolutely I give a deposit with a credit card And felt safe that I have the credit card insurance. A few days before the pick up. I was contacted by representative and I added a few more items and gave an additional deposit with a credit card. when they came in to pick up the furniture we had everything packed bubble, wrapped taped and ready to go by the front door with no stairs or anything my husband was helping them move the furniture so it's easier The driver suggested to put cardboard around the paintings, which was a total of 4. my husband said sure I have a lot of cardboard in the basement. I will go and do it and the delivery person told Him never mind you don't need to. I can do it for you with no problem there is no charge for that. When they loaded everything on the truck they ask for additional deposit of 60%. There was an additional charge for $550. When we enquired as to why they said it was for the cardboard and tape. And they insisted that we have to pay the deposit now with ********************* or cash. They will no longer take a credit card. I called the company right away and they told me that I should just submit. I'll complain in the end and they will refund me the additional $550 for the cardboard and tape .Two weeks later, a day before delivery. We get an email that they cannot deliver our staff, they need a shuttle to deliver to our house because they're claiming there an 18 ******* truck cannot through our subdivision.. And there will be a $400 minimum charge. Even though we had 18 wheelers trucks, going to our house all the time. We had an 18 ******* truck. Deliver our car right to our door. With no problem.I called the company again and provided a map of our subdivision, which is a straight circle with pictures showing them that there will be absolutely no issue for the truck to get in and out but they informed me that if we don't pay cash, they will not give us our things. So we paid and then they gave us our things. And we realised that half of our items are not in and. It turns out to be that some of our items were delivered to the wrong house four hours away. They told us that they're going to ****** reimburse us for the cost for us to go pick it up, or they will pick it up for us it has been over two months they stop answering our calls or messages and refuse to compensate us for the cost of getting out belongings from a location 4 hours away.

• Initial Complaint

  Date:01/27/2023

  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.

  I talked to ****** at Move US. I went through my belongings with her to move from ******* to ********* and she gave me a quote of $2319.98 with an initial down payment of $579.99, paid by CC. On that call she told me I didn't need to worry about packing things like my tv or Peloton and the movers would take care of that for me. She did not disclose that there would be additional fees for that (or I would have done it myself) or that they only take CC for the deposit (or I would have never booked them). I added some items in the coming week (but also took some away) and the estimate went up $1000, which I agreed to. After 4 PM the Friday before my Saturday morning move date they called to confirm and that is when they informed me they only take cash and I would need 60% at time of pick up. I needed to pay by CC as I'm being reimbursed for the move by my employer. Would have never booked them if I had known that. On top of that, when the movers had finished they told me the total would be well over $5k with no explanation of why it ballooned so high and will not give me a delivery date for my belongings until I can pay. I have never seen a more blatant example of bait and switch. All I want are my belongings back for the price I agreed to. I should have never been expected to come up with almost another $3000 cash on the spot for no good reason.

  Business Response

  Date: 02/07/2023

  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.

  Our team works together with the client to prepare the estimate, including the inventory list, based on information provided by the client. Once the estimate is complete, it is presented to the client for their approval, which is confirmed with an electronic signature. The terms of the agreement including payment options, packing materials, and bulky items are clearly laid out in the estimate, and it is the clients responsibility to ensure that they have read and understood those terms before signing. The client received and electronically signed updated copies of their estimate at least 4 times prior to pick up and had ample opportunity to cancel without penalty but chose to move forward. 
  

  Payment options were also verbally explained to the client prior to pick up, at which point the client stated that they were planning to pay with a credit card but would figure something else out. Again, the client had ample opportunity to cancel but chose to move forward fully aware of the payment options. Had they informed us that this was an employer sponsored move, we wouldve offered ACH transfer as an additional payment option as well as more time to prepare the payment.

  Regarding the onsite increase, this would be solely because the client decided to add additional items to their inventory, purchased packing materials and had bulky items. The client was informed multiple times prior to pick up that any additional items not included on the estimate would be charged based on the agreed upon per cubic foot rate. Per federal regulations, any additional items and services requested which were not included in the original estimate and may result in additional charges require that the movers provide the client with a revised binding estimate which automatically cancels any previous estimates. 
  The client was provided a revised binding estimate which included all requested additional goods and services prior to loading the truck, to which their signature attests. The client also received a packing materials price list with an itemized breakdown of all packing materials charged, to which their signature attests. The client claims that we refused to explain the increase, but we did exactly that even though they were provided with clear documentation of all charges onsite.

  With this being said, we had already reached out to the client to work on a resolution prior to filing this complaint. Our agreement was not violated but we agreed to make an exception and arranged payment via Venmo so the client was able to pay the entire remaining balance with a credit card. We regret that the client found it necessary to file a complaint anyway, but we trust that the above explanation enables them to better understand our position in this matter.

  Customer Answer

  Date: 02/14/2023

   
  Complaint: 18940841
  
  I am rejecting this response because:

  The only point that was addressed was the on that got the company paid. I have been talked down to, yelled at, hung up on and promised calls/txt/emails back that have never come. And after all that, 25 days later I have a vague idea that my things should be being loaded on a truck today or tomorrow (no one called/txted me back to confirm). There's supposedly a facility manager who knows when the trucks should arrive, but "they don't talk to customers". I also asked to speak to a supervisor and was told "the only one above me is the owners and they don't talk to customers". My repeated emails to address the overage charges have been flat out ignored. So to recap, I paid 3x my original quote to not receive my belongings and no one at the company has been willing to work with me. 

  
  So to recap, it's been 25 days, no confirmed delivery date and additional charges that they are refusing to address. 

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

• Initial Complaint

  Date:01/23/2023

  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.

  On 3/30/22 we used MoveUS for a move from CA to NV. We were originally quoted $9,340 for the move. We asked for assurances that our items would not be unloaded and reloaded.On moving day, they came in 2 small trucks. The lead walked through and came back and said it'll cost $19,000. In a bind we went with that.They were unable to get everything loaded and had to come back the next day to finish with a 3rd truck.When they delivered the first load 2 weeks later, it was obvious things had been reloaded. They showed up (1 guy to unload), told us it was going to be $29,000 and wouldn't unload anything until we paid.It took 3 trips over 3 weeks (5 weeks from pickup) to receive our items.They wouldn't unload the final truck until I signed all the paper work. This included the inventory sheets.The contract stated they would reassemble furniture. They did not do this.Several items were missing completely. Because we had signed the inventory, nothing was done.A number of items were broken or damaged. We went through the claims process with their claims company, CSI. They sent the signed settlement to MoveUS on 9/10/22. I have since tried multiple times to get resolution and payout from Move US but they never respond.

• Initial Complaint

  Date:01/10/2023

  Type:Service or Repair 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.

  Questionable business practices and professionalism.Over the phone, we were given a quote in advance of our move date based on the number of rooms, furniture and other possessions in each room. The quote was arrived at after a couple of rounds of negotiating against their competition. We were moving a long distance and they scheduled availability the day before our actual move. When the movers arrived, they took physical inventory and argued that the amount of moveable items was more than what was shared over the phone. They would not begin to work until we negotiated a new price with their office. Hours went by and they took full advantage of the timing of our departure. The sales person in their office was never clear on how he arrived at the difference in pricing. He kept shifting criteria in a way that suggested to us that he himself was confused. We had to ask for clarification several times and all that he kept saying was that he could not spend the time preparing a detailed reconciliation nor could he share any level of detail In the end, we paid a material amount more than the original quote and more than the competition. We felt scammed.Fast forward to arrival date at our move destination...the two movers said that their truck was too big to drive down our long slanted driveway. So, rather than bring or rent a smaller shuttle truck, the two men spent the entire day walking furniture down the driveway. They asked us if we could order them lunch as they had not packed any. We said of course and then they ordered $56 in tacos.When hiring a moving company, make sure that you have them physically come to your home and sign off on every possession being moved. Most importantly, beware of this type of shady business practice.

  Business Response

  Date: 01/16/2023

  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.

  Our team works together with the client to prepare the Estimate. Inventory is based on the information provided by the client. We present the client with this information for the client to review the Estimate reflecting the inventory, then the client approves with an Esign. If the client had more cubic footage then this would be solely because the client decide to add additional items to their inventory. We can accommodate additional items on-site with the understanding that they will be charged based on the agreed per cubic foot rate.

   Per federal regulations, any additional items and services requested which were not included in the original estimate and may result in additional charges require that the movers provide a revised binding estimate which automatically cancels any previous estimates.  The customer was provided a revised binding estimate which included all requested additional services prior to the loading of their goods to which their signature attests.

  With this being said we have reached out to the client to work on a resolution to their complaint. Our agreement was not violated but we understand if information provided to the client was not clearly explained. We apologize if we have caused the client any grief during this process.
  
  We regret that the customer found it necessary to file a complaint, but we trust that the above explanation enables them to better understand our position in this matter.
  
  
  

  
  

  Customer Answer

  Date: 01/18/2023

   
  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.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:12/29/2022

  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.

  Move US LLC also known as moveus.pro offered me a low quote estimate, I checked the cost of adding items and got subsequent quotes and decided to get rid of items instead. Upon arrival the ******* immediately said he would have to charge me for more space (he did not check the items, I had less than quoted) and also added other charges and wrote up my boxes were bigger than noted apparently (it says ********** medium on the boxes) which was what was quoted. This is their general business practice though it is on every legitimate review on their company. The mover (*******) told me he would bring it tomorrow (in state move) and of course the actual document says **** business days, which is obviously part of the scam. It was picked up on December 6 and it is December 29th and my only response has been weekly emails saying it will be within the time period. Their customer service is awful and forwards calls to voicemails and hangs up. I have been told 3 time a manager would contact me about the price upcharge with no response to date.

  Business Response

  Date: 02/07/2023

  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. 
  

  Per our Estimate and Bill of Lading governing this move, we have up to 30 business days from our first available date to deliver the shipment.Although we work very hard to meet our customers requested pick-up and delivery dates, sometimes it is not always an option for a variety of reasons which makes the logistics of the moving industry complicated and unpredictable. Unfortunately, delivery of the client's shipment was delayed due to unforeseen logistics but we kept in communication with them throughout the process and while the timeframe did exceed the average of **** business days, the items were ultimately delivered within the timeframe guaranteed in the contract.

  Regarding the charges added onsite, this would be solely because the client decided to add additional items to their inventory, purchased packing materials and/or had other additional services not included in the move. The estimate, which was approved and signed by the client multiple times prior to pick up, clearly states that any additional items not included on the estimate would be charged based on the agreed upon per cubic foot rate. Per federal regulations, any additional items and services requested which were not included in the original estimate and may result in additional charges require that the movers provide the client with a revised binding estimate which automatically cancels any previous estimates. The client was provided a revised binding estimate onsite which included all requested additional goods and services prior to loading the truck, to which their signature attests.

  With this being said, we have reached out to the client to work on a resolution to their complaint. Our agreement was not violated but we understand that the delay may have created a hardship and sincerely apologize if we have caused the client any grief during this process. We regret that the customer found it necessary to file a complaint, but we trust that the above explanation enables them to better understand our position in this matter.
  

• Initial Complaint

  Date:11/04/2022

  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 am moving to ******** in November, 2022. Move US LLC has reached out to me, I had a nice chat with ***** (that is how he introduced himself,), and paid Move US LLC a deposit of $461.44 on October 12, 2022. Everything seemed fine till October 17, 2022. On October 17, 2022 I have reached out to ***** to see if they could send me a COI form required by the building management in ********. He said Move US LLCs team is going to send it to me. It didnt happen. I have followed up on October 21, 2022; then on October 24, 2022; then on November 3, 2022. Till November 3, 2022 he kept saying that Move US LLCs team is going to send me a COI form (required by the *****************). Message I sent on November 3, 2022 has been ignored by him, I have also e-mailed customer support at ********************************** no reply, I have called their number - ************** - no answer.

  Business Response

  Date: 11/08/2022

  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.

  This client requested a Certificate of Insurance for her delivery location, she said that the management required this 48 hours prior to the delivery. We sent the the ***,48 hours prior to the delivery. I have attached the email of her stating her request and the email from CS provided her with the *** 48 hours prior to her delivery.

  We have been in contact with her since Nov.4th and have responded to every request. The representative she was working with had been accepted into the police academy and may have not notified her that he would not be available. None the less, our **************** has been working with her directly since he left. We reached out to the client to see if there is anything else we can do to resolve her complaint.

  We regret that the customer found it necessary to file a complaint, but we trust that the above explanation enables them to better understand our position in this matter.
  
  
  

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18357812
  
  I am rejecting this response because:

   

  A) I havent heard from the company starting 10/21/22 - ending 11/07/22. Though the company made sure to charge me the amount of $461.44 RUGHT AWAY, on 10/12/22 (details of the transaction attached). IF YOU CHARGE PEOPLE MONEY, YOU MUST ALWAYS KEEP IN TOUCH AND EXPLAIN CLEARLY AND RIGHT AWAY ANY DELAYS IN YOUR RESPONSES! I HAVE PAID RIGHT AWAY AND DIDNT MAKE YOU  WAIT FOR MY PAYMENT - YOU MUST ALWAYS RESPOND AND MAKE SURE THE CUSTOMER (WHO HAVE PAID AND BY THIS HAVE COMMITTED TO YOIR SERVICES) IS ALWAYS CLEAR ON WHAT IS HAPPENING. 

  B) EXPLANATION RELATED TO THE DELAYS OF YOUR RESPONSES MUST COME FROM YOU IN A TIMELY MANNER. NOT VIA BBB. IF YOU TOOK MONEY YOU ALWAYS MUST MAKE SURE THAT THE CUSTOMER HAS ALL THE INFO. 
  

  C) Basically Move US LLC have charged me  $461.44 to demonstrate their terrible customer service. I am now not surprised that they charge such a huge non-refundable deposit, most probably deposits is the main way the company makes money. Perhaps IRS should take a look.

  
  Sincerely,

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

• Initial Complaint

  Date:10/23/2022

  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.

  Our items were picked up in *********, ** on 8/2/22; delivered to our address in *** on 9/9/22. Job # with Move US: NC3201218. Contract value: $2,626.37. The work with Move US prior to pick up was fine. They worked with us to compile and revise our list, and validate the items were within the 200 cubic ft of the contract. They provided measurements for each item type and I validated these by measuring each item before the truck arrived. When the truck arrived, issues began. The ******* got out and within 1 minute told me our shipment was 230 cu ft in his estimate, and I would need to pay more. I asked him to go through the item list, and explained that we were under 200 cu ft in my emails with Move US. He insisted without any measurement that we were over. I offered to go through the list again, and show him what was removed and added. He stated that some boxes were larger than expected, though they were within the cu ft given for S, L and XL boxes provided by the company. When I called to the **************** team to address the added cost, he became more upset and wanted to leave. He stated he is the *******, he does not need speak to anyone else in the company.I started to measure each item and wrote the measurement on each box, to resolve the situation other than by estimate. The ******* got increasingly upset that I would not pay more without measurement. He was unprofessional throughout the process. Eventually the company called him and told him to take the shipment as is. The crew did not wrap any of our items (as included in the contract), scraping a table across the floor of the truck as they pushed it across the truck floor, scratching it. I am not sure how much of our damage was due to this pick up crew, perhaps even intentionally. On arrival, every package marked fragile arrived totally destroyed, with holes poked through each package. A suitcase had a 7 inch cut all the way thru damaging clothes inside, as if made by a box cutter.

• Initial Complaint

  Date:09/01/2022

  Type:Delivery 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.

  Contracted in June 2022 for a cross country move from *********** ********** to *********** **. The date of pickup was July 5 and date of delivery was July 17. Gave company room by room inventory of my goods and they gave me an estimate of **** cf along with a price. In addition I elected full pack option. 1. On day of move the cu ft was found to be grossly underestimated (**** cf) which caused me to incur additional costs of about $3000 plus forced me to leave behind furniture and good s which I had to dispose of at my expense.2. The contract said that average move took up to 14 days from first available date of delivery (august 5) and I called the company within 5 days of this date and was told my stuff was in storage in *********** and not delivery date was forthcoming.3. I contacted FMCSA and lodged complaint about the late delivery.4. On August 16, I got an email from Moveus saying they were delivering 80% of my order within 5 days because no room on truck. I did receive the order but the following problems were present:1. Received bed with no legs 2. Dining room set with no table 3. bookcases with no shelves 4. various electronic devices with no power cables.5. All boxes that were packed by mover came with no indication of what was in the boxes so missing pieces of furniture may have been in these boxes 6. I paid for full packing option but no boxes were unpacked by movers 7. In contract one of the basic services was disassembly of furniture at pickup and reassembly at delivery. This did not happen because items were either missing or in boxes packed by movers.5. No date was given me for the delivery of the rest of my property and no response by company to follow up emails requestings this date 6. According to contract, the movers Guarantee that the move was to be completed 30 business days from date of delivery requested (July 17). This date was August 26 and not word from mover as of today

  Business Response

  Date: 09/12/2022

       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.  
  
       Per our Estimate and Bill of Lading governing this move, we have up to 30 business days from our first available date to deliver the shipment.  Although we work very hard to meet our customers requested pick-up and delivery dates, sometimes it is not always an option for a variety of reasons which makes the logistics of the moving industry complicated and unpredictable. Unfortunately, we did experience unanticipated logistical delays with this clients shipment and, in an effort to deliver as quickly as possible,we made arrangements to deliver 80% of the clients items first with the remaining 20% to be delivered on the next available truck. The first delivery was completed within the contracted timeframe and the second delivery was shipped on 9/4/2022. We have been in contact with the client throughout the move and have apologized for the delay. We recognize that the delivery timeframe exceeded the standard service period in the contract but have not otherwise violated the terms of the agreement in any way. The client has been instructed to file a claim form so that they may be compensated for the delay in accordance with the contract.  
  While we understand the clients frustration regarding the items that have not been reassembled, it should be noted that the service could not fully be performed as the items needed for reassembly have not yet been delivered. Those items are not missing and will be delivered with the remainder of the clients items that are currently on the way. We plan to complete our services as agreed including the reassembly of any items that were disassembled on pickup when the final delivery is made. It should also be noted that the clients move did not include unpacking as that is an additional service we dont typically provide unless it is specifically arranged at booking. 
       We regret that the customer found it necessary to file a complaint, but we trust that the above explanation enables them to better understand our position in this matter.
  

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17809548
  
  I am rejecting this response because:
  

  The contract does not say partial delivery shall take place before the 30 business day guarantee. It says the delivery shall be completed before the 30 business day threshold.  That date was August 26,2022.    While it is true that a partial delivery took place before August 26,  to characterize it as 80% does not take into account that none of the furniture that was disassembled on pickup, could be reassembled due to missing parts therefore rendering them useless.  What good is an adjustable bed with no legs?  You cant use the controls when the frame is on the floor.   What good is a dinette set when no table is included?  What good are bookcases without shelves?  etc Whiile the company did send an apology email,  they have been incommunicato when I tried to call them and they failed to answer several emails in which I offered my solution to this terrible move.  Their answer failed to address the contract item that states that failure to delivery goods by the guaranteed date shall cause the company to pay the shipper $30 a day until the move is complete.   As of this date that is 18 days and counting that this penalty should be imposed.   I paid for full packing for the full load although I packed 40 to 50 boxes myself (which the orginial estimator told me I would get credit for )  but all boxes packed by movers were sealed with no labels tell the contents.  This came into play when the partial delivery was made and parts need to reassemble my furniture could not be found.  I asked the crew chief to look through boxes that the company had packed, which he admitted should have been labeled,  but he said he was not authorized to unpack boxes.   Days later,  I opened all the boxes and found legs to a coffee table and I ended up doing the companies job and reassembled the table myself.   It has been weeks since the partial move and still no word of a followup delivery date has been forthcoming.   If the company was too busy,  they should have not booked the job!!    At this point, since the the company breached the contract by not delivering the goods by the 30 day guaranteed date and by not assembling furniture they disassembled,  I will only accept delivery if they meet the terms I sent them.  As of today, I have filed for a small claims court action with the King ****** Small Claims Court.

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

• Initial Complaint

  Date:08/29/2022

  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.

  I was originally quoted $3900 for this move. It was a long distance (LA to ****), but I had a one-bedroom with a reasonable amount of stuff.My charges are now approaching $7000, and I haven't even gotten my stuff back. They keep adding fees. The movers did not label a single box, and I caught them putting my expensive ceramic cookware unwrapped in a box with my shoes. I told them it was fragile and they tried to argue it was metal. They told me it would be an extra $150 to move a small floor lamp. When I said forget it (more than the lamp cost), the mover asked if he could have it for his apartment. Now they are trying to charge me a "shuttle fee." I have moved across the country several times and have never experienced this. The financial hardship resulting from the dishonesty of this company and my fear of what will happen to my stuff has left me sick. They took advantage of me at an extreme low point in my life. I just want them to stop charging me more and more money. I have already paid them my original quote and they are seeking $3000 more. I do NOT want to pay the shuttle fee, which is $630.

  Business Response

  Date: 09/09/2022

       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.  
  
       Regarding the additional charges, per federal regulations, any additional items and/or services requested which were not included in the original estimate may result in additional charges. When this happens, regulations require that the movers provide a revised binding estimate which automatically cancels any previous estimates. The client added 13 more pieces on-site for a total of 150 additional cubic feet. This additional cubic footage was charged at the agreed upon per cube rate stated on the estimate. The client was provided a revised binding estimate which included all requested additional services prior to the loading of their goods to which their signature attests. 
      In reference to the shuttle service fee, the client was informed that their delivery may require additional services, and the cost of these services if needed, multiple times throughout the move. *************** is clearly stated on the Bill of Lading, which the client signed along with the revised written estimate on pickup. We also provide our clients with this information prior to booking. Additional Services, including shuttle service, are clearly stated in the initial estimate, verbally explained 48 hours prior to pick-up, and stated again in both the pickup and delivery confirmation emails. All the terms & conditions governing the move are described in the paperwork that was signed by the customer and the carrier to acknowledge that it was read and understood.

            In addition, we are a federally regulated and licensed long-distance moving company. The fact that we ship our goods with an 18-wheel semi-truck is clearly indicated on our agreement. We are authorized to perform a shuttle service when an 18-wheel semi-truck is unable to access the clients delivery location. This is also stated in the Rights and Responsibilities of the Shipper Handbook by the ****** This handbook is provided to every client once they have booked with our company. Based on the drivers assessment of the location, it was confirmed that a shuttle service was required to complete our services as the delivery location was on a cul-de-sac with no direct exit and therefore inaccessible to a semi-truck. We can verify this with aerial imaging of the delivery location, which I have attached in this response. 
        In conclusion, we ask all of our clients  to allow our company an opportunity to come to a reasonable solution to their concerns  prior to filing complaints online. Unfortunately, this was not the case here.
  We regret that the customer found it necessary to file a complaint, but we trust that the above explanation enables them to better understand our position in this matter.
   

• Initial Complaint

  Date:08/25/2022

  Type:Product 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 over paid the moving company by $2000 due to a banking error. I asked my bank to cancel a Zelle payment they had put a hold on. They told me it was canceled and wouldn't go through. Unfortunately it did go through the next day so I overpaid by $2000. I called MoveUs Pro to get a refund of the extra money and I was told that there was no paperwork from the delivery drivers and they can't refund me without it. It's been two months since they delivered my furniture so that paperwork isn't going to show up. Basically they sent two criminals to my house who disappeared with all the money I gave them. They then told me I have to file a report with the department of transportation in order to somehow get that paperwork in order to ever get refunded. I don't know who these delivery drivers are. I did business with MoveUS Pro. They should be held responsible for their own drivers.I proposed we solve it right away based on what they know I paid. They can see the Zelle payments, my down payment, and I sent them pictures of the $4000 in money orders I gave the drivers. They refused saying they could do nothing without the paperwork. This company is a scam. Their original price quote to me was less than $9000. When they came to pick up my belongings it went to over $10,000, Then when they delivered it it went up another $2000. I paid all that in full. I just want the additional $2000 back.

  Business Response

  Date: 09/12/2022

       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. 
       While we recognize that the Zelle payment the client attempted to cancel did go through, we have no record of any overpayment of the remaining balance for this move. We have received the paperwork from the carrier, which was signed by the client on delivery, stating only that the balance is paid in full. The client sent photos of four money orders he claims were paid to the driver but they were all blank and none were written out to our company. Unfortunately, without any sort of proof or documentation that the carrier was overpaid, we are unable to refund the client at this time. However, we have instructed the client to file a claim form for any grievances or discrepancies.  
       Regarding the additional $2000.00 the client was charged on delivery; this was a shuttle service fee. *************** is an additional service that is charged upon delivery if the location cannot be accessed by a semi-truck. Based on the drivers assessment of the location, it was confirmed that a shuttle service was required to complete our services, and this was confirmed with the client prior to delivery. The client was informed that their delivery may require additional services, and the cost of these services if needed, multiple times throughout the move. *************** is clearly stated on the Bill of Lading, which the client signed along with the revised written estimate on pickup. We also provide our clients with this information prior to booking. Additional Services, including shuttle service, are clearly stated in the initial estimate, verbally explained 48 hours prior to pick-up, and stated again in both the pickup and delivery confirmation emails. All the terms & conditions governing the move are described in the paperwork that was signed by the customer and the carrier to acknowledge that it was read and understood. We have attached a copy of the clients paperwork signed on delivery.
       We regret that the customer found it necessary to file a complaint, but we trust that the above explanation enables them to better understand our position in this matter.
  

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17770690
  
  I am rejecting this response because: I am not disputing the $1900 charge for the shuttle service. I understand that charge and I paid it. My complaint is that I gave the delivery drivers $4000 in money orders and another nearly $600 in cash that they basically stole. You say you don't have any record of it which is why you refuse to refund me the extra money ($2000) that I mistakenly paid you due to the zelle banking error. Your delivery drivers are supposed to handle the paperwork. Not me. You know I gave them more money because otherwise it wouldn't have covered the shuttle service and they wouldn't have delivered my belongings. I paid for the shuttle service via the money orders. Is there a way for you to see what money orders were cashed? If so the numbers are going to match the picture I sent you.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/19/2022

  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. 
       While we recognize that the Zelle payment the client attempted to cancel did go through, we have no record of any overpayment of the remaining balance for this move. We have received the paperwork from the carrier, which was signed by the client on delivery, stating only that the balance is paid in full. The client sent photos of four money orders he claims were paid to the driver but they were all blank and none were written out to our company. Unfortunately, without any sort of proof or documentation that the carrier was overpaid, we are unable to refund the client at this time. However, we have instructed the client to file a claim form and will investigate this matter further once a claim has been submitted.   
       Regarding the additional $2000.00 the client was charged on delivery; this was a shuttle service fee. *************** is an additional service that is charged upon delivery if the location cannot be accessed by a semi-truck. Based on the drivers assessment of the location, it was confirmed that a shuttle service was required to complete our services, and this was confirmed with the client prior to delivery. The client was informed that their delivery may require additional services, and the cost of these services if needed, multiple times throughout the move. *************** is clearly stated on the Bill of Lading, which the client signed along with the revised written estimate on pickup. We also provide our clients with this information prior to booking. Additional Services, including shuttle service, are clearly stated in the initial estimate, verbally explained 48 hours prior to pick-up, and stated again in both the pickup and delivery confirmation emails. All the terms & conditions governing the move are described in the paperwork that was signed by the customer and the carrier to acknowledge that it was read and understood. 
       We regret that the customer found it necessary to file a complaint, but we trust that the above explanation enables them to better understand our position in this matter.

  Customer Answer

  Date: 09/22/2022

   
  Complaint: 17770690
  
  I am rejecting this response because: What it comes down to is you have no updated paperwork from your delivery drivers. You know the paperwork you have is incorrect and doesn't actually show what they charged me or what I paid. This is why you keep refusing to refund me. The drivers stole the money I gave them knowing full well they would get away with it since they didn't write me a receipt. I'm sure that is why they were in such a hurry to get out of here and why they told me they don't put the boxes in the rooms where they belong. You sent criminals to my home. I lost over $2000 dealing with your company as well as some items. I encourage anyone reading this to not make the same mistake I did in hiring your company.

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