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:11/12/2024

  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.

  We called Countrywide Relocations in early October 2024 to set up a move (4.25 cuft) from ***** to ********. We were given a total quote of $2,800 with a $750 deposit due at that time.When the movers came, they said the total price was going to be $5,760 instead of $2,800 (more than twice as much!) for the same cubic feet. They had already loaded up the truck when they presented the invoice and said that $2,000 was due that day. The remaining $3,750 would be due when they delivered the items.Every person I talk to when I call Countrywide simply says they will give my information to ***************** however, no one ever calls back. It's been 8 phone calls in the past week and no one has even attempted to call me. Now, no one even answers the phone.The company's practices are deceptive, as they lured us in with a good initial price, only to dramatically increase the final cost without explanation, and have been unresponsive to our attempts to address the issue. This leaves me feeling that their business model is intentionally misleading customers.

• Initial Complaint

  Date:07/08/2024

  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.

  I hired this company to move my belongings from ****************** on 6/4/2024. With delivery to ******* AZ for June *******.**** is the person who loaded up with a worker and promised safe delivery to *******. First, after loading up they changed the price....I can understand that I might have underestimated. I agreed to $5k.and had a witness to that price....then....it was $5 not including the,$2500 I already paid ?????We argued and I agreed to pay $5 k total and said it would be delivered by June 28.Its July 5. I haven't heard back from anyone. Ive called multiple times with no response.I have pictures of the driver's and license plate number.They are still answering the phone for business ( not to my phone number -++ my friend is planning to set them up in ******* with a fake move)I have everything in that truck......This is unacceptable business.

• Initial Complaint

  Date:07/07/2023

  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 June 10th, I contacted via text a **** from ***************************** from ********* Gardens based upon a referral from a past customer. I received a quote.. **** called me back and I requested a quote based upon a good experience by *********************************. I shared with **** my past poor moving experience. I clearly stated I wanted to work directly with a carrier. He stated that he understood and said there is much scamming with moving broker companies. He said they arrive in unmarked trucks and really dont care about your things. Said his company would personally take care of me , as they did for my friend *******. I thought I was in good hands finally with a reputable moving company. He said he would prepare a quote and wed chat again. When **** sent me a quote, it was for a different company called Countrywide ********** services. I questioned why the contract wasnt with ***************************** and **** stated that his company was acquired a few years back by Countrywide Relo but Id be in good hands. I had no reason to question him. I trusted he was still going to deliver the service we discussed. On his contract he gave a referral discount for my friends referral of $2100. I questioned this discount appeared very high and looking back I remember a weird snicker. He said they were not cheap. At this point I felt something wasn't right but I couldnt put my finger on it. He would not accept a credit card but rather requested an ACH from my bank. I did make an initial payment of $1880 added upon trust. .Upon hanging up, I called my friend ******* and explained the change in company name reported by ****. She said they couldnt be correct becx **** just moved her friend and it was *****************************. I called **** back and he would no longer answer my calls or texts. I asked ******* if she had another number. I then called **** at **************, and realized there were two *****. I shared what just happened with a *************************. See attachment

• Initial Complaint

  Date:04/13/2023

  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.

  Countrywide ********** Services License No: ****** # *******, MC # *******-B ********************************************************************************************** ********************************* ************** Concerning #A******* Move from ** to SC ******* Deposit 07/20/2022 received ref# *******.July 20 2022 received email with CHK Deposit auth.I see the POLICY there, however, this should be illegal.Refusing to refund any portion of the deposit.My wife who is blind had spoken to *********************** on 07/19/2022 requesting a quote.This means she could NOT READ the 3 DAY NO REFUND policy. I did not notice because of electronic signature was needed and I had to do transfer. I was working at the time so we trusted **** to inform us of any issues, including my wife directly asking that if the move was cancelled that the deposit was refundable. this is on a RE**RDED call.It should be Illegal to ask for so much money and provide noting in return, they are stating that they are providing a 12 month credit? 1. we are now not moving within the next 12 months (Economy)2. We do not have any family that it could get transferred.3. After reading the full text of the Quote and how we have been dismissed by the lack of ***************** I could not recommend this company at this time.As stated above there should be a remedy available.

• Initial Complaint

  Date:03/27/2023

  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.

  ****** was payed to this company to pack up and move the items in my house from ************** to ******************. I had told them not to bring anyone with a criminal record because I was living on a military installation. They ended up bringing a three time felon to the base and of course he was not let on. Then they started to pack my house after finding him a hotel. They made me help them pack. They also made me pay an additional 6 thousand from my original quote and made me leave my items behind or they would have charged more. They lost several of my items including a knee brace specifically made for me and broke a bunch of items including cups, bowls, and mirrors as well as sentimental items. This was partially because they did not bother to pack my items properly. They also gave us an item that did not belong to us. When I contacted the company about the issues and the money they were extremely rude and were yelling at me. They were also very sarcastic and acted as if everything was my fault. Then when they delivered the items to my house they were asking for an additional up charge to bring anything up stairs. They also were asking for a tip. So I had to move everything into my garage and move it in myself.

• Initial Complaint

  Date:12/30/2022

  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 contacted Countrywide Relocations to accommodate my corporate move to another state. The first call went well & they quoted me a price on the move, which was favorable to other competitors. A week later, a representative called to go over a detailed list & secure a deposit for the move so we can move forward. At that time, the quote was $6,000 for the move and I paid a $2,302.40 deposit through check to a mobile number. This was the same for moving my car, which was quoted at $1300 and had a required deposit of $500. The contract they required me to sign had a three day window of which the service could be cancelled to receive a refund. A week later, I was contacted by another representative to go over the move again. I had listed all of my items the same way I did before, but he said much of it wasn't included in the original quote, which resulted in a price change 63% higher. They then asked for an additional deposit through check of $2500 to secure the move. I had asked to not move forward as it was clearly a bait and switch scam. They will not refund me my original deposits of $2,302.40 & $500. They are offering store credit only, but I would have to provide additional payments to have any type of move secured. I find the business too risky to move forward and would like a refund as $2800.40 as the amount of deposit is substantial to keep without providing services.

  Business Response

  Date: 01/16/2023

  Good day ****************
  
  Thank you for writing us. We would like to mention that providing all of our clients including you with excellent services is our primary goal. We serve more than 180 moves each month and it is certainly hard to satisfy 100% of them because of all the variables embedded in moving. Like you mention, our refund policy is written in the paperwork and that is because at the moment you book your move we start the whole logistics process, reserve your space in the proper route, covered by a specific truck and moving crew, etc. Everything starts moving even when clients cannot see it. Similar to any kind of service you book in advance for a specific date like an event, wedding celebration, airline ticket, hotel stay, ************** operate in such similar way and work begins as estated.
  The price that clients get in an intial quote is an estimated price for X amount of cubic feet inside the moving truck. It is not based on a final price.
  The price per cubic foot IS GUARANTEED and you can always move forward with the amount of space in the original estimate, but we always let clients know, in written form and verbally that the price is subject to change at the moment of a second review if there are any changes, or even before loading the truck at pickup day. It is extremely common to have clients forgetting items in an attic or a remote storage facility and bringing them last minute, adding bicycles, paintings, more boxes, accesories, or they do not disclose that their location has a very long path to a loading dock, that there are several flights  of stairs with no elevator, they don't know they need a shuttle service at their destination because cities restrict semitrucks, etc. For these and many other reasons the initial quote is just a guide that can be adjusted until the very last minute, and that is always OK, if the client needs to add items like you needed according to your original quote and the updated in the second call. You went from 540 cf to 900cf, there were additions for new items, the price per cubic feet never changed, you just increased the amount of space needed inside the truck...
  (PLEASE SEE ATTACHED ESTIMATES. BOTTOM INVENTORY SECTIONS OF THE ORIGINAL QUOTE AND NEW QUOTE, REVIEWED, ACCEPTED AND SIGNED BY YOU)
  Even if clients DO NOT make any changes in the amount of cubic feet, when they don't disclose that there is no elevator to their apartment or that the truck cannot enter a complex, etc, there will be charges to make it happen, otherwise the truck won't be loaded. So if you can see from our perspective, you can understand where we come from as well....
  AGAIN, all clients can opt to move the original quoted amount of space, and in your case, if you received an initial quote from another company, why did you omit mentioning the amount of cubic feet quoted in those higher initial quotes you received, you could have sent us those competitor inventories to save time and match or even improve our offer? The space is always the measuring metric, not the price.
  
  ****************, once again, our goal is to serve you properly and we'll be happy to apply the credit to any company or personal move you, or any family or friend have in the future. We want you to use your funds, we get these kind of situations often and believe that with the proper explanation things can be mended and in most cases they are.
  
  Kindest regards,
  
  Countrywide Relocations **************

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18661444
  
  I am rejecting this response because:

  As I stated, I had mentioned everything I had in my house in the first quote, therefore, the cubic feet should not have been doubled once I could not get out of the deposit that I sent over. The cost to do business for two short phone calls should not warrant keeping over $3k in deposits when I don't feel comfortable using your business to transport my things. The scam practices at Countrywide Relocation has affected many people. I have attached ****** reviews with the same feedback. Many of these are from within the past month. I am recommending that the BBB fully investigates the company and shuts it down. 

   

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

  Business Response

  Date: 01/23/2023

  Good day ***************,

  Please refer to the previous explanation. Once again, we do more than 170 moves each month, and from experience, WE DO expect to have issues with 6-7% of the moves for various reasons. Some of the issues arise when clients assume that the estimates always reflect a final price, clients believe that by having an estimate everything they did not disclose will be included without changing the price in the estimate at the time of pickup, clients forget items in attics, sheds, basements and believe they will be included at no extra cost, clients do not disclose a long way from their door to a loading dock, or they do not disclose the prohibition of large trucks in certain streets or complexes, therefore requiring additional services such as shuttle vans that increase the labor. We always explain that estimates have a fixed price PER CUBIC FOOT transported, and ALWAYS, ALWAYS have the option to move ONLY the cubic footage stated in the estimates. There is no obligation to transport more than it is quoted, and the quoted price is always a price that can be paid for the amount of cubic feet transported. Therefore, in your case, you can always move back the amount of cubic feet stated in your first estimate so you can go back to the first dollar amount.

  Again, 6-7% of clients do not comprehend the way that estimates work and their option to keep the estimate price at the time of pickup. Even after returning the estimates with a signature signaling their full comprehension. To prevent issues, some clients arrange their boxed items inside a garage in a way that they can measure again, calculate their cubic feet needed, and if there any discrepancies, they call days before pickup to fix the estimate. Other clients sell some larger items they do not want to transport, or even do garage sales to make the move more efficient and save some money. This is where common sense come to play and reading in detail the whole estimate, ask questions and adjust as needed. We send estimates for client's review, acceptance and signature. They include an inventory at the end for the client to review, accept and sign. If there are any issues or any changes need to be made, clients call before accepting and signing, it is really simple.

  We hope to be able to help you with a future move so you can use your credit and hope that all these explanations can provide you with a new perspective.

  We work hard to provide great services to all of our clients and are happy to achieve more than 90% of satisfaction. Sadly, it is always easier to get damaging bad reviews than good ones.

   

  Have a great day.

  Countrywide ********** Services Customer Care.
  

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18661444
  
  I am rejecting this response because:

  As stated before, I was aware of what I was moving and provided insight into all of my items in the first quote, yet my second one, which was outside of the 3 day time allotment to get my deposit back was almost double when I communicated the same items. You've said that clients don't understand the estimate process, which is a failure on behalf of your company being you are not providing the customer with the support they need to fully understand that they will not receive a hefty deposit back if they are not willing to move forward with your services. I provided several examples of reviews where this proves to be the case. If you had ethical practices, you would also not ask for parties to text a picture of a check for payment also, like I was asked to, which prevents them from having their bank resolve the issue. Again, as a customer, I am uncomfortable moving forward with your services and am requesting a refund of my more than $3,000 deposit at your earliest convenience.

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

• Initial Complaint

  Date:12/19/2022

  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.

  I selected them to help me move.fraud and deceptive trade practices they have my household belongings and won't release them

  Business Response

  Date: 12/27/2022

  Good day ************************,

  We are sorry to hear about your discontent. Since day one, we provided all the proper documentation for your move and everything moved forward after your detailed review, express approval and signatures. The issue with the carrier was unfortunate and the many changes in the inventory create this kind of situations, but you have to understand that us, as Countrywide ********** Services did not manage your belongings. At the time of this response, your items are also in your possession and as it is stated in the documentation, the payment of the agreed amount is necessary before unloading the truck. Our partner carriers and us are very transparent with all lines regarding proper ways of payment, and their timing.

  Please let us know if there are any other ways we can help, now that all services have been completed.

  Kindest regards.

   

  Countrywide ********** Services Customer Care
  

  Customer Answer

  Date: 12/30/2022

   
  Complaint: 18611221
  
  I am rejecting this response because: Since day ! this has been a fiasco.  After receiving the initial estimate, I assumed all was well. Then I received a call from another of Countrywide's representatives to go over the inventory. After finding out that the initial inventory did not include such items as a box spring, side rails for the headboard and footboard, my two lamps and my golf clubs and iron board the price jumped $1900.  I then inquired as to the final allocation of that inventory and was told by more than one employee of Countrywide, that this would happen when the carrier came for my belongings.  I tried to contact Countrywide again and again, as I gave away my bed, including the aforementioned box spring, my end table and coffee table, a file cabinet and most of my wardrobe as well, in what would be a futile attempt to get the final figure more in line with the initial estimate.  I was told and read in the contract that a final estimation would be forthcoming by the carrier.  I was told that  the truck that they would use would have markings to indicate the actual things moved, which was not the case. The carrier showed up in a rental truck, with no said markings. Furthermore, no attempt to refigure the actual things transported was done.  I did not receive a bill of lading copy at the time of packing.  Things then became problematic with the carrier, as my belongings were said to be in *******, really in ****** and we debated back and forth the next move.  After several days of no contact, suddenly the carrier called and sent his men to my apartment late at night, demanding payment.  We settled on an amount, paid by official check with his man at the bank and I gave the driver the check and then received most of my belongings.  Without a bill of lading, I had nothing to go on, and am missing at least one box.  Both lamps are damaged.  I heard nothing from Countrywide during this time.  I incurred a longer than planned stay at a hotel while waiting to hear anything from either the carrier or Countrywide.  I found this entire experience traumatic and disappointing.
  

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

  Business Response

  Date: 01/10/2023

  Good day ************************,

  Once again, we apologize for the damages in some of your items, we will gladly provide you all the information to start the claim with the coverage you selected or the default coverage included in the move. Did you start any parts of the process with our partner carrier?

  We also understand the first part but also, please also consider that we sent you the initial estimate with the inventory you provided that same day. The estimate is sent for all clients to review, page by page, including the inventory to make changes and corrections prior to any signatures or payments.

  Please contact us directly so we can help you further.

   

  Kindest regards.

  Countrywide ********** Services Customer Care
  

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18611221
  
  I am rejecting this response because: the business makes it sound like they gave me the opportunity to make changes. i submit that they are incorrect in that it comes down to a question of timing.  First, i could not cancel the whole thing because they were unavailable during the gracious three days that they give in order to do so.  Their second contact, made by what I would term a "closer" was the worst contact of them all.  I was pressured into expanding the inventory, all the while told by this person, ****** in customer service, and perhaps even by *******, that I would be given the opportunity to reduce this number during the move, either by jettisoning certain items or the packing itself.  I was never given a bill of lading confirming what was packed, so I am missing items.  I lodged this complaint, mainly to help others avoid this company and the confusing process that one has to under go, to accomplish the move.  I can't think of anyone that can estimate correctly how much space they will require to effect a move of this magnitude.  I call on the BBB to examine this company's practices and help others avoid being prey for them.  In my view, they are deceptive, despite the constant assurances that are received.  I don't require remuneration for the missing items, only speculating what kind of a process that would entail.   Please make this company change practices, and spare others from this heartbreak and trauma.

   

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

• Initial Complaint

  Date:12/07/2022

  Type:Sales and Advertising 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.

  Job#A2171889 - Countrywide Relocations Inc. Paid $2033.13 - Contracted to move my daughter from ****** to **********. The company provided a 2 day window for pick up which they did not meet, nor provide adequate communication of a delay or provide a new schedule. Per the contract they would notify me of pick up ETA ***** hours prior to two day pick up window and communicate if there are any delays. No communication was received prior and when a delay occurred it was not communicated until late on the second day of pick up window. They could not provide a new pick up date with any certainty. I asked for a manager to call me that day with options, no one called. I made other arrangements and requested a refund. The refund was denied and I requested arbitration forms and to date have not received them. The company has not done anything to try to resolve the issue. I left 2 messages for the manager who has not called me back. . I sent texts and emails as well. Communication from Countrywide ********** Services was/is virtually nonexistent. Countrywide did not perform the services for which I contracted due to no fault of my own. I was prepared to carry out the contract. I had no choice but to seek another method for moving my daughter when I had not received any response from Countrywide on what options were available.

  Business Response

  Date: 12/15/2022

  Good day *****************:
  We always strive to provide all of our clients with great service, making the best efforts to minimize any issues related to the nature of interstate moving. It is unfortunate that the truck picking up your move broke down in route to you and for that we are sorry and did our best to communicate with you as information on the repairs became available . *****************, it specifies in your signed Moving Estimate that the pickup and delivery dates are not guaranteed in the case of  Acts of God such as weather , natural disasters  and unforeseen mechanical issues that can happen with any moving long distances..
  However, the ******* did continue to attempt to pick you up, though you quickly made other arrangements which was your choice due to your own situation.  Like many services centered industries dealing with logistics like reserving a seat on a flight, a hotel room, payment is required to reserve your space. The same thing happens in moving. Unfortunately, your truck broke down and was going to pick up your daughter's move after the repair that caused the delay, but you chose to make other arrangements . 
  We wish you all the best and will be glad to transfer any payment made to us to another move for you or a family member/friend  in the next 12 months.
  
  
  Kindest regards, 
  
  Countrywide *********************************

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18537223
  
  I am rejecting this response because: 

  According to the contract you also agreed to the following:
  
  "We will work diligently to achieve the Customers expectations and we will keep the Customer informed verbally and or via text/email concerning revised Estimated Time of Pick-up or Estimated Time of Delivery depending on the achievable situation or schedule."
  
  No proactive communication was provided. I was told the driver would call me 48 hours before the pick up day to give me an estimated pick up time, I never once spoke to the driver, nor did anyone ever call me. I started reaching out on Thursday to numerous people without any responses. When I finally spoke to someone late Friday I was assured that everything was fine and someone would let me know the pick up time. It wasn't until late Saturday that I received a text that the truck would be there on Sunday between 3-5pm. Again I had left multiple voicemails, texts and emails before receiving a text that simply said  3-5pm pickup. No sorry we didn't get back to you, no heads up that the truck might not make it because it had broke down on Friday, no proactive communication. The truck broke down on Friday and they knew at that point that my pick up window would likely be missed and even after I left numerous messages beginning on Thursday no one called me to let me know that the pick up time was not achievable until we were already in the last part of the pick up window, 4pm on Sunday.
  
  Also the company was not able to provide a new estimated time of arrival that was achievable. What was provided was I dont really know when the truck will be ready but we will do our best, without an achievable schedule. I requested that a manager call me to discuss my options, I never received a callback even to this day. **************** called me late Monday and seemed unaware that there was even an issue, at that time I had already made other arrangements when no one called me back even after sending multiple text messages, emails and numerous voicemail messages.

  I then requested a refund in writing after speaking with customer service and again it was days before I received an email from customer service declining the refund, again never once receiving a call from a manager. I requested the Arbitration forms as stated in their contract in writing, via voicemail and via text and again no would would respond. I had a friend who was an attorney try calling for me to see if she could get anywhere and she was told I was not eligible for arbitration and was told she could not speak to a manager. Arbitration is exactly what this is for to work through issues where both parties disagree and to be denied arbitration because they decided unilaterally that I was not eligible is a breach of their contract in addition to the initial breach.

  I have all my emails, and text saved to show that they never once responded.

  So again, I am requesting that I be refunded my deposit as I have no need for a mover in the foreseeable future, nor would I need it for any family members or friends. In addition I would not want to subject family or friends to what has been an extremely unprofessional and unresponsive company.
  Sincerely,
  
  *********************

  Business Response

  Date: 12/26/2022

  Good day ****, 
  
  
  
  
  
  
  Kindest regards, 
  
  
  Countrywide ********** Services Customer Care.

  Customer Answer

  Date: 12/27/2022

   
  Complaint: 18537223
  
  I am rejecting this response because:

  These statements are not accurate:

  Customers expectations and we will keep the Customer informed verbally and or via text/email concerning revised Estimated Time of Pick-up or Estimated Time of Delivery depending on the achievable situation or schedule.

  I was not kept advised of a new estimated time of pick up. I basically had to hound the company to get a response and the only response I received was on the second day of the pick up window. There again was no proactive communication to manage my expectations. No email, no text or no phone call. So although the first part discusses that this is an estimated time, it also states that the customer will be kept informed to meet customer expectations, so it is unfair to only hold up the first part when the company is unwilling to hold up the second half. Proactive communication could have prevented all of this from happening.
  

  It is unfortunate that the truck broke down and I would have been willing to be flexible had I been kept informed as the contract states. The company knew the truck broke down on Friday and never reached out to let me know that the estimated time may change. The statement that I rejected it is also not accurate, the person I spoke to told me that he could not give me a date for the new pick up time, he said maybe we could get there on third day but I don't know. I did not reject it, I asked for a manager to call me to discuss my options and get a better understanding of a revised pick up window as what he provided was not an achievable schedule, it was just a guess followed by a I don't know. When I did not receive a call back I made other arrangements since my expectation was the company could not fulfill its obligation.
  

  So again in summary, the company did not fulfill their contract. They did not keep me informed of the issues that they knew about 2 and half full days before I was called and then was not provided an achievable schedule. I did not reject it, I asked to speak to a manager.

  Also when I did try to call and sent a summary of my issues, I was not I was not eligible for arbitration. Arbitration is meant to resolve issues just like this and it stated as one of my rights on the contract, so that fact that the company unilaterally decided I was not eligible is another breach of their contract. So again I am asking for a full refund.

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

  Business Response

  Date: 01/04/2023

  Good day ***************** 

  Here below we paste your last rejection and our answers between your lines:

   

  I am rejecting this response because:
  These statements are not accurate:

  Customers expectations and we will keep the Customer informed verbally and or via text/email concerning revised Estimated Time of Pick-up or Estimated Time of Delivery depending on the achievable situation or schedule.
  I was not kept advised of a new estimated time of pick up. I basically had to hound the company to get a response and the only response I received was on the second day of the pick up window. There again was no proactive communication to manage my expectations. No email, no text or no phone call. So although the first part discusses that this is an estimated time, it also states that the customer will be kept informed to meet customer expectations, so it is unfair to only hold up the first part when the company is unwilling to hold up the second half. Proactive communication could have prevented all of this from happening.
  

  ----------------------------------------------------------------------------------------

  RESPONSE
  ****************:, we always strive to provide our clients with the best service and apologize for the subpar communication from our partner mover Grandamerican about their truck breakdown. We DID speak with you and we were also waiting for Grandamerican to send us an update. It was actually you, the first person they called before informing us of any details for the delay as you were the next scheduled pickup. Please understand that we are two separate companies who partner up and agree to work on a regular basis for many moving related interstate logistics in certain areas of the country. 
  Again, we did speak with you and made our best efforts to locate the driver of the truck so please, if we adhere to the paperwork details, you read, agreed and signed the pickup with them and agreed that our services and responsibilities were transferred to Grandamerican before the pickup but that we continue servicing your move until delivery day. In your particular move, you were offered a new pickup date for the third day and declined it, but we always kept our promise to serve you as detailed in the agreement. Please also read carefully the part about the pickup and delivery dates. The federal law permits and is flexible in this particular point since a truck breakdown, any kind of accident, weather related delays and even health issues with one of the crew members are always possibilities in interstate moving and logistics. You agreed and signed....   THE INITIAL TWO DAY WINDOW is to start the logistics, and you agreed and accepted the possibilities of delays.
  
  -------------------------------------------------------
  
  

   

   

  
  It was unfortunate that the truck broke down and that the carrier partner informed you during the 2nd day of pickup. We did provide the service as Countrywide, and we were also trying to find updates for the truck as we have in our annotations. We also continued to help with the service, and you were offered a pickup on the third day, but you rejected it.
  

  It is unfortunate that the truck broke down and I would have been willing to be flexible had I been kept informed as the contract states. The company knew the truck broke down on Friday and never reached out to let me know that the estimated time may change. The statement that I rejected it is also not accurate, the person I spoke to told me that he could not give me a date for the new pick up time, he said maybe we could get there on third day but I don't know. I did not reject it, I asked for a manager to call me to discuss my options and get a better understanding of a revised pick up window as what he provided was not an achievable schedule, it was just a guess followed by a I don't know. When I did not receive a call back I made other arrangements since my expectation was the company could not fulfill its obligation.
  
  -----------------------------------
  RESPONSE
  *****************. Once again, we were also waiting for any communication from the driver of the truck, you were called first! We did not know as you state!! We would have told you...    what do we gain? Regarding the new pickup date for the next day, if the truck was just coming out of the repair shop, nobody can guarantee that it won't break again, so that is why they say it with an open answer. We all want your move to be done with no issues or delays, nobody wants complications. You received their call during the second day of pickup after you already made a decision to use a different option. The pickup window does not establish a certain time as many trucks can accomodate other moves and include yours in a route towards the same destination. You made a decision after accepting and signing an agreement that states clearly the possibilities for delays. Like with any other vehicle in long distance driving, delays can occur, and it is included in the agreement... 
  ------------------------------------------------------
  
  

   

   

   

  So again in summary, the company did not fulfill their contract. They did not keep me informed of the issues that they knew about 2 and half full days before I was called and then was not provided an achievable schedule. I did not reject it, I asked to speak to a manager.
  

  ------------------------------------------------

  RESPONSE
  Again *****************, we did not know about the situation of the driver and were also waiting for an update, same as you...   One more time...   what do we gain with the complications?

  -------------------------------------------------
  

   

   

   

  Also when I did try to call and sent a summary of my issues, I was not I was not eligible for arbitration. Arbitration is meant to resolve issues just like this and it stated as one of my rights on the contract, so that fact that the company unilaterally decided I was not eligible is another breach of their contract. So again I am asking for a full refund.
  

  -----------------------------------------------------

  RESPONSE
  ****************, you work with agreements and once again, you read, agreed and signed all the terms and conditions. We do more than 170 moves every month and it is impossible to monitor if clients read and comprehend the agreement, If clients send it back signed, we assume that they read everything in detail and are willing to start the logistics for their move under those terms and conditions. Once again, you accepted the possibilities of delays and you also agreed to work with our partner who informed you about the pickup next day, still during the pickup window...

  -------------------------------------------------------

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18537223
  
  I am rejecting this response because: Again it is not accurate and the company did not fulfill its obligations per contract:

  Your last response:
  ****************:, we always strive to provide our clients with the best service and apologize for the subpar communication from our partner mover Grandamerican about their truck breakdown. We DID speak with you and we were also waiting for Grandamerican to send us an update. It was actually you, the first person they called before informing us of any details for the delay as you were the next scheduled pickup. Please understand that we are two separate companies who partner up and agree to work on a regular basis for many moving related interstate logistics in certain areas of the country. 
  Again, we did speak with you and made our best efforts to locate the driver of the truck so please, if we adhere to the paperwork details, you read, agreed and signed the pickup with them and agreed that our services and responsibilities were transferred to Grandamerican before the pickup but that we continue servicing your move until delivery day. In your particular move, you were offered a new pickup date for the third day and declined it, but we always kept our promise to serve you as detailed in the agreement. Please also read carefully the part about the pickup and delivery dates. The federal law permits and is flexible in this particular point since a truck breakdown, any kind of accident, weather related delays and even health issues with one of the crew members are always possibilities in interstate moving and logistics. You agreed and signed....   THE INITIAL TWO DAY WINDOW is to start the logistics, and you agreed and accepted the possibilities of delays.
  
  

  My response: I did not agree to and nor see anywhere in the contract that responsibilities would be turned over to Grand American. Services yes at time of pick up when they provide a new bill of landing, which I never received or signed. Yes after multiple attempts of calling *******, trying to locate **** in order to locate the driver, I did speak to *******. When I did receive a call from someone about the schedule, not sure if that was driver or someone else but they were not able to give me a new pick up schedule that was achievable (per your contract) All he stated was he wasn't sure, had no idea but would try third day or maybe later. He told me he had no idea because truck was in service and they had no idea when they would get it back and they were trying to get another truck. I was willing to be flexible but no one could give me any answers on an achievable schedule. Extremely unprofessional 

  Your last response: *****************. Once again, we were also waiting for any communication from the driver of the truck, you were called first! We did not know as you state!! We would have told you...    what do we gain? Regarding the new pickup date for the next day, if the truck was just coming out of the repair shop, nobody can guarantee that it won't break again, so that is why they say it with an open answer. We all want your move to be done with no issues or delays, nobody wants complications. You received their call during the second day of pickup after you already made a decision to use a different option. The pickup window does not establish a certain time as many trucks can accomodate other moves and include yours in a route towards the same destination. You made a decision after accepting and signing an agreement that states clearly the possibilities for delays. Like with any other vehicle in long distance driving, delays can occur, and it is included in the agreement

  My response: per whoever called me they said your were aware. I was not looking for a guarantee but was looking for an achievable schedule knowing that yes another issue could arise but with no true target date for pick up that is not very professional. I did receive the call on the second day of pick up but I had not made other arrangements prior to that call. I asked the person who called me to have someone, a manager or someone from Countrywide call me. When I did not receive a call back from someone to discuss my options and concerns I then made other arrangements. Countrywide customer service called me late afternoon the day after the pick up window and seemed unaware of what had occurred. It was a lack of communication from Countrywide that caused me to make other arrangements at that point. Yes I signed a contract knowing that issues could arise and I would need to be flexible but I also signed a contract that stated there would be communication and in the event of issues I would be notified. I spent all day Friday and Saturday trying to get information. The contract states that there would be communication and an achievable schedule provided in the event of issues, neither occurred. I have also been denied arbitration which also is clearly stated in the contract. My contract was with Countrywide and therefore I hold Countrywide responsible. 

  You can continue to spin the words but Countrywide breached their contract by not providing communication, an achievable schedule as well as unilaterally denying arbitration. I will continue my path until I receive a refund, whether through this or another legal means.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/10/2023

  Good day *****************:

  We understand your position, but you have to understand ours too...   you reviewed and signed the estimate and pondered the possibilities of delays for pickup or delivery dates for reasons already described in previous responses including possible accidents, health issues with crew members, weather caused delays, and even truck breakdowns. And still, scheduled the pickup almost for the day the property needed to be emptied. What a lot of clients do, when they have very strict dates to vacate a property is that they schedule their moves 4-5 days prior to that date, and once they wave good bye to the moving truck they stay with family or friends for a couple of days or even buy an comfy air mattress just to fold and jump in their cars. We can sometimes make recommendations, but it is up to the clients to disclose their needs as well. We operate in an industry with human beings who get tired, spend several weeks away from their families, get stuck in snow storms, and experience vehicle breakdowns in the middle of nowhere with only a box of tools...   Having delays is never a benefit, it is the strongest headache we can experience. We hope this words can amplify your current narrow perspective, and again, make you see things from our side...

  Kindest regards,

  Countrywide ********** Services Customer Care
  

  Customer Answer

  Date: 01/11/2023

   
  Complaint: 18537223
  
  I am rejecting this response because: Issue not resolved.

  It is your company that has the narrow view. You are unwilling to see that you could have been at fault, even in a small way. You continue to argue with the same view unwilling to see that you had a part in addressing the issue. When I booked the move, I explained to **** the tight timeline and the need to be out and in the new place, he did not mention the ability to select a specific time and assured me it should not be an issue. He explained that I was being added to a route that was already in place and my goals could be accomplished. Again, I knew that there was a possibility that there could be a delay and yes I signed an agreement but I was also assured that I would be notified and kept abreast of any potential issues. I did not have any family or friends in the area that we could have stayed with, we had to rely on hotels, so communication was very important. Any changes in date would have cost us hotel fees if communication had not been provided. All I needed was 24 hours to avoid these fees.

  As I have stated before there was no proactive communication, no one called to offer recommendations and no achievable schedule could be provided. Whoever had called me about the delay was not very friendly, and his communication was maybe, I don't know and I have no idea. Again he stated that the truck broke down on Friday and had someone called me on Friday or even Saturday morning I could have made some sort of arrangements but I didn't receive that call until late Sunday. This made it virtually impossible for me to make arrangements or change hotel reservations.

  I am shocked that as a company you are so willing to make things right. Your unwillingness to offer even a partial refund for your part of the issues is just unprofessional and unbelievable. It causes great concern for myself or anyone that would contract with your company.

  You can continue to spin the words but Countrywide breached their contract by not providing communication, an achievable schedule as well as unilaterally denying arbitration. I will continue my path until I receive a refund, whether through this or another legal means.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/05/2022

  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 was not informed they were a broker rather than a real moving company and was charged way too high of a deposit (45%) which I was forced to do by e-check. Yesterday someone called and basically tripled the cost of the move. Each of these items having made me increasingly uncomfortable that I have been scammed. My trust has been lost.I cancelled the job and asked for a refund. The reply was that it was over tree days since their "original" estimate, which was one third lower, so I was not entitled to a refund. When I appealed to their decency they said they would credit the $10823 to a future move in the next 12 months. I have no intention of moving in 12 months or 12 years. I have since tried to call, left messages and emails with no response. I have requested they refund my "deposit" since no services were ever provided.

  Business Response

  Date: 12/14/2022

  Good day Mr. *****,
  We always work hard to provide all of our clients with excellent services, including all end customers and our partner carriers. As it was explained to you before, the federal government establishes and grants operation of broker services so the moving and freight cargo industries can be more competitive and efficient. We work hand by hand with our carrier partners to cover all continental ***, in the same way the oldest and biggest moving companies do. No company has enough company owned trucks to cover the whole ***. We work with our carriers on a daily basis, we concentrate our work in the logistics and customer service for them and our shared clients, and they concentrate their work on keeping the trucks in great conditions, the drivers healthy and well paid, and making sure they address any issues on the road on a timely matter. Regarding your claim about us being a broker, we disclosed that to you in writing, in all the documentation you read, agreed and signed. It is also stated in our website for full transparency. About the method of payment, we do mention that e-check is the easiest and fastest to process but for that initial deposit you could have easily sent a physical check, or pay a portion with Credit Card, or even Zelle from your bank. All the terms and conditions about refunds are in writing in the agreement you read and signed. We also specify the terms for all cancellations and refund requests including honoring any amount towards a credit. About your claim for no services provided, we can humbly say that just like many other services centered industries products such as airline tickets, shipping packages, most hotel stays, train tickets, and others, logistics start when you book and pay your deposit, people work to set that up, routes are scheduled, types of vehicles are chosen, space is reserved and secured for your specific date, crew members are confirmed, etc. Services are provided prior but unfortunately, they are not seen...    We hope that with these honest and clear explanations we helped ease your doubts and look forward to serve you in the future. 
  
  
  Kindest regards, 
  
  
  Countrywide ********** Services Customer Care.

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18517674
  
  I am rejecting this response because:
  

  There was no time for any of the stated services to take place because I canceled the plans long before the services could take place. In fact I notified them immediately after they took my money because their business practices became so obviously fraudulent. They in fact never informed me they were a broker even if it was in some fine print on documents they rush you though. Even IF SOME service was performed in the hour before I decided not to use them, it was certainly NOT $10,826 worth of service. This is obvious fraud that no legitimate company would engage in. You do not treat potential customers this way. I know because I ran a small company for 32 years. You do not treat people this way if you are a legitimate business. I am requesting  a full refund and will not be satisfied by anything less. This is pure and simple theft if they keep my money.

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

  Business Response

  Date: 12/26/2022

  Good day **************:

  
  Once again, our moving broker disclosures are present in our communications from the very beginning with all clients. It is clearly stated in all documents, in our website, and we even go through all required authorization procedures with the federal government which understands the value of brokers working hand by hand with carriers as sales and customer service arms. Even the oldest and biggest moving companies in the country play the broker role with many moves they are unable to serve in remote areas or simply in locations where they have no trucks and crews available. We assume that all clients understand the documentation before signing and initiating any kind of payment. We provide all details and conditions of service for more than 170 moves per month, and it is utmost impossible to monitor which clients are reading and understanding all documentation before sending the signed agreements. Again, as we explained in the last response, like many businesses in the service industries that deal with cargo space reservations, airline tickets, most hotel stays, etc, not only require a deposit, but they also require full payment at the time of booking. Airlines or Cruise Lines will not refund you any money if you cancel, same as many big name hotels. Our goal is to work hard for each client and provide the best level of services possible, including you when you are ready to move. Your deposit is ready to be used towards any move for you, a family member or a friend. We really want you to use those funds in the way you agreed in the documentation and we promised in writing. 
  
  
  Kindest regards, 
  
  
  Countrywide ********** Services Customer Care
  

  Customer Answer

  Date: 12/30/2022

   
  Complaint: 18517674
  
  I am rejecting this response because:

  This company's assertion that airlines and hotels will not provide a refund when they do not provide a service is patently false, at least not legitimate airlines and hotels I deal with. If Countrywide wishes to go on the record as not being a legitimate company, then that is great, because that is exactly what I have been asserting all along. No LEGITIMATE company steals $10,826 from a customer who decides on the same day not to do business with that company who reveals AFTER the fact what type of company they are. They in fact did NOT disclose they were a broker, and their salesman was obviously well trained to rush potential customers through a brief and abbreviated explanation of their contract and expected immediate response, which I admittedly was guilty of giving in to, not thinking anyone would steal from people this way for a living. I do not know how they go home and sleep at night, honestly. 

  They say they "assume" "all clients" understand the documentation when they know full well they give no ability to understand that documentation as the abbreviated explanation is intended to be misleading.  At least it was in my case with salesman "****".

  I still expect Countrywide Relocations to have someone managing the company who has a conscience to give me a full and complete refund. They must know at this point I would never trust them in the future to move my household, and will certainly not recommend them to a family member or friend, who they would in turn rip off as well. So far this company is shameless in its actions, lies, and just flat out stole my money, again, in reality providing no service at all for the money they stole.

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

• Initial Complaint

  Date:11/10/2022

  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.

  Countrywide Relo commited fraud, made false statements and agreements to obtain our business, did not honor contracts or agreements and outsourced our move to multiple companies who also commited fraud and held our belongings for ****** and did an extensive amount of damage to our home and belongings.

  Business Response

  Date: 11/18/2022

  Good day *********************

  It is our mission at Countrywide Relocations to provide quality service throughout the deration of our customers' move. We always do our best to be responsive and reasonable while trouble shooting any issues and logistical needs our customers bring to our attention .  Upon reviewing your account,  I noted ************************************************** your account. This is about 6 times more entries than a typical account. These entries were noting a variety of ongoing communications throughout your move as we attempted over and over to meet your needs. It seemed that you had difficultly starting at your initial booking experience. Due to your dissatisfaction at the time of the initial booking process we offered you a total refund of your move even though you were outside of your cancellation period, and you were not due a refund. You declined our generous offer and stated that you wished to proceed with your move despite your ongoing dissatisfaction. The below is an excerpt from an email documenting our offer to allow you to break your agreement with us.
  
  per our conversation today at 11:30am on Wednesday 9/7/2022, you have decided not to receive a full refund of your moving deposit and instead proceed forward with your move.  
  
  All of our practices and service offering that we provided to you are in compliance with all rules and regulations. Your items we not held as you described, and all of the proper procedures were taken to attempt to satisfy you. Again, we are sorry that you feel your move did not go well but our team did what they could to meet all of your ongoing needs, including offering you a total refund, which you denied.
  
  
  We wish you the best in your new home, kind regards.

  
  Countrywide ********** Services *************

  Customer Answer

  Date: 11/21/2022

  Complaint: 18386157
  
  I am rejecting this response because Countrywide Relo lied in order to continue with the move. They presented me with a fraudulent offer that was yet another lie, they did not honor the agreement in wiriting which stated they would apply up to a $2,000 discount at the time of delivery in ********. We continued with the move becaue we were presented with now a $15,000 move, which was up to $2,000 off upon delivery. This led me to believe the move would cost us around $13,000, up from their inital estimates of $10,100.

  This not only did NOT happen but later that night after 11pm, *************************** of All in One and New Jersey Transport, the movers they ********** demanded $22,000 for the move after my initial estimates of $10,100. I was held for ****** and extorted. 

  I attached the email from *********************** which clearly states, "Once the bill of lading has been signed at pickup and the carrier has left your property, we here at Countrywide Relocations Inc andNew ****** ************* are prepared to offer you a good faith discount of $1,000.00 to $2,000.00 off the balance due to the carrier New Jersey Transport upon delivery. The actual total discount will be properlyassessed once the final paperwork (bill of lading) has been completed and signed by you."

  Again this NEVER happened. 

  On top of that prior to moving forward, Countrywide reassured me that All in One and New Jersey Transport was a reputable business who they "do a lot of business with". I later found out that this moving company / companies they outsourced / hired is NOT licensed in **********, according to the ** **************************** and has F ratings from the BBB with endless stories just like mine. 

  Furthmore, I asked for the weight ticket to justify these charges and they refused. The move was then outscourced again to another comapny that used men from ******* List, who were not profesisonal movers, and who did not protect our stuff or our home. 

  I had an extensive amount of damage done to my belongings moved as well as my home, with initial estimates in the tens of thousands of dollars. 

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

  Customer Answer

  Date: 11/29/2022

  To clairfy and answer your question... seeking $9,900 which is the difference in Countrywide's estimate of $10,100 and the fraudulent extortion amount we were forced to pay of $20,000 to ********** Transport and All in One Moving. 

  Plus on top of that, we are seeking all damages to home + replacement costs for all of the damage done to my belongings.

  The current estimate for the home is roughy $5,800 to repair walls, ceilings and re-paint. 

  The current estimate for replacement of the damages to the belongings, including baby crib, daughter's bed, section couch, lamp, mirror, and much more that were moved and damaged is $15,365.32.

   We paid for and were promised "white glove" professional movers and Countrywide Relocations hired movers who are not licensed to operate, and who did not use professional movers and who did not protect our home.