ComplaintsforMovingHelp.com

Moving Services

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Initial Complaint
08/16/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Booked providers through MovingHelp.com. They will take no responsibility for their providers. July 22nd- *********************** (OR-34ed0896) August 12th in am.August 10th- We receive email notification from MovingHelp.com that we need to find another provider email below "The Moving Help Service Provider you selected for your move is no longer listed on our online Marketplace and is unable to complete the below service. Please accept our deepest apology for any difficulty or inconvenience you may have encountered with your Service Provider. ****************** Load/Unload - 8/12/2024 Download the U-Haul app & follow these simple steps to book a new Service Provider.August 10th- We book a new provider Horsepower Moving ************ (OR-a4cc9144) for the morning of August 12th. I immediately call the provider to make sure they are confirmed.August 12th- MOVE DAY! 6:50 am I messaged ***** with Horsepower Moving Services to confirm his arrival at 9:00a saying that I have a fear of no shows on such an important day. NO RESPONSE. 8:03 am I messaged him again saying "Please call or text to confirm you are on your way." 8:09 am I try calling and get voice mail.8:11am He messages back saying "We are about to head there I have to pick up my guy." 8:48am I messaged asking what the *** is? He replies "9:31"10:10, 10:24 am get voicemail Husband calls from his phoneDaughter calls from her phone STRAIGHT TO VOICEMAIL.I tried contacting Moving Help Support via CHAT which no one ever comes onto and Phone, which I was on hold for 57 minutes and no one ever picked up the call.By this time, it is about 11am and we have no one to help us move, even though we secured movers with your company in JULY!We had to hire movers for 3 times the amount budgeted for the move since it was last minute. We had reserved movers for unload in ******************** Top Choice (JB-531e13aa). They were expecting us between 3:30 and 4:30pm.We did not arrive in ********* until almost 10pm!
Business response
08/20/2024
I apologize for the situation with the Service Providers. The orders have been cancelled and you should receive a separate automated emails confirming that cancellation and refund. Please allow 3-7 business days for that refund to process.
Customer response
08/22/2024
Refunds were given for cancelled orders. I expect to have full refund for all service providers due to the excess spending required as a result of the cancelled providers. I will not be happy until all money spent is refunded.
Business response
08/22/2024
Moving Help has issued full refunds for all of the services that were cancelled and not completed. Unfortunately that is the full extent of the refunds we would be able to provide. For the service that was completed by Greenville Top Choice, the Payment Code was given to that Service Provider authorizing the release of that collected payment to the helpers. Since that Payment Code was released Moving Help is no longer in possession of those funds and would not be able to issue a refund for that Service Fee. Per the Terms & Conditions the customer agreed to when the orders were placed Moving Help is a neutral Marketplace and has no control over or liability for the independent Service Providers and any disputes over the service would need to be resolved directly between the customer and the helpers responsible. If the customer is seeking additional compensation beyond the full refund for the services that were not provided any additional compensation would need to be pursued directly from the helpers responsible for not completing the jobs.
Customer response
08/23/2024
Still unsatisfied. Your organization should take financial responsibility for the losses caused by your provider. We should be compensated for the difference between the amount we booked your provider for and the total amount paid unexpectedly out of pocket due to the negligent, unprofessional and irresponsible behavior of YOUR provider.
Initial Complaint
07/10/2024
Complaint Type:
Service or Repair Issues
Status:
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.
This business was hired through the MovingHelp.com app of UHaul as a certified moving company. This company accepted a job that they knew they could not complete. I cannot even find verification that this is a valid company. I contacted the company, as evidenced by the text message stream that I have attached. They were hired for morning moving help and then were not available. At 8:28 AM they texted me to tell me that they were not available at the previously agreed upon time of 8:30 AM. My husband and I were already at our storage unit and ended up unloading 1/2 of our UHaul truck ourselves until the heat got too much and we had to stop. We have now hired another local moving company on short notice for twice the $200 amount that this fraudulent company was going to charge us. After the owner of this company cursed at me on the phone, he hung up on me and then blocked my number. This company should NOT be listed under UHaul as a moving company.
Business response
07/11/2024
Hello,
Please accept our deepest apology for any difficulty or inconvenience you may have encountered with your service provider. Moving Help is a neutral venue and each Moving Help service provider is an independent laborer who is responsible for their own customer satisfaction and level of service. The order you had with Made ************************ has been cancelled and $195.95 has been refunded back to your **** card ending in 6459. Again, we apologize for the hardships that this has caused you, and we are glad that your next set of movers were able to assist you.
Initial Complaint
07/10/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On July 6th, ****** from A Touch of Class Moving informed me he would be late due to his workers car accident. He arrived at 9:30 AM, outside the scheduled window of 8 AM - 9 AM, with a pitbull in his car. Upon arrival, he asked if I could cancel the move through U-Haul and pay in cash due to his phone is***s. Despite the inconvenience, I bought lunch for him and his worker, as I always do during moves.After lunch, I urged him to expedite the process due to budget constraints. His worker complained that ****** was spending too much time talking instead of working, and it took over five hours to load the truck. My sister and I had to assist with moving items to speed up the process. ****** took several breaks, and the apartment manager reported ******** weed from his car.At the storage unit, ****** fell asleep for over two hours, leaving my sister, his worker, and me to unload the truck. His worker suggested stopping the service due to the weight of the remaining items. I paid ****** in cash for the hours worked, but he became aggressive, yelling and attempting to damage my car while my two-year-old son was inside. He threatened me, claimed he would *** me, and followed us to a police station, where we sought safety.****** continued to harass me through calls and texts, threatening to contact my employer and have my license revoked. He accused me of being "slick" because I paid in cash, as he requested. I later discovered he often used similar excuses and cancellations in his reviews. The next day, I hired a different crew through U-Haul, who completed the job in just over an hour.I have filed a police report for simple assault and harassment. This experience has caused me significant distress, disrupted my budget, and required additional expenses for a second moving crew and an extended truck rental. Moving is already stressful, and this situation was exacerbated by ******** unprofessional behavior. I hope no one else endures such an ordeal.
Business response
07/11/2024
Hello,
Please accept our deepest apology for any difficulty or inconvenience you may have encountered with your service provider. Moving Help is a neutral venue and each Moving Help service provider is an independent laborer who is responsible for their own customer satisfaction and level of service. The order with Touch of Class Moving was cancelled a refunded $245.95 back to your **** card ending in 6349 on 7/6/2024. Unfortunately we are not able to provide any additional compensation outside of what you paid for the order. We have indeed taken action against this service provider and suspended their account with ******************. We take these situations very serious, to ensure this does not happen to you or any future customers again. Are you able to provide us a copy of the police report that you filed? If so, please email into *********************************** Once again we are so sorry for the inconveniences and harm this has caused you.
Initial Complaint
07/08/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I've attached an email thread to explain the situation.
Business response
07/11/2024
Hello,
Thank for you reaching out to us. Again, we would like to express our deepest apologies for the situation you are in. After further consideration on your situation, we have decided to refund your order with Moving Help in full. Although this is not typical for us to do, because our movers are responsible for their own customer satisfaction and any compensation for damages, we realize the hardship this has caused you and would like to make it right. We are investigating the provider that you used further, so this does not potentially happen to any future customers. $730.95 has been refunded back to your Mastercard ending in 4770. Please allow 3-7 business days for the funds to reach back to your account.

Thank you for your understanding, and we hope to earn your business back in the future.
Customer response
07/11/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***************
Initial Complaint
07/06/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I hired help to load and unload my moving truck via the MovingHelp website, and also purchase the ****************** coverage ($5000 coverage). Apogee Movers loaded my truck on June 26th (JB-be1a6fe4) and POG Movers unloaded the truck on June 27th (JB-ecccccf4), after I drove the truck 250 miles to my new home.When the truck was unloaded, a leather dining room chair was damaged and the caster wheels on a tool chest were dented in preventing the chest from rolling and the bottom drawer from functioning (see photos). I filed a SafeLoad claim (03573479-2024) on June 28th. On July 1st the claim was denied because neither mover admitted responsibility, so the conclusion was that it was damage due to improper packing or damage during transit, which is excluded from the insurance coverage.I believe that the loading company damaged the tool chest while trying to move it up the truck ramp, because the caster wheels wouldn't just cave in like that during transit. The damage to the tool chest chassis is clearly from the casters being run into something. I believe the dining chair was not loaded into a safe location on the truck and was poked by another item during the entire transit time. I purchased the ****************** specifically for these kind of issues and then the claim is simply denied because the loading and unloading companies say "I didn't do it", even thought the evidence suggests otherwise. I am dissatisfied with the ****************** coverage and believe damage to these items was caused by loading negligence. I believe the ****************** should cover the replacement cost of both items. I am asking for the replacement cost of both items, totaling $1413 ($479 + $25 shipping + $799.99 + $109 sales tax).
Business response
07/10/2024
Please accept our deepest apology for any difficulty or inconvenience you may have encountered with your service provider. Moving Help is a neutral venue and each Moving Help service provider is an independent laborer who is responsible for their own customer satisfaction and level of service, which includes taking care of damages etc. A this time, since you're damages were not covered under the ******************* you will need to continue to pursue the provider directly for any damages believed to be caused by them.
Customer response
07/12/2024
My complaint is specifically about the ****************** provided and promoted on the MovingHelp.com website, and not the service provider. MovingHelp promotes the ****************** on their website as a way to "know your items are protected" during your move. I purchased the ****************** specifically to insure my items against improper loading. Items were damaged during loading or as a result of improper loading, and I feel that MovingHelp should intervene with their third party insurer on my behalf to cover my damages. If MovingHelp simply throws up their hands and says "sorry, your insurance claim was denied by our third party insurer", then it seems like the ****************** that they offer and promote is very misleading and effectively useless, based on the exclusions, and they should no longer offer it. If MovingHelp is not willing to help me regarding the damages and insurance denial, then my next step is to consider a charge back for the moving and insurance fees to help cover replacing the damaged items.
Business response
07/15/2024
Once again Moving Help is a neutral venue and each Moving Help service provider is an independent laborer who is responsible for their own customer satisfaction and level of service, which includes taking care of damages etc. A this time, since you're damages were not covered under the ******************* you will need to continue to pursue the provider directly for any damages believed to be caused by them.
Customer response
07/18/2024
Did the MovingHelp representative even read my latest response? My complaint is specifically about the ****************** provided and promoted on the MovingHelp.com website, and not the service provider. MovingHelp promotes the ****************** on their website as a way to "know your items are protected" during your move, but it seems like the ****************** that they offer and promote is very misleading and effectively useless, based on the exclusions, and I believe they should no longer offer it.
Since MovingHelp is not willing to help me regarding the damages and insurance denial, I will pursue a charge back for the moving and insurance fees to help cover replacing the damaged items.
Initial Complaint
06/24/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
We are extremely frustrated with the movers. Not only did they fail to arrive on time, but they also had the audacity to cancel the appointment without even informing us. This has caused a huge disruption to our plans and is completely unacceptable. We expect much better communication and reliability from a professional moving service. What are you going to do to make this up? This level of service is completely unacceptable and has caused a significant disruption to our plans. We demand immediate action to rectify this situation and compensation for the inconvenience caused. We could not move out on time which caused us so much trouble with our moving schedule. We have to find a different service with $3900 because now that we have to expedite our service. We need to be compensated with extra cost.
Business response
06/24/2024
Please accept our deepest apology for any difficulty or inconvenience you may have encountered with your service provider. Moving Help is a neutral venue and each Moving Help service provider is an independent laborer who is responsible for their own customer satisfaction and level of service. The order was cancelled a refund of $505.95 back to your **** card ending in 2685 on 6/23/2024. Any more compensation would have to come from the service provider directly. This is their contact information: Business Name: Five Boroughs Move LLC, Owners name and address: ***************************************************************************************************************, Phone: **************, Email: ****************** and ******************. Below is our FAQs link **************************************************** and our terms and agreement:***************************************************************************************. Once again we are so sorry for any inconveniences this has caused you.
Customer response
06/28/2024
Today I checked my account and they still charged us $267 for box delivery fee.
Business response
06/28/2024
Today looks like Uhaul refunded you not charged you for $217.14. to the card ending in 2685. Any complaints about credits or debits with U-haul would need to be worked out with them directly. This is movinghelp.com
Initial Complaint
06/18/2024
Complaint Type:
Service or Repair Issues
Status:
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.
The moving company cancelled my service without notifying me, failed to make amends and left me without recourse. I then was intentionally left on hold for 1.5+ hours when trying to resolve the situation. I did not agree to the cancellation or a reschedule with ***** Moving. seeking money to cover moving expenses related to this cancellation in addition to stress & damages incurred.
Business response
06/24/2024
Please accept our deepest apology for any difficulty or inconvenience you may have encountered with your service provider. Moving Help is a neutral venue and each Moving Help service provider is an independent laborer who is responsible for their own customer satisfaction and level of service. You cancelled your order and used those funds to book a new service provider for that same price. If you are seeking any compensation, you would need to pursue the service provider directly that cancelled on you. Here is the service providers contact information: ***** Moving And Transport, Owner name and address: *************************** *******************************************, Email: *************************, Phone number: **************. Please also see our FAQs **************************************************** and our terms and agreement for using the website, ***************************************************************************************. Once again we are truly sorry for any inconvenience this may have caused.
Initial Complaint
06/05/2024
Complaint Type:
Product Issues
Status:
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.
Booked this moving company through U-Haul 2-3 weeks in advance of our moving date. Business owner called immediately after reservation and agreed to a time. We are moving across the country and had booked flights and made other arrangements and had agreed to turn in our keys after our move. On the morning of our move we tried to contact ***** several times and did not get any response. His phone also did not have voicemail capabilities or any way to leave a message. We called several more times as our agreed upon time passed. Then after they were 2+ hours late we received a text from them that they had to cancel due to weather. The weather was sunny and ***** degrees throughout the city. The cancellation caused us to extend our U-Haul reservation ($200-300), cancel our flights ($1,200), book a hotel ($100) and book another mover.
Business response
06/01/2024
Good Evening
it seems like this client has the wrong business. We do not work with uhaul and are not affiliated with any companies. Additionally, we have no record of any transactions, calls or email with this person.
please look into this so you can find the right business.
much appreciated!
Business response
06/05/2024
Please accept our deepest apology for any difficulty or inconvenience you may have encountered with your service provider. Moving Help is a neutral venue and each Moving Help service provider is an independent laborer who is responsible for their own customer satisfaction and level of service. Moving Help is a labor-only Market Place. We have refunded you the money that you used to rebook with a new service provider due to ****'s ****** Moving. You will see three separate refunds of $5.95, $151.58 and $97.60 which equals $255.13 in total back to the **** Card ending in 7540.Depending on your bank/financial institution, please allow 3-7 business days for your bank to process this transaction, and for the funds to reflect into your bank account. Please be advised, Moving Help cannot expedite the refund process. Any other restitutions would need to come from the first service provider. We have provided their information right here for you. Business Name: ***** ****** Services, Address: *************************************, Email: ******************************* and ************************, Phone: ************** and **************.
Initial Complaint
05/13/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
On Wednesday, May 8th, JG Outstanding Moving in ******, ** was booked through U-Hauls Moving Help for loading. Prior to the guys loading, my husband and I spent weeks labeling boxes (heavy vs fragile) and wrote down the contents of the box on the top lid. We also wrapped every piece of furniture with moving blankets and sealed the blankets in with cellophane. When we began unloading, we realized that JG Outstanding Moving didnt even have the due diligence to read the boxes we labeled nor were they respectful to someone elses livelihood.They were careless. They were negligent.* Our tables front, left edge was ground to its raw wood.* Our couch was discovered to have a few punctures onto the arm/body of it (from being loaded up against our tables legs.)* My green office chair had an indent into its velvet seat cushion (from being loaded up against my cornered office desk legs.)* In the very back corner of our truck, we discovered crushed boxes. Our lighter boxes were on the bottom of heavier boxes and their weight became too much.* Our second office desk was loaded horizontally but had several heavy boxes stacked on top of itone being a box of cast-iron pots and pans. This was too heavy for our desk and crushed it, snapping it in two. I am devastated at the complete loss of my second desk and the repairs to the other pieces of furniture I now have to try and salvage. If they can even be salvaged. I am disappointed and disgusted with how my belongings were handled. My only desired resolution is for JG Outstanding Moving to fully cooperate with the insurance claim Ill be making through U-Hauls Moving Help.
Business response
05/14/2024
Please accept our deepest apology for any difficulty or inconvenience you may have encountered with your service provider. Moving Help is a neutral venue and each Moving Help service provider is an independent laborer who is responsible for their own customer satisfaction and level of service.

We do see that you have SafeLoad with your order. You would need to continue to work with U-**************** process. File a Safeload? Coverage Claim: www.repwest.com/claims ************** Safeload? COI: ********************************
Customer response
05/14/2024
Thank you for your apology and acknowledgement. I have already reached out to ************************* to file a claim, claim # - 03514352-2024.
I have not been contacted by an adjuster to move forward with our claim.
Business response
05/15/2024
We are so sorry that you have not heard from Repwest yet. We see the claim was opened on 5/13/2024. Please give them 3-5 business days for them to reach out to you. We do however have the information of who is assigned to/working on your claim. Here is their contact information. Email: **********************, Phone number: **************.
Initial Complaint
05/12/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
Date of transaction was May 7, 2024. I reserved a moving company to help with my move, and they never showed up. This caused a huge problem and inconvenience because I had already rented the truck. My only recourse was to hire another guy to help me and we worked like crazy to get it done by 5 pm, as my helper was available until then and I needed to get the truck back. I am 65 years old and this was exhausting. I went in the website and found that their 5 star rating was a farce. There were several 0 stars and 1 star ratings. Moving Help.com mislead me to believe that they had a 5 star rating. I only discovered that after the fact, when I checked them out by digging deeper. Moving Help. Com needs to be more truthful with their ratings.
Business response
05/13/2024
Please accept our deepest apology for any difficulty or inconvenience you may have encountered with your service provider. Moving Help is a neutral venue and each Moving Help service provider is an independent laborer who is responsible for their own customer satisfaction and level of service. Your Master Card ending in 9792 was refunded on 5/12/2024 for $355.95. Depending on your financial institution, that refund could take up to 3-7 business days to reflect in your account.

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