Complaints

This profile includes complaints for Best Fit Movers's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Best Fit Movers

  8400 Miramar Rd Ste 202A San Diego, CA 92126-6330

  
• 

  Best Fit Movers

  3731 W Warner Ave Santa Ana, CA 92704-5218

  

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:06/19/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Best fit movers fiasco I contacted Best Fit Movers on Tuesday, June 13 to schedule a moving service for Sunday, June 18. I spoke to ****** and received a rate of $129/hr and $50 truck fee through a managers discount and no hidden fees. The next day, I confirmed the reduced price again over the phone, and I received the online quote via email (Req ID# *******. The quote showed the reduced price, so I paid the $100 deposit using my credit card.Early Friday, I discovered that I cant move on Sunday due to a change in my personal schedule. Around 11am, I called Best Fit Movers to reschedule my move date. For the first time ever, they did not answer my call. I left a voicemail declaring my intention to reschedule along with my phone number. By the end of the day, I still had not heard back from them.On Saturday, I received a voicemail from an unknown number. The person in the voicemail asked to confirm a price of $149/hr and $75 truck fee. I was shocked that they had increased the price! Also, the online quote had changed and now showed the higher price. I was now being asked to pay $100+ more than the original rate. I called again Sat night and left a voicemail reiterating that I want to change my move date. On Sunday morning, I was finally able to reach someone. I told them that I want to reschedule, and they said they would charge me $567 for cancelling. I informed them that I had called multiple times since Friday and left voicemails to reschedule ahead of time, but ****** (on the call) said that he had not listened to any voicemails. To summarize, Best Fit Movers lured me in at lower competitive price. After I paid a deposit, they refused to return my calls, ignored my voicemails, and raised the price of the service. Now, I have a $567 pending charge on my credit card for a service that I did not want, did not receive, and did not agree to pay for at the provided price point. Im not sure what else I couldve done to avoid what happened here.

  

  Business Response

  Date: 06/22/2023

  I apologize for the inconvenience, but our cancellation policy states that if you cancel on the spot after we dispatch the crew, you will be subject to a minimum charge of three hours. This information can be found on the confirmation page. ******* has spoken with you on the phone and offered to reschedule your appointment, including that three-hour charge in the move at no additional cost to you.

  Customer Answer

  Date: 06/22/2023

  I cancelled the movers because of the price was raised to $149/hr after I was given a discounted quote of $129/hr. ******* also mentioned that there was some sort of system glitch that caused this issue. If this furtive price hike is intentional, then I question why the price was raised above the quote without notice to me. If the price hike was unintentional and caused by a rare glitch in the system, then my scenario is clearly an exception and I have been the victim of circumstance. For the latter scenario, I did not receive any services as the victim of this happenstance, so it logically makes sense that I should not be charged for any services. 

  

  Business Response

  Date: 08/14/2023

  I apologize for any inconvenience caused. On the day of the cancellation, ******* offered the option to reschedule without any additional charges. However, you chose not to take advantage of this opportunity. It's important to note that you are not affected by any price changes; the cancellation occurred very close to the scheduled time. I regret any misunderstanding or frustration that arose due to this situation.

  Customer Answer

  Date: 08/14/2023

  
  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

  Date:04/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called to get a quote and the person I was speaking with said he might be able to match a competitor's price. I asked him to check and call me back. He never called me back. The company charged my credit card $100 and then refused to return my money when they couldn't match the competitor. They told me it was too late to cancel. I never signed a contract in the first place! The person said they would check with their manager on the pricing and call me back. I've called and left a message and no one has returned my call or my money.

  

  Business Response

  Date: 05/08/2023

  I'm sorry, but you canceled within 72 hours of our Cancellation Policy, so we will not be able to refund the deposit. We texted you about this, and you can see the details in the attachments we provided.

• Initial Complaint

  Date:04/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired best fit movers to move me from ********* to ********* on Saturday the 24th of April and for the most part the move went well until when they were unloading, they dropped and broke an oil lamp and the guy even hurt his left leg and oil spilled on part of the side walk and part of the driveway so they were closed on Sunday bit I tried to contact anyone to file a claim but every time I called they said that the manager would call me and no one never did and I called about 5 times until I felt that they were ignoring me and that's why I'm filling a complaint with the BBB, and furthermore they told me that if anything were to break that it would be covered 100 percent with they're insurance.

  

  Business Response

  Date: 04/28/2023

  Hello *******,
  I understand that you're already in contact with *****, our claims manager. The ******* has informed ***** that he did not drop the lamp but was carrying it when he noticed it was leaking. He asked if he could wash his hands, but you mentioned that there was no water available at the time. Additionally, the ******* stated that you asked him to put the lamp in the garage, but later requested it to be moved outside on the lawn. I apologize for any inconvenience, but it's important to properly pack oil lamps and remove any oil before moving them.

  Customer Answer

  Date: 05/17/2023

   I must have misunderstood your last correspondence about my case and sorry for that but I'm not satisfied with the way this complaint is working out first of all I did pack the lamp properly and the fact that ************** mishandled the lamp wasn't my fault also they said that I wouldn't let him use the water and the water wasn't turned on is a lie all water and electricity was on and working properly,he never asked me..and the fact that he dropped or mishandled the lamp on the driveway and took it into the garage was true but it was leaking badly so I did take it out of the garage and put it in the gravel yard because it was soiling the garage and the driveway and a few days after I filled the complaint with BBB ************************** called me on the phone in a threatening manner accusing me of trying to extort money from the company is unacceptable, The total cost of the move was ****** and they assured me that everything was covered by their insurance so I'm not satisfied with the way that this company is handling this situation my lamp isn't working properly and my driveway is still soiled. T. House

  

  Business Response

  Date: 05/17/2023

  We understand that the lamp was moved without proper packaging or bubble wrap, and it had oil inside, as you mentioned. Given that it was self-packed under these circumstances, we regretfully cannot accept responsibility for any damage to the item.

  Customer Answer

  Date: 05/22/2023

  
  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,
  
  ********************
  I Respectfully disagree with what you are saying infact it was packed with sufficient support and the fact that your movers mishandled the lamp and as for you insurance I can see that you don't backup what you say..I will not accept the responsibility that I had nothing to do with its the movers mistake and not ******.House
   
  

• Initial Complaint

  Date:03/04/2023

  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.

  When calling the movers in ***********, I was advised that I had the option of paying 165 for a 3 hr minimum. And that I would pay fuel charges of 75. I was asked to pay 100 deposit via phone to secure the move. To be clear the type of move I had was no furniture - only a few boxes and some clothes. The move took a tot of 1.5 hours. I was charged 470 on top of the 100 deposit paid - none of which was quoted to me and for which I never received a receipt for with the breakdown of these charges.

  

  Business Response

  Date: 03/05/2023

  I'm sorry for the inconvenience but this is ********* branch, please call the Best Fit Movers *********** or open a claim through the email.

  Thank you

• Initial Complaint

  Date:02/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2/14/2023 (they did not apply my deposit towards the total)This was for a 2 bedroom condo move less than 10 miles away and they only moved beds and living room furniture. All the other contents were moved by us. This was at most a 3hr job. When the job was completed the driver ***** called his dispatch and they asked if I wanted my deposit refunded. I said yes then asked the total. The quote was for $417 the total was $595. I paid him $600 in cash and tipped them $65. Later I checked my card charges and they have yet to issue a receipt or refund my deposit. My phone calls to ***************************** in billing have yet to reach a remedy. She answered one call and then said to contact the driver and that she would get back to me. It has been over a week and she has yet to take my call or return my calls. The company should NOT be in business.

  

  Business Response

  Date: 03/01/2023

  We have everything recorded, the amount dispatcher told you it was $495.00 in cash and ******* already gave you the answer and everything over the phone. We've spoke with the ******* and he confirmed that you gave him $495 in cash. The total amount is $595.00, the deposit of $100.00 in credit card and $495.00 that you paid in cash.

• Initial Complaint

  Date:02/13/2023

  Type:Billing 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 quoted $150 an hour. They took 15 hours and charged me $4,500.

  

  Business Response

  Date: 03/01/2023

  I'm sorry for the inconvenience but the movers worked  16 hour and 45 minutes, from morning to 1 am in the morning, what is the reason of the refund?

• Initial Complaint

  Date:02/08/2023

  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.

  02/02/2023HIRE MOVING COMPANY WITH 4 MOVERS AROUND 12:51 I CALLED COMANY TO INFORMED OF BAD SERVICE, SLOW MOVERS, AND NOT FEELING GOOD ABOUT MOVERS. WAS TOLD I HAD TO WAIT ON CALL BACK. IN THE END MOVERS DAMAGE MY ITEMS BED, DRESSER, ART WORK, NEW LUGGUAGE, AND STOLE ITEMS FROM ME. I ALSO GOT ILLEGAL CHARGED FOR THE MOVE-NEVER SIGNED **** TO JUSTFIED PRICE WHICH WAS 4 TIMES QUOTE. I CALLED AND EMAIL CLAIMS DEPARTMENT- SENT PHOTOS NO REPLY BACK I EVEN RECORED THE FULL CONVO WHICH DOESNT ADD TO FEE NOR SERVICES

  

  Business Response

  Date: 03/01/2023

  I'm sorry for the inconvenience but you opened a claim to the wrong branch, here's ********* branch, please open the claim to the *********.

• Initial Complaint

  Date:02/04/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hired this company , was quoted for my move to take about 3 hours with a two hour minimum as it was a 400 sq ft studio. The items were being moved 7 miles to a storage unit . TWO men came and took nearly 7 hours to gather up boxes that were already packed , they wrapped items I did not ask to be wrapped , some already wrapped but they decided to wrap it even more . I understand charging for materials but if not asked for then why do it and then over charge as well for those supplies. $20 for 1 box? The worst part is that there was no urgency. Slowly took time , talked to each other , stopped and got gas adding more time , they somehow moved a couch , bed and mirror faster than boxes and bags ? Then took 30 minutes to secure the items in truck once loaded (though there was another man down there already loading everything so I guess he was just standing doing nothing ) . They were going so slow and wasting si much time I MYSELF HAD TO START MOVING , PICKING UP BOXES, FINDING DOLLYS AT THE STORAGE UNIT , and grabbing items myself because they wanted to move slow , waste time , and rack up a higher bill. The absolute worse service . So after raking up a high bill to over $1000 to move a 400 sq ft STUDIO apartment , they began to demand a tip and I felt very uncomfortable after already paying them way way way more than I was quoted and had budgeted for my move. Gave them a tip out of intimidation . Looking to revive a refund not for the full service as they didnt break anything and all my items were moved but I believe they purposely ran the time up, wasted time , and stole my money.

  

  Business Response

  Date: 03/01/2023

  I'm sorry for the inconvenience but this is ********* branch, please open a claim to the *********** branch. 

   

  Thank you and have a great day!

• Initial Complaint

  Date:02/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wrote you about a month ago on a business name best fits in *********. They moved are furniture into a storage of theres until we were ready for them to bring ** our stuff we starting opening up our containers find a lot of things missing I saved 7 years of quarters for my grandson gone silver box old gone. Brand new 5 shavers gone more odds n ends. I know its my word against them but they shouldnt get away from stealing. Iam hoping you have a answer already. Never heard from you

  

  Business Response

  Date: 03/01/2023

  I do apologize for the inconvenience. We do not tolerate that kind of behavior. If you feel like the items were stolen we strongly encourage you to file a police report and we will give the police all the information they need. As for the tip, we can not do anything about that because we give the tips to the workers right of way.

• Initial Complaint

  Date:12/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. Best Fit did a video walkthrough estimate of ***********. We agreed to 2 trucks and 4 movers 3. We signed a contract for an estimate of **** hours of work 4. The 4 movers and 2 trucks were to arrive between 8 and 10 am. They arrived just after 10am.5. One of the movers (******) was argumentative, talked s*** about his employer (especially *****), handled our larger expensive furniture without care, and even made a couple of sexist comments towards my wife. 6. One of the 2 trucks wasnt able to be loaded properly without using the others lift. Slowing the work down.7. The job took 12 hours, and only 70% of our belongings were moved. 8. The next day ***** (claims manager) said they would send another truck to finish the work 9. Thanksgiving Day, ***** calls to tell us that it was quote your fault because you told the movers to stop which we argued we didnt tell them to stop. 10. It was 10pm by the time they finished unloading and Best Fit expected the movers to continue until 6am.

  

  Business Response

  Date: 12/28/2022

  Hello *****,
  
  I'm sorry for the inconvenience but I can't find you in the system, could you please on what name it was booked or a request number, email address? 
  
  Thank you

  Customer Answer

  Date: 01/18/2023

  Hello,
  
  I am rejecting the business rebuttal because they are using the wrong name to look up the incident. The correct name is *********************. Her phone number for the account is ************.
  
  The business did not finish the work anywhere close to their estimate. I had to spend an additional $1,500 to finish the job after they failed to complete their estimate. We would like the $1,500 refunded from the company, Best Fit Movers.
  
  **********************, **** *************** Test Director
  AMC/Test and Evaluation Squadron
  ******************, **
  **************

  

  Business Response

  Date: 01/18/2023

  Hello *****,
  
  I'm sorry for the inconvenience but I can't find you in the system, could you please on what name it was booked or a request number, email address? 
  
  Thank you