Complaints

• Initial Complaint

  12/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Best Moving Service after researching many companies. They picked up my items on 12.16.2024 from *******. I said first available for delivery would be 12.18.2024 (delivery to *******). On ***** I reached out for an updated delivery status. They stated it was leaving FL warehouse on *****. I called on 12/23 and they stated a truck broke down and it would arrive to me within 4-6 days. I called on 12/27 and it was STILL in ******* not loaded on a truck. I called on 12/30 and they said it was set to load tomorrow and I could expect it within 4-8 days. They have NEVER called me with updates nor kept me updated on all these delays. I have asked to speak to a manager and was told that is who I was speaking to. She was very snippy and rude and never once offered any form of apology. At this point - I have no faith I will receive my items - which is basically everything I own.

  

  Business response

  12/30/2024

  COMPANY RESPONSE TO BBB CASE ID #: ******** - ******* *****
  Dear BBB & ******* *****,
  Thank you for reaching out and sharing your concerns regarding your recent experience with Best Moving Service. We sincerely
  regret that the delivery timeline did not meet your expectations and any frustration caused by the communication challenges you
  described.
  After reviewing your case, we want to clarify that the delays you experienced were due to unforeseen operational circumstances,
  including a vehicle breakdown, which were beyond our immediate control. Our team has been working diligently to ensure your
  belongings are transported safely, as this remains our highest priority.
  Regarding your concerns about communication, we apologize if our updates did not meet your expectations. While we make every
  effort to keep customers informed, there may have been instances where our processes fell short. We will take your feedback
  seriously as an opportunity to improve.
  While we cannot accept full liability for the delays, we value your business and want to demonstrate our commitment to customer
  satisfaction. As a gesture of goodwill, we would like to offer you $50.00. Please let us know if this is acceptable, and we will process
  it promptly.
  We appreciate your understanding and patience as we work to resolve this matter. Please feel free to contact us directly if you
  have any additional concerns.
  We strongly believe that with mutual consideration and understanding, we can easily reach a fair resolution and keep the
  relationship between all parties in good standing.

  Customer response

  01/02/2025

   
  Complaint: 22746449
  
  I am rejecting this response because:
  

  I understand you had a truck breakdown however EVERY time I call, the moving company has said "your items are scheduled to be loaded TOMORROW and will arrive in 4-6 days. It continues to not get loaded and that is why I reject. I feel I was not kept updated and not told the truth!

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

  

  Business response

  01/11/2025

  COMPANY RESPONSE TO BBB CASE ID #: ******** - ******* *****
  
  
  
  
  Dear BBB,
  
  Please accept this formal acknowledgment notice of the above-referenced BBB case number submitted by the consumer.  Please note, that we are more than willing to thoroughly investigate the consumers said complaints to better understand, validate and fairly resolve all their issues against our company. Customer satisfaction is critically important to us and we want to ensure that every customer knows their business is valued and deeply appreciated.
  
  When it comes to these matters, we put ourselves completely at the customers disposal. Rest assured that if and upon a full and thorough investigation through ******************************** ************************** we can validate that the customers claims/complaints against the company are in fact true and accurate, the company guarantees to compensate the customer in accordance with their coverage and will ensure a fair resolution to their issues.
  
  It is important for the BBB to know that, as part of our commitment to ***************** and Customer Satisfaction all consumers are given the opportunity and necessary resources to deal directly with our company in hopes of reaching a fair resolution.
  
  In addition to that, all consumers receive informative documentation prior to their service date, advising them that in the unlikely event a consumer may realize that some of their goods are damaged or missing, or if they feel that they have been over-charged or charged for services that they didnt receive prior, during, or after services were completed, they are provided with the opportunity to have their issues and concerns formally addressed, investigated, and resolved in accordance with their coverage and contractual liabilities.
  
  To better understand and validate all the consumer claims/complaints we respectfully request that the consumer submit copies of the contracts they have received from the company, they allegedly have had transactions with to determine and validate the company they are attempting to file their complaint against. This will confirm the interaction between both parties and ensure a fair investigation for both the customer as well as the company.
  
  We respectfully request that the consumer provide the following supportive Documents (FRONT AND BACK):
  
  ?      Bill of Lading (contract)
  ?      Order for Service
  ?      Household Goods Descriptive Inventory (both pickup and final delivery copies)
  ?      Proof of any financial transaction made with the Service Provider (receipt, bank statement, etc.)
  
  We urge the customer to submit additional information as soon as possible so that we may address their issues. Be sure to highlight any notations made at the time of service implementing said concerns.
  
  We strongly believe that with mutual consideration and understanding, we can easily reach a fair resolution and keep the relationship between all parties in good standing. 
  
  
  
  Very Truly,
  
  ***** ******
  ***** ******
  Customer ********************** Dep.

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ?Dates ?Pick up date: 9/16/24 ?Scheduled delivery date: 10/4/2024 ?Actual delivery date: 10/13/2024 ?Paid: $3000 original bid, paid an additional $575 for a smaller truck to deliver on narrow mountain roads ?Dispute ?Damaged items ?2 smashed end tables, must be replaced (packed by Best Moving)?1 damaged drawer on my grandmothers dresser, must be fixed (packed by Best Moving)?Damaged television, must be replaced (packed by Best Moving)?Damaged desk, must be fixed (packed by Best Moving)?Damaged bicycle, must be fixed (packed by Best Moving)?Damaged dish set, must be replaced (packed by me using a dish packing set from **********; only way to break all of the dishes would be to impact / drop the box)?Stolen items **************** equipment (tape removed from Xfinity box, item removed, box re-taped (using movers tape, different color than mine), returned to me empty ?Silverware ?Yatoshi bread knife ************** ?Various kitchen items ?Conair Blow dryer ?Ceramic straightener ?Ceramic curling iron ?Jewelry ?External hard drives all had their external barriers removed. Obviously gone ************ Moving not only damaged many of my items so that they are irreparable, many items were clearly stolen and/or removed. I called Best Moving to see if they could address this issue with me. They asked me to provide some pictures which I did, then they never responded. I called on 11/4, 11/5, 11/8, 11/20, 11/21, 11/25, 12/9. They have never resolved this and have never followed up, although they said they would call me back with news about next steps each time I called.

  

  Business response

  01/11/2025

  COMPANY RESPONSE TO BBB CASE ID #: ******** - ****** ****
  
  
  Dear Valued Customer,
  
  If you come across any damaged or missing items or suspect that you have been overcharged or billed for services you didn't receive before, during, or after the completion of the services, we kindly request that you give your service provider the opportunity to thoroughly investigate and address your concerns. All customers are aware that the ********************** provider should be granted the primary chance to provide a written resolution to any problems that arise.
  
  TO START YOUR CLAIM/COMPLAINT PROCESS, PLEASE SEE THE INSTRUCTIONS BELOW:
  LOG ON TO *************************************************;
  WHEN ENTERING THE SITE, CLICK ON THE *** - REGISTER YOUR MOVING CLAIM / COMPLAINT
  PLEASE MAKE SURE TO HAVE THE FOLLOWING INFORMATION WHEN REGISTERING YOUR CASE:
  YOUR BROKERAGE COMPANY LEGAL NAME (OPTIONAL - IF BOOKED WITH A 3RD PARTY).
  YOUR MOVING COMPANY LEGAL NAME.
  YOUR FULL NAME AS IT APPEARS ON THE BILL OF LADING (CONTRACT).
  YOUR FULL CURRENT ADDRESS.
  A VALID PHONE NUMBER.
  A VALID EMAIL ADDRESS.
   Once we receive your information online, we will promptly send you a Claim Acknowledgment Confirmation Notice via email. This notice will serve to confirm that we have received and recorded your claim or complaint in our electronic system. Kindly remember to check your junk or spam folders for our email confirmation.
  
  HOW CAN I CHECK THE PROGRESS / STATUS OF MY CLAIM? To inquire about the status of your case, kindly contact us via email at ************************************************************************. All communication regarding your claim will be conducted through email or mail. In certain circumstances, we may reach out to you by phone (if necessary) to gather additional information or seek clarifications regarding your claim.
  
  Please take note that we highly recommend adding our email address, ************************************************************************, to your contact list. This will ensure that our emails are delivered directly to your inbox and not directed to your spam folder, guaranteeing prompt and efficient communication.
  
  HOW LONG DOES THE PROCESS TAKE?
  
  FOR LOCAL MOVES: Since there are no specific time limitations regulated by the different states, we have decided to treat local / Intrastate moves as Interstate moves (120 days) so that claims are adjusted in a timely manner. Local / Intrastate moves in the state of ********** are reviewed within 30 days as required by the California PUC.
  
  FOR INTERSTATE MOVES: Your carrier has 120 days to provide a settlement offer for your claim, from the date your complete claim along with all required documents is received in their office. If claims cant be settled or denied within that time, an extension notice must be sent to the customer within every consecutive 60 days period. ******************************** as the assigned third-party claims company must follow the same requirements as your carriers. However, as part of our customer **********************, we strive to offer a speedy resolution.
  
  DO I NEED TO PAY FOR THIS SERVICE?
  
  Absolutely NOT! This service is entirely free for customers of our participating carriers. We offer assistance with various claim types, including loss, damage, delay, overcharge, and complaints. It is important that when you file your claim, you include all your concerns within the claim submission. We will thoroughly investigate and address each concern expressed in your claim. Please note that any items or concerns not included in your initial claim will not be addressed, responded to, or added at a later stage. It is crucial to provide a comprehensive account of all your concerns within the initial claim submission.
  KINDLY ACCEPT OUR APOLOGIES FOR ANY INCONVENIENCE AND WE WISH YOU THE BEST IN YOUR NEW LOCATION!
  
  
  We strongly believe that with mutual consideration and understanding, we can easily reach a fair resolution and keep the relationship between all parties in good standing. 
  
  
  Very Truly,
  
  ***** ******
  ***** ******
  Customer ********************** Dep.

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired these movers at one price then they increased it twice. They would not refund if we canceled. Then they picked up our belongings on 6/10 and have not delivered them yet. They refuse to tell us where our things are. They say they are in transit and have been for 13 days. At this point we feel we may have been scammed and our stuff stolen. We want our belongings and don't want to pay more money.

  

  Business response

  07/06/2024

  COMPANY RESPONSE TO BBB CASE ID #: ******** - ***********************
  
  
  
  
  Dear BBB,
  
  Please accept this formal acknowledgment notice of the above-referenced BBB case number submitted by the consumer.  Please note, that we are more than willing to thoroughly investigate the consumers said complaints to better understand, validate and fairly resolve all their issues against our company. Customer satisfaction is critically important to us and we want to ensure that every customer knows their business is valued and deeply appreciated.
  
  When it comes to these matters, we put ourselves completely at the customers disposal. Rest assured that if and upon a full and thorough investigation through MovingClaims.net ************************** we can validate that the customers claims/complaints against the company are in fact true and accurate, the company guarantees to compensate the customer in accordance with their coverage and will ensure a fair resolution to their issues.
  
  It is important for the BBB to know that, as part of our commitment to ***************** and Customer Satisfaction all consumers are given the opportunity and necessary resources to deal directly with our company in hopes of reaching a fair resolution.
  
  In addition to that, all consumers receive informative documentation prior to their service date, advising them that in the unlikely event a consumer may realize that some of their goods are damaged or missing, or if they feel that they have been over-charged or charged for services that they didnt receive prior, during, or after services were completed, they are provided with the opportunity to have their issues and concerns formally addressed, investigated, and resolved in accordance with their coverage and contractual liabilities.
  
  To better understand and validate all the consumer claims/complaints we respectfully request that the consumer submit copies of the contracts they have received from the company, they allegedly have had transactions with to determine and validate the company they are attempting to file their complaint against. This will confirm the interaction between both parties and ensure a fair investigation for both the customer as well as the company.
  
  We respectfully request that the consumer provide the following supportive Documents (FRONT AND BACK):
  
  ?      Bill of Lading (contract)
  ?      Order for Service
  ?      Household Goods Descriptive Inventory (both pickup and final delivery copies)
  ?      Proof of any financial transaction made with the Service Provider (receipt, bank statement, etc.)
  
  We urge the customer to submit additional information as soon as possible so that we may address their issues. Be sure to highlight any notations made at the time of service implementing said concerns.
  
  We strongly believe that with mutual consideration and understanding, we can easily reach a fair resolution and keep the relationship between all parties in good standing. 
  
  
  
  Very Truly,
  
  ***********************
  ***********************
  Customer ********************** Dep.

  Customer response

  07/22/2024

  Please see attached 

  

  Business response

  07/26/2024

  Dear BBB, 
  As previously explained, please understand we are more than willing to resolve this customers complaints against our company. To ensure customer satisfaction we simply asked the customer to cooperate by providing supporting information in order for us to validate their claims. It is critical that this information is provided to ensure a fair investigation and resolution for both the customer as well as the company.
  Due to the customers apparent inability and failure to comply with our basic validation process, we were unable to formally investigate this matter. Sequentially unable to offer a suitable resolution. 
  However, we truly value our customers and take any complaints very seriously. In the future should the customer ultimately decide to comply and provide the previously requested basic, necessary, and required documents to validate a transaction with the company, we will thoroughly investigate their claims immediately, in hopes of seeking resolution. 
  To maintain our high level of customer satisfaction, we are willing to compensate you $75.00 in good faith for any inconvenience that *** have occurred during the process of your move.  
  
  

  

  Business response

  07/31/2024

  Dear Valued Customer,
  
  If you come across any damaged or missing items or suspect that you have been overcharged or billed for services you didn't receive before, during, or after the completion of the services, we kindly request that you give your service provider the opportunity to thoroughly investigate and address your concerns. All customers are aware that the ********************** provider should be granted the primary chance to provide a written resolution to any problems that arise.
  
  
  TO START YOUR CLAIM/COMPLAINT PROCESS, PLEASE SEE THE INSTRUCTIONS BELOW:
  LOG ON TO *************************************************;
  
  WHEN ENTERING THE ***** CLICK ON THE *** - REGISTER YOUR MOVING CLAIM / COMPLAINT
  
  PLEASE MAKE SURE TO HAVE THE FOLLOWING INFORMATION WHEN REGISTERING YOUR CASE:
  YOUR BROKERAGE COMPANY LEGAL NAME (OPTIONAL - IF BOOKED WITH A 3RD PARTY).
  YOUR MOVING COMPANY LEGAL NAME.
  
  YOUR FULL NAME AS IT APPEARS ON THE **** OF LADING (CONTRACT).
  
  YOUR FULL CURRENT ADDRESS.
  
  A VALID PHONE NUMBER.
  
  A VALID EMAIL ADDRESS.
   Once we receive your information online, we will promptly send you a Claim Acknowledgment Confirmation Notice via email. This notice will serve to confirm that we have received and recorded your claim or complaint in our electronic system. Kindly remember to check your junk or spam folders for our email confirmation.
  
  
  HOW CAN I CHECK THE PROGRESS / STATUS OF MY CLAIM? To inquire about the status of your case, kindly contact us via email at ****************************************. All communication regarding your claim will be conducted through email or mail. In certain circumstances, we may reach out to you by phone (if necessary) to gather additional information or seek clarifications regarding your claim.
  Please take note that we highly recommend adding our email address, ****************************************, to your contact list. This will ensure that our emails are delivered directly to your inbox and not directed to your spam folder, guaranteeing prompt and efficient communication.
  
  
  HOW LONG DOES THE PROCESS TAKE?
  
  
  
  FOR LOCAL MOVES: Since there are no specific time limitations regulated by the different states, we have decided to treat local / Intrastate moves as Interstate moves (120 days) so that claims are adjusted in a timely manner. Local / Intrastate moves in the state of ********** are reviewed within 30 days as required by the California PUC.
  
  
  FOR INTERSTATE MOVES: Your carrier has 120 days to provide a settlement offer for your claim, from the date your complete claim along with all required documents is received in their office. If claims cant be settled or denied within that time, an extension notice must be sent to the customer within every consecutive 60 days period. MovingClaims.net as the assigned third-party claims company must follow the same requirements as your carriers. However, as part of our customer **********************, we strive to offer a speedy resolution.
  
  
  DO I NEED TO PAY FOR THIS SERVICE?
  
  Absolutely NOT! This service is entirely free for customers of our participating carriers. We offer assistance with various claim types, including loss, damage, delay, overcharge, and complaints. It is important that when you file your claim, you include all your concerns within the claim submission. We will thoroughly investigate and address each concern expressed in your claim. Please note that any items or concerns not included in your initial claim will not be addressed, responded to, or added at a later stage. It is crucial to provide a comprehensive account of all your concerns within the initial claim submission.
  
  
  KINDLY ACCEPT OUR APOLOGIES FOR ANY INCONVENIENCE AND WE WISH YOU THE BEST IN YOUR NEW LOCATION!
  
  
  Should you have any questions please feel free to email us at any time and we will be happy to assist you.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good afternoon this is a moving company me and my husband hired on May 29th, 2024 to move my furniture from ******** to ********. Our delivery/order number with the company was order #B7041345. We paid a grand total of $7008.58 to this business that promised us a professional and quality move. We were promised fragile items were to be wrapped and furniture were to be protected and wrapped. We opted for the traditional insurance of $.60/lb of damaged goods and signed that paperwork. The arrival of my items were June 16, 2024. Upon arrival of the furniture the movers brought in a large headboard and drug it across the empty room. I did ask them kindly to be careful of the brand new flooring. A piece of the headboard snapped off, they got it up some stairs while damaging the walls, floors, and ceilings. The movers didn't seem to care if they were careful of the pieces of furniture. boxes were brought in with loose contents, loose light bulbs, glassware, electronics and lamps that were not wrapped or protected in the boxes. My buffet was brought into the home upside down, while full of glass/cookware all within the stand. it was flipped over scratching the flooring and breaking pieces of the legs off the furniture. Our brand new Purple hybrid 4 Mattress was not protected or covered by any plastics resulting in rip on the cover and filthy. Our entertainment stand has a large crack and is falling apart now. I did write down the remarks/claims on the damages spot on the paper proved to me. The driver of the vehicle then verbally assaulted me, took all copies of the paperwork before I was finished writing on the claim spot. He took few pictures (not all) of the damages of the property and furniture. I was cussed at and harassed to give the driver $150 in cash for moving the headboard up a flight of stairs. I asked him to leave before I called the authorities. I contacted the company regarding the damages, was offered $100. The damaged furniture is well over 400lbs.

  

  Business response

  06/25/2024

  COMPANY RESPONSE TO BBB CASE ID #: ******** - ***********************
  
  
  
  
  Dear BBB,
  
  Please accept this formal acknowledgment notice of the above-referenced BBB case number submitted by the consumer.  Please note, that we are more than willing to thoroughly investigate the consumers said complaints to better understand, validate and fairly resolve all their issues against our company. Customer satisfaction is critically important to us and we want to ensure that every customer knows their business is valued and deeply appreciated.
  
  When it comes to these matters, we put ourselves completely at the customers disposal. Rest assured that if and upon a full and thorough investigation through MovingClaims.net ************************** we can validate that the customers claims/complaints against the company are in fact true and accurate, the company guarantees to compensate the customer in accordance with their coverage and will ensure a fair resolution to their issues.
  
  It is important for the BBB to know that, as part of our commitment to ***************** and Customer Satisfaction all consumers are given the opportunity and necessary resources to deal directly with our company in hopes of reaching a fair resolution.
  
  In addition to that, all consumers receive informative documentation prior to their service date, advising them that in the unlikely event a consumer may realize that some of their goods are damaged or missing, or if they feel that they have been over-charged or charged for services that they didnt receive prior, during, or after services were completed, they are provided with the opportunity to have their issues and concerns formally addressed, investigated, and resolved in accordance with their coverage and contractual liabilities.
  
  To better understand and validate all the consumer claims/complaints we respectfully request that the consumer submit copies of the contracts they have received from the company, they allegedly have had transactions with to determine and validate the company they are attempting to file their complaint against. This will confirm the interaction between both parties and ensure a fair investigation for both the customer as well as the company.
  
  We respectfully request that the consumer provide the following supportive Documents (FRONT AND BACK):
  
  ?      Bill of Lading (contract)
  ?      Order for Service
  ?      Household Goods Descriptive Inventory (both pickup and final delivery copies)
  ?      Proof of any financial transaction made with the Service Provider (receipt, bank statement, etc.)
  
  We urge the customer to submit additional information as soon as possible so that we may address their issues. Be sure to highlight any notations made at the time of service implementing said concerns.
  
  We strongly believe that with mutual consideration and understanding, we can easily reach a fair resolution and keep the relationship between all parties in good standing. 
  
  
  
  Very Truly,
  
  ***********************
  ***********************
  Customer ********************** Dep.

*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. ↩