ComplaintsforGood Move USA Corporation

• Initial Complaint

  07/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved from ** to CA but left all our things in **. I needed to empty the house quickly to be able to sell it so i looked online for movers & somehow a broker got in touch with me & asked what furniture i had to move room by room. I mentioned outdoor toys as well as things in the garage. They quoted me based off that & told me they could have movers there on the date needed since i would be flying out to be able to open the door. I paid $1260 as part of the full quote ($3500). I had done that move once & it cost me around $2500 so thinking it would only cost $1000 more to have people pack, load, & do the drive it didnt sound bad. The company was suppose to arrive saturday but due to time they didnt show up at the house until sunday morning. Once there it was only 1 guy from the company who came and then called local guys to help pack & load. The guy comes in takes pictures & before seeing everything says its more cubic feet than what was quoted. After talking to dispatch he comes back telling me the total is gonna be $8000 something! I call *************** are no help just saying that what i wanted to move wasnt all listed. Well no it wasnt because i was told to list the furniture. Since i needed to be out in less than 24hrs i agreed & they started. Once truck was loaded im asked if i want to pay an additional $3000 to have insurance or go with the free one that covers only 60 CENTS per pound of what item weighs. Waited more than the 18 days it should have taken. Now that im unboxing everything lots of things are missing including a king size headboard! I have things from other people that they unloaded & ive tried starting a claim but they wont send me a claim form. I spoke to someone confirmed my ************** over a week ago & im still waiting. *** called left ***************** an email. Seeing how much is missing, damaged, how much it cost i shouldve left it all & started over with all my things. I was backed into a ************* took full advantage

  

  Business response

  07/10/2024

  ***** as we are all working united  Claim **** and **************** , we would greatly look to complete your Request of a Claim please call us immediately as we are trying to resolve and  require paperwork thank you 

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  That was the worst moving company Ive ever dealt with. They complained about picking up our stuff, they had so many hidden fees which we paid. They made my husband and kids pack things, they came with no boxes, they were extremely rude. They kept lying about delivery. They delivered 3 months later. Most our stuff damaged, they did not want to put our furniture back together. My mattress is on the floor because they didnt put anything back together. They only kept telling us to pay and gave no service. We are a military family so moving is not new to us. Over $12,000 down the drain. This truly hurts my family.

  

  Business response

  05/31/2024

  The facts. The customer did not pack their belongings. The company got there and we had to pack the contents of the home. The most  unfortunate was they hired a broker/ agency that did not explain that when mobi h cross country all goes in a box. We sent assembly people to help the excess of assembly. 

  

  Business response

  05/31/2024

  We apologize for any inconveniences. We arrived at the home and we helped The family pack and protect beds and furniture. They booked an agency that did not explain they needed to have everything in boxes when your moving cross country. It saddens us that we tried to assist as much as possible. Also sending extra assembly people to unload a semi. 

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In August 2023, *************, ***** and her husband came out and gave me an estimate for move from ******** to *******. My husband got transferred and I was staying back to sell our home. The estimate I received was around the ***** ***** I asked what about the contents of our clothes in boxes and she said you should be ok. I would call on occasion letting them know that we hadn't sold the house but we would be contacting them when we do. My son decided to stay in ******** and we gave him a couch and numerous items, so I called ************** to remove items and added a few boxes here and there. The 2nd quote was about ***** and that's with taking off a couch, mattress, tool box and a few other items.We sold the house and I called to make the move finalized. They came on the 17th, 8 man crew and could not give me a straight answer as to when we will get our belongings. When they were finished packing up, the price jumped to ******. Then having the nerve to ask if we would like to tip the guys, asking for a recommendation she said 100 per guy, another 800, no way so ** gave her another 400.We finally received our belongings on 3/7. After unloading and removing blankets and moving material, I notice my 150 year old Italian China hutch was broke, I had ****** out of our fireplace and a chop out of my laundry cabinet.Later finding out that ***** fired one of the gentlemen blaming him for the damages. She did not pay him ***** for the work, he contacted me telling me that she had told him to move the items up in the truck to make it look full, that she told me it was full and charged me accordingly. I have records to prove this. The damages were obviously made when they packed the truck incorrectly to make it look full. We are asking for ***** for overcharging us and damages. This company is a scam! It makes me sick that I was blindsided by these "NICE" people and took advantage of.

  

  Business response

  03/27/2024

  The company has not fired any employees most important. We are currently finding a resolution with our shipper, the customer. We ************* we will find a resolution and answer any questions. Our claims department is working with the customer and we will update the outcome.

• Initial Complaint

  12/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In early May, ******************************************** **********, **, and the date to close on that purchase was June 30, 2023. We retained Good Move USA Corporation to move us to ** primarily because their contract representative, ************** assured us with 100% certainty that our belongings would arrive in **************** on June 30. The timing of the delivery was very important to us because we have a daughter who has Rett Syndrome, and she needs an extensive array of medical equipment and supplies continually. Much of that equipment is too large to be moved in our cars.When a truck arrived at our townhouse in **************** on the night of June 27, the manager of Good Moves told us that in order to have our things delivered to **************** before the middle to last half of July, we would have to pay an additional $2,200 immediately to expedite the move to near the date we had been assured they would deliver on. We also were told that the estimate of the cubic footage of our things was off by approximately 150%, requiring a total cost that was much higher than the $8,181 offered in their ""Binding Moving Estimate". Their manager used an alias of ****** rather than her actual name of ***********************. Because we had already closed on selling our properties and had to be out of them in less than 24 hours and because of the necessity of getting medial equipment and supplies to **, we agreed to pay that additional $2,200 fee.We had been told by ************** that Good Moves had an office and a storage facility in ****************. We also were told the move would be done in a large tractor-trailer moving van in one load. None of those things were true. Good Moves isn't even registered to do business in ***** with the ***** SOS, and they only operate smaller bobtail type trucks. The deliveries were done at their discretion in three steps from July 1 through July 25, and we are still missing approximately $2,500 worth of our belongings.

  

  Business response

  12/23/2023

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

   

  We apologize first off for any miscommunication and/or promises on *********************** behalf. I looked at your reservation and you booked 1  26" truck but you said you had 2 stops not 2 Full houses to move as you advised you were gonna get rid of items, but you did not.  You booked 1 truck with 49 items and 259 pieces. The 2nd house you said half a truck and that's the one you had well over 300 boxes. We told you yes, you needed 2 trucks, but there are notes of removing items. As the person at your pick up I was very upfront about cost/ time of delivery of 2 trucks and how we managed to dispatch the most important one immediately due to the circumstances for $*******. First truck arrived in less than 5 days, items never off-loaded and the 2nd 2 weeks out. We also had some surprises on our end from you to be honest, There was a room of 300 boxes in the basement last minute. ALL HEAVY BOXES. There was no way for a company to move 2 homes one in ****** and the other **************** and to our surprise medical equipment that at no fees charged and needed to be  broken down to fit all in the trucks. BUT WE DID IT. We helped you. Professional Services. I also said we were never disclosed to us or your consultant IMMEDIATE delivery- But we still honored it.  NO additional charges only the *** of ******* We offered you refunds 100% and you had mentioned you had to be out of the house next 2 days and we still  facilitated the move with 10 men in 1 day and 2 trucks.  We also advised there was a weight issue and once on the truck was loaded we had to add a 3rd truck because of the weight. Here we are 6 months later and we are being told items missing while receiving the review. The items loaded of importance were NEVER unloaded and there are signed inventory sheets to prove no missing items on the off load. You may feel free to call our office to discuss. Blessings to you and your family.

  Customer response

  01/13/2024

  We only received the response mailed to ** on January 4, **** on January 12.  Because there is a short time limit for my response I wanted to use notify you that I do not want this subject to be closed.  I am mailing you a complete response today, January 13.  Thank you for your time and efforts.  

  Customer response

  01/17/2024

  Please see attached

• Initial Complaint

  07/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booked a move from ******* to ***** with Good Move for 7/13/23. Was quoted a 3-5 hr move: $167/hr + $200 destination fee, in lieu of an hourly rate for the drive time. Movers were supposed to arrive between **** AM but did not arrive until 11:30 AM. Movers were not quick. (We had movers in the past that move us out of smaller places in much less time.) According to the head mover, he was "taken out of retirement for this job" and was providing on-the-job training to the other mover.Upon arriving, the head mover asked me if I or my husband would be willing to help. I told him I'd prefer not. After a while he asked my husband to "help with the smaller stuff". Even with my husband's help, they were eating up all of the time getting the truck loaded that was estimated for the entire job (3 hours). They finished loading up the truck at approximately 3:05 PM.They asked us how long the drive was to the new place: about an hour. They said they were going to stop for lunch and meet up with us. They arrived at 5:07 PM. Their dispatch told me that they should not take longer than 1 hr to unload, but it took 2 hours, and that was with us asking them to drop most everything off in the garage, and my husband and I would just move the boxes ourselves. They sandwiched our TV between our mattress and box spring, broke the leg of the *** and this was after head mover tried selling me a "new-in-the-package TV for $400" during loading. I was relaying the information happening to their dispatcher in real time. She said she would reach out to a higher-up about what was going on with the move.Rep called me and berated me while chewing on something: "Moving is expensive", "What am I supposed to do, tell them to be faster?". When told they broke our *** she said, "Sorry! Things happen". She then charged us for the travel time, on top of the destination fee. Would not honor the quote to exclude drive time, which was the reason we booked with them. No compensation for TV.

  

  Business response

  08/02/2023

   

  We acknowledge your recent complaint regarding your move with *************. We take all feedback seriously and are committed to addressing your concerns in a transparent manner.

  
  As for the estimate provided, we based it on the square footage of your house since an inventory was not submitted. We understand that the scope of the move turned out to be larger and more time-consuming than expected, and we apologize for any inconvenience this may have caused.

  
  Regarding the timing of the move, we regret that our team's arrival was delayed, and we apologize for any inconvenience this caused you. We are implementing measures to enhance our punctuality for future moves.

  
  Regarding the billing, we would like to clarify that the destination fee covers the travel time from the destination back to our office, based on mileage. Additionally, you were informed that your time started upon arrival and would end when we completed unloading or when you asked us to stop, as you have full control over the time.

  
  However, despite the challenges faced during your move, we regret to inform you that we will not be able to offer any discounts as a resolution. Our services were provided in good faith, and our pricing is based on estimates to give customers a general idea of costs, not flat rates. 

  
  Nevertheless, we remain committed to addressing all other valid concerns and providing you with the appropriate compensation/replacement for the damage to your TV Leg. Please let us know the make and model of your TV and a picture of the leg itself.
  
  

  Customer response

  08/11/2023

  This information is in response to my complaint being closed as I did not see the message stating that the business responded to my claim.

  The representative who berated me during the first reported interaction reached out to me after seeing my BBB complaint. She neither acknowledged that she was wrong to speak to me the way she did nor did she apologize. Additionally, she kept asking me to explain myself as to why the quote that was provided to me was so low. 

  She stated that I must not have provided an inventory of my belongings when I first booked with the company, but I did, and she refused to believe me. She threatened to "pull the call and check if that's what happened". She also stated that the way the quote was presented to me was accurate in that I would be charged for drive time as well as as a truck fee for the distance between the 2 locations. I told her that it was not, and that's why I'm upset. I was told something completely different in order to book the move with them, and then upon the service being fulfilled, they changed the terms on me. She said that if that were the case, she could get back to me about it. 

  I asked her to please pull the call, as she suggested, so that she could see that I was lied to about what would be charged, and also to hear that I did, in fact, provide a detailed inventory of my belongings at the time of the booking. She said she would pull the recordings and get back to me. Instead, the next day, they charged me the full amount and never called me back. 

  Additionally, she argued with me on the phone about how I never disclosed to them that I had an entire garage full of belongings that needed to be moved, so it's no wonder that they took all day to move my things. I told her that I did not have a garage full of belongings that needed to be moved. 

  She provided me a recount of what the movers submitted as the photographic proof of all the items they were required to move, and when they did that, it came to my attention that they had doubled up pictures of rooms by presenting different angles of the same rooms as "different rooms", making the house look larger than what it was. They also submitted a picture of my garage at the new house as an "additional space they had not been notified that they would have to move". They lied. When they came to the second location to unload, they had been working for so long, that we asked them to please just unload our belongings into our new garage, and my husband and I would get the items settled into our house ourselves. I told this to ***** (the rep who berated me) as well. I told her that it was a lie that the garage was part of the loading portion of the move, and in fact, other than our few pieces of furniture, those boxes in the garage were our entire move. Not much at all. 

  She told me that I needed to figure out what she needed to do in order to make things right, because "someone who was working at her company wouldn't be working with them by tomorrow" and that she needed to hear back soon because "She had a meeting with **** in an hour". **** was the main mover who damaged our tv and lied about how much they had to move for us. I told her that I wasn't interested in her issues with her staff. I don't care who is fired or not, because that doesn't help me. I wanted a credit for the portion of the move that was charged to me after I was lied to by her rep about how it would not be charged to me. She then told me she would pull the recordings and get back to me, but I never heard back from her. 

  This is really ugly business. Not only did their staff lie to get my business, and the movers lied about how much we had so they could milk the clock, and ***** lied about how she was going to look into it, but they do not honor their terms, and Eglis verbally abused me and wouldn't apologize for it. I don't know how this is considered okay. 

  I have attached the photo of what ***** says was the "additional garage" they were required to move that was not disclosed to them, even though I told her that it was not true. 

  Additionally, we found that not only was the leg of our tv broken off, but the screen was also dented, which we realized after setting it up and watching it. But I never got a chance to tell them about it, because ***** never called me back as promised.

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The only reason I am writing this is to warn people against using this horrific, fraud of a company. I was charged $2100 MORE than I was quoted, paid for packaging and materials twice, my delivery was 45 days late and could not get a hold of anyone during this whole process. Numbers would be disconnected, people were conveniently no longer with the company, lies upon lies. When my items finally arrived, this company tried to charge me $800 more to cross a bridge they did not realize was there (never heard of this) and the mover tried to bring in someone else's items. They were completely unorganized, brought in the wrong stuff and lost a desk, which to this day has never been found. I have never met a more unprofessional, reckless and trash team in my entire life. I held off on months to write this and file a claim because I wanted to give them a chance to clear the air internally, but after months of being ignored and waiting, I have decided that I had to share my story so that no one else gets trapped in their fraud. I have also reported them to the ****** This company has to be stopped and be held accountable. They will show up to your home on moving day and demand almost double the payment. At that point, everything is packed and you are backed into a corner. No business in the USA should be operating this way. Please help put a stop to it.

  

  Business response

  09/11/2022

  We apologize for any inconvenience, We would like to offer you our claims department however you declined. please ake advantage of our free claim and stress free process. We appreciate your feedback

• Initial Complaint

  07/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Do not ever hire this company. I had such a horrible experience with them I feel it is my duty to warn others from ever hiring them. They are terrible communicators and have made false promises from the start. They take advantage of their employees and are desperately understaffed. They are SHADY about everything every step of the way. They were very late arriving for moving day. When the truck arrived, it was only a driver and dispatcher. They hadnt brought a crew for the move, so it took a few hours to get other random helpers to arrive. They took all evening loading the truck. At the end they say its going to be an additional $3,940 over what they originally quoted us. And suddenly the delivery date was 1-2 weeks later than what was originally communicated. After they picked up our things we couldnt get a hold of them. We called the number on the contract and it wasnt even an active telephone number. We thought we were robbed. Then we had to hound them daily to finally get our things on a truck and scheduled to be delivered. When a driver did arrive, he was completely solo to unload a 3 bed / 3 bath house. I had to call the company and demand he get help before he started attempting to unload all of our furniture by himself. A couple hours later, the driver returns with 2 more helpers. The helpers were amazing and were moving quickly. The original driver associated with Good Move USA stops unloading anything and just lets the other 2 guys move all the furniture. They start getting upset and complaining to me saying that the company called them and talked them down by $50/each on their daily rate because they told them this was a small job (this was in no means a small job, it was a ton of stuff).

  

  Business response

  07/28/2022

  Please call our office to speak with you to provide a claim form and the refund for the over payment has been processed. We apologize for any inconvenience 

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We hired goodmove *** to move us from ******** to *******. On May 18th the movers showed up (2 hours late) with a too small truck, and took a little over half of us stuff. They then came back the next day to pick up the rest of my stuff (2 hours late). The movers themselves were ok, did a good job wrapping up my stuff. One movers did lob a monitor box that contained a monitor up from the basement onto a tile floor and they were a bit rough with anything marked fragile. Because we had a lot more stuff than they were told we were charged triple what were originally quoted. I had given sizes and items so not sure how that happened but that seems to be their MO here. My major issue is that we have no been living in our home in ******* for 4 weeks, goodmove has had our stuff for 5 weeks and cannot even give me an estimate of when it will be delivered. The only person that even sort of responds is their customer service person. So we were charged almost ***** dollars instead of the estimated ****, had our fragile stuff treated like c*** and still have none of our items. I am concerned with where my stuff is and if I will ever get it. This has been the worst experience I have ever had with a company.

  

  Business response

  07/28/2022

  We have completed the delivery 

  Customer response

  08/05/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had placed a deposit with this moving company, Good Move USA, but cancelled within the acceptable timeframe. One of the female ladies who worked there, ****, got in touch and notified me that a refund would be initiated. I would have to answer a call from a lady who also works there, *****, and set up my refund. I never received a call from *****, so I go in touch with **** again through text message, she never answers the company phone. I was notified that she would tell ***** to call me back again, she didn't the first time and never did after this. I tried to call the numbers on the company website one is not set up to receive calls, one is ****** who never answers the phone, and the other is ******* who I was able to get in touch with once but never again after. The time I was able to get in touch with ***** she said that my refund had been processed on May 17th. I called by bank a few days later to confirm and they said that no refund had been initiated on May 17th or any day close to that from Good Move USA. I have attempted to call the company a few times after this, but no one has answered the phone. It's funny because their website markets that they're open 24/7 but never answers the phones. At this point I think they are ignoring my calls. I received a text message from an unknown number a few days before I was able to get in touch with *****. I thought this was ***** because they asked me if I got my refund back. I said no and if there was any information, they needed to get the process moving. The person said that I needed to file a one-star review for the company. I asked who it was and why they were texting me about this. Turns out it was an ex-employee who had recently been fired. I asked this person if the company did this regularly, they said yes. I am not asking for much. I just want what was promised to me which is my $400 deposit back. I have read similar reviews online and I feel like this company should be shut down.

  

  Business response

  06/04/2022

  ***** please call me ************.

• Initial Complaint

  05/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In mid March I selected Good Moves *** for a move from ****** ******** to **** ******. My things were picked up March 20, 2022. Like many others, I was told the quote was wrong and asked to pay more than quoted, I agreed, and accepted a scheduled delivery date of April 14. On April 15th I contacted the shipper and was connected with the dispatcher who told me that she expected the delivery vehicle back in her facility within 3 days and would contact my no later than April 20. On April 21th, without having received any communication, I reached out again with no response. On April 21, a customer service agent told me that she would ask for an update from dispatch. I proceeded to call on the 22, and 23rd with no response. On April 24th customer service stated that they still had not spoken with dispatch. On April 26 I was connected with the "general manager" who proceeded to berate, threaten (both with physical violence and litigation), and curse at me for nearly half an hour. After he calmed down, he realized he didn't know what day it was and told me he would have dispatch call me with an update. The dispatcher did call me shortly thereafter sounding like she had received a similar treatment and told me my things would be shipped by the 29th. On May 2 I reached out with no response. On May 3 I reached out and was connected to the dispatcher who said my things would be loaded that night. On May 4th a driver called asking to deliver May 5th or 6th, I said I would support. The driver did not arrive either day, and I contacted dispatch May 6th and was told that my delivery would be the 9th or 10th. I proceeded to contact dispatch there after and have been told my delivery date is two days away each time. At this time my delivery is more than a month late, and no end in sight. I have a trip at the end of next week, 2 months after shipping, that I can't take without the things in their possession. If I do not receive my goods I will be severely financially impacted.

  

  Business response

  05/18/2022

  **** please call our office to discuss and speak with a manager on duty 

  Customer response

  05/19/2022

   
  Complaint: 17199891
  
  I am rejecting this response because:

  Good afternoon,

   

  I would like to update my case #******** with Good ********** ****** my property was delivered, 55 days after pickup, and 32 days late. Nearly everything in the shipment was damaged or destroyed with crushed boxes taped into round shapes as a result of being crushed. The company held my property for an unacceptable amount of time and completely destroyed it in the process. I expect a full refund, coverage for all my damages, and coverage for the costs I have incurred as a result of the late delivery as per their contractual obligations.

   

  I really appreciate the BBBs assistance in this as it has been an aweful experience.

   

  Regards,

   

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

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

  

  Business response

  06/04/2022

  we would like to speak with *************** asap an address the issues with management, thank you

  Customer response

  06/04/2022

   
  Complaint: 17199891
  
  I am rejecting this response because:I have been sent to arbitration by the shipping company, however, I will call them next week to find resolution. I will update as necessary.
  
  Sincerely,
  
  *********************

  Customer response

  06/09/2022

  I have been attempting to contact the company but they have not answered or returned my calls. I will continue to attempt to contact them.

  

  Business response

  07/28/2022

  We would like you to please call us or text ********** and we will assist- I have history of us calling and missing you and messages from customer service on your end - please text or call asap. we apologize for any inconvenience 

  Customer response

  08/08/2022

   
  Complaint: 17199891
  
  I am rejecting this response because: I responded to the message and called the provided number. After speaking with the representative, I was told that I would be offered less than $100 for my possessions. This amount does not account for the costs I incurred as a result of the shipping delay that Good Move USA is legally obligated to reimburse, nor does it cover even 1% of the damages I incurred. The representative was very respectful, however, this has not improved the situation, and no corrective actions were offered.

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

  

  Business response

  08/22/2022

  We will Need to discuss this furthermore please call us at your convenience and we apologize for any

*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. ↩