Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/31/2025

  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.

  Company promised all employees that would enter my home would have a background check but driver stopped on my street and paid an 18 yr old kid to move my items into my home. Company tried to charge me a second delivery fee to get my items into a timely manner. Company lied to me that I could have 30 days of storage after they increased the amount on the day of my move.

  Business Response

  Date: 03/31/2025

  We completed this move from ****************, **, to ********, ** that was picked up on 02/14/25. It was originally booked with *************************** and we acted as carrier. All employees at the time of pickup were our ******* and helpers. We called to confirm loading for delivery with an eta window of 02/16-02/20/25. Our driver attempted delivery on 2/19/25, however ******* stated she could not provide the delivery payment in full. We explained that this would then be placed in storage with a redelivery fee. The customer kept in contact with us to ensure the storage, redelivery, and delivery payments were completed and delivery occurred on 03/08/2025. All paperwork and original estimate from *************************** are attached.

  Business Response

  Date: 03/31/2025

  We completed this move from ****************, **, to ********, ** that was picked up on 02/14/25. It was originally booked with *************************** and we acted as carrier. All employees at the time of pickup were our ******* and helpers. We called to confirm loading for delivery with an eta window of 02/16-02/20/25. Our driver attempted delivery on 2/19/25, however ******* stated she could not provide the delivery payment in full. We explained that this would then be placed in storage with a redelivery fee. The customer kept in contact with us to ensure the storage, redelivery, and delivery payments were completed and delivery occurred on 03/08/2025. All paperwork and original estimate from *************************** are attached.

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23137405
  
  I am rejecting this response because: I was told I would have a company that had qualified and movers that had background checks and worked for the company. Not picking up teenagers in the side of the road. Also my furniture was not put together as what was agreed to. I had to put my stuff together and I was not rendered services I paid for and you put my family in danger grabbing a kid from the side of the road to bring items into my home. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:01/06/2025

  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 used this company to complete my cross country move and some of my property went missing. I notified the individuals that brought my items to the final destination but was told that I probably just missed it on the inventory log and was told to just sign the paperwork and I could file a claim later. Once I unpacked everything I noted the items that were missing and filed the claim as instructed. I also reached out to the company to determine if there were any efforts to recover my items, as it was told to me all items stayed together for the duration of the move. I have tried I have not had success in speaking with anyone at the company, every time I call I am prompted to leave a message and no one calls me back. I want to discuss the recovery of my missing boxes as the items in these boxes are irreplaceable and can not be fixed by giving me money. Items in these boxes are sentimental items that were given to me by my mother before she passed as well as from my grandmother and irreplaceable items from my wedding.

  Business Response

  Date: 01/06/2025

  This move was booked with *************************** and we acted as carrier for the move from ******, *** to *********************, **. Following delivery, the customer reported two missing boxes. Our customer service team followed up with the delivery driver and warehouse ******* to search for these missing items. The customer was provided claims information to file a claim for damaged or missing items and proceeded to file a claim. We let the customer know that the boxes have not yet been located but we will contact them in they are to ensure their safe return.

• Initial Complaint

  Date:09/11/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  9/11/24 The green planet moving company delivered our items today but delivered the wrong mattress for my oldest son. She basically called me a liar on the phone while the driver loaded the wrong mattress up. She finally said she would provide me with a claim to fill out regarding the mattress as soon as we hung up. The claim form was not provided and she wouldn't allow me to speak with a manager above her or owner. I just want my son's mattress or to be compensated for it.

  Business Response

  Date: 09/12/2024

  The mattress our driver attempted delivery for contained your sticker number and name, which matched the inventory list provided as well as description. With how our inventory was completed it only made sense that was one of the mattresses loaded and our driver did make delivery of the items that were initially picked up. As previously stated, our office took down the description of the mattress you stated was not the correct mattress in attempts to search for the item. We have already contacted the original pickup crew and checked the warehouse to ensure this. A claims form was sent over to you this morning, 09/12/24. You have up to nine months from your delivery date to file a claim accordingly. 

  Our office spoke with you multiple times yesterday, 09/11/24, about this matter in which you spoke with the manager directly. As our driver attempted to finish completing delivery an immediate refund was demanded alongside the threat of "going inside to get your pistol" so that our driver could not leave. We did have to contact local law enforcement about this matter to file a formal report and proceed as the safety of our driver and company was placed at risk. Reference case 202400010435 with ******, ** police.

• Initial Complaint

  Date:06/03/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contracted with a broker (Alliegance Moving and Storage) to move us; they contracted with Green Planet Movers. We elected not to purchase supplemental insurance assuming that our possessions would be well cared for by professional movers. Our belongings were delivered on 8/20/22 and much of it was damaged. Glass was broken, we watched several items be dropped and damaged, furniture was soiled or destroyed, items labelled "fragile" were placed at the bottom of huge stacks of boxes and items in these boxes were broken. The company has been poor at responding to our attempts to communicate with them. We filed a claim and have sent detailed lists of items to the company and our broker has reached out to them as well with no response except for a laughably inadequate offer from the insurance. We feel there has been a breach of contract because of the careless and negligent handling of our possessions. We have moved ourselves over 14 times and have never had any items broken; this is the only time we've used "professionals" and were appalled at the blatant disregard for our possessions and our concerns.

  Business Response

  Date: 06/14/2023

  As explained to this customer we must have them file a claim based on the coverage they opted for, this happened before we were ever involved. We received one letter from them via email and responded promptly outlining the next steps for a claim and why we could not just purchase them new things. The broker did not reach out to us with no response, I see that we only ever received one email from this customer's broker which we also replied to promptly. I wish there was insurance on this move, as then we could have taken the proper steps to open and inspect the items being moved, and packed them professionally. Without that however, we are totally unaware of the boxes contents or condition and as such cannot properly process them through insurance.

  Customer Answer

  Date: 06/15/2023

   
  Complaint: 20139033
  
  I am rejecting this response because:  we did file a claim, as Green Planet stated (and as we stated in our original complaint), and the offer on March 22 was totally inadequate, as we also said in our complaint. On April 11, we spoke with our broker, who called the customer service representative at ******************************************* and left a voicemail and also sent an email asking the representative to respond directly to us within the next day. This never happened. We are adamant that this company was negligent in the handling of our possessions, and we feel there has been a breach of their contract with us. That has nothing to do with whether we purchased insurance or not, and is not about them "buying us new things." Most of the items damaged were larger pieces of furniture that were not in boxes - though they did destroy many of our boxes as well. Their argument seems to be that we should have bought insurance so that they do not have to uphold their end of the contract - which is to treat our possessions carefully and professionally. We reject that premise.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/20/2023

  The only photos of damage Green Planet ever received from the customer were seven items, one of which was a dented plastic tote. We moved a total of 380 items for these customers. The damages reported to us are about 1.5% of the items. Any damages are too many damages, and we did review these matters with our crew to ensure we reduce the rate of damages. We are sorry for any damages caused to items during moving, however we are confident we upheld our contract and to claim a "breach of contract" is a far fetched claim to say the least. From our company to our customer, we are deeply sorry for any damages caused. You must file claims through the means provided to you previously as we are regulated by federal law to do so. Outside of that the customer may choose to file arbitration through the BBB and we can review it further through that route. I am sorry we cannot assist them further.

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20139033
  
  I am rejecting this response because: We originally reached out to Green Planet with our complaint in August 2022. **************** Manager **** sent ** claim forms saying that we had to file a claim and asked for a few photos. I sent those on 8/23 stating that we had plenty more if he needed them. **** - nor anyone else at Green Planet - never responded to that email. We sent a file that included a letter, in excess of 60 printed photos and 9 pages of claim forms detailing damage to over 30 items including bureaus, desks, recliners, corner cabinets, bicycles, and art (the last three items we saw being dropped) to the insurance company on 2/2/23 because that is what we were told to do. We received a letter dated 3/22/23 from the insurance with their inadequate response stating how little they took responsibility for. On April 11, we called Allegiance (the broker) for their help; we talked with a supervisor named ****** who called her contact at GP named ********, who ****** said was the dispatch coordinator handling escalation. She did not answer her phone; ****** said she left a voicemail and sent an email requesting a prompt response back to our complaint. We never heard from anyone.

  We understand that federal law limits liability for certain items but believe Green Planet is hiding behind this law to ***** responsibility for the highly unprofessional ways in which we as customers and our items were treated.  Whether or not you have "talked to your crew," this does not help us recover from an ongoing terrible experience and the complete lack of response on Green Planet's part to our multiple attempts to resolve this conflict. Ultimately, you are saying that the financial responsibility for Green Planet's lack of professionalism lies with us. We reject this argument wholeheartedly and are adamant that Green Planet's behavior constituted breach of our trust and of the contract with us.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/25/2023

  We do accept liability for damages that occur during moving, however since the customer did not accept or seek additional insurance for this move as instructed by their broker and their estimate we are limited in liability to 60 cents per lb per article. This is a federal regulation.  This customer would need to speak to their broker about anything handled prior to pick up, the liability options included. As for the broker calling someone named "*******". There is no ******* that works here at Green Planet Movers. As far as we are aware, no such call occurred. They can reach out to us at any point, but likely have not as they understand the federal regulation surrounding moving claims. The broker is well aware that we must have the customers file claims this way in such a case. We are sorry but we cannot assist any further in this matter.

  Customer Answer

  Date: 08/02/2023

  Here are the facts:

  We hired Allegiance Moving and Storage to move us from ****** to ********** last summer. 

  Allegiance, as our broker, chose Green Planet to do the move. They informed us of their choice several days before our move, leaving us with little time to do research on the company or suggest a different mover.

  Upon arrival, many of our possessions were damaged or destroyed.  We witnessed movers unpacking the truck with little concern for the safety of our possessions, including behaviors such as dropping items and competing with each other about how much weight they could carry in a load.  Green Planet and Allegiance together did not live up the contract we signed to move us. For one small example, even though we were required by the contract to purchase mattress covers, these covers were not used for any of our four mattresses or box springs.   Our mattresses and box springs are now stained, but for some reason are not covered by your insurance.  We have already documented many other examples of blatant disregard for our possessions.

  We have done what was asked of us in terms of submitting photographs and descriptions, as well as documentation of all our interactions with both companies.

  Both Allegiance and Green Planet continue to hide behind federal law about amount of liability coverage instead of taking personal responsibility for your lack of professionalism.  You have not lived up to the terms of the contract we signed with you. Our decision to not purchase insurance in no way excuses your inability to perform with professionalism and care. We do not understand your unwillingness to stand behind your work and were hoping for much better from people whose business relies on reputation and integrity.

  We expect you each to do the right thing and make us a reasonable offer to put this move to rest.

• Initial Complaint

  Date:01/14/2023

  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.

  We contracted Green Planet Movers to move our furniture/personal belongings from ******, ** to ********, **. Move was completed 06/04/2022; the mover had ** sign a bill of landing prior to inspecting goods under the pressure that he would only leave our house after we signed bill of landing and under the false assurance that contact only stated he personally did not damage any of our furniture. When we asked about inspecting our boxes prior to signing, he emphasized that was unnecessary given that the bill of landing only pertained to the portion of the move from truck to our house and that if we had broken items we would need to take this up with Green Planet Movers.Upon opening our personal items and inspecting our furniture, we found many items broken or damaged. We reported this to Green Planet Movers (including documentation) and based on bill of landing the contracted group that handles claims for Green Planet Movers only agreed to pay us per pound of damaged good.We reached out to Green Planet Movers to settle this contractual issue, and they suggest we file a formal complaint.

  Business Response

  Date: 01/20/2023

  The driver was correct, and the customer signing the Bill of ****** had no effect on how these reported items were processed for claims. During booking with a company called ************************ the customer opted for "Limited Liability Coverage". The other options were outlined on their estimate, and please note this was not our company. We were contracted by them to move their customer operating on their outlined contract. The customer also signed for the limited liability on our paperwork at the time of pick-up. As outlined by the *** and FMCSA the limited liability amount of coverage in $0.60/pound per article, depending on total loss vs. loss of appearance. The customer can contact their booking company if they feel this wasn't explained to them, but it is outlined thoroughly on their estimate we received from Trinity.This customer must file claims with Anthem Claims based on the limited liability amount they opted for.

• Initial Complaint

  Date:08/31/2022

  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.

  Green Planet Movers moved my household goods from ****** ******** to ******** ****. In the process of this move Green Planet was extremely negligent in the handling of my items causing thousands of dollars of damage, including the items that are one of kind and can not be replaced. We know that the law governing interstat4e moves limits their liability, however, we find their actions to be so egregious that additional compensation is justified. If no additional moneys can be offered, we wish to make the strongest complaint against Green Planet to spare others who might suffer similar damage.Relevant paperwork is attached.I stand ready to discuss this in greater detail at your convenience.

  Business Response

  Date: 09/06/2022

  This customer reported damages to us but all that was reported is some damages to some tables and workbench. As we explained to the customer we are very sorry to hear that damages occurred, and per his opted limited liability through his broker, we would need to have him file through the limited liability option he chose. He was offered varying levels of coverage but I can only fulfill claims based on what he opted for. As for negligence, nothing he informed us of indicated any negligence. If the customer has any further information that points to this please have him contact customer service by calling ******************

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17807589
  
  I am rejecting this response because: I am rejecting this response because I feel that Green Planet movers has been extremely negligent in the handling of my move.  I understand there are statutory limitations that they can hide behind but that does not excuse their seeming deliberate damage of my property.  I previously sent a package with detailing the damage.  These I sent to their claims management firm as well.  As you can see from the pictures I sent previously, there is damage that could only have occurred due to extreme negligence and valuable property was destroyed.  I seek recognition of these lack of care and a proper financial recovery from Green Planet Movers.  Failing that I expect the Better Business Bureau to take action against Green Planet to insure that others are not subjected to the same treatment I have received.  I have attempted to include the pictures and write up I have sent before but I get a rejection when I try to send them.  I don't know why. if you need additional information from me please let me know.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/15/2022

  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.

  Absolutely dishonest, unprofessional and dishonest! I was first given one price by a guy. The next day when I try to reserve I'm given a totally different price increased by $60 per hr. I still agreed. Then they changed my move date and gave a time of 1pm. The "owner" "***" calls the next day and acts as though he is doing me a favor to move the time up to 8am. When I politely refuse he gets an attitude. The day of the move they show up FOUR HOURS LATE WITH A VAN!! I reserved 3 men with a TRUCK! "***" acts as he is doing me a favor by taking 10% off. He doesn't care that this huge delay costs me over $350 in fees to the bldg. for starting after business hours and going until 1am, yes 1am! Because of multiple trips. "***" then charges an enormous amount and threatens to seize my property if I don't agree to pay. At the end I still thank the workers and give a $200 tip only to discover: 1 my 65in TV is cracked(despite me buying multiple tv/mirror boxes that the crew didn't want to use and assured me the tv would not be damaged), they lost the screws and shelf placers for my work desk and by far the worst they STOLE A BRAND NEW ******* GALAXY S22 that was gift. Despite it all, I simply asked the phone be returned. No questions asked, no complaints, no police, no ICE. After what felt like ***** bickering with "***" , I realize I have insurance so I ask he simply reimburse my policy deductible and I'll replace the phone. His response? He goes back to his original stance, to just literally make up lies. Suddenly I was handed nails, there was no phone and he has proof. It was so ridiculous it was clear at that moment I was dealing with a complete unscrupulous individual.

  Business Response

  Date: 07/21/2022

  This has to be for a different company. We don't have any customer by this name or under this email or phone number. When reading this complaint I also note that there is no "***" that works here, nor do we own or use any moving vans. We use box trucks and semi-trucks only. This is most certainly meant for a different company, this is not us.