ComplaintsforBest Choice Moving LLC

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6/5 I hired Best Choice Moving LLC to move from **********, ** to *********, ** with the latest pickup date of 6/25. I move my pickup date to 6/23 in case any delays occurred. The manager informed me that 300cf. is their base price whether I used it or not, which was my quote. 6/12 and 6/20 they called to reverify my inventory. 6/20 I was told I would get a call in the next 48hrs confirming pickup/time. Sunday 6/23, pickup date, I hadn't heard from anyone. I called the after hours line and was told someone would call me Monday 6/24. Monday 6/24 I called, and the agent told me it was changed to today 6/24 and someone would call with pickup time.6/24 at 4pm I was told they weren't coming and the earliest pickup would be 6/25 or 6/26 sometime. I explained I had no one to sign and that I was leaving on a train the next day. 6/26 at 6pm I received a call, asking if I'd be home in 30min for pickup. A friend stepped in to sign for me. The movers had her sign a new higher bill without explanation and without calling me prior to loading. They told her she could leave and they would lock up. I told her to go back immediately. In between, the driver called saying I owed an extra $1,000 because I had 71 items equaling 500cf. When she got back they had already packed up and left and she couldn't verify any of this information for me. The driver left without a delivery date, delivery address, payment, and didn't provide a copy of any paperwork. 6/27 I called Best Choice, they said they would investigate and call back. I never heard back. 7/2 I called Best Choice again, they explained that according to the driver I had 71 items taking up 500cf. and that is what they have to go by and that I owed $2,000 for the pickup, due at delivery. 7/21 Property delivered damaged. Every container broken or completely destroyed and needed re-boxing. Counted 47 items, fit into a 405cf. storage unit with space to spare. Can provide witness statements to all of the above.

  Business response

  07/23/2024

  Hello,

  We do apologize for any inconveniences that may have occurred on the move. Our contract does state that we cannot guarantee pickup or delivery dates due to unforeseen circumstance. This was signed off on and agreed to by the customer. Being that they were not on site when the walk through took place they were not able to confirm the revision for additional space needed. Nevertheless, this did turn into a bigger move and customers have to pay for what they are **********************. We logged around the 500cf and this is verified, documented, and signed off on. 

  If the customer claims that items were broken/damaged this would be an insurance claim that needs to be filed. Please know, we do perform condition reports on-site prior to the move marking off preexisting damages. If the customer needs help with the claims process they can reach out to the customer service department as we would be happy to assist with the claim.

  -Best Choice

  Customer response

  08/01/2024

   
  Complaint: 22029625
  
  I am rejecting this response because:
  This is more than a delayed pickup, which was unacceptable and created this whole mess. There was lack of transparency, professionalism, communication, and no adherence to standard operating procedures. I was forced into a corner where I was given no option, essentially my belongings were being held hostage. Forcing me to pay more without prior notice. I received no documentation from pickup. Upon delivery the items being delivered didnt come close to what I was being charged for. I was financial misled and defrauded and no contract covers that. 
  
  Sincerely,
  
  *******************************

  Business response

  08/13/2024

  Hello,

  We do apologize for any inconvenience that may have occurred during this relocation. During this time we were in peak moving season and the customer asked us to move up their dates. ********************** dates up during this time can be very challenging for a full schedule during moving season as most routes are full logistically. We did the best we could and switched the dates for the customer. Unfortunately there were delays and we were unable to meet the new request. The carrier was able to get out there for the original dates that were scheduled. We try to offer date changes for customer that are ********************** there dates out further instead of pushing them up into busy routes.

  Due to the issue with the dates, we are sorry that the customer was not able to be there. We feel its much easier to push  a train or flight then change the dates for a long distance house hold move and we would have preferred the customer to be present to avoid the issue that occurred with her friend. Pricing is based off of space that is occupied on the truck. In the event that  a customer has more items than what is listed on the inventory, the cost would have to be revised on-site with the carrier. 

  If the customer incurred broken or damaged items, this would be an insurance claim. We have policies in place for a reason, moving company are not going to discount a move or pay out cash for broken or damaged items, unfortunately. If the customer needs assistance with the claims process, our customer service department would be happy to assist. Additionally they can also reach out to the carrier and obtain all of the final paperwork showing why the additional charges were incurred during the move.

  Thank you,

  Best Choice

  Customer response

  08/24/2024

   
  Complaint: 22029625
  
  I am rejecting this response because there seems to be no agreement that is willing to be made. We will have to resolve this in court. 
  
  Sincerely,
  
  *******************************

  Business response

  08/27/2024

  Hello,

  In this case the customer did not account for the additional items that needed to be moved. We had the customer contracted for a certain amount of space to be moved and unfortunately  when the movers arrived, the move was larger. The person that met the movers for the customer signed off on the revised inventory. We are sorry the customer was in this situation, we do state that we cannot guarantee pickup or delivery dates due to unforeseen circumstances. 

  We cannot be held liable for the customer having a larger move then what the originally told us to be moved. They would have to pay for the additional items being that they were loaded. We would ask why the person filling in did not communicate with the customer when they learned the cost was revised and would be move. At that time the customer could have chose to only move the original contracted amount of space. 

  -Best Choice Moving

  Customer response

  08/27/2024

   
  Complaint: 22029625
  
  I am rejecting this response because Best Choice Moving is unwilling to work towards a resolution. They have failed to address all the complaints I have made about the multiple points of failure that happened during my move. 
  I have reached out to the BBB for next steps because these communications have proven fruitless. 

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

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After many failed attempts with other companies because they were booked i landed with best choice. They told me they were giving me a deal, asked me to tell them what i was moving, told me all furniture that needed to be disassembled would be done so by the movers. they asked for a deposit which i paid them in full and told me I would need to pay half of the remaining balance once the drivers arrived in cash... and then the remaining other half when my belongings arrived in ****. I gave them a list of exactly what i was moving. which ended up being less. because they misquoted a box spring, i dont have one as my bed is a platform. and i only had 18 boxes, also was not going to move an ottoman. A couple days before i got a call request i had $630 in cash ready for the driver. while i was suspicious of dealing with cash, I got the funds. i received a text asking for the same. a coule days before my scheduled pick up the driver called me and told me it would benefit me if he could pick up my items sooner and i told him i was not ready. he continued to call and even offered to help me pack but i wasn't ready so declined. i felt uncomfortable. on pick up day he arrived and looked at my belongings asked for tools to take apart my bed, i had the exact tools but he told me they were not the right ones (i have since used them to take apart the furniture). he then ended up telling me my items would actually need double the space and in order to take it i would need to give him double the cash. i told him i didn't have it then he told me he hated working for the company because they are shady and always do this and i need to record all interactions with them. I felt uncomfortable and couldn't pay so I asked them to leave. i called and was treated terribly when i told them i felt scammed because i listed everything in detail and they either purposely low balled space or the driver was lying. after much trauma they only refunded me only $500 but i feel I deserve more if not al

  Customer response

  06/26/2024

  The company has since called and told me they are not going to give me my refun at all because I filed a complaint with bbb, and will be sending me to collections for the $250 portion they refunded me which has yet to even post. They supposedly were going to refund a total of $500 in two increments of $250, one yesterday and for some reason another in two weeks. They are and have been bullying and intimidating me from the beginning and I no longer feel safe communicating with them. They are extremely patronizing and I  am concerned as they have much of my information. I feel absolutely scammed in a time that is already very difficult for me. I do not wish this experience on anyone. My family, friends, realtor are appalled at the treatment I have received from this company. I am heartbroken there are such cruel people in this world. They did not send proof of not refunding me only called me.... probably so i could not forward it to bbb. Please help! 

  Business response

  07/12/2024

  Hello,

  Due to the issues that the customer claimed occurred during the ********************** process, we offered a $500.00 refund. A DocuSign was emailed to them to sign. By signing the document they agree that the matter was settled and they would not take any action as to harming our companies reputation by accepting the offer. Agreeing that the matter was resolved, receiving money, then turning around and going after our company on the BBB is a breach of the agreement. We did our best to help the matter and find common ground with the customer, unfortunately they did not  honor their side of the agreement and no further refund would be available.

  -Best Choice Team

  Customer response

  07/25/2024

   
  Complaint: 21902248
  
  I am rejecting this response because:

  I feel scammed by them because they were extremely misleading about the cost of moving my belongings and put me in a very difficult and tight situation. again, I had less than what was itemized to be moved, yet when the movers arrived they wanted to charge me over double and asked for cash. The crew that came to my house informed me this company does this all the time and therefore they do not like working with them because of putting people into positions like this.   I feel I should've gotten a full refund due to the extreme stress they put me through. I would not have gone to this length if not. Not only did I feel taken advantage of but my realtor, family, and friends were horrified of what I had to go through. I am moving on with my life but they surely opened my eyes to scams within the moving business and I will go with ***** ( who told me they always overestimate to never put their customers in such a position ) ********************** forward. 

  Sincerely,
  
  Charity Wallhead

  Business response

  07/25/2024

  Hello,

  The customer needs to understand, we put together an inventory list based on the items they told us. If the movers get there and the customer has more stuff, it has to be paid for. We would ask, why were these additional items that drove the cost up not mentioned originally? There are moving companies out there that will take advantage of people, a lot of them are carriers and brokers working together. The carrier handled this move calls us all the time asking for business, we fill their trucks, without us they do not have business. That's how this industry works and we would question them saying such a thing about us. We are a very hard working company and really try to help people move the right way but we need customers to understand, if you have more things then what is listed on the inventory, the estimate will be revised on-site. 

  -Management

  Customer response

  07/26/2024

   
  Complaint: 21902248
  
  I am rejecting this response because: as I mentioned, I, in fact, had less than what was itemized, much less. I am not surprised the company continues to deny their wrongdoing and like I said, I am moving on with my life and will use reputable movers in future. Though, I am disappointed I gave them  $1,264 as a down payment, and only received $250 of it back after going through such a traumatic experience with them. 
  
  Sincerely,
  
  Charity Wallhead

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Moving company claiming to be top rated in long distance moving.This company practices deceptive business practices. This was a horrible experience. First quote--$1559.94 on scheduling, $1600.00 on pickup,$1600.00 on drop off for a total of $4759.91. They then called a week before pickup to get inventory again and changed the price to double. Then on pickup they raised the price again to $11,982.41. They charged my credit card for the initial scheduling but insisted on cashiers check (basically cash) for the pick up and drop off. They insisted on payment before they would load or unload. We were not allowed to see all the damage prior to drop off. Although the fine print gives them lots of leeway on everything--we were verbally told drop off would be in 1-3 days. We made numerous calls on numerous days. We were then told 1-5 BUSINESS DAYS. Next call told 1-7 BUSINESS DAYS. NEXT WE WERE TOLD OUR CONTENTS WAS WAREHOUSED DUE TO LACK OF MAN POWER. Next we were told they have up to 21 BUSINESS DAYS to drop off. Next we are told they are dropping off on a Saturday June 8 and if we are not there to receive they will leave and store the items and charge us a huge daily storage fee. Drop off was nearly two weeks after pick up. The basically dumped our contents and left. The men in customer service were beyond rude and condescending. WE are out all this money in addition to damaged items and broken items. Also nothing that they disassembled was reassembled--which they also promised to do. This company should not be allowed to practice on the trusting public. My son moved from ******** to ******** to start his medical residency and this was beyond stressful. He had no choice to follow through with the move that I paid for because he had to get there. How can companies operate like this??

  Customer response

  06/11/2024

  As we unpack there is many items and boxes damaged. A 55 inch flat screen is shattered. A glass tabletop is shattered. Many small items broken. Its like boxes were literally tossed and thrown. The fact that they unloaded all our items and placed them in storage due to lack of workers definitely gives more chance for damage. They loaded from our residence, traveled two hours, unloaded to a warehouse, reloaded many days later, traveled 7 hours and unloaded again. RIDICULOUS AND SO WRONG!!, 

  Business response

  07/12/2024

  Hello,

  We are sorry to hear that you had a poor experience. The only reason the cost would increase during the quality assurance would be in the customer adds items to be moved. When reviewing the file on this move, that was indeed the case. We are not here to charge people unnecessarily, however, we have to pay for what were moving when traveling long distance. 

  Transit times are based on averages as these moves are not direct shots. There are a lot of unforeseen circumstance in the moving industry and for this we provide windows. Technically, yes, the movers do have 21 days based on the tariff's of the carrier, most moves never take this long though.

  If there were broken or damages items, this would be an insurance claim and if the customer needs assistance with this process, our team would be happy to assist with the process. Please reach out to our customer service team if need be.

  -**********************

  Customer response

  07/15/2024

  Im sure they will come up with reasons why they do not have to cover damages. We are working on the list of damages. This REMAINS an awful experience. Not only did we wait two weeks for our property, we had no idea they simply took our property to a warehouse where they obviously threw it from the truck and stored OUR ITEMS until it was convenient for them to deliver. THIS IS NOT CUSTOMER SERVICE AND THIS IS NOT HOW A ********************** COMPANY SHOULD PRACTICE. The customer is totally at their mercy and obligated to all their overcharges and horrible service. There should be more regulations to help the consumer avoid this disposable treatment. If you dont have the man power to provide quality expert service THEN SAY SO. 

  Customer response

  07/15/2024

   
  Complaint: 21826831
  
  I am rejecting this response because:

  Im sure they will come up with reasons why they do not have to cover damages. We are working on the list of damages. This REMAINS an awful experience. Not only did we wait two weeks for our property, we had no idea they simply took our property to a warehouse where they obviously threw it from the truck and stored OUR ITEMS until it was convenient for them to deliver. THIS IS NOT CUSTOMER SERVICE AND THIS IS NOT HOW A ********************** COMPANY SHOULD PRACTICE. The customer is totally at their mercy and obligated to all their overcharges and horrible service. There should be more regulations to help the consumer avoid this disposable treatment. If you dont have the man power to provide quality expert service THEN SAY SO.
  
  
  Sincerely,
  
  ***************************

  Business response

  07/18/2024

  Hello,

  Again, we do apologize if items were damaged during the move. This is why insurance is provided with the cost of the move and a claim would need to be filed. We are not an insurance company but can advocate for the customer and assist with the process.

  The service that were provided and storing the items and the same process all moving companies do. We had no intentions of harming the customer or providing a sub par experience. We are here and willing to help in any way we can within reason. We always ask to bring the matters to us first prior to going online and trying to harm our companies reputation. 

  If further assistance is needed, please reach out to our customer service department.

   

  Thank you

  Customer response

  07/18/2024

  With this company all of the hardship falls to the customer. It is the companys responsibility to make a sound estimate in the first place. This was NOT OUR EXPERIENCE. If their estimate had been correct and in line with what they ultimately charged, I WOULD NOT HAVE USED THEM. But once you are signed on you have no choice if you want to see your property again. They didnt send anyone in person or even do a virtual review to arrive at an estimate. Also-we had to pay everything in full before they unloaded. Therefore, we had no recourse whatsoever for all the damage-EXCEPT it is now on us to prove the damage and wait for any possible reimbursement. Meanwhile, we are out even more money to replace the damaged goods. IT IS JUST NOT RIGHT!!!!As I saidall of the hardship falls to the customer for this companys deceptive and lousy policies. Just HORRIBLE. 

  Customer response

  07/19/2024

   
  Complaint: 21826831
  
  I am rejecting this response because:

  With this company all of the hardship falls to the customer. It is the companys responsibility to make a sound estimate in the first place. This was NOT OUR EXPERIENCE. If their estimate had been correct and in line with what they ultimately charged, I WOULD NOT HAVE USED THEM. But once you are signed on you have no choice if you want to see your property again. They didnt send anyone in person or even do a virtual review to arrive at an estimate. Also-we had to pay everything in full before they unloaded. Therefore, we had no recourse whatsoever for all the damage-EXCEPT it is now on us to prove the damage and wait for any possible reimbursement. Meanwhile, we are out even more money to replace the damaged goods. IT IS JUST NOT RIGHT!!!!As I saidall of the hardship falls to the customer for this companys deceptive and lousy policies. Just HORRIBLE.
  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called this company to get a moving quote and talked to an agent (*******). He was pleasant and gave me a quote, however he started calling me daily to ask about it and each time I told him I would call him back if his services were needed but he still called me. Eventually, I told him I would not be proceeding with their services as I had other quotes that were more appealing to me. I tried to be polite but firm. Within two minutes my phone was inundated with endless spam phone calls and text messages. They had leaked my information to scammers and tele marketers. The reason I know it was them is that my name was mis spelled in an odd way on their quote, these texts also mis spelled my name in the same way so I am quite sure it was this company/the employee. I continue to have frequent spam calls and text messages.

  Business response

  05/30/2024

  Good Day ***, 

   

  As a business we strive to provide excellent customer service. We get told no, more often than we are told yes as far as gaining a future client. And that is okay with us from a business point of view, because that is how sales work. We do not condone this type of behavior. As the manager, I can not confirm or deny the representative did this or not. 

   

  If we find this to be true, we will suspend this employee. At the minimum, we hope you accept our apology, as we promise this is not how our agents are trained within. This would be a very much isolated incident and we wish you the best of luck.

   

  P.S. My phone has been getting spammed daily for years, I made the switch to Robokiller and I love it. This is not a solution or recommendation, just saying it works for me. 

   

  I hope the spam did not come from us (him), but if it did, he will be suspended or terminated.

   

  Very sorry for your troubles.

  Customer response

  05/31/2024

   
  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

  12/26/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was lied to in order to sign a contract with best choice moving LLC by ************** that my down payment/ deposit was fully refundable "up until 72 hours beforehand" and I asked more than one for confirmation of he meant "before the move?" Which steph agreed meaning-i could receive all of my money back if I canceled before 72 hours of my move. I canceled many months beforehand and now billing tells me it's in the contract steph told me to sign that I was lied to. It's refundable only UP TO 72 hours AFTER you send the money. I would never send this amount of money to anyone if I did not know it was fully refundable. I am very protective over my money. And I always make sure before I sign a contract that the person/broker explains to me repeatedly the truth of what I'm signing SO I UNDERSTAND. ***** went over top of contact which stated the moving dates and the items being moved but then he moved pretty quickly through the rest of the contract on the phone telling me to sign here and sign there. I waited 24 hours before I even sent the money- I had to go to the bank to move money around. ***** was pushy about me sending so i didn't lose "deal." I even wrote down during the First phone call everything. He was saying, including the word "REFUNDABLE" Which the paper is still on my refrigerator with his phone number on it. I called steph weeks later to call him out and he REPEATED the SAME lie/ mistake he made with me the first time before I sent him money which was " The money is refundable up until 72 hours before..." Then he back peddled & I said "see! This is how you said it the first time! Before what? The move?" Then he stuttered retracting his words and after I told him how he was not speaking fairly or truthfully, he ended up hanging up on me. HE MADE A HUGE MISTAKE LYING TO ME OUT OF LAZINESS AND LACK OF AWARENESS of what he was saying to me and even caught doing it again, he will not take responsibility for it. The contact is null and void. HE LIED to get my $

  Business response

  01/10/2024

  Hello,

  We are sorry to hear there was a misunderstanding as to how to cancellation policy works and the time frame it consists of. This is why when customer agree to our services, we have them sign an Adobe E-sign which requires signatures at the bottom of each page. The cancellation policy has its own page which requires a signature. This allows us to be open and transparent as to what the terms are, "72 hours from the time of booking" an email must be sent to **************************** as to the reason for the cancel. 

  We are here to move people responsibly and to do the right thing by customer, however the contract is what bares the weight in these situations. We do apologize for any inconveniences this may have caused. If the customer would like to set another date for the move or use the deposit in the future, we will honor it for an entire 12 month period. 

  Thank you,

  -Best Choice Moving

   

• Initial Complaint

  11/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  contract states the expected amount to be paid for the move. once they had our personal belongings in their possession the amount of another ******* was requested in order for them to deliver our belongings.the contract states a 3 day window for delivery and it took them another 7 days to deliver. once delivered we saw that some of our stuff was broken/ damaged. we have tried to contact them several times about this and nothing is done about it. we have bank statements to cooberate the amount that we paid to them. they were paid using cashier checks from my bank. best choice movers llc is a brokerage who hired *********** to move my belonging from my home.

  Business response

  11/29/2023

  Hello,

  We are sorry to see the move did not go as the customer would have like or anticipated. Our contract states that we provide a 3 day "pick up window" not the delivery as no moving company can responsibly provide an exact delivery window. This was gone over with the customer on multiple occasions verbally. 

  When referring to the cost and the inventory, please see direct term of the agreement the customer signed below-

   You have elected a binding estimate. The total cost of the moving services will not exceed the estimated amount; provided, however that you have provided ONE SOURCE *** LINES LLC with an accurate description of the items listed on the inventory to be moved and a correct list of additional services needed.  You have requested to have an estimate provided for your household goods, in accordance with 49 CFR 371.113(c)(1). 

  If the customer has more items to be moved, the cost would be revised on-site, this is what took place on this particular move.

  If the customer incurred damaged items this is treated as an insurance claim. We have sent out the claims forms for the customer to review and follow the process as to filing the claim. Uploaded pictures are always helpful for the underwriters. 

  If any further assistance is needed, please reach out to our customer service department. 

  -Best Choice Team

  Customer response

  11/29/2023

   
  Complaint: 20926105
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer response

  11/29/2023

  Can you please give me some extra time I am not ************** my wife is going to try to take over this part for me, but I can tell you that the moving company they stated in this complaint I have never heard of. I have pictures of the moving company they use and it was not, what they stated in the complaint it was I movers LLC my wife has everything on her phone. I have sent this to her phone to see if she can help me complete this please give me an extension. 

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked my move originally through "Best Choice Moving Company." They gave my job to a broker called "Bentley ********************************** They were initially very helpful and everything was a "yes" and "absolutely." That all stopped once they got my money. The moving company they hired failed to give me notice of pickup. ONE mover arrived and told me that to move my items, it would be DOUBLE what Best Choice Moving quoted me. The guy from that company on the phone distinctly told me "you will have lots of room for extra items since you are well under the minimum moving requirement." That was an obvious lie. I ended up paying that price because I was desperate, and it was one day before I needed to leave the state. Delivery was late. I never received communication from Best Choice Moving Company about delivery; I have to reach out myself. I kept speaking to an extremely rude woman who said she would reach out to the moving company (never happened). I had to call numerous times again and again to speak to someone. Bentley Moving and Storage was a nightmare to work with. I reached out to Best Choice Moving Company, pleading for help. They offered no help whatsoever. I even contacted their after-hours "emergency line" (which is BS). When all was said and done, the delivery company damaged nearly EVERY single box delivered, broke expensive equipment, stole 3 pairs of skis and numerous paintings. I filed a police report. I reached out to Best Choice Moving Company and spoke to someone named *** who claimed to be the owner. He was incompetent and rude. He said his company had no responsibility for what happened to me. He offered absolutely no assistance, not even an apology. In fact, he was arguing with me the entire phone call instead of offering sympathy for the traumatic experience he facilitated. I don't know how this company is allowed to continue to take peoples' money and book "moves." Someone needs to shut them down.

  Business response

  09/07/2023

  Hello,

  We are sorry to hear this move did not go as smooth as the customer would have liked. When reviewing the file there are detailed notes that led up to the pickup and calls placed into the customer service team throughout the process. We try to tell our customers to call in during normal business hours to receive adequate assistance. Our after hours service like most large companies, is a 3rd party service. They are able to take messages and email  a manager in the event of an emergency. The largest banks in the country operate in the same fashion. 

  Our agreement does state that we cannot guarantee pickup or delivery dates. The customer agreed to these terms when they signed off and booked their move with us. The are many unforeseen circumstance in the moving industry. When traveling from MT to ** things can happen. The movers did indeed have the intention of dropping off for the customer on a Friday. Unfortunately, the previous move took longer then anticipated. Instead on showing up late at night, they pushed to the next day. We are sorry if this was an inconvenience for the customer. 

  Please know, as the ********************** broker, our job was to locate and dispatch a carrier that is up to date with the requirements set forth by the ********** of *************** This means that the carrier we used for the customers move has obtained the trust of the US government to perform moves. If broken/damaged items took place during the move, this is an insurance claim. We are not sure why the customer is attempting to come after the ********************** broker when they contractually agreed that we are to not be held liable for broken/damaged items. 

  If further assistance is needed in the claims process, customer needs to reach out to the customer service department during normal business hours.

  M-F 10-6pm/ EST

  We are here to assist in any manner needed to help rectify the situation. 

   

  -Best Choice Moving

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  WE APPLIED FOR, PROVIDED A LISTED ACCOUNTING OF AND GOT AN ESTIMATE OF $4500 FOR MOVING OUR BELONGINGS FROM ***********, ******* TO ********* ON APRIL 28, 2023 FROM BEST CHOICE MOVERS OF **********, **.WE PROVIDED A $1500 DEPOSIT. A WEEK BEFORE THE 3 DAY WINDOW FOR OUR PLANNED MOVE WE BECAME ILL AND TESTED POSITIVE FOR COVID 19. WHEN WE CALLED TO INFORM THEM AND DELAY THE MOVE FOR ONE WEEK WE WERE TOLD BY A RUDE MAN NAMED *******, THAT WOULD COST US ADDITIONAL $500..I SAID NO WOULD NOT PAY...NEXT DAY THEY AGREED THEY WOULD NOT CHARGE US THAT FEE. 2 DAYS BEFORE 2 DAY WINDOW GIVEN FOR MOVE DAY THIS MAN ******* CALLED FOR FINAL TALLY OF OUR BELONGINGS. HE BRISKLY AND RUDELY WAS ON PHONE AS I MOVED THRU ALL ROOMS COUNTING BOXES, TOTES AND FURNITURE PLUS.. HE TOLD ME WE WOULD BE CHARGED MUCH MORE AND WE HAD MUCH MORE THAT I HAD DISCLOSED IN APRIL. I STATED I HAD MUCH LESS AS HAD GIVEN AND SOLD MANY THINGS INCLUDING SOME FURNITURE...EXAMPLE(DINING SET, PATIO SET, COUCH AND LOVESEAT)...I ASKED WHY HE WAS DEMANDING MORE MONEY. HE TOLD ME "I SAW YOUR HOUSE FOR SALE ONLINE AND YOU HAVE ALOT MORE FURNITURE THAN YOU TOLD US ABOUT:" NOW IT' S GONNA COST YOU $10,000. I TOLD HIM WE WOULD NOT PAY THAT AND FIRED THEM....NOW CANNOT GET BACK OUR DEPOSIT. THEY HAVE OFFERED $300...AND REFUSE TO REFUND ANY MORE THAN THEY...THEY OFFERED TO USE THE $1500 IN A MOVE SOMETIME IN FUTURE FOR ONE YEAR. I TOLD THEM WOULD NEVER USE THEM TO MOVE NOT ONLY BECAUSE OF THE COST DEMAND BUT THE RUDENESS OF THEIR ********** MANAGER ? *******.... SO PLEASE HELP ** NEGOTIATE THAT REFUND.WE ARE 86 YRS OLD, MY HUSBAND IS RETIRED AND DISABLE USAF....SHAME ON THEM! DONT WANT THIS TO HAPPEN TO OTHERS. THANK YOU! ************************ AND ***********************

  Business response

  08/31/2023

  Hello,

  We would like to start by saying we respect our former military and elderly customer. At no time would we attempt to take advantage of a customer or charge them inappropriately. We offer a free date change as long as customers notify us 7 days prior to the first available pickup date. After this time, there would be a ****** date change fee being that the job has already been dispatched. In some cases, we can waive or lower this fee depending on the route and what has been done.

  prior to every move, we place a ***************** call allowing customer to add or remove items from the inventory. In this case the customer went from *****. all the way to over ****cf. This did influence the cost the change being that the size of the move almost doubled. When the customer learned the new cost they decided to go back to the original estimate. 

  Later, outside of the 72 hour from booking cancellation period, they attempted to cancel the move. We did our best to explain to them they were outside of the cancellation window and the deposit would be deemed non-refundable. File shows ***** become disrespectful and loud with our staff on many occasions because of the matter. 

  In effort to find common ground, we had the file reviewed by our billing team who later made a compensation offer for around 20% of the down deposit. This was not something we were obligated to do but based on the customer and the situation we did our best to help find common ground. The customer needs to understand, when we got this close to the pickup, funds were dispersed into the route in order to lock in the dates, truck, and crew. 

  Finally, our policies are standard for the moving industry as move movers will have a 72 hours cancellation period. Even the airlines when  a flight is booked, in the event you need to cancel, they offer a credit for a year. To bring the matter to the BBB when we did nothing but follow the terms of our agreement is simply nothing more then a defamation case. We are am honest hard working ***************** We will continue to do our best to help assist in all moves we come into contact with as we grow as a long distance moving broker. 

   

  Good day,

  management 

• Initial Complaint

  08/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  -Date of transaction:July3rd, 2023 -Amount: **$894 (First Installment)-This is a third party moving company that agreed to provide "hassle free moving of my ***************** from ********, ** to ****, ** via a top tier moving company". The agreed date of shipment of my goods was July 30. -The moving company has deviated from the agreement to ship my goods within the agreed time frame (it has been more than 21 business days since the agreed shipment date of July 30th.-The company has made no legitimate attempt to resolve the issue.- Job number J43534322

  Business response

  08/29/2023

  Hello,

  We are sorry to hear the delivery is taking longer then anticipated. Please know, this matter is out of our control and in the hands of the carrier. The agreement the customer entered into states, we do not guarantee pickup or delivery dates. The delivery is based on the ***** this is the first available delivery date the customer lists on the Bill of lading as to their availability for the delivery to take place. The carrier would legally have ********************************* the event they exceed this allotted timeframe, they would be obligated to pay out a daily fee per their tariff's listed.

  We have reached out to the carrier on the customers behalf and they are doing their best to get the goods delivered asap for the customer.

  If the customer would like to reach the carrier directly, we have attached their info below. 

  Agent: BEYONDMOVI 
  Beyond Moving and Transportation - **** / ******
  *******, ** 27604
  DOT: 3289961 MC: 1041655
  ************

  Customer response

  08/29/2023

   
  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

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked this moving company on July 10th, gave them permission to do an ACH for $988.45 because that was the only way they could book my move for the dates I wanted. The next day I called them and told them I need to put my move on hold. I also called my bank to do a stop payment so that the money wouldnt come out of my account because I was pretty sure I was not going to need to move any longer. The money came out of my account in the form of a check after all on July 13th so I called Best Choice Movers LLC and they said the accounting **** will contact me back later that day. I did not bear anything back from them so I called them several times over the next 4 or 5 days and finally I received a text from ****** saying she will call me on Friday July 21st. She called me on July 21st a few hours later than she said she would call and she said I will only receive 85% of my money back since I didnt cancel within 72 hours of booking even though my move was bot scheduled to take place until July 21st. She said she will call me on Monday or Tuesday July 24th or 25th to let me know when I will receive my refund and how much I will receive after all. She called me on Tuesday July 25th at 10am and told me they decided they will only give me about $240 back after all. This is unacceptable, this company did not have to do anything for me what so ever. Also, my bank says it looks like I wrote an actual check to this company and I didnt write a check AT ALL, I spoke to the fraud department at my bank but they said since this company figured out a way to get a check from my account since I originally approved an ACH payment they cant help me. I did cancel my move in a timely manner! They should not be able to keep my deposit.

  Business response

  08/07/2023

  Hello,

  Our cancellation policy states an email must be sent within 72 hours from the time of booking. If cancelled property. Best Choice will refund 85% of the down deposit minus booking and scheduling fee's. After the 72 hours, the deposit is deemed non-refundable as work has gone into the route and dispatching has taken place. 

  When customer choose u to use ACH/E-Check to avoid credit card processing fee's, our 3rd party company does turn the payment into a check which goes between banks. We did not steal a check or do anything fraudulent, this is simple how an E-check works. 

  The customer mentioned in the beginning of their complaint that they placed the move on hold, but then later contradicts themselves, saying they cancelled. We were only aware of placing the move on hold. Nevertheless, this was considered a late cancel.

  -Best Choice Moving

  Customer response

  08/08/2023

   
  Complaint: 20413150
  
  I am rejecting this response because: When I called the business the very next day (July 11th) and told them I most likely need to cancel and asked if someone can call me regarding payment they said someone from accounting will call me. No one ever called me and then once the payment came out on July 13th I called them again and asked to speak to accounting department and I had to keep calling before anyone from accounting finally texted me and asked if they can call 3 days later on July 21st in which they called me 2 hours after the time they were scheduled to call me. No one ever told me I need to put anything in an email regarding my cancellation and no dispatching took place whatsoever because originally called them in the 10th to schedule my move for July 19th-21st (this was the window they gave me) and called them on the 11th to tell them I most likely need to cancel my move bc I am no longer moving and the person I spoke to recommended that I put it on hold so I did. There is no way dispatch or anything took place, they did no work or anything regarding my move and therefore there is no way they should be able to keep my money. The way they correspond to people is set up for people to lose their money.
  
  Sincerely,
  
  ***********************

  Business response

  08/18/2023

  Hello,

  This move was not cancelled within the 72 hour window of booking in order to receive an 85% refund as we hold 15% for processing and scheduling fee's. We informed the customer that we would review the file in order to find some common ground. Later, we offered a refund in the amount of $247.12 for the late cancel. Unfortunately, they have brought the matter here. Customer mentioned we haven't done anything, when is actuality we have. After the 72 hours window we dispatch the move to one of our carrier, funds are then dispersed into the route to reserve the dates with our carrier. Customer went through an over the phone verification which specifically explains the process of the move as well as the cancellation policy. Further more, we have a signed contract where the customer signed in 6 places then filled out the *** authorization form. These *** forms are then turned into an electronic check and sent between banks. 

  Finally, yes work did indeed go into this route. We were contractually in the right to process the payment in which the manner it was. We offered to place the move on hold and also offered to refund a portion in which we were not obligated to do. Customer failed to send an email in timely manner to the email required by the terms of the contract. 

  As a moving company we have standard policies in place just like any other mover. These routes are very fluid and this is why the cancellation terms are as described. We do apologize for any inconveniences, we will continue to do our best to provide a positive quality of service for all families we help with moving services. 

  Kind regards,

  Best Choice Movers

  Customer response

  08/19/2023

   
  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,
  
  ***********************

*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. ↩