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:11/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SAVE YOURSELF THE HEADACHE. On October 23, I was quoted about $1900 for my move from ***** to *********. I received multiple calls from then until yesterday November 20 confirming the list of items was accurate. I answered each one to confirm that The items were accurate on the last call. I even made a change. When my movers arrived yesterday and I walked them through everything that we were taking I was then quoted a little less than $6000 which is three times the original price. For the original space that I purchased, they said only my bed dresser and nightstand would be able to fit. Nothing else. So I purchased an additional 150 ft. which they then said would only hold my couch. After adding the additional space, my payment went from 670 to 1045. To take everything they said, I would have to pay an additional $3600 which I did not account for. After speaking to customer service and the movers multiple times, they basically blamed me for not describing my items were big/bulky. Another thing they try to blame me for was they gave was that I said I had a bedframe, which apparently does not include a headboard or footboard. My dressers were not normal size. Plus an extra $300 for stair fees when I had already told them that my apartment was on the third floor. The movers did take the stair feet off after I agree to pay them 150 via cash app. If this is an unprofessionalism and false advertisement, I dont know what is. Again, save yourself a headache, and do not use this company

  Business Response

  Date: 11/22/2024

  Hello,

  We are sorry to see this type of review as we always do our best to ensure customer moves go as planned. Please know that we base pricing off of cf. and go by what the customer tells us they are **********************. As stated in the agreement that the customer signed, if the customer has bulky items or does not provide an accurate description of the items being moved, the cost would be revised to its correct cf. If the customer has additional items to be moved that are not listed on the agreement, the cost would be revised. In this case the head board was not an ordinary headboard, this was a headboard with cabinets built in. This should have been disclosed to us during the original estimate being that its not your normal head board.

  At the end of the day, this was just a bigger move, we did not intentionally charge the customer more money arbitrarily, it was just more. We did not benefit for the overages either, these additional funds go to the mover for a bigger move and more work required. Additionally we did advocate on the customer behalf and get the revision cost down as well as the stair fee which is clearly stated on the agreement on page one when discussing what can cause overages for a move. 

  We do apologize for any inconvenience the customer feels is coming from our end, this was not our intention. If further assistance is need, please reach out to our customer service team.

  -********************** Team

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22587294
  
  I am rejecting this response because:

  I understand that you were saying my headboard is larger than average. Either way, a headboard and a footboard does not equate to almost $4000 in additional charges. I gave a list of my items accurately. It is the customer service teams responsibility to ask those questions to be able to give an accurate quote. If they are not doing that, then they are not doing their job correctly, which is false advertisement.I answered every question that was asked of me if it was asked if my items were bulky I would have responded to that. Again, I understand that I pay for space and I did have more items but again $4000 in additional charges just does not add up. I dont mind paying the additional square footage that I bought which equates to two more payments of $892. But I would like the rest of my items picked up and also delivered in that cost.

  
  Sincerely,
  
  Kobrah *******

  Business Response

  Date: 11/22/2024

  Hello,

  Unfortunately, we will not be able to meet the customer request to move additional items for the cost of a smaller move. We can however request the paperwork from the carrier to understand why the cost went up based on the documentation. It is not our customer service department responsibility, it is the customer responsibility and this is what was signed off on and agreed to when reserving the move. We have policies in place for a reason for this direct reason and this is standard for all moving companies. 

  Prior to the loading of the items the carrier does a walk through. This gives the customer the opportunity to choose if they want to go with the revised estimate in the event more items are present. The increase cost in the move was a worst case scenario when they did the walk through this doesn't mean it was the final cost. We did our best to get the cost down for them. Seems unfortunately, we will not be able to find common ground in this situation with the customer and for that we are sorry. ********************** is very stressful and can be expensive when moving bulky large furniture.

  -Compass Moving

   

   

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22587294
  
  I am rejecting this response because:

  are you even going to try to reach common ground? Okay you cant go and retrieve the remaining items that were left in my apartment. But are you offering any other type of solution? Im already paying an additional almost $500. As well as going to have to pay for the rest of my items to get moved. I just think the fact that you guys offer a quote and it is so far off than what was actually needed is ridiculous. There has to be something that could be done  

  
  Sincerely,
  
  Kobrah *******

• Initial Complaint

  Date:11/19/2024

  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.

  Compass Moving Group made all kinds of promises when I was looking t moving companies. I would discuss the complaints I had read online and was assured these things did not happen, that there were processes in place to assure there were not extra fees added or things like this. I had movers show up and immediately added an additional 400 cubic feet to my price even though my coordinator went through pictures of my house. They loaded my household goods and then raised the price by 25%. The driver asked me when I wanted delivery and I gave them a date of 30 November since I was closing on my house on the 29th of November. When I called on November 19th I get told that they won't even get my stuff on the road until the date I asked for AND THEN they have up to 21 business days. So now even though I asked for my property on a date, I may have to wait an additional three weeks...sorry, that 21 days doesn't include weekends! I would say I had an issue with parts of the contract (specifically about delivery times) and I was told not to worry about that, that is only because they have to say that and it was not accurate. When I brought this up today I have that same contract thrown in my face...the same contract the broker told me not to worry about. I had two items that would not fit in boxes. The driver told me no problem he would take care of it and then charged me almost $500 to move less than $200 in mirrors. This company is a scam and should not be in business.

  Business Response

  Date: 11/22/2024

  Hello,

  Our customer service manager explained to this customer how the **** "first available delivery date" works and that is how every company schedules the moved. The date that is listed for the **** is when the delivery spread starts. This way we do not drives through states to get to  a location where the customer is not ready for a delivery. We do our best to outline this a few times during the process prior to the mover arriving for pickup. Unless the customer purchases a full pack, they are responsible for the packing of the boxes and fragile items. In the event they are not ready to be moved, the movers can pack then on-site. Seems this was the case for the mirrors. 

  At no time did we intentionally charge the customer more money for no reason. If there are items that need to be moved that are not listed on the inventory list, the cost would be revised as the move is larger. We can only go off of what the customer provides us as our job is to provide an estimate. This is why the remaining balance isn't due until the movers perform a walk through day of. We do apologize to the customer for any inconvenience that may have incurred, this was never our intention. 

  -Compass Team

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22577911
  
  I am rejecting this response because:

  I was charged extra money on the day my furniture was picked up.  I called this "broker" and was told they were going to audit my move...they didn't.  I have just attached an email I got from this company after telling me they were delivering my furniture tomorrow even though I had never established a moving day with them.  In fact I spoke to a representative of the company here in ******* that was storing the furniture a week ago and told her I would contact her with a date, which I never did.  This is a scam plan and simple.  I was double charged from two different banks on the day I moved and was never given credit.  Now they are trying to add $1473.50 because someone put my goods on a truck without me giving them a date or address.  I told the lady a week ago we had a delay with closing and said I would call her back when we were ready.  This has been a classic scam moving scenario from the moment they loaded their truck with my furniture.  The fact that a representative called me to set up a move date where I said I was not ready and now they are trying to charge me for loading furniture on a truck without moving information should be illegal.  It probably is. 

  Sincerely,
  
  **** ****

  Business Response

  Date: 12/03/2024

  Hello,

  We are indeed a real company as we are here responding to this complaint and addressing the matter. Furthermore, we assisted in the booking of the mover and dispatching required to get a licensed carrier to facilitate the work. This is what the customer agreed to when entering into a contract with us for the move. When referring to the delivery, the carrier goes off of what the customer listed on the paperwork as to their FADD. When a customer calls to push this out, the carrier cannot always honor it as schedules are already built out. The only reason for a cost increase would be for additional items needing to be moved, packing services required, stairs, or long carry. These are all standard for the moving industry and stated very clearly on the 1st page of the agreement that the customer signed. 

  If further assistance is needed with the delivery, the customer can contact our customer service team and they will advocate for them with the carrier. We will also communicate with the carrier to see if and cost adjustments can be made based on the paperwork they will provide us.

  Good day,

  Compass Moving Team

• Initial Complaint

  Date:10/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Compass moving provided me a quote for ~$2,800 to relocate items from storage from one state to another. After 4 phone calls with different "groups" and at least 1.5 hours on the phone go over in detail what items were to be relocated, we settled on ~440cuft - with the charge for space being noted as $3.85/cuft, with misc. delivery charges accounting for the remaining ~$1,200. It was clearly stated to me on the phone that if the total amount of actual space needed exceeded the ~440cuft, that I would be charged an additional $3.85 per cubic foot. This sounded entirely fair. I made it abundantly clear that time was of the essence for this move, having already left the state where the storage was located, and needed to fly back to meet the movers to go over inventory during pick up. They were entirely aware that many of the items in storage were baby goods, and that we were expecting the birth of our son only weeks after the pick up was scheduled. These items were essential to bringing him home to. TWO DAYS before the scheduled pick up (after my flight, hotel, rental car were paid for and scheduled), a "QA Agent" went over my inventory, and I stated clearly that the original estimator was missing many items. After an hour on the phone, my new cubic footage rose from ~440 to ~685, a difference of ~245 cubic feet. I assumed, due to the CLEAR STATEMENT THAT ADDITIONAL SPACE WOULD BE CHARGED AT $3.85 that I would be responsible for an additional (3.85x245) ~$945. However, my new total was ~$5,500, compared to the original ~$2,800. ALMOST DOUBLE, TWO DAYS BEFORE THE PICK UP.Compass knew what they were doing, being predatory. They lied about being a broker to me on the phone when I asked during the original estimate. They said I would be responsible for $3.85 extra per cubic foot. They knew I needed the items moved and waited until TWO DAYS before the pick up to DOUBLE MY PRICE. I cannot reach billing, I cannot reach accounting.A horrendously predatory company.

  Customer Answer

  Date: 10/25/2024

  BBB, this is issue is mostly resolved and I would like to remove the review, as the creator.

  Customer Answer

  Date: 10/25/2024

  BBB, this is issue is mostly resolved and I would like to remove the review, as the creator.

• Initial Complaint

  Date:08/30/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired COMPASS moving group to move us from ************** to a storage facility and subsequently from the storage facility to the final destination in ******, ***********. The company blatantly lied and responded to questions inaccurately on the phone including that they were not a brokerage firm, and that they had direct employees that worked for compass moving. They provided an estimate, against the recent Florida law that states that a brokerage firm cannot provide contracts for services that include estimated moving costs (July 1, 2024). On the day of the move, the moving company they sent was **** MOVING who substantially elevated the quote beyond what we could afford. They indicated that compass had no idea what they were doing and how much a move cost, and we better take it or leave it. It became clear that compass hired companies that did not work under their NAME, but were separate entities. Those employees were threatening and rude in our home that we feared for our safety. We have external witnesses to substantiate. We had to ask them to leave as we did not feel comfortable working with them. Moreover, one of the workers indicated that he was picked up at ********** earlier that morning to assist with the move and was promised only $120 compensation for a full days work. We subsequently asked for a refund of our deposit so that we could hire a different, reputable company. They sent the retention specialist to try to talk us into staying with them and having them send a different company, which incidentally had no ratings on the Internet, or we could not verifythe veracity of their expertise. This was not suitable to us as we had to be out of the building by August 31. Our trust in the company was tarnished due to lies.. We requested that the service be canceled and our money refunded. The company is now refusing to refund our full deposit. No services were rendered. They only offered $400, which is not suitable.

  Business Response

  Date: 09/03/2024

  Hello,

  The law that the customer is referring to is for Intrastate state movers, We are an out of state "Interstate" moving broker. As stated previously, being that the customer did not approve of the first company that was dispatched, we offered them a different carrier which they refused. The agreement they signed states that refusal of services is a forfeiture of the deposit. We even went as far as offering a partial refund for them but they have also denied this as well. When this type of cancel takes place this late in the process, we are not in a position to provide a full refund for the customer. 

   

  -Management

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22219792
  
  I am rejecting this response because:

  1.  Compass Moving Group is a moving broker; they note that the moving companies work for them due to contracts.  The moving company that works for them, **** Moving, hires day laborers.  The gentlmen noted that the movers picked him up at ********** that morning for $120 for a day labor to help with the move. I did not feel comforable with a day laborer  in my home due to all of the factors that could go wrong. 

  
  2.  Compass sent us a contract with a moving estimate and effective July 1, 2024, Moving brokers are not allowed to send contracts with moving estimates - see link ************************************************************************************************************************************************.  Whether or not they are an interstate mover or out of state mover, they hire movers to move for them out of state, therefore, they are a broker for out of state moves.  
  
  3.  The moving company they hired, **** Moving, threatned me in my home and increased the moving estimate from Compass, by $5000.  I have attched reviews from **** Moving - I would never use them and I would not want to associate with a broker who uses them. I did not know to ask since who was moving us (so I can review them) since I was told the movers work for Compass and thought Compass would show up  to move us -  I was shocked to see **** Moving.   See review link: ************************************************************************************************. Yes, Compass did offer to send a new company out to us, but I asked for one that I can review prior to them showing up.  Compass sent a company with no reviews for me to read - and no company website.  Just two websites on the internet that I found with basic information - a carrier that moves household goods.  I did not feel comfortable using them since it was the final day that I needed to be out of my rental and then I would HAVE to use them since I needed to be out - I felt pigeoned hold.  Compass also noted that since I sent **** away I forfeited my deposit - well,I felt unsafe  in my home with **** and did not want that feeling all day and wonder how my household good were. 

  
  Compass Moving Group is not forthcoming with information and I would never recommend them. 

   

  Business Response

  Date: 09/16/2024

  Hello,

  We are very sorry to see this type of complaint. Our agreement that was signed by the customer clearly states in multiple places we are indeed a moving brokerage. The law they brought up in ** is for Intra state moving brokers, not interstate brokers like ourselves. This why our agreement requires customer to sign at the bottom of each page as this ensures they understand what are signing. Additional, this is a broker driven industry and the way they were shopping online, they were speaking with brokers only prior to booking with us. The only reason for the cost of the move to increase as the customer mentioned is due to them having additional items to be moved that aren't listed on the agreement. When customer have additional cubic feet to move this has to be charged for due to additional labor, fuel, material, etc. 

  We as a company take pride in what we do and always want to provide customer with  a top quality of service for the cost associated. The only reason a mover would have to get last minute labor is in the event of someone falling ill or has an emergency. 

  If the customer needs any further assistance they can reach out to our customer service department. At this time no additional refund would be available outside of the offer already made. 

   

  -Management

   

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22219792
  
  I am rejecting this response because:
  

  The refund you offered wa $400 (give or take $16 dollars) vs. the $3,100 that was given for a deposit - NOT ACCEPTABLE for being threatened in my home (for a company you work with).   And, I ASKED the employee that hooked me in specificaly if this company, Compass Moving, was a broker - and he dogded this question - my bad for believing everything he said.  I also did not add any other goods for my home that added cubic feet.  I spend over 1.5 hours with that employee from Compass (via FaceTime), (that I specificaly asked if Compass was a broker), and NEVER added anything extra.  - so, I negate everything you say, besides the $400 refund - which is a joke cmpared to what I deposited with your company.  I also find movers online - so ofcourse, I'd research online for movers - wouldn't anyone? - and then called your company for a quote, a quote that atleast 5K below the price the movers gave me - on the day I am supposed to move - again, not acceptable.  

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

  Business Response

  Date: 09/17/2024

  Hello,

  We do apologize if the customer is not satisfied with the compensation offer that was made. This would be the only offer available as there is a lot that goes into facilitating these routes and dispatching carriers. If the cost of a customer move goes up, there is always a definitive reason why and this can be found on the paperwork. Additional items to be moved, packing, stair fees, long carry, these are all reasons that the cost can increase. Additionally the customer would ***** signed the paperwork showing the reason for the increases. 

   

  -Compass Moving

   

• Initial Complaint

  Date:07/29/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled my contract verbally 2 days after signing and followed up with an email the next day with and to the sales person and customer service representative. Now they are telling me that I sent the email to the wrong email address within the company and my entire deposit is in jeopardy.

  Business Response

  Date: 07/30/2024

  Hello,

  Our cancellation policy states that an email must be sent to ***************************** This is the proper party to be notified in order to make sure the job is not dispatched. When the email does not go here and dispatch is not properly notified, the job would get dispatched to a carrier and funds would be dispersed into the route in order to service the move. We do apologize for any inconveniences that *** have occurred and the rep not checking their email. However, it is not the coordinators responsibility to cancel moves for the customer, as most of our customers book moves and put down large deposits to move and not potentially cancel. 

  It does appear that the file is under review with upper management. We always ask to bring matters to us first and let us do what we can to find common ground instead on jumping on the BBB. We are an honest and forthcoming company that had this move set up for success we are very sorry that the customer feels the way they do about our reputation online. Like every honest mover in this challenging service industry, it can be very hard to maintain a perfect reputation. Some of the biggest and longest standing movers in the country have a ton of poor complaints on here and they are still considered top tier movers in the **. As long as proper expectation are set and the customer provided us the accurate information pertaining to the move that we need, most of our moves go extremely well. 

  Our billing team will be in communication regarding the resolution of this matter.

  Thank you,

  -Management 

  Customer Answer

  Date: 07/31/2024

  I've attached correspondence from me to Compass Moving Group.

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 22059656
  
  I am rejecting this response because:1) The page of the paperwork provided by Compass Moving Group entitled "Cancellation Policy" does not include the email, info@compass moving, nor does it state that a customer must send correspondence to that email to obtain a refund. 2) I tried to get satisfaction from ****** in the ******************* Not only was she unhelpful, but her attitude came across as condescending and rude; the opposite of "customer service". She sounded indifferent to my problem and even bored. 3) I felt pressure from *************************** to send an e check before the Terms and Conditions paperwork was provided to me. Nor did he mention a special email for cancellation when I talked to him on  Wednesday, July 17. 4) I spoke with ****** in **************** about cancelling on July 17 as well and she ,in fact, stated that Billing would contact me in 48 hours (did not happen until July 22) to "begin the process of returning my deposit of $1996.02." At that point, I was lead to believe that I had satisfied any customer requirements in ********** based on the Federal 72 hour Right of Rescission.
  
  Sincerely,
  
  *******************, info

  Customer Answer

  Date: 07/31/2024

  Please read the email I sent earlier today. Thank you.

  Business Response

  Date: 08/01/2024

  Hello,

  After reviewing the call with ******, the customer was very frustrated with her and was cursing at her. ****** simply stated the facts and the process to this type of cancellation without proper email being sent. The terms of our agreement are extremely straight forward and require a signature at the bottom of each page so that the customer has read and agrees to its terms. Please see the 1st terms below-

  TERMS AND CONDITIONS 1.  By signing below, you, as a customer, are agreeing that you have been made aware of any charges you will or may be responsible for and the terms and conditions of the services provided by Compass Moving Group(Compass Moving Group or our us, or we). Upon booking you will have 72 hours to cancel our services without forfeiting your entire deposit. Any service cancellation made within 72 hours of booking services shall be subject to a cancellation fee of 15% due to the cost of processing your credit card and arranging your schedule.  After the 72-hour window has expired, your deposit shall be non-refundable. For the billing department to review a customers file and cancellation, an email must be sent to the billing department at **************************** explaining the cancellation request. Please note that WE ARE A BROKER and will be providing you with the services to coordinate your move. Thank you for choosing Compass Moving Group!

  Compass Moving has done nothing but follow their policies that are outlined in the agreement that the customer signed. They wanted to cancel based on the BBB reviews when we hold an upstanding reputation while not participating in the accreditation membership. Our DOT reputation shows less then 5 complaints in the last couple of years which is also an outstanding rating.

  Again, we had this move positioned to go extremely well, unfortunately the customer did not cancel the proper way and funds were dispersed into the route in order to be serviced.

  -Compass Moving

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 22059656
  
  I am rejecting this response because: I believe that Compass Moving is using fraudulent means to keep peoples' money. I will notify the ********************* about this matter. Shame on Compass Moving for defrauding Senior Citizens.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/27/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had been pressured into signing an agreement for a moving company broker on 7/11/24, the deposit was roughly $1285. I found another moving company that was more affordable and I was hesitant using compass based on the reviews. I went to cancel via email the same day, the company called me immediately and assured me that I was in good hands and they lowered the price and assured me that if I cancel Id get a full refund. I emailed the woman I had been in communication with on Thursday 7/12/24 advising her I wanted to continue with the cancellation, within their 72 cancellation window. They offered to refund me $253 which is unacceptable. This company is a scam.

  Business Response

  Date: 08/06/2024

  Hello,

  When reviewing the file on this move, it appears the customer attempted to cancel their move outside of the cancellation window. They claimed they were concerned with reviews and found a cheaper company. We find this interesting being that the cheaper pricing is nothing more then a lower quality of service as we all do the same thing, if were responsible movers. To question our reviews then turn around and go with a lower quality company would only set them up for a poor moving experience. 

  Our billing team did reach out to find common ground and make a compensation offer for the customer. During this call the customer cursed at the representative using F*** and B**** which was completely unnecessary. This compensation offer was not something we were entitled to do but always try to help the situation and make this offer as a sign of good faith. If the customer did not like the offer, we are sorry for that but we are a business that has policies in place for a reason and have to abide by them. 

  -Management 

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22052557
  
  I am rejecting this response because:
  I had originally cancelled the move on July 11th, within the 72 hour cancellation window and received a call immediately where I was promised by the *** that there wouldnt be any additional charges at the time of drop off like many of their reviews stated and they reassured me and pressured me into re-signing at the lower rate stating that Id still have the 72 hour window to cancel and that more often than not, the company refunds the full deposit even outside of the cancellation window. I emailed the *** the following day stating I needed to cancel and receive the full refund back. This is unacceptable and this company should honor what their employees say. I have spoken with an attorney that has indeed confirmed that since the *** I had been working with had accepted the cancellation via email the previous day at the same email address I sent the 2nd cancellation email, regardless of what the email is in the fine print, the cancellation is implied. Im simply asking for the full refund minus the agreed upon 15%. My mother is almost 70 and on limited income and is no longer moving due to all the stress this has caused including panic attacks and anxiety. 
  Sincerely,
  
  Azarah ********

  Business Response

  Date: 08/30/2024

  Hello,

  This was was deemed a late cancel after review. Am email was sent out to the customer with a partial refund offer which we are not entitled to do, however, we always try to find common ground with customer in these situations. If the customer does not like the amount we do apologize, this would be the only amount available for the type of cancel that took place.

  -Management

  Customer Answer

  Date: 08/30/2024

   
  Complaint: 22052557
  
  I am rejecting this response because:
  Thats not acceptable. I cancelled the reservation within the 72 hour window, period. I want the full refund minus the 15% or my attorney will be in contact with you. 
  Sincerely,
  
  Azarah ********

  Business Response

  Date: 09/03/2024

  Hello,

  As previously stated, an email was not sent to the proper location in order to cancel properly. A compensation offer was made to the customer which it seems they are not willing to accept. At this point we are not able to meet the requests they are making and we do apologize for the inconvenience.

  -Management

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 22052557
  
  I am rejecting this response because: the cancellation was sent to the *** I was working with. The day prior I sent an email to that same *** to cancel and it was acknowledged as a cancellation as they called me immediately and pressured me into signing the agreement for a lower cost when I was hesitant based on reviews and was ASSURED I would get a refund if I changed my mind. I signed the contract under the impression that would be upheld. The fact of the matter is, if it was acknowledged by the *** that is on the contract one day and not the next, is shady business practice and unethical, at the very least. Like I have said in my previous comments, I have spoken with several attorneys and they all agree. If your company does so many moves, what is your concern with upholding what YOUR ***s are telling customers?
  
  Sincerely,
  
  Azarah ********

• Initial Complaint

  Date:01/16/2024

  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.

  The movers that compass contracted this job out to broke my $10,000 sleep number bed which doesnt work now they ripped the mattress from the frame after I asked them not to and now the air ******** in the mattress doesnt work

  Business Response

  Date: 01/18/2024

  Hello,

  We are sorry to hear of the damages to the bed. We have gone ahead and sent out the claims forms as this would be an insurance claim. Please keep in mind as your moving broker we never touched the items as we contracted out the carrier. As our agreement states, we are not to be held liable as the broker for lost or damaged items this needs to go through the insurance underwriter. 

  If you have further questions or need assistance, please reach out to our customer service department. 

   

  -Compass Moving

• Initial Complaint

  Date:07/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 11 th 2023, I made a reservation for moving in March 2023, but in February 13th I requested a cancellation of my reservation. The issue started when I kept asking them to give me my money back. This company didn't tell me about cancellation fees when I was booking, however they decided not to give me any money back despite my request. I went through my bank to get the money back, but they told the bank that I can get a refund which is not happening despite my demands for it. I just hope this company is transparent when someone is booking their service. I don't want to use their services, and I should be able to get my money back. No one should have their money held by a company.Thanks ***********.

  Business Response

  Date: 07/12/2023

  Hello,

  Like most movers, we have a 72 hours cancellation policy from the time of reserving the move. This is stated throughout the agreement and also in the cancellation policy, which is its own page. Please know, we are not here to hold customer money. When a move is booked, we begin dispatching immediately. Funds are dispersed into the route to lock in the truck, crew, and dates. 

  This is the standard business practices for just about every moving company. 

  This move is dating back to the beginning of the year. However, we will honor a move for them within a calendar year from the time they booked the original move. 

  If they have any further questions, please reach out to our customer service department. 

  Thank you kindly

  Customer Answer

  Date: 07/15/2023

   
  Complaint: 20292831
  
  I am rejecting this response because:
  

  I'm not in the moving business,  and I wish it was made clear to me that I won't get a refund.

  I'm not and will never use their service again. 

  I just need my refund. 

  Thanks

  Sincerely,
  
  Edem Djalla

  Business Response

  Date: 07/17/2023

  Hello,

  We are not sure as to why the customer feels they need to be in the ********************** business in order to understand the terms of the agreement they signed. We do our best to be as straight forward and transparent as possible. This is why we mention the ability to broker jobs, and we had a cancellation policy, which is its own page. There would not be a refund available, unfortunately. 

  We are sorry they are dissatisfied with where this process has gone. We have policies that are in place for a reason, and they have to be followed.

  Thank you,

  -Compass Moving

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20292831
  
  I am rejecting this response because:
  

  Again no one mentioned the cancelation process, while they mention how you can book their service. 

  I honestly feel scammed, after they have a hold of the money they can start telling you about  all the policies.

  They are taking my hard earned 705 dollars, and just need a refund. 

  Sincerely 

  
  Edem Djalla

• Initial Complaint

  Date:05/13/2023

  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.

  My household goods were packed and loaded onto a truck on April 24 & 25 from ******* ** to ********* I was told to give them the soonest date Compass moving group could deliver to my new address in *******. I told them May 12th. We signed papers for the new house on the 11th, which I told them also. I have called Compass almost everyday to find out where my household goods are. Sometimes they answer the phone and I ask them to tell me where they are in the process of transporting to *******. They always have to "look into it". I have not received an answer on where my goods are or if they have even loaded them for transport onto a big semi. I am frustrated because I'm getting NO answers! My job #B4340329. We were told it would take **** days for their truck to get here. I understand that but we are getting NO answers and no information fro Compass at all. This move is costing me over $22,000. I have a final payment of $6325 due at delivery so you can see I've paid them roughly $16,000.00 already. I'd like some answers!!

  Business Response

  Date: 05/29/2023

  Hello,

  We are sorry to hear the customer is frustrated with the transit time of the move. After reviewing the file, it does appear we have gone over how the FADD/transit time works. The customer service representative even conferenced in the carrier, so this could be coming from all parties involved in the move. Please keep in mind, Compass is the mover broker. We are involved in the move from start to finish, however, like the customer, we have to wait on the carrier as well. When a customer calls in for an update, it's not as if we are asking incompetent, we just have to call the carrier to obtain updates on the customers' behalf. We are a hardworking company that always has the customer the best interest in mind. We apologize if the customer felt they were not receiving the information they needed in a fast enough manner.

  If any further assistance is needed whatsoever, please reach out to our customer service team during normal business hours EST, and we'll do all we can to help.

  -Compass management 

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20054547
  
  I am rejecting this response because: I tried numerous times to contact Compass Movers during the entire process with little or no response to my inquiries.  ONLY after a few weeks passed is when I was informed they'd START the process of my delivery on the date I gave them as a first available delivery date.  We requested the delivery date the day after the signing for the house. That is the date they started to process my delivery date therefore having ** wait in an empty house for approximately two weeks.  I was also quoted a moving fee, which I know can fluctuate but it was over double what I was quoted even after I sold MANY household items.  I feel I was owed a call back on my valid questions and concerns.  This entire process was a nightmare with lack of communication from Compass Movers
  
  Sincerely,
  
  *****************

  Business Response

  Date: 06/01/2023

  Hello,

  We understand where the customer is coming from and apologize if they misunderstood our process. We do our best to set the proper expectations leading up to the move. Directly after booking, customer are put through a verification call confirming the work order. They over all the fine details verbally. They are then given all the proper contact number in order to reach us based on the situation that *** arise. Now, if they are not moving for weeks or months from the time of booking, they will not hear from us until 1 week prior to the pickup date. However, we are always available if they have questions and feel they need to call the customer service department. 

  One week prior to the move, we send out the customer rights and responsibilities email. This goes over everything a customer needs to know leading up to the move. In the email, it discussed how the **** works. The "First Available delivery date" is the time the customer lists on the paperwork as to when the delivery SPREAD will start. 

  EXAMPLE- if the customer is picked up on June 1st, and they list their **** for June 5th, The delivery spread based on the mileage will not start until June 5th. This means there will be 4 days when the items will sit in the warehouse. 

  Now, if a customer is picked up on June 1st and lists the **** as ASAP or June 2nd the delivery spread will start immediately. 

   

  Unfortunately, in this case the customer was looking for an ASAP delivery but did not list this on the paperwork as to the ****.

  This situation is out of our control, we sent out the instructions as to how this works and the customer failed to list the time frame properly. 

  The only reason the cost of this move went up is due to the customer adding additional cubic feet. We have been honest and forthcoming throughout this process and followed our contract and its terms. We would ask that the BBB close this case out as we have gone over all the details that transpired during this move, and we fell these matters do not warrant action on the BBB negatively towards our hardworking company. 

  -management 

   

  Customer Answer

  Date: 06/01/2023

   
  **mplaint: 20054547
  
  I am rejecting this response because: The "little Guy" is always gonna lose. You can close this case but I will never recommend this moving company to anyone I know. I was grossly underestimated by this company's quote and their routine. Yes, I did speak to some people regarding my load.  Giving inch by inch dimensions of ALL furniture.  It seems weird that from the start I told the ** of ALL my furniture and size.  The quote I was given seemed to cover that size load minus my boxes.  I sold major sized furniture  and many belongings and in the long run  to lower the cost of my move and in the end my move was way over double the original quote.  I am dissatisfied and nothing will change the way I feel.  So end this nightmare for me but I'll never admit you guys were honest and did EVERYTHING you said you would do for me, the customer. 

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

• Initial Complaint

  Date:05/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was lied to about my cross country move. I was told my items would be picked up and brought straight to my new home, but it has been exactly three weeks and I still have no solid answer as to when Im getting my items. Weve been charged over double what we were originally quoted, and *** had little to no regular communication with anyone from Compass.

  Business Response

  Date: 05/22/2023

  Hello,

  We are sorry to see this move has to come to this point. Directly after the booking of every move, customer are sent to the verification department to confirm the work order. This is done to ensure that all proper expectations have been set. During this call, they specifically say, "we cannot guarantee pickup or delivery windows." Furthermore, we do not do straight shots across the entire country unless there are mitigating circumstances for a particular move.  

  We have a full customer service team that is available to assist in any matter needed between 9am-6pm EST. We are here to move families with integrity and honestly. If further assistance is needed, please reach out to our customer service department.

   

  Thank you,

  -Compass Moving Group