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:02/26/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  August 22 i was contacted and paid a $300 deposit to have a car moved. the service was to happen on an agreed date, 2 days passed without any calls to make known the change in the date of vehicle pickup. after starting the move with my family in a rented vehicle i was called by the driver asking to have the vehicle brought out to the main road. BUT it was agreed that the truck driver would be able to pick it up from the house when the date was sent. i had to then find someone who would be able to get the car from ********** to **** (while driving cross country) by the date of our arrival. subsequently I had to extend my rental costing more money than originally budgeted. *************************** was ******* who didnt keep his word and then i got some very distasteful words from another employee about submitting some refund paperwork to get any recourse. their website is down and the phone numbers are now out of service.

• Initial Complaint

  Date:08/02/2023

  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 booked a move from ** to Pa in May 2023. They in turn contracted it out to dymcome solutions who picked up the furniture in May. As of today I have not received the delivery. They have given me several different dates but never followed through. I have made so many calls to both companies and get a no results.

  Business Response

  Date: 08/02/2023

  After cross checking all of the contact information provided, we have no customer by this name. This is filed with the wrong business.

• Initial Complaint

  Date:07/12/2023

  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.

  It is a scam. They are a broker and provide low quotes without visiting or doing any sott of assessment. When the actual movers show up, the day of the move, the actual price can be twice the quoted price from the broker. It should be illegal. They should stand by their quoted price

  Business Response

  Date: 09/06/2023

  After searching our records, we have no customer with this information. We believe they have the wrong company selected. 

• Initial Complaint

  Date:06/19/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  National Movers hired *************** to move my personal belongings, I offered to pay for additional coverage and ******************* said: we have excellent moving company and you do not need the added insurance for your personal belongings. Only to have my personal belongings delivered damaged and broken, in addition to 2 boxes lost and they kept my stepping stool. I emailed National Movers and no response, however, they were fast to take my deposit in the amount of $1876.73. I demand a full refund.

• Initial Complaint

  Date:09/07/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  National movers quoted me at $6100 for my move from ** to ** all throughout several inventory calls. On QA call, $600 was added.i was never told the name of the company they brokered to, I found out later because they're awful with the worst reviews. They showed up after my window on moving day and In 3 seconds in my house decided I'd need to pay almost $2000 more or they'd leave. They charged me for packing materials I had bought myself and for packing things they didn't pack. Calling national movers got me nowhere at all. ********************* and ******** were dismissive and kept quoting the contract at me telling me I didn't understand It was dark by the time they left and I had to start driving cross-country. I found out that they charge for your space on a tractor trailer and its fuel and then charge for a small moving truck on delivery when the tractor trailer doesn't even exist at any point. They tried to deliver between 9 & 11pm on a Saturday but came at 530am on Sunday and immediately tried charging me another $3000. I told him to leave with my things and I wouldn't pay another cent, and suddenly he didn't need the money anymore and unloaded. Every single box marked fragile was underneath others, every box was severely banged up with crushed corners and they blamed me for buying cheap cardboard and packing myself. I have broken family heirlooms which were packed in layers of bubble wrap in mangled boxes, I'm missing furniture, and no one cares. Finally,I searched the delivery guy's name from We Care For You and learned that he's a convicted felon on felony probation (in FL but crossed many state lines to come to **) for UNARMED BURGLARY OF AN OCCUPIED RESIDENCE AND DEALING IN STOLEN GOODS. When I told National Movers I couldn't believe this is who they sold my job to, they called me racist because this guy is black and I'm white.I have evidence of all of this,sent to them too.I want the $3300 I paid them for giving my job to a deplorable carrier secretly

  Business Response

  Date: 09/29/2022

  Hello ********************,
  As per our previous correspondence, we asked you to file a claim for any lost or damaged items in transit, which you had refused to do for most of the process. Most of these complaints should be directed at the carrier, not at National Movers. We will gladly continue to assist you through the insurance claim process, should you need any assistance, you may contact our customer service manager **** to assist you. We only asked you refrain from making racist comments after referring to an african american man as having "a dirty mouth full of food like an animal" via email, a comment you only made about an african american. Thank you for your time.

  Customer Answer

  Date: 10/01/2022

   
  Complaint: 17930711
  
  I am rejecting this response because: I submitted several claims, I will not continue with the ridiculous one you recommend because it requires the bill of lading be filled out appropriately, which it was not.  And, you know very well what my claim entails as I wrote it out in great detail in email PER YOUR REQUEST, sent many pictures, and verbally to several of the terrible humans at your company.  

  You might want to be careful about slandering my name as racist.  See, the convicted felon (I will provide mugshot and charges below) on felony probation for robbing a home and selling the things he stole, that you and your slimy buddies sent into my home did, in fact, call me with a mouth so full I could barely understand him.  However, I never said a word about his race.  That, my friend, would be YOU.  So when i told you that your hired criminal called to threaten me while chewing, the email clearly shows that it was YOU who simply assumed that I was talking about a black man.  So not only are you a company full of lying thieves, but you're also nasty racists with enough guilt on your minds that you've got to project your sins onto others, including your own customers.  That's sad.  Here's another fun fact: I'm half black.  Woops!  So I guess I'll add your slanderous and racist remarks to my case and make it a civil rights issue.  I'm also a lesbian.  So clearly, your robbery and destruction of my things are hate crimes against a woman of two protected groups.  Now THAT'S racism and shame, shame.  

  I have records of everything.  I'm going to bury both of your companies.  Cute little show you're putting on for the BBB mediation team and all, but if you were honest people who really wanted to do the right thing, you wouldn't put the blame solely on THE COMPANY YOU HIRED TO HANDLE MY JOB, you'd be accountable for your very large role in this, and you'd give me what I deserve and get your buddies to pay you back.  But no, scumbags don't know how to do the right thing.  It's amazing how a company with your horrendous reviews just can't bring itself to rectify its own mess and gain a happy customer.  Some people just never learn.  

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

  Business Response

  Date: 10/24/2022

  I will simply defer to the contract that you will see was signed on more than one occasion. This shows that on 2 separate occasions the contract was reviewed and signed, fully acknowledging this process. The contract also includes the ************** protection which was agreed upon by the customer, again on more than one occasion. We clearly outlined every detail of the services we render, and they were provided within the provisions of the contract.
  

  This estimate includes the following:

  ************** protection up to $10,000 based on **** cents per lb. per article; if selected at the time the estimate is prepared, estimated cost of the full value protection option at varying deductible levels (these are only estimates and the actual cost is determined by your selection on the carriers bill of lading according to carriers tariff).

  4. CUSTOMER HAS HIRED **********************. AS A MOVING COORDINATOR/SHIPPER AGENT/BROKER AND NOT TO HANDLE OR OTHERWISE PARTICIPATE IN A MOVE AS A CARRIER IN ACTING AS A SHIPPER AGENT ONLY, NATIONAL MOVERS LLC IS NOT RESPONSIBLE FOR ANY ACTS OR OMISSIONS OF THE CARRIER OR ITS EMPLOYEES OR AGENTS. CUSTOMER MUST PURSUE THE CARRIER FOR ALL CLAIMS FOR PROPERTY DAMAGE AND PERSONAL INJURY OR DEATH, INCLUDING WITHOUT LIMITATION, ANY CLAIMS FOR DAMAGE TO PROPERTY, LOST OR STOLEN GOODS, DELAYED PICKUP OR DELIVERY, ACTIONS OF ESTIMATORS, DRIVERS, PACKERS OR MOVERS, OR OTHER TYPES OF CLAIMS. NATIONAL MOVERS LLC WILL ACT ON BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THE CARRIERS MAXIMUM LIABILITY IS LIMITED TO THE LESSER OF THE FOLLOWING: (A) THE AMOUNT OF THE ACTUAL LOSS OR DAMAGE, (B) AN AMOUNT EQUAL TO SIXTY CENTS (60 CENTS) PER POUND MULTIPLIED BY THE ACTUAL WEIGHT (IN POUNDS) OF THE LOST OR DAMAGED ARTICLE; OR (C) THE LUMP SUM DECLARED VALUE.

  5. AS A PROPERLY LICENSED INTERSTATE MOVING COORDINATOR/SHIPPER AGENT/BROKER, NATIONAL MOVERS LLC. IS NOT A MOTOR CARRIER AND WILL NOT TRANSPORT AN INDIVIDUAL CUSTOMER/SHIPPERS HOUSEHOLD GOODS, BUT WILL COORDINATE AND ARRANGE FOR THE TRANSPORTATION OF HOUSEHOLD GOODS BY ANY FMCSA AUTHORIZED MOTOR CARRIER, WHOS CHARGES WILL BE DETERMINED BY ITS PUBLISHED TARIFF. ALL ESTIMATED CHARGES AND FINAL ACTUAL CHARGES WILL BE BASED UPON THE CARRIERS TARIFF WHICH IS AVAILABLE FOR INSPECTION FROM THE CARRIER UPON REASONABLE REQUEST.

   7. AS THE CUSTOMER, I AGREE TO PAY THE ***** CHARGES FOR THE MOVING COORDINATOR SERVICES TO BE PROVIDED BY NATIONAL MOVERS LLC. I UNDERSTAND AND AGREE THAT MY DEPOSIT/FEE REPRESENTS ONLY A PORTION OF MY ***** ESTIMATED SERVICE CHARGES, FOR SCHEDULING AND ROUTING PURPOSES. MY DEPOSIT/FEE IS NON REFUNDABLE AFTER PLACING THE RESERVATION FOR SCHEDULING PURPOSES. ALL REQUESTS TO CHANGE MY PICK UP DATE, OR PLACE THE MOVE ON HOLD, MUST BE MADE AT LEAST 5 BUSINESS DAYS (SATURDAY, SUNDAYS AND HOLIDAYS EXCEPTED) PRIOR TO THE PACK OR LOAD DATE (WHICHEVER APPLIES) LISTED ABOVE IN ORDER TO BE ELIGIBLE FOR A REFUND LESS APPLICABLE FEES BASED ON PAYMENT METHOD . I AM ONLY ENTITLED TO RECEIVE A CREDIT OF MY DEPOSIT FOR A FUTURE INTERSTATE MOVE WHICH I MUST USE WITHIN A 12 MONTH PERIOD FROM THE DATE OF MY ORIGINAL RESERVATION FOR ANY CANCELLATIONS MADE WITHIN 5 BUSINESS DAYS(NOT INCLUDING HOLIDAYS). ALL DEPOSITS WILL SHOW ON YOUR BILLING CYCLE UNDER NATIONAL MOVERS LLC.

  PLEASE SIGN THIS FORM HERE
  
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  Electronic Signature:
  I hereby confirm my signature on the following document: By applying your electronic signature you are confirming acceptance of all terms and conditions set forth within this agreement. If electing to cancel your move with National Movers LLC., written notification must be received no later than 72 Hours from the time of booking or reserving your move. Cancellation requests received within 72 hours from booking or reserving your move, will receive a full refund, minus 10% due to incurred merchant fees. If more than 72 hours have passed from booking your move, the deposit is non-refundable.
  
  Document Emailed On: Monday, 07/11/2022 12:05:59 PM (ET)
  Document Signature Name: ***********************************
  Document Signature Email: *****************************
  Document Signature Date: Thursday, 07/14/2022 11:55:25 PM (ET)
  Document Signature IP Address: 73.53.165.149
  Internet Browser: Chrome

  PLEASE SIGN THIS FORM HERE
  
  If you no longer wish to receive emails from National Movers, please click on unsubscribe
  Electronic Signature:
  I hereby confirm my signature on the following document: By applying your electronic signature you are confirming acceptance of all terms and conditions set forth within this agreement. If electing to cancel your move with National Movers LLC., written notification must be received no later than 72 Hours from the time of booking or reserving your move. Cancellation requests received within 72 hours from booking or reserving your move, will receive a full refund, minus 10% due to incurred merchant fees. If more than 72 hours have passed from booking your move, the deposit is non-refundable.
  
  Document Emailed On: Friday, 08/12/2022 12:14:05 PM (ET)
  Document Signature Name: *********************************
  Document Signature Email: *****************************
  Document Signature Date: Friday, 08/12/2022 12:18:43 PM (ET)
  Document Signature IP Address: 73.53.165.149
  Internet Browser: Chrome

  Both signed contracts were also added to be reviewed again indicating everything that has already been outlined. Thank you.

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 17930711
  
  I am rejecting this response because:

  Oh, so your attempt at labeling me a racist didn't work, so now you go back to "well you signed for this so it's your fault."  You are clearly in the wrong and aware of this.  I was never made aware of the name of the company to whom you brokered my job; and therefore I was unable to approve of them.  Had I been able to see their ***** profile, I would not have agreed.  When they arrived, they charged me for packing materials I had already purchased myself, and they claimed that most of my furniture was not standard sized, despite the fact that the several inventories detailed with your company clearly stated that everything was standard.  They pressured me with their fear tactics to pay them several thousand more dollars than what I had signed for.  I did not understand the contract I signed and therefore my signatures are invalid.  *********** you hired misled me every step of the way and they did not complete the bill of lading correctly.  They also employ a man who is on felony probation for what sure sounds a lot like taking someone's belongings from their house and selling them, very possibly during the commission of a job.  Both of your companies knowingly put me in danger.  You also charged me for a tractor trailer that never existed, of which I have evidence.  I have already discussed my case and all of my evidence with several attorneys who are ready and willing to take this to court.  The ***** is also in agreement that your shady business practices were inappropriate.  *********************** is in full support of my defense against the theft of my money and belongings by both of your companies, as well as your discrimination against me as a member of two protected classes of minorities.  Every attorney with whom I've spoken has acknowledged that I was clearly not fully understanding the contracts I signed, and some were signed under extreme duress, under threat of having a last-minute canceled move, losing my new job, and all while there were several hostile and aggressive men in my home alone with me.  If you prefer to handle this in court, I am prepared to spend every last dollar I'll ever have to save other unsuspecting victims from you criminals.  I am going to make sure the entire country knows about both of you and your employees by name.  

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

• Initial Complaint

  Date:08/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted National Movers to move my items during the weekend of April 23rd and paid an expedite fee for my things to arrive between May 1-3. They ultimately delivered my items May 7th at 1AM! They also assured me over the phone that I should not concern myself with the amount of space being taken for my items on the truck because so long as my list of items is reflected correctly in the quote, I will be fine. In any case I overstated my list of items to be conservative with the intention of bringing less on move day. They hired ********** to perform the service. When they arrived, at 7pm on Sunday night smelling of marijuana, they took one look at my boxes and said immediately my quote was underestimated and that I was going to have to pay more (even though I brought much less than what I was quoted for). They also said I was going to have to pay for stairs even though my contract with National Movers states the first flight of stairs is covered by contract and I live on the second floor.They threw my boxes around and dropped items on three occasions. Much of my property is damaged or broken. They also lost $400 of my property. They charged me $100 for tape. My contract says tape is free, his response was that my "contract is wrong". The movers also helped themselves to my bottles of water which was extremely rude and inconsiderate.In total the additional charge was $1,500 more. National Movers would not respond to my inquiries for weeks. They eventually made a lame attempt to recover some of the money owed to me from CR7 but they never saw it through. At this point I negotiated a small amount of my money back with CR7 directly, not commensurate with what I legally am owed by contract. I also was given approval for a small amount of recovery money for a portion of the things that were broken and missing, 3% of the actual replacement value, but Im not hearing back from either National Movers or CR7 on why I still have not received that money.

  Business Response

  Date: 08/17/2022

  This complaint is in reference to the company (CR7) they have listed. As an authorized broker we are not affiliated with the delivery aspect of this persons move. There is nothing we can do in regards to the length of time the company took to deliver her items.

• Initial Complaint

  Date:07/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired a company that said they were a moving company. They promised me my own truck that would go directly to my new home in a new state. The customer service number I was given was answered once and they never answered again. No one will respond to my emails or calls and they can't find my stuff. I found another customer service number but they said they are just the broker and don't know where my stuff is. The actual "movers" whom I didn't know I was hiring, are telling me they don't know where my stuff is and it will take up to 30 days to get. I was told by the salesperson (*******************), the ***************** person (****), and the person who said they were my ******* when they packed up my stuff that they would drive my stuff straight here. I was never told this company was a broker, they implied that all the movers and ******* were their own employees and that they were a moving company. They also charged me more when they got to my house. No one will provide the name or contact info for a supervisor so I have no recourse to get my stuff back.

  Business Response

  Date: 08/17/2022

  Dear ***********************,

  We would like to thank you for reaching out to us on this reviewer platform. We have read your complaint and it is very evident that you did not read the understanding section of your estimate that you have provided to this platform as supporting evidence. We are an authorized household goods broker as outlined in the contract that you signed. As such our operations are to provide customers estimates and coordinate a pick-up with an authorized motor carrier as explained within our estimate.

  4. CUSTOMER HAS HIRED **********************. AS A MOVING COORDINATOR/SHIPPER AGENT/BROKER AND NOT TO HANDLE OR OTHERWISE PARTICIPATE IN A MOVE AS A CARRIER IN ACTING AS A SHIPPER AGENT ONLY, NATIONAL MOVERS LLC IS NOT RESPONSIBLE FOR ANY ACTS OR OMISSIONS OF THE CARRIER OR ITS EMPLOYEES OR AGENTS. CUSTOMER MUST PURSUE THE CARRIER FOR ALL CLAIMS FOR PROPERTY DAMAGE AND PERSONAL INJURY OR DEATH, INCLUDING WITHOUT LIMITATION, ANY CLAIMS FOR DAMAGE TO PROPERTY, LOST OR STOLEN GOODS, DELAYED PICKUP OR DELIVERY, ACTIONS OF ESTIMATORS, DRIVERS, PACKERS OR MOVERS, OR OTHER TYPES OF CLAIMS. NATIONAL MOVERS LLC WILL ACT ON BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THE CARRIERS MAXIMUM LIABILITY IS LIMITED TO THE LESSER OF THE FOLLOWING: (A) THE AMOUNT OF THE ACTUAL LOSS OR DAMAGE, (B) AN AMOUNT EQUAL TO SIXTY CENTS (60 CENTS) PER POUND MULTIPLIED BY THE ACTUAL WEIGHT (IN POUNDS) OF THE LOST OR DAMAGED ARTICLE; OR (C) THE LUMP SUM DECLARED VALUE.

  5. AS A PROPERLY LICENSED INTERSTATE MOVING COORDINATOR/SHIPPER AGENT/BROKER, NATIONAL MOVERS LLC. IS NOT A MOTOR CARRIER AND WILL NOT TRANSPORT AN INDIVIDUAL CUSTOMER/SHIPPERS HOUSEHOLD GOODS, BUT WILL COORDINATE AND ARRANGE FOR THE TRANSPORTATION OF HOUSEHOLD GOODS BY ANY FMCSA AUTHORIZED MOTOR CARRIER, WHOS CHARGES WILL BE DETERMINED BY ITS PUBLISHED TARIFF. ALL ESTIMATED CHARGES AND FINAL ACTUAL CHARGES WILL BE BASED UPON THE CARRIERS TARIFF WHICH IS AVAILABLE FOR INSPECTION FROM THE CARRIER UPON REASONABLE REQUEST.

  I would also like to address the section of the complaint stating that your calls had been going unanswered. Attached is the call log showing that we had regularly been in contact with you to address your concerns.

  To address the section stating that your items were "unable to be located." At no point were your items lost, and they have since been delivered. I know there are concerns about the condition of some of your items. As outlined again in section 4 of the contract, this is to be addressed with the carrier that completed this section of your move. We will be happy to assist you with filing a claim with the carrier.

  4. CUSTOMER HAS HIRED **********************. AS A MOVING COORDINATOR/SHIPPER AGENT/BROKER AND NOT TO HANDLE OR OTHERWISE PARTICIPATE IN A MOVE AS A CARRIER IN ACTING AS A SHIPPER AGENT ONLY, NATIONAL MOVERS LLC IS NOT RESPONSIBLE FOR ANY ACTS OR OMISSIONS OF THE CARRIER OR ITS EMPLOYEES OR AGENTS. CUSTOMER MUST PURSUE THE CARRIER FOR ALL CLAIMS FOR PROPERTY DAMAGE AND PERSONAL INJURY OR DEATH, INCLUDING WITHOUT LIMITATION, ANY CLAIMS FOR DAMAGE TO PROPERTY, LOST OR STOLEN GOODS, DELAYED PICKUP OR DELIVERY, ACTIONS OF ESTIMATORS, DRIVERS, PACKERS OR MOVERS, OR OTHER TYPES OF CLAIMS. NATIONAL MOVERS LLC WILL ACT ON BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THE CARRIERS MAXIMUM LIABILITY IS LIMITED TO THE LESSER OF THE FOLLOWING: (A) THE AMOUNT OF THE ACTUAL LOSS OR DAMAGE, (B) AN AMOUNT EQUAL TO SIXTY CENTS (60 CENTS) PER POUND MULTIPLIED BY THE ACTUAL WEIGHT (IN POUNDS) OF THE LOST OR DAMAGED ARTICLE; OR (C) THE LUMP SUM DECLARED VALUE.

  Lastly, addressing the section of the complaint stating that the price increased at the time of your move. As outlined in the contract you were provided with a "binding not to exceed estimate" based on the inventory that you provided. In the event that your inventory is incomplete or inaccurate, your price is adjusted based on your actual inventory and the space necessary to complete your move. The original rate was honored, but the inventory did increase.

  CUSTOMER HAS ELECTED A "BINDING TO NOT EXCEED" *****, THE ***** COST WILL NOT EXCEED THE ESTIMATED AMOUNT; PROVIDED, HOWEVER THAT CUSTOMER PROVIDES **********************. WITH AN ACCURATE DESCRIPTION OF THE ***** TO BE MOVED AND THE SERVICES TO BE PERFORMED. CUSTOMER HAS REQUESTED TO HAVE AN ESTIMATE PROVIDED FOR HIS/HER HOUSEHOLD GOODS RELOCATION, IN ACCORDANCE WITH 49 CFR 371.113(C)(1), CUSTOMER AGREES TO WAIVE A PHYSICAL SURVEY OF THE HOUSEHOLD GOODS, AND ALTERNATIVELY AGREES TO RECEIVE A BINDING TO NOT EXCEED ESTIMATE BASED UPON THE SHIPPER PROVIDED ITEM LIST OF PROPERTY TO BE TRANSPORTED. IF ANY ADDITIONAL PIECES, PACKING SERVICES, WEIGHT OR LABOR SERVICES ARE ADDED AT THE ORIGIN OR DESTINATION TO THOSE QUOTED, THE CUSTOMER SHALL BE CHARGED FOR THESE SERVICES AT THE GOVERNING TARIFF RATES. CUSTOMER UNDERSTANDS THAT **********************. HAS A **** LBS MINIMUM ON ALL SHIPMENTS. ANY SHIPMENT BELOW **** LBS. WILL BE CHARGED AT THE **** LBS RATE. THE ***** INCLUDES ALL FUEL SURCHARGES, TOLLS, LOAD AND UNLOAD, BASIC DISASSEMBLY AND REASSEMBLY OF STANDARD FURNITURE *****, UP TO 75 FEET OF LONG CARRY AT ORIGIN AND DESTINATION AND 1 FLIGHTS OF STAIRS. ELABORATE FURNITURE ***** THAT NEED TO BE DISASSEMBLED AND/OR REASSEMBLED MAY REQUIRE 3RD PARTY SERVICING OR ADDITIONAL LABOR AND SHOULD BE DISCLOSED TO YOUR ESTIMATOR AND INCLUDED IN YOUR ESTIMATE. DISCONNECTING AND/OR RECONNECTING OF APPLIANCES IS NOT INCLUDED IN THE *****. REASSEMBLY IS SUBJECT TO THE AVAILABILITY OF TOOLS AND/OR ALL PARTIES BEING AVAILABLE. THE PACKING AND UNPACKING OF BOXES IS ONLY INCLUDED IN THE ***** IF IT IS ITEMIZED IN THE PACKING AND UNPACKING SECTION OF YOUR ESTIMATE; ALL MATERIALS/LABOR FOR UNDISCLOSED ***** WILL BE EXTRA.

  With this been said we apologize that you did not have the experience you were hopeful to have, thank you for reaching out to us.
  
  

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17584842
  
  I am rejecting this response because:

  Sales person (*******************) fraudulently represented thems as a moving company, not a 'broker'. I have the emails if youd like them. 

  
  No one contacted me before move until I asked for a manager, then someone called to review my inventory over the phone less than 24 hours before pick up. 

  
  I paid $2,000 just or a ******* Ive never seen or talked to and no one will give me his name or contact info. Ive never had a *******. 

  
  Movers had no tools with them on pick up and at one point I saw they were using one of my butter knives they had taken out of a drawer. Later I saw they had found my drill and other tools that were in a cabinet and were using them without my permission. They knew they had to disassemble my furniture so why would they bring no tools? And I dont appreciate people going through my cabinets and using my expensive tools without permission. 

  
  My stuff was loaded onto the 26 truck I rented and then taken somewhere and unloaded into storage for a month. I never gave permission for my stuff to be put in storage. The moving company refused to tell me the location of my belongings but said they would tell my lawyer if he contacted them. Why does my lawyer get to know where my stuff is and I dont? I was told my truck (which had only my stuff) was driving directly to my new home, 3-5 days. Ended up being 5 weeks. I have emails to prove this. 

  
  No one will give me a customer service supervisor name or sales manager name and contact info. They put me on hold and then hang up on me or tell me the manager isnt there. 
  I have asked both companies to provide their attorneys information to start arbitration and I get no response. *** asked for a claim form many times to both companies and neither have responded yet. Almost all of my furniture is broken and/or damaged. 

  
  It was delivered by a truck driver and his 16 year old son who asked me if I knew anyone who could help unload my stuff. 
  I paid for **************** which I did not receive. My furniture was not reassembled on delivery and my mattress is still on the floor. 
  
  They said I had more stuff and charged me more when I went over my whole inventory in detail the day before.

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

  Business Response

  Date: 09/29/2022

  Dear *****************,
  
  Our status as a broker is clearly outlined in all of our paperwork, on our website, on the department of transportations website, etc. At no point did any staff tell you we were a carrier; to wit, our fees outline the hiring of the carrier and ******* on your job, as you have pointed out repeatedly. Your belongings were not put into storage, they were brought to a central distribution hub to be packaged out for delivery. Nor did any staff promise you that the truck would be going directly from your pickup to your drop off. Our records indicate that you spoke to customer service on 9 different occasions, so we're unsure why you are saying that no one ever answers the phone, as this is wholesale not true. We do apologize if you feel the service was not what you wanted, however all of the details are/were gone over with you, and outlined in the contract that you signed, acknowledging that you read all of these details and agreed to all of the terms and conditions.  Thank you.

  Customer Answer

  Date: 09/30/2022

   
  Complaint: 17584842
  
  I am rejecting this response because:

   

  The sales rep DID represent this company as a MOVING company not a brokerage, I didn't know I was being duped and needed a lawyer to review the contract. I WAS promised a 26 foot truck that would go directly to my new home and I have the emails to prove it. This company is very unethical.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/24/2022

  This complaint has been responded to and the appropriate documentation has been provided. The claim is inaccurate and the call logs indicate just that. Any issues the customer has with the carrier directly should be addressed with them directly. All of the email correspondence as well as the contract that the customer signed shows a clear acknowledgement that we are a broker. The call logs contradict the claims that we stopped answering her calls. 

   

  4. CUSTOMER HAS HIRED **********************. AS A MOVING COORDINATOR/SHIPPER AGENT/BROKER AND NOT TO HANDLE OR OTHERWISE PARTICIPATE IN A MOVE AS A CARRIER IN ACTING AS A SHIPPER AGENT ONLY, NATIONAL MOVERS LLC IS NOT RESPONSIBLE FOR ANY ACTS OR OMISSIONS OF THE CARRIER OR ITS EMPLOYEES OR AGENTS. CUSTOMER MUST PURSUE THE CARRIER FOR ALL CLAIMS FOR PROPERTY DAMAGE AND PERSONAL INJURY OR DEATH, INCLUDING WITHOUT LIMITATION, ANY CLAIMS FOR DAMAGE TO PROPERTY, LOST OR STOLEN GOODS, DELAYED PICKUP OR DELIVERY, ACTIONS OF ESTIMATORS, DRIVERS, PACKERS OR MOVERS, OR OTHER TYPES OF CLAIMS. NATIONAL MOVERS LLC WILL ACT ON BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THE CARRIERS MAXIMUM LIABILITY IS LIMITED TO THE LESSER OF THE FOLLOWING: (A) THE AMOUNT OF THE ACTUAL LOSS OR DAMAGE, (B) AN AMOUNT EQUAL TO SIXTY CENTS (60 CENTS) PER POUND MULTIPLIED BY THE ACTUAL WEIGHT (IN POUNDS) OF THE LOST OR DAMAGED ARTICLE; OR (C) THE LUMP SUM DECLARED VALUE.

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  Electronic Signature:
  I hereby confirm my signature on the following document: By applying your electronic signature you are confirming acceptance of all terms and conditions set forth within this agreement. If electing to cancel your move with National Movers LLC., written notification must be received no later than 72 Hours from the time of booking or reserving your move. Cancellation requests received within 72 hours from booking or reserving your move, will receive a full refund, minus 10% due to incurred merchant fees. If more than 72 hours have passed from booking your move, the deposit is non-refundable.
  
  Document Emailed On: Thursday, 06/09/2022 03:21:27 PM (ET)
  Document Signature Name: ***********************
  Document Signature Email: ********************
  Document Signature Date: Thursday, 06/09/2022 03:26:00 PM (ET)
  Document Signature IP Address: 142.254.65.8
  Internet Browser: FireFox

• Initial Complaint

  Date:07/06/2022

  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.

  National Movers arrived on 5/18 to address in *******, **, for a household move to ***********, **. They have failed to deliver the items and are now avoiding returning calls. We would like our home goods delivered per contract.National Movers Reference No: X8005957 National Movers ************************************************************************************ DOT: ******* MC: ******* Rep:***** ******************** (CS) Direct:************** Email:************************************** Web:https://thenationalmovers.com

  Business Response

  Date: 07/12/2022

  We would like to thank you for reaching out to us on this reviewer platform. We have read your complaint and you have been in contact with our customer service department to resolve this issue. They have spoken to the carrier on your behalf to identify the *** for the delivery of your goods. Should you have anymore concerns, please continue to reach out to our customer service team to handle the correspondence with the carrier. Thank you.

• Initial Complaint

  Date:06/27/2022

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Paid nearly $1,500 deposit (two different payments) for movers to relocate ** from ** to **. A Penske truck arrived with no moving company name on it, no documentation of the movers name except a hand scribbled folded piece of paper. I was told right away I needed a bigger truck - I had more than quoted and this would be more money for the move. I spoke to the ** Manager (****) the day before the move to go through everything on the inventory list again and he stated an second payment would be needed for additional items which I paid. They can not go back and say it was an ESTIMATE when we walked through everything 24 hours prior and I was assured we were good to go on space. The truck that arrived was half full with some other customers items. I called National Movers multiple times on 6/25/22 for help and I received ZERO help or calls back. I was assured by these drivers an empty would be back within an hour to load us - never happened. I spoke to a ******* in **************** finally who was so unprofessional and threatened to cancel my move. I asked for a call back from her manager (whom she claimed was Will) - that also never happened. I want a full refund issued to me. This business should be investigated by *************, ** and SHUT DOWN. So many negative reviews stating the same thing I am stating today. This is not an ethical business and clearly they prey on people. Complete SCAM ARTISTS!!!

• Initial Complaint

  Date:06/14/2022

  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.

  Hired this moving company to move my belongings **** miles across country. On the day of the scheduled move they wouldnt answer any of my phone calls or emails. At the end of the business day, they stated they didnt have anyone available and would try again the following week. I had already paid $902 deposit to secure the movers for my scheduled move date. After 75+ attempts to contact the company via email, text, phone calls and voicemail to and from multiple different numbers, they avoided all communication and left me stranded. Since my apartment lease was ending, I had to vacate my previous residence and rent a uhaul to move my belongings. Now, the company will not refund me the money that I paid for services that were cancelled and never provided. After looking at reviews in multiple different websites after the fact, it appears this is fraudulent company that scams their customers by pulling this. They get your money, schedule a date, dont show up or call you back, wait for you to be in a position where you have no other option, and then call you a week later saying the movers are now ready but youve already had to move yourself based on the schedule provided and since a week after the fact you are now denying their service so they wont refund the money. Their customer service is not legitimate. This company is a scam and all should be warned so they cant steal anyone elses money.

  Business Response

  Date: 06/15/2022

  Thank you for using this platform to address your concerns. We are sorry your move did not go according to plan, however we attempted to service your job on three separate occasions, and you denied service three times. After reviewing the records, you were responded to repeatedly by our customer service team, and after each time speaking with them, you contacted the company by every available means other than speaking with our customer service team who was attempting to resolve your issue for you. We wish you the best.