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:06/13/2022

  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.

  THE WORST EXPERIENCE OF MY LIFE!!!! -Move day: 5/19/22 -Money paid to company: $8,800 -out of pocket expenses $2300. We booked the move for 5/18/22 and 5/19/22. I paid my $1900 deposit and ***** assured me that the pics I sent him were accurate and the total cubic square feet of my inventory for the move would not fluctuate much. Fast-forward to moving day, at 9pm on the 18th I get a call from the driver telling me they ran into a problem and could not pick up our stuff until 5pm on the 19th. They arrived at 5:40pm on the 19th. The mover told me that we had DOUBLE the inventory we told National Movers (which is a complete lie). I even have text messages to ***** with pics of everything. I was also told that I would have to pay an extra $500 for bulky items which is the refrigerator. Why was I not told this initially??I also learned that the moving company hired a 3rd party (Your Way Movers- who are ALSO HORRIBLE) to move so the blame game started. After multiple attempts to contact someone with either company, 2 guys show up. At 9pm they inform me that everything will not fit onto their small truck.Since we had to be out of our house on the 20th at 10a because the new owners were taking ownership,my husband had to rent a 26 ft **haul at 9:30p($1600) and we had to load everything ourselves until 3am in the morning. I also had to fly my daughter in ($330 airline ticket) to drive one of our cars to the 700 mile move because my husband had to drive the **haul. Fast forward to delivery I was told delivery would happen on Sunday the 22nd. I told ***** that we HAD to take delivery on the 23rd because we were not closing on our house until the 23rd. The dispatch guy (***) told me that was not possible and it did not state that in the contract. He told me they would have to charge an extra $1000 to keep our stuff an extra night. Fortunately, we could move in on Sunday. A number of our items were damaged. TO READ IN FULL DETAIL SEE ATTATCHED DOCUMENT!

  Business Response

  Date: 06/14/2022

  Thank you for using this platform to address your concerns. It is stated in the contract that the customer reviewed and signed that we are a moving brokerage, and not the actual movers ourselves. Based on the information provided it is evident that the amount of cubes did exceed what was identified on the estimate. If the carrier was unable to fit everything on their truck and a U Haul had to be utilized for the rest then the cubic footage on the original estimate were less that the actual size of the inventory. With all of that being said, this complaint is in reference to Your Way Movers, the carrier themselves. We ask that this complaint be removed as this is in reference to issues with the carrier that completed the job. Thank you.

  Customer Answer

  Date: 06/14/2022

   
  Complaint: 17329826
  
  I am rejecting this response because:
  
  It started with National Movers. Here we go with the blame game again.   They did not mention one time that they were a brokerage company. If this wasnt a scam, the three employees I spoke to with National Movers would have openly let me know they were a brokerage company. Instead, I had to search for it in small letters on the contract.   If I would have know about this when I spoke to the first person (*****), I would  have never booked with National Movers.I have ***** on a recording stating that the price of my move would not fluctuate much. It doesnt say much about your company hiring a horrible 3rd party company (Your Way Movers).  After reading all of the negative reviews on BBB, I will not take my review down.  People need to be aware of your company. No one deserves to be scammed like we were. Like I mentioned before, this is the worst experience I have ever had with any company in my entire life.  I felt like a victim of a crime and there wasnt anything I could do about it since we had to be out of our house the day after the movers showed up. You had us exactly where you needed us. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/15/2022

  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 such our operations are to provide customers estimates and coordinate a pick-up with an authorized motor carrier as explained within our estimate.

  As stated in the contract that was reviewed and signed.

  "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."

  "CUSTOMER HAS ELECTED A "BINDING TO NOT EXCEED" PRICE, 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." 

  When the carrier arrived, they proceed to do a revision as required to do so when they see a change to original estimate made by the shipper/consumer. We do apologize if you may have overlooked these sections that discuss these matters. 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 about this so we can help you understand what to place and why.

   

  Customer Answer

  Date: 06/15/2022

   
  Complaint: 17329826
  
  I am rejecting this response because:

  This will be the last message I send on this complaint.  I do not accept the response.  Again, as long as this complain is posted on the BBB reviews, I hope other read this and choose not to use National Movers.  I understand the contract but nothing I read in your response did the rep ******* explain to me.  I am not the only customer who has had this problem with your company. I know this based on the same type of reviews from others.  You may want to explain a little more clearly when you are speaking to a potential customer.

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

• Initial Complaint

  Date:05/23/2022

  Type:Order 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.

  On May 5th 2022 I signed a contract with National Movers for a move to ****** **. $3,972.48 was the total price. Pickup was supposed to be on 5/13. I paid $1,884.83. On 5/12 ******************* called and we went through the inventory items one by one. On 5/13 a company call Carefree Movers showed up. National gave them the job. They went through the inventory said it was heavy and I owed $4383.08 more for a total of $6267.91. I paid $1583.08 since that was my last day in place and had no choice.Now instead of the final **** being $504.57 its $2800 and Im stuck without any furniture etc. by item before 5/13. A company called Carefree Movers showed up . National Movers passed it off to them.Now ( 3 hrs late) .

  Business Response

  Date: 06/07/2022

  Thank you for using this platform to respond. As stated in the contract that you reviewed and signed, you were given a binding estimate based on the space on the truck you were going to use. The price does not adjust unless the articles that are being moved increase. The adjustment in the cost was based on that. Also in the contract you reviewed and signed it informs you that we are a broker and not the physical movers. Any concerns you have with the identified carrier should be addressed with them as that is not our company. 

  Customer Answer

  Date: 06/07/2022

   
  Complaint: 17245635
  
  I am rejecting this response because: National Movers sold my move to Carefree Movers. That was not the deal that I signed. Just because they did not physically 

  make the move does not make them clean of liability.  I was $3972.48 from National Movers and they agreed to that.  Reference # X8004401. The final total was $6267.69.  That is a 37% increase

  that was implemented AFTER my belongings were on the truck.  That's the same as being held for ******. My options were limited after that.  That price would have put them way over everyone 

  else's  quotes and I would not have signed the deal in the first place. Terrible business, very unethical and you cant get a straight answer from anybody. **************** hung up on me twice 

  when I was looking for answers and two movers were standing right in front of me. The job was agreed upon at $3972.48 not $6267.69. ( $2,295.21) I deserve the difference and this company needs to be help liable.

  False advertising, lack of ethics and basically a very shady experience  from everyone in that company.   

   

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