Complaints

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

• Initial Complaint

  Date:03/06/2025

  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.

  They introduced themselves on the phone as movers but they are just brokers, they don't have any inventory of trucks and stuff.They forced me on the phone saying that they can't lock to price and forced me to pay absurd amount of deposit 50% of the actual moving cost They introduced themselves as new start relocation but both websites show the same address *************************************, **********************************. Why there are two companies/name in the same address?They send me a review website for me to verify but I realized that website doesn't take any independent reviews. They match me with a random moving company which has not good online reviews When I try to cancel they said will only return ~20% of the deposit back! my move-out date was 15 days later.Fraudulent behaviors. I reported them to my credit card I am waiting for a full refund.

  Customer Answer

  Date: 03/06/2025

  This company uses another name "New Start Relocation"
  
  *************************************
  ***************************************
  
  These are the same address and same companies. You should newstartrelocation company in BBB system and merge their reviewers. Because otherwise people cannot find these complaints. This was a common tactique  for these kind of shady businesses. When they start to get bad reviews they change their names.

  Business Response

  Date: 03/11/2025

  Dear Ekin,

   

  
  Thank you for reaching out. We acknowledge the concerns youve raised regarding the moving service you booked with us. We take customer feedback seriously and would like to clarify the situation.
  As previously mentioned, we have already refunded $2,000 of the deposit you paid in order to remain good faith. This refund represents a significant portion of the deposit, and we believe this is a fair resolution given the circumstances. Unfortunately, we are unable to offer a full refund as requested, in accordance with our terms and conditions, which were clearly communicated during the booking process.

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23030004
  
  I am rejecting this response because:
  
  The person on the phone introduced themselves as end-to-end movers with +10 years in business. They told me they will be doing everything from pickup to delivery. They forced me to pay a huge amount of deposit $4142 for my move on the phone by telling that they will not keep their discounted price. However, I later learned that the "New Start Relocation" (also uses another name EAGLE MOVING GROUP INC) is actually a broker. I realized this when they send me COI which has another moving companies' name. This is the time when I request full refund of my deposit back, but they said they will only give 20% of the deposit $842 of $4142. ******** did not mention any cancellation fee to me. Just made me click stuff on the documents he sent. The contact person ******** told me that he will be always my contact for all stages of the moving, however later when I email/call every time a new person replied to me, never had a chance to talk with ******** later on. Because they use two names or maybe changed the name later it was hard to find correct reviews. I later find EAGLE MOVING GROUP INC has 3.1 point on Better Business Bureau. On the phone, ******** had sent me another review website, which I later find that this review website takes advertisements and it is not an independent reviewer website. Complaints on independent review websites were terrible --- and consistently about charging way more after loading furnitures into the truck which I later learned is a common practice in these kind of shady broker firms. But on the phone ******** told me the offer the final price. I am waiting my full refund from this broker company.
  
  Sincerely,
  
  Ekin Akyurek

  Business Response

  Date: 03/20/2025

  Hello,

   

  Thank you for your patience. Taking a look into your account it looks like the refund in the amount of $2000 was returned to the method of payment.

   

   

  If you have any further questions please feel free to reach out to our team

   

  Thank you. 

• Initial Complaint

  Date:02/22/2025

  Type:Customer Service 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.

  BBB VS Eagle Moving Group State of Florida -Complaint-02/22/2025 THIS ITS AN ADDENDUM FROM REQUEST 02/21/2025 - On 02/21/2025 I send another request for a complaint against.. Eagle Moving Group. here are the details: Eagle Moving Group Inc, *****************-540-2992 ********************************************* ***************************************, US DOT: ******* MC: ********. Yesterday contact them again because the last customer service on the 02/20/2025, said will contact me and then i call customer service, and spoke with this staff from Eagle: $1085.00 - - 1150-900.00 02/20/2025 *****-***** Customet serice $2,340.00 still wants. Receive a call from a CSR advising need pay the half of $2.300.00 and i said i dont wasnt the amount was ********* said me. the call again Then call again an *****- Customer #******* still wants advice need pay $1130.00 per moving and said NO its impossible and he said c ant use the deposit because was for year 2024. NEVER RECEIVE a callback with a good deal according *****.02/21/2025-Customer Service ******* .. Explain the situation and she will trying to find someone can assist me. She transfer with ***** a supervisor and we discuss this issue in not good way both and ask for return my $900.00 and he advice after im going dont sign the Cancellation form. I ask him how much can be he said he dont know, need to wait for the accounting department. Then after receive the cancellation request decided dont process signing because the service never complete and still have a signed agreement since 04/28/224.

  Business Response

  Date: 03/11/2025

  Hello,

   

  Please advise that in order to cancel out the order properly we need a cancellation from filled out and sent to our accounting team that way they can review your account for any refunds applicable.

   

  I have resubmitted the cancellation request. 

  Let us know if you need any assistance. 

   

• Initial Complaint

  Date:02/10/2025

  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.

  I have all the documents and original quotes, but I can't upload Eagle movers, aka new start relocation, aka ******* movers or whatever is the pyramid scam they have going on is the most unprofessional company ever, and you never know who you are talking to.First, they give you a quote, and just on arrival, when all your things are packed, and you are sold out, they tell you they need more 2cub of the truck space, and they charge you more money on the go, almost ***** dollars in my case. The sales person ******** lied, she told me the move from ******** to ******* could be done in 2 days, and during the move-out they told me no way, and I'm still waiting here to know when my things will be delivered. They kept kicking the ball, taking no responsibility to the initial commitment, and here I am with an empty apartment and no answers, no delivery date, having paid a lot of money without any clear explanation.I've been chasing them for days, and no response, or very rude comments, saying the truck is in *****, and that my stuff will arrive many days later. Also, they only accept cash or money orders on delivery, and they give you a sheet of extra charges.

  Business Response

  Date: 02/28/2025

  Hello,

   

  
  Taking a look into the account we have resolved this issue with the customer and have issued a $300 settlement in order to remain good faith and the customer has accepted this. We are currently assisting her with her claims as well.

   

  
  Thank you for your patience. 

• Initial Complaint

  Date:01/27/2025

  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 listed and sold my home much faster than expected so had very minimal time to locate movers, unfortunately selected Eagle Moving Group. ******* is the salesperson, but do not believe that is her real name. She sent to following email, "Okay, If there is anything that I can do to earn your business with this please let me know as I know that I will make sure that you have a great move experience and also be a guide and asset to you through the process. Thanks". After signing the documents, paying the deposit, ******* would not respond to emails, phone calls or texts. The estimated moving costs for a 2 bedroom townhouse with a basement that was not fully furnished was $7,565. The movers, U.S. Prime Movers, are not listed on the Eagle Moving Group website as they should be per the *****. There are multiple breaches of contract. The services to be performed included all furniture will be wrapped in moving blankets. Two moving blankets were used and they were both my blankets. The movers increased the price two times, and still has not provided details after requesting at least 20 times. ***************** had me write checks to ************* which is not listed within the ***** database. ***************** would not accept credit card payment as stated within the contract. I was charged the same price for boxes that I packed vs boxes packed by U.S. Prime Movers. I have been charged twice for the same items. My belongings were padlocked in the delivery truck until I paid an additional $1,800, which they will not provide details. There are no moving stickers on any boxes and the majority did not list the room. The inventory sheet lists "Box Assorted". ***************** said they used the Eagle Moving Group tariff, but neither will provide. **** called me a liar regarding the delivery. Two of the men that unloaded the truck had to be physically restrained twice. Not professional movers, side job. Damages. I tore my wrist tendon moving unlabeled boxes requiring surgery

  Customer Answer

  Date: 01/28/2025

  The contract with Eagle Moving Group states that any issues related to additional charges is to be discussed with the carrier, U.S. Prime Movers. The loading manager and the driver to unload my household goods continued to tell me that they would provide a contact, but never did. I requested a contact for U.S. Prime Movers from ****** multiple times, but she ignored. Each time I questioned a charge that is obviously incorrect, she would not respond. I have been informed by ***** ***** that she is no longer with the company, so I have discussed with him a few times. He informed me that Eagle Moving Group works on these issues on behalf of the movers all of the time even though the contract states otherwise. I have provided photos of damages to ****** and now to *****. I sent ***** an email dated January 18, 2025 and he is no longer responding. U.S. Prime even charged me for items that I moved in my personal vehicle. The loading manager told me how much I would tip each person. Each person that I have interacted with at Eagle Moving Group seems sincere during the initial contact, whether it be a phone conversation or an email exchange. Then, they either disappear or in ****** and ****** case, totally ignore what you are trying to explain as they speak over you. As ****** told me one day when I tried to explain a duplicate charge, "I bet you thought you had a gotcha, didn't you?"

  Business Response

  Date: 02/10/2025

  Hello,

   

  I have attempted to reach out to you today in regards to your order/claims. Please feel free to reach out to me at your earliest convenience at ************.

   

  Thank you. 

  Customer Answer

  Date: 02/13/2025

   
  Complaint: 22861474
  
  I am rejecting this response because:  I did not have a voicemail to return a call, nor do I know who called, per the business response.  If the business had been kind enough to leave a voicemail and contact name, I would have returned the call as soon as possible to hopefully resolve this matter.  I do not see a contact name on the response to the Better Business Bureau, so I am unable to determine the person to call.  
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 02/25/2025

  Hello,

   

  
  Mr. ******, This is *****. The same person you've been speaking to in regards to your compensation. Please feel free to give me a call whenever. I was currently waiting on your decision about the settlement amount. 
  
  Thank you. 

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22861474
  
  I am rejecting this response because:

  Attn: ***** *****

  An initial settlement has been presented verbally via phone. I requested details related to the proposed settlement, so that I can provide an answer whether the proposal is acceptable. 

  The proposed settlement is a portion to be paid by Eagle and the remaining by US Prime Movers. The proposed settlement from US Prime Movers, based on my information, remains short of the over charges, the duplicate charges, and I have not been provided details for charges added that only included an amount of cubic feet. I have been requesting the details for months without receiving any information. I still have not received the tariff, which I have also requested multiple times. 

  This request appears to be following the previous requests for details. 

  I will consider reviewing with possible acceptance, if the additional charges above are addressed. I am sure that everyone is ready to finalize and move on. Thanks
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 03/11/2025

  Hello,

   

  Mr ******, please understand that all the charges were reviewed and are qualifiable as previously explained. We have offered a settlement in the amount of $800 to remain good faith and the carrier US Prime has offered $1200.

   

  Please let us know if you would like to accept this settlement in order to remain good faith from our end.

   

   

  Thank you. 

  Customer Answer

  Date: 03/12/2025

  There are a couple of things that I failed to address when responding to information provided by ***** from Eagle Moving Group.  ***** had provided a verbal offer where a portion would be paid by Eagle Moving Group and the remaining by US Prime Movers.  I informed ***** that the amount proposed does not cover the $850 overcharge for shuttle services, duplicate charges, and several items triple charged.  I also informed ***** during our discussion that details related to charges for an additional 574 cubic feet and an additional ***** cubic feet of household goods that US Prime Movers stated was not included in the estimate.  The charges for the additional cubic feet, which they have failed to provide a list of the household goods that make up the 574 and ***** cubic feet.  The charges for the unproven additional cubic feet are $1,635.90 (574 cu ft) and $3,494.10 (***** cu ft).  I have been trying to obtain information since early 2024 and have received nothing.  The same regarding the tariff, nothing has been received.

  Customer Answer

  Date: 03/23/2025

   
  Complaint: 22861474
  
  I am rejecting this response because:  

  First, I appreciate the offer, but I am confused with the phrase "remain good faith".  If good faith had been at the forefront all along, we would not be having these discussions.  Second, I am perplexed to how the numbers were verified by the staff working at Eagle Moving Group ("EMG") and/or US Prime Movers.  I have reviewed several areas of the charges and it is easy to determine that the numbers are not accurate.  

  I had requested detailed information from Yurii the day of loading for two charges.  He stated they had already started loading, but would provide the details.  Since then, I have sent a minimum of six requests, and have received no information for the following charges:

  1,226 Cubic Ft  - Charges $3,494.10

  574 Cubic Ft - Charges $1,634.90

  Material & Packing Charges  $1,038

  Extra Packing Charges $574

  TOTAL ADDITIONAL CHARGES  $6,741

  A portion of the Total Additional Charges may be valid and another portion invalid, but there is absolutely no way for me to determine, since the information requested multiple times along with the tariff that has been requested multiple times will not be provided.  Not sure what the big secret is that the information is not readily available along with the willingness to provide and get this behind us.

  There are specialty types of boxes charged at higher rates than the standard boxes.  I normally would have no issue, but the problem is that no specialty boxes were used during packing.  Maybe just me, but that is pretty blatant that there is no respect for the customer, and probably not the first time this has occurred.  Not sure what I expected when I asked Yurii, move manager, if the primary bedroom closet had been packed up yet.  His response was; no, take that wardrobe box to the bedroom and pack it up.  

  The Commercial Game (Foosball) Table has been charged three times.  I am using 36 Cubic Ft to calculate.  Based on this number, you charged me $102.60 plus Misc Bulky Item Fee $300 plus $102.60.  I can only guess at the first and third numbers because once again, the information will not be provided.  Add an additional $125 locksmith fee due to Yurii locking the keys inside the table.  GRAND TOTAL CHARGES FOOSBALL TABLE $630.20.  I believe that I can show and prove this number to almost anyone, other than your respective companies, and they would agree that something is terribly wrong and quite possibly enough to review many other items as well.

  There should be no additional charges associated with the grandfather clock.  I opened the box where you staff "so called" packed the 200+ year old hood, faceplate and gears.  All he did was place it in a box, remove a decorative pillow from my sofa to lay on top bending the arms, then taped up the box.  This is not even close to a professional move.  It seems that the crew does not care what is damaged.  Unbelievable. 

  The Household Goods Descriptive Inventory Sheets have a total 101 boxes.  The combined number of boxes for EMB and US Prime Movers totals 127.  If you take a weighted average charge between small, medium and large boxes, it equals $610.35.

  The majority of the Additional Household Goods Items List of the Onsight New Binding Estimate is incorrect.  Credits are due for these charges.

       Lists Chair table desk (4) - there are no additional chairs, tables or desks.  All have been accounted for and the only desk was completely destroyed.

       Patio furniture (4) - there is no additional patio furniture.  All accounted for previously  

       Bedroom Dresser (2) - no additional, accounted for by EMG

       Wheeled box (2) - there are no additional wheeled boxes.  I purchased 8 and EMG has accounted for all 8.

  I am happy to be more thorough in an additional review, if you would like to provide the detailed information and the tariff.  If not, then I reject the $2,000 offer that you provided earlier and agree to settle for $4,000 via transfer into my PNC checking account by March 31, 2025, 5:00pm EST.  If you are agreeable, I will provide the routing information, Zelle information, ******, or Venmo.  If you are not agreeable, then we will move to the next phase and have someone make a ruling.  If this is the route we decide, I will assure you that I have over ten pages of documentation to present.  I look forward to your answer by March 27, 2025, 5:00pm EST, and the possibility of closing this out.  
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 04/02/2025

  The dining table legs laying on top of an antique work bench without protection, so it received a few scratches.  The table legs should have been in the dining room and not the living room.

  Commercial Foosball table - I spoke with the move manager four times regarding his request to place the table in its side. I said no each time and explained that it will damage the legs by tilting it over.  I leave the room for a few minutes and this is what I see upon my return.  Table not as stable and he locked the keys inside the cash drawer.  Charged two times for moving and once for bulky item, so the total to move the table is >$600.00.

  Antiques - this is how they moved this tool box.  Wrapped tape around a circa 1875 tool box.  This was not placed inside a moving box or wrapped in a blanket.

  This is a picture of my garage.  Very few boxes had the room identified where packed, so they were placed in the garage.  This is what they call a professional move.  I do not think so in any form or fashion.

  Business Response

  Date: 04/08/2025

  Hello,

   

  Per our last correspondence you were requesting a settlement amount of $1800. We have offered you a total of $2000.00. Your carrier has offered $1200.00 and we have offered $800.00 all together that would make your settlement over the desired amount in order to remain good faith. Please feel free to reach out to our team if you would like to proceed.

   

   

  Thank you for your patience

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 22861474
  
  I am rejecting this response because:  the answer provided by Eagle Moving Group is 100% false.  I have attached the email string where anyone can read that I have never requested the amount you mention as the total settlement. You have addressed zero items via your responses.  As I previously mentioned, there is a complete and utter disregard of good faith on the part of Eagle Moving Company and yourself.  The only response thus far has been that I should trust you and the fraudulent charges as being accurate without even an attempt to provide the slightest bit of evidence that could possibly refute the information that I have provided.   

  The following is to provide information that proves the total disregard of good faith on the part of ***** on behalf of Eagle Moving Group.  Please read the excerpt listed below taken from the email I received from you dated December 26, 2024.  

       "We are committed to providing you with a fair and transparent response, and we will ensure that you receive the necessary documentation, including the full tariff and the details youve requested."

  As of today, one hundred five (105) days have past since I received your email dated December 26, 2024.  I would like to provide an update regarding only the email excerpt listed above.

       1) Has the commitment to provide a fair and transparent response been completed?  

            ABSOLUTELY NOT, THERE HAS BEEN NO ATTEMPT TO PROVIDE

       2) Has the commitment to ensure the receipt of necessary documentation been completed?

           ABSOLUTELY NOT, THERE HAS BEEN NO ATTEMPT TO PROVIDE

       3) Has the full tariff been received?

           ABSOLUTELY NOT, THERE HAS BEEN NO ATTEMPT TO PROVIDE

       4) Have the requested details been provided?

            ABSOLUTELY NOT, THERE HAS BEEN NO ATTEMPT TO PROVIDE

  I am requesting a "yes" or "no" response to the counter offer I proposed within my previous response.  I would think that ***, US Prime Movers, may like to respond. 

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

• Initial Complaint

  Date:01/03/2025

  Type:Product 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.

  Full details are attached. I have the moving documents, but your site won't let me upload them. Please reach out and I will gladly send them your way

  Customer Answer

  Date: 01/08/2025

  These are additional documents that I wasn't able to submit the first time around

  Business Response

  Date: 01/22/2025

  Hello,
  
  
  I attempted to reach out to you earlier in regards to your order. Please give me a call back at your earliest convenience. I understand you were concerned about your experience and I would like to take the time to assist you. 
  
  
  Thank you. 

  Customer Answer

  Date: 01/31/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******-******

• Initial Complaint

  Date:12/28/2024

  Type:Sales and Advertising 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.

  I had filled out an inquiry from an ad on ******** for movers & this company operating under New Start relocation reached out to me along with over companies. I asked ****** if this was a company that hires the movers she told me no they are a moving company & sent me an email so that I can see the reviews. I provided her with the date I wanted to have my things delivered 12/27/24. I specifically stated this was the date I needed to have my items. She ensured me that I would have it by that date as I had called other movers who could not fulfill that date requirement. My pickup date was supposed to be 12/24 but **** called me on 12/21 stating they were picking up my things in 12/23. I said okay then I will have my things ready by then. They picked up my things on 12/23. I had to pay an additional $1200 due to them saying I had more items which I did not but accepted because they were already packing my items. I drove down from ct to ** on 12/26 to be there for my delivery on 12/27. 12/27 came & I hadnt received a call from the movers with delivery time. I called the number ****** gave ********* kept telling me they need to speak to dispatch. I called several times this was the same story until last night ***** said they would either head out 12/27 or 12/28x I called this morning to confirm. The after hours service took my info & said someone will call me. I received a text saying that my things wont be delivered until after Wed Jan 1st & the movers will calm me Monday with delivery details. This company is not a moving company they are a broker. They lied about who they are and being able to deliver on the date needed. I have to work and I have nothing no clothes or anything besides air mattresses ******* kids are sleeping on.

  Business Response

  Date: 12/30/2024

  Hello *******,

   

  It was great speaking to you today. I am glad we were able to find a mutual resolution. We will be issuing you the refund your your settlement in the amount of $385.00 in order to remain good faith. If you have any additional questions please feel free to reach out to our team.

   

   

  Thank you for your patience. 

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22739507
  
  I am rejecting this response because:
  I still dont have a solid delivery date and Im speaking with ***** she offered $500 refund as part of a NDA. ***** was supposed to email me back with an email exchange from the delivery dispatcher confirming everything stated in her email. And who is *******? 
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 12/31/2024

  Hello,

   

  
  Please disregard the previous message as that was to another account. Your settlement amount is for $500 in order to remain good faith. I have sent you extra correspondence this morning in regards to your delivery date. We got confirmation from the carrier that the delivery will be taking place on 1/3-4. The driver will be reaching out to you 24 hours before hand and confirming the time frame with you per your carrier.
  
  
  Thank you for your patience. If you have any questions please feel free to contact me.

  Customer Answer

  Date: 12/31/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

  Customer Answer

  Date: 01/03/2025

  Good afternoon,

  the business gave me a delivery date of January 3 from 9-11:00 am and now they are saying January 4 from 9-11:00 am. I believe they are still giving me the run around and I would like to reopen this as its not resolved. 

  Business Response

  Date: 01/07/2025

  Hello,

   

  Taking a look at your account we have found a mutual resolution your refund in the amount of $500 was processed as well. If you have anymore questions feel free to reach out to our team. 

   

   

  Thank you for your patience. 

  Customer Answer

  Date: 01/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:12/17/2024

  Type:Order 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.

  On 11/17 after paying $700+ for a deposit, they picked up ALL OF OUR WORLDLY BELONGINGS (we are poor??). Two weeks following this after they avoided any contact with us and jerked us around as to where our belongings are, they had a nasty woman contact us to tell us that the pickup payment bounced and were paid $1100 two days later. Two weeks following this, they have still not delivered our belongings or provided any update that has a timeframe that is true, concise or anything resembling professional. Informed aforementioned rude woman that I am considering suing to get our things back and was informed that because I was not the person to pay the deposit that I cannot afford a lawyer. I want my items back undamaged, I want an apology for the way myself and my 70 year old near-deaf mother have been treated, and I want these things to happen immediately. Our service date was a month ago, this is wholly unacceptable.

  Business Response

  Date: 12/30/2024

  
  Hello *******,
  
  
  
  It was great speaking to you today. I am glad we were able to find a mutual resolution. We will be issuing you the refund your your settlement in the amount of $385.00 in order to remain good faith. If you have any additional questions please feel free to reach out to our team.
  
  
  
  
  
  Thank you for your patience.  

  Customer Answer

  Date: 12/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:12/06/2024

  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.

  New Start Relocation requires payment upfront. Then, they put your account on hold without permission. When asked about it, they apologize and then charge you a $1200 fee to reactivate the account. Next, they say the move will only take 5 days since the movers will be using a 26-ft truck. That sounds reasonable, so you agree and sign the documents.After the agreement is signed, the movers call. You find out that it will take at least 21 business days for an 800-mile trip. Why? They are taking all your items to a semi located 1000 miles away. Once the semi is loaded with other people's belongings, they will start the trip to the destination. It takes weeks to fill the semi. So, the December 15 delivery will not occur until January 13. After you complain about the extended delay, New Start Relocation contacts the movers and tells them to offer a five-day delivery for an additional fee of $1 per mile both ways! This $1 extra per mile is to be paid to New Start Relocation, not the movers. It's extortion, fraud, and morally wrong.

  Business Response

  Date: 12/17/2024

  Hello,

   

   

  Taking a look into your account it looks like we came to a mutual resolution and reached a settlement agreement in the amount of $420.00 to assist with any additional charges you have incurred with your move. If you need any assistance please feel free to reach out to our customer service team.

   

   

  Thank you. 

• Initial Complaint

  Date:12/01/2024

  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.

  Company broke and did not set up the furniture and asked for extra money.

  Business Response

  Date: 12/17/2024

  Hello,
  
  I am sorry to hear that you had damages to your belongings. I have copied the insurance information. You have up to nine months to file a claim with the carriers insurance and you can only submit it one time, so take your time. If you have any missing items, please send me over a list. 9/10 times the items are located and shipped accordingly.
  
  Please visit ************************************ to begin the claims process
  
  Toll Free: ************
  
  Toll Free: ************
  
  Fax Number: ************
  
  Email: ************************************************************************
  

   

• Initial Complaint

  Date:11/15/2024

  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.

  I cannot tell you what happened in this form. It is too long. I will upload the story. Basically I paid $1399 to lock in a moving price of $2500 and the increased it to $3800 anyway and when I tried to cancel they said it was too late and taunted me and tried to get me to do it anyway, long story. Tried to **** it, was told it was 2000+ characters too long.

  Business Response

  Date: 12/09/2024

  Hello *****,

   

   

  I attempted to reach out to you in regards to your order. Please feel free to reach out to me at your earliest convivence. I wanted to talk to you in regards to your order in depth and also find a mutual resolution. Please call me at ************.

   

  Thank you.

  Customer Answer

  Date: 12/21/2024

   
  Complaint: 22564130
  
  I am rejecting this response because: There is a phone number but no name. I will be calling the number during business hours, but I don't know who to ask for. This is part of the problem with these people. 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 12/30/2024

  Hello,

  We have reached out to the client multiple times to resolve this matter and the client will not speak to us in order to resolve. We have refunded the client $400 back to the card used for one of her payments and we are trying to do an additional $500 back, but client will not provide information needed to do the additional refund. If client could please provide further information needed by contacting our customer service department we will proceed with the additional refund.

   

  Thank you

   

   

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22564130
  
  I am rejecting this response because: I paid them $1399.30 by check, because I was told it was the only way to lock in the price of $2500 and I could let them know the date of my move later. When I let them know the date of my move, the price had gone up to $3400 because it was their "busy season". So they lied when they said I could lock in the price. When I pointed out the lie, they said they would be happy to cancel if I wanted, but it was too late to get a refund. He mocked me and taunted me and cajoled me to let him cancel and seemed delighted to do so, obviously because when people cancel because of their lies, they get to make $1399.30 for one twenty minute phone call in which they lie to you. So I am certain they are hoping people will cancel. But I HAD to be out of my apartment because it had been rented to someone else, and I didn't have anybody else to move my stuff. So I yelled that I did NOT want to cancel. So he charged me another $400. In other words I paid them $1799.30 to be lied to, mocked, taunted, and encouraged to cancel. I did NOT cancel. And I did NOT trust them. When I told my niece and a friend what was going on, my friend recommended another moving service and my niece sent me some reviews on Eagle Moving that really upset me. The reviews said they will pick up your stuff and keep it six weeks, and you will have to stay in a hotel. I did not want that to happen, so I called the moving service my friend recommended. They told me they would move my stuff for $2700 because it was their SLOW SEASON. And my friend said she had used them 3 times and they never put her stuff in storage for six weeks. So I decided not to risk it. I paid $1799.30 to be lied to, taunted, and mocked. Now they are telling me they have good news and they will give me $600 back. That is not good news. Paying $1199.30 to people who have lied to you and taunted you and mocked you and waited days and days to return your phone calls is not good news. It is theft and they should be in jail. If someone stole my wallet with $1199.30 in it, they would be arrested. But these people can call you on the phone, tell you lies, get you to pay money, then tell you there are no refunds for this mockery is an insult. I would rather hire a lawyer and sue than accept $600. I will see them in court unless they give me $1799.30 PLUS $1000 for emotional distress and heart ache. This should be a class action suit because it is happening all over the nation.   
  
  Sincerely,
  
  ***** ********