Complaints

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

• Initial Complaint

  Date:11/02/2023

  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.

  I contacted ACME Relocation thinking they were movers like *** Lines, Mayflower, etc and specifically told them I haven't moved in over 20 years and to go through everything. They NEVER once stated I was paying for them to hire movers or that there would be longer dates. They hired a company out of *********** to move us from ************ to *******. Green ******* hired someone to pack ** up in ************ that apparently went to their yard to be picked up by another company out of ************* and driven to *******, we found out later. They finally showed up with our property and even that company was laughing at how everything was broken and took pictures. The driver called his company and stated to stay away from whoever this was for them. I gave the driver a box that was not ours and then tried to call the other companies for any other stuff that would be ours missing and to pick up 2 more "tubs", a suitcase and table that was not ours and to deliver the rest of our things and can't get anyone to talk to us. Yes I kept numbers and each one states "I was just the driver" "I was just the packer" "we don't get involved with how companies are run"!!! I AM VERY upset over the "EXTRA" charging they did but I would really like my belongings and I won't even charge for ALL THAT they broke!! We even had to stay 2 weeks longer in a hotel and since it was day by day we were charged a higher price! We still can't find the legs to our kitchen table and we gave the packers and delivers a tip!!! Is our stuff stolen? Is it in a warehouse somewhere? is it at someone else's home?

• Initial Complaint

  Date:10/15/2023

  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.

  While packing up my belongs in ** the movers stole drinks from the garage. Left a bottle of soda in the freezer that burst. Threw empty bottles in the bushes. Asked for a tip from my friend who was present as I had already left.After unloading in **, I offered a tip and ***** complained that it was not enough so I doubled it. Shortly after they left I noticed my iphone charger was gone. After unpacking I realized an antique wall clock that I moved personally and was in the kitchen area is also gone. It is a family heirloom worth thousands and the movers stole it. My complaints to corporate have gone unanswered.

  Customer Answer

  Date: 10/16/2023

  I apologize for the "missing" clock. It had been moved and I did find it.

  However, the other information is correct and accurate and there is a third party witness to some of the complaints.

  Although they did a good job with the moving part, they are not trustworthy and I would never use their company again nor recommend them.

  They are thieves (stole drinks and an iphone charger) and shake down clients for exorbitant tips (10-15% of moving cost).

• Initial Complaint

  Date:10/13/2023

  Type:Product 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.

  5/31/2023 - signed a contract for a one way move from ******, ** to *************, ** (Apr. 4&5 ****) with the stipulation of being able to cancel anytime in writing (email)at least 5 days before the move with a total refund minus $210.00 6/1/2023 - sent a 50% cost of move as requested by Acme as the deposit ($4,200.00)from ***** *********** ****************, ** to NEWLEAFMOVINGGRO PURCHASE ****** 9/13/23 called Acme Relocation ************ to cancel my move. ******* answered and said to send a cancellation request to ******************************* with Job Ref# A7693509 - ******* and *********************************. She received it but said to address our refund of my deposit to *********************** (President of Relocation Management Group). ************. Her voice message mailbox was always full except one time, in which I left a detailed message. Other times, I sent her detailed text messages, with no reply. I've been actively seeking to get my refund since 9/13/24.on 10/Her voice mail box was always full, so I sent numerous text messages since 9/19/23 with no response back.I called Acme Relocation many times since with no answer. On 10/13/23 ***** answered at Acme Relocation and told me he was the answering service but took my info. He said the records show they received my cancellation notice. He would have someone call me about my refund. I called again today, 10/13/23 and **** answered and said Acme Relocation is no longer in service and they are filing for bankuptcy.

• Initial Complaint

  Date:09/25/2023

  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.

  It all starts with customer service.. they used almost 2 hours on the phone with me going through our entire inventory. We were moving from ** to **.. our given quote was $12,200. We were required to pay $5,100 up front.. (this was in beginning of ********** late August we call customer service and set up a pickup date for September 12. We were told the the "Quality control manager " would call us.. He did, we had to go through our entire inventory again with him.. when finished, Now our price was $34,000, which is an outrageous crazy price! So we had to cancel.. and they refuse to reimburse our $5,100!After being scammed by them, we found out that that is exactly what they do!! And they do it very well! I hope someone could shut them down!!

• Initial Complaint

  Date:09/17/2023

  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.

  Company was suppose to move me to ********, When the driver came he wanted to take pictures of all my stuff and asked for the deposit check immediately.Had no papers to show my inventory. I called the number on the truck he was driving and it was a private number to some guy with arabic accent that could hardly speak English,, I asked the driver to leave,,, he was hestient to do so. I called a friend and he said he would be right over.. that the company name on the truck was a scam...called EarlybirdTransportation of **. the driver heard me on the phone and hurried out the door.and got in truck and drove away. Then a man called me and asked if i was forfieting my deposit,, i said no. he said that the driver told him that a man on the phone treatened to get a gun and come over,,,which was a lie.

  Business Response

  Date: 09/18/2023

  All carrier's within our network are licensed by The ****************************, there are protocols that need to be followed upon the crews arrival for pickup. As they have to inventory everything that is put onto the truck. By refusing service from the carrier assigned to your move, the deposit is non-refundable this information is listed on your original contract. If you have any questions please call our office ********************. 

• Initial Complaint

  Date:08/16/2023

  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.

  02/2023 Contacted ACME Relocation to schedule a move from ********, ** to ************ at the end of March/beginning of April 2023. ACME subcontracted to Independent *** Lines for the move itself (they were not explicit about this). *** then proceeding to add additional charges beyond the initial quote and lost/damaged several pieces of furniture, and their unloading crew demanded an additional $175 before they would unload for elevator/long walk charge (I was informed there would be no additional charge by ACME for elevator use). ACME encouraged me to file a claim with IVL, which I did, but also told me that I would be reimbursed by ACME for the elevator charge upon IVL's resolution of the other claim. IVL had me file a claim with another business, CSI. I just received an email from CSI after four months that my claim was closed because CSI was no longer contracted by IVL. I called IVL, and they said they were cutting a check this week for my damages, but not for the elevator issue, and I would need to contact ACME. So I contacted ACME, they said they had new owners, and would no longer be honoring any claims made under prior ownership, and that I would have to seek damages from the prior owner. ACME's customer support agent was dismissive and rude, claiming that I had no understanding of the process since they are a ******* company, and since I'm in ****** I have no legal recourse against them. I am furious. I should note that IVL did not even complete the full services that I had contracted for, which included unloading and staging of any furniture. All three companies involved have been giving me the run-around, trying to avoid responsibility for their failure to delivery a quality service as contractually agreed upon.

  Business Response

  Date: 08/21/2023

  This customer signed a contract with ******************************************* ********* DBA Acme Relocation Group. Our office has attempted to assist the customer in resolving the issues to the best of our ability, however, this customer did not sign a contract with our company. 

  Business Response

  Date: 09/05/2023

  The contract the customer attached shows ******************************************* Group as the business name, different *** number as well. 

   

  Please remove this complaint from our company. 

   

  Thank you!

• Initial Complaint

  Date:07/25/2023

  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 received a settlement offer of $179 in regards to the damages the movers caused to my mothers belongings during her recent move.I am deeply offended by their offer. It is clear that they did not take my claim seriously, and are trying to insult my intelligence by offering me such a low amount.The damage that the movers caused to my mothers belongings was extensive. They broke several pieces of furniture, ruined electronics, and lost some of her most *********************. The total cost of the damage is well over $2,000.00 I am not willing to accept their insulting offer. I am requesting your assistance to demand that they pay the full amount of the $2,000 in damages.

  Business Response

  Date: 08/10/2023

  I have sent an email to <***********************************> previously in regard to this complaint. This customer does not belong to us. Please remove this complaint. 

  Thank you!

  Business Response

  Date: 08/21/2023

  We apologize for any inconveniences, this customer's contact information does not pull any records in our system. 

   

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20375932
  
  I am rejecting this response because:

  ACME Relocation
  ************************************************************************************
  
  Verification of Your Move
  
  Hello *******!
  
  This email is to verify all of the information on your file.
  
  Address Information:
  
  We have your pickup address on file as **************************************************************************
  
  We have your delivery address on file as Tbd-Customer Will Update Crete, ** *****
  
  Contact Information:
  
  ******* Jackson (Shipper) and ******* Jackson (Receiver)are the names that we have on file. If anyone else will be present at the pickup or delivery, we will need to know their names so we can add them to the contract.
  
  Pickup Information:
  
  We have your first available pickup date as 06/01/2023. Each pick up window is a range of 1-3 depending on scheduling. Please refer to your contract for your agreed upon pickup window.
  Estimate Details:
  
  We have your total estimate as $2797.91.
  
  This is based on 420 Cu.Ft.at $4.50.
  
  We have a deposit on file in the amount of $1015.00.
  
  Payment Details:
  The remaining balance will be split into two payments. 50% is to be paid upon pickup and the remaining 50% will be due upon delivery. These payments will be paid directly to the ******* at both locations.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/19/2023

  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.

  I scheduled a move for June *****th from *** ** to *********** **. I received my items July 18th.The company mislead me on several occasions. I have had issues with every part of the move.Most recently I had to rent a U-Haul on my own to meet the Semi Truck driver with my things. There is a "shuttle service" clause in the contract. The semi could not fit up my street. I had discussed this issue with the employee who set up my move. He assured me it would not be an issue. Then I was told I would have to create a way to get my things or pay them $460 to rent a U-Haul. When I contacted ***** customer service line, I got yelled at by a manager (****) who refused to let me speak. I did state that I followed the contract- which is If a Semi won't fit- to talk to them, which I'd done initially. She stated it was my choice how to proceed if I wanted my belongings.I have had to pay an additional $239 currently for the Uhaul. It was supposed to be a door to door move, yet I am having to unload the truck on my own now They have been untruthful with me every step of the way, and I was lead falsely into signing the contract based on verbal agreement they are not upholding. I am still trying to reach out to ACME customer service to see if anything can be done.Also noting they have lost some of my valuable items, several things arrived broken. Things were packed Upside down in transit. They have been rude at every turn.

  Business Response

  Date: 07/21/2023

  We are sorry to hear you are unhappy with our services. The notes on file reflect you are in direct contact with one of our Managers, ******* in order to resolve any concerns. If you have any questions please call our office ******************. 

• Initial Complaint

  Date:07/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out to ACME Relocation for a quote on moving the items from my 3 bedroom home from *********, ** to ************. The first step was a walkthrough of the inventory of the house, which I shared with the salesperson and he then sent over paperwork where we were quoted roughly $10,000 for this move, which included packing service and all of the packing equipment, which he told us we'd be refunded for the items we didn't use. The next step was they'd call 3 days before the move to confirm everything they needed.They call 3 days before and I say I forgot we'd need 3 extra boxes for a 32" TV, a mini fridge, and a small end table. Somehow the cost went up to $13,000 for the 3 extra boxes. This was 3 days before the move so I agree because no one else is going to move us on such short notice.In the next 2 days we pack much of our house ourselves. We probably packed 20 totes worth of items. We ended up donating the 3 items that cost us the $3,000 extra anyway and didn't use anywhere near all of the packing equipment they brought for our stuff. The day of the move comes and they don't bring a big enough truck. They take the first truck, come back with a 2nd truck and it probably fills 1/3 of the way. Then, the ******* tells us we now owe another $7,000 for the 2nd truck. They have all of our belongings and it's 7pm on our move date. We agree because what can we do?We are supposed to get our items in 7 - 10 days. It ends up being 15 days, because they "couldn't get ahold of us" despite us correcting them 2x to make sure they had the right phone number.Upon delivery, the team unpacking our items tells us the packers did a horrible job. They wrapped tape around countless items without having any sort of barrier, damaging antique tables, weight benches, and more.ACME Relocation is a predatory business. They have you in a vulnerable position and they **** up prices knowing you can't disagree or you are screwed. We deserve a refund for their errors.

  Business Response

  Date: 07/12/2023

  We are sorry to hear you are unhappy with our services. The notes on file reflect you have been placed in contact with one of the managers in order to review your concerns further. If you have any questions please contact us ******************. 

• Initial Complaint

  Date:07/06/2023

  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 called **** on June 28, 2023 & paid 919$ deposit. they collected the electronic check from my checking account on June 29. For a moving scheduled on 07/01 at 9 am. furniture moving of total 2209$ supposedly, if continued.1- they couldn't provide the service on the scheduled time. They sent Another different local company (Velocity moving ***********), Those unknown people came & looked at my apartment, they didn't like to take my moving job because it was a too big apt.& the guy got ****** because his truck got a parking ticket on those 5 minutes evaluating the size of my apt furniture, his other helper inside the truck called him and informed him. He then misbehaved, bad attitude and cursed. He said to me he'll go down to change the truck parking and come back to determine how much extra fees'd be but never came back. I called him, he said ( he spoke with the top boss and they canceled my moving job, and they have other better moving job to do&call **** to refund). They left and canceled on their own without telling me or telling ****. I have our communication on the phone between me and the guy (*****) on texting and log calls. And the voice is heard on my home camera tape. Because the scammers **** cust service tries to lie and cover up.2- I called the original company ****, customer service agent ****, she called them, they told her I wasn't too nice and I cursed at them so they left and didn't want to serve me. I told her (Ok fine thanks, refund me). I also didn't like how they behave, unprofessional. The **** cust service is saying (we don't give refunds).&blaming me for not being nice to the worker and not begging him and paying him extra to satisfy him. They offered me instead that they would call & convince them to take my moving job later, another day, and they'll bonus them more, that other company (VELOCITY)..NO. You refund me. they try to lie and say I declined pick up of my apt. all texting and calls log, videos available later in a court if necess

  Business Response

  Date: 07/07/2023

  We are sorry to hear you are unhappy with our services. We were advised by your carrier, that the revised estimate was refused. Based on that information this would be considered a refusal of service. Both the carrier's office and our office did attempt to reach you the following day (7/1/2023) to send another crew if you wanted to move forward. We received no return correspondence. Our Management Team has requested the documentation you had mentioned you had in order to review and provide a refund if necessary. You had let us know you would not be providing that. If you have any questions please contact our office ******************. 

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20279800
  
  I am rejecting this response because: 
  The customer service knows they're lying to not pay back their refunds. They know that their carrier (the other company) canceled the move on the scheduled time for their own benefits without informing me or informing them and in a very trash unprofessional way. I am the one who kept calling **** & left them a saved voicemail. I can't allow that carrier again into my house. They even cursed me out. They already told them that and they don't deny it. I have it too on my home camera tape video & sound. My attorney is pushing to file a civil lawsuit against them using this tape. Can't file a small claim. He advised me to not provide it to the **** because it contains private things about people and it could be against the law to provide it to other entities, other than authorities or judge, without a legal subpoena and stuff. I'm not very aware of this thing. But there's nothing extra on this tape to help in the refund process other than a proof of their carrier cursing me, not me cursing them as they claimed. I didn't even notice it at that moment or I don't complain about it now, I'm fine, it doesn't bother me. This pushy attorney wants to use this curse too for other benefits or lawsuit or stuff. I don't want all of this. That boss of the that carrier could be legally in trouble because of this tape. I don't want that for him or for anyone even if they're trash and deserve it. I just need my money, they're not entitled to take it at all. I'm giving a chance , before pursing this civil lawsuit unfortunately, It won't cost me anything. This attorney is a close family relative. 
  Plus this carrier ****************** is not their carrier as they claiming & lying. It's a whole different local company. Nothing to deal with them. ACME relocation DBA (clear move company) turns out to be a NOT moving company, but just a broker (scam) to connect the client with a local moving company that I could find easily by myself in one click on my phone. I don't want this bad (Velocity with bad workers and bad manager who cursed me on the phone with his worker, in my back). I offer **** their parking ticket or a percentage, a 100$, not more. And refund me back the remainder. And we all good. Good luck with their continuing scamming. I won't even bother reviewing them online or complaining to *********************** as I was saying, their bad reviews is all over the internet, and I was **** to get deceived.

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

  
  

  Business Response

  Date: 07/12/2023

  Acme Relocation is a broker, this information is also listed in your contract. We contracted with a company within our carrier network. Our management team requested the video, in order to determine if you are owed a refund. The carrier's office provided us additional information and at this time it would be considered a refusal of service. If you have any questions please contact us ******************. 

  Customer Answer

  Date: 07/21/2023

   
  Complaint: 20279800
  
  I am rejecting this response because: Refusal or denial or unprofessionalism from your trash people or any other garbage nonsense. what are we talking about here ?!!!!. What's important here is that the service isn't rendered, and the problem was coz of you, and I won't cooperate with you to fix it. I don't want to take the service from your people who cursed me in my house. You said in the previous msg that you'll send another crew, it's the same trash junkie carrier. I don't want them, don't want to have the service from you. So then what, you take the deposit and don't refund it even though the service isn't rendered ??!!!. How can u consider yourselves (not scammers) then ?. And if you won't refund it & I won't pursue a civil lawsuit, what's the destiny of *******$ then.? you earned it ??? or it's a credit for me there and for how long ?.
  
  Sincerely,
  
  *****************************