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:01/05/2024

  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.

  I hired them in September to move my ho e from ******** to ********. They quoted me *******. I paid a deposit on the credit card for ****** I was to pay another 1/3 at pick up again on a credit card and the rest in cash at delivery. They didn't have the credit card machine pick up and told me I could pay the rest in cash on the delivery. I received an email stating they were not deliver my things till I wired them the whole rest of the amount. We went back and forth in about three emails I asked them not to change the contract they agreed sent me a bill and I never heard from them until right after Christmas, but unless I pay the storage fees they were altering and off my stuff the next day. I have emailed and called no one seems to know or have an answers. I believe this company is a scam and I was not only scammed out of my money I was also scammed out of my things. I have emailed the burger that I spoke with several times **** with no correspondence back whatsoever. This company is a scam and will not only take your money but will auction off your things. And it seems like there's nothing I can do about it.

• Initial Complaint

  Date:10/23/2023

  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 quote from city movers, to move me across the country. They asked me three times to confirm my items which I was moving. The moving company showed up to my house on the day of the move and pulled a bait and switch. They stated that it will be 5k to move my belongings! Stating that they will not move all of my items if I didnt pay 5k. For ******* they only took my bedroom set and a few boxes. They rest of my furniture was left behind. Upon speaking to city movers they said they over estimated the amount of space I would need. I asked the to see the space they claimed to over estimate and it was literally four rows of space. There was no possible way that an entire house wouldve fit in that small amount of space.

  Business Response

  Date: 12/11/2023

  Hello,

  We are sorry to hear the the move cost turned out to be more then the customer would have liked to pay. It appears when the carriers arrived they learned that the sectional sofa was roughly 220 cf. This would have to be a very large sofa as most sectionals are around 120 cf. After the customer was given the new cost due to bulky large items they refused to pay the new cost for the larger move then what was contracted. They then revised the move down to the original size and the cost did not change based on our file here. We are only here to charge customer for what they have, we do not at any time perform bait and switch tactics. This does not benefit us as the additional funds go directly to the carrier. We as the broker do not make additional money when the cost of a move increases, this simply goes to labor, space on the truck, fuel, taxes. We hope the customer can understand where we are coming from and do apologize for any inconvenience that *** have occurred on their relocation. 

  -City Moving Group

• Initial Complaint

  Date:04/26/2023

  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.

  Due to the delay in my separation order from the ******************, I browsed ****** for a moving company.On June 20, 2022, "City Moving Group LLC" *************) quoted $2975.65 to ************* from ******** to **********. Weight and household item papers are required for Navy compensation. CMG LLC committed to weigh all home products and document repayment. They indicated the extra boxes would not affect the quotation. Credit card deposit: $1420.65. Three personnel visited my home on June 27, 2022. LL LLC Supervisor, two employees. Unannounced, my home items were tallied and loaded. The supervisor estimates $6000+. I emphasized that I had gotten a quote and was promised the cost would not change.The supervisor claimed we exceeded the limit and must pay extra. CMG LLC dispatched staff to not charge me for my extra boxes after we agreed on the phone. LL LLC employees boxed one item. I wanted my things unpacked and returned because of the price increase. If we unload everything and lose the transport, the supervisor says they will keep our deposit ($1420.65). After talking to three persons, the on-site supervisor phoned his management, and I opted to pay $2500 in addition to the deposit, $1250 upfront and the remainder after shipment. First is CMG LLC's unwarranted price rise. Despite my request and their agreement, CMG LLC did not weigh my merchandise. LL LLC management requested $5683.65 through email that night. Because they constantly changing our price, I said they were untrustworthy. In mid-August 2022, LL LLC driver contacted me. My belongings are in ********** and the driver wants $3000. I declined to pay because we hadn't agreed. I'd pay $1250. The driver refused to deliver my items since he wasn't paid. I'm furious and won't pay LL LLC's excessive pricing. I still do not have my items. I agreed to settle items for $3600. LL LLC stopped answering my calls and any forms of communication. LL LLC boosted the price to $5400.

  Business Response

  Date: 05/11/2023

  Hello,

  When reviewing the file, it appears this move took place almost 1 year ago. There are no complaints on the file as to issues that *** or *** not have occurred during the move with us. We are a bit perplexed to receive this type of complaint in such a random manner. 

  It does appear that the customer decided to charge back the credit card transaction, claiming fraud after services were indeed rendered. We are assuming after we provided the customer bank with the ********************** contract the reversed the charge and rewarded ** the funds being that the move was performed per the stipulations of the contract.

  If any further information is needed regarding this case, please let us know and well do our best to provide that information. 

  Thank you kindly,

  -City Moving Group

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 19985843
  
  I am rejecting this response because:

  First of all, I have applied to the government department in August last year and left a record, I have been waiting for their investigation, but obviously the speed of work is really slow, and my English is not my first language, until now I got the help of the veterans' office, I learned that there is also BBB as a channel to help me, moving companies randomly fabricated fake contracts, forged contracts under the amount I did not agree to, and all I sent was original contracts
  
  Sincerely,
  
  ***************

  Business Response

  Date: 05/24/2023

  Hello,

  As previously discussed, this customer signed a contract for a certain amount of Cubic feet. When the movers arrived, the customer had additional items that were not originally discussed. Yes, this does require a revision on-site. We told the customer their price would not change as long as they did not deviate from the cubic feet agreed upon. Unfortunately, they did stray from the original amount and this does cause the cost to increase. 

  Once the movers loaded the items, there was paperwork stating the increase. For the customer to attempt to pay less at drop off is not an option, and the mover has the full right to not deliver based on the tariff's and the contract agreed upon. 

   

  -City Moving Group

• Initial Complaint

  Date:04/19/2023

  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.

  City Moving Group has deceptive business practices. They use bait and switch methods to secure client bookings. They perform incorrect assessments and give a low estimate so that you can book with them. They use charm to disarm and reassure you that they are capable of doing the job. Then they change the price at a quality assessment process and request more money for a deposit which is nonrefundable. They are horrible to work with. They are one of the slimiest and worst businesses that I have ever dealt with.

  Business Response

  Date: 04/19/2023

  Hello,

  Prior to every move, we allow customers the opportunity to add or remove items from their inventory to ensure accuracy at pickup. In this case, the customer added quite a bit of inventory, but unfortunately, did not what to pay for it. Seems they felt the price should remain the same, regardless of the fact that they added furniture and would be taking up more space on the truck, requiring additional labor and material. Furthermore, they did not want to go back to the original estimate they had, which would have no cost adjustment at all. This is considered a late cancel. We are sorry they feel this way, and hope they can understand that we do our best to ensure every has a good move. 

  -One ********************

• Initial Complaint

  Date:04/07/2023

  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.

  4/7/2023 ************ is extremely unprofessional. I had signed up for and attempted to cancel their services within two hours. I have sent emails to the email provided to cancel services. The salesman we worked with was extremely unprofessional but likely will get no wind of this or any other complaint. Im trying to nip this in the bud seeing as how this business seems to be extremely shady. I just want my service cancelled and I am well within my 72 hour cancellation period.

  Business Response

  Date: 04/10/2023

  Hello,

  We never ran a payment for this customer, therefore there is no refund to be made for them. The estimate was cancelled out and the file is closed. We would ask that this compaint be closed.

  Thank you,

  -City Moving Team

• Initial Complaint

  Date:01/25/2023

  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 worked with City Moving Group (moving broker) for my move in November 2022. It was an absolute nightmare. I was originally quoted $2,539 and as time went on they continued to add fees, additional moving costs, and surprises. They stated I would not be charged for any shuttles needed to move into my condo and charged me $450 for this. They added in an additional +$1,000 on the day of pickup for unknown reasons. They also tried to charge me $500 to move things down my hallway. I ended up renting a storage unit in my building for $800 because the mover was refusing to move items into my unit. At the end of the day, I paid $4,242 in TOTAL which is almost double what I was quoted and this wasn't even the worst part. I tried to contact City Moving Group (broker) during the period when they had my items 35 times via email and over 15 times via phone to understand where my items were. They didn't answer a single email and when they did answer the phone I would just be passed off to different people every single time. I never received an answer and told them very clearly from day 1 I needed to have a 3-day warning before the mover go here to secure the arrangements with my building. The Way 2 Go Moving company and the truck driver called me 24 hours before arrival and told me they were delivering. My building wouldn't allow it so we proceeded to go back and forth on a delivery time. I was threatened and continuously yelled at by the broker, mover, and truck driver. THe truck driving yelled at me for 2 hours in my building parking lot and refused to open the truck to allow me to even move the items myself until I paid him some mysterious $500. It was a TERRIBLE experience. The City Moving Group even offered to pay me $300 to not write a bad review of them or a compliant. I didn't think it was wroth the money because everyone in the general public deserves to know what a terrible company this is. NEVER EVER USE THEM. UNLESS YOU WANT TO SEE RED.

  Business Response

  Date: 01/26/2023

  Hello,

  We are sorry to see this type of complaint, However,  we would like to point out some information that is listed on this file. The customer claimed they called 15+ times and over 30 emails and claims to not be able to contact anyone. Please see direct email from customer time stamps on 12/13/2022 below-

  *****************************
  6:05 PM (1 hour ago)
  to ****, ***** ****** M, me
  
  Hello all,
  
  I have worked with many of you over the past month - I have been very clear on a number of things - I need an appropriate COI before the day of the move and I need a forewarning and approval from my building on elevator reservations BEFORE DELIVERY. I have kept in close contact with everyone along the way so there were no surprises! I still do not have the appropriate COI aka my building will not let anyone on site tomorrow. Additionally, they do not have a free elevator tomorrow so this ISN"T EVEN AN OPTION! Thursday is the earliest they can do the move.

  When the movers pick up the items they have the customer sign a Bill ** Lading, they also choose their delivery options as to when they are available. Later when the mover was ready to delivery, the customer said they could not take delivery. When traveling from other states, we cannot just go on standby for days until the customer is ready. Customer need to adhere to what they agreed to and do their best to make the movers top priority as we and no other mover can guarantee an exact delivery date. 

   

  Next- The sales rep does not have the authority to say weather or not the location will require a shuttle of long carry, this is up to the ********* discretion. We as a broker list on the first page of the agreement, what can cause overages. Furthermore, **** our dispatch manager who was one of the many employees that spoke with this customer in detail told her the course of action and how we would see what the ******* thought when arriving on-site. That being said, the matter was discussed and the customer knew this was a possibility. We even later offered a $300.00 refund for this situation in the event it arrived. This would have covered the majority of the long carry and shuttle charges. When it comes to the other additions, we cannot control if the customer has more items on-site then what is listed on the original agreement. This is simple revised at the price per cf. that was originally locked in. 

  Finally as the moving broker, we did our best to provide communication and advocate on the customer behalf. With all due respect they were challenging to work with due to making requests in an industry where dome of which are unrealistic. Throughout the course, the customer was in communication with 3 customer service reps, one dispatch manager in detail and one of our general managers, all of which did their best to meet the high expectations of this customer. There were no surprising during the process. just charges that we all knew may occur, which unfortunately, they did. These funds go directly to the carrier as we do not make any money in these situations. Also, prior to the drop-off the customer was informed if they wanted some of the goods to go to a storage unit, this would be an additional stop which carries a fee. They did not add this during the booking process for the lower cost. When attempting to add on-site the carrier charges a larger fee for the additional service they are not prepared for. At the end of the day, the customer was moved from ********* to strict building in ***** for under 5k,(thousands less then industry leading carriers) everything arrived safely and in a timely manner. We did what we could to find common ground as to the refund and please this customer. We have learned over the years that moving is stressful and unfortunately, we will not be able to please everyone. All we can do is show up do our best to make sure our best foot is forward.

  -City Moving Group

   

   

   

• Initial Complaint

  Date:01/25/2023

  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.

  We booked a move through this company for 12.30.2022.We paid $1119 deposit via credit card. We were quoted roughly $2800 for the move. We were promised many other things - we would not be charged for stairs, etc.We were not told they are BROKERS, not movers. They contract with movers who do not abide by any of the things they promised.Our movers were scheduled for 9am showed up at 10pm, argued with us about the size of our boxes for an hour, tried to charge us around $6000, and then LEFT and refused to do the move even AFTER we agreed to pay them. It was clearly a con. We had gone over our inventory with the brokers and they deliberately quoted low.Since we do not have any cancellation in writing, it's our word against theirs. We are currently deep in a dispute trying to get our money back and they are good con artists who know EVERY loophole to try to prevent our credit card company from winning the dispute. We signed a contract that says we agree to pay for services rendered (the contracting of a moving company) and now have to prove, without anything in writing, that the movers they sent did not follow their policies and actually cancelled on US and then did not call us back when we tried to get them to come the next day. This company should be put out of business.

  Business Response

  Date: 01/25/2023

  Hello,We contracted this customer for a move consisting of 360 cubic feet. When the movers arrived he had 800 cf. Yes, this does influence the cost to increase. We are very clear as to operating as a moving broker in our paperwork. Furthermore, our website states as such. During the booking process the customer did everything they could to get the lowest price and also asked what happens if we have more stuff?  We informed them the cost would increase at the price per cf. they locked in- **** per cf in this case.When the movers went over the new cost, the customer told them to leave. Shortly after, they called the carrier and asked them to come back. ******* said they would try to come back next day based on availability as they would have to confirm with the main hub.

  Later, customer charged back on their credit card claiming fraud when no such thing took place.  They're own bank rewarded the moving company the money back being that services were rendered contractually speaking. Unfortunately, the customer has felt the need to attempt to harm the companies online reputation by writing reviews.

  Finally, we are here to move families the right way with integrity. In the event customer attempt to double the size of their move on-site with no notice to the carrier, the cost is going to increase. We are sure a 3rd party reader would understand where we are coming from as a company.

  -City Moving Group

  Customer Answer

  Date: 02/06/2023

   
  Complaint: 18894922
  
  I am rejecting this response because:
  

  1. While we were quoted 800 cf, this quote was inflated. In reality we did not have 800 cf. This was the reason we initially distrusted the movers. They intentionally inflated our quote in order to mark up the price. This is a common tactic of dishonest companies in the moving business. When we tried to call (what we had been told was) the 24-hour helpline to resolve this right away, we were told it was after hours and no one could assist us. So City Moving Group also lied about having 24-hour assistance. 

  2. The carrier left of their own accord because they claimed it was now too late to do the move. We did call them back. "Carrier said they would try to come back next day based on availability" is true but they made no such attempt to contact the main hub or come back. We attempted to call City Moving multiple times, and texted our representative, and received no response.  

  3. We only filed a fraud claim after multiple attempts to contact City Moving to either secure a mover the next day, or to cancel the move, or to resolve in another manner. Days passed without a response to our messages, calls and texts. 

  4. The bank reapplied the charge because City Moving Group provided contract paperwork showing no cancellation was made, but the dispute is not closed, as we have provided further proof of our claims. There is no cancellation paperwork because CITY MOVING GROUP WAS UNRESPONSIVE. 

  5. We wrote online reviews in order to warn future potential customers. We do not want anyone else to go through what we went through. 

  6. This business does not operate with integrity or they would have provided 24-hour phone assistance, resolved the matter with the carrier immediately, returned our texts/calls, and issued a refund. They would not be wasting their time on BBB trying to debate us or blame us.

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

  Business Response

  Date: 02/11/2023

  Hello,

  We are sorry that the customer disagrees with our response. However, our response is simple the facts as well a contractual obligation agreed upon by both parties. Most of the accusation they have made are simple opinion of how we should or should not operate of business. We are here to provide a professional quality of work and the proper price point. 

  Long distance moving is not for everyone and can become expensive in some cases when adding items to be moved. When sending movers away, this causes issues for us as the broker and the carrier's schedule. 

  -City Moving Team

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 18894922
  
  I am rejecting this response because again, City Moving Group did not provide the services promised in our contract. They did not provide 24-hour customer assistance to resolve my issue with the carrier. They were unresponsive to multiple calls and texts I made to try to arrange a different carrier with them. They stopped responding as soon as they had arranged a carrier, even though the services they promised extended beyond just arranging a carrier. 

  Rather than admitting the error, they insist on retaining my deposit and blaming the customer. I will not be satisfied until a refund is issued. It is City Moving Group's job, explicitly stated in our contract, to do their due diligence to resolve any issues between customer and carrier. 

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

• Initial Complaint

  Date:12/19/2022

  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.

  I had to give bank account information to sign up for services. Was told that I would need to cancel within 72 hours to get back 85% of my money. The contract does not say that to get that money I have to email them. That any email is for their billing department to review why things were cancelled. They are stealing $1130.89 from the account and saying they are only going to refund $250.00. I asked when I called to cancel if I needed to do anything else in cancelling. They said someone would be calling me. The person called today December 19 2022. The woman on the phone lied saying she had called previously. I have voicemail and had no messages. I have a call record. There were no calls from them. Their business practices are deceptive, fraudulent and when you do what you're told is all you need to cancel, they lie and say it requires more. Not according to their contract. My money should be refunded to me since I called within their 72 hour time frame and them only be able to keep the 15% if even that for their deceptive practices.

  Business Response

  Date: 12/20/2022

  Hello,

  We are sorry to see that the move came to this. We would disagree with some of the accusations the customer mentioned. First, the agreement clearly states that customer have to send an email to ******************************* in order to cancel properly. Cancellations are done this way to ensure everything is time stamped and documented. (This is all outlined clearly in the cancellation policy which is its own separate page that requires a signature)

  The cancellation window is 72 hours from the time of booking. After this point the deposit would be non-refundable as funds have been dispersed into the route. 

  When we called to go over cancellation with the customer they stated they do not have to explain why they are cancelling and if they want to buy  a red car instead of a blue car they do not have to explain why. This indeed is true. However, we do have policies in place for a reason and the customer did attempt to cancel outside of the proper window. We did offer to place the move on hold for the customer which they refused and began making threats and hung up on our representative. 

  Good day,

  -City Moving Group

  Customer Answer

  Date: 12/24/2022

   
  Complaint: 18612837
  
  I am rejecting this response because: their contract says that it's to have their billing department review why I wanted to cancel. It does not say it's to receive the money back for the deposit. I called within the time frame before the 72 hours. I asked the person that I spoke to is there anything else I need to do. They said someone would call me. The person on the phone said they had tried previously but that is a lie. I have voice mail on my phone and a call record. I got no call from them. So they have lied in this. It doesn't say to get your deposit money back you must email us. The person on the phone even admitted that the person I spoke to on the phone to cancel is not allowed to say people must email to receive deposit money back. 

  I had asked if I needed to do anything else. I wasn't told I needed to. That I would receive a phone call. I told the person to make sure they know I called within the 72 hours to cancel. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/28/2022

  Hello,

  The terms of the contract are very clear and straight forward. Every page requires a signature at the bottom. The cancellation policy is its own page which requires the same. We have attached the signed contract by this customer, as we are not here to go back and forth based on a consumers opinion as to how we should and should not operate our business. 

   

  -City Moving Group

  Customer Answer

  Date: 12/28/2022

   
  Complaint: 18612837
  
  I am rejecting this response because: their own paperwork says for their billing department to review the cancellation. It does not say to return money for cancellation. I was told by their people I would receive a call back. They did not call back in a timely manner. I wrote of what I was told their people are not allowed to tell customers. Seems to be deceptive business practices so that they can keep people's money if they change their minds. Their own contract does not say must email in order to get the 85% part of your refund if you cancel within 72 hours. Says their billing department wants to review why a person cancelled. Am still even waiting for the amount they said would be going back. But with how I understood their contract and that my call was the only thing needed to get my 85% of deposit back, I called within 72 hours. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/07/2022

  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 recently reached out about a move and I was quoted $3,000. On November 30th I sent over the paperwork and deposit of $1,303. On December 2nd I notified my representative that I no longer needed to move. Someone from customer service reached out to me on the 2nd and let me know not to worry and that the move was canceled and that Id receive my deposit back. On the 5th the money was taken out of my account. On the 7th I spoke with a manager and she stated that because I didnt send an email to cancel that I cannot get my entire deposit back, even though I provided screenshots that I VERBALLY texted my representative to let her know I needed to cancel my move. This is completely unacceptable considering the move wasnt until the end of January. All in all I should receive my ENTIRE deposit back. They didnt even offer half of it back

  Business Response

  Date: 12/08/2022

  Hello,

  When reviewing this file it appears a moving coordinator was in communication with the customer since 08/25/22 regarding the facilitation of a long distance relocation. The Moving coordinator and customer worked together for quite some time as to ensuring the new job was solidified and all was in order to place the reservation for the move. On 11/30 customer texted rep that she was going in to finalize everything for the new job in order to work remote. Later, the customer called the ********************** coordinator and said they were ready to reserve the move. We went through the booking process and honored their price that had been gone over. We then dispatched the job over to the carrier and dispersed funds in order to do so. After the cancellation window, this customer called to cancel due something related to the job and it possible not going through. We informed the customer that notifying our 3rd party after hours team or the customer service team regarding a cancel would not be sufficient and that am email has to be sent to ******************************** We did offer to place the move on hold for the customer as things with the new job were pushed out. Appears they did not want to take this option. We will still honor the move for an entire calendar year for the customer as we are here to move customer in a timely and responsible fashion. 

   

  Good day,

  -City Moving Group

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18538434
  
  I am rejecting this response. Yes I was in contact with you all but due to unforeseen circumstances I literally had to cancel my move and Im not sure why thats so hard for you guys to comprehend. Im sure you guys could really use the $1300 deposit more than me at this moment. I do hope people fully take the time to read all 20+ complaints against you guys before booking. 

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

  Business Response

  Date: 12/14/2022

  Hello,

  City Moving Group has to further response at this time.

  kind regards,

  -City Moving Team

• Initial Complaint

  Date:12/01/2022

  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.

  Logistic ********* was a subcontractor for City Moving and Storage. They were contracted to pack and move our belongings on August 1 through August 4, 2022 from ******, ***** to *********, *******. The final cost was $31992.95. We are dissatisfied with the quality of services rendered by the Logistic *********. A number of items were dropped and damaged. These include chairs, a vintage sideboard, an antique couch, antique radios, radio equipment and units. One radio in particular, an ICOM 756 Pro III, is no longer functional due to the box being dropped. One of the crew placed metal items on top of another antique radio, a refurbished Hallicrafters 62A, scratching the face plate. Also, a member of the crew backed the moving truck into our **** ***** Pickup damaging the right front bumper and fender. A claim has been filed for the damage to the truck but other damages are hard to file because the insurer, CSI, requires 3 estimates on repairs which impossible to provide in a small, ******* community. The crew had difficulty communicating with us and would not follow instructions or requests for specific handling of certain items. This service was quite a disappointment for the price we paid. In addition, the quote was increased by $10,000 on site even thought we submitted a list of additional inventory beforehand. When we mentioned this issues to the company by telephone, we were directed to CSI who allows only one claim to be filed even though issues with damage arise later.

  Business Response

  Date: 10/12/2022

  Logistic union *** were contracted by City moving group to pack and move customer *** ******, Customer move from ID to **. Logistic Union *** didnt increase the price of ($10,000) on site as the customer state, there werent any increase on the price of this move, the customer has a contract with ********************** of $31992.95 this price was not given by Logistic Union ***, it was the contract Customer ****** had with ********************** we were hired to perform this job and we did it to our best of our knowledge. 
  
  As a Company we always take ********** for situation like this, before we perform the move, we took picture and videos of the customer belonging since 80% of the items we moved were on the floor and damage. Our crew leader let the customer know about all the damage that was on the pick-up location according to our information there were great communication between the moving crew and the customer, Logistic union *** and ********************** also was in communication with the customer from the begging to the end of the move, we had not complaint or any information about dagames happening on delivery location. According to our information everything was delivery on the same condition as it was pickup, this move was a straight delivery move we finish the pickup on the 8/4/22 and we delivery on the 8/5/22. 
  
  Logistic Union *** have trained their employees to perform a high-quality job when it comes to moving, we teach our team how to pack and handle boxes and furniture, we dont pick and drop items. All items are packed in boxes, and furniture are cover with moving blankets. We have several picture and videos, of Chair, bookshelf, tv stand, dresser and a lot more item that were already damage before we move it. This picture and video are already share with our insurance company. 
  
  Logistic union *** have not information about any accident that happen to the customer ***** ********************************************************************************** crew leader, as a company we didnt have any idea that this happen. The customer didnt call our office or send any email to our company reporting this accident; therefore we dont have any information of it. 
  
  Customer *** ****** have already file a claim to our insurance company, Logistic union *** is waiting for a resolution of the claim. 
  
  Note: We would like to share our videos and picture of the condition of the item that maybe claimed in this complaint. However, the site only allow me to upload 4 files. Please let us know how we can show our proof. 

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18160169
  
  I am rejecting this response because: Many untruths and inaccuracies are contained therein. We did immediately call ****** of City Moving and Storage to report the damage to our **** ***** Pickup. ****** instructed ** to call ******************* We called ****************** and were instructed to call CSI to file a claim. We called CSI and were instructed to file a claim on their website. No one would discuss with us the issues we raised in our letter to you. We also called the phone number that was recorded on the Bill of Laden but were again referred to CSI. That is the number that ***** instructed us to use after the diesel truck driver backed into our pickup and bent the front bumper forward as it hooked on the side of the truck. The entire crew knew that this happened. This occurred at 4 PM MT on August 4, 2022. ***** kept emphasizing that his boss would take care of us. So, for the crew to deny these and other problems, is simply an untruth. Three times on the 3rd of August, boxes in the dining room were dropped when the hand trucks were overloaded with too many boxes. They fell off the hand truck while being moved to the truck. I confronted the crew about this repeated action at approximately 6:45 PM that evening. They responded by saying that everything was packed well enough and doubted that there was any damage to the contents. May I add that one of these boxes contained my **** 756 Pro III communications transceiver. Today's PC's and printed circuits will not tolerate a solid impact such as occurs when dropped. This $2600 radio is now  inoperable due to the impact when the box fell off the hand truck. Many of the antique radios and ham radio gear are in various stages of restoration. The crew didn't know the value of these items and treated them like they should just be thrown into a garage. Also, my large mag loop antenna was stacked against the front of the garage and fell over which broke the mast. The movers were aware of this damage on August 3, 2022 at approximately 8 PM MT. My wife and I feel that we have a right to get our pickup repaired and the **** 756 Pro III properly restored to working order. Photos were taken of our old furniture. We are not talking about the chairs and other furniture that already were in poor condition. Damage occurred to items not previous broken such as the 1920's vintage breakfront. The right front leg of this piece was broken when the crew unloaded it and set it in the house on August 4th. The rear right panel of our *********** console radio was damaged with a piece of the cabinet completely broken off. In this large move, the crew should have been more careful even with our vintage and antique belongings. The photos they took only show the condition of some of the items before they were moved. They obviously would not take photos when they dropped boxes and struck our **** pickup. So, the photos taken were to protect the contactor and not to the benefit of us, the customers. We hope this statement clarifies some of these issues so we can resolve this matter soon. 
  
  Sincerely,

  
  *********************

  Business Response

  Date: 11/03/2022

  As Company we reject the customer statement, we havent got any call from the day of this accident happened, in order to make a better decision about the customer complain we conduct an internal investigation about this specific matter. We found out what truly happened with the damage of the ***** pickup truck ****. The person who backdown the truck and damaged the customers car was ******, He is an employee of our company. According to his Statement the damage of the customer car was minor as you can see on the picture we uploaded. The truth of this issue is that the customer made a personal agreement with our employee (******) on the moment of the accident, ****** and the customer got to an agreement where ****** was going to fix the car for the customer. He gave the customer his personal phone number to get the estimate of the damages caused so he could take care of it, this agreement was not report to us by the customer or our employee, thats why we didnt take care of the issue at the moment that happened. If this accident would be reported to ******************* we would have called the police to make an accident report on the moment that this happened to follow the right procedures. As we know in the moment of any accident happen our insurance company will ask for a police report in order to cover any damage to the customer car or our truck. AS conclusion of the damages to the ***** truck **** our employee ****** is going to honor his agreement with the customer,and he will pay for the repairs that need to be done for the damage he made. AS a company we would it take care of this issue right away if this accident would be reported to us on the moment that happened. If ****** fail to Honor his agreement with the customer to pay for the repair of the car ****************** compromised to pay for the damages. We hope this solve this matter.
  Regarding, the damages to customers items, when it comes to a moving claim, we always refer our customers to the insurance department to open a claim going to https://csipros.org because they are the ones that take care of any damages relate to the move. As a company we provide all the prove we have about the condition of the items before the move.As we explained before we always take precaution by taking videos and picture of the items that are not in good condition. We have videos and picture of the condition of the customer belonging and it is already sent to our insurance company. We kindly ask the customer to upload the picture of the items his is claiming we damaged.He can upload this on the *** website, or he can also send them to BBB. Our claim department will revise the damage claimed by the customer and they will decide accordingly to the insurance coverage the customer has. Therefore, they will send a settlement with the compensation for damage incurred. We also want to express our apologies to our customer for any inconvenience cause by miscommunication relate to the car damage.
  In our end we must wait for *** to finish the review of the claim and decide about compensation the customer will get based on the insurance coverage he chose when the job was booked by City Moving Group. We hope this will clarify everything.

  Customer Answer

  Date: 11/04/2022

   
  Complaint: 18160169
  
  I am rejecting this response because: Yes, the leader of the crew, *****, originally stated that he would provide us with the number of his boss so we could call at anytime to resolve the damage. Later, when I pressed the issue, he reneged and stated that we should call the telephone number on the Bill of Laden which we did. We were directed to CSI by both ****************** and City Moving and Storage. No one at either company would speak to us regarding this matter. The reason that a police report was not requested was because in ******* and *****, any damage under $1500 isn't reportable. So we didn't follow through even though a call to our local sheriff would have documented the accident. Another issue regarding our belongings was that many LP's in my record collection were mishandled. The crew taped directly to the record jackets to form a bundle which has ruined many of my collectible record jackets. I cannot remove the tape as it will ruin the cardboard which comprises the construction of the record jacket. At 3:45 PM on 3 July 2022, I instructed the packer in the record room to cease packing my albums in that fashion. This, obviously, was not the case. As we continue to unpack the records, we find albums covers damaged in this manner. Also, some of the damage to our antique furniture had to be repaired through gluing and clamping so it could be used. We have photos available of the record album jackets if requested. 

  Thank you for investigating these matters. We are doing our best to be truthful and honest. 

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

  Business Response

  Date: 11/09/2022

  We would like to ask the customer what are the claims made? if there is a furniture that were not damage on pick up our insurance will cover according to the contract he sign with City moving and ****************** we both provide the same insurance. and we also have prove and videos of the condition belongings before they were moved. how he would like to resolve this issues? What he would like from us in order to resolve this matter.? on the contract the customer have with ********************** he have select the basic Valuation protection $0.60 per lbs per article, once again this contract was made by City Moving group not by logistic union **** we didn't change nothing on the contract we didn't charge the customer any additional cent as he mention on his first complaint that he was charge $10,000 more on the time of pick up. our contract indicate that's not the case. We ***** City moving group contract. About the car accident that was something it was already resolve from our part, we find the true of the situation, like we mention before our employee ****** is going to take care of this matter, He is waiting for a estimate for the repairs. 

   

  About any damage that made happen on the move our insurance company have be the one to give the customer a settlement they are the one that have all the picture, video and prove from both party. 

   

  As a company we would like to resolve this matter as soon as possible. 

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18160169
  
  I am rejecting this response because: We accept the claim of *************** *** that City Moving and Storage increased the cost prior to pick-up. Photos of the radio which no longer operates and the record album jackets are attached. Please note that the radio issues are internal. The box containing the radio was dropped off the hand truck by one of the crew in our presence. The radio was working at the time of disconnection and packing. It is not working now and was damaged when the box was dropped. It is impossible to determine or demonstrate through photos how the radio operated before it was damaged. We didn't anticipate that our belongings would be handled so carelessly. This radio costs $2700  to replace. It is unknown how much the cost will be to repair the microprocessing unit and LED display as we have to send it to a technician out of state. Microprocessers can run $400 to $800 to repair. We request from whomever is responsible reimbursement for the cost to replace the radio. The record albums which were damaged and/or destroyed cost $50 or more to replace. Please see attached photos. The photos of the radio show that a display which should appear at the bottom of the screen is not operable. Therefore, the screen instead of displaying a radio frequency is blank. 

  The employee who offered to pay for repairs to the truck at first made the offer as described. Then, later on, he declined to give us his phone number and instead instructed us to contact the company and file a claim as we have stated. So, we don't know how this employee can arrange for an estimate when he took no photos of the damage to the truck and we have no contact information since he reneged on his offer. That is why that claim is currently being reviewed by CSI. We have filed a claim with our personal auto insurance carrier for the damage to the truck to expedite repairs thereunto. We are still awaiting review of our claim by CSI. 

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

  Customer Answer

  Date: 11/17/2022

  Attached is copy of contract. 

  Business Response

  Date: 12/14/2022

  Hello,

  We are very sorry to hear that you incurred broken/damaged items during the moving process. When reviewing the file it appears that we did send out an email in order to file a claim with the insurance carrier. The notes on file show that the customer does not have access to a computer to file the claim online. This note dates back to August. We are here to assist them in any way we can. However, as stated in the agreement, we are not responsible for broken or damaged items. This would fall on the carrier and the insurance company.

  -City Moving Group