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:11/19/2024

  Type:Service or Repair 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.

  This company reached out to me and quoted me a price for a FULL 26' truck. I specifcally said I would need the full truck and whatever didn't fit we would leave beind. The first quote was too high and I said I wasn't interested. Later he came back and quoated me much cheaper $3148 Turns out the reason its a cheaper quote is because they reduce the amout of the truck that is used. After the quote he asked me how many boxes. His quote reduced the volume even before calculating, but yet they keep telling me that is how they calculated the volume. That was another flat out lie. He calculcated the volume before knowing what we had. Then on the contract the put in the reduced size, which is easly overlooked, a full bait and switch scheme. Yes I signed the contract. According to other complaints this is a common practice of bait and switch. This company needs to be held accountable for fraud. They tell their customers on the phone one thing, then change it in the contract hopeing they don't notice. Second item is more serious. We needed a car put on a flatbed trailer. The sales person said yes we can do this and updated the verbal quote. When I got the written quote, the trailer was not mentioned. I specially asked about the trailer that I didn't see it on the quote. He assured me that it included the trailer event though it wasn't listed. I have contacted the company that so far has refused to work with me. I have requsted recordings of the conversation and I am waiting a response.

  Customer Answer

  Date: 11/20/2024

  The company has refunded my deposit.  Thank you

• Initial Complaint

  Date:08/15/2024

  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 am missing a carseat with infant clothes($300) her antique cinderella carousel, four large cans of formula, and all of her toys. I informed them of this, received no call/text/email back. I was then givven an email to contact, that doesn't exist, and i tried to tell them upon delivery i had seen my missing boxes but, "its under too much stuff im not getting it." All i care about is getting the carseat back. I have contacted them four times in two months trying to get some sort of resolution.

  Business Response

  Date: 08/16/2024

  Hello,

  We have attempted to locate a file under the name listed above and are unable to locate a move for this person. If the customer could provide the proper name for the customer or a job number, we would be happy to try to assist if they are indeed one of our customers. 

  Thank you kindly,

  -management

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 22148938
  
  I am rejecting this response because: I hired them to move me from ****** ******* to ****** **** in may and move date was the 11th.  The contract i semt has their adress, dates, full moving cost, case file number, and the down payment. I called just yesterday, 8/15/2024 and was givven a false email to send in a complaint/missing items list. 
  
  Sincerely,
  
  *****************************/***************

  Business Response

  Date: 08/21/2024

  This customer attached a ********************** contract from a company by the name of "Safe Ship" they are located in the same building that we use to operate in but are a completely different company. The BBB should be aware of this company as they are under an investigation.

  The name of our company is "Mission Moving" we are not Safe Ship!

  We would ask that this case be closed out and the customer file a complaint with the proper company please.

   

  -Mission Moving

  Customer Answer

  Date: 08/21/2024

   
  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. I sincerely apologize for the confusion, i was unaware it was a company complex. I will try again with the correct company.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/20/2023

  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 recently moved from ************** to Georgia and I retained this moving company to complete my move. They claimed to be veteran owned and cheaper than any other company out there. Initially they quoted me **** for a move to Ga but when they arrived at my home the more than tripled that amount to ***** plus for the move. I gave them a **** dollar deposit that the refused to return after I declined paying the increased fee. This through my entire timeliness off when I had to report to my new job.They still refuse to give me my money after all my said and done. Having been a veteran I wasn't aware of how moving companies worked since the military coordinated all my moves. The moving company that finally moved us didn't ask for an up front deposit and we only paid prior to out delivery. I believe that it is bad business practice to charge that much upfront and not return the money if they breech the contact and increase the price....

  Business Response

  Date: 11/20/2023

  Hello,

  We are sorry to hear the move has to come to this. We take pride in our moves and respect our Military. The move price is based on the few factors- the route, size of move (cubic Feet) and the price per cubic foot based on availability. In this case it appears that additional items were on-site that were not listed on the contract/inventory list. This does influence the cost to increase. These additional funds do go to the mover for labor, material, fuel, adjustment to route (utilizing someone else's place) In these situations, the customer can always stay at the original allotted cf. if they would like. However, if they want to move additional items, the cost does have to be revised. Prior to every move we place a QA call allowing customer to add or remove items to the inventory. We would ask why the changes were not made during this time?

   

   

• Initial Complaint

  Date:06/10/2023

  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.

  There seems to be a pattern with this company of defrauding customers and they are getting away with it. In August 2022- Company took two credit card payment to secure a move date. We were contacted by phone by ************** who wanted to change pricing and make different changes that just didn't work with what we needed. Apparently alot of stuff takes place over the phone so they can constantly refer back to their "contract". We canceled within 72 hrs by leaving a message, since they like to not answer the phone or transfer you around back and forth until you finally hang up from waiting so long. Refund was requested after talking to 3 different people- being transferred around- waiting a total of 40 minutes, just to be told, "No". This is their pattern too. ********************************* is the owner of both Mission Moving and First Rate Movers, which by the way are the same company. They did not "go out of Business. Mission moving owns First rate movers. Just check their MC and ***** number on the ***** website. Also registration number #G22000043814 through the ********** of Corporations- County Palm Beach. Also- First Rate Movers is Owned by Mission Moving, LLC(EIN# **-2008302). ****** state DA prosecuted them and they settled in 2020 for $6833 regarding violations of the ****** ******** Protection Act- although they did not admit to violations. Then why settle? Interesting.They automatically void their own contract anyway by stating that they are a "shipper" under their terms and conditions page. A shipper through the ***** needs a different license and linsurance requirement. They automatically are deceiving the customer. Also the ******* **** of *********** and ******** Services doesn't even have them down as having a proper license for that state as required by law.They are not a properly licensed company and take money under false pretenses. I tried calling the owner to try and resolve this with no answer back. They need to refund ALL monies- they cannot misrepresent.

  Business Response

  Date: 06/12/2023

  Hello,

  When reviewing this file, it appears this move dates back to Sept of 2022. We are not sure as to who the customer is now, almost a year later, looking for a refund. Our agreement clearly states that to cancel properly within the 72-hour window of booking, customers must submit am email so that the document is time stamped and recorded. As to licensing, we have fulfilled and maintain all the proper requirements set forth by the department of transportation. Our terms are very straight forward and mention that fact that we are a moving broker many times. Our job is to locate and dispatch a licensed carrier to facilitate the move for the customer. 

  When discussing the finances for this move, the file shows that the customer put down a partial deposit then later added items to inventory which required an additional deposit being that the move grew to a larger move. This would be a standard practice for a moving broker like ourselves. 

  Our customer service team has spoken with the customer as to the matter. Currently, they are non-refundable, however, we will honor the deposit towards another move. We are here as an honest company and intentions to move families the right way. Please understand our agreement and its terms are to be followed and are listed on the paperwork for a reason. When referring to the moving industry, it is very common for the size of moves to increase as changes do take place prior to pickup. The amount of boxes needed can be miscalculated, items that the customer planned on selling, did not sell, Etc. At the end of the day, customer are in control of the cost of their move based on the items they provide us to be moved on the inventory list. 

  Finally, we would ask that the harassing calls to ownership and family cease and desist prior to legal action being taken. This does not help the case for the customer and the matter at hand. 

   

  Regards,

  -Mission Moving

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20169600
  
  I am rejecting this response because: Please address the issue that the **** of ******* does NOT have you approved for licensing in their state to do business which is where you are domiciled. If you DO NOT have proper authority and/or licensing to conduct business, then your contract is VOID.  You cannot conduct business under false pretenses and enforce your contract. A formal complaint has already been filed with the ******* **** of *********** and ******** Services that require this. I spoke to them on the phone. Yes, you have a broker authority with a bond on file with FMCSA. That doesn't give you the right to conduct business unless all the licenses and permit that are necessary for the type of business is satisfied both federally and by State.

  And since you take money via phone (credit cards)- I will be looking into wire fraud to see if this can be applied to your company also.

   Since when is it harassment to ask *********************************, owner of this "so-called" company, for a refund. The "Contract" doesn't contracturally obligate to NOT call the owner, or maybe you can point that out too. All information I have is public information found on different sources online. I will continue to ask him for a refund.

  CONTRACT IS VOID. I have complained to BBB, ******* **** of ** and consumer affairs, FMCSA, *********************** of ************************* and I will file a claim with Liberty ****************************(the ***************** and any other agency I feel has jurisdiction over this matter. You conducted business in **********, ******** and ******* for this so call "contract" obligation. I will look into all stated law and regulations. Any and all avenues for restitution will be pursued.

   All I want is a refund. How hard is that to do. 

  
  Sincerely,
  
  ******/****************************************

  Customer Answer

  Date: 06/13/2023

  I have already responded to their response. I Still have additional calls to government agencies here in California and ******** regarding their business practices across state lines and the rules each state applies to this situation. They must comply with all federal and state laws to be a legal entity to conduct business. So far I have found out through ********** and ******* that they are not in compliance. All I need to do is get a formal confirmation from each state or county office. Complaints have already been filed with not only the BBB but other government agencies for investigation. I will continue to investigate this company and inform the BBB and other hard working consumers in regards to their business practices so each consumer can be fully informed. Thank-you

  Business Response

  Date: 06/17/2023

  Hello,

  Previously, we made an honest attempt to respond to this matter. We, as the broker, followed standard policy as to how our contract reads. Unfortunately, the customer has their own opinions, which we understand. Again, during this move, Mission Moving was licensed with the ***** as a moving broker. This is a federal entity, we also carried a bond and fulfilled all the requirements set forth to operate as a moving broker. 

  At this time, we have no further information to provide for this case. 

   

  Thank you,

  -Mission Moving

  Customer Answer

  Date: 06/26/2023

   
  Complaint: 20169600
  
  I am rejecting this response because:
  This company used deceptive business practices and owes me a refund. The company doesn't have ALL required licenses and based upon all the other BBB complajnts- has a history of deceiving customers. Refund is in order. Nothing more.

  
  Sincerely,
  
  ******/****************************************

  Business Response

  Date: 06/26/2023

  Hello,

  The customer is entitled to their own opinion. We are not here to go back and forth with them, as we are a busy company doing our best to ensure every job is services appropriately. The refund they desire is not an option, unfortunately. If the BBB needs further information regarding this file, we'll be happy to share. Please know that customer sign an Adobe E-sign with us prior to booking, there are signature fields at the bottom of each of the terms of our contract, this is down, so customers completely understand how this process works and nothing is being hidden from them. That being said, we are honest and transparent. 

  Good day to all parties involved.

   

• Initial Complaint

  Date:05/04/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company now identifies as First Rate Movers. Was approached by company upon placing a query online with a search engine. Agent seemed very friendly and helpful during phone call. Was given a quote that seemed too good to be true, but company was not pushy.Googling First Rate Movers led to no results in the vicinity of *************, **. No BBB record either.Found this listing by searching for physical address of business. Verified Mission Moving is now operating as First Rate Movers by calling number listed in their BBB profile. **BUYER BEWARE**

  Business Response

  Date: 05/04/2023

  Hello,

  Yes, Mission Moving was bought out and is under new ownership and management.  At First Rate Movers, Our goal is to provide the best quality of service while also providing affordable pricing for long distance moving services. We pride ourselves in consumer feedback, we want to do all we can to be open and transparent with everyone we come into contact with. We do apologize if the customer felt the pricing was low. In most cases, consumers can feel that pricing is higher than what they would like to spend. Sorry if this created a red flag. Some of the larger outfits can have higher pricing than the average sized moving company. All of our estimates are binding based on the inventory listed on the agreement. Customers are only going to pay for what they move.

  We will continue to do our best to provide the quality of service that consumers deserve, at affordable prices. We want families to feel comfortable when reserving with **. Long distance moving can be very stressful, we want to do our best to alleviate that for customers. 

  Best to all readers,

  -First Rate Movers

• Initial Complaint

  Date:03/22/2023

  Type:Billing 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.

  12/02/2022 this company took information from an unknown source and my debit card information that was stolen and charged my account for $9809.54 for a move that was not mine, we have been fighting this for 5 months now with no resolvent from the company period. This has been fraud on there part and they will not refund the money. We have contacted our bank after finding out of the processed payment that was not authorized by me. This company had frauded a contract and debited an unauthorized amount of money.

  Business Response

  Date: 03/22/2023

  Hello,

  *********************** & ********************* reserved a move with us to move them from **********, ** to ************* 12-06-2022.

  They reserved a move by signing a contract in adobe format which requires signatures at the bottom of each section, as well as a credit card authorization form. We then dispatched their move to a licensed carrier that is up to date with all of the requirements set forth by the ****************************. As the moving broker, we were available to advocate on their behalf throughout the process of the move. When reviewing this file there are detailed and sound notes pertaining to the process that took place leading up to the move. 

  Later, the customer charged back with their bank claiming cancelled services when a carrier was dispatched out to the home. Our contract clearly states sending the movers away is considered a forfeiture of the deposit. When we provided the bank with supporting information and signed contracts, they deemed services were rendered and rewarded the funds to us. 

  We have gone ahead and attached both signed contracts by the customer which were signed at the ** address for the customer. 

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19635970
  
  I am rejecting this response because: this was a fraudulent transaction not made by me or anyone in household. A police report has been done. They took ******* that was not authorized by me or anyone else in household. And the signatures are not mine or match my signature card at my bank. The attorney general has been notified as this is a continued issue with this company. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 03/24/2023

  There email explains itself 

  Business Response

  Date: 03/28/2023

  Hello,

  We previously responded with all the information available on our end as well as the signed contracts. These signed contract were flagged near the customers IP address and were indeed signed by the customer. The customer own bank confirmed this, unfortunately, that is why we are here. Consumers are protected by their banks, if any type of fraudulent activity took  place, the customers bank would have reversed it. In actuality, the bank rewarded the funds to the moving company as services rendered based on the agreement that the customer signed.

  This is what happens when a chargeback is lost after documentation is provided to the bank. We did our best to accommodate this customer move but unfortunately, they felt the need to attempt to chargeback with their banking institution. 

  We would ask that the BBB close this case, we have provided supporting documents to show our stance on the matter, well as our written description of what took place on this move. 

  Thank you

  Customer Answer

  Date: 03/31/2023

   
  Complaint: 19635970
  
  I am rejecting this response because: *********** took money that was not authorized by myself or any representative. We have filed with the Attorney general of ******* for fraud with this moving company. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/04/2023

  Hello,

  This has become a legal matter, our legal team has advised that we discontinue communication on review platforms.

  Thank you

   

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 19635970
  
  I am rejecting this response because: *********** is fraud and this matter has been turned over to the Attorney General ******* for prosecution.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/02/2023

  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 received a quote for moving my 4-bedroom home of $3600.00. I went over the inventory of what would need to be moved, where we were moving, etc. I paid a $1310 deposit based on the $3600 quote on 2/21. I received multiple calls going over the move between 2/21 - 3/1/23. On 3/1/23 the business decided that the volume for our move was more and quoted a new price of $9800. When I requested to cancel and for them to refund my deposit they stated I was past my 72 hour cancellation period. I didn't get repriced until well after the 72 hours. They are refusing to return the $1310 deposit even though they repriced me after the 72 hours and tripled the quote for the service. Bait and switch. If they reprice, the 72 hour should reset based on the reprice date.

  Business Response

  Date: 03/02/2023

  Hello,

  Prior to every move we place a ***************** call. These calls take place a few days before the pickup being that this is the time that customers have packed they're boxes and have a true understanding of what's going and what is staying behind. Furthermore, there is a schedule that we maintain in order to service everything in the proper order to handle this calls. 

  When reviewing the notes on this file, even though this customer had additional inventory outside of the contracted amount, the carrier was still willing to complete the move at a $2000.00 discounted rate. Unfortunately,  this was not satisfactory in the customer eyes and we were unable to find common ground. 

  Finally, we feel that we did what we goof to please the customer in the matter from a broker stand point. We advocated on their behalf with the carrier and communicated with them what was realistic as to moving forward with the services after the inventory increase. We hope the customer can understand our stance on the matter and wish them the best.

  -First Rate Team

  Customer Answer

  Date: 03/03/2023

   
  Complaint: 19522970
  
  I am rejecting this response because: The initial contract was for $3600 with a 72 hour cancellation policy; however, the business changed the terms of the contract 2 days prior to moving from $3600 to almost $10,000. They should have given me the same 72 hour cancellation when the pricing tripled. After multiple attempts they resolution offered was still a substantial increase from $3600 to $4910. If they base the rate on the initial interview then why don't they complete the ** call within the cancellation period vs. multiple weeks after your past the cancellation period. I suspect they do so in order to not refund the initial deposit if you decide that you don't want to pay a 300% mark up from the original quote. 

  I had to hire another company and rent storage space at the last minute and to place in context the company charged us $2300. 

  If you were in the process of applying for a mortgage and there is a substantial change in pricing/terms you have to issue a change of circumstance and allow the borrower/consumer to cancel if they deem the change to be too expensive. 

  My items were not more than the original cubic feet in the $3600 bid. The only thing that changed was the "**" team increased the pricing. In the initial call we discussed we had a 4 bedroom home and size of the home and went over the amount of funiture. At the last minute the business decided to change terms and then refused to refund me if I did not accept their increased pricing. Bait and switch. Poor business practices. And they wait until the last minute, when they think the consumer does not have sufficient time to find another company to increase pricing. 

  I would like a full refund. 

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

  Business Response

  Date: 03/03/2023

  Hello,

  At no time do we or would we ever change the terms of the contract. The customer signed a Adobe E-sign at the bottom of each page agreeing to its terms. More importantly, they agreed that the description of the items being moved was correct and accurate. During the ** call the inventory changed, this now influenced the price to change, naturally. 

  After advocating on the customer behalf with the carrier and at the end of the day this move only went up $300.00.

  The customer made a conscious decision to cancel and forfeit they're deposit. We tried to inform them this would be non-refundable, unfortunately they refused and wanted to cancel.

  -First Rate Movers

  Customer Answer

  Date: 03/07/2023

   
  Complaint: 19522970
  
  I am rejecting this response because: This business in just blatantly lying in responses to the complaint. The counter offer from the ** call at $9800 vs. $3600 original estimate was $3500 flat rate in addition to the deposit of $1310. That is a total of $4810, well past the initial $3600 and we'll over the claimed $300 difference. 

  This business, if you view reviews on ************* and other sites commonly does this bait and switch tactic. There are multiple reviews noting the same issue. I wish I would have seen these reviews beforehand. 

  Again, I would like a refund. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/30/2023

  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.

  On November 15th I contacted 1st rate movers to inquire about their services for my moves from ************* to **************. I asked them numerous questions regarding their services And what would be the expected total/fees/and experience. After going back-and-forth and taking A-day to consider I reviewed the 1st rate mover sent me signed it and gave a deposit. After giving my deposit I received a phone call from 1st rate movers later that day in which I was told it would be a verification phone call of my details during that phone call I was given additional and new information that was not initially provided to me before signing the contract and giving a deposit. I brought this up as a major concern and stated that I would not have signed the contract and given a deposit which was not 100% refundable if I was told this information prior especially since the information that changed was question that I had asked about specifically. One being hidden fees another Not disclosing that they did not accept all forms of payment and Not accurately depicting what their process for moving was like. I at that point when it's a cancel but was pretty strong armed and to stay with the company was told I would not receive a full refund. After that there were several instances of being given information at 1 point and then being given different information during the follow up at another point. I tried to cancel with the company 2 more times but was unsuccessful. The estiamte that they gave me was inaccurate and the price went from $2280 to $3006 the day before scheduled pick up and I had no backup plans. Documents where changed and altered without consent to being given orginal copy.

  Business Response

  Date: 01/30/2023

  Hello,

  We are very sorry to see that this move came to this point. We really try our best to be an open book and set the proper expectations for customers when it comes to long distance moving. The moving estimate states the following on the 1st page as to what can cause overages on any particular move with us. 

  SEE BELOW-

  If Necessary For Your **************** Services And Fees May ** Applied:
  The packing of delicate items (televisions, mattress covers, glass tops, or delicate items, etc.) 
  Any additional packing or special crating (if not already listed on estimate)
  The loading of any bulky items (kayaks/canoe, motorcycle, large safes, piano, ATV) 
  Full packing services are available if needed. If a full pack is purchased, One Source *** Lines will coordinate all labor and materials needed to professionally pack all household items listed. This includes all boxes, furniture packing, and delicate/fragile items. If additional household items are added at the time of pick up, then the total price for full service packing will be increased and adjusted by the guaranteed rate provided. The customer will receive a new written agreement at time of pick up.
  Shuttle services can be provided if necessary. If circumstances prohibit a semi-trailer to get close to the property for loading or unloading, a shuttle truck may be needed to complete the service. This can be arranged for a minimum charge of $300.
  If there are more than one flight of stairs (up to 10 consecutive steps), an additional fee of $75.00/flight may be added.
  Long carry (first 75ft free). Anything after 75 feet will be re-adjusted by the ******* at $1.25/Foot.
  The standard delivery timeframes are based off the **** (First Available Delivery Date) the customer marks while completing the bill of lading at the pick up.  If the **** is outside 30 days from the day of pick up then the carrier has the right to charge for monthly storage costs.

   

  **WE HAVE ALSO ATTACHED THE SIGNED MOVING AGREEMENT BY THIS CUSTOMER.***

   

  You will find that our cancellation policy is also very transparent. The cancellation policy has it's own page which requires an individual signature by customers. Policy states that customer have 72 hours from the time of booking to cancel for an 85% refund. After this time, the deposit is deemed non-refundable. 

  Later, customer placed call to potentially cancel the move, we informed them they were outside of the standard cancellation window and that it would be wise to stay onboard to not forfeit the deposit that was placed.  after speaking with a manager they agreed and went forward with the move. We feel in our opinion the customer had an option and made a conscious decision to stay onboard with the move. To later go back on this and make things seem as if we forced them to move with us is simple not true. We would ask for some accountability to be taken on their part.

  When reviewing the file the customer locked in a rate of $4.40 per cf. for ******************************************************************************************* remove items from the inventory list. At this time the customer went up to roughly *****. We then went over the new cost with the customer in which they choose to go with the original for now and potentially revise on-site with the carrier. Sure enough, when the carrier arrived they learned the customer had 436 cf. of space to be moved and had to revise the cost. (reason for overages)

  Finally, We do apologize for any inconveniences they may have occurred with this move, we did have the customer best interest in mind. We have policies in place just like any other company and hope the customer can understand where we are coming from. If further information is needed please contact our customer service department and we'll do what's needed to assist. 

  Kind regards,

  -First rate Movers

   

• Initial Complaint

  Date:01/23/2023

  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.

  Spoke with ************** of First Rate Movers on 1/2/23. Everything **** told me, I believed would be fully carried out as spoken over the phone. He offered me moving price of $4,123.65, and assured me First Rate Movers would be the ones to handle the move from the beginning to the end, rather than passing it off to another moving company and local movers.On Monday I had the Q&A call and price nearly doubled to $9,292.62 They assured me price could go down upon delivery if cubic square feet was less than what we measured via phone call. Actual move was ***** cubic square feet. Yesterday, not First Rate Moving Company came for move, but ******************, and movers from *********. **** and ****** had told me they would waive the elevator fee, and likely long distance carry. Yesterday, I paid nearly $300 in cash for the long ************ This morning: have to pay the elevator fee of $75 in ********** for delivery. Movers yesterday would not allow move artificial palm plant that was on inventory..I paid ***************** $2,325.00 yesterday and still owe $2,325.00 at delivery. Moving fee is $9,292.62 (not counting nearly $300 cash yesterday plus all additional unknown fees).This morning: all of our items are sitting in warehouse with our boxes in random order (not separated out for my Mom or me), and will work to find another moving company to **********. It could be up to one month from 1/24 foritems to arrive in CA. **** told me **** weeks after pickup in MD.As not agreed-upon from speaking with ****, this morning told that between my mom and my boxes, there will be no order on moving truck. Upon delivery, I will need to cut boxes with knife/figure and likely pay for additional moving fee for correct delivery. Informed this am need to pay up to $1000 shuttle fee for moving company to transfer moving items from 75 long truck to smaller truck for delivery. Realities of this move NOT at all what I was told by First Rate Movers. Unresolved with contact

  Business Response

  Date: 01/23/2023

  Hello,

  We are sorry to hear there are some issues tasking place during the moving process with us. Our agreement says in multiple locations that we are indeed a moving broker and our job is to locate a carrier within our network. Is it possible that **** mentioned he would be "involved the entire way"? It is our job to advocate on the customers behalf with the carrier throughout the course of the move. 

  Prior to every pickup we place a ***************** call allowing customer the option to add or remove items from the inventory to ensure accuracy. In this case it does appears quite a bit of items were indeed added and a revised contract was signed. For every long distance move the mover have legally up to 21 business days to delivery the goods from the first available delivery date the customer lists on the Bill of lading. However, most movers do not take this long. We provide customer within an estimated spread but we cannot guarantee these time frames, they are simply estimates based on the volume and history of the route. 

  As to some of the additional costs incurred, we should be able to have the elevator fee removed/refunded by the carrier. The long carry/shuttle is up to the ********* discretion. We as the broker do not make money for these fee's and do not have control over the discretion the drivers uses when observing the location.

  This is simply the cost for additional work for the movers. There is no incentive for us as the broker for this to occur for our customers. 

  The goods being moved are part of one move traveling under one job number. That being said, we cannot separate the items for 2 parties involved in the move. This should have been done by labeling each item as to who its going to. 

  We have forwarded the matter over to our customer service team who will begin communicating with the carrier as to refunds for the elevator fee's. We do apologize for any inconveniences that *** have occurred during the moving process with us. 

  Kind regards

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18856860
  
  I am rejecting this response because:
  This was not explained to me on the initial call, Q&A call, or inventory call. 
  The inventory call: I was specifically told that my price doubled because of all the boxes and if I reduced my items then my price would go down at delivery. 
  I was not told about extra shuttle fee, nor labeling my boxes separate.
  Also, items that were on the inventory to be moved were not picked up by the movers and I had to throw them away at my own significant cost. They were approved on the video call with ************** (items shown on live video, and the inventory call). I am seeking reimbursement for these items that I was told could be shipped in the move and more included in the inventory.

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

  Business Response

  Date: 01/26/2023

  Hello,

  Performing a virtual estimate is always great being that it allows us to really gage the size of the move. However, what is listed on the inventory list contractually is was bares the weight. In this case as to the boxes, customer was Quoted for 79 boxes total, Customer moved 101 boxes total - rugs moved , none on quoted inventory. These additional items will cause overages.

  Customers are responsible for reviewing the inventory list to confirm it is accurate as stated in the agreement under the terms and conditions. This has previously been gone over with a manager and customer service representative regarding the specific matter. 

  If further assistance is needed, please reach out to our customer service department.

  Thank you,

  Management 

   

   

  Customer Answer

  Date: 02/08/2023

   
  Complaint: 18856860
  
  1) I am rejecting this response because:
  The size of the moving boxes matters. Many of our moving boxes were small and did not take up much space. 
  

  2) We did not move any rugs. I provided my own 12 moving blankets to protect my elliptical and any furniture. Nothing whatsoever was used to protect me elliptical; boxes were stacked on it and it was significantly damaged. Other moving blankets on furniture were torn and furniture was damaged. I was specifically told my elliptical and all oversized items (eg furniture, paintings, tv) would be protected. They were not and significantly damaged-all at me expense. 
  3) My plant and my Moms lamp were on the inventory and were not moved. 
  4) Price on Q&A call was doubled; for moving broker. I was promised price would be decreased upon delivery if I reduced the number of items which I did. 
  $4,629.88 Binding Estimate Fee and on 1/16 $1,976.8

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

• Initial Complaint

  Date:10/17/2022

  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.

  Date: 7/28/2022 Account: K4829139 Paid: $2014.66 Contracted for: $9744.656 Committed to provide me: ************** move, including our piano for under $10,000 Dispute: I am disputing that the total cost of my move is now around $17,000 (well above the original contract) and very few if any of the service was provided. Additionally, thousands of dollars of damage was done to my furniture, along with very little of the contracted service (e.g. setting up furniture in my home, protecting my furniture in transit, etc.) . Finally, my move was never completed and my piano may be ruined due to movers having no equipment nor expertise to move the piano even though I paid extra for it. It still sits in my garage where it was left (and never brought into my home as promised). Mission Moving has very little to make this right even though I have contacted them repeatedly for months. When I asked for a refund because of the lack of provided service and thousands of dollars in damage I was declined. Further, when I tried to contact Mission Moving for weeks on end to talk through the many complications that happened during the move they were suddenly "unavailable" even though during the negotiations they were incredibly prompt. This is no coincidence.Finally, it should be clear that I'm seeking a refund for SERVICE not provided, then for thousands of dollars in DAMAGES to my personal belongings.

  Business Response

  Date: 10/18/2022

  Hello,

  We are very sorry to hear that damaged may have occurred during your relocation process. Please know we are a moving broker and not an insurance company. This is why our agreement states we the broker are to not be held liable for broken,damaged,missing items. We never went to the home or touched anything. Our job is to locate a licensed carrier to dispatch to the job.

  These moves come standard with 10k liability @.60 per pound. We can send out claims info if that has not already been done. We are here to assist with the claims process, if need be, also. However, a move like this with a piano involved, additional insurance should have been purchased or utilized through a homeowner's policy. If the customer would like us to advocate with the carrier on their behalf, we'd be more than happy to do so. 

  Thank you,

  -Mission Moving Group