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:02/10/2023

  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.

  Hi,I signed a contract with Graceful Moving...Saturday, 05/21/2022 Customer: **************************************/***************************** Job #: A8311870 GRACEFUL MOVING GROUP **************************************************************************************************** Questions? Call ** at ************ gracefulmovinggroup.com TRANSACTION # 10609664-7542 DATE 05/21/2022 12:01 PM RESULT APPROVED AUTH CODE 02168C CARDHOLDER NAME ************************************** REFERENCE NUMBER A8311870 $1,262.50 - first payment, second half due upon delivery......to move our household goods to my daughter at her new apartment, but they lost them for months, through Superior *** Lines, with no explanation beyond an initial "truck breakdown" the 1st week of June 2022. They finally showed up in September 2022 with half of the belongings missing, and plenty of what actually was present, broken. I filed a complaint, which was then funneled through CSI Pros...Phone: 77-CSI-CLAIM *************) Fax: ************ ***************************************************************************** ...for over $10,400 in lost/stolen/damaged possessions. They offered us $38.41. I rent, and my daughter rents -- neither of our renter's insurance covers lost items in the hands of 3rd parties, such as these moving companies.We have everything well documented and organized because we have tried ********* now of recouping our losses: first CSI Pros, then my renter's policy, then her renter's insurance policy.My daughter is already a stalking survivor, and this move was supposed to start her life over. Please help us recoup these losses and get her some furniture, and a TV again.Many thanks for your help in this,**************************************

  Business Response

  Date: 02/21/2023

  First, we would like to apologize for any inconvenience that the customer may have experienced.  It is never our intention for our customers to be less than satisfied with our services.  
  We understand that the delivery time can be very stressful and chaotic. However, when the movers are ******* to bring furniture and boxes into residence, they still need the customer to sign the documents which is when the control is given back to the customer. At that point, the customer can require the movers to help identify items by their stickers, and count for boxes. That does give the opportunity to check main items and at least count them to verify quantity. Customers do not need to unpack boxes while the movers are still at the residence to verify missing items.  Boxes should be counted at time of the delivery and checked on the inventory to verify amounts match and inspected for condition at time of delivery to assure no external damage occurred.
  This process is explained in the contract signed by the customer and that exceptions should be noted on the bottom part of the inventory sheet. 
  Claims Service International (CSI) is not an insurance company and the customers claim filed is not an insurance claim. CSI is a 3rd party claims company hired by movers nationwide to determine the movers legal liability for household goods claims. Any liability for loss, damage, delay, payment of claim, any/all portions of the move or the claim are solely those of the carrier including the payment of claim settlements.
  
  CSI uses the documentation provided by the carrier and the customer to review the claim filed. We regret that the customer found it necessary to file a ******************** complaint, but we trust that the above explanation enables them to better understand our position in this matter. 
  
  

• Initial Complaint

  Date:02/09/2023

  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 began when Nationwide and *************** moved me.I'm a senior who slept on the floor for 7 weeks, four of which were in below zero weather because it took Cobra 7 weeks to deliver my things. Nationwide lied to me at the onset or I never, ever would have moved using them or made other arrangements.*************** delivered belongings....many damaged, many missing. They also damaged the historic building I moved into and are not paying. The *** tells me they will be sending them a bill directly. Within my unit, walls were damaged and wood floors destroyed despite my placing carton and plastic on the ground.My claim came to $24k.The offer is for $204.

  Business Response

  Date: 02/16/2023

  First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience.

  We offer customers the free of charge coverage of $0.60 per lb. per article as required per federal regulations. Any additional coverage is not free of charge and must be paid for. Full Value Protection is a valuation option offerred by the movers for a charge and is not free. The customer must declare the value of the ir shipment and select a deductible option as these two affect the cost of the coverage. The estimate includes the cost of the Full Value option. Most customers do choose the $0.60 per lb. per article as it is free of charge and helps keeping the move costs lower.

  We understand that the delivery time can be very stressful and chaotic. However, when the movers are ******* to bring furniture and boxes into residence, they still need the customer to sign the documents which is when the control is given back to the customer. At that point, the customer can require the movers to help identify items by their stickers, and count for boxes. It may not be the easiest task to complete and that is why the customer has 9 months to file a claim. However, that does give the opportunity to check main items and at least count them to verify quantity. Damages can later be documented by supporting pictures. At all times, such movers behavior should and must be immediately reported to main office even if by leaving a message after hours.

  A brief review of the inventory sheets reveals that the customer did not make any notations indicating any loss or damage to their goods as it is required to do at the time of delivery. Once the customer contacted us we immediately referred them to our claims company CSI to file a claim for loss, damage, delay, overcharge or complaint. 

  The customer was asked what the date will be the first available date they will be ready for delivery. The customer stated 11/10/2022. From that date we have up to 21 business days to attempt the delivery of the shipment. We will not guarantee a date for delivery unless a dedicated truck was requested and paid for. We must take into consideration road conditions, weather, and mechanical issues that can affect truck routes. Everything that was agreed upon is in writing and it is the customers responsibility to verify all their needs are included in the original estimate.

  The customer was referred to our ********************************************* provider CSI to file a proper claim as required by the law. The customer was sent login information on 12/22/2022 to file a claim online. The claim was received, analyzed and compensation was  offered. The customer was offered a settlement for $209.70 based on our legal liability of 60 cents per pound per article and within the time frame allowed by law. For further assistance with filing claims you may contact CSI directly at ************ or online at *********************************************

  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

• Initial Complaint

  Date:02/01/2023

  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.

  We filed a claim with them because they were hired by our moving company within the 9 month allotted times that we had to file a claim. We filed on 10/10/22 and we were working with them to finish the claim and process it. The claims examiner **** indicated that i needed to reclassify some of our items and the easier for her to withdraw the claim and resubmit the claim. As a result, she then denied the claim since she withdrew it after the 9 month timeframe lapse. We tried to appeal but we have not been able to make any progress with them.

  Business Response

  Date: 02/06/2023

  We would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services, we have notified our team of the issues you had while filing the claim, this was reported and our team assisted you with filling the claim, if there's any information required, the case manager will contact you via email and phone. 
  
  Please note that Claims Service International (CSI) is a 3rd party claims company hired by the mover to determine the movers legal liability for household goods claims. Any liability for loss, damage, delay, any/all portions of the move or the claim are solely those of the carrier including the payment of claim settlements. 

• Initial Complaint

  Date:01/31/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Filed a moving claim for stolen and damaged property from the moving company Front Door Moving and storage with this company per FDM policy. Filed on 11/26/2023 for stolen solar generator worth $1000 and damaged furniture worth over $3000. Per CSI my claim is only worth $12.00. Per CSI *******, we did not claim the generator missing upon arrival of our items. We (the owners) were out of state for a funeral and my parents signed for the delivery. As we told CSI we made the discovery when we returned and notified FDM and they told us to put in a claim. Per their policy we have 9 months to file a claim. We submitted pictures of the damaged furniture and was told by ******* that the photos were not sufficient and the claim was only worth in total $12.00. We paid $18K to FDM to move our stuff from ********* ** to ******* ** of which they also stored for over 5 months, which we paid an additional $950 a month for storage. We believe that CSI is working with FDM to help dismissing claims on bad moving companies so they don't have to pay. We feel that CSI needs to at minimum pay for the stolen generator and the damages to the furniture per their policy. Per ******* there is nothing more they can do because we are only allowed to submit 1 claim and they feel that my parents signing the delivery gives them the right to deny ours.

  Business Response

  Date: 02/08/2023

  First, we would like to apologize for any inconvenience the customer has endured during the move. It is never our intention that customers will have a less than satisfying experience.

  We understand that the delivery time can be very stressful and chaotic. However, when the movers are ******* to bring furniture and boxes into residence, they still need the customer to sign the documents which is when the control is given back to the customer. At that point, the customer can require the movers to help identify items by their stickers, and count the boxes. It may not be the easiest task to complete notatting all damaged items and that is why the customer has 9 months to file a claim, but that does give the customer the opportunity to check main items and count items to verify the quantity ans notate missing items. Damages can later be documented by supporting pictures. At all times, if mover refuse to allow the surveying of the items at delivery their behavior must be immediately reported to main office even if by leaving a message after hours.

  A brief review of the inventory sheets reveals that the customer did not make any notations indicating any loss or damage to their goods as it is required to do at the time of delivery. Once the customer contacted us we immediately referred them to our claims company CSI to file a claim for loss, damage, delay, overcharge or complaint. The proper review of a claim requires that all key material be provided for a just resolution to be offered. However, the collection of such material can become lengthy due to reasons beyond our control such as: Full view pictures supporting claims, move documentation, crew statements, inspection reports etc. All claims are treated to be equally important and therefore handled in the order they are received. We appreciate your patience and cooperation.

  We offer customers the free of charge coverage of $0.60 per lb. per article as required per federal regulations. Any additional coverage is not free of charge and must be paid for. Full Value Protection is a valuation option offerred by the movers for a charge and is not free. The customer must declare the value of the ir shipment and select a deductible option as these two affect the cost of the coverage. The estimate includes the cost of the Full Value option. Most customers do choose the $0.60 per lb. per article as it is free of charge and helps keeping the move costs lower.

  The customer was referred to our ********************************************* provider CSI to file a proper claim as required by the law. The customer was sent login information on 11/29/2022 to file a claim online. The claim was received, analyzed and compensation was offered based on our legal liability and within the time frame allowed by law. The customer was offered a settlement for $12.00 based on our legal liability of 60 cents per pound per article. The customer must complete the missing information on the claim form with the case manager directly in order to dispute the claim properly.

  For further assistance with filing claims the customer may contact ********************** directly at ************  Ext. 35 or via email at ********************************************** Please provide Claim ID ********* when contacting CSI.

• 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.

  I hired Global Moving LLC (globalmovingllc.com) to help me moving from ********** to *********. I signed the contract back in October 2022; and of course they forged the white copy of the carbon (see photos), and charged me extra fees. Once they finally arrived to deliver my belongs I noticed several key items MISSING. When I asked they said they didn't know where they were. Shock, yes.... Also, tons of my boxes and furniture were damaged; see photos. I've opened a CLAIMS case with Global Moving LLC's claims company; Claims Service International *** (***********************************) in October 2022. They refuse to return my emails, phone calls, etc. It's been over 4 months since I opened the claim, and NOTHING from Claims Service International *** (CSI). I'm officially reporting them. Below are the key items I am missing.1. EVGA GeForce RTX **** Ti FTW3 ULTRA HYBRID GAMING, 24G-P5-4988-KR, 24GB GDDR6X, iCX3, HYBRID Cooler, ARGB LED, Backplate, Free eLeash 2. Tens of Thousands of rounds of ammunition; multiple calibers 3. DJI Mini 2Fly More Combo 4. ASUS ROG Zephyrus Duo 16 5. ASUS 25" 1440P Monitor (PB258Q)

  Business Response

  Date: 02/08/2023

  First, we would like to apologize for any inconvenience the customer has endured during the claim process It is never our intention that customers will have a less-than-satisfying experience.
  
  Claims Service International (CSI) is not an insurance company and the customers claim filed is not an insurance claim. CSI is a 3rd party claims company hired by movers nationwide to determine the movers legal liability for household goods claims.  Since this move was an interstate move it is governed by federal regulations which allows up to 120 days for the processing of the claim, The proper review of a claim requires that all key material be provided for a just resolution to be offered. However, the collection of such material can become lengthy due to reasons beyond our control such as: pictures supporting claims, move documentation, crew statements, inspection reports etc. All claims are treated to be equally important and therefore handled in the order they are received. We appreciate your patience and cooperation. 
  
  The current status of your claims is "Authorize". Your claim is in its final stage of approval of the adjuster's findings. Once it is approved, you will be sent a settlement email notifying you of the conclusion of the claim.
  
  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

  Customer Answer

  Date: 02/11/2023

   
  Complaint: 18948983
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/21/2023

  We apologize for any issue encountered and appreciate your patience and understanding. We've already reviewed your claim and sent it out to your moving company for approval since 2023/02/08, we have contacted them several times to expedite the approval and get your claim completed as soon as possible, however, we're still waiting for their feedback, If you'd like to expedite the procedure, please get in touch with the carrier. 

  Please note that Per the terms and conditions signed by the customer prior to filing their claim on our website or through our office, the customer signed in agreement that they read, understood, and agreed to not hold CSI liable in any way for the results of their claim, for the compensation of their claim, for the loss, damage, delay, overcharge, grievance or any other matter related directly or indirectly to their move or the claim filed against their carrier for their move. The handling and receipt of any claims in our office or online is contingent upon the acceptance in writing (electronically or by hand) of the terms of our service.

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 18948983
  
  I am rejecting this response because: They are dragging their feet to file my claim properly, and do not communicate with me at all.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/27/2023

  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 hired movers from ******* to ********, the movers themselves ended up charging me twice what I was quoted. They damaged a lot of my stuff and I was missing over 15 items. Was told to file a claim with CSI who pretend to be an insurance company when they are really just a front for the moving companies as a way to never pay a claim. I filled out all the forms with receipts and details. CSI kept telling me they had 120 days to process the claim. I was emailing them weekly. I would get occasional updates about where I was in the que. Finally a few weeks ago I realized it's wT past 120 days and I never heard a thing back from CSI. So the other day I email them for an update on my claim. They state they had sent me a letter in the mail I needed to sign off on and I had 30 days to return it. We I never got a letter and all the prior communication was via email?? Like all of a sudden they send me a letter in the mail with no email copy? No email telling me it's coming? No email follow up?? I have **** informed delivery, I get photos of all my mail..no mail was ever received from CSI. They lied and also in another BBB to complaint the customer was in told his offer was emailed to him?? Really? And his claim and mine were both closed for " lack of interest" I have attached their letter below. Lack of Interest?? I was emailing CSI weekly! I couldn't have been more interested but they pulled this scam claiming I never sent back the letter signed that of course I never got. I have filed complaints at the State and Federal levels. I have written a letter to the **************** on Insurance Fraud. This company needs to be shut down!

  Business Response

  Date: 02/08/2023

  We regret you are less than satisfied with the results of your claim, Claims Service International (CSI) is not an insurance company and the customers claim filed is not an insurance claim. CSI is a 3rd party claims company hired by movers nationwide to determine the movers legal liability for household goods claims. Any liability for loss, damage, delay, payment of claim, any/all portions of the move or the claim are solely those of the carrier including the payment of claim settlements.
  
  The customer was sent login information on 07/20/2022 to file a claim online. The claim was posted by the customer and received by ********************** on 07/20/2022  Once received, it was analyzed in the order it was received.  Regulations state that interstate moving claims are allowed 120 days to process our goal is to analyze each claim as accurately as we can under the regulations and shipping documents that govern your move, in our settlement letter to you via email on 11/28/2022, we informed you that we must receive your signed release within 30 days of the date of the settlement email or you may file a dispute. Since no correspondence was received we have determined that you are no longer interested in proceeding with your claim and have closed your claim file. You can find the final settlement offer letter in the Emails tab of your claim under the subject: Settlement Offer Letter.
  
  We always advise to sign the release form regardless of the status of your claim. Once we receive the signed release form we will send it to them and see if they will accept it or not. We will notify you once we have an answer from them, It may take longer than the standard wait time due to the late submission.
  
  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

  Customer Answer

  Date: 02/08/2023

   
  Complaint: 18941490
  
  I am rejecting this response because:the business is lying. Look at past complaints. They say the same thing they claim they send a settlement email and they lie their ***** about it. I checked every email and spam from that date and before and after and I never received an email from these criminals. Funny that I received all the other emails when these thieves had me jump through hoops filling out the claim form. Also despite my requests the never even showed me a copy of the email. Why?? Cause it was never sent, this useless firm is in cahootz with the moving company to pretend to handle your claim but they never do. Then they state they sent a settlement offer?? Wouldn't you think they would follow up if it had a deadline on it if they got no response???  Course not..that's the scam that play, claim a settlement went out and then say you never signed it.  These Criminals should be investigated by the SEC for illegal trade practice.  Someone needs to shut this company down and their criminal partners Global Moving who stole half my stuff and destroyed most of the rest.  

  I REJECT THEIR RESPONSE AS PURE BULL S*** LIES!!!!!

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

  Business Response

  Date: 02/09/2023

  The customer needs to log in to their online claim account, go the communications tab, and they will see what we have said.  We are not lying.  

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 18941490
  
  I am rejecting this response because:. Online claim account??  Are they insane?  I never had an on line claim account set up. They never sent a settlement email. Every response they send is a ****% lie and the government needs to shut down this illicit business.  They are thieves liars and criminals. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/06/2023

  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.

  We are writing to detail our experience with CSI Pros movers insurance.The adjuster assigned to us, ****************, was rude and unprofessional. He laughed at my obvious distress over their response to my claim. He insisted that I entered the missing armoire base as damaged, which I did not, and moved it to that category. Second adjuster, ****************, would only correspond via email and also insisted the armoire is damaged, not missing. I entered it on my claim as a missing item. They moved the item to the Damage side of the claim. They then claimed I did not provide pictures of the damage! They will pay nothing for several items because they were marked Packed By Owner; however, some, such as the antique sewing ***************** were not packed at all!Here is a comprehensive list of damages:Antique armoire, destroyed, missing base, not repairable $3,000*; Band saw: door bent, blade broken, not repairable $400*; Missing hand truck $150 (including foam filled never flat tires, at $40 each); Antique display case, hole punched in back, not repairable $100*; Antique sewing machine, drawers broken, not repairable*; Multiple plastic bins broken, crushed $300 1 large tool bin, top destroyed $75; Missing one concrete bucket, probably broken and discarded, contents strewn on stored items. $100; One concrete bucket lid broken, missing half the contents which were strewn throughout the stored items. $100; Denon CD player crushed, broken $300; Wheeled 3 shelf metal shop cart, large, top shelf bent $500*; Missing garden tools and sky chair poles, $100; Missing cookware: cast iron deep skillet with lid, cast iron round griddle, 2 Dutch ovens, 5 quart, with lids, ***************** 8x8, cast iron enamel lasagna pan **CSI ****************************************************************************** Phone: ************ Fax: ************ Email: ************************************************* Web: ************************************** Claim ID: ******** Order / Job No: Sp4419167 *not packed at all **removed from my packaging after leaving storage, stolen

  Business Response

  Date: 01/16/2023

  First, we would like to apologize for any inconvenience the customer experienced throughout the claim process. It is never the intention of any company that customers will have a less-than-satisfying experience.

  Claims Service International (CSI) is not an insurance company and the customers claim filed is not an insurance claim. CSI is a 3rd party claims company hired by movers nationwide to determine the movers legal liability for household goods claims. Any liability for loss, damage, delay, payment of claim, any/all portions of the move or the claim are solely those of the carrier including the payment of claim settlements.

  We understand that the delivery time can be very stressful and chaotic. However, when the movers are ******* to bring furniture and boxes into the residence, they still need the customer to sign the documents which are when the control is given back to the customer. At that point, the customer can require the movers to help identify items by their stickers, and count the boxes. It may not be the easiest task to complete notating all damaged items and that is why the customer has 9 months to file a claim, but that does give the customer the opportunity to check main items and count items to verify the quantity and notate missing items. Damages can later be documented by supporting pictures.
  
  The customer took note of the exceptions for the damaged and missing items per the documents that were submitted for the claim.  These notations should align with what is claimed. Anything that is noted as missing should be claimed as missing in the claim. This is to clarify why the Antique armoire was moved to the damaged items section of the claim. In the documents, it was noted as a damaged item  (item 6 column 2). The Antique armoire is missing the base so it's not the whole item that is missing so we can only review it as a damaged item. 

  The customer chose the free-of-charge coverage of $0.60 per lb. per article as required per federal regulations. Any additional coverage is not free of charge and must be paid for.  Most customers do choose the $0.60 per lb. per article as it is free of charge and helps keep the move costs lower. That is the liability that was used for the claim review and so for any item that is to be compensated, it was at  0.60 per lb. per article as signed in the contract which is the Bill of Lading. 

  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.

   

  Customer Answer

  Date: 01/20/2023

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

• Initial Complaint

  Date:01/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I relocated to ******** from ************* October 2021. My household property was shipped by Allstate Moving Company. In February 2022, the shipment was delivered to my residence. The metallic base of the glass living room coffee table was missing, one of the side lamp tables disassembled with the screws and other necessary attachments missing, the dresser mirror was also delivered damaged (mirror was detached from the wooden frame) and all the necessary screws and attachment to reassemble the furniture missing. When Allstate was informed, the an email arrived with the information to file a claim with the insurance company. I contacted the insurance company and properly filed a claim. I also went via the Fair Claims to resolved the issue amicably. After several weeks, Fair Claims responded that CSI failed to communicate with them. I experienced the same treatment after tying the reach the company via emails and telephone calls into the fall season. November 17, 2022, I received an email that their file had been closed per the time limit. From March 2022 until November 2022, CSI never ever contacted or responded to me if there was ever an issue with this claim and waited until the so called time limited ran out to avoid processing this claim. I am filing this as a fraud to customers who paid handsomely for insurance.

  Business Response

  Date: 01/13/2023

  We would like to apologize for any inconvenience that the customer may have experienced during the move. First, we would like to state the role of CSI. Claims Service International (CSI) is not an insurance company and the customers claim filed is not an insurance claim. CSI is a 3rd party claims company hired by movers nationwide to determine the movers legal liability for household goods claims. Any liability for loss, damage, delay, payment of claim, any/all portions of the move or the claim are solely those of the carrier including the payment of claim settlements. 
  The customer was referred to us ********************** by our client to file a proper claim as required by the law.  The customer was sent login information on 03/16/2022 to file a claim online. Up to date no claim has been received.  Once the claim is received it will be analyzed in the order it was received and compensation will be offered based on our legal liability and within the time frame allowed by law. The claim was closed on 11/19/2022 since it was 9 months after the delivery was done. 
  The Claim was reopened on 01/10/2023 after a request from the moving company. We regret that the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.
  
  

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18689714
  
  I am rejecting this response because:
  
  Sincerely,
  
  Gyude ***************************

  Customer Answer

  Date: 01/25/2023

  My complaint was based on that email sent to you from CSI. That is the same nonsense send to me last December. Apparently, my original explanation for initially filing the claim has not been understood by your office. This is so frustrating and annoying to say the least. I am getting the feeling this all just bureaucratic run around here. Allstate, the shipping company, provided the link to CSI after several days of my report last February after delivery of the household goods in order to file the claim. I went to the website and followed the protocol for filing. As you can see from document which I attached from my last correspondence with you, I received acknowledgement of the claim and to sent the bill of laden. I send it and until November 2022, I did not hear from that office again EVEN THOUGH, I emailed and called and called for an update. NO ONE bothered to reach me until the the so called period ended, deliberately!  No one informed me over that period that about anything missing again, or follow up with this claim from CSI, EVER! Allstate took CASH over three thousand dollars) up front before taking my possessions to be shipped, I paid for mileage and gas as well as insurance for my property. I am not allowing them to get away with lost and damaged property as CSI is making an effort to do by not completing the process and shifting the blame to me.. So if you can do anything, I will take Allstate to court in MA.

  Please read the initial report.

  Business Response

  Date: 02/23/2023

  We apologize once more for any inconvenience that the customer may have experienced.  The customer stated that he filed a claim with Fair claims company and at the same time filed a claim with CSI meaning he would get compensation twice which would be a fraud. If Fair claims reached out to us they got the expected response that the customer was yet to file a claim which was the truth and not malice. 
  

  A Claims Account Activation notice was sent to the customer on 03/16/2022 via the same email address used to send the emails he attached in this complaint (Claim registration with CSI, Closed Claim Notice - over the time, Notice of Assigned Case Manager).  This notice that the customer emitted in his list of emails, it had instructions on how to file a claim and the login credentials to his profile. The customer was expected to put the details of what they were claiming be it damages, loss, or overcharge. 
  

  After we send the Claims Account Activation notice it is up to the customer to file a claim. If they do not, then we can not follow up on them. We only keep communication open for the customers who have filled the claims and we have some information to review. 

  The customer afterwards filed a claim on 01/17/2022 and it is in review. Since this move was an interstate move it is governed by federal regulations which allow up to 120 days for the processing of the claim.  
  We regret that the customer found it necessary to file a ******************** complaint, but we trust that the above explanation enables them to better understand our position in this matter.
  

  
  

• Initial Complaint

  Date:10/18/2022

  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 have been trying to recoop our funds from a criminal moving experience. I filed a complaint here and was deferred to the insurance company with a process that has taken months. We had over $25,000 in damage and missing items. I provided all requested information and finally reluctantly agreed to the $900 payment with the intent to take additional action. I never heard back. 2 months later they respond that they are closing my case due to lack of interest. I replied with a copy of the email that held my response. Called and LVM and never heard back from anyone across any channel. The moving company and this insurance company are running a criminal type organization. I want my money and I want it immediately. I am not reopening and starting a new process due to their lack of response and follow through.

  Business Response

  Date: 11/01/2022

  First, we would like to apologize for any inconvenience that the customer may have experienced during her move and the claim process.  It is never our intention for our customers to be less than satisfied with our services. 
  Claims Service International (CSI) is not an insurance company and the customers claim filed is not an insurance claim. CSI is a 3rd party claims company hired by movers nationwide to determine the movers legal liability for household goods claims. Any liability for loss, damage, delay, payment of claim, any/all portions of the move or the claim are solely those of the carrier including the payment of claim settlements.
  
  Claims filed are  analyzed in the order they are received and compensation if due will be offered based on our legal liability and within the time frame allowed by law.  This customer filed a claim per the liability signed for $0.60 per pound per article in the Bill of Lading which is the contract between the Movers and the Customer. A brief review of the inventory sheets reveals that the customer did not make any notations indicating any loss or damage to their goods as it is required to do at the time of delivery. 
  A settlement offer was sent to the customer on 07/15/2022 to the same email address the lack of interest was sent 2 months later on 09/13/2022. 
  We regret that the customer found it necessary to file a ******************** complaint, but we trust that the above explanation enables them to better understand our position in this matter.
  

• Initial Complaint

  Date:09/29/2022

  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.

  CSI claim for loss of furniture from Allstate Moving LLC.The loss of furniture was reported on line to CSI as required by Allstate. CSI has an online form but no address for filing forms required. The forms required were provided by Allstate. I filled my forms online as requested. The company says my claim is denied because of missing forms. My records show that the forms required were uploaded. I have written back to CSI about a need to know what is wrong with my submitted forms. My denial was sent to my email and I wrote back to the company that no compensation for loss items because of missing forms was an unacceptable conclusion. Weeks later, I havent received a response.

  Business Response

  Date: 10/04/2022

  First, we would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less satisfied with our services. 

  Per our Terms and Conditions as listed on the back of the Bill of Lading governing this move: Carrier shall not be liable for the loss or destruction of, or missing goods, or damage of goods tendered hereunder or any part thereof unless the claim is made in writing supported by proof of ownership together with substantiation of value, and weight. 

  Claims Service International (CSI) is not an insurance company and the customers claim filed is not an insurance claim. CSI is a 3rd party claims company hired by movers nationwide to determine the movers legal liability for household goods claims. Any liability for loss, damage, delay, payment of claim, any/all portions of the move or the claim are solely those of the carrier including the payment of claim settlements.

  Per the terms and conditions signed by the customer prior to filing their claim on our website or through our office, the customer signed an agreement that they read, understood, and agreed to not hold CSI liable in any way for the results of their claim, for the compensation of their claim, for the loss, damage, delay, overcharge, grievance or any other matter related directly or indirectly to their move or the claim filed against their carrier for their move. The handling and receipt of any claims in our office or online is contingent upon the acceptance in writing (electronically or by hand) of the terms of our service. 

  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.