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:02/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction was November twenty two of twenty twenty four amount paid was four thousand eight hundred and eleven dollars original price quoted for the move was $1900 company was hired to pick up and drop off in ************** with 30 day free storage company. Try to deliver item without contacting me fivedays after pick up and then proceeded to keep charging me for things that were not in the contract. I tried to dispute these things with the company no resolve from anyone who would answer my phone calls or get back to me so I was forced to just pay it to get my belongings. I feel this company scams. Their clients extorts them for money by holding their stuff hostage until whatever amount they decide you owe is given to them. My stuff was delivered damaged and I have tried to call company to file a claim with no resolve. Not only was my stuff not delivered until two months later, but I was overcharged and have damaged furniture to which I have to replace. Company also does not want to provide receipts. Luckily, I have video footage withdrawal from the bank and two electronic receipts that the secretary after attempts to contact the company finally sent me.

  

  Business Response

  Date: 02/28/2025

  I am deeply sorry to hear about the negative experience you had with our moving services. Your feedback is invaluable to us, and I appreciate you taking the time to share your concerns regarding your recent transaction with us.
  
  I understand your frustration with the discrepancies in the pricing, delay in delivery, and damaged items that occurred during your move. However we tried to deliver your items two times however we understand you had prior arrangements due to a birthday celebration which we accommodated for you. 
  
  In regards to charges please rest assure we had many conversations that are recorded making you aware of any charges made to you as well as your bill of lading that you signed accepting these charges, however I am deeply sorry for any inconvenience this may have caused to you. 

  I acknowledge your concerns regarding the lack of receipts and will ensure that the necessary documentation is provided to you promptly. Transparency and accountability are crucial to us, and we will take the required steps to address this issue moving forward. I am also sending you over the claims form that you can process. also here is the Bill of lading that we emailed to you on 01/29/2025 for your review
  
  I am committed to resolving these matters to your utmost satisfaction. Your feedback helps us improve our services, and we value the opportunity to make things right for you.
  
  Thank you for bringing these issues to our attention, and I appreciate your patience as we work towards resolving them. I will keep you informed of the progress and ensure that your concerns are addressed in a timely manner.
  

  
  

  Customer Answer

  Date: 03/12/2025

  Company needs to reimburse me for the damage furniture and damaged items in boxes that were thrown and were clearly marked glass lost a wall unit valued at $2000 and lost a dresser damaged on top valued at $700. I can see this company does not want to take responsibility or answer their phone to send me the information I need to file the claim as per contract. My items were insured yet Im not able to claim damages.

• Initial Complaint

  Date:11/04/2024

  Type:Delivery 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.

  Dear **************** ******* Pick-up Date and Location: June 24, 2024, ************************************************************************************** Estimated Charges: $1,600 based on a minimum of 305 cubic feet Delivery Date: July 17, 2024 THEY ARE TRYING TO KEEP MY BIKE AND WILL NOT REFUND ME Upon delivery, it was brought to my attention that my exercise bike, valued at $279.99, was missing. Despite repeated communications and assurances from your representative, Tysh/****, that the bike would be put on the next available truck in my direction, it has now been almost five months (as of November 4th) and the bike remains undelivered. I have called and texted regarding this issue approximately 36 times, yet I have received no meaningful response. Each time I attempt to contact dispatch or billing, I am either placed on hold or informed that no one is available. Furthermore, all my emails to billing and sales have been ignored. This is not a reasonable response time for a business.Additionally, I was charged an extra $150 for stairs, despite the original contract clearly stipulating that charges for stairs would be waived upon arrival. When I refused to pay, the delivery personnel threatened to move on to their next delivery and retain my property. This threat was recorded, and I immediately informed both your sales agent, **** ****, and Tysh/****, but Mr. **** did not respond, and Tysh/**** failed to take any action.I request the following:Immediate Delivery of Missing Exercise Bike or Compensation for its Value ($279.99).Refund of the Additional $150 Charge for stairs, as this was not part of the original agreement.A written response acknowledging receipt of this claim within 30 days, along with an estimated timeframe for resolution.I expect a swift resolution to this matter and look forward to your prompt response. Should I not receive a satisfactory response, I will be left with no option but to explore further legal recourse to protect my rights.

  

  Business Response

  Date: 11/14/2024

  Mrs. *****

    I am writing to address the concerning issues outlined in your recent communication regarding Order *******. I want to extend my sincerest apologies for the frustrating experience you have had with our services, and I assure you that I am taking immediate action to resolve this matter promptly.

  
  I am deeply sorry to hear about the challenges you faced upon delivery, particularly the missing exercise bike valued at $279.99 and the unjustified additional charge of $150 for stairs. Your account of the interactions with our representatives is unacceptable, and I understand the distress these situations have caused you.
  
  Please know that I am personally investigating the whereabouts of your exercise bike and will ensure that it is located and delivered to you without further delay. I will also address the incorrect charge for stairs and arrange for a full refund as per the original agreement.
  
  I acknowledge your request for compensation for the missing exercise bike, the refund of the additional charge for stairs, and a written response within 30 days outlining the resolution timeframe. Rest assured that I will provide you with a detailed plan for addressing these issues and keep you informed every step of the way.
  
  I want to apologize for any miscommunication or lack of response from our team members. Your satisfaction is our top priority, and we are committed to rectifying these matters promptly and effectively.
  
  I will be in direct contact with you within the next 24 hours to discuss the steps we are taking to address your concerns and ensure a satisfactory resolution. Your patience and understanding during this process are greatly appreciated.
  
  Thank you for bringing these issues to our attention, and please be assured that we are committed to resolving them to your full satisfaction.
  
  Warm regards,
  
  M & D Pro Movers LLC

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22510722
  
  I am rejecting this response because: they have not contacted me. It has been six days. They have been giving me the run around just like this all while keeping my property for five months. I am not satisfied with this response. 
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 11/20/2024

  Mrs *****

   I am deeply sorry you are not satisfied and have been personally working to get you your bike to you asap, as it is still in our warehouse I am currently working witht he warehouse manager to send you your items sometime this week and will contact you by friday with a more definitive answer

  again my deepest apology for the lack of response 

   

  Sincerely

  M & D Pro Movers LLC

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22510722
  
  I am rejecting this response because:
  As expected and as I have said this business has done for 6 months, they say one thing and do absolutely nothing. If your goal is to steal my bike and to not refund me for your botched contract then be bold enough to make that claim right here. Instead of pretending you are doing anything. You have consistently lied about my bike and the refund for 6 months. 
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 12/10/2024

  Mrs *****

  Again we are working on trying to get your bike to you, however if you wish to file a claim for it you may do so, but again we do have your bike in our warehouse and are just awaiting a route to your area. if you wish to proceed with the claim please contact the office at ************.

   

  Thank You

  M & D Pro Movers LLC

  Customer Answer

  Date: 12/10/2024

  This business is lying and I have already filed a claim with them/ they are trying to steal my property. Please mark a judgement against them. I am tired of their lies. 

• Initial Complaint

  Date:11/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 19th, 2024 I put down a deposit to M&D movers for $742.00. The moving company came to the Public storage facility in ************** ******* at 2:15 pm. When we went inside the storage facility it had a rat infestation and droppings in my unit as well. The elevators and overhead doors were out of order. **** ********* the representative stated that would involve a additional $150.00 but the driver said that was false and would be x amount if dollars for every 7 steps each time. The moving company refused to do the job and left. When I called to request my deposit I was told my deposit would be kept because the movers came even though they refused the job. I was told if I rented a truck moved my things into another storage facility they would utilize my deposit otherwise it was forfeited. I've called and emailed and they refuse to give my money back. I have it all on tape.

  

  Business Response

  Date: 11/14/2024

  Mrs. *****

   Please be advised that all our calls are recorded for quality assurance, Please note that the reasons as to why your move was not in fact cancelled but you were told we can but your move on hold and your deposit can be used for up to a year, however the reasons for the hold and why my crew could not do the job was not due to stairs but in fact because your unit was infested with rats and we cannot take a load when their is any kind of infestation. We can not refund due to our policies and the interstate bill of lading that you signed and the crew and gas we paid for the day as well. As I stated we have offered to place your move on hold for up to a year for a friend or family member. Please review the Bill of lading you signed prior to your move at the bottom where above your signature states our policy on cancellations prior to pickup.

   

  Sincerely

  M & D Pro Movers LLC

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22502040
  
  I am rejecting this response because:
  No where in the bill of laden does it state anything about not getting my deposit back for something out of my control such as a rat infestation at a storage facility. This was unbeknownst to me as I reside in a completely different state. I would like to know which paragraph this stipulation is supposed to be found in. I understand the gas money however it did not cost $742.00. My basis of argument here is your company rejected the job therefore I should be entitled to my deposit because no labor was performed and M&D Promovers did not want the job so why does your company feel they are ethically  entitled to my deposit? It was explained over the phone my husband and I would have to rent a Uhaul as we drove all the way from ********* to open the door for your movers. We no longer needed your service. Your company would not accept this and would honor our deposit as long as we moved our things to another storage facility and it would be honored if we utilized your service but when we explained the situation and requested the deposit the operator would not cancel it and regardless of doing so it was stated as long as we did not utilize the company it was void and no good but if we moved our things ourselves to another storage facility and had your company come back out on a different date and different location the deposit would be honored! If this is the case in the Bill of Laden and the policies of your company why would the gas and workers be a basis of argument for a refund if you would refund that as long as we utilized your service in the future?
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 11/14/2024

  The company responded they would hold my deposit for a friend of family member apparently they feel I should pay for. I would like them to also know they did not say this during this conversation and I have it all recorded as the deposit was void due to the gas to come out there  if I did not use their service however if I moved my things to a different storage facility they would honor my deposit. The contract does not stipulate anything like this and they refused the job so why am I not entitled to my deposit?

  

  Business Response

  Date: 11/15/2024

  Mrs *****

   I am truly sorry that you feel we are being unethical, However as a moving company we have to protect the valuables of all our customers including yours if it was moved correct? if we transported your belongings to our warehouse with that infestation would it not spread to the valuables of others?, so is not unethical its logical, no company will transport items of another customer logically if it is in infested with rats or roaches as it is a liability and will only cause more damage and issues. However we have spoken to you several times and given you many options to not keep your deposit and you refuse all, and again it states it clearly in bold black ink,which states:

  Deposit Refund and Cancellation of Service and fee: Estimates may be canceled
  penalty free and deposits are fully refundable only if the customer cancels the move
  in writing during the 3 day window immediately after Bill of Lading is signed
  subject to 49 CFR 375.505(h). An estimate/order may not be canceled and
  deposits are not refundable outside the three day window

  this is all in the bill of lading you signed that was sent to you via docusign on 10/22/2024 at 12:24pm that I will attach for your viewing, in conclusion i think this is a dispute for your storage facility and they should be the ones reimbursing you for all your items that you have lost due to their lack of maintenance and care of their facility that caused the infestation. again Mrs ***** we are more than happy to place your reservation fee on hold for up to a year for you to use at the estimate given if you decide to move or a friend or family member. I am truly apologetic for this and hope you understand.

   

  Thank you 

  M & D Pro Movers LLC

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22502040
  
  I am rejecting this response because:
  This response is a bold face lie. I was never offered several options with regards to my deposit, I was told my deposit was void unless I moved my stuff to a different storage facility and rescheduled M&D Promovers to come pick it up on another date. They stated previous all calls are recorded if this is true then you should know this as I recorded this phone call myself. I've asked several times what section in this Bill of Laden does it state there is a three day window to cancel a move and I get no response. I have a copy but do not see anything that states this in the document. The part about unethical was also misconstrued in their last response. I said it is unethical that you will honor my deposit only if I use your service which I know longer need and it counts then but since I no longer need it, it does not count that is unethical as is writing untruthful events that never took place, I have it recorded what was offered. You canceled the job and refused it therefore I should receive my deposit back. Your sales agent **** ********* was informed we lived in ********* and had no idea there was a rat infestation at the storage facility located in *****, *******. My husband has ****************** and I had to hire another moving company to help me load a Uhaul. This obviously means I do not have much money and cannot afford to donate it to unethical companies such as this one. On top of that the first day of the move your company canceled and required us to stay at the hotel another night additionally; did not show up until 2:15 pm to refuse the job and this required another night's stay because it was too late in the day to start loading and find another moving company to help. The bottom line is you did not complete the job or lift a finger. It does not cost $742.00 in gas to come to the storage facility and this is not justified. I'm simply asking for a refund after a gas adjustment. I've been hearing for months how M&D Promovers treats their customers like family and I would hardly call ripping someone off hard earned money especially a disabled man family! This is wrong and should be granted.
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:10/29/2024

  Type:Delivery 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.

  After filling out a request for moving quotes online, I was contacted by M&D Pro Moving on 8/28/2024. The salesperson, ***** *****, quoted us $2,690.80 for a move from *****************, ** to *************, **. Once he received the deposit and signatures on 9/3/2024, we agreed for our furniture to be picked up on Friday, 9/27/2024 and ***** stated that it would be delivered in 3-5 business days. The ******* of the pick up crew stated that we had more cubic feet of furniture than was quoted by ***** and that the total of the move would now be $8,206 vice the quoted price of $2,690.80 (which turns out to be 3.05 times the quoted price). The ******* stated that he had to have 75% of the total paid before they could leave. Last Thursday, 10/24/2024, I was contacted by M&D stating that our furniture would be delivered on 10/25/2024. The lead mover stated that he was late because he had to wait on his helper and that the truck was a rental. Before they would start unloading, the lead that the balance of $2,313 had to be paid in full in which we complied, once again with a app instead of a credit or debit card. As they were wrapping up with our portion of the truck (there was another delivery in ************** that was also on the truck) I let him know that over half of our items were not unloaded. Confused, he called the owner of M&D Pro Movers and put the gentleman on speaker phone. I asked where the other half of my furniture was and the owner stated that our load was the back half of the truck and there was not enough room to get it all on the truck. I stated that that was not my problem and we had been waiting for 28 days for our furniture to be delivered, after being promised 3-5 business days and paying 3.05 times what was quoted, and his response was that he thinks we might have a truck heading our way by Tuesday or Wednesday of this week. Well it is now Tuesday and shockingly M&D will not answer my calls.

  

  Business Response

  Date: 11/14/2024

  Mr. **********

   

   I deeply apologize for the delay, But have been advised that your items have been delivered or is in route for delivery. please rest assure if you have nay other issues please contact my office at ************ to resolve any issue you may have

   

  Thank you 

  M & D Pro Movers LLC

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22486678
  
  I am rejecting this response because: We have only received 1/2 of our goods that you picked up from *****************, ***  When your delivery guy called you on 10/25/2024, when you delivered 1/2 of my goods, your response on speaker phone was "there was not enough room on the truck and that we would get our remaining furniture/goods the following week.  It is now 11/19 and every time I call to find out when it will be delivered, I am told "early next week" or "this weekend."  You have been in possession of my goods for 8 calendar weeks or 38 business days.  I am still missing 1/2 of my goods and have no clue if/when I will receive them.  Your response of "it has been delivered or in route for delivery" is not true.  
  
  Sincerely,
  
  ****** **********

  

  Business Response

  Date: 12/10/2024

  Dear ****** **********
  
  Thank you for bringing your concerns to our attention. We have thoroughly reviewed the details of your move with M&D Pro Moving and we regret any inconvenience you have experienced.
  
  Upon reviewing our records, we would like to clarify the terms of the contract regarding the forms of payment and the status of your items. As per the agreement signed on 9/3/2024, we do specify that payments can be made via mobile payment apps such as zelle or cash app. which states in the contract you signed in section A under forms of payment and also describes the process of offloading. We apologize if there was any confusion regarding this matter.
  
  We also want to inform you that your furniture has been delivered, with the initial portion being unloaded on 10/25/2024 as scheduled. We understand your frustration regarding the incomplete unloading of your items and the delay in receiving the rest of your belongings.
  
  We sincerely apologize for any miscommunication or inconvenience caused during the moving process. Our team is committed to resolving this issue promptly and ensuring that the remaining items are delivered to you at the earliest convenience.
  
  Please be assured that we are actively addressing the situation and will ensure that your concerns are addressed in a timely manner. Your satisfaction is important to us, and we are dedicated to providing a resolution that meets your expectations.
  
  Should you have any further questions or require assistance, please do not hesitate to contact us directly. We appreciate your patience and understanding as we work to resolve this matter.
  
  Warm regards,
  Customer Service Representative
  M&D Pro Moving

  

  Business Response

  Date: 12/10/2024

  Dear ****** **********
  
  Thank you for bringing your concerns to our attention. We have thoroughly reviewed the details of your move with M&D Pro Moving and we regret any inconvenience you have experienced.
  
  Upon reviewing our records, we would like to clarify the terms of the contract regarding the forms of payment and the status of your items. As per the agreement signed on 9/3/2024, we do specify that payments can be made via mobile payment apps such as zelle or cash app. which states in the contract you signed in section A under forms of payment and also describes the process of offloading. We apologize if there was any confusion regarding this matter.
  
  We also want to inform you that your furniture has been delivered, with the initial portion being unloaded on 10/25/2024 as scheduled. We understand your frustration regarding the incomplete unloading of your items and the delay in receiving the rest of your belongings.
  
  We sincerely apologize for any miscommunication or inconvenience caused during the moving process. Our team is committed to resolving this issue promptly and ensuring that the remaining items are delivered to you at the earliest convenience.
  
  Please be assured that we are actively addressing the situation and will ensure that your concerns are addressed in a timely manner. Your satisfaction is important to us, and we are dedicated to providing a resolution that meets your expectations.
  
  Should you have any further questions or require assistance, please do not hesitate to contact us directly. We appreciate your patience and understanding as we work to resolve this matter.
  
  Warm regards,
  M&D Pro Moving

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22486678
  
  I am rejecting this response because: It took you 43 business days to deliver my goods.  Your contract, as well as the ****** states that you have 30 business days to deliver my goods.  You were over that and I have not been compensated per your contract.  Upon delivery, we were still missing all of the items that were in our Florida room, to include an outdoor furniture set, rocking chair, and 6 sets of dumbbells.  I do not accept your response.  
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:10/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted for a move October 1 and was told 3 Movers would come and given a quote based on my relatively small (1br) long distance move to ***********I had prepacked many items and on October 1 only 2 people came with the excuse that more , larger moves needed 3.The Movers proceeded to pack my bedroom, sofa and loveseat and boxes of clothes. They left before the contracted items including a massage chair were loaded ( "it's too heavy").I was fortunate to find another company to complete the move(at additional cost).To this day I have not received my furniture, clothes and medicines. Probably just waiting to consolidate several long distance moves to the NE.I have tried reaching the company and have left messages, but no response. Can you help?

  

  Business Response

  Date: 11/14/2024

  Mr. ****

  Thank you for bringing this issue to our attention. We sincerely apologize for any inconvenience or frustration this may have caused you. Please know that we take your feedback seriously and strive to provide the best service possible. Please be advised that all items removed from the customers home is solely per the customers discretion we do not load anything that isn't told to us or agreed upon by the customer as they are made aware if they go over their allotted space a fee will be charged for the additional space. as you can see on your bill of lading that I have attached you signed off at pickup for the items we took only and agreed to it as well, however I will definitely look into this and do my best to assist you, if you have my questions of concerns please contact the office at ************,

   

  Warm Regards 

  M & D Pro Movers LLC

  Customer Answer

  Date: 12/10/2024

  I have sent a report to the only contact I have with the moving company. There are several issues.

  First, I was advised when I formalized the agreement that the property would be delivered inscathed in a timely fashion.Despiter several telephone calls, no action was taken for several weeks. Then 2 hurricanes struck ******* and my understanding was that my property was being stored in a Tampa warehouse until enough other moves were going in the same direction. 

  The property arrived at the end of the month and my elder daughter supervised the unloading. She witnessed the rough handling and destruction of the inlaid glass coffee table.

  In the meantime I had a major stroke and was hospitalized. When I was finally discharged, after a thorough search, several items were missing {e.g.  large ************* maker}, broken items and I had numerous items and clothing from another party. How will the ************** deal with all of this?

  

  Business Response

  Date: 12/23/2024

  Mr ****

   Sorry for the delay! i know you have received your load and have some items that are missing, we are working diligently to locate these items and if found we will deliver them to you in a timely manner. if they cannot be found we will email you our claims form so you can start the process in getting some recovery funds for your items. if you need further assistance or have any questions or concerns please feel free to contact me at ************

   

  Best Regards

  M & D Pro Movers LLC

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22436623
  
  I am rejecting this response because:****** E. ****, M.D., M.P.H.
  *******************************************************************
  **********, ** 19801
  
  December 30, 2024
  
  
  To Whom it May Concern
  
  I am writing this narrative regarding the move I just took in October from ******, ******* to **********, ********.
  The move was facilitated by M & D Pro Movers LLC (ref No. MD3962768) and the Binding ****** Estimate was made by ***** ***** on August 6, 2024..(For $2186). I never met Mr. ***** and he never inspected all of the items to be moved.
   At that time the Requested Move Date was 09/30/2024, Monday at $6.00 per cf. Since I needed to vacate on October 1 to avoid paying another months rent and fees.
    On the 30th I was told the moving crew would be in on the 1st. The Tremont was ok with that.
    On the 1st 2 men showed up (not 3 as promised). They packed most items, but was told by the dispatcher to go to another job, so many items were left behind and they left.. I was told they could finish up another day at an extra cost, above the estimate.
    Of course, I was very annoyed and immediately set out to find another company. I did so any 3 men showed up on October 2nd from ******* ****** Logistics of **********, **. They quickly packed and moved the remainder of my possession's and assured my that everything would be delivered promptly in *********I then had the apartment cleaned and was off to ********. The first night in ************ was uneventful, but the next day, just south of **********, D.C.near mile marker 150 in moderately heavy traffic on I-95, I was sideswiped by a pickup truck (according to police) and involved in a multi-car accident resulting in my car (2019 Prius) being totalled.
  Fortunately I was not injured.
  Unfortunately, my car was totalled and after spending the night nearby, I rented a car from Enterprise and after transferring my few possessions in the *****, continued on to **********,********, where I stayed for several days while confirming my new residence. My eldest daughter, ********* assisted my with this task.
    After viewing a number of properties, I selected my current one at *****************************************************************************************************************. I informed both M & D and ******* of this and within a few days, ******* appeared and off loaded the things they had brought.
  No word from M & D either by telephone or electronically
    I made repeated telephone calls to M & D, but was never called back. I also anxiously watched the 2 Hurricanes' (****** and ******) strike the Florida coast where my furniture and belongings were being stored. Had M & D moved after the pick up of my things, there would, have no doubt, been no or less damage to my possessions and less confusion as to the location of many of my things.
    Everything dot worse when I had a significant stroke which fortunately was promptly medically and surgically treated. I was additionally hospitalized for inpatient evaluation and treatment.
    Finally, after my stroke and during my hospitalization, I received a call about the move - that it would be completed in the next day, or so.
    Since I was unable to attend the move-in, my adult daughter, ********* was present and witnessed the rough handling of my items and the breakage of the antique glass beveled top coffee table.
    In addition. I subsequently found items from others, including kitchen items and a box of womens clothes (I am not married or in any relationship;
    I also had a unopened 40 lb bag of Royal rice (moving tag 029) - which I do not eat.
    I also discovered the electric sofa and loveseat (heat, massage and recline) do not function, Missing were my ************* maker, terrycloth robe and other smaller items. Several items were broken .
    In addition, there was a receipt for a paycheck to ********* ******** from *********************************
    I would appreciate your immediate attention to this situation, which has gone on far too long. - See attached images
  
  ****** E. ****
  
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:10/03/2024

  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.

  Movers came six hours late, after 9:00 pm. They were in a big rush and claimed I had at least 20 more boxes than what I had carefully documented in a spreadsheet! Then they increased the price of the move by an extra $2000.00 after the truck was loaded. Its now 10 days and they will not tell me where my belongings are or when I can expect to receive them! Ov

  

  Business Response

  Date: 11/14/2024

  Mrs. *******

   

   I am pleased to inform you that your items have been successfully delivered to the designated location. If you have received your belongings and have any concerns or if any items are damaged or missing, please let me know immediately so we can address them promptly.
  
  Regarding the issues you faced with the late arrival of the movers and the discrepancies in box counts and pricing, rest assured that I will be conducting a thorough internal review to prevent similar incidents from occurring in the future. Your feedback is invaluable to us, and we are committed to improving our services based on your input.
  
  Please accept my assurances that we take your concerns seriously, and we are dedicated to resolving any outstanding matters to your satisfaction. Should you require any further assistance or wish to discuss this matter in more detail, please do not hesitate to contact me directly.
  
  Once again, I apologize for the inconvenience and frustration you experienced during your move. We value your business and aim to provide the highest level of service to all our customers.
  
  Thank you for bringing these issues to our attention, and I appreciate your understanding and patience as we work towards a resolution.
  
  Thank you

  M & D Pro Movers LLC

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22378669
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 12/11/2024

  I would like to know why my extensively detailed time line with all the communications and transactions has been ignored. That attachment was sent within the designated time frames for a response.  It included key dates and dollar amounts that were taken.  M & D even failed to correctly apply my deposits and overcharged me by $36. This in addition to the property damage that has cost me hundreds of dollars to replace.  I expected a response and have received none.

• Initial Complaint

  Date:09/13/2024

  Type:Delivery 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.

  The moving company, M&D Pro Movers, have been withholding the delivery of my home goods since June 21, when I was originally meant to move out of state, but then I informed the moving company that the move was no longer occurring and to return my items back to pickup location as of July 12. The moving company agreed on the geographic change. The moving company is based in *******, which is the same state that pickup originated. I have been without my household goods, my clothes, my toddler and newborns cribs, their toys, their clothes, their books, my mattress, my rocking chaireverything, since June 21. The federal time limit of 30 business days for delivery passed as of August 23, meaning I am now owed money ($30 per day late as per the Bill of Lading) that the company is not acknowledging. I have been calling about my delivery since July 12, and have been told We had to reroute your items, I have to check with the Dispatch Manager, We have to wait on the Dispatch Schedule. It has been almost 3 months now without my belongings and with no concrete confirmation of delivery. I have paid this company $1200 to have driven within the state and withhold my items. I have had to go out of my way to buy a secondhand mattress, a bassinet for my newborn, a toddler bed for my oldest, as well as almost all new kitchen appliances, as all of my appliances are in this moving companys possession and they are refusing to deliver them back. It has been 3 months, enough is enough. I have a toddler and a newborn. I was dealing with this during my third trimester in a high risk pregnancy.

  

  Business Response

  Date: 10/08/2024

  Ms *****
  
  We are truly sorry for the distressing situation you have been facing with the delayed delivery of your household goods by M&D Pro Movers. Your experience is not reflective of the level of service we strive to provide, and we sincerely apologize for any inconvenience and hardship this has caused you.
  
  We understand the urgency of your situation, especially with the needs of your young children and your own well-being during a challenging time. It is unacceptable that your belongings have been withheld for an extended period, and we are committed to resolving this matter promptly.
  
  Regarding the compensation you are entitled to under the agreed terms of the Bill of Lading, we acknowledge our responsibility to reimburse you for the extended delay in delivering your belongings. We will ensure that you receive the appropriate compensation as per the terms outlined in the agreement.
  
  Additionally, we will prioritize communication with you moving forward to provide regular updates on the status of your delivery and to offer any further assistance you may require. Your satisfaction and well-being are our top priorities, and we are dedicated to rectifying this situation swiftly.
  
  Thank you for your patience and understanding as we work to resolve this matter. If you have any additional concerns or details to share, please do not hesitate to reach out to us directly.
  
  Warm regards,
  
  Selene
  Customer Relations Manager
  M&D Pro Movers

  Customer Answer

  Date: 10/19/2024

   
  Complaint: 22281076
  
  I am rejecting this response because:

  This company has been non-compliant with me regarding my reimbursement or the location of my missing items. I expect my total amount due for the delay in delivery AS PER THE BILL OF LADING, WHICH DOES NOT DEFINE THE **** DAILY AS EXCLUSIVE TO WEEKENDS AND HOLIDAYS, of $760. A legal document cannot establish precedence of a term after the establishment of an undefined term, making my amount owed JUST FOR THE LATE DELIVERY, $760. I expect a total amount due for my two missing boxes (each box worth a minimum of $250), my newborns mini crib (worth $160), my desk chair (worth $100), my ruined books (worth $500) and my 75 BROKEN BEYOND REPAIR TELEVISION (worth $700) refunded to me by the end of the month of October. I have reached out to billing and they refuse to actually do their job and respond to me.

  I expect my total amount due of $2,720 by November 15, 2024, otherwise I will be forced to take this company to court. 

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

• Initial Complaint

  Date:09/11/2024

  Type:Delivery 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.

  In May of 2024 I hired MD Promovers to move items from Lantana Fl. to Aiken SC. They told me I could get it by August 2 if I hired them early and I did. I am 72 years old taking care of my mother who is 94 yrs old. For medical reasons I explained that I needed the items by August 2, 2024, they did not deliver any items until August 29, 2024 putting my 94 yr. old mother in ***** way. When items were delivered boxes were broken. My ** OLED 65" television was damage and now unusable, A curio was scratched. This was all due to negligence of care while in their posession and transportation of items. I called immediately and put in a claim on Sept 3, 2024 which is being completely ignored. I called again to Sept. 11, 2024 and again was ignored. They will give me NO claim number or insurance name. I feel they are taking advantage of me because I am elderly. They are clearly victimizing both my 94 yr. old mother and myself at 72. I understand there is probably nothing I can do on the late delivery but my claim is not being ackknowledged. Please consider contacting me asap. I has originally spoke to **** **** who assured me we would have the delivery on 8/2/24 or within a few days, and that I had to move fast and sign a contract to ensure I got the summer price. After we arrived at the ***** address on 8/2/2024 we were told we were not scheduled yet for a delivery and they were unable to get a date yet. We called each day after and were told they did not know when we would be scheduled. They refused to contact us on when we would receive our belongings of which all were in boxes we were awaiting. This caused undue stress on an already stressful situation. Finally I recieved a call on the 8/28/2024 that the delivery would be the next day. The damage listed above was the result of undue care taken with my property and still awaiting to hear on claim.

  

  Business Response

  Date: 10/08/2024

  Dear Ms ****************** style="color: rgb(68, 68, 68); font-family: Poppins; font-size: 16px; white-space-collapse: preserve; background-color: rgb(239, 239, 239);">Thank you for bringing this matter to our attention. We sincerely apologize for the inconveniences you have experienced during your recent move with MD Pro movers. We take your feedback very seriously and are committed to resolving this issue promptly.
  
  We understand the urgency of your situation, especially considering the well-being of your elderly mother. We deeply regret any harm or damage caused to your belongings during the transportation process. Rest assured, we will investigate the negligence that occurred while your items were in our possession.
  
  To expedite the resolution process, we will escalate your claim internally and ensure that it receives immediate attention. Please provide us with any additional details or documentation regarding the damages incurred, so that we can assess the situation accurately.
  
  We value your trust and satisfaction as our customer, and we are dedicated to addressing your concerns effectively. We will reach out to you shortly to discuss the next steps and provide you with updates on your claim status.
  
  Thank you for your patience and understanding. Your feedback is essential in helping us improve our services and prevent similar incidents in the future.
  
  Warm regards,
  
  Selene
  Customer Service Manager
  MD Pro movers

  Customer Answer

  Date: 10/14/2024

   
  Complaint: 22273399
  
  I am rejecting this response because: I have submitted photos of damage and their workers. I included receipts of damage items. A full detailed explanation as to my claim of damage and the letter submitted to the BBB states they want more information. The person responding leaves a name of ****** with no contact information or last name. I will contact the BBB if I should receive any satisfaction, however as of 10/14/24 I have not received any response from M&D Pro Movers  
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 11/14/2024

  Mrs. ********

  First and foremost, I want to express my sincerest apologies for the negligence, delays, and poor handling of your belongings by our team. It is unacceptable that such disregard for your possessions led to damage, particularly to your ********** and scratched curio.
  
  Your well-being and peace of mind are of utmost importance to us, and it pains me to hear that you feel ignored and taken advantage of throughout this process, especially given your urgent need for the items due to medical reasons.
  I assure you that I will personally look into your claim immediately however please keep in mind that if you where given a claims from via email that department is separate from us and I can try and contact someone to make sure your claim has been received but I cannot speed up the process however. Rest assured, I will ensure that you receive the attention and support you deserve regarding your damaged items. please see your attached signed contract for the valuation of your items to get a better understanding how your claim will be handled.
  
  Once again, I extend my deepest apologies for the distress this situation has caused you both. Your comfort and satisfaction are our top priorities, and we are committed to making this right for you.
  
  Thank you for your patience and understanding as we address this matter promptly.
  
  Warm regards,

   M & D Pro Movers LLC

• Initial Complaint

  Date:08/30/2024

  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.

  7-22-24was the transaction I paid $7000.00and something it was suppose to be under $3000. but since I had twice the stuff they charged $11,000 it was suppose to be delivered on the 14th of August it is now the 30th of August all I am asking is that they deliver our belongings thank you for looking into this matter ****** ****

  

  Business Response

  Date: 09/04/2024

  Mr ****

  I am deeply sorry and thank you for your patience and am aware that you have received your items and hope to resolve any other issues you may have

  Best regards

• Initial Complaint

  Date:08/23/2024

  Type:Delivery 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 contacted M&D Pro Movers, LLC in early May 2024. I someone to move my sister from ********, ******* to *********, *******. I spoke with a "sales agent" named **** ****. **** had a great sales pitch, he was forceful and he was the biggest liar I have EVER come in contact with. **** quoted $2800 for half of a 26' box truck. At a later date, I told him we would need the whole truck and he quoted $5600 - $5800 for the whole truck. This was written in an email.Throughout the entire process, **** continued to assure me of what a great job they would do; they would treat us like family; they would be so careful with our belongings; they would provide boxes for TVs; and if we had things that didn't fit in a box, like lamps, vacuum cleaner, etc then the movers would carefully pack those items. I tried to cancel the booking at one point because I found that they did not guarantee a delivery date. He BEGGED me to not cancel and assured me that the delivery date of June 3 was GUARANTEED.I was told someone would contact me the day before pickup. No one called. I called the office and spoke with ****. She had no idea that **** guaranteed a delivery date or that he had quoted $5600 - $5800 for a full truck. I told her I wanted those things on the Bill of Lading to avoid issues with the movers. She wouldn't do it.The movers arrived and had no idea of anything that **** had guaranteed or anything I discussed with ****. They wanted to charge $12,000 for the move! After much negotiation, they agreed to charge $8100. This was ridiculous but we didn't have options.They did a HORRENDOUS job of packing the truck. MANY items were broken. Items were tossed into the truck. They wrapped NOTHING. Instead of 50% upon pickup, they wanted 70%! They wanted to charge all kinds of fees and surcharges. It was RIDICULOUS.**** would not answer my calls/texts/emails. I sent an email explaining all of the issues to the office. I have not gotten any response.

  

  Business Response

  Date: 09/04/2024

  I am deeply sorry to hear about the extremely disappointing and frustrating experience you had with M&D Pro Movers, LLC. The level of service and professionalism you described is completely unacceptable, and I understand the distress this situation has caused you and your sister. Your concerns regarding the misrepresentation of pricing, unmet promises, lack of communication, and poor handling of your belongings are valid and deserve immediate attention.
  
  I want to sincerely apologize for the behavior of our sales agent, **** ****, and the lack of follow-through by our team regarding your specific requests and concerns. It is clear that there were significant discrepancies between what was promised to you and what was delivered, leading to an entirely unsatisfactory moving experience.
  
  I assure you that this falls short of the standards we strive to uphold at M&D Pro Movers, LLC, and I am committed to addressing these issues promptly. Your feedback is invaluable to us, and I will personally ensure that your case is escalated to our management team for immediate investigation and resolution.
  
  Please know that we take your feedback seriously, and we will work diligently to rectify the situation, address the damages to your belongings, and provide a resolution that aligns with your expectations. I apologize for any inconvenience and distress this has caused you and your family, and we are dedicated to making things right for you.

   

  Best Regards

  M&D Pro Movers, LLC

  Customer Answer

  Date: 09/17/2024

  Their response promises action to make things right but does not tell me how/when it will be done or how/who to contact about it. 
  

  Their response acknowledges that service provided was not acceptable. Thats a good thing. 
  

  But the solution is not clear. 
  

  I dont want to accept their response because it closes the issue without any resolution. 
  

  I hesitate to reject it because I dont know how that plays out. 
  

  can you advise me how to get action from M&D Pro Movers?