Complaints

This profile includes complaints for Emerald Isle Moving LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Emerald Isle Moving LLC

  6446 NW 5th Way Fort Lauderdale, FL 33309

• 

  Emerald Isle Moving LLC

  8531 Via Romana Apt 2 Boca Raton, FL 33496-4312

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:03/07/2025

  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.

  Emerald is run by con artists, has deceptive business practices, and works in collaboration with other con artists whom they sell jobs to. Emerald deceived me on 1/7/25 when they agreed to move my belongings from ********* to ********, **. They did not make it clear that they are a broker and would sell my job to a third party with an F on the BBB (Sala Moving and Storage). They gave me an estimate of $1,447 and required payment that day. ***** ****** on the phone said adding boxes to my order included full packing services (a lie) and that a piano would not incur an extra charge (a lie). Just a few days before the move, Emerald calls to do a revision and charges $500 to update the inventory list with more costs for the piano and packing services. With only a few more boxes added, they DOUBLED the price, and required another $2,000 that day. Emerald promised to take apart and put back together all my furniture at pick up and delivery, but they did neither pick up nor delivery, because they sold my job to a third party without telling me. Emerald should be shut down, and I should be refunded my money for being manipulated, lied to, and coerced to agree to this extortion.

  Business Response

  Date: 03/21/2025

  Good Day, Emerald Moving Logistics is sorry to hear the move did not go as planned. In accordance to the contract you signed we operate as a moving carrier/broker and have the right to broker out any move. As stated in the contract: 4. The customer has hired ********************** as a ********************** carrier / broker. Emerald Moving Logistics reserves the right to broker out any job as we see fit. Now when we look at your original estimate from booking you were at a total cost of $3019.03 . That estimate included 440 cubic footage with an articles list of 12 items, 35 pieces along with $200 worth of packing material (as it shows on your estimate attached below).That estimate was signed and agreed to by you on 01/07/2025. You were then scheduled for an inventory refinement call to confirm your articles list on 01/30/2025. During that inventory refinement call you altered the contract Resulting you to be charged the revision fee listed in your contact. (stated here in your contact : Any inventory revisions after the initial booking call will be subject to a minimum $500 Revision Fee.). In that appointment you also stated you needed a full packing service along with adding 11 items, 27 pieces at a total volume of 804 cubic feet. As a result of those changes and additions made to the contact your price increased to a total of $7258.27. Once our agent got onsite and did a visual revision there were some items not on the articles list. After the onsite revision you had 696 additional cubic feet taken up on the truck along with additional packing needed for the additional cubic feet. As a result of that you increased your total price to ******. Attached below is your bill of lading that you signed and agreed to the day of pick up. In regards to wanting a refund at this time you are not eligible due to your move successfully being completed

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23033387
  
  I am rejecting this response because 1) I said I needed full packing services on the very first phone call and your employee ***** ****** purposely deceived me into paying a deposit under false pretenses that that was already included. Listen to the recording, 2) there was no "agent" of yours on scene. Your hired con artists Sala Moving and Storage who lied to me about the cubic feet used and threatened to drive away with all my belongings if I didn't sign and pay, 3) you will be sued for fraud, and you will reap the karma you deserve in this life.
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 03/24/2025

  Good Day, Emerald Moving Logistics is sorry to hear the move did not go as planned. In accordance with the contract you signed we operate as a moving carrier/broker and have the right to broker out any move. As stated in the contract: 4. The customer has hired ********************** as a ********************** carrier / broker. Emerald Moving Logistics reserves the right to broker out any job as we see fit. Now when we look at your original estimate from booking you were at a total cost of $3019.03 . That estimate included 440 cubic footage with an articles list of 12 items, 35 pieces along with $200 worth of packing material (as it shows on your estimate attached below).That estimate was signed and agreed to by you on 01/07/2025. You were then scheduled for an inventory refinement call to confirm your articles list on 01/30/2025. During that inventory refinement call you altered the contract. In that appointment you stated you needed a full packing service along with adding 11 items, 27 pieces at a total volume of 804 cubic feet. As a result of those changes and additions made to the contact your price increased to a total of $7258.27. Once our agent got onsite and did a visual revision there were some items not on the articles list. After the onsite revision you had 696 additional cubic feet taken up on the truck along with additional packing needed for the additional cubic feet. As a result of that you increased your total price to ******. Attached below is your bill of lading that you signed and agreed to the day of pick up. In regards to wanting a refund at this time you are not eligible due to your move successfully being completed. I would also like to mention we do not record our calls as you stated.

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23033387
  
  You don't record calls because if you did you would be in court 24/7 with actual proof of your deceitful, illegal business practices. Compare my inventory list with you to the inventory list with Sala on the day of the move. It objectively proves they packed LESS than what you quoted ****** are working together to con people and charge them double, triple, quadruple what the move rightfully costs. I will never accept anything less than a full refund. 
  

• Initial Complaint

  Date:03/06/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted and contracted with Emerald Moving logistics for a move for my daughter from ****** to *******. I asked specifically if they were a 'Broker" and the answer was no. Subsequently, all correspondence and contracts went to my daughter and I was not privy to those contracts until after the fact and pick up even though I was the one that signed the original contract and paid the original and other deposits that they drafted without any correspondence to me. At that point the signatures by my daughter were under duress in that she had packed everything and needed to be in ******* for a new job. The original quote was for $1,750 for the move but now that all went as a fee and that's what they collected as a "broker". Now I have to pay the real mover, Just Movers, an additional $4,400. I do not have any problem with Just Movers only a problem with Emerald Moving Logistics. Emerald Moving Logistics was not honest in their position as a "broker" and certainly deceptive as to the cost for this guaranteed price move.

  Business Response

  Date: 03/21/2025

  Good Day, Emerald Moving Logistics is sorry to hear the move did not go as planned. In accordance to the contract you signed we operate as a moving carrier/broker and have the right to broker out any move. As stated in the contract: 4. The customer has hired ********************** as a ********************** carrier / broker. Emerald Moving Logistics reserves the right to broker out any job as we see fit. Now in regards to contact we only had one phone number on file for your daughter ***** which you provided for her move. Attached below is the contract with the highlighted number. As of the onsite increase your daughters items took up 162 cubic feet on the truck which was also signed and agreed to on the bill of lading. I will also attach the bill of lading below. 
  
  

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23028586
  
  I am rejecting this response because:The contract was made between me and Emerald Coast Moving and not my daughter any contracts signed by here are not valid. She thought I was aware of the changes and I was not copied on anything. The company stated that they were not brokers and they were. They took the entire moving estimate as their fee. 
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 04/04/2025

  Good day your daughter is on the contract along with all her contact information. We also have your daughters signature on the contract for her move. Please see attached is her contract with her signature.  

• Initial Complaint

  Date:03/06/2025

  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.

  Movers arrived at 9:30 PM when told they would arrive between 6-8 PM, very unprofessional. Movers were surprised to hear our move also included a motorcycle, which was included on the last page of the estimate. Mover stated the motorcycle alone would take up the 301 cf that was quoted so he rebid the quote from $1,978.59 to $7,473.75. When I contacted the logistics company they asked what all would be included and I stated "a lot of boxes, queen mattress and box spring, desk and motorcycle." ************ way underbid and in my personal opinion this is the scam they run so that they can either not refund deposits (as the contract states no refunds within 7 days of move) or individuals moving are desperate and accept their more than triple bid. I have tried to resolve via email but was told "we cannot move items across state lines for free" and that concluded the email exchange. They didn't move anything as we refused the new bid received at 9:45 PM on February 28, 2025. Additionally, they had me pay using an electronic check so the payment has cleared and I have no course of action through a chargeback on a credit card for services not performed.

  Business Response

  Date: 03/21/2025

  Good Day, Emerald Moving Logistics is sorry to hear the move did not go as planned. In accordance with your contact we do not guarantee pick up dates or time as it states: 6. Emerald Moving Logistics does not guarantee any pick-up or delivery dates, under any circumstances. Now also according to the contact at booking you provided an articles list of 4 items, 26 pieces and where quoted at 301cf. This articles list consists of 1 queen bed, 23 medium boxes, 1 desk, 1 motorcycle; this list was provided by you which also was signed and agreed to on Monday 02/24/2025 11:06am (ET).Since you booked so close to pick up you did not have time to have an inventory refinement appointment to revise your inventory list with us.
   When our agent arrived onsite on 02/28/2025 at your pick up location there was a  completely different variation of items. When arriving onsite there was a visual  revision done. Upon the visual revision there were items found not on the inventory list taking up additional cubic footage, for example there were bookshelves, many assorted sized boxes, a fake plant , a guitar, suitcases, many moving bags, and coffee tables. Our agents onsite then advised you of these additions and that it would take up more cubic feet on the truck causing a price increase. When you were advised of these changes and price increase you were also provided several options. Those options where 1. To move all of your items for the additional cost 2. To move only the estimated items for the estimated cost 3. To cancel onsite and forfeit your deposit. You then responded you'd like to cancel and asked our agent onsite to leave. Due to you not making an agreement onsite and cancelling onsite you are not eligible for a refund. Our contract states: 19. As the customer, I understand that a service refusal, or denial of service, either verbally, in person, or over the phone, will be treated as a late cancellation, outside of the company's set cancellation window. I understand that refusing or denying services will result in a forfeiture of my deposit. Again this was signed and agreed to by you on Monday 02/24/2025. (All supporting documents are provided below, along with onsite photos.) 
  
  

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23024801
  
  I am rejecting this response because:
  
  When I contacted the company, it was 4 days before the scheduled move.  I was asked what were the contents of the move.  I stated a lot of boxes, a queen mattress and box spring and a motorcycle.  I never said I had 23 boxes.  Additionally, I was contacted the day before the move stating the arrival time would be between 6-8pm, to which the movers did not arrive until 9:30pm.  The coffee table was not part of the move but was simply in the same room where we had neatly stacked our belongings.  I was also told by Paris, the representative that gave the initial bid that our deposit was refundable.  Why would he make this statement if I was within the 7 day ***** period to cancel or reschedule?  Additionally, I was not given the time to read over the contract as I was told the representative had to remain on the line while I found my checkbook to make the deposit.  This type of pressure is unwarranted and those engaging should be given the opportunity to review calmly and give the agent a call back.  While I realize there were additional contents such as a fake plant, more than triple the amount of the initial bid is outlandish.  
  Sincerely,
  
  ********* *******

  Business Response

  Date: 03/24/2025

  Good Day, Emerald Moving Logistics is sorry to hear the move did not go as planned. In accordance with your contact we do not guarantee pick up dates or time as it states: 6. Emerald Moving Logistics does not guarantee any pick-up or delivery dates, under any circumstances. Now also according to the contact at booking you provided an articles list of 4 items, 26 pieces and where quoted at 301cf. This articles list consists of 1 queen bed, 23 medium boxes, 1 desk, 1 motorcycle; this list was provided by you which also was signed and agreed to on Monday 02/24/2025 11:06am (ET).Since you booked so close to pick up you did not have time to have an inventory refinement appointment to revise your inventory list with us.
   When our agent arrived onsite on 02/28/2025 at your pick up location there was a  completely different variation of items. When arriving onsite there was a visual  revision done. Upon the visual revision there were items found not on the inventory list taking up additional cubic footage, for example there were bookshelves, many assorted sized boxes, a fake plant , a guitar, suitcases, many moving bags. Our agents onsite then advised you of these additions and that it would take up more cubic feet on the truck causing a price increase. When you were advised of these changes and price increase you were also provided several options. You then responded you'd like to cancel and asked our agent onsite to leave. Due to you not making an agreement onsite and cancelling onsite you are not eligible for a refund. Our contract states: 19. As the customer, I understand that a service refusal, or denial of service, either verbally, in person, or over the phone, will be treated as a late cancellation, outside of the company's set cancellation window. I understand that refusing or denying services will result in a forfeiture of my deposit. Again this was signed and agreed to by you on Monday 02/24/******** mentioned you did not have time to read the contact before signing but we in specific tell you to read through the contact before signing.  (All supporting documents are provided below.)
  
  

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23024801
  
  I am rejecting this response because:

  What additional options were offered?  We were told we had to pay the quoted amount or the driver would leave.  The issue is the quote was not proper to begin with.  We were told the bid included the motorcycle but the driver was surprised by the motorcycle, added more onto the quote for that and said the motorcycle alone would take up the amount of space we were originally quoted.  We rejected to pay triple the amount that was quoted and the driver stated it didnt matter to him if we rejected the offer or not, he drives around all over.  
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:02/28/2025

  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 needed a moving company, Emerald Isle reached out to quote me. I gave them this list of articles. Articles List 9 Items, 30 Pieces QtyItems 1BED, QUEEN (WITH MATTRESS)20BOX, MED. PBO 18X18X18 1PATIO SECTIONAL QtyItems 1PELETON BIKE 1RUG 1RUG, AREA (SM.)QtyItems 1RUG, LARGE 8X10 1SOFA, 3 SEAT/BED 3TABLE, END They quoted me 300 cu ft of space for $2,095. I agreed to this quote. They required a deposit of $871 and I paid it. They called 5 days before pick-up date to review the list and I made adjustments and they quoted $5,800 to move. I refused and said I would stay with my original list. The driver showed up a day late and asked to see my articles. They said it was too much for 300 cu ft and so I showed him the quote and the above list. He said "no, that quote is inaccurate, no way is that 300 cu ft, its maybe double". It was after business hours when I called the customer service line and no one picked up. The driver said he had to get to his next job 4 hours away and left. The business texted that I refused service and are not refunding my deposit. I did not refuse service, I wanted an explanation of why I received an inaccurate quote and how they were going to remedy the issue. However, they do this with ill-intent to hook you in for more money. Emerald Isle gives you an underestimated quote of the cubic feet based on a list. The driver said "anyone who is in moving knows that list is more than 300 cu ft". Then, they charge you to add/change it once they call you back and demand more money because I've already paid them a deposit.

  Business Response

  Date: 03/27/2025

  Good Day, Emerald Moving Logistics is sorry to hear the move did not go as planned. You contacted us on 2/17/2025 and booked your move that day. When booking you signed an estimate for 348 cubic feet  and an articles list of 15 items, 39 pieces that was for a total cost of $2095.38. We then contacted you on 2/24/2025 for your inventory refinement call (this call was to go over your inventory list and confirm it before the pick up). During this appointment you altered the inventory list on your estimate causing an increase in cubic footage. On that call we explained to you that your new inventory list increased the cubic footage to 676 and a total cost of $4877.59. When we explained the increase to you due to the added items you decided you were not going to go forward with the increased price for the added items. In result to that decision made by you the drivers had your original booking estimate for 348 cubic feet. When the drivers arrived onsite you tried to add the extra items again which was then explained to you again that taking the added items that are not on your list would cause a price increase. Your estimate is based on the inventory list you provide to us so if there are items added that are not on the inventory list it will increase your cubic footage and increase the price (you get charged for the total cubic footage you take up on the truck). I would also like to mention it was not small items you were adding either, you added many plastic bins, a large tool chest, double dresser, box spring, head and  footboard, love seat sofa, and an extra end table. You were provided two options one was to pay the increase and move all your items and two to only move the estimated items for the estimated price. You decided to not go forward at all and cancel onsite. Our contract states : As the customer, I understand that a service refusal, or denial of service, either verbally, in person, or over the phone, will be treated as a late cancellation, outside of the company's set cancellation window. I understand that refusing or denying services will result in a forfeiture of my deposit.
  
  

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23004852
  
  I am rejecting this response because: I abided by the original list & quote which I attached as I stated to the 2nd guy I spoke with and the driver. I did not try to add ANYTHING after I clearly understood it was going to be more than I could afford. (I don't even own a large tool chest, so now you are making up a story.) The driver said the original list was underestimated in space and there was nothing he could do about it. I did not refuse service and I did not cancel. The driver was late and picking up after business hours. I was bullied by a text message stating I refused service, I never refused service. I attached the text exchange. I wanted a resolution on why the cubic feet of my original list was grossly underestimated to hook me in to a deposit. I still want a refund as the original quote was a scam to get my deposit and get me to pay more than double my original quote to move my items. 

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

  Business Response

  Date: 03/27/2025

  Good Day, Emerald Moving Logistics is sorry to hear the move did not go as planned. You contacted us on 2/17/2025 and booked your move that day. When booking you signed an estimate for 348 cubic feet  and an articles list of 15 items, 39 pieces that was for a total cost of $2095.38. We then contacted you on 2/24/2025 for your inventory refinement call (this call was to go over your inventory list and confirm it before the pick up). During this appointment you altered the inventory list on your estimate causing an increase in cubic footage. On that call we explained to you that your new inventory list increased the cubic footage to 676 and a total cost of $4877.59. When we explained the increase to you due to the added items you decided you were not going to go forward with the increased price for the added items. In result to that decision made by you the drivers had your original booking estimate for 348 cubic feet. When the drivers arrived onsite you tried to add the extra items again which was then explained to you again that taking the added items that are not on your list would cause a price increase. Your estimate is based on the inventory list you provide to us so if there are items added that are not on the inventory list it will increase your cubic footage and increase the price (you get charged for the total cubic footage you take up on the truck). I would also like to mention it was not small items you were adding either, you added many plastic bins, a large tool chest, double dresser, box spring, head and  footboard, love seat sofa, and an extra end table. You were provided two options one was to pay the increase and move all your items and two to only move the estimated items for the estimated price. You decided to not go forward at all and cancel onsite. Our contract states : As the customer, I understand that a service refusal, or denial of service, either verbally, in person, or over the phone, will be treated as a late cancellation, outside of the company's set cancellation window. I understand that refusing or denying services will result in a forfeiture of my deposit.

  Customer Answer

  Date: 03/27/2025

  Please confirm you received my attachments and rejection email sent today 03/27.

• Initial Complaint

  Date:01/28/2025

  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.

  On Jan 28th 2025 I was told on email that I have a appointment at 10 am so the day before I reviewed email I called and spoken with a lady ******. I told her my move was not as told by ***** he assured me nothing would change no unnecessary fee's and he even assured me from time to time on phone call to his personal cell # that he gave me. When others got in the picture a few days before move it's NOTHING WHAT HE QUOTED ME HE ASKED EVERYTHING and how many boxes i said aboit 15 if that he in return said h*** put me dn for 20. They startedASKING AND I SAID one thing they said it's not on quote so I'm feeling I basically was scammed to being in a position of one quote and move being tremendously higher a lit of companies warned me and said mak sure company is not broker and is a carrier and that's what ***** implied they were but other talked, and treated me totally different from him and at finalizing quote then, I said some things because I worked very hard for this and they just kept getting smart and rude then I received a email stating my move was canceled and no refund I didn't cancel .

  Customer Answer

  Date: 01/31/2025

  ***** had me to put money order in his boss name  Suan now *****,and Hailey  are saying  ***** is in the hospital with COVID and  since about a week ago he stop answering  his cell # that he gave to me as a anytime contact# if I have any questions. 

  Business Response

  Date: 02/06/2025

  ******** ******* booked relocation services with EMERALD MOVING LOGISTICS on 1/14/2025. At the time of booking the client was asked to list off the items needing to be moved to determine how much space in cubic feet their items would occupy within the truck. The client provided a list of 19 pieces. Based on the items provided, it was determined that the client would need a space reservation of 301 cubic feet. Along with the space reservation the client was also provided with a binding rate per cubic foot of $3.45, this is what she would be charged if they exceed the space reservation accommodated for in this estimate. Based on the space reservation and services needed, the client was offered a quote of $1762.10 with an immediate deposit payment due of $738.71.  The client accepted this offer. They signed the service agreement, payment authorization form, and paid the deposit. 
  
  On 1/28/2025 the client completed their scheduled ***************** appointment. The purpose of this call is to update the inventory with any last minute changes there may be before the pickup. This is done to ensure the client has enough space reserved for their items within the truck. This appointment also ensures that the client will have no last minute surprises at the time of pickup. The client had stated she would need boxes as she had none on her articles list however before the ***************** manager would go over any pricing with her she became enraged, made death threats multiple times and was warned if she did not stop making threats we would have to end the appointment. She made another death threat with our quality assurance manager and was advised that we would not do business with her if she did not cease making threats immediately, that we reserve the right to cancel her file in an effort to protect our agents, most especially the driver and his crew that would be coming to her pickup. 
  Ms ******* was let off the line after these threats and customer service contacted her shortly thereafter to de-escalate and attempted to get her to complete her QA appointment. On that recorded customer service call she made another death threat at which time we advised her that we will be cancelling her file and removing her from the operations calendar to protect our agents from this abrasive and threatening behavior. She was subsequently sent an email confirming the cancellation of her job and local law enforcement was contacted. We filed a complaint and went forward with pressing charges due to the nature of her threats ( she threatened to shoot up our office, that she would bomb our office and stated to the customer service manager that she would not live long enough to press charges on her. 
  We are continuing to work with the investigator assigned to this case regarding these threats. Please see case number below for reference to this filed criminal case: 
  CASE #: Evidence Request: **************
  Officer ***********, V.
  
  

• Initial Complaint

  Date:01/02/2025

  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.

  Contacted this moving company to move belongings from ******* to ******** in Dec. 2024. ******* ****, the agent I spoke with, estimated 37 items would take up 372 cubic feet. Included in these items were many large items including 3 dressers, a papasan chair, a day bed, a tool box, and a tv stand. The binding agreement was that the job would cost $1,897.74. After that, we removed one of the dresses, the papasan chair, a day bed, the tool box, and the tv stand. We added a few boxes and small items that would not have totaled the same square footage as what was removed. When the movers arrived, they said the square footage was 790 and the total cost would be $5,005.22. Because we were only in ******* for 2 days and had no other options, we had to agree to this and pay the deposit. on 1/2 we called the company to try to figure out why the difference was so vast. They would not answer our questions and kept saying that the square footage was 790. We said we understood that but were confused why the original estimate was so low then. We removed large items and replaced them with smaller items. Why was it $3000 more? Why having a binding agreement in the first place? While on the phone with ****** ****, I asked several times if the price would be more than the $1800 quoted, and he assured me repeatedly that it would not be. Only if we had materials costs, which I understand. The company was extremely unhelpful on the phone. Said they did not care if we went to the BBB as they "do not participate in that fraudulent organization." I feel as though they took advantage of me in what was a time sensitive situation and did not care.

  Business Response

  Date: 01/14/2025

  ***** **** booked relocation services with FOUR seasons moving ***  on 11/26/2024 At the time of booking The client was asked to list off the items needing to be moved to determine how much space in cubic feet their items would occupy within the truck. The client provided a list of  42 Pieces. Based on the items provided, it was determined that the client would need a space reservation of 372 cubic feet. Along with the space reservation the client was also provided with a binding rate per cubic foot of $3.37, this is what she would be charged if they exceed the space reservation accommodated for in this estimate. Based on the space reservation and services needed, the client was offered a quote of $1897.74 with an immediate deposit payment due of $662.00.  The client accepted this offer. They signed the service agreement, payment authorization form, and paid the deposit. 
  On 12/26/2024 the client completed their scheduled ***************** appointment. The purpose of this call is to update the inventory with any last minute changes there may be before the pickup. This is done to ensure the client has enough space reserved for their items within the truck. This appointment also ensures that the client will have no last minute surprises at the time of pickup. The client added 22  pieces to the moving inventory which ***reased her space reservation to 790 cubic feet. In accordance with the contract the client signed, the price was adjusted to accommodate the additional items and space she would need within the moving truck. The revised estimate offered to the client was a total cost of $4540.22 with an immediate revision fee of $500  due. The client accepted this offer. They signed the service agreement, payment authorization form, and paid the revision fee. 
  The clients pickup window was for 12/29/2024 - 12/30/2024. The day before this window began the client was notified that their pickup would take place on 12/29/2024 and her drivers would be arriving between  1PM-5PM . When the client carrier FOUR seasons moving *** arrived it became evident that the client had additional items, not listed on the inventory. These additional items exceeded the original space reservation, therefore according to the contract ***reasing their price to accommodate the additional space they would need in the truck. It was explained to the client that if they wished to avoid ***urring additional costs she could only have the amount of space reserved within the estimate loaded onto the truck. However the client decided to have all of the items loaded. Before the drivers left the pickup, the client was provided with an Interstate Bill ** Lading. This is the contract which outlines the total amount of cubic feet loaded on the truck and the services performed. 
  
  
  

• Initial Complaint

  Date:12/11/2024

  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.

  We hired this moving company to move furniture from Honor MIchigan to Algonquin IL.Spoke with **** ***** initially, described what was needed and he quoted us $1974.00. We explained to him the item list will change. He assured us that was no problem, they would work with us as long as we didnt add too much. Job number E7522583. They took 2 deposits . Only available option was some form of Echeck. We also explained to him this was a court ordered move. WE agreed on the price. On our way to Honor Michigan, in a middle of a snow storm, we received a call from their **************************** for another itamized list. New price was $5,200.00. Also a non refundable $500.00 change fee. When we voiced our displeasure, the gentleman was rude and abrasive, put my wife on hold and threatened to hang up . He said we can deal direct with the driver. He would charge us double. We felt we had no choice but to sign new documents with the new estimate. They had us. The movers did show up. 3 guys in a rented Budget truck working for Four seasons moving. We had ro write them a check for half the deposit, nothing to do with emerald moving. more money because they had to go up steps. We did receive a call fro Dispatch the day before they were to arrive and gave us a window of 12 to 3 pm. In addition, he informed me the only form of payment at deliver was CASH. This has been a horrific experience. I do not want another senior citizen to be exposed to this company.

  Business Response

  Date: 12/23/2024

  ******* BORA booked relocation services with EMERALD MOVING LOGISTICS on 11/20/2024. At the time of booking the client was asked to list off the items needing to be moved to determine how much space in cubic feet their items would occupy within the truck. The client provided a list of 38 PIECES. Based on the items provided, it was determined that the client would need a space reservation of 318 cubic feet. Along with the space reservation the client was also provided with a binding rate per cubic foot of $3.30, this is what she would be charged if they exceed the space reservation accommodated for in this estimate. Based on the space reservation and services needed, the client was offered a quote of $1974.09 with an immediate deposit payment due of $945.00.  The client accepted this offer. They signed the service agreement, payment authorization form, and paid the deposit. 
  The client also requested packing services in their subsequent ***************** appointment totaling $650.00 for 5 glass top tables, 2 mirrors and one china hutch.
  On 12/5/2024 the client completed their scheduled ***************** appointment. The purpose of this call is to update the inventory with any last minute changes there may be before the pickup. This is done to ensure the client has enough space reserved for their items within the truck. This appointment also ensures that the client will have no last minute surprises at the time of pickup. The client added 5 pieces to the moving inventory and made other adjustments which increased her space reservation to 671 cubic feet. In accordance with the contract the client signed, the price was adjusted to accommodate the additional items and space she would need within the moving truck. The revised estimate offered to the client was a total cost of $5099.66 with an immediate revision fee of $1200.00 due. The client accepted this offer. They signed the service agreement, payment authorization form, and paid the revision fee. 
  The clients pickup window was for 12/7/2024 -12/8/2024. The day before this window began the client was notified that their pickup would take place on 12/8/2024 and her drivers would be arriving between 8 am - 12 pm. When the client carrier FOUR SEASONS MOVING *** arrived they loaded up the noted items. Before the drivers left the pickup, the client was provided with an Interstate Bill ** Lading. This is the contract which outlines the total amount of cubic feet loaded on the truck and the services performed. 
  The client chose a first available delivery date of 12/9/2024. It is explained on the Bill of Lading issued during pickup that the First available Delivery Date (FADD) is not the date of delivery, however the first date the customer is available to receive the goods. This date is obtained to ensure the drivers do not arrive before the customer is ready. The clients items were traveling 347 MILES, based on our delivery spreadsheet this is expected to take 1-7 BUSINESS DAYS. 
  We have since not heard from the customer with the exception of them calling on 12/10/2024 for a delivery update. The carrier, Four Seasons, subsequently informed us that they have been delivered successfully. Having abided by all *** regulations we consider this matter closed.
  
  

• Initial Complaint

  Date:12/09/2024

  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.

  Emerald Moving Logistics managed my move from ***********, ** to ***********, **. The company quoted me $1900 for the move but when the movers arrived to pick up my items, they said they needed $700 more for additional space and and additional $485 to pack up some fragile and unpacked items. My items were in a storage unit in ***********. I had already moved to *********** so was not able to be present when the moving company picked up my things. Emerald Moving Logistics is a brokerage company. They arranged for ******************* to pick up my items and deliver them to my home in ************** items were picked up on Oct. 7th and delivered on Nov. 19th. I was assured by ******* ***** of Four Ever Homes and by **** ***** of Emerald Moving Logistics that my items would be wrapped and packed for safety. When my items arrived, only 2 items were partially wrapped and everything else arrived unwrapped and unpacked, as a result every item arrived damaged. Damage ranged from shattered glass, to gouged wood, to structural damage to furniture. I estimate the cost to repair and replace all damaged items to be around $10,000.

  Business Response

  Date: 12/16/2024

  Upon receiving this complaint we reviewed the customers file and noted that she was directed to her carrier and provided claims information to rectify her damages. 

• Initial Complaint

  Date:11/18/2024

  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.

  In October 2024, I hired Emerald Moving Logistics for a long-distance move from *********, **, to ****, **, scheduled for October 7-8. I initially paid a deposit of over $700 to Emerald, followed by two additional payments to All Moving Services: $500 before the move and $577 upon delivery. After Emerald mismanaged my moving date, causing significant delays and confusion, I had to pay another $500 just to proceed. In total, I paid $2,277 for the move. However, when the delivery finally arrived, only half of my belongings were delivered. The rest of my items were never received and are presumed stolen by All Moving Services. Despite numerous attempts to contact both Emerald Moving Logistics and All Moving Services, I have been met with no clear answers, solutions, or acknowledgment of accountability for the loss of my property.The move, arranged under Job No. E7520756, was initially quoted at $1,905.43, but due to unexpected fees and poor handling, I paid significantly more, only to have my belongings mishandled and stolen. I am now seeking full compensation for the value of my missing items, along with reimbursement for the financial loss, inconvenience, and emotional distress this ordeal has caused. I request immediate action to address this matter and provide fair restitution for the stolen items and the mishandling of my move.

  Business Response

  Date: 12/02/2024

  ****** ***** booked relocation services with Emerald Moving Logistics on 10/2/2024. At the time of booking the client was asked to list off the items needing to be moved to determine how much space in cubic feet their items would occupy within the truck. The client provided a list of 63 pieces. Based on the items provided, it was determined that the client would need a space reservation of 300 cubic feet. Along with the space reservation the client was also provided with a binding rate per cubic foot of $4.05, this is what she would be charged if they exceed the space reservation accommodated for in this estimate. Based on the space reservation and services needed, the client was offered a quote of $1905.43 with an immediate deposit payment due of $749.56.  The client accepted this offer. They signed the service agreement, payment authorization form, and paid the deposit. 
  The contract issued to The client clearly states the applicable cancellation policy, which allows the customer ************************************************************************************************************ order to receive a refund of the deposit paid. Should a customer cancel beyond the 72 hour cancellation window they will be ineligible for a refund of the deposit paid. When the client signed and agreed to the contract, this is one of the terms they agreed to. 
  The clients pickup window was for 11/9-11/10/2024. The day before this window began the client was notified that their pickup would take place on 11/10/2024 and her drivers would be arriving between 2-4 pm. When the client carrier All Moving ************ arrived, confirmed the volume of 300 cubic feet and did not apply any additional charges. 
  We have since received an email accusing this agent of stealing because he was unclear on the delivery process which customer service subsequently explained to the customer. We also requested elaboration but never got a response. We informed the carrier who stated these accusations were untrue. We have also provided claims info to the customer. 
  
  

• Initial Complaint

  Date:09/23/2024

  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 8/19 i entered into a moving contract with Emerald Moving. The coordinator who i worked with (******- who said he wasnt a broker and this would be handled from start to finish with Emerald moving) quoted me as a "mini move" after i gave him a short list of items with description i needed to move. After a quality check i added a few items to the move list, thus the price increased marginally. I agreed to it, and scheduled for my items to be moved from ****** to *********** on 8/31. (i'll add getting confirmation or any further details after 8/19- was incredibly difficult- and i later discovered that Emerald Moving had brokered out my move to Moving Logistics, ***** who was even worse to work with. when i confronted emerald moving about this they said it was an "affiliated partner") Upon my items getting picked up by Moving Logistics, **** they said "******" under quoted how much space i would need and charged me an additional $1000. It was communicated to me by "******" that my items would arrive between 3-4 days from pick up- this did not happen, but rather the truck finally arrived 9/11. During this almost two week period it was never communicated where my items were, and i rarely got a straight answer from anyone when i was able to get ahold of someone. My items arrived with several pieces of furniture being damaged/ broken beyond repair and im also missing a few items.What i thought was a convivence of having someone move my items 800 miles which i was willing to pay for turned out to be an absolute nightmare- im now out an extra $1000 from the extra space i had to "buy" on the truck and the damage to my furniture exceeds $2000.I have little faith i will see any compensation or resolution from this company- their business practices are unethical and deceptive.

  Business Response

  Date: 10/03/2024

  ****** *****  booked relocation services with Emerald Moving Logistics on 8/19/2024. At the time of booking The client was asked to list off the items needing to be moved to determine how much space in cubic feet their items would occupy within the truck. The client provided a list of 45 separate pieces. Based on the items provided, it was determined that the client would need a space reservation of 300 cubic feet. Along with the space reservation the client was also provided with a binding rate per cubic foot of $4.90, this is what she would be charged if they exceed the space reservation accommodated for in this estimate. Based on the space reservation and services needed, the client was offered a quote of $2250.00 with an immediate deposit payment due of $805.00. The client accepted this offer. They signed the service agreement, payment authorization form, and paid the deposit. 
  On 8/27/2024 the client completed their scheduled ***************** appointment. The purpose of this call is to update the inventory with any last minute changes there may be before the pickup. This is done to ensure the client has enough space reserved for their items within the truck. This appointment also ensures that the client will have no last minute surprises at the time of pickup. The client added 7 pieces to the moving inventory which increased her space reservation to 399 cubic feet. In accordance with the contract the client signed, the price was adjusted to accommodate the additional items and space she would need within the moving truck. The revised estimate offered to the client was a total cost of $3371.48 with an immediate revision fee of $600.00 due. The client accepted this offer. They signed the service agreement, payment authorization form, and paid the revision fee. 
  
  The clients pickup window was for 8/30-8/31/2024. The day before this window began the client was notified that their pickup would take place on 8/31/2024  and her drivers would be arriving between 8am - 12pm. When the client's carrier Moving Logistics arrived it became evident that the client had additional items, not listed on the inventory. These additional items exceeded the original space reservation, therefore according to the contract increasing their price to accommodate the additional space they would need in the truck. It was explained to the client that if they wished to avoid incurring additional costs she could only have the amount of space reserved within the estimate loaded onto the truck. However the client decided to have all of the items loaded. Before the drivers left the pickup, the client was provided with an Interstate Bill ** Lading. This is the contract which outlines the total amount of cubic feet loaded on the truck and the services performed. 
  It is explained on the Bill of Lading issued during pickup that the First available Delivery Date (FADD) is not the date of delivery, however the first date the customer is available to receive the goods. This date is obtained to ensure the drivers do not arrive before the customer is ready. The clients items were traveling 862 miles, based on our delivery spreadsheet this is expected to take 7-14 business days. 
  The customer has since been delivered and provided claims information for some damaged and missing items so she can file her claim and be compensated for those items.
  
  

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22327605
  
  I am rejecting this response because: The communication from emerald logistics was inaccurately provided to me. Per my phone call with "******" (who conveniently no longer works there) i would require space for a "mini move", i later disclosed some additional items to emerald moving at which point they increased the cubic feet i would need on the truck- i willingly paid for that. I do not believe ****** accurately quoted me the amount of space i would need- as my sofa alone took up almost 2/3 of the space he quoted me for- i will add i said i had a 90" sofa from the first call we had. So either he/they do not know how to estimate cubic feet or they intentionally under quote knowing at the time of pick up you will need more space, and thus have to pay because you really have no other choice- what are you going to do leave some of your stuff behind??  Additionally, ****** told me my items would arrive 3-4 after they were picked up, which clearly didn't happen- per the bill of lading it says 7-14 days. Again, the verbal communication was inaccurate and misleading. 

  Additionally, i was told Emerald Logistics was not a broker- clearly they are. I had little to no contact with them after i paid my deposit, the truck that showed up to pick up my items was a rented Budget truck- the company was Moving Logistics, **** the only proof i had that that was in fact the company was the paperwork provided to me- the movers weren't wear any company issued shirts, and one of the movers was a local person paid $100 to help. The whole process was misleading and deceptive. Regarding my broken/ missing items, i'm told it could take 5 months to see any compensation/ resolution on it, and even then im VERY doubtful what i get will even cover the loss. 

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

  Business Response

  Date: 10/15/2024

  From the time of booking we received 10 incoming phone calls from this customer and over 20 separate timestamped notes on her file for each and every contact we had. The customer stated she had damages after being delivered to which we responded providing her claims information for the agent that executed her pickup in accordance with *** and ***** regulations.