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:03/18/2025

  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 was quoted over $6500 to move from ** to **. I dicussed with ******* ****** in our initial talk; 2 bedroom 2 bathroom place that is more like a 3 bedroom with a balcony and fully packed storage. Dicussed each room and gave a large amount of boxes 80 medium/ large boxes with 5 wardrobe. I also told him since I had not started to packed I'm not sure of everything. The initial call was early January 24th, 2025. I made the decision to go with this company based on a referral and the ******* answering all my questions.Confirmed with him to pay 3 equal payment all by credit card and if there is a shuttle truck cost for pickup and delivery. He said no shuttle needed confirmed in email. All other moving companies said there is a charge added to their quote. He looked up my apt complex and said no shuttle needed based on truck used. The email stated not needed. I also asked since I was still packing and not aware of how many boxes etc would there be an additional cost? He said he added more cubic feet, 900, just in case I had more than discussed and someone would call me the Friday prior to my move on March 10th.******* confirmed with me that Across States Relocations would move me. That they were not a broker. I received a text and email from another company called BLVD Moving, on March 3rd,stating they were going to move me. The next day I reached out to ******* who stated it was a mistake made. He said he would contact them to correct it and reconfirmed his company would move me. I had him email me our conversation. The day of March 10th BLVD MOVING shows up. They tell me they do the moving in ** and ******* is a broker only. I reached out to *******. Not working that day. It was a bait and switch move. I had to move out since I gave a notice and other travel arrangements. They charged me over $3600 or they could leave my items not on the list. Now March 17th a shuttle truck charged close to $1000 to deliver my items or not if I don't pay.

  

  Business Response

  Date: 03/19/2025

  To Whom It May Concern,

  I would like to provide clarity regarding the recent move involving a client who received a reservation from our sales representative to transport 120 items, approximately 900 cubic feet, from ********** to ******

  Upon pick-up, the actual volume of items loaded was nearly 200 items, and we discussed the revised final price with the client before any work began. The client was given the opportunity to either keep the original price or accept the revised estimate based on the updated volume, and they chose to proceed with the new price.
  Upon delivery, we encountered a situation where the tractor-trailer that was dispatched could not fit into the client's condominium complex. To address this issue, a shuttle service was required, and the client was charged a discounted price for this service.
  Throughout the entire process, we made every effort to accommodate the clients needs. We ensured that the items were picked up, transported, and delivered successfully. Additionally, A Cross States handled the entire moving process, ensuring a smooth and coordinated experience.

  
  

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23079860
  
  I am rejecting this response because I was very clear when I initially spoke to the representative *******, that I have a 2+2 bedroom apt. that is more like a 3 bedroom minus the furniture and a storage on my balcony that was filled and some things in the garage.  The number of items they mentioned going from 120 to 200 hundred were items such as my kitchen trash can; ironing board, medium size dog crate broken down; weight bar in original package; small folding chair in original package; light weight plastic lawn chairs; 6 moving bags for my bedding and the list of small or items that are light weight and don't take up much room I can continue to list.  BLVD movers came in stating "you did not tell us you had a trash can".   They decided to price ***** because I had no alternative to but accept; which I did not do right away.  To top it off, the 26-foot truck used was not filled to capacity.  

  I was relocating from ** to **; which is why I called them.  They knew that I had to be out of my place on a certain date.  The moving date was based on that as well as delivery date.  To make a statement that I had a choice was laughable. There was no time to call another moving company when I had already given notice to the apartment complex that I was moving out.  I asked what I perceived to be all the right and relevant questions to make a good decision but mislead by the answers I received.

  As moving professionals, they are supposed to provide reasonably close estimates to their customers.  Their representative did not do that.  My cost went from over $6500 to close to $11,000. This exorbitant amount was a combo of "additional items" from initial move; unexpected shuttle truck for delivery and charges to use my credit card.   

  Lastly, my boxes that were label fragile were crushed and I am now finding broken items it them.

  I fervently disagree with their assessment and find their service to be unprofessional, unethical, and therefore unacceptable.

  Sincerely,

  
  ***** ******

  

  Business Response

  Date: 03/27/2025

  We sincerely apologize for any inconvenience. However, we want to clarify that we took nearly 200 items, and based on the inventory you provided, the estimator was unable to give a fair and accurate estimate. The actual number of items was much higher than anticipated, making it difficult to provide a more precise estimate upfront. Before we began the work, you had the option to either take everything with you or leave some items behind, and you had control over the final cost of your move. You agreed to the final bill, and at no point were you forced into any decision. We again apologize for any issues and have sent you the claims information for any damaged or broken items. Please note that the company adhered to its policies and procedures throughout the entire process.

  Customer Answer

  Date: 04/06/2025

  I'm not satisfied with the actions, misinformation, being taken advantage of and over charged.  In addition my items missing and some broken by the movers damaging boxes marked fragile.  It was a horrible experience and businesses such as this should not get away with this type of tactics.  

  

  Business Response

  Date: 04/10/2025

  We sincerely apologize for any inconvenience. However, we want to clarify that we took nearly 200 items, and based on the inventory you provided, the estimator was unable to give a fair and accurate estimate. The actual number of items was much higher than anticipated, making it difficult to provide a more precise estimate upfront. Before we began the work, you had the option to either take everything with you or leave some items behind, and you had control over the final cost of your move. You agreed to the final bill, and at no point were you forced into any decision. We again apologize for any issues and have sent you the claims information please do work one on one with the claims company to process your damages correctly for any damaged or broken items. Please note that the company adhered to its policies and procedures throughout the entire process.
  
  
  
  

  

  Business Response

  Date: 04/11/2025

  To Whom It May Concern,
  This letter is in reference to our client who initially contacted our sales representative in January 2025 regarding a long-distance move from ********** to *****. At that time, the client provided an itemized list totaling approximately 120 pieces, which amounted to an estimated volume of 900 cubic feet. Based on this inventory, the quoted price for the move was $6,495. The original item list and estimate are attached for your reference.
  Over the course of several weeks, the client communicated with our representative, and in February, she confirmed and reserved our services by leaving a deposit. Her move was scheduled for pick-up on either March 10th or 11th.
  On the day of pick-up, our ******* conducted a revised on-site estimate before any loading began. This updated inventory showed a significantly larger shipmentapproximately ***** cubic feet. The revised total cost, reflecting the actual volume of items, was $9,386. This updated estimate was reviewed, agreed upon, and signed by the customer prior to loading the truck. The revised estimate is also attached.
  At the time of delivery, it became evident that the assigned tractor trailer could not access the customers residence. As outlined clearly in the delivery paperworkwhich was signed by the customera shuttle service would be required in such cases to transfer the shipment from a smaller vehicle to the final destination. Despite the additional cost incurred for this necessary service, we discounted the shuttle fee from $***** to only $950 in an effort to support the client and reduce her expenses.
  Furthermore, it is important to clarify that the entire move, including both pick-up and delivery, was managed by Across States Relocations. While Boulevard Moving assisted with some local dispatch logistics in **********, they functioned solely as an operational officewe maintain a close working relationship with them, but Across States Relocations carried out all aspects of the move.
  The customer also agreed to our standard insurance policy, which provides coverage at $0.60 per pound. This coverage agreement is documented on the signed bill of lading.
  In summary, our company adhered strictly to industry protocols and made every effort to provide clear communication and accommodate the clients needs. We ensured transparency at every step and extended financial considerations where possible. All relevant documents are attached to support the facts outlined in this summary.
  Thank you for your attention to this matter.
  

  Customer Answer

  Date: 04/23/2025

  Although this company, Across States Relocations, may have expressed that they provided clear and timely communication: it is completely false.  What transpired was the absolute opposite.  It's unfortunate that they believe that by providing subpar service and communication, because the service was completed; it is a validation.   I have said multiple times that the lack of service, clarity, truthfulness, communication, professionalism, and choice to increase cost to an absorbant amount on day of move, is an unacceptable way to work with customers.  No one should work with this company.  If I had another moving company that was available to arrive the same day to assist my move from ** to ** after BLVD Moving (which I was told would not be moving me after I asked who they were and why they were contacting me) to my surprise showed up and increased the cost by thousands;, I would have went with another company without hesitation.   The bottom line, Across States Relocations mislead me and cheated me out of thousands by their unethical tactics.  They should be allowed to be in business; period.

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23079860
  
  Although this company, Across States Relocations, may have expressed that they provided clear and timely communication: it is completely false.  What transpired was the absolute opposite.  It's unfortunate that they believe that by providing subpar service and communication, because the service was completed; it is a validation.   I have said multiple times that the lack of service, clarity, truthfulness, communication, professionalism, and choice to increase cost to an absorbant amount on day of move, is an unacceptable way to work with customers.  No one should work with this company.  If I had another moving company that was available to arrive the same day to assist my move from ** to ** after BLVD Moving (which I was told would not be moving me after I asked who they were and why they were contacting me) to my surprise showed up and increased the cost by thousands;, I would have went with another company without hesitation.   The bottom line, Across States Relocations mislead me and cheated me out of thousands by their unethical tactics.  They should be allowed to be in business; period.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 04/24/2025

  We sincerely apologize that you are dissatisfied with your recent experience. Please know that our goal is always to provide transparent and efficient service, and we appreciate the opportunity to address your concerns.
  Regarding the final cost of your move, the quote was adjusted due to a significant increase in your inventorymore than double the originally listed amount. This change directly impacted the overall pricing, and we communicated those adjustments to you in advance. We understand that changes in cost can be frustrating, but please rest assured that nothing was added or charged without your knowledge or consent.
  In terms of the shuttle fee, this was necessary because the 53-foot tractor-trailer could not access your complex due to space restrictions. We did provide multiple options to avoid the shuttle fee, and the chosen solution was the only viable way to ensure your belongings were delivered directly to your residence.
  From pickup to delivery, we aimed to maintain full transparency and deliver your items in a timely and secure manner. If you have any outstanding concerns, or if there are any damages to report, please dont hesitate to contact our **************** or ****************** We are here to help and would like the opportunity to resolve any remaining issues.
  Thank you for your feedback. We do take it seriously and will continue to use it to improve our services.
  

• Initial Complaint

  Date:03/03/2025

  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.

  My belongings got picked up October 15th 2024 from ********* and delivered October 29th 2024 by a very rude driver named ***** that had thrown a lot of my belongings in the back of the truck and did not secure them properly he was trying to get us to send a payment to somewhere different ************************* but my fiance ****** already sent the payment to across states relocation. ***** then got mad and tried to refuse to give me my belongings which caused us to have to contact the ***********************************. While waiting for the ******* ***** kept telling us he was going to charge us at 7:15am for $75 dollars an hour or $34 dollars per 30 minutes he had to wait for unloading my things. The sheriff came out in an attempt to resolve the situation. ***** then chose to contact someone to find out about our payment and informed us they were closed and stated that he would need to take our belongings to *****************, we then discussed how we could try to make another payment and ****** reached out to his mother and she sent us the money through cash app but right before we were going to pay again ***** then contacted someone and confirmed we paid. Since we had boxes and other items not seen ****** told me i had 9 months to go through all my belongings and to take pictures of the damages to try to attempt to resolve the situation. I contacted *** *************** February 2nd to file a claim for damages. On February 7th i received an email from *** asking for my signature on a resolution in the amount of $186 dollars which i rejected. I then heard **** from them stating it was 60 cents per pound because we did not get the insurance package. They claimed the weight of my belongings were not what they actually are and when i reached out about it they told me that based on the federal guidelines they were standardized weights applied uniformly across the moving industry and serve as a basis for compensation.

  

  Business Response

  Date: 03/12/2025

  Good Afternoon we are sincerely sorry about the damages however we do have a claim process and the company is a third party and they follow the contract below i have copied the contract you agreed to and no additional insurance was purchased so they can only go based on the protection plan given on each move we hope you can come to a resolution with the claims department.

  LEGAL PROCESS NOTICE TO ALL CLAIMS: Carrier shall not be liable for the loss or destruction of, or missing goods, and/or damage of goods tendered hereunder or any part thereof unless claim is made in writing supported by proof of ownership, together with substation of value and weight. As a condition precedent, all outstanding monies due to the carrier must be paid in full before a claim can be submitted to the Company within nine (9) months after the date the goods are delivered or demand thereof refused and must be limited to the destination descriptions of damage indicated on the Inventory Logs at the time of delivery. It is the shippers responsibility to inspect and indicate any damaged or missing items on the Inventory Logs at time of delivery. Valuation of claim will be based on those indications subject to the limitations of liability as described on the Bill of Lading. Liability for the carrier will be in accordance with the liability option selected by the customer/shipper.   

  
  INSURANCE: It is highly recommended to purchase extra insurance through a 3rd party company like ******************** *************) **************************. In order to activate the insurance you will need Across States Relocations code which is *****. You will need to provide an estimated weight of your consignment (please check with customer service). Also, please check if your homeowner's insurance covers household goods. (must be done prior to moving)

  SHIPMENT VALUATION AND COVERAGE: Carrier Basic Liability of $0.60 per pound per article at no charge. If any article is lost, destroyed or damaged while in your mover`s custody, your mover`s liability is limited to the actual weight of the lost, destroyed or damaged article multiplied by $0.60 cent per pound per article. This is the basic liability level and is provided to you at no charge. It is considerably less than the average value of household goods. Full value protection coverage is available for additional cost at customer's request .(cannot be purchased after move has begun)

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23011874
  
  I am rejecting this response because:
  They did not get the right weight of any of my damaged items and now Im without my damaged stuff! 
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:02/17/2025

  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.

  They did our move from ******* to **. They give you an estimate on the items to move. Problem 1: their estimate is way off so you select them. My estimate was $2,500. When the move occurred the ** was an additional $900. We did not add extra, their estimate for the items listed was way off. Problem 2 and the biggest problem. Insurance. No one explained how their insurance works. I dont move much at all and dont think I should ask. They broke basically one item - a tv worth $700. The scam here is they only want to pay $53 for the cost I paid yo move the item, not the cost for the item damaged. We also had damage to a recliner as well. $53 is all they want to pay for both items worth approx $1,000. My complaint is they did not explain how things truly work. **************** said if I complained about the estimate of cf at loading they would have done something.

  

  Business Response

  Date: 02/19/2025

  To whom it may concern,
  The client received multiple emails from our reservation office prior to booking with our moving company. The estimate that was electronically signed includes all details regarding our claims process, as outlined in our company policies. The client began communicating with our sales associate in September for a move scheduled for ******** providing ample time to review and understand the paperwork. Additionally, at the time of pick-up, paperwork was provided to the client, allowing them to go over any details and ask questions. We do not proceed with any work until all paperwork has been reviewed, signed, and agreed upon.
  Our claims are handled by an external claims company, as per our agreement. There is no full coverage policy on this account, as the customer opted not to purchase the full 100% coverage policy. We make every effort to ensure that our clients are fully informed about our policies, claim procedures, and any additional costs. The client has all the necessary information to proceed with any claims related to the account.

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22950585
  
  I am rejecting this response because:   They did NOT explain their process.  This is why i am making this complaint.   Yes, I worked with the sale associate who was very nice.   We worked back and forth on the inventory items.   My goal was to have a complete inventory so I would not have any surprises.   Well, that was not the case.   My first price was approx. $2,500 for the move.   The estimate for the ** was way off.   I believe the estimating software used did not provide an appropriate ** number and my cost was an additional $900 for the bad ** estimation.   I requested to talk with a manager from the sales associate and the customer service agent and neither was able to get a manager to call me.  No one wanted to make their customer happy.    For the insurance.   No one explained the insurance process to me.   The sales associate could have, the customer service agent could have.   I would NOT have agreed to a moving company to pay on the cost they had to ship the pieces they damage.  Since they moved all our goods from one truck to another truck, that gave ample time to have damage.   I have a TV and recliner that received damage.   I had to dispose of the TV and it cost me $30 to dispose of it.  The moving company wants to give me $53 for the damage of $1,500.   This is most crazy thing I have ever heard of.  Yes I signed papers to get the goods delivered.  The loaders could have explained the insurance process.   I would have never signed on the insurance.   I felt I could work with a manager on the excessive ** charges.   Since no one had an interest in working with me I decided to file a formal complaint with BBB.  I went with this moving company because they have a BBB certificate.   I pray this is removed if I do not get any further help on the excessive cost.   My cost to move was not $2,500 it is now closer to $5,500.

  I never had a situation where I could not talk to someone inside the company.  

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

  

  Business Response

  Date: 02/21/2025

  We sincerely apologize that you did not review the contract prior to signing electronically several months before your move, or on the day of your pick-up. However, the insurance valuation protection plan was clearly presented at multiple points before you chose to move forward with our company. We do follow a claims procedure, and our office has already informed you of the price differences and the reasons behind any changes. You were not forced to agree to these charges, and we made sure to review everything with you before beginning the process. You chose to accept the charges after this discussion, and the items were loaded. Unfortunately, since you already agreed to the charges before we started, there is nothing we can do to alter the price. Regarding your claims, you can communicate your dissatisfaction with the amount, and they may request the company to offer additional compensation. However, this process is handled through the claims procedure.
  

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22950585
  
  I am rejecting this response because:  I am truly amazed...   I was NOT able to have a manager talk to me during the beginning, middle or end of the process.   However, someone has time to quickly respond to my responses now.  

  BBB,

  Contrary to what they say, no one ever spoke to me in person or on the phone about the entire process.   I learned it as I went along.   Who would tell me when someone will show up and when someone will be delivering.   No one mentioned the insurance options as they claim they did.    What I have tried to state in the beginning that this company ignored my request to talk about the issues.   No one called me back.   

  I think the process of theirs to come up with the total CF is way off.   I could understand a 10% variance.  Not a 25% variance.   An extra $900.  I would never think a moving company could move items and then not off proper insurance.   I figured they had insurance in case of any damage.  I never in my wildest imagination would think they would not cover their damages.  

  I need you to weigh in on this because I can see they will not budget and come to any middle ground.   I will NOT accept insurance money as it is stated now.    

  1.  broke a tv - valued at $700 - paid $30 to dispose of the TV

  2.  Stained a recliner - valued at $399

  Sincerely,

  
  ***** *****

  Customer Answer

  Date: 02/24/2025

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

  Even if I look previous about movers methods, I would be in the situation I am in now.   We needed our stuff moved - that did happen.   The extra $900 cost is cheap from what I read on others.   We had smaller furniture to move.  From what I read, all movers have this method of saying what they want to get a customer to sign up.   I believed this company since they had a BBB rating.   I believe that rating should be removed.   I also think someone should investigate all movers and make sure these business operate as they should and not deceive the customers.   

  They should be obligated to move the items with complete care and if something does break they should be responsible.   I never thought to look into insurance.  I assumed the company would back up any breakage.   Moving is their job.  Paying a customer the amount it cost to move the item is fraudulent.

  It looks like I am just adding to the article you have already wrote.   Everyday customers will be scammed until someone acts for the customers.

  I hope this helps in my case.

  Like I said, the managers of the company would not call me back.  The Sales person basically said he can't help.   Customer service lady could not help.

  Crazy....  way to do business.

   

   

   

   

• Initial Complaint

  Date:12/18/2024

  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.

  We hired this moving company to move us from **********, ******* to *********, **************. When I initiated the contract, I requested additional insurance because we had some valuables. The sales person discouraged me from doing that claiming that they had their own insurance.When we receive the items a week later than planned, it was clear that a lot of things were damaged. Some of the boxes look like they had been warehouse for months, which made no sense. There was a lot of damage to furniture, family, heirlooms, crockery, and personal items, the movers who brought to delivery, acknowledge this, and told us to take pictures and submit a claim.After several weeks of haggling with the company, they referred me to their insurance. This was a separate entity and not tied to the moving company. After many months and submitting different documents outcome was we were paid $.60 per pound for all of our items. So after a couple of thousand dollars in damages we will eventually receive $103. There is also a required notarized document, indicating that we would not pursue any other ********* this point, we will shut up and accept the money, but I thought it essential that we report this to the Better Business Bureau. The irony is that on their website, they highlight integrity, transparency, and reliability as their hallmarks. Nothing could be further from the truth.I hope people research this and you can warn them of this awful company. Thank you.

  

  Business Response

  Date: 12/20/2024

  To whom it may concern,
  This client was picked up as requested and delivered within two weeks, despite the contract specifying a 30-day waiting period. The client did not purchase additional insurance, which is offered before the move. Please note, we do not sell insurance; instead, we provide an Evaluation Protection Plan based on the weight of each item, which the client agreed to by choosing not to purchase additional coverage.
  We have already settled the claim and apologize for any inconvenience caused. However, as a reminder, insurance is offered prior to reservation and not after the move. While we make every effort to ensure there are no errors, the loading, unloading, and reloading of items involves human hands, and occasionally, things can go wrong. Nevertheless, we strive to handle everything with the utmost care.
  We sincerely apologize for any inconvenience, and can confirm that all policies and procedures were followed in processing the claim.
  Thank you for your understanding.

• Initial Complaint

  Date:11/28/2024

  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.

  first date was on Oct 26th 2024 when they came to pick up my belongings. They claimed that my stuff required more space than had been reserved by me even though I was sending LESS boxes than I had told them over the phone. Instead of the 300 cubic feet they said I needed 360 cubic feet of space. The price was suppose to be 550 dollars at reservation 550 on pickup and 550 on delivery. The *** told me it would cost me an additional 530 dollars for the extra 60 cubic feet. I told them no way they needed to learn math 60 cubic feet is 1/5th of 300 and they were trying to raise my price by 1/3rd after contacting the company dispatch and explaining the principles of math to the young lady she agreed that I should not pay a 1/3rd increase but a 1/5th even though I was using far less than the 300 cubic feet I could not argue because my wife had been transferred to ******* and we had to leave so she could start work on time. Now on 11/28/2024 after me telling their dispatch I was living in an apartment complex and they would have to send a small truck like the one they picked my stuff up in the driver shows up in a 53' semi truck. There is an opening to the building less than 50 feet from my door however because he is in a semi truck he can not make the turn to come down to that opening so I will have to pay 380 dollars more for them to deliver my items into my apartment because it is more than 75 feet from the truck to my door, even though had they delivered in a 28 foot box truck like I told them they would have to they would have been able to park less than 50 feet from my door. When I told them no I was refusing the delivery they threw my stuff out on the ground. If it had not been for the *** who the driver had called to come help him all my stuff would still be sitting in the parking lot of the apartment building I am disabled, a veteran, and 57 years old with post concussive syndrome and have no way to get my stuff into my apartment

  

  Business Response

  Date: 12/02/2024

  To Whom It May Concern,
  The delivery was made via a semi-truck, as all our long-distance shipments are transported in this manner. This method of delivery was clearly communicated to the client in the paperwork, which outlined that if the truck was unable to fit into the complex, a shuttle truck would be required at the clients expense.
  Upon arrival, the client was uncooperative and displayed hostile behavior, making the delivery process difficult and unsafe for our crew. The client had a large aggressive dog, and informed the crew that the dog was going to bite them. This was recorded on video, and due to the threat, police were called to ensure the safety of our crew members.
  The client refused to allow the crew to walk into the apartment complex with the items, blocking their access with the dog. Given the unsafe conditions, the crew made the decision to drop off the items at the client's building instead, as they felt they could not proceed under a hostile environment.
  We attempted to complete the delivery as professionally as possible, but the safety of our team was our priority. The situation was unfortunate.
  Please let us know if further information is required.

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22616456
  
  I am rejecting this response because:  First of all my dog was brought out for MY protection . When a 6' 3" 280 lb man tells you he is going to kick for a** for refusing the order I'm 5'9" **************************************************************************************** never any where near them she was there for my protection. Second before hiring this company I had informed ******* that no semi could come anywhere near my home would this be a problem?  I was told NO this is not a problem all our pickups and deliveries are made by box trucks.  When the driver got to my apartment complex he parked his Semi truck at the farthest door from my apartment  then took his little wheel that measures distance and told me first 75 feet are free the distance is 280 feet so i would have to pay 380 dollars more for them to bring the stuff into my apartment . When I told him to move his truck to the door that is  less than 40 feet from my apartment he said no. At that point I told him I was refusing delivery and I would be contacting the company for a discount on my bill at this point the driver told me the only thing I would be getting is an a** beating that is when my dog was brought out. The claim that I REFUSED TO ALLOW THEM INTO MY APARTMENT???? the entire problem was the driver refused to bring my stuff to the apartment. They felt threatened?? If they were so scared why did the drivers helper stay and not only bring everything into my apartment and help set things up but stay and chat for 20 minutes after finishing? ***** ****** was the helper called by the driver he told me the driver is greedy and does this at every place he has ever helped him. I heard him tell the driver at least 5 times to be reasonable and take a fair amount to bring it into the apartment but the driver said no since I had refused the delivery he will throw my stuff in the middle of the parking lot to which ***** told him he was not going to let him do that. The company claims I blocked them from delivering into my apartment when my problem was the driver refusing to bring things in they need to come up with a better LIE. My problem with the driver trying to extort me for more money just like they did at pickup. On the paperwork for the delivery you will see by my signature I wrote REFUSED DELIVERY SO THEY DROPPED MY STUFF IN PARKING LOT. This company offers low price then when the drivers pick up and deliver knowing they have you in a bind then extort you for hundreds more. I still had to pay ***** ********************************************* destroyed I guess that is better than the 380 dollars the driver tried to extort.

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

  

  Business Response

  Date: 12/03/2024

  We understand your concerns and have also heard the driver's perspective. Unfortunately, the two accounts do not align; they are separate and distinct stories. We apologize for any inconvenience caused, but please note that this information was clearly communicated in your estimate, which was sent to you prior to your reservation, as well as in the contract. It clearly states that if a semi cannot access the location and a smaller vehicle is required, an additional charge will apply. The contract does not include shuttle service, as this is an extra cost due to the labor and truck required for smaller locations where larger trucks cannot fit.
  At no point was any form of extortion attempted, nor were any unreasonable charges made. The estimate remained the same, the inventory stayed the same, and the space remained unchanged. There would have been no overcharge. Furthermore, before any work began, we provided you with the updated price. While you were not obligated to accept it, you chose to agree to the new price before we proceeded with the work.

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22616456
  
  I am rejecting this response because: Before I agreed to hire your company I personally ask ******* if Pickup and Delivery would be done in a Box truck or semi HIS EXACT WORDS WERE " due to the fact that most places we pickup and deliver to have truck restriction WE DO ALL PICKUPS AND DELIVERY WITH A BOX TRUCK." so this was LIE 1 from your company. Of course your driver will not admit to you he threaten me you would have to stop using him ask him for the video you will see my dog no where near him she was directly beside me in complete control the entire time. YOU DO NOT EXTORT PEOPLE???  what do you call it when your driver shows up and tells the person you need 1/ 5th more space "when you really do not" so we will charge you 1/3 the price my price was suppose to be 550 reservation 550 pickup and 550 delivery. Knowing that we had to leave for ******* on Monday because ******* had been told this at least 10  times by me your driver shows up on Saturday tries to originally raise the price by 530 dollars claiming ******* had only reserved 300 cubic meters of space and He would need to use 360 cubic meters on his truck 60 is 1/5th of 300 , 530 is 1/3rd of the 1650 rate I had been quoted if not for me explaining the basics of Math to the girl at your office I would have been extorted for over 200 dollars even though I sent 5 less boxes which more than covered the added chair space and should not have been charged any extra. My choices at this point are refuse the pickup knowing your company will never return the 550 I had already given them and risking my wife being fired from her job in ******* because we will not be able to leave on Monday due to the fact I would need to find a new mover or pay the EXTORTION .That was the 1st extortion by your company. 2nd Extortion was you show up at my apartment ON THANKSGIVING in a semi after I was lied to by ******* who told me it would be a box truck. Had you kept your word there is an opening to our building 42 feet 8 inches from my door to the parking lot and an additional 18 feet from my front door to my bedroom door allowing them to go all the way to the far corner of my bedroom and still be under the 75 feet I was told by your driver is free delivery. Maybe you do not understand what the word extortion is you should have looked that up before you responded. YOUR driver telling me he will beat my a** and throw my stuff in the street if I do not pay him 380 extra dollars is literally the exact definition of extortion. His own helper told him at least 5 times to be reasonable, his helper stayed and moved my stuff from the middle of the parking lot to my apartment, his help told me " the driver is greedy and extorts people at every place he has ever helped him unload" . Since this is going no where I will try a different avenue my Nephew ****** has a little following of 18.5 million the Ace Family sight going to give him a call and let him know to warn his followers of your business ethics or I should say Lack of ethics. Quoting a price of 1650 then trying to raise the price by over 900 dollars how is this not Extortion?
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:11/22/2024

  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.

  We were moving from ** to ** on 7/19. Movers picked up and packed the big items. When there we were told the load was leaving ******* that day and it would take about 3-5 days for it to arrive to **. At this point they had already relieved our payment in full. Several weeks later after ignoring all calls, and or every time we spoke to someone when they answered the phone it was a different excuse as to where our furniture was. Never where were told the truth of what was really happening. After several threats they finally decided to hire a trucker with day laborers to deliver our merchandise which arrived on 8/6. Not only was it delivered over 3 1/2 weeks later, it was completely damaged, broken and if that wasn't enough they damaged a wall of our brand new house. They meaning the day laborers didn't know what they were doing. Boxes and bins where just being thrown around as they were rearranging them in the truck that was being taken out off. Now they are saying that what they are offering us is within the contract amount. Not acceptable nor we think it should be legal what they are doing.

  

  Business Response

  Date: 11/25/2024

  We sincerely apologize for any confusion or inconvenience. After reviewing the file, we have found that no additional full coverage policy was purchased as part of your insurance. As outlined in the contract, we offer a Valuation Protection Plan through our third-party provider. Unfortunately, any claims related to this matter will need to be settled directly with our claims department. We truly regret any inconvenience this may have caused and appreciate your understanding.

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22591805
  
  I am rejecting this response because:

  They breached their contract, they didn't delivery themselves nor did they unload. It was a common trucker that was hired and he hired the day laborers. The person we were dealing with ****** she is well aware of it all. 

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

  

  Business Response

  Date: 12/05/2024

  This transaction involved no other company. We handled both the pickup and delivery ourselves. All of our drivers, who operate our trucks and trailers, are 1099 independent contractors with their own insurance. Their vehicles are marked with their own company names for insurance purposes, but everything is covered under our company umbrella. We apologize for any inconvenience caused. If there is anything we can assist with, please let us know. However, please be aware that all claims and disputes must be directed to our claims department. Thank you.

  Customer Answer

  Date: 12/18/2024

  See enclosed pictures, this by no means is one of their trucks nor was he one of their employees. And I have the last minute trucker that was called in phone number and whom he really works for information if needed. Our contract was with Across States Relocation not a 3rd party person. 

• Initial Complaint

  Date:11/12/2024

  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.

  Missing items..broken items..charged more than quotedreceived items that were not ours.see phopt

  

  Business Response

  Date: 11/15/2024

  It has come to our attention in the corporate office that you have loss and/or damages and we sincerely apologize. It is never the intention of anyone to have a customer experience anything less than a satisfactory. Whenever you have the human touch you can find error. We do apologize and we refer you to the ************** to further assist you in this process.
  Claims are accepted for loss, damaged items and other moving related grievances. 

  There are 4 ways to file your claim. Either method you decide to file your claim you will need to compose a letter describing the damages and/or missing items.
  1. Call: **************
  2. Email: ***********************
  3. Fax: **************
  4. Online: ************************************
  
  
  For more information, visit the Website ************** or call CAF at ************** Fax: **************.
  
  
  Thank you

  
  

• Initial Complaint

  Date:10/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used this moving company over the summer and many items of my personal belongings were damaged or missing and they told me that I only had ***** of insurance coverage on a ****** dollar move from ************** to **********.

  

  Business Response

  Date: 10/23/2024

  To whom it may concern,
  
  This client experienced damage to one lamp and had clothes packed into boxes without a bar. The claimed damage does not amount to $12,000. The claim was processed according to protocol, and the value of the valuation protection plan agreed to by the customer was determined to be $55, which is outside our companys control. We apologize for any inconvenience this may have caused. However, the claim has already offered what they believe to be a fair amount for the damages supported by the customer.

• Initial Complaint

  Date:10/08/2024

  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.

  After checking out many moving companies I decided on ***. The person ( ***** ******) I dealt with was very friendly. He assured me that they were not brokers and that I would only be dealing with them. I had read other's reviews about giving a binding estimate only for them to increase it so I stressed that I wanted to have someone visually see my possessions. They sent one of the men who would be loading and hauling, and on June 7 I received a text from ***** with a binding estimate and it also said the price was firm. When the men came on moving day the truck said Four Seasons Moving, and immediately began complaining that there was more stuff than they expected. I let them know that one of their coworkers did a visual walk through. Later I got a call saying that they would not be able to get everything in on one truck, and that it would cost more. I was already in ***** and my neighbor was supervising from my Wisconsin home. My neighbor late in the day said everything had been loaded and they has left. I asked if they had to get another truck and he said no, that it all fit, and they had never mentioned to him about having to get another truck. From the start, I felt like I was dealing with 2 separate companies. ASR seemed very professional and these movers seemed anything but professional. Eventually, I heard from *** saying that the movers were sure that I had added more after the visual walk through. If anything I had donated more stuff, reducing the total. They, at first, said It would be between $1000-$2000 more. I argued quite a bit, reminding them of the visual walk through and that I was told it would be firm. They finally said I needed to pay $1000. Meanwhile they had all my belonging, so I felt I had to pay and told them I did not accept this change in cost but felt I had no other option to get my possessions delivered. I stated that my desired resolution should be a refund, but only for the $1000 I was overcharged.

  

  Business Response

  Date: 10/11/2024

  To whom it may concern,
  The client conducted a walk-through months prior to our move service. The agreed-upon price was based on an estimate of ***** cubic feet. However, upon arrival, we discovered significantly more items packed than expected, despite the understanding that some were to be discarded. Our ******* did his best to accommodate the situation.
  Before we started the job, we communicated a price increase to the client due to the additional volume, which was acknowledged and agreed upon. Had we only moved the original estimate of ***** cubic feet, the price would have remained unchanged.
  Regrettably, we cannot offer a refund, as we moved more items and occupied more space than initially planned, and all adjustments were agreed upon in person.

  Customer Answer

  Date: 10/11/2024

   
  Complaint: 22395272
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 10/11/2024

  Please review the attached documentation regarding the clients submission. During the conversation with the sales associate, it was clearly explained that we would not be able to accommodate the additional items during the visual estimate. The binding price we provided was based solely on the items present at that time, excluding any additional items that were either packed or not removed.
  We sincerely apologize for any inconvenience this may have caused. As indicated in the communication with the sales associate, it was made clear that the additional items could not be included if the client wanted to maintain the original price. We made every effort to work with the client to keep the price unchanged, but she insisted that all items needed to be taken.

  Customer Answer

  Date: 10/11/2024

  This is in response to the response from the business that I rejected. The response was untrue.The walk through done by ******** was calculated incorrectly on his part and I shouldn't be held accountable for his poorly executed estimate. There was absolutely nothing added and there was stuff that I got rid of prior to loading day. The day of the move in ********* I was in *****. I had checked prior and was told I didn't need to be there. I told the my neighbor would let them in and supervise the job. So no increase was agreed upon IN PERSON. My neighbor did not sign anything on my behalf. That increase of $1000 was not even mentioned until my possessions were on the truck. I was given at least 3 different amounts( $1000-$2000), and the day of unloading, after I had been told they were settling on $1000, I was told by ****, the unloader, that I owed was $1360.75. I refused to pay that and paid the $1000. Never did i come to any agreement and made it clear to everyone at *** ( ****** ****** and ******) and whatever moving company that they had contracted out to. I told everyone that I would be disputing the additional cost. From the day of the move until delivery there was a lot of phone calling back and forth from ASR  and the moving company to get answers to what happened between ********** estimate and the additional charges. I guess they decided to believe ******** over me and that I conspired to trick them by adding items from who knows where to get the deal. There was definitely unprofessional activity going on. An example would be that I got a call from **** on moving day that he was going to need and extra truck because 25% wasn't going to fit and was telling me that it would cost me more. My neighbor said that when the truck arrived there was other unknown property already in it. When my neighbor called to tell me they were done, I asked him if they got the other truck. He didn't know what I was talking about and all of it fit in the one truck. It was never mentioned to him by **** that it wasn't going to all fit in. Another problem was that I had given one date for move in (Aug 1) in my contract with ***. That would be the first I could take possession of my apartment. The guys delivering wanted to deliver in late July and I said that would be impossible. I was shown a paper that said they could deliver earlier. No way did I even speak to anyone about that let alone agree to it. *** seemed professional but the companies they are contracting with don't seem to have much integrity. In this case, they chose to believe the movers over me. They ARE brokers and are working with shady companies.

  Customer Answer

  Date: 10/11/2024

   
  Complaint: 22395272
  
  This is in response to the response from the business that I rejected. The response was untrue.The walk through done by ******** was calculated incorrectly on his part and I shouldn't be held accountable for his poorly executed estimate. There was absolutely nothing added and there was stuff that I got rid of prior to loading day. The day of the move in ********* I was in *****. I had checked prior and was told I didn't need to be there. I told the my neighbor would let them in and supervise the job. So no increase was agreed upon IN PERSON. My neighbor did not sign anything on my behalf. That increase of $1000 was not even mentioned until my possessions were on the truck. I was given at least 3 different amounts( $1000-$2000), and the day of unloading, after I had been told they were settling on $1000, I was told by ****, the unloader, that I owed was $1360.75. I refused to pay that and paid the $1000. Never did i come to any agreement and made it clear to everyone at *** ( ****** ****** and ******) and whatever moving company that they had contracted out to. I told everyone that I would be disputing the additional cost. From the day of the move until delivery there was a lot of phone calling back and forth from ASR  and the moving company to get answers to what happened between ********** estimate and the additional charges. I guess they decided to believe ******** over me and that I conspired to trick them by adding items from who knows where to get the deal. There was definitely unprofessional activity going on. An example would be that I got a call from **** on moving day that he was going to need and extra truck because 25% wasn't going to fit and was telling me that it would cost me more. My neighbor said that when the truck arrived there was other unknown property already in it. When my neighbor called to tell me they were done, I asked him if they got the other truck. He didn't know what I was talking about and all of it fit in the one truck. It was never mentioned to him by **** that it wasn't going to all fit in. Another problem was that I had given one date for move in (Aug 1) in my contract with ***. That would be the first I could take possession of my apartment. The guys delivering wanted to deliver in late July and I said that would be impossible. I was shown a paper that said they could deliver earlier. No way did I even speak to anyone about that let alone agree to it. *** seemed professional but the companies they are contracting with don't seem to have much integrity. In this case, they chose to believe the movers over me. They ARE brokers and are working with shady companies.

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

• Initial Complaint

  Date:10/07/2024

  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.

  For this full-service moving company, I paid a binding total of $1879.50. The break-down of the charges were $560 for the deposit on June 27th, $700 on August 4th upon pickup, and ****** on August 13th upon arrival to the destination. When making the deal on the first call, I was promised that ALL of my items would be delivered to my new home at the end of the week (August 9th-10th). It was instead delivered on the 13th which is not what the agent promised. On the day of arrival, my items came compacted with items from other customers inside their moving truck. The movers "assembled" my bed with the remaining screws they managed to bring from my original home. This makes the bed unstable to use and risks breakage when lying on it. The bed set is worth around $2000 and is now structurally unsound without purchasing screws that are compatible or without sacrificing the warranty. Minor damage was also sustained on the bed set and wardrobe as well. The company also lost several of my items totaling +$200. When confronted, the company failed to locate my items upon checking their storage facility and sent me to the claims department. With all receipts and pictures of my items, the claims department returned with an offer of less than 9 dollars. If I were to sign the deal, I would sign away my right to speak of the experience the company is still responsible for. I have refused to agree to the arrangement and my case has been sent to another member of the claims department. It has been around a month since my refusal and the senior agent of the claims department has not spoken to me ****** this point in time, I seek financial compensation that is fair to me. If it were not for my observance, the company would have moved on and pretended it was a satisfactory service case. It was not and a resolution has not come forth.

  

  Business Response

  Date: 10/11/2024

  To whom it may concern,
  This client did not purchase additional insurance; they only have a valuation protection plan, which covers missing or damaged items at a rate of $0.60 per pound. We work with an external claims company, and their offers are independent of our services, based solely on the contract the customer signed, which did not include additional insurance.
  We apologize for any inconvenience this may have caused. However, since we did not pack the client’s belongings, we are unaware of the contents of the boxes or any missing small items, as they would need to be packed for transport. We have thoroughly checked our warehouse and provided the necessary claims information. Unfortunately, we cannot offer additional compensation, as the claims company determines any offers.

  Customer Answer

  Date: 10/11/2024

   
  Complaint: 22388997
  
  I am rejecting this response because: The senior level of collections still has not responded to me regarding this situation.
  Sincerely,
  
  Alexis Burgos

  

  Business Response

  Date: 10/14/2024

  We sincerely apologize for your experience with the claims department. However, please note that we do not handle claims directly. We recommend reaching out to the third-party provider for assistance. I've included their contact information below, as any settlement offers will come from them since they manage our claims processing.

  There are 4 ways to file your claim. Either method you decide to file your claim you will need to compose a letter describing the damages and/or missing items.

  1. Call: 1-800-414-5441
  2. Email: [email protected]
  3. Fax: 1-888-392-4934
  4. Online: https://www.cafcps.org/claim-process
  For more information, visit the Website www.cafcps.org or call CAF at (800) 414-5441 Fax: (888) 392-4934.

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22388997
  
  I am rejecting this response because: I am still waiting for a response from a senior analyst at the claims department as promised. It has been about a month since this company has left an actual, direct response.
  
  Sincerely,
  
  Alexis Burgos