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:04/23/2025

  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.

  When you get there, buy new things. Driving your own UHaul is the only way to avoid scams. Sadly, all of these moving companies play the cash scam game. MoveNShip says "the headboard is included with the mattress," only to find out after doing a visual walkthrough that you have 500 square feet more. Additionally, MoveNShip doesn't send you the Bill of ******* until the day of the move, so you don't know who is moving your stuff. Request one ahead of time and make sure your deposit has a 3-day cancellation period. A 26 foot box truck arrived, and I spoke with a person named **** after the walkthrough who told me it would cost another $4,500 and that the payment had to be made via Zelle or Cash App. The movers packed everything carefully. **** told me they just loaded up in ******* on Thursday. As a result, this company does not even start the next day. It takes at least three days to get started. I called the day before and told them there would be two stops. Ours and another across the complex. She got confrontational and said, "Well, I wasn't advised about anything." I apologize ****, I guess you didn't get the original contract. Your broker also scams you for more money by not telling you your stuff is loaded on a 55 foot semi truck. What does this mean? They will show up at your apartment complex and tell you that they cannot enter. It cost us an additional $1,250 and $100 for the shuttle service. Additionally, the *** wanted cash for the two local movers. I drew a line. In ***** words, "US *********** Money Orders are accepted, so I'll use those." It took two hours to finish, and the payment was accepted. We went from the original quote with two stops at $5400 to now $11,236. Take their quote and double it at the very least. Buying new will save you a lot of stress.

  Business Response

  Date: 04/29/2025

  See attached.

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23241103
  
  I am rejecting this response because:

  Regardless of a refund I do not accept this and believe that both you and MoveNShip need to be transparent. 

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

  Business Response

  Date: 04/30/2025

  We understand you're unhappy with how your move turned out, and we respect your right to share your concerns. However, we want to clarify that all services were handled properly and openly, following both industry standards and federal guidelines.
  Before anything was loaded, we completed a full video walkthrough at your pickup location. During that time, we went over the updated inventory with you which was significantly more than what was originally submitted to ************ Based on that, we gave you updated pricing and options before moving forward. Nothing was done without your knowledge or agreement.
  While we understand the final price was higher than your original quote, it was based on the increased volume, added stops, and the need for a shuttle due to access issues all of which were outside the original scope of the move.
  If you feel the broker ************* did not fully explain certain details upfront, we recommend addressing those concerns with them directly. As your carrier, we followed proper procedures and are happy to provide any paperwork or documentation you may need.

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23241103
  
  I am rejecting this response because:

  Ok. 
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:11/17/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  three weeks and at a cost three and a half times our original quote!Quote, I told **** that the move was for my father-in-law and that the pick-up would be in ******* at his house with a destination of ******* to a storage unit. I gave him details on the items that we had and asked questions about having blankets in bags not boxes. We were told that they would wrap curio cabinets, TVs and dressers. After going over the items with **** we were given a price of $2,771.60 for 552 cubic feet, this did include a discount. We agreed and paid about 44% down. Two days before the move, we had our final box count, which was about 12 boxes more, and added 8 items. Our cf went from 552 to 702, an increase of 150 cfor 27% more. Our price went up 65%! We had to pay an additional $1,089 on the down payment. On the day of the move, they do a walk through. They determined that we did have items listed but that they were of bigger size or item listing for their computer-generated cf and weight system. At this point we were also told that they would not take items in bags and now they were going to charge for their boxes and add another box to our count. This is also when we were told they even though I had listed TVs on the original quote that these TVs need to be wrapped to their standard and there was a fee for that, these we opted to put in our personal vehicle. They also added more packing charges. At this point we were told that our total cf had increased another 622 because of our larger Items. This in turn increased our price by another 50%! Lose the $2,400 we had paid thus far.they use discounts to get you into an agreement then increase the price at every turn the delivery of our household items was 17 days. 17 days to go from ******* to *******. When Max arrived with the delivery he had no helper, he had to unload all of it on his own.

  Business Response

  Date: 11/18/2024

  Thank you for your message detailing your concerns regarding the recent moving services. We value your feedback and take such matters seriously. We would like to address the issues raised to ensure full transparency and clarify the circumstances.

  As stated in the contract, outlined in the attached ****************** printed estimate, THEIR (******************) agreement was based on an initial inventory list provided by you, with the quoted price reflecting a volume of ****************************************************************************** the document, which specify: 

  Volume Adjustments: The estimate was based on the items and volume initially declared. Any additions or changes to the inventory, including increased box counts or larger-than-expected items, directly impact the final cubic footage and cost. This was communicated prior to service execution. 

  Packing Standards: THEIR (AMERICAN CHOICE VL) contract outlines that all fragile items, such as TVs and curio cabinets, must meet our packing standards to ensure safe transport. Additional packing charges, including for boxes and materials, are specified in the agreement as necessary for items that do not meet these criteria. (AMERICAN CHOICE VL) 

  Consent for Adjustments: No items were moved or services rendered without your consent. When the cubic footage was recalculated during the walk-through, the revised volume and associated costs were discussed and agreed upon before proceeding.

  Delivery Timeline: While we strive for prompt deliveries, US DOT allows 30 business days for delivery. As outlined on THEIR (AMERICAN CHOICE VL) printed estimate is only estimated arrival times.

  We acknowledge that moving can be a stressful experience, and we regret that you found certain aspects of the service frustrating. However, all pricing adjustments and additional charges were consistent with the terms of the signed agreement and communicated in advance.

  Also see Moving Mania's Printed estimate in regards to volume and inventory. Please see highlighted areas. As you can see from the highlighted information in the attached Moving Mania's printed estimate, the terms of the contract were clear and adhered to. Following a thorough walk-through on the day of the move, it was determined that the customer had additional items that were not outlined in the previous estimate of American Choice VL. (which the additional items are highlighted) This adjustment was necessary to accurately reflect the space needed for transport.

  Additionally, the packing of fragile items, such as TVs and curio cabinets, was required to meet our professional standards for safe handling and delivery. These standards were clearly outlined in the contract, and any associated costs were disclosed prior to service execution. No items were moved or services provided without your full knowledge and consent.

  Customer Answer

  Date: 12/01/2024

   
  Complaint: 22567257
  
  I am rejecting this response because:
  They are not acknowledging any responsibility. These moving companies and brokers just use each other as scapegoats. It's just a SCAM.

  I know this will not be resolved, however it least we have let others know how this company conducts business. 

  Sincerely,
  
  *******

  Business Response

  Date: 12/02/2024

   You booked a move with us, and weve been transparent and thorough throughout the process. We took the time to provide you with all the information needed to make an informed decision, and you agreed to proceed. We are fully adhering to the terms of the contract.

  If theres anything more you feel we could have done, wed like to understand. However, its essential to provide an accurate inventory list and review the contract carefully before agreeing to the terms.

  While we understand frustrations can arise, its disappointing when false claims are made against a company simply because someone feels inclined to do so. We have addressed your concerns in full and have supported our responses with the contract you signed.

  We take pride in how we conduct business and in serving over ****** satisfied customers with an outstanding track record.

  Customer Answer

  Date: 12/02/2024

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

• Initial Complaint

  Date:09/02/2024

  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.

  This moving company breached their own customer insurance/replacement contract. We had three items completely damaged - a flat screen television broken (~65lbs), a water damaged dresser (~110lbs), and a missing hamper with our entire linen set (~60lbs). This company employs a "weight based" insurance for their customers - the base package is $0.60 per lb of damaged goods. They offered us $75 for the damage, which does not cover their negligence even according to their own insurance system. We are owed at least $140 for this mess. In addition they really should not be allowed to follow such a standard for electronics, whose weight has no correlation to value. Receiving $40 for a flat screen television which costs over $450, due to their own negligence and malpractice, cannot be correct.

  Business Response

  Date: 09/04/2024

  To Whom it many Concern, 

  We understand your frustration regarding the damages and missing items from your recent move. As detailed in your attached Moving Estimate, Prime ************* provided Basic Valuation Protection, covering items at $0.60 per pound per article. As the carrier, we have fulfilled our contractual obligations, and your claim has been processed according to the terms of the Basic Valuation Protection. Both Prime Line VL Moving Estimate and Moving Mania Moving Estimates have been attached. 

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22230262
  
  I am rejecting this response because:
  

  It is transparent that neither Prime ************* or Moving Mania are in accordance to their own contracts. You have not fulfilled the required compensation of $0.60 per lb of damaged/lost article. As highlighted by my initial complaint, and by the contract/inventory, the total weight of damaged articles is around 230lbs - according to the compensation proposed, you are covering only 125lbs of the 230lbs, therefore you are in a breach of contract.

  It is extremely important to note that both entities (Prime ************* and Moving Mania) have disregarded/ignored several voicemails and attempted communications to rectify this issue. Moving Mania does not even have a working email address to communicate with their customers, which goes to show the ethics and principles of this company. 

  Regardless of how little the difference is, if we are not properly compensated according to our agreed upon contract, we will be escalating this issue to a civil case against both parties mentioned.

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

  Business Response

  Date: 09/06/2024

  I contacted Moving Claims regarding your claim, and it appears that your claim has not yet been completed. Please refer to the attached correspondence from the claims department. Until the claim process is finalized, we are unable to provide any reimbursement. As per our contractual agreement, claims are handled by a third-party service, and we are fully operating within our contractual rights in this matter.

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22230262
  
  I am rejecting this response because:
  

  Of course the claim is not finalized. The investigation was done and your company concluded that $75 would be the compensation you would be offering us for the damages. We have done everything that has been asked of us, and you have pictures, the entire claims package, contracts, and written explanation of damages. Moving claims simply gave us an option to reject and ask for a new appraisal (which is your responsibility) of the damages investigated. We simply will not be signing off/concluding this claims package if your company wants to participate in a breach of contract - so if that is your goal here, then that simply will not happen.

  We have nothing left to do, and it is entirely on you now to either abide by your contract, or to not, and prepare for civil litigation. 

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

  Customer Answer

  Date: 09/09/2024

  Good Afternoon,

  I'm not entirely sure why this claim was closed - the company in question is in breach of contract by not compensating us for the damages done by their company to the extent outlined in their contract. I would like to be contacted and receive an explanation as to why your department deemed that a company in breach of an agreed upon insurance contract with its customers should have a complaint like this closed. Please provide more information.

• Initial Complaint

  Date:07/22/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transactions-07/03/2024- pick up date to pack my belongings in a moving truck to be drive from ***** to ***************07/20/2024- delivery of my belongings took 17 days from the time the company picked up my items (07/03/24).the total amount of money I have paid $5580.33. this amount includes original down payment May 2024 for $838.16, second payment on 07/01/202 for $1148.00, third and 4th payments made on 07/03/2024, one payment via Zelle for $1179.09 and CashApp of $618.00.I have not contacted the business yet, but wanted to file a complaint regardless of the outcome.The nature of my dispute is my entertainment center is completely broken, not salvagable. My 43 ********** was broken in transport, even after the company charged me $90 for a box the ** was never packed in. My kitchen table has scratches all over the corners as well as a huge scratch on the table portion.I am contacting the company for compensation for broken items, less than stellar timeliness and for not fulfilling their contractual obligations.I am contacting Moving Mania *** today about

  Business Response

  Date: 07/22/2024

  This morning, we received notification regarding *********************************** damages associated with her recent move. In response, we have promptly communicated with ****************** via email, providing her with detailed instructions on how to file her moving claim through MovingClaims.net. Once ****************** completes her claim process with Moving Claims (All claims are based on customer's contract) we will ensure that her reimbursement payment is issued without delay.

  
  Regarding the delivery time frame, please find the attached Moving Estimate from Moving Mania, with the relevant details on delivery highlighted for your convenience. According to the ********** of ************** (DOT) regulations, we are permitted up to 30 business days to complete the delivery. Delivery was made with in just 17 days, which is well within the regulatory time frame.
  We take these matters seriously and are committed to resolving them efficiently and professionally. Should you have any further questions or require additional information, please do not hesitate to contact us.

  Customer Answer

  Date: 07/22/2024

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

• Initial Complaint

  Date:07/09/2024

  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.

  In May of 2024 I hired ****************** for a long distance move from *************** to *************. I was initially quoted $2800 for my move which was in late June. I made a deposit with a debit card. A week prior to my move I called them to update my list with some additional items because the amount of boxes was going to be more than what they initially suggested based upon the size of my apartment. I was told it would be an additional $700. When moving day came, Moving Mania came and the job was outsourced to them. They did an inventory check and said it was going to be an additional $3100 and charged me a bunch of fees for fragile items, 13 gallon totes instead of large boxes (same size) ect. I was given the option to on the spot part with things to lower the cost but didnt. They forced me to pay with ***** a down payment. Then the driver called me and wanted to deliver my belongings at 10pm which they couldnt and was incredibly rude and hung up on me. When they arrived in an 18 *******, there wasnt space for them to park and they were then forcing me to pay the balance plus an additional $1300 for having to use stairs and load it on a smaller truck in cash before they unloaded anything. They threatened to put my stuff in storage if I didnt pay first in cash. I reluctantly paid and then they came back and literally threw my boxes and totes off the truck. Boxes and totes were destroyed. They used a box marked fragile with a 55 TV to hold the gate of a truck and broke the screen. Kitchen chairs were broke. A $500 piano keyboard in a plastic tote that was bubble wrapped broke from the totes and a guitar from being destroyed and thrown around. A gold pocket watch was stolen as was some new items from **** still in packaging. Several pieces of furniture were damaged from carelessness. There isnt a spot on the website to file a claim and the company have not responded to emails. A $3500 move turned to $7500 and they destroyed or stole many valuable items.

  Business Response

  Date: 07/10/2024

  Regarding ******************** complaint on the damages incurred during his move, please be informed that you will need to process your claim through Moving Claims. The necessary information has already been sent to you.(www.movingclaims.net)

  
  In terms of the additional cost of your move, you provided the BBB with both your initial moving estimate from Prime Line VL which is your booking agency and our moving estimate (Moving Mania).

  Upon arriving at your residence on 6/29/2024 we conducted a thorough video visual with the *******, dispatcher and **************** to go over the items he was moving. After the finalization of the video. These additional items were the reason for the price increase. Original article list provided by Prime Line VL  showed 17 items, 81 pieces. After the video visual you were at 40 items, 109 pieces. Moving Mania went over the changes and also gave several options for **************** to be able to move forward. **************** went with the revision. Please note, **************** was not charged for any packing of fragile items. Everything was disclosed prior to loading and signed off on.

  
  Additionally, we are concerned about your report of the carrier mishandling your items. To address this matter properly with the carrier, could you please provide us with any video or photographic evidence you may have of this incident?

  
  Once you have completed your claim, Moving Claims will inform us, and a reimbursement will be issued to you according to your contract.

  
  

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 21966455
  
  I am rejecting this response because:

  I reject this response because almost every box was completely damaged. Several electronic items were placed in hard plastic bins opposed to boxes for greater protection and several bins were severely damaged to the point where they can't be reused and the several items in those bins were damaged. Additionally, I called in advance about the additional items and was quoted an additional $700 for doubling of boxes. It then rose to $3000. Additionally granted there is fine print which I did read regarding possible additional charges, many of the charges like changing of trucks for an additional $1002 was simply due to laziness on the delivery driver's part. There was a place for them to safely park and they were just trying to get every dollar out of me. The service elevator was out and I was charged $300 to use the stairs even though they used the residential elevators for everything except my couch. So, I was charged a stairs fee of $300 to move a single piece of furniture. Residents called the police on us because they were using the elevators and holding up resident use of them which is against policy. They also refused to unload the truck or prior to that or  switch trucks without giving cash for the balances. That is extortion which is a federal crime. I told them I would gladly pay once things were in my apartment and they told me if I wouldn't pay then and there they were going to put my stuff in storage at my expense. I also have jewelry that was in my nightstand stolen and new items in packaging from **** missing. It seems like somebody was rummaging through my belongings. I only have photo documents of the condition and way that boxes were delivered and unloaded from the loading dock to the ground floor loading area and then how they stacked things. I talked to the main guy about it but usually things were happening too quickly to get a picture. I didn't film them. Additionally, several items like stackable lawn chairs were generated wrong regarding sq footage used to overinflate the estimation. Upon hiring the original company, I was unaware this was being outsourced and I was also unaware that the balance was forced to be paid in cash and Zelle until receiving a call from Moving Mania *** who took over the account. **** isn't traceable and despite already knowing this, I had already made deposits using a debit card which I had receipts of for thousands of dollars to Prime Line Van Lines who initially was hired, so I just went through with it. I didn't have the choice until they were about to load the truck of parting with things which was really impossible at this point. Additionally 25 of the "items" that are listed on the packing sheet that you stated was over the limit are furniture blankets that your company supplied and you marked as PBO for packed by owner, which I didn't. Additionally, the handwritten invoice listed almost every single item using BK which isn't a symbol that is in your key. However upon looking at it, I assumed it meant broken, which is "BR". I can assure you that not a single item that I packed was broken and I ensured to only bring things that were in decent condition. Some furniture items had minor scratches prior to delivery which is fair,, but not broken. I will be sending an extensive list of damages using the link provided and likely filing a lawsuit for fraud and extortion.
  

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

  Business Response

  Date: 08/05/2024

  Thank you for your detailed feedback. We understand the severity of your concerns and are taking your claims seriously. All claims are handled through Moving Claims. Once the claim is finalized, we will proceed with the payment.
  

  Regarding the additional fee for the shuttle, it was clearly communicated with the dispatcher that a shuttle would be required. If the use of the residential elevator was prohibited, this should have been addressed directly with the delivery driver and helper at the time of delivery.

  In regards to the additional fees incurred at pick-up, please find attached the estimates from Prime Line Van Lines and Moving Mania Inc.
  We were contracted to pick up *************************** on June 29, 2024, with an initial estimate of 516 cubic feet, comprising 17 items and a total of 81 pieces, at a total cost of $3,386.93. Upon arrival, an onsite video inspection was conducted with the *******, dispatcher, and customer present. Following this inspection, the updated volume was determined to be 1002 cubic feet, comprising 40 items and a total of 109 pieces. Consequently, the total cost was adjusted to $6,193.58 due to the cubic feet doubling. This additional cost was communicated to the customer and customer signed revised printed estimate to move forward with the move.

  The demand for payment prior to unloading was a standard procedure to prevent non-payment situations, not an act of extortion. Which you can find in your Prime Line VL Moving Estimate attached and highlighted.

  Please finish with your claims and we will take a look at it once finished as per the contract.

   

• Initial Complaint

  Date:06/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Two movers came yesterday and picked up stuff from my house and put it in a moving truck and I had a box sitting outside that was full of antique tubes that were used for music and that are about $15,000 worth inside there both the movers told me dont put it on the truck because things get lost and stolen all the time I said OK no problem and I put it by the front of my garage when the movers left and I was cleaning everything up the whole box was gone. No one has answered my calls or anything

  Business Response

  Date: 06/11/2024

  I am writing in response to the complaint submitted by ********************* regarding the alleged theft of her items during the moving process. We have thoroughly investigated the matter and would like to provide the following information to clarify the situation. Upon receiving the complaint, our team conducted a detailed review of the packing and shipping records. We are pleased to confirm that the items in question were not stolen but were indeed packed with the customer's belongings and are currently in transit to her new location. We promptly communicated these findings to  ********************* and informed her of the status and location of her items. During our conversation, she acknowledged the information and indicated her intention to recant her complaint with the Better Business Bureau. We take allegations of this nature very seriously and are committed to maintaining the highest standards of integrity and customer service If there are any further steps required on our part, please let us know. We are dedicated to ensuring a satisfactory resolution for all parties involved.

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 21824733
  
  I am rejecting this response because: I sent you guys the pictures and I am missing all off my video game boxes and the glad boxes were broken and my tv was smashed. I am missing my laptop. I wrote on those boxes and it said what was in there.. I have the texts to you guys showing all the pics of broken things and I complained that I am missing boxes to you guys and you laughed it off my kids bed is broken as well. You dont want to pay for the loss of damage and youre trying to cover it up. I am ****** and wont let this go 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/05/2024

  We acknowledge your concerns regarding the missing and damaged items from your move, including the video game boxes, broken glad boxes, smashed TV, missing laptop, and broken children's bed. We understand the importance of these items and are taking your complaints seriously.

  We are aware that you previously filed a BBB complaint alleging theft by our team at the time of pickup, which was resolved when the item was found amongst your items prior to loading for delivery.

  Please note that we have a formal process in place for handling claims related to lost or damaged items. We encourage you to file a claim with MovingClaims.net. Once the claim is filed and processed, we will send a reimbursement payment as per contract.

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 21824733
  
  I am rejecting this response because:I have now filled out two claims with that company and they do not get back to you. The first time I did not go through all my boxes and see what was actually missing or broken but now since I have everything noted of whats missing and broken I made another claim they are saying that to make a claim it had to be within a certain time frame and I am past that time frame which is untrue. Why are you guys not able to do the payout for everything thats lost and damaged? I have already attached proof that ****** sent me an email to fill out the claim with the very same company and I did that. I keep getting bounced around over and over. You guys want this complaint to go away and I want all of my childrens gaming stuff and my laptop and everything that was broken ( tv, bed, glass ) and stolen. There is a very easy solution to this. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/15/2024

  IN REGARDS TO REJECTING OUR ANSWER, I HOPE THIS BETTER HELPS YOU.

  All claims related to lost or damaged items are handled by a separate, independent company. You have a period of nine months from the date of the incident to file your claim. It is crucial that you complete and return the claims procedure packet that was attached to the email they sent you.
  Please be aware that until the claims process is fully completed and reviewed by the claims company, we are unable to issue any reimbursement. Once the process is finalized, your reimbursement will be issued in accordance with the terms of the contract you signed. We appreciate your understanding and cooperation in following the established procedures to ensure a smooth resolution. If you are having trouble corresponding with claims, please send an email to ******************************** and we will check with claims to see what is happening with your claim.

  Customer Answer

  Date: 08/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will correspond with you guys and the claim company. In hopes to get this resolved 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/06/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired a moving company to move my belongings from ***** ******* to ****. They picked my things up April 3, 2024, and took it to *************** for almost 2 weeks then delivered on April 17,2024. I have several items damaged beyond repair, things that cannot be replaced. Over 26 items damaged. I paid $10,600.00 for this move and received damaged items. I have a list of each item and 2 pics of each item damaged.

  Business Response

  Date: 06/07/2024

  Dear **********************/BBB

  Thank you for reaching out regarding the recent move from ******* to ****. We apologize for the damages to some of your items and understand your concern.

  We have forwarded your case to the claims department, and you are currently in the process of resolving it. You recently called to check the status of your claim, and we have contacted the claims department to obtain this information.

  Please note that the claims department is managed by a different entity, and we do not have any influence over their procedures. They will inspect your contract and determine the compensation amount based on the coverage you selected. We will honor their decision.

  We will keep you updated on any new information regarding your claim. At this point, we must wait for the claims department to finalize their review.

  Thank you for your patience and understanding.

  Sincerely,

  Customer Answer

  Date: 06/10/2024

  
  Complaint: 21814561
  
  I am rejecting this response because: I have been trying to get this resolved I have followed through with the website they gave me it would not allow me to download my pictures I've called several times trying to get this resolved I keep getting brushed off. Some of the items are irreplaceable from my deceased mother and some items have been in my family for years cannot be replaced. I paid 10,600.00.for complete strangers to treat my lifes belongings like sacks of concrete with major damage that cannot be fixed. I need reimbursed for my damaged items!
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/13/2024

  In response to your recent communication regarding your claim, please note the following:

  Per  contract, you agreed to a rate of $0.60 per pound per article. All claims must be processed through the *****************.

  You have contacted our office about your claim, and **************** has already reached out to the *****************.

  The ***************** has informed both you ******************* and Moving Mania that they are awaiting your completed claims procedure packet.

  Until the claims process is completed, Moving Mania cannot take further action. Please complete your claim, and once the ***************** has processed it, Moving Mania will be notified.

  We appreciate your cooperation in finalizing the claims procedure packet. When completed Moving Mania will honor the ***************** reimbursement.

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21814561
  
  I am rejecting this response because: I need reimbursed  for my items. I have been trying to resolve this for weeks but website is NOT user friendly and i have notified them of this. Over 25 items have been damaged and EVERY rubbernaid tote is damaged! This is my life on the truck moving from ******* to **** with NO regard to my belongings. Even my bicycle is damaged beyond use and why ? I hired a service to deliver  my belongings NOT DAMAGE THEM! Some things irreplaceable from my deceased mother and things ive cherished to be DAMAGED !!!! I want reimbursed!!!!!

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

• Initial Complaint

  Date:05/04/2024

  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 were first contacted on April 09, 2024 by ***** from America Moving and Storage. We were quoted at $3181.94. We paid a deposit of $1157.15.We then were contacted by another male requesting a full inventory of what we had, the inventory was given and the male increased our price to ******* on April 18, 2024.On April 21, 2024 we found out that our moving job had been sold to Moving Mania *** and that the rest of the balance would have to be paid to them, we paid them $1784.15.On April 21 of 2024 one of the movers showed up to pick up our boxes, he did a facetime call with ****, from Moving Mania ***. were she let us know that some of our items were listed incorrectly on the manifest and would cover an additional amount of cubic feet, our final price would increase to $5900. We chose to not take any of those items and only transported what could fit in our original cubic feet that was on the contract.On May 1, we were contacted informing us that our items would be delivered between the hours of 9-12.On May 2, our items were delivered around 9 in the morning, upon arrival, it was noticed that the trailer was not fully enclosed, leaving our items to be exposed to the elements, and that our household goods were mixed with those of other costumers. A lot of our items were severely damaged. I contacted ****, and filed a claim. We were also charged an additional $300 of our quote. This was later disputed, and we have only received $200 refund from that. One of the employees harassed and threatened me because of the refund and said he was going to make me pay for what I have done. This was reported to his employer as well as **** who pushed it to her respective channels. May 3, we discovered that our items had been rummaged through and a lot of our electronic valuables had been taken from their respective bags and boxes. We contacted **** and let her know immediately. I provided Moving Mania *** with a detailed email of the missing and damaged items,

  Business Response

  Date: 05/07/2024

  We did the pick up for ***************************** and were made aware of the damages that were done during her relocation.  **************** has been sent the email with the instructions on filing a claim.  We have also escalated this claim to one of our in house reviewers as well.  They are going to be working closely with **************** during this claims process.  They are currently compiling all the information needed, with the pictures that were supplied by the customer and the paperwork that was supplied by the loaders at pick up.  This will help us to try to determine where the issues were and how we will be able to help rectify this situation. 

  We will also be looking into this $300 fee that was charged and only reimbursed $200.  Please allow us the time that is needed to ***** the situation and we will do the best we can to make the customer feel comfortable. 

   We will be working diligently to have this matter settled to the customers satisfaction within ***** days.  

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 21667348
  
  I am rejecting this response because:

  
  I am rejecting the businesss response because they made no real effort to resolve my issues. I was never reimbursed the remaining $100, and I did complete the necessary claims paperwork. The claims company failed to contact me despite my multiple attempts to reach them. When the process was finally concluded, they only offered $75 for all the damages. After I declined, they increased the offer to $125, which is still far below the amount needed to cover the repairs nor the items that were taken from my belongings.
  
  Furthermore, they provided no solution for the items that were stolen from my boxes and bags. I requested arbitration paperwork, but the company denied my request to proceed with arbitration. To make matters worse, the business owner called me and accused me of only wanting money, which is completely unfoundedmy items were stolen, and Ive been transparent and communicative throughout the entire process. They have since stopped answering my calls and emails, leaving me without any resolution.

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

  Business Response

  Date: 09/23/2024

  Concerning the settlement of claims in accordance with the terms outlined in the contract between ****** ******/***** ******* and America's Moving & Storage. Specifically, I would like to address the matter of liability and compensation as it pertains to the provision of $0.60 per pound per article, which was agreed upon in the signed contract. I affirm that the claims process has been conducted in full compliance with the terms and conditions established in the aforementioned contract. As per the contractual agreement, which clearly stipulates that Moving Mania, *** assumes liability at the rate of $0.60 per pound per article, this liability limitation is in line with industry standards for basic valuation coverage in the moving and storage industry. The $0.60 per pound per article coverage is designed to offer a basic level of protection, which was made available to ****** ******/***** Solorio at the time of signing. This coverage, while standard, is notably different from full-value replacement options, and the selection of this valuation indicates ****** ******/***** ********* understanding and acceptance of the associated limitations. As such, any claims arising from loss or damage during the move have been settled according to this pre-established framework, ensuring consistency and adherence to the contractual provisions. Moving Claims has diligently followed the provisions set forth in the contract by evaluating the weight of the damaged or lost items and applying the agreed-upon rate of $0.60 per pound to calculate the appropriate compensation. This process was conducted with transparency and in full accordance with the terms you reviewed and accepted prior to the move.

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 21667348
  
  I am writing to formally reject your response regarding the claims settlement and the $0.60 per pound per article liability limitation. While I understand that this rate was outlined in the contract, I maintain that Moving Mania **** did not fulfill the terms of the contract in several critical areas:
  
  1.Severe Damage and Theft: Several of my items were not only damaged but also stolen. This goes beyond normal wear and tear or minor damages during a move, and $0.60 per pound compensation does not appropriately address the significant value lost due to these violations of the contract.
  2.Failure to Handle My Items According to the Contract: The manner in which my belongings were handled did not meet the standards promised in your contract. The care promised in your service was not delivered, as evidenced by the extensive damage and missing items.
  3.Breach of Contract: The condition in which my items arrived and the overall service provided does not align with the agreed-upon responsibilities outlined in the contract. This is not a case of simple damage covered under standard valuation; it is a breach of the basic service level promised.
  
  Given the above, I do not accept your claims settlement as it fails to address the significant breach of contract, the mishandling of my property, and the theft that occurred during the move. I request that the matter be reviewed further to ensure I am properly compensated for the losses suffered, including the stolen items and extensive damage to my property, which goes beyond the limitations outlined in the contract.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:05/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In april 2022 i moved from ********** to Long island **. The broker was *************************** and we got moving mania. In the move we lost 3 very personal pictures . One was a portrait of me in a high school football game that my best friend had painted for me for being his best man. Also lost was a picture painted by a close friend for ours made for ** when my mother passed away in 2018. And a third was a photo of me and a bunch of close friends after the ** Rangers won the ******* Cup in **** with my mother in photo. We tried and tried and tried numerous times to speak with *************************** and moving mania. And every time we were given the lame excuse to fill out lost property forms which we did time and time again and nobody i mean nobody gave ** any help . These companies are horrible and i will never ever recommend or use their horrible service again. These people should not be in the people business. I even had an attorney attempt to get in touch and they just opted to not offer any help.

  Business Response

  Date: 05/31/2023

  Tell us why here... Dear ****** ,

  We sincerely apologize for the inconvenience and distress caused during your move with Moving Mania. We understand the sentimental value of the lost pictures and the frustration you experienced while trying to address the issue. We appreciate you bringing this matter to our attention, and we would like to address your concerns.

  Upon receiving your complaint, we investigated the matter thoroughly to locate the missing pictures. However, despite our best efforts, we were unable to retrieve them. We understand that this is a significant loss for you, and we genuinely regret that we were unable to find the items in question.

  As per the terms of our contract, we have advised you to file a claim regarding the lost pictures. We want to assure you that we take such claims seriously, and we will promptly address your claim as soon as we receive the necessary documentation and information from you. Our goal is to ensure that you receive a fair resolution to this unfortunate situation.

  We understand your dissatisfaction with the lack of assistance provided by *************************** and Moving Mania throughout the process. We apologize for any inconvenience caused by their unresponsiveness. Rest assured that we will take your feedback into consideration and make the necessary changes to improve our customer service and communication procedures.

  Once again, we sincerely apologize for any distress caused by this incident. We understand the sentimental value of personal belongings, and we deeply regret that we were unable to locate the pictures. We will continue to work diligently to address your claim and provide a satisfactory resolution.

  Thank you for bringing this matter to our attention, and we appreciate your patience throughout this process. If you have any further questions or require additional assistance, please do not hesitate to reach out to us. We value your feedback and will strive to learn from this experience to ensure that we improve our services for future customers.

  Sincerely,

  [****** ***************** Representative

  Customer Answer

  Date: 05/31/2023

   
  Complaint: 20123181
  
  I am rejecting this response because: We did take the business advice and we did file numerous claims.  We never got any response except to fill out another form and another claim and another claim.  I mentioned numerous times we did not want money for our loss and moving mania never even offered.  Just always fill out a claim form.  the property has to be somewhere and it is our belief that this company did nothing to look for our property.  no one ever got back to us that an effort was even made.  Only to fill out loss and claim form.  I don't want to hear "according to our contract".  These items were highly personal and their help was horrendous in solving this situation, which is still unsolved .  the company should be embarrassed, but I know they are not because of all the lame excuses we received and the latest pre- written response we just received.  Don't hire *************************** to broker a move and don't hire Moving Mania.  period.  If you see these names run.  *************************** is just as guilty.  When I signed on to them they acted as though they were the mover and how they were 'family owned mover ' never mentioning that hey were a broker.   Horrible experience and we are heart broken at the loss of these items.  An effort to find these items I am  sure would have resulted in finding them.
  
  
  
  ***********************

  Business Response

  Date: 06/02/2023

  After receiving your report, our team immediately initiated a thorough search for your items. We carefully checked all relevant areas and consulted with our staff members to ensure that no stone was left unturned. Unfortunately, despite our best efforts, we were unable to locate your items. We understand how important these items are to you, and we genuinely regret that we were unable to recover them. We want to assure you that we take all reports of missing items very seriously, and our priority is to resolve such matters as efficiently as possible. However, please note that due to the complexity and nature of our operations, there are occasions where items cannot be found. In such cases, we have a dedicated claims department that can assist you further. As you did initiate your claim. However, there is a process to filing a claim. Several times you were emailed a claims procedure packet to fill out (please see attached document). But no claims procedure packet was ever finalized. As to not being able to contact the company by you or your attorney. Our number and information has never changed, We have numerous emails from you that were responded to. 

  Once again, we apologize for any inconvenience caused and understand the sentimental value of these pictures. 

   

  Customer Answer

  Date: 06/03/2023

   
  Complaint: 20123181
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/02/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November 2022 I contracted with ********* Moving and Storage, a brokerage company, to facilitate a cross country move. They sold my move to moving mania, who upon arrival at my house in **** informed me that many of the services I was told by ********* moving and storage were included in the cost of my move were actually an extra fee. Now comes time to get it delivered. I knew that I would only have a delivery window of a week before I had to leave town for training for my new job once I arrived in *******. So I questioned the delivery date every step of the way from my first contact with the broker, who assured me that if my things were picked up on December 19th, they could be delivered the week of December 30th. I then spoke with their quality assurance department about a week before the move and again asked about the delivery date and informed them that I would not have access to my new apartment until January 2nd and would need delivery as close to that date as possible and was again told that I could expect delivery either on the 2nd or 3rd. When I first received a call from moving mania to schedule the pick up time, I again said that I would not be available for delivery until the 2nd, but that I would need delivery that week and asked about a delivery date. I was told that should not be a problem and once the date gets closer the delivery team will call me to set a date and time. Fast forward to today, the second. After still not hearing from anyone, I called and was told that all of my items are still in ****! And they won't be loaded for ******* until the end of this week! I told them again that I have to leave for training next week and won't be back for 4 months. I asked to speak to someone from delivery who called me and told me, as did the original moving consultant, that they had done nothing wrong and if I wasn't available for delivery on their schedule, they would put my stuff in storage and bill me for the costs.

  Business Response

  Date: 01/03/2023

  In regards to **************************** complaint. As per your contract with American's Moving And Storage (See attached AMS's Contract) that you Esigned it states clearly that any accessorial services such as packing of fragile items, (TVs, glass, pictures etc.) requires special packing. Which you where charged accordingly for. Also in their contract it states clearly that pick up, load and or delivery dates are only estimates and are not guaranteed. As well as the contract explains your 1st available delivery date is the first date of the delivery window and not a promised delivery date. That date guarantees your items are not arriving prior to being able to start accepting their belongings. 

  When the customer was first reached by ********************** to confirm pick up scheduling and go over the addresses and to find out the customer's first available delivery date, which was explained this is not a delivery date but the first date he can start accepting delivery. Also after pick up an email was sent to the customer regarding delivery date (See attached email Delivery Date Confirmation) In that email it explains that 1/2/2023 is not a delivery date just when he can start accepting delivery, which the email ask for a confirmation return to this particular email, as you can see customer responded back.

  Customer reached out on the Dec 28th, stating he could get into his new residence on 12/30/2022, I responded back to customer and informed him I would let him know once the dispatcher has his delivery schedule put together.

  Monday Jan 2, **************************** regards to delivery, informed customer we would load Thurs/Friday of this week. At that time the customer informed me he wouldn't be available for delivery, this is the first time I heard that he would be going out of town for training. I explained to customer that if he could have some one leave us in to unload that could be done. 

  We as the carrier have up to 30 business days for delivery. His 1st available delivery was 1/2/23, even changing his 1st available delivery date to 12/30/22, we are still within our contract. He is scheduled to go out for delivery on 1/5-6/2023  

  (See attached Moving Mania's Contract) 

  This BBB complaint is unwarranted, and we would like to have it removed. We are with in our contract.

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18671485
  
  I am rejecting this response because: I specifically asked the broker questions about the carrier and items such as packaging tvs and things of that nature and they assured me that it would be covered. Just like they also assured me that on pick up and delivery I would be able to pay with a credit card, which the carrier does not accept. Furthermore, I expressed concerns about the delivery date throughout every step of the process because I would be leaving for the **** academy on January 9th. I was in contact with the carrier today and told them that I could accept delivery on Saturday the 14th, as I would be able to travel back from the academy to accept delivery, and that if that was not possible I needed an exact delivery date as I will now have to fly someone into town to accept delivery on my behalf. I am not receiving delivery on the 5th/6th as stated in the business response, I was told delivery will not take place until the 9th or 10th, and have therefore had to spend upwards of $800 in airfare and a hotel to fly someone into town to accept delivery so that they can be here and not have to sleep on the floor. At no time was I ever told by anyone that they could hold my property for up to thirty days prior to delivering, and in fact I was told by the person at my house that they provide 30 days of free storage, but that would not apply to me since I would be receiving delivery early. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/09/2023

  MOVING MANIA, *** AND ********* MOVING AND STORAGE ARE 2 SEPERATE ENTITY'S  

  MOVING MANIA ***, THE CARRIER

  ********* MOVING AND STORAGE, MOVING BROKER

  Maybe your complaint should be with ********* Moving and Storage's sales person, who made these promises/guarantees to you.

  Please see their printed estate that you signed (attached) but let me put this right here too: per ********* Moving and Storage's Estimate

  "ESTIMATED PICK UP AND DELIVERY SCHEDULE: All pickup, load and/or delivery dates are only estimates and
  are not guaranteed. ********* Moving and Storage . will not be responsible for loss or damages incurred by
  unavoidable delay. ********* Moving and Storage will act on the behalf of the customer in resolving any claims or
  delay issues with the carrier. There are absolutely no guarantees made, expressed or implied regarding pack, load
  and/or delivery dates. IF PICKUP IS REFUSED BY THE CUSTOMER FOR ANY REASON, DEPOSIT IS
  FORFEITED. The date indicated as 1st available for delivery is first date of the delivery window and not the
  promised delivery date. All estimated time of arrivals are subject to change depending on many factors such as
  traffic, weather conditions, unforeseen mechanical problems or unexpected delays."

  also as far as additional fees. Please see ********* Moving And Storage's Estimate (attached) but I will include that as well here. 

  "Optional *********** Services and Additional fees (if applicable to the move): It is customary for the carrier to
  offer additional service options to the customer. Optional services include, but are not limited to, storage, packing,
  materials, unpacking, appliance servicing, shuttle, long carry, rigging hoisting and lowering, wooden crating,
  exclusive use of vehicle, guaranteed delivery, etc. If customer orders an additional service or an additional service
  is required to complete the move then the charge for the service will be added to the final bill. Optional ***********
  post contract services not included in your estimate include:
  Additional fee if more than 1 flight. Please note: First flight of stairs (up to 10 steps) is included.
  Long carry: first 75 feet are included, each additional 75 feet will be charged at a minimum rate of $75.00 per
  75 feet.
  Shuttle service: if semi-trailer cannot get reasonably close to building or house for loading/unloading, a
  shuttle truck may be required to perform relocation at a minimum charge of $300.
  Packing of fragile/delicate items (such as TVs, glass, etc.); packing and crating services not already listed
  within proposal; loading of bulky items (such as a motorcycle).
  
  Packing supplies such as boxes, bubble wrap, etc.
  Storage: any additional month will be charged at $0.50 - $1.50 per cubic foot ($130 minimum).
  For full packing service: All labor and materials to professionally pack all boxes, fragile items, and furniture
  listed. If additional items are added at time of pick up, then the total price for full service packing will be
  increased and adjusted by the guaranteed rate provided. A new agreement will be presented at time of pick
  up."

  Once again we are in our allotted time for delivery as per the ***** which is 30 business days from your 1st Available delivery date. (Attached) Moving Mania's Estimate that you signed. But I will include that here

  "PICK UP AND DELIVERY SCHEDULE: Pickup and delivery dates are not guaranteed unless the
  optional ************************** (P.G.S.) is purchased. Standard Service (S.S.) period is up to a
  maximum of thirty (30) business weekdays, not including storage time, weekends, or holidays. The
  delivery period/window begins on the first date indicated as available for delivery (not the date of
  pickup). The date indicated as 1st available for delivery is first date of the delivery period/window and
  not the promised delivery date. Moving Mania **** estimated delivery period is up to thirty (30)
  business days from date indicated as first available for delivery. If you must have your property
  delivered by a specific date, you are strongly encouraged to purchase our optional Premium Guaranteed
  Service (P.G.S.); otherwise delivery can take place anytime up to thirty (30) business weekdays
  beginning on the first date available for delivery. The per diem daily rate for delay is a maximum of
  $30.00 (thirty dollars) per day. All estimated time of arrivals are subject to change depending on many
  industries factors such as traffic, weather conditions, unforeseen mechanical problems or unexpected
  services to be rendered with orders. Note: Moving Mania **** will not discount any account due to any
  delays listed above. We will keep the customer informed verbally on the move date with a new / revised
  ETA (Estimated Time of Arrival) depending on our schedule. If a shipment is loaded for delivery and in
  route and the customer decides that they are now unable to accept the delivery based on their original
  FAD, then the customer will be charged a Re-Delivery fee of $1.00 a cube and a storage fee of .60 cents
  per cube. This amount will be added to their total due and the delivery period clock will then be reset
  based on the new FAD.

  Please remove from BBB as we are with in our contract rights

  Thanks

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18671485
  
  I am rejecting this response because: Firstly, the lack of professionalism in the response from the business should speak to their business practices. Second, I expressed the need for urgent delivery to the carrier as well. Thirdly, their deceptive business practices continue. When the delivery drivers arrived to my residence to deliver my furniture, they attempted to ******* additional money from the person I flew in to accept delivery on my behalf. They stated that they were unaware that my residence was on the second floor, which was untrue as I have documentation showing that this was clearly marked on the paperwork at the time of pick up that it was a walk up building. Furthermore, they told my representative that because it was on the second floor, there would be an additional fee, in spite of the signed contract that I had stating that the first flight of stairs, up to ******************************************************************** and confronted the drivers with this information, they suddenly said that they would just go ahead with the delivery without charging us for the steps since there were so many issues. My representative has video of them throwing our boxes around the back of the truck, and a claim has already been filed for several items that arrived damaged as well as two items that were missing at the time of delivery. Every step of the process with this company has been unprofessional and not geared toward customer satisfaction, including their unwillingness to accept any form of payment other than cash or postal money order. They obviously know that if they were to provide such poor service to customers paying with credit cards, they would lose disputes on a regular basis. Buyer Beware.
  
  Sincerely,
  
  *****************************