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:08/28/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I use this company to move from *************** ******* to ******* ********. What made me decide to use them was the phone conversation I had with someone from their team, who assured me that my belongings would arrive at my household in a timely manner. That was completely false as they picked up my belongings August 2 and I have yet to receive my belongings on August 28th. They told me to give them a first available delivery date which I made for August 13 as that was the day I plan to fly down to ******* but if I were to have been informed that my belongings wouldnt be received until two weeks or more after the date I gave them then I wouldve provided an earlier delivery date. I have been in an empty apartment for over two weeks, leading me to sleep on the floor, I also had a no cookware or even simple bathroom curtains to function properly within my apartment. Not only are they extremely late on delivery they also found a way to rack on charges for things that they found were some thing that needed to be charged for. I went down the list of items I had when I was first making my appointment for pick up and she quoted me a price of **** but once they came for pick up, they stated that I had more stuff than I was quoted for which, I couldnt dispute because it was a day of pick up and I didnt have any other options so I was charged an additional $1000 plus other fees to bring my total up to $2538. This was way out of my budget and put me into a bit of debt , once I made it to ******* and had to get settled. I do not necessarily want a full refund but I do feel I am owed for these access charges as I am even being charged an extra $300 upon their arrival because they stated their truck cannot fit in an area that my landlord specified an 18 ******* will be able to fit, but they havent even attempted and are charging me anyway.

  Business Response

  Date: 10/05/2023

  I do apologize that you had a bad experience with National Moving and Storage. I have reviewed your file and see that you had additional space needed on the day of your pick up. You had 150 additional cubic feet other than the original 301cf on your estimate, as well as $278.00 in packing materials and your fuel surcharge is 12% of your total price so those 3 things increased your price. Your move from ******* to ******** is going ***** Miles, that has a delivery time frame of anywhere from 2 up to 14 business days starting from your first available date of delivery. Your first available date of delivery on your contract is 8/13/23. All additional services are listed on the contract as well as the estimate sent out before we arrive. Again I do apologize for your bad experience but these additional charges are correct and we delivered with-in your delivery time frame as per the contract. 

• Initial Complaint

  Date:04/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I continue to receive calls and text messages from this company to my cell ************ (at least ***** over the past month). I have told them on at least 5 occasions verbally (they advised they would remove my number but they have not) and at least 4 occasions responding to text messages that I am not the person they are attempting to contact. It is pure harassment at this point. I believe they are in violation of both federal and state law and should be prosecuted.

  Business Response

  Date: 04/21/2023

  I am very sorry that you have received so many calls. Your phone number has been deleted from our call list. You will no longer receive any more calls or any messages from National Moving and Storage moving forward. Again I apologize for the unwanted calls. Have a great weekend. 

  Customer Answer

  Date: 04/21/2023

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

• Initial Complaint

  Date:02/14/2023

  Type:Order 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.

  Company is calling and texting me incessantly, from multiple numbers. Occurring daily for over two weeks. I am not a client of theirs.

  Business Response

  Date: 02/15/2023

  I do apologize for any disturbances we may have caused. We received your number in an online lead to get a moving quote, they provided us with the wrong number which happens to be yours. For future reference if you get any unwanted calls not from our end but in general just let them know you would like to be removed from the calling list, I have removed your number from our call list.  

  Customer Answer

  Date: 02/16/2023

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

• Initial Complaint

  Date:01/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 7, 2022 we had furniture moved from ** to **. Many items were damaged by the movers. I submitted a claim to their insurance company which they received on (7/11). I called to confirm receipt and they told me they received the claim and had 90 days to review and respond to me. When I did not hear from them, I called again on 11/9. They told me the file was sent to a supervisor to review and stated they are still within the 90 days to respond. I called on 12/28 when I still hadnt heard from them. They told me the file was sent to records and they would have to retrieve it, reopen it, and have a supervisor call me within 15 days, I never received a call. I call weekly now and am told the file is with a supervisor and they rely my message every time I call. I have spoken each time to ******* at ************ option 4. I called the company directly to file a complaint about the insurance company and they transfer me to this number because I have a claim filed.

  Business Response

  Date: 02/07/2023

  Please ask Consumer to submit a copy of their 7/11/22 submittal with all attachments so that we may respond accordingly. They may send it to ************************************ by 2/21/23, so that we may respond to them regarding this matter.

   

  Thank you, ********************, Director CPC

  Customer Answer

  Date: 02/08/2023

   
  Complaint: 18953992
  
  I am rejecting this response because:  I have already provided this department and company with this information and they have confirmed receipt of it, but in the hope that they will clear this matter up I just emailed it to claims@theclaimsprocessing center.com.  I believe they are giving me more run around and would like to report this to someone would can do something about it.  Do you have information for who else I can contact?
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/24/2023

  I apologize for your frustration with our customer care department. I will Reach out to the supervisor and have them follow up with you directly to resolve this matter right away. again, I'm sorry for any inconvenience. 

  Customer Answer

  Date: 02/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The matter has now been resolved.   Thank you for helping me!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/02/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Dec 29th ****** relcation nation to *********** from ******* to *****. Advise needed a 1 bedroom apt size inventory. A guy named *** and *** contacted me and gave me a prince to move all my things at $1446. When the mover got her he said I was over *************** foot. I had to pay for overage. I tried to contact them and they never advised me I had to leave some of my things. I ended up paying $610. Not the amount that was given which was $1446 new amount is $1776. When I spoke to *** he state the square foot was incorrect and transferred me. They gave me the run and was very ruine.. this company has contiue to rip and lie to consumers about moving fees to befits there business

  Business Response

  Date: 01/03/2023

  I have checked our files; we have no such customer by this name or number or on this date of pick up in our system. Please provide us with more information so we can furthermore assist you.   

• Initial Complaint

  Date:08/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So on April 7th the movers came and they had a list of all my items. The lady ********* that gave me the quote she gave me a great price how ever she was from ******** movers and once the ******* got to our house they had charges which was over a ***** plus dollars more. On top of that when we closed on our new on house in ******* on the 11th which was a Monday they didn't show up til Friday. Then found out my foot board on our bedframe was busted and we didn't know where the support beams were found them about 2 weeks or so later in an unmarked box. They also broke a piece off my grandma's dresser. When I made the claim they only gave me 120 bucks for a 500 dollar foot board because it was also a storage drawer. I ended up paying over **** dollars for the move. We also had a *** rat full of stuff which they would have put in the truck but there was no way it would have fit the size truck they had. We also had to leave stuff behind because of them. It was the first time ever using a moving company and I will never do so again. The person who gave me the first estimate was over the phone and I was never able to speak with her again still to this day have not gotten an email back from her. Please do not hire this company they give moving companies there bad reputations. I would have paid the same with a big name known company then I did with these guys

  Business Response

  Date: 08/31/2022

  I understand your frustration, I have reviewed your file and this customer had 400 more cubic feet than what was originally on the estimate. We give estimates based on the items the customers provide with their inventory list. This customer also had $244.00 worth of packing materials used on the day of pick up. Per the contract we provide the customer with 60 cents per pound per article at no charge this is included in the estimate. I see that the customer and the claims department did come to an agreement and have sent a refund check to this customer in the amount of $120.00 from our customer care department.

• Initial Complaint

  Date:06/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called National Moving (NMS) to get a quote for them to move and store my furniture. First they did not come to the my home to do an estimate and had me describe all the furniture I had room by room. The person I spoke to was Lebron and he stated that I would get 30 days of storage and I let him know I do not close on my house until 29 June 2022. Which is a day over the 30 days. He stated that would be no issue as it was only a day. Lebron quoted me an estimate of $2300 to which I agreed to and made a $400 deposit. I was schedule to have my goods picked up on the 27, the moving truck broke down and did not come until the next day. Once they came they showed me the amount of space they had allocated and began to fill up the truck. After all was said and done the cost was 2x the amount I was quoted. Which made me very upset, but I had to be out of my rental so my choice in declining and going with someone else was not an option so I had to spend money that I had not budgeted. A few days before 29 June, I called NMS to schedule delivery and I was told I was sent an email, which did not come into my email, but spam, so I had no idea I was sent an email. They stated I was being charged for 30 days of storage because they will only store my items until the 28th. All the paperwork they have states my delivery of the 29th and I was told that it didn't mean anything. I had to respond to the email and that is all that mattered. I expressed my anger that I was being charged for a whole month's storage for 1 extra day and they stated, that's the way it is and if I don't pay then I would not get my items. I requested to speak to a manager and was told someone would call me but never received a call. I call back again and stated my concern and again, no help at all. This is abuse and they are taking advantage of customers at their most vulnerable state, as they have a your possessions. As you can see, the contract has white out for all the adjustments made.

  Business Response

  Date: 06/30/2022

  This is false, this customer spoke to a manager on June 28th at 5pm and she was told that we will NOT charge her for any additional storage due to the customer saying she did not receive the email in time, stating that we need her fist available delivery date and if that date is past June 28th she would have to pay for storage.After speaking with the accounting department this customer did indeed receive the email and clicked on the link provided in that email and submitted payment for the storage then called the office and lead them to believe that she had not got the email. This customer was picked up on May 28th and received 30 days of free storage.