ComplaintsforNational Moving and Storage LLC

• Initial Complaint

  08/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  02/14/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  01/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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. 

• Initial Complaint

  09/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Aug 19th I entered into a contract with this company to move my daughter from FL to NY. I paid the $400 deposit and was told about the 2 day window for pick up. I was very clear that the apartment had to be totally cleared out by Aug. 24th as she had landlord coming to do a "walk through" and had to be on the road by then to start new job in NYC. I was given a Sun/Mon pickup date. We waited Sun, Mon Tues. 3 days later, numerous call and still no truck. Nothing but a run around from this company and unanswered calls. It got so bad I had to hide my number because they recognized it and just left me on hold but calling from another number they would answer. TERRIBLE BUSINESS! Empty promises they were on their way yet no one ever showed. I had to then find another company last minute as now we are in a panic and a time crunch. I am requesting the extra $470 I had to pay a reputable company to come last minute due to National Moving and Storage's lies and bad business practice.

  Business response

  10/13/2021

  Business Response /* (1000, 5, 2021/09/03) */ I do apologize for any inconvenience you may have experienced. I see from the file this customer was set to be picked up on August 23rd 2021, The customer prior to this customer had a substantial amount of additional items which filled the entire truck. This customer was contacted and alerted of this information and rescheduled for the 24th. On the morning of the 24th National moving and storage received a call from this customer which she stated she wanted to cancel her services with us she had hired another moving company. We explained the driver he was in route to her location & would be there shortly but she still insisted on cancelling and having her refund issued. The refund was processed and returned to the customer immediately. Please close this complaint as we have refunded the customer in full and cancelled her pick up at her request. Complaint Response Date bumped because: Holiday Consumer Response /* (3000, 7, 2021/09/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Wrong! This is an outright lie! We were first scheduled for pick up on Sun Aug 22nd between 12 and 4. At 11:35 we were told they did not have a driver and were looking for a replacement and would call me back. No call back! I finally called them and was told it would now be Mon Aug 23rd between 4 and 8.OK..I could deal with that as they are allowed a 2 day window. We sat and waited all day and night..heard nothing and no one showed. Approximately 9 pm the driver called and said"it's been a long day and I will come tomorrow.I explained we need him tonight as we had to get to NY to start new job. He says ok give me a few mins I will call you back..nothing! We play phone tag until midnite at which time he says he promises to be there Tues morning at 8 am sharp! Tues nothing again! Call office leave unanswered messages. Call driver and he answers (from the shower at 9 am) says sorry he overslept. He is on his way now. Will be there within the hour. Again no show! Call the office, they say he is in Sarasota (2 plus hours from me) and I am next to be picked up. Now the office will not answer our calls. They keep putting both my phone and my daughters phone calls on endless hold but when I call from a different number suddenly they can answer even while the other 2 phones are still on hold!! Terrible business! Now we have waited for 3 days and gotten nothing but lies and promises to be there and NO ONE SHOWS!! We then had to pay extra to find a company to do a rush job and come that day as a job and housing was on the line!! Many lies, unanswered calls and no shows!! Terrible customer service once they had our money. I am requesting the extra money we had to come up with due to their breach in contract! Honesty would have worked much better if they had only said Sun we cannot honor this contract and I could have found someone else. Instead they continued to string us along and keep us waiting for 3 day!! Business Response /* (4000, 9, 2021/09/08) */ I do apologize for any inconvenience you may have faced in regards to the delay with your pick up but we were still within the contract dates and willing to pick up this customers items on the 24th of August 2021 this customer clearly made the decision to cancel her move with us on the 24th and hire another company and this customer was fully refunded on the 24th of August 2021. Consumer Response /* (4200, 11, 2021/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Even reading this business's response you can clearly see they were in breach of contract. They were allowed a 2 day window which would include Aug 22 and 23. to say they would pick up on the 24th (3 days later) is not acceptable. And they DID NOT even have someone coming on the 3rd day (the 24th) The driver lied and said he would be there at 8 am sharp. Waited til noon. No show and no call. The office began avoiding us and not answering our calls which left me no choice but to find another mover to come on an emergency basis. Which cost more. We had to have everything out of that home for the landlord to do a "walk around" and be on the road ourselves to start new job in NY. this was all explained to National Moving when they guaranteed in writing that the pick up would be sometime during the 2 day window of Aug 22 or 23rd. I even gave them half of the 24th hoping they would still show but NOTHING! They left me no other option and cost me extra money and tons of undue stress. Again I believe they should reimburse me for the extra I had to pay to get this move done by someone else due to THEM not honoring their own contract and continually lying and stringing us along for 3 day. They did not even know or care that I had to hire someone else. On the 3rd day of no shows I asked for my deposit to be refunded and they never even asked why. I think they fully knew they had lied and as of the 24th had absolutely no one to pick us up! They gave me back my $400 deposit but I am requesting they make it right and reimburse me the extra $470 I had to spend to find a last minute company to do this. Business Response /* (4000, 13, 2021/09/10) */ Again I do apologize for the inconvenience with the delay in the pick up there were circumstances that we could have not foreseen, We communicated the delays with the customer and never avoided the customer. We advised the customer the driver would be in route to her shortly and she made the decision to cancel her move and hire another company because we couldn't be to her location with-in the hour. Please close this complaint as She was fully refunded and her move was cancelled at her request. Consumer Response /* (4200, 15, 2021/09/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Lies, lies and more lies! I really wish I could access their phone records (which they say are recorded) to show their empty promises and lies. I spent 2 and a half days waiting for a driver that never showed. I really did not expect any more than this incorrect, lying response from this company. Of course they do not want to admit responsibility. I can only hope someone else will read this and NOT hire this company. Lower price is for a reason. You get what you pay for ...DO NOT HIRE THIS COMPANY!! Business Response /* (4000, 17, 2021/09/22) */ Per the Notes in the system regarding the cancelation: - XXXXXXX 08/24/2021 **11:03:44 am DESTINYB job canceled , customer called said she wanted to cancel because we can't make it before noon its been 3 days and no one has been in contact with her to keep her updated regarding move. - XXXXXXX 08/24/2021 **09:58:16 am DESTINYB customer called , let her know we reached out to driver , driver said around 12 he should be their customer is frustrated and hung up. - XXXXXXX 08/24/2021 09:40:32 am DESTINYB spoke to customer regarding pick up said she was supposed to be picked up either Sunday or Monday , let her know driver was delayed because he had a full pack , a full truck. he will be arriving today , she said driver told her 8am and still has not made it to her. let her know we will reach out to driver. Please see the times and date of these notes on the customer file. She is claiming we avoided her which is totally incorrect and a false statement. These are 3 notes the morning of the cancelation on August 24th 2021. We were in contact and communicating with this customer about the delays, Things we couldn't have foreseen. As you can see per the notes we explained at 9:58am that the driver would arrive around noon and she called back to cancel at 11:03am and requested a refund. A full refund was returned to the customer. Consumer Response /* (4200, 19, 2021/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again, as you can see from their own response they just kept making promises to show up. Both the driver and the office kept saying over the 3 days they would be there. On the 3rd day when once again I was first told 8 am sharp and then noon...how long do I keep waiting to see if this time they actually show up? A job was at stake here and after 3 days I had to find a reputable company last minute that actually showed up when they said they would. This caused extra money and much time delay and stress. I'm sure they would have never shown up that day either as the time had already come and gone when they said driver would be there. More lies Business Response /* (4000, 21, 2021/09/28) */ Thank you for taking the time out of your day to deal with this complaint. As per the proof we have provided this customer is making false claims that we avoided her. We were in full communication with this customer and although there was delays we informed her of these delays. It was fully her choice to cancel the move and have her deposit refunded. This customer was fully refunded.

*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. ↩