Complaints

This profile includes complaints for MoveSafe Relocation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  MoveSafe Relocation

  811 Lucerne Ave Lake Worth, FL 33460-3714

• 

  MoveSafe Relocation

  1331 S Federal Hwy Unit 236 Boynton Beach, FL 33435-6036

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:12/11/2024

  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.

  I previously scheduled a move from ******** to ********. I paid half of the amount due, which was $700. I then cancelled the move because I didn't trust the company. They claimed I didn't cancel in time(which I did and have proof of). They said my "deposit" could be applied to another move. I couldn't get my money back from them. Now, they are trying to say that for them to move my stuff from the same place in ********, and the exact same items, is gonna cost me an additional $1700 to move them to KS!!!! That's a good 10 hours less that they would be moving my things and charging me 3 times what they claim they would have moved it to ******** for. They are just raising the price of the move to try and get me to pay more. They aren't applying what I paid them to a different move. I want my money back. This is ridiculous

  Business Response

  Date: 12/27/2024

  Hello,

   

  Our team has been trying to reach you, we wanted to let you know you are more than welcome to proceed using the credit at the original price given. If you please can give us a call that way we are able to find a mutual resolution.

   

   

  Thank you so much. 

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22674914
  
  I am rejecting this response because: I have tried calling them multiple times and they run me around in circles.  They tried to act like they had no idea why I was calling. Then I got a message from them saying that if I had proof of cancellation within 72 hours, they would refund my entire amount, which is a complete lie. I have sent them proof multiple times. They are simply running me around and lying.  This is the worst company I have ever dealt with and hope no one is swindled by them like I was.  They literally have done nothing but take $700 from me.  Then one salesman tried to tell me he was sorry. That they'd had all kinds of issues with ***** doing shady things, and ***** is the one I am supposed to call to settle this, yet can't even get him in the phone 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 01/17/2025

  Hello,

   

  We would like to extend our sincerest apologies for your experience. We would like to offer you a settlement in the amount of $200.00 in order to remain good faith. Please feel free to reach out to our moving team that way we are able to start this procedure.

   

  Thank you for your patience. 

• Initial Complaint

  Date:12/02/2024

  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.

  I was told by ******** ****** the movers got everything as far as my belongings go I have the email to prove it not only did they not even bring a 3rd but they also gave me someones expensive paintings and another persons furniture I have been in touch with both parties who want their things I have requested this to be resolved immediately and I am constantly ignored my belongings they left behind rotated over 5 k and I need these items they are all my chores clothes for myself and kids . She refuses to help any of us effected by this also the driver decided to smoke at joint at my residence and dont help remove anything off the truck I need help getting this fixed asap before I lose all my belongings

  Business Response

  Date: 12/16/2024

  Hello,

   

   

  Taking a closer look into your account it looks like we explained how to properly file a claim for any damaged or missing items on 11/20. If you need any further assistance please feel free to reach out to our team. Your carrier insurance should be contacting you with a settlement amount in regards to the issues you've experienced.

   

  Thank you for your patience. 

  Customer Answer

  Date: 12/27/2024

   
  Complaint: 22630366
  
  I am rejecting this response because:

  I am complaining because a rep ****** told me the movers grabbed everything and yet they didnt even bring me a third of my belongings and on top of it the driver was smoking weeed in my property and my sons unloaded the truck and then he also gave me other peoples furniture I want my clothes they said they brought along w everything else and I need this fixed asap
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 01/15/2025

  Hello,

   

  We apologize about the experience you had. We are able to offer $200 of a settlement amount in order to remain good faith. Please give our customer service team a call that way we are able to get the settlement process completed for you.

   

  
  Thank you for your patience. 

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22630366
  
  I am rejecting this response because:****** their employee said the guys grabbed everything but the broken items( i have those listed in an email to ****** so she knew what was needing to go and what was needing to stay)yet they didnt even bring a third of it. to offer $200.00  for her error is an insult as my clothes shoes furniture and ALL my kids toys totals closer to $8500.NOT $200.00. They need to do what is not only humanly right but legally right is to go get everything like ****** SAID THEY DID. i have several emails between me and her with her saying more than once "YES MY GUYS GRABBED EVERYTHING EXCEPT THE BROKEN ITEMS I LISTED IN THE ****** not only did they not do that but they gave me other peoples furniture and they want their things i am not paying to ship anyones things for ******** lies and mistake. they need to do the right thing either give me the money to replace ALL my kids and mine clothes and shoes and furniture and their toys. i never ever dealt with such an unproffessional business before in my life. I am now also paying for storage where they left my things in ******** and i live in **. I do not have the means to even keep up w these storage payments as i am a single mother of 4 living in ** and it is not cheap. ****** made this mess and needs to make this right. i have all the proof showing her saying more than once "yes the guys grabbed everything" yet not even 1/3 was brought to me. the fact that they are trying to make me pay again for a full move when this was not my error is insane and honestly doesnt even sound legal. i did consult an attorney who explained since ****** said everything by law that means everything minus the items i was speciffic about which is also in the email. ******,  needs to be held accountable as well as the company themselves and go get ALL OF me and my childrens items. i do not have the funds to replace $8500.00  worth of clothes shoes toys and furniture and again this was ******** doing not mine. she should of never told me they grabbed everything when she knew they didnt and she told me more than once they grabbed everything!I If you need me to resend the emails please let me know i would be more than happy to send that over. if need be i can be reached either by phone ************ or email ***********************************
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 01/24/2025

  Hello,

   

  The $200 settlement offer was due to the inconveniences you encountered through out the move not for the damaged items. Please advise we have a claims procedure in place for the damaged or missing items. This offer was something separate. Please file a claim for any missing or damaged items if you need assistance in doing so please contact our team. 

   

   

  Thank you 

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22630366
  
  I have to be honest I am not sure how you see $200.00 fit as an inconvenience fee when I have to replace all my missing items when I am not even financially equip to do so all my missing items and the lies your employee ****** has said and the issues she has caused over her lies. How do I file a claim regarding to everything else?? I am paying for a storage unit due to the negligence of your company and your employees and that is not right. All my clothes shoes my kids clothes shoes and toys along w their beds and other belongings, and furniture. Forcing me to not only buy new items for them and myself but I am paying $150.00 a month on storage adding another expense I barely can afford. You guys need to make this right. I have sent proof of conversations showing this was mess was created by your own employee not myself. DO THE RIGHT THING AND FIX THIS ASAP! Can someone please call me ************. 
  
  Sincerely,
  
  *** ******

  Customer Answer

  Date: 01/27/2025

  I am not understanding why you are choosing to close my case. They are not trying to help me get this mess they created resolved in any sort of way I am paying for fees i cant even afford right now. 

• Initial Complaint

  Date:11/11/2024

  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.

  I was charged $1700 for a move from ******* to ****. When items were picked up drivers said they needed another $1000 to load truck, stating i had more items. I did not and i felt pressured by the three men loading truck, it was it 10 pm, dark out and no one around for miles Before truck was even loaded they started asking about being tipped. They also asked for items in garage, cases of water, toilet paper etc. movesafe claims they just take the money and cant help what the drivers do. They keep telling me they are waiting on inventory list to review my issue. They have all paperwork except inventory list. Its been almost a month and nothing.

  Business Response

  Date: 12/02/2024

  Hello,

   

  Taking a look at your account it looks like we reached out today and have offered a discount. Please feel free to give us a call if you have any questions. 

   

   

  Thank you. 

• Initial Complaint

  Date:11/09/2024

  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.

  I called Move Safe Relocation for a customer who was ********************** out of state. I was taking to a representative who mislead me in the price. I do hope the calls are recorded as I do believe I heard that they were recorded for quality. Anyways I didn't do the math as I believed that the person on the other end of the phone was honest. I was told that a down payment of $960 was required and I would have to have $375 cash on pickup and $375 cash on delivery. This was completely wrong. There was a few added that I didn't catch of $1100.00. The pickup was put on hold by my customer and when she asked me to move forward not only did the price increase because of climate change I was bombarded with the hidden costs of the previous contract. Again I do hope this call was recorded if it was then I'm sure it has disappeared by now. I'm very disappointed and the refund is a percentage of deposit which is only 20% Iwas told before. They get to keep 80% of the deposit.

  Business Response

  Date: 11/19/2024

  Hello,

   

  
  We apologize about the inconvenience. Typically there is a fee associated when reinstating your move due to availability on new dates. In this cause we are able to waive this due to the inconvenience. Please feel free to give us a call that way we are able to reinstate your order or have any questions for our team.

   

  Thank you. 

• Initial Complaint

  Date:10/29/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They took 770 dollars They gave me an original document with no mention of there cancelation policy. I was on the phone with the *** who did the quote and he said that that was the quote that I was signing and then when I went to sign, they sent me another quote, but the *** told me that nothing changed. The monetary amount didnt change and that not to worry about it and, I was able to cancel any time because I told him specifically that I was unsure about the timeframe that I was going to be able to move and that I needed time to think about it so he really pressed that I should just sign and that I can cancel it anytime the original document like I said, had no mention of the cancellation policy and then after I signed I looked back and they had inputted the cancellation policy. They have tried to come back and up charge me. When I canceled, they told me that I had to do it in writing and then when I do it in writing, they tell me that I have to call. Everybody I spoke to gave me different promises and were incredibly unprofessional. This company is a scam. They do send documentation that they tell you that they are going to follow and then they tried to get you not to read into other documents that they try to send you right after the fact while youre on the phone they make you promises that arent included that they tell you are included. just to get you to sign the quote with them.

  Customer Answer

  Date: 10/31/2024

  Original document I was told I was agreeing to

  A written - not legal - threat of if I hurt their reputation they wont give me some of my deposit back

   

  This is after multiple calls on different numbers threatening and being completely rude as described by others on multiple sites. 
  

  They promise everything originally and then the switch after you sign the document happens and they are completely unprofessional. 
  

  I move a TON and have never had any issues with prior moving companies. This one is a scam and needs to be shut down and investigated. They need to have a system to record their calls because of the threats and nasty behavior over the phone. Also, they need to be held accountable for the false promises over the phone: 

  Customer Answer

  Date: 10/31/2024

  Original document I was told I was agreeing to

  A written - not legal - threat of if I hurt their reputation they wont give me some of my deposit back

   

  This is after multiple calls on different numbers threatening and being completely rude as described by others on multiple sites. 
  

  They promise everything originally and then the switch after you sign the document happens and they are completely unprofessional. 
  

  I move a TON and have never had any issues with prior moving companies. This one is a scam and needs to be shut down and investigated. They need to have a system to record their calls because of the threats and nasty behavior over the phone. Also, they need to be held accountable for the false promises over the phone: 

  Business Response

  Date: 11/19/2024

  Hello,

   

  Taking a look into your account it looks like we reached a settlement and you accepted. The refund has already been processed.

   

  Thank you for your patience. I am glad we were able to find a mutual resolution.

   

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22489880
  
  I am rejecting this response because:

  They did not actually have a discussion about how to fix the matter. They solely did the bare minimum to say they did something. They still have not fixed their business practices. They still have terrible attitudes in the entire company. They still did not provide a full refund. They still sent an email that reads as an *** but has no legal standing as reviewed by a lawyer. Their business practices are still questionable. Not pleased with the company or their poor excuse for a resolution.
  
  Sincerely,
  
  Normandie Carsten

  Business Response

  Date: 12/02/2024

  Hello,

   

  Please advise that any settlement or offer that was made was in order to remain good faith not that there was any discrepancies on your order. Please let us know if you would like to accept this offer.

   

  Thank you. 

• Initial Complaint

  Date:10/25/2024

  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 had no services rendered and the contract that we had with MoveSafe was breach/not honored. We provided an accurate itemized list of items to be moved, and the moving company (Patriot) did not even attempt to pack the items on our list before stating it would be an additional $2,000-$3,000. In addition, they stated that they had until November 29, 2024 to deliver our goods which is not what we agreed upon with MoveSafe.. We paid a deposit of $1,522 dollars to MoveSafe and had also booked airfare totaling $800 to meet the truck in ****** ** based on the agreement we made with MoveSafe ****************** a reminder, our scheduled pickup date was 10/23/24 and our earliest available delivery date was 10/31/24. We were told by MoveSafe representatives numerous times that our delivery date would be 2-5 days after pick up and that drivers could drive 8 hours per day. We purchased roundtrip airfare based on this information. When the movers arrived at our home on 10/23/24, they could not guarantee a drop off date and said they had until November 29th to deliver. We were never told our property, while on a truck, would be sitting in storage. This breach of contract, fraud, and bait and switch tactic by MoveSafe has caused considerable extra expenses and stress for our family.

  Business Response

  Date: 11/19/2024

  Hello,

   

  Taking a look at the account it looks like there was an open dispute after us offering a settlement in regards to your cancellation in order to remain good faith. At this time you would have to contact your financial institution for more information. 

   

  Thank you 

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22473529
  
  I am rejecting this response because:
  The deceptive sales tactic by MoveSafe resulted in additional cost from airfare that was booked based on promises from ******** representatives. The low ball estimate by MoveSafe to get us to agree to a contract was $3,000 lower than what the movers wanted us to pay.
  Sincerely,
  
  ******* *****

  Business Response

  Date: 12/02/2024

  Hello,

  
  We have requested your bill of lading and will be reviewing your order. We appreciate your patience. We will be reaching out to you once that is completed with a resolution.

   

  Thank you. 

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22473529
  
  I am rejecting this response because:
  I did not receive a bill of lading.  No service was rendered because the movers wanted to charge an additional $3,000 and would not confirm an agreeable delivery date.  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 12/03/2024

  Hello,

   

  Taking a look into your account it looks like you were issued a full refund.

   

  Thank you so much we are glad we were able to find a resolution.

   

   

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22473529
  
  I am rejecting this response because:

  
  I have not received any refund.

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

• Initial Complaint

  Date:10/02/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We executed and planned our move in September of 2024. I was ***** of long distance movers but they played the veteran owned card to gain our trust. We were moving from ********* to ************, *******. We needed our stuff October 2nd or 3rd they told us in extreme circumstances there could be a day or two variable. The day of our move our contract and price after loading changed three *********** we are waiting on a call for delivery, and they are telling me 14 days. Completed unethical, and not trustworthy!

  Business Response

  Date: 10/17/2024

  Hello,

   

  
  Taking a look into your order it looks like that is the delivery time frame for the mileage that you're going. We communicated on 10/8 that your items would be delivered after hurricane ****** has passed to ensure the safety of the crew and your items. I have contacted your carrier to make sure your have delivery  has taken place or is on the way. You can also always give us a call if you need an update on your order.

   

  Thank you for your patience. 

   

• Initial Complaint

  Date:09/03/2024

  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.

  On July 31st, we engaged MoveSafe to move our daughter, ****** *********, to ******** from *******. Her items were picked up and delivered on Sunday, August 18th. The company will not send her over a final invoice. They won't pick up the phone when I call, just put me on hold because they can see my phone number. We need the final invoice so she can get reimbursed through her work. The men that moved her (she is 23), asked for a tip to ensure that all her items were delivered in good order and would be delivered sooner if she did so. She had to pay them directly. The whole transaction was very unprofessional and scary for a young woman. We continue to try and get the final bill, because they can add more to it if they want, but they will not send it over. This seems like a very shoddy business practice.

  Business Response

  Date: 09/16/2024

  Hello,

   

   

  I have put in a request with our customer service team to provide you an invoice for your move. Please feel free to reach out to our customer service team.

   

  Thank you so much. 

  Customer Answer

  Date: 09/27/2024

   
  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:09/03/2024

  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.

  My name is ******* ******, I am a ******** resident. I hired a moving company to deliver my stuff from ******* to ********. It's been two ********** stuff still has not been delivered. Can you please help me retrieve my possessions? Thank you.

  Business Response

  Date: 09/16/2024

  Hello,

   

  
  Please feel free to give our customer service team a call for any delivery updates. We are more than happy to provide you that information. I have requested an update from your carrier.

   

   

  Thank you. 

  Customer Answer

  Date: 09/27/2024

   
  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:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company subcontracted a Sala Moving and Storage for my move from **** to **************. Most of the services they offered, packing, staging, etc, were not what I received. Most of my furniture was either broken or damaged. Since I did not buy extra insurance, they said they could give us 125. 000 dollars, and they called the moving company, which offered at that point ****** dollars over the phone after trying to settle for $75. Later, the moving company provided $175 for one of our items, which was quoted as $1015.00, to be repaired. The move happened on June 29th, and the furniture was delivered on July 5th, 2024. We ended up with those movers because this company contracted them, and now no one takes responsibility for the financial burden and emotional distress they have caused. Since the company did not unpack, going through our loss was like opening a ********* box, and we were discovering more and more as days passed. This was a total nightmare that I hope no one ever has to endure,

  Business Response

  Date: 09/16/2024

  Hello,
  
  We have requested the paperwork that way we can take an additional look at your order. It looks like your order was for 1291 CF we had you estimated at 459. Your carrier charged the same rate which was $3.50. We will be contacting your carrier in regards to your claim. Please advise that all of the orders come with a standard cargo protection at .60 cents per pound up to $10,000. If your carrier offered a settlement on top of your claim that is something that is done to remain good faith.
  
  If you have any questions in regards to your order please feel free to contact us.
  
  I have attached your bill of lading as well.