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:07/17/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 we agreed to have them do the job, we was quoted 1691 for the total, a month later, we wanted to update the inventory, in which we removed a sofa, loveseat, queen size bed set, dresser, mirror, and bed frame. We was told that the price would be updated once the drivers arrive for pick up. When they finally showed up, 5 hours later then expected, they did have to pack anything, because it was already packed, they charged us for that, when it was supposed to be included, and the price now went up. They claimed that we had 387 cu.ft in the truck, which was a lie. So the price went from 1691 to 2109. So we paid what was expected for pickup and was told to send pics and talk to company on Monday. Later that week we found out that they wasnt sure when the stuff would be delivered, when we agreed upon a date initially. Finally after a week a driver called me and said that he was 2 hours away from my house to deliver the stuff. Upon delivery, he advised us that its going to be an additional ****************************** the house from the truck. After speaking to the company yet again, about the fees and missing items, all they would say is well email you a form to fill out. And when we try calling them they never answers their phone. Ive emailed them several times and sent the picture showing that they lied about how much stuff we had on the truck and the paperwork that was given to us.

• Initial Complaint

  Date:06/13/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 Guardian Moving Group to move my house after my father-in-law passed away. I have been tasked with taking care of my mother-in-law because she can not take care of herself. When they in turn hired another company to pick up and yet another company to deliver my stuff (everything I own in my life) and they only had 15-20% of my stuff on the truck that showed up late. This company should have immediate protocols in place for this situations

• Initial Complaint

  Date:06/11/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 had a scheduled move with Guardian Moving Group from ******* to ****. At first, I spoke with a representative named ***** (no last name mentioned). Initially, I received a quote for 660 cubic ft. at a flat rate of $3000. This was supposed to include packing and wrapping all of my belongings, which I had already prepared from a previous moving company.However, after the conversation, I was contacted by another sales representative from Guardian Moving Group, *********************. She blatantly lied and manipulated me into signing another contract, claiming that I would receive a discount to reserve a 1200 cubic ft. truck without any additional cost for unused space.When the movers arrived, I was informed that I needed to make an additional payment of $2500 on top of the $2600 I had already paid. It was at this point that I discovered Guardian Moving Group was not actually a moving company, but a broker, which was not initially disclosed to me. I was being charged for packing and wrapping my belongings by the actual moving company, in addition to the moving cost they were trying to charge me.Realizing that this was not within my previously agreed-upon budget, I made the decision to cancel the move. I was informed that I would receive an escrow credit, but when I requested the document, they refused to send it in a way that I could retrieve it. Now they are claiming that I forfeit my deposit.I would like to have the calls pulled and provide the time stamps for every call made to demonstrate how this company has acted in an insidious and manipulative manner.

• Initial Complaint

  Date:04/28/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  The event happened for April 27, 2024. Guardian Moving Inc. displays itself as a moving company but in reality it is just a persons side hustle. He told me I would be getting three movers but in reality one person showed up on time, another person showed up late with their kid, so I guess it was more 2 1/2 people. The kid was trying to help although he was no more than five years old. I felt very uncomfortable having him lift heavy objects, but the worker insisted. After loading the truck, driver followed me to my apartment where we were unloading things. We waited on the other guy to show up, but he Did not. So me and my family unloaded the majority of the things, but we were unable to lift the heavy furniture after an hour, and the worker showed up and helped move the furniture into the apartment.After everything he came to me for the payment and charged me a late fee. For the hour it took to get here, even though he was an hour and a half late. And by that point, we basically unloaded the whole truck by ourselves. Other words, this is a very unprofessional company, and I honestly feel like I got scammed and it needs to be researched for its child labor

• Initial Complaint

  Date:02/17/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 base in ******* sent 4 people to move my things in the mist of this move they were stealing my things smoking weed the truck wouldnt start so I had to go get jumper cables and use my car to jump it but the stealing is unacceptable I spoke to this guy name **** had a hard time reaching him he did nothing I dont recommend this company what they sent me to help with this move were no more than a bunch of thiefs

• Initial Complaint

  Date:08/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  July 1st this "company" called me saying they will be present by 6am. They did not come until 10am. They did not have a truck. They stopped all moving with no explanation for 2 hours so two workers can "take a break" and two other workers left to find a UHaul. They continued to be rough with my property and break several bookcases and a TV stand. The worker ***** was rude and patronizing when confronted about the long break and lack of preparation. The flat rate of $125 for a 4 hour job turned into an 8 hour ordeal. They refunded me $100 for the broken things, which was not sufficient to cover the damage. They charged me an extra $150 for the 25 minute drive as a transportation fee. Once called after the move, the owner, ****, persistently refused to admit any faults because he believed it was a "flawless move". This statement was soon conflicted when he admitted that he was supposed to have sent a moving truck. This company had left me feeling humiliated, disrespected, and taken advantage of. I was alone as a young woman, and they clearly took advantage of my position. I hope this does not happen to anyone else.

  Business Response

  Date: 08/14/2023

    ************ You had 5 flight of stairs you had a flat rate price we did not change the price  Everyone knows that pressed wood items are not transportable item  and you signed the esignature to these rules -weve agreed to the $100 refund that ***** gave you and also out of the 100 boxes that you packed were not responsible for the items inside the box -it was not a company pack  if 3 glass items broke were sorry ,we brought extra guys to make the move faster .without any cost on the client we went to the extent to satisfy our client .

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20463264
  
  I am rejecting this response because the response did not acknowledge the error on the companies behalf, not bringing a truck. This issue caused a gap of 2 hours, which no workers but one were present in the moving process. No communication about their whereabouts were given. I was left confused and without help. This time cost me $300. This is the amount I would like in return for your failed services. Additionally, your response is accusatory and inflated. 

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

• Initial Complaint

  Date:06/01/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 have numerous emails, text messages and have had numerous conversations with this company who has kept me at bay, stating that they would do the right thing and reimburse me $400, which is very minor compared to the damaged theyve done. Theyre dishonest, rude and unprofessional. They messed up my brand new garage while moving me in my new home, damaged products, lost pieces to complete furniture and damaged the grass with their truck in my brand new home. Ive been dealing with this since October 2021, and they told me that it would take until summer 2022 to get my money. That never happened. They told me on other occasions that they mailed my check to the wrong address, which I dont believe. The eventually sent me two payments via cash app totaling $70, and acting like they were going to send the rest, but never did. I called over 300 times, most of the time they dont answer nor call back. On occasion Ill speak with ******, who acts surprised that I havent received my money, and will occasionally tell me that hes on the phone with ****, who will send my money that day. This has been going on for almost two years. Something needs to be done about this company. I received an email from ************************* today, who was rude and stated that they sent me a $200 check, which is a lie. I explore other avenues if BBB cant help me resolve this.

  Business Response

  Date: 06/28/2023

  Client was about 2 years ago we sent a refund via electronically and specifically told her and agreed to the term and conditions that were not responsible for her garage door with no motor and  force the movers to open it for her, due to the fact the garage was off track already !

  Customer Answer

  Date: 06/28/2023

   
  Complaint: 20129836
  
  I am rejecting this response because: Ive spoken with ****** and now **** who claim that there was an issue with the account and that they would be sending my refund. They sent this email to me in March, then kept ignoring me when I asked when theyd be sending it. *** spoken with ****** over 50 times and have been told that I was going to get my refund. I have emails supporting this. That I can post. The day I submitted this BBB claim, ****** called telling me that he was going to send me a cease and desist. This is after ignoring my calls for a couple of months. He called ***** name and started laughing telling me that they had a customer there whod been a customer for two years. That had absolutely nothing to do with me. Look how long it took them to respond to the claim. They keep saying that they sent me a $200 check, which is a lie. Theyll have to prove that. I have emails stating that theyd be sending my money. This is from March of this year. This is a horrible company, very unprofessional. Please let me know if you need me to post the email from ************************** 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/03/2022

  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.

  On July 26, 2022 I was contacted by **** at Guardian Moving Inc. about an estimate to move my family's belongings from *************, ** to ************, **. We discussed in particular the fact that my family had a fairly large home and we also had medical equipment (specifically a **** chair, ***** lift, and Acorn stair lift that are vital to my husband's mobility after his massive stroke). **** quoted me $1804. I offered to pay the entire amount upfront, as I was very pleased to find a mover who could provide the service we needed at a price point under 2k. (We are a single-income family, as my husband cannot work post-stroke.) I was quoted the $1804 for three men and a 26-foot truck. The move was projected to take 7 hours. We were promised a local crew from *************, and because I had work that evening (I work six days a week from 2 pm til 11 pm.) I was adamant we needed the early time slot because I only miss work for illness or doctor ************* **** promised. At a followup call, **** assured me the movers would arrive around 8 or **** latest.They arrived at lunchtime. Two men, not three. The crew came from *******, NOT local. In addition to trying to charge me over $800 extra and threatening my family/our belongings, I was coerced into paying $275 upon arrival at our house to get the items off the truck. As we began unpacking we realized we are missing the aforementioned. Sadly not a single person has reached out regarding how we will get the rest of our items--**** just argued and no one in the office will help resolve it. We have all receipts via cashapp as well as the estimate. I also have photos of damaged items as well as proof of ownership for the medical equipment they left behind. The lifts alone cost thousands. At this point I just want a refund so I can get the rest of our items. We are without many items required to live comfortable, that we already owned. These movers stole what should have been a wonderful day.

  Business Response

  Date: 08/03/2022

  AM Sorry this Client is creating information thats not true`. she did not get charge any thing extra , she had Roaches infestation in her home inhabitable loose Content everywere,  WE Provided ******************** for her ! a hoarder  she sign the agreement stating she will have all of her boxes pack, additional charges will be added their were overs 250 items loose around the home we have pictures to prove it . it was a great services with no extra charges , i really think the client try to take advantage of us because were a nice company but please all right reserve.. I dont understand the false accusation for example contacting health agency on a client reaching to threatening our corporation, she call this morning cursing and screaming at our professional veterans members! 

   

   

• Initial Complaint

  Date:05/15/2022

  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.

  The movers arrived approximately 2 hours late, did not have the agreed upon TV boxes, Quote was for 3 men..only sent 2, scratched my table, damaged my allergy cover on my bed, and damaged my washing machine. Now they refuse to return my calls **** was a slick liar. Should have paid more and used a more professional company.

  Business Response

  Date: 05/15/2022

  ************* WE did ********** CRates your tvs were wrapped with carton boxes and blankets . we provided you with 3 hours of free labor , The mattress cover that was on a Mattress are specifically used for moving and Client must provided their own..  MY movers said the washer was working Perfectly with water running and also we never had proof that the washer was squealing prior to moving . AM sorry if that was not enough, Your Movers  Left last night at 7pm on a saturday youwrote a complaint at 10 am sunday , you never called during office hours.

  Customer Answer

  Date: 05/16/2022

   
  Complaint: 17204404
  
  I am rejecting this response because: I made several calls, both to the actual movers and the owner, immediately after the movers left and I realized their mistake with the washer connection. (I have phone call logs and texts as proof).  Additionally, the ** cases that were used were actually a couple of extra boxes I had purchased for my move.  The movers cut my boxes to use as covers for my television.  Additionally, during the initial sales request, **** promised to provide shrink wrap, 2-** boxes and a mattress cover.  (I had a witness on the phone to listen to our conversations both during the initial process and again today when **** called me.  To think that a "professional" company would use deceptive practices and completely lie about the terms of our service agreement is beyond belief.  Guardian Mover's lack of integrity, void ethics and poor business practices are a true testament to the scam the public must be aware of when hiring moving companies.  **** actually called me today and stated he attends church on Sunday.  His actions, and response, show although he may attend church services, he does not live by the biblical principles contained within the Bible. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/14/2022

    Again ************, again after doing an investigation, You did not give us a lawfully grace ****** for your complaints- again tv crates means the movers will place a Carton Box on top of your tv- customers are responsible for their own mattress cover we gave you 3 hours of free labor .  during the moving season we cannot guarantee you a pick up time and you agreed to theses term and conditions- again you mention paying more you could of paid more but you did not. patronizing or threats for a 500 dollar move done perfectly our company tried to reach you and you mentioned to our lady rep that you blocked our number on Recording - you did not wait even 7 hours after the move was done on a saturday  to complaint ive never seen a client reach out to us unless their trying to scam our entity .

  This is your electronic signature were you agreed  to the above 

  Having your own Packing we cannot guarantee a pick up time only time Shift.

  so again the defamation of a cooperation is not needed for.

  Electronic Signature:
  I hereby confirm my signature on the following document:
  
  Document Emailed On: Monday, 05/09/2022 11:01:08 AM (ET)
  Document Signature Name: ***************************
  Document Signature Email: *****************
  Document Signature Date: Monday, 05/09/2022 11:37:06 AM (ET)
  Document Signature IP Address: 108.193.133.131
  Internet Browser: Chrome
  ------------------------------------

  Customer Answer

  Date: 06/16/2022

   
  Complaint: 17204404
  
  I am rejecting this response because: the response provided by Guardian are false and proves the ethics of the corporation.  I paid $650 for this move which was poorly performed by non-professionals. Additionally, I have received notification from the State of the Georgia that this is an illegal carrier and they will pursue them further.  At this juncture, I will proceed with enforcing this matter via other avenues.

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