Complaints

• Initial Complaint

  03/29/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I hired North Star Moving/Storage to handle my move and knew it was going to be in storage for some time. However, I never knew it would be a long term period. But was always told by the company that my items were safe and secure. After scheduling my move out of the storage facility to my one, I found out that my items were moved and toady they stated that it was exposed to all the elements. When my items arrived, 90 percent of my furniture was damaged, and also had water damage. If they had told me that my items were being stored in an unsafe facility, I would have moved it to another facility a lot sooner, I never paid a bill late and was always told my cherished furniture and belongings were safe. I was lied too the past 4 years and now I have almost $8K-12K worth of damaged Mahogany Furniture, Almost $3,000 dollars worth of damaged furniture beyond repair, due to not being covered in blankets anymore and black mold on leather. Plus, Almost $1,600 of missing items/damaged items. I signed a contact with North Star Moving and it was sold to many companies including Berger Moving/Storage and Now Heritage Moving./Storage. The last two were both run by Megan *********************** and she was the one that told me it's normal, to be notified the day before the items are arriving. I was told by Megan ********************** that the rental was increasing and was also told that they were closing their storage facility. Not sure how you can increase monthly rates and also close a facility. I chose to have my items moved and notified her via email and asked for a move date and said I would pay my final payment, at that time. I never heard back from her and was notified that day before the move, by the movers. At that point everything became worse, since my facility wasn't available, until the 20th, and ***** knew that, since I sent her an email with that information. The movers were unprofessional and damaged 3 pieces of furniture right in front of me and one of them even was aggressive.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Grievance Report: Missing Suitcase - Job no A4484832 Claimant Information:Name: ************** Contact Email: ************************ Relation to Incident: Client of Heritage Moving & Storage Company Information:Name: Heritage Moving & Storage Contact Email: ***************************** Job Reference Number: A4484832 Incident Details:Initial Contact: Thu Jul 28 2022 Last Follow-Up: Thu Oct 26 2023 Summary: ************** contracted Heritage Moving & Storage for relocation services. The initial phase of the move was satisfactory, with the financial transactions completed smoothly. However, post-move, ************ discovered the absence of an entire suitcase from his belongings. This suitcase remained unaccounted for despite repeated inquiries and assurances from the company.Timeline of Events:Jul 28, 2022: *************** agreement and financial transaction arrangements.Oct 3, 2022: ************ reported the missing suitcase and filed an insurance claim for damaged items.Oct 4, 2022 to Oct 25, 2022: Regular follow-up with customer service regarding the missing suitcase, with assurances from the company about ongoing efforts to locate it.Nov 7, 2022: Inquiry about the last known location of the suitcase, with customer service unable to provide definitive information.Nov 7, 2022 to Mar 31, 2023: Continued follow-*** without any substantial progress or updates from Heritage Moving & Storage.Apr 25, 2023: ************ inquired about a potential refund due to the prolonged unresolved status of the missing luggage.Oct 26, 2023: ************ attempted to file a new claim for the lost luggage, which the company's insurance denied.Grievance:Lack of Accountability;Poor Communication;Negligence in Handling ************************************** Requested Resolution:Compensation for Lost Items;Formal Apology: A written apology from Heritage Moving & Storage acknowledging their shortcomings in this matter.

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used this company to move from ***** to *** and they lost ****+ dollars of my stuff then offered 99 dollars to replace it. They also put someone else's baby photos book (obviously irreplaceable) in my box and made no effort to get it back to the rightful owner and told me to throw it out.

  Business response

  09/29/2023

  To whom it may concern this client is eligible to file a claim they have chosen not to settle with the claim department. As of right now the company has done what it can to try to resolve the matter. We do apologize for the inconvenience, however regarding missing items or damage items it does have a policy to go through the claims department regarding things that were left that were not able to have a sticker to locate a customer, theres nothing we can do, as we cannot locate which client it would belong to 
  
  
  
  
  
  

• Initial Complaint

  07/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company handled my move and misplaced and/or stole over half of my belongings. They were never recouped. They claimed to be honest and never raise prices but I ended up paying $1500 more than quoted. They worked with 377 Trucking who held my items hostage.

  Business response

  09/29/2023

  To whom it may concern this client has already closed the complaint and signed agreeing to a settlement. She has cashed the check and the company has done to its best of its ability settled with the client. We do apologize for any inconvenience. However, the customer chose to close the complaint by signing the attached document. Thank you.
  

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Heritage movers picked up my things on December 18, 2022 in *******, ** and promised to deliver items by January 4, 2023 in ************, **. I had researched tons of moving companies and knew that most couldnt guarantee a date but ********************* swore they would. She gave me her personal number and promised to be there every step of way. Meanwhile, I have just found out the truck broke down & my items wont be here until next week at earliest but it could be longer. They cannot give me a date or tell me where my items are. ***** number isnt actually her personal ************ just so happens to be on vacation next two weeks. I am so disgusted and disappointed. I have to undergo surgery in a week (which they knew about bc that is why it was so important to me to have my items on time) and wont have my clothes or mattress. The reason they picked up my items so early was to guarantee that my stuff made it on time. Now they cant even tell me when my items will arrive. They are impossible to communicate with and are a complete sham. I dont even care about getting my money back. I just need my items immediately as this is really affecting my health. It is really not okay to mess with peoples well being like this. If you cant deliver, then be honest. I would have let you all pick my things up in November if you needed this long to make it on time. The blatant lies and misinformation are not okay. I would like my boxes sent via fed ex or *** if the truck is broken. But if I do not have them by Jan 8, the company needs to pay for a mattress and a weeks worth of clothes for me to undergo surgery. You cannot lie to people who are dealing with life threatening situations. Though you really shouldnt deceive anyone.

  Business response

  01/05/2023

  Respectfully the client reserved a move and was ready from January 4th. We do not guarantees delivery dates. Contractually we have 21 business days from the date the client is ready. The client indicates the move consultant lead her to believe the delivery would meet her needs and although that might have been the intention while first booking and looking at the logistic scheduling: things can change due to routes, weather, mechanical concerns and so forth. That is why there are contracts in place and not critiqued to an individual clients needs. We apologize for the circumstances behind the clients need for the arrival of the goods and wish them the best of health and we see that staff is working with the mom who is the one who entered into the contract. At this time the goods are being loaded to the delivery truck. The parents have been advised and we regret that we are utilizing the *** we are permitted to use.  Below are the contractual clauses signed in advance of the pickup as well as the request from the client  about moving the goods. Nothing indicating anything other than needing goods moved.           

  Electronic Signature:
  I hereby confirm my signature on the following document:
  
  Document Emailed On: Wednesday, 12/07/2022 01:33:15 PM (ET)
  Document Signature Name: *************************
  Document Signature Email: *************
  Document Signature Date: Wednesday, 12/07/2022 01:36:54 PM (ET)
  Document Signature IP Address: *************
  Internet Browser: Safari

  DELIVERY SERVICES: All Long Distance deliveries are made on a flexible basis with an estimated arrival time up to 21 business days per customer`s first available delivery date (Ready Date). Unless noted on this Estimate Cost for Service, customers must be able and available to receive the goods starting the day after the goods were picked up. Any changes made by customers to their Ready Date may result in additional storage fees. The charge for storage handling is $0.75 per cubic foot per storage entry, the charge for storage rent is $0.60 per cubic foot per month. We do not Pro-Rate. All estimated times of arrivals are subject to change depending on many industry factors such as traffic, weather conditions, unforeseen mechanical problems or unexpected delays with prior deliveries scheduled before you. Note: We will not discount any account due to any delays listed above. Our company will keep the customer informed verbally with a new / revised *** (Estimated Time of Arrival) depending on the company schedule.     
  First Available Day for Delivery (FAD): First available date when you can receive your shipment. The first date indicated as available for delivery, is the first date of the delivery window and not the promised delivery date. DELIVERY WINDOW STARTS FROM EARLIEST DATE PROVIDED BY CUSTOMER AND THE WINDOW IS AS FOLLOWS:  
  
  General ***s from First Available Day (FAD)  
  1-800 miles within the same coast is **** business days and **** business days if not.  
  1-1500 miles is **** business days  
  1501+ miles is **** business days  

  157066043 ******* 12/29/2022 04:04:47 pm *********** over the ***. BB 76.153.217.151 Rep ******* Delete
  157014182 ******* 12/28/2022 02:02:43 pm ************************************** the *** starts the first date the shipment is ready. It`s not a guaranteed delivery date. **************** will reach out to you as I know trucks will be heading out after the weekend.
  
  Thank you 76.153.217.151 Rep ******* Delete
  156662369 ******* 12/16/2022 02:42:31 pm Confirmed 12/17/2022 ****am 76.153.217.151 Rep *******
  156542473 ******* 12/14/2022 09:45:40 am 76.153.217.151 Rep *******
  156441666 ******* 12/12/2022 10:36:36 am Confirmed 73.57.224.234 Rep *******
  156440928 ******* 12/12/2022 10:29:27 am Left message
  73.57.224.234 Rep ******* Delete
  156324214 ******* 12/08/2022 10:11:44 am Left message 73.57.224.234 Rep *******
  156292639 ******* 12/07/2022 01:24:27 pm ****** ************* Rep *******
  156284955 ******* 12/07/2022 12:01:41 pm deposit $957.00 ************* Rep *******
  156255884 ******* 12/06/2022 03:57:35 pm  Left message. Sent email. ************* Rep *******
  156155401 ******* 12/04/2022 02:04:32 pm  sent quote ************* Rep *******
  156154911 ******* 12/04/2022 01:30:31 pm  30 boxes, small desk, 2 kitchen chairs, 2 bar stools, 30 boxes. I will pack and box everything. I just need someone to move my things across the country ************* Rep *******
  

   

   

   

   

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Moving company picked up my furniture for my move from ** to CA. My delivery was two weeks late. When furniture arrived, they hired people off of cregslist to unload. These people have no experience nor do they have background on them to know if they are trustworthy to come into my home and see my personal goods. Once they arrived the driver would not unload anything until I signed that received all my things. I wouldnt sign because I wasnt sure if everything was there. They refused to unload and said they would leave with my things. I called the police and they to sign and if anything is missing then file a complaint. There was so much damage, missing items, etc. it was obvious my boxes were opened and they went through my personal belongings. I even found things in my boxes that didnt belong to me. When I contact the supervisor he told me he would help file a complaint and I can contact anytime. After that whenever I tried to reach him I get voicemail. I have left so many messages but he would not return my call. I filed a claim and still havent heard from anyone nor will anyone answer or return my calls. I have reached a dead end. I need help because this company can not continue to run their business like this. I have missing items and many damaged items and no one will take responsibility.

  Business response

  12/30/2022

  Thank you for reaching out to the *363137393238313831* regarding your move. Respectfully the client should be calling the corporate office as we have no missed calls or messages from them. The client also has an emergency text number of which has had no communication from the client since the day of delivery which we will include in the correspondence. With that stated it is never the intention of anyone here to have a client have anything less than a satisfactory move. With that stated the client received the delivery within our contracted ETA.  The client moved 7/20/22 was ready on 7/26/2022 and received their goods August 7, 2022. Please see below from our contract that the client received  on the dates and timestamps below. 
  

  With respects to the damages the client was sent information twice how to process a claim so we are not clear in the correspondence if that claim has been complete as we are a separate entity of the *************** Respectfully we are not negating our role in the move and we are always available via phone and email and we sent an email to the mutual client to provide the office numbers. With respects t the crew this is the first we have been advised of anything of whom they were as we have a network of labor and do not use *********** We will look into the alleged information as this is not how we work.  

  Customer Service <*******************> 11:17 AM

  
  to jabrhayati

  Thank you for contacting the *363137393238313831* regarding your move. Please feel free to call us or email back so we can further assist you. 
  
  Best,
  
  
  Customer Service
  ************ 

   

  from: Customer Service <*******************>
  to: ********************
  
  date: Aug 8, 2022, 11:24 AM
  subject: Claims Process Information
  mailed-by: moveservices.org

   

   

  012  07/18/2022  5:15PM
   ****  ********************  Your *32343930393637363731* Estimate *******
   011  05/25/2022  4:38PM
   ****  ********************  Your *32343930393637363731* Estimate *******
   010  05/25/2022  10:18AM
   ****  ********************  Your *32343930393637363731* Estimate *******
   009  05/25/2022  8:38AM
   ****  ********************  Your *32343930393637363731* Estimate *******

  006  05/24/2022  2:58PM
   ****  ********************  Your *32343930393637363731* Estimate *******
   005  05/24/2022  2:25PM
   ****  ********************  Your *32343930393637363731* Estimate *******
   004  05/24/2022  1:39PM
   ****  ********************  Your *32343930393637363731* Estimate *******
   003  05/24/2022  1:39PM
   ****  ********************  Your *32343930393637363731* Estimate *******
   002  05/24/2022  1:29PM
   ****  ********************  Your *32343930393637363731* Estimate 260952

  First Available Day for Delivery (FAD): First available date when you can receive your shipment. The first date indicated as available for delivery, is the first date of the delivery window and not the promised delivery date. DELIVERY WINDOW STARTS FROM EARLIEST DATE PROVIDED BY CUSTOM  
  

  
  General ETAs  
  1-800 miles within the same coast is **** business days and **** business days if not.  
  1-1500 miles is **** business days  
  1501+ miles is **** business days  

   

  08/15/2022 12:19:02 PM **************** * Enter Completion 73.57.229.136
  08/08/2022 11:32:36 AM ADMIN ************** Claim 73.57.229.136
  08/08/2022 11:32:21 AM ADMIN ************** Claim 73.57.229.136
  08/08/2022 11:31:07 AM ADMIN Admin * Claims Process Information was emailed to:********************, 73.57.229.136
  08/08/2022 11:30:38 AM ADMIN Admin * Enter Completion 73.57.229.136
  08/08/2022 11:25:53 AM ADMIN Admin * Enter Completion 73.57.229.136
  08/08/2022 11:25:28 AM ADMIN Admin * Enter Completion 73.57.229.136
  08/08/2022 11:22:29 AM ADMIN Admin * Enter Completion 73.57.229.136
  08/08/2022 11:22:15 AM ADMIN Admin * Enter Completion 73.57.229.136
  08/07/2022 06:02:32 PM ADMIN ************** Claim *************

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to make not of the several items that were broken during my move with Heritage Movers in March 2022 as well as a missing antique mirror. All of the broken items were things I paid additional money for special packing and made known these were fragile, expensive and irreplaceable items. I am heartbroken. My belongings were handled with negligence to the tune of tens of thousands of dollars in losses. Please see below for the itemized list. Photos available of all. Item 193: Two rainbow glass side tables, costing $2,000 each. One cracked and one completely shattered. Item 231: Blue glass shelf, costing $4,500. Shattered at the bottom. Item 208: TV, costing $1,100. Broken leg, screen pulled away from the back of TV, broken and blacked out screen. Item 233: Lamp, costing $740. Broken shade, bent base, missing hardware. Item 239: Lamp, costing $200. Broken base, broken socket, broken shade. Item ???: Pink rug, costing $979. Soaking wet and dirty on the edges. Item ???: Antique gold mirror, costing $800. Missing and unaccounted for. Total cost of material losses: ~ $12,319. In addition to the cost of the move which was $4,500. I have a full accounting of my experience with Heritage, beginning with the movers arriving at the end of the shift and needing to come back a second day, the wrong things being loaded into the truck, repeated delays, rude and oftentimes unreachable customer service, the several truck transfers of my items made, at times, by a single, exhausted person. They offered $750 that they never sent. Much more than that is owed.

  Business response

  12/06/2022

  Respectfully the client needed to sign the settlement from the claims department. The client didn't have insurance with her move and the company extended far more than what they were legally entitled to as a gesture of good faith. Perhaps calling the customer service line would have been helpful so we could have advised how to proceed. This was our last communication. 

  ---------- Forwarded message ---------
  

  From: Customer Service <***************************************************>
  Date: Fri, Apr 8, 2022 at 10:55 AM
  Subject: Claim Settlement
  To: Bakara ******* <**********************************************************;
  
  
  April 8, 2022
  Dear ******************:
  
  
  Per the conversation with the office today the claims company resolved the claim for $180 and the office extended an additional $530 equallying a total of $710 to resolve  your claim.  The call was ended with you declining the offer.
  
  
  Customer Service
  
  
  ************
  Your Moving Team
  
  We Like to Move It !  
  
  
  
  
  --
  Bakara *******
  HWIC @ Everyday Magic
  Author of WTF Is Tarot?
  IG: @bakaraw // @everyday__magic 
  ************
  
  
  
  
  
  
  ReplyReply **********
  
  
  
  

  Customer response

  12/07/2022

   
  Complaint: 18531330
  
  I am rejecting this response because, due to gross negligence on behalf of Heritage Movers, I will accept nothing less than the full cost of my move refunded. This is generous, as it does not even begin to cover the proven and accounted for amount of damages caused by working with this company. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired the moving company with a large deposit. Had the cancel the scheduled moving date because of tropical storm where I live. Rescheduled for last ******* ******* called and said they would be here last Saturday at 11 am. At 215pm the moving driver called and said he was 6 hours away? He would see me Sunday morning and call me on Sunday morning. The moving driver called me at 130 pm on Sunday and said he still had a three hour drive to my location. So I said no Im not moving at night. The company sales manager hung up on me yesterday and her cell phone kept going to voice mail after that. I left a message that I had been jerked around and wanted my deposit refund! Today I get a call from am associate that they are keeping my deposit! I want my money all I had was problem after problem with them! Please help me resolve this issue. Thank you. ***********************

  Business response

  10/18/2022

  We would like to thank our mutual client for contacting the BBB regarding the cancelation of services.

  Respectfully the client had a pervious scheduled move and cancelled/postponed the 50% refundable window and we rescheduled their dates $300 Per contract. On the attempt to do the move in the next scheduled window they cancelled in the second day of the window because they wanted a pickup in the morning. Respectfully moving is not a 9-5 industry, the client entitled to  the following:

  Deposit $666.50 -$300(Rescheduling) -50% refundable Cancelation policy $333.50=.25 cent credit to the client. The company is following the guidelines of the contract and incurred expenses twice on behalf of the client and is entitled to maintain the deposit. 

  Electronic Signature:
  I hereby confirm my signature on the following document:
  
  Document Emailed On: Monday, 09/26/2022 12:28:27 PM (ET)
  Document Signature Name: ***********************
  Document Signature Email: *******************
  Document Signature Date: Tuesday, 09/27/2022 11:33:10 AM (ET)
  Document Signature IP Address: 75.170.130.195
  Internet Browser: Safari

  RESCHEDULE OF SERVICE: Rescheduling or canceling your move date must be submitted in writing by the customer at least three (3) business days prior to service date, in order for the deposit to be refundable and to avoid a rescheduling fee of $300.00. All cancellations for services made by customer less than three (3) business days prior to service date (including onsite service cancelation made by customer) do to unforeseen circumstances, or any additional services added to the account such as packing services, additional items to be moved, packing materials usage, that are not included in the initial Estimate **************** that was signed and approved by customer, than the customer is fully responsible and acknowledge the deposit will and would be non-refundable.

   

   

  **************** <*******************> Mon, Oct 17, 10:55 AM (22 hours ago)
  
  to obxgirl33
  
  
  
  
  
  
  
  Thank you for your reply. 
  
  
  I will have the dispatcher review the information. Moving is not a 9-5 industry.  We were happy to do the service and by your own admission you cancelled the service. 
  
  
  ******
  On Mon, Oct 17, 2022 at 10:50 AM <*******************> wrote:
  
  I will be contacting the better business bureau today to file a complaint against your company. Your company changed the moving date for this past weekend three times and moving guy would not be here until 5 pm yesterday. You advised me he was coming Saturday at 11 am. He called and said he would not be at my house until Saturday night. He said I will call you Sunday morning. He called at 130 pm yesterday and said he still had a 3 hour drive left. That would put us moving in the dark and moving all night. I want my refund as the issue was with your company. 
  
  Sent from my iPhone
  
  On Oct 17, 2022, at 9:59 AM, **************** <*******************> wrote:
  
  
  ?Dear ****************:
  
  
  Thank you for speaking with us yesterday regarding your move. The ******* reached out to you yesterday advising of the delay of the time and you advised him not to come. In doing so you are forfeiting your deposit as we already postponed your move from the week before. 
  
  
  note_id job_no date user notes ip category del_note
  154205793 ******* 10/17/2022 09:06:27 am ***************** CALLED TO MENTION WOULD BE THERE 2-5 DUE TO DELAY CUSTOMER WASN'T HAPPY CALLED TO TELL HER WAS ON WAY LATER IN DAY AND TOLD HIM NOT TO COME 73.57.224.234 Rep ******* Delete
  154157143 ******* 10/14/2022 02:34:32 pm ************************ 10/16/2022 ****pm 73.57.224.234 Rep ******* Delete
  154155275 ******* 10/14/2022 02:13:29 pm ******* Sent text 73.57.224.234 Rep ******* Delete
  154094191 ******* 10/13/2022 01:03:18 pm ************************ Saturday 10/15/2022 73.57.224.234 Rep ******* Delete
  153798186 ******* 10/06/2022 04:49:17 pm BARBIE ****** dates in the window to *****th BB. Deposit non-refundable at this time but transferable   73.57.224.234 Rep ******* Delete
  153733777 ******* 10/05/2022 03:10:47 pm ************************ Via Text 10/08 73.57.224.234 Rep ******* Delete
  153716730 ******* 10/05/2022 12:01:00 pm ******* Sent Text for confirmation ... 73.57.224.234 Rep ******* Delete
  153716409 ******* 10/05/2022 11:57:50 am ******* Left Message Confirming the 8h of October 73.57.224.234 Rep ******* Delete
  153289658 ******* 09/26/2022 12:03:18 pm BARBIE H*******
  09/26/2022 11:49:48 AM
  ****
  change date Oct. 7th-8th 73.57.224.234 Rep ******* Delete
  153288057 ******* 09/26/2022 11:49:48 am **** change date Oct. 7th-8th ************* Rep ******* Delete
  
  Your Moving Team
  Direct Number ************
  Office Number ************
  
  
  
  
  --
  Your Moving Team
  Direct Number ************
  Office Number ************
  
  
  
  
  ReplyForward
  
  
  
  

   

• Initial Complaint

  09/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company up charged me once they got to my house to move me. Then damaged a lot of my belongings, put me through a long insurance process and once I jumped through all the hoops with the insurance company they came back to tell me that the moving company will not respond and they cannot cover any of the damages.

  Business response

  09/30/2022

  Thank you for contacting us regarding your move. We never intend to have a client have an experience that is less than  satisfactory. With that stated we will be reaching out to the claims company to assist in the resolution of the claim and we apologize that there was some kind of delay for lack of response as this is not a common reply from the clams company. We are now actively working on resolution.   

  Customer response

  10/10/2022

   
  Complaint: 18011978
  
  I am rejecting this response because: 

  the insurance company is telling me nobody from the 3rd party moving comply heritage sub contracted my account to will respond. This is unfair to me the consumer. I hired Heritage they should be involved in getting the people they hired to respond and make me whole for the damages.  
  
  Sincerely,
  
  *************************

  Business response

  10/12/2022

  Thank you for your response as the claim is with the service carriers claims adjustor and they have reached out to them claims company. They, CSI would not want to speak to us they would be reaching out to the agent of which stated they did in fact speak to the claims company regrading this matter.  We will reach out again to the agent to ensure they speak to the claims company again to rectify the matter. We will request the correspondence from the agent so we can assist further in the matter.     

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had several times damaged and broken during the transport of my goods from Georgia to *********. I have several images to support my claims. Rain was allowed into the truck. My treadmill with a bad scratch on it. I remember being specifically told by the ****** of the packing crew that my treadmill would go on the truck last since it's considered a "non-stackable" item. However, there was a whole lot of items packed on top of the treadmill. A leg was broken off on one of my tables, which is a family heirloom. Thousands of dollars of damage on my motorcycle including a broken rear brake gear, rear turn signal, both front turn signals, multiple cracks, dents, & scratches in the ***************** of the motorcycle. Honestly, my motorcycle appears to have been dropped at some point because even the muffler is dented. My entertainment center was busted ** in the back. One of my speakers on my surround sound system was missing the cover that protects the speaker. My refrigerator has several dents in it and it had absolutely none in it upon pick-up. I had a lot of scratches in my curio cabinet and bedroom set. My black file cabinet was completely dented up on the top & front. There's a picture that the glass was broken out of, frame bent, & picture itself torn, it's in the top right-hand corner of the picture of the rain getting into the truck. Some of the pictures I couldn't take, because they were moving too fast trying to get the truck unloaded before the heavy rain started back up.The way that the contents were loaded inside the delivery truck was very unprofessional and not in the manner that professional movers would load a truck. That's what lead to so many items being damaged. I feel like I paid your company $11,000+ to damage my property. Property that I'll have to potentially replace or attempt to have professionally repaired. At this time, I'm requesting a full refund for my move due to the damages and losses and inconvenience this is going to cost me.

  Business response

  08/16/2022

  Thank you for contacting the BBB regarding your move as ******** Services has not been contacted. We would gladly of helped. We regret this to be your moving experience and before any recompense you will need to process a claim  Please check you email account as we have sent you information how to process a claim for damages. Upon review of the resolution with the claims company we will be happy to review the settlement for any further compensation above your rewarded amount. 

  You will also find the number to customer service in the body of the email and you are welcome to send pictures of the damages in advance to ******** Services so when the claim is done we will be able to review the amount as stated above. Again we apologize your move was not to your satisfaction and we are not negating our role and will be happy to walk you through the process of the claim to ensure you getting the help you need.  

  In the Moving Industry there are times when things occur beyond our control. We make the best efforts to assist our clients to satisfy their needs. We appreciate the feedback and this will assist us in making any necessary changes within our company. If this is not the case and further assistance is needed, please call ************ ext #3.

  Customer response

  08/26/2022

   
  Complaint: 17721682
  
  I am rejecting this response because: the claim is not settled between Heritage Moving and Storage's claims department and myself. Therefore, my Better Business Bureau claim needs to stay open until a final resolution has been found between all parties involved.
  
  Sincerely,
  
  ***********************

  Business response

  08/29/2022

  Thank you for your reply as we can only assume you are in the process with the claims company and that was our reply that the claim needs to be processed. Please keep us posted so we can  assist with the resolution of your claim.

*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. ↩