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:12/05/2024

  Type:Product 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 October 25th, Muscular moving men was hired to pack and move my furniture from ********** to ******* (15 minute drive). I was in a 3bd apartment, and now we are in a 3bd house. We paid for "Full-Coverage" which was MANY times explained to use to mean any damages they incur, they will fully reimburse us for replacing the items. It was a disaster. They broke most of our furniture. Over $4k in damages. During the move, they increased the price from a quoted ~$2k to over $4k for the move itself. After all was said and done and the movers were tipped very well, and again assured me all was covered; I was informed I owed THEM more money, and they would not reimburse until I paid. I said no citing the huge expense already. They THEN directed me to CAF claims to submit an extremely tedious form for all of the items that were damaged. The site has little to no information on how to fill it out. ************************************ informed me it would take FORTY FIVE DAYS to process my claim. I remind you; we now have to live in our new house with no bed, no desks,missing rugs and more with no renumeration for over 45 days. They have finally replied to the claim telling me they will only be paying $230 of the requested $2k in damages. The $230 is barely what I paid FOR THE COVERAGE ITSELF. This his predatory practices, I am beside myself with what to do. They misled me OVER and OVER again to believe they would be reimbursing me as they threw furniture that literally crumpled into pieces as it was set down into the house. I demand a full refund for their services, or a full reimbursement of the damaged goods.

  Business Response

  Date: 12/12/2024

  We are deeply sorry for the inconvenience the customer has endured during the ********************** and ********************** process. CAF Moving Claims is a third-party company hired specifically for the processing of claims. We are not an insurance company, nor do we act as one. The quoted pricing for the move is provided to the customer by the carrier, and we have no control over those charges. Any concerns regarding pricing or adjustments should have been addressed with the carrier directly at the time of relocation.
  
  The additional coverage purchased by the customer is not insurance and does not function as insurance. This coverage specifically allows for compensation either at the replacement value or repair value of items that are claimed to be damaged, rather than the original purchase price. These terms are clearly outlined in the coverage policy. Additionally, it is important to note that this coverage applies only to household goods that are either missing or damaged, and does not extend to property damage, which falls under the scope of carrier liability coverage.
  
  The settlement offer provided was determined based on the documentation submitted, in accordance with the policy terms and conditions. While repair estimates are not a strict requirement for claim evaluation, they are highly recommended to validate the amounts claimed. This recommendation was communicated to the customer in our initial correspondence, titled "Z-A293 Acknowledgment Letter/ Confirmation of Documentation", which included the Claims Instructions Form attached for their review.
  
  We also acknowledge the customer's concerns about the ********************** process timeline. The 45-day period referenced is standard, but the claim was processed before the full 45-day timeline. The claim was submitted for processing on November 4, and the resolution was sent to the customer on November 27, which was within a 23-day period.
  

• Initial Complaint

  Date:07/26/2024

  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.

  After paying the highest premium for extra coverage through MUSCULAR MOVING MEN for any moving damages or theft, I was denied. Loss of items total $1054.96. I provided ALL pictures of damages. I provided ALL receipts and documentation of original invoices of items. I further gave all replacement costs of actual current inventory to repurchase what was stolen or broken (Amazon). I refused all options except a cash out of $120 which is NOT acceptable. This company is FRAUDULENT, shady practices, and obviously conducts themselves in an unethical manner on a daily basis.

  Business Response

  Date: 07/30/2024

  We apologize for any inconvenience that the customer may have endured during the process of moving and filing their claim. CAF Moving Claims acts as a third-party company, we process the claims based on what the customer signed and agreed with the ********************** company. In response to the customer complaints. It is the company's right to decide whether compensation for the items will be done based on repair cost, replacement value, or original purchase price. The customer ******************** was evaluated accordingly and the deductible that was selected for the move which is $500.00 was applied to the total amount of the claim as the customer agreed with your ********************** company. Additionally, it is important to remark that the customer did not pay for full packing services, only partial packing to prevent any damages during the process of the move.

• Initial Complaint

  Date:04/10/2024

  Type:Delivery 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 hired a moving company, Odyssey Moving Group, and got the basic insurance, which was $.60 per pound, assuming this was for accidents. I had a $2000+ round coffee table that was clearly ROLLED by the movers, causing significant damage. This was no accident. As a courtesy this company offered me a "courtesy check" for $75 dollars...but in order to get it I need a notarized document, which I am not going to waste my time getting. This companies website is set up not to be able to upload photographs from iPhones, **** cameras, due to format in order to discourage people from moving forward, like the notary discourages people from collecting their insulting $75 checks. Every aspect regarding claim submissions are meant to discourage the claimant as you will see.

  Business Response

  Date: 04/16/2024

  We deeply apologize for any inconvenience that the customer may have endured during the process of her move, however, the customer has filed a complaint with the wrong organization. We do not have this customer in our system nor do we process the claims for the moving company that the customer mentioned in their complaint (Odyssey Moving Group), please have this customer contact the correct ********************** department as we have not processed the claim for which the customer is complaining. 

• Initial Complaint

  Date:02/09/2024

  Type:Billing 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 am writing to express my profound concern about the disclosure of my nonpublic information to credit bureaus and the resulting inaccuracies on my credit report, leading to significant financial and emotional distress.As outlined in 15 USC **** Section 602, I assert my right to financial privacy, expecting the confidential treatment of my information.Moreover, 15 USC **** Section 604(a)(2) underscores that a consumer reporting agency cannot furnish account information without my written instructions, which have not been provided.I have identified discrepancies on my credit report originating from CAF, adversely impacting my financial well-being. I urgently request the rectification of these inaccuracies.Lastly, please be reminded of 15 USC 1666(b), preventing creditors from treating payments on a credit card account as late under specific circumstances.For your reference, my account details are as follows:Account Number: 3564****I request a thorough review of my account, prompt correction of credit report inaccuracies, and strict adherence to federal laws governing my information.Failure to address these concerns may lead to legal action. I anticipate your prompt response and resolution.Thank you for your immediate attention to this matter.Sincerely,***************************

  Business Response

  Date: 02/13/2024

  This complaint needs to be removed from our profile or closed as we do not create any credit reports. CAF Moving Claims is a claims department company for moving claims only, we process claims for moving companies; we do not generate or alter any credit reports. 

• Initial Complaint

  Date:01/01/2024

  Type:Billing 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 am writing to express my profound concern about the disclosure of my nonpublic information to credit bureaus and the resulting inaccuracies on my credit report, leading to significant financial and emotional distress.As outlined in 15 USC **** Section 602, I assert my right to financial privacy, expecting the confidential treatment of my information.Moreover, 15 USC **** Section 604(a)(2) underscores that a consumer reporting agency cannot furnish account information without my written instructions, which have not been provided.I have identified discrepancies on my credit report originating from CAF, adversely impacting my financial well-being. I urgently request the rectification of these inaccuracies.Lastly, please be reminded of 15 USC 1666(b), preventing creditors from treating payments on a credit card account as late under specific circumstances.For your reference, my account details are as follows:Account Number: 4655****I request a thorough review of my account, prompt correction of credit report inaccuracies, and strict adherence to federal laws governing my information.Failure to address these concerns may lead to legal action. I anticipate your prompt response and resolution.Thank you for your immediate attention to this matter.Sincerely,***************************

  Business Response

  Date: 01/02/2024

  Please be aware that this complaint needs to be removed from our profile as we do not create credit reports nor do we have this company in our system. CAF Moving Claims is a claims department company for moving claims only; we do not generate or alter any credit reports. 

• Initial Complaint

  Date:08/22/2023

  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.

  This involves a move that was completed on Jan. 4, 2023 that was stated to be fully insured by Safe Move agents (insured by CFS Moving Claims) but found to only be insured at $.60 per pound. However, there is a statement on the **** "The carrier shall be liable only for its failure to use ordinary care,". None of the damage would have occurred if ordinary care had been used. Also, there was much damage to the interior walls and flooring of our residence and also damage from the semi-tractor and 53 ft. trailer to landscaping.Correspondence from CFS regarding this damage states, "It is the responsibility of the shipper to provide adequate protection to their walls, flooring, doors and door frames, ceilings, landscaping,etc. from any possible damage that *** occur due to the lifting and maneuvering of your household belongings in order to facilitate moving them." It is unreasonable to protect walls and flooring with padding. Prudent care would not necessitate the use of such protection and I'm not certain what protection could have been done to prevent the damage to the landscaping from the tractor/trailer.Additionally, nothing was noted on the *** at the time of delivery as the carrier and crew did not fully perform the move as agreed upon. Near halfway through the unloading process the carrier stopped unloading items to requested areas and started staging everything to our garages and not unpacking as they were supposed to. I had no idea as to damage to unpacked items or if anything was missing and refused to sign the *** as that would have released the carrier from any liability.I have attempted to upload many images of damage, but I'm not sure that was successful due to the number of images.

  Business Response

  Date: 08/29/2023

  In response to the customer complaint, we apologize for any inconvenience that the customer may have been through during the processing of the move and/ or the submitting of his claim, however we would like to clarify some details, the customer ********************** that they relocated with "Safe Move agents (insured by CFS Moving Claims)", however the moving company that relocated the customer is ECO *** Lines which is the name that is written in the customer ********************** documents, and in addition to this we would like to clarify that CAF Moving Claims is not an insurance company, and neither do we process insurance claims, we are a claims department and our job is to process the claims of the customer that opted to not purchase additional insurance for their moves as it is the case for this customer. When ********************** companies are performing the relocation of a customer they provide the customer with documentation in which the customer must choose one of two liabilities for their move, customers most of the time opt to choose the 60 cents per pound minimum liability coverage for their moves since this is free of charge for all customers, and this is the liability in which the customer ******************** has been settled since no other liability was ever purchased for the move, this is for all items that are damaged, lost or destroyed. The customer ********************** that the ********************** company failed to use ordinary care, however, the moving company completed the relocation job and all of the damage could have been prevented if the customer had purchased full packing service for her move, however, because the customer decided not to protect his belongings the items resulted in damage, and as per the customer complaint regarding property damage, property damage must be written on the customer documents and the customer must prove that this damage was caused by the actual moving company, this is not only for property damage, but also for all of the items that the customer is *********************** which according to the contract that the customer has with the ********************** company all items to be considered for her claim must be individually written on the moving documents/inventory list and regardless to this an exception was done for this claim and we have decided to process it out of good faith. 

• Initial Complaint

  Date:06/18/2023

  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.

  Originally received moving services from ******* Lines, however in the process of moving several items were damaged/stolen (entertainment center, fish tank shattered, deep freeze dented, and ***** missing/stolen). Filed out the CAF CPS Claim form, got it notarized but still did not receive my refund. Thinking I need to take this information to small claims court because this is not good business practice.

  Business Response

  Date: 06/21/2023

  We would like to apologize for any inconvenience that the customer may have endured during the process of her move and/or her claim. In response to the customer complaint, ********************** is a thor party claims processing company, our job is to process claims according to the liability that the customers sign on their contracts (Bill ** Ladings). We are not an insurance company nor do we process insurance claims. Our service was needed for the processing of the case, however, we are not the moving company nor do we pay the claims for the moving company. The customer's ******************** must be filed under the moving company that is strictly on their contract and that is the responsible party for the payment of the claim. We have received the signed settlement letter from the customer and have forwarded all documentations to the moving company regarding this case. Once a claim is settled and signed the customer must get in contact directly with their moving company regarding any information of the payment of the claim. This was instructed to the customer on January 11, 2021 when the customer requested a status of her check which you will see proof of this attached to this complaint. CAF Moving Claims is strictly for the processing of claims yet compensation must be issued by the responsible party with whom the customer signed a contract and that is the company that the customer must be getting in contact with for the compensation of her claim, since as we have previously stated once a claim is settled and signed we are not allowed to take any further action for the case. Please have the customer get in contact with her ********************** company directly.

• Initial Complaint

  Date:03/07/2023

  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 September 30, 2022, my personal property was delivered by movers. Most of it was damaged or destroyed. The moving company contracts with this business to settle claims (obviously weighted on their behalf). My claim initially took 2 months to get a response and it was an offer of half of what was almost reasonable. This company took the liberty to change my numbers in the claim to save money and cheat me out of what was contractually owed. I refused to accept the discounted offer and 2 months later they came back with a refusal to cover any of the claim. That was 2 months ago, so this has dragged on for 6 months and no progress has been made. The company has a suspicious structure. There is no way to contact anyone or any officers.

  Business Response

  Date: 03/21/2023

  In response to the customers complaint in regard to the outcome and the process of your claim, CAF Moving Claims act as a third party company. All of our claims are processed according to what it is stated on the moving documents and to what was agreed and signed to on the Bill of Lading. As per the dispute, our claim analyst department has responded to all of the complaints and emails with an explanation on the procedures that were followed when processing the case. Due to the agreements that was signed with the moving company the case has been processed out of carrier good faith, and the reason for this is because the customer did not follow the procedures that were stated on the contract and exceptions or remarks were not noted at the time of delivery on the documents as it was dictated, a clause to which was agreed and signed to.
  In addition to the complaint on the time frame of the process of the claim, the customer needs to be aware that the process of the claim does not begin when they submit the new claim application, as it starts when they submit the claim form and all the documents requested from us to our claim analyst department. The reason for this is simply because until we receive all the proper documentation from the customer we do not know what items are going to be claimed, therefore, we needed the customer to send us the list of the items being claimed with proper information in order to know what they were going to be claiming and adding to the case. Furthermore, the case has already been processed and settled and we are currently waiting for the customer to send us your settlement signed and notarized in order to receive compensation from the moving company for the claim.

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19552490
  
  I am rejecting this response because:

  I followed all processes as instructed and submitted the claim with all required documentation at one time last October. They received ALL documentation yet claim in the response they did not. So that was a lie, complete denial and abdication of professional behavior. I was insured by weight, yet this "company" saw fit to change all the weights to favor their customer, the ********************** company, and reduce it all in half. The standard procedures alluded to in the contract were not available to me since the driver refused to unload anything until I signed off on everything and paid in full. He then left before things were delivered inside and inspected. The moving company is responsible for hiring (shady) independent help off ********** and not training or vetting them.
  

  Neither this company, nor the movers it represents, is acting in "good faith" here. Nothing is settled and both companies have refused to acknowledge there remains an open issue. The weight that they arbitrarily reduced and I rejected. Each reply I send takes 2 months for an response from them. What a sham!
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/05/2023

  In response to the customer complaint regarding the customer accusations about the processing of her claim, please read carefully to our previous response where it clearly shows that it has not been stated that the customer did not supplied all the documentation that was requested from us. Please see our previous response the customer did not follow the procedures that were stated on the contract and exceptions or remarks were not noted at the time of delivery on the documents as it was dictated, a clause to which was agreed and signed to. Because we did receive the customer documentations which were supplied to us by her, we are able to confirm the aforementioned statement, which apparently has been misunderstood by the customer.
  The customer was handed a contract in which there was a clause stating that all items being claimed whether they are missing or damage must be noted on the inventory logs of their inventory list,individually and the damage specifications on the items being claimed must match the indications that were noted on the inventory list, otherwise the item should not be taken under the consideration for the claim and yet all items claimed were settled out of carrier good faith since no remarks or exception were noted at the time of delivery, and therefore, her case should have been denied just because of this. This was a term of the contract to which the customer signed in agreement and as we have mentioned before which she must had followed in order for her case to be processed accordingly, which you may confirm with the proof of the document that was signed by the customer, and her inventory list which have been uploaded.

  Customer Answer

  Date: 04/07/2023

   
  Complaint: 19552490
  
  I am rejecting this response because: Regardless of the facts they are using to justify my non-compliance, they offered a settlement that was half of what it should have been. They cut my claimed weight in half and offered based on their fictitious numbers. The new refusal to settle is also invalid based on the shippers abdication of responsibility for the driver to stay and off load all items for inspection before departing. The driver, instead, refused to unload anything until I had signed all his paperwork, so he could leave at the earliest possible moment, when the goods were sitting on the sidewalk and not delivered to the residence for inspection.

  Warning to customers. Do not depend upon this company nor its client **************** to be professional or honest in any manner.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/12/2023

  In response to the customer complaint regarding the customer accusations about the processing of her claim, please read carefully to our previous response where it clearly stated that the customer did not supplied all the documentation that was requested from us. Please see our previous response the customer did not follow the procedures that were stipulated on the contract and exceptions or remarks were not noted at the time of delivery on the documents as it was dictated, a clause to which was agreed and signed for. Because we did receive the customer documentations which were supplied to us by her, we are able to confirm the aforementioned statement,which apparently has been misunderstood by the customer.
  The customer was handed a contract in which there was a clause stating that all items being claimed whether they are missing or damage must be noted on the inventory logs of their inventory list individually and the damage specifications on the items being claimed must match the indications that were noted on the inventory list, otherwise the item should not be taken under the consideration for the claim and yet all items claimed were taken into consideration out of carrier good faith since no remarks or exception were noted at the time of delivery, and therefore, her case should have been denied just because of that sole reason. This was a term of the contract to which the customer signed in agreement and as we have mentioned before which she must had followed in order for her case to be processed accordingly, which you may confirm with the proof of the document that was signed by the customer,and her inventory list.

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19552490
  
  I am rejecting this response because:

  They just keep repeating the same inappropriate and inapplicable rhetoric. Their client, the movers, ******, did not abide by the contract to have their (but independently) driver wait for the unloading and inspection of goods. Their driver would NOT unload anything until I had signed all paperwork,so he could leave at the first possible moment. He even gave me the cash to hold to give to the unpackers when they were finished so he didnt have to wait for unloading and inspection. He was a vile, unprofessional and untrained person and their client, cosmos, is responsible for his actions and lack of following proper procedure. And their clinet, comos, assured me I had 90 days to file for damaged and missing goods. THAT is in writing.
  
  Sincerely,
  
  ***************************