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:03/14/2025

  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 binding contract to move hot tub from ******** to ********* was created on 12/2024. Moving Apt scheduled 2 failed pickups - movers show up at the residence but unable to complete the move due to unequipped to complete task. Prior to the move, pictures and videos were sent to Moving Apt. Another schedule with no show, no call. The company is not responsive and NEVER initiate a call after the first failed attempts. We have been calling to rectify the problem and still no solutions. Each of the failed attempts involved me (as a consumer) driving 8 hours, 500 miles from ********* to ******** and wait for pick up. Then back to ********* empty handed. This total cost of gas (3000 miles so far) and 24 driving hours. Not to mentioned the deposit was held since December. Need solutions to the move and/or reimbursement of poor logistics, ignorant to consumer times.

  Business Response

  Date: 03/14/2025

  Moving APT has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.
  
  Moving APT is very sorry to hear that the customer has not been satisfied with their services. First, please note that the customer received an estimate and Booking Agreement, not a contract. Secondly, the only reason that the customer's first pickup was unable to be serviced was due to snow, not due to any fault of the customer's carrier. The customer's Booking Agreement, as well as the Department of Transportation's Rules & Regulations, both explain that services are weather-permitting. Thirdly, we do show that the customer's pickup is now scheduled for this upcoming Monday - Tuesday, and both our ************************ and ******************* have been in contact with the customer, including today, in order to keep them updated. Our ************* and *******************s will continue to follow up with the customer until having confirmed that the customer's move has been serviced. Please feel free to contact our *************************** at ************ or ***************************************** with any other questions.
  
  Thank you,
  
  Moving APT

• Initial Complaint

  Date:03/04/2025

  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.

  Contracted thru Moving APT for a move from ******** ** to ********** SC, pickup Feb 1, delivery Feb 4. I found out after the fact that the company was a broker, not movers. They gave the job to Eazy Movers out of *****, who were absolutely terrible! They showed up 6 hrs late on 2/1, wouldn't take my 1/2 payment of the balance due, complained continually about my items, and refused to load some stuff on the truck, even after I had paid extra for more space on the truck. Even a simple coat rack didn't get on the truck. To top it off, they didn't speak much English, so there was a huge communication problem. They told me, and reassured me, they would be in SC on 2/4 for delivery. When the day came, I got a call late that day that they would arrive on Sat Feb 8. Sat came and again a no-show. They came on Sun Feb 9, and refused to unload my furniture, saying I had to pay with cash or money order, after I was specifically told I could use a credit card, if I paid the ** fee. Of course on a Sun I had no way to get any cash, so they left, and returned, after charging me a re-delivery fee of $650, on Wed, Feb 12. The workers that time did speak English, but again did nothing but complain, mostly because it rained all day, and they took 6 hours to get my furniture in, after I'd spent over a week in an empty apartment, no bed, no furniture, nothing. The people at both Eazy Movers and Moving APT were unresponsive, in spite of repeated calls & texts. In fact, ****** from Moving APT basically washed his hands of me once I had paid and never returned my calls, and what was supposed to be a $2400 move ended up costing me about $3700, plus all the attending aggravation & worry. At the very least, I would expect a refund of the re-delivery fee of $650, as that was caused by the moving company not taking my credit card on pickup, and their failure to deliver my stuff on both 2/4 and again on 2/8, then showing up on Super Bowl Sunday. I have copies of receipts if needed.

  Business Response

  Date: 03/11/2025

  Moving APT has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.
  
  Moving APT was the customer`s booking agent. The customer`s ********************** company was Eazy Moving, whom the customer`s ********************** contract was with. We do not sell contracts. The customer's contract was signed directly with Eazy Moving. That said, we are always here to assist customers and mediate whenever needed.

  We have attached a copy of the customer's last signed estimate and Booking Agreement prior to their move, which shows what the customer's Estimated Delivery Schedule was on the third page. Based on the customer's distance of 659 miles shown on the second page, the customer's Estimated Delivery Schedule was 2-14 Business Days beginning from the customer's First Available Delivery Date. The customer's First Available Delivery Date was 2/4/25, as also shown on the second page. Therefore, Eazy Moving had until 2/25/25, which would have been the 14th Business Day, to complete this delivery per the customer's agreement. The customer's delivery was not in any way late or delayed. The attachment also shows at the top of the fourth page that a credit card was not an acceptable payment method at delivery, only cash or postal money order. Nonetheless, we have forwarded the customer's request to their carrier for them. If there is anything else that we are able to assist the customer with, they may reach our *************************** at ************** or at ****************************************** Please do not hesitate to likewise contact us at the same phone number or email address with any further questions.
  
  Thank you,
  
  Moving APT

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23017786
  
  I am rejecting this response because: I was told specifically by the *** I dealt with over the phone that my belongings would be at my new home in a timely fashion, not any of this 14 day stuff. It wasn't until after I had signed the contract and had paid a deposit that I was informed of this 14 day nonsense. If I had been aware of that, would I have moved into an empty apartment for over a week, without making other arrangements. Moving APT used deceptive practices, and contracted with a dis***utable company (Eazy Moving) to complete this work. I did contact the customer service **** after the move was finally completed, and they have never returned any of my calls. This is simply a poorly managed company, and my advice is to get a more professional moving service.
  
  Sincerely,
  
  *** *****

  Business Response

  Date: 03/13/2025

  We are very sorry to hear that the customer remains unsatisfied. Please note that the time frame stated on the customer's ********************** contract with Eazy Moving is 30 Business Days beginning from the customer's First Available Delivery Date. This is the legally allotted time frame that all carriers are provided for all interstate moves, regardless of the distance. Our time frame of 2-14 Business Days IS in a timely fashion, as this is less than half of the time that the customer's carrier was legally allotted. Furthermore, the customer has mentioned that it was not until they signed their contract and paid a deposit that they were informed of this; however, the customer did not sign their contract the day that they were provided this information and paid their deposit. The customer was provided this same information we included in our previous response and paid their deposit on 12/23/24, and it was not until 1/29/25 that the customer signed their ********************** contract. Lastly, our sincerest apologies, however our *************************** has never received a message or e-mail from this customer. Again, the customer may contact our *************************** directly at ************** or at ***************************************** for any further assistance, and we are happy to assist however we can. Thank you.

• Initial Complaint

  Date:02/25/2025

  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 was told that Moving APT was a moving company and they are a broker. They hired Family Moving LLC to move our furniture from ** to **. I was told at the time of pick-up that delivery of our furniture could take up to 30 days. I made several phone calls to Moving APT., for a delivery date and received no response. I am asking a refund, $2944.41 and $1630.65 as all of my merchandise was not received within ************************************************************************************** and is in storage at Family Moving LLC. Also, due to no response from Moving APT, I had to pay Family Moving the balance of what was owed to them in order to have my furniture delivered to **. I also had to pay for a shuttle van service because I live in a gated community and the Van was took big to fit into the community.

  Business Response

  Date: 02/28/2025

  Moving APT has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and appreciated.
  
  Moving APT was the customer`s booking agent. The customer`s ********************** company was Family Moving, whom the customer`s ********************** contract was with. Nonetheless, we are always here to assist customers and mediate between them and their carrier whenever necessary.

  In reference to the customer's delivery time, the customer's contract states the customer's delivery time frame as up to 30 business weekdays, not including weekends or holidays, beginning from the customer's First Available Delivery Date. The customer's contract with Family ********************** shows the customer's pickup having been on 11/29/24 and delivery confirmed and signed for on 12/24/24, which was the 17th business day from the customer's pickup. The customer's delivery was on time and well within the contracted time frame. In reference to the rocking chair, the customer's file shows that Family ********************** has unfortunately confirmed of a missing rocking chair. We are not aware of the chair having been located or being in storage. That said, the customer has already been compensated for this item. The customer's file currently has a balance of $239.84. Based on the customer's Standard Liability Coverage of $0.60 per lb. per article selected by the customer for their move, the customer's claim settlement for the missing rocking chair comes to $54. This is the amount that the customer's Standard Liability Coverage covers. The balance of $239.84 has not been sent to collections nor pursued. This amount more than covers the customer's claim coverage amount of $54. Please feel free to contact our **************** at ************ or ***************************************** with any other questions.
  
  Thank you,
  
  Moving APT

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22988876
  
  I owe your company nothing, as the receipt from Family Moving LLC states that I was paid in full on 11/29/24, the day of pick-up.     A total amount of $4,826.89 was charged to my ***** credit credit.   Moving APT was supposed to pay Family Moving Services in order for them to deliver my furniture to ****, **, which never happened.    After waiting two weeks, and failed attempts to contact Moving APT by Family Moving LLC and myself, I had to come up with $2,909.00, in order to get my furniture out of their storage facility and delivered to ****, ** (see attached cc receipt for Family Moving LLC.)     The rocking chair was left on the truck by the driver of Family Moving, LLC and is being delivered to me the first week of March.   I did not state that the Rocking Chair was missing.    

  As previously stated the agreement was that all merchandise is supposed to be delivered within 30 days.   Since the Rocking Chair was left on the Family Moving LLC's van and not transferred over to the Shuttle van by the crew hired by Family Moving LLC, I am asking for a refund of $4,826.89 as all merchandise was not delivered to me within the 30 days per contract, and Family Moving LLC was never paid, even though I paid the balance in full upon pick-up on 11/29/24.     I also had to come with $330 to pay the *************** as I now live in a gated community and this issue was never addressed with Family Moving LLC  prior to pick-up on 11/29/29.   

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

  Customer Answer

  Date: 02/28/2025

  Attached is a letter and email from Family Moving, LLC, stating that my account with them is paid in full.   I also attached Moving APT Moving estimates from 9.16.24 and 11.26.24.   Please clarify what the charge of $239.84 is from that you state I owe??  Since Family Moving LLC states that my account was paid in full, no additional funds from me are owed to Moving APT.   No one at Moving APT attempted to pay Family Moving LLC even though two credit transactions of $2,944.41 and $1630.65 were processed and approved on my credit card account by ****************** employees ****** ******* on (11/29/24) and ***** on (9/16/24).   

   

   

  Customer Answer

  Date: 02/28/2025

  Attached is a letter and email from Family Moving, LLC, stating that my account with them is paid in full.   I also attached Moving APT Moving estimates from 9.16.24 and 11.26.24.   Please clarify what the charge of $239.84 is from that you state I owe??  Since Family Moving LLC states that my account was paid in full, no additional funds from me are owed to Moving APT.   No one at Moving APT attempted to pay Family Moving LLC even though two credit transactions of $2,944.41 and $1630.65 were processed and approved on my credit card account by ****************** employees ****** ******* on (11/29/24) and ***** on (9/16/24).   

   

   

  Business Response

  Date: 03/03/2025

  Good afternoon, all parties have been paid. Despite the customer's paperwork stating paid in full at one point, the customer then disputed this charge with their bank, therefore yes there remains a balance on the customer's file, as the dispute after the fact negates the "paid in full." In reference to the rocking chair, we are happy to hear that Family Moving has confirmed with the customer that they are in possession of the chair and will be delivering it soon. We appreciate the update. That said, a missing item does not constitute whether a move has been delivered or not. The customer signed their contract with Family Moving on the day of delivery acknowledging and confirming that delivery was completed, and this is the signature that their insurance company and the Department of Transportation go by as the date that delivery was completed. A missing item has nothing to do with the date or completion of a delivery and is a Claims-matter, not a delivery matter, just the same as a move that is delivered and is missing a broom that is never located does not indicate that the move was never delivered. Damages and missing items are for Claims and insurance and again do not determine the completion of a move. Furthermore, as previously advised, the customer's contract states that Family ********************** is responsible and liabile for all claims, including any damage, delay, and / or missing item. Both the customer and Family ********************** acknowledged and signed these terms prior to the move being conducted. Therefore if the customer is looking for further compensation, they may refer this request to Family Moving. Per the customer's agreement, booking agents are not authorized to handle claims, and the customer has already been provided a courtesy compensation from our end in allowing the customer to keep the disputed amount and not pursuing this with the customer or collections.

  Thank you,

  Moving APT

  Business Response

  Date: 03/03/2025

  Good afternoon, please note that at no point was it stated that the customer had a balance with Family **********************. Family Moving may have been paid in full, however the disputed transaction was owed to Moving APT, not to Family Moving. Therefore of course Family Moving would advise the customer that their move has been paid in full. Furthermore, Family Moving has not at any point been made aware of the transaction that the customer has disputed nor of the balance on the customer's file with ******************. They have not been made aware of this because (1) as we have already stated, we are not pursuing this balance from the customer and are allowing the customer to keep this compensation as a courtesy and show of good faith from our part for any inconvenience experienced with Family Moving; and also because (2) if Family Moving were aware that the customer has a balance on file with ******************, they would not be able to assist the customer with any claim request, and we do not want this to happen to the customer. Therefore again, of course Family Moving would not be aware of this balance, nor would we advise them, as we do not want to impede the customer from getting any assistance they may need from Family Moving. Which brings us to our last point, that with all due respect, this is all irrelevant, as again, by law and per the customer's contract, claims must be filed with Family Moving. Therefore once again, per the customer's contract, their request must be submitted to Family Moving. On a side note just for clarification, there is no ****** ******* employed by Moving APT. This is another company's employee.

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22988876
  
  I am rejecting this response because:

  Please clarify what you mean by your last statement:  -  Therefore if the customer is looking for further compensation, they may refer this request to Family Moving.  Per the customer's agreement, booking agents are not authorized to handle claims, and the customer has already been provided a courtesy compensation from our end in allowing the customer to keep the disputed amount and not pursuing this with the customer or collections.

  What courtesy compensation was I provided?  My credit balance still shows an outstanding balance of $4575.76, which Moving APT charged to my credit card.    

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

  Customer Answer

  Date: 03/03/2025

  Enough with the gaslighting and double talk, as I stated, Family Moving never received a dime of two credit card transactions $2,944.41 and $1630.65, paid to your company, which is why I had to pay Family Moving LLC an additional $2,909 in order to get my furniture out of storage and delivered to Mesa.    Where is the credit card authorization form for $2,944.41?    Also, why was Family Moving not paid from the above card transactions.  Numerous phone calls were make by **** from Family Moving to Moving APT for payment and no one from your company ever responded.  Withholding funding from a moving company for moving services I paid in advance is fraud is considered a crime.    

  Moving APT also states that there is no ****** ******* employed at Moving APT.   See attached email I received on November 30, 2024, from ****** *******, Move Coordinator, at Moving APT.     

  Lastly, if I do not receive a refund from Moving APT for the $2,944.41 not authorized, I will seek legal action.  

   

  Customer Answer

  Date: 03/03/2025

  Enough with the gaslighting and double talk, as I stated, Family Moving never received a dime of two credit card transactions $2,944.41 and $1630.65, paid to your company, which is why I had to pay Family Moving LLC an additional $2,909 in order to get my furniture out of storage and delivered to Mesa.    Where is the credit card authorization form for $2,944.41?    Also, why was Family Moving not paid from the above card transactions.  Numerous phone calls were make by **** from Family Moving to Moving APT for payment and no one from your company ever responded.  Withholding funding from a moving company for moving services I paid in advance is fraud is considered a crime.    

  Moving APT also states that there is no ****** ******* employed at Moving APT.   See attached email I received on November 30, 2024, from ****** *******, Move Coordinator, at Moving APT.     

  Lastly, if I do not receive a refund from Moving APT for the $2,944.41 not authorized, I will seek legal action.  

   

  Customer Answer

  Date: 03/03/2025

  Enough with the gaslighting and double talk, as I stated, Family Moving never received a dime of two credit card transactions $2,944.41 and $1630.65, paid to your company, which is why I had to pay Family Moving LLC an additional $2,909 in order to get my furniture out of storage and delivered to Mesa.    Where is the credit card authorization form for $2,944.41?    Also, why was Family Moving not paid from the above card transactions.  Numerous phone calls were make by **** from Family Moving to Moving APT for payment and no one from your company ever responded.  Withholding funding from a moving company for moving services I paid in advance is fraud is considered a crime.    

  Moving APT also states that there is no ****** ******* employed at Moving APT.   See attached email I received on November 30, 2024, from ****** *******, Move Coordinator, at Moving APT.     

  Lastly, if I do not receive a refund from Moving APT for the $2,944.41 not authorized, I will seek legal action.  

   

• Initial Complaint

  Date:08/22/2024

  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.

  We utilized Moving Apt.com to move from ** to ***, we provided a *** the apt complex required, with a required ***** hour minimum notice for elevator reservations. We contacted our salesman who quoted us and assured that the movers would have the insurance requirement. We were also informed our move would be 3-14 days maximum at that time. We then had to wait additional days to identify a carrier that had these insurance requirements. We were informed that the *** would be returned one week prior to the deliver of our items to ***, giving ample time to book the elevator. The items were picked up 6/7, and on 6/10 at around 9AM we were notified that our shipment was ******************************* ***. Also our apt complex returned the ***, informing us the carrier did not meet minimal insurance standards so the truck was not allowed to offload the items and we were forced to abandon plans. For the next 3 weeks we communicated back and forth with Moving Apt, who ensured us that "they were working on the insurance". After almost 21 days of waiting, I contacted the carrier (DSY) in a phone call saying they could not meet the insurance requirement as it would cost them $10,000 to acquire that insurance requirement which was not feasible for them. It was agreed upon since they could not enter the building that I would have to offload the items personally, with my own family. When they opened the truck the majority of items were destroyed. We moved in all of our destroyed items with no assistance of the movers as they were not allowed in the apt complex. We now have no kitchen table, our shelving has half the legs broken off, our end tables are damaged, around 25% of our kitchen items are shattered, and our couch had its legs broken off and stained, our mattress was punctured with countless other items being damaged and having to throw out. We were given a "third party" mediator who offered $91 in return with no explanations, itemizations and refusal to speak with me.

  Business Response

  Date: 08/23/2024

  Moving APT has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.
  
  Please note that Moving APT was the customer`s booking agent. The customer`s ********************** company was DSY Moving, whom the customer`s ********************** contract was with. The company the customer has advised they were communicating with for 3 weeks assisting them through their move was Moving Services, not Moving APT. Likewise, the company processing the customer's claim is ********************** Claims, who is one of the most widely used Claims companies for interstate moves, not Moving APT. Unfortunately, we do not understand the reason for this complaint against us. Nonetheless, we are always here to assist and mediate between a customer and their carrier if needed.

  Moving APT is very sorry to hear that the customer was not happy with their services from DSY Moving and experienced damage in their move with DSY. We have reached out to Moving Claims, and they have confirmed that (1) the customer's claim was processed based on the coverage option selected by the customer for their move, Standard Liability Coverage; (2) the customer may request a breakdown as well as a re-evaluation of their claim from Moving Claims; and (3) if the customer is still not satisfied, they may request arbitration from DSY Moving.

  Should the customer need any further assistance with this or with anything else, they may reach our *************************** at **************, or they may reach out to *****************************************.

  Thank you,
  
  Moving APT

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22177942
  
  I am rejecting this response because:

  I appreciate the response from Moving Apt now that this has been brought to a public forum. I had attempted to contact our previous support personnel August 12th, with no response to this day ************************************************

  I also had submitted a request for discussion over the phone to Moving Claims, August 12th, with no response other than to fill the identical form out as previously marketed as a dispute letter, with no ability to identify their decision criteria to which I was disputing, rendering that avenue useless. We had submitted claims for over *****Ibs of damaged material at a $0.60 insurance rate which at minimum is $600.

  This in conjunction to ****** at Moving Services stating during the day of our move to *** and realizing the damaged had informed us that we would at the least get our carrier fee of $300 removed due to the difficulties of the move and the ability to speak with a manager, which contact we were never given. Moving Services ************************************************ which Moving Apt utilizes for communications after our original salesman, *****, ceased communications once a deposit was made to Moving Apt. Moving Apt cannot separate itself as individual entity when that is how they facilitate communications, or lack thereof, to its customers. 

  Additionally, ********************** was the service that was sent our certificate of insurance for validation and identification of carriers that fit our requirements. From this transaction, they have misrepresented carriers insurance status for moves. As we were assured our carrier would have our insurance requirement and they did not, the mover was never allowed to enter the destination apartment because they never attained the insurance requirements and the move had to be carried out by my family and myself, which was destroyed from having to put in a storage unit because of the insurance issue that Moving Apt had created by both identifying and ensuring the insurance status was adequate, which was the major issue with this move leading to the damage of our items, invalidating the purpose of the move itself. 

  The way we were treated during this process was not how anyone should ever be treated and it has been both frustrating and upsetting to us.  To have our items returned ******************************************************************************************************************************** that my items are cheap is not appropriate in any situation. 

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

  Business Response

  Date: 08/28/2024

  Moving APT would again like to express that we are very sorry to hear that the customer was not happy with their services from DSY Moving or claim settlement. We are unfortunately not sure who the customer is referring to that claimed their items were "cheap," as Moving APT has never nor would ever state this. The ****** that the customer is referring to is not an employee of Moving APT. ******'s role with the customer was to correspond communications between the customer and DSY **********************. Any information provided to the customer by ****** was from DSY **********************. Additionally, Moving APT does not request or receive Certificates of Insurance. This was not with us.

  As previously advised, the customer may request a breakdown as well as a re-evaluation of their claim from Moving Claims, and if the customer is still not satisfied, they may request arbitration from DSY Moving. Should the customer need any further assistance with this or with anything else, they may reach our *************************** directly by phone or by text to **************, or they may reach out to *****************************************.
  
  Thank you,
  
  Moving APT

  Customer Answer

  Date: 08/31/2024

   
  Complaint: 22177942
  
  I am rejecting this response because:

  Thank you for your response. Unfortunately, this response does not address the misrepresentation of insurance status that was provided to us initially  by Apt Movers. This misrepresentation had led to the issues of damage of the majority of our items along with a three week wait for delivery of what items remained, to be offloaded by myself and my family without assistance of movers who stayed in the van during offload. *****, our salesman from Apt Movers, was sent the **** and was aware of the insurance requirement which we were assured was not an issue and that we would be provided a mover that met these insurance requirements. We specifically picked Apt Movers because they ensured us that this could be met, and we would be paired with a mover who met these requirements during the time of our quote. We even were told to wait additional days for pickup (3-4 days) to identify a mover that met the requirements after they had reviewed them. We were then provided a mover who we were AGAIN ensured held the insurance requirements necessary to deliver our items. It was not until our deposit was placed and items picked up when we noticed this was a misrepresentation as the apartment complex reviewed the files, they submitted that we realized that they did not in fact hold the insurance requirements necessary. This is when ***** with Apt Movers ceased contact with us and our only communication was through ******, who they now distance themselves from but are provided from Apt Movers as a sole contact.  

  Separately, as previously mentioned we have requested a breakdown of our psuedo-arbitration on August 12th and to discuss the criteria for not being reimbursed at the rate the items were insured at, for which we should be receiving well over $600 from the damage alone from the insurance. Which we have not received, and instead were offered $91 with no reply from August 12th regarding further discussion. To resubmit the same files without understanding how they are coming to the claim is not a discussion.

  Unfortunately, although you attempt to distance yourself the way you have been contacting us previously, ****** was the only mode of contact between Apt Movers, Us and DSY due to Apt Movers ensuring us they would be in contact throughout the process and not returning our messages after a deposit was placed. 

  Again, this process to collect my rightful return on my damaged property from misrepresentation of insurance status continues as Apt Movers.

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

• Initial Complaint

  Date:08/09/2024

  Type:Customer Service 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 formally lodge a complaint against Moving APT and United Prime Van Lines regarding their gross negligence and unprofessional conduct during my move on July 8th, 2024. I hired these companies to manage my relocation from **********, *******, to *************, ********, expecting a high standard of service given the significant financial investment I made. Unfortunately, the service I received was far below acceptable standards, resulting in substantial financial loss and emotional distress.During the move, the movers mishandled my $3,000 mattress, dropping it and leaving it stained beyond repair. This mattress was a crucial investment in my health and well-being, and its damage is unacceptable. Furthermore, several boxes containing irreplaceable personal items were lost, including signed photographs from actors and valuable family dishes. These items hold immense sentimental value, and their loss has caused significant emotional distress.I believe the level of negligence displayed by these companies warrants serious attention. The carelessness with which my belongings were treated, particularly considering the high cost of the service, is inexcusable. I expected professionalism and care, but instead, I received a service marred by incompetence and disregard for my property.Given these circumstances, I am requesting the BBB's assistance in holding Moving APT and United Prime Van Lines accountable for their actions. I believe these companies should be thoroughly investigated, and appropriate actions should be taken to prevent other consumers from experiencing similar distress. I am also seeking compensation for the damages and losses incurred during this move.I trust the BBB will take this matter seriously and help ensure that these companies are held responsible for their actions.Thank you for your attention to this matter.

  Business Response

  Date: 08/16/2024

  Moving APT has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.
  
  Please note that Moving APT was the customer`s booking agent. The customer`s ********************** company was United Prime Van Lines, whom the customer`s ********************** contract was with. That said, we are always here to assist and mediate for any customer who feels they have experienced any issue with their carrier.

  Moving APT was very sorry to hear that the customer experienced an issue in their move with United Prime Van Lines and immediately contacted United Prime Van Lines in order to assist the customer with this, as per the customer's contract, claims are filed through United Prime Van Lines. United Prime Van Lines confirmed that they would be happy to assist the customer with their claim, and we got back to the customer right away, providing the customer with the contact information for claims with United Prime Van Lines so the customer may submit their claim for compensation.

  United Prime Van Lines's claims are processed by the claims company MovingClaims.net. The customer may reach out to United Prime Van Lines at **************************** or to MovingClaims.net at **************************************** for any assistance they need with their claim. Likewise, we have advised the customer to please feel free to reach out to our *************************** at ************ or at ***************************************** should they experience any issue in reaching either party. Please do not hesitate to contact our *************************** as well with any further questions or to request any further information.

  Thank you,

  Moving APT

• Initial Complaint

  Date:06/14/2024

  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 had a sewer leak entire home_homeowners insurance put us up in a hotel. House is ready to move back in. Moving company will not bring g out house items back, from their storage unit. We have been in this hotel from April first! We are desparate to get back home! Insurance will not pay balance d because APT Moving Co Id fraudulently jacking UP the balance $s to get our furniture clothes appliances, etc, so we ARE STUCK! No body is moving to help her us OUT!! Please please help!!!!!

  Business Response

  Date: 06/21/2024

  Moving APT has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.
  
  Please note that Moving APT was the customer`s booking agent. The customer`s ********************** company is PVL ******* Systems, whom the customer`s ********************** contract is also with. That said, we are always here to assist customers and mediate between them and their carrier whenever needed.
  
  Please also note that Moving APT has been in contact with the customer daily. Upon receiving this complaint, we were unaware of the reason and reached out to PVL ******* in order to better understand the situation and better assist the customer. PVL ******* advised us that the customer had an unpaid balance with them, which was the reason that delivery had not been able to be completed. We have reached out to the customer, and they have confirmed that they are making this payment. Our ************************ will continue to follow up with both the customer and PVL ******* to ensure that delivery has been completed. Please feel free to contact our *************************** at ************ or at ***************************************** with any other questions.

  Thank you,

  Moving APT

• Initial Complaint

  Date:05/26/2024

  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.

  A pick-up was guaranteed for May 25 between noon and 3:00 pm at my son's school dormitory. I had explained to the customer service rep when I booked that this was the only window we were able to agree to since the school had a very short timeframe for students to move out. The customer service rep *************************** said they'd be able to accommodate us without any problems. We were then contacted by a dispatcher on May 24 to say that pick-up would be on May 26 (the day after we had agreed to). I asked ***** to cancel the reservation and request a full refund. He would only respond that he would "get in touch with the team." We were billed $840 for a deposit and we have not yet been refunded this money.

  Business Response

  Date: 05/31/2024

  Moving APT has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.

  Please note that Moving APT is a booking agent, not a motor carrier. As such, we cannot and do not offer guaranteed time frames for pickup or delivery. This is simply not a service that we offer or are able to offer, as this may only be offered by a motor carrier. The customer booked a move date of 5/25, not a guaranteed time frame. Attached is a copy of the customer's signed Booking Agreement, showing the customer's move date of 5/25. As shown, there is nothing referencing a specific time frame. As the customer was advised upon booking, ******************'s ******************* calls all customers the day prior to their pickup to confirm their move for the following day. The customer's statement that they were called on 5/24 to confirm a pickup on 5/26 is false, as Dispatch would only be calling on 5/24 for moves being picked up on 5/25. Our ******************* did call the customer on 5/24 to confirm that their carrier would be arriving for their pickup the following morning of 5/25 (at no point was the customer advised 5/26), to which the customer replied that they did not want their pickup to be in the morning and that they wanted to cancel if it could not be exactly between 12 pm and 3 pm. Again, the customer neither had a guaranteed time frame on their agreement nor paid their carrier for a guaranteed time frame, and again, this was not something that could be guaranteed, as this is not how our services work. Therefore, the customer's move was cancelled as the customer requested.

  The customer's refund minus their cancellation fee as indicated on their attached Booking Agreement has already been processed, and the customer should see this reflected on their account within 3-5 business days. Please do not hesitate to contact our *************************** at ************ or at ***************************************** with any other questions.

  Thank you,

  Moving APT

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21762589
  
  I am rejecting this response because: ************************* DID in fact promise me a pick-up window between noon and 3:00 pm on May 25th.  This promise was made verbally and I accepted it as such.  

  The fact that the dispatcher called on 5/24 to say that a truck wouldn't be in the area until 5/26 is a fact -- this business is misrepresenting itself in multiple aspects of this matter and we will pursue legal action if we do not receive a full refund.

   

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

  Business Response

  Date: 06/04/2024

  Good afternoon, again, there was nothing in the customer's agreement guaranteeing a specific time frame for the customer's move, as again, ****************** does not offer this service, as we are unable to guarantee time frames. Attached is another document acknowledged and signed by the customer during their ***************** call, which states as the second bullet point, "I understand my pickup window begins on the morning of the 1st day of my window and ends the night of the last day of my window." As indicated on the customer's agreement which was attached to our last response, the customer had a one-day window of 5/25/24, which was stated as "Pick-Up Window" on the customer's agreement. As confirmed by the customer on this document, the customer was advised and acknowledged that they understood that their pickup window began on the morning of 5/25/24 and ended on the evening of 5/25/24. Lastly, once again, the customer's move was not at any point scheduled for 5/26, but for the morning of 5/25. The customer's statement that they were advised that their pickup would be on 5/26 is false. If this were the case, the customer would have received a call from our ******************* on 5/25, not on 5/24 as the customer has admitted that they were called on. All calls from our ******************* on 5/24 would only be for moves on 5/25. The customer's statements do not coincide.

  Thank you,

  Moving APT

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21762589
  
  I am rejecting this response because:

  The company is misrepresenting the situation.  A dispatcher called us late afternoon on 5/24 to advise that the truck could not pick up our items until 5/26.  If the company's representative continues to lie about the situation, we will retain legal counsel.

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

• Initial Complaint

  Date:05/06/2024

  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.

  Moving APT does not let you know that they are a broker.Was told ***** would stand firm. It has changed 3 times since in transit.Unable to speak to the same people twice. So information received does not stay consistent. They charge the person moving a booking fee and the moving company 30% booking fee. So the person moving is way over paying for the service received. They do not stand by what they say and unwilling to be helpful. I have experienced a nightmare with this company.

  Business Response

  Date: 05/15/2024

  Moving APT has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.
  
  Please note that Moving APT was the customer`s booking agent. This was explained to the customer not only during the booking process, but multiple times in the customer's Booking Agreement (attached), which the customer signed prior to booking their move reservation, acknowledging that they understood this (see attached).

  Secondly, as also explained in the customer's agreement, the customer's price was binding to the inventory list provided by the customer. That is to say, the initial quote provided to the customer was based on the items and number of items that the customer provided which they would need transported. The customer made changes to this list and added additional items to their inventory list on two separate occassions, which of course would result in the customer's estimated quote changing on those two separate occassions (not three as stated by the customer), as their price was binding to their items, and additional items were added.

  Unfortunately, we are unsure of what 30% the customer is referring to. This is unfortunately another inaccurate statement, as booking agents do not charge carriers. It is the other way around. Moving APT does not charge any carrier in our network anything for servicing a move. Sadly, we are also unsure of what the customer is referring to that we are "unwilling to be helpful" with? According to the customer's file, our ************************ has been in contact with the customer since their pickup and has been assisting them every step of the way. Their last follow up with the customer was this afternoon, advising the customer that their delivery was in transit and should be arriving in approximately 3-4 days. There is nothing reflected in the customer's file that they have needed assistance with that they have not been assisted with. If the customer is in need of any further assistance, they may reach our *************************** at ************ or at ****************************************** and we are always happy to be of assistance.

  Thank you,
  
  Moving APT

• Initial Complaint

  Date:03/12/2024

  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.

  We were moving out of state and had a scheduled pick-up date of Jan 18th & when we arranged this move we were advised that anything the drivers had to disassemble, that they would reassemble at the time of delivery! Family Moving( company Moving Apt hired to do the move showed up).Also we had a filled up an entire truck at the time of delivery and our belongings were to be delivered in the same truck. We packed up everything ourselves in boxes and taped it all up minus some items that were too big to box up. Drivers dissembled those items, wrapped them up & boxed them up themselves. Drivers asked us when we wanted delivery, we stated ****, and they said they would call 48 prior to delivery. It does NOT take 7 days to get to Georgia as my ************* have done the drive many *********** 14hrs at the most from **. Delivery was scheduled for Jan 24th, company called the day before for a 7am time, they didnt show up until 9:30 and only 2 drivers showed up! 6 came to do the pickup but only 2 showed up for the delivery & both did NOT speak English. So not only were there not enough delivery guys but we couldnt communicate with them. As I stated before, we filled up the entire truck at pickup, but they mustve unloaded the truck & reloaded it to another truck so when they arrived, they had to unload someone elses belonging into our garage to get our stuff out. They were unable to assemble any of the items that were dissembled at the time of pickup. For most of the delivery times, one of the drivers was on the phone in turn not helping his partner out. They were here until 5:30 pm!!! On top of that they forgot some of our items from the inventory list. Before they got done with delivery, the drivers mustve gotten into a disagreement or argument because their boss fired one of them on the spot and called the police to our place of residence! How embarrassing. Filed a ************* 3rd party company offered us $85, how ridiculous is that? We had many items broken!

  Business Response

  Date: 03/15/2024

  Moving APT has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and appreciated.
  
  Please note that Moving APT was the customer`s booking agent. The customer`s goods were picked up and transported under the operating authority of the customer`s ********************** company, Family Moving, whom the customer`s ********************** contract was with. That said, we are always here to assist customers and mediate between them and their carrier whenever necessary.

  Upon review, the customer neither had an exclusive truck nor had a straight delivery included in their agreement. Upon booking, the customer chose not to pay the additional fee for an exclusive truck or straight delivery, therefore Family Moving would not have gone straight to delivery after pickup, as this was not a straight delivery move. Straight delivery moves are additional. On the contrary, based on the services that the customer booked, it was included and stated in the customer's agreement that Family ********************** had up to 14 Business Days beginning from the customer's First Available Delivery Date to complete delivery (which they completed in 4 business days), and it was also included and stated that Family Moving had the right to offload and reload to another truck for delivery.

  Moving APT was very sorry to hear that the customer experienced a damage in their move with Family Moving, and upon being notified of this, we immediately contacted the customer and offered to assist the customer with their claim through our own account with the *************** rather than the customer having to file through Family ********************** as it would normally be, since they advised that they were not happy with Family Moving. This was approved for the customer as a courtesy exception, and the customer was sent the Claims information to the ************** for them to be able to file through us. Additionally, we advised the customer to please let us know once the ************** finished processing their claim, and we would be happy to add a courtesy compensation to the customer's setltement amount for the customer's reassembly complaint, as an additional show of good faith from our part. Unfortunately, the customer has never gotten back to us after this. We are still happy to have the courtesy compensation from our part added to the customer's claim for them as we had previously offered. The customer may contact our *************************** at ************ or at ***************************************** for us to do so, and we would be happy to. Likewise, please feel free to contact our *************************** with any other questions.
  
  Thank you,
  
  Moving APT

• Initial Complaint

  Date:11/22/2023

  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.

  Pickup date was May 26, delivery **** 16.I was told my household goods would be loaded onto one truck and delivered in the same truck.I was told that the delivery date would be **** 18.I was told the pickup would be May 25 at 8:00am and the movers would have all of the required boxes and proper packing materials with them ad have enough movers to move the whole house.Reality: My goods were loaded onto a truck which drove to LA, was unloaded and loaded onto another truck and drove to *******. This truck was unloaded and loaded onto another truck.I was told on **** 12 there was a storage cost attached to the delivery as they couldn't deliver on **** 12 since I hadn't arrived in ******* area yet. They said there was a $1,600 charge that will have to be paid to the delivery driver for storage costs even though I was told that my delivery would be on **** 18.My pickup time was told to be May 25 at 8:00. The movers showed up on May 26 at 2:00 without packing supplies and only 2 guys showed up. They had to leave and pick up supplies form ********** delaying us another 1.5 hours. Two other guys showed up after that. The packing job was terrible and many things were broken.I tried using their claims department but the offered a ridiculously low amount that wouldn't cover the cost of repair.

  Business Response

  Date: 11/27/2023

  Moving APT has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and appreciated.
  
  Please note that Moving APT was the customer`s booking agent. The customer`s goods were picked up and transported under the operating authority of the customer`s ********************** company, Father and Son Moving, whom the customer`s ********************** contract was with. That said, we are always here to assist customers and mediate between them and their carrier whenever necessary.

  Attached we have included the customer's last signed Booking Agreement prior to their pickup for both your and the customer's reference. In reference to the customer's statement that they were told pickup would be 5/25, as shown on the first page of our attachment and marked for reference, the customer's agreement was based on a pickup window of 5/26 - 5/26, in which Father and Son Moving would be able to pick up the customer's goods either day, as long as they remained within the customer's window. In reference to the customer's statement that they were told delivery would be 6/18, as well as their statement regarding their storage fee, as also shown on the first page of our attachment and marked for reference, the customer signed their agreement to be available for delivery "Immediately." And as shown on the bottom of the third page of our attachment and marked for reference, the customer's estimated delivery time frame was **** business days based on their distance of ***** miles (first page of attachment). As the customer signed for being available for immediate delivery, this meant that Father and Son would be able to deliver the customer's goods any time between pickup and within 21 business days of pickup. The customer did not have a guaranteed delivery date of 6/18. They had a 21-business-day window for delivery, in which 6/12 fell within. Furthermore, as shown on the right column of the first page of our attachment and marked for reference, the customer received a discount of $4,063.40 for being available for immediate delivery and therefore not requiring storage. Hence, as the customer had already received a discount for not needing storage, upon now not being available to receive delivery until 6/18 and now needing storage until that date, Father and Son as a matter of course would charge a storage fee, as again, the customer had already received a discount for the contrary. Father and ***'s storage fee was in essense the customer returning a portion of the discount that they had received for not needing storage, as now they did require storage. And in reference to the customer's statement that they were told their goods would be loaded onto only one truck and delivered in the same truck, as shown on the bottom of the second page of our attachment and continued on the top of the third page, both sections marked for reference, the customer's agreement also stated that the customer's goods may be "offloaded and reloaded onto a different vehicle."

  Moving APT does apologize that the customer experienced damage in their move with their carrier, and upon being notified of this, we immediately contacted the customer in order to offer them our assistance with their claim through our own account with the *************** as a courtesy and show of good faith to the customer from our part, so we would be able to ensure that the customer was compensated. Unfortunately, we are not sure of what the customer is refererring to in their statement that someone's claims department has offered something ridiculously low to the customer, as this has not occurred with ******************. We are assuming that the customer filed a separte claim directly with their carrier and may be referring to something between them and their carrier? Because we have reached out to the *************** and they have confirmed that the customer has not completed submitting their claim through our account with the *************** which is what we had offered the customer. Therefore any amount that the customer may have received was not from ****************** or from Moving APT's ************** account. If the customer would like assistance with this, they may reach our *************************** at ************ or at ****************************************** and we would be happy to assist them with this matter and / or with anything else they may need.
  
  Thank you,
  
  Moving APT