Complaints

This profile includes complaints for Kinetic Motion Moving LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kinetic Motion Moving LLC

  111 N Orange Ave. Suite 800 Orlando, FL 32801

• 

  Kinetic Motion Moving LLC

  111 N Orange Ave Orlando, FL 32801

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:12/14/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 06 Dec 23, I received a call from Kinetic Motion Moving after inputting a request on a moving website. After giving my information on my request (including the fact that my mom would be at the pickup site in ************) to move 3 vending machines from a storage facility in ************ to my residence in **********, I was given a price of **** USD for their service and the dates of ***** Dec for pickup. The stipulation was that I committed 550 USD as a down payment. Every form of telephonic correspondence with Kinetic Motion Moving from that point forward was initiated by me. I did get a call from a subcontracted entity asking moving questions (Information already given to Kinetic Motion Moving). I told the subcontracted mover that I needed 3 vending machines moved. He seemed surprised and then asked for pictures and dimensions of the vending machines. I gave them to him and we scheduled pickup for 12 DEC 2023. The next morning I did not receive a call, so I called Kinetic Motion Moving. The Lady that answered the phone stated that the reason I wasn't notified was because there was an issue with my pickup being too bulky. She said she could work something out but I would have to pay more money than originally expected. This is alarming, as the information I gave this company has not changed. I then told the lady on the phone that I do not wish to continue business as this situation seems like a "bait and switch" scheme . The lady continually began to unprofessionally overtalk me to the point where I had to stop the conversation to get my point across. (I am sure the conversation was recorded and everything I have mentioned would be proven correct). I told her I would like a full refund. She then reminded me that was not possible due to their policy that I signed. This seems predatory in that I signed the policy and paid the deposit in order to keep the quoted price for the service that won't be done at the quoted price.

  Business Response

  Date: 12/19/2023

  Greeting ********** & the BBB Representatives;

  We are terribly sorry that the estimate provided was not what you thought as a final cost for services.  Our paperwork states that this is strictly a Binding Moving Estimate and the cost can increase depending on if there are additional services required at the time of the move to successfully complete, if there are more items than disclosed or if your inventory list exceeds your space reservation, ultimately needing additional space on the truck to safely transport.  Listed within the Terms & Conditions portion of your Agreement AKA moving policy; you will see these details are disclosed specifically outlining the most important areas of a move.  We provide an over the phone estimate of cost. 

  On the day of pick up, there was a discrepancy of space needed based on the large items to be transported.  This also includes non-stackable items, fragile items and additional services needed. Our Team spoke with you about the breakdown of cost and services;  spoke to ********************* in regards to the additional costs for his move. The total for the 3 vending machines would have been   600cf=$2100 +  fuel=$210 + bef=$950 mnus dis-$501.13 minus  dep=$550   remaining=$2208.

  I asked the carrier if we could offer a discount and do $2k flat for balance. When they asked about access, the customer said he wasn't the one onsite- there was no proxy listed- His mom ****** (listed below) was going to meet the movers at the unit. I advised if he was flexible with the dates, I would be able to find another route that might be cheaper and I would be able to add his mom to the file too. HE declined and said he wanted to get a refund. I advised him that a refund would not be an option at this point. We are still willing to get him moved but he does not want to pay the additional charges. I advised I would place it on hold, he refused. I advised him to send him an email detailing the refusal. He said he was filing a BBB complaint. I advised him to give him every option for him to move forward, but he declined. Sent refusal email .

  Our records indicate that you opted to cancel services, whether the truck was onsite or outside your cancellation window, your moving policy has a section devoted to this situation.  Section 20  of the Terms & Conditions states  clearly:  20. AS THE CUSTOMER, I AGREE THAT ANY REFUSAL OR DENIAL OF SERVICE, EITHER VERBALLY IN PERSON OR OVER THE ****** WILL BE TREATED AS A LATE CANCELLATION MADE OUTSIDE OF THE CANCELLATION WINDOW. I UNDERSTAND THAT NO REFUND WILL BE ISSUED IF I REFUSE OR DENY SERVICE DURING THE PICKUP WINDOW. IF I CLAIM THAT SERVICE WAS NOT RENDERED, I MUST PROVIDE NOTICE OF ANY SERVICE FAILURE MADE BY KINETIC MOTION MOVING, IN WRITING TO **********************************. 

  If you have any further questions regarding your account, please contact the Customer Support Team during regular business hours.  We are more than happy to discuss this with you in further detail however based on the information and the recorded events, this file does not qualify for a refund based on the decision to cancel onsite when the carrier and broker attempted to find a positive solution to the matter. 

   Thank you kindly.
  Kinetic Management Team 
  **************************** - Customer Relations Team
  

  
  

  Customer Answer

  Date: 12/23/2023

   
  Complaint: 21009195
  
  I am rejecting this response because, as stated previously, nothing changed on my requirements of the pickup (3 vending machines), it wasn't until the day of the pickup that there all of a sudden were problems with the space available to pickup the ******* machines. As I mentioned earlier, it seems as if this business is quick to get you to sign an agreement with the intent to raise the price once the day comes for pick up. The price was the reason I decided to go with this company in the first place. I do not want to continue to do business with am organization as unprofessional as this one as there was a breach of trust. The fact that the will not provide a refund (which is reasonable in this situation) is all the proof needed that this shortsided company has low concern for customer retainability.
  
  Sincerely,
  
  ***************************************

• Initial Complaint

  Date:11/29/2023

  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.

  What they quoted me for moving my stuff on my items were listed on the contract that's uploaded to you guys they quoted me a price when the movers got here it was a different price which caused me extra pain and suffering

  Business Response

  Date: 12/01/2023

  Good Afternoon BBB Representative and ******* *******

  We have had an opportunity to review the client's file and the events that have led up to this point, there seems to be a lot of information that has been provided to support all parties involved (client, carrier & broker). We do understand that the client has experienced some frustrations regarding the events that have taken place; the file begins with the client,   ******* ******  requesting a quote and then booking relocation services with Kinetic Motion Moving (KMM) on Wednesday, 11/15/2023 03:38:33 PM;  ******* signed a Binding Moving Estimate Agreement/Contract Wednesday, 11/15/2023 04:58:04 PM (ET) that reflects the estimated move date of  Monday 11/27/2023 - Tuesday 11/28/2023, a space reservation for 350 CF at the locked in rate of $3.65 per CF, going from ******** ** ***** **  ****** ** ***** which is approx. 1,354 miles.  Client's Contract has an Articles List 15 Items, 27 Pieces.  The client secured a deposit with KMM for $800.00 through our processor.  This BME Agreement has   *******’s  E-Signature displaying that the customer has agreed to the Company Policy Terms & Conditions within this contract. The client also agreed to the payment’s Terms & conditions when submitting the Credit Card Authorization Form which the client fills out on their own accord via a secure  payment link at Date & Time 11/15/2023 5:01 PM.   Our Dispatch Dept. assigned the carrier ********* *** ***** *** to execute this relocation by sending them a Job Acceptance Form (JAF) which was accepted and electronically signed by their staff on Friday, 11/17/2023 11:07:44 AM (ET).

  Our records indicate that after the reservation was completed the evening of 11/15, the shipper was informed that our staff would need to contact her to finish a quick verification call, to confirm all the details listed by the Booking Agent was entered accurately and that the shipper agrees that all services recorded in the moving policy is what was discussed per their phone call.  Our Customer Support Dept. called Ms. ****** the following day 11/16 at approx.  10:11:33 and did not have the opportunity to speak with *******. We left a VM for the verification process and scheduled the QA appointment for 11/22 @ 12 pm for now. We noted on file that we will follow-up with the customer tomorrow if the shipper has not returned our call.  The following morning; 11/17/2023 09:43:37 am Support Dept. Agent called the customer for verification and successfully made contact with Ms. ******. However, it seemed that maybe the shipper could have been busy or preoccupied with something else since the call was not welcomed.  ******* kept the phone call extremely short, not conversing with our staff over important details regarding her upcoming move.   Shipper basically told our Team member that “nothing needs to be verified”.  Our Staff simply explained what the verification is and why it is an important step.  She said multiple times, "okay, okay".  We expressed that if this process was a bother for her, we would forgo the remaining portion of the call to verify her move. She said "okay" and hung up on our staff.  Details of this were documented within the shipper’s file.  A few days later, the QA phone call was attempted.  This process allows the shipper to make changes to their inventory list, items going or not, adding or subtracting items, maybe adding packing services if requested.  This call helps determine a more detailed account of the goods to be transported, making sure the customer has enough reserved space on the truck to secure their belongings.  It was determined that ******* will not be making any changes and the original reservation request stands “as is”.  No increase or decrease of space (cubic footage) was made. 

  On 11/27/2023 10:43:58 am Our Team member was able to provide the pick up information for 11/28, with the truck arriving between 2-7pm. The shipper agreed and confirmed. The day after the pick up, our Dispatch Coordinator entered this information and update regarding the pick up and what events took place.  11/29/2023 06:39:19 amOn 11/28: the assigned carrier’s foreman sent in a video to show what the shipper had for an on-site revision. This information & video was sent to the Customer Service Dept.  Customer ******* had agreed to the revision and has decided to move forward with the relocation process. Shipper agreed to pay $,1000.00 at the time of pick up. And the Carrier confirmed via text message to our office that this customer pick-up was successfully completed.

  Customer Service Dept:  11/29/2023 09:34:54 am Customer needed everything packed, all belongings were everywhere. Shipper was not prepared for movers, no preparations for boxing or securing their goods themselves. Opted for the movers to pack their household goods. The video that shows this is in the KMM support email labeled "******* ****** on site".  A few hours later, the shipper calls the KMM Customer Service Dept. to express her dissatisfaction with the pick up. We documented the call on shipper file:  11/29/2023 11:53:19 am ~ Customer called in to complain of the additional services and fees that accompany those services from the pick up.  The Dept. Mgr. advised customer of section #9 in the moving policy that reviews these topics.  Ms. ****** said she didn't have any extra items or labor or packing. Team Member  advised the customer we are in possession of the video that shows there was packing that needed to be done in order for her belongings to be loaded for transit. Shipper also had more items than listed such as “a 50 gallon drum, another 65` TV, a recliner, an additional dresser, contractor bags that needed to be put in boxes”. Shipper replied;  “nevermind the additional items!  Why couldn't they take the items that were on her inventory list?”. Our Staff member explained that if items are non-stackable or bulky that may increase the cubic footage they are occupying on the truck. She asked; “Why didn't we know that?” I explained the cubic footage reservation is an ESTIMATE and because she is waiving a physical survey of the household goods we do our best to ESTIMATE the items and the cubic footage on the truck”. Ms. ****** expressed that our office should have told her that it was only an estimate. I explained we do what we call a BINDING MOVING ESTIMATE that she signed and agreed to at the time of booking and securing her moving reservation. We then began to ask how we can assist in resolving the matter.  That is when Ms. ****** stated she was going to call the BBB and hung up on our Service Agent.  

  KMM followed industry protocols and procedures.  At the time of pick up, the location and items were documented in a video to show size and  volume.  The customer was given the option to proceed forward in the move and have her goods packaged and loaded for transit or she could have  turned down the revision of costs and service which would be determined as a cancellation of service onsite.  Cancellation onsite has a different set of policy and procedures to follow.  Since the shipper agreed to the costs and signed the Bill of Lading Contract, pack and load was completed.  The delivery details will become available from the carrier’s office.  Balance will need to be satisfied to the carrier at the time of delivery or prior to the truck’s arrival to offload. We can assist with those details the closer the delivery approaches. 

  KMM staff stands behind our Team members as they converse these important details to shippers who are not familiar with relocation guidelines.  If there are more questions to be answered, we will be more than happy to assist in any way we can. 
  Thank you for your cooperation in this matter and have a blessed evening.
  Sincerely,
  B. G********
  KMM Compliance Mgr.