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:08/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company quoted a price and took $1200 down payment. Then doubled the quote and refused to refu d down payment. I filed a complaint within one month but got no response from you or anyone.

• Initial Complaint

  Date:04/06/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Originally quoted under *****, and when I asked for in person estimate they said they over account for the total number of boxes so they assured me that if the box count and size matched what I told them the original quote would stand. What a BAIT AND SWITCH. I called them every week up to moving day to make sure with my box count I would be fine and was assured that was the case. Then the mover shows up (keep in mind they contracted it out) with a trailer twice the size I was told they would bring. So it felt fishy. Then as they are half way loading my things Im told that Im over my allotted space and in order for them to continue loading I have to pay the difference with final destination. So I call them and they tell me the movers will off load my items unless I pay OVER ****** dollars. TRIPLE THE ORIGINAL QUOTE. The moving company on site said good thing I brought this extra long trailer. So basically I was bent over a barrel, because I sold this house and had to move accross country. Thinking this would be the worst of it. It wasnt until after 3 months of calling and asking where my stuff is they said didnt you read the contract,? Even though we called you and asked when your availability for delivery is, we dont start our delivery window until then. Which is typically 2 months. So my stuff sat in a warehouse in ******* not temperature controlled in 100 plus degree heat and got crapped on by birds. Then when I file a complaint with final destination because they destroyed our **** dollar hutch as well as a lamp, tv stand, couch, and recliner: they offer 5 mgb of storage to send them photos of the damage. Then after compressing the c*** out of the file and waiting for reimbursement for damages that they said were calculated by the lbs (ie 400 ************* hutch) they offered me 90 bucks as reimbursement. Quoted ****, took 1****, wanted to pay me 90. Thats just bad math. Stay away, and I hope they go under or get arrested.

• Initial Complaint

  Date:02/25/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wouldn't use this company again. There's no recourse for the moving company canceling a move. They were suppose to move me and ended up canceling at 9:30 pm the day of the move because they demanded 3k in cash, over my estimate provided by Final Destination Movers, despite being 5 boxes fewer than planned. I would like to point out that any woman asked to go to an ATM at 9:30 at night with two men who won't share their names? Fishy at best, terrifying if you're a woman. The manager of the moving company canceled when I said *************************** said I could pay with a credit card. They tried to get me to sign some 100$ a day storage fee and a contract without reading it- 15 minutes before the move.Final Destination Movers is a quickest way to pay someone to steal your things. Best case scenario, the incompetence will cause you to lose your home and goods. Worst case scenario, this is an intentional scam. I think the reviews speak for themselves. I'm out 789.64$ for a move I will never make. And at a loss for about 4000$ in goods I had to leave behind. This business is excuse after excuse. I was on the phone the entire day of the move with *** and the movers showed up at 9:30 pm at night. Wow. Truely one of the worst ways I've been scammed. This business operates on a boiling frog strategy.I've lived through a **** and a house fire and a sick parent and sexual harassment and wow. I would never scam someone this way. I've prayed three gaelic curses and they always come through. May misfortune be at your doorstep. May your conscience be as heavy as the dent you left in my wallet. May your relationships with your spouses be as impassioned as two accountants drinking a ************************* going over your last years taxes. I wish constant misfortune at your door and herpes.I'll have you know my gaelic curses come true. They have every time. They are prompt and efficient and show up for their moving date. May your karma be heavy.

• Initial Complaint

  Date:02/11/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Wednesday, Nov 17, 2021, I hired Final Destination Moving and Storage to move me from ** to AL after I was informed I would not be able to get a U-Haul truck I reserved. I received a call at work on November 17 prior to signing the contract. I asked and was told I would be provided a 26' truck for my move. I was also told they would move me on Sat., Nov 20 with a back up of Mon., Nov 22. I was moving to help care for my mom after a surgery injury. She had fallen many times and they were to the point of having to hire someone. I wanted to be there to help her for Thanksgiving since family she had not seen in some time was visiting and she was unable to cook. Sat., the 20th as well as Mon., the 22 came and went, I contacted the company as I was not contacted with an update in plans. I was contacted the middle of the following week with an expected date that week. The company was informed I had items in a home I was staying in temporarily as well as a storage unit. They were informed the storage unit was an 8x15 approximately filled to 75% high as described by the person who called me. A team showed up at the house first to move my items. It was then I learned my items were going to be loaded and unloaded multiple times which I was led to believe my items would be taken directly to next location. It became a battle as the moving broker began lying to me stating it would not be but the movers assured me it would be stored. Many heated conversations occurred. The final straw was finding out I was only getting a very small portion of a 26' truck, not the whole truck. I then knew I had been scammed and it would have cost many thousands of dollars more to move my items. The company stated I refused service and refused to refund my deposit. I did not refuse service, they lied to me numerous times. This has been the first chance I have had to deal with this issue and will be the only option before taking them to court. Their choice. Job #F7976728

• Initial Complaint

  Date:01/20/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In may 2022 I booked a move with final destinations and storage. From ***********, ********** to ******* *********** they took a deposit.$1075.47 in the signed contract for this job. It said if jobs not completed. Do you want a refund it would take up to a year for a refund. When I called back, finally got through they told me I can have a credit towards future moves.

  Business Response

  Date: 01/26/2023

  We appreciate our customers' feedback, as a company, we are always looking for ways to improve our services.
  In response to their complaint we would like to address the following:
  On 5/2/2022 the company secured a position on our calendar and provided them with a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting a deposit of $1,075.47 to secure a position on our calendar.  (Attached is a copy of the signed Binding Moving Estimate.)
  Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized FMCSA ********************************************* ***** carriers. In fact, policy states, Please note that Final Destination Moving and Storage is a properly licensed interstate Broker.  Final Destination Moving and Storage is not a ***** carrier and will not transport an individual's household goods, but will coordinate and arrange for the transportation of household goods by another FMCSA authorized ***** carrier, whose charges will be determined by its published tariff.  All estimated charges and final actual charges will be based upon the ***** carriers tariff which is available for inspection from the carrier upon reasonable request. In acting as an interstate broker, Final Destination Moving and Storage is not responsible for any acts or omissions of the ***** carrier or its employees or agents. Customer agrees to exclusively pursue the ***** carrier directly for all claims for property damage, including without limitation, any claims of damage to property, lost or stolen goods, delayed pickup or delivery, actions of estimators, drivers, packers, or movers, or other types of claims.  Estimated price does not change unless the order has additional services, additional items to be moved, or additional weight or cubic feet to be moved which are not listed on the estimate along with packing services, materials, and unpacking services at an additional charge and are only included in this estimate if the services are specifically listed on the services section of the estimate.  
  We strive to accommodate customers arriving within the requested window for pickup and delivery, however, due to unforeseen delays, no promises can be made. In fact, the Binding Moving Estimate policy makes clear "All pickup, load and/or delivery dates are only estimates and are not guaranteed. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates."
  After careful review of the account and our cancellation policy, the company has concluded we not only stayed in communication with the Customer, but that we have executed our end of the Estimate.  As mentioned above there are no guarantees made, expressed or implied regarding pack, load and/or delivery dates as any unforeseen delay can occur.  The Carrier ran into an unforeseen delay and our **************** team kept the Customer updated of the delay.  Per our notes on 6/26/2022 our **************** team reached out to the Customer and there was no answer and had left the Customer a voicemail.  The Customer never returned our call until 1/20/2023.  The Customer is entitled to a 12 month credit that was explained to them on 1/20/2023.
  Thank you for your time and attention to this matter.
  Final Destination Moving and Storage LLC
  
  

  Customer Answer

  Date: 02/03/2023

   
  Complaint: 18869685
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 02/09/2023

  They were absolutely rhorrible to me. After they got a deposit from me to move me. 
  The way they handled their business. The way *************************** told me to quit calling.when I wasnt picked up for my move. They blocked me from emails. They blocked my phone numbers from contacting them. I do not accept their offer to move me in the future because they are permanently closed as the website states I will never move again, they didnt perform their job. I deserve a refund for the deposit.$1075.47
  
  

• Initial Complaint

  Date:11/10/2022

  Type:Service or Repair 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.

  This company is a scam. They quote you a move within your budget. Any money you give them is "non-refundable." You sign to the amount you can afford and the prices and fees just go up. No timeframe is given for the move until the day before, my move was late by a day. New information is given every time you talk to someone from the company... "back up moving date, delivery will take 3-5 days or **** days or contractually 21 days, there are fees for the amount of steps on your property, additional fees the week prior, etc." *********** was off of my quote by ***** cubic feet when I gave them the length, width, and height of every item of my move. This resulted in $5,000 on the day of moving after an additional $1,500 the week prior for adding 6 items. **************** is horrible, they hang up on people, mistreat people, and bully you into decisions. They can do this because the money is non-refundable and you have no money to use for another moving company. Upon delivery, numerous items of mine were broken... antique chests, numerous glassware, office chair missing wheel, grill was broken. Just over $***** of broken stuff. This company is horrible and maybe it's the moving industry in general. But this needs to be addressed. I'm currently trying to get ahold of someone from the company and I just keep getting sent to voicemail. No one has reached out to me since I've been calling for a week. I am requesting a refund for the $1,500 I paid for my QA call a week prior to the move when they were off by ***** cubic feet, and because they were a day late for my pick up I had to pay my apartment complex $750 to stay an additional day past my lease. They still did move my stuff (even if broken), so I don't want a full refund. I also want them to be investigated for relationships with mover contractors. To send money to the movers I had to use Zelle and wire transfers and their bank information wouldn't pull up so I sent it to a personal line. There's a lot more to this.

  Business Response

  Date: 11/21/2022

  We appreciate our customers' feedback, as a company, we are always looking for ways to improve our services.
  In response to their complaint we would like to address the following:
  On 5/23/2022 the company secured a position on our calendar and provided them with a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting a deposit of $2,265.24  to secure a position on our calendar. 
  Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized FMCSA ********************************************* ***** carriers. In fact, policy states, Please note that Final Destination Moving and Storage is a properly licensed interstate Broker.  Final Destination Moving and Storage is not a ***** carrier and will not transport an individual's household goods, but will coordinate and arrange for the transportation of household goods by another FMCSA authorized ***** carrier, whose charges will be determined by its published tariff.  All estimated charges and final actual charges will be based upon the ***** carriers tariff which is available for inspection from the carrier upon reasonable request. In acting as an interstate broker, Final Destination Moving and Storage is not responsible for any acts or omissions of the ***** carrier or its employees or agents. Customer agrees to exclusively pursue the ***** carrier directly for all claims for property damage, including without limitation, any claims of damage to property, lost or stolen goods, delayed pickup or delivery, actions of estimators, drivers, packers, or movers, or other types of claims.  Estimated price does not change unless the order has additional services, additional items to be moved, or additional weight or cubic feet to be moved which are not listed on the estimate along with packing services, materials, and unpacking services at an additional charge and are only included in this estimate if the services are specifically listed on the services section of the estimate.  
  We strive to accommodate customers arriving within the requested window for pickup and delivery, however, due to unforeseen delays, no promises can be made. In fact, the Binding Moving Estimate policy makes clear "All pickup, load and/or delivery dates are only estimates and are not guaranteed. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates."
  After careful review of the account and our cancellation policy, the company has concluded we not only stayed in communication with the Customer, but that we have executed our end of the Estimate.  As mentioned above there are no guarantees made, expressed or implied regarding pack, load and/or delivery dates as any unforeseen delay can occur.  The Customer can call our **************** Team and they will be able to provide the proper Claims information to submit a claim with the Carrier.  
  Thank you for your time and attention to this matter.
  Final Destination Moving and Storage LLC
  
  

  Customer Answer

  Date: 11/28/2022

   
  Complaint: 18386674
  
  I am rejecting this response because: Their estimate during the quality assurance call was off by ***** cubic feet. This resulted in a day of charge of $5,000 to add to the $1,500 a week before. I gave my representative a length, width, and height for every item my family and I would be taking. The items added the day of the move that were not on our list were things like an ironing board which adds almost no additional cubic feet. I still have gotten no explanation as to how they could be off by ***** cubic feet when I gave them a length, width, and height for every item taken. It's not like they were off by 50 cubic feet. In addition, I was never communicated that there's a backup moving date until the day before the move was scheduled. Period. Had I known that it was a possibility then I would have moved the date to ensure that my backup date would still work for me. The biggest frustration with this company is nothing is certain. I didn't know my final cost until the day my stuff was packed up ($5,000 curveball), I didn't know the day or time of my pickup/delivery, I didn't know when I was going to get a call (they just said someone will call you). Also, my move changed by ***** miles from *******, ** to ************, **. This ***** mile difference was never reflected in my price like my original salesman, ****, said it would. Final Destination on the quality assurance call and numerous supervisors said they don't send trucks to my area. I talked to my delivery driver the day of the move and I was the first of 7 deliveries he had, *****, ** was a spot he was going to after me and many other spots northeast of me. This is all on top of receiving horrible customer service/treatment from ********************************************* and *** Moving. They treat veterans horribly and dismiss/ignore all of my calls requests. Before this complaint they simply stopped responding to me and would send me to voicemail, not return my calls/texts. Their business model capitalizes on last minute increases in price and there's nothing the customer can do because of the non-refundable money. They did offer me a refund of $350 but that is a joke compared to the $1,500 increase a week before my trip, then $5,000 increase the day of the move, and my mileage of my trip not being reflected (***** mile difference). I understand it's an estimate, but being off by $5,000 the day of the move is unacceptable. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/30/2022

  The Customer esigned the Binding ********************** Estimate that has the pickup dates of 10/26/2022 -10/27/2022 along with the proper moving from and to locations with the total estimated cost.  The Customer's household goods were picked up on the back-up date 10/27/2022.  The Customer had additional cubic feet/items at pickup which caused an increase in the cost.  The *************************** Of Lading was reviewed with the Customer with our **************** Team on 11/4/2022.  On 11/10/2022 the Customer was also given the Carrier's claim information to be able to properly submit a claim for any broken/missing items.  Unless the customer can provide additional information, the company stands by our previous assertion.   
  Thank you for your time and attention to this matter.
  Thank you,
  Final Destination Moving and Storage 
  
  

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18386674
  
  I am rejecting this response because: You do not understand, I gave a length, width, height for every single item to my QA call. It's impossible for you to be off by ***** cubic feet. The additional items we took were things such as an ironing board, which adds almost 0 additional cubic feet. The form given to me on moving day was no filled out entirely. They also filled out the form differently than the inventory Final Destination does. For example, Final Destination itemized my bed as a "queen ******** set," the moving company broke it down to bed rail, ********, headboard, and many other extra parts. This accounts for the additional items. Not to mention, in front of ***** my wife and I threw away 8 items to the dumpster to reduce our footprint. Ask ***** and the crew. They also admitted that this happens all the time where Final Destination under-estimates and it leaves customers in a horrible spot. In addition, my wife and I gave the crew tips on how to break down awkward items such as our stroller mentioning that it folds down and the wheels come off. They refused to do this and I said it to them after they were a day and 2 hours late. Regarding me esigning the dates, I was not communicated the backup moving date one single time. Do you read every word you sign for on every contract? Your team failed to produce a consistent and informative message once to me since our relationship going back to May. I would not have agreed to this date knowing that there was a backup date. I trusted your company to move my family and I across the country at the initial quoted price from ****, understanding that there might be minor adjustments along the way. Being off by ***** cubic feet after giving Final Destination a length, width, and height for every single item and then throwing away items is unacceptable. That failure by your company is so embarrassingly off. It's a scam. There's no way that it can be off by that much after my QA call when I gave my rep a length, width, and height for every item and the additional few items from that call resulted in an additional $1,500+ fee. So within a week of me moving I paid $6,500 more, my moving date was not honored, I found out about the backup moving date the day prior to the move. Do you really think if I had been told that in May I would have kept that date? The company is dodging any responsibility by dying on the hill of "estimate" and "you signed the document." None of the paperwork I got from the movers was filled out on the bill of lading and I mentioned it. I was on the phone with supervisors the day of the move, and the weeks following the move and no one took responsibility or even apologized for anything. There is not information saying the dimensions of any item, condition of any item, and I brought it up with **********, and Final Destination. The answer was "well you can find another moving company." Not to mention being mistreated by your company, hung up on numerous times, and dismissed. Final Destination treats disabled veterans horribly and this reflects it. The other reviews online are awfully close to this situation and it needs to be noted that this business model with the no-refunds and changing information/cost up to the minute of delivery is criminal. 
  
  *********************

  Business Response

  Date: 12/17/2022

  Unless the customer can provide additional information, the company stands by our previous assertion.
  Thank you for your time and attention to this matter.
  Final Destination Moving and Storage LLC
  
  
  

• Initial Complaint

  Date:11/10/2022

  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.

  The estimate and contract were created on 4/20/2022 while our move dates were 07/01 with 07/02 as a backup. We overestimated the number of objects/furniture that we were going to bring in order to get the estimate on the highest possible end. But we decided not to bring quite a few of our major furniture (entertainment center, 2 nightstands, coffee table) but the amount we had to pay the day of was more than double what was agreed on in the contract. They did not come to pick up our stuff until very late in the afternoon on 07/03. The communication between the driver and the moving company was very poor (hence being so late). Because they were a day and a half late we were in a rush to get on the road, but then it took us 2 hours to pay the driver after everything was loaded. No one communicated with us that we could only pay the driver using Zelle (which is often a payment company used in scams). My bank does not work with ***** for this reason, and when my husband tried to set up his account with ***** it kept flagging it as fraud and shutting down his account. There were 2 hours of calls we had to make to our banks to set things straight, and because he had come late in the afternoon there were no banks open to take out a cash deposit of that size. We didn't arrive at our destination that night until 3 am because of the lateness and difficulties with the company. We were told our stuff would arrive after 5 business days. After those 5 days, we called constantly asking where our stuff was, and we would be told it would come that evening/next morning multiple times and that did not happen. It finally arrived in 11 business days. Many of our boxes were completely torn apart, especially the boxes that were CLEARLY labeled fragile. We lost many things in the move, even sentimental things that cannot be replaced, whether it be because it was broken in the move or it just never made it to the destination. It was all a nightmare and nothing matched the signed contract.

  Business Response

  Date: 11/24/2022

  We appreciate our customers' feedback, as a company, we are always looking for ways to improve our services.
  In response to their complaint we would like to address the following:
  On 4/20/2022 the company secured a position on our calendar and provided them with a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting a deposit of $606.02 to secure a position on our calendar. 
  Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized FMCSA ********************************************* ***** carriers. In fact, policy is that we are a properly licensed interstate Broker. We are not a ***** carrier and will not transport an individual's household goods, but will coordinate and arrange for the transportation of household goods by another FMCSA authorized ***** carrier, whose charges will be determined by its published tariff.  All estimated charges and final actual charges will be based upon the ***** carriers tariff which is available for inspection from the carrier upon reasonable request. In acting as an interstate broker, we are not responsible for any acts or omissions of the ***** carrier or its employees or agents. Customer agrees to exclusively pursue the ***** carrier directly for all claims for property damage, including without limitation, any claims of damage to property, lost or stolen goods, delayed pickup or delivery, actions of estimators, drivers, packers, or movers, or other types of claims.  Estimated price does not change unless the order has additional services, additional items to be moved, or additional weight or cubic feet to be moved which are not listed on the estimate along with packing services, materials, and unpacking services at an additional charge and are only included in this estimate if the services are specifically listed on the services section of the estimate.  
  We strive to accommodate customers arriving within the requested window for pickup and delivery, however, due to unforeseen delays, no promises can be made. In fact, the Binding Moving Estimate policy makes clear "All pickup, load and/or delivery dates are only estimates and are not guaranteed. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates."
  After careful review of the account and our cancellation policy, the company has concluded we not only stayed in communication with the Customer, but that we have executed our end of the Estimate.  As mentioned above there are no guarantees made, expressed or implied regarding pack, load and/or delivery dates as any unforeseen delay can occur.  The payment methods are in the Binding Moving Estimate that is esigned by the Customer prior to pickup (form of cashiers check, cash, postal money order.  If the Customer doesn't have any of those, some Carriers use Zelle at that time.)  The Customer can call our **************** Team and they will be able to provide the proper Carrier's Claims information to submit a claim with them for any missing/damaged items..  
  Thank you for your time and attention to this matter.
  Final Destination Moving and Storage LLC
  
  

• Initial Complaint

  Date:10/17/2022

  Type:Sales and Advertising 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.

  Date of transaction was 6/30/22 Amount. $1252.07 Was using company to move cross country. Details on what was happening with all of our property was not relayed to me properly or was hidden. A third party company was actually taking our property to move it and move it again. I was told that a large truck would be shared and would be starting the journey. Not that it would be moved multiple times before. Movers that came had almost zero knowledge of this company. Called on day of to voice my complaints and they seems to not care and then tried to charge more for the inventory list that was wrong. Which had been gone over days before. I was more or less told I was lying about what an employee had told me as well. All email info that I had saved regarding more numbers for the move are no longer accessible

  Business Response

  Date: 10/21/2022

  We appreciate our customers' feedback, as a company, we are always looking for ways to improve our services.
  In response to their complaint we would like to address the following:
  On 7/1/22 the company secured a position on our calendar and provided them with a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting a deposit of $1,252.07  to secure a position on our calendar. 
  Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized FMCSA ********************************************* ***** carriers. In fact, policy states, Please note that Final Destination Moving and Storage is a properly licensed interstate Broker.  Final Destination Moving and Storage is not a ***** carrier and will not transport an individual's household goods, but will coordinate and arrange for the transportation of household goods by another FMCSA authorized ***** carrier, whose charges will be determined by its published tariff.  All estimated charges and final actual charges will be based upon the ***** carriers tariff which is available for inspection from the carrier upon reasonable request. In acting as an interstate broker, Final Destination Moving and Storage is not responsible for any acts or omissions of the ***** carrier or its employees or agents. Customer agrees to exclusively pursue the ***** carrier directly for all claims for property damage, including without limitation, any claims of damage to property, lost or stolen goods, delayed pickup or delivery, actions of estimators, drivers, packers, or movers, or other types of claims.  Estimated price does not change unless the order has additional services, additional items to be moved, or additional weight or cubic feet to be moved which are not listed on the estimate along with packing services, materials, and unpacking services at an additional charge and are only included in this estimate if the services are specifically listed on the services section of the estimate.  
  We strive to accommodate customers arriving within the requested window for pickup and delivery, however, due to unforeseen delays, no promises can be made. In fact, the Binding Moving Estimate policy makes clear "All pickup, load and/or delivery dates are only estimates and are not guaranteed. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates."
  After careful review of the account and our cancellation policy, the company has concluded we not only stayed in communication with the Customer, but that we have executed our end of the Estimate.  The Customer refused service due to them having more cubic feet which is an additional cost.  Due to scheduling and routing reasons, the deposit/fee is not refundable. When the move is canceled, the Customer is only entitled to receive a credit of the deposit for future interstate moving services that is to be used by the cardholder within a 12 month period from the date of cancellation. If refusal of pickup by the carrier the deposit is forfeited.
  Thank you for your time and attention to this matter.
  Final Destination Moving and Storage LLC
  
  

• Initial Complaint

  Date:09/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have paid a total of $3,067.63 to Final Destination Moving and Storage in two installments. 1st installment was paid on June 30th, 2022, in the amount of $1,396.63, and the 2nd installment was paid on August 22, 2022, in the amount of $1,671.00. They provided me a quote based on what I reported would need to be moved from ********** ** to ****************** **. Total Moving Estimate $6,281.24, which per the person quoting me, told me was an overestimate based on our items. The moving driver did not arrive until the afternoon of Sunday, August 21st, 2022 after delaying our move multiple times on Saturday, August 20th, 2022. They were to arrive Saturday at 10:00 am and never arrived. Then they were to arrive Sunday at 8:00 am. The driver did not arrive until Sunday afternoon. Once the driver from RA Moving, LLC arrived, he said that he had been pulling an all-nighter, and he was told that our move was a full pack. It was not a full pack. We had packed almost everything. The driver then proceeded to provide a quote of what the actual cost would be to move our items. He informed us that the broker (Final Destinations Moving and Storage) gave us a gross underestimate of what our actual moving cost would be. He gave us a final quote of $11,237 and $8,107 would be what remained for us to pay to have him move our items. We could not afford this, so we had to turn him away. We contacted Final Destinations to request our money back up to the 15% deposit listed on the quote. We emailed the driver quote per their Final Destinations request. They have not refunded us. After performing more research about this company, they have been known to do this others. They underquote their customer, the driver shows up, and then requests thousands more dollars which leaves the customer in a bind. If the person is in the same situation as we found ourselves in and cannot afford to pay the amount, Final Destinations does not refund any money back.

  Business Response

  Date: 09/26/2022

  We appreciate our customers' feedback, as a company, we are always looking for ways to improve our services.
  In response to their complaint we would like to address the following:
  On 6/27/2022 the company secured a position on our calendar and provided them with a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting a deposit of $1,396.63 to secure a position on our calendar. 
  Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized FMCSA ********************************************* ***** carriers. In fact, policy states, Please note that Final Destination Moving and Storage is a properly licensed interstate Broker.  Final Destination Moving and Storage is not a ***** carrier and will not transport an individual's household goods, but will coordinate and arrange for the transportation of household goods by another FMCSA authorized ***** carrier, whose charges will be determined by its published tariff.  All estimated charges and final actual charges will be based upon the ***** carriers tariff which is available for inspection from the carrier upon reasonable request. In acting as an interstate broker, Final Destination Moving and Storage is not responsible for any acts or omissions of the ***** carrier or its employees or agents. Customer agrees to exclusively pursue the ***** carrier directly for all claims for property damage, including without limitation, any claims of damage to property, lost or stolen goods, delayed pickup or delivery, actions of estimators, drivers, packers, or movers, or other types of claims.  Estimated price does not change unless the order has additional services, additional items to be moved, or additional weight or cubic feet to be moved which are not listed on the estimate along with packing services, materials, and unpacking services at an additional charge and are only included in this estimate if the services are specifically listed on the services section of the estimate.  
  We strive to accommodate customers arriving within the requested window for pickup and delivery, however, due to unforeseen delays, no promises can be made. In fact, the Binding Moving Estimate policy makes clear "All pickup, load and/or delivery dates are only estimates and are not guaranteed. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates."
  After careful review of the account and our cancellation policy, the company has concluded we not only stayed in communication with the Customer, but that we have executed our end of the Estimate.  Per the Carrier there was an additional 327cf needed day of pickup.  Additional items/cubic feet and any packing that wasnt listed on the Binding Moving Estimate by Customer caused the price to increase accordingly.  Due to scheduling and routing reasons, along with refusing service, the Customers deposit/fee is not refundable.  They are only entitled to receive a credit of the deposit for future interstate moving services to be used by the cardholder within a 12 month period from the date of cancellation.  
  Thank you for your time and attention to this matter.
  Final Destination Moving and Storage LLC
  
  

• Initial Complaint

  Date:08/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I arranged the move of our household goods via Final Destination. During the process of estimating the amount to be moved, the pick up, and drop off destination we signed an agreement for estimated services. That agreement states this is not a contract, but an agreement based on the estimated services above. Those estimated services include a range of pick-up dates, the estimated amount to be moved, locations for pick up and drop off. During the scheduling process I was told 3 times this deposit goes towards the final cost. It became clear to my wife and I that the company was not able to meet the estimated dates of move (Aug 6/7, 2022). This company calls actual truck-owning moving companies and plays middle man. When I told the company that the dates they were saying the driver was going to arrive at our pick-up location were outside of the range of dates in the estimate, they said tough. I advised them that I would like to cancel my move with them to which I was told that the non-contract agreement we signed held them to no accountability to provide their services, but states that the refund of $4625.67 deposit was non-refundable. This was not explicitly stated by their representatives prior to our agreement, nor does it appear to be a legitimate claim based on the verbiage in the agreement signed which starts with this is not a contract, but an agreement that is based entirely on the specific estimates above. Given that they failed to meet the estimated dates, their poor customer service, and ambiguously written agreement, I feel its best to highlight this to the BBB. $4600 is a third of our savings, and as new homeowners, as well as parents to a small child, we cant just let this go.

  Business Response

  Date: 08/11/2022

  We appreciate our customers' feedback, as a company, we are always looking for ways to improve our services.
  In response to their complaint we would like to address the following:
  On 7/11/2022 the company secured a position on our calendar and provided them with a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting a deposit of $1,860.37 to secure a position on our calendar. 
  Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized FMCSA ********************************************* ***** carriers. In fact, policy states, Please note that Final Destination Moving and Storage is a properly licensed interstate Broker.  Final Destination Moving and Storage is not a ***** carrier and will not transport an individual's household goods, but will coordinate and arrange for the transportation of household goods by another FMCSA authorized ***** carrier, whose charges will be determined by its published tariff.  All estimated charges and final actual charges will be based upon the ***** carriers tariff which is available for inspection from the carrier upon reasonable request. In acting as an interstate broker, Final Destination Moving and Storage is not responsible for any acts or omissions of the ***** carrier or its employees or agents. Customer agrees to exclusively pursue the ***** carrier directly for all claims for property damage, including without limitation, any claims of damage to property, lost or stolen goods, delayed pickup or delivery, actions of estimators, drivers, packers, or movers, or other types of claims.  Estimated price does not change unless the order has additional services, additional items to be moved, or additional weight or cubic feet to be moved which are not listed on the estimate along with packing services, materials, and unpacking services at an additional charge and are only included in this estimate if the services are specifically listed on the services section of the estimate.  
  We strive to accommodate customers arriving within the requested window for pickup and delivery, however, due to unforeseen delays, no promises can be made. In fact, the Binding Moving Estimate policy makes clear "All pickup, load and/or delivery dates are only estimates and are not guaranteed. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates."
  After careful review of the account and our cancellation policy, the company has concluded we not only stayed in communication with the Customer, but that we have executed our end of the Estimate.  Our policy clearly states that there can be unforeseen delays that can cause the delay in pick-up and or delivery and that we are a Broker.  On 8/6/2022 our Dispatch Team offered the Customer to cover the $150.00 expense for an additional storage for a day, and the Customer denied the offer.  The Customer canceled their move.  Per our policy there are no refunds due to scheduling and routing reasons. The Customer is entitled to a credit move within a12 month period from the date of cancellation.
  Thank you for your time and attention to this matter.
  Thank you,
  Final Destination Moving and Storage LLC
  
  

  Customer Answer

  Date: 08/12/2022

   
  Complaint: 17698313
  
  I am rejecting this response because it is implicitly stated at the beginning of the text below the estimate that this is not a contract. It is wrong to handle your business in a way that absolves you of all responsibility/customer service/timeliness and holds the consumer liable regardless. What is to prevent you from saying we can't move your items for another 4 months? People sell homes and have to be out by a certain date, they end rentals for storage units and have to be out by a certain date, they close on homes and starts jobs on certain dates. For you to provide a business that moves people who are bound by dates but apply none to your own practice and yet write a "non-contract" that takes thousands away from customers while you are under no obligation to provide a service is wrong. Offering $150 for our storage covers only half, not including the $145 per night for another 2 nights hotel IF you showed up on time, my wife missing work days, etc. If you are unable to complete the service within the signed estimates, refunds should be given to your customers if they chose to cancel their move. You should also ensure that your employees speak very clearly and state when they are talking to customers PRIOR to signing one of you contractual non-contracts, that they don't have to arrive in the given time frame but the customer still needs to pay instead of saying "don't worry this will all go to your move and we'll be there on the right date." You misled, you failed to provide a service within the estimates. If you are not bound by the estimates, then I should not be bound to hand your company a free $4600 which is a third of our savings and very impactful on our lives. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/15/2022

  Unless the customer can provide additional information, the company stands by our previous assertion as in the Binding Moving Estimate it clearly states that there can be unforeseen delays and that we are a Broker.
  Thank you for your time and attention to this matter.
  Thank you,
  Final Destination Moving and Storage LLC
  
  

  Customer Answer

  Date: 08/17/2022

   
  Complaint: 17698313
  
  I am rejecting this response because what you do is put families in a position where they are spending hundreds per night, are sleeping on couches, are delaying starting at new jobs, all while trying to coordinate with multiple other business in an attempt to get their lives moved. If you cannot provide the service you are paid to provide, then you should offer a refund. You cannot get paid for doing nothing. It is morally and ethically wrong to take thousands of dollars from a family for doing nothing but causing them anguish. Additionally, the email you stated that you would send with information regarding the cancellation policy that you want me to review then submit my final cancellation CAME 7 DAYS LATER. It was also not a contract, similarly to your "binding" estimate that binds you to nothing. 

  I would like you to review the first 2 or 3 phone call transcripts and let me know when you hear your representatives tell me that the deposit is non-refundable.  I would also like you to tell me what they say about the arrival. And finally, I would like a refund. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/19/2022

  We strive to accommodate customers arriving within the requested window for pickup and delivery, however, due to unforeseen delays, no promises can be made. In fact, the Binding Moving Estimate policy makes clear "All pickup, load and/or delivery dates are only estimates and are not guaranteed. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates."  Pick-Up ETA was confirmed for 8/8/2022.  The Binding Moving Estimate states in multiple places that due to scheduling and routing reasons its non-refundable.  Unless the customer can provide additional information, the company stands by our previous assertion.  Please refer to the attached Binding Moving Estimate from earlier. 
  Thank you for your time and attention to this matter.
  Thank you,
  Final Destination Moving and Storage LLC