Complaints

• Initial Complaint

  12/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  During August of 2024, I attempted to coordinate a long-distance move for myself from ******** ***** to ******** *****. I eventually settled with a moving brokerage company called Moving Solutions based in ******** and coordinated to move for approximately $2500 in total. They subcontracted *********** named ****************** the actual carrier. We arranged the pickup for October 13, 2024. I was contacted by a man named ***** ***** who said he was the dispatch supervisor, and I was informed he required $658 as a deposit for the movers to show up and begin the move. He would only accept payment by ****** the money transfer company. Through my mother's account, I transferred $658 via Zelle to *****************. On the morning of October 13, two men in plain red polo shirts came to my residence, surveyed my belongings, contacted Mr. **** and Mr. **** contacted me and said he required an extra $1600+ to continue the move. My husband and I surveyed the moving truck, which was a UHaul, and decided to cancel the move. I spoke with Mr. ***** informed him thusly and requested a refund. His workers never touched my belongings. Yelling at me, he rapidly spit numbers at me so I could "do my own math," insisted I "read the contract" and refused any refund when I quoted it to him. He called me several times over the next few hours, refusing to speak with my husband or myaunt, who was helping me financially with the move. I answered his call once that evening, and he said his company had chosen to honor the original estimate after all. He then called me 18 times over the next two days. Upon further consultation with my aunt, I blocked his phone number.

  

  Business response

  12/12/2024

  Hello Ms ************* name is **** one of the **************** ,First we want to let you know that ***** is no longer an employee of the Company and also since we did not move you we do not have a file for you but we did see the Note for your Move .All I can tell you that the $658 that you paid is the deposit for or company and if you read the Cancellation Policy on our Company its said Customer can only received refund 72 Hours prior to the Pick up Or we failed to show up at all.The amount you paid went toward the Rental of that U-Haul and Materials and Payroll .

  You admitted that the crews and you then decided to cancel the Move on site , when that happens you are not liable to any refund since you refuse to let us perform the Move. The Additional Cost was based on the additional Volumes that was Revised by our ******* on Site. The reason why ***** called you many times and said that we will honor that price is because Moving Solutions agreed to paid us  for any additional Volumes or Cube feet that you have on your behalf and you did not respond,

  If you call Moving Solution themself they will tell you that you not entitled to a refund of the deposit you paid us or them since you cancelled the Move when they team arrived ,that is on their contract and ours and that is alsoon are Tariff.If you have any other question please call us at *************.

  Customer response

  12/13/2024

  Complaint: 22674475
  
  I have reviewed the business' response and am rejecting it because:
  
  Dear Sir(s):

  Please note that when staff claiming to be employed by ***************** arrived at my residence on the morning of October 13, they had no identifying information with them at all, including but not limited to 1.) hand trucks/dollies 2.) boxes 3.) moving blankets, 4.) uniforms or polo shirts: 5.) identification badges, or 6.) company vehicles. Instead, two anonymous men with a UHaul were claiming to be associated with your company.  When questioned further by my husband whether or not they had the rental agreement for said *****, they admitted that they did not and it was "in the other truck" which "had a flat tire." Federal law requires that proper licensing and Department of Transportation registration must be present in order to transport these types of goods as an LLC over long-distance moves, and these men had none of those requested and required documentation. 

  Additionally,  on the morning of October 13, I called and made contact with Moving Solutions,  who maintained that their assessment was proper and accurate. I had made an itemized inventory in which I had described my possessions numbering approximately 43, including about (but not to exceed) 20 boxes. We then calculated 1700 cubic feet of space required, no less than three rooms in a one-bedroom apartment to be moved. Oddly enough,  I then received an email from MD Transportation estimating I needed 300 cubic feet of space and less than one room to be moved, all before the "movers" arrived. 

  The actions perpetrated by MD Transportation are not an exchange of goods for services, thus being a breach of contract.  It does not matter that the money was spent or what it was put towards; it does matter that I paid for the belongings to be moved and they were not, mostly because of fraudulent practices by a man who is allegedly not an employee at the company anymore. ***************** is still responsible for the actions of its employee at that time, and demanding an extra $1600+ because of altered documents is completely unacceptable, as is the theft of a deposit for services not rendered.

  Sincerely,
  
  **** **********-**********

  

  Business response

  12/19/2024

  Thank you for the Response

  The Proper License was presented to you by email and as we said before all our paperwork is done electronically,If you call Moving Solution and talk to them they will themself tell you that a Refund is only eligible if the Carrier don't show Up.The Amount we collected was our Deposit of the pick up and that amount went to Payroll and Moving Materials and Rental of the equipment and the Storage were your stuff was supposed to be going for a week until the trailer make the Delivery.

  No Moving Companies will refund customer that canceled the move on site when the guys is there, that is the policy for all The Carrier in the Moving Industry .As for Moving Brokerage like Moving Solutions i can't speak on that since our Company is not a Broker but an Actual Carrier.

  Our Policy clearly said the only time a customer is entitled to a refund if is we failed to show up and that is not the case here ,you clearly acknowledge that you decided to cancel after we told you that your actual CF Move will increase base on the Space your items .Please read our BOL That you received electronically that day and you can see under the Payment Terms and Condition that we do not refund deposit if customer cancelled the move while the crews is at their house .You refuse to get Pick up and relay that Message to Moving ************************* and they clearly said that you were wrong on that and that themself will not refund you the $1,404 they collected and that you also tried to do charge back on that.

  At this point Ms **** we sorry to tell you that according to our Payment Policy we will not be refunding this amount since it has been spend toward your move in advance (Trucks ,Materials and Tools,Storage and Payroll).We will advise you to contact your Original Estimator Moving Solution and they will tell you that is in line in all the Moving Company Policy if a Customer refuse to get pick up on the day of the Move.

  Thank You for Understanding and if you have any Question or need more Clarity please call our Office at *************

  

  Business response

  12/19/2024

  Here Another Proof that you Mentioned that you and Moving Solution agreed that you needed 1700CF Space if that was the Case why then Moving Solution estimated your 3 Bedrooms for only 343CF wish is less that a Storage Unit 5 By 10 by 8feet .

  You needed a 26 Ft Truck to move you full wish is a 1700CF but your estimate was booked only by 343 CF.We will have forward you the Original Estimate that we attached here to you directly and CC the BBB so they can see its not 1700CF but 343CF.

  That is why we did the revised on site and told you that your Move Price will increase due to the items volumes and Space that they will take in the Truck.

  

  Business response

  12/19/2024

  Here Another Proof that you Mentioned that you and Moving Solution agreed that you needed 1700CF Space if that was the Case why then Moving Solution estimated your 3 Bedrooms for only 343CF wish is less that a Storage Unit 5 By 10 by 8feet .

  You needed a 26 Ft Truck to move you full wish is a 1700CF but your estimate was booked only by 343 CF.We will have forward you the Original Estimate that we attached here to you directly and CC the BBB so they can see its not 1700CF but 343CF.

  That is why we did the revised on site and told you that your Move Price will increase due to the items volumes and Space that they will take in the Truck.

  Customer response

  12/20/2024

  Complaint: 22674475
  
  I have reviewed the business' response and am rejecting it because:
  

  Dear Sir(s): 

  Thank you for forwarding your copy of the living contract you received from Moving Solutions.  Interestingly, I also received the same document,  which I have attached for your benefit.

  Equally interesting,  all of my belongings fit comfortably into an 800-square foot apartment,  and as you will notice from my inventory, I was not planning to move either my couch or my loveseat, further reducing the load.

  Additionally,  if we contact the men you assert were indeed working for you, they will attest that they estimated the load to take approximately 65 to 70% of a 17-foot Uhaul. A 17-foot Uhaul has a volume of 865 cubic feet (**********************************************************************), and 70% of 865 equals ***** cubic feet.  The estimate by Moving Soultuons was far above that,  but it is better to overestimate than underestimate. 

  As a final point, you may notice that in the Moving Solutions contract, there is the clause that the estimate is binding. The property to be transported may be charged up to and including the amount in the contract but not to exceed it; the only time this does not apply is if the inventory estimate was incorrect.  Conveniently, it was, so naturally your company would want to charge me more.

  The fact still remains that your company took the money for services they did not perform, which they were ultimately hired to do. That is a simple breach of contract. Therefore I am entired to a full and immediate refund.

  
  Sincerely,
  
  **** **********-**********

  

  Business response

  12/20/2024

  We are not ************************  

  Customer response

  12/26/2024

  Dear Sir(s): 

  This case relates to an an earlier filed one about MD Transportation based in *********, ********* 

  Pleae find attached multiple screenshots of estimates I recieved from Moving Solutions, who contracted out to ***************** to physically do the long-distance move I required for *******, ***** to *******, *****. Additionally, please notice that 1.) There appeared to be no fixed price on the "binding" estimate for which I was charged an extra $500 dollars for; 2.) Websites for which I was looking at the contract constantly kept changing (**************************, *******************************, etc); 3.) I would receive more than one estimate from Moving Solutions in one day; 4.) After speaking on the phone with a person by the name of ******* on the phone, my aunt and I asked for a receipt of money already paid and we were met with a cagey answer and essential refusal to provide one [please see included text message]. "*******" would not respond to me afterwards. 

  After the "movers" from MD Transportation showed up at my residence on October 13, 2024, I called customer service at ******************** to attempt to rectify the situation and spoke to an extremely rude woman with a strong New York accent. She informed me that if the estimate of the movers differed from the estimate on the paperwork, I could either provide the extra demanded cash or leave my belongings. I asked to speak to a supervisor, she claimed to be one, and abruptly hung up on me. I chose to cancel the move rather than be scammed.

  I assert that Moving Solutions and MD Transportation are in cahoots to both create scams and commit theft of both money and/or people's belongings when people have no other alternatives. 

  Sincerely,  

  **** **********-Fitzgerald 

  Customer response

  12/26/2024

   
  Complaint: 22674475
  
  I am rejecting this response because:

  
  Please view the previous notations I have sent earlier this afternoon.  

  
  Sincerely,
  
  **** **********-**********

  

  Business response

  12/26/2024

  I do not know how to respond to this, you are sending payments to another company and complaining to us.

  Customer response

  01/04/2025

   
  Complaint: 22674475
  
  I am rejecting this response because:
  Dear Sir(s):

  Please be aware that I am working on acquiring the payment and transaction history submitted to Moving Solutions by my aunt, ***** ******, who is included on the contract originally drawn up by Moving Solutions. I was the one to ultimately sign the document. 

  Please stand by; I respectful ask for a continuance (a small amount of time) while we track down this information.  

  Sincerely,
  
  **** **********-**********

  

  Business response

  01/07/2025

  What in the world is going on.  You booked a move, you paid the carrier in line with the Bill of Lading.  You are confusing me.

  

  Business response

  01/08/2025

  As outlined in the contract you signed, payments are non-refundable under the following conditions: (1) 72 hours after signing the Bill of Lading (BOL), (2) within 7 business days of your scheduled move, or (3) once a truck has arrived at your location. In this case, all three criteria were met.

  Customer response

  01/10/2025

   
  Complaint: 22674475
  
  I am rejecting this response because:
  

  
  Dear Sir(s):

  Please note as evidenced in the images submitted, the move was cancelled. It is noted in the system by ***************** as "CANCELLED." As provided by Florida Statutes Title XXXIV, Ch. ********, "Cancellation occurs when either party puts an end to the contract for breach by the other and its effect is the same as that of "termination" except that the cancelling part retains any remedy for the whole contract or any unperfomed balance." ***************** acted as a subsidiary of Moving Solutions and its "failure" to notify Moving Solutions of the cancelation is its fault.Also, as I noted in the original complaint filed in December, I had attempted to notify Moving Solutions of the situation the time of the arrival of the truck. Again, there individuals who arrived neither carried nor could produce any type of identification, documents or proof that they were in any way, shape or form affiliated with MD Transportation or Moving Solutions. As evidenced by the call log submitted, there was one call made to Moving Solutions for a duration of one (1) minute, when I was rudely dismissed by a woman who claimed to be a customer service supervisor, and then abruptly hung up on.

  The Moving Solutions representative who previously responded to this claim alleged a *****% satisfaction rate with the handling of  long-distance moves. In fact, there are no fewer than forty-six (46) separate complaints lodged about Moving Solutions with the ************************ that have been displayed on the BBB website since 2023. Moving Soultions currently has an alert put out by the Better Business Bureau for a pattern of customers being overcharged and and ********************' refusal to refund them. Interestingly, this is exactly my complaint!

  Moving Soultions alleges that they are entitled to the sum of money my aunt, ***** ******, and I paid to them because the three policies in the contract I signed were met. While I agree that the three policies were met, the contract Moving Solutions vehemently insists on was breached. An exchange of goods (money) was to be made for their services (a long-distance move). They did not perform. Quite simply, they cannot have both. 

  I demand a full, complete, and immediate refund, as well as damages to cover the costs of having to house my belongings in a storage unit indefinitely, plus the cost of a second moving company to move them there, until a more suitable solution may be found. Moving Soultions, MD Transportation and its employees should be ashamed of themselves for orchestrating such an abominable sheme on my husband, a disabled veteran who then served his country as a police officer and firefighter for thirty (30) years and myself, his new wife, who had been married for less than two weeks.
  

  Sincerely,
  
  **** **********-Fitzgerald 

   

  

  Business response

  01/10/2025

  Moving Soultions alleges that they are entitled to the sum of money my aunt, ***** ******, and I paid to them because the three policies in the contract I signed were met. While I agree that the three policies were met,

   

  the contract terms were met, you are not entitled to a refund for any reason.

  Customer response

  01/19/2025

   
  Complaint: 22674475
  
  I am rejecting this response because:

  Dear Sir(s):

  Reiterated: the contract was cancelled due to rejection of the goods/conditions upon inspection, as is buyers' right stated in FLA. STAT. ******* (2024), "If the goods or the tender of delivery [in this case, the movers and their equipment, including but not limited to any dollies, moving blankets, boxes, braces and the moving truck itself] fail in any respect to confirm to the contract, the buyer may (a) reject the whole(,)" thus rendering the contract NULL AND VOID. ** inabilty to identify either the men who claimed to associated with MD Transportation or Moving Soultions, their equipment nor their transportation (U-Haul) without any documentation is completely unacceptable. Moving Solutions can name as many policies or conditions as they wish in the "contract," but without proper elemental foundation, it fails the test to stand independently, meaning there was no contract in the first place. The legal conditions required to make this "contract" were therefore not met and it is UNENFORCEABLE, i.e. one does not focus on tying a pretty bow on the curtains when one's house is on fire. Legal professionals make their careers studying the elements of what forms enforceable and nonenforceable contracts both in and out of the courtroom. Names such as ****** Day ******** and **** Bader ******** should ring a ****.

  Reiterated: I had attempted to notify Moving Solutions itself that the move had been cancelled, but was hung up on by a female customer service representative presenting herself as the supervisor. I would be delighted to inform the company in writing, however, any and all communications from Moving Soultions representatives continued to come from differing websites and go to a generic email box: *******************************; ************************, **************************; and ***************************** which is signed by people simply known as ***** and later *****. Moving Soultions, acting as an incommunicative, ignorant and then invisible company has rejected my attempts to inform them personally that the move was cancelled. 

  MD Transportation, however, acting as a subsidiary of Moving Solutions, was fully aware of the cancelation and had it in their system. If they failed to report it, it is their oversight and responsibility.

  Note that if one refers back to the "contract" provided to me, Moving Solutions is not mentioned at all. A company named DCZ Logistics is named repeatedly in the contract, which, after some research, appears to be an alternate name Moving Solutions, a.k.a. Top Moving Solutions, a.k.a. DCZ Moving appears to operate under. This entity seems to use these names interchangeably and at will. In the individual sector, these are known as "aliases" and individuals generally use such names to cover up illicit behavior. Using the same techniques in the corporate world is not unheard of.

  Reiterated: I request and require a full refund of any and all monies paid to both Moving Solutions and MD Transportation in expectation and consideration of this move that was cancelled due to the shortfalllings of individuals who claimed to be employees of the aforementioned companies. Additionally, I seek damages in order to pay for my belongings to be in a storage unit indefinitely until another option can be found and for the services of a local moving company to move my belongings to that storage unit.
  
  Sincerely,
  
  **** **********-**********

  Customer response

  01/21/2025

  Greetings: 

  Due to the dissatisfactory response of the response of Moving Solutions, I wish to proceed to mediation. 

  Thank you. 

  ***** **********-Fitzgerald 

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had selected this moving company on line and was told how the payment was to be made. I was given direction to send my deposit by check trough my phone taking a photo in which i did. but was also told if i needed to cancel at any time before the due date of my move I was able to do so. I had did some research about this company and the write up about them was not good. called and spoke a a Mr ******* ******** to cancel and was told by him that I would get my refund in about 18 days. 18 day have passed and did not receive any refund. I made many many phone calls to this Mr ******** and never got a response . Sent him many e-mails again no response . They took my money and did not render any service to me

  

  Business response

  12/09/2024

  You scheduled a move for November ***** and later sent an email on December 3 without any message in the body. We responded promptly, but you did not follow up. Despite multiple attempts to reach you, you have been entirely unresponsive and are now filing a complaint.
  This situation highlights why we require depositsto safeguard against losses incurred from unfulfilled commitments. In fact, the costs we incurred on your job exceeded the deposit amount. By failing to honor the agreement, you have caused unnecessary disruption and expense.
  We encourage you to approach this matter constructively and reach out if you wish to resolve it amicably.

• Initial Complaint

  12/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I spoke to ***** ******** through Moving Solutions on September 18th to have our things moved from *************, ** to ************, ** in late November. ***** said if I changed my mind and wanted a refund, I could submit a refund request by November 8th and receive a full refund. After many attempts, calls and emails, to reach Moving Solutions for a refund I finally received a response on November 6th from ***************************** stating they sent the refund request to the billing department. I have made multiple attempts to reach the billing department to receive information about my request and all Ive received back is an automated email, no reply with information about my refund. Today marks one month since my request was submitted and *** still received no refund and no response. It explicitly states in their email that it could take up to one month, so I shouldve heard something by now. I have emails to prove my many attempts of communication that have been ignored. I just need my refund of $1,105 back ASAP. My move number is *******, authorization ID is ******** and invoice ID is 7159.

  

  Business response

  12/06/2024

  A check was mailed to the pickup address on November 14, 2024, well within the time frame specified in our contract. If you prefer to collect the check in person, we can void the one that was mailed.
  We have communicated with you on multiple occasions regarding this matter. While we understand your frustration, filing a BBB complaint is not a constructive way to resolve this issue, in our opinion. Please let us know how you would like to proceed. Thank you.

   

  Customer response

  12/06/2024

   
  Complaint: 22649826
  
  I am rejecting this response because:

  I havent once been notified of a check sent to my previous address. I have spoken to many people through Moving Solutions and nobody relayed this information. Again, I have the emails saved to prove this. I have not received the check and would like the previous check to be voided and a new one sent to the following address: 

   

  *******************************************

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

  

  Business response

  12/06/2024

  Its important to provide proof if you moved locations without notifying us and subsequently did not receive the mail we sent. Continuing to pursue your complaint under these circumstances appears unreasonable and counterproductive. 

  Customer response

  12/06/2024

   
  Complaint: 22649826
  
  I am rejecting this response because:

  Again, I tried to get information from your team about my refund and nobody responded. I wasnt notified that my check was sent out and havent received one yet. Given that all mail from the previous address was forwarded to my new address, I shouldve received it by now. I am happy to send proof of my new address so I can receive the refund Im expecting to receive. 
  Also, I just spoke to ****** through **************** at ******************** and she informed me that Moving Solutions will not send me a check until I remove the complaint from Better Business Bureau. This is coercion and not only is it unethical, but its also illegal. I expect to receive my refund immediately to my new address. 

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

  Customer response

  12/06/2024

  I received an email with the following refund contract from Top Moving Solutions a few hours ago. As you can see, they are trying to coerce me into taking the review down by stating they will not give me my $1,105 back unless I take the review down and commit to not posting a negative review in the future. Note whats highlighted in the document. I will not agree to these terms. Also, one of their managers cussed me out on the phone earlier today and attempted to claim I am not eligible for the refund, even though they claim they sent the refund by check in November. (It doesnt add up that they wouldve sent a refund Im not eligible to receive.) I have a full recording of this conversation. 
  
  

  

  Business response

  12/09/2024

  The client is ineligible for a refund under the terms of the contract. However, we offered a refund contingent upon her closing her complaint positively. She declined this offer and chose to proceed with the complaint.
  For reference, the attached documentation confirms her scheduled move date as September 18. She has stated that she canceled on November 6, which exceeds the allowable cancellation period. The cancellation policy is also attached for further clarification.

• Initial Complaint

  12/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I can reach out to customer service to discuss the delivery. No one replied my email or call me back. I have to contact their seller and got one email and they never replied again. They are holding all my belongings and never let me know hows the delivery will be scheduled.

  

  Business response

  12/05/2024

  Delivery is 0-30 business days with an average, it is discussed at length verbally and in email prior to booking.  It goes from first available delivery date not pickup date and can be altered by setting a FAD, having requirements about time or day or day or week, and other factors 

• Initial Complaint

  10/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Beware Moving Solutions of ************* of ******* is a SCAM. They quoted us a price of $249 a hour for 3 men and 3 hours to move our stuff 30 miles, anything after 3 hours would be an additional $249 a hour with no weight or volume limits. They required a $600 deposit to book the movers. When the movers showed up a day after our requested date we were told they wanted an additional $2800. There was 1 man and 1 woman sent to us. We immediately called their office number and also the private number of the person who set our up move. As the movers came late in the afternoon the office was already closed. We sent the movers away. When we tried calling both numbers the next day, those numbers were no longer accepting calls from our area code. WE WERE SCAMMED AND WE WANT OTHERS NOT TO BE VICTIMS LIKE US.

  

  Business response

  10/05/2024

  Thank you for bringing this to our attention. We take all feedback seriously and aim to ensure that every customer has a positive experience. We would like to look into this matter further to understand what occurred. Please contact us directly so we can review the details of your situation. We are committed to addressing any concerns you may have.
  

  Customer response

  10/08/2024

   
  Complaint: 22384526
  
  I am rejecting this response because: I'm rejecting this response as there was no phone number to call or email address to contact. I've been trying to contact them but when I do call the numbers I get a recording that says they aren't accepting calls from my area. I would prefer to do everything through the BBB to have 
  records of everything they say.
  Sincerely,
  
  Debbra Merrill

  

  Business response

  10/08/2024

  Well.  We do not do local moves in California.  We do not have you in our system.  And we do not price by the hour.  So if you do not want to call us to give more details we can not help.

  Customer response

  10/08/2024

   
  Complaint: 22384526
  
  I am rejecting this response because:
  
  Sincerely,
  
  Debbra Merrill

  Customer response

  10/08/2024

  The latest response still didn't offer a way to contact them. I have a copy of the check they took from me front and back. They have also remove my access to the contact I refused due to incorrect data.

  Customer response

  10/08/2024

  There was no option to tell the business why I was rejecting the second response

  Customer response

  10/08/2024

  Including 

  Electronic signature 

  Email from person we dealt with 

  Text showing our check sent to the phone number 

  All the documents show we dealt with moving solutions.

  Please reopen this case 

  Customer response

  10/08/2024

  Including 

  Electronic signature 

  Email from person we dealt with 

  Text showing our check sent to the phone number 

  All the documents show we dealt with moving solutions.

  Please reopen this case 

  Customer response

  10/08/2024

  Including 

  Electronic signature 

  Email from person we dealt with 

  Text showing our check sent to the phone number 

  All the documents show we dealt with moving solutions.

  Please reopen this case 

  

  Business response

  10/09/2024

  We do not have payment from you either.

  Customer response

  10/09/2024

   
  Complaint: 22384526
  
  I am rejecting this response because: See the 3 items submitted regarding this case which has been reopened
  
  Sincerely,
  
  Debbra Merrill

  

  Business response

  10/09/2024

  I see no documents

  Customer response

  10/09/2024

   
  Complaint: 22384526
  
  I am rejecting this response because: Documents have been filed with the BBB and acknowledged. Please check the case file
  
  Sincerely,
  
  Debbra Merrill

  

  Business response

  10/09/2024

  You are not listed on the file; Dennis Merril is the account holder. His move was priced by the cubic foot, not by the hour. The cancellation policy, along with his signature, is attached for your reference.

  Customer response

  10/10/2024

  Please note that the electronic signature and the email from the agent were both addressed to me. Also the joint check was signed by me.

  Also note that we were told that there would be 3 men for 3 hours, also anything over 3 hours would be $249 an hour. They sent 1 man and 1 woman who told us they needed $2800 to move our property. 

  

  Business response

  10/15/2024

  It says I have nothing to do, but then says I have to do nothing in 10 business days.  So I am doing nothing and something at the same time.

  

  Business response

  10/15/2024

  I understand you are upset, but we did what your husband hired us to do.  Attached is the signed Bill of Lading pricing the job by space not hourly.

  Customer response

  10/15/2024

  Please reopen this case so I can respond to this scam.

  Customer response

  10/16/2024

  There is no Bill of Landing on this file. Dennis never signed anything.  Both my husband Dennis and I were included in all conversations. Now these people are making up stuff. 

  Please note there are other complaints regarding this company. Please reopen this file so we can give the proper response to these lies. Others have the right to know how this business operates. 

  We understand you can't do anything to enforce their actions, but we would like to respond to their untrue statement here, before we continue the many other avenues that will make the public aware of this business practices. 

• Initial Complaint

  10/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sent a deposit to them for moving home for $2995. and ******* ***** informed me that if I changed my mind for any reason I would get a refund. I kept in contact with them and told them I was not ready to move yet. That was no problem with them. I decided to stay here instead of moving back home and have attempted to speak with ANYONE but always got sent to M. Scotts voicemail. Then I find out the ONE time I got customer service that *. ***** is no longer with the company . I explained my situation to them and told me that one of the salespeople would be in touch with me that afternoon and of course that has never happened. I have called numerous times since and STILL get ******* Scotts voicemail who no longer works for them!!! I want my money back!!! Thats a lot of money to just let someone have for doing nothing!!! Please help me. Thank you!!! I have been dealing with this for 2 years now. Every time I contacted them it was ok to take my time about moving. I would like customer service to resend a copy of my order also. That hasnt happened yet either. Again please advise me or please try and help me out with this issue!!!! Thanks so much for your patience and time!!!

  

  Business response

  10/04/2024

  We have no *. ******* in our system, nor *. *****.

• Initial Complaint

  09/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Amount in dispute $600 On September 4, 2024 I contacted the firm to request a moving quote for a Citrus Hts to Modesto move on 9/27/24. I gave the ***resentative a list of major furniture pieces and a guess about how many boxes. I described the "move from" location as 1200 sq. ft. 3 bedrooms and a garage. I told the *** that there was to be no major furniture (sofa, etc) no appliances, but a spinet piano.The quote was for 3 men and a truck for a 3 hour minumum $1347.00 plus $249.00 per hour over 3. I figured that the job would take 5-6 hours, timed from arrival in ********** to finish unloading in Modesto and was willing to pay a total of $2000 total, more or less. Top Moving asked for a 48 hour window so we made it the 26th or 27th.The contract has a 7 day cancellation clause.On the 7th day Top Moving asked for a detailed inventory which I provided on 9/19/24. This morning 9/20/24 Top Moving called with a new estimate of $5778. I told them that I wasn't interested in paying the higher price and to cancel the contract and refund the $600 deposit. The ***resentative said she would talk to her supervisor and then she sent a text with a new estimate of $4778. I still asked for the cancellation and refund.The approximately $3500 increase came at a time when the deposit was forfeit.I contacted both ******** Silver and ***** ******** I am informed that I am now within the 7 day clause and no refund is forthcoming.Complaint description Briefly state what you would consider a reasonable resolution from the company Return the $600

  

  Business response

  09/23/2024

  The travel time for your move was estimated to be 2-3 hours. After booking and prior to pickup, you called to add a significant number of additional items. When presented with the new cost, you canceled. This was well within the 7-business-day window before the scheduled pickup, and the truck could not be re-dispatched. Therefore, your refund request is denied due to cancellation within the required period.

  Customer response

  09/30/2024

   
  Complaint: 22315730
  
  I am rejecting this response because:

  The 300 cubic foot estimate is a fiction created by your ***** ********.  I described verbally all of the large furniture pieces and an estimate of the number of boxes.  Not having packed the kitchen, pantry or garage completely, I had no way to know how many boxes.  During the 9/4/24 phone booking, Mr. ******** did not ask for an detailed  inventory.  Mr. ******** also confirmed in another call that if there was more to be moved, that the only extra cost would be for additional time at $249.00 per hour.

  The 9/4/24 e-mail from Moving Solutions contained  the following"
  "Do you **** understand and agree to these terms and conditions?
  
  In order to confirm receipt of this Key Features Checklist Reply to this email with "Acknowledged" "

  I did not ever acknowledge.

  Moving Solutions waited until the deposit of $600 was forfeit to ask for inventory or suggest that the original quote was wrong.

  I contacted another firm and completed to move, without issue for $1935.  

  Clearly the $5700 quote was part of a bait and switch.
  
  Sincerely,
  
  ******* *****

  

  Business response

  09/30/2024

  You proved you were sent the information, that proves our point.  Your quote was not $5750, perhaps you just misunderstood.

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We paid a deposit of $1243 on 6/18 with the estimate of $2997 for 665cu ft. The move date, July 8/9. The contract said more space would be $6/cu ft. On 7/3, we got a call to finalize estimate. We added to it, bringing our space up to 1095cu ft with a price of $6986. That meant the added space was $9/cu ft. They had added surcharges that were not on the original paperwork. We called ****, left a voicemail/texted him wanting to cancel/get refunded. He said he would contact us 7/5. We settled with the other woman for $5828.76, she said twice there would be no additional charges. We paid $1550 that day. On 7/5, we didnt hear from ****, but received a copy of the **** It estimated $5828.76, but was under a different company name, that we found had an F rating on BBB. There were also blanks, and we told ***** and ****, that we would not sign it that way. We did not hear back from either until 7/7. **** told us we would get a confirmation that afternoon. ***** said BOL must be signed. We said we would not sign it that way. On 7/9 (move day), we sent an email/text to **** at 8:16am stating we would not sign the **** and asked to resolve before the movers came at 12, with no response until 11:30. ***** called and we asked her to read our email and respond/call us. There was no more communication from them. The movers arrived. We took many large items off of the list, elk mounts/large gun safes/chairs, etc. *********** then gave an estimate for 1500cu ft for an additional $3000. (Moving Solutions waived the visual survey in the original contract). They told us, despite **** confirming the drop off would be 4-5 days after pickup, that it would be over 21 days. We then tried to call/email/text ****/***** with no response. We got a call from a man, whose name we did not catch and asked for a refund of our $2793 because of the dishonesty and we didnt want to proceed with the move. He hung up on us. We continued to try to contact *****/****, multiple times, with no response.

  

  Business response

  07/10/2024

  Thank you for your communication regarding the concerns you raised about the billing and cancellation terms associated with the moving services we provided. We take these matters seriously and have conducted a thorough review of your case to ensure fairness and accuracy in our response.
  Upon review, we wish to clarify and confirm that your complaint has been thoroughly investigated and the accusations found to be without merit based on the following contractual agreements and policies which were acknowledged and signed by you:
  Pricing Agreement: As clearly stated in the signed estimate, the cost of moving services is directly correlated to the volume of space utilized. The agreement specifies that any increase in space will proportionally increase the cost. This policy has been applied accurately to your transaction.
  Cancellation Policy: The dates you referenced in your complaint fall within the cancellation period clearly outlined in our service agreement. According to our policy, any cancellations made during this period are not eligible for a refund. This is a standard industry practice, designed to manage scheduling and resources effectively.
  We understand that disputes can arise from misunderstandings or different expectations, and we strive to resolve them with clarity and professionalism. However, based on the evidence and documentation, including the signed agreements, we must uphold the terms as agreed.
  We regret any inconvenience or misunderstanding that *** have arisen in this situation but must stand firm on the policies that are agreed upon at the time of contract signing. Our team is available to discuss this matter further should you have any more questions or require additional clarification.
  Thank you for your attention to this matter. We look forward to resolving this amicably and continuing to serve your needs in the future.

  Customer response

  07/10/2024

   
  Complaint: 21966037
  
  I am rejecting this response because as shown in the screenshots I provided, I tried to communicate with the company multiple times to voice my concerns with no response. The reason the cancellation fell within the 7 day period was because the company failed to clearly outline price estimates and timeframe. We were able to cover the costs, but chose not to because it was dishonest. We removed many large items from the original inventory but were told we would now take up at least 1500 cu ft. 
  The main concern was not even the money, it was that our items were not being directly shipped in 4-5 days as we were told. The items were going to be unloaded in a warehouse in ******, then loaded back into a different truck, then shipped from house to house until arriving at our house in more than 21 days. The other main concern is that we agreed to use Moving Solutions, we were not told that ***** Relocation (with F rating on BBB due to all negative reviews with concerns of damaged or missing items) was going to be moving our items. We discovered this when we saw their name on the top of the *** on 7/5, and we tried to raise concern there. Your lack of communication and lies should not cost us $2793.  We will file in small claims court if this is not resolved. 
  
  Sincerely,
  
  *************************

  

  Business response

  07/10/2024

  Thank you for reaching out with your concerns. I'd like to assure you that it was never our intention to miscommunicate or ignore any issues you've raised. We always strive to provide clear and accurate quotes, along with comprehensive information to our clients.
  Attached, you will find a copy of the verification email and the detailed sections of the contract that address your concerns, including the definition of 'First Available Delivery Date' versus actual delivery dates, and the average delivery time frames. These details were shared to ensure transparency and understanding at the onset of our agreement.

  We can only provide an estimate based on the information provided to us, we make it abundantly clear that changing the inventory to be shipped will change the price, and have conclusively shown we communicated this to you more than 8 times before pickup.  We do not want to be responding to complaints on 3rd party platforms like the BBB, so we make sure every shipper has all the information provided verbally and in writing numerous times in an attempt to avoid it.

  We understand and respect your desire to resolve this matter. Please review the attached documents and let us know if there are any other areas we can clarify or assist with. We're here to help and want to ensure that your experience with us is satisfactory.

  Customer response

  07/10/2024

   
  Complaint: 21966037
  
  I am rejecting this response because as you can see in the screenshots I have attached again, when we saw the timeframe in the paperwork, we contacted the agent we were working with and were again told 4-5 business days, which was a lie. This was dishonest and not transparent. Again, we will file with small claims court for the full amount, plus more for delay in moving, lost wages, and legal fees if we cannot resolve this issue through BBB. We also accurately described our items and were quoted for 1095 cu ft. After that, we told the movers to not move the large gun safes, the two large elk mounts, the kitchen chairs, and several other things, therefore removing a significant amount of items and space and they increased the estimated cu ft, which was also against the agreement, because in the original paperwork you waived the right to a visual survey. No services were rendered, and your company misrepresented themselves. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted Moving Solutions 6/25/24 to schedule a move job for me. I signed a document and paid for deposit of ******. I canceled the move job 6/26//24 and requested a refund. My move date was for 6/30/24. We hadn't set a pick up time yet but we had a date. Due to my bank not wanting to process the ongoing payment method, I decided that this company wasn't good so I canceled the move. Now they do not want to refund me and they are say because they are not located in ******** they do not have to go by their rules. I canceled the contract in the time frame window.,

  

  Business response

  06/28/2024

  Attached is ************** signature acknowledging and accepting to participate in the terms of the contract.  Attached is her cancel request directly quoting the process.  The request came within 7 business days of her first scheduled pick up (2 business days before) during the busiest week of the year so far and when she was reserved a truck was pulled for her that has not been redispatched.  The deposit is none refundable, this complaint is intended to circumvent the policies she signed and agreed to.

   

  Moving Solutions doesn't charge a fee for cancellations or date changes made over 7 business days before your first
  pickup or within 72 hours of signing the Bill of Lading (BOL), whichever is earlier. However, cancellations or changes within
  this period may incur fees based on the cost of rerouting the truck and crew. All cancellation and refund requests need to
  be written and acknowledged by email or fax. Note, processing costs from refunds are not returned. Deposits for changes
  made after the pickup window starts or when a truck is dispatched are not refundable, covering initial service costs.
  Cancelation requests must be emailed to ********************************** and acknowledged. Requests sent after 5 pm EST
  will be considered received on the following business day 

   

   

  Customer response

  06/28/2024

  A truck was not dispatched, and as you can see, no scheduled pick up time entered. For I am the consumer who was purchasing services that had not taken place yet.  The contract was canceled before the service occurred. For good business practices, the seller should return my deposit. That's good business practice. I sent a cancellation notice to the email provided. Yet, how is it that this company was willing to apply this deposit to a future move but at this time, not able to refund the deposit now. If the deposit is good for future services, I'm not understanding this policy. Use our services later, but if you don't use them now, we can't refund the deposit at this time. This doesn't make any sense. Then how is the deposit good for future services? This is what ************************* stated to me, from Moving Solutions. This is a contradiction of honesty. So I don't accept this solution.

  Customer response

  06/28/2024

   
  Complaint: 21914720
  
  I am rejecting this response because: This is a contradiction of honesty. How can the deposit be good for future services and no refund good for now. So, if I don't use the services now, I lose my deposit. But my deposit is good for future services. This is what Moving Solutions employee ************************* stated to me. This is why I reject this response. This is a principal thing. All should get an understanding of the decisions and choices that we make because, when we make bad choices, there's a price. We all reap from choices. Make good choices so we reap good. This way we will see our fruit multiply.
  
  Sincerely,
  
  ***********************

  

  Business response

  06/28/2024

  We are agreeing with you about our cancelation period.  You are choosing to look at only 1 half.  In your email, that you just attached to your rejection you are showing you agreed to 7 business day before your first pickup day or 72 hours from signing the *** whichever comes first.

  Customer response

  06/28/2024

   
  Complaint: 21914720
  
  I am rejecting this response because: I canceled this service because I changed my mind about the service. This is my right as a consumer. This action alone should be against the law. A form of theft.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We hired Moving Solutions for interstate moving of our ********************** of a 2 bed-room house from ********, ** to ***********, ** based on an agreed inventory list at a total price of $3598, with expected delivery within 3 - 10 business days.On Jun 11, we paid $1454 as down-payment to Moving Solutions to secure the truck to pick up on Jun *****. We then had all the items packed in carton boxes and ready to go before the day of move.On Jun 24, a despatcher from Blue ******************** came in a Budget rental truck. They came a few hours late and ill-prepared with insufficient wrapping material, resulting in many of our furniture totally unwrapped. After loading the items onto the truck, a mover named ***** came up with several paperwork to explain that the total price is now $6413.90 ie. 78%. He explained that there is an additional used cubic feet of 438 cubic feet @$5.75, leading to an additional charge of $2518.50 This is shocking because we have packed according to the agreed inventory list, and even used less space since we were using carton boxes from ******* which were smaller than the box sizes listed in the estimate provided by Moving Solutions. We felt cheated and blatantly over-charged by Moving Solutions (and also Blue Diamond Movers).I told ***** about the situation and he explained that he is not a decision maker. He said he would not collect any payment from me and left a phone number for me to call his boss, *********************** It was very late by that time, so my wife and I were very tired and stressed with the whole unfair business transaction. With all my furniture loaded onto the truck and held at their mercy, I was forced to sign on the paperwork so this doesn't drag over the night.Later, I called the phone number to contact **********, but it was the main line for Moving Solutions. I was told to pay up the due payments. No delivery date is arranged for now.I am in limbo now so BB's assistance is much appreciated.

  

  Business response

  06/26/2024

  They loaded your estimate, then said if you want to take the extra stuff you had to pay for it.

   

  we told you the same thing.

   

  we put together estimates based on what you tell us, we are not psychic, if someone does not tell us things correctly the estimate is not correct.  We are very upfront about this.

  

  Business response

  06/27/2024

  Had additional items of at least:
  

  Rug(s) - more than 1
  Bed
  Headboard
  4 Picture Frames
  Book Shelf
  Step Ladder(s) - more than 1

   

   

   

  Customer response

  06/27/2024

  We packed everything according to the inventory list and used less space by:

  1. Using lesser number of boxes than the agreed 15 Large and 15 Medium boxes

  2. Using moving boxes smaller than the agreed 24x24x24 for Large and 18x18x18 for Medium

  3. Excluding some items in the inventory list, eg. long bench, planter

  For the additional items claimed, most of them are already included in the inventory list:

  1. Step ladder - already included and there is only 1 (golden color one)

  2. Book Shelf - there is no book shelf. Mostly likely it is confused with the display cabinet in the inventory list. Our display cabinet was split into two halves by the movers for ease of moving.

  3. 4 Wall Canvas/ Picture - included in the inventory list

  4. Bed headboard - the inventory list includes 2 queen-sized beds

  5. Rug - all rugs are placed inside boxes but there is only 1 rug (14' x 10') which is too large to be put in the box. So, this item is rolled up and packed separately.

   

  Customer response

  06/28/2024

   
  Complaint: 21907165
  
  I am rejecting this response because:

  We packed everything according to the inventory list and used less space by:

  1. Using lesser number of boxes than the agreed 15 Large and 15 Medium boxes

  2. Using moving boxes smaller than the agreed 24x24x24 for Large and 18x18x18 for Medium

  3. Excluding some items in the inventory list, eg. long bench, planter

  For the additional items claimed, most of them are already included in the inventory list:

  1. Step ladder - already included and there is only 1 (golden color one)

  2. Book Shelf - there is no book shelf. Mostly likely it is confused with the display cabinet in the inventory list. Our display cabinet was split into two halves by the movers for ease of moving.

  3. 4 Wall Canvas/ Picture - included in the inventory list

  4. Bed headboard - the inventory list includes 2 queen-sized beds

  5. Rug - all rugs are placed inside boxes but there is only 1 rug (14' x 10') which is too large to be put in the box. So, this item is rolled up and packed separately.

  
  
  Sincerely,
  
  Dex Chia

  

  Business response

  06/28/2024

  Sir,

  You did not use substantially less space on the box count, but what you did is you completely changed your estimate, and now are filing a complaint that your estimate was not accurate.

   

  You have stated you took things off and added things on, how are we supposed to provide an accurate estimate when you did not tell us about the changes?  We did let you know changes would change the price.  Attached below is a script form your verification, that was read to you, emailed to you, and acknowledged by you.

   

  Mandatory *************Payment Verification
  This is a binding price based on the inventory you provided, and services requested in the estimate. The only way this price will change is if you add any additional services or inventory items to your move. Based on your list we have you estimated at 762 cf: cubic feet. If at any time you require an additional space reservation or should your list of items take up more space, your binding rate shall remain the same as stated in your contract. Per your contract, your binding rate per cubic foot is $5.75:
  Additional services would be long carry over 100 ft from the truck to your door, flights of stairs over 12 steps on the exterior of your home, elevator services or packing. YOU are responsible to have all your boxes and fragile items packed, (I.E. glass tabletops, curio cabinets, TVs Etc.) Unless specifically noted on your electronically signed order. We do offer ala Cart packing if you need, for an additional cost. Mattresses must be wrapped, and covers can be provided.
  Your arrival date is a 2-day window, we will confirm which day the pick-up will be up to 3 days prior to your first day or as late as the evening before your last day prior to the scheduled arrival date, along with a 4-hour estimated time of arrival (these are estimates and can change based on shippers before or after you on the route. We reserve the right for the 2 day window to be pushed up to 48 hours on either side for unforeseen circumstances, instances where this is needed is well under 1% of our total moves.)  Your move date is flexible however, and can be changed but changes are based on our availability and can incur additional charges or discount reductions. Please let us know of any date changes with as much advanced notice as possible to make sure we can accommodate you.
  Your delivery time frame is a window based on your first available delivery date and your destination, which is your F.A.D. Your F.A.D. is NOT your delivery date, it is the first date of your delivery window. If your household goods are being stored in our facility. Your FAD window will be applicable once you notify and confirm with the company that you are available to receive delivery. At that point we will schedule your items to be picked up from storage and once loaded your delivery window will begin.
  Expedited Delivery If at any time should you be interested in receiving an expedited delivery, we offer this option at a flat rate per cubic foot. Should you select this option, your delivery window will be decreased by 50%. For example, if your delivery window was 7-14 days your expedited delivery window would now be 3 -7 days. This option can be added at any time prior to pick-up or delivery if storage services are included.
  REMINDERS Due to the delivery time frames, we suggest that you do not ship any important documentation such as: passports, birth certificates, social security cards and any other personal identification. We also recommend that you do not pack any medications or medical equipment that will be needed during the time of transit. We also encourage that you do not transport any business or professional necessities. This includes but is not limited to, small electronic equipment, such as ipads, laptops, and computers that you would need immediate access to throughout the duration of pickup and delivery.  It is strongly recommended to not schedule house closings the day after the last day of your arrival window because it is for arrival not job completion, leaving an extra day for unforeseen circumstances is always a best practice.
  $1454.00 - Credit card is only accepted for deposits in most instances and incurs a fee, personal checks can be used on pick up when deliveries are scheduled to be longer than 3 business days, otherwise pick up and delivery must be a certified form of payment for direct deliveries.  Deposits are nonrefundable for moves canceled on pickup day, 72 hours after signing the **** or within 7 business days of the first scheduled pickup day whichever comes first.
  If there are any changes to the inventory or additional services needed after the reservation is made please inform ***************** when they call you 3-7 days prior to your scheduled move date. You can also call or email to make any updates.

  Customer response

  06/28/2024

  Prior to the pickup, there was no phone call from your ****************** Instead,  we called the salesperson *************** to inform of the updates to the inventory list. He told us to wait for the call from ***************** and after we hung up on that call with ***, he became uncontactable as his number was always transferred to voice mail every time we called. This made us very nervy because we had already made the down-payment of $1454 and there was no one reaching out to us, even up to 3 days prior to the pickup date. We then called numerous times to the main line of Moving Solutions and also other phone numbers we can find in the estimate, but was unsuccessful in getting anyone to answer on several occasions. On one occasion just 2 days prior to the pickup window date, an employee ***** finally answered but she could not even confirm the pickup date or discuss about the inventory list. Instead, she gave us another phone number to call the despatcher. At this point in time, it already looked like there are serious internal communication issues within Moving Solutions and lack of proper customer service. Instead of addressing our concerns as a customer,  we were bounced around and had to call the despatcher ourselves. 

  Arrangements for a pickup date is also another long story. It started with Monday 6/24 1pm - 4pm, then changed to Sunday 6/23 10am (but it was a no show, no call). On Monday 6/24 8am, we finally received a call from ***** that he will be arriving 11am - 12noon then changed to 1.30pm -2pm. When the moving team finally came at 2.10pm, we did a walkthrough with ***** on the inventory list in my house and he did not raise any dispute to me about inaccuracy with the inventory list before he started the packing and the truck loading. It came as a shock to me that after the loading was completed that ***** came up to me and told me that there will be an additional charge of $2518.5 for extra space used! ***** could not explain why and left a phone number for me to contact his boss **************** day.

  The Interstate Bill of Lading Contract has a Summary of Charges (see attached) as:

  Grand Total: $6443.90

  Partial Payment (Deposit): $1454

  Partial Payment (Discount): $2628.10

  Balance Due: $4989.90    (If we compute $6443.90 - $1454 - $2628.10, then the balance due should be $2361.80)

   

  There are just so many communication issues and pricing computation problems that we have experienced with Moving Solutions. If Moving Solutions can agree that the above Interstate Bill of Lading Contract is erroneous and revise the balance due to be $2361.80, then we will close the case and withdraw this complaint.

  Customer response

  06/28/2024

  Attached Summary of Charges from the Interstate Bill of Lading Contract

  Customer response

  06/28/2024

   
  Complaint: 21907165
  
  I am rejecting this response because:
  
  

  Prior to the pickup, there was no phone call from your ****************** Instead,  we called the salesperson *************** to inform of the updates to the inventory list. He told us to wait for the call from ***************** and after we hung up on that call with ***, he became uncontactable as his number was always transferred to voice mail every time we called. This made us very nervy because we had already made the down-payment of $1454 and there was no one reaching out to us, even up to 3 days prior to the pickup date. We then called numerous times to the main line of Moving Solutions and also other phone numbers we can find in the estimate, but was unsuccessful in getting anyone to answer on several occasions. On one occasion just 2 days prior to the pickup window date, an employee ***** finally answered but she could not even confirm the pickup date or discuss about the inventory list. Instead, she gave us another phone number to call the despatcher. At this point in time, it already looked like there are serious internal communication issues within Moving Solutions and lack of proper customer service. Instead of addressing our concerns as a customer,  we were bounced around and had to call the despatcher ourselves. 

  Arrangements for a pickup date is also another long story. It started with Monday 6/24 1pm - 4pm, then changed to Sunday 6/23 10am (but it was a no show, no call). On Monday 6/24 8am, we finally received a call from ***** that he will be arriving 11am - 12noon then changed to 1.30pm -2pm. When the moving team finally came at 2.10pm, we did a walkthrough with ***** on the inventory list in my house and he did not raise any dispute to me about inaccuracy with the inventory list before he started the packing and the truck loading. It came as a shock to me that after the loading was completed that ***** came up to me and told me that there will be an additional charge of $2518.5 for extra space used! ***** could not explain why and left a phone number for me to contact his boss **************** day.

  The Interstate Bill of Lading Contract has a Summary of Charges (see attached) as:

  Grand Total: $6443.90

  Partial Payment (Deposit): $1454

  Partial Payment (Discount): $2628.10

  Balance Due: $4989.90    (If we compute $6443.90 - $1454 - $2628.10, then the balance due should be $2361.80)

   

  There are just so many communication issues and pricing computation problems that we have experienced with Moving Solutions. If Moving Solutions can agree that the above Interstate Bill of Lading Contract is erroneous and revise the balance due to be $2361.80, then we will close the case and withdraw this complaint.

  
  Sincerely,
  
  Dex Chia

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