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:07/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:06/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:06/26/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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 Answer

  Date: 06/28/2024

  Attached Summary of Charges from the Interstate Bill of Lading Contract

  Customer Answer

  Date: 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