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:01/15/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Initial booking and contract signing: September 27th Discovery of actual charges: January 15th Contract agreed to provide a professional moving services.I believe I was generally misled and this company uses deliberately opaque and misleading billing contracts. Contract "moving total" was clearly indicated in the contract and over the phone and I was told I would make a credit card deposit that would go toward my total. I spoke to multiple people who all indicated that my deposit would be subtracted from my total, but when the movers actually came I found out that my deposit was actually an additional charge, making my total cost $580 higher than expected. If I had tried to cancel my move at this point, Bright Star would have kept my entire deposit and I would have not had anything ******** addition, there was very little communication from drivers throughout the process. They repeatedly delayed my pick-up and drop-off with no warning which was disruptive and unprofessional and were unprepared with only one mover and a rented truck.

• Initial Complaint

  Date:10/16/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used Brite Star moving company for a move from ***** to *******. They contacted me 9/25/24 to tell me they were on their way to ******* with my belongings. On 9/28/24, one of the movers arrived and he said he didn't take debit or credit cards just cash, Zelle, or money order. I had to go to ******* to get a money order. Before, I left, the guy asked me for the gate code to give to the other gentleman coming. When I came back 10 minutes later from ******* with the money order, 1/3 of the storage unit was already filled. I did not authorize them to start BEFORE I came as I wanted the boxes in a certain order. The job ended up being completed and I went home. On 9/30/24, I went back to the unit to get some things and that's when I noticed my folding chair was missing. I just feel it's unfair because I couldn't even see into the unit as they also were stacking boxes on top of each other making it hard to see and get to other boxes.

• Initial Complaint

  Date:10/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This started on August 2. 2024. July 6, 2024 I found a moving company to move my daughter to school in ******, **. On the phone the *** was very assuring that this was a good company to put my confidence in. I booked with them by paying a down payment of ******. They promised that all our things would arrive in ******, ************** by no later than Sunday Aug 4th. They promised that our move would cost around ********. They came to pick up at the apt on August 2, 2024. They arrived late, my daughter had to travel alone to ****** - I stayed behind to wait on them. They were unprofessional in the handling of our things. The guy added things to boxes from other packed boxes. This messed up the labeled boxes that were packed. They charged me more money for the move. It was an additional ******** and a different name on a new contract for the amount you owe from down pymt and the new charges - you're hooked bx they know that you have to move -lease up. I expressed disppointment in this unfair practice. The mgr there said that he did not have to put the amount on the previous contract because he could do what he wanted since it was his truck. They were swindlers. After they packed up and left, we could finally leave and be with my daughter b4 her furniture and other things would arrive in ******. They were late!!! We tried to call them every day of the week, several times, while we were there. Most times they lied with another date, other times no answer. Our vacation was to help her move. We left ****** on Aug 11. Nothing arrived and we didn't know when it would come. We had to rebuy necessities for her to stay in an empty apartment. Clothing, Blow up mattress, and many supplies. They finally came on August 16, 2024. Ten days late - We have Missing boxes, and many Damaged goods from the move. I called the company about it - they have not responded or sent me info to file for ***************** we got someone elses belonging.This was a MESS

• Initial Complaint

  Date:09/26/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired Bright Star to provide moving services. We were quoted $2,092.47. When the quote was accepted, we paid $781.36 as a deposit and were told the mover would require payment for the difference. The move was scheduled and we were told it would take about 7 days. On the move day, the mover arrived 12 hours late at 11 PM. He required more than the balance of $1,311.11. We paid him $1,912,71. He then took over 3 weeks to communicate that the items were being transferred to another driver. The other driver arrived a week later and we were told a delivery fee of $619.24 was due. This fee was included in what I paid the mover initially. We paid this to get our items or they would not be delivered. The mover failed to meet the 7 days promised and for a n agreed quote of $2,092.47 we actually paid $3,313.31. Granted, we had a few more items than quoted so the square foot of 360 quoted was actually 440. While we expected to pay a little more the extra fees for the delivery and the unacceptable time delay are a breach of contract. We seek to recover extra $1,300 charged for a very simple move. In my photos you will see the quote from Bright Star and the fee invoices and receipts form the two separate movers.

• Initial Complaint

  Date:09/20/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am writing to file a complaint against Bright Star Moving LLC regarding their failure to deliver my belongings within the timeframe specified in our *********** or about May 2024, I contracted with Bright Star Moving LLC to move my belongings from ***********, ** to *******, **. The agreed-upon delivery timeframe was within 30 business days of pick-up which would have been September 11, 2024. Despite this agreement, my belongings have still not been delivered as of September 20, 2024.Repeated attempts to contact the moving company have been unsuccessful. My phone calls go unanswered and when they respond to my texts, it's basically just that they don't have a delivery date yet. This lack of communication and accountability is unacceptable.I request that the Better Business Bureau intervene on my behalf to resolve this issue. As a form of mitigation, I propose that Bright Star Moving LLC be required to:1. **Deliver my belongings within the next ten business days.**2. **Provide a 50% refund of the total moving cost.**This breach of contract has caused me significant inconvenience and stress. I hope that the Better Business Bureau can help me obtain a satisfactory resolution to this matter.Thank you for your attention to this urgent complaint.

  Customer Answer

  Date: 09/23/2024

  I have an additional phone number in case no one responds. I've never gotten a response from the email address, but this number responds. ************. 

  Business Response

  Date: 09/23/2024

  The customer did sign the contract with specified delivery window from their First available delivery date. The contract states a general delivery window. The carrier does reserve the right to hold the shipment up to 30 days from the first available delivery date. The customer did knowledge the terms and conditions by signing the moving estimate and the bill of laden prior to any services being rendered. The customer stated their first available delivery date was 8-15-24. Traveling the amount of distance from the origin to destination our contract states a delivery time frame of 7 to 14 days from the customers first available delivery date.

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22313888
  
  I am rejecting this response because:

  The dates mentioned have passed. It is almost October. 8/15 was first delivery date, but 14 days past that would have been the beginning of September. Business also did not provide copy of signed contract after asking. They stayed I did receive a copy which I did not. The only copy I received was when I was required to sign and I did not receive a copy of signed contract. This business is expecting me to wait indefinitely for my household goods to be delivered. When I first called them, they were adamant that they have 30 business days from pick up date which has also passed. I am a disabled vet and have moved approximately 20 times in my life. This has been the worst moving experience I've had. Even when moving overseas my goods were delivered much quicker. This is an awful business and these people ought to be ashamed.  

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

  Business Response

  Date: 09/25/2024

  Attached is the *** Signed by both the carrier and the customer. I was advised that the shipment should be delivered within 10 days, starting tomorrow.  The customer first available delivery date was 8-15, (Also per the *** also) The carrier has up to 30 days from the 1st available delivery date to deliver the items. Other wise the carrier company is subjected to give some type of compensation.  If the customer has any questions they can reach out to the carrier directly at ************** 

  Customer Answer

  Date: 09/29/2024

   
  Complaint: 22313888
  
  I am rejecting this response because:

  Based on your response I am entitled to compensation because all timelines have been surpassed. I understand that you provided your number to call; however, at this point I would like all communication to be in writing for evidence in case it is needed. You may contact me through BBB or through my email ******************************************* 

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

• Initial Complaint

  Date:08/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The moving company returned my deposit, but has not returned the money I sent for my extra inventorys. This caused my bank account to close. The company never rendered any service to my house, which I have proof of no pick up or delivery on bright star moving company end. They claimed they have my signatures which they do not, and my bank will not help me to dispute the company claims. I paid the money to North American van lines. On my bank account ******************** star was the company who took the money out. This resulted in my day of move out I had to go fed a U-Haul and drive my belongings and tow my car 4 months pregnant across the entire *************. The driver claim he was running late day of pick up. That he had to stay in a hotel and I was the first pick up the next day. When I called the company 2 hours after scheduled time the next day. The company said he was in the area but running 2 hours behind. Then the driver called me at 10:30am. It was a 6:00am pickup to say I missed my flight I will not be in the area to pick up your stuff. He never showed up, so we bought a U-Haul, that was over an hour away. Just so we could move out of our house and do the job ********* promised to do.

  Business Response

  Date: 09/16/2024

  In response to the complaint being filed against, Bright Star Moving And Storage. There has never been any contractual contract or services rendered nor any payment being made from supposed customer to the company *********************** )We challenged the customer to supply any documentation that they had any relations with Bright Star Moving And Storage. which is located in **********************. We shall ask the complaint specialist from Better Business Bureau to please contact the person that is filing the complaint to please provide any documentation between both parties. Clearly the contract that was submitted to the Better Business Bureau has another company name on it. (North American Moving). Which Bright Star Moving And Storage has no affiliation with North American Moving nor has Bright Star Moving And Storage rendered any services to *******************************************  Please remove this complaint.

• Initial Complaint

  Date:08/01/2024

  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.

  MY BILL OF LADEN & BINDING MOVING ESTIMATE TOTALED $1440.80 AND DEPOSIT OF $641.12 PICKUP 7/262024 OR 7/27/2024. THE CARRIER GETS THERE LATE. PARKED IN FRONT OF EXTRA SPACE STORAGE DOOR. GOT ON THE ELEVATOR WENT UP 1 FLOOR APPROX 30FT TO MY STORAGE UNIT. I ONLY HAD 6 BOXES AND WAS QUOTED FOR 20. HE PUT MY BOXES INSIDE HIS BOXES AND WRAPPED MY ITEMS WITH PLASTIC INSTEAD OF BLANKETS. THEN ADDED AN ADDITIONAL $600 TO MY AGREEMENT. STATING THAT HE WAS CHARGING ME FOR A LONG HAUL AND MATERIALS. *INCLUDED IN THE CONTRACT * (THE WRAPPING AND LOADING/UNLOADING IS ALREADY INCLUDED IN THE PRICE. (DISASSEMBLY/REASSEMBLY OF ALL STANDARD FURNITURE. WRAPPING OF ALL FURNITURE WITH SPECIALIZED MOVING BLANKETS. NO ELEVATOR CHARGES, NO CHARGE FOR PACKING ***************************** PADS) I SAID I WASN'T PAYING THAT SO HE UNWRAPPED MY ITEMS AND LEFT AFTER ME CUSSING AND COMPLAINING. BRIGHT REFUSED TO GIVE ME A REFUND.

  Business Response

  Date: 09/13/2024

  The customer was provided with an ********************** estimate, moving from ** to ** on 7-09-2024. The customer needed a few days to go over the contract and confirm with her son the moving and delivery time frame. The customer confirmed the reservation by signing our contract on 7-17-2024 and also signed our Bill ** ****** on 7-25-2024, Prior to arriving at the customer's residence.  The customer acknowledged the terms and conditions on the contracts which clearly states the additional charges that the customer could incur due to additional service that would be rendered such as Packing, Long carry, and Stairs. Also the contracts clearly states that we do not guarantee delivery dates. But guarantee's a time frame for which the shipment will get delivered from their FAD (First Available Delivery) date.  Their First Available Delivery date is not a guaranteed delivery date, but is the first date they can receive the shipment and that our delivery window starts from the FAD date.

  The customer was also charged for a long carry due to the fact that her unit (Truck) was more than 50 feet from the truck to the customers front door. Per our contract " Long carry: first 50 feet are included (price based on Carriers Tariff after 50 FT [Maximum 2$/FOOT]) "  The company was willing to work with customer to come to some sort of agreement and walk through the claims process but the customer refused. 

  In fact the company made good faith to resolve any issues that the customer was experiencing but the customer didn't want to be cooperative.  That option is still available if they would like to complete the claim process. 

  The customer had an ample amount of time and the opportunity to read the multiple contracts sent from Bright Star Moving.  

  
  

• Initial Complaint

  Date:07/29/2024

  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 spoke with ****** on 3-29-2024 about setting up a move from ***** to *********. That move was no longer needed on June 2, 2024 and I emailed them per their requirements 58 days prior to the move. My debit card had been compromised and I was concerned that the amount would not be credited back to my account. I was told from someone at the company that they would issue the refund and I would see the deposit by 14 days. At this time there has yet to be a deposit attempted or a refund issued. My bank assured me had the company sent the refund it would have been deposited. At this time I have again emailed the company because they no longer will speak with me on the phone. I want my refund that is due me.

  Customer Answer

  Date: 08/19/2024

  I replied back to an email received from **************************;on July 30.  She requested an address to mail my refund to my house and I responded my current address is
  
  current address hidden
  
  On August 14, I had not received the refund and again I reached out to *************************** to see why I still had not received the refund.  Please let me know why I still have no refund.

  Today is August 19 and I have again emailed the company for my refund to be sent.  If it has been sent I asked for the when and how it was mailed.

   

  
  

  Business Response

  Date: 09/13/2024

  The customer went into contract with ************************************************* and ********************** on March 29 2024 by putting a reservation deposit down and confirming a move date of July 29 2024.
  The customer called in on June ******** stating that they are no longer moving and would like a refund of the reservation deposit. 
  Our accounting department explained that it would be 7 to 10 days from the point they requested it to be refunded. The customer called in substantial amount of times requesting our company to send a check due to her card being compromised. Our accounting department issued a refund to the card that the customer (***** ********) made the reservation deposit from. At this point in time, the company made good faith in refunding the customer as directed and that the customer would have to consult with the bank to see where the funds were deposited.  If the customer has any questions feel free to contact customer support at **************

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22060541
  
  I am rejecting this response because: On July 29, 2024 I received an email from ******* ****** showing a screen shot where it said they couldn't issue a refund to the card used for the transaction.  She said that she had requested a request for a check to be cut and mailed and asked for an address.  I replied with my address the same day I received the communication.  Yes I have made many phone calls.  ************ has not returned my refund.  I included the email from Ms ************* I for the third time called an verified from my bank that no attempt was made to deposit the $671.36 to my account.  From ********************** Star nor the name I booked under North American Moving Experts.  I will upload the letter from the bank once I receive.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 09/17/2024

  We have talked to North American Moving and there accounting department is telling us that they issued the refund. Bright Star Moving has done everything in our power to get your refund issued. Please contact them directly. 

• Initial Complaint

  Date:06/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Bright Star on 5/16/24 to move my son and his girlfriend from ****** MN to ************. They were going to store their stuff and I picked a delivery date of 6/5/24 and second date of 6/6/24. I called them on 6/4/24 to verify the delivery and was told they did not make the schedule for TN and that it may not even be created for 2 weeks. They had no idea when the items would be delivered. I said but the delivery is for tomorrow or the next day and you should have had them on the calendar for delivery since they had the items for the past 2 weeks. I was told they had 30 days. When I originally spoke with the customer service representative ********************* about getting the move completed, I asked about the 30 day clause that was in the contract and he said it is just lawyer talk and that they wouldn't be in business if it took 30 days. He assured me it would be delivered on one of the two days I picked. I told the female that I spoke with that their customer service rep ***** lied then and asked why we pick out delivery dates if they can't honor them and she said she didn't have an answer. I have spoke with customer service several times and have been told they have 30 days and they would let me know sometime in the next 2 weeks. I told them it was not acceptable and that my son was moving there for a new job and did not the city or anyone in it. I explained that I was assured it would be delivered on the dates chosen but nothing. **************** people are rude and don't care. They said one thing and did not deliver and I asked them to pull recorded conversations with ***** to verify what I have said. I can forward the contract if needed. I really want an answer and for them to honor what they said.

  Business Response

  Date: 09/14/2024

  The customer acknowledged the terms and conditions on the contracts by signing an E-Sign document with recorded IP address and Signature on 5-22 (Prior to any services being rendered) which clearly states our general delivery time frame. The contracts states that we do not guarantee delivery dates. But guarantee's a time frame for which the shipment will get delivered from their *** (First Available Delivery) date. Their First Available Delivery date is not a guaranteed delivery date, but is the first date they can receive the shipment and that our delivery window starts from the *** date. If the customer would like to proceed with our claims department we can have them reach out to the customer to offer some type of compensation. But in fact we have rendered all service per our contract to the customer.