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:04/01/2025

  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.

  Avoid!! DO NOT USE THIS COMPANY or *********** who they are affiliated with. They pressure by calling multiple times to get you to sign with them. My items were picked up Feb 1st and I did not receive them until March 30th. 3 large bags of designer shoes and purses GONE. 2 medium bags full of valuable items GONE. One medium bag returned ripped OPEN. 3 box that did not belong to me delivered. I called weekly for an ETA of my things and they kept telling me the would call me at the end of the day with the info to NO AVAIL. The contract you sign prompts you where to sign and initial, which means you're not full insured. They scam you by adding on extra fees i.e "longing fee" which is if the walk 75 steps or feet.( NEVER Mention this was added to my *********** you they parked right in front of my apartment building which is neither 75steps or 75 feet. You pay a deposit, then 1/2 when picked up and the rest upon delivery. I paid extra on pick up so that my amount due would be less upon delivery, that's when they wanted to charge me the longing fee which was never mentioned. I was told by ****** it would take a week. It's been 2 months. Try to charge me for changing my address $150, when I initially signed up I didn't have an apartment but knew I had to move, I told ****** this and he said it was fine and he just needed an address so he can book me and I could change it. NEVER mentioned anything about a fee especially $150. Because I thought my items would get to my location before I did I found a storage unit That I paid for so that the movers could drop my items off there. They never showed up. Once I got my apartment I told them to drop the items off there. So A&S said every time I changed my address it's $150! Wait what? Don't do it. The paid ****** to say they are the number one moving company but they are trash!

  Business Response

  Date: 04/01/2025

  Our customer service agent has been in contact with ***** regarding any issues she may have experienced prior to the BBB notification. We are working with her and her moving team to try to come to some sort of a solution. 

  Customer Answer

  Date: 04/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. But I do wish to get my designer purses and shoes returned.  It was a huge inconvenience and I was forced to purchase items that I already had so I would like a refund or at least some of my money back. 
  
  Sincerely,
  
  Cameo ********

  Customer Answer

  Date: 04/02/2025

  Why are you closing the account? This should not be closed, I was not refunded and I still have not received my items. She reached out to me and they said they are going to try and find my items but I paid $2k for the move and I would like a refund. Two months to receive SOME of my items is crazy. And if this is they way BBB is hadling the situation then I will proceed with legal action. 

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23142832
  
  I am rejecting this response because: I would like a refund. I was told they would find my items and send them back to me. They said they found them and I have not heard from anyone and I don't have a tracking number for my items. At this point I'm not sure if I believe anything they say, it's all been very suspect. 
  
  Sincerely,
  
  Cameo ********

  Business Response

  Date: 04/08/2025

  We are still working with *****. She understands what the process is now and we have been in touch. 

• Initial Complaint

  Date:02/26/2025

  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.

  On October 29th,2024 I contacted this business inquiring a move from ******* to ********. They assured me the movers were going to show up on the following day. While on the phone with the dispatcher they stated that they needed a card on hold to proceed with holding the day for the move. I explicitly explained to the dispatcher that I needed a immediate move and they assured me they would come October 30th,2024 which was the following day. When it came to the day of them picking up our stuff they did not honor what they promised. They also stated that I was not going to get charged until the day of the move and they charged me $552 prior to the move. I did not sign any contract with them and did not agree for them to charge my debit card.I contacted them on the day of the day we agreed for pick up and their representative was exclusively rude and they did not want to address the matter. Completely different than when you are going to hire them for service. When I asked about the movers not showing and the charge on my account the representatives used their rudeness to not resolve the matter and to not refund my money back. They charged my card and did not perform service. Due to the lack of professionalism of this company and employees I was forced to contact my bank and escalate this matter by disputing this charge. During the investigation of the dispute with my bank, this company is stating that they gave a contract and yet I have no contract with them. They submitted a "contract" that I have never seen to my bank, forging a contract. And still till today's day they're trying to keep the money they charge me without performing the service. They've also admitted to my bank that they did not perform the move on the day agreed on and that they were able to on another day. Meanwhile I performed the move myself renting a U-Haul truck due to the time frame I had and the lack of professionalism. They like to keep the money even when they do not honor the service.

  Business Response

  Date: 03/03/2025

  ****** made his reservation for his move on 10/28/2025. He paid a deposit of $552.00- which he did agree too. I have a signed copy of his credit card authorization form. However, I do not want to attach it since there is personal information on the form. If required I can send a copy to the BBB. The customer also made a dispute with his bank, we have sent in all signed copies proving that he has agreed to the deposit. At this time we do not have the funds, it is in the middle of its review process. 

• Initial Complaint

  Date:02/25/2025

  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.

  Our initial conversation started on February 7, 2025, I spoke with a gentleman by the name of ***** that assured me that this was a great decision to go with their company. ***** originally sent us an estimate of service for our move from ************** to ************** paid $1,040 as the deposit for the move. Throughout the entire process, I spoke with about 3-4 different agents, *******, ************* ********. They all assured me that there would be no hidden fees, no extra charges unless we opted to have the third-party movers wrap or box items that were inside of our storage. One day before the move **** calls me and tells me that we need to pay an additional $300 for more cubic feet space inside of the truck based on the size of our storage unit. We gave a little pushback because we did not quite understand why all of a sudden we had to pay an additional $300 when we spoke to three other people and they assured us thered be no charges added unless we added additional items. The day of the movie the boomers do not arrive until about 7 oclock EST. The movers were a third-party company by the name of *********** and Movers. They wanted us to pay $620 which was 50% of what was remaining on the total balance and then we ended up paying an additional $120 for long distance fees because he had to walk up an additional flight of stairs and use the elevator at the storage facility. They created a bill of lading for the additional money that they requested along with the other money that was already paid to United express and what was remaining. They could only be there until 10 PM and then the storage facility locked so they stalled and told us that we needed to pay them 600 more dollars in order for them to take the rest of the items that were inside of the storage. They left our items inside of the elevator and out in the open parking lot of the storage unit and refused to load the other items until we paid them the money.. that was not agreed on & thrown at **.

  Business Response

  Date: 03/03/2025

  Below I will include a list of everything that is included in each move- this is what was signed on by the customer: 

  This estimate includes the following services to be performed by the carrier: This estimate includes:
  *Transportation of goods with either 18-******* or 26 ft. straight truck. 
  *Disassembly and Reassembly of all standard furniture required for safe transportation and delivery. 
  *Free shuttle truck at pick-up, if needed.
  *Itemized inventory indicating condition at origin. 
  *Loading & unloading of all goods. 
  *All transportation, taxes, tolls, mileage, and fuel surcharges. 
  *Standard valuation protection based on 0.60 cents per lb. per article up to $10,000.00
  *No elevator charges. 
  *30 days free storage in a storage facility with free redelivery to destination.
  *No charge for packing tape and moving pads. 
  *No date change penalties if your request is made more than 7 days before your originally scheduled pick-up date. 

  Below I will include a list of what is an optional accessorial Service (additional fees): 

  *First flight of stairs is included (up to 14 steps), each additional flight is $75.00. 
  *Long carry: first 100 feet are included, each additional 100 feet will be charged $100.00 per 100 feet. 
  *Shuttle service: if semi-trailer cannot get reasonably close to building or house for loading/unloading, a shuttle truck may be required to perform relocation at a minimum charge of $300. 
  *Packing of fragile/delicate items (such as TVs, glass, etc.); packing and crating services not already listed within proposal; loading of bulky items (such as a motorcycle). 
  *Packing supplies such as boxes, bubble wrap, etc. 
  *Storage: any additional month will be charged at $0.35 - $0.45 per cubic foot ($129 minimum). 
  *For full packing service: All labor and materials to professionally pack all boxes, fragile items, and furniture listed. If additional items are added at time of pick up, then the total price for full service packing will be increased and adjusted by the guaranteed rate provided. A new agreement will be presented at time of pick up.

  To conclude, if you were charged for an elevator fee, we will have this corrected. We contacted your carrier to receive your on site paperwork for review. If you decided not to pay for the long carry, then the movers can not perform the long carry and must end services up to the contract you signed. They can not perform this additional service for free. Additionally, during your QA call- you made him aware that you did have much more on site and you were in the process of flying out to ************** to give more accurate information. This is the main reason for any additional cost towards the cubic feet. By no means were your obligated to pay the additions. This was your choice. However, in order for the movers to perform the additional service, it must be paid for. They can not perform an additional service for free. We will be in contact with you regarding the elevator fee. 

  Business Response

  Date: 03/03/2025

  Below I will include a list of everything that is included in each move- this is what was signed on by the customer: 
  This estimate includes the following services to be performed by the carrier: This estimate includes:
  *Transportation of goods with either 18-******* or 26 ft. straight truck. 
  *Disassembly and Reassembly of all standard furniture required for safe transportation and delivery. 
  *Free shuttle truck at pick-up, if needed.
  *Itemized inventory indicating condition at origin. 
  *Loading & unloading of all goods. 
  *All transportation, taxes, tolls, mileage, and fuel surcharges. 
  *Standard valuation protection based on 0.60 cents per lb. per article up to $10,000.00
  *No elevator charges. 
  *30 days free storage in a storage facility with free redelivery to destination.
  *No charge for packing tape and moving pads. 
  *No date change penalties if your request is made more than 7 days before your originally scheduled pick-up date. 
  Below I will include a list of what is an optional accessorial Service (additional fees): 
  *First flight of stairs is included (up to 14 steps), each additional flight is $75.00. 
  *Long carry: first 100 feet are included, each additional 100 feet will be charged $100.00 per 100 feet. 
  *Shuttle service: if semi-trailer cannot get reasonably close to building or house for loading/unloading, a shuttle truck may be required to perform relocation at a minimum charge of $300. 
  *Packing of fragile/delicate items (such as TVs, glass, etc.); packing and crating services not already listed within proposal; loading of bulky items (such as a motorcycle). 
  *Packing supplies such as boxes, bubble wrap, etc. 
  *Storage: any additional month will be charged at $0.35 - $0.45 per cubic foot ($129 minimum). 
  *For full packing service: All labor and materials to professionally pack all boxes, fragile items, and furniture listed. If additional items are added at time of pick up, then the total price for full service packing will be increased and adjusted by the guaranteed rate provided. A new agreement will be presented at time of pick up.
  To conclude, if you were charged for an elevator fee, we will have this corrected. We contacted your carrier to receive your on site paperwork for review. If you decided not to pay for the long carry, then the movers can not perform the long carry and must end services up to the contract you signed. They can not perform this additional service for free. Additionally, during your QA call- you made him aware that you did have much more on site and you were in the process of flying out to ************** to give more accurate information. This is the main reason for any additional cost towards the cubic feet. By no means were your obligated to pay the additions. This was your choice. However, in order for the movers to perform the additional service, it must be paid for. They can not perform an additional service for free. We will be in contact with you regarding the elevator fee. 

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 22991200
  
  I am rejecting this response because: We never changed the amount of items, in all actuality the last contract I signed had significantly LESS items disclosed because my husband flew from ***** to the storage unit in ************** to verify with their quality assurance team. We were promised over and over that there would be no hidden fees or surprise cost, yet we had to pay an additional $300 the day before pickup & $120 for long distance & then after the ordeal, I spoke with someone at A&S Moving and he stated that if I wanted the movers to come back and get the rest of the items that were left in the storage, we would have to pay an additional $600 for more cubic feet & pay the movers $100 a piece ($200) because they had to sleep in their truck and couldnt get out of the storage facility because of the 10pm lockout time. 
  Section 10 in United Express Moving & Storage contract: NEW BINDING ESTIMATES: If on the day of the scheduled pickup "it appears an individual shipper has tendered additional household goods or requires additional services not identified in the binding estimate, [the mover is] not required to honor the estimate." 49 CFR 375.403(a)(6). However, if the Carrier wishes to service the shipment it must either (1) pickup and transport only the specific items and amount of cu.ft. itemized on this estimate without servicing / transporting the additional items of property. In this case the shipper would only be required to pay 100% of the binding estimate and the remaining balance will be billed after the 30 day deferment. Or (2) Carrier and shipper may execute a New Binding Estimate, in accordance with 49 CFR 375.403(a)(6)(ii) PRIOR TO LOADING OR OTHERWISE BEGINNING THE **** This New Binding Estimate given prior to loading will serve as the only active estimate for which charges will be calculated. Warning: To avoid a scenario where a new estimate at a higher price is issued at the last minute on the date of pick up, it is imperative that customer provide the estimator with a complete and detailed itemization of each item to be moved. Leaving out any items to be moved or adding items at the last minute will result in a new estimate at a higher price on the date of pickup. 
  - We never added more items, we took items off the original inventory list and it still cost $3000 and we didnt even get any important items. The movers moved the small items and said we should have told them to get the big items first like we work in the moving industry and know those things. 

  
  Sincerely,
  
  Quamya ****

  Customer Answer

  Date: 03/11/2025

  First imagine is the original contract I signed that had and estimate of 20 article list and 22 pieces. The final estimate I signed the day before pickup AFTER quality control spoke with us and I paid an additional $300 for 91 cf. Which actually did not equate to $2.30 a cubic foot like it stated in the contract. Also, they had other people items in the truck when they came to pick our items up, how could the cubic feet have been accurate. 

  Business Response

  Date: 03/13/2025

  That is correct, you are only paying for your space. Since this is partitioned moving, if you do not fill the truck they can load or have someone else's move already on the truck. When you have additional cubic feet, that increases by your locked in rate plus 12% fuel surcharge. They complete these numbers with you on site prior to loading. At that point you can either agree to take the additions or stick with the existing price point. 

• Initial Complaint

  Date:02/12/2025

  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.

  Dates picked up 7/7, 30 days free storage until 8/6, paid storage until 9/5 Money paid: deposit $1624, pickup $3382,storage $1075, materials $870, drop off $4500.13 What business promised: sqft, quotes, prorated storage, monthly storage $250 a month Nature of dispute: -when the company arrived, we had everything packed efficiently and ready to go. -Movers showed up, unpacked everything, took items apart, wrapped everything bulkily and unstackable -******* claimed we underestimated our number of belongings for their original quote, but, for example, his number system counted one small assembled table as its five bulkily wrapped individual components that they had set aside and told them not to pack. -They quoted the storage as prorate-able and only $250. They then denied they had ever said that. On arrival, we found -repacked most things into many large wardrobe boxes which they left 1/3 or more empty. -taped things without wrapping first so now many things are ruined by the brown tape residue (cannot use oil based "goo-gone" on the pieces) -several of the numbers boxes were packed into numbered wardrobe boxes, so the final number of items was wildly inaccurately high. -arrived to pick up things with empty 18-*******, left saying they had completely filled the truck and it was so full they had to strap the two mattresses behind the truck. Items arrived in an 18-******* and took up only 1/4 the truck,including the two mattresses -the half-disassembled furniture took up twice the space the assembled furniture would have -missing three (all) large firearms and accessories -missing Bose headphones

  Business Response

  Date: 02/17/2025

  We have spoken with the customer serval times regarding his relocation. We have advised him several times to file his claim for the damages so that he can receive his compensation. The problem we feel we are running into here is that he wants the compensation without filing the claim. We understand that can be a little frustrating, however this is the proper step towards compensation towards damages. Additionally, he did not contact our office regarding the accused missing guns until several months after his delivery. We were unaware until around 4 months AFTER the delivery. We find this matter extremely serious and have advised him to contact the police several times. If his guns are in fact missing, this is not a matter of compensation- this is a matter for the police. However, the police have never contacted us or the carriers office. We are not stating that this is in fact false or true. We just find it odd that he didn't contact us until 4 months after delivery and the authorities have not followed up with us on the matter, if he did file a police report. We want this matter handled and we have advised you on the proper steps to do so. If you did in fact complete the two, please let us know where you left off so we can further assist. Thank you. 

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22932320
  
  I am rejecting this response and will address each point in turn:
  
  First, I was never told to file a claim for damages.  I was told to let the police investigation proceed as this was a matter for them and not for the company.  I will happily file for damages through the company now that I've been told that's what I need to do (in this response to the BBB complaint, exclusively)!
  
  I didn't contact the company regarding the missing firearms until 4 months after the move because the first thing I did was contact the police.  The investigator then told me to not contact the company until they started their investigation.  After 4 months, a new investigator was assigned, and that investigator told me to get in touch with the company, which I promptly did.  I explained this to at least 2 different representatives at the company.
  
  I will reach out to the investigator again and ask about his contact attempts.  I have an email from a while ago saying that he had been unable to get a hold of a company representative.  I will do this in addition to filing a claim for damages through the official channels.
  
  
  In addition, there were several other complaints as part of this BBB filing that were not addressed by the above response from the company.
  
  Sincerely,
  
  *** ******* + *********** **********-*****

  Business Response

  Date: 02/25/2025

  We will go ahead and email you all the claims information you need to file your claim for damages. This way you can receive compensation for this. If you need further assistance, please do not hesitate to contact us.  

• Initial Complaint

  Date:02/04/2025

  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.

  To say I am dissatisfied is an understatement. They never moved my property, and I lost my $1,272 deposit. I contracted with United Express Moving to ship a partial load to our home in **.. My original estimate was $1,658 based on what they estimated as 286 CF of material. Days before the move, they contacted me again to review my inventory. I repeated the same number of boxes and items, but this time they estimated it to be 360 Cubic feet. To make matters worse, even though my estimated inventory only increased by roughly 25%, they increased the price by 50%. I was assured that if I had less, I would get a credit at the time of move.. On the day of the move, the mover showed up 6 hours late and insisted they I had 709 Cubic feet of property and doubled the price again. Thinking ahead, I prepared a very detailed inventor of all my boxes which amounted to only 210 Cubic feet. The mover said I was wrong and refused to move my property for any less than $4,000. In short, you cannot trust this company when I called them again today to try to work out a compromise they said, What we give you is only an estimate ******** not a binding quote . When I tried to dispute them with my credit card company, I lost because they said it was not a binding quote, and all deposits were not refundable. In short, it was a total rip off. I addition to losing my deposit, was forced to cancel *************** reservations that were arranged ahead of time to meet the movers in ******* which also came with a penalty. At the end of the day, I rented a 400 CF container, loaded my original 210 CF of material, added a dining room table, 8 chairs, one sectional couch, plus a 8X12 rug, and a China cabinet. And had room to spare.

  Business Response

  Date: 02/12/2025

  **** completed an inventory list twice with two of our representatives. The final estimate given based on the inventory he provided came to 360 Cubic feet. On the date of his actual pick up, the customer had additional items and required additional space. We have never been inside of ***** home and relied on a correct itemized inventory list. **** did send the movers away and requested a third call to go over the inventory list again. On July 1st, 2024 he received the third contact to go over everything and include ALL of the items on the inventory list. During this call **** was very addiment that he knew what he was talking about and that per his own opinion he only has 214 cubic feet and refused to review anything further. At this point **** contacted his bank and began the charge back process. We have provided the evidence to the bank and they sided with us and agreed that what we provided him the agreed upon service per the contract that he signed. **** then contacted our customer service team after the lost dispute and demanded a refund and IF he did not receive one he would write negative reviews and file a complaint with the BBB, etc. Unfortunately we can not allow a threat to play a role on whether a customer will receive a refund or not. We have to abide by the contract we provided and the contract **** signed. 

• Initial Complaint

  Date:01/17/2025

  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 made arrangements with this company to pick up a truck load of items from my home in ******** to be delivered to my home in *******. I had requested that everything be delivered to us on Saturday, May 25, 2024. I spoke with *****, and he quoted me roughly $4000 to deliver my household items and assured me that I would be able to have everything delivered on Saturday, May 25, 2024. He said absolutely no issues and let me know that they would pick up on Saturday, May 18th. A gentleman arrived late (8:00 PM) on Friday, May 17th in a UHAUL rental truck. I honestly didn't even think it was legitimate and immediately called the main number. Upon evaluating the load the gentleman said it was going to be $1000 more for the amount of items I had. I wasn't comfortable with the whole situation as it seemed a little shady so asked him to come back on Saturday as planned. He arrived the next morning and packed everything up having a second ****** join him to load eight hours later. He actually was with a contracted company called ******. On Saturday, May 25th, my items never arrived. No one could tell me where my items were and I was then told I wasn't quoted a guaranteed date for delivery so there was a three week window. I was never told this! I was told I would have my items would arrive on May 25th. Mind you I was only in ******* May 25 through June 1. My items did not arrive while I was there. I ended up having to pay someone to let them in and oversee delivery. When I arrived months later I noted that I was missing a box of kitchen items (mainly Pampered Chef) and my entertainment center was damaged.

  Customer Answer

  Date: 01/17/2025

  Thanks!  I am not looking for complete reimbursement but at the very least take care of the damaged entertainment center and cover the cost of my missing box of kitchen supplies.  The added burden would be the stress of not having my household belongings my entire trip.  I had to go buy all the basics just to live in my home for a week due to their lack of delivering everything on a certain date as promised.  

  Business Response

  Date: 01/21/2025

  We sincerely apologize that you are experiencing a missing box and damage to your entertainment center. Due to the length of time, the missing box may not be located any longer. However, you are owed compensation for both of this. I do see on your file that you were given the proper claims information on June 5th, 2024. We will also send another claims email to you today. If you need assistance with this, please do not hesitate to contact us at ************. Thank you.

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22824307
  
  I am rejecting this response because: I had already attempted to do an insurance claim for the damaged entertainment center, and they wouldn't allow me to do without the paperwork from Colony which was in ******* and without a receipt for the entertainment center which I do not have.  Upon contacting colony requesting a copy of the paperwork I was ignored.  Now since being back in ******* I realized I was missing a box.  This also does not take any accountability for them not honoring my contract that I had put together with ***** with a specific delivery date.  Can you imagine moving things to a new home that has nothing in it and your household belongings not arriving until after you leave?  We literally had to go buy blow up mattresses to sleep on, bedding, towels, shower curtain, etc and just ate out daily since the dishes we had were on their truck somewhere who knows where for weeks.  
  
  Sincerely,
  
  ********** *****

  Business Response

  Date: 01/23/2025

  If you were unsuccessful filing your claim through their claims department, we can send you their direct insurance information so you can file with them. By law the carrier has to finalize a claim with you. We will assist you with this, we just need you to contact our office when your having trouble. This way we can actually help. We will send you an email with the insurance name, contact and policy number. 

   

  Now with regards to your delivery, per your contract- there is no guaranteed delivery date purchased. We do apologize for any confusion on this. Please keep an eye out for the email our customer service will be sending you today. 

  Customer Answer

  Date: 01/26/2025

   
  Complaint: 22824307
  
  I am rejecting this response because:  Colony Movers failed to help in getting a copy of the paperwork required to file the claim.  In addition, the insurance company required receipts for everything that was damaged and/or missing.  I do not have these receipts so yet another problem.  If you could help get the paperwork from ****** since they failed to provide, please do so since you were the company so kind to hire an incompetent delivery system.  That will solved half of my problem with filing the claim.  I should not need receipts for everything.  That is ridiculous and quite unrealistic.

  I am not buying the fact that my items were delivered under the agreement discussed by me and ***** Blackrock on 4/5/24. Had I been told there was not a specific delivery date I would have chosen a POD vs. having my belongings being carted all over the country with a guessing game on delivery date.  It was CRITICAL that I had my belongings at my EMPTY home on the date that ***** and I discussed.  He said no problem delivering on a Saturday.  Don't think for a minute that I don't realize that you are being dishonest in the initial conversations.  Feel free to listen to him and I discussing the arrangements and you'll confirm that the delivery date was agreed upon.....not a three week window.  If I had been told there wasn't going to be a specific delivery date, I would not have signed up for your services.  It was all smoke and mirrors from my perspective and very misleading to customers. 

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

• Initial Complaint

  Date:01/16/2025

  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.

  I hired United Express Moving and Storage to handle an interstate move from ********* to **********. Before agreeing to the service, I provided the company with a complete and detailed inventory list, including the dimensions of all my items. Despite having this detailed information, they initially quoted me for 286 cubic feet. Shortly before the move, they claimed I was slightly over that amount and revised the estimate to 288 cubic feetcharging me an additional fee of $300 on top of the original $700 deposit.When the movers arrived for pickup, they informed me that my belongings actually took up approximately 600 cubic feet, far exceeding the companys stated 288 cubic feet. As a result, they demanded an additional $2,500 or threatened not to proceed with the move. This last-minute demand placed me in an extremely difficult position, as I was close to my move-out date and had few alternative options.Why I Believe This is Unfair/Deceptive Misrepresentation of Volume:Despite giving the company precise item counts and measurements, their final contract only increased the stated volume from 286 to 288 cubic feetan insignificant change given my detailed list clearly should have indicated a higher volume from the start.Bait-and-Switch Tactics:It appears they provided a low-ball estimate to secure my business. Then, they imposed a massive price increase at the last possible moment, essentially trapping me when I had no practical alternative.Removal/Unavailability of Contract:After these issues arose, I attempted to access my signed contract for verification but was told by the company that the contract had been removed from their system. This makes it difficult to confirm specific terms and volume calculations they agreed to in ***************** and Emotional Stress:I have already lost $1,000 (the deposit and additional payment) and incurred significant stress. Additionally, my move was disrupted, causing me to scramble for a solution at the last minute.

  Business Response

  Date: 01/21/2025

  This complaint is regarding a relocation service from ********* to **********. Originally the movers arrived the first time on the contracted date. She was made aware that she has additional items on- site. She then canceled and sent the movers away. However, she then contacted us back a few days later asking for the movers to come back and that she agreed with the on-site revisions. ******* was not charged additional to have the crew come back out a second time. However, upon arrival she then changed her mind again. Refused a second time and sent the movers away. At this point the customer was completely aware and previously had the crew on-site. She still chose to have the crew come back a second time. We feel that by having the crew come back a second time- with no additional fee- was a good faith effort to work with her and rectify the situation. 

  Customer Answer

  Date: 02/01/2025

  I am rejecting this response because:
  The business is simply lying, and their version of events is completely inaccurate. They are engaging in a Bait and Switch scheme designed to pressure clients on the day of their move, fully aware that people are typically under time constraints when vacating a residence. On the scheduled moving day, they demand more money than originally agreed upon, threatening to refuse service if the additional payment is not made.
  Moreover, this company acts as an intermediary between clients and local movers. Their process involves providing a low, attractive estimate to secure a contract and requiring a non-refundable deposit upfront. However, on the actual moving day, they send a local moving company that is unaware of the promised pricing. This creates a situation where the movers and the client are left to negotiate under duress, while the company stays conveniently uninvolved. At this point, they fabricate false claims about the weight, volume, or complexity of the move, using these as excuses to demand significantly more money than initially quoted.
  Here is exactly what happened:
  Initially, I spoke with a representative from United Express Moving and Storage over the phone. They asked for a detailed list of my inventory along with the size of my apartment. Based on this information, they estimated my total volume at 286 cubic feet and assured me that this was accurate based on the list I provided.
  Two days before my move, they contacted me again, requesting a final item list. This time, I provided precise dimensions for every single item, ensuring that my inventory was 100% accurate down to the inch. After reviewing my updated list, they told me my volume had slightly increased and asked for an additional $300 deposit, on top of the $700 I had already paid. At the time, I trusted their calculation and paid the extra deposit.
  What they didn't tell me was that they had only added 2 cubic feet to my contract, bringing my total allowed volume to just 288 cubic feet.
  On the day of the move, the movers arrived and immediately claimed that my total volume was actually around 600 cubic feetmore than double what the company had estimated. They then demanded an additional $2,500 on top of the $2100 agreed amount (initial $1800 +$300 extra deposit)
  When I contacted United Express Moving and Storage about this, their representative simply kept repeating that "the move is based on volume", completely ignoring the fact that the ******************************************************************************************************************************************************* miscalculation, no matter how many times I tried to explain it.
  This entire ordeal forced me to fly from ********** to ********* just to deal with the situation myself, resulting in the loss of at least four days of work and causing extreme stress for both me and my fiance.
  The company later changed their excuse, now claiming that the issue was not the volume itself but that my items were "not stackable." This was a blatant lie.
  A large portion of my items consisted of 30 heavy-duty plastic storage bins from ****** (yellow-lid bins), which are designed specifically to stack perfectly on top of each other with zero wasted space.
  In fact, I later fit all of my belongings into a U-Haul *********** without any problems.
  Additionally, I know for a fact that in this industry, when companies like United Express Moving and Storage create a quote, they use specific software that calculates the volume of each item entered. Given that I had provided them with the exact dimensions of every single item, they already had precise volume information at the time of the quote. Their claim that "there was no way to calculate the volume" was completely false.
  This company intentionally misleads customers with low-ball estimates, demands additional deposits, then blindsides them with huge upcharges on moving day. I urge the BBB to take action against this fraudulent and predatory business.
  Sincerely,
  Kiarash Kiantaj
  

  Business Response

  Date: 02/07/2025

  That is completely inaccurate. You are NOT required to pay anything extra on the day of your move. The ONLY way the cost could increase is if you require and additional service on top of the estimate provided. This could be additional items/ space, packing not completed, etc. However, this is not a requirement. By no means do you have to pay for an additional service, you do have the option to only complete the services agreed upon and previously discussed. In your case, you required additional service. They can not provide the additional service for free. They would have been happy to complete the services already agreed upon and leave the additional stuff behind. You cant expect to add more needs and require the crew to complete this for free. Again, they arrived to your home not once, but twice. We attempted to work with you to try to solve this confusion. 

  Customer Answer

  Date: 02/20/2025

  this business did not provide an accurate answer. they are simply attaching a document that shows that they have a contract. but they did not provide any reasonable answer on why they are trying to scam the customers. I am absolutory not satisfied with this answer. Having a contract does not allow them to scam people. 

  Business Response

  Date: 02/26/2025

  There is nothing included for your accusation, as we do not scam customers. You simply had additional items, cubic feet and additional needs. The movers would have been happy to complete what you were contracted to relocate. However, they were unable to complete an additional service for free. 

• Initial Complaint

  Date:01/13/2025

  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.

  This company is a complete scam!!!They will lie to you on the phone and mislead you into putting a deposit down for a moving date. They told me that in order to get the date that I needed that I had to put the money down at that time and could not call back later to do so because the price would go back up.They never once told me that they do not do the moving themselves. Instead I found out later that they will call literally any random moving company they can find. The movers they tried to send me were not even licensed and only accepted cash, money orders, wire transfers, zelle, or cash app. They did not accept credit cards. I then tried to cancel after finding out that they were using that company for moving my stuff, but they said they would not refund me my deposit. I then found out that the price they quoted me was actually way cheaper than renting a uhaul and doing it myself, which is a big red flag. It was also 3 times cheaper than the price I was quoted from a legit moving company that I called afterwards. Another huge red ******* also looks like all of their 5 star reviews on ****** are fake reviews from first time reviewers. So basically, theyll lie and mislead you the whole way and will not give you a refund no matter what. I did not even get any services from them or the company they tried to send and they refuse to send me my money back even though i contacted them less than 24 hours after putting the deposit down. This company is a complete fraud and will just straight up steal your money.

  Business Response

  Date: 01/15/2025

  ****** ***** made his reservation on January 8th, 2025 for a move on January 10th, 2025. He was made aware that we are in fact a broker. Not only does the contract he signed state this, so does our website and review platforms. Nonetheless, when a customer makes a reservation in such short notice- we immediately begin the reservation process and funds are disbursed. This is why he immediately was in contact with his assigned carrier. ****** called to cancel right after due to the accepted forms of payments. However, he was made aware that payments must be in certified funds. He also signed a contract confirming that payments will be in certified funds. Now with the false accusation stating we dispatch to unlicensed carriers. We would not be in business if this was the case and neither would the carrier. It does not appear that ****** did any research into his false statement and is simply trying to make false accusations out of his own anger. Carrier checks are completed daily and his carrier is 100% active. We made an attempt to explain all of this to ****** and he was unwilling to have a successful conversation. 

   

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22807521
  
  I am rejecting this response because:

  You guys are completely full of lies. 
  

  I was not made aware that you guys do not do the moving yourselves until I was contacted by the other company that you tried to send me. 
  

  I was led to believe that almost certainly the moving would be done on 1/9, the actually day that I booked. Not 1/10. And I told the guy on the phone that I would no longer be in ******* after that, so if that was the case then I did not want the service. 
  

  I was then told that I would receive a phone call by no later than noon the next day to tell me exactly what time the movers would be there, but I ended up having to call you guys because you never called. That is when I was told that it would not be done that day. 
  

  And no the company you sent me is not accredited by the BBB nor are they licensed movers. 
  

  Ive read many of your reviews on ****** as well as other websites all claiming that you guys are a sketchy scam company. You lied to people to lure them in and then get crappy movers that steal and break peoples stuff and dont deliver unless they get more money and take over a month many times. You also change peoples prices last minute to where they have no choice but to pay more. 
  

  The only goods reviews Im seeing look very much like they were bought. Weird how all of the 5 star reviews are from accounts giving their first review ever. 
  

  Everything you guys do and say is either a straight up lie or very misleading.
  

  I contacted you guys barely over 12 hours after making the deposit and you refused to refund me. Theres no way you guys already used the money and if so, I dont believe for one second you wouldnt be able to get it back. 
  

  You guys have literally stolen my money and given me no service in return. 
  

  This is a complete scam and you guys should be arrested for what you are doing. 
  

  Its absolutely ridiculous that you guys are trying to lie and make it seem like this is my fault. 

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

  Business Response

  Date: 01/17/2025

  I will include ****** ***** signed contract showing that he signed for a 2 day pick up window of 1/9-1/10. This will show that Mr. ***** was aware of the two day pick up window. Mr. ***** is simply making up the allegation that we dispatch to unlicensed carriers. This is simply not a fact and he would be unable to show any proof or evidence of this.

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22807521
  
  I am rejecting this response because:
  

   

  As I said before, the business lied to me on the phone and led me to believe that the service would be down on the 9th. I was told that I had to write down a two day window, but that this would not be the case. And I told the guy in the phone that if it was unable to be done on the 9th, then it would not work for me. He then assured that it would be. However that was not the case.

  Every thing they told me has been a lie. 
  

  I can send snapshots of all of their negative reviews showing that they have been accused many times of lying to customers and misleading them as well as many other things. 
  

  I can also send pictures of their positive reviews showing that all of them come from first time reviewers with no profile pictures. They obviously paid a company to provide them with positive reviews online in order to make their company look legit when they are actually very sketchy.

  If they were a good company they would have refunded me right away considering they have provided me no service and done literally nothing for me. However they still refuse to refund me and have done nothing to even try to make things right.

  I have received no service and they are stealing my money. That right there shows what kind of company they are. If they would have just refunded me right away, then everything would be fine. But the fact that they continue to go to great lengths to avoid a refund shows just who they are.

   

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

  Customer Answer

  Date: 01/17/2025

  I have included a photo once again showing that the business tried to send me an unlicensed moving company. 

  Again I was not told ahead of time that they were even going to send me a moving company because they made it seem on the phone that they did the service themselves. They also misled me in many other ways as they do with many other customers as shown in their reviews. 
  

  I have many photos of negative reviews for their company explaining how they s**** people over and lie and steal their money. They have no remorse for taking someones money and providing horrible or no services at all. 
  

  I can send any additional photos. I just do not know how to send them all at once. It looks like it only allows me to send one photo at a time. 

  And once again, they forced me to sign a two day window, but promised that it would be done the first day. In other words, they misled me into believing it would be done the first day and then ended up not following through with that. 
  

  This business did not even attempt to offer me a refund even after I went through their proper channel to do so. 
  

  They are a scammy and sketchy business that preys on people and offers no resolutions to fix the issues that they caused.

  After reading many of their reviews, it seems that many of the moving companies that they send people are very poorly ran businesses that do horrible jobs for people. 
  

  And once again, I still have not received any service nor have I received a refund. They have stolen my money and refuse to refund me. 

• Initial Complaint

  Date:12/15/2024

  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.

  This business is an elaborate scam designed to milk customers for money. They intentionally misrepresent themselves as United Van lines (a legitimate company) and advertise as such. This is how they got my numberwith a ******** ad presenting extremely similarity United van lines. Heres how the scam works:-call you up and do a phone inventory where they intentionally underrepresent the amount of goods and square footage you. Theyll promise you a low-ball price to undercut other movers. -when you agree to that price theyll them rush you through e-signing a contract which only gives you 72 hours to cancel and lays out an elaborate cancellation process. -you'll sign and give them a hefty deposit that you'll never get back because their cancellation policy and contract make it difficult. -they'll then call you within 72 hours (remember this, it's important because you can't cancel within this period) and"update the phone inventory which will always be more than what you told them and the price will go up by thousands of dollars. They'll then ask for more money and another deposit. -they will subcontract your move out of shady movers with terrible reviews. Mine was given to "fairway moving and storage" out of ********** that has a history of extorting customers after they load your belongings (look them up on BBB). -as other complaints have stated, it'll be a miracle if the movers show up and don't try to extort you for more money hoping you'll be desperate and just pay them. If you try to cancel at any point in this process they'll threaten you with keeping your deposit. The whole thing is designed to milk you for money and drag you along until they've extorted you for everything you're worth. No legitimate business operates this way.

  Business Response

  Date: 12/17/2024

  This complaint is regarding a relocation from ******* to ********. In Mr. ******** case- he canceled the night before his move. No movers arrived at his home. With regards to any changes,  the only changes that were made during his quality assurance call was made by Mr. ******* himself. He went from an inventory list with 105 pieces to an inventory list of 177 pieces. This is an additional 72 items. His statements regarding "low ball" pricing has no stand as he never experienced an on site move with any of our movers. Additionally, we do not portray ourselves as another company. We are UNITED EXPRESS MOVING AND STORAGE. We have a completely different company name, different logo, different website, etc. This complaint is out of fear of moving with a company in general and not so much out of experience, as he never moved forward with the date of his move. 

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22690431
  
  I am rejecting this response because: ************ uses these tactics (intentionally underpricing the move in order to secure "non-refundable" deposits). 

  Also, their subcontractor (Fairway Moving from **) also has a pending insurance cancellation listed with the *****. Unless Express assured me my belongings would be insured and clearly that's not the case. Their subcontractor also sent me an email demanding "75% of payment via cashapp or zelle" 2 days before the move. 

  This is not the behavior of a legitimate business. Not at all. They should've done a physical, in-person inventory and no one should be continually asking for more and more money before a single thing has been loaded onto a truck. Especially not via payment methods like cashapp. 

  Business Response

  Date: 12/31/2024

  Unfortunately we do not offer in-person estimates. You were aware of this from the beginning, prior to reserving your move with us. You can not be upset that we didn't provide a service to you that we don't offer. With regards to your carrier, the carrier is insured and fully active on the ***** website. As your broker it is our job to dispatch to companies that are active on the ***** website. Just because there is a pending cancellation, doesn't mean it will cancel. During our daily checks, this can happen for many reasons; address change, premium due, updated information, etc. Until they lose insurance, they are a licensed company. By law- all insurance will cover the relocation service provided. 

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22690431
  
  I am rejecting this response. Actually I didn't know you didn't offer in-person inventory/estimates. You never explained that and you never even offered to do one. You also waited until 2 days before my move to bother following up on the inventory. This is all part of a well known scam that you "brokers" engage in. You take "non-refundable deposits" and wait until your client is in a vulnerable position within 48 hours of needing to move and then hit them up more money. Then your subcontractor (whose insurance status you apparently have no idea about) shows up asking for more money via cashapp and other untraceable methods. Again, NO LEGITIMATE BUSINESS OPERATES THIS WAY. Maybe "United express moving" should go do an internship with the real "United van lines" and learn how to operate a legitimate moving company. 

  Furthermore, if your subcontractor cannot keep up with their insurance payments and remain in good standing with their insurance company then they're not touching my belongings. The "pending insurance cancellation" has been listed on the ***** site since at least the day they contacted me to conduct my move. If you're as reputable as you claim then you should be verifying this prior to trying to sub-out the move to somebody with questionable insurance status before letting them take possession of $10000 worth of somebody else's belongings.

  
  

• Initial Complaint

  Date:12/08/2024

  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.

  ******! ********. THIS COMPANY IS A BROKER AND THEY ARE A SCAM. THEY HAVE FAKE POSITIVE REVIEWS. GO TO BBB WEBSITE.I went over my inventory two times with a **** ********. The second call and inventory I got off the phone with him after he it would be double the amount originally quoted. **** then called me back and left a voicemail threatening me. Here is that transcript from his voicemail:There was no rug On the original estimate so that was incorrect and then we did have to add in the footboard and headboard to the bed, which you know that should've originally been on there, but unfortunately, it was not so I do have to tell you those details Again, if you do cancel your Deposit payment. We are going to fight that and we are going to win. I do not want that Near to you, I would much rather have these details figured out in a proper way so we don't have to go down there Road, but if you do charge that back, we will absolutely fight it and will definitely win That charge back. I'll give the details and information. We have No No again, you did legally sign a contract You cannot cancel at this point, and if you're choosing to cancel that is all in writing with your signature on there So again, please call us back. We'd love to figure this out. Much better manner. Call me back at this number or you can call back any of the other phone number. Just fine thank you so muchNow today the movers showed up dressed in ragged clothes and very unprofessional with a filthy truck. The ******* went on telling me that my moving cost is now going to be a total of $2143 more than the original estimate over double the cost due to fees for having to use a fright elevator and long travel fee, which they knew about from the original quote. My move was first quoted at $2300 now it is over $4400. 1 SMALL GUY SHOWED UP 5 DAYS LATE TO DELIVER THE WHOLE TRUCK AND STRUGGLED FOR 5 HOURS AND MY LARGER ITEMS WERE ALL BROKEN, TV, TV STAND, BED FRAME, SHELVING UNIT.

  Business Response

  Date: 12/12/2024

  This complaint is regarding a relocation for ****** to **********. ****** made his reservation for 46 pieces of an inventory list with 569 cubic feet. Upon reservation each customer receives a call to review inventory- typically a customer may add forgotten/new items or remove items they decided not to move. In ******* case, he needed to make some additions. However, after making the additions, ****** refused to make these updates and reverted back to his original inventory stating that is all he will move. Upon the arrival of the movers, he changed his inventory again. He went from 46 pieces and 569 cubic feet to 102 pieces and 950 cubic feet. ****** wanted to move the additional items at no additional cost. However, adding items is an additional service. He did eventually agree to paying the additional service with the movers on site prior to loading the truck. I am attaching the original inventory and the inventory that was physically moved to help understand why ****** experienced an increase.  With regards to damages, one of our customer service **** will be emailing you the proper steps for you to file a claim towards compensation. If you need assistance with this, we would be able to help. Contact us at ************.