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:01/03/2024

  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.

  On 01/11/2023, we used Legacy Moving group in *****, ******* to move our family from ********************************** to *************, *******. During the move they caused approximately $2493 in damage to our property. We have filed claims with them to be paid for the damage via email, telephone, and Internet form. To date, they have not paid us, nor have they even responded to our claims that they owe us money. They will not return our calls or emails, and every time we attempt to call the business we get directed to ****** at customer service who never answers his phone. Damaged items include: our lawn in ******** ($1500), a dining chair ($110), a dining table ($699), an antique piano ($100), and a step ladder ($84). After unsuccessful attempts to submit the claim directly to the company, they instructed us to submit it through movingclaims.net, which we did. Movingclaims.net can be reached at ************ or ************. Please help us get this resolved. Thank you!

  Customer Answer

  Date: 01/09/2024

  I emailed all of the requested information to ****************************************** on 1/8/2024.

• Initial Complaint

  Date:08/28/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ****************** coffee table **** Antique tea cart 2 antique porcelain ******* drums. The above items were transported by Legacy moving Group from ***** ** in a coast to coast move I have tried to reach them by email, text message and phone calls to ****** in customer service. I get his voicemail. I leave messages for him to return my calls. There has been no attempt to return my call. I only want to put in a claim for damages during the move.

• Initial Complaint

  Date:08/14/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  At Legacy, I dealt with ******. He called me numerous times, and texted me numerous times to get my business. ****** assured me I would receive top rate service at a fair price and they would pair me with a high quality mover. We provided a detailed list of our belongings, mostly boxes we had already packed, and the bigger furniture items that I couldn't carry myself. I was told I had a load that was 888 cubic feet of space in the moving truck. When the actual moving company arrived, "Cross - Country Long distance Movers", they told me that I had ************************************ an extra $2500. By then, they already had half of my belongings loaded, so they had us in a bind. I had to pay the extra $2500. Legacy, "customer service" agreed that 888 cf should not have turned into over **** cf. But did nothing to help. On delivery, our property (see photos), a good portion were strapped to the outside of the truck. They covered it improperly, everything was wet, destroyed our bed, other items. I asked the driver if I could measure the space we took ** in the moving truck. He agreed. I videotaped it, with his permission. The measurements showed I only had 932 cubic feet total. I was told by Legacy and the moving company that sometimes things stack different and that can change the calculation. They loaded the truck, said it was over **** cf, now at delivery it was 932 cf? I should have been charged for 932 cf, not over **** cf. The math tells the truth, the driver himself showed me the space we took up, but they would not refund me. I accept that the numbers might not always be exact but it doesn't equal the **** cf they claimed I had. The numbers don't lie nor does the video. They delivered 932 cf....not ****+.

• Initial Complaint

  Date:07/17/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Used the service of Legacy Moving Group#******* to help with relocating from **** To Georgia. Paid a total amount of $1600. First payment was done on 4/10/2023 in the amount of $500. Next payment was 4/29/23 paid $550. They picked up 36 pieces. On the papers signed was the delivery date which was two dates 5/3/23 OR 5/4/23. On 5/3 was told 3 different delivery dates and times .After the back and fourth calls with unfulfilled promised delivery times we've sent emails, phone and texts to ***** at Legacy, ****** at Legacy, and ****** to get some kind of resolution from the company. The frustration is NO COMMUNICATION. We've spoke with ***** about a credit adjustment, he never got back with us. We got our Delivery June 6, 2023. Paid the Final Amount $550 in cash, had to pay first before they brought in items. After the delivery we are missing our dinning room chair, we received broken glasses in a box that was upside down that was marked fragile with arrows saying "keep up", kids desk they took apart with the screws missing. Sent an email On June 7, 2023 to ****** at Legacy about the missing items, no response from ******. Received a call/text from a ***** on June 20th to discuss a delivery date for our items. She mentioned delivery for June 21st I told her anytime is good, she mentioned calling back, never got a call back. June 23,2023 reach out to ****** again to check the status of our missing items. (Attached in the supporting documents is the conversation). On June 26,2023 I reached out again after no update mentioning it was 3 weeks with no update, still no response. It was Sold to us that they were movers who care, they claim to eliminate the stress of the moving process. Its been nothing but stress, All we've been asking for is to communicate, we paid for a service with a business that doesn't respond, we had no idea where our items were for a Month. This issue has not been resolved because this business is not getting back with us to come up with a solution.

  Business Response

  Date: 07/25/2023

  Legacy Moving Group is always disappointed when we have a customer that is unhappy with our services and we are certainly never happy when a delivery takes this long to complete. This particular move was difficult for us logistically due to the customer not being able to accept delivery many times during their delivery window. Per our contract and FMCSA regulations, carriers have up to 30 business days to complete a delivery and the customer must be available to accept their items during that time. Unfortunately, this customer was unavailable more often than they were available during this window, causing their shipment to be delayed. One of the worst things that can happen during a long distance relocation is to ship a customer's goods to find them unavailable to accept delivery. This can result in high additional charges for storage and redelivery. Since this customer was not available for much of their delivery window, we did suggest they purchase a storage unit in the area for us to deliver their belongings to, which they declined. **************** was in contact with this customer through the entire process and we jumped through many hoops to get this customer their belongings without incurring additional charges.   

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20326833
  
  I am rejecting this response because: I'd like the business to show proof of them reaching out countless times and running through hoops to resolve my on going issues. I have my receipts, where is theirs? If they were in fact reaching out I wouldnt take it to BBB. I have written documentations, emails, phone calls, and screen shots of conversations that shows otherwise. The only person that ever showed a prompt response was ****** from Legacy . It's not about the items having to be stored, it's the lack of communication,  broken and missing items and not receiving my items back the way I sent them off and actually finishing the job. if my complaint was even read we have been begging for months just to get a response from Legacy, we have been available awaiting a response countless times. They have 2 phone numbers on file as well as email. We traveled 9 hours to meet the movers that didnt show up when they told us they would , if the items were going to be delivered not on those promised dates it would have been no problem if the business had only Most importantly communicated. We inquired putting our things in storage since they stood us up on our promised delivery times. After telling us that very same day they would be there 5pm and not show up on 5/3/23 5/4/23 5/5/23. Legacys contracted company kept telling us different dates and times with also English being an issue for them to understand, after being lied to we had to head back to **** on 5/6/23 and thats when they called to try to deliver which they had no issues getting ahold of us and we had no choice but to tell them to store our things. If any of my documentation was even looked at and my request was even understood. I mentioned nothing about storage charges because we werent charged for storage or any extra fees from their own doing. My missing items, broken items, and communication were my top priority. This company has so many complaints about the same problems Im reporting, this is obviously an on going thing this company is getting away with. On 7/16/23 ****** finally got back with us to provide the information to file a claim . Show your proof. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:03/01/2023

  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.

  ******* quoted me at a certain rate. Said that my belongings would be in a semi truck. I specifically said I didnt want to work with a contractors. He told me i wouldnt but that is exactly who showed up. The contractors that showed up packed and didnt say a word about where my Cubic footage was at. Until the very end were they claimed the footage when over the estimate that he had given me. Not only was I lied to about my belonging being in a semi truck with legacy moving company across it but the movers themselves didnt update me on where my footage was at. They showed up here in a Penske truck that cost ***** to one way to **** ** I know this because I wouldve done it myself if that was the case. Now they are saying I owe $1,500 when the penseke truck that was brought here wasnt big enough hold more than 1 house worth of stuff on there. Completely dissatisfied with how my move was handle and how poor management was. When I went to call ******* he is avoiding my call and making me speak to someone named ******

  Business Response

  Date: 03/06/2023

  This customer booked a space reservation with us for 810 cubic feet based on the 58 items they told us they would be shipping. They ultimately shipped 163 items totaling **** cubic feet and the price only went from $3500 to $5000. The additional items/space alone should have put the total at $6300 plus our crew did about $1000 worth of packing for free. How and why price may go up on moving day is clearly outlined by our company in the estimate that the customer provided in this complaint.  Legacy Moving Group is a broker but we have an in house carrier of the same ownership, who picked up this customer as promised. Due to scheduling and routing reasons, rental trucks are sometimes used at pickup before being loaded onto a Semi for delivery. The crew showed up with more than enough space on the truck to transport the items we were made aware of during the booking process and we would have happily transported only the 58 items on the original estimate at the originally estimated price. This customer wasn't avoided, ****** is our customer service manager and handles everything after the booking process.  We understand better than anyone how stressful a long distance move can be and hate to see any customer unhappy with their experience. Unfortunately, we are unable to ship additional items free of charge.

  Customer Answer

  Date: 03/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this isnt a reslolution. I have audio recording of going over the move with their employee ******* multiple statements have breached the contract especially me specifically saying I wouldnt go with a moving company that has brokers. I have audio recording of him verbally repeating that I wouldnt and legacy moving group would be on the truck which it is not. I also informed him my delivery HAD to be within 5 days or I would go with another company that could guarantee me that. Again I have audio recording of ******* verbally stating maximum wait for delivery would be 5 days. I have audio recording again of him verbally saying if movers see you have more items fuel will not be charged for additional items which breached the contract as well. Can I please provide the audio recording to the BBB Im ready to get an attorney as well and move forward with the audio recording I have when completing the deposit made with ******* and this terrible company. 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 19515502
  
  I am rejecting this response because:

  I have audio recordings of this company telling me a truck with their name would come and I wouldnt work with a third party. This is not what happened I worked with a third party who destroyed my belongings. I was also told since you left a review with the BBB your delivery time will be longer. I have the video recording of ******* lying about the whole contract, to make matters worse they packed my belongings in a Penske truck when they delivered it it was done in an enterprise truck by a guy with no legal papers. He had another guy named ************************* who said they hired him under the table through ********** to complete my delivery. So not only was my belongings broken and I have things missing but this company had a person that has never moved working under the table mis properly handling my furniture. I have MULTIPLE videos of them dropping my belongings while delivering my items. I will move forward with seeking money for the damages along with a complete refund since my contract was breached from the pick up date since legacy moving group was NOT who picked up or delivered my furniture even though that was guaranteed by the company when paying my deposit. My mom watched them mis handled her expensive furniture and it induced several panic attack with the delivery man approaching my mother aggressively. I have a police report as well.

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

  Business Response

  Date: 03/21/2023

  Here at Legacy Moving Group we never want to have unhappy customers. We do our absolute best to take an accurate inventory during the booking process and go over it a second time during quality assurance a few days before pickup as well as trying to properly set expectations for a long distance relocation.  This customer only told us about 58 items they were shipping when they actually had 162 items totaling **** cubic feet. All of our customers are made aware that if they have additional items their move will go up in cost. This customer ended up shipping 162 items and their price only went from $3500 to $5000, a significant discount from where it should have been contractually. This move was picked up by our in house carrier of the same ownership and delivered within the estimated delivery window. At delivery, the customer refused to pay their delivery balance of $1500 (the total increase in cost) which they signed for at pickup and still has not paid. We have lost a significant amount of money on this particular relocation. This customer has also left bad reviews on multiple platforms from many fraudulent email addresses as well as stating they have recordings of phone conversations which is also illegal. Unfortunately, some customers are just not good people. We have attached a signed **** of Lading showing what the customer agreed to at pickup.

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19515502
  
  I am rejecting this response because: Law 18 U.S.C. 2511(2)(D)  Federal Law permits recording telephone calls with the consent of at least one of the parties which is myself. In the recording  ******* states that IF more cubic footage is needed upon pick up of the furniture a re-estimate will be made before loading my furniture which wasnt done. He also lied and breached the contract by promising a truck saying legacy moving group on the side only for 2 unprofessional guys to show up in a Penske truck. They did a walk through of my items and said it matched what was listed and never let me know it went over 800CF as promised that they would by ******* if I had more items. They packed up the truck and said they didnt notify me because they were in a rush and were not able to. I also had to leave valuable items behind. The bill of landing or the new total they are speaking of has initial and said balance to be adjusted upon arrival in which I didnt agree to the additional $1,500. My belongings were packed in a Penske truck and then Delivered in beat up enterprise truck. ************************* was one of the delivery people that was hired under the table on ****** list and I also have a recording of the mover KNOWINGLY telling me on video that he found this job on ********** and has 0 moving experience. I have over 10k in furniture damage, Im currently an active duty member for the ************* Army and my JAG attorney is sending them an email and written letter as Im responding to this message. Sometimes business are crooked and break contracts but luckily for me I have the complete conversation with ******* going over a fraudulent contract. Also, when I first filed my complaint the moving company ignored my emails for delivery and said its because I reported them. When delivering my items I was harassed by their mover and I have security surveillance from my storage unit. It was so bad I had to call the cops and have a police report number if needed. They didnt assemble my furniture back all they did was damage my furniture. They will be hearing from my JAG lawyer momentarily. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/15/2022

  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.

  ******* from Legacy Moving Group reached out to me with an offer of a door-to-door long-distance move. He told me that his company had an in-house moving crew that needed to carry a load on the route I needed.This crew, I was told, would pick up my belongings, drive them to the new location, and deliver them roughly four days later. I was told that it would be the same crew delivering to my new location.After paying a $1050 deposit, I was informed that what would really happen is that my move would be outsourced to a subcontractor, who would transfer my items to a warehouse and deliver them in 17 days on a different truck, necessitating the handling of my items multiple times. The subcontractor, ******************* has an F rating with the BBB.This is not even remotely what I signed up for, so I asked for my deposit back and have not gotten a response from the company.I will consider this matter resolved when I receive the full amount of my $1050 deposit.

  Business Response

  Date: 12/20/2022

  Legacy Moving Group is very sorry for any misunderstanding this customer may have had. They booked their move the day before they needed to be picked up. We told them we would be with them every step of the way, providing pickup information, delivery updates and help filing claims, as we do for all of our customers. They signed a contract with us, which has been included, before paying their deposit, stating that we are a broker and that estimated delivery windows for a move of that distance are **** days. We put significant time, energy and resources into this move. This customer also disputed their credit card charge immediately, effectively stealing from us. Unfortunately, we are unable to work with a customer regarding any refunds after a dispute has been filed as it is now in the bank's hands. 

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18576448
  
  There was no misunderstanding on my part.  The sales representative expressly told me that he was scheduling a moving crew to pick up my belongings and that the same crew would be delivering them from the same truck.  He did not tell me he was a broker, and it is illegal not to disclose that information.  He also did not tell me that my belongings would be transferred through multiple warehouses and trucks during the move, and I would never have been interested in his services if I had known that.

  I did dispute the charge to my credit card, because the company solicited my business under false pretenses and did not provide the service they told me I was buying.  For the company to call that "stealing" just shows how far from reality this company operates.

  I will consider the matter closed once I have confirmation from the bank that the charge has been refunded.  Otherwise I will continue to pursue this matter.

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

  Business Response

  Date: 12/21/2022

  We are unable to process a refund on a disputed charge. It is now the banks decision.

• Initial Complaint

  Date:11/17/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 requested a quote from Legacy Moving Group. I sent them photos of what the items were that should be moved. It was a clear picture of a driving simulator. I explained that the items are not stackable (obvious from the photos as well) and that the items had been moved prior in a 16ftx8ft POD.I received the quote for ****. (This included some packing materials and insurance for 250k) This came from ********************* When the movers [ProSmart] showed up to package and move the items, they informed me that this was not 400 cubic feet but rather closer to 900 cubic feet and would not fit in their truck.They sent me a new quote for ************************************************************************************************************************************************************* *********************. She said she would call and they would be correcting it. She told me it should be around ****.Based on this information, I spoke with ProSmart about picking up the items and continuing the shipment in which they did.NOW ProSmart is still charging me ****. And Legacy Moving has backed on their statement saying it was a miscommunication and that the **** must have been for the amount remaining, not the full amount of the move. But you can see in the emails and text messages it was mentioned that the move should cost only about **** dollars more which is around the **** number she said in her text messages.I will note they are giving me a 913 credit.I was able to speak to a manger, *******************************, who will not doing anything either. His stance is that there was a miscommunication and basically I am out of luck and need to pay.I want to be clear. ProSmart is not at fault in my mind. The issue is that Legacy Moving gave me a quote, when it was wrong, they told me it would be fixed and gave me false information when in fact they "lied" about the new price. Now I am stuck paying around **** dollars more for a move than I was expecting.

  Business Response

  Date: 11/28/2022

  This was an unusual move as the items being transported are not typical household goods we deal with every day. The customer did sent pictures but it is still hard to judge a space allotment before the items are packed. Legacy Moving Group is happy to report that we have reached a resolution with this customer that satisfies both parties. There was originally some confusion on both ends regarding the charges associated with this move. The Bill of Lading provided by our subcontractor did have an extra charge of $913 on it that should not have been there. We were able to resolve that issue and offer a partial refund of this customers deposit to get her much closer to the price she was expecting. I have attached the email thread stating the same.

  Customer Answer

  Date: 11/29/2022

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/23/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: 7/20/22 $1,055.32. Deposit for move.Legacy moving group did not state to me that they would not be moving my items. The actual moving crew,Moving solutions vanlines showed up to my storage unit they said it was much more than the 455 square feet the Legacy team had quoted. How can this be when we provided photos of all items being moved, the storage unit dimensions and photos of the items leaving the second location. This information was provided to ******* and explained.Per the estimate " If you have not signed the movers revised estimate, and the mover loads the truck than federal regulation requires that the mover has reaffirmed the original estimate and cannot demand additional payment at delivery for the additional items" But how is it that they did. My storage unit was loaded up, they drove to the second location and provided a second estimate. The driver had spoken with his boss whom said they were affiliated with Legacy company and were shocked at the price per unit that was quoted to us. How is it that the associated company deemed the estimate unfair and unreliable?That driver gave us a revised estimate of $6,073.19 and per the agreement we had only planned on paying $3,055.32. We called all the numbers we had for Legacy yet no one would help us. We put all of our savings and trust into this company to relocate and they leave us with no response, no help, no refund, discount... nothing. That doesn't sound just or fair to me. We did not add additional items, the one box I did add, I called and made that adjustment which was $115 for ONE additional box. I am extremely unsatisfied and disappointed with this companies service yet Legacy is not taking an ounce of responsibility for this mistake.

  Business Response

  Date: 10/14/2022

  Legacy Moving Group is terribly sorry that this customer is unhappy with their ********************** experience. We did tell them that we are a broker and that we would not be picking up their belongings, it is fully disclosed in our Order of Service that the customer signed. We did speak to the customer at the time of pickup, they were very nasty towards us, yelling, cussing and making threats of violence. We were provided with pictures of the storage units from the outside and it was very hard to tell exactly what was in the units, which is why we did a verbal inventory over the phone. The customer signed off on this inventory stating that was all the items they were moving. When the movers showed up there were many more items than we went over and the price increased because of it. The crew was very gracious and gave a discount on the additional cubic feet even though they were not obligated to do so. Legacy Moving Group did the best job we could with the information provided to us, unfortunately it is often the case with storage units that customers don't realize how much is in them.  In the end, this customer had a successful relocation that ********************** put considerable time, effort and energy into completing. 

• Initial Complaint

  Date:08/15/2022

  Type:Billing 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 was contacted by Scott ***** of Legacy moving after filling out a form about needing a mover. We went over my inventory and he came back with a bid of over $5,000. I explained that I could not afford that amount and I had another bid for 2,700. Scott said let him talk to his manager and he came back with a price of 2,519.25. I had to pay a deposit of $719.25. I would make 2 more payments 1 at pick up and 1 at delivery. A couple days before my pick up I went over inventory with Chad. I'm bad eliminated furniture so the cost went down. The day of pick up 2 med arrived in a Penske truck, which I was never told that it wouldn't be a Legacy moving truck. The man told me he had to do my inventory. He came back and said that I had much more and it would be over 5,000. I explained to him I did not have that kind of money and that is not what I was quoted for the inventory I had given. He said let me see what I could do. He stated he made a phone call and could get it down to 4,200. I again told him I couldn't afford he asked my budget and I told him 3,000. He said to get it down to that amount I would have to leave all my furniture and just take boxes. I told him I could do that and I asked if I could call someone and he said it was Sunday and nobody is there. The man then stated he could talk to his partner and if I rented a uhaul they could come back in Tuesday and move my things. My 13 year old daughter even said oh sir thank you for being so kind, of course her not knowing he was not being kind. At his point I was very uncomfortable and I told him I was not going to be able to afford the move. I asked about deposit and he said you just need to. All and they will take care of it and he even said if they give you any issues just keep in them and they will give it back. 2 phone calls and several emails with Chris **** he is only willing to give back 30%. The gentleman at the scene of the move also told me to never higher a broker because this is how they operate.

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/27) */ Legacy Moving Group is always disappointed when we are unable to complete a customers relocation. This customer had a second storage unit with many more items than we were made aware of. Unfortunately, this is a common occurrence when someone is moving the contents of a storage unit. Customers often can't remember or don't know exactly what they have. We always do our best to provide accurate estimates with the information available to us. We provide 24/7 customer service for on site emergencies and never received a call while the movers were there. There are significant costs associated with dispatching a moving truck and for that reason, deposits are non refundable if movers are sent away, which is clearly outlined in our contract. However, we still offered our customer a 30% refund of their deposit in a good faith effort to make them happy.

• Initial Complaint

  Date:07/13/2022

  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.

  This was my first interstate move, therefore, I did not realize the differences between a moving company and a brokerage company. My complaint against Legacy Moving Group (brokerage company) is as follows: Anthony contacted me, via phone, about my upcoming interstate move. I told Anthony that this was my first interstate move and that I had no idea how to proceed. He told me that he would explain how the procedures worked. He did provide me with enough information to peak my interest, as well as a low estimate quote that was below all the competitors. After we discussed my moving needs and he provided his estimates, I told Anthony that I had an upcoming appointment that might hinder my move or cause me to cancel my contract with the company altogether, and if that should happen, would I receive a refund. Anthony told me that there would not be a problem receiving a refund, as long as I requested the refund within 7-days of my set moving date. After reviewing the fine print in Legacy Moving Group's contract, (and some online research) I felt that I was mislead by Anthony regarding the terms of cancelation and refund policies, therefore I did not feel confident in the services he claimed would be provided by the company during my move. I requested a full refund the same day I received their contract and made my initial payment. I received a reply from Chris stating that they would refund my initial payment, less a 5% refund processing fee. I didn't understand why I was charged a fee when I canceled the contract and requested a refund the same day of my initial payment. I did ask Anthony all the right questions, but he didn't disclose the full terms of cancelation and refund policies, even though I asked him upfront. I have made two attempts to find out about my refund since Chris replied to my initial email, and both have been ignored. Nothing tells you more about a company's true customer service, than the way they treat you when you are no longer their customer.

  Business Response

  Date: 08/15/2022

  Business Response /* (1000, 5, 2022/07/28) */ Legacy Moving Group has a 72 hour cancellation policy to be able to receive a refund. Refunds for cancellations outside of the window are determined on a case by case basis. This customer did cancel within the 72 hour window and though we tried to address her concerns, they wouldn't return our calls. If the customer had wanted, we would have happily written an extended cancellation window into the contract. The customer did get refunded when we told them they would. We have attached a receipt of refund as well as our email correspondence with the customer showing that at no point were they ignored.