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:09/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Safebound Moving to pick up items from the ******* address and deliver to my residence in **. There were 3 employees quickly moving things into the truck as the 4th person listed and tagged items. I signed his inventory sheet. Upon delivery in **, two men not working for Safebound showed up. They made it clear they were in a hurry and rushed putting boxes in my house and garage without checking them against their inventory sheet. I noted many boxes were damaged outside and told the driver and his partner. He handled my items without care. Before they left I asked the driver who he worked for. He would not/could not tell me. I asked him to count items delivered. He did not. I had no time to do this task. I told him about one item I noticed was not delivered and that night he text me a picture showing me he had my box. Within 24 hours, I noted 5 other missing items and wrote to *** and ********************************** to advise them and sent pictures. Instead of looking for my items, they referred me to CSIpros. I did their process and this was a joke. Safebound has my possessions and I want them back. They are blaming me for not indicating what was missing on the inventory sheet. I was not given time to look at what was delivered. I did not complain about what was broken or the damage they left in my driveway of an oil stain. I want my missing items back. They have not directly communicated with me. There are many complaints I have read against them. I refuse to be blamed for what was their responsibility to count what was delivered and look for missing items. Their lack of effort and communication is unprofessional and rude at best...perhaps criminal for taking things that don't belong to them.

  

  Business Response

  Date: 10/05/2022

  ****************** was referred to our claim services via our signed contracts. She has refused to indicate what items are missing and what the value of her damages are. Without her complying to give us a proper inventory we are unable to process her claim.

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 18150832
  
  I am rejecting this response because: 
  Complaint: 18150832
  
  I am rejecting this response because: they are not telling the truth.  I sent them their yellow ticket numbers for all missing items (as can be seen on the dispute settlement document attached). I sent them an email the day of delivery and the day after when I saw what else was missing.  The driver text me telling me he had box 112.  This was never returned to me even though the text indicates he had it.  I sent them a picture of that text as well.  I am unable to send emails as your site does not support that format.  Because they made me go through CSIpros to resolve things, all the documents and items numbers were uploaded to their website.  You can view that they have accounted for all item numbers on this dispute settlement so they clearly have been informed about what is missing.
  I have done everything they asked me to do and rather than speak with me directly to resolve this and show some interest in locating my missing items, they have ignored every attempt I have made to communicate.  In spite of them damaging boxes and my file cabinet, leaving oil stains all the way down my driveway I have not asked for money.  I want my possessions back.  They have two boxes that have important items to me and I need them to return them.  The dog food container was never placed in a box so it cannot be hard to find it.  
  Their response from CSIpros was that they are denying my claim because I did not tell them on their paperwork about what was missing before the driver left. Had you been here to witness the chaos of them dumping my items without accounting for them on the inventory sheet, you would have also been paying more attention to the person who could be potentially breaking your items.  In addition, as I said, the driver was in a hurry to leave and should have shown some responsibility in accounting for my items.  Frankly, it does not matter what I did on their form.  I emailed them right away and the bottom line is they have my possessions and I want them back.  Their value is not relevant.  Money will not replace what is missing.  The only resolution is finding them and returning them or I will consider them stolen and proceed accordingly.  
  
  Sincerely,
  
  Dr. *************************
  Sincerely,
  
  

  

  Business Response

  Date: 10/06/2022

  Tell DEAR VALUED CUSTOMER, Again, we regret that you are unsatisfied with the settlement rendered. All claims are processed based on information submitted by the claimant (the customer) as well as your service provider (moving company). Upon full examination of the submitted documents, the information is entered into our CLAIMS PROCESSING SYSTEM.
  The Claims Processing System generates settlement based on the claimant's ability to provide supportive documentation to their claims. Providing this information will allow the system to decipher the magnitude & resolution of your claims. Should the minimum requirements be met, a recommended offer is then generated in accordance with your coverage and federal law. If you have been offered a settlement, you have met the minimum requirements and your compensation is in compliance with the COVERAGE SELECTED BY YOU PRIOR AND ON YOUR MOVE. PLEASE SEE BELOW A BRIEF OUTLINE OF RECOMMENDED DOCUMENTATION THAT IS SUBJECT TO EXAMINATION IN HOPES OF VALIDATING YOUR CLAIM/COMPLAINT: All Copies of Your Contract Documents FRONT AND BACK:Including Bill of Lading (Contract), order for service, Household Goods Descriptive Inventory (Both pickup and final delivery copies). Be sure to include copies of any moving documents that *** include written notations of damages, loss or and delays that were made by you at time of delivery (Highlight such notations). Clear Photos of Each Damaged Item: Photos must show the entire item and the specific damage claimed. For boxed items, provide a photo of the item and the box. All photos must be in color. Be sure to **** each photo with your name and the name/number of item pictured. In the event photos are not labeled, they will not be considered. Original Purchase Receipt for Each Missing/Damaged Item: Receipt must indicate date of purchase, purchase amount as well as store name, phone number and address. If receipt is not available for a particular item, indicate that and provide the purchase information instead. Original Repair Estimates For all Damaged Items Claimed:For furniture damage, provide one estimate per item. For premises damage and/or automobiles/motorcycles, provide two estimates per item.
  NOTE: You MUST indicate the weight of each lost and/or damaged item, write a description of the damage item as well as indicate if any notation was made to the inventory forms at the time of delivery. The amount claim now MUST be in accordance with the valuation coverage of your move. You cannot claim more than you're signed and agreed coverage. If you are not satisfied with the settlement offer made by your carrier, you must submit your ONLINE DISPUTE LETTER REQUEST along with any supporting documents to re-evaluate your case with hope for a better resolution. REMEMBER: Your claim has already been reviewed once and a settlement letter was issued based on the information you provided. Please read your settlement letter carefully as it will allow you to better understand the reasons for the determination and if any information was missing. NOTE: All disputes are being reviewed by MovingClaims.net senior controllers. No third review of a claim is allowed.KINDLY ACCEPT OUR APOLOGIES FOR ANY INCONVENIENCE AND WE WISH YOU THE BEST IN YOUR NEW LOCATION!us why here...

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 18150832
  
  I am rejecting this response because:  I do not require a condescending form letter with unrealistic requirements.  I followed the movers instructions to file a complaint and upload pictures to CSIpros website.  They have had what they asked for.  How many times do I need to send the same thing over and over?  I dont want anything other than my possessions back.  I have sent the item numbers and description to Safebound and CSIpros.  I am completely aggravated by the red tape they are creating.  Find my possessions and return them.  Did you ask if they even looked for my things?  Their driver certainly had one item of mine and did not return it.  I do not want to continue dealing with a company only seeking to blame me for them losing my possessions.  Completely unacceptable!  They need to tell me they are going to find and return my things.  That is the only acceptable response.  Make an effort!  They were paid to deliver ALL of my things and did not.  If I do not get a personal response to MY complaint instead of a form letter, I will start the process to taking this to a higher level.  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/18/2022

  Tell us why here...DEAR VALUED CUSTOMER, Again, we regret that you are unsatisfied with the settlement rendered. All claims are processed based on information submitted by the claimant (the customer) as well as your service provider (moving company). Upon full examination of the submitted documents, the information is entered into our CLAIMS PROCESSING SYSTEM.
  The Claims Processing System generates settlement based on the claimant's ability to provide supportive documentation to their claims. Providing this information will allow the system to decipher the magnitude & resolution of your claims. Should the minimum requirements be met, a recommended offer is then generated in accordance with your coverage and federal law. If you have been offered a settlement, you have met the minimum requirements and your compensation is in compliance with the COVERAGE SELECTED BY YOU PRIOR AND ON YOUR MOVE. PLEASE SEE BELOW A BRIEF OUTLINE OF RECOMMENDED DOCUMENTATION THAT IS SUBJECT TO EXAMINATION IN HOPES OF VALIDATING YOUR CLAIM/COMPLAINT: All Copies of Your Contract Documents FRONT AND BACK:Including Bill of Lading (Contract), order for service, Household Goods Descriptive Inventory (Both pickup and final delivery copies). Be sure to include copies of any moving documents that *** include written notations of damages, loss or and delays that were made by you at time of delivery (Highlight such notations). Clear Photos of Each Damaged Item: Photos must show the entire item and the specific damage claimed. For boxed items, provide a photo of the item and the box. All photos must be in color. Be sure to **** each photo with your name and the name/number of item pictured. In the event photos are not labeled, they will not be considered. Original Purchase Receipt for Each Missing/Damaged Item: Receipt must indicate date of purchase, purchase amount as well as store name, phone number and address. If receipt is not available for a particular item, indicate that and provide the purchase information instead. Original Repair Estimates For all Damaged Items Claimed:For furniture damage, provide one estimate per item. For premises damage and/or automobiles/motorcycles, provide two estimates per item.
  NOTE: You MUST indicate the weight of each lost and/or damaged item, write a description of the damage item as well as indicate if any notation was made to the inventory forms at the time of delivery. The amount claim now MUST be in accordance with the valuation coverage of your move. You cannot claim more than you're signed and agreed coverage. If you are not satisfied with the settlement offer made by your carrier, you must submit your ONLINE DISPUTE LETTER REQUEST along with any supporting documents to re-evaluate your case with hope for a better resolution. REMEMBER: Your claim has already been reviewed once and a settlement letter was issued based on the information you provided. Please read your settlement letter carefully as it will allow you to better understand the reasons for the determination and if any information was missing. NOTE: All disputes are being reviewed by MovingClaims.net senior controllers. No third review of a claim is allowed.KINDLY ACCEPT OUR APOLOGIES FOR ANY INCONVENIENCE AND WE WISH YOU THE BEST IN YOUR NEW LOCATION!

  

  Business Response

  Date: 11/10/2022

  Trying to resolve this complaint, however it is clear the consumer is unwilling to come to a mutual resolution despite valiant efforts from Safebound. We strive for perfection and for every item to make it to our clients delivery location without damage and without missing items. Of course, we are human and sometimes make mistakes. Sometimes things get lost. We have no use for *********************** missing items she claims have been stolen, those items include garbage bags. We have strict policies and procedures regarding damaged or missing items, which is our 3rd party claims process, which the client refuses to take part in. I am unable to move forward with this client considering they will not adhere to our policies and procedures, which are clearly stated in not only the binding estimate, but the interstate bill of lading, as well as the valuation selection she signed. If we have to reimburse this client for her missing garbage bags, or replace them, that is what we will do. However, we have completed 1 search and recovery of our warehouse, and are currently doing a 2nd one months later just in case. I have reached out to the clients that were shipped alongside this client, the items they claim are missing have not been wrongfully delivered to a separate client. Please see attached which includes Safebound's efforts to ask a fair resolution of this client, the interstate bill of lading, inventory and valuation selection. Please advise how we can amicably and fairly move forward. 

• Initial Complaint

  Date:09/19/2022

  Type:Product 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.

  This is concerning my move from ********* ** to ******, ******* beginning on June 26 , ending July 8, 2022. The furnishings were scheduled for pick up on June 26, between 12:30 and 2 pm. After receiving several phone calls changing the arrival time, the movers finally arrived at 9:30 pm. They worked until 4 am packing, needless to say this seems to be a strange practice, with no recognition or compensation from the company!The estimate indicated that 1 month of free storage, plus the labor to unload into and reload from and deliver from storage was included. The final bill of lading shows a $750 warehouse handling fee and $423.06 for pro rated storage.The final cost for the move was almost 3 times the estimate, seems extreme to me!I have contacted the business by email and US mail, but received no response!Many items arrived broken, as the boxes were not handled carefully, several being crushed.These included a floor lamp and a barrister bookcase, which were packed by the movers.I appreciate any assistance you can provide.

  

  Business Response

  Date: 10/05/2022

  We extended ******************** a $773.53 discount for the issues caused during this job. 

  Customer Answer

  Date: 10/05/2022

   
  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:08/26/2022

  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 paid for my move from ** to **** my item were picked up and packaged on June 30th wit and estimated delivery of said items on 31 July. Since my items where picked up I have had zero communication from the company, I call and they hang up on me, no response to emails I have spent at least a thousand dollars on items for my new home that they currently have , a clear waist of my money! All with out even so much of an update two months later where ********* of my belongings are, please help

  

  Business Response

  Date: 10/05/2022

  Tell us why here...Dear BBB, please accept this formal acknowledgement notice of the above referenced BBB case number submitted by the consumer. Please note, that we are more than willing to thoroughly investigate the consumers said complaints in an attempt to better understand, validate and fairly resolve all of their issues against our company.
   Customer satisfaction is critically important to us and we want to ensure that every customer knows their business is valued and truly appreciated. When it comes to these matters,we put ourselves completely at the customer's disposal. Rest assured that if and upon a full and thorough investigation through https://csipros.org/(Claims ****************** we can validate that the customer's claims/complaints against the company are in fact true and accurate, the company guarantees to compensate the customer in accordance to their coverage and will ensure a fair resolution to their issues. It is important for the BBB to know that, as part of our commitment to ***************** and Customer Satisfaction all consumers are given the opportunity and necessary resources to deal directly with our company in hopes of reaching a fair resolution. In addition to that, all consumers receive informative documentation prior to their service date,advising them that in the unlikely event a consumer may realize that some of their goods are damaged or missing, or if they feel that they have been over-charged or charged for services that they didn't received prior, during or after services were completed, they are provided with the opportunity to have their issues and concerns formally addressed, investigated and resolved in accordance with their coverage and contractual liabilities.
   To better understand and validate all of the consumer claims/complaints we respectfully request that the consumer submit copies of the contracts they have received from the company,they allegedly have had transactions with to determine and validate the company they are attempting to file their complaint against. Thus, will confirm interaction between both parties and ensure a fair investigation for both the customer as well as the company.
   We respectfully request that the consumer provide the following supportive Documents (FRONT AND BACK);Bill of Lading (contract) Order for Service Household Goods Descriptive Inventory (both pickup and final delivery copies) Proof of any financial transaction made with the Service Provider (receipt, bank statement, etc.) We urge the customer to submit additional information as soon as possible so that we may address their issues. Be sure to highlight any notations made at the time of service implementing said concerns. We strongly believe that with mutual consideration and understanding, we can easily reach a fair resolution and keep the relationship between all parties in good-standing. Very ********************** Department

• Initial Complaint

  Date:08/24/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We called this company to do our move. They apparently sub contracted it out to a company in ********, where we were moving from. We ended up paying extra for our move because we had taken up more space. We were also told it wouldn't be put in storage. When we received our stuff down in fl, we were told it had been packed and unpacked, because most of the boxes were squished. They had written on some of our furniture. We were missing things, and they damaged an antique. We then found out as we were unpacking, that they had opened some of our boxes, and shoved random things in with our clothes or whatever else was in the box they decided to open. So now our move took up less room, when we had paid for more. Weve been back and forth for the last 5 weeks trying to get a resolution, and no one ever calls back. I tried to put in a claim for my damaged property, but their claims company doesn't deal with the contracted company, and the contracted company wants to give me some .60 cents a pound per item. I shouldn't have to go through hoops when I wasn't the one that even hired them to begin with. I'd like the extra money back since they ended up cramming my stuff in, and I want money back for my damaged property.

  

  Business Response

  Date: 10/05/2022

  Tell us why hereDear BBB, please accept this formal acknowledgement notice of the above referenced BBB case number submitted by the consumer. Please note, that we are more than willing to thoroughly investigate the consumers said complaints in an attempt to better understand, validate and fairly resolve all of their issues against our company.
   Customer satisfaction is critically important to us and we want to ensure that every customer knows their business is valued and truly appreciated. When it comes to these matters,we put ourselves completely at the customer's disposal. Rest assured that if and upon a full and thorough investigation through https://csipros.org/(Claims ****************** we can validate that the customer's claims/complaints against the company are in fact true and accurate, the company guarantees to compensate the customer in accordance to their coverage and will ensure a fair resolution to their issues. It is important for the BBB to know that, as part of our commitment to ***************** and Customer Satisfaction all consumers are given the opportunity and necessary resources to deal directly with our company in hopes of reaching a fair resolution. In addition to that, all consumers receive informative documentation prior to their service date,advising them that in the unlikely event a consumer may realize that some of their goods are damaged or missing, or if they feel that they have been over-charged or charged for services that they didn't received prior, during or after services were completed, they are provided with the opportunity to have their issues and concerns formally addressed, investigated and resolved in accordance with their coverage and contractual liabilities.
   To better understand and validate all of the consumer claims/complaints we respectfully request that the consumer submit copies of the contracts they have received from the company,they allegedly have had transactions with to determine and validate the company they are attempting to file their complaint against. Thus, will confirm interaction between both parties and ensure a fair investigation for both the customer as well as the company.
   We respectfully request that the consumer provide the following supportive Documents (FRONT AND BACK);Bill of Lading (contract) Order for Service Household Goods Descriptive Inventory (both pickup and final delivery copies) Proof of any financial transaction made with the Service Provider (receipt, bank statement, etc.) We urge the customer to submit additional information as soon as possible so that we may address their issues. Be sure to highlight any notations made at the time of service implementing said concerns. We strongly believe that with mutual consideration and understanding, we can easily reach a fair resolution and keep the relationship between all parties in good-standing. Very ********************** Department...

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 17761157
  
  I am rejecting this response because: I already went through this song and dance. I went through their claims company. And because Safebound sub contracted it out to other movers, Safebounds claims company, will not process the claim. So I then have to go through the company they hired, which only wants to give me .60 center per pound per article. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 10/07/2022

  Dear Valued Customer, Compensation for your claim was based upon the level of valuation coverage selected by you on the Bill of Lading(contract) and notations for damaged and/or missing items documented on the Descriptive Inventory. Weights are derived from a table of deemed weights provided by AMSA and approved by the **************************. If actual weights are to be considered, the customer will need to provide proof of weight by submitting the manufacturer specifications for each item being claimed. As an interstate mover, the carrier is obligated to adhere to applicable federal law as administered by the *******************************, specifically in regard to limitation of liability, 49 C.F.R. 375.203(b). In the present case, a review of the documentation reveals that a limitation of liability of $0.60 per pound per article was agreed upon. Under this option, the maximum liability is limited to $0.60 per pound per article, for all items indicated as damaged or missing at time of delivery. Please note that this moving claim is NOT an insurance claim and is based on the terms of the contract you agreed to by signing. This is a Valuation claim that is compensated by weight @ .60 cents per lb per each item being claimed. If you are not satisfied with the settlement offer made by your carrier, you must submit your ONLINE DISPUTE LETTER REQUEST along with any supporting documents to re-evaluate your case with hope for a better resolution.
   REMEMBER: Your claim has already been reviewed once and a settlement letter was issued based on the information you provided. Please read your settlement letter carefully as it will allow you to better understand the reasons for the determination and if any information was missing. NOTE: All disputes are being reviewed by https://csipros.org/ senior controllers. No third review of a claim is allowed. KINDLY ACCEPT OUR APOLOGIES FOR ANY INCONVENIENCE AND WE WISH YOU THE BEST IN YOUR NEW LOCATION!

• Initial Complaint

  Date:08/18/2022

  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.

  Safebound damaged a dresser mirror during the move I hired them for. After months of calls the company finally stated they would send me a $150 check for the damages. While this was no where near the cost of the mirror I just wanted to be done and accepted. It took another 6 weeks and multiple phone calls to receive the check. Upon receipt I deposited it and the check bounced as it was sent from a blocked/ frozen account. The bank charged back the $150 and I was charged fees. I am requesting reimbursement for the mirror and fees in the amount of $750.

  

  Business Response

  Date: 10/05/2022

  Tell us why here...Dear BBB, please accept this formal acknowledgement notice of the above referenced BBB case number submitted by the consumer. Please note, that we are more than willing to thoroughly investigate the consumers said complaints in an attempt to better understand, validate and fairly resolve all of their issues against our company.
   Customer satisfaction is critically important to us and we want to ensure that every customer knows their business is valued and truly appreciated. When it comes to these matters,we put ourselves completely at the customer's disposal. Rest assured that if and upon a full and thorough investigation through https://csipros.org/(Claims ****************** we can validate that the customer's claims/complaints against the company are in fact true and accurate, the company guarantees to compensate the customer in accordance to their coverage and will ensure a fair resolution to their issues. It is important for the BBB to know that, as part of our commitment to ***************** and Customer Satisfaction all consumers are given the opportunity and necessary resources to deal directly with our company in hopes of reaching a fair resolution. In addition to that, all consumers receive informative documentation prior to their service date,advising them that in the unlikely event a consumer may realize that some of their goods are damaged or missing, or if they feel that they have been over-charged or charged for services that they didn't received prior, during or after services were completed, they are provided with the opportunity to have their issues and concerns formally addressed, investigated and resolved in accordance with their coverage and contractual liabilities.
   To better understand and validate all of the consumer claims/complaints we respectfully request that the consumer submit copies of the contracts they have received from the company,they allegedly have had transactions with to determine and validate the company they are attempting to file their complaint against. Thus, will confirm interaction between both parties and ensure a fair investigation for both the customer as well as the company.
   We respectfully request that the consumer provide the following supportive Documents (FRONT AND BACK);Bill of Lading (contract) Order for Service Household Goods Descriptive Inventory (both pickup and final delivery copies) Proof of any financial transaction made with the Service Provider (receipt, bank statement, etc.) We urge the customer to submit additional information as soon as possible so that we may address their issues. Be sure to highlight any notations made at the time of service implementing said concerns. We strongly believe that with mutual consideration and understanding, we can easily reach a fair resolution and keep the relationship between all parties in good-standing. Very ********************** Department

• Initial Complaint

  Date:08/18/2022

  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.

  On 7/25/22 Safebound and I formed a contract to move my son's belongings to **********, *************. There was a deposit made of $555. 00. On 8/5/22 Safebound arrived late but arrived and po packed up my son's belongings onto their truck. A payment of $****** was made with the understanding that there is a balance of ****** to be made upon delivery of belongings to *************. I have been working with **** from Safebound through phone conversations and text. After belongings were picked up I had texted Will asking about arrival time and he said **** business days. Now I tried to call several times but never an answer so I left voicemails and emails asking for a tracking number and the status of shipment. Nothing at first. Then I received an email stating there isn't a tracking number and any further concerns need to go through supports email. I did receive a phone call from someone named ***** who asked me to call him and that he would be texting me. This was on 8/11/22. I did speak with ***** who said that he would have an update on monday with arrival information for me and to text him Monday and he'd get that to me. So at 10:05 am 8/15/22 I texted ***** asking for information in regards to my shipment. ***** replied back at 2:14 pm saying nothing yet try again tomorrow. I replied back asking if it was still in ******* and he replied back "yes". I said "wow, really" . No reply back. So on 8/16/22 I texted ***** at 10:30am stating that I looked up some things and found that Will stared **** business days; and he replied back at 2:24pm saying "As soon as I have a good idea, I'll let u know". Now I realize shipping takes awhile but the lack of customer service and then seeing online that they damage items that **** business days us a farse it's more like 30 and belongings are destroyed. I'm concerned and why can't I get a straight answer. I'd like my son's belongings either to ship in good condition or for them to be given back to me. With a refund

  

  Business Response

  Date: 10/05/2022

  Tell us why here...Dear BBB, please accept this formal acknowledgement notice of the above referenced BBB case number submitted by the consumer. Please note, that we are more than willing to thoroughly investigate the consumers said complaints in an attempt to better understand, validate and fairly resolve all of their issues against our company.
   Customer satisfaction is critically important to us and we want to ensure that every customer knows their business is valued and truly appreciated. When it comes to these matters,we put ourselves completely at the customer's disposal. Rest assured that if and upon a full and thorough investigation through https://csipros.org/(Claims ****************** we can validate that the customer's claims/complaints against the company are in fact true and accurate, the company guarantees to compensate the customer in accordance to their coverage and will ensure a fair resolution to their issues. It is important for the BBB to know that, as part of our commitment to ***************** and Customer Satisfaction all consumers are given the opportunity and necessary resources to deal directly with our company in hopes of reaching a fair resolution. In addition to that, all consumers receive informative documentation prior to their service date,advising them that in the unlikely event a consumer may realize that some of their goods are damaged or missing, or if they feel that they have been over-charged or charged for services that they didn't received prior, during or after services were completed, they are provided with the opportunity to have their issues and concerns formally addressed, investigated and resolved in accordance with their coverage and contractual liabilities.
   To better understand and validate all of the consumer claims/complaints we respectfully request that the consumer submit copies of the contracts they have received from the company,they allegedly have had transactions with to determine and validate the company they are attempting to file their complaint against. Thus, will confirm interaction between both parties and ensure a fair investigation for both the customer as well as the company.
   We respectfully request that the consumer provide the following supportive Documents (FRONT AND BACK);Bill of Lading (contract) Order for Service Household Goods Descriptive Inventory (both pickup and final delivery copies) Proof of any financial transaction made with the Service Provider (receipt, bank statement, etc.) We urge the customer to submit additional information as soon as possible so that we may address their issues. Be sure to highlight any notations made at the time of service implementing said concerns. We strongly believe that with mutual consideration and understanding, we can easily reach a fair resolution and keep the relationship between all parties in good-standing. Very ********************** Department

• Initial Complaint

  Date:08/16/2022

  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.

  Safebound moving and storage was contracted to move me from ****** ******* to ********** ************** and provided me with a "Binding Moving Estimate". This company knew we had sold our home and had to vacate on the scheduled date, upon arrival their estimate doubled at first then the movers said we can offer a small discount. This was purely a bait and switch. A complaint has also been filed with the ****************************** due to this move crossing state lines. Upon arrival to ur new home, they had "lost" all of our clothes, numerous household items and there was considerable damage to the items that actually were delivered. We were not allowed to conduct an inventory on the delivery day and when damaged items were discovered,, the movers said "file a claim" which was done. The result of our claim was an offer of $59.00 for our losses. Considering that airlines offer up to $3,500. for a piece of lost luggage, this is an insult. It was also never paid by them. But the so called insurance company is actually paid by them to squash claims we found out.

  

  Business Response

  Date: 10/05/2022

  Tell us why here..Dear Valued Customer, In the unlikely event, you may realize that some of your goods are damaged or missing, or if you feel that you have been over-charged or charged for services that you didn't received prior, during or after services were completed, all customers understand that they should initially give the service provider (Their Moving Company) the first right to fully investigate and respond in writing with a resolution to their issues.
  TO START YOUR CLAIM/COMPLAINT PROCESS, PLEASE SEE INSTRUCTIONS BELOW: LOG ON TO: https://csipros.org/ WHEN ENTERING SITE, CLICK ON THE ***** FILE YOUR MOVING CLAIM / COMPLAINT PLEASE MAKE SURE TO HAVE THE FOLLOWING INFORMATION WHEN REGISTERING YOUR CASE: YOUR MOVING COMPANY LEGAL NAME. YOUR FULL NAME AS IT APPEARS ON THE **** OF LADING (CONTRACT). YOUR FULL CURRENT ADDRESS. A VALID PHONE NUMBER. A VALID EMAIL ADDRESS. YOUR ORDER NUMBER OR MOVE CONFIRMATION NUMBER. MOVED FROM STATE / MOVE TO STATE. YOUR MOVE DATE.
  Upon receiving your information online, a Claim Acknowledgment Confirmation Notice will be sent to you via email, confirming that your claim/complaint has been received and entered to our electronic system. Note: Please make sure to check your junk or spam folders for our email confirmation. WHAT IS THE **** LIMIT TO FILE A CLAIM? For interstate / International / Local moves it is up to 9 months from the date of the delivery. For local and intrastate moves in all other states, it depends on each state regulation. In most states, it is between ***** days from the date of the delivery. Check with your carrier directly or on the back of your Bill of Lading, for your specific claim filing requirements.
  Once you file online, we will receive your information in our system and will be verifying your information with your carrier to properly assign you a Claim #.We will then email you a claim form to the email you have registered with. All claim forms, claim support documents and copies of shipping documents, can be mailed to our mailing address located on contact us page.
  HOW LONG DOES THE PROCESS TAKE?
  FOR LOCAL MOVES: Since there are no specific time limitations regulated by the different states, we have decided to treat local / Intrastate moves as Interstate move (120 days) so that claims are adjusted in a timely manner.
   FOR INTERSTATE MOVES: Your carrier has 120 days to provide a settlement offer for your claim, from the date your complete claim along with all required documents is received in their office. If claims can't be settled or denied within that time, an extension notice must be sent to the customer within every consecutive 60 days period. https://csipros.org/ as the assigned third-party claims company must follow the same requirements of your carrier's. However, as part of our customer service we strive to offer a speedy resolution. We strongly believe that with mutual consideration and understanding, we can easily reach a fair resolution and keep the relationship between all parties in good-standing.Very ****** **************** Department.

• Initial Complaint

  Date:08/15/2022

  Type:Customer Service 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 booked safe bound moving and storage for an instate move (**) on 11/28/2021. A few items were damaged in the process of moving, storing, and delivering by the company. The following items were damaged: ******* Induction ******** ******* Smart Refrigerator,Garage Cabinet, two file cabinets.I followed directions from safe bound moving and storage and opened a claim through the vendor CSIPros which I believe is an insurance company for SafeBound moving and storage. I uploaded pictures as requested by ******* and after all the damages a settlement of ****** was offered. To replace the cooktop of the stove that SafeBound moving and storage broke it will cost and estimated ****** and to replace all the dents, scratches, scuff marks done to refrigerator will cost an estimated ******. In addition to the above CSIPros has also closed my case due to Lack of Interest, and will no longer answer calls. I am opening a case with BBB to resolve this matter. So in summary the settlement offer of ****** is no where near the actual cost of repairing the items above and I would like to receive the actual cost of what needs to be paid to fix the items that Safebound Moving and storage damaged.

  

  Business Response

  Date: 10/05/2022

  Tell us why here...Dear BBB, please accept this formal acknowledgement notice of the above referenced BBB case number submitted by the consumer. Please note, that we are more than willing to thoroughly investigate the consumers said complaints in an attempt to better understand, validate and fairly resolve all of their issues against our company.
   Customer satisfaction is critically important to us and we want to ensure that every customer knows their business is valued and truly appreciated. When it comes to these matters,we put ourselves completely at the customer's disposal. Rest assured that if and upon a full and thorough investigation through https://csipros.org/(Claims ****************** we can validate that the customer's claims/complaints against the company are in fact true and accurate, the company guarantees to compensate the customer in accordance to their coverage and will ensure a fair resolution to their issues. It is important for the BBB to know that, as part of our commitment to ***************** and Customer Satisfaction all consumers are given the opportunity and necessary resources to deal directly with our company in hopes of reaching a fair resolution. In addition to that, all consumers receive informative documentation prior to their service date,advising them that in the unlikely event a consumer may realize that some of their goods are damaged or missing, or if they feel that they have been over-charged or charged for services that they didn't received prior, during or after services were completed, they are provided with the opportunity to have their issues and concerns formally addressed, investigated and resolved in accordance with their coverage and contractual liabilities.
   To better understand and validate all of the consumer claims/complaints we respectfully request that the consumer submit copies of the contracts they have received from the company,they allegedly have had transactions with to determine and validate the company they are attempting to file their complaint against. Thus, will confirm interaction between both parties and ensure a fair investigation for both the customer as well as the company.
   We respectfully request that the consumer provide the following supportive Documents (FRONT AND BACK);Bill of Lading (contract) Order for Service Household Goods Descriptive Inventory (both pickup and final delivery copies) Proof of any financial transaction made with the Service Provider (receipt, bank statement, etc.) We urge the customer to submit additional information as soon as possible so that we may address their issues. Be sure to highlight any notations made at the time of service implementing said concerns. We strongly believe that with mutual consideration and understanding, we can easily reach a fair resolution and keep the relationship between all parties in good-standing. Very ********************** Department

• Initial Complaint

  Date:08/08/2022

  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 belongings were picked up on 7/21. We were told initially that they would be dropped off the following week and like many others on here received a fair quote. The moving truck showed up on 7/21 but it immediately became apparent that the quote we first received was not going to be honored and instead we were charged **** more than that. We moved to our new home and days turned to weeks and we still havent gotten our belongings. Apparently the delivery date they quote is the first possible day they MIGHT be able to deliver your goods. Its now been 3 weeks since our belongings were packed away and we have not gotten one phone call or email. We have left messages but the brokers mailbox is full coincidentally and **************** goes straight to voicemail. At this point Id just prefer they tell me where our stuff is and let us put it in a Uhaul, we have had to rebuy everything for our infant because it was all packed away, we couldnt let him sleep on the floor for weeks. Fortunately we packed a few suitcases but that is all we have until they decide to let us have our belongings back.

  

  Business Response

  Date: 10/05/2022

  Tell us why here...Dear BBB, please accept this formal acknowledgement notice of the above referenced BBB case number submitted by the consumer. Please note, that we are more than willing to thoroughly investigate the consumers said complaints in an attempt to better understand, validate and fairly resolve all of their issues against our company.
   Customer satisfaction is critically important to us and we want to ensure that every customer knows their business is valued and truly appreciated. When it comes to these matters,we put ourselves completely at the customer's disposal. Rest assured that if and upon a full and thorough investigation through https://csipros.org/(Claims ****************** we can validate that the customer's claims/complaints against the company are in fact true and accurate, the company guarantees to compensate the customer in accordance to their coverage and will ensure a fair resolution to their issues. It is important for the BBB to know that, as part of our commitment to ***************** and Customer Satisfaction all consumers are given the opportunity and necessary resources to deal directly with our company in hopes of reaching a fair resolution. In addition to that, all consumers receive informative documentation prior to their service date,advising them that in the unlikely event a consumer may realize that some of their goods are damaged or missing, or if they feel that they have been over-charged or charged for services that they didn't received prior, during or after services were completed, they are provided with the opportunity to have their issues and concerns formally addressed, investigated and resolved in accordance with their coverage and contractual liabilities.
   To better understand and validate all of the consumer claims/complaints we respectfully request that the consumer submit copies of the contracts they have received from the company,they allegedly have had transactions with to determine and validate the company they are attempting to file their complaint against. Thus, will confirm interaction between both parties and ensure a fair investigation for both the customer as well as the company.
   We respectfully request that the consumer provide the following supportive Documents (FRONT AND BACK);Bill of Lading (contract) Order for Service Household Goods Descriptive Inventory (both pickup and final delivery copies) Proof of any financial transaction made with the Service Provider (receipt, bank statement, etc.) We urge the customer to submit additional information as soon as possible so that we may address their issues. Be sure to highlight any notations made at the time of service implementing said concerns. We strongly believe that with mutual consideration and understanding, we can easily reach a fair resolution and keep the relationship between all parties in good-standing. Very ********************** Department

• Initial Complaint

  Date:07/31/2022

  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.

  On June 28 the company came to finish packing our belongings at *************, *******, to move to **************, for an initial deposit of $4,340. Five persons were sent for the packing and loading of the truck.The moving would take around 7 days.We later agreed to pay and additional amount for extra boxes and to have our moving in ** done the next day on June 29. The total amount now was $10,573.24 ($6,233.24 more)The truck arrived at ** in late afternoon, June 29, with only two (2) persons, for unloading and moving into the house. By 10 pm these 2 people were completely exhausted at which time they called the company to ask to let them finish next day. They had to unload over 200 boxes and furniture. The company manager refused and insisted they must finish that night. The job was never completed. The company employees left around midnight. Most of the boxes that were supposed to go to each room of the house were left in the dining room and garage. My husband and myself had to help them carry boxes, and also lend them tools to assemble the beds, etc.Due to the lack of personnel to do this job, floors were damaged, walls were scratched, and a hole was made in the stairwell wall. Our TV screen was scratched, among other damages. We were left to finish the job during the following days by carrying boxes and furniture to the rooms they were supposed to have been placed in a two-story house.Both of us are 66 years old. Having to do the movers job has caused us back, arm and leg pains - especially back pain and exhaustion.

  

  Business Response

  Date: 10/05/2022

  Tell us why herDear BBB, please accept this formal acknowledgement notice of the above referenced BBB case number submitted by the consumer. Please note, that we are more than willing to thoroughly investigate the consumers said complaints in an attempt to better understand, validate and fairly resolve all of their issues against our company.
   Customer satisfaction is critically important to us and we want to ensure that every customer knows their business is valued and truly appreciated. When it comes to these matters,we put ourselves completely at the customer's disposal. Rest assured that if and upon a full and thorough investigation through https://csipros.org/(Claims ****************** we can validate that the customer's claims/complaints against the company are in fact true and accurate, the company guarantees to compensate the customer in accordance to their coverage and will ensure a fair resolution to their issues. It is important for the BBB to know that, as part of our commitment to ***************** and Customer Satisfaction all consumers are given the opportunity and necessary resources to deal directly with our company in hopes of reaching a fair resolution. In addition to that, all consumers receive informative documentation prior to their service date,advising them that in the unlikely event a consumer may realize that some of their goods are damaged or missing, or if they feel that they have been over-charged or charged for services that they didn't received prior, during or after services were completed, they are provided with the opportunity to have their issues and concerns formally addressed, investigated and resolved in accordance with their coverage and contractual liabilities.
   To better understand and validate all of the consumer claims/complaints we respectfully request that the consumer submit copies of the contracts they have received from the company,they allegedly have had transactions with to determine and validate the company they are attempting to file their complaint against. Thus, will confirm interaction between both parties and ensure a fair investigation for both the customer as well as the company.
   We respectfully request that the consumer provide the following supportive Documents (FRONT AND BACK);Bill of Lading (contract) Order for Service Household Goods Descriptive Inventory (both pickup and final delivery copies) Proof of any financial transaction made with the Service Provider (receipt, bank statement, etc.) We urge the customer to submit additional information as soon as possible so that we may address their issues. Be sure to highlight any notations made at the time of service implementing said concerns. We strongly believe that with mutual consideration and understanding, we can easily reach a fair resolution and keep the relationship between all parties in good-standing. Very ********************** Departmente...

  Customer Answer

  Date: 10/20/2022

   
  From: ********************************* <*********************>
  Date: Sun, Oct 16, 2022 at 2:20 PM
  Subject: Fwd: You have a New Message from BBB Serving Southeast ******* & ************* Complaint #********
  To: <***************************************>
  
  
  

  
  

  
  

  Good afternoon,

  Complaint ********

  
  

  Regarding customer satisfaction and we put ourselves completely at the customers disposal I must respond that both statements do dot represent the company at all. I must recall the telephone conversation we (my husband and I) had with the companys supervisor or manager the evening of June 30 in which we informed her that the move-in could not be completed due to the lack of sufficient personnel and the very late hour. The response was simply: it must be done tonight. No alternatives, no solutions, NO customer satisfaction. No solution or reply was ever provided by the company, or we put ourselves completely at the customers disposal was ever offered. We were left with piles of boxes at around midnight, after having to help the exhausted 2 movers until neither we or they could not continue. Both my husband and I were 66 years old, and were left with aching bodies. We are still waiting for the fair resolution or any contact whatsoever.

  In addition, there was damage to some belongings and damage to the interior of the house.

  It is our understanding that all the requested documents have been submitted to the Better Business Bureau and, obviously, the company has copies of these documents. Their request can only be taken as a delaying tactic and/or an attempt to exhaust our efforts for a fair resolution.

  The company, Safebound Logistics LLC, is well aware of our dissatisfaction and complaints. If they had any intention of reaching a resolution they would have contacted us, the customers. 

  
  

  Kindest regards,

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

  

  Business Response

  Date: 10/26/2022

  *******************, based on the information you have already received the "refund" you are requesting. You disputed your pick up payment, fraudulently. Your pick up service was performed on 6/28/2022. You disputed this payment of $4000.00 USD under the false pretenses. You paid via quick books invoice. You signed on the contract that you made that payment, and then disputed the payment as an unauthorized transaction. You utilized $4000.00 worth of service and intentionally lied to a banking institution. The document you uploaded is called your interstate bill of lading. That is a legal document that  records every transaction you make. You signed it on the date of pick up which was 6/28/2022 stating you signed and agree and paid $4000.00. Please advise us how we can fix this further as you have practically stolen services you signed a contract for. Thank you for your time and I await your response.

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 17648698
  
  I am rejecting this response because I never received a refund and the charge that I initially disputed with my credit card (because the moving company did not fulfill the contract) was eventually paid by the credit card company to the moving company in September. See attached statement. In other words, I paid the full contract amount to Safebound Moving & Storage and did not receive the services that I bargained for, which was to have the boxes moved into my house with next day delivery. Instead, my husband and I had to finish the move ourselves, because the movers were too exhausted to finish. If anyone committed fraud here is Safebound Moving & Storage, which never delivered in what was promised, and is now accusing me of bank fraud, when I do not owe them anything.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 11/04/2022

  From: ************************* <***************************************************************************;
  Date: Thu, Nov 3, 2022 at 4:44 PM
  Subject: ********************************* Response case ID #********
  To: *************************************** <***************************************>
  
  
  

  Dear Miss M,
  Based on the *********** bill you sent, it shows the $4160.00 was taken off your card and then placed right back on your card within the next billing cycle, so thank you for providing us with that evidence. I have also included a screenshot from today that shows you disputed the deposit. Based on the photos you provided of your boxes, it shows all of them inside. At no point did you elect to pay for an unpacking service. You also refused to pay for stairs at your delivery which is why your boxes were left on the first floor. I have provided a copy of the binding agreement you signed, stating if there are stairs, that is an additional fee. The first flight (7 steps) is free. Any additional flights are additional $75.00. You did not disclose at any point during your booking that you had stairs at your delivery location. Lastly, if you look at the estimate that I have attached you will see a balance of $4000.00, which is the amount you still owe.

   

   

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

  Customer Service Manager

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

  www.Safebound.com

  1727 *****************

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

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 17648698
  
  I am rejecting this response because:

   I never requested unpacking services, but I was not informed that when delivering the boxes they were going to be placed anywhere in the house. I have had other moving services and the boxes where just delivered to the correspondent room. (this is supposed to be a customary service)

  When I got the quote, I was just asked if the house entrance had stairs and I declared that it had 5 steps. 

  As you can see on then next *********** statement closing on October 28, I paid $5145.00 that included the charge of Safebound Logistics. I called *********** and they confirmed me that your company was already paid and that your financial institution must have it.
  

  I feel that for what I paid for your services ($10573.24), the service  was unsatisfactory.

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