Complaints

• Initial Complaint

  11/24/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I just had my first *** and moving from **** to ********** quoted 1297 paid 850 so far I was quoted 1296 in a binding estimate paid the deposit then paid the pick up date fee then after a week of having my stuff and moving it to ******** already they called demanding I pay an extra ********************************************************************************************** ******** while im already in ********** if I dont pay at pick up there is no additional services needed and the large truck has easy access to the road way both in and out what they are doing is a violation of both state and federal laws on extortion and business practices in ********** Under California Business and Professions Code *****, it is unlawful for a mover to demand payment for services not disclosed in the written agreement or to hold your property hostage.Unauthorized Charges Are Illegal: Demanding a destination fee that is not listed in the binding estimate or agreed to in writing is a violation of 49 CFR ******* I will happily pay the remaining on our agreed amount the last 450 at pick up any more that will be requested will be met by law enforcement intervention and a follow on lawsuit if not remediated Will be happy to remove any reviews when this is solved

  Business response

  11/25/2024

  Our records show you have not reached out to our office stating there was any issues for delivery. We spoke to you on 11/11 to confirm they picked up your items in which you advised that they mentioned stair fees but never charged you for them. From your complaint, saying the carrier is asking for more money at delivery and your mention of a larger truck, it sounds like there may be a shuttle needed. That is when a semi can not fit to the delivery location. Looking at images of your delivery location the roads are narrow and having a semi there can block traffic and be a safety concern for the crew. The shuttle fee is listed in your signed contracts under additional fees. You also have to sign a paper at pick up that ask if a semi can fit and states if it can not, there will be a shuttle needed which inquires fees. Attached is the part of the contract in regards to the fees.

  Customer response

  11/25/2024

   
  Complaint: 22598540
  
  I am rejecting this response because:
  There is space without blocking the road and an exit for the semi no shuttle was said to be needed and the guy who called me said nothing about it simply bc I am not near la not because of the location like I said at delivery well see how it all goes but i think trying to charge 800 on top of final bill is crazy and wrong and according to federal law anything outside of 110% of my original estimate should be billed separately after delivery 
  Sincerely,

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

  Business response

  11/29/2024

  That is a destination fee as they have to shuttle the truck to and from. We have requested the carrier look into that charge and to see if they will come to a resolution that would settle fairly for both parties. 

  Customer response

  12/02/2024

   
  Complaint: 22598540
  
  
  
  
  
  I am rejecting this response because:
  They did not have to rent a shuttle or do any additional services except the move from one state to another. They used the semi truck When they delivered, I should not be charged for a service They are not providing. They also threatened to not give me my stuff back and charge me for storage. If I did not pay the extra fee at delivery a destination fee is not mentioned anywhere in the contract. The only thing mentioned in the contract is called a shuttle fee for if a semi truck cannot get close to the property. I have attached video evidence of using a semi at delivery, as well as pictures of the contract stating that they would only charge me a shuttle fee for needing an actual shuttle because they cannot access the property
  As well as a screenshot of the text message from the carrier day of saying that he was using the semi truck to do the delivery
  Sincerely,
  
  
  ******* *******

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 04/02/24, I contracted with Guardian Moving to move my household goods from ** to **. They sub-contracted with ******************** of **********, ** (not my choice) to move my goods (end April) to storage until I was ready to take delivery. Mid July, I requested Expert to deliver on 08/08/24. Only after full payment was demanded (and paid), partial delivery was made. GUARDIAN ACCEPTED NO RESPONSIBILITY FOR MY UNDELIVERED GOODS. At first, Expert insisted it was a full delivery but on 8/13/24 informed me they'd located my belongings and would deliver. Subsequently, they've only responded sporadically (until a month ago) via text but not committed to a delivery date. It is now over two months but I have not yet received my goods. A complaint was filed with *** (*****) on 08/13/24 which has not achieved results.

  Business response

  10/23/2024

  We sincerely apologize for the experience that you had with your assigned carrier. We had worked with them for years and never had an issue. As soon as we did have an issue we terminated our contracts with them. Unfortunately, there were a couple of issues with delivery that we have done everything in our power to rectify. We personally reached out to the *** on behalf of you and spoke with *** Agent ****** who advised us of our next steps which was to inform him of the issue and then to inform you to file a *** complaint against your carrier. In speaking with him he advised us that as your booking agent, we were following the letter of the law and doing everything within our power to assist. Their is an active case with the *** against your carrier and they are doing what they can to resolve this matter as well. 

  Customer response

  10/23/2024

   
  Complaint: 22450217
  
  I am rejecting this response because:

  While, nothing makes up for the loss of sentimentally valuable possessions like those Ive lost, I do not believe it is sufficient for this business to only apologize but not compensate (at least reimburse) me for all charges I paid directly to them, as well as to the carrier (total approx. $3500).
  
  Sincerely,
  
  ****** ********

  Business response

  10/31/2024

  Compensation would come from the carrier's cargo insurance

  Customer response

  11/01/2024

   
  Complaint: 22450217
  
  I am rejecting this response because:
  
  I contracted with Guardian and they are washing their hands off the issue, pass on responsibility to the carrier and carriers insurance! What is their part in the whole transaction and how can they be allowed to get away free when theyre responsible for sub contracting with this fraudulent carrier?
  
  Sincerely,
  ****** ********

• Initial Complaint

  08/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I used guardian to move across country. A shuttle fee for $471.00 was included in my bill because there were concerns about accessibility with my new address. I was told by the business that that fee would be waived or refunded if the shuttle was not required / could fit on my new street. However, I changed my delivery address several days before delivery to a storage site that could accommodate moving trucks. On the day of delivery, the driver arrived in the same truck that was used for pick up, so a smaller truck was not required or used. Unfortunately my delivery occurred on a Sunday when the driver couldnt get a hold of his boss, and I also couldnt reach anybody to help waive the fee.The driver told me he could not waive the fee himself, and that the fee would be waived but I would have to call guardian during normal business hours. I have a text from the driver confirming he did not use a shuttle.I was told that a shuttle was used because they did not drop off in a semi. However, a semi did not pick up my items the same truck was used for both delivery and pick up. So I am seeking a refund of $471.00.

  Business response

  10/01/2024

  We have spoken with your carrier and they advised us that they were speaking with you directly on this issue. If they still have not resolved it, please call our office so that we can further assist you.

  Customer response

  10/01/2024

   
  Complaint: 22134331
  
  I am rejecting this response because:

  The carrier has not been in contact with me they have never reached out to me.

  And nobody from Guardian will answer the phone or reply to my texts.

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

  Business response

  10/23/2024

  We have reached out to them and asked them to contact you again

  Customer response

  10/23/2024

   
  Complaint: 22134331
  
  I am rejecting this response because:
  
  Youre the broker. You should be managing this. I paid you guys directly, not the carrier.

  Business response

  10/31/2024

  It has to go through the carrier as they are the ones that collected that payment

  Customer response

  11/08/2024

   
  Complaint: 22134331
  
  Go through the carrier then

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were quoted for $1784.39. We put down $641.39 and were quoted the rest at $3/ft (381 ft). The mover (Good Move USA DOT *******) showed up in a 12 ft moving truck (which fits 380 cubic feet) and after loading it, claimed that I had 781 cubic feet of stuff. I measured it with a tape and calculated 300 cubic feet. The mover refused to change his number and refused to take an actual measurement (he literally just eyeballed it then added 400 cubic feet to my estimate), and after arguing for an hour, they unloaded all my stuff in the parking lot of my apartment complex and left. I ended up having to rent a truck and load it myself, and I'm out $641.They claimed it was a 16 foot truck but it obviously wasn't (I measured it, for one, then later had to rent a 16 foot truck and our stuff filled about 1/3 of it).I also have a video of the ******* refusing to measure my stuff, but can't upload it. I'd be happy to share it if someone would like to reach out.

  Customer response

  07/19/2024

  Thank you. This is something I've needed to clarify but I've obviously been busy moving. I paid a company called Guardian Moving Group $641.39 who then contracted with Good Move ***. It was Good Move USA that came and violated the contract. I am not sure where the money went, but I originally paid it to Guardian Moving Group.

  After reporting the incident to the BBB, I wrote out the details of the incident in a document called The Truth, and wrote out the main lies the Good Move USA told me when they showed up, along with the evidence against them, in a document called The Lies. I have attached both for reference.

  Business response

  07/29/2024

  Your carrier did arrive in a 16 foot box truck and we have attached the rental agreement for it showing that it was a 16ft truck. The ******* did not just eyeball it, he used the linear metal markers in the back of the truck to accurately measure your space. You agree to everything and then once the truck was almost completely loaded, you changed your mind and made them offload your items. Our office and your carrier tried to work with you and we even offered to dispatch out a completely different carrier and you refused. Per your legally binding signed order for service, if you cancel while the movers are on site, your deposit is non-refundable. I have attached your signed order for service to this response with the cancellation policy highlighted. 

  Business response

  07/29/2024

  Here is the copy of the rental agreement

  Customer response

  07/29/2024

   
  Complaint: 21983202
  
  I am rejecting this response because:
  

  The contract I signed with Guardian Moving Group states the following:

  If you have not signed the mover's revised estimate, and the mover loads the truck, then federal regulation requires that the mover has reaffirmed the original estimate and cannot demand additional payment at delivery for the additional items.

  The mover loaded about 300 cubic feet of my belongings. The contract stated that I had 381 cubic feet. The mover stated that I had 781 cubic feet. He refused to take a measurement. Guardian Moving Group refused to take any of my concerns seriously, and believed every lie the mover told. Ultimately, the mover unloaded my belongings onto my parking lot without me asking him to. I had no choice, I had to get my stuff off the street. The mover violated the contract and then cancelled the contract when I challenged him on it.

  Attached are two documents with the details of this ordeal. The first, called, "The Truth," gives a detailed account of what happened on that day. The second, entitled, "The Lies," talks about the lies that my mover told-- lies that Guardian Moving Group perpetuated-- and the evidence against them.

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

  Business response

  08/18/2024

  ******************, 

  You agreed to the revised amount of space initially which is why the carrier started loading the truck. While he was loading you changed your mind and made him unload the truck.

  Customer response

  08/19/2024

   
  Complaint: 21983202
  
  I am rejecting this response because:
  

  You clearly did not read the document I sent you. I never agreed to a revised estimate. That was a lie told by the mover that you believed. 

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

  Customer response

  09/16/2024

  Thanks for trying, I suppose. Just know that I protest this. Guardian Moving Group lied to me in every response they gave me through the Better Business Bureau, just like they lied to me when they took my six hundred and forty dollars. I read every line of the contract before sending them my money, and knew it was safe as long as they abided by the contract. They violated the contract and stole my money which why I'm so angry with them. 

  I hope this seriously impacts their rating.

  Thanks.

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

• Initial Complaint

  07/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I contracted Guardian Moving Group to perform an interstate move in **** of 2024. Since the day of scheduled delivery (**** 27) it has been an ongoing escalating nightmare to recover my property. The driver from Alpha Moving Services (contracted by Guardian Moving Group) was less than 300 feet from the apartment to deliver the items, and he refused delivery insisting he could not pull his semi-truck into the parking lot, despite the fact there is a clause within the contract accounting for extra walking, if necessary, or for the provisioning of a U-Haul by the moving company if required (at an extra fee). But regardless of these contractual obligations, he could have pulled the semi-into the parking lot as I have since seen other delivery services do this. The carrier informed me I would need to get a U-Haul, at my own expense in order for the items to be delivered, despite the aforementioned clause in the contract stating that a U-Haul would be acquired by the mover (at an additional fee) should the semi-truck be unable to reach the delivery destination. The driver then lied about the availability of local U-hauls, saying none were available and it would take longer than 2 weeks to deliver my property. A quick search of local U-Haul dealers demonstrated this was untrue and U-hauls were available to book that day. It has been over a week since that day and I still do not have my property. Getting ahold of Guardian Moving Group customer service to try and coordinate a subsequent delivery date and time has been impossible. **************** has unhelpful and rude. They have put me on hold then hung up on me. When I do get in contact they are unprepared to address my issues, they make vague promises to call me back and never do. I have been told a delivery date of the following day, only to hear nothing as I wait for my property to be returned to me.

  Business response

  07/12/2024

  Our records indicate that the delivery driver did go rent a uhaul to load your items onto to then deliver your items. Our records indicate that your items have been delivered. If that is not the case, please contact our office so that we may further assist you. Please remember that we are your booking agent, not your carrier. When you contact us, we have to contact your carrier to obtain the information that you are requesting and then we provide you with all of the information that they provide to us.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  this is the original company that set us up the a moving agreement that started out with a $2900 estimate for moving our one bedroom apartment with only couch 2 chairs and bed, along with clothing and ended up costing us $7930 at the end. this is unlawful and scam by every moving company they use. we started with 500 cubic feet ended up with 1100 cubic feet used in truck and if you look at picture sent our furniture only used up slightly over 1/2 of a 800 cubic feet storage unit and this wasn't even stored to top. tell me this is wrong, they believed the moving companies they use and not the customer. bad business and ethics. i want full refund or we are court bound ******* at guardian has no idea what his company is doing

  Business response

  07/12/2024

  ****************, you were charged for the space that your items utilized on the truck at pick up. You signed and agreed to the new charges on your federal bill of lading prior to your items being loaded on the truck. 

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  These people are scammers !! They sent unprofessional movers to my home at 10:20 pm - they were supposed to be there between 2-6 !! Once the movers arrived he came in and took a video and said Ill have to pay ***** now then when they drop my items off Thursday Ill have to ***** - He went on to say I had to many items- I told him the company said it was ******** to move all my items- the mover told me for that amount I would only put my living room furniture on the truck and Ill have to leave all my stuff behind!! I kept telling him thats not what the company told me !! After going back and forth with him its ***************************************************************************** / Ive trying to get in touch with these people- one day a lady called me talking about a credit no I want my money because yall are unprofessional and lied me

  Business response

  05/09/2024

  We are your booking agent, not your carrier. We provide to you an estimate based on the information that you provide to us. On the day of your pick up, your carrier was running behind schedule and when we advised you of this, you agreed to be picked up at that time. When the mover  arrived on site, you had more items than what was provided to us which is why the ******* advised that you needed additional space on the truck. You refused the additional space and also refused to take your original estimate. The next day we offered to send a completely different carrier out to you and you refused that as well. Per your legally binding federal order for service, if the carrier arrives on site and you choose to cancel while they are on site, your deposit is non-refundable. 

  Customer response

  05/09/2024

   
  Complaint: 21644277
  
  I am rejecting this response because:
  No reached out to me the next day about moving my belongings - that morning I got up at 8 am went to ******************** and got me a truck so I could move !! Also the driver called me 3 times with different times he was gonna be there- the time was 2-6 he was supposed to be there when he pulled up it was after 10 pm , also we went over the inventory and I agreed everything was correct except 2 washer machines

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

  Business response

  05/13/2024

  Our office did try to contact you to come to a resolution but we were not able to reach you. The driver was calling you to update you that he was delayed and what his new estimated time of arrival was. I don't know why the driver communicating that to you is a problem

*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. ↩