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:03/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired Northern Relocation LLC to move our things from ******** ******** to *********** ******* to be picked up on March 6th and delivered on March 8th. When the movers arrived, after a question due to other furniture already being on the truck, was it all going to the same place? Yes, but not *******. They weren't going South with us. That would be an additional five thousand dollars. They, without discussing it, had planned to take our things to *******, and then onto another truck, which would eventually make it to *******, within two weeks. Thats not what we agreed. They claim we broke the agreement and they are keeping my $3,000

  Business Response

  Date: 03/07/2025

  Hi Cricket,

  We are sorry to hear about your experience with Northern Relocation.

  We reviewed your move, as we always advise customers ahead of time about the process and procedure in moving. We advised you that your move can be delivered in as fast as 3 days, but per the *** its estimated at 7-14 business days for delivery. That is standard for a move at this price point and when using a shared load moving service. 

  On 3/4, you electronically signed an Interstate Bill of Lading that explained delivery timeframes (which our software logs) . Here is an excerpt from that contract:

  SECTION 2: TRANSPORTATION. SCHEDULE. The carrier shall attempt to pick up shipment at origin within one (1) day before or after the requested pick-up date and attempt delivery within 21 business days from the first available delivery date requested and no later than the time specified on the face hereofprovided that the requested dates are within reasonable dispatch. If the No Later Than Date entered by shipper on the face hereof is less than the 21 business days required by the carrier, then the 21-business daytime limit shall apply to this contract. The carrier shall not be liable for any expenses incurred by a shipper during the time specified in this section. Guaranteed ******** services are only available to shippers upon the advanced arrangement and payment for such services. If shipment is delayed at the fault of the carrier, the compensation for such delay will be calculated at $30.00 per every business day before actual pick up date or $30.00 for every business day beyond the ******************************************************************************* section 1 of this agreement and per the carriers applicable tariff. DELIVERY TO STORAGE. If for any reason other than the fault of the carrier, delivery cannot be made at the address shown on the face hereof, or at any previously agreed upon changed address, carrier, at its sole discretion, may place said shipments in storage in a warehouse selected by it at the point of delivery or any other available points, at the cost of the owner, and subject to a lien for all accrued tariff charges. If after shipment is placed in storage, the customer elects to pay all balances due to carrier, the carrier may elect to deliver said shipment and collect all applicable tariff charges at the time of delivery or before attempting second delivery; if storage is located near customers destination address as listed on the face hereof, the carrier may release the goods to the customer at the storage location in which the delivery was made. 

  We are sorry that you feel that the service was misrepresented. 

  If you'd like to schedule a courtesy re-pickup, we would be more than happy to accomodate you. Please call **************** at ************.

  Thank you! 

• Initial Complaint

  Date:03/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Northern relocation llc. To move my property to ***********************. I paid 1/3 of the estimated cost (per their contract). I was scheduled for 3/3/2025, On 2/28/2025 I was notified that they would be here 3/1/2025 because they had a truck in the area. I stated that I was not ready and I needed for them to come per the agreement. They were rude and refused to keep the contracted date. I was able to have the date changed to accommodate them to Sunday 3/2/2025. I asked for them to come at 10:00 am. They refused and stated they start at 8:00 am and they would be here then. They didnt show up. I tried calling every number that I had called previously and they were all recordings stating that they were closed! I sent multiple emails to my salesman and to the customer service representative. I received no reply from any of the messages that I left. At 11:30 a driver from another company called and stated he was contracted by northern relocation to do the move and would be here in a while??? I have no recourse whatsoever I have paid 1/3 and have to be out of my house by 3/4/2025. They are deceptive they dont disclose that they are a broker and that you have no idea who is actually moving your property.

  Business Response

  Date: 03/03/2025

  Good morning,

  Thank you for your BBB Review, however, we have to point out many inaccuracies. 

  Your move was scheduled for 3/3 or 3/4/25. You called in and stated that you could not be moved out as late as the 4th because had to be out by then, even though your contract has a 2-day window. We changed your dates 3/2 or 3/3 for pickup, even though you wanted Monday, we advised you it could be Sunday or Monday, especially changing a date last minute. Also, we did not charge a date change fee of $500, even though you were within 5 days of the pickup. 

  Our ***resentative advised you of the pickup time frame 2/28, and you called in because you were upset that the movers were scheduled for the morning time, because you had a photographer coming to take pictures which you advised us of AFTER you had confirmed the pickup time with the movers. The ***resentative again advised you that there was a 2-day window, we could put a preferred time, but nothing is guaranteed. 

  The movers arrived at 10:30AM. You had stated to our customer service ***resentative that you actually preferred a later time for pickup. So we are confused as to the issue? 

  You were advised of an Afterhours contact phone number during conversation with your sales *** AND customer service. We are sorry you did not take advantage of that service. 

  We take pride in the service we offer at Northern Relocation, and strive to ensure that all service provided and all information provided is ACCURATE. 

  Thank you. 

• Initial Complaint

  Date:02/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract on November ******* at 1:30pm. I found out that this company scams their customers, so I sent an email to cancel within the 72 hours allowed in the contract. I also called and emailed the sales *** to cancel. I filed a complaint with my credit card company and it has now been resolved in their favor because they refuse to issue a credit, even though I am legally in the right.

  Business Response

  Date: 02/20/2025

  Good afternoon,

  Currently we are in review of your case and obtain further information.

  /

  Thank you 

  Customer Answer

  Date: 02/20/2025

  The response from the business is that they are reviewing the case and need to obtain more information but it does not say what information. I will send whatever they need. 

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22945714
  
  I am rejecting this response because:

  There were only 2 options: reject or accept the business response (which would have closed the case)
  I accept your response that you are looking into it. I signed a contract with you on the afternoon of Nov.18 and canceled early morning Nov.20 by sending an email to ************* (email listed in contract) which was before the 72 hours allowed in the contract. I understand that there is a 10% penalty for canceling. Id really like to get this resolved. 

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

  Customer Answer

  Date: 03/04/2025

  When I sent my response to the business, I misstated the penalty percentage. I said its 10%,but its actually 5%. 

• Initial Complaint

  Date:01/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Northern Relocation, LLC after seeing it advertised on a realtor's site on November 14, 2024. I made arrangements through ***** ***** ******************************************** concerning my move from ******************, ** to ******, **. on November29/30, 2024. When the truck arrived, 4 hours late, it was filthy (the outside, the inside, the moving blankets and the moving pads). I immediately called Northern Relocation and asked to speak to *****. They said I could only talk to customer service. So, I talked to ***** **** and told him that I did not want my furniture wrapped in the filthy blankets. I had never seen movers in such a mess. I was never trying to get the best price or move cheaply. Northern Relocation ******* led me to believe the move would be like the moves I had had before (clean, on time and reputable). This was just the opposite. The truck had temporary signs on the doors. ***** said that is all they do could for me. The driver of the truck said the move would cost me more than what was quoted because I had more furniture. I told ***** exactly what I had. I called the company back again and talked to ***** again and told him what the driver had said. ***** said the driver could not do that. I told the driver to unload my furniture out of his truck. He said he would try to talk to his boss and see what he could do. Supposedly, he went to the front side of the truck, and he came back saying the boss said not to charge me extra. He left and was supposed to meet me in ****** on December 1, 2024, at 10:00am. He showed up at 4:30pm with many excuses. It was totally dark when he finished and when he unwrapped the furniture, it was filthy (cloth sofa, chairs, ottomans, chaise, etc.) and the wood furniture (desks, nightstands, coffee tables, etc.) were scraped up and damaged. What a nightmare! I did not see the damage until he left. I sent pictures to Northern - no help from them at all. I signed a contract with them! I certainly need help with Northern!

  Business Response

  Date: 02/04/2025

  Good morning,

  We are sorry to hear about your experience with Northern Relocation.

  We went ahead and reviewed your move, and noted a few key points:

  1) Our quality assurance tried reaching out to you 2x 3-5 days before your move and left a voicemail. We never received a call back. ***************** objective is to go over your inventory one last time before the movers show up to make sure that all the i's are dotted and all the t's are crossed. According to our notes we never received a call back for the final walk thru on your items. 

  2) The moving blankets were not "filthy". Blankets get reused over and over for multiple moves and are swapped out/washed on a regular basis. We reviewed photos of your items and altho the blankets may have been off color, they were clean and suitable for moving purposes. This is a standard practice in the moving industry

  3) We do apologize for any damage that may have been caused as a result of your move. We take pride in our service and unfortunately sometimes these things do occur due to the nature of our industry. You have up to (90) days from the date of dleivery to place a moving claim. Please call ******* at ************** to go ahead and start your claims process. 

  From all of us at Northern Relocation, we do apologize that you felt your move wasn't as smooth as it could have been. 

  Customer Answer

  Date: 02/04/2025

  BBB, I do not accept Northern Relocation, ****'s response. The information in their response is not true. No one called me about reviewing my move in terms of additions, etc.  I received no call from them before the move date. I am very disappointed that they would lie like that, but I am not surprised. They obviously hire different movers out and then take no responsibility for what happens next. I did call when the movers arrived to report the filthiness of the blankets and the truck and Northern Relocation****** said there was nothing I could do. (These comments are in my initial letter to you) I had already put down a substantial sum of money for the deposit. I called Northern Relocation, **** back again when they tried to raise the price. I then asked them to put my furniture back and that is when the truck driver called "a boss" and came back to me with the original price. Northern Relocation, **** was on the phone line with me the entire time. The untruths by Northern Relocation, **** are appalling - they never called before the move, the blankets and the truck were filthy, and the ******* number given by Northern Relocation, **** to file a claim only answered with a message after 15 rings of their phone.

  Once again, I will not accept Northern Relocation, ****'s response. My furniture is a mess, and I deserve some compensation. I hope they will respond with making this right asap.

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

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22862372
  
  I am rejecting this response because:

  BBB, I do not accept Northern Relocation, ****'s response. The information in their response is not true. No one called me about reviewing my move in terms of additions, etc.  I received no call from them before the move date. I am very disappointed that they would lie like that, but I am not surprised. They obviously hire different movers out and then take no responsibility for what happens next. I did call when the movers arrived to report the filthiness of the blankets and the truck and Northern Relocation****** said there was nothing I could do. (These comments are in my initial letter to you) I had already put down a substantial sum of money for the deposit. I called Northern Relocation, **** back again when they tried to raise the price. I then asked them to put my furniture back and that is when the truck driver called "a boss" and came back to me with the original price. Northern Relocation, **** was on the phone line with me the entire time. The untruths by Northern Relocation, **** are appalling - they never called before the move, the blankets and the truck were filthy, and the ******* number given by Northern Relocation, **** to file a claim only answered with a message after 15 rings of their phone.

  Once again, I will not accept Northern Relocation, ****'s response. My furniture is a mess, and I deserve some compensation. I hope they will respond with making this right asap.

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

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

  Business Response

  Date: 02/07/2025

  At this time we stand by our previous position. 

• Initial Complaint

  Date:01/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spoke with ******** **** at Northern Relocation LLC to provide him a detailed list of all the household items I would be moving in an interstate move from LA to **. I was provided a quote for $2561.00. The day I showed up for the move, no items from the intitial quote change on that inventory list changed. I was immediately told by the movers I would need to be chartered more than I was originally quoted. I did not understand how this was possible as I had provided the items in detail. The requested double the original estimate and to be paid on the spot in cash or zelle. I was in a very difficult position because I was only in town for one day to organize an interstate move. We proceeded and paid an additional $900 in cash to the mover on site. We spoke to ******** on the phone that day and he was of no help. We tried to speak with the movers on site, it felt like we were in a hostage situation. They had half our items on the truck, demanding to be paid their day wages and all of it to be paid in cash. While on the phone with Northern Relocation Services they were not taking any responsibility for the initial quote or helping to broker the situation. It quickly became evident that we were in a situation were Northern Relocation was the middle man in the operation. We were essentially paying this "new" company to move us and paying them cash on the spot. This occurred on 1/6/25. Our furniture and household items were too arrive in ******** on 1/16/2025. I have been reluctant to file a complaint as you could understand, they are in possession of all of our items still. We have had zero contact from Northern relocation since the contentious pick on 1/6/2025. Any help and support on this matter will be greatly appreciated.

  Business Response

  Date: 02/04/2025

  Hi *******,

  We are sorry to hear about your experience with Northern Relocation. However, we do need to point out some inconsistencies in your statement.

  1) ******************************** reached out and spoke to you on 1/4/2025. *****, our ***************** Manager, advised you that based on your conversation with him, that you needed additional space to facilitate your move. We reviewed the phone call and you got very upset with Mr. ******* and advised him that you refused to pay any additional monies based on the changes to the inventory you had submitted. Therefore, we went ahead and left your move at the original cubic footage and at the same price you were originally quoted at for your ORIGINAL inventory.

  ***** advised when the movers came on-site and did the walk thru that you would be charged additional money, which is exactly what happened in this instance. 

  2) Payment: on 1/2/2025, our *************************** sent you an Interstate Bill of Lading. Within this Bill of Lading, the payment options for both pickup AND delivery are explained within the document, which you signed. Payment options were Cash, Cashiers Check, or Postal Money Order. You signed this document acknowledging you had read the payment options, under the bold headling "PAYMENT TERMS".

  3) Per the contract, the driver will advise you AT LEAST 24 hours prior to delivery to coordinate. Your move was ***** miles. Delivery can be as fast as 3 days, however going that distance can be anywhere from 7-14 business days for delivery dependent on your location. You were being moved to ********, which did take a little longer. We do apologize for the delay, however you were delivered well within your timeframe.

  From all of us at Northern Relocation, we thank you for your business and find it unfortunate that you were not satisfied with the service. 

   

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22865372
  
  I am rejecting this response because: Northern Relocation has not yet contacted me since 1/6/25 when they picked up my items. I have not received the delivery of my furniture in ********* 
  

  I have made multiple attempts to contact Northern Relocation which is a broker company. They have allowed Infinity movers to move my items to ********* 
  

  I had a firm contract with Northern Relocation, no items changed on the inventory list from 12/27/24.

   

  On 1/2/25, that phone call conversation was an attempt to extort additional money out of me. I then was required to pay cash on the spot when the movers showed up to my house in Baton Rogue. 
  

  All of these are federal offenses as stated in the ******************************************** 
  

  I have filed a police report with the ***************************** and will also be filing a complaint with the (FMCSA). 
  

  Northern Relocation is in violation of BBB guidelines as well as FMCSA guidelines. 
  

  I have spent $2200.00 so far and no items have been delivered. 
  

  Everytime I contact Northern Relocation I do not get an answer. I have attempted multiple times to get in contact to determine where my furniture and household items are from my move on 1/6/25. 
  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 02/07/2025

  At this time we stand by our previous position 

  Customer Answer

  Date: 02/07/2025

  cid:6739432C-0AF0-498D-BCE1-FF7F53335DBD

• Initial Complaint

  Date:01/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 4, 2025, I entered into a contract with Northern Relocation for a long distant move. I was pressured to provide an inventory of my belongings and was assured by agent ******** that the move was a flat rate and I could add items later if needed. Despite this, ******** failed to include this in the contract, which Northern Relocation later weaponized against me. I was initially quoted $1,979.75. The company then increased the quote to $3,600, claiming it was based on a revise list of my full inventory.On the day of the move, January 15, 2025, the movers arrived but did not refer to the detailed inventory list I had submitted. They walked through my 800 sq. ft. apartment and falsely claimed I had additional inventory. Without documentation, they raised the price to $6,100.The company reduced the inflated price by $1,000 and demanded I pay $1,500 upfront to continue the move while the movers were already at my residence. When I refused to accept this new price and insisted they honor the $1,823.25 I was quoted, the representative hung up on **** called the police, and they questioned the tripled price, finding it concerning given my detailed inventory. The movers advised me to dispute the charge with my bank for my deposit refund. I told them I couldnt lie and simply wanted them to make it right by honoring the quoted price. Unfortunately, the company refused to cooperate.Their actions caused significant emotional and financial distress. Northern Relocation uses its contracts to exploit customers through deceptive practices, bait-and-switch tactics, price gouging, and a lack of transparency. They have made no effort to resolve this issue or refund my deposit.I am seeking a full refund of my $1,776.75 deposit due to their unethical practices.

  Business Response

  Date: 02/04/2025

  Good morning,

  We are sorry for your experience with Northern Relocation.

  Upon review of your move, it was determined that when the movers arrived on site, you had additional items that were not listed on the inventory manifest. As per standard moving contracts nationwide, the mover does a walk-thru when they arrive on site. Based on the photos provided to us and comparing to the inventory manifest that you signed, there was a discrepancy in the amount of items on-site vs what was on the documentation.

  We even had ***************** reach out to you 3-5 days before the move, whos sole purpose is to make any adjustments necessary to the inventory before pickup. Items that were on-site for pickup were not added at the time of QA. 

  Per policy the mover will then provide you with a revised estimate on-site if additional items and/or space is needed, which this mover did. You had the option of sticking with the original contract of 494cubic feet for the price that you were quoted, or you could transport all the additional cubic footage as well for the total price the mover on-site provided.

  Per the contract, if you decide to not move forward with the mover once he is on-site, the deposit is forfeited and non-refundable. 

  We are sorry if you were not satisfied with your experience and strive to ensure the best service possible. 

   

  Business Response

  Date: 02/04/2025

  Good morning,

  We are sorry for your experience with Northern Relocation.

  Upon review of your move, it was determined that when the movers arrived on site, you had additional items that were not listed on the inventory manifest. As per standard moving contracts nationwide, the mover does a walk-thru when they arrive on site. Based on the photos provided to us and comparing to the inventory manifest that you signed, there was a discrepancy in the amount of items on-site vs what was on the documentation.

  We even had ***************** reach out to you 3-5 days before the move, whos sole purpose is to make any adjustments necessary to the inventory before pickup. Items that were on-site for pickup were not added at the time of QA. 

  Per policy the mover will then provide you with a revised estimate on-site if additional items and/or space is needed, which this mover did. You had the option of sticking with the original contract of 494cubic feet for the price that you were quoted, or you could transport all the additional cubic footage as well for the total price the mover on-site provided.

  Per the contract, if you decide to not move forward with the mover once he is on-site, the deposit is forfeited and non-refundable. 

  We are sorry if you were not satisfied with your experience and strive to ensure the best service possible. 

   

  Customer Answer

  Date: 02/08/2025

  
  Thank you for your response. However, I must again clarify the facts of my move and formally request documented proof supporting your claims:
  Full Inventory Provided & Disabled Link: On January 13, 2025, I provided ***** **** with my full inventory via a web link, which was later disabled. I also have an email from ***** confirming my move estimate (*******) and a text message from him verifying my additional $800 deposit payment for the full inventory.
  Response to Perrys Inquiry: On January 11, 2025, at 4:45 PM, I responded to Perrys request with a detailed list of all my items, including those not in boxes, along with the total number of packed boxes and totes. This proves that my inventory was clearly communicated in advance.
  Police Officer Verification: When I called the police to my home, I showed the officer my full inventory list. She confirmed that the inventory I originally provided matched what was in my apartment, contradicting the claim that I had additional items.
  Movers Did Not Review Inventory Sheet: The movers on-site did not refer to the inventory sheet I provided, raising concerns about how they determined that I had more items than what was originally listed.
  Signed Bill of Lading: I signed the Bill of Lading while on the phone with ***** **** based on the understanding that my full inventory was accounted for.
  Request for Proof:
  Since you claim that there were additional items beyond my provided inventory, I request the following:
  Photos & ************** Clear photographic proof showing the alleged additional items that were not part of my submitted inventory.
  Movers Walk-Through Checklist: A copy of the itemized, checked-off inventory list completed by the movers on the day of the move.
  Moving Van ************** Confirmation that the revised estimate was for additional cubic footage for a Moving Van and not an arbitrary charge.
  Until you provide factual documentation supporting these claims, I maintain that I was wrongly charged and continue to request, in good faith, a refund of my deposit.
  I look forward to receiving the requested documentation.
  Sincerely,
  ********* *******
  

  Customer Answer

  Date: 02/08/2025

   
  Complaint: 22817425
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********* *******

  Thank you for your response. However, I must again clarify the facts of my move and formally request documented proof supporting your claims:
  Full Inventory Provided & Disabled Link: On January 13, 2025, I provided ***** **** with my full inventory via a web link, which was later disabled. I also have an email from ***** confirming my move estimate (*******) and a text message from him verifying my additional $800 deposit payment for the full inventory.
  Response to Perrys Inquiry: On January 11, 2025, at 4:45 PM, I responded to Perrys request with a detailed list of all my items, including those not in boxes, along with the total number of packed boxes and totes. This proves that my inventory was clearly communicated in advance.
  Police Officer Verification: When I called the police to my home, I showed the officer my full inventory list. She confirmed that the inventory I originally provided matched what was in my apartment, contradicting the claim that I had additional items.
  Movers Did Not Review Inventory Sheet: The movers on-site did not refer to the inventory sheet I provided, raising concerns about how they determined that I had more items than what was originally listed.
  Signed Bill of Lading: I signed the Bill of Lading while on the phone with ***** **** based on the understanding that my full inventory was accounted for.
  Request for Proof:
  Since you claim that there were additional items beyond my provided inventory, I request the following:
  Photos & Documentation: Clear photographic proof showing the alleged additional items that were not part of my submitted inventory.
  Movers Walk-Through Checklist: A copy of the itemized, checked-off inventory list completed by the movers on the day of the move.
  U-Haul Documentation: Confirmation that the revised estimate was for additional cubic footage for a U-Haul and not an arbitrary charge.
  Until you provide factual documentation supporting these claims, I maintain that I was wrongly charged and continue to request, in good faith, a refund of my deposit. If this matter is not resolved, I will proceed with filing formal complaints with the ************************ and other regulatory agencies.
  I look forward to receiving the requested documentation.
  Sincerely,
  ********* *******

  Business Response

  Date: 02/17/2025

  At this time, we stand by our previous response. 

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22817425
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/16/24 The business took our deposit to move back on 11/12 and gave us an estimate for our stuff to be moved at the end of December. We had to change the date, then change it back to the original estimated dated. They are now trying to charge us an additional fee. The customer service representative was horribly rude, interrupted, yelled at me, and told me the fee was being charged because he wanted it that way.

  Business Response

  Date: 01/15/2025

  Good afternoon,

  Thank you for your review. However, we do need to dispute the information you provided. 

  You originally scheduled your move for 12/28-12/29. You then re-scheduled your move with the movers for 1/8-1/9. You called into our office a week before Christmas to try to change the dates back to your original dates, but however due to the holidays (Xmas and New Years), we were unable to grant your request due to the time of year and circumstances. Our team would have had to charge a rescheduling fee due to the amount of work necessary (and moving other clients) in order to correct your mistake. 

  You then got upset, and cancelled your move when we were unable to get you re-scheduled during that very critical week (for any company). At this juncture, we have provided the best service possible. We are sorry you did not keep your original scheduled dates from the original booking. 

• Initial Complaint

  Date:12/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called and spoke with ******** at NR who quoted me 6k+ to move my inventory items across the state. I told him that I couldnt afford that and he dropped the price to 3k flat. I paid the 1300 deposit and scheduled the pickup on 12/12. He told me I would get a call 3 days prior from his company to update the inventory list. On 12/9 I got a call from ****** at Jacksons movers telling me they had been sent by NR. I was leery at first because of the name but she provided details of my transaction etc. she told me pickup would now be on 12/11. I asked who I could update my inventory list with and she said thats not what she does, she just schedules. I called ******** back and texted and emailed but was told I would get a call 3 days prior to pickup. (We were currently 2 days from pickup) so I kept calling and trying to reach someone and left messages but not response. On the day of pickup I had to call to get an ETA (12-4). I was told repeatedly that I would get a call from the driver when they were ***** minutes out. This did not happen. The driver showed up around 4:30-5 and quickly told me the items on my inventory would not fit the space I had been allotted (621cubic feet) and that each cubic foot over would cost me 3$ estimated it would cost me 5-6k. I called NR again but got no response. I did get a callback from ****? (Not positive of his name) who was extremely rude and sounded ****** off. He repeatedly told me that I could have the items moved but I would have to pay 3$ per additional cubic foot and that if I canceled the transaction they would not give me my deposit back. He refused to let me speak with anyone else and when I asked if I could speak with someone else the next day during business hours he said its only me. Im the only one in customer service. This whole experience has been a complete nightmare. I had to take 2 days off from work and now I have to start all over. I want my deposit back for services NOT rendered!

  Business Response

  Date: 12/13/2024

  Hi ******,

  We are sorry to hear of your experience with Northern Relocation. 

  We reviewed the notes on your move. When the mover arrives on-site he has to do a walk-thru to ensure the contract matches up with what your looking to move. Based on our conversation with your on-site ******* at your pickup, here are the notes that were noted by our Afterhours team. 

  12/11/24 (After hours) cx had different items than what was on the list, the cx was being indecisive and difficult on what items she wanted to take, the movers hadnt even gave her a price yet and was already irate, altogether the cx had about 1200cf, gave the cx her options and she insisted that she wanted everything that was on the list to go for the estimated price, but she didnt have everything on the list, the cx proceeded to cancel the move and sent the movers away and which I informed her that her deposit is non refundable 

  Under the portion of your contract "Cancellation of Services", it states that if you decide not to move forward with your move at pickup, the deposit is non-refundable. That is STANDARD for any moving company.

  We would be more than happy to provide you with a courtesy re-pickup for the future. This would place your deposit of $1307.39 as a credit rather than a lost deposit, and you would have one year to use the move from the date the paperwork is signed. Please call customer service at ************ to take advantage of this offer. From all of us at Northern Relocation, we do value your business and hope to be able to work with you towards a successful move. 

   

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22676962
  
  I am rejecting this response because:

  if I had been contacted three days prior as I was promised, my inventory list would match up. I have provided proof that I have tried on several occasions to do this and received no response. As your own employee stated in the text I showed things will probably adjust. Thats how moving works!! Again, this is where the company failed to follow through with what was promised. (See texts!) The estimated price was based on the list of items I provided. The space allotted and estimated by the company was incorrect and it should not be up to the customer to have to measure cubic feet. in order to get a correct estimate of space taken up. I was very open with the items that I was bringing and I did try several times to let someone know of what would be happening.  I was not irate. I was trying to understand this backwards nonsense and was getting extremely rude and UNPROFESSIONAL responses. I have three witnesses to back me up as my conversation was on speakerphone. I tried repeatedly to get an explanation and did not understand why I was being charged for extra space when their estimated space was wrong. As stated in the contract, I paid for PROFESSIONAL communication and PROFESSIONAL service neither of which I received. The men that came to my door without notice were irritated when I asked if they had been in contact with NR and the man said I just got the contract 10minutes ago and I just finished with another job the one man was shady at best with an awful attitude and temper for no apparent reason and the other spoke no English. When I asked to see the space available I was told this is up to me, I open the truck when I say!. When I asked not to be yelled at on my property he began screaming at me in Spanish and my husband had to intervene to get him to calm down. He eventually did and apologized. He DID tell me it would cost about double to ship the items on my original inventory list. The items that I changed were actually to REMOVE 2 king size mattresses and one set of washer and dryer and added 2 standard and very light bookcases. These would not account for any addition in volume or cubic feet. If anything it would be less! I also had paid for the move of 50 medium boxes and I had 50 SMALL boxes. I literally had less weight and space on the new list and I spoke with both ******* movers and NR regarding my confusion why I should have to pay more to ship less items just because they estimated the cubic feet incorrectly and was repeatedly told that you can move what fits into 621 cubic feet (only 1/3 of the items on my original inventory) or move all your items on the inventory and pay an additional 3$ per cubic foot over 621. I am happy to provide witnesses to the conversation with the after hours rude employee, the concerns with the movers and anything else. I would suggest removing the word professional out of the contract, if you do not wish to provide professional services in the future. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:11/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Original order took place on October 11th After reading reviews we called in with concerns about our order looking to cancel- this was within our refund timeline. Sales assured us during this time that our items would be delivered on our selected move in date. We just required a pick up of our items to be 7-10 business days prior to our move in date. Based on that subsequent lie we moved forward with the order. The day before pick up the company allocated to do the job called to verify address and advised that delivery would be on or after our move in date. I called the northern relocation back to try to understand what after meant as I was Im told numerous times it would be there on move in based upon our selected pick up date. they proceeded to tell me at this point my stuff would be held in a warehouse and could take up to 21 days to get to my location. This was never articulated during the sales process or when I called with concerns to cancel originally. Due to the amount of money it would cost me to potentially be without my belongings for up to a month we canceled the order and was told to request a refund. We have never heard back from them regarding the request when we called back conveniently our recorded calls were deleted and no notes were on our account other then we decided not to move which is a another lie.

  Business Response

  Date: 12/06/2024

  Hi ******,

  We are sorry to hear about your experience with Northern Relocation

  Upon review of your move, it was determined that your move is 978 miles point to point. Per DOT Regulations, that is an average of 3-10 business days for delivery. 21 Business days is the amount of time that the **************************** allows any mover to get their items delivered. Based on your complaint, it sounds like it was not made clear that that is a "Maximum Worst Case" Scenario. Any move under 1000 miles we are seeing delivered anywhere between 5-6 days on average at the current moment based on our stats. 

  We are sorry for the confusion, and because you booked your move on 10/11 and cancelled on 11/25, you were well outside your 72 hour cancellation window. Due to the confusion, we'd be happy to provide you with an "ON HOLD" credit, which means your deposit can be used on a credit on a future move to be used within the next year. Please call customer service at ************ in order to take advantage of this offer.

  From all of us at Northern Relocation, we do apologize for the confusion! 

   

   

• Initial Complaint

  Date:11/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I specifically spoke about size of truck that would be needed for my parents things with the Sales person *****. She falsely gave me information regarding the truck that would be used.Once their things were picked up they were charged extra for square footage used in the truck. Fine my father agreed to it, what is he to do once his things were packed up!?Now upon arrival a completely different truck shows up an 18 ******* and they claim they cannot deliver their things to the building. He came into the community no problem.Holding their things hostage is now demanding another $490 to transfer things to another truck and deliver today.Of course when I call I get brushed off and they claim it is in the quote. I read through and it does not say their things would get transferred to another company/another truck!!!

  Business Response

  Date: 11/19/2024

  Good morning,

  We are sorry to hear about your experience with Northern Relocation.

  It sounds like you are describing what is called a "Shuttle" Truck that needed to be employed for delivery. All Vanlines deliver in tractor trailers; unfortunately there may be some instances where a smaller truck (shuttle) will be needed in order to transfer your items from the 18 ******* to your home, if the ** cannot fit within reasonable distance of the door to your home. 

  Per your contract, it is listed as a possible additional service needed at delivery. Unfortunately it is sometimes a necessity; as a moving company we do not make any profit from using a shuttle truck, but rather lose money due to the additional labor that is needed to transport from one truck to another and then to your home.

  We do apologize for this inconvenience.