ComplaintsforUpscale Moving inc

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My son helped **** out at times. So on 6/2/2024 **** ask if I could help him out and rent him a haul he needed another truck to finish the job and their was an issue with his ID. So my son had did this before and everything was ok. As of July 18 he still hasn't returned this truck and they are about to press charges against me.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I hired another moving company and this was the carrier company they hired for my long distance move. They picked up all my items and I got an update within the 24 hours of when things would be delivered. The delivery driver was an hour late on 6/5/2024. Once they emptied all my things, the wardrobe box that Upscale Moving added onto my move for an additional $55 that contained so many of my moving items wasnt in the trailer (not even a real moving truck). I was required to pay the remaining half of money before seeing this box wasnt included. I then had to get the support team of the other company to help me find my missing items. Once located it took over multiple unanswered phone calls and unreturned voicemails daily and 3 weeks later for them to deliver my box. They also promised me at minimum a refund for the price of the box which Ive never got. They are unprofessional, unresponsive and I would stay far away from using them.

• Initial Complaint

  04/14/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Between this company and Pack Men Moving my move went from $3300 to over $10,000. They kept my Military shadow box and a bin of medical records. I never received an inventory after repeatedly asking for one, they re-used old boxes I had on hand instead of new ones. The boxes arrived crushed, split, bottoms falling out, broken items, etc. They ran out of packing material, two of the packers did not speak or understand English, they demanded payment in cash AND I was told what I should tip them without even asking.

• Initial Complaint

  04/11/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  This moving company (Upscale Movers) were assigned through the broker Pack Men USA (I have previously filed a complaint with BBB re: Pack Men USA as the moving company I had been assigned was Safe Bound Moving and the broker switched it up with no communication to me). Upscale Moving staff caused damage at both my pick-up location in ** and drop off location in **. In addition, I was not provided with any paperwork at the conclusion of the moving job nor a receipt for final payment in cash of $552.00. I have requested paperwork and receipt of cash payment multiple times with zero response. I am requiring Upscale Moving to reimburse me for damages caused, final paperwork of move and a receipt for final cash payment made.

• Initial Complaint

  12/23/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The company has committed a scam against me . I paid for the movers to move my furniture and I signed a contract and agreed on a pricing I was suppose to make 3 payments but instead I paid a lot more than bargained for . And when the movers came the price kept going up and up . ***** was the original person who picked up my furniture and charged me an additional 724 dollars and change and when the company asked him about it he said it was for tip . I also had to pay again when thru arrived and my price went up to ******* after I paid them my deposit , they damaged my furniture and some of my items were stolen . I filled a claim out and they havent given me any money back for anything .

  Business response

  12/26/2023

  Happy Holidays to you all at BBB.

   

  We are currently working on client's claim that was received on 12/13/2023.

  Client has been informed that it could take up to 120 days to process her claim.

  All changes were explained to client at the pick-up to which she agreed to then and it wasn't an issue till almost a week later. Client also failed to disclose how many stairs there will be at the pick-up and at the delivery, we followed our contract (1st flight is free) and charged her 75.00$ for all additional flights. It was all explained to her before delivery, but she still refused to pay it when the truck arrived, delaying other client's delivery and other pick-up by almost 5 hours.

  Client will be properly rewarded for the damages that accrued during move. We will honor the payout that is in her contract. Client chose **** cents per pound per article option.

  Please let me know if you need anything else.

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

  Customer response

  12/26/2023

   
  Complaint: 21051316
  
  I am rejecting this response because: first and foremost the drivers were suppose to come from 12 to 4pm which they came much later than that  which is outside of the window , which was very unprofessional I have proof through the text message that I have sent to ***** about the delivery men being late. Also, the truck previously broke down and they were waiting for it to be towed . In the text I also stated what their previous driver did which was take my money and said it was for tip, the emotional stress of this was unbearable . What I would like is my money back for the damages and the missing items. This company does not stick to the contract I signed when it came down to pricing , they up charge people and they dont communicate effectively with their clients . This company is very unprofessional and when it came down to the representative I spoke to who made me sign the contract with the initial pricing , his name is **************** he is nowhere to be found after I paid the initial deposit, when I call him he doesnt respond at all . I waited so long for my furniture and the  wait another 120 days which is equivalent to 4 months for my money back ? I lost work just waiting on this company and they had a promised date for delivery on November 25th and I got it on December 9th. I payed their driver ***** ****** and change because he stated it will go to the company , come to find out he told the company it was for tip. I would like my money back before 120 days and for the loss and damages . ***** stated I would pay ****** to get my furniture at pick up then it went up to ******* and then the company threatened me that if I dont pay I dont get my things . Attached is proof of the money change , proof of the delivery being late and proof that I paid *******, this company is fraudulent. They are only trying to cover their tracks I have receipts and proof and it all points to them lying over and over again .
  
  Sincerely,
  
  *******************************

  Business response

  12/26/2023

  We must follow our contract 1st, we are doing in-house claim, and by the law we do have 120 days to process it. We'll take that time to do it properly. If client isn't happy then, she can go to arbitration. 

  Customer response

  12/27/2023

   
  Complaint: 21051316
  
  I am rejecting this response because: I would like an acception to the 120 day claims and would like to receive my reimbursement sooner. For one , you did not follow company policy by hiring a man who is making a side hustle off of the company name . Then if we want to talk about charges , the elevator and the flights of stairs wasnt charged in the first original invoice even when ***** came to ***************** so how is it , I get charged at delivery for stairs ? We can not pick and choose when we should charge and when we can not . If I lost work because I waited on your truck because it broke down where Id the fairness in that . So , late on delivery and and other 4 months on my reimbursement , and robbed out of ****** your company is wrong , wrong . Then you blame me for your lateness when I have proof your men came to me late . I am only stating facts , you and your company did not honor the contract and made the prices as you saw fit , like your driver Nardo you hired to put the money in his own pocket to profit off of a single woman . Were you in on this scheme too ***** ?? Or are you going to tell me about the contract and by law 120 days for the reimbursement or I knew what I was getting myself into ? I didnt know I was going to be scammed . Shame on your company for doing this to many of your clients . They have been complaining as well about your services . Check the reviews on ****** and see for yourself but please dont blame me for your inconsistencies. You are a business and you should hold true to your standards .

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

• Initial Complaint

  12/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Booked this mover, I was told that I would have one point of contact all thru the process. Not the case. I booked and was told I would be notified 3 days before of what the pick up day would be, was told day before. Had adjustments with inventory and was told it would be adjusted from the office. I was also told I could pay by credit card but would have to pay the 3 % bank charge, I can accept that. After they picked up the inventory it was supposed to be delivered 4 days after. Come the 4 days after I was told the truck broke down and they were not sure when it would be delivered, the did mentioned that they technically have ******************************************** understandable! Now that they contacted me about deliver and asked about adjustment to cubic feet adjustment they are telling me we used more cubic feet than originally quote which is not true since 2 tool boxes and a dinette table and 4 chairs were removed and only a hope chest was added. Now it comes time for 2nd payment and then final payment they are telling me it can only be Zelle or cash and no cc.. now they claim they wont schedule delivery until cash payment is made. These items belong to a 83old senior that is already having anxiety since her stuff did not arrive as it was agreed upon. These type of business practices are unacceptable and this senior citizen can not afford to pay by any other Means due to monthly social security payments. There system will not even allow me back into the original estimate or Bill of Lading.

  Business response

  12/07/2023

  We are following our contract that client signed. 

  We were planning to make her delivery with 4 to 6 days, but our truck did break down and we kept client informed about the delays. Unfortunately, we're not train company or Amazon two-day delivery services. Client been informed numerous times that there are 3 payments. Deposit before pick up, payment at the pick up and last payment at the delivery. Delivery is tomorrow and she still haven't made pick up payment. No one is demanding cash payment before delivery. But company's policy is to accept only Postal money orders or cash at the delivery like most of moving companies. 

  We'll make an exception for this client and let her pay with CC.

  Customer response

  12/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have been in contact with the company and this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our furniture is damaged beyond repairs, and it needs to be payed for. 2 bedrooms suits damaged with this company.They are no longer responsive, I do not recommend them at all.

  Business response

  11/28/2023

   

  Hi guys at BBB,

   

  I checked our records for last 3 years and I couldn't find him neither by this person's name, nor his phone number, nor his email address, nor his delivery address.

  Is he sure we were the company that did his move?

  If there's any more information i would like to know it.

   

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

• Initial Complaint

  05/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were contracted this moving company through a brokerage for a move from ** to **. We had issues between lack of care, communication, and damage to our goods. Most of our items were damaged beyond repair. I sent over a claim form with my allotted time frame and have sent several emails and called several times for a status check on our claim. We have been told they are looking into it. All we want is the money we are owed from this company. Its not even a lot of money as we did the basic insurance. I have on record made several attempts at a resolution but am at my **** end. I am happy to submit all written documentation

  Business response

  09/08/2023

  We apologize that the client a need to file a claim the claim was processed and closed on 7/25/2023 and the client was sent the settlement documents .

• Initial Complaint

  11/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Empire Moving Group LLC initially gave me a quote of $1,921 to move my belongings from ***********, ** to *******, **. I paid Empire Moving $682 as 1st payment. Empire Moving then, contracted another company, Upscale Moving LLC to complete the job. On 8/06/22 Upscale Moving picked up my belongings. After loading everything in their truck, the head mover asked me to pay $2,653.35 in addition to the $682 already paid. He told me that the price increased due to additional items. I called their office the rep asked me to let the movers go & promised to look into the issue. The head mover had me sign something in the beginning, stating that the price will increase,but not that much. I only had 5 additional boxes, never expected the price to double.They convinced me to pay $700cash to the movers & that they will look into adjusting the price. When I finally reached Upscale Moving, after a few attempts,another rep. informed me that they will not adjust the price & that I already signed. I attempted to negotiate with them by offering to retrieve my belongings from their ************** would keep the $1,382 that I already paid. They refused &told me that they will confiscate my stuff unless I paid the remaining $1,953.35. I contacted the ***** for assistance, they advised me to continue to negotiate with the company. After my unsuccessful negotiation attempts, I reached out to Empire Moving for assistance in the matter. They intervened &convinced Upscale Moving to agree to release my belongings given that I paid an additional $636.68cash/cashier check. Subsequently, I called ***** again &they advised me to accept the offer, so I can retrieve my belongings, then file a complaint after 30 days. Not only they doubled the price. They lost some of my belongings. When I complained about the missing items, they ordered me to leave their facility. I would like for them to refund at least $636.68 & $100 for my missing items. I had to rent out another truck to complete the move.

  Business response

  11/07/2022

  This customer hired two guys to do the move due to the fact that she wanted her items delivered and complained that she was going through a domestic violence situation. Due to that we allow her to come pick up her items for a fraction of her remaining balance. As you can see in the documents it clearly shows that we are not held reliable for items being lost or damaged due to the fact that the customer had other guys to handle her load. We even accommodated her by coming in on Saturday so that she was able to receive her items. We tried our best to make it right with the customer.

  Customer response

  11/08/2022

   
  Complaint: 18364738
  
  I am rejecting this response because:the company did not address the issue at hand. They were contracted by Empire Moving to move my belongings to another state. They increased the price tremendously after the agreed upon price. Yes, I was in domestic violence relationship, and I made them aware of that when I could not come up with the remianing balance they came up with. They claimed that it is not their responsbility that my belonings were missing. It is their responsiblity, because I entrusted my belongings to them until I retrieved them. When I went to pick up my belongings they did not provide with my lamps. They also argued that I hired two men. The reason being is that they told me in advance that I needed to bring my own movers, because they were not going to load the items into ************ movers can attest to not receiving the lamps. In addition, one of Upscale Moving's movers who was present when I picked up my belongings remembered moving the lamps from my residence and confirmed that the Upscale Moving representative did not provide me with the lamps at time of pick up. Furthermore, I was present during the loading. They claimed that they had to come in on a Saturday, as though they were doing me a favor. I was told that my belongings will be held hostage if I did not pay the remaining balance. I had to bring an additional $638 for them to release my stuff.
  
  Sincerely,
  
  *******************************

  Business response

  11/09/2022

  We were very happy to give you your items. However per the contract that you signed it stated that the remaining balance was due. After speaking with the broker we came to a agreement upon the amount. Once you got here you signed paperwork the day of so that your items could be released. Everything that was in your area for your pick up was still in your area. I was also present the day that you came to pick up your items. As your guys was loading we asked is everything good because you said you think you would not actually have enough room to fit your whole load. However you and your guys made it. Nothing is in our house as far as lamps. To make the situation right the company paid you for reimbursement of your lost lamps as well. So, I hope all is well and I pray you have a blessed day!

  Customer response

  11/10/2022

   
  Complaint: 18364738
  
  I am rejecting this response because: Everything mentioned in this response is false. I was told that If I did not pay the $638 my items will be kept hostage. I never received any reimbursements for my lamps.  I am not sure why the false information. Furthermore, the price was never agreed upon. I was given a quote by Empire Moving and your company gave me another price when the items were picked up. I was told by your representative that your company will look into adjusting the cost, which I found out later was a ploy, so I can release the movers. All my emails and the phone calls to your company prove that I did not agree to the new price.  Moreover, your head mover made me signed the new contract before telling me the price which they did not provide me a copy of. What kind of practice is that? I would like the BBB to intervene and launch a formal investigation to your practice to stop you from doing this to others.

  Let me go on records to say that I did not receive any reimbursements from Upscale Moving. I sent a letter to them regarding the matter. They never responded. 

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

  Customer response

  12/27/2022

  I wanted to find out how I can re-open the dispute with the this merchant, because they have yet to send me the refund they promised. I have given them more than the time allowed. Please advise. 

  
  

  Thank you,

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

  Business response

  08/24/2023

  Hello *******************************

  This issue was respond to and handled. If you have any question or concerns please reach out to customer service at ************ or email ******************************* 

  Thank you,

  Upscale Team.

• Initial Complaint

  10/18/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Moving company had me sign paperwork that stated they would deliver my items 10/17/2022. Items were picked up 10/15/2022. Company is refusing to deliver my items and trying to steal all my household items! Company is fraud. All the paperwork I signed stated the drop off would be 10/17/2022. Company stated theyre keeping my items and cursed at me unless I pay expedited shipping. This is horrible business! Ive already paid for item pick up and the company stated I must pay drop off and they dont know when theyll drop it off! Im upset frustrated and lied to!

  Business response

  08/24/2023

  Dear Ms. ******************** hope this message finds you well. We would like to express our sincere regret for the delayed response to your complaint regarding your recent experience with Upscale Moving Inc. We understand the frustration and concern you must have felt throughout this process, and we want to assure you that we take your feedback seriously.

  First and foremost, we apologize for any confusion and inconvenience caused by the discrepancy in the delivery date stated on the paperwork you signed. We understand that you were expecting your items to be delivered on 10/17/2022, as indicated in the documents. We deeply regret any miscommunication that occurred and acknowledge that this situation has led to frustration on your part.

  We would like to inform you that your items have been successfully delivered. We understand the importance of your belongings and the stress that the delay and lack of communication *** have caused you. Our team has worked diligently to ensure your items are now in your possession.

  Regarding the issues you mentioned regarding potential additional charges and expedited shipping, we apologize for any misunderstanding that *** have arisen. We aim to provide clear and transparent information to our customers, and it appears that there was a breakdown in our communication in this instance. We want to assure you that we do not condone any unprofessional behavior from our team members.

  We take your feedback seriously and are committed to addressing the concerns you've raised. We have reviewed your case internally to ensure that such situations do not occur in the future. Our aim is to continually improve our services and ensure that each customer's experience is positive and stress-free.

  Once again, we apologize for any distress this situation has caused you. If you have any further questions, concerns, or if there's anything else we can assist you with, please don't hesitate to reach out to us directly at ************ or [customer service ********************************* Your satisfaction is of utmost importance to us, and we are here to support you.

  Thank you for your understanding, and we appreciate your patience as we worked to resolve this matter. We hope that your items are now in your possession and that you are able to move forward without further inconvenience.

*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. ↩