Complaints

• Initial Complaint

  08/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This dispute is regarding the discrepancy between what we are charged in Cubic Feet and the Delivered Cubic Feet over ***** vs approximately 1150 Cubic Feet respectively. $2,554 - Deposit 5/23/24 TO BROKER $***** - Additional Estimated Deposit once updated inventoried was sent to BROKER 7/26/24 $3,129 - Pick-up 7/27/27 Once truck was loaded Lead Mover stated that we needed 2000 cubic ft of room and there would be an up charge, and we paid this to MOVER $3,129 - Final Payment Due in order for them to unload truck due 8/3/24 TO: MOVER ***** Goods delivered on 8/05/24. When the truck arrived; we were their last delivery of the day. The truck had markings inside of Cubic Footage Measurements. Our goods were ONLY using less then ***** Cubic feet of space. we were also charged a 12% Fuel Surcharge on our Cu Ft.. I'm seeking to obtain a credit of $3,186 accordingly ($2850 CF + $336 Fuel). You can view pictures I took upon arrival of our delivery truck. When I went on the truck to take the pictures the movers asked why I was taking pictures, and he answered his own question with "are you not agreeing with the Cubic Footage charged. This tells me this is a common practice in the moving industry and does not comply with any standard of good business practices. In addition, I put in a complaint with the company 8/8/24, I received an email back stating they would look into it. I have yet to hear any reply. I have tried multiple times by phone to contact the mover which I'm redirected to voice or are disconnected with NO reply back. I look forward to your acknowledgement of this dispute and a prompt resolution. Please let me know if any further documentation is needed.Sincerely,***************************

  

  Business response

  09/09/2024

  We understand the customer is upset about the charges but she was charged according to the terms and conditions she agreed to. The customer was provide with a binding estimate whisch she agreed to. Our office processed her paperwork based on the charges she approved. The customer was able to see the truck's volume at the time of pick up. She didn't notify our office that her volume was any different than estimated. 

  A binding estimate is a written agreement made in advance with your mover, indicating you and the mover are bound by the charges. It guarantees the total cost of the move based upon the quantities and services shown on your mover's estimate. This type of estimate protects the customer from paying more for the inventory provided. The movers tarriff states that the binding estimate is the minimum cost for the move. We cannot process any refunds based on the paperwork signed by the customer.

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive started quoting to moving from MI to ** for June 2023 I was contacted from a company gorilla.hellomoving whom redirects me to National Movers whom finally quote me ~****dlls (quote and dates agreed (get erased from the link once the moving activity started: Jun ***** my department complex in ******** lease ended in June 30 After this point initial down payment was done (****) expecting give another 2K the moving day and lastly the balance on the drop off Between excuses from the ***** and changing arrival times they never arrived until de 30 close to 3pm (they2 persons only) they didnt finished and left after 5 hrs telling me that they will return early in the morning While my mom pack all the kitchen herself, I did finished my closets and my room stuff y my office by myself; I had removed a bunch of stuff that I gave away and pack in my own Penske truck to prevent increase cost since I did add and small makeup desk with stool and 2 chairs When the guy calledChip came with an increase of 4K dollars out of nothing (check per others claims SAME MO-scammer practice) Telling me that initial payment was for the broker as quote! So of course they have to increase 2-3K At this time all my stuff already in the truck I cant do nothing ( like extortion to sign their altered agreement) Like the other claims when you try to contact them they never answered In this time besides that I had to pack the 2 rooms by myself and finish the half of my closets and disassembly the 2 shelves ; while my neighbor had to do the all tv &washer and dryer unmounting and was asked by the chip guy to bring them a Gatorade (I did provided water)During the moving they put very few things in boxes even if the things have already box or are packed properly to increase the cost (scammer practice-BBB I have to extend my claim with an email and evidences directly to this company ************ They say per management we do not do adjustments they truck guy came with my stuff but they refuse to adjust based of all thing removed and labor And the random 4K increase.Its open still the lady said see you in court- same **** as customer service

  

  Business response

  07/25/2023

  The customer booked her move with a broker that forwarded the job to us. Due to a full schedule we were only able to schedule the customer's pick up on June 30th (one day outside the pick up window provided by the broker). Our pick up crew arrived and worked the maximum amount of hours allowed by the *** and then had to return the next day. The customer did not pay nor did she book a full packing service move, so the fact that she packed her own belongings is only natural as it was not a service included in her cost. The majority of our customers pack their shipment prior to the movers arrival or even as the movers are there. This strategy saves the customers a lot of money in packing materials and labor. Due to safety reasons, our crews are not allowed to disconnect washers and dryers or remove TV's from the wall (to reduce liability for property damage). We are happy the customer had a neighbor thatw as able to assist her with these items.

  As far as the ioncrease in cost, the customer herself stated that she had more things than on her estimate. The customer never told the driver or our office staff that she had any issues with the cost therefore she did not give us the opportunity to not enter a contract with her. We have instructed our drivers many times to offload a shipment whenever a customer did not feel comfortable to continue the move due to pricing or any other issues. But in order for us to do that, the customer had to have said something. Unfortunately, for both parties, she did not complain about the cost until she was notified of delivery, almost 20 days later.

  Our driver attempted to do the delivery but the customer did not have sufficient funds. We are sorry she put herself and us in such in uncomfortable situation. We will email the customer, instructions on how to retrieve her shipment.

  Customer response

  07/31/2023

  Complaint: 20368431
  
  I am rejecting this response because no solution, but retaliation was provided & multiple verifiable reasons stated from this entity Best Price Moving & Storage away from facts.
  Schedule time was ***** (since **** was my last month in the apt (they asked you 2 days for weather flexibility all week no calls and in the 28 they call me to tell me they are in their way- just to cancel in the last minute, same thing next day; arriving almost 3pm on the day after **** 30 working only 5 hrs.) bad planning ****************** it's not your customer fault.
  Even though i was aware of the broker existence (National moving) was never mentioned by them or neither agreed nor notified that $1974dlls will be the broker cost (as the mover person stated- you own employee words- with witnesses) explanation provided after Ive questioned where comes from his new calculation (Quote **** vs his magic random number $9000 dlls) mind you half of the things on the quote were removed & I've rented a separated truck with stuff and 3 members had to pack more that the half of my moving- definitely not a 9K moving value
  When this happened magic calculation (9K) almost all my stuff was already on the truck and when *** asked further explanations was given just  it's my boss direction Ive requested call his boss, he refused and (*************** name **** ) when I've tried to review his papers when I've show him that even delivery address was wrong, or putting extra boxes never used of very few thing per box, he removed the papers and told me he doesnt have time for that.
  Ive tried to communicate several times during this time to all numbers from this company including the brokers with no surprise no one answered (see other claims they dont answer specially during the moving days, as their MO)
  Days later when they finally decided answer calls (Ms ***** confirmed that the Broker cost wasnt those $1974 dlls I've put my verbal claim (everything before mentioned) and told me that she will review with management, ( with no answer later ive sent it my evidence of the quote and the things that got including the Penske truck requesting the adjustment only answer was: Management said no adjustment no further explanations (like kidnaping your stuff to make you overpay)
  After putting this BBB claim this company refunded the 2nd payment from my credit card $2000dlls in order so I pay cash /check only as clear retaliation (the **** remaining form the magic calculation
  Looking forward to presenting my claim and my collected evidence to federal & state empowered government entities to promote enforcement of law & regulation preventing this kind of misleading organizations that try to look like a business for not saying more.
  
  Sincerely,
  
  ***********************

  

  Business response

  08/14/2023

  The customer's shipment has been delivered and all the services have been rendered per contract.

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the worse moving company anyone could hire for a state to state move in *******. Overpriced, rude disptach person, and has been fined by the Federal ******************* for those reasons plus safety issues in 2019.I filed a claim with Anthem Claims and have never received my check for $189.00. ****** said to contact you and I emailed ********************* but of course she doesn't respond.

  

  Business response

  07/06/2023

  We have looked into the issue and found that the customer's claim was marked paid in error. An Echeck was emailed to the customer today with added courtesy compensation on top of the settled amount. We apologize for the delay and inconvenience.

  Customer response

  07/19/2023

   
  Complaint: 20278523
  
  I am rejecting this response because:
  20278523-Best Price Moving & Storage check for $250.00 was from a closed account. US Bank said the check from ************************* isn't worth the paper it's written on. I am trying through FMCA to close this scam moving company down. This office manager is a scam artist. Please help me get a valid check. Thank you. ******************************* ************
  Sincerely,
  
  *******************************

  

  Business response

  07/20/2023

  The customer is correct. We recently closed our account with ********** and our new account is listed withg **** of America. Upon sending the check, I made the mistake of choosing the wrong account (due to longtime habit). I apologize for the inconvenience this has caused and I have issued another check from the correct account with an added $50 due to the trouble.

   

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******* and Best Price Moving and Storage have created the worst experience ever. They have held on to my things for weeks and I can not get them. ******* provided a quote that Best price defaulted on and charged me **** extra dollars. They also charged for tape and packaging.**** with best price literally will not answer my calls. And my Amherst contact ********************* stop answering the phone when I began having issues. ******* contact ****** has also treated me with the upmost disrespect during this entire matter. I moved all the way to ***** and tried calling Amherst to get my things and being advised the truck broke down. They have not made the promised delivery date. This has been stressful and painful.

  

  Business response

  06/12/2023

  We are sorry the customer's shipment is delayed due to the breakdown of the truck trasporting it. The courtesy delivery window for ** deliveries is 14 business day from the customer's first available date. We are still well within this window, that ends on 06/16. Although the moving contract guarantees moves within 30 business days of the first available date, we strive to narrow this large window and deliver most of our customers during a much shorter courtesy delivery window.  We are hoping to be able to do the same for this customer. The customer will be notified as soon as the truck is repaired and back on the road.

  We apologize for the inconvenience.

• Initial Complaint

  06/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company has been giving me the runaround for weeks I have no access to anyone or anybody they simply ignore my calls. Theyve stolen my money and my property Ive been told that I would get a simple phone call for over a week and NO ONE Responds over 2k just gone! All the money I had left and they took it with no remorse! My bed thats purchased for medical use is just gone I dont have a clue how to get them to contact me. I can haven get anyone to answer to have this company served properly! Its ridiculous PLEASE FOR THE LOVE OF ALL THAT IS LEFT RUN! Do not under even the most critical circumstances dont use this company. All I want is my belongings safely since theyve been paid. I am in so much pain with out my bed my medical condition is bad enough. I need help. These people and Bronz Star ?? brokers are both scamming people and something needs to be done immediately.

  

  Business response

  06/05/2023

  We are sorry the customer is misrepresenting the actual facts. We have been in contact with her and her partner several times since the pick up date. The customer's delivery window satrted on 05/31/23 as she listed on her paperwork. ***** deliveries have an estimated courtesy window of 14 business days which takes ** to 06/20/23. The actual contractual window is 30 business days but we attempt to deliver all customers as soon as possible within the estimated courtesy delivery window. As of today we are still on track to do that and we will continue to update the customer as soon as a truck is scheduled for her delivery. We were unaware of the customer's medical bed urgency as it is not stated in her paperwork but we are working to send her delivery as soon as possible.

   

• Initial Complaint

  05/10/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Hello On April 6th, 2023 I scheduled a move from ******* ** to **********, ** and I picked this company base off the reviews and the reasonable quote I received from the Representative name **** the broker who filed my booking appointment for the move. She asked me to send some photos of my inventory of the things i would be moving and I also explained to her that I wasn't completely finished packing and to also keep in mind that i have Clothes, shoes, Kitchen ware, bathroom essential that's not even counted for in the photos because i haven't packed them yet, she stated oh sure no problem ill stated that in your inventory. So I notice none of those things were listed and she said oh I listed it in the contract I said ok then, So i made the deposit for $500 down payment for the move they made it clear if I had more items than listed my quote will change so she quoted me $1992.00 and during the follow up toward the move she never ask for updated photos to give me a more updated quote, so on moving day the movers arrived did another quote to me stated i had to pay and additional $2000 + $1992 = $3992 for the move all together, I said well I'll have to cancel the move because I didn't have an additional $2000 to pay them. So they looked at me and well you want be able to get your $500 deposit back because you didn't cancel the move 3 day in advance. So since then, I drove to the company I talk to a Hispanic who also told me the same thing and I'm like they didn't do anything so I should receive my money it was the broker who didn't explain on the contract my other belonging plus I felt they were racist towards me being a Black woman. I've been calling since 4/7/23 and I can't find ****, or ******* at this company no boss, manager, supervisor nobody. No one has returned my call I just like they are ripping people off and just taking their money and it's just not right. Something needs to be done.

  

  Business response

  05/11/2023

  We uderstand the customer is upset about the situation, but she was aware of the terms of the contract and said it herself that our rep informed her upfront that there would be additional cost if she moves more items than listed on her estimate. We try to provide our customers with all the information they need to make an informed decision. If the move was cancelled prior to a truck being dispatched, we would have been able to issue a full refund evn if she was cancelling less than 3 days ahead. Once a crew and truck were sent out that was no longer an option. As a courtesy to the customer and to help ease her financial burden, we can issue a partial refund of $250 ( the other $250 is being retained for costs incurred by the company upon sending a crew and truck to the customer's residence).

  If the customer wishes to accept the offer, please send an email to ************************************************************************** 

  Customer response

  05/15/2023

   
  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, although the representative **** said she would be able to ***** me my whole refund back because. 

  I'm assuming she realize the mistake of not getting a verification update on my inventory before the movers came to do the job, especially when I made it clear from the photos, I sent to her that everything wasn't packed completely yet, and she didn't add those details on the invoice at all.  But I will agree to accept the $250.00 refund which is better than a 0 money being refunded at all.  Hopefully when i contact this other representative they will answer the phone.  ************ still need to revitalize their contract so other customers will not get misled or scam of their money.  I truly don't have it to just throw it away like that.

   

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

• Initial Complaint

  04/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I contracted with Relocation Nation who is turn brokered my move with Best Price Moving and Storage. On 3/24/2023, one man and partner showed up to my home in ******** and packed my items onto a truck. I paid $1400 for this. I have yet to receive my items in my home in ************, **. I was told that it would be 3 to 10 days for my items to ship. I have now been informed that my items may have left the warehouse for Best Price Moving and Storage in ******* on Sunday, 4/9/2023. I have not received any calls, emails or texts advising if this happened. I have been in my new home since March 25, 2023 waiting for my household goods. I am expected to have over $3,000 more in cash for when my items are delivered. I have already paid over $3000.00 for this move. I want to know where my household items are and when will they arrive in my home in ************.

  

  Business response

  04/10/2023

  We understand the customer's frustration as delivery as taking more than she anticipated. Our dispatcher's department has the customer's shipment scheduled to leave ******* this coming weekend with an estimated delivery of mid next week. If there are an changes in schedule we will communicate with the customer directly. The customer did not purchase a guaranteed delivery service and the contract provides the company with a maximum of 30 business days from the first available date provided by the shipper.

  We will do everything we can to get the customer's goods delivered as soon as possible.

  Customer response

  04/12/2023

   
  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

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted a Release and Settlement of Claim for $315.00 for damages occurring during a move. I have not received compensation. Thank you for your assistance.

  

  Business response

  12/29/2022

  **************, 

  The claim check was submitted as an echeck to the email on file. The email might have gone to spam. We can resend it or send it again by mail. We apologize for the inconvenience.

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I moved cross-country: ***********, ** > *************, **.Best Price ********************************************* was assigned to me by a moving broker: ******* Moving. I had no choice in the subcontractor selection.Had all my belongings held hostage for over a month with next to zero communication, delivered 10 days after the contractual delivery window and after dark on a weeknight. I paid $6706.50 and still had to move in my own belongings because they only sent ONE GUY. It would have taken him until 5am if I didn't help, and it still took until 1am. Neighbors called the police for disturbing the peace. Many high value items arrived broken. Over $3000 in damaged items, got approved for a $147 check in reimbursement which they never paid. If that wasn't enough, they charged me another $550 to put it in a smaller shuttle, and $225 for long carry and stairs - yet I was the one who suffered the long carry and stairs. I would like the $225 refunded as well in addition to the $147. Despite the $147 being approved by ***********************, Best Price Moving and Storage never paid it. I've called in time and time again over the last 6 months, but as soon as I state why I'm calling, they hang up. Subsequent calls are sent straight to voicemail. It's incredibly deceptive and concerning. They have intentionally made every part of the process as painful as possible in the hope customers give up and they can pocket the costs. Best Price Moving and Storage's business practices border on extortion, and they've caused me to suffer significant financial and mental distress in the months since.It's been more than the alotted 90 days since I've submitted the notarized settlement, despite me making every effort to secure my due restitution. I would like the $225 surcharge refunded as well as $147 I am owed. This hardly negates the misery of this entire experience. I would be open to any further adjustment they are willing to make to make me whole.

  

  Business response

  11/09/2022

  We have looked into the situation with the customer's claim and his payment was sent by ****** directly to his email. Since he did not receive it, we will issue a physical check and mail it to the address on the claim.

  Due to the fact that his delivery happened along time ago, we cannot verify the information that the driver servide the move by himself with the customer's help. If that happenned, we truly apologize the customer was put in that situation so we will refund the $225 he requested as a curtesy to him.

  A check will be sent to him in the amount of $372.00.

  Customer response

  11/10/2022

   
  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

  10/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May I hired a moving service. Pick up on June 20th, delivered on June 29th. Initial quote was $7130 (I paid 50%), then went up to $11648 when they pick up and then finally again to $16,910; each time they increased, either I accepted their terms or would have lost my initial 50% and then any additional amount I had paid.There were 14 boxes missing and, when I reported it to their office, they said they have found some in their warehouse and would send them to me as soon as possible (This happened on July 6th). Since then, I have had numerous phone calls (their driver ***** is the only one who has called me back always saying the boxes are there, but they do not have planned deliveries to MA). I've tried contacting their office manager ***** and the owner ********************* unsuccessfully.They also damaged several pieces (glasses, ceramic, paintings) on top of the missing due to the fact they loaded at my home, offloaded at their warehouse in ******* and loaded again in a very poor way (putting fragile boxes at the bottom, heavy on top. (see pictures)Order # ******

  

  Business response

  10/27/2022

  I would like to start by apologizing for the delay in returning the customer's boxes. We understand the customer is claimimg to have 14 missing boxes but we only located 2 of his boxes and we made him aware of this once he notified us in July. The 2 boxes were returned by the delivery driver to our warehouse in *******. Once they arrived they were mistankly loaded into an iternational container that was shipped to ******. Because it took a long time for the container to arrive at destination we were not able to confirm until yesterday that the customer's 2 boxes were there. Now that we located the 2 items, we are making arrangenments with our international agent to have them shipped back to *******.

  We are truly sorry for all this inconvenience and we are emailing the customer directly with pictures of the located items. As soon as the boxes arrive in the US we will ship them directly to him.

  Customer response

  10/31/2022

   
  Complaint: 18316872
  
  I am rejecting this response because:

  a) they told me early in July that they had some of my missing boxes in their warehouse but they didnt send them to me right away. Apparently several weeks later they miss shipped them again to Another client. Ill believe they will get them to me once I get them , but not before.
  the photograph they sent shows the box with the most valuable items so I will be very please if they get me those 2 boxes back but only until they deliver them to my house in ***** ** I could consider this claim closed, not before.

  2) the missing boxes were not in the truck doing the delivery to my house. We checked the truck and there was nothing left. What I was told then was that they had found them in the warehouse were they had downloaded all my belongings before putting them in a second trailer to send them to MA.

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

  

  Business response

  11/04/2022

  We are working to deliver the 2 boxes that were shipped international by mistake. We apologize again for all the trouble and we will be in touch with the customer once we can schedule delivery to MA.

  Customer response

  11/08/2022

   
  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, as long as they follow on their offer and do deliver those 2 boxes to me. I will wait for the next 3 weeks (which to me sounds more than reasonable time to get those boxes to me. If I do not hear from them I will contact them first and then, if still unresponsive, will get back to BBB again.
  
  Sincerely,
  
  ***********************************

*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. ↩