Complaints

This profile includes complaints for Midway Moving & Storage, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Midway Moving & Storage, Inc.

  4100 W Ferdinand St Chicago, IL 60624-1027

  
• 

  Midway Moving & Storage, Inc.

  2717 W Chicago Ave Chicago, IL 60622-4405

  

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:01/24/2024

  Type:Billing 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.

  This dispute is about a move. The quoted price for the move was $4800. The movers knew they were moving a 4 bedroom condo. The move occured over 22 hours extending past midnight to 5 AM. They final invoice issued was $15,500. They agreed to a discount on site to $10,000. an additional $1,050 tips was given for a total of $11,050. They later charged an additional $580 for storing items in their truck they could not get into the condo. After issuing a negative comment on ******* they retaliated by multiple phone calls to have the review removed. They additionally charged $3,050 to balance bill the original invoice despite it having been fully paid and signed.Our request is no billing over 15% of the original estimate. We are requesting a refunds of $5,060.

  Business Response

  Date: 01/26/2024

  To whom it may concern, 
  
  
  Please allow this email to serve as a response to a complaint filed by ********************************* 
  Providing quality service and staying within a customers budget is most important to us.  
  
  
  The following are details related to the ****** relocation. 
  
  
  On January 18, **** Midway was hired to provide packing and relocation service from **************** to 11 ****************.  
  
  
  Upon arrival, the customer required a considerable amount of packing beyond the original phone estimate. The additional service required additional labor and materials.
  It took our team approximately eight hours to pack and load two truck. 
  The customer was informed that we recommend a two day project based on the size of the relocation and logistical requirements involved. The customer then signed a revised estimate for $10,000.  
  
  
  Unfortunately, she insisted, our movers stay and complete the project in one day. The customer refused to allow the ********************** to take the household furnishing offsite to our storage facility and deliver the following day. The customer demanded the ********************** remain on-site until the job was complete. The job took 21 hours. 
  
  
  It appears the customer was hoping ******************** would honor the original phone estimate. She was informed the final invoice would be much greater as a result of the additional labor material involved. 
  
  
  Please note, the ****** family has utilized Midway service for many years. It is our goal to resolve this matter reasonably and expeditiously. 
  
  
  Additionally, the customer has a balance due of $3,050.48 due at this time. 
  
  
  If you have any additional questions related to this matter, please let me know. 
  
  
  ********************** 

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21193695
  
  I am rejecting this response because the head mover, ****, accepted a negotiated rate at the completion of the work as he said he was able to make such negotiations on site and we both signed the completed work order for $11,050.  $1000 was prepaid and my card was charged $10,050 for the work complete.  This paperwork was signed and as final.  The business is now retaliating by issuing a new invoice of about $3,000 for a one star ****** review.

  The business is also failing to provide me with a copy of the signed paperwork despite my request of such paperwork where the final negotiated price was summarized and agreed upon.

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

  Business Response

  Date: 01/29/2024

  Good Morning, 

  As I said in my previous response, Our Drivers and Crew Chies do not have the authority to offer discounts or negotiate on behalf of the company.  It was suggested to do the move over 2 days.  It is my understaning that your wife instructed the crew to complete all services on the same day.  All moves are based on actual Time and Materials needed to provide services.  

   

  Thank you,  

• Initial Complaint

  Date:04/06/2023

  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.

  Midway Moving and Storage has charged me for items they have lost. Midway Moving and Storage will NOT process an insurance claim. Midway Moving and Storage has NOT reached out to me for a solution.Midway Moving and Storage took in over $20,000 of furniture. I paid for the move, I paid for the storage and they are NOT able to locate my items. Midway Moving and Storage has ignored my phone calls, email and letters. I have disputed Storage charges for the lost items and now Midway Moving and Storage is sending me bills for storing the lost items.If this is not resolved in the next 30 days I will contact the *************** ***************** for THEFT. I will also contact ** Attorney General as they told me they were very interested in the outcome of this situation.

  Business Response

  Date: 04/21/2023

  Mr. ********, 

  You stopped payment on the credit card.  Until payment is made in full,  We are unable to review and make any settlement on this claim.  

   

  Have a nice weekend.  

   

   

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19905275
  
  I am rejecting this response because:

  My claim was made on 5/2/2021.  My account was PAID IN FULL at the time of the claim.  I had EVERYTHING removed from storage on 2/9/23 and my account was PAID IN FULL.  Midway Moving & Storage had nearly 2 years to file and complete this claim and they IGNORGED it.  At this point this I have contacted the ******** Commence Commission, 

   

  I will continue to pursue this claim. 

    

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

  Business Response

  Date: 04/25/2023

  Again.  Until this is paid in full and all disputed dropped, this claim will ot be adressed.  I am aware you spoke to the ***.  I sis as well.. I know for a fact, you were told the same this by them.  

   

   

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19905275
  
  I am rejecting this response because: 

  Midway Moving & Storage had NO intention of filing a claim.  My charges were disputed on March 2023.  I filed the claim on 5/5/2021.  My account was paid in full at the time I disputed the charges on 3/23.  Midway Moving had 2 years to file this claim.  

  During the 2 years Midway Moving & Storage had to file this claim, they ignored every email, every phone call (over 20 attempts) to settle this matter.

  IGNORE, IGNORE, IGNORE.   

  Additionally, outstanding charges is not a valid reason to without a claim. 
  

  I paid for the insurance at the time of the move.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/16/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i have been a long-time customer of ********************. 7/**/2022 I was moving to my new address moving items (storage items for years). Their employee ****, start3e opening my boxes on the truck (where he could not be seen) and was caught. His response I was only opening items labeled pillows, but I had items stuffed in the pillows. I asked him to give me the boxes, for the items in the boxes were all labeled, he refused. I could not tell what was taken initially so I just dismissed it as harmless. However, several days later I realized what had happened and contacted Midway immediately. I told them the items missing and took pictures of the cabinet that was damaged. Midway immediately asked how they could make it right, just merely hoping that I would continue to store with them, which I decided not to. They agreed upon moving all my items out I would file a claim about the cabinet, and they would address the loss; however, once they received the payment for moving my last items out of storage they have refused to follow through. I want compensatory damages for the cabinet and the items stolen by their staff. I believe that Midway is not properly vetting their employees and sending into our homes leaving us vulnerable to theft. I had been with Midway for years, but the management of the company is deplorable. I discussed this issue with **, ****, ***************************** and I believe ***** to no avail. Also, they were notified immediately upon the last move 10/27 that my piano (baby grand) was not assembled properly (the pedals are no longer working - likely assembly issue) but they refused to return. The contract reads they are responsible for assembly of the items they took apart. When signing the final delivery, I noted the items stolen and the item damaged; however, on the copies it does not show up. When signing I spoke to the delivery person of my total disgust with Midway directly. Midway has refused to take any responsibility (damage, theft, assembly).

  Business Response

  Date: 11/17/2022

  Good morning,  Ths is not Entirely Correct.  Midway did send you a claim form to complete and forward back to **.  To date we have not received that completed claim form in order to address your concerns. 

  As I stated when we spoke, Please forward it back so that we may address your concerns.  That is Policy for all moving companies.  You did not what to hear what we were trying to explain to you and hung up on me.  So again,  Please complette the claim form and forward it back so that we may address your concerns.  

   

  Thank you and have a wonderfu day.  

  Customer Answer

  Date: 11/21/2022

   
  Complaint: 18412654
  
  I am rejecting this response because: I requested the form multiple times.  ********************* has yet to send.  She never follows up I have proof of multiple emails sent to her which she never follows up.  I did not hang up on her.  When she started changing what was agreed upon verbally, I told her I would rather now communicate via emails.  What I have learned about midway is that there is continual lying by representatives and ongoing misrepresentation.  if you are able to obtain the form (claim) I will no problem completing it.  When we initiallyl discussed the claim, it was then agreed that we would wait until after the last moving of items.  Since then, they have ignored my requests 1) repair cabinet 2) assembly piano or cover the costs a professional redoing it correctly, responsibility for the items noted to them that later noted were stolen by their staff (****) opening my boxes on the truck with my initial knowledge or permission.  He was caught doing such and then refused to provide me with the labeled boxes so I could have immediately determined what was taken.  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/21/2022

  This was sent ***** thing this morning to *************  When she said she did not receive it, It was sent 2 additional times.  The exact same way.  

  Once we get the completed claim form it will be reviewed and processed. 

   

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18412654
  I have just received the claim form yesterday.  I will complete it and keep you posted if they fail to follow through.  My concern is also that they send people into our homes that *** not be properly vetted.  Please check the site for the number of theft allegations made in the past year.

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

  Business Response

  Date: 12/06/2022

  To date I have not received the completed claim form from *************  Until which time it is received, there is nothing I can do.   Once we received the completed claim form, we legally have 120 days to make an offer or demy a claim.  ************ received the claim form on 11/22/2022.  

   

  Please forward over so that we may address your concerns.  

   

  Have a wonderful Holiday Season and a Merry Christmas.  

   

• Initial Complaint

  Date:08/26/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Midway Moving has had my goods in storage as a result of my being in an auto accident that left me permanently disabled.I contacted them on 7/1/2022 inquiring what the lead time was to get my things out of storage and able to move.I found an apartment and signed the lease to move in on 7/19/2022.I requested an estimate for that on 7/15/2022, and paid $1,164 for them to move my goods in on 7/20/2022.I received an email from *************************** on 7/19/2022 stating that they would be unable to complete the move without any explanation.I had to initiate a phone call to her to find out what was going on.I was told that I owed additional money for storage, but due to a new accounting system, they didn't know what it was, because they didn't invoice me or keep a running total.****** at one time attempted to blame this on me because I said I had been sick with COVID and hadn't done anything.Midway did not send me a single invoice for over 2 years!In the meantime since they have all my furniture including a bed, I had to go out and purchase a bed to sleep on. That was $1085 that I didn't need to spend.!I requested several times what the balance was that was owed but never received a reponse.I sent a demand letter via email and Certified Return Receipt on 8/3/2022 to *************************** and *********************** (President) and never received a response.In order to live in some normal manner, I went to FB marketplace and purchased 2 chairs and a lamp for $1040. I didn't need any of these things because Midway Movers has them!On 8/22/2022 I sent an email to *************************** requesting to see if they actuall have my possesions.She responded on 8/23/2022 and that I would have an invoice from them the next day and that I would need to pay that before receiving anything.It has now been 37 days I have been living in my apartment waiting for *************************** to create an invoice.

  Business Response

  Date: 09/06/2022

  Mr. *******,  

  ****** has been working with you to get these issues resolved.  There was no way for us to know you were in an Auto accident.   Please continue to work with her.  

   

• Initial Complaint

  Date:07/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 25, 2022 We need to dispute 2 of the charges on our final bill.The issue started when the movers arrived 3 hours early (9:28am) on the day of the move. This caused a significant amount of changing our plans on our end. We specifically confirmed a 12:30 move-in time because we had to work that morning, had to get a rental car earlier which cost us additional money, and they started moving things into the apartment before we even arrived or had gone through the move-in documents with our new building manager.The movers got everything into the new apartment by 10:37am and charged us for 3 hours of work, despite the fact that they called us at 9:05 to tell us they were going to start packing up our things from storage, or that they actually started the move just around 9:30am. The experience was really difficult and disappointing because Midway Moving was really helpful being able to help us move when our other movers fell through, but this experience made for a ton of extra work, stress, and money during our move. Given everything that happened,we would like to discuss getting a credit back to our account to reflect the time we were charged for that we shouldnt have been.We need to be credited 1 hour @ $250 given the entire move happened in 2 hours, and given the issues of having to move everything earlier with little to no heads up, we should have the hourly rate for Workers, Truck Charge, and Travel Fee reduced to reflect 4 workers similar to our move out on 5/14 of $194.

  Business Response

  Date: 07/21/2022

  Good Morning ******************,  

  We pulled the paperwork from your exit from storage.  They had to load the shipment out of our warehouse prior to delivering to you.  The clock starts when they leave our facility till the time they close the doors on the truck.  Based on the signed paperwork.  It States:  

  I am confirming that the shipment was received in aparent good condition except as noted in inventory, and that services ordered were performed.  

   

  This is signed and dated on May 25, by *******

   

  Customer Answer

  Date: 07/22/2022

   
  Complaint: 17595659
  
  I am rejecting this response because: this does not address the fact that they arrived 3 hours early and began unpacking without either of us present in the apartment. This also does not address that the amount of time it took them to unpack was less than we were charged, as submitted in our original claim to Midway. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/11/2022

  Good Morning, The day services were provided there is a 3 hour minimum.  That is what you were in fact charged for.  I am not sure who let the movers into your new dwelling as someone had to let them in and give them the authorization to start delivering your items.  No call was in fact placed to the office the morning of the move.  If one had been placed to Midway, the crew would have been called and told they can not deliver till later.  

   

   

   

  Customer Answer

  Date: 08/15/2022

   
  Complaint: 17595659
  
  I am rejecting this response because:they still have not addressed all of our issues. It is clear that they will not be refunding us what we are owed and this has been a horrendous experience. They would rather waste time going back and forth through this portal than answer our many calls and e-mails. If there is no refund happening, I do not wish to engage in this any longer. I will be sure to note all of this in my reviews across ****** and Yelp.

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

  Business Response

  Date: 09/06/2022

  Ms.  *******,  I am not sure who let them in to start working prior to the 12:30.  Had you called our office they would have been told not to start till 12:30pm.  All the paperwork was signed that services were performed as requested.