ComplaintsforNew City Moving

• Initial Complaint

  06/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid New City Moving to move our apartment and they assured us they could move a piano and charged us extra for it. We reviewed it with them several times to confirm and they then upon arrival declined to do it, saying they didn't have the staff or equipment. They basically drove a piano halfway across the country to dump it on the ground and say "not our problem" then refused to do the rest of the job until we paid them extra.This was a scam

  Business response

  06/19/2024

  New City Moving provided all contracted Interstate moving services and inventoried *************************************************************** was unable to accept delivery of the piano due to the size of the piano and the design/layout of the stairwell as the unit is located on the 2nd floor. New City obtained images of the stairwell from the crew at delivery for reference.
  
  While the piano did not fit into the address given the restrictions, New City extended good faith efforts to ensure the piano was stored safely. New City delivered the piano to a 3rd party storage facility (Public Storage *************************************) on 06/02/2024. Truck GPS records and footage available confirming the same.
  
  New City extended additional concessions on this account as our team waived the fee for an additional stop (Public Storage to deliver piano),******** also waived the piano handling fee listed on the contract (-$350.00).Copies of the contract available and the customer received a copy of the same at delivery 06/02/2024.

• Initial Complaint

  01/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired this business to move my belongings from my house and store most items in November. The movers did not follow my instructions regarding what to move or not move and many items were moved to storage that should not have been. I reached out to the company to seek some credit to my overall cost regarding these issues. They would not take responsibility. I asked to speak to a supervisor and they said their lawyer would call. After waiting over a week, I reached out again as no one called. Their lawyer contacted me and we reached an agreement as to the amount due. I paid this immediately. Today I am being told that my items are being prepared for auction because I havent paid them. Their lawyer threatened me to try to coerce me to pay more than our agreement. I can supply all Communication if needed b

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They quoted me nearly $4000 which I agreed to and paid after a video consultation. The day of the move, the head mover says he only ever does "long haul" moves and not this "little" stuff. The move took way longer than expected and quoted, the main guy never said anything to me about increasing the cost of adding another truck or using more boxes. What I found was multiple large boxes completely STUFFED with packing paper and ONE wooden salad bowl or other small items that could have been stacked and consolidated, another Large box stuffed with packing paper and each individual nespresso pods wrapped in packing paper- which caused an undo amount of time, packing materials and boxes- giving them the excuse to add an extra truck and boxes. I have MULTIPLE pictures of that night from 4 other witnesses who were helping me unpack while the movers were still unloading the truck to try to move things along. They each sent me videos and pictures of the extreme measures New City Moving went through to try to increase boxes, time, and cost without my knowledge. That night the main guy told me I owned nearly $2000 over the agreed amount. I was shocked and said I would not pay that as I don't have that kind of extra money to throw around. He called the owner who I told I would not pay that amount and he said he understood as that must be a shock at 12am. The main guy got back on the phone with him and told me I had to sign paperwork. I refused to agree to pay the amount on the paper and put "NA" next to it. I had about 6 men in my house at midnight who refused to leave unless I complied. I then received a text message from the owner, ***** on May 19th at 10pm telling me if I do not pay the balance he will 'be reaching out to people online and making some "complaints" online as well' as my 'profile' is very public.

  Business response

  07/20/2023

  While we categorically deny ************************ allegations,her account is in collections and pending litigation.  It is therefore inappropriate for us to comment further.
  

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 27, 2022, this company moved me from a storage unit into my new apartment and was quote based off the of the actual size of the storage unit which was I was 675 for 3 hours and that this size unit can be done in 3 hours. When the mover arrived only 1 out of 3 spoke English. There were so many problems during this move. This was the worst experience ever and this company needs to investigated and closed down. I don't believe the two Spanish speaking man legally worked for this company and is legally registered to work in ***************** or ********. After damaging most of her expensive furniture, she left of the storage still full of items that I had to pay someone else to move the next day. These movers moved so slow. At all times, 2 men moved as a unit and wasted so much time. They purposely packed the truck wrong so that they didnt have to move the rest the items. The took the wrap off a couch that was previously wrapped through it on the ground and put the couch in that dirty truck without re-wrapping it. he left the plastic in the ground of the storage lot. How nasty and dirty of a company do you have to be to do something like that. I have video proof. They ripped holes in the couch and damages it. they also ripped holes in a leather bench, cracked a dinning room mirrored based table and tv. They stopped to get food while in the middle of the move. the owner is one of the worse people to work with and needed to be shut down. The moving company lied to the insurance company and credit card company multiple time, slandering my name. I need for this company accountable for everything that they did and answer to every lied that the told.

  Business response

  02/07/2023

  NCM was contracted to move a 3rd party Public Storage unit on Saturday 11/26/2022. Before the move out of the unit, our crew leader sent pictures of the state of the unit with an emphasis on existing damage to most of the furniture items the unit contained. NCM was provided with videos showing the items, not moved and in the storage unit as damaged. Our crew leader also pointed out that the unit housed additional items than what was contracted of NCM to move. When I spoke with this customer the following Monday, I had asked the customer who had packed and moved the items into the storage unit. The customer responded with a separate professional company. I informed the customer that damage claims would need to be filed with that company, as they packed and moved the items into the unit and that the damage was documented before leaving the unit or being placed on our truck. This customer has been offered resolution according to the applicable terms, calculated at the coverage option selected by the customer; NCM has not heard back regarding the offered resolution.
  
  Our office verified that the crew did not stop to get food in the middle of the move, as supported by the *** truck logs. The Customer elected not to review this information when so offered. As the final, yet most important note: NCM certainly understands that proper claims made by customers are a part of the business.  At the end of the day, things happen, and NCM in turn continually strives to make things right.  While fortunately rare, it saddens the entire NCM family when a Customers claim is not rooted in fact or legitimacy but is rather wrought with the stink of hurtful ethnic undertones,seemingly made to bully us into complying with an unfounded request. NCM firmly stands up to such wrong, however. New City Moving is an equal opportunity employer who will continue to employ some of the hardest-working and most dedicated people in the Chicagoland area.

  Customer response

  03/13/2023

   
  Complaint: 18898858
  
  I am rejecting this response because:the owner of this company has been lying the entire time. The contract was for 512 cubic square feet. the storage unit was 4X time larger than the storage unit so why were they unable move the items. I have video of the storage unit that same day after they left and it will prove, he lying. **** admitted to sending the wrong size truck and messing up. the worker took more than ***** minutes to get to the location and the location is only 17minute from the storage location. if you ****** the distance, it will prove my point.  I would like a Printout of the *** route they took. You left half of the item agreed upon in storage. The owner stated via email, phone and text that he would cover the cost that was caused by his company for leaving the item in storage, this was the **Haul cost on 11/27 and additional moving fee paid to someone else. The email was sent to him on 1/7/23, he requested to the receipts so I don't know why he is lying stating they did their part, they did not. We spoke by phone 1/6/23 and i sent over the receipts of the additional moving cost proof on 1/7/23, which the receipt was sent to him by my daughter's email, and I sent the receipt of the **Haul from my email.  He did not address the claims of the workers being illegal or not legally employed with his company because they don't work for him. The lead person may work there but the other 2 who spoke no English, did not. The items that he claims he has video of, he doesn't. He has pictures that he sent my daughter via email that had nothing to do with the items, they actually damaged. He states that this is a one-off occurrence but it not, his reviews speak for themselves. If I looked into the review more before using this company, I wouldn't have. He purposely avoiding certain things and deflecting to something else because he knows he's wrong and not truthful. He has been lying and unprofessional this entire time and used excuses regarding his family's health to not address certain things in a timely matter. most things that he is disputing, he put in writing. I also need for him to address how they left my house in disarray after being told I was disabled. The movers purposely left large item anywhere, knowing I could not move them. He told me "He will leave wherever he wants and that he did. I had also pay for someone to come handle that mess as well. This is not a one-off thing. This is how they do business. If he is disputing anything I am saying, I need proof. I screenshot pictures from the video because I am unable to upload a video. The pictures show they left couches up right and anywhere, large wall storage in the middle of a walkway, they left deep freezer and dresser in the middle of the living room. Everything was everywhere and he claims that he was going to pay for that as well. I would like for them to address every single point in my response and not skip over anything.  The I will provide additional emails and documentation if I need to. 
  
  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  10/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  9/22/22 We used this moving company to pack, move & unpack us and they stole 2 priceless diamond rings from my jewelry case.

  Customer response

  10/28/2022

  Complaint: 18156210

   

  Dear **************** Representative-

  
  I have reviewed New City Movings response to my complaint I reject it for several reasons. First, it is entirely false that the company asked for footage of the move and that I did not provide it to them. I do not have footage of the move, and they never requested any such footage from me. After they handled my move and I noticed two of my rings missing, I tried several times to contact them, and even filed a police report. They did not respond. It wasnt until I posted a negative review about what happened that they finally reached out to me. But when they did, they insisted that I take the negative reviews down or else they would not investigate the matter further. Acting in good faith, I took the negative, but truthful, reviews down. They informed me that they would conduct an investigation and let me know the results. But they never did this. Instead, they have threatened me with a defamation suit on several occasions now. Indeed, I consider their response to the BBB complaint an additional threat (The customers publishing of this false and defamatory allegation is legally actionable). New City Moving has been unwilling to work with me to resolve this matter, and their latest response to the BBB demonstrates this.

   

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

  Business response

  11/10/2022

  Although ******************** continues to materially misrepresent the matter, we will not comment further at this point as the matter has been referred to our attorneys due to Ms. ********* false claims

  Customer response

  11/16/2022

   
  Complaint: 18156210
  
  Dear Customer Relations Representative:
  This message is in regard to my complaint submitted on 10/2/2022 against New City Moving (Id. *********. 
  I have reviewed New City Movings response to my BBB complaint, their subsequent response, and their latest response.  I continue to reject their responses.  New City Moving has failed to take any steps to resolve this dispute. 
  In New City Movings latest response, they claim without stating any facts or evidence that I continue to materially misrepresent the matter and that the matter has been referred to [their] attorneys due to [my] false claims. In reply, I am attaching a copy of the text messages that I exchanged with the owner of New City Moving, which support my allegations including that New City Moving pressured me into removing my reviews on Yelp and ******* or else it would not conduct an investigation into the matter.  Further, contrary to New City Movings assertions, the text messages also demonstrate that New City Movings attorney was involved before I filed my BBB complaint.    
  I am also attaching a copy of the police report that I filed shortly after the move when I discovered that my 2 rings were missing.  My claims are not false.
  Regards,
  
  
  ***************************

• Initial Complaint

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  New City damaged our floors and walls when they packed us up in ******* on 6/24. As of 8/19 we still have $2500 escrow for floor damage repair as part of selling our condo.We got COVID during the move, and would still have been contagious during unloading. We called New City to explain this. They gave us choices: delivery over a month later, completely vacate the house, or be present but outside.Despite our condition, we vacated the house for the crew. We spoke with our "point of contact" on Tuesday 6/28, and her manager. Planned unloading **** the following day. We never received promised phone calls about coordination, and when we came by the house to check after 11, we interacted with one member of the crew (outside with masks). He said he didn't know we had COVID. We returned later (remaining in our vehicle) to check unload progress. We saw the trucks driving away. We couldn't reach our "point of contact" (who we later discovered wasn't even working that day!). We did get someone, but were treated rudely and lectured about "clear instructions" never received.They finally started unloading at 1 PM.They broke $1600 worth of furniture.Numerous emails were never returned both before and after unloading, Nobody followed up with us after unloading. The only proactive communication on unload day was to collect payment. We were able to determine around 5 PM after driving around with a 4 yo and a 2yo for 8 hours on a 95 degree day that loading would be much more than the 5-6 hours we were told, and they started 4 hours later than planned. So we were forced to get a hotel (with COVID). A hard day made much harder due to their lack of communication.I'm now engaged in the claims process and they have neglected to answer direct questions about furniture repair (our 2 yo daughter's crib broken).They have set no expectations about the process.There doesn't seem to be much motivation to resolve.Lawyers are involved now, but this is a customer service matter, not legal.

  Customer response

  10/27/2022

   
  Complaint: 17742737
  
  I am rejecting this response because:

  There is no ongoing discussion that Im aware of. Your attorney attempted to badger me into accepting a settlement and that was the end of it. The lack of transparency and clarity especially around the floor repair certainly prolonged that process but unless somebody is listening (they arent) there is nothing ongoing.

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

  Business response

  10/27/2022

  We presented an offer of settlement that is well above and beyond what is legally required. We await ************ response to our 9-25-22 email, whereby we provided information per ************ request. 

• Initial Complaint

  08/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They moved my belongings--lost two boxes and delivered five boxes of someone else's. About 40 broken items: crushed boxes marked fragile, etc. Filled their small complaint form. And sent claims manager many additional photos and descriptions. His response was that the additional items weren't listed on the claims form, which had room for appx. 10 items. I explained this, requested directions, wrote again. They're stonewalling--no response. In addition, I paid for wrapping and unwrapping furniture. Furniture was not at all unwrapped. Total bill was 11K.

  Business response

  09/07/2022

  We are attempting to assist the customer as best we can, with all areas of concern associated with this move. Our customer service and claims team have reached out with many available dates and times in advance to schedule the pick up of items that do not belong to the customer. Unfortunately, we have only received responses of declination of scheduling or have not heard back to schedule. The claims team has a process to handle damages in account with any negative experience our customers claim shared with us and our services. However, these two instance are considered/reviewed together with all move day concerns taken into account, after the items that do not belong to the customer are scheduled. We are hopeful to received a date that would work for scheduling from the customer in the near future to proceed with the remaining items. 

• Initial Complaint

  04/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired New City Moving to move apartments within ******* - generally, I had a positive experience with regards to the moving process (fees, timeliness, furniture/items handled with care). During the move, one of the movers who did not speak English asked me if I was married, that we should hang out - as I was by myself with him in a storage unit, I smiled agreeably and moved on from it. I didn't feel any need to comment further to anyone about it. Later that evening, I received a text from an unknown number saying "Hello, Who are you?" I made an assumption that somehow this person obtained my phone number - I deleted the text and moved on, thinking ignoring it was the simplest course. Later that week and again the following week, I had multiple missed calls from another number *************) - after the 5th call, I answered and a man responded 'hi how are you' in Spanish, who sounded like the mover. During this time, I'd also reached out to New City to file a claim for small damages made during the move. After sending that email, I received a text (from now a 3rd number) indicating it was ***** from New City - I responded asking if this was about the claim and no response. I asked the person I was emailing with (*************************) and was told any communication would come directly from him by email. At this point, I expressed my concern that people at New City seem to have access to my number and are contacting me repeatedly, which had left me feeling uncomfortable/unsafe. I provided this info by email with screenshots. ******* indicated that the numbers I shared don't match staff in his ****** I asked to speak with management and was connected with **** who agreed to call me. She didn't call me, I emailed asking to speak another time, and have heard nothing back.

  Business response

  05/11/2022

  Please let us review. 

  Business response

  06/08/2022

  I personally received ***** as a customer of mine that reported damages and worked with ***** to schedule out our technician who was able to repair the damages. During this time, ***** raised concern that a number had been texting her with names of staff members not associated with her move. I then tried to reassure ***** that any of the remaining communication with the company would be through me via my email address. All the information that was provided at the time, cross checking the names and phone numbers in our system did not match any crew members at that time.

   

  After receiving the below email follow up from BBB, I looked further into the matter. I was able to locate that in fact, one of our movers had that phone number associated with him and was able to isolate the incident. I immediately alerted the owner, our dispatchers (crew members direct supervisor) and our HR department. We all met to discuss the nature of the issue and took measures internally and decided to terminate the individual for the situation. As this behavior is unacceptable and not tolerated with New City Moving.

   

  Please let me know if you need any further information.

   

  Thanks,

   

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

• Initial Complaint

  04/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Not a single aspect of our interaction was handled professionally. When the job was done, the crew lead spent half an hour trying to reach someone from their office who could take our credit card and charge us. A few hours later when I got the emailed receipt, it was for several hundred dollars more than the invoice I had signed. My girlfriend said that when someone from their office finally answered the phone to collect our payment, they had told her that I purchased insurance. I had not.I contacted the company about this, but have been given the runaround ever since. My calls are getting ignored, as are my emails. Further, a few pieces of furniture (including a rather pricey Restoration Hardware bedroom set) have been damaged. They were packed and loaded by the company crew, so I place responsibility squarely with them. The problem is that we seem to be unable to file a claim since no one is returning my calls or responding to my emails.

  Business response

  04/11/2022

  The owner of New City Moving reached out to Pavel and they settled his claim and came to an agreed upon refund amount. 

  ************
  CUSTOMER SERVICE  EXT 302
  Call Toll Free **************
  *********************************** | NewCityMoving.com
  

  Customer response

  04/12/2022

   
  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

  02/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We hired New City to move our belongings out of our **************** them, and then move them into our new house in October. We paid for extra insurance. As happens, several items broke. I filed a complaint in October for the broken items, and they sent someone to review the things and to take a table for repair. It took a few weeks to get anyone to reply to the initial complaint in October, but they said an assistant had jury duty and the phones were broken. It was supposed to take ***** business days. It is now February, and they still have my table and I have heard nothing. I have sent multiple emails and called several times, no response. They still have my table and have not paid for the broken items, and have not acknowledged my attempts to reach out and get more information.

  Business response

  02/14/2022

  There are other employees in the office that I need more information form before replying to their complaint. 

*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. ↩