Complaints

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted ******************** for an out of state move. They sent Non Stop Moving to handle it. I was charged $1,000 more than they quoted when my things were picked up. I was charged for boxes, I was not told they were using them. I had extra boxes so that was unnecessary. They already had my belongings on the truck and a security deposit, so there was nothing i could do. The mover told me I'd have to call for pick up because "****** is doesn't always pickup the phone". I had to call 3 times before I received a call back to schedule my delivery. I was told my things would arrive the next week. I had to email a second time because I was never updated and I got my items 1 week later than I was told. The day before arrival I was told that I was going to have to pay $700 more for delivery because they couldn't fit a semi in the parking lot. I asked the driver why he waited until the day before to tell me the amount of the fee and he said that ****** would call me. When I got that phone call, I asked the same question. ****** began to yell that I just need to read my contract. I told him there was nothing that said they would wait until the day before to add even more charges. He said "that's just what movers do" then hung up on me. He's incredibly disrespectful, reacts inappropriately when ask questions, and lacks basic communication skills. Nonstop Moving has multiple complaints about this person and nothing was done about it. When I contacted ******************** to tell them I should have been notified before they did not have an explanation for what was going on. I told them I should have more than 24 notice that the $700 more was due. They called me back and claimed I "refused to answer my phone" and I have my phone records to prove otherwise. They don't seem to care about who they do business with.I received my items, my bed, 2 bookcases, and storage bins were broken. I was offered $75 by insurance as compensation. That amount does not cover repair costs.

  Business response

  03/06/2023

  Good Afternoon:

  We would like to extend our apologies for any inconvenience you may have incurred however we believe there has been misunderstandings regarding your move.

  To respond Delivery timing we are attaching email correspondence between ******************** and our Company. A delivery window was not provided only an estimate for loading. 

  
  Ava McFadden <******************************> Sep 1, 2022, 4:52?PM
  
  
  to me
  
  
  
  
  
  
  
  Hi,
  
  
       I would like to arrange the delivery of my belongings from storage. My address is **********************************************************************. I'm available in the afternoon any day. 
  
  
  
  
  Thank you,
  
  
  Ava McFadden 
  
  
  
  
  
  
  ***********************;<******************************************************************************> Sep 1, 2022, 4:58?PM
  
  
  to Ava
  
  
  
  
  
  
  
  Hello Ava,thank you for the delivery information. We will update your file and advise you once your items are loaded and heading your way. We should have a truck scheduled to load the beginning to middle of next week. 
  
  
  
  
  
  Ava McFadden <******************************> Sep 15, 2022, 3:07?PM
  
  
  to me
  
  
  
  
  
  
  
  Hi,
  
  
        Are there any updates on when my things will be delivered? I want to plan accordingly.
  
  
  
  
  
  
  Thanks
  
  
  
  
  
  ***********************;<******************************************************************************> Sep 15, 2022, 6:48?PM
  
  
  to Ava
  
  
  
  
  
  
  
  The trailer will be leaving either Sunday or Monday. The driver will call you the day before he is going to arrive. 
  

   

  To address Shuttle fees we are attaching page named "Possible Additional Charges at delivery" The first line to this form asks customer if there is access to a trailer. customer did not respond but initialed that line. That form also advices customer of a shuttle fee in case a trailer cannot access the property.

   

  In response to the additional $1000.00 charged . Please refer to Page named "Estimate" where a quote is given based on a volume of 395 Cubic Feet (39 items )

  The actual volume picked up was 564 Cubic Feet with a total of 73 items .

   

  Regarding Settlement for damages, unfortunately our  ******************* covers $0.60 cents per pound per items which is a coverage free of charged and enforced by Law. Every Long distance Moving Company in the country provides only a ******************* free of charge.  

   

  Respectfully 

  Non-Stop Moving Inc. 

   

   

  Customer response

  03/06/2023

   
  Complaint: 19517690
  
  I am rejecting this response because: 

   

  As I stated before, I was told the day before delivery about the charge. That conversation was over the phone, not by email. This isn't a misunderstanding about the delivery time, but the lack of communication, the disrespectful way I was spoken to, and the fees that were added on. I was put in the position to either pay or lose my things.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired a moving company called 3 Brothers Moving and apparently they subcontracted the job to Non-stop Moving and Storage here in the ******* area. I was quoted and signed for one price after they reviewed everything we wanted to move and then had to leave for work. My 81 year old husband, who is unaware of the circumstances was asked to "sign here" on the dotted line, he thought to acknowledge they had loaded everything. But they had ripped up the quote I agreed to and created a new one adding on $****. I was furious! My husband and I then flew to the new residence (**** miles away in *****) to be there when they arrived, but the furniture did not came! We were told it would be delivered on Wednesday afternoon or Thursday morning. We were planning to fly home on Sunday, but on Saturday, since it still wasn't there, we had to pay additional fees to change our air flights and the extension of rental car. When the mover finally arrived on Sunday night at 6:30pm, he would not take a credit card or check!! He held our furniture hostage until we came up with the cash to pay him. He threatened to take it back to Chicagoland and I would have to pay double to have it shipped back and pay for storage as well!! This was a ridiculous expectation on a Sunday night! Especially since they had accepted a check and credit card for the first 2 payments! We finally agreed to ***** him the money and he began unloading the truck at 7:15pm. There were 4 items damaged and 1 item missing from the delivery. The mover named "***" acknowledged the damaged items, but said to call the company, said he had nothing to do with it. I have called the company numerous times, but never get a response or an answer. I tried calling *** and he hung up on me. The damaged items (4ft wine rack, end table, custom made coffee table and lamp shade) and missing bed frame equate to appx $1,200 (although the coffee table is irreplaceable) in total I am out $2,600! Any help would be appreciated! Thank you!

• Initial Complaint

  10/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/12/22 I contacted Vanlines for a moving service and listed all my furniture and was quoted about $3300 for my move. I went ahead and setup my move for a pick up date of 10/6/22 and because of issues with the company they contracted Nonstop movers I was not picked up until 10/7/22. When the contracted company Nonstop movers finally came, they told me I have double the furniture then what I quoted and it would cost over $6,600 to move my stuff. I was held hostage with my belongings having to scramble and the movers only ended up taking up half my furniture to keep the promised quote of *****. After it was said and done I still had half my furniture with only 12 hours to vacate my apartment so I had to pay a junk company $600 to junk my furniture and lost on over $3000 worth of furniture that I at least could have sold had they come on the promised time of 10/6/22 in the morning. My main grievance is I was completely misquoted and my furniture was taken hostage so I had no choice but to at least salvage some of the furniture since I already put down a deposit on it. This is a completely dishonest company and they do not run a good business neither do they contract with trusted companies.

  Business response

  04/05/2023

  Please see Email correspondence with Mr. ********* we addressed the customer complaints but unfortunately he does not accept our responses.

  The Credit Card dispute made by the customer was resolved on our Favor. 

   

   Respectfully 

  Natalli **********;

   

   

  Good Afternoon: Mr.  ********:
  
  
  We have received a dispute for $1377.72 from the credit card payment you made on October 08, 2022.
  
  
  We would like to understand the reason for the dispute and help solve this issue.
  
  
  Thank you 
  Respectfully
  
  
  ******************;
  Non-Stop Moving ****
  
  
  
  
  
  
  *****************;<*************************> Tue, Oct 18, 2022, 12:27?PM
  
  
  to me
  
  
  
  
  
  
  
  On 8/12/22 I contacted Vanlines for a moving service and listed all my furniture and was quoted about $**** for my move. I went ahead and setup my move for a pick up date of 10/6/22 and because of issues with the company they contracted Nonstop movers I was not picked up until 10/7/22. When the contracted company Nonstop movers finally came, they told me I have double the furniture then what I quoted and it would cost over $6,600 to move my stuff. I was held hostage with my belongings having to scramble and the movers only ended up taking up half my furniture to keep the promised quote of *****. After it was said and done I still had half my furniture with only 12 hours to vacate my apartment so I had to pay a junk company $600 to junk my furniture and lost on over $3000 worth of furniture that I at least could have sold had they come on the promised time of 10/6/22 in the morning. My main grievance is I was completely misquoted and my furniture was taken hostage so I had no choice but to at least salvage some of the furniture since I already put down a deposit on it. If you all would have came on 10/6 as originally promised I wouldve also at least had time to also sell some of my furniture instead I lost so much money because of the misinformation. You also broke my 50 inch tv that was already in my apartment by putting heavy things on it and my dining table that you moved is all scratched up.
  
  Sent from my iPhone
  
  On Oct 18, 2022, at 11:53 AM, ****************** <*************************************************************> wrote:
  
  
  
  
  
  ******************;<*************************************************************> Tue, Oct 18, 2022, 2:24?PM
  
  
  to ***
  
  
  
  
  
  
  
  Good Afternoon Mr. ********:
  
  
  Please see attached Binding Estimate we received from ************. 
  
  
  The dates for pick up are 10/06 - 10/07 ,I have highlighted Carrier notes that show you prefer 10/07 .
  
  
  Your items were picked up on 10/07 and were not held hostage. Your items were delivered on 10/13 
  
  
  Non-Stop Moving **** provided the moving services and transported your items, We did not provide a quote or made any promise regarding pick up dates.
  
  
  You were provided a revision because you had more items than your Binding Estimate shows and were given the option to go with the revision or to go with the estimate.
  
  
  You chose to go with the estimate and signed documents when your items were picked up .
  
  
  Non-Stop Moving **** Provided the service you have paid for, we are really sorry to hear you have not been able to move your furniture and ended up junking it but that issue is totally isolated from our company since we picked up your items the days assigned by Vanlines.  
  
  
  
  Regarding your claims for damage items, We ask that you contact the claim processing center  by calling the following number: ************** or visit the website www.movingclaims.net to file your claim. 
  Please have your shipping documents ready at the time of the call as some of the information will be required to complete recording of your claim.  
  Respectfully 
  ******************
  Non Stop Moving INC
  
  *************************************************************
  
  
  
  
  
  
  
  
  
  
  CARRIER NOTES:
  Once the pickup is completed the driver MUST text the pictures of all the paperwork to ************.
  shipper would prefer 10/7 in the am
  
  
  BINDING MOVING ESTIMATE Job No: VL7725585 
  ************
  **************************************
  **************** ** 33312
  ** DOT: 3551592   MC: 01189620
  Customer Rep: *************************
  Reservations Department: ************  Ext. 701
  Customer Service: ************
  Direct: ************
  Email: *********************************************
  Web: ***********************
  MOVING FROM MOVING TO
  Ali Abutaleb 
  **********************************************************;
  , Apt.: 301
  ************ ** 43081 
  Phone: ************
  
  ************************* Ali ********
  *************************************;
  , Apt. #: 200
  ******, ** 66062
  
  
  RELOCATION DETAILS
  Job No: VL7725585 
  Estimate Date: 10/04/2022 
  Representative: *************************;
  Move Type: Residential Long Distance, 693 miles 
  Estimated Volume: 496 cf. (**** lbs)
  Minimum charge 395 Cu Ft
  Estimated Rate: $4.65 per cf
  Move Day: Thursday/Friday 
  Move Date: 10/06/2022-10/07/2022 
  Created on: 08/12/2022  RELOCATION ESTIMATE 
  Cost of Transportation:  $2306.40
  Fuel Surcharge 14.00 %  $322.90
  STAIRS   $75.00
  Coupon Discount: **** % - $189.30
  Senior Citizen: **** % - $64.38
  Origin & Destination   $800.00
  Basic Valuation Protection:
  $**** per lbs. per article
  $0.00
  TOTAL MOVING ESTIMATE:  $3250.62
  CUSTOMER PAYMENT:   $1229.79
  ARTICLE LIST 15 Items, 34 Pieces
  Qty Items CuFt
  1 BED, HEADBOARD 5
  1 BED, KING ******** BOX, SMALL PBO 12X12X18 20
  4 CHAIR, KITCHEN 20
  1 COFFEE 10 Qty Items CuFt
  4 COMPUTER DESK 66
  1 DESK CHAIR, SMALL 5
  2 DRESSER, SINGLE 50
  1 ELLIPTICAL 15
  2 NIGHT STAND 20 Qty Items CuFt
  2 SOFA, 3 SEAT/BED 170
  1 T.V. ***** 10
  1 T.V. STAND (SMALL) 10
  2 TABLE, END 10
  1 TABLE, KITCHEN (SM.) 10
  FULL VALUE PROTECTION AMOUNT OF LIABILITY: $20,832.00 (Optional)
  Deductible Levels: $0 $250 $500 $750 $1000 $1500
  Valuation Charge: $562.41 $541.58 $520.75 $499.92 $479.09 $458.26
  Total Estimate Plus
  Valuation Charge: $3813.03 $3792.20 $3771.37 $3750.54 $3729.71 $3708.88
  Customer's Initials: x_________ x_________ x_________ x_________ x_________ x_________
  WARNING: If a moving company loses or damages your goods, there are 2 different standards for the companys liability based on the types of rates you pay. BY FEDERAL LAW, THIS FORM MUST CONTAIN A FILLED-IN ESTIMATE OF THE COST OF A MOVE FOR WHICH THE MOVING COMPANY IS LIABLE FOR THE FULL (REPLACEMENT) VALUE OF YOUR GOODS in the event of loss of, or damage to, the goods. This form may also contain an estimate of the cost of a move in which the moving company is liable for FAR LESS than the replacement value of your goods, typically at a lower cost to you. You will select the liability level later, on the bill of lading (contract) for your move. Before selecting a liability level, please read "Your Rights and Responsibilities When You Move" booklet, "Ready to Move?" brochure provided by the moving company, and seek further information at the government website Protect Your Move and Tips for a Successful Move.
  UNDERSTANDING YOUR ESTIMATE
  This is an agreement between the customer listed above and ************. This estimate is based on the information that was provided by the customer at the time of booking. ************.'s binding estimate is determined by the customers provided inventory and the services requested. This price may change based on the agreed-upon rate per pound and/or cubic feet. If additional items are added to this estimate, or the customer should require additional services, the price will be adjusted accordingly.
  All services provided by *************. are broken down into 3 payments. After the customer's initial deposit is paid, the customer will pay 50% of the estimated balance at the time of pick-up, followed by the remaining estimated balance that is payable before off-loading at the time of delivery. 
  WARNING: If a moving company loses or damages your goods, there are 2 different standards for the companys liability based on the types of rates you pay. BY FEDERAL LAW, THIS FORM MUST CONTAIN A FILLED-IN ESTIMATE OF THE COST OF A MOVE FOR WHICH THE MOVING COMPANY IS LIABLE FOR THE FULL (REPLACEMENT) VALUE OF YOUR GOODS in the event of loss of, or damage to, the goods. This form may also contain an estimate of the cost of a move in which the moving company is liable for FAR LESS than the replacement value of your goods, typically at a lower cost to you. You will select the liability level later, on the bill of lading (contract) for your move. Before selecting a liability level, please read Your Rights and Responsibilities When You Move, and Ready to Move Brochure provided by the moving company, and seek further information at the government website www.protectyourmove.gov  
  This Moving Estimate Includes The Following Services:
  A personal moving coordinator to provide you with expert advice and guidance from start to finish
  All taxes, tolls, fuel, fuel surcharges
  All furniture to be blanket wrapped
  Warning: We will not disassemble and reassemble the following items, bunk beds, cribs, swing sets, trampolines, and anything that is not standard furniture. We will not reassemble any furniture that is disassembled before our truck arrives
  Itemized inventory indicating condition at origin
  Up to 75 feet long carry at origin and destination
  Up to 10 stair steps at origin and destination
  Packing and unpacking if indicated on your estimate
  Standard cargo protection up to $10,000 based on **** cents per lb. per article; if selected at the time the estimate is prepared, estimated cost of the full value protection option at varying deductible levels. (This is an estimate. The actual cost is determined by your selection on the *************************** of lading, as per the carrier's tariff).
  30 days of free storage, upon request. This includes FREE re-delivery!
  No elevator charges.
  No charge for packing tape and moving pads.
  No date change penalties if the request is made 5 business days before your original scheduled pick-up date.
  Household *************** ***** miles: 1-7 Business Days; 501-1000 miles: **** Business Days, 1001-1500 miles: **** Business Days; 1501-2000 miles: **** Business Days; ****+ miles: **** Business Days. We assure you that we are complying with the federal mandates of "reasonable dispatch" (as defined in 49 C.F.R. Sections ******* and *******) at these times. 
  If necessary for your move, additional services and fees may be applied for:
  The packing of delicate items (televisions, mattress covers, glass tops, or delicate items, etc.)
  Any additional packing or special crating (if not already listed in estimate)
  The loading of any bulky items (kayak/canoe, motorcycle, piano, large safe)
  Full packing services are available if needed. If a full pack is purchased, ************. will coordinate all labor and materials needed to professionally pack all household items listed. This includes all boxes, furniture packing, and delicate/fragile items. If additional household items are added at the time of pick up, then the total price for full-service packing will be increased and adjusted by the guaranteed rate provided. The customer will receive an updated written agreement at the time of pick up.
  Shuttle services can be provided if necessary. If circumstances prohibit a semi-trailer to get close to the property for loading or unloading, a shuttle truck may be needed to complete the service. This can be arranged for a minimum charge of $400.00 up to 300 cubic feet, there is an additional charge of $1 for any additional cubic feet exceeding 300 cubic feet.
  If there is more than one flight of stairs (up to 10 consecutive steps), a fee of $75.00/flight may be added.
  Long carry (first 75 ft free). Anything after 75 feet will be re-adjusted by the ******* at $1.25/Foot.
  ************* strives to provide a seamless and simplified process. If this estimate is changed at the time of pick-up due to additional inventory, volume/weight changes, or modifications, please complete the following:   
  Call our customer service line (1-************) for assistance with the input of additional items, or the new revision. 
  Be sure the carrier provides you with paperwork and an itemized inventory.  
  If packing services are included in the estimate, please have the value of each item clearly written on the estimate.  
  Before signing any revised paperwork, please review it in its entirety. If you are not satisfied or have any questions regarding our services, please contact our customer service department immediately. 
  
   Cancellation and Refund Policy: By signing/electronically signing this document I authorize ************ to accept bank wire or charge my credit card for the amount listed above for the deposit of my move. I agree to pay the total charges for moving coordinator services to be provided by ************ I understand that my deposit/fee represents only a portion of my total estimated service charges, for scheduling and routing purposes. 55% of my deposit/fee is refundable within 72 hours after the initial reservation is made. I forfeit my payment if I cancel after 72 hours. I must notify the Company at ************ (Mon-Fri 9 AM - 7 PM and Sat 10 AM - 5 PM) of my intent to cancel the estimate. Cancellations will not be honored by voicemail or email.
  Customers have the right to change their dates for pickup at any time without penalty but after changing the date they will forfeit 100% of their deposit. Customers may place their move on hold for up to one year. By placing the move on hold 100% of their deposit will be forfeited.
        By placing a deposit with ************* , I am agreeing to the Terms & Conditions stated above by approving this Estimate Cost for Service and received the link to Ready to Move & Rights and Responsibility via my electronic signature.
  
  Thank you for choosing ************.! 
  Click on ONLINE ELECTRONIC SIGNATURE to confirm your move online.
  
  ************
  ******************************************************************************** 33312
  ************
  CREDIT CARD AUTHORIZATION / DEPOSIT SLIP
  Job Number: 7725585
  Name of Cardholder: Ali ********
  Credit Card Number: xxxx-xxxx-xxxx-4354
  Expiration Date: 8 /2024
  Billing Address: *************************************************************************: ***********  , ** 43081
  Amount of Charge: $1229.79
  
  Cancellation and Refund Policy: By signing/electronically signing this document I, Ali Abutaleb , hereby authorize ************ to charge the card listed above for the amount listed above for the deposit of my move. I agree to pay the total charges for moving coordinator services to be provided by ************ I understand that my deposit/fee represents only a portion of my total estimated service charges, for scheduling and routing purposes. My deposit/fee is refundable within 72 hours after the initial reservation is made. I agree to pay a 45% processing fee for any cancellation. In order to be eligible for a refund, I must notify the Company at: ************ ext 701 of my intent to cancel the estimate, change my pick-up date, or place the move on hold, at least 5 business days (Saturday, Sundays and Holidays not included) prior to the first estimated pack or load date listed above (whichever applies).
  E-SIGN THIS DOCUMENT
  
  If you no longer wish to receive emails from ************* please click on remove me
  
  
  
  
  
  
  
  One attachment Scanned by Gmail
  
  
  
  
  
  
  
  
  
  *****************;<*************************> Tue, Oct 18, 2022, 2:35?PM
  
  
  to me
  
  
  
  
  
  
  
  
  
  My estimate went from **** to over **** which is completely unacceptable. You guys are crooks. When I say it was held hostage I am speaking of you guys coming out and I had no choice but to salvage some of my furniture because I had to Move out of the apartment. But in the end I took a huge loss more than I am disputing. I would like a full refund!
  
  Sent from my iPhone
  
  
  One attachment Scanned by Gmail
  
  
  
  From: ********;Abutaleb <*************************>
  Sent: Tuesday, October 18, 2022 2:35:23 PM
  To: ****************** <*************************************************************>
  Subject: Re: Payment Dispute
  
  
  2 Attachments Scanned by Gmail
  
  
  
  
  
  
  
  
  
  
  
  ******************;<*************************************************************> Tue, Oct 18, 2022, 4:19?PM
  
  
  to ***
  
  
  
  
  
  
  
  Hello Mr. ********:
  
  
  You had mentioned in your first email the issue was pick up dates and we have presented proof your items were picked up on the day Vanlines indicated as your preferred day.
  
  
  The quote you received from Vanlines contains 34 pieces:(Please see below)
  
  
  
  We picked up 47 pieces. Please see the inventory page attached. 
  
  
  The service you chose to receive and signed for was provided in full as per your contract states. 
  
  
  Respectfully
  ******************;
  
  
  
  
  
  
  
  

   

   

   

  *****************;<*************************> Tue, Oct 18, 2022, 4:44?PM
  
  
  to me
  
  
  
  
  
  
  
  You guys are crooks I will make sure to dispute since you will not provide me a full refund for everything I lost.
  
  Sent from my iPhone
  
  On Oct 18, 2022, at 4:19 PM, ****************** <*************************************************************> wrote:
  e...

  Customer response

  04/07/2023

   
  Complaint: 18228566
  
  I am rejecting this response because:

  As stated before you are a shoddy business that scammed me.

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

  Business response

  04/21/2023

  We are sorry to learn the customer feels scammed when all the information was provided to him and he signed all moving documents, informing  additional charges, pick up and delivery windows. Non-Stop Moving *** did not provide the customer a quote or made any promises prior to his move. He requested  the 7th for pick up date and that was the day he was picked up. The customer had more items than he provided in his quote and we are not able to move additional items for free. every customer pays more for additional items.

  Please see attached moving contract. 

   

  Customer response

  04/21/2023

   
  Complaint: 18228566
  
  I am rejecting this response because:
  
  As I stated this company is a scam.

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

• Initial Complaint

  09/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I recently moved from ******** to ****** and hired a moving company to safely transport my items. I paid nearly $4,000 for this move only to have my items delivered to me completely destroyed. They were water damaged, molded, rusted, smashed, and more. It's honestly horrifying every time I have to relive it or think about it. Furthermore, the boxes that I used to pack my items were so destroyed that the movers had to REPACK my stuff. The entire time, I was not given any sort of heads up so I learned that all of my items were destroyed as they were unloaded from the truck. Not only did I pay thousands of dollars to have my items transported across the country, I then had to pay thousands more to replace everything. I was left with literally nothing. This ordeal has devastated me financially and emotionally. I'm hoping that you can help me receive a settlement that will help me to get back on my feet. I am hoping for at least a partial refund and coverage for the items that were completely destroyed. I was left with items that were covered in mold and mildew and was concerned for my health and safety. This company treated my items with complete disregard and that is not okay. I paid for a service and they did not deliver.

  Business response

  04/11/2023

  Good Morning This email is in regards to Complaint  18019640
  
  The Customer filed a claim with our Claims Department  and received a Settlement Letter , please see attached. 
  
  Respectfully
  ******************;

• Initial Complaint

  09/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired Sunflower est provided ***** - USA Moving Solutions <*********************************************>Date: August 8, 2022 at 5:19:27 PM EDT Subject: Your Moving Estimate ******* Reply-To: ***** - USA Moving Solutions <********************************************* Binding Moving EstimateReference No: U******* USA Moving Solutions *********************************************************** DOT: ******* MC: ******* ************************* Ext. 109 Direct:************ Fax:************ Email:********************************************* Web:https://usa-movingsolutions.com/Moving FromMoving To ******************************************** Phone: ********** ********************* *********************** ***************** Relocation Details Job No:U******* Estimate Date:08/08/2022 Representative:***** Move Type: ResidentialLong Distance, 513 miles ********* Volume:506 cf. (**** lbs) ********* Rate:$4.00 per cf Move Day: Friday/Saturday Requested Move Date: 08/19/2022-08/20/2022 Reference By:EquateMedia-Premium Created On:08/08/2022 Relocation Estimate Total Moving Estimate $2966.88 This was the estimate provided, I had to make a deposit payment and pay half of the remaining at pickup in cash. The balance due was to be $1100 at delivery. I was told it would arrive in Bristol the 19th when booked! After not hearing anything I contacted Sunflower From: *********************** Sent: Monday, August 22, 2022 3:02 PM To: Client Support The truck will be loaded on Wednesday and delivery should be between Thursday and Friday of this week Finally was delivered 8-31-2022 and was presented with a bill for $2710.00 not $1100.00 and was told would not be unloaded until payed. I was told that it equaled 15 ft of trailer in original est. I have included pictures of truck after unloaded and there is no way it was wall to ceiling tight only 13 ft used! I have included final invoice

  Business response

  04/25/2023

  Response to Claim 17809280

  
  

  Good Afternoon:

  
  

  The customer is requesting a refund and has submitted pictures however is not stating an issue in particular.

  
  

  We need the customer to specify what was the issue with his moving services as well as what is the customer requesting to be refunded.

  
  

  Respectfully

  Non-Stop Moving INC
  

• Initial Complaint

  04/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We contracted Non-Stop Moving, *** to move my recently deceased mothers belongings from **** to my home in ***********, **. They picked up the items on 2/10/22 and delivered them to us on 2/28/22.Communication was not great from the beginning. We didn't know when they were going to deliver until 20 minutes before they got there. I was working so my husband dealt with them alone. It was dark and he was not able to review the items as they were unloading. The itemized list was not legible. It appeared from a reasonableness check that we had all items. The next day when we inspected closer we found that we were missing some items and had received a box belonging to someone else. We have been calling, leaving messages and emails. At one point my husband was able to reach ***************************** on his cell phone number. He gave several stories. One that the truck was still in CA and they would bring our items the next day, then the truck was broke down in ****** etc...We have sent a formal complaint via a third party but have not had any success in retrieving the missing items. Additionally they do not seem to care that we have someone else's belongings.

  Business response

  04/12/2023

  Good Morning This email is in regards to Complaint  17094529
  
  The Customer filed a claim with our Claims Department  and received a Settlement Letter , please see attached. 
  
  Respectfully
  ******************;

  Customer response

  04/13/2023

   
  Complaint: 17094529
  
  I am rejecting this response because:  I spent weeks trying to contact the business I had someone elses belongings in my garage for months they didnt want to even try to assist in finding the owner or finding my deceased mothers belongings.  The settlement amount was an insult for the items they negligently lost.
  
  Sincerely,

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

  Business response

  04/20/2023

  Good Afternoon:

  We regret that the customer feels our company had no intention to find the missing items or to pick up the box delivered by mistake. However finding a missing item can take time and also arranging to pick up any items from customers since we are not based in **************** where the items were delivered. Our Moving claims department can only provide a settlement based on the ******************* we provide fee of Charge. $0.60 Cents per pound per article. I am attaching moving documents please refer to page #3Customer signed and agreed with the coverage we provide.

   

  Customer response

  04/20/2023

   
  Complaint: 17094529
  
  I am rejecting this response because:

  we contacted the driver the next day and they indicated they were still in the area and would bring our items that day.  
  Additionally they could have provided us some method of returning the item delivered to us in error to their rightful owner.  We ultimately ended up disposing of them.  I dont understand why tracking numbers are not used on the boxes to easily identify the customer.  Its not rocket science.  How are my mothers belongings *********** and they have no idea where they went.

  unacceptable business practices.

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

• Initial Complaint

  01/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I wanted to raise a very serious complaint about my move with Non-Stop Moving on 11/23. I had movers from this company come to my apartment (past the said time of arrival), and take a suitcase that was not part of the inventory. It didn't have a sticker on it like all of the other things. I realized the next morning that my suitcase was gone. I called the company, and they connected me with the driver who said he didn't take it. About an hour later, the company (******) called me back saying they have it, and I would have to go to Toledo to pick it up. I spent $160 to go to Toledo from Columbus. I reached there, and one of the movers came out with my suitcase. I opened the suitcase in front of him, and saw that the school bag (with all my important documents, wallet, power bank) was missing, and contents of the bag was thrown in the suitcase. All the contents of my wallet were emptied out, and my money ($695 + Rs. 520) was gone. Someone had gone through my entire bag, stole the money and power bank, and threw the schoolbag out. When I confronted the man (*****************************), he said they weren't at the warehouse, and they'd have to check the cameras. I let him know that I will wait till they check the cameras, and I'd like to speak to their supervisor. He went and came back, and asked me how much was missing. He went back in, and came out with another person (***************************), and he had brought out some money claiming that they'd return the money from their pockets. It wasn't the whole amount, so he went back in, and came back with some more money. It still wasn't the whole thing, so they came out the third time with the rest of the money (except $5), and admitted to stealing and going through my suitcase. They admitted to throwing the schoolbag at some gas station. A third person came out, and admitted that these people have done this before.The company has promised me $500 as a settlement on 12/10 but I'm yet to receive the money.

  Business response

  04/24/2023

  Customer *********************** received a settlement for $500.00 , Please see attached settlement letter signed by customer and copy of checked cashed by the customer on 01/26/2022
  
  Respectfully
  ******************
  Non-Stop Moving Inc.
  

  
  

  Customer response

  04/25/2023

   
  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.However, I would like to note that it took them months to acknowledge the wrongdoing and provide me a settlement. They didn't cover the cost of my move and just sent me a check of $500. Nothing has happened to the accused either of stealing my money.
  
  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. ↩