Complaints

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

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  Moving Proz, LLC

  12022 Blue Valley Pkwy # 526 Overland Park, KS 66213-2647

  
• 

  Moving Proz, LLC

  1702 E 123rd Terrace Olathe, KS 66061

  

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:01/03/2025

  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.

  Moving Proz used our credit card without our permission to process an unauthorized and unearned charge after we paid the valid bill in full, and then refused to return the money. We were temporarily moving out of our house for a remodel. We kept several items in the basement and didn’t move other items because they were being discarded. In other words, this wasn’t a whole house move. And we were also only moving about a mile away. After explaining this to Moving Proz who did a virtual tour, we were surprised when they recommended using two large trucks and four movers, but they assured us it would result in a lower overall charge because the movers wouldn’t need to spend as much time packing the truck. Trusting they were being honest, we agreed to these terms. However, without our permission, they showed up with five movers. They likely did this because other jobs likely cancelled due to forecasted rain, meaning they needed work for their employees. It did rain that day, but not enough to justify the crew’s 90-minute break, which they also charged us for. We didn’t complain when they presented us with the bill right after the move because the total was close to the estimate. So, we approved the payment using our credit card and thought the transaction was complete. However, about 12 hours later (in the middle of the night), they charged an extra $409.50 to our credit card without our consent. When we asked about this unauthorized charge, they said it was for the fifth crew member. We believe they waited to charge us for the fifth crew member because they knew we would object to the additional charge in person. Instead, they went behind our back in a sneaky and dishonest manner.

  

  Business Response

  Date: 01/08/2025

  Thank you for sharing your feedback, ****. We take all customer concerns seriously and appreciate the opportunity to address them.

  On 7/1/2024, we performed your move as scheduled. Based on the details of your move, an additional crew member was sent to ensure the job could be completed as efficiently as possible. With five crew members, the move was completed in 6 hours and 30 minutes, even though the original estimate for a four-person crew was 7 hours. This adjustment helped minimize the overall time and effort required for your move.

  The initial payment collected on the day of the move was based on the agreed hourly rate for a 4-man crew ($280/hour or $70/hour per crew member). However, upon reviewing the invoice over the following two business days, it became clear that the charge for the additional crew member had not been included. Per the signed agreement, Moving Proz updated the bill to reflect the accurate labor costs for the services provided.

  We made multiple attempts to reach you to discuss the remaining balance before processing the charge on 7/3/2024, using the card on file. This practice aligns with the terms of your agreement, which includes consent for the card on file to be used for billing purposes. As detailed in the contract, you agreed to pay per mover, per hour, and to cover the cost of additional movers if provided.

  We understand your frustration regarding the additional charge, and we apologize for any miscommunication that may have occurred. However, the charge accurately reflects the services rendered, and no unauthorized updates were made to the card on file. Moving Proz provided all contracted services, and the additional charge corresponds to the man-hours utilized during your move.

  If you’d like to discuss this matter further, our team would be happy to work with you directly to clarify any remaining concerns. We value your feedback and hope to resolve this matter amicably.

  Sincerely,

  Moving Proz Team

  

  Business Response

  Date: 02/05/2025

  Hi ****,
  
  Thank you for your response and for giving us the opportunity to clarify the situation.
  
  After thoroughly reviewing your case, we want to reaffirm that the charges in question were valid and aligned with the signed estimate and agreed-upon contract. Transparency is a core value at Moving Proz, and we ensure that all pricing details are clearly communicated before services are rendered.
  
  We understand that you remain dissatisfied, and we sincerely regret that we could not come to a resolution that meets your expectations. While we always strive to find common ground, we must also uphold our policies and agreements to ensure fairness to all customers
  
  We appreciate your feedback and will continue to refine our processes to provide the best possible experience for all our customers.
  
  Sincerely,
  Moving Proz
  

  Customer Answer

  Date: 02/10/2025

  
  Complaint: ********
  
  I am rejecting this response because: Moving Proz has refused to return the funds they received after improperly charging my credit card. They claim to be transparent and fair in their pricing, yet they arbitrarily added an unnecessary fifth mover without consulting us and, after charging us a reasonable price at the completion of the move, added a second unauthorized charge to my credit card in the middle of the night. Nothing about that is transparent or fair. Based on their response, I don't think Moving Proz is willing to do what it will take to resolve this complaint. What is the next step in the Better Business Bureau claim process?
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:01/02/2025

  Type:Delivery 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 was contacted by moving proz on 11/18/2024 regarding booking a load only move. I had my own moving supplies and moving truck. I felt pressured by the representative to accept the estimate and reserve, as he stated that dates were booking up quickly. Less than 24 hours after paying my $50 deposit and booking the move I decided to cancel. The cancellation was also done 2 days prior to the move as the move was scheduled for 11/21/2024 and I cancelled on 11/19/2024. Moving proz proceeded to charge my card for the $50 deposit plus $515.00 stating that the additional fee was for the driving distance to my home, even though they never came to my home and I received no services from them. I disputed the charges with my credit card which are under review. I feel that this company has predatory business practices as they charged my card without my authorization for services that were not received.

  

  Business Response

  Date: 01/08/2025

  Thank you for sharing your feedback, *******. We genuinely appreciate the opportunity to address your concerns, as transparency and customer satisfaction are extremely important to us.

  When you booked your move on 11/18/2024, you agreed to the terms and conditions outlined in our estimate. These terms included the following clause:

  "I understand that by accepting this estimate, I am entering into a contract with Moving Proz LLC to perform the work described in the estimate. This includes authorizing Moving Proz LLC to process cancellation fees to the card on file if incurred."

  By signing and completing the booking process, you entered into a binding agreement and authorized the application of any applicable fees, including the $515.47 cancellation fee. This fee, which represents 35% of your estimate, is a standard industry practice and is in place to cover the administrative efforts and scheduling commitments made on your behalf.

  We understand that unforeseen circumstances can arise, and we’re sorry to hear that you felt pressured during the process. We strive to make our terms as clear and transparent as possible, and we’re always happy to answer questions or address concerns before a booking is finalized.

  Our team will be reaching out to you directly to discuss this further and explore how we can work together moving forward. We value your feedback and the opportunity to assist in resolving this matter.

  Thank you for bringing this to our attention, and we look forward to working toward a resolution.

  Sincerely,

  Moving Proz

  Customer Answer

  Date: 01/08/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  I was never provided information regarding terms of an agreement. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 01/15/2025

  Dear Better Business Bureau,

  Thank you for providing us with the opportunity to respond to ******* ******'s complaint.

  We want to address *** ******** concerns regarding the charges for her canceled move. As part of our booking process, every customer is provided with an estimate and terms, which include our cancellation policy. *** ****** signed and agreed to these terms upon reserving her move. The policy clearly states that a cancellation fee applies when a reservation is canceled within a specified time frame prior to the scheduled move date. This fee is necessary to cover expenses associated with reserving resources and crew for her booking.

  To clarify, we have attached a copy of the signed estimate for your review, which outlines the cancellation policy *** ****** agreed to at the time of booking.
  
  While we stand by our policy, we are still willing to work with *** ****** to resolve this issue amicably. We encourage her to contact us directly to discuss a potential resolution.
  
  We value all feedback, as it helps us continually improve our services and communication with customers.

• Initial Complaint

  Date:11/12/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  Moving Proz moved my household belongings on Oct. 22 from Blue Springs to Smithville MO. They provided a low, mid and high estimate based on video walk through of my house. They managed to prolong the move so the top estimate was charged. When I paid the price, I was then asked how much of a tip I wanted to add. I said I had just used the balance of available funds by paying the top price, but that was not acceptable to them and was bullied to pay at least $20 per man for more. I could only afford $35 total since I am a widow on a fixed income. I feared physical harm when the workers learned of the small tip; I was afraid to go into the garage where they shouted their displeasure for 10 minutes. The leader wanted me to contact my daughter for the tip because she had generously provided lunch for the crew. After they left, the crew leader sent me two texts with his personal ***** code so I could send a bigger tip directly to him. Later, I discovered a bag of gifts I had personally brought from my home missing from the garage. A Patrick Mahomes jersey is also missing from my closet, where they emptied the wardrobe boxes. The workers were respectful at the beginning of the day but the last 90 minutes they used offensive swear words and seemed like they were under the influence of something. Normal moving things occurred, like broken dishes and scratched furniture, but they also pulled out the step from my garage into the house with a cart and did not attempt to fix it. I have almost fallen twice because it is unstable. The company said they are dealing with the behavior issues with retraining but that doesn't replace the bag of gifts, valued at $120 or the jersey, valued at $90. I would like to be compensated for the stolen items and a written apology from the crew leader. The rep tried to say they hadn't received the certified check provided at the end of the move but later said they had it. I received email confirmations of both my payments.

  Customer Answer

  Date: 11/25/2024

  I did hear back from Moving Proz who has agreed to pay me $230 if I took down my review on ****** or gave them a five-star rating. I took down the review.  I am waiting for a check to arrive. I was concerned that they could access the debit card I used to pay the balance of the bill—I had used the card in person. Thankfully, I had that card replaced with a new one. ***** ***********
  

• Initial Complaint

  Date:10/04/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  They gave me an estimate of $900 from me telling them my list and sending them pictures. The crew disappeared for an hour and then just took their time. My final bill was $1919 plus a deposit. They didn't even show me my bill. They just charged my card with no warning. I did not have the extra money in my budget. I am a single teacher.

  

  Business Response

  Date: 10/14/2024

  ****** ******* booked services with Moving Proz, the services were provided in full, without issue.  It took 4 men 6.15 hours to complete the work that ****** asked them to complete and her billing was based on a per hour/per man basis.  I have attached the signed estimate, signed contract, final invoice and a description of services.  We have made a goodwill gesture and offered $105.00 off the top of valid labor charges in an effort to work with ******.  Details follow in PDF attachment.  As of this writing ****** has verbally accepted our offer but has not returned the signed paperwork, and has let our team know she will not move forward with the credit offered.  

  

  Business Response

  Date: 10/14/2024

  Attached is the final invoice, signed estimate and signed contract.

  Customer Answer

  Date: 10/15/2024

  
  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

  Date:08/15/2024

  Type:Delivery 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.

  See supporting document for detailed explanation/reviews I left for the business.

  

  Business Response

  Date: 08/27/2024

  We take all concerns seriously, and we truly appreciate you bringing this matter to our attention. After receiving ******** complaint, we immediately initiated a thorough internal review to understand the full scope of the issue. Our goal was to ensure that we approached the situation with all the necessary information, which is why there was a slight delay in our response. This careful investigation allowed us to address the root cause effectively. We have since been in direct contact with ******, and after discussing her concerns in detail, we have reached a mutually satisfactory resolution. We’re pleased to confirm that ****** is happy with the outcome, and we’ve taken steps to prevent similar issues from arising in the future. At Moving Proz, we strive for excellence in every aspect of our service, and feedback like this helps us improve. If there’s anything else we can assist with, we’re here to help.

• Initial Complaint

  Date:06/10/2024

  Type:Delivery 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.

  On May 20, I contracted moving proz to make up an apartment and move from address ** ** *** **** **** ***** ****** ***** ** ** *** ** *** **** ****** ***** ** *****. At the day of the move, the employees were intoxicated and actively smoking marijuana while handling our furniture. They made significant damages to my furniture. And I also pay for an additional insurance to protect my furniture. When I reached out to the company, communication, Haas has been pretty negligent. There is absolutely no communication on the response of the claims done, and there is no accountability for the damages that were made. I have called a total of approximately 10 to 15 times and have only been able to reach out to Times out of those. Their answer is simply we’re trying to reach out to her vendors for more than three weeks. We paid a total of $1200. The reason the amount was exceeding the original to how an efficient the workers were due to being intoxicated and not handling the furniture properly.

  

  Business Response

  Date: 06/18/2024

  The customer contacted us on 4/9/24 via website for a quote to move on 5/16/24.  I have included the signed estimate, signed contract and final invoice for review.  On 5/16/24 Moving Proz LLC had a crew of 3 men for this move. These three men had worked for our company for over a year at the time of this move.  We have never had a complaint about any of these three gentlemen regarding their work ethic nor have they ever been accused or found to be using marijuana on the job. These gentlemen also had another move immediately after this move on the same day. That customer had no concerns about the crew and left them a 5-star review, there was no mention of any marijuana smell or issues on the second job they had the same day. They arrived at the second job 30 min after completion of the first job of the day.  One of the gentlemen no longer works for us, but the other two have been questioned and we have watched all footage from our truck cameras and have found no evidence of any drug use.  On the day of the move the customer was provided contact information so he was able to reach us as the move was in progress with any concerns. This is listed at the top right of the contract and has the customer initials and timestamp.  At no time did the customer call in with these allegations while the move was in progress. In fact, we didn’t hear about this allegation until 4 days after the move during billing discussions.  The customer did purchase additional protections and we have vendors we partner with for any repairs for any damages. One of our vendors has been very responsive and is ready to complete repairs, but the vendor we use for couch repair has had some schedule conflicts, so we sought out a different vendor to repair the customer's couch - this caused a delay that isn’t our normal wait time. We do regret the time and inconvenience that the customer has had as he has awaited this resolution, and we are working to get our vendors scheduled for his repairs asap.  We have taken accountability for the damages and have worked to schedule repairs with the appropriate vendors. We have been communicating that with the customer who has been frustrated with the timeline for repairs.  The customer was billed on a per man per hour basis for the time that he had the movers move items - as agreed upon in our signed estimate and contract with the customer.  As you can see on the invoice and the time stamp from final signatures on the contract the customer was billed accurately for the time that the crew was onsite working for him. In the estimate and contract, you will find verbiage that states that the estimate is an estimate only and that actual charges will be based on the amount of time the move takes (number of movers x number of hours) Therefore the final billing amount may be different than the estimate.  I have also attached a screenshot of the disclosure where the customer signed off on this acknowledgement in addition to the signed estimate and contract. We are committed to providing the repair work and making sure the customer is fully satisfied with the repairs.  Our team will be in touch with the customer this week with the repair schedule and will follow up again with the customer post repairs.  
  Moving Proz LLC billed the customer fairly for the time and labor provided, and we are providing repairs as agreed upon as soon as the vendors are able to complete that work.
  
  

  Customer Answer

  Date: 06/18/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  First of all, our move was on May, not in June, as stated in your response. The reason for delayed communication from our part has been stated multiple times to the staff, which is, the business fails to pick up the phone. We were not able to obtain communication until the date stated on your response. To date, I have been the only one reaching out to know the status of your “vendors”, I have not received any scheduling call or updates on the possible resolution. This is unacceptable by all means. 
  I received an email, asking me, which employees were in charge of our move to help with your investigation. 
  “Any specific physical
  descriptions, names, or other identifying information would be
  extremely helpful. Additionally, please provide details about when and
  where these incidents occurred, such as at your old residence, in the
  moving truck, or at your new residence.”

  All these details were given since the first service dissatisfaction call. The company has failed to give us a summary of our calls correctly in the past and even ignored that request in the last call I had with a female employee. The all-stars review seems to be very inconsistent in the company’s google reviews, I wouldn’t necessarily think your service is one of consistency. 
  

  I would hope for faster resolution on this matter. I do not believe this company is reliable for customer service at all. 
  

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

  

  Business Response

  Date: 07/31/2024

  Thank you for bringing this matter to our attention. We take all customer concerns very seriously and are committed to resolving issues promptly and thoroughly. Firstly, we sincerely apologize for the inconvenience and distress you experienced during your move on May 16. We are particularly concerned about the allegations of our employees being intoxicated and handling your belongings improperly. This behavior is entirely unacceptable and contrary to our company’s values and standards.

  To address your specific concerns:
  

  1. Intoxicated Employees: We have initiated an internal investigation into the conduct of the employees involved in your move. We maintain a strict policy against any form of substance use while on duty, and appropriate actions will be taken based on our findings.
  

  2. Damage to Furniture: We deeply regret the damage to your furniture. Since you purchased additional insurance, we did ensure that your claim is processed as top priority.
  

  3. Communication Issues: We apologize for the lack of communication and the delays you have encountered. It is not our practice to leave our customers without timely updates. We are currently reviewing our communication protocols to prevent such issues in the future.
  

  4. Resolution: We are pleased to inform you that we have reached out to you and successfully reached an agreement on July 17, 2024. We appreciate your patience and cooperation during this process.

  If you have any further questions or concerns, please do not hesitate to reach out directly to our customer service team at ***** ******** * ** Thank you for your understanding and cooperation.

• Initial Complaint

  Date:10/18/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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 company moved furniture and there was damage. I have reached out to them. They offered me $585 then rescinded to $200 then $300. When I told them I was filling a complaint with thebL BBB they stopped replying to my calls and emails

  

  Business Response

  Date: 10/25/2023

  ***** ******* reached out to us on behalf of the apartments that she manages and hired us for a move.  The move was at Cyan Southcreek Apartments ***** ****** ****** Overland Park KS 66213. The notes from the Moving Consultant noted “Apartment manager called to move a tenant from a 1br apartment to a storage area within the same apartment building, same floor, just down the hall. Short walk." This move was requested because we were told there was damage in the apartment that need to be repaired. The tenant in the apartment was ***** ******* Moving Proz moved the items into the storage unit on 9/28 and moved them back into the apartment on 9/30.  After the move on 9/30 ***** reached out to us and stated that the tenant wasn’t happy with the placement of the items once they were brought back into the apartment.  ***** noted that ***** had recently had a surgery and the move out and back in had been stressful for her.  ***** also called into Moving Proz and was upset about the placement of her items.  It is important to note here that Moving Proz was not hired for any packing services, nor were any packing materials purchased from us. Moving Proz wanted to work with ***** and ***** and agreed to send out a crew for free to rearrange the furniture where ***** would like items to be. Please note that on the day of the move back into the apartment, the agreement was signed waiving a final walkthrough and placement discussion (attached) so the team had just left the items inside of the apartment. We agreed to have a two-person team go out for up to our two-hour minimum on 10/5 to place items where ***** wanted them, instead. The team ended up being there for 2.5 hours at a cost of $460, which Moving Proz didn’t charge for. I have attached that invoice from 10/5. 

  ***** reached out to Moving Proz and advised there were damages to her items.  ***** sent in photographs for assessment and was asked additional details about the items, the damage and the circumstances. The contract states, in part, that under the Release Value plan Moving Proz will offer .60/lb on damages we are found liable for.  The pictures ***** provided show that there were potential damages to three items that were her personal items. I have copied those images here. Moving Proz crews reported no damages during any of the moves and that the general condition of the items was noted as battered and worn. Moving Proz was not hired to pack the items and during that time in storage no padding or additional packing materials were purchased from us. Even though the crew reported no damages during the move, and we can't be sure the damages didn't happen while in storage out of our possession, we have attempted to work with *****. I have attached the pre-move inventory that was signed off on in the agreement. These items are listed by weight at 42 lbs for the chair, 70 lbs for the coffee table, and 210 lbs for the dresser.  This total weight comes to 322 lbs at .60/lb for a credit of $193.20.  In my settlement offer we rounded this up to offer $200.  Moving Proz also paid for the crew to come out a third time at our cost.  Our contract with the apartments waived a final walkthrough so normally we would charge to come out and move items again to different locations in the home.  However, in an effort to go above our contractual agreement we provided that service which was a value of $460.00. When our 3rd crew assisted, they saw no damages, nor did ***** show them any damages at that time. 

  ***** wasn’t happy with the offer and so we increased it. Rather than $200, we increased the offer to $300.00 as we remained committed to providing the customer with a total offer, including the free move, that is well above our contractual obligations at $760 including everything.  Attached you will find the agreement, the invoices, the damage photos and screenshots from the contract. 
  

  
  

  Customer Answer

  Date: 10/25/2023

  Cyan Apartments have taken care of this directly to Me.

  This is now in the hands of those 2 parties 

• Initial Complaint

  Date:09/12/2023

  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.

  My house flooded and had to hire a contractor to replace and refinish hardwood floors so all furniture and some appliances had to be moved. Moving Proz were hired by the contractor to move my stuff into a uhaul and my garage to store. On July 24th Moving Proz came to move my things out. We was out of state when this took place. One of our contractors met them here to let them in. They moved my refrigerator out to the garage so it could be plugged in because I still had stuff in it. When we arrived home I could smell the refrigerator it was not plugged in and the doors were taped shut. This refrigerator was purchased on August 2022 for $4100 it is not usable now from the smell. There are several dents and scratches on it and the hardware was lost to put the handles back on. Along with this was other items damaged one couch of my white sectional has a hole in it and covered in dirt because of how they stored it. This was purchased in September 2022 and to replace one side of my sectional is $635. These items was less than a year old and damage free.. There was also a desk with scratches all over the top after they moved it. I'm also out $250 in air filters and water filters for the refrigerator. I have contacted them and all they want to do is give me 60 cents per lb for a settlement, $471 is not even reasonable to fix my items that were new before they touched them. I feel their people that moved my belongings out of my house were very disrespectful and not professional. On August 21 different guys came and moved my stuff back in. They made the comment that they couldn't believe how my stuff was handled when it was moved out. I also never signed or seen any of their contracts. I feel as a business they carry their insurance to cover situations like this. They could have handled my complaint better than they did. After they talked to their movers they said there was no damage. She basically called me a liar for saying there was damage. Not good business skills.

  

  Business Response

  Date: 09/25/2023

  Moving Proz did pay to have repairs completed on the flooring. As noted previously, we have attached the before and after photos sent to us by the contractor. The photos also include ones sent by the customer. The repairs were completed in accordance with the signed agreement we have with the customer. This agreement was signed on 7/21/23, weeks before the move. Our contractors reported to us that the customer wanted to have a full refinish of the flooring, which is not covered in our agreement. Page 8 of our agreement with the customer notes is attached in this response. Moving Proz has reviewed and closed this claim.
  
  
  

  Customer Answer

  Date: 09/26/2023

  
  Complaint: ********
  
  I am rejecting this response because: My complaint had nothing to do with a floor. My complaint was a damaged refrigerator,  couch and desk. Refrigerator was dented and left unplugged for a week with food rotting in it. Smells so bad you can't even use it. This was $4100 refrigerator less than a year old and they lost all of the hardware to put the handles back on. Couch has dirt and a hole in it. It is part of a sectional that is less than a year old $635 to replace this piece. Desk was scratched on the top after they shoved it in the uhaul.  I have also spent $250 on new air and water filters. I have photos that I’m able to upload because of the file type and I don’t know how to change it over. If possible I can provide them in an email.
  
  Sincerely,
  
  ******** Lesmeister

  

  Business Response

  Date: 09/29/2023

  ***** ****** contacted Moving Proz on July 18th, 2023, and requested an estimate for moving services to be rendered on July 21st, 2023 at ******** ************ residence. The estimate was created and sent to ***** at ***** ******. The estimate was signed electronically, and a deposit was paid of $100.00 by ***** to book the move. I have included the signed estimate as well as the contract. The crew notes state that ******** was never at the move but there were two people in the basement from the flooring company. The crew sent in pictures of the move, which I have included. The crew did say they moved the fridge into the garage as requested but that they didn’t leave any food out nor know about any food in the fridge. Moving Proz does not move perishable items, nor are we liable for unplugging or plugging in of any appliances. Furthermore, Moving Proz is not liable for any mold/mildew on items.
  
  ******** reached out to Moving Proz and stated that there had been food in the fridge and that the appliance wasn’t properly plugged into her garage. ******** acknowledged she wasn’t there during the move. ******** also stated she had damages to a couch, a desk, and that her fridge had dents and because of the mold and mildew had a smell and was not able to be used. The contract for services show that the protection plan that was chosen for damage protections was the Release Value plan, which is no cost to the customer and provides protection for damaged items at .60/lb. I have included the estimate which has the inventory list with items listed by weight.
  
  Based off this information Moving Proz offered ******** the following options:
  1) Damages calculated at .60/lb are couch (280lbs), desk (175lbs) and fridge (330lbs) for a total weight of 785lbs x .60lb for a credit of $471.00.
  or
  2) Credit for the desk and couch and repairs to be completed on the fridge.
  or
  3) In an effort to be as helpful as possible, we also offered ******** the option to retroactively purchase a higher level of protection instead.
  
  ******** declined all of these options and filed the BBB complaint. Moving Proz has made every reasonable effort to work with ******** on this damage claim, including allowing her to purchase higher protections retroactively.

• Initial Complaint

  Date:06/05/2023

  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.

  -Date: 5/23-5/24/2023 -Amount paid: $2806.16 -Nature of business: Complete and safe moving of belongings from a townhouse and storage unit to a house. -Nature of dispute: Did not complete the full scope of work, significant items left at original location due to inappropriate packing, property damage due to crashing moving truck into a tree, crashed truck rendered unable to be opened, trapping belongings inside until the next day, adding on additional costs related to labor resultant to employee negligence or lack of training/credential of operating the vehicle. -The business has engaged in discussions to resolve the matter, all of which are insufficient due to the degree and broadness of their shortcomings and failure to deliver the desired results. The company’s final offer amounted to a credit of $825 after tacking on an additional fee for labor of $585 for the team to come move the items that were trapped on their vehicle overnight. That is a $240 refund. Considering I was forced to miss a day of work, delay home preparations, alter plans for trades people and procure childcare, a $240 refund with the caveat that I must sign a liability waiver for the damage caused to my tree is disgraceful and tone deaf.

  

  Business Response

  Date: 06/12/2023

  **** *** ****** ***** reached out to us on 2/19/2023 via website to request a quote for their upcoming move that would take place on 5/23/2023. The moving quote was from their townhouse to a house and also to stop in Overland Park and get items out of that storage to deliver to the home as well. On 2/20/2023 a moving consultant reached out asking additional questions. An estimate was sent to the customer on 2/26/2023 and Chinwe replied on 2/26/2023 stating “Thank you! I sent it over to my husband for review.” This estimate was then signed and returned to us on 3/05/2023 electronically. This estimate is attached. The ****** signed a contract, attached as well.
  
  Mr. ***** claims the scope of work was not complete. In the contract (attached) item 17 addresses this issue specifically: 17. ORIGIN & DESTINATION WALKTHROUGHS: Moving Proz LLC will not be responsible for items left behind, either at the origin address or on the truck. Make sure you do a walk-through once loading is complete before letting the movers proceed to the destination: check your closets, drawers, attic, and outside. Customers are responsible for walking through the entire property at every pickup or drop off location to make sure that items are either loaded or unloaded before the movers can leave.
  
  Our movers were allowed to load and leave the destination without being notified of any left behind items. Our crew communicated with the operations team that there were items that Mrs. ***** specifically asked them to leave behind when they asked.
  
  The full delivery was delayed. We were able to successfully unload and deliver one truck, but the second truck was not able to be unloaded the night of the move. Upon arrival a crew member adjusted the air brake on the truck which caused the vehicle to roll back. The truck did strike a tree causing minor damage to the tree branch. The damage to the truck though was more significant and as a result the crew was unable to get the door to slide open correctly. This occurred at 4:00pm, the day of the move. The crew was in contact with operations management immediately about this issue. Our Operations Manager called the ****** and worked with them into the evening regarding their concerns. The ****** noted that some critical items were in the second truck and asked for accommodation to be made for them. Our Operations Manager booked a room for $250.00, at the ****** request, for a room at the Intercontinental in Kansas City. The ****** never checked into the room. The following morning our Customer Service Manager called the ****** to let them know prior to 8am that the truck had been cross loaded to another truck and we were able to come deliver it that morning. There were no fees addressed at all associated to the delay. There was no additional travel fee assessed for the next morning, there was no storage fee assessed, there was no fee for overnight work associated with us working on the truck. The only charges associated with the second delivery day were sheer labor hours which would have been billed the day before had we been able to unload, which has been explained to Mr. ***** several times.
  
  Mr. ***** has over the course of our discussions asked for a variety of credits including a 100% refund minus the deposit. Due to the fact that services were rendered, the items were delivered to the customer and there was no damage to any of those items Moving Proz does not believe a credit that large is justified. We have offered Mr. ***** a credit of $845.00 off his total move of $2806.16 and we have sent him our release to sign and return. Mr. ***** did not accept that offer. Moving Proz feels this offer is representative of our goodwill efforts to go above and beyond to address Mr. ******* delay and concerns.
  
  Our contract specifically addresses the ******’ concerns regarding the delay, see below. I have also included the invoices associated with this move. In light of this signed agreement and the offer that far exceeds what we are obligated to do due based on our signed contract, Moving Proz doesn’t find an additional credit justified.
  
  JOB EXTENSIONS & DELAYS: Jobs can take longer due to a variety of factors such as customer unpreparedness, elevator delays or malfunctions, multiple dis/reassemblies, long walks, other factors listed above, and other such delays. Moving Proz LLC is not liable for these variables. If the customer believes a delay to be the fault of Moving Proz LLC, he or she must bring this to the attention of the crew lead and/or operations manager during the move or at the time of billing. Moving Proz LLC will only compensate up to 1/2 hr for time related issues reported after billing is complete.
  
  The signature page denotes: By affixing my signature on this contract, I as a customer of Moving Proz LLC agree to the terms and conditions here laid forth. I understand that by accepting this estimate, I am entering into a contract with Moving Proz LLC to perform the work described in the estimate. Any violation of the terms and conditions, on the part of myself as the customer, voids all liability held by Moving Proz LLC. This agreement shall be governed, interpreted, and construed according to the law of the State of Kansas. In event of any litigation or legal action arising out of services rendered by or on behalf of this company, I, the customer, specifically agree that all actions shall be instituted in and that the venue shall be Johnson County, Kansas. All collection fees and all legal fees will be incurred by me, the customer.
  
  I agree to the aforementioned penalties and fees associated with cancellation and rescheduling. Should a cancellation or rescheduling fee be incurred, I authorize Moving Proz LLC to process this transaction on my credit card. Charges for services rendered will be processed on the credit card on file at the end of the move in the absence of an alternate form of payment. I waive my right to dispute any charges with my credit card company or to request a chargeback, except in the case of a clerical error.
  
  By signing this contract, I verify that I have read, understand, and agree completely with all of the above Contracted Terms and Conditions for this move. I further verify the accuracy of the move order (contact information, origin and destination addresses, etc.), and I agree to the rates of service listed above. My signature below authorizes Moving Proz LLC to provide exclusive moving services.

  Customer Answer

  Date: 06/20/2023

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

  1).  The statement that the moving team was specifically instructed by my wife is patently false, that did not occur, as the moving team had no interaction with my wife.  The only items that I directly instructed to not load were 2 propane tanks that can not be transported in this manner.  I was present at both loading locations, the primary loading location (storage unit) was emptied entirely, with a portion of the second truck being utilized for items from this location.  It should be noted that an equivalent sized truck was capable of holding all of the items located in the unit in addition to a peloton bike and a patio set when the storage unit was originally filled.  This is the first instance of notable improper loading technique demonstrated by Moving Proz, which resulted in the full extent of belongings not being able to be moved.  
  

  2).  The respondent from Moving Proz is in no position to make a determination of the severity of damage to my tree, and they made no attempt to have the damage evaluated by a professional that can make a trained and educated determination of the aforementioned damage.  They did, however, make numerous attempts to have me sign a waiver of liability for the property damage, none of which were obliged.

  3).  The second clear and notable presentation of improper and unacceptable loading technique was apparent upon the arrival of the second team on day 2 of the move.  As indicated previously, when the Moving Proz employee disengaged the air brake from the second truck sending it crashing into my tree, the truck was rendered unable to be opened and necessitated to be opened off site and the items on board to be loaded onto a new truck for delivery.  When the truck arrived on day 2 it was approximately 60% full, containing the exact same items that were on the crashed truck.  This shows the initial loading was not completed properly, leading to substantial items being left behind, which could have been avoided if proper loading occurred initially.

  4).  It is noteworthy that the team did not bring tools necessary to take apart and assemble furniture, part of the services associated with the agreed upon work.  I supplied the team with my own tools, and had to instruct the team specifically to take apart beds rather than loading them fully assembled.

  5).  While I am not an expert on credentialing, or the requirements for operating specific vehicles from a licensing perspective, I have general safety concerns regarding the crash.  A person that is trained on the appropriate operation of a large vehicle would not inadvertently disengage an air break, resulting in an accident.  This matter is more of a general grievance regarding either a lack of training or improper credentialing, and throughout the course of the communications with Moving Proz, there has been no attempt to address a root cause, or give any semblance of an action plan to prevent an accident moving forward, which I believe is warranted, considering my property was damaged in the event.

  6).  The credit indicated by Moving Proz was insufficient in addressing the combination of the above stated tangible and intangible costs (an additional day of work missed to accommodate the delay, disruptions to planned subcontractor work, and the time and effort required to personally load and move all of the unmoved items [roughly 6 hours of work total].
  

  This provided information is the justification for our rejection of the attempted resolution by Moving Proz.

  Regards,
  
  ******** *****

• Initial Complaint

  Date:05/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Company destroyed my TV Stand during the move after improperly storing it during transit and did nothing to indemnify me for the damages caused.

  

  Business Response

  Date: 06/07/2023

  ****** ******** hired us for a move that we completed on August 13th, 2022.  Nine months later On Sunday, May 28th, 2023 Mr. ******** left the following review, "When they pointed to a small broken piece of my desk while loading the items I accepted it as it could have been broken prior, even though I had heard a drop of something just minutes before.  When we arrived and my TV stand was smashed from improperly loading/securing during transit I accepted it because I was just so exhausted from packing the day before.  To add insult to injury they proceeded to ask for a tip right after without doing anything to indemnity me.  No, I would not recommend their services to anyone."
  

  Our Customer Service team reached out to Mr. ******** within 48 hours to get more information so we could locate him in our system.

  
  On June 1st at 9:30am ** ****** ****** the Customer Service Manager, reached out and introduced myself to ****** and set time to discuss his concerns.  ****** and I set a time to connect but ****** missed the call and we have been communicating since then via email. ****** stated via email “I missed your call. The only item I'm attempting identification for is my TV Stand which was completely destroyed during transit. I was not given the opportunity to discuss with you at the time of payment I was supposed to get a call with you to discuss the total amount. We waited for 30 minutes and the movers told me that nobody was available and that I just needed to pay.”  I asked if there were any pictures of the damage.  ****** emailed back, “I didn't take a photo of the TV Stand that was destroyed. It never left the truck. They took it with them, and it felt very conniving looking back. I do have a photo no longer after the moving showing no TV Stand delivered with the moving boxes still.”

  
  Although this claim has been received well outside of the required timeframe, and the customer was appropriately notified of the proper claim process timeframe (attached), Moving Proz has agreed to go above and beyond to honor the standard Release Value Plan the customer had during the time of his move. The Release Value Protection plan is at no cost to the customer. However, in the event of damage, items are only covered up to $0.60 per pound / per article.  I have attached the information regarding the different Value Plans the Customer had to choose from, as well as his signed contract waiving additional protections from August 3rd of 2022.  The TV stand was listed in the Move Inventory (attached) at 240lbs.  240lbs x .60 = 144.  As of 6/7/2023 I have offered Mr. ******** a credit to his account for $144.00 that I can then refund to the card on file and have sent Mr. ******** our release to be signed and returned.  I have advised that once the release is returned, I can apply his credit and refund.  

  Customer Answer

  Date: 06/15/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  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.
  
  Regards,
  
  ****** ********