Complaints

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:05/24/2024

  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.

  I'm concerned about my upcoming move. I feel making separate payments in cash to the movers don't seem like the proper way to do their business. I recently made a payment of $2099 for a down payment?? I have no way to communicate with movers regarding time of pickup. Please look into this and see if this legal. Thank you

  

  Business Response

  Date: 05/25/2024

  HI, I though that you sales rep. at *********************** had explain the process of your relocation as of member of Brightside network we are your local carrier that will perform you Move from ** to **, in our rules and regulation our payment,  are as follows on pick up customer can pay by any mejor CC, Cash Or Money Order from the US *********** , at delivery the payment can only be by Cash or Money Orders From the US ***********. and yes it is legal to collect on ether of those tape of payments it is on writing in your Bill ** Landing.

   

  PS as of now you are in our schedule to be pick up on May the 30st  

  Customer Answer

  Date: 05/25/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:05/09/2024

  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.

  Hired this moving company for my daughter on4/11/2024 . Five Stars moved her from: ****************************** to ************************************************************* ***** had a 65 inch ******* smart ** that was just 2 years old and it was dropped on the floor by one of the movers. My daughter was in the next room and heard the crash. They are not cooperating about reimbursing her at all, which was broken by them. We did put in a claim with no hearing back from them. The ** was 2years ago valued at $ 598. Spoke with ***** and she only wanted to speak to my daughter. Im the one who hired and paid this Company.Sincerely,************************* c/o ***************************

  

  Business Response

  Date: 05/10/2024

  my apologies, for the damage, the story your are telling is not the same that we got from our crew foremen, and the person that was there is your daughter and she spoke to the foremen about what happened to the *** that was the reason we ware waiting for your daughter call which never happened. in the your quote is also the a partition where explains abut insurance and coverage in all our moves, also on how to file a claim, which also did not happened. so please file a claim through csipros.org. once they process the claim base on the coverage of your relocation, right after that we can move forward with this complaint.

  Thank you very much

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

  president

• Initial Complaint

  Date:08/24/2023

  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.

  The moving company Five Stars Movers wasn't able to deliver my furniture and goods within the contractually promised window and wasn't able to provide any updates/solutions either.Five Stars Movers picked my belongings up on Jul-28 2023 from ********** ** and should have delivered the goods to ********** ** no later than Aug-23 2023 based on the contract. However, as of today Aug-24 2023, the company failed to deliver the goods and wasn't able to provide any updates on either the timeline or the actual location of my goods. Moreover, any attempts to communicate with the company failed-- I couldn't reach the company's dispatch manager as well as the sales rep by phone calls, voice messages, text messages and e-mails since Aug-14. No one in the company ever contacted me concerning the delay. I need my things delivered ASAP and a refund for the move as the company failed to fulfill their responsibility.

  

  Business Response

  Date: 08/25/2023

  My apologies, yes and did August 23 is the 14 business day window on your service of order it is on route to **, delivery will take place sometime next week. with the terms of the bill of landing the client is entire to 25 dollars per day that we will be late once we know exactly when the delivery will take place we will do the discount of the balance due on delivery. Thank you very much for your patience.

• Initial Complaint

  Date:02/08/2023

  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.

  On January 20,2023 Five Star movers picked up our belongings to be delivered in *******, **. Our contract says that our belongings will be delivered no later than 21 business days from pick up, which would be February 11, 2023. I have made multiple calls, left messages, and sent multiple emails to the "dispatch supervisor", ****. On February 8, **** had no idea where my furniture was and assured me that he would call me today (February 9) to give me the delivery date. As of this moment, I've left 3 messages, and two emails with no response back. I find it incredibly unbelievable for each employee to tell me that they don't have means of communication with their drivers. The customer service agents dismiss my messages and will not follow up with me. My quote was almost $1000 over the estimate to further the angst. I spent hours, and hundreds of dollars on packing supplies to ensure that my TV, Printer, etc. would be safe, and yet they boxed EVERYTHING up -including non-breakables-at my expense. I've paid $2200 to date and am expected to pay an additional $1260 at delivery. but due to treatment, that seems fraudulent. The bill of lading is ******, Please help me to resolve this issue as I've been unsuccessful at a resolution, and I have no furniture, personal belongings, etc. *********** has been a nightmare. Please note, also, that I have family photos that are priceless and unreplaceable in that shipment.Aside from a delivery resolution, I believe that it's also best business practice to adjust the charges.

  Customer Answer

  Date: 02/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:10/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The moving company Five Stars Movers picked up my things on August 9, 2022 and delivered them to my new place on August 18, 2022. I'm writing because the company delivered a box to my apartment that is not mine. I first noticed in early September and called them that day. The representative told me they'd inform their dispatch team and have them reach out to me. I never heard back. I called again in late September; this time, the representative forwarded my call directly to dispatch. The dispatch rep told me (1) he wasn't sure what to do because no other customer has reported a missing box, and (2) this is the first time he's heard that I had a box that isn't mine. These two points are deeply concerning to me. They had no record of my calling before, so they don't seem to track issues with delivery. Thus, another customer could've plausibly done the same about their missing box, and the company wouldn't know. Regardless, he said one of his drivers would reach out to me in a couple days. I made sure he had both my phone number and email. No one ever reached out.Finally, I called them today five times. The main line rep answered one of the times, forwarding me to dispatch who did not answer. (Based on my experience with the company, inability to reach them has been the norm, not the exception.)I'm filing a complaint with BBB because I want the moving company to retrieve this box ASAP. I don't care if they don't know whose box it is. If they cannot find the box's owner, the company can dispose of the box themselves after retrieving it from me. I have reached out to them several times for over a month and given them multiple ways to contact me. As it stands, they clearly are not going to retrieve the box.I do not want to be the one to throw away someone's belongings, but I will if they won't retrieve it. In that case, I will write a BBB review of the company. (This was only one of several issues I faced with this company, so that would be a hefty review.)

  

  Business Response

  Date: 03/01/2023

  unfortunately we never retrieve the box no body claim the box and by the time one of our truck went by there are it was to late 
  

• Initial Complaint

  Date:08/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired interstate movers to move me from Mass to PA. They then subcontracted my job to Five Star Movers. The pickup was a bit rough but it was done. The window for dropping my stuff off in ********** was 8/12-8/22 and now they are saying the earliest it MIGHT be delivered is September 3rd and they will only compensate me $33 dollars a day. I have tried calling them repeatedly but they are nearly impossible to reach. On 8/23 I called about 50 times and left 15 messages with no response. I need my things delivered ASAP as we are now outside of the contractually promised window.

  

  Business Response

  Date: 03/01/2023

  yes we made her delivery late unfortunately she got delivery September 2 with ******* 8 days late 

• Initial Complaint

  Date:08/19/2022

  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.

  On July, 14 2022 Five Star movers picked up our belongings to be delivered in *******, **. Our contract says that our belongings will be delivered no later than 21 business days from pick up, which would have been August 12, 2022. It is not August 19, 2022 and the *** for our belongings keeps getting pushed out. I have spoken to the customer service who is extremely rude, has hung up on us, and does not call back when asked. I am then told all I can do is speak to the dispatch driver. When I call dispatch, he does not answer and I leave a message. I have left several voicemails, texts, and phone calls for dispatch and they are unresponsive. We paid $2166.36 at pickup and are expected to pay the other half at delivery, but due to treatment that seems unjust.The ***** for the company is 1362673.Please help us to resolve this issue as we have been sleeping on the floor with no furniture for over a month. The service has been horrid.

  

  Business Response

  Date: 08/26/2022

  yes our window of 21 business day ended on August 12 delivery took place on August 23 we were late 7 days  at 30 dollars per day late is $210 dollars refund as a good fait for being late on delivery I can offer a refund of $350.oo total.

  Customer Answer

  Date: 08/28/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:08/12/2022

  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.

  Five Star Movers helped us move from MA to KY. They loaded our stuff on 7/15 and said it will take up to 14 days for delivery. I later found out that this is 14 business days which is basically an additional week. My contact ***** who helped me get quoted and explained their process never told me this even after our specific discussion regarding the delivery window. In the 3 weeks leading up to delivery we made dozens of attempts to contact Five Star in order to get any update regarding an ETA. The small number of times we spoke to someone, they gave us false information. On a few of these calls we were told that our things were scheduled to leave MA on a certain day, or that they had already left. Each of these conversations were false, and our things were still sitting in MA. A few days prior to the end of their 14-day window we were provided with the delivery drivers phone number and able to speak with him directly. It now made sense why they could never provide any accurate information. They had contracted out our load to a 3rd party carrier. Contracting our things out was never mentioned at any point ever. I had specified on their form that a large trailer would not fit down our road, but they did not relay this to the driver. He showed up with a 53-foot sleeper cab. The driver was able to back down our street to the driveway, but the truck was blocking off most of the road as well as our neighbors driveway. The service we paid for was that they would take everything inside, take off the protective wrap, and re-assemble items. It was only two guys to complete this delivery. We had to assist them with this process because of them blocking the street we could not wait for the 5-6 hours that it would take to offload by themselves. We spent the full 3 hours un-wrapping, putting things together, and helping to move everything in. Ultimately, they contracted out to a 3rd party, and we did not receive the correct delivery service that we paid for.

  Customer Answer

  Date: 08/24/2022

  I have not heard from the business in response to my complaint.

  I need them to adjust my bill since they did not provide the service that we paid for. 

  

  Business Response

  Date: 08/26/2022

  I will start with my apologies, on the quotes send it to the client it explants about the window of how many days the relocation might take based on the miles from point A to point B on this case is 14 business days we spoke with the clients and informed that we did not have a delivery ETA once we do we will inform. however the clients might think that by calling the offie a dozen time a day will expedite their delivery my apologies but that not the case. once we load up our owner operator we informed the client that it was on the way and provide the our drivers phone number. all interstate moves are done on a tractor trailer and that the reason on giving the client a form to fill up asking all this questions so they can be prepare for extra services on delivery such of shuttle service, long carry stairs.

  I do appreciated the out put of our owner operator of trying to fit his semi into her address to perform the delivery with out charging the client for shuttle service on all interstate delivery it only driver and helper to perform all deliveries, based on the client move size the shuttle service cost was $863.75 that what the driver safe the client.

  thuis are the additional services that might occur on delivery:Additional Services:
  
  
  
  
  Waiting time: Anytime that the truck and crew are waiting idle after two hours, as a result of customer not having been prepared.($40.00 per hour per man maximum four hours plus $100.00 per vehicle or $200.00 overnight waiting).
  LONG CARRY: Begins after 75 feet; defined as each unit of 50 feet from trailer to entrance of the living quarters (includes parking lots, crossing lawn, lobby and hallways in apartment building) It is a 100% the discretion of the driver to decide if the moving van can fit SAFELY in one way and narrow streets.($***** dollar for each additional 50 ft.) First 75 feet are free of charge.
  STAIRS/FLIGHT/INCLINE: Up or down each flight of stairs in a single family home multi family home and apartment building. One flight is 8 steps. First flight is free. Every additional flight is $***** dollars.
  ELEVATOR: always will be (***** dollars.
  PACKING/UNPACKING BOXES: For pre-arrange packing services consult the schedule packing/materials price list. (Last minute unplanned packing) (charges per box)
  *********: ($100.00).
  SHUTTLE SERVICE: In a case when a moving van cannot fit into designated space and the crew have to rent an alternative form of transportation. ($200.00 per truck $***** per every 100 Cu. Ft.)
  EXTRA STOPS: 5 miles around pick up or delivery Address $***** dollars. 10 miles around pick up or delivery address $150.00 dollars.
  RE-DELIVERY: Full re-delivery  fees are applied when the carrier must make a second attempt to delivery the property if for any reason the shipper did not accept delivery on the first attempt $1.50 per cubic feet. Storage fee of **** per cubic feet.

  General Delivery Schedule:
  
  
  
  
  0 ***** miles -- 0-7 business days.
  1001-1500 miles -- **** business days.
  1501-3300 miles -- **** business days.
  Not include state: MT, ND, MN, ID, IA, SD, WA, OR
  The delivery schedule begins from the first date you are ready to accept your shipment (this may be listed as the "1st Avl. Delv Date" or "FADD" on the estimate), not the date your goods are picked up by the carrier. Business days do not include holidays or weekends, though your carrier may choose to deliver your goods on a weekend. Your carrier will determine the actual delivery date in consultation with you.

  as a good fait just because the client used our company locally several time we can offer a discount of $300 dollars 

  Customer Answer

  Date: 09/01/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

  Although I am accepting the response from the business, there needs to be significantly more accountability on their part. The main issue here is that our load was contracted out to another carrier, and that was never communicated to us during the quote process. Had we known that would be the case then we never would have booked with Five Star. We were only made aware of this fact several days before the actual delivery of our goods. 

  Diving into the other issues, I would find it hard to believe that they knew how many times a day we attempted to contact them since it was rare that anybody would ever answer the phone, and since we could not get any email responses we were forced to try and contact them via phone. The 14 day delivery window was not communicated as business days with ***** which is in the attached screen shot. The mileage traveled from our pickup to delivery destination is actually under ***** miles, but somehow their system placed it over ***** miles which pushed it into the **** day window as opposed to 0-7 days. The delivery driver was provided the incorrect delivery address, and in fact would not have delivered within their 14 business day window if I had not begged them to make it by Thursday as they were planning to deliver on the 15th business day. Upon pickup I had filled out a form in which the question was asked if a 48 foot trailer would fit into the delivery location, I stated no it would not so they provided the delivery drivers with the incorrect address along with not telling them about the size restriction. The drivers were incredibly professional and really put in a bad situation, there were only 2 of them which meant that we had to assist in the un-wrapping and assembly of all our furniture, had we not done that then they would have spent upwards of **** hours completing this delivery which we couldn't afford since the trailer was blocking our neighbors driveway as well as most of the street. 

  Five Star was an excellent option the two prior times we used them for short local moves, but it's clear after this that long haul moves are not what they are designed to do.

   

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