Moving Companies
Cross Country Moving and StorageHeadquarters
Information and Alerts
Alert Details
This business has 2 alerts.
Licensing
BBB confirmed that Cross Country Moving and Storage had not obtained a necessary license from U.S. Department of Transportation (DOT)-Federal. BBB encourages you to contact the following agency or agencies to confirm this information: - http://www.fmcsa.dot.gov - 202-366-9805
Pattern of Complaints
BBB files indicate that Cross Country Moving and Storage (Cross Country) has a pattern of complaints concerning allegations of excessive charges over and above estimates, customer service issues, and delayed pick-ups and/or delivery of household goods. In some cases the business has responded to these allegations, however since September 2018, the business has failed to respond to complaint matters filed with the BBB. BBB staff contacted the business regarding its investigation into the business practices and these pattern concerns on October 26, 2018, November 27, 2018, and again on December 11, 2018. To date, the BBB has not received a response to any of these communications. Please see the additional alert titled ‘Investigation Results’ for details on the BBB’s investigation on Cross Country’s business practices.
Specifically, many complainants claim to have received online quotes/estimates from Cross Country that would change once the movers arrived. In some cases, consumers had no choice but to pay the exuberant fees as there was no time to find another mover. There were also claims that Cross Country movers used intimidation tactics and/or refused to unload household goods without additional payment at the time of delivery. It is also reported, in more than 50% of the complaints on file with the BBB, that both the pick-up and delivery of goods were extremely late or delayed without reason or communication provided from the business.
Additional complaints purport difficulties contacting the business either by phone or email, particularly after the quote or estimate was paid. In more than 40% of the cases on file with the BBB, consumers stated instances of broken, damaged, or lost items after a move using Cross Country. For some of the cases, Cross Country did respond and suggested the consumer “file a claim for reimbursement.” Despite its efforts to resolve a small portion of the complaints filed with the BBB, Cross Country has failed to address the underlying issues and correct its business practices to eliminate the pattern of complaints received by the BBB.
The BBB offers tips on preparing for a move, finding a trustworthy moving company, and avoiding scams.
Service Area
- DC
- MD
- PA
- VA
- WV
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.