Complaints

This profile includes complaints for Black Belt Movers's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Black Belt Movers

  PO Box 710 Boys Town, NE 68010-0710

  
• 

  Black Belt Movers

  19145 E Macaw Dr Queen Creek, AZ 85142-6869

• 

  Black Belt Movers

  1209 SW Ordnance Rd STE B Ankeny, IA 50023-2731

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:02/27/2025

  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.

  On 02/08/2025, Black Belt Movers arrived to move my fiance and myself from **** ****** ** ** **** ** **** **.
  The 3 men were professional and asked alot of questions to ensure what was being moved made it on the truck.
  
  When they were unloading the truck and bringing in our entertainment/fireplace center, they had the entire weight of it on a dolly, on it's side. When they moved the piece into our living room, the side cracked and broke. They tried to just move it into place which is when i noticed it and then asked them about it. They said sorry and make a claim. We did that. After following up 3 times becuase no one contaced us, they said it was denied because it was pressed wood. This piece was not broken when it left and then was broken when they moved it into my new house.
  They should have to pay for this piece, which is less than a year old. It was $1000 new. Now i have to buy a new piece because the whole side is broken off the unit.

  

  Business Response

  Date: 02/28/2025

  An email was sent to the email address that we have on file. There was no response from the customer. It was then resent 2 days later. Still no response. A phone call was made to the customers boyfriend, who is the one that filed the complaint, to discuss the damage. It was explained to him that that per the signed estimate of charges and the signed contract on the day of the move that we can not be held liable for pressed wood items due to their high failure rate. However, in an effort to address his concerns, we offered him $0.60 per pound for the damaged item, which is our standard insurance option that was selected on the day of the move. I understand his disappointment, but I was disheartened by the rude manner in which my offer was refused.

  Customer Answer

  Date: 02/28/2025

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

  my fiancé has zero emails.  I asked her.  I called 3 times to talk to you directly and all three times I was unable to, 2 if which I left my number to call back. I said no thank you to your low ball offer of $120 for a 1200 piece that was not broken until your movers broke it that wasn’t being rude, unless you don’t like to hear no thank you and I’ll contact the BBB.  I didn’t yell I didn’t call you any names and I was very professional. The reason it broke was because of the amateur way it was moved into my house where the full weight of the piece was put onto the smallest and weakest part of the furniture.  Bottom line you broke it.  Because of negligence.

   

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

  

  Business Response

  Date: 03/04/2025

  To Whom It May Concern,
  
  Regarding Complaint ********* we have offered *** ******* our standard $0.60 per pound per item coverage, totaling $120. Due to the item being made of pressed wood, which is explicitly excluded from coverage in our policies, we were not obligated to offer any settlement. This exclusion is clearly stated in the Non-Allowable/Non-Liable Items and insurance documents provided to *** *******. He acknowledged these terms by signing the estimate, confirmation message, and pre & post BOL.
  
  *** *******'s claims of non-communication are contradicted by email records, including screenshots provided by our claims manager. His initial assertion that his fiancée did not receive emails was disproven, and he now states they were found in spam. We believe his shifting arguments and accusations against our company and crew are unfounded and stem from his dissatisfaction with the claim outcome.
  
  We maintain our willingness to offer the $120 settlement to *** *******. Should he reject this offer, we consider this claim closed. We request that this claim be closed with the BBB, as we believe we are being unfairly harassed by *** *******. We will not alter our policies and regulations based on his demands.
  
  Sincerely,
  
  Black Belt Movers
  

  Customer Answer

  Date: 03/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because $120 does not satisfy what was broken.

  Let’s clear some things up.. your email was in spam.. that is true.  I did call 3 times about this, once they transferred me to you but got voice mail and left one, once they tried to contact you and took my number with nothing, and once I talked to a male who told me it was denied.  Both can be true.

  I am not disgruntled over the outcome.  It shows me and anyone who asks my opinion who to never use.

  You really need to train your employees about weight, mass, and potential for breakage because of it.  Again, just because you have a no pay policy doesn’t mean you are immune to the repercussions of your actions.  You cannot flagrantly handle expensive items and then cry someone is disgruntled because you broke it.  It left fine and then was placed broken because of your crews actions and how they moved it, not because it was pressed wood.

  Furthermore, you should have your crew detail what they are having the customer sign and not just say I need your initials here and here and here and we will start.

  As far as my claim, I would like it to stand as Black Belt Movers DID break my furniture, which was expensive and now has to be replaced.

   

   

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

• Initial Complaint

  Date:12/09/2024

  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.

  Had my furniture moved by black belt movers and the furniture was damaged. Been trying to get some type of compensation for the furniture. Or repairs and have been unsuccessful at getting either one as of yet. At this point, I would be happy with some type of compensation for the damages

  

  Business Response

  Date: 12/10/2024

  To Whom It May Concern,

  Our shop has been trying to reach Mr. J*****n since 12/3. On December 1st, Mr. J*****n submitted 4 customer care forms that basically said the same thing on each form. Monday, the 2nd, the reservations customer care team replied to his forms and asked for photos of the damaged knob and desk. Mr. J*****n did send the photos right away. They were added to him claims file and made him aware that we require 5-7 business days for the claims manager to review and respond. The shop claims manager sent him an email on 12/3/24 stating that we need a better picture of the knob so we can match and replace it. They also mentioned that, under our policy, we are not liable for pressed/particle wooden items but they offered to have someone come out and take a look to see if there is anything they can do to help make it stable. This email was never responded to.

  Mr. J*****n submitted another 2 customer care forms on 12/9, stating no one has reached out to him. The shop claims manager sent another email to Mr. J*****n, 3 minutes after he sent the forms, reminding him that we are trying to reach him about the picture of the broken knob so we can get one ordered and to let him know that they have a vendor lined up and ready to pick up the table for repair. Then we get an email this morning stating he has filed a complaint with the BBB. 

  Since Mr. J*****n has not responded to the claims manager's emails and just submits new customer care forms, we find this to be borderline harassment. We want to settle this just as much as Mr. J*****n does, we just need him to do his part and respond to the emails he has received from the claims manager. If he does not reach out by the end of the week, we will close out the claim due to lack of response. 

  See the screenshot below of the emails that the shop had sent to Mr. J*****n, which again, none of which he has responded to.

   

   

   

  S*********
  
  ***** **** ******
  
  ******** **** ****

  Customer Answer

  Date: 12/11/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  P**** ******n they’ve only sent emails and they have not made any attempt to contact me by phone or any type of information to make arrangements to get this done. That was the reason why I had made the initial contact with the Bett** ******** *****u. At this point I would just like to have some type of compensation done and I would be happy with that

  

  Business Response

  Date: 12/23/2024

  On December 12th, *****y called and left a voicemail for ****y to call her back. He did call and it was agreed that it was settled for $60 for the table, desk, and handle. This case is considered closed as ****y agreed to $60 settlement.

   

  Thank you,

   

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

• Initial Complaint

  Date:11/15/2024

  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.

  Hired Black Belt to move from one residence to another within Omaha. They damaged two pieces of furniture. Per their requirements, I submitted the claim within a week, and sent photos of the damage. It took months for them to respond, and then they only repaired one piece. I was willing to settle for a minor fix of the other piece, which they drug out for a year, mostly by ignoring my phone calls and emails. When they finally answered and refused, I decided to pursue the complete refinishing/repair which will cost them way more. I strongly suggest avoiding this company. Absolutely terrible

  

  Business Response

  Date: 11/18/2024

  Customer had told our claims department that she did not want us to pick up the pieces to be repaired. She stated she had the dining table repaired already and we sent wood services out to repair the damage to her desk. He would have also done the table but she said she had it done.

  Customer Answer

  Date: 12/17/2024

  Complaint: ********
   
  
  I am rejecting this response because:  My table was significantly damaged, I submitted photos, and the major damage remains unrepaired.  Black Belt needs to pick up the table and take have the specialists completely refinish the top surface.
  
  
  
  Sincerely,
  
  
  
  **** ******

  

  Business Response

  Date: 12/18/2024

  To Whom It May Concern,

  We received another email from ****, which the shop manager to. This is what the email back to **** read, "Unfortunately, since you took it upon yourself to have the table repaired and asked us to fix the desk, the claim was closed after that. The estimate for the repairs that you had done would have needed to be approved prior to the repair. The insurance option that you selected on the day of your move was our basic insurance. That covers $0.60 per pound per item. With that said, I can issue a $60 check for the table based on the weight of 100lbs. This claim will not be reopened. Please let me know where I can send the check to".

  Please consider this case closed. We are getting no where on this. If **** wants the $60 for the table, please have her respond back to the email the shop manager sent to her.

  Thanks,

  Black Belt Movers

• Initial Complaint

  Date:02/20/2024

  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.

  Used Black Belt in 10/2023 for move from Lincoln to OMA. Included driving to and from Lincoln, dealing with high conflict situation, moved MORE than moved on 2/1/24 (have sold multiple items the crew moved), took LESS time & cost less. Move on 2/1 was from 1BR apt–should not have taken over 8 hrs. All was boxed/ready to go. My 56 yo mom moved boxes to vehicles & took things down to the parking lot for them to load. There was a lack of urgency to get this move done. Claimed to take a 15 min lunch-we were able to drive to the new home and unload 2 SUVs prior to their arrival. Move in 10/2023 included drive time and was done in 6.5 hrs.
  This move was exhausting and taxing on my son-my mom had to leave so he could take a nap at 3:00pm-Movers were not even half done emptying the truck. Move should've been done by then.
  Lack of urgency and the decline in attitude once arriving at the new place is unacceptable (they were complaining about the number of steps they had taken during the move-22,000 steps).
  Did not have tools. Used bark from mulch at apt to prop open doors-which was left on the floor in hall outside of apt. Couldn’t get crib in room so left it in the dining room claiming that they didn’t have tools to take it apart (made comments at old place that they were happy crib fit through the apt door because they hate when they have to disassemble/reassemble). Were not going to reassemble the kitchen table (legs taken off to get in door) until asked; only hand tightened bolts. Were not going to reassemble the bed frame until asked & didn’t assemble it properly. I had to take the king size mattress/box spring off & reassemble.
  Was not going to tip them. Driver asked how I planned on tipping them. At that point, I just wanted them gone. I didn’t have cash/they didn’t have ****** Told them I'd have to add tip to bill and the driver advised that they preferred cash. They were annoyed that I put tip on bill–so they threw trash from truck on street in front of house.

  

  Business Response

  Date: 03/14/2024

  Our shop offered a $500 refund to the card that was used to pay for the move. The customer stated that she'd prefer $600 but $500 is acceptable. We are looking into an issue with the refund and should have that fixed very soon.

   

  Thank you,

  Black Belt Movers

  Customer Care Team

• Initial Complaint

  Date:03/27/2023

  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.

  We hired black belt movers to move us from our residence to another residence.
  We requested 2 trucks and 2 crews.
  The day of the move, they showed up with 1 truck and 1 crew. We were highly disappointed at this and ask the lead driver to call and ask for help as we knew we had 4 bedroom house and they wouldn't be able to finish the task alone. The driver call and was told by his supervisor that they have no one to come help.
  They arrived at 8:30 in the morning and at 6:30 we had to finally let them go due how tired they were and the amount of damaged that happened to our house and our belongings.
  They damaged our bedroom furniture, put the beds together the wrong way. left parts to the bed at our old house and we had to have our daughter go pick up the parts so they could put the bed together.
  They put a hold in the wall at our old house, they marked up our walls and damaged the door frame on our new house. They broke the glass shade to the light going down the stairs. We had to rent a ***** and finish moving ourselves the next day due to them not sending the proper crew.
  when we reached out to them to for repairs, they sent a guy with furniture markers to "fix" the issues. We had to order a new glass shade and it came in a couple of weeks ago -- they told me they would pay for that if i sent them a receipt -- i have sent the information 3 times and they will not get back to me on the reimbursement. I am highly disappointed with the service they provided, the lack of customer service and how they are treating us.
  The least they can do is send me a check for the lamp shade they broke.
  They refused to repair any of the other items that were damaged as they said their insurance covers them to only cover up the scratches if they are made.
  Sadly, I have used this company 3 times and have referred them multiple times and will not be a returning customer..

  

  Business Response

  Date: 04/04/2023

  To whom it may concern,

  
  In reviewing information regarding this customer for the complaint we found the following.  On October 7th, the first contact from the customer, she wanted to make a complaint on her service and refused to fill out our customer care form (the standard process that MUST be completed for damages to be resolved, but we attempted to resolve these issues regardless) and that there was also some broken furniture and wanted a manager to call to discuss the issues. The customer stated, she would post reviews, BBB and call * *** ****. That same day, the shop manager emailed the customer acknowledging the complaint and damages. They asked the customer to provide her with the items that were damaged and to send photos of the damages. On October 9th, we received the submitted photos and added the information about the damaged entry door and the light fixture. October 11th, the shop manager reached out to let the customer know we did receive the damage photos, but she mentioned that it was difficult to make out what the damages were. She asked if we could send our vendor out to look at the damages, to which the vendor came out and fixed the damages (including the hole/holes in the wall) on October 29th. No other communication letting us know the damages were NOT resolved, was received until March 27th, when the customer sent an email to the shop manager stating, “Please see the attached for reimbursement for the glass on the light fixture that was broken on our move day in October. I have sent 3 previous emails and I am not getting a response from your company and am Highly Disappointed with your lack of customer service and follow through. If I don't get a response by Friday, I will reach out to the better business bureau and place my complaint with them”. The customer submitted the BBB complaint that same day without giving our shop manager a chance to let you know a check would be sent. After doing some digging, the first time we received a copy of your receipt for the broken glass shade was March 27th, this was sent to the shop manager via email and also you have uploaded in the complaint on BBB. I spoke with the Damage Coordinator and shop Manager, and she is sending out a check for the reimbursement of the broken glass shade today.
  As for the crew size, while we do our best to send out the correct number of trucks and crew members, there are times that a crew member that was assigned to that move was ill, had a family emergency or transportation issues, all of which we have no control over. In this case, we had a driver out sick and unfortunately, did not have any other driver’s available.
  
  We do appreciate the customer for being considerate of the crew’s physical and mental state as they had worked a long day, typically under normal circumstances, the cut off time for moves is 5 pm.  Our crew continued to work after this time in an attempt to complete the customers move.   
  We apologize that parts for the bed frame were left at the house, which could be why the bed was not reassembled correctly, however, it is practice that we do a walkthrough with our customers to ensure everything was gathered. According to the shop manager, a walkthrough was completed, and signed off by the customer saying the house was clear or they were aware of anything left behind. 
  Thank you for opting to go with our company 4 times in the past, we are sorry you had a poor experience this time around.  We hope that we can assist you in any future moving needs you may have and that the one poor experience does not outweigh the 3 great ones.

  Customer Answer

  Date: 04/05/2023

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

  we never completed a walkthrough of our prior house as i mentioned before we had to rent a ***** for the weekend and complete the move ourself. 

  also, as I mentioned, my daughter went back to get the bed pieces and the guys put the bed together incorrectly after having these pieces. 

  I received my check and i am still very disappointed as how i was treated as a customer  -- not worth the $***** i spent. 

  Attached is my original emal to them on 2/24 requesting reimbursement for the broken glass -and my follow up with no response - it wasnt until i threatend to reach out to the BBB did they respond. 

  yes, in my email i said i would wait until friday, but i deicded i had already waitinged a month and so i proceeded to make the complaint.   After the BBB notified me that you had notified black belt, it was then i got the response that they would put a check in the mail. 

   

  Anyway, it's over now -- they lost a permanent customer, and they need to remember that when a customer has a good experience, they may tell a friend or 2 but when a customer has a horrible experience, they tell 10 people. 

  We moved to a new neighborhood and people building around us have asked us for us referral for moving companies and I have shared my experience with black belt.  In addition to that our insurance agent asked us for feedback regarding our movers as when people move, they ask him for references and I shared my concerns regarding black belt with them. 

  to them, I was a pain ** *** *** customer, who has nice things and wanted them to arrive to my new home as nice things and in the end, they have lost out on 8 people that i know have not reached out to them for quote. I hope it was worth it to them. 

   

   

   

   

   

  
  
  
  Sincerely,
  
  
  
  Paula *******

  

  Business Response

  Date: 04/07/2023

  To Whom It May Concern:

  After a move is complete and before the crew leaves, the crew leader goes over the Bill of Lading with each customer. The customer initialed in the box next “I confirm that a walkthrough was completed at the Load/Unload/In-Home Address(es)” in the Pre-Move Agreements section. She then initialed next to the box, “I confirm that a walkthrough was completed at the Unloading Address(es)” in the End of Move Agreements section.  She also signed at the bottom of the Bill of Lading, which is attached to this response.

  
  The customer stated that she attached the original email to her response but there was not anything attached that shows an email she sent on February 24th. We are happy to hear the customer received her check for the broken glass, which was sent out once we received the photos of the receipt for the replacement of the glass on March 27th.

  
  We would like to apologize once again for the poor experience you had with this move, however, please do not let one bad experience trump the three other moves we had done for you in the past, ones where your experience was so great that you had referred us to friends and family. 
  
  

• Initial Complaint

  Date:09/14/2022

  Type:Customer Service 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.

  Black Belt movers was hired to move my furniture/belongings on June 3rd 2022
  I paid $**** (via credit card) on 6/3/22 for the moving services - Payment cleared on 6/6/22
  I notified the movers, while the were still present at my home, of damage to my furniture. They provided instructions on how to file a claim. I filed a claim the following weekend & have yet to have my problem resolved.
  Damaged items include:
  TV stand - NOT repaired/replaced
  Washing Machine- NOT repaired/replaced
  Flooring - REPAIRED
  Drywall - NOT repaired
  
  Black Belt acknowledged my claim and advised that they would need to get some further information on my TV stand & Washing machine, then would be in contact to resolve - To date, my claim for furniture damage has not been resolved
  
  I have sent 12+ emails requesting assistance & am still awaiting a response
  

  

  Business Response

  Date: 10/14/2022

  Business Response /* (1000, 8, 2022/09/26) */
  Hello Sunshine,
  
  We have actively been working to try and get this resolved for you. We appreciate your patience as we've worked to resolve the issues expressed during your move. Unfortunately, like most companies, the labor market has been difficult to staff from, and this has caused many of our managers to work in the field, putting us behind in the office in getting timely responses and resolutions. We apologize these issues caused a delay in resolving your damage, which we should have done a better job about communicating that to you.
  
  We did speak directly with the claims specialist today and they notified us they will issuing you a check based on approved amount by the insurance in regards to the weight of the washer, and tv stand. We have also reached out to one of our vendors, **********, to repair the damaged drywall. We do apologize for any inconvenience this has caused for you and look forward to getting it resolved with you in the near future.
  
  
  Consumer Response /* (2000, 10, 2022/09/29) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you for the response, I appreciate the update. I can confirm that I have since been contacted regarding both matters (damaged furniture and drywall repair). I look forward to resolving this matter.