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:01/10/2023

  Type:Order Issues
  Status:

  UnansweredMore 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.

  In May 2022, I researched and selected ******** ********* ****** * ******* as my movers of choice to move my belongings from Alexandria, VA to Miami, FL at the end of August. They never informed me they were only a broker and not the actual mover. The move was scheduled for Aug. 25-26, but on Aug. 24, a different moving company from New Jersey by the name of Pack Master Movers called to confirm they were my movers, subcontracted by ******** ********* ******* and would be at my home the following day at 9 am. They did not show up and instead showed up late on Friday morning, Aug. 26. LA, their foreman, took a look in my apt. to announce I had “way more” than 500 cubic feet and they would be issuing me a revised contract, charging me extra for material and close to $1,000 for long-haul carry and shuttle service because they claimed my building didn’t accommodate for their regular truck -- this is false, my building does accommodate for that. In all, LA estimated I had about 835 cubic feet of goods rather than the 500 ******** ********* ****** quoted me originally. This resulted in an unexpected overage of more than $3,000 which I had not budgeted for. After packing and loading my belongings, Pack Master Movers left me a revised bill of lading but no itemized inventory for accountability of how many boxes they actually packed & loaded or an accurate weight estimate. They required I make a second installment by cash app for $2,300. The contract stated 7-10 days to deliver in Florida, but Pack Master Movers delivered via another subcontracted team on Oct. 3, MORE THAN SEVEN WEEKS LATER, with many items being lost in transit or severely damaged. They also required cash or USPS money order payment -- despite FMCSA's website warnings against entities demanding cash payment. I submitted a claim for the loss and damage of my belongings, worth thousands of dollars & got a settlement for $100. Pack Master Movers is nothing but a lying, scamming company of thieves.

• Initial Complaint

  Date:11/09/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Order #Y472238jk Pack Master Movers Agreed on a move from ** to ** at $4397. Deposits=$934.33 and $1005.00 Balance $2457.67 Pick up in Indiana ** from storage 5/28/2022 paid $1800 cash as expected but took a check for $797. from my sister who was on site and was caught off guard at request for more money Now the movers have collected $4536.33 ($135.33 over agreed price)June 1 2022 delivery day in ** the movers will not deliver until they are paid $1799. Lots of back and forth with a ******* and a ***** FINALLY they do the math and agree to refund the $135.88 and deliver the load Had 1 issue with a missing piece to a shelving set - got 3 of the 4 legs rendering the unit unusable. Requested either the missing 1 leg or replace the unit (approx $125 from Costco)NOVEMBER 2022 - I inquire on the status of this claim - after 2 requests I receive a settlement letter stating that Pack Masters will send me $75. for my troubles.I find it unacceptable - they were unprofessional and dishonest. I think they should send me $260,88 to ************ what they owe me.

• Initial Complaint

  Date:10/25/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 damaged my belongings and caused damage to my new home which is a rental that I will lose a security deposit because of. Items were broken, gouged wood on a dresser and table, broken glass on pictures and many broken glasses dishes and other objects

• Initial Complaint

  Date:07/21/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Pack Master Movers was contracted to pick up and deliver my things. They picked up on June 11th quoting me a higher price than initially agreed upon after showing up 4 hours late (so their office was closed to dispute this price hike). Due to them threatening to leave without picking up my stuff, I paid the $2392.08 (I had paid $795.55 in January and paid the remaining $1596.53 that day which included the $598.02 that would have been due at delivery after getting a cash advance from my parents). I called Monday (June 13th), as they were closed on Sunday, and they "resolved" the issue by giving me an $80 credit for delivery that would be given to me in cash or check if not used at time of delivery. On June 26th, the delivery driver told me that he would deliver to me the next day (Monday). We went over the logistics and he stated that there was an elevator charge and that he would need to charge me for a shuttle to bring my things to the place of residence. Per my contract, there is not supposed to be an elevator charge and my place of residence is able to accommodate 72 ft 18 wheelers for loading and unloading. I told him this (and even had my building manager speak to him) and he then refused to deliver to me stating I wanted "too many free things." He then told me that I would have to come pick up my stuff at a particular location. I had to rent a UHAUL and pick up my things and move them in myself. I also have yet to receive my $80 owed and am being told that my delivery has been completed. I have been in contact with Pack Master Movers since June 27th and nothing is getting done. Last contact with them was today (7/20/22) and was told the same thing I am always told which is "I will speak with the manager and see what we can do." I am requesting the $80 owed as well as the $589.02 since my belongings were not delivered to my place of residence and I had to rent a UHAUL, pick up my things, and move them in to my apartment myself. Order #: Y4722371