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:03/14/2025

  Type:Order 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.

  When I contracted with this company I was upfront from the beginning I had an upright piano among the items I needed moved. They assured me it wouldnt be a problem and I paid $150 for it. I was informed AFTER signing every thing when the movers were only about an hour away from the destination it was an additional $150 to move the piano upstairs as the apt is on the 2nd floor. I paid the fee, but then the movers refused to move the piano, citing it wouldnt fit (later this was proven to be untrue because we moved the piano ourselves and it fit just fine). I tried to motivate the movers to at least TRY to move it in but they refused saying they measured and it wouldnt fit. The first movers who loaded my things moved it just fine with no problems. I called the *** and was transferred to the manager, ****. He explained they were worried about damage and I said I wouldnt hold them liable so he was going to call the driver. When he called me back he said it was actually $600 for the piano and not just the $150. I tried to negotiate with him and he wouldnt budge. Stating the error was all on my part for not disclosing the stairs and they wouldnt move the piano without me paying the several hundred dollars and signing a waiver. I fought with him explaining its his job to ask clarifying questions to ensure they have all the information necessary but he insisted it was my fault, even though he admitted they assumed it was a 1st floor house based on the address. I asked for his manager and he told me there wasnt anyone. I reminded him he reports to someone and asked to speak to them and he said they werent in and wouldnt give me any information. He asked me if I was going to pay or not and I asked for time to talk about it with my fianc and he said he was done playing games with me, was going to tell his drivers to not move the piano and then ended the call. The way I was treated was inexcusable.

  Business Response

  Date: 03/14/2025

  Dear ******,

  We sincerely regret any frustration you experienced regarding the piano moving service and appreciate the opportunity to address your concerns.

  Our pricing and policies for specialty items, such as pianos, are based on industry standards and factors including weight, complexity, and access conditions. While we understand that you disclosed the piano during booking, the additional charge for moving it upstairs was due to unforeseen logistical challenges. We apologize for any miscommunication regarding this fee.
  Regarding the movers' refusal to move the piano, our team makes these decisions based on safety and risk factors to prevent property damage or injury.

  We value your feedback and take it seriously. If you would like to discuss this matter further, please contact our customer service team during normal operating hours. We appreciate your time and regret any inconvenience caused.
  

  Best regards,

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

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23064495
  
  I am rejecting this response because: I was treated so disrespectfully by both the driver and the manager ****. I deal with angry customers for my job and even with the number of times Ive been yelled and screamed at and called names, the way they treated me was worse than all those instances. **** wouldnt even let me pay the extra fee because he said I was playing games with him when all I wanted was time to talk it over with my fianc. The driver said the piano wouldnt fit. Which it did. If he had just tried in the first place so much of this wouldnt have happened. It felt like laziness from the movers because they just didnt want to do the piano. I was put through a horrible ordeal and the communication from start to finish left much to be desired. I dont feel a basic apology and blaming it on safety is enough in this matter. 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 03/14/2025

  Dear *******,

  
  We sincerely regret that your experience with our team did not meet your expectations, and we apologize for any frustration caused. We strive to provide professional and respectful service, and we take your concerns about communication and treatment seriously.
  Regarding the piano move, we understand how important it was for you and that you feel the situation could have been handled more effectively. While our crews make safety-based decisions, we recognize that clear communication and customer service are just as critical. We will be reviewing this matter internally to address any training or process improvements needed. We appreciate your feedback.
  

  Best regards,

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

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23064495
  
  I am rejecting this response because: I appreciate that you are going to investigate internally with the employees involved. However you have yet to inform me how you are going to make things right with me. What are you going to do to make it right for me after being treated the way I was?
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 03/20/2025

  Dear Ms. ******************** you for your continued patience as we work to address your concerns. We sincerely regret that your experience did not meet your expectations and understand how frustrating this situation has been for you.

  We want to acknowledge your dissatisfaction regarding the handling of your piano and the way you felt you were spoken to during this process. Our goal is always to provide professional and respectful service, and we truly regret that you felt otherwise. Please know that your feedback has been taken seriously, and we are actively reviewing our internal processes to ensure that situations like this are handled better in the future.

  As a gesture of goodwill and in recognition of your frustration, we would like to offer you a $150 refund for the piano fees. While we understand this does not undo the inconvenience you experienced, we hope it serves as a step toward resolution.

  Please let us know if you are open to this resolution, and we will process the refund promptly. Again, we apologize for any distress this situation has caused, and we appreciate the opportunity to make things right.
  

  Best regards,

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

  Customer Answer

  Date: 03/24/2025

   
  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. Thank you so much to the business for the refund of the $150!
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:12/04/2024

  Type:Order 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.

  July 9, 24 US Safe Moving LLC MC: ******** US DOT: ******* loaded up our belongings. The movers were excellent. They brought 2 trucks because their sister company had no regards to our inventory or count I gave them. I complained to the boss at US Safe Moving regarding that final cost and he called the owner of the sister company company, he was told that the lowest he would go was $18,788.00 but in the end it again got increased to $21,609.00 an increase of $2821.00. I paid them by check at their request of $10, ******. When the driver came to our new home, it became my worst nightmare! The driver told me to go to the post office and get the money order upon calling the post office, I was told that I should call the Police and that they would not give that much in money orders. I went to the nearest *******, the lady called the manager and he wanted to call the Police. I left and drove 2 hrs to ******* to take the money out of my Mothers checking acct. I had to call ahead of time and request $10,****** in cash, I was asked again about the situation and I explained that I had to pay the movers. I took the cash and drove back 2 hrs. I did not realize that no one would actually give me a money order for such a large amount, I listened to the directions that was given to me by Professionals. When I got home the driver was so angry and said I should never had said it was for movers, I explained that was the truth. He got the money and the men started to unload. All the Damage! Since the movers packed our belongings in 2 trucks, others moved everything into a semi. These people did not care at all. I have 62 photos of the damage and filed a claim with US Safe Moving Claims but they go by weight and offered me ***** and ****** I refused. I requested in several emails to explain how they got their weight and that I have all the broken items as proof. I will be filing a complaint against the ************ next and to any and all other Departments that I could!

  Business Response

  Date: 03/05/2025

  Dear *******,

  
  Thank you for reaching out to share your experience with us. We truly appreciate the time you took to detail your concerns, and we sincerely regret the frustration and stress this situation has caused you. Moving is a significant event, and we understand how difficult it must be to deal with unexpected costs and damages along the way.
  We hear your concerns regarding the final cost adjustments and the challenges you faced during payment. Please know that we take your feedback seriously and appreciate your patience as we work through this matter. If there is anything further we can do to assist you or clarify any part of the process, please do not hesitate to reach out. We are committed to providing support and ensuring that your concerns are addressed as fairly and transparently as possible.

  
  Best regards,

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

  Customer Answer

  Date: 03/05/2025

  Paperwork with final price is the original and first photo.  The complaint was in two parts, one in charging additional amount of $2821.00 after a call was made to the owner ****** and he stated the lowest will be $18,788.00, which is what I should be paying if the owner is taken by his word and integrity. 

  Second, are the conversations with the person from the Claims Dept.  She was the middle person between me and their Help Desk for moving claims.  I have 50 plus photos of damages and was offered ***** and 125.00.  Neither price would pay for my missing rug shampooer, let alone damages to four stained glass lamps, one antique rocking chair, a cuckoo clock from when my husband was in the Army in *******...etc.  to no avail!!!

  I

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22637495
  
  I am rejecting this response because: 

  Paperwork with final price is the original and first photo.  The complaint was in two parts, one in charging additional amount of $2821.00 after a call was made to the owner ****** and he stated the lowest will be $18,788.00, which is what I should be paying if the owner is taken by his word and integrity. 

  Second, are the conversations with the person from the Claims Dept.  She was the middle person between me and their Help Desk for moving claims.  I have 50 plus photos of damages and was offered ***** and 125.00.  Neither price would pay for my missing rug shampooer, let alone damages to four stained glass lamps, one antique rocking chair, a cuckoo clock from when my husband was in the Army in *******...etc.  to no avail!!!

  I

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

  Business Response

  Date: 03/06/2025

  Dear *******,
  Thank you for reaching out regarding your concerns. We understand the frustration that can come with unexpected charges and claim resolutions.
  Regarding the valuation of your missing and damaged items, the standard coverage provided with your move is $0.60 per pound, as per federal regulations. Since additional insurance was not purchased, the claims company assessed the value of your missing items based on this standard valuation.
  Additionally, the charges associated with your move were agreed upon and signed off on prior to service completion. We acknowledge that this situation has been difficult, and as a one-time courtesy,we are able to offer you a $200 refund in an effort to provide some resolution.
  We appreciate your understanding and regret any inconvenience this has caused. Please let us know how you would like to proceed with the refund.
  Sincerely,
  ******* *******

  Customer Answer

  Date: 03/06/2025

  I watched as your moving crew packed 2 trucks meticulously and with thought and care!  I so applauded them and catered with water and followed cleaning up after them. Therefore, I did not feel the need to add on additional insurance.  The reason why here was 2 trucks was because the inventory kept being incorrectly listed which I fought with that person on several occasions, who would not accept photos of what was being loaded.  I was never told that there would be another crew that would dismantle these 2 trucks without rhyme or reason.  They just tossed all our personal property on another truck and even the driver and the men that came from ******* to unload were so embarrassed and apologetic.  I cried while they unloaded all the damage!  I have at least 50 photos and still have all the damaged items.  I even requested a weight from your claims **** to compared to the actually items.  It is not fair that you can damage personal property, family heirlooms and antique stained glass lamps and not be held accountable.

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 22637495
  
  I am rejecting this response because: I watched as your moving crew packed 2 trucks meticulously and with thought and care!  I so applauded them and catered with water and followed cleaning up after them. Therefore, I did not feel the need to add on additional insurance.  The reason why here was 2 trucks was because the inventory kept being incorrectly listed which I fought with that person on several occasions, who would not accept photos of what was being loaded.  I was never told that there would be another crew that would dismantle these 2 trucks without rhyme or reason.  They just tossed all our personal property on another truck and even the driver and the men that came from ******* to unload were so embarrassed and apologetic.  I cried while they unloaded all the damage!  I have at least 50 photos and still have all the damaged items.  I even requested a weight from your claims **** to compared to the actually items.  It is not fair that you can damage personal property, family heirlooms and antique stained glass lamps and not be held accountable.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 03/07/2025

  Dear *******,
  

  We are truly sorry to hear about the damages that occurred during your move. While we strive to handle every move with the utmost care, unfortunately, damages can sometimes happen. Regarding insurance coverage, it must be purchased at least two days before your scheduled pickup date, as outlined in the paperwork you signed at the time of booking. We understand this may be frustrating, and we genuinely wish we could offer more. However, based on the valuation coverage in place, the maximum compensation we can provide is $200.

  If you have any further questions or would like to discuss this matter in more detail, please dont hesitate to reach out to our office during normal business hours.
  

  Best regards,

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

  Customer Answer

  Date: 03/07/2025

  Dyou not see the seriously of the damage created by your employees?  Is there a denial with blinded eyes?  Look at my Granparents rocking chair, look at my antique stained glass lamps...just look!

  Whether I purchased additional insurance or not, the fault still lies in your company standards!  How can you even look at these photos and not understand the horrible situation that you have Created.  Let alone the personal loss of cherished keepsakes and family heirlooms, all demolished by the hands of your employees.  I really can not fathom how you would react or even handle yourself if this was you.

  It truly is an appalling and ugly situation to be left in.

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22637495
  
  I am rejecting this response because: 

   

  Dyou not see the seriously of the damage created by your employees?  Is there a denial with blinded eyes?  Look at my Granparents rocking chair, look at my antique stained glass lamps...just look!

  Whether I purchased additional insurance or not, the fault still lies in your company standards!  How can you even look at these photos and not understand the horrible situation that you have Created.  Let alone the personal loss of cherished keepsakes and family heirlooms, all demolished by the hands of your employees.  I really can not fathom how you would react or even handle yourself if this was you.

  It truly is an appalling and ugly situation to be left in.

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

  Business Response

  Date: 03/12/2025

  Dear *******,

  
  We understand your frustration, and we sincerely regret the damages that occurred during your move.
  Based on the claims valuation included with your move, which provides coverage at $0.60 per pound, the maximum eligible refund is $200. This amount has been determined by the claims insurance.
  If you have any further questions, please feel free to contact us during normal business hours.
  

  Best regards,

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

  Customer Answer

  Date: 03/13/2025

  If you have no idea of the extent of all the damage that was created by your employees, how can you even begin to come up with a weight and an amount?  

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 22637495
  
  I am rejecting this response because: If you have no idea of the extent of all the damage that was created by your employees, how can you even begin to come up with a weight and an amount?  
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 03/13/2025

  *******,

  We understand that damages during a move can be frustrating, and we sincerely regret any inconvenience this has caused. While we take every precaution to ensure a smooth relocation, unfortunately, items can sometimes be damaged in transit. Please know that we are committed to addressing your concerns in accordance with the terms of your moving agreement. Our claims process follows standard industry regulations, which base compensation on the weight of the damaged items, as per the valuation coverage selected at the time of the move.

  If you have any further questions or require assistance with your claim, feel free to reach out during normal business hours. 

  Best Regards,

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

  Customer Answer

  Date: 03/13/2025

  I totally understand, but you are reading my comments...How can you give a total to disburse for damages if you do not know what the damages are and or the weight?

  Feel free to call me regarding this matter because I believe we need to discuss this person to person!

  All my info is already documented with your company.

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 22637495
  
  I am rejecting this response because: 

  I totally understand, but you are reading my comments...How can you give a total to disburse for damages if you do not know what the damages are and or the weight?

  Feel free to call me regarding this matter because I believe we need to discuss this person to person!

  All my info is already documented with your company.

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

  Business Response

  Date: 03/14/2025

  Dear *******,

  
  You will need to file a claim, as you stated you did already and they offered you $75 and $125. If you would like to refile the claim, I can arrange for someone from our claims department to contact you and guide you through the process. Other than that there is not much more we can do. 
  Please let me know how you would like to proceed.

  Best regards,

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

  Customer Answer

  Date: 03/14/2025

  It is very sad that you are able to get away with all the damage and loss of personal property and not have the integrity to stand behind your useless employees.

  No need to file another claim that doesn't resolve anything.  I have the proof in photos and the actual physical evidence so I am not stopping here nor with the *****.  I will continue to pursue this matter in any direction necessary!

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 22637495
  
  I am rejecting this response because: 

  It is very sad that you are able to get away with all the damage and loss of personal property and not have the integrity to stand behind your useless employees.

  No need to file another claim that doesn't resolve anything.  I have the proof in photos and the actual physical evidence so I am not stopping here nor with the *****.  I will continue to pursue this matter in any direction necessary!

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

  Customer Answer

  Date: 03/17/2025

  I am not satisfied that this situation but not due to the BBB and their efforts to be an intermediary, but because the company does not belong in business and unfortunately in business by taking advantage of people and without conscious.  The loss and damages that my family have suffered by their hands are overwhelming to say the least.  This is my closing statement, thank you BBB

• Initial Complaint

  Date:12/02/2024

  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.

  US Safe Movers was used as the carrier for moving our 1 bedroom apartment from ********** to **************. They were sub-contracted by our broker, Safebound Moving, as the carrier to represent them. The nature of the dispute is poor customer service. On 11/14/2024 I spoke with the business about a mix-up regarding the pick-up date and had a terrible interaction with the general manager, ********* ******* aka ****. **** was observed to be rude, unprofessional, argumentative, unapologetic, dismissive, and constantly interrupted and spoke over **** contacted the broker to advise of this poor interaction. The broker contacted the business and inquired about this interaction. The business did not call back to apologize or seek to resolve the issue.

  Business Response

  Date: 03/05/2025

  Dear *********,
  Thank you for reaching out and sharing your experience with us. We sincerely regret any frustration or dissatisfaction you encountered during your move. Providing professional and respectful customer service is important to us, and we apologize if your interaction did not meet those expectations.

  We understand how important clear communication and professionalism are, especially during a stressful process like moving. We appreciate you bringing this matter to our attention, and we will be reviewing your concerns internally to ensure that every customer receives the courteous and attentive service they deserve.

  While we appreciate that you contacted the broker regarding this matter, we regret that you did not receive a follow-up from us. If there is anything we can do to help address your concerns or clarify any part of the process, please do not hesitate to reach out. We value your feedback and appreciate the opportunity to improve our service.

  Best regards,

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

  Customer Answer

  Date: 03/05/2025

   
  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:11/01/2024

  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.

  On 08/21/2024 delivery of my household goods was completed from *********, ** to *********, ******* to my home. Goods were stored in ********* for several months (6 months) prior to delivery. Upon delivery damage to several items were uncovered by the driver and household owner. I am trying to obtain damage recovery to pay for those damages which were numerous including art-deco and antique items. I received the Claims Form which I have spent ***** hours trying to fill out. It is automatically rejected every time I fill out the form and send it in. I have asked for help and continue to get automatic responses to my question. Then I was asked to start sending in money to help with their forms. My computer hard drives were all damaged due to "rough handling" and I have spent approximately $500.00 for repairs so far. This does not begin to cover other damages. I am asking for payment for all damages. Photos are available.

  Customer Answer

  Date: 11/16/2024

  No I have not heard from US Safe Moving Company. I have also sent them a message regarding my concerns regarding the claims issue I filed with BBB.

  **** *****

  Business Response

  Date: 03/05/2025

  Dear ****,

  Thank you for reaching out regarding the damages to your household goods following their storage and delivery from *********, **, to *********, **. We want to sincerely apologize for the challenges you have faced throughout this process and for the frustration and stress it has caused you. Please know that we truly understand how important your belongings are, especially your antique and art-deco pieces, and we deeply regret the damage and difficulties you've encountered in filing your claim.

  We understand that completing the claim form has been time-consuming and frustrating, and we are truly sorry for any automated responses that may have made this process feel impersonal. Our goal is to ensure that you receive the support you need to complete your claim as smoothly as possible.
  As required by law, the claim form must be completed and submitted by you. If you need another copy of the claim form, we are happy to send it to you right away. Once your completed claim is submitted,the insurance company will carefully review it and determine the appropriate compensation for your damages.

  
  Please do not hesitate to reach out to us if you need any further assistance. We are here to help and can be reached during normal business hours at ************. We truly appreciate your patience and understanding, and we are committed to making this right for you.

  
  Warm regards,

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

  Customer Answer

  Date: 03/11/2025

  BBB

  Response to Complaint ***********

  In my opinion, there is no way US SAFE Moving company should ever receive a business license to operate from *********, ***The damage to my household items are estimated to be in thousands of dollars. I did write to US Safe Movers and received no response. I did call ******** and received no response. The standard answer by email was to complete the form as requested and on time. The damage to my computer was $500.. The damage to my Lazy-Boy chair was $300. The art deco lamp not repairable and went to the dump. The broken glass table top for the desk  is $1000.00, an estimate given to me by a glass company here in *********, *******. This does not even cover half of the permanent damage to my goods. There were not enough pictures to cover the damage. The money I spent to move and to store with ************** was thousands of dollars. I have moved international between three continents and never experienced so much as a broken dish. This move and the damage is intolerable and US SAFE Movers should not be allowed to continue business.

  In return, after completing the complaint for damages I was offered $122.00 total. I received a business form requiring my signature and to be notarized. It has never been cashed.I have no idea where the form went after I turned it into my bank.. Moving companies have an obligation and a duty to provide a safe and reliable service. US Moving Company has not done that.

  **** L *****

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22500995
  
  I am rejecting this response because: 

  BBB

  Response to Complaint ***********

  In my opinion, there is no way US SAFE Moving company should ever receive a business license to operate from *********, ***The damage to my household items are estimated to be in thousands of dollars. I did write to US Safe Movers and received no response. I did call ******** and received no response. The standard answer by email was to complete the form as requested and on time. The damage to my computer was $500.. The damage to my Lazy-Boy chair was $300. The art deco lamp not repairable and went to the dump. The broken glass table top for the desk  is $1000.00, an estimate given to me by a glass company here in *********, *******. This does not even cover half of the permanent damage to my goods. There were not enough pictures to cover the damage. The money I spent to move and to store with ************** was thousands of dollars. I have moved international between three continents and never experienced so much as a broken dish. This move and the damage is intolerable and US SAFE Movers should not be allowed to continue business.

  In return, after completing the complaint for damages I was offered $122.00 total. I received a business form requiring my signature and to be notarized. It has never been cashed.I have no idea where the form went after I turned it into my bank.. Moving companies have an obligation and a duty to provide a safe and reliable service. US Moving Company has not done that.

  **** L *****

  
  
  

  Business Response

  Date: 03/12/2025

  Dear Ms. ******************* understand your frustration and sincerely regret the damages you experienced during your move. We take all customer concerns seriously and strive to address them fairly and in accordance with the terms of the moving contract.
  Based on the claims valuation coverage selected with your move, compensation is calculated at $0.60 per pound per item, which is standard under federal moving regulations unless additional coverage was purchased. We recognize that this may not fully cover the cost of replacement, and we apologize for any disappointment this may have caused.
  Regarding your claim, our records indicate that a settlement offer of $122.00 was extended. If you did not receive the payment or if there was an issue with processing the notarized form, please reach out to us directly so we can investigate further. We want to ensure that any outstanding concerns are properly addressed.
  If you have additional questions regarding your claim, please contact us during normal business hours. We appreciate your feedback and regret any inconvenience this situation has caused.
  

  Best regards,

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

   

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 22500995
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 03/18/2025

  During my move on August 2024 with US Safe Moving I found numerous household items destroyed and beyond repair. I requested help from US Safe Moving by email, phone and written communication and never received a response or helpful information. To date I have paid out $500 for computer repairs due to rough handling, $300 for repairs to my Lazy-Boy chair, and a $1000.00 estimate to replace glass top for my desk. Those are just a few items broken or destroyed.
   How do you weigh or take a picture of a huge plate of broken glass covering a 30x60 desk top. How do you take a picture of a Waterford crystal bowl smashed to bits? How do you take a picture of a treasured crafted plate from the country of ****** broken into bits and pieces? How do I take pictures of numerous gouges in a beautiful red 5 drawer chest from *****? These are among some of the pieces that I could not include in the pictures sent previously.  Every hanger box of clothing was destroyed with clothing goods ruined. The amount of damage done to numerous household items does even begin to cover the original pictures that I sent. 
  My cost for moving and storage with US SAFE Movers is close to $10,000. The amount ($122.00) offered for damage and destruction of my household content is not acceptable.
  **** *****

  Business Response

  Date: 03/18/2025

  Dear **** *****,

  
  We regret to hear about the difficulties you experienced during your move, and we understand how frustrating this situation has been for you. We sincerely apologize for any inconvenience this has caused.
  Our claims process follows industry regulations, which base compensation on the weight of the damaged items, and compensation is based on the valuation coverage selected at the time of booking. We recognize that the standard coverage may not fully reflect the sentimental value of certain items, and we regret any disappointment this may have caused.

  Please let us know if you need help filing the insurance claim.
  We appreciate your feedback and want to ensure that your concerns are addressed as best as possible within the terms of the agreement.

  Best regards, 

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

  Customer Answer

  Date: 03/22/2025

   
  During my move on August 2024 with US Safe Moving I found numerous household items destroyed and beyond repair. I requested help from US Safe Moving by email, phone and written communication and never received a response or helpful information. To date I have paid out $500 for computer repairs due to rough handling, $300 for repairs to my Lazy-Boy chair, and a $1000.00 estimate to replace glass top for my desk. Those are just a few items broken or destroyed.
   How do you weigh or take a picture of a huge plate of broken glass covering a 30x60 desk top. How do you take a picture of a Waterford crystal bowl smashed to bits? How do you take a picture of a treasured crafted plate from the country of ****** broken into bits and pieces? How do I take pictures of numerous gouges in a beautiful red 5 drawer chest from *****? These are among some of the pieces that I could not include in the pictures sent previously.  Every hanger box of clothing was destroyed with clothing goods ruined. The amount of damage done to numerous household items does even begin to cover the original pictures that I sent. 
  My cost for moving and storage with US SAFE Movers is close to $10,000. The amount ($122.00) offered for damage and destruction of my household content is not acceptable.
  **** *****
  

  Business Response

  Date: 03/24/2025

  Dear **** *****, 

  Thank you again for taking the time to share your experience. We are truly sorry to hear about the emotional and financial impact this move has had on you. The damage to your household itemsespecially those with sentimental and irreplaceable valueis heartbreaking, and we completely understand how upsetting this has been. We empathize with the difficulty of capturing the full extent of the loss through photos or itemized claims as your cherished furniture carry more than just a monetary valueand we recognize that. Unfortunately, despite every effort made to handle belongings with care, the nature of moving does present a risk of damage. For that reason, we have a claims process and insurance coverage in place, to assist in resolving those unfortunate instances when damage does occur. We understand your frustration with the outcome of your claim. Our goal is to help in any way we can within the scope of the policy selected. We sincerely regret that this move did not reflect the standard of service you expected or deserved. Your feedback has been heard, and we remain committed to addressing your concerns as fully as possible.

  
  Warm regards,

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

   

  Customer Answer

  Date: 03/25/2025

   I reject the business response which is no response. Their responses are the same form letters which do not indicate any type of settlement. I am requesting a settlement of dollars based on the damage and repairs made to damaged goods under the care of US Safe Moving, **********

  **** *****

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 22500995
  
  I am rejecting this response because: 

   I reject the business response which is no response. Their responses are the same form letters which do not indicate any type of settlement. I am requesting a settlement of dollars based on the damage and repairs made to damaged goods under the care of US Safe Moving, **********

  **** *****

  
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:10/04/2024

  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.

  In the beginning I was quoted $2900 for the move cross country. Pickup date was supposed to be the 21st of May and didn't get picked up until the 22nd. At that time I was charged $750 more due to extra truck space for 82 boxes plus furniture. Contents delivered to ******* on the 26th of May, boxes were crushed, damaged, and broken open. Furniture had been dropped, disassembled, hardware missing off furniture, and broken as well as 28 boxes missing. Contacted US Safe Moving got no reply, contacted *** filed a complaint, 2nd attempt to US Safe Moving claims, spoke with a female agent (*******, ****) who took the information and was going to investigate and didn't hear back after 2 weeks. Contacted Claims again at US Safe Moving, spoke with ********** who was not informed of my claim and filed her own investigation. Once she found out I filed a claim with *** she refused to help me anymore. I sent pictures of damage to US Safe moving via email. In total I paid $4,689 to the broker Starline Vanlines I paid $,1600

  Business Response

  Date: 10/18/2024

  Hello,

   

  We will be following up with the dot complaint that was filed. Typically once that is filed and your seeking a resolution through them we cannot double file the claim. We will be following up with you shortly after we verify where we are at with the complaint.

   

  Thank you for your patience. 

• Initial Complaint

  Date:09/23/2024

  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.

  As s disability veteran they took advantage of me. Did an initial review and told me it would cost 5k. Then another person called he was th controller and added another 2k on the move. Then the movers showed up n said either another 5k or they were going to leave the additional at the previous address and I would have to figure out how to move the rest on my own. 7

  Business Response

  Date: 10/18/2024

  Hello,

   

  We apologize about your order please contact your broker that way they are able to explain your applicable charges and see what recourse they have that way they can help with providing your compensation. Your order was loaded at the same rate as your estimate. If there was additional cubic feet on the day of your move this will result in the price increasing since its subjective to the space occupied on your move and the rate provided by your carrier. I will be taking a look at your estimate that was provided to you on the day of booking as well as your bill of lading which would be the final and correct inventory utilized for your move.

   

   

  Thank you for your patience. 

• Initial Complaint

  Date:04/25/2024

  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.

  I need advocacy against this business that has severely mistreated me as a customer. The ********************** company called US safe moving Also, the company movingAPT. They must be working together. I dont understand how their business functions.From signing on with them, Their lack of integrity has cost me finances as well as my personal items and great stress. When I had my initial call with them, a man named *** told me he would be my point of contact from start to finish. This was not the case. As soon as I had given them my deposit, I could never get a hold of *** again. I was passed along from different person to different person. Never Getting clear or aligned answers.They promised to price match any company I found that competed with their services: However, after receiving payment In the form of a deposit, They refused to honor their word.After receiving my items from the move, I found many damaged and broken things. I went through the process of filing a claim with them, taking specific photos and providing them with everything they said that they needed. Things were dumped into boxes. I paid for their white gloves moving service. They Promised to pack my things up gently for me so that I could leave the state for work. The disrespect shown for my life is very clear in the photos that I have. I never received an apology for them, after telling them the state of my things. I requested compensation for the valuable items that were broken and damaged. The disrespect they have shown to me as a human is so sad for me. They clearly do not care about the people whose lives they are affecting. I dont want to be going to the Better Business Bureau, its costing me more of my time and peace of mind, but I am feeling so disrespected and taking advantage of in this situation that I am hoping that someone will advocate for me and make things right. There are over $1000 worth of damages to my things that I cannot replace. They offered me $.60 per pound of damaged items.

  Business Response

  Date: 05/08/2024

  Hello,

   

  Please allow us to speak to our insurance company in regards to your claim. Please advise that each order comes with a standard cargo protection up to .60 per pound. In some cases we are able to match the offer that the insurance has made. Please allow us the time to sit with management that way we are able to determine if we able to help alleviate due to the inconvenience. Our goal is to remain good faith with our customers. 

   

   

  Thank you for your patience

  Business Response

  Date: 05/08/2024

  Hello,

   

  We were able to get an additional $200 on top of the $60 that the claim has offered. This is in order to remain good faith. If you would like to accept this amount, please contact our office at your earliest convivence. Thank you.  

• Initial Complaint

  Date:04/22/2024

  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.

  When I originally booked via a broker in November of 2023 I was told that if adjustments were made to what I was estimating to move my ***** bill may be adjusted (up or down) and that the company would call closer to my move date in February to get a more accurate estimate of my belongings. My move date eventually moved up to the end of January and I was bringing less than half of what I originally told them. We had the phone call I expected and I described exactly what I was moving. So I was surprised when the company showed up (in an unmarked box truck) with the same total. I had to negotiate with the men loading my stuff to at least not nickel and dime me for every foot from the door of my apartment to the exit. Now here comes the next surprise. Once I get an exact arrival date of the truck, ** told by the driver delivering it is an eighteen ******* and they probably wont fit into my new neighborhood. The day before they arrive. Therefore either I have to pay AT LEAST $700 MORE for them to get a smaller truck and unload at my home, or I could rent a truck myself and theyd held me unload it for $400, or I could not get their help at all and theyd move into uhauls and personal vehicles in a ******* parking lot. Cue eye roll. I asked the driver to come look at the entrance to my neighborhood on the delivery day and he said the company looked on ****** maps and said he couldnt make it. If you can make that call based on ****** maps, then why not do it in NOVEMBER and not the day before delivery? Now its on me to figure out the cost and logistics of changing my plans IN ONE DAY. When I called the complain about this, customer service said I should brought up my complaint earlier - even though there is now way I would know. They also destroyed two bookshelves that cost exactly $150 each to replace. They offered me $60 but I had to sign and get notarized a contract to not complain, which I declined to do. Awful business.

  Business Response

  Date: 05/08/2024

  Hello,

   

  
  We apologize about the inconvenience upon delivery, we like to give customers the option on whether utilizing a shuttle (which is usually prices at a dollar per foot) or if they would like to avoid the shuttle cost we can meet them at the nearest accessible location. Please advise that on your estimate and on bill of lading it states that if a shuttle is needed upon delivery (meaning a semi cannot physically enter the delivery location or have 100 feet worth of parking). In regards to your damaged items we will be further looking into a solution with our insurance company in order to remain good faith.

   

  Thank you so much for your patience. 

• Initial Complaint

  Date:03/22/2024

  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.

  I moved from **************** to ******. I thought everything was fine until I started unboxing my things. I had a file cabinet that the back was broke inwards on the bottom corner and a wheel was missing (IMG_5792). IMG_5790, which is a dog gate, was missing an attachment to widen it + the 4 wall pressure screws ($20 replacement cost). The dog cage, which they listed in the delivery (IMG_5079) was never delivered, and upon emptying all boxes, I discovered this. This cost me $70 to replace locally, but I worked with them by using a reference for one on sale for $58.99 (IMG_5793). There was also a neon sign plug-in that they lost the adapter that converts the sign plug-in into a wall outlet ($20 replacement cost). The file cabinet costs $74 from ********** for the exact one I have is unable to be fixed since the smashing ruined the wood where the wheel goes in. The overall cost of replacement is $184 out of pocket. I reached out to them via phone call, and spoke with a woman named *****. She reviewed the images I sent and reached back out with an offer of $70, plus being able to go through the insurance, which will provide $0.60 per pound of each item. These items probably weigh 25 lb file cabinet + 15 lb dog gate + < 1 pound in cords and screws = 40 lbs = $24 of insurance cost support. I was willing to settle with this initially, until the unresponsiveness came.2/18 - I call, left vm 2/22 - I call, get ***** 2/22 - I sent details to US Safe Moving via e-mail/offer made of $70/asked for $100 2/23 - US Safe Moving e-mail stating they'd follow up 3/04 - I follow up asking for a response 3/09 - I called, reached ***** - she said she'd get back to me by 3/12 3/14 - I called, left vm 3/19 - I called, left vm 3/21 - I called, reached ***** 3/21 - I confirmed address for $70 My issue is it took 1 month, and several calls/emails from me, and no accountability on their end. just excuses. I have a life too. The delivery movers said the guys who packed it did it wrong.

  Business Response

  Date: 03/25/2024

  Im sorry for the damages incurred to move once again. We are still looking out for any missing items in the warehouse if something does come up then gladly we will be sending it back at no charge. We did have the signed waiver of the full replacement value form. Customer agreed to 60 cents per pound per article which he would have not gotten anywhere near the amount he says it cost but we did decide to offer him a check that would give him at least more than what the claims department would have offered. I attached the emails that we did in fact have conversation's including over the phone. we do respect that you do have a life and were sorry but our process does take some time thankfully we have a lot of customer to attend and its very difficult to focus on just one when were trying to do the best we can for all our customers. id like to thank you for your patience and unfortunately there is nothing we can do to fix your bill. 

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21468245
  
  I am rejecting this response because: regardless of having several customers to tend to, you made several commitments, dropped the ball on every one of them, and your customer picked up the extra effort. And then you blamed it on technical issues with email, which was a lie because she knew she messed up and didnt follow through. I left several voicemails & multiple emails and never received a response until I continued to press the issue. Every time I called the greeting was the business name followed by immediately placing me on hold for 10 minutes. You also didnt acknowledge that your own movers quoted that the packing group didnt do their job right, which resulted in these things being damaged. Its interesting that your movers can mess up peoples stuff and youre protected by the insurance clause. Really crafty way to avoid accountability when you break things. **** never recommend your terrible business methods and shady practices.
  

  Business Response

  Date: 04/08/2024

  Hello,

   

  Again we do apologize about the damages that you encountered, as stated previously before we are doing out best to locate your missing items. If they are located they will be shipped out immediately. In regards to your damaged items we must follow the claims protocol for any compensation.

   

   

  Thank you.

• Initial Complaint

  Date:01/02/2024

  Type:Order 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.

  This moving company was assigned to me from a broker in ******* who raised my rates literally double the day before the move. my storage unit was in ******* ******. The movers showed up an hour and a half late in a rental Penske truck with no markings on it and it was completely empty at the time.. the guy told me it would be another $400 or he wouldnt load my items because he felt it was going to be over the estimated cubic yardage which had already been doubled by the broker Starline/Landstar in Fla. A large part of my property was already out of the storage unit and we had to be out of there in a couple of hours so I had to pay them to get my stuff loaded.. I debated this charge with him.the one driver who spoke English told me that this truck was going to ***** and two other employees were going to drive this truck to ********* with my property thats not at all what happened. I inquired about the itemized list that he shouldve been filling out which was blank and he said he would do it and when they left I never got it because we were so rushed before the gate closed at the property so I had no clue where my stuff was going, and there was no proof on what they took . The website is corrupted. It says an imposter is using the site to steal financial information and you cant contact them by phone and they didnt return any of the texts that I had from an employee the day after they took my stuff and they had the wrong address.. I was completely stressed out for a week and I want the $400 back because theres no proof that it was over the estimated square footage. I think both companies are running a scam. And the fact that they would not return my texts put the stress level high! . I also was hit with the $200 fuel surcharge when the brokers had told me that wouldnt happen when I asked someone from this business the day after they took my property trying to verify the location he said I needed to take it up with the brokers and theyre useless.

  Business Response

  Date: 05/08/2024

  Hello, 

   

  Taking a deeper look into your order it looks like you took up an additional linear line on the truck equaling out to 100 cubic feet. Please advise that your broker tries to get an estimate as close as possible to what your describing. We can sometimes anticipate additional space needed to due packing or stacking. The 100 cubic feet on your order is accurate. There is no way to alter a space reservation. I have attached the bill of lading which reflects what was picked up on the day of your move. We apologize about the inconvenience however the space was occupied on the day of your move. Please find attached paperwork as proof.

   

  Thank you for your patience.