ComplaintsforOz Moving & Storage, Inc.

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This moving company had two movers, who arrived late and only at 7:00 pm asked us to pay them a fee for them to come back the next day (which we said no and we would stay there until they finished), stayed two hours and then suggested to us to pay for a hotel and come back. One of the two men, (******) had a neurological disorder (Cerebral Palsy?) and dropped everything at least two times coming up the outside stairs, plus another three to four times going up the stairs inside and the other guy only helped move the furniture. it took over 15 hours to complete the move.Comparing their list and the numbers, we were missing more than 100 bins/boxes but I noticed that we had duplicate numbers and some might not have carried through the door but stored in the storage area in garage. Almost all boxes and bins had been opened and they had a free for all stealing our items. From all the dropped items, so much was damaged. ************** does not want to discuss the matter. The tv's, and ******* screen that THEY pack were completely. smashed and all hardware is missing from our bed (which is cracked now) and buffet. Offered $750 and said I was a liar, and the case was closed. When getting the contract, the 'salesmen" said that they did not offer full insurance and only by weight which was a lie. they only want to pay the contract of $.60 a pound BUT what they promised on their website was 100% false advertising (they now have a new website now but we complained numerous times and have photos of the old site). The first woman was great but ************ is the most unprofessional person we have ever spoke to. We have moved over 15 times being in College Coaching and we have NEVER had a problems as with OZ MOVERS.

  

  Business response

  10/16/2023

  We have already generously satisfied this claim in July. The client is not *********** any further compensation.

  Customer response

  10/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  
  Our complaint has not been resolved as OZ MOVERS have indicated!
  They randomly sent a lowball complaint, never addressed all the stolen merchandise, and opened bins and boxes (our move wasn’t a shopping spree for the movers).
  On their website at the time, they also said repairs would be done on-site and then we were told by ***** *. That they don’t do that (though the representative they sent to us told us that they would repair all the damaged furniture. They also lost ALL OF THE HARDWARE to our bed, TVs and Buffet.
  We were also promised a PROFESSIONAL move and workman, not two guys who fought and cussed that all the neighbors notified us, PLUS one of the men (who did 80% of the move while the other just helped with the furniture), was DISABLED with some neurological condition (Cerebral Palsy), which made him incapable of carrying any boxes/bins/ and furniture (even putting a large crack in the center of our solid wood bed), up the back outside concrete and metal staircase and into the house without dropping everything at least FIVE times. On numerous occasions, we pleaded with him to be careful but to no avail.
  The driver also fought with us. He didn’t want to put the hutch up on the buffet because he said that it wouldn’t fit when I had to stand up on the buffet and get a piece of tape to prove to him, all having a fused spine.
  Many broken items were OPENED presumedly (because the move went into storage there), in Los Angeles, where they advised us that they were broken from dropping the boxes. This was, in case a piece of art that has been moved 15 times without any problem previously.
  Though our tool bin wasn’t labeled, the driver had opened the bin and even told us he did.
  The “salesman” who gave us the quote lied to us telling us they didn’t offer full insurance which was a lie.
  We also had numerous bins missing which an authority was sent to check out and said that I wasn’t missing anything though he never checked the sheets of all incoming items into my home. On top of that, later on over the phone, ***** * told my husband that I was a liar before hanging up on him.
  ***** *. Wasn’t even in communication with us  (we had been speaking to Allison from the start) until we sent in our damage list so she has no idea the whole chaotic mess that occurred at the time.
  She would not negotiate with us and would just tell us there was nothing to negotiate and hang up the phone. The last time she told us that she would no longer answer our calls.
  Even with the items THEY PACKED, and were destroyed by the screens being shattered by dropping them, she didn’t want to speak about it.
  We were just sent a check for $750.00 ($483.60 plus $266.40 in “good faith”). On the list, no mention of our 65’ TV that Oz Movers packed, and that was shattered and only gave us $9.00 for our Peleton screen that they also packed and was shattered as well of no mention of our art piece and other items.
  What was also concerning was that OZ MOVERS copied and pasted my “signature” onto documents which I never even signed nor was it my signature.
  This letter took about a week later than when you last wrote me because  Tom has been in the hospital for hip surgery plus a hip replacement.
  Of our fifteen moves in 16 years because of work, this has been beyond the most deplorable experience we have ever had.
  We signed a contract for a “professional move” not with two movers from the LA base who were clearly incompetent/disabled and then will not take responsibility for the mess up.
  The first pack-up was done very professionally. The whole problem seems to have started when it reached the LOS ANGELES location which ***** *. Seems to have no knowledge of their service.
  No other family should ever go through this nightmare.
  
  
  Pictures and testimonies from our neighbors are available on request.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business response

  11/08/2023

  The client initially claimed they were missing over 100 boxes; we went someone to their home to inspect, the only issues were the bed and televisions. They made offensive comments about the delivery team. We sent them a generous settlement in excess of the basic sixty cents per pound valuation. There is nothing further. 

  Customer response

  11/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********* and have determined that my complaint has NOT been resolved because:

  [I reviewed the message of OZ movers dated November 8, 2023.

  The missing boxes that they mentioned were from THEIR packing list compared to what was brought up into our house. I was at the door and checked each item that was brought in. The representative that was sent also REFUSED to go over the list or count boxes and bins. He looked at the contents of the house and just said we weren't missing anything.

  Also, Joseph, the person with Cerebral Palsy (or another neurological condition), which was the main person carrying the boxes/items/furniture, did not have the capacity to carry any heavy/large object up a steep set of stairs, plus the inside staircase, WITHOUT DROPPING them numerous times though asked numerous times to please not drop everything. This is not to condemn or diminish his hard work or effort. If David had helped bringing up everything that may have diminished the breakage. David was confrontational, asked for money to come back the next day, and fought with me because he didn't want to put the top of the buffet up on the base piece. The furniture (all solid wood) from Pottery Barn and Drexel Heritage, were way to heavy for a person with a disability and a normal person to move safely and without damage.  This is not WHITE GLOVE SERVICE advertised.

  OZ MOVERS isn't even replying for all the boxes and bins OPENED and personal items STOLEN, then retaped (using duct tape in DIFFERENT colors, as well as opening boxes, stealing items, and taping up boxes inside of boxes.

  As per their website at the time of the move (it has been changed since), the movers in LOS ANGELES were  not professional nor were repairs offered for damage furniture (even their own representative from LOS ANGELES informed me that they would send someone in a couple of weeks).

  The amount they offered, $750.00, did not even cover the cost of a new TV (the cheapest we could find from Costco at the time), which OZ MOVERS packed themselves, and nothing for the PELETON SCREEN which they also packed which was also dropped and shattered

  OZ MOVERS did a great job in NEW ROCHELLE packing and moving everything out but from NEW YORK TO LOS ANGELES THEN TO SACRAMENTO, they have not taken any responsibility of the thief of items (maybe at their storage facility???), and their incompetent crew. OZ MOVERS already knew in Los Angeles of dropped and damaged items (our large ceramic, handmade, artwork) before they even left to drive to Sacramento.

  This was our FIFTEENTH move so we are well aware of what a normal move looks like and small breakage or scratches. This was such a disaster of a move and never had we a moving company take NO RESPONIBLILITY for their mistakes.

  I have been called a LIAR from ***** *., had phones hung up on us by her,  and refusal to talk about a solution. We have never been disrespected in

  such a manner in any other move or elsewhere. This has been highly irresponsible and has caused much anxiety as well as monetary hardship.

  I looked up on the BBB website and there is listed 20 COMPLAINTS which were very similar to mine - broken furniture, shattered TV's, and opened then retaped boxes with missing items. OZ MOVERS treated these cases exactly like ours.

  I wonder if the CEO has any idea how customers are being treated???

  Sincerely,

  *** *** ***** **********  

   

   Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 27, 2023, I hired ** to manage my move from Brooklyn, **, to Southern California, shelling out a substantial $10,000 plus tip for their services. To my dismay, they caused a staggering $3100 in damages to my property.**'s negligence resulted in the destruction of our daughter's brand-new bed frame and mattress, along with a 55" OLED TV that was previously in perfect condition. We had paid extra for Oz to handle the packing and preparation of these items, but their improper handling and packing methods led to the damage. What's even more infuriating is **'s refusal to take responsibility for their actions. They dismissively claim that this is a "high-risk industry" and insist we should have purchased additional insurance coverage, shifting the blame onto us. This response is entirely unacceptable, given their incompetence. Hiring a moving company for packing should mean you don't need to spend extra on insurance a competent company should ensure the safety of your items.Given that the damage to our belongings resulted from their incompetence, I had hoped that they would take responsibility and fully reimburse us for the brand new items that were damaged, and at least partially for the *** However, they offered a mere $500 for the damages and essentially told us to be content with what they provided.

  

  Business response

  09/06/2023

  The client was advised of their insurance options prior to the move and on move day and opted for the free basic 60 cents per pound valuation. Based on the valuation option they chose, they were *********** $108.60. We sent them a settlement check for $500, significantly more than they are *********** under the contract, and $400 more than any other carrier in the industry would offer. No further payment will be made. 

• Initial Complaint

  09/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I moved from Brooklyn, ** to *******, ** for work. To help me move, I hired Oz Moving & Storage. I received a quote for $2637. They picked up my stuff on 8/14, and delivered it on 8/25. When they came to pick up my stuff, they informed me that I would have to pay >1k extra for insurance, which I did not know about beforehand. I did not have the money budgeted for this, so I could not get insurance. I was also charged $450 to have a van deliver my goods, $44 for tolls, and a 3% surcharge as a convenience fee. The total amount I paid was $3,**8.55.I packed my own boxes, and wrapped my desktop computer in a blanket before placing it in a box. All my boxes were packed with clear tape. When the movers arrived, they proceeded to mark each box with a number and pack my furniture with brown tape. The box in question is #**.When I received my boxes, the box in question was misshapen and closed with brown tape, instead of the clear tape I wrapped it in. When I opened it, the blanket and the rest of the contents of the box were still present, but the computer was missing. It is clear that along the chain stole the computer. Had it fallen out, the blanket would also have disappeared. Had I forgotten to pack it, the box would be sealed with clear tape. The evidence of repacking and the presence of the blanket lead me to be believe that it was stolen by someone working on behalf of the company.I contacted them to try to figure out what happened, and to file a claim. They informed me that they would investigate and did not contact me for four days. When I reached out, they told me that they had investigated but did not find anything. When I requested further details on the investigation, I was informed that they had spoken to two people involved in the move, and neither of them had seen anything out of the ordinary, so they closed the investigation, offering to pay only $0.60 per pound. When I protested, I was spoken to rudely and stonewalled.Move #*******

  

  Business response

  09/06/2023

  The claim has been forwarded to our insurance carrier. We do not know what happened to her computer and we question her allegations. 

  Customer response

  09/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  No effort was made to figure out what happened. The box was clearly repacked, but you didn't try to figure out where, why, or by whom. 

  As I've stated, the computer was gone but the blanket was still there. What other explanation could there be? If you can inform me of where and when this happened, and who repacked the box, then I can file a police report in the appropriate jurisdiction and try to pursue this on my own. 

   Please note that I have never requested additional compensation beyond what the insurance says. I am not making criminal allegations against the company itself. I am simply asking you to at least try to figure out what happened and help me track down my computer.

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

  

  Business response

  09/19/2023

  We do not know what happened to the alleged missing computer. This mater is being handled by our insurance carrier. 

• Initial Complaint

  07/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On June 22nd, 2023, Oz Moving & Storage packed up my house in Queens, ********, for shipping to **************, Flordia. Despite a chaotic, unorganized, and rude experience, the movers took our shipment, which included the bedroom set of my disabled son. The company stated in our contract that the shipment would arrive between June 24th, 2023, and July 4th, 2023. After numerous attempts to locate my furniture and ask for an estimated date of arrival, Oz Moving could not tell me if/when my shipment would be shipped out, let alone when it would be delivered. On June 29th, they stated, "We are estimating loading/departure to take place this weekend. You'll be updated immediately after via email." After no response, Sunday, an additional email was sent asking for the **** where I was given the response, "As stated several times and written in your confirmations as well, a definitive answer is not available until your items have shipped. Once they ship, you will receive an ETA. You will also receive a 24-hour confirmation while en route." After back and forth conversation and information contradictory to that stated in the original email, today, July 3rd, at 4 pm, only one day away from the previously indicated window for delivery, Oz Moving called to explain that our shipment will not even be loaded onto a truck until Wednesday, July 5th, and still no expected delivery date. My family and I have now gone 11 days without necessities, and we have been forced to pay out of pocket for my son to remain in ** as he can not sleep without his mattress due to a spinal injury. We have had to go out and buy numerous pieces of equipment, clothing, and furniture to survive in an empty house due to OZ Moving & Storage's lack of professionalism and breach of contract.

  

  Business response

  07/11/2023

  Delivery was made on July 8.

• Initial Complaint

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6 1/2 years ago OZ Moving packed up our apartment and added it to an existing storage unit.Last week we arranged for the storage unit to be delivered to our house. It only contained a portion of of our stored items. After and hour customer service called us back and said the had located the items. They had mislabeled and subsequently has not fully billed us for the full storage unit.They explained it was their error and when would we like to have the items delivered. WE arranged a time. The next day ***** the general manger called and said at the time of the move the storage cost was $600 and that we owed them 50K in back storage. We paid the invoice that was sent to us for 72 months. Never once were we told that it was the wrong amount. Their attorney told us we were lucky they are not charging us more for inflation. We paid OZ moving 25K for 72 months storage. They are now demanding 50K to release out items. We paid in good faith. We paid the amount they invoiced us for. The storage unit contained the last 30 years of our life. It has all of our family furniture , photo albums. Everything. We paid the invoice which were sent to us every month. Now they are saying it was an error on their end and that we are responsible for the other another 50K.

  

  Business response

  11/21/2022

  The client had two storage accounts. One established in 2013 and one in 2016. The first storage account, from 2013, was relatively small and she stored approximately 390 cubic feet of property and was billed in 2016 $210.00 per month plus tax. The second account that was initiated in 2016 was for far more property, an entire apartment, was entirely separate, for which she agreed to pay $600 plus tax per month. The one she has issue with, the one that was picked ** in 2016, was a separate move of an entire apartment that was to be temporarily stored for (1-2) months. There was a contract for this move that included the price of the move and an agreed upon price of $600 per month for storage. ************************** NEVER notified us she was not being billed monthly for the second $600 account,though she must have realized this as her bill remained at $210. She paid the deposit when she moved in, she had a separate contract and agreement for this storage account. She initialed an entire box on the contract that specifically states that a failure to receive a bill does not absolve her of her obligation to pay. Instead of staying in storage a few months, she stayed in for 6 and a half years, again, NEVER letting us know she was not being billed. The monthly fees piled up. Per her contract, that did not alleviate her of her obligation to pay her bill. We were disappointed as well, that this client would go years knowing she did not pay us for a service she very well knew we were performing for her. We feel she violated our trust, knowing all these years she was not being correctly billed. We have reviewed the events and contract with our attorney and he has advised we have every right under the contract to collect what we are owed. 

• Initial Complaint

  09/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We contracted Oz Moving to move us from ******** to *************, paying over $6k for the move itself. During the initial moving phase, we were provided no information or given adequate briefing on the company's insurance policy for lost or broken items. Upon receiving delivery of the items in *************, almost $5k worth of items were lost, almost all of which constituted our highest value items (golf clubs, expensive luggage, high-end vacuum cleaner). While the company has provided a settlement, the settlement does not even remotely cover the cost of the lost items, providing only $300 in total. When we called Oz, the settlement team noted that the sales team is supposed to provide upfront information on the insurance coverage and recommend a policy, but our sales rep obfuscated the insurance details and coverage risks during the initial sale process. Upon delivery the delivery team also claimed all boxes were delivered, despite clearly not counting the boxes, and when we raised the issue during delivery, claimed that all items in the truck had been offloaded. The company should have been more forthcoming regarding coverage and risks, and has made very little effort to amend the lost items.

  

  Business response

  09/13/2022

  The claim has already been settled. The client did not purchase insurance above the 60 cents per pound per article basic valuation. The client was advised in writing prior to the move and on move day.

• Initial Complaint

  08/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I attempted to book a move with **. I was hung up on by three different employees, including ********. ******** was rude, discourteous and combative. She terminated my call and refused to book my move. Afterwards, I called them back and spoke with another female employee who refused to provide ********'s manager's contact information and she then hung up the phone too. Following this, I spoke with ****** who refused to transfer me to ********'s manager despite my repeated requests to do so. What a crazy company. I want to book my move and would like a significant discount on my move due to this situation.

  

  Business response

  09/09/2022

  I am sorry we were unable to work together, please seek another vendor. 

• Initial Complaint

  08/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had a move with pick up on July 1 2022, and earliest possible delivery on July 5. They specified 12 business after first possible delivery date as the window, but my boxes were delivered over a week after that last possible delivery date. They offer $30 in compensation for every day late (8 days in my case) to try and make it up, and offered another $100 because the delay was so significant. It has been almost 3 weeks since I called to get that check, and nothing has come in the mail. I also do not understand why they cannot issue a credit card refund which is much easier.

  

  Business response

  08/22/2022

  A check was mailed on 7/28, he did not receive it and I refunded the settlement to his credit card. He should have no other issues. 

• Initial Complaint

  07/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was quoted ***** for a move and then charged an additional $11k on the day of the move because they said I had more items then expected (despite me reviewing during a 45 minute phone call all the items in the house). Also they damages the walls, bannisters and floors which I had to pay to repair.

  

  Business response

  07/21/2022

  Please provide an order number, we do not have a client with this name/email address. 

  Customer response

  07/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  
  Order # ******* 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business response

  07/28/2022

  Your quote clearly stated it was based on a precise inventory. You failed to provide a full list. You had ***** cubic feet of property MORE than the quote was based on. Per the enclosed, you acknowledged this on the move day. 

• Initial Complaint

  05/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 4/26/22, I signed a contract with Oz to move my belongings from NY to ** for $1,719.00. Pick-up was great! Drop-off was a complete nightmare. Per the contract, notification was to be provided to me 24 hours prior to drop-off. Notification was received from my doorbell when the delivery driver was at my doorstep. Post-delivery, the first item I decided to look for was my daughters crib. Unfortunately, the crib was nowhere to be found. I immediately contacted Oz and it all went downhill from there. They refused to believe I never received the crib. Insult to injury, the delivery driver took it upon himself to text me and ask why I had notified Oz that I was missing an item. Perhaps, because I never received the item?I sent them photos of what was received and they began to insist that maybe the crib was never packed to be shipped. I provided the names of the men who picked up my items and asked that it be confirmed with them that the crib was in fact packed and shipped. Pick up of the crib was confirmed in great detail. However, this was not enough. Oz proceeded to advise that I check my items again.I am unclear why they keep telling me to check my items when my call to them was because that process had already been completed. I paid $173.39 for this crib and it has never been used. The goal was to immediately place it in my daughters brand new bedroom since she now had one of her own. The back-and-forth with Oz feels like beating a dead horse as they refuse to accept their human error and I am still out of a crib.It is expected that when a service is promised AND PAID FOR, the service is guaranteed. Unfortunately, due to the treatment I received, I am extremely disappointed with the service. I am sure Oz has insurance for these types of errors as I am also sure I am not the first who has not received something that belongs to them. I would like for my daughters crib to be found or rightfully compensated for my loss.

  

  Business response

  05/24/2022

  The delivery was four days ago. **************** is actively assisting this client. The crib is currently misplaced. If it is not located we will process a claim. She also issued a chargeback with her credit card company. This will need to be returned to us before the claim is processed as it is a condition of the contract that all monies due are paid in full before a claim can be processed. 

  Customer response

  05/27/2022

  Better Business Bureau:
  
  The business has agreed to issue me a check for $175.00.  Thank you!
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

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