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:12/20/2024

  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.

  In June/July of 2024 we contacted Summit movers in ***** **** to move our belongings to **********, *** *********. We did a walkthrough of our home with their representative and were told they would take great care of our belongings, including taking apart our furniture and putting it back together again for some larger items. They sent 4 individuals to load the truck with our items on July 31st. They put scratches and tore paint off one of the doors on the house we sold. We were supposed to meet the movers at our new house in ********** at 9:00am on August 2nd so they could move the items in. They didn’t arrive until after 12 noon. One individual smelled strongly of marijuana. They only sent 2 individuals to move in what it took 4 people to load up. They broke several of our belongings, including (but not limited to) our headboard, a kitchen cart, and a brand new tool chest we bought specifically for the move - which we can no longer get open, with means the thousands of dollars of tools are stuck inside it. Since there were only two of them, they could not get our couch into the house (they would have had to use a window on the second floor), so they left it in the garage. My husband ended up helping them move a majority of the items and boxes since it was taking them a very long time with only 2 of them, and the one was being very careless and dropping boxes that were marked fragile. They also took apart 4 large wire racks and were supposed to put them back together - but when we asked about it, they said they didn’t know how to put them back together the person who took them apart wasn’t there. They broke thousands of dollars of our personal belongings and offered us $100 to make it right. We paid over $7,000 for them to move our belongings. We paid $200 to have the things they broke and couldn’t get into our new place removed. My husband fought with them for months and we finally agreed to $389 but only because we were exhausted fighting with them.

  

  Business Response

  Date: 01/13/2025

  Hi ****** -
  
  We are in receipt of complaint #********.
  
  Our company moved the ******** to *** ********* on August 2, 2024.
  
  At the time of delivery, it was noted that a tool chest and kitchen cart were damaged during the move.  A claim form was sent to the ******** when the crew returned to Ohio.
  
  The claim form that they submitted was for three items: king headboard, kitchen cart and tool chest (copy attached).  The total amount of their claim was $810.00.  There was never any mention of property damage until after the claim had been settled and they received payment. 
  
  At that point the customer posted a negative review online and stated that there were thousands of dollars of damage including property damage.  I checked with the claims adjustor, and she confirmed that the ******** never mentioned any other damage during the claim settlement process.  A copy of the release form that the customer signed is attached.  This form indicates that they release us from any further complaints, liability etc.
  
  The ******** did not purchase any additional coverage on their move which means that their shipment was covered at 60 cents per pound per article (copy of Bill of Lading attached).  Based on the weight of the items listed on their claim form, our liability was $117.60.  We initially offered them a settlement of $200.00 and then increased it to $349.00.  This was more than twice the amount of our liability based on the coverage they declared.
  
  We do understand that there was some inconvenience at the delivery since there were only two men.  There was an additional man that was supposed to go with our crew to NH that had a family emergency and was not able to make the trip.  He was also the one that disassembled the shelves.  We unfortunately did not have another man to take his place.  We would be happy to send the ******** an additional $250.00 for the inconvenience.
  
  Thank you for your assistance with this matter.  Please let me know if you need any additional information.
  
  *********
  
  (My correct email address is ******************* – I could not change it in the from line above.)

  Customer Answer

  Date: 01/19/2025

   I am rejecting this response because:
  What is stated by Summit movers is incorrect. **** had conversations with a representative (*****) and did express the damages done to the house we were moving out of. He also told her everything that was in the negative review. We did not add the damages to the house, us having to assist with moving items, or the time it took us to move our own items to the form provided. There is no where on the form to put that sort of information. They only told us to itemize damages to our items on the form.
  The company originally only offered us $100. It took us several communications over a few months span before they finally offered us $349. 
  What the company is failing to address is the fact that they did not do what they promised to, which was move all of our belongings into our new house, and put back together what they took apart in order to move. They were unable to get our couch into our new house because there were only two movers there. They also didn’t put our racks back together. That isn’t an “inconvenience”, it is a failure to do what we were told by ****** (rep who came to our house) that the company would do. They are also failing to address us moving a lot of the boxes ourselves. They ended up dropping a majority of the boxes in the foyer area and we had to move them to the rooms specified on the boxes because there were only two movers. They are also not addressing **** moving a lot of boxes and furniture up the stairs, assisting the movers because the movers who arrived couldn’t do it.  They told us they would be here at 9:00 am and didn’t show up until noon. Again they did not do what they said they would. They are failing to address the money we spent to have the damaged items removed and the cost to replace the couch that they were unable to get into the house. They are also not addressing us actually being movers for the day. We hired them to move us, not help us move our things. This is why we paid them all of the money we did.
  We would be willing to accept $***** to settle this matter. 
  Thank you.
  
  

  

  Business Response

  Date: 02/04/2025

  Hi ****** –
  
  We have spoken to the ******** (#********) regarding the issues in their complaint. 
  
  While we do not agree with the issues and statements in their complaint, we have agreed to pay them the additional $*****.00 as requested to resolve this matter. 
  
  Please let me know if you need any additional information.
  
  *********

  Customer Answer

  Date: 02/05/2025

  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.

  What we reported and the review we posted was accurate and factual. There was actually more, but we are just exhausted dealing with them. We appreciate the BBB’s help getting us to this point with this company. We removed the review per their request and they have agreed to send us the money within 30 days. 
  Thank you again for your help.

• Initial Complaint

  Date:04/03/2024

  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.

  During our Move Aug 3, 2024 we had several items that were broke. I had bought insurance to protect myself from breakage. Our claim kept getting put with no responses until it was "past the time period" and now they are denying our claim. I have asked for 3 pieces of glass to be replaced for our tables and my husband's desk at a cost of $162.67 and a tv $1703.96 for a total of $1866.63.

  

  Business Response

  Date: 04/08/2024

  
  Dear BBB of Akron;
  
  With respect to your email dated April 4, complaint #******** please find herein our response.
  
  Shippers are provided 60 days from the date of move to complete a claim.  The Shipper’s claim was submitted six months after the date of move, outside the lawful parameters for a claim submission.  In as much as the Shipper did not declare a $1,700.00 TV in writing as required and the TV was packed by owner, her claim settlement is under review.  We will have a response to the Shipper no later than Friday, April 12, 2024.

• Initial Complaint

  Date:01/19/2024

  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.

  Summit moving and storage was hired to move a 181 gallon custom built glass aquarium. I was very clear that the movers had to use extreme caution while handling the tank as it is very fragile and silicone seams can tear if the tank is twisted or not carried level during the moving process. I expressed this again to the movers when they arrived at my house. When the tank was moved, 10 min away, there was not any apparent damage to the tank that I could notice. But i was not able to fully inspect the tank due it's large size and weight. When the 3rd party aquarium company arrived to fill the tank up with water and place my fish and coral back into the tank, it was discovered that the tank would no longer hold water. The tank then had to be drained again and the aquarium service company had to transport my fish and coral again back to their facility. This repetitive moving caused to much stress on my fish and corals and most of them died in the process. Not only have i lost the cost of the aquarium at $1900, the moving company charges at $1150, the insurance which was worthless at $350, but the cost of my fish and corals at $2500. Now the company has refused my insurance claims outright. Denied my claim for any compensation at all and wont even refund my money for the moving cost and insurance i paid for which was a scam. The insurance company did a quick google search for common seam problems and cited Google for reason to deny my claim. Even thought the status of the tank was perfect before the move, and verified by a 3rd party aquarium service specialist, which letter I provided attached to this complaint.

  

  Business Response

  Date: 02/15/2024

  Hi ****** -
  
  We are in receipt of complaint #********.
  
  Our company moved a fish tank for *** **** on December 6, 2023.
  
  The fish tank was transported and delivered to the new location with no damage noted at delivery.
  
  *** **** later filed a claim and the adjuster determined that the nature of the claim was a standard issue with tanks and not caused by the moving crew.  The fish tank itself was not cracked or damaged during the move.
  
  We are willing to offer *** **** a $500.00 refund as a good faith gesture.
  
  Please advise if *** **** accepts this offer and I will get the documentation sent to him so a refund can be issued.
  
  Thank you for your help.  Please let me know if you need any additional information.
  
  *********

  (My correct email address is ************************************ - I could not change it in the from line above.)

  Customer Answer

  Date: 02/16/2024

   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.

• Initial Complaint

  Date:02/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We moved with summit from Ohio to Pennsylvania on May 9, 2022. January 24, 2022 We had agreed with Summit Moving & Storage to a date and time. May 5th. ****** ****** called to ask for the date to moved. we were moving out of our current place, and we will need to keep the date. ****** was able to make the arrangements and assured me the truck would arrive on the morning of May 9. May 9, 2022 No truck had arrived the morning of May 9th. Because of staffing issues, the truck was not loaded until the morning of May 9. The trucks arrived at 4:00pm on May 9th. Upon opening the trucks, everything had shifted in the truck. We had a total damage worth $1895.00. The Summit crew and I were taking pictures of the damage. The move was completed on May 9th around 10:00pm. May 16, 2022 I called ****** ****** Summit Moving & storage and was asked to call Summit Moving Claims Service person, ***** ******** at her office at ***** ******** or her Cellphone at ***** ********. I contacted ***** ********. I received an email from ******* *** ***********, with the information to complete the claim form. August 2022 After checking all the boxes and taking all the required pictures, we submitted the claim and mailed all the information to Moving Claims at the provided address. After multiple emails and phone calls ***** ******** we were unable to contact *****. I then tried to contact ******* *** ***********. We were unable to contact anyone from Moving Claims for 4 months, I contacted ****** ******. He informed they were shut down for Christmas and would reopen the beginning of January. January 5, 2023 I talked to ******* *** ***********, she would investigate this and get back to us. January 30, 2023 I received an email from ******* *** ***********, ***** would be contacting us but would be out of the office until February 6. Feb 1, 2023 We were notified because this took so long, we were denied our claim request of $1895.00. We were offered $200.00 and asked to sign a waiver.

  

  Business Response

  Date: 03/14/2023

  Hi ****** -

   

  Sorry for the delay.  I have sent a request for information regarding their claim to MCS and will submit a response once I receive their information.  I will make sure the reply is submitted by the end of the week. 

   

  *********

  Customer Answer

  Date: 03/14/2023

   I am rejecting this response because:

  As I am not sure what their response will be, I am rejecting their response. I accept theu will get back to me by the end of the week. I have submitted to the BBB because of the unresponsiveness of the business. The complaint only shows 2 items when in fact there were a total of 9 things damaged. The total is an estimation of $1895.00 This includes a Granite outdoor patio table, 2 garbage cans (one stainless and 1 anodized metal), I floor lamp, a Granite topped wine rack, A wooden trunk, a sewing table, and a bike bell from the Netherlands. The estimation of $ 1895.00 is below what it will cost to replace these items. We are only asking for a fair compensation. I have all the pictures and the items in question.

  I look forward to hearing from Summit Moving & Storage by the end of the week before I except their response.

  
  
  

  
  

  

  Business Response

  Date: 03/16/2023

  ****** - 

   

  I have attached the response from Moving Claim Services regarding the *******'s complaint.

   

  *********

• Initial Complaint

  Date:12/04/2022

  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 used summit moving and storage for my move in MAY of 2022. During the move, the movers broke an antique corner cabinet that belonged to my grandmother. This happened because one of the movers thought he could carry it up 3 flights of stairs by himself on his hip... Of course the cabinet shattered. At the time this happened the movers were very apologetic and assured me my cabinet would be fixed in a matter of weeks in my own home. Well it's now December and I still have a broken cabinet in my living room. I have reached out multiple times, but they tell me everytime that it is now in the hands of the claim company, well the claim company doesn't answer calls or respond to emails. I've told summit moving and storage this, but they just keep telling me it's out of their hands. The claim company guaranteed me a resolution within 120 days of my claim filed in June, then stopped replying. It's been way over the 120 days.

  

  Business Response

  Date: 12/05/2022

  We checked with the Claims Department this morning and they indicated that the claim settlement documents were emailed to Ms. ****** on September 30, 2022.  ***** will reach out to her today and resend the documents for signature so that the claim can be settled.

• Initial Complaint

  Date:07/27/2022

  Type:Customer Service 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 March 12th 2022, Summit moving and storage moved us into our new home. Upon surveying my home and possessions while the workers were in my home it was noted that considerable damage was done to my home and possessions (some non replaceable family antiques). I spoke both to the workers and the office regarding my concerns and was told that I needed to pay in full prior to filing any claim for reimbursement/repair of damaged items. I paid in full that day March 12th ($1800). I submitted all necessary information in a timely manner and was told that the insurance company had 120 days to respond. It has now been nearly 140 days and have received no response to my multiple phone calls and emails.

  

  Business Response

  Date: 07/29/2022

  Dear BBB *****;
  
  Thank you for contacting Summit Moving & Storage.
  
  *** ***** had not paid the balance of moving services.  Unfortunately, we could not address the claim until all services were paid in full.
  
  Upon a review of the file we have noted the moving services have been paid.  We have provided notice to the Claims Director.
  The claims department will reach out to *** ***** today.
  

  Customer Answer

  Date: 08/02/2022

  [[BBB TRANSCRIPTION VIA FWD EMAIL FROM THE CONSUMER 8/1/2022]]

   

   I am rejecting this response because: 

  RE: claim # ********.. I have heard back from Summit Moving (their insurer), but am unsatisfied with what they are telling me. The are stating untruths, stating that they were under the impression that I had not paid for services rendered. I paid in full on the day of service and have previous emails with this person that states as much. I also have an email from months ago stating that they had started the claims process, which is obviously untrue based upon their most recent communication.