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:04/24/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  CALIFORNIA EXODUS MOVING & STORAGE Complete and utter horror! Estimate, $4675 to move from CA to CT. Move date 06/25/2022 The movers call 15 minutes to midnight to tell me they will arrive at my house in two hours. YEP 2 am. They were able to change to the following day. This company demanded extra payment on site, doubling the amount they estimated to move the day of pick-up. No papers/receipt. No inventory listing. I am all packed in boxes, there is only furniture to deal with. I am charged $1500.oo for packing materials, none of which were used. They tell me because they picked up two other shipments there is no room for all of my items. I am given the option of a smaller truck coming the following day to bring the rest. “Smaller” pick-up truck came the next day. Neither of the shipments provided an itinerary. Rude / harassing dispatcher always hung up on me. Delivery team had no information/inventory to check, so used my own list. Offloaded items that were not mine, left over from previous folks loaded onto the same container. Most all furniture damaged/destroyed and ½ the boxes still unaccounted for. No help/resolution from office. CALIFORNIA EXODUS MOVING & STORAGE offered claim route. They took maximum 120 days to respond with: "THEREFORE, UPON A CLOSE REVIEW OF YOUR BILL OF LADING (CONTRACT), ORDER OF SERVICE AS WELL AS PROOF OF LOSS AND DAMAGE FORM, AND TO MAINTAIN OUR HIGH LEVEL OF CUSTOMER SATISFACTION, THE SETTLEMENT OF THIS CLAIM HAS BEEN FOUND TO BE APPROVED IN THE AMOUNT OF $69.00 KINDLY ACCEPT OUR APOLOGIES FOR ANY INCONVENIENCE AND WE WISH YOU THE BEST IN YOUR NEW HOME!" Since I rejected that resolution, CALIFORNIA EXODUS MOVING & STORAGE insisted the next step is arbitration. I secured an attorney who filed the papers on 02/22/23, and notified CALIFORNIA EXODUS MOVING & STORAGE–he also received unprofessional and rude responses. To date (April 24, 2023), neither the arbitrator, my attorney, nor myself has received a response.

  Business Response

  Date: 04/25/2023

  Ms. ******** has filed a claim and the claim was completed.  The client was advised that her move valuation was $0.60 per pound per article. Her claim was processed per the terms and documents that she signed.

   

  Customer Answer

  Date: 04/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** ********
  
  
  
  
   

  Customer Answer

  Date: 04/25/2023

  SHIPMENT *********
  ****** ********
  ***** **** ****** ******* **** **** ** ***** *** *** ****** ******* ********** ** *****
  CALIFORNIA EXODUS MOVING AND STORAGE.

  David, manager of my shipment, continued to put papers in front of me and said sign. Then he would direct, not there-here. So I am not surprised my signature is on the .60 cents section. I was tired, overwhelmed with men running in and out of my home, had a broken leg, found out later i had walking pneumonia and I am 82 years old. BBB has numerous reports of the same pattern. (double the expense at time of pick up, destroying large percent of items. I have been contacted by a lady who had $10,000 worth of damage and she stated she has pictures of her shipment thrown into a storage. This is CalEx's pattern, and it is a scam or fraud.
           
  July 25th, day for pick up. I am all packed in boxes and taped. There is only furniture to deal with. The movers call at 15 minutes to midnight to tell me they are in bay area and will arrive at my house in two hours. YEP 2 am. I reminded them I had a “slide over” to the next day. Next day they arrived at noon. They “pack” up furniture all afternoon. AT MIDNIGHT they tell me because they picked up two other shipments there is no room for all of mine……. I am given the option of a smaller truck coming the following day to bring the rest. My costs have now doubled and there is not room.

  “Smaller” truck came the next day and it was a pick-up truck. The driver assured me my items would be stored it their warehouse and totally safe. Packed up and left. Neither of the shipments provided an itinerary.

  No it is not the end of the nightmare. Waiting in CT for my things to be delivered. I am told they left CA July-01 and it would be 5- 7 days to arrive. And when the truck was closer they would give me an exact date. July-05 I was told ETA Sunday, 10 days from leaving. July-07 I was told “Great news” your shipment arrives early THIS evening….it is now 5:18 pm. Jim hung up on me mid-sentence three times while working out delivery.

  Long story short. My shipment arrived without any itemized list to check. I have ½ of my furniture damaged or missing. 57, yes FIFTY-SEVEN, items missing. I still find that things I want to use have not arrived. And I realize they were packed in a box and taped shut with other items I am not noticing yet to be missing.
  CALIFORNIA EXODUS Moving and Storage are not holding themselves accountable. I filed a claim. Their repeated response is “we have 120 days to decide.”

  One of the shippers whose items were with mine on the truck and one of her boxes delivered to me, reports that 75% of her furniture was damaged. Still not the end until CA EX movers stands up and makes this right. Hoping for an ending that is more positive.

  Here is what they are offering;
  ”THEREFORE, UPON A CLOSE REVIEW OF YOUR BILL OF LADING (CONTRACT), ORDER OF SERVICE AS WELL AS PROOF OF LOSS AND DAMAGE FORM, AND TO MAINTAIN OUR HIGH LEVEL OF CUSTOMER SATISFACTION, THE SETTLEMENT OF THIS CLAIM HAS BEEN FOUND TO BE APPROVED IN THE AMOUNT OF $69.00 KINDLY ACCEPT OUR APOLOGIES FOR ANY INCONVENIENCE AND WE WISH YOU THE BEST IN YOUR NEW HOME!”

• Initial Complaint

  Date:03/24/2023

  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.

  Contract 10/21/22 Deposit 11/5/22 $1454 toward $4154 For long distance w/ 4039 lbs. Ref# ********* Claim # 617 Total cost was $6000 Full professional move. Disassemble/reassemble. Load/ delivery Furniture protection. Customer’s responsibility is to pack items. Have them boxed and ready for pickup. I filed a claim and was rejected for no weight of items. I resubmitted the claim with weight. They are awarding me $61.20 for all items. My sewing table was $214 to replace. My vintage glass from my mother’s estate is $30 to replace. They won’t cover that because I packed it. This is the same for my utensil crocks that were broken. They are awarding my s few dollars for the sewing table and marble table top that never got delivered. Moving day is always hectic. The lead guy had me sign inventory papers before they were completed. I rejected that and he told me I would get a copy. When he added the $.60 per lb on that paper I don’t remember. After he looked at all the boxes and furniture to go, he gave me an update on cost. $8162. I left 23 pieces of furniture behind to being the cost to $6000. Original contract had 4039 lbs for $4154 I had 4000 lbs for $6000 After all the problems, I contacted the coordinator to see approximately what date of delivery would be, he yelled on the phone no delivery till I made the final payment. READ MY CONTACT. It says final payment on delivery. Not when it’s on the truck coming across country. My items were moved and handled 5 times. My place to a box truck to a storage area to a semi trailer to a Uhaul to my storage facility. No wonder things got broken and missed. I want replacement value on all items. Not $.60 on the weight of the table and marble top. Right is right.

  Business Response

  Date: 04/03/2023

  Ms. *******,

  You were advised in writing three times prior to the loading of your goods that standard valuation is $0.60 per pound per article; 1.) estimate signed at the time of booking, 2.) verification call AND  email one day prior to your move date and 3.) on the Bill of Lading you signed at pick up of your goods along with a valuation selection page.  

  Below is copied from estimate :

  LIABILITY: California Exodus Moving and Storage provides two valuation options: Limited liability and full replacement value (FVP). Both plans cover furniture and boxes packed/unpacked by California Exodus Moving and Storage.  We suggest you purchase third party insurance to protect your property. Please read carefully before making your selection. Subject to the minimum valuation of $0.60 per pound per article and in compliance with and subject to the provisions of 49 CFR Section 375.701(a), California Exodus Moving and Storage cannot control whether proper packing methods are used by shipper, therefore on boxes packed by the owner as well as pressed wood (particle board) furniture, fragile or brittle items such as glass, china, ornaments, etc.; liability is limited to $0.60 per pound per article. California Exodus Moving and Storage has the right to inspect and repair any alleged damage. Consumer shipper waives all claims and California Exodus Moving and Storage is not liable or negligent for any damage to the interior or exterior of any residence including, but not limited to walls, floors, ceilings, stairs, banisters, carpets, plumbing, doorways, driveways, walkways, landscaping, etc. In addition, you are not able to give to us to carry and we accept no liability whatsoever for firearms, jewelry, cash, banknotes, any financial instruments, hazardous materials, liquids.

   

  SHIPMENT VALUATION AND COVERAGE: California Exodus Moving and Storage, Basic Liability of $0.60 per pound per article at no charge. If any article is lost, destroyed or damaged while in your mover`s custody, your mover`s liability is limited to the actual weight of the lost, destroyed or damaged article multiplied by $0.60 cents per pound per article. This is the basic liability level and is provided to you at no charge. It is considerably less than the average value of household goods. Full value protection coverage is available for an additional cost at the customer's request (cannot be purchased ). See "Full Value Protection Amount of Liability" above.

• Initial Complaint

  Date:03/19/2023

  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.

  The moving estimate was given based on the description and pictures of the items given. We knew there will be some margin of error in actual and estimate. We asked them to adjust the estimate to a higher number of boxes than what they suggested so that we do not have surprises on the day of the packing which was a "full service" option that we chose. 1) The higher estimate was around $5K. 2) They gave us a date of 3rd July 2022 for the moving pickup but on the 1st of July, they informed us that they can only do it on the 2nd of July. On the 2nd they came very late in the afternoon and they revised the estimate to $10K. We had no choice but to proceed because we had already declined other movers. The entire $10K amount has been paid. 3) With all the above inconveniences we were at the least hoping we get the full service. But the team which arrived at the destination refused to reassemble 50% of the furniture which they could not do because the team at the source location did not package it well to be reassembled. We have filed a claim form for this which is not resolved to our satisfaction. 4) During the packing at the source location the team which came to pack did not allow us to be vigilant and inspect the packing activity; instead, they asked us to leave the scene during packing. It was later realized that they have conducted theft of our items. All the items on the inventory list by boxes or package numbers were fully delivered to the destination. While some of the packages with furniture were damaged none of the boxes were opened. We have pictures of the items before they were given to packing. We have complained about this as well. The company wants us to agree to the 60 cents per pound on our claim whereas the things described above are clear theft and failure to conduct full service as per contract. Now they are asking us to go into arbitration and delay the matter. The company is still responsible for the incompetence and/or theft of its workers.

  Business Response

  Date: 04/03/2023

  Cali Exodus's claim filing procedure and valuation appears three times on the 2 page signed estimate at booking. (See Below)

  LIABILITY: California Exodus Moving and Storage provides two valuation options: Limited liability and full replacement value (FVP). Both plans cover furniture and boxes packed/unpacked by California Exodus Moving and Storage.  We suggest you purchase third party insurance to protect your property. Please read carefully before making your selection. Subject to the minimum valuation of $0.60 per pound per article and in compliance with and subject to the provisions of 49 CFR Section 375.701(a), California Exodus Moving and Storage cannot control whether proper packing methods are used by shipper, therefore on boxes packed by the owner as well as pressed wood (particle board) furniture, fragile or brittle items such as glass, china, ornaments, etc.; liability is limited to $0.60 per pound per article. California Exodus Moving and Storage has the right to inspect and repair any alleged damage. Consumer shipper waives all claims and California Exodus Moving and Storage is not liable or negligent for any damage to the interior or exterior of any residence including, but not limited to walls, floors, ceilings, stairs, banisters, carpets, plumbing, doorways, driveways, walkways, landscaping, etc. In addition, you are not able to give to us to carry and we accept no liability whatsoever for firearms, jewelry, cash, banknotes, any financial instruments, hazardous materials, liquids.

   

  SHIPMENT VALUATION AND COVERAGE: California Exodus Moving and Storage, Basic Liability of $0.60 per pound per article at no charge. If any article is lost, destroyed or damaged while in your mover`s custody, your mover`s liability is limited to the actual weight of the lost, destroyed or damaged article multiplied by $0.60 cents per pound per article. This is the basic liability level and is provided to you at no charge. It is considerably less than the average value of household goods. Full value protection coverage is available for an additional cost at the customer's request (cannot be purchased ). See "Full Value Protection Amount of Liability" above.

   

  To do so, please contact our claims and customer retention Processing Company at [email protected] or Mail your inquiry to 600 superior ave E, ste 1300, Cleveland, OH, 44114 . Phone: 800-549-7071 NOTE:  In the event, you are not satisfied when a resolution is made to your claim/complaint against the company, ONLY THEN you may contact any state, city, government, insurance, and consumer group such as the public, media organization, internet website or credit card agency
  By placing a deposit with California Exodus Moving and Storage, I am agreeing to the Terms & Conditions stated above. 

   

  If you are dissatisfied with the claim resolution the next step is arbitration.

   

• Initial Complaint

  Date:03/02/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Let me start by saying that I went through the company to resolve this issue to no avail. I hired California Exodus Moving and Storage to move me from CA to CT. I paid them $18,000 and once they received my stuff they broke all contractual obligations. I was told by two managers that my stuff would be to me within 7 to 10 days. It took 4 weeks and NO ONE could give me any updates of where my stuff was during this 4 weeks. Contractually I was to be given 24/48hrs notice and they showed up late in the afternoon with no notice and two guys (I had 6 guys load my stuff onto the truck) I had ALOT of items.80% of my boxes were crushed and damaged. Furniture was broken, china smashed, etc... they could not finish unloading and had to leave the semi on my street till next morning (illegal). Also note that 6 guys counted and markes EVERY item that when on the truck but the 2 guys had no paperwork, no inventory sheet nothing. And I never signed off on the delivery, Basically they get your stuff and then farm out your transportation and delivery to any yahoo with no consideration of your stuff or what happens once they have your money. I have documentation and numerous photos of all the damage.

  Business Response

  Date: 03/13/2023

  The client was provided a written estimate when she booked her move.  In that estimate or the TWO following statements:

  PICK UP AND DELIVERY SCHEDULE: Pickup and delivery dates are not guaranteed unless the optional Premium Guaranteed Service (P.G.S.) is purchased. Standard Service (S.S.) period is up to a maximum of thirty business weekdays, not including storage time, beginning on the first date indicated as available for delivery (not the date of pickup). The date indicated as 1st available for delivery is the first date of the delivery window and not the promised delivery date. California Exodus Moving and Storage estimated delivery period is up to thirty business days from the date indicated as first available for delivery. All the Estimated time of arrivals are subject to change depending on many industry factors such as traffic, weather conditions, unforeseen mechanical problems or unexpected services to be rendered with orders scheduled before you (mostly applies on second, third or fourth shifts). Note: California Exodus Moving and Storage will not discount any account due to any delays listed above. We will keep the customer informed verbally on the move date with a new/revised ETA (Estimated Time of Arrival) depending on our schedule.

   

  All Long Distance delivery services are made on a flexible basis with an estimated arrival time:
  0 - 500 miles: 0 - 6 business days.
  501 - 1000 miles: 1 - 10 business days.
  1001 - 1500 miles: 2 - 14 business days.
  1501 - 3300 miles: 3 - 21 business days.
  I have read and agree to the Terms & Conditions stated above:

   

  The client also received a verbal conversation on 5/1/2022 AND an email covering estimated delivery time based on her FADD (first available delivery date) and her move distance of 2859 miles.  

   

  The client was in communication with Cali Exodus  on the following dates:

  5/6 text

  5/9 text

  5/16 text

  5/25 text

  5/26 text

  5/31 text

  6/1 text

  6/3 telephone

  11/8 the client filed a claim by email

  12/19 claim rejected (provided zip file which claim packet clearly states is not accepted) 

  3/10 client filed a BBB

   

  Based on the above I do not think the client has proven :

  1.) no communication

  2.) no knowledge of estimated timeframe for delivery  -provided verbally AND in writing at least three times.

  3.) client incorrectly filed a claim regarding her damages.  

   

   

   

   

  Business Response

  Date: 03/17/2023

  Dear BBB,
  This letter is to vehemently reject the ridiculous response from California Exodus based on the following:
  First of all, when I was sent the estimate by Steve Correa – Certified Moving Consultant for my moving
  nightmare under the liability/damage section of the contract it clearly states that to fully understand my
  rights I was to be given additional information booklets entitled “Your Rights and Responsibilities When
  You are Moving” and a “Ready to Move” brochure, neither of which I received. It also clearly states that
  at a minimum I was to be paid $0.60 per pd for damaged goods. I have been paid NOTHING and I have
  POUNDS of damaged goods.

   

  It is obvious the client did not review her estimate signed at booking.  The links to BOTH brochures are attached to her estimate.  Copied from estimate: 

  Full Value Protection Amount of Liability: $63,252.00 (Optional)
  Deductible Levels: $0 $250 $500 $750 $1000 $1500
  Valuation Charge: $0.00 $0.00 $0.00 $0.00 $0.00 $0.00
  Total Estimate Plus
  Valuation Charge: $10517.30 $10517.30 $10517.30 $10517.30 $10517.30 $10517.30
  Customer's Initials: x_________ x_________ x_________ x_________ x_________ x_________
  WARNING: If a moving company loses or damages your goods, there are 2 different standards for the company`s liability based on the types of rates you pay. BY FEDERAL LAW, THIS FORM MUST CONTAIN A FILLED-IN ESTIMATE OF THE COST OF A MOVE FOR WHICH THE MOVING COMPANY IS LIABLE FOR THE FULL (REPLACEMENT) VALUE OF YOUR GOODS in the event of loss of, or damage to, the goods. This form may also contain an estimate of the cost of a move in which the moving company is liable for FAR LESS than the replacement value of your goods, typically at a lower cost to you. You will select the liability level later, on the bill of lading (contract) for your move. Before selecting a liability level, please read Your Rights and Responsibilities When You Move, and Ready to Move Brochure provided by the moving company, and seek further information at the government website www.protectyourmove.gov

   

  Ironically under "Understanding your estimate" this appears:

  This is a BINDING & GUARANTEED Estimated Cost for service based on the total Cu. Ft. (Volume Amount) provided by the customer before moving date for the specific items to be moved and services ordered as listed on this estimate. This estimated cost for service is binding, unless; additional services are requested or additional items are to be moved which are not listed on this estimate. Customer`s Responsibility is to make sure that all boxes and fragile items are packed, boxed up and ready for pick-up unless noted differently on this Binding & Guaranteed Estimate Cost for Service.

   

  Ms Shaffer CLEARLY had more items when we arrived at her residence as indicated by the increase in her inventory list alone.  

   

  A few lines down in the estimate this appears:

  LIABILITY: California Exodus Moving and Storage provides two valuation options: Limited liability and full replacement value (FVP). Both plans cover furniture and boxes packed/unpacked by California Exodus Moving and Storage.  We suggest you purchase third party insurance to protect your property. Please read carefully before making your selection. Subject to the minimum valuation of $0.60 per pound per article and in compliance with and subject to the provisions of 49 CFR Section 375.701(a), California Exodus Moving and Storage cannot control whether proper packing methods are used by shipper, therefore on boxes packed by the owner as well as pressed wood (particle board) furniture, fragile or brittle items such as glass, china, ornaments, etc.; liability is limited to $0.60 per pound per article. California Exodus Moving and Storage has the right to inspect and repair any alleged damage. Consumer shipper waives all claims and California Exodus Moving and Storage is not liable or negligent for any damage to the interior or exterior of any residence including, but not limited to walls, floors, ceilings, stairs, banisters, carpets, plumbing, doorways, driveways, walkways, landscaping, etc. In addition, you are not able to give to us to carry and we accept no liability whatsoever for firearms, jewelry, cash, banknotes, any financial instruments, hazardous materials, liquids.

   

  Three paragraphs down and this appears:

  SHIPMENT VALUATION AND COVERAGE: California Exodus Moving and Storage, Basic Liability of $0.60 per pound per article at no charge. If any article is lost, destroyed or damaged while in your mover`s custody, your mover`s liability is limited to the actual weight of the lost, destroyed or damaged article multiplied by $0.60 cents per pound per article. This is the basic liability level and is provided to you at no charge. It is considerably less than the average value of household goods. Full value protection coverage is available for an additional cost at the customer's request (cannot be purchased ). See "Full Value Protection Amount of Liability" above

   

  As far as "communication" regarding delivery again referring to the estimate she signed :

  PICK UP AND DELIVERY SCHEDULE: Pickup and delivery dates are not guaranteed unless the optional Premium Guaranteed Service (P.G.S.) is purchased. Standard Service (S.S.) period is up to a maximum of thirty business weekdays, not including storage time, beginning on the first date indicated as available for delivery (not the date of pickup). The date indicated as 1st available for delivery is the first date of the delivery window and not the promised delivery date. California Exodus Moving and Storage estimated delivery period is up to thirty business days from the date indicated as first available for delivery. All the Estimated time of arrivals are subject to change depending on many industry factors such as traffic, weather conditions, unforeseen mechanical problems or unexpected services to be rendered with orders scheduled before you (mostly applies on second, third or fourth shifts). Note: California Exodus Moving and Storage will not discount any account due to any delays listed above. We will keep the customer informed verbally on the move date with a new/revised ETA (Estimated Time of Arrival) depending on our schedule.

   

  Please refer to Your Rights & Responsibilities When You Move Brochure - Rights & Responsibilities as well as Ready to Move Brochure - Ready to Move
  All Long Distance delivery services are made on a flexible basis with an estimated arrival time:
  0 - 500 miles: 0 - 6 business days.
  501 - 1000 miles: 1 - 10 business days.
  1001 - 1500 miles: 2 - 14 business days.
  1501 - 3300 miles: 3 - 21 business days.
  I have read and agree to the Terms & Conditions stated above:

   

  This is not a long estimate and CLEARLY provides the client with the information she needed for her move.  Please note that the links for FMSCA sites are listed in places TWO on a simple two page document.  

   

  The client can and has filed a claim with Cali Exodus on 11/8 and the claim was rejected as the client attached zip files which the claim form clearly states we cannot accept.  

   

  The client is welcome to re-submit her claim following the claim packet instructions (this form IS 6 pages long) and very detailed about what the client must provide for the claim to be processed.  

   

   

   

  Customer Answer

  Date: 03/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I sent the Claim Form ONLY via zip along with each picture of all the damaged items which were ALL sent in a JPG. format on DECEMBER 16, 2023.  I sent SEVEN SEPARATE EMAILS each one CLEARLY STATED in the Subject Line:

  "FILE ONE OF SEVEN" , TWO OF SEVEN" and so on so that there would be NO DOUBT that ALL emails were received.  Monday DECEMBER 19, 2022 at 8:42AM I received an email from ***** **** stating that the Claim form could not be accepted in zip format so that SAME DAY (DECEMER 19, 2022) at 4:43PM I resent each of the three (3) pages of my claim form again in JPG. Format.  On December 20, 2022 at 1:35PM I received an email from ***** **** confirming receipt of my revised claim form and stated that she would forward it over. I then responded the same day (December 20, 2022) at 1:35PM to ***** **** thanking her for the assistance. 

   

  So the "excuse" used by Calfiornia Exodus to reject/deny my claim is completely false/incorrect.

   

  Since they do indeed have all the necessary documentation, pictures etc... I would suggest that they submit my claim again to rectify this issue.  I also have sent BBB a copy of the "JPG" Claim Form and all JPG pictures as well. 

   

   

  Regards,
  
  ***** *******
  
  
  
  
   

• Initial Complaint

  Date:12/29/2022

  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 contracted Cali Exodus to move from ******** CA to ************* 30045 and we completed the household pack/load on 7/28/22. The contract included the following services and was quoted $17,200 but billed $22,000. A very big underestimate. Also was told it was a PROFESSIONAL MOVING SERVICE. The Following Services were included: • Disassembly & Reassembly of Basic Furniture. • Loading at Pick-up & Unloading at Delivery. • Blankets, Pads, Belts, Ties, & Straps for Added Protection of Your Furniture. • BIPD- Total loss insurance up to $1,000,000 • A team of professional and experienced movers This Is A Full Professional Service Move!! Please see the attached move damage along with photos and description of the damages. The biggest issues were that NO MOVING PADS were used per the contract and the unload team were all young kids with no experience, unable to lift the furniture so they rolled, tumbled and drug it. It was raining the day of delivery and they has no floor pads or runners to protect my floors or home. I asked and they said they didn’t have anything! They slid my goods across the warehouse or trailer floor as the black grime is indigent of a warehouse floor. At some point one of the employees opened up ALL my wardrobe boxes and cut the sides to make them shorter and take up less cube. My clothes were dropped into the bottom of the wardrobe. Several items are missing, I wasn't given an inventory sheet to receive from so could tell what was missing until we unpacked and started to look for the items and couldn't find them. It’s hard to understand how the broken chair legs could be shattered like they were under a normal move. Many of the table sides are gouged and scratched because they didn’t lift anything. I thought I was hiring professional movers, I filed a claim on Nov 7, 2022 and haven't heard from anyone. I call and the customer service rep and it goes to voicemail. Not sure if they are leaving town or what is going on.

  Business Response

  Date: 12/29/2022

  The client has filed a claim for compensation.  The claim is in process and the client will be advised via email as per standard company policy.

   

• Initial Complaint

  Date:12/20/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  My name is ******* ***, ********** Exodus Moving Company moved my household goods from ********** to *******, Order # ********** The loading was on 6/30/2022 and the delivery date was on 8/5/2022. Upon arrival Abe, who seemed to be the supervisor made an assessment and doubled the estimate amount, alleging there were too many items, and it would be a full truck. He initially quoted about $10,000.00 more, bringing it to $18,141.00. I left several items behind due to the new quote. I ended-up paying a total of $15,080.00 in cash. On delivery date half of my belongings were missing (stolen) and broken. I filed a claim as instructed by them, it took five months to hear from the them. The claim was denied because I filed a review with the BBB (this office). The customer services people were extremely rude and ignored my calls. They did not deliver my good that they took from my home, and what was delivered were damaged or broken. Upon packing in my home in **********, their employees broke into my safe to steal what was inside. There are other similar claims and reviews against this company in the BBB, I am not the only one. Please help me and others to not fall victims of this unscrupulous business that is cheating, steeling, damaging important personal items from their customers. I filled a police report in ***** ***** for theft, but they cannot do anything. The owners or managers never answer or communicate with the customers. Their business is to move and deliver the customer's goods and they failed to do it as promised and per contract because I wrote a review to the BBB. Unbelievable. I have the right to free speech and as a customer to write the review, and they have the obligation to do their jobs and deliver my goods. Their website, (it is all lies) they do not have trucks, all rental type trucks, and the employees are not their employees either. They did not know what they were doing (packing), I paid for packing too, but they did a horrible job. I never received any notification about the claim process as written on the claim (60 days notices).

  Business Response

  Date: 12/21/2022

  Mr. *** filed a claim with Cali Exodus AFTER he posted negative reviews not allowing us to resolve the problem through the claims process.  He was not satisfied with the timeframe in which he received his resolution.  The client has filed with his insurance  company and has received funds from that company for damages.  

  Customer Answer

  Date: 12/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  Exodus continues to LIE. In their response they say that my claim was DENIED because I filled a review with the BBB on 9/9/2022 (reason for denial). In their response to this complaint they say I filled the review BEFORE I sent them my claim. That is not TRUE. I filled my claim with Exodus on 8/22/2022 and the review with BBB on 9/9/2022 (that is after). This proves their lack of integrity and honesty. I was robbed by Exodus, I still do not have my belongings that they took from my house and signed for it. Where are my things? We have a contract, but I am the only one bonded by it, they do not take responsibility for their actions. They never sent me any notification about the claim every 30 days from the claim date as stated in the contract (why not?). They are not following their own rules, they violated the contract by not delivering what they promised and then not responding. Off course I had to write a review, and it still took 5 months for their answer. All I ever wanted was my belongings delivered to my home which I paid $15,000 plus with this horrible unscrupulous company and people. They call them selves professionals and family company. They are professional crooks that steal from people and take no responsibility. How can they get away with this? God and the Devil are watching and the Devil is winning for now.
  
  Regards,
  
  ******* ***
  
  
  
  
   

• Initial Complaint

  Date:12/19/2022

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  Our original estimate was $6000 and was based upon an estimated 54 items and 127 pieces (181 total). The movers tagged 157 total and upcharged us $1842.60. We supposedly took up extra cubic feet in the original truck but took up considerably less in the delivery truck (pictures can be provided). Additionally, since the truck was too large for our small streets, we had to rent a ***** truck. We rented a 26’ truck and only filled less than ¾. On the move day, the movers loaded boxes that were not supposed to be taken and left items that were supposed to be taken. The movers refused to unload the items that were incorrected loaded. Also, we are continuing to find stuff that is missing and broken.

  Business Response

  Date: 12/20/2022

  We have not made a move for this person.

  Customer Answer

  Date: 12/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* ******
  
  
  
  
  Received claims forms. These are for damages and missing items which we will complete and return. It does not address the overcharges for our move.  

  Business Response

  Date: 12/28/2022

  The claims process does allow for the client to address all issues with the move through the claims process.  Below copied from estimate signed at booking

  CLAIM FILING PROCEDURE: As per company TERMS AND CONDITIONS, in the unlikely event a customer realizes that some of their goods are damaged or missing, or if they feel that they have been over-charged or charged for services that they didn't receive prior, during or after services were completed, all customers FULLY understand that they MUST initially give the service provider (California Exodus Moving and Storage) the FIRST RIGHT to fully investigate and respond in writing with a resolution to their issues.   

• Initial Complaint

  Date:12/17/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Per email confirmations, California Exodus Moving and Storage, agreed to come to apartment on December 16, 2022, to access moving needs and confirm price. They flipped the script and wanted to pack on Friday, December 16, 2022 and not Saturday, December 17, as promised. When their last minute schedule change could not be accommadated because of finals, they refused to pack on Saturday. Conversations between Foreman and Operations managers were extremely unprofessional. Yelling, cursing and dominating the conversation and could not get a word in. Bottonline, they refused to refund the deposit of $800. Now I have gotten a lawyer.

  Business Response

  Date: 12/19/2022

  This is not our client; we have no moves booked under this name. Please remove.

   

• Initial Complaint

  Date:12/07/2022

  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.

  When item were delivered the move in crew was several hours late, showing up later in day. The truck driver had a tight schedule and wanted items moved out of truck expeditously. In addition the movers had to get another truck to move the items. They moved the items from the truck to a shed out side the property with the promise of moving the household items into the residence and assemble the furniture, etc. later. They finished the initial move out of the truck at appox 8:30 pm. At that time they indicated that they wanted to go home and promised to come back to move the items into the house. They never called back, would not answer phone , and CaliExidos rep was rude and would help little to have the move crew come back. After weeks & many frantic calls to CaliExidos he suggested I call another mover to finish the job. I had to call another mover to finish CaliExidos job of bringing in the houshold items, furniture, assembly of furniture, etc. per contract. The mover I called sent 3 movers to finish the job CaliExidos was responsible for, to bring the items into the house and assemble furniture. They spend a total of 5 hours and charged me $750. This money needs to be refunded to me to finish the job CaliExidos should have done the first place. The CaliExidos rep rudly stated that this was my problem and quickly hung up.

  Business Response

  Date: 12/08/2022

  The client needs to file a claim with Cali; he has been contacted and advised same.

   

  Customer Answer

  Date: 12/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Submitting claim is a good start.   Complaint will not be resolved until claim is submitted and approved.]
  
  Regards,
  
  ******** *****
  
  
  
  
   

  Business Response

  Date: 12/13/2022

  The client has submitted a claim; we will process it in the order in which it is received.

   

• Initial Complaint

  Date:10/23/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 received an estimate from ***** OHara for all of my household items 1164cf and a full pack for $10,700 for our move on 8/25/2022. ***** told me the cubic feet is over projected by 4 to 5%. I paid a 35% deposit [$3755.50} our Job #*********. Five movers and a budget rental truck showed up on 8/25 and told me I had to sign forms before they could start. I signed and they started. During the time the movers are packing up my husband hears something strange in the garage (we were in our backyard) my husband goes into the garage and two of the movers have opened up tote containers and pulled out our paintball guns and they are shooting each other and our garage walls. My husband has to tell them multiple times to stop. 8 hours later the foreman, ***, told me we owed $16,000 because all of our stuff filled up his 18 foot truck. I told I cannot pay that so he said, "What can you pay, I will make you a deal." I told him I can pay what ***** and I created on the estimate. *** said just give me $6000 dollars. I wrote a check for it. They leave and we come inside our home and walk out to the garage to clean up the paint and our garage is full of our household items. They left 80% of the items from the estimate ***** I created in our garage. I contact the company - ***** and he is shocked and puts me in touch with customer service person named ***** ****. All she says is you signed the documents so you have to pay. I stopped payment on my check. The movers took items that were not on the estimate created and they took DISH cable boxes. remotes, Comcast Wifi router, IRS tax documents, finance documents, military records, SS cards. blank checkbooks. ***** told me I signed the papers and they could file charges against me for check fraud. ***** emailed me a notice they are auctioning our stuff on 10/07/2022. I told her you are selling our personal information, SS numbers, Military records. No one has contacted me.

  Business Response

  Date: 10/28/2022

  I have updated our  system to remove your information.

   

  Business Response

  Date: 10/31/2022

  The client has not paid for her move so I am not sure why she feels she is do a refund.  If *** ******* was as concerned about her personal effects as she claims,  she would not  have cancelled payment to us. *** ******* was offered the opportunity to make her payment and pick up her goods and complete the move on her own.  She declined.  Instead she left her unpaid goods in our storage without paying for storage.  

  Customer Answer

  Date: 10/31/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  From ***** ****

  The client has not paid for her move so I am not sure why she feels she is do a refund.  If *** ******* was as concerned about her personal effects as she claims,  she would not  have cancelled payment to us. *** ******* was offered the opportunity to make her payment and pick up her goods and complete the move on her own.  She declined.  Instead she left her unpaid goods in our storage without paying for storage.  

   

  I paid $3,755 of the $10,700 that was given to me by ***** Ohara. This estimate was given to me and it stated it was a binding and guaranteed estimate. The movers that showed up told me to sign documents before they could proceed. The movers DID NOT use the estimate from ***** Ohara that itemized each item they were to pack up and move. THEY DID NOT DO THIS! The movers took items that were not on the list. These items were stolen from us and these items are personal and military records, tax records, vehicle titles, medical records. The only items they took on the list was a 4 piece leather sectional, 2 wing back chairs, ottoman, all kitchen items(plates, pot and pans), and our clothes. *** lied and told me I owed $16,000 dollars for those items. The rest of the items (80%) were wrapped up by the movers and left in our garage and our outside shed. THE LIED AND SWINDLED US!!! 

  Now I am getting harassing emails from California Exodus Moving and Storage from an ** ***** ***************************** to itemize my household goods. Even when I ask him not to email me he emails me anyway with, "The Taliban has an a rating on BBB... we don't support terrorist organizations" WHAT DOES THIS MEAN? Every time he emailed me I cc's ***** **** and ***** Ohara. Al Brown does not stop there! He then emails me late in the evening on Sat 10/29/22 @3:02AM  from a different email ************************** "Hello, Do you still need an affordable 'A' rated mover? We also, do vehicle transport as well Text YES for more info. This is harassment and with all the personal and sensitive military documents they took I no longer feel safe in my home or safe at all for that matter. I am going to contact our local FBI office. This is no longer funny and can it be treated so carelessly by California Exodus Moving and Storage. 

  Also, in her reply to the BBB she says our items are still in a storage unit. So she lied when she sent me a notice our items were going to be auctioned off on 10/07/2022. Was the point of my auction notice letter from ***** just a threat? I have asked her repeatedly for an itemized list of our items they auctioned off on 10/07/2022. This company needs to be investigated and shut down! What did my deposit of $3,755 pay for? I had to pay another company to come in and move the 80% of our items that Cali Exodus left behind. Cali Exodus has cost me more money and fear of my safety which you cannot put a price on. Even after the emails and comments from Al Brown, no one offers an apology from ***** **** or ***** OHara. 

  I absolutely reject ***** ****s / California Exodus Moving and Storage response. I am filing my complaint with the FBI for her threating letter to auction our identity and my husbands' and father-in-laws military documents and other military items. To only find out she is still holding it and asking for us to pay for items they were not entitled to remove from our home. Also, for the despicable email from ** ***** about the Taliban and terrorist organization.

  
  Regards,
  
  Evie Woodard