Complaints

This profile includes complaints for Moving Ahead Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Moving Ahead Services has 7 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Moving Ahead Services

  4708 Topps Industrial Pkwy Willoughby, OH 44094-4610

• 

  Moving Ahead Services

  6500 Shier Rings Rd Ste B Dublin, OH 43016

• 

  Moving Ahead Services

  710 Peninsula Ln Ste D Charlotte, NC 28273

• 

  Moving Ahead Services PIttsburgh

  1025C Mt Nebo Rd Pittsburgh, PA 15237

• 

  Moving Ahead Services

  6500 Shier Rings Rd Ste B Dublin, OH 43016

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:02/26/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm having issues claiming damages from the moving company. I purchased insurance which was not honored, nor was I allowed to speak with anyone regarding the dismal amount offered for approximately 6.000 in damages. I was overcharged for the move. The wrong equipment showed and an 8 hour move took 13 hours. I agreed to a settlement just to move on with my life, but am now being told they will not honor the settlement. I was told by the manager I would be taken care of and then by the VP. Both have been dishonest and the insurance is invalid at best.

• Initial Complaint

  Date:11/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Absolutely horrible experience with them (Cleveland Area). Broken glassware in several boxes, damaged walls and tiles in new home. Won’t call you back for customer service, you have to track the managers down in order to speak with them even though they promise to call you back the next day. Random charges to my credit card after the move. Their workers were good but even they had nothing good to say about the company and the officer staff and management. Would NEVER recommend! Do yourself a favor and choose someone else.

• Initial Complaint

  Date:09/13/2024

  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.

  Items damaged, broken, missing and no response from the company. Complete negligence. We engaged Moving Ahead Services to move our household from OH to FL July 17th. We were given a quote and timeline for a dedicated, two truck move. Packing : not enough packing supplies brought, used our boxes and containers, complete cabinets left unpacked/behind, took an entire day longer than promised despite TWO surveys conducted, the second at my request. Our belongings did not fit and they said they would rent an additional trailer at their expense. This did not happen. What they did do is repack the trucks we had signed off on, DID NOT GIVE US THE LOCKS as stated they would, took our belongings and repacked at their warehouse. The result is broken furniture and artwork that we oversaw the wrapping, packing and loading by the operations manager due to their sensitive nature and they did not come off the truck in the same place. There is also missing art and household items. In addition, they charged our card without permission, resulting in a $400 convenience fee they will not reimburse. This is an unprofessional, inept organization that is now not returning emails. Photos and timeline will be provided upon request.

  Business Response

  Date: 09/18/2024

  Dear *******,
  Thank you for bringing your concerns to our attention during our phone conversation yesterday. We sincerely apologize for the experience you had with Moving Ahead Services during your recent move from Ohio to Florida. We strive to provide the highest level of service, and we regret that we did not meet your expectations in this instance.
  After reviewing the situation, I looked into the trailer that you mentioned. Our General Manager did pick up the additional trailer, at the expense of Moving Ahead Services, and it was indeed used for the entirety of the move, from loading through unloading. While packing did take longer than anticipated, this was largely due to the extensive size of the move, which involved two full 26' trucks and the additional trailer. Despite the delay in packing, the overall timeline was completed within the agreed-upon timeframe of July 18th through July 22nd.
  Regarding the concern about the trucks being unpacked and repacked, I have reviewed the timelines and pay periods for the movers involved, and I can confirm that the trucks were not repacked during the process. We understand the importance of transparency, and we conducted two surveys of your inventory as per your request. If a third survey had been desired, we would have gladly accommodated that, as we are always committed to going beyond expectations for our customers.
  Additionally, after speaking with both of our General Managers, it was noted that there were inventory changes made by you and your husband regarding what was to be transported versus what was staying at the home. This is completely normal during moves and we worked to accommodate those changes as needed.
  As we discussed, I have already sent you the claim information you requested shortly after our conversation. Again, we apologize for not meeting your expectations and appreciate your feedback, as it helps us continue to improve our service.
  Please feel free to reach out if you need further assistance.

• Initial Complaint

  Date:08/20/2024

  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.

  Damaged furniture $6000.00 sofa from pottery barn and a $2200.00 armoire from Herman’s furniture in Sandusky Ohio. We paid $300.00 for extra coverage of $50,000. Since we have very pricey furniture and moved out of state. We haven’t gotten any resolve from them or their reps.

  Business Response

  Date: 09/06/2024

  We want to assure you that the complaint is being handled in a timely manner by our CSI Moving Claims department. Our team is actively working to resolve.
  We are aware that the customer initiated a chargeback, which is currently impacting the resolution process. We understand that this situation adds complexity and delays, and we are committed to resolving it as quickly as possible.

  
  Resolution Efforts:  To facilitate a prompt resolution, we are actively communicating with the chargeback provider and working on resolving the underlying issues.  The chargeback has been pending for the last 7 days. We have emailed them and are waiting for a response. 

• Initial Complaint

  Date:07/31/2024

  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.

  Multiple damaged items. Alerted Moving Ahead directly after it happened (even addressed it with the movers the day of when it was caught). Provided pictures, and details on items. I didn't even disclose all of the furniture that was damaged and broken, just kept it to two items in an attempt to keep it simple. After I first called I was told my file would be forwarded to those who dealt with it. A week goes by and no response. I called again and got an email the next morning about it. I kept pushing and got nowhere. Kept getting the runaround and then they finally shipping my claim off to a third party.

  Business Response

  Date: 08/22/2024

  I wanted to provide you with an update regarding your recent claim. We reached out on on June 26th and left a voicemail to address your concerns. Additionally, we sent the claim process document on July 24th and July 29th to assist you in navigating the claims procedure.
  On August 15th and 16th, We contacted both you and CSI to reopen and advance your claim. Currently, your claim is under review with CSI and is progressing through the usual process.
  We appreciate your patience as we work to resolve this matter. If you have any questions or need further assistance, please do not hesitate to contact us directly.
  Thank you for your understanding and cooperation.

• Initial Complaint

  Date:06/03/2024

  Type:Customer Service 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.

  The mover had committed to transporting my piano but failed to follow the appropriate procedures for safely removing it from my home. Prior to the move, I repeatedly confirmed with the company that they were equipped to handle piano transportation. Standard procedure for moving pianos involves using a dolly, as any professional mover should know that rolling a piano on its own wheels can cause significant damage to both the flooring and the piano itself. Unfortunately, the movers rolled the piano on its own wheels across my hardwood floor, resulting in damage exceeding $10,500. This negligence delayed the closing of my home sale and now necessitates compensating the buyers for the estimated repair costs. Despite the evident mishandling, the movers have refused to cover these damages, citing my lack of awareness of a floor protection option that is mentioned on an inventory checklist. The assertion that I should have purchased floor protection is irrelevant, as it would not have been necessary had the movers adhered to the correct procedure for moving the piano.

  Business Response

  Date: 06/18/2024

  Hello,

  Our operations manager has reached out to discuss your move with you on 6/15. We'd like to work with you on this matter.
  
  Please give our office a call at ***** ******** to discuss.
  
  Thank you, 

  Customer Answer

  Date: 06/22/2024

  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 can confirm ongoing communication with the operations manager regarding settlement, with an expected update by June 25th. However, due to unfortunate events on June 22nd, the revised reimbursement amount is now $12,500. In light of the impending deadline for submitting a response to the Better Business Bureau before June 25th and the absence of a finalized agreement, regrettably, I am unable to accept this resolution, as the matter remains unresolved.
  
  Regards,
  
  ***** *********
  
  
  
  
   

  Customer Answer

  Date: 06/24/2024

  On May 30th, my residence sustained floor damage during the removal of a piano by Moving Ahead Services, as previously detailed in my initial complaint. Since then, I have diligently attempted to communicate with Moving Ahead Services, logging over 30 documented attempts, with limited responses.
  In an effort to manage the situation, I coordinated with Moving Ahead Services' Operations Manager to transfer my belongings from their warehouse to an independent storage facility on June 22nd through a secondary moving company. Regrettably, upon arrival of the secondary moving company at the new storage facility, it became apparent that the items delivered were not mine, excepting a piano that could not be definitively identified as mine.
  Moving Ahead Services was notified immediately, and upon consultation with the secondary moving company, it was determined by their management that the incorrect items must be returned to Moving Ahead Services' warehouse. While they were in route, Moving Ahead Services indicated they were unable to receive the items promptly, posing a significant dilemma regarding the storage of items not belonging to me. Following multiple calls and logistical adjustments, Moving Ahead Services eventually dispatched an employee to their warehouse, where my items were finally located.  The secondary moving company was not able to remain on the premises until all of my items were located; movement of my items was no longer possible, and they remain in storage at Moving Ahead Services' warehouse.  

  I remained at Moving Ahead Services' warehouse until approximately 1:55 PM while efforts were made to locate and secure my belongings. This entire situation, including travel expenses, resulted in financial losses outlined below:

  $11,500: Amount conceded to repair flooring damage caused during the piano removal.  This does not include carrying costs for the home (eg., HOA, insurance, utilities, additional closing costs due to modifications) that were incurred due to the delay in the sale of the home, nor the time and effort spent in trying to coordinate a resolution for this specific issue.
  $1,050: Amount owed to the secondary moving company, also including personal travel expenses incurred due to the unsuccessful move resulting from incorrect item transfer.
  $780: Amount paid to Moving Ahead Services for their initial moving services
  I am formally requesting reimbursement for the aforementioned amounts totaling $13,330, which covers the damages incurred as a direct result of Moving Ahead Services' mishandling and subsequent misplacement of my belongings.

  Business Response

  Date: 07/25/2024

  *****, 

  Our operations manager Mike S***** has tried to reach out via phone and email to come to a resolution on this. We've procured a flooring contractor that can repair the damages, but we have been unable to get this scheduled.
  
  If you could put us in contact with your realtor, we can work on getting this scheduled. 
  
  Thank you,

  Customer Answer

  Date: 07/25/2024

  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 was recently contacted by the Operations Manager, and reiterated several times that I no longer own the property in question and cannot provide access.  Moving Ahead Services failed to investigate the claim while the property was still accessible, with full knowledge that the sale of the home was pending restitution for damages to the flooring.  Please see the attached email for the most recent correspondence on the matter.  

  Kindly note that this claim was raised to Moving Ahead Services by the moving team while they were still present at the location on 30May, and that the Regional Manager indicated that he would address the issue.  On 31May, after repeated contact attempts, the Operations Manager took no action to acknowledge the claim until 26Jun, when they were fully aware that I no longer had access to the property.  Moving Ahead Services was provided with the first repair quote on 31May, and had ample opportunity to respond.

   

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hi ******,
   
  Thanks for your time!  Please see attached from the ALTA statement and a separate statement from my realtor that an additional 5K had to be paid to the seller in cash (check) at closing.   I'd prefer not to share the check copy, but if it is required, I can do that as well.
   
  I have trust issues with this company for very obvious reasons!
  
  Thanks,
  ***** 

   

  Business Response

  Date: 08/09/2024

  Hello, 
  
  We have made multiple attempts to contact this customer, and the real estate agent to make the repairs.

  We have not been given access, and all parties are not accepting our repairs. 

  We are happy to supply all of our email correspondence, and phone records up to this point. 

  Thank you, 

  Customer Answer

  Date: 08/09/2024

  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.
  
  As I have stated several times via phone and email correspondence with the operations manager (was supplied previously), I am not legally able to provide access to the property. The moving company was made aware of the damage and provided access to the property at the time the damage occurred, but declined to pursue any investigation until nearly one month afterward. They were fully aware that I no longer was able to provide access to the property when they requested permission to enter the property. 
  I have received a no follow up communication via phone or email since the last email that I provided.
  
  Regards,
  
  ***** *********
  
  
  
  
   

  Business Response

  Date: 08/22/2024

  *****,
  
  We'd like to come to resolution with you on this. Our team has made attempts to contact your real estate agent.
  
  We secured a company to make the repairs, but have had no luck in getting this scheduled.
  
  Can you provide us with any additional documentation about the losses incurred due to the damages? 
  
  Thank you, 

  Business Response

  Date: 08/26/2024

  Hello,

  Could you please provide us with the signed Closing Disclosure that outlines the flooring damage and payment amount. 

  Thank you, 

  Customer Answer

  Date: 08/26/2024

  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.
  
  These were provided previously and are attached again; the statement from my realtor to Moving Ahead Services' owner and Operations Manager explains the detail as to how the costs are identified in the Alta statement and personal check, totaling the amount of 11,500 that was due to the floor replacement costs.  A repair estimate was provided to Moving Ahead Services the day the incident occurred ($10,500), and a second estimate was provided at the request of the Operations Manager on 15Jun (13,100).  Other quotes were obtained for 12,500 and ~14,000.
  
  Regards,
  
  ***** *********
  
  
  
  
   

  Business Response

  Date: 09/17/2024

  Hello,I’d like to start by saying that we do not accept the $9,000 resolution offer made by the customer. We offered our one-time good faith offer, and that’s where we stand. I’d like to take the opportunity to outline some important details in this complaint.
  
  - Floor protection was offered in our estimate and contract. The customer declined the additional floor protection materials.
  - The customer selected Release Value Protection. This opted her into the $.60/lb damage protection.
  - The customer agreed to our terms and conditions, which specifically spells out this scenario. “The carrier is not responsible for dirty floors/carpet, damaged hardwoods, or tears in vinyl flooring. It is the customer's responsibility to protect their floors before the carrier's arrival.”
  - We have the right to repair, and we were not given the chance to provide this.
  - The quote that was provided outlines quarter round, an entire brand new floor of the customers choosing. Are they saying that we ruined all of the quarter round, and 1014 sq ft of flooring? This is not how damage claims work.
  - We offered our flooring repair specialist, and this request was denied.
  
  At this point, we have made a very fair effort to resolve this issue with the customer. However, the customer denied floor protection, denied additional insurance options, denied our right to repair, denied our floor expert to offer a quote, and has now denied our good faith resolution.
  
  It’s very obvious that this customer would rather just make up her own claim process, instead of the one outlined in her signed contract.
  
  This matter is considered closed from our end.

  Customer Answer

  Date: 09/17/2024

  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.
  
  Please see my responses.

   Floor protection was offered in our estimate and contract. The customer declined the additional floor protection materials. Customer response: Floor protection was declined based on the assurance that the piano would be properly removed, as specified in the contract under a separate line item. However, this was not carried out as promised. Please refer to the attached document for the correct procedures for removing a piano from a home, which should be standard practice for any moving company offering this service. This is not a dispute regarding floor insurance; it is a matter of professional negligence.
  - The customer selected Release Value Protection. This opted her into the $.60/lb damage protection. Customer response: I was led to believe this was the value of the property being moved, not the value of the home.  I'm uncertain how this applies.
  - The customer agreed to our terms and conditions, which specifically spells out this scenario. “The carrier is not responsible for dirty floors/carpet, damaged hardwoods, or tears in vinyl flooring. It is the customer's responsibility to protect their floors before the carrier's arrival.” Customer response: The contract also specifies an exception for professional negligence, which is the case.
  - We have the right to repair, and we were not given the chance to provide this. Customer response: This is not true.  The Regional Manager was aware immediately of the issue, and continuous follow-up was conducted with the Regional Manager and Operations Manger on the day of the move and following day; Moving Ahead Services was fully aware of the timeline and access was available.  Moving Ahead Services declined to request access to the property until nearly a month later, when they were fully aware I could not provide access.
  - The quote that was provided outlines quarter round, an entire brand new floor of the customers choosing. Are they saying that we ruined all of the quarter round, and 1014 sq ft of flooring? This is not how damage claims work. Customer Response: The property had to be in the condition at the time of inspection, and the floorplan is an open floorplan.  The hardwood was glued and no longer manufactured, so the flooring had to be replaced.
  - We offered our flooring repair specialist, and this request was denied. Customer Response: Again, I did not deny access to property I owned.  I offered access for 5 days while I owned the property; it was Moving Ahead Services' decision not to proceed until they were aware I could not provide access.
  
  At this point, we have made a very fair effort to resolve this issue with the customer. However, the customer denied floor protection, denied additional insurance options, denied our right to repair, denied our floor expert to offer a quote, and has now denied our good faith resolution. Customer Response: I disagree.  There was never a denial of repair, and the case is professional negligence.  I deny that the damages due to the professional negligence should be limited to $2000.
  
  Regards,
  
  ***** *********
  
  
  
  
   

  Customer Answer

  Date: 09/18/2024

  A default letter is provided here which indicates your acceptance to have the complaint be handled through BBB Arbitration.

  Better Business Bureau:

   

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hi ******,

   

  Thanks for your time - I've attached the form (since I couldn't complete it in the portal - perhaps it is an issue with Chrome?).

   

  Please let me know if I need to go in and click to Accept the arbitration (or if that would cause more problems than it solves).

   

  Thanks, again!
  *****

• Initial Complaint

  Date:06/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Items were stolen by staff, have followed up multiple times with company and have received no response in reference to resolving the issue.

  Business Response

  Date: 06/18/2024

  Jud,

  Our operations manager **** ****** has been working with you on a resolution. It's my understanding that this is a fairly unique situation, and our team is working on a resolution with you.
  
  Thank you, 

• Initial Complaint

  Date:05/28/2024

  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.

  4/9/23 taking the couch from the old address noticed beads on the carpet, one of the workers stated he put his hand under something and it busted-By the time the whole mess was found they pulled off; new home 7.5 mths later: right off one of the workers took a chunk out the garage door;( new home) as items being brought in, damages started to be noticed: desk was scratched and pieces broken that it couldn’t be re-assembled, comment from worker what did you expect; the adjustable bed was brought in bedroom and just placed on the carpet floor, I mentioned this isn’t right and they didn’t care, I asked where’s the wheels and base that help it adjust, also remote missing; you can see it had gotten wet but because remote was missing at this time didn’t know it wouldn’t work. I called a supervisor and he came out few days later after finding the wheels to get it adjust, he saw the bed got wet- placed in wet grass or something. Also he was shown the garage door, and a boxed game that was drenched. I found the remote to the bed, replaced batteries but the bed did not work. A tech was called out from a company that was recommended ($65) and he asked how did the bed get wet, without it being said he noticed it had gotten wet. Couldn’t locate a new remote so new adjustable had to be purchased. Original set $2600 replacement $500 affordable at this time. Co was called,no response about the damaged bed and no help with the new one. Now, the tv which was just purchased before moving, they misplaced the base, screws and REMOTE. I asked why wasn’t all the parts put in the orig box that was used, worker stated they didn’t fit. Awful funny they fit when it was delivered. Finally found the parts and yes, base was put on incorrectly and tech from tv co had to come out. The remote was found 3 weeks later. Other damages: new shredder, scratched 2 shelves and storage containers. Filed claim w co but I refused $194. Bathrm had to be sanitized from one of them using it. Bed&Desk tossed

  Business Response

  Date: 05/30/2024

  Hello,

  I reviewed this complaint with our Operations Manager **** ******. It looks like your claim was submitted, and you were offered $194 as you said. This claim was denied by you.
  
  There has been another submission with our claims company, and they are currently working with you on the matter. As of yesterday, they said they would respond to your latest request within 48 hours. So I would expect a response from them shortly.
  
  If you'd like to speak with us directly about your claim, CSI, or the process, don't hesitate to call us directly at **************

  Thank you,
  

   

  Customer Answer

  Date: 06/07/2024

  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.]

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  As of this date Jun 6, I’ve heard nothing from the company moving ahead. Addition to original complaint add on incompetent workers- they put the base on a new tv incorrectly ( they were given the instructions) and a service tech had to replace the 2 pieces so tv didn’t hit the floor from it leaning / tilting so much. knolan
  Regards, 
  
  
  
   

  Business Response

  Date: 06/18/2024

  Hello,

  We have tried to work with you on this claim, but you refuse to accept any of our offers. Our claims company has sent you multiple emails explaining the settlement, and asking how you'd like to move forward. 

  When booking services with us, you selected your deductible. After working with our claims company, they determined that you did not meet the deductible. We went above and beyond by offering you a $300 good faith resolution. 
  
  This is our final offer. 
  
  Thank you, 

   

  Customer Answer

  Date: 06/19/2024

  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.]
  I asked for proof I accepted the deductible because I don’t initial the way seen on that form. $300 is a joke and you know it. You had incompetent people move my property and abuse it. For some reason the most expensive items were damaged as if there was grudge  against this family. No one deserves their property damaged the way it was returned and think it’s ok. Not all items have been checked and no, not signing the form you all have clearing you of damages. 
  Regards,
  
  ******* *****
  
  
  
  
   

• Initial Complaint

  Date:04/30/2024

  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.

  October 2023 this company was engaged to pack and move my items from Ohio to Virginia. My representative "***" was excellent. Antiques were involved; wrapping of antiques in moving blankets was promised. This did not occur. Pictures were sent and reviewed by Ame who passed them on to "****". I have emails from him lamenting the damage and apologies. At time of unloading in Virginia, local crew were shocked with lack of wrapping around the antiques. Their contact information was provided as witnesses. I purchased insurance. I want to pursue corrections with them and also receive reimbursement for repair of 3 pieces that was immediately necessary. The "owner" has been very lax in meeting requests. The latest offer is unacceptable. He is not providing access to the insurer so that I may pursue repairs.

  Business Response

  Date: 05/07/2024

  Hello,

  Our operations manager **** ****** has been reaching out to attempt to help you with your claim and dispute.
  
  We'd love to get this resolved with you, but will need to follow some steps to get everything finalized.
  
  Can you please reach out to our team at ***** ******** so that we can work through this with you?
  
  Thank you, 

  Customer Answer

  Date: 05/07/2024

  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 have left several messages and followed up with an email requesting the insurance company information.  I paid for coverage and wish to file the claim for damages.

   

  Pictures were sent on a timely basis and a confirmatory response sent indicating agreement with the mishandling of antiques.

   

  My service representative left the company.  The man who received all the photos disappeared into the background.  The company owner stepped in and has not been responsive.

  Please send claim forms.  Period.

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

  Business Response

  Date: 05/08/2024

  Hello,

  After reviewing all correspondence with our Operations Manager, it looks like you agreed to a $300 damage re-imbursement with our team. We have sent the signed resolution agreement to you, and it has not been signed yet. Once the resolution is signed, we can send the check.

  Are you hoping to re-submit another claim? We also resent the information for this. 

  You can call us directly at ***** ******** if you need help with getting anything signed or submitted.
  
  Thank you, 

• Initial Complaint

  Date:01/03/2024

  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 the recent move of our belongings from P********* ** *********** I was shocked to find several items during the unloading of the truck on August 14th 2023, including a ******* 65-inch cracked TV that no longer functions, a damaged fine dining table with broken sharp edges that were unsafe, 5 chairs with multiple punched holes, a discolored couch that cannot be cleaned despite professional vacuum cleaning since it has dirt watermarks on a fabric couch and a broken robot vacuum. I am very disappointed with the level of care that was taken with my belongings during the move. I had specifically requested that my belongings be handled carefully, as many were fragile and expensive. The following are the items with their replacement cost: Cost of Perlora Table and Chair set replacement: $5843. I have confirmed, as in the email forwarded, that this cannot be repaired but can only be replaced. (7150) Robot Vacuum- Wi-Fi Connected, Smart Mapping, Works with *****, Ideal for Pet Hair, Works with Clean Base: $427 The cost of the Samsung TV 65 inch: $1399 Cost of Crate and Barrel Couch: $2100 We were redirected to an insurance company who never reimbursed anything for the past 4 months.

  Business Response

  Date: 01/04/2024

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

  We sincerely apologize for the level of care that was given during this transitional period and understand the frustrations.  Currently we are reviewing your claim, documentations, and photos with CSI and should have an answer for you in the next few days.

  Again, we are extremely apologetic and saddened by the services you experienced with our company.

   

  **** ******

  Operations Manager

  Moving Ahead Services

  Customer Answer

  Date: 01/04/2024

  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: 01/05/2024

  Even though the response to our BBB complaint stated that it would take a couple of days to settle, I immediately got an email saying "We are required to notify you in writing that we require an extension of 30 days for disputes or 60 days for claims from 01/05/2024. " 

  Our move and complaint filing was in August 2023, an in person inspection was already completed following the complaint of all the items. There is no further process left. We were 3rd in line on the 19th of December 2023 for the process to be completed. We were told keep broken things in our house and not replace them until this claim is completed for about 3-4 weeks from the time of in-person inspection (done in October), we are still holding onto it since this claim has not been processed yet. We live in a small home and we cannot hold onto all these items forever.

  Moving ahead services needs to take full responsibility for this instead of having CSI send extension emails with no legitimate reasons for 60 days every couple of months.

  Business Response

  Date: 01/12/2024

  Hello,

  Our team has reached an agreement with the customer.
  
  I'm not sure why it's been rejected. 
  
  Thank you,