ComplaintsforTX Moving & Storage

• Initial Complaint

  08/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I hired North ******** Moving Experts LLC after receiving a quote by phone of $3,000 to move my one bedroom 640sq ft apartment. The drivers arrived in an unmarked van and I discovered that the company is a broker. They had sent Move ******** Relocation LLC who appears to be part of TX Moving & Storage. They increased the price again to $7,000. I had to pay more in cash at pick up, although I had been told previously I could use credit card. I was also made to pay 70% prior to delivery although my contract said 50%. I requested delivery on 7/8. I was never told there was a delivery window. I was first told the delivery window was 21 days and then told it is 30 days. I am on day 40 writing this. I was told many times that my stuff would be arriving, but it still has not. I have sent countless texts, e-mails and phone calls that go without response. I am regularly told by North American customer services that they will call me back or that I will get a call from the driver, this does not happen. I was called twice on 7/20 by a driver saying he was coming 7/21 between 9-noon. He did not come and did not update me of the change, in fact I heard nothing all day despite numerous calls, texts and e-mails until 4pm when he said the truck was delayed and hadn't left. I was told on 7/25 that my stuff would be here by the end of the week and that did not happen, I have heard nothing from that e-mail address since that day. I was then told three times the truck left 8/3 and my stuff was in transit, only to be told on 8/7 that was not true. On 8/8 I was told the truck broke down on 8/6 and is in ****. I was also told weeks ago that the truck had a flat tire, that was not accurate. **************** answers the phone generically with "moving company" and most are rude to me. After 40 days I do not have my belongings or a date. Bill of lading and item list is illegible.

  Business response

  08/14/2023

  After reviewing our database, there is no client by this name that has moved with Tx Moving & Storage. Client also mentioned 2 other companies in her complaint but yet posted on our BBB. Although we love to assist all clients; however we did not perform this move. 

  Customer response

  08/14/2023

  The phone number listed on FMCSA for Move In & Out Relocation LLC goes to ** Moving and Storage

• Initial Complaint

  11/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 26 2022 I entered a conversation with ******* and communicated for over a month. I was sent quotes via email for $3350 to move my furniture form ******* ** to ********* and a contract upon acceptance. When the moving day arrive (9/22/22) the movers showed up several hours late and it was way past midnight when they finally loaded my furniture then I was given a revised quote for over $9000. At this time ******* would pick up his phone and I have not been able to reach him since. I negotiated the prices down to $6000 because I was told that they could unload my furniture, but it would cost $3000 to do so. On 9/29/22 when the furniture arrived in ******* my furniture were broken and damaged, I was told by the movers to file a claim with the insurance which I did. After 30 days the insurance company informed me that my claim was close, and I have not been able to reach ******* nor the movers. The contract states The Above Binding Estimate Cost for Service ****************************** Taxes, Tolls, Mileage, Fuel and Fuel Surcharges, Detailed Itemized Inventory List on Move Date, Unlimited Moving Padding / Blankets to Wrap and Protect Your Non - Fragile Items, Basic Disassembling and Assembling of Basic ************************ Valuation **************************** at the rate of **** per pound per article. One guy showed up to unload my furniture and several pieces of the furniture were damaged as they were not properly wrapped when packed.

  Business response

  11/18/2022

  Thank you for forwarding this consumer complaint. Please accept the following response:
  
  We believe the consumer is mistaken. TX Moving & Storage (TXM) did not move this consumer. *** did respond to a request from **************** for a moving estimate however we have no record **************** accepted the estimate or entered into agreement for interstate moving services.
  
  **************** contracted with another moving company and not TX Moving & Storage. **************** should consult the top of her bill of lading/contract for the name of the moving company who moved her. If **************** believes we are mistaken, she should contact our office with copies of her bill of lading/contract. Thank you for your understanding.
  

  Customer response

  11/21/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Please see attached for copies of some of the emails and text communications exchange with ******* regarding the move up until the move date of September 22, 2022. i entered into agreement with ******* and had /his dispatcher ***** send movers out to move my furniture.
  See Attachment/File: Emails with *******

  Business response

  11/28/2022

  Thank you for forwarding this consumer rejection. Please accept the following rebuttal:
  
  We have checked our records again and cannot find anything showing TXM entered into agreement for interstate moving services or performed a move for *****************
  
  We ask that **************** provide a copy of a bill of lading/contract showing TXM performed the moving services in question.
  

  Customer response

  12/03/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  It is suprising to hear ******* say that He did not enter into a business relationship with me. Please see the attached for copy of the contract that was signed electronically. Also provided is excerpts form the conservation with ******* on the day of the move where he indicated that his dispatcher ***** was sending a driver and when *** arrived, he commented that Moo is a great guy.
  Sep 22, 10:13 AM
  Message by You: Someone called and is on their way., Thursday, September 22 2022, 2:50 PM
  Sep 22, 2:50 PM
  Message by **************: perfect, i just asked ***** to have driver call you, Thursday, September 22 2022, 3:01 PM
  ************** Sep 22, 3:01 PM
  Message by You: Yah a guy name Moo is here, Thursday, September 22 2022, 3:03 PM
  Sep 22, 3:03 PM
  Message by **************: *** is great! Awesome, Thursday, September 22 2022, 3:06 PM
  See Attachment/File: ** Moving Storage Estimate and Contract.pdf

  Business response

  12/16/2022

  Thank you for forwarding this consumer's second rejection. Please accept the following rebuttal:
  
  The document **************** attached is a moving estimate, not a bill of lading/contract for interstate moving services. A bill of lading/contract, under the moving company's name, would have been completed on the date of service.
  
  As requested in our previous rebuttal, **************** should provide a copy of her bill of lading/contract showing TXM was her mover.

  Customer response

  12/24/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Until I find myself into this situation the unethical business practice of ******* as not clear to me. ******* cannot and has not denied that he entered into conversations with me regarding my intended move, nor can he deny providing me an estimate for the move. What ******* did not share at no point in our month long conversation is that he would be farming out the task of the actual move to third party movers. ******* entered into an agreement with me to move my household possessions from ******* to Georgia, he arranged the pickup with his Dispatcher *****, confirmed the move by providing all of my contact details to the third party and verified the mover Moo on the phone with me. ******* never sent a copy of the Bill of Loading that he is asking for; he know he did not provide one that is the only reason he keeps asking for one. I have since learned that this is the unethical business practices of companies like *******'s to solicit clients and then hide from responsibility though creating a maze of third party contractors. How did those people get my name address and phone number and showed up at my house with all the details of my intended move?

  Business response

  12/28/2022

  Thank you for forwarding this consumer's fourth rejection. Please accept the following rebuttal:
  
  The bill of lading is the contract for a move. It identifies the services ordered, lists the associated charges, and describes the terms of service. TXM prepares a bill of lading and a descriptive inventory for every move and a copy is provided to the customer.
  
  TXM has no record **************** was a customer and **************** has still not provided a copy of the bill of lading or other evidence showing she moved with TXM.
  
  

  Customer response

  01/05/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  ******* gave my name, the details of my move and my contact information Moo the guy that he sent to pick up my furniture. Moo did not provide me with a bill of Loading from ** Moving and ******* is aware of that and thus the reason he is asking for it. He is attempting to evading responsibility through the use of Moo who is obviously a third party that he contracted with to do his moving.

  Business response

  01/09/2023

  Thank you for forwarding this consumer's fifth rejection. Please accept the following rebuttal:
  
  If **************** cannot provide a copy of her moving contract, perhaps **************** can provide evidence of payments made to TXM.
  
  TXM has no record **************** was a customer and **************** has still not provided a copy of the bill of lading or other evidence showing she moved with TXM.
  

  Customer response

  01/11/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thank you for your time, it is obvious that ******* plans scape around accepting responsibilities through the use of third party contractors to do the moving for him. At this point it has become obvious that he does not plan to accept responsibility; I will contact an attorney and peruse the matter further.

  Business response

  01/14/2023

  Thank you for forwarding this consumer's sixth rejection. Please accept the following rebuttal:
  
  TXM will not accept responsibility for services they did not perform and will be happy to explain that to ******************** attorney.

• Initial Complaint

  06/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 06-25 -2022, I called Final Destination Moving and Storage for my move from Sugar Land, TX to Maryland Heights, MO and received a quote of $ 2750.96 as I gave all the list and pictures of my items to Final Destination moving and storage before the estimate. I paid them $837.64 The pickup date was scheduled for 5/18/2022. TX Moving & Storage came pick up the items at my home on 5/18/2022. I guess they were contracted with Final Destination Moving and Storage Company. They didn't pick up my items until I agreed to pay an addition $1608. I agreed to pay additional amount as I didn't have options because I had to vacate the house quick. They picked up the items on 05-18-2022 and gave me the delivery date 06-05-2022. They didn't' deliver the items on the delivery date. They also didn't answer my call for about a week after the delivery date. Finally, they answered the call, and told me it would take 3-5 weeks to deliver the items. They told me my items would be deliver in certain date but didn't deliver. That happened couple time. They finally came to my place on 6-26-2022, but didn't deliver the items, instead asked me for $300 more. When I told them about all lies, they threatened me to take my items back to Houston if I didn't pay $300 more. I had read all the review about this company in BBB and knew they are scammer, mercy less human, and they can do anything. I wish I read the review before I sent my Items to them. So, I was afraid they would take my items back to Houston and paid 300 more. Also, they made me signed the contract which stated I had received the items before even unloading my stuffs. They are Crooke, bunch of thieves. All victims should report them to Federal Motor Carrier Safety Administration.

  Business response

  08/31/2022

  Business Response /* (1000, 7, 2022/07/14) */ Thank you for forwarding this consumer complaint. We offer the following response: This customer accepted a binding moving estimate for interstate moving services. A binding estimate establishes the cost of a move for the inventory and services described within. The estimate identified the services ordered, optional services such as additional inventory and packing services, and a standard delivery window of up to 21-business days from the first date a customer is available to receive delivery of the shipment. On the scheduled date of service, the customer presented with additional inventory items and accepted a revised written estimate which identified the optional services ordered. Charges were consistent with the rates described in the estimate, the services ordered and our tariff. The customer indicated June 5th as their first available date and the shipment was delivered on June 26th, within 15 business days of the first available date and well within the established 21-business day delivery window. The shipment was delivered within reasonable dispatch as required by federal law. The delivery acknowledgement on the bill of lading/contract states that all items were delivered in apparently good condition except as noted on the inventory pages. The delivery acknowledgement is signed once the shipper has settled the final balance. Once the items are unloaded a customer will have the opportunity to identify damaged items and/or shortage. As all services ordered were performed, the customer is not eligible for a refund. Consumer Response /* (3000, 9, 2022/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The drive charged me more in Houston (pick up location). IF I had not agreed for their revised price, they told me I would loose the deposit. Once they cam to my apartment (destination), the driver didn't unload my stuffs until I gave him more money. He told me he would take my stuffs back to Houston if I didn't pay him more. I was afraid and I paid more money as he demanded. Also, They suppose to assemble all my furniture, but they didn't. These are the reasons, I don't agree with their response. Business Response /* (4000, 11, 2022/07/25) */ Thank you for forwarding this consumer rejection. We offer the following rebuttal: The customer accepted a moving estimate which described the services ordered and identified optional services. The estimate also disclosed the cancelation policy and explained payment terms, which required that an open balance must be settled prior to unloading the shipment. The payment terms were also detailed on the bill of lading/contract. On the scheduled date of service, the customer ordered optional services. Consistent with federal law, the move foreman prepared a revised written estimate which the customer agreed to. Charges were consistent with the rates described in the estimate and the services the customer ordered. The customer was made aware of the terms of service including optional services available, the cancelation policy, the payment terms and the claims and dispute resolution process. All services ordered by the customer were performed, therefore the customer is not eligible for a refund.

• Initial Complaint

  06/28/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  A moving contract was originally made between the company A On Time Moving and myself to have my belongings moved from my old location on June 11, 2022. Unaware of this up until the pickup date, A On Time Moving company is a broker who goes through third party moving companies. The company, in which I had no contact with up until the day of my pickup, TX Moving & Storage, is the company that was in charge of moving my belongings from Houston, TX to Washington, DC. On the Bill of Lading contract, my pickup date was listed as June 11 and the first available delivery date listed by me was June 16. I received a call on June 12 that they incorrectly read the delivery date and needed to deliver my belongings on June 15 at 10am. This inconvenienced me because that was not the day that I stated I would be available. I go to the location to meet them but was not contacted. I attempted to reach out multiple times, in which I have the receipt for these. There was no answer. I did not get a call from the carrier until June 20, 2022, in which I was informed the truck that moved my belongings caught on fire and exploded on June 15. More than half of my belongings were completely destroyed in fire or damaged. I have pictures of some of the damaged items and the inventory list for the missing items. Upon final arrival of my belongings on June 21, 2022, the carrier had "attempted" to save some stuff from broken boxes but did not save all. So, in addition to 5 boxes being completely destroyed, other items from the broken boxes are missing. I have a list of over 20 items being either completely destroyed or damaged. Additionally, after unpacking some of the items, there were additional items not listed on the inventory list that was burned or damaged. The entire moving process was completely unprofessional in communication, in moving my belongings, and over pricing.

  Business response

  08/24/2022

  Business Response /* (1000, 7, 2022/07/18) */ Thank you for forwarding this consumer complaint. We offer the following response: Unfortunately, this customer's shipment was partially damaged in a vehicle fire while in transit to delivery. TX Moving & Storage has an established claim process in place to assist customers with transit claims. The customer was provided with information on filing a transit claim with our third-party claim administrator. Consistent with the contract terms, the customer will be compensated for damage or loss occurring during the shipment. Federal law requires an interstate household goods claim be filed within 9 months of the date the shipment was delivered.

• Initial Complaint

  02/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The movers arrived and started loading one of their two rental box trucks. After about an hour the foreman said the total volume in their binding estimate of 2,400 cubic feet was wrong and that it was now 2,800 cubic feet. I said that I would donate two large sectional sofas and other things to reduce it back to 2,400 cubic feet. They agreed to this. I left to bring the sofas to Goodwill Industries while they continued to load the truck. When I returned about 45 minutes later, the movers claimed they filled up both the 26' Penske truck (1,700 cubic feet) and a 26' Uhaul truck (1,682 cubic feet) with my household goods. However, they did not load all of my goods. A 10'X10' storage room was still full of my stuff. They refused to open the trucks to let me see that they were full. They said that they would unload everything in the street if I tried to look inside their trucks. They charged me by volume for the two trucks (1,682 + 1,700 = 3,382 cubic feet). Right before they left, they made me pay 60% of the total charge based on the 3,382 cubic feet. This also included $1,300 in "Packing Materials" despite the binding agreement for $300 in packing materials. They only used tape and some stretch plastic. At delivery, only one 26' box truck arrived with all my goods. I took measurements of the delivery truck and found that it could hold a theoretical maximum of 1,800 cubic feet. I told the driver the discrepancy between the amount charged and the amount delivered. He said I had to pay the remaining balance or he would not unload my goods. I contacted the moving company after delivery and they said I would need to contact the company owner who was out of the country and not able to respond for months. Now they are saying that "we have a signed agreement" and "it's a done deal."

  Business response

  04/05/2022

  Business Response /* (1000, 9, 2022/03/08) */ Thank you for forwarding this consumer complaint. We offer the following response: Mr. ********** accepted a binding moving estimate for interstate moving services. A binding estimate establishes the cost of a move for the inventory and services described within. The estimate described the terms and conditions of service including the payment terms which required payment of the balance before a shipment is unloaded. The estimate further identified optional services such as additional inventory or volume and packing services. An estimate does not guarantee the final cost of service. On the date of service Mr. ********** ordered additional services and accepted a revised estimate which reflected the services ordered was consistent with the rates described in the estimate. All services ordered were performed in full. TX Moving & Storage has an established claim process in place to assist customers with transit claims. Mr. ********** has filed a transit claim with our third-party claim administrator.

• Initial Complaint

  01/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Originally contacted Jason of Final Destination moving and Storage on 10/6/2021 and negotiated a price of $3,943.26 to move us the beginning of November 2021 from Central Texas to North Augusta, SC. I called November 8 2021 to verify that they would be able to pick up November 10. Another person answered the phone, then they went on to tell me that my price has doubled to almost $9,000 because I have more stuff than they originally quoted. Told them no that we have a legal binding contract. The person from Final Destination was extremely mad and very un-professional. I asked to speak with Jason the original salesman who seemed very professional. The rude salesman said that he no longer there then hung up with me. I called the Final Destination 888-567-1147 customer service and they said that I would be picked up on NOV 11, 2021. TX moving and Storage showed up at my house to pick up my furniture. They charged my extra a couple hundred extra because they said that they had to build a shell for some glass cabinets, I agreed. They then moved my stuff, everything seemed well. They had 21 day by contract to deliver my furniture. They called me DEC 10, 2021 and said that there "want to deliver my stuff right now." I said that the contract state that they have to call me 3 days in advance. Now I wanted my furniture, but I was out of state and could not receive my stuff right then. But could receive That following Monday. Finally after many phone calls they delivered my furniture Jan 8, 2021. They had one delivery guy. My furniture had major damage, over 3K in damage.

  Business response

  03/07/2022

  Business Response /* (1000, 5, 2022/01/27) */ Thank you for forwarding this consumer complaint. We offer the following response: While we regret Mr. *****'s experience with his moving broker, Final Destination, any complaints as to the quality of their customers service should be directed to the broker and not TX Moving & Storage. Mr. ***** accepted a binding estimate which described a standard delivery window of up to 21 business days from the first date a customer is available to receive delivery of their shipment. The Long-Distance Form completed on the date of service explained the delivery driver would provide 12-24, hour, advance notice of delivery. TX Moving & Storage did not agree to provide Mr. ***** with three-day advance notification of delivery. It is the customer's responsibility to be available, or to have an agent available to accept delivery during the stated delivery window. TX Moving & Storage attempted to deliver Mr. *****'s shipment within the stated delivery window however Mr. ***** was not available to accept delivery of the shipment. The shipment was placed in temporary storage until delivery could be coordinated. TX Moving & Storage has since redelivered the shipment to Mr. *****. TX Moving & Storage has an established claim process in place to assist customers with transit claims. Mr. ***** was provided with information on filing a transit claim with our third-party claim administrator. Federal law requires an interstate household goods claim be filed within 9 months of the date the shipment was delivered. Consumer Response /* (3000, 7, 2022/01/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) TX Moving and Storage was unprofessional, unorganized and a downright fraudulent company that manipulate people on there goods that they worked hard for and holds their furniture hostage until they received a cashier check in the end. They demand a cashier's check because they know when they deliver furniture to hard working people (Customers) it going to be damaged. If they were paid with a check most people would stop payment. Also, that legally binding contract, I have a COPY TOO you crooks. It said 3-day notification. I also have call logs. I have pictures. I have everything I need, and I will see you crooks in court. People, please DO YOUR HOMEWORK AND DONOT HIRE THIS COMPANY. My neighbors hired professional movers. They had a nice truck with there LOGO on the side. Oh yea there employee had the company logo on there shirt. Everything was wrapped. Downright impressive!! TX Moving and storage sent one guy to deliver my furniture in a rented truck. I had to help the guy carry my furniture into the house. Also the first time that they speak of when they tried to deliver my furniture. They called and they same day, this was a FRIDAY, said they wanted to deliver my furniture right now. On call log. I told them they can deliver Monday; that's three days!! Business Response /* (4000, 9, 2022/02/08) */ Thank you for forwarding this consumer's rejection. We offer the following rebuttal: Mr. ***** accepted a binding moving estimate which described the delivery and notification schedule. Moving brokers are aware of TX Moving & Storage's delivery and notification schedule and their estimates should be consistent with our term of service. TX Moving & Storage did not agree to provide Mr. ***** with three-day advance notification of delivery. The moving estimate further described the payment, including the accepted forms of payment, and explained that open balances were due prior to unloading. This information was also conveyed on the Bill of Lading and on other documentation provided on the date of service. Mr. ***** was provided with information on our claim process. Federal law requires an interstate household goods claim be filed within 9 months of the date the shipment was delivered.

• Initial Complaint

  09/30/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was subcontracted to this company. I hired a moving company called Premiere Global VanLines based out of Florida to conduct my move from Houston TX to Chicago IL. The day of pick up was delayed, also at the time of pick up my charges went up another 1300.00. Per the contract the guaranteed delivery time was 21 days from fist available delivery date was Aug 1. I did not receive my items until 9/18/21. This company breeched the contract, additionally the delivery company hired out One Eagle Transport was a completely different company that delivered my items. I want a refund from TX Moving and Storage LLC. The contract was not filled out correctly, nor did they abide by any parts of the contract. Many items have been stolen and broken due to their negligence. They extorted me for more money, they overcharged me on cubic sq ft, and "added" items on the itemized list. IE 3 couches vs 2 couches. 2 dressers vs 1. Do better TX Moving storage. Your poor business is disgusting.

  Business response

  12/13/2021

  Business Response /* (1000, 7, 2021/10/21) */ Thank you for forwarding this consumer complaint. We offer the following response: Ms. ****** accepted a binding moving estimate which establishes the cost of a move for the inventory and service ordered. The estimate described the services ordered as well as optional services such as additional inventory items and packing services. The estimate further described a delivery window of up to 21 business days from the first date a customer is available to receive delivery of the shipment. On the date of service Ms. ****** presented with additional inventory and ordered the optional stair service. Ms. ****** accepted a revised estimate reflecting the additional services ordered. The charges outlined on the bill of lading/contract are consistent with the rates described in the estimate and the services ordered by Ms. ******. The contract was filled out correctly and accurately describes the services ordered. No items were added to Ms. ******'s inventory. The notations on the household goods descriptive inventory referenced by Ms. ******, identity the number of moving pads used to wrap a particular item. In Ms. ******'s case, the inventory shows that one sofa was wrapped using 2 moving pads and the other was wrapped using 3 moving pads. Due to unusually high seasonal volume and a nationwide shortage of available trailer space, delivery of some shipments is taking longer to coordinate. Ms. ******'s delivery time exceeded the established delivery window. Consistent with the contract terms, Ms. ****** is eligible for compensation for delayed delivery. TX Moving & Storage has an established claim process in place to assist customers with transit related claims. Ms. ****** was provided with information on filing a transit claim with our third-party claim administrator. Federal law requires that an interstate transit claim be filed within 9 months of the date the shipment was delivered.

*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. ↩