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:02/03/2025

  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.

  The amount quoted on the phone after we were specific was double the price charged after they picked up the moving boxes and furniture. Then when delivery day was supposed to be here we called in and we were told that we had to wait an additional 3-4 days. I have a toddler and we have been sleeping on the floor for approximately 5 nights already and looks like at this point we will be sleeping on the floor for 7 nights. The entire process has been a nightmare and nobody has been helpful.

  Business Response

  Date: 02/04/2025

  Please have the client provide a copy of the original estimate or bill of lading from the day of the move. All Star Van Lines out of ***** TX did not perform this move. The consumer has filed a complaint against the wrong company. Please check DOT and MC numbers to confirm. 

• Initial Complaint

  Date:10/08/2024

  Type:Order 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.

  1) No "Rights and Responsibilities When You Move in *****," pamphlet provided on point of sale. 2) No contract provided at time of agreement. Multiple requests made to receive contract post agreement; no contract received as of 10/08/24, only an estimate of services.3) No floor coverings or protection provided as agreed per sales agreement. Damages caused by moving company on cork floors in kitchen and upstairs hallway in midst of home closing. Discussed with company, who, "guaranteed," coverings would be used at new residence. No coverings used at new residence.4) Damage to furniture, mirrors, etc. in transport on truck to home. Boxes marked fragile noted at bottom of stacks on truck. Table saw noted unsecured on top of tool box, falling into wooden furniture.5) Claim submitted to company 07/24/24. Settlement agreement returned 08/31/24 with request for completion timeline. No acknowledgement of receipt nor follow up communication provided by company regarding said agreement. Phone calls placed 09/20 to *****, claims settler; phone disconnected. Calls placed to company; phone disconnected. Further attempts made to both 09/23, 09/24 with same result. Follow up emails sent 09/23 and 09/24; no response. Text message sent 10/07 to salesman, ******, cell phone sharing above. Response received that the company is, "on the verge of bankruptcy," and that, "we did not have funds physically available." In requesting bankruptcy case number, no number was provided- thus, demand for payment made to company by 10/22. ****** advised that check and tracking number would be provided 10/08 AM. At 1500 on 10/08, no communication received. Via text, ****** shared that, "I did not forget, however was unable to get that accomplished today. Tomorrow it will be done 100%."All of the above run-around over $200.00! Sheesh. If the false promises/poor practices don't say enough, that does.

  Customer Answer

  Date: 10/14/2024

  Settlement offer letter and signed settlement offer agreement

  Customer Answer

  Date: 10/14/2024

  Claim submission emails

  Customer Answer

  Date: 10/14/2024

  All Star claim receipt acknowledgement, offer, agreement and follow up emails

  Customer Answer

  Date: 10/14/2024

  Text message communications from All Star Van Lines and myself regarding claim

  Customer Answer

  Date: 10/14/2024

  Initial receipt of request of contract from All Star Van Lines (no contract provided).  False advertising of inter-state moves noted in emails, against FMCSA guidelines.

  Business Response

  Date: 10/29/2024

  This customer is making a $50 claim settlement(on a $6,600 move) into the end of the world.  We offered out of courtesy and as we always do more than 4 times the legal amount but unfortunately they were unable to wait just one more day before posting their feedback.  Client is providing false information that we do not agree with and is trying to take advantage of a small family owned business by threatening us with bad reviews. There was no breach of contract and everything was done exactly as promised. We truly hope they use a different moving company next time so they can feel the difference for themselves.  It is easy to judge when you do not have experience or anything to compare to. 

• Initial Complaint

  Date:04/10/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired All Star Van Lines for our move from ***** to ******** in the first week of January 2024. There was damage done to my air compressor that was dropped from the lift gate and the newel post trim was torn off by furniture items that were carried. I was able to fix the newel post trim myself. I was told that I have to file a claim for the compressor part that broke off and did that right away. I paid them in full as agreed and they went on their way. Today, on April 10, 2024, I'm still waiting on getting my claim settled. Responsiveness to emails is not good and sometimes requires multiple emails. I have been promised a settlement twice already but that didn't happen. It's not much of a claim settlement but it's the principle and integrity of the business that I'm disappointed in.

  Business Response

  Date: 04/16/2024

  We have contacted our client and apologized for the delay. We have also sent the funds via zelle. This has been taken care of to the client's satisfaction and we would greatly appreciate if the BBB would remove this from our profile as it was an internal error on our part which has been corrected. 

  Customer Answer

  Date: 04/16/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:10/12/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company promised to move our home items on July 28th from ********, ***** to ***********, ******** by July 29th. The owner (******) promised to move our furniture, clothes, appliances, art, mirrors, tvs and other items with care by a team of uniformed professionals who would handle our move with white gloves and utmost care.Company did not provide adequate material for move.oInsufficient wardrobe boxes given; team lead stated he was not told to bring enough to cover what was hanging. Suits and business attire just stuffed in boxes (photos available), all will have to be re-pressed. They unnested our suitcases sets and stuffed hanging items in the suitcases. Pictures available for all oFloor only partially covered; pictures available Company did not provide a professionally uniformed team who would care for all our items (pictures available for all)**** not wrap all furniture (refrigerator - scratched and dented door) the fridge was the last item loaded onto the truck and unwrapped with no protection from damage, backyard furniture just thrown on back as truck as it was getting late due to their late start.**** not package with care -1 tv broken, another tv scratched, 2 mirror frames damaged, multiple pieces of furniture damage beyond repair.oLeft 2 office desks disassembled and both were found to have broken parts from their handling of the items oTried to hide damages, broke new dining room table (four-inch piece of wood torn off) and turned it so we could not see it. Broke dining room chair (leg split) Dragged broken dresser leg in MB across hard wood floor.oDamaged interior of the home in multiple spots Estimated Costs for replacement of items and repair (pictures available for all)oHome damage $3500 estimated damage oFurniture replacement estimated $10000, $7000 spent on replacement furniture already, working on finishing replacing all remaining damaged items.All pictures have already been sent to the business and confirmed by them.

  Business Response

  Date: 10/25/2023

  We have been in touch with this client on a regular basis as they have been providing us with estimates to repair the damage done to their home.  Unfortunately in our line of work damages to furniture and the property may occur by ways of human error.  We offered the client a very fair sum for the property damages but they did not agree and decided to badmouth our company online instead.  It is also worth noting they have already put in a dispute with **************** for $4,000 that we will be providing evidence for in order to dispute.  The property damages we were willing to pay for in full as long as the client was able to get reasonable repair costs.  We approved everything except for the painting.  We asked the client to please search for another vendor but they flat out refused and said they have already done enough.  In regards to the furniture damages, whatever the actual amount may be the client chose the basic liability coverage of $0.60 per pound per item.  If they are expecting to receive the full value of the items damaged they should have purchased full value replacement which was clearly explained and offered to them verbally and in writing.  We would want nothing more than to come up with a mutual agreement here but unless the client is willing to work with us we will abide by the laws within the moving industry. 

  Customer Answer

  Date: 11/04/2023

  I am rejecting this response because:   

  Our home was damaged by the company and has still not been repaired after 3 months, a third of the total volume of our items were damaged, and we have made all effort to allow this company to rectify this situation. We received assurance of reimbursement for the home damages and our personal items from All Star Van Lines, as supported by attached files. We have given the company ample opportunity to resolve this situation and have done our due diligence in an effort to provide fair repair estimates from local vendors.  We have not been provided with a settlement offer for our personal items per the Basic Liability Coverage included automatically with the move, as mandated by the D.O.T guidelines of $0.60 per pound per item. We have been sent 2 separate settlement offers only for the home repairs, with the highest offer only totaling 65% of the lowest repair estimates. 

  We have had a total of 7 separate businesses come to our home for estimates and quotes for repairs, 5 of these companies gave us estimates in writing, which we shared with the moving company, for the necessary repairs to our home, as shown below:
  360 Painting of NW for *Painting only (after dry wall/sheet rock repaired by other business)
   $1,932.00 Emailed to All Star Van Lines on 8/8/23
  
  S4 ****************** for *Dry Wall/Sheet rock, Painting and Flooring
   $5,500.00 Emailed to All Star Van Lines on 8/8/23
  
  C&A Drywall for repair to *Dry wall/Sheet rock only
   $340.00 Emailed to All Star Van Lines on 8/14/23
  
  Dremis Hardware Floors for the repair of the *Flooring only
   $3,394.00 Emailed to All Star Van Lines on 8/15/23
  
  Fabulous Floors for the *Dry Wall/ Sheet rock, Paint, and Flooring
   $6,825.00 ($1125 for flooring only) Emailed to All Star Van Lines on 9/11/2023

  
  The service provided by this company 3 months ago did not align with the company's statement of values and qualifications, as listed under their Company Info on the "guarantee not to exceed moving quote" form.
  The moving service was very unprofessional and  All Star Van Lines employees did not "provide the highest level of work possible within the moving industry.", as supported by 450+ pictures of damages due to the negligence on the part of this business. ***** with All Star stated the employees were no longer with the company after our move due to said negligence and damages that occurred.

  
  We only recently shared our experience and reviews online after allowing ample time for resolution and all our efforts made to resolve this situation amicably. The company emailed us Friday 11/3 at 12:10pm (see email exert below) and asked us to remove our reviews from the online platforms and BBB, before they will move forward with our claim. We called the company on Friday 11/3/23 at 5:35p and left a voicemail asking for a return call to speak with them in regards to this email,. We received an additional email 11/3 at 7:08p following the voicemail we left with the company stating the owner would be calling us on Monday 11/6 or Tuesday 11/7. 
  We received an email Fri. 11/3/23 from ***** with All Star Van Lines stating:
  
  "You are correct in regards to the disputed charge and I apologize for the confusion.  We had another move with very minor damages but the total was the same as yours and I got them confused.  In regards to your comments online, I wish you would have waited for us to complete this process prior to sharing your experience.  You always have the option to voice your opinion online and there is no rush.  If you feel doing so will make us speed up this process I assure you it will do quite the opposite not to mention the final results.
  If you would like for me to try and get you the absolute maximum figure possible for everything that occured during your relocation I would kindly ask you to remove these comments from the various social media websites and the BBB.  I promise you this is the best alternative for everyone involved.  If you choose not to do this we will have no choice but to go strictly by the book and by the laws set within the moving industry which are in our favor.
  Please remember, we are a small family owned business, you are not dealing with some multi million dollar corporation.  Your reviews are hurting us and are not allowing us to continue making a profit in order to have the funds to pay out your settlement.  I am not trying to be disrespectful or deceiving in any way, I am speaking the truth.  If after we complete your entire claim you are for whatever reason still not satisfied with the final outcome, you always have the right to go online and post whatever you feel needed and we would at that point defend ourselves publicly for everyone to see.
  What happened with your move is completely out of the ordinary, we have never had a situation as severe as yours and I promise that I will personally do everything to make things right for you guys.  But for that to happen you need to also work with us so we can reach a mutual agreement where both parties are satisfied with the results.
  Please respond back to this email notifying me if you are willing to remove your comments from the online platforms or if we are continuing your claim as is.  This will determine many aspects going forward and we will react accordingly.
  Sincerely, 
  ***********************
  All Star Van Lines"
  
  Note: We did not pay for the services with **************** and have not disputed the charges for the services with our credit card companies(Mastercard), which ***** acknowledged in the email we received on 11/3/2023 above.

  
  Please see all attached emails supporting our claim and for reference of the estimates sent along with the responses we have received. Due to the 5 file attachment limit, we are unable to attach each of the repair estimate quotes we received nor are we able to attach the 450+ photos of the damages but we are more than happy to supply them separately if needed.

  Customer Answer

  Date: 11/26/2023

  [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

  Better Business Bureau:

  We have been in contact with the business and are awaiting a response regarding terms of a possible settlement. We anticipate a response within the next couple of days. But due to the 10 day response requirement we feel it would be wise to reserve the arbitration, if we the business settlement terms are not agreeable

  I have reviewed the response made by the business in reference to complaint ID ********, and agree to move forward with arbitration to resolve the complaint.

   Sincerely,

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

  Business Response

  Date: 12/20/2023

  We have reached a Settlement with this client and set up a payment program that we are both comfortable with.  There will be no reason for arbitration as we are all on the same page at this point. 

  Customer Answer

  Date: 03/08/2024

  We did reach a settlement in which the business is to pay monthly installments. We have only received 2 monthly payments over the last 3 months. We agreed to a minimum monthly payment each month with additional payments from the business for the settlement to be paid in full by July of this year.

• Initial Complaint

  Date:04/20/2023

  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.

  I hired All Star Van Lines to move my furniture/possession from end of 2022. I had them store the products for 30 days while I closed on my new house. They were careless and wreckless breaking and damaging multiple items with zero regard. On top of that their employees stole a very expensive antique fire truck (toy) that was a family possession. I have texts from the employee acknowledging he had possession but All Star refuses to take responsibility. Instead, they offered me $12 for stolen item (valued over $1000). Broken TV valued over $1200 they offered me $30. Broken clock valued over $200 they offered me $12. On top of that it has been 5 months and they refuse to send me the settlement amount because I wont sign a waiver stating I wont press charges for theft, complain or write an honest review. For all the damages and stolen items All Star Van Lines is offering me $162. We are looking at irreplaceable stolen items (again I can prove via text an All Star Employee has possession) and damages in the multiple thousand and they are offering $162 (which I have not actually received after 5 months). When I try to email ***** or call he will also takes weeks to respond. Zero effort to resolve and his only response is "this is all Im legally obligated to do". ***** and ***** are crooked and should be out of business.

  Business Response

  Date: 04/20/2023

  This client is being very unreasonable and demanding thousands of dollars after choosing not to purchase additional coverage and opting for the basic liability coverage of $0.60 per pound per item. The client stored his items with ** for about a month and we then performed the delivery of his shipment. Unfortunately damages can occur from time to time as we are all human beings and are capable of mistakes. We would like to make it very clear that nothing was stolen and we have offered the client to file a police report on numerous occasions. When items are stored with any moving company once in a while a mix up caused by human error may occur and a box or item may end up missing. We have searched everywhere we could including contacting other customers that were in storage during the same period but unfortunately were unable to find the missing item. Based on the coverage the client chose he is entitled to $162 but because we value our customers we offered him a total of almost $800 which is more than 10% of what he paid for his entire move. The client refused our very generous offer and chose to threaten and verbally abuse ** on the phone and through emails. We will not put up with harassment from an unreasonable individual. His check will be mailed out tomorrow for the bare minimum amount owed to him based on DOT guidelines. We wish him all the best in his new home and will refuse to provide moving services if he ever contacts ** again. 

  Customer Answer

  Date: 04/21/2023

  I am rejecting this response because I have proof that product was stolen.  They never suggested that I file a police report and when I brought that subject up *********************** of All Star threatened me and then hung up the phone on me and refused to speak to me further.  I never harrassed them or verbally abused them.  I did let them know I felt there demeanor was cold hearted and ruthless.  He did not offer me 800.  He offered me less than 800 and only if I refused to speak the truth.  He threatened me with legal action should I speak up before hanging up the phone.  This is old school threats and intimidation and I cannot be silenced.  Yes I will file a police report now.  Let me be clear *********************** with All Star Van Lines threatened me with legal action should I get the police on the phone.  After he threatened me he hung up and refused to *************.  By suggesting that I in fact was the one being difficult and disrespectful is completely false.  The truth that All Star Van Lines was the party of disrespect and threats.  

  Customer Answer

  Date: 04/21/2023

  I wanted to also mention that *********************** is complaining about my harassment but he would not respond to my initial reports of damages.  It took months for him to return calls or email to get this resolved.  I have never demanded money from All Star.  I have asked All Star to repair and replace damaged, broken and stolen items.  When he tells you that I demanded thousands of dollars that is a lie!!  I have multiple emails that state I don't want money but want this fixed.  *********************** would not respond or would take weeks/months to respond.  I had to call and email multiple times to get any response and now he is lying and claiming that is harassment.  

  Customer Answer

  Date: 04/21/2023

  More Information:  This is my last email to a coworker of *********************** since was continued to ignore the situation.  After I signed his settlement letter he never responded for a month so I sent this email to ***** Way, his coworker

  *****, I appreciate your help I really do.  Its unfortunate that this is what we are labeling as resolution.  ***** has been less than cooperative and still has not responded to my last email.  I signed your settlement like he requested and he never responded.  I have agreed to a settlement that is completely one sided and completely unfair and nothing is going to change that.  I understand you can hide behind the "law" or "what your legally obligated to do" as means for not doing what is morally right.  The law was not in my favor.  I can also prove that your guys broke things and stole things without regard for my property.  Had I known what this would have turned into I would have gone a different route.  In the past when my movers broke or damaged property they repaired it.  I didnt ask for money but repair/replace what was broken, damaged or stolen.  I even have the texts from your employee stating he had possession of the fire truck.  While I understand you fired him on another occasion the real truth is he took my property while he was an employee representing your company and never returned it.  Why ***** is so comfortable with that is beyond me.  If my employee stole something I would make it right regardless of policy or legal obligations.  Morals and ethics often go beyond legal obligations for many of **.  I understand none of this will change your efforts or the outcomes this is probably a waste of my time explaining again.  I would appreciate you paying me the settlement and I can pray that nobody else has to deal with this kind of treatment moving forward.  mation...

  Customer Answer

  Date: 04/21/2023

  Signed settlement but refused to be censored or silenced.  *********************** is lying when he stated I didn't agree to settlement.  I just refused to be censored or be harassed legally.  After I singed this *********************** never responded so I followed up after 3 plus weeks.  My following up after *********************** repeatedly ignored my emails and calls trying to resolve this is what he calls ***********  Apparently, according to ***********************, if you ask him to do his job and respond to mistakes/crimes made by his employees that is considered harassment.  

  Business Response

  Date: 05/04/2023

  Attached is a copy of the original estimate emailed to this client which clearly states that the quote includes $0.60 per pound per article.  It also gave the client the option to purchase full value replacement coverage directly through our company.  We also gave advice to the client on the day of the in-home inspection that they may try to use their home owner's or renter's insurance as well as third party providers with whom we are registered.  The client opted out from all of these options and chose the basic liability coverage. 

  Business Response

  Date: 05/04/2023

  As we stated previously, if the client feels they have "proof" that something was stolen please feel free to file a police report.  Every single one of the men that performed his relocation was a full time employee at the time.  We have never in the history of our company had a complaint regarding theft.  If an item was misplaced by one of our movers during the loading/unloading to and from storage that is called human error, not theft.  The client is claiming that we verbally threatened him during our phone call conversation.  This is absolutely false and in fact he was verbally abusing **, cussing, swearing, yelling and being completely unreasonable.  We chose to end the conversation because we are not obligated to take abuse from anyone.  This is the reason we instructed the client to contact ** through emails only as we cannot resolve anything with an individual that refuses to think logically about a situation.  We always responded to the client within a reasonable amount of time and this can be proven between the emails from ***** and the client.  After numerous attempts by ** the client finally sent in pictures of the damaged items on 12/29/22.  They responded with the following: 

  Damaged:
  -Living room coffee table corners and base-wood damaged
  -Large Office wall clock (dropped and broken/shattered)
  -Master bedroom 65 **. **************broken and inoperable
  
  
  Missing:
  -Large, red antique peddle fire truck

  We received pictures of the coffee table(two small scratches that can easily be repaired with a furniture marker) and the damaged **.  The clock was never sent to ** even after several requests.  Although they never provided evidence of the damaged clock we still out of courtesy included it into their claim settlement. On the same day the pictures were received we responded with the following: 

   

  Hello ******,
  
  
  ***** forwarded me your emails regarding the damaged items/missing item and I will be assisting you with this going forward.  I would first of all like to apologize for any inconvenience this may have caused and for you to know this was not our intention.  Unfortunately in our line of work damages can occur from time to time as we are all human beings and are capable of mistakes.
  
  
  In regards to the missing item, are you absolutely sure that you have finished unpacking all of your boxes?  Please check your garage or any *************** that you may have overlooked an unopened box.
  
  
  Also please send ** a picture from the back of the ** with the exact model number so we can do a proper investigation. 
  
  
  Is this your complete list of damaged or missing items?  The reason I ask is because the claim can only be filed once and I want to make sure we get everything covered prior to starting the process.
  
  
  Once I receive your confirmation we will start working on this right away and will be back in touch with a Settlement after the new year.
  
  
  I look forward to hearing from you and getting this resolved.
  
  
  Sincerely, 
  
  
  ***********************
  All Star Van Lines
  Office: ********************
  Direct: ************
  *******************************************

  The reason the above email is addressed to ****** is because she assisted the client in setting up this entire move.

  The client has requested for these items to be repaired/replaced but did not purchase any additional coverage.  Unfortunately this is an unrealistic request as no moving company will replace/repair any damaged or missing items unless the client purchases additional coverage.  If moving companies went around replacing and repairing damaged items from every move there would be no moving industry.  This is the exact reason insurance companies exist and why all clients are presented with several insurance options prior to scheduling their move.

  The client made it clear they were planning on going online on every reputable social media site to badmouth our company.  He threatened to take this story to the news. He did not agree to our terms or the settlement letter because he altered the original Settlement Agreement that was emailed to him but claims that he signed it and that we did not honor the agreement.  At this point we are considering suing the client for defamation of our small family owned business.  He is clearly trying to take advantage of ** and coming up with fictional scenarios.  We did everything by the book and abided by all of the laws within the moving industry.  If any other information is needed from our end please let ** know. 

  We have attached copies of the original estimate as well as the Bill of Lading in which the client clearly chose and signed for the $0.60 per pound per article basic liability coverage. 

   

• Initial Complaint

  Date:10/04/2022

  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.

  A complaint letter was sent right after our move on 6/17/2022.From the beginning, All Star Moving Company failed to deliver the on time agreed upon move, damaged alot of items along the way, workers left alot of trash during the move, left a lot of items on the quote we were given and then to us their insurance to settle the damage way below replacement. If they would have sent more experienced movers, as stated at the time of the in-home estimate and on their website, taught their workers to treat our stuff like theirs and be more careful in the move, this would have never happened. All Star keeps stating that this is expected during moving. This is before the start when they failed to notify me that they were not going to make the onto schedule agreed upon and verified the day before pushing blame on me for not understanding their issue when I had to call and ask what the status of the move only to be treated rudely and disrespected and that I should have been more understanding but didn't make the effort to notify me to such.In which case, the movers were hurrying to get the job done and damaging alot of stuff that is hard to replace or fix. For a few days after still cleaning up the mess and moving more unshipped items at my own expense. The person that did the estimate either didn't figure it out properly, since I brought alot of boxes and other items over here on my own before the move and were still moving items after. Along with missing material to put items back together again that they took apart and also failing to reinstall items that they took apart properly. This is unacceptable right from the beginning and have a lot of excuses why I was treated this way along with our items. I feel the resolution below is far and reasonable with that said, I will not seek any further damages by suing or write bad reviews about my experience with All Star Movers including lack of training and supervising of the move and proper moving, lifting and pro.

  Business Response

  Date: 11/01/2022

  Business Response /* (1000, 5, 2022/10/06) */ We would first of all like to apologize for any inconvenience caused and for the client to know this was not our intention. Unfortunately in our line of work damages/delays can occur from time to time due to various reasons that are not always in our control. This client was quoted 8hrs labor plus 1hr travel for a crew of 4 men at a rate of $239/hr when we performed an in-home inspection. Our system estimated his shipment to be 2,033cf and a 26' truck can only fit 1750cf. The client was advised in advance that not everything would fit onto the truck and we would only load what they insisted was most important. On the day of the move we had an unforeseen delay in the morning due to mechanical issues with one of our vehicles. We notified the client we would be arriving later than the agreed upon window and apologized for any inconvenience caused. The client chose to not purchase any additional coverage for this move and opted for the basic liability $0.60/pound per item. Below you will find the breakdown emailed to our client for the damages they listed: 2 Large Bookcases- Particle Board(not covered by any insurance) We also have a signed waiver excluding these bookshelves from being covered for damages and can provide a copy if needed. Headboard Leg: 20lbs Footboard Top: 20lbs Treadmill Scratch: 100lbs Cord Damage: 1lbs Curio Cabinet: 80lbs End Tables, Coffee Table Plastic Caps: 0lbs Screws for TV: 0lbs Damaged Walls: $200 Left Items: 2 Night Stands Large Mirror Total Weight: 221lbs Please know that unless additional coverage was purchased the basic liability coverage that is included with all relocations is $0.60 per pound per item. 221lbs x $0.60 = $132.60 + $200(wall damage) = $332.60 I would also like to add an additional $100 for any of the other issues you feel you had with the move for a grand total of $432.60. We received a response from the client that they were still unsatisfied so we increased the settlement to a total of $500. Unfortunately the client still refused and decided to post a complaint against our services with the BBB. What we have offered is a lot more than we are entitled to legally in this situation and were willing to give back roughly 25% of the total cost for the move which is more than our entire profit and more than any other moving company would offer. It is very unfortunate that this client is trying to take advantage of our small family owned business and literally trying to blackmail us by posting a complaint against us with the BBB, threatening to post more negative reviews and/or a potential lawsuit(which they would clearly lose). Everything we do is by law and have offered this client a lot more than we were supposed to because we truly value each one of our clients and even when things do not go exactly as planned we always try to leave our clients with a good impression of our services. Unfortunately in this situation that is not possible because the client is being completely unreasonable and requesting an absurd amount to settle this claim. Since the client has chosen this route instead of working with us we are now withdrawing the $500 offer and bringing it back down to the legal amount which is $332.60. For any of our future or current customers reading this please know we did everything possible to correct this situation but some people are just unhappy with life in general and no matter what we do we cannot change that. We perform close to a thousand relocations per year and very, very rarely get feedback such as this. We believe this speaks more about the individual filing the complaint and not the services that we provided. The damages the client listed were in fact minor and any person that has ever used a moving company in the past most likely would not even mention these issues or if they did would be happy and grateful for the settlement we offered. We are here for any other information needed including documentation from the day of the move etc. We look forward to the BBB assisting us in resolving this and unless the client removes this complaint entirely we will be mailing them a check within 7 business days for the $332.60.