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Complaint Details
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Initial Complaint
02/21/2025
- Complaint Type:
- Product Issues
- Status:
- Answered
We discovered two large propane tanks did not arrive. We were told several times by the accounting department that they would send money for replacement to our zelle account. This has been over a month now. We feel like they continue to ignore us hoping we will go away. We are not. We expect the company to do what they said they would do.
Business response
02/26/2025
Thank you for reaching out. We understand your frustration regarding the missing propane tanks and the need in receiving the refund.
We want to assure you that accounting has been notified about processing your refund. As you confirmed with the office last week, the payment is in progress and that take time to be released by accounting. While these transactions can take some time, please rest assured that the refund will be issued as promised.
We truly appreciate your patience, and we apologize for any inconvenience this may have caused. If you have any further questions or concerns, please dont hesitate to reach out.
Best regards,
Texas Movers Group TeamBusiness response
02/26/2025
Thank you for reaching out. We understand your frustration regarding the missing propane tanks and the need in receiving the refund.
We want to assure you that accounting department has been notified about processing your refund. As you confirmed with the office last week, the payment is in progress. While these transactions can take some time, please rest assured that the refund will be issued as promised.
We truly appreciate your patience, and we apologize for any inconvenience this delay may have caused. If you have any further questions or concerns, please dont hesitate to reach out.
Best regards,
Texas Movers Group resolution teamInitial Complaint
02/03/2025
- Complaint Type:
- Billing Issues
- Status:
- Answered
This company is inherently dishonest and does not deserve the high rating it currently has with BBB. Check out their Yelp reviews. They are notorious for giving one estimate and then demanding more when they show up to move. In my case, they charged $4500 more and broke and stole multiple items. The insurance offered $13 to settle--this is an insult. They threw my items into boxes with no padding or anything!Please please take this seriously so no one else is scammed by them. They are aggressive about selling themselves but won't respond when you complain.Business response
02/05/2025
We sincerely regret any inconvenience the customer may have experienced. Our goal is always to ensure customer satisfaction, and we apologize for any disappointment encountered.
Per federal regulations, any additional items or services requested that were not included in the original estimate require a new written estimate from the movers, which automatically cancels any previous estimates. In this case, the customer was provided with a new written estimate reflecting the additional services requested before their goods were loaded, as confirmed by their signature.The customer initially booked their move for 300 cubic feet. However, having stored their belongings for two years, they were unsure of the exact contents of their unit. At the time of pickup, the volume exceeded their original estimate.
If a customer does not agree to the revised charges, they have the following options:
-Cancel the Move The customer may choose to cancel, with no additional charges beyond payment for services already rendered.
-Proceed with the Original Estimate The customer may opt to ship only the originally listed items (or the equivalent weight/space) and utilize the originally ordered services without incurring extra charges.
-Accept the new written estimate The customer may agree to the updated estimate, including additional items and services, and proceed with the move.In this instance, the customer instructed the ********************** to pack and load all items and acknowledged responsibility for payment of all services rendered, as confirmed by their signed agreement.
The customer later filed a claim on 11/30/2024 with our claims service provider. While we understand their dissatisfaction with the outcome, they were given the opportunity to dispute the decision and submit additional evidence for review. Compensation was determined based on our legal liability, in full compliance with federal regulations.
We regret that the customer found it necessary to file a complaint but hope this explanation provides clarity regarding our position in this matter.
On behalf of Texas Movers Group
Customer response
02/05/2025
I am rejecting this response because: the business has made no effort to compensate me for the $2000+ damages their movers caused by THROWING items into boxes. It does not matter how large the space was. I paid nearly $7000 to have my items moved safely. There are stolen items as well and no responsibility from this company. Their Yelp reviews are appalling--so many similar to my case. This can only be resolved by refunding me the amount I am submitting in the attached document. I will file a court case if I am not satisfied, and I will contact all the other negative reviews to start a class action suit.
Deceitful and dirty tactics by Texas Movers
************************************************************************************************Business response
02/07/2025
Thank you for your feedback. While we appreciate your input, please note that these items were picked up from storage. The customer has raised concerns about items packed in boxes; however, nearly all boxes moved were packed by the customer, not our team. Our crew only provided packing services for large items, while the contents of the boxes remained as packed by the customer. As reflected in the Bill of Lading, the packing charge was only $150, confirming that a full packing service was not included in this move.
We understand the customer is unhappy with the settlement offer. However, per our terms and conditions, we are not liable for packing-related damages unless our employees both packed and unpacked the concealed contents. **** claim determination was made in accordance with our legal liability, the terms of the agreement, and federal regulations. To provide further clarity, we have included pictures documenting the condition of the items at the storage unit.
Regarding the claimed lost items, our team would have been more than willing to involve the police if necessary, but no losses were reported at the time of delivery.
Additionally, some items were denied in the claim due to a lack of supporting pictures. The customer had the opportunity to provide additional evidence to *** during the dispute process for further review and possible adjustments. However, since no new information was submitted, the claim resolution remained unchanged from the initial settlement.We understand that you are dissatisfied with the resolution provided. We have thoroughly reviewed your claim and outlined our position in this second response. As a goodwill gesture, we have requested CSI to add an additional $150 to the final settlement.
Per federal regulations, all carriers must participate in an Arbitration Program and offer arbitration if a settlement cannot be reached through the claims process. If you disagree with our position, you may contact *** to request details about the Arbitration Program in which our company participates.Customer response
02/07/2025
I am rejecting this response because: this is a non-excuse for breaking and STEALING items. There was no money spent on packing, so $150 is ridiculous. I am contacting other reviewers to start a class-action suit against this business. It is clear they give a reasonable bid, then re-charge when they show up to move, at exorbitant rates. This is unethical and unreasonable, especially when items are damaged and STOLEN. I know we will win this case in court.
The BBB needs to investigate this company thoroughly. Look at their reviews on YELP.
Initial Complaint
12/09/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I am writing to formally lodge a complaint against Texas Movers Group regarding their deceptive and unethical business practices during my recent move from ******, **, to *******, **. My experience with this company involved serious contract violations, unauthorized rate increases, and aggressive, manipulative behavior. I initially received a written quote from Texas Movers Group for $4,400 at a rate of $4.25 per cubic foot, with the clear understanding that if I exceeded the number of items originally estimated, I would still be charged the same rate per cubic foot for the additional space. However, on the day of my move, after approximately 75% of my belongings had been loaded onto their truck, the companys representative informed me that my total cost would be $11,000 more than my original quote. They also stated that my contract rate was being increased to $5.25 per cubic foot, directly contradicting the written agreement I had in hand. When I questioned this unauthorized rate increase, as ******* being charged for stairs and TWICE for the admin fee, I was talked over, dismissed, and treated with hostility. The representative repeatedly claimed that I had "more items than expected," despite my contract specifying that additional items would be charged at the same $4.25 per cubic foot rate. I was further told that the company was providing certain items "for free" (which I never requested) and was made to feel as though I should be grateful for these supposed complimentary items.When I spoke with the office manager, I faced the same dismissive and manipulative treatment. I was essentially told that my written contract was irrelevant. They insisted that I either pay the inflated $5.25 rate or pay for the so-called free items, effectively holding my belongings hostage after they were already loaded onto the truck. Once my items were finally delivered, there were several missing and broken items.Business response
12/11/2024
We sincerely apologize for any inconvenience the customer may have experienced. Ensuring our customers' satisfaction is always our top priority, and it is never our intention to fall short of those expectations.
The customer raised concerns about an increase in the job cost. Initially, the customer provided the sales representative with an inventory list of 80 items, estimated to occupy approximately ***** cubic feet. As noted in the estimate, any additional items or services beyond what was originally listed would result in an adjusted price.
Upon arrival at the origin, the customer added 190 items, which increased the total volume to ***** cubic feet. The customer also requested packing ******************** for the items. According to federal regulations, when additional items or services are requested beyond the original estimate, the movers must provide a new written estimate that supersedes the previous one. A revised estimate, reflecting all additional services, was presented to the customer and signed before loading the extra items. The customer instructed the ********************** to pack and load all the items, acknowledging responsibility for the payment of all services provided.Increase in the cubic footage cost:
On the day of pickup, our team explained that the rate would need to change due to the additional work required by the extra items that needed packing services and materials. We then presented you with two options: either increase the rate by $1 per cubic foot or pay the full price for the packing service and materials, as well as the full price for the shuttle fee (for which you had received a $600 discount). You were charged $1,300, while the service cost was actually $*****, in addition to the long carry and bulky item fee.
Our team thoroughly discussed these options with you over the phone, and you agreed to proceed with the adjusted rate of $5.25 per cubic foot, instead of paying the full cost for all additional services performed. Your complaint, which mentions the $1 rate increase, overlooks the fact that this rate adjustment was agreed upon to avoid charging the full price for the extra services. Additionally, as a courtesy, you received free expedited delivery to ********** within four days, due to your new role as a teacher.Please find attached the recording in which the customer agreed to the fixed price: *********************
Per federal and state regulations, carriers must not pay any claims voluntarily unless they are filed in writing within the time limits allowed by law and after all filing requirements have been met. Therefore, we require all our customers to file a claim with our third-party claims company, ***. On 12/10/2024, the customer was provided with login information to file the claim. *** reported that the claim has been filed and will be processed in the order it was received. *** will review the claim, and compensation will be offered based on our legal liability within the time frame allowed by law.
We regret that the customer felt the need to file a complaint, but we hope the above explanation provides clarity on our position regarding this matter.Obo Texas Movers Group
Customer response
12/11/2024
I am rejecting this response because: while some of that information was factual from the business. I did not ask for packing services. Your movers packed my items on their own accord to make the job easier to load. That was their choice. I did not ask for that. I absolutely have the recorded conversation as well where I agreed about the rate because I had no choice. Your company was holding my items hostage until payment was received for the rate that you illegally increased. My contact specifically says extra items will be charged at the same rate. I agreed to none of the extra fees, none of the extra costs, none of the extra services. You cannot tell a customer that an item is free and then decide to charge them for it because you got caught illegally changing a contract rate. The only reason I made my payment was because I needed my items and you wouldn't release them to me without some form of payment. Your manager from the ****** even threatened me and said he was canceling my job and I needed to come get my items myself because he was unhappy he got caught as well. And you did not get my items to me within 4 days, nor am I a teacher. The items were picked up on November 27th and they were not dropped off to me until December 8th. That's a bit more than 4 days. And I will not forget to mention all the damage your movers caused upon delivery. Holes in my wall, broken furniture, and missing items. UnacceptableBusiness response
12/12/2024
Thank you for providing detailed feedback. We appreciate the opportunity to address your concerns and clarify the charges and services related to your move.
Packing Services:
As stated in our estimate, packing materials and labor are not included unless specifically requested and itemized on the estimate. The blanket wrapping of furniture is the only packing service included at no charge. While you mentioned you did not request packing services, it is important to note that items must be properly packed and disassembled for safe transportation.
At pick-up, some of your items were inadequately packed or placed in plastic bags, which cannot be transported as is. To comply with transportation standards and ensure the safety of your belongings, our team packed these items, and a packing materials and services list was completed and signed by you, reflecting a total of $1,374. This was necessary to ensure the items could be transported safely.
Additional Services:
Here are the details regarding additional services for your move:
Long *************************** applies when movers must carry items beyond 75 feet. Normally, the first 75 feet are included, and an additional $75 is charged for every 75 feet thereafter. While the long carry service was required at both pick-up and delivery, we did not charge you for this service. Instead, the cost was covered under the agreement to increase the cubic footage rate by $1.
Shuttle Service: Due to the lack of access for an 18-wheel semi-trailer (4853 ft) at the delivery location, a shuttle service was necessary. The standard rate for this service is $1 per cubic foot with a $500 minimum. You were billed a discounted rate based on the agreement to adjust the cubic footage cost, reflecting our efforts to mitigate additional costs.
These services were not optional but essential for completing the move safely and efficiently.Payment and Agreement:
Regarding your payment, we understand your concerns about feeling pressured. However, our records, including the recorded phone conversation referenced in our previous response, demonstrate that our team maintained professionalism. The agreement to proceed with the adjusted charges was mutually reached, and you confirmed payment through the provided payment link.
Delivery Timeline:
Your items were delivered within five business days of the first available delivery date, not four as previously stated.
Damages and Claims:
For damages and missing items, you were advised to file a claim, which you have done. However, your claim will remain on hold until the dispute is resolved. Once the dispute is addressed, we will proceed with the claim process and evaluate our legal liability based on your allegations through the appropriate channels, as required by law.
Our Position:
We understand your frustrations and regret that the moving process did not meet your expectations. However, the services provided and charges applied were necessary and consistent with industry standards. The decision not to charge for the long carry service and to apply a discounted rate for the shuttle service demonstrates our effort to minimize your costs while ensuring the safe transport of your items.
If you have further questions or concerns, please dont hesitate to reach out. We remain committed to resolving your claim appropriately and following the required policies and procedures.
Customer response
12/12/2024
I am rejecting this response because: while I thoroughly appreciate finally having everything explained to me, all of this still doesn't justify trying to change my contract. Contracts are in place for a reason and are legally binding. The business keeps mentioning what they didn't charge me for, as if that is supposed to make me feel better for being overcharged. Absolutely not. I didn't ask for any of those services and as I mentioned, the ONLY reason I paid was because the company was holding my items hostage until payment was received. And after being threatened by the moving manager ****, I felt forced into paying. The part about everyone maintaining respect and professionalism is also false. As you can see from the screenshot, **** was flirty and kind until he found out I took issue with what he was doing. Then he threatened me. That isn't professional .Business response
02/19/2025
We understand your frustration regarding the charges and contract terms. However, while you state that the additional services were not requested, they were necessary to complete your move. As outlined in our terms and conditions, any required accessorial services must be charged at the applicable rate.
Regarding the cubic footage, you had the option to limit your shipment to the originally quoted volume, but you opted to ship all your items, which resulted in additional charges. Our team discussed these adjustments with you, explaining that your total shipment volume was three times the initial estimate. We also clarified that had the cubic footage been charged at the original rate from the binding estimateplus the applicable service feesthe total cost would have been significantly higher than what was ultimately charged with the adjusted rate at pickup. Given this information, you agreed to the updated rate outlined in the Bill of Lading (BOL) at the time of pickup.
Additionally, our team remained available to address any questions or concerns, as confirmed by the recorded conversation, which we are including here for reference:
**********************************************************************************
We appreciate the opportunity to clarify this matter. If you require any further assistance or have additional concerns, please do not hesitate to reach out.
Customer response
02/24/2025
I am rejecting this response because: the illegality of the bait and switch, contract rate change and being forced into signing an illegally placed contract is unacceptable. Your company knows what they are doing. I heard you worker **** arguing with another customer that you baited and switched and overcharged. This is common practice with your company and I will not back down or continue being bullied by this company. Not to mention, I filed a complaint and claim with the organization and the claim can't be completed because they were told that I have an open balance with Texas movers group. No I do not have a balance. I was forced to pay in full. So not only are you guys illegally changing contracts, you are lying saying I have an open balance so I can't file a claim for all the missing and broken items. I do not accept your apology and I don't accept your "resolution". You can hear in the phone call how defeated I am because your company is taking full advantage and performing illegal activities. Other people may have left it alone, but I won't allow itInitial Complaint
11/12/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
A lady hired this company to move her stuff from ********* Self Storage in ********* ******** from a storage unit to their house down in Texas. I got a call from the owner of the ***************** saying the moving company got confused on which unit- so they cut the lock to my unit and unloaded my unit to take to the client that hired them. They took it to the clients house and found out that the stuff the moving company unloaded (my storage unit) was not their stuff. The moving company brought my unit stuff back- and threw everything back into my unit. When I went out to investigate my storage unit, I found some of my items broke and cracked. (Attached are pictures.) (Retail price for everything was $1100). I have got in contact with the lady who hired this moving company, and she sent me their information. I have tried numerous times to reach out to this moving company to see if we could figure out something since they have damaged my stuff, illegally cut the lock off my unit without contacting the owner of the ***************** before they even decided to cut the lock off my unit.Business response
12/03/2024
Thank you for bringing this matter to our attention. We sincerely regret the inconvenience and stress caused by the situation involving your storage unit at *******************************. We understand the seriousness of the matter and aim to address your concerns clearly and transparently.
As outlined in your message, the incident occurred due to an error by the third-party moving company, MSN Logistics Group, which was hired to fulfill a local moving job in ********. While we provided the unit number and instructed them on how to access the intended storage unit, the driver mistakenly accessed your unit instead, removed its contents, and transported them to their clients home. Upon realizing the mistake, the third-party moving company promptly returned the items to your storage unit.
When the items were returned to the storage unit, the owner was present and observed them being unloaded and placed back into the unit. At that time, no damages attributed to *** were reported.
As the affected party is not our client and this incident involves actions taken independently by the third-party provider, any claim must be addressed through the responsible company.
We understand your frustration and are committed to assisting in facilitating communication between you and MSN Logistics Group where possible. Please let us know if you require contact details or further guidance on addressing this matter.
We hope to bring resolution to this matter promptly and amicably.Initial Complaint
10/15/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
THEY WERE SUPPOSED TO MOVE MY THINGS FROM TEXAS TO ************** BUT DID NOT, I OBTAINED A UHAUL AND MOVED THE ***** FROM TEXAS TO ************** MYSELF. SINCE I MOVED THE ***** MYSELF, I RETRIEVED THE DEPOSIT OF ******* BACK FROM MY BANK BECAUSE THEY DID NOT FULFILL THE CONTRACT BUT CANCELLED. THEY SENT A CORRESPONDENCE TO MY BANK STATING THAT THEY HAD WHEN THEY DIDN'T, MY BANK INFORMED ME THAT THEY HAD SAID THAT THEY HAD MOVED MY ***** TO ************** WHEN IN FACT THEY DIDN'T. THE COMPANY ALSO WOULD NOT CORRESPOND WITH ME BUT WAS TRYING TO ONLY CORRESPOND WITH MY DAUGHTER AND TRIED TO GET A COPY OF HER DRIVERS LICENSE AND TO SIGN DOCUMENTATION THAT SHE SHOULDN'T, SHE WAS NOT A PART OF THIS TRANSACTION. MY SON DROVE MY THINGS FROM TEXAS TO **************, NOT THIS COMPANY AND THEY SHOULD REFUND ME MY MONEY SINCE THEY DID NOT FULFILL THE CONTRACT.Customer response
10/15/2024
Text message showing that the driver cancelledCustomer response
10/15/2024
Text message showing that the driver cancelledBusiness response
10/15/2024
Dear *** or Madam,
First, we would like to apologize for any inconvenience the customer has endured during the move.
It is never our intention that customers will have a less than satisfying experience.
Original Estimate:
The customer ordered *******************************************. They were provided an estimate listing the items that they
requested to be transported, the volume estimated for those items to be transported, the services
ordered, the estimated price based on this information provided by the customer, and the terms of
our ******************** including:
-The price of the move will change if the order for the move changes.
Should the customer add items to transport or additional services then the price of
the move will change.
The customer submitted an inventory list consisting of 44 items which were estimated
to occupy approximately 508 cu ft of volume @ $4.25 per cu ft, 10% fuel surcharge,
30 days FREE storage.
-The terms of delivery
-Additional services that may be necessary to complete the move
-Valuation Options
-Claim filing information
-Payment terms
-Cancellation policy
The customer signed in agreement on the estimate.
Release Form for Service Cancellation and Goods Return:
Customer Cancellation and Breach of Contract
Two weeks after the completion of all services, the customer reached out to cancel the agreement.
At this point, their goods were already in our storage. As part of the cancellation process, the
customer signed a notarized release form. This form documented the service cancellation and the
return of their goods, recognizing their breach of contract.
Goods Transportation to Designated Recipient
Following the cancellation, we promptly proceeded to load the customer's goods. These were then
transported to the designated recipient, ******* *******, on 09/07/2024, in accordance with the
agreed terms. Multiple services were provided to this customer.
Bill of Lading:
The Bill of Lading is the contract between the carrier and the customer. It lists the information of the
shipper (customer), the breakdown of charges for the move, the dates of the move, coverage for
loss or damage should any occur, and the summary of the terms & conditions applied to the move
per federal regulations and the carrier's (mover's) applicable tariff. The customer signed the Bill of
Lading before the move, at the pickup as it listed the actual updated services and applicable
charges, and they signed at delivery (bottom right side Delivery Acknowledgement) attesting that
ALL SERVICES ORDERED WERE RECEIVED AND THEY ARE SATISFIED.
We regret the customer felt the need to post this review and trust they are now able to better
understand our position in this matter.Customer response
10/15/2024
I am rejecting this response because: I did not breech the contract, you and your drivers cancelled and texted me stating that you were not going to transport my items also ******** refused to speak with me BEFORE the drivers cancelled and stated over the phone that you all would not transport my items. The cubic feet that you said it was was also less than what you quoted and AI was able to use a smaller uhaul that was lett cubic feet. The ***** contract shows the cubic feet.Initial Complaint
09/28/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Hello Team,**** and FRAUD moving Company. They gave an initial estimate of $3289.23 and when the driver arrived to pick items, workers started loading items into their truck and I was told final cost as $7445 or $6153(if cash) without even submitting evidence for how they arrived at this price(even till date I have not received a single email with evidence/bingo sheet for why the final cost is more than 100% of estimated cost). Before I could analyze the situation, the pickup driver showed act of racism/discrimination on my ethnicity and threatened me saying that "you have no idea what I will do with you items" when I asked to drop off items back to the storage and he drove truck with my items. After a week's struggle to explain the situation to their office staff, I was finally given moving manager - ******** O contact# ************* / email-*********************************** to speak. At first I could not reach her so I send a detailed email explaining the situation (attached evidence). I got a call in 2min after this email and she tried to protect her staff saying that pickup driver's wife is of same ethnicity and so he would have commented it. First thing I asked ******** is to backoff and put my items back from where it was picked from and i'm willing to pay the price for it. She took advantage of the situation and said items are already moved to their warehouse in **********,**. Until the delivery driver picked up the items, I did not know that my items were still in their *******, ** warehouse and ******** gave me a false statement so I'm bound to them. With all the aforementioned issue, I believe my number is put in their block list or redirected to their voicemail. All my communication is from my secondary number after the initial conversation. I can provide evidence to my best of what is available to me (email/messages/photos) to escalate this issue and kindly request you to take action so another customer doesn't have to fall prey to them and be traumatized.Business response
10/02/2024
Dear *** or Madam,
First, we would like to apologize for any inconvenience the customer has endured during the move.
It is never our intention that customers will have a less than satisfying experience.
The customer ordered *******************************************. They were provided an estimate listing the items that they
requested to be transported, the volume estimated for those items to be transported, the services
ordered, the estimated price based on this information provided by the customer, and the terms of
our ******************** including:
- The price of the move will change if the order for the move changes.
Should the customer add items to transport or additional services then the price of
the move will change.
The customer submitted an inventory list consisting of 69 items which were estimated
to occupy approximately 707 cu ft of volume @ $4.25 per cu ft, 10% fuel surcharge,
30 days FREE storage.
- The terms of delivery
- Additional services that may be necessary to complete the move
- Valuation Options
- Claim filing information
- Payment terms
- Cancellation policy
The customer signed in agreement on the estimate.
Customer's Open Claim:The customer was referred to our claims service provider *** to file a proper claim as required by
the law. The customer was sent login information on 08/26/24 to file a claim online. The customer's
posted claim was received 08/29/24. The claim is currently in line to be analyzed in the order it
was received and compensation will be offered based on our legal liability and within the time frame
allowed by law. For further assistance with filing claims you may contact CSI directly at
************ or online at *****************************
Bill of Lading:
The Bill of Lading is the contract between the carrier and the customer. It lists the information of the
shipper (customer), the breakdown of charges for the move, the dates of the move, coverage for
loss or damage should any occur, and the summary of the terms & conditions applied to the move
per federal regulations and the carrier's (mover's) applicable tariff. The customer signed the Bill of
Lading before the move, at the pickup as it listed the actual updated services and applicable
charges, and they signed at delivery (bottom right side Delivery Acknowledgement) attesting that
ALL SERVICES ORDERED WERE RECEIVED AND THEY ARE SATISFIED.**
We regret the customer found it necessary to file a complaint, but trust that the above explanation
enables them to better understand our position in this matter.Customer response
10/02/2024
I am rejecting this response because: Requesting evidence of updated inventory list. The attached Suren_New_Estimate.pdf does not provide detailed BINGO/inventory list for the new estimate of 1400 cu.ft.Business response
10/22/2024
In accordance with federal regulations, any additional items or services not included in the original estimate that may result in extra charges require the issuance of a New Binding Estimate. This new estimate supersedes all previous estimates. The customer was provided with a New Binding Estimate, which included all requested additional services, prior to the loading of their goods. The customer's signature on this estimate affirms their request for the movers to prepare a revised estimate at the time of pickup to account for additional items. The reason for the new estimate, as indicated, was due to these additional items. This document was signed and authorized by the customer prior to any ******************** being rendered.Initial Complaint
09/09/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
We contacted this moving company for a quote. Spoke to ****, who we thought at the time had done a very good and thorough job of itemizing our estimate. The day of the move came, and the movers came just to cancel on us. They said that the quote of $4100 for 850 cubic ft was absolutely wrong and wanted $8-10,000 for 12,000-16,000 cubic ft. This is almost a 200% price increase, at the least. The moving man further attempted to strong-arm us into paying this exorbitant price. When he told us that he had another move that day and he had to go, so he was cancelling on us, we didnt know what else to say other than ok. This leaves us in a really bad position. But it is your choice to cancel.He assured us that since HE cancelled on us, a full refund would be made Monday (this was a Sunday move). This moving company was aware I had to be out of my leased apt that very same Monday. After he left my apartment, apparently the dispatcher contacted ******** from the moving company. Which was strange bc I attempted to contact **** to let him know the situation, and had to leave a voicmail as he was out of the office. ******** was extremely antagonistic, and kept saying with respect followed by completely disrespectful statements. She informed us she was recording the call, and we said good please play it for your boss/**** in the morning. This was meant as an empty threat however, because she said no recording exists. Now I am fielding at least 2 calls an hour from ****, saying that he apologizes for all the trouble and they want to complete our move at the originally quoted price. I have explained that I feel uncomfortable after what happened using them at all. Now hes pressuring me and I feel unsafe as a young woman living alone, after these shady characters have my home address, apt **************** information. I just wish for them to STOP- to cease & desist all contact. As well as issue the promised refund after cancelling on us.Business response
09/12/2024
Dear *** or Madam,
First, we would like to apologize for any inconvenience the customer has endured during the move.
It is never our intention that customers will have a less than satisfying experience.
The customer initially provided an inventory list of approximately 100 items, with an estimated
volume of 885 cubic feet. The original Estimate explicitly stated that if additional items were added,
or if items were bulkier, irregularly shaped, or required more space than anticipated, the cost would
be adjusted accordingly.
Upon the movers arrival, it was observed that the customer had more than 200 items, requiring
packing services and several additional services that were not part of the original Estimate. The
customer was informed of the additional charges required to accommodate these new
circumstances, but declined the added costs. In response, the driver contacted Texas Movers
Group management, who subsequently reached out to the customer on Sunday to clarify that the
Estimate clearly outlined that any necessary additional services would incur additional charges in
accordance with the agreement.
The customer disputed this and asserted that the driver had canceled the move, which was not
accurate. It was explained to her that the driver was in fact waiting outside her residence while she
discussed the matter with management, as the driver does not have the authority to cancel the
move.
Texas Movers Group made multiple efforts to resolve the issue with the customer, presenting her
with the following two options:
1. Cancel the Move: The customer could opt to cancel the move, incurring charges only for
services already rendered.
2. Proceed with the Original Estimate: The customer could choose to proceed with the
shipment of only the items listed in the original Estimate, utilizing the services originally
ordered without any additional charges.
After consideration, the customer chose to cancel the move, despite services already having been
provided. Consequently, the customer remains responsible for the payment of services rendered up
to that point.
Per the cancellation policy, as appears on our Original Estimate to which the customer has agreed
and signed, the customer must notify us a minimum of 7 business days ahead of the move date for
a full refund: "ONCE RESERVATIONS HAVE BEEN MADE WITH TEXAS MOVERS GROUP,
RESERVATION DEPOSITS ARE FULLY REFUNDABLE (7) BUSINESS DAYS PRIOR TO THE
ORIGINAL MOVE DATE AND MUST BE DONE IN WRITING. All deposits are for the
booking/reservation of the Pick-up Date, Truck & ************ for your specified pick-up
dates. All clients can change or move their dates with no penalties as long as client gives a
minimum notice of 72 hours from their original scheduled pick-up date. If for any reason you
choose to cancel the service on your move date, 80% of the deposit will be forfeited cover
loss such as workers, fuel, etc.
If a cancellation occurs at the time of pick-up, after the truck has been loaded and packing
supplies have been utilized, the customer will be responsible for the payment of all services
rendered(packing supplies, labor, fuel and truck usage) . These charges will be based on our
carrier's applicable tariff and at the full tariff rates."
Our particular cancellation policy is more lenient that others. Most carriers require full forfeiture of
deposits.
The cancellation policy is noted not only within the body of the Estimate in detail, but it is also part of
the terms that the customer must read and click to accept in order to submit their electronic
signature, and is also located on the credit card authorization form authorizing any payment from the
customer. This policy is repeated and very transparent.
As per our applicable tariff and the terms and conditions on the governing bill of lading, all services
rendered up to the point of cancellation of services must be paid for in full and will be deducted
directly from the deposit paid by the customer. Since the service was canceled due to a change of
order made by the customer and resulting in additional charges after the truck and crew were
already dispatched to the pickup location, tolls and gas has been paid for; the van and crew have
already spent time at the customer's residence, these expenses must be paid for as agreed by the
customer to which their signature attest agreeing to the cancellation policy.
We regret the customer found it necessary to file a complaint, but trust that the above explanation
enables them to better understand our position in this matter.Initial Complaint
08/25/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
The movers was suppose to do a walk through but failed to show up. when they did show up they did not even look at all the stuff being moved and then said it was going to be much more. Again on the day of the move. They went on to charge me more than $5000. Then I filed a claimed for all the things that was damaged and they never returned any calls or messages. I also filed out the damage claim online with no response.Business response
08/29/2024
Dear *** or Madam,
First, we would like to apologize for any inconvenience the customer has endured during the move.
It is never our intention that customers will have a less than satisfying experience.
Pursuant to Federal Regulations Code 49 CFR Part *****, all claims for loss, damage, injury, or
delay related to cargo must be filed in writing and in accordance with the filing requirements outlined
in this regulation and the governing Bill of Lading. As per *****, a carrier cannot voluntarily pay a
claim unless it is submitted within the time limits specified by the Bill of Lading or contract of
carriage, and it meets the minimum filing requirements, including identifying the shipment, asserting
liability, and requesting a specific or determinable amount.
The customer was directed to our claims service provider, CSI, to ensure proper filing of their claim
as required by law. In early August, we provided the customer with instructions to file their claim
online; however, it appears the claim was initially submitted in the incorrect area. We have since
communicated with the customer, and they have now registered with the appropriate claims service.
Once the claim is received by CSI, it will be reviewed in the order it was received. Compensation will
be offered based on our legal liability and within the time frame permitted by law. For further
assistance with filing claims, customers may contact CSI directly at ************ or online at
******************
We regret the customer found it necessary to file a complaint, but trust that the above explanation
enables them to better understand our position in this matter.Customer response
08/29/2024
I am rejecting this response because I called many times asking for someone to respond to my complaint I filed on their website, which I was told today was not the right link. Odd that I get a call after I file a complain with the BBB. I now filed a complaint with CSI but it looks like they are also going to reject it for some reason. I keep getting sent in circles and I should not have to work this hard to get refunded for something I paid for. Texas Movers Group is just a terrible company and very dishonest to do business with.Business response
08/30/2024
We would like to clarify that the initial claim was submitted to the incorrect department. However, we have since communicated with the customer, and they have now successfully registered the claim with the appropriate claims service. It has been just one day since the customer contacted the correct claims company, and we are diligently working towards a resolution through the proper channels. It is premature to assume that the claim will be rejected "for some reason" on the very day it was registered.Initial Complaint
07/30/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Texas Movers Company picked up my property on April 1, 2024 in ****** to deliver to ****************, ********. Their binding estimate of $4280.18 (attached) was for 900 cubic feet of space on their truck. They did not pack my property. I had everything packed and ready to go. When they came, they packed the truck and after everything was packed, they told me I owed $8253.85, which is almost double. I almost started crying, but the truck was already packed up and their employee was very intimidating. They charged me for 1500 cubic feet of space. I have posted pictures of the truck they delivered with how much space my property took up. I didn't even take up 900 cubic feet but certainly NOT 1500 cubic feet. If you see a truck that big, you will understand how much 1500 cubic feet is!!! All I am asking is a refund of $2645.32, which is the difference between 900 cf and 1500 cf. In addition, they charged me an additional $1200 because they said they could not deliver my property in a big truck and had to use a shuttle. I do not believe that is true, but I am not asking for a refund of that money, but only the difference between 900 and 1500 cf. I have tried to sue them, but I am here in ******** and they have refused two attempts to accept the certified letter I sent from the State of Michigan 47th Judicial District. This company is a truly unscrupulous, dishonest company! I hope you can help me.Business response
08/15/2024
Dear *** or Madam,
First, we would like to apologize for any inconvenience the customer has endured during the move.
It is never our intention that customers will have a less than satisfying experience.
******** is not in position to assume all items are to be moved, especially if the list on the estimate
they have in hand is substantially different. They will start off by loading the items they were able to
identify from their list, unless they were informed by the customer that they have a change of order
and will need more items to be loaded. At that point, the movers will cease from loading and will
issue a revised estimate to include the additional items now required to be moved.
Our Original Estimate outlines the services included and those available at additional charges if
necessary. The customer provided an inventory list estimated at approximately 981 Cu Ft (86
pieces). Upon arrival at the origin, it was noted that the customer had additional bulky items,
increasing the total volume to 1500 Cu Ft.
The initial estimate is based on a standard list of items with basic dimensions, serving as a guide to
determine the minimum volume required for the shipment. If movers find that the items are larger,
bulkier, or irregularly shaped, occupying more space than anticipated, the customer is responsible
for the actual space utilized. This situation occurred when the movers arrived and observed much
more items then the volume from the Original Estimate, necessitating reconfiguration of the items in
the truck.
At this point, the customer is presented with the following options:
1. Cancel the Move: The customer may choose to cancel the move, incurring charges only for
services rendered up to that point.
2. Adhere to Original Volume: The customer can opt to ship only the originally quoted items
(or equivalent volume) using the initially ordered services without additional charges.
3. Accept the Revised Estimate: The customer can agree to the new estimate, reflecting the
additional items and services, and proceed with the move.
According to federal regulations, any additional items and services requested that were not included
in the original estimate and may result in additional charges require that the movers provide a New
Written Estimate, which automatically cancels any previous estimates. The customer was provided
with a New Written Estimate, including all requested additional services, prior to the loading of their
goods. Their signature on this document attests to their acknowledgment and acceptance of these
terms. Please review the attached New Written Estimate for your reference.
The customer elected to authorize the additional items and services, and the move was
subsequently completed.
A shuttle service is required when a tractor trailer is unable to access the residence at origin or
destination allowing the completion of the pick up or delivery of the shipment. A shuttle fee will be
charged in addition to the cost of the move.
The driver is ultimately the responsible party for the safety of the tractor trailer, the crew, the
shipment, and the surrounding environment (i.e yards, cars, buildings, etc.). Should the driver feel
uncomfortable to safely perform the pick up or delivery of a shipment, they are required to take the
necessary measures to perform the service in a safe manner even if that means that the customer
will be charged for it. Otherwise, it is the carriers legal right to deliver shipment to the last safe
accessible point. Any damages which may be incurred for attempting a delivery in an unsafe manner
are at the driver's risk of losing not only their job but their CDL driver's license as well as fines.
We regret the customer found it necessary to file a complaint, but trust that the above explanation
enables them to better understand our position in this matter.Customer response
08/15/2024
I am rejecting this response because: much of what the respondent said is not true. Also, how can I cancel the trip when it is already completed? Absolutely ridiculous resolution. The company DID NOT GIVE ME AN UPDATED bill until all of my furniture was already loaded. Also, my photos PROVE that I did not use 1500 cf of space. In fact, I didn't even use all the space in the original estimate. I used LESS because I got rid of my couch before I moved. Please let me know what I can do because none of the solutions you presented rectify their blatant disregard for honesty and integrity. They pretty lied in their response. ***** ******-********Customer response
08/15/2024
The attached photo is a photo of a truck that hauls ***** cubic feet of property. If you compare it to the photos of how much space my property occupied, you will conclude that I perhaps used 600 cubic feet of space and yet they made me pay for ***** cubic feet of space. The contract says the move is based on space. ************ continues to lie and deceive. The bottom line is they are not honest.Customer response
08/15/2024
In addition, the company did not give me a choice because I had already turned in my move-out date in Texas and my move-in date in ********* The company did not tell me I owed double their estimate UNTIL THE ***** WAS ALREADY LOADED. They did not leave me choice. I had to sign the form even though I did not agree.Customer response
08/19/2024
You can see on the Original Binding Estimate that the cost is $4280.18 for 981 cubic feet. My property took up less than 981 cubic feet and yet they charged me for 1500 cubic feet, which you can see on the receipt they posted. I can send you a photo of a truck that holds 1500 cubic feet and you can compare it with the photos I took (attached) of the amount of space my property occupied. ************ and the owner Mr. ***** are outright dishonest. A ***** foot truck holds 1200 cubic feet. Check the photo I sent you of how much space my property occupied. I definitely took up less than the 981 in the original estimate.Business response
08/28/2024
Per federal regulations any additional items and services requested which were not included in the original estimate and may result in additional charges require that the movers provide a revised binding estimate which automatically cancels any previous estimates. The customer was provided a revised binding estimate which included all requested additional services prior to the loading of their additional goods as per the normal procedures. The customer chose to move forward with their move, signed and approved all charges and their move was subsequently completed.Customer response
08/28/2024
I am rejecting this response because what the business said in their response is a lie. It is not true. Mr. ****** did not tell me the cost was nearly double the estimate until the truck was loaded. In addition, the estimate was for 900 cubic feet and he charged me for 1500 cubic feet. I have proof that my load was less than 900 cubic feet. I will have justice for my claim when I see Mr. ****** in court as we have a court date in October. If the BBB cannot give me justice, I am confident that the Michigan Civil Court will do so.Customer response
08/28/2024
I will prove two facts: 1) Mr. ****** made me sign the contract under duress and 2) that the estimate he made me sign was FALSE.Initial Complaint
07/30/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Booked for pick up on May 2 and to be held and delivered on 6/9. During pick up, Chlomi increased the price and added shuttle price, resulting in total of $8,881.85. 5/31 Chlomi offered an earlier move, we denied, he had no further info on trucking schedule.June 14 Chlomi stated truck would leave on 6/17, arrival in 2-4 days max after stop in ******* then to ******. However, our airtag showed that goods moved from their warehouse to a new storage facility in ******. In good faith, we assumed it was a device error.June 18, there was no delivery attempted and airtag remained the same with no response until 6/20 ******** confirmed driver was in route in *******. 6/22 no delivery, so I sent an email requesting info about our goods due to no responses.Continued silence until June 24 when ******** stated the goods were stolen and asked to file police report. We shared info about the airtag with detective, stated that can be used to obtain search warrant with our presence to verify and to keep info to ourselves due to ongoing case. Thus we flew overnight from OR to **, got a warrant and they released our items to my wife. Due to our efforts they were recovered two other clients too - including the one in ******* they stated was delivered. Additional costs incurred are approx $3680.00 Upon clarification with ********, they did not have truck license number (poor logistics), video surveillance of warehouse as advertised. 50% items had water damage/ mold growth resulting in throwing away items. Our goods were not found in a climate controlled area advertised as well.June 28 ******** (Yaara Ohana/******) left a voicemail stating a full refund and a phone convo on July 3. They are now stating they completed half of the move and will only offer half a refund However, due to our efforts and required presence in **, we recovered (and moved our items) and other clients goods, that *** was unable to secure without our intervention. We request a full refund based on the above.Business response
07/31/2024
Dear Sir or Madam,
First, we would like to apologize for any inconvenience the customer has endured during the move.
It is never our intention that customers will have a less than satisfying experience.
Texas Movers Group has built our company on hard work, honesty, and dedicated service. We
uphold the highest standards and expect everyone we engage with to do the same. We have
provided moving services to over 8,000 satisfied customers. The agents that we have worked with to
assist with these moves have gone above and beyond to take care of customers. Our company has
never experienced a situation like this. Therefore, we advise the allegations of deceptive business
practices and dishonesty are not valid. While we understand the frustration, the situation was purely
an isolated occurrence.
Updates: We strive to offer frequent updates to our customers regarding the status of their
shipments; however, we are not obligated to provide daily updates. The updates received were
provided as a courtesy and reflect the information available to us at the time. Please be aware that
changes in tractor-trailer routes often necessitate the rerouting of shipments. This is a matter of
logistics and not an attempt to deceive. The logistics of the moving industry are complicated and
unpredictable.
Contractor: The initial estimate sent to the customer before the move, with plenty of time to review
and ask questions before signing in agreement or paying a deposit, clearly states that we will use an
agent to deliver the shipment in Oregon. No questions were asked, and the customer voluntarily
signed in agreement to these terms. As stated above, the agents that we work with have all been
wonderful. No one could have predicted that this particular driver would act in such a manner, even
their employer could not have known. This agent (not the driver) has assisted with multiple moves
over the years and resulted in many satisfied customers. It is highly unlikely that even the driver
himself anticipated committing such an atrocity when he woke up that morning. While the driver's
actions are undoubtedly wrong, it evokes empathy to consider what might have transpired in his life
that day to lead him to such behavior. In this industry, movers understand the severe repercussions
of accidents, let alone intentional crimes. Although the charges against him are serious and justified,
we hope, as fellow human beings, that he receives whatever help he may need to prevent a
recurrence of such a reckless decision. The impact on everyone involved has been significant.
False Advertisement and Deceptive Business Practices:
Video Surveillance: As the customer is well aware, the cameras and video surveillance in
the warehouse would not have any bearing on this situation. The items were loaded and left
for transport to their destination as is normal protocol. Nowhere does it say we have cameras
on the trucks/trailers to view the shipments at any time.
24/7 Customer Service: We do have customer service available 24/7. However, we handle
situations in the order they are received. There is not an unlimited number of staff to provide
these services, and at times, it may necessitate returning calls or emails if we cannot assist
at the exact moment of the customer’s contact.
Company Trucks: Texas Movers Group uses our own trucks for pickups.
Third Party: As stated above, the original estimate states that we use carriers/agents. The
original estimate, also as mentioned, is sent to customers before they sign in agreement or
pay any portion of the move. The customer signed the original estimate in agreement that
they read, understood, and agreed to all terms and conditions within. Further, per the
governing bill of lading, we are entitled to utilize the services of other carriers/agents to
assist with any portion of the move to meet customers’ scheduling needs.
Picking Up Items: While filing the police report was requested, at that time our intentions were to
work together. Instead, the customer withheld the fact that they located the items. This information
would have been helpful for all involved, not just the customer. Then, without letting us know, the
customer picked up their items, they sat idly and allowed us to continue to frantically search on their
behalf. As a co-victim in this situation, that is not only deceptive but unfair.
Regarding the Loss of Items: We did not lose belongings. As previously stated, the driver acted
independently in this criminal act, and such events are unforeseeable. We are also victims in this
situation, despite the customer's current perspective. If there are missing and/or damaged items,
they can file a claim for the missing and/or damaged items.
Regarding Compensation for Services: This was the only customer who chose to act on their own
and retrieve their items independently without notifying us. All other customers have chosen to
continue their moves. If they had communicated their findings and informed us that they located the
shipment, we would have been able to complete the move for them. Instead, they opted to handle
everything privately and you chose to bear the associated costs. The lack of communication
regarding the status of the shipments caused delays. Throughout this period, while they secretly had
the shipment safely in their possession, we were still diligently working to locate the shipment and
continue with the move.
The services provided are:
Arranged the move
Scheduled the logistical details involved for the move
Pickup of your items
Transportation to storage
Labor for unloading of the items to storage
30 days storage
Labor for unloading of the items from storage for delivery
The only missing service in this move was the delivery portion. Every other service was provided.
These services listed above were already performed before the shipment was advised as missing.
The attempted theft of the shipment is not our fault. It was an unforeseen incident carried out by an
individual acting alone, and we have all been affected by it. Texas Movers Group did not orchestrate
this situation, nor were we involved in any part of this illegal activity. We have been and are actively
working to address and resolve all concerns, even when the customer had their items unbeknownst
to us. Michelle/Yaara is not the owner of Texas Movers Group. Despite her sincere efforts to assist
in this situation, she lacks the authority to offer any official refunds or compensation on behalf of the
company.
We regret the events that occurred. However, we are not responsible for the driver; we do not
directly employ him. Our experience with the agent who directly employed this driver has been
positive over the many years of working together. Despite the agent’s pre-employment screening
and the precautions that they took, the driver’s actions were unforeseeable.
Texas Movers Group has built our company on hard work, honesty, and dedicated service. We
uphold the highest standards and expect everyone we engage with to do the same. We have
provided moving services to over 8,000 satisfied customers. The agents that we have worked with to
assist with these moves have gone above and beyond to take care of customers. Our company has
never experienced a situation like this. Therefore, we advise the allegations of deceptive business
practices and dishonesty are not valid. While we understand the frustration, the situation was purely
an isolated occurrence.
Updates: We strive to offer frequent updates to our customers regarding the status of their
shipments; however, we are not obligated to provide daily updates. The updates received were
provided as a courtesy and reflect the information available to us at the time. Please be aware that
changes in tractor-trailer routes often necessitate the rerouting of shipments. This is a matter of
logistics and not an attempt to deceive. The logistics of the moving industry are complicated and
unpredictable.
Contractor: The initial estimate sent to the customer before the move, with plenty of time to review
and ask questions before signing in agreement or paying a deposit, clearly states that we will use an
agent to deliver the shipment in Oregon. No questions were asked, and the customer voluntarily
signed in agreement to these terms. As stated above, the agents that we work with have all been
wonderful. No one could have predicted that this particular driver would act in such a manner, even
their employer could not have known. This agent (not the driver) has assisted with multiple moves
over the years and resulted in many satisfied customers. It is highly unlikely that even the driver
himself anticipated committing such an atrocity when he woke up that morning. While the driver's
actions are undoubtedly wrong, it evokes empathy to consider what might have transpired in his life
that day to lead him to such behavior. In this industry, movers understand the severe repercussions
of accidents, let alone intentional crimes. Although the charges against him are serious and justified,
we hope, as fellow human beings, that he receives whatever help he may need to prevent a
recurrence of such a reckless decision. The impact on everyone involved has been significant.
False Advertisement and Deceptive Business Practices:
Video Surveillance: As the customer is well aware, the cameras and video surveillance in
the warehouse would not have any bearing on this situation. The items were loaded and left
for transport to their destination as is normal protocol. Nowhere does it say we have cameras
on the trucks/trailers to view the shipments at any time.
24/7 Customer Service: We do have customer service available 24/7. However, we handle
situations in the order they are received. There is not an unlimited number of staff to provide
these services, and at times, it may necessitate returning calls or emails if we cannot assist
at the exact moment of the customer’s contact.
Company Trucks: Texas Movers Group uses our own trucks for pickups.
Third Party: As stated above, the original estimate states that we use carriers/agents. The
original estimate, also as mentioned, is sent to customers before they sign in agreement or
pay any portion of the move. The customer signed the original estimate in agreement that
they read, understood, and agreed to all terms and conditions within. Further, per the
governing bill of lading, we are entitled to utilize the services of other carriers/agents to
assist with any portion of the move to meet customers’ scheduling needs.
Picking Up Items: While filing the police report was requested, at that time our intentions were to
work together. Instead, the customer withheld the fact that they located the items. This information
would have been helpful for all involved, not just the customer. Then, without letting us know, the
customer picked up their items, they sat idly and allowed us to continue to frantically search on their
behalf. As a co-victim in this situation, that is not only deceptive but unfair.
Regarding the Loss and/or Damage of Items: We did not lose belongings. As previously stated, the driver acted
independently in this criminal act, and such events are unforeseeable. We are also victims in this
situation, despite the customer's current perspective. If there are missing and/or damaged items,
they can file a claim for the missing and/or damaged items.
Regarding Compensation for Services: This was the only customer who chose to act on their own
and retrieve their items independently without notifying us. All other customers have chosen to
continue their moves. If they had communicated their findings and informed us that they located the
shipment, we would have been able to complete the move for them. Instead, they opted to handle
everything privately and you chose to bear the associated costs. The lack of communication
regarding the status of the shipments caused delays. Throughout this period, while they secretly had
the shipment safely in their possession, we were still diligently working to locate the shipment and
continue with the move.
The services provided are:
Arranged the move
Scheduled the logistical details involved for the move
Pickup of your items
Transportation to storage
Labor for unloading of the items to storage
30 days storage
Labor for unloading of the items from storage for delivery
The only missing service in this move was the delivery portion. Every other service was provided.
These services listed above were already performed before the shipment was advised as missing.
The attempted theft of the shipment is not our fault. It was an unforeseen incident carried out by an
individual acting alone, and we have all been affected by it. Texas Movers Group did not orchestrate
this situation, nor were we involved in any part of this illegal activity. We have been and are actively
working to address and resolve all concerns, even when the customer had their items unbeknownst
to us. Michelle/Yaara is not the owner of Texas Movers Group. Despite her sincere efforts to assist
in this situation, she lacks the authority to offer any official refunds or compensation on behalf of the
company.
We regret the events that occurred. However, we are not responsible for the driver; we do not
directly employ him. Our experience with the agent who directly employed this driver has been
positive over the many years of working together. Despite the agent’s pre-employment screening
and the precautions that they took, the driver’s actions were unforeseeable.
We regret the customer found it necessary to file a complaint, but trust that the above explanation
enables them to better understand our position in this matter.
Customer response
07/31/2024
I am rejecting this response because:
I reject this response as it is a clear copy and paste of the attachment they have already given me. I have attached my response that I have sent to them via email and will attach it here as well. I would like to further clarify that this a supposed family owned company by the Bachar-Ohana family, i.e. see that Chlomi Ohana is the manager responding here, they state that Michelle Bachar/Ohana does not have authority to issue a refund. I have verbal confirmation from her twice as recordings. If there is anyone to have authority it would be an owner of the company. Additionally if they are seeking to envoke empathy for the driver that stole goods (in excess of 60,000$), then they should have empathy on our behalf that we are the victims of the driver and false offerings of a settlement as they have offered full refunds to other clients, see attached. But they are purely trying to make a financial gain although we have worked with them as documented below and followed instructions of police to secure the ability of Texas Movers Group to have the opporotunity to complete their contractural obligation of moving for their other clients. Which we have continued to work with the police and with other clients to ensure they can access their goods and allow TMG to finish move.
Below is my response to TMG that was done outside of BBB, it also attached:
Response to Texas Movers Group dated 7/26, delivered 7/30 after additional prompting:
TMG’s response makes clear it is a company not built on hard work, honesty, or dedicated service, but financial and legal subterfuge. Indeed, TMG is happy to portray itself as a “co-victim” until siding with a contracted criminal under the pretense of empathy is more convenient.
TMG may continue to claim we did not cooperate with them about the recovery of our items, but the fact is they are ignoring that we were directed by them to file a report and contact police. As we were directed, the detectives instructed us to NOT communicate and allow them (police department) to take over communication of our recovery of goods. Additionally due to the search warrant being granted on the basis of our airtag (which required in-person verification and that search warrant states goods to be released to us in order to be approved) - our goods and 2 other clients were found. Based on this, it is clear that we have not sat idly through this ordeal but rather had instructions that detectives would be handling communication to Texas Movers Group regarding the status of found goods.
To reiterate once again, it is thanks to our efforts, time, and incurred costs required to verify our airtag and release goods for not only us but other clients (with pending appropriate judicial steps), we have secured Texas Movers Group the opportunity to fulfill their contractual obligation with other clients. Despite the fact we have recovered our goods, we are working with other client victims, Emma and Deborah, to receive a court order through appropriate jurisdiction so that TMG may be allowed to fulfill their obligation. In no way, form, or fashion have we worked against TMG but rather provided information to police based on Texas Movers Group recommendation to contact them and continue now to help clients and, indirectly, TMG, by our continued efforts.
We are aware TMG has offered full refunds notwithstanding its allegations of partially completing contracted services. This fact illustrates that TMG is not a company that functions to fulfill a service and do right by the client, but rather do what will financially reap them the most gain. As TMG poignantly stated in their last reply, I would state in this matter it is TMG that is acting “.. not only deceptive, but unfair.”
Make no mistake, we have reported TMG’s dishonesty and will continue to do so until our costs are fully recovered or an appropriate resolution has been reached. In the meantime, you are welcome to revise your settlement offer to expedite the process.Customer response
07/31/2024
Texas Movers Group has purposely left out part of their previous reply where they are siding with the thief of the goods that they also stated were an "attempted theft."
This was in fact a theft, as theft was filed by police and charges were pressed for theft and a warrant for an arrest has been issued. Although the good were recovered by us, this does not mean this was an "attempted theft" this was in fact theft by all standards.
Excerpt from their reply that I have attached:
"Contractor: The initial estimate sent to you before the move with plenty of time for you to
review and ask questions before signing in agreement or paying a deposit clearly states that
we will use an agent to deliver the shipment to you in Oregon. No questions were asked,
and you voluntarily signed in agreement to these terms. As stated above, the agents that we
work with have all been wonderful.
o No one could have predicted that this particular driver would act in such a manner,
even their employer could have known. This agent (not the driver) has assisted with
multiple moves over the years and resulted in many, many satisfied customers. It is
highly unlikely that even the driver himself anticipated committing such an atrocity
when he woke up that morning. While the driver's actions are undoubtedly wrong, it
evokes empathy to consider what might have transpired in his life that day to lead
him to such behavior. In this industry, movers understand the severe repercussions
of accidents, let alone intentional crimes. Although the charges against him are
serious and justified, we hope, as fellow human beings, that he receives whatever
help he may need to prevent a recurrence of such a reckless decision. The impact
on everyone involved has been significant."Customer response
08/02/2024
Hi,
I accidentally uploaded the wrong document to BBB that includes information regarding the case that I am unsure police want to make aware to the company. Is there a way to remove the item off the BBB and I can upload a redacted portion?
The file is "TMG BB Timeline"
Thanks,
Will SchmidtBusiness response
08/02/2024
We will respond to the newest subjects that are not already addressed.
Siding With Driver: We want to make it clear that at no point did we side with the driver
responsible for this situation. We respectfully ask you to review our previous response once
more. Our communication was intended to demonstrate that, despite the wrongdoing, we
maintain our human capacity for empathy and concern for all involved.
Legal Investigation: Texas Movers Group had advised the customer to file a police report and had
anticipated continued communication throughout this process. However, we faced significant
challenges due to a lack of updates and abrupt communication halts from their end.
If the customer had been instructed by the detectives to cease communication with us, it is essential that they ensured they were providing us with timely updates about the status of their case. We dedicated substantial time and resources to this matter, only to encounter unreturned calls and insufficient information, which hindered our ability to provide them with necessary updates. At the very least they could have told us of the instructions from the detectives.
Emma a Deborah: Please be advised that Texas Movers Group cannot discuss or disclose any
information related to other customers' shipments.
Refund: We are standing behind our offer to the customer. We have sent them a settlement agreement for their convenience.Customer response
08/02/2024
I am rejecting this response because:
TMG claims that: "If the customer had been instructed by the detectives to cease communication with us, it is essential that they ensured they were providing us with timely updates about the status of their case. We dedicated substantial time and resources to this matter, only to encounter unreturned calls and insufficient information, which hindered our ability to provide them with necessary updates. At the very least they could have told us of the instructions from the detectives."
The above statement by Texas Movers Group is contradictory. We were told no communication - by simple reasoning if a police authority states no contact/communication, then that necessitates no contact/communication. There was not an "at the very least" option. We hope you are able to understand the severity of the case from our perspective and that by following your instructions to rightfully file a police report necessitated this. To note again, the days of June 25, 26, 27, there was no phone communication from Texas Movers Group to us, which we have phone records of. They may claim there was an abrupt stop in communication but ours was based on police requirements, as TMG had no reason for their abrupt stop in communication to us. This showcases how TMG prioritizes communication - which is NO communication - to their customers - even in dire situations.
We continued to update you until the moment that investigators instructed us to halt sharing specific information. Additionally, there are 0 missed calls or messages from Texas Movers Group between the timing of our last conversation from 6/24, to police seizing the goods and a return call from Texas Movers Group (Michelle), 6/28/24. Infact, the only party that failed to communicate was TMG, as Michelle failed to answer or return our last 3 calls at 6:06 PM, 6:11 PM, 6:31 PM (ET) on 6/24 after she stated that she would be solely dedicated to this matter and would be in the office and available at any time to take a call.
We also sent a follow up email requesting a call back on June 26 but only had an email response on June 27 from Michelle that they were busy waiting after filing police reports. This natural waiting time for cases to be assigned and our short cease of communication instructed by police authorities did not increase their efforts or resources to attempt to solve this case. This natural waiting time agreeably is frustrating as we experienced this as well, but this frustration should not be displaced on the client. Ultimately it is the moving company’s responsibility to function on behalf of fulfilling their contractual obligations - which I reiterate again, Texas Movers Group failed to do. TMG can complain about this situation but the reality is that it is their responsibility as a business to handle any situations that may arise, even if it does cost time/money/resources. TMG did understand this, despite their responses on this platform, as stated by Michelle in a documented phone conversation on June 24, “ we will pay more to move the goods if we have to”. Instead of backpedaling and displacing frustration, Texas Movers Group should take responsibility if they claim the following on their website: “We guarantee that your items will arrive safely. That’s our promise to you, our valued client.”
As detailed by the incident history that will be attached, there were significant challenges since the beginning of our experience with TMG due to lack of updates and communication. Days went by with limited information and repeating the same information of where the truck was in Montana. Additionally, after speaking with other clients, TMG told each of us the moving truck was in a different state. This fact highlights that TMG, rather than investigate the situation of why they had no contact from the third party mover or no delivery, lied that they were completing a delivery in Montana (did not check in with the client on June 20th), and told other clients that the truck was in different locations. Rather than address possible concerns, they continued to wait idly by for someone else to take action, which fortunately for them was their client, us. We were able to secure goods that are worth a minimum of $50,000 (by police report and insurance claim), which they are ultimately responsible/liable for handling and the driver is now charged with theft of. Furthermore, nearly 50% of our items were damaged and/or had water damage and mold/mildew growth.
The willingness of you to offer a full refund in order to release your liability for the other clients (as their goods are held in police custody), makes it apparent that you are making full effort to make money rather than honor word and function as a good business.
As I have stated before, I have only communicated with TMG appropriately, made my concerns clear for updates (see prior response where updates are not required per TMG). If Texas Movers Group prioritized their clients' concerns of the whereabouts of their goods and properly addressed them, TMG would have been able to reason that the goods/truck was missing earlier than noted.
Instead, based on statements of other clients, Texas Movers Group had decided to conjure up speculations of status of trucks and false statements of where the truck was. Even if it was last communicated to them through All Seasons dispatching, Texas Movers Group provided false information - the fact that other clients were told opposing information regarding truck status and location (told different states but for same move, as all clients good were on same truck and same theft location) showcases that Texas Movers Group is not focused on working on behalf of their clients.
As we have now secured our goods and have been able to securely get other clients' goods in police possession until their individual matters can be resolved, we are requesting a full refund.
If we are considering the human nature of experiences to evoke empathy then let us consider this:
--- imagine the distraught we felt having nothing. Imagine that you have no idea where your family heirlooms, pictures, or a change of clothes are. What if you were to be in your empty home and your family did not know where everything you had worked hard to buy was and the company you hired that advertises a safe delivery hardly communicated where your belongings were and called to say your items are missing?
--- We spent additional costs (estimated $3900.00) to recover our goods valued at over $50,000. The $3900 does not include the fact that over 50% of our items were damaged by mold growth and many items had to be thrown away. The valuation of goods is one of many reasons why we listened to the police regarding no contact, which Texas Movers Group continues to misconstrue and ignore their failure to communicate throughout the whole ordeal.
As victims of this situation we are empathetic with other clients and are still working with detectives/police to release their goods appropriately, even if we have ours. We have truly suffered as a result of a third party but also at the hands of poor business practices by Texas Movers Group. The fact remains if TMG had only inquired on behalf of client concerns, truthfully communicated between all parties involved, and checked into client goods status, realization of theft of items could have been realized earlier.
We are highly disappointed in these responses. It’s heartbreaking that there is no understanding for our side. If WE had not had the AirTag or incurred additional costs, none of these items would have been recovered for all 3 of your clients and your business would have been held liable. We are doing the opposite of being deceptive and secretive that you claim. We worked diligently with the cops just like we were instructed to do on that Monday. The police instructed us to cut contact regarding specific information despite your continued misunderstanding.Therefore, once again, we reiterate that we request and deserve a full refund. We will continue to work on behalf of other clients of TMG despite no compensation but out of good will. If a full refund status is offered, we will agree to release any and all claims for our items lost to mold and water damages, and for the extra compensation for flights and moving the items across country ourselves.
Customer response
08/14/2024
Due to not recieving contact from TMG and recieving new information regarding our case from the theft we have responded to TMG with the following response as were unable to respond via BBB as they have not responded us from our reply on 8/2, and that todays date 8/14:
Good afternoon,
In order to continue to be transparent with communication - which Texas Movers Group has accused of not doing- we have the following update. We are making a good faith effort that will hopefully contribute to TMG revising their settlement and continue to respond in an appropriate amount of time to our BBB response from 8/2/2024.
We were contacted by someone named Ivan with the location of our goods in Dallas - as if he were unaware that the items were secured by authorities. He stated he was a "good samaritan" so that we could reclaim our goods and that the measurements of our goods were doubled, meaning TMG charged us twice as much as they should have. This coincides with the fact that our original estimate was doubled on the day of pickup. He also stated that "TMG owes money to many companies". Additionally he gave us information pertaining to another client that is located in Florida now along with how to obtain their goods. He also mentioned that he reached out on behalf of "Shamsidden" - otherwise known as our driver, "Sam." I also found that Ivan, or the number associated with his communication, is linked to a craigslist account advertising for movers/laborers to load/unload trucks - that highlights the third party utilized is not properly vetted nor is equipped to handle their responsibilities that TMG hired them for.
I have contacted my detective and Florida detectives but have not heard back anything. Additionally I contacted the FMSCA - DOT that stated there were no complaints on behalf of TMG towards this third party company as of when I contacted them - despite previous emailings from TMG that they had filed with the department of transportation. They recommended speaking with our detectives and determining whether or not this case would involve the FBI as it could be an organized crime.
We will continue providing information that we find, but we still demand a full refund for the costs incurred and the failure to render services contracted for. Like previously mentioned, if we receive a full refund we will not pursue additional costs incurred. I want to make you aware that we have begun to reach out to news sources to share this story in DFW, with other clients willing to participate in providing statements. If we receive our full refund, then we will cancel both interviews that are currently set up.
Thanks,
Will Schmidt
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Customer Complaints Summary
42 total complaints in the last 3 years.
16 complaints closed in the last 12 months.
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