Complaints

• Initial Complaint

  07/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I hired this company for my move months in advance and I provided an exhaustive inventory list and accepted the estimate. The day before the move the sales manager called to make adjustments and prepaid the difference to avoid any suprise. The final estimate total amount was $5,832.91 for volume of ******* CF.Yet, the day of the move on 5/16/24 the carrier manager storms in my house,and spends half an hour going around the house without even saying a word. In the middle of the move comes up with an ultimatum: if I want to proceed with the move, I will have to pay for a whole dedicated truck because the sofa has an irregular shape and they cannot optimize the space. So the final charge will be for the whole truck volume, i.e., ***** CF.He also adds some charges that were not part of the estimate (bulky articles, packing) even if I had provided all the details in advance. However, he ensures that because I am using a dedicated truck, it will go straight to the destination on Monday 5/20. That also turned out to be false as my move was put in a shared semi truck and delivered on Tuesday 5/21. The total charge for the move was $10,627.5 else they cancelled the service.After the delivery, I tried to contact Texas Movers to place a claim for damage and overcharge and they directed me to ***********, which only came back to me on 6/24 to tell me they cannot mediate for overcharges and that I had to get back to Texas Movers, which I did on the same day,I left voice mails and followed via email ever since and only today (7/9) I got a call back from them (********) just to shout at me and tell me that they will not accept any overcharge claim.I wish I had read the claims before hiring this predatory company. I see the same modus operandi in all : OK estimate for the move to get the sale, then bulky, irregular items leading to 2x the price and rude manager on site with threat to cancel the day of the move, and then avoidance and insulting customer service after.

  

  Business response

  07/31/2024

  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.
  Our Original Estimate outlines the services included and those available at additional charges if
  necessary. The customer provided an inventory list estimated at approximately ****** Cu Ft. Upon
  arrival at the origin, it was noted that the customer had additional bulky items, increasing the total
  volume to 2300 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 nearly
  double 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.

  
  The customer elected to authorize the additional items and services, and the move was
  subsequently completed.

  
  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

  08/04/2024

  I am rejecting this response because:   

  you are not answering any of the particular claims, repeting an scripted answer with no substantial details,  and claiming untrue facts:

  "Upon arrival at the origin, it was noted that the customer had additional bulky items, increasing the total volume to 2300 Cu Ft."

  The list of items did not change from the previous day. You forced me to use the entire truck volume of 2300 Cu Ft with the only explanation that the sofa shape was irregular and taking additional space.

  The were no additional bulky items. ********** charged me for additional volume, bulky items and additonal packing materials with no rationale other than using the pressure to cancel the move if I did not pay in the middle of the process.

  I challenge you to provide support and name exacltly what bulky items were not in the inventory from the estimate, what items require additional packing materials and what was the actual volume that was transported. Even if you promise to use that same dedicated truck for the move, it was not case and I receive the good from a shared semi.  Until that, I will not accept these charges on top of what was estimated.

  Please, discontinue the hypocresy and stop regretting seeing customer complains. You do not care about what customer at all, and you support predatory sales technices to quote for a reasonable amount and then extort your way to charge 2x. According to my conversation with customer support, it is an acceptable practice as you literally said to me that "No one put a gun on my head". 

  I will not stop until the overcharges are returned and your shady way of operating is exposed and all potential clients are made aware. It is only fair.

  

  Business response

  08/15/2024

  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.

  Customer response

  08/15/2024

  I am rejecting this response because:   

  I also have this copy too, yet it does not prove anything or rebates any of my arguments. The information in this estimate turned out to be untrue and hence the related charges. I was misled and pressured to pay for the full truck load (***** cubic feet) under the threat of canceling the move. I was told that I had no other choice other than to be charged for the dedicated truck but at the same time it ill be driven directly to the destination. That turned out to be false also. The load was not driven directly to the destination. Instead, I receive my belonging days after in a shared semi truck.

  First, Texas Movers Group still has to provide evidence of the actual cubic feet that were moved. Clearly, it was not ***** cubic feet.  I am expecting to be reinbursed for the difference, including the packing and bulky articles charges that were not in the original estimate.

  Second, I still want to emphasize the unethical sales techinques and way of operating of this company along with insulting customer service. It is also obvious in their response that they do not deny nor apology for all the threats and terrible service that they deliver.

   

   

  

  Business response

  08/27/2024

  We regret the customer had to sustain such unacceptable behavior of our *******, staff, and/or any member ofour crew. Our company policy provides for disciplinary action when such a complaint is received by a customer. The matter has been addressed by management. We thank you for bringing the matter to our attention as it helps our quality control department avoid such future complaints.
  
  The New Written Estimate represents a signed agreement where the customer explicitly agrees to and approves all charges for services not included in the Original Estimate. The terms of this agreement were clear and acknowledged by the customer through their signature. It is important to note that the customer was provided with three options: to cancel the move, to adhere to the original estimate provided, or to accept the new written estimate and proceed. The customer chose to move forward under the terms of the New Written Estimate, and their move was completed as contracted.

  Customer response

  08/27/2024

  I am rejecting this response because:   

  Although, for the first time in this long back and forth you recognize the inappropriate behavior of your personnel, your are not addressing the main outstanding points in my claim:
  

  1) You mentioned the new estimate of the services. I had no choice other than to sign it, but I have repeated multiple times that it turned out that you did not use all the volume that I paid for and you did not use a dedicated truck to me as promised.

  2) You mentioned that I was provided with three options: to cancel the move, to adhere to the original estimate provided, or to accept the new written estimate and proceed. There were no 3 options: I was presented with an ultimatum: either I paid for the dedicated truck and the whole volume (used or not) or the move was cancelled and all the associated charges applied. There were no additional items other than the ones in the original estimate, I was obliged to pay for the dedicated truck supposedly because the sofa had irregular shape. So that 3rd option is was really not there, otherwise I would have chosen it.

  It is appreciated that you are acknowledging that my move service was not handled professionally by your staff. Yet you are not addressing my two points above, which essentially claim that I paid for a service that I did not receive : volume not used and a dedicated truck. For these, it is fair to demand a reimbursement.

   

  

  Business response

  08/28/2024

  We would like to clarify that no promises or charges were made regarding the provision of a dedicated truck. The customer was billed based on the actual cubic footage utilized, which, as noted, exceeded the initial estimate. Our original estimate clearly indicated that bulky items were not included and outlined all associated charges before any services were rendered.

  Customer response

  08/28/2024

  I am rejecting this response because:   

  The information provided is untrue:

  I was not charged for actuals but for ***** ct, which is the whole load of the truck. -> isn't ***** ct the total capacity of the truck that was sent to my home? 
  

  Yes, the move manager promised that the same truck will go directly to the destination, which happen to be false. Ask your move manager and he will confirm it. The delivery truck that arrived at the destination was a shared semi truck.

  I did not include any additional items in the move after the estimate. I was told that the "bulk" charge was due to the washer and dryer. which were part of the original estimate. Look at the attached document and verify with your move manager.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  DO NOT USE TEXAS MOVERS GROUP. This company quoted me $2033 for my move from Texas to **********. I actually had less items than those that were on the original estimate (sold furniture and had less boxes). When the guy came to pick up my stuff the dispatcher quoted me $3500 and tried s******* me over $1500. ****, the dispatcher, knew I was in a bind and he figured that he could s**** me. Well I didnt want to pay the extra and he cancelled the move and actually tried getting in a fight with me over it. This company screwed me and I ended up getting a Uhaul to move across the country. Never use this company, unless you wanna get screwed and stiffed. Dont make the same mistake as I did and trust this company This is the most dishonest company that I have ever dealt with!

  

  Business response

  07/12/2024

  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.

  
  Our Original Estimate lists what services are included and what services (if necessary) are provided
  for additional charges. The customer supplied us an inventory list which were estimated to take
  approximately ***** Cu Ft. (31 pieces). At origin, the customer requested to ship many additional
  pieces. which was about double the quoted estimate.

  
  When providing an estimate, the items list utilized is a standard list consisting of items that are basic
  in size and shape. This list is a guide to attempt to obtain a general volume that would be the
  minimum amount needed to transport the shipment. Should the movers arrive, and the items are
  larger, bulky, or odd shaped which will take up more room in the truck, then the customer is
  responsible for paying for all the space used. That is exactly what happened after the movers
  arrived and saw almost double the items from the Original Estimate and how they would have to
  be placed in the truck for shipping. The truck was packed until all items on the Original Estimate was
  loaded. At that point, the movers will cease from loading and will issue a New Estimate to include
  the additional items now required to be moved as well as any additional services requested.

  
  At this point they have the following 3 options: Cancel the move the customers can decide to
  cancel the move and no additional charges will be imposed other than to pay for the services
  already rendered. Keep the originally quoted Cu Ft from the Original Estimate customers can
  decide to only ship the original items listed (or the equivalent time quoted) and utilize the services
  originally ordered for no additional charge. Accept the New Estimate customers can accept the
  new estimate listing the additional items and services (or quoted time) now requested and complete
  the move. The customer chose to cancel the move as they did not agree to the new charges for the
  additional items they wanted to ship

  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.

  
  Per our cancellation policy, clearly outlined in the estimate provided before and after booking,
  customers are required to notify us at least 7 business days prior to the scheduled move date to
  qualify for a full or partial refund. Failure to provide timely notification, as stipulated in our
  agreement, may result in the forfeiture of the deposit and a $700 cancellation fee.

  
  However, despite the customer's failure to adhere to this policy, we have issued a full refund in an
  effort to resolve the matter amicably.

  
  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

  07/12/2024

  I am rejecting this response because it is completely false. I had LESS items than I had on the original estimate. This is beyond false. I took up less space than was on the original quote. Texas Movers group tried s******* me and knew that I had no other options. They also have fake reviews on their ****** to hide that they are such a terrible company. Take a look at the recent reviews for yourself. You guys are a bunch of scumbags trying to take advantage of people like myself. 

• Initial Complaint

  06/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I booked a move to ******* on 5/20/24. Items picked up 6/2/24. The amount of cubic feet charged was much higher than quoted. I have sent photo documentation to the company on 6/19/24 with a request for an ********************* did not respond.I was contacted on 6/16/24 & delivery was scheduled for 6/17/24. Delivery never arrived. I could not reach the contact who scheduled the delivery. A phone call to the company was not returned on 6/17/24. I emailed the company contact on 6/17/24. Response on 6/18/24 indicated delivery would be in 3 days. I emailed the company contact again on 6/19/24 regarding issues with the amount of cubic feet I was charged along with interaction with the driver on the day of loading. When I asked the driver how much money was due at that time (in cash to the driver that day when items were loaded), the driver, ****, asked. "Well, how much do you have?" This driver gave me his phone number with instructions that he would call me to schedule delivery. Since he called on 6/16/24 to schedule the delivery on 6/17/24 which never arrived, I am unable to reach him. My contract states delivery will be by 6/28/24. The company is not returning my calls or emails. I paid $1188 (cash transfer & debit) when I booked the move. I paid $2000 cash to **** the driver when my items were picked up. I am scheduled to pay an additional $1207 when items are delivered. At this point, I am unable to reach the company contact by phone or email. I would like my items delivered within the quoted time frame and I want the discrepancy in what I was charged addressed. If items are not delivered during time frame (or at all), I want a complete refund. For discrepancy, in the trailer, my items went to the silver line in the truck (red arrow in photos). The driver indicated this was 6 feet (from that line to the front of the trailer). This was represented as 600 cubic feet.

  Customer response

  06/25/2024

  Texas Movers Group contacted me by phone yesterday afternoon, 6/24/24 & informed me they were unable to reach the driver of the moving truck with my items for days. They contacted 2 other clients with items on the same truck and nothing was delivered. My contact at TMG said to file a police report because the items are considered stolen at this point. I am currently in the process of doing that since I am in ******* & the report needs to be filed in **********, Texas. 

  I would like to put this complaint on hold temporarily.  Ultimately, I want a full refund of the $3188 I paid plus the replacement value of the items if they are not recovered in excellent condition.  The likelihood of me receiving my delivery by the promised date of Friday, 6/28/24 is highly unlikely. Because of this I want a full refund of everything I paid.  I expect to have more information in the coming days from Texas Movers Group at which time I will update this complaint and let BBB know how to proceed.  

  Customer response

  07/01/2024

  There does not appear to be a way to contact you.  The items that I contracted Texas Movers Group to move were stolen by the driver of the third party carrier they used to move the items to *******. The items were recovered at a storage facility in *******, Texas.  I am working with the ******* and ************ regarding the theft.  Texas Movers Group will move the recovered items to me in ******* for the original quoted price of $2700 and refund the $488 difference to me in what I have already paid with no additional charges when delivered. (Original move quote $2700; paid deposit $1188 on 5/20/24 & $2000 in moving charges on 6/2/24)  Texas Movers Group agrees to let me assess any damage, loss or theft of my property after the items are delivered to me in ******* and file a claim based on any property loss or damage.  

  This claim is currently resolved. Thank you for your assistance. 

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

  Complaint #********

   

• Initial Complaint

  04/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I completed an inventory list with this company and they provided me a quote for the estimated move. The original quote was provided to me via email on 3/4/2024 and was given the price of $2903.73 for 48 items and ***** cf at 4.50 per cf and weight of ******lbs. I made my deposit that day of $1,284.54. The company followed up with me 3 days before they were suppose to arrive to pick up my items and informed me that they could not move me the day I requested and that they would be able to move the moving date a day earlier or a day later. This presented an inconvenience. On the day of the move they moved half my items in the truck when I was told I now owed ***** and that my items were 1300 cf. The guy that told me I owed this never looked at all my items in the truck after everything was in the truck. He just made an assumption. I had only 16 additional items that were not included in the quote that were all small items except for a storm door. all the large items and furniture were already included in the quote. I took a picture of the truck which was 1700 total available cf. my items did not even fill up 1/4 of the truck. This company has fraudulantly charged me for well over the cf that my items filled. Upon calling them they refused to resolve my issue. I was also missing several boxes and valuables including a very expensive bed frame. The company did not attempt to help or resolve the issue and deny that they fraudulently charged me 3 times what they quoted me. The moving company arrived to deliver my items at 9:54 am and I have txt message receipt of when they txt me when they arrived. I took pictures of the truck before any items were removed at 10:09am.

  

  Business response

  05/07/2024

  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.
  Our Original Estimate lists what services are included and what services (if necessary) are provided
  for additional charges. The customer supplied us an inventory list which were estimated to take
  approximately 604 Cu Ft. At origin, the customer requested to ship many additional pieces and the
  total Cu Ft increased to 1300 Cu Ft.

  
  When providing an estimate the items list utilized is a standard list consisting of items that are basic
  in size and shape. This list is a guide to attempt to obtain a general volume that would be the
  minimum amount needed to transport the shipment. Should the movers arrive and the items are
  larger, bulky, or odd shaped which will take up more room in the truck, then the customer is
  responsible for paying for all the space used. That is exactly what happened after the movers
  arrived and saw double the items from the Original Estimate and how they would have to be
  placed in the truck for shipping. The truck was packed until all items on the Original Estimate was
  loaded. At that point, the movers will cease from loading and will issue a New Estimate to include
  the additional items now required to be moved as well as any additional services requested.

  
  At this point they have the following 3 options: Cancel the move the customers can decide to
  cancel the move and no additional charges will be imposed other than to pay for the services
  already rendered. Keep the originally quoted Cu Ft from the Original Estimate customers can
  decide to only ship the original items listed (or the equivalent time quoted) and utilize the services
  originally ordered for no additional charge. Accept the New Estimate customers can accept the
  new estimate listing the additional items and services (or quoted time) now requested and complete
  the move. The customer chose to move forward with the new charges and proceed with the move.
  Per the information provided on the original estimate and in conjunction with the shipping
  documents, the customer required additional $375 in packing services which were not originally
  preordered and quoted. 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, this is also explained on the Original
  Estimate prior to any services.
  
  Per the Federal Regulations Code 49 CFR Part ***** - Filing of Claims: Claims shall not be
  voluntarily paid unless filed in writing and per filing requirements as provided in this paragraph and
  the Bill of Lading governing the move. ***** Filing of Claims: (a) Compliance with regulations: A
  claim for loss or damage to baggage or for loss, damage, injury, or delay to cargo, shall not be
  voluntarily paid by a carrier unless filed as provided in paragraph (b) of this section, with the
  receiving or delivering carrier, or carrier, or carrier issuing the bill of lading, receipt, ticket, or
  baggage check, or carrier on whose line the alleged loss, damage, injury, or delay occurred, within
  the specified time limits applicable thereto and as otherwise may be required by law, the terms of
  the bill of lading or other contract of carriage, and all tariff provisions applicable thereto. (b) Minimum
  filing requirements. A written or electronic communication (when agreed to by the carrier and the
  shipper or receiver involved) from a claimant, filed with a proper carrier within the time limits
  specified in the bill of lading or contract of carriage or transportation and: (b)(1) Containing facts
  sufficient to identify the baggage or shipment (or shipments) of property, (b)(2) Asserting liability for
  alleged loss, damage, injury, or delay and (b)(3) Making claim for the payment of a specified or
  determinable amount of money, shall be considered as sufficient compliance with the provisions for
  filing claims embraced in the bill of lading or other contract of carriage; provided, however, that
  where claims are electronically handled, procedures are established to ensure reasonable carrier
  access to supporting documents.

  
  In response to concerns raised by the customer's sister regarding missing items, we have directed
  the customer to our claims company CSI for the submission of a claim, which they have
  acknowledged. However, to date, the customer has not personally contacted us to report any further
  issues nor submitted a claim. Moving forward, we remain committed to addressing any concerns
  promptly and transparently, and encourage the customer to reach out directly should they require
  further assistance.

  
  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

  05/07/2024

  I am rejecting this response because:   
  The estimate was for 48 items. I had an additional 16 items. Some additional boxes and the only large items that were not included in the original estimate were a storm door and clothing box. The company is claiming I had double the amount of items which is completely false. If the total items was double that means I would have had almost 100 items. They also charged me triple the quote price. I have tried to resolve the issue with the company and they have not provided a resolution or an attempt to help resolve the matter. The truck that dropped off my items has a total cubic sq foot of 1700 and my items only filled 1/4 of the truck. The company is claiming my items fill 1300 sq ft. This is also fraudulently priced and charged. I attached picture of the delivery truck and my items inside on my original complaint.

  

  Business response

  05/10/2024

  We wish to reiterate the customer's responsibility regarding the handling of larger, bulky, or
  irregularly shaped items, which may necessitate additional space in the moving truck. In such
  instances, the customer is obligated to cover the associated costs for the space utilized.
  Furthermore, we have consistently advised the customer to initiate the claims process as mandated
  by federal regulations, which facilitates resolution for any issues including loss, damage, delay, or
  overcharge.

  
  In accordance with federal regulations, any requests for additional items or services not initially
  included in the original estimate may result in supplementary charges. It is imperative that in such
  cases, a New written estimate be provided by the movers, effectively superseding any prior
  estimates. The customer was duly presented with a New written estimate encompassing all
  requested additional services prior to the commencement of the loading process, and their signature
  serves as confirmation of their understanding and acceptance of the associated charges.

• Initial Complaint

  02/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of Estimate:2/8/24 Estimate Amount:$1950 Desposit paid:$978 Date Paid:2/24/24 I was provided an estimate and was informed there were no hidden fees. Upon arrival of the moving company, the movers informed me the cost would be closer to $5000. If I canceled, I would be charged $700. I was informed I could get a discount by writing a review and was sent the link via text message. The link was directed to the BBB and I wrote the review to get a $400 discount. The actual cost was approximately $2800 more than the estimate. I was told my items would be delivered on 3/4/24 and was told by the movers to expect this to be delivered closer to 3/15/24. I wrote a review on the companys website and was immediately called informing me they would be charging me $400 at the time of delivering my items.

  

  Business response

  03/11/2024

  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.

  
  Our Original Estimate lists what services are included and what services (if necessary) are provided
  for additional charges. The customer supplied us an inventory list which were estimated to take
  approximately 300 Cu Ft with 29 items being shipped. At origin, the customer requested to ship
  many additional pieces and the total Cu Ft increased to 650 Cu Ft. as the customer requested to
  ship 43 total items and needed additional packing and shuttle services.

  
  When providing an estimate the items list utilized is a standard list consisting of items that are basic
  in size and shape. This list is a guide to attempt to obtain a general volume that would be the
  minimum amount needed to transport the shipment. Should the movers arrive and the items are
  larger, bulky, or odd shaped which will take up more room in the truck, then the customer is
  responsible for paying for all the space used. That is exactly what happened after the movers
  arrived and saw almost double the items from the Original Estimate and and how they would have to
  be placed in the truck for shipping. The truck was packed until all items on the Original Estimate was
  loaded. At that point, the movers will cease from loading and will issue a New Estimate to include
  the additional items now required to be moved.

  
  At this point they have the following 3 options: Cancel the move the customers can decide to
  cancel the move and no additional charges will be imposed other than to pay for the services
  already rendered. Keep the originally quoted Cu Ft from the Original Estimate customers can
  decide to only ship the original items listed (or the equivalent time quoted) and utilize the services
  originally ordered for no additional charge. Accept the New Estimate customers can accept the
  new estimate listing the additional items and services (or quoted time) now requested and complete
  the move.

  The customer chose to move forward with the new charges and proceed with the move.
  The customer was also given a discount for posting a review. We did request the customer share his
  experience truthfully and offered him a discount of $400. Once the review was posted he was sent a
  release form and signed in agreement. Please review attached settlement letter.
  
  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. If 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.

  
  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

  02/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was provided a quote before they came to pick up my belongings. The day they came to pick up my things (January 5), they told me that was not accurate and would be writing a contract on the spot. They said if I provided a review, I would receive a discount. They then sent me a link to leave a BBB review. Directly afterwards, I was provided the final contract and my price was DOUBLE what I was quoted. I had already provided both addresses beforehand and provided all details regarding my new address. I let them know I would be in contact with them daily to receive updates. once the driver got on the road, I received no response for a week until I called dispatch the day before they were supposed to arrive, for them to tell me they were delayed due to a flat tire and weather. When I called (January 15) to ask for an update as my dad and I had to make accommodations, I was faced with dispatch yelling at me on the phone saying there was a stop before me (which I was never made aware of) and that they do not work around my schedule but I work around theirs. once I let her know I was unaware of the stop before me and was understanding of the delays and simply wanted an estimated arrival so we could make accommodations, they apologized and said they understood it is a stressful situation and would provide an update by the end of the day. They did not. After over a week of asking for the driver's number and being denied this, I was finally provided the number (January 16). When the driver did provide an estimated arrival (January 17), when the time actually passed (January 18) he said he was delayed due to another flat tire and then sent me the EXACT same picture I was provided days before (January 14). Though I did receive all of my belongings, some were damaged and it took a month to be refunded the $500 expedited fee. I did contact the company about these concerns asking for a refund to my original quote and they denied my request.

  

  Business response

  03/25/2024

  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.

  
  Our Original Estimate lists what services are included and what services (if necessary) are provided
  for additional charges. The customer supplied us an inventory list which were estimated to take
  approximately 491 Cu Ft of shipment. At origin, the customer requested to ship many additional
  pieces and the total Cu Ft increased to over 1000 Cu Ft. as the customer requested to ship many
  additional items and needed additional packing, elevator and shuttle services.

  
  When providing an estimate the items list utilized is a standard list consisting of items that are basic
  in size and shape. This list is a guide to attempt to obtain a general volume that would be the
  minimum amount needed to transport the shipment. Should the movers arrive and the items are
  larger, bulky, or odd shaped which will take up more room in the truck, then the customer is
  responsible for paying for all the space used. That is exactly what happened after the movers
  arrived and saw more than double the items from the Original Estimate and and how they would
  have to be placed in the truck for shipping. The truck was packed until all items on the Original
  Estimate was loaded. At that point, the movers will cease from loading and will issue a New
  Estimate to include the additional items now required to be moved.

  
  At this point they have the following 3 options: Cancel the move the customers can decide to
  cancel the move and no additional charges will be imposed other than to pay for the services
  already rendered. Keep the originally quoted Cu Ft from the Original Estimate customers can
  decide to only ship the original items listed (or the equivalent time quoted) and utilize the services
  originally ordered for no additional charge. Accept the New Estimate customers can accept the
  new estimate listing the additional items and services (or quoted time) now requested and complete
  the move. The customer chose to move forward with the new charges and proceed with the move
  and was delivered as contracted.

  
  The customer was also given a discount for posting a review. We request our customers share their
  experience truthfully.
  
  Per the Federal Regulations Code 49 CFR Part ***** - Filing of Claims: Claims shall not be
  voluntarily paid unless filed in writing and per filing requirements as provided in this paragraph and
  the Bill of Lading governing the move. ***** Filing of Claims: (a) Compliance with regulations: A
  claim for loss or damage to baggage or for loss, damage, injury, or delay to cargo, shall not be
  voluntarily paid by a carrier unless filed as provided in paragraph (b) of this section, with the
  receiving or delivering carrier, or carrier, or carrier issuing the bill of lading, receipt, ticket, or
  baggage check, or carrier on whose line the alleged loss, damage, injury, or delay occurred, within
  the specified time limits applicable thereto and as otherwise may be required by law, the terms of
  the bill of lading or other contract of carriage, and all tariff provisions applicable thereto. (b) Minimum
  filing requirements. A written or electronic communication (when agreed to by the carrier and the
  shipper or receiver involved) from a claimant, filed with a proper carrier within the time limits
  specified in the bill of lading or contract of carriage or transportation and: (b)(1) Containing facts
  sufficient to identify the baggage or shipment (or shipments) of property, (b)(2) Asserting liability for
  alleged loss, damage, injury, or delay and (b)(3) Making claim for the payment of a specified or
  determinable amount of money, shall be considered as sufficient compliance with the provisions for
  filing claims embraced in the bill of lading or other contract of carriage; provided, however, that
  where claims are electronically handled, procedures are established to ensure reasonable carrier
  access to supporting documents.

  
  The customer was referred to our claims service provider CSI to file a proper claim as required by
  the law. The customer submitted a claim on 03/01/24 and it will 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 ******************

  
  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

  03/25/2024

  I am rejecting this response because:   I did add an additional 2 items to my original quote which I notified them of and was provided an updated quote which was what I attached in my claim. I did not have over double the inventory of what was quoted. When I provided my inventory I discussed size, amount, and details of all items being moved which is what they quoted originally. I also did provide all details to them of where mh new apartment was and they were never concerned about what additional costs would be incurred. I was told the original quote would be the final price. The solution I am willing to accept is simply a refund to my original quote

• Initial Complaint

  12/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We were moving from Texas to *******. On October 20th, Texas Movers Group (TMG) came to pick up our furniture from ******, **. They showed up, in what looked like a rented truck, the loading "manager" was pushy, rude, and insulting. The loaders looked as if they hired them off the street, they didn't work for the company directly. They said we were allotted **** cubic feet, which was fine, however what was not fine is that they REFUSED to pack our furniture into the truck first, they would only take boxes. We argued with them constantly and told them to stop packing boxes on the truck, to pack the furniture first because we could stack boxes on that. So, after all the boxes were loaded, which were stacked horribly, 95 percent of our furniture "wouldn't fit". We thought the entire move was going to be *******, well we were wrong, we were charged ******** for their insane ****** "materials" charge and charging us extra money for "****" cubic feet instead of **** cubic feet. When our items were finally delivered that next week, somehow my signature was already on the delivery sheet, prior to delivery, and our space we used for our items, inside the MASSIVE semi only equaled out to be 900 CUBIC FEET. They stacked heavy boxes on light boxes, broke our antique curio cabinet, shoved antique pictures behind heavy boxes without wrapping on them, among other things that were smashed or destroyed. We want at least half of our money back, ******** argued with us and refused to acknowledge what we were telling her. She said, us not being able to take our furniture was our problem not theirs, no ma'am, not when your loaders wouldn't freaking pack our furniture! We were in a position to where we didn't have time to find someone else, I work for the government, so we had to move ASAP. We want at least half of our money back for this absolute scam. And yes, we do have pictures and proof of all of this. I also never received the insurance claim form that I asked for SEVERAL times.

  

  Business response

  12/20/2023

  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.

  
  Our Original Estimate lists what services are included and what services (if necessary) are provided
  for additional charges. The customer supplied us an inventory list that included 114 pieces which
  were estimated to take approximately **** Cu Ft. At origin, the customer had many bulky items and
  requested to ship many additional pieces and the total Cu Ft increased. The customer called at the
  pick up of the move and it was clearly explained to the customer about bulky items and how
  adding additional pieces would add more Cu Ft. and additional charges would be incurred and the
  customer acknowledged and stated she understood. We were unable to attach the call but itis available upon your request.

  
  When providing an estimate the items list utilized is a standard list consisting of items that are basic
  in size and shape. This list is a guide to attempt to obtain a general volume that would be the
  minimum amount needed to transport the shipment. Should the movers arrive and the items are
  larger, bulky, or odd shaped which will take up more room in the truck, then the customer is
  responsible for paying for all the space used. That is exactly what happened after the movers
  arrived and saw almost double the items from the Original Estimate and and how they would have to
  be placed in the truck for shipping. The truck was packed until all items on the Original Estimate was
  loaded. At that point, the movers will cease from loading and will issue a New Estimate to include
  the additional items now required to be moved.

  
  At this point they have the following 3 options: Cancel the move the customers can decide to
  cancel the move and no additional charges will be imposed other than to pay for the services
  already rendered. Keep the originally quoted Cu Ft from the Original Estimate customers can
  decide to only ship the original items listed (or the equivalent time quoted) and utilize the services
  originally ordered for no additional charge. Accept the New Estimate customers can accept the
  New Estimate listing the additional items and services (or quoted time) now requested and complete
  the move. The customer chose to move forward with the new charges and proceed with the move.
  
  She never expressed any dissatisfaction and when we tried to communicate with her and forward
  her our claims information for any damaged items she remained unresponsive.

  
  Per the Federal Regulations Code 49 CFR Part ***** - Filing of Claims: Claims shall not be
  voluntarily paid unless filed in writing and per filing requirements as provided in this paragraph and
  the Bill of Lading governing the move. ***** Filing of Claims: (a) Compliance with regulations: A
  claim for loss or damage to baggage or for loss, damage, injury, or delay to cargo, shall not be
  voluntarily paid by a carrier unless filed as provided in paragraph (b) of this section, with the
  receiving or delivering carrier, or carrier, or carrier issuing the bill of lading, receipt, ticket, or
  baggage check, or carrier on whose line the alleged loss, damage, injury, or delay occurred, within
  the specified time limits applicable thereto and as otherwise may be required by law, the terms of
  the bill of lading or other contract of carriage, and all tariff provisions applicable thereto. (b) Minimum
  filing requirements. A written or electronic communication (when agreed to by the carrier and the
  shipper or receiver involved) from a claimant, filed with a proper carrier within the time limits
  specified in the bill of lading or contract of carriage or transportation and: (b)(1) Containing facts
  sufficient to identify the baggage or shipment (or shipments) of property, (b)(2) Asserting liability for
  alleged loss, damage, injury, or delay and (b)(3) Making claim for the payment of a specified or
  determinable amount of money, shall be considered as sufficient compliance with the provisions for
  filing claims embraced in the bill of lading or other contract of carriage; provided, however, that
  where claims are electronically handled, procedures are established to ensure reasonable carrier
  access to supporting documents.

  
  The customer was referred to our claims service provider CSI to file a proper claim as required by
  the law. The customer was sent login information on 12/20/23 to file a claim online. Once the claim
  is received it will 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 ******************

  
  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

  11/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired this company to do a move from ** to CT. I had nothing but problems with this company once they had my money. I paid for expedited delivery just for it not to happen. None of the timing they agreed to was correct. Both drivers told me Id receive a refund due to poor service; ******** the manager pretends to not be herself when you call ( she has a distinguishing voice and accent). She screams on the phone at clients ( I have recordings) and is the worst Ive ever dealt with. ****** takes your money and then pretends not to know who you are. I had to have a security back up at pick up and drop off bc their driver was physically aggressive to the point I called for help to my local law enforcement.

  

  Business response

  11/22/2023

  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.
  This customer shipment was delivered 1 day late. Although we work very hard to meet our
  customers requested pick-up and delivery dates, sometimes it is not always an option for a variety
  of reasons which makes the logistics of the moving industry complicated and unpredictable.
  In the intricate logistics of the moving industry, despite our diligent efforts to adhere to requested
  pick-up and delivery dates, unforeseen circumstances can occasionally lead to delays. We
  acknowledge the significance of timely deliveries and regret the frustration caused by this one-day
  delay.

  
  Regarding compensation for the delay, we regret that we did not receive communication from the
  customer or our claims department regarding this matter. To address this and offer recompense for
  the inconvenience caused by the one-day delay, we kindly urge the customer to contact our claims
  department at CSI to initiate the compensation process.

  
  Concerning the incident during the move, the customer's comfort and security are of paramount
  importance to us. We were disheartened to learn of any discomfort she experienced during our
  service. We take all customer feedback seriously and have internally addressed this matter to
  prevent any such occurrences in the future. We apologize for any unease caused.
  Please also take note, this customer locked herself in the bathroom with her dog for a long time
  during the move. She did mention she had a bad experience and called a friend to her home
  because she stated she did not feel comfortable being alone with our crew, however no law
  enforcement was called and we eventually got the move completed.

  
  Per the Federal Regulations Code 49 CFR Part ***** - Filing of Claims: Claims shall not be
  voluntarily paid unless filed in writing and per filing requirements as provided in this paragraph and
  the Bill of Lading governing the move. ***** Filing of Claims: (a) Compliance with regulations: A
  claim for loss or damage to baggage or for loss, damage, injury, or delay to cargo, shall not be
  voluntarily paid by a carrier unless filed as provided in paragraph (b) of this section, with the
  receiving or delivering carrier, or carrier, or carrier issuing the bill of lading, receipt, ticket, or
  baggage check, or carrier on whose line the alleged loss, damage, injury, or delay occurred, within
  the specified time limits applicable thereto and as otherwise may be required by law, the terms of
  the bill of lading or other contract of carriage, and all tariff provisions applicable thereto. (b) Minimum
  filing requirements. A written or electronic communication (when agreed to by the carrier and the
  shipper or receiver involved) from a claimant, filed with a proper carrier within the time limits
  specified in the bill of lading or contract of carriage or transportation and: (b)(1) Containing facts
  sufficient to identify the baggage or shipment (or shipments) of property, (b)(2) Asserting liability for
  alleged loss, damage, injury, or delay and (b)(3) Making claim for the payment of a specified or
  determinable amount of money, shall be considered as sufficient compliance with the provisions for
  filing claims embraced in the bill of lading or other contract of carriage; provided, however, that
  where claims are electronically handled, procedures are established to ensure reasonable carrier
  access to supporting documents.

  
  Please feel free to contact CSI directly for any questions or concerns about your claim at
  ************ Mon-Fri 9AM-5PM EST or via email to ******************

  
  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

  10/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was scheduled a move from Texas to ********** with an estimate of $2261.25 for a 415 CF on 10/26/2023. The quote was finished by ****** on 10/20/2023 and I made a deposit of $1065. The manager "****" came on the pick-up date and did increased the total price by seeing the list of items which I already mentioned in the estimate and added additional charges like fuel surcharge of $225 and Admin fee $600 which are already included in the estimate and added the shuttle fee of $600 which they never mentioned on the estimate. we tried to clarify this with ****, he refused to listen and was unyielding in his stance. He even threatened to leave without providing the service unless we accepted these additional charges.The manager "****" behavior was nothing short of outrageous, marked by aggression, rudeness, and a complete lack of professionalism. It was immediately clear that this was not the service we were promised. ****'s approach was unbearable, as he raised his voice and insulted us during the discussion, making it impossible to reason with him.Due to the unwanted charges and the uncooperative behavior of ****, we had no choice but to cancel the service. **** even issued a warning that we would not receive a refund. This is far from the service we expected from Texas Movers Group.

  

  Business response

  10/31/2023

  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.

  
  Our Original Estimate lists what services are included and what services (if necessary) are provided
  for additional charges. The customer supplied us an inventory list consisting of just 19 pieces which
  were estimated to take 415 Cu Ft. At origin, the customer requested to ship many additional pieces
  and the total Cu Ft increased exponentially. The customer was well aware of the charges for
  requested services and tried to negotiate the charges and terms which we were unable to due as he
  needed packing services and had additional items. The customer refused the additional charges
  (which are explained on the Original Estimate) and canceled the move, our movers left. Upon driving
  away the customer chased the driver and changed his mind and decided he did want to move
  forward with his move but then tried to negotiate prices again as he was refusing shuttle charges
  which are again provided on the Original Estimate prior to any services. Please review the Original
  Estimate. This happened on multiple occasions.

  At this point they have the following 3 options: Cancel the move the customers can decide to
  cancel the move and no additional charges will be imposed other than to pay for the services
  already rendered. Keep the originally quoted Cu Ft from the Original Estimate customers can
  decide to only ship the original items listed (or the equivalent time quoted) and utilize the services
  originally ordered for no additional charge. Accept the New Estimate customers can accept the
  new estimate listing the additional items and services (or quoted time) now requested and complete
  the move. The customer chose to cancel the move after our movers already began packing and
  wrapping his items.

  
  Cancellation - Pre-Move Services
  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.

  Per the cancellation policy, as it appears on our estimate before and after booking the move, to
  which the customer has agreed and signed; the customer must notify us 3 business days ahead of
  the move date for a full/partial refund. If the customer fails to notify us according to the cancellation
  policy, our agreement clearly states that they may forfeit the deposit. Since the customer has failed
  to notify us of any changes to their schedule or that they wish to cancel the services, we must
  maintain our position in this matter.

  
  Please close this complaint as the customer received multiple ******************** from our company. Further, they could have provided us with the courtesy of some form of correspondence about their intent to cancel. However, they did not do this and made us come back and forth multiple times to ultimately end up canceling. They are in strict violation of the cancellation policy that they signed in agreement to which their signature attests. Thank you for your assistance with these matters.

  Customer response

  11/05/2023

  I am rejecting this response because:   This is very untrue. First and foremost, when we initially scheduled the move, we clearly requested the transportation of 19 items. However, during the pickup process, we only had 18 items loaded for the move. The item "BookShelf" was not included during the pickup, making the total items just 18. We were perplexed to discover that your company considered additional items, which increased the cubic footage and resulted in extra charges. To our surprise, your manager, ****, did not mention anything about these additional items during the pickup process and he added extra charges for Fuel surcharge of $225 which are already included in original estimate for Fuel.
  
  Furthermore, we never requested or negotiated for packing services or any additional items beyond the initial 19 items. Yet, we were charged an additional $600 for an administrative fee, which, according to our original estimate, was already included. We raised this concern with ****, but his response was dismissive and unprofessional. He not only refused to acknowledge our legitimate concerns but also adopted a confrontational and rude behavior. It is disappointing that a company we entrusted with our move would engage in such unprofessional behavior.
  
  During our interactions with ****, he made an unsettling statement, asserting, "I'm the boss, and I will never listen to anyone. If you want our service, you have to pay the additional charges, or else you won't receive a total refund." This approach, bordering on intimidation, was wholly inappropriate and unbecoming of a reputable moving company.
  
  Due to the unsatisfactory service and the lack of resolution of our concerns, we ultimately decided not to proceed with your services. In an attempt to cancel our move, we reached out to your company on multiple occasions, but received no response. Despite our persistent efforts, no one from Texas Movers Group returned our calls or provided any assistance.

  

  Business response

  11/16/2023

  When providing an estimate the items list utilized is a standard list consisting of items that are basic
  in size and shape. This list is a guide to attempt to obtain a general volume that would be the
  minimum amount needed to transport the shipment. Should the movers arrive and the items are
  larger, bulky, or odd shaped which will take up more room in the truck, then the customer is
  responsible for paying for all the space used. That is exactly what happened after the movers
  arrived and saw how bulky the customer's items were compared to the Original Estimate and and
  how they would have to be placed in the truck for shipping.

  
  As stipulated within our applicable tariff, and in accordance with the terms and conditions outlined in
  the governing bill of lading and E-signed Estimate, it is imperative to highlight that all services
  provided up to the point of service cancellation are subject to full payment. This payment is
  deducted directly from the initial deposit made by the customer.

  
  The cancellation, initiated due to a change in the customer's order, resulted in additional charges
  after our truck and crew had already been dispatched to the pickup location. Costs such as tolls, fuel
  expenses, and the utilization of our van and crew's time were incurred. It is regrettable that the
  cancellation occurred without prior correspondence indicating the customer's intent, thus violating
  our cancellation policy.

  
  We have provided multiple services to this customer, and as a professional courtesy, we expected a
  form of communication regarding the cancellation. Regrettably, this was not done, placing the
  customer in direct contravention of our established cancellation policy.

  
  We kindly request a prompt resolution in addressing the costs incurred due to the cancellation, in
  accordance with the agreed terms and conditions. We emphasize the importance of honoring our
  contractual obligations and trust that an amicable resolution can be reached, considering the
  circumstances outlined.

  Customer response

  11/24/2023

  I am rejecting this response because:   When I reached out to Texas Movers Group for a quote, I provided a detailed list of items, including their respective sizes. During our phone discussion, ******, the salesperson, assured me that the cubic feet estimate would not be surpassed, and no additional charges would be incurred. However, on the earlier responce given by Movers, they initially claimed to have identified more items than originally listed and now Subsequently, they contended that the items were bulky and oversized, justifying an increase in the overall cost. This contradicts their earlier assurances and appears to be a fabrication.
  
  Moreover, Texas Movers Group has proven unresponsive to my attempts to communicate about these discrepancies. Despite several calls, they have neither addressed my concerns nor provided an email address for cancellation requests in writing. This lack of responsiveness suggests intentional avoidance on their part.
  
  Given the discrepancy between the agreed-upon estimate and the added charges, coupled with the unprofessional behavior exhibited by the manager, ****, I am now requesting a full refund of my deposit. Our items were packed diligently and in accordance with the original estimate, and there is no justification for the additional charges, as the items are not oversized or bulky. If the service provided were truly professional and as initially promised, there would be no need for us to cancel the service or encounter difficulties in moving our belongings.

  

  Business response

  11/28/2023

  The terms and conditions outlined in the Original Estimate were agreed upon by the customer prior to the commencement of any ********************. These terms clearly specified the pricing per cubic foot and explained the policy regarding cancellations and associated charges.

  
  In accordance with the terms agreed upon, the incurred costs such as tolls, fuel, crew time, and the resources deployed to the customer's location are subject to charge, even in the event of a cancellation resulting from a change made by the customer after dispatch.

  
  The Original Estimate comprehensively details the circumstances warranting additional charges due to alterations or cancellations initiated by the customer post-dispatch. It's imperative to ensure adherence to the agreed-upon terms and conditions outlined in the contract to address any discrepancies. Please review attached Original Estimate.

  Customer response

  12/07/2023

  I am rejecting this response because:   The moving service initially agreed upon a specific estimate, yet upon arrival at the dispatch location, the charges were unexpectedly increased. Notably, there were no oversized or additional items beyond what was outlined in the original estimate.
  
  Clearly, professionalism should include a commitment to honoring agreed-upon prices. The choice to cancel the service, despite the significant effort invested in packing, highlights the dissatisfaction stemming from the unexpected increase in costs. The experience of encountering rudeness and abusive behavior from the manager only adds to the negative aspects of this situation. It is crucial for businesses to maintain standards of communication and behavior that contribute to a positive and respectful customer experience.
  
  I cannot agree with the business's response, and I am formally requesting the immediate initiation of a full refund. Such deviations from the agreed-upon terms not only breach professional standards but also undermine the trust that should be inherent in such transactions. I anticipate a prompt and satisfactory resolution to this matter and appreciate your urgent attention to this issue.

  

  Business response

  01/05/2024

  Again, please review the provided Original Estimate. It clearly explains all terms and policies as well
  as cancellations and associated charges. The terms and conditions outlined in the Original
  Estimate were agreed upon by the customer prior to the commencement of any ********************. The
  customer herself admits to the efforts invested in packing by the crew. In accordance with the terms
  agreed upon, the incurred costs such as tolls, fuel, crew time, and the resources deployed to the
  customer's location are subject to charge, even in the event of a cancellation resulting from a
  change made by the customer after dispatch.
  
  We'd like to again express the Original Estimate comprehensively details the circumstances warranting additional charges due
  to alterations or cancellations initiated by the customer post-dispatch. It's imperative to ensure
  adherence to the agreed-upon terms and conditions outlined in the contract to address any
  discrepancies.

• Initial Complaint

  09/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  As I type this, I literally just kicked the movers out and wouldnt let them touch our things. My wife and I are suppose to be in ***** by Monday but this company (especially ********) was worth money/time lost. Upon arrival of the movers, the man in charge **** stated that they wouldnt be able to get the truck from ****** to our new home without us having to rent another truck ourselves (uhaul/budget can etc) and meet their truck to basically deliver it ourselves unless we used a shuttle for $700 more even after our apartments in ***** stated that wasnt necessary! As if this s*** isnt insulting enough, our contract price through ***************** (yeah you read it correct) was $1454 and some change. We paid a deposit of $950 and our remaining balance owed today was $918. Thats $1854 and not $1454. They added some sort of admin fee of $600 on top as well. The only reason we werent renting a uhaul for this trip was bc it would have been $300 cheaper and I thought $300 extra was worth us being able to drive 18hrs together in our car rather than following behind. This company false advertises and according to previous complaints this is NOT the first time this has happened! Ive requested to be refunded for this and was told Ill have a $700 cancellation fee. Absolutely ridiculous!!! This company is bait and switch!!! ******** is the worst. As someone who works in logistics i was shocked at how she speaks to customers! I would never speak to one of my drivers/customers/ or anyone for that matter the way she did. Insulting over the phone. I cant even be mad right now due to the shock of how anyone would allow her in customer service let alone in charge of other peoples belongings. I was also told Id get a confirmation call the day before from her. That never happened I even called her multiple times! Was also told the pick up today was 2-4pm and they showed up at 12:30!!! DO NOT USE THIS COMPANY!!! Its a joke all the way around and EXTREMELY UNPROFESSIONAL!

  

  Business response

  09/18/2023

  We would like to apologize for any inconvenience that the customer may have experienced. It is
  never our intention for our customers to be less than satisfied with our services.

  
  In a concerted effort as a gesture of goodwill and to amicably address and resolve the matter at
  hand, we have undertaken the following actions:

  
  1. Full Refund: We have initiated a comprehensive refund encompassing all financial
  transactions associated with your recent move. This refund has already been refunded and
  the credited amount should be reflected in your account shortly.

  
  2. Cancellation Fee Exemption: In recognition of your concerns, we have decided to waive
  the cancellation fee originally associated with your service.

  
  3. Settlement Agreement: We duly acknowledge your executed settlement offer, which
  encompasses all stipulated terms. Your willingness to cooperate with us towards a resolution
  is deeply appreciated.

  
  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

*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. ↩