Complaints

• Initial Complaint

  01/19/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used this moving service to move my small load of furniture from ****, ** to *********, **. I was told they could complete my move for $2,900 and was never told that could potentially go up. At pickup, it suddenly jumped up to $4,400 because they underestimated the space (which shouldnt cost me more because of their mistake of underestimating the space needed). And then it took the full 21 days to get delivered and upon delivery, the drive said his truck wouldnt fit (which it would and I told him where to park but he didnt listen) so he went out of his way to go get another truck and unload it onto there and bring it back and unload from the other truck charging me an extra $800. So then the total jumped up to $5,200 when it was originally only supposed to be $2,900. And every time I tried contacting the company to get questions about this issue and resolve it, they said they would reach back out with a resolution and they would never reach back out. This company is very misleading and will purposely underestimate the price just so you go with them, and when you sign everything they add a ton on the price.

  

  Business response

  01/29/2025

  This move from ****, **, to *********, **, was booked with ***************** Services. We acted as carrier for the move. The pickup took place on 12/27/24 in ****, **, and when our crew arrived they completed a revised written estimate on site as the total volume of the job increased from the original quote provided by ********. The revised written estimate was reviewed and signed for. The first available delivery date was noted as 12/30/24 on all pickup paperwork and the job was delivered in *********, **, on 1/16/25. This is within our average 7-14 business day delivery timeframe, which is listed on all paperwork. Before delivery occurred, our driver and customer service office reached out to confirm a shuttle at delivery was necessary as the driver could not access the delivery location with a full size semi. The additional shuttle charges were confirmed with a $100 discount at the time of delivery. If there are any further questions, please reach out to customer service.

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I AM UPLOADING A DOCUMENT. I ACTUALLY DID FILE A REPORT WITH YOU BUT WAS TOLD BY THE BBB THAT I NEEDED TO FILE WITH 4 AGENCIES SO THAT WE MIGHT BE ABLE TO GET MEDIATION STARTED SINCE THE COMPANY WILL NOT RESPOND TO EMAILS OR PHONE CALLS. I NEVER PRINTED OFF MY REPORT THE FIRST TIME I FILED WITH BBB.

  

  Business response

  09/05/2024

  This move was initially booked with Budget Van Lines where we acted as carrier under their contract. Upon booking their estimate reviews options for moving coverage. Your move was booked with release value protection which offers $0.60 per lb per article. This was also signed for at the point of pickup, 03/26/24.

  At the point of pickup our crew took care is providing moving and packing services. This has been reviewed by our operations team and the crew. The same was reviewed once images and reports of damages were sent in.

  We became aware of your damages and have worked with you to provide options to file a claim and receive a settlement offer in-house. Neither of these options were of satisfaction and our office proceeded to explain how to proceed with arbitration. 

  Your initial claims form and information were sent over on 04/06/24. Our office spoke with you again following your delivery on 07/12/24, on multiple occasions. There are images of the signed paperwork and multiple points of email contact attached .As we certainly understand your frustration with this matter, our office has provided options for resolution.  If you would like proceed with accepting your settlement through ************************ please review your initial settlement form, sign, and send back to them. Otherwise, if you need additional assistance contact our office directly.

  Customer response

  09/07/2024

   
  Complaint: 22238898
  
  I am rejecting this response because:

  THIS MOVING COMPANY IS A FRAUD.  THEY DO NOT HAVE PROFESSIONAL MOVERS THAT MOVE OUR PERSONAL BELONGINGS.  THEY HIRE RANDOM PEOPLE, PAYING THEM UNDER THE ***** TO MOVE AND TRANSPORT OUR PERSONAL BELONGINGS AND THEN CHARGE YOU $26,000 TO DELIVER YOUR BROKEN THINGS. THEY WERE NOT TRUTHFUL IN THEIR CLAIMS TO BE CAPABLE OF HANDLING MY BABY GRAND PIANO, NOR WERE THEY TRUTHFUL IN THEIR CLAIMS TO BE A PROFESSIONAL MOVING COMPANY.  I WAS COHERCED TO SIGN WHERE THE DRIVER TOLD ME TO SIGN AND SHOULD HAVE BEEN GIVEN THE 13 PAGES I HAD TO FILL OUT SO THAT I COULD'VE READ THEM FULLY PRIOR TO YOUR COMPANY GETTING TO MY HOME.  WE WOULD'VE SAVED MONEY TO HAVE SOLD EVERYTHING AND BOUGHT NEW SINCE THE MAJORITY OF ALL THEY MOVED IS BROKEN BEYOND REPAIR.  THIS COMPANY SHOULD BE LOOKED AT CLOSELY AS THEY DO NOT PROVIDE THE SERVICES THEY PROMISE.  WE HAVE OVER $26,000 WORTH OF FURNITURE THAT WE WILL HAVE TO REPLACE AND THEIR PATHETIC OFFER OF $1200 IS AN INSULT.  IT WILL COST $3500 JUST TO FIX THE DAMAGE DONE TO MY PIANO.  WE WILL BE MOVING FORWARD WITH OUR COMPLAINTS.
  
  Sincerely,
  
  ****** and *************************

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Edens Moving Services to move us from ******** to *********. They gave us a written estimate, and even though we lowered the inventory by not taking some items, the day of packing, when they were done, gave us a higher bill. They picked up our items on March 30th, and they were delivered on April 14th. We were informed that they would have a crew unloading the truck the day of delivery, but there was no crew. There was only the truck driver and his son. It took 2 days and 14 hours to unload our truck. The driver handed me a list with 9 pages, and told me to check off the numbers as he called them out. Quite a few boxes were brought into the house without numbers. They dropped 3 boxes off the truck that were labeled glass and fragile in the pouring down rain. By the time they were done I circled the numbers that were not checked off the list before signing the paper. The damages they did to our property were absolutely unbelievable. We had over 35 items damaged including a $1700 patio set that was scraped all along the sides and the tiles in the middle of the table had popped out. A large painting had the frame busted and a hole put in the middle of the picture, another framed ************************* print had the framed busted on both ends and the glass shattered. A motorcycle had to have been scraped up against the truck for the pedal and handle bar on one side were all scraped up. Other damaged items were an electric fireplace and end tables. One table had the side completely busted out. Our stuff was picked up, loaded into storage, then put on a truck to be delivered, so it was moved three times before we received it. Edens movers were careless, took no care with moving anything. We were missing one cabinet and one box (we made our own numbered list) ************ should not have a license to be movers. They want to pay by damage weight and not value. This is totally unacceptable. We tried to contact the company for a resolution but they do not return our calls.

  

  Business response

  08/21/2023

  We moved *************************** to **. At the time of pick-up we had an estimate with her for moving 255 items. When we arrived she had us move 378 items in total. Despite what this customer claims about her inventory reducing that is not true, in fact her inventory increased by over 100 items. Upon delivery she claimed damages to her floors. We reviewed with our delivery crew who denied having caused the floor damages. Once we received photos of the floor damage it was obvious those were existing damages prior to our arrival. As for the damaged items upon delivery we understand and assisted the customer in filing a claim for damages. ****** is upset about the coverage under the *** limited liability default coverage, however during booking she was explained what that entailed and all other coverage options available to her. We are sorry for the damages to her items, but because she opted for the limited liability coverage we must process her claim at that amount. This customer must process her claims through ************************* We will not be assisting with repairs to her floors and cannot compensate her in any other method.

  Customer response

  08/22/2023

  The statement made by the manager of Edens in his response is a lie. A person from their company came out to our house and walked the entire house, garage, and backyard, got a box count, a list of what they would be packing versus what we would pack, and a count of items in our storage unit and gave us an estimate on that. We then took off a large grill, a three seat couch, coffee table, 2 end tables, a daybed, two lawn movers and two chairs and a few misc. items.  After they had loaded their truck the day of pick up, we were informed that the price was higher, because we used more cubic feet than what they had listed and they go by cubic feet. As for the floor damage I did believe it was done by their driver and his son for they did in fact drop an electric fireplace when they entered the house. When I spoke with **** he stated that he checked with his driver and that he had stated that they did not drop anything, although my husband and I both were standing right there and saw it. I was told I could pay for more insurance for full coverage, or they offered their coverage that was 60 cents on the dollar. They did not state that the 60 cents on the dollar was calculated by weight leading us to believe it was value.  When I spoke with the manager he told me that they did say that because they read from a script, however he was not there.  He then told me that it was a garbage policy but that is what they go by. The manager when I have spoken with him is argumentative and defensive and has no care or concern for how their company operates, or how careless their employees are with the possessions of others. This was not a one time incident. There are numerous complaints with the BBB and reviews online of this company for this exact same reason - damages. His response is that it is only 1% of the people they move. We had over 35 damages, some with a lot of value including a signed framed print, a mosaic patio table and a motorcycle. We have pictures of all of our damages. It is clearly evident that absolutely NO CARE was taken when moving our items.  The misleading information this company gives to get your business, their proven track record for not caring one bit about the property they are moving and damaging and their defensive stance when they destroy people's belongings only proves that they should not be in this business. Their only care is about money. There are no ethics or standards involved. To have an A rating with the BBB simply because they respond to complaints is a huge disservice to the public. That rating is supposed to reflect a company that "build trust, advertise honestly, tell the truth, be transparent, honor promises, be responsive, EMBODY INTEGRITY. ****** moving services does not fall into this category. Their complaints with the BBB prove it. It is truly a shame that a moving company can damage so much stuff and not care at all because they don't stand behind their work and they don't have to pay the price. I would like the names and contact information of the owners of this company. 

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June of 2023 we hired Edens Moving Services to move us from ****** ** to ************ **. At delivery, we were forced to pay an additional $3,000.00. The driver said that he could not bring the moving truck up our paved road. We have since seen full sized semi trucks up our road multiple times. The business and the movers received financial incentive for charging us this unnecessary fee, while our belongings were held hostage. Further, much damage was done to our belongings as well as our new house during unloading. Boxes marked fragile were dropped to the ground from standing. New hardwood floors were scraped and walls were scratched. Reassembly of mover-disassembled furniture was paid for but not provided in a safe or satisfactory way. Edens moving was dismissive in any resolution of our complaints.

  

  Business response

  08/01/2023

  We are and have been in the process of settling these matters with ***********************, however instead of allowing us to repair the home damages in good faith he has taken to leaving negative reviews everywhere he can. We are still trying to assist him. We have sent him settlement offers that he will not return to us. We have offered to fix the furniture reassembly, replace the hardware, and repair any wall or floor damages. As for the damages to the goods we moved, I see one damaged box with a plate in it and some loose handlebars on a bike that are turned. Despite that being it we have tried to assist him in filing damages claims. At this point we aren't convinced this client wants us to assist him.

  Customer response

  08/08/2023

  The reply from Edens Moving is incorrect. They have been asked to reimburse the forced charge of $3,081.52 which was an unnecessary additional overcharge. I was forced to pay to have my belongings released. The resolution that I was offered was a $40.00 reimbursement.

  

  Business response

  08/28/2023

  Unfortunately the picture the customer provided of a semi-truck passing his house does not constitute evidence of a semi-truck being able to legally or safely stop on the road in front of his house and remain parked there throughout an almost **** cf unload. In addition this customer's side road is a dead end that our trailer was unable to turn around in while maintaining contact with pavement. As for damages ******* must file claims based on the coverage he opted for of the ***** limited liability amount. We cannot assist further in the matter of a shuttle as one was required to complete this delivery. If the customer has any questions regarding the claims process he can contact customer service by calling ******************

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired ****'s to move our household goods from our home in ******** to our new home in *******. We've filed a claim on the numerous furniture items damaged, including boxes packed by us that they crushed/destroyed as a result of their poor packing and delivery. Aside from that, allegedly the insurance that covers the damaged goods does not cover the damage done by the workers that carelessly scratched, gouged, and chipped the hardwood floors throughout the home where we received the goods. We asked repeatedly about putting down something to protect the floors, which was done without asking at the house where the items were being loaded. At the receiving house, it was near the very end, probably the last hour of bringing items in that packing blankets and cardboard was put down, but by then, 90 percent of the damage had been done to the floors. Even with something put down on the floors near the end, they still moved off the protected spaces with their hand trucks and continued to scratch the flooring. We supplied ****'s numerous pictures and with a quote from a local contractor to sand, resurface, and restore the flooring, which obviously was in the thousands. We were told that an Operations team would review and get back to us and we've repeatedly asked about the status only to be told that they would review and get back to us. I wrote earlier this week for a follow-up and now I'm not getting any response.

  

  Business response

  03/07/2023

  We are aware of the home damages and have been in contact with this customer promising to get it handled. We have a different insurance company for that kind of damage, who will be handling this with the customer directly.

• Initial Complaint

  02/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Edens moving company collected a 1 bedroom apartment from a storage unit on 9/27/22, moved furniture to new location on 10/17/2022. Movers took apart a table, could not put it back together as they lost the hardware. Delivered a vacuum that was not ours, we refused at time of move. The vacuum they had was of an older cheaper vacuum and not the new one packed in our storage unit. **** advised us to file a claim with their third party which we did asking for a reimbursement for the missing vacuum and broken table a total of ****** to cover the cost of replacing the new vacuum and purchasing new hardware for the table. Their third party claims company Anthem, responded with a reimbursement total amount of *****. After reaching out to Edens Moving company for reimbursement we were told they made no mistake and are still pushing to send us an old cheap vacuum that belongs to someone else. They absolutely refuse to hear any kind of discussion that a mistake was made on their end. No professionalism whatsoever, just a lot of shouting regarding their policies, talking over myself, a horrible experience with ******** and the manager.

  

  Business response

  03/07/2023

  We attempted to deliver the vacuum we picked up from the storage unit to the same customer at delivery. This is undeniably the vacuum we picked up, it was marked and written on the inventory and sticked the item as well. The customer refused this vacuum at delivery, but we still have it and have attempted to send it to the customer but they still refuse. This cannot be anybody elses vacuum. As for any damages the customer must file with Anthem Claims as explained.
  

  Customer response

  03/08/2023

   
  Complaint: 19436942
  
  I am rejecting this response because:
  The vacuum they are insisting is mine is Undeniably not mine, it belongs to someone else. Its quit possible the movers already had  the incorrect vacuum on their truck and mistakenly wrapped and labeled as mine. Still requesting to cost of replacing the vacuum that I am rightfully owed. 
  Sincerely,
  
  ***************************

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We moved our son from ****** to ********* ** in June/July of this year. We were told repeatedly that **** handled all of the move and didn't use subcontractors.A truck from ******* was involved in moving the goods and the movers consisted of a father and his three sons. They were not employees of **** as implied. We had chosen the lesser amount of insurance based on the movers insistence that they didn't subcontract. Items wrapped by **** at the ****** apartment (and charged for) were LOST (valuable artwork) or broken (Television). We want to be reimbursed for the fees charged for the wrapping of the lost and broken items. We again relied on your assurance that you DID NOT subcontract when making the choice for the limited liability. We want others to know about this.

  

  Business response

  12/20/2022

  We do not sub-contract our moves. The driver who picked you up is *****, he is an owner/operator but only drives for us and has for many years. Your delivery driver ******* is also employed only by us and has been for a couple years. This customer was told correctly, we do not sub-contract and those drivers were indeed our employees. We offer and encourage every customer to get additional insurance, we flat out tell customer's during booking that the limited liability included by law is not good coverage. I am sorry but we cannot assist this client with anything other than following claims. If they reported missing items to us then they are already being looked for and if found would be returned regardless of claims status. 

  Customer response

  12/20/2022

   
  Complaint: 18608883
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

   

  I am attaching a copy of your website that says "WE HAVE YOU COVERED"

   

  I am attaching a copy of ******************* website that says he works for the ***************

   

  ***** did a fantastic job of the pickup EXCEPT they wrapped the Television incorrectly and packed the boxes that are missing.  **** packed all of the other boxes.

   

  **************** and his sons unpacked the truck in ********* and shuttled it to my son's apartment.  **************** was missing in action most of the day and the unload took 8 hours.

  I complained about this the day of the move.

   

  The television was broken and the boxes didn't arrive.   I requested copies of the video that were taken at pickup but was told they were only kept for 72 hours.  I have thi

  

  Business response

  01/20/2023

  As explained to the customer the video walk through for the quote was not saved beyond it's use to create a quote. That is too much data and video for too many customers. We do take accept liability for the damage and loss as we moved the items from start to finish. We have apologized to the customer and helped start the claims process. As outlined in the coverage option he chose, he must file with Anthem Claims under the limited liability coverage chosen by him. We offered additional coverage and it was refused. We cannot assist this customer further other than helping with any questions the customer may have about the claims process.

  Customer response

  01/20/2023

   
  Complaint: 18608883
  
  I am rejecting this response because:

  You have not responded to this complaint in full.

   

  You have mislead with your advertising and your assertion that the driver was yours EXCLUSIVELY--Traris is a garbage man in ******* **  I attached a picture of his LINKEDIN profile

   

  Your web page says this:  "WE HAVE YOU COVERED  In the unlikely event, if any of your valuables are harmed or go missing during the moving process, be assured that ****** is wholly insured an will provide complete reimbursement for those items." I ATTACHED A PICTURE OF THE SCREENSHOT TAKEN FROM THE *** PAGE

   

   

   

   

  This message originally read on 12/20/2022
   
  Complaint: 18608883
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************
  
  I am attaching a copy of your website that says "WE HAVE YOU COVERED"
  
  I am attaching a copy of ******************* website that says he works for the ***************
  
  ***** did a fantastic job of the pickup EXCEPT they wrapped the Television incorrectly and packed the boxes that are missing.  **** packed all of the other boxes.  The Moving company charged us for packing the ** AND packing the missing boxes
  
  **************** and his sons unpacked the truck in ********* and shuttled it to my son's apartment.  **************** was missing in action most of the day and the unload took 8 hours.
  I complained about this the day of the move.
  
  The television was broken and the boxes didn't arrive.   

   

  You promised in your web ad that you were FULLY insured and that anything broken or lost would be compensated for.

   

  I will withdrawal this complaint once I receive $1200. 

   

   

  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The moving company did not deliver one our boxes which contained about $500 in valuables. These were graded collectible items. I received and email notification that someone tried to register one, meaning my items are in someone else's hands. I am filing a police report. They were either stolen by the company or delivered to the wrong address. This moving company failed to deliver my full shipment and either stole my property or delivered it to the wrong house.

  

  Business response

  09/28/2022

  This customer reported a missing box to our customer service department. We have searched for it but have been unable to locate any box matching this customer's load numbers. This customer insisted their were high value items in the missing box to the tune of $500, however during their pickup they failed to list this box or the contents on the "Extraordinary Value Inventory" sheet we supplied them, suggesting that they did not have items of that value in the shipment. Nevertheless we have searched and will continue to for this box. We also encouraged the customer to file a police report if they truly felt as though it were stolen. Unfortunately, since the customer opted not to list their high value item on the high value item sheet, we have no evidence of the existence of this item or the supposed value. We will continue to do all we can to locate the item and have asked the customer to put any detectives in contact with us that *** be working on this, but the customer must file a claim for the missing box.

  Customer response

  09/28/2022

   
  Complaint: 18007895
  
  I am rejecting this response because:

   

  I was never asked to identify valuables when my items were picked. The movers failed to inform me this was an option. I filed a police report about 2 weeks ago. I can confirm the items are in someone else's possession, as I received a notification someone tried to register the bar code to one of the items. This entire situation is very unpleasant, between not receiving items and having extensive damages. 
  
  Sincerely,
  
  *********************************

  Customer response

  10/06/2022

  Claim has not been filed - went the police route. I have an open police report. I also received notification that the items landed at a local NC **** shop the day after the delivery truck came. 

• Initial Complaint

  04/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Edens Moving to safely move my belongings from ******** to Mississippi. Serious damage was done to my property including antiques, electronics, etc. When the truck arrived in MS and opened the door, whole boxes were crushed, filing cabinets were crushed, wheels on furniture were sheared of and shattered, gum wood laminate was missing off of pieces. The box my commercial printer was in was completely destroyed and someone at Edens had used a liberal amount of tape to try to hold it together.Additionally, my items were held at Edens without my permission for nearly 20 days. Those ************************************************************* my new house.Edens is a terrible company to use. I have worked with many movers over time but this company surely ranks the bottom of the lot. I feel it is my duty to warn anyone thinking of moving to not use these quacks as a moving company.Edens is in posession of photos, claims forms and other documentation - some provided upon delivery of the items. They have not offered to do anything about any of this stating I had to work with Anthem. Anthem has just sent me a letter stating they are not an insurer and will not be offering any compensation for this. I am considering legal action if this cannot be resolved.

  

  Business response

  04/15/2022

  This customer reached a settlement with us for these issues and damages. By signing the settlement she agreed to consider the matter closed and settled. By leaving this complaint she is in breach of that legally binding agreement. If this is not removed within 48 hours our legal team will contact her.

  Customer response

  04/16/2022

  To the best of my knowledge I have not reached any settlement with Edens moving services. Please provide documentation regarding the alleged settlement.

  

  Business response

  04/27/2022

  Some misinformation here. First, I just got off the phone with Anthem Claims. True they are not an insurer. When we booked this job with ******** she was offered 'full value protection' and explained what the 'limited liability' coverage from the *** and FMCSA is. She was also informed she could seek moving insurance from a third-party such as her home owner's or renter's insurance. Anthem has FMCSA agents that process claims through limited liability when a customer files a claim without additional protection or insurance. When I spoke with Anthem Claims a moment ago they actually informed me they are currently working on her claim and should be sending a new offer over soon once it is processed. To address another matter, ******** claims her items were held at our warehouse without her permission? I'm not really sure what to say to this other than I don't understand what she means. She hired us to move her goods. In phone conversations, emails, written estimates, disclaimers, and finally on the day of her pick-up she was explained over and over again that all deliveries take place within 21 business days from her first available delivery date, and that we average a delivery time-frame of **** business days from her first available delivery date. She set her first available delivery date as 4/25/2021 in her own handwriting. Her delivery occurred and was signed for by her on 5/9/2021. This means her delivery took place in 10 business days of her first available delivery date, well within the time-frame we informed her of time and time again. Even if we are counting all days and not only business days (as the *** requires) her delivery took place in 14 days from her first available delivery date and not 20 as she is exaggerating. To support this information I have included a few documents. If you would like to see her approving the delivery time frame in her own handwriting please check the 'long distance form' sheet in the attachment with her moving contracts. I have also included the e-signed email sent to her before her pick-up in which she agreed to the following that was atop the email in bold lettering stating: "Although ****** Moving Services averages a time frame of **** business days from your first available date to accept the goods, the deliveries process time may take up to 21 business days by law, before reimbursement is required! Expedited delivery may be optional for an additional fee, please let me know if you are interested."  This email was e-signed on 4/21/2021 by ***************************. Prior to this she e-signed two other estimates via email but received ten total, all of which included the delivery schedule information and the coverage options and limited liability information. You may also check her pick-up paperwork I attached to see she filled in and opted for the limited liability, once again, in her own handwriting. She may seek legal action if she wishes, however I would advise against it. We have very thorough documentation outlining exactly what and how this was explained to her, many times, before she booked or moved with us. This would be a waste of time for her and for us and undoubtedly it would result in us having to honor the contract we reviewed and agreed to with her.

*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. ↩