Complaints

• Initial Complaint

  02/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They lie, they hold your things hostage, they extort you for money. we went through what we thought was a moving company called Safe Ship, turned out to be a third-party broker and ************* was given the contract for our move and we had no say in anything that happened during the three months they held our stuff hostage in a warehouse in ******, varmints defecated all over our furniture, they also made homes in the moving boxes, mouse/rat turds all over our belongings. Several items were never delivered. The items that were delivered were smashed and broken. The same movers that came and took apart our furniture that were supposed to reassemble it were unable to do so when they got to our house, almost all of our stuff that required assembly was broken and damaged, and they lost the pieces and parts to put things back together.***** lied to us over and over again. At the end, when it was time for us to file a claim for our lost items, they have never once returned one of our phone calls? They have not honored their contract which states they owe you $30 a day if they go past the 31 business day delivery window. Nothing was ever reimbursed to us. They lost beautiful furniture pieces, smashed our wall art, family heirlooms were shattered!During the delivery, there was a woman who claimed to be in charge long dark hair she had two men doing all of the work unloading the truck. She claimed that she would ship our last items to us when she got back to ******. Never heard from her again.They never followed up on if they found them or not even though they said they were going to check and ship them to us. All lies all the time.Look up good move *** Denver nine news. They did a whole investigation on them. Unfortunately, they are still operating and I do not even understand how? I never in a million years thought my cross country move with my family couldve been such a stressful, horrible experience. We slept on air mattresses for three months.

  

  Business response

  02/04/2025

  
  Thank you for taking the time to share your experience with Good Move ***. We genuinely appreciate your feedback as it helps us improve our services and better serve our clients.
  
  
  I would like to address the concerns you've raised. We want to highlight that we made every effort to accommodate your moving needs, including picking up and loading your items. However, its important to note that your booking was made through a broker, which can sometimes lead to unexpected challenges that are beyond our direct control. As the carrier, our obligations are tied to the agreement made with the broker, which can sometimes result in surprises during the moving process.
  
  We also want to address the matter of communication. It is essential that we maintain an open line, and we encourage you to reach out to our claims department at your earliest convenience. They will be able to assist you in resolving any outstanding issues and help you with the next steps.
  
    We value all our customers and are dedicated to providing the best service possible; however, we must also protect our reputation and the integrity of our service.
  
  
  We appreciate your understanding of these matters and hope to resolve this situation promptly. Your satisfaction is important to us, and we are committed to providing the best service possible.
  
  
  Thank you once again for your feedback. We look forward to your response.

  Customer response

  02/08/2025

   
  Complaint: 22890699
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  12/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Good Move USA defrauded me. They collected my things and immediately demanded $8,000 more on top of the estimate, saying that was all they'd charge me, and that they'd deliver my things in 3.5 weeks. Instead, they took over two months to deliver all while charging me more and more fees. They then proceeded to charge me $14,000 more to even receive my things, which arrived damaged and broken. In addition, they charged me for over ***** cubic feet of space (nearly an entire semi truck). Their delivery driver certified the paperwork that there was no more than ***** cubic feet (and more like ***** cubic feet), resulting in an overcharge of over $8,500 for this alone. They continued to charge me storage fees when I was supposed to have 60 days of storage for free. I paid over $7,000 in storage fees before they delivered my things damaged and missing. In addition, they operated while their license was suspended. ***** threatened my daughters and yelled at us multiple times as they tried handling my move for me. They also falsified bills of lading and added false information after the fact. In the end my one bedroom apartment cost me $35,000 to move. She also charged me over $5,000 for packing and moving materials when they only packed a few boxes and wrapped a few furniture pieces (90% of which arrived damaged). When I attempted to contact them for insurance information and refund information, they ghosted me.They also charged for cubic feet when interstate moves should only be charged via weight. I was not given the option to accompany the truck to the weigh station. I have now been sent multiple news articles in ********, **************, and ******* about their fraudulent practices. I would like the money I'm owed back as well as a satisfactory resolution regarding my damaged and missing items.

  

  Business response

  01/06/2025

  
  Thank you for taking the time to share your experience with Good Move ***. We genuinely appreciate your feedback as it helps us improve our services and better serve our clients.
  
  
  I would like to address the concerns you've raised. We want to highlight that we made every effort to accommodate your moving needs, including picking up and loading your items on two separate occasions. However, its important to note that your booking was made through a broker, which can sometimes lead to unexpected challenges that are beyond our direct control. As the carrier, our obligations are tied to the agreement made with the broker, which can sometimes result in surprises during the moving process.
  
  Regarding the charges, we always charge based on the actual items transported. Our team worked closely with the client to ensure an accurate estimate, but its important for clients to provide a complete inventory to avoid any confusion which, this client hasnt done in this case. She told the broker she was transporting less items. When we showed up to her house she had requested we transport more than double the items she told the broker she was transporting. This client was charged for the items she had had us transport for her.
  

  We are committed to transparency and customer satisfaction, and we appreciate the opportunity to clarify any misunderstandings. Our goal is to serve our clients with integrity and care, making their moving experience a positive one.
  
  We appreciate your understanding of these matters and hope to resolve this situation promptly. Your satisfaction is important to us, and we are committed to providing the best service possible.
  
  
  Thank you once again for your feedback. We look forward to your response.

  Customer response

  01/06/2025

   
  Complaint: *****************************************************************************************************************************************************
  
  I am rejecting this response because:

  Good Move USA continually uncharged throughout the entire process.  We filed a BBB complaint while items were in transit and **** would not tell us anything about our move until we removed the BBB complaint.  They held our items for nearly four months while charging upward of $10,000 in previously undisclosed storage fees, wiping out my entire savings.  They then, without notice, brokered out delivery.  Their representative said the move was no more than ***** cubic feet.  Good Move USA charged for over ***** cubic feet which is nearly $10,000 in over charges.  In addition, interstate moves shouldnt be charged by cubic feet but by weight.  
  

  Boxes were missing, items broken, and boxes clearly rummaged through when I received my items.  Many of my higher value items are missing. 

  Good Move USA was also operating under a suspended license when they began my move.  They are notated in the news in ******, *********, and a few places in ******* for scamming other customers. 
  

  Eglis also threatened to drop my move if we went to the Colorado Attorney General, which we have come to learn is a class four felony.

  They claim I had more than stated, but that is not the case.  They only said I owed more after taking all my things.  This is classic moving fraud as evidenced by the other many complaints they have received.

  I am requesting the refund of all over chargers and previously undisclosed charges.  A single bedroom apartment should not cost over $35,000. 

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

  

  Business response

  01/22/2025

  At Good Move ***, we pride ourselves on providing reliable and efficient moving services. We understand that moving can be a stressful experience, and we strive to make it as smooth as possible. In this particular case, we delivered the client's belongings as soon as we were available, but there was a delay due to the the shipper having 2 moves apart and the shipper changed her address to a different destination and we agreed to comply at no charge at all from ** to ***
  
  
  Regarding the charges, we always charge based on the actual items transported. Our team worked closely with the client to ensure an accurate estimate, but its important for clients to provide a complete inventory to avoid any confusion which, this client hasnt done in this case. She told the broker she was transporting less items. When we showed up to her house she had requested we transport more than double the items she told the broker she was transporting. This client was charged for the items she had had us transport for her. We are committed to transparency and customer satisfaction, and we appreciate the opportunity to clarify any misunderstandings. Our goal is to serve our clients with integrity and care, making their moving experience a positive one. Thank you for highlighting our dedication to quality service!
  
  
  
  

  Customer response

  01/23/2025

   
  Complaint: 22736637
  
  I am rejecting this response because:

  The business response is as always the same, a response that doesn't make sense and a standard reply to everything. ************ looks as if they used my belongings as "basketball" practice, giving no regard to protecting my belongings and destroyed items that had been in my family for years. I have over 200 items that have been destroyed, lost, broken beyond recognition, lost, and not included in my delivery. I  am still trying to unpack and am sure there are more damages to be found.  ************ also held my belongings "hostage" until additional monies were given. ************ did not respond and told me they were charging me extra (no amount ever given after numerous requests) to change my delivery destination, no date given and this was BEFORE they even loaded my belongings .************ DID NOT visit my home prior to loading ( which was delayed time after time) to see what items were to be moved. ************ asked how many cubic feet I had which I find ridiculous as I am not aware of how to measure cubic feet. For heavens sake, I'm 68 years old, a musician and can read music in measures, not cubic feet. This companies employee, ***** yelled at my daughters, hung up on me when trying to to contact them,  blocked my emails and the "owner" *****, screamed at my daughter after my daughter explained that she just miscarried as a reason why she was not involved in the process. ************ price gouged me, demanded an exorbitant amount of money, never showing up on time, hours and days late. ************ shows advertising that shows movers in company shirts along with a truck that has the company logo on its side. The movers showed up without company shirts, without any writing or logo on the truck AND THE MOVERS WERE HIRED THE MORNING IF THE MOVE. ************ has MANY complaints, been investigated by the authorities and refused arbitration. I don't need to see this "standard" reply. HOW MUCH MORE DO I NEED TO DO TO GET RECOGNITION OF THIS COMPANIES DISHONEST, ELDER ABUSE, REFUSING TO DELIVER MY BELONGINGS AND TAKE AWAY THEIR BBB A+ rating that they say they have?

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

  Customer response

  01/31/2025

  Please read the response I have sent previously. 

  I cannot understand why I am required to submit yet another response .

  ************* was negligent in offering details of the company. ALWAYS SUBMITTING THE SAME RESPONSE.

  ***** US NOT THE OWNER AS SHE STATED, HER EX HUSBAND IS ? WHY THE DIFFERENCE?

  OPERATING UNDER A RESTRICTED LICENSE. 

   

• Initial Complaint

  12/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I moved from **********, ********** July 2024 to ******** after 13 yrs in the ****. Upon calling for the delivery of my furniture in JULY I was constantly given excuses for it not getting delivered and NEVER received while living in ********. They charged me $300 storage which I shouldn't have been charged as it was not my fault they chose not to deliver. Their excuse for not delivering was a storm in ** (I moved to ******** not **). I moved from ******** to ** in November 2024. My furniture was delivered on October 24, 2024 and I was charged the balance of $1793 which included the weight of the couch, however the couch was missing and to date is still in **. So this of course is an overcharge. To add to the issues, they also damaged my washing machine, broke a leg off a solid wood mahogany end table, and the other 3 legs are wobbly. It is no longer a set of tables due to the damage. Also, they stopped taking my calls, and my emails went unanswered. I had to get my sibling to call. This past week December 8th, my mother called on my behalf. She was told the couch would be delivered soon. Its still not delivered to date (12/18/2024). I deserve a refund for storage($300), damaged belongings ($600) and the missing couch ($800).

  

  Business response

  01/14/2025

  We have completed the delivery of the sofa to our shipper

• Initial Complaint

  12/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  ************* picked up my job through my broker company. My contract was signed and dated to be picked up 10/9-10/10. They didnt show up until the 10/11 in the late afternoon. On day of pick up I was overcharged close to $2500.00. They had a list of my belongings from the beginning and not all of my furniture fit on the truck so I had to throw items away. They thought taking $100 off my total was compensation enough for being a day late with terrible communication. I then tried for 30 days to get in contact with ***** to dispute these charges and or make a payment and she was unreachable and admitted to missing emails from me and my broker company. I had 30 days free due to military background and then upon the 30 days, she charged an extra $1200 to keep my items for an extra 9 days. I had tried to contact and have my items delivered before the 30 days was up and that was impossible. I had called and told her I had a delivery date and address and she said send it in an email and then never confirmed. Upon arrival of my items, my bed frame is broken, my 2 TVs are missing along with 2 of my dinning room chairs. My items on the truck were stacked horrible and my boxes were smashed and not handled with care at all. Someone elses items were mixed in my mine and just thrown on top of my items. ***** is blaming everything on my broker company stating that they are wrong and she was just picking up the job. Good Move USA is awful and unprofessional and the amount of stress I went through dealing with this company was unreal. No one will return my calls as far as my missing items go. That totals close to $1200.00.

  

  Business response

  12/12/2024

  At Good Move ***, we pride ourselves on providing reliable and efficient moving services. We understand that moving can be a stressful experience, and we strive to make it as smooth as possible. 
  
  We would of hoped the customer could reach out to us prior to doing chargebacks But She did.

  Its Unfortunate that the broker she chose did not explain the cross country move process and we completed the delivery in less than 30 business days 

  We are committed to transparency and customer satisfaction, and we appreciate the opportunity to clarify any misunderstandings. Our goal is to serve our clients with integrity and care, making their moving experience a positive one. Thank you for highlighting our dedication to quality service. 
  

  
  

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sept. 30 2024, the broker (New Start Relocation) sent a mover (Good Move USA) that is not one of their listed carriers. One man loaded the entirety of my possessions by himself (except for me helping him with the bed and the sofa). The other employee screamed on the phone. They were there for 6.5 hours. Neighbors came over to see if I was okay because of the screaming. The mover had me sign a blank document. Other's possessions were falling off the truck and into the street. A police report was filed. The employee would not take the payment I was to pay at pickup, instead the moving company charged me an additional $2616.75 in cash/***** before delivering my possessions. I had already paid the broekr $1570.75, which included $500 for additional space they said I night need, "worst case scenario." When I told the mover that I had already paid an additional $500 for additional space, the moving company changed that but also added $500 to the new binding estimate (after they had my possessions). There was no measuring or weighing of any kind. The moving company did not communicate with me for two weeks regarding when my delivery date would be. Moving blankets were not used and all of my wood (not particleboard) furniture is heavily damaged. Items are missing. No items were reassembled. Pieces to things are missing. When I notified them, they directed me to a claims company who could not tell me who their underwriter is and advertises on their website that they will not give claimants more than $150.

  

  Business response

  11/05/2024

  At Good Move ***, we pride ourselves on providing reliable and efficient moving services. We understand that moving can be a stressful experience, and we strive to make it as smooth as possible. In this particular case, we delivered the customer in less than 10 days 
  
  Regarding the charges, we always charge based on the actual items transported. Our team worked closely with the client to ensure an accurate estimate, but its important for clients to provide a complete inventory to avoid any confusion which, this client hasnt done in this case. She told the broker she was transporting less items. When we showed up to her house she had requested we transport more than double the items she told the broker she was transporting. This client was charged for the items she had had us transport for her. We are committed to transparency and customer satisfaction, and we appreciate the opportunity to clarify any misunderstandings. Our goal is to serve our clients with integrity and care, making their moving experience a positive one. Thank you for highlighting our dedication to quality service!

• Initial Complaint

  10/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My father passed away in March and I wanted to move a few pieces of furniture and a printer from his house in ******, ** to my home in ******, **. I couldn't find a moving company willing to move such a small load so I turned to a broker (***************************) who made arrangements with *************. I had paid *************** a $400 deposit. I met the movers at the house in ****** on June 22, 2024. They wrapped up all the pieces and loaded them onto their truck. I was provided a summary of charges amounting to $1,435. I gave them $400 cash and a check for $221 (a $400 deposit had been made to American Movers). This left a balance due at the time of delivery of $414. I also tipped each of the two movers.The mover who made out the Interstate Bill of Lading Contract and related documents asked if I was expecting delivery on a specific date. I told him no and he replied that they are required to make the final delivery within 28 days of pick up. I said that was fine, I was flexible and to contact me when the delivery was to be made. I never heard from ************* and called them on 8/22. I spoke to a woman named ***** who said they'd been trying to reach me via phone, text and email as they had recently made a delivery to ******. (I double checked my email, phone and text - there were no messages from them.) She said she'd have to check their delivery schedule and for me to call back. I called twice on the 8/23 and left messages. My calls were not returned. I called on 8/27 and spoke to *****. She asked if a delivery on Friday 8/30 would work. I said yes. I never heard from anyone and my items weren't delivered. I called again and left messages on 9/4, 9/6, 10/11 and 10/23. None of my calls have been returned. The business has made no effort to resolve this issue and appears to be deliberately avoiding my calls. I want my items to be delivered as soon as possible and for the amount indicated on the Bill of Lading.

  

  Business response

  10/25/2024

  We need you to please contact our dispatch department so we can schedule your move We have tried to communicate w the customer and we have no answer - We have tried to load her for delivery and no response 

  Customer response

  10/25/2024

   
  Complaint: 22471816
  
  I am rejecting this response because:

  I HAVE called dispatch and left messages - which were not returned. The number I called was ************ (the number on the Bill of Lading Contract) and selected the appropriate extension as stated in the greeting. Please ask the company to provide me with the correct number for dispatch and the name of the person I should speak with. 

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

  

  Business response

  11/05/2024

  At Good Move ***, we pride ourselves on providing reliable and efficient moving services. We understand that moving can be a stressful experience, and we strive to make it as smooth as possible. 
  

  Our hours of OPS M to F 9-5 MTS 

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

  Please speak with customer service 

  Customer response

  11/05/2024

   
  Better Business Bureau:
  
  My items were delivered on 10/27 and the issue has been resolved.  
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  10/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The business committed to pack and unpack all my furniture without any damage. They hired some unskilled labor and didn't speak English using app to communicate which was very difficult as well as they are not listening anything. They didn't assemble the stuffs and don't know how to assemble. They forced me to clear all the balances before delivery. This company is scam and forcing people pay the money without providing any service.The dispatch manager ***** ******** also didn't respond properly.

  

  Business response

  10/24/2024

  Mr. Islam . sir 

  the Workers said your a great guy and we gave you a great service 

  There has to a misunderstanding. Please call Us 

• Initial Complaint

  10/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with ******************** to move from **** AZ to ******* OR. They informed me that they were a broker but contracted with a third party to make actual move. At that time they didnt give me the name of the third party. Everything went fine until Good Move USA picked up my belongings on 9/11 at 10:00 PM!! Once everything was on the truck they demanded another $2400 which we paid. I was told it would be about 3 weeks. I was contacted by one of the customer service **** the week of 9/16 and was told they would be loading my things at their warehouse in AZ the following week then would deliver the week after that. That person told me the cost at pickup which did match the contract. When that didnt happen I called and was told that they tried to reach me on 9/21 and the delivery was declined. I have my phone 100% of the time in anticipation of the delivery call and would NEVER have declined a delivery- I have critical items in it. My call record also shows no incoming calls that werent answered. When my daughter and I contacted them yet again on 9/30 the customer service person became verbally belligerent but said I would have delivery by 10/10. Hung up on my daughter. My daughter suggested I called Guaranteed to ask for their help. I ended up with a customer service *** who asked why I was calling her when she was on the calls with Good Move-never identified herself as listening in on the call. On 10/10 went by with no delivery I called Guaranteed again. Ended up with a different *** who seemed helpful but talked to that same *** at Good Move who said my belongs would be loaded on the first truck in the warehouse. I was told she would call right away. Starting week five-so far, no call, no delivery. This seems to be a pattern with Good Move USA. I have critical meds and legal documents in that delivery. Do they not understand that they are moving peoples lives, not just stuff?

  

  Business response

  10/24/2024

  Tell us why At Good Move ***, we pride ourselves on providing reliable and efficient moving services. We understand that moving can be a stressful experience, and we strive to make it as smooth as possible. In this particular case, we delivered the client's belongings as soon as we were available, but there was a delay due to the client's vacation schedule.
  
  Regarding the charges, we always charge based on the actual items transported. Our team worked closely with the client to ensure an accurate estimate, but its important for clients to provide a complete inventory to avoid any confusion which, this client hasnt done in this case. She told the broker she was transporting less items. When we showed up to her house she had requested we transport more than the items and packing she told the broker she was transporting.

   This client was charged for the items she had had us transport for her.

  We provided the change prior to loading and shipper had someone there in her place, at pick up - As far the delivery we are still in the window delivery frame and contacting the customer as we believe there is a confusion on her end as per schedule 

  We are committed to transparency and customer satisfaction, and we appreciate the opportunity to clarify any misunderstandings. Our goal is to serve our clients with integrity and care, making their moving experience a positive one. Thank you for highlighting our dedication to quality service!

  Customer response

  10/28/2024

   
  Complaint: 22417525
  
  I am rejecting this response because: 1) as of this date10/28 I have NOT received my belongings and have NOT been on vacation. I have been available since 9/12. 2) an audit of the updated bill of lading compared to inventory made by the packers shows nearly identical items loaded on the truck, in fact less items were loaded. The only difference would have been the packers interpretation of size, however when the bill of lading was updated I gave the exact measurements of the items I was sending. 3) the issue of an additional $2400 at time of pickup, I was initially told by a company *** that I sent 315cf more than I had said on the bill of lading. When that was disproved by the audit, a different company *** said I shouldnt have gone with a broker and ************* had get paid somehow. In response to my complaint, I spoke with a different company *** on 10/24 who tried to smooth things over with a rambling series of explanations the skirted around the issues. During this 50 minute call, had to ask twice if she was going to allow me to talk, but she started talking over me. At the of the conversation she said I would have my belongings the following week. No resolution of the $2400 was mentioned  

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

  

  Business response

  11/05/2024

  At Good Move ***, we pride ourselves on providing reliable and efficient moving services. We understand that moving can be a stressful experience, and we strive to make it as smooth as possible. In this particular case, we delivered the client's belongings already completed.
  
  Regarding the charges, we always charge based on the actual items transported. Our team worked closely with the client to ensure an accurate estimate, but its important for clients to provide a complete inventory to avoid any confusion which, this client hasnt done in this case. She told the broker she was transporting less items. When we showed up to her house she had requested we transport more than double the items she told the broker she was transporting. This client was charged for the items she had had us transport for her. We are committed to transparency and customer satisfaction, and we appreciate the opportunity to clarify any misunderstandings. Our goal is to serve our clients with integrity and care, making their moving experience a positive one. Thank you for highlighting our dedication to quality service!

  Customer response

  11/05/2024

   
  Complaint: 22417525
  
  I am rejecting this response because: in comparing the inventory made by the truck driver and the bill of lading from 9/6, they are virtually the same. The main difference is that the bill of lading shows 24 baskets when in reality there were only 10 which the packers put into the wardrobe boxes. The evidence of this is that there are no baskets listed on the packing inventory. Additionally, the bill of lading shows a trash can, hand held tool box, a plant stand, and a deck box. The smaller of these items were also put into the 2 wardrobe boxes.  The bill of lading also shows 3 clothes drawers. The inventory shows only 2. So, the response by the company does not reflect the facts. Im sure if the company took the time to audit the two documents, it would be obvious that I did not double the stated amount of cubic feet. The interesting thing about this situation is that the dispatcher charged an additional $2400 BEFORE anything was loaded on the truck! So what justification is there for charging the extra $$. 
  An additional note to this transaction is that myself and another person shrink wrapped EVERY SINGLE ITEM to be shipped. When it arrived 7 1/2 weeks later, virtually every item had no shrink wrap on it and many items werent packed as I had. So I dont know where my belongs, including a safe, were opened and searched, but definitely this is unacceptable and unethical. I have pictures of pieces of shrink wrap hanging off several boxes and the safe. 
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  09/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In early July I had broker, *********, organize a move of my belongings from ** to **. I signed an agreement with ********* for $6,797.86 with an expected delivery date of 5-14 business days. My belongings were picked up on 24 July 2024 by a "carrier," *************, who was responsible for the delivery. The terms agreed to with Safe Ship were flowed to Good Move USA and a similar contract was brought to me at the day of pickup for another signature. On pickup day, Good Move USA missed the pickup window that was conveyed to me by Safe Ship by over 3 hours and then had me sign a separate contract which instead charged me a total of $7,977.23 for the move. Neither company would adjust the total despite Safe Ship having agreed to the amount, in an item-by-item discussion, the night prior. Financial issues aside, both contracts clearly stated a 5-14 business day window for delivery in their marketing. This was the critical concern for the move. Only after ************* accepted my belongings, was I informed (by their move coordinator, *****) that in the contract's fine print that a 30 business day delivery was their ****************** and that the 5-14 day window was out of question. Although ethically grey, I understood the contract terms and prepared to receive the shipment at the latest expectable date of 16 September, given the (rushed/coerced) "1st available delivery date" instructed by the company of 31 July, at time of ********* any recording metric, the delivery took a total of 34 business days (21 Sep dropoff) despite both companies claiming they work weekends, a tactic likely used to persuade clients into electing their "service". Beyond the use of undocumented/underage laborers, unethical money-saving techniques (tags still on equipment to be returned later), price gouging, and damage to my belongings, ************* is in breach of contract with their own VERY forgiving terms and offering no compensation for a lack of integrity and basic service etiquette.

  

  Business response

  10/02/2024

  ******* has received goids

  Customer response

  10/02/2024

   
  Complaint: 22356245
  
  I am rejecting this response because: there was next to no content. Unless I'm confused the company's response is "Shipper has received goids". Beyond the subject not being an actual word, their response does not address any of the comments in the original complaint.
  
  Sincerely,
  
  ******* ******

  

  Business response

  10/12/2024

  We would like to express any I convenience to Mr Forest, hiring a 3rd party can be extremely confusing, however the shipping is completed 

  please reach out to our offices thank you

   

   

• Initial Complaint

  09/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I retained the services of ************* to move my famiily's belongings from ***** to ************** in July of 2024. Safe Ship contracted with *************, a Colorado moving company, to move our household. Our belongings were picked up by ************* on 7/21/2024 and we supplied a first available date for delivery of 8/1/2024 at our new home in **************. I contact Good Move USA for the first time on 8/8/24 to inquire about estimated delivery date, and I spoke with ***** who was not able to supply me with an estimated date. I contacted ***** with Good Move USA again on 8/30/24 (40 days since pickup, 22 business days following the first available delivery date) and she said that she was just about to call us as we were next on the list to have our items loaded. She said we would hear from her that weekend. After the weekend passed without hearing from her, I called her again on 9/4/24. She said that our truck was in ************** but did not have our items and would need to travel back to ************** to retrieve them. She said our items should be loaded very soon. I called her again on 9/9/24 after not hearing back from her, and she said our items should be loaded in the next couple days and to call her back on Friday if I had not heard from her. I called her on Friday, 9/13/24, and there is no update on when our items will be loaded and begin their journey across the country to us. It has been 54 days since our family of four had our household items packed up by *************, and it has been 31 business days - beyond the maximum amount of days for delivery, past the first available delivery date provided. My husband is unable to work because his materials are yet to arrive. Each time I have called for the past several weeks, I receive information that our items are either 'just about to be loaded' or that it's unknown when they arrive. I am beginning to worry that our items will never arrive.

  

  Business response

  09/21/2024

  At Good Move ***, we pride ourselves on providing reliable and efficient moving services. We understand that moving can be a stressful experience, and we strive to make it as smooth as possible. In this particular case, we delivered the client's belongings as soon as possible.
  
  Regarding the charges, we always charge based on the actual items transported. Our team worked closely with the client to ensure an accurate estimate, but its important for clients to provide a complete inventory to avoid any confusion. This client was charged for the items she had had us transport for her. We are committed to transparency and customer satisfaction, and we appreciate the opportunity to clarify any misunderstandings. Our goal is to serve our clients with integrity and care, making their moving experience a positive one. Thank you for highlighting our dedication to quality service!

  Customer response

  09/21/2024

   
  Complaint: 22281947
  
  I am rejecting this response because it does not address the issue of us having to wait over two months to obtain our possessions when we specifically stated that our desired delivery date is early August. Furthermore, this business alternately told me our items are on the way and then said they were not week after week. I still have not received our possessions, and after months of pleading with them to deliver our items, they now say they are on the way and that they are charging me an additional $549 for storage. I never asked them to store my possessions- I only wanted them delivered. I suspect their business model is to hold on to people's items to make them desperate to receive them so that they can extort additional payment from their customers at the time of delivery. Two days ago ****** from ************* stated that our final amount owed is $1887.36 at time of delivery, and the next day she stated that it would be $549 more. In both conversations she interrupted me, raised her voice, and refused to listen. This has been absolutely the worst experience with a company that I have had in my entire life. 
  
  Sincerely,
  
  ******* Nation

  

  Business response

  10/02/2024

  ******* has received goods 

  Customer response

  10/09/2024

   
  Complaint: 22281947
  
  I am rejecting this response because my goods were delivered two months late, many of the goods arrived damaged including a desk and entertainment center which were clearly left in standing water, and boxes of books and dry goods which were water damaged and beginning to mold. In addition, I was not compensated for the contracted delay rate, AND I was charged $549 extra for storage, even though I never wanted my items to be stored and was eagerly awaiting them in early August.
  
  Sincerely,
  
  ******* Nation

  

  Business response

  10/24/2024

  We apologize for any inconvenience during your move. We have a claims department and we can provide  you the information so a claim may be submitted.  The company completes the delivery according  to the customer FAD First Day of availability. We have spoke with the shipper and explained the process of delivery and an email For claims be sent. 

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