ComplaintsforTrusted Moving and Storage LLC

• Initial Complaint

  03/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had retained this company initially to do my move out interstate from ******* to *******. I informed them initially approximately and I was given initial estimate of $1800 total to which I paid over $800 as a deposit. Pack out was to be a month later With dates given in the contract. They indicated that they were going to have a quality assurance and if they needed to revise the contract at that time that. They did a quality review and at that time they identified for a second time the large items, and I initially sent them over what I considered the large items, and during the phone calls with them I indicated I had a motorcycle. I had to figure out how to wait to transport my motorcycles, and they said That , they had the ability to transport a motorcycle and identified that it was a Harley ******** glide and how much would it be for them to transport the motorcycle and I was told $400. Knowing how much it would be, and how much it cost for the motorcycle to come up from ******* to Georgia that seemed a reasonable price for Transport to transport a motorcycle. the total cost at that time went up from $1800 to approximately $4000 and I had to pay another $1200 deposit which I went ahead and did but at this time they had identified the large items both through an email and through a phone conversation. Come to find out the moving gate. The people wanted me to do it a day before and I couldnt do that and so the following day when it was on the day of the move-in they come in and say that they didnt want $8000 and this is before they even Did any of the moving the packaging or anything like that claiming that they didnt know they had to pack my items. Then, physically packing any of my items was not on the order. The truck they rented from Enterprise did not meet the ability to transport the motorcycle nor did they have the staff to do the packing and move out and they left without doing any work. Photos are available but too lrg to upload

  Business response

  03/29/2024

  ************* was the carrier assigned to this job. NOTHINS was packed and ready to go as the contract clearly states packing is an extra cost. It is found in the what's not included section of the signed contract. Also their was no public loading dock to safely load the items that the carrier would be liable for. The customer continued to hang up on our customer service rep and would only speak with the carrier at this point in the on-site issue. Customer had additional items and space to be taken up on the original estimate and needed complete packing services. Customer was offered the options to pack everything or stick with the original items but refused and said it had to be done right than and there with everything. Due to cleaners coming the next day...

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As a broker for moving services, they failed to render service at all points and ultimately defrauded me by taking my money and blocking my phone number. This is a company engaged in fraudulent activity and on 1/5/24 they stole $1245 from me as part of a deposit. They did this by luring me in with a low price which used a false and highly manipulated volume based on the inventory I provided. They later claimed that due to a system issue that the two different states designated as drop off locations were not registered hence the pricing must go up - even though I have screenshots from their employee indicating it in the system notes that there are two drop offs. The inventory started at 300 cubic ft, then after I mentioned I have a rug the ** manager "***********************" bumped it to 500 cubic ft and significantly increased the estimate cost. I told him to remove it and he brought it back down to 400 cubic ft. Once I told ******* about the weight bumping (going from 300 to 400 with no inventory change), he panicked and started blaming the system. The moving company, IQ Moving, contacted me to validate scheduling. I spoke to them multiple times and we went through inventory - they notified me that the volume estimates were way off. I also Facetimed with the actual mover scheduled and he told me that Trusted Moving and Storage lowballed me and lured me in. ******* started calling me regularly and harassing me for an additional $302 saying that is part of the new deposit and requested it be paid via Venmo or Zelle (two non reversible methods). No mover actually showed up on moving day and by this point this broker had blocked my phone number. Your emails to them will also get blocked, and they will blame the "system". The *** website highlights the complaints against this company, and I am confident the 5-star BBB reviews for this company are largely fake. I have emails, texts, voicemail and contracts outlining the fraud and harassment.

  Business response

  03/29/2024

  Customer had significantly more items than originally disclosed on his initial estimate. The customer never signed the updated paperwork and we were calling him to do so which he refused the revision, when the carrier contacted him they had the initial contract which showed less items than initially disclosed. So of course it was way off. ******* tried repeatedly to have the customer sign and finalize everything but customer would not answer or update, So the carrier was waiting for the updated paperwork which never came. 

  Customer response

  04/01/2024

   
  Complaint: 21407997
  
  I am rejecting this response because: This is a standard lie provided by Trusted Moving and Storage LLC  - there was no change in inventory at any point. I have attached both the first and last estimate.  "*******" attempted to harass me into giving him and this fraud operation more money as evidenced by the voicemail. The carrier spoke on the phone with me and let me know this broker obviously provided a low estimate to get my deposit, and also informed me that this broker wasted their time and money. 

  Trusted Moving and Storage is NOT to be TRUSTED. There is a reason they have over 50 complaints within the *** website. The reviews on BBB are obviously fake and I've reached out to BBB to take action. This scam operation is stealing money from vulnerable individuals, nothing short of disgusting. This company, specifically ************** ***********************************, has committed a felony by stealing my money. If I do not get my money back within this week, I am pursuing legal recourse. If I need to spend more money to put this entire crew in jail, I am happy to do that. You have harmed enough people and created enough victims in life - you belong behind bars. Society does not need people like you running amok. 

  Business response

  04/03/2024

  THESE are the 2 separate SIGNED estimates, one for 300CF and the other for 400cubic feet. There is a difference in the amount. The recent claims by this individual have no been sent to our attorney as the slanderous and damaging comments are now on public records. This is the last response on a public forum I will be responding to with this individual as our legal team had advised. ******************************** can be contacted for any further correspondence. 

  Publishing false and defamatory claims made by a lying customer, as it was just proven with my attachments will also hold any publishing site accountable as well.

   

  That customer provided an email not a signed estimate and purposely lied.

  Customer response

  04/04/2024

   
  Complaint: 21407997
  
  I am rejecting this response because:

  I am in touch with other victims from whom youve stolen, *****. The *** complaints, BBB complaints and the information above speak for themselves.You harass and intimidate vulnerable individuals to commit theft. 

  Stop wasting peoples time and money. Society doesnt have room for you.

• Initial Complaint

  03/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was doing an across country move and hired them for the work. I told them I had a 10x30 storage unit with my household goods that needed moved from **** to **************. They stated that 600 cubic feet would be appropriate and gave me an estimate of $3400, which I accepted. They contacted me a week prior to the move to go over details and thats when they told me that 600 cubic feet was not appropriate and that I actually need more than double that, which in turn doubles my price. I was not happy with this and requested a cancellation which meant the forfeiture of my $1300 deposit since it was within ten days of the move according to their policy. They conveniently wait to call you until within ten days. They did offer to charge me for 800 cubic feet and send a whole truck for my shipment at a higher rate. After talking with customer service it was discovered that even though they were sending a whole truck, I would be charged for anything over 800 cubic feet. When I try to get information in writing about any of this they are very discreet with how they say things. I ended up completely cancelling and forfeiting my $1300 and went with a local company. Id like to add that before I signed with them, I was looking at several companies and ***** from their company texted and said he was a co-owner and gave me a $500 discount. Because my load would be on a truck with a military families load. That is the reason I chose them. Well no one could find any record of this discount and ***** turned out just be a sales person and not an owner. He knew what to say to get me to commit. When trying to contact ***** now, my number is blocked. Interesting. Long story short, dont trust this scam company but if you do, get every single bit in writing. Their response to complaints is we cant go by what people say.

  Business response

  03/29/2024

  Your discount is on the estimate in which you signed sir. **** the price of jobs are dictated by space and cubic feet which you previously mentioned, The carrier utilizes trucks with multiple loads and customers pay for the price of how much space is taken up. Yes an empty truck is brought to the job site and whatever amount of cubic feet is taken up, is the final cost. 

• Initial Complaint

  03/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The moving company was very unprofessional, the communication was not at all. Sent me email confirmations with no attachments of my paperwork. I lost all my winter clothes, broken tvs picture frames kitchen platter that was my grandmothers. A desk missing. The man came at the end of September I moved in July. He arrived at 10 pm alone grateful I had someone there to help gave me no paperwork had no explanation for where my stuff was. Have to tried to contact them for months. No call back they just disappeared. I didnt only loose material I lost memories.

  Business response

  03/06/2024

  Hey ********,

  I just tried looking up your name, phone number and email. None of which are in our system. Can you please provide a job number or the name on file for this move. It sounds like you have an issue with the carrier assigned to your job, we are a licensed broker. You have insurance claims that can be filed. In order to do so I would need the information for our customer service team to contact you!

  Customer response

  03/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

  Customer response

  03/11/2024

  Why is the complaint satisfied 

  Customer response

  03/13/2024

   
  Complaint: 21389618
  
  I am rejecting this response because:

  I did not reach a resolution with the company. They are still not answering the phone or returning any of my calls for the past 6 months. I have reached out to the carrier and the claims department. Unfortunately, they keep telling me to file my claim I need a copy of the bill of landing which was supposed to be provided at the time of moving me into my new home but they did not provide this to me. I contacted the carrier and the secretary for the company that oversees all the contractors has been trying to assist me with getting the document but she has been unsuccessful in getting the bill of landing either. We have been trying to reach Trusted Moving and they do not answer the phone and do not return any of the calls and messages that we have left. The *** claims department will not allow me to process the claim without this paperwork. So I am stuck 6 months later in the same spot and I am very frustrated. This is why I am reaching out to you at the BBB. I have over ***** dollars of damaged and missing items from my move and I want to recover these losses. It is not fair that I can not get a copy of the paperwork because I have spent over $3,000 to have this company move me and now I have no items, damaged items and no way to put a claim in against this company. How can they get away with not providing paperwork for a service I already paid for. I have done research and at this point this is the only other option I have found that might be able to help me bring a close to this nightmare. My contact info is: 

  
  

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

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

  ********, ** 11713

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

  My Move number with Trusted Moving is bill of landing # ******* and I just need a copy of my bill of Landing from my move from ******* to ** in September 2023.

  
  
  

  Business response

  03/13/2024

  Ma'am, today at 12:30pm EST you spoke with ****** in ***************** You have been provided with the claims information for the carrier. You informed out customer service department that ******************** would be handling this? I am not sure if you understand how filing a claim works, call back into customer service, speak with ******, it is not hard to access your BOL for your claims filing. Now that i see your name is *************************** i can see your file, which is all i was asking for previously, we can carry on here if you would like, or you can call into **************** and get the information needed to file your claim. 

  Customer response

  03/15/2024

   
  Complaint: 21389618
  
  I am rejecting this response because:

  I know that you have reached out to ****** from customer service regarding my claim and said that it is easy to get a copy of my paperwork. The problem I am facing is not with ****** from customer service it is with the actual company. ****** works for the broker who contracts the moving companies based on job needs. The problem I am having is that I actually have to speak to the carrier at Trusted Moving and that is ***********************. ****** is not able to provide the *** because she is not a direct employee of the company. She has been trying to assist me in getting the paperwork from the company and has also been unsuccessful. I tried to go through the company and have not gotten any help or response in the past 6 months. I also tried to go directly through the claims company with **** at **************** but they will not process any claims without the copy of the Bill of Landing. I have tried all available options and cannot proceed because of the paperwork. I am so frustrated that I can not get the paperwork...... ****** at the broker's office who is supposed to be the customer service contact cannot get the paperwork and I can not get assistance from the claims department. So I am the one at a loss here all the way around because I cant get anyone to help me actually obtain a copy of my *** and the carrier is unresponsive for the past 6 months. I should not have to be at a loss because the company is avoiding taking responsibility for their mistakes. I just need to find a way to get my paperwork to file my claim and this would all be over. If there is anyway you can provide me with assistance I would greatly appreciate the help. Thank you for your time and hard work trying to resolve this matter.

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

• Initial Complaint

  03/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Paid a deposit on moving bid. One of the owners that contacted me expressed several times that my refund was 100% refundable. I contacted them when I was going to move locally instead of long-distance and I was blocked from the email that I had been in contact with. I then contacted company by phone and was given the contact number for another owner ****. I later canceled the move with **** and he said that he would have the job cancelled and a refund check maliled out. I called this morning to all numbers only to find that my number has been blocked. When my boyfriend calls they answer stating to email ******************************** This is the same email that I send my cancellation request to along with the call with ****. I believe there has to be something wrong when a company puts that much effort into blocking a number from all of its available phone numbers, even though they have been patient and gave the company the benefit of the doubt that they were an honest moving company.

  Business response

  03/06/2024

  customer had an intial interstate move scheduled, then called in requesting to change the dates and make it a local move at a later date. The initial move date would put that customer outside of their cancellation window. Refunds are for 50% if cancelling within the proper window which they are outside of.

  Customer response

  03/06/2024

   
  Complaint: 21387301
  
  I am rejecting this response because:

  When calling and speaking on the phone with ***************************** before he blocked my number,which is so unprofessional and omits guilt, I asked him if he provided local moves, he said yes and just to call him when I had a moving date which I expressed that it would still be in April but I didnt have a concrete date as we were closing on a house. He continued to say just to call back and never sent over a new estimate for the move or any contract. After more thought and knowing I had to move within selling my current house within ***** hrs., I knew that a floating reservation wouldn't work, which is what my estimate was for. I then reached out to ***************************** again, he never said you would lose your deposit that was promised multiple times that it was 100% refundable, all he said was, to email me that you requested to cancel, which I did. A few days later after no response, I called, and he was supposedly in front of a computer and said that he found my email for the request for cancelation in his junk folder. He then stated that he had my move estimate canceled and was sending me a check on Friday, as that was the day his company sent out refund checks. He did not once say, you would not receive a refund or any penalty for canceling.I was also in the cancelation period as I requested to cancel at least 30 days out from the estimated moving date as there was never a set moving date yet. It is obvious that this is a scam that has been going on for far too long, and it is unbelievable that the government has yet to get involved and stop this. I can't imagine how many seniors, military, or just plain old innocent individuals have been victims of this scam. I will not let this go. The money is part of the reason I will not let this go, but the fact is that if I do nothing, he will continue to steal from innocent people. 
  
  Sincerely,
  
  *****************************

  Business response

  03/11/2024

  Cancellation is to be made within 10 business days of FIRST available pickup date. What your saying is simply not true. You changed your move from an inter state move, to a local move without a clear pickup date for the local move. This was AFTER you booked a long distance move leaving the state. Cancellation also states that an individual will receive a 50% refund of deposit. Even though you are cancelling OUTSIDE of the original pickup date requested, we will send a 50% refund check of the deposit to settle this issue. Please email info@trustedmovingandstorage,com confirmation of your address for your 50% refund check to be mailed to. 

  Customer response

  03/19/2024

   
  Complaint: 21387301
  
  I am rejecting this response because: I emailed the company providing my details to send half of my deposit which would only be $600 of the $1200 sent to them, and they never sent a check.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted trusted moving in storage and to get a quote because were moving across the country. They quoted me $1554 for 80% of a semi trailer going to ********. Well we figured out that the 1554 was only for like 200 ft. which is not even my entire bathroom so we decided to cancel them. I requested a refund for our deposit and they only give you a 50% deposit which we didnt know until we went to cancel and now I cant get a hold of them to see where my 50% refund for the deposit is. Ive been trying to get in contact with **** for over a week now and every time I try to call the customer service number or the 800 number my number is blocked and I am not able to reach them. Not to mention **** was very rude and stated that I did not make the deposit when I actually did. I provided screenshots.

  Business response

  02/28/2024

  customer booked for a partial fill of a truck at 286 cubic feet up space leaving 80 of the truck open to fill. When customer had more space than initially stated to us the price would increase. We had issues identifying the method of payment but it was confirmed but the customer was outside of the cancelation window and did not want to stick with the initial estimate. 

  Customer response

  02/29/2024

   
  Complaint: 21320375
  
  I am rejecting this response because: I was told by not 1 but 2 reps that we would be receiving 80% of a semi trailer to be able to use. If you pulled the calls you would hear ***** and **** both state that 
  
  Sincerely,
  
  *************************

  Business response

  03/04/2024

  customer booked for a partial fill of a truck at 286 cubic feet up space leaving 80 of the truck open to fill. When customer had more space than initially stated to us the price would increase. We had issues identifying the method of payment but it was confirmed but the customer was outside of the cancelation window and did not want to stick with the initial estimate. 

  Customer response

  03/04/2024

   
  Complaint: 21320375
  
  I am rejecting this response because: I was told as long as I cancelled 10 business days prior we would receive a refund. **** stated that in his emails as well that we would receive at least a 50% refund. Now Im unable to get ahold of anyone to see whats going on as they have blocked myself and my husband and not returned any messages.  I have a feeling that we have been scammed and Im going to be contacting an attorney. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 9, 2024, I paid a $600 deposit, half of the total cost, to have my home belongings to be shipped from *********** to ****** on January23, 2024. I contacted the company on January 22, 2024 because I was not provided with an arrival time only to discover my number was blocked, and the email address I was provided, undeliverable. I called from my daughter's phone, was able to speak with someone, and I provided the documents to confirm payment. I was told the refund would be mailed January 26th, 2024. I'm still waiting. Called again and my daughter's number was blocked. Call from my granddaughters phone and was told to email the managers for a status of my refund. That email address is invalid too. Now that number is blocked. Called from a friend's phone, was placed on hold, they disconnected the call, and now that number is blocked. I would like my refund, as promised.

  Business response

  02/28/2024

  please provide the job number for this job. As the name is not on file.

  Customer response

  02/29/2024

   
  Complaint: 21287464
  
  I am rejecting this response because: I don't have a job number. I paid the deposit and there was never any follow up after the money was taken from my account. Surely you have my info, as you called my bank to verify the money was withdrawn from my account. In addition,  I provided the original email with the estimate, and the front and back of the check that was cashed. ****** advised me the refund would be mailed on January 26, 2024 as you all only mailed refunds on Fridays. *****, the initial representative never requested movers for me and all of my numbers have been blocked. I can provide documents after sanitation as my personal and account number is on the documents.
  
  Sincerely,
  
  *************************

  Business response

  03/04/2024

  please email me this correspondence to ********************************

  Customer response

  03/05/2024

  I have sent the documents again as requested.  The attachments show these documents were sent on January 23, 2024. I'm not understanding why you can't find my info when you were able to locate it before,  using my phone number **********. A refund was promised and you also contacted my bank to confirm the funds were taken from my account. Please refund my money as promised. This is causing me a great amount of stress and a great financial burden.

  Customer response

  03/06/2024

   
  Complaint: 21287464
  
  I am rejecting this response because:

  I have sent the documents again as requested.  The attachments show these documents were sent on January 23, 2024. I'm not understanding why you can't find my info when you were able to locate it before,  using my phone number **********

  . A refund was promised and you also contacted my bank to confirm the funds were taken from my account. Please refund my money as promised. This is causing me a great amount of stress and a great financial burden.
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I was looking for a company that could transport my bedroom set from MS to **. This company seemed to be the most reasonable and cost-effective. I paid my deposit of $600.00. I was told they would be back in touch with me last week so that we could discuss further the delivery date. I did not receive a call last week. However, all the numbers and email are no longer working. I am having serious back surgery next week and the individuals were so helpful in wanting to make sure I got my furniture in time. Someone please help.

  Business response

  02/13/2024

  Do you have a job number so I can look into this for you? I am not seeing your name in our system! Please email directly if you would like at *******************************

  Customer response

  03/07/2024

  Good Afternoon, 

  I attempted to email the individual at Trusted Moving and Storage, but never got a response back. Please see attachment.

   

  Thank you.

  Customer response

  03/08/2024

   
  Complaint: 21283031
  
  I am rejecting this response because:

  I attempted to email the individual at Trusted Moving and Storage, but never got a response back. Please see attachment
  
  Sincerely,
  
  *************************

  Business response

  03/19/2024

  Ma'am again....

  Do you have a job number so I can look into this for you? I am not seeing your name in our system! Please email directly if you would like at *******************************

   

  I don't believe you booked with us and I still have not received an email from you.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid $500 in advance to Trusted ********************************************* to help me move from *****, ** to *****, **. The moving Job# S7956072 and my check was cashed by Trusted ********************************************* on Jan 9, ****. Later on I cancelled the move on Jan 22, ****. Trusted ********************************************* confirmed me they will keep my $315 deposit on hold for a year and refund back $185. See communications below. Since then I sent emails and called multiple times both customer service number and *********************************** (customer support) director number. I am not getting any response and still didn't get my $185 refund. Now it looks like they have blocked my number and calls are not getting through their customer service or to *******'s director number. From: *************************** Date: February 8, **** at 1:59:35 PM EST To: ***************************** <**********************************>Cc: ******************************* Subject: Move on Hold Confirmation - S7956072 Hi ******, I still didnt receive my $185 refund. Please verify and confirm when I am going to get the refund,Regards.**** From: ***************************** Sent: Monday, January 22, **** 9:46:24 AM To: *************************** Subject: Move on Hold Confirmation - S7956072 Good morning ****,As per our conversation you have elected to place your move on hold with us. That entails keeping your deposit of $315 on file and estimate pricing intact to up to 12 months of a calendar year. As I have explained, please give us a call with about a week's notice or more to provide your new dates to be put back on the schedule. You have my direct line for any future updates or questions: ************. Also our **************** Line is ************. Management email is ******************************* Best ************************************* **************** ******************** Direct ************ ************

  Business response

  02/13/2024

  Sir you have been in contact with our customer service department and are aware that your partial refund payment has been sent to the address you provided us ***** Why on earth would you write a review on BBB? If you have not received it yet I would suggest leaving the same review on the **** BBB platform. If not you can email me directly at info@trustedmovingandstorage,com   As of right now your move was put on hold as per your request.... 

  Customer response

  02/13/2024

   
  Complaint: 21282187
  
  I am rejecting this response because:

  It has been already 2 weeks and I still didnt receive my refund and I have no official proof/evidence from Trusted Moving and Storage that they actually sent out my refund. Also I have been trying for the last one week to contact them regarding my refund status several times sending emails, calling their customer service number and also ******* direct number but they are not responding back. Extremely suspicious and unprofessional. 
  
  Sincerely,
  ***************************

  Business response

  02/14/2024

  Again, your refund has been mailed out and you have been in contact with CS. If the check for $185.00 does not arrive by this friday, please e-mail me at ******************************* with your venmo handle and I will send the funds directly to you and cancel the check. Genuinely in AWE that this is being discussed on this platform with how much you have already communicated with CS. I am unsure how you would like confirmation that the check has been sent in the mail for $185.00........

  Customer response

  02/18/2024

   
  Complaint: 21282187
  
  I am rejecting this response because:

  Not sure why you are pretending to be in Awe? It has been almost a month that I still didnt get my $185 as of 2/18/24. Last communication I had with your companys customer service was on January 22nd. Since then I have called over 15 times to your customer service number *************) and another 6-7 times ******* direct number *************) but didnt get any response. I also sent couple of emails to your customer service email ********************************* and again didnt get any response. 
  
  
  You can find me in Venmo using my email address: ******************** Given my experience with your company, I would request you refund back my full amount $500, as I dont feel comfortable or have any level of trust working with your company in the future.
  
  Sincerely,
  ***************************

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint is almost a carbon copy of the previous complaints filed here. I was contacted by Trusted Moving and Storage, LLC located in ***************, ******* after replying to an internet site on moving companies. ********************* sent me a text message at 9:52am on 11/13/2023 and gave me an estimate of ******* to ******* to move an approximate bed room amount of furniture. no more than a studio size apartment amount of furniture. In that text ********************* from Trusted Moving and Storage stated that a small deposit which would be completely refunded if anything changes and with the balance due at delivery. I did not want to pay that for a small amount of furniture. I did not reply. He texted me at 9:27am the next morning stating he found a truck that can haul everything down for ****** between 11/27 and 11/30 which was the dates I needed. He the called me at 10:51am. We discussed the move and necessary time frame. I called back twice later that day. He texted me on 11/15/23 at 11:12am stating that this is the last day to get this route. I agreed. Spoke to *************************. He had me send ****** to his Cash App account needed that day. I sent it. I have a confirmed receipt from Cash App ******** was paid 11/15/2023 at 12:39pm. ***** sends email he received it. Then complete silence. My phone number was blocked to ***** and ********. Said number was not in a service area. Called from my son's phone standing next to me. Call went thru. Finally contacted a secretary, said I was not on file. Gave her the contract number .S7955226. Said nothing was booked. Total scam artists. I cancelled the job on 11/30 wanting a refund. ******** refused. Total theft. They would not respond.

  Business response

  02/15/2024

  Please email ******************************* a copy if your paid receipt. I am seeing the job number but I am also seeing that it was never booked. Will be happy to issue a refund to the same cashapp payment was made from. 

  Customer response

  02/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  **** you have the original Cash App payment receipt made to you on 11/15/2023. I will email you the Cash App receipt you received on 11/15/2023 when I sent you the payment.  I expect you to keep your word and I will be sending you a cash app request to you for my ****** deposit. I expect prompt payment from you via cash app just as I had paid you promptly. I will notify BBB when my deposit has been refunded. 
  
  Sincerely,
  
  ***********************

  Customer response

  02/29/2024

  I stated this complaint was resolved only on the basis that Trusted Moving and Storage responded to my complaint stating they acknowledged that no pickup was ever scheduled and that they would return my ******. I sent proof of payment. I have emailed ************************* several times concerning my refund. Absolutely no response from him. I was lied to and deceived again by Trusted Moving and Storage.  I want the status of this complaint to go from resolved to unresolved.

  Customer response

  03/06/2024

  This company needs a class action lawsuit filed against it by the ******* Department that handles moving brokers. You can see that the company says they are going to refund but never do. I have never seen a company with so many complaints and unresolved issues. This company needs to be placed on the BBB scam alert section.

  Business response

  03/29/2024

  customers refund check was mailed out. 

  Customer response

  04/08/2024

   
  Complaint: 21225357
  
  I am rejecting this response because:  I have yet to receive the deposit check. ******************* has never responded to any of my emails. The job was never booked. I do not even know if he has the address to send the refund check. I will inform the BBB once my check for the full amount of my deposit is received and clears. Then I will mark this case as resolved.
  
  Sincerely,
  
  ******************

  Business response

  04/16/2024

  refund check was mailed to

  201 Ash Court
  *****************

   

  If this is wrong please provide the correct address

*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. ↩