ComplaintsforNational Movers

• Initial Complaint

  01/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have never in my life experienced anything like this as a customer. DESPICABLE COMPANY. I will start with my furniture pickup. The time for my moving day was not ever confirmed. The experience was overall good but I did have a few things that I wanted to alert the company about afterwards- more of just a heads up. Mainly that the lead on my project shared with me he had just started that day after applying over the weekend- no background check or anything, which he laughed about. I did so via email and had to request a RESPONSE and was treated with defensiveness and was more or less called a liar. I was completely taken aback; shocked in fact. It all went downhill from there. I was being punished. I was storing my belongings in their warehouse and all of a sudden was told I now owed 60 more per month. I inquired about a copy of my inventory list 3x after my first move and was completely ignored. I became so concerned that everything I owned was in this place- I felt uneasy and that my stuff was unsafe. When I provided a move date for furniture delivery 3 months later, I was never acknowledged and then ghosted for over a month when I would inquire about a plan. Finally I heard something. I honestly thought I would never see my stuff again and was a day away from filing a local police report. When my furniture finally arrived, I had severe damage to all of my bedroom furniture (which was expensive). In fact there wasnt a piece of furniture that didnt have some form of damage to it. EVERY single box was either squished, tattered or torn. I had so many broken items, especially dishes and things that couldnt be replaced. A tv was missing. My bed was missing the hardware so couldnt be put together. I could go on and on about the damage and every little negative thing that I experienced throughout this move but will stop at this. Please also know this was an almost 10k move.

  Business response

  02/12/2024

  This customer was picked up on *********.  We have tried everything we could do to accommodate this customer.  Her damage claim was processed.  On Oct 15, 2021 the customer was sent an email with an offer and asking the customer to call us as we where having difficulty reaching her.  We have not heard from her until now which is 2 years after the move date. 

• Initial Complaint

  12/22/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Hired National Movers to move our furniture and household goods to *******. From the beginning, they were problems. They stored our furniture for 4 months, and would not allow us to see where it was stored. Paperwork was problematic, and some was even unsigned when we received it. When we did receive our belongings, it was unbelievable. Furniture was damaged and dropped from the moving truck, boxes were damaged, boxes and items are missing, etc. We went to ******** at the ***************** location in ******** (their address on all paperwork and also on their now defunct website) to see our furniture being loaded for the move to *******. Found out they had not been at that location in many months. We were unable to locate them. We have filed claims with them, but have not heard anything since we filed the claim almost three months ago. Owner has changed the company name with the Secretary of State 5 times since 2009, most recently in November 2023. Was told by ****** (office manager?) that the owner had a bad temper, and it would not be good if he were to talk with us. Very Scary. We estimate damages to be about $11,000.00 to $12,000. We were offered (on their paperwork) that we would get one month of free storage, and that did not happen. Paid extra for special crating on two items, and did not get that (they used a moving blanket and cardboard). We have asked for their arbitration / mediation process, required by the US ********** of *************** They will not provide that. Their moving truck did not say National Movers, but said National Relocation. Same address as National Movers. The new name is *****************. Stay away at all costs. Our complaint is SO similar to some other complaints we have read. We are filing legal action against them. Also, their Registered Agent address (the owner is the Registered Agent with the ****************) is a PO Box at a *** location.

• Initial Complaint

  09/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Thursday 9/1/2023, I requested trucking company bids online. I was contacted by a many, then a man named **** with National Movers. I explained I need the furniture for my 86 year old in-laws, there was a stroke in the family. He assured me he had people ready to pick it up right away and get it here early the following week. I have all the text messages. He then upsold me to $3800, no big deal. It is now 9/8/23 and no delivery yet, wont return phone calls. Dont let them tell you the do not promise delivery, **** sold me on the fast delivery, we I called to complain they said the truck broke down, I have every text from **** never mentioning a broken down truck. We were last told the truck is in ********. Not where in ******** or a definite day. Still waiting for my 86 year old in-**************. My father in law has stage 4 cancer as well, we dont need any additional stress. Just do your job! ********************* I paid in full a week ago.amazing

  Business response

  09/12/2023

  ********************* signed a contract at pick up on 9-1-23 that stated our guaranteed delivery date which he did not pay for as stated in attachment 1.

  We did try to accommodate *************** with his delivery.  This was our first conversation when we thought the truck was going to make the delivery as requested

  09/03/2023 10:18:25 AM
  *********;  I let **** know that the truck is either driving tomorrow or Tuesday 

  Unfortunately our truck did break dow,  We id have several discussions with ************** and *****************  We did inform ************** of the truck issues and his response to us was: 

  09/03/2023 11:06:56 AM
  *********;  Customer called and said that delivery no big deal. He just wants to make sure whey they guys arrive they are delivering to two old people and want to make sure the delivery goes well. They will be able to back right up and there`s an elevator also. 

  Unfortunately on top of the truck issues our office staff suffered a death in the family and had to be out of the office for several days.  During that time we received the following messages:

  Dear National Movers Inc,
  You have a new voice message:
  From: ********************* **************
  Received: Saturday, September 09, 2023 at 2:56 PM
  Length: 00:36
  To: ************** National Movers Inc
  Voicemail Preview:
  "It is me again, ********************* in *********** waiting on furniture from my 86 year old father in law who has stage 4 bones answer. Nobody seems to care about anybody anymore. I cannot even tell you the frustration I have with whoever your salesperson ***** is. I will be in Georgia next week. I will be filing a suit against you. I just filed a b b b worst ******* customer service I have ever had. You got any *****, call me back."
  
  Voice Message
  
  
  
  Dear National Movers Inc,
  You have a new voice message:
  From: ********************* **************
  Received: Saturday, September 09, 2023 at 2:56 PM
  Length: 00:36
  To: ************** National Movers Inc
  Voicemail Preview:
  "It is me again, ********************* in *********** waiting on furniture from my 86 year old father in law who has stage 4 bones answer. Nobody seems to care about anybody anymore. I cannot even tell you the frustration I have with whoever your salesperson ***** is. I will be in Georgia next week. I will be filing a suit against you. I just filed a b b b worst ******* customer service I have ever had. You got any *****, call me back."
  

  ******************** items have been delivered.

   

   

   

  Customer response

  09/12/2023

   
  Complaint: 20578587
  
  I am rejecting this response because:

  Conversation per **** on text, Me-Delivery on Sunday upstairs to the apartment. Yes, additional fee's, no addition moving fees! He said they would move everything up stairs at no addition fee even if the had to carry some items up the stairs. They are brokers who hired an outside firm, which charged me additional money to move the furniture upstairs. Dispatch number for the broker is **************. They charged me $200 and informed me they did not have a break down .I have all his text as well.

  **** and National Movers are commissioned broker's who don't care about anything but selling and upselling, and lying. I also have a message from my sister in law stating **** said they were headed to me Monday?

  Nothing but lies.......read thier reviews, and other BBB COMPLAINTS. Terrible company and staff, movers beware. I will bring my case to small claims.

  
  I should have read reviews and BBB complaints, but my father in law has stage 4 bone cancer. we all didn't need this extra drama.
  Sincerely,
  
  *********************

  Business response

  09/12/2023

  Per your contract we discussed earlier the guaranteed delivery

  Attached is the copy of your contract regarding stairs, and delivery agents.  The stairs information was on the estimate sent you that you authorized.

  Customer response

  09/13/2023

   
  Complaint: 20578587
  
  I am rejecting this response because: **** actually had the stuff pick up before the contract was signed. Again, all because it was needed the first of the week. **** ask me sign the document for his boss while I was out of town and on a boat. **** tells nothing but lies. I was told no up charges and its all in my text messages. I'm more than sure you have a cover your **** piece of paper for everything. you all are terrible, again read the reviews and prior BBB complaints. you charged me a deposit before pick up and again before delivery. I have the bank receipts. you can never convince me you all operate a good business. Attorney General next.
  
  Sincerely,
  
  *********************

  Customer response

  09/14/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

  Business response

  09/27/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

• Initial Complaint

  05/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 22, 2023, I contacted National Movers to set up a move for my daughters furniture from ********** to ***********, *******. I paid $3470.29 by credit card on that date. I was sent a Bill of Lading and another document to sign and did not sign either document because my daughters moving plans changed. On Monday, April 25, I sent an e mail requesting a full refund (clearly within the 72-hour cancellation window for a full refund without penalty (according to DOT regulations). I received a voice mail on April 28 saying a refund would be made within 48 hours but it has now been 7 days since that call. I also received an e mail from ***** (who completed the original transaction) saying she would initiate my refund. Any help you could give me with this issue would greatly appreciated.*************************

  Business response

  06/23/2023

  This complaint has been resolved with the customer and she is no longer due a refund

• Initial Complaint

  08/29/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I hired National Movers to move from *******, ** to *************, ** on June 27th, 2022 because they verbally promised they'd be able to deliver our stuff within 10 days. We wouldn't have hired them otherwise but they lured us in with a low price & a false promise of an early delivery date. The original binding quote was for $3355.46, but upon arrival, the business owner, ****, insisted on up-charging to $4202.52 for additional packaging ($125), fuel surcharges ($299.52), and a long carry ($450) for longer than 75 ft carry to and from the apartment despite the trucking being literally outside the elevator which the driver, *****, admitted was unfortunately a common occurrence regardless of actual distance. The business owner and ***** ignored my calls and threatened to not pick up my stuff and leave if I didn't accept the new price within 5 minutes. Not only is this terrible business practices, this is a direct violation of my rights specified by the ******************************************* which states that "Charges for services required as a result of impracticable operations are due at delivery, but may not exceed 15 percent of all other charges due at delivery". We were up-charged by 25% at pick up and then at delivery, we were up-charged for an additional $150 for long carry, a total of 30% above the original binding quote.The pick up date was supposed to be 7/21/2022 and the drop off window was 7/26-7/31/22. The operations manager, *********************, avoided 20+ calls during the delivery window without a status update on where the driver was because she didn't actually have one. We were ignored until my girlfriend's dad physically visit their office to confront them. Eventually our stuff was deliver on 8/12/22 but with damaged property. ***** was unresponsive for how to submit a claim for reimbursement for damaged goods.I would like to be refunded the additional 30% upcharge ($997.06) and reimbursed for the $300 TV stand. DOT# ******** MC# ******

  Business response

  03/10/2023

  We never promise a specified delivery date, unless the customer pays for a guaranteed delivery date.  There are too many variables that can affect delivery (weather, traffic, or equipment failure).  What we tell the customer is that we will strive to get to you in the allotted time frame you requested, but it is not guaranteed.  We picked ******** up on       7-21-22 going from *******, ** to *************, **.  This is a distance of **** miles.  According to the estimate the customer signed:
  For delivery please allow the following time frame for delivery:
  Moves within 500 miles 1 to 7 business days,
  Moves within 750 miles 1 to 10 business days,
  Moves within **** miles 2 to 14 business days,
  Moves within **** miles 2 to 14 business days,
  Moves over **** miles 3 to 30 business days
  We did strive to get the customers delivery in the time frame he requested but unfortunately we could not make the 10-day time frame. The customer received delivery on 8-12-22, which was within the time frame the customer agreed to.  
  At pickup the customer had additional items, which accounted for the additional charges for packaging and fuel charges.  Fuel charges are always added separately.  At pickup the driver will inform the customer they have additional items, which takes up more space on the truck and cost more money.  When the customer is told of the additional charges he is given the opportunity to not ship the additional items, or to pay the difference. 
  According the estimate the customer signed it is spelled out about the about the additional charges for packing of fragile items, the additional charges for stairs, long carry charges, and shuttle services.
  The customer has been compensated for this move and the file has been closed.

  
  Your Professional Moving Estimate does not Include
  If you let your salesperson know beforehand we can give you a rate for the following services.
  Packing of fragile items (such as TVs, Mirrors, Pictures, Mattresses and Glass/Marble items)
  Full packing: Any additional packing services needed or requested outside of the original estimate, will incur additional charges
  ************* flight (7 steps) is included - each additional flight will be charged per flight
  Long carry: First 75 Feet are included - additional will be charged according to the distance (minimum $350.00)
  Shuttle service: If semi-trailer cannot get reasonably close to building or house for loading/unloading, a shuttle truck may be required. A shuttle truck will be used at a rate determined based on the truck size and destination city.
         Electronic Signature:
         Please review all the your order of service and confirm the order details are correct.
        
  
  Document Emailed On: Monday, 06/27/2022 10:27:56 AM (ET)
  Document Signature Name: *****************
  Document Signature Email: **********************
  Document Signature Date: Monday, 06/27/2022 10:28:35 AM (ET)
  Document Signature IP Address: 157.191.44.2
  Internet Browser: Chrome
  ------------------------------------------------------------------------------------
  
  
  Binding Moving Estimate NR589342
  
  PICK-UP INFORMATION DELIVERY INFORMATION
  
   Customer Name  ********************;  Customer Name  ********************;
   Address  ***************************************;  Apt: 702  Address  *************   Apt: 407
   City/State/Zip  *******, ** 30308  City/State/Zip  *************, ** 94103
   Contact Phone  ************   Contact Phone
   Cell Phone  Cell Phone
   Customer Email  *******************************************************************;
  
  

• Initial Complaint

  05/23/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We contracted them to move our belongings from ****** to *********. We paid the first and second deposits with our debit card. The remaining balance was due to the time of delivery. The contract stated that the final balance was to be paid by cash or money order. At the last minute, they informed us that they would not accept cash citing they did not want the driver to carry that much cash. We argued and they agreed to accept cash so we paid the driver $2,800.00 in cash at the time of delivery which was April 18, 2022. We found out the next day that they charged our debit card for $2,802.74 as well. We called them and spoke to **** Avi who verbally confirmed that they double charged us and that they would refund the $2,802.74 on our debit card as soon as they received the money. (It appears they use a third party called Gateway Transactions to process payments) According to our bank, the payment of $2,802.74 cleared our bank account of April 19, 2022. We called them several times for the update. They send us 2 emails on April 26, 2022 asking us to be patient and that they are working on it. Since then, we can called and emailed several times. They will not answer out calls (I'm sure they are screening) and will not return our voice mail messages or emails. They were overpaid by $2,800.00 and we want a refund.

  Business response

  03/06/2023

  This complaint is resolved as we did refund the customer his money.

  Customer response

  03/07/2023

   
  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,
  
  Minaco Sakai

• Initial Complaint

  02/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I would like to file official complaint against the moving company; National Movers, Licensed DOT#******** MC# ******. the company is located out of ********, **. The owner of the company (****), came on-site to my home, to do a walk through and taken pictures of all items for the move, he walked through every inch of my home and noted all items to be transported. I received a quote.- movers were on schedule to start loading on Oct 7th. They started loading around 1:00pm. At approx 6:00pm, the driver advise- truck is not big enough, will need to get a larger truck, over 65% my items were already loaded on the truck. the drivers left with a half loaded truck. I received a call from moving company (*****) on the Oct 8th, she advise in order to finish the move, they would need additional money ($1,994) in order to return to my home and complete the loading. I was shocked and felt the moving company was holding my belongings at hostage until I paid more money. In order to complete the move, I had to pay the additional funds. A second incident, the movers arrived at my final destination on Oct 14th- 3 days later that the agreed delivery time. Prior to the driver arriving at my new home, a strange car pulled on the side of my home and advise he was hired through ******** list) by moving company to help unload my items. On-site- we had the driver and 1 guy who was hired to help unload. In order to get my items off the truck- my husband had to help unload. I was not comfortable having random un-bedded folks unloading and entering my home. Even more troubling when the driver arrived at my final destination, he was driving the same truck which the moving company indicated - was not large enough home. and demanded they load a larger truck for more money. This company did not even hired enough workers to help with unloaded my belongings. The moving company did not have the correct equipment to unload large furniture. Total cost of move $8,391.

  Business response

  03/06/2023

  This customer was compensated for the damages that occurred with her move, and closed.

  Business response

  03/08/2023

  The reason the customer was charged extra was for the additional items she shipped.  These items were in addition to the original quote given.

  Customer response

  03/14/2023

   
  Complaint: 16784444
  
  I am rejecting this response because the moving company National Movers is not telling the truth.  A rep from National Movers (****) came on-site prior to the move to take pictures and provide a quote.  Homeowners did not pack any additional items.  When moving company arrived on-site to start loading the truck, they said we need a larger truck. They left and cam back the next day with the same truck.  They loaded the rest of our items on the truck.  When they arrived at our new home in ******** they had all our items loaded on the same truck which they indicated in ******* was not large enough.  On the p/u stage of the move, other loaders indicated to home owners they had to come back a second day because the previous loading team did not load correctly. According to the moving company they would only come back to finish loading , but we had to pay  additional .$1,800.00 .  We had to pay the additional $1,800 .00 because they had half of our household items,  they were holding our furniture hostage in order to get the extra money.  This industry has been knew for unfair practices.  *********** was very deceptive and not telling the truth about homeowners having extra boxes.  I hope no consumer ever uses the service of National Movers,  big scam, I stand behind by formal complaint.
  
  
  ***********************

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

  Business response

  03/15/2023

  According to our signed paperwork there were extra items shipped and that was why there were additional charges.

  Customer response

  03/15/2023

   
  Complaint: 16784444
  
  I am rejecting this response, the response is not true via the moving company. I have all paperwork regarding this move. My response is as follows:

   rejecting this response because the moving company National Movers is not telling the truth.  A rep from National Movers (****) came on-site prior to the move to take pictures and provide a quote.  Homeowners did not pack any additional items.  When moving company arrived on-site to start loading the truck, they said we need a larger truck. They left and came back the next day with the same truck.  They loaded the rest of our items on the truck.  When they arrived at our new home in ******** they had all our items loaded on the same truck which they indicated in ******* was not large enough.  On the p/u stage of the move, other loaders indicated to home owners they had to come back a second day because the previous loading team did not load correctly. According to the moving company they would only come back to finish loading , but we had to pay  additional .$1,800.00 .  We had to pay the additional $1,800 .00 because they had half of our household items,  they were holding our furniture hostage in order to get the extra money.  This industry has been knew for unfair practices.  *********** was very deceptive and not telling the truth about homeowners having extra boxes.  I hope no consumer ever uses the service of National Movers,  big scam, I stand behind by formal complaint.

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

*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. ↩