ComplaintsforTierOne Movers

• Initial Complaint

  11/04/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This moving company misrepresented their capability to move us from ********** to ************* in May of 2024. After both virtual and in person visits to size up the move, they estimated one of their trucks could take all of our stuff. After picking up the first half of our stuff to assist in staging the house for sale, they came May 8th for the remainder with a smaller truck explaining that the larger truck was not licensed for cross country travel. When it became clear that our stuff would not fit on one truck, they offered a second truck half full load to be shared by another client tbd, but "guaranteed to go within 30 days with pay in advance required. After 30 days and no other clients they asked for another two weeks which we accepted. After that extension and still no other client, instead of honoring their guarantee, they changed tune and wanted paid for a full load or offered transfer to a third party "Muscular Moving Men" partner and a refund of our payment. We chose the third party partner with refund. The third party completed the move without incident, but Move Central never provided the promised partial refund of $8600. After dozens of phone calls and emails with multiple verbal promises to pay from their customer service staff and manager ****** we were literally told a check for our refund was put in the mail in August. After 2 weeks and no check received, we asked for the check number and courier which they could not produce. Next they promised a wire transfer in September. Two weeks later and no transfer, it was promised again, repeat. Mid October I gave them a deadline of 31 Oct 2024 to issue the refund or further methods would begin. No response. You at BBB are our first line of help requested to assist in getting paid what we are owed.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 30th, I booked 3 separate moving days with the company. The first move was for the packing and transport of the items in my garage, outdoor shed, and outdoor furniture, which was booked for Saturday June 22nd. The second and third days booked were for Saturday June 29th and Sunday June 30th. On 6/22 movers arrived as scheduled and worked to load the packed items onto their moving truck. After the items were loaded, a man from "finance" called my cell phone and demanded payment in the form of cash or Zelle for $2000 in addition to the preauthorization amount of $785, which was already paid the day before in exchange for confirmation of my move. He demanded full payment and said that if the final billing amount ended up being less than $2000, the amount would be refunded to me. He said that if I did not pay cash immediately, the driver would be instructed to unload my belongings and to leave the premises. I was then extorted for the money and my items were delivered to the new residence where the ******* had me electronically sign an invoice reflecting that approximately $1370 would be refunded to me at a later, unspecified time. The company then refused to cancel my future moves, repeatedly refused to disclose manager names and contact information, and did not answer the phone when I called throughout the day on 6/22, 6/23, and 6/24.The company misrepresents itself as Move central, while it is actually Tier one, and I did not find this out until my move was already underway. The only reason I used this company was because I have hired them on 5 other occasions .

  Business response

  07/08/2024

  Hello,

  I would like to start off by offering you an apology. I will ensure that ********************* out customer service manager reaches out to you no later than tomorrow. He will ensure you get the best resolution possible. 

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Coordinate my 1 bedroom move with ********************************************** Gave me an estimate of $1400 thats including cash discount rate of $185 p/hr +plus 110 for truck. I confirmed 4x that the rate includes packing which the rep said yes. He didnt mention boxes, paper for wrapping was excluded. No where in the contract list the prices of box, paper or bubble wrap. At the end they told my total was $3,140 the estimate of $1400 increased to ***** and an additional charge of $1340. Completely caught off guard. I told the manager to explain the cost and how many of each where used so I can confirm. He was extremely rude and unprofessional and referred me to my contract. I told him it doesnt list the fees but he refused to help. I didnt not sign off that my goods where received but the manger without my approval charged my cc for $3140 with no explanation, itemized statement or receipt even though I had agreed to cash rate. One of the movers, noticed he put full roll of buddle wrap incorrectly and said he only used a small amount for 3 small items and tried to change it in the system but the manager wouldnt let him. One of the charges that I know is wrong is full bubble wrap roll of $250. I am confident they over charged and their refusal of showing an itemized statement proofs they are a corrupt company. Prices are not listed nor transparent. I called my bank and disputed the charges. I understand payment for services rendered but this fraud.

  Business response

  06/04/2024

  Hello and let me start by apologizing for your experience. I will make sure that ***** our customer service manager has his team reach out to you by tomorrow. He will ensure you get the best resolution possible. 

  Customer response

  06/05/2024

  Shady business practice, shady business response. Received invoice for overtime of hours?? They came at 9 am and left at 4 where is the overtime in the hours in this. The guy was on hold for over 30 min to speak to the manager for final amount. I have to pay for the time they were on hold and extend the service hours? 
  shame on you! If your pricing was transparent noone of this would have happened. Instead you hid behind a geneal statement! SHAME ON THIS COMPANY!!

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked for my 3 bedroom condo move to new home which is 2 miles apart , and was provided estimate of 4 hours with hourly rate of $169 if i pay cash. They said 3 guys and one truck will come.Two of the guys wasted log of time arguing between each other , sitting idle in truck, just milking the system and trying to waste time to add more hours . They spent freaking whole day for the move which was supposed to take 4 hours.I told them that you wasted lot of time then he connected me to his dispatch team. Dispatch team said i need to pay 1900 $ now. I told them on what basis , your guys wasted time and it was told to me that it would take 3-4 hours. Im only paying for 6 hours at **** , so i paid them cash of $800 on top of $250 which was given as initial deposit. Next day , they charged my credit card for additional $1350 without my consent. So in total they charged me $2415 which is absurd as this is 4 times the price of esitmate. And fyi , i had all my boxes already pre-packed , so that they dont have to do any packing. There was only one guy , who was really hard working and pretty much did the move. Rest 2 wasted time and milked the system. These kind of companies should really be sued and shut down so people like us dont get scammed by them.

  Business response

  05/25/2024

  Hello and thank you for reaching out to **. I apologize for the negative experience.  It looks like *************************** in our customer service department has already been in contact with you. I will instruct him to reach out to you once again and ensure nothing was missed. 

  Customer response

  05/28/2024

  Hi - ******* called me and said that he can refund me $200 . I asked hiim that i'm looking for getting  $1300 refunded which i didnt authorize them to charge on my credit card and which is way over/extra than what they quoted me for estimate. Im not looking for $200 refund , so i told him same that i do not accept this.

  Thanks,

  ****

  Business response

  05/29/2024

  Thank you for your prompt response. I am sure ******* provided you the best resolution possible based on the details of your move, your move estimate, and the events that took place. If you would like to provide new information or reconsider the offer please reach out to our customer service department. 

  Customer response

  06/12/2024

  I spoke to him , and he said that he will only give $150 which is completely unfair as you have charged me thrice the amount for what was given to me in estimate. This is complete unfair practice. I ask that you reconsider your offer and refund me $1300 back and not $150.

• Initial Complaint

  01/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  WE HIRED THIS MOVING COMPANY BUT IT WASN'T THE BEST CHOICE. THEY PRICE *****. FOR A 1 BEDROOM SET & SOME BOXES MOVE, THEY TOOK 16-HOURS CAUSING THEM TO CHARGE FOR OVER-TIME & DOUBLE OVER-TIME. PLEASE, PLEASE READ YOUR CONTRACT CAREFULLY, BECAUSE THEY GOT US GOOD.HERE IS THE ***** WE SENT TO THEM EXPLAINING OUR COMPLAINTS, THEY CAUSED A LOT OF EXTRA WORK & ISSUES WITH THE FURNITURE:Good morning Rodny, we hope that youre doing well. Please accept this email **************************** on you Move Central client, *************************** (copied on this email correspondence). As requested, here is our Move Central claim:On Wednesday, November 29, 2023, we contacted Move Central at ************** because we were interested in receiving an estimate for a moving service. We had contacted 4 or 5 different moving companies within the ****************. While I was on the phone, I was asked many questions such as move from (Playa Vista), move to (********/******), date of move, how many movers, etc. When it comes to the how many movers question, I responded with lets start with 3 & go from there. After my call was completed, I received a Move Central estimate from ***********************. I was quoted $139.00 an hour if paying cash & $159.00 an hour if paying with credit card. I communicated this information to ****************************** ******** was deciding on her move date, she asked that I send over all the estimates that I had received. After she reviewed all the estimates received, she chose to work with Move Central because your company seemed competitive in the pricing. She than contacted Move Central & began the process of booking her move. Once she received the move contract/agreement, she was pressured to sign immediately because the agreed move date was approaching.She was never informed of any overtime or double overtime fees by any Move Central representatives.On the date (Wednesday, December 27, 2023) of her move, it was already a stressful day but working with Move Central was more stressful. Below, you will find the **************************** that we are claiming:1st complaint/issue: A very important art piece of hers was not wrapped correctly & was left exposed causing it to be damaged.2nd complaint/issue: Movers didnt use gloves when moving her white/beige bed ********************* causing them to get dirty (edges were already dirty but hand prints are shown).3rd complaint/issue: Movers lost approximately 16 screws belonging to the bed. They confirmed that they lost the bed screws & apologized. They decided to put the bed back together using the remaining screws & skipping holes that should have been filled with screws. This is a hazard because ******** can fall through her bed at any time. Now she must find a way to purchase the exact screws needed to complete her bed from Ace ********************* Lowes, etc. This is taking time away from her work schedule.4th complaint/issue: Movers lost credenza shelf *************** floor leg. Items such as these cant be found. ******** has contacted ************* to ask for replacements but that hasnt been completed. Her time is very valuable & now she must contact different companies to replace items lost.5th complaint/issue: When we received the initial estimate, we asked for 3 movers, but we were only sent 2 movers. This caused the move time to be longer than planned. Her move only consisted of a full bedroom set, clothing, & other small items yet it took from 8:00AM to 5:00PM or 6:00PM. Had we been sent 3 movers, this would have helped with the move being completed sooner, than later. This shortage caused the move to go into overtime & double overtime fees. This isnt fair to *****************6th complaint/issue: Movers damaged a wood storage furniture piece.7th complaint/issue: ******** felt pressured when the movers arrived at her new home in ****** because the driver stated, I am not/cant unload the move unless I receive full payment. As a single woman, she did what asked & felt very uncomfortable after that interaction. She paid $250.00 for the ************* paid $3,000.00 in cash (only owed $2,877.50) at the end of the move. She left the remainder of the $3,000.00 for the drivers because he stated, Do I have to give you money back?.As you can see, this entire move didnt go as she should have gone. We hire moving companies to complete our moves, so we dont have to deal with the stress or craziness.We are asking that ******** is being reimbursed for the following:4-Hours Overtime Labor Exceeding 8-hours in the amount of $556.00, for being understaffed 4-Hours Double Time Labor Exceeding 12-hours in the amount $278.00, for being understaffed ************ in the amount of $189.00 Grand Total to be reimbursed: $1,023.00

  Business response

  01/29/2024

  Hello, 

  I have confirmed with ********************* whom you had a zoom call with, that we have already sent you a settlement offer. If you have any further questions please reach out to ***** directly. He is the customer service manager and is the best person to work with on getting this finalized. 

• Initial Complaint

  12/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 12-1-23, my wife and I hired Move Central to move our belongings from a 1bd apartment in ********, **, up to ***********. I made sure all of our property was properly packed before the movers arrived, so all they had to do was load the truck, drive it to the new address, and unload it. We were quoted between $800-1000 for the move. The move took a total of 7.5 hours, and the estimate was 4-6 hours to complete, so not too far off the ***** The final bill was nearly $2000.On top of that, several items of our property was damaged totaling around $6500. One of those items was a handmade guitar (I build them for a living) that I was selling to a customer. I had to refund a $2000 deposit on that instrument after the damages were shown to the customer and he cancelled his order. I paid $1000 to a painter to have the guitar painted and air-brushed by hand because it's a replica of a famous guitar, so I needed it to look exactly like the original. Because of the damages to the finish, if I want to sell this guitar, I'll need to take it all the way apart again and pay to have it completely refinished, which will certainly be at least another $1000 in labor and materials.

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Wednesday, Nov 22, 2023, I contracted Move Central ** for a move, from Bell, CA to ********, **. I also paid for shuttle service $400. to have my items properly transported up my hill driveway as the large moving truck was not able to come up. The shuttle service never arrived. This is the day before Thanksgiving! I called this company four times before the actual day of service to ensure there would be no delay, due to holiday it was important for my family and recently widowed elderly father to ensure no delay or mishap. ******* never arrived, then men proceeded to manually bring in my fathers bed and fridge. These were the two biggest concerns in the meantime, since they would have to take all my fathers belongings for 2 days, for a Friday delivery. My new neighbor used his personal truck to bring in the fridge, but the men refused to remove the fridge doors due to a time issue, they wanted to leave to begin holiday time off. The moving company men forced the fridge through the front door and damaged not only the fridge entirely but also, my front door, door framing and then proceeded to drag fridge across my newly renovated floor. The floor got all scratched and will now need to be again renovated. I have submitted a claim and am unsure what resolution will be provided. The damages are well over $5000.00. This is the most unprofessional service and communication i have ever seen from a moving company. I regret the day i hired these people. Worse decision ever.

  Business response

  12/05/2023

  Hello, 
   I would like to start with an apology for your experience on your move. It looks like you have already made contact with ***** in our customer service department. You are in good hands and he will ensure you get the best resolution possible. 

• Initial Complaint

  09/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8/21/2023 : Quoted $1024 for move included gas travel expenses, moving blankets/protection, for local move from old Apt to Move Central Storage on 9/1/2023 then Move Central Storage to new Apt on 9/7/2023. $500 Hold Required to be applied toward final cost 8/29/2023: Pay $500 secure move, notified $636 additional placed on hold for 9/1 and 9/7 total of $1172 ($748 more than quote)9/1/2023: Boxes already moved down stairs by ******. **************** movers arrive state this won't take long so need to drag it out longer for more money. **** doesnt help, ****** helps Fer, during move **** calls and curses and talks about ****** to employee. Move estimated 2 hours takes 4.5 hours. Card is attempted to be charged $485 for moving materials that were to be included w/o permission. Movers sit in truck and tell ****** they have to go right to another move. ****** receives call and is told he is charged for 6.5 hours despite movers not even left. Complaint is made promised $200 refund for first half of move and movers will not be part of second half of move. 9/3/2023 Letter sent to ********************* 9/5,9/6/2023: ***, ****** and ** assure movers will not be involved ** stated they aren't even scheduled that day 9/7/2023: Same Movers arrive, immediately make it known about complaint, proceed to drop, drag, scratch, box cut property, before leaving urinate all over ******'s floors and toilet. Attempts to charge card for **** Hours and says movers will not leave until we pay. Calls immediately made promise all property will be repaired or replaced by *****. Send over photos once all unpacked.9/11/2023: Letter Photos Sent over 9/14/2023: No refund for first half of move and no response any calls made told will call back never do. Speak with ** and he stated no repairs or replacement and laughs about urination. Ignore any calls/emails , fake bottom reviews, suspended license for transportation of home goods on CA gov ************* Communication, Attached

  Business response

  09/18/2023

  Hello and thank you for for reaching out to us, and giving us the opportunity to make things right. It looks like you are already in contact with ** in our customer service department. I will escalate this to ********************* who is our customer service department manager. He will reach out to you, no later than tomorrow morning. 

  Customer response

  09/26/2023

   Move Central,

  
  

  CJ was the person who laughed and stated the movers urinating on my floors is not considered damage, I would NOT consider that having been in contact with. 

                                              

   I have heard multiple times from *********************, ***************, and anybody else that weve spoken with at Move Central that they will be in contact with me only to never respond.

  I NEVER signed anything at the conclusion of the move. My property was intentionally damaged in retaliation, which is made apparent by your movers first telling me when they arrived they were aware of my complaints from the first part of the move and concluding with them urinating on my floors. 

  The document you are claiming in the contract, which is the estimate provided, is not a valid contract as Move Central DID NOT uphold its end of the contract.

  A $200 refund that was promised(separate from the promise to repair or replace the items) while you investigated the issue further, never occurred. 

  
  

  I have been beyond compromising in CURRENTLY not pursuing the fraudulent attempts to run my card on file for almost $500 without my permission for moving blankets, that were included PER YOUR CONTRACT." Nor am I CURRENTLY pursuing all of the additional pieces of property intentionally damaged, including glass items that were removed from their bubble wrap, smashed and placed in a box that belonged to Move Central. I am CURRENTLY not pursuing the overcharge on my account for the entire move which was almost DOUBLE the quote I was provided. For a move that was local and 12 miles apart, from a studio apartment, that according to your estimates and what I was charged took 13+ hours. I was charged while your movers took 2.5 hours to put back my bed together that they had damaged, and put it together upside-down multiple times. They even went as far to try and accuse me of losing parts despite Move Central being the one who had took it apart and was in possession of it.                                      You proactively charged me the estimated charges without them being actual times of the conclusion of the move. Finally, I CURRENTLY am not pursuing actions with local/federal CPUC/DOT/etc that Move Central/Tier One and any other aliases you have operated under had a suspended permit for Household Goods Transportation from 9/13-9/18 and was STILL operating. The compromise I am currently offering is almost $2000 that I could be pursuing.The offer of $200 on retaliatory damages totaling $5,042.14+ is offensive. I watched your movers push things off the truck, drag them across the pavement with NO DOLLIES, and throw carelessly around multiple items that were damaged. This was not damaged caused by accident or transportation but with maliciousness and intent of retaliation.

  
  

  Business response

  09/26/2023

  I apologize for the issues you've experienced with your recent move and appreciate your feedback. I want to address your concerns concisely:
  Inappropriate behavior from our employee: I'm deeply sorry for this. We'll investigate and take appropriate action.
  Communication: We'll improve our response time and ensure better communication going forward.
  Property damage: We take responsibility for any damage and will arrange an inspection and discuss repair or compensation based on the valuation.
  Overcharges: We'll review your final bill to ensure accuracy and correct any errors.
  Compliance with regulations: We take this seriously and will investigate to ensure compliance.
  Your compromise offer: We appreciate your willingness to work towards a resolution and will assess the damages and overcharges.
  Expect a follow-up call soon to discuss these matters further and work towards a resolution.
  
  

  Customer response

  09/27/2023

  As everything that had previously been promised, specifically REPAIR or REPLACEMENT for the items, this response is a complete lie as right after this response was sent, a COPY & PASTE of the same email received before with no mention of addressing any of the things you assured would be addressed in your response and simply stated "as I mentioned in my last e-mail," showing that ***** nor anybody at Move Central wants to take accountability for anything. In regards to the "investigating" your suspended license, if you took the time to see my attachments the investigation would be complete. The dates of suspended license have already been confirmed in person by CPUC. No resolution was provided in the communication and just like last time the assuring to "follow-up" was not completed and I had to attempt to reach out multiple times trying to get in touch with somebody.

• Initial Complaint

  09/12/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 9/5/2023 we hired Central Movers to move furniture from one office to another. Prior to the move, Central Movers visited our office to complete a walk-through and subsequently provided a cost estimate based on that walk-through. The cost estimate they provided was $1,908, with the possibility of increasing to $2,500 (Quote #******). We have paid Central Movers $2,247.75 to date (includes deposit). The movers utilized a crew of 4 people, one truck, and one day to complete the move, which is what was specified in their quote. The only difference was that it took one extra trip than expected (though the distance between offices is only 4 miles). Before unloading the second truckload, they asked us to pay the remainder of a revised invoice. Without any prior notification of an overage, the invoice amount had been increased to $5,142 (almost a 200% increase from their original estimate). When I told them we would not pay for such a huge increase, they drove away with our furniture. I have tried to contact them several times about negotiating the cost and returning our furniture. They will not return our calls. After looking at reviews online, I can see that this is a common occurrence. It's a total scam and the BBB should not support them in any way. Any assistance you can provide to encourage Central Movers to return our furniture would be greatly appreciated!

  Business response

  09/13/2023

  Hello and thank you for reaching out to us. I would like to start with an apology for your experience. Our records show that ***** reached out on Sept. 8th. The phone call resulted in a refusal to pay. I will ensure that ********************* our customer service manager reaches out to you. He is the best person to get this resolved for you. 

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This co. Charged my 81 yr old mother 5k to move a small 2 bed apt 5 miles.**** gave her no ppwk at all no invoices no pymnt receipts nada **** started at 10am at 10pm without a call or anything they put her stuff in storage instead of delivering and promised. Forced her into paying for hotel that nite **** strong armed and threatened her into paying in full before they actually delivered her stuff. **** damaged the floor of the new place and claimed no responsibility when told about it. When my mother called them they hung up on her. Pure intimidation and elder abuse **** obviously arent paying the irs either as we received zero paperwork. **** people should give atleast a 50% refund if not 100. **** dont deserve to be in business at all!

  Business response

  06/09/2023

  Hello, 

  I would like to start off with a sincere apology for your mothers experience during her move. Thank you for bringing this to our attention. Can you please provide me the name that was on the estimate so I can get this clarified and resolved for you as soon as possible. 

*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. ↩