ComplaintsforOrange Square Movers

• Initial Complaint

  07/19/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I arranged a Moving date ************************** on July 8, 2024.I was unaware that Captain *** lines is a broker. And they broke out move to orange square Movers .Orange square Movers picked up items from a friends property, and then met me at my storage unit around 11 am. They arrived in a U-Haul truck, and I was unaware that my move was brokered out and picked from a pool of other moving jobs in the area.Within 10 minutes Of the movers, taking the items from Storage and placing it in their truck, my move to ****** was canceled. Immediately.I notified their assistant by phone, and a verbal contract or communication was done that my items would remain in their storage unit for 30 days at no cost. This past Tuesday, I received a text message from Movers, passing through ***** stating they were on their way to ****** with my items. I told them to turn around and they refused. This company is going by a written contract, when their assistant forgive me, I do not remember her name a pleasant woman from *******, told me my items would be safe in their storage unit unit at no cost for 30 days. No form was given to me to sign, and I was not advised to sign a form regarding the 30 days of Storage .Movers are now requiring me to pay an additional $700, and $175 for a Storage fee as my items have been left in ****** and I remain living in ******** This is now a civil decision to remove my items from the storage unit in the state of ******** without my acknowledgment or knowledge is now theft. They want to keep using a signed contract regarding the move, however, it is on record through text messages and emails with Capital *** lines that the moving was officially permanently canceled. This is extortion. This is them attempting to charge me more money as a consumer. There are items somewhere in ****** that have been passed down to me, family, heirloom from my parents who have passed away. I may never see any of these items again. Check your sources

  Customer response

  08/08/2024

  Good afternoon,
  I wanted to let you know that the issue with Orange Square Movers was resolved.
  I picked up my items today from a storage unit near my home. 
  I did not need to pay any money to Orange Square Movers . I received a letter of apology putting me through what their company had put me through, and the appreciation was expressed.
  Other than a few broken picture frames, the important furniture, and Memorabilia seem to be intact.
  I am not sure if taking down my complaint is a wise decision, I believe others out there need to understand what I went through to protect themselves in situations such as this.
  
  I wanted to inform you that the resolution has been made between myself and Orange Square Movers
  Thank you so much
  

  
  

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Orange Square Movers quoted us $350/month for storage fees. After picking up our belongings, they kept increasing the storage fees until they were charging us $925/month in storage fees. We had to pay those fees to get our belongings back. It was absolutely ridiculous. They delivered items to our house in May of 2022. They broke a storage bedframe, which is beyond repair and can no longer be used. Replacement cost is $460. They failed to deliver multiple parts of a weight lifting power rack, which cannot be used without those parts. Replacement cost is at least $1450. They failed to deliver two 45lb Olympic weight plates. Replacement cost is $300. We filed claims for the missing items, which were denied because they say we had to make the claim before signing for delivery. We had to sign for delivery on the day they moved the items in for a 4-bedroom house. It takes weeks to unpack a 4-bedroom house. It's not possible to identify everything that's missing on the same day that they move you in. They offered $94 to replace the bedframe. We can't get anything like our previous bedframe for that amount. They gave a variety of nonsensical explanations for charging us nearly triple the storage fees that we were quoted, but the bottom line is, once they get ahold of your belongings, they know they can get away with over-charging on storage because you have to pay it to get your belongings back. These guys are criminals.

  

  Business response

  12/09/2022

  First, we would like to apologize for any inconvenience that the customer may have experienced.  It is never our intention for our customers to be less than satisfied with our services.  
  
  Per federal regulations, any additional items and services requested which were not included in the original estimate and may result in additional charges require that the movers provide a revised binding estimate which automatically cancels any previous estimates.  The customer was provided a revised binding estimate which included all requested additional services prior to the loading of their goods to which their signature attests. 
  
  A brief review of the inventory sheets reveals that the customer did not make any notations indicating any loss or damage to their goods as it is required to do at the time of delivery
  
  Once the customer contacted us we immediately referred them to our claims company CSI to file a claim for loss, damage, delay, overcharge or complaint
  
  We offer customers free-of-charge coverage of $0.60 per lb. per article as required per federal regulations.  Any additional coverage is not free of charge and must be paid for.  The damaged item claimed was given compensation per the liability signed for by the customer in the contract.
  
  We regret that the customer found it necessary to file a ******************** complaint, but we trust that the above explanation enables them to better understand our position in this matter
  

  
  

• Initial Complaint

  09/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The date of the final transaction was August 23 for a total of $7952.01 under order #D3981225. I was promised a hassle-free, single rate, on-time, friendly, and professional moving experience, this is what I received: 9 delayed delivery dates spanning over 43 days (after they assured me they would have it delivered in 4 days), 2 movers when 4 were assured, they brought a ***** sq-ft truck when a ***** sq-ft truck was contracted, they arrived late in the day 5 pm with a tired crew when advertised fresh professional ********************** (the owner) argued with me consistently telling me why he couldn't fulfill contractual written obligations, many broken items, so far, totaling $2k, in addition we had to spend over $3k to rebuy things that they had on their truck but we couldn't live without any longer (after 9 broken delivery dates), ***** stopped responding to my calls and texts, despite multiple attempts we have not received our final paid receipt. Orange Square Movers will not return calls, e-mails, or texts.For over a month my 1-year-old had to sleep in a pack-and-play because every week *** and ***** would tell me they would deliver our things in a few days; 9 times Orange Square changed delivery dates. For over a month my family had to sit in broken folding chairs.9 broken delivery dates (****, ****, 8-3, 8-6, ****, ****, ****, ****, 8-31)Promised a pittance of $25 a day for broken contractual delivery (after 21 bus days) that was never paid.

  

  Business response

  10/11/2022

  First, we would like to apologize for any inconvenience that the customer may have experienced.  It is never our intention for our customers to be less than satisfied with our services. 
  The truck that did the pick up for the customer was ***** cuft without an attic as per what had been presented to him. For this inconvenience we did a second pick up of the remaining items at no extra cost to the customer which was much more than what could have gone into the truck with an attic. 
  The customer was very rude and disrespectful to all the agents he spoke to, making it very difficult to have proper communication with him as much as we tried to understand his frustration. 
  The customer was asked what the date will be the first available date they will be ready for delivery.  From that date we have up to 21 business days to attempt the delivery of the shipment. We will not guarantee a date for delivery unless a dedicated truck was requested and paid for. We must take into consideration road conditions, weather, and mechanical issues that can affect truck routes. For any Delays the customer was advised to file a claim with our claims company which also allows filing a claim for loss, damage, overcharge, and complaint.
  The claims portal is accessible via www.csipros.org . Once the claim is filed it will be analyzed in the order it was received and compensation if due will be offered based on our legal liability and within the time frame allowed by law.  
  No compensation can be offered for Delay, lost or damaged items unless a proper claim is filed in writing with CSI out third party claims company.  
  We regret that the customer found it necessary to file a ******************** complaint, but we trust that the above explanation enables them to better understand our position in this matter.
  

• Initial Complaint

  05/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Orange Square Moving based in ****** moved me from ****** ** to *************** last June 2021. The move was a disaster to put it mildly. I went through their process of filing a claim submitted dozens of pictures and filled out their forms. After several months they offered me $300. The claim is for tens of thousands $. I have over one hundred pictures and many pages of their report forms. There are many items that just didnt show up. My wife had six plus wardrobe boxes of designer cloths that are missing as one example. The movers on this end came from a local homeless camp. The climate controlled storage was not as most metal/iron items were rusted. A large gun safe **** pounds was severely damaged. They came out twice to see all our items prior to move and we specifically discussed the safe. They assured they had move one just like it recently. Obviously not. The list goes of, this just a start. I would avoid this company at all costs. The move was over $15,000 plus storage of around $2400/month for several months again not climate controlled. *********************** ************

  

  Business response

  05/20/2022

  First, we would like to apologize for any inconvenience that the customer may have experienced.  It is never our intention for our customers to be less than satisfied with our services.  
  The customer made a claim for 2 lost items and 2 damaged items (out of the 210 items on the inventory), overcharge and grievance. 3 of the items claimed were compensated per the protection valuation of $0.60 per pound per article that they signed for. There was no claim for the allegedly lost wardrobe boxes so this is new information to us.  
  We use our warehouse for storage and not other storage facilities which also serves as our office with all our computers in there. We always per the case go over and beyond our legal liability in trying to get a resolution for the customer in the shortest period possible. We offered this customer a gesture of good faith of $800 which he declined as his target is getting back a payout of $10,000. He is actualizing  his threats of defamation by claiming that we contracted helpers from a homeless clan which is ridiculous. 
  We regret that the customer found it necessary to file a ******************** complaint, but we trust that the above explanation enables them to better understand our position in this matter.
  
  

• Initial Complaint

  04/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Orange Square movers charged me $5500 to move my stuff from ****** to LA. They broke three of my tv/lcd screens in doing so. There was clear negligence on their behalf to pack this correctly. Their own staff upon receipt of the goods in LA said this was the worst packing he has seen in 18 years.A 65 inch ********** A 55 inch ***** A 27 inch hp computer monitor

  

  Business response

  04/26/2022

  We would like to apologize for the inconvenience that the customer may have experienced during their move.  It is never our intention for our customers to be less than satisfied with our services and thus the reason we always work at getting a resolution as first as possible when a complaint is presented to us. 
  

  When this client reach out to us we acknowledged that the team of movers should have advice him on the best way to have the screens packed and they should have insisted on him getting boxes for them. The customer was then referred to our claims service provider CSI to file a proper claim as required by the law but he did not want to have to wait for the time it takes to analyze the claim. We then tried to get to a resolution by offering him a Gesture of Good faith of the amount that would be close to what he would get from the claim but he rejected. Now we can only refer him back to have him file a claim as expected. 

  We have contacted CSI, our claims service provider, to initiate a claim file for the customer and allow this customer to file a proper claim as required by the federal law.  The customer was sent login information on 04/26/2022 in order to file a claim online. Once the claim is received it will be analyzed in the order it was received and compensation will be offered based on our legal liability and within the time frame allowed by law. 

  
  We regret that the customer found it necessary to file a ******************** complaint, but we trust that the above explanation enables them to better understand our position in this matter.
  
  

  Customer response

  05/30/2022

  I hired the company to help me move from Denver to Los Angeles, and they broke over $5000 worth of items. I have photos and verbal confirmation from their own staff advising that it was negligence on their contractors part for packing poorly. Im seek money to replacement my 65 inch Samsung tv, 55 inch LG tv, and 27 inch HP monitor. More things were damaged too which I’ll get into detail.

  

  Business response

  06/03/2022

  First, we would like to apologize for any inconvenience that the customer may have experienced.  It is never our intention for our customers to be less than satisfied with our services.
  The customer was referred to our claims service provider CSI to file a proper claim as required by the law.  The customer was sent login information on 04/26/2021 to file a claim online. He filed his claim on 04/27/2021 Once the claim is received it is analyzed in the order it was received and compensation will be offered based on our legal liability and within the time frame allowed by law. 
  The customer will be contacted as soon as the claim process is completed. 
  We regret that the customer found it necessary to file a BBB complaint, but we trust that the above explanation enables them to better understand our position in this matter. 

  Customer response

  06/06/2022

  Complaint: ********
  
  I am rejecting this response because I was told I would only get 60 cents per pound for damaged items. Three LCDs, one which is Samsung 65 inch, would mean about $5. The negligence carried out by the movers for packing poorly, caused my LCDs to break - having to spend over $2000 to replace them.

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

• Initial Complaint

  01/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On August 31st 2021 Orange Square movers arrived at our home for a full pack and move. They **** up a contract for ********* and said everything would be packed and delivered no later than 9/30/21. Our order number is CO3742303. Our first delivery was on 9/11/21 and was supposed to be the first of two deliveries with the other truck arriving the following day. However the second truck did not arrive until much later and when it arrived it contained some of our items but mostly items that did not belong to us. Since then we have been contacting them trying to get our remaining items. They sent two more partial shipments but we are still missing 30 plus boxes and furniture items. We have gone through their claim process and have not heard anything back. Over a month ago they called us and said they found two of our boxes and a ladder. They have not sent them to us even though we have called them twice since then asking when we would receive those items both times we were told that they would be placed on the scheduling board and that we have been waiting long enough and would be delivered soon. They damaged/ broke many items packed toilet items with kitchen items and did not live up to their contract. We would like the items that they have found delivered immediately and a response to the claim we have filed with them. We have repeatedly called *********************** at ************ and she assured us that they would look in their warehouse for our remaining items and that the items they have found would get sent. We asked for follow up calls and have received none.

  

  Business response

  02/11/2022

  This is a response to the complaint ID: ********

  First, we would like to apologize for any inconvenience that the customer may have experienced.  It is never our intention for our customers to be less than satisfied with our services. 

  This customer filed a claim with CSI, our 3rd party claims company on 09/29/2021. The customer claimed to have lost 60 items including 46 boxes  and 6 damaged items. It is unrealistic that we could have lost from one move. The number of items this customer is claiming would total to a complete move and that is impossible to go unnoticed in a truck or the warehouse. 

  The customer has claimed that we lost **************************************************************** the claim. The claims company will analyze the claim in the order it was received and compensation if due will be offered based on our legal liability and within the time frame allowed by law.  

  We recovered 3 boxes and a ladder that we are working on shipping to the customer as soon as we have a move scheduled on that route. 

  We regret that the customer found it necessary to file a ******************** complaint, but we trust that the above explanation enables them to better understand our position in this matter.

  Customer response

  02/15/2022

   
  Complaint: 16665587
  
  I am rejecting this response because:

  They claim it is unrealistic that they lost this many items in the move yet they did.  We marked off all the boxes and items received on the list and there are still 50 items that we have not received from the inventory that they made when packing and loading the boxes.  We kept telling them we were missing a lot of items we kept asking them if they sent them to another customer.  They insisted that they did not send them to another customer yet the second shipment they sent to us was comprised of another customers items and very few of ours.  They could have done the very same thing with our items and sent them to another customer but that customer may not have noticed our boxes until after the movers left.  I don't know what happened all I know is that we are missing the items that we made a claim on.  We are missing tubs with tools in them, we are missing antique butter churns and irons, we are missing shelves to a display case, we are missing fishing poles and shotgun shellsl, we are missing kitchen items and office items, we are missing a bookshelf.  When I responded the first time to them that we were missing 30 items I meant approximately 30 items I had not at that point gone through the inventory sheets and counted every missing box or item.  I would like more than anything to get our items that are missing for both sentimental and monitary reasons.  There is absolutely no way that what they would cover will ever come close to replacing the items that were lost and broken.  I truly believe they have sent our items to another customer and we will never see them again.  They have said for months now that they will send the items they have located yet they have not.
  

   

  
  
  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. ↩