ComplaintsforJet Moving and Storage

• Initial Complaint

  07/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  ***** from Jet movers quoted me a price of about 1800 for a move I paid over 1400 to them as he insisted that was needed when they came to the property the man that they sent upped the price to 4600 then ***** tried to say none of my items were packed which is completely false he also stated that I had a very large glass cabinet which is also false its literally four feet tall and two feet long. He then asked me what you think the gas and our time is free? No moving truck ever came to the property just two men in a sports car then he claimed I was making up stories and said stop playing the victim. I am victim of his complete dishonesty he stole that money from me and now says if I want it back to contact his legal department. I cant believe this company is still in business Ive read many bad reviews on Jet Movers too bad I didnt see the reviews sooner. If this company was any good or honest at all they would have refunded my money. Funny thing too because ***** was constantly emailing texting and calling I have the proof then as soon as he got the money he was a complete jerk and tried to say I harassed him totally false.

  

  Business response

  08/23/2024

  Hello, we apologize for any inconvenience, we will address each one of your concerns in the order we received them.
  
  1) ** do not provide a revision out of thin air, there has to be extra items which increases the volume or more volume for that to happen. ** have full video recording of all the items at pickup and photograph to back our claim that you had extra items and volume. You can also see in the video that you needed packing to keep the items secured during transport.
  
  2) Each one of our truck has ELD system and they have tracking device on them. ** have proof showing our truck was parked near your house.
  
  3) Once again what sports car? He came in a Used Tesla. Why is the vehicle a concern of yours?
  
  4) ** service hundreds of jobs every month with many happy customers. Unfortunately because we could not provide you a free service for your extra items; we are bad according to you.
  
  5) At all time ***** had been professional with you. ** do not understand, why are you attacking us with personal remarks.
  
  Thank you
  JMAS

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was given an estimate for a cross country move and junk removal. I put down a deposit of $1,558.48 for the move and $208.00 for the junk removal. The move was scheduled for June 6-June 8, 2024. Per Jet Movings documentation, estimates may be canceled and deposits are fully refundable if the customer cancels the order before the scheduled date of pickup. I emailed my cancellation notice to Jet Moving on April 11, 2024 and received emails from Jet Moving confirming receipt of my cancellation request on April 12, 2024 I have all of the documents and Jet Moving continues to refuse to refund my deposits.

  

  Business response

  08/12/2024

  Hello, we apologize for all the inconveniences. Deposits are fully refundable within 24 hours of reservation and we can issue you a credit for a future service if you choose to have a floater reservation.

  Thank you

  JMAS

  Customer response

  08/16/2024

   I am rejecting this response because:
  Your company documents clearly state that a full refund on deposits is available if cancellation is made prior to date of move. I canceled my service long before the date required.  I cannot accept a floating credit for a future move as Im not moving. Your company has pages of complaints with the **************************** and Im just asking that you make this right since your company did not provide any service to me for this large sum. As a compromise, Im willing to give up the refund on the $600 bulk trash removal if the deposit on the move is refunded to me.  I have provided all of the documentation to you when pursuing the refund through my credit card company. Please do the right thing. 
  
  

  

  Business response

  09/05/2024

  Hello, the full refund option is available for within 24 hours reservations. We did try to reach you numerous times through email but it seems like you aren't getting them. Please reach out to us directly through our company's email so we could come to an agreement.

  Thank you

  JMAS

  Customer response

  09/06/2024

   I am rejecting this response because:  the only emails I have ever received from your company were the original estimates followed by your emails accepting my cancellation notice of service with statement in email of refund being processed.  Im happy to communicate with a decision maker at your company via email but cannot close this complaint until a satisfactory resolution is reached. Please respond with a specific email address for me to communicate. Thank you, ***** ******
  
  
  

  Customer response

  09/17/2024

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  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

  07/13/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  A case of bait and switch. Contracted with them to move a one bedroom apartment. They told me to use them a real moving company, not a broker, brokers with **** up the price when they arrive to load. *** intentionally under bid the project and then did exactly what they said the would not do. They wanted another 3 thousand dollars over the contracted amount. I told them to leave. I contacted the company and the sales *** who I contacted with. Neither have responded. The contract states that the deposit is refundable as long as no physical work was done. They didn't touch anything, no physical work was done so I am entitled to a refund of the $800 deposit. The company will not respond to the many calls and emails I have sent. I am filing in small claims court.

  

  Business response

  09/05/2024

  Hello, we apologize for any inconvenience. Please elaborate the meaning of bait and switch in this situation. Did you mean the movers arrived and you had more items but the movers did not wanna honor the same price because of the extra newly added items? You provided us with a list of items and you signed the estimate for those items but you had more items once the movers arrived. We have full video recording showing everything and your extra items. Just because you can file a claim does not mean you will win it. You are free to do anything you like but you have a contract that you signed. The contract states once the movers arrive and you cancel your service the deposit is non-refundable.
  
  Thank you
  JMAS

• Initial Complaint

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The business will not return communication to let me know how to file a claim for items damaged in the move. One TV and one dressed were damaged beyond repair. I would $360.00 refunded to replace these items.

  

  Business response

  07/12/2024

  Hello, customer can go to our website and file a claim under the claims Tab. Instructions are also on his contract.

  Thank you

  Customer Service

  JMAS

• Initial Complaint

  06/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to formally dispute a recent charge on my account in the amount of $800, related to a deposit for a moving service. This charge was made to facilitate a move from my residence to *******, **, with an agreed-upon total of $2100 for the entire service. However, upon the arrival of the moving company at my premises, an unexpected and unjustifiable demand for over $7000 was presented as the new total cost of the service.Prior to engaging, I exercised due diligence by inquiring about their pricing policies and was explicitly assured that their rates remain consistent and transparent. Regrettably, this verbal reassurance was proven false upon their arrival, as the initially agreed-upon inventory was significantly altered without my consent or prior notification. This unscrupulous discrepancy between the agreed terms and the presented inventory demonstrates a blatant disregard for integrity and fair business practices.Subsequently, upon realizing the disparity and the evident attempt to exploit the situation, I unequivocally refused to proceed with the service and explicitly instructed the representatives from Jet Moving And Storage to desist from any further action. Despite my clear rejection of their proposal, they persisted in coercive tactics, including an attempt to compel me to sign a contract obligating payment of the disputed deposit. However, I adamantly declined to agree to such terms and duly documented the unsigned contract to prevent any unwarranted retention of funds.It is deeply disconcerting to report that subsequent to the initial dispute, Jet Moving attempted an additional unauthorized charge of approximately $300 from my account just hours after rejecting their new terms as documented in my account records. Fortunately, this attempt was refused, as I had preemptively moved my funds into my savings account, anticipating such deceptive actions. They have refused to respond, further substantiating the fraudulent nature of their actions.

  

  Business response

  07/12/2024

  Hello, we apologize for any inconveniences. Our company followed the contract that was agreed between both parties. When the ******* arrived at pickup there were a lot more items then that was in the inventory provided to us by the customer. Yes, their rate was exactly the same for the items in the list, the extra revision was for the items that were not on the list. No one can alter the inventory once completed and signed. The copy of the inventory list stays in the customer's inbox forever, it is impossible to alter it. The lady of the customer was being extremely rude and aggressive with the ******* once he provided the revision, he was just doing his job. Customer could've stick to the original inventory list and their price would've not increased a *****. Unfortunately we cannot transport anything for free, we always mention to customers, it is based on what you are **********************; very simple.

  Customer response

  07/16/2024

   I am rejecting this response because:  

  I am writing in response to the moving companys recent communication regarding the disputed charge. While they assert adherence to the contract and claim an increase in items led to additional charges, I must clarify the inaccuracies and reiterate the circumstances that necessitate the return of my funds.
  

  Upon engaging with Jet Moving And Storage, I provided a detailed inventory of all items to be moved, ensuring transparency and accuracy to avoid any discrepancies. Contrary to their assertion, the ******* presented an altered inventory list upon arrival, significantly different from what was initially agreed upon. This change was made without my consent and was used to unjustifiably inflate the cost.
  

  Furthermore, their statement about my partners ******** is both irrelevant and an attempt to divert from the core issue of their deceptive practices. The frustration expressed was a direct result of their sudden and unjustifiable price hike, which understandably caused distress.
  

  Their claim that additional charges were solely due to extra items is false. The inventory list we agreed upon remained consistent, and their foremans revised list was a clear attempt to exploit the situation, as I was under a time constraint to move for work. Additionally, their insistence that no one can alter the inventory list once signed is contradicted by the fact that the ******* presented a different inventory upon arrival, which was not agreed upon beforehand.
  

  Given these points, it is evident that Jet Moving And Storage engaged in unethical and deceptive practices. I must STRESS the importance of my case by their fraudulent attempt to charge an additional $300 on May 1st further substantiates this claim, as this was done without authorization and after I had already refused to proceed with their revised terms.
  

  I implore BBB to recognize the clear evidence of exploitation and fraudulent activity by Jet Moving And Storage. I request a thorough investigation into this matter and the prompt return of the disputed funds to my account.
  
  Thank you for your attention and assistance.
  

  

  Business response

  08/23/2024

  Hello, once again we followed everything per the contract that the customer signed. Whatever inventory you provided to us, we emailed it to you and you were able to review it before you signed it. Nothing was changed after you signed the contract, please check your email and you should still be able to see the whole inventory list you provided us which you signed. Upon arrival of the *******, there were more items on the list and he offered to transfer the volume that is on the estimate to keep the same price and you could've changed your inventory to stay within the same volume but you rejected.
  
  Your partner's behavior was creating a hostile environment for the movers. We are human beings with feelings as well and she was constantly yelling at them rather than coming to a solution.
  
  Once again, the ******* did not bring a different inventory upon arrival, he had the printed estimate which you signed with the inventory list on it.
  
  Once again, we were following the estimate which you signed, please read your estimate, we followed everything in the terms and conditions.
  
  Thanks you
  JMAS

  Customer response

  08/26/2024

   I am rejecting this response because:

   Dear *************************** (BBB),

  I am writing in response to Jet Moving And Storages latest response, which is **** with falsehoods and fabrications. Their continued attempts to misrepresent the situation only further highlight their unethical practices. I feel it necessary to clarify the facts of what truly transpired and reiterate my request for the immediate return of the $800 deposit, as well as the prevention of further unauthorized charges.
  
  To begin with, their claim that they provided me with an inventory list via email is entirely untrue. No such email was ever sent, and I never received an inventory list to review. If I had been given the opportunity to review the list, I would have immediately rejected the absurd revision before they ever arrived, as the timing of this move was crucial for my work. The mover himself, who was professional and cordial throughout, is the one that suggested we take a picture of the unsigned agreement to document that I had not agreed to their terms and refused service so as I could get my deposit returned, it was the moving foremans suggestion that I do this. I find it outrageous that Jet Moving And Storage would invent a story of hostility when, in fact, the ******* was very cooperative and helpful.
  
  The accusation that my partner created a "hostile environment" is entirely baseless and a blatant fabrication. There was no hostility whatsoever directed at the ******* or his team. They were treated with nothing but respect, and we appreciated their professionalism. The issue has always been with Jet Moving And Storage's underhanded business tactics and not with the movers themselves. I am appalled that they would manufacture a narrative of aggressive behavior to deflect from the central issue at hand: their attempt to ***** me for far more than the agreed-upon amount, all while refusing to provide any transparency.
  
  Jet Moving And Storages insistence that they followed the terms of the contract is equally false. No additional items were added to the inventory list, and nothing had changed from the initial agreement. They altered the inventory before arrival without my knowledge or consent, which is exactly what led me to refuse their service. Furthermore, their attempt to charge an additional $300 after the service had already been declined was not only unethical but fraudulent. It also has not gone unnoticed and is quite telling that they have conveniently ignored addressing this unauthorized charge in their responses.
  
  I would also like to clarify that after their fraudulent charge attempt, I was forced to close my bank account to prevent them from making further unauthorized deductions. The lengths I have had to go to in order to protect my finances from this company are astounding.
  
  Additionally, their manipulation of the inventory list was clearly designed to inflate costs unjustly, which upon further investigation seems to be a common practice for Jet Moving And Storage. For example, they categorized my furniture as "children's furniture," despite the fact that I have no children and had never indicated such items in our original discussions. They also listed the boxes I provided as "small boxes,", instead of the standard moving boxes I had described. These mischaracterizations were deliberately made to minimize the quoted inventory and create an excuse for inflating the final cost upon arrival. None of this was part of what we initially discussed, and it highlights their intent to manipulate the situation to their advantage while shifting the blame to me.
  
  Jet Moving And Storage's ongoing refusal to acknowledge their unethical behavior, coupled with their fabrication of events, underscores the nature of their unethical business practices. I stand by my original statement that they are attempting to unjustly retain my deposit and are engaging in fraudulent activities.
  
  I respectfully urge the Better Business Bureau (BBB) to take prompt action in addressing this matter. The clear evidence of deceit is undeniable, particularly regarding Jet Moving and Storage's attempt to charge my account an additional $300 after the movers had already departed. Their refusal to acknowledge or address this issue further suggests an admission of guilt. I request that my $800 deposit be refunded without delay and that consumers be made aware of this company's unethical practices, which exploit unsuspecting customers and charge for services that were never rendered. 
  
  It is evident that Jet Moving and Storage is intent on retaining my deposit despite providing no servicean alarming business practice that falls far short of the standards of ethical business conduct. Most reputable companies would have promptly returned the funds for services not performed, but unfortunately, this does not seem to be the way Jet Moving and Storage operates and I respectfully request that the Better Business Bureau (BBB) assist me in preventing further victimization by Jet Moving and Storage and facilitate the immediate return of my funds. Thank you for your attention to this matter. 
  
  Please feel free to contact me for any further information.
  
  Sincerely, 
  
  *********************************
  

• Initial Complaint

  05/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  When information was provided for a quote for moving, the information provided did not match the information that was given to the company and so the quote was significantly lower than the actual price. When I turned down their service at the new price they refused to refund the deposit.

  

  Business response

  06/17/2024

  Hello, the customer was being completely unreasonable. He was demanding a delivery within 2 days guaranteed and we had to deliver his items by the 1st. There is a limit on how many hours we can drive per DOT. When he reserved, we clearly mentioned to him that average delivery is 3-5 days for the location where he is moving to but he insisted on getting a delivery within 2 days for almost ***** miles for free which is impossible even if we wanted to do it or even if he wanted to pay for it. His inventory was sent to him over 4 times and this estimate was guaranteed for the items in the list. Not 1 million percent but 1 billion percent we will never transport anything extra for free unless customer pays for it. Last time we checked we were not a non profit organization. The deposit is forfeited to compensate some of the loses our company incurred due to showing up to the customer's property and he cancelled it after the service was started. 

• Initial Complaint

  01/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This company was days late to pick up after quoted date range, a month late to deliver, unprofessional movers and employees

  

  Business response

  01/24/2024

  Hello, we apologies for all the inconveniences. We will address each one of your concerns separately. 1) We weren't late for your pickup, we did your pickup within your pickup window. 2) We weren't late for your delivery, we completed your delivery within the delivery window on your contract. 3) We have strict training in regards to customer service and professionalism, if you could elaborate your concern in this matter; we can investigate it in depth.

   

  Thank you

  Customer Service

  JMAS

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted with Jet moving and storage through a third-party broker - Trinity Relocation systems. Jet Movers moved us from Richland, WA to Sutprise, AZ in August. We are still waiting for a return call back for missing personal property and damage. We also want to make sure that no one uses this more without being aware of their poor service. They show that they are accredited through the Better Business Bureau on their website, but their follow up and lack of action says otherwise.

  

  Business response

  01/11/2023

  Hello, we apologies for all the inconveniences. The truck that originally picked up your items broke down and we had to transfer your items into another truck which was smaller. We delivered almost majority of your items during the 1st delivery and delivered the rest within the month which we promised. When the 2nd truck arrived with the remainder of your times at the delivery, the only item missing was your dolly for which we compensated you $300 even though that dolly was worth a lot less. We did not receive any voicemails or calls from you. Which number are you calling us at? If any items were damaged you can file a claim by going to our site under claims.

  
  

  Thank you

  Customer Service

  Jet Moving and Storage

  Customer response

  01/12/2023

  I am rejecting this response because their responses are inaccurate - see their copied responses and my response to each - below.

  
  

  Their statement: Hello, we apologies for all the inconveniences. The truck that originally picked up your items broke down and we had to transfer your items into another truck which was smaller.

  
  

  Our response: Their 'original' truck that broke down never made it to our home, so nothing was "transferred into another truck". We were told we would have a 33' truck from Trinity Relocation Group (the Broker who referred Jet Movers to us). Once their original truck broke down in Oregon, Jet Movers secured a 26' Penske locally in Richland, WA. which proved to be way too small. 

  
  

  Their statement: We delivered almost majority of your items during the 1st delivery and delivered the rest within the month which we promised. 

  
  

  Our response. This statement is true to the extent that the rest of our items were delivered 30 days later (by an assistant, not by the original driver) - within the 30 day time period stipulated by the contract - but omits several important details. 

  1 - We had to purchase an outdoor gas grill out-of-pocket while we waited for the second truck to arrive. We would like to be compensated for the cost of the grill and for the inconvenience of waiting of the rest of our home furnishings to arrive. 

  2 - We need to purchase an air compressor (see attachment) because in the last hours of their loading our goods onto their truck, Farid told us that he couldn't haul the air compressor. We videoed the compressor when requesting our original quote for the move and it was added to the initial inventory included in the original quote from Trinity Relocation Services for Jet Movers.

  3 - We had to purchase a vacuum cleaner since they put both of our vacuums in the storage unit in Pasco, WA.

  4 - Our kids, who lived nearby, offered to store some of our goods, as the storage unit rented by Farid was too small too even store the items they could not fit onto the 26' Penske truck. We would like to be compensated for the inconvenience this caused our kids, who had to pick up and store the excess goods from our home.

  
  

  Their statement: When the 2nd truck arrived with the remainder of your times at the delivery, the only item missing was your dolly for which we compensated you $300 even though that dolly was worth a lot less. 

  
  

  Our response. Another false statement. Our dolly came down on the first truck and was taken by Farid 'Fred' Farooqi and his movers when they left our new home here in Surprise the first time. We contacted Farid immediately when we realized they took it with them, he did not reply right away. When he replied he said they would bring it with them when they brought the second load. We were forced to purchase a new dolly from Home Depot to finish the move-in on our end, but have never seen our original dolly again. That is a commercial dolly that we used in our business. When the second truck arrived, Raphael (Farid's assistant) told us the dolly was not with him.

  We contacted Jet Movers again and agreed to pay $200.00 short of the original invoice (not $300.00) for the loss of the dolly, but were told by Raphael that he would be bringing it back to us "the next time they came thru the Phoenix area". At that point, we planned on paying them the $200.00. We have never heard from or seen either Farid or Rafael since then. 

  
  

  Their statement: We did not receive any voicemails or calls from you. 

  
  

  Our response: Yet another false statement. We left two voicemails with you back on 11.29.22 with no response. 

  
  

  Their follow up question: Which number are you calling us at? 

  Our response: ###-###-####. Both Farid and Rafael have my mobile number, but have never called or texted me back. As further proof of their disinterest in contacting us and taking care of these details, their response to the BBB doesn't include any specific contact info.

  
  

  Their statement. If any items were damaged you can file a claim by going to our site under claims.

  
  

  Our response: We cannot locate any link on your website for claims. The only website address we have is **************** We have multiple damage claims (broken wall hangings), plus several items that are missing in shipment. We were also told by Ray at Trinity Relocation Group LLC (Job #B51***60) that Jet Movers would be able to move our portable air compressor. When Farid arrived to move us, he told us that he couldn't move it. We had no time to find a buyer, so we ended up giving it away.  We want to be compensated for the purchase of a replacement air compressor. 

  
  

  We were also totally under-whelmed by the lack of inventory and accounting that didn't happen. We've had multiple moves with professional movers and this was by far the worst - see attachment. Many of the mover's tags came off the boxes and it was impossible to see what arrived and what did not.

  
  

  We would like someone from Jet Movers and/or Trinity Relocation Services to contact us and make it right.

  
  

  Thank you.  

  
  

  **** *******

  
  

  
  

  
  
  

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Jet moving and storage was hired by a broker company. I paid them and have been waiting for my furniture for over 2 months and it has yet to be deliver. They don't answer calls or have return my money and under the contact it says that if they lost my furniture they need to reminburse me for the loss items. My children have been sleeping on the floor for 2 months now and wearing the same clothes that they moved with because they keep saying it be there next week and this day and it has not arrived. We are not rich and with them changing me more than what I was quoted we don't have money to buy more things. All our money went to the move. This has been the most unpleasant and unprofessional experience. I just want my furniture or the money they owe me.they should not be allowed to do business anymore.

  

  Business response

  10/21/2022

  Hello, we extremely apologize for any inconveniences. The delay happened due to natural disaster in the delivery region. This customer has been already delivered and compensated for the late days.

  
  

  Thank you

  Customer Service

  Jet Moving and Storage

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They gave me a quote with a deposit for $4500 and once they arrived they doubled the price to $9000 then said $8500 and wouldn’t move my furniture until I agreed and I had no choice and offered free storage until delivered They charged me for storage and a penalty because the driver called from the house after he already arrived and said there an additional charge because your not here when we arrived! Job# 5147896

  

  Business response

  07/12/2022

  Hello, we apologies for any inconveniences. We will try to answer every question of yours separately and you can check your contract to confirm as well.

  
  

  1) We did not deliberately charge you extra. You had an initial estimate with the broker for 439 cft but you had actually 900 cft when our movers arrived which is an additional 461 cft. We offered to transfer the cft listed on your initial contract unless you want to pay for the additional items or you can contact your broker. You paid around $2500 to broker for their fees, which doesn't come to us. We in fact give you additional discount. Also you had a lot of packing including many fragile packing which added to the extra charges.

  
  

  2) We offer 1 month free storage if customer request it prior to their pickup, we gave you 1 month free storage. Unfortunately, we do not offer unlimited free storage. We did contact you after your 1st free month storage was over, you mentioned that you weren't available for delivery yet.

  
  

  3) We did not charge you any penalty, although we did charge you for the 2nd month of storage at delivery.

  
  

  Thank you

  Customer Service

  Jet Moving and Storage

*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. ↩