Five Star Moving Company

If I could give a negative on this company I would. Let me start from the beginning. I reached out to Five Star to schedule a move, out of state. I talked with Austin Devereaux. He took down my information and gave an estimate of $1,721.88 to move a 2 bedroom 2 bathroom apartment. Now, I know that is an estimate and can be shifted. I told them two available dates, October 19th and October 20th. October 20 would be primary date, but October 19th as a backup. To lock in my move, I made a payment of $450.00. Everything seemed fine. I am well aware Five Star is the BROKER and not the actual company who will move me. They conveyed that I will get a call about a week ahead of time to see if any changes were made with my items or inventory.

On a Friday night, October 16th, I receive a phone call from Legacy Moving, wanting to inquire about my move. I did not know who they were at first. However, it made sense after a few minutes of talking. I asked could we speak on Saturday, considering it was Friday night. That Saturday, October 17th, I spoke with a gentleman with Five Star Moving by the name of Thomas. Thomas asked if there were any changes to my move. I stated that a washer and dryer would be excluded from the inventory. My estimate then went from $1,721.88 to $1,224.80. Great save, right? Now, he did tell me that when the movers come, I will be giving them 70% for pickup and once we arrive to the destination, 30%. I could pay either with Cash or Postal Money Order. I have no paperwork from Legacy, just Five Star Moving Company who has given me an estimate.

On Monday, October 19th, I receive a phone call from a guy by the name of Edwin at 9:00 in the morning. He tells me that he and another gentleman will be at my place within two hours to help me move! Where was the preparation? I said Tuesday was the primary date! What notification did I receive to plan accordingly? Thankfully, Edwin was very nice. I told him that my goal was to move on TUESDAY to PA and unpack there, making ONE straight shot. Edwin follows up to tell me the insights of what were NEVER discussed with me from NEITHER FIVE STAR MOVING COMPANY OR LEGACY MOVING! If you want a ONE DAY move, from Point A to Point B, you'll be paying per the mile to have your stuff delivered the SAME DAY! This is so your items are consolidated with others. They feel as though on a long haul, it's suitable to pack everyone's items together to make the trip worth it. If you do not want your items in a storage for weeks, you'll be paying about 70 cents per mile to have your stuff delivered DIRECTLY. Nonetheless, I told Edwin that I am prepared to move Tuesday, October 20th. I also asked Edwin could I receive paperwork from Legacy, before the move. I was unable to view any paperwork except the paperwork that was received from Five Star Moving Company. Not sure why Austin Devereaux felt as though they would just tell the movers to come Monday without first speaking with me and going according to the plan of the primary date.

Tuesday, October 20th. It's moving day. The movers were 3 hours late. Not too big of a deal, though I wish they were prompt. Edwin and another gentleman arrive to go over paperwork with me from Legacy that I have never seen. When showing Edwin and his partner my space, they were unaware they would be moving a 2 bedroom 2 bathroom apartment. We looked at the paperwork. Five Star Moving Company quoted me for 421 cubic feet. This is why my price was stated at what it was. The items I had DOUBLED the cubic feet you guys quoted me for! Literally, I told them I was moving a TWO BED TWO BATH, yet, they had me quoted at 421 cubic feet. So, you could go ahead and DOUBLE my estimate!

Five Star Moving Company, I cannot tell you how disappointed I am and was that day. Literally, COVID is going on and you guys have the audacity to care more about sealing a deal to ensure your pockets are full, rather than giving ACCURATE quotes and taking the time to ENSURE quality customer service.

Austin Devereaux, made a mistake, buddy? Literally. You saw it was a two bedroom I was moving, yet, failed to adjust it to fit the PROPER total. This hurt me, financially.

Thomas, we spoke that Saturday. We literally went over the inventory. Any person viewing it could read I was moving a TWO Bedroom and not a ONE bedroom. Why not be straight forward with me? You saw the inventory. You both knew that was more than 421 cf.

In conclusion, due to NOT knowing about the consolidation rule BEFORE the day of my move, I had to pay over $700 just to have my stuff delivered the same day. Thanks, Legacy Moving.

With being wrongly quoted by Five Star Moving Company, my quote doubled within that day. Thanks, Five Star Moving Company.

For those reading, yes, my moving quote DOUBLED!

I will never use, nor recommend, Five Star Moving Company. or Legacy Moving.

Total moving quote 4,050

Sincerely,

One unhappy customer.

Move size: 2 Bedroom Home Service cost: $4050

I was looking for a reliable moving company to move my items from Texas to California. Little did I realize that Five Star is a broker and actually used a company called Revolution Moving Systems, Inc. who had poor communication and damaged or never delivered (stole) some of my items. When putting in the claim, for items worth $500, they wanted me to take $33. Next time I will be using a national chain of movers. The price I was originally quoted from Five Stars ended up not being what they said at all and was just as expensive as what the national chains quoted me. I extremely disappointed that no one seemed to care that my items were not delivered or stolen, except one female receptionist answering phones at Revolution Moving Systems who actually apologized. If I could give a negative review, I would. Will never ever use them to move my things again, and would tell others not to use them either.....misrepresentation for sure.

Move size: 3 Bedroom Home Service cost: $8000

Worst moving experience I ever had. They said yes to everything when they tried to get my deposit, but do not honor agreement when it counts. Our agreement clearly stated ' Customer will get a 100% refund of deposit if customer decides to cancel the move with Five Star Moving Company, up to 7 DAY BEFORE THE MOVING DAY.' 2 weeks before I move I cancelled my booking due to their extremely high rates comparing to competitors and not able to give me an exact pick up day, and I was refused my $600 deposit refund. They talked down on competitors, even took out the link to our agreement right after they refused my refund. Fortunately I have records. Beware consumer. This is a very unethical company. Beware !!

Move size: Partial Move Service cost: $3100

This company is a SCAM. All the positive reviews are fake!! Believe the negative reviews because that is the true experience you will get. I was naive and I wish I trusted my gut when I saw the negative reviews. Protect your piece of mind and take your money somewhere else.

My move is from CA to TX. As I write this review my items are still in CA when I was quoted they would have been delivered 2 days ago.

They [NAME EDIT] gave me a deceiving quote,pick and arrival date just to get my deposit.After they got my money, they gave my move to another company(actual movers) who picked up my stuff a day late, charged me twice the price I was quoted and my stuff are still in CA(movers put it in another storage waiting for other moves to fill the trailer).It's 2 weeks later, not even sure when my items will be delivered (it should have been delivered 2 days ago). I called [NAME EDIT] at Five star moving and he hung up on me yelling I should talk to the movers. Of course I called my bank to get my $500 deposit back (which I did! Thanks to American Express :-)), because they didn't provide any service, if anything they lied and caused me more stress!

Move size: Studio Service cost: $5600

Terrible company and buyer beware. We hired them for a long distance move from NY to FL. This company is a broker that hires other moving companies and assigned me a poorly rated moving carrier called Moving Pros who tried to change my moving date at the last minute, despite it being arranged for days and then charging me extra fees including elevator fee despite having that clearly listed in the contract that I would not be charged for. Having been put in the corner after all our items were already in the truck and did not have a plan B in place, we had no other choice but to pay the fees. At the end we ended up having missing items damaged goods. We called Five Star and complained, who stated they could do nothing about it. The manager was very unprofessional who ended up cursing me out and forcing me to remove my review otherwise would not help me with the claim process. Fast forward months later, nothing came out of the claim and we are looking into getting reparations somehow. Would not recommend to anyone!

Move size: Studio Service cost: $1900

I booked Legacy Moving with a Five Star Moving. Five Star Moving is a broker, they are NOT the actual moving company. I found this out after booking. The entire drop off let me know that Thomas from Five Star will say anything to secure a sale. My items were picked up on August 29, 2020 and I was informed I would receive them August 30th or 31st, and that a bed in the drop off location could be dismantled and removed by the movers. Neither of these occurred. Following the pick up on August 29th,  I attempted to obtain information from Legacy about when my items would be dropped off. Legacy Moving employee, John, stated “Not to sound like an asshole but deliveries aren’t our priority since we have 21 days to make them.” I was shocked. I would not have booked the movers had I been informed it could take up to 21 days to receive my items. My items were eventually delivered to the drop off location on September 2ndat 9:30PM. The movers were at my home until 1:00AM. Before they unloaded they truck, I was forced to sign a document stating that all of my items were delivered and there were no damages. I found this highly unusual. The movers called Thomas and he said this was standard practice. There's no way that is true. I had to sign or would not have gotten my items. From the very beginning of the drop off the movers complained and were extremely rude to me and my father. They were upset because it was late and several items had to be removed from the truck. When asked about removing the bed already at the drop of location, they responded with “We don’t do that stuff.” and “If you take care of my guys, they’ll probably do it.” The latter was a statement from Scott who mentioned several times that in order for things to get done, I need to tip his team. My father had to dismantle the bed and help the movers remove it from my home. To make matters worse, several of my items were damaged. I submitted a claim the week following the drop, it was approved by a third party company October 28, 2020, I did not receive a check for said damages until January 2021. I would give them zero stars if I could. 

Move size: Partial Move Service cost: $1900

Our original quote was awesome for our 2 bedroom 2 bath apartment at $2,700. Two days before the move I sent over about 15 photos with all of our stuff pictured and a detailed list of the amount of boxes and size.

Understandably the quote doubled to about $4,700, however they pushed our moving date by a few days- messing up our daughter’s birthday stay at the Great Wolf Lodge. We didn’t receive confirmation that they were coming until 12 hours before. On the morning of the move (which ended up being a Saturday) they called us at 5:30am and said they’d be there in an hour. Four men showed up, two in a 26ft uHaul and two in their own vehicle. It took them a few hours to pack the uhaul. My neighbors were out there most of the time with my children, and Scott and I were in and out. Someone was always watching the truck. After they had packed everything we owned onto the truck the lead told us it was going to be 12k because we had taken up 2,400 cubic feet. TRIPLE the cost. After debating for almost 3 hours and trying to get ahold of Five Star Moving- we had nothing. This moving company (not the broker) which was Visions Moving & Storage LLC said either we pay it or they dump everything back onto the busy street. We had already closed out on rent, our van was packed, and no one was there to work with us or for us. Scott was able to talk them down 1k. So we paid half the deposit then. We were told 1 to 7 days until we received our stuff. Our stuff was picked up on June 26th and we didn’t receive it until July 17th.

While waiting for our stuff- it was revealed that the moving company Visions Moving & Storage LLC had charged us for TWO 26ft moving trucks. We barely filled half of one. Our apartment was 1,100 sq feet. When we argued and showed picture evidence and had neighbors as references Visions Moving and Storage LLC said we must have not been watching close enough when they switched the trucks. They’re quick….. Um what??? We paid for two moves. A 26 foot haul doesn’t even hold 2,400 cubic feet. There was no way we could have met that value. Five Star Moving Co pretended to help, it was pathetic for a lack of another term. They were unable to lower costs or refund our deposit to them. When we told them it was THEIR responsibility to pick us a moving company, they said it wasn’t their responsibility. YOU HAVE ONE JOB!? I mean seriously, that was your company’s one job. Through broken texts we were able to work with Visions Moving and Storage LLC and threaten to hire an attorney, which allowed us to come down by another 1k before our stuff was delivered.

When the moving truck finally arrived. We were unable to see our things until our bill was paid. We were also told last minute our bill would now have to be paid in full cash and not cashiers check. Shady! Part of the moving package was that they would put all of the boxes into the right rooms and rebuild furniture. The moving truck showed up with one person and another person he found off craigslist. They dumped everything in the garage, and we had to fight them to move at least half into the house and some of the heavier furniture. They flat our refused to move our couches up stairs and then dropped them on the way in when I begged them not to leave them in our garage with these Arkansas bugs. The lift to the truck was also broken, and leaked fluid all down our driveway.

Also included are the measurements of the truck as it was opened on our driveway before anything was taken out.

I held it together pretty well until I started opening the boxes. I’ve included pictures of the damage. They smashed in my instant pot, my book shelves are unusable, and brand new Ikea tables that now have holes in the top. If you know me, you know I loved my gallery wall. I’ve worked years building it up and it’s seriously all of the things I love. Opening that box is when I lost it. More than half of my pictures including custom art were smashed, one picture being damaged so much it will have to be reprinted. None of our stuff will be replaced or refunded because we were told multiple times they never have trouble with damage. After we paid the final installment for them to open the truck, Visions Moving & Storage LLC completely ghosted us. They have not answered a text, call, anything. Five Star Moving has responded and said that they would look in to damage reports for us. I don’t have a lot of hope…. After a long 7 year journey through Scott’s Med School and Residency and the 5 states we’ve lived in, this was not how I wanted to end it.

At the end of the day, it’s probably a fine amount for a move. I’m more upset that there are people and companies out there who think they can take advantage of people, especially young families who are just starting to get on their feet. I hope they can sleep at night ?

Move size: 2 Bedroom Home Service cost: $11000

Never trust this broker. Made promises that were never kept. Arranged a move from Los Angeles to be delivered at a future date to NYC. Requested move to be scheduled and more than 3 months later nothing scheduled. Told he did his job when the pick up took place. Said he would have another mover pick up that week, again no.

Had to after months contact the moving company that he brokered with to be told they were going out of business as soon as they completed their final moves. Had to hire a different mover to pick up in Las Vegas. Totally disgusted with his broken promises and utter disregard for the customer. BEWARE

Move size: 1 Bedroom Home Service cost: $5100

It has taken me a long while to write this review (6 months). I am just so disappointed in Five Star Moving Company. I thought they were sincere regarding their marketing statements and offer of help; but they are just another company all about profits with what seems to be very little regard for their customers and providing a quality service. You are not contracting with a company who has your best interest at heart. They do not seem to understand that their customer base is already stressed out and desperate to believe everything they tell you when trying to get your business. I can tell you if you decide to contract with Five Star Moving Company make sure that you have the sales rep go paragraph by paragraph with you because they quote their contracts quite often when problems arise. Make sure you ask them what to do if the carrier who shows up has no tools to dismantle furniture, no moving quilts for furniture and they want to double the cost. Also, don’t let them talk you into overestimating the final quote. They charge you if you change that first quote even if the sales rep told you to overestimate so I could get a refund if the cubic feet was over. Get it in writing as to how the size of the load will be verified legitimately and accurately. Make sure you get a list of their 4-5 star only carriers to research and put in your contract that if it’s a less than 1 star carrier who shows up, you send them away and demand your fee to 5 Star returned in full. Make sure you know the name of the carrier who takes your load as soon as they have it and don’t accept any carrier whom you find sketchy or 24 out of 25 reviews are horrible; no matter how many times they reassure you it will be fine. Make sure you read every line of the Rights and Responsibilities pamphlet you are supposed to receive prior to you signing the contract. There is so much more I could say. I was financially devastated by the disaster of a move they provided for me. I can’t even get the carrier they contracted with to pay the reimbursement for damages that his insurance company told him to pay. 5 Star said they would put pressure on them to pay, but I haven’t heard from them since they found out how much I’m owed. I assume they couldn’t convince the carrier to pay either. I guess the summary is, ask how their carriers are vetted, read everything twice and do your research on the carrier they say is coming to pick up. I had very nice furniture in pristine condition and now I have an apartment filled with thrift store furniture with every piece having some damage. Also, make sure you get full value insurance. I’ve made many moves in my years and never had damage issues; never had any claims. This was worse than anything I could have imagined. Don’t settle for less than exactly what you are paying for. Personally, I will never use a broker again.

Move size: 2 Bedroom Home Service cost: $8500