Keystone Moving Group LLC

About 6 months ago I had Keystone move my apartment across the States. The pickup crew was swift, gentle, and cordial, but by the time my shipment made it to me about a week later, countless items and furniture were crushed, scuffed, punctured, or otherwise damaged/broken. I had to meticulously write down and take photos of things for claimed damages before the single mover could leave. The mover also arrived days earlier than expected, which meant I didn't have any time to recover from my cross-country commute before having to deal with the unloading. I was lucky to have arrived just before them.

When it was obvious that no action was going to happen after filling out their claims form, I called weeks later to remind them of the damages. I was told they would reach out to me later that week via email to address things. This never happened. This would also be the only phone call from my number that reached a person, as all my other calls went to voicemail. (Coincidentally, when calling from a different phone number, they picked up just fine.) My emails to them also received no reply. Terrible experience from a terrible company. Will never work with them or trust anyone with my property ever again.

Move size: 1 Bedroom Home Service cost: $4500

WE EVEN FOUND ROACHES IN OUR BOXES!!!

I don't even know where to start with the experience. One of the past reviews read, 'If you want all your stuff destroyed, use these guys.' This statement holds true.

Nearly everything they packed or transported was broken or damaged. We are missing boxes, broken dishes, dented kitchen appliances, multiple toolboxes are missing, picture frames are scratched, and the truck leaked, which damaged a mattress, clothes, etc...

We even had to give back some boxes because they gave us someone els's things...

We plan on taking this to civil court; it is just painful because some of the things that were damaged are priceless due to family vacation memories.

Move size: 3 Bedroom Home Service cost: $5000

Be Warned Now! The quote you get from this company will be off by 1000s of dollars. Further more Amber or Jerry never return one of our calls after they received our money after we relocated to Ca.

We were over charged by Ambers go to, Bright Van Lines Carrier! For one day We were charged 600.00 additional monies because the carrier would not accept a debit or Credit Card, it had to be Cash Money.

Our furniture has been damaged because of people who were apparently not trained properly to pack, and the of understanding.

Even the carrier Bright Van Lines said that’s what get for going with a broker like Keystone Moving Group.

We arrived in Ca just in time to be in the worst situation you could imagine because of the Pandemic.

I strongly feel that price gauging is against the law in times that we are all going thru.

Lying and cheating is always wrong but it seems even harder in a crisis.

Not only were we deliberately lied to about the entire process but than we could not even get a return phone call about anything that had happened to us. At this point all I can do is warn you if your reading this, Keystone Moving Group will take your money and leave you high and dry.

I’m out 1000s because I trusted these people. They do not care! Take the time and make a few other calls and forget you ever looked up Keystone Moving.

Move size: 1 Bedroom Home Service cost: $5000

Came two days after I requested. I requested the Truck between the 25th-29th. Told me at first it would be 2,800 for a 1-2 bd apartment. Then told me it would be 4,100 three days before the move due to ACTUALLY having boxes since I RSVP this truck four months before moving. Obviously I wasn’t going to know how many boxes I would have. THEN told me the day they got my stuff was 5K. Told me I would pay in thirds, (day I RSVP the truck, day they arrived and then the day they drop everything off) yet made me pay the rest through VENMO to a personal account the day they picked my stuff up. Said my stuff would be there in under two weeks. Got my stuff over a week after the drop off time and then left all the trash on the front porch. When I called to ask where the driver was, they txt me the drivers number and told me to ask him myself. That isn’t my responsibility. I shouldn’t have to call the driver myself. It’s your business with my stuff.

Move size: 2 Bedroom Home Service cost: $5000

Worst experience!! They grossly underestimate your quote and not tell you initially they are a broker! They use movers who sub out the move. When third party movers arrived, we ended up paying thousands over original quote.

When delivery finally showed up, they were late from original time frame and was forced to sign Bill of lading and pay prior to off loading items.

Multiple pieces of furniture were broken beyond repair. I had half of my shipment missing and was told another truck was coming in an hour. They did not! 2 weeks later received partial items again and more broken and missing furniture parts! Do not go with this company! Scammers!

Move size: 3 Bedroom Home Service cost: $9000

I had a storage unit in Fla loaded & brought to me in NY- I was not there. Jerry comes across as being sincere- gives you a govt site to look up moving companys and their reviews. What they do Not explain is they r a Broker & you deal with 2 other companys besides them. So naturally I had some more boxes than I realized-15- was charged $1000 more. That was also after taking out a king size bed & replacing with a queen. Going back & forth with Amber & Driver- Jerry stopped taking the calls- Amber is the Nastiest person I have ever dealt with & I'm in Customer Service- She belittled my words over everything dealing with $, made sarcastic comments that I was looking for a refund of the $89 - they also charge for using a credit card- make sure to read everything- Do Not Go By Anything Any of These Co.'s say or promise. The 2nd Co. that I paid with CC went over the amount by $89 of charge they made me fill out online- Amber & Samantha sent over a form that Keystone would pay me back the $89 as long as I sign a form- also stating I did not bash them on Social Media etc- Amazing! Then said I can fill it out after I receive my items. Amber was literally screaming & yelling at me- And had the audacity to say I was a nasty person. Such Great Customer Skills- obviously hides in an office behind a phone- hung up on her- The movers that brought the items-3rd Co. Now- were amazing! All of my items were not brought -described & pics sent- boxes that were packed by them almost empty- $ robbed from me- plenty of items missing - A Sin- personal meaningful items- that I wanted as My Husband passed almost 7 yrs ago & wanted- that's how long I was paying for storage- So chalk it up as a huge mistake- should have done it myself- The bank credited my card of $89 charge- No Problem they said Worst Experience Ever & I had my husband pass away. They should ALL be ASHAMED & Put out of business- Theives & Liars.

Move size: Partial Move Service cost: $4200

This company purposely gave us an inaccurate quote. So here’s the scheme. They’ll give you a cheap quote no matter how many items you tell them you’re moving. Once you accept their quote they’ll instantly need a deposit which is usually half of the quote ( the other half is due upon delivery) the catch is once the movers arrive your initial quote will be about 3-4K lower than your actual TOTAL moving cost. Once the shock of the cost increase wears off you have two options. 1) pay the inflated price 2) cancel the move and lose your deposit. Be warned they don’t care after they get your money for the deposit and your move will cost thousands more than the quote.

Move size: 2 Bedroom Home Service cost: $6300

Leading up to my quote, everyone was cordial & very detailed as to how the moving process works as I had never experienced it before. I had to however cancel the transaction suddenly due to a death in the family. I have reached out to every person I had spoke to in an attempt to get my deposit of $750 back. I was even told “someone would get back to me” & no one ever did. I’m a single Mom who just lost a close family member & NEED this money. Being ignored in my opinion is extremely poor business practice. I sure hope someone reads this that can make a difference. Businesses are so quick to take your money, but when the roles are reversed, not so much! ? Jen- WA state.

Move size: 2 Bedroom Home Service cost: $750

DO NOT USE THIS COMPANY.

I setup a move from Aurora, CO to Frisco, TX. After submitting my inventory and making some adjustments, they gave me a final quote that was not supposed to change unless we added more stuff. HM Moving and Delivery company showed up with no packaging material, not enough boxes, and only 2 people. The quote changed instantly and increased from ~ $7000 ~$10,000. The company said they "weren't aware" the quote included packing even though it was clearly stated it did. The quote was for a 4 hr pack and ship and it ended up taking 17 hours over the course of 2 days. The showed up late both days.

My ship to date constantly changed and ended up being 9 days later than quoted, outside of the contractual obligated date. It came in two shipments instead of one.

Even after asking numerous times, I never received the paperwork from HM Moving. Keystone has stated they never received the paperwork from HM Moving. Keystone stated "You'll just have to sue them" as a final response.

The majority of my belongings were damaged. Keystone stated, in writing, they would take care of the insurance submission on my behalf on 4/17/2020. To date, they have not. Instead they have continuously dodged my phone calls and emails. When they do respond, it has been with incorrect and misleading information constantly.

HM Moving and Keystone have been non-responsive ever since. HM Moving has no website and no way to contact them outside of a phone number.

Keystone has engaged, like every other 1 star review here and on google, in deceptive practices, bait and switch, and a Myriad of bad practices as a business.

Move size: 4+ Bedroom Home Service cost: $11000

It's 8/18/20, I still don't have my belongings. A RUDE driver showed up on 8//15, a Saturday, with 22 pieces of 59 items & was paid $1100. The driver settled the bill 1st before unpacking. Of course, the driver & I had tension! Called Keystone. No results NOR reply from emails of pictures sent on 8/15/20. Keystone has YET to contact me.

I paid Keystone $400 to be my advocate.

Every person involved have their money; what are the chances I get my belongings?. You DECIDE: Do you like paying for service not received?. Kept in the dark where or if your belongings will arrive. Keystone sent money hungry, unprofessional movers to my home twice. Keystone CONTINUES to be M.I.A. Four different agents provided me with conflicting information or changed their obligation in the mist of the deal. KEYSTONE HAS YET TO CONTACT ME WITH COMPENSATION, A CALL, AN EMAIL, NOR A REPLY FROM OWNER.

I want my BELONGINGS, $400 from Keystone, + the extra $140 the 1st drivers gave themselves ($45 × 3 tip) not on the contract. Please learn from my COSTLY MISTAKES. I won't stop until I'm rectified.

Move size: 2 Bedroom Home Service cost: $2200

Our items were picked up on June 6th, and despite calling nearly daily, I have no idea where they are, when they will be arriving, or if they’ll ever arrive. We have been told on 7 different occasions to expect a call from Boost Express Van Lines, who are on their way, but nothing has ever happened. I think our stuff is stolen, but I’ll update this weekly, and update the service cost once everything is done. I have a feeling I’ll be providing many updates over many weeks, even though it’s been over 50 days already since our pickup date. Will our stuff ever arrive?

Move size: Studio Service cost: $0

Background

I set up a move from Redwood City, CA to Orlando, FL via Keystone Moving Group. After sending pictures of all our inventory, on June 1, 2020 Keystone gave us a quote of 923 cubic feet at $5.75 per cubic foot. After sending videos of all our inventory (to get the most accurate quote), on June 9, 2020 Keystone gave us a quote of 1171 cubic feet at $5.75 per cubic foot. They said that the quote would only change if we increased our inventory (which we did not). They were supposed to arrange a one day move on June 27, 2020 with a guaranteed delivery for July 5, 2020. After a confusing contract (we did sign an agreement with Keystone; we did not sign an agreement with the moving company) the move started with Oasis Moving and Storage. On June 27, 2020 Oasis arrived with too few men at a later than promised start time. Oasis was terminated on June 28, 2020 after arriving late, again, with too few men and damaging the floors in the townhouse we were renting/vacating. Keystone was able to secure a new moving company, Black Bear Moving and Storage to pickup our items on June 29, 2020. Keystone prepared a new Agreement, but again we signed no contract with the mover (at the time the furniture was picked up and delivered, we did sign a Bill of Lading which was prepared by Black Bear). Black Bear delivered our furniture and household goods (some of which were damaged) on July 7, 2020.

Unfair and Deceptive Practice as to Charges: Overcharging by misrepresenting cubic feet

When Oasis arrived they quoted us 1600 cubic feet at $5.75 per cubic foot. Keystone adjusted the “binding quote” to reflect 1671 cubic feet prior to Black Bear arriving. When Black Bear arrived they quoted and charged us for 2450 cubic feet. They loaded our items into a 26 foot Enterprise box truck. Our items were delivered in a 26 foot Penske box truck. The exterior physical dimensions of the truck on drop-off, which we measured on video, totaled under 1700 cubic feet. Further, our items were transported with another customer's items, which the movers indicated amounted to approximately 200 cubic feet. Black Bear charged us for transporting 2,450 cubic feet, 44% more than could possibly be accommodated in the truck, and much greater than the 1,671 cubic foot “binding estimate”. Our household goods occupied no greater than 1,500 cubic feet.

Bait and switch

Multiple photos and videos were sent to Keystone for estimation of the cubic feet. The estimation provided was less than precise. The inventory lists completed by Keystone based on the photos and videos were confusing. For example, the inventory listed a “bed” without being told that a bed was the mattress without the box springs. The original under-estimate of the cubic feet through the inventory Keystone prepared according to the photos, videos, and text messages we supplied them succeeded in getting us to sign the broker contract in furtherance of the bait and switch cubic feet overcharge.

Other Issues

Prior to being terminated, Oasis packed our items in boxes with their packing material. Keystone put in the adjusted binding quote, $62 for packing material. Black Bear charged us for $1441 worth of packing material. There is no indication for what packing material equaling $1441 was used (because their packing material wasn't used!).

On July 8, 2020 a representative from Black Bear called to confirm delivery date and acknowledged they didn't meet the “guaranteed delivery” and said that the $1000 extra paid for the “guaranteed delivery” would be refunded to the credit card. No refund was ever processed as promised.

On July 23, 2020 we sent an email to Black Bear and Keystone regarding the concerns about the overcharges for the packing material and the cubic footage as well as the guaranteed delivery which we still haven't received a refund. On July 24, 2020 we disputed the overcharges with the credit card which was used to pay for the move. (Payment by credit card or otherwise was required as a precondition for delivery). As of July 29, 2020 we have not received a response from either Black Bear or Keystone.

In summary:

-Keystone grossly misquoted the cubic feet, assigned an unreliable and unprofessional moving company (Oasis), and then assigned a moving company (Black Bear) that overcharged the cubic feet and charged for services/materials that were not rendered/supplied.

-Oasis sent too few men, was late on multiple occasions, and damaged the floors

-Black Bear overcharged for packing material and cubic feet as well as missed guaranteed delivery window and has not given a refund as previously promised

-Keystone and Black Bear haven't responded to our email with concerns and request for a refund of the overages.

Move size: 2 Bedroom Home Service cost: $16577

Found via a moving quote website. They actively pursued business and seemed transparent enough, delivering the cheapest price. Day of move, showed up half a day late after telling me on the phone they were "down the street, turning on our road" hours before. Up charged us 35% on the initial pack from pick up. That’s how they do business based on reviews from multiple sites. Broad or bad quote upfront, then they pack a rented Budget truck with hired hands day of, over charging based on how they pack. Gives them flexibility to play with dimensions of a truck and pack to upcharge.

Delivery WAS AWFUL. I have moved more times than I can count in my past military days and have worked with tons of companies nationally and globally. This was a distance of 6 hours..they ghosted my phone calls majority of time. Eventually when I would get someone on the phone, they would promise next day delivery..this continued for nearly two weeks!!Plenty of excuses as to why they didn’t deliver on multiple promised dates (driver sick, driver didn't wake up, slow commute, transport issues, family issues etc). I almost filed a report for lost/stolen goods. Delivery showed up 14 days later for what should have been easily delivered in 1-2 days..6-hour commute?!

Showed up and threatened to not deliver property if not paid up front (without proving they were even delivering our stuff). Very unprofessional. Rude. Made a mess of our bathroom when leaving.. Lots of damage on our furniture, which a claim is being filed. But knowing them..probably won’t get back $1 dollar. Lesson learned, don’t try to save money. Hire a nationally recognized, branded, 100% insured moving company with a legitimate reputable name.

Move size: 2 Bedroom Home Service cost: $2700

Keystone Moving Group member Bernard Bishop went above and beyond to make sure my move went smoothly and stress-free. I visited several moving companies prior and Bernard was the most punctual and made sure all of my expectations were met. Its hard to find a company that actually treats your belongings with care and no damages, Keystone did exactly what they promised. They wrapped my belongings as if it were their keepsake with so much thought and care which was very important to me moving my family heirlooms. Also, Mr. Bishop made sure I understood everything I was signing and upheld each commitment. My family and I moved from Florida to Georgia with no hassle mentally nor financially with the help of Keystone. I've recommended their services to many of my colleagues and if in the future I need to move again I will definitely use their services again.

Move size: Partial Move Service cost: $5438

I used Keystone to move a storage locker from the east coast to the west. I was given instructions to pay 1/3 up front, 1/3 at pickup, and the rest at the time of delivery. But the night before the move, the quality assurance department increased the estimate by $900 which I paid immediately so it would not affect the pickup and delivery amounts. No one told me the payment was recalled by someone at Keystone. I had wired the pickup fee to my representative at the origin. This was no longer the correct amount since now there was also a $900 amount added to that. I could not wire more money. The accepted the payment and my things and all seemed fine. FOUR DAYS later, I found out by CHANCE (I called the Keystone office to find out what the delivery balance would be) that without the extra money required by the $900 amount, and $400 additional services, they did not ship my things. IN FACT, they unloaded them in a warehouse in another state because they didn't have enough money. But where was my call? Who told me? NOBODY. So my payment of the correct amount meant waiting another few days until they could get the labor and resources to RE-LOAD the contents back into an available truck. A delay of a week, my things unloaded and loaded, TWICE, and a parrot on the phone re-stating over and over "it stated in the contract that ...". I tried to tell this parrot that the reversal of that payment was the reason we are in this mess. "But ma'am it stated in the contract ..."

If you use these people, you will have a nightmare move!!!

Move size: Partial Move Service cost: $5300

I am extremely happy now that our delivery occured yesterday to our new home. We were leaving California as fassst as possible to get to Texas, and boy did Keystone Moving come through for us.

They took us from a 4 Bedroom house to a 5 Bedroom house seamlessly! On time for pickup, professional service, On time delivery, everything reassembled by them and in perfect condition!

Everything we could have asked for! Highly highly recommended!

We wil surely use them in the future and refer Keystone to friends and family.

Specifically, Id like to thank Christina from their Customer Service for answering all of our calls and keeping us informed throughout the whole process.

Thank you, thank you, thank you.

Move size: 4 Bedroom Home Service cost: $4903

Talking to Frank about the move was ok. I have to admit he hooked me about showing me no negative reviews, but doing some more research I found out there are multiple people in the same situation. I told him everything I had and the cost was going to be about 4K. Come to find out once they got my deposit of 1200 they handed me off to Bernard. I went in to GREAT detail about what I had and then looked at the inventory HE took and it was completely off. A four bedroom home that only utilizes 60 medium boxes and that was all he had in there, not to mention a bunk bed with a trundle, so that means 3 twin size mattresses. I couldn’t stress this enough, so he called me back an hour or so later after going in to great detail with him what I had, another $1200ish. So I paid him. The. The moving day came. I was told Saturday at 0900. Nothing. Then 1200. Nothing. Then I get a call at 1pm saying they are having truck problems, which I understand and was told that they would be there on Sunday around noon. Finally at 3 pm 1 guy shows up. Then an hour later another guy shows up finally got the whole house packed up by 10pm. With my wife and 3 children waiting. Me expecting maybe another 1200 I was charged $2800. Ok so I asked what the balance was left and I was told that I would have to pay about $1000. Ok cool. Well now I have to pay another $1800 when they deliver it. I’m in it close to $7000 when I could have done all the work myself and still have less the headache. But I am sure that it’ll be me that doesn’t know anything about moving ( even though I’ve had multiple military moves)It’s not even about the money, it’s the fact that I got hustled. And I got a discount too because I am retired military. I will never use this company again. I would rather pay the 10k and use a more established company who outsourced their help through a temp agency. Complete garbage. P6761789

Move size: 4 Bedroom Home Service cost: $7000

Horrible company to work with. They were 4 days late on picking up our house, causing us fees. They have now had our stuff for 2 months with no sign of delivery. They give zero updates, the owner “Christina” has yelled and swore and me and my wife, not very professional. They have all of my sons documents so he cant even be enrolled into school, he’s 7, and cant go to school. Not only that but they dont even follow how they say their company is going to pack larger items, my 2 motorcycles should have been packed into crates, nope, I’m sure they will be dented and scratched when I get them back. When confronted about their poor communication skills they claim their responses to reviews on other sites count as communication. Whatever

Move size: 2 Bedroom Home Service cost: $6000

Keystone movers are reasonable to good company to work with but I really think that it depends heavily on which area. They are handlers and work with different shipping/trucking companies. We moved from upstate NY to Florida and they work with Fastlinkmovers (PA). We had an overall good experience especially taken into account that it's very hectic at the moment. We had a 26 ft truck for ourselves and that helped a lot as they filled it up and 5 days later it was in florida. The issue is that if you don't have a full truck you might end up being depending on others (shared truck) and than it can take a long time. There is no guarantee on when stuff arrives.

Some other remarks. I think their quote is correct but you need to read the fine prints. Surcharges can add up. We paid exactly what was quoted. No surcharges at all.

Christina and Allie were very responsive and available however they do send a lot of auto generated emails which is often confusing. Overall it could not have gone much better given the COVID situation. We are overall satisfied.

Move size: 4+ Bedroom Home Service cost: $6000

My 69 year old mother fell out of bed and broke her femur the day after Christmas. Luckily I was visiting her for the holidays when it happened. After a long heated discussion with my husband we decided to have her move into our guest house to live with us in Sarasota, FL. Being the first time I've looked for a state to state moving company I had no clue I would get what must have been 50 phone calls over a 2 day period. I ended up making the decision to go with a company which I shall not name because I don't like bashing businesses. What I will say is they showed up in a small beat up truck with graffiti on the side with two guys who smelled like they just finished polishing off a bottle of liquor. We needed her stuff moved out that day because my husband and I were already beginning to miss work (we were still with my mother in St.Louis). The last straw with this horrid company is when the driver told me they were going to charge me $500 to pack up my mother's glass china cabinet.. Oh and did I forget to mention that they said the price would probably be triple what I was initially quoted even though I reserved the entire truck when I first setup the move?? They then proceeded to tell me that that was just an estimate and this is the real price, they even said their tip wasn't included in this new outrageous price. My husband finally blew up and using some choice words told them to get lost.

I had received a quote from an employee at keystone over the phone during my initial search. Their quote was higher than what I wanted to pay but they also had some of the best reviews out of all the other companies I looked at. My husband called them and they immediately called one of their crews and had them come out to our house 3 hours later. We made the decision to pay keystone a large deposit after we probably lost the first one with dumb and dumber (we eventually got our money back from the first company). They sold us on "binding" quote and their reviews. The movers show up dressed well NOT smelling like liquor and immediately got to work. They wrapped up her china cabinet for $50 and loaded up the truck within 7 hours. They took their time wrapping up everything and carried out everything one piece at a time. The final price went up $50 for the china cabinet. They delivered everything in great condition and didn't ask for a penny more. They answered all of my phone calls. Overall hire this company if your looking to move, their price might be higher than some other quotes but it is 100% worth saving yourself a huge headache. Thank you Jerry and Samantha!

Move size: 3 Bedroom Home Service cost: $4600

I don't use reviews much and had help creating this account from my son. I wanted to tell other people about my experience with this company. I moved from Denver to Jacksonville at the end of November. My son asked for movers on google and got multiple phone calls. Out of all of the people he spoke with he liked Carly with this company. I spoke to her the next day and she quoted us at $4032 and said the price wouldn't go up. Their reviews were also exceptional and she warned us about scam moving companies. I made the decision to go with Carly and paid a deposit. They hired another company to come do the move for us. The driver wanted to charge us $400 more for a motorcycle we decided to bring but ended up settling on $200 after I spoke with the manager at Keystone. They did a fantastic job otherwise and everything was secure on the truck. I got my stuff about a week later and the driver was very nice and friendly. My stuff is not damaged and nothing missing. I scheduled another move with them for my daughter who is planning to move in the next month. I recommend them to anyone else moving.

Move size: 3 Bedroom Home Service cost: $4032