It was just a bad feeling: Movers packed their belongings. Then, the truck went missing
A Family’s Turbulent Moving Experience
Graduation is supposed to be a joyous time, but Taylor McKenzie says a turbulent moving experience left her looking for answers.
Taylor and her mom Suni Moore hired a moving broker who arranged her move in June with a company named Cross Country Movers. The company has an address in Hallandale Beach, Florida.
Red Flags
Suni says two movers showed up on the day of the move, and so did the red flags.
First, she says the movers asked her to pay hundreds of dollars more than the original estimated price.
Next, she says one of the movers told her quite the story about himself.
“He said, well, when I got out of prison, I took the bus and I’m thinking, ‘Okay, you just got out of prison,’” Suni recalled.
The Truck Went Missing
After the truck was loaded, she says they never saw their items again.
“And I knew something was going to happen. It just was a bad feeling,” Suni said.
She says days after the move, they got a phone call from a company representative.
“And she said, ‘Okay, well, the truck was missing on Monday and was found today on Wednesday and all of Taylor’s stuff is gone,’” Suni said.
The Company’s Response
According to a police report filed by the owner of Cross County Movers, he told police the movers never returned his truck and stopped returning his phone calls.
When NBC6 Responds reached out to Cross Country Movers, a representative told us in a statement they did try to resolve the claim with the customers and issued a refund of the initial deposit.
They also made an offer of $1,940 to resolve the issue under their standard liability insurance. A policy offered to customers under federal law.
History of Complaints
Taylor and Suni aren’t the only customers who have complained about their moving experience with Cross Country Movers.
A quick Google search of the company and its owner, Yehoshua Vaknin, shows a history of complaints.
Previous news investigations detailed complaints from other customers who ran into issues with the company or Vaknin.
We found customers filed 16 complaints in 2024 with the Federal Motor Carrier Safety Administration against the company. In 2023, the FMCSA reported 12 complaints.
Reincarnation
Moving companies often shut down and reopen under a new name. It is something FMCSA Division Enforcement Chief Monique Riddick calls “reincarnation.”
She says it’s an issue the FMCSA is working to fix with a new registration system with stronger checks and balances during the company’s registration process.
Conclusion
As for the lost items, they still haven’t been found. Pembroke Park Police told us this is still an open investigation, and they still have not developed many leads in the case.
Suni told us they turned down the initial offer from the company because it was just a fraction of the total cost it would cost them to replace the items.
She says, at this point, she has plans on taking the issue to court.
FAQs
Q: What can consumers do to protect themselves from moving companies like Cross Country Movers?
A: Consumers can check the FMCSA website to find out if a company is registered with the Federal Government and see three years’ worth of complaints. They can also find out who the registered owner of a company is by searching the name of the company on the Florida’s Sunbiz website.
Q: What is reincarnation in the moving industry?
A: Reincarnation is when moving companies shut down and reopen under a new name. It is a common issue in the industry and one that the FMCSA is working to fix with a new registration system.
Q: What can consumers do if they experience issues with a moving company?
A: Consumers can file a complaint with the FMCSA and also contact the company directly to try to resolve the issue.
