FORT WAYNE, Ind. (WFFT) — When you’re moving into a new home, the last thing you want to hear is that all your furniture, clothing, and family heirlooms are lost.
Well, for one new Fort Wayne couple, that’s their reality.
The Shepherds recently moved from Arizona to Indiana.
All their worldly possessions, however, are stuck in limbo.
"I feel like no one cares," Brandon Shepherd said.
The Shepherds paid Smartbox Portable Storage and Moving just under $3,000 for their move.
The units were originally supposed to arrive on June 24, which was pushed back to July 12.
“I’ve been calling them every day since the 12th[of July],” he said. “No one can give us an answer as to where it is right now or when it’s gonna be here. Basically, all they keep saying is that it left Phoenix.”
Are the Shepherds all alone?
Well, FOX 55 checked Facebook to see what others were saying.
Dozens shared similar experiences in Smartbox's comment section.
Shepherd says the onus may not be on Smartbox — rather the freight company Estes Express.
So, FOX 55 reached out.
A representative said a manager would be in touch — FOX 55 never heard back.
“I think we’re probably gonna see more of these moving scams because people are on the move more," Nicole Thomas with the Better Business Bureau said.
The BBB reports about 13,000 moving complaints every year.
Thomas recommends the following:
1. Check the business’ accreditation status on the BBB website.
2. Look at their complaint history and see how they respond to them.
3. Read customer reviews on a wide variety of platforms.
“Just pick up the phone and call the company and ask the questions you have before you sign that contract. Once you put your name on the dotted line — you’re stuck with what you signed,” Thomas said.
Shepherd says Smartbox is working with him to receive a refund for the moving expenses.
But, how do you put a price tag on things that are irreplaceable?
“All those things have sentimental value. and have been passed down from several different family members for generations,” he said.
FOX 55 reached out to both Smartbox and Estes for comment — we've yet to hear back.