How the Alleged Scam Works

NextStep Relocation markets itself as a full-service moving company. Marketing materials and sales representatives have allegedly implied that veterans perform the moves — a claim that consumers report is not substantiated by what actually occurs on moving day.

In reality, NextStep Relocation is registered with the FMCSA as a moving broker. They do not own trucks, employ movers, or perform any physical moving services. Their business model is to collect a deposit and fee from the consumer, then contract the actual move to a third-party carrier.

Federal regulations (49 CFR Part 371) require brokers to clearly disclose their broker status in writing before any contract is signed. Consumers report that this disclosure was not made clearly or prominently.

Consumers report that NextStep Relocation provides quotes that are dramatically lower than competitors — sometimes by 30–50%. These quotes are typically given over the phone without an in-home or virtual inventory survey, making them inherently unreliable.

The quotes are based on estimated cubic feet of space rather than weight. Weight-based pricing is the industry standard for interstate moves because weight can be verified on a certified scale. Cubic feet pricing is subjective and difficult for consumers to dispute.

The low quote is designed to win the consumer's business. Once a deposit is paid and moving day arrives, the conditions are set for the next phase of the alleged scheme.

On moving day, a crew from a third-party carrier — not NextStep Relocation — arrives. Consumers report that these crews are unknown to them and were never disclosed as the actual service provider.

After belongings are loaded onto the truck, consumers report being told that the cubic footage exceeds the estimate and that the price must be revised upward. At this point, the consumer's belongings are on a truck and they have no practical ability to refuse.

The overage rates reported by consumers are significantly above market rate. The combination of a lowball estimate and high overage rates results in a final price that may be two to three times the original quote.

This practice — loading belongings and then demanding more money before delivery — is sometimes referred to as "hostage freight" and is a violation of federal law under 49 U.S.C. § 13905.

Because NextStep Relocation brokers moves to multiple third-party carriers, consumer belongings may be transported alongside other customers' items. This practice — known as intermixing loads — increases the risk of loss, misdelivery, and damage.

Consumers report that furniture, electronics, and personal property arrived damaged. Some items did not arrive at all. Structural damage to homes during loading and unloading has also been reported.

The third-party carrier performing the move may have different insurance coverage and liability limits than what was represented by NextStep Relocation at the time of booking.

When consumers attempt to file damage or loss claims, they report that NextStep Relocation does not engage meaningfully with the process. Consumers describe being ignored, transferred between representatives without resolution, and treated with hostility.

Under federal law (49 U.S.C. § 14706, the Carmack Amendment), moving companies are required to acknowledge receipt of a claim within 30 days and resolve it within 120 days. Consumers report that NextStep Relocation does not comply with these requirements.

Because NextStep Relocation is a broker, they may attempt to deflect responsibility to the third-party carrier. However, brokers have obligations to consumers under federal law and cannot simply disclaim all responsibility for the moves they arrange.