ComplaintsforReliable Moving Co LLC

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved on July 26th from ******** AZ to ************ AZ. On June 16th, **** one of the owners from Reliable Moving Co came to my house in ******** and I showed him the items I take to ************. On June 4th got a quote and grand total for $2,870.00. I have paid down a deposit of $1,000.00 balance is $1,870.00. On July 26th, a 3 men crew came, one of the man asked where we going? I told him to ************, don't you have the papers? He asked where is GV, I told him about 20 min out of *******, he said oh no. The men been at my house all day long, they packed the rest of the kitchen stuff like dishes etc. The most i had packed already in large plastic boxes. They left my house around 6:30 PM, they worked very slow, I got quoted 6-12 hrs. and ended up paying for 21.5 hrs. After the men left I had no communications with Reliable Moving Co about a price change. Oh, they run out of tape at my house & had to wait for **** bring more tape, I paid for the waiting time too.A little after midnight on July 27th got a phone call from Reliable Moving Co they tried to charge my credit card $8,752.00 and the bank declined. I ask how much?? Got told $8,752.00. I asked what happen to the balance of $1,870.00 ?Had to call the credit card and had to wait for a supervisor to approve, that took a while, in between time the 3 men didn't do anything (no unloading). They waited until I called them back and heard from the bank. The whole move cost me $11,074.00 from ******** to *************I'm fully aware that I took a few more items with me , like 2 wagonwheels,leather loveseat,a few more outdoor pots, a table for behind the couch. But those items don't end up costing $6000 to $8000 more. The next day I talked to **** (owner) about the cost, I got told it was raining, storming, the men couldnt work, that I took a lot more items with me (not true), the items are listed above I added. I cannot help when it is raining etc. I have no controll over the weather. From $2,870 to $11,074

  

  Business response

  08/13/2024

  Hello, we have already spoken with the customer, ******** before, throughout and after the process and have nothing to hide.
  
  Based on the details ******** provided us for her move and that the distance from the load to the unload was 2.5 Hrs, we quoted 6-12 Hours based on the level of estimated packing/care needed. The rates were clearly stated in the quote of which she accepted, the contract and the pre-move agreement she signed upon our crews arrival. 
  
  Our crew did a full walkthrough, went over the job scope and let her know that additional time may be needed at the rates clearly provided to her. We have no hidden fees or charges of any kind. Upon beginning to work/pack, there were MANY more items than she stated, including to be packed and packed very particularly due to their fragility. 
  
  This required one of our owners, ****, to make 2 trips to deliver additional materials. We did not charge for the trips/time, only for the additional materials per her contract.
  
  Upon arrival to the unload, her card declined and our crew to wait until the payment went through before unloading. It was pouring rain so our crew informed her acquaintance ****** they would have to be extremely careful when moving items in the rain.
  In the end, the job was completed in full without any issues, we were communicative and transparent the entire time, and our crew worked diligently to provide a proper move rather than simply ******* or damaging everything in a hurry. We apologize that she is frustrated and expressed our understanding that it was a larger move than expected on all counts, but we communicated clearly and respectfully throughout the entire process and completed the move properly and safely while only charging the rates that were clearly and transparently stated in her quote, pre-move agreement and final bill and receipt. We provided a high quality move the proper way and were nothing but upfront, honest and transparent.
  
  Thank you.

  Customer response

  08/15/2024

  I'm not happy with the Reliable Moving Co response. They did not communicate with me about a higher cost, nor that it takes longer. My neighbor been with me all day long white the packers been at my house. She can verify that there was no communication about cost or longer hours. 

  I think they arrived in ************ around midnight on July 26th ( left my house in ******** around 7 PM, and left ************ after 4 AM on July 27th. It takes 2 1/2 hours from ******** to *************

  I like to have a partial refund.

   

   

  

  Business response

  08/15/2024

  Hello ********, 

  We are sorry to hear that you are unsatisfied, however it is confirmed that both our crew and one of our owners, ****, who stopped by the load location not once but twice throughout your load up, communicated thoroughly that additional time would be added. 
  

  this was also obvious given that our quote was for 6 to 12 hours and it took 11 hours just to pack and load up Due to their being MUCH more items and care/attention needed for packing her items. 
  

  We were not going to simply throw everything into boxes and risk her items getting damaged as that is not what we do nor what the customer would have wanted as she explained the fragility and importance of all of her items needing to be packed - We do things properly and that is why the move took as long as it did.

  After working 11 Hours straight for the load up, our crew had to stop after leaving her home to refuel the truck and get something to eat to maintain the energy to safely travel down to the unload destination. Our truck cannot be driven like a car as well and has to stop to refuel so it is not just a 2.5 Hr drive, but actually 4. 
  

  We also could have charged from the unload back to our office like every other company that would have resulted in additional 4 hours being charged, but we do not do that. 

  Again, the quote is non-binding in that it is only based on the information provided by the customer and can absolutely update at any point if more items/care/supplies/time are needed. The additional time was needed to properly complete the move and it was charged at the proper transparent rates provided. There were no hidden fees or charges. 

  Customer response

  08/18/2024

  Hello,

  Yes I'm not satisfied.  I saw **** only one time when he brought the tape, he didn't said anything to me about the cost nor that it takes longer. It would been nice if he did. My neighbor been with me all day and she can witness that.

  I understand that a truck takes a little longer than a car.

  I mentioned before that I didn't take that many more items with me, also listed the items.

  I moved across the country 1560 miles (23 hrs) and I didn't paid nearly that much money.  Come on,  $11,074.00  is a lot of money from ******** to Green Valley. The move should cost more like $6000 - $6500.    -------- Honestly $11,074.00  is a rip-off.

  Thank you

• Initial Complaint

  10/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We just had Reliable movers quote us $1000 for our move including bed assembly and washer hook up. Their worker fell ill during the move and slowed them down. They tried to get us to pay extra until the owner stepped in. In the end they not only broke a piece of my sons bed off they installed it UPSIDE DOWN & It is too big to move. They now wont respond to my requests to pay for the repair of the bed even though theyre insured.

  

  Business response

  10/29/2022

  Hello, this was discussed fully with the customer (wife) as we did not cause any damage to the item, both acknowledged by the husband who was present at the time of the move (wife was not even present). We called the customer (wife), who was not even on site, to let her know right away that we understood that the pace may be slowed down due to one of the crew members not feeling well. Additional time was going to be added even before this. This is why we immediately told her that he was going to push through but we would not charge for any additional time past a half-hour additional, even though they worked an additional two hours to complete the job. This resulted in them receiving a $315 discount. 

  The quote only included the disconnect/reconnect of the washer and dryer and no disassembly/reassembly of beds. The customer unfortunately is upset and lying about the beds. The item was set down upside down as that is how it was carried into the home and when our crew members went to flip it over to place the mattress on it, the husband directed them not to worry about it and just put the mattress on top of it that way. They would have gladly done so had the husband not directed them otherwise.
  

  The picture also shows no damage but purposefully is blurry and shows where two drawers meet up to depict as damage.

  it is very frustrating that the customer (wife) who was not present is falsely accusing our company on multiple platforms when the entire job was done well and without any problems other than the crew member not feeling well, which again is why a $315discount was provided. The husband, who was present the entire move, was very happy with our crew and the job done, as stated so by him over the phone and to our crew members upon completion of the job when he willingly and knowingly paid the remaining balance agreed to and owed over the phone with us and stated that the job went great and there was no damage. 

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