ComplaintsforReal Time Relocation LLC

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There was significant damage done to multiple pieces of our property during the move. I attempted to file a claim as required by the contract, however, I was never provided a copy of the bill of laden which the moving company now claims they cannot locate.I have had multiple contacts initially with the company, but now have not been able to have any action since July 2. The last contact I had was with the owner "**** C" who stated he couldn't talk, but would call me back which he never did.I've made multiple phone calls after that contact, left multiple voicemails, multiple SMS messages and no further responses.I'm looking for some time of compensation for the damages that they did to my belongings. Since they cannot or will not provide a bill of laden (I was given no paperwork at delivery and was told I was due none), I seem to have no further recourse.I have uploaded a series of pictures (sorry - poor quality, I'm not a photographer) and the only documentation that I have for this move. Please feel free to contact me if I can provide any additional information.((**I see an "error" in uploading my files, but they appear to be attached - some may be missing**))*** ****** ******************************************************************* **************

  Business response

  08/30/2024

  Dear Customer ,
  
  Good morning and thank you for providing us with your feedback regarding your recent move. I would like to express our apologies if the process of filing a claim has taken longer than expected. Please understand that the procedures for filing a claim are essential in ensuring that we provide accurate and efficient service to our customers.
  
  As you may know, we use a trusted third-party vendor to assess damages and determine the appropriate amount to be returned to our customers. Though it may seem like a tedious process, our customers have experienced successful outcomes through this method. 
  
  We are constantly in touch with our customer service team to resolve this matter as soon as possible. You can always reach out to us for updates and additional assistance.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  RTR
  
  

  Customer response

  08/30/2024

   
  Complaint: 22216684
  
  I am rejecting this response because:  I can not submit a claim through the third party insurer as Real Time Relocations has not provided, nor been able to locate, the appropriate, government mandated documentation of the move.  I began this process immediately after the move (now five months ago) and have been told repeatedly that the documentation is lost.  I had been told that they were working with the agency, but still have not had any results.  Multiple calls, texts, voicemails have gone unanswered.
  
  Sincerely,
  
  ****** ******

  Business response

  09/04/2024

  It also has been noted. Real Time Relocation is more than willing to do an in-house claim, but the number that you are asking for is way more than the value of your claim. We have tried to work things out with you, but youre asking for full value cover of the items lost when it does not work like that. We have offered you money back that you have rejected. Real Time Relocation is more than willing to work with you on this matter, but its gotta be something reasonable. 

  Customer response

  09/04/2024

   
  Complaint: 22216684
  
  I am rejecting this response because:  Realtime Relocation had only mentioned one number.  I mentioned another.  That was the end of negotiations and communications.  I am willing to negotiate, but negotiation does not stop once one amount is offered.  They asked what I wanted, I told them.  They rejected it and stopped negotiating.  I am willing to compromise, but need to know that they are as well.

  My initial request was for a complete refund.  I understand that is not going to happen.  I would be happy to begin negotiations, but need them to make a compromise to their initial offer.  Meet me somewhere in the middle.  They said $2,000.00, I said $8,000.00.  What is their next offer?  I'm willing to come down - are they willing to work with me and meet in the middle?

  Sincerely,
  
  ****** ******

  Customer response

  09/17/2024

  I have not heard of a response since my reply on 9/4.  Is there any updated status?  What are the next steps here?

  Thanks,
  

  ***

  Business response

  10/02/2024

  We have asked multiple times to please call our customer service team so we can speak on this matter more but we still have not heard back from the customer. 

  Customer response

  10/03/2024

   
  Complaint: 22216684
  
  I am rejecting this response because:  You have not requested that I contact your **************** department.  There is no reference to that request in any of these messages or any conversation I had with **** up to this point.  You have not contacted me in any other form.

  I have just reached out to ******* in **************** who stated the last update to my file was June 4th where **** was waiting on photos.  I confirmed that they were indeed.  He had indicated that I would receive an email from him, but I had still not received it by the 12th of June.  I then dumped the photos to him via SMS which he indicated was in the hands of the insurer.

  ******* has indicated that she will request **** to call me tomorrow.  If no call by EOD tomorrow, I will reach back out to the BBB on Monday.

  Sincerely,
  
  ****** ******

  Customer response

  10/11/2024

  As documented in my previous email, I am again waiting on a call from ****, the owner.  This is par for the course in dealing with them.  I call and am told "Someone will call you tomorrow" and then nothing.  I return a call, and am given the same story.  They then claim they've told me multiple times to call and haven't updated the records of the call.
  I placed a call last week (10/3) and was told **** would call "tomorrow"... Still no response.

  What are the next steps here?  This has been ongoing since April when I initially tried to file a claim with their insurer.  How much longer do I need to wait?

  Business response

  10/24/2024

  As a company, I mean goal is to always make sure that our customers are satisfied, even if mistakes were made on the move. Our main goal is to rectify our mistakes to the best of our abilities. Unfortunately, in this current situation, the customer is asking for more than what was offered by our claims department. We have asked the customer to reach out several times and havent had any response so were kind of left at a standstill. We have made office to the customer that have been rejected several times the owner has even spoken with the customerto try to resolve this matter, but unfortunately, the office that were presented to the customer have all been rejected. 

  Customer response

  10/30/2024

  The information they provided is not factual.  They said:

  1.  The amount I asked was more than their claims department offered:  FALSE - their claims department rejected my claim as the business did not provide the federally mandated bill of laden, nor could they find any record of it.

  2.  I was asked to reach out several times and didn't:  FALSE - As I documented in this case, I have reached out as instructed and was advised that I would get a returned call.  I have not.  I followed up here and documented both the call (listing by name who I spoke with) and a week or more later replied again that I still had no callback.

  3.  They have made offers several times which I rejected:  FALSE - They made one offer.  I encouraged them to work with me and make a counter, and they have not responded (I have supporting documentation of this as well).

  This company is not providing accurate information, has not, and has make a mockery of this process.  What are my next options here?

  *** ******
  ************

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I initially hired this company for my upcoming move. I only hired them because I was assured that they were available on August 31. I was asked if there was flexibility in my date. There is not. The booking agent insisted that we put down a backup date, claiming that it's required for legal reasons but again assured me that I would not have to worry about that date becoming an issue, so we put Aug. 30 as the alternative date. Again, I was assured that I would be fine for Aug. 31!! The morning of Aug. 27, a representative from this company contacted me and informed me that my movers would be here on Aug. 30. I said No, that doesn't work. I spoke with 2 other **** within that hour, both extremely rude. One had informed me that I go that day or not at all. I hired a new company that is available on Aug. 31. That company asked if my dates were flexible, I said no. End of discussion. I called Real Time Relocation to cancel, spoke with ****** who was very confrontational and he said to me "don't even try calling your bank to do a charge back since you signed a contract it would be fraud, you bitch!" Then, the owner called me. I attempted to explain the situation. He got confrontational. I informed him that his company had already written their own review and that I would post my experience all over the internet. He then started screaming at me and called me a "Fucking Bitch!" All have refused to refund my deposit. This company claims to be backed by the BBB. Just thought you should know what sort of representation you have.

  Business response

  08/29/2024

  Dear *******,
  
  Thank you for sharing your feedback with us. We appreciate hearing from our customers and strive to address any concerns or issues that may arise.
  
  We understand your frustration with the dates of your move, but we would like to clarify a few details. As per the initial booking, you did sign for both the 30th and 31st as available dates. Although you mentioned a preference for the 31st, the owner **** assured you that we could accommodate that date.
  
  Upon listening to the phone recordings, it appears that you were the only one cursing and using aggressive language towards our staff and employees. We value professionalism and respect in all our interactions, and it was concerning to hear how you spoke to our team. We would be happy to provide these recordings to anyone who wishes to listen.
  
  During your call with the owner, you also made several threats to slander our company and leave negative reviews. We take these matters seriously and will not tolerate any form of harassment. Our team has continuously gone above and beyond to try and accommodate your needs, but unfortunately, your refusal to cooperate has made it difficult for us to do so.
  
  We would like to invite you to listen to the call recordings and review the situation from a different perspective. We are confident that you will see the effort and dedication we put into our work. If you require any further communication with our team, please do not hesitate to contact our **************** department.
  
  Thank you again for your feedback, and we hope to have the opportunity to rectify this situation.
  
  Sincerely,
  **************** Team
  
  

  Customer response

  08/29/2024

   
  Complaint: 22215015
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

  Customer response

  09/09/2024

  Again, nothing but blame towards the customer and zero responsibility from the business as to why the customer became upset!  From the moment that I was informed by this company that I they changed my move date the initial response has been "you signed for that date". Yes, against my better judgement in seeing all of the red flags, I did because I was roped into a sale based on lies.  ************ did everything they could to obtain my deposit....undercut the quotes of every other company,  assured me that my date was no problem.   Once I spoke with other companies in regards to this issue, they pointed out more red flags....defensiveness of the non-refundable deposit,  the blaming attitude and lack of problem solving on their end, the fact that they felt the need in the beginning to mention any sort of a rating from the BBB, the fact that they expected a money order for the balance at PICKUP.  Other companies warned me that even if they had changed the date to accommodate my requested date that my belongings most likely would not have been delivered that day, or even that week and certainly not without damage, that they'd probably have charged another few thousand dollars in storage fees.  In reading others reviews of experiences,  I  believe it!  Therefore,  I  did cancel and hire someone else who was very pleasant, reputable,  and easy to work with.  I can see why this $500 non-refundable deposit is so important to a company that has to lie and scam their customers.   I'm drawn to believe that this deposit is about all that keeps this company a float if they treat their customers this way and end up missing out on the additional $2000. 

  Business response

  09/09/2024

  Dear valued customer,
  We want to assure you that we take full responsibility for our services and we always strive to maintain our reputation of excellence. We do not engage in any deceptive practices with our customers.
  
  We understand that there may have been a disagreement between us and we apologize for any inconveniences caused. As for your concerns regarding other companies, we would like to clarify that they may have highlighted red flags in order to promote their own business. However, we stand by the quality of our services and have been in the industry for 7 years.
  
  During the booking process, it was clearly mentioned that the deposit is refundable up to 72 hours and unfortunately you canceled after that time frame. Furthermore, we have a recording of our communication and it clearly shows that our team was treated with rudeness. We take pride in our team and their professionalism, and we do not tolerate any form of disrespect towards them.
  
  We truly hope that you will reconsider and reach out to us to resolve this matter in a private setting. We are still willing to work with you despite the unpleasant experience and the negative comments you have made about our company. However, if you choose not to, we would like to extend our best wishes for your future endeavors.
  
  Thank you once again for considering us for your moving needs and we wish you nothing but the best.
  
  Sincerely,
  RTR
  
  

  Customer response

  09/09/2024

   
  Complaint: 22215015
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

  Customer response

  09/17/2024

  Ok, Let's start with the red flags....after I was upset by your company, I reached out to my BROTHER-IN-LAW who has owned a moving company up north for the last 20 years!  Not a company hoping to promote itself.  I then reached out to another local and highly rated company for a quote for my move.  ************ was HONEST with me and stated that they did not have availability for my date.  However, being that they were very polite and comfortable to chat with, I asked them the same questions that I asked my BIL, just to get a Florida perspective.  Also not a company that was seeking self-promotion in order to obtain my business.  That conversation also confirmed my concerns of Red Flags!  That lovely company actually referred me to another local company for my move.  They spoke very highly of the referred company.  When I spoke with the owner of the referred company, he had said the exact same things as my brother-in-law.  All of those conversations are what made me feel more comfortable going with another company.  

  Yes, During the booking process it was clearly mentioned that the deposit was refundable up to 72 hours.  However, it was not made clear until 7 days after I booked that your company was not able to accommodate my small and simple move on the date that I had indicated....August 31, 2024, the date that **** had assured me was available and ****** later comfirmed was available when he left a voicemail on August 29, 2024, desperately seeking to "gain my business".
  

  I may have been rude, but perhaps you should listen to the recording from a broad spectrum view and perhaps you might realize what triggered me!!  Your staff was unapologetic, unwaivering, and rude as well!  All seemed to bellieve that since you already had my deposit that you could bully me into whatever was most convenient for you.  Well, I refuse to be bullied!!  There was absolutely NO professionalism whatsoever!  How professional is it for the owner to call me, only after I cancel my business altogether, scream at me and call me a "FUCKING BITCH"???  How professional is it that the only concern in any conversation was a non-refundable deposit?  How professional was it for ****** to return my call by simply saying "I had a missed call from this number" and for me to have to ask who was on the line?  How professional was it for him to cop an attitude when I simply said that I wanted to cancel because I decided to go with a company that I felt more comfortable with?? 

  Circling back, we've had a conversation in a "private setting" and you decided to be abusive towards me, the CUSTOMER, which is why I had abruptly ended the call!  If this is the way that you feel is a standard of maintaining business, it's very clear why a $500 deposit means a lot more to you than it does to me!  This interaction with your company is the exact experience that I was hoping to avoid by not booking someone of the  Palm Beach County demographic.  But in hindsight, I would have been better off and saved myself a lot of time and frustration. 

  Business response

  09/19/2024

  We would love the chance to work things out with you however we really dont think its appropriate to put everything on here for the world to see. We have phone recording, emails and Text messages that say differently, now with that being said we would love an opportunity to chat on the phone with you but you still have not tried to call. You have our phone numbers please feel free to reach out when you have some time to work this out. 
  

  Thank you RTR

  Customer response

  09/19/2024

   
  Complaint: 22215015
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  08/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Real-Time Relocation does not stand behind their customers. They hired a contract mover who attempted to overcharge me by overestimating the volume of furnishings to move. Real-time relocation estimated 623 cu.ft. Their contractor came out and wanted to charge ***** cu.ft. Almost double what was quoted. Real-Time relocation verbally me to sign the contract and they would adjust the price after the truck was loaded. Of Course the contracted stated no NO VERBAL promises would be honored. So, I did not sign the contract. Real-Time faulted me, the consumer, for canceling the contract and told be i would lose my deposit. At end of the day, I had to move myself and packed everything in a 15 ft. U-Haul was 745 cu.f.t. Their contractor was either terrible at estimating, or trying to cheat me. Real-Time failed to stand behind their service and should not be trusted to move other peoples belongings.

  Business response

  08/12/2024

   Dear valued customer,
  
  We appreciate you taking the time to share your recent moving experience with us. It is disappointing to hear that your move did not go as planned. We apologize for any inconvenience this may have caused you.
  
  We would like to address a few things regarding your complaint. Firstly, we want to assure you that our team received and verified the pictures you provided, and they did indeed show items totaling over 1000 ft. We take great care in accurately assessing the size and weight of our customers' belongings to ensure a smooth and efficient move.
  
  Furthermore, we want you to know that we worked closely with the carrier to negotiate a substantial discount for you. However, we regret that you refused this offer. Our intention is never to leave our customers dissatisfied, and we make every effort to work with both our customers and carriers to ensure a positive moving experience for all involved.
  
  Our team worked diligently on your file to provide you with the best value for your move. We kindly request that you reach out to our customer service team so we can further discuss this matter privately. We hope to come to a resolution that you will be satisfied with.
  
  We value your feedback and hope to have the opportunity to make things right. Thank you for choosing our company for your move.
  
  Sincerely,
  Customer Service Team 
  
  
  

  Business response

  08/12/2024

  Hello ***** and BBB,

  We understand you are frustrated but this complaint is not entirely true or fair to Real Time Relocation as we have fixed this issue with you already. We understand that the first mover that was sent out was overestimating you and that you felt like you were being lied to or mislead but the Carrier that comes out to your pickup location was doing a worst case estimate of how much space you could have taken up on the moving truck. They have to give an overestimation of those things because they want you to be prepared for the highest cost your move could have gone up to. We had you estimated at 623 cubic feet originally and even by your own omission you took up more cubic feet on the U-Haul you used to move your belongings into your storage unit. So, no one was right about the space you could have taken up but what I can say is that if you didn't take up the estimated ***** cubic feet the movers were quoting you wouldn't have paid for it. You only pay for the space you take up on the truck and your cost would have gone down once they had seen how much space you actually used. But you never allowed that to happen, which is your right. But after all of that you emailed us on 08/09/2024, which is more than a week after the Carrier was sent to your home the first time and asked us to move your belongings out of storage and to your delivery location. Please see attached email showing that you still want to work with us and have us perform your move for you. We cant be that bad of a company if you are still willing to have us pick up your belongings and deliver them to your delivery location. 

  Customer response

  08/22/2024

   
  Complaint: 22128094
  
  I am rejecting this response because:

  
  With respect, I understand you are a broker. My original concern was with your mover/carrier who estimated the volume of goods to be more than 50% higher than your estimator. 
  Your reply states you verified the was more than ***** cu.ft.of goods to be moved.
  This is not possible as I personally fit all of my goods into a rented U-Haul which had a max volume of 764 cu.ft. (see photos.)
  This means, you are either lying, or once again, being lied to by the dishonest carrier which you chose.
  What I dont understand is how poorly you value your own reputation, less than $1,500.
  Instead of owning up to the fact your carrier attempted to pull one of the most common scams on you customer, you immediately point a finger at the customer.
  Instead of telling the carrier to honor your estimators quote,you make verbal promises and advise your customer to sign a new binding contract. A contract which states verbal promises will not be honored.
  So, Real Time Relocation has a choice.
  Do the right thing, stand by your customer and return the deposit.
  Or, tell this (and all future) customers, ********************** does not stand by its work or its customers.

  *. ******
  

  Business response

  08/27/2024

  Hello ***** and BBB,
  
  We understand you are frustrated but this complaint is not entirely true or fair to Real Time Relocation as we have fixed this issue with you already. We understand that the first mover that was sent out was overestimating you and that you felt like you were being lied to or mislead but the Carrier that comes out to your pickup location was doing a worst case estimate of how much space you could have taken up on the moving truck. They have to give an overestimation of those things because they want you to be prepared for the highest cost your move could have gone up to. We had you estimated at 623 cubic feet originally and even by your own omission you took up more cubic feet on the U-Haul you used to move your belongings into your storage unit. So, no one was right about the space you could have taken up but what I can say is that if you didn't take up the estimated ***** cubic feet the movers were quoting you wouldn't have paid for it. You only pay for the space you take up on the truck and your cost would have gone down once they had seen how much space you actually used. But you never allowed that to happen, which is your right. But after all of that you emailed us on 08/09/2024, which is more than a week after the Carrier was sent to your home the first time and asked us to move your belongings out of storage and to your delivery location. Please see attached email showing that you still want to work with us and have us perform your move for you. We cant be that bad of a company if you are still willing to have us pick up your belongings and deliver them to your delivery location. 

  Customer response

  08/28/2024

   
  Complaint: 22128094
  
  I am rejecting this response because: Your premise that I was supposed to sign a binding contract with a quote greater than 150% of the original estimate and not worry if I don't use all that extra space is false.

  If I signed the binding contract at the higher rate and asked for a re-evaluation, you could easily say, "No. you signed the binding contract at the higher rate and we don't accept verbal promises."

  So, at the end of the day, it is a lose-lose for me.

  No reputable/legitimate company would ask their customer to do what you are asking: "Have trust in my words, don't worry about what you are signing."
  

  Therefore, Realtime Relocation is not a legitimate company.

  Since you are refusing to stand by your, and your contractor's work, I will continue pursuing all other legal recourse.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family and I were moving from ******* Il to ******* we contacted real time relocation and they ensured us the easiest transportation at a reasonable price once they arrived we were charged a stair fee which in the beginning of our conversation with them we provided the number of stairs and was told there wouldnt be a fee they also charged us extra fees that were not accurate in total of $450,00 our original quote was around ***** dollars they were suppose to call us in advance 24 hours before delivering our items and we were never informed until the driver was 20minutes from our home. When they arrived our items was unpacked and we realized our 75 inch television has been broken we provided all documents they requested so they can do a claim we have waited 20 days now and everytime you reach out to them they are very confrontational and aggressive I feel this business needs to be investigated no one has contacted us everytime you call them they say I will check and call u back and never follow up and its frustrating at this point

  Business response

  07/29/2024

  First we want to thank you for sharing your experience with our company, it is always our intention for our customers to have a great experience using our services. Please keep in mind that the only reason why you had some overages is because there was additional items and space needed on the truck so that is the only reason why there was additional charges. This is clearly stated in your estimate upon booking and it was explained to you on a recorded line by our representative before you signed the original estimate. As far as any damages, the best way for us to compensate you by using our third-party valuation company so we could determine a proper dollar amount to give you in return. Please understand that does take time and cannot be rushed for there is a process to be followed, and as soon as the claim is complete, we will be able to offer you some sort of compensation back that you will be pleased with. After looking at your file, it does seem that everything else went good on your move and here was no other concerns. Please contact our customer service team and ask for the customer service manager, and we would be more than happy to work with you on this matter. 
  

  Thank you RTR

  Customer response

  07/29/2024

   
  Complaint: 22058823
  
  I am rejecting this response because:everytime i call to speak with someone there is aggression and a conflict Im not about to keep arguing with a company or going back and fourth for a response or update the company is very rude and disrespectful and they have very bad customer service and very bad communication skills you try to talk they disregard everything your saying they talk over you to the point that you have to ****** and scream to get them to listen and then when you dont agree with them they hang up in your face as if you didnt pay them to do a job 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business. Is crooked. They false advertised there business. They failed to provide reasonable proof of what they were charging. They don't follow the business ethics guidelines

  Business response

  07/12/2024

  Dear valued customer,
  
  We appreciate your feedback and would like to address a few concerns for our potential customers.
  
  First and foremost, we want to clarify that you were not charged for any additional cubic feet on the truck. However, there were additional fees for packing and handling bulky items, as outlined in the original estimate that you signed for. We value transparency and strive to ensure our customers are aware of all charges involved.
  
  We understand that you have requested storage for your belongings and we are now prepared to make the additional delivery. Please note that some of your items, specifically those with glass tops, could not be stacked or have anything stacked on top of them for safety reasons.
  
  We have been in communication with you through our customer service team via phone, text, and email to find a satisfactory resolution. Please do not hesitate to reach out to our team if you have any further inquiries.
  
  Thank you for your understanding and continued support.
  
  Sincerely, RTR

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business charged an initial deposit $525 on 05/14/24 for moving.and I was charged an additional fee of $255 on 06/11/24 after adding some other items. Then I took away some other items but they refused to give me the additional fee back. They also charged me $100 on 06/11/24 for charging the moving date and they never disclosed it if you change the date. I attempted to cancel the moving all together when they wouldnt guarantee me the new date or times on 06/17/24. The moving date was for 06/21/24 but they wouldnt give me a time or a guarantee on date. They refused any refunds.

  Business response

  07/12/2024

  Dear Customer,
  
  Thank you for sharing your feedback with us regarding your recent move. We appreciate your taking the time to communicate with us and we would like to take this opportunity to clarify some details for our potential customers.
  
  Firstly, we would like to address the date change penalty that was included in the original estimate that you agreed to. As per our policy, if a customer chooses to change their moving date within a certain timeframe, a penalty fee is applied. We understand that you were not aware of this clause and we apologize for any inconvenience caused.
  
  Regarding the additional charges, we are glad that we were able to come to an agreement after you spoke to the owners. We were willing to offer discounts for the space and hours that you would use, but unfortunately, the move was canceled two days before the scheduled date. We were disappointed that we couldn't fulfill our commitment to you and we are still willing to work this out with you.
  
  Unfortunately, due to the abrupt cancellation, we were not able to apply any discounts or do the move. We would like to apologize for any inconvenience caused in this regard.
  
  We understand your frustration and we want to assure you that we are more than willing to reach a resolution. We kindly request you to contact our **************** team at your convenience, and we will be more than happy to assist you.
  
  Thank you for your understanding, and we hope to hear from you soon.
  
  Sincerely,
  RTR

  Customer response

  07/12/2024

   
  Complaint: 21980272
  
  I am rejecting this response because:
  
  This business could not give me a time and exact date to move after I sold my home. They took my deposit and refused to refund me. I should take them to court  

  Sincerely,
  
  *****************

  Business response

  07/18/2024

  Hi there! Thank you for reaching out to us about your recent move. We understand that you *** be feeling disappointed with the estimated window of delivery we provided for you. We want you to know that we always strive to be transparent and honest with our customers, which is why we include the estimated delivery window in our contracts.
  
  We also want to mention that it is standard in the moving industry to provide a window of delivery rather than an exact date. This is because unforeseen circumstances can occur that *** affect the delivery timeline. We hope you understand this and we apologize if it was not clearly communicated to you beforehand.
  
  Our team really tried to go above and beyond for you and your move. However, we understand that things *** not always go as planned. We respect your decision to cancel your move outside of the agreed upon window. We hope that you can see that we always have our customers' best interests in mind and want to make sure that their moves go as smoothly as possible.
  
  If you have any further questions or concerns, please don't hesitate to reach out to our customer service team. We value your business and we want to make sure that everything is resolved to your satisfaction. Thank you for choosing us as your moving company and we hope to have the opportunity to work with you in the future.
  
  

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Did not finished The move.

  Business response

  07/01/2024

  Hello we have been in contact with this customer to go back and pick up the ***** safe that was fully loaded. We are waiting for our truck with a liftgate so the guys wont get injured pushing it up a ramp. We have been in communication with the customer since day 1. Everything else was moved however we were told the safe was a small safe and did not bring a truck with the lift gate but are still working on this job. 

  Customer response

  07/12/2024

  The company stated they will be sending me a refund but could take but to 90 days. 

  Customer response

  08/13/2024

  The company stated they will be sending me a refund but could take but to 90 days. 

  Business response

  08/13/2024

  Good afternoon we have made several attempts to contact the customer and set up another move but the customer is not willing to pay. We have had our customer service team reach out several times and have gotten no response. The customer paid for a full 26' box truck and that is exactly what they received as a matter of facts we had to strap things to the back of the life gate for them so we actually took more then we were supposed to. If the BBB needs we are willing to send copies of the contract the customer agreed to and we also believe we have pictures of the truck full if needed we would just need some time to find them. 

  Customer response

  08/13/2024

  They are very good to make a pretty picture of how they did not fulfill the agreement. After many phone calls from my part spoke to the owner who agreed to reimburse me ****** which is still pending to be refunded since 7/1/24. 

  Customer response

  08/14/2024

   
  Complaint: 21927028
  
  I am rejecting this response because: They are very good to make a pretty picture of how they did not fulfill the agreement. After many phone calls from my part spoke to the owner who agreed to reimburse me ****** which is still pending to be refunded since 7/1/24. 
  
  Sincerely,
  
  ***********************

  Business response

  08/14/2024

  We have tried over and over to get this matter resolved however we have gotten no where so far. We have asked the customer a few times to contact our office and get this resolved and they have not reached out once since 6/28 there is a refund pending and our agreement states we have up to 90 days to get it refunded which the customer agreed to. 

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this moving company to move me from ** to **. i was in the middle of buying a house and informed the company of this. the process took longer than expected and i ended up storing my belongings from Feb 4 to June 18. On May 29, i requested to have the items delivered June 2 or 3 as i had successfully purchased my house. and from May 29 until June 17 i had no answer as to when my stuff would come. i got a less than 24 hour notice. i paid ****** a month for storage and was reassured that it was climate control as i had valuable items being stored and it was a concern of mine. however, my belongings arrived and my table is completely warped and broken. my 2 couches have damage to the cushions, one being what looks like water damage and the other with an unknown substance burnt and stuck onto it like glue. i was also told that reassembly of the furniture came with the delivery, but the screws to my bedroom furniture and table were misplaced by the company and instead they left everything on the floor in pieces. i was charged for many things that were not what they were supposed to be. i paid over ******* between storage and pickup/delivery. only to receive broken, missing and damaged items. i could have purchased all new stuff with this money. and if the storage unit was not climate controlled, i shouldve been made aware of that because that would have altered my decision in storing the items there. the company does not communicate with me. i try calling only to get no answer. they will only text. and no resolution has been made. *** been told to file a claim with their third party company and its up to their discretion. i am highly unsatisfied with the service, the company, and my experience. i believe some responsibility should be taken on their part. i did my part and paid. now i have to buy all new stuff and its not right.

  Business response

  06/20/2024

  We are sorry to hear about your experience and would like to address a few things. As per our agreement, your belongings were stored in a designated outdoor unit to avoid the higher costs of an indoor climate-controlled one. We have documentation to support this. 
  
  However, despite our efforts to help you file a claim and provide compensation, you have not followed through with it. We have been in constant communication with you since day one of your move, keeping you updated about every aspect. 
  
  Furthermore, we took the extra precaution of securing screws in one of your boxes to prevent any misplacement. We kindly request you to thoroughly check your unpacked belongings and let us know if anything is missing. 
  
  Our records show that none of your items should have been affected by moisture, given they were stored in your designated unit. We are even willing to show you its exact location and monthly payments. 
  
  We understand that the total cost of $4038 may seem like a hefty amount, but we are eager to make things right. Please allow us the opportunity to do so before resorting to negative reviews and complaints. We are deeply apologetic to learn of the issues you faced, and we would like to address them as promptly as possible. It was agreed upon that your belongings would be stored in an outdoor unit, as the inside climate-controlled option would incur higher expenses. We have written evidence to support this understanding. 
  
  Moreover, we have continuously reached out to you every month since your move to keep you informed and provide our assistance in filing a claim and offering compensation. However, we regretfully note that you have not taken any action in this regard. 
  
  We also took extra care to place screws in one of your boxes to ensure their safekeeping. Please check your belongings once every item has been unpacked and let us know if anything is missing. 
  
  We assure you that your belongings should not have been damp, considering they were stored in your own designated unit. We are willing to show you the location and monthly payments for your unit as well. 
  
  We acknowledge that the total cost of $4038 may seem steep, but we are committed to making things right. Before publicly criticizing us, we urge you to give us the opportunity to address your concerns and find a resolution in a professional manner.

  Customer response

  06/20/2024

   
  Complaint: 21877107
  
  I am rejecting this response because:

  Complaint: 21877107
  
  I am rejecting this response because:
  You are owning up to absolutely nothing. I was constantly leaving voicemails for ******, *******, and the owner of the company to return my phone calls because nobody would answer when I called. I was told they were in meetings, out for a family emergency, or out of the office. To say that I agreed to a non climate controlled unit is a lie. *** who I originally dealt with assured me it was climate controlled. *** never said anything about it being more expensive. She told me that was what I paid for. I would never knowingly agree to store my expensive furniture in an outside unit in the middle of summer in *******. Even when speaking to your manager ******* the other day she stated it was climate controlled as well. And every month that you reached out, was for payment of the storage unit. And each time we spoke, I informed you where I was in the process and always asked if it was ok. Also, if you were eager to make things right, I would have been contacted Wednesday morning like I was told I would be, but instead I had to leave 2 voicemails and several texts to even get a response, I did file a claim with your third party CSI already. I was waiting to go through the rest of my things to make sure of anymore damage because I was told a claim could only be filed once and nothing can be modified. I also was trying to see where the bolts and screws were somewhere in the boxes as I don't want to be sleeping and eating on the floor anymore and am desperate to find them. So now, I am waiting to be contacted by them. I also reached out to you to try to resolve this and ******* informed me there was nothing more to do and I was left to figure out the rest on my own. So after spending the weeks waiting on my bedroom furniture and table that we needed, my family still can't even sit at our dinner table and my mattress is still on the floor. I have went through every single box all day Wednesday and today looking for anything the screws and bolts could be located in without success. If "extra care" would have been taken, some type of notation on the inventory list would have been suffice since more than likely the same people would not be doing the redelivery and the workers could have located them. I would not be making this big of a deal if they were there. Furthermore, bolts and screws will not fix my damaged/broken table, my busted TV screen, my cushions to my couch, or my scratched dresser. I've paid $855 initially, $995 upon pickup, $410/month for March, April, and May, and yelled the ******* balance. So yes, $4,480.00 is pretty steep to not have received my belongings in the same condition that I gave them to you. And nothing is being done about it. I've allowed plenty opportunities for your company to make things right and nobody had any other solution then sending me a link to your third party which I have already started as well. Nothing about this nightmare has been professional, including the way I was spoken to by ****. I specially asked ******* Tuesday night after the movers left if there was any other solution and she told me "filing a claim with CSI." And I said "ok, so basically I am just left with my items in this awful condition and the rest is up to me to fend for myself?" and she replied "yes." So, here I am, fending for myself as I am sure any of you would if you found yourself in the same position I am currently in. As if relocating from one state to another isn't already stressful enough, unimaginable so, your company has made it even worse.
  
  
  
  Sincerely,
  
  *******************************
  

  Business response

  06/24/2024

  We would just like to clarify a few things that on the quality assurance call we offered you a second truck and you declined it. We have it in writing that you stated that you were going to rent your own truck and move the additional items now my guys were also kind enough to help load your trucks at no additional cost.  Now we could go back-and-forth, but I have documented proof and would be more than willing to show it to the Better Business Bureau. If thats what they request at this time I was still willing to help you file a claim if you call our customer service team.

  Customer response

  06/24/2024

   
  Complaint: 21877107
  
  I am rejecting this response because:
  you didnt address any concerns. what are you talking about offering a second truck?? i had a small u-haul that i brought things i needed for where i was going to be. and at the end of she day, your company loaded my table that is clearly broken and warped, onto the truck, and never notified me of anything and still delivered it that way thinking i wouldnt say anything. its unacceptable no matter which way you slice it. and as far as helping me file a claim, i contacted your customer service today, ******* specifically, and she was no help at all. *** also left an email, and 2 voicemails to the *** company and nobody returns my phone calls from there either. so there is no help. none. 
  Sincerely,
  
  *******************************

  Business response

  06/25/2024

  Maam, all we clearly saying is that we made an attempt to offer you to bring our own second truck but you said that you would have a U-Haul to move the rest of the items because you did not want to pay anymore. Its OK if youre rejecting our response, but at least take some accountability. Were still willing to work with you, but you havent even reached out to our company to try to talk things through. You havent even filed the claim through our claims department at the end of the day we want to resolve this with you to the best of our ability , and doing it on the Better Business Bureau is not gonna help you have to follow the procedures that we have In place, so this way, we can better assist you. 

• Initial Complaint

  06/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Today, 6/16/2024, this company was schedule to pickup my household item/furniture and deliver it to ****** ********. This was the first time anyone has visually assessed the job, despite my multiple telephone, text and/or email inquires about cost and payment particulars. I had previously paid a deposit of $1695.86 (total move cost: $4695.86) during a telephone conversation lasting more than an hour on April 21, 2024 during which a company representative purported that he was conducting an assessment of my needs for estimate purposes. He asked me to provide detailed size/description information for each item being move. About five days ago, I received another call during which it became clear that **** had not recorded any size/description information. Instead, the company merely manufactured this information an put it written estimate. During this call, another representative asked me to again describe every item in my house being transported. This would again be over the phone and site unseen. The false information secretly and unilaterally inserted into the written estimate was the basis of the initial competitive estimate. Today, after walking threw my house and taking pictures for the first time, the driver verbally estimated the actual cost for the move at more than $8200--$3500 above the original estimate. I declined this estimate. However, I have now lost $1695.86 plus another $800 plus for the expense of flight I booked to ****** to meet the movers at my house.

  Business response

  06/17/2024

  Good morning sir, we have received your Complaint and have reviewed it thoroughly. We have also pulled calls and listen to the original conversation when you spoke with ****, At that point in time, you and **** both agreed that the items you put on the estimate were true and factual. Our quality assurance department called you to go over the inventory. You did indeed add a substantial amount of more items which we have you admitting on the phone recording. If you would like you can go back to the original estimate of the things that you originally put on the first estimate and we could perform the move for those items. An estimate works an estimate so its based on the items that you described on the original call  to be moved of quality assurance call is to capture any missing items so when the movers show up on site theres no surprises. We are more than willing to work with you on this matter and assist you anyway we possibly can but you are explained in full detail that your estimate is based on volume and the more volume you take up you have to pay for. Please give our **************** team a call. We are more than willing to proceed with the move for you and work something that you would be pleased with. 

  Customer response

  06/17/2024

  This entire response is a fabrication.  **** and I only agreed about the number and general description of items.  We could never have agreed on volume since I am not a mover and no one took visual measurements.  Its insured for the company to state that anything was added.  Have them submit the list.  I believe it was 68 pieces.  The descriptions were not in term of measurements.  Have the submit the recordings the imply they have.

  The crux of the issue is they fabricated the measurements, when the had no reasonable basis for them.  They did not do a visual estimate until the day of the move knowing that the had under estimated the volume in the estimate so that they could later claim it increased.  In the under estimate is self evident by the sheer number and description of items.  Only the number and narrative description was agreed to.  It would be impossible for a layperson to know the total volume of all the items located in various parts of a three bedroom home.  Even the narrative description is off.  For instant, they put medium size boxes.  There was no discussion of the size of boxes.

  I specifically told **** that I did not want to be upsold.  We had a lengthy discussion about that.  A few days later I attempted to cancel and they told me my deposit was non refundable after 48 or 72 hours; I dont recall which.  
  

  *******, the driver, told me the company underestimates on a regular basis.

  So, if I do not resolve this, I will escalate the matter until it is resolved.  There is plenty of evidence.  Im on my way to ****** now and cant talk.

  Customer response

  07/18/2024

  This entire response is a fabrication.  **** and I only agreed about the number and general description of items.  We could never have agreed on volume since I am not a mover and no one took visual measurements.  Its insured for the company to state that anything was added.  Have them submit the list.  I believe it was 68 pieces.  The descriptions were not in term of measurements.  Have the submit the recordings the imply they have.

  The crux of the issue is they fabricated the measurements, when the had no reasonable basis for them.  They did not do a visual estimate until the day of the move knowing that the had under estimated the volume in the estimate so that they could later claim it increased.  In the under estimate is self evident by the sheer number and description of items.  Only the number and narrative description was agreed to.  It would be impossible for a layperson to know the total volume of all the items located in various parts of a three bedroom home.  Even the narrative description is off.  For instant, they put medium size boxes.  There was no discussion of the size of boxes.

  I specifically told **** that I did not want to be upsold.  We had a lengthy discussion about that.  A few days later I attempted to cancel and they told me my deposit was non refundable after 48 or 72 hours; I dont recall which.  
  

  *******, the driver, told me the company underestimates on a regular basis.

  So, if I do not resolve this, I will escalate the matter until it is resolved.  There is plenty of evidence.  Im on my way to ****** now and cant talk.

  Business response

  07/18/2024

  We are so sorry that youre unhappy with our response however, just like you we also have a ton of evidence. Now we can go back-and-forth t** for tat however were trying to resolve it and you still havent called our customer service department. We have phone log emails text messages and documented proof that you signed the contract and agreed to everything that we have stated, now we have also asked you to reach out to **************** so we can try to resolve this matter, but you still have not done so. Were more than willing to work with you. We cannot do that if you dont give us a call. 

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is a moving service, I had scheduled a move from **** to Montanapaid $2500 for a deposit. My job offer out there fell through, so I had to cancel my move. The company refuses to return my deposit, as they are not out any money, time, fuel , labor etcvery unprofessional in handling extenuating circumstances

  Business response

  06/12/2024

  Thank you for considering our services. We just wanted to address a few things regarding your recent cancellation. While we understand that sometimes circumstances can change, we do have a cancellation window in place for a reason. And unfortunately, you canceled after that window had passed. Then, you put your move on hold for over a month and a half, which is quite a long time for us to hold resources without any progress.
  
  We also want to address your recent actions regarding complaints and bad reviews. We were taken aback when you admitted to breaking the contract and then attempted to extort us. It's important to note that we have everything in writing and are more than willing to defend ourselves if necessary. 
  
  However, we still value you as a potential customer and are willing to service your move. You mentioned that we are not out any money. Please keep in mind that we have been in contact with you since the day you booked and our team has put in time and effort to ensure your satisfaction. 
  
  As a business, we do have costs associated with providing top-quality services. This includes paying our sales team and customer service representatives. We hope you understand that we cannot provide our services for free. 
  
  With that being said, we are still more than happy to assist you with your move and provide the quality service that was mutually agreed upon in the beginning. If you would like to discuss this further, please give us a call. Our phone number is always available to you. Thank you again for considering us and we hope to work with you in the near future. 

  Customer response

  06/12/2024

   
  Complaint: 21838004
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer response

  06/12/2024

  Not sure what information you are seeking. I put my move on hold, as my job offer fell through in ******** then submitted my paperwork to go to *******, to assist their efforts, with my background and skill set. While waiting to see if that is approved, I have been still attempting to seek gainful employment in the **************** area. I have had no luck after about 2 months. I have decided to focus my efforts on the ******* option.  

  Customer response

  06/13/2024

  So you are saying they get to keep 2500$ from me, while not providing any service whatsoever?? Whats the point of the bbb then. They can reply and say tough sh*t and thats it? I am so disgusted by the way things are I. This countrythats why Im in process of leaving. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩