ComplaintsforReady Relocation Experts

• Initial Complaint

  10/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  The company and I entered into an agreement for moving services for my residential move from NC to OR. The moving services included "white glove service" and the movers were expected to unpack my items & arrange them in my new home. Instead, however, the movers showed up with my items a month late (they claimed that legally, they had a month from my requested delivery date) and several expensive and/or irreplaceable items were inexplicably lost. Additionally, the movers dumped my boxes & items in the main living room, rather than arranging everything as included in my services agreement. Some items were delivered still wrapped in moving blankets & Saran Wrap. I paid $6108.92 for these supposed top tier services. When I tried to contact the company about my missing items & the services that were NOT provided, they directed me to a third party claims site & stopped taking my calls. The third party claim site did not respond to my claims. I am at a complete loss. Some of the items that were lost are irreplaceable with sentimental value. The website ************************************ now shows the company as "closed" and I have no way to recover any of my money or my items.

  Business response

  10/25/2023

  We have received consumer complaint and have thoroughly reviewed account. We appreciate customers' feedback as we are always looking for ways to improve our services.  That said, we would like to address the following. Timeline of communication and events: On April 7, 2023, the company secured a position on our calendar and provided the customer a Binding Moving Estimate, which was acknowledged, signed, and returned, prior to accepting a deposit of $1339.51 to secure position on our calendar for first availability pickup date of 04/26/23 - 04/27/23. On April 24, 2023, the quality assurance department called the customer to review the inventory before pickup. The inventory was adjusted adding an additional cubic feet which required an additional payment of $660.74. We strive to accommodate customers arriving with the requested window for pick, due to unforeseen delays, no promises can be made.  The initial Moving Binding Estimate policy makes clear “All pickup,  load and/or delivery dates are only estimates and are not guaranteed. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates.” To address the allegations we would like to provide the following: - We have called the customer and provided claims information. Customers desired resolution was for a refund in the amount of $1924.82.  After careful review of the account, the company has concluded we not only stayed in clear communication with the customer but we have executed our end of the estimate. Therefore, no refund can be processed in any form. The company is willing to assist in completing a claim for any missing or damaged goods. However, the company is willing to accommodate a future long-distance move at a discounted rate for the inconveniences. Thank you for your time and attention to this matter. 

  Customer response

  10/27/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I do understand the business's perspective that they believe they delivered upon their estimate because I received the majority of my belongings. The roughly $1900 refund request included more than $1000 in lost items (which I provided receipts & purchase history for), as well as their lack of delivery on "white glove service". As a part of their services, I was promised they would provide white glove services by arranging my materials (unrolling my rug, arranging the couch & ottoman, etc.), putting furniture back together, and the basics of not leaving behind trash. However, none of those things happened. I provided the business with pictures backing up my claims. There was trash throughout my house (moving wrap strewn about) and no furniture was put back together. They said they are happy to help me with a claim for my missing items, but that is untrue. When I went through that process, I did not receive a response or a solution. I am unwavering on my request for that refund, and I am happy to pursue legal action to get it. I don't foresee that being much of a challenge given all of the documentation I have and the lack of good faith business operation in delivering on the services promised to me.   Regards,  ********* ******

  Business response

  10/30/2023

  We appreciate customers' feedback as we are always looking for ways to improve our services.  To address the allegations we would like to provide the following: - We have called the customer and provided claims information. Customers desired resolution was for a refund in the amount of $1924.82.  After careful review of the account, the company has concluded we not only stayed in clear communication with the customer but we have executed our end of the estimate. Therefore, no refund can be processed in any form. The company and customer service is willing to assist in completing a claim for any missing or damaged goods. However, the company is willing to accommodate a future long-distance move at a discounted rate for the inconveniences. Thank you for your time and attention to this matter. 

• Initial Complaint

  09/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  **** Showed up two days later the pick up date on 8/2/2023 around 10pm and so far i had paid them $2728 and $970 on delivery for a total of $3698.00 from PA to arkansas 1200 miles. Its been two months haven’t got my belongings yet. All i am hearing from 2 months is my pick up is marked as high priority but nothing has been done yet. No calls from them ever. I am always the one reaching out. Sent them email all they do is ask me to wait 5-6 days and its been two months now. They only had upto 30 days to deliver my stuff. I lost my job because i couldn’t submit paperwork that was in the stuff and now i might need ti move somewhere else but i haven’t even received the stuff at the agreed delivery location yet. Terrible service.

  Business response

  10/01/2023

  We have received consumer complaint and have thoroughly reviewed account. We appreciate customers' feedback as we are always looking for ways to improve our services.  That said, we would like to address the following. Timeline of communication and events: On July 7, 2023, the company secured a position on our calendar and provided the customer a Binding Moving Estimate, which was acknowledged, signed, and returned, prior to accepting a deposit of $898.91 to secure position on our calendar for first availability pickup date of 07/31/23 - 08/01/23. On July 27, 2023, the quality assurance department called the customer to review the inventory before pickup. The inventory was adjusted adding an additional cubic feet which required an additional payment of $311.00 We strive to accommodate customers arriving within the requested window for pickup however, due to unforeseen delays, no promises can be made.  In fact, the Binding Moving Estimate policy makes clear “All pickup,  load and/or delivery dates are only estimates and are not guaranteed. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates.”   To address the allegations we would like to provide the following: - Customer is in receipt of Claims Information for their specific FMCSA Carrier. Customers desired resolution was for delivery to take place.  After careful review of the account, the company has concluded we not only stayed in clear communication with the customer but we have executed our end of the estimate.  The company will continue to assist in Delivery updates.  However, the company is willing to accommodate a future long-distance move at a discounted rate for the inconveniences. Thank you for your time and attention to this matter. 

  Customer response

  10/02/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   No where in the contract it is mentioned that the delivery might take more than a month. So far paid $898.91+ $311+ 1519.09 ( during pickup) and $970 on delivery for a total of $3699 only to wait 2 months and still no sign of delivery. I was told on phone that it will not take more than 14 business day and as per contract they are entitled to keep my belongings only for 30 days after that delivery must be made. I already lost my job because of this delay as i had imp paperwork which they promised at the time of pickup to be delivered by 14 days. And on top they took my belongings to las vegas which is not all the way off from Pennsylvania route to arkansas. And suggested to pay full balance if i want to pick it up myself only to travel more far away than the original location of pick up. From PA to AR its 1208 miles and now they took it to Las vegas (warehouse) off the route from arkansas (which is 1336 miles from AR). If i would have to pick up from so far then what was the point of hiring them at all?  i request the company to deliver my belongings asap. No where it is mentioned in the contract that it would/ could tale more than a month. I lost my job because of this delay already and would like my stuff to be delivered in good condition back to me.   Regards, ********** ****

  Business response

  10/09/2023

  We appreciate customers' feedback as we are always looking for ways to improve our services.  That said, we would like to address the following. On October 4th, 2023, The company successfully loaded the client for delivery. The client will be receiving a phone call 24 hours prior to the ***** carrier arriving.  More importantly, the company has concluded we not only stayed in clear communication with the customer, however our end of the contract was in fact executed. With regard to the Better Business Bureau, the company does consider this matter closed unless additional information can be provided. Thank you for your time and attention to this matter.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  I scheduled this movers from Seattle to Dallas. they did pickup my luggage on 3rd July 2023 and still have not delivered to the final destination which is Copper Canyon Texas. I would like to take action for this company based on their policy luggage should have been deliver in 30 business days and I am more than 6 weeks now without luggage. I want my luggage and some discount on my invoice. Can someone help?

  Business response

  08/30/2023

  We have received consumer complaint and have thoroughly reviewed account.

  We appreciate customers' feedback as we are always looking for ways to improve our services.

  That said, we would like to address the following.
  

  Timeline of communication and events:
  
  On June 23, 2023, the company secured a position on our calendar and provided the customer a Binding Moving Estimate, which was acknowledged, signed, and returned, prior to accepting a deposit of $750.27 (via electronic check) to secure position on our calendar for first availability pickup date of 07/02/23 - 07/03/23.

  We strive to accommodate customers arriving within the requested window for pickup however, due to unforeseen delays, no promises can be made.  In fact, the Binding Moving Estimate policy makes clear “All pickup,  load and/or delivery dates are only estimates and are not guaranteed. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates.”  

  Customers desired resolution was for delivery to take place. After careful review of the account, we are actively working on delivery for customer and the company has concluded we not only stayed in clear communication with the customer but we have executed our end of the estimate. However, the company is willing to accommodate a future long-distance move at a discounted rate for the inconveniences.
  
  Thank you for your time and attention to this matter.
  

• Initial Complaint

  08/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  There were three issues with my move: 1) The first, and primary complaint: a box of kitchenware and suitcase were not delivered with the majority of my belongings. I have a GPS tracker in the boxes and provided their address multiple times. At first I was told the driver needs to complete their routes before delivering my missing goods. Eventually I was told they did not know where my things were and I would need to file a missing items claim, despite me sending the address of where it is. 2) No inventory list was provided by the mover that I can reference when filing a claim. 3) After walking through my household items, I was provided a non-binding quote for $6,373.84. When the movers showed up, they gave us a new cost estimate of $15,000. Eventually we were able to get a quote for $9,935.97, but were not able to bring large items like our bed frame/headboard, and chairs with us.

  Business response

  08/30/2023

  We have received consumer complaint and have thoroughly reviewed account.

  We appreciate customers' feedback as we are always looking for ways to improve our services.

  That said, we would like to address the following.

  Timeline of communication and events:
  
  On March 1, 2023, the company secured a position on our calendar and provided the customer a Binding Moving Estimate, which was acknowledged, signed, and returned, prior to accepting a deposit of $1931.79 (via electronic check) to secure position on our calendar for first availability pickup date of 06/22/23 - 06/23/23.
  

  On June 16, 2023, the quality assurance department called the customer to review the inventory before pickup. The inventory was adjusted adding an additional 258 c.f. which required an additional payment of $1179.00
  
  Our company also strives in saving customers money, unfortunately upon arrival the FMCSA carrier noticed that the volume that customer would occupy, exceeded the amount initially estimated.  This adjustment in volume caused the increase in price.  As provided by the customer, the bill of lading reflects the difference in volume which was signed off by the customer indicating this was agreed by the customer.
  
  ON-SITE DETAILS: 

  Orig cf:751
  Add’l cf:349
  Total cf:1100
  Packing/material: -
  Bulky: -
  Long carry: -
  Stairs: -
  Grand Total:$9002.59
  1st Payment:$3110.79
  Total Est charges:$5891.80
  Pu Payment:$2966.80
  Del Bal:$2925.00

  Customers desired resolution was for delivery to take place. After field reports reflecting delivery and signature reflecting the acceptance of this cost, we have provided claims to the customer for the missing items. More importantly, the company has concluded we not only stayed in clear communication with the customer, however our end of the contract was in fact executed. The company is willing to accommodate a future long-distance move at a discounted rate for the inconveniences.
  

  Thank you for your time and attention to this matter.
  

• Initial Complaint

  08/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  After researching & discussing my move with this broker, I was assured that the moving company assigned my move was one of the best and had an empty truck. I provided extensive information on all of my goods to be moved including dimenions of furniture items. After multiple issues with Sean at Ready Relo such as not returning messages/calls when the movers showed up, no one from this company ever got back to me about the almost double the amount I was quoted by Ready Relo, and pressured into giving the movers money when they showed up to my apartment. This company used high pressure sales tactics with fake promises, misleading information and essentially ignore my emails for assistance. His calculations were widely inaccurate and due to that, I not only had to pay thousands more, but also had to sell ~$4,000 worth of furniture, as well as purchase a cargo hitch to haul items the movers refused to take. Once my goods arrived, every single piece was destroyed or damaged, no attempt to utilize furniture pads (that was stated in the contract), and management knew about my experience. The driver took video and sent to his boss, I took tons of pictures to be able to prove the lack of care my belongings received. It clearly states in the contract that all furniture will be wrapped. The value of my belongings damaged due to their negligence exceeds the cost of my overpriced move. At this point, I would like an adjustment to the amount I was billed by Ready Relocation of $1,085 to offset their high pressure tactics and damages incurred by their assignment of this moving company.

  Business response

  08/22/2023

  We appreciate customers' feedback as we are always looking for ways to improve our services.

  That said, we would like to address the following.
  
  Timeline of communication and events:
  
  On May 10, 2023, the company secured a position on our calendar and provided the customer a Binding Moving Estimate, which was acknowledged, signed, and returned, prior to accepting a deposit of $1085.67 (via electronic check) to secure position on our calendar for first availability pickup date of 05/23/23 - 05/24/23.
  
  On May 19, 2023, the quality assurance department called the customer to review the inventory before pickup. The total cubic feet was not adjusted by customer.

  
  Our company also strives in saving customers money, unfortunately upon arrival the company noticed that the volume that customers would occupy, exceeded the amount initially estimated.  This adjustment in volume caused the increase in price.  As provided by the customer, the bill of lading reflects the difference in volume which was signed off by the customer indicating this was agreed by the customer.

  
  To address the allegations we would like to provide the following:
  
  -The estimate was based on the items that the customer provided.
  

  - Claims information has been provided to the customer.
  
  The company has concluded we not only stayed in clear communication with the customer, however our end of the contract was in fact executed. With regard to the Better Business Bureau, the company does consider this matter closed unless additional information can be provided.
  
  Thank you for your time and attention to this matter.

  Customer response

  08/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Based on all of my conversations, both email and via telphone, I do not agree with the business's response to my complaint. They knowingly low-balled, miscalculated and assigned a false weight for my inventory items. As you can see by the documents I filed for this claim, the agent I worked with, grossly miscalculated the weight and/or assigned false weights to create a quote that did not reflect the true nature of my detailed list that was provided. In addition, the final inventory list was less than what was quoted due to their miscalculations, yet my costs were almost double that of what Sean at Ready Relocation quoted. I provided room to room inventory lists which also included dimensions of each and every piece of furniture that was to be moved. I was put in a position to either pay up or leave my items stranded at my pick up location and find another solution to move my household goods. When I tried to reach out to Ready Relocation on the day of the pick up, Sean my assigned customer service representative would not respond to my multiple emails or voicemails, and only after I was coerced into signing the pick up list, after the movers loaded up, did he respond with call customer service. I have multiple emails noting that Sean would be my contact during the whole process and if there were any issues he would be available for consultation/guidance. This company blatantly ignored my calls, misdirected my calls and ignored my emails until after I had to make a decision to continue utilizing their movers. In addition, they misled me on the quality of their mover network stating multiple times including in writing, they only work with a handful of movers that have 5 stars and no complaints. When I reviewed the movers that were assigned to me last minute, I searched their DOT and it did not come up with the actual parent company, only after I filed a moving claims complaint, did it come to fruition that the mover assigned by Ready Relocation had a different parent company, DOT # and multiple complaints about their quality of work. Ready Relocation knowingly and willingly commited fraud against me, acted in a negligent way, misleading me during the quote process as well as false pretense of the mover selected from their network. 

  
  Regards,
  
  **** *****
  
  
  
  

  
  

  Business response

  09/05/2023

  We appreciate customers' feedback as we are always looking for ways to improve our services.
  
  That said, we would like to address the following.
  
  Our company also strives in saving customers money, unfortunately upon arrival the company noticed that the volume that customers would occupy, exceeded the amount initially estimated.  This adjustment in volume caused the increase in price.  As provided by the customer, the bill of lading reflects the difference in volume which was signed off by the customer indicating this was agreed by the customer.
  
  Therefore, we stand by our previous assertion and will not be providing a refund in any form. However, the company is willing to accommodate a future long-distance move at a discounted rate for the inconveniences.
  
  Thank you for your time and attention to this matter. 

• Initial Complaint

  08/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ready Relocation hired Day & Night movers after giving me an estimate of $2000 for the move from Milwaukee to Knoxville. The moving company continued to add charges at pick up and also at delivery. I paid $4422. The estimate wasn’t even close. When the movers got to Knoxville they wanted to charge another $800 and would not release the items until it was paid. I think it’s a scam when the estimate is so far off from what you end up paying. They hold your items hostage unless you pay up. In the end, they didn’t move anything. We had to unload the semi and move everything ourselves. I want 1/2 my money back since they hired these movers and the movers didn’t do their job. Ready Relocation would not help me out at all. This is the worst company that just scams people out of money.

  Business response

  08/14/2023

  We appreciate customer feedback, as a company, we are always looking for ways to improve our services. 
  

  In response to the online complaint we would like to address the following:
  
  On June 21, 2023 the company secured a position on our calendar and provided customers with a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting a deposit of $592.00 and securing a position on our calendar.

  On August 1, 2023, the quality assurance department called the customer to review the inventory before pickup. The inventory was adjusted adding an additional 121 cf which required an additional payment of $654.00
  
  Our company also strives in saving customers money, unfortunately upon arrival the FMCSA carrier noticed that the volume that customer would occupy, exceeded the amount initially estimated.  This adjustment in volume caused the increase in price.  As provided by the customer, the bill of lading reflects the difference in volume which was signed off by the customer indicating this was agreed by the customer.  These adjustments were for including but not limited to the increase in volume.
  

  BOL BREAKDOWN : 
  ORG CF: 524
  ADD`L CF: 276
  TOTAL CF: 800 @ $3.22 = $2,576.00
  TOTAL FUEL: $334.88
  PACKING: $417.00
  STAIRS: $150.00
  LONG CARRY: $75.00
  DISCOUNT: $775.00
  GRAND TOTAL: $4,422.88
  1ST PYMT: $1,156.00
  TOTAL EST. CHARGES: $3,266.88
  PU PYMT: $1,633.44 (PAID)
  DEL BAL: $1,633.44
  

  To address the allegations we would like to provide the following:
  
  -The estimate was based on the items that the customer provided. 

  Customers desired resolution was for the adjustment in price rescind to the initial cost however, after field reports reflecting the change in volume and signature reflecting the acceptance of this cost, the company is unable to adjust price due to finalized documentation. More importantly, the company has concluded we not only stayed in clear communication with the customer, however our end of the contract was in fact executed and therefore, no refund can be processed in any form.
  

  Thank you for your time and attention to this matter.
  

• Initial Complaint

  07/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  These movers literally more than doubled our quote upon loading. Then, after loading, sent updates that our delivery, originally for Aug 1 to Aug 3, might not arrive until Sep 13. They've removed our access to documents referencing old quotes, and will only accept cash or payee empty money orders upon unload (which was not communicated previously). We are terrified that our stuff will be held hostage and theyll hike the price up again upon delivery, if they even show up at all. We would have never agreed to a delivery that could wait until september. Our stuff has not yet been assigned to a driver after two days per the company We should have been more attentive, we just want our stuff and cant pay more than the latest (doubled) quote.

  Business response

  07/31/2023

  We have received consumer complaint and have thoroughly reviewed account.
  

  We appreciate customers' feedback as we are always looking for ways to improve our services. That said, we would like to address the following.
  

  Timeline of communication and events:
  
  On May 31, 2023, the company secured a position on our calendar and provided the customer a Binding Moving Estimate, which was acknowledged, signed, and returned, prior to accepting a deposit of $1490.69 (via electronic check) to secure position on our calendar for first availability pickup date of 07/27/23 - 07/28/23.
  
  On July 21, 2023, the quality assurance department called the customer to review the inventory before pickup. The inventory was adjusted adding an additional items which required an additional payment of $536.00.

  Our company also strives in saving customers money, unfortunately upon arrival the FMCSA carrier noticed that the volume that customer would occupy, exceeded the amount initially estimated.  This adjustment in volume caused the increase in price.  As provided by the customer, the bill of lading reflects where the additional charges and services came from. Which was signed off by the customer indicating this was agreed by the customer.
  

  
  To address the allegations we would like to provide the following:
  

  ?  Binding moving estimate was signed and agreed to prior to accepting a payment.

  ?  The forms of payment outlined in the binding moving estimate under “Terms of Payment” clearly states: At delivery the balance is due prior to unloading in the form of Post Office Money Order or Cash only.
  

  ?  It is not a hostage move; they were picked up and will be delivered within the 30 business day window from the first available delivery date (08/01/23).
  

  More importantly, the company has concluded we not only stayed in clear communication with the customer, however our end of the contract was in fact executed. With regard, the company does consider this matter closed unless additional information can be provided.
  

  Thank you for your time and attention to this matter.
  

  
  

  Customer response

  08/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Firstly,the business response does not accurately reflect the money paid as a result of onsite 'adjustment'. Over $2,500 was paid on the day of pickup (in addition to the previously paid deposit), as indicated in the bill attached here. I can pull bank statements that show this as required, but by the end of the pickup process we'd paid around $4000 total. Please note (BBB), that the business repeatedly would not offer credit card payment options until we literally said we would rather take the items off of the truck than proceed without such a manner of payment. Please also note that loading was commenced without any payment authorized, despite what the paperwork indicates.

  
  Additionally: We'd been very strict in measuring the cubic square footage of our items, and even asked at one point if we could simply load up the the estimated cubic footage to take advantage of the binding estimate (linked here), and we were told 'no'. The details of this binding estimate are attached here. The movers also did not disassemble (or allow us to disassemble) any furniture to save space, despite what we were promised on the phone,  resulting in a great number of hollow items wasting space. We agree that the total cubic footage is in excess of the 'estimate', but also raise the following:
  
  1 - Despite providing verbal measurements to the agents for the furniture, it was not factored into their calculations
  2 - A great deal of space could have been saved had the furniture been disassembled as were told it would be
  3 - We were refused the option to simply load the 470 cu ft (which would have accommodated all of our boxes and most of our collapsed furniture), which seems dishonest considering we were offered a *binding* estimate.
  All of this late into the evening on the day we have to get out of the apartment.
  

  Lastly, and unfortunately there is no paper trail on this, but for what it's worth as I'm sure we're not the only ones: We were told, verbally, repeatedly that our items would arrive approximately around the first week of August at every point of contact up until the day of the move. We did not receive an updated piece of paperwork suggesting "September 13" as the latest possible estimate until, again, all of our items were loaded onto the truck and we were struggling to pay. We would not have agreed to these services had that information ever been available to us.

  An ideal resolution at this juncture would be to receive our items with the remaining delivery bill ($1950) as stipulated in the attached document. We have been assured several times in subsequent phone calls that this is all the balance that will be required, and no more, but given the behavior at loading, we are concerned there will be another surprise bill before the truck is opened.
  

  
  Regards,
  
  ****** *****
  
  
  
  
  

  Business response

  08/01/2023

  We appreciate customers' feedback as we are always looking for ways to improve our services. That said, we would like to address the following.

  Our company also strives in saving customers money, unfortunately upon arrival the FMCSA carrier noticed that the volume that customers would occupy, exceeded the amount initially estimated.  This adjustment in volume caused the increase in price.  As provided by the customer, the bill of lading reflects where the additional charges and services came from. Which was signed off by the customer indicating this was agreed by the customer.
  

  After field reports reflecting the change in volume and signature reflecting the acceptance of this cost, the company is unable to adjust price due to finalized documentation.
  
  More importantly, our end of the contract was in fact executed. In addition to the above statements, Ready Relocation Experts stand by our previous assertion and thereby will assist in delivery for the acknowledged dates on the Bill of Lading.

  Customer response

  08/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Although there was indeed a signature on the document provided, I raise to the BBB the conditions under which this was signed (e.g: all of our stuff was already loaded onto a truck at like 10PM at night), and point to the mysterious discount that was applied then removed (see the original bill vs the final bill), which was originally offered to us "because a truck was already on a route near to us."
  
  We are willing to let the matter rest if and when we receive all of our goods for the stated remaining price of $1950, but will not consider the matter resolved until then, and intend to keep this case active to avoid any surprise modifications in price.
  
  Regards,
  
  ****** *****
  
  
  
  
  

  Customer response

  08/10/2023

  Note to the BBB: This is the same incident as complaint #********, but unlike that complaint, new developments have us demanding a specific refund quantified for the reasons below. I cannot fit everything in the initial complaint here, but the TLDR is: We were billed $1100 extra after delivery for 'shuttle service' that was totally not necessary, told that the alternative was a pickup 3 hours away. The delivery driver's report that they drove direct from NJ. We also did not receive a variety of services originally promised to us. We have a recording of this exchange, and recorded the moment we handed over money to the delivery driver, EVEN THOUGH THIS SHUTTLE FEE IS NOT ON THE FINAL BILL OF LADING. To summarize: 1 - We paid for disassembly that we did not receive 2 - We paid for reassembly that we did not receive 3 - We paid for shuttle service which, by all appearances, seems completely fabricated. 4 - We were billed for a cubic footage that seems unrealistic and highly variable given the photo evidence 6 - Our items were disassembled off-site and the hardware related to those items was lost, preventing reassembly. 7 - On pickup, our signatures were acquired for a bill of lading that proposed terms we would never have agreed to, and which ignored the tariff discounts originally offered to us 8 - We were denied the option to simply load up the truck to the original binding estimate of ~400 cubic feet binding estimate (which, if it was truly binding, should not be legally permissible) 9 - We were given conflicting information by representatives concerning the ‘shuttle service’, and given a $1,100 increase to our bill after assurances that the balance would not change. 10 - We were given under 24 hours to acquire the money required, and $1100 paid is missing from the bill of lading. We request a $1100 refund, plus refund of non-provided assembly/disassembly, and recalculated square footage. We have recorded phone calls and videos attesting to the above.

• Initial Complaint

  07/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I was provided a quote from moving company, Ready Relocation Experts, for a specified amount of items. My quote was embedded in a contract which hid the details for the total balance. While I should read to clarify, the initial verbal quote (unseen written), based upon one queen size box spring and mattress, a kitchen table with 6 chairs, a couch, 2 televisions, and 15 moving boxes, was for less than 300 cubic feet. The cubic feet for a queen size mattress alone is 45. It was a complete surprise to pay $3000 more than the $1600 quote the day that movers arrived and speaking with any customer support representatives was a waste of the 3-4 minutes spoken to, in addition to the 15 plus minutes that I spent on hold. The contact did not state that the items would be held at a 3rd party storage unit while they were “waiting for a driver” to deliver to my location. My items were delivered 22 days after the scheduled delivery date (which they did not (phone call day of quote) initially verbally explain could be 45 days from the initial date of July 7, 2023), however, nothing that was disassembled was reassembled. Per the legally binding contract, that I paid upwards of $6000 after the quote for approximately $1600, whatever was disassembled by movers would be put back together. Unfortunately, this was not the case. Customer service representatives told me to reach out to the driver, as today is Sunday, and not a work day. I stated that I would not do their job since I work my own full time. They continued to tell, not ask, me to contact/reach out/call/email to resolve the issue. I was simply attempting to receive the services that I paid so graciously. Unfortunately, I did not receive any of the such. I expect a monetary refund for the services which paid that I did not receive.

  Business response

  07/31/2023

  We have received consumer complaint and have thoroughly reviewed account.
  
  We appreciate customers' feedback as we are always looking for ways to improve our services. That said, we would like to address the following.
  
  On June 24, 2023, the company secured a position on our calendar and provided the customer a Binding Moving Estimate, which was acknowledged, signed, and returned, prior to accepting a deposit of $679.42 (via electronic check) to secure position on our calendar for first availability pickup date of 07/05/23 - 07/06/23.
  

  Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized FMCSA (Federal Motor Carrier Safety Administration) motor carriers. In fact, policy states  “Please note that Ready Relocation Experts, is a properly licensed interstate Broker. Ready Relocation Experts, is not a motor carrier and will not transport an individual shipper’s household goods, but will coordinate and arrange for the transportation of household goods by another FMCSA authorized motor carrier, whose charges will be determined by it's published tariff.” 
  

  Our company also strives in saving customers money, unfortunately upon arrival the FMCSA carrier noticed that the volume that customer would occupy, exceeded the amount initially estimated.  This adjustment in volume caused the increase in price.  As provided by the customer, the bill of lading reflects where the additional charges and services came from. Which was signed off by the customer indicating this was agreed by the customer.
  
  
  To address the allegations we would like to provide the following:
  ?  Binding moving estimate was signed and agreed to prior to accepting a payment.
  
  ?  The estimate was based on the items that the customer provided.
  

  ?  Customer was picked up and was delivered within the 30 business day window from the first available delivery date (07/08/23).
  
  
  Customers desired resolution was for a refund in the amount of $679.42.  After careful review of the account, the company has concluded we not only stayed in clear communication with the customer but we have executed our end of the estimate.  Therefore, no refund can be processed in any form. However, the company is willing to accommodate a future long-distance move at a discounted rate for the inconveniences.
  
  Thank you for your time and attention to this matter.

  Customer response

  08/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I would like to address that the quote given for 10 items - 32 pieces was for 290 cubic feet. I feel as if my quote was extremely misleading since the average cubic feet for one queen size mattress is 45 cubic feet. I would kindly like to know how this estimate was remotely accurate.  
  
  I attached the quote along with the number and specific items that listed.

  I also attached the legally binding contract that clearly states that anything disassembled by movers would be reassembled. Unfortunately, I had nothing reassembled.

  Regards,
  
  ***** ********
  
  
  
  

  
  

  Business response

  08/03/2023

  To address the allegations we would like to provide the following:
  

  -  Binding moving estimate was signed and agreed to prior to accepting a payment.
  
  -  The estimate was based on the items that the customer provided.

  More importantly, our end of the contract was in fact executed. In addition to the above statements, Ready Relocation Experts stand by our previous assertion and thereby will not be providing a refund in any form.

• Initial Complaint

  05/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Used this company to contract a moving truck for a long distance move. They asked for a detailed list of items, which I provided. The list included many items like outdoor Furniture, living room furniture, bedroom set, Salon furniture riding lawn mower, push mower, 10 medium boxed Christmas tree and more. We were given a quote of about $4000.00 then we were told they needed a $1500.00 deposit paid . We complied The truck pulls up on moving day and says for the the space we paid for we can only transport the bedroom set and 10 boxes not Even a quarter of the items we listed. In order to move the rest it going to be $8,100.00. I called the company and asked How this could happen when they were given a very accurate list of the items to move. Well their response was it computer Generated. I can understand some minor Miscalculation due to size variations of items But to not be able to fit 75% of the items is not acceptable. Well they tell you either have to pay the difference twice as much quoted Or just ship a couple of items and if you don’t like it you refuse pickup and loose your entire deposit. This is no miscalculation but a gross error, but more likely a scam by this company to unsuspecting consumers, People should be made aware of this company and not get taken for their hard earned money. Well they say you signed the contract for that amount of space, yes based on their calculations and you don’t even know how to calculate for your items because you don’t have truck measurements to do that. That is their job and the service they are being trusted To do in a fair and accurate manner. When trying to get assistance when the truck was there I was hung up on numerous times and No attempt was made to try to help come to conclusion. They just kept saying if you Refuse pickup you lose your deposit, but We didn’t have an additional $4000.00 to pay and they were not going to take the items listed unless we paid the additional Money so we had no choice.

  Business response

  05/08/2023

  We appreciate customers' feedback, as a company, we are always looking for ways to improve our services. In response to the online complaint we would like to address the following: 1. On April 14,  2023, the company secured a position on our calendar and provided customers with a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting a deposit of $1,468.62  to secure a position on our calendar.  2. Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized FMCSA (Federal Motor Carrier Safety Administration) motor carriers. In fact, policy states "Please note that Ready Relocation Experts. is a properly licensed interstate Broker. Ready Relocation Experts is not a motor carrier and will not transport an individual shipper's household goods, but will coordinate and arrange for the transportation of household goods by another FMCSA authorized motor carrier, whose charges will be determined by its published tariff." 3.  Our company also strives in saving customers money, unfortunately upon arrival the FMCSA carrier noticed that the volume, that customer would occupy, exceeded the amount initially estimated. This adjustment in volume caused the increase in price, the bill of lading reflects the difference in volume which was signed off by the customer indicating this was agreed by the customer. These adjustments were for including but not limited to the increase in weight as well as Optional Accessorial Services and Additional fees for the "Packing supplies such as boxes, bubble wrap, etc. 4.  The customer refused service due to an increase in volume. The Customer's desired resolution was for a full refund. After careful review of the account and our cancellation policy, the company has concluded we not only stayed in clear communication with the customer but we have executed our end of the estimate. Therefore, no refund can be processed in any form. However, for any inconvenience our company is willing to provide a future long-distance move at a discounted rate. Thank you for your time and attention to this matter. 

• Initial Complaint

  03/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date: 03.10.2023 - present (ongoing) Cost: $5,575.27 to date Job No: ******** / Order: ********* Ready Relocation committed to a delivery pickup between 03.11-03.12.2023, with full service (packing materials, labor, fuel, gratuity etc.) included in the given estimate, and a guaranteed delivery within 6-8 calendar days starting from the date of pickup. Dates for pickup and delivery drop off were chosen based on a current route that was already heading to Montana. The estimated total was for $4,728.90. Ready Relocation failed to disclose that they were a broker, and a separate party would handle the move with multiple drivers included, increasing the risk of damage to my items. The moving company changed the pickup date with less than 24 hours' notice to a day earlier (03.10.2023), resulting in a disruption of travel plans and additional costs. The movers changed delivery drop off to 7-10 calendar days and charged an additional $1,585.87 for packing materials, labor, fuel, and gratuity (which were already included in the $4,728.90). Paperwork and checks were signed under duress. Three days into the move, I received a phone call/email saying delivery could now take up to 21 calendar days from date of pickup and that my things were sitting around waiting for the trailer to be filled for a route to MT. On 03.23.2023 I was told delivery could actually take up to 30 business days from the first date eligible for drop off, which was 03.15.2023. As of 03.24.2023, the delivery is 5-7 days late from the committed time, $846.37 more than the total was taken. Ready Relocation and Blue Ridge Moving & Storage have both failed to resolve these issues. The moving company has shirked responsibility and have been difficult to get in contact with. After several attempts to contact, I have yet to receive any response from Ready Relocation; it has been radio silence since 03.11.2023. I also start my new job soon, which complicates receiving the delivery if they continue to delay.

  Business response

  04/03/2023

  
  
  
  We appreciate customers' feedback, as a company, we are always looking for ways to improve our services.
  
  In response to the online complaint we would like to address the following:
  1. On March 1,  2023, the company secured a position on our calendar and provided customers with a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting a deposit of $1,177.22  to secure a position on our calendar. 
  2. Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized FMCSA (Federal Motor Carrier Safety Administration) motor carriers. In fact, policy states "Please note that Ready Relocation Experts. is a properly licensed interstate Broker. Ready Relocation Experts is not a motor carrier and will not transport an individual shipper's household goods, but will coordinate and arrange for the transportation of household goods by another FMCSA authorized motor carrier, whose charges will be determined by its published tariff."
  3.  Our company also strives in saving customers money, unfortunately upon arrival the FMCSA carrier noticed that the volume, that customer would occupy, exceeded the amount initially estimated. This adjustment in volume caused the increase in price, the bill of lading reflects the difference in volume which was signed off by the customer indicating this was agreed by the customer. These adjustments were for including but not limited to the increase in weight as well as Optional Accessorial Services and Additional fees for the "Packing supplies such as boxes, bubble wrap, etc.
  4. We strive to accommodate customers arriving within the requested window for pickup and delivery however, due to unforeseen delays, no promises can be made. In fact, the Binding Moving Estimate policy makes clear "All pickup, load and/or delivery dates are only estimates and are not guaranteed. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates."
  5. The customer has been delivered.
  
  
  The Customer's desired resolution was for a full refund. After careful review of the account and our cancellation policy, the company has concluded we not only stayed in clear communication with the customer, but we have executed our end of the estimate. Therefore, no refund can be processed in any form. However, for any inconvenience our company is willing to provide a future long-distance move at a discounted rate.
  
  Thank you for your time and attention to this matter.
  
  

  Customer response

  04/05/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  
  Inquiry calls made to the moving company (Van Lines) Feb/March. During these calls, the sales rep failed to disclose that they were actually called Ready Relo and that they were a broker. Failed to disclose that a separate moving company/carrier would handle the move and their name. Failed to disclose that extra services/costs might occur such as shuttles, step maximums etc. Failed to disclose that there was a Bill of Lading that would supersede their own binding estimate. They low-balled the estimate by almost double what they charged. Continually refused to answer clarifying questions and were dismissive of concerns. 
  
  Terms of agreement upon signage and deposit were that a truck was en route to Montana weekend of 03.11-12.2023; these were the agreed/confirmed pickup dates; agreed delivery time was guaranteed between 6-8 calendar days from pickup as per the agreed upon Premium Guaranteed Service but the rep failed to disclose this after the fact. This was a full-service deal with packing materials, labor, fuel etc. all included. 
  
  With less than 24-hr notice, BRMS said they were now arriving on 03.10.2023; refused to acknowledge this was not the agreed/confirmed date. I stated I was not ready, but they threatened to cancel (after $2,243.22 already paid) if I did not accept. Movers arriving 03.10.2023, resulted in disruptions to travel, etc. The Bill of Lading was signed under duress, and there was an additional $589 added afterward and after belongings were loaded. Ready Relo reps refused to respond to calls, made according to their moving estimate instructions. Only after pickup did a Ready Relo rep call but only about having double charged me and have yet to refund it. BRMS refused Full (Replacement) Value Protection, only accepted a lower level of protection or they would cancel. Ready Relo also refused to acknowledge that the movers arrived early despite saying otherwise. 
  
  Delivery was over 2 weeks late, occurring on 04.03.2023 instead of between 03.15-18. Communication attempts have either gone unanswered or reps were hostile. Representatives have been rude, disrespectful, and condescending. The carrier (Blue Ridge Moving and Storage) repeatedly threatened to cancel delivery and/or withhold my belongings unless I pay what is significantly more than quoted. They repeatedly hung up on me. Ready Relo have also repeatedly put me on hold or hung up rather than answer questions/help and have made sexist remarks. Ready Relo attempted gaslighting tactics to imply what was said didn’t happen, that whole persons do not exist and that I did not talk to persons mentioned despite records of it. 
  
  Initial estimate was just over $3,000 with a military discount of $300; updated estimate was $4,728.90 with the military discount. After the movers arrived, the grand total was $6,161.87 with the military discount. Ready Relo lied about two discounts of $300 being made, the only discount applied was one military discount of $300. After many phone call attempts, they finally agreed to a small discount of $125 but is still shy $175 of what they said. Their rep also failed to disclose that this ‘discount’ would be a check sent out to me, but instead told me that it would be directly applied to the balance. Payments and payment methods have been inconsistent with the first two (and the double charge) made to Ready Relo, the next to BRMS and the final to the movers of yet another, separate company. Final costs were well over $8,000 which is at least doubled what they had quoted and what was actually agreed and signed to. 
  
  Had Ready Relo been upfront and disclosed vital information about costs and services, I would have chosen another company as they do not meet my needs and have been nothing but fraudulent and extorting.  Both Ready Relo and their carriers have continued to make changes to the agreement(s) throughout the entire process, even after agreements had been made and signed. Their carrier only revealed information via text or email after complaints were made, after which they tried to justify their mistake by saying they told me already (which they had not). I have filed additional fraud complaints with the FMCSA as that is ultimately what is happening here. The best resolution would be to refund the $1,066 from the double charge they took, as well as payment for any damage they did to my belongings and return the difference between the agreed/signed to cost and the amount they extorted from me, by withholding my belongings and threatening to cancel delivery.
  

  Regards, 

  ******* ******* 

  Business response

  04/10/2023

  In response to the preceding appeal we would like to provide the following;
  We have requested the bill of lading to be reviewed with the customer.
  Thank you for your time and attention to this matter.
  
  

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