BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that Regency Moving And Storage meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that affect the rating for Regency Moving And Storage include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 1 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
U.S. Department of Transportation (Interstate Movers)-Federal
1200 New Jersey Av SE, Washington DC 20590
Phone Number: 202-366-2519
The number is 494762.
Type of Entity
Business ManagementMr. Cliff Krug Jr., VP Mr. Cliff Krug Sr., President
Industry TipsMoving tips - General
15433 Farm Creek Dr
Woodbridge, VA 22191 Directions
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BBB Complaint Process
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Additional Phone Numbers
- (703) 497-0100 (Fax)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Problems with Product/Service
Read Complaint Details
Complaint: On August 12 a moving crew from Regency Moving in the course of carrying our household goods from our residence in ***** ****** mishandled a printer (by placing it upside down/on its side and possibly constraining it with a packing strap) and caused its ink cartridge to shatter. The ink from the cartridge spilled all over a new (5 month old) light-colored carpet. The stain is so severe that it cannot be removed. The printer was so damaged, it had to be thrown out. The crew failed to 1) immediately stop, 2) contact the homeowners, and 3) bag the leaking printer. Instead, the printer was carried through our house to the garage. The box was placed on its side, and damage then resulted to the floor of our garage. When I became aware of this issue, I immediately tried to reach the company management. After three phone conversations where the owners assigned blame to us for this disaster, we were informed that they intended to bear no responsibility for the damages incurred. Regency is relying on the word of its crew lead, who we do not believe was present during the actual event, i.e. other crew members actually made the error. The end of the printer box was supposed to be shrink wrapped. It was always HORIZONTAL. I subsequently witnessed a crew member carrying fragile items in a crushed box on his back, just as I had told the company owner was occurring during our phone conversation The crew leader was present and saw that his staff had ignored the fragile markings on the box. Nowhere in the contractual or printed materials of this company are customers told to remove ink cartridges. The owner insists this is liquid and prohibited from being handled by them. (!) Nowhere is a prohibition on ALL LIQUIDS stated. The company brochure lists a variety of liquids that Regency will not transport. These are "Alcoholic beverages, Paint, Flammables of any type, Propane tank." (The back of their contract states that gasoline and cleaning supplies are also excluded.)
Desired Settlement: Regency needs to accept some level of responsibility for the actions of its crew. We have incurred expenses for carpet cleaning and replacement that would not otherwise have been incurred. The printer will need to be replaced. The crew involved did not follow basic procedures. We know this because upon arrival at our new residence in ************, they immediately laid plastic over all of the carpeting. NO plastic was laid in any area of our ***** ****** home despite torrential rain and the fact that the move involved three stories of items, and three carpeted areas. We also know that there is a better way to work because a different Regency crew had loaded most of our household goods for storage just 2 weeks earlier. They used dollies and covered all the flooring, and were communicative and helpful throughout the day. They did not carry items up from the basement through our house or use the kitchen door. They managed the whole process from our front door and basement door. Rarely was a back strap used, and certainly not for boxes. There was no apology or fundamental professionalism in how the situation was handled. The crew spent the rest of the afternoon in close to complete silence . . . . The attitude of the owner, Cliff K***, Jr. (but not his father) was hostile.
August 25, 2014
Dear *** ******,
We are always disturbed when we hear from your office and we
try to be quick to answer any complaint that our company may receive. Our company’s success is based upon customer
satisfaction. We hope this letter will
show that we have a fundamental difference in regards to the facts of this
complaint. I will attempt to explain our situation in
this letter in the hopes you can see that we do not feel that *** *******
deserves any compensation in regards to a mistake that may occurred BEFORE we
even arrived on site for the move.
Included in this letter are the basic facts of the case as we understand
Regency Moving and Storage
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
We welcome BBB visiting our home to see the evidence.
Business Response: Phone call from Mr. K*** re: rebuttal response, he said they have no other response and stand on their first response. He also said they were working with insurance company to try and resolve the complaint.