Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******* Transfer Moving and Storage Company moved my furniture around 8/22/25 to their storage unit. On 10/6/25 they moved my furniture to my new home. Several pieces of furniture were damaged when they moved my things. Dining table, office desk, wood trim on large mirror and other damages. I filed a claim within the 7 days requirement. My bicycles and grill were not delivered and about a week later they were delivered. I told the driver of the company when he dropped of the bikes and grill to come in the house so I could show him the furniture damages. He saw them. I told him to tell ***** ****, a company manager, that he saw the damages so my furniture could be repaired. I have sent several emails to this moving company and some emails they reply to and others they do not respond to. It's been well over a month, close to two months, that I filed my claim and nothing has been done. I have sent photos of the damages to the company. I do not believe they want to respond and get someone over to my home to repair the damages that took place to my furniture while the furniture was in the company's possession. I want ******* to repair my damages, they have known about this for about six weeks. It was from my Tucson home where the furniture was picked up, and later delivered to my home in **********.

  

  Business Response

  Date: 11/21/2025

  The office and the General Manager have maintained consistent communication with the customer throughout the duration of their claim. The claim was completed and closed on 11/1/2025, well ahead of the standard processing timeline. The claims form clearly states that claims may take 6090 days on average to finalize.
  This complaint pertains to timeliness and communicationboth of which were met. The claim was resolved significantly sooner than the stated timeframe, and multiple attempts to communicate were made and documented.

  Customer Answer

  Date: 11/22/2025

   Company's responses were hit and miss. There were several emails I sent that were not responded to.  They occasionally responded.  You can close this case as I'm not going to pursue it anymore through the BBB. They did send me a check for $147.00 which was based on 30 cents per pound of any furniture damaged.  When I first decided to use Ralph's moving and storage it was never explained to me about their different insurance plans for any damages that may occur. I did not choose a plan since that was not explained to me.  So I guess when that happen you get the 30 cents per pound coverage. I noticed later after all of this that the top plan was to pay about $1,500 for full coverage for replacement of damaged items.  I think it's strange that you have to pay a moving company this amount of money to have your furniture insured in case the company is the one who damages your furniture.  The airlines, you don't have to pay insurance coverage to them if they damage your suitcase.  Moving companies should replace any damages that occur by them without having to pay them insurance coverage.  This is something I will write about to the Arizona State legislature to look into this type of practice.  If a company damages your furniture, they should fix it.  And not have to charge you a large amount of money for replacement coverage.  As stated earlier, I consider this case now closes with the BBB.  I will pursue this with the Arizona Legislature that consumers should be protected and not have to pay money to the company who damages your furniture.  

  

  Business Response

  Date: 11/24/2025

  The customer states in his response that this claim is closed. 

  Ralph's paid out the claim based on the selection made by the customer, as is stated in his second response. 

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We utilized Ralph's moving and service on 10/14/2024 to do a local move. The sales representative did not explain that if we utilized the itemized inventory it would add $1300 to our estimate, and that if we choose to have full value insurance that it would add and additional cost to our final bill, I questioned the first quote for the move because it was high, and we decided to move our garage and outdoor possessions ourself. The crew was slow, the original quote was for a 9 hour job, which took almost 11 hours. The crew damaged a number pieces of furniture, when I spoke with the sales rep she told me that she would not help make the damage right and told me that I needed to learn how to read a docusign. She did not review the documents with me. We would like to have the estimated value corrected and the bill reduced to the orginial 9 hours of time at correct rate. I have called the office many time to speak to the owners only to be put on hold. We have attempted to email the contact Olivia to help resolve the matter , however they are unresponsive.

  

  Business Response

  Date: 10/23/2024

  Ms. Bruce, your
  move occurred on Monday, October 14, 2024. You spoke with Lynette on Tuesday,
  October 15, 2024. A claims form was mailed out same day, October 15, per your
  request, with instructions to complete and submit for processing.
  There were no
  other forms of communication from you until Monday, October 21, 2024, after business
  hours at 8:46 pm. You left your YELP review at 8:29 pm and your BBB review was
  submitted at 2:54 am.
  You are writing
  that Ralphs has been unresponsive, but you have not given us an opportunity to
  respond, as our hours are 8am-5pm Monday through Friday. Your complaint of
  Ralphs being unresponsive is unreasonable. You have not called the office once,
  as the phone records do not have any incoming calls from your phone number in
  over one month, only outgoing calls to you.
  
  Your
  inventories were emailed to you on site by the driver, since they’re
  electronic.
  The valuation
  purchase was chosen by you when you signed your documents, as it’s an option
  with the choices that you must select.
  Lynette explained
  it’s based on actual time. You were not charged for items moved, it’s based on
  actual time.
  
  When you spoke
  to Lynette, first you called her that you were disputing the charges. When she
  provided you the itemized breakdown of the charges and advised that you were
  actually given a larger discount, you then stated that you were unhappy with
  the crew. Which you had previously stated the crew was wonderful. The crew
  reported that you had them move items internally multiple times. Local moves
  are charged by the hour. This would increase the charges if you have them move
  items around multiple times, as it adds time. The GPS on the trucks confirms
  the times are correct.
  
  Then you called
  Lynette back to advise that the crew was in fact doing a great job, you were
  upset that you were sent three different estimates. Lynette explained that you
  made changes three times, so the estimate was updated and resent to you each
  time. Lynette goes over all of the charges and explains how the move works. She
  explains in detail how it is based on actual time and services, payment options
  and valuation choices. You then got upset that you didn’t know how to use
  electronic signatures, and that it was Lynette’s fault that you didn’t know
  how.
  
  Finally, you
  stated that you had damages, which was immediately reported to the office, who
  sent you a claims form, Tuesday, October 15, 2024.
  Again, there
  was no further contact from you until an email at 8:46 PM on Monday, October
  21, 2024.
  
  While our inventories show that these damages were
  pre-existing, and the inspection report by the third party consultant from your
  photos confirm that the damages were not caused by moving, the General Manager
  called you on Tuesday, October 22, 2024, to try and provide a resolution.
  Instead, you were unwilling to listen and demanded the owner’s personal cell
  phone. When the General Manager advised he could not give you that information,
  you threatened to sue him. 

  Customer Answer

  Date: 10/28/2024

  The company claims that all our property was damaged prior to moving in the inventory report and the damages from the photos were not caused by moving which is incorrect.  The general manager was unpleasant on the phone, and stated even though I did purchase full coverage insurance he would not repair our furniture.  The sales person lynnette is now harassing our real estate again to instead of directly dealing with us the people who hired this company. I know that Reality executives has dropped Ralph's moving and storage as a referred vendor. 

  

  Business Response

  Date: 10/28/2024

  The General Manager, Kevin, and the Operations Manager, Alex were both in the phone call with Ms. Cherie Bruce, and the General Manager NEVER refused to help. After several attempts to try and resolve this matter, she kept screaming that she wanted the owner's personal cell phone number and would only speak to them about this matter, and that if the General Manager did not provide the cell phone number then she would sue him for it. Since she was unable to stop screaming at the General Manager, Ms. Bruce said he can only speak to her lawyer. 

  Customer did not provide us any time to resolve this matter, as she submitted this complaint on a Monday evening, and we reached out to her immediately Tuesday morning. She wants a free move [full refund], plus payment for damages that we did not cause. We tried to resolve this matter with her, but she is refusing to speak to anyone but the owner Ralph. There is no owner Ralph, as he passed away in the 1960's. Since she has told us to only speak to her lawyer, we must follow her cease and desist contact request by law and await her attorney's contact. This is also now a legal matter. 

• Initial Complaint

  Date:03/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******* Moving and Storage gave us an estimate on our move. We were told by *** ***** that an invoice would be issued and money refunded if actual labor and weight of materials moved were less than estimated. The sale of our house was delayed and during that time we moved many items ourselves. ******* estimate include two days of packing with full crews. They sent a full crew one day but the second day a partial crew was send for less than 1/2 a day. Because of the delay of our sale we managed to move most of the items from the den and a 16' by 10' storage shed. So the weight of the items moved was also less than estimated.
  The move occurred the first week in September. I've contacted ******* repeatedly but still have not received an invoice or refund.

  

  Business Response

  Date: 03/14/2023

  We have sent out 3 refund checks that have not been returned. We verified the address each time, and voided previous checks to send out a new one. The address is the same each time, and is mailed out after we receive customer's calls. We had not heard that they did not receive the third check. We can void and mail out a new one again, but we have no control over the USPS to verify how or why they are supposedly not receiving these checks. 

  Customer Answer

  Date: 03/29/2023

  I don't know how that could be unless they have the name and/or address wrong.  I've given them my name and address last time I contacted them.  

  

  Business Response

  Date: 03/30/2023

  Check has been voided for the fifth time and a new one has been resent to the same address provided by the customer, **** * ****** ** **** ****** ****** 

  Customer Answer

  Date: 07/14/2023

  A check was received by ******* Moving and Storage.  They failed to submit an updated invoice showing employees hours and cargo weight as I was promised.   This is important because their employees spent much less time than was originally estimated and the weight was probably considerably less as well.