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:03/20/2024

  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.

  Im concerned we were misled by this company. They contacted us and represented themselves as movers NOT a relocation broker. At no point did they make their status clear and their website does not contain this information despite it being required by DOT. Closer to the move, they also texted us and labeled themselves as Global Elite Movers. When they werent answering phones during pickup, I googled numbers and then discovered Global Elite Movers is completely different moving company out of Georgia.We booked with them as they confirmed our shipment would be put on a truck bound for ******* and would arrive faster and for less money than with another mover. Unfortunately, this all seems to be a lie. Shortly after confirming the drivers arrival time for March 18, we received a phone call telling us the driver was running late and they would need to collect items Tuesday morning. On this call, they advised the delivery window would remain the same but shift by a day or so to account for DOT regulations. When the driver arrived Tuesday, we quickly realized this was all a lie. The company low-balled us on the estimate by simply reducing the estimated number of cubic feet to make it look like a lower price. They also advised our move would NOT be on the truck to ******* as the items would have had to have been collected on March 18. Thus, they couldnt give us a more accurate estimate for delivery. When I called and asked what happened, I was told they were a broker and were under no obligation to do anything and I should now be speaking with the moving company. Shortly thereafter, they took, the documents for estimates off their website and they cannot be accessed. Im extremely concerned by these misleading business practices and want this to be addressed. We now have a situation where we have a more expensive move with a later than stated arrival after being totally misled.

  Business Response

  Date: 03/26/2024

  First, I would like to apologize for any inconvenience that you may have experienced. Global Elite Relocation Services is the name of our company. With a quick ****** search I was able to find '"Global Elite Services" it's two separate companies. I have requested your delivery paperwork and from I can see you were picked up on March 19, 2024 and delivered on March 23, 2024. The total amount of pieces that we moved was a total of 70 pieces with 276 additional cubes plus there was some packing charges. On your original estimate it states that you were planning on taking 314 cubic feet at $4.00 a cubic ft.  You had a total of 590 cubic feet. All of the items were not on your original inventory. The customer has some responsibility to give an honest inventory. We have a ***************** Manager that calls each customer prior to pick up to go back through the inventory one last time so that there aren't any discrepancies at the time of pick up. On that call the customer failed to tell us about some of the inventory they were planning to take. The customer service phone number is located in the Welcome Email that you receive after the reservation process. It is also in the first sentence of the binding estimate. During the verification process the customer service representative gives them the phone number also. The Granot link expires, we would be glad to send you another link with your binding estimate. That's not a problem. To be clear, the *** gives us windows of how long your items may take based on the mileage you are traveling. You were going 870 miles which is a window of 3-7 business days. It appears you were delivered in 3 business days. It states in the estimate that they legally have 21 business days to deliver. Our customer service department has tried to reach out to you multiple times, however it appears that our number has been blocked. It rings, and then makes some awkward sound. We do not hide the fact of being a broker. It states that in the credit card authorization form that you singed prior to us processing the payment. I have attached a signed copy of the binding estimate, signed credit card authorization form, signed BOL, and job acceptance form. I have also attached an email that lists extra items that were forgotten on the original estimate. The price is based off the space that is occupied on the truck. If you add more inventory, the price is going to increase.  Please feel free to reach out to us if you have further questions or concerns. Our customer service number is  **************. 

• Initial Complaint

  Date:03/10/2024

  Type:Order Issues
  Status:

  UnpursuableMore 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.

  ******** relocated from **** to ******* to escape domestic violence, & be closer to family support due traumatic brain injury/disability. Hired company after signing a Binding estimate for $2060.10. ******** mentioned to dispatcher shes escaping domestic ************* gave her another $300 discount.Family agreed to proceed, signed estimate & paid the 25% down. Movers loaded everything 2/23/24 then before leaving told ******** to pay more. She said that she thought her family was handling financials as shes dealing w/ brain *************** does finances. ****** agreed verbally to accept rest of payment at delivery in **. on 2/29/24, family reaches out to movers to ask ETA oF belongings. The company immediately calls ********, (NOT the family who are the ones who have arranged everything advising upfront that she does NOT make decisions here). they started telling her that they will not deliver without a ransompayment of $4100. ******** immediately starts crying& panicking, she asks why $4100? ***** says additional items were added that were not on the binding estimate. Sister attempts to explain ***** wasnt supposed to change & nobody signed anything authorizing more. ***** yelled & demanded that she needed $4100 ****** or items will be held hostage. Says would send a payment authorization form via DocuSign to pay ******. We were not going to just pay 2x amount expected as we are not financially well off &made an agreement upfront that is 1/2 of demand, items not moved that were promised, &family didnt authorize anything beyond a signed binding estimate. Family calls & emails requests details of charges of $4100,***** refuses to provide.Spoke to *************************, who agreed we only need to pay $1760.10 as agreed. So we sign payment auth via DocuSign so theyll stop holding items hostage. ***** then tells us because were upset about them trying to extort us, they will now only accept cash or postal money order ONLY,& will continue to hold hostage until $4100 is paid!!

  Customer Answer

  Date: 03/11/2024

  The legally binding contract we signed shows the company is: Global Elite Relocation Services ****************************************************************************
  ** DOT: ******* MC: 01556861

  the woman there Said her name is ******. There is another woman who says her name is *********************. 
  Emails and Phone numbers we have are *****************  and 
  ************* and **************
   *********************************************** **************************

   

  if this business doesnt reply with their agreement to abide by the legal binding contract here and cease their financial exploitation of a vulnerable adult per ******* statue by their extortion and hostage/****** scheme We will be forced to obtain injunction through the clerk of court which will then be served to the owner of the company ************************* and ************************* at this company. They can either abide by the contract agreement and deliver her personal possessions or we will be forced to file the necessary criminal charges and any retaliation by these individuals will not be tolerated and we will pursue legal prosecution. Thanks 

• Initial Complaint

  Date:12/09/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Friday November 17th I talked over the phone with ****. He told me my things could be picked up at my house in ** or Nov. 25th and moved to SC to arrive by 11/29, I explained to him the items and he told me I was way under the limit so I could have additional items for no charge. I got a call that movers would be at my house between 10am-2pm on the 25th. At 2:30pm they call me and tell me they are arriving at 8:30pm and then at 8pm they call to tell me they will be arriving at midnight to move my stuff. After sitting around waiting for them to show all day I told them midnight does not work as I didn't want to move my furniture in the middle of the night. They said they can be. there at 8am the next day(11/26) they arrive at 8:45. Truck drivers tell me I have more things than what was on the quote, I told them **** told me I could have more things because I was under the space limit, ****'s number was disconnected at that point when I tried to call him. Customer service told me if it would be an additional $3,000 if I want all my things moved. Extra things equalled 2 shelves and .a couch. I tell them no and they end up taking my stuff, the driver confirms with me it will be delivered in SC by 11/29. On 11/29 I call them and they tell me my drop off window opened on 11/29 and is **** business days from that date when my things will be delivered, leaving us with no furniture sleeping on an air mattress because their lies. They then called and said our things would be delivered on 12/3 between ****pm. I get a call from the driver he's arriving at 8:07pm. They pull up and start unloading someone else's stuff. When I tell the driver these are not our belongings they scramble on the truck for 1 hour to realize that the truck doesn't have our stuff. They left and I call customer service to ask how they are going to fix it, they say no reimbursement due since our stuff isn't technically late due to the 14 day window, they do nothing to make it right. Got our stuff 12/6.

• Initial Complaint

  Date:11/29/2023

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Bait and Switch. Provide an estimate to move a small quantity of goods from ** to **. We did two detailed estimates and agreed on a price up front. They outsourced the actual moving and now that entity (their subcontractor) is charging a rate that is 22% higher for the same quantity of goods and are asking for payment upon delivery or will withhold delivery of the goods.