ComplaintsforRoyal Moving and Storage

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Transaction Date: 4/1/23; Money paid: $663.; The business service: moving residential furniture, disassembling & assembling furniture from 1 local location to another. Dispute is as follows: On 3/27/23 I called Royal Moving & Storage and spoke w/ **** to schedule a move. Prior to scheduling I asked if they disassemble and assemble beds and the response was "YES" I asked were there any other fees such as taxes added, the response was "NO" yet there is a $25 extra fee added, " He stated, "if using a credit card there is a 2% convenience fee (invoice 13%cc) ". Movers arrived @10:15. My daughter (who is also on the contact info.) text me @11:24 to say, "the movers didn't have the tools or drill to dissemble the bed". The company had other movers on the premises & the mover were going to see if they could borrow their drill. I called **** @11:28 to discuss this matter & he informed me "movers have bare minimum of tools that they carry on them. I mentioned " they should have drills & tools because they are a moving company and offer assembling, and searching for tools is eating into my Time & Cost. **** stated, "when they obtain the drill that would actually speed the process up". Terrible unprofessional response. I called **** again @12:05 for an update no response. I left a voicemail to call me. At 12:10 (45 min later) my daughter text to say "they got a drill from the other movers; they were loading the headboard & on the way. Movers arrived @12:35, they began to unload and assemble the bed. @12:55 the mover asked us to pay the invoice for 4 hrs. (2:15) which there was still 20min left to reach the 3hr time. *** ********** became agitated for being charged for time not yet rendered & the time to locate tools to do their job (45min). He told them he would pay 3hrs. The movers were told not to remove any more furniture until he pays. The company offered to reimburse 30 min if finish before the 2:15 deadline. Not acceptable & they hung up on us.

  

  Business response

  04/07/2023

  When setting up this move the customer was told about any and all fees that would apply to the move. We also send an email confirmation days prior that has all the fees and optional charges we have. The moving supplies paid for by the customer was the supplies needed to be used to better protect the furniture she had. However it is still optional, and could of been avoided, had she told the crew leader she did not want to use any. 

  When the office received the call about the tools, we were very apologetic and tried to handle the situation as quickly as possible. We explained to the customer that each crew is different, but we do require all of our crews to keep the basic tool bag on the trucks for any disassembly and reassembly of any items. Some crew leaders have much more advanced tools. Noticing another crew was in the same building working on a different job, we contacted the crew leader of that move and had him come over and bring the tools to complete the process faster. There was little to no downtime in between the initial call and when the drill arrived because the guys were still loading additional items while waiting for the drill. 

  Furthermore, we really like for the main customer whose name is on the invoice to be on site during the move and this is one of the main reasons why. Communication was being relayed between the movers and the young daughter of the customer that hired us. Therefor many things were miscommunicated. 

  The invoice signed on the move states that we collect payment prior to unloading and it is just standard moving practice to do so. When ** ********** became agitated and began to argue about wanting to pay when the job was over instead of when the invoice stated, this also took up time and is not the protocol for the movers.

  Ultimately, Royal Moving tried to handle the situation as fast as possible with as much care and understanding as we could. The customer was upset because she felt that all movers should carry power tools. Even after getting a drill to the job within less then 15 minutes in order to help accommodate, there is still additional compensation being requested. 

  We are willing to provide a half hour credit in order to account for any downtime trying to locate the drill.

  We are very sorry for any unprofessionalism you may of experienced and will strive to become the best we can be learning from any situation.  

  

  Business response

  04/11/2023

  We would like to satisfy this matter and refund a total of 45 minutes, which is $95. We apologize for the inconvenience.

  Customer response

  04/11/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

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

   

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved recently and I contacted Royal Moving & Storage Co for there service. The rates that were quoted and the fee's that were charged were way off .They are basically giving false information to secure the job but they are gauging at the end of the job and you have no choice but to pay because they don't remove your items from there truck until you pay . example 165.00 hour for move then for there truck 165.00 +10% fuel. also they sent 2 men but only 1 worked and the one that didn't work by the time they got to the new location you could smell he was intoxicated. yes i did contact the company but to no avail. I also was advise whatever furniture was broken down to be moved would be put back together and it was not. The worse experience ever and it is a shame this type of service is allowed especially during the times for people now. There was not a complete room to be moved the non work just wasted time and all furniture was not taken because the non worker wanted to take everything apart even if was not necessary.

  

  Business response

  07/22/2022

  Good Afternoon,

  We are terribly sorry to hear of these issues and concerns that may of occurred during your move. As a Locally owned and operated small business for 35+ years in Jacksonville area, we always keep in mind the current economic situation locally, on top of balancing the industry wide impact of the epidemic. Never has Royal Moving taken advantage or fluctuated pricing based off anything other then the hours of service used. When scheduling a move with Royal Moving we give an hourly rate plus a truck fee and 10% fuel surcharge on the grand total. (i.e *** ******* rates, $165 per hour for the movers, one time truck fee of $165 + the fuel surcharge)  These rates are discussed prior to booking the job and and also stated very clearly in bold on the "Moving Contract" emailed to the customer at the point of scheduling. (see attached 'Moving Contract') The day prior to the move a confirmation call is made by the dispatching department, ensuring nothing has changed or is needed for the scheduled service. Prior to completing the call it is confirmed by the customer the the email has been received and there are no questions. In addition to the steps we take as a company to provide the most upfront pricing, the crew leader on the moving day presents the "Moving Invoice" and all charges prior to starting the move. This invoice also states that the policy for collecting payment is prior to unloading. The customer signs the invoice authorizing the charges, policies and limits to liability for the service and for the crew to begin working. 

  Royal Moving always have someone available to answer any form of communication regarding anything that may go awry during the service. If any notification was given to our team of managers concerning possible intoxication of an employee on a move, I can assure you we would rectify immediately. The movers worked as diligently as they could and attempted to do everything within the estimated budget presented to them by the customer. 

  As one of the top rated movers in the North Florida area, our customer support and satisfaction is extremely important to us and we want to offer a refund amount of $75.00 in order to hopefully rectify the situation. However as stated above, and attached in this response, the moving contract was received and confirmed, and the moving invoice was signed. We apologize again any inconvenience and can apply the refund amount immediately. 

   

  Respectfully,

  Royal Moving

   

  Customer response

  07/25/2022

  [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]

   Complaint: ********

  I am rejecting this response because: Being this is a general email response seem to me and not a customer that has indicated her actual concerns from her personal experience. As stated before the main issue is 2 movers should have been sent out that actually work and not just 1 working able body man that moved everything by himself due to the other worker was wasting time doing nothing and whistling while just walkinh from room to room to make himself look busy. Then an additional break was took by the movers being the driver advised that is included in the job. While they stopeed tpo the corner store they purchased beer cans so by time they got to the new resident the driver was drunk. Got to the home and didn't put any of the furniture in the correct rooms nor did they put all the furniture back together. No one called to confirm about an email they only called to confirm that the move was for Saturday and they movers could come earlier than originally scheduled. Once got to the resident the younger mover indicated they wanted a tip for the job being the way the office is set up they wouldn't receive anything additional from the company. However, I advised the younger mover if he was going to share his tip with the older guy than he would not receive one either. He indicated that he would and I told him to have a nice day. The only reason the invoice was signed because my mother signed since they advised her if she didnt they would keep the furniture. This job should not have cost no more than $495 for the $165 that was tooken when I booked and from the understanding that it would be for the truck and the fuel. However, that was a total lie all together. Even the drivers said the office don't make sure people know what that $165 deposit fee covers and they try to explain to people the fuel cost and truck cost is totally different. The 1 mover only removed 1 sofa , 2 beds and mattress and a table with 4 chairs. So its no way possible this job took over 2 hours anyway. Being these were the only items left to be picked up out the apartment. The older sorry man didnt take the TV stand since he stated he would have to take it apart to take out. However, my neighbor took the TV stand down the stairs and placed in the car by himself.  Which if his statement is needed I can get him to provide one. These people are scamming honest working people out of their money and sending workers they know are not fulfilling the job. I told the worker that did all the work to stop allowing the olders worker to use him and his response was well he is 52 or 57 and I let him know that's a sorry excuse and he need to find another job. 

  Regards,

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

  

  Business response

  08/23/2022

  The customers allegations are untrue, Royal Moving always goes above and beyond to review all pricing with each customer individually during the estimating, contracting and invoicing process. Emails are sent to confirm as well as phone calls the day prior. It is part of our dispatchers process on each of those calls to confirm the receipt of the email contract, in which he did. The movers followed all protocol, including the collection of payment prior to unloading, as stated on the moving invoice the customer signed. If the Customer is on a budget and can only afford a set number of hours of service, the movers are required to do what they can within that set budget. If the job needs 5 - 6 hours to complete (based on the amount of stuff to be moved and disassembly and reassembly of items) we do not only charge for 2 hours based on how long the customer thinks the job should of taken or the budget set forth by the customer. As a company we strongly disagree with any allegations of movers drinking alcohol on the job and take pride in our representation in the local community. That being said we have contacted *** ******* in order to further rectify the situation however not received a response.      

• Initial Complaint

  05/21/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I hired this company w 2 laborers and a truck to move me. Only 1 laborer actually worked most of the time. Once I arrived at my new address, they scratched my furniture while attempting to complete the delivery. I called the manager and was hung up on. This issue has not been resolved. I have photos and camera footage to prove what is detailed in this complaint..

  

  Business response

  06/09/2021

  To whom it may concern,

  This was a very unfortunate situation, the moving service provided for this customer was going very well that day. We were unloading the customers items into an older style Jacksonville built home near the downtown area. As most movers know these homes in this area typically have much smaller door ways and entry points. The movers approached a very large couch in which they first tried every single entry point in attempt to get it in the home. Once they noticed that the couch would not be able to successfully and safely be moved into this home we notified the customer. Upon doing so she claimed that her only concern was to get this couch inside. The movers, still being as careful as possible, then navigated the couch through the doorway. The couch was finally inside and placed where it belonged. At this point the customer notified my movers that there was some damage to the couch, which they advised they were only doing what she asked them to do.

  Understanding there was damage to the couch, and in hopes to help this customer with the unfortunate situation of her doorway being to small for her very large couch, Royal Moving notified her that if she was able to somehow widen the doorway, we would pick up the couch and have it professionally repaired at no cost to her. She agreed and was able to widen the doorway, however through many contacts and trials this customer was unavailable for us to pick up the couch.

   

  Royal Moving was not responsible for the damage to this couch as the movers notified this customer of the situation at hand and the potential outcome. She choose to have them move forward knowingly.

   

  Respectfully, 

  Customer response

  07/20/2021

  [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that arbitration is necessary.

  Sincerely,

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

  

  Business response

  09/17/2021

  A refund of $120 has been issued to *** ******.

  Attached is a copy of the refund receipt.

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