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:04/23/2025

  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 Company men stole $7,000 cash and a Rolex Watch from my home. They also took my grand sons Bank with $1,400 in it. Rolex watch cost $7,500.00

  

  Business Response

  Date: 04/28/2025

  To Whom It May Concern,

  We have reviewed the complaint submitted by *** ****** ****** regarding the alleged loss of a Rolex watch valued at $7,500 and cash totaling $7,000 during a move contracted by *** ************.
  

  The move involved our team professionally packing, transporting, and storing the customer’s belongings while *** ************ performed repairs on the home. Approximately one month later, our team delivered and unpacked the items back into the customer's residence. At that point, the customer claimed the missing items and filed a police report.

  We empathize with the customer’s concern; however, our Bill of Lading, which the customer signed prior to the commencement of services, explicitly states:
  “Company explicitly disclaims responsibility for missing jewelry, cash, firearms, or any other personal items claimed to have been lost during the moving process.”

  It is the customer’s responsibility to secure and remove all valuables, including jewelry and cash, before movers arrive. Additionally, our movers assigned to this job have each been employed with our company for over 10 years, consistently demonstrating integrity and professionalism without any prior allegations of theft or misconduct. We therefore take strong offense at the implication that our employees engaged in theft. In addition, *** ******'s wife told our guys that her husband suffers from early onset dementia. With that in mind, we believe these items may have been misplaced.

  Given that this matter has now been reported to law enforcement and is currently under police investigation, we respectfully suggest that this issue falls outside the scope of BBB resolution. We will fully cooperate with the police and trust they will properly handle this matter.

  We have included a copy of the signed Bill of Lading for your reference.

  Sincerely,

  ***** ******

  
  

• Initial Complaint

  Date:03/11/2025

  Type:Delivery 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.

  On February 26, 2025, this company Royal was to move my property- they arrived at 10AM & spent time loading a bedroom set I gave Mr. *****? The Owner? When they try to move the refrigerator a nice "LG Steel" they have problem. they did not know how to get it out of the kitchen pushing turning, angry, dragging, & started taking it apart. Door, front handles, the refrigerator turned into a skeleton (I was horrified). then they called 2 employees from the company they came 2 more men, and Mr. ***** (Owner)
  screaming, yelling, how to take out the fridge. they tried to remove the front entrance door of the apartment and the door to my bedroom (A Disaster). Finally, the 4 of them lifted the refrigerator out of the kitchen and placed it in the truck. Arrived at the house in pieces. Two days later, or 1 day later I called the company and asked what they were going to do about my fridge, they said it was they employee's fault. I threatened the company with an attorney then they sent 2 men to repair the refrigerator, and they brought over more things that did not belong to February 26th. When they got to the new house, they ordered me to pay for their service $50 deposit-$1,568.00 as payment upfront before they delivered my furniture to the new house. They also asked for a tip I gave them $50.00 more. They stayed with 1-2 boxes of mine.
  step ladder that up until now they refuse to return it to me. Well, they left an old step ladder that belongs to the company at my new house when they went to put my refrigerator together that it was not left same as it was before the business touched my refrigerator. The business left the fridge with a hole inside. (See Attached)

  

  Business Response

  Date: 03/11/2025

  Thank you for providing us the opportunity to address this matter.

  On February 26, 2025, our crew arrived at the customer's location for a scheduled move. Upon inspecting the refrigerator and assessing the narrow walkway and doorways, our crew advised the customer, clearly and explicitly, that the refrigerator might not fit through safely and could sustain damage during the move. Despite this advisory, the customer insisted on moving forward with relocating the refrigerator.
  Due to the customer's request, we dispatched two additional crew members to attempt the move. Before proceeding, we made a clear written note on the customer's invoice stating: "Refrigerator has very narrow walkway, may get damaged." The customer reviewed, acknowledged, and signed this invoice, understanding and agreeing to these terms, which explicitly released Royal Moving and Storage from liability for potential damage to the refrigerator.

  Regarding the customer's step-ladder, it was mistakenly left on our truck, and we sincerely apologize for this oversight. We have already communicated with the customer about this matter and will return the step-ladder within the next few days once we have a crew scheduled to be in her area.

  We regret any inconvenience or misunderstanding arising from this move. Our company consistently strives for customer satisfaction and transparency in our services.

  Thank you again for allowing us to clarify our position on this matter.

  Sincerely,

  ***** ******

  Customer Answer

  Date: 03/14/2025

  
  
  

  [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: 

  It is Not acceptable, and it didn’t happen like you are saying. Royal, that I signed, accepting whatever damage caused to my property while the move was taking place. They forced me to make a payment with my card BEFORE removing anything down (my furniture) from the moving truck. I had to sign immediately, or they would not do the service they were hired to do.

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  

  Business Response

  Date: 03/17/2025

  We appreciate the opportunity to address Ms. ********* concerns further.

  Prior to beginning any work, our policy requires all customers to review and sign our Bill of Lading, which clearly outlines potential risks and terms of liability. In Ms. ********* specific case, upon initial inspection of the refrigerator, our crew explicitly advised her that the narrow hallways posed a significant risk of damage to her appliance. Despite our recommendation against moving the refrigerator due to this risk, Ms. ******* insisted it must be moved. Given this scenario, our crew carefully documented this conversation and included a specific note on the Bill of Lading stating clearly, "Refrigerator has very narrow walkway, may get damaged." Ms. ******* reviewed this information and provided her signature, acknowledging the risk and agreeing that Royal Moving and Storage would not be liable for any resulting damage.

  Regarding the payment process, our company follows industry-standard practices, clearly explained in advance to every customer, requiring payment before unloading the truck at the final destination. This policy is uniformly applied and is designed to ensure services rendered are properly compensated, not to pressure customers.
  

  We genuinely regret that Ms. ******* remains dissatisfied; however, all steps taken were transparent and clearly documented.
  

  Thank you for allowing us to clarify these points.

• Initial Complaint

  Date:04/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  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

  Date: 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

  Date: 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 Answer

  Date: 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,
  

  
  

  
  

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