ComplaintsforSuddath Relocation Systems of Jacksonville, Inc.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company was contracted by the military to make our household goods from ******** ** to **** ** for a military move (PCS). They contracted a driver to move our belongings. The driver showed up with very little room in his truck and he could not fit our entire house full of belongings. So he left with half of our belongings. Two days later another truck showed up and took the rest of our belongings. That was Dec 22 2023. As of today Jan 14 ****, we havent received that second truck full of our belongings. The company wont tell us anything and certainly doesnt care that it has passed our guarantee delivery date (Jan 10 ****). We have called every day and are hung up on almost every time. No one will answer us about when we will receive our belongings. The company doesnt care. We would like to receive our belongings in a timely manner.

  Business response

  01/22/2024

  January 22, 2024

  
  BBB of ***************** &Southeast Atlantic
  *************************************
  Jacksonville, **  32207
  
  Re:       ************************* (*******)
              BBB Complaint: ******** (the Complaint)
  
  To Whom It May Concern,
  
  Suddath **************., its parent, affiliates, and subsidiaries, including Suddath Relocation Systems of Jacksonville, Inc. (collectively, Suddath) is in receipt of the Complaint.  Suddath greatly appreciates that ******* took time to share Meisners experience with the Better Business Bureau (BBB).  Suddath takes all feedback seriously and constantly evaluates how it can deliver a superior customer service experience. Accordingly, and after looking into the Complaint, Suddath tenders this response to the Complaint.

  
  In the Complaint, ******* alleges that the U.S. military engaged Suddath to provide and/or facilitate transportation,storage, and/or related services in connection with ******** recent relocation.  ******* asserts that Meisners shipment of household goods was to be transported and delivered at destination no later than January 10, 2024.  As a portion of Meisners shipment has not yet arrived at destination, ******* seeks an update as to the status of the delayed portion of the shipment and requests that the same be delivered as soon as possible.
  
  Due to increased volume demands, capacity limitations resulting from an industry-wide shortage of available, qualified drivers, and the intervening holiday season, and despite Suddaths best efforts, Suddath was unable to coordinate transportation and delivery of Meisners entire shipment prior to January 10, 2024. However, the delayed portion of Meisners shipment is now underway to its final destination, with delivery targeted for January 23, 2024.
  
  Suddaths customer service representatives have been in contact with ******* throughout this process and are continuing to communicate and coordinate with ******* regarding the status of the delayed portion of the shipment. Further, Suddaths customer service team has presented and expedited an inconvenience claim payment, pursuant to the regulations applicable to Meisners shipment.    
  
  Suddath seeks to provide superior customer service and hopes this response is helpful to the BBB and *******.  Should the BBB need additional information from Suddath, please contact Suddaths Legal Department.
  Very truly yours,
  
  
  Suddath Legal Department
  ********************************

  Customer response

  01/29/2024

  The company repeatedly ignored my phone calls and held onto my belongings for a month. The company only began to communicate with me days, leading up to when my belongings would be delivered. I was treated horribly and I was ignored while they had possession of my belongings. I dont believe anyone should be treated that way. 

   

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  THEFT SUDDATH MOVERS / ******* ****** - it took me a long time to go through my boxes to make 100% sure they stole items before I would report this.  I just happened to watch one guy place my Singer Sewing machine into a large box of theirs.  I never saw that again and I realize I am missing lots of other things too that were in boxes placed in their provided box.  I lost sight of them for about an hour, they must have taken my items at that point, possibly they had a car at the weigh station. They broke pieces off of my washer and left them on the top. They broke my dryer and would take no responsibility. When I contacted the office, the girl played dumb like I was the first case she ever had of any problems. She kept saying "I haven't heard back from my boss yet" this was over a period of weeks! Eventually she would not return my calls or pickup when I called. I didn't realize I could report this so I am late, but need to make others aware that they are not a good company. Also, my estimate was written as a local move when I actually moved from ******* to *******. It was for 5 hours. At storage one guy spent FIVE 5 hours sitting and marking my boxes with little yellow stickers.  No one told me this was going to happen, my entire estimate was for 5 hours.  I did have more items than I realized i will say i did not realize it. They tried to charge me $1,100 - $1,200 AFTER my items were in the truck but I just kept saying I couldn't pay. The sales person ***** ******** ************************** never returned my calls on the say of my move.

  Business response

  09/13/2023

  September 13, 2023
  
  
  Re:       ****** ******* (“*******”)
              BBB Complaint: ******** (the “Complaint”)
  
  To Whom It May Concern,
  
  ******* *** ****** ****, its parent, affiliates, and subsidiaries, including Suddath Relocation Systems of Jacksonville, Inc. and ******* ******, LLC (collectively, “Suddath”) is in receipt of the Complaint.  Suddath greatly appreciates that ******* took time to share her experience with the Better Business Bureau (“BBB”).   Suddath takes all feedback seriously and constantly evaluates how it can deliver a superior customer service experience.  Accordingly, and after looking into the Complaint, Suddath tenders this response to the Complaint.

  
  Suddath provided and/or facilitated moving, transportation, storage, move management, and/or related services for ******* in connection with her relocation from ******* to *******. ******* alleges that Suddath lost and/or damaged certain of her household goods during the course of the relocation. ******* seeks compensation for the household goods that were lost and/or damaged during the relocation process.

  
  To the extent ******* seeks recovery from Suddath for loss and/or damage to particular household goods included in her shipment, ********* avenue for such recovery is the timely filing of a claim pursuant to the federal laws, regulations, and tariff governing her shipment.  To date, ******* has not filed or pursued such a claim with Suddath.

  
  Suddath seeks to provide superior customer service and hopes this response is helpful to the BBB and *******. Should the BBB need additional information from Suddath, please contact Suddath’s Legal Department.

  
  Very truly yours,

  
  Suddath Legal Department
  *****************

• Initial Complaint

  08/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Dates of transaction: Jun 13, 2023 & Jun 19, 2023 Total amount paid (after adjustments): $28497.26 The business committed to an international movement from ******* to ******* in association with a military affiliated move. The nature of the dispute is the blatant disregard from the condition of property and the dishonest practice of stealing items. The very items, previously disclosed before services were rendered, are high-valued collectors cards priced at $20,000+. Additional items stolen include power tools and tool accessories. The condition of the items delivered were also received in a way that showed no regard for personal integrity for the customer. The business has been notified of the initial findings and now through an insurance claim for the high-value items. Account number: ******** **** ***********, ******* I wish for this dispute to be resolved by compensating for the lost items plus damages.

  Business response

  09/07/2023

  September 7, 2023
  
  
  Re:       ******* *********** (“***********”)
              BBB Complaint: ******** (the “Complaint”)
  
  To Whom It May Concern,
  
  Suddath Van Lines, Inc., its parent, affiliates, and subsidiaries, including Suddath Relocation Systems of Jacksonville, Inc. (collectively, “Suddath”) is in receipt of the Complaint.  Suddath greatly appreciates that *********** took time to share his experience with the Better Business Bureau (“BBB”).   Suddath takes all feedback seriously and constantly evaluates how it can deliver a superior customer service experience.  Accordingly, and after looking into the Complaint, Suddath tenders this response to the Complaint.

  
  Suddath provided and/or facilitated moving, transportation, storage, move management, and/or related services for *********** in connection with his international relocation from ******* to *******. *********** alleges that Suddath lost or damaged certain of his household goods during the course of the relocation. *********** seeks compensation for the household goods that were lost and/or damaged during the relocation process.

  
  On receiving the Complaint, and looking into ***********’s shipment, Suddath understands that, prior to his relocation, *********** placed an insurance policy with a third-party insurance company to provide coverage for his household goods in the event of loss or damage.  Based on the claim form attached to the Complaint, Suddath further understands that *********** has filed a claim with the third-party insurance company to obtain recovery for the loss and damage alleged in the Complaint.  Suddath appreciates that the third-party insurance company is working, and will continue to work, with *********** to process, adjust, and resolve the claim that *********** asserted pursuant to the insurance policy issued to him by the third-party insurance company.

  
  Suddath seeks to provide superior customer service and hopes this response is helpful to the BBB and ***********. Should the BBB need additional information from Suddath, please contact Suddath’s Legal Department.

  
  Very truly yours,
  Suddath Legal Department
  *****************

  Customer response

  09/12/2023

  [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: a receipt of denial was received from the insurance claim contradicting what was outlined prior to the move. In an email referenced, "Seeing we do not cover collections, In the event of a claim you'll need to have a name for each card and it's value in order for the underwriters to pay a claim on the cards. There are no exceptions to this policy. You do not need to submit this to me now, but you'll need to have it in the event of a claim." I have sought out to have the claim further investigated along with evidence of tampering like the safe in the attached pictures.
  Here is my email response to the settlement claim denying my coverage: 
  "I deny this settlement claim and request further consideration. The inventory sheet was signed as left intact and was noted with the movers that some items were already altered and missing and that I would not know what was off until completely unpacked everything. In the email, it does state that "in the event of a claim, you'll need to have a name for each card and it's value in order for the underwriters to pay a claim on the cards." I showed the case to the packers, I witnessed a tag on the item and it placed in a box labeled "office." I can confirm that Office Box #*** was missing and must have been the box with the HV card collection inside. Items received tags and were placed within larger boxes. An example would be the safe, that was broken into, and the trash can that was placed in a wardrobe box upon shipment but arrived outside a box. After further investigation, some boxes did not have tags while others had 2 stickers on the outside of the box.
  
  
  Something is completely off about this and needs to be looked at further. The attached pictures of a personal safe were found in a random unmarked box along with other items; i.e. a vacuum and cleaning supplies. According to the inventory sheet (#**), the safe was in pristine condition yet arrived with obvious damage and dirt from what I assume is the warehouse it was stored in. This item was found in an unmarked box. The contents were electronics."
  I need Suddath to look further into the insurance claim as well as the timeline of transportation and handling of goods. Items could not be reported till after delivery due to "tagged" items being put in other "tagged boxes" restricting the ability to check off the inventory at the time of delivery.
  Further, I am seeking compensation in the form of insurance monetary compensation for the claim as well as the poor service of the move. My items were tampered with and blatant theft occurred that now is being deemed "uncoverable."
  Regards,
  ******* ***********

  Business response

  09/21/2023

  September 21, 2023
  
  
  Re:       ******* *********** (“***********”)
              BBB Complaint: ******** (the “Complaint”)
  
  To Whom It May Concern,
  
  Suddath Van Lines, Inc., its parent, affiliates, and subsidiaries, including Suddath Relocation Systems of Jacksonville, Inc. (collectively, “Suddath”) is in receipt of the Complaint, as well as ***********’s reply of September 13, 2023 (the “Reply”) to Suddath’s initial response to the Complaint dated September 7, 2023 (the “Suddath Response”).  As previously expressed in the Suddath Response, Suddath greatly appreciates that *********** took time to share his experience with the Better Business Bureau (“BBB”).   Suddath takes all feedback seriously and constantly evaluates how it can deliver a superior customer service experience.  Accordingly, after revisiting the Complaint and Suddath Response, and looking into the Reply, Suddath tenders this supplemental response to the Complaint and Reply.

  Suddath provided and/or facilitated moving, transportation, storage, move management, and/or related services for *********** in connection with his international relocation from ******* to *******. *********** alleged in the Complaint that Suddath lost or damaged certain of his household goods during the course of the relocation. *********** sought compensation for the household goods that were lost and/or damaged during the relocation process.

  As noted in the Suddath Response, prior to his relocation, *********** placed an insurance policy with a third-party insurance company to provide coverage for his household goods in the event of loss or damage.  Suddath observed in the Suddath Response that *********** had filed a claim with the third-party insurance company to obtain recovery for the loss and damage alleged in the Complaint.  Suddath recognized that the third-party insurance company was working with *********** to process, adjust, and resolve his claim.

  In the Reply, *********** continued to take issue with the third-party insurance company’s handling of his claim and vocalized particular frustrations with the claim adjustment process.

  As previously mentioned, *********** placed an insurance policy with a third-party insurance company to provide coverage for his household goods in the event of loss or damage during the relocation process.  ***********’s claim for recovery under such policy, and the third-party’s adjustment of said claim, are subject to the terms and conditions of the policy that *********** placed with the third-party insurance company.  To the extent *********** continues to take issue with the third-party insurance company’s handling of his claim, such issue is best directed to the third-party insurance company, not Suddath.  Of course, should such third-party insurance company request assistance from Suddath in the course of its investigation, adjustment, and/or settlement of ************* claim, Suddath stands ready to engage appropriately with the third-party insurance company.

  Again, Suddath seeks to provide superior customer service and hopes this response is helpful to the BBB and ***********. Should the BBB need additional information from Suddath, please contact Suddath’s Legal Department.

  
  Very truly yours,

  Suddath Legal Department
  *****************

• Initial Complaint

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Due to Suddath's lack of customer service and bad decision in contracting out two different companies for our move we have suffered sub par service, confusion, and ultimately a massive loss of our household goods. Movers showed up unprepared and underqualified. No means of organization, refusing to inventory our items with stickers or even on paper. Throwing valuable glass or ceramic items into boxes without wrapping. And in the end, leaving a vast majority of our household goods out in the yard and street unattended for hours on end. Food and personal trash and even tools were left behind. Over $6,000 worth of damages was reported upon the arrival at our destination. I reported the deficiencies in the companies processing to Suddath and was denied a resolution and now we are being told that due to their lack of appropriate management response they are unable to process the majority of my claim. Unprofessional treatment from start to finish.

  Business response

  03/06/2023

  Re: ******* ***** (“*****”)

  BBB Complaint: ******** (the “Complaint”)

  To Whom It May Concern,

  Suddath Van Lines, Inc., its parent, affiliates, and subsidiaries, including Suddath Relocation Systems of Jacksonville, Inc. (collectively, “Suddath”) is in receipt of the Complaint. Suddath greatly appreciates that ***** took time to share her experience with the Better Business Bureau (“BBB”). Suddath takes all feedback seriously and constantly evaluates how it can deliver a superior customer service experience.  Accordingly, and after looking into the Complaint, Suddath tenders this response to the Complaint.
  

  Suddath provided and/or facilitated moving, transportation, storage, move management, and/or related services for ***** in connection with her relocation. ***** alleges that Suddath lost or damaged certain of her household goods during the course of the relocation. ***** filed a claim with Suddath looking to receive compensation for the goods she contended were lost or damaged (“Claim”).

  In response to the Complaint, Suddath revisited the records in its Claim file, reassessed the Claim, and readjusted the Claim settlement offer.  ***** accepted the revised offer, and payment was duly processed on March 3, 2023, yielding the desired outcome set forth by ***** in the Complaint.

  Suddath seeks to provide superior customer service and hopes this response is helpful to the BBB and *****. Should the BBB need additional information from Suddath, please contact Suddath’s Legal Department.

  Very truly yours,

  Suddath Legal Department
  *****************

  
  

• Initial Complaint

  01/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company is completely predatory of military members who must move every several years. I filed a complaint when the movers were at my house in January/February 2022 (it is on file as I called to check) that states my furniture was being thrown off my balcony during move out day. When I moved into my new home in April 2022 my bed frame was carried into my house in pieces. Upon going upstairs I noticed the movers trying to conduct a self repair with a power drill in my bedroom. By the time I asked them to stop they had already drilled through my bed to allow it to stand up. I noted the damages on the move in form and filed a claim. ******* had an inspector come to the house. he did not pull the bed out from the wall and I was not able to do so unassisted (I live alone and I’m a small female). He said it “looked okay” and noted that on the form. Despite all of the evidence for my broken bed (signed move in checklist and my complaint on file) this company refuses to reimburse me for something that will now cost me hundreds of dollars. This is just one instance in a long list of broken furniture and personal belongings that they refuse to offer a fair price to fix. For thousands of dollars of damages they are giving me literally pennies (actually much less) on the dollar. They refuse to acknowledge the facts which have been documented with the company on official paperwork (move in checklist signed by myself and movers and the complaint filed on move out day). Their company shows no regard for peoples belongings and their claim department is staffed with professionals who find loopholes to prevent reimbursement from struggling service members. They should not be in business and should be held accountable for their damages. Attached are some of the email exchanges but my moving documentation is on file with the company.

  Business response

  01/05/2023

  January 5, 2023

  
  Re: ***** ****** **********

   

  To Whom It May Concern,
  

  
  s, Inc., its parent, affiliates, and subsidiaries, including ******* Relocation Systems of Jacksonville, Inc. (collectively, *********) is in receipt of the Complaint. ******* greatly appreciates that ****** took time to share her experience with******* takes all feedback seriously and constantly evaluates how it can deliver a superior customer service experience. Accordingly, and after looking into the Complaint,  this response to the Complaint.

  
  ******* provided, arranged, managed, and/or otherwise facilitated moving and related relocation services for  alleges in the Complaint that, during the provision of such services, certain of ******** household goods sustained damage. In furtherance of such allegation, ****** contends that she filed a cargo damage claim with ******* and is looking to receive compensation for damage to a certain claimed item, more particularly a bed frame **** *******

  
  In connection with the processing and adjustment of ******** claim, ******* coordinated a third-party inspection of the Bed. The inspection was carried out by an independent, objective, professional furniture restorer, , which specializes in craftmanship as well as claims management and report writing, inspected the Bed and provided ******* with assessments and reliable background information.

  
  inspection report (the “Report”) concluded that there was “no visible transit damage” to the Bed.  Nonetheless, and in an effort to amicably resolve ******** claim as to the Bed, ******* offered $100 to ****** as an allowance.  In short, guided and informed by the Report of an established, independent, and industry-leading third-party specialist, ******* denied ******** claim for damage and continues to stand by its position of extending only an allowance offer of $100.

  
  To the extent *******’s adjustment of her claim is not satisfactory to her, and pursuant to the applicable rules and regulations governing her shipment, ****** is able to transfer her claim to the for further review and processing.  To date, ****** has not done so.

  
  ******* seeks to provide superior customer service and hopes this response is helpful to the ******. Should the  need additional information from *******, please contact *******’s Legal Department.

  
  Very truly yours,

  
  ******
  

• Initial Complaint

  10/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2 Major issues to report with Suddath Movers: Poor practice in estimate to charges: Original estimate for my move was 17,895 for a 20 ft container household goods move from ***** to *******. (end of April Shipped and received in August) After arriving in USA, they raised my cost from 17,895 to 25,601. I had no choice in the matter and was told if I did not pay ASAP the additional 7,706 USD that I would just incur additional charges for storage. My items were held hostage with nothing to do but pay more than 30% of the original estimate. Theft We reported that my wife's engagement rings and wedding band went missing. They responded to wait until shipment was recieved as they were likely packed up. When we recieved our shipment no sign of the rings. In nearly 4 months they did nothing to investigate with the moving team. They then launched an investigation with the moving team and I had many calls with them. After their investigation the feedback was mixed that team at one pointdidnt even remember us stopping them to open boxes to look for the rings, to them then remembering very well that the rings were not there and they remembered a bag with jewelry (was costume jewelry). I questioned my moving rep and asked if they found it unusual that the movers didnt remember us, but then remembered that level of detail. I was told well we have no proof that the rings existed and they were willing to do nothing. This is why I am writing, as I feel taken advantage of, completely disrespected and want to let people know how unprofessional and poorly this company treats their customers. I have already replaced my wifes rings and was lucky to find the exact same models (14,000USD), and was hoping they would make some kind of acknowledgement. We felt completely violated to give trust to people with enering our home, who really did not care, nor show any compassion as I had tried to address this with them. This is why I am raising with you, thank you!

  Customer response

  10/31/2022

  Please find contract attached

  Business response

  11/09/2022

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

  To Whom It May Concern,

  Suddath Relocation Systems of Jacksonville, Inc., its parent, affiliates, and subsidiaries (collectively, “Suddath”) is in receipt of the Complaint.  Suddath greatly appreciates that **** took time to share his experience with the Better Business Bureau (“BBB”).   Suddath takes all feedback seriously and constantly evaluates how it can deliver a superior customer service experience.  Accordingly, and after looking into the Complaint, Suddath tenders this response to the Complaint.

  In the Complaint, **** alleges that Suddath provided and/or facilitated transportation, storage, and/or related services in connection with his international relocation from Barcelona, ***** to *******, USA (the “Services”).  **** raises two points in the Complaint.  The first asserts that, in advance of his relocation, **** received a quote from Suddath based on anticipated Services (the “Quote”).  **** states the Quote was USD 17,895 but the ultimate, actual charge was USD 25,601 (the “Charge”).

  Suddath can confirm that the Quote was based on typical routings and customs clearance. The Quote **** received explained that the Quote was only an estimate and that additional charges may be incurred. At the time of booking, no steamship lines were booking inland to ******* and, therefore, an alternative and more expensive route was required.  In addition, ****** goods were subject to two different customs exams on arrival in the U.S., as well as demurrage / port storage charges due to the exams.  ****’s shipment therefore incurred additional fees which were outside of Suddath’s control and were expressly excluded on the Quote.

  The second point **** raises is an allegation that ****** wife’s engagement ring and wedding band (the “Rings”) went missing during the Services. Suddath’s operational team had a meeting with **** on August 24, 2022, and subsequently investigated the allegation with the origin agent in ***** before a second meeting was held with **** on September 21, 2022.  During that September meeting, Suddath advised **** that without proof that the Rings were present at origin, Suddath would be unable to take the matter any further.  **** retains the burden of proof on the claim and to provide information and/or evidence that the Rings were present at the time the Services took place. In the absence of such information and/or evidence, Suddath cannot be held responsible.

  Moreover, **** already submitted a claim for the Rings through a third party insurance provider and related to the policy which **** placed in connection with his international relocation and the Services.  As per the terms of the insurance policy, jewelry is expressly excluded from coverage and, as such, the insurance carrier denied ****** claim for the Rings.  ****, who only claimed approximately USD 10,500 for the Rings from the insurance carrier but now seeks USD 14,000 for the Rings in the Complaint, did not (to Suddath’s knowledge) query the rejection of the claim with the insurance company.  Accordingly, **** should not be able to further pursue Suddath via the Complaint for an additional recovery outside of the insurance coverage he elected for his relocation Services.    

  Suddath seeks to provide superior customer service and hopes this response is helpful to the BBB and ****.  Should the BBB need additional information from Suddath, please contact Suddath’s Legal Department.

  Very truly yours,

  Suddath Legal Department

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

  Customer response

  11/16/2022

  Hello,

    Thank you for your support in this process.  I have just logged in to do my response and see the item was closed.  I would like to respond as I am in not in agreement with Suddaths response and would like to provide additional details:

   

   

  I appreciate Suddath taking the time to respond, but I take issue with many of the items they raise and would like to address:

   

  • Regarding their response to the “quote” vs “charge”:  While there were customs fees, this is not the only reason for a difference of approximately 8K USD.  If they would respond with a break down of overall costs, there is still a gross amount of difference between quote and charge.  They never spoke of possible ranges of this magnitude and cannot imagine any business thinking a gross difference as this is acceptable. 
  • Regarding the missing engagement ring and wedding band:
  • During the meeting on September 21^st the below is presented in a much different light than the real meeting.  Suddath states “without proof that the rings were present at origin, Suddath would be unable to take the matter further”.  I believe the comment after they interviewed the moving crew was more, to state we don’t even know if the rings ever existed (sic).  I would like more of how we can prove that they were present as this is the first time, they are precising it this way.  I would like to remind them of the following dates and items:
  • Day of the move, on XXXXX we noticed at lunch time my wife did not have her rings on and started asking them to open boxes.  The crew did not seem to be concerned and kept moving boxes to the truck
  • Day after the move INSERT DATE HER I had immediately informed Elizabeth my moving coordinator that the rings were missing, to which nothing seems to have been done internally.  On September 13^th (email attached) as well as September 21^st meeting I had requested to see what they had done internally after I had written my message on April 27^th.  I had only received my original documentation with no proof that Suddath showed any regard that the issue was raised and only when good came to ******* and ring was not present
  • Their investigation, which is also in the attached message, they cannot clarify if the movers remembered the scene or did not.  Very suspicious in their interviews that the movers did not remember the couple that asked to open boxes and look for missing ring, to then in the same interview citing a costume jewelry box.
  • Regarding the insurance, jewelry is not covered, but that would be if I was shipping it, where was the option to protect myself from theft or insurance on the company not following good due diligence when a customer raises a complaint?  Rather not sitting on it until 4 months later when he becomes more irate and clear that his property was stolen and more impossible to really interview the moving crew. 
  • Regarding the difference in the prices of 10,500 and 14,000.  This is due to timing and best estimates.  Attached you will find from the site I purchased my wife’s rings.  For the first pair they were at 10,500 EUR and the replacement I had purchased for my wife is also listed.  You will note it is the same rings ordered twice as my wife wanted exactly the same ring style and dimensions as I had proposed to her. 
  • There was a comment about not querying the rejection of the claim, because I knew it would be rejected.  In all the Suddath meetings they said it would be rejected, so I don’t understand why now they are anticipating that I would query the rejection?  Additionally, they had told me to file with my homeowner’s insurance as they wanted nothing to do with this or assumed any accountability in the situation.

   

   

  Thank you & Best Regards,

  ****

  Business response

  11/21/2022

  November 21, 2022
  
  
  Re:       ****ard **** (“****”)
              BBB Complaint: ******** (the “Complaint”)
  
  To Whom It May Concern,
  
  Suddath Relocation Systems of Jacksonville, Inc., its parent, affiliates, and subsidiaries (collectively, “Suddath”) is in receipt of the Complaint.  As previously expressed, Suddath greatly appreciates that **** took time to share ****** experience with the Better Business Bureau (“BBB”).   Suddath takes all feedback seriously and constantly evaluates how it can deliver a superior customer service experience.  Accordingly, and after revisiting the Complaint, as well as ****** reply to Suddath’s response to the Complaint (the “Reply”), Suddath tenders this additional correspondence relating to the Complaint.

  
  In the Complaint, **** alleged that Suddath provided and/or facilitated transportation, storage, and/or related services in connection with his international relocation from Barcelona, ***** to *******, USA (the “Services”).  **** raised two points in the Complaint.  The first asserted that, in advance of his relocation, **** received a quote from Suddath based on anticipated Services (the “Quote”).  **** states the Quote was USD 17,895 but the ultimate, actual charge was USD 25,601 (the “Charge”).
  
  In Suddath’s initial and timely response to the Complaint on November 9, 2022, Suddath advised that the Quote was based on typical routings and customs clearance.  The Quote **** received explained that the Quote was only an estimate and that additional charges may be incurred.  At the time of booking, no steamship lines were booking inland to ******* and, therefore, an alternative and more expensive route was required.  In addition, ****** goods were subjected to two different customs exams on arrival in the U.S., as well as demurrage / port storage charges due to the exams.  ****** shipment therefore incurred additional fees which were outside of Suddath’s control and were expressly excluded on the Quote.  As per ****** request in the Reply, herein follows a breakdown of costs with an explanation of each:
  
  Door to Door = $17,510 (Quoted)
  
  Insurance = $1,925.03 (Quoted)
  
  Crating = $510.40 (Quoted)
  
  Drayage from ** to ** = $1,960 (Unavoidable as at time of booking the container, no steamship line was offering inland service (as quoted). The well-documented global supply chain crisis contributed to this charge)
  
  Origin Warehouse Handling = $375 (Unavoidable as waiting for container availability due to well-documented global supply chain crisis, which directly limited availability of ocean-bound shipping containers)
  
  Destination Warehouse Handling = $415 (Unavoidable as the trailer from ** to ** had to be unloaded)
  
  Container Storage in ** = $120 (Unavoidable due to trucking availability, which was/is limited by well-documented, industry-wide shortage of available, qualified drivers)
  
  Extra Delivery = $175 (****** choice to have items dropped at a second location)

  
  Customs Exam = $1,615.93 (Unavoidable since exams are randomly chosen by US Customs and Border Patrol)
  
  Demurrage = $1,025 (Unavoidable due to customs exam)

  
  The second point **** revisits in the Reply is his allegation that ****** wife’s engagement ring and wedding band (the “Rings”) went missing during the Services.  **** raises points in the Reply that he would like addressed.  Suddath herein responds:
  
  Suddath has not determined, and is unable to prove (and does not have the burden to prove), the Rings were present, in the same way **** is unable to prove the Rings were present.
  The crew’s comments regarding not knowing if the Rings ever existed is simply a different way of saying there is no proof the Rings were present.
  There is no proof of theft, which is why Suddath is not taking accountability. This is also why Suddath advised **** to take the matter up with his home insurance provider.
  **** filed a claim through a third-party insurance provider and related to the policy which **** placed in connection with his international relocation and the Services. **** should not be able to further pursue Suddath via the Complaint for an additional recovery outside of the insurance coverage he elected for his Services.
  
  In summary, and as per Suddath’s initial and timely response to the Complaint, the additional charges, which are detailed herein as requested by ****, were all excluded from the Quote, outside of Suddath’s control and not possible to predict.  As for the Rings, **** retains the burden of proof on the claim and to provide information and/or evidence that the Rings were present at the time the Services took place. In the absence of such information and/or evidence, Suddath cannot be held responsible.
  
  Suddath hopes this correspondence is helpful to the BBB and ****.  Should the BBB need additional information from Suddath, please contact Suddath’s Legal Department.
  
  Very truly yours,
  
  
  Suddath Legal Department
  *****************

  Customer response

  11/23/2022

  [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:

  I appreciate Suddath taking the time to respond and going into the details, however I would like to follow up and further focus on 2 items:

  I would like to understand better what they would require as the "burden of proof", would this be in the form of an affadavit?  As I am not a lawyer nor staffed with a legal team, I would like to know what would satisfy this.  Having raised this immediately during the move process & having submitting the documentation I have replaced my wives rings with exactly the same. 

  Additionally in the last response and throughout meetings in this process one item, which has been ignored time and time again .  I have asked for documentation regarding what had transpired within their own teams after I had reported the rings missing back at the time of the move.  Initially i was supplied with the message that I sent, but nothing of a follow up of what was done internally.  Question only occured months after the move and to my pressing. I am not a lawyer, but i do feel that if nothing was done after I had raised this, that this is negligent. In hiring Suddath as my relocation company, I had approached this as a company that would act as advisor and expertised in the area.  As with any area, you are paying for expertise and experience and why I would like to know what occured internally after I raised this in April, as I would expect an trusted relocation partner to already have the experience and vision to proactively address matters as such.

  Best Regards,

  ******* ****

   

   

   

  Regards,

  ******* ****

  Business response

  11/30/2022

  November 30, 2022
  
  
  Re:       ****ard **** (“****”)
              BBB Complaint: ******** (the “Complaint”)
  
  To Whom It May Concern,
  
  As previously expressed, Suddath Relocation Systems of Jacksonville, Inc., its parent, affiliates, and subsidiaries (collectively, “Suddath”) greatly appreciates that **** took time to share ****** experience with the Better Business Bureau (“BBB”).   Suddath takes all feedback seriously and constantly evaluates how it can deliver a superior customer service experience.  Accordingly, and after revisiting the Complaint, ****** second submission to the BBB (“Second Submission”), as well as ****** third submission to the BBB (“Third Submission”), which submission was made after the BBB already administratively closed the Complaint file, Suddath tenders this additional correspondence relating to the Complaint.
  
  In Suddath’s initial and timely response to the Complaint on November 9, 2022, and in Suddath’s subsequent, timely response to the Second Submission on November 21, 2022, Suddath substantively addressed the issues that **** continues to press and rehash in the Third Submission.  As **** has not raised any new complaints or allegations in the Third Submission, Suddath stands by and reincorporates its previous submissions to the BBB in response to the Complaint.

  
  Suddath hopes this correspondence is helpful to the BBB and ****.  Should the BBB need additional information from Suddath, please contact Suddath’s Legal Department.
  
  Very truly yours,
  
  
  Suddath Legal Department
  *****************

• Initial Complaint

  07/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Suddath Relocation Systems of Jacksonville, FL (I'll refer to them as 'Suddath') was contracted by the ****** ********** ****** ***** at ******** **** *** ***** ***** ** to pack, store, ship, and deliver my property from ****** ** to ********* *** **** *********** Group Code: ****************** Contract was awarded to Suddath on 2022-04-04. My assigned points of contact at Suddath are ******* **** and ***** ******. I have not had any contact with these individuals apart from automated email from their accounts. I have been told by others at Suddath that these two are out of office, don't exist, haven't been in the office since May, or are former employees. Packing was accomplished on 2022-06-03 by a subcontractor, though Suddath was/still is tracking the date as 2022-06-07. The agreed 'Required Delivery Date' (RDD) assigned by Suddath and *** was 2022 -06-29. On 2022-06-29, I was informed my property had arrived at a storage location but was awaiting an available delivery date and that it would be after the RDD. An inconvenience claim (IC) was filed, however the max it will pay is 'meals and incidentals expenses' (M&IE) for the local area, as defined by the Defense Finance Accounting Service, for 7 days, not the entire 2+ months I've been without my property, or the 1+ month the delivery has been late. Their tracking website also has my delivery address as ****** ** (no street address) despite my repeated phone calls to change it to my current address in ********. The first available date was 2022-07-28 (1 month after RDD). The delivery agent was to show between 1000-1200 that day. The delivery agent has not arrived (today is 2022-07-28), nor have they or Suddath called me today (as of 1215p) to explain the further delay or to reschedule.

  Business response

  08/02/2022

  August 2, 2022

  
  *** ** ********* ******* * ********* ******** **** ***** ****** ***** *** ************* ** *****
  
  Re:         Mr. ****** ****** (“******”)
                BBB Complaint: ******** (the “Complaint”)
  
  To Whom It May Concern,
  
  Suddath Relocation Systems of Jacksonville, Inc., its parent, affiliates, and subsidiaries (collectively, “Suddath”) is in receipt of ******’s Complaint.  Suddath greatly appreciates that ****** took time to share his experience with the Better Business Bureau (“BBB”).   Suddath takes all feedback seriously and constantly evaluates how it can deliver a superior customer service experience.  Accordingly, and after looking into the Complaint, Suddath tenders this response to the Complaint.

  
  In the Complaint, ****** asserts that the U.S. Military and/or government engaged Suddath to provide transportation, storage, move management, and/or related services in connection with his relocation from ***** to *******.  ****** asserts that his shipment of household goods was packed on June 3, 2022, but has not yet been delivered to him in residence in *******.  ****** expresses frustration with certain aspects of the relocation process and, ultimately, requests delivery of his shipment of household goods, as well as meals and incidentals expenses paid for each day since his household goods were packed.
  
  Due to increased volume demands presented by the relocation industry’s peak season and capacity limitations resulting from an industry-wide shortage of available, qualified drivers, and despite Suddath’s best efforts, delays can occur.  However, delivery of ******’s shipment of household goods in residence has now taken place as of July 29, 2022.
  
  Suddath’s customer care team has opened an inconvenience claim on ******’s behalf and will process ******’s receipt free per diem payment pursuant to the military/government rules applicable to ******’s shipment.  Suddath’s customer care team will provide ****** with guidance should he wish to pursue expenses beyond this baseline amount.

  Suddath seeks to provide superior customer service and hopes this response is helpful to the BBB and ******.  Should the BBB need additional information from Suddath, please contact Suddath’s Legal Department.

  Very truly yours,
  
  Suddath Legal Department
  *****************

  Customer response

  08/02/2022

  [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

  07/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Suddath moving company from ************ ******* was awarded our military move from ******** ** to *********** **. They subcontracted both a pick up and delivery subcontractor. Upon delivery, we noted more than three thousand dollars of missing or broken items. The movers also caused 6 small holes in our walls and 1 small hole in our ceiling. Per the military contract, they had 10 days to provide us a repairs estimate. That deadline passed on 27 June. Suddath has since kicked our emails around to various members on their staff or ignored us. We have yet to get the issue resolved. The military liaison has reached out repeatedly on our behalf which has also yielded no solutions. I can provide more details, emails, photos etc. if required. The contract is between the military and the company which leaves us with limited ability to take legal action. We are in the process of filing the claims for the damaged/missing items.

  Business response

  07/26/2022

  July 26, 2022

  
  *** ** ********* ******* * ********* ********
  **** ***** ****** ***** ***
  ************* ** *****
  
  Re:         Ms. ******* ******* (“*******”)
                BBB Complaint: ******** (the “Complaint”)
  
  To Whom It May Concern,
  
  Suddath Relocation Systems of Jacksonville, Inc., its parent, affiliates, and subsidiaries (collectively, “Suddath”) is in receipt of *******’ Complaint.  Suddath greatly appreciates that ******* took time to share her experience with the Better Business Bureau (“BBB”).   Suddath takes all feedback seriously and constantly evaluates how it can deliver a superior customer service experience.  Accordingly, and after looking into the Complaint, Suddath tenders this response to the Complaint.

  
  In the Complaint, ******* asserts that the U.S. Military engaged Suddath to provide transportation, storage, move management, and/or related services in connection with her relocation from ********** to ********.  ******* acknowledges that Suddath delivered her shipment, but asserts that (i) certain of her household goods were lost or broken during the relocation process (the “Cargo Claim”) and (ii) her home sustained limited property damage during the delivery of her shipment (the “Property Damage Claim”).

  
  As to the Cargo Claim, ******* submitted claim-related documentation to Suddath on or about July 21, 2022.  Suddath has acknowledged receipt of the Cargo Claim and is working through the claim adjustment process, pursuant to the military rules and regulations applicable to *******’ shipment of household goods.  Regarding the Property Damage Claim, Suddath’s customer care team has recently spoken with *******’ partner/representative and has arranged for a licensed and insured third-party repair company to visit her residence and repair the claimed property damage. 

  
  Suddath seeks to provide superior customer service and hopes this response is helpful to the BBB and *******.  Should the BBB need additional information from Suddath, please contact Suddath’s Legal Department.

  
  Very truly yours,
  
  Suddath Legal Department
  *****************

  
  

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Suddath is coordinating/facilitating our cross country PCS associated with a military move. Deliveries have been scheduled 3 different times now. The driver of the truck containing all of our household goods is unreachable and we have received minimal communication from Suddath management regarding the location or updated shipment information of our personal belongings. While the lack of communication is appalling, the fact that no one knows the location of my families beds, clothing, toys, furniture, kitchen items, etc. is concerning… I want communication and action immediately.

  Business response

  07/06/2022

  July 6, 2022

  
  BBB of Northeast Florida & Southeast Atlantic
  **** ***** ****** ***** ***
  ************* ** *****

  
  
  Re:         ****** ********** **************
                 BBB Complaint: ******** (the “Complaint”)
  
  

  To Whom It May Concern,
  
  Suddath Van Lines, Inc., its parent, affiliates, and subsidiaries, including Suddath Relocation Systems of Jacksonville, Inc., (collectively, “Suddath”) is in receipt of the Complaint.  Suddath greatly appreciates that ********** took time to share **********’s experience with the Better Business Bureau (“BBB”).   Suddath takes all feedback seriously and constantly evaluates how it can deliver a superior customer service experience.  Accordingly, and after looking into the Complaint, Suddath tenders this response to the Complaint.

  
  In the Complaint, which ********** filed on July 5, 2022, ********** alleges that the U.S. military and/or government engaged Suddath to provide transportation, storage, move management, and/or related services in connection with **********’s interstate, cross-country relocation.  ********** asserts that **********’s shipment of household goods has not yet been delivered to residence and expresses frustration with certain aspects of the relocation process.  Ultimately, ********** requests a status update from Suddath as to the delivery date of **********’s shipment of household goods.
  
  Upon investigating this matter, and consistent with advance communications between Suddath and **********, Suddath can confirm that **********’s shipment of household goods was delivered to ********** at residence on July 5, 2022, i.e., two weeks ahead of the U.S. military and/or government’s required delivery date of July 19, 2022.
  
  Suddath seeks to provide superior customer service and hopes this response is helpful to the BBB and **********.  Should the BBB need additional information from Suddath, please contact Suddath’s Legal Department.

  
  Very truly yours,
  
  
  Suddath Legal Department
  *****************

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Suddath was awarded the contract for my military permanent change of station (PCS) move from **** ****** ** to **** ****** **. My house hold good was packed on 10JUN22 and its been almost 3 weeks and a driver still has not been identified to deliver my things. Suddath has not been helpful in resolving this issue and are unable to proved any expectation as to why or when my house hold goods will be delivered.

  Business response

  07/07/2022

  July 7, ***2

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

  
  
  Re:         Mr. ***** **********
                BBB Complaint: ******** (the “Complaint”)
  
  

  To Whom It May Concern,
  
  Suddath Van Lines, Inc., its parent, affiliates, and subsidiaries, including Suddath Relocation Systems of ************, Inc., (collectively, “Suddath”) is in receipt of the Complaint.  Suddath greatly appreciates that Mr. ********** (“**********”) took time to share his experience with the Better Business Bureau (“BBB”).   Suddath takes all feedback seriously and constantly evaluates how it can deliver a superior customer service experience.  Accordingly, and after looking into the Complaint, Suddath tenders this response to the Complaint.

  
  In the Complaint, ********** alleges that the U.S. military and/or government engaged Suddath to provide transportation, storage, move management, and/or related services in connection with his relocation from ********** to ******.  ********** asserts that his shipment of household goods was packed on June 10, ***2, but has not yet been delivered to him at residence in ******.  ********** expresses frustration with certain aspects of the relocation process and, ultimately, requests an update from Suddath as to the status of his shipment of household goods.
  
  Due to increased volume demands presented by the relocation industry’s peak season and capacity limitations resulting from an industry-wide shortage of available, qualified drivers, and despite Suddath’s best efforts, **********’s shipment of household goods has not yet been delivered to him in ******.  However, Suddath can confirm that **********’s shipment has been picked up from the origin agent in ********** and is now underway to ******, with an estimated delivery date of July 8, ***2.
  
  Suddath’s customer service representatives have been in contact with ********** regarding his relocation process, to include contacting ********** on July 6, ***2, to advise of the estimated delivery date of his shipment.  In addition to keeping ********** apprised as to the status of his shipment of household goods, Suddath’s customer service team has presented ********** with the information necessary to pursue an inconvenience claim pursuant to the military/government rules applicable to **********’s shipment.    
  
  Suddath seeks to provide superior customer service and hopes this response is helpful to the BBB and **********.  Should the BBB need additional information from Suddath, please contact Suddath’s Legal Department.

  
  Very truly yours,
  
  
  Suddath Legal Department
  *****************

  Customer response

  07/11/2022

  My pcs move was picked up by Suddath Moving, they should not be allowed to move any military family. This was the worst PCS move I have ever had. My stuff was packed up on 10Jun in ***** ** and put into storage because Suddath could not find a driver. My RDD date was 30Jun and I did not receive my HHG's until 8Jul. My HHG was delivered by a "no touch" driver on a standard semi truck trailer with no ramps or lift equipment. The Company that was hired by Suddath to unload my stuff only had on person (60 year old man) to unload my HHG, over 400 items and boxes that weighed 13,000 lbs. My entire family (wife and 4 kids) ended up helping him since no one else showed up. We started at 5pm on 8Jul and we did not finish until 2am 9Jul. Then next day there was supposed to be two unpackers and only the same man from the day before showed up, he stayed a few hours to help unpack and move furniture around but over half the work was completed by me and my family. During this process Suddath has not been helpful at all; no expectation on when a driver could deliver my stuff, no contact from anyone that my stuff would be delivered on a specific date or time after a driver was identified, inadequate moving equipment and personel to move 13,000 lbs of HHG's, missed RDD date, damaged an excessive amount of belongings. Suddath should not be allowed to accept military PCS moves, they are terrible.

  [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:

  Regards,

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

  Business response

  07/21/2022

  July 22, ***2

  
  *** ** ********* ******* * ********* ********
  **** ***** ****., Suite ***
  ************, ** *****

  
  
  Re:         Mr. ***** **********
                BBB Complaint: ******** (the “Complaint”)
  

  
  To Whom It May Concern,
  
  Suddath Van Lines, Inc., its parent, affiliates, and subsidiaries, including Suddath Relocation Systems of ************, Inc., (collectively, “Suddath”) is in receipt of the Complaint.  As previously expressed, Suddath greatly appreciates that Mr. ********** (“**********”) took time to share his experience with the Better Business Bureau (“BBB”).   Suddath takes all feedback seriously and constantly evaluates how it can deliver a superior customer service experience.  Accordingly, and after revisiting the Complaint, as well as **********’s reply to Suddath’s response to the Complaint (the “Reply”), Suddath tenders this additional correspondence relating to the Complaint.

  
  In the Complaint dated June 28, ***2, ********** alleged that the U.S. military and/or government engaged Suddath to provide transportation, storage, move management, and/or related services in connection with his relocation from ********** to ******.  ********** asserted that his shipment of household goods was packed on June 10, ***2, but had not yet been delivered to him at residence in ******.  ********** expressed frustration with certain aspects of the relocation process and, ultimately, requested an update from Suddath as to the status of his shipment of household goods.
  
  In Suddath’s initial and timely response to the Complaint on July 7, ***2 (the “Response”), Suddath provided ********** with the requested status update and addressed the delayed delivery of the shipment.  Suddath further advised that it had recently been in direct communication with ********** regarding **********’s shipment.  Suddath also noted that it had presented ********** with the information necessary for ********** to pursue an inconvenience claim pursuant to the military/government rules applicable to his shipment.
  
  Suddath acknowledges **********’s Reply to Suddath’s Response and understands that ********** remains frustrated with certain aspects of his relocation experience.  To this end, Suddath will certainly take **********’s critical feedback into consideration as part of Suddath’s continuing efforts to evolve and enhance the customer service experience.  While **********’s Reply does not (i) deny that Suddath delivered **********’s shipment, (ii) clearly articulate a basis for rejecting Suddath’s Response, or (iii) contain a request for relief, Suddath nonetheless takes this opportunity to observe that ********** is free, pursuant to the military/government rules applicable to his shipment, to file a claim in the event of loss or damage to the household goods contained in his shipment.
  
  Suddath hopes this correspondence is helpful to the BBB and **********.  Should the BBB need additional information from Suddath, please contact Suddath’s Legal Department.
  

  Very truly yours,
  
  
  Suddath Legal Department
  *****************

*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. ↩