Moving Brokers
Relocation Express LLCThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 24 total complaints in the last 3 years.
- 19 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/02/2025
Type:Product IssuesStatus: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.
I hired a logistics broker to coordinate my long-distance move. I was provided with a binding estimate that clearly stated the total cost would not change unless my inventory or services changed which they did not. I was charged $2,000 on 5/9/25 and $1,623.79 on 5/29/25 based on that estimate. However, on the day of the move, the movers tried to charge nearly double the price without any justification. When I contacted the broker and the company for assistance, they became unresponsive and refused to help. Additionally, they later deleted the original contract and agreement terms from my online account. Per their own stated policy, I was entitled to a risk-free deposit refund if I chose not to proceed, which I did due to the drastic and unauthorized change in price. I am requesting a full refund of both charges.Initial Complaint
Date:04/28/2025
Type:Service or Repair IssuesStatus: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.
I purchased movers from this company on January first and got a bind estimate for the amount. On the estimate it states that if the move falls through before 7 days of the move I can get my deposit back. I cancelled the move and have tried to contact the company to no answer. I called their customer service line and they tell me the company was sold. I want my deposit of ******* back.Initial Complaint
Date:03/13/2025
Type:Service or Repair IssuesStatus: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.
Needing to move from *****, ***** to ********** *******. I requested a truck for two bedroom. The guy worked out a price for $1800 and he wanted $760 upfront as a deposit. The guy called to confirm pick up this coming up Friday and said my contract did not cover all the stuff that I needed to take to ******* and it would cost me 500 more dollars. So the guy I was talking to on the phone telling me one thing and written down in a contract something totally different over the phone while I was talking with him and agreed to what we were saying verbally I paid him the 760 deposit now theyre saying I cant get the $760 deposit back. I have missed my window of opportunity. I am 100% sure I got shafted by this company. Is there anything yall can do to help , stop them from doing it to somebody else.Business Response
Date: 03/16/2025
CANCELLATION POLICY: I have read and agree to the terms and conditions as set forth below. As the customer, I agree to pay the total charges for the moving coordinator services to be provided by Relocation Express LLC. I understand that my deposit/fee represents only a portion of my total estimated service charges. Due to scheduling and routing reasons, my deposit/fee is not refundable. I understand that if I cancel my move, I am only entitled to receive a credit of my deposit for future interstate moving services to be used by the cardholder within a 12 month period from the date of cancelation. I understand that if I refuse pickup by the carrier I am forfeiting my deposit.
Document Emailed On: Wednesday, 03/05/2025 05:38:32 PM (ET)
Document Signature Name: ***** ******
Document Signature Email: *******************************
Document Signature Date: Wednesday, 03/05/2025 05:46:55 PM (ET)
Document Signature IP Address: ***************
Internet Browser: Safari
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Binding Moving Estimate Job No: E5385734
Relocation Express
************************
Pompano FL 33073
US DOT: 4116149 MC: 1573270
Customer
Rep: Admin
Phone: **************
Email: **********************************************************************
Web: ****************************************
Moving From Moving To
***** Malone
*****************************************************;
House / Ground
****, *******;77449
Phone: ***********
******************************* ***** ******
********************;
House / Ground
**********, *******;32533
Relocation Details
Job No: E5385734
Estimate Date: 03/05/2025
Representative: Admin
Visual Type: Waived
The shipper has elected to waive the physical and virtual survey and signed the waiver agreement before the shipment is loaded in accordance with 49 CFR ******* (a).
Move Type: Residential Long Distance, 544 miles
Estimated Volume: 300 cf. (2100 lbs)
Estimated Rate: $3.50 per cf
Move Day: Friday/Saturday
Move Date: 03/14/2025-03/15/2025
Created On: 03/05/2025 Relocation Estimate
Total Tariff $2604.00
Tariff Discount: *****% -$1554.00
Basic Estimate Price $1050.00
Fuel Surcharge: 10.00 % $105.00
Binding Estimate Fee $1200.00
First Time Customer - $555.00
Basic Valuation Protection:
$0.60 per lbs. per article
$0.00
Total Moving Estimate $1800.00
Customer Payment $760.00
Confirm your move via:
Online Electronic Signature
Full Value Protection Amount of Liability: $12,600.00 (Optional)
Deductible Levels: $0 $250 $500 $750 $1000 $1500
Valuation Charge: $0.00 $0.00 $0.00 $0.00 $0.00 $0.00
Total Estimate Plus
Valuation Charge: $1800.00 $1800.00 $1800.00 $1800.00 $1800.00 $1800.00
Customer's Initials: x_________ x_________ x_________ x_________ x_________ x_________
WARNING: If a moving company loses or damages your goods, there are 2 different standards for the company`s liability based on the types of rates you pay. BY FEDERAL LAW, THIS FORM MUST CONTAIN A FILLED-IN ESTIMATE OF THE COST OF A MOVE FOR WHICH THE MOVING COMPANY IS LIABLE FOR THE FULL (REPLACEMENT) VALUE OF YOUR GOODS in the event of loss of, or damage to, the goods. This form may also contain an estimate of the cost of a move in which the moving company is liable for FAR LESS than the replacement value of your goods, typically at a lower cost to you. You will select the liability level later, on the bill of lading (contract) for your move. Before selecting a liability level, please read Your Rights and Responsibilities When You Move, and Ready to Move Brochure provided by the moving company, and seek further information at the government website ***********************
Articles List 10 Items, 22 Pieces
Qty Items
1 BENCH, SMALL
2 BOAT SEAT
6 BOX, MED. PBO 18X18X18
1 GENERATOR 4X2X2 Qty Items
5 PLASTIC BIN, SM.
1 SOFA, 1 CHAIR
1 SOFA, 3 SEAT/BED Qty Items
2 T.V. FLAT SCREEN- 33-60
2 TABLE, END
1 TOOL BOX, **. (UP TO 300 LBS)
Understanding Your Estimate
Thank you for choosing Relocation Express. We are happy to provide you, the Customer, this estimate based on the list of items and services you requested at the time this estimate was prepared. This BINDING estimate is based upon the specific items to be moved and services ordered as listed on the estimate. Your estimated price will not change unless you order additional services, add additional items to be moved, or additional weight or cubic feet to be moved which are not listed on the estimate. This document is an estimate only and not a contract; it is only binding for the specific services and items listed here within; any deviation of the services listed and ordered will result in a new estimate being issued. In such cases, a revised written visual estimate must be executed prior to any services being performed.
This estimate includes the following services to be performed by the carrier:
Professional Door to Door service.
Expert advice and guidance throughout the course of your move.
Disassembly of all standard furniture required for safe transportation.
Reassembly for all items disassembled by the movers on the day of pick-up.
Wrapping of all furniture with quilted moving blankets.
Itemized inventory indicating condition at origin.
Loading & unloading of all goods.
All transportation, taxes, tolls, mileage, and fuel surcharges.
Standard cargo protection up to $10,000 based on 0.60 cents per lb per article; if selected at the time the estimate is prepared, estimated cost of the full value protection option at varying deductible levels (these are only estimates and the actual cost is determined by your selection on the carriers bill of lading according to carriers tariff).
No elevator charges.
No charge for packing tape and moving pads.
No date change penalties if your request is made more than 7 business days before your originally scheduled pick-up date. (Summer ***** are subject to change)
Note: Elaborate furniture items that need to be disassembled and/or reassembled may require a 3rd party professional servicing or additional labor and should be disclosed to your estimator in advance of the move to be included on the estimate. Disconnecting and reconnecting of appliances is not included in the estimate. Reassembly of any item is subject to the availability of tools and/or parts being available at delivery. Packing, materials, and unpacking services, are available at an additional charge and are only included in this estimate if the service is listed on the services section of the estimate.
Optional ******************** and Additional fees (if applicable to the move): It is customary for the carrier to offer additional service options to the customer. Optional services include, but are not limited to, storage, packing, materials, unpacking, appliance servicing, shuttle, long carry, rigging hoisting and lowering, wooden crating, exclusive use of vehicle, guaranteed delivery, etc. If customer orders an additional service or an additional service is required to complete the move then the charge for the service will be added to the final bill. Optional **************** contract services not included in your estimate include:
Additional fee if more than 1 flight. Please note: First flight of stairs (up to 10 steps) is included.
Long carry: first 75 feet are included, each additional 75 feet will be charged at a minimum rate of $75.00 per 75 feet.
Shuttle service: if semi-trailer cannot get reasonably close to building or house for loading/unloading, a shuttle truck may be required to perform relocation at a minimum charge of $300.
Packing of fragile/delicate items (such as TVs, glass, etc.); packing and crating services not already listed within proposal; loading of bulky items (such as a motorcycle).
Packing supplies such as boxes, bubble wrap, etc.
Storage: any additional month will be charged at $0.50 - $1.50 per cubic foot ($130 minimum).
For full packing service: All labor and materials to professionally pack all boxes, fragile items, and furniture listed. If additional items are added at time of pick up, then the total price for full service packing will be increased and adjusted by the guaranteed rate provided. A new agreement will be presented at time of pick up.
VERY IMPORTANT - IF YOU ADD ***** AT PICK-UP OR IF THE ***** ARE A DIFFERENT VOLUME AND/OR WEIGHT FROM WHAT IS ESTIMATED ON THIS AGREEMENT:
The mover must provide you with a revised estimate.
Contact our office at **************
DO NOT allow the mover to load the truck or perform any services BEFORE you CALL US. You must agree in writing to the new estimate. We will assist you with this.
If you have not signed the mover's revised estimate, and the mover loads the truck, then federal regulation requires that the mover has reaffirmed the original estimate and cannot demand additional payment at delivery for the additional items.
This is why we ask you to notify us of modifications at least 3 business days before the scheduled pick-up date, to avoid surprises at pick-up! On the day of pick-up, your ******* may offer you a new revised estimate listing all costs for the entire move including the additional services ordered or additional items to be moved, if any. The total price will be the same as the price listed on this estimate if your inventorys estimated weight/volume has not changed and if you do not require additional services. If your inventorys estimated weight/volume increases or if you require additional services, however, then your price may change based on the rate per pound and/or cubic feet stated in this estimate.
TERMS OF PAYMENTS: Upon booking a 15% deposit (plus binding estimate fee) is required to be paid in the form of cashiers check, or personal check. At the time of pickup 50% of the balance is due in the form of cashiers check, cash, postal money order. At delivery the balance is due prior to unloading in the form of *********** Money Order or Cash only. The carrier reserves the right to collect up to 70% of balance due prior to the goods leaving the origin state. Subject to federal law, payment in FULL of all charges is required before delivery and prior to unloading Subject to the 110% law, if applicable. All charges are based on carriers full tariff rates. If payment is not made then the carrier may place the goods in storage until payment is made; in such case the customer will be responsible for all storage and redelivery fees.
By signing this Binding Estimate for Services, customer is acknowledging and agreeing to the following:
Please note that Relocation Express is a properly licensed interstate Broker. Relocation Express LLC is not a motor carrier and will not transport an individual shippers household goods, but will coordinate and arrange for the transportation of household goods by another ***** authorized motor carrier, whose charges will be determined by it's published tariff. All estimated charges and final actual charges will be based upon the motor carriers tariff which is available for inspection from the carrier upon reasonable request. In acting as an interstate broker, Relocation Express is not responsible for any acts or omissions of the motor carrier or its employees or agents. Customer agrees to exclusively pursue the motor carrier directly for all claims for property damage, including without limitation, any claims of damage to property, lost or stolen goods, delayed pickup or delivery, actions of estimators, drivers, packers, or movers, or other types of claims.
PACKING YOUR GOODS: Packing services, materials, and unpacking services, are available at an additional charge and are only included in this estimate if the services are specifically listed on the services section of the estimate.
ABBREVIATIONS and DEFINITIONS: Motor Carrier or Mover is the actual moving company performing packing, loading, storage, transportation, and offloading services. Customer or Shipper is the customer who contracted with the mover to perform interstate domestic moving services. Broker or shippers agent is the customers coordinator for the move who issues the estimate and brings the customer and the mover together. The broker is not a party to the contract for moving services (bill of lading) between the mover and the customer. Articles listed as follows: Articles listed as CP = Carrier Packed; PBO = Packed By Owner; PO = fragile item to be wrapped with Pads Only per customer.
MINIMUM SHIPMENT: Customer understands that ********************** has a ****** minimum on all shipments. Any shipment below 2000lbs will be charged at the 2000 lbs rate.
CANCELLATION OF SERVICES: AS THE CUSTOMER, I AGREE TO PAY THE TOTAL CHARGES FOR MOVING COORDINATOR SERVICES TO BE PROVIDED BY Relocation Express. I UNDERSTAND THAT MY DEPOSIT/FEE REPRESENTS ONLY A PORTION OF MY TOTAL ESTIMATED SERVICE CHARGES. DUE TO SCHEDULING AND ROUTING REASONS MY DEPOSIT/FEE IS NOT REFUNDABLE. I UNDERSTAND THAT IF I CANCEL MY MOVE, I AM ONLY ENTITLED TO RECEIVE A CREDIT OF MY DEPOSIT FOR FUTURE INTERSTATE MOVING SERVICES TO BE USED BY THE ACCOUNT HOLDER WITHIN A 12 MONTH PERIOD FROM THE DATE OF CANCELLATION. I MAY CHANGE MY PICK UP DATE, OR PLACE THE MOVE ON HOLD AT LEAST 7 BUSINESS DAYS (SATURDAYS, SUNDAYS AND HOLIDAYS NOT INCLUDED) PRIOR TO THE PACK OR LOAD DATE (WHICHEVER APPLIES) LISTED ABOVE. IF PICKUP IS REFUSED BY CUSTOMER FOR ANY REASON, THE DEPOSIT IS FORFEITED. ALL DEPOSITS WILL SHOW ON YOUR BILLING CYCLE AS Relocation Express LLC.
CERTIFICATE OF INSURANCE: Some buildings require a certificate of insurance from the mover. Please check with your building management at both current and new locations regarding their requirements. Please notify your Relocation Specialist and we will be glad to assist you. Note: A fee may apply depending on building requirements.
PARKING RESTRICTIONS: Customers must confirm parking restrictions with the building/s management or local police department at both current and new locations in order for the carrier to avoid parking violations. If the truck physically or for reasons of parking restrictions cannot park close enough, Long Carrying or ********************* charges will apply and added to the original agreement.
FURNITURE TRANSPORTATION: The motor carrier requires that all drawers must be emptied prior to the day of move. Furniture with full drawers will not be transported due to high risk of damage to the actual furniture, premises walls and floors.
UTILITIES / APPLIANCES: Make sure that your utilities and appliances will be turned off and disassembled from electric, gas and water connections prior to the day of your move. We do not disassemble or reassemble any utilities or appliances at both current and new locations on the day of your move-out or move-in.
VALUATION: The carrier provides two valuation options: Limited liability and full replacement value (FVP). Both plans cover furniture and boxes packed/unpacked by carrier. We suggest you purchase third party insurance to protect your property. Please read carefully before making your selection. Subject to the minimum valuation of $0.60 per pound per article and in compliance with and subject to the provisions of 49 CFR Section 375.701(a), Carrier cannot control whether proper packing methods are used by shipper, therefore on boxes packed by the owner as well as pressed wood (particle board) furniture, fragile or brittle items such as glass, china, ornaments, etc.; liability is limited to $0.60 per pound per article. Carrier, or its representative, has the right to inspect and repair any alleged damage. Consumer shipper waives all claims against Carrier and Relocation Express. for any damage to the interior or exterior of any residence including, but not limited to walls, floors, ceilings, stairs, banisters, carpets, plumbing, doorways, driveways, walkways, landscaping, etc. In addition, customer agrees and is not permitted to move and we will not accept, transport, or store and have no liability whatsoever for firearms, jewelry, cash, bank notes, any financial instruments, hazardous materials, pets, liquids or perishable items.
ESTIMATED PICK UP AND DELIVERY SCHEDULE: All pickup, load and/or delivery dates are only estimates and are not guaranteed. Relocation Express will not be responsible for loss or damages incurred by unavoidable delay Relocation Express will act on the behalf of the customer in resolving any claims or delay issues with the carrier. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates. IF PICKUP IS REFUSED BY THE CUSTOMER FOR ANY REASON, DEPOSIT IS FORFEITED. The date indicated as 1st available for delivery is first date of the delivery window and not the promised delivery date. All estimated time of arrivals are subject to change depending on many factors such as traffic, weather conditions, unforeseen mechanical problems or unexpected delays.
REVISED WRITTEN ESTIMATES: If prior to or on the day of the scheduled pick-up the shipper tenders more property or makes a change to the initial order for which they received an estimate; Carrier, or its representative, may either (1) undertake the job with the additional property, in which case the shipper would only be required to pay 10% more than the initial estimate to receive the property on a non-binding estimate or 100% of the binding estimate and the remaining balance will be billed after the 30 day deferment. Or (2) Carrier and shipper may execute a Revised/Rescission document, PRIOR TO LOADING OR OTHERWISE BEGINNING THE **** this revised written estimate given prior to loading will serve as the only active estimate for which charges will be calculated.
AGREED MANDATORY CHOICE OF LAW, VENUE AND JURISDICTION. If a lawsuit becomes necessary to resolve any dispute between Relocation Express and shipper, said suit shall and must only be brought in circuit or county court in and for **************, *******. Suits involving disputed over interstate shipments must be limited to the governing federal law. Both parties agree to submit themselves to the jurisdiction of the ************** and agree given the relationship to the state, such exercise is reasonable and lawful. Shipper consents to jurisdiction in **************, ********
AGENTS: Carrier may use agents/independent sub-contractors on all orders. Additionally, unless customer purchased an exclusive use of the vehicle option, there is no guarantee that the property will not be temporarily stored or offloaded and reloaded onto a different vehicle then performed pickup and consolidated with other shipments.
CLAIMS: Relocation Express is not responsible for any acts or omissions of the carrier or its employees or agents. Customer agrees to exclusively pursue the carrier directly for all claims for property damage, including without limitation, any claims of damage to property, lost or stolen goods, delayed pickup or delivery, actions of estimators, drivers, packers, or movers, or other types of claims. Carrier shall not be liable for the loss or damage of the goods unless claim is made in writing supported by proof of ownership, value, and weight. As a condition precedent, all outstanding monies due for services must be paid in full before any claim can be made. Claims must be filed within 9 months of delivery or demand thereof is refused and must be limited to the destination descriptions of damages for each item on the inventory logs. All damages and missing items must be noted on the inventory logs. Damage indications must specify each item damaged at the time of delivery.
SUMMARY OF DISPUTE SETTLEMENT PROGRAM: Summary of dispute settlement program: The neutral arbitration program has been designed to give neither party any special advantage. If a dispute arises between Carrier and the shipper arbitration may be a mutually beneficial alternative to help resolve the dispute. Section 49 CFR Section ******* provides that a mover must have a program in place to provide shippers with an Arbitration alternative. Arbitration is optional and not required under Federal law. A. Summary of the arbitration process: Arbitration is an alternative to courtroom litigation. It provides each party to the dispute to present their cases and allows a neutral third party arbitrator to make decision as to the merits of each sides case. Arbitration subject to this agreement shall be conducted via written submission and, subject to the arbitrators discretion, through telephonic appearance. After the initial filing fees have been paid and the arbitrator selected, the initiating party or Claimant must submit a written brief summarizing their legal position and factual claims. All supporting documentation must be included with the initial arbitration brief. Copies of all documents must be submitted to all parties involved in the arbitration. Upon receipt of the Claimants arbitration brief and supporting documents, the responding party or Respondent will have 30 days to file their responsive arbitration brief and supporting documentation. Further deadlines and timetables are subject to the arbitrators discretion. B. Legal effects: If the arbitration alternative is chosen, then any decision made by the arbitrator may be binding. Additionally, an arbitration decision may not be appealed in a court of law. All parties agree that the Arbitrators decision will be based exclusively on the governing United States Federal Law without regard to conflicting State laws or regulations. C. Applicable costs: Each party is responsible for their own costs associated with arbitration. A benefit to the arbitration alternative may be that it is less expensive than traditional litigation. Each party is responsible for 50% of the costs associated with securing the arbitrator and 100% of their own expenses, including but not limited to attorney fees. There is a $250 filing fee FOR EACH PARTY and a supplemental charge of $50 administration fee. Call carrier at phone number on front of this form for ADR processing forms.
Notice of Maximum amount due upon delivery: Final charges will be based on actual weight or cubic feet/volume of property and services provided. Maximum amount demanded at time of delivery, prior to unloading, is the amount of the non-binding estimate plus 10%; or 100% of the binding estimate. Actual charges may exceed the amount of estimate if additional services were ordered or required to be performed; if customer moved additional items, weight, or cubic feet; or if extra service options such as packing or storage were necessary.
NOTE: Customer has agreed to receive and subsequently received the ***** publications Ready to Move? Tips for a ********************* Move and Your Rights and Responsibilities When you Move via hyperlink and accessed the Federal consumer protection information in the Internet. Additionally, In accordance with 49 CFR 371.113(c)(1), customer agrees to waive a physical survey of the household goods and alternatively agrees to receive a Binding Estimate based upon the customer provided item list of property to be transported and services ordered. The terms of this estimate and all services to be provided are subject to the carrier's tariffs, incorporated by reference and available for inspection upon reasonable request at the carrier's offices.
You further agree that your use of the e-signature feature of this E Document constitutes an "electronic signature" as defined by the Electronic Signatures in Global and National Commerce Act ("E-Sign") and the Uniform Electronic Transactions Act ("UETA") and that you have formed, executed, entered into, accepted the terms of, and otherwise authenticated the terms specified herein for the use of the e-signature feature of this Electronic Document. You further acknowledge and agree that proceeding to use the e-signature feature of this Electronic Document email constitutes your full agreement to all terms and conditions contained herein and that such agreement is an "electronic record" for purposes of E-Sign, UETA, and the Uniform Computer Information Transactions Act and as such is completely valid, has legal effect, is enforceable, and is binding on, and non-refutable by you and the member on whose behalf you are acting, if different, as if it were any other duly executed paper contract.
By your use of the e-signature feature of this Electronic Emailed Document you are deemed to have read every record and document before electronically signing same. If you do not understand any record or document, then you agree to communicate directly with an appropriate agent of Relocation Express concerning your understanding prior to your continued use of the e-signature feature of this Electronic Emailed Document. By your use of the e-signature feature of this Electronic Document, you consent to jurisdiction and venue in **************, ***********************, for any dispute arising out of same, and you further agree that Relocation Express shall be entitled to reasonable attorneys fees, including pre-litigation fees, for enforcement in any court of any of the terms and conditions contained herein.
Finally, you agree to immediately notify Relocation Express of any change in your e-mail address.
Click on the following links for "Your Rights and Responsibilities"
"Ready to Move" Brochure"
UPDATED: Ready to Move? Tips for a ********************* Move
"Your Rights & Responsibilities"
UPDATED: Your Rights and Responsibilities When You Move
Click on Online Electronic Signature to confirm your move online.
If you no longer wish to receive emails from Relocation Express, please click on unsubscribe
Electronic Signature:
CANCELLATION POLICY: I have read and agree to the terms and conditions as set forth below. As the customer, I agree to pay the total charges for the moving coordinator services to be provided by Relocation Express LLC. I understand that my deposit/fee represents only a portion of my total estimated service charges. Due to scheduling and routing reasons, my deposit/fee is not refundable. I understand that if I cancel my move, I am only entitled to receive a credit of my deposit for future interstate moving services to be used by the cardholder within a 12 month period from the date of cancelation. I understand that if I refuse pickup by the carrier I am forfeiting my deposit.
Document Emailed On: Wednesday, 03/05/2025 05:38:32 PM (ET)
Document Signature Name: ***** ******
Document Signature Email: *******************************
Document Signature Date: Wednesday, 03/05/2025 05:46:55 PM (ET)
Document Signature IP Address: ***************
Internet Browser: Safari
------------------------------------------------------------------------------------Customer Answer
Date: 03/17/2025
Complaint: 23057770
I am rejecting this response because: on March 14, which would be a Friday the moving company was supposed to show up at ******************************************************************. I put a $760 deposit down Four 300 square-foot on a TruckThe truck was supposed to show up between 7 AM and 9 AM Friday , they never showed Up.
The guy called me on the 12th and started going over the stuff that was supposed to be picked up on the phone then he determined that I didnt have enough space so he wanted me to pay 500 more dollars Then that would buy me more space and if we needed more space after that, I would have to pay more money so The guy I was talking to that they just needed to show up at my house between 7 AM and 9 AM on the 14th and if my contract said I had 300 square-foot I would use a 300 ft.. But they never showed up so theyre in breach of contract and I want my $760 deposit back. Its a big scam to begin with. I never asked for 300 square-foot they wrote that up in a contract. I electronically signed the contract on my fault not looking the whole thing over. Yes, I understand it in the contract. It was only for 300 square-foot which might not have been enough room, but regardless, if it was or wasnt, I put a deposit for that at $760 and they never gave me the opportunity to put my stuff in that spot that they took my deposit for by not showing up on the 14th so I feel like they owe me a full $760 deposit back credited to the same card that They took it from
.
Sincerely,
***** ******Business Response
Date: 03/17/2025
You hang up on us when were were ting to work things outCustomer Answer
Date: 03/17/2025
Complaint: 23057770
I am rejecting this because it was clearly stated to me through the guy calling me that I only had 300 square-foot of the truck, and the whole truck would not be mine. The only way I could get more space for my stuff was to pay him more money. I did not accept that so I told him I was not giving them anymore money because once I pay another $500 and you show up youre gonna want more money and more money and more money so I decided and confirmed with the man on the phone that his arrival time would be between 7 AM and 9 AM that Friday. I told him to show up at my house that Friday and yet no one showed up so they are in breach of contract for not showing up. I paid $760 deposit for them to show up and give me 300 square-foot just like the contract said now that date has passed And I cant go back in time. Bottom line is they owe me my deposit back because they did not follow through on their end. This place is a scam. They tell you one thing right down another and then when you have it all arranged, they wait until the window of opportunity to get any deposit back is gone then they call you to arrange for them to get more money out of you or better yet. Just get you to the point aggravated that you wont , have them do the job at all and they keep your deposit well that didnt happen with me. I pacifically had confirmation from him that his arrival time would be 7 AM to 9 AM that morning then I told him to show up and then hung up. I do believe I deserve to get what I had paid for in my deposit and was not able to get that because they did not show up to give me that now it is way too late. I want my $700 deposit back into my account ASAP.
Sincerely,
***** ******Initial Complaint
Date:02/20/2025
Type:Service or Repair IssuesStatus: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.
I spoke with ***** regarding our move. When the movers showed up they stated they did not have the room. Here are the series of events:We agreed to a 9/28 or 9/29 move date because we were splitting a truck with another person.The company called on 9/28 to let us know the move date would be 9/29 between 12 and 2 pm EST The movers called at 5:25 stating they would be at my house after 9 pm. If I prefer they could move me to 9/29 between 8 to 10 AM EST. I agreed The supervisor called me back to say if I did not take the 7 to 9pm time slot, I would be moved to 10/1. I told him the mover suggested I change and agreed to 7 to 9PM.The mover texted me at 9:41 letting me know they were 30 minutes away.The movers showed up at 10:30 asking to take photos of the items They asked me for the list however the website I went to said the document expired. I provided them with the list. They stated they did not have room on the truck and wanted an additional 7000 to put the items on the truck.I stated the agreement with ***** at your company, they said they received the call for the move 4 hours ago and showed me the space and again said the listed items would not fit, they had enough room for one bedroom. I told them we agreed to the list of items for this move. They said they could not accommodate us and I would need to follow up with relocation express. I am requesting a full refund of my deposit because the movers said they did not have the space to move the list we agreed to. I am still fighting this issue I did nothing wrong. The people they contracted for this move said they did not have the room and they were contacted to do the move that day. It takes a special type of human to take advantage of people this way. I have video recording of the truck and the mo ers stating they do not have the room. It has taken me this long to obtain a copy of the contract. IBusiness Response
Date: 03/17/2025
first we re hearing about this we will look into thisCustomer Answer
Date: 03/18/2025
Complaint: 22969494
I am rejecting this response because:
I am happy they are looking into it but this does not resolve the issue. I called numerous times and was told via email and phone that my case was escalated to a manager. Because the movers did not have room on the truck, I did not receive the services I paid for. I would like a refund. Thank you for taking the time to review this issue.
Sincerely,
****** *********Business Response
Date: 03/19/2025
we just found about this last night give us a secondCustomer Answer
Date: 05/16/2025
I have not received an update.Customer Answer
Date: 05/19/2025
Complaint: 22969494
I am rejecting this response because: I do not mind that the company needs time to review my compliant. however, I notice they keep responding with the same message. I do not want my complaint to get lost. I have tried to resolve this issue multiple times with this company and have been waiting for a call back since October. I did nothing wrong, did not receive services, but they still charged me. I would like a full refund. The gentlemen they contracted to do the work did not complete the job and outright told me they did not have room for the items included in my contract.Sincerely,
****** *********Customer Answer
Date: 05/19/2025
I am concerned because they continue to respond with the same message. This requires me to accept or reject the response. I am concerned I will not receive resolution because of the back and forth with them replying with the same message and me continuing to reject because a resolution is not being offered. I have been in contact with this company since October 2024 with no resolution in site. I thank you for offering this space for us to try to get a resolution with issues with businesses.Customer Answer
Date: 06/16/2025
Hello,
The business did not provide me with an explanation they simply said they would look into it.
Initial Complaint
Date:02/19/2025
Type:Service or Repair IssuesStatus: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 December 14th 2024 I was quoted $2,574.95 for our move from ******** to *****. I then paid $887 deposit. We first scheduled a move December 27th 2024. Things happened and we were unable to move that date so we put our move on hold. When it was time for us to move again in February I contacted them to set up a date several times which took multiple calls and emails to get through to someone. I got a new binding contract to pick up February 10th 2025.February 10th came around and no one showed up nor we were contacted about a delay. We knew the window so we waited to February 11th, but near the end of the day and no movers and no contact about a delay we decided to contact the company. I called and asked what was happening and I was told let me contact the driver I will get back to you. I never got called back and the day was over and the office was now closed. I called the next day and I got another person that told me the exact same thing. After 2 hours of waiting for a call back I decided to call again and got the same exact response. I then again waited and got no response. So I called again and got the same exact response. So I told my husband to contact them while I emailed them. My email was answered that I was on hold with customer service. Which was my husband so I got no email answering my alone question. They essentially had no answer to why we had no movers at our house even after the 2 day window. I finally got a call on February 12th from the movers stating that the last they heard about us was that our move was canceled and we were never put back on the schedule even with a signed contract. They said they would be there the next day. When the movers got thre they just looked at our stuff and immediately said this is more than what they put on the contract. The movers said The companies computer system is off and not a good estimate we were charged $4,314.00. I emailed and called and now the company isnt answering & were out money we dont have.Business Response
Date: 03/05/2025
we will look into itInitial Complaint
Date:12/18/2024
Type:Service or Repair IssuesStatus: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.
Relocation Express LLC. - Company is a ****/FRAUD.Signed & paid deposit ($750) for contract rec'd by sales agent ***** ****** showing a total moving cost of $1,985.00 on 11/12/24, from *****, ** to *****, **. When the items were finally picked up by 3rd moving company, ***** Expedite **************** the contract sent to them was different showing a total moving amount of $3,357.50. They were provided a completely different contract & had removed the discounts listed on the original contract. I was also informed that I was being charged $500 because I changed the date of pick up by 1 day. Company never showed up or called the the date rescheduled. They changed the dates & times 3 times after that so I requested the $500 to be credited towards the balance. I was assured it would be credited but nothing was done. I was treated horribly & lied to by the manager, ***** *******, yelled at by a ************ manager (Sala ****************) that showed up to my home (2nd attempt) for pick up at 11:00 PM, phone ************ messages were completely ignored by sales person ***** ******, and the only office staff, ***** which also hung up on me when I demanded to speak with the manager. I was trying to do ********************* to get to my final destination on a limited budget (had already quit my job for the move) due to my mother's declining health. She was getting worse each day so having to deal with such an unprofessional & conniving company was beyond stressful. I truly *********** someone puts a stop to this *************** affiliates, ********************************. before it happens to someone else.Business Response
Date: 12/18/2024
I understand that moving can be a stressful process, and I appreciate the opportunity to address your concerns.
First, I want to assure you that you were charged accurately based on the amount of space your belongings occupied on the truck. We are committed to providing transparent and fair pricing. Its important to note that moving is a luxury service, and the costs associatedsuch as labor, long-distance transportation, fuel, and insurancereflect the complexity and resources required to ensure your belongings are safely handled and delivered.
While moving services offer convenience, they may not always be the most economical option compared to renting a truck and handling the move yourself. However, we strive to make the experience as seamless as possible for our customers.
Regarding the adjustment of your pick-up dates, I understand this caused frustration. Last-minute changes can be challenging to accommodate due to the coordination required with other customers and moving crews. This logistical complexity may sometimes involve partnering with additional companies to fulfill commitments.
We regret that the experience didnt meet your expectations and want to assure you that we value your feedback. It helps us improve our processes and better serve our customers. While we believe the price you paid was fair given the service provided, we understand your disappointment and are sorry it did not align with your expectations.
Thank you again for sharing your concerns, and we sincerely apologize for any inconvenience you experienced.Customer Answer
Date: 12/20/2024
Complaint: 22703323
I am rejecting this response because: A lot of inventory items on the original contract for Relocation Express were purposely removed from me (at the time of pick-up) so the pricing would not go any higher then I had agreed to pay. Inventory items removed as follows: (2) sets of patio furniture, bike, dog crate and number of boxes (less than 10).Again, I was on a tight budget and could not afford more. In fact, the carrier/driver had not even looked at all the items in my home for pick-up & waited at least an hour to receive the contract from his manager at M & R Moving & Storage. I showed the driver the contract I had agreed upon with Relocation Express & how all the discounts were removed from M & R's. Driver stated, "this was not the 1st time he had seen this done to a customer".
Again, I was clearly mislead by the sales associate, ***** ****** & his Manager, ***** on the pricing. As shown on the original contract, all the discounts were removed once the carriers received the order from Relocation Express. I was rushed into making a deposit for the contract I received from the sales associate, ***** ******. Then, I was rushed again by the manager, ***** to pay an add'l $500. He first stated it was due to the change of pick-up date (1 day later), then he changed that reason & stated that it was due for adding more items to the inventory list. He claimed it was better for me to pay the $500 at that time with him, then when the carrier showed up & have them charge me $2,000.00. He then went back to change the reason AGAIN that it was for my date change. When I attempted to discuss the pricing with *****, he clearly & rudely stated for me to FORGET the pricing the sales associated, ***** ****** had sent to me & I signed off on.
After the 1st disaster of not showing up or calling for the 1st scheduled pick-up, I attempted to get my money back only to be spoken down to & treated horribly. At one point, office staff, ***** **** up on me and would not answer my calls. After the disaster of the 2nd pick up attempt, I was reassured the $500 would be credited towards my final bill and once again due their changing of pick-*** date. NO $500 credit shown anywhere.
My calls & text messages were completely ignored by every staff member when I continued to try to get some resolution. With all said, Relocation Express is once again making FALSE statements with the pricing I originally agreed upon and their so called, highest quality of service.
Sincerely,
****** Babun ******Business Response
Date: 01/12/2025
this is being looked atCustomer Answer
Date: 01/13/2025
Complaint: 22703323
I am rejecting this response because: Message from business is not an actual response other that it's "being looked at:. It's not stating any time frame or resolution/refund as requested. Based on all the documentation I provided BBB, this company & my statement/conversations with each individual involved, it clearly proofs I was taken advantage of & my limited funds available for the relocation were stolen.
Sincerely,
****** Babun ******Business Response
Date: 01/14/2025
we are still looking into itCustomer Answer
Date: 01/30/2025
I never received any status on my request from the company other than they were still looking into it. It's been weeks now. I'm still requesting this company make the effort to pay was is owned to me that I was over charged.
Thank you,
******
Business Response
Date: 02/02/2025
we are still looking into itCustomer Answer
Date: 02/14/2025
Complaint: 22703323
I am rejecting this response because: CLEARLY they are not looking into anything and they don't care that they basically stoled the little money I had for the move.
Sincerely,
****** Babun ******Business Response
Date: 02/16/2025
we are looking into itInitial Complaint
Date:11/26/2024
Type:Delivery IssuesStatus: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.
On 10/13/24 I approved an estimate for Relocation Express to provide moving services. I explained that the items were to be delivered to my home on 10/28/24. The Relocation Express representative selected a pick-up date of 10/24/24. At no point was it explained to me that Relocation Express is a moving broker, Relocation Express coordinates services with another carrier. It was also not explained to me that Relocation Express could not guarantee the delivery date, I was misled to believe that there was adequate time after my pick-up date for my belongings to be delivered to my home on 10/24/24. On 10/23/24 I attempted to confirm the pickup time with Relocation Express over the phone and email but was not provided with a response. Between 10/24/24 and 10/28/24 I contacted Relocation Express on several occasions but was not given accurate information on when the carrier would be delivering my belongings. I was told 4 hours before the delivery that the driver was delivering my belongings, which did not provide adequate time to be ready for the delivery.Initial Complaint
Date:10/23/2024
Type:Service or Repair IssuesStatus: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.
July 1st,2024. Paid deposit of $2965.25.Was guaranteed the deposit was fully refundable. Called for refund today and was told that there is no refund at all. No exceptions. My emails from the "moving specialist" are all reverted to a generic form email somehow..."Relocation Express ************************************************************* Phone: ************** DOT #: ******* MC #: ******* Hello ******,Thank you for your interest in Relocation Express moving services.Please click on your move number ******* to view your moving estimate.Thank You and Best Regards,***** ****** Relocation Express ************** ********************************************************************** ****************************************"All of my correspondence was detailed in all of the emails... but they only show the above text now. There are emails that tell me that they are ready to start my move, but they do not contain any pertinent details... it's like all the evidence has been deleted!Business Response
Date: 10/24/2024
Hi,
I have attached the contract that you signed. It its time stamped and show's the ** address it was signed from. The first thing it says is that this deposit is non refundable. It even makes you do an extra step where you have to check a box next to a statement again telling you it is non refundable. You can still choose to use it towards a credit for a future move using us with in the next year. Please see contract bellow.
Electronic Signature:
CANCELLATION POLICY: I have read and agree to the terms and conditions as set forth below. As the customer, I agree to pay the total charges for the moving coordinator services to be provided by Relocation Express LLC. I understand that my deposit/fee represents only a portion of my total estimated service charges. Due to scheduling and routing reasons, my deposit/fee is not refundable. I understand that if I cancel my move, I am only entitled to receive a credit of my deposit for future interstate moving services to be used by the cardholder within a 12 month period from the date of cancelation. I understand that if I refuse pickup by the carrier I am forfeiting my deposit.
Document Emailed On: Monday, 07/01/2024 05:28:42 PM (ET)
Document Signature Name: ****** *******
Document Signature Email: *****************************
Document Signature Date: Monday, 07/01/2024 05:30:13 PM (ET)
Document Signature ** Address: ************
Internet Browser: Chrome
------------------------------------------------------------------------------------
Binding Moving Estimate Job No: E5381383
Relocation Express
************************
Pompano FL 33073
US DOT: 4116149 MC: 1573270
Customer
Rep: *****
Phone: **************
Email: **********************************************************************
Web: ****************************************
Moving From Moving To
****** Solberg
3037 Shady Court
House
**********, *******;88310
Phone: **********
***************************** ****** *******
Tbd
House
***********************, *******;32547
Phone: **********
Relocation Details
Job No: E5381383
Estimate Date: 07/01/2024
Representative: Brian
Visual Type: Waived
The shipper has elected to waive the physical and virtual survey and signed the waiver agreement before the shipment is loaded in accordance with 49 CFR ******* (a).
Move Type: Residential Long Distance, 1237 miles
Estimated Volume: 1700 cf. (***** lbs)
Estimated Rate: $3.50 per cf
Move Day: Saturday/Sunday
Move Date: 07/20/2024-07/21/2024
Created On: 06/30/2024 Relocation Estimate
Total Tariff $13848.00
Tariff Discount: *****% -$7898.00
Basic Estimate Price $5950.00
Fuel Surcharge: 10.00 % $595.00
Binding Moving Estimate $2500.00
Military Veteran/ - $500.00
Basic Valuation Protection:
$0.60 per lbs. per article
$0.00
Total Moving Estimate $8545.00
Customer Payment $2965.25
Confirm your move via:
Online Electronic Signature
Full Value Protection Amount of Liability: $71,400.00 (Optional)
Deductible Levels: $0 $250 $500 $750 $1000 $1500
Valuation Charge: $0.00 $0.00 $0.00 $0.00 $0.00 $0.00
Total Estimate Plus
Valuation Charge: $8545.00 $8545.00 $8545.00 $8545.00 $8545.00 $8545.00
Customer's Initials: x_________ x_________ x_________ x_________ x_________ x_________
WARNING: If a moving company loses or damages your goods, there are 2 different standards for the company`s liability based on the types of rates you pay. BY FEDERAL LAW, THIS FORM MUST CONTAIN A FILLED-IN ESTIMATE OF THE COST OF A MOVE FOR WHICH THE MOVING COMPANY IS LIABLE FOR THE FULL (REPLACEMENT) VALUE OF YOUR GOODS in the event of loss of, or damage to, the goods. This form may also contain an estimate of the cost of a move in which the moving company is liable for FAR LESS than the replacement value of your goods, typically at a lower cost to you. You will select the liability level later, on the bill of lading (contract) for your move. Before selecting a liability level, please read Your Rights and Responsibilities When You Move, and Ready to Move Brochure provided by the moving company, and seek further information at the government website ***********************
Articles List 1 Items, 1 Pieces
Qty Items
1 1700 CF Qty Items Qty Items
Understanding Your Estimate
Thank you for choosing Relocation Express. We are happy to provide you, the Customer, this estimate based on the list of items and services you requested at the time this estimate was prepared. This BINDING estimate is based upon the specific items to be moved and services ordered as listed on the estimate. Your estimated price will not change unless you order additional services, add additional items to be moved, or additional weight or cubic feet to be moved which are not listed on the estimate. This document is an estimate only and not a contract; it is only binding for the specific services and items listed here within; any deviation of the services listed and ordered will result in a new estimate being issued. In such cases, a revised written visual estimate must be executed prior to any services being performed.
This estimate includes the following services to be performed by the carrier:
Professional Door to Door service.
Expert advice and guidance throughout the course of your move.
Disassembly of all standard furniture required for safe transportation.
Reassembly for all items disassembled by the movers on the day of pick-up.
Wrapping of all furniture with quilted moving blankets.
Itemized inventory indicating condition at origin.
Loading & unloading of all goods.
All transportation, taxes, tolls, mileage, and fuel surcharges.
Standard cargo protection up to $10,000 based on 0.60 cents per lb per article; if selected at the time the estimate is prepared, estimated cost of the full value protection option at varying deductible levels (these are only estimates and the actual cost is determined by your selection on the carriers bill of lading according to carriers tariff).
No elevator charges.
No charge for packing tape and moving pads.
No date change penalties if your request is made more than 7 business days before your originally scheduled pick-up date. (Summer ***** are subject to change)
Note: Elaborate furniture items that need to be disassembled and/or reassembled may require a 3rd party professional servicing or additional labor and should be disclosed to your estimator in advance of the move to be included on the estimate. Disconnecting and reconnecting of appliances is not included in the estimate. Reassembly of any item is subject to the availability of tools and/or parts being available at delivery. Packing, materials, and unpacking services, are available at an additional charge and are only included in this estimate if the service is listed on the services section of the estimate.
Optional ******************** and Additional fees (if applicable to the move): It is customary for the carrier to offer additional service options to the customer. Optional services include, but are not limited to, storage, packing, materials, unpacking, appliance servicing, shuttle, long carry, rigging hoisting and lowering, wooden crating, exclusive use of vehicle, guaranteed delivery, etc. If customer orders an additional service or an additional service is required to complete the move then the charge for the service will be added to the final bill. Optional **************** contract services not included in your estimate include:
Additional fee if more than 1 flight. Please note: First flight of stairs (up to 10 steps) is included.
Long carry: first 75 feet are included, each additional 75 feet will be charged at a minimum rate of $75.00 per 75 feet.
Shuttle service: if semi-trailer cannot get reasonably close to building or house for loading/unloading, a shuttle truck may be required to perform relocation at a minimum charge of $300.
Packing of fragile/delicate items (such as TVs, glass, etc.); packing and crating services not already listed within proposal; loading of bulky items (such as a motorcycle).
Packing supplies such as boxes, bubble wrap, etc.
Storage: any additional month will be charged at $0.50 - $1.50 per cubic foot ($130 minimum).
For full packing service: All labor and materials to professionally pack all boxes, fragile items, and furniture listed. If additional items are added at time of pick up, then the total price for full service packing will be increased and adjusted by the guaranteed rate provided. A new agreement will be presented at time of pick up.
VERY IMPORTANT - IF YOU ADD ***** AT PICK-UP OR IF THE ***** ARE A DIFFERENT VOLUME AND/OR WEIGHT FROM WHAT IS ESTIMATED ON THIS AGREEMENT:
The mover must provide you with a revised estimate.
Contact our office at **************
DO NOT allow the mover to load the truck or perform any services BEFORE you CALL US. You must agree in writing to the new estimate. We will assist you with this.
If you have not signed the mover's revised estimate, and the mover loads the truck, then federal regulation requires that the mover has reaffirmed the original estimate and cannot demand additional payment at delivery for the additional items.
This is why we ask you to notify us of modifications at least 3 business days before the scheduled pick-up date, to avoid surprises at pick-up! On the day of pick-up, your ******* may offer you a new revised estimate listing all costs for the entire move including the additional services ordered or additional items to be moved, if any. The total price will be the same as the price listed on this estimate if your inventorys estimated weight/volume has not changed and if you do not require additional services. If your inventorys estimated weight/volume increases or if you require additional services, however, then your price may change based on the rate per pound and/or cubic feet stated in this estimate.
TERMS OF PAYMENTS: Upon booking a 15% deposit (plus binding estimate fee) is required to be paid in the form of cashiers check, or personal check. At the time of pickup 50% of the balance is due in the form of cashiers check, cash, postal money order. At delivery the balance is due prior to unloading in the form of *********** Money Order or Cash only. The carrier reserves the right to collect up to 70% of balance due prior to the goods leaving the origin state. Subject to federal law, payment in FULL of all charges is required before delivery and prior to unloading Subject to the 110% law, if applicable. All charges are based on carriers full tariff rates. If payment is not made then the carrier may place the goods in storage until payment is made; in such case the customer will be responsible for all storage and redelivery fees.
By signing this Binding Estimate for Services, customer is acknowledging and agreeing to the following:
Please note that Relocation Express is a properly licensed interstate Broker. Relocation Express LLC is not a motor carrier and will not transport an individual shippers household goods, but will coordinate and arrange for the transportation of household goods by another ***** authorized motor carrier, whose charges will be determined by it's published tariff. All estimated charges and final actual charges will be based upon the motor carriers tariff which is available for inspection from the carrier upon reasonable request. In acting as an interstate broker, Relocation Express is not responsible for any acts or omissions of the motor carrier or its employees or agents. Customer agrees to exclusively pursue the motor carrier directly for all claims for property damage, including without limitation, any claims of damage to property, lost or stolen goods, delayed pickup or delivery, actions of estimators, drivers, packers, or movers, or other types of claims.
PACKING YOUR GOODS: Packing services, materials, and unpacking services, are available at an additional charge and are only included in this estimate if the services are specifically listed on the services section of the estimate.
ABBREVIATIONS and DEFINITIONS: Motor Carrier or Mover is the actual moving company performing packing, loading, storage, transportation, and offloading services. Customer or Shipper is the customer who contracted with the mover to perform interstate domestic moving services. Broker or shippers agent is the customers coordinator for the move who issues the estimate and brings the customer and the mover together. The broker is not a party to the contract for moving services (bill of lading) between the mover and the customer. Articles listed as follows: Articles listed as CP = Carrier Packed; PBO = Packed By Owner; PO = fragile item to be wrapped with Pads Only per customer.
MINIMUM SH**MENT: Customer understands that ********************** has a ****** minimum on all shipments. Any shipment below 2000lbs will be charged at the 2000 lbs rate.
CANCELLATION OF SERVICES: AS THE CUSTOMER, I AGREE TO PAY THE TOTAL CHARGES FOR MOVING COORDINATOR SERVICES TO BE PROVIDED BY Relocation Express. I UNDERSTAND THAT MY DEPOSIT/FEE REPRESENTS ONLY A PORTION OF MY TOTAL ESTIMATED SERVICE CHARGES. DUE TO SCHEDULING AND ROUTING REASONS MY DEPOSIT/FEE IS NOT REFUNDABLE. I UNDERSTAND THAT IF I CANCEL MY MOVE, I AM ONLY ENTITLED TO RECEIVE A CREDIT OF MY DEPOSIT FOR FUTURE INTERSTATE MOVING SERVICES TO BE USED BY THE ACCOUNT HOLDER WITHIN A 12 MONTH PERIOD FROM THE DATE OF CANCELLATION. I MAY CHANGE MY PICK UP DATE, OR PLACE THE MOVE ON HOLD AT LEAST 7 BUSINESS DAYS (SATURDAYS, SUNDAYS AND HOLIDAYS NOT INCLUDED) PRIOR TO THE PACK OR LOAD DATE (WHICHEVER APPLIES) LISTED ABOVE. IF PICKUP IS REFUSED BY CUSTOMER FOR ANY REASON, THE DEPOSIT IS FORFEITED. ALL DEPOSITS WILL SHOW ON YOUR BILLING CYCLE AS Relocation Express LLC.
CERTIFICATE OF INSURANCE: Some buildings require a certificate of insurance from the mover. Please check with your building management at both current and new locations regarding their requirements. Please notify your Relocation Specialist and we will be glad to assist you. Note: A fee may apply depending on building requirements.
PARKING RESTRICTIONS: Customers must confirm parking restrictions with the building/s management or local police department at both current and new locations in order for the carrier to avoid parking violations. If the truck physically or for reasons of parking restrictions cannot park close enough, Long Carrying or ********************* charges will apply and added to the original agreement.
FURNITURE TRANSPORTATION: The motor carrier requires that all drawers must be emptied prior to the day of move. Furniture with full drawers will not be transported due to high risk of damage to the actual furniture, premises walls and floors.
UTILITIES / APPLIANCES: Make sure that your utilities and appliances will be turned off and disassembled from electric, gas and water connections prior to the day of your move. We do not disassemble or reassemble any utilities or appliances at both current and new locations on the day of your move-out or move-in.
VALUATION: The carrier provides two valuation options: Limited liability and full replacement value (FVP). Both plans cover furniture and boxes packed/unpacked by carrier. We suggest you purchase third party insurance to protect your property. Please read carefully before making your selection. Subject to the minimum valuation of $0.60 per pound per article and in compliance with and subject to the provisions of 49 CFR Section 375.701(a), Carrier cannot control whether proper packing methods are used by shipper, therefore on boxes packed by the owner as well as pressed wood (particle board) furniture, fragile or brittle items such as glass, china, ornaments, etc.; liability is limited to $0.60 per pound per article. Carrier, or its representative, has the right to inspect and repair any alleged damage. Consumer shipper waives all claims against Carrier and Relocation Express. for any damage to the interior or exterior of any residence including, but not limited to walls, floors, ceilings, stairs, banisters, carpets, plumbing, doorways, driveways, walkways, landscaping, etc. In addition, customer agrees and is not permitted to move and we will not accept, transport, or store and have no liability whatsoever for firearms, jewelry, cash, bank notes, any financial instruments, hazardous materials, pets, liquids or perishable items.
ESTIMATED PICK UP AND DELIVERY SCHEDULE: All pickup, load and/or delivery dates are only estimates and are not guaranteed. Relocation Express will not be responsible for loss or damages incurred by unavoidable delay Relocation Express will act on the behalf of the customer in resolving any claims or delay issues with the carrier. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates. IF PICKUP IS REFUSED BY THE CUSTOMER FOR ANY REASON, DEPOSIT IS FORFEITED. The date indicated as 1st available for delivery is first date of the delivery window and not the promised delivery date. All estimated time of arrivals are subject to change depending on many factors such as traffic, weather conditions, unforeseen mechanical problems or unexpected delays.
REVISED WRITTEN ESTIMATES: If prior to or on the day of the scheduled pick-up the shipper tenders more property or makes a change to the initial order for which they received an estimate; Carrier, or its representative, may either (1) undertake the job with the additional property, in which case the shipper would only be required to pay 10% more than the initial estimate to receive the property on a non-binding estimate or 100% of the binding estimate and the remaining balance will be billed after the 30 day deferment. Or (2) Carrier and shipper may execute a Revised/Rescission document, PRIOR TO LOADING OR OTHERWISE BEGINNING THE **** this revised written estimate given prior to loading will serve as the only active estimate for which charges will be calculated.
AGREED MANDATORY CHOICE OF LAW, VENUE AND JURISDICTION. If a lawsuit becomes necessary to resolve any dispute between Relocation Express and shipper, said suit shall and must only be brought in circuit or county court in and for **************, *******. Suits involving disputed over interstate shipments must be limited to the governing federal law. Both parties agree to submit themselves to the jurisdiction of the ************** and agree given the relationship to the state, such exercise is reasonable and lawful. Shipper consents to jurisdiction in **************, ********
AGENTS: Carrier may use agents/independent sub-contractors on all orders. Additionally, unless customer purchased an exclusive use of the vehicle option, there is no guarantee that the property will not be temporarily stored or offloaded and reloaded onto a different vehicle then performed pickup and consolidated with other shipments.
CLAIMS: Relocation Express is not responsible for any acts or omissions of the carrier or its employees or agents. Customer agrees to exclusively pursue the carrier directly for all claims for property damage, including without limitation, any claims of damage to property, lost or stolen goods, delayed pickup or delivery, actions of estimators, drivers, packers, or movers, or other types of claims. Carrier shall not be liable for the loss or damage of the goods unless claim is made in writing supported by proof of ownership, value, and weight. As a condition precedent, all outstanding monies due for services must be paid in full before any claim can be made. Claims must be filed within 9 months of delivery or demand thereof is refused and must be limited to the destination descriptions of damages for each item on the inventory logs. All damages and missing items must be noted on the inventory logs. Damage indications must specify each item damaged at the time of delivery.
SUMMARY OF DISPUTE SETTLEMENT PROGRAM: Summary of dispute settlement program: The neutral arbitration program has been designed to give neither party any special advantage. If a dispute arises between Carrier and the shipper arbitration may be a mutually beneficial alternative to help resolve the dispute. Section 49 CFR Section ******* provides that a mover must have a program in place to provide shippers with an Arbitration alternative. Arbitration is optional and not required under Federal law. A. Summary of the arbitration process: Arbitration is an alternative to courtroom litigation. It provides each party to the dispute to present their cases and allows a neutral third party arbitrator to make decision as to the merits of each sides case. Arbitration subject to this agreement shall be conducted via written submission and, subject to the arbitrators discretion, through telephonic appearance. After the initial filing fees have been paid and the arbitrator selected, the initiating party or Claimant must submit a written brief summarizing their legal position and factual claims. All supporting documentation must be included with the initial arbitration brief. Copies of all documents must be submitted to all parties involved in the arbitration. Upon receipt of the Claimants arbitration brief and supporting documents, the responding party or Respondent will have 30 days to file their responsive arbitration brief and supporting documentation. Further deadlines and timetables are subject to the arbitrators discretion. B. Legal effects: If the arbitration alternative is chosen, then any decision made by the arbitrator may be binding. Additionally, an arbitration decision may not be appealed in a court of law. All parties agree that the Arbitrators decision will be based exclusively on the governing United States Federal Law without regard to conflicting State laws or regulations. C. Applicable costs: Each party is responsible for their own costs associated with arbitration. A benefit to the arbitration alternative may be that it is less expensive than traditional litigation. Each party is responsible for 50% of the costs associated with securing the arbitrator and 100% of their own expenses, including but not limited to attorney fees. There is a $250 filing fee FOR EACH PARTY and a supplemental charge of $50 administration fee. Call carrier at phone number on front of this form for ADR processing forms.
Notice of Maximum amount due upon delivery: Final charges will be based on actual weight or cubic feet/volume of property and services provided. Maximum amount demanded at time of delivery, prior to unloading, is the amount of the non-binding estimate plus 10%; or 100% of the binding estimate. Actual charges may exceed the amount of estimate if additional services were ordered or required to be performed; if customer moved additional items, weight, or cubic feet; or if extra service options such as packing or storage were necessary.
NOTE: Customer has agreed to receive and subsequently received the ***** publications Ready to Move? Tips for a ********************* Move and Your Rights and Responsibilities When you Move via hyperlink and accessed the Federal consumer protection information in the Internet. Additionally, In accordance with 49 CFR 371.113(c)(1), customer agrees to waive a physical survey of the household goods and alternatively agrees to receive a Binding Estimate based upon the customer provided item list of property to be transported and services ordered. The terms of this estimate and all services to be provided are subject to the carrier's tariffs, incorporated by reference and available for inspection upon reasonable request at the carrier's offices.
You further agree that your use of the e-signature feature of this E Document constitutes an "electronic signature" as defined by the Electronic Signatures in Global and National Commerce Act ("E-Sign") and the Uniform Electronic Transactions Act ("UETA") and that you have formed, executed, entered into, accepted the terms of, and otherwise authenticated the terms specified herein for the use of the e-signature feature of this Electronic Document. You further acknowledge and agree that proceeding to use the e-signature feature of this Electronic Document email constitutes your full agreement to all terms and conditions contained herein and that such agreement is an "electronic record" for purposes of E-Sign, UETA, and the Uniform Computer Information Transactions Act and as such is completely valid, has legal effect, is enforceable, and is binding on, and non-refutable by you and the member on whose behalf you are acting, if different, as if it were any other duly executed paper contract.
By your use of the e-signature feature of this Electronic Emailed Document you are deemed to have read every record and document before electronically signing same. If you do not understand any record or document, then you agree to communicate directly with an appropriate agent of Relocation Express concerning your understanding prior to your continued use of the e-signature feature of this Electronic Emailed Document. By your use of the e-signature feature of this Electronic Document, you consent to jurisdiction and venue in **************, ***********************, for any dispute arising out of same, and you further agree that Relocation Express shall be entitled to reasonable attorneys fees, including pre-litigation fees, for enforcement in any court of any of the terms and conditions contained herein.
Finally, you agree to immediately notify Relocation Express of any change in your e-mail address.
Click on the following links for "Your Rights and Responsibilities"
"Ready to Move" Brochure"
UPDATED: Ready to Move? Tips for a ********************* Move
"Your Rights & Responsibilities"
UPDATED: Your Rights and Responsibilities When You Move
Click on Online Electronic Signature to confirm your move online.
If you no longer wish to receive emails from Relocation Express, please click on unsubscribe
Electronic Signature:
CANCELLATION POLICY: I have read and agree to the terms and conditions as set forth below. As the customer, I agree to pay the total charges for the moving coordinator services to be provided by Relocation Express LLC. I understand that my deposit/fee represents only a portion of my total estimated service charges. Due to scheduling and routing reasons, my deposit/fee is not refundable. I understand that if I cancel my move, I am only entitled to receive a credit of my deposit for future interstate moving services to be used by the cardholder within a 12 month period from the date of cancelation. I understand that if I refuse pickup by the carrier I am forfeiting my deposit.
Document Emailed On: Monday, 07/01/2024 05:28:42 PM (ET)
Document Signature Name: ****** *******
Document Signature Email: *****************************
Document Signature Date: Monday, 07/01/2024 05:30:13 PM (ET)
Document Signature ** Address: ************
Internet Browser: Chrome
------------------------------------------------------------------------------------Customer Answer
Date: 10/24/2024
Complaint: 22466191
I am rejecting this response because: i was guaranteed by ***** ******, the Relocation specialist that set up this move for me, that i would receive a complete refund of my deposit of the move could not be made. He asked me that I would receive my deposit back and said "...of course you'll get your money back... we cannot keep your money if you don't move". I made double and triple sure that this was the case. I even asked how long I could keep my deposit with the company, in case the move was shifted into the future. He assured me that I would receive my money back within 12 months. Because of this, I had no doubt that I would receive my deposit back. I did not see the verbiage that states that deposits are non-refundable. I was lied to, and because of that, I should receive my deposit back. As I understand, ***** ****** is no longer employed by this moving company, and that leads me to believe that other people have been duped by this gentleman, and he was dismissed from his position at this company. I'm very surprised that there isn't a class-action lawsuit against this company for these unethical practices.
Sincerely,
****** *******Business Response
Date: 10/24/2024
Again, You are correct that ***** no longer works her. He was not fired in fact he was in a horrible car accident motorcycle accident and has been in the hospital since. It states very clearly in the contract this is non refundable. Like I said before it requires to click an additional box next to that part in the contract to make sure it has been seen, After you were booked you were also sent to verification where they told you the same thing. I understand you are frustrated but this has been the policy from the beginning. We ae still willing to do the move if you choose.Customer Answer
Date: 10/24/2024
Complaint: 22466191
I am rejecting this response because: I'm sorry that ***** was in an accident... but he still lied to me, over and over. He willfully misrepresented the policy of your company, and a such incited a fraudulent agreement with me... despite the lengthy and unreadable legalese that makes up your contract. This was a military move, and has been canceled. I no longer require moving assistance, and request that my deposit be refunded. Your agent lied and misrepresented policy several times. I was defrauded
Sincerely,
****** *******Initial Complaint
Date:10/01/2024
Type:Product IssuesStatus: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.
I called Relocation Express initially on 09/15/2024. They scheduled a move for me for 300 cubic feet, and had me put down a deposit of $1340 USD, which I sent through e-check. I signed a bill of lading with them, number *******, attached below. We had a follow up call on 09/25/2024. I added a few items to my move-- small furniture, some boxes. They increased my estimate to 366 cf. I thought this was high-- from my calculations, it should have stayed at 300 cubic feet since I was below 300 previously. I expressed my concern to the agent and was told any space I didn't use would be refunded to me. I signed an updated bill of lading, attached below, and sent an additional $850 USD to the company owner (named **** ******) through Zelle.When my move date came, on 09/28/2024, I tried to call the Relocation Express to ask them when my movers would come and got no answer. Eventually, movers came under the banner of a company called ***********. They looked at my stuff and said there was no way they would move it for the agreed price. They demanded $5700 USD total, and said it would probably increase on delivery. In the contract I signed with Relocation Express it said not to agree to any price increases without calling them, so I did, repeatedly, to no answer. I emailed them as well and got no response.The movers said that Relocation Express never told them of the increase to 360 cubic feet, and even if they had, they would not have agreed to the price. I asked them to sign a document I wrote confirming that my list of items on bill looked correct (basically, I didn't add any cubic footage without telling Relocation Express) and that they were refusing to move it unless I paid an increased price. They signed it, and left.I called and emailed Relocation Express repeatedly, and eventually got through to customer service a couple of days later. The woman on the phone listened to my story and told me they could not help ****** like a full refund for my $2190.Business Response
Date: 10/28/2024
customer is being refundedInitial Complaint
Date:09/25/2024
Type:Service or Repair IssuesStatus: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.
a downpayment of ****** was made for an August ******* pickup. that date was then changed by them to the 22nd, which i told them was cutting it close as my home was sold and I was to be out end of day on August *******. They insured me they would be there. Several calls were made during that day to confirm. I was told they would be there between 2-5pm the drivers then called me at 4:30 pm saying they were not going to make it and that earliest would be 10am which would not work for me. They were rude and unprofessional. Calls were made to the home office where the lady stated she didn't know why it was cancelled. Long story short I then had to make other arrangements as like i said i had to be out of the home by end of day on 22nd. They broke a contract and still kept my deposit. I have made attempts via email from a ****? who said he was looking to get voice recordings and nothing has been resolved.Business Response
Date: 09/26/2024
The contract you signed had a 2 day pick up window. You were set to be picked up the second day of the window. You received a very cheep price on this move. In order to make it cost effective we needed to ship other peoples items along with yours. That's why we had the 2 day window because we needed to account for things like loading and traffic. Since we were set to pick you up with in the provided window there will be no refund given. We are sorry you were not picked up on the first day of your window.Customer Answer
Date: 09/26/2024
Complaint: 22337963
I am rejecting this response because:
The window as you can see on the receipt is the 21st which was cancelled by your company and the 22 which was again cancelled by your drivers! The 23 was not part of the deal
Sincerely,
******* ********Customer Answer
Date: 09/26/2024
This was the email that I sent right after receiving the cancellation call on the second day of August 22.Business Response
Date: 09/26/2024
As per the contract this was signed off on. We do our best sometimes there are thing we can not control. I have copied part of the contract you signed upon booking bellow. Pleas review
ESTIMATED PICK UP AND DELIVERY SCHEDULE: All pickup, load and/or delivery dates are only estimates and are not guaranteed. Relocation Express will not be responsible for loss or damages incurred by unavoidable delay Relocation Express will act on the behalf of the customer in resolving any claims or delay issues with the carrier. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates. IF PICKUP IS REFUSED BY THE CUSTOMER FOR ANY REASON, DEPOSIT IS FORFEITED. The date indicated as 1st available for delivery is first date of the delivery window and not the promised delivery date. All estimated time of arrivals are subject to change depending on many factors such as traffic, weather conditions, unforeseen mechanical problems or unexpected delays.
Business Response
Date: 09/26/2024
As per the contract this was signed off on. We do our best sometimes there are thing we can not control. I have copied part of the contract you signed upon booking bellow. Pleas review
ESTIMATED PICK UP AND DELIVERY SCHEDULE: All pickup, load and/or delivery dates are only estimates and are not guaranteed. Relocation Express will not be responsible for loss or damages incurred by unavoidable delay Relocation Express will act on the behalf of the customer in resolving any claims or delay issues with the carrier. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates. IF PICKUP IS REFUSED BY THE CUSTOMER FOR ANY REASON, DEPOSIT IS FORFEITED. The date indicated as 1st available for delivery is first date of the delivery window and not the promised delivery date. All estimated time of arrivals are subject to change depending on many factors such as traffic, weather conditions, unforeseen mechanical problems or unexpected delays.
Business Response
Date: 09/26/2024
As per the contract this was signed off on. We do our best sometimes there are thing we can not control. I have copied part of the contract you signed upon booking bellow. Pleas review
ESTIMATED PICK UP AND DELIVERY SCHEDULE: All pickup, load and/or delivery dates are only estimates and are not guaranteed. Relocation Express will not be responsible for loss or damages incurred by unavoidable delay Relocation Express will act on the behalf of the customer in resolving any claims or delay issues with the carrier. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates. IF PICKUP IS REFUSED BY THE CUSTOMER FOR ANY REASON, DEPOSIT IS FORFEITED. The date indicated as 1st available for delivery is first date of the delivery window and not the promised delivery date. All estimated time of arrivals are subject to change depending on many factors such as traffic, weather conditions, unforeseen mechanical problems or unexpected delays.
Business Response
Date: 09/26/2024
As per the contract this was signed off on. We do our best sometimes there are thing we can not control. I have copied part of the contract you signed upon booking bellow. Pleas review
ESTIMATED PICK UP AND DELIVERY SCHEDULE: All pickup, load and/or delivery dates are only estimates and are not guaranteed. Relocation Express will not be responsible for loss or damages incurred by unavoidable delay Relocation Express will act on the behalf of the customer in resolving any claims or delay issues with the carrier. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates. IF PICKUP IS REFUSED BY THE CUSTOMER FOR ANY REASON, DEPOSIT IS FORFEITED. The date indicated as 1st available for delivery is first date of the delivery window and not the promised delivery date. All estimated time of arrivals are subject to change depending on many factors such as traffic, weather conditions, unforeseen mechanical problems or unexpected delays.
Customer Answer
Date: 09/26/2024
Complaint: 22337963
I am rejecting this response because:
Did you not previously say there is a two day window both in which you cancelled? Where is **** who emailed me stating he is sorry this happened and would be reviewing call logs? August 21&22 were your two days given to me via the contract I attached! The pickup was cancelled BOTH DAYS contract was broken by your team! What you sent shows no signature.
Sincerely,
******* ********
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