Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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,
  
  ******* ********

• Initial Complaint

  Date:09/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 16th I entered into a binding moving estimate with Christian a customer representative with ********************** job no. E5382508 to move tool boxes and tools from ******* Arizona to ******************. After disussing the size and cubic feet we agreed upon a cost of $2120. A deposit of $932 was due immediately to secure the job and another $598 due upon pickup which we agreed would be September 13th and the another $598 due upon delivery which would be 5 or 6 days later. I authorized an electronic check with ********* for the deposit on August 17th, and signed the contract. On September 13th the driver came to pick up the tool boxes and determined that he was unable to perform the job as his truck was not equipped for that type of move. He thanked me, wished me luck and walked away. No monies were exchanged further and no services by Relocation Express were performed. On Monday, September 16th I contacted the office and tried to speak with Christian but he wouldnt take my calls. I ended up speaking with a ***** and then a ******* which advised me to write an email to **** the manager explaining why I felt I was owed a refund of my deposit since the company failed to perform a service for me, in which I did. I did not receive a call or email from **** and eventually I was blocked from placing a call to the office all together. No where in the contract does it say I can not get my money back if they are unable to perform their duties. Both ladies I spoke to kept repeatedly stating the deposit was nonrefundable. I received the information for Relocation Express on ****** with a satisfactory review rate.

  Business Response

  Date: 10/16/2024

  We can not seem to find this mile. Also we do not have a mark. Please make sure this is the right company. Many companies have similar names.

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22316676
  
  I am rejecting this response because

  If you will note, the address on the contract is Relocation Express in ******* Florida.  No one mentioned a miles.

  I talked extensive with Christian and I emailed Mark.  They are playing games now because they think they can confuse me.  I am not stupid.  And they did not provide a service for me and no where in the contract does it state that I can't get my money back if they fail to provide me a  service.

  
  Sincerely,
  
  **** *******

  Business Response

  Date: 10/28/2024

  This is very confusing because outside of Christian non of the people you mentions are employees here.

  Customer Answer

  Date: 10/28/2024

  Please advise if you received my response as to why I was not accepting the business 's response. 

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22316676
  
  I am rejecting this response because:  the people mentioned in my original complaint did work there at the time, or gave me false names or may truly no longer work there.  However unfortunately I was never able to have a conversation with Christian beyond the sales portion of the transaction even though I sent numerous emails which I've attached for review.  I also made several phone calls that were screened by a rude individual and needless to say we were never able to have a conversation.  At this point I feel we need to move beyond these unhelpful responses because I sent the email to **** the manager at the time as I was told to do, to the standard email address which someone got and read and could have helped if the company was not so subpar.  No where in the contract does it state that the deposit is non-refundable when Relocation Express is unable to fulfill their obligation under the agreement.  Therefore, again I'm asking for my deposit back
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 10/29/2024

  there is no manager named ****. We also have no received any emails.

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22316676
  
  I am rejecting this response because:  irregardless of who the persons name was, it was sent to Relocation Express general customer service mailbox/manager and some one should have responded to me and let me know where I stood at the time.  **** was the name I was given as the current manager and was told to address the email too.  I've attached a copy of the email that I receive no response from for you to review.  Personally I'm tired of going back and forth on this name game.  I'm not pulling these names out of thin air.  It was and still is very important to speak with someone of authority at Relocation Express who can address my problem and make this situation right otherwise further steps will be taken as instructed by my attorney. 

  Sincerely,
  **** *******

  Customer Answer

  Date: 10/30/2024

  I would like to additionally point out that Relocation Express appears to be a household goods mover as outlined on their contract portions I have attached.  I specifically discussed with ********* these were toolboxes and gave him the dimensions and weight of them.  Id also like to add that the driver told me when he determined he was not going to be able to move them that if they were couches, dining room tables, TVs, etc, he would have no problem but these were beyond his ability to handle. 

• Initial Complaint

  Date:09/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is Brannun *********. I am a 100% disabled Combat Veteran. In August of 2024, "***** ******" with Relocation Express (***************************************) contacted me and gave me a quote of $2,565 to move my 10x20 storage unit from *********, ** to ***********, **. On September 12th a different person (who would not divulge his name) contacted me from Relocation Express. They doubled my quote to $4,697 just five days before my move was supposed to take place. The same one employee was rude and utilized high pressure sales tactics to try and get me to pay the increased cost. This morning on September 16th, I received an email from **** ******* saying that my move has been cancelled and I am not entitled to my refund of $976. In hindsight, their website is very shady. There is a similar company called Relocation Express ********************** based out of **********. I mistakenly called them this morning thinking they were Relocation Express. They said that they frequently get calls from disgruntled customers and believe this company in question to be a scam. I know that dozens if not hundreds of other people have been scammed by this company and see no recourse. I want to spearhead this operation, and I need a bulldog on my side to lead this fight.

  Business Response

  Date: 09/17/2024

  On our first call when you told us what you were moving you gave us 48 pieces that you were moving. We estimated that you needed 428 cubic feet of space and gave a price reflecting that. A few weeks later in fact you told us you needed to move 91 items which we estimated at 858 cubic feet. I see you summited both estimates so you can clearly see this is true. The size of your move doubled and we only asked you for $900 more dollars when we should have asked you for double. You want to put blame this on everyone else and take no responsibility of your own and assume we would just move 2x the amount of stuff for free. As for calling a company in New Jersey I have no idea why you would do that. You were given the number to our office many times and it is on both contracts you uploaded to this complaint. We would be happy to move the original amount of items for the original price but if you want us to move more you must pay.

  Customer Answer

  Date: 09/18/2024

   
  
  Complaint: 22291718
  
  
  
  I am rejecting this response wholeheartedly. *Cracks knuckles* Let us begin.

  On August 10th, I was contacted by "Brian Miller" from Relocation Express in regard to a moving quote I requested. His phone number is 561-767-7123. While on the phone, I told him that I would be moving in the middle of September. I stated that I did not have an exact idea of how much stuff I would have to move, but that my 10ft x 20ft storage unit would be full by the time I am to move. "Brian Miller" was super nice, thanked me for my military service, complimented my car he heard in the background, and even offered me what I thought to be a nice gesture by giving me a military discount.
  
  He stated that he would need a list of everything I can think of off the top of my head to get me a quote. I explained that I did not have an entire list of all things I would be moving. He assured me that the list could be updated later and that it would not change the price of my move after the quote is finalized. So, I gave him an itemized list of all the big-ticket items that came to mind. He said that a week before my move I would get a phone call to add any additional items to my move and that these items would once again, NOT change my quote. Then, because I was on the road and unable to use alternative forms of payment, I made a $976.55 Zelle payment to "Erick Raskin" who was the alleged boss of "Brian Miller" (Reference the estimate from August 10th. Also note the customer Representative name at the top is "Brian".
  
  On Thursday, September 12th I receive a call from Relocation Express. This time, a different person. He said that he would need an updated list of all the items I have. So, I gave him my finalized packing list. He said that these additional items would change the price of my move (reference the estimate from September). Also note that this is a different person I spoke to, yet “Brian” is still on the estimate. Isn’t that weird? I said that I would not pay the additional price as this is not what was agreed upon. He said because of my additional items (and nearly doubled cubic footage) that this would double the price. Well, that logic makes sense from a cubic feet and space standpoint. However, as mentioned earlier; Brian Miller stated my quote would not change. I asked for a refund, and he said I would not be able to get a refund because I signed a binding moving estimate. This man from Relocation Express said that they could still move me for the agreed upon amount but that if they run out of room, I would be responsible to move everything else that doesn't fit. He then proceeded to bash my military service. I will summarize what he said over the phone: "Look, I don't know what Brian told you, but I'm not Brian. You should know by now that you can't trust everyone. You have traveled the world and fought in a combat zone. You know the only person you can trust is yourself. So why would you believe what Brian said? Why would you fall for his tricks? His whole job is to reach out to customers and get people on-board with the company. My job is to calculate how much the move would cost". Of course, I paraphrased however; I find what he said to be quite enlightening. This "moving company", if you want to call it that, utilizes high-pressure, dishonest, and sleazy tactics from the get-go to sucker people into paying a deposit. It isn't until later (right before someone has to move) that the real price of the move is made aware to the customer. Anyways, let's continue.
  
  So, later that afternoon I typed up a giant email saying that I either want the agreed upon price to be honored and all my belongings moved or that I would be requesting a refund. I then get a call saying that if I want to cancel the move, I would have to get on a recorded line with a manager either Friday or Monday to officially cancel.
  
  Fast-forward to Friday the 13th of September. I called "Relocation Express" at (877) 807-6910. I speak with a very rude woman. She began to yell at me saying: "Sir, I don't know why you refuse to pay the additional money". I then asked to speak to a manager. Conveniently, all the managers had Friday off and she promised me I would receive a call on Monday. So, I do some hunting and find their "address" in Florida with a number attached. I call the number and reach a "manager" who is not in the office. He said he would do everything in his power come Monday morning to fix everything. 
  

  Monday morning, September 16th, I call them at 8am MST (10am EST where they are located) and receive no response. Strange since they should be open between the hours of 10am and 6pm EST. I understand though. Sometimes in life, things happen and big businesses have absolutely nobody to answer the phone during normal business hours. So, I give it fifteen minutes and call back. I once again reach the woman from Friday (who is obviously driving). She says that she is heading into work and will call back in a few minutes. Well, a half hour goes by, and I never receive a call so I call back. She said: "I will get a manager to email you". I said: "No, I want to speak with a manager as promised before deciding to cancel my move". Fifteen minutes later I receive an email from "John Peabody" stating: 
  

  "This email is in regard to the request for cancelation and a refund for job E5382384 booked on Sunday 09/12/24. We are sorry to hear that you decided not to use our services. Unfortunately, due to the contact that was signed upon booking which states the following listed below, you will not be receiving a refund. This contract was signed by you time stamped    Saturday, 08/10/2024 03:48:16 PM (ET) from IP Address: 174.201.0.151 . Your move has been here by cancelled and no further action is required by you or any other party but if you do decide you use the service within the next 12 months we will credit the deposit towards that move. We wish you best of luck with the new relocation.
  
  "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'." 
  
  So not only did I never receive the call that I was promised to speak with a manager. I was also never put on a recorded line with a manager to cancel my move. “John Peabody” went ahead and cancelled my move without giving me the opportunity to discuss the cancellation which may as well be theft as my deposit went up in flames and both parties never agreed to a cancellation verbally, on the phone, as previously discussed. Ever since I received the call to increase the cost of my move “Brian Miller” stopped answering calls and texts and any other employee I could get in touch was rude and utilized high-pressure sales tactics in an attempt to get me to send more money for the increased moving cost. All you have to do is read what everyone else is saying about "Relocation Express" on BBB. There is a reason they are not BBB Accredited. From the experience I had and further reading of these complaints I have been able to summarize the business model for "Relocation Express". Ready? Here it goes.

  1.) Use a nice person (we will call him "Brian Miller") to reach potential customers.

  2.) Have "Brian Miller" blow smoke up your rear end and bait you in with a quote that beats out all competitors by at least 50%. He will make you promises that the estimate will not change. Although, the binding estimate will change and the customer will 100% of the time take the hit.

  3.) "Brian Miller" will ask you to send you the appropriate % of the cost (deposit) through an obscure payment app to a manager. We can call the manager "Erick Raskin". Just make sure you know that you can't send the money via credit card because they don't accept credit card. (I will give you a hint. It's harder to dispute fraud if you pay with debit or money apps like Zelle, CashApp, or Venmo).

  4.) Relocation Express will wait until you are stressed and desperate (about a week before you move). They will then call you and double or triple the price. If you back out, they just made an easy lump sum of money off the customer without doing any work (the deposit). If you double down and pay their increased binding estimate, they will make even more money. Want to know why? Well, when a "brokerage" doesn't actually follow through and complete a move for their customers they make a LOT more money. (Read other complaints. Yes, this happened). 

  5.) Pressure, harass, and deny. Read the reviews. Never once has this company taken responsibility for their actions. What ever happened to "the customer is always right"? They will dodge your emails. They will dodge your phone calls. Then, when you make it this far to BBB they will place the blame on everyone except for themselves.

  Every time I read another complaint on BBB all I see is a classic bait and switch scam. If this business was a good business they would work with customers and find a way for both parties to be happy. Sure, it isn't always possible to make both parties happy. However; the last thing a good business would do is go straight to blaming the customer and being ugly on a BBB complaint page. Relocation Express leans heavily on their "binding estimate" to justify legal means of collecting money from EVERY customer they do business with. If that is how a "legitimate" business operates then I must not know the first thing about business ownership. I wholeheartedly regret my moment of weakness falling into this scam. When something sounds too good to be true, it probably is. I have known that all my life, and in this case I had a lapse of judgement. After 6 years of honorable service, a combat tour, and a laundry list of disabilities I am ready to start my life in a new state and my "welcome home, thank you for your service" gift from Relocation Express is them bending me over the barrel. I am not special. However; when I look at the complaints against this "business" I see a lot of other hard-working Americans that were wronged by an illegitimate business employing deceitful practices all to make a quick buck. 

  It was so simple. All I politely asked for was a refund. The original contract changed (which should require a new contract) henceforth making the first contract null and void. Sometimes, bad businesses and bad practices continue to wrong the customer over and over again until finally; the right customer is wronged. I look forward to reading the upcoming grammar nightmare.
  
  
  
  

  Business Response

  Date: 09/30/2024

  we are looking into this

  Customer Answer

  Date: 10/01/2024

   
  
  Complaint: 22291718
  
  
  
  I wish to keep this complaint open until I see the results of the business looking into the matter. I am happy to hear that the issue is being addressed and look forward to the resolution of this case.
  
  
  
  Sincerely,
  
  
  
  Brannun Armstrong

  Business Response

  Date: 10/15/2024

  How many time are you going to submit the same complaint .. We addressed this with you many times. You wanted to be stubborn and not take recommendations about spacing. You thought you knew better then people who do this daily. I dont know what else we can say being that you submitted the same complaint over and over again.

  Customer Answer

  Date: 10/15/2024

   
  
  Complaint: 22291718
  
  
  
  I will continue to keep submitting a complaint until my issue is resolved. Your company has become accustomed to thinking they can rob people and then bully them with the use broken English and ugly responses. The "business" you operate uses unethical and fraudulent practices; plain and simple. The last response I received from your page on September 30th, 2024 said: "We are looking into this." from Andrew R. You want to be rude and tell me that I am stubborn? That's funny considering I'm responding to someone who doesn't know the difference between "than" and "then". How's that for stubborn? How on earth would you know more than me about the subject of moving if basic grammar is incomprehensible for you? That's likely the reason why your company believes you can draft up a "legally binding document" that keeps people from getting their money back after they have been scammed. Want a news flash? A written contract is only as legitimate as the company that drafts the contract.  Shady business practices, telephone bullies, and those without basic dignity and respect for their fellow man are the backbone of "Relocation Express". Meaning... your contract is worthless. Now, put the real Andrew R back on the BBB thread and have him give me an educated and insightful response. I expect the next response will include the findings from the real "Andrew R" because this C Team response was almost laughable. Send in the A Team!
  
  
  
  Sincerely,
  
  
  
  Brannun Armstrong

  Business Response

  Date: 10/16/2024

  You are free to  keep submitting the same complaint over and over again nothing has changed 

  Customer Answer

  Date: 10/16/2024

   
  
  Complaint: 22291718
  
  
  
  Perfect. I will continue to stand up for myself and the numerous others on your BBB page; not to mention the dozens if not hundreds of others who were unable or unwilling to denounce your business publicly. I took the time to write pages of explanation as to the events that transpired and the best "Andrew R" can give me is a sentence or two responses at a time. You have the audacity to call me stubborn, yet you are unwilling (and likely unable) to refute what I have said in a thorough manner. I'm sure this is because Relocation Express doesn't have a leg to stand on. A legitimate business that prides itself on the customers experience would have already devoted someone at the higher management level to solve this problem so that everyone can move forward. I learn more and more about this company with every response and the learned information confirms what I already know to be true.
  
  
  
  Sincerely,
  
  
  
  Brannun Armstrong

• Initial Complaint

  Date:09/13/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Relocation Express a moving company agreed to move furniture from ** to ** for $1,800, agreed on $650 down payment, which was withdrawed 0n 8/27/24 but in addition they also unauthorized withdrew $1,000 on 9/9/24, Relocation express gave the job to Sala movers who then requested $3,000 and wanted payment only through Zelle, when I decline to do so, I requested my deposit back, they refuse to, now I am out of the unauthorized withdrawal and my deposit a total of $1,650 and my furniture is still in storage in **, please help, I am 70 yrs old and on a fixed income

  Business Response

  Date: 10/08/2024

  Hi 

  We agreed to move 300 cubic feet for the at price. We asked you for another $1000 because you wanted to add more items which would exceed the 300 cubic feet. You said you would not pay it. You told us to  keep you as a customer we would need to move the other items for free. You signed a binding agreement that tells you the deposit is non refundable. The contract also states that if you exceed the allotted space you would be charge accordingly. We were willing to move the 300 cubic feet the original price. You told us you wanted to cancel and like we told you the deposit is non refundable. 

• Initial Complaint

  Date:08/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted with Relocation Express to ship my goods from ********* to *****. 3 days out, **** called to review the inventory. I told him I would call him back in a few hours, which I did. He then said "I will call you back in 10 mins." I called him repeatedly over 48 hours - he never returned the call. Finally on the eve of my move, I called him AGAIN and asked why he didn't call back, he said very rudely "well maybe I was busy!" I told him that was unprofessional and he hung up on me. The next day, the movers were no show, no call. I called RE and got a recording that said it's after hours, send an email to support. I sent multiple emails - nothing. I was forced to pay a storage company over $500 to pick up all my goods and take them to storage. Then ******** called and said I PROMISE the movers will there tomorrow. I waited all day at the storage unit. the driver called late in the day to say he broke down and was not coming. I was due to fly out that night, but had to change my ticket at further expense. Again, ******** PROMISED someone would come the next day between 8AM and 9AM. I also mentioned that **** never took an inventory and I had more items to add, and he said "don't worry about that." The next day the driver finally called at 11AM and arrived at ****. He said "RE reserved 300 cubic feet and you have 800 cubic feet. You need to pay over $3,500 more or we walk." They walked. It was a Monday mid-day, but when I called RE I got the after hours recording the rest of the day. when I finally reached them, the receptionist refused to take a message and hung up on me. Multiple calls and emails later, no response. The company is owned by ***************************. I will be suing them in small claims court.

  Business Response

  Date: 08/29/2024

  we will look into this

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22213244
  
  I am rejecting this response because:
  

  "We are looking into this" is their way of stalling on refunding my money.  I paid them $1,650 as a 50% deposit on the move.  Their no show over the course of 2 days meant I had to change my plane ticket ($179) and move all of my things into storage which cost me $512.  None of those expenses would have been incurred had they not failed to show up 2 days in a row.  And on the 3rd day they STILL did not pick up my items - the driver said my items exceeded the space reserved.  When I could not reach anyone with Relocation Express, the driver left. 

  I tried multiple times to give an inventory to **** but he was quite rude and hung up on me.  There was no one and no other opportunity after that to provide an updated inventory.  I called them all day on Monday, Aug 26 and despite it being a normal work day, their phones were on the after hours message the entire day.  They have no voice mail and no one responds to the email address for "support".  I sent multiple emails - still haven't had a single response. There is nothing to "look into" on this....the facts are clear.  They failed to provide the service contracted for, they are in breach of contract and they owe me the money.  Not later, now.  I have filed this complaint, as well as one with the FMCSA.  I plan on filing a small claims lawsuit Tues morning if they have not responded by then and I will go after all the money they owe me for all expenses incurred due to their multiple failures.  I offered in writing to go to mediation - of course, no response. 

  I have posted reviews on 5 websites to alert people to their scam.  ************************* will wish he had simply paid me off when this is all said and done.  It is a clear cut case and when they lose in court, they will also owe me all the court costs on top of the other expenses.      
  Sincerely,
  
  *******************

  Business Response

  Date: 08/29/2024

  Yes, we know you left reviews everywhere. You are NOT getting a refund. You miss represented what you had. You never called us back when we scheduled a call to go over your things. You said you would go to the unit and never called back. You have been a nightmare from the very beginning. When ever you have a business that deals with the general public 99 percent of people are good people and easy to work with with. The one percent like your self are the ones who cause problems for every one. 

  Customer Answer

  Date: 08/30/2024

   
  Complaint: 22213244
  
  I am rejecting this response because:
  

  LIARS!  I called **** back multiple times and could never reach him.  When I finally got him 12 hours before the move was supposed to take place, he refused to talk to me and hung up on me for the 2nd time. When I spoke to ******** the night before the 2nd set of movers were supposed to show up and didn't, I told him I had things to add to the inventory and he said don't worry, they can deal with it when they get there. then when the 3rd set of movers finally showed up, they said they didn't have enough room for what I had and walked off.  Yes, I am angry because you have cost me a lot of time and money, and you scammed me for $1,650.  You are frauds and I will collect in small claims court because you have no legitimate excuse for all of your failures, lack of communication and extremely rude employees.  Now I can see why **** said "I don't have to be nice to you - I am not in customer service."  He learned from you that is an acceptable way to treat people.  I am very fair with people who do business professionally but you do not.  You have dozens of terrible reviews on Reddit and other sites and now I know why.  I will pursue my claim in court and I am talking to the ***** today about the complaint I filed with them to be sure they are aware of your fraudulent business dealings.     

  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***** from relocation express started this transaction in 5/24. I explained to him my mom going from ******** to *******. We could be flexible with our dates in August. It was aam apartment with approximately 20 to 25 boxes and one queen size bed only. he said based on the volume, he would put us with another truck. Binding estimate was $1655.04 for 300 cubic ft and $615.50 Paid by credit card. On August 6 week, my mom reached out for date time confirmation pick up. We were told we would get a call. She reached out again the day of the 12th and was told we would have a call from the driver about an hour or so in advance Driver called and showed up at 5:40 PM Monday An unmarked white truck showed up with two gentlemen. they stated the amount of items was ************************************************************************************ money order was allowed. The one gentleman started moving items into the truck prior to my mom signing any paperwork. The other gentleman kept insisting she sign paperwork told her it was going to be an additional $75 per trip because we had such a long driveway I have pictures that show it is 45 feet. he refused to take the items off the truck when she said the price was over double what we were quoted. After she signed it, he finally then stated it was 400 ft. over the original 300 ft. Sala moving in storage was a van company I called relocation express the office at 5:48 And the woman who answered said I dont know thats just an estimate. Ill call the driver and let you know. I never received a call back from her. I called four more times that day. I have emailed also. I was hung up on when I asked to speak w **** or *****. I spoke with the driver on 8/12 Who said yes it was more cubic feet would not show me the items or the measurements told my mother he had a follow her to the *** for cash. Very shady his contract high high price per cubic ft More documents available

  Business Response

  Date: 09/09/2024

  We are sorry to hear you were not satisfied. We do our best to estimate but when it is a small move we can not come out to the house it is just not cost effective. We are off a bit by 100 cubic feet which is not that much. We do not have a **** here so I am not sure why you wanted to speak to him. We do our best to estimate the right CF estimated and we do apologize that we were off a bit.     

• Initial Complaint

  Date:08/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This moving broker would not provide any details regarding the contracted movers that were to have contacted me by the day before my move. The employee I spoke with had a disgusting attitude and would not give me her name, let me speak to anyone else, would not tell me the name of the moving company, and would not give me their contact information. She instead laughed at me and would only say that the movers would likely arrive between 12 and 2pm and that they would call me that day. So at less than 24 hours away from me moving out of state, I don't know for sure when they'll arrive, how my apartment should be organized for them, or have a timeline agreed upon for delivery. I also couldn't get ahold of the man who I directly booked the move with. The movers didn't reach out until the next morning - the morning of my move. After figuring out their company name, a quick search revealed numerous complaints online including customers stating it's been 6 weeks and they still haven't received their belongings. When I asked the mover about the complaints he basically said they're all lying. This broker and its contractors are running a scam by giving low-budget quotes while requiring a large deposit to be paid up-front by e-check so customers can't dispute the charges with their banks. The contract also has clauses that don't require them to adhere to any timelines and frees them from any and all responsibility regarding the move. I wish I would have asked my family members who are attorneys to look over this contract and to help me research these companies before booking. This is my first time using movers and I'm a single woman in graduate school. As a student, I really can't afford to forfeit the $765 deposit I paid or to book a completely new move, but the only other choice was to basically have my belongings stolen. This has been a horrible experience but it's definitely a mistake I will never make again. Please do not book with this company.

  Business Response

  Date: 08/11/2024

  we are sorry about your experience we will be looking into this

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22122711
  
  I am rejecting this response because: no specific action is being outlined nor any effort to right this wrongdoing. Relocation Express caused undue stress on me as an optometry student moving out-of-state to complete my 4th year clinical rotations. I do not have any income at all, let alone a disposable income. After having to forfeit my deposit and book new, trustworthy movers at the last minute, this move ultimately cost twice the amount I was prepared for. With losing thousands of dollars, I am now in a poor financial situation for the foreseeable future. The right thing for this company to do would be to return my deposit.

  It may also be worth noting that the disrespectful woman I spoke with claimed to be the owner of the company, which I do not believe for a second. A company owner would never speak to or treat their clients the way that she did. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I contacted this company seeking moving services. We were quoted a price and had to pay a $500 deposit, which was paid on July 29, 2024. We were scheduled for a move on July 30th. The movers showed up and instantly stated we were under quoted and that it would be at least $2000 more. The driver went to his truck to make a call and then drove off. When we contacted this company, we were told that the movers knew what they were doing and that it would probably be that much. We told them that we were not willing to pay that much more and asked if we could just continue with the agreement and move the amount of items that would be covered under the current agreement. The person on the phone hung up. When we tried to call back, she states that if we wasn't willing to pay more then there is nothing they could do. We asked for a refund and was told no. When we stated we would dispute it, her reply was do what you have to do. This company violated our agreement and committed fraud by creating an agreement they had no intention of honoring. They were given a complete description item by item of everything that was to be moved and all instructions. Why would you purposely under estimate a service just to defraud the customer into a service agreement. I need my money back.

  Business Response

  Date: 08/27/2024

  we do not have a file under this name. Was there another name on this file. Can you provide us with a job number?

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22079666
  
  I am rejecting this response because: to answer your question. The order was placed under my husband's name. *************************. Our move date was scheduled for July 31st. The address was **************************************************
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/29/2024

  We have no record of this. The name that was given is not in our system

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22079666
  
  I am rejecting this response because: I have a copy of the bank record. It won't let me attach it. The funds were withdrew through an electronic check on 7/25
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/19/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 17, 2024, I entered into a contract with this moving company to move our belongings from *****, ** to **********, **, a deposit of $883 was made to the company named in the contract, contract was drawn up by a gentleman named *********************************. He assured me that the move would be handled with no worries. On June 25, 2024, *********************** called to get a list of items to be moved, at this time he tried to upsell and renegotiate the price, stating that we needed more room for the move, I declined the offer and stated I would get rid of furniture if this was the issue. ***** stated that it was fine and left the contract as is and assured me that the movers would arrive on scheduled date, July 28, 2024. No contact from movers on that day. I called ***************** was told they would be there between 12-2pm on the 29th, no one showed up, this was a Saturday and customer service is closed. After emailing and calling every phone number I could find, a supposed dispatcher called from a phone number that came across as a ****** shop he stated that it would be 6-8 pm. Again no one showed up. We had to rent a U-haul,and a trailer and move ourselves. on July 1, 2024 I called the company and requested a refund, customer service stated i would get a check in 14 days, I have not received anything. I called and was told an **** would call me back and I have not received that. I tried calling and left a message per the answering machine message, still nothing. While I personally feel we should get more for our troubles, I just want the $883 back. I have no invoice because the link they had sent me shows move was completed, which it wasn't.

  Business Response

  Date: 07/21/2024

  Lets at least tell the truth about what happened. We did speak to you before the move this is true. You wanted to add items and not pay for the space it took up. This was not an up sale. You want to use more space it costs more. You declined and said you would just take what you originally told us you had, which is fine. The driver called you when they were on their way. Your husband was verbally abusive and began to make threats  The driver let you guys know he will not work with you guys if this is how you would act. Your husband calmed down and agreed not to act that way. The driver called again to say he is almost there. Again, Your husband started with the threats, which he did VIA text and we have copies of this. The driver said he will not deal with people like you and will not pick you up. We sent you a check to the address you have have on file over a week ago. I do find this funny how you just write this complaint and act like some innocent victim. If you husband would have just acted like a normal person you would have been picked up with no problems

  Customer Answer

  Date: 07/22/2024

  I wasn't adding items that I had already discussed with ****************************** just continued to say it was more than what the original quote was.  Also I really have no idea of what my husband said to the driver or the dispatcher.  And we have not received any check whatsoever. When exactly has this check gone out?

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 22014674
  
  I am rejecting this response because:

  I wasn't adding items that I had already discussed with ****************************** just continued to say it was more than what the original quote was.  Also I really have no idea of what my husband said to the driver or the dispatcher.  And we have not received any check whatsoever. When exactly has this check gone out?
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/05/2024

  Again, The truck was on the way there. The problem was the customer was abusive with the driver and the staff over the phone. If you knew how to speak to people like a normal human being we would not have had this prob. Again we sent a check weeks ago

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22014674
  
  I am rejecting this response because: while they keep insisting that they sent a refund check I still have not received anything. I would appreciate some proof of supposed check they have sent. A check number, when and how it was sent. I feel over a month is ample time to receive it.  I would appreciate it if they would reissue a new check to my address listed in this claim and provide a tracking #.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/06/2024

  I just called the bank the check as not been cashed we will send a new one. We are going to send it to the same address  *******************************;omaha  NE  *****

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22014674
  
  I am rejecting this response because:

  I still have not received replacement check. As you can see on this complaint and being as we hired you to move we are no longer in ********, please use the ** box *********************** address provided in the complaint 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB,I received a fraud quoted and got in a contract on a SAME DAY door to door moving service, and later was only given a service with another pick up window doesn't work for me and a 7-10 business days moving window.I quoted a same day residential moving service from ************ to ************ for 6/28. On 6/22, the sales rep ***** called me and provided me a quote of $1505 for my inventory list for SAME DAY moving. The price is reasonable for the same day moving service. I specifically mentioned I reserved the loading dock for 6/28 2-6 pm and asked him to confirm with the driver and make sure it's doable. He confirmed. I asked him to include the date in the contract. He explained to me the move date 6/27-28 windows is the pick up and drop off date also. He needs a backup date 27 in case 28 is a bad weather, but put down my preferred date as 28. We signed the contacts and I paid the $465 deposit. On the day before moving, I called the customer service and asked for the confirmation of my pick up time, then the customer service told me they can pick up on 6/27 (only option), and then drop off will be 7 to 10 business days later. It's against the agreement between me and the sales. The customer service highly asked me to take it or to cancel it, and highly suggested me if I request to cancel she will try to get my refund back. I then emailed and asked to cancel the service refund. And immediately received an response with cancellation with no refund. With the wrongful binding agreement, I request to have my full refund back, and additional expense for me to look for the replacement service in the last minutes.

  Business Response

  Date: 06/27/2024

  We were set to get you picked up yesterday. The contract you signed did not say anything about the good arriving on the same day. You may have assumed it would have but that was never agreed upon