ComplaintsforXtreme Relocation, LLC

• Initial Complaint

  05/31/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  ******************* coordinated a move of household belongings from a storage unit in ************, to my residence less than 10 miles away. I paid a deposit to Xtrement Relocation, but neither the movers or the vehicles stated any name whatsoever. I was told they were to arrive at **** in the morning. The day of, I was then told it would be ****. Sometime after ****, I called since they had not arrived. I was then told it would be another hour before they would arrive. I knew there was a lot of goods in the unit, and I was not happy about this significant delay. The movers then didn't show up until almost ****. At **** I had to pick up my dogs from the dog care for the day as I didn't arrange for overnight boarding based on the original arrival time. The movers left leaving my house open during the 15 minutes I was gone retrieving my dogs. ************ did NOT assemble my dining room table, nor put in the glass on the china cabinet, set up the bedroom, or put the large items where there were to belong. I specifically said items needed to be in certain rooms, but that was not done. When I called about the table, I was told that they didn't have the parts, but the parts were packed with the legs, so they didn't even look, as they wanted to leave. The people knew how much was in the storage locker back in November when I contracted for this move. I was not informed that the movers supposedly came from ******* not ******. I then had to hire another local mover to assemble all the items that were left undone by this company and I had to pay the minimum and I have tried to contact this company, but they never return my calls to discuss.

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On October 22 I booked a trip to take my car to Delray Beach Florida their file number ****** with a scheduled pick up in Pennsylvania on November 24 plus or minus a 10 day radius. That pick up never occurred in the meantime I was asked to provide a $400 deposit in order to guarantee the pick up in Pennsylvania. I booked the trip and made the check out as per the information of a man by the name of Stuart phone number ************ extension 102 told me to do a check by phone for $400 the pick up never occurred as I said and we had called over and over and over again to no avail we landed up having to drive the car down in December ourselves We have been trying over and over again to contact the company Jennifer T**** S****** and the owner Karen C**** we get no responses simply put we are just looking for our $400 refund for a service that was never completed. This is our complaint and this is our request please respond

• Initial Complaint

  11/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction: 9/12/21 Amount of money paid on delivery : $1,250 What the business committed to provide : delivery on 8/7/21 and didn't deliver until 9/12/21. Nature of dispute: was over a month late . Per my contract they're suppose to pay me back for being late . A price as negotiated through texted with the manager of the company upon delivery but they didn't follow through . They made me pay the full amount which I shouldn't have because they were over a month late with my stuff. On top of that there were damaged to my items. The manager of the company Jennifer T. agreed to process a claim for me because my experience was so horrible , and I have not heard from her in about a month . She, along with the company refuses to take my calls now and texts. I'm trying to get my refund if the $1,250 that I wasn't suppose to pay as well as extra on top of that for a damage flat screen tv and a bed frame that was broken Into pieces upon arrival. The business has not tried to help me at all , they will not pick up my calls. I have screenshots and records of emails with time stamps and proof saying I wasn't suppose to pay that amount . As well as paying a negotiated amount, but that didn't happened as planned. Account/ tracking number : all I have is what's on my bill of lading contract through Chicago moving systems - DOT: ******* MC: ****** Contract through Xtreme Relocation: DOT: ******* MC: ****** Manger of this place who ignores my calls and texts : Jennifer Attached pictures : a paper receipt - the driver made his own receipt instead of a legit one , his number is on there for reference Jennifer's text : apparently I was suppose to get an inventory list and I didn't receive one , nor were my boxes tagged like they were suppose to be . I had to just go with my gut that all my boxes were off the truck . Rest of the pictures uploaded are damaged items : tv dents, broken bed frame and box clothes

  Business response

  01/21/2022

  Business Response /* (1000, 10, 2021/12/23) */ To whom it may concern, Client booked her move with us for pickup on 7/27, the truck arrvied, and left after a disagreement. After back and forth with client, she asked us to send the truck back to pickup her items. The pickup was done on 8/6. Delivery from CA to LA according to the moving company's tariff is 25 business days. Client never booked for guarnateed delivery day, as this is an extra charge. On the pickup day on the moving form the client needs to indicate what is the first available day for delivery, so the company will not deliver it ahead of time, the client wrote done that the first available day is 8/7, this is where the confusion ocured. According to the time frame above, the moving company was 2 days late, each late day is $15.00. Jennifer, our GM helped as much as she could. Please udnerstand that we are the broker, once the client agreed to the moving team and an agreement / contract has been signed with the moving company, our contractual obligation is done and over. Jennifer kept assisting out oh her good will and her own time. $1250.00 was the balance due, and for any other refunds or claim, it must be done after the delivery. All the information for the moving company wassent to client, and we will provide it here as well. The moving company is the one that is in charge of claims and refunds: Chicago Moving System, Physical Address: ****************, ******* *** XXXXX, **********, ********** The person that handled the move is: ******* **** **********, **********************, ********* XXXXX Insurance ifnormation: Attn: CUSTOMER SERVICE Address: ******* ***** ********** ** ** XXXXX Telephone: (*************** Fax: (*************** and / or Attn: LLOYD'S ILLINOIS INC Address: **************, ***** **** ******** ** ** XXXXX Telephone: **************** Fax: ***************** Hoping the information above helps. Plase let us know if we can be of any further assistnace. Customer Care Xtreme Relocation Consumer Response /* (3000, 12, 2021/12/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm not accepting this response because they are missing out on a lot of details. First of all when booking with Stuart, he never gave me an option to choose " guaranteed delivery day otherwise I would have taken it in a heartbeat because I was on a specific timeline. I have texts to show for the conversation that it was never offered. When me and Stuart discussed time of pickup and delivery , I gave him dates and all he said was " okay". There was no follow up whatsoever on whether I wanted guaranteed day delivery. Again I have texts as proof of conversation. There was a phone call made as well prior to booking and if they record calls like they say they do , he also didn't bring it up then. I told him I was new to this process , therefore as a consultant you should explain and offer everything that the client might be interested in. Second, yes the driver had to come back and pick up my stuff because I asked him to leave my house after I felt uncomfortable about the situation. The way he was explaining the mo new situation didn't sound right and instead of him explaining it to me he was raising his voice at me out of frustration. I got scared and decided to call my mom because I was by myself with this man yelling in my house. He then proceeded to grab my phone out of my hand when I was calling for help, so yes of course I would ask the driver to leave my house and not touch any of my stuff. The only reason he came back wears because Jennifer T. said he was the only driver available. He came back the next day to retrieve my stuff. Also the pickup was NOT done on 8/6/21 it was done on 8/3/21. The drop off of my stuff didnt arrive until 9/12/21 which is way past the time I needed my items . That was set for 8/7/21. So the company was not 2 days late, they were more than 2 days late. Third, Jennifer T. only he;pled to a certain extent. Although I was grateful in the beginning , she completely started to ignore me after a few days out of the blue. Again I have proof of texts stating everything. She mentioned how I wasn't suppose to pay the full amount of $1250 or whatever amount because the company was late. She agreed to help because she knew this was a horrible driver that had my stuff. She then told me she would take care of the filing process and for me to email her my damaged items so SHE could tale care of it. Now , if she didnt want to help me then she should've said it because she wasted my time. I have proof of emails and texts of all of this. After awhile she started to ignore my texts and calls when I would check in. I was not looking for a specific date, I was checking in because I wanted to know the process and what else she needed. She just continued to ignore my calls as well as Stuart. She wasted my time for time I couldn't filed on myself. So again she shouldn't have offered and then chose to ignore me. If she could help me file then she shouldn't have offered or just given info on steps I could take. I also have proof of someone else calling on my behalf and because she didnt want to get caught she used a fake name as Karen, even though her voice is very recognizable because of her accent. So the she basically lied while on the phone. She also gave me an email for the arbitration process that no one has yet to reach out to me and now its been months. So either its a fake email or its looked at by her and she didnt want to answer . By law they have to give me the arbitration process. Fourth, the company that they went through basically has no working number so I wasn't able to contact them at all. I even had to call the horrible driver to get the phone number to this "company" and the number said it was no longer a working number. Which is why I kept having to come back to Xtreme relocation. Again Jennifer T. told me in Text and over the phone that I would be paying a discounted price because of how bad the service was with this driver. She even passed it on to another lady who no longer works works with the company which I think was named Raquel. I would have to go through my emails and texts again. But even she said along with Jennifer that they spoke to the driver about a discounted price. Again if they record the calls like they say they do then that will show up in the records. But instead I ended up paying the $1250.00 for a horrible job and damaged items. Which is also another thing that Jennifer said she would take care of for me ,I have this in texts. My items were damaged and I should get a refund. Again I can't contact the company they went through because it doesn't have a working number. I refuse to contact that ride driver again for any information because he also threatened me to where I told him I was going to call the cops when my stuff gets dropped off so that there wasn't a problem. So this response that the company made , I'm not accepting . Customer care should've reached out a long time ago with a solution or info should've been passed down . But instead they ignore my calls and texts when I ask for further information and only respond when I decide to make a complaint like this. The issue will be resolved when they admit their wrong doings in this process as well as a refund that Jennifer T. told me I would be getting Business Response /* (4000, 14, 2021/12/30) */ Client claiming that no option for guaranteed delivery was offered, this is not true, the client did not want to pay extra fees. We are aware to all communication from emails, texts and phone conversation. Customer asked for time of delivery, we have advised h the avarage time it takes to arrive. That said, in the moving industry things that are not under our control can happen (just like in every other industry) and delays may happen (just like in every other industry), and to prevent 'he says she says' situation and to kow how to handle situation that do not go as plan we have legal cotnracts, laws and regulations. The client is right about asking the driver to go the first time as she did not feel comferable, the next day we spoke with her, offered her to either go with that driver and he can come within the next few days, or as her broker we can locate another movign company, she wilingly chose to go with the same driver, nothin was forced on her. Jennifer told her he is the only driver in that area that time and it will take few more days to get another truck in that area. She moved out from a location that is between the bay area and LA, so we need to send a truck especially to her area, again, both options were given to her, she could have cancelled the service as well, but the client chose to keep moving with the driver she claims she felt uncomfertable with. We are here to provide moving services, not to understand clients' decissions about the driver. We gave have few options, she chose one of them and we moved on. The legal contract clinet signed clearly states: "The delivery period shall go into effect from the earliest day you are ready to receive your shipment." the first request for delivery was 8/7, Delivery from CA to LA according to the moving company's tariff is 25 business days. According to the calendar the time frame for delivery is 8/7-9/10. Jennifer did say that the company needs to deduct the late days from the bill, but she never told client not to pay, if they did not deduct the fees from the amount, there are legal channels that needs to be followed, Jennifer also advised client that if you do not feel comfertable, to have someone with you on delivery as well as she provided the client with the DOT information, and advise client that she has the right to have DOT officer with her, client told Jennifer that her uncle is a police officer and that he will be there with her, but she decided at the end that she is ok with the movers and not to call anybody. Jennifer tried her best to be there for client for the balance due and supposedly damaged items, which is not her job and did it out of the goodness of her heart as our contractual obligation endded when client's items were on the truck in CA, Jennifer gave all the needed information to client to keep on following on her own. By law the client is entitle for an arbitration process and can file it with the mvoing company that perform the move. Please send us any emails or avidence for refund offers from our company to you. If a refund is needed, it needs to be paid by the moving company. However, we are willing to go the extra mile for the client, and provide a one time refund of $100.00. Thank you Consumer Response /* (4200, 16, 2022/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once again , NO info was given to me about another option for guaranteed delivery . I can provide the texts if you would like because I have every text from Stuart . It was not offered over the phone whenever there were any phone calls , like I said you guys say you record all calls so pull up the call log for reference . I'm not going to be made out to be a liar. I'll provide the texts and I'll be waiting on the recorded call log that stated Stuart offered me that deal. Stuart said nothing about a " expected day" he asked for which day I wanted it to delivered , I gave him a date and all he was " ok" . There was no follow up about ANYTHING extra. I was on a very specific deadline as I told him so if he would've offered the guaranteed delivery in the first place I would've taken that instantly. Second, of course I had to go with the driver that Was already here because I would not be in town to let another driver into the home because I would already be in my new home . On top of that the driver was already a week late picking up my items so there was no room to get another one on the schedule I was on. The only reason why I kept him was because Jennifer said there was nothing to worry about and how he was the " best" when in reality he was the worst. Another driver had to sub in for him because of how horrible he was . This was told to me by both Jennifer and Gisselle . Gisselle no longer works for the company apparently but my case was given to her and Gisselle was the one who told me not to pay anything first because her and the driver were going to discuss a discount price . I called Gisselle and Jennifer both because Gisselle wasn't picking up . The new driver threatened to take my stuff back to the warehouse if I didn't pay so I had no choice to pay the full amount that I shouldn't have paid. Third, Jennifer NEVER gave me any info as to how I could proceed with taking over . I have texts showing her ignoring me when I asked what's the next process . Which I can post or send to you . She never gave me steps on how to proceed after the fact . The only info she gave was info in the beginning when I told her that *** wasn't taking my phone calls so I could see where he's at . She gave me info on where to make a complaint but that was in the beginning . I'm talking about getting info on how to proceed with my damages and everything . She would never respond when I would ask her where are we at with everything . Again if she didn't want to take it on then she should have never asked for me to email pictures to her if my items in the first place . Fourth, I told you guys at least twice now that I have to keep going through you guys because the company you out me through to somehow doesn't even exist . The phone number says " this is not a working number " Fifth , you're not going above and beyond with refunded me $100 that's actually highly insulting considering I paid around $1225. Now I can forget about all of this and let it go forever if I get half of that back . Doesn't have to be the full amount . I won't post any reviews or comments I will just go my separate way once I receive half the amount of the full payment that I paid for. That will cover the damages of my bed frame , my tv and my missing clothes from my box. If not then I will just proceed further to small claims court. Proof of pictures - as seen in pictures you can See me asking how long it would take and Stuart gave me the dates and did not follow up with any " oh would like a guaranteed delivery"? Proof of pictures - here's a few , not all , conversations with Jennifer asking me to send her my manager items . Also tell me she's "gathering info " .and that SHE's Putting in a claim She then proceeds to ignore all calls and texts after that . So started to help and then stopped , never gave me further info as to how to proceed on my own

• Initial Complaint

  10/14/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  Hello, I scheduled a pickup for a car, for the date of Sunday 10/10. The representative Stuart promised me one price + date for pick up. It was never arranged or scheduled, they stole $200.00 from me for a deposit and under delivered after over promising.

  Business response

  12/23/2021

  Business Response /* (1000, 20, 2021/12/23) */ ***Document Attached*** To whom it may concern, We are sorry for the late reply, for some odd reason we did not see this complaint. The service that the client secured with us is for 'standard service' with a budget discount, which means that we have a time frame and a price range to work with in order to provide your with the service. The price range is any price between the discounted price ($1199) to the recommended price ($1499) with the guarantee that we will get the job done not to increase the recommended price, in different words, we will do our best to get the service for you for the lowest price possible for that rout and time of the year. Moreover, the 'standrd service' is the most economic way to ship a car and the time frame to assigned the driver under this service is up to 10 business dayes from the first available day, client's first available day was 10/10, and so the time frame we have on file is 10/10-10/22. The LEGAL contract the client signed clearly states: "STANDARD SERVICE: Standard service, pick up within 10 working days (From the first available date of pick up)" "* 'Budget Discount' on file: we at Xtreme Relocation give our customers the recommended price for the rout that is shown on the file as the price before the discount, a discount is given per our customer's request so XR will assign a driver for the lowest price possible, we will negotiate the price with the driver, and if needed increase the price slowly in order to get a driver assigned within the price range of the discounted price ($1199) and the recommended price ($1499). You, the customer know understand and acknowledge that the discount given on the file might be used in part or in full for the driver's fee, at the event of cancellation resulting the usage of the discount, the deposit is non-refundable. I hereby agree and acknowledge that I have received, and read the email 'Budget discount program - Ship at Your price ', I understand and agree to the budget discount program." That said, we have assigned a driver to pickup the vehicle per our mutual agreement, we sent the information via email and text to client. Client decided to cancel the driver. Our cancellation policy that the client initialed and signed clearley states: "Cancellation policy: As a condition of this contract is that at the event that you, the customer, should decide to cancel the order, said cancellation must be done in writing (email or regular mail only, text is not a valid cancellation request). If said cancellation notification is not sent, the cancellation of the order will not be processed until such is received. Should you, the customer, decide to cancel the reserved order and Xtreme Relocation LLC has failed to assign a carrier to the customer's order, then the deposit made for said order would be considered refundable. Please be advised that a 20% cancellation fee is applies with all orders to cover any fees incurred for said order. At the event that the cancellation is made and falls within one of the below categories, the deposit for said order would be considered non-refundable: 1. In case the cancellation was made less than 72 business hours before the first available date for pick up or within the contracted dates for the agreed shipping service. 2. If a carrier was assigned, can occur anytime once the order was placed with Xtreme Relocation LLC. 3. Any refusal of allowing Xtreme Relocation LLC and/or the agent to provide said service. 4. Any vehicle that is not prepared for pick up on the scheduled date and / or the customer is unable to be reached by the driver in a timely manner. 5. Any orders made that are considered last minute (if you, the customer made reservation and the first available day for pick up is less the 72 business hours from the time of the said reservation). 6. If the vehicle is in a different condition than described by you, the customer, upon reservation or if the vehicle is modified in any way other than stated in the contract (modification include, but not limited to: violation of height restriction of 7, modified in any way that alters the length, width, weight or ground clearance of the vehicle, if nothing is noted on the 'vehicles' table above, the car is considered as 'manufactory stock') 7. If the vehicle is not accessible to the carrier and the customer is unwilling or unable to move the vehicle to a proper loading area. 8. If multi-vehicle / multi order discount applied to order, deposit for one vehicle / offer will be considered automatically non-refundable in case of any cancellation for any reason, or if customer proceeds with shipping only one vehicle / order. 9. If said cancellation is due to offers given." As yuo can see, we held to our end of the legal agreement and the deposit is nonrefundable. However, we are willing to go the extra mile for the client and hold the funds as a 'store credit' for a calendar year for any car shipping or house moving services. Please note the attached: 1. Legal cotract client signed 2. Contract with driver showing that a driver was assigned and about to pickup the car and provide the service 3. emial communication wiht client 4. text communication with client. Consumer Response /* (3000, 22, 2021/12/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, So as they stated above to provide me with a partial refund due to their incompetence, negligence and unprofessionalism. I was never refunded and my bank has reached out countless times to not only discover that the account was closed but they also have seen this happen before with ANOTHER banker. So what are the odds that myself and everyone else is "misreading" or "didn't fully read" their faulty contracts.. again, it's a scam company. It will be almost 90 days and still no partial refund like promised and at this point I would prefer the full refund. I've had to reach out to a lawyer just to assist me with this matter, when it could simply be resolved if this company had any integrity. Along with the email used to resolve my issues was a general email supposedly but now is out of service and doesn't work. Please see attached. Business Response /* (4000, 24, 2021/12/30) */ We have never stated that we will provide a partial refund, we were not incompetence, negligence or unprofessional, this is the reason we put everything in writing in a legal agreement and ask the client to sign so we are all on the same page. Please advise how we were wrong if client was aware of all the information, initialed and signed the agreement that is attached to this claim? How are we a scam if we give the information not only verbally but in writing as well? We can be liable for what we say and or write, but we can not be liable for how it is being undertood in the client's mind. And again, this is the reason that we put all in writing, we have NO fine letters and NO hidden fees or information. Unfortunately these days people are still trying to get everything for free and think that if they blame it on the company the company will just 'cave in' and will provide the service for free, it does not work this way. Please go ahead and reach out to a lawyer, show him the legal contract you have signed, when you have nothing to hide, you hide nothing. Our email works just fine: [email protected] If client have any additional information she would like us to consider, such as texts, emails etc - as we provided you with proves, we will investigate this file again. Consumer Response /* (4200, 26, 2022/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, First, the horrible grammatical errors just proves LACK of professionalism. Let's start there, I reached out to my lawyer to see my options so I do know for a fact I have a case with that being said please tread lightly on accusing me and your words because this is in writing. What is also in writing is the attachment from Xtreme Relocation stating that they would refund me. So can you please explain? did I make that up as well? Jennifer, please stop pretending to be customer care behind these emails. I've tried to be reasonable and totally respectful and trying to resolve this without escalation. I am not a client trying to get something for free, but this is a "business" that clearly needs a dollar since you do feel entitled to to money for a service that YOU did NOT provide. Please let's be adults here, this is very childish and again unprofessional.

• Initial Complaint

  10/04/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Was promised a pickup by a certain date and time due to a flight I had to make and the agent lied to me and stole my $200 deposit. After discussing with GM Jennifer, she told me to contact customer care with proof of the agent misleading me. Upon providing proof, they continued to pretend that they had intentions to ship my car even after the company ignored my phone calls and texts immediately after I sent them my deposit and they only responded when I made accusations toward them for being a fraudulent business who writes fake reviews about themselves. Refund of my deposit is the desired outcome due to agent misleading me and stealing money via Zelle when I have enough things to worry about paying for, and this company keeps my money for no good reason other than the fact that they are crooks.

  Business response

  10/29/2021

  Business Response /* (1000, 5, 2021/10/07) */ Was promised a pickup by a certain date and time due to a flight I had to make and the agent lied to me and stole my $200 deposit. After discussing with GM Jennifer, she told me to contact customer care with proof of the agent misleading me. Upon providing proof, they continued to pretend that they had intentions to ship my car even after the company ignored my phone calls and texts immediately after I sent them my deposit and they only responded when I made accusations toward them for being a fraudulent business who writes fake reviews about themselves. Refund of my deposit is the desired outcome due to agent misleading me and stealing money via Zelle when I have enough things to worry about paying for, and this company keeps my money for no good reason other than the fact that they are crooks. To whom it may concern, The client order car shipping from us. In this industry there are 3 major services: STANDARD SERVICE: Standard service, pick up within 10 working days (From the first available date of pick up) EXPEDITE SERVICE: Expedite pick up, within 1-5 days (From the first available date of pick up, price is $100.00 on average from standard service price, depending on the route and time of year ) RUSH SERVICE: Pick up within 72 business hours (From the first available date of pick up $175.00 on average from standard service price, depending on the route and time of year) Other than the above services we do offer guaranteed pickup day as well. The client made reservation for the 'standard service', not only that we give the information over the phone, but we do put all in writing so the client is the last person to review the information, make sure all is correct, from the name, addresses, type of service etc. initial the contract and sign. We put it all in writing as we understand that when customers are shopping around, asking for online quotes, their information is being sold to many companies, and so many phone calls, and emails are being exchanged, even when we are in communication with clients they want one service at the beginning, and then they change the service as they want to save money, so we put it all in writing for the customer to agree, and confirm. Please note exhibit 1 - legal contract that the client initialed and signed, please not on the first page the first initial stating '1st available pickup date and arrival time 8/8/2021, 2:30pm' which means we cannot send a driver before that day and time, and that this day and time starts the time frame for the standard service. Moreover, the same page under 'Vehicles' you can see that the service is standard service, and another initial by the client. The next page explains in details about all services - with client's initial, the following page explaines in details about the program that the customer chose as he wanted us to try and get a driver for less money then we offered him, the paragraph clearly states: "* 'Budget Discount' on file: we at Xtreme Relocation give our customers the recommended price for the rout that is shown on the file as the price before the discount, a discount is given per our customer's request so XR will assign a driver for the lowest price possible, we will negotiate the price with the driver, and if needed increase the price slowly in order to get a driver assigned within the price range of the discounted price ($1399) and the recommended price ($1599). You, the customer know understand and acknowledge that the discount given on the file might be used in part or in full for the driver's fee, at the event of cancellation resulting the usage of the discount, the deposit is non-refundable. I hereby agree and acknowledge that I have received, and read the email 'Budget discount program - Ship at Your price ', I understand and agree to the budget discount program." Moreover, the last page clearly states: "As a condition of this contract is that: I hereby agree and understand that by providing Xtreme Relocation LLC with a deposit, I fully understand and agree to the payment and company's terms and conditions in this document. I hereby understand and agree that this information is complete and correct, and that I am willing to proceed with this service under the conditions stated above. By clicking on the electronic signature, I hereby confirm that I have read my Order for Service and agree to all terms and conditions. I further confirm that I have received and read all the information that was sent to me via email. I understand the service details and confirm that the details of the service and the information I provided in deriving this estimate are true and correct. I understand that any additional services or additional information not mentioned on my Order for Service will result in additional charges. By signing this document I am accepting the cancellation and refund policy as well as merchant terms and conditions." We make sure that our clients and us are on the same page to prevent claims and upset customers. The time frame that we had to assign a driver to pickup Mr. ***** car under the standard service was 8/8-8/20, we have assigned a driver to pickup Mr. ***** car on 8/9. Our contractual obligation to the client is to assign a driver to pickup the car within the time frame depending on the service for each booking, we held to the end of the agreement. (Please note exhibit 2 - contract with driver) We send an email to the clients with the driver's information as well. (please note exhibit 3) Customer is claiming that the representative lied to him, we have checked our systems and the timing between all emails that were sent, texting etc, and replied to client with our findings, please note exhibit 3 - communication with client. We did explain the client that the screenshots of the texting do not show any obligation, moreover, the email that was sent to the client after the text line and the time request showed the standard service and the program to save money on his file, client was talking with our rep and was aware of the time frame. Please understand that in between texts, clients are talking over the phone with our representative, emails are being exchange and changes are being made, which brings us back to the beginning of this letter, we make sure that after the long communication with the client to put EVERYTHING IN WRITING to finalize the order. Customer contacted us for the service, the deposit that we charge is our fee, we do not charge the entire amount upfront. The deposit is the paycheck of the dispatch, admin, representative that worked for the client. We feel that the client booked for the cheapest price, asking for the highest service, and getting upset when it cannot be done. (You cannot pay for coach flight ticket, go on the plain and demand to be seated in first class) If the order was wrong, why did the client signed it? If it was wrong, why the client did not call us to fix it? If it was wrong, why did the client waited so long to contact us? Not only that we fulfilled our job on the best side, we are still willing to hold the funds as a 'store credit' for the client's future car shipping or moving services. Thank you

• Initial Complaint

  08/05/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

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  On June 24, 2021 I received a quote from Xtreme Relocation, LLC to move my furniture from the apartment located in Miami, Florida to home in Scottsdale, Arizona. The quote was for $1099.00. Since I did not understand the quote I contacted the agent and asked directly, See questions and answers by Stuart (agent): 2) The cost of shipping the car is $1099.00 taxes, fees, insurance, etc. included, correct? - this is all inclusive 3) Boxes should be 3 ft x 3 ft x 3 ft, correct? - yes this is the standard medium box 4) What happens if there are more than 24 boxes or if there are less than 24 boxes? - 2 days before we will lock in inventory. if there is move we can adjust if there is less we will adjust as well Based on this I bought the boxes and packed. When movers arrived they said that those boxes were large, that the bed was not small, etc. and we got charged $3558.12, that is $2,459.12 more. Link to evidence: *******************************************

  Business response

  09/29/2021

  Business Response /* (1000, 7, 2021/08/27) */ To whom it may concern, Mr. ****** ordered moving services with us and car shipping, the price for the car shipping was $1099, for that exact price the car was picked up and shipped for the same price. The house mmoving quote was $1650.00, upon arrival to the client location, we have discovered the one item' space was not calculated correctley in which theclient received a discount for, however, the client added frew items to the list and had to pay for it. We did give the client the option to cancel, but he wanted us to keep the team nad agreed to the new price and so we continuew working. We have all communication with client as well as documents and contracts to show the excellent job that was done, we have no options here to attache it, please advise of a way to attached our evidance. Sincerely. Jennifer T. Consumer Response /* (3000, 9, 2021/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had no problem with the car and the price. The dispute is over the boxes which I specifically asked if the boxes were 3 ft x 3 ft x 3 ft the correct size, their answer was: Yes that is our medium size. They had an estimated 24 boxes. When the moving company got there, they said that those were the wrong size. When I talked to them on the phone to tell them that I was being overcharged she said that they had calculated the bed size wrong even though I had sent a picture of it and said it was a queen bed. I did not send out the bedroom drawer stand and did not send the second bed, with frames. When I was explaining the situation, she said that I should have learned how to calculate cubic feet in elementary and hanged up the phone. When I called back she said that she would send all of the information to Customer Care for their review and if they gave me the wrong information they would reimburse me (see email image where I sent her all of the evidence). They never got back to me, and that is why I filed the complaint with BBB. I also wrote a note on the paperwork that I was paying and agreeing to the shipment because customer care of Xtreme Relocation was going to review all the evidence, and I am 100% sure that they are the ones that messed up in their estimate. If you look at my text with them, after they sent me the estimate I asked if they were talking about 3ft x 3ft x 3ft boxes and I did not want any surprises, they said: Yes that is our medium size box. This is the link to all the text, emails, and photos ******************************************* Also, the furniture was picked up on July 16, 2021, and they said it would take between 10 to 20 days (July 26 - August 5, 2021), it arrived until August 9, 2021. The reason why I did not cancel is that she said she would look at all of the evidence and resolve it. I honestly believed her.

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