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:09/08/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company damaged most of my items in a move and dodged calls, rarely responded to emails, claimed they found a missing item and then emailed after many months to say "it belonged to someone else" despite calling me and getting complete confirmation it was my wife's guitar. They dragged their feet for delivery beyond when delivery was meant to occur, delivery driver left a mess on the front of the property, tried to give us someone else's items and after months of trying to get in contact with them, they sent a final email of "just file with our insurance" who offered only $41 dollars in compensation for over $1000 in damages and lost items.

  Business Response

  Date: 09/08/2025

  We are very sorry to hear of this customer's dissatisfaction and regret the stress this situation has caused. We have taken his calls and replied to his emails throughout this process, and we remain committed to seeing his claim resolved properly.
  Regarding his claim, the $41 amount referenced was part of CSI Pros initial evaluation and does not reflect the final settlement. We have already contacted *** directly and secured approval for two additional items that were not included in the original assessment. The claim is still under review, and once CSI issues their updated determination, the compensation will be higher than the initial figure. With respect to the guitar, our team initially believed we had located it; however, upon further verification, it was confirmed to belong to another customer. We sincerely apologize for the confusion and for the distress this mistake caused. We have also documented the concerns raised about the delivery experience and are addressing them internally to prevent similar issues in the future. Our intention is not to delay or minimize this customers concerns but to ensure he receives a fair resolution through the claims process. We will continue to work with CSI Pros until his claim is finalized and appreciate his patience as the process is completed.

   

• Initial Complaint

  Date:09/03/2025

  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.

  Several problems with Royal Moving:- Referrred a friend to the business and was promised a referral discount, followed up various times and was never grant it.- IN TRANSIT: Items stolen from one of my boxes including an iPhone 14 Pro Max and a brand new Macbook Air 16" (Royal Moving acknowledged that THEFT OCCURRED WHILE MY BELONGINGS WERE IN THEIR CUSTODY BY ONE OF THEIR EMPLOYEES).- When I send a Claim notice (attached) to Royal Moving, they told me the max I could recuperate is $0.60 per pound of impacted items (so lets call this $6.00 for over $3,000 in goods). However, this amount is supposed to be for damaged goods, not theft that occurred from one of their employees.- When I received my items, I was forced to sign an acknowledgment that no damage to my remaining items had occured in transit, however I could not see my items or ahve them removed from the truck until I signed this.- When I opened the boxes, I found that every single one of my wine glasses that were appropriately packages were smashed, in fact the box they were in was completely crushed in transit.- I was made to pay over $1,600 for my move, was robbed of $3,000 in valuables, and now my personal information is at risk based on my personal electronics having been stolen.- ******* police report at **************** *************** #MA252320052

  Business Response

  Date: 09/03/2025

  We are writing in response to the complaint filed by Mr. *** ****** regarding his recent move with Royal Moving and Storage. We value transparency and compliance with federal moving regulations and wish to address each of the concerns raised.
  

  Mr. ******* shipment was subject to theft by a laborer engaged during the handling of his goods. Royal Moving has formally acknowledged this theft, provided Mr. ****** with identifying information of the individual believed responsible, and has cooperated fully with law enforcement. We remain committed to assisting law enforcement with this investigation to the fullest extent. Liability for interstate moves is governed by the ******* Amendment (49 U.S.C. *****). Federal regulations require shippers to select a valuation option prior to their move:
  -Mr. ****** elected Basic Released Rate Liability at $0.60 per pound per article, as reflected on his signed **** of Lading.
  -He did not elect Full Value Protection (FVP), which would have allowed recovery based on repair, replacement, or fair market value.
  

  Federal law (49 CFR *******) requires that the valuation election applies to all claims, including those involving theft, unless items of extraordinary value (over $100 per pound per article) were declared prior to pickup. No such declaration was made for this shipment. We understand Mr.******* dissatisfaction with this limitation, but as a federally licensed carrier, we must follow the regulations that govern our industry. For clarity, Royal Moving did not pack Mr. ******* boxes or household goods. The only packing service performed was for a mini fridge. All other items, including the box containing the electronics and the fragile glassware, were packed by the customer. Under federal regulations, carriers are not liable for concealed damage or improper packing performed by the shipper.
  
  Mr. ****** expressed concern about signing the delivery acknowledgment prior to unloading. This is standard procedure, but it does not prevent a customer from later filing a claim for concealed damage or missing items. Customers retain the right to file a written claim within nine (9) months of delivery (which occurred on 09/02/2025) under 49 CFR *****. Royal Moving provided Mr. ****** with information on how to file through our independent claims administrator, ********. Once submitted, the claim will be reviewed and processed under federal guidelines. Should Mr. ****** remain dissatisfied with the resolution, he may pursue our neutral arbitration program as required under 49 CFR 375.211.
  

  We regret the challenges Mr. ****** has experienced. Royal Moving and Storage is committed to cooperating fully with law enforcement regarding the theft and processing his claim through ******** in compliance with federal regulations. We encourage Mr. ****** to complete the claims submission process so that his file can be formally reviewed.

• Initial Complaint

  Date:09/02/2025

  Type:Sales and Advertising 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 12/19/24 I contracted with Royal Movers to move from ** to **. I was quoted 5600 to move items from. 1300 sq foot condo. After they arrived the amount kept going up until it reached a whopping ****** despite the original estimate. During our conversations the lied to me and held my possessions hostage until the day of delivery when I had to pay their demands. On top of that they lost a third of my possessions and delivered an item that wasnt mine. They are corrupt liars and I have been trying for 8 months to get recompense. They need to be put out of business.

  Business Response

  Date: 09/03/2025

  We are responding to the complaint filed by Ms. ****** *********** regarding her move with Royal Moving and Storage. We take all customer concerns seriously and would like to clarify the facts of this matter.
  

  Ms. ************ original estimate was based on the inventory she provided before pickup. She initially listed 185 items, which we estimated to require approximately ***** cubic feet of truck space. At the time of pickup, however, our crew documented 236 items, including multiple pieces larger than originally disclosed. This increased the required space to ***** cubic feet. In compliance with federal regulations, a revised estimate reflecting the additional volume was prepared and signed by Ms. *********** prior to loading. She also signed her Bill of Lading at both pickup and delivery, acknowledging the charges. As outlined in all moving contracts,estimates are subject to adjustment once the actual volume is confirmed at pickup. This is a standard requirement under 49 CFR 375.
  

  The shipment was picked up in ****************, ** on 12/16/2024 and delivered to ********, ** on 12/20/2024. The delivery was completed within the agreed-upon transit window. It is standard industry procedure, and clearly stated in the Bill of Lading, that final payment is due upon delivery before unloading. Dispatch also reviews this with customers during scheduling. This requirement does not constitute holding items hostage, but rather compliance with federal regulations and standard moving practices.
  

  Ms. *********** has reported missing items and has expressed concerns that some of her belongings may have been misplaced or mixed with another shipment. Throughout early 2025, our staff, including the Logistics Manager, actively corresponded with Ms. ***********, attempting to locate specific items such as a glass-topped table, photo albums, and a step ladder. She was advised multiple times to file a formal claim with ********, our independent third-party claims administrator, in order to begin the compensation process. ******** manages claims for loss or damage in accordance with federal law. Claim filing instructions were provided to Ms. *********** both at the time of pickup and again in follow-up communications on April 23,August 7, and August 29, 2025. To date, our company has not received completed claim documentation from Ms. ***********. Once filed, her claim will be processed promptly and fairly.
  

  We regret that Ms. *********** feels dissatisfied with her moving experience. While her costs increased due to the higher volume of items moved, she signed revised documentation acknowledging the charges and delivery was completed within the contracted timeframe. Regarding her concerns about missing possessions, the established claims process remains available and is the appropriate path to resolution. Royal Moving and Storage remains fully committed to cooperating with the claims administrator to ensure her file is reviewed in compliance with federal regulations.

• Initial Complaint

  Date:08/19/2025

  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.

  The company is a scam and needs to be shut down. They pose as carriers, over charge (by a great deal), steal and lose property. They are professional scam artists.I have been so patient and optimistic, unfortunately now I need to be realistic about what is truly happening within this company. I am sharing my complaint here to try and help someone else not have to go through the same thing.This company stole my queen size mattress ($600), a large bin of my sons legos ($700-800), stole or lost a box of clothing ($500-/+), stole my husbands box of collectable baseball cards ($1000s) from when he was a child. He is now 46, so imagine the math and worth. Our camping gear was stolen or lost ($75), and more. My precious China dishes from *****, boxed and wrapped with bubble wrap AND towels had so many broken pieces. ($300) 11 of my quality, large lid locking bins were crushed, cracked and broken ($88) And to top it all off- we were being so kind, patient, and understanding about the entire ordeal- which is crazy considering. But we want to be a blessing and light for *****- now Im realizing were just being a doormat to Royal Moving. They are not even communicating or even trying to be honest or work with us. Disappointed at every level. This was a HUGE learning moment for us.

  Business Response

  Date: 08/19/2025

  Were sorry to hear about this customer's experience and we appreciate the opportunity to respond. Our records & what weve verified so far:
  At pickup, every item we received was scanned into our tracking system.
  At delivery, all pieces showed as scanned and accounted for.
  The only missing item reported directly to our driver and dispatch manager at delivery was a queen size mattress. We do not have record of additional missing items reported to us.
  

  About the claims process (for missing or damaged items)
  We dont see a claim submitted in this customer's name with our third-party administrator, ********. To evaluate compensation for any missing and/or damaged items please file a claim so it can be formally investigated and adjusted per the valuation/coverage that was chosen for the move. The claim info:
  CSI Pros
  Phone: ************ (MF, 95 ET)
  Email: *****************************
  Web: ***********
  When filing, please include:
  The move details (name, move number, pickup/delivery addresses and dates)
  An itemized list of each missing item (e.g., queen mattress, LEGO bin, clothing box, baseball card box, camping gear), with estimated values
  Photos and a list of damaged items (e.g., *****, cracked bins), plus packing notes if available
  Any delivery-day notations or communications you shared with the driver/dispatch
  

  Next steps were taking:
  We have opened an internal review to compare your scan history to the drivers load/unload counts and to re-verify the mattress status.
  We will coordinate directly with CSI Pros once your claim is filed so your case can be resolved as quickly as possible.
  We understand your frustration and take these concerns seriously. While our scan records show all pieces accounted for at each handling point, the claims process is the correct and fastest path to evaluate and resolve any losses or damages youve identified.

  Customer Answer

  Date: 08/19/2025

  I just wanted to say thank you for taking the time (and swiftly) to act on this matter. I truly appreciate it. 

• Initial Complaint

  Date:08/18/2025

  Type:Sales and Advertising 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.

  -07/09/25: I was intentionally given fraudulent information by sales representative ***** ******* inorder to pay for their services. - I was told I would receive my belongings in 2-3 days but didnt receive them for 14. - I was told the price would go down if the amount of my final inventory had decreased but it didnt. - I was told my belonging/inventory would be picked up on 07/30/25. My items were picked up until the next day on the 31st. - I was told I would be able to pay the portion due at pick up with my debit card. My mother had to go withdraw cash at 9 PM after being told they only accepted cash.-07/31/25: I was told by dispatch my belongings/inventory would be picked up between 2pm & 4pm. The driver did not arrive until 7 PM and was there until midnight loading belongings/inventory. -Driver made statement that the sales representative told me what he needed to tell me in order to get me to purchase services and that price would not decrease even though the amount of inventory had significantly decreased. - driver tried to charge me an additional $500 because my dresser was to big.-08/03/25: made several attempts the last one being on this date to resolve issue gain clarity on the entire situation with sales representative with no response. -08/15/25: Driver tried to charge me $75 because they were unable to fit their truck in my driveway and they would have to walk an extra 10 feet to my front door. Left my items in the driveway in the rain.-08/17/25: Upon inspection of my items once I was able to move them in my home and assemble them there was damage to three items, my tv stand, kitchen *************** table chair.

  Business Response

  Date: 08/19/2025

  Following receipt of this complaint, we reviewed the recorded calls, the two signed estimates, the signed **** of Lading (BOL), dispatch logs, and the drivers text communications. The documentation does not support the allegation that the consumer was promised delivery in 23 days, nor that pricing would decrease below a contracted minimum. Key findings are below:
  

  Alleged 23 day delivery promise
  -The recorded calls do not show any promise of overall delivery in 23 days.Sales explained that once a truck departs, its transit time can be a few days,but overall delivery windows especially during peak summer season (********** to *******) are longer unless the consumer purchases direct expedited delivery,which was not selected. Delivery approximately 14 days after pickup is consistent with standard interstate timelines during peak season and with standard delivery service.
  

  Pickup date and arrival window
  -The consumer signed two estimates and a Bill of Lading that each list a pickup window of 7/31/20258/1/2025. Pickup occurred on 8/1/2025, the second day of the agreed upon window.
  -The 24 PM arrival was an estimate. When route conditions made a later arrival likely, dispatch notified the consumer by phone call. The crew still arrived and completed loading on the scheduled pickup date.
  

  Pricing and minimum-move terms
  -The reservation was made at a 300 cubic-foot minimum. The price did not increase at pickup. Under the minimum-move terms, the charge does not decrease if the actual volume is below the minimum; conversely, it would increase only if the shipment exceeded the minimum. These terms were disclosed in the signed documents.
  

  Payment method at pickup
  -Accepted pickup payment methods include debit/credit card, check, cashiers check, money order, bank wire, Cash App, and cash.
  -The attached text exchange shows the driver asked how the consumer wished to pay, and the consumer chose cash. Debit/credit payment would have been accepted.
  

  Bulky-item fee allegation
  -The dresser qualified for a bulky surcharge under tariff, but the crew did not assess that fee. No $500 bulky charge was collected.
  

  Driveway access, long-carry, and where goods were staged
  -Tariff provides the first 75 feet from truck to residence at no charge;distances beyond incur a long-carry fee to compensate for additional labor and time.
  -At delivery, the consumer directed the crew to access from the back rather than the front of the residence. When the long-carry fee was explained, the consumer declined that service and instructed the crew to stage items on the side of the house for her own assembly. The driver offered to bring heavy items inside; the consumer declined. The crew followed these instructions.
  -To the extent any items were exposed to weather while staged where the consumer directed, the appropriate remedy is through the standard claims process.
  

  Alleged driver comment about sales practices
  *********** cannot corroborate the alleged statement. It does not reflect company policy or training and has been addressed internally.
  

  Reported damage (TV stand, kitchen table, chair)
  Consistent with interstate practice, claims are administered by a third-party.The consumer remains eligible to file within nine (9) months of delivery:
  CSI Pros Email: ****************** | Phone: ************
  *********** will cooperate fully with the administrator to ensure a prompt review.
  

  Attachments Available
  -Two signed estimates from the moving broker, Loyal Moving and Storage, showing 7/318/1 pickup window and 300 cf minimum
  -Signed Bill of Lading confirming terms and pickup window
  -Text message screenshots reflecting the drivers inquiry about preferred payment method and the consumers selection of cash.
  

  Based on our records, the pickup occurred within the contracted window, delivery timing was consistent with standard interstate timelines during peak season, pricing reflected the disclosed minimum-move terms (with the bulky fee waived), and payment method was customer-selected.For the reported damages, the company respectfully requests that the BBB direct the consumer to complete the third-party claims process so the items can be evaluated and resolved under the applicable coverage. 

  Customer Answer

  Date: 09/03/2025

  I am extremely confused as to why this is closed. I have received absolutely NO information about my complaint from the BBB or the company I filed the complaint against. 

  Customer Answer

  Date: 09/03/2025

  I did not receive any emails stating I had messages or that the company had sent a response. I am not satisfied with their response whatsoever. 

• Initial Complaint

  Date:07/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 6th we were offered "crating to protect our expensive possessions" for an additional charge of 100$. Communication after that was all but cut off, every day we called we were told " your stuff will be there today or early tomorrow" this continued every day from the ***** when it was delivered with no communication provided when they failed to show up. When everything showed up there was extensive damage. The television that we requested to be crated was only wrapped in cardboard as shown on the images. When talking to the company they explained that crating does not actually mean crating, it just means wrapping in cardboard which is no different from everything else they brought. The was no attempt made for extra protection of the item for the additional 100$ which led to them bending it in half.Definitions from ****** Languages:Crating is defined as: a slatted wooden case used for transporting or storing goods.The bill states that we were charged for "crating" not to have it wrapped in cardboard and they refuse to honor the claim they made or refund the money for services not provided.This is a complete misrepresentation of services.

  Business Response

  Date: 07/08/2025

  Thank you for submitting your feedback. We'd like to take this opportunity to respond and clarify the details of this move, the additional services that were selected, and the status of the customer's claim. 

  The shipment was picked up on June 6, 2025, in *****, ** and delivered on June 16, 2025, in ******, ** just 10 calendar days later. The First Available Delivery Date (****) was June 7, 2025, which is the first date the customer was ready to accept the items at the delivery destination. The customer chose standard delivery service, which includes an estimated delivery window of 7-14 business days from the **** and allows up to 30 business days from the **** for delivery under **************************** regulations. This customer's delivery occurred just 3 business days after the ****, and well within both the estimated and legally allowed timeframes. In fact, the customer effectively received expedited delivery at no additional charge. We understand that repeated ETA projections can be frustrating, but there was no delay in transit and no breach of contract in this case.

  The customer was charged $100 for crating services for the television. In the moving industry and per our company's policies, "crating" for a television means reinforced wrapping with protective materials such as high-density cardboard, foam padding, and edge guards, not a custom-built wooden crate, unless specifically requested and quoted at a separate rate. This approach was applied to the television per standard procedure. While we regret any misunderstanding, the service provided matched what was billed and outlined in the Bill of Lading. Therefore, we do not find grounds to issue a refund for this charge. 

  The customer has submitted a claim listing 4 items: entertainment center, TV, end table, and a refrigerator. While we take every claim seriously and this will be reviewed through our standard process, this list does not support the description of "extensive damage" provided in the complaint comments. We will continue processing the claim based on the submitted documentation and we encourage the customer to submit any additional evidence or details to ********. We appreciate the customer's feedback and the opportunity to address this formally.

• Initial Complaint

  Date:06/16/2025

  Type:Customer Service 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.

  When I was initially contacted by Royal Moving and Storage, I was informed that my belongings would arrive at my new apartment by June 2, 2025. It is now June 16, 2025, and I have yet to receive them. My items were picked up on May 24, 2025, which means Ive been without my belongings for nearly a month.Each time I contact customer service, Im told, Itll be there tomorrowa promise Ive now heard four separate times, none of which have been fulfilled. This experience has been extremely frustrating and misleading, both from the original assurances made by the sales representative and the repeated inaccurate updates from customer service.

  Business Response

  Date: 07/08/2025

  Thank you for bringing this matter to our attention. We understand how important timely delivery is. We would like to clarify the details of this move and address this customer's concerns. The household goods were picked up on May 25, 2025, in *******, **, and the customer chose June *******. As stated on the4 Bill of Lading that the customer signed on 05/25/2025, "The 1st available delivery date is NOT a guaranteed date for delivery. It is the 1st date the customer is ready to accept items at destination; therefore we can deliver from this date going forward."

  The move was booked with standard delivery service, which includes an estimated delivery window of 7-14 business days from the ***** In addition, per the **************************** regulation all long-distance carriers have up to 30 business days from the **** to complete delivery of the goods. The items were delivered on June 17, 2025, in **********, **, which is within both the estimated delivery window and the federally allowed time frame. There was no delay in transit, and communication was maintained throughout the process, including multiple updates from our customer service team and the dispatch department. 

  While we understand it can be frustrating when delivery does not occur on the first possible date, the delivery occurred well within the contractual terms the customer agreed to confirmed by signature on their Bill of Lading. We appreciate this customer's business and thank them for the opportunity to clarify the facts surrounding this move.

• Initial Complaint

  Date:05/01/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted Royal ********************************************* to handle my household move on 3/30/25.The company gave me only 12 hours' notice regarding my delivery-far below any reasonable or professional standard. Upon receiving my belongings, I was shocked to find that every single box was visibly damaged,soaking wet, and many were either opened or appeared to have been gone through.Items irreparably damaged, including but not limited to: A $2,200 TV stand (missing entirely) A $2,000 bed, which arrived broken and unusable A $3,000 couch, delivered without the legs, making it nonfunctional Missing sofa legs and damaged and dirty sofa Other personal and household items, which were either missing or severely damaged I have made multiple attempts to resolve this directly with Royal *********************************************. Their customer service has been unresponsive, evasive, and continues to provide inconsistent information while refusing to accept responsibility for the damage and loss. I have received no compensation or timeline for resolution, despite their clear obligation under federal law (******* Amendment, 49 U.S.C. $ *****) and basic contractual principles.I am filing this formal complaint to document their negligence, refusal to compensate for documented losses, and overall predatory business practices. This company has caused substantial financial and emotional distress, and they should be held accountable. I have spoken with ****** *****, **** ******** and ***** various times since then and received no resolution.

  Business Response

  Date: 05/01/2025

  Royal Moving and Storage takes all customer concerns seriously and strives to resolve issues in accordance with federal regulations and our contractual obligations. We would like to provide a factual summary regarding Mr. ****** complaint and the current status of his claim.

  Mr. ****** move was completed on March 30, 2025, with delivery occurring within the agreed-upon delivery window. While Mr. ***** expressed concerns after delivery regarding potential missing or damaged items, he did not follow the required claims procedure outlined in our customer correspondence. Instead of submitting the list of missing/damaged items to our shared email inbox at ******************************************************* which is monitored by our ********************** he sent this information directly to the personal cell phone of our Logistics Manager, which is not an approved or trackable method of communication. Because this information was sent outside of our formal system, no internal record was created, and other team members were unaware of the details. Mr. ***** was reminded, verbally and in writing, that per company protocol, all claims and lists of missing items must be sent to ******************************************************* to initiate an investigation and preserve the integrity of our documentation.
  

  On April 30, 2025, Mr. ***** submitted the required itemized list properly. This allowed us to begin an internal search for the items while CSI Pros, our third-party claims administrator, continued processing his formal claim for compensation.
  As of today, Mr. ****** claim has been reviewed and approved, and a settlement offer has been made. However, compensation cannot be issued until he signs and returns the required Notice of Settlement Agreement sent to him by ********. This is a standard industry requirement that documents acceptance of the claim amount and authorizes us to issue payment. We strongly encourage Mr. ***** to complete this final step so that the matter can be resolved.

  Contrary to his accusations, Royal Moving and Storage has not been evasive or negligent. Multiple team members have remained in communication with him and have taken steps to assist within the limits of established policy and federal guidelines.
  We are committed to resolving this matter fairly and professionally, and we reject any characterization of our business as predatory. We urge Mr. ***** to return the signed settlement agreement so that compensation can be processed promptly.
  

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23271727
  
  I am rejecting this response because:
  
  
  
  I am writing to formally respond to the recent communication regarding the status of my claim.
  
  
  First, I would like to clarify that I was notified of my delivery only 12 hours priorwell within an unreasonably short timeframe and without any prior notice, contrary to what has been stated. I received no previous communication alerting me of the drop-off date ahead of time.
  
  
  Additionally, I was never instructed to reach out to the claims department directly. The guidance I received, which is supported by the attached text messages, directed me to contact a completely different department. The information shared in your response does not align with the correspondence I received and is therefore inaccurate.
  
  
  Furthermore, I have not received any notification from ******** regarding a claim status update or settlement offer. I have reached out to them independently, and there has been no indication that a formal claim has been reviewed or approved, nor have I received any settlement agreement to review or sign. Again, I have attached both emails and text messages to support this.
  
  
  What I have experienced throughout this process is constant conflicting information and a lack of clear, consistent communication from your team. The statements made in your summary are not only misleading but also factually incorrect.
  
  
  I respectfully request that my claim be reviewed and addressed accurately and in good faith, with proper documentation and clear follow-up from your claims administrator.
  
  
  

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

  Business Response

  Date: 05/01/2025

  Please see attached documentation to support our previous response. Customer signed all claim paperwork on 03/30/2025. A second time the claim information was sent by the office via email on 04/09/2025. The logistics manager had also provided Mr. ***** all necessary claim info after delivery via text message and phone call. Lastly, see CSI Pros claim for Mr. ***** and correspondence in which the claim was approved. ******** is a separate 3rd part company that processes our customer claims. Mr. ***** can reach out to them for an update. 

  Customer Answer

  Date: 05/01/2025

  Per the attached, the settlement has not been submitted or approved. The moving company has continued Dtla be deceitful and lie.

  Business Response

  Date: 05/08/2025

  This customer's claim has been processed, and he has been compensated as of 05/06/2025.

• Initial Complaint

  Date:04/03/2025

  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 March 28, 2025 I made a deposit of $789 to Royal Moving and Storage. To relocate my 2 bedroom apartment to *******. The pick date and time was March 30th - 31st 9am- 11am. They assured me that they will be there on one of those dates on time so I can clear out my apartment and storage. my pick up date and time got delayed several times. I spoke with customer service on Sunday, March 31. The representative said she would assure me that the movers will come on Monday, April 1st 9AM -11 AM. I pressed the concern about me getting my things out of the storage before the first of the month so I wouldnt have to pay an extra month of storage. The representative promised me everything would be handled not to worry. She would make sure I was the only stop for the day. April 1st no movers, the representative said it was a delay due to a storm so they wouldnt be there until April 2nd in the morning 9am that was a lie I was still being patient and understanding but I felt like it was a red flag. They kept putting me off the initial guy I spoke with over the phone who took my deposit I expressed to him the distance from my house to the storage and how we wasnt going to make it in time before the storage had closed at 6pm. He says he knows nothing about the delays and he will see what he can do. The mover showed up at 4:40pm days hours late. Looking around saying they are going to charge me extra I was so confused because the initial guy that I spoke with and took, my deposit, said I wouldnt have to worry about any extra fees. To some everything up the movers tried to extort me for $7000 when the initial amount was 2800. I was left lost and puzzled. I tried calling the initial guy back no answer just a text saying to call customer service. called the customer service lady who set up date and time. The only thing she can help me with was trying to extort me for $6000 saying thats all she can do. I Asked her for a refund she said, unfortunately there are no refunds.

  Business Response

  Date: 04/03/2025

  Thank you for reaching out regarding your experience with Royal Moving and Storage. We understand that moving can be a stressful process, and we sincerely regret any frustration you encountered.
  Wed like to clarify the details of your move and address your concerns:
  Scheduling & Weather Delays Your original move was scheduled for March *****. However, due to unforeseen weather conditions, we had to reschedule for April 1 from 9 AM - 11 AM. At that time, you were the first scheduled job of the day. The driver had been enroute to another pickup the day before, and the revised time frame was based on real-time updates. Despite the delays caused by the weather, the driver still arrived on April 1 as scheduled. While we acknowledge this adjustment was inconvenient, safety remains our top priority, and we appreciate your initial understanding.
  Driver Arrival Time On April 1, the driver arrived later than planned due to an earlier job running over. While we always aim to adhere to scheduled time frames, unforeseen delays can sometimes occur in the moving industry. However, as proof provided in your screenshot confirms, the driver did arrive on April 1st as promised. Dispatch informed you that, due to the delay, it was unlikely you would be able to access your storage unit before closing. As a resolution, we offered to complete the pickup first thing in the morning and provided a discount for the inconvenience.
  Inventory & Pricing Upon arrival, the driver found that your total inventory significantly exceeded the original list provided. Specifically, there were over 45 additional items not included in the inventory strictly from your apartment. At that time, we had not yet assessed the storage unit. Since our pricing is based on space required, additional inventory necessitates a price adjustment. The driver offered to transport only the originally quoted amount to maintain your initial cost, but you opted to include all your items, which required an update to the quoted price.
  Estimate & Communication The initial estimate of 421 cubic feet (CF) was based on the inventory you provided. During a video call with dispatch, you acknowledged that you had not counted all your boxes. When we attempted to review your inventory list with you, you declined. The revised estimate was based on the additional 179 CF identified during the video call and an additional 200 CF for the storage unit, which had not been visually assessed prior to the move.
  Professionalism Concerns We take customer feedback seriously and regret that you felt uncomfortable during the assessment process. The drivers responsibility is to verify all items to ensure accurate pricing and transport logistics. However, we understand that interactions should always be conducted professionally, and we will review this internally.
  Refund Policy As previously explained, deposits are non-refundable, as outlined in our policy. This policy covers administrative costs and reserved moving slots. While we understand that pricing adjustments can be frustrating, they were based solely on the additional inventory discovered during the move.
  At Royal Moving and Storage, we strive to provide transparent and fair service. If you have any further questions or would like to discuss potential resolutions,please feel free to reach out.

  Customer Answer

  Date: 04/05/2025

   
  Complaint: 23152303
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The original conversation, though basic and did not include every item I was bringing was quoted at about $3000.00 and they had the measurements of every one of my large items. I went with this company as they seemed the most affordable and was highly rated, friendly, etc. Then when the movers came to evaluate the items moving, the cubic measurements more than doubled even though I had a detailed phone conversation with my items the Friday prior. They also recommended that I pay the $750 fee to guarantee a 24 hour window. I did that and though they came on the Friday that they promised, they had 1 mover for over 4 hours and he wouldn't start without an "app" payment. I had trouble installing because I had just moved and my bank was closed at the time. They broke 5 items, two of which were a jewerly box containing all of my jewelry and a computer monitor for my work. They said to send pictures to the mover, which I did and said that they would contact me within 48 hours of when to expect a refund. I never got a contact and continue to follow up for a week and a half. Then was told to go online. The online process is ridiculous and clearly encourages customers to just give up. The movers and dispatchers were pleasant but this was an awful experience. I work in customer service and was frankly appalled by the experience. My total was over $7100.00.

  Business Response

  Date: 04/01/2025

  We are sorry to hear that this customer did not have a more positive experience, and we appreciate the opportunity to respond. At the time of booking on 1/15/2025, the customer provided a list of 11 items, totaling 24 pieces, which were estimated to take up approximately 311 cubic feet of space on the truck. As is clearly stated both during the booking process and in the signed contract, our quotes are based on the inventory provided and the estimated space those items occupy. It is also explained that if additional items are included later, the price may change accordingly.
  During our quality assurance call on 2/21/2025, the customer updated her inventory to 24 items and 57 pieces, increasing the estimate to 502 cubic feet. At pickup on 2/24/2025, the actual inventory consisted of 42 items and 116 pieces, totaling 652 cubic feet. This is more than double the original inventory. The change in cost directly reflects the significant increase in volume, and we cannot be held responsible for a higher total when the scope of the move changed substantially from the original estimate. Regarding the $750 this was for a guaranteed delivery window for the dates of 2/27/2025-2/28/2025, which is an optional service that was offered and selected by the customer, and we did fulfill this request by delivering on the agreed date.
  Regarding the payment prior to unloading, this policy is clearly outlined in all signed estimates and was also reiterated at the time of delivery confirmation: Final payment is required before any items are unloaded from the truck. The customer was informed of her remaining balance and provided with all acceptable forms of payment. She indicated she wished to pay via Zelle, which is not a standard form of payment our company accepts.However, we let her know that the driver may choose to accept it on our behalf,but that this would be at his discretion. We also advised her to have an acceptable backup payment method prepared, which unfortunately she did not. While we understand there were temporary issues with her banking app, our movers waited patiently until the situation was resolved. This resulted in a significant delay not only for her delivery but also for customers scheduled after her. Despite this, we waived the applicable waiting time fee as a courtesy.
  We are also aware of the customer's concerns regarding damaged items. The claim process is managed by a third-party company, ********,and claim instructions were provided at the time of pickup and again at delivery as part of the Bill of Lading. We understand that the customer registered her claim online and listed four items but did not upload supporting documentation, photos, or required paperwork. In order for the claim to be processed and compensation considered, the claim must be completed in full. Once that is done, we will be happy to assist in resolving it.
  We strive to provide clear communication and transparency throughout the moving process, and we regret that the customer feels dissatisfied. We are still willing to work with her to complete the claims process and resolve any remaining concerns.
  

  Customer Answer

  Date: 04/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat acceptable.  However, I did provide documentation and pictures to CSI.  I also did not appreciate that there was one individual to unload my stuff for 4 hours on Friday.  It was inefficient and I should receive money back for paying the $750 to ensure a timely unloading on the day that I paid for.   
  
  Sincerely,
  
  ******* *****