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:04/01/2024

  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.

  ******* ************** the customer service rep had assisted me with the start of the moving process, she did call me a week before March about a quote that she have given me. I had given her a deposit of $1000 through my debit card, and that they would have movers coming to my apartment in ********** by the 18th they didnt know who up til the 20th. When the movers came they stated that the furniture I have would be more that 455 cubic sq feet itll be little over 1000 cubic sq feet and would have to charge me extra. Currently Im still waiting for my items, I have called ***** who is a dispatcher ************* she is very unresponsive and she doesnt text me back when I had confirmed the delivery date ***** had told me itll be either ***** of March and it didnt show up, customer service rep had told me that itll come on the ***** and still havent shown up. When I called the moving company again the other customer service rep who wasnt ******* had told me that the contract stated that the moving can take up to 30 days but no one had told me about this situation from the beginning.If I had known that itll take 30 days for me to receive my items I wouldnt have done business with them.

  Business Response

  Date: 04/19/2024

  ********, ***************************** did not give correct sizing estimates for her items. Upon pick-up, the items were larger than the customer explained during her initial booking; therefore, required more cf than the 455 cf that was initially estimated. The customer was given the option to increase the space on the truck to accommodate the size of her large items; she decided against this and hence was not charged any additional fees. In response to our dispatch manager, *****, not responding that is incorrect. ******** and our dispatch manager, ***** were in constant communication during the move, and copies of text messages and call logs can be provided. In addition, the job has been completed; the customers' items have been picked up and successfully and safely delivered. ***************************** had Standard delivery service for her move which is an estimated timeframe of 7-14 days, although that timeframe is an estimation and not guaranteed. ********************************* items were picked up on 3/20 in ********, **, and delivered in *******, ** on 4/4, which is well within the contracted timeframe that ***************************** signed and agreed to on her Bill of Lading. A 30-day timeframe is the regulation provided to all long-distance carriers from the ********** of *************** however, delivery did not take anywhere near 30 days; her delivery was completed in 16 days. ***************************** pushed us for a specific delivery date early on and we gave her the best delivery date for what was available. There are many factors out on the road that are out of our control such as traffic, road conditions, weather, wait times at the scales, and inspections, etc... so it is hard to factor all of this in to give an accurate timeframe for delivery so far ahead of time. ***************************** is requesting for her entire labor (including taxes and fuel), pick-up and delivery payment, and deposits to be refunded which we don't agree to since all contracted services were provided to *****************************.

• Initial Complaint

  Date:03/31/2024

  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.

  They did not move everything. They said the truck was full and we had to move the rest ourselves. Meanwhile the price doubled-as we had 4 hours to vacate. They lost items. We have adjustable beds.. They lost the legs.So I sleep on a mattress on the floor..***** gave us one price, the movers said it was 100$ more & ALL had to be in cash. When she admitted owing us the money, she said I had to drive up there to get it. Her movers were supposed to come back the next day with the rest of the delivery they could have delivered a check too. Except they never showed up. We never heard from them again. Just a claims form.

  Business Response

  Date: 04/10/2024

  We're sorry that ******************* feels as though we did not follow through with our obligations, however, we feel that we provided all the contracted services according to the contracts signed by **************. We try our very best to treat all our customers items with the care and respect that they deserve. There are many moving parts when moving goods a long distance and there are times when an item(s) may get damaged or misplaced. The only items ************* let us know were missing were the legs to his bed. We did a thorough search of our warehouse, trucks and also reached out to other customers whose items may have come in contact with his items during his move. Ultimately, we were unable to locate the missing legs and suggested that ************** file a claim for these items so that he could receive compensation. for the missing legs. Regarding the quote we supply a customers quote based on the items that they provide to their sales representative at the time of booking. If a customer does not supply us accurate information regarding the items that they will be including,then there quote will obviously not be accurate. At the time of booking on 12/01/2023 ************** supplied his sales rep with his inventory that totaled 12 items, 44 pieces which we estimated would utilize 287cf on the truck. It states on the booking contract that this is just an estimate that only includes the items listed on the inventory, and any additional items or services would result in additional charges. A contract was sent to ************** and signed by him on 12/01/2023. During the customers quality assurance call on 12/10/2024 ************** added more items to his inventory which then totaled 21 items, 72 pieces which was then estimated to utilize 442cf of space on the truck. An updated estimate was sent to ************** and was signed by him on 12/10/2024. Then on 12/13/2023 when our crew was physically at the customers pickup location, he had some items that were bigger than expected and also more items that were not on the inventory which then totaled 25 items, 76 pieces which utilized 700cf of space on the truck. A final estimate with the related pricing was sent to ************* and signed by him on 12/13/2023 before the loading of the goods on the truck.  ************** had a locked in rate of $5.00 per cf, which means if there is additional space that is needed then he will be charged at that locked rate per cubic foot. We did lower the locked in rate per cubic foot to $4.50/cf when he went up to 442cf, so any additional space was charged at this rate of $4.50/cf. The total price of the move is not locked in at booking because a customer could have more items at pickup, in which they would then be charged accordingly for.************** was charged for the amount of space that his items utilized on the truck and accepted the pricing before the goods were loaded.  ************** did not have to pay just with cash at pickup, as we accept multiple forms of payment at pickup. He chose to pay with cash, and we gave him the correct price, but he ended up overpaying. Initially,he was told that he would have to come to the office to be reimbursed, however we provided him a refund of $100.00 to him via Venmo. Before pickup ************** had reserved 442cf of space on the truck. We had some additional space free, so we were able to accommodate 700cf total of space for him, however the other space on the truck was reserved by other customers so we could not offer him more space than the 700cf.  This is why we were unable to take all of Mr. ****** items and took what we were able to.If ************** was honest with all of his items, we could have reserved the correct amount of space prior to pickup. ************** also changed his delivery destination several times from *******, ** to ****************, ** and then back to *******, ** which makes it difficult to schedule his delivery. At delivery he had told our dispatch manager that her voice on the phone was the only thing keeping him from committing suicide. We were unsure if he was really feeling this way, so we had to take the situation seriously and take extra precautions to make sure that our crew was safe while on his property. This included having additional crewmen at his delivery. At delivery on 03/14/2024 we delivered all of Mr. ****** items, so we are confused as to why we would return the following day as his complaint comments mention. As stated above the only items that were missing were the bed legs which we conducted a search for.    

• Initial Complaint

  Date:12/27/2023

  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 moving company came to my home in ********** to get my items, which included two brand new ******* tvs, a dresser and a marble top dining room table. Everything was picked up and noted on the itemized list, but at delivery at my new place in *****, the movers delivered two off brand and different sized used tvs, a dresser with a hole in it, and dropped the dining room table and cracking a large piece off the table. The theft of the tvs was filed with the ****************************. After waiting 4 months through their claim process through a company called CSI, they offered me a few hundred dollars, as they are basing the claim on the weight of the shipment, which was inaccurately done, and doesn't take into account the missing tvs. The total move cost me $6,000.00, new tvs cost me $1,600.00, dresser cost me $399.00 and the dining room table cost me $2,400.00.

  Business Response

  Date: 12/27/2023

  Regarding the missing items, our employees are thoroughly vetted prior to hiring and our property and trucks have surveillance, so we do not feel that any items have been stolen or switched with other items, however we take this matter very seriously and will look into it. We apologize that this customers items did not return to them in the manner that they were picked up. We reached out to the company who processes our claims and it looks as though this customer filed a claim and did receive compensation. Our company provides customers with the basic level of liability coverage for their items free of charge which is a basic level of coverage and not meant as full value protection. We are not an insurance company, so we do not sell additional insurance coverage. If a customer chooses to get additional coverage for their items they would have to reach out to their homeowners or renters insurance to add a rider to their existing policy or contact an insurance company who can provide them with this service. This customer had the basic level of coverage which covers items at 60 cents per pound per article and they were compensated according to this level of coverage. As stated above, this basic level of coverage is not meant to provide full value protection. Unfortunately, we cannot provide coverage over and above the level that the customer has chosen. This customers items were picked up in ****************, ** and at the time of pickup all the items were inventoried.The items were then brought to our facility in NV and put into vaulted storage.The items were then loaded up and delivered to **. Any time a customers items are moved the items are all inventoried and accounted for in our system. The claim is based on the information that the customer provides about their items by providing the make and model so that the weight of the items can be researched,and accurate weight accounted for to process the claim. After the claim is processed,it is sent to the customer to review and accept. If the claim was incorrect then CSI Pros would have corrected any errors. However, the compensation amount cant just be increased because the customer is not happy with the amount. Looking at the claim, the customer was compensated for the 2 televisions, a dresser and a marble top and steel frame dining room table. We apologize that this customer did not find the claim settlement amount to their satisfaction, however the basic level coverage would not provide compensation at full market value.  
  

  Customer Answer

  Date: 12/28/2023

   
  Complaint: 21061458
  
  I am rejecting this response because:

  It is all lies which is not surprising the company it is coming from. ******* lied to me from the very beginning and promised me she would make sure the move went off without a hitch, even after I called her to tell her that someone from your company called me warning me not to go with Royal Moving, as the owner and ******* were thieves.

   Irrespective as to how much you say you vet your employees, you don't only use your employees, you contract out and that's what you did with whoever it was that delivered my items, and he told me that when I spoke with him on the phone. In any case, your company picked up two brand new ******* TVs in original boxes, from my house and delivered two used tvs ******* / Vizio wrapped in cardboard patchwork boxes. You also delivered a mirror and kitchen items that were not mine, all of which were told to **** the other lady I have spoken with at dispatch. Again, a police report was taken by the *************. I understand how you say you will look into it, but it has been 4 months now and your people have all be emailed and texted the same info explaining theft of the TVs. I call it theft because the police said it no TVs had been delivered you could have said they were lost, but since other items were switched out with mine, that shows intent and is therefore considered theft.

  Regarding the claim I filed with CSI 4 months ago, yes I did file a claim, but I rejected their pathetic attempt to compensate me $177.92, and I never received any funds from that claim. Why would I accept that? I do feel like CSI is colluding with your company to cover this up and to minimize the payout that is rightfully owed. At the time I was finalizing the move with ****, I told her I wanted full coverage and she that was not available. I am sure you have that conversation recorded for training purposes, right? Even with the **** cents per lb of coverage, again CSI was working with you to only say my items weighed the industry standard weight of 80 lb when the table actually weighs close to **** lbs, as it is a metal stand with a thick marble top. Along with pictures showing the damage, I also provided the table model and website I got it from, which states the cost of $2,400.00 and the size and weight, all of which were ignored by CSI in doing their claim. They did pay attention to the **** dresser which cost $ a few hundred dollars, though, which the same information was provided for.

  Your people picked up my items in ********** on two trucks, as they didn't have room for all of my items on the original truck they sent out, and probably didn't properly mark my items correctly, or conveniently had it fall off the truck. It just so happened that the two brand new TVs were placed on the second truck with a few of my other items while the two used TVs you picked up (picked up a total of 4 TVs) were on the first truck. Hmmmm. 

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

   

  Customer Answer

  Date: 02/01/2024

  I understand the company has not responded, and clearly that speaks volumes about what actually transpired, but why does my complaint not show online on your website under this company?

• Initial Complaint

  Date:12/04/2023

  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.

  nov 14 th hired royal moving company to truck my goods from **** ** to *********** today is dec 4th only 1 call from royal moving to this point. I have a new job at ********* and have been waiting for my goods, last thru i got a call truck is in ******* will be here sun or Mon today no call no show very upset at this company holding my goods hostage. My new job has been on hold as us veteran i am telling the truth , I have reads reviews on this company now same problems I'm having, I pd 850 to begin with 745 to load truck now they want ***** because they say i took up space on there truck ************************* *********** thankyou.

  Business Response

  Date: 12/06/2023

  This customer's items were picked up in ****, ** on 11/14/2023 and delivered in *************** on 12/02/2023. The customer has standard delivery service for his move which is an estimated **** days, however we do have up to 30 business days from the customer's first available delivery date of 11/22/2023 to deliver the items. This is stated on the customer's Bill of Lading and also explained to the customer verbally over the phone. 

• Initial Complaint

  Date:11/22/2023

  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 has to be the slimiest, most unprofessional scuzzy moving company around. I'm somewhat at a loss for words as we have just dealt with so much bs from this company, I don't even really know where to begin. We were quoted for $3,580.00 to get our 4 bdr house moved across country. The day of the move they showed up and told us that we had way more than we originally told them we had. We didn't. They raised the price to $8,500.00, knowing our desperation wouldn't allow for a last minute change, we reluctantly agreed. They then told us that they don't go upstairs so my wife and I moved everything down ourselves. Then we get told that there would be an additional "bulking fee" for anything heavier than 200lbs. They started asking what was in boxes (shady) snd grabbing everything without checking what was on our list and when they had filled our space, they ended up leaving several key pieces behind. Fast forward 2 weeks, we still haven't gotten our stuff. In that time I've flown back home, rented a 15' truck and packed/moved everything myself back to the house with 0% breakage. Btw, **************** is HORRIBLE, couldn't get anyone on the phone for days to give us an update. Truck finally showed up today. They had moved all of our stuff onto a different truck, rifled through everything. Drawers, boxes, totes...etc. So much is missing and/or broken. My sons PS5 that I was stupid to have packed it in its original box, gone. Electronic boxes ripped open and contents stolen. Jewelry, tools, gone. It's like if everyone in the state prison got out on the same day and decided to start a moving company. Complete trash. We are filing a claim but doubt anything will happen. There's a reason why Royal Movers are not BBB accredited, have only 1 Star and have TONS of bad reviews. Do your homework, find a company that respects their reputation and your valuables. Hopefully this is read by someone who did a little more homework than us and this will save alot of headache. -0 stars.

  Business Response

  Date: 12/06/2023

  We can only supply a quote based on the information that a customer supply to us. At the time of booking this customer had 27 items, 79 pieces on their inventory which was estimated to utilize 827cf on the truck. On 11/03/2023 our quality assurance manager reached out to the customer to go over their inventory a final time before the items were due to be picked up. We do this because at the time of booking a customer is generally not all packed therefore, they don't know exactly what items they are including in their move. We figure that 3-4 days before the scheduled pickup window a customer generally has their list of items they are taking complete. During the quality assurance call the customer added additional items to their inventory. These additional items caused an increase in the amount of space they would be using on the truck. The updated estimate had 43 items, 136 pieces with an estimated ****cf of space on the truck. This updated estimate with additional items, increased cf and updated pricing was sent to the customer, and they signed on 11/03/2023 agreeing to the terms and conditions within. On the day of pickup, 11/06/2023 the only additional item that was added to the contract was the bulky fee for the 3 oversize dressers and the bulky fee goes directly to the crewmen for the additional labor that involved. Therefore, at pickup the price only increased by $1,250.00 since the customer had already been sent the updated estimate with the additional items on 11/03/2023 and agreed to that pricing. It was explained from the first call that the customer was paying for the amount of space that the items utilize on the truck, so adding additional items would cause an increase in pricing. The customer also had standard delivery service for their move which is an estimated **** days. The customers items were picked up on 11/08/2023 in ** and the items were delivered in ** on 11/20/2023, which is well within the contracted dates for delivery. At pickup this customers items did not utilize the entire truck, they did not have straight delivery service and all of the other customers whose items were picked up in the same truck were not all going to ** for delivery. Therefore, the items had to be unloaded and reloaded onto another truck going to the ** area. Regarding the missing items, our employees are thoroughly vetted prior to hiring and our property and trucks have surveillance,so we do not feel that any items have been stolen, however we take this matter very seriously and will look into it. We apologize that this customers items did not return to them in the manner that they were picked up. We reached out to the company who processes our claims and it looks as though this customer has not filed a claim yet. Just so that they are aware the customer has 9 months from the date of delivery to file a claim for compensation for any items that are missing and/or damaged during their move. We will conduct an investigation into the missing items as well as conduct a search of our warehouse, trucks and reach out to other customers whose items came in contact with this customers items. BBB does not post positive reviews for our company because we do not pay them an annual fee to do so and be accredited with them. The fee to BBB can be as high as $10,000 annually just for the BBB to weed out the negative reviews and post positive reviews. As a company we have decided that the time and cost required versus the benefit we would get from the accreditation from the BBB simply made no sense to us. 

• Initial Complaint

  Date:11/18/2023

  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.

  11/14 initial contact made for 11/17-11/18 moving services.11/15 estimate given by ****-(Sales) comments in text and on phone calls with negative remarks about others in the business.11/16 pictures sent, price/mil. Discount given, estimate agreed upon, ***** payment sent, bill of lading sent. ****, salesman on phone/text, sends a text message at ****, asking me to please sign the BoL. I replied shortly thereafter, if it was received by ******?Response from **** Ill get with him and let you know. I asked for Date/time of delivery. Response They will be calling you later today early in the morning. Monies from Venmo removed. 11/17 no phone calls/text I was up at ****cst, notified **** at **** cst/0730pst. No response. 3 phone calls made to the businesses 877# immediately puts you on hold after 3 rings waited on hold for a minute each time with no ability to leave message. Call **** now closer to 11:30/9:30pst. Business open at 9:00am. No response. Phone call received from unknown #(844) **** cust. serv. noting they missed a call. I stated I received no calls, no answers from email (to ******) or calls to **** or customer service. Questioned when my delivery was to take place. I was told the following day 11/18. I asked about times and was told Id get a call back later today. I didnt have a good feeling about that and expressed that I was told the same thing, the day before, agreed, hung up and started looking at my estimate and cancellation policy. It states that within 72 hours a cancellation can be made with a full refund. I submitted it online as I was instructed by clerk to do If I didnt receive a call for after hours notification. Called back to 877# company number, notified of my want to cancel after researching the co. Has NO BBB rating at all. Was put on hold, while manager listened to me tell my DIL I should known better. Manager then picked up and began swearing at me when I said that lack of communication is bad business. Call/text offering help.

  Business Response

  Date: 11/21/2023

  The customer booked on 11/15/2023 and made a deposit of $931.00 to secure their reservation with a pickup window of 11/17/2023 and 11/18/2023. The customer signed their contract on 11/15/2023 which states, "if the first scheduled pickup date is within seven business days of booking, then my customer payment/deposit/fee is non-refundable." Therefore, the customer's deposit was immediately non-refundable at the time of booking. When the customer called into the office on 11/17/2023 to cancel her booking it was explained to her that a truck was already dispatched out to her pickup location for her pickup the following day and per contract her deposit was not refundable. The customer agreed to the terms and conditions of our contract which includes our cancellation policy when they signed said contract on 11/15/2023. The customer said that she was canceling her reservation because of poor communication in the form of not being confirmed for a date and time for pickup by the morning of 11/17/2023. We explained that the dispatch department calls customer's the day before the customer's scheduled pickup date and the confirmation calls are made between 2-5PM PST, so she would be getting a call later that day to confirm the timeframe of her pickup for the following day. The customer was adamant that she wanted nothing else to do with us and just wanted us to refund her deposit. The customer's funds will be held in an escrow account for her to use for up to 1 year from the date of cancellation towards a future move with our company.   

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20885997
  
  I am rejecting this response because: The lack of solid communication with RC was very disappointing and frustrating and was expressed as such. I went into this move expressing the need to have a time as I needed to have childcare for my 2 grandchildren so as not to an interruption. Other arrangements needed to be made. The agreement was reached with ****, who then never replied back after monies were exchanged and I sent the email requesting to cancel. The manager came to the phone belligerent at my comment that I made to another person while on hold I shouldve known better, referring to the fact that I had not done the appropriate research. He was rude immediately. At this point I was angry as my feelings at this lack of empathy, response times, rude exchange with the manager were just too unsettling. I made a short notice agreement, I am retired military just this year in June. I had the ability to use my privilege to have my family moved as ***** is not my home of record. Albeit a few red flags went off initially, this was the highest bid I received, however, **** had stated that a military discount was not given with the original estimate and came back in the middle of the other two companies I had selected. I chose CR for the prompt reply, on the phone **** won my trust, as this move was for my child and his family who were recently displaced and moving to ******** was a move back to home. I do not agree with CR as going into this there was never a single mention of a deposit being retained, until a cancellation was issued due to their lack of professional behavior only after the deposit was received by the company. 
  I made every effort on my part to obtain some kind of time of services to be rendered, which was not given at all until I made contact repeatedly and at that point my trust was lost in this organization. I wanted nothing to do with anyone at this point as I did want any damage to come to the few items that my sons family had. 
  I do need the services of a moving company that operates in such a manner and a retention of my deposit for future use is an insult to expect that trust could in any way be restored.

   I would like my deposit refunded as a matter of good faith as the obvious resolve to retain is not needed, expectation of services rendered we lost due to poor communication, only until after asking to cancel and at that point the exchanges made verbally were unacceptable. If this company sees fit to keep my deposit when they did not complete this transaction in a timely, professional manner, followed by belligerence in leadership communication. So be it. 
  

  I would never have a need to use their services again, I am not a resident in the ***************.

  A fair compensation in my opinion would be to give me a full refund, however, I do understand that the time was expended, however, unprofessionally, I would accept a 50% return. 

  I signed their contract, blindly, due the need for the short notice. To take advantage of individuals at this time of the year when obviously desperate and at the mercy of corporations that would treat a 20+ year veteran of this great Nation in such a disrespectful, unprofessional and I empathetic manner. Surely demonstrates the caliber of business they are and the lack of a solid leadership foundation they have.

  Very respectfully and sincerely,
  
  *******************

  US Army retired RN

  US Air Force veteran medic/flight nurse

  Business Response

  Date: 12/06/2023

  As stated, and explained to the customer, the deposit was immediately non-refundable at the time of booking since dispatching services began immediately due to the short duration from booking to the pickup window. The funds will be held in the escrow account for the customer to use for up to 1 year from the date of cancellation for a future move with our company. If the customer is not **********************, then a friend or family member can also utilize those funds.  

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20885997
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/10/2023

  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.

  6/15/2023 -6/16/2023 I hired Royal Movers to move my household item from *************** To *********. 3 men 1 truck showed up 6/15. Unqualified un professional broke items while loading (table arm) Strong arm threat to pay cash on spot changing ins. values & compensation after damage weas done. Pay & sign or we take you items away. I am handicapped. ****** is upstairs disassembly and reassembly plus moving all ***************** upstairs. basic ************ 6/16 4 men & 1 truck arrive total strangers. They leave 41 boxes in the garage, destroy furniture break glass shelves fail to reassemble bed frame so it's safe secure. Laugh at me because I'm in the way going down stairs slow due to partial paralysis. I ask them to please move boxes upstairs no reply. Then they bring in ***** GREENs items from my truck. **** loading driver said this truck is secure and locked. *****'s record storage box, night stand, large hope chest and stand up fan this persons belongings are now in my bedroom. I say THAT"s not mine and the man leaves it on the floor. I had multiple items destroyed damaged and missing, Truck not secured at all. around 750pm i'm upstairs & notice silence. I walk out to see all 4 men in the truck driving away. I yell stop the truck I want to see my inventory list and what is in the back of the truck. I yell loud 4 times my neighbor takes notice and by the time i am downstairs they are driving away laughing at me. I yell driver stop that truck. he speeds up and they leave me with damage, loss, 41 boxes in my garage. Service agreed on not provided in slightest, Items damaged 35 calls to resolve ignored. I mailed ***** her record storage boxes after Royal said twice they would come pick up her stuff they never showed twice. It's taken me 3 months to unpack and inventory all missing and damaged items. ******* disregard for handicapped individual. I seek refund of all monies paid to Royal Movers failed service ************** $4,491.48

  Business Response

  Date: 10/10/2023

  The only thing that changed at the time of pickup was this customer's pricing because they had additional items and some items that were bigger than expected which caused an increase in pricing since he needed additional space on the truck. Customer agreed and signed all necessary documentation at the time of pickup agreeing to the updated pricing. It is true that we have our customers sign their Bill of Lading at pickup which is required of us to follow the regulations of the **** of ************** and customers pay for the pickup of their items which is 50% of the balance which is stated on their booking contract. If a customer is not going to sign the necessary documentation, then by law we cannot proceed with their move. This is the first time we are hearing that the customer had any damaged or missing items. The customer is still within the timeframe to be able to file a claim for any items that are damaged and/or missing. We usually do a search for any items that are missing but since his move was almost four months ago and this is the first we are hearing about these missing items there is a very small chance that they would be recovered now. Customers are provided with the basic level of coverage which is provided by us free of charge. This coverage is not meant as full value protection. We did not change the coverage or compensation amount at the time of pickup because we only provide that basic coverage as we are not an insurance company and don't provide additional coverage. Our employees treat every customer with respect whether or not they may have a handicap or disability. I find it strange that we are only hearing now almost four months after the delivery of this customer's items that he had a terrible experience with some of our employees and that he felt discriminated against. If this happened to myself, I would certainly be calling the company to make sure it would be addressed. This customer has not only submitted this complaint but has also disputed all of his credit card charges without even trying to address any of his complaints with us first. When there are issues during a customer's move, we hope that the customer would reach out to us so that we can attempt to resolve the situation but unfortunately this customer did not give us the opportunity to do that. Unfortunately, we will not be refunding this customer, however the customer may submit a claim so that they can be compensated for any items that were damaged and or missing during their move. The claims information has been sent to the email address that we have on file for the customer. I don't know what happened with the mix up with this customer receiving other customer's items at delivery and why that was not addressed at the time of delivery or thereafter especially when we are located so close to this customer's delivery location, so it could have been easily addressed. This is something that we will have to look into.

• Initial Complaint

  Date:09/14/2023

  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.

  Royal Moving misrepresented themselves throughout our moving process. The provided su with a Binding Quote, but when they arrived to move our furnishings the driver said he needed more ******** he would drive away. We were forced (couldn't find another mover since we had to be out that day) to pay an increase of 80% higher. When we contacted them to have our furnishings delivered from their storage unit to our new house in *****, they then asked of more money to provide us with a 3-day delivery window or we would be at the mercy of them finding a semi who had room to deliver our belongings. Again we offered to pay once our furnishings arrived. Royal Moving did not deliver our furnishings during the 3-day window provided, but called us five days later and said our belongings were on their way to us. When the true arrived late at night, they had no paperwork for us to cross check that everything was delivered. Our belongings were thrown in the truck ad we had multiple damages. We did to find out until a day later that EVERY valuable box was missing. I called Royal Moving several times and was given their insurance carrier, CSI. I opened a claim, but was denied because I did not check off my boxes. This would have been impossible to do since boxes were broken open and trash was mixed in with our belongings. My total losses are over $15,000.00. These items were stollen by Royal Moving or damaged by their employees during the moving process. I have a full letter with details attached.

  Business Response

  Date: 09/15/2023

  This customer had reserved ****** of space on the truck for their items prior to pickup. At the time of pickup the customer had additional items that were not on the inventory and items that were bigger than standard size. The ******* estimated that at worst case the items would not use more than ****cf. An updated contract for ****cf and related pricing was sent to the customer and signed by the customer. The items ended up utilizing ****** of space on the truck. The Bill of Lading for ****cf and related pricing with 60 days of free storage was sent to the customer and signed on 05/30/2023. All pricing was discussed at the time of pickup and it was explained that they had the option to choose select items that would fit in the previously reserved ****cf, however they wanted to take the additional items. The binding rate is the locked in rate per cubic foot which is $4.50 per cube which was what the customer was charged. It is explained at the time of booking as well as is stated on all the contracts that the customer signed that she would be paying for the amount of space that the items us on the truck. The customer added expedited delivery service for $650.00 to her move on 06/08/2023 which was nine days after the pickup. We told her that we would try our best to deliver her items on her requested dates of 06/28 to 06/30, however since we were not able to deliver her items during this timeframe the additional $650.00 was never added to the customers Bill of Lading and she was never charged for this service. I apologize that the customers items were not returned in the same condition as they were picked up. We have contacted CSI Pros to go ahead and process their claim and we have doubled the claim settlement amount as an act of good faith. The customer should have received an updated claim settlement from CSI Pros. If not received yet they should be getting it very soon.  

  Customer Answer

  Date: 09/18/2023

  The response from Royal Moving is far from accurate.  We spent 3 hours on the phone with a representative from Royal Moving PRIOR to their arrival detailing every box, crate and item, including measurements of every piece.  I also find it interesting that there are over 20 complaints on yelp with the exact same issue. As for offering to pay double the fee for my stolen and damaged items, that came out to $300.  My losses total $15,000.00.  I have no intention of settling for anything less since this company is a scam.  I also provided over three weeks notice for delivering my items to my new house.  I also was told  by the driver that my items would be fully crated, all together and that the crate would not be opened until delivery.   This was not true.  Royal Moving is an unethical company who stole all of my expensive possessions, but mysteriously none of the boxes labeled household or garage were stolen.  Only the boxes labeled purses, boots, shoes and Collectables.  Not sure why they did not respond to you about my stolen things at all.

  Customer Answer

  Date: 09/18/2023

  The response from Royal Moving is far from accurate.  We spent 3 hours on the phone with a representative from Royal Moving PRIOR to their arrival detailing every box, crate and item, including measurements of every piece.  I also find it interesting that there are over 20 complaints on yelp with the exact same issue. As for offering to pay double the fee for my stolen and damaged items, that came out to $300.  My losses total $15,000.00.  I have no intention of settling for anything less since this company is a scam.  I also provided over three weeks notice for delivering my items to my new house.  I also was told  by the driver that my items would be fully crated, all together and that the crate would not be opened until delivery.   This was not true.  Royal Moving is an unethical company who stole all of my expensive possessions, but mysteriously none of the boxes labeled household or garage were stolen.  Only the boxes labeled purses, boots, shoes and Collectables.  Not sure why they did not respond to you about my stolen things at all.

  Customer Answer

  Date: 09/18/2023

   
  Complaint: 20599225
  
  I am rejecting this response because:

  The response from Royal Moving is far from accurate.  We spent 3 hours on the phone with a representative from Royal Moving PRIOR to their arrival detailing every box, crate and item, including measurements of every piece.  I also find it interesting that there are over 20 complaints on yelp with the exact same issue. As for offering to pay double the fee for my stolen and damaged items, that came out to $300.  My losses total $15,000.00.  I have no intention of settling for anything less since this company is a scam.  I also provided over three weeks notice for delivering my items to my new house.  I also was told  by the driver that my items would be fully crated, all together and that the crate would not be opened until delivery.   This was not true.  Royal Moving is an unethical company who stole all of my expensive possessions, but mysteriously none of the boxes labeled household or garage were stolen.  Only the boxes labeled purses, boots, shoes and Collectables.  Not sure why they did not respond to you about my stolen things at all.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/18/2023

  This customer's items were crated separately in our warehouse. Pictures of the customer's crated items could have been provided at any time if requested. The expedited delivery service was added 3 weeks past the time of booking and over a week past the items being picked up.Since this service was not reserved beforehand, we were not 100% positive that we would be able to make the requested delivery window. As stated previously the charge of $650.00 was never added to the booking because we were unable to make it during the requested dates. The last few days of the month is always a busy time and there was also the Forth of July holiday which compounded things causing a staff shortage which resulted in the delivery occurring 6 days past the requested window. According to the customer, the loss and damaged items amount to $6,080.00; not $15,000 as stated. See attached screenshot of customers claim. The damage to the furniture, with an exception for the entertainment center, looks to be cosmetic. The other damage was to a fan and an entertainment center which since it was fragile, it should have been specially packaged for transport, however the customer did not want to pay for that additional service. Missing items provided by the customer are a large rooster statue, a dolly/hand truck, a box containing 2 baking sheets, 2 serving trays, and a blanket, and a box with 6 pairs of boots. Our claims get processed according to the level of protection that the customer has for their items.This customer has the basic level of protection which is not intended to provide full value protection for any missing and/or damaged items. Customers have the choice to purchase additional insurance before the items are picked up by adding a rider to their homeowners or renters insurance or by purchasing coverage from an insurance company. This customer chose not to go that route. As an act of good faith, we have gone over an above the basic level settlement amount. Unfortunately, we are not going to be providing more than $355.30 which is twice the amount that was initially offered. We offered this customer additional compensation for their claim, they got 60 free days of storage, and they were never charged the additional $650. This customer believes we are a scam because they were required to pay for the amount of space that their items took up on the truck? The customer agreed to the pricing and was told from the beginning that they pay for the amount of space that their items use. At the pickup we estimated the items to use ****cf and the customer was sent an updated contract for the ****cf with related pricing that they agreed upon. The customer ended up utilizing ****** which is stated on their Bill of Lading which the customer signed for and agreed to. If we were a shady company then we would have just charged this customer for ****** since they had already agreed for that, but we did not do that. The customer paid for the space, the ****** that the items used, no more and no less. We have done a thorough search for this customer's missing items, but unfortunately, they have not been located. If we come across any of this customer's missing items, we will be reaching out to them. 

  Customer Answer

  Date: 09/19/2023

  Again, they ignore the fact they stole items, broke items, damaged items that paying additional protection should never be needed.  Funny, I was never offered a picture of my crated belongings?  A reputable company would automatically provide this added feature.  I have also reached out to several more clients who experienced the same issues and all have agreed to file BBB complaints.  The supervisor of the pick up, who also delivered agreed that the truck was packed poorly and took a lot of pictures.  If you read the *** claim correctly you would also see the over $6,000.00 in designer purses missing.  As for the large rooster, it was a family heirloom purchased in ***** and could never be replaced.  What is also not responded to by Royal Moving is why we spent the hours on the phone detailing every item we had boxed, including sizes to only be charged an extraordinarily high price last minute.  Every review notes this same issue.  Some people were asked to pay the driver cash and he would just move it all.  My next step is to file a report with the *************************** as recommended by my attorney since I have stolen items with high value.  I would settle for a full refund of every dime I paid which is far less then the value for the items stolen, broken, and damaged.  By the way, the simple repair for the ***s and broken hutch totaled $18,000.00.  $400 for the king *** to be sanded, stripped and restrained, $300 for each iron *** to be sanded and re-powder coated.  The broken hutch was $365 to replace the broken boards and sand and repaint with chalkboard paint.  The TV hutch had to be fully replaced since it was in pieces and put back on the moving truck.  A replacement cost $450.  So these simple repairs are costly all because your company threw my items onto your truck instead of taking the time to properly load and secure my items.  When the back of the truck was opened things fell out.  I am in the process of contacting all negative reviews on Yelp and have asked them to file their own BBB report if they so wish.  ****** received a no yet.  The only positive reviews were for local ********* moves.  Every long I distance move had the same complaints.

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 20599225
  
  I am rejecting this response because:

  Again, they ignore the fact they stole items, broke items, damaged items that paying additional protection should never be needed.  Funny, I was never offered a picture of my crated belongings?  A reputable company would automatically provide this added feature.  I have also reached out to several more clients who experienced the same issues and all have agreed to file BBB complaints.  The supervisor of the pick up, who also delivered agreed that the truck was packed poorly and took a lot of pictures.  If you read the *** claim correctly you would also see the over $6,000.00 in designer purses missing.  As for the large rooster, it was a family heirloom purchased in ***** and could never be replaced.  What is also not responded to by Royal Moving is why we spent the hours on the phone detailing every item we had boxed, including sizes to only be charged an extraordinarily high price last minute.  Every review notes this same issue.  Some people were asked to pay the driver cash and he would just move it all.  My next step is to file a report with the *************************** as recommended by my attorney since I have stolen items with high value.  I would settle for a full refund of every dime I paid which is far less then the value for the items stolen, broken, and damaged.  By the way, the simple repair for the ***s and broken hutch totaled $18,000.00.  $400 for the king *** to be sanded, stripped and restrained, $300 for each iron *** to be sanded and re-powder coated.  The broken hutch was $365 to replace the broken boards and sand and repaint with chalkboard paint.  The TV hutch had to be fully replaced since it was in pieces and put back on the moving truck.  A replacement cost $450.  So these simple repairs are costly all because your company threw my items onto your truck instead of taking the time to properly load and secure my items.  When the back of the truck was opened things fell out.  I am in the process of contacting all negative reviews on Yelp and have asked them to file their own BBB report if they so wish.  ****** received a no yet.  The only positive reviews were for local ********* moves.  Every long I distance move had the same complaints.

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

  Business Response

  Date: 09/19/2023

  If this customer wishes to file a complaint with law enforcement, it is their prerogative. We've already provided additional compensation as a resolution. At this point we accept that this customer is not satisfied, however we are not providing any additional compensation over what has already been provided. 

• Initial Complaint

  Date:08/22/2023

  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.

  I moved from ***** to ********** in the last month. When looking for moving companies earlier this summer, I submitted a form on moving.com which prompted multiple offers to arrive from competing companies. Royal Moving had a charming salesman, *************************, who sold me on what seemed like a good deal. My goods were picked up on July 21, 2023 in a rental box truck. I was told stairs would be included in cost so what was supposed to be a $400 partial payment on pickup day turned into $1000 - including a $50 premium I paid to have a 200lb glass dining table crated for protection. I received a call on August 12 stating that my items would be delivered the following day between ****pm PST. Around 2 I called the numbers I had communicated with previously to get an update on my delivery and all of a sudden the phone numbers were out of service (I think they are ****** voice #s that just go offline). As I begin to get more nervous, my original sales guy texts me a link to an article listing his boss, the owner of the company, in a lineup of men arrested for moving company fraud (***********************) who is married to *****************************, the name on all of my billing documentation including their venmo/cashapp profiles. My things arrived 5 hours later than promised, and they arrived broken. I requested visual confirmation of my goods before sending payment but the driver refused; they refused venmo or card transaction and stated that cash or cashapp were my only options (suspicious). I had to pay in full before they could even open the truck and give me a sneak peek at my items. The glass table was placed broken in my living room along with plenty of boxes delivered completely open. The merchant is now completely unresponsive and even hostile at times; they refuse to engage in any communication regarding refunds outside of the normal claims process and I'm left with small claims court as a final option. I feel like this is just another scam in their business portfolio.

  Customer Answer

  Date: 08/22/2023

  We have come to a resolution [I guess disregard this complaint]

  Business Response

  Date: 08/22/2023

  We have provided this customer with a refund of $600.00 as a resolution. The check was mailed out today, 08/22/2023, as was discussed earlier today with the customer over the phone and email.

  Customer Answer

  Date: 08/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  We have come to a resolution [I guess disregard this complaint]
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/21/2023

  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 moving company increased costs and attempted to break contract by changing fees. They held my stuff hostage until paying extra money to a personal venmo account. They delivered my stuff damage, and several items were kept by the company all together. I have a much more detailed account of everything that happened which I uploaded as a word document. I have videos, pictures, screenshots of text conversations as well as the venmo transaction information.

  Business Response

  Date: 08/23/2023

  The initial booking estimate was for 10 items and 34 pieces which was estimated to use 300cf of space on the truck. Customer was sent the contract she agreed to the terms and conditions within and signed on 07/28/2023. It was explained that she would be charged for the amount of space that her items use on the truck. On 08/07/2023 our quality assurance representative reached out to the customer to go over the inventory a final time before the items were picked up in order to ensure that we would be arriving with the necessary amount of space required for all of the items. At this time the inventory totaled 20items and 59 pieces which was estimated to use 431cf of space on the truck. The updated contract reflecting the additional items and related pricing was sent to the customer and was signed by her on 08/07/2023. The Bill of Lading was sent to the customer and signed on 08/07/2023. The customers items were picked up in ***********. ** on 08/09/2023 and the pricing stayed the same at 431cf. The customer chose the date of 08/13/2023 for her first available delivery date (****). It was explained at pickup that this date is not her specific delivery date, it is the first date that she is ready to accept her items for delivery. The Bill of Lading that the customer signed on 08/09/2023 states this including that we have up to 30 business days from her **** to deliver the items. The scheduling of the pickup window has nothing to do with the scheduling of the delivery date. Delivery is not scheduled until after the items are picked up and scheduling is done based on the customers **** that they provide. The customer had standard delivery service which is an estimated **** days from the **** for delivery, although it can be sooner or later depending on multiple factors. On 08/14/2023 the customer called into the office asking for an update on the delivery of her items and it was explained that dispatch was still working on the scheduling of her delivery, but we would reach as soon as the schedule was completed. The customers items only utilized a small portion of the truck, so it was explained that we could not send out a truck with just her items on it,that we needed to wait a few days until we could put another load or two on the truck to be able to deliver. This is how we keep our prices affordable for our customers. At no time was the customers items held hostage. At this time the customer chose to add expedited delivery service for an additional charge of $1,250.00 which delivery guaranteed between 08/15/2023 to 08/17/2023. The customer was given the option to make this payment by debit card, debit card, check, or by electronic means, bank wire transfer, CashApp or Venmo. The customer chose to use Venmo which was sent to the office managers account. All prepaid deposits were applied towards the total amount of the customers reservation. An updated contract reflecting the additional service and related pricing was sent to the customer and signed by her on 08/14/2023. Any time a change was made to the contract an updated contract was sent to the customer and signed by her. It was explained that the driver would reach out to the customer when he got closer to her area when he could provide her with an accurate eta. The driver reached out to the customer on 08/16/2023, but got no response. The office manager spoke to the customer on 08/17/2023 and let her know that the driver was in her area and to expect delivery later that day with a call by the driver before arrival. The customers items were delivered to her in *************, ** on 08/17/2023. The dispatch manager sent over the customers Bill of Lading for her to sign acknowledging the delivery of her items, but the customer chose not to sign this document. It is stated on this document that the customer is required to sign and submit the delivery payment before the unloading of the goods from the truck. The customer made a fuss so to avoid any escalation the driver unloaded her items without the customers signature. It was explained to her that she would need to sign this document if she needed to submit a claim for compensation if she had any missing and/or damaged items during her move. The customer never called into the office after the delivery of her items to let us know that she had some damaged and missing items. If she would like to call to provide a description of the missing items, we can then conduct a search to locate these items and get them returned back to her.