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:10/23/2023

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
   I do understand the business's perspective that they believe they delivered upon their estimate because I received the majority of my belongings. The roughly $1900 refund request included more than $1000 in lost items (which I provided receipts & purchase history for), as well as their lack of delivery on "white glove service". As a part of their services, I was promised they would provide white glove services by arranging my materials (unrolling my rug, arranging the couch & ottoman, etc.), putting furniture back together, and the basics of not leaving behind trash. However, none of those things happened. I provided the business with pictures backing up my claims. There was trash throughout my house (moving wrap strewn about) and no furniture was put back together. They said they are happy to help me with a claim for my missing items, but that is untrue. When I went through that process, I did not receive a response or a solution. I am unwavering on my request for that refund, and I am happy to pursue legal action to get it. I don't foresee that being much of a challenge given all of the documentation I have and the lack of good faith business operation in delivering on the services promised to me.  
  
  Regards, 
  
  ********* ******of the items that were lost are irreplaceable with sentimental value. The website ************************************ now shows the company as "closed" and I have no way to recover any of my money or my items.

  Business Response

  Date: 10/25/2023

  We have received consumer complaint and have thoroughly reviewed account. We appreciate customers' feedback as we are always looking for ways to improve our services.  That said, we would like to address the following. Timeline of communication and events: On April 7, 2023, the company secured a position on our calendar and provided the customer a Binding Moving Estimate, which was acknowledged, signed, and returned, prior to accepting a deposit of $1339.51 to secure position on our calendar for first availability pickup date of 04/26/23 - 04/27/23. On April 24, 2023, the quality assurance department called the customer to review the inventory before pickup. The inventory was adjusted adding an additional cubic feet which required an additional payment of $660.74. We strive to accommodate customers arriving with the requested window for pick, due to unforeseen delays, no promises can be made.  The initial Moving Binding Estimate policy makes clear “All pickup,  load and/or delivery dates are only estimates and are not guaranteed. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates.” To address the allegations we would like to provide the following: - We have called the customer and provided claims information. Customers desired resolution was for a refund in the amount of $1924.82.  After careful review of the account, the company has concluded we not only stayed in clear communication with the customer but we have executed our end of the estimate. Therefore, no refund can be processed in any form. The company is willing to assist in completing a claim for any missing or damaged goods. However, the company is willing to accommodate a future long-distance move at a discounted rate for the inconveniences. Thank you for your time and attention to this matter. 

  Business Response

  Date: 10/30/2023

  We appreciate customers' feedback as we are always looking for ways to improve our services.  To address the allegations we would like to provide the following: - We have called the customer and provided claims information. Customers desired resolution was for a refund in the amount of $1924.82.  After careful review of the account, the company has concluded we not only stayed in clear communication with the customer but we have executed our end of the estimate. Therefore, no refund can be processed in any form. The company and customer service is willing to assist in completing a claim for any missing or damaged goods. However, the company is willing to accommodate a future long-distance move at a discounted rate for the inconveniences. Thank you for your time and attention to this matter. 

• Initial Complaint

  Date:09/26/2023

  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 have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  No where in the contract it is mentioned that the delivery might take more than a month. So far paid $898.91+ $311+ 1519.09 ( during pickup) and $970 on delivery for a total of $3699 only to wait 2 months and still no sign of delivery. I was told on phone that it will not take more than 14 business day and as per contract they are entitled to keep my belongings only for 30 days after that delivery must be made. I already lost my job because of this delay as i had imp paperwork which they promised at the time of pickup to be delivered by 14 days. And on top they took my belongings to las vegas which is not all the way off from Pennsylvania route to arkansas. And suggested to pay full balance if i want to pick it up myself only to travel more far away than the original location of pick up. From PA to AR its 1208 miles and now they took it to Las vegas (warehouse) off the route from arkansas (which is 1336 miles from AR). If i would have to pick up from so far then what was the point of hiring them at all?  i request the company to deliver my belongings asap. No where it is mentioned in the contract that it would/ could tale more than a month. I lost my job because of this delay already and would like my stuff to be delivered in good condition back to me.  
  
  
  Regards, ********** ****

  Business Response

  Date: 10/01/2023

  We have received consumer complaint and have thoroughly reviewed account. We appreciate customers' feedback as we are always looking for ways to improve our services.  That said, we would like to address the following. Timeline of communication and events: On July 7, 2023, the company secured a position on our calendar and provided the customer a Binding Moving Estimate, which was acknowledged, signed, and returned, prior to accepting a deposit of $898.91 to secure position on our calendar for first availability pickup date of 07/31/23 - 08/01/23. On July 27, 2023, the quality assurance department called the customer to review the inventory before pickup. The inventory was adjusted adding an additional cubic feet which required an additional payment of $311.00 We strive to accommodate customers arriving within the requested window for pickup however, due to unforeseen delays, no promises can be made.  In fact, the Binding Moving Estimate policy makes clear “All pickup,  load and/or delivery dates are only estimates and are not guaranteed. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates.”   To address the allegations we would like to provide the following: - Customer is in receipt of Claims Information for their specific FMCSA Carrier. Customers desired resolution was for delivery to take place.  After careful review of the account, the company has concluded we not only stayed in clear communication with the customer but we have executed our end of the estimate.  The company will continue to assist in Delivery updates.  However, the company is willing to accommodate a future long-distance move at a discounted rate for the inconveniences. Thank you for your time and attention to this matter. 

  Business Response

  Date: 10/09/2023

  We appreciate customers' feedback as we are always looking for ways to improve our services.  That said, we would like to address the following. On October 4th, 2023, The company successfully loaded the client for delivery. The client will be receiving a phone call 24 hours prior to the ***** carrier arriving.  More importantly, the company has concluded we not only stayed in clear communication with the customer, however our end of the contract was in fact executed. With regard to the Better Business Bureau, the company does consider this matter closed unless additional information can be provided. Thank you for your time and attention to this matter.

• Initial Complaint

  Date:08/28/2023

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 scheduled this movers from Seattle to Dallas. they did pickup my luggage on 3rd July 2023 and still have not delivered to the final destination which is Copper Canyon Texas.
  I would like to take action for this company based on their policy luggage should have been deliver in 30 business days and I am more than 6 weeks now without luggage. I want my luggage and some discount on my invoice.
  
  Can someone help?

  Business Response

  Date: 08/30/2023

  We have received consumer complaint and have thoroughly reviewed account.

  We appreciate customers' feedback as we are always looking for ways to improve our services.

  That said, we would like to address the following.
  

  Timeline of communication and events:
  
  On June 23, 2023, the company secured a position on our calendar and provided the customer a Binding Moving Estimate, which was acknowledged, signed, and returned, prior to accepting a deposit of $750.27 (via electronic check) to secure position on our calendar for first availability pickup date of 07/02/23 - 07/03/23.

  We strive to accommodate customers arriving within the requested window for pickup however, due to unforeseen delays, no promises can be made.  In fact, the Binding Moving Estimate policy makes clear “All pickup,  load and/or delivery dates are only estimates and are not guaranteed. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates.”  

  Customers desired resolution was for delivery to take place. After careful review of the account, we are actively working on delivery for customer and the company has concluded we not only stayed in clear communication with the customer but we have executed our end of the estimate. However, the company is willing to accommodate a future long-distance move at a discounted rate for the inconveniences.
  
  Thank you for your time and attention to this matter.
  

• Initial Complaint

  Date:08/25/2023

  Type:Delivery Issues
  Status:

  UnresolvedMore 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.

  There were three issues with my move:
  1) The first, and primary complaint: a box of kitchenware and suitcase were not delivered with the majority of my belongings. I have a GPS tracker in the boxes and provided their address multiple times. At first I was told the driver needs to complete their routes before delivering my missing goods. Eventually I was told they did not know where my things were and I would need to file a missing items claim, despite me sending the address of where it is.
  
  
  2) No inventory list was provided by the mover that I can reference when filing a claim.
  
  3) After walking through my household items, I was provided a non-binding quote for $6,373.84. When the movers showed up, they gave us a new cost estimate of $15,000. Eventually we were able to get a quote for $9,935.97, but were not able to bring large items like our bed frame/headboard, and chairs with us.

  Business Response

  Date: 08/30/2023

  We have received consumer complaint and have thoroughly reviewed account.

  We appreciate customers' feedback as we are always looking for ways to improve our services.

  That said, we would like to address the following.

  Timeline of communication and events:
  
  On March 1, 2023, the company secured a position on our calendar and provided the customer a Binding Moving Estimate, which was acknowledged, signed, and returned, prior to accepting a deposit of $1931.79 (via electronic check) to secure position on our calendar for first availability pickup date of 06/22/23 - 06/23/23.
  

  On June 16, 2023, the quality assurance department called the customer to review the inventory before pickup. The inventory was adjusted adding an additional 258 c.f. which required an additional payment of $1179.00
  
  Our company also strives in saving customers money, unfortunately upon arrival the FMCSA carrier noticed that the volume that customer would occupy, exceeded the amount initially estimated.  This adjustment in volume caused the increase in price.  As provided by the customer, the bill of lading reflects the difference in volume which was signed off by the customer indicating this was agreed by the customer.
  
  ON-SITE DETAILS: 

  Orig cf:751
  Add’l cf:349
  Total cf:1100
  Packing/material: -
  Bulky: -
  Long carry: -
  Stairs: -
  Grand Total:$9002.59
  1st Payment:$3110.79
  Total Est charges:$5891.80
  Pu Payment:$2966.80
  Del Bal:$2925.00

  Customers desired resolution was for delivery to take place. After field reports reflecting delivery and signature reflecting the acceptance of this cost, we have provided claims to the customer for the missing items. More importantly, the company has concluded we not only stayed in clear communication with the customer, however our end of the contract was in fact executed. The company is willing to accommodate a future long-distance move at a discounted rate for the inconveniences.
  

  Thank you for your time and attention to this matter.
  

• Initial Complaint

  Date:08/21/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Based on all of my conversations, both email and via telphone, I do not agree with the business's response to my complaint. They knowingly low-balled, miscalculated and assigned a false weight for my inventory items. As you can see by the documents I filed for this claim, the agent I worked with, grossly miscalculated the weight and/or assigned false weights to create a quote that did not reflect the true nature of my detailed list that was provided. In addition, the final inventory list was less than what was quoted due to their miscalculations, yet my costs were almost double that of what Sean at Ready Relocation quoted. I provided room to room inventory lists which also included dimensions of each and every piece of furniture that was to be moved. I was put in a position to either pay up or leave my items stranded at my pick up location and find another solution to move my household goods. When I tried to reach out to Ready Relocation on the day of the pick up, Sean my assigned customer service representative would not respond to my multiple emails or voicemails, and only after I was coerced into signing the pick up list, after the movers loaded up, did he respond with call customer service. I have multiple emails noting that Sean would be my contact during the whole process and if there were any issues he would be available for consultation/guidance. This company blatantly ignored my calls, misdirected my calls and ignored my emails until after I had to make a decision to continue utilizing their movers. In addition, they misled me on the quality of their mover network stating multiple times including in writing, they only work with a handful of movers that have 5 stars and no complaints. When I reviewed the movers that were assigned to me last minute, I searched their DOT and it did not come up with the actual parent company, only after I filed a moving claims complaint, did it come to fruition that the mover assigned by Ready Relocation had a different parent company, DOT # and multiple complaints about their quality of work. Ready Relocation knowingly and willingly commited fraud against me, acted in a negligent way, misleading me during the quote process as well as false pretense of the mover selected from their network. 

  
  
  Regards,
  
  
  
  **** *****
  
  
  
  
  
  
  
  

  
  no attempt to utilize furniture pads (that was stated in the contract), and management knew about my experience.
  
  
  The driver took video and sent to his boss, I took tons of pictures to be able to prove the lack of care my belongings received. It clearly states in the contract that all furniture will be wrapped.
  
  The value of my belongings damaged due to their negligence exceeds the cost of my overpriced move.
  
  At this point, I would like an adjustment to the amount I was billed by Ready Relocation of $1,085 to offset their high pressure tactics and damages incurred by their assignment of this moving company.

  Business Response

  Date: 08/22/2023

  We appreciate customers' feedback as we are always looking for ways to improve our services.

  That said, we would like to address the following.
  
  Timeline of communication and events:
  
  On May 10, 2023, the company secured a position on our calendar and provided the customer a Binding Moving Estimate, which was acknowledged, signed, and returned, prior to accepting a deposit of $1085.67 (via electronic check) to secure position on our calendar for first availability pickup date of 05/23/23 - 05/24/23.
  
  On May 19, 2023, the quality assurance department called the customer to review the inventory before pickup. The total cubic feet was not adjusted by customer.

  
  Our company also strives in saving customers money, unfortunately upon arrival the company noticed that the volume that customers would occupy, exceeded the amount initially estimated.  This adjustment in volume caused the increase in price.  As provided by the customer, the bill of lading reflects the difference in volume which was signed off by the customer indicating this was agreed by the customer.

  
  To address the allegations we would like to provide the following:
  
  -The estimate was based on the items that the customer provided.
  

  - Claims information has been provided to the customer.
  
  The company has concluded we not only stayed in clear communication with the customer, however our end of the contract was in fact executed. With regard to the Better Business Bureau, the company does consider this matter closed unless additional information can be provided.
  
  Thank you for your time and attention to this matter.

  Business Response

  Date: 09/05/2023

  We appreciate customers' feedback as we are always looking for ways to improve our services.
  
  That said, we would like to address the following.
  
  Our company also strives in saving customers money, unfortunately upon arrival the company noticed that the volume that customers would occupy, exceeded the amount initially estimated.  This adjustment in volume caused the increase in price.  As provided by the customer, the bill of lading reflects the difference in volume which was signed off by the customer indicating this was agreed by the customer.
  
  Therefore, we stand by our previous assertion and will not be providing a refund in any form. However, the company is willing to accommodate a future long-distance move at a discounted rate for the inconveniences.
  
  Thank you for your time and attention to this matter. 

• Initial Complaint

  Date:08/10/2023

  Type:Billing 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.

  Ready Relocation hired Day & Night movers after giving me an estimate of $2000 for the move from Milwaukee to Knoxville. The moving company continued to add charges at pick up and also at delivery. I paid $4422. The estimate wasn’t even close. When the movers got to Knoxville they wanted to charge another $800 and would not release the items until it was paid. I think it’s a scam when the estimate is so far off from what you end up paying. They hold your items hostage unless you pay up. In the end, they didn’t move anything. We had to unload the semi and move everything ourselves. I want 1/2 my money back since they hired these movers and the movers didn’t do their job. Ready Relocation would not help me out at all. This is the worst company that just scams people out of money.

  Business Response

  Date: 08/14/2023

  We appreciate customer feedback, as a company, we are always looking for ways to improve our services. 
  

  In response to the online complaint we would like to address the following:
  
  On June 21, 2023 the company secured a position on our calendar and provided customers with a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting a deposit of $592.00 and securing a position on our calendar.

  On August 1, 2023, the quality assurance department called the customer to review the inventory before pickup. The inventory was adjusted adding an additional 121 cf which required an additional payment of $654.00
  
  Our company also strives in saving customers money, unfortunately upon arrival the FMCSA carrier noticed that the volume that customer would occupy, exceeded the amount initially estimated.  This adjustment in volume caused the increase in price.  As provided by the customer, the bill of lading reflects the difference in volume which was signed off by the customer indicating this was agreed by the customer.  These adjustments were for including but not limited to the increase in volume.
  

  BOL BREAKDOWN : 
  ORG CF: 524
  ADD`L CF: 276
  TOTAL CF: 800 @ $3.22 = $2,576.00
  TOTAL FUEL: $334.88
  PACKING: $417.00
  STAIRS: $150.00
  LONG CARRY: $75.00
  DISCOUNT: $775.00
  GRAND TOTAL: $4,422.88
  1ST PYMT: $1,156.00
  TOTAL EST. CHARGES: $3,266.88
  PU PYMT: $1,633.44 (PAID)
  DEL BAL: $1,633.44
  

  To address the allegations we would like to provide the following:
  
  -The estimate was based on the items that the customer provided. 

  Customers desired resolution was for the adjustment in price rescind to the initial cost however, after field reports reflecting the change in volume and signature reflecting the acceptance of this cost, the company is unable to adjust price due to finalized documentation. More importantly, the company has concluded we not only stayed in clear communication with the customer, however our end of the contract was in fact executed and therefore, no refund can be processed in any form.
  

  Thank you for your time and attention to this matter.
  

• Initial Complaint

  Date:07/30/2023

  Type:Delivery Issues
  Status:

  UnresolvedMore 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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Firstly,the business response does not accurately reflect the money paid as a result of onsite 'adjustment'. Over $2,500 was paid on the day of pickup (in addition to the previously paid deposit), as indicated in the bill attached here. I can pull bank statements that show this as required, but by the end of the pickup process we'd paid around $4000 total. Please note (BBB), that the business repeatedly would not offer credit card payment options until we literally said we would rather take the items off of the truck than proceed without such a manner of payment. Please also note that loading was commenced without any payment authorized, despite what the paperwork indicates.

  
  Additionally: We'd been very strict in measuring the cubic square footage of our items, and even asked at one point if we could simply load up the the estimated cubic footage to take advantage of the binding estimate (linked here), and we were told 'no'. The details of this binding estimate are attached here. The movers also did not disassemble (or allow us to disassemble) any furniture to save space, despite what we were promised on the phone,  resulting in a great number of hollow items wasting space. We agree that the total cubic footage is in excess of the 'estimate', but also raise the following:
  
  1 - Despite providing verbal measurements to the agents for the furniture, it was not factored into their calculations
  2 - A great deal of space could have been saved had the furniture been disassembled as were told it would be
  3 - We were refused the option to simply load the 470 cu ft (which would have accommodated all of our boxes and most of our collapsed furniture), which seems dishonest considering we were offered a *binding* estimate.
  All of this late into the evening on the day we have to get out of the apartment.
  

  Lastly, and unfortunately there is no paper trail on this, but for what it's worth as I'm sure we're not the only ones: We were told, verbally, repeatedly that our items would arrive approximately around the first week of August at every point of contact up until the day of the move. We did not receive an updated piece of paperwork suggesting "September 13" as the latest possible estimate until, again, all of our items were loaded onto the truck and we were struggling to pay. We would not have agreed to these services had that information ever been available to us.

  An ideal resolution at this juncture would be to receive our items with the remaining delivery bill ($1950) as stipulated in the attached document. We have been assured several times in subsequent phone calls that this is all the balance that will be required, and no more, but given the behavior at loading, we are concerned there will be another surprise bill before the truck is opened.
  

  
  
  Regards,
  
  
  
  ****** *****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 07/31/2023

  We have received consumer complaint and have thoroughly reviewed account.
  

  We appreciate customers' feedback as we are always looking for ways to improve our services. That said, we would like to address the following.
  

  Timeline of communication and events:
  
  On May 31, 2023, the company secured a position on our calendar and provided the customer a Binding Moving Estimate, which was acknowledged, signed, and returned, prior to accepting a deposit of $1490.69 (via electronic check) to secure position on our calendar for first availability pickup date of 07/27/23 - 07/28/23.
  
  On July 21, 2023, the quality assurance department called the customer to review the inventory before pickup. The inventory was adjusted adding an additional items which required an additional payment of $536.00.

  Our company also strives in saving customers money, unfortunately upon arrival the FMCSA carrier noticed that the volume that customer would occupy, exceeded the amount initially estimated.  This adjustment in volume caused the increase in price.  As provided by the customer, the bill of lading reflects where the additional charges and services came from. Which was signed off by the customer indicating this was agreed by the customer.
  

  
  To address the allegations we would like to provide the following:
  

  ?  Binding moving estimate was signed and agreed to prior to accepting a payment.

  ?  The forms of payment outlined in the binding moving estimate under “Terms of Payment” clearly states: At delivery the balance is due prior to unloading in the form of Post Office Money Order or Cash only.
  

  ?  It is not a hostage move; they were picked up and will be delivered within the 30 business day window from the first available delivery date (08/01/23).
  

  More importantly, the company has concluded we not only stayed in clear communication with the customer, however our end of the contract was in fact executed. With regard, the company does consider this matter closed unless additional information can be provided.
  

  Thank you for your time and attention to this matter.
  

  
  

  Business Response

  Date: 08/01/2023

  We appreciate customers' feedback as we are always looking for ways to improve our services. That said, we would like to address the following.

  Our company also strives in saving customers money, unfortunately upon arrival the FMCSA carrier noticed that the volume that customers would occupy, exceeded the amount initially estimated.  This adjustment in volume caused the increase in price.  As provided by the customer, the bill of lading reflects where the additional charges and services came from. Which was signed off by the customer indicating this was agreed by the customer.
  

  After field reports reflecting the change in volume and signature reflecting the acceptance of this cost, the company is unable to adjust price due to finalized documentation.
  
  More importantly, our end of the contract was in fact executed. In addition to the above statements, Ready Relocation Experts stand by our previous assertion and thereby will assist in delivery for the acknowledged dates on the Bill of Lading.

  Customer Answer

  Date: 08/03/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Although there was indeed a signature on the document provided, I raise to the BBB the conditions under which this was signed (e.g: all of our stuff was already loaded onto a truck at like 10PM at night), and point to the mysterious discount that was applied then removed (see the original bill vs the final bill), which was originally offered to us "because a truck was already on a route near to us."
  
  We are willing to let the matter rest if and when we receive all of our goods for the stated remaining price of $1950, but will not consider the matter resolved until then, and intend to keep this case active to avoid any surprise modifications in price.
  
  
  
  Regards,
  
  
  
  ****** *****
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 08/10/2023

  Note to the BBB: This is the same incident as complaint #********, but unlike that complaint, new developments have us demanding a specific refund quantified for the reasons below. I cannot fit everything in the initial complaint here, but the TLDR is: We were billed $1100 extra after delivery for 'shuttle service' that was totally not necessary, told that the alternative was a pickup 3 hours away. The delivery driver's report that they drove direct from NJ. We also did not receive a variety of services originally promised to us. We have a recording of this exchange, and recorded the moment we handed over money to the delivery driver, EVEN THOUGH THIS SHUTTLE FEE IS NOT ON THE FINAL BILL OF LADING. To summarize: 1 - We paid for disassembly that we did not receive 2 - We paid for reassembly that we did not receive 3 - We paid for shuttle service which, by all appearances, seems completely fabricated. 4 - We were billed for a cubic footage that seems unrealistic and highly variable given the photo evidence 6 - Our items were disassembled off-site and the hardware related to those items was lost, preventing reassembly. 7 - On pickup, our signatures were acquired for a bill of lading that proposed terms we would never have agreed to, and which ignored the tariff discounts originally offered to us 8 - We were denied the option to simply load up the truck to the original binding estimate of ~400 cubic feet binding estimate (which, if it was truly binding, should not be legally permissible) 9 - We were given conflicting information by representatives concerning the ‘shuttle service’, and given a $1,100 increase to our bill after assurances that the balance would not change. 10 - We were given under 24 hours to acquire the money required, and $1100 paid is missing from the bill of lading. We request a $1100 refund, plus refund of non-provided assembly/disassembly, and recalculated square footage. We have recorded phone calls and videos attesting to the above.

• Initial Complaint

  Date:07/30/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  I would like to address that the quote given for 10 items - 32 pieces was for 290 cubic feet. I feel as if my quote was extremely misleading since the average cubic feet for one queen size mattress is 45 cubic feet. I would kindly like to know how this estimate was remotely accurate.  
  
  
  I attached the quote along with the number and specific items that listed.

  I also attached the legally binding contract that clearly states that anything disassembled by movers would be reassembled. Unfortunately, I had nothing reassembled.

  Regards,
  
  
  
  ***** ********
  
  
  
  
  
  
  
  

  
  y explain could be 45 days from the initial date of July 7, 2023), however, nothing that was disassembled was reassembled. Per the legally binding contract, that I paid upwards of $6000 after the quote for approximately $1600, whatever was disassembled by movers would be put back together. Unfortunately, this was not the case. Customer service representatives told me to reach out to the driver, as today is Sunday, and not a work day. I stated that I would not do their job since I work my own full time. They continued to tell, not ask, me to contact/reach out/call/email to resolve the issue. I was simply attempting to receive the services that I paid so graciously. Unfortunately, I did not receive any of the such. I expect a monetary refund for the services which paid that I did not receive.

  Business Response

  Date: 07/31/2023

  We have received consumer complaint and have thoroughly reviewed account.
  
  We appreciate customers' feedback as we are always looking for ways to improve our services. That said, we would like to address the following.
  
  On June 24, 2023, the company secured a position on our calendar and provided the customer a Binding Moving Estimate, which was acknowledged, signed, and returned, prior to accepting a deposit of $679.42 (via electronic check) to secure position on our calendar for first availability pickup date of 07/05/23 - 07/06/23.
  

  Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized FMCSA (Federal Motor Carrier Safety Administration) motor carriers. In fact, policy states  “Please note that Ready Relocation Experts, is a properly licensed interstate Broker. Ready Relocation Experts, is not a motor carrier and will not transport an individual shipper’s household goods, but will coordinate and arrange for the transportation of household goods by another FMCSA authorized motor carrier, whose charges will be determined by it's published tariff.” 
  

  Our company also strives in saving customers money, unfortunately upon arrival the FMCSA carrier noticed that the volume that customer would occupy, exceeded the amount initially estimated.  This adjustment in volume caused the increase in price.  As provided by the customer, the bill of lading reflects where the additional charges and services came from. Which was signed off by the customer indicating this was agreed by the customer.
  
  
  To address the allegations we would like to provide the following:
  ?  Binding moving estimate was signed and agreed to prior to accepting a payment.
  
  ?  The estimate was based on the items that the customer provided.
  

  ?  Customer was picked up and was delivered within the 30 business day window from the first available delivery date (07/08/23).
  
  
  Customers desired resolution was for a refund in the amount of $679.42.  After careful review of the account, the company has concluded we not only stayed in clear communication with the customer but we have executed our end of the estimate.  Therefore, no refund can be processed in any form. However, the company is willing to accommodate a future long-distance move at a discounted rate for the inconveniences.
  
  Thank you for your time and attention to this matter.

  Business Response

  Date: 08/03/2023

  To address the allegations we would like to provide the following:
  

  -  Binding moving estimate was signed and agreed to prior to accepting a payment.
  
  -  The estimate was based on the items that the customer provided.

  More importantly, our end of the contract was in fact executed. In addition to the above statements, Ready Relocation Experts stand by our previous assertion and thereby will not be providing a refund in any form.

• Initial Complaint

  Date:07/22/2023

  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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  The fact that the Broker was provided photos of all items being picked up by the trucking company
  and the Broker’s estimate was then tripled by the trucking company was not addressed in their
  response. Looking through the numerous complaints on this (BBB) site, we see this is a very
  common situation. The Contract required a revised estimate in writing which was not provided
  (assuming this was to be completed once the Trucking company made their assessments. In an
  attempt to defray moving costs, we actually consolidated several containers (boxes / loose items)
  taking our count from 32 containers to 22 and yet our cubic foot tripled according to the trucking
  company.

  
  The Broker’s estimating creates their estimate using overall sizing based on the photographs we
  provided, and the trucking company appears to use a “footprint” estimate for their transport vehicle
  which creates a huge disparity between the two leaving the Customer with the option to accept the
  tripled or quadrupled cost, or, in our case, to refuse pick-up.

  
  Our true cubic foot value came to just over 340cu.ft. as reflected in the Broker’s supplied documents.
  We confirmed this by measuring every item that was to be moved. How is it possible that the
  trucking company can then increase this by supplying their own photos to a “corporate office” and
  return with a moving cost tripling the written cost estimate? Why is the Broker and the Trucking
  company using independent ways to create costs? Again, this is a “bait and switch” and the Broker
  has been doing this, and apparently getting away with it, for quite a long time.
  Being retired military and having transferred using professional movers during my tenure, I am
  intimately familiar with the moving process. This company, “Ready Relocation Experts, LLC.” is a
  complete scam and have their based covered having been doing this for years.
  
  
  
  Regards,
  
  
  
  ******* ******
   
  
  
  
  
  
  

  
  

  Business Response

  Date: 07/26/2023

  We have received consumer complaints and have thoroughly reviewed the accounts.
  
  We appreciate customers' feedback as we are always looking for ways to improve our services. That said, we would like to address the following.
  
  Timeline of communication and events:
  
  On June 12, 2023, the company secured a position on our calendar and provided the customer a Binding Moving Estimate, which was acknowledged, signed, and returned, prior to accepting a deposit of $756.79 (via electronic check) to secure position on our calendar for first availability pickup date of 07/22/23 - 07/23/23.
  
  On July 17, 2023, the quality assurance department called the customer to review the inventory before pickup. The inventory was adjusted adding additional items which required an additional payment of $588.00.
  
  Our company also strives in saving customers money, unfortunately upon arrival the FMCSA carrier noticed that the volume that customers would occupy, exceeded the amount initially estimated.  This adjustment in volume caused the increase in price.  As provided by the customer, the bill of lading reflects where the additional charges and services came from. Which was signed off by the customer indicating this was agreed by the customer.
  

  On July 22, 2023, the customer refused service on-site at Pick Up. 

   

  To address the allegations we would like to provide the following:

  ?  Binding moving estimate was signed and agreed to prior to accepting a payment.

  ?  The estimate was based on the items that the customer provided.
  

   

  To conclude, customers desired resolution was a refund of deposit in the amount of $1342.79.  However, the company has concluded, after careful review of field reports, account records and cancellation policy, we are not able to provide a refund. The company would have much rather executed the move for the customer. 

   

  Thank you for your time and attention to this matter.

  Business Response

  Date: 07/30/2023

  We appreciate customer feedback, as a company, we are always looking for ways to improve our services. 
  

  In response to the online complaint we would like to address the following:
  
  Due to the misrepresentation of the inventory prior to arrival, the provided crew members were unable to service. Therefore resulting to an On-site Refusal. The company policy states "IF PICKUP IS REFUSED BY THE CUSTOMER FOR ANY REASON, THE DEPOSIT IS FORFEITED." 
  
  Due to any inconveniences that caused the customer, for a discounted rate the company the company is willing to re-attempt service. 
  

  Thank you for your time and attention to this matter. 

• Initial Complaint

  Date:05/05/2023

  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.

  Used this company to contract a moving truck for a long distance move. They asked for a detailed list of items, which I provided.
  The list included many items like outdoor
  Furniture, living room furniture, bedroom set,
  Salon furniture riding lawn mower, push mower, 10 medium boxed Christmas tree and more. We were given a quote of about
  $4000.00 then we were told they needed a $1500.00 deposit paid . We complied
  The truck pulls up on moving day and says for the the space we paid for we can only transport the bedroom set and 10 boxes not
  Even a quarter of the items we listed. In order to move the rest it going to be $8,100.00. I called the company and asked
  How this could happen when they were given a very accurate list of the items to move. Well their response was it computer
  Generated. I can understand some minor
  Miscalculation due to size variations of items
  But to not be able to fit 75% of the items is not acceptable. Well they tell you either have to pay the difference twice as much quoted
  Or just ship a couple of items and if you don’t like it you refuse pickup and loose your entire deposit. This is no miscalculation but a gross error, but more likely a scam by this company to unsuspecting consumers,
  People should be made aware of this company and not get taken for their hard earned money. Well they say you signed the contract for that amount of space, yes based on their calculations and you don’t even know how to calculate for your items because you don’t have truck measurements to do that. That is their job and the service they are being trusted
  To do in a fair and accurate manner. When trying to get assistance when the truck was there I was hung up on numerous times and
  No attempt was made to try to help come to conclusion. They just kept saying if you Refuse pickup you lose your deposit, but
  We didn’t have an additional $4000.00 to pay and they were not going to take the items listed unless we paid the additional
  Money so we had no choice.

  Business Response

  Date: 05/08/2023

  We appreciate customers' feedback, as a company, we are always looking for ways to improve our services. In response to the online complaint we would like to address the following: 1. On April 14,  2023, the company secured a position on our calendar and provided customers with a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting a deposit of $1,468.62  to secure a position on our calendar.  2. Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized FMCSA (Federal Motor Carrier Safety Administration) motor carriers. In fact, policy states "Please note that Ready Relocation Experts. is a properly licensed interstate Broker. Ready Relocation Experts is not a motor carrier and will not transport an individual shipper's household goods, but will coordinate and arrange for the transportation of household goods by another FMCSA authorized motor carrier, whose charges will be determined by its published tariff." 3.  Our company also strives in saving customers money, unfortunately upon arrival the FMCSA carrier noticed that the volume, that customer would occupy, exceeded the amount initially estimated. This adjustment in volume caused the increase in price, the bill of lading reflects the difference in volume which was signed off by the customer indicating this was agreed by the customer. These adjustments were for including but not limited to the increase in weight as well as Optional Accessorial Services and Additional fees for the "Packing supplies such as boxes, bubble wrap, etc. 4.  The customer refused service due to an increase in volume. The Customer's desired resolution was for a full refund. After careful review of the account and our cancellation policy, the company has concluded we not only stayed in clear communication with the customer but we have executed our end of the estimate. Therefore, no refund can be processed in any form. However, for any inconvenience our company is willing to provide a future long-distance move at a discounted rate. Thank you for your time and attention to this matter.