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:10/21/2024

  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.

  We utilized Ralph's moving and service on 10/14/2024 to do a local move. The sales representative did not explain that if we utilized the itemized inventory it would add $1300 to our estimate, and that if we choose to have full value insurance that it would add and additional cost to our final bill, I questioned the first quote for the move because it was high, and we decided to move our garage and outdoor possessions ourself. The crew was slow, the original quote was for a 9 hour job, which took almost 11 hours. The crew damaged a number pieces of furniture, when I spoke with the sales rep she told me that she would not help make the damage right and told me that I needed to learn how to read a docusign. She did not review the documents with me. We would like to have the estimated value corrected and the bill reduced to the orginial 9 hours of time at correct rate. I have called the office many time to speak to the owners only to be put on hold. We have attempted to email the contact Olivia to help resolve the matter , however they are unresponsive.

  

  Business Response

  Date: 10/23/2024

  Ms. Bruce, your move occurred on Monday, October 14, 2024. You spoke with Lynette on Tuesday, October 15, 2024. A claims form was mailed out same day, October 15, per your request, with instructions to complete and submit for processing.
  There were no other forms of communication from you until Monday, October 21, 2024, after business hours at 8:46 pm. You left your YELP review at 8:29 pm and your BBB review was submitted at 2:54 am.
  You are writing that Ralphs has been unresponsive, but you have not given us an opportunity to respond, as our hours are 8am-5pm Monday through Friday. Your complaint of Ralphs being unresponsive is unreasonable. You have not called the office once, as the phone records do not have any incoming calls from your phone number in over one month, only outgoing calls to you.
  
  Your inventories were emailed to you on site by the driver, since they’re electronic.
  The valuation purchase was chosen by you when you signed your documents, as it’s an option with the choices that you must select.
  Lynette explained it’s based on actual time. You were not charged for items moved, it’s based on actual time.
  
  When you spoke to Lynette, first you called her that you were disputing the charges. When she provided you the itemized breakdown of the charges and advised that you were actually given a larger discount, you then stated that you were unhappy with the crew. Which you had previously stated the crew was wonderful. The crew reported that you had them move items internally multiple times. Local moves are charged by the hour. This would increase the charges if you have them move items around multiple times, as it adds time. The GPS on the trucks confirms the times are correct.
  
  Then you called Lynette back to advise that the crew was in fact doing a great job, you were upset that you were sent three different estimates. Lynette explained that you made changes three times, so the estimate was updated and resent to you each time. Lynette goes over all of the charges and explains how the move works. She explains in detail how it is based on actual time and services, payment options and valuation choices. You then got upset that you didn’t know how to use electronic signatures, and that it was Lynette’s fault that you didn’t know how.
  
  Finally, you stated that you had damages, which was immediately reported to the office, who sent you a claims form, Tuesday, October 15, 2024.
  Again, there was no further contact from you until an email at 8:46 PM on Monday, October 21, 2024.
  
  While our inventories show that these damages were pre-existing, and the inspection report by the third party consultant from your photos confirm that the damages were not caused by moving, the General Manager called you on Tuesday, October 22, 2024, to try and provide a resolution. Instead, you were unwilling to listen and demanded the owner’s personal cell phone. When the General Manager advised he could not give you that information, you threatened to sue him. 

  Customer Answer

  Date: 10/28/2024

  The company claims that all our property was damaged prior to moving in the inventory report and the damages from the photos were not caused by moving which is incorrect.  The general manager was unpleasant on the phone, and stated even though I did purchase full coverage insurance he would not repair our furniture.  The sales person lynnette is now harassing our real estate again to instead of directly dealing with us the people who hired this company. I know that Reality executives has dropped Ralph's moving and storage as a referred vendor. 

  

  Business Response

  Date: 10/28/2024

  The General Manager, Kevin, and the Operations Manager, Alex were both in the phone call with Ms. Cherie Bruce, and the General Manager NEVER refused to help. After several attempts to try and resolve this matter, she kept screaming that she wanted the owner's personal cell phone number and would only speak to them about this matter, and that if the General Manager did not provide the cell phone number then she would sue him for it. Since she was unable to stop screaming at the General Manager, Ms. Bruce said he can only speak to her lawyer. 

  Customer did not provide us any time to resolve this matter, as she submitted this complaint on a Monday evening, and we reached out to her immediately Tuesday morning. She wants a free move [full refund], plus payment for damages that we did not cause. We tried to resolve this matter with her, but she is refusing to speak to anyone but the owner Ralph. There is no owner Ralph, as he passed away in the 1960's. Since she has told us to only speak to her lawyer, we must follow her cease and desist contact request by law and await her attorney's contact. This is also now a legal matter. 

• Initial Complaint

  Date:03/08/2023

  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.

  ******* Moving and Storage gave us an estimate on our move. We were told by *** ***** that an invoice would be issued and money refunded if actual labor and weight of materials moved were less than estimated. The sale of our house was delayed and during that time we moved many items ourselves. ******* estimate include two days of packing with full crews. They sent a full crew one day but the second day a partial crew was send for less than 1/2 a day. Because of the delay of our sale we managed to move most of the items from the den and a 16' by 10' storage shed. So the weight of the items moved was also less than estimated. The move occurred the first week in September. I've contacted ******* repeatedly but still have not received an invoice or refund.

  

  Business Response

  Date: 03/14/2023

  We have sent out 3 refund checks that have not been returned. We verified the address each time, and voided previous checks to send out a new one. The address is the same each time, and is mailed out after we receive customer's calls. We had not heard that they did not receive the third check. We can void and mail out a new one again, but we have no control over the USPS to verify how or why they are supposedly not receiving these checks. 

  Customer Answer

  Date: 03/29/2023

  I don't know how that could be unless they have the name and/or address wrong.  I've given them my name and address last time I contacted them.  

  

  Business Response

  Date: 03/30/2023

  Check has been voided for the fifth time and a new one has been resent to the same address provided by the customer, **** * ****** ** **** ****** ****** 

  Customer Answer

  Date: 07/14/2023

  A check was received by ******* Moving and Storage.  They failed to submit an updated invoice showing employees hours and cargo weight as I was promised.   This is important because their employees spent much less time than was originally estimated and the weight was probably considerably less as well. 

• Initial Complaint

  Date:09/16/2022

  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.

  I contracted with this company partially due to their A+ rating. I was moving from AZ to NJ but since I had sold my Tucson condo and hadn't yet found a new one my belongings were placed in storage. When I closed on a new unit on 3/19/23 I immediately notified the movers. My expectations were that it would take roughly two weeks for delivery which would be 4/2/23. However my telephone calls brought a variety of delaying tactics including among others that they couldn't find drivers, trucks were unavailable, etc. As a result my wife and I were forced to live out of suitcases and to pay motel and restaurant bills between 4/2 and 4/11. 10 days of expense and discomfort, We filed a claim for that period but the movers would only pay for 4 days, from 4/8-4/11, totaling $411.51 and that did not include the extra storage charges necessitated by their delay. My claim was submitted for $30 per day for meals in restaurants (motel provided free breakfast) and a total of $1001.84 in submitted motel bills plus $300 for meals totaling $1301.84. not including the extra storage charges necessitated by the delay. I hope you can help me recover the money which is rightfully owed to me.

  

  Business Response

  Date: 10/06/2022

  This move was contracted through Atlas Van Lines. We were an origin agent that performed packing and loading and stored the goods at no charge while Atlas Van Lines worked on getting a driver. Due to the busy season and shortage of drivers, Atlas was unable to find a driver to make the delivery spread requirement, which was an issue with Atlas Operations and not Ralph's. Atlas Van Lines issues delay claim settlements to cover for any expenses that may accrue due to any delays. This should be taken up and handled directly by Atlas Van Lines, which this customer signed a contract with and not Ralph's. 

  Customer Answer

  Date: 10/16/2022

  The agent of Atlas, Ralph Van Lines has an A+ rating with BBB which is one of the reasons I hired them,  Since they are the authorized agent  with whom I contracted, who supplied the original estimate, and did all the packing and preparations for my family's move, to now blame another company for my extra expenses caused by a failure of service is disingenuous. 

  The contract that was made and signed by an employee of Ralph's was not fulfilled and I am entitled to a fair compensation.

• Initial Complaint

  Date:08/24/2022

  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.

  Delivery company that misses deliveries, refuses to reschedule promptly or return calls. When i finally got someone on the phone who could help me, the owner, *** *****, he threatened to call the police if i came to pick up the delivery they refused to make and then hung up on me three times. This man shouldn't own a business. The way he treats customers is disgusting.

  

  Business Response

  Date: 08/25/2022

  None of that complaint is true; customer was scheduled for delivery, received her confirmation call and was unhappy with the time frame. She called in hostile and berated all of the office staff, screaming and threatening with profanities. She never once requested to pick up her cabinets, she just threatened to come down to the office, refusing to tell us her name for over 20 minutes to assist her. She has left threatening messages via email and social media, and we are contacting the authorities and our legal team due to the severity of her threats.