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:08/21/2024

  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.

  **** was contracted to facilitate our household goods from *** to *********. We paid a deposit and were told it would be adjusted when the final volume was calculated. After many follow-ups and delays **** finally adjusted our door to door service fee for a small fraction compared to what would have been reasonable. Since estimated volume was lower than expected the rate they used for the actual volume was drastically inflated so that they didn't have to provide much of a refund.The original quote was $6,550 based on 400 CF. The cost per cubic foot was $16.375 which was $2.90 LESS per cubic ft than the nearest competing quote we received from another company The adjusted rate was $6,137 based on 259CF. The cost per cubic foot is $23.69 which is $5.44 MORE per unit as compared to their closest competitor whose rate was $18.25 I believe that they have not given a fair and reasonable rate for the adjustment because they did not want to provide a refund. I have numerous emails where ***** delays the refund process "waiting on a re-measure" that was never asked of the local transport company in ********* and she disregarded all of the official shipping documentation. I believe the shipping rate should be around $19 per cubic ft. 259*$19=$4,921. With an additional refund amount of $1,216 still due back to us. This was the calculation provided by Ruby- we are not disputing any of the other charges other than the rate on the Door-to-Door services.Door to door services: $6,137.97 Documentation: $125.00 Additional cost to different destination: $150.00 Destination terminal handling charges in *********: 7.33 CBM @ $150.00/CBM: $1,099.50 Insurance premium: $1,003.28 TOTAL: $8,515.7 PAID: $9,527.78 REFUND: $1,012.03 This is the amount we have received to date

  

  Business Response

  Date: 09/04/2024

  The amount refunded was calculated based on the lower volume of the shipment advised at destination and the services performed door to door.  There were services performed door to door that did not decrease with the lower volume.  The amount was sent to the client, approved by the client when informed and paid immediately.

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22172832
  
  I am rejecting this response because:
  The higher rate you calculated my adjustment was completely overpriced. I never expressly agreed to the adjustment- only that I provided my bank details for the refund because **** proved on several occasions that they were happy to lie and postpone actions with unscrupulous business practices and I figured that if I didnt provide my bank details and rejected the offer that they would not follow through with any refund. **** has not explained or provided any evidence from their contractors that the rates that they applied to my lower volume were anywhere near the actual rates charged by the subcontractors. They have not adjusted the volume fairly.

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

  

  Business Response

  Date: 09/21/2024

  We waited until the shipment was remeasured to confirm the volume and refunded the inaccurate amount charged.

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22172832
  
  I am rejecting this response because:

  This is not a response that addresses the issue. 1 - They didnt receive a final remeasure from the final destination, they delayed the process and eventually had to accept that the original measure was the amount that had to be used as the adjustment value. They have provided no evidence from 3rd parties contrary to the above. 2 - They have not adjusted the shipment on a fair value and have not provided any evidence that the fixed or variable costs they incurred are in line with what they charged us for our shipment. They returned a small amount of the shipping cost hoping it would be enough to make us go away. I would expect that they should be able to prove their costs if they were in fact reasonable and fair.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:07/23/2024

  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.

  I hired a shipping company to take in my belongings and ship them to ****** from *****************. I talked with *****, the owner of the company. She stated that they ship all the time and this was not problem. I was ordering furniture and lights from a few different companies and that they were going to arrive at different times. I asked if they take inventory of the merchandise that arrives to make sure everything has arrived and it is the correct merchandise. There were 4 different companies that were shipping merchandise. The first merchandise to arrive, Ruby *********************** send the shipping invoice and sent pictures of the delivery. This allowed me to confirm that everything was correct and good. I thanked *****. The second delivery arrived and I did not get any confirmation. I asked multiple times for the shipping invoice and pictures, and ***** sent the list of furniture that was to arrive that I had sent. She stated that it was all there. I continued to ask for updates regarding the merchandise that was arriving and she continued to not share any pictures not packing invoices. I went back and forth with her about this and said it was concerning. She called and we got into a heated discussion and she said she was not going to ship anything, to come pick it up from *****. A college of hers called the next day and said they would ship. When I received the merchandise, there was a missing chandelier, the wrong dresser (style and color was wrong), as well as missing ironing board and broken sculpture.

  

  Business Response

  Date: 07/28/2024

  Client hired us to receive and load all packed new furniture into (1) 20' container and ship abroad to *******

  Our services and/or contract do not include opening and inventorying any items received.

  Items were received and loaded as is.

  Client is trying to commit insurance fraud by claiming that a dresser was not received.  The dresser was received, loaded and received and signed for by client at destination. 

  Client is trying to commit insurance fraud by claiming that a chandelier was not received.  The client was informed that the chandelier was not received at origin before shipping.  She placed a claim with the furniture store and the store shipped the chandelier too late (after the container sailed).   The store has since shipped the chandelier to the client directly.  Client is trying to claim the chandelier was not received and missing.  This is an untruthful statement.

  Once we informed the client and the insurance company that the clients claim is untruthful, the client has placed a complaint with the BBB.

  There is no refund due to the client as all services we were hired and paid to complete, were completed in good order.

  Attached is the contract, proof of delivery and insurance claim client is trying to place with the insurance company.

   

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 22034206
  
  I am rejecting this response because: in the contract it states under services included all packages are inventoried. Additionally, I have attached pictures of the Wayfair delivery was that 
  inventoried, pictures were taken, the packing slip from the delivery was sent over. This was to confirm the correct products were sent. I had sent a list over of the inventory, and the company sent pictures and the packing slip to confirm.  The same was done for the mattress, a picture was sent of the mattress that was delivered. It is clear that pictures and the packing slip are sent to customer to confirm the delivery is correct. I requested the packing slip and pictures from the Pottery Barn delivery and they were never sent. When I requested, a copy of the inventory list I had sent them regarding what was to be expected in the delivery. It was only after I stated if I do not get this information, they are liable. That is when ***** from the company, when to look and found they did not have a chandelier, but no pictures were sent or an inventory list.

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

• Initial Complaint

  Date:05/02/2024

  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 process began on a positive note as the shipping company's customer service team promptly assisted me in setting up my account and addressing my queries. The office staff demonstrated professionalism and efficiency, which initially instilled confidence in their services. However, this positivity quickly dissipated upon witnessing the handling of my items.Despite being informed that packaging by the company was necessary for insurance coverage, I was appalled by the lack of care exhibited by the packagers. Many of my belongings, including delicate items like my grandparents' wedding china and a cherished cuckoo clock, suffered irreparable damage due to literally not being packaged except shoved into a box. It was evident that little consideration was given to the fragility of the items, with some being haphazardly thrown into boxes without any protective measures.Moreover, the inconsistency in packaging was alarming. While some items were excessively wrapped in unnecessary layers of tissue paper (ie. plastic garlic containers), others were left vulnerable to potential damage put into other things we were shipping without any wrapping. This discrepancy in approach led to avoidable harm to my possessions, including damage to books, paintings, and even plastic seasonings.The consequences of this negligent packaging have been significant, with several items exhibiting signs of rain damage, as if they were exposed to the elements. The disappointment and frustration stemming from the condition of my belongings cannot be overstated.My overall experience has been deeply unsatisfactory for anyone seeking reliable and careful handling of their belongings and I should not be charged the full amount as nearly 25% of my items are damaged or missing

  

  Business Response

  Date: 05/19/2024

  We are sorry to hear your items sustained damages while in transit door to door.   It is our intention to have everything arrive as they have left your home.

  Our local movers/agent at origin are agents for North American *** Lines and are well trained in packing fragiles and furniture/household goods for international relocation using the highest quality of materials and techniques for packing.  All china pieces are individually wrapped in white paper as required by international packing standards and placed in boxes.

  At no time during or upon completion of packing did we receive any comments and/or complaints from you referring to incompetent packing.  You signed all documents confirming good condition at origin. 

  We have uploaded photos of your shipment as packaged at origin and how items were placed into large wooden crates for additional protection while in transit door to door.

  Your delivery documents were signed by you received all in good condition.

  However, once we received your email regarding damages, you were forwarded insurance claim forms to place an insurance claim in the case of damages which is the process/procedure moving forward to be compensated for any damages sustained while in transit assuming you insured your valuable china (as noted in our contract, terms and condition in which you received and signed as read and agreed to).

  We sincerely apologize for any inconvenience.  Please let us know if you have further questions or requirements.

   

   

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21655448
  
  Contrary to the claims made in your response, our china was not individually wrapped in white paper as per international packing standards. Instead, the items were carelessly placed in another box without the necessary protection, leading to significant damage. Additionally, our cuckoo clock was similarly mishandled and simply tossed into a box without any appropriate wrapping or securing. I have attached photos that clearly illustrate the inadequate packing methods used, my china was placed, unprotected inside of a decorative box that I also shipped.
  
  While it is true that we signed the delivery documents, it is important to understand that the movers do not stay to observe the unpacking process. It was only after we began unpacking that we discovered the extent of the damage. Therefore, the signature on the delivery document only confirms the receipt of items, not their condition upon arrival.
  Furthermore, despite our attempts to file a claim, the insurance company has been unresponsive. We have followed the procedures as instructed, yet there has been no resolution or acknowledgment from the insurance provider. This lack of communication and support exacerbates our frustration and disappointment.
  
  The response is unacceptable. The issues we have raised are serious and need to be addressed promptly and effectively. We expect a thorough investigation into the packing practices used by your local movers/agents and an expedited resolution to our insurance claim.
  
  

  Customer Answer

  Date: 06/06/2024

  Attached are the contract and proof of payment. 

  Customer Answer

  Date: 06/06/2024

  Did they attach now? 

  Customer Answer

  Date: 06/06/2024

  You just asked for more info today and ive sent that. Why was it closed 

• Initial Complaint

  Date:04/18/2024

  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.

  I call them to send 2 boxes to my sister in ***** I give them all the info, they ask me foe the payment the right away,when they send me the info I ask ,they ask passport from ***** I said I don't have ,they make me set the info under my sister ,she live in ***** then I ask about the airline ticket, they said no worry just with a letter, well as soon arrived the boxes in ***** port they ask foe the airline ticket ,they again told me just send a letter and said ,you( my sistrr) left all this stuff in *** long time ago and my sister( me ) send to mw,they font accept that,when I make the complaint to ruby ********************** they said, we told you some time Spain check aleatory the stuff, I remember them is no that they just want the ticket ,they answer was sometime they change the rules ,and another answer was they told me about that ,they said spaincan do that ,I have all the conversations when they assure me I don't have issui with the airplane ticket and I let them know that was my issue ,they said so sorry, I pay extra 100 euros foe that ,I told them ,if ,only if ,Spain change the rule ,your company if is good read that and do something ,

  

  Business Response

  Date: 05/03/2024

  Thank you for your review and comments and we are sorry to hear you were not completely satisfied with our services which is our intention. I would like however to comment on the comments you have posted. We do not have any records that you asked in advance of booking, if a plane ticket is required or have informed our sales associate that you were not flying to *****. The only time you informed us that you were not flying to ***** was after the fact when Customs in ***** requested an airline ticket. We have an audio message from you confirming that you were not flying to ***** and you never informed us of the same beforehand. If you would have informed us beforehand that you were not physically going to be *****, we would have recommended not shipping your boxes as duty free personal effects.
  
  Our documents forwarded to you before moving forward in which you signed confirming your understanding state:
  
  "It is your responsibility to respond to the request by Customs and to provide the documentation being requested by Customs immediately to Customs in order to ensure your items are not returned to ***************** at your expense"
  
  "The services do not include any customs duties/taxes/charges/inspections possibly incurred in your destination country. If the Customs Authorities in your destination country choose to stop, inspect, or question the import of your shipment, you will be notified via email or phone. This choosing process by Customs is random and is unforeseeable by Ruby International Consultants"

  CLIENT SELF PACKED HER OWN BOXES, WE JUST SHIPPED THEM DOOR TO DOOR USING ***** ON HER BEHALF.  SHE DID NOT PURCHASE ANY INSURANCE.
  
  Again, our intention is to ensure our clients' complete satisfaction. If you wish to discuss in further detail, please reach out to us.

  

  Business Response

  Date: 05/06/2024

  Thank you for your review and comments and we are sorry to hear you were not completely satisfied with our services which is our intention. I would like however to comment on the comments you have posted. We do not have any records that you asked in advance of booking, if a plane ticket is required or have informed our sales associate that you were not flying to *****. The only time you informed us that you were not flying to ***** was after the fact when Customs in ***** requested an airline ticket. We have an audio message from you confirming that you were not flying to ***** and you never informed us of the same beforehand. If you would have informed us beforehand that you were not physically going to be *****, we would have recommended not shipping your boxes as duty free personal effects.
  
  Our documents forwarded to you before moving forward in which you signed confirming your understanding state:
  
  "It is your responsibility to respond to the request by Customs and to provide the documentation being requested by Customs immediately to Customs in order to ensure your items are not returned to ***************** at your expense"
  
  "The services do not include any customs duties/taxes/charges/inspections possibly incurred in your destination country. If the Customs Authorities in your destination country choose to stop, inspect, or question the import of your shipment, you will be notified via email or phone. This choosing process by Customs is random and is unforeseeable by Ruby International Consultants"

  CLIENT SELF PACKED HER OWN BOXES, WE JUST SHIPPED THEM DOOR TO DOOR USING ***** ON HER BEHALF.  SHE DID NOT PURCHASE ANY INSURANCE.
  
  Again, our intention is to ensure our clients' complete satisfaction. If you wish to discuss in further detail, please reach out to us.

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21592398
  
  I am rejecting this response because:
  They are aware I'm here and they know I will goint to **********; later this year,they they told me send under my sister name ,I belive I screen shot that part ,they are the one to propose me to set under my sister name ,and they said I have to do it soon because of the price go up,I asked them many time if is for sure ,and then when spain ask for the ticket they give me a lot of different  answers  and the last one was ,well the probably  change the rule, that is a disappointment  way to do business  ,
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/11/2024

  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 used this company previously for a shipment and had no issues. When it came to sending a shipment of personal items I decided to use them again. I was given an intial quote of $4300 which was adjusted to $5480 due to increased size of shipment post quote. I agreed to this. I paid a deposit of $2000 and the shipment was picked up and sent to ***********. It arrived in December of 2023. I was contacted by their agent in *********** for an additional $1000 payment on the ** end. In the meantime, I paid another $1000 via credit card. I tried to pay the balance a bit later but was told I could not use my credit card for it. No explanation has ever been given during email exchanges on the matter. I am a person based in *********** and not a company so could not do an ACH transfer. Eventually I found a third party business who paid the balance via an ACH transfer and paid in full the 5480 in spite of the fact that I disputed $500 of the !000 I paid to Budget that I believed should have been covered by the quote. On the ** end I have been charged, besides storage charges due to the delay in the payment issue, a destination charge of about $1000. This was a huge surprise so I contacted Ruby ********************** for a receipt for the amount paid and an explanation of the destination charge. I just received a reply that claimed I was threatening them by the mere disputing of another undisclosed charge and that they would now refund me 3000 and order my shipment held until paid by ACH, something they know I cannot do. This smacks of harassment and instead of trying to explain a spurious destination charge, they have stooped to holding my shipment hostage to shake me down. This is highly irregular, and cannot understand this ***** and unprofessional behavior.

  

  Business Response

  Date: 03/11/2024

  We are disappointed to receive your email expressing dissatisfaction with our service and accusing us of unprofessional behavior. We take great pride in providing excellent service to all our customers, and we regret that you feel this way about your recent experience.
  We would like to address some of the concerns you've raised. Firstly, all charges associated with your shipment were communicated to you in advance and agreed upon by you. Any adjustments made to the initial quote were due to the increased size of your shipment, which necessitated additional handling and transportation costs. You agreed to these adjustments before the shipment was finalized.
  Regarding the payment issue, we understand your frustration with the limitations you faced in making the final payment. However, as a business, we have the right to determine our preferred method of payment. While we sympathize with your situation, we do not feel comfortable accepting a credit card payment from you due to your threat of disputing the charges you made on a credit card which has raised concerns on our end.  We have the responsibility to protect our business interests, hence, we decided to request payment via wire transfer for the portion of your payment made initially via credit card to avoid any further disputes or complications.
  Regarding the destination charge in ***********, we have provided explanations for all additional charges incurred during the shipment process. We are transparent about our pricing structure, and we strive to ensure that our customers understand the costs involved.
  We regret any inconvenience caused by the delay in resolving the payment issue and any subsequent storage charges. However, we must uphold our policies to maintain the integrity of our business operations.
  Once the remaining balance is settled via wire transfer, we will proceed with the release of your shipment. We hope to resolve this matter amicably.

   

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21418057
  
  I am rejecting this response because: The dispute is not over what I have paid and the assertion that I could somehow withdraw successful credit card payments is ludicrous.  I am not contesting the revised quote due to shipment size.  I am seeking explanation for additional charges not disclosed in the quote.  This information has never been provided with the exception of the quarantine charge of about 500 USD not in the quote but referred to in the quote.  I do not see the destination charge on the quote of about 1000 USD.  I sought clarity on this and then you responded I was threatening you by daring to dispute this charge and seek clarity.  This charge is over and above the 5480 I already paid and the 1000 I already paid to Budget.  Being that we are a family and not a company, it is understandable that we would question yet another 1000 charge.  I have no issue paying this if it is accurate and can be shown to not being included in the quote.  Also, to claim that I would be merely inconvenienced by what I see as retribution for questioning charges not in the quote is wrong.  I had to go through h*** and high water to find a third party to do that last bank transfer of 1980.  To expect them to do this again for 3000 is a big stretch as it creates complications for them. As you know, I cannot do an ACH being that I am a person and not a company, and Zelle is limited to 500 per week.  There is absolutely no logical reason to take money out of your account only for me to repay it.  I am willing to sign a legal document to the effect that all credit card payments to date are full and final to alleviate any concerns about contesting any credit card charges.  I just want to make the final payment to Budget for delivery and want to make sure it is the correct charge as there seems to be a bit of confusion on all ends regarding it.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/18/2023

  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.

  After a review of several international moving companies, in which it included the ability for the moving company to come and check the items that we had told them that we wanted to ship, we selected Ruby ********************** based on information that we were told and agreed to upon contract signing. Two months after the signing of the contract they made the following changes causing our contract price to increased over $5,000 on October 22, 2022 after they picked up our items on September 1, 2022. We are asking for a reimbursement for these overcharges.1.20-foot ************** to door for $6,895.increased to a 40' container costing an additional $2,800. Even the broker surprised that the items were in a 40-foot container as they had only quoted a 20 foot. Picture attached. 2.Increase of the professional labor to load at the origin at $1,500 increase to $1,900. Even the workers commented on how we had everything ready and neatly packed and that they could get to their next job as our load did not fill up their truck nor took up the 2 hours that was allotted. The shuttle to storage was quoted as $1,500 and we were billed for $1,800 3. Total lost insurance should have started on September 1, 2022, the declaration page states that the insurance was not effective until December 9, 2022, 3 months after the pickup date. Since Insurance was not purchased when it should have been we are requesting reimbursement for the 3 months that insurance was not provided on our items in the amount of $352.71 4.Contract storage price was quoted at $650 in August of 2022. Upon invoice in December 2022 this had increase to $800. We are seeking reimbursement for the over charge of $150 per month in the amount of $1,500 The total request for reimbursement is $5,252.71 which we only paid so we could bet our items out of customes. We also lost benefits of unpacking our items, that we paid for, because **** had refussed to pay the company that unloaded our household goods.

  

  Business Response

  Date: 09/04/2023

  Client was quoted for 20' container.  Client decided to take more items increasing his need to 40' container at an additional charge.  Client's shipment was in storage, client was offered the opportunity to pay for services rendered to date and look for another shipping option which he declined.

  Insurance was issued and extended due to storage needs per insurance policy terms and conditions.

  All charges on invoice were per quoted amounts and not a ***** more than quoted.

   

   

  Customer Answer

  Date: 09/12/2023

   
  Complaint: 20492458
  
  I am rejecting this response because: Statements are not true. We did not add anything to our shipment. They had an opportunity to come out to inspect items and they did not do so. Although we had other companies that did come out to look and none of them changed the container size of the 20' container. Again, this company waited for almost 2 months after picking up our items to tell us that they were any changes in the quote that was provided. If there was going to be a change in the quote, why didn't we receive the information immediately so that we would have been provided the ability to make changes with companies if we decided to. All the price increases we done after pickup, and I have attached the email and invoice correspondence to prove that the communication is not as this business is indicated that it was. If it had, we would have had the opportunity to go with another company. This is a switch and bate technique that should not be allowed to be used on consumers. 

  I am attaching the email sent in August regarding the contract signed, inventory from company picking up items on 9.1.2022 and first correspondence from **** that we needed a bigger container on 10.24.2022, with no choices. 

  Invoice was not received until December of what the increase of cost was on all items mentioned in the first. Again another 2 months had elapsed before we found out what **** was going to charge us for the cost of shipping our items; over 4 months from the signing of the contract and almost 4 months after items were picked up. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:04/17/2023

  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.

  I am very disappointed with the service I received from this company. I contacted them about sending 2 boxes to ******* *********. The rep that i contacted informed me that they do send boxes door to door to *********. I got the boxes packed and everything went smooth up till the time they pick them up. Before they picked them up I this inquire if I had to pay any fees or taxes because I am not an *********** citizen. I was informed that once the boxes got the ********* they will call me so I can pay the fees.When the boxes got to *********, the people form ***** came to my families home and informed them that I had to pay 126 dollars and **** pesos, which I said I wouldn't mind paying. The problem was that the boxes where in the airport in ************. I contacted the company **** ********************** to inform them of this and they told me I needed to hire a courier to take the boxes to *******, which is more than 8 hours away from ************. I asked them for help in this matter and they just gave me a couple of number to courier companies and one of them told me it will cost me **** dollars to do this and the other said its not worth it to call **** **********************s and have them request my boxes be returned to me.As of today I have been emailing **** ********************** and I have gotten no response or any call back. They have been ignoring my emails. This was a couple of months ago. They are irresponsible and do not want to help clients when there is a problem. I don't know what to do, I lost 400 dollars that I pay them plus all the items I sent to my family This happened in January o f2023

  

  Business Response

  Date: 05/02/2023

  Corresponding to our communication last week, we would like to recap[itulate what happened in order to clarify the events regarding your shipment, followed by two solutions proposed by *****: 
  
  
  Our last effective communication was on February 2 via email, where we corresponded to your question about the request from customs in ********* to hire the services of a broker to be able to release your boxes and continue with the dispatch of them to the agreed destination in the contract in *******. Unfortunately, his subsequent emails entered quarantine marked directly by ********* and we did not receive any type of communication after February 2, neither by phone nor by email. 
  
  
  In our communication in the month of February and given the high costs you found out about what the broker would charge for helping to release your boxes, you asked if you could return the boxes, to which we replied that we could do it but you should be the one will pay the cost of the return, since in the proposal that was signed and in our negotiation talks we made clear about their duty to correspond to the payment of customs duties if requested, which indeed was. (I attach a copy of the signed document)
  
  
  On the weekend of April 15, we received MULTIPLE notifications about negative reviews on Yelp, ******, ****** and even a complaint filed with the BBB about our service, where you mention that your boxes had not been delivered and that you had not received assistance from our On the other hand, which is not true, because we even recommend two agents at the destination who could help you with your customs declaration, to which we respond by contacting you immediately and clarifying the situation where, upon reviewing, we did not obtain any effective communication or by mail. or phone call where we could assist you with your inconvenience in customs from February 2 / 2023 until the weekend of April 15.  
  
  
  Inquiring about your shipment with ***** and reviewing the physical notification that you received in ********* from ***** on January 19, 2023, of which we were not aware, where they inform you that they requested the assistance of a broker or give permission to ***** to act as a broker in the customs declaration since their boxes contained items prohibited for import, according to the information obtained by ***** in a telephone call of more than 6 hours with them speaking with various agents in ********* and ***************** ******, confirmed that they were asked to fill out a form to provide information about the contents of their boxes, said form was never sent to ***** by them and the customs duties were not paid and that they were informed since January 19, 2023 in the physical notification that you received. As we informed you on February 2, 2023, your boxes would not be retained indefinitely, so April 1 was the deadline to be able to correspond to Customs in ********* and be able to proceed to receive your boxes in the destination city. If you had corresponded on time with what was requested by customs, your boxes would have been released and delivered in *******, *********, as contracted, we reiterate that the payment of customs and the documents required by customs duties were EXCLUDED of the service contracted with Ruby ****************************************** class="ContentPasted0">
  Given the management carried out by Ruby ********************** after our conversation on April 18, it was possible to deduct $2,000.00 of storage charges, well, as reported in the letter sent to you on January 19 / ************************************************************************** the customs warehouse.
  
  
  As of today, April 26/2023, their boxes rest in the Customs warehouse in ******, *********. Given that the deadline to present documents and the payment of customs duties expired on April 1, ***** informs ** that there are only two options: Pay a total of $1,943.52 usd to return the boxes to the place of origin in Bronx, ** or Leave the boxes abandoned at customs. That said, we await your confirmation to be able to proceed and close this unfortunate episode, which, as we reiterate, complied with the services included in what was agreed and what was quoted, however the lack of communication on your part with Customs in ********* to correspond to what they needed to release their boxes and that we proceed with the fulfillment of the door-to-door service caused their boxes to enter storage and were retained for a longer time than allowed by customs and which results in not being able to complete the arrival service of their boxes
  
  
  We are currently awaiting a final response from an agent at the destination, who is directly finding out if we could request the receipt of documents so that your boxes are released, it is a remote option to be honest, we reiterate that this process is does it voluntarily in order to help you solve your customs declaration, as stipulated in the contract the customs declaration process was YOUR responsibility, the documents that they requested or the money that was requested to pay should be you who appropriate in order to proceed to complete the delivery. 
  

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 19946864
  
  I am rejecting this response because:

  None of the facts they are stating happened like  they are saying.  Once they saw the negative reviews that I placed and the complaint I put with the BBB. They called me saying they wanted to help me but been that I didnt reach out to them they thought everything was ok. This is not true because I sent them an email on March 7 which according to them they never got. ******* who is the rep I was working with called me directly and said they wanted to help me but that I will have to remove all the bad reviews and remove the complaint as well. Which is why I emailed you guys to find out how to do this. ******* then said they will get in touch with ***** and with ********* to find out what can be done.  She sent me a long email which I will attach and I informed her I didnt have the **** dollars they said I had to pay. She then said she will contact her boss to see what can be done but I have not heard from them as of yet. I have tried to text her numerous times to ask her what happened with her boss and no response   I sent her email as well and no response   ************ is a scam after they get your money they dont help at all with any situation and they dont deliver   She also tried to tell that it was because of the items I sent   Which by the way she sent a list of what I could send and I adhered to that list   Once they saw I removed all the reviews now they dont respond to me so I have lost all my personal belongings and 400 dollars 

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

  

  Business Response

  Date: 05/25/2023

  Thank you for your review.
  
  You were provided and signed documentation confirming receipt of customs regulations in ********* and your understanding that you will be required to hire a custom broker in ********* to assist you with customs clearance in *********. We provided you with custom broker options in ********* as well. You chose not to pay the charges for the customs broker and/or the charges in ********* on import, although you signed documentation confirming your understanding you will have to, if applicable. You left your shipment to collect storage charges in ********* for 3 months. 3 months after shipping you posted a 1 star review without reaching out to ** for possible assistance. Once you reached out to **, we offered to assist you. Since you chose not to pay to have your shipments cleared through customs in *********, we offered to return the boxes to ********** for you, however, once again, you did not want to pay the charges. Feel free to reach back out to ** with further needs. We remain at your disposal.

• Initial Complaint

  Date:01/17/2023

  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.

  Ruby ********************** has refused to offer me a refund based on their failure to deliver two boxes in my shipment. They have completely lost them. This is a breach of our contract. I have pasted details below which were outlined in an email that I sent to them on January 15th and the conversation deteriorated today January 17th. They were defensive and angry. I was told to take further action. Order Ref #RI555-340-22 On July 10th, 2022, I placed an order with Ruby ********************** to move 7 cubic meters of household goods consisting of 21 boxes from ******* to ****, ****** with a deposit of ****** USD. Then, all necessary paperwork and the final payment was completed mid-August 2022. Twenty-one boxes were picked up to move to Ruby ****** *** warehouse facilities and confirmed safe upon arrival. The total paid was ******** USD. On November 23, 2022, much later than promised. However, two large boxes never arrived and boxes were damaged. This is marked on my associated paperwork and was immediately announced to all parties via email. Boxes 10 and 16 have still not been located. Ruby ***** admitted loss.Box 16 & 10 contained all my clothes and shoes. It should be no surprise that losing all of my clothes (many handmade and designer) and all of my shoes (some luxury) is upsetting. I will not be able to replace many of these things but, I need to make some urgent purchases. I consider our contract at an end and incomplete. I expect a refund of ****** USD for the shipping costs of items that have not arrived. I have based my calculation on the total paid and the estimated percentage of space/weight of these items based on size (as seen by my photo evidence). I had 6 XL boxes 5 Large Boxes and 10 small boxes. Box 10 was an XL *********** 16 was a large box totaling an estimated ****% of the total shipment. My AMEX card is on file with the company. I have additional photographs and documentation as needed.

  

  Business Response

  Date: 01/28/2023

  We are sorry to hear 2 boxes of clothing are missing from your shipment.
  
  We understand the frustration of missing boxes containing clothing, which is never our intention. We will continue to do a warehouse sweep on both ends and will notify you if your boxes are recovered. However, we do take responsibility for your missing boxes of clothes and hence, we looked back at your customs declaration and see you have declared your clothing value shipped at $200.00 total. In addition, just to be sure, we have checked your insured value and based on the insured value, you insured your clothing at $122.22/box ($1,100.00 for 9 boxes, 2 boxes were missing).
  
  As good faith, we offered to compensate you $200.00 which you declined and have chosen to post your review to pressure us for a larger compensation amount or will you will go on line to slander our company (per your message: I will expect the payment in the amount of ****** USD processing to my AMEX card immediately, Monday January 16, 2023. I hope that this experience will be over and done with at this time. I really dont want to have to file a complaint with the BBB, file a dispute with my credit card company, and post warnings and reviews to websites.)
  
  I apologize we were not able to come to amicable terms with our compensation offer.

• Initial Complaint

  Date:08/05/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  . The contract was for a 40’ shipping container and labor to wrap some furniture mover household good from the residence into a shuttle truck then pack the container. On June 6, 2022 they showed up wrapped approximately 20 pieces of furniture then sat around all day waiting on the container to arrive which it didn’t while the whole day his labor and us were advised that it was on the way. At the end of the day and no container he asked us if we wanted to cancel. We were under time restrains as the house had been sold and the new owner was to take possession on June10,2022. He also knew that we had no other options than to go with him since we couldn’t get anyone else at this late date. The move was set then for the following day where a 53’ moving van would come and collect everything he also wanted us to find labor to assist since he was only sending the driver and one guy. We waited with labor standing by all day waiting for the truck. When the truck hadn’t arrived by 2pm I called him and he was mad because he was not called earlier. He told me he would get in touch with the drive and call me back which he did telling me that he was told the driver was 60 miles out and would be there no later than 4:30pm but, could not tell me where he was coming from. After the truck never showed I made phone calls to him and he asked me to contact the owner and see if he would let me stay through June 11,2022 and he would get a truck and guys to move us. This time he advised that it would be a 26’ box truck which I argued that that would not move everything boxed and three motorcycles. He sent back an email telling me that he would refund all monies except for $5,145 for labor and $2392.50 for canceling within the 7-day window. He received payment by credit card and is now hold my money hostage until he receives another form of payment in the way of a bank draft for the above amount knowing I am out of country with no access to other funds.

  

  Business Response

  Date: 08/05/2022

  Below is an email which was forwarded to you on June 9, 2022.  
  
  We provided you with numerous opportunities to cancel your move in advance of continued coordination and expenses to ensure your move out was scheduled as agreed by Saturday June 11.  
  
  You assured us you did not want to cancel.  
  
  Then on June 9, 2 days prior to your move out date and after lengthy hours spent to ensure a truck and a crew were scheduled to load, you decided to cancel.  
  
  Per our contract you are liable for costs incurred to date as well as 25% of the contracted amount.
  
  The total quoted for services rendered to date are $5,145.00 plus $2,392.50 (25% of the contracted services).
  
  Kindly go back to your credit card company and remove the dispute for the charges made.  Once we receive notification of the removal of your dispute and the funds are credited back to our account, we will credit/reimburse you back the entire amount once you make your payment in full in the amount of $7,537.50 via bank wire only.
  
  
  
  The email from June 9, 2022:
  
  
  Hello and thank you for your message.
  
  We received your cancellation email, thank you.
  
  Since we have been able to provide services as requested on Saturday, June 11 (we offered you to cancel on numerous occasions and you chose not to cancel), per our terms and conditions in which you signed, you will be liable for 25% of the contracted amount as well as liable for the services rendered to date which are the packing services performed by Chris Isaac on our/your behalf.
  
  The total quoted for services rendered to date are $5,145.00 plus $2,392.50 (25% of the contracted services).
  
  We will reimburse your credit card for the difference.
  
  We will cancel your insurance policy.
  
  We wish you the best of luck moving forward.
  
  Thank you and warm regards,

  ________________________________________________________________________________________________________________________________________________________________________________________________________

  Good afternoon and thank you for your patience.
  
  We have found out that the container driver who was originally scheduled could not pick up a chassis in Atlanta, GA as they are out of equipment and therefore, was not able to pick up a container.
  
  We have rescheduled the booking out of Atlanta and are waiting on a booking confirmation to come through.
  
  In the interim, per your conversation with Ayal, we have scheduled a truck and a new crew (at our expense) to have the goods collected and removed from your home on Saturday.  Normally when a situation that happened as did on the original moving day, client is responsible for the additional charges to shuttle goods into storage due to the steamship line issues (in this case the equipment shortages).  I have attached documentation to this email that was originally issued and emailed to you at the time of booking.
  
  The goods will have to be stored in Atlanta, Georgia warehouse with Chris Isaac until we can secure a new booking.  Unfortunately, the storage charges will have to be at your expense.  
  
  Please review the above and let me know if you have further questions and please confirm your understanding and that you wish to continue to proceed.  I am happy to discuss verbally as well as/if required.
  
  This is a very difficult year for the shipping industry.  Chris mentioned that he spoke to you and discussed the issues we (as an industry) have faced this year.
  
  Thank you and warm regards,

  CLIENT CONFIRMED both in writing below and verbally:

  Here is your confirmation email to let you know we are a go for the move tomorrow. 

   

  
  

  Customer Answer

  Date: 08/05/2022

   
  Complaint: 17664970
  
  I am rejecting this response because: As it read in my resolution letter you had failed us twice and had us locked into the 7day cancelation period where you were going to charge us the same as you are now. Uou were also offering us less than what was contracted droma 40' container 2,300 cube to a 26' bos truck 1,700 cube shorting us 600 cube in space. In my letter you are able to see what it took to move our belongings. The guys sent only wrapped about 20 pieces of furniture made inventory list including all the other stuff we packed ourself loaded a 16' box truck and sat around all day until thej left. After no show on the second day which I was required to find labor you we had ro get labor the next day to unload the truck so it could be return so as not to get charged more for it. The only thing you gave us for June 11th in an email was two numbers one which was our job number and what might have been a truck number. You called me and said that the truck driver should have already called me which I said he didn't so you said just make sure you answer your phone. Never received a call so this along with everything else before made us believe that you agon were going to let us high and dry and the fact that you were screening your calls for my number and would not answer.. then when I would call in from another number the call would be answered. We also believe that you really had no intentions in moving us just getting us into the 7day period where we couldn't cancle without paying your fees.. which uour guys in no way completed $5,100 of contracted work before leaving us to hold tje bag. This is why we canceled. From the first day it is true you offered for us to cancel but, we would have still had to pay what you are demanding. Now you want me to release the credit card hold sending it all back ro you and say that uou will release the whole amount back after receiving a bank note for what you want. How can you be trusted to get two forms of payment before releasing one. All I see is that uou will hold onto both and make it more stress and hassle to get my money back. Iou are basically scaming and at most trying to extort money from us. 
  
  Sincerely,
  
  William Richards

  

  Business Response

  Date: 08/09/2022

  Hello and thank you for your message.
  
  We received your cancellation email, thank you.
  
  Since we have been able to provide services as requested on Saturday, June 11 (we offered you to cancel on numerous occasions and you chose not to cancel), per our terms and conditions in which you signed, you will be liable for 25% of the contracted amount as well as liable for the services rendered to date which are the packing services performed by Chris Isaac on our/your behalf.
  
  The total quoted for services rendered to date are $5,145.00 plus $2,392.50 (25% of the contracted services).
  
  We will reimburse your credit card for the difference.
  
  We will cancel your insurance policy.
  
  We wish you the best of luck moving forward.
  

  Customer Answer

  Date: 08/10/2022

   
  Complaint: 17664970
  
  I am rejecting this response because:
  
  Sincerely,
  
  William Richards