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Business Profile

Moving Companies

Hughes Relocation Services, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/29/2024

    Type:Delivery Issues
    Status:
    Answered
    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.
    HIRED COMPANY TO MOVE MY HOME FROM FLORIDA TO ******. HAD A GUARANTEE DELIVERY DATE OF 5/29. TODAY I GET A CALL SAYING MY BELONGINGS HAVE NOT EVEN LEFT FLORIDA AFTER HAVING THEM FOR 7 DAYS I AM KNOW OUT A LOT OF MONEY AND NO ONE WILL TELL ME WHEN MY BELONGINGS WILL ARRIVE

    Business Response

    Date: 05/30/2024

    ****, we appreciate the feedback as we want every customer to have a positive moving experience. Providing great customer service with honesty and integrity is important to us and we take your opinion seriously. We are very sorry that your shipment is running late. Please know we're working tirelessly to deliver your things as soon as possible.

    Customer Answer

    Date: 06/09/2024

    We finally received our goods.  Unfortunately a couple of items we paid them to packed were broken. Also was told our belongings were stacked chaotic in their warehouse which sat for over a week. VERY DISAPPOINTED 

    Customer Answer

    Date: 06/10/2024

    We finally received our goods.  Unfortunately a couple of items we paid them to packed were broken. Also was told our belongings were stacked chaotic in their warehouse which sat for over a week. VERY DISAPPOINTED 

    Business Response

    Date: 06/21/2024

    ****************** arranged  transportation of his household goods with ************************************************* to go to *********, ** from *****, **. The scheduled load date was 5/22/24. ************************************************* was unable to pick the household goods up for direct transport to NV.Hughes Relocation picked the goods up on the planned load date of 5/22/24 and brought back to the warehouse to hold for the transportation driver to load.

    Our coordinator made contact with ****************** to advise the delivery may be delayed so that he was kept informed of the progress of the delivery. In the meantime, a driver was located to pick up and take the goods to ******************. The goods had a promised delivery between 5/29/24 and 6/1/24. The delivery of the goods was delayed and arrived to him on 6/3/24. The tariff that governs this relocation provides for $100 day delay compensation. ****************** has been compensated $200 per the tariff for the two day delay. For any questions, he may contact ************************************************* ***************** directly.

    The customer filed a claim for his damages with ************************************************* and a settlement was issued on 6/19/24 to ****************** by the van lines claims department, which was based on his valuation and the signed relocation documents. A full explanation has been provided to him regarding the settlement. Should he have any questions regarding the settlement once he has received it, he may contact the adjuster with  ************************************************* ***************** directly.

    We do apologize that he was inconvenienced with a delay and damages. Both issues have been addressed accordingly.  

    Customer Answer

    Date: 06/24/2024

     
    Complaint: 21772431

    I am rejecting this response because:
    This is total lie !!!  No settlement has been reached. NO ONE CALLED ME TO SAY DELIVERY WAS LATE UNTIL THE *** THE DELIVERY WAS TO BE MADE. THIS COMPANY IS ALL LIES - I also believe that BBB always sides with business. This company is an embarrassment and you dont want to report that !!!!!!!
    Sincerely,

    ***********************

    Business Response

    Date: 06/24/2024

    Regretfully,Hughes can offer nothing more to this complaint than the information we have available. Of course, we regret the move did not happen to his complete satisfaction. We offer our apologies.

    The agreed delivery window was 5/29-6/1/24. We notified ****************** on 5/28 that delivery would be delayed. ****************** began communicating directly with ************************************************* **************** starting on 5/28/24 regarding compensation due him because of the late delivery.

    The customer booked his ********************** with ************************************************** ******************************************* is an agency representing *************************************************. If ****************** has further issues, we would suggest that he address those directly with his customer service representative at **************************************************

    Again, our apologies for his dissatisfaction. 

Hughes Relocation Services, Inc. is BBB Accredited.

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