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:09/21/2022

  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.

  We signed a contract with ****************** to provide a cross country move from Ohio to Texas. ****************** outsourced our move to Re-Moving. Nearly all of the statements in our contract have been broken by ******** and Re-Moving. Examples:-Pickup was delayed beyond our 3 day pickup window and Re-Moving didn't have the decency to call; instead they no-showed. -Delivery was 2 weeks after the delivery window -Our items were held at ransom (Jonathan stated we had to pay the remaining $3000 in cash to have our items released from a storage shed, after already have paid almost $12,000 despite our items never leaving the originating city -60% of our items were stolen/damaged. This does not constitute a professional move. We have pictures of the semi with mattresses strapped to the back of the truck for the cross-country move. We also have pictures of an exercise bike placed on top of a box that says "fragile; glass". We have over 100 pics of our items that are damaged. Items such as a TV and box of electronics are conveniently "missing"-The truck weigh station caught the truck driver trying to increase our weight by 5,000  extra lbs. ******** has accepted full fault and has refunded the full amount we paid to them ($5960.65). Our contract states that ******** is not a broker and is in charge of our move. Therefore, since ******** has accepted full fault, and our contract is with them, all monies paid should be refunded. However, Re-Moving would only provide a $2,237.94 credit in response to our credit card dispute, rather than the full amount paid to them of $8875.63 (not including tips). We estimate that this unprofessional move costed us $40,000 in moving fees, stolen items, initial lawyer fees, damaged items, and costs incurred during the 2 week delay (hotel, items purchased, furniture rented, etc for a family of 5) in delivery which we were told we would receive compensation for, but haven't.

  Business Response

  Date: 10/29/2022

  Thank you for forwarding this consumer complaint to our attention. We offer the following response:
  

  ********************************* contracted for interstate moving services with ******************, which were performed by Re Moving America (RMA), operating as their agent. The estimate described the terms and conditions including payment terms and accepted forms of payment. The estimate also had the estimated pickup and delivery windows and further explained that all pickup, load and/or delivery dates are only estimates. The bill of lading described a standard delivery window of up to 30 business days from the first date a customer is available to receive delivery of their shipment. 
  

  ********************************* indicated June 1st as the first available date and the shipment was delivered on June 15th. Delivery occurred within 11 business days of the first available date and well within the 30-business day delivery window. The shipment was delivered within reasonable dispatch as required by federal law.
  *************************** items were not held hostage. Final payment is due prior to or at delivery before unloading. All services ordered were performed as evidenced by *************************** signature on the bill of ladings delivery acknowledgement.
  

  RMA agreed to compensate ********************************* for service and claim related issues and attempted to do so via credit card refund however, due to an error by the merchant services provider, the refund was not processed. ********************************* filed a credit card dispute which RMA did not challenge. ******************-
  ******* was also compensated for the delayed pickup.
  
  ********************************* received compensation for the service and claim issues through the credit card dispute. If ********************************* feels he is entitled to additional compensation, he may file a claim through *****************'s claim process for further consideration.

  As all services ordered were performed, ********************************* is not eligible or entitled to additional compensation from RMA.

  Customer Answer

  Date: 11/02/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: the details provided by Re-Moving regarding the partial refund is false. Our items were held hostage in the originating city—-they wanted us to pay the remainder of  $13,000 to get our personal belongings back without it ever leaving the originating city (and we had already paid $10,000). They wouldn’t disclose to us where our items were being held at ransom—which is illegal. We were never given a bill of lading (we were told they had to calculate the final costs and couldn’t give it to us). We hired professional services which does not include their workers (who were hired off the street) stealing a TV, box of electronics, other items and damaging a large majority of our personal belongings. 
  
  You may close this dispute; we will see Re-Moving in court. 

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