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:01/02/2024

  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.

  In July 2023, Earth Relocation was to move my belongings from ************* to ****** ******. My belongings finally arrived 6 months later, even though it should only ***********-8 weeks. My belongings arrived completely broken and destroyed, to include a vintage piano of ****, and upright piano, which was shipped laying downit destroyed the keys, the right leg of the piano and cracked the side of the body. The piano does not function at all. I had 3 other wooden pieces such as an armoire and a love seat and the legs completely destroyed and cannot be used. From the beginning the communication was poor, no one answers calls or emails, especially now since everything is destroyed. I demand a full refund and extra compensation of the value of the vintage piano.

  

  Business Response

  Date: 01/03/2024

  Hello,

  We reject this complaint. As a preofessional moving company, we always have provided prompt response to Ms *********** Her piano that is the main concern of this compaint should have been packed in a wooden case, we did offer Ms ********** crating service and very clearly mentioned to her that the piano will not be secured unless it is in wooden crate which is the right way of shipping a piano, however she declined this service. I am adding copy of her email below: 

   From: ***** | Earthrelo
  
  Hello *********,
  
  I have schedule your move for next Thursday the 10th of August.
  Please provide us with information of who to speak with at the storage facility with phone number and unit number.
  We got your deposit, please fill out the booking form and fill up the insurance form. Go with the itemize list option.
  As for the piano, is just more protected if you have it on the crate. I can offer you a $100 discount and do it for a total of $700.
  
  Best regards,

  From: **************;********************;<*********************************;
  
  Hi *****,
  
  Thank you for the additional explanation.
  
  I will go with the piano protection. No need for the wood crate.
  
  I thought piano protection was simply a type of piano insurance and it goes into the container naked hahah with nothing around it. But wrap and cardboard should be fine. As long as it does not get too hot in the container.
  
  Please advise if the deposit has come through.
  
  Also, for the move date, please advise in advance so i can schedule it on the calendar with public storage so they are aware on the day you are coming etc. Then, I will also provide you information such as access code, unit number etc.
  
  Thank you,
  
  *********
  

• Initial Complaint

  Date:03/20/2023

  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.

  Earth Relocation ********************************************************************* Re: Import // ********** // ***************** ************************* I think the above company is attempting to extort money for my household and vehicle shipment.I recently returned home to ****** after years of contracting in the ***. I shipped my household goods and vehicle from *****, *** through ************************* - door to door. I fully paid the business before departure.Their agent stated, per his email, ****** Border Security and Customs Examination fee was $****:Based on the volume of your cargo the subjected charges for your shipment is **** $. Shipping line invoice for detention and Customs Inspection invoice will be shared on request. When I asked for a bill from ** Customs their destination team at Earth Relocation sent an email directing me to deposit $5008 into a **** of America account. I feel this is because I requested a bill from ** Customs The net amount payable to Earth Relocation is $5008. ****: **** of America Account # ************ Routing # ********* Swift Code: BOFAUS3N A Please advise or assist with dealing with a possible extortion for my vehicle and household shipment.

  

  Business Response

  Date: 05/25/2023

  Please note our response in this matter:

  
  

  *********** is not our direct customer, his shipment was sent to ** by his contracted company ********************* based in ***. The containers carrying *************** goods went through customs intensive examination and incurred exam charges as well port storage charges. We informed about these charges to *********** as well as his contracted company mentioned above. Since there were several clients' goods in the same container, the charges were divided by ********************* and they asked ** to collect the said amount from *********** based on his shipping volume. We have no reason to charge the client directly as we do not have a contract with him and we are doing this at behest of *********************. Therefore we reject this complaint and request *********** to settle his dispute with *********************.

  
  

  Hope this response is sufficient. 

• Initial Complaint

  Date:09/19/2022

  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.

  Earth Relocation was the ** delivery agent for our move from ******** to the **** From the start, they were non-responsive to our emails; messed up the scheduling of our delivery; and tried to get us to cover additional costs incurred due to their poor planning. When we pushed back on the costs, which they refused to explain to us in any sensible way, they threatened to keep our goods longer, so that we would accrue further costs. This is, by definition, extortion.Before the delivery day, we emailed the management team (*****, ****, and *****) twice to confirm that their team would unpack and reassemble our belongings when our goods were finally delivered. When the team showed up, they claimed that they hadn't been told they had to do either. When we showed them the contract and the emails, they assented -- albeit with a lot of grumbling -- but they left the job half undone, with most of our furniture unassembled or assembled incorrectly. (They tried to get us to sign off on the paperwork, but three items were missing, multiple items were damaged, they scratched up our floors, and so we refused.) They claimed they'd come back in two days to finish the job, but then emailed us to say they didn't have a team free. No one should have to fight this hard to get the services they paid for. I plan on filing a complaint with FMSCA, as should anyone who has had to deal with this crew in the past.

  

  Business Response

  Date: 10/18/2022

  This complaint is baseless, on Oct 12 we already sent the required documents to client and offered them refund of $ 265 as per our agreement. We still remain attentive for them to confirm the mode of refund payment and also their agreement of resolution to this issue.