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:04/30/2023

  Type:Customer Service 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.

  ProRelo, Inc. moved our household goods from Santa Fe, NM to Las Cruces NM in June of 2022. We submitted a claim for damaged and missing items 12/12/22 and received acknowledgment that they had received our claim. We have been trying ever since to have the claim settled. ProRelo will not even return our emails any longer and they haven't offered any response to our claim. Of course this is over four months and my last email to them was on 4/27/23.

  

  Business Response

  Date: 05/31/2023

  To whom it concerns,

  We have assured this customer that their claim will be looked into by the end of this week. We have not agreed to all or partial liability for the items claimed but nonetheless an outcome will be emailed to them by Monday of next week. We thank the customer for their patience as this claim on their local move slipped through the cracks. 

  Thanks,

  **** *******

  ProRelo Inc. 

  Customer Answer

  Date: 06/03/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: We continually emailed and called the company to try to settle this issue. They refused to respond which is why we contacted the BBB in an attempt to get their attention. I don't believe that it just slipped through the cracks. My last correspondence to **** was to inform them that if I didn't receive any response, I would try to take additional steps to escalate the issue. He never responded. He states that this will be addressed by Monday. I'll believe it when I see it.
  
  
  
  
  
  
  
  Regards,
  
  
  
  ***** ******* 

   

  
  

  I have attached the response from ProRelo Claims Department. It states that we packed the vast majority of the goods ourselves. That is not true. We packed less than half of a 16 ft. POD for temporary storage on our property to allow for the house to be shown for sale. They also stated that many of the claimed items were observed to have prior damage before they did any work. This is also not true and if they had noticed damage prior to the packing, they would have noted it just to cover themselves. As it states we had a deductible of $1,000. As you can see, they just picked items to amount to just under the deductible so that they would have no responsibility.
  
  In a prior response they claimed that it just slipped through the cracks. I’m not sure how it could of since we contacted them on a regular basis to get updates on the progress.
  
  I have also attached our claim in the email to ProRelo stating that we never received confirmation that they had received our claim. And their response stating that they had received it.
  
  ProRelo is just trying to get out of their responsibilities and the fact that they kept putting us off for such a long time.

• Initial Complaint

  Date:12/10/2022

  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 first contacted ProRelo in March 2022 to get an estimate on moving from Albuquerque, NM to Missouri. I told my plans on how I was moving straightforward and did not try to deceive or trick them. My plan was to move back to my parents' house initially while waiting to purchase a house.
  
  When signing the forms, the delivery person made me sign sheets without explaining what they were and had them all signed by him already - basically claiming they had all items in good condition, even though I could not possibly watch both people pack up all items.
  
  After the delivery person unloaded everything by middle of the evening, the same set of papers came out. I've done this rodeo before and signed without thinking too much - I trusted that I *received* all the items, not quite the condition. It had been a 6+ hour ordeal and much waiting and I did not think it was reasonable nor fair to customer or delivery driver to try and inspect all items right then and there, in late evening. I've done this before and did not have issues with a different company.
  
  Before I moved to my new house, I contacted ****** from ProRelo asking about the timeline to submit for damages, and again I tell her of my explicit plans of moving. She says I have 9 months - that's all I get for a response. After I move my items to the new house, I can inspect them since I finally unpacked. I submit my claims and get a response from **** ******* from *******/****** owner. They deny my claims because I had already signed on delivery day that all items were in good condition. Further, because I moved items then it is not their liability. I submit a formal rejection and ask for at least my insurance payment back due to the deception and get further denied.
  
  ProRelo acted in deception by not explicitly telling me I needed to inspect the items RIGHT THERE for claims, as well as further not telling me to try to claim prior to moving the items again when I told at least 3 of their employees multiple times.

  

  Business Response

  Date: 01/13/2023

  ****,
   
  We are in receipt of your complaint and have reviewed your file.
   
  When you asked ****** how long to file a claim, her reply was correct in that you had nine months. You did not reveal to ****** that you were going to move again within that timeframe. If you had, she would have advised you that our insurance does not cover other movers as there is no way of knowing who really caused the alleged damage at that point.
   
  You should probably file this claim with the mover that performed another move for you after the move that we did. We appreciate your business and apologize for any hassle.

  Customer Answer

  Date: 01/13/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  ProRelo has essentially ignored every aspect about my complaint and final unloading process with what went wrong, as well as the exact way in that they carry out their business (i.e., not describing to the customer what they are signing when the packer/unloader, after a long day's of work, passes papers to them and just says, "sign these"). I know in the end that that is specifically more my fault due to having not seen the literally fine (small) print saying I am acknowledging all 110+ of my items are in good order when 50 of them are boxes and have not been opened. However, good business practice allows for a period of time - does not even have to be 9 months, can be - to properly claim, and further explain the papers that are being signed as most businesses anywhere do, such as, "This paper goes over the privacy policy. This paper goes over acknowledging receipt and condition of goods." That simple.

  Further, the biggest reason I am rejecting this response, despite their respectful reply, is that I have proof (see image attached) that I emailed ****** and specifically said, "I am getting ready to move to my permanent address." It would be naive to think that that statement could be interpreted in any other way other than I am moving my items all over again. So again, because I was not properly given correct information and the brochure that I read more thoroughly after being denied by ****** entity also neglected to say anything about moving again would invalidate any attempt to get reimbursed; thus, I request my insurance payment of roughly $600 back to me since what was the point if there were all these stipulations added in.

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

   

  

  Business Response

  Date: 05/31/2023

  To whom it concerns,

   

  While we understand the frustration of this customer, he should also understand ****** corporate denying the claim on the basis that another moving company moved all of his goods after the move that we were contracted for was already done. How could we be expected to honor this claim when damage in question could have been caused by the other moving company? That is not logical and our position remains the same. We thank this customer for his business with us but our work on his shipment appears to be done.

  Thanks,

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

  Customer Answer

  Date: 06/01/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: even with me providing evidence that I informed their company via ****** that I was moving again, they chose to neglect the facts and deflect to their parent company rejecting the claim. They have decided to take well over half a year to go through a series of a few replies, so I can see their strategy is to just deny and take up time so customers may “drop it”. While I no longer care for the money because they’re clearly in need of it more than me, I and others can read that they clearly do not care about providing customer service once a move has occurred. Admitting when wrong is a big step to ease a customer, and they have even failed that basic step in Customer Service 101. 
  
  
  
  
  
  
  
  Regards,
  
  
  
  **** *******
  

   

• Initial Complaint

  Date:11/20/2022

  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.

  In August 2021 I called ProRelo to get quote to ship goods to *********, *** the sales person quoted $3500, he assured me ,my goods would be packed into a pod and that I get to keep pod.
  I put deposit down $1500 .00 then in Sept I asked too add a few more items to my load if I had room, they assured me I did, they were waiting for items to be weighed and to get rate. I paid another $3040.00.
  I came to ********* in Sept 2021. I asked ProRelo to store my goods as they had not received a rate at that time until January 2022, they said storage rate was $62.00/mth.
  In January I asked them to ship my goods to *********, for the next 3mths I had myself and two other friends(emails supplied) try and get information about weights and rates, kept getting put off, then quote for $5,ooo+-$9,000+ . I received email from ******* in ** in May 2022 saying they had picked up my goods in ***********. In August I received email from ****** ******** saying my goods had arrived 8/31/2022.
  After my goods cleared customs,I started getting emails from ******* & Prorelo demanding payment before goods would be delivered.
  I tried to contact ****** , who did not return my inquiry as to how to pay the balance.
  I had a delivery of 13 items from my shipment on Oct 27th. It was the delivery people who mentioned that all the other inventory, that was supposedly packed together had NOT even got to ********* 14 months later !!
  A ******* person sent email demanding payment. I had another two friends try to get hold of prorelo as they were ignoring my emails asking where my goods were , why they weren't packed together. Finally ***** or **** sent email apologising , they had instituted 3 seperate searches, in 2 weeks??
  So now they say I have to pay the balance of the shipping fee to pay for my goods that weren't shipped before I can claim the total value of goods lost !!!
  I wonder as most of my goods were saleable if my goods left ** at all ??
  total disregard and inability to accept responsibilty .

  

  Business Response

  Date: 01/13/2023

  ******
   
  We are very sorry that a large portion of your small shipment to ********* was apparently lost in transit. We make every effort to ensure this does not happen, but it is the nature of international moving to have many different service providers involved in the process and we can only surmise that something went wrong along the way.
   
  When this happens, customers file a claim on insurance. But they can only file the claim IF they have paid their bill in full.
   
  You have elected not to pay the other half of your bill. By doing so, rather than paying and filing a claim, you have in essence settled your own claim by withholding payment. If you change your mind and wish to pay, please contact us.