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:05/01/2025

  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.

  I contracted Royal ********************************************* to handle my household move on 3/30/25.The company gave me only 12 hours' notice regarding my delivery-far below any reasonable or professional standard. Upon receiving my belongings, I was shocked to find that every single box was visibly damaged,soaking wet, and many were either opened or appeared to have been gone through.Items irreparably damaged, including but not limited to: A $2,200 TV stand (missing entirely) A $2,000 bed, which arrived broken and unusable A $3,000 couch, delivered without the legs, making it nonfunctional Missing sofa legs and damaged and dirty sofa Other personal and household items, which were either missing or severely damaged I have made multiple attempts to resolve this directly with Royal *********************************************. Their customer service has been unresponsive, evasive, and continues to provide inconsistent information while refusing to accept responsibility for the damage and loss. I have received no compensation or timeline for resolution, despite their clear obligation under federal law (******* Amendment, 49 U.S.C. $ *****) and basic contractual principles.I am filing this formal complaint to document their negligence, refusal to compensate for documented losses, and overall predatory business practices. This company has caused substantial financial and emotional distress, and they should be held accountable. I have spoken with ****** *****, **** ******** and ***** various times since then and received no resolution.

  Business Response

  Date: 05/01/2025

  Royal Moving and Storage takes all customer concerns seriously and strives to resolve issues in accordance with federal regulations and our contractual obligations. We would like to provide a factual summary regarding Mr. ****** complaint and the current status of his claim.

  Mr. ****** move was completed on March 30, 2025, with delivery occurring within the agreed-upon delivery window. While Mr. ***** expressed concerns after delivery regarding potential missing or damaged items, he did not follow the required claims procedure outlined in our customer correspondence. Instead of submitting the list of missing/damaged items to our shared email inbox at ******************************************************* which is monitored by our ********************** he sent this information directly to the personal cell phone of our Logistics Manager, which is not an approved or trackable method of communication. Because this information was sent outside of our formal system, no internal record was created, and other team members were unaware of the details. Mr. ***** was reminded, verbally and in writing, that per company protocol, all claims and lists of missing items must be sent to ******************************************************* to initiate an investigation and preserve the integrity of our documentation.
  

  On April 30, 2025, Mr. ***** submitted the required itemized list properly. This allowed us to begin an internal search for the items while CSI Pros, our third-party claims administrator, continued processing his formal claim for compensation.
  As of today, Mr. ****** claim has been reviewed and approved, and a settlement offer has been made. However, compensation cannot be issued until he signs and returns the required Notice of Settlement Agreement sent to him by ********. This is a standard industry requirement that documents acceptance of the claim amount and authorizes us to issue payment. We strongly encourage Mr. ***** to complete this final step so that the matter can be resolved.

  Contrary to his accusations, Royal Moving and Storage has not been evasive or negligent. Multiple team members have remained in communication with him and have taken steps to assist within the limits of established policy and federal guidelines.
  We are committed to resolving this matter fairly and professionally, and we reject any characterization of our business as predatory. We urge Mr. ***** to return the signed settlement agreement so that compensation can be processed promptly.
  

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23271727
  
  I am rejecting this response because:
  
  
  
  I am writing to formally respond to the recent communication regarding the status of my claim.
  
  
  First, I would like to clarify that I was notified of my delivery only 12 hours priorwell within an unreasonably short timeframe and without any prior notice, contrary to what has been stated. I received no previous communication alerting me of the drop-off date ahead of time.
  
  
  Additionally, I was never instructed to reach out to the claims department directly. The guidance I received, which is supported by the attached text messages, directed me to contact a completely different department. The information shared in your response does not align with the correspondence I received and is therefore inaccurate.
  
  
  Furthermore, I have not received any notification from ******** regarding a claim status update or settlement offer. I have reached out to them independently, and there has been no indication that a formal claim has been reviewed or approved, nor have I received any settlement agreement to review or sign. Again, I have attached both emails and text messages to support this.
  
  
  What I have experienced throughout this process is constant conflicting information and a lack of clear, consistent communication from your team. The statements made in your summary are not only misleading but also factually incorrect.
  
  
  I respectfully request that my claim be reviewed and addressed accurately and in good faith, with proper documentation and clear follow-up from your claims administrator.
  
  
  

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

  Business Response

  Date: 05/01/2025

  Please see attached documentation to support our previous response. Customer signed all claim paperwork on 03/30/2025. A second time the claim information was sent by the office via email on 04/09/2025. The logistics manager had also provided Mr. ***** all necessary claim info after delivery via text message and phone call. Lastly, see CSI Pros claim for Mr. ***** and correspondence in which the claim was approved. ******** is a separate 3rd part company that processes our customer claims. Mr. ***** can reach out to them for an update. 

  Customer Answer

  Date: 05/01/2025

  Per the attached, the settlement has not been submitted or approved. The moving company has continued Dtla be deceitful and lie.

  Business Response

  Date: 05/08/2025

  This customer's claim has been processed, and he has been compensated as of 05/06/2025.

• Initial Complaint

  Date:04/03/2025

  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.

  On March 28, 2025 I made a deposit of $789 to Royal Moving and Storage. To relocate my 2 bedroom apartment to *******. The pick date and time was March 30th - 31st 9am- 11am. They assured me that they will be there on one of those dates on time so I can clear out my apartment and storage. my pick up date and time got delayed several times. I spoke with customer service on Sunday, March 31. The representative said she would assure me that the movers will come on Monday, April 1st 9AM -11 AM. I pressed the concern about me getting my things out of the storage before the first of the month so I wouldnt have to pay an extra month of storage. The representative promised me everything would be handled not to worry. She would make sure I was the only stop for the day. April 1st no movers, the representative said it was a delay due to a storm so they wouldnt be there until April 2nd in the morning 9am that was a lie I was still being patient and understanding but I felt like it was a red flag. They kept putting me off the initial guy I spoke with over the phone who took my deposit I expressed to him the distance from my house to the storage and how we wasnt going to make it in time before the storage had closed at 6pm. He says he knows nothing about the delays and he will see what he can do. The mover showed up at 4:40pm days hours late. Looking around saying they are going to charge me extra I was so confused because the initial guy that I spoke with and took, my deposit, said I wouldnt have to worry about any extra fees. To some everything up the movers tried to extort me for $7000 when the initial amount was 2800. I was left lost and puzzled. I tried calling the initial guy back no answer just a text saying to call customer service. called the customer service lady who set up date and time. The only thing she can help me with was trying to extort me for $6000 saying thats all she can do. I Asked her for a refund she said, unfortunately there are no refunds.

  Business Response

  Date: 04/03/2025

  Thank you for reaching out regarding your experience with Royal Moving and Storage. We understand that moving can be a stressful process, and we sincerely regret any frustration you encountered.
  Wed like to clarify the details of your move and address your concerns:
  Scheduling & Weather Delays Your original move was scheduled for March *****. However, due to unforeseen weather conditions, we had to reschedule for April 1 from 9 AM - 11 AM. At that time, you were the first scheduled job of the day. The driver had been enroute to another pickup the day before, and the revised time frame was based on real-time updates. Despite the delays caused by the weather, the driver still arrived on April 1 as scheduled. While we acknowledge this adjustment was inconvenient, safety remains our top priority, and we appreciate your initial understanding.
  Driver Arrival Time On April 1, the driver arrived later than planned due to an earlier job running over. While we always aim to adhere to scheduled time frames, unforeseen delays can sometimes occur in the moving industry. However, as proof provided in your screenshot confirms, the driver did arrive on April 1st as promised. Dispatch informed you that, due to the delay, it was unlikely you would be able to access your storage unit before closing. As a resolution, we offered to complete the pickup first thing in the morning and provided a discount for the inconvenience.
  Inventory & Pricing Upon arrival, the driver found that your total inventory significantly exceeded the original list provided. Specifically, there were over 45 additional items not included in the inventory strictly from your apartment. At that time, we had not yet assessed the storage unit. Since our pricing is based on space required, additional inventory necessitates a price adjustment. The driver offered to transport only the originally quoted amount to maintain your initial cost, but you opted to include all your items, which required an update to the quoted price.
  Estimate & Communication The initial estimate of 421 cubic feet (CF) was based on the inventory you provided. During a video call with dispatch, you acknowledged that you had not counted all your boxes. When we attempted to review your inventory list with you, you declined. The revised estimate was based on the additional 179 CF identified during the video call and an additional 200 CF for the storage unit, which had not been visually assessed prior to the move.
  Professionalism Concerns We take customer feedback seriously and regret that you felt uncomfortable during the assessment process. The drivers responsibility is to verify all items to ensure accurate pricing and transport logistics. However, we understand that interactions should always be conducted professionally, and we will review this internally.
  Refund Policy As previously explained, deposits are non-refundable, as outlined in our policy. This policy covers administrative costs and reserved moving slots. While we understand that pricing adjustments can be frustrating, they were based solely on the additional inventory discovered during the move.
  At Royal Moving and Storage, we strive to provide transparent and fair service. If you have any further questions or would like to discuss potential resolutions,please feel free to reach out.

  Customer Answer

  Date: 04/05/2025

   
  Complaint: 23152303
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/18/2025

  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 original conversation, though basic and did not include every item I was bringing was quoted at about $3000.00 and they had the measurements of every one of my large items. I went with this company as they seemed the most affordable and was highly rated, friendly, etc. Then when the movers came to evaluate the items moving, the cubic measurements more than doubled even though I had a detailed phone conversation with my items the Friday prior. They also recommended that I pay the $750 fee to guarantee a 24 hour window. I did that and though they came on the Friday that they promised, they had 1 mover for over 4 hours and he wouldn't start without an "app" payment. I had trouble installing because I had just moved and my bank was closed at the time. They broke 5 items, two of which were a jewerly box containing all of my jewelry and a computer monitor for my work. They said to send pictures to the mover, which I did and said that they would contact me within 48 hours of when to expect a refund. I never got a contact and continue to follow up for a week and a half. Then was told to go online. The online process is ridiculous and clearly encourages customers to just give up. The movers and dispatchers were pleasant but this was an awful experience. I work in customer service and was frankly appalled by the experience. My total was over $7100.00.

  Business Response

  Date: 04/01/2025

  We are sorry to hear that this customer did not have a more positive experience, and we appreciate the opportunity to respond. At the time of booking on 1/15/2025, the customer provided a list of 11 items, totaling 24 pieces, which were estimated to take up approximately 311 cubic feet of space on the truck. As is clearly stated both during the booking process and in the signed contract, our quotes are based on the inventory provided and the estimated space those items occupy. It is also explained that if additional items are included later, the price may change accordingly.
  During our quality assurance call on 2/21/2025, the customer updated her inventory to 24 items and 57 pieces, increasing the estimate to 502 cubic feet. At pickup on 2/24/2025, the actual inventory consisted of 42 items and 116 pieces, totaling 652 cubic feet. This is more than double the original inventory. The change in cost directly reflects the significant increase in volume, and we cannot be held responsible for a higher total when the scope of the move changed substantially from the original estimate. Regarding the $750 this was for a guaranteed delivery window for the dates of 2/27/2025-2/28/2025, which is an optional service that was offered and selected by the customer, and we did fulfill this request by delivering on the agreed date.
  Regarding the payment prior to unloading, this policy is clearly outlined in all signed estimates and was also reiterated at the time of delivery confirmation: Final payment is required before any items are unloaded from the truck. The customer was informed of her remaining balance and provided with all acceptable forms of payment. She indicated she wished to pay via Zelle, which is not a standard form of payment our company accepts.However, we let her know that the driver may choose to accept it on our behalf,but that this would be at his discretion. We also advised her to have an acceptable backup payment method prepared, which unfortunately she did not. While we understand there were temporary issues with her banking app, our movers waited patiently until the situation was resolved. This resulted in a significant delay not only for her delivery but also for customers scheduled after her. Despite this, we waived the applicable waiting time fee as a courtesy.
  We are also aware of the customer's concerns regarding damaged items. The claim process is managed by a third-party company, ********,and claim instructions were provided at the time of pickup and again at delivery as part of the Bill of Lading. We understand that the customer registered her claim online and listed four items but did not upload supporting documentation, photos, or required paperwork. In order for the claim to be processed and compensation considered, the claim must be completed in full. Once that is done, we will be happy to assist in resolving it.
  We strive to provide clear communication and transparency throughout the moving process, and we regret that the customer feels dissatisfied. We are still willing to work with her to complete the claims process and resolve any remaining concerns.
  

  Customer Answer

  Date: 04/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat acceptable.  However, I did provide documentation and pictures to CSI.  I also did not appreciate that there was one individual to unload my stuff for 4 hours on Friday.  It was inefficient and I should receive money back for paying the $750 to ensure a timely unloading on the day that I paid for.   
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:02/26/2025

  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.

  Please refund early reservation charge of $2,017.23 since Royal Moving was a week late in their arrival for pick-up and approximately a week late with actual delivery of my household items. In addition, there are many and lost and broken items that I could not repair or replace.

  Business Response

  Date: 02/13/2025

  Hi *****,
  
  We are very sorry to hear about your experience and sincerely apologize for the inconvenience you had to go through. First and foremost, we were unable to locate your profile in our system, but we would really like to discuss your experience and make things right if it was indeed our company that handled your move.
  Please give us a call at ************, and our customer advocate will assist you in any way possible. Alternatively, if you could provide more details about your movesuch as the date of service, the name on the contract, or a special moving order numberthat would help us look into this matter further.
  Additionally, weve received similar feedback over the past six months from customers who used ********************************************* in ******. You can check their Yelp page here: **************************. If you happen to have used their services instead, you may want to reach out to them directly. However, if your move was with us, we will be more than happy to assist you.
  
  Looking forward to hearing from you soon.
  
  Best regards,
  
  Nurbek ************************************************************************************ & ******************** Inc.
  **************
  

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22897799
  
  I am rejecting this response because: the damages were documented with photos but they lost the photos and continue to try and deny my claim.  This is an extremely fraudulent moving company and I will provide you with all the information you need to put them out of business.

  Sincerely,

  
  ***** ***

  Business Response

  Date: 02/28/2025

  We appreciate the opportunity to address this customer's concerns regarding their move with Royal Moving and Storage LLC. Our goal is always to provide clear and transparent service, and we regret that Mr. *** is dissatisfied with his experience.
  We would like to clarify that all services were completed within the agreed-upon contractual terms. Mr. *** booked his move for pickup on August 10, 2024, or August 11, 2024, and our team successfully picked up Mr. ***** household goods on August 11, 2024, within the scheduled timeframe.
  

  Regarding delivery, Mr. *** selected standard delivery service for his move which provides an estimated timeframe of 7-14 business days from the First Available Delivery Date (****). The **** chosen by the customer was August 16, 2024. However, as outlined in the Bill of Lading, the **************************** (***) allows all interstate carriers up to 30 business days from the **** to complete delivery. The delivery was completed on August 24, 2024, which was well ahead of the contractual deadline and within the industry standard.
  

  As advised to Mr. *** all services were provided within the agreed-upon terms therefore we are unable to issue a refund. However, as explained, if Mr. *** has any missing or damaged items, he is welcome to file a claim through the appropriate claims process. We have previously advised Mr. *** to provide a detailed list of any missing items, and we are happy to conduct a search to assist in their retrieval. We take all customer concerns seriously and remain committed to addressing them professionally and in accordance with our contractual obligations. Please let us know if we can provide any further guidance regarding the claims process.

   

  Customer Answer

  Date: 03/03/2025

  I am rejecting your response to Complaint ID ******** under refence no. RR4578837 binding move estimate Notes; the move should be free because ************************************************* Trucks picking up and dropping off my household goods from ********** to ********** did not have Royal Moving and Storage signage on their moving and delivery trucks because it is illegal for ********************** moving company to use the same name of Royal Moving and Storage signage belonging to the LA Royal Moving and Storage signage.  Therefore, the Royal Moving and Storage *********, NV masquarading as Royal Moving and Storage LA.  According to their contract with me the move is free and the *********, ** operation owes me $39,345 because my move should be free under the REFERENCE NO. RR4578837.  Please send me a cashier's check for $39,345 to; ***** ***, **********************************************************************************  

  Customer Answer

  Date: 03/03/2025

  I ********************************************************** with their own contractual notes which they should abide by namely: "It will be Royal Moving and Storage trucks Picking up and Dropping off for ***** *** from ********** to ********** or the move is free."  I did not see any Royal and Moving and Storage signage on the trucks that were used to pick up and deliver my household goods therefore I am entitled to a full and complete refund of $39,345.00 for my move from ********** to ***********  It looked like they rented the trucks that were used to make my delivery.   In addition, a crew of 4 non employees of the ********************************************* Moving & Storage was hired as casual labor the next day and they extorted $300 cash from me to rearrange some furniture. 

   

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22897799
  
  I am rejecting this response because contractually: "It will be Royal Moving and Storage Trucks Piccking up and Dropping off for ***** *** From ********** to ********** or the move is free."
  
  Sincerely,
  
  ***** ***

  Customer Answer

  Date: 03/03/2025

  These damaged and missing items are in addition to my free move refund of $39,345.00.

  My Brother GX-7000 typewriter was dropped and needed repair.  I took it to ******** Typewriter for repair and they charged me $100.00 to repair it.  

  My Omni Breeze tower fan was dropped and the base fell off.  I could not find anyone to fix it so I need a new Omni breeze tower fan, Item 3333004.  Please send $100.00 check to me for replacement of the tower fan.  In addition, I had another Omni breeze tower same model that was never delivered, so please send a $100.00 check for that fan.

  Four fluorescent floor lamps were completely destroyed. Approximate cost of $100.00 each or total of $400.00.

  Medicine cabinet cracked glass door was reported to RM &S in August 2024 but they claimed they never received the pictures.

  Cracked tail off an expensive green jade horse worth $124.00.

  Too many other damaged or missing items to mention here.

   

   

   

  Customer Answer

  Date: 03/03/2025

  These damaged and missing items are in addition to my free move refund of $39,345.00.

  My Brother GX-7000 typewriter was dropped and needed repair.  I took it to ******** Typewriter for repair and they charged me $100.00 to repair it.  

  My Omni Breeze tower fan was dropped and the base fell off.  I could not find anyone to fix it so I need a new Omni breeze tower fan, Item 3333004.  Please send $100.00 check to me for replacement of the tower fan.  In addition, I had another Omni breeze tower same model that was never delivered, so please send a $100.00 check for that fan.

  Four fluorescent floor lamps were completely destroyed. Approximate cost of $100.00 each or total of $400.00.

  Medicine cabinet cracked glass door was reported to RM &S in August 2024 but they claimed they never received the pictures.

  Cracked tail off an expensive green jade horse worth $124.00.

  Too many other damaged or missing items to mention here.

   

   

   

  Business Response

  Date: 03/03/2025

  We appreciate the opportunity to respond to your continued concerns regarding your move with Royal. While we understand that moving can be a stressful experience, we would like to clarify that your claims regarding our company are factually incorrect.
  Although your initial contract included a specific clause,it was removed when you signed the updated estimate with our ***************** Manager.This adjustment was made because at the time we could not discern which truck would be available and assigned to your move as our fleet includes vehicles that are owned, leased and rented. Regardless, your move was performed by Royal, the company with whom you signed a contract with. Our team and trucks completed both pickup on August 11, 2024, in **********, **, and delivery on August 24, 2024, in *********, **, in accordance with the contractual terms and Department of Transportation regulations. Please see attachment with a screenshot of the logistics software showing the route for your move.

  Your assertion that the move should be "free" or that you are owed $39,345 is completely without merit. There is no legal or contractual basis for your demand. We have already provided a clear and factual response regarding the denial of your refund request as all services were rendered per the signed agreement. If you have missing or damaged items, you are welcome to file a claim through the proper claims process. However, your demand for a cashier's check of $39,345 is entirely baseless and will not be entertained. At this time, we consider this matter closed as there is no valid contractual or legal basis for further action on our part. 

  Customer Answer

  Date: 03/03/2025

  Royal Moving and Storage trucks were not used in my move as contractually they are obligated to use only Royal Moving and Storage trucks therefore according to their refereence No. RR4578837 the move is free and they owe me the totsl amount that I paid of $39,745.00.  ***** ******* admitted that the mover was an independent mover that utilized trucks that they rented for the move and that did not have in requisite Royal Moving and Storage signage on the side of the moving truck.  Please immediately send me a refund cashier's check for the total amount of $39,734.00 as compensation for the non compliant use of non compliant moving trucks. ***** ******* is in charge of dispatch and was not aware that the move was actually free as a result of independent movers use of unapproved moving trucks without my knowledge.  

  Customer Answer

  Date: 03/04/2025

  I signed the original Binding Moving estimate Reference No: RR4578837 electronically on July 24, 2024 so the note that the "move is free" is still valid if they used any other truck rented, leased or otherwise without their specific signage on the rented, leased or other truck would still make them liable for the free move amount of $39,935.00.  Please advise them that they are still legally liable for the free move amount of $39,375.00

  Thank you

  ***** ***

  Customer Answer

  Date: 03/04/2025

  The reservation I made was legal and binding because they said they would pay me an early reservation fee of $2,017.63 so technically they booked my move on July 24, 2024 and are still liable for the free move because they used rented and/or leased trucks without my knowledge and consent.  They are definitely still liable foe the free move amount of $39,375.00.  If not, they never paid me the early reservation fee of $2,017.63. 

  Customer Answer

  Date: 03/04/2025

  I remember signing the binding move reference no. RR4578837 electronically on 7/24/2024 but ****** ******* made me sign a second form because he claimed their was no moving from and moving to addresss even though he already knew my from and to addresses.  Therefore, Royal Moving & Storage is technically still liable for the free move amount of $39,375.00 becuase they used rented and/or leased moving trucks without my consent. .

  Please send me a cashier's check in the amount of $39,375.00 to;

  ***** ***

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

  *******************-5313

  Thank you 

  Customer Answer

  Date: 03/05/2025

  Please resopen the complaint because Royal Moving & Storage did not tell the truth regarding my Job No. RR4578837.  They still owe me the free move amount of $39,935.00 because they admitted to using rented or leased trucks rather than their own Royal Moving and Storage trucks which is in direct violation of their guarantee that "It will be Royal Moving and Storage trucks Picking up and Dropping off for ***** *** from ********** to ********** or the move is free."  I signed the binding moving estimate reference No. RR4578837 electronically on July 24, 2024 and emailed to: *******************************************************************************************************.  He said that he already knew the moving from and moving to addresses and not to worry.  

  Please advise ****** ******* that he should tell the truth and not to try and weasel out of our contractual agreement.  He also overcharged me for the move that should only have cost between $10K and $15K.  He charged me almost $40K and many items were damaged, broken or missing altogether.  I have reported this to their damage control department but they do not respond.  He also used non-employees during the move whom he hired as casual labor off the internet and they demanded to be paid in cash $350.00 for moving furniture and boxes around.  He even fired a casual employee in the middle of the move in ********** for talking too much.

  Please send me a cashier's check in the amount of $39,350.00.   Send it to me quickly at;

  ***** ***, *************************************************************************************

  If there are any further questions, please do not hesitate to contact. me.

  Thank you,

  ***** ***

  Customer Answer

  Date: 03/05/2025

  According to Izaiah's email dated July 25, 2024, he acknowledged receipt of the original signed contract reference no. RR4578837 dated July 24, 2024 which clearly shows the moving from and moving to city.  He already knew the addresses.  Therefore, he was trying to weasal his way out of the note on the move reference no. RR4578837.  

  "It will be Royal Moving and Storage trucks Picking up and Dropping off for ***** *** From ********** to ********** or the move is free."

  ****** ******* and Royal Moving and Storage are fully responsible for the $39,350.00 refund and the free move.

  Their "errors and omissions" clause in their insurance policy should cover the $39,350.00 that they owe me.

  If there are any further questions please do not hesitate to contact me at ************* or just email me at **************************** 

  Thank you,

  ***** ***

  Customer Answer

  Date: 03/07/2025

  As proof, can I send you a copy of the Binding Moving Estimate dated July 24, 2024 which includes their note "It will be Royal Moving and Storage trucks picking up and Dropping off for ***** *** From ********** to ********** or the move is free."?  In addition, placcement of goods in desired room/location at destination was included but they did not do it on the day of arrival.  Instead they told a group of four laborers to come back the next day to complete the placement of goods in desired location and they each demanded to be paid a total of $350.00 cash which I paid them but need a refund because it was against our understanding of the full service move.

  They still owe me $39,350 for Reference No. RR4578837.

  Please send a cashier's check for $39,350.00 to;

  ***** ***, **************************************************************

  Customer Answer

  Date: 03/08/2025

  According to your dispatcher, (***** ******* @ ************) the clause was not legally removed and is still applicable to my move because Royal Moving did in fact use rented and/or leased trucks without Royal Moving signage on the trucks both at pick-up and delivery of my household goods.  In addition, the workers were not properly trained and damaged many items that became useless and were taken to the dump.  The workers that did the actual move did not wear Royal Moving uniforms and were merely hired off the internet as temporary workers and were not regular Royal Moving trained employees.  They demanded cash payment for their services.  I paid them $350 cash the day after the delivery because they could not complete the delivery by placing the furniture in the proper rooms.  I am still entitled to the free move clause based on the initial contract that I signed electronically on 7/24/24.

  Please mail the cashier's Check for $39,350.00 to; ***** ***, *************************************************************************************

  Customer Answer

  Date: 03/08/2025

  Hello **** *******;

  Upon further review, $39,350.00 is a lot of money, which Royal Moving owes me so I would be willing to accept 1/2 payment or $20,000.00 now the the balance $19,350.00 in thirty days or no later than 4/8/2025.  

  Thank you

  ***** ***

  Business Response

  Date: 03/12/2025

  We appreciate the opportunity to address this customer's continued concerns. As previously stated, the move was completed per the contractual terms and in compliance with Department of Transportation regulations. At this time, we respectfully maintain that our response to this complaint is final, as there is no merit to warrant a refund of $39,350.00. Additionally, we have advised the customer multiple times that if they have missing or damaged items, the proper claims process must be followed. If the customer chooses not to file a claim through the designated channels, we cannot assist further in that regard. We consider this matter closed; therefore, no further responses will be provided regarding the demand for a refund.

  Customer Answer

  Date: 03/12/2025

  I took pictures of the trucks they used to move my household goods and they were just vanila colored trucks without any signage indicating they were Royal Moving & Storage trucks therefore they still owe me a complete refund based on my Binding move estimate e.g. "It will be Royal Moving anf Storage trucks Picking up and Dropping off for ***** *** From ********** to ********** or the move is free."  When they say dropping off they literally mean dropping many household items which were dropped and some beyond repair.  A glass door medicine cabinet was dropped and I sent them pictures but they did not respond.  Four expensive floor lamps were literally dropped and beyond repair so they had to be taken to the dump. I did manage to repair the typewriter they dropped which cost me $100.00 to repair.  In addition, I confirmed with their dispatcher ***** ******* that ****** ******* did in fact confirm the use rented and leased truck for my move because there just were not any other Royal Moving trucks available for my move date. In addition, the actual movers or workers were not actual trained employees of Royal Moving & Storage but merely casual labor they hired off the internet.  Because they could not complete delivery on the day of delivery, four of the casual laborers demanded cash payment for coming back the next day in order to complete the moving of furniture and boxes the next day and I paid them $350.00 cash just so they could come back to complete the move. They grossly overcharged me $39,350 for the move which normally should cost no more than between $12,000 to $14,000. Please send me a cashier's check for $39,350.00 at your earliest convenience.

  Customer Answer

  Date: 03/12/2025

  The Royal Moving & Storage Relocation Agreement that we signed on July 24, 2024 at 5:31 PM for $10,000.00 after early reservation discount of $2,017.23 still contains the statement "It will be Royal Moving and Storage trucks Picking up and Dropping off for ***** *** from ********** for $0.01.  Please inform Mr. ****** ******* that I will accept the difference of $28,537.77 as the total refund instead of the full amount of $39,350.00 that was agreed to originally on July 24, 2024. 

   

  Customer Answer

  Date: 03/12/2025

  Please inform Mr. ******* that I can accept $29,350 as compensation for Mr. ****** ********* error.  That means Royal Moving & Storage can keep the $10,000.00 for this move.  The errors & omissions clause in their insurance policy should easily cover the rest of it.

  Thank you BBB for your assistance.

  Customer Answer

  Date: 03/13/2025

  Thank You BBB for your help.  We do need to hold this company accountable for their flagrant lies and illegal business practices. 

• Initial Complaint

  Date:02/17/2025

  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.

  This place is terrible. The guy who booked me, I cant remember his name, actually told me that everything would be just fine. I even told him how worried I was because I have used companies before and havent had good luck with other moving companies. I told him over the phone that I wasnt sure if I had remembered everything in the intake but he assured me that the price wouldnt go up if there were a few extras. That was completely false. The movers that came to move me out of my condo not only dropped several of my boxes down the stairs but completely destroyed the stairs with their handcarts! My landlord had to pay over $4k to repair/replace the stairs! And, they were gonna charge me a fortune for extra items that were not included in the quote. They were over a week late getting my things to me and when they finally delivered, there were so many broken, damaged items and my main TV was missing! The TV was left after they unloaded my items in a warehouse, which I didnt know they were doing. It took 4 months to finally get my TV delievered to me! I filed a claim through their joke of a 3rd party service called CSI Claims. Their first offer to settle was just a little over $200! When I appealed, even after following the directions of getting 3 estimates for the damage done to the stairs at my former place, they still came back with an ENTIRE good faith offer of $500! I decided to try to go through arbitration but they require a fee of $700 to start the arbitration process! An absolute nightmare! I decided to take their measily $500 because its now over 5 months later and I just cant keep going. At the end all I wanted was for them to pay for the stairs that they damaged and had to be replaced! My landlord is out money and so am I!

  Business Response

  Date: 02/17/2025

  We appreciate the opportunity to address Ms. ********* concerns regarding her move with us. At Royal Moving and Storage LLC, we strive to provide transparent and professional service to all our customers, and we regret that Ms. ******** feels dissatisfied with her experience. Upon reviewing her complaint, we would like to clarify several key points:

  1. Inventory & Pricing Adjustments: Ms. ******** initially provided an inventory list of 42 items, which was used to estimate the required space on the truck. During our mandatory quality assurance call before the move, she confirmed that no changes needed to be made to her inventory. However, at pickup, our movers documented 100 items which is more than double the original estimate. As clearly outlined in our contract and discussed by our sales representatives, pricing is based on the total space utilized in the truck, which naturally increased due to the additional items.

  2. Damage to Property: We take property damage claims seriously and adhere to industry standards in addressing such concerns. The damage in question involved two planks on a staircase, but Ms. ******** submitted repair quotes for replacing the entire floor. As per our contractual obligations, we are responsible for repairing or compensating for the specific damaged sections, not full-scale replacements beyond the actual damage.

  3. Claims Process & Compensation: Our claims process follows federal guidelines, and we work with a third-party claims service to ensure impartial resolutions. Ms. ******** filed a claim, and an offer was extended based on documented damages and the level of coverage she had for her items. While we understand that arbitration may not always be a desirable option, it is a standard procedure in our industry for claim disputes.

  4. Delivery Timeline & Missing Items: Ms. ********* delivery was completed within the contractual timeframe. She selected standard delivery, which, per **************************** (***) regulations, allows all long-distance carriers up to 30 business days to deliver from the First Available Delivery Date (FADD). Ms. ********* FADD was 09/03/2024, and her items were successfully delivered on 09/11/2024; well within the legally permitted timeframe. We regret any frustration she experienced, but her delivery adhered to all agreed-upon terms.

  5. Television Delay & Damage: We sincerely apologize that ************************ took longer than expected to be located and returned to her. While it was never permanently lost, we acknowledge the frustration caused by this delay. Additionally, we regret that some of her belongings sustained damage during the move. Our goal is always to handle items with the utmost care, and we regret that we did not meet those expectations in this instance.

  We understand that moving can be a stressful experience, and we truly regret that Ms. ******** was not satisfied with the services we provided. However, we stand by our commitment to transparency, fairness, and adherence to our contractual agreements. We are always open to working with our customers to address concerns in a professional and ethical manner.

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22947204
  
  I am rejecting this response because: I have seen so many other complaints all over the internet that shows this is the way they work. I reject this response because this company has extremely shady business practices. They have zero integrity. I am done going back and forth over this because I know nothing more will come out of this. I see they already have a D- rating with the BBB so that explains a lot. I wish I had done a little more homework when it came to choosing Royal Moving to move me. They took complete advantage of me and they know it. This is how they work as I said, so many others have experienced the same stress and grief. All I really wanted to do was to bring the attention, once again to their disgusting way of running their business. Moving is already stressful but a company like this is preying on people who are assured things will run smoothly and stress-free. That is not what me or so many other unsuspecting people got when they hired Royal Moving. All I can do now is to post my reviews everywhere and make sure less people choose this company. And I can only hope someone will investigate this awful company. 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 02/28/2025

  We regret that Ms. ******** remains dissatisfied with our response. At Royal Moving and Storage LLC, we take all customer concerns seriously and are committed to addressing them with transparency and professionalism.
  We stand by the facts outlined in our previous response, which clearly demonstrate that our services were provided in accordance with the signed contract and industry standards. While we understand that moving can be a stressful experience, our team worked within the agreed-upon terms and addressed Ms. ********* claims through the appropriate claims process.
  

  Regarding the Better Business Bureau (BBB) rating, we want to clarify that Royal Moving and Storage LLC is not a BBB-accredited business. This means that we do not pay for accreditation or for the BBB to manage or promote our rating. It is important for consumers to understand that businesses that choose not to pay for BBB accreditation often do not have a rating reflective of their full customer base, as the ******************** primarily posts negative reviews and complaints unless a business pays for membership. However, we focus on customer satisfaction through direct resolution rather than third-party ratings.
  

  We appreciate all feedback, as it allows us to continuously improve our services. While we understand that Ms. ******** is dissatisfied, we have acted in good faith throughout this process and have addressed her concerns within the contractual and industry guidelines.
  

  We wish Ms. ******** the best moving forward.

• Initial Complaint

  Date:11/30/2024

  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.

  11/13/2024 I contacted Royal Moving company because I am 62 and husband 70 with diasbilities. We were moving home because we had sick parents that need us. After getting estimates from 3 companies Royal Moving got the bid because of the low bid on empty trucks needing to return North. They bated and switched the price when they loaded my goods on the truck.The Original quote was estimated at around $2600. Now the price was over $10,000 now that my goods were on the truck.They originally said the price was low because they had empty trucks going back to ********** and this helped their company.Royal Moving picked up my home goods in ********* ***** and the driver promised delivery on the 19th of November ( ********). The E-document I signed I could never retrieve on my phone. I called the company (*****) and they said they charged additional for weight and labor; subsequently my bill tripled to over 10K grand on this so called estimate. ***** said they would consider reducing charges on delivery. I took ***** and their driver at their word and paid with a credit card. Meanwhile no delvery... I contacted ***** and she said oh we only promised the 19th as first day of delivery we have 30 days, but we would get your goods to ****** by the 25th and to not go back to ***** the goods were coming. So, I incurred more expenses and waited. The driver showed up from ****** on a snowy day on the 27th of November. We had witnesess of them refusing unloading until paid first. THEY ARE INSISTING ON CASH. I DONT HAVE CASH ONLY CREDIT CARD. THEY ARE THREATNING TO KEEP ALL MY BELONGINGS IN THEIR STORAGE indefinetly. IF I DONT PAY CASH WITH THE ALREADY UNFAIR INCREASED BILL OVER 1OK. This has caused me more anxiety. Can someone help? They are supposed to deliver tomorrow on Thanksgiving day. They threatend if I dont have cash for he final balance ; my goods go back to storage in ******. Plus they will charge and aditio al 2K on top of eveyrhing else.

  Business Response

  Date: 12/10/2024

  The price was thoroughly explained to the customer and we even remeasured her items at the warehouse to confirm the space was correct. Additionally, the customer signed the revised estimate on the day of pickup agreeing to the pricing before the items were loaded onto the truck. She was delivered within the contracted timeframe for delivery and it was explained that the **** is the first date that she is available to accept her items for delivery and not a guaranteed delivery date. With standard delivery service we go by the same regulation that all interstate carriers go by provided by the ****************************. We made an exception and allowed the customer to pay her delivery balance with a credit card. The customer had signed three estimates which all state that delivery payment is due to the driver before the unloading of the goods from the truck and acceptable payment forms are cash or U.S.Postal Money Order only. This information was reiterated at the time of pickup when going over the pickup documents and again when the customer was confirmed for delivery. It is standard policy that if a customer is unable to pay their final balance the items would go into storage at the customer's cost until they are able to make payment.  

• Initial Complaint

  Date:11/04/2024

  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.

  When I spoke to Royal Moving I told them that I had a budget of $4,000 for the move. I was quoted ******** for the move. I agreed to this price. After loading the truck, and being that it was the absolute last day I had in the house, I was told that the price was actually *********. There was absolutely nothing I could do. They were going to charge me for their time loading the truck regardless and I would have to hope I could find a truck the same day to move myself. They purposely bait and switch consumers knowing they can't back out. My furniture arrived at the last possible day quoted, and every desk was broken. Boxes marked Fragile were crushed and contents destroyed. Several antiques were damaged despite the company packing it themselves. We received a settlement of $253.20. It was pitiful.

  Business Response

  Date: 11/19/2024

  We understand how stressful a move can be, and we regret that this customers expectations were not met. We take all customer concerns seriously and would like to address their key points. At the time of booking, this customer was quoted based on the inventory provided. It is important to note that the accuracy of the estimate relies heavily on the details shared by the customer. Unfortunately, most of their furniture was oversized, heavy wooden pieces, which was not communicated to the sales representative during booking. This discrepancy significantly impacted the cubic footage required to accommodate all the items. As noted on the estimate, the price is based on the space the items were estimated to occupy on the truck.
  

  During the pickup, it was determined that the customers actual inventory and volume significantly exceeded what was initially quoted. The increase in pricing reflected the additional cubic footage which was finalized at 1900 cf. This was communicated prior to any of the items being loaded onto the truck. While we understand this may have felt sudden, our team ensures transparency about the potential for adjustments in the contract signed at booking. We acknowledge the difficulty of making changes on move-out day and empathize with how this situation may have felt limiting. Additionally,at the time of pickup, our dispatch manager informed the customer that she had the option to cancel the move. However, per the terms of the booking contract, she would have been charged for the loading and unloading process up to that point.This was communicated clearly to ensure the customer understood her options before proceeding. The measurement was also verified before delivery to ensure its accuracy, confirming that the increase in volume was correct. Therefore, the final charges were based on the actual volume of the customers items and the services provided, as outlined in the terms of the agreement.
  

  The customers FADD (first available delivery date) is 07/05/2024, which is not a guaranteed date of delivery. It is the first date that the customer is available to accept the items for delivery at the destination location. The items were delivered on 07/18/2024, which is well within the agreed-upon timeframe and our contractual obligations. We strive to deliver earlier, when possible, but logistical constraints such as traffic, warehouse operations, and routing schedules can sometimes lead to later deliveries within the permissible timeframe.
  

  We deeply regret that some of the items arrived damaged,especially antiques and fragile items. While we take precautions to ensure the safe handling of all belongings, damages can occur during long-distance transit.The settlement amount provided was based on the standard liability coverage outlined in the customers contract. This coverage is industry standard however the customer had the option of adding full valuation protection prior to the items being picked up. If the customer feels the settlement amount does not reflect their losses and believe there are discrepancies in the damage report or compensation process, we encourage them to reach out to our claims department at ******************************************************* to discuss the case further. We regret that this customers experience fell short of expectations, and while we cannot change what has occurred, we are committed to learning from this situation to improve our processes and customer satisfaction.

  
  

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22512080
  
  I am rejecting this response because:
  

  Your company left us no viable choice. We were under a strict deadline to vacate the property that day. The alternativesecuring a large enough truck and trailer, loading everything ourselves, and paying your company for their timewas simply not feasible.

  
  To make matters worse, your movers left trash throughout our home, including tape and water bottles, which we had to clean up before we could leave. When they arrived in ******, they repeated this behavior, leaving trash behind once again. Some items were so thoroughly destroyed they werent even unwrapped.

  
  There is no excuse for this level of deception, destruction, and unprofessionalism. Claiming that you gave us a choice is dismissive and unhelpful to a customer who was already under immense pressure.

  
  The office manager we dealt with was rude and unprofessional. The $200 compensation offered for damages was insulting, especially given the extent of the issues. The fact that you didnt even realize we had filed a claim highlights how little attention is paid to your customers and their concerns.

  
  This experience has been deeply disappointing and unacceptable.

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

  Business Response

  Date: 11/20/2024

  We understand this customer's frustration and regret that their experience did not meet their expectations. While we respect their perspective, we must reiterate that the final charges and processes followed were consistent with the terms outlined in the contract. Our team made efforts to communicate the options at pickup, and we deeply regret if the customer felt those options were not acceptable given their timeline and circumstances. Regarding the condition of their home and items, we apologize for any trash left behind by our team. That is not reflective of our standards, and we will address this with our crew to prevent future occurrences. We also acknowledge the customer's dissatisfaction with the settlement amount provided and encourage them to reach out to our claims department at ******************************************************* if they believe that further review is warranted. Lastly, we regret the stress and disappointment this move caused and are committed to using this customer's feedback to improve our services. We appreciate this customer for bringing these matters to our attention.

• Initial Complaint

  Date:10/30/2024

  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.

  On 09/29/2024 I contacted Sunny at Royal moving and Storage for a quote to move my belonging from CA to SC. I was qu0tes at $3794.49 @ that time. I was then contacted by ****** ******** and was told the quote was to low and I paid another $1000.00. A company from ********** came to pick up my belongins and was told , after loading a portion of my belongings that I had to pay more. This was all verbal so it is not documented in writing. Now they wanted almost $10,000.00 total. I said no and they refused to unload my belongings until I paid by ***** another $1500.00 to the company in **********. They were going to keep my belongings until I paid. My original call with Sunny I was told Royal would handle the move but it was a different company that came to move my stuff. In total I paid I beleave $6294. I did not get a receipt for the $1500.00 from the Sacramento company

  Business Response

  Date: 10/30/2024

  It was explained from the beginning that the quote is an estimate based on the amount of space the items utilize on the truck. The estimate that this customer signed at booking states, "only the items listed above are included in this quote. Quote is based in the space that the items utilize on the truck, Any additional items, volume, or services will result in additional charge". At booking this customer had an inventory consisting of 20 items, 52 pieces which was estimated to use 495cf of space. During the quality assurance call with *****, not ****** ********, the customer added items to her inventory which took it to 22 items, 65 pieces which caused an increase in space from 495cf to 604cf and hence the price. The initial quote was too low because the customer had added more items during the quality assurance call. The customer was informed that ********************** was unable to accommodate the pickup during the customer specified timeframe however, we had another carrier whom we work closely with who would be able to perform the job. We sent the customer their Bill of Lading that had the carrier's name, A&L Moving and Storage LLC, listed on the top and customer signed this 3 days before their scheduled pickup dates. From the customer's comments it seems like she had more items that what we had listed on the inventory before pickup. More items means more space is needed to accommodate them all, therefore the price would increase. If the customer cancels at the time of pickup and the crew had already provided services, then the customer would have to pay for what was provided. The estimate the customer signed at booking states, "in the event that cancellation occurs during pickup customer is required to pay for services rendered i.e., loading and unloading at the rate of $50/man per hour". This would explain the $1,500 charge from the carrier. If the job was completed, then the customer would have a Bill of Lading from A&L Moving and Storage LLC with the final pricing. Although the customer should have received a receipt from their office for the $1,500 payment. If that was not received, they can call their customer service line at ************ and ask for a copy to be sent to them.  

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22493153
  
  I am rejecting this response because:
  I was not notified of the change in company and I didn't add any more items. The moving company was not going to release my belongings until I paid an additional $1500.00. I was not informed of that until I said no to the additional charges.
  Sincerely,
  
  ** ******

  Customer Answer

  Date: 10/30/2024

  I believe after paying $4794.49

  I believe I paid for labor and other in full then some.

  Business Response

  Date: 11/11/2024

  Please refer to initial response.

  Customer Answer

  Date: 11/11/2024

  In addition to the money spent with this moving company and all associated with them i moved my belongings with a 15 foot uhaul and managed to get all the things in the same amount of space that this moving company could not. It cost me an additional $3900.00. I still believe the company is very dishonest and something should be done about this. After reading other complaints apparently it's a problem. Thank you for your time. Sorry you are not able to help.

• Initial Complaint

  Date:10/09/2024

  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.

  Drop off date August 28, 2024 Royal moving and storage Missing furniture 1 buffet Missing Boxes 7 Boxes 1 box has kitchen items 1 Box has Christmas items 1 box has household tools 1 box has tools, such as electric saw etc...3 Boxes I'm not sure what is in ********* I have a large box with broken dishes.

  Business Response

  Date: 10/09/2024

  We apologize that this customer had some damaged to their items during her move. We try our very best to treat all customers items with the care and respect they deserve. We have spoken to this customer regarding her missing and damaged items on several occasions. It was explained to this customer that a thorough search has been conducted for her missing items. We have searched the warehouse, trucks and also reached out to other customers whose items may have come in contact with her items during at any point during the move. Since it has been over a month and the items have not been located, we suggested to the customer that she file a claim. We provided claim info and let her know that she has 9 months from the date of delivery to file a claim for any items that are missing and/or damaged during the move. This does not mean that we stop looking for the missing items, it is just suggested that the customer file a claim in the meantime in order to receive compensation for the missing and/or damaged items. Additionally, we use a software program to keep track of customer's items. All items are stickered at the pickup location with the customer's identifying information, a picture is taken of each item, and the items are scanned into the system. The customer also has access to their inventory on the portal. Any time items are moved they get scanned, and the move is logged into the system. The customer says she is missing boxes with Christmas and kitchen items, but it is important to note when the customer's items were loaded onto the truck to prepare for delivery 2 boxes labeled "kitchen" and 1 box labeled "Christmas" was scanned and those same boxes were scanned again at the delivery location. All 41 items were scanned and delivered to the customer. 

  Customer Answer

  Date: 10/11/2024

   
  
  Complaint: 22398167
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Michelle Shapley

• Initial Complaint

  Date:08/12/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  This company is a scam. They came in and quoted us 14k and once all of our property was loaded they charged the price to 28k.Once at our new property they wouldnt return our calls for two weeks and only called when they were 20 minutes out. 50% of our belongings were broke and another 20% were stolen. I hope to spend the work on this poorly ran scam business.

  Business Response

  Date: 08/14/2024

  After reviewing our records, we confirm that the total price for this customers move was $17,572.83, not the $28k this customer claimed we changed it to. Our team takes great care in providing accurate and detailed pricing information to our customers. We regret any confusion or miscommunication that may have led to this discrepancy in this customers recollection of the pricing for their move. Our goal is always to offer fair and competitive pricing while ensuring clarity and integrity in all our interactions with customers. To review the specifics of this customers move, before the items were picked up the customer provided us with an inventory of 39 items, 149 pieces which we estimated to use 1701cf of space on the truck. It is explained at the time of booking that the quote is an estimate based on the space the items take up on the truck, however at pickup if there are additional items, additional volume required, or additional services needed to complete the move then the total price would be adjusted. This is also stated on the booking contract this customer signed. When we arrived for this customer's pickup, they had additional items totaling 45 items, 155 pieces, which caused an increase in the amount of space from what they had initially reserved. This customer added special packing at pickup for their TVs, glass cabinets,electronics, pictures, and mirrors. The customer also had multiple oversized items consisting of a washer, dryer, quad, 2 BBQs, 2 catering ovens, freezer, storage cabinet, and toolbox which added additional space that was required to accommodate these larger than standard size items. Final Estimates with the revised amount of space, additional services and related pricing was sent to this customer and they signed acknowledging that they agreed to the changes.The customer also signed their Bill of Ladings with the additional cubic footage, additional services and related pricing. This customers items were picked up on 05/02/2024 and 05/03/2024, they had 60 days of free storage built into their contract and they put unknown for their first available delivery date on their Bill of Ladings. All our calls are recorded and the first call we had from this customer after their items were picked up was not until 06/24/2024 which was in response to the email we sent them on 06/21/2024 regarding their upcoming storage payment. In response to items being stolen and damaged. We take all allegations of theft very seriously, and we want to reassure this customer that all our employees undergo thorough background checks and are trained to uphold the highest standards of professionalism. The only information we have received from the customer was an email on 7/19/******* which they asked for the claim information to start a claim for some missing and damaged items. We sent the claim information via email on 7/22/2024 and provided an email address for the customer to send a list of the missing items to so that we could conduct a search. The last email we received from this customer was on 7/19/2024 and as of today, 8/14/2024 we have not received a list of the missing items, and the customer has not started a claim. Lastly, ***** confirmed this customer for delivery when the items were loaded and due to depart. The customer was provided with an estimated timeframe for arrival and given their delivery balance and acceptable payment forms. The customer said they would be available to accept their items for delivery and told the driver would give them a call approximately 30 minutes prior to arrival. This customer had been confirmed for delivery and were aware that the truck was leaving and would be in transport to them. We are disheartened to hear about this customers perception of our company, as we strive to uphold the highest standards of integrity and customer satisfaction. We would like to express our sincerest apologies for any dissatisfaction this customer may have experienced. It is never our intention to cause any distress or inconvenience to our valued customers.  

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22125235
  
  I am rejecting this response because:

  This response is a complete lie and it was totaled $28k and we were only made aware of the price change after our items were loaded on their truck. We have filed a police report for the stolen items and the people they hire are from ********** and this was told to us by the people bringing the items into our home.

  This company is very untrustworthy as you can see from their reviews and if this issue isnt resolved I will be hiring an attorney to take legal action. Royal Moving and storage is a scam again as you can see from their ****** reviews and BBB rating.

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