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:02/17/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We used this company services for moving our stuff from ******* to ********* on Dec 31st and they delivered it on Jan 10th. As per our contract, they are supposed to refund ** a certain amount based on damage to our goods during the transport. One of their drivers also took $100 from us as insurance for TV which the company refuses to acknowledge. I have filed a claim with them for the damaged goods along with all the evidence - photos, weight of the objects etc. But its been over 3 weeks and no one is responding even after multiple emails and reminders. Our reimbursement amount will land somewhere between $300-$500.

  Business Response

  Date: 02/17/2023

  We apologize that we have not finished processing this customer's claim. It states on the claims inquiry email sent to the customer that claims are processed in the order that they are received and it could take up to 90 days until completion. We are still within that estimated time frame. The $100 that the customer is referring to is the special packing and handling fee for the entertainment center and television, not for insurance. This is stated on the customer Bill of Lading that they signed at pickup on 12/31/2022 and at delivery on 01/11/2023. We would be happy to send the customer a copy of their Bill of Lading with that section highlighted.  Also, the customer called on 01/19/2023 requesting to put their claim on hold since they were not finished unpacking their items and had only submitted one item so far for their claim. Customer's have 9 months from the date of delivery to submit a claim. The last contact we've had with this customer was the phone call to us on 01/19/2023 and we have not received any emails. On 02/13/2023 the customer filed a dispute with their bank disputing the charges for their booking deposit. The dispute is currently being reviewed by the bank.

  Customer Answer

  Date: 02/17/2023

   
  Complaint: 19424141
  
  I am rejecting this response because: 1. They said they havent received any communication after Jan 19th. As you can see in the attached screenshots, an email with all the details has been sent on Jan 29th. A follow-up was sent on Feb 7th and Feb 8th. Even if it takes 90 days to process, someone could have acknowledged that they have received the claim and are working on it. Right now it seems they have no intention of working on it.

  2. The $100 which was charged as handling fee was misrepresented to us. The driver told us it was for insurance of ** ($50) and they would provide extra crating but they never did, the ** was packed in the original box we provided without any extra care and the company denied the insurance. Another ($50) was for handling a heavy furniture item which again they did not provide, there is damage on that item and my husband had to help with lifting and moving the item in and out of the house. So it was not a fair charge on their part. 
  

  I filed a claim with the credit card company because I have limited days to get the reimbursement back if the company doesnt respond which is the case in this matter. So they can either approve the claim soon or let the credit card company reimburse it but I wont be able to wait indefinitely for them to not respond to the damages and missing items.

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

  Business Response

  Date: 02/21/2023

  We apologize for any miscommunication between this customer and the driver. At this point it has become a he said she said situation. Irregardless, our dispatch manager explained all charges on this customer's Bill of Lading which they agreed to and signed. This customer did not purchase any additional insurance for their move and the only insurance that the customer chose for their move is the basic level of liability coverage that we provide free of charge; all of which is stated on the customer's Bill of Lading. If the customer did not understand something or didn't agree to a charge then this would have been the time to discuss that, however no issues were brought up and the customer signed their Bill of Lading which means they agreed to all charges. All services ordered were provided to the customer. Unfortunately, there are times when items get damaged no matter how well they are packed. Our claims specialist has been in contact with this customer, but we have too many customers to be able to update this customer just to repeatedly tell them that their claim is still being processed. Currently this customer's claim is on hold since the customer has disputed charges for their deposit. 

• Initial Complaint

  Date:11/30/2022

  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.

  On top of the lost and damaged items from the moving, the Royal Moving and Storage driver took away my Dyson vacuum after it arrived at my house. It refused to provide any compensate to me when my total lost is at around ***** dollars.

  Business Response

  Date: 12/07/2022

  We truly apologize that this customer's household goods were not returned to the customer in the manner of their expectations. We do our absolute best to handle all items with care and respect. There must be some misunderstanding because the delivery driver did not take this customer's Dyson vacuum or any other items. We had multiple loads on the truck sent out for this customer's delivery. The vacuum that this customer is talking about belonged to another load and another customer. This customer filed a chargeback of his deposit of $872.00 on 09/29/2022 with his bank. Since he has disputed these charges, we are unable to provide him with a claim for additional compensation at this time.  

• Initial Complaint

  Date:11/03/2022

  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.

  A moving company that I had a "Binding" contract with tried to increase my amount due from $1,999.86 to $3,649.71 after they had my furniture on their truck. I explained several times to the ************ that I spoke with that I had a binding contract, but they said that it "isn't really binding" and that I would have to pay the increase. The moving company is refusing to refund my deposit of $599.86.Job # RR4451118 Complaint being filed by: *********************** Complaint being filed against: Royal Moving and Storage, ******************************************************************************************* DOT: ******* MC: ******* ******************** Agent for Moving Company: *********************** (he could not be reached by me, the moving company, or the on-site movers during this event)Secondary Person Communicating the Moving Companys Stance: ************************ The move was moved up by the moving company with only three hours notice, then once they had my furniture they started sending me new invoices with the total being almost double my original binding contract. I have described further details in the attachments.

  Business Response

  Date: 11/03/2022

  On 10/24/2022 we reached out to the customer to see if she could accommodate getting her items picked up two days early since the truck that was dispatched out to her got finished with the previous jobs much quicker than expected. She let us know that she would not be ready until the following morning. We offered to have our crew help her pack up the reaming items or have one of our other carriers pick up her items. She did not want another carrier to complete her move, so she agreed to have us come pick up her items on 10/24/2022. At pickup this customer had multiple additional items that we did not know about, items that were not on the inventory and these items took up more space on the truck. This customer had ***** of space reserved for her items on the truck, however with the addition of multiple items the space needed on the truck increased. The crew explained that her items were going to take up more space on the truck which would be increasing her price and she was shown the items in the truck and sent an updated estimate for 600cf with pricing according to her locked in rate of $5.00/cf. This is the binding rate that the customer is stating in her comments; $5.00/per cubic foot of space that her items utilize on the truck. This customer agreed to the overages, so the crew proceeded to load her items into the truck then left the pickup location when complete. ***** from dispatch reached out to the customer to go over her pickup paperwork and go over the charges. It was at this time that this customer said she did not agree to the additional charges and only wished to pay for the 300 cubic feet of space with related charges while also including all the additional items. It was explained to the customer again that since her items took up additional space on the truck, she would have to pay for the use of the additional space. This customer was not agreeing to pay for the services she was utilizing and we could not come to a resolution, therefore management offered to return this customer's items back to the pickup location. Given that this customer was not agreeing to pay the related charges for her move she is essentially refusing the pickup, therefore the deposit is forfeit. This is stated in the customer's electronic agreement that she signed at the time of booking on 10/18/2022. The items were unloaded back to the pickup location and we did not charge the customer for the unloading of her items.  

• Initial Complaint

  Date:09/29/2022

  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.

  The person that booked me advised me they could deliver on 9/21, when I called the dispatch I was advised it would be **** business days at least and they refused to look into the matter when I advised them I was promised otherwise. They advised that scheduling was done on Fridays, although it was Monday and my things were supposed to be delivered on Wednesday. They didnt look into the matter until I advised them I was no longer interested in their services if they couldn't deliver as promised. Miraculously they could confirm the original agreed upon date. They gave me 20mins notice for pick up and they were 2 hours late arriving for the delivery. I was told 2-4 for delivery, they arrived at 6pm. For whatever reason the driver assumed his trailer couldnt fit, I live downtown above a hotel, so of course that loading area is set up to receive full size tractor trailers and even garbage trucks. Finally they get in, the mover advised it was an additional $85 and they needed it before they would take the stuff off the truck. He told me "its only $85. **** app me or zelle me", at which time I advised him he could leave it on the *********** would deal with it the next day when their office was open. Again, miraculously they waived it and stated that this happens all the time and they were going to get the person who booked me fired for it. They also took an item accidently I asked them not to when I advised them, I was told it would be $150 for them to return it, they waived it initially and now they are advising that I need to pay $85(the elevator fee they waived) in order to have it redelivered because I wasn't nice to the customer service people who basically told me "tough luck" with each of their mistakes. They also broke a TV I specifically asked to be boxed.

  Business Response

  Date: 10/10/2022

  This customers items were picked up on 09/18/2021 with her pickup confirmation occurring the previous day, not ********************************** her comments. The driver called her ***** minutes prior to arriving to give her a heads up. We understand that moving is a stressful experience,however this customer was more than rude during her calls into our office and in interactions with our crew. We were able to fit ********************************* items on the same truck as another customer who had expedited delivery service and get her items delivered in three days time without her having to pay for that expedited delivery service. She was advised that typical delivery timeframe is **** days since her contract did not have expedited delivery service included,however we would look into it since she said she was promised delivery on 09/21/2022. ********************************* was delivered on 09/21/2022, her requested delivery date. The timeframe that we provide customers for when we expect the driver to arrive is an estimated timeframe as there are factors on the road that are out of our control like traffic, road conditions, weather conditions,DOT weigh scale lines/DOT inspections, accidents, etc. ********************************* was confirmed for delivery the day before and the driver was in contact with her the day of. She was well aware that her delivery was to take place on 09/21/2022. We apologize that the driver arrived two hours later than expected.The $85.00 elevator fee is stated on the contract that ********************************* signed on 09/14/2022. She was told that she could Zelle or Cashapp the driver that fee since she did not have those funds in cash or money order. This fee was never waived for *********************************. Regarding the umbrella that was taken by the crew at pickup, the customer was not physically there at the time of pickup to advise the crew that it was not to be taken along. It was explained to ********************************* that to redeliver an item back to the pickup location it would cost $150.00. Since she had someone come pick the item up from our facility, she did not have to pay that fee, however she was told that she had an outstanding balance of $85.00 for the elevator fee that she did not pay at delivery. She still has not paid that outstanding bill. Regarding the damaged tv, ********************************* was told at the time of pickup that if she wanted her tv specially crated there would be a cost included. She did not want to pay for the packing of the tv, therefore moving pads and blankets were used to protect it. It was recommended to her to specially pack the tv, but we cannot make a customer purchase a service if they dont want it. ********************************* has insurance covering her move and she can file a claim for compensation for the damaged tv. If she would like to proceed with a claim, we can provide her that information. 

  Customer Answer

  Date: 10/11/2022

   
  Complaint: 18143660
  
  I am rejecting this response because: I was never advised there was a fee for the TV's despite advising at the time of the quote I needed them packed, which the text messages show, I would have gladly paid to avoid my items being damaged. There was never an additional conversation about the packing of the TV's at the time of pick up. Additionally, ****, the driver advised me that the fee would be waived, his reasoning being that the individual who quoted me, ******, wasnt up front and I was told that he "does this all the time" and they were going to attempt to have him terminated because of this. When I called to check on the status of the redelivery of the item they took on accident, 5 days after my drop off I was told they would check back with me, I never heard anyting so I called a day later and was advised by **** that they would no longer waive it because of my disposition. Because the item wasnt mine and it needed to be returned, I arranged for someone to pick up the items. The women at the front desk wouldnt give me a timeframe as to when it could be retrieved, despite having to call multiple times yet again. I had to reach back out to the person who booked my move and he was finally able to get me a timeframe, which happened to be all day.

  I would like a claim number and to have an approximate timeframe in which this situation will be resolved. 

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

  Business Response

  Date: 10/19/2022

  We're not going to repeat ourselves here, but to address the additional comments, I would direct the customer to read over the contract where it states that accessorial services such as packing are not included in the quote. Additional packing labor & materials for special items please ask your rep for the packing and materials list for prices. Also, this customer is contradicting herself when she states there was no additional conversation regarding the packing of the tv at the time of pickup, however she also states that the driver, **** would waive the fee for packing the tv and a driver would get ****** (a manager) terminated for this situation. This customer has insurance covering her move, so we suggest that she file a claim for the damaged tv and any other items that might have been damaged during her move. Regarding the umbrella that needed to get picked up, we needed to schedule a timeframe when we would have an employee available to assist her with this. The customer was not satisfied that we could not just accommodate her immediately. Sincere apologies that we are unable to come to a resolution with this customer.   

• Initial Complaint

  Date:08/11/2022

  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.

  Hired Royal Moving to move my items from Glendale, AZ to *******, CA. Picked up my items on 6/29/22 and delivered them on July 18, 2022.
  Once the driver, Ferny S******, arrived to deliver my belongings, I was told if I did not pay an additional $100 in cash to him, he would not move my belongings off the truck. The driver did not move any of the items. There was only one person moving my belongings from the truck and he was hired from ************.
  
  This company lost some of my belongings including 50 inch smart tv, multiple pieces of art work, queen bed frame, They Damaged my dresser , desk and night stands.
  They claim to be licensed and bonded by ***** and ********* Process Servers, but when I called to speak to the person who handles insurance claims, Leah, she said the claim is being managed internally.
  I am asking for a full refund from this company. I do not believe they are a legitimate moving service.
  I even saw that the driver for Royal that delivered some of my items gave a "fake" review on Google.
  

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 9, 2022/09/01) */
  At the time of delivery our driver, Ferny S******, got the truck as close as possible to the residence. We would not know about this additional fee until arriving at the delivery destination. It is stated on the pickup paperwork that ****** ******* signed "Long Carry (in 75ft. increments - no prorating) Each 75ft. $100.00, with the first 75ft. free". The length from the truck to the residence was 137ft. with the first 75ft being free of charge, that leaves 62ft. which was charged $100. This fee goes directly to the crew for the additional work that is required of them to complete the delivery. On the day of delivery, 07/18/2022, Jennifer in the office spoke to ****** ******* regarding the long carry and related charges. It is also stated in her contract that the delivery payment is to be paid before the unloading of the truck which is why the driver needed to collect before he could remove any if her items off the truck. Also, we have multiple avenues for hiring additional helpers when needed. It is not feasible to have helpers that travel with the trucks from state to state. This would cause many problems including increased costs that we don't want to pass on to our customers, instead we employ helpers from the same state that a customer is being serviced in. The individuals we employ are vetted before being assigned a job with us. Our company is licensed and bonded and must be in order for us to conduct business. With that being said, that has nothing to do with how we process our customer's claims for any missing and/or damaged items, as those are two separate entities. We have processed ****** *******'s claim and she has been offered a compensation amount according to the basic level of liability protection that she chose at the time of booking to cover her items. ****** ******* has viewed the claims document that was emailed via Docusign, however she has not accepted or denied the claim as of today, 09/01/2022. It has been explained to ****** ******* we never had a 50in smart tv on her inventory. The same driver, Ferny, picked up ****** *******'s items in AZ and delivered those same items to CA. He can attest that the tv that was picked up in AZ, which was a smaller and older, was the same tv that was delivered to CA. ****** ******* was not present at the time that the items were picked up, her sister was at pickup overseeing the loading. It might be that we have been caught in the middle of some sort of a family conflict. The damages to her nightstands, desk and dresser were superficial scratches and we can not be sure if they were there before the items were picked up or not, therefore those items are included in her claim, and she will be compensated for them. She will also be compensated for the missing artwork and bed frame.