Complaints

This profile includes complaints for Elite Relocation Services, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Elite Relocation Services, LLC

  772 Bailey Hill Rd Eugene, OR 97402-5451

  
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  Elite Relocation Services, LLC

  PO Box 50131 Eugene, OR 97405-0970

  
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  Elite Relocation Services, LLC

  3711 W 1st Ave Eugene, OR 97402-5303

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/02/2024

  Type:Sales and Advertising 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.

  I was quoted $10,265 for packing & moving our household goods and moving our automobile from *************** to the *********, ** area. The goods and automobile were delivered on 4/1/2024.*****, the owner of the business presented me with a bill for $13,940.21! I wrote him a check for that amount. I found out he failed to comply with the law informing me that I only had to pay 110;% of the original estimate on the date of delivery and had 30 days to pay the balance.I am sure I also should have received a revised estimate prior to services being rendered on 3/29/2024/that the actual cost of the move would be 30% higher than the estimate. Obviously the estimate was badly flawed. I should receive a refund for the difference between the original estimate and amount billed since Elite Relocation Services failed to comply with the law that I be informed on the final bill that only 110% of the original estimate was due and payable on the date of delivery.

  

  Business Response

  Date: 04/02/2024

  The visual survey took place on 2/22/2024 and the original Estimate/Order for Service was generated at that time. Both ***** and I were present during the survey. The *****'s Protect Your Move Brochure was provided by us to *********** at that time which outlines the rights and responsibilities of both the shipper and moving company. During the survey, ************************* and his wife **** stated that they would be packing the majority of their household contents but would like us (Elite Relocation Services) to provide packing services for the kitchen. While ****** stated in his complaint that he was unaware that he had the option to pay only 110% of the final charges at delivery and be billed for the rest, the original Estimate/Order for Service that was provided to *********** following the visual survey clearly stated, "If the total charges for the services provided exceed this estimate by more than 10 percent, then at the time of delivery, you may pay 110% of this amount of the estimated charges (or $11,292.06) and request delivery of your goods. You will be billed for the balance of the charges 30 days after delivery. You are obligated to pay the balance of the charges within 7 days of receipt of invoice."
  
  When surveying the home, there were stacks of plastic totes already filled with items packed by ***********. Based on what could be seen, the weight was estimated at ***** lbs.
  
  The week before the scheduled move, ****** expressed to ***** that he and **** had not made the progress in packing that they had anticipated and did not feel **********. ***** offered to send a two-person packing crew out on 3/28, the day before what was originally the pack and load day (Friday 3/29) to help pack the household contents *********** had been unable to pack themselves. ****** expressed gratitude and verbally agreed to the additional packing services. The packing crew worked from 8 a.m. to 4:45 p.m. that day. They even called the office to request more mirror pack boxes and paper as there was so much packing left to do. Because the shipment was a mix of PBO (packed by owner) and carrier packed boxes, and because the extra packing services were agreed to verbally shortly before the move, in good faith, a box count wasn't completed until the following morning (when boxes could be sorted) - the morning of the load.
  

  Because only the packing services changed and no additional household items were added to the shipment after the visual survey was done and original Estimate was presented (which would require a revised quote per ***** guidelines) the new Order for Service was generated after the shipment was weighed on 4/29 so final charges could be calculated. The additional packing services requested and agreed to increased the unit-based packing cost by more than double the original estimate. 
  
  The truck was loaded on Friday 3/29 and the car was dropped off at our warehouse that afternoon. Making all efforts to provide quality service, ***** drove ****** back to his hotel after dropping the car off. Late Friday after the final shipment weight was calculated (based on weight tickets), the final charges were tabulated. The actual weight was ***** lbs, indeed higher than what was quoted. While we do our best to estimate weight accurately, it can be difficult when items are already packed in totes and boxes where the contents are somewhat unknown. Because of the difference in estimated and actual weight, ***** discounted the transportation calculation by an additional 10% (from 20% to 30%) to bring the transportation cost down.
  
  ***** drove the shipment himself from ****** to ********* on Saturday and Easter Sunday to ensure the utmost care and protection be given to the ******** belongings.
  
  On Monday morning (4/1), the hired ********* unload crew and ***** arrived at the ******** new apartment complex and waited for instruction on which unit to deliver to, which was not known by ****************** until that morning. The unit was on an upper floor requiring elevator usage and the truck had to be parked a significant distance away, constituting a Long Carry. Even though charging for elevator and long carry services is standard and ***** had to pay the unload crew extra, he waived the additional fees and did not charge ***********. Again, this was his effort to provide superior quality service.
  
  The revised Estimate outlining all charges (including that only 110% was due on 4/1 and remainder could be paid within 30 days) and Bill of Lading were presented to ****** on 4/1/2024. ****** wrote a personal check for the moving charges and did not ask for an extension on paying the amount above 110% as outlined as an option in the ***** information provided to *********** as well as the original and updated Estimate/Order for Services.
  
  We take extreme pride in providing the best moving experience possible and feel badly that the extra charges, although fully transparent and warranted, were upsetting to ***********. We do our best to inform clients of all aspects of their upcoming move project, provide them with Move Day Tips and Reminders to help them prepare, and are always available to answer questions prior, during and after a move. We are a small veteran-operated, family-owned company whose fully-invested and involved owners and managers take the relocation needs of our clients to heart. This is illustrated by the fact that *****, who did not have to drive the shipment himself, did so over a holiday weekend. He quite enjoyed *********** and felt a good connection with both ****** and ****. Despite this public complaint, we wish *********** the best of luck settling into their new home.

  Customer Answer

  Date: 04/02/2024

  This is totally unacceptable and not entirely accurate. First of all, I was NOT even provided with the figure for paying 110% of the final bill on 4/1/2024. That figure was LEFT blank on the final bill. ***** physically pointed to the FULL Amount when I asked what I owed him on 4/1. Additionally, much of the weight we were charged for was not necessary because of the excessive use of wardrobes and packing material we found upon unpacking the goods received in **********, ** on 4/1/2024. Since ICC laws for COD charges for receiving interstate moved goods and the 110% rule and because the 119% amount was left blank on the final bill, the only fair resolution is for Elite Relication Services to hold the check and not cash it until 30 days from 4/1/2024 as we should have been clearly given the option of paying 110% of the original estimate on 4/1 and paying the balance 30 days later. We also contend the 30% uplift of the original estimate is excessive.

   

   

  Customer Answer

  Date: 04/02/2024

  This is totally unacceptable and not entirely accurate. First of all, I was NOT even provided with the figure for paying 110% of the final bill on 4/1/2024. That figure was LEFT blank on the final bill. ***** physically pointed to the FULL Amount when I asked what I owed him on 4/1. Additionally, much of the weight we were charged for was not necessary because of the excessive use of wardrobes and packing material we found upon unpacking the goods received in **********, ** on 4/1/2024. Since ICC laws for COD charges for receiving interstate moved goods and the 110% rule and because the 119% amount was left blank on the final bill, the only fair resolution is for Elite Relication Services to hold the check and not cash it until 30 days from 4/1/2024 as we should have been clearly given the option of paying 110% of the original estimate on 4/1 and paying the balance 30 days later. We also contend the 30% uplift of the original estimate is excessive.

   

   

  

  Business Response

  Date: 04/03/2024

  Hello,

  This complaint has been successfully resolved. Below is the email thread between ************************* and I that shows the details of how the issue was resolved.

  RESOLUTION:

  On Tuesday, April 2, 2024 at 11:33:34 AM PDT, Elite Relocation <*******************************> wrote:
  Good morning ******,
  
  Unfortunately I did not see your email until after hours yesterday and was unable to respond before seeing the complaint filed on the BBB this morning. I assume you were able to find the original Estimate emailed to you. You have a copy of the Bill of Lading and revised Estimate/Order for Service provided to you by ***** yesterday. Both clearly state the "110% being due at the time of delivery with remainder billed" option. Of course, you will see this along with the rest of my response to your complaint on the BBB website.
  
  It was truly a pleasure meeting you and **** at the visual survey back in February. Both ***** and I enjoyed our visit and looked forward to helping you to relocate. Moving is exhausting and challenging even in the best of circumstances. We do sincerely wish you the best in this new chapter of your life.
  
  Regards,
  *******

  On Tue, Apr 2, 2024 at 2:19?PM ************************* <******************************************; *********** was told by ***** the amount due yesterday was the full amount.
  The 110% amount was LEFT BLANK on the bill. 
  We should be given 30 days before our check is cashed because we were not even presented with the 110% amount on the final bill.
  
  THE TOTAL IS A 30% uplift on the original estimate and a financial burden on my wife & I. 
  
  -******

  On Tuesday, April 2, 2024 at 03:34:39 PM PDT, Elite Relocation <*******************************> wrote:
  Hello ******,
  
  I will review the Bill of Lading with ***** when he is back. He said that when he presented the final charges, you wrote a check and he marked the Bill of ****** as paid in full.
  
  It was quite clear on the original estimate that there was an option to pay 110% at the time of delivery and be billed for the rest. ***** said that you did not ask for this option but instead simply wrote a check. Additionally, the transportation charges were not 30% more than the original estimate. The extra packing that was requested after what was discussed during the visual survey and what the initial estimate was based on was a large part of the extra cost. During the survey, we were told that most of the house would be packed and that the main area that you wished to have us pack was the kitchen. We were happy that we were able to accommodate and provide additional packing services (that were not part of the original estimate for the packing portion) when you and **** were running out of steam. I'm surprised that the expectation was that the extra packing services would be free. 
  
  All of this said, it is our goal to to find a solution and we do understand the financial hardship you mentioned. We are sorry that communication around the 110% option was not clear. It would be a financial hardship on us too not to receive any payment for your move for another 30 days. We have had a substantial outlay of upfront costs to perform your move, including paying our our employees for their time, for labor in *********, for fuel, truck rental, materials, ***********.
  
  What I would like to propose is that I take a check over to **************************** tomorrow for $2,648.15 and deposit it into your account. This is the difference between the 110% of your original estimate ($11,292.06) and the total you paid ($13,940.21). We will invoice you the $2,648.15 so you'll have the 30 days to pay it. If both checks are deposited on the same day, funds should settle at the same time. This in essence this rewinds the clock and allows for the 110% payment option to be utilized.
  
  Please let me know if this solution is acceptable to you.
  
  Best regards,
  *******
  
  On Tue, Apr 2, 2024 at 7:04?PM ************************* <******************************************; ****************** style="font-size: 0.875rem;">*******- 

  This would be acceptable.
  
  I will monitor our checking account to ensure the check for $2,648.15 clears.
  
  If that is the case I would be willing to have a check for the $2,648.15 reach your office within 30 days of 4/1/2023.
  
  Thank You
  
  *************************
  4/2/2024
  
  On Wed, Apr 3, 2024 at 6:57?AM ************************* <******************************************; **************** confirm a check for $2,648.15 will be deposited in our checking Account. The routing# and account# are at the bottom of the check I gave to *****. Please let me know when this has been done and a confirmation/transaction number if applicable.
  
  You are free to cash/deposit the check I gave to *****.
  
  As long as the check you are depositing for $2,648.15 posts to our checking account, I will make sure a check payable to Elite Relocation Services  in the amount of $2,648.15 reaches your office no later than 4/30/2024. 
  
  Thanks for your cooperation as this will resolve all matters of concern on our part.
  
  Sincerely,
  *************************
  (760) 533-59

  On Wednesday, April 3, 2024 at 11:23:58 AM PDT, Elite Relocation <*******************************> wrote:
  Hello ******,
  
  Please see the attached receipt of deposit time stamped today at 9:40 a.m. 
  
  I would kindly ask that you remove the complaint on the BBB website since we have come to a reasonable and mutually agreeable resolution.
  
  Thank you,
  *******

  On Wed, Apr 3, 2024 at 12:35?PM ************************* <******************************************; ****************** you.
  I will promptly inform the BBB that my complaint was resolved.
  
  Have a good day.
  
  -******
  

  Customer Answer

  Date: 04/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************