Complaints

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

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  Hughes Relocation Services

  1180 Church Rd Ste 500 Lansdale, PA 19446-3907

  
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  Hughes Relocation Services

  260 Hansen Access Rd King of Prussia, PA 19406-2453

  

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:08/25/2022

  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.

  We moved in February 2022 and still have outstanding questions on a lost/stolen/or misdelivered rug valued at $1000. They claim the rug was delivered and have essentially called us liars when we state that it was not delivered. A rug that was not ours (but was mixed in with our possessions) was handed back to the driver and an email to our representative was sent that very day stating this fact. A trace was to have occurred but our questions go unanswered for over a month now regarding their trace process - what process is used in looking for missing items, who oversees that the correct homeowners possessions are loaded onto a truck and what process is used in determining the rightful owner when apparently a wrong rug was delivered to us. It took the claims team 6 months to get us a check for items that were broken during the move and also for a missing step ladder. Why would a missing step ladder be included in the monetary reimbursement but not the rug? And now we are told once we cash the check our case is closed. Communication with the claims team has been abysmal - and now to continue to wait over a month to questions we have and still have no answers - is just one more example of bad customer relations. Our request is to be reimbursed the $1000 for the missing rug.

  Business Response

  Date: 09/01/2022

  In response to the BBB report, we do apologize for any issues that may have occurred during your relocation.
  
  Hughes Relocation picked your items up for storage, which were all containerized together in storage vaults including the rugs. Your items were not in contact with items belonging to any other customers goods while being handled by Hughes or the warehouse. Upon your request for delivery, we released those items over to ****** *** ***** for transport to your new home. All the containerized items were brought to a specified area for the operator to  check the inventory to be sure each item to be transported was accounted for.
  
  A proper tracing has been performed to locate the item which you were reporting as missing;  however nothing resembling that item was located. There were no items from your household left behind at the Hughes warehouse or in the storage vaults that contained your household goods. There was an in depth search performed as soon as we were notified.  
  
  When items are reported as missing on claims, ****** *** ***** does a tracing with all adjoining customers.
  
  As your goods were transported with ****** *** ***** for the state to state portion of your relocation, they processed the claim for loss or damages based on the information signed at time of delivery. If you are not in agreement with any part of their settlement, you may forward your concerns in writing to the adjuster that handled your claim settlement. If the settlement is not resolved to your satisfaction at that point, the adjuster will offer you a free arbitration that is handled by the American Moving and Storage Association.  They are a third party, not affiliated with ****** *** *****,  that will review the full claim and make a final determination for all parties.
  
  Again, our apologies for any part of your relocation that was not satisfactory.