Complaints

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

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NewRay Moving LLC has 2 locations, listed below.

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  NewRay Moving LLC

  2724 Dorr Ave Ste 102G Fairfax, VA 22031-4963

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  NewRay Moving LLC

  8231 Crestwood Heights Dr McLean, VA 22102-3216

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:11/25/2022

  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.

  Few issues with this business: Instead of moving my stuff, they ranksacked it. I am missing a lot of personal belongings.: expensive martini glasses, leakers, my windter clothes like scarfs, hats and gloves and my laptop.Also, they have damaged my hardwood floors and I had to do repairs that costs me over two thousand dollars. They also damaged my furniture: scratching my office desk and dinning table, danting media center, ripping leather amchar. This company does not care about the client. Employees un professional and rude. In the middle of the move they went to lunch for hour and half, after that I am missing my belongings.

  Business Response

  Date: 11/29/2022

  Dears,

  We would like to confirm that the only damage there was a scratch on the floor at the entrance. We mentioned that in the bill and provided the discunt of $300. Client agreed by signed that bill (please kindly find attached file).

  We feel very sorry that our loyal client has the same case second time. Last time she also claimed that something was missing but then she found everything. This time the scenario is the same, but the list of missing stuff is much longer.
  
  We value our reputation and it would be very foolish to take photo frames or something else in order to completely destroy your business.

  Our team loaded the first big truck and went for the lunch on the second empty truck. Everybody has a right to have lunch break. 

  She could call police if it would be a real case. Instead of that she just sent us the long list of missing items and the amount that we have to pay her. It is about $25 000!

  Regarding the garage door, we wanted to help her to show how it works but she said that she can manage and we better to unload the truck instead of being busy with the door. 

  The official claim has been opened already and we are waiting for the result. All the information has been provided to ****** ** ****** and the circumstances are being clarified. We start to think about official claim towards our client too. 

  Kind regards,

  NewRay Moving team 

  Customer Answer

  Date: 11/30/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:10/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired this moving company to move my furniture from one home to another new home. I hired 4 movers and provided a full inventory. The company quoted 6.5 hours to move using 4 movers. These movers are scammers. They used 2 hours to setup the truck to prepare it for moving the furniture. Then they took a 1 hour lunch break. Then they took several other breaks along the way and only brought one box out at a time to drag out the clock. They disassembled my home gym and then left it that way and didn't move it as agreed. I had to pay another company to move the gym and repair the damage. They left several items that were not moved. On top of all of this several of my items were damaged as a result of their move. They used tape directly on the furniture that damaged the wood and ripped off the paint. They lost shelves for furniture. They lost legs to my adjustable bed and the folded my bed so that now one side doesn't inflate. I paid $3,146.00 for a move that was quoted at $1,504. I have so far over $2,000 in damages that have not been reimbursed.

  Business Response

  Date: 10/18/2022

  Dear ***********************************,
  

  The quote was prepared based on provided information by you and you accepted the quote where the inventory size is about 1200cf. 
  We had informed you that estimation is approximate and clients pay for the actual working hours plus one hour of travel time back to the office.

  1200 cf. is good for 4 movers and 24ft truck (1700 cf.). You accepted the quote, however, when we arrived you had said that last time another company used 2 trucks and more people for your move and our truck is not enough to move your belongings.

  You did not say that during the booking process. We tried to do our best to help you with your move and we send the second truck plus we assigned one more mover.

  85% accuracy of inventory is fine, the difference in 15% is acceptable but you had more than 50% difference. 

  One of your rooms was closed due to cat that was closed there by you. Another one room was occupied by painter who was busy with his task, we have picture to prove that. 
  
  During the move the working environment was difficult because all items and cables were laying everywhere because they were moved by someone to empty the room where painter was busy. Cables were laying everywhere as well as other items. 
  
  Your mood made a difficult day for our team. When I asked you what is going on you have answered that everything is fine you just very sorry that your cat run away from the room where you closed it. Text message is also can be presented. 

  According to your emails during booking process you asked:
  
  1) to delete the statement that there will be fine if the inventory is more than 50% 
  2) your request was to disassemble your GYM in a way to make sure we can move it through the door. We did exactly what you have requested. We have your emails and picture of your GYM and anyone who looks at the picture would understand that it is not a simple single equipment, but it is several equipments are attached in one great complex. It was not broken it was disassembled in a way to move it. 

  We stopped loading rest items because you decided that the move takes too long and you did not want to pay more. That was only the reason your move was done on 90%. You were going with our team from room to room and you asked to leave items and GYM. 

  You refused to pay for 5th person because you did not see him working but he was inside of the truck to fasten items and boxes. The only evidence you presented was painter who was busy in the room so he could not see 5th person. 

  Finally, rate for 4 movers is $160, however, the rate for 5 movers is $200 per hour. Additional truck cost is $200. Your inventory was bigger than submitted, it was around 2200cf. We have pictures to proved it. We did not add a fine for over inventory ($200) to make you happy but it was not recognized by you.
  Based on above, the final cost was much higher than in the estimation. 

  We offered you to move the rest items on the next day but instead of that you requested $2000 to repair GYM which is not broken but disassembled. We also offered you to come and reassemble it and you simply refused. 

  The only what probably was broken is a lamp and we know it only from your picture you have sent us. We sent you the complain form but we have never received anything back. The only compensation we are ready to pay is a lamp. The compensation will be done according to signed contract.

  We hope we can close this case in a friendly way. 

  Kind regards,

  NewRay Moving team