Complaints

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed on to use a moving company called raptor van lines. My partner and mother-in-law have been dealing with a man named *************************. In total we have paid *****. First it was a deposit back in march of 432 to hold the spot. Then at pick up we paid part and the remainder at pick up. We were initially quoted **** +432 for the moving not including the 500 at the end for stairs and distance. This would have brought our total to **** for 350 cu ft of stuff. At pick up my partner was told we have way too much stuff and it wont fit so we need to add 550 cu ft and pay an extra ****. That would bring my total cu ft to 900. Upon arrival I took photos and looked inside the truck and found out initial statement of 350 cu ft was correct and I should never have been charged for 550cu ft. I have looked online to find other reviews saying similar scenarios have happened to other customers of them. I would like to be refunded the extra charge of **** for the 550 cu ft I did not use. I have attached photos showing how much space I took. Each segment on the truck where there are screws is 100cu ft and I only used a little over 300 cu ft. I have reached out to the person ** told is in charge of the whole company about it and some other things and he has completely ignored my complaint about the money and has only helped with the other issue I had.

  Business response

  08/04/2023

   In regards to the Bill of Lading of customer ******/*************************************, when the customer tenders more household goods than originally quoted, the carrier needs to execute an onsite estimate. The ******* gave an onsite estimate because there were additional items that needed to be moved. Since there were more items to be moved it increases the volume in space. Any additional space needed is charged by the rate listed on the moving estimate. With the claims mentioned above, we would like to clarify that we have not ignored the customers claims and have answered all questions and emails. On July 14th we referred customer to our ***************** that is able to assist them with any claim in regards to a reimbursement, her claim has been processed and is still under review, once the adjuster has completed the review the customer will recieve an email with a response to her claims. We would suggest for the customer to allow that the claims department complete the review and once the settlement is reached they will recieve a refund check. Please note this is the process to recieve any reimbursement. Customer can always contact them to recieve an update or contact us at the office.

   

  Customer response

  08/25/2023

   
  Complaint: 20322700
  
  I am rejecting this response because: 

  first part is yes we were quoted more at pickup and yes that is correct that we agreed. What is wrong is that there was a lie of the businesses part claiming we needed over *************************** the photos I submitted you can clearly see the three sections we used making it closer to 300 cu ft. You could even round up to 400 cu ft since much of our stuff was packed with other customers products. And in that note. The claim that we made through you for reimbursement is something totally different. We have lost items some of high value such as $500 PlayStation and others being sentimental item with no retail value that we can never replace. That claim has nothing to do with my issue here of your company over quoting us for space needed to move. 
  
  Sincerely,
  
  ***************************

  Business response

  08/28/2023

  In regards to the volume of space, there was a difference between the original moving estimate and the Bill of Lading, we were there to pick up 43 items and we picked up a total of 73 items. We provided customer a discount when we reviewed the paperwork, we charged the volume that the belongings took  **. In regards to the claims department, they do help with the following; Filing of Claims: As a condition precedent to recovery, a claim for loss, damage, delay, overcharge or property damage must be filed in writing directly with CSI at www.CSIPros.org within nine (9) months after delivery. In regards to the missing items, the boxes that were left at another location by mistake were returned to the customer. The claims department is still working on the claim, they will contact the customer directly in regards to this matter. 

*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. ↩