Complaints

• Initial Complaint

  04/24/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  A missing 6’ ladder was never delivered on our move from ** to ******* and for 99.99 on sale plus tax they put me through with some company called *** to figure out the claim rating than paying me for the ladder. Now that company appoints an adjuster to evaluate and she looked up the ladder on **** ******* web site and said I found it and later sent me an email saying they will give me 50.00 after all that aggrevasion. I have a business and if I lost or damaged someone’s property at that price I would take care of it no problem also I was quoted 6100.00 and ended up paying 6900.00. They said it goes by weight. I ended up taking no furniture at all just 2 appliance and a picnic table lots of boxes and some loose items and said that was 8000 lbs their has to be a better way for a consumer to see the weight. I have no idea what they weighed. I would like full reimbursement for my ladder this is ridiculous. I will never recommend this company. I even called the bbb before I hired them and you gave a great review

  

  Business response

  05/22/2024

  Good Afternoon,

  RT Relocation strives to provide every client with the absolute best service from the first phone call to the last box off the truck. Concerning your relocation, we are happy that everything arrived in good condition with no damage reported or noted at the time of delivery. I have attached all the documents regarding your relocation including the weights. I know you had made light of the items you had transported down to *******, but I would like to remind you that the total number of items on the inventory was 190 plus your 2014 ****** *******. During the delivery, our professional crew led by Luis executed a check-off form that confirmed the delivery of all items. As you can see by the attached documents the check-off sheet was completed and signed at destination and the box was checked stating that all items were received. The ladder that you said was missing was not on the INVENTORY. The INVENTORY is a listing of all items being shipped. I have attached the inventory pages for your viewing. When you filed your claim, the claim department has a process it must follow to complete a claim. Some of the processes are, they go through the inventory to try and locate the alleged missing item and then approve or deny the claim. In your case, there was NO LADDER on the inventory, so no claim can be paid out on a ladder that does not exist or is not written on the inventory. Once they make that determination the next call is to the driver Luis to see if he remembers taking a ladder from the residence. Luis said there was no ladder taken or written on the inventory. The final call from the claim department goes to the owner Robert A*******. Mr. A******* reviewed the file and decided to send a “GOOD WILL GESTURE” of $50.00 to the client to help purchase a new ladder regardless of what happened to the ladder. Mr. A******* or RT Relocation had no obligation to pay any amount for the ladder based on the evidence. Now Mr. A*******, who has been in the business for over 34 years, knows that many things can happen when it comes to ladders. They get forgotten in the rafters or on the side of the garage. They are loaned to friends and neighbors and never returned and occasionally stolen from our yards and never seen again. No matter what happened to the ladder, RT Relocation tried to make a bad situation a little better with a gesture of goodwill and it is unfortunate that was not seen as such. In closing, we are very sorry that the ladder went missing, but our records indicate that RT Relocation had nothing to do with its disappearance. 

  Customer response

  05/30/2024

  It has not been resolved snd I am very disappointed that nothing has been done

• Initial Complaint

  07/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was overcharged by this contractor nearly $4,000. The excessive charge was not authorized by me, and the reasoning for the additional charge was unjustified by the company. Specifically, while the contract is non-binding, the reason for the overbilling is alleged to be a result of the inventory, which was taken by RT Relocation. The weight of the moving truck was the first alleged reason for the greater cost, which was later proven incorrect by Brian, employee of RT Relocation and the job foreman who oversaw delivery of my family's belongings. The company billed me the maximum allowable amount and provided no material support for it. Furthermore, this moving company provided me with the bill of lading on the day the belongings were picked up; this document should have been issued at least 3 days prior to the pickup date according to the ** ***** ** **************** ***********, "Your Rights and Responsibilities When You Move".

  

  Business response

  08/25/2023

  At RT Relocation we always try to get our estimates as close as possible for our clients. There are many factors that go into the final costs of a move and all of them were talked about during the onsite visit when the in-home walkthrough and estimate was completed with Mrs. ****** and myself. As with any estimate you gather the information you are given by the client to determine the costs. As you do the walkthrough some items go into the “On Hold” or “In Limbo” pile as to whether the client will discard, pack it themselves or have the mover pack it. The areas that this usually happens in are the basement, attic and garage. More times than not, items from these areas are always in question. In this case these items were from all three locations and many of them required packing to allow for safe transport. Unfortunately, no one is ever happy when you have an estimate and the actual comes in higher, but with a NON-BINDING estimate you are responsible to pay for the actual material and services that are signed for and performed by the mover. The ******** were given a NON-BINDING estimate to have their belongings that were shown during the walkthrough/estimate packed and moved from ** ** *** The estimated weight for the move was 24,465 pounds and the actual weight after the shipment was weighed came in at 24,980 pounds which is a difference of 515 pounds. Not bad for a shipment of this size. Moving onto the actual logistics and costs of making the move happen was discussing the access at origin. Both Mrs. ****** and I called into the ********* police department to see if they would allow us to park the tractor trailer in front of their residence on move day. We always check when executing a move on a busy road or main road as many towns and cities allow certain things and have different rules to follow. As Mrs. ****** and I quickly found that they would NOT allow us to park our tractor trailer in front or near the house resulting in the need for a SHUTTLE truck. The shuttle truck is a much smaller truck or several smaller trucks used to transfer the shipment from the house to the actual trailer that makes the trip to **********. This charge was discussed several times with the ******** and as I stated, several calls were made to the ********* police department with no luck. I have copied the actual text messages between Mrs. ****** and I showing the discussion regarding the calls and the shuttle. I also have enclosed the estimate showing the shuttle charge on it from the beginning, so it was NEVER a HIDDEN charge. When the charge became a reality, I did reduce the shuttle charge on the estimate to $2,300.00 to help keep the cost down. The final piece to this puzzle was the packing. Just to set the stage…When estimating the packing on a move you have to use several things to determine the estimate. Visually you need to do what you can to see every nook and cranny, every closet and every cabinet. Then you use the information provided by the client as to what they might discard, pack themselves or have the movers pack. In the end the packing is what increased the final cost of this move. Although many clients have good intentions when they say they will purge through their areas, most seem to run out of time, ending with “Just Pack It And I Will Go Through It Later” or they simply don’t get around to it but either way on packing day all of the items need to be packed and boxed properly for transport no matter the amount. Our amazing pack team only packs exactly what they are told to pack. In this case there was a lot more cartons that needed to be packed overestimate. Once again this was a NON-BINDING estimate and it clearly states the client will be responsible for the actual costs of goods and services provided. The packing was estimated at a cost of $4,668.88 and the final packing cost was $7,444.01, a difference of $2,775.13. The actual boxes packed on pack day were inventoried and signed for at the time of pick up. Once again, NO HIDDEN charges, the packing simply was more than estimated. In the end the move costs were less than 10% over the estimate which by law the client is responsible for at least the estimate plus 10% at time of delivery. RT Relocation does not nor have we ever HIDDEN CHARGES from our clients. I have been in the business for over 33 years now and I will stand by what I told Mrs. ****** 5 minutes after I meet her, “RT Relocation is not the cheapest moving company but we are the best and we will provide you with a VIP move at a fair price. In the end RT Relocation provided the ******** with a “GREAT MOVE”, his words not mine, even though I believe 100% that we provide all of our clients with an old-fashioned approach of actually caring about each one of them in an industry that is so lacking just that. I will also include the text between Mr. ****** and I discussing the move. I am obviously biased as I am the owner of the company but If this alone is not testament enough, I don’t know what is, We packed and loaded ****** mom on the 23rd and 24th of this month (August) as she too is relocating to **********. Even after the overage **** and his family chose RT Relocation, not because we are the only mover in ***********, there are 121 other movers to choose from. No, they chose RT Relocation because they know they can trust us to give their mom the same service and pricing we gave them. As I said to **** in my text, I spend all day and night in the office making sure all my moves go perfectly and I will continue doing just that. I truly hope the ******** are enjoying their new residence in **********, and they can come to accept that all the charges that they paid were upfront, true, and correct. Although we try to be perfect with every estimate, in the end it is just that, an estimate, it is clearly stated that the actual materials and services used will be used to determine the final cost of the move. I also want to state that we gave ****** mom a repeat customer discount as in our eyes she is just that, a repeat customer, because if Mark’s move didn’t go great or if they didn’t trust us there is NO way you would have let your mom book a move with the same company. 

• Initial Complaint

  10/20/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We got an estimate from RT Relocation for our move from ******** ** to ******** ** on June 17th. We signed a contract with them for the amount in the quote on June 18th. They moved us out and into storage on July 25th. They moved us out of storage and delivered them to ******** ** on October 3rd and October 15th. The initial move-out quote was $16,537.14 at 12,800lbs to the general ******* area. For the actual move out, the price became $17,707.73 at 12,240lbs to our specific address in ******* which was closer than *******. The weight and miles were both less, and the price of gas ($4.889 on 9/26/22 versus $5.754 June 2022) dropped as well. They later admitted that they made a mistake on the quote but insisted on charging us for their mistake. Then on our delivery date, they forgot an entire storage unit consisting of 11.57% of our things, and unfortunately crucial things to living like bowls, plates, cups, table legs for our dining room table, and all the hardware for hanging pictures. They also forgot a handful of sentimental, unreplaceable boxes that causing significant stress of whether we would get these items back. It then took two weeks to get these items once they found them, with the delivery date changing numerous times which created hardship around work schedules as we had to keep readjusting with the limited time off we had. We feel we deserve a partial refund as the quality of service we paid for is not what we received. Here is what we feel is fair: $585.30 refunded to honor the original quote. $537.14 refunded due to the fact that the weight, miles, and gas were all less at the time of the move compared to when we got our original quote. $1,852.63 refunded which is 11.57% of $16,000 (the discounted move quote based on #1 and #2) and the same percentage of our belongings forgotten. They have directed me to the claims system, however, that system states it only addresses damaged items and can take weeks.

  

  Business response

  12/02/2022

  Mr. ********* first move with RT Relocation was on July 25th from his *********** home into our warehouse facility in ******** **. Prior to the *********** move into storage Mr. ******* received an estimate on what his move might cost from ***** ** ******* with no dates, an estimated weight and no actual address. At the time there is no way to determine what the fuel surcharge might be when the move takes place or what the discount will be, these charges are all estimated because there is no way to determine the exact charges prior to knowing all the variables and the date of the move. The sales team does its best to estimate the charges on the information they are provided by the customer. The sales team came up with an estimated amount of $16,537.14. When the exact weight of the shipment along with the date, discount and address were  figured in, the move increased to $17,707.73. The actual charges and the estimate had a difference of $1,170.59. Mr. ******* was upset over the increase so the RT team handling the relocation came to an agreement that they would discount the overage by $585.30. The discount was 50% of the overage. So in the end Mr. ******* paid $585.30 more than his original estimate. We gave the ********* a 9 day spread from the 29th to the 7th. The first truck with the main portion (11,2240 pounds) on it arrived on the 3rd of November. Unfortunately when a shipment runs larger than planned an overflow takes place and a second truck is needed to deliver the goods. The second truck with the small overflow portion on it (1000 pounds) was due to arrive on the 7th but the driver of the second truck had a death in the family which put him behind a few days so he ended up trying to deliver the following week but due to the ********* work schedule they asked if we could postpone to Saturday the 15th. With conflicting schedules we agreed and delivered the overflow portion on the 15th. In the end all of the ********* possessions were transported safely across the country, delivered and signed for in good condition. We understand that a small portion(Overflow) of the goods was delivered after the spread but only a few days after and with the discount of $585.30 already taking place, there will be no further discount offered to the *******'s. We do hope that they are settling into their home in ******* and enjoying the warm air this winter. 

  Customer response

  12/05/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  First, what Bill (the original estimator) and Tiffany (the office manager) BOTH explained to me about my initial estimate was that a  central address point was used in ******* to calculate the mileage at the time of my first estimate. And BOTH of them explained that at the time of the actual move the weight and actual mileage would be updated to update my quote. Bill specifically said he prided himself on quotes that typically went DOWN due to these factors. So when the time came for the actual move and gas prices had dropped, the mileage decreased from a centralized ******* address to our actual address in ******** **, and the weight was less, the cost should have gone down. 
  

  Second, I only agreed to the initial discount because I didn’t have a choice. RT Relocation had all our belongings “hostage.” If I were to have insisted on the full discount, with appropriate DECREASE due to the above changes, they had all the leverage and power and could have delayed or denied delivery until I paid what they wanted. I even stated this to Tiffany when I argued the initial up-charge and reluctantly “agreed” to the small drop.

  Third, RT Relocation is being completely dishonest in their “retelling” of all our belongings not fitting in the first shipment. On the initial date of receiving we were told that ALL of our things would be arriving. We PAID for ALL of our things to arrive and there was nothing in writing or verbal to the contrary. Then, on move in day when we started to realize things were missing but the truck was empty it took the driver on the phone with RT Relocation’s owner 45-min to FIND our missing belongings in their storage warehouse. If they had not been able to fit it all initially, as they make it sound they planned” why didn’t they tell me that right away? And then why did it take so long to FIND it? They are flat out lying now.

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

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******* Relocation: 1. Priceless antiques and valuables ARE MISSING - completely 2. Your crew unpacked crates upon crates of my belongings, and then repacked these into a dozen different boxes. I have no idea where any of my belongings, that were once organized, now are. It will take me weeks to unravel. 3. Expensive artwork that is custom framed and made with custom hanging hardware- I specifically told your crew to leave this artwork in the original boxes. They told me they would, and would wrap the custom boxes that the originals were packed in in blankets. They DID NOT. They took these apart, piece by piece! Now, I have loose pieces, glass, and artwork, without hardware, and cannot hang these. Also, by removing the pieces apart, there is no way to reassemble these pieces back together. I will have to contact the company that designed and frames them to have them redone or reorder them. Each piece is over $5000. 4. You charged me for weight, similar to my initial move from ** to **, and the same price. THERE IS NO WAY the weight is the same. Here are the belongings that were not moved from ******** to *******: 2 - 1K lbs tools rolling tools cabinets an anvil that weighs over 500 lbs guest bedroom set and mattress (queen) 5 wardrobe boxes that belong to my husband and his personal belongings, 2 large sofas in my living room (donated to charity), 7 piece outdoor seating set with firepit (donated to charity) dresser - 2qty (donated to charity), 4 bar stools (left at house); 2 wingback chairs, living room (left at the house) large/oversized desk (left at house) Last, you charged me $1K for an added truck. Your foreman showed me the receipt for this ***** - it was nowhere near the $1K. Also, Moreover, I have left 3 messages for you to call me, in the last 4 weeks. NO RESPONSE from you. I have asked your front office staff for weight records AND claim forms. No RESPONSE. IS THIS what you consider exceptional service??

  

  Business response

  03/21/2022

  When the company was informed that the customer suggested there might be items missing, a CLAIM form was immediately sent out to her residence as is our policy.

  When a customer calls in with possible items missing we always ask if everything was unpacked. She told us that she had barely gotten through the boxes at that point.

  The customer also stated in her email to our company that she had NOT finished the unpacking of all of the boxes.

  Since she did not unpack all of the boxes to date we informed her that it is too early to say that you are missing any items prior to completing the unpacking.

  When the shipment was delivered it was checked off and signed for that all of the items were received and in apparent good condition.

  The inventories and check off sheet were all signed and dated at both origin and destination.

  No where on the paperwork did the customer write that anything was not received or missing at the time of delivery.

  The customer also requested copies of the weight tickets which were emailed to the customer immediately. All of the weights were done at certified cat scale locations.

  Since we have yet to receive any claim forms to start the claim process we can only comment on the information above. 

   

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