Complaints

• Initial Complaint

  11/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/13/2024 I contacted Royal Moving company because I am 62 and husband 70 with diasbilities. We were moving home because we had sick parents that need us. After getting estimates from 3 companies Royal Moving got the bid because of the low bid on empty trucks needing to return North. They bated and switched the price when they loaded my goods on the truck.The Original quote was estimated at around $2600. Now the price was over $10,000 now that my goods were on the truck.They originally said the price was low because they had empty trucks going back to ********** and this helped their company.Royal Moving picked up my home goods in ********* ***** and the driver promised delivery on the 19th of November ( ********). The E-document I signed I could never retrieve on my phone. I called the company (*****) and they said they charged additional for weight and labor; subsequently my bill tripled to over 10K grand on this so called estimate. ***** said they would consider reducing charges on delivery. I took ***** and their driver at their word and paid with a credit card. Meanwhile no delvery... I contacted ***** and she said oh we only promised the 19th as first day of delivery we have 30 days, but we would get your goods to ****** by the 25th and to not go back to ***** the goods were coming. So, I incurred more expenses and waited. The driver showed up from ****** on a snowy day on the 27th of November. We had witnesess of them refusing unloading until paid first. THEY ARE INSISTING ON CASH. I DONT HAVE CASH ONLY CREDIT CARD. THEY ARE THREATNING TO KEEP ALL MY BELONGINGS IN THEIR STORAGE indefinetly. IF I DONT PAY CASH WITH THE ALREADY UNFAIR INCREASED BILL OVER 1OK. This has caused me more anxiety. Can someone help? They are supposed to deliver tomorrow on Thanksgiving day. They threatend if I dont have cash for he final balance ; my goods go back to storage in ******. Plus they will charge and aditio al 2K on top of eveyrhing else.

  Business response

  12/10/2024

  The price was thoroughly explained to the customer and we even remeasured her items at the warehouse to confirm the space was correct. Additionally, the customer signed the revised estimate on the day of pickup agreeing to the pricing before the items were loaded onto the truck. She was delivered within the contracted timeframe for delivery and it was explained that the **** is the first date that she is available to accept her items for delivery and not a guaranteed delivery date. With standard delivery service we go by the same regulation that all interstate carriers go by provided by the ****************************. We made an exception and allowed the customer to pay her delivery balance with a credit card. The customer had signed three estimates which all state that delivery payment is due to the driver before the unloading of the goods from the truck and acceptable payment forms are cash or U.S.Postal Money Order only. This information was reiterated at the time of pickup when going over the pickup documents and again when the customer was confirmed for delivery. It is standard policy that if a customer is unable to pay their final balance the items would go into storage at the customer's cost until they are able to make payment.  

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I spoke to Royal Moving I told them that I had a budget of $4,000 for the move. I was quoted ******** for the move. I agreed to this price. After loading the truck, and being that it was the absolute last day I had in the house, I was told that the price was actually *********. There was absolutely nothing I could do. They were going to charge me for their time loading the truck regardless and I would have to hope I could find a truck the same day to move myself. They purposely bait and switch consumers knowing they can't back out. My furniture arrived at the last possible day quoted, and every desk was broken. Boxes marked Fragile were crushed and contents destroyed. Several antiques were damaged despite the company packing it themselves. We received a settlement of $253.20. It was pitiful.

  Business response

  11/19/2024

  We understand how stressful a move can be, and we regret that this customers expectations were not met. We take all customer concerns seriously and would like to address their key points. At the time of booking, this customer was quoted based on the inventory provided. It is important to note that the accuracy of the estimate relies heavily on the details shared by the customer. Unfortunately, most of their furniture was oversized, heavy wooden pieces, which was not communicated to the sales representative during booking. This discrepancy significantly impacted the cubic footage required to accommodate all the items. As noted on the estimate, the price is based on the space the items were estimated to occupy on the truck.
  

  During the pickup, it was determined that the customers actual inventory and volume significantly exceeded what was initially quoted. The increase in pricing reflected the additional cubic footage which was finalized at 1900 cf. This was communicated prior to any of the items being loaded onto the truck. While we understand this may have felt sudden, our team ensures transparency about the potential for adjustments in the contract signed at booking. We acknowledge the difficulty of making changes on move-out day and empathize with how this situation may have felt limiting. Additionally,at the time of pickup, our dispatch manager informed the customer that she had the option to cancel the move. However, per the terms of the booking contract, she would have been charged for the loading and unloading process up to that point.This was communicated clearly to ensure the customer understood her options before proceeding. The measurement was also verified before delivery to ensure its accuracy, confirming that the increase in volume was correct. Therefore, the final charges were based on the actual volume of the customers items and the services provided, as outlined in the terms of the agreement.
  

  The customers FADD (first available delivery date) is 07/05/2024, which is not a guaranteed date of delivery. It is the first date that the customer is available to accept the items for delivery at the destination location. The items were delivered on 07/18/2024, which is well within the agreed-upon timeframe and our contractual obligations. We strive to deliver earlier, when possible, but logistical constraints such as traffic, warehouse operations, and routing schedules can sometimes lead to later deliveries within the permissible timeframe.
  

  We deeply regret that some of the items arrived damaged,especially antiques and fragile items. While we take precautions to ensure the safe handling of all belongings, damages can occur during long-distance transit.The settlement amount provided was based on the standard liability coverage outlined in the customers contract. This coverage is industry standard however the customer had the option of adding full valuation protection prior to the items being picked up. If the customer feels the settlement amount does not reflect their losses and believe there are discrepancies in the damage report or compensation process, we encourage them to reach out to our claims department at ******************************************************* to discuss the case further. We regret that this customers experience fell short of expectations, and while we cannot change what has occurred, we are committed to learning from this situation to improve our processes and customer satisfaction.

  
  

  Customer response

  11/20/2024

   
  Complaint: 22512080
  
  I am rejecting this response because:
  

  Your company left us no viable choice. We were under a strict deadline to vacate the property that day. The alternativesecuring a large enough truck and trailer, loading everything ourselves, and paying your company for their timewas simply not feasible.

  
  To make matters worse, your movers left trash throughout our home, including tape and water bottles, which we had to clean up before we could leave. When they arrived in ******, they repeated this behavior, leaving trash behind once again. Some items were so thoroughly destroyed they werent even unwrapped.

  
  There is no excuse for this level of deception, destruction, and unprofessionalism. Claiming that you gave us a choice is dismissive and unhelpful to a customer who was already under immense pressure.

  
  The office manager we dealt with was rude and unprofessional. The $200 compensation offered for damages was insulting, especially given the extent of the issues. The fact that you didnt even realize we had filed a claim highlights how little attention is paid to your customers and their concerns.

  
  This experience has been deeply disappointing and unacceptable.

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

  Business response

  11/20/2024

  We understand this customer's frustration and regret that their experience did not meet their expectations. While we respect their perspective, we must reiterate that the final charges and processes followed were consistent with the terms outlined in the contract. Our team made efforts to communicate the options at pickup, and we deeply regret if the customer felt those options were not acceptable given their timeline and circumstances. Regarding the condition of their home and items, we apologize for any trash left behind by our team. That is not reflective of our standards, and we will address this with our crew to prevent future occurrences. We also acknowledge the customer's dissatisfaction with the settlement amount provided and encourage them to reach out to our claims department at ******************************************************* if they believe that further review is warranted. Lastly, we regret the stress and disappointment this move caused and are committed to using this customer's feedback to improve our services. We appreciate this customer for bringing these matters to our attention.

• Initial Complaint

  10/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 09/29/2024 I contacted Sunny at Royal moving and Storage for a quote to move my belonging from CA to SC. I was qu0tes at $3794.49 @ that time. I was then contacted by ****** ******** and was told the quote was to low and I paid another $1000.00. A company from ********** came to pick up my belongins and was told , after loading a portion of my belongings that I had to pay more. This was all verbal so it is not documented in writing. Now they wanted almost $10,000.00 total. I said no and they refused to unload my belongings until I paid by ***** another $1500.00 to the company in **********. They were going to keep my belongings until I paid. My original call with Sunny I was told Royal would handle the move but it was a different company that came to move my stuff. In total I paid I beleave $6294. I did not get a receipt for the $1500.00 from the Sacramento company

  Business response

  10/30/2024

  It was explained from the beginning that the quote is an estimate based on the amount of space the items utilize on the truck. The estimate that this customer signed at booking states, "only the items listed above are included in this quote. Quote is based in the space that the items utilize on the truck, Any additional items, volume, or services will result in additional charge". At booking this customer had an inventory consisting of 20 items, 52 pieces which was estimated to use 495cf of space. During the quality assurance call with *****, not ****** ********, the customer added items to her inventory which took it to 22 items, 65 pieces which caused an increase in space from 495cf to 604cf and hence the price. The initial quote was too low because the customer had added more items during the quality assurance call. The customer was informed that ********************** was unable to accommodate the pickup during the customer specified timeframe however, we had another carrier whom we work closely with who would be able to perform the job. We sent the customer their Bill of Lading that had the carrier's name, A&L Moving and Storage LLC, listed on the top and customer signed this 3 days before their scheduled pickup dates. From the customer's comments it seems like she had more items that what we had listed on the inventory before pickup. More items means more space is needed to accommodate them all, therefore the price would increase. If the customer cancels at the time of pickup and the crew had already provided services, then the customer would have to pay for what was provided. The estimate the customer signed at booking states, "in the event that cancellation occurs during pickup customer is required to pay for services rendered i.e., loading and unloading at the rate of $50/man per hour". This would explain the $1,500 charge from the carrier. If the job was completed, then the customer would have a Bill of Lading from A&L Moving and Storage LLC with the final pricing. Although the customer should have received a receipt from their office for the $1,500 payment. If that was not received, they can call their customer service line at ************ and ask for a copy to be sent to them.  

  Customer response

  10/30/2024

   
  Complaint: 22493153
  
  I am rejecting this response because:
  I was not notified of the change in company and I didn't add any more items. The moving company was not going to release my belongings until I paid an additional $1500.00. I was not informed of that until I said no to the additional charges.
  Sincerely,
  
  ** ******

  Customer response

  10/30/2024

  I believe after paying $4794.49

  I believe I paid for labor and other in full then some.

  Business response

  11/11/2024

  Please refer to initial response.

  Customer response

  11/11/2024

  In addition to the money spent with this moving company and all associated with them i moved my belongings with a 15 foot uhaul and managed to get all the things in the same amount of space that this moving company could not. It cost me an additional $3900.00. I still believe the company is very dishonest and something should be done about this. After reading other complaints apparently it's a problem. Thank you for your time. Sorry you are not able to help.

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Drop off date August 28, 2024 Royal moving and storage Missing furniture 1 buffet Missing Boxes 7 Boxes 1 box has kitchen items 1 Box has Christmas items 1 box has household tools 1 box has tools, such as electric saw etc...3 Boxes I'm not sure what is in ********* I have a large box with broken dishes.

  Business response

  10/09/2024

  We apologize that this customer had some damaged to their items during her move. We try our very best to treat all customers items with the care and respect they deserve. We have spoken to this customer regarding her missing and damaged items on several occasions. It was explained to this customer that a thorough search has been conducted for her missing items. We have searched the warehouse, trucks and also reached out to other customers whose items may have come in contact with her items during at any point during the move. Since it has been over a month and the items have not been located, we suggested to the customer that she file a claim. We provided claim info and let her know that she has 9 months from the date of delivery to file a claim for any items that are missing and/or damaged during the move. This does not mean that we stop looking for the missing items, it is just suggested that the customer file a claim in the meantime in order to receive compensation for the missing and/or damaged items. Additionally, we use a software program to keep track of customer's items. All items are stickered at the pickup location with the customer's identifying information, a picture is taken of each item, and the items are scanned into the system. The customer also has access to their inventory on the portal. Any time items are moved they get scanned, and the move is logged into the system. The customer says she is missing boxes with Christmas and kitchen items, but it is important to note when the customer's items were loaded onto the truck to prepare for delivery 2 boxes labeled "kitchen" and 1 box labeled "Christmas" was scanned and those same boxes were scanned again at the delivery location. All 41 items were scanned and delivered to the customer. 

  Customer response

  10/11/2024

   
  Complaint: 22398167
  
  I am rejecting this response because:
  
  Sincerely,
  
  Michelle Shapley

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  This company is a scam. They came in and quoted us 14k and once all of our property was loaded they charged the price to 28k.Once at our new property they wouldnt return our calls for two weeks and only called when they were 20 minutes out. 50% of our belongings were broke and another 20% were stolen. I hope to spend the work on this poorly ran scam business.

  Business response

  08/14/2024

  After reviewing our records, we confirm that the total price for this customers move was $17,572.83, not the $28k this customer claimed we changed it to. Our team takes great care in providing accurate and detailed pricing information to our customers. We regret any confusion or miscommunication that may have led to this discrepancy in this customers recollection of the pricing for their move. Our goal is always to offer fair and competitive pricing while ensuring clarity and integrity in all our interactions with customers. To review the specifics of this customers move, before the items were picked up the customer provided us with an inventory of 39 items, 149 pieces which we estimated to use 1701cf of space on the truck. It is explained at the time of booking that the quote is an estimate based on the space the items take up on the truck, however at pickup if there are additional items, additional volume required, or additional services needed to complete the move then the total price would be adjusted. This is also stated on the booking contract this customer signed. When we arrived for this customer's pickup, they had additional items totaling 45 items, 155 pieces, which caused an increase in the amount of space from what they had initially reserved. This customer added special packing at pickup for their TVs, glass cabinets,electronics, pictures, and mirrors. The customer also had multiple oversized items consisting of a washer, dryer, quad, 2 BBQs, 2 catering ovens, freezer, storage cabinet, and toolbox which added additional space that was required to accommodate these larger than standard size items. Final Estimates with the revised amount of space, additional services and related pricing was sent to this customer and they signed acknowledging that they agreed to the changes.The customer also signed their Bill of Ladings with the additional cubic footage, additional services and related pricing. This customers items were picked up on 05/02/2024 and 05/03/2024, they had 60 days of free storage built into their contract and they put unknown for their first available delivery date on their Bill of Ladings. All our calls are recorded and the first call we had from this customer after their items were picked up was not until 06/24/2024 which was in response to the email we sent them on 06/21/2024 regarding their upcoming storage payment. In response to items being stolen and damaged. We take all allegations of theft very seriously, and we want to reassure this customer that all our employees undergo thorough background checks and are trained to uphold the highest standards of professionalism. The only information we have received from the customer was an email on 7/19/******* which they asked for the claim information to start a claim for some missing and damaged items. We sent the claim information via email on 7/22/2024 and provided an email address for the customer to send a list of the missing items to so that we could conduct a search. The last email we received from this customer was on 7/19/2024 and as of today, 8/14/2024 we have not received a list of the missing items, and the customer has not started a claim. Lastly, ***** confirmed this customer for delivery when the items were loaded and due to depart. The customer was provided with an estimated timeframe for arrival and given their delivery balance and acceptable payment forms. The customer said they would be available to accept their items for delivery and told the driver would give them a call approximately 30 minutes prior to arrival. This customer had been confirmed for delivery and were aware that the truck was leaving and would be in transport to them. We are disheartened to hear about this customers perception of our company, as we strive to uphold the highest standards of integrity and customer satisfaction. We would like to express our sincerest apologies for any dissatisfaction this customer may have experienced. It is never our intention to cause any distress or inconvenience to our valued customers.  

  Customer response

  08/14/2024

   
  Complaint: 22125235
  
  I am rejecting this response because:

  This response is a complete lie and it was totaled $28k and we were only made aware of the price change after our items were loaded on their truck. We have filed a police report for the stolen items and the people they hire are from ********** and this was told to us by the people bringing the items into our home.

  This company is very untrustworthy as you can see from their reviews and if this issue isnt resolved I will be hiring an attorney to take legal action. Royal Moving and storage is a scam again as you can see from their ****** reviews and BBB rating.

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

• Initial Complaint

  06/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  June 4, 2024 household packing of antique furniture. Paid 2189. Deposit late May for a packing date of June 4. Team arrived later than scheduled. Boxes were already packed from our previous move with United *** Lines. Never opened. Company was to wrap our furniture securely and ship all boxes and furniture from ******** ********** to ******************After the truck was loaded, 8 pieces of our furniture could nit be added nor sent as the truck driver has his personal furniture on the truck also. The truck sent was a ****** rental truck, 27 foot.The truck driver informed us that our estimate contract of approx. *****. Would be increased on packing day by 2500. We were informed of extra charges during packing of our household goods.When the packed truck left our home, the truck driver ensured us that our goods would be sent directly, no storage requested. However the truck was unpacked that evening in ********* ********** in the rain. We had a difficult time reaching anyone for assistance about a delivery date. Zero notice, The delivery driver called at 8pm to notify us our goods will be delivered the next am.Paid the full amount to Royal Moving and Storage full prior to delivery June 13, 2024.Furniture arrived wet, opened boxes and damaged almost every antique piece we own. The pickup driver used our antique piece from Dennark as a ladder with permanent shoe marks in water damage.To repair our furniture will be costly. I have asked several times for photos the delivery driver ***** took for us to file a claim. The claim company is nonexistent and eventually documents signed at pickup with the driver state minimum reimbursement.Company halts all communication after payment, threatening not to deliver until you pay in full.Ar pickup, our concerns, staff packing unprofessional, smoking drugs. At delivery we have goods belonging to other families. We are missing several boxes, green egg grill, a bike and a couch. Company not helpful.

  Business response

  06/27/2024

       At booking our sales reps provide a customer with an estimate based on the items that the customer provides to them. Pricing is based on the amount of space that the items utilize on the truck. If a customer does not provide an accurate inventory of their items, then we cannot provide them with an accurate estimate and come time for pickup if there is more items than what we have on the inventory they can expect their price to increase. The quote we provide is also an estimate based on the standard U.S. size of household items. We attempt to get as close to the amount of cubic footage as is possible over the phone, but we will not know exactly how much space the customers items will use on the truck until we are physically at the pickup location to view the items.
       At this customers initial booking on 5/15/2024 they had provided an inventory with 40 items, 168 pieces estimated to utilize 1643cf of space on the truck. During the quality assurance call we made on 5/28/2024 before pickup to verify the inventory and addresses this customer added additional items to their inventory which then totaled 58 items, 221 pieces estimated to utilize 1953cf of space, therefore their price increased. If this customer had provided an accurate inventory of all the items they were including in their move at the time of the initial booking, then this would not have occurred. At this customers pickup on 05/04/2024, which was the 2nd date of their requested pickup window,they had several items that were much larger than standard size and thus a bulky fee of $1,500.00 was added to their contract to accommodate. This was the only change to their contract at the time of pickup. The customer was provided an updated estimate with a bulky fee for a refrigerator, large cabinet, large table saw, grandfather clock, large china cabinet, and large dresser which the customer signed and agreed to prior to any items being loaded onto the truck.  We arrived with a Penske truck because it is part of our fleet. We own multiple trucks, lease trucks and rent trucks at times when other vehicles are being serviced. This is common practice with moving companies. We also arrived with the previously reserved amount of space which was 1953cf. The truck had several items on it belonging to a different customer which utilized the rest of the space that was not reserved by this customer.
       When this customer filled out her Bill of Lading in the spot where she is supposed to put a date for her first available delivery date (****), she instead put her name.Our dispatch manager, *****, reached out to *********************** and was told that the first date that they would be ready to accept their items for delivery would not be until 6/17/2024. The **** is not a guaranteed date for delivery, it is the first date that the customer can accept their items. This customer had standard delivery service which gives us up to 30 business days to deliver the items from their ****. This is the regulation provided to all long-distance carriers in the U.S., however it rarely if ever takes that long for us to delivery customers items. *********************** called the office on 6/14/2024 and updated her **** to that same day. It was explained to her that changing the **** to 6/14/2024 did not mean that she would be delivered that same day. We performed their delivery on 06/19/2024 and thats when we were notified of the damaged items. When a customer lets us know that they are ready on a certain date we expect that they will be ready from that date going forward. Yes, the driver did call to notify this customer the night before the delivery and the dispatch manager,***** also called the morning of delivery.
       This customer did not have direct delivery in which the items would have been transported from the pickup location directly to the delivery destination. The customer was picked up on 6/4/2024 in ** and was not ready for delivery until 6/17/2024 as she initially requested. Therefore, her items were unloaded into storage in ** until it came closer to the time that she would be ready to accept her delivery. Although the items were wrapped with moving blankets and shrink wrap it was raining that day so some of her items may have gotten a bit wet from the rain. I apologize that the pickup driver said the items were going straight to the delivery destination. The drivers do not make the schedules and that would not have made sense since this customer was not ready to accept the items immediately after pickup. Also, we did not pack any of this customers boxes like she states in the comments, they were already packed by a different moving company.If some of the boxes opened it could have been from the tape that was used or because of any wetness from the rain.
       We apologize that this customers household goods were not returned to them in the manner of their expectations. We do our very best to handle all items with the care and respect that they deserve, however there are situations during long distance moves when this unfortunately happens. We have provided this customer with the claim information on 6/20/2024. To be unbiased we have a third-party company process our customer claims for any items that have been damaged and/or missing during their move. As of today, this customer has not started a claim. This is something that the customer must complete themselves, we cannot do it for them.We also emailed the customer a copy of their Bill of Lading and inventory on 6/21/2024 so that they will have those documents when they file their claim.The customer has nine months from the date of delivery to file their claim. The customer never let us know that they were missing any items and has not told us that they had received items that dont belong to them, only that they had some damaged items. If they are missing items, I urge the customer to reach out to us so that we can get a detailed description of the missing items so that we can conduct a search for them. The warehouse coordination team has been notified of these missing items; however it would assist us greatly if we had a description of each item.
       At booking the customer was provided with the basic level of coverage for their items free of charge,which is a basic level of coverage and not meant as full value protection. We are not an insurance company therefore we cannot provide additional coverage. Generally,when customers want more coverage for their items, they would add a rider to their homeowners or renters insurance or go through an insurance company who can provide them with full value coverage during the move. At pick up the customer signed their Bill of Lading waiving the full value coverage and choosing again the basic level of protection. The customer not only signed their Bill of Lading, but they also initialed this section. The claim information is also provided with the Bill of Lading that the customer was sent via DocuSign and signed on 6/5/2024. I assure this customer that CSI Pros is open for business and currently processes claims for us. They can be reached at ************.
       On all the documents that this customer signed, including the initial booking contract from 5/15/2024 it states that delivery payment is required prior to the unloading of the goods. Since it is the completion of the customers service,we do require payment in full before the delivery begins. If a customer is not able or ready to make their final delivery payment, then their items would be placed in storage at a rate of $0.50/cubic ft. per month until they are ready for delivery. The customer was made aware of their balance due on 6/5/2024 at 8:50 AM when their Bill of Lading was sent to them after their pickup, so they had ample time to get their delivery payment sorted out. Since this customer was delivered on 6/19/2024, which was a federal holiday, we allowed delivery to commence before their wire transfer of funds was completed. The customer could have also paid by cash or U.S. Postal money order at delivery, but they chose to do a wire transfer of the funds. 

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12 -4-23 I contacted ROYAL MOVING and storage of ************************* communicated with a **** SCHEDULED ********************** to Peoria ******* for my granddaughter on December 20 2023 $700for 12-22-23delivery. $2443 paid, balance at delivery.*********************** stepped in and took over the transaction, **** had indicated a queen *** A full *** and box springs and miscellaneous boxes. ****** changed to queen *** full (with Mattress) as well as double with Mattress. I questioned him a number of times about the boxsprings he assured me NO PROBLEM On December 19 7 PM ****** cancelled truck had blown a head gasket, he will contact ****** for new mover NOTHING WILL CHANGE ****** contacted United Moving and Storage UNITED HAS exactly the same phone numbers as Royal. ****** is a major player in United. BLUE LION not licensed in ********** the ***** list them as INACTIVE. ***** MULTIPLE COMPLAINTS INVITED ME TO LIST ANOTHER..BLUE LION requested $900 for box springs as NOT UNITED LADING demanded $500 more for added cf. ***************** LION requested $400 of the final payment so $961 ZELLED PRIVATE DRIVER. AMRELOCATION delivered on Saturday, December 23, 7:30 PM. Additional charges two steps and landing $75 distance from garage to truck actual 60 feet, charged $75. Refused to take labeled boxes upstairs., Granddaughter has injured wrist. Royal, ****** promised boxes to locations. Driver pointed at wristwatch and said youre on your own. I have another delivery. He did leave all of the cardboard and wet plastic wrap from the mattresses upstairs in each of the respected ***rooms.$1610 Zelle

  Business response

  06/18/2024

  This customer, Ms. ********************** booked her ********************** reservation with Royal Moving and Storage to physically handle the move. However, Royal was unable to accommodate her move in the timeframe that was expected by ****************. Therefore, to be able to accommodate her move in that timeframe Royal contracted the move to United Moving and Storage who is a brokerage company that Royal is affiliated with so that United could broker the job out to a carrier who would be able to perform the move. United contracted the move out to the carrier, Blue Lion to handle the move in Royal's stead. It is our understanding that Blue Lion is not conducting business, so yes, they are listed as inactive with the ****** We have not conducted business with Blue Lion in over six months. From ******************** comments it appears that Blue Lion contracted AM Relocation to handle the delivery portion of her move. We explain to our customers that they are locked into a price per cubic foot and their quote is an estimate based on the items that the customer provides at the time of booking. Unfortunately, no company would be able to provide a 100% accurate quote over the phone which is why the contract states it is an estimate. Although we attempt to get as close as is possible with the information that the customer provides. Upon pickup if a customer needs more space on the truck than what was previously reserved then they would be charged for the additional space at the locked in rate per cubic foot. They also have the option to stay at the reserved amount of space and fit items into that space. Ultimately **************** paid for the amount of space that her items utilized on the truck and any additional services that were required to complete the move. Our contract lists some additional services such as elevator fee, stair fee, long carry, extra stops, etc. We cannot answer for what Blue Lion or AM Relocation has stated on their contracts with **************** as we do not have that information. We also can't answer for what occurred at ******************** pickup or at her delivery, but it seems from her comments that she possibly did not want to pay the stair fee or long carry fee, a fee that goes directly to the crew for the additional labor that is involved, therefore she would then be responsible for bringing the items up the stairs herself. We apologize that we were unable to accommodate ******************** move and we acknowledge her frustration and the challenges that she faced throughout the process. However, Royal Moving and Storage did not directly cause these issues. Say you went to a shopping market to pick up a chicken, but they did not have one available, so you had to purchase the chicken at a different grocery store. Then you end up getting sick from the chicken that you bought. Would you blame the first store that didn't have the chicken available for your stomach issues? No, you would go to the store that you purchased the chicken from. In this case I think it would be more beneficial for **************** to contact Blue Lion and/or AM Relocation to see if they can do anything to resolve her issues. Again, we do want to extend our sincerest apologies for the various inconveniences **************** encountered during her move. Her experience does not align with the high standards we aim to maintain, and we deeply regret any distress we may have caused indirectly. 

• Initial Complaint

  05/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed a contract in February 2024 with Royal Moving and Storage *** in *********, **, to move my household from ****************, **. ***** to *******, *** *****. I gave them $750.00 down payment, via the **** card of my daughter, *********************. Royal Movers defaulted on their obligation, and never showed up, but instead sent another moving company, Blue Lion Movers, who required their own deposit upfront in cash, which I paid, because I had a move-out deadline to meet. My requests for a refund have been ignored by Royal Moving. **************** asked them for a refund, and they declined to refend my deposit, for services that were Never rendered, Now we are pursuing a refund via ****, I just want my deposit refunded, as they did not provide me any service.

  Business response

  05/06/2024

  ****** & ********************* filed two disputes with their bank, which they lost, falsely claiming that services were never rendered by us. As a carrier, we utilize brokers to service particular moves for us. It is customary for moving companies to work with freight brokers as intermediaries between carriers. Blue Lion is the carrier that provided relocation services for ****** & ********************* and they were booked through one of our Brokers, United Moving. 
  
  On 01/16/2024, ********************* signed her Binding Moving Estimate, which states the details of United Moving as the broker for ******************** move. Towards the bottom of the estimate, it states, "United Moving and Storage has been hired as their moving coordinator/booking agent/scheduling and support team, not to handle or otherwise participate in the move as laborers or carrier, in acting as a shipper/logistics and scheduling agent only."
  
  On 01/30/2024, ************************* signed her Interstate Bill of Lading with the carrier, Blue Lion, whose name is stated at the top as well. Regarding the fee paid at pickup on 02/02/2024, three payments are made during the moving process; an initial deposit is made during booking, a second fee is due upon pickup and a third fee is due at the time of delivery.
  
  Services were provided to ****** & ********************;and their items were picked up and delivered in a timely manner. ****** & ********************* will go to any extent to not pay their debts. After losing both disputes with their bank, they proceeded to move forward by making this complaint. No resolution is being offered.

  Customer response

  05/08/2024

   
  Complaint: 21661199
  
  I am rejecting this response because: The sales team at Royal Moving lied to me, and misrepresented their service, as a moving and storage service, NOT a brokerage.  I was emphatically TOLD that they were NOT brokers.  My deposit of $750.00 was made in good faith that they would be handling my move from start to finish!   I received NOTHING from this company for my $750.00.   I had to hire another company to move me, when Royal Moving and Storage defaulted on their promises to me.  We are pursuing this bogus charge thru VISA.   We are entitled to a full refund.  NOTHING was delivered for this fee of $750.00.   We had to pay ANOTHER deposit to Blue Lion Moving *** as well.  Royal Moving and Storage are MISREPRESENTING their company, and their services.   **** at the sales team LIED to us.   Thank you.
  
  Sincerely,
  
  **** And *************************

  Customer response

  05/08/2024

  This default of service occurred on February 4, 2024.   We received NOTHING for our $750.00 deposit.   This moving company FAILED to move us, or even show up.  Their salesman, ****, lied to me about everything.  He promised me that they were NOT BROKERS!   He promised a smooth, easy pick up and delivery of my household goods.   They DEFAULTED.   I want a full refund, and will pursue this via VISA.   This company is a FRAUD.  They are NOT a moving company, as claimed.

  Business response

  05/08/2024

  No resolution is being offered. We have already provided all documentation to ****** & ************************* bank regarding their first two disputes, which again did not go in their favor. ****** & ********************* are welcome to pursue this via **** if they so choose.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******* ************** the customer service rep had assisted me with the start of the moving process, she did call me a week before March about a quote that she have given me. I had given her a deposit of $1000 through my debit card, and that they would have movers coming to my apartment in ********** by the 18th they didnt know who up til the 20th. When the movers came they stated that the furniture I have would be more that 455 cubic sq feet itll be little over 1000 cubic sq feet and would have to charge me extra. Currently Im still waiting for my items, I have called ***** who is a dispatcher ************* she is very unresponsive and she doesnt text me back when I had confirmed the delivery date ***** had told me itll be either ***** of March and it didnt show up, customer service rep had told me that itll come on the ***** and still havent shown up. When I called the moving company again the other customer service rep who wasnt ******* had told me that the contract stated that the moving can take up to 30 days but no one had told me about this situation from the beginning.If I had known that itll take 30 days for me to receive my items I wouldnt have done business with them.

  Business response

  04/19/2024

  ********, ***************************** did not give correct sizing estimates for her items. Upon pick-up, the items were larger than the customer explained during her initial booking; therefore, required more cf than the 455 cf that was initially estimated. The customer was given the option to increase the space on the truck to accommodate the size of her large items; she decided against this and hence was not charged any additional fees. In response to our dispatch manager, *****, not responding that is incorrect. ******** and our dispatch manager, ***** were in constant communication during the move, and copies of text messages and call logs can be provided. In addition, the job has been completed; the customers' items have been picked up and successfully and safely delivered. ***************************** had Standard delivery service for her move which is an estimated timeframe of 7-14 days, although that timeframe is an estimation and not guaranteed. ********************************* items were picked up on 3/20 in ********, **, and delivered in *******, ** on 4/4, which is well within the contracted timeframe that ***************************** signed and agreed to on her Bill of Lading. A 30-day timeframe is the regulation provided to all long-distance carriers from the ********** of *************** however, delivery did not take anywhere near 30 days; her delivery was completed in 16 days. ***************************** pushed us for a specific delivery date early on and we gave her the best delivery date for what was available. There are many factors out on the road that are out of our control such as traffic, road conditions, weather, wait times at the scales, and inspections, etc... so it is hard to factor all of this in to give an accurate timeframe for delivery so far ahead of time. ***************************** is requesting for her entire labor (including taxes and fuel), pick-up and delivery payment, and deposits to be refunded which we don't agree to since all contracted services were provided to *****************************.

• Initial Complaint

  03/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They did not move everything. They said the truck was full and we had to move the rest ourselves. Meanwhile the price doubled-as we had 4 hours to vacate. They lost items. We have adjustable beds.. They lost the legs.So I sleep on a mattress on the floor..***** gave us one price, the movers said it was 100$ more & ALL had to be in cash. When she admitted owing us the money, she said I had to drive up there to get it. Her movers were supposed to come back the next day with the rest of the delivery they could have delivered a check too. Except they never showed up. We never heard from them again. Just a claims form.

  Business response

  04/10/2024

  We're sorry that ******************* feels as though we did not follow through with our obligations, however, we feel that we provided all the contracted services according to the contracts signed by **************. We try our very best to treat all our customers items with the care and respect that they deserve. There are many moving parts when moving goods a long distance and there are times when an item(s) may get damaged or misplaced. The only items ************* let us know were missing were the legs to his bed. We did a thorough search of our warehouse, trucks and also reached out to other customers whose items may have come in contact with his items during his move. Ultimately, we were unable to locate the missing legs and suggested that ************** file a claim for these items so that he could receive compensation. for the missing legs. Regarding the quote we supply a customers quote based on the items that they provide to their sales representative at the time of booking. If a customer does not supply us accurate information regarding the items that they will be including,then there quote will obviously not be accurate. At the time of booking on 12/01/2023 ************** supplied his sales rep with his inventory that totaled 12 items, 44 pieces which we estimated would utilize 287cf on the truck. It states on the booking contract that this is just an estimate that only includes the items listed on the inventory, and any additional items or services would result in additional charges. A contract was sent to ************** and signed by him on 12/01/2023. During the customers quality assurance call on 12/10/2024 ************** added more items to his inventory which then totaled 21 items, 72 pieces which was then estimated to utilize 442cf of space on the truck. An updated estimate was sent to ************** and was signed by him on 12/10/2024. Then on 12/13/2023 when our crew was physically at the customers pickup location, he had some items that were bigger than expected and also more items that were not on the inventory which then totaled 25 items, 76 pieces which utilized 700cf of space on the truck. A final estimate with the related pricing was sent to ************* and signed by him on 12/13/2023 before the loading of the goods on the truck.  ************** had a locked in rate of $5.00 per cf, which means if there is additional space that is needed then he will be charged at that locked rate per cubic foot. We did lower the locked in rate per cubic foot to $4.50/cf when he went up to 442cf, so any additional space was charged at this rate of $4.50/cf. The total price of the move is not locked in at booking because a customer could have more items at pickup, in which they would then be charged accordingly for.************** was charged for the amount of space that his items utilized on the truck and accepted the pricing before the goods were loaded.  ************** did not have to pay just with cash at pickup, as we accept multiple forms of payment at pickup. He chose to pay with cash, and we gave him the correct price, but he ended up overpaying. Initially,he was told that he would have to come to the office to be reimbursed, however we provided him a refund of $100.00 to him via Venmo. Before pickup ************** had reserved 442cf of space on the truck. We had some additional space free, so we were able to accommodate 700cf total of space for him, however the other space on the truck was reserved by other customers so we could not offer him more space than the 700cf.  This is why we were unable to take all of Mr. ****** items and took what we were able to.If ************** was honest with all of his items, we could have reserved the correct amount of space prior to pickup. ************** also changed his delivery destination several times from *******, ** to ****************, ** and then back to *******, ** which makes it difficult to schedule his delivery. At delivery he had told our dispatch manager that her voice on the phone was the only thing keeping him from committing suicide. We were unsure if he was really feeling this way, so we had to take the situation seriously and take extra precautions to make sure that our crew was safe while on his property. This included having additional crewmen at his delivery. At delivery on 03/14/2024 we delivered all of Mr. ****** items, so we are confused as to why we would return the following day as his complaint comments mention. As stated above the only items that were missing were the bed legs which we conducted a search for.    

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