Reviews

Royal Moving is a dishonest and incompetent company that I could not recommend less to prospective customers. They are dishonest about their pricing, which I will fully detail below. They also have posted or apparently paid others to post fake positive reviews on Google and other websites. If you look at the pictures on these “positive” reviews, notice the stock internet photos of movers with friendly smiles…those are not real people, and certainly not employees of Royal Moving. The reviews with real pictures and real people are overwhelmingly negative, for a reason. Royal Moving lost some of my items, and only delivered half of my items on the first delivery date (10 days past the agreed-upon delivery window). Then, months later, after the military moved me out of the United States, they delivered the rest of the things they found back to my original address. This delivery included 2 boxes that are not mine, and that I am trying to return to their rightful owners. I am still missing items. I believe Royal Moving owes me significant compensation. I am undergoing the claims process for my missing items now, but will not be able to re-coop close to what I lost. Royal Moving should reimburse me for the $1000 “bulk items fee” that was sprung on me upon pickup, and should compensate me for not completing the full delivery until 103 days after pickup. I was ignored by both the dispatch and warehouse manager over a dozen times. I am still missing numerous items. I also have 2 boxes from other people that I am trying to return to them. However, the company has not offered any additional compensation for it taking 103 days for them to complete a partial delivery of my items, some of which had to be returned to the original pickup address due to my military relocation. Do not use Royal Moving. I will be mailing this letter to the company, BBB, the Nevada Attorney General, and to the city of Henderson

We take all feedback seriously, as it is an opportunity for us to improve our services. We would like to clarify and address the points raised in this customer’s complaint to ensure there is no misunderstanding. Our pricing is clearly outlined in our contract and terms of service, which you agreed to prior to the move. Any additional charges, such as the bulk items fee, were explained at the time of pickup, as they are standard in the industry for oversized or specialty items. We encourage all our customers to review and understand the terms before the moving process begins. At the time of pickup, a revised final estimate was sent to this customer, and he signed before the items were loaded onto the truck. All changes were reviewed with him, and we believe signing a contract indicates they have read, understood and agree to the terms within. We would like to clarify that the majority of the customer's items were delivered within the contracted timeframe. For any items that were initially missing, our team conducted a thorough search to locate them and arranged a separate delivery to ensure the customer received these items.

The customer has noted that the items were delivered after his relocation to Japan. Please note that we were still actively searching for the missing items when we were informed of this short timeframe. At that time, the customer was notified that these items were being located, with an understanding that delivery before his PCS from New Mexico could not be guaranteed. We want to emphasize that the process of locating misplaced items does not imply a failure to meet our contractual delivery obligations. Nonetheless, we apologize for any inconvenience this may have caused.

The customer informed the warehouse manager of receiving items that did not belong to him 10 days after delivery. Photos of the items intended for delivery to his prior address were shared with him beforehand, during which no indication was given that the boxes were not his. Consequently, the items were delivered accordingly.

Regarding the missing items, we are collaborating with CSI Pros to address this matter through the claims process. Claims are resolved based on the coverage rate selected for items during the move. If the customer has questions regarding this coverage, our team would be happy to provide further clarification.

Royal Moving and Storage does not condone or engage in any unethical practices such as posting fake reviews. The positive and negative reviews on our Google and other platforms are from genuine customers who have had positive experiences with our services. Stock photos are sometimes used for illustrative purposes, which is a common practice across various industries, but the content of our reviews is entirely authentic.

"Our pricing is clearly outlined in our contract and terms of service, which you agreed to prior to the move. Any additional charges, such as the bulk items fee, were explained at the time of pickup, as they are standard in the industry for oversized or specialty items." - I have copies of my pre-move contract that listed each of the items that were considered "bulk" on pickup, and at no time did Sunny or anyone else tell me that there would be an extra fee, nor was it included in the initial contract that I signed. Yes, I eventually signed a contract after negotiation on moving-day because I had no other option in my life to move my deceased dad's things from California to New Mexico. "The customer has noted that the items were delivered after his relocation to Japan. Please note that we were still actively searching for the missing items when we were informed of this short timeframe. At that time, the customer was notified that these items were being located, with an understanding that delivery before his PCS from New Mexico could not be guaranteed." - There is no short timeframe, and there was no timeframe once I had already completed my PCS from New Mexico, since I was requesting the 21 missing items to be delivered BACK to the original Sacramento pickup address. In fact, my mother has volunteered to drive to Henderson from Sacramento if the warehouse manager ever locates my missing items, and I have communicated as much to the warehouse manager. "The customer informed the warehouse manager of receiving items that did not belong to him 10 days after delivery. Photos of the items intended for delivery to his prior address were shared with him beforehand, during which no indication was given that the boxes were not his. Consequently, the items were delivered accordingly." - I was sent a picture of a pile of boxes within the warehouse that the manager believed may be mine. I was able to identify a couple as not belonging to me, but was unable to determine the rest based on the photo of them in a pile. Once my mom received the items and had time to go through them, we identified 2 as not belonging to me. We are STILL awaiting communication from your company about your plan to pick up these items and attempt to deliver them to the correct customers. "Royal Moving and Storage does not condone or engage in any unethical practices such as posting fake reviews. The positive and negative reviews on our Google and other platforms are from genuine customers who have had positive experiences with our services. Stock photos are sometimes used for illustrative purposes, which is a common practice across various industries, but the content of our reviews is entirely authentic." - There is, of course, no way to prove or disprove this. It should be noted that your company has a 1-star, D- rating on BBB, and the complaints I've levied above have been echoed by numerous other customers. At the end of the day, I am distraught that heirlooms from my deceased father are still lost. As I've said, my mother has volunteered to drive to Henderson to retrieve the items if they can be found. I don't think the rest of the interactions or business practices reflect a professional organization, but I'm over that part and would happily rescind the reviews I've posted and discontinue contact if these items are returned to me.

They quoted me a reasonable price for our move from TX to WA but when the loaders came the price jumped up over $4k because of bulk items! It took them a long day to just load our 2 bedroom home because one of the loaders went home with a bad back! In the original call, we were promised a service by ex-vets and all their workers worked for them but when the items arrived, it was a third party not employed by them. The unloaded were rude & very hurried so we didn’t have time to inventory so we were missing a large ladder & a picture box with antique mirrors. After many calls & emails to many people with the company they finally found our items at another warehouse. They have to wait for another truck coming this way even tho I was told initially that trucks come this way all the time! They broke our 70” tv by loading it flat & piling heavy items on top! The warehouse also piled heavy items on top of clearly marked fragile items. We’ve used many movers in past moves & this company far out surpasses them all - in being the worst moving company!

This customer had multiple items (large toolbox, large chest, oversized sofa, large refrigerator, grandfather clock, washer, and dryer) that were larger and heavier than standard size which is why there was a bulk fee added to these items. This was explained to the customer prior to the loading of the items on the truck and the customer signed the revised estimate with the changes. This customer booked with Royal Moving and Storage and Royal performed the pickup and storage of this customer's items. To get this customer's items delivered in a timely fashion we had another carrier who we have worked with for many years perform the delivery to Northern Washington state. Our owner is a veteran, and we have many veterans who we employ however not all of our employees have served our country. Our trucks only have room in the cab for two employees and it is not feasible to have a car with additional crew follow our trucks. We employ helpers in the cities that we frequent who are hired as independent contractors. These individuals are interviewed and thoroughly vetted before hiring and all have previous moving experience. We don't intentionally break customer's items, but unfortunately with long-distance moves this sometimes happens. Our crew tries their very best to treat all customers items with the care and respect they deserve. Our crew knows to handle televisions with care, and they are always loaded standing upright, not lying flat with items on top. The items that we located are going to be delivered to you, however we do have to wait until we have a full truck of items going to Washington state.  

My husband saw the TV box at the bottom of a pile with boxes loaded on top of the TV box as the movers were unloading our items. The movers also commented on this agreeing with us that this should not have been loaded this way! The TV was broken because of the warehouse's inept loading. I have pictures I've attached with boxes loaded on top of clearly marked "fragile". One loader in loading our items, had a back issue and had to go home so we question you're claim about vetting local loaders! The movers who unloaded our items were not Royal Mover employees when we asked them. Yes, we knew that the price of moving our items might increase, but not by $4K! We moved down to El Paso with other movers where we had more items then and we were charged much less! We only had a 2 bedroom home worth of items. Please read all reviews on BBB before you choose this company! Something we should have done but we were taken in by their promise of a smooth move and the fact that they were vet owned (my husband is a disabled vet).