Complaints

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

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  Golden Gate Relocation, LLC

  Ontario, CA 91761-8109

• 

  Golden Gate Relocation, LLC

  1500 Overland Ct # 6 West Sacramento, CA 95691-3490

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:10/22/2024

  Type:Delivery 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.

  On 8/26/24, Golden Gate Relocation picked up all my packed Household Goods, held them till 100% of funds was collected then delivered them to **. I noticed not all my Household goods were delivered, I contacted them, the found other Items 9/8/24 in ******* CA Facility. Since then, they have made no attempt to send me my Household Goods to **. I call Daily, speak with ******* *****, she tells me the same thing, my items have not been shipped. 5 weeks now, no effort to get me my items.

  Business Response

  Date: 10/23/2024

  The contract for services the client signed when booking his move clearly states the terms of payment as follows: 

  TERMS OF PAYMENTS: Upon booking, a deposit is required of 35% to be paid in the form of Check by Email.  An additional 8% convenience fee will be charged for all credit card payments. 75% of the remaining balance is due at the pick-up in the form of Money Order, Personal Check or Cashier's Check and Cash will be accepted. Upon Loading for delivery, the balance is due in the form of Wire Transfer or Zelle before truck leaves origin state.  The truck will not be unloaded until the balance is paid in full. In the unlikely event of a bounced check a 10% reprocessing fee will be added to the amount of the bounced check. 

  so yes the client did pay prior to the goods arriving in ** as his contract stipulated.

  The client is incorrect by stating we have not "attempted" to route his goods.  All client deliveries are made by semi trailer and the client was advised that we would load the goods on the next route to his region of the ***

   

   

   

  Customer Answer

  Date: 10/24/2024

   I am rejecting this response because: Since Golden Gate Relocation lost then found my Household Items, valuing over $7500, these boxes and Totes have sat in the Wherehouse of ******* CA.  They state they are awaiting a route in the **, we are going on 6 weeks of my items sitting there, they have not dispatched any trucks out of there in 6 weeks?  They made the error of not shipping all items picked up and then losing my items, then finding them.  There should be an effort of reconciliation after they requested and received 100% of funds collected, they don't refute this.  Why am I being punished and unable to receive my Household goods after their mistakes?  No communication to me on when, my items just sit in ******* CA.
  
  
  

  Business Response

  Date: 10/24/2024

  The client is receiving communication from the company regarding his items.  GGR will have the goods delivered based on his destination and our current job load.

   

  Customer Answer

  Date: 10/28/2024

   I am rejecting this response because:
  I am now going on the 7th week of waiting for Golden Gate Relocation to notify me a specific date when they will ship my lost then found household items of which occurred totally at the fault of their company.  7 weeks, how long do I have to wait for Golden Gate Relocation to ship my items?  They do not communicate anything to me, they don't care I need my household items, I would like a date, a time when I can expect to receive the items I paid for, they lost and now possess.  I have also filed with the *****************************
  
  

  Business Response

  Date: 10/31/2024

  We will delivery the client's missing items as soon as we have a full semi tractor trailer loading and going to the client's destination.

   

  Customer Answer

  Date: 11/01/2024

  Going on 2 months I have heard this same excuse, "when we have a load going to your direction", what exactly is this?  Going to ******* IA? going to **? going East of **********?  2 months, my household goods have sat in ******* **, are you saying that no loads have gone to the East of your location (*******) that I could not get my household goods?  I would think a *************** would help in **************** to fix a mistake that your company has made, to enhance your business, so that I could spread good words about the move.  But this is not happening, instead, prolonging the situation into a dreadful climate and atmosphere, especially to an elder customer, as I am. Itt should be fixed ASAP, not prolonged.  Not good for gaining new business.  That is BBB was created to assist with customer (me) issues that a Company do not care about resolving.

  Business Response

  Date: 11/04/2024

  Golden Gate Relocation has a company protocol regarding issues like this and we are working to get the client's goods delivered in a timely and economical manner.

   

  Customer Answer

  Date: 11/05/2024

  Timely and economically, it is now 2 months since you lost my household items, then found them.  Timely, please define?  Economically, you have stored my household items in your facility for 2 months, where is this economically?  You have destroyed customer service and business relationship by not communicating with me (directly) on time frames and how you are going to fix your errors.  I need my household items, as they are clothing, appliances and furniture.  2 months, doing nothing with my household goods, in attempting to get them to me is unacceptable.  Good business strives on recommendation, critique and outstanding customer service.  ******************** has not lived up to their own sales words, contract and word of mouth support.  I would like a definitive time of when I will get my household items!  2 months of waiting is unacceptable customer compliance and service.

• Initial Complaint

  Date:10/01/2024

  Type:Order 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.

  6 August 2024 ******* ***** Dispatch Customer Service Team *************************************************************************************************************************** DOT: ******* MC: ******* Regarding: Job: GG4605022 Notice of Potential Claim for Account Overages / Overcharges Good Afternoon *** *******:I hereby respectfully submit my Notice of Potential Claim for the Cubic Feet Charges as contained in the Interstate Bill of Lading Contract. This is supported by the following excerpts from my support documentation of which these documents can be transmitted in their entirety.15 July 2024 Golden gate Relocation (GGR) Championship Moving Binding Moving Estimate was transmitted with the Relocation Details providing an Estimated Volume of 457 cf. (3199 lbs.) and minimum of $3,000.00. 27 July 2024 On the Pick-Up Date the Onsite New Binding Estimate was executed and approved with a Line Haul Estimate ***** lbs./cu ft. At 3:32 PM Saturday 27 Jul 24 a text with attachment was sent to ***** ******* (GGR) providing Here is the adjusted bill at pickup. It has almost doubled. 5 August 2024 Delivery of Load with On-Site Measurements and Photographs The width of the trailer was measured at 84 wall to wall. The height of the trailer was measured at 9-2 floor to the trailer top. At the completion of the unloading the length of the load measured 7-6 from the tape **** of the delivered load bulkhead to the bulkhead of the next load. The cubic feet of the actual gross volume which is straight forward and calculates as follows:8-4 X 9-2 X 7-6 = ****** cubic feet. Say 573 cu ft. ************** Bill of Lading Contract of 900 cu ft. At $5.00 per cu ft X 327 cu ft (overage) = $1,635.00.. ***** ****** ********************************************************* Cell: ************ See Correspondence attached below. Support Documents can be provided.I was referred to Moving Claims (mediator) and tendered an offer of $75.00 in good faith. This was not accepted.

  Business Response

  Date: 10/02/2024

  Golden Gate Relocation regrets that the client feels she is owed a refund.  her issues with the move and legal documentation are attached to this response:

  1.) The client received an estimate for 457 cubic feet based on 16 items/90 pieces noted below as follows:

  1 BED, HEADBOARD 
  1 BENCH, LARGE 
  70 BOX, MED. PBO 18X18X18 
  2 DESK, SMALL 
  1 DRESSER, SINGLE 
  1 FAN, FLOOR 5 Qty 
  1 MATTRESS DBL/QN 
  3 NIGHT STAND 
  1 OTTOMAN, LG. 
  2 OTTOMAN, SM. 
  1 SOFA, 3 SEAT/BED 
  1 T.V. FLAT SCREEN- 15-32 
  1 TABLE, COFFEE 
  2 TABLE, END 
  1 VACUUM CLEANER
  1 VANITY, BENCH

  At the time of pick up the client's inventory which the client agreed to and accepted in writing at the time bringing the total cubic footage to 900 cubes.  You pay for what you move ; you add items you pay for those items.  The original quote was for 70 medium boxes.  The client added 29 moving bags not included in the estimate and all of the boxes were large including 7 wardrobe boxes at twice the size quoted and 2 large plastic totes.   If the client disagreed with the on-site estimate , she was given the option to have us complete the service for the original contract amount and not move the increase amount.  That difference would be approximately $3000.00 not the $5300.00 the client is requesting.  The client is not looking for compensation but rather a free move.  

  7 large wardrobe boxes

  62 Large boxes 

  2 plastic totes Large

  29 moving bags

  The client has filed a claim/complaint for the issues and been offered a resolution amount based on the documentation for services that they signed (attached).

   

   

   

   

   

  Customer Answer

  Date: 10/06/2024

   I am rejecting this response because:
  Please see attached Complaint ID#22367227 - Rebuttal to Golden Gate Relocation's (GGR) Business response dated 5 October 2024
  
  

  Business Response

  Date: 10/15/2024

  The client booked a small "minimum" move for 457 cubic feet for $3000.00.  The client had more goods, used more space on the truck and was charged accordingly.  The client always pays for the space taken up on the truck; you move more you pay more.

   

• Initial Complaint

  Date:09/23/2024

  Type:Order 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 was quoted $8300 for a move from ** to *********. When the movers came to pack my things suddenly the price went up by $6400. As part of the contract, based on the distance of the move the arrival window is between 3-21 business days. I have called the company multiple times, received no response nor updates and just received a text requesting the balance be paid before my stuff even leaves the state of CA. This is far outside of the contractual agreement and aside from the quote being done in bad faith the entire process has been shady and working only in the favor of the company. I would never recommend or use this company and am not comfortable paying any further funds until my items arrive. The terms change in their favor, the dates, the contract terms the price. Totally unacceptable. The tone has been threatening and unprofessional the entire process has been a bait and switch.

  Business Response

  Date: 09/26/2024

  Golden Gate Relocation will address each issue for the client's clarification:

  1) Price Increase: Client was provided an estimate based on her inventory for 60 items/142 pieces and 1111 cubic feet.  The client was a full pack service and her move increased by 800 cubic feet.  She was provided the option at pick up to have only her original items moved for the estimate price or have all inventory moved for the increased price based on the new cubic footage.  

  2.) The client provided a FADD or first available delivery date as 9/8 at the time of pick up and estimated delivery window based on move distance of 2252 is 3-21 business days from that FADD.   The client was advised on day 10 of her window by phone and text that the goods were leaving the origin state.  The client's contract clearly states the terms of payment for delivery as below:

  TERMS OF PAYMENTS: Upon booking, a deposit is required of 35% to be paid in the form of Check by Email.  An additional 8% convenience fee will be charged for all credit card payments. 75% of the remaining balance is due at the pick-up in the form of Money Order, Personal Check or Cashier's Check and Cash will be accepted. Upon Loading for delivery, the balance is due in the form of Wire Transfer or Zelle before truck leaves origin state.  The truck will not be unloaded until the balance is paid in full. In the unlikely event of a bounced check a 10% reprocessing fee will be added to the amount of the bounced check. 

  3.) *** has provided copies of the contract for services and all other documents that the client has signed regarding services.

   

  Customer Answer

  Date: 09/30/2024

   I am rejecting this response because:
  
  9.30.24

   

  I am unpacking now and am shocked at how many items are broken or missing.  I am going to wait to provide a more detailed response until i have finished unpacking.  I can say, being about 20% through, the TV is smashed (60" flatscreen) the Sleep Number bed was dragged on the ground, an antique METAL lamp was broken at the base and bent, tables to a mirrored dining table are missing, 2 other lamps have not been tound (I have opened all boxes but not unpacked) wooden chair missing, E-bike handlebars bent, artwork and sculptures along with bowls and glasses broken.  So this is a much more complex cause of action.

   

  I will reply with photos and video once I have finished the unpacking and gone over my entire inventory of items packed.  But this is the worst moving experience I have ever had- and I have moved cross country 8 times and once to ******. Each time never having any of the problems of breakage present in this move with Golden Gate Relocation. 

  Business Response

  Date: 10/01/2024

  Golden Gate Relocation will address each issue for the client`s clarification:
  
  1) Price Increase: Client was provided an estimate based on her inventory for 60 items/142 pieces and 1111 cubic feet. The client was a full pack service and her move increased by ********************************************************************************************************************** have all inventory moved for the increased price based on the new cubic footage.
  
  2.) The client provided a FADD or first available delivery date as 9/8 at the time of pick up and estimated delivery window based on move distance of 2252 is 3-21 business days from that FADD. The client was advised on day 10 of her window by phone and text that the goods were leaving the origin state. The client`s contract clearly states the terms of payment for delivery as below:
  
  TERMS OF PAYMENTS: Upon booking, a deposit is required of 35% to be paid in the form of Check by Email. An additional 8% convenience fee will be charged for all credit card payments. 75% of the remaining balance is due at the pick-up in the form of Money Order, Personal Check or Cashier`s Check and Cash will be accepted. Upon Loading for delivery, the balance is due in the form of Wire Transfer or Zelle before truck leaves origin state. The truck will not be unloaded until the balance is paid in full. In the unlikely event of a bounced check a 10% reprocessing fee will be added to the amount of the bounced check.
  
  3.) *** has provided copies of the contract for services and all other documents that the client has signed regarding services.

  4.) The client was also given $1900.00 in additional services FREE.  (she left that part out)

• Initial Complaint

  Date:09/20/2024

  Type:Product 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 Golden Gate Relocation to pack and move my daughter's items from ******************* to *******************. The items were delivered outside of the agreed upon contract term of 6 business days, and there were thousands of dollars of damage caused by the poor packing. Items were not properly packed - lamps, a couch, Elfa storage bins, dishes, Simple Human and Kohler dog food and trash bins were destroyed, among many other things. The company refuses to refund my money for the packing and the insurance settlment being offerred is $71. I paid hundreds of dollars for packing when, in reality, they literally just threw things in boxes without bubble wrap, put tons of tape all over the items, and destroyed thousands of dollars of good. Had the items been packed properly, I would have no loss, but Golden Gate Relocation's contractual failure to exercise due care has caused a huge loss.

  Business Response

  Date: 09/20/2024

  Golden Gate Relocation is very sorry that the client had damages at delivery however the terms of the contract for services does state as follows :

  LIABILITY: Golden Gate Relocation provides two valuation options: Limited liability and full replacement value (FVP). Both plans cover furniture and boxes packed/unpacked by Golden Gate Relocation.  We suggest you purchase third party insurance to protect your property. Please read carefully before making your selection. Subject to the minimum valuation of $0.60 per pound per article and in compliance with and subject to the provisions of 49 CFR Section 375.701(a), Golden Gate Relocation cannot control whether proper packing methods are used by shipper, therefore on boxes packed by the owner as well as pressed wood (particle board) furniture, fragile or brittle items such as glass, china, ornaments, etc.; liability is limited to $0.60 per pound per article. Golden Gate Relocation has the right to inspect and repair any alleged damage. Consumer shipper waives all claims and Golden Gate Relocation is not liable or negligent for any damage to the interior or exterior of any residence including, but not limited to walls, floors, ceilings, stairs, banisters, carpets, plumbing, doorways, driveways, walkways, landscaping, etc. In addition, you are not able to give to us to carry and we accept no liability whatsoever for firearms, jewelry, cash, banknotes, any financial instruments, hazardous materials, liquids.

  SHIPMENT VALUATION AND COVERAGE: ,Golden Gate Relocation Basic Liability of $0.60 per pound per article at no charge. If any article is lost, destroyed or damaged while in your mover`s custody, your mover`s liability is limited to the actual weight of the lost, destroyed or damaged article multiplied by $0.60 cents per pound per article. This is the basic liability level and is provided to you at no charge. It is considerably less than the average value of household goods. Full value protection coverage is available for an additional cost at the customer's request (cannot be purchased ). See "Full Value Protection Amount of Liability" above.

  The client has completed the claims process as laid out in her contract:

  CLAIM FILING PROCEDURE: As per company TERMS AND CONDITIONS, in the unlikely event a customer realizes that some of their goods are damaged or missing, or if they feel that they have been over-charged or charged for services that they didn't receive prior, during or after services were completed, all customers FULLY understand that they MUST initially give the service provider (Golden Gate Relocation) the FIRST RIGHT to fully investigate and respond in writing with a resolution to their issues.   
  To do so, please contact our claims and customer retention ****************** at ********************  NOTE:  In the event, you are not satisfied when a resolution is made to your claim/complaint against the company, ONLY THEN you may contact any state, city, government, insurance, and consumer group such as the public, media organization, internet website or credit card agency
  By placing a deposit with Golden Gate Relocation, I am agreeing to the Terms & Conditions stated above. 

   

  The client has filed and received a resolution offer. 

   

   

  Customer Answer

  Date: 09/23/2024

   I am rejecting this response because:

  I paid for professional packing services.  The movers would NOT have accepted the items, nor insured them, had I packed them the way the company packed my goods.  My items were DIRECTLY damaged by the negligent packing done by Golden Relcation's packers -- not the move or storage itself.  Hence, insurance cannot begin to touch the amount of damage that was caused.  The insurance settlment offerred, with no explanation, was $71. I repeatedly asked (no less than over 10 times) for an explanation as to the weight of the items in order to calculate the 60 cents per pound, and none was provided. I am out thousands of dollars of goods, after paying supposdely insured, bonded, professional packers and movers.  This is fraud at its basic level, and a $71 insurance reimbursement is insuffient.  The basic level of duty for packing goods was not exercised -- insurance can not cover gross negligence, which is what Golden Relocation exercised for my move.  

  
  

  Business Response

  Date: 09/26/2024

  GGR is sorry that the client had damages but the valuation NOT INSURANCE provided with the move is clearly disclosed as $0.60 per pound per article.  The claim the client filed does request the client provide an estimated weight for items being claimed.  However, the carrier will determine based on the items if the weight provided by the client is accurate and if the item is covered for valuation.    

   

   

   

   

   

• Initial Complaint

  Date:08/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 recently used Golden Gate Relocation LLC to move my belongings from ********** to *****, and it was a nightmare from start to finish. Several of my furniture pieces were damaged during the move, and multiple boxes went missing. Although they claimed to have found my missing boxes, its been over three months, and I have yet to receive them.On top of that, the company charged exorbitant fees, far beyond what was initially quoted. They left garbage at my new home and failed to reassemble all of my furniture as promised. The entire experience was deeply frustrating, and I would never use their services again.

  Business Response

  Date: 08/12/2024

  GGR responds as follows to the client's concerns:

  1.) The client has the option to file a claim for damages per the service contract. (see Below)

  CLAIM FILING PROCEDURE: As per company TERMS AND CONDITIONS, in the unlikely event a customer realizes that some of their goods are damaged or missing, or if they feel that they have been over-charged or charged for services that they didn't receive prior, during or after services were completed, all customers FULLY understand that they MUST initially give the service provider (Golden Gate Relocation) the FIRST RIGHT to fully investigate and respond in writing with a resolution to their issues.   
  To do so, please contact our claims and customer retention ****************** at www.movingclaims.net  NOTE:  In the event, you are not satisfied when a resolution is made to your claim/complaint against the company, ONLY THEN you may contact any state, city, government, insurance, and consumer group such as the public, media organization, internet website or credit card agency

  2.) The client's boxes have not been located and we are sorry but the client will need to file a claim for loss as stated above.  The client's goods were picked up on 6/5 and delivered within 8 days of her pick up on 6/13.  

  3.) The client was quoted based on 19 items/47 pieces for 537 cubic feet and at the time of pick up her added the following items not included in her estimate to her move : baby chair, a shoe rack and two dressers.  You pay for what you move.

  GGR advises the client to file a claim for issues with her move.

   

   

• Initial Complaint

  Date:07/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Moved from *****, ** to *****, **. We hired GGR to handle the transport of our furniture and belongings. Several items were damaged, and we will go through the process for damages. The complaint is for an expensive missing item. A CA King adjustable be mattress. This mattress was $2500. It didn't show up to *****. GGR has not located it and stopped responding. When the items were picked up, they failed to get the mattress on the truck. They strapped it to the back of the truck. The time we are waiting is ridiculous. We have no bed and aren't interested in spending $2500 on a replacement while we are waiting for GGR to find it.

  Business Response

  Date: 07/08/2024

  Golden Gate Relocation is sorry we have not been able to locate the missing mattress.  We are relieved that the client has filed a claim for loss per the terms of his estimate.  We will continue to search for the mattress and if it is located the client's claim will be dismissed.

• Initial Complaint

  Date:06/16/2024

  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.

  Date of transaction: June 15 2024 They sent movers to come pack my house for a long distance move they estimated about 4900 and I asked the man when he came "hey how much is this gonna total" he did a walkthrough and said "wait till it's in the truck and we'll have final prices" Waited and told him if theres anything we need to remove or do ourselves we will he said no shouldn't differ the price to much after he was done didn't take even 1/4 of there truck and they said ****** dollars and that we needed to pay them immediately like what? I paid my estimate in full and had the extra cash for up to 20% more of the estimate but he raised it from 4900 to ***** then I called there dispatch and they were like we can give you 700 dollars more off which is still 2x over the original estimate we told em everything we had and I even asked for a price before they began packing but I was refused after they raised it and I told them they should have said something before they said it's on the truck so if I cancel now I will loose 100% of the 4900 I already paid so then they just tossed out all my electronics like actually throwing them on the floor from 15 feet away then just took of with the last of my stuff and are charging an extra 750 to deliver it even though it was included in the estimate then we had bought about 50 boxes for them to use but they used there own and charged 25 a box when we said we had the supplies then proceeded to run over not just our stuff but the neighbors too causing property damage and this company is getting reviews beyond negative about breaking loosing and holding items hostage if they refuse to pay

  Business Response

  Date: 06/18/2024

  Golden Gate Relocation is very transparent in providing estimates to clients.  The pricing will not change as long as the client's inventory does not change.  In reviewing this client's inventory the client added the following items: 2 dog crates, small dorm refrigerator , full size refrigerator, 2 nightstands, mirror, footboard, a ******, ottoman, office chair, china cabinet top and bottom, rolling cart and more than 15 additional boxes including 3 garment boxes.  You pay for what you move.  

  Customer Answer

  Date: 06/20/2024

   I am rejecting this response because:
  
  The woman on the phone refused to listen to what I had to say saying it "wasn't on paperwork" so therefore none of this could happen who  would ****** that they threw a customers belongings on the official paperwork and ignored that they had packed the truck before I signed any final paperwork on the phone she told me I would get a quote and was required to sign prior but again never happened they did change the price back to normal but that was after the fact they threw it all out of the truck first finally the woman on the phone said due to my reporting to the BBB anything that goes missing or gets damaged in a threatining tone its not there problem and i was informed i was supposed to be contacted in a few days to pay my last portion for final delivery which i have been waiting for but concerned cause its a few days away

  Business Response

  Date: 06/21/2024

  Golden Gate Relocation  has reviewed the move and the documentation that was provided to the client prior and during his move process.  The client is encouraged to review the terms of his contract and file a claim if he chooses.  

  CLAIM FILING PROCEDURE: As per company TERMS AND CONDITIONS, in the unlikely event a customer realizes that some of their goods are damaged or missing, or if they feel that they have been over-charged or charged for services that they didn't receive prior, during or after services were completed, all customers FULLY understand that they MUST initially give the service provider (Golden Gate Relocation) the FIRST RIGHT to fully investigate and respond in writing with a resolution to their issues.   
  To do so, please contact our claims and customer retention ****************** at www.movingclaims.net  NOTE:  In the event, you are not satisfied when a resolution is made to your claim/complaint against the company, ONLY THEN you may contact any state, city, government, insurance, and consumer group such as the public, media organization, internet website or credit card agency
  By placing a deposit with Golden Gate Relocation, I am agreeing to the Terms & Conditions stated above. 

• Initial Complaint

  Date:06/07/2024

  Type:Order Issues
  Status:

  ResolvedMore 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.

  We moved from ********* to *******************. The estimate for our move was $12000. When the movers arrived May 30th they had vastly underestimated the amount of room need despite us being transparent and even getting rid of 2 sofas and 3 of the dressers that were originally on the quote. We ended up paying g $16000 to move the items. Which was annoying but we didn't argue with them and agreed to pay it. While on the phone with the representative they looked on ****** earth to make sure our street would be OK for the truck to deliver on. Then the day before our items were to be delivered they called and told us we needed to pay an additional 2500 to get our stuff as it would need to be shuttled to the house. The manager yelled at us and referenced the contract that we signed which said if shuttling was required we'd have to pay. We informed them their rep checked prior to us agreeing to use them for our relocation. Their manager went back and reviewed the tape and acknowledged that the representative ******* did intact say that but that we still had to pay if we want our items but they wpuld give us a discount. At the end of the day this experience ended up being one giant bait and switch. What initially was supposed to cost us 12k ended up being 18k. We would have never used this service had the pricing been honest. We had lots of other services which were going investigate.The company even told us you can't *** us you signed a contract. They hid behind such contract to cover up the poor practices of their company. We would like a partial refund. Even if this is not provided we believe their deceptive business practices need to be investigated.

  Business Response

  Date: 06/11/2024

  Golden Gate Relocations is very transparent with our clients regarding the issues the client has raised:

  1.) The client received an estimate for services for 1747 cubes/ 46 items 149 pieces.  At the time of pick up the client had 2400 cf , including more than three times the number of boxes and  15 additional bins.  The client states they accepted that they had more and agreed to the increased price.  The client will pay for the space they use at the time of pick up.  You add more items you pay for the items to be moved.  

  2.) The shuttle fee the client is referring to is notated on the client's contract under the heading : 

  The ********* Services And Rates Are Not Included In ************************************** (varies): A shuttle is required at destination points that cannot accept an 18- wheel semi-trailer. Most situations don't require a shuttle, however, if it is required, it will be charged at the $1/cubic foot to transfer your items, with a minimum of $350.00.

  The moving coordinator reviewed the delivery residence location and NOT the surrounding neighborhood which was not able to negotiate safely with the semi tractor trailer. 

  GGR provided this information to the client prior to signing for services and again twice after the contract signed for services.

   

   

• Initial Complaint

  Date:06/06/2024

  Type:Order Issues
  Status:

  ResolvedMore 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.

  Here's a breakdown of why these statements might be misleading:### Analyzing the Statements 1. **Long-Distance Moving and State to State Moving** - The statements imply that Golden Gate Relocation directly handles the physical process of moving customers' possessions over long distances and between states. - If the company is only coordinating these services through third-party providers and not actually moving the items themselves, customers might feel misled into thinking they were dealing directly with the service providers.2. **White ***** Moving** - The description suggests that Golden Gate Relocation's own staff will be handling the items, wrapping, and packaging them. The use of "our moving truck" reinforces the impression that they own and operate their moving vehicles. - If these tasks are outsourced to another company, the statement could be seen as deceptive, misleading customers about the nature of the service they will receive.3. **Complete Storage Solutions** - The statement gives the impression that Golden Gate Relocation has its own storage facilities and staff skilled in packing and wrapping items. - If they simply contract another company to provide these services, this too could be misleading.### Implications of Misleading Statements If customers choose ******************** based on the belief that they are directly handling all aspects of the moving process, when in fact they are not, this could constitute deceptive business practices. Their promotional materials could indeed be considered misleading.

  Business Response

  Date: 06/11/2024

  Golden Gate Relocation is a *** authorized carrier for household goods.  The client was never picked up so how he is able to make these allegations is unclear.

  1.) GGR does own and lease moving trucks per our tariff with the *** our operating authority.  The crews are GGR employees and the warehouses not storage facilities are also owned by GGR.  

  The client is not being truthful in the real reasons for his dissatisfaction; he was angry that he was not able to charge his move on a credit card which is clearly stated in the contract.  The client lied repeatedly during his verification call ( placed 24 hours prior to pick up date) that he was never advised of this.  His calls with company personnel were pulled and reviewed.   Please see signed contract statements below:

  TERMS OF PAYMENTS: Upon booking, a deposit is required of 35% to be paid in the form of Check by Email.  An additional 8% convenience fee will be charged for all credit card payments. 75% of the remaining balance is due at the pick-up in the form of Money Order, Personal Check or Cashier's Check and Cash will be accepted. Upon Loading for delivery, the balance is due in the form of Wire Transfer or Zelle before truck leaves origin state.  The truck will not be unloaded until the balance is paid in full. In the unlikely event of a bounced check a 10% reprocessing fee will be added to the amount of the bounced check. 

  The client was also provided with this information via email in the welcome email which he stated he didn't have time to read as well as the "fine print" in the contract.  It is 14 point font .  (copied from his welcome email)  It is in all capitals in this email.  

  4.) Acceptable forms of payment for services:
  a.) Deposit at booking: check by email, Zelle, and credit card*
  *An additional 8% convenience fee will be charged for all credit card payments on booking deposit.  CREDIT CARDS WILL NOT BE ACCEPTED FOR ANY OTHER MOVE PAYMENTS. 
  b.) Pick up payment: This payment is 75% of your total move cost  provided to you at pick up by the crew *******.   It is due at the pick up and can be paid by: personal check, cashiers check, money orders, Zelle, cash, or wire transfer. 
  c.) Delivery payment: This is your final payment of 25% of your total move cost.  Upon Loading for delivery, the balance is due in the form of Zelle or Wire Transfer before the truck leaves the origin state.  

  We are sorry the client did not review his contract prior to signing , after he signed or read his email which we provide as added "transparency".  

   

   

• Initial Complaint

  Date:05/28/2024

  Type:Product 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.

  We have had numerous conversations with multiple representatives both phone call and FaceTime, not only that but we sent in video images, we went over inventory and logistics in detail then they tell us that our items may not arrive 2-3 weeks after first available delivery.Fast forward to pickup date and they send a ******* separately, from the truck and this guy is sent to bait and switch your original agreement contracted price. He didnt measure, he just visualized our inventory and DOUBLED our original price. They should have sent someone to evaluate our place if they were unsure of the inventory. So, we ended up sending them away because of how they operate their business and how they poorly treat their customers. Management will not support you, they are just not helpful at all. As soon as they received our deposit, it was like crickets Our new movers confirmed our pickup was similar to the original contract price and inventory levels. They falsely added inventory to our original inventory agreed upon to make more money on us. I have proof of this happening.

  Business Response

  Date: 06/11/2024

  Golden Gate Relocation provides clear transparency to our clients regarding their move costs. 

  1.) The client was provided an estimate based on 1252 cf for  50 items/ 123 pieces.  As per DOT protocol the ******* reviewed the items to be moved prior to loading and presented the client with the on site revised estimate for the client's approval.  GGR offered to move the amount of goods for the quoted price on the client's estimate and the client declined. The client will be charged for the space they require for the goods provided at pick up.  WE do not move items for free.

  2.) The client did have communication on the following dates prior to their move date.

  *Booked Move date: 4/29/2024 for move facilitated 5/24-5/25

  *Welcome text and email: 5/3/2024

  *(3) Texts with moving coordinator regarding changing move dates: 5/20/2024

  * telephone conversation with C.S. manager 5/23/2024

  * telephone call and email for move verification: 5/23/2024

  * telephone conversation with C.S. manager : 5/23/2024

  * telephone conversation with **** manager : 5/23/2024 

   

   

   

   

   

   

   

   

  Customer Answer

  Date: 06/11/2024

   I am rejecting this response because:
  I had multiple conversations with *****, their representative at Golden gate and went through every piece of item we have, approximately 4 conversations, after this I had at least two conversations with ***** and discussed in even greater detail about our items, after speaking with multiple representatives about my items and sending videos, pictures and physically going item by item, we agreed on 6,432.82. 
  On moving day they send a ******* separately to our place to assess our inventory, this is where he did not measure a single item or space, he eye balled our belongings and told us it will be double at ******, classic bate and switch.
  Likely this is because most customers would be forced to go with this abuse due to time or money restraints. How can he look and tell me its double without putting a single item in the truck or measuring a single item? 
  I spoke with a member of management and he was of no help and told me to find someone else to move,maybe because they got my deposit already? I attached pictures of the same size truck they used 26 foot box truck and I was told by the movers and he will vouch for me that they were being dishonest. 
  The ***** cf. agreed to was actually accurate as you can see the photos that the truck is not full and plenty of room to go. Showing that the agreed inventory level was closer to being accurate than doubling my cost at time of move day.
  How can that be justified even if it was off a tad? Nobody measured and nothing was put in the truck and being told this will be 12k to move based on no actual work being done.Additionally, even if inventory was off as they claim, how could the load be off this much with doubling the cost.
  Wouldnt they send someone to our place to measure and rectify their mismanagement of quoting their customers, whats the purpose of detailed videos, pictures, phone conversations taking all inventory and video chatting if your supposedly off by double?? 
  With all that being said, my inventory was at the level agreed upon based on the next movers and truck measurement, there is proof and mover will attest. Yet my cost was doubled without measuring or putting single item into the truck, this is a scam. 
  Looking back now, they knew they wouldnt move me for that price and my new mover said this and also said they could technically pack my truck in a way where its not efficient and inadequate use of space, Im sure that would be next for them if I agreed to accept their fake adjusted price.
  I was not off by double the inventory, clearly. How can you claim this increase without measuring anything or putting anything in the truck, you cant. Pictures tell the story. I can provide moving company who moved me after parting ways with golden gate, this company will attest to this scam.
  i want my deposit back,services were not rendered and justification is not adequately provided, this is a scam. 
  I want my deposit back one way or another, if I have to go to small claims I will do that. 
  
  

  Business Response

  Date: 06/12/2024

  Golden Gate Relocation offered the client to take the contracted amount for the contracted amount and the client declined.  GGR arrived at the pick up location and the ******* advised the client that the items were more than on the estimate and he could  take the contracted amount for the contracted price and leave the balance of goods.  The client declined cancelling the move at that time.  You pay for the space of the truck.