ComplaintsforGolden Gate Relocation, LLC

• Initial Complaint

  07/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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

  06/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  06/07/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  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

  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

  06/06/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  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

  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

  05/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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.

   

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