Complaints

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• Initial Complaint

  Date:10/18/2023

  Type:Sales and Advertising 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.

  My family and I had a terrible experience with King Relocation Services. We moved from ********** to **********. The initial inventory survey and contact with their company was okay. We qualified for the SNAP program which is a container based shipping program (the more containers, the higher the cost). There were several issues with the movers in ********** and with a breakdown in communication with the company. We had sold a lot of our furniture as to decrease the number of containers used. We explicitly told the our coordinator this via email and phone call. During the unpacking phase, we were surprised to find that the packing crew broke our dresser, emptied the contents of the dresser (which was against what were instructed), and used full container for the dresser and its contents. The container was otherwise empty. The crew broke the dresser leg somewhere during the process then tried to cover up the damage by marking it as broken on the inventory sheet which was never brought to our attention and were surprised when it arrived damaged and unusable. The dresser could not physically have been standing if the leg was broken. We had hoped to fit our move into 3 containers and and were surprised to see a broken dresser with only few other items in the 4th storage container which ultimately cost us another container. We are frustrated and disappointed with their lack of professionalism, even moving items clearly labeled not to be packed (i.e. dirty kitchen towels) and even packed their empty tape rolls and water bottles we had provided. After bringing this up to our coordinator, we got round about answers of how they do not tell customers if anything is broken as to not offend the customer. They refunded money for the dresser but did not process the claim for the container which cost us an extra $1,500.

  Business Response

  Date: 09/23/2024

  As Americas largest corporate mover, **************** wants to thank you for taking the time to share your experience with us. We value all feedback as it helps us improve our service.
  
  We apologize for any inconvenience you experienced.However, we would like to clarify that according to our records, while you were not personally present; the loading crew was under the direction of your family members as to what items you desired shipped. Records also indicate that the lead perceived a weakness in the structural integrity of your dresser and packed the contents in an effort to unburden the item from the stress of transport.The additional packing labor and material was of no additional cost to you.Further, the prime directive for a professional moving crew is that of following the direction of those family members you assign as your agent; it is not within the purview of the crew member to voice their opinion at to the worthiness of items shipping.
  
  As well, to recognize what you previously stated, the estimate was reduced from four containers to only two containers being shipped.The volume of the 113 items chosen to ship, including 51 cartons, factually required more than one container. Similar to other shipping modes, and as contractually agreed upon, you are charged for the number of containers that you required.
  
  A remedy to all of the above may have been a repair of the dresser to the original condition. On September 8th of 2023 instructions were sent for online filing of the claim. The interstate tariff provides you nine (9) months from the date of delivery to file your claim form.  The claim for repair was never filed and the deadline elapsed in June of 2024.
  
  While available options for remedy were not exercised, we do want to thank you for sharing your feedback with us. We take all customer concerns seriously and strive to provide the best service possible. According to our records, your order was completed a full one year ago, in September of 2023, and the service was delivered in accordance with our terms. We apologize for any confusion and thank you again for your time, and we look forward to the opportunity to serve you better.