Complaints

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:03/13/2025

  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.

  Needing to move from *****, ***** to ********** *******. I requested a truck for two bedroom. The guy worked out a price for $1800 and he wanted $760 upfront as a deposit. The guy called to confirm pick up this coming up Friday and said my contract did not cover all the stuff that I needed to take to ******* and it would cost me 500 more dollars. So the guy I was talking to on the phone telling me one thing and written down in a contract something totally different over the phone while I was talking with him and agreed to what we were saying verbally I paid him the 760 deposit now theyre saying I cant get the $760 deposit back. I have missed my window of opportunity. I am 100% sure I got shafted by this company. Is there anything yall can do to help , stop them from doing it to somebody else.

  Business Response

  Date: 03/16/2025

  CANCELLATION POLICY: I have read and agree to the terms and conditions as set forth below. As the customer, I agree to pay the total charges for the moving coordinator services to be provided by Relocation Express LLC. I understand that my deposit/fee represents only a portion of my total estimated service charges. Due to scheduling and routing reasons, my deposit/fee is not refundable. I understand that if I cancel my move, I am only entitled to receive a credit of my deposit for future interstate moving services to be used by the cardholder within a 12 month period from the date of cancelation. I understand that if I refuse pickup by the carrier I am forfeiting my deposit.
  
  Document Emailed On: Wednesday, 03/05/2025 05:38:32 PM (ET)
  Document Signature Name: ***** ******
  Document Signature Email: *******************************
  Document Signature Date: Wednesday, 03/05/2025 05:46:55 PM (ET)
  Document Signature IP Address: ***************
  Internet Browser: Safari
  ------------------------------------------------------------------------------------
  
  
  Binding Moving Estimate Job No: E5385734 
  Relocation Express
  ************************
  Pompano FL 33073
  US DOT: 4116149   MC: 1573270
  Customer
  Rep: Admin
  Phone: **************  
  Email: **********************************************************************
  Web: ****************************************
  Moving From Moving To
  ***** Malone 
  *****************************************************;
  House / Ground
  ****, *******;77449 
  Phone: ***********
  
  ******************************* ***** ******
  ********************;
  House / Ground
  **********, *******;32533
  
  
  
  Relocation Details
  Job No: E5385734 
  Estimate Date: 03/05/2025 
  Representative: Admin  
  Visual Type: Waived 
  The shipper has elected to waive the physical and virtual survey and signed the waiver agreement before the shipment is loaded in accordance with 49 CFR ******* (a).
  Move Type: Residential Long Distance, 544 miles 
  Estimated Volume: 300 cf. (2100 lbs)  
  Estimated Rate: $3.50 per cf
  Move Day:  Friday/Saturday 
  Move Date:  03/14/2025-03/15/2025 
  Created On: 03/05/2025  Relocation Estimate 
  Total Tariff  $2604.00
  Tariff Discount: *****% -$1554.00
  Basic Estimate Price  $1050.00
  Fuel Surcharge: 10.00 %  $105.00
  Binding Estimate Fee   $1200.00
  First Time Customer  - $555.00
  Basic Valuation Protection:
  $0.60 per lbs. per article
  $0.00
  Total Moving Estimate  $1800.00
  Customer Payment  $760.00
  Confirm your move via:
  Online Electronic Signature
  Full Value Protection Amount of Liability: $12,600.00 (Optional)
  Deductible Levels: $0 $250 $500 $750 $1000 $1500
  Valuation Charge: $0.00 $0.00 $0.00 $0.00 $0.00 $0.00
  Total Estimate Plus
  Valuation Charge: $1800.00 $1800.00 $1800.00 $1800.00 $1800.00 $1800.00
  Customer's Initials: x_________ x_________ x_________ x_________ x_________ x_________
  WARNING: If a moving company loses or damages your goods, there are 2 different standards for the company`s liability based on the types of rates you pay. BY FEDERAL LAW, THIS FORM MUST CONTAIN A FILLED-IN ESTIMATE OF THE COST OF A MOVE FOR WHICH THE MOVING COMPANY IS LIABLE FOR THE FULL (REPLACEMENT) VALUE OF YOUR GOODS in the event of loss of, or damage to, the goods. This form may also contain an estimate of the cost of a move in which the moving company is liable for FAR LESS than the replacement value of your goods, typically at a lower cost to you. You will select the liability level later, on the bill of lading (contract) for your move. Before selecting a liability level, please read Your Rights and Responsibilities When You Move, and Ready to Move Brochure provided by the moving company, and seek further information at the government website ***********************
  Articles List 10 Items, 22 Pieces
  Qty Items
  1 BENCH, SMALL
  2 BOAT SEAT
  6 BOX, MED. PBO 18X18X18
  1 GENERATOR 4X2X2 Qty Items
  5 PLASTIC BIN, SM.
  1 SOFA, 1 CHAIR
  1 SOFA, 3 SEAT/BED Qty Items
  2 T.V. FLAT SCREEN- 33-60
  2 TABLE, END
  1 TOOL BOX, **. (UP TO 300 LBS)
  Understanding Your Estimate
  Thank you for choosing Relocation Express. We are happy to provide you, the Customer, this estimate based on the list of items and services you requested at the time this estimate was prepared. This BINDING estimate is based upon the specific items to be moved and services ordered as listed on the estimate. Your estimated price will not change unless you order additional services, add additional items to be moved, or additional weight or cubic feet to be moved which are not listed on the estimate. This document is an estimate only and not a contract; it is only binding for the specific services and items listed here within; any deviation of the services listed and ordered will result in a new estimate being issued. In such cases, a revised written visual estimate must be executed prior to any services being performed.
  
   This estimate includes the following services to be performed by the carrier:
  Professional Door to Door service. 
  Expert advice and guidance throughout the course of your move.
  Disassembly of all standard furniture required for safe transportation.
  Reassembly for all items disassembled by the movers on the day of pick-up.
  Wrapping of all furniture with quilted moving blankets.
  Itemized inventory indicating condition at origin.
  Loading & unloading of all goods.
  All transportation, taxes, tolls, mileage, and fuel surcharges.
  Standard cargo protection up to $10,000 based on 0.60 cents per lb per article; if selected at the time the estimate is prepared, estimated cost of the full value protection option at varying deductible levels (these are only estimates and the actual cost is determined by your selection on the carriers bill of lading according to carriers tariff).
  No elevator charges.
  No charge for packing tape and moving pads.
  No date change penalties if your request is made more than 7 business days before your originally scheduled pick-up date. (Summer ***** are subject to change)
  
  
  Note: Elaborate furniture items that need to be disassembled and/or reassembled may require a 3rd party professional servicing or additional labor and should be disclosed to your estimator in advance of the move to be included on the estimate. Disconnecting and reconnecting of appliances is not included in the estimate. Reassembly of any item is subject to the availability of tools and/or parts being available at delivery. Packing, materials, and unpacking services, are available at an additional charge and are only included in this estimate if the service is listed on the services section of the estimate.
  
   Optional ******************** and Additional fees (if applicable to the move): It is customary for the carrier to offer additional service options to the customer. Optional services include, but are not limited to, storage, packing, materials, unpacking, appliance servicing, shuttle, long carry, rigging hoisting and lowering, wooden crating, exclusive use of vehicle, guaranteed delivery, etc. If customer orders an additional service or an additional service is required to complete the move then the charge for the service will be added to the final bill. Optional **************** contract services not included in your estimate include:
  Additional fee if more than 1 flight. Please note: First flight of stairs (up to 10 steps) is included.
  Long carry: first 75 feet are included, each additional 75 feet will be charged at a minimum rate of $75.00 per 75 feet.
  Shuttle service: if semi-trailer cannot get reasonably close to building or house for loading/unloading, a shuttle truck may be required to perform relocation at a minimum charge of $300.
  Packing of fragile/delicate items (such as TVs, glass, etc.); packing and crating services not already listed within proposal; loading of bulky items (such as a motorcycle).
  Packing supplies such as boxes, bubble wrap, etc.
  Storage: any additional month will be charged at $0.50 - $1.50 per cubic foot ($130 minimum).
  For full packing service: All labor and materials to professionally pack all boxes, fragile items, and furniture listed. If additional items are added at time of pick up, then the total price for full service packing will be increased and adjusted by the guaranteed rate provided. A new agreement will be presented at time of pick up.
  VERY IMPORTANT - IF YOU ADD ***** AT PICK-UP OR IF THE ***** ARE A DIFFERENT VOLUME AND/OR WEIGHT FROM WHAT IS ESTIMATED ON THIS AGREEMENT:
  The mover must provide you with a revised estimate.
  Contact our office at **************
   DO NOT allow the mover to load the truck or perform any services BEFORE you CALL US. You must agree in writing to the new estimate. We will assist you with this.
   If you have not signed the mover's revised estimate, and the mover loads the truck, then federal regulation requires that the mover has reaffirmed the original estimate and cannot demand additional payment at delivery for the additional items.
  This is why we ask you to notify us of modifications at least 3 business days before the scheduled pick-up date, to avoid surprises at pick-up! On the day of pick-up, your ******* may offer you a new revised estimate listing all costs for the entire move including the additional services ordered or additional items to be moved, if any.  The total price will be the same as the price listed on this estimate if your inventorys estimated weight/volume has not changed and if you do not require additional services. If your inventorys estimated weight/volume increases or if you require additional services, however, then your price may change based on the rate per pound and/or cubic feet stated in this estimate.
  
  TERMS OF PAYMENTS: Upon booking a 15% deposit (plus binding estimate fee) is required to be paid in the form of cashiers check, or personal check.  At the time of pickup 50% of the balance is due in the form of cashiers check, cash, postal money order. At delivery the balance is due prior to unloading in the form of *********** Money Order or Cash only. The carrier reserves the right to collect up to 70% of balance due prior to the goods leaving the origin state. Subject to federal law, payment in FULL of all charges is required before delivery and prior to unloading Subject to the 110% law, if applicable. All charges are based on carriers full tariff rates. If payment is not made then the carrier may place the goods in storage until payment is made; in such case the customer will be responsible for all storage and redelivery fees.
  
   By signing this Binding Estimate for Services, customer is acknowledging and agreeing to the following:
  Please note that  Relocation Express is a properly licensed interstate Broker. Relocation Express LLC is not a motor carrier and will not transport an individual shippers household goods, but will coordinate and arrange for the transportation of household goods by another ***** authorized motor carrier, whose charges will be determined by it's published tariff.  All estimated charges and final actual charges will be based upon the motor carriers tariff which is available for inspection from the carrier upon reasonable request. In acting as an interstate broker, Relocation Express is not responsible for any acts or omissions of the motor carrier or its employees or agents. Customer agrees to exclusively pursue the motor carrier directly for all claims for property damage, including without limitation, any claims of damage to property, lost or stolen goods, delayed pickup or delivery, actions of estimators, drivers, packers, or movers, or other types of claims.
  PACKING YOUR GOODS: Packing services, materials, and unpacking services, are available at an additional charge and are only included in this estimate if the services are specifically listed on the services section of the estimate.
  ABBREVIATIONS and DEFINITIONS: Motor Carrier or Mover is the actual moving company performing packing, loading, storage, transportation, and offloading services. Customer or Shipper is the customer who contracted with the mover to perform interstate domestic moving services. Broker or shippers agent is the customers coordinator for the move who issues the estimate and brings the customer and the mover together. The broker is not a party to the contract for moving services (bill of lading) between the mover and the customer. Articles listed as follows: Articles listed as CP = Carrier Packed; PBO = Packed By Owner; PO = fragile item to be wrapped with Pads Only per customer.
  MINIMUM SHIPMENT: Customer understands that ********************** has a ****** minimum on all shipments. Any shipment below 2000lbs will be charged at the 2000 lbs rate. 
  CANCELLATION OF SERVICES:  AS THE CUSTOMER, I AGREE TO PAY THE TOTAL CHARGES FOR MOVING COORDINATOR SERVICES TO BE PROVIDED BY Relocation Express. I UNDERSTAND THAT MY DEPOSIT/FEE REPRESENTS ONLY A PORTION OF MY TOTAL ESTIMATED SERVICE CHARGES. DUE TO SCHEDULING AND ROUTING REASONS MY DEPOSIT/FEE IS NOT REFUNDABLE. I UNDERSTAND THAT IF I CANCEL MY MOVE, I AM ONLY ENTITLED TO RECEIVE A CREDIT OF MY DEPOSIT FOR FUTURE INTERSTATE MOVING SERVICES TO BE USED BY THE ACCOUNT HOLDER WITHIN A 12 MONTH PERIOD FROM THE DATE OF CANCELLATION. I MAY CHANGE MY PICK UP DATE, OR PLACE THE MOVE ON HOLD AT LEAST 7 BUSINESS DAYS (SATURDAYS, SUNDAYS AND HOLIDAYS NOT INCLUDED) PRIOR TO THE PACK OR LOAD DATE (WHICHEVER APPLIES) LISTED ABOVE. IF PICKUP IS REFUSED BY CUSTOMER FOR ANY REASON, THE DEPOSIT IS FORFEITED. ALL DEPOSITS WILL SHOW ON YOUR BILLING CYCLE AS Relocation Express LLC. 
  CERTIFICATE OF INSURANCE: Some buildings require a certificate of insurance from the mover. Please check with your building management at both current and new locations regarding their requirements. Please notify your Relocation Specialist and we will be glad to assist you. Note: A fee may apply depending on building requirements.
  PARKING RESTRICTIONS: Customers must confirm parking restrictions with the building/s management or local police department at both current and new locations in order for the carrier to avoid parking violations. If the truck physically or for reasons of parking restrictions cannot park close enough, Long Carrying or ********************* charges will apply and added to the original agreement.
  FURNITURE TRANSPORTATION: The motor carrier requires that all drawers must be emptied prior to the day of move. Furniture with full drawers will not be transported due to high risk of damage to the actual furniture, premises walls and floors.
  UTILITIES / APPLIANCES: Make sure that your utilities and appliances will be turned off and disassembled from electric, gas and water connections prior to the day of your move. We do not disassemble or reassemble any utilities or appliances at both current and new locations on the day of your move-out or move-in.
  VALUATION: The carrier provides two valuation options: Limited liability and full replacement value (FVP). Both plans cover furniture and boxes packed/unpacked by carrier. 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), Carrier 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. Carrier, or its representative, has the right to inspect and repair any alleged damage. Consumer shipper waives all claims against Carrier and Relocation Express. 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, customer agrees and is not permitted to move and we will not accept, transport, or store and  have no liability whatsoever for firearms, jewelry, cash, bank notes, any financial instruments, hazardous materials, pets, liquids or perishable items. 
  ESTIMATED PICK UP AND DELIVERY SCHEDULE: All pickup,  load and/or delivery dates are only estimates and are not guaranteed. Relocation Express will not be responsible for loss or damages incurred by unavoidable delay Relocation Express will act on the behalf of the customer in resolving any claims or delay issues with the carrier.  There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates. IF PICKUP IS REFUSED BY THE CUSTOMER FOR ANY REASON, DEPOSIT IS FORFEITED. The date indicated as 1st available for delivery is first date of the delivery window and not the promised delivery date.  All estimated time of arrivals are subject to change depending on many factors such as traffic, weather conditions, unforeseen mechanical problems or unexpected delays. 
  REVISED WRITTEN ESTIMATES:  If prior to or on the day of the scheduled pick-up the shipper tenders more property or makes a change to the initial order for which they received an estimate; Carrier, or its representative, may either (1) undertake the job with the additional property, in which case the shipper would only be required to pay 10% more than the initial estimate to receive the property on a non-binding estimate or 100% of the binding estimate and the remaining balance will be billed after the 30 day deferment. Or (2) Carrier and shipper may execute a Revised/Rescission document, PRIOR TO LOADING OR OTHERWISE BEGINNING THE **** this revised written estimate given prior to loading will serve as the only active estimate for which charges will be calculated.
  AGREED MANDATORY CHOICE OF LAW, VENUE AND JURISDICTION. If a lawsuit becomes necessary to resolve any dispute between Relocation Express and shipper, said suit shall and must only be brought in circuit or county court in and for **************, *******. Suits involving disputed over interstate shipments must be limited to the governing federal law. Both parties agree to submit themselves to the jurisdiction of the ************** and agree given the relationship to the state, such exercise is reasonable and lawful. Shipper consents to jurisdiction in **************, ********
  AGENTS: Carrier may use agents/independent sub-contractors on all orders. Additionally, unless customer purchased an exclusive use of the vehicle option, there is no guarantee that the property will not be temporarily stored or offloaded and reloaded onto a different vehicle then performed pickup and consolidated with other shipments.
  CLAIMS: Relocation Express is not responsible for any acts or omissions of the carrier or its employees or agents. Customer agrees to exclusively pursue the carrier directly for all claims for property damage, including without limitation, any claims of damage to property, lost or stolen goods, delayed pickup or delivery, actions of estimators, drivers, packers, or movers, or other types of claims. Carrier shall not be liable for the loss or damage of the goods unless claim is made in writing supported by proof of ownership, value, and weight. As a condition precedent, all outstanding monies due for services must be paid in full before any claim can be made. Claims must be filed within 9 months of delivery or demand thereof is refused and must be limited to the destination descriptions of damages for each item on the inventory logs. All damages and missing items must be noted on the inventory logs. Damage indications must specify each item damaged at the time of delivery.
  SUMMARY OF DISPUTE SETTLEMENT PROGRAM: Summary of dispute settlement program:  The neutral arbitration program has been designed to give neither party any special advantage.  If a dispute arises between Carrier and the shipper arbitration may be a mutually beneficial alternative to help resolve the dispute. Section 49 CFR Section ******* provides that a mover must have a program in place to provide shippers with an Arbitration alternative.  Arbitration is optional and not required under Federal law.  A. Summary of the arbitration process: Arbitration is an alternative to courtroom litigation. It provides each party to the dispute to present their cases and allows a neutral third party arbitrator to make decision as to the merits of each sides case. Arbitration subject to this agreement shall be conducted via written submission and, subject to the arbitrators discretion, through telephonic appearance.  After the initial filing fees have been paid and the arbitrator selected, the initiating party or Claimant must submit a written brief summarizing their legal position and factual claims. All supporting documentation must be included with the initial arbitration brief.  Copies of all documents must be submitted to all parties involved in the arbitration. Upon receipt of the Claimants arbitration brief and supporting documents, the responding party or Respondent will have 30 days to file their responsive arbitration brief and supporting documentation.  Further deadlines and timetables are subject to the arbitrators discretion.  B. Legal effects: If the arbitration alternative is chosen, then any decision made by the arbitrator may be binding. Additionally, an arbitration decision may not be appealed in a court of law. All parties agree that the Arbitrators decision will be based exclusively on the governing United States Federal Law without regard to conflicting State laws or regulations. C. Applicable costs: Each party is responsible for their own costs associated with arbitration. A benefit to the arbitration alternative may be that it is less expensive than traditional litigation. Each party is responsible for 50% of the costs associated with securing the arbitrator and 100% of their own expenses, including but not limited to attorney fees.  There is a $250 filing fee FOR EACH PARTY and a supplemental charge of $50 administration fee.  Call carrier at phone number on front of this form for ADR processing forms.
  Notice of Maximum amount due upon delivery: Final charges will be based on actual weight or cubic feet/volume of property and services provided. Maximum amount demanded at time of delivery, prior to unloading, is the amount of the non-binding estimate plus 10%; or 100% of the binding estimate. Actual charges may exceed the amount of estimate if additional services were ordered or required to be performed; if customer moved additional items, weight, or cubic feet; or if extra service options such as packing or storage were necessary.
  NOTE: Customer has agreed to receive and subsequently received the ***** publications Ready to Move? Tips for a ********************* Move and Your Rights and Responsibilities When you Move via  hyperlink and accessed the Federal consumer protection information in the Internet. Additionally, In accordance with 49 CFR 371.113(c)(1), customer agrees to waive a physical survey of the household goods and alternatively agrees to receive a Binding Estimate based upon the customer provided item list of property to be transported and services ordered. The terms of this estimate and all services to be provided are subject to the carrier's tariffs, incorporated by reference and available for inspection upon reasonable request at the carrier's offices.
  You further agree that your use of the e-signature feature of this E Document constitutes an "electronic signature" as defined by the Electronic Signatures in Global and National Commerce Act ("E-Sign") and the Uniform Electronic Transactions Act ("UETA") and that you have formed, executed, entered into, accepted the terms of, and otherwise authenticated the terms specified herein for the use of the e-signature feature of this Electronic Document. You further acknowledge and agree that proceeding to use the e-signature feature of this Electronic Document email constitutes your full agreement to all terms and conditions contained herein and that such agreement is an "electronic record" for purposes of E-Sign, UETA, and the Uniform Computer Information Transactions Act and as such is completely valid, has legal effect, is enforceable, and is binding on, and non-refutable by you and the member on whose behalf you are acting, if different, as if it were any other duly executed paper contract.
  
  By your use of the e-signature feature of this Electronic Emailed Document you are deemed to have read every record and document before electronically signing same. If you do not understand any record or document, then you agree to communicate directly with an appropriate agent of Relocation Express concerning your understanding prior to your continued use of the e-signature feature of this Electronic Emailed Document. By your use of the e-signature feature of this Electronic Document, you consent to jurisdiction and venue in **************, ***********************, for any dispute arising out of same, and you further agree that Relocation Express shall be entitled to reasonable attorneys fees, including pre-litigation fees, for enforcement in any court of any of the terms and conditions contained herein.
  
   Finally, you agree to immediately notify Relocation Express of any change in your e-mail address.
  Click on the following links for "Your Rights and Responsibilities"
  "Ready to Move" Brochure"
  UPDATED: Ready to Move? Tips for a ********************* Move
  "Your Rights & Responsibilities"
  UPDATED: Your Rights and Responsibilities When You Move
  Click on Online Electronic Signature to confirm your move online.
  
  If you no longer wish to receive emails from Relocation Express, please click on unsubscribe
  Electronic Signature:
  CANCELLATION POLICY: I have read and agree to the terms and conditions as set forth below. As the customer, I agree to pay the total charges for the moving coordinator services to be provided by Relocation Express LLC. I understand that my deposit/fee represents only a portion of my total estimated service charges. Due to scheduling and routing reasons, my deposit/fee is not refundable. I understand that if I cancel my move, I am only entitled to receive a credit of my deposit for future interstate moving services to be used by the cardholder within a 12 month period from the date of cancelation. I understand that if I refuse pickup by the carrier I am forfeiting my deposit.
  
  Document Emailed On: Wednesday, 03/05/2025 05:38:32 PM (ET)
  Document Signature Name: ***** ******
  Document Signature Email: *******************************
  Document Signature Date: Wednesday, 03/05/2025 05:46:55 PM (ET)
  Document Signature IP Address: ***************
  Internet Browser: Safari
  ------------------------------------------------------------------------------------

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23057770
  
  I am rejecting this response because: on March 14, which would be a Friday the moving company was supposed to show up at ******************************************************************. I put a $760 deposit down Four 300 square-foot on a Truck

  The truck was supposed to show up between 7 AM and 9 AM Friday , they never showed Up.

  The guy called me on the 12th and started going over the stuff that was supposed to be picked up on the phone then he determined that I didnt have enough space so he wanted me to pay 500 more dollars Then that would buy me more space and if we needed more space after that, I would have to pay more money so The guy I was talking to that they just needed to show up at my house between 7 AM and 9 AM on the 14th and if my contract said I had 300 square-foot I would use a 300 ft.. But they never showed up so theyre in breach of contract and I want my $760 deposit back. Its a big scam to begin with. I never asked for 300 square-foot they wrote that up in a contract. I electronically signed the contract on my fault not looking the whole thing over. Yes, I understand it in the contract. It was only for 300 square-foot which might not have been enough room, but regardless, if it was or wasnt, I put a deposit for that at $760 and they never gave me the opportunity to put my stuff in that spot that they took my deposit for by not showing up on the 14th so I feel like they owe me a full $760 deposit back credited to the same card that They took it from

  .
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 03/17/2025

  You hang up on us when were were ting to work things out 

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23057770
  
  I am rejecting this because it was clearly stated to me through the guy calling me that I only had 300 square-foot of the truck, and the whole truck would not be mine. The only way I could get more space for my stuff was to pay him more money. I did not accept that so I told him I was not giving them anymore money because once I pay another $500 and you show up youre gonna want more money and more money and more money so I decided and confirmed with the man on the phone that his arrival time would be between 7 AM and 9 AM that Friday. I told him to show up at my house that Friday and yet no one showed up so they are in breach of contract for not showing up. I paid $760 deposit for them to show up and give me 300 square-foot just like the contract said now that date has passed And I cant go back in time. Bottom line is they owe me my deposit back because they did not follow through on their end. This place is a scam. They tell you one thing right down another and then when you have it all arranged, they wait until the window of opportunity to get any deposit back is gone then they call you to arrange for them to get more money out of you or better yet. Just get you to the point aggravated that you wont , have them do the job at all and they keep your deposit well that didnt happen with me. I pacifically had confirmation from him that his arrival time would be 7 AM to 9 AM that morning then I told him to show up and then hung up. I do believe I deserve to get what I had paid for in my deposit and was not able to get that because they did not show up to give me that now it is way too late. I want my $700 deposit back into my account ASAP. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:02/20/2025

  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.

  I spoke with ***** regarding our move. When the movers showed up they stated they did not have the room. Here are the series of events:We agreed to a 9/28 or 9/29 move date because we were splitting a truck with another person.The company called on 9/28 to let us know the move date would be 9/29 between 12 and 2 pm EST The movers called at 5:25 stating they would be at my house after 9 pm. If I prefer they could move me to 9/29 between 8 to 10 AM EST. I agreed The supervisor called me back to say if I did not take the 7 to 9pm time slot, I would be moved to 10/1. I told him the mover suggested I change and agreed to 7 to 9PM.The mover texted me at 9:41 letting me know they were 30 minutes away.The movers showed up at 10:30 asking to take photos of the items They asked me for the list however the website I went to said the document expired. I provided them with the list. They stated they did not have room on the truck and wanted an additional 7000 to put the items on the truck.I stated the agreement with ***** at your company, they said they received the call for the move 4 hours ago and showed me the space and again said the listed items would not fit, they had enough room for one bedroom. I told them we agreed to the list of items for this move. They said they could not accommodate us and I would need to follow up with relocation express. I am requesting a full refund of my deposit because the movers said they did not have the space to move the list we agreed to. I am still fighting this issue I did nothing wrong. The people they contracted for this move said they did not have the room and they were contacted to do the move that day. It takes a special type of human to take advantage of people this way. I have video recording of the truck and the mo ers stating they do not have the room. It has taken me this long to obtain a copy of the contract. I

  Business Response

  Date: 03/17/2025

  first we re hearing about this we will look into this

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 22969494
  
  I am rejecting this response because:
  I am happy they are looking into it but this does not resolve the issue. I called numerous times and was told via email and phone that  my case was escalated to a manager. Because the movers did not have room on the truck, I did not receive the services I paid for. I would like a refund. Thank you for taking the time to review this issue. 
  Sincerely,
  
  ****** *********

  Business Response

  Date: 03/19/2025

  we just found about this last night give us a second

• Initial Complaint

  Date:02/19/2025

  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.

  On December 14th 2024 I was quoted $2,574.95 for our move from ******** to *****. I then paid $887 deposit. We first scheduled a move December 27th 2024. Things happened and we were unable to move that date so we put our move on hold. When it was time for us to move again in February I contacted them to set up a date several times which took multiple calls and emails to get through to someone. I got a new binding contract to pick up February 10th 2025.February 10th came around and no one showed up nor we were contacted about a delay. We knew the window so we waited to February 11th, but near the end of the day and no movers and no contact about a delay we decided to contact the company. I called and asked what was happening and I was told let me contact the driver I will get back to you. I never got called back and the day was over and the office was now closed. I called the next day and I got another person that told me the exact same thing. After 2 hours of waiting for a call back I decided to call again and got the same exact response. I then again waited and got no response. So I called again and got the same exact response. So I told my husband to contact them while I emailed them. My email was answered that I was on hold with customer service. Which was my husband so I got no email answering my alone question. They essentially had no answer to why we had no movers at our house even after the 2 day window. I finally got a call on February 12th from the movers stating that the last they heard about us was that our move was canceled and we were never put back on the schedule even with a signed contract. They said they would be there the next day. When the movers got thre they just looked at our stuff and immediately said this is more than what they put on the contract. The movers said The companies computer system is off and not a good estimate we were charged $4,314.00. I emailed and called and now the company isnt answering & were out money we dont have.

  Business Response

  Date: 03/05/2025

  we will look into it

• Initial Complaint

  Date:12/18/2024

  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.

  Relocation Express LLC. - Company is a ****/FRAUD.Signed & paid deposit ($750) for contract rec'd by sales agent ***** ****** showing a total moving cost of $1,985.00 on 11/12/24, from *****, ** to *****, **. When the items were finally picked up by 3rd moving company, ***** Expedite **************** the contract sent to them was different showing a total moving amount of $3,357.50. They were provided a completely different contract & had removed the discounts listed on the original contract. I was also informed that I was being charged $500 because I changed the date of pick up by 1 day. Company never showed up or called the the date rescheduled. They changed the dates & times 3 times after that so I requested the $500 to be credited towards the balance. I was assured it would be credited but nothing was done. I was treated horribly & lied to by the manager, ***** *******, yelled at by a ************ manager (Sala ****************) that showed up to my home (2nd attempt) for pick up at 11:00 PM, phone ************ messages were completely ignored by sales person ***** ******, and the only office staff, ***** which also hung up on me when I demanded to speak with the manager. I was trying to do ********************* to get to my final destination on a limited budget (had already quit my job for the move) due to my mother's declining health. She was getting worse each day so having to deal with such an unprofessional & conniving company was beyond stressful. I truly *********** someone puts a stop to this *************** affiliates, ********************************. before it happens to someone else.

  Business Response

  Date: 12/18/2024

  I understand that moving can be a stressful process, and I appreciate the opportunity to address your concerns.
  First, I want to assure you that you were charged accurately based on the amount of space your belongings occupied on the truck. We are committed to providing transparent and fair pricing. Its important to note that moving is a luxury service, and the costs associatedsuch as labor, long-distance transportation, fuel, and insurancereflect the complexity and resources required to ensure your belongings are safely handled and delivered.
  While moving services offer convenience, they may not always be the most economical option compared to renting a truck and handling the move yourself. However, we strive to make the experience as seamless as possible for our customers.
  Regarding the adjustment of your pick-up dates, I understand this caused frustration. Last-minute changes can be challenging to accommodate due to the coordination required with other customers and moving crews. This logistical complexity may sometimes involve partnering with additional companies to fulfill commitments.
  We regret that the experience didnt meet your expectations and want to assure you that we value your feedback. It helps us improve our processes and better serve our customers. While we believe the price you paid was fair given the service provided, we understand your disappointment and are sorry it did not align with your expectations.
  Thank you again for sharing your concerns, and we sincerely apologize for any inconvenience you experienced.
  

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22703323
  
  I am rejecting this response because: A lot of inventory items on the original contract for Relocation Express were purposely removed from me (at the time of pick-up) so the pricing would not go any higher then I had agreed to pay. Inventory items removed as follows: (2) sets of patio furniture, bike, dog crate and number of boxes (less than 10).

  Again, I was on a tight budget and could not afford more. In fact, the carrier/driver had not even looked at all the items in my home for pick-up & waited at least an hour to receive the contract from his manager at M & R Moving & Storage. I showed the driver the contract I had agreed upon with Relocation Express & how all the discounts were removed from M & R's. Driver stated, "this was not the 1st time he had seen this done to a customer".  

  Again, I was clearly mislead by the sales associate, ***** ****** & his Manager, ***** on the pricing. As shown on the original contract, all the discounts were removed once the carriers received the order from Relocation Express.  I was rushed into making a deposit for the contract I received from the sales associate, ***** ******. Then, I was rushed again by the manager, ***** to pay an add'l $500. He first stated it was due to the change of pick-up date (1 day later), then he changed that reason & stated that it was due for adding more items to the inventory list. He claimed it was better for me to pay the $500 at that time with him, then when the carrier showed up & have them charge me $2,000.00. He then went back to change the reason AGAIN that it was for my date change. When I attempted to discuss the pricing with *****, he clearly & rudely stated for me to FORGET the pricing the sales associated, ***** ****** had sent to me & I signed off on.

  After the 1st disaster of not showing up or calling for the 1st scheduled pick-up, I attempted to get my money back only to be spoken down to & treated  horribly.  At one point, office staff, ***** **** up on me and would not answer my calls. After the disaster of the 2nd pick up attempt, I was reassured the $500 would be credited towards my final bill and once again due their changing of pick-*** date. NO $500 credit shown anywhere. 

  My calls & text messages were completely ignored by every staff member when I continued to try to get some resolution. With all said, Relocation Express is once again making FALSE statements with the pricing I originally agreed upon and their so called, highest quality of service. 

   

  Sincerely,
  
  ****** Babun ******

  Business Response

  Date: 01/12/2025

  this is being looked at

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22703323
  
  I am rejecting this response because: Message from business is not an actual response other that it's "being looked at:. It's not stating any time frame or resolution/refund as requested. Based on all the documentation I provided BBB, this company & my statement/conversations with each individual involved, it clearly proofs I was taken advantage of & my limited funds available for the relocation were stolen.  

  
  Sincerely,
  
  ****** Babun ******

  Business Response

  Date: 01/14/2025

  we are still looking into it

  Customer Answer

  Date: 01/30/2025

  I never received any status on my request from the company other than they were still looking into it. It's been weeks now. I'm still requesting this company make the effort to pay was is owned to me that I was over charged.

   

  Thank you,

  ******

  Business Response

  Date: 02/02/2025

  we are still looking into it

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22703323
  
  I am rejecting this response because: CLEARLY they are not looking into anything and they don't care that they basically stoled the little money I had for the move.   
  
  Sincerely,
  
  ****** Babun ******

  Business Response

  Date: 02/16/2025

  we are looking into it

• Initial Complaint

  Date:11/26/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 10/13/24 I approved an estimate for Relocation Express to provide moving services. I explained that the items were to be delivered to my home on 10/28/24. The Relocation Express representative selected a pick-up date of 10/24/24. At no point was it explained to me that Relocation Express is a moving broker, Relocation Express coordinates services with another carrier. It was also not explained to me that Relocation Express could not guarantee the delivery date, I was misled to believe that there was adequate time after my pick-up date for my belongings to be delivered to my home on 10/24/24. On 10/23/24 I attempted to confirm the pickup time with Relocation Express over the phone and email but was not provided with a response. Between 10/24/24 and 10/28/24 I contacted Relocation Express on several occasions but was not given accurate information on when the carrier would be delivering my belongings. I was told 4 hours before the delivery that the driver was delivering my belongings, which did not provide adequate time to be ready for the delivery.

• Initial Complaint

  Date:10/23/2024

  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.

  July 1st,2024. Paid deposit of $2965.25.Was guaranteed the deposit was fully refundable. Called for refund today and was told that there is no refund at all. No exceptions. My emails from the "moving specialist" are all reverted to a generic form email somehow..."Relocation Express ************************************************************* Phone: ************** DOT #: ******* MC #: ******* Hello ******,Thank you for your interest in Relocation Express moving services.Please click on your move number ******* to view your moving estimate.Thank You and Best Regards,***** ****** Relocation Express ************** ********************************************************************** ****************************************"All of my correspondence was detailed in all of the emails... but they only show the above text now. There are emails that tell me that they are ready to start my move, but they do not contain any pertinent details... it's like all the evidence has been deleted!

  Business Response

  Date: 10/24/2024

  Hi,

   

  I have attached the contract that you signed. It its time stamped and show's the ** address it was signed from. The first thing it says is that this deposit is non refundable. It even makes you do an extra step where you have to check a box next to a statement again telling you it is non refundable. You can still choose to use it towards a credit for a future move using us with in the next year. Please see contract bellow.

   

  Electronic Signature:
  CANCELLATION POLICY: I have read and agree to the terms and conditions as set forth below. As the customer, I agree to pay the total charges for the moving coordinator services to be provided by Relocation Express LLC. I understand that my deposit/fee represents only a portion of my total estimated service charges. Due to scheduling and routing reasons, my deposit/fee is not refundable. I understand that if I cancel my move, I am only entitled to receive a credit of my deposit for future interstate moving services to be used by the cardholder within a 12 month period from the date of cancelation. I understand that if I refuse pickup by the carrier I am forfeiting my deposit.
  
  Document Emailed On: Monday, 07/01/2024 05:28:42 PM (ET)
  Document Signature Name: ****** *******
  Document Signature Email: *****************************
  Document Signature Date: Monday, 07/01/2024 05:30:13 PM (ET)
  Document Signature ** Address: ************
  Internet Browser: Chrome
  ------------------------------------------------------------------------------------
  
  
  Binding Moving Estimate Job No: E5381383 
  Relocation Express
  ************************
  Pompano FL 33073
  US DOT: 4116149   MC: 1573270
  Customer
  Rep: *****
  Phone: **************  
  Email: **********************************************************************
  Web: ****************************************
  Moving From Moving To
  ****** Solberg 
  3037 Shady Court 
  House
  **********, *******;88310 
  Phone: **********
  
  ***************************** ****** *******
  Tbd 
  House
  ***********************, *******;32547
  Phone: **********
  
  
  Relocation Details
  Job No: E5381383 
  Estimate Date: 07/01/2024 
  Representative: Brian  
  Visual Type: Waived 
  The shipper has elected to waive the physical and virtual survey and signed the waiver agreement before the shipment is loaded in accordance with 49 CFR ******* (a).
  Move Type: Residential Long Distance, 1237 miles 
  Estimated Volume: 1700 cf. (***** lbs)  
  Estimated Rate: $3.50 per cf
  Move Day:  Saturday/Sunday 
  Move Date:  07/20/2024-07/21/2024 
  Created On: 06/30/2024  Relocation Estimate 
  Total Tariff  $13848.00
  Tariff Discount: *****% -$7898.00
  Basic Estimate Price  $5950.00
  Fuel Surcharge: 10.00 %  $595.00
  Binding Moving Estimate   $2500.00
  Military Veteran/  - $500.00
  Basic Valuation Protection:
  $0.60 per lbs. per article
  $0.00
  Total Moving Estimate  $8545.00
  Customer Payment   $2965.25
  Confirm your move via:
  Online Electronic Signature
  Full Value Protection Amount of Liability: $71,400.00 (Optional)
  Deductible Levels: $0 $250 $500 $750 $1000 $1500
  Valuation Charge: $0.00 $0.00 $0.00 $0.00 $0.00 $0.00
  Total Estimate Plus
  Valuation Charge: $8545.00 $8545.00 $8545.00 $8545.00 $8545.00 $8545.00
  Customer's Initials: x_________ x_________ x_________ x_________ x_________ x_________
  WARNING: If a moving company loses or damages your goods, there are 2 different standards for the company`s liability based on the types of rates you pay. BY FEDERAL LAW, THIS FORM MUST CONTAIN A FILLED-IN ESTIMATE OF THE COST OF A MOVE FOR WHICH THE MOVING COMPANY IS LIABLE FOR THE FULL (REPLACEMENT) VALUE OF YOUR GOODS in the event of loss of, or damage to, the goods. This form may also contain an estimate of the cost of a move in which the moving company is liable for FAR LESS than the replacement value of your goods, typically at a lower cost to you. You will select the liability level later, on the bill of lading (contract) for your move. Before selecting a liability level, please read Your Rights and Responsibilities When You Move, and Ready to Move Brochure provided by the moving company, and seek further information at the government website ***********************
  Articles List 1 Items, 1 Pieces
  Qty Items
  1 1700 CF Qty Items Qty Items
  Understanding Your Estimate
  Thank you for choosing Relocation Express. We are happy to provide you, the Customer, this estimate based on the list of items and services you requested at the time this estimate was prepared. This BINDING estimate is based upon the specific items to be moved and services ordered as listed on the estimate. Your estimated price will not change unless you order additional services, add additional items to be moved, or additional weight or cubic feet to be moved which are not listed on the estimate. This document is an estimate only and not a contract; it is only binding for the specific services and items listed here within; any deviation of the services listed and ordered will result in a new estimate being issued. In such cases, a revised written visual estimate must be executed prior to any services being performed.
  
   This estimate includes the following services to be performed by the carrier:
  Professional Door to Door service. 
  Expert advice and guidance throughout the course of your move.
  Disassembly of all standard furniture required for safe transportation.
  Reassembly for all items disassembled by the movers on the day of pick-up.
  Wrapping of all furniture with quilted moving blankets.
  Itemized inventory indicating condition at origin.
  Loading & unloading of all goods.
  All transportation, taxes, tolls, mileage, and fuel surcharges.
  Standard cargo protection up to $10,000 based on 0.60 cents per lb per article; if selected at the time the estimate is prepared, estimated cost of the full value protection option at varying deductible levels (these are only estimates and the actual cost is determined by your selection on the carriers bill of lading according to carriers tariff).
  No elevator charges.
  No charge for packing tape and moving pads.
  No date change penalties if your request is made more than 7 business days before your originally scheduled pick-up date. (Summer ***** are subject to change)
  
  
  Note: Elaborate furniture items that need to be disassembled and/or reassembled may require a 3rd party professional servicing or additional labor and should be disclosed to your estimator in advance of the move to be included on the estimate. Disconnecting and reconnecting of appliances is not included in the estimate. Reassembly of any item is subject to the availability of tools and/or parts being available at delivery. Packing, materials, and unpacking services, are available at an additional charge and are only included in this estimate if the service is listed on the services section of the estimate.
  
   Optional ******************** and Additional fees (if applicable to the move): It is customary for the carrier to offer additional service options to the customer. Optional services include, but are not limited to, storage, packing, materials, unpacking, appliance servicing, shuttle, long carry, rigging hoisting and lowering, wooden crating, exclusive use of vehicle, guaranteed delivery, etc. If customer orders an additional service or an additional service is required to complete the move then the charge for the service will be added to the final bill. Optional **************** contract services not included in your estimate include:
  Additional fee if more than 1 flight. Please note: First flight of stairs (up to 10 steps) is included.
  Long carry: first 75 feet are included, each additional 75 feet will be charged at a minimum rate of $75.00 per 75 feet.
  Shuttle service: if semi-trailer cannot get reasonably close to building or house for loading/unloading, a shuttle truck may be required to perform relocation at a minimum charge of $300.
  Packing of fragile/delicate items (such as TVs, glass, etc.); packing and crating services not already listed within proposal; loading of bulky items (such as a motorcycle).
  Packing supplies such as boxes, bubble wrap, etc.
  Storage: any additional month will be charged at $0.50 - $1.50 per cubic foot ($130 minimum).
  For full packing service: All labor and materials to professionally pack all boxes, fragile items, and furniture listed. If additional items are added at time of pick up, then the total price for full service packing will be increased and adjusted by the guaranteed rate provided. A new agreement will be presented at time of pick up.
  VERY IMPORTANT - IF YOU ADD ***** AT PICK-UP OR IF THE ***** ARE A DIFFERENT VOLUME AND/OR WEIGHT FROM WHAT IS ESTIMATED ON THIS AGREEMENT:
  The mover must provide you with a revised estimate.
  Contact our office at **************
   DO NOT allow the mover to load the truck or perform any services BEFORE you CALL US. You must agree in writing to the new estimate. We will assist you with this.
   If you have not signed the mover's revised estimate, and the mover loads the truck, then federal regulation requires that the mover has reaffirmed the original estimate and cannot demand additional payment at delivery for the additional items.
  This is why we ask you to notify us of modifications at least 3 business days before the scheduled pick-up date, to avoid surprises at pick-up! On the day of pick-up, your ******* may offer you a new revised estimate listing all costs for the entire move including the additional services ordered or additional items to be moved, if any.  The total price will be the same as the price listed on this estimate if your inventorys estimated weight/volume has not changed and if you do not require additional services. If your inventorys estimated weight/volume increases or if you require additional services, however, then your price may change based on the rate per pound and/or cubic feet stated in this estimate.
  
  TERMS OF PAYMENTS: Upon booking a 15% deposit (plus binding estimate fee) is required to be paid in the form of cashiers check, or personal check.  At the time of pickup 50% of the balance is due in the form of cashiers check, cash, postal money order. At delivery the balance is due prior to unloading in the form of *********** Money Order or Cash only. The carrier reserves the right to collect up to 70% of balance due prior to the goods leaving the origin state. Subject to federal law, payment in FULL of all charges is required before delivery and prior to unloading Subject to the 110% law, if applicable. All charges are based on carriers full tariff rates. If payment is not made then the carrier may place the goods in storage until payment is made; in such case the customer will be responsible for all storage and redelivery fees.
  
   By signing this Binding Estimate for Services, customer is acknowledging and agreeing to the following:
  Please note that  Relocation Express is a properly licensed interstate Broker. Relocation Express LLC is not a motor carrier and will not transport an individual shippers household goods, but will coordinate and arrange for the transportation of household goods by another ***** authorized motor carrier, whose charges will be determined by it's published tariff.  All estimated charges and final actual charges will be based upon the motor carriers tariff which is available for inspection from the carrier upon reasonable request. In acting as an interstate broker, Relocation Express is not responsible for any acts or omissions of the motor carrier or its employees or agents. Customer agrees to exclusively pursue the motor carrier directly for all claims for property damage, including without limitation, any claims of damage to property, lost or stolen goods, delayed pickup or delivery, actions of estimators, drivers, packers, or movers, or other types of claims.
  PACKING YOUR GOODS: Packing services, materials, and unpacking services, are available at an additional charge and are only included in this estimate if the services are specifically listed on the services section of the estimate.
  ABBREVIATIONS and DEFINITIONS: Motor Carrier or Mover is the actual moving company performing packing, loading, storage, transportation, and offloading services. Customer or Shipper is the customer who contracted with the mover to perform interstate domestic moving services. Broker or shippers agent is the customers coordinator for the move who issues the estimate and brings the customer and the mover together. The broker is not a party to the contract for moving services (bill of lading) between the mover and the customer. Articles listed as follows: Articles listed as CP = Carrier Packed; PBO = Packed By Owner; PO = fragile item to be wrapped with Pads Only per customer.
  MINIMUM SH**MENT: Customer understands that ********************** has a ****** minimum on all shipments. Any shipment below 2000lbs will be charged at the 2000 lbs rate. 
  CANCELLATION OF SERVICES:  AS THE CUSTOMER, I AGREE TO PAY THE TOTAL CHARGES FOR MOVING COORDINATOR SERVICES TO BE PROVIDED BY Relocation Express. I UNDERSTAND THAT MY DEPOSIT/FEE REPRESENTS ONLY A PORTION OF MY TOTAL ESTIMATED SERVICE CHARGES. DUE TO SCHEDULING AND ROUTING REASONS MY DEPOSIT/FEE IS NOT REFUNDABLE. I UNDERSTAND THAT IF I CANCEL MY MOVE, I AM ONLY ENTITLED TO RECEIVE A CREDIT OF MY DEPOSIT FOR FUTURE INTERSTATE MOVING SERVICES TO BE USED BY THE ACCOUNT HOLDER WITHIN A 12 MONTH PERIOD FROM THE DATE OF CANCELLATION. I MAY CHANGE MY PICK UP DATE, OR PLACE THE MOVE ON HOLD AT LEAST 7 BUSINESS DAYS (SATURDAYS, SUNDAYS AND HOLIDAYS NOT INCLUDED) PRIOR TO THE PACK OR LOAD DATE (WHICHEVER APPLIES) LISTED ABOVE. IF PICKUP IS REFUSED BY CUSTOMER FOR ANY REASON, THE DEPOSIT IS FORFEITED. ALL DEPOSITS WILL SHOW ON YOUR BILLING CYCLE AS Relocation Express LLC. 
  CERTIFICATE OF INSURANCE: Some buildings require a certificate of insurance from the mover. Please check with your building management at both current and new locations regarding their requirements. Please notify your Relocation Specialist and we will be glad to assist you. Note: A fee may apply depending on building requirements.
  PARKING RESTRICTIONS: Customers must confirm parking restrictions with the building/s management or local police department at both current and new locations in order for the carrier to avoid parking violations. If the truck physically or for reasons of parking restrictions cannot park close enough, Long Carrying or ********************* charges will apply and added to the original agreement.
  FURNITURE TRANSPORTATION: The motor carrier requires that all drawers must be emptied prior to the day of move. Furniture with full drawers will not be transported due to high risk of damage to the actual furniture, premises walls and floors.
  UTILITIES / APPLIANCES: Make sure that your utilities and appliances will be turned off and disassembled from electric, gas and water connections prior to the day of your move. We do not disassemble or reassemble any utilities or appliances at both current and new locations on the day of your move-out or move-in.
  VALUATION: The carrier provides two valuation options: Limited liability and full replacement value (FVP). Both plans cover furniture and boxes packed/unpacked by carrier. 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), Carrier 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. Carrier, or its representative, has the right to inspect and repair any alleged damage. Consumer shipper waives all claims against Carrier and Relocation Express. 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, customer agrees and is not permitted to move and we will not accept, transport, or store and  have no liability whatsoever for firearms, jewelry, cash, bank notes, any financial instruments, hazardous materials, pets, liquids or perishable items. 
  ESTIMATED PICK UP AND DELIVERY SCHEDULE: All pickup,  load and/or delivery dates are only estimates and are not guaranteed. Relocation Express will not be responsible for loss or damages incurred by unavoidable delay Relocation Express will act on the behalf of the customer in resolving any claims or delay issues with the carrier.  There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates. IF PICKUP IS REFUSED BY THE CUSTOMER FOR ANY REASON, DEPOSIT IS FORFEITED. The date indicated as 1st available for delivery is first date of the delivery window and not the promised delivery date.  All estimated time of arrivals are subject to change depending on many factors such as traffic, weather conditions, unforeseen mechanical problems or unexpected delays. 
  REVISED WRITTEN ESTIMATES:  If prior to or on the day of the scheduled pick-up the shipper tenders more property or makes a change to the initial order for which they received an estimate; Carrier, or its representative, may either (1) undertake the job with the additional property, in which case the shipper would only be required to pay 10% more than the initial estimate to receive the property on a non-binding estimate or 100% of the binding estimate and the remaining balance will be billed after the 30 day deferment. Or (2) Carrier and shipper may execute a Revised/Rescission document, PRIOR TO LOADING OR OTHERWISE BEGINNING THE **** this revised written estimate given prior to loading will serve as the only active estimate for which charges will be calculated.
  AGREED MANDATORY CHOICE OF LAW, VENUE AND JURISDICTION. If a lawsuit becomes necessary to resolve any dispute between Relocation Express and shipper, said suit shall and must only be brought in circuit or county court in and for **************, *******. Suits involving disputed over interstate shipments must be limited to the governing federal law. Both parties agree to submit themselves to the jurisdiction of the ************** and agree given the relationship to the state, such exercise is reasonable and lawful. Shipper consents to jurisdiction in **************, ********
  AGENTS: Carrier may use agents/independent sub-contractors on all orders. Additionally, unless customer purchased an exclusive use of the vehicle option, there is no guarantee that the property will not be temporarily stored or offloaded and reloaded onto a different vehicle then performed pickup and consolidated with other shipments.
  CLAIMS: Relocation Express is not responsible for any acts or omissions of the carrier or its employees or agents. Customer agrees to exclusively pursue the carrier directly for all claims for property damage, including without limitation, any claims of damage to property, lost or stolen goods, delayed pickup or delivery, actions of estimators, drivers, packers, or movers, or other types of claims. Carrier shall not be liable for the loss or damage of the goods unless claim is made in writing supported by proof of ownership, value, and weight. As a condition precedent, all outstanding monies due for services must be paid in full before any claim can be made. Claims must be filed within 9 months of delivery or demand thereof is refused and must be limited to the destination descriptions of damages for each item on the inventory logs. All damages and missing items must be noted on the inventory logs. Damage indications must specify each item damaged at the time of delivery.
  SUMMARY OF DISPUTE SETTLEMENT PROGRAM: Summary of dispute settlement program:  The neutral arbitration program has been designed to give neither party any special advantage.  If a dispute arises between Carrier and the shipper arbitration may be a mutually beneficial alternative to help resolve the dispute. Section 49 CFR Section ******* provides that a mover must have a program in place to provide shippers with an Arbitration alternative.  Arbitration is optional and not required under Federal law.  A. Summary of the arbitration process: Arbitration is an alternative to courtroom litigation. It provides each party to the dispute to present their cases and allows a neutral third party arbitrator to make decision as to the merits of each sides case. Arbitration subject to this agreement shall be conducted via written submission and, subject to the arbitrators discretion, through telephonic appearance.  After the initial filing fees have been paid and the arbitrator selected, the initiating party or Claimant must submit a written brief summarizing their legal position and factual claims. All supporting documentation must be included with the initial arbitration brief.  Copies of all documents must be submitted to all parties involved in the arbitration. Upon receipt of the Claimants arbitration brief and supporting documents, the responding party or Respondent will have 30 days to file their responsive arbitration brief and supporting documentation.  Further deadlines and timetables are subject to the arbitrators discretion.  B. Legal effects: If the arbitration alternative is chosen, then any decision made by the arbitrator may be binding. Additionally, an arbitration decision may not be appealed in a court of law. All parties agree that the Arbitrators decision will be based exclusively on the governing United States Federal Law without regard to conflicting State laws or regulations. C. Applicable costs: Each party is responsible for their own costs associated with arbitration. A benefit to the arbitration alternative may be that it is less expensive than traditional litigation. Each party is responsible for 50% of the costs associated with securing the arbitrator and 100% of their own expenses, including but not limited to attorney fees.  There is a $250 filing fee FOR EACH PARTY and a supplemental charge of $50 administration fee.  Call carrier at phone number on front of this form for ADR processing forms.
  Notice of Maximum amount due upon delivery: Final charges will be based on actual weight or cubic feet/volume of property and services provided. Maximum amount demanded at time of delivery, prior to unloading, is the amount of the non-binding estimate plus 10%; or 100% of the binding estimate. Actual charges may exceed the amount of estimate if additional services were ordered or required to be performed; if customer moved additional items, weight, or cubic feet; or if extra service options such as packing or storage were necessary.
  NOTE: Customer has agreed to receive and subsequently received the ***** publications Ready to Move? Tips for a ********************* Move and Your Rights and Responsibilities When you Move via  hyperlink and accessed the Federal consumer protection information in the Internet. Additionally, In accordance with 49 CFR 371.113(c)(1), customer agrees to waive a physical survey of the household goods and alternatively agrees to receive a Binding Estimate based upon the customer provided item list of property to be transported and services ordered. The terms of this estimate and all services to be provided are subject to the carrier's tariffs, incorporated by reference and available for inspection upon reasonable request at the carrier's offices.
  You further agree that your use of the e-signature feature of this E Document constitutes an "electronic signature" as defined by the Electronic Signatures in Global and National Commerce Act ("E-Sign") and the Uniform Electronic Transactions Act ("UETA") and that you have formed, executed, entered into, accepted the terms of, and otherwise authenticated the terms specified herein for the use of the e-signature feature of this Electronic Document. You further acknowledge and agree that proceeding to use the e-signature feature of this Electronic Document email constitutes your full agreement to all terms and conditions contained herein and that such agreement is an "electronic record" for purposes of E-Sign, UETA, and the Uniform Computer Information Transactions Act and as such is completely valid, has legal effect, is enforceable, and is binding on, and non-refutable by you and the member on whose behalf you are acting, if different, as if it were any other duly executed paper contract.
  
  By your use of the e-signature feature of this Electronic Emailed Document you are deemed to have read every record and document before electronically signing same. If you do not understand any record or document, then you agree to communicate directly with an appropriate agent of Relocation Express concerning your understanding prior to your continued use of the e-signature feature of this Electronic Emailed Document. By your use of the e-signature feature of this Electronic Document, you consent to jurisdiction and venue in **************, ***********************, for any dispute arising out of same, and you further agree that Relocation Express shall be entitled to reasonable attorneys fees, including pre-litigation fees, for enforcement in any court of any of the terms and conditions contained herein.
  
   Finally, you agree to immediately notify Relocation Express of any change in your e-mail address.
  Click on the following links for "Your Rights and Responsibilities"
  "Ready to Move" Brochure"
  UPDATED: Ready to Move? Tips for a ********************* Move
  "Your Rights & Responsibilities"
  UPDATED: Your Rights and Responsibilities When You Move
  Click on Online Electronic Signature to confirm your move online.
  
  If you no longer wish to receive emails from Relocation Express, please click on unsubscribe
  Electronic Signature:
  CANCELLATION POLICY: I have read and agree to the terms and conditions as set forth below. As the customer, I agree to pay the total charges for the moving coordinator services to be provided by Relocation Express LLC. I understand that my deposit/fee represents only a portion of my total estimated service charges. Due to scheduling and routing reasons, my deposit/fee is not refundable. I understand that if I cancel my move, I am only entitled to receive a credit of my deposit for future interstate moving services to be used by the cardholder within a 12 month period from the date of cancelation. I understand that if I refuse pickup by the carrier I am forfeiting my deposit.
  
  Document Emailed On: Monday, 07/01/2024 05:28:42 PM (ET)
  Document Signature Name: ****** *******
  Document Signature Email: *****************************
  Document Signature Date: Monday, 07/01/2024 05:30:13 PM (ET)
  Document Signature ** Address: ************
  Internet Browser: Chrome
  ------------------------------------------------------------------------------------

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22466191
  
  I am rejecting this response because: i was guaranteed by ***** ******, the Relocation specialist that set up this move for me, that i would receive a complete refund of my deposit of the move could not be made. He asked me that I would receive my deposit back and said "...of course you'll get your money back... we cannot keep your money if you don't move". I made double and triple sure that this was the case. I even asked how long I could keep my deposit with the company, in case the move was shifted into the future. He assured me that I would receive my money back within 12 months.  Because of this, I had no doubt that I would receive my deposit back. I did not see the verbiage that states that deposits are non-refundable. I was lied to, and because of that, I should receive my deposit back. As I understand, ***** ****** is no longer employed by this moving company, and that leads me to believe that other people have been duped by this gentleman, and he was dismissed from his position at this company. I'm very surprised that there isn't a class-action lawsuit against this company for these unethical practices. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 10/24/2024

  Again, You are correct that ***** no longer works her. He was not fired in fact he was in a horrible car accident motorcycle accident and has been in the hospital since. It states very clearly in the contract this is non refundable. Like I said before it requires to click an additional box next to that part in the contract to make sure it has been seen, After you were booked you were also sent to verification where they told you the same thing. I understand you are frustrated but this has been the policy from the beginning. We ae still willing to do the move if you choose.

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22466191
  
  I am rejecting this response because: I'm sorry that ***** was in an accident... but he still lied to me, over and over. He willfully misrepresented the policy of your company, and a such incited a fraudulent agreement with me... despite the lengthy and unreadable legalese that makes up your contract. This was a military move, and has been canceled. I no longer require moving assistance, and request that my deposit be refunded. Your agent lied and misrepresented policy several times. I was defrauded
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:10/01/2024

  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 called Relocation Express initially on 09/15/2024. They scheduled a move for me for 300 cubic feet, and had me put down a deposit of $1340 USD, which I sent through e-check. I signed a bill of lading with them, number *******, attached below. We had a follow up call on 09/25/2024. I added a few items to my move-- small furniture, some boxes. They increased my estimate to 366 cf. I thought this was high-- from my calculations, it should have stayed at 300 cubic feet since I was below 300 previously. I expressed my concern to the agent and was told any space I didn't use would be refunded to me. I signed an updated bill of lading, attached below, and sent an additional $850 USD to the company owner (named **** ******) through Zelle.When my move date came, on 09/28/2024, I tried to call the Relocation Express to ask them when my movers would come and got no answer. Eventually, movers came under the banner of a company called ***********. They looked at my stuff and said there was no way they would move it for the agreed price. They demanded $5700 USD total, and said it would probably increase on delivery. In the contract I signed with Relocation Express it said not to agree to any price increases without calling them, so I did, repeatedly, to no answer. I emailed them as well and got no response.The movers said that Relocation Express never told them of the increase to 360 cubic feet, and even if they had, they would not have agreed to the price. I asked them to sign a document I wrote confirming that my list of items on bill looked correct (basically, I didn't add any cubic footage without telling Relocation Express) and that they were refusing to move it unless I paid an increased price. They signed it, and left.I called and emailed Relocation Express repeatedly, and eventually got through to customer service a couple of days later. The woman on the phone listened to my story and told me they could not help ****** like a full refund for my $2190.

  Business Response

  Date: 10/28/2024

  customer is being refunded 

• Initial Complaint

  Date:09/25/2024

  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.

  a downpayment of ****** was made for an August ******* pickup. that date was then changed by them to the 22nd, which i told them was cutting it close as my home was sold and I was to be out end of day on August *******. They insured me they would be there. Several calls were made during that day to confirm. I was told they would be there between 2-5pm the drivers then called me at 4:30 pm saying they were not going to make it and that earliest would be 10am which would not work for me. They were rude and unprofessional. Calls were made to the home office where the lady stated she didn't know why it was cancelled. Long story short I then had to make other arrangements as like i said i had to be out of the home by end of day on 22nd. They broke a contract and still kept my deposit. I have made attempts via email from a ****? who said he was looking to get voice recordings and nothing has been resolved.

  Business Response

  Date: 09/26/2024

  The contract you signed had a 2 day pick up window. You were set to be picked up the second day of the window. You received a very cheep price on this move. In order to make it cost effective we needed to ship other peoples items along with yours. That's why we had the 2 day window because we needed to account for things like loading and traffic. Since we were set to pick you up with in the provided window there will be no refund given. We are sorry you were not picked up on the first day of your window.

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22337963
  
  I am rejecting this response because:
    The window as you can see on the receipt is the 21st which was cancelled by your company and the 22 which was again cancelled by your drivers! The 23 was not part of the deal
  Sincerely,
  
  ******* ********

  Customer Answer

  Date: 09/26/2024

  This was the email that I sent right after receiving the cancellation call on the second day of August 22. 

  Business Response

  Date: 09/26/2024

  As per the contract this was signed off on. We do our best sometimes there are thing we can not control. I have copied part of the contract you signed upon booking bellow. Pleas review 

   

   

  ESTIMATED PICK UP AND DELIVERY SCHEDULE: All pickup,  load and/or delivery dates are only estimates and are not guaranteed. Relocation Express will not be responsible for loss or damages incurred by unavoidable delay Relocation Express will act on the behalf of the customer in resolving any claims or delay issues with the carrier.  There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates. IF PICKUP IS REFUSED BY THE CUSTOMER FOR ANY REASON, DEPOSIT IS FORFEITED. The date indicated as 1st available for delivery is first date of the delivery window and not the promised delivery date.  All estimated time of arrivals are subject to change depending on many factors such as traffic, weather conditions, unforeseen mechanical problems or unexpected delays. 

  Business Response

  Date: 09/26/2024

  As per the contract this was signed off on. We do our best sometimes there are thing we can not control. I have copied part of the contract you signed upon booking bellow. Pleas review 

   

   

  ESTIMATED PICK UP AND DELIVERY SCHEDULE: All pickup,  load and/or delivery dates are only estimates and are not guaranteed. Relocation Express will not be responsible for loss or damages incurred by unavoidable delay Relocation Express will act on the behalf of the customer in resolving any claims or delay issues with the carrier.  There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates. IF PICKUP IS REFUSED BY THE CUSTOMER FOR ANY REASON, DEPOSIT IS FORFEITED. The date indicated as 1st available for delivery is first date of the delivery window and not the promised delivery date.  All estimated time of arrivals are subject to change depending on many factors such as traffic, weather conditions, unforeseen mechanical problems or unexpected delays. 

  Business Response

  Date: 09/26/2024

  As per the contract this was signed off on. We do our best sometimes there are thing we can not control. I have copied part of the contract you signed upon booking bellow. Pleas review 

   

   

  ESTIMATED PICK UP AND DELIVERY SCHEDULE: All pickup,  load and/or delivery dates are only estimates and are not guaranteed. Relocation Express will not be responsible for loss or damages incurred by unavoidable delay Relocation Express will act on the behalf of the customer in resolving any claims or delay issues with the carrier.  There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates. IF PICKUP IS REFUSED BY THE CUSTOMER FOR ANY REASON, DEPOSIT IS FORFEITED. The date indicated as 1st available for delivery is first date of the delivery window and not the promised delivery date.  All estimated time of arrivals are subject to change depending on many factors such as traffic, weather conditions, unforeseen mechanical problems or unexpected delays. 

  Business Response

  Date: 09/26/2024

  As per the contract this was signed off on. We do our best sometimes there are thing we can not control. I have copied part of the contract you signed upon booking bellow. Pleas review 

   

   

  ESTIMATED PICK UP AND DELIVERY SCHEDULE: All pickup,  load and/or delivery dates are only estimates and are not guaranteed. Relocation Express will not be responsible for loss or damages incurred by unavoidable delay Relocation Express will act on the behalf of the customer in resolving any claims or delay issues with the carrier.  There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates. IF PICKUP IS REFUSED BY THE CUSTOMER FOR ANY REASON, DEPOSIT IS FORFEITED. The date indicated as 1st available for delivery is first date of the delivery window and not the promised delivery date.  All estimated time of arrivals are subject to change depending on many factors such as traffic, weather conditions, unforeseen mechanical problems or unexpected delays. 

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22337963
  
  I am rejecting this response because:
    Did you not previously say there is a two day window both in which you cancelled? Where is **** who emailed me stating he is sorry this happened and would be reviewing call logs? August 21&22 were your two days given to me via the contract I attached! The pickup was cancelled BOTH DAYS contract was broken by your team! What you sent shows no signature.
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:09/20/2024

  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.

  On August 16th I entered into a binding moving estimate with Christian a customer representative with ********************** job no. E5382508 to move tool boxes and tools from ******* Arizona to ******************. After disussing the size and cubic feet we agreed upon a cost of $2120. A deposit of $932 was due immediately to secure the job and another $598 due upon pickup which we agreed would be September 13th and the another $598 due upon delivery which would be 5 or 6 days later. I authorized an electronic check with ********* for the deposit on August 17th, and signed the contract. On September 13th the driver came to pick up the tool boxes and determined that he was unable to perform the job as his truck was not equipped for that type of move. He thanked me, wished me luck and walked away. No monies were exchanged further and no services by Relocation Express were performed. On Monday, September 16th I contacted the office and tried to speak with Christian but he wouldnt take my calls. I ended up speaking with a ***** and then a ******* which advised me to write an email to **** the manager explaining why I felt I was owed a refund of my deposit since the company failed to perform a service for me, in which I did. I did not receive a call or email from **** and eventually I was blocked from placing a call to the office all together. No where in the contract does it say I can not get my money back if they are unable to perform their duties. Both ladies I spoke to kept repeatedly stating the deposit was nonrefundable. I received the information for Relocation Express on ****** with a satisfactory review rate.

  Business Response

  Date: 10/16/2024

  We can not seem to find this mile. Also we do not have a mark. Please make sure this is the right company. Many companies have similar names.

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22316676
  
  I am rejecting this response because

  If you will note, the address on the contract is Relocation Express in ******* Florida.  No one mentioned a miles.

  I talked extensive with Christian and I emailed Mark.  They are playing games now because they think they can confuse me.  I am not stupid.  And they did not provide a service for me and no where in the contract does it state that I can't get my money back if they fail to provide me a  service.

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

  Business Response

  Date: 10/28/2024

  This is very confusing because outside of Christian non of the people you mentions are employees here.

  Customer Answer

  Date: 10/28/2024

  Please advise if you received my response as to why I was not accepting the business 's response. 

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22316676
  
  I am rejecting this response because:  the people mentioned in my original complaint did work there at the time, or gave me false names or may truly no longer work there.  However unfortunately I was never able to have a conversation with Christian beyond the sales portion of the transaction even though I sent numerous emails which I've attached for review.  I also made several phone calls that were screened by a rude individual and needless to say we were never able to have a conversation.  At this point I feel we need to move beyond these unhelpful responses because I sent the email to **** the manager at the time as I was told to do, to the standard email address which someone got and read and could have helped if the company was not so subpar.  No where in the contract does it state that the deposit is non-refundable when Relocation Express is unable to fulfill their obligation under the agreement.  Therefore, again I'm asking for my deposit back
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 10/29/2024

  there is no manager named ****. We also have no received any emails.

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 22316676
  
  I am rejecting this response because:  irregardless of who the persons name was, it was sent to Relocation Express general customer service mailbox/manager and some one should have responded to me and let me know where I stood at the time.  **** was the name I was given as the current manager and was told to address the email too.  I've attached a copy of the email that I receive no response from for you to review.  Personally I'm tired of going back and forth on this name game.  I'm not pulling these names out of thin air.  It was and still is very important to speak with someone of authority at Relocation Express who can address my problem and make this situation right otherwise further steps will be taken as instructed by my attorney. 

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

  Customer Answer

  Date: 10/30/2024

  I would like to additionally point out that Relocation Express appears to be a household goods mover as outlined on their contract portions I have attached.  I specifically discussed with ********* these were toolboxes and gave him the dimensions and weight of them.  Id also like to add that the driver told me when he determined he was not going to be able to move them that if they were couches, dining room tables, TVs, etc, he would have no problem but these were beyond his ability to handle. 

• Initial Complaint

  Date:09/16/2024

  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.

  My name is Brannun *********. I am a 100% disabled Combat Veteran. In August of 2024, "***** ******" with Relocation Express (***************************************) contacted me and gave me a quote of $2,565 to move my 10x20 storage unit from *********, ** to ***********, **. On September 12th a different person (who would not divulge his name) contacted me from Relocation Express. They doubled my quote to $4,697 just five days before my move was supposed to take place. The same one employee was rude and utilized high pressure sales tactics to try and get me to pay the increased cost. This morning on September 16th, I received an email from **** ******* saying that my move has been cancelled and I am not entitled to my refund of $976. In hindsight, their website is very shady. There is a similar company called Relocation Express ********************** based out of **********. I mistakenly called them this morning thinking they were Relocation Express. They said that they frequently get calls from disgruntled customers and believe this company in question to be a scam. I know that dozens if not hundreds of other people have been scammed by this company and see no recourse. I want to spearhead this operation, and I need a bulldog on my side to lead this fight.

  Business Response

  Date: 09/17/2024

  On our first call when you told us what you were moving you gave us 48 pieces that you were moving. We estimated that you needed 428 cubic feet of space and gave a price reflecting that. A few weeks later in fact you told us you needed to move 91 items which we estimated at 858 cubic feet. I see you summited both estimates so you can clearly see this is true. The size of your move doubled and we only asked you for $900 more dollars when we should have asked you for double. You want to put blame this on everyone else and take no responsibility of your own and assume we would just move 2x the amount of stuff for free. As for calling a company in New Jersey I have no idea why you would do that. You were given the number to our office many times and it is on both contracts you uploaded to this complaint. We would be happy to move the original amount of items for the original price but if you want us to move more you must pay.

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22291718
  
  I am rejecting this response wholeheartedly. *Cracks knuckles* Let us begin.

  On August 10th, I was contacted by "Brian Miller" from Relocation Express in regard to a moving quote I requested. His phone number is 561-767-7123. While on the phone, I told him that I would be moving in the middle of September. I stated that I did not have an exact idea of how much stuff I would have to move, but that my 10ft x 20ft storage unit would be full by the time I am to move. "Brian Miller" was super nice, thanked me for my military service, complimented my car he heard in the background, and even offered me what I thought to be a nice gesture by giving me a military discount.
  
  He stated that he would need a list of everything I can think of off the top of my head to get me a quote. I explained that I did not have an entire list of all things I would be moving. He assured me that the list could be updated later and that it would not change the price of my move after the quote is finalized. So, I gave him an itemized list of all the big-ticket items that came to mind. He said that a week before my move I would get a phone call to add any additional items to my move and that these items would once again, NOT change my quote. Then, because I was on the road and unable to use alternative forms of payment, I made a $976.55 Zelle payment to "Erick Raskin" who was the alleged boss of "Brian Miller" (Reference the estimate from August 10th. Also note the customer Representative name at the top is "Brian".
  
  On Thursday, September 12th I receive a call from Relocation Express. This time, a different person. He said that he would need an updated list of all the items I have. So, I gave him my finalized packing list. He said that these additional items would change the price of my move (reference the estimate from September). Also note that this is a different person I spoke to, yet “Brian” is still on the estimate. Isn’t that weird? I said that I would not pay the additional price as this is not what was agreed upon. He said because of my additional items (and nearly doubled cubic footage) that this would double the price. Well, that logic makes sense from a cubic feet and space standpoint. However, as mentioned earlier; Brian Miller stated my quote would not change. I asked for a refund, and he said I would not be able to get a refund because I signed a binding moving estimate. This man from Relocation Express said that they could still move me for the agreed upon amount but that if they run out of room, I would be responsible to move everything else that doesn't fit. He then proceeded to bash my military service. I will summarize what he said over the phone: "Look, I don't know what Brian told you, but I'm not Brian. You should know by now that you can't trust everyone. You have traveled the world and fought in a combat zone. You know the only person you can trust is yourself. So why would you believe what Brian said? Why would you fall for his tricks? His whole job is to reach out to customers and get people on-board with the company. My job is to calculate how much the move would cost". Of course, I paraphrased however; I find what he said to be quite enlightening. This "moving company", if you want to call it that, utilizes high-pressure, dishonest, and sleazy tactics from the get-go to sucker people into paying a deposit. It isn't until later (right before someone has to move) that the real price of the move is made aware to the customer. Anyways, let's continue.
  
  So, later that afternoon I typed up a giant email saying that I either want the agreed upon price to be honored and all my belongings moved or that I would be requesting a refund. I then get a call saying that if I want to cancel the move, I would have to get on a recorded line with a manager either Friday or Monday to officially cancel.
  
  Fast-forward to Friday the 13th of September. I called "Relocation Express" at (877) 807-6910. I speak with a very rude woman. She began to yell at me saying: "Sir, I don't know why you refuse to pay the additional money". I then asked to speak to a manager. Conveniently, all the managers had Friday off and she promised me I would receive a call on Monday. So, I do some hunting and find their "address" in Florida with a number attached. I call the number and reach a "manager" who is not in the office. He said he would do everything in his power come Monday morning to fix everything. 
  

  Monday morning, September 16th, I call them at 8am MST (10am EST where they are located) and receive no response. Strange since they should be open between the hours of 10am and 6pm EST. I understand though. Sometimes in life, things happen and big businesses have absolutely nobody to answer the phone during normal business hours. So, I give it fifteen minutes and call back. I once again reach the woman from Friday (who is obviously driving). She says that she is heading into work and will call back in a few minutes. Well, a half hour goes by, and I never receive a call so I call back. She said: "I will get a manager to email you". I said: "No, I want to speak with a manager as promised before deciding to cancel my move". Fifteen minutes later I receive an email from "John Peabody" stating: 
  

  "This email is in regard to the request for cancelation and a refund for job E5382384 booked on Sunday 09/12/24. We are sorry to hear that you decided not to use our services. Unfortunately, due to the contact that was signed upon booking which states the following listed below, you will not be receiving a refund. This contract was signed by you time stamped    Saturday, 08/10/2024 03:48:16 PM (ET) from IP Address: 174.201.0.151 . Your move has been here by cancelled and no further action is required by you or any other party but if you do decide you use the service within the next 12 months we will credit the deposit towards that move. We wish you best of luck with the new relocation.
  
  "AS THE CUSTOMER, I AGREE TO PAY THE TOTAL CHARGES FOR MOVING COORDINATOR SERVICES TO BE PROVIDED BY Relocation Express. I UNDERSTAND THAT MY DEPOSIT/FEE REPRESENTS ONLY A PORTION OF MY TOTAL ESTIMATED SERVICE CHARGES. DUE TO SCHEDULING AND ROUTING REASONS MY DEPOSIT/FEE IS NOT REFUNDABLE. I UNDERSTAND THAT IF I CANCEL MY MOVE, I AM ONLY ENTITLED TO RECEIVE A CREDIT OF MY DEPOSIT FOR FUTURE INTERSTATE MOVING SERVICES TO BE USED BY THE ACCOUNT HOLDER WITHIN A 12 MONTH PERIOD FROM THE DATE OF CANCELLATION'." 
  
  So not only did I never receive the call that I was promised to speak with a manager. I was also never put on a recorded line with a manager to cancel my move. “John Peabody” went ahead and cancelled my move without giving me the opportunity to discuss the cancellation which may as well be theft as my deposit went up in flames and both parties never agreed to a cancellation verbally, on the phone, as previously discussed. Ever since I received the call to increase the cost of my move “Brian Miller” stopped answering calls and texts and any other employee I could get in touch was rude and utilized high-pressure sales tactics in an attempt to get me to send more money for the increased moving cost. All you have to do is read what everyone else is saying about "Relocation Express" on BBB. There is a reason they are not BBB Accredited. From the experience I had and further reading of these complaints I have been able to summarize the business model for "Relocation Express". Ready? Here it goes.

  1.) Use a nice person (we will call him "Brian Miller") to reach potential customers.

  2.) Have "Brian Miller" blow smoke up your rear end and bait you in with a quote that beats out all competitors by at least 50%. He will make you promises that the estimate will not change. Although, the binding estimate will change and the customer will 100% of the time take the hit.

  3.) "Brian Miller" will ask you to send you the appropriate % of the cost (deposit) through an obscure payment app to a manager. We can call the manager "Erick Raskin". Just make sure you know that you can't send the money via credit card because they don't accept credit card. (I will give you a hint. It's harder to dispute fraud if you pay with debit or money apps like Zelle, CashApp, or Venmo).

  4.) Relocation Express will wait until you are stressed and desperate (about a week before you move). They will then call you and double or triple the price. If you back out, they just made an easy lump sum of money off the customer without doing any work (the deposit). If you double down and pay their increased binding estimate, they will make even more money. Want to know why? Well, when a "brokerage" doesn't actually follow through and complete a move for their customers they make a LOT more money. (Read other complaints. Yes, this happened). 

  5.) Pressure, harass, and deny. Read the reviews. Never once has this company taken responsibility for their actions. What ever happened to "the customer is always right"? They will dodge your emails. They will dodge your phone calls. Then, when you make it this far to BBB they will place the blame on everyone except for themselves.

  Every time I read another complaint on BBB all I see is a classic bait and switch scam. If this business was a good business they would work with customers and find a way for both parties to be happy. Sure, it isn't always possible to make both parties happy. However; the last thing a good business would do is go straight to blaming the customer and being ugly on a BBB complaint page. Relocation Express leans heavily on their "binding estimate" to justify legal means of collecting money from EVERY customer they do business with. If that is how a "legitimate" business operates then I must not know the first thing about business ownership. I wholeheartedly regret my moment of weakness falling into this scam. When something sounds too good to be true, it probably is. I have known that all my life, and in this case I had a lapse of judgement. After 6 years of honorable service, a combat tour, and a laundry list of disabilities I am ready to start my life in a new state and my "welcome home, thank you for your service" gift from Relocation Express is them bending me over the barrel. I am not special. However; when I look at the complaints against this "business" I see a lot of other hard-working Americans that were wronged by an illegitimate business employing deceitful practices all to make a quick buck. 

  It was so simple. All I politely asked for was a refund. The original contract changed (which should require a new contract) henceforth making the first contract null and void. Sometimes, bad businesses and bad practices continue to wrong the customer over and over again until finally; the right customer is wronged. I look forward to reading the upcoming grammar nightmare.
  
  

  Business Response

  Date: 09/30/2024

  we are looking into this

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22291718
  
  I wish to keep this complaint open until I see the results of the business looking into the matter. I am happy to hear that the issue is being addressed and look forward to the resolution of this case.
  
  Sincerely,
  
  Brannun Armstrong

  Business Response

  Date: 10/15/2024

  How many time are you going to submit the same complaint .. We addressed this with you many times. You wanted to be stubborn and not take recommendations about spacing. You thought you knew better then people who do this daily. I dont know what else we can say being that you submitted the same complaint over and over again.

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22291718
  
  I will continue to keep submitting a complaint until my issue is resolved. Your company has become accustomed to thinking they can rob people and then bully them with the use broken English and ugly responses. The "business" you operate uses unethical and fraudulent practices; plain and simple. The last response I received from your page on September 30th, 2024 said: "We are looking into this." from Andrew R. You want to be rude and tell me that I am stubborn? That's funny considering I'm responding to someone who doesn't know the difference between "than" and "then". How's that for stubborn? How on earth would you know more than me about the subject of moving if basic grammar is incomprehensible for you? That's likely the reason why your company believes you can draft up a "legally binding document" that keeps people from getting their money back after they have been scammed. Want a news flash? A written contract is only as legitimate as the company that drafts the contract.  Shady business practices, telephone bullies, and those without basic dignity and respect for their fellow man are the backbone of "Relocation Express". Meaning... your contract is worthless. Now, put the real Andrew R back on the BBB thread and have him give me an educated and insightful response. I expect the next response will include the findings from the real "Andrew R" because this C Team response was almost laughable. Send in the A Team!
  
  Sincerely,
  
  Brannun Armstrong

  Business Response

  Date: 10/16/2024

  You are free to  keep submitting the same complaint over and over again nothing has changed 

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22291718
  
  Perfect. I will continue to stand up for myself and the numerous others on your BBB page; not to mention the dozens if not hundreds of others who were unable or unwilling to denounce your business publicly. I took the time to write pages of explanation as to the events that transpired and the best "Andrew R" can give me is a sentence or two responses at a time. You have the audacity to call me stubborn, yet you are unwilling (and likely unable) to refute what I have said in a thorough manner. I'm sure this is because Relocation Express doesn't have a leg to stand on. A legitimate business that prides itself on the customers experience would have already devoted someone at the higher management level to solve this problem so that everyone can move forward. I learn more and more about this company with every response and the learned information confirms what I already know to be true.
  
  Sincerely,
  
  Brannun Armstrong