ComplaintsforRuits Relocation & Concierge (Atlanta)

• Initial Complaint

  11/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I hired Ruits Relocation to move from Atlanta, Ga to *************, **. in July of 2021 for the agreed price of $6982. He said the move was fully insured for damage and that his professional movers would take good care of my belongings. The move was originally scheduled for 7/28/21. 2 weeks prior, I requested 8/1/21. The movers showed up on 8/2 at 6pm. ***, the owner claimed he had a 2 day window. I was promised a professional moving crew but only 2 movers were in the truck. They claimed they thought they were picking up some pallets of furniture, not moving a home. After less than 1 hour, one of them left claiming his back hurt. 4 hours later a crew of 4 arrived to load the truck. By 1am, we realized that my items would not fit, which is my fault. The next day *** did work to find an additional truck to pick up the remaining furniture within a few days at an additional $4000 cost. Back to truck #1, I was told they could arrive the next day, since I was driving also, I asked they drop the furniture on 8/4. After multiple phone calls originated by me, they arrived 3 days after that. Originally, I was promised I could track the driver, but was never given that ability. The driver arrived with his family to unload the truck, not professional movers. My issue is during the trip, many items were damaged, some beyond repair. On 8/24, I contacted *** via email with a list of damages, requesting how to handle the claim. He indicated trying to settle directly with the driver to avoid an insurance claim. I am now in the process of chasing both the driver and *** because he was unwilling to disclose the information to make a claim.

  Business response

  11/30/2021

  Although a rare occurrence for us, items do eventually get damaged like all movers, and we take it very seriously at Ruts. Our goal was to provide you with exceptional service, that's why when the movers arrived to double the inventory that you initially told us, we routed a second truck at the last minute at a fraction of the cost instead of charging a penalty. As explained, the damaged items were all packed by you personally, and would of only been covered by purchasing additional insurance, which you did not do. Please understand no one knows the condition of the items you packed, and the insurance companies have there own guidelines to adhere to, which we can not override. Because customer satisfaction is paramount to us, we disobeyed our insurance adjusters advise offering a small settlement from our company/ driver, however as you recall, you declined. On behalf of everyone here at Ruits Relocation, we apologize about this inconvenience, and asked that you contact us to explain further!

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