ComplaintsforRoy's Moving Company

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently contracted ***** Moving (*************************************************** *****) for a move from ******, ** to *******, **. In total, I paid ***** ~$4,000 for their services.***** did a terrible job overall, but a lot of it is not relevant for the BBB. What is relevant is that I am missing 4 bottles of expensive liquor, total worth of $200. These bottles were packed in ******, but when I opened the sealed box in *******, they were missing. I know they were packed in the box, because I found a plastic bottle sealer from one of the bottles in the box, but the bottle was missing.I alerted *** of this Monday - despite multiple follow up emails, *** refuses to even address my concern. I got one initial email from the account manager who sold me the move, directing me to her colleague. Her colleague has since not reacted to any correspondence.I expect at a minimum a refund of $200, given that the bottles disappeared in the care of ***** Moving.

  

  Business response

  07/25/2022

  we have contacted customer via email to discuss how we can compensate customer, try calling him on Friday but there was no answer we will try calling him today. we will be sending him the check for $200.00 Thanks

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked my moving initially with Safebound moving. They originally quoted me at 924 cubic feet of stuff to be moved. The charge was $5 per cubic foot and a 15% gas fee on total. Safebound then outsourced the pick up of my stuff to **** Moving company. On June 17th, **** Moving Company picked up all the belongings in my house to ship them down to a storage unit in FL! We were quoted to have 924 cubic feet of stuff to move originally! When they got to the house and loaded everything, they told us we had far more than that and added 576 cubic feet to our total bringing us to a grand total of ***** cubic feet of stuff. I was really surprised, but thats not my job and I am not the professional, so I signed the paper. **** is the one that changed my cubic feet and total once everything was loaded. On June 24th, I got a call from Speedy Moving company, who was outsourced to transport my stuff to FL by ****, that they had arrived in FL with my stuff at our storage unit and they were ready to unload. Now I was extremely nervous because the storage unit I rented was only ***** cubic feet total. To my surprise all the stuff fit! This means I was overcharged by 400 cubic feet, $2,000 and 15% fuel cost, $300. I started contacting **** to get this resolved on June 29th once I arrived in FL myself. I was told on multiple occasions that the manager that makes any decisions was not in, but would call me. This never happened!! It is now July 7th and I have yet to hear from him even after I have called daily, minus Sunday and Monday being a holiday weekend and all! I have tried numerous times to get this resolved like adults to no avail! No idea what else to do! I have already put in a dispute with my credit card company and submitted all my evidence to them! This could have all been taken care of if **** would have done the right thing and fixed their error!

  

  Business response

  11/13/2023

  We are Sorry we did not answer to this complaint but we resolved the problem with Our customer. 

  Customer response

  11/14/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

  Dear BBB,

  I reject this claim by this business! They never worked to resolve this issue. I had to file a claim with my credit card company who ruled in my favor proving that the company overcharged me and was not willing to work with me to get it resolved. At that point, my credit card refunded me the money! **** moving company made no attempt to right the wrong they did!!

  Sincerely,

  ***************************

• Initial Complaint

  04/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Reaching out to file complaint on behalf of senior low income family member and receive possible resolution in form of refund for charges by this company and unfair and deceptive practices. This company appears to be in the business of scamming people to book with them by providing a low binding quote which they then change once moving day comes with unwarranted charges for extras like more packing material and claiming theres more items and than what was quoted originally. In our case, a couple of big items included in the quote were left behind per our request. When booking we were told if we decided to leave these items they would simply be removed and an adjustment would be made and reimbursement would be warranted. Instead they actually ended up not accounting for those items that did not come but also added on charges for extra packing material, extra cubic feet along with extra fuel surcharges that amounted to almost ***** dollars over original quote. They were difficult to communicate with due to the person in charge never being available and never returning calls when we tried to voice concern for the sudden increase on moving day which is already stressful. Was reassured by whatever employee answered the phone that at that point we just needed to pay and could resolve and dispute the matter later and be reimbursed. Also, to top it off they claim to not broker out their moves but the move was delivered by Ocean Moving and storage and not **** like they claim. Also upon delivery we had broken furniture pieces that were fragile mirrored items that were obviously not packed and handled correctly although they still charged us an extra $250 dollars for special packing material. All they used for those items were old thin cardboard pieces and the free moving blankets . To conclude we were quoted $1938 and ended up paying a total of $3012. Booked on Feb 8th, 2022 Date of move Feb 11th,2022 Delivered Feb 19th,2022 Resolution want money refunded.

  

  Business response

  04/11/2022

  ******************* mother moved with **** moving from MA to Georgia. She got a quote based on the ** she provided to our sales person and as her mother was told its only a quote. the day of the moved she took out some belongings that were on the inventory list but at the same time extra belongings were added and thats where the extra charges comes from. *************** claims the packing was charged for nothing but our movers wrap some of her belongings and also used some brand new boxes (**** moving does not used boxes  that had been already used. We did not want an problems with customer so we let her know that the material was going to be refunded. *************** told us that her mother has some damages out customer service team provided her with the information of our claim department she just needs to file the claim so they can help her out with the damages. In conclusion we only charged ******************* Mother the amount due with no extra charges.

  Customer response

  04/14/2022

  Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.] 
  
  The company did offer to refund me for the packing material but then stopped responding to my emails when I had further inquiries as to how and when I could expect that refund.  I have yet to see any refund posted or any updates on that. 
  As to the fact they did indeed use old boxes as you can see in the picture there is a Gogurt box and Mac fries box shown which came from one of the broken dressers. Again this does not qualify as special packing material and did not warrant the charge for it. As for the company insisting we had extra stuff once again if indeed they say we had the extra 152cuft. Wouldnt it be fair then to deduct/subtract the 86Cuft worth of items that did not come in the move. I was told it wouldnt be a problem and it was best to include them in the original quote to be on the safe side and if we decided to leave those items behind , they would be removed from the total. So from said 152cuft of extra then deduct the 86Cuft and charge me for the difference.
  Im asking that the company refund me for the $200 for extra packing materials and refund for the difference of the extra items we were charged for.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process. 
  
  FAQ
  
  Regards,
  Yulenny 
  
  
  
  

  

  Business response

  04/18/2022

  We understand customer is upset she says that they left things behind but as we have explain so many times they added more things than what they removed. we only charged her for the space the truck used no more than that, nothing extra was charged. A check for the material was send out to her and should be arriving soon. and once again Customer needs to file the *** claim for the damages.

  Customer response

  06/03/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   I would like to reopen my complaint as I have not received the promised refund check from the company. **** moving responded back in May that they would send me out a check and i accepted the response , but they have not kept their word.
  Thank you 

  

  Business response

  06/06/2022

  We are unsure why you have not received the refund check because it was sent out less than a week after the bbb case was close! let us report this check to the bank so they can cancel or find out what happened to it and we will issue you a new check!! 

  Customer response

  06/29/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Good afternoon I am reaching out once again to request to reopen my complaint, as once again the company had replied stating that a second check would be issued out since we did not receive the first one they claimed that they sent . I tried to reach out directly to them via email asking them if they would please provide me with any details as to when and where this second check was sent out. They would not respond to my emails( multiple) . I have yet to receive this second check. The company had responded back in the first week of June that they would issue a new check and send it out . I would like to know if they sent it out and to what address they are sending it to, because we have not received anything. 
  Thank you. 
  

  
  

  

  Business response

  07/11/2022

  Good afternoon, this is the proof of the check we send, let us call the post office to see if they have any info thanks!!

  Customer response

  07/13/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Yulenny

   

   I understand the business is showing this check as proof , but this is the second time they have said it was sent out and I tried to email them in order to communicate and verify what address they were sending it to and when it was mailed out, tracking etc . And I received no response, they can see that neither one of those checks were not cashed so they did not arrive, we have not received any check. When we actually receive the check in hand this will be the resolution to close case. I suggest they use tracking and provide that as proof it was mailed out. Thank you. 

  

  Business response

  11/14/2023

  ***** Moving is sorry we did not answer to this complaint but we already resolved the problem with our customer!
  

  
  

• Initial Complaint

  10/27/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We hired this company for a move from MA to NC. The movers wanted $1000 when scheduling the move, $1000 cash when they picked up the belongings from MA, and over $1,000 when they brought the furniture to NC. We have still not received our belongings. The moving truck showed ** in an 18 *******, much larger than the truck that picked up our belongings. The movers advised they would not be able to fit the 18 ******* in our driveway and left. We have been trying to get ahold of the company and the driver. The driver told us he has been with the company for 4 days and will no longer return our calls. He has left with our belongings and nobody will contact us. We were told they would need to get a UHaul and pay out of pocket to have the furniture switched from the 18 *******. We have already paid the moving fees and just want our belongings!! This company is AWFUL and NO HELP.

  

  Business response

  11/02/2021

  YES! Mr ***** belongings have been shipped. When Mr. ***** booked to move we told him he needed to pay a deposit to hold the date for his moved, to pay half of the balance and the reminding amount was due at delivery before unloading the truck! he knew about this payments since the beginning. We always shipped our out os state customer belongings with a 18 ******* truck. The truck did not just leave, the driver had  to go because the 18 ******* did not fit on customers driveway so the driver needed to have Mr. ***** belongings shuttled the shuttle fees says it right in the contract. 

• Initial Complaint

  10/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired ********* Moving and Storage to move my property from ******** to **********. Due to an extended closing date I needed my items to stay in storage. ********* Moving used Rays moving Company to handle my items. The day my items were delivered, my 55' screen TV was missing. How does a tv that size just go "missing?" Its been months and I still haven't received my TV or reimbursement for my TV.

  

  Business response

  11/12/2021

  We are sorry this happened to one of our costumer its really rare that this incidents may happened it was our fault because we did not double check if the ** was there. We are not responsible for lectronic devises but, she can file the claim to our claim department. with would be 60Cents per pound. Our customer service team will send the info for CSI one more time so she will be able to file the claim! Thanks.

*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. ↩