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Complaint Details
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Initial Complaint
10/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On July 8, 2023, a trio of RA Movers ("*****", ****** and "******") arrived at my former home in **************************** to move my belongings to **************. The spokesman of the group, ***** was both callous and rude, greeting me with the words, "What do you want moved?" Zero customer service skills. They snickered amongst themselves and carried on inappropriate conversations relative to an individual they knew who was gay. Post-move, I was heartbroken to find that a commemorative bi-fold mlitary Navy knife as well as a black leather bi-fold badge holder containing my late husband's retirement badge and *********** was missing. These items were of sentimental value and no amount of money could ever replace them. I understand that things might fall out of a drawer during a move, but this $150.00 knife was in a sheath that was velcroed closed. Only the closed sheath remained in the drawer of my husbands things. Am I to believe that the knife fell out of a closed sheath, which then reclosed itself after the knife allegedly fell out? Draw your own conclusions on that one. Contacted owner "*****" of RA Movers with no resolve. His first defense was that none of his employees were thieves (I never made that accusation) and that the knife "must have fallen out of the drawer." He stated he would check with his staff regarding the missing items. That was in early September and I've yet to receive a call back from him.Customer response
10/16/2023
I contacted the owner of the business on September 6th regarding the missing items. He stated that there were no thieves in his employ (one of the trio of movers involved is his brother) and that he would check with them to see if anything had turned up on the truck. To date, I have not heard from the business in response to my missing items or my complaint.
Business response
10/17/2023
Yes, I did tell you that our employees are not thieves because we are not. We have great reputation in our community. my guys get paid well and would never steal. ***** runs a tight ship and had been with our company since day 1. he is not rude but he is firm and does let you know what is needed to get the job done the right way. when booking the job we do tell our customers that everything but clothes and lines needs to come out of the draws, exactly for this reason. loose items in draws are not safe when moving and transporting items with draws. loose items Neds to packed and the customer knew this. we do pack and protect the furniture. we have no need to check the draws and I'm sure my guys didn't check the draws. this is a good crew that has never has complaints. I fully have confidence that my men did not take your items. I am sorry you item was lost and hope you do find it. my guys checked the trucks and cleaned trucks. I did respond to your call and I told did not find anything. like I said I know fore sure their are no thieves in this company.Customer response
10/18/2023
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,*****
Initial Complaint
08/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Four of my antiques were very damage. we paid him more than what he asked for because he realized the job was bigger than what he thought but he refuses to call me back. The damages were **** and I had to pay $335 for the estimate he refuses to call me back and they were other damages that I did not ask him to repair or anything an antique couch things missing and we received products that belong to other people and this damage was less than $3000 and he refuses to call me backBusiness response
09/28/2023
This customer wanted the free insurance and chose not to buy the full value insurance. This was a long distance job that was supposed to go directly for point a to point b. A few days before the move the the customer stated that they now need storage and they are not sure for how long. So we had to adjust our strategy. Everything left this customers house wrapped and protected, and all her items remained that way until it was received at the unload. I do take a 10% deposit on all long distance jobs, how ever this customer could only pay me $100 until they sell their home. We spent 4 days packing and moving this customers house with 6 men each day. we went above and beyond fo this customer taking everything but the kitchen sink. We did this work in good faith because we knew we were not receiving any payment until the unload. We stored her items for free and we never changed out quote. we delivered two truck loads to this customer this "organ" was on the first load. my ******* delivered this organ on the first load, he put this item exactly where they said they wanted it. he finished unloading the truck and proceeded to head back for the second load. About 800 miles away). they did not say anything about the condition of this organ when it was delivered on day 1 of the unload and had an extra two days before the second load came. this couple was intoxicated on the unload and we have several witness. my ******* staled they must of moved the organ themselves because it was in a different spot when they arrived the on the second day of the unload. After my men left the second day I was then contacted the next morning about this organ. this customer has denied the full value insurance and elected to get the free insurance that comes with the move. an average organ only weighs about 200-250lbs. we are willing to pay her the .60 per lbs on her damaged item. she has demanded more money, up to $1000. she has also threaten to ruin our reputation on the internet. we are willing to work with this customer but she is asking for more than what she agreed for.Customer response
10/17/2023
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.
These are the documents that you requested and you will see that I paid him actually $1000 more than what he asked for.
Initial Complaint
02/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I used this service to move out of state. They stated that one of my items could not fit on the truck and that they would bring it down within a month. They later stated they would ship and its been 4 months and I have not received my items. I was missing a box, my stick vaccum. I was told that they found it in their storage and would be shipping that as well. I still have not received it and its been 4 months. Another large box went missing and they claimed that it leaked. They either discarded the entire box of my items or lost them because I still have not received the contents of that box.Initial Complaint
11/26/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I hired RA Movers,*******************, for a move within my town. They were callous, and I believe that they stole several items. The magnitude of the items that they broke, and that have been missing are in the double digits, and many out irreplaceable. Things of high-value are nowhere to be found, and antique furnishings were damaged where they cannot be repaired. They broke three credenzas, I have seven pairs of expensive boots missing, which I believe they stole. They rampaged through many of my items, and now I am missing all types of items that were cherished memories between my lay husband and I. They broke pieces of furniture and gouged an antique table and hid it behind boxes when they delivered my goods so that I wouldn't see it till after they were gone.. They refused to give me any reimbursement. I have moved 10 times and this is the only time I have ever had a problem with the mover. They are not less expensive than other movers in the long run. You will pay much more trying to replace all the things that they will destroy or steaI. What it cost me was about $15000 in missing items and furniture that is heirloom and cannot be replaced.Business response
12/02/2022
This statements are absolutely false. No one stole from you. You gave items away. This will be a reason we no longer take items from customers. I have proof in text that you were giving them items. The move went fine, I have text and messages to prove that you were happy with the services (calling then moving ninjas). I provided more than one moving service for her on multiple occasions and she was happy every time. I even went there for free on the last occasion to help her find missing items and to move some things around. We were there for about three hours making sure everything was where it needed to be and to help organize/ find missing items. I have proof of this customer saying she is missing things on multiple occasions, then here texting me saying she found the items. She states men stole CDs and a box of used boots. We never been accused of stealing and she is looking to tarnish our reputation anyway she can. I have records of her calling me at past office hours at night and I did my best every time to make everything right. She will hear from my lawyer for calling us thieves and reporting that we stole. This is illegal and will be addressed. I have went above and beyond for this customer, I did not answer her calls and her multiple mass text each day degrading out company. This will get handle the legal way.Initial Complaint
09/28/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
The company insists on a $50 deposit to book a move. I had to cancel my move a month ahead of scheduled date due to plans falling through. After several phone calls and emails they agreed to refund my deposit. They kept lying to me telling me it will take 15 business days each time I contacted them. I never received a refund.Customer response
10/09/2022
I have not heard from the business in response to my complaint. They told me back twice that they would refund me within 15 business days which was in August.Business response
01/24/2023
We did send her the 50$ check for the refund. I do apologize it took longer than expected. the check was received and cashed.Customer response
01/24/2023
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,*****
I DID NOT receive a check nor did I cash such check!
Business response
03/23/2023
This issue has been resolved. I do have proof of a refund receipt. The whole point of a deposit is to reserve a date of a move. They are non refundable because that does take a date of the schedule. She moved her move date at least 3 times before cancelling which is more than we do allow. She has her deposit money back even thought we do not refund deposits most of the timeInitial Complaint
06/30/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I would like to file a complaint against RA Movers for ruining my ****ress and making no attempt to resolve the situation. This is what happened: I moved out of my house in Norton on 3/26/2022, RA Movers moved my things into storage on their facility and disposed of some items of furniture I didn't need. That transaction went very well, I had no issues with the company at this time. The original move/storage/disposal cost $1256.60. I kept my items in storage until I moved into my new house on 5/28/22. Prior my move, I spoke with the owner about disposing of more items since they wouldn't fit in my new house. I sent an email which listed the things I no longer needed and confirmed over the phone. On the day of my move (5/28) I was texting with the owner who still had questions regarding which items to bring. When the crew showed up that day (5 hrs. late) he did not have my ****ress. We agreed that he would drop it off the next morning between 6 and 7 am. That move/disposal cost $876.53. The next morning I waited for him to show up, at about 10 am I texted him asking if he was still coming with my ****ress. He responded 3 hrs. later that he had one of his guys coming. The guy called and said he was on his way and showed up 5 hours later with my ****ress strapped to the top of his car. He proceeded to drag it into my house, I helped him carry it to my room and put it on the bed frame when I pointed out there was a giant rip on the bottom of the ****ress. He just shrugged and said I needed to call the boss. After the guy left, I looked at the entire ****ress and there was not only a rip, but the ****ress was filthy and unusable. I took pictures and sent them to the boss. He said he would see what he could do, I have bought a new ***** tried to contact him several times, he said he sent a claim form 3 weeks ago I haven't gotten. I would like to be reimbursed the cost of my new **** $2061.43, or an amount that is fair.Customer response
07/11/2022
I have not heard from the business in response to my complaint.Business response
07/14/2022
We did forget the mattress at the time of the delivery. I do apologize for that, but that mattress was protected at all time when in our procession. You mattress is covered with out free insurance on .60 per lb and you did sign for a deductible. You did not have full value insurance. We have sent you a claim form. I do not know why it was received.Customer response
07/14/2022
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.
I am rejecting this response because it offers no resolution. The response states that the mattress was covered while in their possession, then how did it get dirty? I sent those pictures immediately upon receipt of the mattress, not to mention the rip in the bottom. The response also states that a claim form was sent and you don't know why it wasn't received. I messaged twice asking about this form and the first time I was told it was sent and nothing else, the second time there was no response. Why would you not just confirm my address and send another form?
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,********
Initial Complaint
11/17/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have paid 834 USD through my credit card to the movers. They have cracked my 65 inch expensive *********** They have been totally unreachable for the next steps and timelines for any insurance claims.
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