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Complaint Details
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Initial Complaint
11/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Contracted Pro Quality Relocation for a personal house hold goods move. Move was conducted and a hand-written BoL was provided to customer. Customer attempted to seek reimbursement for expenses from employer, however customer employer requested either a statement from Pro Quality Relocation stating contract was satisfied in full, or a final invoice showing contract was fully satisfied. Customer reached out multiple times in an attempt to obtain above document(s), however, Pro Quality Relocation has been nonresponsive. Customer only seeks above documentation in order to receive entitled reimbursements from employer. For reference, Customer is a federal employee ************ member).Business response
11/20/2024
Hello. Were very sorry for the unfortunate miscommunication. If you would please reach out to me personally ************. If I do not answer, please send me a text message. I will get the information that you seek for you. We do sincerely apologize and will rectify the situation immediately.Initial Complaint
09/15/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Dear BBB,I am writing to formally file a complaint against Pro Quality Relocation LLC regarding their services for our recent move from ******** **, to ******. The move was scheduled to take place on August 25, 2023, with a promised delivery date of September 9, 2023. Regrettably, we have not received our belongings as of the date of this complaint, and the situation has become increasingly distressing.The issues we have encountered with Pro Quality Relocation LLC are as follows:Non-Responsive Communication: Pro Quality Relocation LLC has consistently failed to pick up our calls, leaving us with no direct means of communication. They only sporadically reply to text messages, providing minimal information.Unfulfilled Promises: On numerous occasions, we were assured that the driver responsible for our delivery would contact us the following day. However, these promises have not been fulfilled, and we have yet to receive any information regarding the delivery date.Prolonged Delay: The delay in delivering our possessions has resulted in significant hardship. We have been forced to stay in a hotel for an extended period, incurring additional expenses, and living with limited supplies. This situation is causing us undue stress and inconvenience.At this point, we are deeply concerned about the safety and condition of our belongings, as well as the lack of professionalism and accountability demonstrated by Pro Quality Relocation LLC. We have made every reasonable effort to resolve this matter directly with the company, but our attempts have been met with frustration and unfulfilled promises.We kindly request that the Better Business Bureau investigate this matter and facilitate a resolution as soon as possible. Our primary concern is the prompt and safe delivery of our belongings, as per the originally agreed-upon schedule.We appreciate your assistance in this matter and hope for a swift and satisfactory resolution.Business response
09/17/2023
The window for your delivery starts from your first available delivery date. There is a 18 business day delivery window on delivery. We apologize for any miscommunication on this. To have a dedicated delivery date is an additional service. You are actually scheduled for delivery today. As far as keeping in contact. We have been in contact. If bbb needs that information it can provided. We apologize for any miscommunication between you, the broker and us. We wish you the best in your new location.Initial Complaint
07/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On June 2, Pro Quality Relocation picked up my whole house move in ********. They stored our belongings until our new home in ********* was available. On June 19 they delivered the first of two loads. On June 21 they delivered the final load. Overall the move was pretty good and there was minimal damage to our things. However, our Playstation 5 was not delivered to the new residence. I have been texting with their office (our main source of communication) and they were going to look into it. They have since stopped responding. They were first notified on July 1 as it took a while to unpack due to a city wide power outage for 5 days. I followed up on July 5 and 6 before receiving a response that they would look into it over the weekend. I followed up again on July 14 and July 15 with no response. I am looking for my PS5 to be located or paid for.Business response
07/25/2023
Hello I am looking into the ps5 . I am almost done with my investigations. We will be in contact Monday August 1st with verdict.Customer response
07/25/2023
I am rejecting this response because:
The business has been looking into it since July 1. The timeline proposed by the business is beyond my five day requirement to accept it decline. If it hasnt been located by now, I want a refund equivalent to replacement value of $779.18 as indicated by the purchase receipt attached.Business response
07/25/2023
I am waiting for approvalCustomer response
07/27/2023
I am rejecting this response because:
I dont want my time to respond to expire. Please provide an update.Business response
07/28/2023
there no way to fully determine whether or not said box was in fact part of the shipment ( all boxes intentoried as box), but out of good faith we have made contact with customer and are looking at replacement options of said PS5. also further corrective actions internally have been taken so as to better service our customers and to eliminate any further similar situations as this from repeading.Customer response
07/30/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.The business sent me funds to replace the missing item.
Thank you.
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.