ComplaintsforLa Rosa del Monte Express

Moving Companies

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Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

Initial Complaint
04/12/2024
Complaint Type:
Billing Issues
Status:
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.
I payed in full price total to La **** del Monte for moving 21 boxes, a plastic container, a 50in tv, and a vibration plate therapy on 2/28/2024. The belongings were delivered on 4/4/2024 and not only the boxes were all damaged and broken but the vibration plate therapy was not delivered. I payed an insurance for both the tv and the therapy plate and Ive been trying to reach the company to see how they can help with no answers. I filed a claim through an email provided in their websites with no answer neither yet. What is the process for this situation, thanks in advance!
Business response
04/12/2024
Our documents indicate that delivery was made on April 4, 2024, without any allegation of damage or loss. The indicated time was the day of delivery or three days later. Furthermore, the boxes you used were not appropriate for this type of movement. Our determination regarding this case is based on the terms and conditions of the contract you signed with us. See attached.
Customer response
04/16/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

At many times in my life I was naive to trust all this agencies but after a couple of disappointments I believe there is nothing this agency will ever do to help the citizens with all the scams and unfair situations created by businesses. From now on I will just take matter in to my own hands, because its inhumane how this system is set up for some and not for all.. Thanks for your services!!

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

**********************
Initial Complaint
02/21/2024
Complaint Type:
Service or Repair Issues
Status:
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.
They came to deliver the moving and the guy let the washer machine completely fall on me. No report taking, no concerns my arm got bruises all over i complained and all they said things happens. I kept complaining to see if they put a claim to their insurance and yet nothing from them.
Business response
02/22/2024
From our file it appears that this case was submitted to the insurance company without having received any medical evidence. Only one written teleconsultation was received by the client, not the doctor. No evidence visit to a hospital or doctor.
Initial Complaint
08/21/2023
Complaint Type:
Service or Repair Issues
Status:
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.
1 Stolen or lost box, claims refuse to acknowledge. Somewhere from *********** to ************ a box went missing! La **** del Monte said they have searched all their warehouses and they can't find it. Among the items in the box were an Air Fryer, kitchen utensils, and parts for a spin bike. Without the handlebars and the seat, the spin bike is worthless, it cannot be used. I have served in the military for ten years and have traveled around the world and now I work for the US government. In all of my moves, I have never had a box stolen or lost!
Business response
08/21/2023
Our documents indicate that ******************** estimated to send 39 boxes, from number 081 to 119. blue ticket. The same boxes delivered on July 20, 2023, without any claim of damage or loss until after 8 days of contacting our ** office. The client had 3 days after delivery to make any claim of damage or loss under the terms and conditions of the contract. In addition, ******************** signed the work order on the day of delivery that you received everything in perfect condition. Despite all this we have searched our warehouses with negative results. We regret that we are unable to process this claim for the aforementioned reasons.
Customer response
08/22/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I have original documents of the following:

1. Original Customer Copy of Loading receipt of landing with my signature and date: 5-3-2023
2. Original Customer Copy of Receipt of delivery landing with "no signature and date"
3 Picture of initial claims report filed by ****** (sent to my phone via Text message.)
3. Customer copy of a "work order" for acknowledging payment of $325 to La **** Del Monte (this document is not the same as the "receipt of delivery landing").

I have requested copies of the signed "receipt of delivery" as indicated in the emails and La **** Del Monte claims department- (*********************) sent me a forged copy!
I have also requested a copy of the claim report initiated by *************************** and the claims department refuses to send a copy. If things are as La **** Del Monte has indicated, then the claims department should have no problem producing a document showing when the initial claim was filed.

I have seen the documents La **** Del Monte sent to the BBB, and they are inconsistent with the facts! I have all of my documents in order, and I am ready to send them upon request.

It seems Like the La **** Del Monte ***************** is doing everything it can to avoid acknowledging they are at fault; they have been very unprofessional in their approach to assisting the customer.
1 Forged signature
2. Refusing to send copies of documents requested
3. Sending the BBB paperwork that is inconsistent with the facts.

Respectfully,
******************************;

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business response
08/25/2023
The copies of the delivery documents are not false, they are a copy of the original. There is no claim report because the day of delivery everything was delivered. After 8 days later ******************** called making his allegations. Anyway we have searched our warehouses with negative results. Our position on this case is final.
Customer response
08/31/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********<*strong>, and have determined that my complaint has NOT been resolved because:********* ****
Dear Sir * madam,
It is obvious that La **** Del Monte is not interested in compensating me for the lost or stolen box. La **** del monte has resisted any attempts to resolve this situation in an amicable way.
So, lets us review the fact: ****

1.La **** Del monte either lost the box in transit or it was stolen. ****
2. As soon my wife realized a box was missing, I called La **** Del monte to report the missing box and to make a claim, Bronx -*************) & PA *************) I have records of these calls. ******* ****
3. I spoke to ***** and *************************** who both assured me the claim would be filed in a timely matter. I have a copy of this claim which La **** Del Monte says does not exist!

4. As you can see from the emails and correspondents La **** Del Monte consistently contradicts itself. One email said claims were submitted 7 days after, another 8 days after, and the last response to BBB says a copy of claims does not exist!

5. Forged signature on Receipt of Delivery landing

In conclusion La **** Del Monte is not interested in taking responsibility for their actions! Since they are unwilling to come to an amicable agreement, they have left me no other choice but to take legal action!

Respectfully,
******************************;

**** ********* **** ********* **** ********* **** ********* ****
In order for the BBB to appropriately process your response, you MUST answer the question above.********************
Sincerely,

*********************************
Initial Complaint
05/15/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On January 10, 2023 a Report of Damage or Loss was filed for two (2) nightstand, one (1) headboard, one (1) footboard and one (1) dresser to La **** del Monte after inspecting the pieces at delivery. The repair estimate breakdown for the damages was submitted on March 28, 2023 for a total of $1,308.45 from a local furniture repair business in *******, **. This total included the sales tax corresponding to the repair labor and estimate report for $88.45. The resolution from La **** del Monte on May 9, 2023 was to pay for all except the sales tax. LRDM allegation is that they do not pay the sales tax portion of any estimate.
Business response
05/16/2023
*********************** claim was evaluated according to the insurance coverage. It does not include tax payments. Our position on this matter has already been expressed. We are waiting to receive the signed payment agreement to start the payment process.
Customer response
05/16/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***********************
Initial Complaint
02/14/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Nov 25/22 I had la **** del Monte pick up my Funiture 23 pcs in total from ** to ORD I paid $1696 including Insurance. My furniture was delivered on 12/20/22. Missing 2 of my mattress. I've been. Calling this company since Dec 20 trying to get a solution to this issue. First, they said they have to look for the mattress in each of their warehouses i had to wait 4 weeks, after that. I spoke with ************************ CLAIM Specialist who tell me every week that they going to send me an email with a payment propose. Since I paid for an insurance and still no email had been sent. @ La **** del Monte when you going to response for the insurance that I paid as customer secure my belongings.
Business response
02/14/2023
An email was sent yesterday with the payment agreement. See attached.
Customer response
02/17/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***************************
Initial Complaint
01/20/2023
Complaint Type:
Service or Repair Issues
Status:
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.
*********************************** moving company. Transaction was made December 12 to move my belongs from the Bronx to ************** received my property on the 18th of January incomplete. I am missing 6 plastic bins with my personal belongings that are not replaceable for example Clothes, shoes, letters, photo albums of my family. I need my items returned. It looks like this was a robbery.
Business response
01/20/2023
Our documents indicate that on January 18, 2023, the total inventory items were delivered to you without any claim of damage or loss. See attached. In addition, on the day of picking up the move, he was granted a credit for 6 plastic bins. See attached.
Initial Complaint
12/27/2022
Complaint Type:
Delivery Issues
Status:
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.
On 0ct 27 i had la **** del monte pick up my furniture.im am moving from ******* to ******** this service cost me almost **** .the furniture was picked up along with everthingi own .this was 0ct 27 2022 . i was told it would take 4 week .4 week go by i call them they say another 2 weeks and it been 3 months and still no deliverey. I call and i still cant get a delivery date .I have nothing since they have all my stuff. Not to mention its christmas. Please Help!!!
Business response
12/30/2022
Our company is a moving company that depends on maritime traffic and weather conditions. That is why we do not give delivery dates to our customers. ************ office informed me that the delivery of ********************** move has already been coordinated for January 5, 2023. We regret the inconvenience this situation has caused our client.
Initial Complaint
10/27/2022
Complaint Type:
Service or Repair Issues
Status:
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.
La **** Del Monte (******* ** location) picked up belongings July 2022 charging $1925 to be delivered to PA in Aug. On Aug 12th, requested with ****** for belongings to be derouted back to ** at which time was told truck was already in **. When calling the ** location, *** stated my belongings never made it to ** but was instead sitting in NY (which is PAST ************) & suggested I reach out to NY office. Spoke to ******** who confirmed my things were in NY & stated ****** did not communicate to him the return to ** nor sent written request i submitted with ID on Aug 12th at which time additional $1950 was paid for the return back to **. About a month later of not hearing back, contacted ******** again who alleged the truck was stuck in ** and delayed due to storm. Why did it go from ******** all the way south to ******* instead of crossing west back to ** is beyond me. Almost another month has passed & called ****** again. On 10/24 he alleged, delivery had arrived over the weekend and belongings can be delivered following day. Unfortunately the situation gets more frustrating as all things are broken. Bicycle has peddle broken as if things were pulled up on top of it. Glass shattered. Dresser broken. Boxes smashed and with huge rat holes all over. Rat droppings inside and outside of boxes. Box of shoes damaged from Clorox bleach splashed all over. Someone's else's moldy & filthy deep freezer was dropped off. Mine was longer, heavier, and clean. Pics attached. (Notice the different details on the freezer) I am in so much disbelief of all the trouble I have gone through & money wasted to receive my belongings in such conditions. Since my belongings cannot be repaired and most have to be tossed, the least this company can do is return my money.
Business response
10/28/2022
The claim was evaluated according to the insurance coverage to which ******************* availed herself for 54 articles. Today, a payment waiver was sent to him in the amount of $495.00 dollars for the damage to a mirror, dresser, bicycle and damage to the boxes.
Customer response
11/04/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

Both dressers were damaged not only one. Workout bike was brought back with torn seat and broken cables. Deep freezer was switched out. 32inc wide freezer picked up but 23inch wide freezer dropped off. Base of desktop broken. Pics attached
The boxes are "damaged" because of their carelessness handling and infested warehouse which damaged the things inside

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Customer response
11/23/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I am interested in knowing why my complaint was closed without my response being sent to the business first.

I understand the representative who handled this complaint stated "The business provided its position in this matter and, while we regret we were unable to reach your desired resolution"
However "their position in the matter" isn't even abiding by their own policy so I am really confused how their vague response is enough to this Bureau. The business itself has advised in writing I had 3 days after delivery to bring any damages to their attention which was done within the 3 days and included 1.bike 2.workout bike. 3. Mirror. 4. Two dressers 5. All boxes damages from rodents 6. The 32 inch freezer they picked up and switched out to drop off a 23inc freezer 7. The desktop base broken off from desktop but they are only looking to pay for some of the damages (one bike, one dresser, mirror). The insurance coverage was for $3,000 yet they are wanting to only pay $500 when the damages are well over this.

To reiterate, all damages were brought to their attention within 3 days are not mentioned in their settlement offer, they are fraudulently exchanging customer belongings for their benefits (WHERE IS MY DEEP FREZEER; WHO KEPT IT?) and my insurance was to cover **** in damages not $500

This issue is not resolved & I it is my belief i am entitled to a fair review of the complaint & opportunity to resolve this matter. at the least, have the opportunity to submit a response to the business with All the facts mentioned above. Pictures were submitted with all damages to BBB and the business directly.

Any assistance is greatly appreciated

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business response
11/30/2022
As we had previously indicated, the claim was processed according to the insurance coverage that was awarded to 54 items. Which was $3,000 dollars. Maximum for according to the damages claimed. In addition, the ** Manager told us that he bought a new freezer and repaired the mirror. Our interest is to resolve this matter as soon as possible.
Initial Complaint
09/06/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
To whom it may concern,My claim stated the date I was delivered the vehicle (KIA ********* 2011), shipped form *********** to *******, **. Monti Moving and Storage, somehow connected to La **** del Monte, promise to bring the vehicle in issue in the same conditions turned in to be shipped out. Upon arrival I notice and reported a missing part on one of the doors. At ******* office they asked me to provide an estimate, which I did. The estimate came out to $63.95. They offered me $30.00 instead. That is the reason I'm turning to BBB. The amount they are offering me is not just. I have to search for a repair shop and wait long time for the part arrived. Meaning that I incurred in additional unexpected expenses. See documents attached. Ref.: Claim ***********, ****************************** *******************, Claim Specialist, **************.
Business response
09/07/2022
Our documents indicate that ******************** availed himself of the basic insurance coverage at no additional cost. It responds to .60 per pound per item. This is indicative that I only insure 26% of the current value. For this reason, 100% of the amount claimed was not granted.
Customer response
09/14/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. Understand I was foolish by Monti when they make me believed that I was 100% covered. Nevertheless, I learn the ****** I will avoid this *** in ******************.

Sincerely,

***************************
Initial Complaint
06/15/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I shipped my belongings from ******, ** on 5/2/2022, I was told that my furniture would get to ***** within two to three weeks. It is now June 13, 2022, and nothing yet. I have called the ***** office and was told on numerous occasions that it was in transit. However, the last time I called was last Thursday June 9, 2022, and was told that they didnt have any record of my furniture being picked up from ****** as such. I have the receipts given to me by **** de Monte Express, *********, **. I had to buy new furniture because I could no longer stay where I was staying. This has costed me a lot of aggravation, sleepless nights and pain and suffering. I want to be reimbursed for the new furniture that I had to purchase and I have the receipts. I want this company out of business so that they dont hurt another person. I am 70 years old, retired living on a fixed income. Its very hard for anyone to have to start all over again because of the negligence/irresponsible or lack thereof of businesses like these.
Business response
06/20/2022
Our company depends on weather and road conditions, that is why we do not give a delivery date, only an approximate one. Our system tells us that for the week of June 27, 2022, they will be calling you to coordinate the delivery of your belongings.
Customer response
06/27/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[ There was nothing wrong with the road conditions. I was told two to three weeks and I want to be reimbursed for the mental anguish/frustration it has caused me. I had to buy a new bedroom set, pots and pans, etc. I would be very happy if they compensate me for the entire move.]

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Customer response
07/04/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I am not being compensated for the furniture that I purchased here in ******* and I believe that I shouldnt be out that money. Im a disabled Army Vet and live on a fixed income and it is hard for a 70 year woman to have to start all over again. They should be held responsible for the stress that they have caused me. They broke the contract and not I. ******* from the ***** office wants me to retract the complaint that I filed with the Better Business Bureau but in return for what?? Nothing. Im standing my grounds.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business response
07/05/2022
On Friday, July 1, 2022, our ***** office contacted ************************ to coordinate the delivery. Which will take place on Saturday, July 9, 2022. It could not be done before because it did not have the full payment of the ****

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