ComplaintsforReady Relocation Experts

• Initial Complaint

  10/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  The company and I entered into an agreement for moving services for my residential move from NC to OR. The moving services included "white glove service" and the movers were expected to unpack my items & arrange them in my new home. Instead, however, the movers showed up with my items a month late (they claimed that legally, they had a month from my requested delivery date) and several expensive and/or irreplaceable items were inexplicably lost. Additionally, the movers dumped my boxes & items in the main living room, rather than arranging everything as included in my services agreement. Some items were delivered still wrapped in moving blankets & Saran Wrap. I paid $6108.92 for these supposed top tier services. When I tried to contact the company about my missing items & the services that were NOT provided, they directed me to a third party claims site & stopped taking my calls. The third party claim site did not respond to my claims. I am at a complete loss. Some of the items that were lost are irreplaceable with sentimental value. The website ************************************ now shows the company as "closed" and I have no way to recover any of my money or my items.

  Business response

  10/25/2023

  We have received consumer complaint and have thoroughly reviewed account. We appreciate customers' feedback as we are always looking for ways to improve our services.  That said, we would like to address the following. Timeline of communication and events: On April 7, 2023, the company secured a position on our calendar and provided the customer a Binding Moving Estimate, which was acknowledged, signed, and returned, prior to accepting a deposit of $1339.51 to secure position on our calendar for first availability pickup date of 04/26/23 - 04/27/23. On April 24, 2023, the quality assurance department called the customer to review the inventory before pickup. The inventory was adjusted adding an additional cubic feet which required an additional payment of $660.74. We strive to accommodate customers arriving with the requested window for pick, due to unforeseen delays, no promises can be made.  The initial Moving Binding Estimate policy makes clear “All pickup,  load and/or delivery dates are only estimates and are not guaranteed. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates.” To address the allegations we would like to provide the following: - We have called the customer and provided claims information. Customers desired resolution was for a refund in the amount of $1924.82.  After careful review of the account, the company has concluded we not only stayed in clear communication with the customer but we have executed our end of the estimate. Therefore, no refund can be processed in any form. The company is willing to assist in completing a claim for any missing or damaged goods. However, the company is willing to accommodate a future long-distance move at a discounted rate for the inconveniences. Thank you for your time and attention to this matter. 

  Customer response

  10/27/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I do understand the business's perspective that they believe they delivered upon their estimate because I received the majority of my belongings. The roughly $1900 refund request included more than $1000 in lost items (which I provided receipts & purchase history for), as well as their lack of delivery on "white glove service". As a part of their services, I was promised they would provide white glove services by arranging my materials (unrolling my rug, arranging the couch & ottoman, etc.), putting furniture back together, and the basics of not leaving behind trash. However, none of those things happened. I provided the business with pictures backing up my claims. There was trash throughout my house (moving wrap strewn about) and no furniture was put back together. They said they are happy to help me with a claim for my missing items, but that is untrue. When I went through that process, I did not receive a response or a solution. I am unwavering on my request for that refund, and I am happy to pursue legal action to get it. I don't foresee that being much of a challenge given all of the documentation I have and the lack of good faith business operation in delivering on the services promised to me.   Regards,  ********* ******

  Business response

  10/30/2023

  We appreciate customers' feedback as we are always looking for ways to improve our services.  To address the allegations we would like to provide the following: - We have called the customer and provided claims information. Customers desired resolution was for a refund in the amount of $1924.82.  After careful review of the account, the company has concluded we not only stayed in clear communication with the customer but we have executed our end of the estimate. Therefore, no refund can be processed in any form. The company and customer service is willing to assist in completing a claim for any missing or damaged goods. However, the company is willing to accommodate a future long-distance move at a discounted rate for the inconveniences. Thank you for your time and attention to this matter. 

• Initial Complaint

  09/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  **** Showed up two days later the pick up date on 8/2/2023 around 10pm and so far i had paid them $2728 and $970 on delivery for a total of $3698.00 from PA to arkansas 1200 miles. Its been two months haven’t got my belongings yet. All i am hearing from 2 months is my pick up is marked as high priority but nothing has been done yet. No calls from them ever. I am always the one reaching out. Sent them email all they do is ask me to wait 5-6 days and its been two months now. They only had upto 30 days to deliver my stuff. I lost my job because i couldn’t submit paperwork that was in the stuff and now i might need ti move somewhere else but i haven’t even received the stuff at the agreed delivery location yet. Terrible service.

  Business response

  10/01/2023

  We have received consumer complaint and have thoroughly reviewed account. We appreciate customers' feedback as we are always looking for ways to improve our services.  That said, we would like to address the following. Timeline of communication and events: On July 7, 2023, the company secured a position on our calendar and provided the customer a Binding Moving Estimate, which was acknowledged, signed, and returned, prior to accepting a deposit of $898.91 to secure position on our calendar for first availability pickup date of 07/31/23 - 08/01/23. On July 27, 2023, the quality assurance department called the customer to review the inventory before pickup. The inventory was adjusted adding an additional cubic feet which required an additional payment of $311.00 We strive to accommodate customers arriving within the requested window for pickup however, due to unforeseen delays, no promises can be made.  In fact, the Binding Moving Estimate policy makes clear “All pickup,  load and/or delivery dates are only estimates and are not guaranteed. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates.”   To address the allegations we would like to provide the following: - Customer is in receipt of Claims Information for their specific FMCSA Carrier. Customers desired resolution was for delivery to take place.  After careful review of the account, the company has concluded we not only stayed in clear communication with the customer but we have executed our end of the estimate.  The company will continue to assist in Delivery updates.  However, the company is willing to accommodate a future long-distance move at a discounted rate for the inconveniences. Thank you for your time and attention to this matter. 

  Customer response

  10/02/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   No where in the contract it is mentioned that the delivery might take more than a month. So far paid $898.91+ $311+ 1519.09 ( during pickup) and $970 on delivery for a total of $3699 only to wait 2 months and still no sign of delivery. I was told on phone that it will not take more than 14 business day and as per contract they are entitled to keep my belongings only for 30 days after that delivery must be made. I already lost my job because of this delay as i had imp paperwork which they promised at the time of pickup to be delivered by 14 days. And on top they took my belongings to las vegas which is not all the way off from Pennsylvania route to arkansas. And suggested to pay full balance if i want to pick it up myself only to travel more far away than the original location of pick up. From PA to AR its 1208 miles and now they took it to Las vegas (warehouse) off the route from arkansas (which is 1336 miles from AR). If i would have to pick up from so far then what was the point of hiring them at all?  i request the company to deliver my belongings asap. No where it is mentioned in the contract that it would/ could tale more than a month. I lost my job because of this delay already and would like my stuff to be delivered in good condition back to me.   Regards, ********** ****

  Business response

  10/09/2023

  We appreciate customers' feedback as we are always looking for ways to improve our services.  That said, we would like to address the following. On October 4th, 2023, The company successfully loaded the client for delivery. The client will be receiving a phone call 24 hours prior to the ***** carrier arriving.  More importantly, the company has concluded we not only stayed in clear communication with the customer, however our end of the contract was in fact executed. With regard to the Better Business Bureau, the company does consider this matter closed unless additional information can be provided. Thank you for your time and attention to this matter.

• Initial Complaint

  05/05/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Used this company to contract a moving truck for a long distance move. They asked for a detailed list of items, which I provided. The list included many items like outdoor Furniture, living room furniture, bedroom set, Salon furniture riding lawn mower, push mower, 10 medium boxed Christmas tree and more. We were given a quote of about $4000.00 then we were told they needed a $1500.00 deposit paid . We complied The truck pulls up on moving day and says for the the space we paid for we can only transport the bedroom set and 10 boxes not Even a quarter of the items we listed. In order to move the rest it going to be $8,100.00. I called the company and asked How this could happen when they were given a very accurate list of the items to move. Well their response was it computer Generated. I can understand some minor Miscalculation due to size variations of items But to not be able to fit 75% of the items is not acceptable. Well they tell you either have to pay the difference twice as much quoted Or just ship a couple of items and if you don’t like it you refuse pickup and loose your entire deposit. This is no miscalculation but a gross error, but more likely a scam by this company to unsuspecting consumers, People should be made aware of this company and not get taken for their hard earned money. Well they say you signed the contract for that amount of space, yes based on their calculations and you don’t even know how to calculate for your items because you don’t have truck measurements to do that. That is their job and the service they are being trusted To do in a fair and accurate manner. When trying to get assistance when the truck was there I was hung up on numerous times and No attempt was made to try to help come to conclusion. They just kept saying if you Refuse pickup you lose your deposit, but We didn’t have an additional $4000.00 to pay and they were not going to take the items listed unless we paid the additional Money so we had no choice.

  Business response

  05/08/2023

  We appreciate customers' feedback, as a company, we are always looking for ways to improve our services. In response to the online complaint we would like to address the following: 1. On April 14,  2023, the company secured a position on our calendar and provided customers with a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting a deposit of $1,468.62  to secure a position on our calendar.  2. Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized FMCSA (Federal Motor Carrier Safety Administration) motor carriers. In fact, policy states "Please note that Ready Relocation Experts. is a properly licensed interstate Broker. Ready Relocation Experts is not a motor carrier and will not transport an individual shipper's household goods, but will coordinate and arrange for the transportation of household goods by another FMCSA authorized motor carrier, whose charges will be determined by its published tariff." 3.  Our company also strives in saving customers money, unfortunately upon arrival the FMCSA carrier noticed that the volume, that customer would occupy, exceeded the amount initially estimated. This adjustment in volume caused the increase in price, the bill of lading reflects the difference in volume which was signed off by the customer indicating this was agreed by the customer. These adjustments were for including but not limited to the increase in weight as well as Optional Accessorial Services and Additional fees for the "Packing supplies such as boxes, bubble wrap, etc. 4.  The customer refused service due to an increase in volume. The Customer's desired resolution was for a full refund. After careful review of the account and our cancellation policy, the company has concluded we not only stayed in clear communication with the customer but we have executed our end of the estimate. Therefore, no refund can be processed in any form. However, for any inconvenience our company is willing to provide a future long-distance move at a discounted rate. Thank you for your time and attention to this matter. 

• Initial Complaint

  03/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date: 03.10.2023 - present (ongoing) Cost: $5,575.27 to date Job No: ******** / Order: ********* Ready Relocation committed to a delivery pickup between 03.11-03.12.2023, with full service (packing materials, labor, fuel, gratuity etc.) included in the given estimate, and a guaranteed delivery within 6-8 calendar days starting from the date of pickup. Dates for pickup and delivery drop off were chosen based on a current route that was already heading to Montana. The estimated total was for $4,728.90. Ready Relocation failed to disclose that they were a broker, and a separate party would handle the move with multiple drivers included, increasing the risk of damage to my items. The moving company changed the pickup date with less than 24 hours' notice to a day earlier (03.10.2023), resulting in a disruption of travel plans and additional costs. The movers changed delivery drop off to 7-10 calendar days and charged an additional $1,585.87 for packing materials, labor, fuel, and gratuity (which were already included in the $4,728.90). Paperwork and checks were signed under duress. Three days into the move, I received a phone call/email saying delivery could now take up to 21 calendar days from date of pickup and that my things were sitting around waiting for the trailer to be filled for a route to MT. On 03.23.2023 I was told delivery could actually take up to 30 business days from the first date eligible for drop off, which was 03.15.2023. As of 03.24.2023, the delivery is 5-7 days late from the committed time, $846.37 more than the total was taken. Ready Relocation and Blue Ridge Moving & Storage have both failed to resolve these issues. The moving company has shirked responsibility and have been difficult to get in contact with. After several attempts to contact, I have yet to receive any response from Ready Relocation; it has been radio silence since 03.11.2023. I also start my new job soon, which complicates receiving the delivery if they continue to delay.

  Business response

  04/03/2023

  
  
  
  We appreciate customers' feedback, as a company, we are always looking for ways to improve our services.
  
  In response to the online complaint we would like to address the following:
  1. On March 1,  2023, the company secured a position on our calendar and provided customers with a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting a deposit of $1,177.22  to secure a position on our calendar. 
  2. Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized FMCSA (Federal Motor Carrier Safety Administration) motor carriers. In fact, policy states "Please note that Ready Relocation Experts. is a properly licensed interstate Broker. Ready Relocation Experts is not a motor carrier and will not transport an individual shipper's household goods, but will coordinate and arrange for the transportation of household goods by another FMCSA authorized motor carrier, whose charges will be determined by its published tariff."
  3.  Our company also strives in saving customers money, unfortunately upon arrival the FMCSA carrier noticed that the volume, that customer would occupy, exceeded the amount initially estimated. This adjustment in volume caused the increase in price, the bill of lading reflects the difference in volume which was signed off by the customer indicating this was agreed by the customer. These adjustments were for including but not limited to the increase in weight as well as Optional Accessorial Services and Additional fees for the "Packing supplies such as boxes, bubble wrap, etc.
  4. We strive to accommodate customers arriving within the requested window for pickup and delivery however, due to unforeseen delays, no promises can be made. In fact, the Binding Moving Estimate policy makes clear "All pickup, load and/or delivery dates are only estimates and are not guaranteed. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates."
  5. The customer has been delivered.
  
  
  The Customer's desired resolution was for a full refund. After careful review of the account and our cancellation policy, the company has concluded we not only stayed in clear communication with the customer, but we have executed our end of the estimate. Therefore, no refund can be processed in any form. However, for any inconvenience our company is willing to provide a future long-distance move at a discounted rate.
  
  Thank you for your time and attention to this matter.
  
  

  Customer response

  04/05/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  
  Inquiry calls made to the moving company (Van Lines) Feb/March. During these calls, the sales rep failed to disclose that they were actually called Ready Relo and that they were a broker. Failed to disclose that a separate moving company/carrier would handle the move and their name. Failed to disclose that extra services/costs might occur such as shuttles, step maximums etc. Failed to disclose that there was a Bill of Lading that would supersede their own binding estimate. They low-balled the estimate by almost double what they charged. Continually refused to answer clarifying questions and were dismissive of concerns. 
  
  Terms of agreement upon signage and deposit were that a truck was en route to Montana weekend of 03.11-12.2023; these were the agreed/confirmed pickup dates; agreed delivery time was guaranteed between 6-8 calendar days from pickup as per the agreed upon Premium Guaranteed Service but the rep failed to disclose this after the fact. This was a full-service deal with packing materials, labor, fuel etc. all included. 
  
  With less than 24-hr notice, BRMS said they were now arriving on 03.10.2023; refused to acknowledge this was not the agreed/confirmed date. I stated I was not ready, but they threatened to cancel (after $2,243.22 already paid) if I did not accept. Movers arriving 03.10.2023, resulted in disruptions to travel, etc. The Bill of Lading was signed under duress, and there was an additional $589 added afterward and after belongings were loaded. Ready Relo reps refused to respond to calls, made according to their moving estimate instructions. Only after pickup did a Ready Relo rep call but only about having double charged me and have yet to refund it. BRMS refused Full (Replacement) Value Protection, only accepted a lower level of protection or they would cancel. Ready Relo also refused to acknowledge that the movers arrived early despite saying otherwise. 
  
  Delivery was over 2 weeks late, occurring on 04.03.2023 instead of between 03.15-18. Communication attempts have either gone unanswered or reps were hostile. Representatives have been rude, disrespectful, and condescending. The carrier (Blue Ridge Moving and Storage) repeatedly threatened to cancel delivery and/or withhold my belongings unless I pay what is significantly more than quoted. They repeatedly hung up on me. Ready Relo have also repeatedly put me on hold or hung up rather than answer questions/help and have made sexist remarks. Ready Relo attempted gaslighting tactics to imply what was said didn’t happen, that whole persons do not exist and that I did not talk to persons mentioned despite records of it. 
  
  Initial estimate was just over $3,000 with a military discount of $300; updated estimate was $4,728.90 with the military discount. After the movers arrived, the grand total was $6,161.87 with the military discount. Ready Relo lied about two discounts of $300 being made, the only discount applied was one military discount of $300. After many phone call attempts, they finally agreed to a small discount of $125 but is still shy $175 of what they said. Their rep also failed to disclose that this ‘discount’ would be a check sent out to me, but instead told me that it would be directly applied to the balance. Payments and payment methods have been inconsistent with the first two (and the double charge) made to Ready Relo, the next to BRMS and the final to the movers of yet another, separate company. Final costs were well over $8,000 which is at least doubled what they had quoted and what was actually agreed and signed to. 
  
  Had Ready Relo been upfront and disclosed vital information about costs and services, I would have chosen another company as they do not meet my needs and have been nothing but fraudulent and extorting.  Both Ready Relo and their carriers have continued to make changes to the agreement(s) throughout the entire process, even after agreements had been made and signed. Their carrier only revealed information via text or email after complaints were made, after which they tried to justify their mistake by saying they told me already (which they had not). I have filed additional fraud complaints with the FMCSA as that is ultimately what is happening here. The best resolution would be to refund the $1,066 from the double charge they took, as well as payment for any damage they did to my belongings and return the difference between the agreed/signed to cost and the amount they extorted from me, by withholding my belongings and threatening to cancel delivery.
  

  Regards, 

  ******* ******* 

  Business response

  04/10/2023

  In response to the preceding appeal we would like to provide the following;
  We have requested the bill of lading to be reviewed with the customer.
  Thank you for your time and attention to this matter.
  
  

• Initial Complaint

  03/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was given (and signed) an estimate for relocating my personal belongings from a 1 bedroom apt in Seattle to a new apt in Traverse City MI. The estimate was for $4233.53 by Ready Relocation Experts, I was told estimate would change depending on # of boxes, and I was told they would disassemble furniture. I paid half up front. The day the movers arrived (the last weekend I could move out) they doubled my estimate to $7771.84, I was charged for wrapping the furniture that I took the time to disassemble myself, added fees for cubic ft as opposed to boxes (I had well under 30), was told my totes needed to be repacked into different boxes, and was charged a shuttle fee for a smaller truck because I lived downtown, but was also charged a fee for moving items more than 75’ because the truck they used wouldn’t fit in the loading dock (so was it a shuttle I should be charged more for or a bigger truck I should be charged more for? How both? They had my zip code yet I was told all moves in my zip code required the added charge). Most notably, the movers were contractors who worked for a different company, their paperwork says ********** ****** ****** and ******* ***, my order # was *********. They were supposed to deliver starting the 1st of March (pickup was on the 25th of Feb), it is now the 11th of March. I have contacted several numbers, last week I was told the order was still in Washington, however nobody will give me any additional information since. The contract required I sign 3 days in advance of service (probably because the charges weren’t fair) but they sprung everything on me at pickup threatening not to take my stuff if I didn’t pay. The company that hired the company that hired the contractors won’t take responsibility for the extra charges, everyone I have spoken to has pointed the finger to a different party, claimed ignorance, or promised to get back to me. It has been weeks and I worry I won’t get my belongings. I’m out an extra mo rent and work. Plz help

  Business response

  03/24/2023

  We appreciate customers' feedback, as a company, we are always looking for ways to improve our services. In response to the online complaint we would like to address the following: 1. On February 13, 2023, the company secured a position on our calendar and provided customers with a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting a deposit of $1,536.88 to secure a position on our calendar.  2. Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized FMCSA (Federal Motor Carrier Safety Administration) motor carriers. In fact, policy states "Please note that Ready Relocation Experts. is a properly licensed interstate  Broker. Ready Relocation Experts is not a motor carrier and will not transport an individual shipper's household goods, but will coordinate and arrange for the transportation of household goods by another FMCSA authorized motor carrier, whose charges will be determined by its published tariff." 3.  Our company also strives in saving customers money, unfortunately upon arrival the FMCSA carrier noticed that the volume, that customer would occupy, exceeded the amount initially estimated. This adjustment in volume caused the increase in price, the bill of lading reflects the difference in volume  which was signed off by the customer indicating this was agreed by the customer. These adjustments were for including but not limited to the increase in weight as well as Optional Accessorial Services and Additional fees for the "Packing supplies such as boxes, bubble wrap, etc.  4. We strive to accommodate customers arriving within the requested window for pickup and delivery however, due to unforeseen delays, no promises can be made. In fact, the Binding Moving Estimate policy makes clear "All pickup, load and/or delivery dates are only estimates and are not guaranteed.  There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates."  5. The customer is currently in transit for delivery. The Customer's desired resolution was for a full refund. After careful review of the account and our cancellation policy, the company has concluded we not only stayed in clear communication with the customer but we have executed our end of the estimate. Therefore, no refund can be processed in any form. However, for any inconvenience our company is willing to provide a future long-distance move at a discounted rate. Thank you for your time and attention to this matter. 

  Customer response

  03/31/2023

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  Hi BBB, After a month of living in an empty apartment, I’ve finally received my belongings from a third company (*********** *** **** ****). Ready Relocation Experts position themselves as a moving service on their website, and do not make it clear that they act as a “moving broker”. The sales person whom I signed the agreement with, ***** ******, acted in bad faith when providing the estimate. I was told my furniture would be disassembled and reassembled within the estimate provided, I was told that the estimate likely wouldn’t be exceeded so long as I was within the number of boxes listed (I had less than 20, the estimate was for 30), I was told as long as I had the loading dock reserved (a process they didn’t make easy) I likely wouldn’t have to pay a shuttle fee. The bait and switch occurred when ********** ****** (the company Ready Relocation hired to procure my items) arrived at the end of the last possible day I had to move, and upcharged me considerably (to the tune of over 5 grand) to pick up my items. The contract states that if I didn’t agree to the additional charges, Ready Relocation would keep the deposit I made when I hired them. I was charged $748 for packing materials, on the form it indicated blankets, which accounted for nearly all the materials provided. When *** **** brought my items to my new address, they said the moving blankets must be recovered by the moving company, even though they charged me almost $800 for them. When I spoke with Jessica from ********** ******* she could not explain what the $748 charge was for only that it didn’t apply to the blankets (which were listed on the form), she then told the driver (on my phone which was on speaker phone) to not unload my items and to keep them hostage unless I returned the moving blankets. In the end I let them take the packing materials I was charged for. ********** ******* *** ****, and Ready Relocation Experts had very poor communication with each other, and could not account for why certain charges were made, or why promises one party made couldn’t be kept by another. It’s my position that ********** ****** especially overcharged me for pickup. I’m running out of time to respond, but I would like additional attention paid to this claim. I was lied to regarding the initial estimate, I was trapped in an empty apartment for nearly a month waiting on delivery (I never received more than 24 hrs notice), and I’m out a near total of $9000 for the worst moving job I’ve ever paid for.   Regards,  ******* *******

  Business response

  04/03/2023

  In response to the preceding appeal we would like to provide the following; We have requested the bill of lading to be reviewed with the customer. The customer has been delivered. Thank you for your time and attention to this matter. 

  Customer response

  04/12/2023

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  Regards,  ******* *******

• Initial Complaint

  02/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was contacted by Ready Relocation experts on February 3, 2022. I believe that they got my contact information when I was searching for moving services through ******* ****. The agent collected some basic information about my move (location, dates), and asked me to list the large pieces of furniture that would be moved. Upon providing this information, the agent provided a quote for the move (under $3000) that was well below my expectations. To reserve the truck, I provided a virtual signature and received an emailed "binding estimate." The agent told me that payment would be collected 50% at the pickup date, and the remaining 50% upon delivery. He then transferred me to the billing department to collect bank account information. Upon reviewing the full contract, I realized that I had inadvertently paid a non-refundable deposit for nearly 50% of the estimated cost ($1414), and that the estimate vastly underrepresented the amount of items that I told the agent we would be moving. I contacted the billing department and agency immediately to request a cancellation of the agreement and a refund of the deposit. The agent repeatedly refused to provide a cancellation or an adequate explanation of the terms of the contract. I called the business multiple times to cancel the agreement immediately, they claim that it takes 3-10 business days to process a cancellation and that the deposit is gone. I think that this business should be removed from the ******* **** referral system, and that they should be required to disclose the amount and terms of the deposit, and that this is an unreasonably high percentage to charge for an advance deposit. Consumers should have time to review the fine print before committing to these terms, and the company should be required to process cancellations immediately. I can provide email documentation. Internet search results show that others have also had this experience, I would love to get a refund but also want to protect others from this.

  Business response

  03/28/2023

  1. On February 3, 2023, the company secured a position on our calendar and provided customers with a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting a deposit of $1,414.00 to secure a position on our calendar.2. Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized FMCSA (Federal Motor Carrier Safety Administration) motor carriers. In fact, policy states "Please note that Ready Relocation Experts. is a properly licensed interstate Broker. Ready Relocation Experts is not a motor carrier and will not transport an individual shipper's household goods, but will coordinate and arrange for the transportation of household goods by another FMCSA authorized motor carrier, whose charges will be determined by its published tariff."3. On February 6, 2023, the customer canceled the move.The Customer's desired resolution was for a full refund. After careful review of the account and our cancellation policy, the company has concluded we not only stayed in clear communication with the customer but we have executed our end of the estimate. Therefore, no refund can not be processed in any form. Our company would have rather executed the move. However, our company will hold the deposit for 12 calendar months for a future Long Distance move from the cancellation date (February 6, 2023).

*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. ↩