ComplaintsforS & M Relo LLC

• Initial Complaint

  02/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  We hired S&M Relo LLC (DBA Carefree Movers) to moves us from Kansas City Missouri pickup 5/4/2022 and deliver to Covington LA on 5/9/2022. The movers increased our moving price the day of the move by $11,000. For a total of $24,470. None of our items were actually packed and just thrown in a box. Many items were lost in the moved and the majority of the furniture was damaged. Will filled out all the damage paperwork with the movers and filed all the claims though the insurance company. S&M Relo LLC offered us a settlement of $75. We are seeking Order No: ******** . Our proposal is $6040. This $2640, $.60 on the dollar for damaged items and all missing items according to the contract we signed and return of the packing fee of $3400 since hardly any items were actually packed into a box and just thrown in the boxes,

• Initial Complaint

  11/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I hired movers to store my items and deliver them to me upon payment. I originally contracted Allegiant for the move, and they subcontracted S&M Relo LLC to move and store my daughter's belongings. I paid for the storage on June 8, upon which they were required to deliver the items to Los Angeles to my daughter ******. They are in breach of contract and have not delivered the items. I call and text them every single day. Every 10th call or so, sometimes they will reply that I've been assigned to a driver and get an ETA soon, and they never follow up. I read from someone else online with this issue that the BBB helped them finally get their things. I know you don't accredit this business anymore due to complaints, but I really need help getting my shipment or at least the address of the storage facility so I can go get it myself. I have invaluable family photos and memories in this shipment and am desperate for someone to help. The warehouse manager, ****** phone number is: ************. Otherwise I've just been calling the corporate office number you have listed. Please call or advise any steps I can take against these scam artists. Thank you.

  Business response

  11/23/2022

  Please note our corporate office is actively researching why this shipment has not been delivered.  At this time I do not have any answers on expected day of delivery.   It is not standard for shipments to arrive after the 30 business day spread.  We do apologize for the late delivery.  This time frame may change based on the time of year, weather conditions, road conditions, other acts of God, delivery schedule, geographic location of the move and other unknown factors.  We do apologize for the inconvenience of her late delivery and give the customer the option to file a claim for the delay to help with cost.
  
  

• Initial Complaint

  09/22/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I was given them through a third-party called Mission Moving, which should have been a red-flag right away. They were an hour late to agreed upon time frame, and this was after they rescheduled the agreed upon time from a week prior. They then stood around for an additional 2 hours, because their dispatcher had the details wrong about the move, before they finally got to work. They had to rush because we were working within a time window which would have been fine, if they SHOWED UP READY TO WORK ON TIME, but they weren't. When it was finally time for delivery, they tried to hold my items hostage under false pretenses, stating their mover tried to contact me a week earlier to which I apparently replied I wasn't ready. Which never happened and I had proof of. I was a broken, crying mess before anyone within the company decided to investigate and find out their mover lied for extra money. Finally my things arrive: almost all of them damaged. The mover admitted that while all the items were wrapped when they arrived in texas, the people in charge of their storage facilities decided to unwrap everything and stack everything haphazardly, due to lack of materials for another job. Some things were just badly damaged. Others were just straight up broken beyond repair. Contact them to make a claim. They gave me a bogus site. After putting everything in, given no confirmation # or pdf version of my app. 2 months later, I call and they state they have no record of my claim. I have the email confirming I put one in and all they sent was an screenshot of an entirely empty gmail inbox, which if I find hard to believe since their entire job is responding to claims. Tried calling the moving company about this, they never answered the phone, not returned any messages. Before I realized all of this was just one big scam, it was too late to report it to my bank. The damaged items were worth over $5000, and I couldn't even resell them after what they did.

• Initial Complaint

  09/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  We made an agreement with what we thought was Allied Van Lines with a person name ***, phone number ************ for $2200.00. When the moving company came it was a totaly different company, S&M Relo was the name that arrived.

  They told us they would arrive between 8am to 12. never showed up. i called them at 12:30 and they said a worker did not show up and they wouldnt be there till 5. they showed up at 7:00 and said the price would be much much higher. they sat in the truck for one hour waiting for their boss to jack up the price.would not do anything knowing we had to be out that day.thats the con. they would not move anything till i signed the paper. we were stuck and had no choice. i called them on August 18 for my delivery on Sept 1st. and spoke to ***** to confirm that date. I spoke to them one more time and they told me they are waiting for another move to add to mine. they never called back and will not answer any phones or return calls. Today is September 14th and my belonging are held hostage somewhere.

• Initial Complaint

  08/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Redline Moving Utilized this company to move in OCT 2021. This subcontractor broke, lost, misplaced or stole approximately $3000 worth of items in their care. Neither the primary nor the subcontractor will provide me with a detailed bill of lading so that I may process a claim. I paid this company over $9000 dollars to move my possessions safely and they fail to return that property.

  Business response

  10/12/2022

  Customer scheduled move with a moving broker.  A moving broker is a company that arranges for the transportation of your cargo, utilizing for-hire carriers to provide the actual truck transportation. Moving brokers are sales teams that book your move and sell it to an actual moving company.
  A moving broker is not a mover. A broker does not assume responsibility for, and is not authorized to transport, your household goods. Brokers do not have moving trucks or professional movers. Brokers for interstate moves are required to use only movers that are registered with FMCSA.

  We are so for the inconvenience of damages or lost items.  Customer signed and initialed on contract that they are aware of what to do incase of a claim.  

   If there happens to be any damages or missing items upon delivery, please email [email protected] with a list of missing items AND go to www.movingclaims.net to file a claim with our insurance. You will need your job number (A6857751) and delivery inventories.  After claims are submitted Movingclaims.net answers all claims related questions and settles the claim.  Moving Claims is an administrator consulting firm providing damage and loss claim processing along with customer support services for Household Goods Carriers.

  Detailed bill of lading was provided to customer at pick up when signed through mail. 

• Initial Complaint

  07/16/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I, ***** ********** reached out to ******** Moving Co. on 9/24/2021 at 11 a.m., requesting a quote on a 2-story, 3-bedroom move from **** * **** ***** **** ***, Gilbert, AZ to **** ******** ***** **** ***** Sacramento, CA. I spoke with a sales representative by the name of Scott, whom provided me with a quote based on his questioning of the type of furniture I had. . • When speaking with multiple moving companies and doing research on what a full-service moving company is, it consists of supplying packing materials and supplies, packing up belongings, furniture disassembly, truck loading and unloading, transporting belongings, unpacking and disposal of packing materials. According to the Binding Moving Statement, This estimate includes the following services to be performed by the carrier: • Transportation of goods with either 18-wheeler or 26 ft. straight truck. Standard pick ups are completed on a straight truck (26ft /30ft) and deliveries on a semi- trailer. (18-wheeler ( 53ft / 72ft) • Reassembly for all items disassembled by the movers on the day of pick-up. • All transportation, taxes, tolls, mileage, and fuel surcharges. • Standard valuation protection up to $10,000 based on 0.60 cents per lb. per article. • No elevator charges. • 30 days free storage in a secured climate control storage facility with free re delivery to destination. (Require a 7-day notification from the 30th day with delivery address / first available date for delivery or if additional storage is needed.) ($0.50 per cubic foot) • No charge for packing tape and moving pads. • No date change penalties if your request is made more than 7 days before your originally scheduled pick-up date. PLEASE READ ATTACHMENTS FOR FULL STORY

• Initial Complaint

  05/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  December 2021 we hired S&M Relo through a contracted broker to move our house from Arizona to Oregon. The managers were rude and argued the pricing - for days! The even lied and tried to re-negotiate the contracted price stating that "they don't have time to review the contracts - they just accept them." Once our items were received in Oregon there was over $4000 worth of damage to items. Broken TV's, shattered lamps, holes in furniture and missing/broken legs off of furniture. Upon filing a claim for all of the damages they offered a $75 settlement and sent a release for us not to file a complaint. We understand that damage can happen - shattered TV's and broken furniture has a value. The claim that we filed wasn't even for the inappropriate and unprofessional behavior of the managers. Filing a Complaint the BBB is my only recourse in hopes they will readjust their offer for the claim - as well as make sure other people know to stay away from this company.

  Business response

  10/14/2022

  All Mighty Relocation is a Moving Broker.  A moving broker is a company that arranges for the transportation of the cargo, utilizing for-hire carriers to provide the actual truck transportation. Moving brokers are sales teams that book the move and sell it to an actual moving company.  A moving broker is not a mover. A broker does not assume responsibility for, and is not authorized to transport, the household goods. Brokers do not have moving trucks or professional movers. Brokers for interstate moves are required to use only movers that are registered with FMCSA.  Carefree move was contracted to do the move for Rebecca Cate.  As a contracted Mover Carefree does honor the pricing set per the Broker per Cubic Ft.  Carefree would have originally moved the quoted 2135cf and given customers the option to find alternative transportation to move the additional 1165 cu. ft..   Customer agreed to ship the additional 1165cf at the set price from the broker at $4.00 per cubic ft.  Customer signed a contract with Carefree Move and continued on with the move.  
  All Mighty Relocation LLC provided the Customer an estimate based on the list of items and services they requested at the time this estimate was prepared. This BINDING estimate is based upon the specific items to be moved and services ordered as listed on the estimate. The estimated price will not change unless the customer orders additional services, adds additional items to be moved, or additional weight or cubic feet to be moved which are not listed on the estimate. Their document is an estimate only and not a contract; it is only binding for the specific services and items listed here within; any deviation of the services listed and ordered will result in a new estimate being issued. In such cases, a revised written visual estimate must be executed prior to any services being performed.  The Customer agreed to that with Carefree move. 
   Carefree move regrets that this move had damages. There is always a possibility for unforeseen service failures such as damaged or missing items.  Due to this possibility we provide customers with all the information they will need to make a claim.  MovingClaims.Net is the company we contract to handle damage claims for our customers. Customers signed and Initialed that we provided them with this information.
   Customer Signed WAIVER of Full (Replacement) Value Protection. This lower level of protection is provided at no additional cost beyond the base rate; however, it provides only minimal protection that is considerably less than the average value of household goods. Under this option, a claim for any article that may be lost, destroyed, or damaged while in your mover’s custody will be settled based on the weight of the individual article multiplied by 60 cents. We are sorry for the inconvenience to the customer but we do rely on them to read their contract and understand what options they have available before signing,

• Initial Complaint

  05/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I reached out to a company who advertised themselves as movers, Southern Guarantee Moving. Southern Guarantee quoted me $2,000 to move my belongings from Schererville, Indiana to Aubrey, Texas. I accepted the quote. On April 1, 2022, moving day, I found out they were brokers who contracted my move out to a company named S&M Relo. S&M Relo picked up my things from the origin address, in Schererville IN., Friday, April 1, 2022. When they arrived, they proceeded to tell me that I had more belongings to be moved than they originally anticipated and quoted me an additional $749.99 for my items to be moved. I had not added any additional items from what I initially communicated to the moviging company but I paid the additional amount asked because my items needed to be moved that day. I was told that my items were being taken to Chicago, IL and would be put on another truck that was heading to Texas (the destination address). I was told the total transit time would take 7-10 days. Once the 7-10 day mark passed, I followed up with S&M Relo and was told that my move could take up to 30 business days. I asked several times where my belongings were being held and after several calls I was told they were sitting in a warehouse in Ohio. I offered to come retrieve the items and was told they could not tell me exactly where they were. Today is May 5, 2022 and I still have not received my items and after calling several times I am still being told that they do not know when my items will be delivered to me. They have thousands of dollars of my belongings and have been withholding them from me for over a month. I read through the entire contract, even the fine print, and I never signed or agreed to my belongings sitting in a warehouse in Ohio for over a month.

  Business response

  10/12/2022

  Please note Shipper moved more items/weight then was first anticipated.  See attached paperwork signed by the shipper. 

  Also please note the shipper booked a move with a Moving Broker.  A moving broker is a company that arranges for the transportation of the cargo, utilizing for-hire carriers to provide the actual truck transportation. Moving brokers are sales teams that book the move and sell it to an actual moving company.  A moving broker is not a mover. A broker does not assume responsibility for, and is not authorized to transport, the household goods. Brokers do not have moving trucks or professional movers. Brokers for interstate moves are required to use only movers that are registered with FMCSA. 

  Customer was also informed, signed and agreed before picking up the shipment that there is a 30 business day delivery spread.  You have provided a FIRST AVAILABLE DELIVERY DATE and understand that this is not a guarantee that your shipment will arrive on a specified date. Furthermore, you understand that you have a delivery spread that has been provided by your booker and acknowledge that this, as well, is not a guarantee that your shipment will be delivered between those dates. The Department of Transportation guidelines have a provision for delivery via your household goods carrier that your shipment may take up to 30 business days.
  Example – Specified First Available Delivery Date – 01/02/2021 falling on Monday. DOT guidelines of 30 business days, your shipment could possibly not be delivered until 2/18/2021.
  

  If your shipment is delayed beyond the 30 days, you will be eligible for a delay claim of a maximum amount of $25.00 per business day.
  

  Please note also Customer was delivered on 5/13/2022 on time and before end of agreed delivery spread.  
  

  We are sorry the customer feels un-informed but we do also rely on our customers to read the contract that they sign.  
  

  
  

• Initial Complaint

  04/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On 3/12/2022 I did an online search of moving companies and filled out a “get an estimate” form. I was contacted via text: by a Paul from Alliance Van 888-624-7611 US This is Paul from Alliance Van Lines, 888-624-7611 US DOT# 31543198 I called this company. I was given a 1800.00 price and told a truck was coming from Fremont, OH heading to a town in Utah and my items could be added to the truck and delivered to Salt Lake City, Utah by April 1st. So I paid the 6 hundred some dollars deposit on my Discover Card. A week later I got a call I had to give the mover cash half upon pick up an half on delivery. I got suspicious. I called back later and after some questioning realized my move had been contracted out to another company. I finally got the name of the company and a phone number: [email protected] 614-892-7502 I made the call and was told I could pay with a check or credit card. So I was okay with it. Then on March 21, a truck arrived to pick up my items. The man said he had a warehouse in Bowlingreen, OH were items would be stored until S&M Relo picked it up for delivery. The man’s name was Jesus Pagis. I now realize the paperwork he gave me no warehouse information/ name/ address. My delivery date was March 25 or 28th. The last thing he said to me was “Now remember, they will just call you 24 hours before they deliver.” On April 7th I started emailing and calling S&M Relo. The email are retired as no known address. The phone number does not get answered. I spent a total of about $2400.00 on this. More importantly many of the items were family heirlooms. More than anything, I want to get my items returned. Can you help me and prevent others from the same fate? Also, I paid with a check for the full amount of $1852.20 because these items were for my niece in Salt Lake City and I did not want her to have to pay upon delivery. I have the papers I signed with S&M Relo, but I was unable to upload them.

• Initial Complaint

  03/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  Hired S&M Relo LLC via Final Destination Moving on 1/11/22 to move items from ** to **. Items were picked up 2/3/22. On 3/2/22 a **** **** truck driver from ** called and said he was at my home to deliver my items. As he started to unload items, it was obvious they were not mine. They had my inventory sheet but could not find my items. Driver said they would unload other deliveries & return later. They did not return, nor did they call to update me. I called the driver who told me my items weren't on the truck. On 3/4/22 I started calling S&M Relo and Final Destination to inquire. Most of my calls went voicemail. When I did reach an individual, I was given another number/contact to call, a trail of dead ends. On 3/4/22, I reached J*** (Ops Mgr), who sent pictures of items remaining on the **** **** truck asking if they were mine. They were not. J*** told me that my items must be in ** so I asked him for proof. He said he would have the foreman send me pictures. No pictures or call. On 3/7/22 I texted J*** asking for an update. No answer. On 3/9/22 I called J*** and got a text response saying he would call back shortly. Never heard back. On 3/10/22 I sent another text requesting an update; no response. In the interim I tried to speak anyone at S&M, no response. On 3/16/22 I called the **** **** driver and he told me he was en route with my items. On 3/22/22 I called the **** **** driver to see when he would be delivering the items. He told me that he doesn't have my items, and told someone in the office about "the story". I asked for the name of the person he talked to. He gave me a phone #-customer service dept. I called the # spoke with C*** who asked me to text her my name and proof of order number. I never heard back. As of 3/23 per J***, items are missing from warehouse vault. Company committed to pickup and safe delivery of items. Monday paid to co. $2,008.12.

  Business response

  10/12/2022

  I want to apologize for the experience the customer had with our team.  Please note customers shipment was found and delivered very early in the 30 day delivery spread.  I have used this experience for training purposes to be sure we don't make a mistake like this again.  Attached copy of BOL and Delivery paperwork signed by customer

   

  Customer response

  10/17/2022

  
  
  I am rejecting this response because:  The photo of the signed inventory r***ipt is incorrect.  That was dated when the truck originally arrived on March 2, but they had none of my items on the truck.  I believe that they photoshopped or fraudulently transposed my signature  As you can see from my copy that I took a photo of, my signature is NOT on the bottom as r***ived.   It is only after I filed a complaint with the Transportation and Safety Board and an attorney got involved during the summer that the moving company finally responded and delivered my items on July 26, 2022.  They have also refused to pay me the late delivery fee and reimburse me for a lost item, etc.  

  
  

  This is a bogus company and I understand the owner keeps shutting down and opening up under a new company name.  He should be BANNED from having ANY MOVING COMPANY.

  If you require any additional information from me, or need to speak to the subcontractor moving company that actually delivered my items in July, I can send that to you.

  
  

  Thank you for your assistance in the matter.

  Business response

  12/21/2022

  S&M delivered customers household goods.  Shipment was misplaced at one time and advised customer to make a claim with movingclaims.net.  Customers shipment was found and delivery arrangements was made with customer.  If the shipment is delayed beyond the 30 days, customers will be eligible for a delay claim of a maximum amount of $25.00 per business day.  
  MovingClaims.Net is the company we contract to handle damage claims for our customers.  S&M does not partake in the claims process.  All questions and concerns regarding damage claims and late delivery claims are all handled by Movingclaims.net  Customer has deadlines and paperwork that is processed through the 3rd party service. 
  

  Customer response

  12/22/2022

  I am rejecting this response because I have filed a complaint with the the claims company and their two “offers” were $25 and subsequently $75 which comes nowhere near the over $3,000 delay fee they owe me plus reimbursement for missing item, broken items and time missed from work. 
  

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