ComplaintsforReliant Moving Services LLC

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Reliant Moving Services, for their refusal to acknowledge damages incurred during my recent move on Sunday, December 31, 2023, and Tuesday, January 2, ****.I engaged Reliant Moving Services for the aforementioned move, and unfortunately, several damages occurred to my belongings. I have followed the recommended process of contacting the company to address my concerns, providing detailed documentation, including photographs of the damages, in emails dated January 3, ****, and a follow-up on January 15, ****.Despite my efforts, I have received a response from the company's owner, ***************************, denying responsibility and offering unsubstantiated explanations. In his response, ****************** claimed that his crew felt unsafe due to alleged threats against them, which contradicts the events of the move. The crew was available and willingly moved all my goods on both days.Moreover, he asserted that damages must be noted in the original contract before departure by both the ******* and myself. Contrary to his statement, all damages were accurately noted on the receipt, and both parties (the ******* and myself) signed to eliminate any discrepancies. This information was also communicated to ****************** by his ******* before I made any payments.I believe ****************** is generating excuses to evade responsibility and deny my claim. Enclosed with this letter are excerpts from my previous emails to Reliant Moving Services, highlighting the detailed communication of damages and the ********* acknowledgment.I kindly request that the Better Business Bureau investigate this matter. I seek a fair resolution and acknowledgment of the damages incurred during the move.I understand the importance of providing as much information as possible to facilitate a resolution between me and the business. Thank you for your attention to this matter, and I look forward to your assistance in resolving it.

  Business response

  01/25/2024

  Thank you for reaching out!
  
  Our team at Reliant Moving Services LLC are always striving to satisfy all customer complaints. 
  
  Our team was hired to move **************** out of his storage unit and into his new home on both 12/31 of 2023 and 01/02 of 2024. 
  
  During his move on 01/02 **************** became confrontational with our head dispatcher and employees on site. He began making threats to both parties resulting in our employess feeling unsafe in a hostile work condition. Our team completed the move nonetheless. Unfornately *************** continued to be hostile and make threats during phone calls and emails after his move - resulting in our team minimizing contact.
  
  At the end of the ******************** move on 01/02 we received all signatures on our contracts. The last signature on our contract states "All items were placed in their final location without any damages" - viewable on the receipt **************** uploaded. Upon report of damages via email our team reviewed all materials and unfortunately most of ******************** claims do not qualify for replacement as damages reported appear to minor cosemtic issues that do not effect stability,  structural integrity, or function of the piece. Our team does have an in-house repair specialist that we would be happy to dispense, at no extra charge, to ******************** residence in order to address any cosmetic and other qualifying damages reported. 
  
  We are currently in correpsondence with the ***** to see if and what damages will qualify for ***** minimum liabity, as no greater insurance or liability was established in writing beforehand. We are happy to uphold any determination or advice once a determination has been made. 
  
  Best, 
  
  ***************************
  Reliant Moving Services LLC
  **********

  Customer response

  01/25/2024

  Complaint: 21195638
  
  I am rejecting this response because: ultimately, if ****** had offered sending someone to repair my damaged items during the move, I don't think I would have consulted BBB and TxDMV with this matter. Nonetheless, just for reference I also attached the emails between the vendor and myself which clearly shows how everything transpired, and the receipts attached clearly stating the damages recorded after the move. When will he send this person to ***************? Thanks
  
  Regards,
  
  *********************

  Business response

  01/30/2024

  Thank you for reaching out!

  At the end of the ******************** move on 01/02 we received all signatures on our contracts. The last signature on our contract states "All items were placed in their final location without any damages" - viewable on the receipt **************** uploaded. Nonetheless, upon report of damages via email our team reviewed all materials and unfortunately most of ******************** claims do not qualify for replacement as damages reported appear to minor cosmetic issues that do not effect stability,  structural integrity, or function of the piece. Our team does have an in-house repair specialist that we would be happy to dispense, at no extra charge, to ******************** residence in order to address any cosmetic and other qualifying damages reported. Unfortunately **************** continues to be confrontational during emails - making it difficult to find a resolution without the assistance of a third party. If **************** can agree to not create a hostile work environment for our repair specialist, we are happy to get him on our calendar in the immediate future. 
  
  We are currently in correspondence with the ***** to see if and what damages will qualify for ***** minimum liability, as no greater insurance or liability was established in writing beforehand. We are happy to uphold any determination or advice once a determination has been made. 
  
  Best, 
  
  ***************************
  Reliant Moving Services LLC
  **********

  Customer response

  01/31/2024

  Complaint: 21195638
  
  I am rejecting this response because:

  I would like to provide some clarification and address specific points raised in your response:
  
      Confrontation: I find it perplexing that my communication has been characterized as confrontational. As a repeat customer who has used ********************** for multiple moves, I have consistently approached our interactions with professionalism and courtesy. I am committed to finding a resolution to the reported damages and have not engaged in any confrontational behavior.
  
      Move Details: I want to emphasize that this recent move marked my fourth time utilizing Reliant Moving Services, and it's crucial to acknowledge the circumstances surrounding this particular move. The original plan was for a single-day move, but due to unforeseen issues with the transport vehicle, it had to be spread over two days. This deviation from the original plan.
  
      Damages Reporting: I adhered to the legal requirement to report damages within 90 days of the move. I submitted my initial report on January 3, ****, and followed up with additional details on January 15, ****. This timeline aligns with the legal requirements, and I would appreciate any clarification or evidence that suggests otherwise.
  
      Communication: As of January 15, ****, my last email to you, I have not initiated any further contact, whether through calls, texts, or emails, to you or any member of your team. I am committed to finding a resolution to the damages reported and do not wish to create any unnecessary tension. I remain committed to maintaining open and constructive communication throughout this process. I invite you to share any communication from me after January 15 that supports the claim of continued confrontation.
  
      Two Receipts: I would appreciate clarification on the two receipts provided. One clearly states the damages, and the other references the ** incident. The reason for uploading both was to ensure that the damages to the **, caused when the movers hit the ceiling during packing, were documented to prevent any discrepancies later.
  
      Repair Specialist: I am open to having your in-house repair specialist address the damages at my residence. However, to expedite the process, I kindly request a specific date and time for their visit. I am eager to resolve this matter as efficiently as possible.

  I wish to emphasize the urgency of resolving this matter and reiterate my commitment to a fair and amicable resolution. As a repeat customer who values the ******************** provided by Reliant Moving Services, I believe we can address these issues promptly. I would appreciate a more detailed response to a crucial aspect of my previous inquiries: when can your in-house repair specialist show up to address the damages at my residence? I am eager to initiate the repair process and bring this matter to a swift and satisfactory resolution.

  I am committed to a fair and amicable resolution to this matter. All my communication with you via email was included in this case from day one, and there is no need for me to lie or hide any pertinent details. I would appreciate your cooperation in addressing these concerns and facilitating a swift resolution.

  
  Regards,
  
  *********************

  Business response

  02/17/2024

  Thank you for reaching out!
  At the end of the ******************** move on 01/02 we received all signatures on our contracts. The last signature on our contract states "All items were placed in their final location without any damages" - viewable on the receipt **************** uploaded. Nonetheless, upon report of damages via email our team reviewed all materials and unfortunately most of ******************** claims do not qualify for replacement as damages reported appear to minor cosmetic issues that do not effect stability,  structural integrity, or function of the piece. Our team does have an in-house repair specialist that we would be happy to dispense, at no extra charge, to ******************** residence in order to address any cosmetic and other qualifying damages reported. Unfortunately **************** continues to be confrontational during emails - making it difficult to find a resolution without the assistance of a third party. If **************** can agree to not create a hostile work environment for our repair specialist, we are happy to get him on our calendar in the immediate future. 
  
  We are currently in correspondence with the ***** to see if and what damages will qualify for ***** minimum liability, as no greater insurance or liability was established in writing beforehand. We are happy to uphold any determination or advice once a determination has been made. 
  
  Best, 
  
  ***************************
  Reliant Moving Services LLC
  **********

  Customer response

  02/20/2024

  Complaint: 21195638
  
  I am rejecting this response because:

  I would like to provide some clarification and address specific points raised in your response:
  
      Confrontation: I find it perplexing that my communication has been characterized as confrontational. As a repeat customer who has used ********************** for multiple moves, I have consistently approached our interactions with professionalism and courtesy. I am committed to finding a resolution to the reported damages and have not engaged in any confrontational behavior.
  
      Move Details: I want to emphasize that this recent move marked my fourth time utilizing Reliant Moving Services, and it's crucial to acknowledge the circumstances surrounding this particular move. The original plan was for a single-day move, but due to unforeseen issues with the transport vehicle, it had to be spread over two days. This deviation from the original plan.
  
      Damages Reporting: I adhered to the legal requirement to report damages within 90 days of the move. I submitted my initial report on January 3, ****, and followed up with additional details on January 15, ****. This timeline aligns with the legal requirements, and I would appreciate any clarification or evidence that suggests otherwise.
  
      Communication: As of January 15, ****, my last email to you, I have not initiated any further contact, whether through calls, texts, or emails, to you or any member of your team. I am committed to finding a resolution to the damages reported and do not wish to create any unnecessary tension. I remain committed to maintaining open and constructive communication throughout this process. I invite you to share any communication from me after January 15 that supports the claim of continued confrontation.
  
      Two Receipts: I would appreciate clarification on the two receipts provided. One clearly states the damages, and the other references the ** incident. The reason for uploading both was to ensure that the damages to the **, caused when the movers hit the ceiling during packing, were documented to prevent any discrepancies later.
  
      Repair Specialist: I am open to having your in-house repair specialist address the damages at my residence. However, to expedite the process, I kindly request a specific date and time for their visit. I am eager to resolve this matter as efficiently as possible.
  

  I wish to emphasize the urgency of resolving this matter and reiterate my commitment to a fair and amicable resolution. As a repeat customer who values the ******************** provided by Reliant Moving Services, I believe we can address these issues promptly. I would appreciate a more detailed response to a crucial aspect of my previous inquiries: when can your in-house repair specialist show up to address the damages at my residence? I am eager to initiate the repair process and bring this matter to a swift and satisfactory resolution.
  

  I am committed to a fair and amicable resolution to this matter. All my communication with you via email was included in this case from day one, and there is no need for me to lie or hide any pertinent details. I would appreciate your cooperation in addressing these concerns and facilitating a swift resolution.
  
  Regards,
  
  *********************

  Customer response

  02/20/2024

  Complaint: 21195638
  
  I am rejecting this response because:

  I would like to provide some clarification and address specific points raised in your response:
  
      Confrontation: I find it perplexing that my communication has been characterized as confrontational. As a repeat customer who has used ********************** for multiple moves, I have consistently approached our interactions with professionalism and courtesy. I am committed to finding a resolution to the reported damages and have not engaged in any confrontational behavior.
  
      Move Details: I want to emphasize that this recent move marked my fourth time utilizing Reliant Moving Services, and it's crucial to acknowledge the circumstances surrounding this particular move. The original plan was for a single-day move, but due to unforeseen issues with the transport vehicle, it had to be spread over two days. This deviation from the original plan.
  
      Damages Reporting: I adhered to the legal requirement to report damages within 90 days of the move. I submitted my initial report on January 3, ****, and followed up with additional details on January 15, ****. This timeline aligns with the legal requirements, and I would appreciate any clarification or evidence that suggests otherwise.
  
      Communication: As of January 15, ****, my last email to you, I have not initiated any further contact, whether through calls, texts, or emails, to you or any member of your team. I am committed to finding a resolution to the damages reported and do not wish to create any unnecessary tension. I remain committed to maintaining open and constructive communication throughout this process. I invite you to share any communication from me after January 15 that supports the claim of continued confrontation.
  
      Two Receipts: I would appreciate clarification on the two receipts provided. One clearly states the damages, and the other references the ** incident. The reason for uploading both was to ensure that the damages to the **, caused when the movers hit the ceiling during packing, were documented to prevent any discrepancies later.
  
      Repair Specialist: I am open to having your in-house repair specialist address the damages at my residence. However, to expedite the process, I kindly request a specific date and time for their visit. I am eager to resolve this matter as efficiently as possible.
  

  I wish to emphasize the urgency of resolving this matter and reiterate my commitment to a fair and amicable resolution. As a repeat customer who values the ******************** provided by Reliant Moving Services, I believe we can address these issues promptly. I would appreciate a more detailed response to a crucial aspect of my previous inquiries: when can your in-house repair specialist show up to address the damages at my residence? I am eager to initiate the repair process and bring this matter to a swift and satisfactory resolution.
  

  I am committed to a fair and amicable resolution to this matter. All my communication with you via email was included in this case from day one, and there is no need for me to lie or hide any pertinent details. I would appreciate your cooperation in addressing these concerns and facilitating a swift resolution.
  
  Regards,
  
  *********************

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