Complaints

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing a complaint regarding a moving charge with Regency Movers that included surprise fees that were not previously discussed. Our move was long distance (from ******** to ************, **), so we loaded on June 23, 2024 and unloaded the next day on June 24, 2024. Regency told me the day of unloading that there is a minimum 3 hour charge for loading and unloading each. The actual move only took 1.5 hours each for loading and unloading. Further, Regency charged me an additional $185 travel fee although we had previously only discussed the one-time $900 transportation fee. Neither of these minimum hours or charges were previously discussed with me when I called for an estimate and emailed the business to confirm the fees nor could I find it on their website. Please see below for the total charges of $1,498.65 which consist of the following: $277.5 (1.5 hours loading at rate of $185)$277.5 (1.5 hours unloading at rate of $185)$900 transportation fee $43.65 (3% credit card fee)$1,498.65 Total Please see below for the over-charges totaling $762.20 $555 (3 additional hours at rate of $185)$185 fee for travel $22.20 (3% credit card fee on subtotal of above charges) $762.20 Total Please note that I have attempted to dispute this charge with my credit card company (Chase) which has been declined.

  Customer response

  08/02/2024

  Hello, 

  I do not have a contract or estimate (besides the email provided with my initial complaint). I am attaching the final receipt I received from the movers that includes charges that were not previously disclosed to me. 

  Thank you!

  Business response

  08/06/2024

  We went to **************** residence in ******** and loaded her household items. We have a 4 hour minimum but we only charged her 3 hours. We unloaded in FAlls Curch the following day again only chargeing 3 hours when we have a 4 hour minimum. *********** signed the paperwork both days agreeing to the hours and the charges.

  Customer response

  08/08/2024

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

  Regency stated that I agreed to all of their charges but they were not closed to me until the day of unloading. If they had disclosed their minimum charges and the additional one-time charge of $185, I would have engaged a different moving company. This dispute is regarding surprise charges and failing to disclose all of their charges and conditions during the estimate process. 
  
  Regards,
  
  *******************
  
  
  
  

  
  

  Business response

  08/08/2024

  We stand behind our original response to Ms. ***** complaint. The job was estimated over the phone. The move was completed and charged by the standard industry minimums.

  As we stated ************ signed the contract which states that she agreed  to the rates as stated on the contract.

  She disputed with the credit card and they denied her complaint.

   

  In closing, the move was completed on time with no damage.We do not feel we owe ************ any refund.

  Customer response

  08/12/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Regency did not provide accurate information when providing the estimate over the phone. They indicated I signed a contract, however they are referring to an eventual bill of sale to which they added the minimum number of hours and an extra fee only after services were provided.

  To reiterate, I am not disputing the move itself nor have I claimed that anything was damaged during the move. I am disputing the surprise charges that were not disclosed to me until after the move was completed. Regency mentioned industry standards its in response. However, I have never been charged a minimum number of hours by any mover in the past. The business lacked to provide transparency during the estimate process and provided a misleading estimate, and I was not given an opportunity to decline the services as they were only disclosed at the time of payment. 

  Again, to resolve this matter, I request the refund totaling the undisclosed charges. 

  I really hope Regency is taking this complaint seriously and takes steps to improve its transparency and communication with customers. I look forward to a prompt and satisfactory resolution to this issue.  

  Sincerely,
  

  ***************;
  
  
  

  
  

*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. ↩