Falcon Relocation, Inc.

to whom it may concern, the client was unavailable at the time of pickup (as we were trying to communicate with her and inform of additional items, size, services and cost. Based on federal regulations we are NOT holding the items ransom/ hostage and will be delivering without collecting the...

overage (the clients balance is actually a credit currently). The remaining balance of the overage will be billed 30 days AFTER delivery (based on same federal regulations of a non binding estimate process).The clients first available date for delivery was 12-19, our avg delivery time frame as we explain to all clients is up to 14 business days from first available date. We will be delivering by the weekend which puts us in a much shorter window of our estimated time frame.the client has received all of this explanation as well as delivery information so I am confused of where this complaint is coming from?

Greetings Mrs. [redacted]n,I went to your office because I did not receive any reply from the previous email I sent to you.Thank you for everything you explained. I finalized the claim with CSI regarding Falcon Relocation and mailed with supporting documents on 1/31/2016.I also wanted to follow your advice and inform Revdex.com AZ but as I login I notice that Revdex.com consider my case as resolved.In attachment you may find the last message I sent to Revdex.com and the claim I submitted to CSI.Would you have the kindness to inform Revdex.com AZ that from my prospective I do not consider the case resolved. So far only my rights can now be honored as they should have been without Revdex.com intervention. Better business would be that Falcon Relocation cease to be careless towards people goods (storing them in place where goods actually melt, handling them like garbage, asking a client to help unloading the truck because an employee injured himself unloading the client's goods), cease to blackmail clients when it comes to unload the truck, cease to be people of flaky word when a delivery date is announced, and does not prevent CSI to consider a customer call to adjust a claim. Thank you,Bernard C[redacted]

To whom it may concern,Bellow you will find a copy of the exact wording the client was explained verbally and in writing in the initial quote process (prior to us even loading her house) it explains a shuttle service is additional and charged for. This estimate was revised and signed for by the...

customer as well ( can produce copies upon request) Attached you will find the contract ([redacted]), on page 2 you will find the long distance sheet. This sheet is filled and signed by the client  confirming delivery information, it clearly states “YES” in access for a 53’ trailer as well, next box on the right explains again a shuttle fee will apply on delivery. The driver arrived to deliver in our regular size delivery vans and got stuck close to her location to the point he almost had to be towed out, being unable to park in order to deliver forced him to charge for a shuttle that entitles a truck rental and a whole day re-handling the items in order to redeliver. The price was charged based on our tariff and within agreement standards. If there is anything furthure I need to supply please let me know, also I would greatly appreciate if you can update my credentials as point of contact    What is NOT included in the quote:Packing materials and packing labor are available at extra cost and will be charged per item. Prices for materials are listed below and available for purchase, labor prices are additional per item. Please understand that certain items cannot be shipped as is. Fragile items such as TV’s, glass tops, and mirrors must be bubble wrapped and boxed otherwise they cannot be loaded onto the truck.Shuttle Service: This service is required in instances when our 53 ft trailer cannot reach your destination address. In this case our driver will have to rent an additional, smaller truck and transfer everything from one truck into another. Prices Vary.Long Carry: When our truck arrives at the destination, the first 75’ ft are free, but if he has to park farther away an additional $100 for every 50 ft will apply.Stairs: The first flight of stairs is free. Every additional flight will be $75.Elevator charges may apply.Full coverage insurance. For insurance quotes go to www.MovingInsurance.com

To whom it may concern at the Revdex.com. The reason his claim was denied was because on the claim form he submitted he did not claim any damages. I am attaching a copy of the claim form that the customer submitted. His claim form claims a delay, overcharge, complaint and shipping docs. As you can see he...

left the loss and damage unchecked.We have no problem re-opening his claim and have already instructed CSI to do so, but he needs to fill out a claim for damages otherwise they cannot process it. Lastly the customer is claiming that he wants broken items replaced. Unfortunately he did not purchase that option from us. We do have a full value/replacement option available for our customers, as required by law, however he opted for the free $0.60 per lbs coverage. Which basically means that for every lbs an item weighs, our maximum coverage is $0.60. For an example is we damage a dresser that weighs 100 lbs the maximum payout for that dresser is $60, regardless of the actual value.

Dear [redacted], I apologize for the inconvenience you have been going through and did reevaluate the claim with our claim processer. unfortunately there was no full coverage purchased and you have opted to go with the 60 C per pound limited liability option.the total weight of the items that were claimed is 75 pounds. The claim department has authorized a coverage of the 60 cents a pound on the whole claim at $45. I understand this does not cover the whole damage and am sorry for that, I would like to offer to round up the reimbursement offer to $100 and will make sure to update the claim department. I hope this helps, feel free to contact me directly if any other questions.

To whom it may concern,we have provided signed docs that specifically discloses the additional items and offers a binding price. this was filled and signed prior to loading and the client was in no way or form in a bind to commit to this as we offered to cancel the job not charge a fee and even refund the deposit. When we arrive to a clients house and are surprised with a big inventory increase this is the first thing we do. Our contract is simplified and clear, it also requires specific initials next to important point (such as presented PRIOR to load). we respect the clients perspective however our team foreman and signed contract claim otherwise. It seams the client is a little confused with how a moving contract works and is receiving her legal advice from a competitor moving company (we are not familiar with the name). We respectfully decline the demands to justify our contract (as it is in order under all laws and regulations) and allow the client to challenge it if she wishes there is a vast court system for that cause. We would however recommend to seek legal advice and not a novice opinion of a competitor. We have emailed our tariff directly to the client and CC the Revdex.com email for your convenience, at this point we have an enforceable contract we are following. if the client would like to back out or breach all we need is a notice of her wishes and we will be happy to readjust

To whom it may concern, Your job number was [redacted], I just now re-verified that the client was notified already that we have never charged any 50$ deposit on the account. We have confirmed with accounting and banking that the deposit was never ran therefore there is no refund to...

show. this complaint is invalid and we request withdrawal.thanks,

to whom it may concern,I have verified this case the claims department, in order to understand why the client was not handled to satisfaction. CSI (the claims department) have received an incomplete claim and responded several times via email attempting to get this resolved. At this point we would highly recommend the client to contact CSI and correct the claim submission for further handling.

Thank you for the response. The supervisor was not at my property when the truck was loaded or the paperwork signed. Nor was he available to speak with me on the phone when issues arose. I want to emphasize unequivacally that the extra charges were not presented to me until after the truck was loaded. I signed and initialized the documents because both Norberto, the packing foreman, and Michael Tracy, my primary contact for the move, said the paperwork could not be reviewed until it was returned to the office. I asked Michael (and Norberto) if I had any other option other than to unload the truck. Michael said no. The questions I had at the point the charges were presented to me have never been answered: Why were the buffet (sideboard), TV console (TV stand), and hamper added as additional charges when they were listed on the estimate (Articles list 29 pieces 73 items, see Tye’s email). Why was I being charged for 8 additional medium sized boxes when there were 20 medium size boxes on the articles list and no credit for my over-estimate? If this revised inventory had been presented to me prior to loading the truck, it would have been addressed before we came to a stalemate that only an unavailable person could resolve. This supervisor states that they operate with a tariff as required by law. I would like him to provide the electronic version of that tariff and explain how it applies to my load that was quoted in cubic feet. If he can demonstrate that they are operating lawfully, though a second moving company (Sterlng Van Lines) has advised me that they aren’t, I may chose to go ahead and have them deliver my load immediately providing that they adjust the charges as calculated in my attached document.

to whom it may concern,
 
the client was unavailable at the time of pickup (as we were trying to communicate with her and inform of additional items, size, services and cost. Based on federal regulations we are NOT holding the items ransom/ hostage and will be delivering without...

collecting the overage (the clients balance is actually a credit currently). The remaining balance of the overage will be billed 30 days AFTER delivery (based on same federal regulations of a non binding estimate process).The clients first available date for delivery was 12-19, our avg delivery time frame as we explain to all clients is up to 14 business days from first available date. We will be delivering by the weekend which puts us in a much shorter window of our estimated time frame.
the client has received all of this explanation as well as delivery information so I am confused of where this complaint is coming from?

Dear [redacted],you had a huge move with over 660 items. An item is not marked rarely happens as our foremen really do the best to get everything noted and present the item list to the client on both ends for signatures. the inventory is clear and I will be happy to supply you with a copy if you need,at this point please contact CSI and we will be happy to honor our settlement offer.FYI- page 18 out of 23 shows clearly storm trooper item #12 lot number [redacted].

They quote you a price and the day of the move the amount increases. When I said something about the price increase they said they could take the things off the truck.. I couldn't start over with another company because I had to be out of my house the next day. They don't return phone calls timely. They won't give you answers to your questions and gave me a half an hour notice they were on the way to the house to start the moving process. They damaged a wall and then told me I have them permission to put a hole in it. They deliver at their convenience and threatened to put my belongings in storage if I wasn't home to accept delivery. They are rude and impolite.

I was unable to attach my response to the client due to the 2,000 character limit, I would be happy to email in supporting docs along with the correspondence, as I am unable to attach anything. there was no overcharge I could find, however I have offered the client a gesture of good faith of $150...

and would love to provide the claim department details in case the client would like this evaluated by a third party.

1/28/16
Falcon Relocation is the most amazing moving company I have ever encountered! I have moved numerous times, including three cross country. The men that showed up and the supervisor were all friendly, professional, cautious, and the greatest I have ever seen at preparing the furniture for loading. Whether it was antiques or metal bed frames, all items were treated with great care. The prep and loading were efficient. I have never done this before, even though the opportunity was available, but today I even tipped this crew!!
If I ever need movers again, Falcon is who will get my business! I plan to refer them to anyone and everyone! They are a 5 star company!!!

To whom it may concern at the Revdex.com. The reason his claim was denied was because on the claim form he submitted he did not claim any damages. I am attaching a copy of the claim form that the customer submitted. His claim form claims a delay, overcharge, complaint and shipping docs. As you can see...

he left the loss and damage unchecked.We have no problem re-opening his claim and have already instructed CSI to do so, but he needs to fill out a claim for damages otherwise they cannot process it.
 
Lastly the customer is claiming that he wants broken items replaced. Unfortunately he did not purchase that option from us. We do have a full value/replacement option available for our customers, as required by law, however he opted for the free $0.60 per lbs coverage. Which basically means that for every lbs an item weighs, our maximum coverage is $0.60. For an example is we damage a dresser that weighs 100 lbs the maximum payout for that dresser is $60, regardless of the actual value.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I was unable to attach my response to the client due to the 2,000 character limit, I would be happy to email in supporting docs along with the correspondence, as I am unable to attach anything. there was no overcharge I could find, however I have offered the client a gesture of good faith of $150...

and would love to provide the claim department details in case the client would like this evaluated by a third party.

Hailey was one of the best helpers I’ve ever had. From the moment she called me for the first time, she was very thorough with all of her explanations. She went by step-by-step, explaining to me anything and everything I had to know about my possible upcoming move with Falcon. The reason I chose Falcon over other companies, is that even though it is a new company, they seemed much more appealing than companies that have existed for years. I’d recommend to look up all companies that you’re considering to use on the Revdex.com website along with yelp, it truly helped me make my decision.

FIRST AND FOREMOST STAY FAR AWAY FROM THIS COMPANY. The company is nothing but a sham arm of another operation (more on that further down) that will lie endlessly to get your business and will leave with nothing but a delayed delivery, extensive damage, and no means to pursue any reimbursement other than taking legal action.
My family had 3 weeks to make an interstate move from Phoenix to Denver due to a job promotion. We tried to keep our money local and work with a smaller operation expecting better customer service and reliability. This was obviously not the case and what began as a simple move in April 2015 continues to be a headache at the end of August and will more than likely result in a lawsuit that will drag our moving issues out into the next year.
1)Ownership
When you contact them they will talk endlessly about how they are a small local family business who will take great care of you and always be available. They will tell you how they will be the only party handling your move and they own and operate their vehicles. This is a COMPLETE lie. Falcon Relocation is an arm of [redacted] out of Las Vegas owned by a family from Israel. The father, and his 3 sons have basically set up arms in Arizona (Falcon Relocation), California ([redacted]), and possibly other locations. The reputation of [redacted] is lets say less than ideal. My attorney dug up the multitude of existing and previous failed businesses this family has been tied to. For example the operations head is not only in charge of operations for [redacted], but also a real estate agent/investor, as well as many other things (at least according to him). Is this who you want guiding your move? A guy who is the jack of all and master of none.
2) The Tariff
Unless you are in the moving business you have probably never heard of a tariff, let alone understand the power that it wields. A tariff is basically a document that legally outlines how a mover operates and what ability you have to make claims against that mover. Most movers don't even use a tariff and simply abide by the federal and local guidelines.
-Falcon Relocation's tariff is over 40 pages long and hidden at the base of their web site in small print. It is conveniently drafted by their "independent" claims house (more on that later). Their tariff was never presented to us when we agreed to use the company. We simply assumed in the agreement that was the standard federal "tariff" outlining requirements for movers.
-Their tariff allows them to move your goods and charge by volume, which is very rare. This type of move is a complete SCAM in almost every case. Unfortunately never having moved other than using pods you pack on your own we had no idea until after the fact. ALWAYS chose a mover who moves by weight and spend the time to view the official weight ticket.
-The company's tariff is so comically written that it indemnifies them from everything. Your furniture could be damaged by water from a leak in their roof, then fall off the truck, and be dropped down a flight of stairs and there is ZERO responsibility on their part.The tariff also 100% PROTECTS THEM FROM ANY THEFT during transit.
-Their tariff allows them to 100% deny any claim for any piece of furniture that has an "engineered wood" component. Everyone from [redacted] to [redacted] and other higher end furniture companies utilize engineered woods. It is extremely rare to see a piece of furniture that does not have a section that has a laminate veneer or is completely made from hardwoods.
3) Logistics
-When booking our pickup they told us they would be there on one of two days. We never heard a word again until 14 hours before they showed up on the last day. We started to wonder if they were even showing up. They didn't return phone calls and the staff seems to change every month. We tried to work with 3 customer service agents in first two months alone, and they only have 1 customer service person.
-During the pick up their head mover strongly advised us against purchasing additional insurance claiming it was a waste of money. This has been one of the greatest points of contention with the company after they DAMAGED THE MAJORITY OF OUR FURNITURE.
-After they picked up they gave us a delivery window of about a week. They took more than double this time. Once again if they return a call at all it takes them days. We were left sleeping on the floor for weeks thinking the truck would arrive in the window they told us or at least neat that time.
-They DO NOT own vehicles for interstate transport. They use [redacted] vehicles or act as a broker. This leads to your goods being handled by more people and figuring out who to blame for problems more complex.
4) Transportation/Handling
- The company has constant turnover. 2 of 3 movers that showed up at our house had only been in the moving business a week. Once again is this the type of person you want packing your furniture and goods?
-The movers failed to take basic precautionary packing measures. They didn't secure doors, remove glass shelves, protect corners, or follow other basic protective measures. They haphazardly threw blankets on furniture and wrapped tape around it.Ironically the delivery movers from [redacted] commented on how horrible the furniture was packed.
-The DAMAGED ALMOST EVERYTHING. We packed all our own boxes and left them the furniture to handle. Every box was new and double wall cardboard, and was packed to reasonable weights. During the move they destroyed everything from a toaster oven, to a sculpture that was packed in a molded foam case, and even managed to completely tear the door off a cabinet. They tore off legs on our couch, damaged the bike, and scratched almost every piece of wood furniture they moved. In all over 70% of our furniture had damage ranging from minor to significant. Boxes were crushed and torn and it was clear they were mishandled.
5) Claims
-Falcon Relocation/[redacted] utilize an "independent" claims adjuster named [redacted] in Florida. As soon as you call Falcon Relocation and report that their is damage they refer to [redacted] and then disappear from the face of the earth. They then never return calls or emails relating the claims process.
-YOU WILL NEVER get a reasonable contracted settlement from CSI. You will spend hours shooting photos, pulling receipts, drafting documentation, and working through their online system. They will then take nearly 2 months to give you a lowball offer, in our case $80, and claim you can dispute it which will then take up to another
45 days. If you deny the disputed offer then you have go to binding arbitration. They never returned our phone calls, which were often disconnected as soon as you choose a menu option, or emails. Out of more than 20 calls, not once have we been able to get a human.
-The claims form we received had multiple blank areas where the adjuster didn't even take time to fill in the reasoning or claim amount. The company does not publish their metrics and has refused to answer inquiries as to where they are published.
-Here are a few key quotes directly from their documentation:
"I understand that [redacted] may decide to withdraw from the handling of my claim at its own discretion without an advanced notice and per the service agreement signed between [redacted] and the carrier”
“I further agree to remove any and all online negative reviews posted by me or on my behalf against Falcon Relocation Inc. and any of its agents and affiliates no later than 12 hours after the acceptance of this settlement agreement as attested on the date of my signature below.”
-As of this writing [redacted] has 16 complaints against them in the Revdex.com system in Florida.
The bottom line is go with a long standing, dedicated moving company, and make sure you are covered at 100%.

They quote you a price and the day of the move the amount increases. When I said something about the price increase they said they could take the things off the truck.. I couldn't start over with another company because I had to be out of my house the next day. They don't return phone calls timely. They won't give you answers to your questions and gave me a half an hour notice they were on the way to the house to start the moving process. They damaged a wall and then told me I have them permission to put a hole in it. They deliver at their convenience and threatened to put my belongings in storage if I wasn't home to accept delivery. They are rude and impolite.