Falcon Relocation, Inc.

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]

[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]
I indeed accept that Revdex.com continues processing my claim with both CSI and Falcon Relocation. It looks like that some progress where made from both CSI and Falcon Relocation and I want to thank Revdex.com for leading them to this progress. Today (1/14/2016) I received an email from Falcon Relocation. This email contains previous emails (prior to the claim opened with Revdex.com in December 2015) from Falcon Relocation and CSI (emails written on 10/16/2015, 9/25/2015, & 6/25/2015) that are reflecting that for months my rights as customer have been denied. The only new content of today’s email is my name which incidentally is misspelled. Due to long time that has elapsed since the delivery of the goods (June 2015) and the frustration of my claim to be reopened being denied (which indeed led me to Revdex.com) it would seem right not only to fully reevaluate the damages but consider as well a compensation in regard of a questionable professional ethic. 

Regards,

CAUTION...CAUTION....CAUTION....CAUTION....CAUTION
PLEASE READ this review before going with this company!! DO NOT TRUST THEM!! DO NOT GO WITH THIS COMPANY! DO NOT GIVE THEM A CHANCE, these reviews are real!!! If you want the headache of dealing with your move, sure pick them.
Just a small disclosure, I have been in customer service industry for last 15 years and this is by far the worst customer service experience I have had. I want the world to know about it!!!
I would say Lynda did a great job in selling but as soon as that sale was completed, she provided the worst customer service. She never responded to emails, never returned calls and when I got a hold of her, she blind transferred me. If you get her- alarm yourself! Do not let her smooth talking get you. She will promise the world but under deliver on it.
In order to get my stuff, it took 18 different attempts to get an answer on a delivery date and on ETA. I have a log for each and every interaction with this company. The owner Ty- absolutely doesn't know what customer service is. This company doesn't respond to emails, doesn't return your calls, hangs up customers and doesn't do a thorough job with following up. This includes Lynda, Joe, and Alicia at ext 402 and 403.
One of the main reasons, I went with this company is how thorough Lynda was during our initial conversations. She promised a 14 day delivery time frame. Apparently my stuff was sitting in Phx for an entire week, than the truck broke down for another week. I had to constantly call, follow up, ask, beg for an ETA on where my stuff. The owner of the company didn't even know that the truck broke down. I had to inform him of that after finding it out from the initial driver Will who picked up my stuff.
At last, I got my stuff on the 29th business day! The driver gets to my place and asks for ALL CASH payment which no one told me about. He won't deliver until all cash payment was made. He was of course contracted out as a 3rd party mover so he didn't know what I was promised. He simply said, he is a contractor and not a falcon employee. This review is not a reflection on both of the drivers just those who own and run the company. If you want your stuff lost, broken and missing....use them otherwise be cautious because they shouldn't be in this business.
PLEASE DO NOT USE THEM!!

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.

[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]
I indeed accept that Revdex.com continues processing my claim with both CSI and Falcon Relocation. It looks like that some progress where made from both CSI and Falcon Relocation and I want to thank Revdex.com for leading them to this progress. Today (1/14/2016) I received an email from Falcon Relocation. This email contains previous emails (prior to the claim opened with Revdex.com in December 2015) from Falcon Relocation and CSI (emails written on 10/16/2015, 9/25/2015, & 6/25/2015) that are reflecting that for months my rights as customer have been denied. The only new content of today’s email is my name which incidentally is misspelled. Due to long time that has elapsed since the delivery of the goods (June 2015) and the frustration of my claim to be reopened being denied (which indeed led me to Revdex.com) it would seem right not only to fully reevaluate the damages but consider as well a compensation in regard of a questionable professional ethic. 

Regards,

Falcon Relocation was the only company that would come out to Apache Junction to do an in home estimate. Their estimator came out and gave a detailed report of my belongings with a price match guarantee. I went with their bid, and everything was as their estimator said on move day with no surprises. They did such an amazing job with everything that I cannot begin to explain. Thank you Lynda for all of your help, you were amazing.

to whom it may concern,
 
we are sorry for the misplaced items and would like to assure we are doing everything we can to find them. The next step (which I believe we have informed already) would be to file a claim with our claim department. If you have not received that info...

please let me know, in the meanwhile if anything does come up we will be sure to inform you.At this moment we have not been able to locate any of the items, however we have searched the trucks, warehouse and contacted the other client on the truck. We have not given up and will keep our search though.

They have delivered my stuff on Jan 2nd and all of my stuff was damaged. As per contract furniture disassembled was not even re-assembled and just left them alone whereever they like and were very rude. I had to spend money to get them assembled by some one else. I have the proof with pictures of...

all the damaged and unassembled furniture. company needs to refund the full amount as they never did what they promised and charged me full money. They have marketed as if they are the best in business and made me trust them but they are really the WORST ever I worked with and will never ever TRUST or refer anyone. No moving company sends painters to move stuff inside the house and they scratched all the walls in the house and damaged the walls.

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.

I have nothing but high praise regarding Falcon Relocation.

They moved my father-in-law's furniture from Arizona to Sunnyvale California.

From the very beginning on the phone with the Sales Supervisor to all of the workers who packed up and delivered the items , they were very professional,accommodating and deliverd on time

I would definitely use Falcon again.

Ken

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

I have not received any information regarding their claim department. The only information I received was through a third party insurance company which offered $45 for broken items. I only received an email fromFalcon relocation that they cannot locate my items sorry we can't be of more services. That was it.

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.

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]

I just moved from Phoenix, AZ to Los Angeles, CA and I used Falcon Relocation to do so. Everything seemed pretty normal and they told me that it should be really fast given that LA is only 5 or 6 hours away driving. I got a call about a week after they picked up my stuff telling me when they'd be there to move my things in. 30 minutes before the time that they were to move my stuff in I get a call from the driver saying that he's in Northridge and will move my stuff the next day. Northridge is only 20 minutes away from where I live, but I said okay and blew my air mattress back up. When they arrived the next morning I was informed that I'd be charged an additional $250 for long carry and living on the 3rd floor. Honestly I was puzzled at this because there's an elevator and both charges were about distance, so why charge twice for basically the same thing? I got the cash and when I was coming back to my apartment I got a call asking if I wanted them to put the bed back together. Obviously, because the movers had taken it apart and that was supposed to be a part of why I'm paying so much. They didn't bring tools and asked for mine, so I brought them out of a box. I came back into my room to find them shoving and jabbing at the bed frame trying to put it together with my survival knife that I definitely did not give them permission to use. I told them to just leave it and I'll put it back together myself. Yes, that bothered me, but not nearly as much as how they tried to block the latch at the front gate with my paperwork. Anyone walking by on the sidewalk could've grabbed it and used my personal info. I took it out of the gate and let him use the gate key, which he should've asked for in the first place. At this point I'm just glad my stuff is here, but I want people to know about my experience if they are looking into using this company.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I was charged $250 dollars by the driver who said he could not get his trailer up and had to rent a smaller truck, and that it was a long haul with steps. The fact that the driver felt no pissibility to get his truxk up here is not my responsibility. I do live on a hill. Right next to a university and teaching hospital. Semis make it up this hill for supplies. Ambulances and firetrucks too. There is a farmers market every Tuesday. There are several semi's that come up this hill for several reasons. The fact their driver did not feel he could do this is not something I should pay for, knowing full well the truck could have fit. I live at the last apartment on the row, which is about 100 ft from where the driver parked his truck. There are three steps (not levels, steps) up to the level of my apartment. This should have been covered under the "first flight is free."
I am seeking a refund of every extra dollar I was bullied in to paying at the last minute in order to retrieve my items.

Regards,

Hello -

AVOID THIS MOVING COMPANY! THEY LIE ON THEIR QUOTES! I recently used Falcon Relocations to move me from AZ to Seattle. I just want everyone to know that if they quote you a price be prepared to have an increase at delivery. I was quoted $1030.00 for my move. Last minute my 70 year old grandma decided to take her full size bed with her. The movers quoted her $300.00 extra (which I thought was a joke considering she stated the truck had plenty of room but because it was based on sqft I let it go). After I made my 2nd payment I got another quote which was a good chunk extra. And they also charged me $75.00 for stairs when the original quote said 1st flight of stairs is free. There is a reason they only have a 1 star rating. I should have known better. They sell you really good and then after that they just stick to their business. They don't care to keep their customers happy at all. So do yourself a favor and go with another moving company that does not lie to their customers. UNHAPPY CUSTOMER!

I had a very bad experience with thee driver of this company. I recently moved from Fort Wayne In to Truth or Consequences NM. Three moving companies became involved in this move. When the driver arrived I was told that the balance due had to be paid before he would unload. This I was aware of. However he alsowanted me to sign the delivery receipt before he would unload. Since this move had taken over 6 weeks I went ahead and signed. As he unloaded I started noticing that my boxes were crushed and also things missing. After he unloaded I asked him to do an inventory and note the damage. He refused. I had the damage and missing items on my copy and asked him to sign my copy and once again he refused. James P[redacted]

To be honest, the move was far easier than we expected. We were nervous going with a smaller company but decided it was worth a shot, and saving the money. Falcon was $2000 cheaper than our lowest quote from a large company, and for the service given by them I think they should charge more. Everything far exceeded our expectations. Thank you Hayley for all of your dedicated work!!!

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%.