Liberty Relocation

Review: We contacted the company to move our family from Arizona to Sioux Falls SD. We picked the company because they told us they would move our four bedroom home for $2877.50 which was a "binding" price. They were going to give us a "deal" since they already had a truck heading that direction. We answered all of their questions and gave them an itemized list of the furniture in our home.

The movers got to the house at 730pm which was 6 hours late. After they walked through the house they decided a new contract needed to be written because we were going to go over the estimated cubic footage. The new contract price was almost double what the estimated price was. I explained to the mover that our price original price was binding and that he need to contact the gentlemen, [redacted], who drew up the original contract. The movers were unable to contact [redacted] and proceeded to load up our furniture. When they finished at 330am they handed me a new contract with their new pricing on it. I agreed to pay half in hopes that [redacted] would rectify the mistake. [redacted] had already warned me that other moving companies would run this same scan. He explained that other companies offer a low price and then double it do to the customer going over the allotted space. He said that their contract was binding and it would not change! Everything he told me that would happen if I used one of his competitors happened when I used them. I have tried to contact [redacted] multiple times with little to no avail. He put me in contact with his supervisor who agreed to go over the itemized list and compare it to what was actually loaded on the truck, so they could tell me why I was being over charged. I never heard back from her and she has refused to answer my phone calls sense.

At this point we are getting ready to move into our house and the moving company, who still has our furniture, is refusing to answer our calls. We would love you help in getting a response from them and getting a better response to why they are charging us what they are and what they mean by "binding".Desired Settlement: We need the company to return our items. We need them to honor their original pricing and I expect them to apologize for the shady business practices that they have been implementing in this whole process. I would like to see [redacted] and his boss reprimanded by their employer and possibly fired if they are unable to explain their actions.

Business

Response:

Business' Initial Response /* (1000, 7, 2013/08/06) */

This letter is in response to your complaint filed on or about 7/23/2013 with the Revdex.com. First and foremost we do apologize for any inconvenience we may have caused to you and your family. This letter will respond to those complaints to the best of our knowledge.

First and foremost, by federal regulations we are required to obtain an inventory from our customers before we pick up their household goods. We obtain this inventory either by phone, email, or in-home estimate. Every method requires our representative to use our 'Moving Software' to calculate your weight. The items are inputted into the system and calculated by the system. This is regardless of if we did an in-home or over-the-phone estimate. You are required to review the estimate before electronically signing for the estimate. The customer is informed by our representatives to review the estimate before completing the electronic signature. This process is done long before your items are picked up to give you plenty of time to make corrections, updates, or cancel our services. Reviewing the inventory, pricing, and Terms and Conditions is the most important details that should be reviewed by the customer.

Once we arrive to your home we do a 2nd assessment to confirm the 1st initial assessment. The 2nd assessment is by 'ACTUAL' measurements. This means that every company by federal regulations must either measure your items while on the truck or take your items to a weighing station to get your load weighed by a certified weighing station. Nevertheless, both assessments require us movers to load your items on the truck for the 2nd assessment.

Our company presented you with a copy of the Revised Written Estimate to sign because you significantly altered the circumstances surrounding your move from which you first requested an estimate. This Revised Written Estimate is in accordance with 49 CFR 375.403(a)(5)(ii) and it supersedes all other estimates and controls as the current estimate. In addition, this form was fully executed before we rendered any services which make this document a valid Revised Written Estimate. Therefore, the final freight charges were based on the re-weighed amount.

It is with great regret that we respond to this complaint. It is always our intent to provide you with only the best service, and during our business relationship, we failed to do so. We extend our most sincere apologies for not providing you with a level of service that exceeds your expectation. You may redeem your household goods at the location below at your earliest convenience. The amount that you have will cover the time and labor of our services that we had provided to you at this point.

Phoenix, AZ [redacted]

Consumer's Final Response /* (4200, 13, 2013/08/23) */

(The consumer indicated he/she DID NOT accept the response from the business.)

I understand conducting two audits of furniture before they are transported. It is also clear that the price may adjust because of additional items what is not clear is how a sectional 3 piece couch could be considered 23 pieces.

Again, I ask that you send a comparison of the inventory estimated and the inventory that was picked up two months ago. After reviewing the list, you will find that there is nothing in the truck that is not on the original list. There are however items on the estimated list that never made it into the truck. We were forced to abandon a queen size bed, a high definition TV, two TV stands, children's toys, other items because of the inaccuracy of the moving estimator. I can provide receipts and you can reimburse us for the purchase of these items if that is easiest way to resolve the situation.

It would have been advantageous to send someone a day ahead of time to conduct a true estimate of the cost instead of arriving five hours late on the moving date. If we knew how inaccurate your estimates were, we would have given our business to a credible moving company. Your company gave us a low estimate in order to get our business. Then you sent the moving crew in at 7pm with questionable workers to load the items knowing you would put us in a desperate situation. You then inform us that the actual bill will be doubled knowing our limited options. You are trying to catch people in a compromising position and exploit them.

Please provide proof that we added inventory beyond the estimated list, it is your responsibility since you are the one making the claim. I will need definite proof that there are items on the loaded truck that are in excess of the ones in the estimate. Sheer numbers will not be suffice because of the way your moving crew packed the truck. I encourage you to have a Liberty Relocation employee onsite on the unloading of the truck to do a hands-on inventory of the items coming off the truck. This is the only way for you to prove your claims.

That said, what is the status of our shipment? We are still sleeping on air mattresses and sitting on the floor of our new home. Two different shipping dates were set and yet our things remain in Phoenix. Your employees seem to have no idea of a shipping date or a delivery date.

As always please fill free to call and communicate with me. Any contact from your company would be appreciated. The answering of ALL the questions in this response would also be appreciated. The delivery of our furniture would also be greatly appreciated!!!

I am truly surprised and disheartened at your companies conduct and responses. We have yet to receive any sort of apology for the situation we are going through. You have neglected to even consider your own fault in the situation. I have initiated all forms of contact with nothing in return but rudeness from your employees and no responses from anyone in management. I am a manager at a fortune 100 company and none of your business practices would be acceptable in our business, nor should they be accepted in yours.

The [redacted]s

XXX-XXX-XXXX

Business' Final Response /* (4000, 15, 2013/08/28) */

Thank you for the opportunity to address this issue by contacting you. We will be following up with a call regarding this complaint.

We will simply view both inventories together. If or when we view both inventories and confirm that there were more furniture then your 2nd assessment, then your 2nd assessment is justified. The second assessment is an 'actual' measurement. Our customer's total does not change if there were no significant changes to their inventory or order additional services. Every company is required to be uniform in this manor. This means that you would have incurred the same bill with any company if you do not notify the company that you made changes to your inventory.

Also, we did not make a claim as stated in your previous complaint. We are responding to your claim. The facts are already recorded and filed in our office. These documents should also be in your possession for reference. The proof will be found in these documents.

We do not intentionally arrive late to our customer's home for any malicious reasons. This claim of us doing such an act would not allow our other customers to be serviced at all. We have many customers to service on a daily basis which prevents us from performing such an illegal strategy. It is just not logical according to the amount of customers that we need to service. We do not take pleasure in responding to customer complaints. So we do actually make effort to provide all of our customer's good service.

We admire your success as an entrepreneur. But the moving industry is faced with a variety of variables and challenges for a small reward. We move heavy furniture the entire day and deal with multiple personalities while safely shipping an extension of a person's life across the country. We are by far the best company but we will continue to work hard and try to be.

Review: This company were not only delayed in delivering our household stuff, but also charged more than quoted. Also, did not deliver 3 of the boxes. On Thursday last week, I was told they did find our boxes, which was delivered to other homes. It is Monday today, and they still have not told me how they will deliver them, and when. When I spoke with Customer service personnel, she said, she will find a way to deliver to my address. Desired Settlement: I just want to have everything delivered to our home.

Business

Response:

Business' Initial Response /* (1000, 5, 2013/08/14) */

It is with great regret that we respond to this complaint. It is always our intent to provide you with only the best service, and during our business relationship, and we fell short by not delivery 3 of your boxes.

It brings us great pain when our customer's do not receive items that we had in our care. We are still waiting on the boxes to return from our driver. The moment we receive the boxes we will express ship them to you and your family. We want to reassure that we are making effort in returning your boxes.

In the meantime, please take advantage and call our claims department to be compensated on those items (XXX-XXX-XXXX). The procedures for compensation are in writing at the bottom of the Terms and Conditions in the Estimate that you provided an electronic signature for. We make extensive efforts to protect our customer's belongings but there are cases when items do get damaged, broken, or missing for various reasons. This is why we make sure our customers our covered under our liability coverage to ensure they are compensated.

Nevertheless, we appreciate the opportunity you gave us to do business with you. If you would still like to meet with me over-the-phone to discuss this matter along with your billing issues please give me a call at your earliest. Thank you.

Review: Several of my furniture returned damaged and missing (i.e. Blu-ray Players, damaged dresser, desks, LCD Monitor and etc.)

The sales representative and customer service is a joke. It took me several times asking for a delivery date to no avail about 20 days later. Plus the crew who picked up my items doubled the amount of what I was quoted. Called [redacted] the sales representative and no return call about increase in cost. Customer service doesn't have a clue and I found out that they out source my move to another carrier / driver. Originally I was told Liberty Relocation own their on trucks.

I will be submitting damage claims and Revdex.com inquiry on Liberty Relocation. I will never use another moving company again.

The Revdex.com logo on their website should be removed since they have no accreditation with the Revdex.com.

Also, the personnel that unloaded the truck was very unprofessional and carried some type of alcohol smell.

Read more: http://www.[redacted]

Desired Settlement: Refund of damages to personal items

Business

Response:

Initial Business Response /* (1000, 6, 2014/02/05) */

Greetings,

We are fully aware that it is frustrating calling our company and not being able to speak with an individual to receive lucrative information regarding your household goods. We want you to know that we will never purposely avoid our customer's call when they are seeking lucrative information regarding their household goods.

From this point forward, we will cautiously be sure that our Customer Service Department will be more prompt with providing customers with estimated time of arrivals for delivery.

In result of our carelessness we are willing to contribute our time and effort for you to be compensated for your damages.

In the meantime, contact our claims department to be compensated on this item (XXX-XXX-XXXX). We did make sure to pack and load your household goods as safely and professionally as possible. According to our records you have declined full coverage insurance. So, if you have any missing/damaged items or if there were damage to your property then you are required to call our claims department to be compensated on those items (XXX-XXX-XXXX). The procedures for compensation are in writing at the bottom of the Terms and Conditions in the Estimate that you provided an electronic signature for. We make extensive efforts to protect our customer's belongings but there are cases when items do get damaged or broken for various reasons. This is why we make sure our customers our covered under our liability coverage to ensure they are compensated.  If you have homeowner's insurance or renter's insurance, you are permitted to use these in addition to what we cover.  I assure you we will be conducting investigation to see how your items got damaged.

Review: liberty did not return any phone calls after they picked up my items for three weeks. Finally once they did I played phone tag, they got the delivery information wrong on my items but wouldn't call me back or confirm that they had sent my stuff out for delivery. I found out over a week after the alluded to delivery date with no calls after I was calling frequently, through back channels, that my things had actually left Seattle and were en route! I had no idea. Then they said they would be delivered on that Thursday. After much hullabaloo my things didn't arrive till the following Monday. When they did finally arrive, they were smooshed, broken, mishandled, and dirty. I used extra strong, new square boxes for moving. They came back to me practically round. I am missing many items a s lots of things are broken. They stacked items marked "extremely heavy" on top of items marked "extremely fragile glass". These items were marked in bright orange neon with two in black bold lettering.

now they refuse to return phone calls or allow me to file a claim for reimbursement. Items that weren't delivered included pieces of my infant daughters crib rendering it unsafe and unfit for use.

they broke contract as well, refusing to put items back together that they had taken apart per contract.Desired Settlement: I am seeking reimbursement for broken and lost items. Over and above the contract if possible because of the extremity of the situation, however they will not return any for of my attempt to get in contact with them. I have contacted over 20 times. The one message I received towards the beginning was a rude and snarky message in the middle of the evening (845 pm mst) when I physically couldn't get to the phone (I has told them in the messages I wasn't available then because of my daughter).

Business

Response:

Business' Initial Response /* (1000, 6, 2013/07/29) */

First and foremost we apologize for any inconvenience that may have been caused during the duration of your shipment.

We understand that it's frustrating having issues while relocating to a new environment. We are aware that there are several lucrative errands that you must complete when relocating to your destination. We apologize for causing a disruption to your schedule and we will continue to make improvements.

We are fully aware that it's frustrating calling our company and not being able to speak with anyone. We want you to know that we will never purposely avoid our customer's call when they are seeking restitution for issues that we may have caused on our behalf. This month we are experiencing an increase work load and call volume so we are trying our best to make sure that we respond to all customers as soon as possible. Our dispatchers our experiencing high volume calls due to the 'peak season' (summertime). Nevertheless, your patience was greatly appreciated. And we are currently making adjustments to improve.

According to our records you have declined full coverage insurance. So, if you have any missing/damaged items or if there were damage to your property then you are required to call our claims department to be compensated on those items (XXX-XXX-XXXX). The procedures for compensation are in writing at the bottom of the Terms and Conditions in the Estimate that you provided an electronic signature for. We make extensive efforts to protect our customer's belongings but there are cases when items do get damaged or broken for various reasons. This is why we make sure our customers our covered under our liability coverage to ensure they are compensated. If you have homeowner's insurance or renter's insurance, you are permitted to use these in addition to what we cover. I assure you we will be conducting investigation to see how your items got damaged.

Our company would love the opportunity to convey our sincerest apologies to you for any inconvenience you may have experienced with respects to the delivery of your household goods. As soon as I reviewed your case it was clear that we did not perform to the level we normally operate. We understand that this may have been an inconvenience for you and your family.

Consumer's Final Response /* (-5, 2, 2013/07/16) */

liberty also threw my boxes around and over charged me stating that "it is not about how much you're actually shipping but how the guys choose to load it in the truck". Which was not the contract or what the sales guy told me. I had measured to the half inch each box to get an accurate estimate.

Review: My name is [redacted] , I recently hired Liberty Relocation to move my deceased mothers things from Phoenix, Arizona to Richmond, Virginia . It is now the 21st day that they have had my things and I have had NO Update on when they will arrive . The contract I signed stated that the max days of moving is 21 days. Liberty has now broken the contract and has NOT contacted me as to why , or where my stuff is . To start off Liberty was 9 hours late picking my things up the day of . They didn't load any of it in a timely fashion . Now my stuff has been sitting in their warehouse in Arizona for the last 20 days and is not to my knowledge on its way. I have logged my calls and I have called Liberty 12 times the past 3 weeks . Liberty has only returned 1 of my phone calls . Again this is my Recently Deceased mothers things. I am completely enraged by this company . At one point during my three hour phone call [redacted] claimed to be the president and I found out later is a dispatcher . This company is completely incompetent ! I only used them because of their A- rating with the Revdex.com. They DO NOT Deserve that rating . I have no idea when my stuff is going to be here and now Liberty has broken their contract.

-[redacted]

Phone # XXX XXX XXXX

Business

Response:

Business' Initial Response /* (1000, 6, 2013/07/29) */

We understand that it's frustrating having issues while relocating to a new environment. We are aware that there are several lucrative errands that you must complete when relocating to your destination. We apologize for causing a disruption to your schedule and we will continue to make improvements.

We are fully aware that it's frustrating calling our company and not being able to speak with anyone. We will never purposely avoid our customer's call when they are seeking restitution for issues that we may have created. This month we are experiencing an increase work load and call volume so we are trying our best to make sure that respond to all customers as soon as possible. Our dispatchers are experiencing high volume calls due to the 'peak season' (summertime). Nevertheless, your patience is greatly appreciated. And we are currently making adjustments to improve.

The complaint states that we are not delivering your items in timely manner. Our company would love the opportunity to convey our sincerest apologies to you for any inconvenience you may have experienced with respects to the delivery of your household goods. We do understand our customers would like to receive their items by a specific date, but there are various factors that inhibit us to deliver expediently. According to our records, we loaded your items on 6/11/2013 We state in our Terms and Conditions, "The delivery time frame will in affect from the 1st available date that you declare on that order for service/bill of lading. Our guaranteed window for delivery throughout most of the US is 2-21 days from 1st available date. The actual delivery window correlates to distance from origin. You may always contact our operations department for updates".

We are requesting for you to give us an additional opportunity to contact you within 2-3 business days to receive accurate information as to where and when your goods will arrive to your destination. At this point we will discuss any other matter that you want us to address. We are asking for another opportunity to prove to you that we do deserve an A rating with the Revdex.com. Please standby. Thank you!

Consumer's Final Response /* (-5, 5, 2013/07/29) */

The situation has not been resolved it has actually gotten worse. The movers just dropped my stuff off today 7/26/13 and by drop I mean DROPPED. The 50 yr old antique china cabinet that belonged to my great grandmother is BROKEN and my headboard to my Bed is missing. The mover laughed about my china cabinet being broken. They also did not re ensemble ANY furniture. They left without me signing the papers and left a complete mess In front of my apartment ! I am in tears and enraged because of this experience .

-[redacted]

Review: I paid for a move for my daughter's family from my home to North Carolina. Our problems are these:

1 - Sales person INSISTED over and over, the move would be to her new home no later than 4/12. It arrived on 4/20. She lived 1 full week with her 2 year old and NO furniture, nothing for the kitchen, toys - they would have stayed in WA 1 more week if he had been honest as she asked.

2 - 2 days before the furniture arrived they changed the price. We paid $1230.60 on 4/1/13 which was supposed to be 70% including Military Discount. Final check was to be for $530. They now insist it must be for $1224!!!! An increase of $694 - they say there were extra boxes (a couple) and the couch was a hide-a-bed. Customer Service also explained they have added a charge for the plastic wrap - NEVER told they would charge for wrap on top of move. Hidden Fees, Changed Prices ...

3 - The Truck Driver calls and says they will be there after 9pm Friday night? What? Customer Service says, cant do anything about it. So my daughter plans for 9pm, with a 2 year old, in an apartment complex where they had to get an okay for a late night move from the management. .... Get a call just before they should arrive, Oops, we'll be there at 10am Saturday.

4 - Movers arrive and on her contract its states she is on the 3rd Floor. Movers still insist on an ADDITIONAL $150 to move her stuff to the 3rd floor. It is on her contract, as with every other "nickel and dime" fee they have added, she is treated rudely and they are inflexible.

4 - Customer Service Reps for Liberty were rude to my daughter, difficult to contact and response was only after multiple calls and messages. Instead of helping with solutions, they fought with her. They increased the move from $1758 to a final fee of $2505.60!!! After they had her furniture on the truck where there is nothing you can do. A 30% increase after Contracts are signed and they insist this includes a military discount and a small discount for her inconvenience. I think they just screwed us and the military.Desired Settlement: I believe they should honor their contract and the total should be $1758. We should receive a $747 refund.

My daughter was completely upfront with her move details, the sales person severely UNDERestimated the move weight & cost. The sales person severely UNDERestimated the move time my daughter was completely upfront with having a 2 year old and that she can stay in WA until necessary so she just needed a good faith idea. He did more than a good faith, he INSISTED 4/12 and its in writing.

There were hidden fees used to rack up the bill including charging for the plastic wrap for over $175 which the sales person AND the movers never disclosed, $150 for the 3rd floor move which should have ALREADY been added in, trying to change the weight ticket - the 2nd cust service rep told her the ticket she had was wrong had his said a higher weight ... mmm they emailed her the weight ticket when they weighed their truck. One lie and additional fee after another.

Just a constant problem, constant changing the total due, one delay in delivery after another. A very deceptive company, rude and underhanded. We should receive $747 refund.

Business

Response:

Business' Initial Response /* (1000, 15, 2013/06/13) */

The purpose of this Letter of Response is to convey to you my sincerest apologies for any inconvenience you may have experienced.

As soon as I reviewed your case it was clear that we have taken a few days longer than expected for delivery. Nevertheless, the Transportation Industry has variables that are factored when we are transporting goods. Often, those variables cause a short delay of the delivery of goods. We do understand our customers would like to receive their items by a specific date, but there are various factors that inhibit us to deliver expediently. Consequently, I had your shipment in route for a delivery as soon as we made the significant adjustments during the delivery of your household goods. We understand that this may have been an inconvenience for you and your family, so this is the reason why we gave you a refund regarding this ordeal.

The initial process was arranged between our Sales Rep and your daughter, [redacted]. During this initial process, our company made sure that [redacted] received the details of her move within the estimate; afterwards, we made sure she provided our company with an electronic signature that confirms that our Sales Rep and [redacted] reviewed all of the Terms and Conditions TOGETHER. All of our fees and charges are in writing within the printed estimate which is the complete opposite of the definition of 'hidden fee'.

The same exact estimate you reviewed with our Sales Rep prior to reservation along with all other documents clearly states in bright red (See underlined):

ADDITIONAL FEES:

[redacted]NOTE: Fees are negotiable. Please call your Representative for discount options.

* Packing Services not included in this proposal

* Special items: Extra charge for handling bulky items, such as pianos, pool tables, motorcycles, wall units, playgrounds, etc. (Notify Representative).

* Additional storage time beyond the 30 day FREE storage.

* Extra stops: Extra drop-offs or pick-ups may be charged (Please make sure to notify your representative).

* Long Carry charges- First 100 feet-no charge, every additional 100 feet an extra charge of $60.00 one time fee for the entire move.

* Flight of stairs- first flight is for free at origin only any additional flights will be charged at $60.00 per flight.

* Shuttle service- If Semi truck cannot park within 500 feet of home or building, we will most likely have to utilize an additional smaller truck in order to safely deliver your goods. This is a minimum charge of $250.00 (for shipments smaller than 400 cubic feet or 2800 lbs) and more (for shipments over 2800 pounds).

* Cancellation fee of $300 will apply if move is cancelled within 5 days of pick-up date

Listed in our estimate are ALL fees. EVERYTHING IS DISCLOSED. *Plastic wrap applies 'packing materials'))

According to our procedure, once we pick up your goods, and you have questions or concerns regarding your shipment, you are required to speak with customer service because our Moving Consultants (aka Sales Rep) are only required to provide consultation. This is the beginning process for the customer to understand what have to offer. Dispatch/Customer Care handles the files from that point forward.

Lastly, according to our records Mrs [redacted] expressed to our Sales Rep and other employees that she added a significant amount of items to the inventory. In addition, we also have the documents in our records that confirm what Mrs [redacted] told our Sales Rep. (Note: All customers have 24 hours prior to the pick up date to make changes to the inventory.) Once again, according to records, Mrs [redacted] did not call or send an email to update her inventory. Mrs. [redacted] has acknowledged this fact. The extra weight was the bulk of the extra charges.

In your complaint you mentioned that we were hard to contact. We are disagreeing with this statement because between April 10th-April 20th 2013 we had multiple managers call to speak with you. On that same day you posted a negative review about us, saying that we were harassing you when we were calling you to rectify the situation and avoid you taking matters this far. Prior to this day, we called and spoke with Mrs [redacted], which of whom proceeded to hang the phone up while we are on the line trying to assist as you were screaming and swearing profusely. It's very difficult for us to be helpful under those circumstances. Also, our Mrs [redacted] new ALL the charges the moment she signed the bill of lading on the day of pick up. Mrs [redacted] incurred charges and was notified of those charges before we left her home. In addition, our customer service dept. sends the invoice via email the next day.

Let me assure you that what happened in your case is not typical of Liberty's level of service. Nevertheless, we appreciate the opportunity you gave us to do business with you. Your patience was greatly appreciated.

Consumer's Final Response /* (3000, 8, 2013/04/24) */

(The consumer indicated he/she DID NOT accept the response from the business.)

Toll free number: XXX-XXX-XXXX

Phones: XXX-XXX-XXXX

Address: [redacted], Bellevue, WA XXXXX

Email: [redacted]

They are Liberty Relocation and are sleezy. The salesperson, [redacted], and the Customer Service Rep, [redacted], have been calling me and my daughter to harrass us into dropping our reviews and complaints. [redacted] is XXX-XXX-XXXX.

Review: Liberty,Relocation's customer service and service is very disappointing.My and I both are disabled and my husband is a Veteran.I received an estimate or invoice from [redacted] Email:[redacted]@liberty-relocation.com a Consultant of Liberty relocation. For $2965.32 for moving my household goods from Washington State to Memphis Tennesse I agreed with the price until me and my family arrived at Memphis thinking our goods would be shipped in another 2weeks or until we found storage or a address.WE arrived in Memphis and somehow through miscommunication with [redacted] did not inform us that we must pay an extra $1500 until our household goods are shipped.We spent all our money making the trip to Memphis,TN and household goods.We then had move to Mississippi for shelter.We tried calling and Emailing Liberty Relocation especially [redacted] In July we received an storage invoice from Liberty relocation for $675.00. This company really F'ed me and lot of other people.So I tried calling and emailing again Liberty Relocation to settle the bill. A VA case manager is also trying to contact this company in order to settle the bill and ship my goods .Liberty Relocation does not respond to any phone calls or emails. here is an Email sent to [redacted] or Liberty Relocation This week:

Hi [redacted]

A Veterans Affairs Case Manager is trying to contact you or Liberty relocation in order to settle the bill so you or Liberty relocation can deliver our goods I prefer that he contact you or you contact so we can settle this matter.

his contact is: [redacted]

Soldier ON-Case Manager

Email: [redacted]@vocm.org

Address:

[redacted] Street

[redacted],Ms XXXXX

Tel: X-XXX-XXX-XXXX

please call him or write him.

My complaint is that we became homeless because of Liberty Relocation's lack of communication. andDesired Settlement: Just contact the VA case manger so he settle the bill and our household goods can be shipped to me.

Soldier ON-Case Manager

Email: [redacted]@vocm.org

Address:

[redacted],Ms XXXXX

Tel: X-XXX-XXX-XXXX

OR [redacted]@aol.com

Review: I told them we had a 5x15x9 storage facility that needed to be emptied and the products needed to be transported to CA. They got there and called me to tell me that they are going to have to charge me $1700 more dollars which is almost double then what was quoted to me because it is bigger than what they had expected. How can you do that when I gave them the measurements and they charge by volume????? I cancelled the service and now I am trying to get my deposit back and they are not returning my phone calls. I deposited $453 down and when I first spoke to them concerning it, they said they would not be able to give me a refund because they went by the storage facility. They have caused me so much heartache. I just want my money back and to be done with this nightmare!!! Desired Settlement: I just want my deposit back. That is all I am wanting. How difficult can that be? The cost of good customer service???

Business

Response:

Initial Business Response /* (1000, 8, 2013/09/11) */

Greetings,

First and foremost we want to apologize for the inconveniences that resulted from this experience. We were looking forward to giving you service.

On or about 8//8/2013 our company arrived to the facility to load your household goods. Unfortunately, the measurements from the 2nd assessment (actual) exceeded the original measurements. Consequently, you disagreed to a Revised Estimate and requested for us to unload your shipment. All customers are required to cancel 3 days before there pick up date to avoid a penalty charge. You will also incur charges if you cancel at any point during the duration of your move. These charges will consist of time and labor.

We regret not providing you with service to your satisfaction and we appreciate the opportunity.

Final Consumer Response /* (3000, 10, 2013/09/16) */

(The consumer indicated he/she DID NOT accept the response from the business.)

It was specifically a 9ft tall X15 width X10 length storage facility that was 75% full. Even if I was a some what off of my count, It should have NEVER cost $1700 more than the original offered price which was $2335.63. No matter how you look at it. That is just $600 shy of being double the quoted amount. How is that possible??? I still want at least half of my deposit back.

Final Business Response /* (4000, 12, 2013/09/27) */

This letter is in response to your complaint regarding the fees incurred during the assessment of your move. First and foremost we do apologize for any inconvenience we may have caused to you and your family. This response to your complaint is to the best of our knowledge.

There were several challenges that we met when our crew begin to load your items. First and foremost you most understand that we base the measurement on your inventory and not the size of a storage facility. The 2nd assessment is conducted before we load your items onto the truck to record the 'actual' cubic feet.

If you compare the online inventory to the inventory that we took on the day of the move you'd see a significant difference. If there is a difference in the initial inventory in comparison to the second inventory then we will need to negotiate a Revised Written Estimate in accordance with 49 CFR 375.403(a)(5)(ii). The terms were binding according to your inventory that you submitted. Unfortunately, it was your responsibility to make sure that the inventory was as accurate as possible before pick-up day since we did not provide you with the initial estimate.

It is common for customers to not know exactly what is in their storage facility. Sometimes the customers are not even in the vicinity of the location of their storage facility. We are willing to refund you $100.00 of the deposit. We will keep the remaining portion because we do request for ALL customers to cancel service 3 days prior to pick up.

Review: We were paired with this company for moving services through [redacted] The Moving Company was 45 minutes late after their estimated arrival time with no follow-up call to inform us they would be late. Nor a phone call to let us know when they would initially arrive. Through the full process we have received NO cooperation from this company in the form of updates or call backs on our complaints to them, or the status of our belongings. The day of our move we expected it to take about 2-4 hrs to move a 2 bedroom apartment it took 9 hours with my assistance because the workers were taking a long time and did not seem to know what they were doing. The workers they hired bragged about their prior prison sentences and drug use. The main person in charge of the move told us we would only pay for one wardrobe box at $14.99 he needed to use then at the end of the move they wanted to charge us $236 for packing supplies they said were included. We told them we would not pay and they said they could unpack all of our stuff and charge us $100 an hour for labor. We ended not paying and they said they would reduce the packing charge to $136 we still said no and they settled for just the deposit amount but the guy MANUALLY wrote in the packing supplies on my form after I signed it for the total. They gave us weigh tickets with incorrect information they my name down as the driver and could not verify whether or not the load in the truck already there was in there before or after the weigh ticket was issued. The dispatch person said the information was not important and "all the navy looked at was the job number and weight difference" So in essence they wanted us to accept fraudulent weigh tickets. We have had to call this company numerous times to complain about everything and they have offered no resolution or change. they only offered to re-weigh the items when they get here but then we were told we would have to pay the prior estimate remaining before they re-weigh which is illegal. When we ask for an update on the location of our belongings they always say it will be 7-10 days before they deliver with no updates. its always a revolving 7-10 days and it has been over a week now. My wife spoke with a customer service rep [redacted] on 9/20/13 who said they have 5-15 working days before they start issuing discounts on the move. We have been offered no compensation nor have they said they will remove the fraudulent packing supply charges. This is the worst experience we have had with moving and we deeply regret having this company and home team movers aka first call movers as we found out do our move for us.Desired Settlement: Due to the way we have been treated and the attempt on the companies part to mischarge us and never follow-up as well as not providing accurate information for us to get reimbursed correctly we would like for them to remove their fraudulent packing charges as well as issue a 50% discount on the cost of the move. we feel this is adequate compensation. However we still do not have our belongings so we do not know if there is anything else we need to add because we do not know the condition of our personal belongings or where they are at or even when or if they will even be delivered.

Business

Response:

Initial Business Response /* (1000, 7, 2013/10/14) */

First and foremost we apologize for any inconvenience that may have been caused during the duration of your shipment.

We understand that it's frustrating having issues while relocating to a new environment. We are aware that there are several lucrative errands that you must complete when relocating to your destination. We apologize for causing a disruption to your schedule and we will continue to make improvements.

We are fully aware that it's frustrating waiting on the movers to arrive to your and they are late. We use every effort to be prompt but unfortunately we have delays if the previous job takes longer than we anticipated. Nevertheless, your patience was greatly appreciated. And we are currently making adjustments to improve this.

According to your binding estimate, packing services is not included in the price. So, all customers must pay for packing services if they have items that need to be concealed.

As it pertain to the weight certificates, if you have any suspicion that your weight was calculated improperly the 1st time then we are permitted to conduct and 2nd upon delivery. According to the Department of Transportation rules and regulations, we are permitted to receive payment in full before the 2nd reweigh. If there are discrepancies then we must return to your home and refund you the difference. All customers have the right and obligation to go with the moving company while your items are reweighed. The process is very simple and will confirm everything.

Also, you stated that we did not deliver your items in a timely manner. Our company would love the opportunity to convey our sincerest apologies to you for any inconvenience you may have experienced with respects to the delivery of your household goods. We do understand our customers would like to receive their items by a specific date, but there are various factors that inhibit us to deliver expediently. We state in our Terms and Conditions, "The delivery time frame will in affect from the 1st available date that you declare on that order for service/bill of lading. Our guaranteed window for delivery throughout most of the US is 2-21 days from 1st available date. The actual delivery window correlates to distance from origin. You may always contact our operations department for updates".

Our company has refunded you $100 already of your bill for the inconvenience we may have caused to you and your family. Unfortunately, your request for a refund of %50 off of you bill is denied. We appreciate your business.

Final Consumer Response /* (3000, 9, 2013/10/15) */

(The consumer indicated he/she DID NOT accept the response from the business.)

This response does not address my issues AT ALL. Concerning the movers being late I stated there was NO COMMUNICATION regarding when they would arrive and no communication from the moving company as to when they would come we had to contact the moving company EVERY TIME. they did no courtesy calls.

Concerning the packing materials cost I know my estimate says extra packing is not included. However when the moving guys were there they said we would only pay for one wardrobe at $14.99. and they would not charge us for anything else. As the move went on I noticed them pulling out more boxes. I asked what were the extra boxes for and they said "don't worry we are only charging you for one" then at the end they try to give me a $236 bill for packing material. As I stated before I refused to pay then they called disbatch who threatened to UNLOAD all of our stuff at 11pm and charge us $100 an hour for labor if I did not pay for the moving supplies they said "don't worry about" I still refused and dispatch droped it down to $136. which is the amount of the "discount" your company is saying they refunded which is untrue because I never agreed to pay that packing supplies cost nor did I pay it so how can you refund something that is not valid?

When our things finally arrived we reiceved ONLY a 1.5 hour notice. They refused to unpack anything until we got them their MONEY. I asked to see valid drivers license and the movers refused. The movers were suppose to reassemble everything that was disassembled but they did not reassemble anything correctly we had to go back and fix everything that they did because it was extrmemly croked and they had no experience in this line of work. We demanded a reweigh which was done and when the reweigh was done at the end we found that the orginial weigh was 1,100 pounds OVER the reweigh amount!! THIS IS COMPLETELY FRAUDULENT. The driver was refusing to give us all our money back because dispatch said our original move was based on 4,000 pound minimum and they only owed us $300 back not over $600. This was not in or paper work anywhere. We managed to retrieve the cashiers checks that the driver had although he did not want to give them to us. He almost ran me over trying to leave the weigh station when I told him we need to stay and figure out the correct amount owed because he was not getting the cashiers checks back and I said if he had an issue with it we could call the police and he instantly tried to leave and run me over in the process. He finally came back and we gave him the smaller amount cashiers check because we had 2 one that was for about $270 and one for over $600. The next day we found out that the company still had a piece of our tv in their truck. We called the driver who said he was coming back from Washington and found the piece to our television but would not return it to us. He said he was not giving it back because we refused to pay the amount based on a fraudulent weight. So we had to order a new TV base from [redacted] The company still has not contacted us about our property they have and have made no efforts to return it even though the driver said he was taking to it their warehouse in California. We will be including the cost to order that part in our insurance claim against the company.

I am not satisfied at all with the companies response as it does not address any of my concerns and sounds like someone pulled it from a general text to respond to complaints. I still want what I originally asked for which is 50% refund on the move because the company did not act in good faith.

Final Business Response /* (1000, 20, 2013/12/06) */

First and foremost thank you for the opportunity to respond to your response. The information in our last response, in fact, did address all of your issues. We have concluded that not acting in 'good faith' does not warrant a %50 refund. You agreed for our company to ship you household goods to your requested destination and this mission was completed for you. We understand that there were mishaps, but these mishaps have been resolved.

It is beneficial for the customer to receive a courtesy call from the movers beforehand, so that the customer will be prepared. We have no record to prove that we did or not give you a courtesy call so we are willing to compensate you in regards to this.

When our workers load your items onto the truck, they must make sure all of your items are concealed. This is done mandatory for insurance purposes. There cases where the customer does not want their items packed so they are permitted to load it on our truck as long as they state on the contract that we are not liable for it if it gets damaged. If we utilized our packing materials then we will charge for it unless our foreman gives you a discount.

We do not conduct any fraudulent activities. There are occasions where there are discrepancies for various reasons regarding your second assessment. This is the main reason why the rules and regulations state that all customers have the right to ask for a 3rd assessment upon delivery. This will allow the customer to receive a 3rd opportunity to confirm the weight or measurements. An assessment upon delivery is done only upon request from the customer.

Lastly, our dispatch will be contacting you regarding your missing item to arrange for them to be returned. WE DO NOT REFUSE TO REDELIVER CUSTOMER'S MISSING ITEMS IF IT DIDN'T GET DELIVERED.

In the meantime, if you have any missing/damaged items or if there were damage to your property then you are required to call our claims department to be compensated on those items (XXX-XXX-XXXX). We make sure our customers our covered under our liability coverage to ensure they are compensated. If you have homeowner's insurance or renter's insurance, you are permitted to use these in addition to what we cover. I assure you we will be conducting investigation to see how a piece of your furniture did not get unloaded.

With all do respect, we decline your request for a refund in the amount %50 off the total bill. We did appreciate your business and your patience. Thanks

Review: Our contract with Liberty Relocation Services was from Boulder, CO to Anacortes, WA. We were informed by our driver en route that he would not come to Anacortes and that I would have to meet him at another location. It was not what we paid for and all of my interactions with them were horrible- text, phone, etc. I eventually had to rent a[redacted] truck to meet them 1 hour south of the final destination and had to haul of the merchandise myself after collecting it in a[redacted] and driving it the additional 1 hour north of the agreed upon destination.Desired Settlement: They provided me a small discount upon delivery but we are seeking a further reimbursement for the breach of contract and ultimately an apology for the horrible experience we had on every level of this move.

Business

Response:

Initial Business Response /* (1000, 13, 2014/09/04) */

Greetings,

Sir we apologize for the inconvenience that we brought upon you and your family. We are fully aware that we are required to provide door-to-door services but in route to your destination we had several complications that should be considered. I will be sure to seek approval for a larger reimbursement from the rest of Management. Please give me 2-3 days for an approval. Please standby. Thanks

Initial Consumer Rebuttal /* (3000, 15, 2014/09/15) */

(The consumer indicated he/she DID NOT accept the response from the business.)

This is what they have been telling me since July and they never return phone calls or emails. When I could get a hold of them they would always say this and I would never hear from them. Now they just do not respond to phone calls or emails at all. I have very little faith that they will do anything to make this right.

Review: This company will not take responsibility for the actions of their employees. We were moving from Washington State to Orlando, Fl. We had packed up our 65" television wrapped in numerous blankets and pillows to ensure it wouldn't get broke. When the movers arrived and attempted to load it, they felt it was too bulky to handle. They then proceeded to unpack it and repack it saying I had used way more blankets and pillows than was necessary. Needless to say, they removed much of the packing I had used. When we received our goods from Washington state, we discovered a couple of boxes were missing, one that was not ours, shattered pictures and mirrors, and the t.v. screen was broken. I did like they tell others and filed a claim. I recently received a settlement letter from them. (What a joke) They asked that I sign away my rights to making any negative comments about them, that I should have gone through the inventory list when our stuff arrived ( at 11:00pm ), their people did not pack our t.v., and that I basically had no proof of my claim. All this for $87, because I did not buy their full coverage insurance. You can imagine what I told them to do with their check. Their people didn't even re-assemble the items that needed re-assembly. They unloaded and they were gone. Desired Settlement: I would at least like full reimbursement for our $1800 television.

Business

Response:

Initial Business Response /* (1000, 7, 2014/05/14) */

Greetings,

This letter is in response to your complaint filed on or about the 24th of April, 2014. First and foremost we do apologize for any inconvenience we may have caused to you and your family. I was presented with this complaint from you about our services rendered to you. This letter will respond to that complaint to the best of our knowledge.

First and foremost, it is with great regret that we respond to this complaint. It is always our intent to provide you with only the best service. We extend our most sincere apologies for not being able to service you better.

I will arrange for our warehouse manager to locate your missing items in our warehouse. In addition, we will also make arrangements to receive the box that is not yours that you have in your possession. It brings us great pain when our customer's do not receive items that we had in our care.

We do give options for full coverage to make sure that every customer have the ability to be compensated for full value. If the customer declines this offer then they must utilize liability coverage.

Unfortunately, we are declining a $1800.00 compensation but we will be making an extreme effort to locate your lost items. Our customer service will be contacting you within 2 days.

Initial Consumer Rebuttal /* (3000, 9, 2014/05/21) */

(The consumer indicated he/she DID NOT accept the response from the business.)

They still don't take responsibility for their employees actions. It took 6 months and a complaint to the Revdex.com for them to take any action regarding the lost items. Not a company I will do business with in the future.

My wife and I had Liberty move goods from WA to Rancho Mirage CA in July of 2013. They caused damage of $20k + on the goods (only 7000 lbs approx.). After months (6+) of dealing with their 3rd party insurance group they offered $236 for damages; claiming we did not take their optional insurance at a cost of some $5k+ for the 3 day move to S. California. No returned calls etc, no ability to have any discussions with the firm.

We fortunately had a full payment of our claim from our homeowners who will attempt to recover from Liberty.

We have had several large moves domestically and internationally and have never had the incompetent and horrible experience as we did with Liberty.

Stay away from them they are the worst possible movers you could have.

Review: My items were picked up on June 21, 2013. I was told that the Van was waiting for my items that day for shipment. I have heard nothing so I just started calling 2 days ago. Spoke to [redacted] who said it should be any day now. The next day I called customer service.....left 2 messages with no answer back. Yesterday I called and they were going to "check on it" and call me back....never called back. Today, I called and was told the system "just went down" and was given a number to call to dispatch.....which is a cell phone with no voicemail set up to leave a message. Called customer service back, who gives me another number to call, where Im told its yet another customer service dept. They tell me that my things are still on the truck in Washington state where I moved from. This is a WA to PA move! They say that my things will be loaded on the truck sometime today or tomorrow, and will "probably arrive sometime next week. Meanwhile Ive been camping out in my apartment! Five minutes later, I get a call back from customer service saying that they "mixed up" my order and that they are in route, but they don't know when they were picked up. They give me the number for the driver, whose phone says his voicemail box is full and cannot accept messages. I still have no idea where or when my items are and will arrive.Desired Settlement: compensation for inconvenience and compensation for having to purchase items that I cannot go any longer without.

Business

Response:

Business' Initial Response /* (1000, 9, 2013/07/17) */

The purpose of this Letter of Response is to convey to you my sincerest apologies for any inconvenience you may have experienced.

When you received a call from our customer support regarding your shipment we, in fact, did confuse your shipment with another shipment also going to Pennsylvania that was still in storage when your shipment in fact was already on rout. We do understand our customers would like to receive their items by a specific date, but there are various factors that inhibit us to deliver expediently. We understand that this may have been an inconvenience for you and your family.

Let me assure you that what happened in your case is not typical of Liberty Relocation's level of service. Nevertheless, we appreciate the opportunity you gave us to do business with you. Your patience was greatly appreciated and we apologize for the miscommunication.

Consumer's Final Response /* (4200, 15, 2013/07/30) */

(The consumer indicated he/she DID NOT accept the response from the business.)

They did not fulfill the delivery properly by providing 2-3 professionals. Only 1! WE HAD TO DO OUR OWN UNLOADING, TRANSFER FROM VAN TO [redacted] FOR 2ND LOAD ([redacted] was too small to transfer shipment all at one time) CARRYING, UNWRAPPING AND ASSEMBLING. I could have rented a [redacted] on my own and done that my self and saved a lot of money. Why did I hire a professional moving company???? To avoid exactly having to do, what I ended up doing anyway! That was absolutely RIDICULOUS!!!!!! AND is UNACCEPTABLE....You are not a professional moving company as you hold yourself out to be, and as you preach upon the "initial booking"..........If you were this would not have happened. I will seek for the damaged furniture, and time of delivery was within the written contract (but not what was said verbally), My review of your company will not be good, and will go on every available site I can find in moving reviews so that some other "suckers" don't have to go through what I did! I am still seeking reimbursement for the lack of Manpower on the receiving end in the amount of $1,000.00.

Business' Final Response /* (4000, 13, 2013/07/29) */

As soon as I reviewed your case it was clear that we took a few days longer than expected for delivery. Nevertheless, the Transportation Industry has variables that are factored when we are transporting goods. Often, those variables cause a short delay of the delivery of goods. We do understand our customers would like to receive their items by a specific date, but there are various factors that inhibit us to deliver expediently. Consequently, I had your shipment in route for a delivery as soon as we made the significant adjustments during the delivery of your household goods. We understand that this may have been an inconvenience for you and your family. And please understand according to our records, we loaded your items on 6/21/2013 . We state in our Terms and Conditions, "The delivery time frame will in affect from the 1st available date that you declare on that order for service/bill of lading. Our guaranteed window for delivery throughout most of the US is 2-21 days from 1st available date. The actual delivery window correlates to distance from origin. You may always contact our operations department for updates".

We also understand that it's frustrating calling our company and not being able to speak with anyone. Although during the week we are experiencing an increase work load and call volume so we are trying our best to make sure that your Reservation Representative keeps track of the details regarding your entire move. This is not typical under normal circumstances. This is why you may have received conflicting information. Our dispatchers our experiencing high volume calls due to the peak season (summertime). Nevertheless, your patience was greatly appreciated.

If you have any missing/damaged items or if there were damage to your property then you are required to call our claims department to be compensated on those items (XXX-XXX-XXXX). The procedures for compensation are in writing at the bottom of the Terms and Conditions in the Estimate that you provided an electronic signature for. We make extensive efforts to protect our customer's belongings but there are cases when items do get damaged or broken for various reasons. This is why we make sure our customers our covered under our liability coverage to ensure they are compensated. If you have homeowner's insurance or renter's insurance, you are permitted to use these in addition to what we cover. These are your options for any missing/damaged items compensation because according to our records you do not have full coverage insurance on file. Unfortunately, your original request for a $1000.00 is denied.

Review: Was quoted a price based on cubic feet, but was under quoted. Original quote listed 59 pieces for $1800 and final bill was 98 pieces for $7700. Was charged $700 for fuel I was told would be included in initial quote. Was charged $1000 for packing materials. This was a 1200 sq ft house that ended up taking 1500 cubic ft on a truck and I was not informed of altered charges until the truck was loaded. I have tried to reach the company by phone for 7 days to arrange a time for delivery but have been put off by a customer service rep or have left messages that have not been answered. Desired Settlement: Credit for fuel charge. Damage to hardwood floor. Adjustment of final bill. I want my stuff back. We paid half the amount due at pick up, and have heard from no one since then.

Business

Response:

Initial Business Response /* (1000, 7, 2013/09/27) */

Greetings,

This letter is in response to your complaint submitted via the Revdex.com website. First and foremost we do apologize for any inconvenience we may have caused to you and your family. On or about the 9/9/2013 I was presented with a complaint from you about our services rendered to you on or about the 8/30/2013. This letter will respond to those complaints to the best of our knowledge. Please locate your documents while reviewing our response.

On the day of pick up, if there are any changes to the inventory then we must record your actual weight/volume on a Revised Written Estimate. Our company presented you with a copy of the Revised Written Estimate to sign because you significantly altered the circumstances surrounding your move from which you first requested an estimate. This Revised Written Estimate is in accordance with 49 CFR 375.403(a)(5)(ii) and it supersedes all other estimates and controls as the current estimate. In addition, this form was fully executed before we rendered any services which make that document a valid Revised Written Estimate.

The total amount changed when the truck was loaded because we conducted a 2nd assessment to confirm the 1st assessment that was taken during the reservation process. This process is completed in accordance to the Department of Transportation regulations.

According to our records, we gave you a discount already; also, we removed the fuel charge and gave you an additional discount for this move.

In regards to the damaged hardwood floor, contact our claims department to be compensated (XXX-XXX-XXXX). The procedures for compensation are in writing at the bottom of the Terms and Conditions in the Estimate that you provided an electronic signature for. We make extensive efforts to protect our customer's belongings and property but there are cases where there are mishaps..

Nevertheless, we appreciate the opportunity you gave us to do business with you. If you would like to meet with me over-the-phone to discuss this matter more in depth then please give me a call at your earliest. Thank you

Final Consumer Response /* (4200, 13, 2013/10/25) */

(The consumer indicated he/she DID NOT accept the response from the business.)

I have recipets to show that I paid the company $7000. $3500 in a personal check and $3500 in cash.

The invoices that are signed by their staff do no reflect these discounts.

I would welcome the opportunity to email copies to Revdex.com staff.

Final Business Response /* (4000, 30, 2014/01/06) */

Good Morning,

I wanted to let you know that I have responded to this complaint on the Revdex.com website.

I have mailed out a ck for $250 to the customer.

After reviewing [redacted]'s paperwork I noticed that the driver had charged the full balance at delivery and did not take off the discount.

Please refer to the response on line so we don't have to go this route.

Happy Holidays!

Thanks,

Review: I have had nothing but troubles with Liberty Relocation. They promised me a guaranteed delivery date, which was not met. It took countless calls by my father and myself and 3 weeks for them to tell me that their bank didn't process my check and that they were having issues with obtaining a legal copy from their bank. I spoke with my bank about this, and they told me that there was no attempt made by Liberty Relocation to process my check. They kept telling me that I had to go to [redacted] to wire cash. The name on the account doesn't match the name of the company. This moving company is very sketchy, and they don't seem to care about anything relating to my items. They only care about getting cash. At pickup, they showed up a day and a half late. They dropped the boxes on my floor and threw it in the truck without any regard to the contents. When the movers were loading my motorcycle on the truck during pickup, he almost dropped my motorcycle and was laughing about it. The moving company charged me an additional 100 cubic feet ($483) for "dead space" around my motorcycle, which was not honored. The moving company utilized the space that I paid for around my bike for other people`s stuff. At drop-off, I found my motorcycle with $3,000 worth of damages and multiple things broken. This company is not professional at all and should be avoided if you don't want to be ripped off.Desired Settlement: Reimbursement for all damages caused due to inferior service

Business

Response:

Initial Business Response /* (1000, 8, 2013/11/25) */

This letter is in response to the complaint submitted to the Revdex.com on 10/22/2013. This response will be to the best of our knowledge and according to the facts. Also, we want to express to you and your family that we have deep regret that our business relationship resulted to this case. We will continue to provide you with action behind all of your demands. And we appreciate this opportunity that you are giving us to be better.

First and foremost, we would to reiterate the terms of delivery. All customers are presented with the terms and conditions surrounding our relocation service. Within those terms it clearly states that every customer is required to give us 2-21 days for delivery. We do not guarantee delivery dates because we have some many variables during the process of shipping your belongings. The customers are permitted to provide us with an 'expected delivery' date in which we make every effort to adhere to.

It was not our intent to make the payment an issue. And we are very sorry if we interrupted you or your family's day. We did not mean to make a nascence out of this situation. We are not all about money. We try to focus more on services and earn our pay from hard work and dedication to this industry.

Also, we are very sorry for being late upon pickup. We are aware of the possibilities of anguish revolved around moving when you are expecting a company to provide you with service at a set time. This is why we were very prompt about notifying you of change as soon as the issue arose within our company. And we really appreciate the way you managed when we notified you. Thank you for being patient.

According to our records you have declined full coverage insurance. So, if you have any missing/damaged items or if there were damage to your property then you are required to call our claims department to be compensated on those items (XXX-XXX-XXXX). The procedures for compensation are in writing at the bottom of the Terms and Conditions in the Estimate that you provided an electronic signature for. We make extensive efforts to protect our customer's belongings but there are cases when items do get damaged or broken for various reasons. This is why we make sure our customers our covered under our liability coverage to ensure they are compensated. If you have homeowner's insurance or renter's insurance, you are permitted to use these in addition to what we cover. I assure you we will be conducting investigation to see how your items got damaged.

According to our Terms and Conditions it states the following in red:

"Filling of Claims/ Complaint Procedures:

It is solely the shipper's responsibility to inspect and indicate damaged or missing items on the inventory logs at the time of delivery. Valuation of claim will be based on those indications subject to the limitations of liability as described on the bill of lading.

Liability for the moving company will be in accordance with the liability option the shipper contract for. To file a claim or complaint call CSI at toll free (XXX) XXX XXXX or visit there web site at

http://www.csipros.org/ww1/

All associated with the claim are the shipper's responsibility."

It is lucrative for you to complete this process because they will perform a thorough investigation regarding this tragedy. We will be able to produce a refund amount once we receive the details from the investigation. We will take full responsibility of any damaged/missing item that resulted from our care.

Review: If I could give zero stars for this company I would [redacted]DO NOT HIRE THEM[redacted] As the previous reviewer stated...without a doubt THE WORST MOVING COMPANY!!!!

I used to work in retail so I am generally more generous when I deal with anyone in customer service, but I am so outraged by this company that I feel the need to WARN OTHERS.

We wanted an easy move tom California to Pennsylvania so we decided to make the investment in a full service move. That means...you pay A LOT more. Since our bill was $3,400 for a ONE BEDROOM APT I expected to...I don't know...GET ALL OF OUR BELONGINGS BACK!!!!!

The gentlemen who came and packed up our apartment were nothing but friendly and nice. Yes, they missed a couple of cabinets and our entire coat closet...but I was more than willing to overlook that. We simply packed up anything they missed in the car...and while it was a tight squeeze...we managed. Anything that did not fit, we had to give away. Annoying but not the end of the world.

It was a total pain to get an idea of when our belongings would be delivered. I understand that they have other customers and it's all dependent on the route...but then showed up at 7pm on a Friday night with little warning. Again, not the end of the world but annoying.

The kicker....before we hired this company...we had THREE employees take a look at the map and make sure the truck would be able to get to our street without having to load everything on a smaller truck (an extra $400 charge). I was ASSURED that they could make it and I would not have to pay the $400 Shuttle fee.

SURPRISE SURPRISE....the driver calls THAT NIGHT....and I had to go to the ATM and withdrawal $400 cash otherwise they would not deliver our stuff.

My boyfriend called the company to complain and to make sure the driver just isn't pocketed $400 of my hard earned dollars. (I just have to say...we just paid over $3,000 for movers....how many people really have $400 just laying around that they didnt expect to pay ?!?!)

The office said they would refund us $100...NEVER HAPPENED.This company FLAT OUT LIES!!!!

On top of all of this....the movers did not deliver TWO of of boxes which included my boyfriend ENTIRE WARDROBE.

We had to go buy him BRAND NEW suits (over $1,000), shoes and all new clothes. He only had one suitcase worth of clothing with me. They also contained my books, paperwork and other essential items I need to run my business.

This happened April 20, 2013....it is now JULY and we still don't have our belongings. The office and the driver keep giving us the run around and saying that it will be delivered when they are "in the area"

So...we are supposed to just wait months?!!!! They also claim that it's too expensive to mail them to us. WELL $3,400 IS TOO EXPENSIVE to hire your LYING CHEATING COMPANY!!!!!

We just hired a lawyer to help get our belongings back...do yourself a favor and AVOID THIS COMPANY AT ALL COSTS. We would have been better off moving ourselves!Desired Settlement: We would like our two boxes returned to us and we would be more than happy with your service.

Business

Response:

Business' Initial Response /* (1000, 7, 2013/08/02) */

This letter is in response to your complaint filed on or about the 7/9/2013. First and foremost we do apologize for any inconvenience we may have caused to you and your family. At the end of April I was presented with this complaint from you about our services rendered to you on or about the 4/16/2013. This letter will respond to that complaint to the best of our knowledge.

We totally understand why you are making extensive effort to tarnish our company's reputation. We have also made sure we have been responsive to your complaints to give you a logical explanation of why we did not exceed your expectation. The only option that we have is to ask for your forgiveness as we continue to make effort to return your boxes. In addition, we will comply with your legal counsel in the most professional manner as possible.

As we reiterate, we are respectfully asking for forgiveness in regards to the $400 charge for shuttle service. Understand that [redacted] maps may be a little deceiving to any human eye when trying to measure the roads in comparison to a 53' truck. Sometimes we are only able to find out the fact of the matter is when we are actually there at your location. We were not trying to give you a hard time. We apologize for the inconvenience we may have caused to you and your family.

Within our terms and conditions it clearly states that we will charge for shuttle service if applicable. The shuttle service fee allows a carrier to rent smaller truck to safely continue to load and/or deliver your household goods.

Shuttle Truck Service: In the event our truck cannot park within 300 feet of your home or building we will have to use a separate smaller truck in order to "shuttle" your goods to your destination's front entrance. This is a minimum charge of $350.00 for any shipment up to 500 Cubic Feet (CF) of volume. Any additional volume beyond 500 CF will be charged at a rate of $0.50 per cubic foot. The shuttle charge will include the truck rental, fuel & labor for unloading/loading to shuttle/and unloading at the destination address.

Again, we will reiterate the fact that it is with great regret that we respond to this complaint. It is always our intent to provide you with only the best service, and during our business relationship, we failed to do so. We extend our most sincere apologies for not being able to find your two boxes as promised. We have made extreme effort to locate our previously employed driver to redeem the boxes. We would like to request that you again give us a chance to make things right.

It brings us great pain when our customer's do not receive items that we had in our care. You have the privilege of reviewing any complaint against our company and you will be hard pressed to find a complaint regarding missing items.

According to our records you have declined full coverage insurance. So, if you have any missing/damaged items or if there were damage to your property then you are required to call our claims department to be compensated on those items (XXX-XXX-XXXX). The procedures for compensation are in writing at the bottom of the Terms and Conditions in the Estimate that you provided an electronic signature for. We make extensive efforts to protect our customer's belongings but there are cases when items do get damaged, broken, or missing for various reasons. This is why we make sure our customers our covered under our liability coverage to ensure they are compensated. If you have homeowner's insurance or renter's insurance, you are permitted to use these in addition to what we cover.

This is not our level of service. And you were not targeted for us to bring you the stress that our service may have caused to you and your family. We will not give up on making sure we give you the same level as service as countless customers have experience from us in the past, present, and future.

Review: Was lied to about fuel charges and accurate square footage of goods. Given a low quote and no fuel charge was included. Total was over a thousand more than agree on. I was deceived to go with the Liberty Relocation company. 60%-70% was to be given when loaded and then the balance of 30-40% at time of delivery. They are now requiring 50% of cost. Deceived again. What a scam.Desired Settlement: any reimbursement would be appreciated.

Business

Response:

Initial Business Response /* (1000, 6, 2013/10/14) */

Greetings,

First and foremost we do apologize for any inconvenience we may have caused to you and your family. On or about the 10/06/2013 our company picked up your items from TX to ID.

First and foremost by federal regulations we are required to obtain an inventory from our customers before we pick up their household goods. We obtain this inventory either by phone, email, or in-home estimate. Every method requires our representative to use our 'Moving Software' to calculate your weight. The items are inputted into the system and calculated by the system. This is regardless of if we did an in-home or over-the-phone estimate. You are required to review the estimate before electronically signing for the estimate. The customer is informed by our representatives to review the estimate before completing the electronic signature. This process is done long before your items are picked up to give you plenty of time to make corrections, updates, or cancel our services. Reviewing the inventory, pricing, and Terms and Conditions is the most important details that should be reviewed by the customer. Once we arrive to your home we do a 2nd assessment to confirm the 1st initial assessment. The 2nd assessment is by 'ACTUAL' measurements. This means that every company by federal regulations must either measure your items while on the truck or take your items to a weighing station to get your load weighed by a certified weighing station. Nevertheless, both assessments require us movers to load your items on the truck for the 2nd assessment.

On the day of pick up, if there are any changes to the inventory then we must record your actual weight/volume on a Revised Written Estimate. Our company presented [redacted] with a copy of the Revised Written Estimate to sign because you significantly altered the circumstances surrounding your move from which you first requested an estimate. This Revised Written Estimate is in accordance with 49 CFR 375.403(a)(5)(ii) and it supersedes all other estimates and controls as the current estimate. In addition, this form was fully executed before we rendered any services which make that document a valid Revised Written Estimate.

If you compare the online inventory to the inventory that we took on the day of the move you'd see a significant difference. If there is a difference in the initial inventory in comparison to the second inventory then we will need to negotiate a Revised Written Estimate in accordance with 49 CFR 375.403(a)(5)(ii). The terms were binding according to your inventory that you submitted. Unfortunately, it was your responsibility to make sure that the inventory was as accurate as possible before pick-up day since we did not provide you with the initial estimate. (Please review the bottom of your Revised Written Estimate contract.)

Our company would love the opportunity to convey our sincerest apologies to you for any inconvenience you may have experienced. So, we would like to receive more information from you to be able to further investigate the issue. It may be a good option for you to speak with a manager first to give us an opportunity to explain the charges. We did indeed go over your paperwork and saw that the quote you received was including fuel charge, in result we removed the $380 fuel charge which will reflect on your bill.

Final Consumer Response /* (2000, 8, 2013/10/15) */

(The consumer indicated he/she ACCEPTED the response from the business.)

I do appreciate your response, but I still feel that your estimates are given low. Also it is hard to speak with anyone in your company. I have left many emails, phone messages and no response. Then I find out that three numbers under Liberty Relocation and Great American Storage are the same place, so I get the same person every time.

Review: My husband and I were moving from Houston to Kentucky, with his employment, and needed to move our furniture, so, I enquired on the internet for moving companies, as you can imagine, the next day, I was inundated with calls from moving company's and brokers, we had been advised not to go with brokers, as the price they quote always ends up a lot more after the move, so, we chose three (3) companies that sounded as if they were professional movers, Liberty Relocation being one of them, I was initially contacted by [redacted], who was very helpful, and, seemed genuine, he assured me that Liberty Relocation were not brokers but Movers and said Liberty use their own trucks, and, due to the amount of furniture we would be moving, it would be loaded on a large van, and, never taken off until it arrived at our address in Kentucky, this was just what we were looking for as we didn't want our belongings loaded on one van then reloaded onto another as too much loading and loading could cause damage to our furniture, after this assurance from [redacted] we asked him to give us a quote, he said we would have to put together a list of the items being moved as Liberty don't come out to do a walk through inventory as this is how they keep their prices down, he assured me that we would be given a very competitive quote as this was a very quiet time of the year for moving companies, I informed him that I already had a walk through inventory done by another company, but, we wouldn't be using as we thought it was too expensive, he asked me if I could email this to him, which I did, the next day [redacted] called me with a verbal quote of $5,300, which he had calculated on 1,500 cubic feet, when I questioned the price difference, he said, looking at the inventory, there was no way our possessions would amount to 2,800 cubic feet, as the other company had calculated, he said the only way we would be charged extra was, if we bought more furniture and wanted that shipped as well, as we had no intention of doing this, the quote seemed very fair, so, I said I would discuss this with my husband and let him know, but, as we were travelling to Kentucky the next day, [redacted] suggested he would call me when we got back to Houston. On 19th February I received a call from [redacted] at Liberty, stating that she would like to quote on our move, and, if I sent her a list of our items to be transported, she would like to give us a Binding Quote, I assumed this was a follow up call after my conversation with [redacted], and they wanted to give me a more accurate quote, so, later on in the day I received a Binding Quote from [redacted] for $5,550, this was for loading only, and to include $500 for packaging materials, as we were packing all of our boxes ourselves, there would be no packing to be done by Liberty, other than, special packaging of 2 plate glass table tops, three (3) TV's and one (1) large mirror, which were included in the quote of $5,550, the rest of the furniture, we were told, would be wrapped in padded blankets, as this was a very competitive rate, we decided to go with Liberty, initialled the form and sent it back accepting the quote of $5,550, paid $500 deposit, which I was told would be refunded if we had to cancel for any reason, and, we scheduled our move date for 5th March, the next day I received yet another call from [redacted], asking if I had made a final decision, I told her I had already initialled the form and sent it back, and, paid the deposit, she seemed a little surprised at this, but I put it down to the information not reaching her, hence the call, I then received a call from [redacted] saying that there was a bit of confusion as to who it was I had been dealing with concerning our move, was it [redacted] or [redacted]? I told him I had been talking to them both, but, as they both worked for Liberty and I was dealing with them as a company why should it matter who I talked to, he then said they were in different departments, as [redacted] was my initial contact, I said I suppose he should take the credit, I really should have seen a Red Flag there and then and changed to a different mover, but, I let it go as miscommunication within the company, and, I was still under the misapprehension, that, Liberty was a genuine, professional moving company. The next call I received was from a lady from the moving department, asking if everything was still going ahead as planned, I confirmed that it was, but, I needed to change our move date to 4th March as that tied up with the rest of our plans, she assured me that the date was free, and our move would be scheduled for 4th March, and the only way that date would change was if the weather was too bad to load, then, the move would be put off until the next day, I also voiced my concern on the amount of boxes my husband and I had packed up, and we didn't want to end up with another bill on top of the original quote, she assured me that would be very unlikely, even if we had an additional ten (10) boxes it wouldn't make any difference to the load, she also said not to worry as someone would call a couple of days before the move to check and see if the shipment had changed in any way, and we could run it by them, once we had finished packing up, my husband decided to do another walk through inventory himself, then he planned to discuss this with Liberty when we got the check call, we assumed this would be no later than 28th February, but, no call came, we tried to call Liberty over the weekend but couldn't get anyone, it was Monday 3rd March when we received a call from, I assumed, the same lady in the moving department, saying that our move would have to be put off until Wednesday 5th as the crew were finishing off a delivery in Corpus Christi, so, they couldn't come to us until Wednesday, we were a little disappointed as we had planned everything around our move on the 4th, but, we understood that not everything goes to plan, I also told her that no one had called to check if everything was still the same with the inventory, she said not to worry as she was sure Liberty had allowed for excess, we were also told this by [redacted] during a previous conversation, so, we just took this as confirmation that nothing would change with the original price we were quoted, how wrong could we be? The day of the move arrived, and, so started the worst eight (8) hours imaginable, first of all the van that arrived did not have the Liberty name on it, but, something like [redacted] another red flag, when we asked about this [redacted] told us it was a Liberty van but just didn't have the Liberty name on it yet, we found out later, that this was a lie, the driver said he was the owner of the van and he was sub-contracted out by Liberty, this is what brokers do, not Movers, as we had been led to believe all along that Liberty was, anyway, as the guy in charge ([redacted]) wrapped the furniture in blankets and taped up, the other guys attempted to get the boxes outside, they brought a dolly in to load up the boxes, but, because it had rained the day before their arrival, the ground was wet and dirty, and, they didn't even bother to cover the carpets, consequently they were leaving dirty streaks all over a cream carpet, when we complained to [redacted] about this, a cover was placed over the carpet, but, the carpet was filthy by then, coverage should have been put on the floor before the crew started to move anything, the cardboard boxes were duly taken outside and placed everywhere imaginable, in puddles of water, on wet grass etc. as there was no loading ramp for the truck, they were having to stand on items of our furniture to get the boxes loaded onto the van, they were pivoting items on the sharp lip of the loading floor to get the items on board, we saw [redacted] actually standing on a flat screen TV, flat side up, to load stuff onto the top items in the van, when we confronted him, he said quote "it's ok I haven't broken a plate yet" as the day was dragging on, we went to a neighbours house to get some refreshments, only to find on our return, wood had been gouged out of the office door, not one of your guys told us about it, we had to find it ourselves, they had also managed to break a 68 X 32 inch mirror when supposedly packing it, on the wet grass, a 3 month old rolling tool box had been dropped on the driveway in Houston, we didn't find out about this until we saw the wrecked tool box on unpacking in Kentucky and one of the men offloading, in Kentucky, said he saw it dropped off a dolly in Houston onto the driveway, and he thought we knew a bout it, this item was not blanket wrapped either, a 6ft X 3ft Solar Panel was loaded in Houston, and the toughened glass was broken on arrival in Kentucky, this was not blanket wrapped either, we also witnessed boxes being thrown onto the top of the pile into the van, we were absolutely disgusted at the very unprofessional way our belongings were being handled.

Later on in the day [redacted] came to us and said that we had reached the 1,500 cu ft that they had estimated and we would be charged extra, we agreed to let them carry on loading the truck as we expected the excess cost would be minimal, we tried to get hold of the office to dispute the extra cost, but, no answer, so, they continued loading, eight hours later with so many broken/damaged goods, he eventually came to us with a bill of nearer $9000, a far cry from the $5,550 we had been quoted, he asked us to pay 60% of the bill up front with a cheque or credit card, then contact [redacted], the office manager and she would sort the price out, as we would be charged an extra 3% if we paid by credit card, we decided to pay by cheque, but [redacted] told us that he would need a certified cheque, which of course we didn't have, as we knew nothing about this, [redacted] said we didn't have to pay this there and then, but, it would have to be paid before they unloaded in Kentucky, so, as we were driving to Kentucky the same day, and, it had been such a stressful day, we decided to just ring [redacted] the next day and sort it all out.

The next day while driving to Kentucky we tried to contact [redacted], but, she was never available, we tried ringing [redacted], no answer, left messages, no reply, eventually, after numerous calls, and, even asking for the owner, who, we were informed was on vacation, we were contacted by [redacted], the moving manager and so started 2 days of arguing about the price we had been charged, he said he agreed something had gone wrong with the quote, so, he would give us some discount, and, a final price would be $7,745. 67, we were still extremely unhappy about this, as the highest quote we had been given by another company was $7,200, and, Liberty boast, on their website, that they give the best prices and a fair deal, but after 2 days of arguing about prices, while also driving to Kentucky, we just wanted it to be over with, so, my husband asked for bank details and arranged a bank transfer of $7, 245. 67, (costing us another $30) subtracting the $500 already paid as deposit, which is what we understood the new total to be, only to be contacted, yet again, by [redacted] stating we should have paid $7,745. 67, and not subtracted the $500 dollars deposit, and, if we didn't pay the difference, our furniture would not be unloaded, and, we would be charged for storage on a daily basis, even though Liberty state they store free for up to 30 days, when we asked him if Liberty were prepared to go to court for the sake of $500, he said "yes we are".

We feel extremely annoyed by this whole experience with Liberty Relocators and feel we were quoted a very low price in order to get the job, we thought we were dealing with a genuine, professional moving company, but, instead, we were sent a moving crew that were anything but professional, the sales office were not truthful throughout the whole process, and, for an original Binding Quote (as it was referred to by the sales staff) of $5,550, we ended up paying $8,245. 00, and got extremely poor service with substantial damage, after eight long stressful hours with your moving crew causing havoc, I had to paint a door and wash a carpet before we set off on our journey to Kentucky as I didn't want to leave the mess for the new owners.

We shipped furniture from the UK to Houston last year by a Professional Mover, and, there was not a single plate broken, and, were only charged $11,000, for a full packing service, shipping, and transportation on both ends.

Desired Settlement: We would like them to honor their original quote of $5,550 as this is the figure that made us chose them over other companies.

Business

Response:

Initial Business Response /* (1000, 7, 2014/04/03) */

Greetings,

This is a response for the complaint sent to us by the Revdex.com on or about the 3/19/2014. We do want to express our sincerest apology regarding everything that transpired during your move. We truly wish that we could have serviced to your satisfaction. I was presented with a complaint from you about our services rendered to you on or about the 3/5/2014. This letter will respond to those complaints to the best of our knowledge. Please locate your documents while reviewing our response.

On the day of pick up, if there are any changes to the inventory then we must record your actual weight/volume on a Revised Written Estimate. Our company presented you with a copy of the Revised Written Estimate to sign because you significantly altered the circumstances surrounding your move from which you first requested an estimate. This Revised Written Estimate is in accordance with 49 CFR 375.403(a)(5)(ii) and it supersedes all other estimates and controls as the current estimate. In addition, this form was fully executed before we rendered any services which make that document a valid Revised Written Estimate.

The total amount changed when the truck was loaded because we conducted a 2nd assessment to confirm the 1st assessment that was taken during the reservation process. This process is completed in accordance to the Department of Transportation regulations. Your contracts were reviewed by the company and we did not find any discrepancies which means all charges are valid.

We will also investigate the actions of our workers because our company does not condone the behavior descripted in your complaint. If we have any indications that anyone in our crew was acting unprofessionally then we will take appropriate disciplinary actions and make sure you are compensated for the inconvenience.

In regards to the damaged household goods, contact our claims department to be compensated (XXX-XXX-XXXX). The procedures for compensation are in writing at the bottom of the Terms and Conditions in the Estimate that you provided an electronic signature for. We make extensive efforts to protect our customer's belongings and property but there are cases where there are mishaps.

When you called our office to receive the balance you were insisting on paying $500.00 less than your total balance. Our manager then proceeded to inform you verbally and by email that your deposit was factored within the price of $7,745.67. Our manager expressed to you many times the correct balance.

Nevertheless, we appreciate the opportunity you gave us to do business with you. If you would like to meet with me over-the-phone to discuss this matter more in depth then please give me a call at your earliest. Thank you.

Initial Consumer Rebuttal /* (3000, 9, 2014/04/04) */

(The consumer indicated he/she DID NOT accept the response from the business.)

Response to Case # XXXXXXXX

We have been lied to by this company from day one and this response is just a continuation of their deceipt.

(1) No way did we ever significantly change any of the circumstances of our move, nothing was added to the walk through inventory which was initially sent to Liberty, and, subsequently quoted, by them, for $5,550 after being told by two of their sales personnel, [redacted] & [redacted], that there was no way our furniture would take up 2, 800 cubic feet, as had been stated by the other company, therefore, both of them looked at the same inventory and came up with more or less the same quote.

(2) We were only told that we had reached the quota when the van was very nearly full of or belongings, no way were we given any change of paperwork before the loading commenced.

(3) Regarding the $500 discrepancy, I did NOT call the office insisting that I do not pay the $500, after 2 days of arguing about the cost, we thought we had reached an amicable agreement and were prepared to accept the total cost, albeit grudgingly, as $7, 745.67, which we duly paid that same day, subtracting the $500 deposit from this total, because that is how we interpreted the conversation, the e-mail was received after [redacted] rang to inform us that we had misunderstood and paid $500 short.

(4) As to the many times we were supposedly told by the manager, [redacted], that we still owed $500, he called us while we were still driving to Kentucky, and, the conversation went thus, "you need to pay $500", "you need to pay $500", "you need to pay $500", "you need to pay $500", or, we won't offload your belongings and you will be charged storage fees, so, yes, I agree he repeatedly told us to pay $500, as this was the total conversation, exasperated, I then hung up and he called my husband.

This whole episode has been one of our worst experiences to date, and, never wish to encounter again, we are still missing items from our delivery, at least one, possible two boxes, containing chair cushions and electrics, and, two outside garden chairs, I assume one of the recipients of the other two loads on our van have received them, we were repeatedly assured we would be the only load on the van, but, we now know that there were two other deliveries included with our load.

This will be a thorn in our side for eternity, it is evident from this response, that Liberty do not want to shoulder any of the blame, but, I would have thought, if they class themselves as a professional company, they would rather have a positive outcome, as we certainly would, therefore, we would expect a generous form of compensation for the outrageously unprofessional way the crew handled our belongings, and, for the underhanded way the sales personnel obtained our business.

Final Business Response /* (4000, 23, 2014/06/04) */

Greetings,

Our management was in direct contact with you in regards to your disputes. You were thoroughly explained the terms regarding how you were charged for your move.

We did express to you that we would not unload your load because of nonpayment, it was because you expressed to us that you were not willing to pay the balance at delivery. Our company does not threaten customers at any point. But we try to explain to the customer that you all have rights and responsibilities pertaining to your move. If there is a dispute we try to resolve the matter as soon as possible.

We do not have any records that indicate you received an estimate from another shipper. We simply take an inventory ourselves to input into our system so that our software may provide you with the appropriate calculations in cubic feet or weight.

The extra charges were due to the fact that you had 140 extra pieces of furniture on the day of pick up that was not listed on the initial binding estimate. These charges are incurred as soon as we arrive to your home during our assessment at pickup. We try to inform our customers that it is their responsibility to review the terms and conditions as well as their inventory. If the inventory is not updated then those charges will be incurred at pick up if you have additional items.

We do not intend to accuse you of not paying the balance because we understood that you were disputing the charges. On the other hand, we did want to honor your request for delivery and in order for us to successfully complete this task we would be expecting payment in full before we unload the truck.

Final Consumer Response /* (4200, 13, 2014/04/23) */

(The consumer indicated he/she DID NOT accept the response from the business.)

Liberty keep insisting that we rang them to say we wouldn't pay the invoice, THIS IS NOT TRUE, we were trying to negotiate a reasonable outcome over the telephone, your call to us, however, we were threatened with the words, "if you do not pay this invoice, we will not deliver your goods, and, we will put your belongings into storage, and, you will be charged for them" is this reasonable conduct by a professional moving company? we were not give the excessive invoice until the truck was loaded, when we said we weren't happy with this outcome, and what would happen if we asked them to remove the items, they informed us that we would be charged for doing this, Liberty keep insisting that the itinerary was increased, THIS IS NOT TRUE, Liberty's quotation, was based on a walk through itinerary, we sent to them, from another company, stating that the cubic footage was 2,800, Liberty quoted on the same job, without a walk through, insisting that the items on this itinerary would in no way come to 2,800 cubic feet, it would be more like 2,000 cubic feet, which is why they quoted $5,550. 00, we see this as a deliberate attempt to get the job, full knowing that it would be more, by the time that they gave us the final invoice, purely and simply to gain the business, THIS IS WHAT WE ARE COMPLAINING ABOUT, we have accepted that they have damaged more goods than we have ever had damaged, to the point of negligence, and, we are going through the correct process to claim for this, unaccounted items we will be dealing with now we have a telephone number, in the meantime, our sole complaint is that we were grossly overcharged, through no fault of ours, therefore, we think we should be duly be compensated, we would be happy to put this matter to an end, once and for all, if, Liberty would compensate us with $1,000, that would bring their charges more in line with the original quote we would have accepted, if Liberty had not low balled their price to get the job.

PLEASE, LET US DRAW A LINE UNDER THIS ONCE AND FOR ALL.

Review: price quoted was 3288.72 for move from colorado to michigan. movers showed up late in the afternoon on moving day and billed an additional 1900.00 or they would leave without moving us. After repeated attempts to reach salesman by phone, I was finnaly called back the following day,and was accused by salesman of being dishonest on my disclosure of household items. He also told me that if I threatened that if I called the Revdex.com, they would leave my belongings in the driveway of my vacated home. I have been trying to get my belongings delivered to Michigan and have not been notified yet of a delivery date.They also have advertised themselves to us as having a aaa rating with the Revdex.com.Desired Settlement: I only want my belongings delivered to me in Michigan at price quoted to me in original estimate without any additional hidden costs.

Business

Response:

Initial Business Response /* (1000, 7, 2014/01/29) */

Dear Customer,

Thank you for giving us an opportunity to do better. First and foremost we value you as a customer and would like to convey to you and your family our sincerest apologies for any disruptions or issues that we may have caused.

This letter is in response to your complaint submitted to the Revdex.com. Please locate all signed documents as reference.

We are not denying the fact that you thoroughly yielded your inventory to our representative, but there are cases where customers do miss items. We do urge customers to double check their inventory 24 hours before pick up to have an updated inventory.

When there is a significant difference in your inventory on the day of pick up, we offer a revised estimate. (Please review revised estimate document)

Prior to servicing you we did in fact make you aware of the fees that could possibly apply to you in regards to your shipment. Feel free to contact our manager if you would like a more thorough explanation.

For the record, we do not advertise an AAA or A rating. Please inform us where you have seen this advertisement so that we can remove this advertisement immediately.

We will also investigate as to what exactly was said between you and our representative. We do not condone such behavior and it will warrant severe consequences. This company is not permitted to leave your household goods at your origin unless requested by the customer.

We thank you for giving us the opportunity to serve you. And your feedback will definitely make us better. Unfortunately, we are declining this request for a refund in the amount of the difference of incurred charges. We do not have hidden fees. But we are willing to reimburse you in the amount of $100 because of this ordeal.

Final Consumer Response /* (2000, 9, 2014/01/30) */

(The consumer indicated he/she ACCEPTED the response from the business.)

Review: We contracted with liberty relocation for our move from Missouri to Florida. Our belongings were picked up on June 2nd and were expected for delivery on June 6th. OUr belongings did not arrive until late on the 13th. We attempted to contact the movers and were told by the persons at the contact number that they had no idea where our belongings were and that the driver was unreachable for several days. The company was rude and very hard to deal with. My husband, [redacted] finally threatened to call the sheriff and report the belongings stolen on June 11th. When our belongings finally arrived on June 13th, the movers did not use a check list or any amount of care when unloading our items; one man was dragging our large furniture up the walkways; they used no ramps while unloading items like refrigerators and large solid wood furnishings. Most of our furnishings are damaged. As they were unloading items, I noticed that most of the boxes had been opened and reaped. When I asked the movers they responded that they were just the delivery guys. I am highly allergic to mold and mildew and all of our belongings reeked of mildew and mold. As a result I have been sick ever since. My husband noticed that his grill and large extension ladder were not present and asked the driver. He stated that he attempted to load these items at the warehouse and was told not to load them. We asked about theses items and several boxes that are missing and were told to contact liberty relocation. We have tried several times to contact the company and all you get is a phone center where they tell you someone will check on your items but you never hear back from anyone. We have requested to speak to a supervisor and are told our name is placed on a list for call back. Our family had to sleep on air mattresses for eleven days that we had to purchase and had to purchase numerous other items since our belongings did not arrive on time. We had to stay in a hotel in order to be here on time the morning our items were due to arrive.

Product_Or_Service: moving, transportation of goods

Order_Number: LXXXXXXDesired Settlement: DesiredSettlementID: Refund

We are requesting a refund of all moving costs and rapid delivery of the items that were not delivered. We are also asking for compensation for the damage to our furnishings, the cost of the hotel stay, and replacement costs of all items not delivered by this horrid moving company. We are also asking that there licensing be pulled and penalties for their behavior be enforced. My family and I have never been treated this poorly and no one else deserves such treatment.

Business

Response:

Initial Business Response /* (1000, 7, 2014/07/17) */

Greetings,

First and foremost we apologize for any inconvenience that may have been caused during the duration of your shipment.

We understand that it's frustrating having issues while relocating to a new environment. We are aware that there are several lucrative errands that you must complete when relocating to your destination. We apologize for causing a disruption to your schedule and we will continue to make improvements.

We are fully aware that it's frustrating waiting on the movers to arrive to your and they are late. We use every effort to be prompt but unfortunately we have delays if the previous job takes longer than we anticipated. Nevertheless, your patience was greatly appreciated. And we are currently making adjustments to improve this.

Also, you stated that we did not deliver your items in a timely manner. Our company would love the opportunity to convey our sincerest apologies to you for any inconvenience you may have experienced with respects to the delivery of your household goods. We do understand our customers would like to receive their items by a specific date, but there are various factors that inhibit us to deliver expediently. We state in our Terms and Conditions, "The delivery time frame will in affect from the 1st available date that you declare on that order for service/bill of lading. Our guaranteed window for delivery throughout most of the US is 2-21 days from 1st available date. The actual delivery window correlates to distance from origin. You may always contact our operations department for updates".

According to our records you have declined full coverage insurance. So, if you have any missing/damaged items or if there were damage to your property then you are required to call our claims department to be compensated on those items (XXX-XXX-XXXX). The procedures for compensation are in writing at the bottom of the Terms and Conditions in the Estimate that you provided an electronic signature for. We make extensive efforts to protect our customer's belongings but there are cases when items do get damaged or broken for various reasons. This is why we make sure our customers our covered under our liability coverage to ensure they are compensated. If you have homeowner's insurance or renter's insurance, you are permitted to use these in addition to what we cover. I assure you we will be conducting investigation to see how your items got damaged.