Liberty Relocation

Review: When I was planning my move from Seattle to Boise, Idaho I got several online quotes for the move. Ultimately, I chose The [redacted] for the job and signed a binding contract for $1500. I had originally wanted a move date of June9th, but [redacted], the representative for [redacted] told me that if I waited until the 14th of June, there would already be another truck there picking up a load and they could place my smaller order on the back of the truck, and since Boise is only 500 miles from Seattle, it would arrive the next day.

I was also later informed that [redacted] would not be physically moving my goods, but that Liberty Relocation would be responsible for the moving.

On June 14th, the movers arrived 6 hours late and began to hastily disassemble beds and load boxes onto their van. It was at this time they told me that my binding estimate for $1500 was no longer good and the new estimate was $3702, and they wanted to be paid in cash instead of charging the credit card that had been used for the down payment. All in all I provided them with $2361 thus far.

I asked the man who was writing out the inventory list if my goods would still be arriving the next day since it is so late in the evening now, and he said "yes, at the most 5 days". I did not hear from the moving company until 06/17/2014 when I spoke with [redacted], who informed me that my goods would be loaded the next day and she would call with the name of the driver and his phone number. She never called the next day. I began calling their office and no one would answer the phone. It is now 5 days beyond when they said they would deliver my goods. I have no idea where my things are since I have called repeatedly over the last 3 days without response to my voicemails. I believe they have stolen my belongings or are holding them for ransom.Desired Settlement: I would like for my possessions to be returned to be in the excellent condition they were in when they were picked up. I will not be extorted for any more money. This is absurd. The company needs to deliver my goods immediately.

Business

Response:

Initial Business Response /* (1000, 5, 2014/07/02) */

Greetings,

It is with regret that we are responding to your complaint and hope there is still a way that we could rectify this situation.

Your move was arranged by a brokerage. So there is a possibility that you were misinformed about several pieces of lucrative information.

When we are conducting our moving service we actually do not increase the total price arbitrarily. We actually use a method to measure your inventory. This method is in accordance to the rules and regulations of the Department of Transportation.

On the day of pick up, if there are any changes to the inventory (from brokerage) then we must record your actual weight/volume on a Revised Written Estimate. Moving Consultants are supposed to inform every customer the significance of receiving an accurate inventory. Broker companies usually give you up to 24 hours to make changes to your inventory. Once the broker receives a notice that there are changes to the inventory, they will make the necessary changes to the inventory and give you the new price. Every customer has up to 24 hours to make changes to their inventory with our reps. This is the best moment to receive the new price instead of on the day of pick up.

On the day of pick up we conducted an assessment to measure the actual cubic feet of your household goods. The measurements were 900 cuft which is 459 cubic feet more than the original estimate. You were charged for the extra 459 cubic feet in which you incurred.

It was not our intentions to delay your shipment or give you inaccurate information pertaining to your shipment. If you review all of our documents it clearly and precisely states that we are agreeing to a guaranteed delivery window of 2-21 days. Keep in mind that it is not typical for us to utilize the entire 21 days. Normally it takes us less than half of 21 days to complete our delivery, which is standard in the household good moving industry. In every document that was signed or viewed clearly states the following:

Delivery: The delivery time frame will be in affect from the 1st available date that you declare on the 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.

Lastly, we did call you on the 25th of June to give you the name and number of the driver. Your items should be to you shortly.

Review: I hired Liberty Relocation to handle my cross-country move in April 2013. I have estimates and contracts between myself and Liberty for the move. The sales Rep, [redacted] assured me they were not brokers, and that ONLY Liberty would handle my move, in their own trucks, with no outsourced labor. Liberty was a reputable company with good standing. However, on the day of my move, [redacted] showed up and filled their truck with my belongings. I had never reserved service with [redacted] My reservation states "Liberty Relocation" but my bill of lading is from [redacted] whom was brokered by Liberty without my consent. Because Liberty does not have a license to broker moves, they are in violation of Federal Law, as was indicated to me by a Rep at The Dept of Transportation. Due to committing this federal crime, my belongings were picked up by a criminal company [redacted] run by [redacted] (whose prior business, [redacted] was shut down by the DOT). [redacted] was due to deliver my goods on July 21, 2013, however, today is November 10, 2013, three and a half months past delivery date, and my belongings are not here. Not only were they never delivered, nobody can confirm where my belongings are currently located. The fact that my belongings were never delivered (nevermind being delivered within a reasonable period of time), are unaccounted for, are possibly "lost", and the fact that it all goes back to Liberty hiring [redacted] without my consent - is the reason for this complaint.Desired Settlement: I spent $3,000 on Liberty Relocation, toward a total of $4500. In other words, I have paid the $3,000 payment toward the final cost, and request that it be returned to me immediately. I also request an explanation for why Liberty brokered me out without a brokers license. Lastly, I expect my belongings to be accounted for, found, and have photographs provided to me proving the location of my personal belongings. My entire life's worth of items is gone. I have been living for four months in an empty place across the country. None of my phone calls to [redacted] or anybody else at Liberty were returned. I have been completely ignored, so obviously I have received NO apologies from Liberty Relocation or [redacted] which is absolutely inexcusable. I know the law, and the law requires a reasonable delivery period of twenty-one days. After three and a half months, I am absolutely, inarguably owed my $3,000 back that I spent.

Business

Response:

Initial Business Response /* (1000, 7, 2013/12/03) */

Greetings,

We are currently in 'direct contact' with [redacted] as of 11/18/2013(date), which was 6 days after she submitted a Revdex.com complaint. We are currently trying to assist her with redeeming her items. This tragedy that has happened is beyond our control and the Federal Government has taking over this case. Our company is not involved in this case in any fashion, but we are assisting [redacted] in the process of redeeming her furniture. We will continue to be responsible by remaining connected to [redacted] throughout this process.

In respect and regards,

Review: Delivery was promised for 5/16. Nobody contacted me to let me know the driver was still in WA on 5/16, instead of CO. I had issues with under-bidding the shipment of my household goods, late pickup, inability to collect the payment for my services, and late delivery. Desired Settlement: I want some form of credit for approximately $1,100 in additional costs resulting from their inept business practices, related to:

1. $600 in under-bid services, despite attempts on my part to actually pad the CU/FT bid to allow for extra items. This caused me to choose Liberty, instead of [redacted].

2. $100 fee in order to collect my payment. This could have been avoided if I had been told the driver needed cash on pickup of household items.

3. $300 ($100 per day) related to duplicate rent being paid, due to furniture not being delivered on time. Cannot move into our new residence until people have beds to sleep in.

4. $416 ($52/hr) in PTO wasted, due to lack of communication about delivery status.

Business

Response:

Initial Business Response /* (1000, 9, 2014/06/05) */

*Note for the Revdex.com.

Hello, I just wanted to notify you all that our reply is a response to both of Mr [redacted]'s responses. We reviewed both of his entries and we have addressed all of his issues and concerns within our single response. Thanks!

Initial Consumer Rebuttal /* (3000, 11, 2014/06/05) */

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

1. 4/21/2014, I spoke with [redacted] and confirmed I would be able to take delivery on 5/16/2014. I was told the 16th would be no problem. I also gave you 25 days of lead time to arrange for timely delivery, but you still delivered 2 days late.

2. The additional 32 pieces were not additional furniture or box items. they were "here and there" small items. I was also not given the option of removing items, which I would have gladly done.

3. I didn't file the Revdex.com complaint until May 16, after the delivery didn't show up. Nobody from your company ever called to confirm I would receive my delivery. I instead had to call repeatedly to get ahold of a live human being, who gave me the drivers number.

4. Last but not least, I am still missing the table top to my dining room table, which cost me $800.

I do not consider any of my issues or concerns addressed. I will await the results of my pending DOT complaint.

Final Business Response /* (4000, 13, 2014/06/17) */

I have provided a response for each concern, please review:

1. 4/21/2014, I spoke with [redacted] and confirmed I would be able to take delivery on 5/16/2014. I was told the 16th would be no problem. I also gave you 25 days of lead time to arrange for timely delivery, but you still delivered 2 days late.

You did notify us in advance about the desired delivery date. On May 16th you spoke with our customer service department in regards our 2-21 day window. We do make every effort deliver in a timely fashion but sometimes we need to utilize the entire 21 day window.

2. The additional 32 pieces were not additional furniture or box items. they were "here and there" small items. I was also not given the option of removing items, which I would have gladly done.

We understand sir but these additional items ("here and there small items) are taken into consideration just like the rest of your furniture and boxes. And if there are more items that were loaded, it may incur extra fees.

3. I didn't file the Revdex.com complaint until May 16, after the delivery didn't show up. Nobody from your company ever called to confirm I would receive my delivery. I instead had to call repeatedly to get ahold of a live human being, who gave me the drivers number.

According to our records we were very responsive. According to the notes in our system you spoke with someone in our company on the following days:

(4/21, 4/23, 4/24, 5/16, 5/19, 5/20, 5/22, 5/28, 6/3)

4. Last but not least, I am still missing the table top to my dining room table, which cost me $800.

We have apologized for not being able to find your table top. Have you submitted a claim yet?

Final Consumer Response /* (4200, 15, 2014/06/18) */

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

I have filed a claim with [redacted] for the partially delivered table ($800 value). The delivery scheduled for 5/16 was WELL within your 2-21 day window for scheduled delivery. I scheduled almost a month prior to delivery. Liberty had more than 21 days to get this right. I don't feel like any of this is resolved. I am going to call Department of Transportation today to let them know I am not getting any response from Liberty, related to the complaint I filed with DOT.

Review: In addition to the numerous broken and damage items damaged during delivery, part of dinning table was lost and has not been replaced.Desired Settlement: Replacement of missing part, if not able to duplicate part, replacement of dinning table set. And monetary compensation for the numerous items broken, scratched and damage during delivery of goods.

Business

Response:

Business' Initial Response /* (1000, 7, 2013/08/09) */

Hello [redacted],

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

First and foremost we would like to make mention of the fact that we exhausted our effort in returning you furniture. On or about the first week of July our driver was able to locate your missing table leg. The next day after we called to notify you about it another employee mistakenly disposed this item. We made extensive effort by contacting the Garbage Company to redeem this item. Consequently we were not success with redeeming this item that we accidentally disposed of.

In result of our carelessness we are willing to contribute in funding your table leg in being replenished. Be sure to collect various estimates regarding how much it cost to refurnish table. And we will be sure to contribute by paying a portion of the bill.

In the meantime, contact our claims department to be compensated on this item and any other damages you had (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. I assure you we will be conducting investigation to see how your item was misplaced.

Thank you for your patience.

Consumer's Final Response /* (3000, 9, 2013/08/12) */

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

In as much as we appreciate your apologies and willingness to pay for a portion of the replacement of our dinning set, the fact remains, that as of today we still do not have resolution to this matter.

We have been more than patient and have accepted your explanation as to the events resulting in the lost of our table leg. Things do happen in moves and to an extent; we understand that breakage or minimal damage of some items may occur (however, in 6 previous moves, we neither lost anything nor had any personal property damage). Please understand that to us, this is not just about a table. This furniture has been the centerpiece in our family for many, many years; over forty (40) to be exact. As in many homes, the dining table represents the main gathering place to share not only meals, but the sharing of life lessons, expectations, and a place of learning. It was our intent for this piece of furniture to continue in our family for generations to come. Furthermore, until this move, the table had been well cared for and was without any damage.

The business practices of your organization are manifested at all levels: from inaccurate estimates at the time of booking services which resulted in an impromptu increase in cost of almost triple the quoted amount , to the total disregard for our items that your employees demonstrated during the delivery of same. It is quite frankly the most upsetting thing of this move. Your lead delivery person and his second in command were careless and negligent; boxes that appeared to have been transported in fair condition, upon their removal from the truck where toss around resulting in numerous items broken, scratched, and damaged items which in turn we had to replaced as they render useless. Reinforced boxes to house fragile items nearly flattened. So, it is not only a loss leg for a table we dearly cherished, it is the many other items destroyed while procuring your services. Frankly, the offer to replace part of the cost of a dinning set is not sufficient to the loss we have experienced. We believe and are demanding that a one third (1/3) credit/reimbursement of the cost of this move is more appropriate to compensate the loss of items, damage, and negligence your company perpetrated during this move, as well as the emotional trauma we suffered from the inception of the move.

An important aspect of our complaint comes from the business practice of quoting your services. You claimed to us that you do nearly thirty two (32) moves a month; however, in your initial quote, you are off over forty two hundred dollars ($4,200) from your initial estimate. How can this possibly happen to a professional firm who is in the moving business? Unfortunately for us, your company shows up the day we are moving and says "we cannot load you unless you agree to pay the difference." We didn't have any options to select another provider and or negotiate on the cost, seeing that we had to move that day. Furthermore, because of the extraordinary difference in the cost, we had to leave over a quarter of our personal property behind! It was YOUR obligation to properly quote services rendered, and you should have had a representative visit our property prior to loading to authenticate your estimate. We had already packed everything ourselves so it would have been easy to see how much contents were being moved. We own and operate a service business as well, and have NEVER quoted without seeing the client's property first before providing an estimate!

For the record, the total cost of the move was seven thousand one hundred eighty six dollars and three cents ($7,186.03) keep in mind; this is the cost after we left a quarter of our personal property behind! Of which we had to purchase replacements for when we arrived at our new residence.

One third of this represents two thousand three hundred ninety five dollars and thirty four cents ($2,395.34)

Business' Final Response /* (4000, 11, 2013/08/21) */

In response to your rebuttal:

It is policy for our Moving Consultants to acquire an inventory from every customer prior to reserving your shipment. The next step was for us to input those items into our system to receive calculated measurements. We estimated your shipment according to the volume our system generated as do all visual estimators. (In terms of weight and cubic feet) But we also noticed the gross difference in comparison to the 'actual' volume on the day of pick up. When we arrived to your property it was apparent that you had more furniture items compared to the inventory our consultant collected from you during the initial phone conversation. Our Moving Consultants use a system to calculate your cuft as do visual estimators. There are few occasions where the customer's household goods may be a little larger than average furniture, but most of our customers' estimates are accurate when they provide us with a detailed inventory.

According to your contract, on the day of pick up, if there are any changes to the inventory (initial estimate) 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 either made significant changes to the inventory or neglected some furniture from being added to the inventory on the initial 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. (PLEASE REFER TO THE REVISED ESTIMATE AND BILL LADING DOCS)

We are willing to send you another copy of the initial inventory and the inventory taken on the day of pickup. Also, we would like an opportunity to speak with you if there is still confusion with the bill. Details are attached.

In the meantime, 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. 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 $2,395.34 is denied, but we are certainly willing to add an additional compensation after you submit your claim since you are informing us the damages are overwhelming.

We will still undergo investigation regarding the damages that you incurred during this process.

Please standby. Thank you!

Review: MY COMPLAINT IS AGAINST LIBERTY RELOCATION, http://www.liberty-relocation.com/

http://www.liberty-relocation.com/Moving_Services_Contact_Us_Bellevue_WA.html

THESE ARE MY PROBLEMS:

1. I WAS GIVEN AN ESTIMATE FOR APPROX. 1300$, AFTER THE MOVERS TAKE 6 HOURS TO PACK MY BELONGINGS ON THE TRUCK, THE DRIVER SAYS I HAVE TAKEN UP SO MANY CUBIC FEET. I ASK HOW MUCH IS THAT GOING TO BE? THE DRIVER TELLS ME TO TAKE IT UP WITH THE COMPANY, HE DOESN'T KNOW NUMBERS, HE ONLY MOVES THE FURNITURE ON THE TRUCK. AFTER THE ITEMS ARE ON THE TRUCK THEN HE CAN TELL ME HOW MANY CUBIC FEET I WILL BE CHARGED FOR.

2. I TURNED DOWN A PREVIOUS IN HOME ESTIMATE OF $1800 FROM ANOTHER MOVER TO GO WITH THIS COMPANY FOR $1300.

3. AFTER I RECEIVE THE 2ND ESTIMATE OF $2500, A WEEK AFTER MY STUFF WAS ALREADY MOVED BY LIBERTY, I WAS NOT ALLOWED TO TALK TO THE ORIGINAL SALES REP "[redacted]" TO COMPLAIN ABOUT THE PROMISED QUOTE OF $1300. I TALKED TO SOMEONE WHO STATED THAT THEY WERE THE MANAGER AND THEY WOULD HELP ME. HER NAME WAS "[redacted]". [redacted] EMAILED ME THE SECOND QUOTE WITH $40 DOLLARS OFF SOMETHING. I CALLED BACK TO COMPLAIN AND REACHED [redacted] AGAIN. SHE SAID SHE WOULD GET A MANAGER TO HELP ME. I CONFRONTED HER IN HER LIE ABOUT BEING A MANAGER THE FIRST TIME I CALLED.

I MOVED ON JUNE 14....ON JUNE 28TH I FINALLY TALK TO THE MYSTERIOUS OWNER "[redacted]". I TELL HER THIS IS AN UNREASONABLE NEW QUOTE, IT IS DOUBLE AND I DID NOT BUY NEW FURNITURE, WHICH SHE KEEPS SUGGESTING. SHE SAYS THAT SHE AGREES IT IS UNREASONABLE AND SHE WILL FIX IT. I DO NOT HEAR FROM HER AGAIN UNTIL THE MOVERS ARRIVE TO MY HOUSE.

NOW THE MOVERS HAVE ARRIVED AND DEMAND CASH OR A US POSTAL MO ONLY. I UNDERSTOOD MONEY ORDER AND HAD A [redacted] MO FOR THE TOTAL DUE WITHOUT A DISCOUNT. THEY TELL ME THAT IF I WANT MY STUFF IT HAS TO BE A U.S. POSTAL MONEY ORDER ONLY OR CASH. I TELL THEM ALL MY MONEY IS IN THE MO I AM HOLDING IN MY HAND AND THEY LEAVE.

4. NOW THE MOVERS WONT TAKE THIS [redacted] MONEY ORDER AND ALL THE BANKS ARE CLOSED.

5. HE LEFT WITH MY BELONGINGS.

6. "[redacted]" CALLS TO TELL ME I WILL ONLY RECEIVED A $100 DISCOUNT.

7. THE MOVERS COME BACK, TAKE THE [redacted] MO AND UNPACK, OF COURSE....I HAVE DAMAGED ITEMS.....NO SURPRISE

8. I AM SO UPSET AND WILL NEVER USE THIS MOVER AGAIN OR RECOMMEND TO ANYONE, NOT EVEN MY WORST ENEMY. Desired Settlement: I want the $100 discount promised by "[redacted]" plus a refund of the amount of at least $500 for the unreasonable 2nd quote I paid in order to receive my personal belongings. I would also like to be reimbursed for my damaged items.

Business

Response:

Business' Initial Response /* (1000, 7, 2013/07/17) */

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

Below we will provide you with answer to your complaints according to documents, emails, and calls that we have on file:

1. I WAS GIVEN AN ESTIMATE FOR APPROX. 1300$, AFTER THE MOVERS TAKE 6 HOURS TO PACK MY BELONGINGS ON THE TRUCK, THE DRIVER SAYS I HAVE TAKEN UP SO MANY CUBIC FEET. I ASK HOW MUCH IS THAT GOING TO BE? THE DRIVER TELLS ME TO TAKE IT UP WITH THE COMPANY, HE DOESN'T KNOW NUMBERS, HE ONLY MOVES THE FURNITURE ON THE TRUCK. AFTER THE ITEMS ARE ON THE TRUCK THEN HE CAN TELL ME HOW MANY CUBIC FEET I WILL BE CHARGED FOR.

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.

2. I TURNED DOWN A PREVIOUS IN HOME ESTIMATE OF $1800 FROM ANOTHER MOVER TO GO WITH THIS COMPANY FOR $1300.

And we appreciated the opportunity that you gave us a customer. We need to continue to communicate to better understand the procedures that we followed that led to you incurring more charges. We do not want you to regret our assistance with shipping your goods.

3. AFTER I RECEIVE THE 2ND ESTIMATE OF $2500, A WEEK AFTER MY STUFF WAS ALREADY MOVED BY LIBERTY, I WAS NOT ALLOWED TO TALK TO THE ORIGINAL SALES REP "[redacted]" TO COMPLAIN ABOUT THE PROMISED QUOTE OF $1300. I TALKED TO SOMEONE WHO STATED THAT THEY WERE THE MANAGER AND THEY WOULD HELP ME. HER NAME WAS "[redacted]". [redacted] EMAILED ME THE SECOND QUOTE WITH $40 DOLLARS OFF SOMETHING. I CALLED BACK TO COMPLAIN AND REACHED [redacted] AGAIN. SHE SAID SHE WOULD GET A MANAGER TO HELP ME. I CONFRONTED HER IN HER LIE ABOUT BEING A MANAGER THE FIRST TIME I CALLED.

I MOVED ON JUNE 14....ON JUNE 28TH I FINALLY TALK TO THE MYSTERIOUS OWNER "[redacted]". I TELL HER THIS IS AN UNREASONABLE NEW QUOTE, IT IS DOUBLE AND I DID NOT BUY NEW FURNITURE, WHICH SHE KEEPS SUGGESTING. SHE SAYS THAT SHE AGREES IT IS UNREASONABLE AND SHE WILL FIX IT. I DO NOT HEAR FROM HER AGAIN UNTIL THE MOVERS ARRIVE TO MY HOUSE.

NOW THE MOVERS HAVE ARRIVED AND DEMAND CASH OR A US POSTAL MO ONLY. I UNDERSTOOD MONEY ORDER AND HAD A [redacted] MO FOR THE TOTAL DUE WITHOUT A DISCOUNT. THEY TELL ME THAT IF I WANT MY STUFF IT HAS TO BE A U.S. POSTAL MONEY ORDER ONLY OR CASH. I TELL THEM ALL MY MONEY IS IN THE MO I AM HOLDING IN MY HAND AND THEY LEAVE.

The total of the charges incurred is on the documents that you received. Please refer to the Revised Estimate.

The young lady that you spoke to is our customer support. Her duty is to assistance customers after their items are picked. She is there to try avoid any escalated calls. If this is unavoidable then we will arrange to for the customer to speak with a manager.

4. NOW THE MOVERS WONT TAKE THIS [redacted] MONEY ORDER AND ALL THE BANKS ARE CLOSED.

5. HE LEFT WITH MY BELONGINGS.

According to our Terms and Conditions we only accept Postal Money Orders. This is why we make sure that all of our Representatives thoroughly review the terms and conditions prior to a customer providing us with an electronic signature of the estimate. We simply state to the customer that by electronically signing for this estimate means that you understand and confirm our Terms and Conditions. We did not mean to give you hard time.

6. "[redacted]" CALLS TO TELL ME I WILL ONLY RECEIVED A $100 DISCOUNT.

We will honor this discount for causing any inconvenience to you or your family. And we will be mailing out a ck to you. Please provide the address you would like the ck sent to.

7. THE MOVERS COME BACK, TAKE THE [redacted] MO AND UNPACK, OF COURSE....I HAVE DAMAGED ITEMS.....NO SURPRISE

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.

8. I AM SO UPSET AND WILL NEVER USE THIS MOVER AGAIN OR RECOMMEND TO ANYONE, NOT EVEN MY WORST ENEMY.

We value your business and enjoyed working with you but unfortunately we are not able to refund $500.00 because those charges were incurred from overages in cubic feet and packing material.

Consumer's Final Response /* (3000, 9, 2013/07/28) */

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

The first estimate was for $1300 and I signed the electronic signature. This is not my complaint. The second assessment never happened. A man, who could not speak English, stated that he had to load all my items on the truck to see if my items passed a certain line. He said he could not give me an estimate of my belongings or even an IDEA of a second estimate until he had everything loaded on his truck. He took from 3pm to 8pm to load everything on the truck. Then he stated, "I do not do dollars". I understood this to mean that he could not give me an estimate and I would have to take it up with the company.

After 8 pm, the man asked if I wanted to unload everything from the truck if I didn't like the fact that my items went past the line. I then had no choice because I had to have my things out due to a scheduled appointment. The movers wasted my time and failed to give me the second estimate in a reasonable manner of time so that I could call another mover. My complaint is the unreasonableness of these movers. They doubled the amount they wanted me to pay and wasted so much time to load the items. I had two previous movers load my belongings, who were recommended by [redacted] in April 2013. They took less than one hour. I do not have many items. It is only me and my son. This is so unreasonable and unprofessional. Furthermore, the company has not contacted me about my complaint since they dropped my belongings off in which it took one man and a small woman less than an hour to unload my things! He fit everything into one side of my small garage!

I have not received any check from the company or call from the company. The only contact I have had was the representative to tell me that I misunderstood her telling me that she was the manager. Below is a copy of the email.

"Hi [redacted],

This is [redacted] and I just read your message.I seen that you said that you talked to me and I told you I was the Manager I don't remember tell you that. The only thing I remember is I emailed you your invoice and you emailing me back saying that you have a problem with your invoice and then I called you to see what was the problem and you ask me questions that I did not no the answer to so I told you that I will have a manager call you. I apologize if there was a misunderstanding between us but will give this message to my Manager and have her to give you a call.

Thanks,

My complaint remains the same and has been unresolved!!!!

Business' Final Response /* (1000, 13, 2013/08/15) */

With all do respect, a 2nd assessment was performed during pickup. It is carried out as you stated in your rebuttal:

"He said he could not give me an estimate of my belongings or even an IDEA of a second estimate until he had everything loaded on his truck. He took from 3pm to 8pm to load everything on the truck. Then he stated, "I do not do dollars". I understood this to mean that he could not give me an estimate and I would have to take it up with the company. After 8 pm, the man asked if I wanted to unload everything from the truck if I didn't like the fact that my items went past the line."

Therefore, we did act in accordance to reason. Keep in mind that our trucks are already marked with the measurements. This is why he made mention of your items passing a line. In addition, you were provided with documents to bare your signature that clearly shows the actual cubic feet of your belongings that was assessed by our company. (PLEASE REFER TO YOUR BILL OF LADING OR REVISED ESTIMATE) The documents along with the lucrative information such as, actual cubic feet, was provided to you before we left your property upon pickup. In addition, the lucrative information is transformed to these documents by the driver before you bare your signature.

We did promise to give you a $100.00 discount which is in the process of being mailed to you in the form of a check. Also, we truly apologize because we were not aware that you wanted us to contact you other than via Revdex.com. At this point we will discuss any other matter that you want us to address.

Review: Liberty relocation was used to pack and move a one bedroom apartment from Houston to central Indiana. The initial estimate was $2400 and this was clarified in a second conversation. On arrival the estimate was changed to $6200, but as I needed to move the following morning it was too late to find another service. The contract clearly stated that half of the amount was to be paid up front, and the remainder on delivery. 5 days later I received a call from [redacted] stating that I had to pay him all but $1000 of the remaining balance that night via credit card or bank transfer. When I mentioned the terms of the contract he said he would refused to deliver my belongings until he received the money. On delivery of my items well over half of all the items were damaged or destroyed, and items were dumped in boxes without protective wrapping. The company was first contacted on 8/12/13, but it was not until 8/19/13 that [redacted] returned my call. He told me that any poorly packed boxes were packed by me and not his company (I packed nothing) and any reports of damaged items were purely fabricated, despite the fact that many of the items were observed by the delivery mend and they wrote the items on the receipt prior to my signing that I took delivery.Desired Settlement: Full refund

Business

Response:

Initial Business Response /* (1000, 7, 2013/09/11) */

This letter is in response to your complaint filed on or about 8/20/2013 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.

On the day of pickup you had 505 cuft extra then the 1st assessment. There were significantly more items added on the inventory once we arrived for the 2nd assessment on the day of pickup. You also took FULL SERVICE PACKING that added an additional $1250, Please refer to your invoice and/or contract from the day of pickup. We will be more than willing to address this over the phone along with anything else you would like for us to explain.

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.

Final Consumer Response /* (3000, 9, 2013/09/25) */

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

As discussed on the phone with the moving company, and displayed in the photographs provided, the "full service packaging" involved things being randomly thrown in boxes with many items damaged. When this was brought up, I was informed that this was the result of my packing, although I did not pack any items, but in fact the movers had to use unfolded boxes because they did not bring enough for the move. More images can be provided to document the thorough inadequacy of their packaging methods.

When I informed them of the damages, I was told that I was lying, despite the fact that many of the damages were documented upon delivery.

The reason that I declined full coverage insurance is because I was informed by the movers when they arrived at my apartment that I had to use a third party insurance company, despite the fact that I was told on the phone that I would be able to obtain more insurance when the movers arrived.

Final Business Response /* (4000, 11, 2013/10/02) */

This letter is in response to your complaint filed on or about the _______ with the Revdex.com. Again, 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.

There may have been miscommunication between you and our Rep. because all customers are required to purchase additional insurance up until 2 days of the pick up date. If the customer does not have the insurance policy with the 2 day period, the customer only other option is their homeowners insurance are renter's insurance.

Please be sure to redeem the funds from the basic coverage that you were provided for by us. Unfortunately, we have decided to decline your request for a full refund. You may contact us during business hours to negotiate a more fair refund amount.

In respect and regards,

Review: First the company claims on their website to be Revdex.com Accredited and they are not. This is illegal.

They quote one price and then change the price after they already have your property in the truck, doubling the total. Then when they arrive with your stuff in a huge semi (which they never tell you about) they require additional fees to get a smaller truck. All must be in cash or USPS money order. Driver refused to deliver my goods and was threatening to me about further fees if I did not pay him in 5 minutes.

Customer service is a joke. They claim they have done nothing wrong, but they scammed me out of all my savings.Desired Settlement: They should refund me the additional fees for the extra truck and the amount they charged me over their quote. They quoted me $2100 and instead charged me $3759.46. That is over a $1600 difference.

Business

Response:

Initial Business Response /* (1000, 7, 2014/04/26) */

This letter is in response to your complaint filed to the Revdex.com. First and foremost we do apologize for any inconvenience we may have caused to you and your family. We were presented with this complaint from you about our services rendered to you on or about the 7th of March. This letter will respond to that complaint to the best of our knowledge. Please locate your documents while reviewing our response.

When we are conducting our moving service we actually do not double the total arbitrarily. We actually use a method to measure your inventory. This method is in accordance to the rules and regulations of the Department of Transportation.

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 Moving Consultants explain to every customer the significance of receiving an accurate inventory. We give you up to 24 hours to make changes to your inventory. Once we receive a notice before the pick up date that there are changes to the inventory, we will make the necessary changes to the inventory and give you the new price. Every customer has up to 24 hours to make changes to their inventory with our reps. This is the best moment to receive the new price instead of on the day of pick up.

On the day of pick up we conducted an assessment to measure the actual cubic feet of your household goods. The measurements were 665 cuft which is 277 cubic feet more than the original estimate. You were charged for the extra 277 cubic feet in which you incurred.

We do not impose our service upon any customer. If the customer do not want to receive our service for any reason then we are always willing to cancel the contract and instruct our customer service to assist you with finding another mover.

In our Bill of Lading it states:

"Subject to federal law, payment in full of all charges is required before delivery and prior to unloading"

We are simply reserving the right to receive payment when do not unload your shipment before we receive payment. We did not intend for you to feel threatened.

Unfortunately, your request for a refund has been declined because all charges are valid. We regret not being able to provide you with the level of service that you desired and we appreciate your business.

Initial Consumer Rebuttal /* (3000, 9, 2014/04/29) */

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

First, I did have reputable company come through my house and do a visual inspection. When your sales agent called me, [redacted], he assured me that it would be accurate and that his price would be lower. He asked me to send him my in-home estimate by email and he would give me a better price. After I set up my move date [redacted] suddenly became unavailable so I could not check on my estimate. I even called him the day of to go over my estimate before the movers got there to make sure. He was unavailable. After that he referred me only to the customer service line who stated they could not help me.

Second, I like how you took the Revdex.com logo off your site now so you are not deceiving the public. Though I do have snap shots of it and can prove that you did have it on there when I hired you. This is false advertising and against the law. You did not address this in your response to me.

I believe your business conducts false advertising and poor business practices. I felt bullied and mistreated through the whole process after my belongings were in the truck.

Final Business Response /* (4000, 11, 2014/05/14) */

Greetings,

This letter is in response to your complaint. 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. Please locate your documents while reviewing our response.

On the day of pick up we found 20 extra items that was not listed prior to pick up. You were not charged any penalty fees for this addition. We simply just charged you the rates that you were given on the original binding estimate which was $4.83 per cubic feet.

Visual Estimators may also miss items as well. This is the reason why do not charge penalty fees for extra items that are loaded onto the truck. This gives the customer the ability to transport the items that were not on the original inventory.

We removed the Revdex.com logo because we are no longer rated. It was not false advertisement, we just simply had to make arrangements with our IT representative in order for the Revdex.com logo to be removed. This issue has been resolved.

Final Consumer Response /* (4200, 13, 2014/05/16) */

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

Interesting that you say that. Let's get this straight, you claim that you had legal right to post the Revdex.com logo previously? This is false. You have never been accredited with the Revdex.com. In addition, back on 1.31.14 a customer on the Revdex.com alerted you to the fact that you claimed Revdex.com status and you did not remove it. It seems to me that you have been false advertising for some time.

Review: Liberty Relocation moved my furniture from my home in Vancouver, WA to their storage facility in Tacoma and then to my new home in Dallas, TX. I have antiques and they told me they knew how to move antiques. They lied. This was the worst move I have ever made and they are awful. Their supervisor in Vancouver tore apart an old mirror in an antique shaving stand insisting that the mirror had to be wrapped separately. I was horrified when I saw what he'd done. By the time my furniture arrived six more pieces were broken, some multiple times and two boxes were missing, one of which held irreplaceable artworks which I am still grieving about. They promised to find this box and contact me about it but they never did. I filed with my insurance company but was only given a portion of what it cost to repair my furniture and I can never replace my artwork, especially paintings painted by my great grandmother. Liberty Relocation is trying to settle with me for $144. I will not do this. The anguish and months of hassling with them is worth much more.Desired Settlement: I want them to pay more. My insurance deductible was $250 plus I had to pay for additional refinishing of some of my broken furniture so that it would look ok. Plus I want some indication that they attempted to find the box with the artwork in it. Some proof that they actually looked for it. I packed all my stuff so I know that the box was a UHAUL medium sized box with my name on it. Hard to imagine that it would just disappear in thin air. I want $2000 to cover additional expenses and suffering.

Business

Response:

Initial Business Response /* (1000, 7, 2014/03/21) */

This letter is in response to your complaint filed on or about the 3/4/2014. First and foremost we do apologize for any inconvenience we may have caused to you and your family. On or about the 3/10/2014 I was presented with this complaint from you about our services rendered to you on or about the 10/15/2014. 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 find your box as promised. We have made extreme effort to search our trucks to redeem the boxes. We would like to request that you again give us a chance to search again (our warehouse). It brings us great pain when our customer's do not receive items that we had in our care.

According to our records you have declined full coverage insurance. 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. Unfortunately, we are declining a $2000.00 refund but your request is being reviewed by the owner for a fair reimbursement.

Initial Consumer Rebuttal /* (3000, 9, 2014/03/26) */

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

Find my artwork. My household goods were in your warehouse for 2 weeks before shipping out on a truck that went to CA, NV, NM, AZ then TX. During those 2 weeks the box with my artwork in it could have gone out on any truck that left during that time. My name is on the medium size UHAUL box; [redacted]. There can be no mistaking it. If you don't find my artwork, I expect to be reimbursed in kind. My insurance company already paid for most of the repairs to my furniture but the damage was EXCESSIVE, the worst I have ever experienced with any moving company and I've moved many times. You tell me what's fair - $144 is NOT!

Final Business Response /* (4000, 16, 2014/04/18) */

Greetings,

This letter is a response to the response of [redacted] with the Revdex.com.

We provide all of customers with two valuation options: Limited liability and full replacement value (FVP). You were informed that by signing this contract, you are waiving certain valuable coverage which protects your property above the minimum amounts set by law.

It states in our Interstate Bill of Lading Contract (#2):

Please read carefully before making your selection. Since the Carrier cannot control whether proper packing methods are used, on boxes packed by the owner as well as pressed wood (particle board) furniture, liability is limited where allowed by law. Carrier is also not responsible for fragile or brittle items such as glass, china, ornaments, etc. where allowed by law. The carrier has the right to inspect and repair any alleged damage. Carrier is not liable or negligent for any damage to the interior or exterior of any residence including, but not limited to walls, floors, ceilings, stairs, banisters, carpets, plumbing, landscaping, etc.

On the Interstate Bill of Lading Contract (#2 option A and B), you, declined the option of Full Value Protection and elected option A which is the limited liability coverage.

According to our Interstate Bill Lading Contract, as a licensed carrier with the U.S. Department of Transportation we are required to provide limited liability coverage at no charge to the customer. Under this option, the maximum liability is limited to $0.60 per pound per article, for all items indicated as damaged or missing at time of delivery. Shipper and/or agent has full authority to accept the shipment and enter into this agreement.

You willingly agreed to accept the Limited Liability coverage and declined Full Value Protection. You were informed of these options by our employee before you signed this agreement on the day of pick up.

It states in our Terms and Conditions in plain view the procedures to follow to be compensated for any loss or damaged household goods. See below:

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 [redacted] at toll free (XXX) XXX XXXX or visit there web site at [redacted]

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

Unfortunately, your request for a refund is denied

Final Consumer Response /* (4200, 13, 2014/04/08) */

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

I don't understand. I already replied to this before. I don't care about the box of books. I do care about the artwork that is irreplaceable. I told them to find the box of artwork. I don't understand why I must rewrite this all over again. The box is clearly marked, UHAUL,[redacted] PICTURES on it. I did file a claim and they offered me $144. NOT ACCEPTABLE!!! Its not just the missing boxes. either. The damage to my furniture was EXCESSIVE!! Even the furniture restoration expert I took the broken pieces too was appalled. This company LIED to me about their knowledge of moving antiques. Their foreman knew NOTHING! I had to pay my insurance deductible of $250 plus some of the pieces had to be refinished not just repaired which cost me additional out of pocket expenses. Find my artwork and pay me to compensate for the emotional and financial stress you've put me through...more than $144!

Review: I should first start out by saying that this company has continued to state they are Revdex.com rated A+, when in fact they are not even registered. They have stated this in messages left for me and it even states it on their website with is false advertisement. I made an initial agreement with Liberty Relocation for a set amount of items. When they came and packed and moved my items they increased the amount I owed by over $1,000. They then told me that I needed to sign that they picked up my items but I could discuss price at a later date. They lied as I had now signed a new contract without them telling me. I tried multiple times to contact management, and they never called me back. The day before my things were to be delivered I desperately tried to contact someone to speak to about this, but again all the management was gone for the day and they could not help me. On the day of my move they were supposed to be here at 9 am and I explained that I had a job interview in the afternoon at 2 pm and that they needed to be here before then. They agreed. On the day of the delivery I did not hear from them. I finally called at 10:30 and they stated they would not be there until; after 12. I explained I had a job interview and could not have them deliver then but they stated they had to and I had no choice. When my items finally arrived all of the furniture they packed was damaged or was missing parts. Every single box was completely mangled. This was enough of a disaster. However, what is the most disturbing is that this moving company opened and went through my boxes, found a box of checks buried in my kitchen supplies, stole 2 checks and wrote one out for $750 and cashed it. The check number was directly linked to the checks that I had packed. The check was cashed a week before my items were delivered. Liberty Relocation was in possession of my items for 2 weeks before the check was cashed and for a week following. They were the only ones who had access to this box and my checks. I notified my bank and a police report was filed. I have attempted to contact Liberty Relocation about this, but have continued to not get any calls back. I have attempted to contact [redacted] who was the salesman I originally spoke with who organized my move. He originally told me he would have the owner call me back within a few moments and to stay by my phone. He never called. I have tried multiple times to contact [redacted] via phone and text, but he continues to not respond. I have tried calling customer service but all they tell me is that someone will call me back later in the day. This happens daily and I have never had anyone call me back.Desired Settlement: I would like the entire amount of money I paid for my move reimbursed.

Business

Response:

Initial Business Response /* (1000, 7, 2014/06/17) */

Greetings,

First we would like to thank you for giving us another opportunity to rectify this ordeal.

In your complaint you stated that we are false advertising. We have actually updated a website to where it does not bare a Revdex.com logo. We want to respect the intellectual property of other companies so we have took the liberty of removing all Revdex.com logos. If you are aware of something we may have missed then please inform us where you seen a Revdex.com logo.

When we are conducting our moving service we actually do not double the total arbitrarily. We actually use a method to measure your inventory. This method is in accordance to the rules and regulations of the Department of Transportation.

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 Moving Consultants explain to every customer the significance of receiving an accurate inventory. We give you up to 24 hours to make changes to your inventory. Once we receive a notice before the pick up date that there are changes to the inventory, we will make the necessary changes to the inventory and give you the new price. Every customer has up to 24 hours to make changes to their inventory with our reps. This is the best moment to receive the new price instead of on the day of pick up.

On the day of pick up we conducted an assessment to measure the actual cubic feet of your household goods. The measurements were 600 cuft which is 212 cubic feet more than the original estimate. You were charged for the extra 212 cubic feet in which you incurred.

It was never our intentions to cause you to miss your interview. We were not aware of this at the time. But we did keep you informed as to where we were on the day of pick up.

We are really disappointed to hear that you had checks stolen out of your boxes. Honestly, we believe you did the correct thing which was to call the police department. Unfortunately, there is nothing that we can do to resolve this ordeal.

We did write in estimate the following:

_____(Initial) I herby release Liberty Relocation of all responsibility for any of the following:

undeclared items: my account, bills, currency,deeds, evidence of department, money notes, securities, jewelry, watches, precious stones, unless these items have been declared to the carrier prior to shipment.

There is no way that we would be able to investigate this issue. We advise you to call the fraud department at your bank immediately.

Initial Consumer Rebuttal /* (3000, 9, 2014/06/23) */

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

You may have updated the website now, however when I booked the moving company it did have the Revdex.com logo and I was told multiple times by the company that they were accredited with the Revdex.com. I was lied to about this. I am glad that you have taken this down, but it does not resolve my issue that I was repeatedly lied to about this.

My items were not measured on the moving truck, they were estimated while they were in my living room. I asked repeatedly for them to be measured again and I was repeatedly told that they could not measure my items and that the estimate would stick.

I did call my moving consultant 24 hours before in order to discuss a pick-up time and my items, I was told by him ([redacted]) that it was no longer in his hands and that I would have to call another number. I continued to try to speak with someone about this but was told that they would call me back and I never got a response.

While my items were being delivered and leading up to the delivery I tried multiple times to contact Liberty Relocation about the increase in price and I was continually told that there were no managers in the building to speak to and they would call me back. I was told this for over a week with never a phone call returned.

My checks were stolen while my items were in Liberty Relocation's possession, which means my boxes and items were broken into. I cannot accept that there is nothing they can do about this as it was clearly their responsibility. I did contact the police and my bank, but it does not resolve the issue that my items were stolen while they were in Liberty Relocation's possession. This resulted in hours and hours of time spent closing bank accounts, filing police reports and other tasks that resulted from a fraudulent check being stolen while in Liberty Relocation's possession. There is no need to investigate as the police and my bank have confirmed the checks were stolen and cashed while my items were with Liberty Relocation. Therefore, there is something they can do and that is to pay for the time, energy and stress that it has caused me.

I did inform the moving company that I needed my items in the morning as I had a job interview. When they showed up hours late and I called I explained I had a job interview and they could not deliver at that time and I needed them to deliver at the time we previously discussed, I was told that it was my only option or my items would go into storage. Your response that you were not informed of my job interview time is therefore a blatant lie.

I do not accept their response as it does not actually resolve any of the issues I have had due to hiring Liberty Relocation. I am continuing to ask for a full reimbursement to pay not only for all of my furniture being damaged during the move, fraudulent checks being stolen, written and cashed while in their possession, continued lying about Revdex.com accreditation, no measurement of my items, delayed pick up and deliver of my items and complete lack of response from management and customer service.

Final Consumer Response /* (4200, 13, 2014/06/30) */

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

I do have proof, in text form, from your salesman [redacted] stating you are A+ rated with the Revdex.com. Therefore, please stop denying that I was ever told this information. I still have the texts proving this.

I asked the movers to measure my items in front of me on the day they were picked up. He told me that I needed to speak to customer service. I tried calling during business hours and was told multiple times that every manager was out for a full day meeting and they would call me back when they retuned to the office. I was told this exact line multiple days in a row. I was also calling during business hours, not 24/7.

I did ask the movers when they were delivering my items to measure them again. They told me this was not possible as there were other items in the truck from other moves and in order to measure my items they would need to take all of my items out and then other move's items and then move my items back into the truck and arrange them to measure the amount of space. I asked them to do this for me despite the fact it would make more work for them and they told me they did not have the time as they had another delivery that day. I asked repeatedly and they continued to state they could not do it for me.

Nowhere in the list that I initialed did it say checks, therefore that does not apply to me. It also does not change the fact my boxes were broken into and that items were stolen and then fraudulently cashed. I would like some response to this and not just showing me a line in the quote that doesn't directly apply to this case.

Lastly, you have confirmed my previous statement of why my items could not be measured upon delivery, because you have other deliveries immediately afterward. Therefore, you are confirming my complaint about my items not being measured properly and the movers refusing to measure again upon delivery. Thank you for proving my case on this.

Please respond with an actual resolution to this case and not just ridiculous excuses. I would like to resolve this.

Final Business Response /* (4000, 19, 2014/07/17) */

Greetings,

You are not required to speak to customer service to measure your furniture at pick up for the simple fact that the measuring takes place on-sight. We cannot measure your inventory from the office. Your measurements were recorded on your Bill of Lading. If the cubic feet are in question, then we must consider the 85 extra items that we were required to load in addition to your original inventory.

In our last response I stated:

_____(Initial) I herby release Liberty Relocation of all responsibility for any of the following:

undeclared items: my account, bills, currency, deeds, evidence of department, money notes, securities, jewelry, watches, precious stones, unless these items have been declared to the carrier prior to shipment.

We have this language in our Terms and Conditions because we are not liable for those items if they are missing or damaged. You were informed about this statement before pick up.

Please forward the text in regards to the message that you received from [redacted]. We do not train our Sales Reps to inform the customer that we are an A rated. We do not condone this behavior.

[redacted]@liberty-relocation.com

Lastly, we are able to measure an inventory on the truck with other furniture regardless.

As stated in our previous responses we are declining any form of discounts or refunds regarding the matter in this Revdex.com complaint.

Review: Liberty Relocation received a partial payment, invoice# LXXXXXX, for $267 after quoting a moving estimate of $1785.75. The day of the move, the mover presented me with a re-estimate for approximately $2700 stating the salesman under estimated the load. That is a 50% error which is unbelievable. I refused their service costing me a grave inconvenience in getting moved - I was packed and ready to leave. I suppose they thought they had me backed into a corner and would accept the charges. I feel I was it was an attempt at highway robbery. Liberty Relocation has refused to settle the $267 refund I requested sighting I signed a contract. I feel the 50% change in cost broke that contract. Desired Settlement: A refund for the partial payment of $267 plus $200 for the cost of extending my stay in my apartment.

Business

Response:

Initial Business Response /* (1000, 7, 2014/06/17) */

Greetings,

We do regret not coming to an agreement with the extra charges. Any time a customer does not feel comfortable using our service we do try to negotiate a better deal. If we are unable to come to an agreement then the customer may excuse us from conducting services.

The reason why there was a price increase is because you were requesting us to load furniture that was not on the initial printed binding estimate. If we load those extra items then we must charge you extra only if you have additional cubic feet after the assessment.

We will surely refund your deposit if we haven't already. The issue is we need to find your files in our system to refund your deposit. Could you please provide us with your unique job number so that we can rectify this ordeal? Thanks!

Initial Consumer Rebuttal /* (3000, 12, 2014/06/18) */

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

Response is accepted upon condition of full refund of deposit. The job number was LXXXXXX.

Final Business Response /* (4000, 19, 2014/07/02) */

Greetings,

We do give our customers ample time to make adjustments to their inventory. If our customers do not update their inventory then you increase the chances of incurring fees. The contract is actually 'revised' if you have an increase in inventory on the day of pick up. We simply can not charge the same price if there was an gross increase of the inventory. We would be required to charge for the additional items. Therefore, we did not breach the binding agreement but we did make an attempt to revise it, in which you declined.

Final Consumer Response /* (4200, 16, 2014/06/26) */

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

As state in the complaint..."Liberty Relocation has refused to settle the $267 refund I requested sighting I signed a contract. I feel the 50% change in cost broke that contract."

It appears Liberty feels that they can write erroneous quotes and then switch their pricing at the last minute. I did not have three days notice of a 50% price increase.

Review: I contracted with a broker out of Fl. and they contracted with Liberty. THe first issue was liberty was late picking up my stuff in Phx and then they had my stuff for well over a month. Every time I would contact them they said it would be delivered in a couple of days. Then that da would pass and they would give me anouther day. This happened 3 or 4 times. Then when the driver did show up all of my stuff was soaking wet and the driver said they unloaded my stuff in TX and then got hit with a storm. All of my clothes and rugs were moldy and gross. Then I had multiple things missing. Someone at there company stole a IPhone out of my box. I know this because I have everything else out of that box but when I contact [redacted] to suspend service they already had because they were alerted that someone removed the sim card. When I contacted them I was told to file a claim with the insurance but when I tried that their insurance wanted orginal paperwork which the driver did not leave me any. and they wanted pictures. I cant provide pictures of missing things and of moldy items. I put out so much extra expense buying the nessisities because they were so late with my items. The customer support and the service I recieved was HORRIBLEDesired Settlement: I would like 1000.00 to cover my missing items and the damage to what I did get.

Business

Response:

Initial Business Response /* (1000, 7, 2013/11/25) */

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.

We are sincerely sorry to you and all of customers that had their items shipped on the same truck as yours. Due to the weather we had several cases of damaged items. This was beyond our control but we will do what is possible to help compensate you for your loss. As for the iphone, we ask that small electronics, jewelry and money to be carried with you as you travel. According to our terms and conditions, we do not recommend that you load these items.

In regards to your damaged goods, please 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.

I am an Air Force Veteran with over 20 years of military service and have moved many times in those 20 plus years. I have never in my life ever experienced a move like this. Sure I understand that you’re going to have things broken or even stolen, but to get treated like you’re “sands through an hour glass” is absolutely ridiculous. I moved from one state to another (CO to CA), and did some research on various moving companies. I found one that I liked (so I thought), and did my reviews on each and every one of them – this is the one that I went with, Liberty-Relocation. Liberty seemed to be the best of the worst and had less bad reviews than the others. In fact, their sales rep, Andrew, was so nice at the time that my wife and I decided that this company had to be the one. I unfortunately was wrong. I foolishly thought that Andrew, with awesome and great customer service that this was the right move to make (what a fool I was to believe this). At the time he sounded like he really was looking out for my best interest (don’t fall for that – remember he is JUST a salesperson and nothing more). When he states that he will be your contact from beginning to end, and if there are any issues to contact him don’t fall for this, because after the contract is signed and the money is in their pockets you become just another “brick in the wall”. In addition, get everything, I mean everything, in writing (emails, instant texts, contracts, etc.), you WILL need this if you want to pursue any type of action. Thank goodness we did. They don’t care about your well-being, just the bottom dollar. And when you’re done with this company and this nightmare, all you will see is the bottom to “your” dollar. They quote you one “binding” price and at the end “BAM” you get sucker punched with a much higher price. I thought once the mover loads all of your household belongings, they have agreed to the binding estimate and no changes can be made or additional costs added. I scratch my head wondering what a “binding estimate” really means. Simply, a binding estimate means that the price quoted in the estimate is the amount you pay, even is your shipment weighs more than the estimated amount or less than the estimated amount. I went back and forth with my items with my salesperson, Andrew, and he kept lowering my final price due to my inventory getting less and less. In fact, my inventory ended up to be 77 pieces, coming out to a total of $2398.31, which was my (so called) binding estimate. I even asked him about the extra coverage/insurance, and he said that it probably wasn’t worth purchasing since nothing usually happens to the items that they pack. I started this process in January 2014 and thought all was okay. On my supposed moving day, I never received a call from the movers concerning when they would show up, so I called my sales rep. He said they left a phone message – another lie. No message was left. Then I got a text from my sales rep that said they would be at my house between 12-2 the next day. Why do I have to do all the work when I’m paying this company to do the right thing? Well when the movers came to pack up our items all of a sudden the price increased considerably to $3154.50. What really concerned me was that our sales rep stated that Liberty Relocation would be the company that would move us from beginning to end. Not the case. They hire some other company with trainees or day laborers to handle the picking up of items. At the time I was in California and my wife was dealing with this disaster. I told her to just pay the price and get the movers out of there. Not only did they package our items up, but they damaged our very expensive screen door and claimed that they didn’t do it. We still haven’t heard from this company concerning the repairing of my screen door. After attempting to state my point with Andrew over the phone, he stated that the only way the "binding" price could go up is if we had over 100 items. That was total BS since I only had around 77 items. So right there it tells me that these folks have no idea of what they’re doing. They sit back, fat and happy, quoting the customer, and know absolutely nothing about what really is going on. They most likely use some outdated program and just throw numbers out to the unsuspecting people. I truly believe that the positive reviews on the web are done by their own company because no one in their right mind would give this company positive reviews. In fact, there is one review that states, “if you want good service call Andrew”. What a joke that statement was. I say if you want good service, call another company. Make sure that it is a reputable local company. I cannot stress that enough. I learned one thing by all of this – ALWAYS get an in-home quote/estimate and have them sign the contract in blood. Since the movers packed up our items I kept attempting to contact our “so called” sales rep on numerous occasions (via email, phone calls, and by text messaging) over 25 times, to no avail. He will no longer get back with me. It’s like we are now on our own with no one to contact in case of an issue.

Our furniture arrived at our new place in California. Thank God I had my son, his wife, and my wife to help unload and put things in place since the movers consisted of 2 people. Although they were absolutely the nicest movers I’ve ever dealt with, if not for my family they would’ve been unloading and putting things together until midnight. Of course things were broken, but only two items. My brand new dining room table and our brand new futon. No insurance, so I suppose I bite the bullet on this one.

The next time I have to move, if ever, I’m selling everything and buying new in my new location.

In closing, when your sales person states "I will be your contact from beginning to end", and "your binding contract is absolutely BINDING", and "our company will be the one to handle your goods from beginning to end" and "you can call me or text me anytime, I'm there for you" - REMEMBER this is only your dream.

Review: I've had an awful experience with Liberty Relocation.

To start things off, they never called to confirm my pick up time 24 hours in advance, as I was promised. I had to call to make sure I was still scheduled for pick up the day before, and did not find out until after 5 PM that they were coming between 10 & 12 the following day. At 12:30 the day they were scheduled to come, they still hadn't arrived. I called the office again to see what was going on, and I finally received a call back from the driver to let me know they were going to be an additional TWO HOURS late. At this point, I had to reschedule the movers to come the next day, as I had already missed more than half of my work day and needed to get to my office. The following day, they were scheduled to be at my house at 6 AM. By 6:45 they still hadn't shown up, so I attempted to call the office and driver from the day before, with no luck. I then received a call back from the movers to let me know they would be another hour before they arrived. By the time they got to my house, it was almost 8 AM, meaning they were 2 hours late, AGAIN.

At this point, I was asked to pay the 50% remaining balance. All of the information I received said I could pay this with accepted credit cards. When I tried to pay with a card the driver told me he didn't have a card reader and I needed to pay with cash or check. Therefore, I had to dig through boxes to find a check to write to him. Had I been given this information correctly in the first place, I would have been sure to either pull out the cash prior to their arrival or leave a check handy.

By the time they were done loading my house, the driver mentioned that he apologized for missing the appointment from the day before. I replied that it was ok, but I missed out on making money since I was not at work (mind you, by this point I have missed over 6 hours of work). His response was "well, at least your company is paying for your move", which they are not. When I told him that, he just chuckled. This leads me to confirm that they have zero respect for their client's time.

As the movers were leaving I realized I had cash in my pocket that was intended to be used towards a tip for them. I ran outside to give it to them, and caught the driver talking badly about me and how I hadn't tipped, even though he had brought extra movers to help. I still tipped the movers themselves, as I found them to be very polite and great at their job. But I was extremely upset the driver would have the audacity to talk badly about me before they had even left my driveway.

At this point, I attempted to get a hold of a manager, as I was extremely upset about the tardiness of the company, in addition to the way I had been treated by the driver. I called and emailed the company numerous times, with no luck in reaching someone. I submitted a request on the company's website asking for a call, as well. After 72 hours I finally was given the phone number of a supervisor in Denver named [redacted] I called him and voiced my frustrations with the entire situation while he made excuse after excuse for why they were late, and argued with me that his driver would never talk badly about a customer. He was unable to pull any of my information for me move, or confirm when my belongings would be arriving in my new city. After speaking with him for more than 30 minutes, he finally said that there was nothing he could do for me. I'm not sure what his role in the company is exactly, if he is unable to pull any information related to a customer's move, make any decisions, or help make his customers feel appreciated. In addition to speaking with [redacted], I received a call back from customer service in regards to the request I had placed on the website. When I voiced my concerns to the customer service representative, he informed me that he needed to speak to the owner of the company and would call me back. When I asked him for a time frame that I could expect a call back, he assured me if would be before noon the following day. It has been almost three weeks since I spoke to that customer service representative and I am still waiting on a call back from him.

I spoke to [redacted] on a Monday, the day before I spoke to him I received a call notifying me that my belongings were on my way, and I would be receiving them the following day. The person I spoke to was named [redacted], and he assured me that the driver would call me when they were an hour away. The following day (Monday), I received a call that they would not be showing up that they, but the next (Tuesday). The next day (Tuesday), I received another call from [redacted] to confirm the movers were coming, but they would not be there until closer to 4 PM, but I would receive a call when the driver was an hour away. At 4:30 I still had not heard from the driver. I called [redacted] back to inquire on an updated time frame, and he let me know that they were delayed, and they should be by the next day (Wednesday), instead. He again insured me the driver would call when he was an hour away. Yet again, Liberty Relocation is incapable of staying on schedule. At 8 AM on Wednesday I received a phone call from the movers stating they were at my apartment. Where was this phone call I was promised I would receive when they were an hour away?

The movers themselves were fantastic. They were very polite, they made me laugh, and they were very informative on the process of unloading the truck. Once again, they proved to be the only outstanding employees that Liberty Relocation has on staff.

Unfortunately in the move, my glass table and a bedroom drawer were broken, due to improper packing by the movers in Denver. I was told I needed to submit a claim, and to call [redacted] and he would be able to help me do so. I called [redacted] three times before I was finally able to get a hold of him, at which point he was short with me and told me I needed to go to a website and submit it there. The website they use is difficult and not user friendly. It will be a miracle if my claim even goes through successfully.

To top everything off, I was notified by my bank after my belongings were delivered that my check I wrote when the movers picked up my belongings had been cancelled due to suspicious signature. I am unsure if the driver or company attempted to change anything on my check, but in the 20 plus years I have had a checking account at this bank I have never had a check cancelled due to suspicious signature. I then received three phone calls in a row from [redacted] at Liberty Relocation. It was in the middle of a work day on a Friday, so I was unable to answer. He left me a voicemail stating he needed to speak with me due to my "Insufficient funds check" that was written and he needed to speak to me to straighten everything out before the delivery of my items. He also sent me an email at this time, and within this email he claimed he had attempted to contact me numerous times, and if I did not respond and pay the balance that was owed to them within 5 business days, I would owe three times the amount of the original check value, in addition to court and legal costs. He then signed the letter "Legal Resolutions Manager". I responded that I was unable to talk at that time, as I was working, but wanted to be sure to note that calling me three times in a row does not constitute multiple attempts to contact me. I recommended we speak the following day, which is Saturday. When he responded to that email, his email signature had changed to "Moving Manager". I am still unsure what [redacted]'s position is at the company. We will be speaking tomorrow and maybe I can get some clarity.

Bottom line, after dealing with this company, I am convinced they are a big scam. They have no inner-office organization, the managers have no authority to make any decisions, and they are simply interested in ripping their customers off. They have zero customer service, promptness, or respect for client's time and money. This is no way to run a business, and I feel sorry for any other poor soul that gets suckered into using them for their home or office move. I would still love to hear from the owner about my awful experience, but at this point I have given up any hope that will happen.

If you are looking for a mover- DO NOT USE LIBERTY RELOCATION. If you see an advertisement for them, look away. If they call you, hang up. Run as far away from them as you can. Save yourself the headache of dealing with these incompetent people.

If any of Liberty Relocation's physical movers are reading this- quit your job and go work for a company that will respect you and the customers. You are all too good to be working for such a shady company.

Desired Settlement: Monetary reduction in costs. No more money paid to liberty relocation, no more phone calls or emails, no contact between the two parties in the future.

Business

Response:

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

Greetings,

This customer have been resolved. We actually gave her a $200 refund for pick up and delivery issues. [redacted] is a manager in our Consumer/Legal Resolution department. He spoke with her extensively as well as communicated with her via email. The issue with the non sufficient fund check was also resolved and Mrs [redacted] has respectfully paid in full.

Our claims department is a 3rd party company that manages our claims. We will contact them today to request for them to make their website a little more user friendly.

This case have been resolved directly with the customer.

Review: I initially set up a moving contract through [redacted] and he assured me that all the necessary steps were taken and that everything would be ok. I had another moving company to the house to do an appraisal of how much my household goods weighed, they were a more reputable company the military uses. I gave that quote to [redacted]. When movers came they told me that I was 150 cu. sq ft over and they charged me for that aprox($400) more. After they were done, I sat down with one of the guys and we went over the contract, which was signed with a first delivery date of 1/7. They called me on 1/1 telling me they would be in NY. I told them delivery date is for 1/7. They insisted that I told them verbally to deliver immediately. Signed paper contract states 1/7. Now they are holding my stuff hostage demanding a redelivery fee, storage fee, and the days the driver edited in me to arrive in NY. If spoke to Stan the dispatch and he said that I told him over the phone to deliver immediately, he said calls were recorded, I told him to let be hear a play back, then he changed the story and said I left him a voicemail and had deleted it. Liners and crooks, that's what they are. Please help me shut this company down. Desired Settlement: They want me to pay the fees or pick my stuff up from storage myself and pay the original cost to them.

Business

Response:

Initial Business Response /* (1000, 7, 2014/01/27) */

Greetings:

 

This letter is in response to your complaint filed to the Revdex.com on or about the 1/9/2014. 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.

Only during pick up you requested an expected delivery of January 7, 2014. The situation changed after our Dispatcher specifically called you on or about the 12/24/2013 to ask you if we could deliver your furniture immediately as a straight delivery, which would be before 1/7/2013. You agreed. But we also understand the condition of the weather in our region around this time. To no prevail, it hindered you and your family from arriving to your destination in a timely manner to receive your furniture from our company. We do have record that you did try to inform us by calling us, but the issue with this is the fact that we were closed for the holidays. By this time, we were already in route for delivery. You did try to prevent the delivery late, but we were already in route which would have resulted in extra fees due to the fact we did confirm with you for early delivery.

Your items are not hostage. This is a federal crime. Your items are legally being held in our possession until we receive the final payment. Requesting for our company to be shut is simply unfair to the workers that put forth the energy to assist you with your relocation needs. We understand your frustration. But you did in fact agree that we could deliver your goods early. It does not benefit us to deliver a customer's goods early if they are not going to be available. We simply do not benefit.

In respect and regards,

Review: My Headboard and side railings of my expensive bed was not delivered...just the footboard. Lots of my furniture was broken and goughed. Several packed boxes were also missing.

No one at the company will talk to me about the missing items. No one will return my calls.

I would never deal with this company again and I will do my best to let others know of my treatment. I can understand that things happen, but I think a company can at least respond with some sort of explanation as to is the missing furniture in their wearehouse or tell me they have lost it. Some sort of personal contact would go a long way instead of just dismissing me.

This is not an A plus Revdex.com company and I will do my best to let others know about their business practices. They hold no responsibility.....if you go with them, you are on your own! Also, I was told they were not brokers, but a different company from Las Vegas delivered the furniture.

I guess I am just asking for a phone call from the company with an explanation of where my stuff is or if it is gone and I shouldn't wait for it. The day of the delivery, ther driver told me they found it in the Vegas warehouse and it was on its way. Liberty in Washington won't verify this and don't seem to know anything about the delivery.

Don't they have records?Desired Settlement: I want some sort of personal contact from someone in management of the company. Customer service just gives me the run around. I want to know if my bed is on the way or not.

I have moved several times and this has been the worst experience ever.

Business

Response:

Business' Initial Response /* (1000, 9, 2013/08/06) */

First and foremost we apologize for any inconvenience that may have been caused in result of this ordeal.

First and foremost, 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 and lost. We are also being proactive in locating your bed rail and headboard. We be in contact regarding these items. The moment we locate these items we will return them to you at no cost.

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.

Consumer's Final Response /* (-5, 5, 2013/07/15) */

The day after I filed this complaint I had a phone call from a company in San Diego ( [redacted]) and they said they would be delivering the bed, today Monday. The bed was delivered and these gentlemen were careful and professional in putting together the bed and bringing my ladder which was also missing from the original delivery. I am still missing two boxes of things but I can live with that. My bed was the important thing and now it is here. I don't think this would have happened without your help. I still have heard nothing from the company and I am just glad I don't have to deal with them any more. I would never use them again! Thank you for your help in resolving this matter. I have a new respect for Revdex.com as a protection to the consumer.

Review: We had contracted with a different moving company [redacted] to help with a small move from Denver, Colorado to Columbus, Ohio. Much to our surprise Liberty Relocation was sub- contracted to complete our move. They arrived at the scheduled time, picked up our items and proceeded to accept our payment (1/3 of contract) and advise us that the move would be over $600.00 more due to excess items. We were advised by First Call that our price was not figured by cubic feet or gross weigh but by verbal inventory. It was far too late to secure other options so we agreed to their terms. We were advised that the move would be delivered within 2-5 days. 35 days later we received delivery. Our driver immediately informed us that he could not accept money orders but needed cash. He also stated he would refuse to unload the truck until we paid an additional $75.00 walking fee. Once paid he began to unload the truck. We immediately noticed that the mattress covers we were forced to purchase were missing from the queen size box spring and pillow top mattress. We were never consulted as he unloaded the truck and checked off of his inventory. He was using 2 local contractors to handle the actual moving of our property and he rarely left the truck. We noticed that several of the boxes he was delivering had been opened, rummaged through and re-taped. He also attempted to deliver a flat screen tv and 4 moving boxes that did not belong to us. When he required our signature to accept delivery he was quite surprised when we questioned his markings. 4 boxes were missing and several items were broken and damaged. Not his problem. We have called several times to make the company aware of our concerns and loss. Although sympathetic to our problem and fully willing to call us back, we still have heard nothing from them or their insurance company. The total value of the loss is roughly 10,500.00 as valued by our private insurance provider. Not only was our property stolen, lost, and damaged the time of delivery was over thirty days later than promised.Desired Settlement: An apology is definitely in order and we are requesting a full refund of money paid. We feel as if we were taken advantage of, mislead and victims of theft. Our job number is bXXXXXXX.

Business

Response:

Initial Business Response /* (1000, 7, 2013/09/11) */

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.

There were several challenges that we met when our crew begin to load your items. The root of your issue stemmed from your initial estimate that was prepared by First Call Movers. 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.

We understand that you wanted the price that you agreed to with First Call but you may have been misinformed regarding the 2nd assessment. It is mandatory for every moving company to perform a second assessment (actual). We are required to perform these assessments only by weight or cubic feet. Also, if workers are required to walk over 100 ft to your door, we must change a fee for extra labor on our workers. This is a very common charge throughout the industry.

This complaint states 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".

Lastly, we would like to conduct an investigation regarding you boxes being opened and damages. 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 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 were tampered.

Final Consumer Response /* (3000, 30, 2013/12/14) */

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

We still have not received the $100.00 check in attempts to make up for the excessively late delivery of our items. We did speak to a representative this week who has, again, assured us that this check would be forthcoming. This in no way even comes close to cover the over $8000.00 in items that were damaged and/or missing while in your care, custody and control.

Your claims department, likewise, has made a ridiculous offer of $145.00 to settle this claim if we agree to stop expressing our concerns about our poor experience with your company. We, of course, will not accept this offer.

We would love nothing more than to write this off as an extremely bad experience. In order to do so we are still requesting a full refund of monies paid to your company. Even this will not come close to making up for the monetary loss we have suffered at your hands or the time we have spent trying to recoup our loss.

We appreciate your understanding.

Final Business Response /* (4000, 32, 2013/12/30) */

Greetings,

We apologize for the inconvenience. The check was sent 2 weeks ago. We are deeply sorry that it took so long.

The reason why you were only reimbursed $143.00 is because you only had basic coverage insurance available to you. According to our records, you declined full coverage insurance. We always urge customers to take advantage of full coverage insurance when they have sensitive items that need to be shipped. Allow us time for our company to review your case ourselves to see if we could possibly add to the amount that our Claims Adjustor permitted. We will follow up with you within 7-10 business days. Please standby.

Review: Dear representative, I ordered a moving service with the company Liberty Relocation. The service was horrible. First, the moving track was late for 5 hours. Second, they showed me inventory with description of my stuff that I never saw before. They said I signed it with electronic signature, but in the time I signed the inventory was not there. Third, they refused to take half of my stuff, even I was agree to make additional payment. I have to throw out half of my stuff on garbage. Some of my things, such as my child's bicycle was taken by moving company workers to their possession. The service looked like robbery. They also raised the price for things that they should suppose to take. They counted one box for 5 because it looked big. I never was informed from the company rep. about particular sizes of boxes. And the last, I tried to contact the company for 1 week to pay for storage where they keep my staff. Nobody answering the phone, nobody returns phone calls, nobody answering my e-mails. I never in my life met such horrible service like from this company. I also starting to think, that my stuff may be stolen.

Please, try to contact the company, and help me. Desired Settlement: First, I want to know where is my stuff, and why nobody answering me. And second, the price must be fair, $ 1,395, as I was promised by representative [redacted] over phone

Review: I contracted Liberty Relocation to load and ship my household good for my recent move from Seattle to Florida. I made all arrangements well in advance, including providing my credit card details for payment weeks in advance of my move date. I had multiple conversations with [redacted], a Liberty Relocation representative, and resolved (or so I thought) all issues ahead of time.

[redacted] and I agreed that Liberty would use the pre-provided credit card to bill the costs of the move, under the terms of one-half due upon pickup, and one-half due upon delivery.

On the day of the move, Liberty's movers arrived and demanded 70% of the estimated cost of the move up front, in cash. Naturally, my wife was not prepared for this demand, as I had told her of the arrangements that I thought we had agreed on.Desired Settlement: I believe Liberty Relocation owes my wife an official, written apology for the mistreatment she received, and for the stress their movers placed on her. This is a bare minimum.

I believe Liberty Relocation should suffer some financial penalty for their malfeasance. I don't know what form this should take, and I frankly don't care. I can promise them that I will *never* countenance using their "service" again, and I will tell everyone I can about the poor treatment my wife received at their hands.

One of the reasons I elected to use Liberty for my move was that they had no visible complaints filed with the Revdex.com. I don't intend to let the next person who checks here make the same mistake. I want this complaint on record so that potential future customers can make an informed decision based on my actual experience.

Business

Response:

Business' Initial Response /* (1000, 7, 2013/07/17) */

Hello Mr and Mrs.[redacted],

The purpose of this Letter of Apology is to convey to you my sincere apologies for any inconvenience you may have experienced with respects to the pickup of your household goods. As soon as I reviewed your case it was clear that our foreman was very unprofessional. We do understand our customers would like to be treated with the upmost respect as we provide you with our services. There are no explanations for his conduct. Consequently, we have reprimanded him along with additional disciplinary actions to come.

We have years of experience so we are very aware that moving is extremely stressful and time consuming for the customer. Mr and Mrs. [redacted], let me assure you that what happened in your case is not typical of Liberty Relocation's level of service. We continue to be committed to providing you and all of our customers with the highest standards of service in the industry. Please accept our sincerest apology.

In respects and regards,

Liberty Relocation

Management

Business Response /* (4000, 16, 2013/08/13) */

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 will take 9 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. It was lucrative for us to pickup some loads in Houston before the driver got to FL because unfortunatly, our original truck that was scheduled for those pickups was having mechanical issues.

We would also like to use this platform to opologize for the offensive behavior of the driver

Nevertheless, we are regretful for not providing you with expedient service. In respects to you and your families time waiting for your delivery we have decided to give you a refund in the amount of $200.

Respectfully,

Liberty Relocation

Management

Consumer Response /* (4200, 18, 2013/08/14) */

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

Nine days is not "a short delay". And no one told us to expect anything other than prompt delivery on the date we scheduled. In an email to my wife dated July 20, Nigel Bacchus wrote: "Ok, we just updated the system with a delivery date of August 2nd." We gave plenty of notice, and we went to significant trouble to arrange for full payment of our balance two days in advance of that date. As of July 31st, when our payment cleared, no one gave us any indication that there would be any kind of delay. It was not until August 1st, the day before our scheduled delivery that we found out COMPLETELY BY ACCIDENT that our delivery was going to be delayed at all, let alone significantly.

Your "apology" makes it very clear where your priorities are: "It was lucrative" for you to delay my shipment without just cause and without due notice. You care more about profit than customer service.

Your proposed refund is a flat out insult, given all of the problems we have had with this move, starting from the day of pickup in Seattle. Liberty Relocation has failed utterly to deliver on its claims. We request a full refund in the amount of $7677.20.

Consumer Response /* (-5, 19, 2013/08/14) */

In Liberty Relocation's prior response, they wrote:

"We have years of experience so we are very aware that moving is extremely stressful and time consuming for the customer. Mr and Mrs. Rupp, let me assure you that what happened in your case is not typical of Liberty Relocation's level of service. We continue to be committed to providing you and all of our customers with the highest standards of service in the industry. "

This is not consistent with the behavior they have demonstrated. Contrast this with their admission that the reason my shipment was delayed was because "it was lucrative" for them to do so. In what possible sense can that be construed to be consistent with "the highest standards of service in the industry"?

It seems clear to me that Liberty Relocation's "commitment" is to their profit only. They have provided truly horrendous service to me and my wife, at a time that truly was "extremely stressful and time consuming"; the more so because of their utter failure to deliver on their promises. To have them give the barest lip service to the ideals of customer service and expect everything to just be okay thereby is, at best, insulting.

Business Response /* (4000, 22, 2013/08/21) */

In response to your complaint:

We are not implying that you did not endure any repercussions in this ordeal. Our main objective is to provide efficient and effective shipping service to all of our customers. The 'variable' that we were referring to in our last response is a moving company's reality. We are merely conveying to you that as Movers we do face challenges. Our drivers were on route in a timely fashion to deliver your items, but during the process of delivering your furniture we approached a dilemma. One of our other drivers deterred from completing pickups in Houston, TX because of mechanical reasons. The driver that had your furniture in their possession was the only driver available to complete those jobs. It was lucrative for us to attempt to please every customer scheduled to have pickup and delivery. We are very aware of the difficulties that were brought upon you and we regret for not doing better than you anticipated.

Consumer Response /* (4200, 24, 2013/08/22) */

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

This is not a resolution. This is further rationalization of Liberty Relocation's failure to deliver on their promises. It does not address their reasons for failing to let me know in a timely manner that my shipment was to be delayed. It does not address the amount of time I had to spend on the phone coordinating things that they should have coordinated, but they in fact did not even know about. The circumstances around these failures indicate a wanton disregard for the customer. You cannot provide "efficient and effective shipping services to all" of your customers without providing the same to me. I was a customer. Your service to me was neither efficient nor effective; it was degrading and humiliating. Your drivers and dispatchers on both ends of the move each threatened me and my wife with inaction unless we provided more money. In both cases we had to scramble to correct Liberty's egregious lack of oversight and communication. We should not have had to do Liberty's job for them. We should not have had to suffer the stress of the disruption of our carefully planned move-out and move-in dates because of Liberty's carelessness and lack of professionalism.

I repeat my request: I request a full refund in the amount of $7677.20.

Business Response /* (4000, 27, 2013/08/28) */

We completely understand your frustrations. We are simply not asking for you to dismiss what happened during the duration of your move, although we would like to respectfully request you to be reasonable. Your previous complaint stated that you are justified to receive a FULL reimbursement for this ordeal. It is not in our interest to influence our customers to tarnish our company or damage our business. So we are not intentionally defying our contractual agreements. On the other hand, we know why you are using every effort to rectify this situation to your satisfaction. Before you continue, we would like for you to please consider the fact that there were services rendered. All of the employees that contributed to your shipment should not completely be affected from your experience. Every business does not always run as smooth as they would like, particularly the moving industry. There are numerous amounts of technicalities and challenges that we face on a daily basis. Majority of our customers receive little to no damages because of our ability to adjust.

Our initial offer was for a reimbursement of $200.00 for late delivery. Unfortunately, your request for FULL refund is firmly denied. Any future request for reimbursements regarding any delivery issues or any other issue stated in your previous complaints is also denied. If you have complaints that were not stated in your previous complaints then we are more than willing to address those issues and rectify those issues as soon as possible.

Consumer Response /* (4200, 29, 2013/08/29) */

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

Again, this is not a resolution. It is abdication of responsibility. You are responsible for the actions of your company. You are responsible for your company's mistakes. Your company made many mistakes in the course of fulfilling my order. The fact that I eventually received my shipment does not change the fact that I received it only well in excess of the promised delivery date, and only after having to scramble to deal with the rudeness and carelessness of your agents. Liberty should be help accountable for those lapses. You are stating that you refuse to held accountable at all, and that is wrong.

You clearly do not understand my frustrations at all, because you are stating that they are not worth any compensation. Yes, there were services rendered -- they were rendered poorly, with active hostility on the part of some of your agents, cluelessness on the part of others, and intolerably late. I don't care about what the majority of your customers receive; I care about what I received, and what I received was horribly negligent and abominably poor service. The employees that contributed to my shipment should absolutely be affected. They did not do their jobs well. I'm not suggesting that any of the individuals involved should be penalized directly; I know full well that they won't be. But they should certainly be affected by knowing they did their jobs poorly, and that they caused valuable customers undue stress and hardship by their negligence. I also know full well that Liberty can easily afford to lose money on my job and still be profitable overall.

Review: I was looking for a moving company from Denver to Houston. The pick-up crew was rude and they charged me about three times above the original estimate quote ($1700 to $3200). They threatened me that they would only load 16 items with that price. Now, it is the time to deliver. The Liberty Relocation company representative was a joke. They would not pick-up the phone call during business hours and they could be extremely rude depend on their mood. I was told a week ago and the women [redacted] left me a voice message that my goods were supposed to pack over the last weekend and I should get a phone call this Monday. However, They never contact me back on Monday. I called back on Tuesday and they told me that my good are supposed to load this week rather than last weekend as they promised...Their manager was a joke. He would not even talk to me and he did not show up until 12:30pm everyday. On Friday, I called again and the women told me there are still no drivers assigned to my goods. I regret to hire this company at the beginning and it seems they have a looooot of issues to delivery stuffs. She told me that I have to call back on Tuesday. I have couple computers in the boxes and hopefully they will not be stolen by their moving crew (Just found out they are not the actual movers but agent company). I am paying too much money to get this horrible service. It seems the customer representative does not do anything beside lying and give you promises. I have already contact my lawyer and the recorded phone calls and voice messages. They state that according to the state law they have 21 days after the requesting day. I will wait and see when and what they will deliver me. Please stop treating your customer with lying and arrogance.Desired Settlement: deliver my goods on time as promised and give me a exact date of delivery. I have 33 items and they are in unopened boxes (with two suitcases) and two desktop computers in blanket wraps. Deliver on time with no missing/stolen stuffs and do not open my boxes. Call me back and tell me an exact date ASAP. I will have my attorney and possible a police officer aside for the unloading and evidence collection time.

Review: Liberty Relocation provided the worst cross country move experience. When they came to load my items, they quickly made me sign long contracts without explaining to me coverage options for my items leading me to unknowingly sign up for coverage of 0.60 per pound per item rather than full coverage. The mover that picked up my items wrote on the form to deliver my items as soon as possible rather than an actual date. This caused the company to leave my items in storage for two additional weeks than expected leaving me sleeping on the floor of my new home for that time. When they finally delivered the items I complained to the driver that almost everything was visibly damaged. Several boxes were ripped, dented and upside down. He only advised me to file a claim with the claims department. SInce so much was damaged, it took me hours to file the claim and upload 60+ pictures of the damage. The claims company later advised me that Liberty Relocation only covers functional damage and not appearance damage leaving me with all my damaged items due to the mover's negligence and no avenue available to make me whole. They need to train their movers to treat other people's property as if it were their own. The condition of my items leads me to believe several boxes were thrown or smashed without concern. The fact that I was led to believe my items were fully covered by the salesperson and the mover did not review with me the coverage portion of the contract leads me to believe that they were aware my items would be damaged and I would have no recourse after the move. Their tactics appear as shady business practices to say the least.Desired Settlement: I filed a claim through Liberty's claim process and the settlement they offered me was offensive to say the least. After the way my items were treated I have lost a significant amount of money on this move. The settlement I am seeking from the business is a 50% refund of my costs considering I am out several thousand's of dollars in damaged items and the extended time I had to wait for delivery.

Business

Response:

Initial Business Response /* (1000, 8, 2014/09/10) */

Greetings,

We are sorry that you have experienced extensive damages from our care. We would like another opportunity to rectify this situation. Please send me a copy of the settlement letter from our claims department to the email address [redacted]@allservicesmovers.com. I will be sure to review the report to confirm if there were, in fact, extensive damages. If there are extensive damages as you have stated, then we will increase the settlement amount. If the damages are not extensive, as well as showing signs of negligence, then we must honor the current settlement amount.

On the Interstate Bill of Lading it clearly shows 2 coverage options. Also, each option thoroughly explains the terms and conditions of each plan. (Please refer to the Interstate Bill of Lading)

Initial Consumer Rebuttal /* (3000, 10, 2014/09/12) */

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

Hello,

I will send you the settlement letter once I receive a response from my dispute of the initial settlement offering as well as the 65 photos of the damages to my items. I understand the contract stated the coverage options however, my complaint is specifically regarding the fact that your sales person led me to believe I had full coverage when I booked you for the move while your rep who picked up my items told me to write 0.60/pound on the contract without explaining to me why I was writing it. It was a very unclear situation due to the actions of your employees. Also, you did not address my concern over the fact that I advised your rep who delivered my items of the damages at the time of delivery and he told me to file a claim without taking any further action while the claims department is denying some damages based on the fact that your rep did not note any of the damages I informed him of at time of delivery. I am being penalized due to your employee's either lack of training or negligence. Thank you.