Liberty Relocation

Review: They were told what we had to move over the phone and refused to come out and look at it, saying it would be fine to just tell them over the phone, when the moving crew showed up five hours late, they claimed we had to pay $1,700.00 more than they agreed to and still didn't take all of our belongings, which cost us even more to have them removed, since we had no way to take them.Desired Settlement: Just the $1,700.00 we were railroaded into paying under duress of not moving our possessions after we had given notice to our landlord and already made arrangements to shut off the utilities. We will forgo the hundreds of dollars our landlord had to charge us to remove what they wouldn't take, so as to not be greedy.

Business

Response:

Initial Business Response /* (1000, 15, 2014/03/21) */

This letter is in response to your complaint filed on or about the 2/15/14. First and foremost we do apologize for any inconvenience we may have caused to you and your family. On or about the 2/24/2014 I was presented with this complaint from you about our services rendered to you on or about the 1/14/2014. 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, 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 1526 cuft which is 381 cubic feet more then the original estimate. You were charged for the extra 381 cubic feet in which you incurred , a total of $1280.16 additional.

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

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

Review: Liberty Relocation moving dumps my household goods at an unknown storage facility and hangs up on me charging me over double the original binding estimate. I moved from Denver CO to Charlotte NC. The company double the estimate when they arrived at my house in Denver. Then when I asked them to pick up the stuff they left at the house they charged me even more even though it was stuff they left. Then they gave me one day notice of delivery and when I did not have the money dumped my stuff somewhere. I filed a fed dot complaint. In addition, when I asked who was the arbitrator to work with I got email they won't give me the location of my household items unless I settle holding my home hostage.

Product_Or_Service: moving servcies

Desired Settlement: DesiredSettlementID: Refund

I would like my household goods delivered using the original binding estimate of 2800 as opposed to the 7900 they are currently expecting me to pay.

Business

Response:

Initial Business Response /* (1000, 6, 2014/02/06) */

Greetings,

Honestly, we wish this ordeal could have gone a lot smoother than we both expected. Our company will make every effort to ensure you are satisfied by coming to a fair agreement in terms of your complaint submitted to the Revdex.com.

We would like to begin to make emphasis that the facts in your complaint is contrary to the facts that we have on record. There were additional requests by you that made this move more complicated than we anticipated.

You hired us to pick up your items on the 11/30/2013 , which was completed on this day. Afterwards, you requested for us to return to pick up additional items from a storage facility that you authorized us to enter, load, and add to the original inventory that we loaded on the 12/12/2013 At this point we agreed to a great deal because you informed us that you were really in need of shipping this additional inventory.

We have a sequence of emails that we have saved discussing all of the lucrative information that entails everything that you requested throughout the duration of this move. Consequently, your requests resulted in an increase bill and many delays in your delivery. (Attached is a breakdown of your invoice)

We are not willing to agree to the original estimated price because the difference in the inventory is astronomical. The original inventory did not include the additional 300 cuft that we needed to load as a 2nd pick up requested by you.

Lastly, there were complications with delivery as well. We both had an agreement of when your items were approximately scheduled for delivery. You did not make us aware that you did not have the remaining balance until the day our driver called you to inform you that we were in the vicinity of your destination. This is problematic because you were notified prior to the truck leaving the warehouse that your goods were in route. Consequently, if we are not able to successfully deliver your items then we secure your items in a commercial facility until you pay the balance in full.

On what basis are you requesting a refund? If it is based on the additional cubic feet that you requested to be loaded in addition to the 1st pick up, this is illogical. If you are requesting us to reimburse on the bases of fraudulent practice then you are required to inform us the terms that we did not adhere to. We are more than willing to give you a thorough explanation of this ordeal in its entirety via phone. We are also more than willing to provide you with the chain of emails and signed documents as evidence for your review.

[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Review: I have three speciffic complaints against Liberty Relocation.

1) Tardiness: Liberty Relocations was supposed to pick-up my household items to be moved between the window of July 9th - July 10th. They did not arrive until Noon on July 11th. When they arrived, they required additional money than what the broker's quote from [redacted] listed. Prior to Liberty Relocations ever arriving, I scheduled delivery of my items to occur between the window of July 14th - 15th. Actual delivery did occur until July 27th.

2) Missing Items: According to the checklist itemized by Liberty Relocation and approved by myself, item #49 was missing during delivery. This item was listed as a "li'l compressor". The item is an [redacted] Power Jet compressor (brand new) valued at $450. What has me even more concerned is that I did receive item #38, but there were specific items missing from the box. I was missing six [redacted] games valued at $60 each, an [redacted] 160gb Classic Black valued at $250, and a pair of [redacted] headphones valued at $150.

3) Damage: I received my tv cabinet with deep scratches along the top and chunks of the corners missing.

Responsiveness from the company has been very poor with the continuous "we'll call you back" line, which never ends in a call back.Desired Settlement: If item #48 the [redacted] Power Jet compressor is still at their warehouse and was just missing from the delivery vehicle, I would like that packaged and sent via [redacted] or [redacted] to me immediately in it's original condition.

I am also seeking $600 to replace the valuables that I believe were stolen from item #38. I believe that is a fair assessment regarding the depreciation of the items. It will cost me a minimum of $400 to replace the [redacted] and headphones.

I also am seeking a discount for poor services provided. With the verbal agreement that the delivery date was to be between July 14th & 15th and not receiving my valuables until July 27th, I had to spend 2 weeks sleeping on the floor and with no belongings, costing a great deal in additional food costs and loss in time that I was able to work, because I work at home and my computer was among the items not delivered.

If the compressor is unable to be delivered, I am seeking a settlement value of $1,500.

Business

Response:

Business' Initial Response /* (1000, 7, 2013/08/14) */

First and foremost we apologize for any inconvenience that may have been caused during the duration of your shipment. We understand the value of not only your furniture, but your time as well.

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

1) Tardiness: Liberty Relocations was supposed to pick-up my household items to be moved between the windows of July 9th - July 10th. They did not arrive until Noon on July 11th. When they arrived, they required additional money than what the broker's quote from [redacted] listed. Prior to Liberty Relocations ever arriving, I scheduled delivery of my items to occur between the windows of July 14th - 15th. Actual delivery did occur until July 27th.

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".

2) Missing Items: According to the checklist itemized by Liberty Relocation and approved by myself, item #49 was missing during delivery. This item was listed as a "li'l compressor". The item is an [redacted] Power Jet compressor (brand new) valued at $450. What has me even more concerned is that I did receive item #38, but there were specific items missing from the box. I was missing six [redacted] games valued at $60 each, an [redacted] 160gb Classic Black valued at $250, and a pair of [redacted] headphones valued at $150.

Thank you for bringing this to our attention. First and foremost there is an investigation being conducted NOW in pursuit of locating these missing items. The moment we are able to locate these items; we will be sure to express mail them to your residence.

3) Damage: I received my tv cabinet with deep scratches along the top and chunks of the corners missing.

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. As for the missing items, you may still file a claim, even though we are in search of these items. We will still return them to you the moment we redeem them.

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 /* (3000, 9, 2013/08/15) */

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

Regarding point 2) Missing Items, the business directed me to a third party claim site in which it states that they are not an insurance company, do not guarantee any resolution, and may drop my claim at their discretion at any point. Calling directly to the business, Liberty Relocations, lead repeatedly to "we still have not received a response back from our dispatch and have not been able to retrieve your missing items" as of three weeks after delivery date. No settlement value was proposed for missing and/or damaged items.

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

The bottom of our Terms and Conditions reads the following:

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 contracts for. To file a claim or complaint call [redacted] at toll free (XXX) XXX-XXXX or visit their website at:

Every company is required by regulations to arrange a 3rd party Claims Department to settle any and all claims. You are required to contact our claims department to submit a claim to be compensated for any broken, damaged, and/or loss household goods. We are still in the process of locating your lost items. We will be sure to order our Customer Service to keep you informed. Thank you for your patience, standby.