Preferred Relocation, Inc.

Review: Complaint about Movers

Narrative by Complainant

In or about August 2014 my son and daughter in law, hereinafter T & C began searching for a means to move their household goods in early Oct 2014 from [redacted], [redacted]. They got prices from moving companies, POD companies and rental truck companies. Even though the binding estimate (1st Est - $2,052.47; 2nd est. $2,460.68) from Preferred Relocation, Inc. was a few hundred dollars more than some other means they decided to go with Preferred because of the convenience of a moving company which would reduce the hassle by doing loading and unloading, and set up of certain large items, and because Preferred’s supposed A+ Revdex.com rating.

They were also very concerned about the date the goods would be available at the destination in TX. They told Preferred reps that their goods needed to arrive on Oct 11th or 12th (Sat or Sun). They were assured by [redacted] that Preferred could and would make this happen. This were very important because my son would be in training out of state until a few days before the actual move to TX and would need to start his job right away. Other challenges my son and daughter faced were the facts that they have two small children ages 4 and 9 months and my daughter in law’s mother (with whom she was living) was under-going a series major and life threatening surgeries. They were comforted by the fact that they would be personally assigned a “Specialized Moving Coordinator” that would ensure this move happened smoothly and on-time. They were assured repeatedly by [redacted], their “Specialized Moving Coordinator” that their goods would be delivered, according to plan, on the weekend of Oct 11th and 12th. The pick-up date was scheduled for Sept 26, 2014.

During the run-up to the move my son asked (Preferred did not volunteer this info) if Preferred actually moved the goods or if another company did that. [redacted] told him that Preferred uses a number of “others” but did not volunteer the names nor did T ask further relying on the fact that Preferred was a quality company evidenced by the A+ rating.

The problems began when C began receiving messages that the company picking up the goods would not do it as planned. In total they cancelled 3 times, finally picking up the items on October 2, 2014 and even then were late which caused C

to have to leave the storage facility where the goods were stored in order to care for her children prior to the completion of the loading.

After the goods were completely loaded, the Movers, now identified as West Coast Movers, Inc., asked C to sign a revised estimate for $4,478 or $2,017.32 or 82% above their other binding estimate. West Coast claimed that T and C had an additional 20 plastic totes and 30 misc. pieces of furniture more than the last binding estimate with Preferred. None of this was discussed with C prior to loading and T and C were not aware that the mover is required to provide the revised estimate prior to any work beginning. This wasn’t learned until much later. Though stunned and in disbelief and wondering how they would pay for it C signed the revised estimate not knowing what else she could do. The goods had to be moved and the goods needed to be in TX on the 11th or 12th.

At this point, after having a conversation with T and C, I decided to help. I tried contacting the owner of Preferred, [redacted] and was referred to [redacted] of Customer Service. [redacted] told me that she was fully aware of the situation and she had personally reviewed video of T and C’s goods and confirmed the additional goods, especially plastic totes. I think I mistakenly told her that West Coast claimed an additional 30 plastic totes (The documents show 20 plastic totes but I did not have the benefit of the documents at that time). [redacted] claimed that she counted the totes on a video of the goods being unloaded in Las Vegas, NV and determined that there were, in fact, 30 additional totes not included in the original binding estimate. I told her that T and C did not believe they were off by that much and if they are correct this must “made right” and that we would be able to make that determination when the truck was unloaded. [redacted] claimed she had told T and C that she would discount the move by a total of $600 for all the missed dates and delays, which was still $1,200 more expensive than the only binding estimate provided prior to loading the goods.

I also spoke on several occasions with [redacted], (###-###-####) the President of Preferred but he would always have [redacted], General Manager respond and follow-up. This is strange because the phone number for [redacted] and [redacted] of Customer Service (###-###-####), comes back to West Coast Movers, not Preferred Relocation, Inc. [redacted] claims that she works for both Preferred and West Coast.

The bottom line is after dozens of phone calls, and emails T and C’s goods were delivered on October 20, 2014 or 8 days later than promised. This failure caused T and C additional expenses of approximately $400 in lodging, food and other costs and about a week of sleeping on the floor with two young children in an empty house because they could not afford to continue to pay for other lodging. Upon delivery of the goods on October 20, 2014 [redacted] accepted payment of a total of $3,000 which she claimed was down from $4,278, although as explained elsewhere was almost $600 (22%) more than the last binding estimate prior to any moving activity and did not account for the $400 of additional expenses T and C incurred as a result of Preferred’s failures. However in return for this “discount” and in order for C to receive their household goods [redacted] required that C sign a statement to not complain about the incredibly poor service provided. Texas authorities have since told me that such required statements are not lawful or binding. Please also note that none of the large items were set up as promised because those items were already disassembled prior to loading.

Misrepresentations/Omissions/Violations/Bad Business Practices

The following is a partial list of false and fraudulent representations/omissions, violations of federal rules or bad business practices by Preferred Relocation, Inc. (US DOT # [redacted]; MC # [redacted]) and/or West Coast Movers, Inc. (US DOT # [redacted]; MC # 728073) T and C are hereinafter referred to as “shippers”.

1) Did not provide shippers a copy of publication “Rights and Responsibilities When You Move”;

2) No visual estimate provided and no written waiver of such visual estimate was obtained;

3) Cancelled scheduled pick-up three times and was late when finally picking up goods; Scheduled pick-up was originally September 26, 2014, actual pick-up date was October 2, 2014;

4) Final Binding Estimate for entire move prior to loading was $2,460.68 (Sept. 3, 2014) but before delivering goods to shippers at destination in TX the movers required payment of $3,000 total (22% increase). **West Coast required shipper to sign a “Revised Written Estimate” of $4,478.00 after goods were loaded onto truck. Per Federal Regulation 49 CFR 375.403 (i) “You may not amend the estimate after loading the shipment”. Neither moving company ever provided evidence of additional cubic feet used, only additional items. Movers claimed there were extra items including 20 extra plastic totes which proved to be false. Upon unloading there were only 4 extra totes, although [redacted] of West Coast claimed that costs were not based on items or weight but only cubic feet used. No evidence of additional cubic feet used was ever provided. The West Coast inventory also only lists only 4 extra totes, although see notes below under item number 5;

5) The inventory of items loaded by West Coast has no credibility. For instance, on the Final Binding Estimate on Sept. 3 for $2,460.68 shippers declared they were moving a crib and two beds. These 3 pieces of furniture appear on the inventory as 11 separate items as they are listed in pieces such as headboard, mattress, sides, etc.;

6) Preferred Relocation displayed very prominently on their website they are A+ rated by the Revdex.com but the company that actually picked up the goods and transported them was West Coast Movers, Inc., a Revdex.com C- rated company. Preferred did not disclose this information to shippers. Preferred’s Revdex.com rating has since been changed (Sometime prior to November 19, 2014) by the Revdex.com to “Not Rated” but as of December 1, 2014 Preferred Relocation still advertises on their website that they are “A+” rated;

7) The promised personally assigned “Specialized Moving Coordinator” all but disappeared once the goods were loaded and communication virtually ceased. Multiple calls/emails were often required to get any kind of response from anyone at Preferred or West Coast;

8) Contrary to many promises the household goods were not delivered on October 11th or 12th as promised but on October 20th. No claim or evidence of “force majeure” or events beyond mover’s control was ever made as required in federal regulations per the publication “Rights and Responsibilities When You Move”.Desired Settlement: Refund of $939.32

Business

Response:

WITH OUR APOLOGIES FOR ANY INCONVENIENCES DURING THE MOVING PROCESS, TO CUSTOMER SATISFACTION, A CHECK FOR THE DISPUTED AMOUNT WAS MAILED OUT ON 12/2/2014

Consumer

Response:

I am rejecting this response because: They sent a release form for my son to complete and indicated they will send the check after they receive the completed form. Since he did not send it back to them yesterday I am skeptical that they actually sent the check. Once the check has been received by my son and has cleared the bank we will accept their response. Thanks to the Revdex.com for your prompt action!

[redacted]....a couple of sm ripping people off, not answering the phone blocked calls by the secretary, will not give straight answers, know absolutely nothing about moving equipment, they want you to to be responsible for moving equipment into their "truck"....yea and they are the moving outfit......'preferred'....not quit sure what that means!! Will not even show up at the site. Do not under any circumstances hire theses goof [redacted].....CROOKS!

Review: PREFERRED RELOCATION WAS CONTRACTED TO MOVE FURNITURE FROM NORFOLK TO PHOENIX ON FRIDAY, JUNE 20TH, 2014. ON SATURDAY, JUNE 21, [redacted] FROM PREFERRED RELOCATION CALLED AND ADVISED THAT THEY WOULD NOT BE ABLE TO COMPLETE THE SCHEDULED MOVE. THIS HAS CREATED A SERIOUS SITUATION TO RESCHEDULE WITH ANOTHER COMPANY TO MEET MOVING DATES AND WORK COMMITMENTS IN THE NEW LOCATION. WE HAVE INCURRED ADDITIONAL EXPENSES TO SCHEDULE ANOTHER MOVER. PREFERRED RELOCATION REFUNDED DEPOSIT ON JUNE 21.Desired Settlement: PREFERRED RELOCATION SHOULD COMPLETE THE CONTRACTED SERVICES OR COVER THE ADDITIONAL COST (APPROX. $1000) THAT HAS BEEN INCURRED DUE TO THEIR NON-PERFORMANCE.

Business

Response:

Shipper had an estimate from Preferred Relocation to pick up the shipment in the time frame provided to the customer 6/20-24. The truck that was suppose to pick up on Sunday 6/22 had a move in Atlanta GA. on Sat. 6/21. We were supposed to have more than enough room but the shipment from GA. came 3 times bigger than estimated and basically filled out the truck completely. We are very sorry we had to put the customer in this situation but we couldn't find any other available truck to do the move since we are not located in VA. The moment we found out we can't perform the move I called the customer to apologize and refunded her down payment immediately. We strongly regret of the situation happened and will consider compensation to the customer.

Review: We were quoted of a price of $1308 from the company on 5/16/14. Ou r goods were picked up on 6/19/14 (the movers came 12 hrs. late and were at the home until 2am) at that time we pair $1,150. We were told we had a free month of storage and once we called our good would be delivered within a week. We called 8/12/14 to have goods delivered. Was told we would have them in 2 weeks. On 8/28 we had not received goods or a call back. We called once again and was told 7-10 days. Called 8/7/14 and left a ms as we still hadn't received goods or a call back. We received a call from the drive stating he would be at our home on 8/17/14 @7th and we were to have $1714.20 in cash at the time of delivery. This is in addition to the $1150 already paid...1556.20 over estimated price. We called customer service and spoke with rep [redacted] who said he could not explain reason for additional cost and we would have to work it out with the driver on date of delivery.

.Desired Settlement: This company was a month late delivering our goods and they tell us two days before they want to drop our things off that we need to have $1714 in cash which is $1556 over what we were quoted.

Business

Response:

customer was called and informed about delivery time and charges for services.compensation was offered and accepted for delivery delays

Consumer

Response:

I am rejecting this response because: The Compensation they speak of was $100 off the balance due on date of delivery which was almost $2000 over the original quote. Again, we were told we had to pay that escalated balance if we wanted our goods unloaded. In reference to the company's claim of being "reimbursed for damaged items," we have only two damaged items the rest are just missing (side table, desk, son's bike, son's bed frame, television, computer screen...) . And there are some items that are irreplaceable (ie: boxes of jewelry, photo albums and clothing). Furthermore, we informed the company of the missing items in the beginning of September. Their response was they would look in the warehouse for the items and call us back once they were found. We never heard back from them, even after several followup calls. It was not until today we were informed that the warehouse was empty and the company finally admitted to losing our items. We were given a number to call and file a claim with another agency. This agency stated we needed to have receipts of items to get full compensation. This is impossible as some items have no monetary value and others we do not have receipts for. We were also told by the company the case can take 70 to 90 days to be resolved. We waited for a month for our items to be delivered, we waited for a month to receive a response from Preferred Relocation regarding our missing items and now we may have to wait almost 3 months to find out if we will even be compensated for the items they lost...yet they were still paid in full for their horrible service. This is not best business practice by any definition.

Business

Response:

we are really sorry for the trouble created during the moving process .we are still working on locating the missing items from the shipment ,will call customer with updates as soon as we locate the goods.in the unfortunate event that items will not be found will process the claim beyond the advice from the claim department to customer satisfaction.we ask customer for more patience and understanding.responding complains will just take from the time we dedicate retrieving the lost items.sincerely Preferred

Review: My items were never delivered as promised. I received and email stating they have my nightstands at their warehouse however, they stopped responding to my calls and emails. My additional items were severely damaged that did arrive . My solid wood cabinet NEVER arrived and was lost or supposedly still at the warehouse. I was advised by the manager [redacted] out of the Pittsburgh PA office to get an estimate and the items would be repaired to like new or better condition. I sent the invoice for the repairs and all communication stopped. This has been ongoing since April of 2013.Desired Settlement: I would like my nightstands delivered as promised as wells as my black cabinet. I would also like my items to be repaired as agreed to like new condition.

Business

Response:

In response to Ms. [redacted] complaint:

1)

Ms. [redacted] originally signed up for moving relocation

services with Preferred Relocation but signed the authorization forms to

transfer authority designating Enterprise Relocation as the provider for moving

services. Therefore, the matter concerning damages or

otherwise must be addressed directly with Enterprise Relocation.

2)

On June 20th, 2013 – Ms. [redacted] went through her

credit card provider for a refund for both her deposit and pickup fee paid for

through Enterprise Relocation – the appropriate party who provisioned the

move.

3)

Moreover, Ms. [redacted] did not elect the option for full

replacement value coverage pertaining to the moving of her household

goods. Therefore, she was advised that

according to the Bill of Lading legally she would only be entitled to $.60 per

pound for the damaged and missing items.

She was offered a settlement of $150.00 which was greater than the price

per pound cost; however she declined.

4)

As an act of good will, we at Preferred Relocation did

attempt to mitigate the matter for Enterprise Relocation to repair the table,

recover the missing cabinet, and arrange for the delivery of 2 end tables but

due to the cost of the repair and the additional expense incurred outside of

that which she signed off on in the Bill of Lading, it become cost prohibitive

for us to resolve beyond the $150.00 settlement.

??
Wy

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I was in constant communication with the manager [redacted] who assured me the items would be repaired to "original or better condition". She entered into an agreement with me to have the items repaired and advised me to get the estimates and forward her the invoice for the repairs. Once I did so all communication from her ended. She assured me that this would be handled. All emails and acceptance of my calls stopped soon there after. I attempted to contact her numerous times and all attempts went unanswered. I have all email correspondence that occurred between us. She assured me in writing that my nightstand would be delivered to me at no additional costs however, 3 months passed and you are still in possession of my items. Per the advise of my credit card company I did file a dispute once [redacted] did not answer my emails and/or my calls. The service of which we entered into agreement was not fulfilled on the part of this company. Below is the email I received from [redacted] assuring me the items would be delivered. Further more, no settlement was offered except the email and phone conversation between [redacted] of I which she advised me to get the items repaired and forward her the invoices. There was not one mention of anything else.

As for Enterprise relocation, [redacted] advised me to deal strictly with her since I contracted with Preferred Relocation and she attempted to get in contact with the individuals who caused the damage and lost my items and they refused to respond. SHe also informed me that someone was fired as a result of the mismanagement of the move and loss of my items and she was in charge of resolving this issue.

RE: Follow Up Preferred Relocation and Enterprise RelocationInboxx[redacted]>Apr 9to me

Good Afternoon, [redacted]: We will pick up your 2 night tables and deliver them at no additional charge to you during our next scheduled moving service (pickup or delivery) in Upper State New York. We will also deliver them to you at no additional charge with our next shipment to California. In order to finalize the arrangements, please sign the Enterprise Relocation Deposit Authorization in the amount of $448.94 and the Pickup Authorization in the amount of $462.53. The next amount charged on your authorized credit card will only be $462.53. Your final charge due at the time of delivery must be paid in cash or money in the amount of $462.53. Please feel free to contact me on my direct phone line ###-###-#### or email [redacted] if you have any further questions or concerns. I am here to assist you.

Regards,

Business

Response:

Please advise Ms. [redacted] to contact again Enterprise Relocation for a settlement of claim for damages and missing items.

For the damages items they offered of $150 and they will deliver the 2 missing night stand which are in the warehouse.

Thank you

Review: I had an appointment for a pick up in [redacted] CA and Delivery in [redacted] NV on a Sunday (my only day off during the week) and only received a call on Sunday to tell me they'd pick up on Monday afternoon. Then on Monday morning the same call. Now I'm waiting for my stuff to be picked up Tuesday and delivered to me long distance out of state on Wednesday night. When I called Customer Service just to get some info and clarify the eta and other info- the Agent covered the phone and I COULD STILL HEAR HIM! He was cursing saying the he was" F*ing tired of this - Now the girlfriend is on the F*ing phone, and I already F8ing told the guy we were coming." F this, F that. Holy Cow! Appalled, I hung up - I was SO EXTREMLEY Offended. I couldn't believe that a Customer Service party would do something like this! I waited 3 hours for some one to contact me after leaving a message with my concern for the professionalism. If they are not picking up on time tomorrow I'm using a different company. Continued... Its now a whole week later and I still don't have my belongings. Pick up happened Tuesday afternoon and I was told delivery would be Saturday- I called off work to be available for delivery. I call on Saturday morning because I haven't received and status updates, and I'm told by customer service that my delivery is scheduled for Sunday. Yet I haven't received any calls saying so. Not to mentioned I was charged $600 extra once the truck was packed. Even after my estimate says I wouldn't pay more than the amount provided I still had to pay. And customer service never keeps their word when they say they will call you back THEY NEVER DO. It happened to me ALL week. And they never return my messages either. I still don't know when I will receive my belongings. .Desired Settlement: Refund for additional charges and Delivery ASAP (must be in afternoon as I work 7-4 Monday through Saturday)

Business

Response:

Ms. [redacted] Household Goods have been picked up and now delivered to her[redacted], NV location. Ms. [redacted] also signed the "Revised Estimate"showing why her price increased PRIOR to loading. She did in fact have more cubic feet than originally quoted which was explained by our foreman[redacted]. We have already provided her with a discount in the amount of $100.00, however would be willing to provide her with an additional$100.00 as a courtesy discount. She does not have to go through customer service to resolve this matter, she can call a manager directly at ###-###-####

Review: On May 23rd I contacted Preferred Relocation (PR) to get a quote. I was contacted by [redacted] of PR. At that time I was quoted for 3 months of storage included in the move costs. The move was to take place in July. I had been in contact with [redacted] for the move from then and have emails showing the contact was consistent during the pre-move process. I was also told that our things would be stored in the company's secured no public access facility (email). When I signed a contract on July 26th, 2014 to have our items delivered I was given no estimated moving date and I was no longer contacted or able to contact [redacted] from PR (aka [redacted]). Initially I was under the impression I was dealing with PR, but when they came to move our items the worker stated he was from [redacted] (a contract company). We moved to North Carolina at the end of July. I did not hear from anyone from the company until August 21st (estimate) stating they were ready to deliver our items. I told the driver that was impossible we had asked for our items to be stored for 3 months which would make it the end of October our delivery date. I called [redacted] and she said she would look into it. I never heard from her again. I have documentation (emails that went unanswered from August 29 and I didn't hear from their representative, [redacted] until my third email October 15th asking when our items would be delivered. Then no items and another unanswered email dated October 28th. On October 30th, [redacted] states she is forwarding my request and inquiry to dispatch. That is the last time I heard from her. I emailed and called. I have an emailed dated November 4th that was unanswered. I didn't hear back from [redacted] until 3 days ago when she happened to answer my call which was intended for the rep I was working with, [redacted]. PR hired a local mover who could not locate our items at the facility PR directed them to and they are now seeking payment from PR for their loss of time and wages.Desired Settlement: We desire our life long personal items that PR has not delivered according to the contract signed and entered into. PR has breached the contract and we are looking for resolution. We want our items.

Business

Response:

In regards to [redacted] complaint, we have apologized to Ms. [redacted] forbeing late on delivering her House Hold Goods several times and in additionher items were delivered on December 5, 2014.Sincerely,Preferred Relocation

Review: Preferred relocation was hired to move me from PA to NE. The original estimate was was about half of the final cost due to poor estimating. The movers showed up late, played pool in my basement and smoked in my garage.I had packed everything but the the furniture,which they packed. I was promised my car would be transported as well. After the truck was loaded and left I waited over 24 hours for the transport which never showed. I then had to rent a U-Haul trailer and move it myself. I was again promised I would receive a check for half of that cost. I'm still waiting. My voice mails to the contact go unanswered. My possessions were to arrive in 3 to 5 days-it took 8. The movers threw boxes off the truck even when marked fragile. I sent an estimate of the damage of my furniture to their insurance co. of $1685.00-they offered $75.00. None of the items I had packed my myself were damaged,. only the large furniture they had packed, most of which is antique with dowels and dovetails, several of which were broken. I have used 3 other moving companies in the past to move this same furniture across the country; I have never had any of it damaged. I would like my damages paid and the cost of the U-Haul trailer totaling $2335.00. I can begin to put a price on my mental anguish.Desired Settlement: I will only be satisfied with the total amount of $2335.00.

Reference # [redacted]

Business

Response:

Dear Mrs. [redacted], first of all, we apologize for the inconvenience, distress, and problems created by our failure. We take great care to ensure a positive, hassle-free moving experience for each of our clients, and we sincerely apologize for the complications during your move. As a licensed carrier of household goods, we are only legally authorized to transport household goods, and we are not licensed to transport vehicles. As a convenience to our customers, we are usually happy to recommend a 3rd party auto transport company to any of our clients that wish to hire our service to transport their household goods, but also require auto transport. In this particular case, the auto transport company that we referred to you for auto transport had a service failure for reasons beyond our control. Because of the auto transport company's inability to transport your vehicle within the requested timeframe, you were forced to rent a uhaul trailer. For this we sincerely apologize, as we realize the inconvenience and added stress this caused for your long distance journey. After conducting a careful investigation of your move, we have located a receipt for the Uhaul trailer that was faxed to our office, and we fully agree to compensate you for half of the cost of your Uhaul trailer. According to the receipt, your expense for the Uhaul trailer was $752.76, and in good faith we will be reimbursing you $376.38 in the form of a money order via mail. Our claims department is designated to handle any and all claims related to damages incurred during the move. The amount of the claim settlement is strictly based on the level of coverage that you elected out of the 3 options of coverage made available to you for your belongings during your interstate move. We apologize for any shortcomings on behalf of our team, and also for any shortcomings on behalf of the auto transport company. We hope that this is acceptable to you, and once again, we apologize for your less than stellar experience with our moving service. Please allow 7-14 calendar days for the reimbursement check to arrive at the address listed. Respectfully, management - Preferred Relocation

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me as far as the U-Haul cost is concerned. I do accept that none of my damages were covered. Please review my original complaint and provide me with an acceptable resolution.

Business

Response:

We apologize to Mrs [redacted] for any inconvenience. The agreed upon refund of $376.38 is available at any Western Union in Nebraska for immediate pick up. Please use MTCN tracking number [redacted] to pick up your refund at any time. Respectfully, management at Preferred Relocation

Great job.