Roll's Moving and Storage

Review: I hired Roll's moving to transport all of my belongings from [redacted], MD to [redacted], DE. The total I was told I will pay in cash after the delivery of services would be $480.00. On Roll's moving website they advertised their company as honest and with no hidden fees and charges. I confirmed with them upon arrival that my total charge would be $480.00. I even went to my bank and withdrew the money from my account since they said I needed to pay in cash. After arriving to Delaware with my belongings they decided to charge me a little over $717.00. When I tried to talk to them about our previous agreement, the driver got angry and took all of my belongings with him. All of this happened on May 23, 2013. The next morning when I called to asked if they were going to return my belongings, they told me I will now have to pay $1500.00. I decided to contact the business bureau with hopes that I can get help with getting my properties back. Thank you.Desired Settlement: To get my belongings back. I have everything single belonging of mine with Rolls moving company, including documents and papers, school books, furniture, food, clothes, shoes, and other households items.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: The moving company damaged my furniture while providing services.Desired Settlement: Replacement of furniture that was damaged.

Review: I utilized Roll's Moving and Storage to move a third floor, one bed room apartment 675 sq. ft in size on 9/14/2015. The apartment community I resided in has no elevators. Because I understood that this would require a bit more effort, when I received the estimate I called to verify that all the details were known and were considered for the estimate. I called the number and I discussed these things on the phone with the representative named Dmitry prior to signing the agreement. I also expressed that the apartment I would be moving into has specific elevator reservation times and that I had a concern about the scheduling of my move and having to pay in case we arrived early but were unable to begin moving. Dmitry assured me that the estimate with the given information was correct. He also assured me that down time between my move and using the elevator in my new apartment, would not be charged. After reassurances I signed the agreement and submitted my deposit.

The following things occurred during my move:

1. I was told that idle time would, in fact be charged when I spoke with the lead mover. I was able to use the elevator early but the movers told me that I would be charged for the time even though I stated that the representative told me that I would not be.

2. I signed a materials waiver for if the movers had to pack or wrap anything. I signed it knowing that I had my own materials if anything need to be wrapped, including the plastic wrap for the queen sized mattress box spring and picture boxes for a television. I had two male family members present who could do these things if it was noted. These things were not noted. The movers wrapped my box spring in plastic wrap and my 30 inch television with pieces of cardboard and tape that they brought. I was charged $95 for these services and materials which I had on premises to use.

3. I hired three movers but one remained on the truck the entire time and another did not do much. There was also only one person moving things out of my apartment at a time. Several times during my move I observed two movers idling near the truck and not assisting in the move. I understand they had a system of one bringing things to the first landing and the second bringing things from the second landing to the ground floor. However, there were many times where there was one mover working and the others were doing nothing. Also, there were not many boxes to be moved, I spent the entirety of the previous day moving the majority of my boxes and valuables. All the movers had to move were 8 wardrobe boxes, furniture (the amount you fit in a 675 sq. ft apartment) and some small and medium boxes. No large boxes that required two people were required to be moved.

4. My new unit is seven miles from the old unit ([redacted] on [redacted] to [redacted] District in Virginia) . It took the movers over an hour to travel these miles at a time when traffic was low (before noon). When the finally arrived I observed them eating food from a fast food restaurant which I assume they stopped to get. I was charged for this time.

5. My total cost from a $432 estimate was over $700. This, I find to be excessive based on the estimate and reassurances the representative gave me based on knowledge I provided.

6. My credit card and identity were not safe guarded by this business. Ten days later someone attempted to charge approximately $1000 on my credit card in the [redacted] area. Being that the only authorized transaction on the card was from the moving company I find that if an employee was not directly responsible for the unauthorized charges, my information was not protected to safe guard against compromise and that information was able to be taken and used in a fraudulent manner. Documentation can be provided.Desired Settlement: I desire a partial refund of my services: The $95 that I was charged for material and labor which I could have done myself. 30% of the final price because one of the movers did not do their service ($224). 50% of the transportation charge ($50) because I believe that the time was purposely stretched out. And finally, the gratuity I paid the movers ($120 @ $40/per person) on my credit card

Review: We used Roll's Moving in October for a move from [redacted] to [redacted]. The move went ok, with only 1 dresser and a small trunk being damaged. When it came time to pay I was informed that there would be a 3% charge for using my cc. Since I was already paying what I considered to be a large amount for the move I did not want to pay the extra charge. I went and obtained cash and was told my deposit would be refunded since I paid in cash $850. We moved on 10/8 and on 10/23 after I called to inquire about my deposit not being refunded yet I posted a review on Yelp!. On 10/31 my deposit posted to my account and I received a phone call from [redacted] making sure my deposit posted and asking me to take down my review. After a very lengthy conversation I agreed to edit my review, I did this but it did not save. I was unaware that it did not save because I did not go back to check again. Then the phone calls started from [redacted] again. He called my numerous times asking why I hadn't changed my review which I found very annoying. At this point I did not recheck I just assumed he was not happy with the way I edited my previous post. Then on 11/20 he called me yet again at which time I told him I did not have time to talk to him and hung up. An hour after he called me about not changing the review I started receiving phone calls about a car for sale listed on Craigslist.org with my name and cell phone number...coincidence? I think not. After I received no less than 30 calls I had the advertisement removed. That was yesterday. This morning I woke up to a pending transaction for $99 from the same company. I had my husband call [redacted] to find out if it was a mistake and he admitted that he was charging us again and it was not a mistake. Last time I checked it is not a crime to speak my mind but it is one to steal money from someone's bank account.Desired Settlement: I want my money refunded....all of it! The money for the deposit and the money for the move for having to deal with all of this harassment and the issues that come with having to cancel my credit card.

Review: This company moved me on 8/30. During the move they broke one of the legs on a chair to my $1,000 dinette set. The mover said he would take the leg, repair it and return it. After two weeks I attempted to contact three times. No return call received. I contacted the owner multiple times who informed me the gentleman who took the chair leg was working on it and would call me. Again no return calls. I called the owner again and was informed they lost the chair leg. No attempt to repair the leg, or reimburse me for damages has been made. I am completely dissatisfied with this company's failure to fix this situation and act as though I'm burdening them. They should have never taken the chair leg from me.Desired Settlement: Repair or reimbursement. This table set has been discontinued. I should not have to buy a new set due to their negligence and poor customer service. I would like them to fix the chair or reimburse me for the cost of a new dinette set.

Review: Before our move to Virginia Beach we approached several moving companies for estimates. [redacted] of Rolls Moving Company came to our house to give us an estimate. He said that if we paid cash he would give us a better price. We have a written contract stating that it would cost $3000.00, and for it "not to exceed". Well, come moving day the truck that they sent didn't fit all of our items. When I called [redacted] to explain this to him he said that we had too many boxes & chairs. When I said to him that he simply needed to send a bigger truck, he told me that it would cost us more money. We got the old "bait & switch". To top it off, about 15% of our items were damaged and/or broken. Upon contacting the company to find out how we would move forward with processing an insurance claim, [redacted] answered the phone & said that he didn't think we had a claim but if we thought that we did then we could contact their insurance. When we asked for the insurance information he practically refused to give us the name (there were no forms or information on the website). After much debate he gave us the name of his insurance company. We are now in the process of researching the insurance company & trying to get a claim processed.

Lesson learned-if it sounds too good to be true, it is!Desired Settlement: For us to file a claim under their insurance & get the money we need to repair/replace all of the broken/damaged items.

Review: On their website, they advertise no hidden fees, and no overtime. I received an online quote of $376 for three guys and a truck for 3 hours. The next day, I received a phone call from the owner, a man named [redacted] (I later found out that was not his name) who told me that I needed to pay a $99 deposit to hold the three hour window I needed, and I would be expected to pay $276 after the move. The truck and 3 seemingly very nice young men ([redacted], and [redacted]) arrived 15 min early. They worked very fast during the first 1 1/2 hours, then two of them disappeared for 30 min and one sat down and waited for them to come back and finish moving. [redacted], who sat for 30 minutes straight. They FINALLY finish loading my things and we drive less than a half mile to my new apartment home, and they unload a few boxes. Then, [redacted] brings me the bill of $607 and tells me that I was charged for the drive from their shop to my apartment, then to the new place, then also for the trip back to their shop! Plus, he charged me for wrapping, I was never told about it and never asked them to wrap anything, which left tape marks on my antique furniture. I was told that if I didn't pay the $607 bill, he would instruct his movers to stop unloading and take the rest of my belongings (which still included all of my furniture) to a storage facility and I would be charged for the trip and a storage rental fee. The guys warned me not to argue with their boss, because when customers do that, he ends up charging them more, and then I would never get my stuff. "He's an [redacted], and a crook," they kept saying. One mover dropped and broke my $300 sound bar, so I called "[redacted]" back and he told me that it wasn't his responsibility. I had to give these kids $500 in cash, on top of my $99 deposit, in order to get my things that were being held hostage. It was a good cop/bad cop game. Later, I discovered that my antique and crystal dishes were broken. They charged my card again two days later!? It cost $700 out of pocket, totalDesired Settlement: I want to be reimbursed for ALL of the items they damaged as well as the $322 that I was overcharged for the move.

Review: I was forced to sign agreement for cost of services, before the movers would release my furniture. They sent unqualified workers to provide a service. They damaged items that they moved, and refused to make a financial adjustment. They were late because they went to the wrong house first. They dropped and damaged my furniture and the house I moved from. The weak guy hurt his finger, so the other guy was left to do all the heavy lifting. They were angry with each other and taking it out on my furniture. It got so bad that I had to carry my own stuff to keep it from being damaged and because the one guy couldn't handle the weight. When the owner finally arrived to help his man unload, he held my stuff on the truck until I was forced to sign damage release forms and pay for more hours then it took to finish the job, before he would take my stuff off the truck. Over three quarters of my furniture never got moving blankets put around them. I was over charged for a very poor hourly service. Owner of the company told me he would not refund the difference.Desired Settlement: I would like the hour over payment to be credited back to my account, and compensation for the damages that was done and my time helping move my stuff.

Review: We were given an estimate of the moving charge and were told that if we go over the allocated 8 hrs, then we will have to pay $140 each addition hour over. Once on the ground and the allocated 8 hr was approaching, the mover stated there will be an additional $70 to the $140 additional HR fee per hour. Roll's Moving Company did not disclose this hidden fee doing the estimated contract and time of pick-up. In addition, their website states there are no hidden fees. I had to pay an addition $280 for the hidden $70 fee. Also, we were told that we can pay using a credit card and when they arrived (after 5PM) at my house to unload the manager ([redacted]) told them that we had to pay in cash (over $2000) knowing that our bank was closed to withdraw that amount, and it was agreed that can pay using a credit card.Desired Settlement: Refund in cash for the hidden fee that was not disclosed.