• Report: #212820

Complaint Review: R & S Relocation And Storage

  • Submitted: Tue, September 26, 2006
  • Updated: Thu, October 05, 2006

  • Reported By:Omaha Nebraska
R & S Relocation And Storage
1401 N Central Expwy Suite 175 Richardson, Texas U.S.A.

R & S Relocation And Storage Moving Company Ripoff Richardson Texas

*Consumer Suggestion: Sharon, sorry! Let me clarify what I posted

*Consumer Suggestion: correction

*Consumer Suggestion: Sharon, it is a BOND, Not a Trust Fund.

*Consumer Suggestion: filing with the trust fund

*Consumer Suggestion: In response to Daniel's question

*Consumer Suggestion: Can I have a little more help

*Consumer Suggestion: Trust info

*Author of original report: What can I do with the trsut information?

*Consumer Suggestion: Trust fund

*Consumer Suggestion: A tip for those hiring a moving company. Always do this FIRST!

*Consumer Suggestion: R&S Relocation is a broker

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This is the letter that we sent and still no reply
Waiting for the insurance money.

Dear Megan,
I would like to express to you my family's disappointment with Relocation and Storage. In the beginning when the moved was booked with Paul Spacek in Sales everything seemed to be going well. I spent about an hour on the phone with Paul describing everything in the apartment in detail. My move dates were scheduled for Wednesday March 29, 2006 or Thursday March 30, 2006. I told Paul that my husband and I were flying out early on March 31, 2006 and the move could not take place later than Thursday the 30th. I was told by Paul that this wasn't a problem and that I would definitely get my belongings in 4-6 days. Paul also told me that I would receive a phone call on Monday March 27th, 2006 to tell me what day, Wednesday or Thursday, the move would take place. On Monday March 27, 2006 I did not receive this call. I emailed Paul and he replied that someone from dispatch would call me. No one did. My husband contacted dispatch on Tuesday March 28, 2006 and was told that the pick up would be on March 30th. The following morning Chad from Dispatch called to say that due to mechanical problems our belongings would not be picked up until Friday. My husband told Chad that we could not do this due to flying out on that day to relocate. Chad said that we had to find someone or at least get management to open the apartment. I told Chad that I was not comfortable with that solution. After calling many family members and friends without any luck I contacted Chad again. He told me that they would try to move our belongings our on the evening of Thursday March 30th but I needed to arrange a back up plan for Friday. Chad repeatedly stated that there was nothing he could do if the truck broke down. I reminded Chad of our contractual move dates and he stated that R & S was within their contractual rights. He lacked customer service throughout the whole process. Later Wednesday evening Chad called to say the move would definitely take place on Friday. We still did not have someone to supervise this. Chad again told me to find someone. I asked for specific move times for Friday and he wouldn't give me any. Chad was leaving for the day and stated that he would forward the calls to his cell phone if we needed anything. We finally were able to get my aunt to take a day off work to supervise the move. Also, my husband had taken Wednesday and Thursday off for the move. Now my family has missed three days of work and income. I then phoned Chad to tell him that we needed a time and the calls went straight to R & S voicemail. This told me that he did not forward the phone calls. I called back twice more and got R & S voicemails. We left messages for Chad to call us. The next day (3/30) we left another message for Chad stating that we found someone but needed a time. Chad called back around 11am and stated that he would let us know the time. At 2pm Los Angeles time my husband called Chad again. Chad stated that he would let us know the time within the hour. He didn't call us back for 3 hours. We left numerous messages. Finally at about 5pm Los Angeles time Chad stated that the driver will be there Friday at 5pm and take 3-4 hours. We heard from Mark the driver that he would be there between 3-5pm. Well, Friday Mark arrived by 3pm and spent 6 hours loading the furniture and boxes with one other person. It didn't all fit in the truck. He left at 9pm with items still left in the apartment. It is unacceptable that there wasn't space in the truck and there was not a back up plan. Now since things were left in the apartment and it was April 1st, we have to pay an extra days rent due to the poor planning by R & S. It never should have happened like this. If the move would have taken place on the arranged days it would have saved my family hundred of dollars. On Saturday, you assured me Mark would move my belongings and call me when he was finished. He did not. I called him at 4:30pm Los Angeles time and he stated it was over awhile ago. Then we heard nothing from R & S. On Monday I left 4 messages- 2 with dispatch, 1 with customer service and 1 with Paul. No one returned my phone calls. On Tuesday at 11am Omaha time I called again. I spoke with Chad and was given a tentative arrival day of 4/8-4/10. This is 7-9 days after my belongings have been moved from the apartment and 11-13 days after my original move date. I told Chad that Paul told me it would arrive in 4-6 days. He stated that the sales people really don't know. It never should have been said to me then. Then we were told on Monday morning at 9am by Carnet the driver that he was leaving Denver and would be here between 4-5pm. Again, my husband left work early. So, at 5pm there are still no sign of the driver. My husband called him and he stated that he was just leaving Denver now and would arrive at midnight to unload the stuff. He said he was caught up for 3 hours by the Department of Transportation. That should make him 3 hours late- not 7 hours. I was also told that our stuff weighed more and we owe $800 more than the original estimation by Paul. This is ridiculous. That estimate is not even close then. I am a very honest person and literally told Paul everything. He should have been at least somewhat close to the estimate. Almost $1000 over the estimate is unacceptable. Also, the fact that the driver wanted to unload our things at midnight seemed odd to me. We told them no, come at 7am the next morning. All agreed that they would be here by 7am. Again, my husband had to take the day off of work. So, at 7 am there is no sign of the driver. At 7:15 we called him. He was in Lincoln, NE which is an hour away from Omaha. He did not arrive in Omaha until 8:15am. He unloaded our belongings. Overall, the unload went well and the driver had better customer service than anyone I have spoken to in your company. However, our computer desk and one book shelf are broken beyond repair. The computer desk is missing its whole top attachment as well as the leg is broken. As for the book shelf, the top was broken and it can no longer be used as well. Attached are before and after photos of both. Our bed was delivered with three of the four wheels for the bed frame. We spent $4.25 to replace the other wheel. Three of our 4 lamps were delivered without bulbs. We have not purchased the bulbs yet, but I imagine they will cost about $25. So, things did not go very well.

In conclusion, I have contacted the Better Business Bureau and was told to try to resolve our complaints with you directly before involving them. I would like to come to some sort of agreement and receive some monetary compensation in order to help ease the numerous things that went wrong with the move. This move ended up costing our family about $2000 more than expected with move expenses, broken items, missed days of work, and extra rent money for having things in the apartment in April. I understand that you could not control the truck breaking down that delayed our original pick up, but you can control your customer service by being polite, being honest and returning phone calls appropriately. I realize we are not your only customers (Chad also rudely pointed this out) but we deserve to be treated as more of a priority than we were. I hope we can resolve these issues and feel that our needs are appropriately met without filing a complaint with the Better Business Bureau and the US Department of Transportation

Daniel
Omaha, Nebraska
U.S.A.

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This report was posted on Ripoff Report on 09/26/2006 12:13 PM and is a permanent record located here: http://www.ripoffreport.com/r/R-S-Relocation-And-Storage/Richardson-Texas-75081/R-S-Relocation-And-Storage-Moving-Company-Ripoff-Richardson-Texas-212820. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 Consumer Suggestion

Sharon, sorry! Let me clarify what I posted

AUTHOR: Steve - (U.S.A.)

Sharon,

Sorry, I did not mean to appear snippy. Regarding the Trust Funds, they are no longer used, however there are still some in existance. When the MC system was the ICC system some people posted a trust fund as surety, however, they no longer allow that. Today, and broker must post a surety bond or cash in the amount of $10,000.

And, since the FMCSA governs both brokers and carriers, carriers can be self insured by posting collateral. However, we were discussing a broker. That is why the trust fund verbage is on the site.

Now, as far as FMCSA complaints go, they take them very seriously, as long as you submit it in writing and give them enough information to start an investigation. However, it is not a fast process, sometimes taking 6 months or more to hear anything.

I know from first hand experience how they work as I have caused investigations on 2 companies, both of which paid huge fines and were put into compliance. It took more than a year on both.

I also was an owner operator/partner and have dealt with them on many occasions. FYI. Every broker I have ever dealt with had a bond, as I requested a copy of operating authority and bond from every broker I have ever taken a load from, as it is normal proceedure in the industry.
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#2 Consumer Suggestion

correction

AUTHOR: Sharon - (U.S.A.)

Steve, I know I'm not a professional, but there's no need to get snippy about it. In my defense, the FMCSA's report on "Everett Bruce", MC527421, does list a TRUST FUND under Active Insurance, not a bond. But that is just semantics.

What do you suggest a victim of a scam mover does when the FMCSA will do nothing about the complaint other than add it to the database? They have their hands tied when it comes to complaints, they cannot enforce a thing.

Daniel, I hope you're able to get some resolution to this.
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#3 Consumer Suggestion

Sharon, it is a BOND, Not a Trust Fund.

AUTHOR: Steve - (U.S.A.)

Sharon,

When giving advice it is nice to give the proper information.

A trust fund is something you put money into for the benefit of someone else, such as a college fund for a minor.

A BOND is issued by an insurance company for purposes of Surety. If someone files on a bond, it is like filing against an insurance policy, but the only difference is the person who is bonded under that bond must re-imburse the bonding company.

ALL Frieght Brokers are required to have a SURETY BOND of no less than $10,000. Carriers are not required to be bonded, they have liability insurance for you to make a claim against, and is usually an "umbrella" policy of at least 1 Million Dollars as a minimum.

The FMCSA is the single point of contact for all motor carrier and broker complaints. That is where you start. Always.
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#4 Consumer Suggestion

filing with the trust fund

AUTHOR: Sharon - (U.S.A.)

Daniel, I don't know what to tell you about exactly how to file a claim with the trust fund. You shoudl call them, tell them you have damages that need to get reimbursed. Since the broker illegally moved you themselves (you have no proof that anything other than this happened), you have to file with ther trust find. Ask them what paperwork you need to be filling out, and can they send it to you. Have all of the paperwork you got from R&S handy when you call.

Good luck!
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#5 Consumer Suggestion

In response to Daniel's question

AUTHOR: Steve - (U.S.A.)

Daniel,

Go to the FMCSA site as I suggested. Pull the company snapshot and find out who BONDS that carrier/broker.

Now, contact the bonding company, and file your claim. You can usually initiate it over the phone, and they will send you documents to support your claim that you will have to fill out and sign and return. They need an original signature on all claims.

Also file complaints as I suggested. It works.

Good luck.
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#6 Consumer Suggestion

Can I have a little more help

AUTHOR: Daniel - (U.S.A.)

Thanks a lot for all your help so far, but i need a little bit more.

Can you be a little more specific on how to claim that losses?

I apreciate all your help so far.
Thanks
Bye!
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#7 Consumer Suggestion

Trust info

AUTHOR: Sharon - (U.S.A.)

As Steve said above, you can file your claim for damages against that trust fund.
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#8 Author of original report

What can I do with the trsut information?

AUTHOR: Daniel - (U.S.A.)

Sharon, what can i do with that trust information that you gave me?
Please let me know.
Thanks.
bye!
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#9 Consumer Suggestion

Trust fund

AUTHOR: Sharon - (U.S.A.)

Here is the holder of the trust fund for Everett Bruce (the legal name for R&S Relocation & Storage, the owner is Daniel Everett Bruce)

PACIFIC FINANCIAL ASSOCIATION, INC.

Attn: J. PENNY LARSON, PRESIDENT
Address: 12707 HIGH BLUFF DR. ST. 220
SAN DIEGO, CA US 92130
Telephone: (800) 595 - 2615
Fax: (623) 209 - 2610
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#10 Consumer Suggestion

A tip for those hiring a moving company. Always do this FIRST!

AUTHOR: Steve - (U.S.A.)

Daniel,

It does appear that the person you dealt with is a broker. Every broker has a bond, althouth it is probably the minimum required by law of only $10k. You can get the bond and licensing info from the FMCSA website [www.fmcsa.dot.gov]. File on that bond immediately for your losses.

Now, for ANYONE hiring a moving company or any trucking company for that matter. The very first thing you want to do is request a copy of thier operating authority and certificate of insurance.

This will clearly identify whether they are brokers or actual carriers. Most brokers are OK, but there are bad apples in every bunch.

The biggest problem is those who operate with no authority or insurance. The reason the driver in this case wanted to unload at midnight is because he doesnt get paid for the overnight. It costs him money, as he only gets paid by the load. HHG usually pay flat rate based on weight, rather than by the mile or the hour.

This is not an unusual request, and if they object, it is because they have something to hide, or it means they are not a company with proper legal authority to operate. You can go to the website above and click on "carrier snapshot" and get the safety rating, insurance info, etc. on them immediately BEFORE signing any contracts or giving them any money.

I hope this info is helpful.
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#11 Consumer Suggestion

R&S Relocation is a broker

AUTHOR: Sharon - (U.S.A.)

Daniel, did you notice any markings on the truck at all, or did your salesman ever talk about the mover R&S was going to hire for you? Or did he talk about "OUR truck" and "when WE get there"? I ask because R&S Relocation is licensed only to be a broker, and not drive trucks. If they led you to beleive that THEY were the movers, or if they actually DID perform the move themselves and not hire another company for you, they broke all sorts of federal laws. Please contact the Department of Transpotation, and the Texas DOT.

R&S is actually a set of companies, with R&S beign the broker, and these names as the movers. R&S hires themselves. But unless you have paperwork with another mover's anme on it, your contract and move were performed by R&S, which as you see above, presents numerous problems.
AAA careful Movers & Storage
All Cities Movers
American World Vanlines
FC Moving & Storage
Relocation and Storage, Inc.
United States Van Lines of Texas

I doubt you will be getting your insurance payment, since R&S is not insured to carry belongings. Even if they were, you would have had to purchase additional insurance to get real insurance coverage. "Basic Valuation", the default coverage of movers, reimburses you at 60 cents per pound of weight of the broken item, not the actual value.
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