Royal Moving overcharging, forgery, charging for services not provided, lying St. Louis Missouri
Run don't walk from these movers. They were supposed to move us on Monday and did not arrive until Wednesday afternoon and gave excuses why they were late. They did not deliver at our new home until Saturday. They left items at our home that were listed on the inventory stating that they did not have room on the truck. They were verbally abusive, threatened us and tried to hold our property hostage. Abid was very unprofessional in every way. He tried to make us sign an inventory list stating that we had all our property before the truck was unloaded when no inventory list was accurately done. We were overcharged for boxes and were not reimbursed for the boxes we packed or for the unused boxes they never packed. They scratched floors and walls and said that was normal when moving. The boxes they packed were not labeled, stating there was an extra charge for labeling. We did not trust them after they began lying and we questioned if they would ever deliver our property. They failed to properly secure breakable items. DO NOT USE ROYAL MOVERS
Colonial Van Lines Relocation Division customer service, quality service, sales department, and managers gave service that was time consuming, ineffective, and presented information that was misrepresented.
We request $1800-$2700 to compensate us for the following items charged that were not justified:
a full pack (labor and boxes) when customers packed 80% of house $1000.00
weight under visual estimate according to visual estimate vs. weight ticket $300.00
additional picture boxes packed by movers not in original or visual estimate $400.00 (told by Abid en route to delivery site) (this is questionable if to be awarded as we do not see evidence of this number in the paperwork)
overweight charge $500.00 (told by Abide en route to delivery site)(visual estimate vs. weight ticket) (this is questionable if to be awarded as we do not see evidence of this number in the paperwork)
$500.00 worth of inventoried items left at pick up location
9/30/14
We updated inventory with quality assurance, Paul (last name unknown X550) and salesperson, Daniel Mattson with Colonial Van Lines Relocation Division with two separate phone calls. We did not receive an update in writing. Salesperson stated weight is what really mattered and gave us the name of movers, which was Royal Moving. Mattson said if we packed or the truck was under the estimated weight that we would be charged less. We had previously sent a visually inspected inventory list by a local mover.
10/03/2014
We had phone call with customer service account manager, Travia Martin. She said quality assurance handled the inventory when we tried to update it with her. We were told that we would only be charged for the number of boxes that the mover packed.
We called Abid Secic day supervisor of Royal Moving, St. Louis, Missouri. No references were sent as requested. No further instructions regarding any moving policies differing from Colonial were provided.
10/05/2014
We called Abid Secic. He said he would be at our Strongsville OH residence (((Redacted))) between 10:00 am and 12 noon on 10/06/2014.
10/06/2014
Abid was called at ~12:45 pm and said he would arrive by 2:00 pm on 10/06/2014. At ~2:45pm Abid was called and he said he would arrive 10/07/2014 between 10 am and noon. He said the truck broke down.
10/07/2014
At ~1 pm, we called Abid, he said his wife had a baby and he would arrive between 2-4 pm on 10/07/2014. At ~4:30pm and ~6:30 pm we called Colonial and were given a $200.00 discount if movers did not arrive before midnight to accept movers at 8 am on 10/08/2014. We called Abid at ~7pm and when pushed he stated that he would not arrive until 10/08/2014 at 8 am. Travia Martin from Colonial stated that we were forced to accept the movers up until midnight of 10/07/2014 to be within our contract.
10/08/2014
We called Colonial cancellation department and cancelled movers ~10 am. We received an e-mail stating our deposit of ~$1700 would be refunded due to movers not picking up within the window. Colonial cancellation dispatch manager, Kelly Chacon called ~1pm with a $1000 discount from mover to pick-up 10/08/2014, which we accepted. We were told by her that if we packed our price would be reduced. Movers arrived ~4pm and loaded some furniture and boxes that we had packed until ~10:30 pm. We packed ~40 boxes we purchased from Lowes with books and school supplies before movers arrived. We packed ~5 boxes of china after movers arrived because they were not packing boxes although they said that they would. Two movers, Alex and Tony arrived without the supervisor, Abid and without any paperwork regarding our inventory. We were told supervisor’s wife fell down the stairs. Movers used our inventory list to inventory the house, which had not been updated by Colonial. We signed updated estimate of weight, insurance form, and package materials form. We were told at 10:30 pm that they would return at 8 am. Throughout this waiting period we repeatedly packed and unpacked our refrigerator and car, and had our computer and television packed. We changed the cut-off date for our utilities several times.
10/09/2014
We called Colonial and movers when they did not arrive at 8 am. Alex and Tony arrived at ~10:30 am. They continued to load truck with furniture and boxes that we packed until ~4pm. We packed our kitchen and closet with ~ 15 boxes we had purchased at Lowes. We packed ~80% of the house. The movers told us they did not have wardrobe boxes so we packed hanging clothes in our Lowes boxes. Movers did provide one x-large box from their truck (purchased from Home Depot) for hanging clothes. Our inventory with Colonial included 10 wardrobe boxes. Movers packed only pictures, lamps, and lamp shades in ~20-25 boxes from their truck (purchased from Home Depot) and we packed ~60 boxes. Many small pictures, lamps, and lamp shades were packed by the movers with excessive space left in box and no padding or protection. The boxes the movers packed were not labeled. The movers packed ~20% of the house. We were told by Alex that we would not be charged for boxes that we packed or for boxes off the truck or labor that was not used. The movers scratched the walls with furniture and/or boxes and scratched the ceramic tile floor from one end to the other by dragging a bed across it. We have pictures of the walls and flooring. The following items the movers told us would not fit on the truck and that remained at the house: a glass patio table, a 12 foot ladder, an edger, a wheelbarrow, a standing lamp. These items were on the inventory list. This is ~$500.00 of items. We called Abid ~7pm to discuss the items left at the house. Abid told us he would come to the house within 20 minutes and unload all the items not on the inventory list to load the other items. We called him back and said not to come because we feared that we would have to call the police to avoid a confrontation. We were never told when they would deliver the items. Abid never came to the house in Ohio during the pick-up process. All contact with Abid prior to 10/10/14 was via phone. We asked for the flooring to be covered and it never was. Colonial salesman, Daniel Mattson specifically stated that the floors would be covered.
10/10/2014
En route to Kentucky we called Abid and requested the truck weight and his location, but did not receive a call back. We were told by Abid en route to the delivery site at ~3pm that we were charged $400.00 for the ~20 picture boxes at ~$20.00 each(We had already been charged for labor and boxes for the entire house at ~$1,700.) We were also told by Abid the truck was 380 pounds overweight at a cost of an additional $4-$500.00. (The weight tickets actually show the weight 780 pounds under the estimated weight determined by Alex on sight). We were told by Abid the final cost would be $3200 including the discount promised on 10/08/14 before pick-up due to arrival outside of the contract pick-up window. We tried to discuss the bill with Abid since it was much higher than we expected. He told us that if we did not pay the stated amount that he would hold our property and charge us ~$100.00 a day for storage and in addition we would be charged for hotel fees and late fees even though he was still within the delivery window. We received two e-mails from Colonial ~3-4pm. The first e-mail contained the ~$4300 balance due and the second with the weight tickets. We went to Chase bank in Elizabethtown, KY ~5pm and obtained a cashier’s check for $3259.76 made out to Royal Movers. We called the Hardin County Kentucky Sheriff to request an officer to be at the house when the movers arrived because we were fearful of any retaliation from the movers. We also called our handyman and asked him to stay at the house during the time the movers arrived due to the fear of any retaliation from the movers. We told Abid at ~4pm that we would be at the house at ~5:45pm with a cashier’s check. One of the three handymen at the house provided the Kentucky State Police phone number which we added to our cell phone in case needed upon mover arrival. The movers arrived ~7pm and refused the cashier’s check because it was made out to “Royal Movers not Royal Moving.” They requested a cashier’s check made out to “Royal Moving” in the amount of $2700 and $500 in cash. They said they would give us ~$50.00 off for getting cash that they needed for supplies on the road. They did not unload the truck on 10/10/2014 due to the cashier’s check was incorrectly written. They said that they would return at 7 am on 10/11/2014 to unload the truck.
10/11/2014
We went to Chase bank ~9 am and obtained a cashier’s check made out to “Royal Moving” for $2700 and $500.00 in cash. The movers arrived ~9:30 am. We showed the movers the new carpet and fresh paint and asked them to not scratch or damage the carpet. We gave them the cashier’s check and cash. We were asked to sign the Bill of Lading and we refused because we were not given an inventory list and the truck had not been unloaded. The movers refused to place a bed upstairs; they did not reassemble one bed and 5 tables that they disassembled. Their truck was dirty and furniture and household items were dirtier than when loaded on the truck. We covered the floors with carpet because they never covered the floors when asked. They used plastic covers on mattresses rather than mattress boxes, which we were charged for. The boxes the movers packed were not labeled and were stacked in one area in the house because they did not know where they belonged. We had to open the box and put them in the correct room. The movers said they could not move them once they were set down. Throughout the pick-up and delivery, the movers took breaks every 1-1 1/2 hours. We asked the movers to sign a document stating they had left 5 items on the inventory at our house and that we packed ~80% of the house. They refused. We refused to sign the Bill of Lading because the movers wanted us to sign it without giving us adequate time to read the document and they did not provide an inventory list. They said they were in a hurry because they had another appointment that day. They completed a damage report, but did not pay us the amount due. The damage report said they did the following which is not true: They properly placed all items; driver verified inventory list; and that they had reassembled all items that they had disassembled. Some of the hardware for the lamp shades was not in the same box and has not been located as of this writing. The boxes they packed had excessive space with 1-3 small breakable items only in the box with no protection or padding. They left with an empty truck and left all papers with us some signed and some unsigned.
10/15/2014
We discussed mover concerns with Colonial manager, Marjorie Lovinska, for one hour via phone. We sent her an e-mail with further concerns and she did not respond.
10/17/2014
We talked to Marjorie Lovinska on the phone. She offered $75.00 to address our concerns.
10/19/2014
We reopened Colonial 10/10/2014 and found additional documents that were not present on 10/10/2014. On 10/10/2014 the e-mail had only the weight ticket attached. On 10/19/2014 the e-mail had the following documents attached: the same weight ticket as viewed on 10/10/2014 and were left at our new home on 10/11/2014, an inventory list, the confirmation of items received at pick-up, the Bill of Lading/order for services, revised written estimate, valuation addendum, and a packing materials order form. The valuation addendum and the revised written estimate were both signed and dated by us and left at the new home in Kentucky by the movers. The revised written estimate description of additional goods had items that were on the original inventory. The bill of lading was signed by us, but dated by an unknown person and was also left at our current home by the movers. The bill of lading “summary of charges” was filled out with amounts due on the form left by the movers, but not on the bill of lading sent by Colonial. The confirmation of items received at pick-up was signed by us, but dated by an unknown person and this was the first time we saw the form since we signed it on 10/08/2014. The inventory list was first seen by us on 10/19/2014 when we reopened the e-mail. The packing materials order form was signed and dated by us on 10/08/2014 when the form was blank because we were told they could not pack until the form was signed. All eight pages were signed with Doug or Douglas Ingle and dated by an unknown person. They dated the inventory 10/08/2014 when the truck was less than 50% packed. The inventory was incorrect because we do not have 4 twin beds, 2 queen beds, 4 king beds, 6 coffee tables, black garbage can, shoe rack and two six foot step ladders. Also, there were many items that did not or could not have scratches such as rugs, the washer and dryer, and an upholstered ottoman. Some items were missing from the inventory. They had “CP” (client packed?) for all boxes listed.
Abid Secic
Day Manager, Royal Moving
(((Redacted)))
St. Louis, MO
(((Redacted)))
(((Redacted)))
Colonial Van Lines Relocation Division
(((Redacted)))
Margate, Florida (((Redacted)))
1-800-456-0882
Daniel Mattson, sales manager
1-800-456-0882 X231
Latoya Barr, customer service account manager
954-958-2246 x167
(replaced Travia Martin 1-855-266-5176 X235)
954-958-2246 x167
Kelly Chacon, cancelation dispatch manager
855-266-5176 X290
Paul (last name unknown), quality assurance, account manager
855-266-5176 x550
Marjorie Lovinska
855-266-5176 X385
Marjorie.lovinska@movingcustomercare.com
1-855-266-5176 X385 Racquel Simpson, vice-president
Racquel.simpson@movingcustomercare.com (no phone number-e-mail to get a return call)