ComplaintsforHughes Relocation Services

• Initial Complaint

  08/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We moved in February 2022 and still have outstanding questions on a lost/stolen/or misdelivered rug valued at $1000. They claim the rug was delivered and have essentially called us liars when we state that it was not delivered. A rug that was not ours (but was mixed in with our possessions) was handed back to the driver and an email to our representative was sent that very day stating this fact. A trace was to have occurred but our questions go unanswered for over a month now regarding their trace process - what process is used in looking for missing items, who oversees that the correct homeowners possessions are loaded onto a truck and what process is used in determining the rightful owner when apparently a wrong rug was delivered to us. It took the claims team 6 months to get us a check for items that were broken during the move and also for a missing step ladder. Why would a missing step ladder be included in the monetary reimbursement but not the rug? And now we are told once we cash the check our case is closed. Communication with the claims team has been abysmal - and now to continue to wait over a month to questions we have and still have no answers - is just one more example of bad customer relations. Our request is to be reimbursed the $1000 for the missing rug.

  Business response

  09/01/2022

  In response to the BBB report, we do apologize for any issues that may have occurred during your relocation.
  
  Hughes Relocation picked your items up for storage, which were all containerized together in storage vaults including the rugs. Your items were not in contact with items belonging to any other customers goods while being handled by Hughes or the warehouse. Upon your request for delivery, we released those items over to ****** *** ***** for transport to your new home. All the containerized items were brought to a specified area for the operator to  check the inventory to be sure each item to be transported was accounted for.
  
  A proper tracing has been performed to locate the item which you were reporting as missing;  however nothing resembling that item was located. There were no items from your household left behind at the Hughes warehouse or in the storage vaults that contained your household goods. There was an in depth search performed as soon as we were notified.  
  
  When items are reported as missing on claims, ****** *** ***** does a tracing with all adjoining customers.
  
  As your goods were transported with ****** *** ***** for the state to state portion of your relocation, they processed the claim for loss or damages based on the information signed at time of delivery. If you are not in agreement with any part of their settlement, you may forward your concerns in writing to the adjuster that handled your claim settlement. If the settlement is not resolved to your satisfaction at that point, the adjuster will offer you a free arbitration that is handled by the American Moving and Storage Association.  They are a third party, not affiliated with ****** *** *****,  that will review the full claim and make a final determination for all parties.
  
  Again, our apologies for any part of your relocation that was not satisfactory.

• Initial Complaint

  01/26/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  This was a transaction for a move (pickup 1/25/21), storage, and delivery (3/25/21) I paid $20,442.90 for the move plus $1456.93 per month for storage. My account number PA 6002/21. I paid for extra insurance and packing of most of the household but not all. My claim was filed on time and two months after delivery. It has now been over 8 months and my claim is still not finalized. A few items were taken care of early since "cartons" were not used for mattress and boxsprings and were delivered filthy and television could not be set up due to missing part. My dispute with this company is the length of time it is taking to finalize the claim and not willing to pay for damaged and lost items. I understand their policy on certain items BUT their packers must make an effort to protect these items when packed. Turntables were packed sideways in large boxes with no protection under cover for "arm" movement or turntable itself. Clocks did not have pendulums and moving parts secured before packing. Electronics can not be packed in a large box stacked on top of each other. A large list of items were lost which the company will not acknowledge. I believe this is due to the fact our shipment was underestimated and the packers did not have enough boxes and used some of mine which never got tagged. I also have not been reimbursed for the extra 6 days of storage I paid for. This move was a complete nightmare with missing tags and duplicate tags, they even delivered items not mine. The packers did not do their job in making an effort for items not to be damaged. I want my claim to be paid with replacement value for items damaged which can not be fixed and the missing items to be paid in replacement value. By replacement value - I mean the cost to me to purchase the item (not the value they come up with because it was used). I also want my reimbursement for the extra days paid for storage which I have asked for several times through the claims person.

  Business response

  03/07/2022

  We have been working with this customer over the last several months trying to satisfy all of her requests. Some of the delays mentioned have been non-carrier related.
  
  There is no refund found to be due. This has been discussed with the customer directly.
  
  Hughes Relocation Services had a professional restoration company inspect the goods reported on the customer claim to make a determination of damages: if they were related to packing, transit, or any other inherent  conditions. The inspection findings have been explained in the settlement to the customer. The customer was given the opportunity to review and submit rebuttals of those decisions. All items rebutted have been reviewed, the inspection company interviewed, additional repairs  performed and monetary considerations offered or otherwise explained to the customer.  The repair firm has fixed transit related items to completion where possible. Hughes Relocation Services has offered monetary settlement on substantiated items that have been deemed as transit related or verified as transported and not received. In some cases where transit was not determined as the cause, we have offered monetary considerations as a customer service gesture to try to reach an amicable resolution. We have also provided a crew to assist this customer with organization and unpacking for a full day after she received her goods, at no cost as a customer service gesture. 
  
  The customer has rejected all settlement offers to date.
  
  At this time, the pending unsettled items have been forwarded to our insurance carrier to review, investigate and to make a final determination.

  Business response

  04/12/2022

  Hughes provided  all  the services and attention we could to assist in bringing the claim to a final resolution.  As this claim did happen during the time of Covid, we were stuck with some circumstances that were beyond our control. We did all we could to assist with her multiple requests as timely as possible.
  
  When the final repairs were completed, we worked on the monetary settlement of the unresolved items. We were not able to reach an agreeable settlement for both parties.  At that point, we forwarded it over to the insurance carrier to seek a final resolution.
  
  We understand that ******************** may not have been satisfied with our response regarding the timeline however this will be our final response.  Our apologies that the timeline was not shorter however we worked with the challenges presented. We have done what was necessary to honor the repairs and tried bring this claim to an end that was suitable to *******************. We apologize that we could not reach an agreeable settlement locally  however, made provisions through our insurance company to work with ******************* to reach that agreeable point.  The insurance specialist is working with her directly to resolve all monetary elements of the final settlement. The insurance carrier will be handling all aspects of the monetary settlement.  It is our hope that ******************** is happy with the ending settlement.

  Customer response

  04/14/2022

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is accepted by me since it is now in the hands of the insurance agency.
  
  Regards,
  
  *************************
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩