Liberty Relocation, Inc

I have moved a few times, and this has been the worst mover experience..by FAR!  Below is a litany of issues: 1. We paid almost $600 above the original bid, which I even tried to pad with an additional 200 cubic feet above what Patrick recommended.  If I had known Liberty's bids were so screwed up, I would have just done PODS and saved $1k.  From what I read of reviews related to Liberty Relocation, this is a common issue for them. 2.  Liberty cannot collect money to save their lives.  I had to hound Liberty to take my payment.  To make things worse, I had to pay an additional $100 because your company didn't communicate the need to pay cash at the time of pickup, and has no ability to collect credit/debit payments.     3.  Due to the late delivery, we had to spend an extra $100 per day to keep the temporary housing solution, until we had furniture in the new place..double rent for 3 days.  4.  I had to burn a PTO day to await delivery, but nobody ever called to let me know the delivery was late.  I had to try to call 5 times to get ahold of someone at the main office, who didn't know much. 5.  When the delivery finally showed up, they damaged other shipments trying to get my stuff out of the over-packed van.  They broke someone's stereo, and other fragile personal items. 6.  Liberty delivered my dining room table legs and chairs, but did not deliver the table top.  They cannot locate in their factory, which is odd since we were the first delivery.  To date, I am out approximately $1,100 in additional cost, due to Liberty's negligence and ineffective operational management.    I have used several moving companies in the past, and this is BY FAR the worst experience I have ever had.

Service cost: $3600

This has been one of the worst experience's I have encountered in my professional life! We have moved a lot and never had a company treat us or my stuff this bad..under bid, had to pay cash at pickup (which they did not tell us until they were already loaded) our stuff was supposed to delivered on a date given 3wks ahead of time and was told no problem and didn't show up till 3 days later..on delivery the truck was packed with others stuff and they were literally throwing it out of truck and could hear things breaking (thankful it was not my stuff) had three guys working in one load one was sick, the other was working his butt off.. The man in charge didn't want to pay him at the end of the night cash.. Cops were called.. Was a disaster never ever use them!! We have turned them into the BBB and they have 10days to respond! Oh and they lost our stuff and can't seem to find it!

Service cost: $3800

I should first start out by saying that this company has continued to state they are BBB rated A, when in fact they are not even accredited.  They have stated this in messages left for me and it even stated it on their website until recently.  I made an initial agreement with Liberty Relocation for a set amount of items.  When they came and packed and moved my items they increased the amount I owed by over $1,000.  They then told me that I needed to sign that they picked up my items but I could discuss price at a later date.  They lied as I had now signed a new contract without them telling me.  I tried multiple times to contact management, and they never called me back.  The day before my things were to be delivered I desperately tried to contact someone to speak to about this, but again all the management was gone for the day and they could not help me.  On the day of my move they were supposed to be here at 9 am and I explained that I had a job interview in the afternoon at 2 pm and that they needed to be here before then.  They agreed.  On the day of the delivery I did not hear from them.  I finally called at 10:30 and they stated they would not be there until; after 12.  I explained I had a job interview and could not have them deliver then but they stated they had to and I had no choice.  When my items finally arrived all of the furniture they packed was damaged or was missing parts.  Every single box was completely mangled.  This was enough of a disaster.  However, what is the most disturbing is that this moving company opened and went through my boxes, found a box of checks buried in my kitchen supplies, stole 2 checks and wrote one out for $750 and cashed it.  The check number was directly linked to the checks that I had packed.  The check was cashed a week before my items were delivered.  Liberty Relocation was in possession of my items for 2 weeks before the check was cashed and for a week following.  They were the only ones who had access to this box and my checks.  I notified my bank and a police report was filed.  I have attempted to contact Liberty Relocation about this, but have continued to not get any calls back.  I have attempted to contact Bobby who was the salesman I originally spoke with who organized my move.  He originally told me he would have the owner call me back within a few moments and to stay by my phone.  He never called.  I have tried multiple times to contact Bobby via phone and text, but he continues to not respond.  I have tried calling customer service but all they tell me is that someone will call me back later in the day.  This happens daily and I have never had anyone call me back.

Service cost: $3000

I signed up with this company to handle my move from San Francisco to Tennessee in April 2013. My belongings never showed up at my house. Miraculously, the DOT located my (and others' belongings) in New Jersey, but I didn't get my belongings until March 2014, eleven months after Liberty picked them up. For those eleven months I lived in an empty house with a few basic items that I was forced to buy to replace the things that had disappeared. When I retrieved my stuff from New Jersey, it was at my own expense, including travel and labor costs, and unfortunately about 40% of my stuff was missing or destroyed. About 80% of my stuff had black mold growing on it.   I've had to spend many thousands of dollars to replace my items and to retrieve my stuff from Jersey eleven months after Liberty picked it up from me in California. In addition, I paid Liberty $3,000 up front when I hired them. I never received an apology or refund from them. I attempted to contact them many times, but nobody returns any phone calls. Nicole did contact me one time after I previously filed a BBB complaint last fall, but presumably she did in effort for me to rescind my complaint. She was successful in her goal, as I did remove my complaint at the time. I did so in response to her guarantee that they would refund me my costs for the move and replacement items. I emailed Nicole an itemized PDF with receipts and never heard back. I called her a few times but her voicemail box was "full" and not accepting new voicemails. Sadly, my contact with her was that one sole time in which they promised to work with me. I can only presume they never had any intention to refund the money like they said they would.    I came to find, months after the fact, that Liberty had not in fact handled my move at all. I was shocked to learn they had brokered me out to a moving company called Virgin Van Lines, owned and operated by a man named Danny Shoval. The reason this was so surprising is because, when I booked Liberty for my move, I was told by a salesperson named Kevin (first name only) that Liberty was not a broker and handled all their moves themselves. Kevin explained this was their business practice and ensured my stuff would be in good hands. I even have a copy of an email asserting "We are not brokers!" in red bold font (which I'm planning to use in court for evidence - more on that in a second). So you can imagine it was quite ironic to find they did just the opposite of that.   The man they brokered me to (Danny Shoval) is an infamous criminal as per a Google search of his name. He has opened and had shut down three moving companies for various criminal activity over the years. How he is not in jail baffles me. I feel violated that I never gave consent for Liberty to use him. Had I known Virgin Van Lines would be handling my move, I would not have given consent. A simple Google search turns up more than anyone can stomach on that business.   Here's the kicker: because Liberty Relocation brokered me out, they violated a federal law punishable by a fine up to $25,000, according to the Dept of Transportation's Ted Kushner and Lawrence Hawthorne (which whom I've communicated). This underscores the severity of their actions. In addition, they've committed "gross negligence and mishandling" of my belongings. As I mentioned above, my stuff was in horrible condition - broken, smashed, and rotting with black mold (with lots of big furniture items missing entirely) once I located my bundle in Jersey City.   I am pursuing civil litigation in the very near future, as I have retained a lawyer who is confident I am in the right, on many various accounts. Unfortunately, we mailed a demand letter to Liberty Relocation in April 2014 in hopes of settling without the need for court. The demand letter went ignored, just as phone calls and emails have gone ignored. So we have no choice but to file in court. If Liberty Relocation would like to contact me to reimburse me the more than $10,000 I am owed for all my expenses caused by their negligence, mishandling, and other crimes, I would be happy to communicate with them. However, I am doubtful at this point that any verbal guarantees made by them will be followed through on. Until I see the money, it's all just empty words. It's these very types of gross crimes that are the reason we have courts and judges.

Service cost: $3000

  I would give minus 5 rating to them if I could !!   Both the NATIONAL MOVING GROUP and the LIBERTY RELOCATIONS are CHEATERS, LIARS, FRAUD, THE MOST UNPROFESSIONAL COMPANIES ON THE PLANET!   PLEASE NEVER FALL PREY TO THEM! NEVER EVER DO ANY BUSINESS WITH THEM!!  I swear to the God, if you do business with them, you’ll have the worst nightmare and most horrifying time of your lifetime!!   Please read further if you want to hear my story.   I recently moved from STL, MO to Redmond, WA. I signed up a contract with Brad from National Moving Group and they in turn hired "Liberty Relocation" (US DOT:2205690  MC:765351) to deliver my household stuff.   After 3 weeks of misery, innumerable calls, follow ups and horrifying experience, finally they delivered my stuff (5 Big items were missing and 1 Big item got damaged).  I am not counting the small items which got distorted.   Immediately after, I gave my credit card details and the deal got signed, I could see that I was trapped. Every single day and at every single step, I and my family were treated like a “HELD HOSTAGE”.  They keep on bringing HIDDEN COSTs to your surprise and for everything they point to some hidden clause on the paper which you would have never cared for.   As per the deal, I had to pay $1875 for household stuff and an additional $1200 for the car. They forced me to pay over $2300 for household stuff instead of $1875. Car transfer was not that horrifying experience, so not including that part of the story. After dozens of calls, I was asked to deliver the car 5 miles away from my home and yes, initially they demanded an additional $100 for a Saturday delivery but later on after a few calls/request, they agreed to deliver it for $1200.   On the day of household item Delivery, the truck driver (Rame Masarwe) started illogical altercations and demanded $1000 instead of the due amount $650. When I agreed to give $1000 (ALL CASH), he said "Give me money in hand, then only I'll open the truck". He was the most unprofessional guy I have ever met. He held me a hostage and took undue advantage of my situation. He was very shrewd and cunning guy and his face and his smile were vividly telling about that.   The community manager had to call 911 to handle him.   So, instead of $1875, I paid over $2300 and wasted so much of my time and energy calling National Moving Group and Liberty Relocation for my own stuff and got the worst and the most unprofessional service possible!   Also, just wanted to mention that the driver (Name was ARI) who came to pick up my stuff in STL was a JERK too and he also got $110 extra from me. The total amount $770 was given to him all in CASH. That time, I had no idea what I’d be going through over next 3 weeks.

Service cost: $2300

I booked my move with them and later luckily I realized they are fraud. Fiest I wasn't able to get an extra insurance because they are not affiliated with insurance company. Second they send me an application for credit card authorization under name Daneil (speller like this) Partnership, first saying its their corporate office and when I told them there is no such a company they claimed its their credit approving company or something like that, either way there is no such a comapny. So I looked further and found out they have A- rating with BBB because they changed their name in Oct 2012 and they couldn't explain why they have changed name or what was the previous name. Also all the great ratings on this web is on Oct 15 2012. At the time of booking they got my credit card number which after cancellation they are charging me $300 unauthotized for shoe/clothing purchase .. yes they are fraud and I am reporting them to BBB.

Service cost: $37500

 
I want you to know how much this move has changed my life (for the better).
I returned recently from my second tour inAfghanistan and I knew I would be depressed over the holidays. So, I decided to plan a party with some of my buddies from my unit, a type of reunion. I was nervous about having my apartment organized in in time to receive house guests and have everything in place in time for Christmas.
Amazingly, within two weeks of my calling you for an estimate, the move went quickly, and my house was set up with all the comforts of home, including the kitchen, so I was able to have an awesome reunion. You have done your part to thank some very happy vets-we spent our holiday in comfort, thanks to you.
Vance B.

Service cost: $3100

My sales rep, Jervon, was a very nice and seemingly well-intentioned individual.  The quote price was better than competitive and they had an A- BBB rating.  But that is where the good experience ended.  Let me start from the beginning: Moving from Houston to Boston.  Liberty quote was approx $1500, while premium movers were $2500-3000.  Liberty also offered 30 days free in-transit storage which worked well for our schedule. The day before the pick-up, I received a call that they would arrive between 8 and 10am.  I got a call from the driver at 10:10am that they wouldn't be there now until 1-2pm.  Frustrating, as I could have been productive that morning (especially it being my last day in Houston).  When the movers arrived, they were driving a Budget moving truck.  I was surprsied they didn't have their own labeled vehicles.  Regardless the movers were curteous and professional.  Half-way thru loading, I was told by the driver that we would be over my volumetric estimate.  It came out to over double.  At this point all my belongings were loaded, and even before then I couldn't change movers this last minute.  I was infuriated, but with hands tied I signed the paperwork.  My quote of $1500 had just ballooned to $3000.  I cut them a check for half, as was required.  It is worth noting here that the inventory list I gave them contained 76 items, and the final invenotry was 91 items (and the list given was fairly representative of volume).  I expected to pay a bit more than quoted, but certainly not double.  Definitely appeared to be a ploy to get business by under-quoting and over-charging.   I eventually let that go, knowing that it really brought them up to the price of the premium providers.  The dishonesty was frustrating, but so be it.  Then about two weeks later I received an email from the operations manager that I needed to pay an extra $1000 before they could released my stuff to be shipped.  Now I was over the top angry.  It was not only unethical considering I was verbally told many times it was 50% upfront and 50% upon delivery, but it was in contradiction to the written contract which stated they were only entitled to ask for at most 75% upfront.  I did not want my stuff to be delayed to I called back immediately to tell him this was crazy, especially considering the late pick-up and horrible under-quote.  It took several calls, many times on hold, and a few voicemails to finally talk to this operations manager who I will remain nameless.  He did not seem to have any sympathy whatsoever despite my frustration and all the issues I'd had thus far.  He agreed that I would pay up to the 75% (maximum contractually allowed, which to clarify was $250 less than he'd originally asked for).  Then he went on to send me this email: " Hi Thomas,   Per our conversation your balance due in order to ship is $747.75 and the remaining balance of $738.55 will be due upon delivery.   Here is a video I wanted you to watch http://www.youtube.com/watch?v=Yo8kfV9kONw " Check out the link.  I guess their A- BBB rating was meaningless.  It was an odd link as it was almost an indirect way of him telling me a screwed up by picking Liberty Relocation.  Oddly enough their BBB rating has been "under review" now for at least a month.  I did lose faith in the BBB through all this too. Items then arrived 1-week late, even though I had placed the order over 2 months ahead and had been assured it would arrive within 2-3 days of the earliest delivery.  In addition we had to pay an additional $550 for a shuttle truck.  This is all in the contract, I couldn't fight it..but they hosed us alright. We had a couple coffee tables damaged beyond repair, and several boxes in horrible condition.  My girlfriend took care of the paperwork and was incredibly stressed, not taking the time to read the contract and notice the need to identify damaged goods.  I hurried back from class when I got her text, and literally as soon as I arrived they scurried out the door.  They even had a $30 parking ticket they wanted us to pay, but as soon as they saw me start reading the paperwork they didn't care and just left!  Obviously they did not want to deal with me, or so it seemed.  The only good thing here is that nothing was missing.   In summary, don't waste your time on moving companies that seem like "good deals", and don't blindly trust the BBB.  Pick a reputable company with a long standing reputation.  You will end up paying premium price anyway, at least if you pick the premium company to start with you won't have all these "surprises" along the way and will actually have a decent customer experience.  Liberty Relocation is a poorly managed and poorly run organization, and I would never wish this kind of experience on my worst enemy.  Don't make my mistake..go for a good reputable company, not this one.

Service cost: $3500