Gold Standard Relocation Reviews (%countItem)
Gold Standard Relocation Rating
Address: 935 N Beneva Rd # 609-1021, Sarasota, Florida, United States, 34232-1397
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After receiving numerous phone calls and voicemails from this company, I reported them as spam. To which was still ignored and continued to call me looking for "Michele?" I am not Michele, and I am not moving. I have no clue how they got my information. I tried calling them back, which sent me to their voicemail with no return call confirming deletion of my information. Furthermore, I have also received emails from them. When will they stop?
On behalf of Gold Standard we sincerely apologize if you are being contacted in fact by someone representing our company . We checked our records , and we have an estimate under Mike York , and only two emails were sent out by one of our moving coordinators. We have now cancelled the estimate out . Contact our customer service team if you have anymore concerns or need to confirm your estimate has been removed from our system .
I appreciate the effort you have put forth, however I have no clue how many other companies you have sold my information to as I have received many more "inquiries" about my upcoming move, in which I did not initiate. Henceforth, your company is merely the seedling that has spawned a new wave of other companies contacting me via phone calls, emails, and now text messages. I still have no clue how you acquired my information. Furthermore it seems you have no understanding of privacy as you have revealed my full name to the general public in a publicly visible forum. Your company really needs to a take a good look at how you conduct business, and consider where you are getting your sources in the digital age. This is the absolute worst possible iteration of lead generation I have ever experienced. For shame.
Gold Standard again no longer has any contact information for you , and your name and email are posted on the Revdex.com review . We also do not take your information and sell it to anyone . The internet is a board thing , and our estimates are built from customers who look online for a moving quote , and check and agree to be contacted for more information . We have now informed Management and will act accordingly to resolve any issue .
NOT YET deliver my home stuffs, picked date:JUN 28th & 1st delivery date:JUL 12th. Relocation Company:GOLD STANDARD RELOCATION and SUPREME VAN LINES
Delayed Pickup:
According to the estimation my stuffs pickup date was finalize on Jun 26th to Jun 27th, but they picked up on Jun 28th. I did many follow-ups, but they always say trucker will come today, they always commit but not come true.
Over Charge then estimation:
Also, according to the final estimation on Jun 24th they told me total amount $2364 but when they come for pickup, they asked more money than estimated and charged total $2729.17. According to that pick-up date I panned my flight, cleaners, etc., but we lost my money on it and rescheduled all. I lost my one working day and were huge mental pressure and painful. Some time we were thinking really, they are going to come for pick-up our stuff or not.
Delaying on delivery:
I gave my 1st delivery date on July 12th, according to the delivery date, they said/committed my stuff will be delivered on Jul 14th for the sure, but it's was not happened, still we are waiting my stuff.
And every email follow-up they are doing false commitment, my stuff will be delivered on next week-next week and so on. And saying stuff will be deliver on 3 to 21 business days after 1st delivery date. After my last review they told and committed my stuff will be on place by Aug 13th, but it's not happened. After they committed my stuff will be delivered on next weeked, that also not turned.
And STILL NOT YET DELIVE
Also, they are saying 3-21 business days require for any move which was not said any time while estimation and even in pickup receipts its clearly mentioned if delay happened more than 14 business day of 1st delivery then service provider will pay $25 per day as a compensation. My 1st delivery date was JUL 12th.
FMCSA Complaint ID: XXXXXXXXX
Review :
https://www.mymovingreviews.com/movers/gold-standard-relocation-8251?utm_source=...⇄
As soon as possible deliver my home stuffs WITHOUT ANY DAMAGE. And as per mentioned in pickup receipts if delay happened more than 14 business day of 1st delivery then service provider will pay $25 per day as a compensation and with penalty of $150. My 1st delivery date was JUL 12th.
Gold Standard understands your frustration , and we also know long distance moving is a high stress . Since this complaint was filed , the customer has been delivered , but we take our complaints seriously . We also used the feed back to improve as a company . To address the two main concerns in this complaint : Increase in price and delay in delivery .
14. ALL PICKUP, LOAD AND/OR DELIVERY DATES ARE ONLY ESTIMATES. GOLD STANDARD RELOCATION LLC. WILL NOT BE RESPONSIBLE FOR LOSS OR DAMAGES INCURRED BY UNAVOIDABLE DELAY. GOLD STANDARD RELOCATION LLC. WILL ACT ON THE BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THERE ARE ABSOLUTELY NO GUARANTEES MADE, EXPRESSED OR IMPLIED REGARDING PACK, LOAD, AND/OR DELIVERY DATES.
We contacted *** to provide him information , and to inform him his pick up was going to be for the following day June 28th . *** did in fact express the stress about catching a flight , we tell every customer in verification and in our contract to please not make any major travel arrangements during the window that they booked their move . The motor carrier also provided *** with a 100.00 discount for the delayed pick up .
The price increase : All customers have the option to only take what is on their inventory signed for with Gold Standard . This option will not change the price as long as no additional services are needed . Packing ect . Section 9 of our contract explains the binding not to exceed , and exactly how the price would change please see section 9 : 9. CUSTOMER HAS ELECTED A "BINDING TO NOT EXCEED" PRICE, THE TOTAL COST WILL NOT EXCEED THE ESTIMATED AMOUNT; PROVIDED, HOWEVER THAT CUSTOMER PROVIDES GOLD STANDARD RELOCATION LLC. WITH AN ACCURATE DESCRIPTION OF THE ITEMS TO BE MOVED AND THE SERVICES TO BE PERFORMED. CUSTOMER HAS REQUESTED TO HAVE AN ESTIMATE PROVIDED FOR HIS/HER HOUSEHOLD GOODS RELOCATION, IN ACCORDANCE WITH 49 CFR 371.113(C)(1), CUSTOMER AGREES TO WAIVE A PHYSICAL SURVEY OF THE HOUSEHOLD GOODS, AND ALTERNATIVELY AGREES TO RECEIVE A BINDING TO NOT EXCEED ESTIMATE BASED UPON THE SHIPPER PROVIDED ITEM LIST OF PROPERTY TO BE TRANSPORTED. IF ANY ADDITIONAL PIECES, PACKING SERVICES, CUBIC FEET, VOLUME, WEIGHT OR LABOR SERVICES ARE ADDED AT THE ORIGIN OR DESTINATION TO THOSE QUOTED, THE CUSTOMER SHALL BE CHARGED FOR THESE SERVICES AT THE GOVERNING TARIFF RATES. CUSTOMER UNDERSTANDS THAT GOLD STANDARD RELOCATION LLC. HAS A 2000 LBS MINIMUM ON ALL SHIPMENTS. ANY SHIPMENT BELOW 2000 LBS. WILL BE CHARGED AT THE 2000 LBS RATE. THE PRICE INCLUDES ALL FUEL SURCHARGES, TOLLS, LOAD AND UNLOAD, BASIC DISASSEMBLY AND REASSEMBLY OF STANDARD FURNITURE ITEMS, UP TO 75 FEET OF LONG CARRY AT ORIGIN AND DESTINATION AND 1 FLIGHTS OF STAIRS. ELABORATE FURNITURE ITEMS THAT NEED TO BE DISASSEMBLED AND/OR REASSEMBLED MAY REQUIRE 3RD PARTY SERVICING OR ADDITIONAL LABOR AND SHOULD BE DISCLOSED TO YOUR ESTIMATOR AND INCLUDED IN YOUR ESTIMATE. DISCONNECTING AND/OR RECONNECTING OF APPLIANCES IS NOT INCLUDED IN THE PRICE. REASSEMBLY IS SUBJECT TO THE AVAILABILITY OF TOOLS AND/OR ALL PARTIES BEING AVAILABLE. THE PACKING AND UNPACKING OF BOXES IS ONLY INCLUDED IN THE PRICE IF IT IS ITEMIZED IN THE PACKING AND UNPACKING SECTION OF YOUR ESTIMATE; ALL MATERIALS/LABOR FOR UNDISCLOSED ITEMS WILL BE EXTRA.
Gold Standard understands ***'s frustration , and addressed the delayed delivery with Supreme Van Lines . We in fact acted on the customers behalf , and continually followed up on the shipment until the day it was delivered . Gold Standard also enforced the carriers tariff to apply a discount for each day the delivery was delayed . Gold Standard has since then followed up with the customer , and we are still awaiting a response to see if our assistance is still needed . Due to the issues with the delay , Gold Standard has now severed our relationship with Supreme Van Lines .
(The consumer indicated he/she DID NOT accept the response from the business.)
As mentioned by Gold Standard Relocation, do not schedule any plane on pickup window and they gave me delay pick discount:
I am not agree on that point because as per estimation, pickup window was JUN 26 to JUN 27 and they came on JUN 28. Therefore, according to the pickup window I planned and hire a cleaner on JUN 28 I booked my flight (which I re-schedule later).
In addition, as per discount mentioned in broker estimation, that was for referral discount: $117.18 (As I referred my three friends) not a delay discount. (Pickup Estimation attached).
Reason mentioned by Gold Standard Relocation for increasing the price: I am not agree on it, as per estimation while picking up, I reduced medium (19 to 16) boxes count and kept reduced count of items but driver dissemble some items in many pieces those are not require, queen bed frame (did 5 pieces), sofa lags (did extra 1 piece), dining lags (did extra 1piece), study table (did extra 1 piece), etc. therefore items count was increased, I informed that also to Gold Standard Relocation. (All estimations attached).
At the time of delivery, they added one more concern: Apart from delay, they did not assemble my bed frame which driver dissembled in 5 pieces while pickup. For the same I brought the tools and assembled myself.
I paid packers & movers complete cost ($2927.17) from my pocket because of delay in delivery I lost 30 calendar day to raise an expense claim in my organization portal.
Team, even though above problems, I WANT PEACE IN MY LIFE. Because of this move, most of the things are spoiled and made most costly movement.
I saw an email from Jen (Gold Standard Relocation) which mentioned, $175 discount would be given.
Gold Standard understands that cross country moving is very stressful . We try to be completely transparent with all of our customers when it comes to servicing a long distance move . Gold Standard explained in great detail that pick up and deliveries are only estimated time frames . This is listed in our contract , due to unforeseen circumstances . Gold Standard enforced the motor carrier to provide a discount off of the customers balance at the pick up and another discount off of the remaining balance due to the extreme delay in the delivery process . We always make available for our customer to have the option to only have the movers load exactly what is on the inventory with Gold Standard , this option was made available to the customer the day the move was being serviced . Gold Standard also encourages the customer not to make any major travel arrangements around the week of the pick up window . We understand that life happens , and our customers have jobs and families to tend too sometimes traveling can not be avoided . In this move , we volunteered compensation to the customer for the delay in flight arrangements , and proof from the customer of the costs to re-arrange the travel arrangements . Our contract explains that the movers will disassemble any items , furniture ect . but due to insurance reasons they are not obligated at delivery to re-assemble these items . All of our customers have the option to call our customer service team during the pick up and delivery if there are any questions , or if the customer requests to have the furniture re-assembled . Gold Standard works closely with the Motor Carriers , and would have requested for the customers items to be reassembled , and we would have also volunteered to split any labor costs . Our contract also explains the assemble , and re-assembling of the items please see copied section :
Additional fees and Accessorial Services (if applicable to the move):
If not included within the agreement, professional packing services are not included. However, it is at the discretion of the mover at the time of pickup to determine if items will require professional packing services. In these instances, additional charges will be applied. These items include but are not limited to the following: televisions, mirrors, glass tabletops, wall art, contents within dresser drawers, etc.
Packing supplies, such as bubble wrap, shrink wrap, boxes, etc. are not included
Items being transported that are not stackable, are considered Bulky items. A Bulky item charge will apply for those not stackable items, as deemed by the mover at the time of pickup.
If there is more than one flight of stairs at your origin and (or) destination which require the movers to transport items beyond the first flight, there will be a charge of $75 per additional flight. There will be no charge for the first flight of stairs at either the origin or destination.
Most movers within the Gold Standard Relocation LLC. network perform the pickup and delivery using a tractor trailer (18 wheeler). Drivers must have the ability to park within 75 feet at both the origin and destination points to avoid long carry charges. Depending on the size of the job, long carry charges start at $150.00. If the tractor trailer cannot park within a reasonable distance, shuttle services may be required. Shuttle services begin at $300.00
Gold Standard has offered a 175.00 refund for the customer , we are still awaiting the customers response . Gold Standard has also changed the procedure for deliveries . We now explain to all of our customers the first available delivery date , and refer our customers to the delivery spread listed in the FMCSA hand book .
They misrepresent their services to be provided from the beginning. They are unresponsive to me when I call or email them.
Gold Standard Relocation Services LLC (hereinafter referred to as 'Gold Standard') failed to provide the services which I have already paid them $1300 for - up front ($500 by credit card and $800 in cash). I will still owe them $800 to get my goods unloaded at the destination end, if they will ever bring them to me.
In hindsight, they presented a pattern of blatant lies to me, starting with their sales conversation:
1. They present themselves as a moving company. They lead you to believe that they have control over the routes, the schedules, and the drivers. They refer to "our" trucks and "our" drivers and "our" cross-country moving licenses. On and on.
2. The salesperson specifically told me there was a truck which 'just so happened' to be in the area of the country (Westford, MA) where I needed a mover at the originating end - that was traveling to the same general destination location (Black Mountain, NC) where I needed my things delivered - on the same dates that I needed. Amazing!
He said it would be so convenient because the truck needed to be in my general destination location area the week after the pickup, so I would have my belongings by the next week.
And, since it was so convenient, they would give me a huge discount because I was essentially doing them a big favor by accepting their discounted offer, as their truck would not have to drive from MA down the East Coast with less than a full load.
However, Gold Standard apparently turned right around - right then and there - and contracted my move out to a random moving company named Greenpeace without my knowledge or consent.
They said that Greenpeace "just happened to be in" the Westford, MA area and had room on their truck for my goods - right then and there. Amazing coincidence, knowing what I know now!
The communication with Gold Standard from start to finish has been terrible.
On 2 August 2019 (Friday), I agreed to a 4 August 2019 (Sunday) afternoon load by Gold Standard of my goods that I was packing myself at my apartment in Westford, MA.
However, I was subsequently called by Gold Standard on that same Friday afternoon and was told that a company called Greenpeace was in the area and would come by my apartment to load my things within the hour. No warning.
Gold Standard had given me no warning of the change in plans, so I told them that there was no way I could accommodate such an accelerated schedule. They persisted, so I told them that, if they wanted to load me on Friday afternoon instead of Sunday afternoon, they would have to finish the packing, using my materials that I had purchased, with their labor and at their expense. They grudgingly agreed to do that.
Greenpeace came on to my apartment within the hour and started to resume packing where I had left off. I paid them $800 in cash right then, at their insistence. They allegedly completed their packing and loading, at which time I was told that I would owe $800 more, up front in cash, at the destination end in Black Mountain, NC.
I told Greenpeace that I would leave Westford, MA for Black Mountain, NC on 6 August 2019 and arrive on 8 August 2019. I wanted delivery on 9 August 2019. Greenpeace and said that would be fine. They left in a hurry.
I looked around the apartment and saw things they left behind that I had explicitly asked them to pack. Four of six dresser drawers were not packed, so I had to do it and put those goods in my car. Food, pots and pans, etc. were done the same way, so I had to haul a lot of my stuff in my car that they were supposed to pack, load, and deliver. No room.
Because I had to do a lot of Greenpeace's packing and loading for them, I was delayed by one day. I arrived at my destination location the afternoon of 9 August 2019.
I started trying to contact them at that time, but could not get responses to email messages or phone calls from any of their employees or contractors.
To date, they have not responded to any of my attempts to contact them.
Deliver my goods - all of them - on my schedule and forego the final $800 payment that I allegedly owe them. This is punitive damages for their being such jerks toward me in this matter.
Gold Standard acknowledges the miscommunication , and believes this is a misunderstanding . Since this complaint was posted we have since spoke with Mr. , and addressed all of his concerns. We have now extended the lines of communication with Mr. , and we have also explained that we are not a moving company , but in fact his moving broker . We coordinate the entire move , and we work with over two hundred vetted motor carriers . This information is also disclosed in the top part of our contract , and can be viewed before the consumer electronically signs . Green Peace Transportation is the motor carrier that was dispatched to service Mr. . Green Peace had Mr. on their schedule for Sunday , 8-04-2019 . Gold Standard was then notified on Friday , Aug 2 that another move scheduled the same weekend had been placed on hold . Green Peace contacted Mr. to see if he was ok being serviced 24 hours earlier , and Mr. confirmed with Green Peace that an early pick up was ok , but they would need to help him pack his belongings . During verification , and pick up confirmation Gold Standard notifies all customers to have 50% ready from the remaining balance at pick up , and the remaining 50% ready at delivery . This is why Green Peace collected 800.00 in cash . Mr. balance was 1570.29. The customer can pay in the form of cash , or a US Postal Money Order . Gold Standard is aware Mr. suffered looses in groceries , and pet food for his special needs cat . We have now issued a refund agreement to replace the essentials Mr. may need at this time , and we are now overseeing him through until his delivery is complete.
Contracted for relocation. Once initial fee was paid no to little contact from company. Wound not respond to email or phone calls.
Contacted by Dean of Gold Standard relocation Services. As moving date got closer I had concerns and questions about the move. After the contract was signed and deposit of over $2450 paid I was unable to speak to anyone about the move. I was concerned about how boxes and amount of furniture was going to transported. It said for only 20 packed boxes. I wanted to know what the extra $1300 for packing included. No one would respond to calls or emails. As the date to move got closer I cancelled due to the extremely poor service. Finally the day I sent emails the customer service rep called me back and asked me what my issue was. This was outside the cancellation window and the company knew this and this is why no one chose to respond to me. This company has agents who lie to the customers to get the job and then provide no service after they get your money. I would not cancelled if the company would have been receptive to the needs of the customer. It is a hook and bait operation. They are only brokers who take money and provide no service and prey on customers. They intentionally do not answer calls or emails until it is too late to get the deposit back.
I would like to see financial restitution and also see that the rating for this company is a "F". Gold Standard Relocation should be closed for their business ethics or lack of any.
Gold Standard addresses the consumers need for more communication from all of our staff . Moving forward , the moving industry has its own season , and the season normally starts in late May and ends at the end of September. In this short time frame , Gold Standard services over 500 moves successfully in a short season . Gold Standard keeps strict records on all accounts built with our clientele , any contact had with the customer is carefully documented by the Moving Coordinators and also management along with the customer service team . Shown through the notes , Gold Standard had contact with the customer up until the official pick up window . Our customers always receive a quality assurance call 24 to 48 hours before the first available pick up date . Quality assurance is to ensure the customer has a accurate inventory . This was the move is executed as smoothly as possible . *** was estimated originally at 1322 cubic feet . When Ms. Visser spoke with Quality assurance on 7-24 , her inventory doubled in size . Please attached job notes showing our interaction with Ms. through out before her first available pick up date . After the Quality assurance call , Ms. decided to go with the original estimate of 1322 cubic feet . All of our customers have this option , but are also advised that the movers will arrive and charge for any additional pieces the customer wants loaded . Gold Standard has to prepare the motor carriers ahead of time , and make sure the motor carrier is aware of the extra space the customer is going to need before the customer is officially serviced . Gold Standard has also attached the customer service contact list that was sent to Ms. email the day her move was verified . We have also shown through the attached job notes where our Customer Service Manager *** contacted Ms. to provide her with information , and *** left a voicemail for the customer to give Gold Standard a call back . Our customer service team is also available by phone 24 hours a day , 365 days out of the year . During the work up on the estimate , before the consumer books their move , our Moving Coordinators walk every consumer through each section of the contract . They are also required to explain the 72 hour cancellation policy . We also have numerous email accounts linked to our customer service team . Management has access to all email accounts , and thoroughly investigated Ms. complaint about lack of communication from our customer service staff . There were no records found of the customers emails being un-responded to by the customer service team . Gold Standard would like to service Ms. moving needs , and we want to inform her that her move is good for a full 12 months . The reservation can also be used for family and friends as well .
(The consumer indicated he/she DID NOT accept the response from the business.)I called repeatedly to all the contact numbers to get my questions answered. I even was at my financial institution prior to cancelling and the banker witnessed and listened to me repeatedly call Gold Standard with no answers. Initial contact was the sales part of the hook and bait deal. I could not get answers and time was running out. The company purposefully waited until after cancellation period to respond to me willfully knowing they would not return deposit. There should be some governmental agency that protect consumers from moving company brokers. I hope my experience will be shared to spare some other party the deceit and con that was done to me.
1-Delay in Pickup
2-Over Charged
3-Delay in Delivery-
Hello Sir/Mam,
I have below complain regarding my movers-Gold Standard Relocation.
1- Delay in Pickup
I gave my pick-up date for 06/26/2019 & 06/27/2019 but my pickup was delayed by one day and whole day I was told that driver is on way and finally he did not come and he came next day after noon. Due to delay and false information my travel was delayed and we got Monterey loss .
2-Over Charged
I got estimate for $1450 and after moving my stuff in truck they told me I need to pay $2000 as I have some extra stuff. I requested them to remove my item which is not in estimate list, but they denied it and threatened me to either pay the amount or they will throw the my stuff in parking and cancel the move. After long negotiation I agreed to pay $1850 .
3-Delay in Delivery-
Today is 36th day after my move but I did not receive my stuff. Initially they keep telling me I will get my stuff in weekend, but I Never get it. Now they are telling me my stuff will be delivered between 6th to 13th Aug and they will not pay any charges for delay.
I need my stuff should be delivered and bill should be revised and i should get late charges for my delivery
Gold Standard has acknowledged our customers frustration . Going back over the notes to the account for *** , on 6-27 Gold Standard received a call from the motor carrier scheduled to service the move on 6-26 and 6-27 , Supreme contacted us , and the customer to inform everyone that the moving team was running late due to bad weather conditions . Customer service then informed the customer that the pick up dates and time frames are only estimated windows. Our contract states this in section 14 .ALL PICKUP, LOAD AND/OR DELIVERY DATES ARE ONLY ESTIMATES. GOLD STANDARD RELOCATION LLC. WILL NOT BE RESPONSIBLE FOR LOSS OR DAMAGES INCURRED BY UNAVOIDABLE DELAY. GOLD STANDARD RELOCATION LLC. WILL ACT ON THE BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THERE ARE ABSOLUTELY NO GUARANTEES MADE, EXPRESSED OR IMPLIED REGARDING PACK, LOAD, AND/OR DELIVERY DATES. " Gold Standard took responsibility for the unforeseen weather conditions , we also offered to apply a discount for the customers trouble . Through verification , we advise the customer not to make major travel arrangements during or around the two day pick up window , we have now changed the procedure , we advise the customer who needs to travel , to have a " stand in " person to over see the move take place if the customer needs to travel during the move window . *** signed and agreed to a fair price for the additional inventory with the moves , and also signed for a first available date of 7-5-2019 . We have explained that the motor carrier had 3 to 21 business days from that date to deliver the items . Each day we have responded to the customers emails , and followed up on the delivery . We are only able to give the information that is provided to us by the motor carrier . At this stage , we recognize that the motor carrier is well outside of the 21 business day window , and we are actively seeking compensation for our customer . We have also provided all contact information for Supreme Van lines to our customer , this way *** is able to communicate with all parties involved until his delivery is completed .
(The consumer indicated he/she DID NOT accept the response from the business.)
My Pickup was schedule on 26th June and 27th June was backup date. As per my conversion with Gold Standard I was assured if due to any reason if pick up will not happen on 26th June, then pickup must happen by 27th June.
Based on that I planned my travel and informed GS regarding that.
Screenshot is attached for your reference.
On 27th Morning I called GS and they told me driver is on the way and will be at my place by noon When driver did not come by noon and then I tried to call GS and driver but did not any response as no one was picking the call .
I got update from GS due to storm there is delay in move, but they assured me my move is going to happened on 27th June itself however I spoke to drive at given number, and he told me he is not coming today as he had some other pickup and he is running late.
I never got any discount from GS as mentioned in the mail for delay in pickup.
GS always provided inaccurate and wrong information and because of that I lost my whole day and I had to rescheduled my travel which cost additional amount to me. I was always in dilemma to trust whom?
Attached Screenshot for conversion through email
From the beginning GS is providing false and inaccurate information. As they mentioned in their response my 1st pick up date was July 7th which is wrong. I gave my 1st delivery date June 30th.
Attached screen shot.
Policy for late charge is also inaccurate as mentioned by GS. As document signed while pickup I should my stuff within 14 days of my 1st delivery date. Attached screenshot for the document .
Today (08/17/2019) is 50th( day of my move but did not receive my house hold item yet. Please imaging how I am managing my day to day life without my stuff. Every time GS is giving me date but there is no delivery happening.
Below are screenshot of GS responses for my delivery status .Every time there are coming with new date.
Attached document pointwise my concern and Gold standard response
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't agree with GS answer as due to below reasons
1-I did not get any compensation for delay in pick up.
2- penalty for delay was not good enough as there was delay for 31 days and as per penalty clause I should get $ 775
per Gold Standard we have tried to the best of our ability to resolve this matter with the customer . The motor carrier provided a large discount upon delayed delivery and also applied a discount for the delay in the pick up . Gold Standard has also issued a refund agreement to the customer , that the customer still has not signed so the refund can be processed . We also requested proof from the customer for the delay in travel expenses , that have not been provided . The motor carrier honored the discount off of the remaining balance at the time of delivery per the carrier tariff , and Gold Standard issued a refund agreement to accommodate the customer for the inconvenience. We have done our part as a company to resolve the issue with the customer and will now email all documents in to the Revdex.com to show as proof . We are requesting for the Revdex.com to consider the amount of time , and accommodation that was and still is invested in the customers move , and now complaint status .
refund agreement signed payment has been processed requesting for the Revdex.com to consider this matter resolved
The first pdf file did not load in our previous email
Chose this company specifically because of their price guarantee. After a VERY extensive and specific inventory with a representative the cost still doubled from the original quote. Hidden fees. Had to call dozens of times to try to get clarity on why they kept raising the prices at every stage of the move. No communication on delivery window and then they lost several items. Decided not to file an insurance claim because they were so exhausting to even try to get ahold of for a real answer.
We are sorry to hear this considering that the last time we spoke everything seemed fine.
SAM 06/14/2019 11:24:55 AM(Customer Service) Got bol (Bill of Lading) , called customer, he is understanding with his overages, I got 125.00 off the staid fee, based off the BOL (Bill Of Lading) he is going to be paying 1157.72 minus the 125. plus he need shuttle fee of 400.00 upon delivery, customer is aware of all these charges and is happy at this point in time. Thanked me and I also told him about claims if necessary. Please keep in mind that you were also delivered in 11 business days from the your pick up date.
So if there if anything else we can do to help fix this situation please let us know we are willing to help you in any way possible.
DO NOT USE THIS BUSINESS. My first contact Gold Standard was on May 21st 2019 when I first began to express great concern regarding the ability of Gold Standard to meet my moving needs. The sales representative spoke with me over a two day period explaining the different events as they unfolded with the company and how there was a new devision established out of Sarasota Florida to take care of customers and give then the highest level of service expected. Fast forward to the details of the move with a 2 day window for moving on June 19th, late afternoon, or anytime on June 20th. After countless delays the subcontracted moving company - BROOKLYN MOVERS arrive at 8;30 pm on the 20th (after changing the expected arrive time four time) and began the process of loading my belongs from my 780 sq.ft. One bedroom, one and a half bathroom. The movers left at 4 am on the morning of June 21. When asked the earliest delivery date, I shared my time line of June 28th being the first day I would be able to be in San Mateo CA and could received my belongs. The representative from Brooklyn Movers then added the latest day to accept and move the items as JULY 28th. I received my belongs on JULY 31st.
Fast, forward through different dates from June 28th until July 31st there were constant and consultant phone calls with the different representatives from both Gold Standard Movers and Brooklyn Movers and the excuses started coming fast and furious. The culminating one was on July 30th when the driver from Brooklyn movers called and said he wasn't able to get my items to me on July 30th because the truck had a mechanical issues - this was the same excused used by Brooklyn Movers twice earlier. The representative from Gold Standard Movers also called to say the movers were not able to make it today because my items were the last load on the truck and they won't get to me until July 31st. When I shared the other story from the truck driver at Brooklyn Movers the representative from Gold Standard Movers said 'I think he told you that to lesson the blow!'
Fast forward to July 31st. My items arrive on a uhaul rented truck (they were picked up from a budget rental truck) and they won't unload until the remaining balance was paid in full ($2522.00) which included the $460.00 rental fee for the smaller truck.
As the items were unload the broken furniture began to arrive, broken legs on finer pieces of furniture as well as 15 inch piece of solid wood broken off the top of a chest of drawers. The individuals subcontracted from Brooklyn Movers accepted no responsibility for the broken items - only to say they unload the truck that was loaded at the warehouse.
Additionally, there were 3 other customers belongs mixed in with my items - including items which were at the surface seemed illegal to carry across state lines.
After placing calls to both Gold Standard Movers who told me there was little the could do except send me the information to file a claim, I called Brooklyn Movers. The representative there said that broken and missing items were to be expected given the distance from Madison Wisconsin to San Mateo and that these things happen!!!!!!!!!
The final piece of this story is the randomness of the increase in cost. The original quote was ~3600.00 and the final cost being ~5700.00 because of the extra cubic feet of560 quoted form Gold Standard and the 970 cubic feet measured by Brooklyn Movers.
My damaged items are valued at $0.60 a pound.
As a customer my experience leads me to this statement. The customer has no rights. The brokers and subcontractors get this fees and payments upfront and they know how to pass the buck when things go wrong.
I would not recommend GOLD STANDARD or BROOKLYN MOVERS given my experience over the last 50 days. I am happy to be contacted and discuss this situation with who ever would like to go into details and/or investigate these companies for their business practices.
We are sorry to hear this considering that the last time we spoke everything seemed fine.
SAM 06/14/2019 11:24:55 AM(Customer Service) Got bol (Bill of Lading) , called customer, he is understanding with his overages, I got 125.00 off the staid fee, based off the BOL (Bill Of Lading) he is going to be paying 1157.72 minus the 125. plus he need shuttle fee of 400.00 upon delivery, customer is aware of all these charges and is happy at this point in time. Thanked me and I also told him about claims if necessary. Please keep in mind that you were also delivered in 11 business days from the your pick up date.
So if there if anything else we can do to help fix this situation please let us know we are willing to help you in any way possible.
I am confused regarding the comment 'your items were also delivered in 11 business day from your pickup date. The pickup date as June 20th and items were delivered July 31st. The conversation with Sam was there was a 30% refund from deposit for compensation for lost and damaged items. This was based of an email from Sam dated 8/1/19.
We Apologize this response was meant for another customer .
We do apologize about any inconvenience you may have experienced with using our services We are trying to work with you throughout your move and make sure we can come to a mutual understating.
As far as the additional fees. This is not true If the movers can park next to the elevator they will still charge you if they have to walk more than 75 feet from the elevator to your door step. I understand if their was a miss communication with you and brad but please see the top section of the estimate that you signed with us.
Parol Evidence Rule:
As herein defined, the Parol Evidence Rule states that both parties put their agreement in writing, and all previous verbal statements come together in this writing, and this written contract cannot be changed or modified by parol (oral) evidence. In other words, once this contact is accepted this written agreement takes precedence over any verbal descriptions made by Gold Standard Relocation LLC through the process.
We do not deal with the claims process. This would be done through your movers. As stated yesterday , Please go through all of your belongings so you can document what you are missing and what is damaged. Only one claim can be filed per household. Please remember you have up to 90 days to file your claim. Please file your claim at www.csipros.org or call 772-742-5246 ext 640 for assistance. Let me know if I can be anymore of assistance.
We want to work with you step by step to make sure we can you are happy with the outcome, we do understand how frustrating moving can be and want to assure you that we are doing everything we can to get this situation resolved.
In additional GSR can offer you 30 percent of your deposit to help you with your damaged items. Please let me know if you would like to proceed with this.
Please let us know how you would like to proceed. Thank you and have a great day.
No services where rendered by Gold Standard. There is a disconnect in communication between them and their carriers.
SERVICES NOT RENDERED
The carrier screwed up the pick up date. My belongings where to be picked up on a Friday/Saturday 5/31/2019-6/1/2019. The carrier called me on the day before Thursday 5/30/2019 at 10:30 am to pick up my belongings. He said he was on his way. I was in no position for them to pick up the day before the scheduled service date. I couldn't accommodate their screw up with the date. I was at work and couldn't leave. When trying to communicate this to the carrier the he became flustered and agitated. His attitude turned sour when I said that the date was wrong. He wouldn't provide his name or contact information. He also asked for more money. Keep in mind he hadn't even laid eyes on my belonging yet or seen the facility my items where stored in. While on the phone he asked about the contents of my storage unit. I explained to him what was in the storage unit. The same contents given to Gold Standard. In fact Taylor said that my area or cubic feet number was an estimation to be safe so that I wouldn't incur additional charges. The carrier was ill prepared to even ask for more money.
This has been a bad experience all the way around. This company takes no responsibility or accountability for the carriers that they contract with. Since the carrier is representing Gold Standard you would think that Gold Standard would do their due diligence when vetting carriers. If you're truly Gold Standard then you should do a better job in your carrier vetting. Otherwise the carrier screw ups is going to ruin you. You try to justify keeping my money with your sketchy contract wording. You try to say I refuse or deny service. This is absolutely not true.
I immediately informed Gold Standard Relocation on the same day Thursday 5/30/10 that your carrier called to initiate pick up. I spoke to Taylor and explained to him in detail what was going on. Taylor said he was going to talk to customer service and have customer service call me back. I didn't receive a call back from customer service or Taylor that day or any day after regarding pick up. No services where rendered. There was no offer for service or resolution after 5/30/19. Instead Gold Standard tried to claim that I added more inventory and I refused service. I didn't add more inventory. The pick up price was based on the original quote. There was no additional inventory added so the carrier shouldn't have been asking for more money. They also said they showed up at my residence and I refused service. This is a lie. My belongings where in a storage facility and the day the carrier called ( a day early) I was at work and couldn't leave to accommodate an early pick up.
There was never any apology or accountability from Gold Standard. This company immediately goes on the defensive to make the customer seem like they are not fulfilling the terms of the contract. Miscommunication between Gold Standard and their carrier screw up doesn't entitle them to keep my money. It's not right and fair business practice. Your company doesn't deserve the name Gold Standard Relocation.
I never refused service or added inventory contrary to Gold Standard's rebuttal. I deserve full credit of my deposit $1239 I didn't break the contract. A miscommunication between Gold Standard and their carrier is the cause of the issue.
Gold Standard addresses the miscommunication between the customer and the motor carrier we provided to service this move . Our verification department always provides a customer service contact list to all of our customers after they have verified all information and details about their move . This list was provided to Ms. by Taylor to her email , the day she booked her move . We encourge all of our customers to utilize the contact list , just encase they are unable to reach their moving coordinator . Ms. was called on 05/28/2019 to go over their inventory one more time before the movers arrived , we call this our Quality Assurance call . Ms. had more belongings than expressed during the booking process and price was adjusted accordingly . Ms. then expressed she would not be able to pay for her revisions , she requested to go back to her original estimate .
All of our moves are based around trucks that are available in the area at the time services are needed . We try to accommodate our customers preferred pick up dates , but again all pick ups are only estimated dates and time frames . The truck can arrive a day early , and or a day late , it just depends on what the logistics are . Ms. never reached out to customer service nor the dispatch manager with Gold Standard to inform us directly that the movers arrived , she also did not utilize anyone in customer service and or dispatch email addresses to inform us that the movers asked for more money during a phone call . Our movers did call us directly to inform us that they did in fact arrive to Ms. storage unit , and that they did in fact assess the inventory , and that Ms. had more inventory then what she signed for . At this point Ms. refused service and canceled the move entirely .
Gold Standard has now since changed the dispatch department , and our vetting procedures when selecting our Motor - Carriers . We have also updated our Re-dispatch policy , and offer this service to our customers , as long as they agree to extend their pick up window . This option would have been made available to Ms. on 5-30 -2019 if the driver who contacted her by phone to confirm her pick up time made her feel uncomfortable or tried to extort her for extra money . Gold Standard would have came to a resolution with Ms. and been open to a resolution , unfortunately we are unable to offer even a partial refund due to Ms. being in " charge Back " status with her credit card company .
I was just informed by my financial institution that this case is no longer in charge back status. There should be some option for refund. In their response to my complaint Gold Standard stated that their carrier showed up to the storage unit facility and assessed my inventory. This is a lie. You need a code to the gate and a key to the storage unit to get in. Since I was not physically at the location there is no way that they were able to access my belongings. The carrier never laid eyes on my inventory.
Remember I was at work when the carrier called. I reached out to Gold Standard customer service and Taylor to inform them of the error by their carrier regarding pick up. I informed them that the carrier asking for more money and the date is wrong. I informed them on the same day the carriers called me. Their statement saying that I did not not contact them is a lie. I did not cancel the move the carriers did not show up on the move date that was agreed to.
Gold Standard acknowledges the customers frustration , and it is hard to know exactly what transpired during the pick up in the phone calls with our customer and the movers . The customer did have a quality assurance call before the move was set to take place , and the inventory doubled . The customer in fact did inform quality assurance that they wanted to go back to the first estimate . When this happens , quality assurance always advises our customers that they will be responsible for transporting anything not listed on the original signed estimate , or working the cost out with the movers at pick up .
Gold Standard is willing to work with the customer at this time. We would like to offer a 10% refund , please contact customer service to resolve this matter .
(The consumer indicated he/she DID NOT accept the response from the business.)
Gold Standard's statement saying that the inventory doubled is in fact NOT TRUE! As I've stated before the carrier never laid eyes on my inventory because they never made it to the storage facility. My only contact with the carrier was on the phone. My belongings where to be picked up during the window of time Friday/Saturday 5/31/2019-6/1/2019 as annotated in the contract. The carrier called me on the day before which was Thursday 5/30/2019 at 10:30 am. They indicated that they were on the way to pick up my items.
I was in no position for them to pick up the day before the scheduled service date. I couldn't accommodate their screw up with the date. I was at work and couldn't leave. I would have to leave work and travel to the storage unit to let them in, and I was in no position to do so. I communicated this to the carrier. The carrier became verbally unprofessional and bitter because I would not yield to their demands to pick up and more money. I immediately informed Gold Standard (I spoke to Taylor Mick) via telephone on 5/30/19 of what transpired during the call. He listened to my concern and frustration and said that he would forward the information onto customer service. He assured me that someone from customer service would call me back.
Neither the carrier nor any representative from Gold Standard Relocation attempted to contact me on or during the actual scheduled window of time for the pick up/ move date Friday/Saturday 5/31/2019-6/1/2019 as annotated in the contract. Additionally I was never offered the opportunity for another pick up date or time. I did not cancel the move!!!
In a previous response from Gold Standard Relocation they stated, "Gold Standard has now since changed the dispatch department, and our vetting procedures when selecting our Motor - Carriers. We have also updated our Re-dispatch policy, and offer this service to our customers, as long as they agree to extend their pick up window. This option would have been made available to Ms. on 5-30 -2019 if the driver who contacted her by phone to confirm her pick up time made her feel uncomfortable or tried to extort her for extra money.
I appreciate the fact that Gold Standard will now vet carriers better and have updated their re-dispatch policy. I'm asking for a 40% refund of my deposit so that we can settle this matter. If this is acceptable I would also like to be provided with a specific point of contact from Gold Standard to deal with so that there's no more confusion. I look forward to a resolution.
Gold Standard values all of our customers , and we believe the issues before Ms. move was a complete miscommunication .
Gold Standard has now had contact with Ms. over the phone , we were also able to speak with her about the conversation that took place between her and the driver from the moving company . We have now compensated Ms. for any inconvenience the movers may have caused her . We were also able to explain how we have changed our procedures especially if the motor carrier tries to do an early pick up . We have always required all of the vetted carriers we work with to do an official walk through with the customer and assess the complete inventory . The price should not change until the inventory has visibly been seen , and the customer understands completely if any additional services are needed . We also encourage our customers to contact our emergency line if they have any concerns or questions . Please see the attached refund agreement from Ms. , and please consider this matter to be resolved . Gold Standard is also available to Ms. if she has any questions .
(The consumer indicated he/she DID NOT accept the response from the business.)
While it is true that I have been in contact with Gold Standard speaking directly to Jen B I do not consider this issue resolved as of yet. I did sign a refund agreement and sent it back on Oct 9, 2019 via email. I spoke with Sam to verify my mailing address so that a refund check could be sent, but have yet to receive it. I'm happy to update my response once the matter is completely resolved. I have emailed Jen B today Oct 28, 2019 to see if I can get an update on the refund status.
As of Nov .7 2019 , the check that was issued to Ms. was received , and our accounting department has record of the check being deposited . Gold Standard has worked with the customer in resolution ,and have well documented emails and the check stub if the Revdex.com needs this documentation to consider this matter resolved . We also suggest if the customer needs any further assistance , to contact customer service with Gold Standard .
On November 5, 2019 I received a check in the mail in the amount of $350 from Gold Standard Relocation as per the refund agreement. Please consider the Revdex.com complaint closed/resolved.
The job was not completed, along with many items being damaged.
Upon the arrive of the driver, many items (that was discussed two days prior) was not present inventory sheet during the walk through. Once the walk through was complete the driver discovered that to update the inventory it would be an addition charge $1,500 more than estimated. After two hours of going over things the drive and I came to an agreement that everything in the house will go and the price at this point was locked in. Halfway through the loading of the truck the driver began to get frustrated and decided he was no longer to load the truck and his exact words was "I am unloading your stuff unless you pay for the next person space". The company sent the wrong size truck and assumed my items with the two other stops would fit on this small truck. At this time the drive began to unload the items.
I was in constant communication (well documented e-mails, and phone conversation) with the staff at Golden Standard Relocation. I was promised at the begging that my items would get moved and my prices would not increase. In the end of the contact with this company I was left with broken items and a deposit of $950 that was taken.
I have items that have a been broken and damaged that I would like to have fixed or replaced. Due to the driver frustration and refusal to work with the movers to pack the truck, he voided the contact and refused to continue the job and because of this I feel my deposit should be returned.
We are understand the customers frustration , and Gold Standard strives to service every single move that we book successfully . This " move " particularly was given a large amount of time and a lot of communication with the customers , the movers and our customer service team . The movers provided insight into how many hours the driver and his team were on location on July 17th . The customer called in at 5:30 pm as shown through the job notes see attachment 1 . Our customer service team then proceeded to assist the customer until 12AM , the morning of July 18th trying to come to a reasonable agreement for the customer and the movers. In total , this was a seven hour labor cost , that the customer was not charged for , Gold Standard covered the additional labor cost , because the movers were unable to service the following move that was on their schedule for July 17th. Each move on a loading trucks route is precisely planned for , and each space is reserved ahead of time . When there are complications during a move , it cause scheduling to back up , and it also delays other moves that are on that truck scheduled route . This is why the customer was asked if they would like to purchase the extra space for the next move . As shown through the attached email see 2 , customer service sent the customer an escalation email explaining all options , and we also advised the customer to stick to the original signed inventory with Gold Standard . First the customer did in fact agree on the extra expense for the extra inventory , then continued to take items off . The customer signed and reserved space for 927 cubic feet at 3.00 a cube . Our movers will always honor that if the customer agrees to only load exactly what is on the inventory with Gold Standard . Please see attached inventory that the customer signed for . Attachment 3 . Yes , our moving coordinators guarantee that the price will not increase if the shipper is clear about all inventory . We understand that its tough to account for all inventory in just a short phone call , so we have a Quality Assurance team to follow up with the shipper before the first available pick up date . In this case , from the job note attachment 1 Garin from Quality Assurance reached out on two separate dates to go over the inventory with the customer and as shown through the notes customer expressed concern about overages ( additional inventory ) and Garin advised them at that point to have the movers only load what was on the inventory , that it would bring the customer to exactly 927 cubic feet . As shown through documentation , we tried to be very clear and transparent with the customer even before the move was scheduled to take place . The movers spent time and effort trying to come to a resolution with the customer and due to DOT regulation on so many allotted labor and driving hours the movers are aloud to physically work , had no choice but to unload the customers items . The items were never transported , as shown though attachment 4 the customer service manager then explains through email why a claim could not be filed no services were rendered . Our customer service team stayed in contact with the customer until the next day trying to come to a resolve . Gold Standard did offer for the move to be re-dispatched and re serviced by a brand new motor carrier . We always offer to re-dispatch when the customer has unexpected overages , as long as they agree to extend their pick up window 3 to 7 days , and that they also agree to have revisions made with Quality Assurance . The 950.00 deposit was split up on space needed in the truck , the fuel surcharge and to cover the labor cost to the movers who spent 7 man hours loading and unloading the truck . We are happy to re-book the customer and offer our moving services , we can also provide a different motor carrier , and apply a reasonable discount as well .
Document Attached***
I have responded to this in a timely manner.
The company information that was posted was incorrect. I also posted pictures for reference in this matte.
My family was never giving the opportunity for another pick up date or time. Items of mine was broken by the driver and this company and they are refusing to fix or give back my deposit for a job they did not complete due to their company refusing.
Gold Standard has displayed appropriate documentation to our previous response to the consumer . Sharon C. Customer Service Manager spoke with the ***'s the morning after the move was set to take place , and volunteered to re-dispatch the ***'s move . The ***'s had much more inventory than what was provided on the inventory given to the Moving Coordinator , and again during Quality Assurance . We would gladly place the ***'s move on hold , and it will be good for a full year . Once they are ready to move , they will need to go through another quality assurance call , and provide all inventory , this way when the new movers arrive they will have an accurate inventory. Gold Standard has now provided an invoice from Chicago Moving Systems as well please see attach 1 . Due to labor costs , fuel , and scheduling changes , the full deposit was used to cover the expenses and the motor carriers loses . Due to the move being a refusal of service , a claim can not be submitted at this time , but the damages can be reported to the motor carrier . See section of our contract that gives details on filing a claim : 4. CUSTOMER HAS HIRED GOLD STANDARD RELOCATION LLC. AS A MOVING COORDINATOR/SHIPPER AGENT/BROKER AND NOT TO HANDLE OR OTHERWISE PARTICIPATE IN A MOVE AS A CARRIER IN ACTING AS A SHIPPER AGENT ONLY, GOLD STANDARD RELOCATION LLC. IS NOT RESPONSIBLE FOR ANY ACTS OR OMISSIONS OF THE CARRIER OR ITS EMPLOYEES OR AGENTS. CUSTOMER MUST PURSUE THE CARRIER FOR ALL CLAIMS FOR PROPERTY DAMAGE AND PERSONAL INJURY OR DEATH, INCLUDING WITHOUT LIMITATION, ANY CLAIMS FOR DAMAGE TO PROPERTY, LOST OR STOLEN GOODS, DELAYED PICKUP OR DELIVERY, ACTIONS OF ESTIMATORS, DRIVERS, PACKERS OR MOVERS, OR OTHER TYPES OF CLAIMS. GOLD STANDARD RELOCATION LLC. WILL ACT ON BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THE CARRIER'S MAXIMUM LIABILITY IS LIMITED TO THE LESSER OF THE FOLLOWING: (A) THE AMOUNT OF THE ACTUAL LOSS OR DAMAGE, (B) AN AMOUNT EQUAL TO SIXTY CENTS (60 CENTS) PER POUND MULTIPLIED BY THE ACTUAL WEIGHT (IN POUNDS) OF THE LOST OR DAMAGED ARTICLE; OR (C) THE LUMP SUM DECLARED VALUE.
Gold Standard is offering to re-service the customers move at this time , after gaining a current and accurate inventory . We have also covered the cancellation fee as shown on the invoice from the motor carrier Chicago Moving Systems , which normally gets billed to the consumer when refusing service , or canceling the move during the estimated pick up dates .
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again, I have provided picture of the moving crew taking the first 3 hours moving another family items out the truck then reloading them. Once the crew was done with reloading the truck they then began to load my items. The driver refused to continue the move.My family was ready and needing to move the night of this incident.My child already have a medical procedure set up in Texas. No one ever contacted us with the option of taking another truck. Due to such horrible customer service and unprofessionalism we would never use or recommend this company. We deserve our money back for broken items and the company failing to continue the move.
I WOULD NEVER WORK WITH THIS COMPANY. THE BIGGEST JOKE IN MOVING. YOU'RE BETTER OFF RENTING A UHAUL AND MOVING YOURSELF. THEY HIDE REVIEWS FROM MULTIPLE PEOPLE WITH HORRENDOUS EXPERIENCES. Never use this company. They called me 27 times within one week, harrassing me to book a move with them. Then, once I told them I was uninterested they decided to be racist and call me the N- word THROUGH TEXT MESSAGE and proceed to be completely unprofessional. NEVER EVER USE THEM. BIGGEST UNPROFESSIONAL JOKES. REPORTING TO Revdex.com.
s. He said he would have his "human resources" department reach out about rectifying the situation and he also noted he would have the RACIST EMPLOYEE write me an apology email and receive disciplinary action.
NEVER USE THIS. You will regret it.
Most importantly they have a bunch of racist people on their staff and don't mind talking to potential customers any disrespectful way. One of the company's employees JOHN H. - called me 27 times within one week, harassing me to book a move with the company like a telemarketer. Then, once I let him know I was uninterested, he proceeds to say on the phone "***!" then text me sarcastic AND RACIST remarks CALLING ME THE N WORD (SEE PICS ATTACHED)! How is that professional conduct?!!? The alleged "head" of the company JOHN C. called me profusely apologizing, offering a discount but I have no interest in working with these s
Well no real action was taken. I got a SLOPPY email from both a FAKE HUMAN RESOURCES department a week later (SEE PICS ATTACHED) with no subject saying "apologize we couldn't come to an agreement" WHAT?!!?! I don't need you to apologize for a lack of an agreement, I need you to apologize that your company employees RACISTS. Finally, days after that, JOHN H. writes me a sloppy email as well saying "I would like to send my sincerest apology for my unprofessional conduct." (SEE ATTACHED). No JOHN, I NEED YOU TO APOLOGIZE FOR BEING A RACIST IN 2019 AND CALLING ME THE N -WORD.
Then it gets worse, the manager tries to call me and offer me a $3,500 move talking about that's a 60% discount for my treatment. Well, it doesn't take a genius to see that a move from Phoenix to Denver (with a 60% discount) would not equate to $3,500. I told him 11 there prices I received from reputable companies with 4-5 stars and all of a sudden JOHN C. emails me again knocking $500 of the price. Somehow they found a fair cost. BASICALLY THEY TRIED TO SCAM ME, AFTER BEING RACIST. ENOUGH IS ENOUGH.
I WOULD NEVER WORK WITH THIS COMPANY. THE BIGGEST JOKE IN MOVING. YOU'RE BETTER OFF RENTING A UHAUL AND MOVING YOURSELF.
RACIST. PERIOD. SHAME ON YOU ALL.
This company subcontracted another to move me from LA to Indianapolis 4 months ago. I still don't have my things and no one will respond to my emails.
In March of 2019, I entered into an agreement with Gold Standard to move from Los Angeles to Indianapolis. Gold Standard subcontracted with another company, Coast Transport, to execute the move. The movers came on March 30. Today is July 9. I still don't have my things and no one at Gold Standard or Coast Transport will respond to any emails or calls. My last contact was in early June, when Coast Transport said that they were going to auction off my things if I didn't agree to pay an additional $2000 above contract for them to deliver my belongings. When I asked for additional documentation to show that I owed more money, Coast Transport sent a doctored version of my contract. When I refused to pay, they stopped responding to me, as did Gold Stanard. I have multiple emails to Gold Standard and Coast Transport confirming the above, along with email delivery receipts. My contact at Gold Standard was Brad Fink; I last emailed Fink on 6/18, and he did not respond. I have been living for nearly 4 months with none of my belongings, and I can't even get someone to respond. I am happy to forward copies of my emails, attachments, delivery receipts, contracts, or any other documents to the extent they would assist in resolution of this matter. Thank you.
Again, I have lived for nearly 4 months without any of my belongings, after a cross-country move. I want my things and I do not want to pay any more money to these companies. I also would like to resolve this without resort to a civil lawsuit, but I am prepared to file one if necessary.
Contact Name and Title: Jenn B. Dispatch
Contact Phone: ***-***-4846
Contact Email: ***@goldstandardrelocation.com
Gold Standard understands Ms. frustration , and we would like to assist in coming to a resolution for Ms. . At this time Ms *** has taken legal action and is now representing herself . Gold Standard is now working diligently with Ms. to resolve the miscommunication with the Motor Carrier Coast Transportation . Gold Standard would like to clear up the confusion in the customers complaint that we are in fact a moving broker , not a moving company . This can be found at the top part of the customers estimate , before the electronic
signature . See copied of section from estimate
This is an agreement between the customer listed above and Gold Standard Relocation LLC., all pricing is based on the inventory list intended for shipment as provided, detailed, and disclosed by the shipper. Gold Standard Relocation LLC is a moving broker (Fla. Broker Reg. No *** who is hired by the shipper to determine the estimated and binding price to transport their listed and disclosed items only, and to then broker that specified shipment to a licensed transporting carrier that agrees to service the shipment reserved at the price agreed. Shipping cost is determined by the list of items to be transported as disclosed by the shipper. Gold Standard Relocation LLC provides binding price estimates based on the inventory and services disclosed and provided by the shipper. The shipper is herein aware that items not listed or disclosed are not provided or included in this binding estimate. It is important that the shipper include all items intended for transport, the accuracy of our estimates is solely based on the accuracy of the inventory provided by the shipper.
Gold Standard did in fact dispatch Ms. move to Coast Transportation , Coast Trans is one of our trusted motor carriers .Coast Trans has made attempts to arrange delivery with Ms. . See copied notes attach 2 : Both times Ms. could not accept the shipment , and was advised to make arrangements to receive delivery to avoid re-delivery fees . Due to not being able to accept delivery both times , the customer has now acquired storage fees as well . Coast Trans has offered to wave the re-delivery fees , but still need payment for storage . Gold Standard now encourages all of our customers to prepare for delivery before their move is officially picked up so any extra fee's can be avoided . Gold Standard understands the customers concern with communication, and we are now apt to follow up with her more frequently until resolution can be made and her shipment is returned . Please see attached emails from Brad *** and Ms. representation at that time . Each time Ms. emailed and or called , Mr. responded to her and her representative , and he also sent the information to Gold Standards escalation department . As shown through attached email Sam G is now assisting the customer and responding to her as she represents herself . Gold Standard is here to assist our customer , and our goal is to come to a reasonable agreement with the motor carrier in order for the customer to receive her delayed delivery .
This is a follow-up complaint to my initial complaint of July 10, 2019 regarding my efforts to get my things delivered. It remains unresolved.
On July 10, 2019, I reported that Gold Standard had yet to deliver my belongings, which were picked up by the company on March 30. In that time, I've been in contact with "Sam G," who has refused to provide any written documentation that I owe more than 3x the final contract I signed when my things were being picked up. I've received emails referencing the inability to find my paperwork, and multiple varying balances owed with no resolution. My signed contract reflects a balance owed of ~$650. The company now states that I owe more than $1300 due to "overages" that were not part of my contract, and an additional $350 for storage of my thingsdue to the fact that I refused to pay more than double the amount owed. I have documented everything in writing, and now the company is threatening to auction off everything that I own if I don't pay a usurious amount that clearly isn't documented anywhereI am at the point where I will need to file a lawsuit (and likely seek an injunction to protect my belongings), and I'm furious about the fact that my time and energies are being wasted in this manner. My things are being held hostage so that this company can make more money off of me than contracted, and now I'm in fear that they're going to sell things that are irreplaceable if I don't cave and just give them the money. It has been more than four months since my move. This entire situation has been a nightmare.
I have offered to pay the amount owed in the contract (~$650) to get my belongings back. The company has failed to provide any documentation showing that I owe more than that, and as a contract attorney myself, I know that the contract they're attempting to enforce is unenforceable. I want my belongings, I want the company to stop threatening me, and I don't want to wait any longer for this to resolve.
Gold Standard has now assisted the customer in receiving the shipment from the motor carrier . We have provided the customer with the motor carriers payment information also . Once the carrier confirms the payment is received from the customer , the shipment will be loaded and delivered . We are still actively communicating with the customer until we confirm that she has received the delivery .
This is a follow-up complaint to my initial complaint of July 10, 2019 regarding my efforts to get my things delivered. It remains unresolved.
On July 10, 2019, I reported that Gold Standard had yet to deliver my belongings, which were picked up by the company on March 30. In that time, I've been in contact with "Sam G," who has refused to provide any written documentation that I owe more than 3x the final contract I signed when my things were being picked up. I've received emails referencing the inability to find my paperwork, and multiple varying balances owed with no resolution. My signed contract reflects a balance owed of
$650. The company now states that I owe more than $1300 due to "overages" that were not part of my contract, and an additional $350 for storage of my thingsdue to the fact that I refused to pay more than double the amount owed. I have documented everything in writing, and now the company is threatening to auction off everything that I own if I don't pay a usurious amount that clearly isn't documented anywhereI am at the point where I will need to file a lawsuit (and likely seek an injunction to protect my belongings), and I'm furious about the fact that my time and energies are being wasted in this manner. My things are being held hostage so that this company can make more money off of me than contracted, and now I'm in fear that they're going to sell things that are irreplaceable if I don't cave and just give them the money. It has been more than four months since my move. This entire situation has been a nightmare.
I have offered to pay the amount owed in the contract (
$650) to get my belongings back. The company has failed to provide any documentation showing that I owe more than that, and as a contract attorney myself, I know that the contract they're attempting to enforce is unenforceable. I want my belongings, I want the company to stop threatening me, and I don't want to wait any longer for this to resolve.
Gold Standard does not have physical possession of Ms. house hold goods . The Motor Carrier Coast Trans has the goods stored in their warehouse , and Coast Trans is currently awaiting payment from Ms. for the additional storage fees accumulated due to the customer not being ready to accept her shipment when the Motor Carrier sent the items out for delivery . Sam G. Standard Customer Service Representative has been in communication with Ms. , and Sam is assisting Ms. in resolving the issue with Coast Trans . As shown through attachment 1 . Gold Standard is awaiting for Ms. to respond , Sam made available the balance she needs to pay through email and over the phone . The motor carrier is acting accordingly through the contract , and through Gold Standards contract payment can be requested before the delivery is scheduled to be shipped out . Extra storage , extra inventory ect . See Section 6. CUSTOMER WILL BE SUBJECT TO ALL APPLICABLE LAWS AND THE GENERAL TERMS AND CONDITIONS OF THE CARRIER, WHICH SHALL INCLUDE WITHOUT LIMITATION, A REQUIREMENT THAT PAYMENT IN FULL OF ALL CHARGES IS DUE BEFORE UNLOADING OF THE GOODS IN ACCORDANCE WITH THE CARRIER'S LAWFUL LIEN ON THE PROPERTY.
Gold Standard in fact resolved the re-delivery fees Ms. acquired on May 5 , where she was unable to accept delivery of her goods . The paper work was also provided to Ms . *** the day her goods were picked up , she was issued a bill of lading , along with an inventory sheet . These documents will be made available to her again once storage fees are paid , and the delivery is completed . Gold Standard is now awaiting an answer from the customer through email and will continue to assist Ms. in resolving the issue with Coast Trans .
Gold Standard has now assisted the customer in receiving the shipment from the motor carrier . We have provided the customer with the motor carriers payment information also . Once the carrier confirms the payment is received from the customer , the shipment will be loaded and delivered . We are still actively communicating with the customer until we confirm that she has received the delivery .
Hello Mary ,
This email is pertaining to *** :
Gold Standard has attached documentation that we provided the customer with the wire information to the motor carrier . *** has a remaining balance and storage fees that need to be paid in order for the motor carrier to deliver her ( mind you this is the 2nd attempt at delivering her goods , the customer was unable to receive the shipment on the first attempt hence the additional storage fee ) The motor carrier will load and deliver the items as soon as the customer sends in the payment and we have assisted her in obtaining this information .
As shown through the job notes Sam G. goes to great links to communicate and assist the customer through this providing her the bill of lading and inventory sheets as well . Per the FMCSA pg 16-17 the motor carrier requires payment and storage fees to be paid before scheduling the items to load . The carrier coast trans only acted on this due the the first delivery attempt not being successful .
Many emails have been sent to *** from Gold Standard trying to communicate with her , the money for the delivery has still not been sent , and we also advised her it could be auctioned off if she does not respond . Gold Standard is requesting for the Revdex.com again to review our contract and the FMCSA handbook , all of this information is provided to our valued customers the day they sign the estimate . We request the Revdex.com close the consumers complaint as resolved , under the agreement that we will continue to reach out to the customer and advocate for her with her Motor Carrier coast trans . Thank you for your time in this matter .
*** Wed, Nov 20, 2019 at 1:45 PM
Coast transportation ,
This is my second attempt in formal writing requesting more information from your company for a mutual customer *** reference number bXXXXXXX CA to IN . I sent an email previously requesting more information in order for the customer to do a wire transfer . *** has been compliant and helpful each time we have emailed and or called her . Once again I am now formally requesting all of the carriers wire information on behalf of the customer so she is able to receive her shipment .
Account number
Routing number
Bank name
Bank address
Account type (business checking or business savings)
Email address for recipient
If Gold Standard is unable to have this information provided by the motor carrier through email then we will be left with no choice but to report to the DOT that the customers items have been taken as a " hostage Load " which is against DOT regulations . Please help us resolve this matter for you and our mutual customer by the end of the business day today . I personally appreciate your time and attention in resolving this matter .
***
Dispatch Manager
XXX-XXX-XXXX
DOT Broker Registration number: XXXXXXX
Commercial Telephone Seller : ***
Fla. Broker Reg. No
Gold Standard failed to provide the services which I paid them for
The Gold Standard way is to present a pattern of lies to their customers starting in sales conversation:
1. They present themselves as a moving company. I received an email that said, "Luckily this is a route my drivers run 2-3 times per week." They lead you to believe they have control over the routes, the schedules and the drivers. They refer to "our" trucks and "our" drivers and "our" cross-country moving licenses.
2. The sales person specifically told me there was a truck which 'just so happened' to be in the area of the country I needed a mover - that was traveling to the EXACT location I needed my things delivered - on the EXACT same dates I needed. He said it would be so convenient because the truck needed to be to the east coast the week after the pickup, so I would have my belongings by the next week. And, since it was so convenient, they would give me a huge discount because I was essentially doing them a favor as their truck wouldn't have to drive from MN to the east coast empty. Shame on me for falling for this BS.
What actually happened? They contracted the move out to a random moving company (who then turned around and subcontracted the move to yet a different company). The communication from start to finish was terrible. I couldn't get a straight answer from any of their employees or contractors. They constantly said they'd get answers and then never get back to me (I still have unanswered emails from May). They handed me off to one employee after another. They yelled at me and blamed me for their shortcomings. My belongings were delivered a full 3-weeks after the timeframe their sales person sold me in our call (which, had I known the reality - I never would have hired them and would have done it myself).
And to top it all off, I ended up doing the job I paid them to do for me.
Sam told me on 6/17 and 6/19 (on recorded calls which I'm happy to share with the Revdex.com) that my items would be delivered on 6/23 or 6/24 (at the latest 6/25). On 6/25 I emailed Sam twice regarding the location of my items with no response. On 6/26 I emailed Sam again with no response. On 6/28 I emailed Sam and the entire Gold Standard team inquiring about the status of my home - to which I was provided a response belittling and shaming me (with no mention of when my items would be delivered).
On 6/28 I took matters into my own hands and began tracking down the sub-sub-contracted company in possession of my home. I diligently spent 72-hours communicating with them and coordinated the delivery of my home without the help of Gold Standard (effectively doing their job for them in a fraction of the time it took them to fail miserably at executing).
On 7/1/2019 Sam emailed me to let me know she'd have an update within a few hours. She never got back to me.
My home arrived to me at 10am on 7/2 because I coordinated it. I emailed Sam at 12:30pm that day asking for an update as she hadn't followed up from the day prior. She called back to let me know my items would be arriving at some point that day. I let her know that my items had in fact already arrived because I did her job for her.
Gold Standard failed to provide the service in which I paid them to provide. Instead, I did their job for them.
I wish for my $1425.52 payment to Gold Standard Relocation to be reversed. They did not provide the services they sold me, which required me to do the job I paid them for - including tracking down the company in possession of my items, making repeated phone calls and texts to the delivery company and going out of my way to coordinate the delivery of my home. Gold Standard didn't even have record of where my items were, who had possession of them or when they would be delivered to me. I was called by Sam AFTER my items arrived to let me know they were on their way. When the reason they were already delivered was because I did the job of coordinating the delivery, which I paid Gold Standard to perform.
First Gold Standard Relocation wants to apologize for any frustration you have felt during your move. We take our complaints seriously and strive to make any changes to our company to make everyone moving experience less stressful. Unfortunately we can't please everyone. We understand the confusion from the beginning of your interaction with Gold Standard Relocation with the truck that was getting routed from your pickup area and going to your delivery area. We have moves that happen all over the place and have multiple trucks in those areas. The truck that you were originally scheduled to be with something happened and they had to make a change in their route, we could have explained that to you when it happened, and we will make sure we do that right as it happens. So when the movers got there that is why they said they didn't come from Duluth MN because it was a completely different truck and route, which is also why the delivery spread had to get pushed out as well. With that being said long distance moving is not an exact science and we try to do everything in our power to give updates to our customer as they come in. Long distance moving has so many moving parts to it and things can get changed last minute. With your pickup window during verification we ask that you keep both days of your pickup window open because things can happen to make the movers have to use your backup date. Sam did in fact call the movers and got pickup information for the 4th, which is what the movers told him. On the 4th the movers told Sam they were running late and asked if they could pick you up on the 5th which was your backup date. You expressed that you couldn't do the 5th so we worked it out with you and the movers for your pickup to happen on the 6th. We called you and sent an email stating that your pickup time would be between 9AM-12PM, again this is what the movers expressed to us they would be there to pick you up. We also expressed in the email that the pickup window is just an estimate and the movers would reach out to you when they got closer to your pickup location. You did indicate with the movers at pickup your FADD (First Available Delivery Date) was for June 12, 2019. If the movers did not receive that information and they would have tried to delivery you before that date and you were not there you could have been charged additional for storage and re-delivery fee. That is why they ask for that date. You were expressed to before the movers arrived that they had a delivery spread of 21 business days but that it most likely wouldn't have taken that long and it didn't take that long because you got delivered within 14 business days from your FADD. With that being said please remember that a different truck got routed to you so the delivery window you spoke about with Krystal, your representative, would no longer be the same but we did try to stay around that target date. We did give you every update about your delivery every time you called or emailed in. We apologize if you had to wait for the information as it came in but we can update every customer as soon as we receive the information from the movers. Please also keep in mind that the movers and we do 300 plus movers a month so we can't always answer the phones and emails on a daily basis but we always try to respond in a timely manner with what the customer is requesting. We understand that the delivery of your items was stressful because the movers that picked up your belongings did have a different company delivery you, which can happen and is a normal occurrence, but we were able to reach out to them through the original movers to find out when you would be delivered. We got an update on July 2nd around noon and called you to give you the update but to our surprise the movers had already arrived, which we feel are always a good thing because the movers called you and expressed that they were almost there before they called us and gave us the updated information. With the price changing at delivery there are a number of reasons this can happen that are all laid out in our estimate, for example:
Additional fees and Accessorial Services (if applicable to the move):
If not included within the agreement, professional packing services are not included. However, it is at the discretion of the mover at the time of pickup to determine if items will require professional packing services. In these instances, additional charges will be applied. These items include but are not limited to the following: televisions, mirrors, glass tabletops, wall art, contents within dresser drawers, etc.
Packing supplies, such as bubble wrap, shrink wrap, boxes, etc. are not included
Items being transported that are not stackable are considered Bulky items. A Bulky item charge will apply for those not stackable items, as deemed by the mover at the time of pickup.
If there is more than one flight of stairs at your origin and (or) destination which require the movers to transport items beyond the first flight, there will be a charge of $75 per additional flight. There will be no charge for the first flight of stairs at either the origin or destination.
Most movers within the Gold Standard Relocation LLC. Network performs the pickup and delivery using a tractor trailer (18 wheeler). Drivers must have the ability to park within 75 feet at both the origin and destination points to avoid long carry charges. Depending on the size of the job, long carry charges start at $150.00. If the tractor trailer cannot park within a reasonable distance, shuttle services may be required. Shuttle services begin at $300.00.
We understand that you had to pay this extra amount in cash; this is because a lot of the drivers cannot accept payment with a credit card. They cannot accept credit card payments for multiple reasons:
They don't have access to the merchant account or a swipe device.
The drivers are independent contractors and they have to take payment for themselves because they don't get paid through the movers or Gold Standard Relocation.
Biggest thing is our Customers safety. From the moment you book your credit card on file is hidden so that way only Accounting can have access and the drives, reps, even the movers themselves can't have access to your information for your protection.
Please also keep in mind we express this in our contract and through our verification process that you pay the remaining balance with cash or postal service money order. Ever carrier takes these 2 forms of payment to keep your credit card and identity is safe. We are Gold Standard Relocation strive to make everyone's move a stress free as possible and will always stay within our contract. We on a daily basis go through our carrier list and continually check the status of their insurance, their workers, and their licenses to make sure every customer is taken care of correctly. If the carriers do not meet Gold Standard Relocation regulations we will remove them from our list and find new ones. We do this every week but when we do find new carriers we do have to give them a couple of jobs to start out with to make sure they work as hard as we do to achieve a stress free move for our customers and we apologize if you have felt the movers did not perform to your satisfaction and we will review their work in our next carrier meeting. As far as our complaints on the Revdex.com we do a minimum of 300 movers a month but we only have 3 complaints in a month that means only 1% of our moves have a complaint. I will take those complaints so we have the opportunity to try and fix them to become a better company. We are not perfect and things in this business happen and we can't make everything be 100% perfect all the time. I have spoken with the customer service staff and gotten down to the bottom of what has happened including listening to all calls between you and customer service. I did hear were they have gotten a little load with you and I apologize for that but I also did hear you raise your voice to them, which that does not condone them to raise their voice to you, but please remember this is very stressful to us as well because we feel bad if we can't get a customer their information when they are requesting it. We do everything in our power to insure every customer knows everything going on with their move. Thank you for pointing out something in our contract we have updated that as well as making all the changes you have spoken about in your review. We have also attached the job notes to your account , where it was noted each time we had interaction with you , and made adjustments per your request .
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from Gold Standard.
First, I was not delivered within 14 days. My items arrived on the 21st day exactly. And only because I texted and called the delivery company incessantly to coordinate my own delivery for a week prior after the delivery dates Gold Standard quoted me came and went with no communication on the part of anyone involved in the move.
Nothing was communicated to me about there being a different route for my items. Never in the six weeks I was dealing with your company was this expressed. If you'd like, you're welcome to review the 30 pages of documentation I have compiled from every one of our interactions attached below.
The only reason my items were delivered on the 2nd of July was because I took it into my own hands to be in contact with the dispatcher and effectively do the job of Gold Standard LLC. Neither your company nor Brooklyn Movers were able to contact or speak with the third company hired to handle my move from the time they picked up my items in Minneapolis (June 20th). So much so that your employees were unable to give me an update and continuously gave me either erroneous dates or a string of "let me get an update for you" emails that lasted a full 9 days AFTER the erroneous delivery window you gave me. Again, please reference the attached file with every communication with your company indicating a lack of response to several emails, followed by a rude email indicating I would have an update, followed by no update, followed by multiple emails indicating that your team was getting updates, followed by no updates.
While I appreciate you believing you gave me every update, the issue is - for most of my move you weren't in possession of the information needed to give me updates. Your team was continuously unable to give me the necessary information about where my items were, when they would be delivered or who was even in possession of them. I got all the pertinent information about my belongings in order to coordinate my own delivery from Brooklyn Movers and then spoke with the delivery company on my own to coordinate my own move.
It wasn't the movers I had the problem with - it was Gold Standard. You did not do the job I paid you to do. Your job was to coordinate my move. And you messed it up at every turn. Every window, date and projection you provided me was false and inaccurate. For a full two weeks, you didn't have record of where my items were (or if you did, not only did you withhold that information from me, you failed to inform me that a third company had possession of my items and you failed to communicate with them and me about the delivery of my items).
At the end of the day, I did the job I paid you to do and coordinated my own delivery. Which is why the movers were already at my home when you called to tell me they were on their way - because I talked to them, I contacted them and I followed up with them again and again to ensure my home was delivered to me. It was clear that Gold Standard had no idea what was going on with my move during the entire pickup to drop off process.
If I regret one thing in this move, it was hiring Gold Standard. Had I know what I was getting into, I would have rented a truck and driven it on my own. Working with Gold Standard was the biggest headache and emotional turmoil I dealt with - and I had been in the process of moving + relocating for 15 months.
If the long-distance moving process is that difficult and Gold Standard can't keep track of all the customers they're dealing with - maybe it's time to reevaluate your systems and operations, rather than making the customer suffer from your inability to manage all the moving parts and pieces of your industry.... and forcing them to eat up their own time and energy to do the job they've paid you to do.
Gold Standard reached out to me on Friday to discuss a refund, which I am still interested in even though I was unable to answer my phone when they called. I have emailed their representative to coordinate a time to speak in the coming week, however she has not responded to my email.
Gold Standard has diligently tried to accommodate Ms . *** to the best of our ability . We understand that there is always room for improvement and take every Revdex.com complaint very seriously . Moving is one of the second highest stress-ores . Gold Standard has a strict policy , and we only act in the confines of our contract . We also expect all of our prospective customers to read over the FMCSA " Your Rights And Responsibilities for your Move " handbook . We have now tried to resolve the issue with Ms. , unfortunately we are unable to return her full deposit. The deposit was used to reserve space for her pick up and delivery and for the labor and fuel costs . We also disclose that all of our moves and deliveries are discounted and " Piggy Backed " with other moves that are taking place along the same route. The delivery process works the exact same way . Ms. stated that she did not have an issue with her movers , that she has a direct issue with Gold Standard who she hired to coordinate the move on her behalf . We actually hired one of our motor - carriers Brooklyn Movers , who we have worked closely with for the last four years since we have been in business .Brooklyn Movers in fact hired a sub-contractor to preform Ms. Seeleys delivery .Moving Services were rendered . We understand Ms. frustration , and our customer service team did everything to accommodate her , answer her questions and followed up. Please see the notes from Ms. account with Gold Standard . We have also attached the section from " Your Rights and Responsibilities for Your Move " page 16 that explains the delivery process . Once Ms. items where picked up from her storage unit , you can see in the job note where the customer service team followed up with the motor carrier and the customer to make sure the move went smoothly . We appreciate the customer keeping great records , emails , recorded phone calls ect . We as a company keep the same thorough documentation .
Ms .*** signed for a First Delivery Date of 6-12-2019 , at that point , customer service explained to her that her items were traveling 1201 miles , and that the Motor - Carrier had 2 to 21 business days to deliver her beginning at 6-12-2019 . This is the term " Delivery Spread" found in the FMCSA hand book . Depending on how many miles the items are traveling and depending on what our customer gives the movers for a first available delivery date . The motor carrier will not have any updated information on the shipment until the first available delivery date starts . In Ms. case her items were held in storage until 6-12-2019 , this was the date signed for on her bill of lading . Through the notes , it is shown were Gold Standard contacted the motor carrier requesting information on Ms. delivery . Gold Standard is only able to go by what information the carrier provides at that time . We acknowledge that we failed to meet Ms. Seeleys standards , but we did provide our services as her moving broker . We strive for every move to be completely flawless , and to keep our customers satisfied . We have offered a resolution with Ms. , and she has now declined and states she is taking legal action . As it stands *** is now in " Charge Back Status " so no full refund can be returned at this time .
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, Gold Standard did fail to meet my standards. I hired them to coordinate my delivery. They made a lot of promises to me which they not only failed to uphold, but also demonstrated that they do not care the mental and emotional trauma caused, not to mention the time and energy I poured into doing the job which I hired them to do (time and energy which took away from me running my business, which cost me significant income).
Per their website, Gold Standard claims to eliminate the customer's worry and take care of their possessions. For a full 10 days of the 21 day period of time between my pickup and delivery Gold Standard failed to communicate with me, give me updates or explain why the delivery dates they provided me came and went without a single word from anyone (for anyone following along at home, that is 50% failure to communicate rate - including multiple unanswered emails). If a company wants to remove stress. Not only did they not eliminate my worry, they compounded my worry then shamed me for wanting updates and communication (especially after the promised delivery dates came and went without word, and multiple of my emails went unanswered (yet were read immediately by the company).
The company has indicated to me that it would take them 4 days at a time to get a response from the movers as to the status of my items. What I don't understand is, once I took control and responsibility for doing the job I paid them to do... I got an answer within 12-hours. If Gold Standard is truly the expert company they claim to be, I don't understand how I was able to do their job in 1/8th of the time. Once I made contact with the movers, I had possession of my items within 60-hours (again, for those following along at home.... That's less time than it took for Gold Standard to receive a response to an email or phone call).
I have communicated to Gold Standard that I am willing to stop my chargeback if they want to meet in the middle of their terms and a full-refund. The owner of Gold Standard responded that I "would have received my belongings either way" and was unwilling to discuss it with me, and then failed to follow up with me yesterday regarding their final decision as they promised they would.
I am more than willing to work with them. I am, however, unwilling to be taken advantage of by a company who doesn't care about their customers and who failed to do the job I paid them to do.
I am also unwilling to be bribed by said company who has requested that in exchange for the refund, I remove any and all of my valid online reviews. That, to me, is just another example of the unethical business practices of Gold Standard.
You can review the most recent + up to date status of documentation regarding my move here: ***
Also for clarification, I paid *** at the time of pickup for my move. I am not asking for money back from them, nor contending the services they provided me. I am contending ONLY the money paid to Gold Standard. Per the Rights and Responsibilities as referenced, FMCSA defines a broker as "a company that arranges for the transportation of household goods by a registered moving company." To beat a dead horse, the arrangement of transportation was not completed by the broker, but instead by myself.
Beyond happy with Gold Standard Relocation. My move was INSANE!! So first we had to pick up half the house as my daughter and her kids are staying, then pick up my mothers belongings at her house two hours away, then drop off my mothers stuff in New Jersey and then deliver my stuff in New York. Schedule was tight with having to rent out the service elevator and I was expecting just a massive amount of stress. I am so glad I hired Gold Standard. I first talked to Taylor. He spent 4 days with me planning the entire move and making sure all the bases were covered. Every other moving company was more focused on how cheap they could get me rather than listening to what all I needed done! it was so aggravating. Then Quality Insurance called me. Garin was super nice and was able to discount my mothers king size bed and sofa that we planned on selling but couldnt and had to add one at the last minute. The move went off without a hitch. A very nice girl in customer service named Sam called me to let me know exactly what time the guys would be there in a couple days and the crew called me a few hours before they got here to let me know they were getting close. Juan, Laura, Mathew and their team leader Anthony did an amazing job packing my stuff and did an INCREDIBLE job packing my mother up (who is not easy to deal with lemme tell you) Everything arrived yesterday to both my mother and me and they set everyting up in the house. Mover even showed me how to hook up the modem thing that works the computer, which was super sweet of him to help this old woman with something he didnt even have to. Just over all super happy and super thankful and super not stressed! Thankyou!!!!!!!
From the moment I reached out to them to the last item was moved, everyone there was super helpful and friendly! They were awesome movers - thorough and thoughtful, as well as amiable - and I will certainly be using them again.
Company was very helpful in getting me moved and setting everything up for the move. The movers were a little late but the company discounted me to make up for it. Will definitely use again and recommend them.
Gold Standard Relocation were great! We got everything moved (up 5 flights of stairs) in 3 hours. Fast, friendly, professional, listened to any special requirements. Absolutely recommend them!
Gold Standard Relocation... where do I start, I scheduled a move (4 weeks in advance) from Sioux Falls SD to Berthoud CO. They said they would be here Monday 6/3/2019 with a back-up day of Tuesday of 6/4/2019... they didn't show up Monday 6/3 and nobody updated me until I called and complained and then they said over the phone after calling 3 different people that the truck broke down. So they said they would be here Tuesday so I waited and waited and waited some more.... I ended up calling again noonish Tuesday 6/4 and they told me that the movers over booked or the truck broke down.. keep in mind I took two days of work off at this point.. then they told me they would be at my house in SD Wednesday 6/6 between the hours of 3-5 so I took them at their word. Wednesday came and went I called another 3 times to get a hold of someone for them to tell me the same thing they have been telling me all week so far and that they would have someone for me tomorrow Thursday 6/7 between the hours of 3-5pm. Needless to say they never came Thursday either and they offered me a refund of my deposit basically saying you're on your own thank you for letting us borrow your money and I couldn't find anyone to move me at that short notice and I told them that.... I felt played and taken advantage of so their manager called me (keep in mind there was no urgency in helping unless I called in and got upset) forcing me to be to be someone I do not want to be and the manager told me he would have someone at my place by Monday 6/10 which I had no choice because I could not find a Uhaul for a one way in the tri-state area because of college getting out. I finally found a truck available in Colorado that my buddy drove out overnight to SD to help me out as I couldn't afford to take more time off work when it was supposed to be a 36 hr turn around in the first place. I let Gold Standard know this and they offered me less than half of my money back and they did not even deliver and I even made them aware of my position in this. I am now out over $3,000 personally by taking a week off of work and another $1,300 in paying for a Uhaul, Gas and my buddy driving out to help me move my stuff in the middle of the night on Saturday 6/8. I would never recommend these guys they do not care about the customer all they care about is money. Worst customer service I have ever received. you would think when you pay for a service and are promised certain things that the company you paid would deliver...; not the case.
Gold Standard acknowledges Mr. dissatisfaction , and now Gold Standard is revising its policy and procedure on " hard to service area's " Mr. did in fact contact our customer service team and advised us that Sun City Muscle movers had not shown . We in fact did reach out to them and a move of larger size happened before Mr. and impacted the entire move schedule . South Dakota , North Dakota , and Montana are just a few States that can be very hard to service , so Gold Standard did not think it was wise to Re-dispatch Mr. move , and push the pick up window out even farther . Pick up windows are only estimated time frames due to logistics of the trucks themselves , or larger moves that happen unexpectedly and carry over into the next scheduled move . On 6-05 The dispatch Manager from Gold Standard contacted Mr. , and explained the situation with the motor carrier running behind and then their truck broke down in fact on 6-5 at this point , Gold Standard offered to refund Mr. his full deposit of 772.52 . Mr. agreed at that point over the phone , but then later on contacted our Sales floor Manager and said he had no choice , he needed to be moved . Gold Standard then requested for Mr. to extend his pick up window to 6-15 and 6-16 , we in fact found a different motor carrier to service the move . Customer Service then received an email from Mr. on 6-7 stating he wanted to cancel his move and requested a full refund . Gold Standard at that point had already reserved the space Mr. needed in the truck 432 cf , Labor costs for the move its self , and Fuel needed to travel to South Dakota . Mr . ***'s case has now changed the process of Refunding our customers faster and more efficiently in harder to service areas , to avoid lost time from work , frustration , and hard ship .
the moving company did not deliver all my belongings, and items were broken
6/2/19
Revdex.com
***
Dear Better Business Burea,
This is in connection to the two companies I used in my move from Connecticut to Florida. The two companies: Gold Standard Relocation and G & M Moving. Both companies were huge disappointments due to how my belongings came and how items were missing.
I would like to start off by saying I am very disappointed in how my belongings arrived. Most of the boxes were broken and also looked like they had been gone through. There were 17 plastic bins that were broken.Some of my items were broken or missing, which for the amount of money that I was charged is ridiculous.
First off, I was told a price when I agreed to use the company and then when they arrived the price doubled. Then I was told everything would arrive on 4/2/19, which was not the case. No one noticed me about the change of delivery date or anything. I called multiple time left messages, was told someone would call me back. No one did. My daughter in law called on Wednesday 4/3/19 multiple number and spoke to Meghan who said someone would call me back the next day. I then had to call multiple times on Thursday 4/4/19 before someone located where my belongings were in New Jersey At the warehouse, this is very concerning as my belongings were never supposed to go to the warehouse in New Jersey, so why did it. I was also told that things would be delivered by Sunday 4/7/19, however I did not get any notice of delivery until 4/7/19 at 1:46pm stating that delivery would be on Monday 4/8/19 between 8am and noon.
On 4/8/19, around 9:19am I called and spoke to the driver and they then said they would be there in a little bit. At 12:20pm, I called and spoke with Chloe who said that they told her between 10 and 2pm and they would be there soon, however that was a lie as that is not what driver said. When they arrived at my storage unit, at 12:40pm, the driver admitted to my son, *** that he did say between 8am and noon but he got caught up with another delivery.
Upon going through my belongings, first of all they were giving me other people's belongings which I had to keep directed were not mine. Second again, the boxes were not treated appropriately, they were damaged and untapped. All the boxes appeared to have been gone through as well as my bins that I had.
Items that were missing:
1. Box number 123 was totally gone
2. Plastic bin the hefty brand was missing cover, had tape over the top. This is not how it was packed.
3. My Louis Vuitton black and pink, yellow and blue letters purse which is a special edition, which costed $3,500 was missing. This I want back or I want it replaced. This was very important to me.
4. My Louis Vuitton white purse, which was roughly $2,500.
5. The matching wallets for both purses were also missing.
6. The Bose countertop cd/stereo was missing
7. The Hewlett-Packard black printer was missing
8. Screws for table are missing
9. Key to master lock is also missing which was there before.
10. A Louis Vuitton Black speedy purse missing
11. Sony camcorder and wiring are missing from the bag
12. Freezer Ice cream bowl for the Cuisinart ice cream maker are missing
13. Kitchen belongings: plates, cup, bowls and glasses are missing
14. All tools from toolbox are missing
15. 16 8-ounce Glasses-which were Wedgewood globe tumblers
16. Kitchen aid stand mixer red pro line, 7 quarts
17. Set of 16 Wedgewood Nantucket plates, cups, and bowls
18. Wedgewood dinner collection: English lace set of 16.
19. Some plastic bins came completely empty which were not how they were packed.
20. Bags of bedding were opened and blankets and bedspread missing
21. My shoes were missing: coach grey and ivory sandals size 10, coach black dress shoes size 10, pink nike sneakers size 10, and LL Bean lobster flip flops size 10, and there were multiple (3 or 4) other pairs missing of shoes.
22. My dvds were also missing: Ghost hunters (20 dvds, two se
I want to be paid back for what was stolen and what was broken.
Contact Name and Title: Jen B. Dispatch Mgr
Contact Phone: XXXXXXXXXX
Contact Email: ***@goldstandardrelocation.com
Gold Standard in acknowledging Ms. dissatisfaction with her move . It is our impression that this whole situation is due to miscommunication between us as a company and our customer . Gold Standard has stated from the beginning that we are here to act on behalf of our customer and assist in any claim case against one of the carriers . The first issue is the price increase . Customer service requested Ms. bill of lading from G&M Moving . The customer signed for 423 cubic feet originally with Gold Standard , after her pick up , Ms *** had signed for an additional 500 cubic feet in additional overages Gold Standard always advises our customers to contact our emergency phone during the pick up if there are any questions or if they have overages before signing any documents with the carrier . This pick up email was sent to Ms. see attached 1 Also , in section 9 of Gold Standards contract it will go in to detail on " Binding not to exceed " see section : 9. CUSTOMER HAS ELECTED A "BINDING TO NOT EXCEED" PRICE, THE TOTAL COST WILL NOT EXCEED THE ESTIMATED AMOUNT; PROVIDED, HOWEVER THAT CUSTOMER PROVIDES GOLD STANDARD RELOCATION LLC. WITH AN ACCURATE DESCRIPTION OF THE ITEMS TO BE MOVED AND THE SERVICES TO BE PERFORMED. CUSTOMER HAS REQUESTED TO HAVE AN ESTIMATE PROVIDED FOR HIS/HER HOUSEHOLD GOODS RELOCATION, IN ACCORDANCE WITH 49 CFR 371.113(C)(1), CUSTOMER AGREES TO WAIVE A PHYSICAL SURVEY OF THE HOUSEHOLD GOODS, AND ALTERNATIVELY AGREES TO RECEIVE A BINDING TO NOT EXCEED ESTIMATE BASED UPON THE SHIPPER PROVIDED ITEM LIST OF PROPERTY TO BE TRANSPORTED. IF ANY ADDITIONAL PIECES, PACKING SERVICES, CUBIC FEET, VOLUME, WEIGHT OR LABOR SERVICES ARE ADDED AT THE ORIGIN OR DESTINATION TO THOSE QUOTED, THE CUSTOMER SHALL BE CHARGED FOR THESE SERVICES AT THE GOVERNING TARIFF RATES. CUSTOMER UNDERSTANDS THAT GOLD STANDARD RELOCATION LLC. HAS A 2000 LBS MINIMUM ON ALL SHIPMENTS. ANY SHIPMENT BELOW 2000 LBS. WILL BE CHARGED AT THE 2000 LBS RATE. THE PRICE INCLUDES ALL FUEL SURCHARGES, TOLLS, LOAD AND UNLOAD, BASIC DISASSEMBLY AND REASSEMBLY OF STANDARD FURNITURE ITEMS, UP TO 75 FEET OF LONG CARRY AT ORIGIN AND DESTINATION AND 1 FLIGHTS OF STAIRS. ELABORATE FURNITURE ITEMS THAT NEED TO BE DISASSEMBLED AND/OR REASSEMBLED MAY REQUIRE 3RD PARTY SERVICING OR ADDITIONAL LABOR AND SHOULD BE DISCLOSED TO YOUR ESTIMATOR AND INCLUDED IN YOUR ESTIMATE. DISCONNECTING AND/OR RECONNECTING OF APPLIANCES IS NOT INCLUDED IN THE PRICE. REASSEMBLY IS SUBJECT TO THE AVAILABILITY OF TOOLS AND/OR ALL PARTIES BEING AVAILABLE. THE PACKING AND UNPACKING OF BOXES IS ONLY INCLUDED IN THE PRICE IF IT IS ITEMIZED IN THE PACKING AND UNPACKING SECTION OF YOUR ESTIMATE; ALL MATERIALS/LABOR FOR UNDISCLOSED ITEMS WILL BE EXTRA. Ms . *** did not contact our office or the emergency phone on 3/26 the day of her pick up , otherwise gold standard would have then stepped in and made options available to her as our customer . There was also miscommunication about delivery date proceed-er. Ms. signed for a first available delivery date of 4/2 Gold Standard does not guarantee delivery , and or pick up times in the contract it states these are only " Estimated time frames " see section 14 in our contract : 14. ALL PICKUP, LOAD AND/OR DELIVERY DATES ARE ONLY ESTIMATES. GOLD STANDARD RELOCATION LLC. WILL NOT BE RESPONSIBLE FOR LOSS OR DAMAGES INCURRED BY UNAVOIDABLE DELAY. GOLD STANDARD RELOCATION LLC. WILL ACT ON THE BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THERE ARE ABSOLUTELY NO GUARANTEES MADE, EXPRESSED OR IMPLIED REGARDING PACK, LOAD, AND/OR DELIVERY DATES. Ms *** called our office on 4/4 and spoke with Megan about her delivery , Megan then in return contacted G&M moving to track our customers shipment . Gold Standard understands the frustration with the time frame changing with the delivery driver as well , yes in fact Ms . *** was " piggy backed " with other shipments ,and the delivery was delayed due to the previous delivery before hers hand ran over . This is again only " estimated time frames " as stated in our contract . Ms. made Gold Standard aware of the damages and missing items right away , and Chloe our customer service rep over seen Ms. in the beginning phase of the claim process . See attached email 2 . Chloe then explained to Ms. to gather all photo's , items collect all information and Chloe then would assist our customer through the claim process . Chloe also advised Ms. that only one claim could be filed and to collect all damages first otherwise the claim may not process successfully. See attached email 3 . Gold Standard assists our customers through the claim process and acts on the customers behalf if needed . Ms. decided to file the claim on her own , and is now still actively in the claim process with G&M moving . Gold Standard once again has reached out to Ms. , and has also offered assistance to our customer once again through the claim process . Ms. has now restored the line of communication with us , and has assigned Jen B. to now step in and act on her behalf . Gold Standard is now going to help Ms. through the claim process , and advocate on her behalf with G&M Moving .
Nothing has been done just lies
We understand Ms. frustration , and are still available to assist her in the claim process . Ms. signed for 60 cents per pound per article , the claim department provided a document for her to electronically sign , and Ms. will not sign the document so the claim can process . Gold Standard has followed up on this with the motor carriers claim department , and they have informed us that the claim is at a stand still until this document is signed . If Ms. is not happy with the offer once the claim is fully processed , then other options will be made available to her , and Gold Standard will be ready to assist her in other avenues if she is not satisfied with the first offer . Jen B. was not hired on Until April of this year , Ms. move was picked up mid March of 2019 , Chloe was over seeing Ms. through the move , and then later on with filing the claim which we have provided in previous responses to our customers complaint . Ms. has also submitted the claim , before all damages had been assessed , she has informed Gold Standard that most of the shipment is still in her storage unit . Our goal is to help Ms. , and we now advise her to finish the document the claim department issued her , so we can move forward with the process . If Ms. is not happy with the end result in the claim , then we will present her with more abrasive options . It is our responsibility to act on our customers behalf , and we are willing to assist Ms . *** once all of her paper work is submitted , so the next step or offer is made . We would also like Ms. to know , we do not expect for her to settle , we would like to help our customer and see her be compensated correctly for any lose or damages for the items she did provide in her claim .
(The consumer indicated he/she DID NOT accept the response from the business.)
I will not sign open ended with no amount written.
Gold standard has a bad reputation. After being paid there money and your belongings are stolen and damaged they say u have to go to moving company when they are the ones who picked the moving co for you!!
They lie !! They want me to go through whole storage unit when what I went through made me sick to my stomach I have been robbed and everything gone through I will not move storage unit as I want it exactly as they left it!!
I have now acrued 5 months of storage costs
They falsely quoted my belongings. Much of my stuff was damaged . They left trash all over for me to dispose of and damaged property.
I am writing in regards to the move I recently did using your company. This is only one of many emails I have written along with multiple phone calls with your company and the moving company. While I am fully aware that with moves such as this things are unlikely to go without a hitch, I have to tell you that this is the most unprofessional and frustrating situation I have experienced.
It began with the email chain below, with one of your representatives giving me false information. The first being that my items would arrive in 3 days. Mind you, I did not request that delivery , that is the delivery he offered. Going off the info that he gave me, I took an entire week off work in order get to Texas in time to meet the moving truck.The movers showed up on Saturday April 20th. There were two men and it started out completely professional. They advised me almost immediately that , no they would not be weighing the truck. They advised it was all done by cubic foot of space. They advised that they had experienced this issue with your company several times . That you tell people it is weight, when in fact it has nothing to do with weight. HE went on to tell me that I would again be charged more due to my number of boxes and tubs. ( Which I was assured by Greg did not matter, as it was based on weight and he allotted 800# or that). There was no way I could afford that much of an increase , which would've been between $400 and $500 , according to the driver. Therefore I had to start throwing my personal belongings away, in order to fit my boxes. The driver then tells me that
After this call, things took a drastic turn with the moving company. The driver became very agitated with me saying that I was stressing him out. That I should just pay for the extra stuff, and that if I wanted delivery in three days then I need to pay an expedited delivery fee. (This was completely unwarranted as I never once asked for expedited delivery ! This is the delivery your company offered!) After all of my things were loaded on the truck except the washer and dryer, the driver finally had the paperwork done and told me how much extra I would have to pay. I had to sign the paperwork , as I had to be out of the house by the next day. Once the paperwork was signed the driver went to help the other guy prepare the washer and dryer. He attempted to tell me due to the size of the washer and dryer that my price was going to go up again. To which I flat out refused. At this point I can tell I am just being scammed. They loaded the dryer first. When they attempted to load the washer, I was watching out my front door. As they were lifting my washer to put in the truck , it was too high and they let go of the washer and it slammed on the black top road. The driver then came to my door and asked if I could call my son and his friend who had been in and out that day, to see if they could help load the washer. HE explained that the lift ramp on their truck was broken and they needed help lifting my washer. I called my son and his friend , who came back to help load. Now my son is active duty military , and has stickers on his truck indicating so. The driver, who was Russian started a conversation asking him what he did in the military, to which my son replied he is a tanker operator. The driver went on to say how the Russian military is better than ours , completely disrespecting my son. He proceeded to say what a better country it was over there, which I when my son politely stopped the conversation .
When my belongings arrive boxes and plastic stands were crushed. My washer does not work right. THey crushed the knobs on my dryer and left the trash everywhere.
I was quoted falsely. Then i had to discard many of my personal items based on the mis-information i was given. I took a week off from work based on what they told me regarding delivery of my belongings. They damaged pictures, trays, plastic dressers. They smashed all the knobs on my dryer so i cant turn on. I saw them drop my washer and now my washer wont work. The movers were completely disrespectful and destroyed property. And Gold Standards has not been helpful at all in trying to get resolution. BUt they had no problem sending emails to remind me of what i would have to pay the movers in order to get my stuff. Then they send me the wrong information to file a claim. I took time from work to file my claim, only to be called by that company and say they do not handle those claims.
Contact Name and Title: Jen B. Dispatch MgrContact Phone: ***-4846Contact Email:***@goldstandardrelocation.comGold Standard is acknowledging our Customer *** 's frustration , and dissatisfaction with the moving company who serviced her move . *** was estimated at 340 cubic feet 2381 lbs. This estimated space was sent to her and she signed for this amount of space in a truck . Gold Standard estimates are only coordinated on an " average " weight and size . This reason alone is why we have a Quality assurance Team in place , to go back over the inventory and add any revisions that need to be made 24 to 48 hours before the move is scheduled to take place . *** actually spoke with Garin our Quality assurance Manager on 4/19 and agreed she had no additional inventory to add . We are always disappointed to hear when a customer decides to throw belongings away , when we have protocol in place to avoid it . Quality Assurance is in place to prevent lose and surprised overages at the time of the move . *** also emailed and stated Greg promised a 3 day delivery . The customer did in fact send the email to customer service , and he was guessing on a 3 day delivery considering how many miles Mrs. had to go . Customer service did speak with *** and then explained pick up and delivery are only estimated time frames , and explained the carrier has anywhere from 3 to 21 business days to deliver the items , this information is also in Gold Standards contract that Greg would have been required to walk Ms. through . We also acknowledge the miscommunication about weight verses cubic feet . Most carriers reserve so much space in the truck for a move , but the customer can request a weight station ticket if it is planned before the move takes place . This option would have been made to our customer before her first pick up date . Our contract states the move can be measured by cubic feet and or weight see attached 9. CUSTOMER HAS ELECTED A "BINDING TO NOT EXCEED" PRICE, THE TOTAL COST WILL NOT EXCEED THE ESTIMATED AMOUNT; PROVIDED, HOWEVER THAT CUSTOMER PROVIDES GOLD STANDARD RELOCATION LLC. WITH AN ACCURATE DESCRIPTION OF THE ITEMS TO BE MOVED AND THE SERVICES TO BE PERFORMED. CUSTOMER HAS REQUESTED TO HAVE AN ESTIMATE PROVIDED FOR HIS/HER HOUSEHOLD GOODS RELOCATION, IN ACCORDANCE WITH 49 CFR 371.113(C)(1), CUSTOMER AGREES TO WAIVE A PHYSICAL SURVEY OF THE HOUSEHOLD GOODS, AND ALTERNATIVELY AGREES TO RECEIVE A BINDING TO NOT EXCEED ESTIMATE BASED UPON THE SHIPPER PROVIDED ITEM LIST OF PROPERTY TO BE TRANSPORTED. IF ANY ADDITIONAL PIECES, PACKING SERVICES, CUBIC FEET, VOLUME, WEIGHT OR LABOR SERVICES ARE ADDED AT THE ORIGIN OR DESTINATION TO THOSE QUOTED, THE CUSTOMER SHALL BE CHARGED FOR THESE SERVICES AT THE GOVERNING TARIFF RATES. CUSTOMER UNDERSTANDS THAT GOLD STANDARD RELOCATION LLC. HAS A 2000 LBS MINIMUM ON ALL SHIPMENTS. ANY SHIPMENT BELOW 2000 LBS. WILL BE CHARGED AT THE 2000 LBS RATE. THE PRICE INCLUDES ALL FUEL SURCHARGES, TOLLS, LOAD AND UNLOAD, BASIC DISASSEMBLY AND REASSEMBLY OF STANDARD FURNITURE ITEMS, UP TO 75 FEET OF LONG CARRY AT ORIGIN AND DESTINATION AND 1 FLIGHTS OF STAIRS. ELABORATE FURNITURE ITEMS THAT NEED TO BE DISASSEMBLED AND/OR REASSEMBLED MAY REQUIRE 3RD PARTY SERVICING OR ADDITIONAL LABOR AND SHOULD BE DISCLOSED TO YOUR ESTIMATOR AND INCLUDED IN YOUR ESTIMATE. DISCONNECTING AND/OR RECONNECTING OF APPLIANCES IS NOT INCLUDED IN THE PRICE. REASSEMBLY IS SUBJECT TO THE AVAILABILITY OF TOOLS AND/OR ALL PARTIES BEING AVAILABLE. THE PACKING AND UNPACKING OF BOXES IS ONLY INCLUDED IN THE PRICE IF IT IS ITEMIZED IN THE PACKING AND UNPACKING SECTION OF YOUR ESTIMATE; ALL MATERIALS/LABOR FOR UNDISCLOSED ITEMS WILL BE EXTRA.Gold Standard also emails and calls to confirm pick up information . We explain the movers will arrive in a time window , and they will assess the inventory and let our customer know if there are any additional overages . At that point , Gold Standard makes available an emergency number in the email and advise our customer to call before they sign and accept an additional overages . See attached email . Ms *** only was charged for an additional 60 cubic feet . *** was made available our emergency contact number to call with questions , and at that point could have addressed the concerns she had with the movers professionalism , the option to re dispatch to a whole new carrier would have been made available to our customer at no charge to her . Addressing the said emails requesting money for the overages before delivery could not have came from Gold Standard . Our customer service rep who sent our customer the wrong claim information corrected her mistake and sent our customer the correct claim information to Ms *** . We are currently over seeing *** through the claim process , but have not gotten a response from the customer see attached email from Jen B. On behalf of Gold Standard we recognize Ms ***'s dissatisfaction with the moving service , and understand the confusion that other options would have been made available to her the day of her scheduled move . We are now over seeing our customer through her claim with Ocean Movers
(The consumer indicated he/she DID NOT accept the response from the business.)Obviously we will not agree on the issue of the estimate. I discussed all of this on the phone with the agent , and although those conversations are recorded, I do not have access to them. Gold standard has not been helpful at all in the claims process. They gave me the wrong claim contact in the first place. Now I have to find ways to upload documents, which I cant do at work to even be able to file this claim. They are supposed to be there for their customer , but that has not been the case. We have several witnesses to their agent dropping my washing machine, and I am going on now 8 plus weeks without a washer, and am having to pay to go to laundromat! They have done zero to make this right.
Bait & Switch. Total Scam. "Once you sign the contract, anything your sales rep promised you is NULLIFIED." (their words!)
Classic Bait & Switch. Salesman *** B called & said he "had a moving truck in our area that needs to be filled." I indicated I had a HUGE house (4000+ sq ft) & listed items room-by-room. He says we had a good inventory list & told me we are locked in at no more than $5880. Knowing calls are recorded, I confirmed the $5880 & he says Gold Standard "over estimates" the weight so you don't pay more than quoted. He said they would bring an 18-wheeler to make sure they have room, & they are "our movers" & "all professional movers who do this as their main job, not a weekend job." Finally, I asked if I could charge all expenses on my credit card, since I was being reimbursed & I needed cash for deposits when I arrived in Oregon. He had to get special permission but called back & said yes. Being told that I would be guaranteed not to pay more than $5880 based on the "over-estimated weight," & that all the expenses could be charged, I paid the $1910 deposit & scheduled the movers. I was expected to pay $1985 on credit card upon arrival to load the truck & $1985 when the truck was delivered to my new address.
A few days before the move, I received a call telling me to make sure I have the cash ready for when the movers arrived, & to make the money order out to Out of State Movers. I explained to the woman that I was given special permission to pay on credit card, & she said no. Now, I have no choice but to stick with Gold Standard (& Out of State Movers) or I lose $1910 in deposit money.
Sam & his movers arrived on 4/19 & suggested that instead of measuring our truck by weight we could go by space in the truck. Since I sold the dining table & couch, he said we would probably be better off measuring by space. I signed the contract & let them get started. What I didn't realize is that they only brought a Budget truck (not an 18 wheeler!), they were not from our area (they drove from TX), & they weren't professional movers. By 8pm that night, the truck was completely full with stuff left behind. They loaded bookcases but not shelves, bed frames but not beds, & TV bases but not the TVs. Additionally, we discovered there were several items they had tagged but not loaded, the lot numbers were not the same, & there were stickers on walls. To top it off, the "best sales rep" John B did not account for the contents of dressers & bookshelves in the total number of boxes. So, Sam drops the news that my new price is $8900!
I start calling the phone #s but no answer until Jen B. answers & argues with me that I had more items than I had estimated to John (even though John & I discussed the move by weight, NOT by cu ft). My options at this point were to (A) pay the additional cost, (B) have Sam unload everything & reload only what was on the original inventory list, or (C) dispatch a bigger truck (from Dallas) for an "additional fee." Sam makes me pay him an additional $915 in personal check, & they leave. So, now I owe $4000 even.
On 4/24, I called Gold Standard again hoping I could reason with them. I explained that *** said it was GUARANTEED to be no more than $5880 total. He also said I could charge ALL my moving expenses on my credit card. She said John was only guaranteeing that I would pay no more than $0.58 per pound, NOT $5880 total, & that there are no moving companies that accept credit. She said the contract states it must be paid in cash or money order, to which I said: "Yes that is what the contract says, but John got special permission to charge it to a credit card. She told me that it didn't matter what John had promised me... once I signed the contract, any prior verbal agreements were nullified by the contract. She said that I must come up with $4000 cash within 30 days or I will be charged storage fees.
It is 5/21, my stuff has not arrived. The truck has broken down TWICE & is currently in Wyoming (the wrong direction from TX to OR!). I entered into an agreement on good faith that I would not pay more than $5880.
I entered into an agreement with Gold Standard on good faith that I would pay no more than $5880 (this agreement was NOT discussed based on $0.55/lb -- John confirmed no more than $5880 total). Their misleading sales practice cost me $4830 in addl expenses: - $2930 in addl charges from Out of State Movers - $100 for airfare from OR to LA to get the rest of our stuff -$1400 for a 2nd moving truck - $400 gas These costs do not include expenses incurred from credit card interest, food/hotel costs, and purchase of products needed since my stuff still has not arrived. I would like to be reimbursed for the additional expenses incurred based on their deceptive business practices.
Contact Name and Title: Jenn B. Dispatch
Contact Phone: ***4827
Contact Email: ***@goldstandardrelocation.com
Gold standard has acknowledge our customer *** and we are addressing the concerns of her move . This is a miscommunication between Gold standard policy and a miscommunication between the customer . We are addressing the bait and switch that also had been mentioned by ***. Everything that gold standard sales reps go over with our customers is all made available in our customers estimate, and or contract . The sales rep has to go over this contract in full detail and address any questions with the customer . Moving is stressful , gold standard has placed a customer service team , that are able to go over any questions also about the move or the contract itself . In *** case , we in fact listened to the calls that took place between her and *** before the estimate was signed , and nothing was found outside of our contract in the calls . Yes , there is confusion with the credit card , due to the customer placing her deposit for the move on a credit card , but during verification it is explained upon pick up and delivery the balance has to be 16. UPON SIGNING YOU ARE AUTHORIZING GOLD STANDARD RELOCATION LLC TO TAKE PAYMENT FROM YOUR CREDIT CARD (VISA, MASTERCARD, DISCOVER) OR BANK WIRE AND OR DIRECT PAYMENT INTO COMPANY ACCOUNT. UPON BOOKING, UP TO 30% PAYMENT FEE IS REQUIRED TO BE PAID BY CREDIT CARD (VISA, MASTERCARD, DISCOVER) OR BANK WIRE AND OR DIRECT PAYMENT INTO COMPANY ACCOUNT. UPON PICKUP CARRIER MAY COLLECT UP TO 70%. PAYMENT WILL BE DUE IN THE FORM OF CASH OR POSTAL MONEY ORDER. THE REMAINING BALANCE MUST BE PAID IN FULL UPON DELIVERY BY CASH OR POSTAL MONEY ORDER. THE CARRIER RESERVES THE RIGHT TO COLLECT UP TO 70% OF BALANCE DUE PRIOR TO THE GOODS LEAVING THE ORIGIN STATE. SUBJECT TO FEDERAL LAW, PAYMENT IN FULL OF ALL CHARGES IS REQUIRED BEFORE DELIVERY AND PRIOR TO UNLOADING.paid in cash or a postal money order attach section 16 of our contract
Also Ms *** was estimated and signed for 1080 cf originally , but we also have Quality Assurance in place in case the customer needs revisions to the inventory which are Quality assurance Manager contacted Ms *** on 4-16-2019 and she informed him she had nothing to add to her inventory , in fact she was removing a sofa . section 9 which is also attached is a binding not to exceed which is exactly What *** CUSTOMER HAS ELECTED A "BINDING TO NOT EXCEED" PRICE, THE TOTAL COST WILL NOT EXCEED THE ESTIMATED AMOUNT; PROVIDED, HOWEVER THAT CUSTOMER PROVIDES GOLD STANDARD RELOCATION LLC. WITH AN ACCURATE DESCRIPTION OF THE ITEMS TO BE MOVED AND THE SERVICES TO BE PERFORMED. CUSTOMER HAS REQUESTED TO HAVE AN ESTIMATE PROVIDED FOR HIS/HER HOUSEHOLD GOODS RELOCATION, IN ACCORDANCE WITH 49 CFR 371.113(C)(1), CUSTOMER AGREES TO WAIVE A PHYSICAL SURVEY OF THE HOUSEHOLD GOODS, AND ALTERNATIVELY AGREES TO RECEIVE A BINDING TO NOT EXCEED ESTIMATE BASED UPON THE SHIPPER PROVIDED ITEM LIST OF PROPERTY TO BE TRANSPORTED. IF ANY ADDITIONAL PIECES, PACKING SERVICES, CUBIC FEET, VOLUME, WEIGHT OR LABOR SERVICES ARE ADDED AT THE ORIGIN OR DESTINATION TO THOSE QUOTED, THE CUSTOMER SHALL BE CHARGED FOR THESE SERVICES AT THE GOVERNING TARIFF RATES. CUSTOMER UNDERSTANDS THAT GOLD STANDARD RELOCATION LLC. HAS A 2000 LBS MINIMUM ON ALL SHIPMENTS. ANY SHIPMENT BELOW 2000 LBS. WILL BE CHARGED AT THE 2000 LBS RATE. THE PRICE INCLUDES ALL FUEL SURCHARGES, TOLLS, LOAD AND UNLOAD, BASIC DISASSEMBLY AND REASSEMBLY OF STANDARD FURNITURE ITEMS, UP TO 75 FEET OF LONG CARRY AT ORIGIN AND DESTINATION AND 1 FLIGHTS OF STAIRS. ELABORATE FURNITURE ITEMS THAT NEED TO BE DISASSEMBLED AND/OR REASSEMBLED MAY REQUIRE 3RD PARTY SERVICING OR ADDITIONAL LABOR AND SHOULD BE DISCLOSED TO YOUR ESTIMATOR AND INCLUDED IN YOUR ESTIMATE. DISCONNECTING AND/OR RECONNECTING OF APPLIANCES IS NOT INCLUDED IN THE PRICE. REASSEMBLY IS SUBJECT TO THE AVAILABILITY OF TOOLS AND/OR ALL PARTIES BEING AVAILABLE. THE PACKING AND UNPACKING OF BOXES IS ONLY INCLUDED IN THE PRICE IF IT IS ITEMIZED IN THE PACKING AND UNPACKING SECTION OF YOUR ESTIMATE; ALL MATERIALS/LABOR FOR UNDISCLOSED ITEMS WILL BE EXTRA.
ensured Ms *** on see attached
Gold standard also does not promise delivery dates due to logistics of moves , and indeed Ms *** was piggy backed with other moves that why the delivery truck had taken the OR route she was being shipped with other moves . Out of State did offer a disount which our customer said she would like to wait for her claim to be process to b e finished and out of state will apply a discount for the delay in the delivery .
Document Attached***
While I do understand what was in the contract, I still believe Bait & Switch is the theme here. When I spoke to Jenn B. on 4/25/19 over the phone, she actually said to me: "It doesn't matter what he said to you. Once you sign the contract, whatever he said is nullified." If that doesn't acknowledge Bait & Switch, I don't know what does.
Their salesman clearly knew I was trying to pay for all moving expenses on my credit card (for the entire cost, not just Gold Standard's cut). He said "our movers" and used other language that would make the average person (a non-"professional mover" like Gold Standard) believe that all money was going to one company. I had no idea that I was paying a different company (Out of State Movers) to pick up my stuff until I got a call the day prior making sure I had cash or a money order. At this point, it is too late to cancel, change companies, and get my deposit back. I am a professional in my field of work, and I am expected to anticipate confusion and explain things to people who are not experts in my field. Gold Standard did not perform their due diligence as professionals in their field.
I would also like to note a few things:
1. The loaders who picked up my stuff in LA stated that it was illegal to pack the truck to the ceiling, and left 2-3 feet of empty ceiling space. Yet, when delivering items to me in OR, my stuff was packed to the ceiling.
2. Due to not packing to the ceiling, I "used" a full 26-ft u-haul truck and had items left behind. Upon delivery in a 18-wheeler (which is what they were supposed to have when they loaded in LA) with my stuff packed to the ceiling (supposedly illegal), I only used 16.5' of space (see attached photo).
3. My lawnmower, which I paid extra for as a specialty item, does not start (see attached video). We drove it onto the truck in LA, and they had to call a flatbed tow truck to unload in OR. The tires were flat, the seat was bent, and it did not start. I hope the movers plan to refund my extra fee for the specialty item.
4. I received my delivery outside the 30 day window. When I called to ask about it, I was told it was 30 "business" days. However, if the delivery drivers are calling and texting me on the weekends (even in the middle of the night!), and delivering on the weekend, it is logical that weekends should be considered business days.
5. Gold Standard doesn't tell you that your items get moved from truck to truck across the country. In any other moving scenario (driving your own truck or loading a "you pack" truck), your items don't get transferred (and subsequently damaged). My shipment went from Texas to Wyoming to Seattle Washington before going to southern Oregon, and were transferred multiple times. Some boxes arrived with missing lids and make-shift tops because several of our boxes were damaged in transit (see attached photo)
Due to the amount of items broken, damaged, and missing parts, I currently have a claim in the works with Out of State Movers. It is still "in process" since they have up to 120 days to "give me an offer." Supposedly they are offering a discount once they see how much is paid out in the claim. I don't know why the claim has anything to do with it - the money from the claim will help pay for the damaged items (washing machine, riding lawn mower, TV, etc.) that I need to replace. It will not account for the inconvenience of receiving three "will arrive within 24 hours" calls that were delayed, receiving my items over 30 days after pick up, the extra money I was charged and forced to pay or have my stuff held hostage, and how much more I paid to fly back to LA, rent another truck to pick up the items they left behind, and drive it to OR myself.
I just want Gold Standard (and Out of State Movers) to do right by their customers, and for the states to look at moving company practices. It's astonishing that Gold Standard believes a guy in flip flops and sweats is considered a "professional mover" simply because he has a CDL and can drive an 18-wheeler. He's not dressed professionally and doesn't understand that a box clearly marked "FRAGILE" should not be at the bottom of a stack of 5 boxes. Then has the audacity to tell me I "packed it wrong" when things are broken.
Jenn B. is the one dealing with this Revdex.com complaint, and is also the person communicating with me regarding the claims. It is a difficult position to be in, for her and for me, because I don't know if either event (the Revdex.com complaint and/or the damage claim) will have an effect on the other.
I tried contacting Sharon as instructed by Jen in her last Revdex.com correspondence, but did not received a response. I emailed Jen B. to seek further guidance and received the following email from her on 8/27:
"Out of State Movers are going to be responsible for compensating you , they were willing to work with you , but only after the claim is fully processed all of the way . We will continue to follow up with them on your behalf . Like I have stated in previous emails you should receive a response in 90 days, it takes 120 full days for the claim to fully process and for them to make an offer . Out of State will be the ones responsible for the refunds and claim pay out."
So, Gold Standard is NOT providing a 30% discount off my deposit (which was paid to Gold Standard) as they stated in the Revdex.com correspondence... they are offering Out of State Movers to pay the refund.
This claim was against Gold Standard based on their bait and switch method to lure me in as a customer, and Gold Standard is not refunding anything back to me from my deposit TO THEM. Instead, they are shifting responsibility to the company they hired to move my possessions, despite their insistence that they had their own "professional" movers. As a result of this decision, over $10,000 worth of my belongs were damaged or destroyed. While Out of State Movers does owe a refund to me, Gold Standard should have some monetary responsibility as well.
Based on the date my damage claim went into "review" status, we will reach the 90-day mark this weekend.
Gold Standard has sent the customer 2 different refund agreements for the 30% refund , and the customer still has not signed the agreement so the refund can be processed . As per many responses to the complaint , Gold Standard can only act on the customers behalf in the claim process . The motor carrier offered to look into a possible refund depending on the outcome of the claim once it fully processes . Through many exchanged emails , normally a claim once it is submitted , the consumer will receive a response in 90 days . It takes a full 120 days to fully process the claim completely . Gold Standard has followed through with the 30% refund that was offered , the refund can not be processed without a signed refund agreement . We will continue to assist the customer through the claim , but we have no control over the time factor or the outcome . Gold Standard will continue to respond to the customers complaints , emails and phone calls . We have tried to resolve the matter as well . We feel that each time the claim is in review status , the complaint keeps getting re-opened . As per our contract which states we can only act on the customers behalf , that this matter has been resolved per the attached refund agreement please see copied section of signed contract with the customer : 4. CUSTOMER HAS HIRED GOLD STANDARD RELOCATION LLC. AS A MOVING COORDINATOR/SHIPPER AGENT/BROKER AND NOT TO HANDLE OR OTHERWISE PARTICIPATE IN A MOVE AS A CARRIER IN ACTING AS A SHIPPER AGENT ONLY, GOLD STANDARD RELOCATION LLC. IS NOT RESPONSIBLE FOR ANY ACTS OR OMISSIONS OF THE CARRIER OR ITS EMPLOYEES OR AGENTS. CUSTOMER MUST PURSUE THE CARRIER FOR ALL CLAIMS FOR PROPERTY DAMAGE AND PERSONAL INJURY OR DEATH, INCLUDING WITHOUT LIMITATION, ANY CLAIMS FOR DAMAGE TO PROPERTY, LOST OR STOLEN GOODS, DELAYED PICKUP OR DELIVERY, ACTIONS OF ESTIMATORS, DRIVERS, PACKERS OR MOVERS, OR OTHER TYPES OF CLAIMS. GOLD STANDARD RELOCATION LLC. WILL ACT ON BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THE CARRIER'S MAXIMUM LIABILITY IS LIMITED TO THE LESSER OF THE FOLLOWING: (A) THE AMOUNT OF THE ACTUAL LOSS OR DAMAGE, (B) AN AMOUNT EQUAL TO SIXTY CENTS (60 CENTS) PER POUND MULTIPLIED BY THE ACTUAL WEIGHT (IN POUNDS) OF THE LOST OR DAMAGED ARTICLE; OR (C) THE LUMP SUM DECLARED VALUE.
Gold Standard has now changed the procedure in walking our customers through our contract . We now strongly recommend for our customers to go through the " Your rights and responsibilities for your move " handbook . We now strongly advise during pick up confirmation for the customer to call customer service if they have any questions during the move itself , and to read through all of the paper work the movers provide , before signing . Our goal is to service every move with no damages , to avoid a long claim process . We understand the customers frustration awaiting the out come , and we have offered to refund for our part in the damages that were caused in the process of the move .