Gold Standard Relocation

As a representative of the entire Customer Service team here at Gold Standard Relocation, I do want to apologize for Ms. dissatisfaction with her experience with us. We do sincerely strive to take care of all of our customers, and we did the same with Ms.. We tried to come to a resolution during the pick-up process, but the customer was not willing to come to a final agreement. We do believe that the biggest issues with this case was miscommunication as we did not promise, nor did we have on the estimate, full packing services for the entire move. The customer was originally priced at $2,724.23 for the total move, and that was including packing materials that included 20 small boxes & 25 medium boxes. That price also included transportation of 606 cubic feet/4,239 pounds. The customer had an additional 200+ cubic feet than the original inventory stated; therefore, the carrier is allowed to charge additional fees for extra volume. Considering the fact that the customer was originally booked at a 74.77% tariff discount, this shows that the customer is booked as a piggy back move, meaning they do not fill a whole truck and receive a significant discount based on being able to be a shared move. It does state in our estimate that the customer signed that "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." Unfortunately, due to the significant amount of extra volume (bigger size) of the items to be transported, the carrier was not in a position in which they could maintain the tariff discount for the extra items. They added reasonable additional charges for the extra volume. As far as the packing services go, as stated before, Gold Standard did not promise, nor did we include in the estimate, a full platinum packing services fee. There were packing materials on the estimate; however, the carrier informed us and the customer that the customer needed additional packing services than they had guessed they would need. It does state in our estimate, in the "Additional fees and Accessorial Services" section, that the packing services needed are "at the discretion of the mover at time of pickup to determine if items will require professional packing services. In these instances, additional charges will be applied." If a customer has items that need to have extra packing, if for no other reason than to safely transport to protect the items during transportation, the carrier does sometimes find that necessary for the customer's protection and adds fees, and we trust that our carriers do this within reason. This bring us to the miscommunication about our "binding, not-to-exceed" agreement. This means that our customers elect a binding, not-to-exceed price which means that (again, included in our estimate) "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." Considering the customer had extra items, extra volume, and extra packing, the total cost was higher than the original quote. I do believe that the customer's confusion about Gold Standard being a broker was, again, another miscommunication as it states clearly in our estimate, over five different times, right under the price of the move that "Gold Standard Relocation LLC is a moving broker (Fla. Broker Reg. No *** who is hired only 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." It is, by no means, hidden in the estimate or by any one of our representatives here in the company. So ultimately, the customer did refuse service, and within our agreement and the cancellation policy, as well as the estimate/agreement itself, it states that the customer agrees that "any refusal or denial of service, either verbally, in person or over the phone, will be treated as a late cancellation made outside the cancellation window. I understand that no refund will be issued if I refuse or deny service on the day of pick up." Even after reminding the customer of this agreement, we still had Megan reach out to the customer with different options to avoid not receiving service and not getting a refund. That email is attached, and it read these options to the customer: "your move when from 606 cf to over 800 cf and at this time you are not willing to pay the extra amount for extra items you are bringing and also not willing to pay for the extra packing that is required to insure your belongings are shipped properly without damage. in doing you are refusing service at this time they are a few options we can do.1. Send carrier away and refuse service (Deposit non refundable)2. Go through with the move and pay the extra space and items you need for packing3. Take only whats on your estimate and your price wont change.4. Send this carrier away and assign a new carrier out to your home, But we would like to do a quality assurance call to make any changes to your inventory so when the new movers get there you wont run into the same issue."The customer ultimately decided to not go with any of these options, and when our representative tried to call her to go over the options again, the customer hung up on her. Normally, even considering that the customer signed our estimate that clearly states she is not eligible for a refund, we would have be willing to work with the customer to figure out some sort of more than reasonable compensation. However, the customer is currently in charge back status with the credit card company, and for that reason, we are no longer able to issue any type of refund. We do wish the customer would have reached out to us, and again, we would have been more than happy to work out something with her. And again, we do apologize for the experience and any confusion or miscommunication.

I want to acknowledge ***'s frustration with her experience with how things went. Ultimately, while our office tried our absolute best to stay in contact with the customer via phone call and email, our team believes this to be a product of miscommunication, which we did try to resolve several times. I have attached emails sent to *** as well as listed notes from ***'s account from every one of our Customer Service representatives below. The first mistake of Gold Standard's was when our rep, Sam, noted the account with pick-up information. He noted that pick-up would take place on Wednesday between 9-11; however, on the date on the account, the date was set for Thursday the 11th (which was the correct date). I, Chloe, relayed this information to ***, and as soon as I realized he had noted the wrong day of Wednesday, I immediately called her back to inform her of the mistake and to give her the correct pick-up information of Thursday, April 11th. The customer did not answer, and her voicemail was full, so I sent her an email with the correction (attached). The customer was extremely upset when she realized her pick-up was on the 11th because she had made travel plans for the 10th; however, we were still within her pick-up window, and we do ask customers several times throughout the booking and verification process to, specifically, not make any travel plans within or around the pick-up dates. Houston, her first assigned driver, was caught in a snowstorm, Winter Storm Wesley to be specific. Due to the intensity of the storm, it was difficult to reach him on the customer's end as well as Gold Standard's end, so we re-dispatched the job. Our contract specifically states that we do not guarantee pick-up or delivery dates, and we also specifically ask our customers not to make travel plans so that we can protect the company from unfortunate circumstances such as Winter Storm Wesley. However, even having said that, Gold Standard was still willing to offer the customer $400 compensation to cover her travel expenses (email attached). The customer also stated that she never spoke with a manager; unfortunately, this is untrue because the offer of $400 for travel expenses came from one of our managers, Jim, who *** spoke with on the evening of the 11th. While awaiting the new carrier to arrive on the morning of the 12th, the customer was speaking with a CS representative, Jen, who informed her that we were unfortunately not able to guarantee her a delivery date. I believe the customer may have misunderstood because we never told her that it would not be a straight/direct route as formerly discussed; we only informed her that we cannot guarantee delivery dates. Gold Standard has a strict policy of not guaranteeing delivery dates due to reasons like this winter storm that hindered us from picking up this customer on her preferred pick-up date. Due to the customer's frustration, she told us she wanted to cancel, and she called the driver that she did not want to move with us. We spoke with the driver who informed us that, "He said he called customer to let her know she was 5 mins and customer said she is going to eat the loss and just get a uhaul for herself and just move herself." (listed directly from the rep's notes) It is my understanding that the customer cancelled with the driver before he even arrived. After all this, even though we made every effort to resolve this situation for *** to the best of our ability and although we were still within the confines of our contract, the customer ultimately refused service. It states within our contract that upon refusal of service, the customer is still not entitled to a full refund. We were still willing to offer $400 compensation; however, the customer was not satisfied with that and wanted a full refund. We told her that was not an option considering, to no fault of the customer, we have already paid money into the coordination of the move; however, that's the reason we have a policy of no full refunds for refusals of service. The customer has now charged back the full amount of the deposit, and Gold Standard is no longer in a position to offer the $400 compensation for travel expenses nor are we in a position to offer a full refund to the customer. We truly made every effort to try to make the customer happy, service the move, and to help cover travel expenses. The notes are listed below. (dates listed from most recent to oldest)

job_no date user notes ip
XXXXXXX 04/12/2019 11:50:57 am MEGAN Spoke with driver. He said he called customer to let her know she was 5 mins and customer said she is going to eat the loss and just get a uhaul for herself and just move herself. I called left a vm and sent a per out convo email letting her know she is non rebundable due to refusal of service and we will no long be paying for her plane ticket back to AZ. 71.42.18.102
XXXXXXX 04/11/2019 10:29:21 pm MEGAN i called got no answer and left a voicemail explaining that she refused service and her deposit is non refunable and her original agreement to buy her plain ticket no longer stands. writing a per our convo now 184.88.197.53
XXXXXXX 04/11/2019 10:23:34 pm MEGAN spoke with driver and she cancelled. cant send a cancellation email. I guess im sending a per our conversation email 184.88.197.53
XXXXXXX 04/11/2019 06:45:20 pm JEN Sent *** an email ,, stating we will take care of travel expenses if she misses her flight 71.42.18.102
XXXXXXX 04/11/2019 06:12:30 pm JEN We have had to re-dispatched , the carrier has not stayed in contact with us nor the customer 71.42.18.102
XXXXXXX 04/11/2019 01:37:07 pm MEGAN spoke with both customer and carrier and apparently houston has someone from denver helping prep everything to make it a quick move. the prep is suppose to happen around 4 and the move at 5:30 71.42.18.102
XXXXXXX 04/11/2019 12:57:55 pm MEGAN Customer has to catch a flight at 4:30 and the morvers will be there at 5:30 and this is un execeptible to her and houston is still trying to get to her in CO. we keep trying to call her to give her a update 71.42.18.102
XXXXXXX 04/11/2019 12:57:12 pm SAM Tried to call customer to update her and no answer, mailbox is full also 71.42.18.102
XXXXXXX 04/10/2019 01:03:45 pm MEGAN customer is aware she is getting picked up tmw between 9-11 71.42.18.102
XXXXXXX 04/09/2019 04:19:53 pm CHLOE called to correct myself bc I had told her Wed per Sam`s note, VM was full so emailed her 71.42.18.102
XXXXXXX 04/09/2019 04:12:51 pm CHLOE delivery is thursday 4/11 9-11 71.42.18.102
XXXXXXX 04/09/2019 01:03:43 pm SAM 9-11 on wed confirmed with carrier
71.42.18.102
XXXXXXX 04/09/2019 11:01:07 am CHLOE called for pup info, Sam will call after noon 71.42.18.102

Gold Standard has currently addressed all concerns in our customers previous statements . We have shown through emails and notes that were taken in the process of the move on the Revdex.com as well . Customer service did in fact explain to Ms. that John was one of our busy representatives , and each time she contacted him by phone , or through email he sent it to our escalations department , and customer service handled it from there . Jim the sales floor manager also explained the protocol to Ms. the evening of her scheduled move as well . Again , Gold Standard is always striving to improve , and we appreciate the feed back from our customer *** , and again we are willing to resolve the refund issue as soon as Ms. account comes out of " Charge back status " In the previous response to the bait and switch tacit , Gold standard understands the confusion , but our sales reps break down our entire contract and go through step by step and if there are any questions there in afterwards , our customer service team is in place to handle any questions or concerns about the process of the move itself or any questions pertaining to the contract it self . Management did in fact pull the calls from John and Ms. and nothing was found in error . John is now longer with Gold standard to give any details of his own accord that he had with Ms. .

This original issue has been worked out with Mr.. He was not charged for any additional items or volume over than what was originally agreed upon in the original estimate. Mr. did have some packing services that were deemed necessary by the carrier that Gold Standard was able to get discounted to only an additional $470 on the total price. Mr. paid a deposit amount of $519 to Gold Standard, not $800, and he was only charged an additional $470 for packing, not an additional $600. Gold Standard, by no means, "strong-armed" the customer into paying any additional fees. The carriers provided a service for which he did not want to pay, and we simply told him that our contract was fulfilled, we had provided him a carrier, and if he wanted to send him away, his original deposit in the amount of $519 would be non-refundable but that we would be more than happy to find him another carrier if that were necessary. The contract Mr. agreed to on April 4, 2019 has been honored in that his volume has not been changed, his price per pound/cube has not been changed, his original deposit is the same. He and his wife ultimately agreed to pay for the packing services for which the carrier did not even ask to be paid for 50% of the remaining balance at pick-up which is standard practice for every move. He paid $600 at pick-up, which is what he originally planned to do, and his balance at delivery is $1,000 even. I have spoken with and emailed Mr., my supervisor, the carrier about any issues he has had several times as well as continued to advocate on his behalf every way I can. To my knowledge, this issue has been resolved to the absolute best of our ability, and I do not believe Mr. has been stromg-armed or deceived in any way whatsoever. Attached is the bill of lading reflecting the fees for the packing services and the estimate with Mr. signature.

Gold Standard Relocation has records of over fifty times one of our representatives spoke with Ms. on the phone (not including emails) regarding her move. I personally tried calling her once last week, once this week, and emailed with no response. We have by no means just taken her money and ignored her. A Gold Standard rep booked her original quote at 611 cubic feet for a total moving estimate of $4,296.45 for which she electronically signed on December, 15, 2018. Ms. went through a Quality Assurance call with one of the reps during which she added an additional 813 cubic feet for a new total of 1,424 cubic feet, more than doubling the size of her original inventory. The total cost of this came to $10,447.21, and she electronically signed the new agreements and terms for this new inventory on December 20th. Considering the fact that the average truck that completes pick-ups is 1,700 cubic feet, we re-dispatched a different empty truck. Ms. spoke with one of our reps several different times over the course of the next few days while she tried to decide if she only wanted to move the original inventory or her new list of inventory with the extra items. Finally, on December 27th, she spoke with Caylie to confirm she wanted to go with the last signed agreement which amounted to 1,424 cubic feet. She was sent an empty truck to allow the allotted space of the last signed agreement on December 28th at which time she told the carrier that she did not want to move the entire inventory. She made an agreement to move only 600 cubic feet for the remaining balance of $2,500 plus an additional $200 for packing for which she signed on the bill of lading also on the 28th of December. The original deposits collected are used for coordinating moves, dispatching a truck with the correct amount of space, etc. Per every signed agreement, there are no guaranteed delivery dates, and the carrier delivered her items within the 21-business-day delivery window allotted by the Department of Transportation. I will continue to try to contact Ms. to get photos of any damages caused by the carrier as well as continue to try to come to a resolution she is satisfied with. I have been in communication with the carrier who is happy to assist me in resolving Ms. issues to the best of our abilities.

Thank you so much for the positive feedback! We wish you the best of luck in your new beginnings!

We thank you so much for your positive feedback. We wish you and your family the best of luck in your new beginnings!

Hello,We understand your frustration with everything that you have put in your message, but with that being said there are some inconsistencies in your complaint that we would like to address. Our hope is that once we assess the facts in this complaint, we can offer a resolution at the end that will satisfy all parties involved and the Revdex.com. First the deposits we have in total are $ 2,226.04 with a total estimate of $5,503.04. We had you estimated for either 968 cubic feet or 6,776 lbs. The Movers did arrive in your pickup window, but when they got there you needed more packing then was expressed to us during booking and quality assurance call along with extra items. The movers ended up coming back the following day to continue with packing and loading of the truck and at that time you were made aware that your price would be increased due to the extra items and additional packing. According to what was expressed to us by the movers you had a total weight of 11,779 lbs or 1682 cubic feet, which also means that because of those extra items your packing cost went up $1910. You did speak with someone in customer service about your concerns with the overages and they were able to get a better break down of everything. We were able to get the movers to DISCOUNT your move significantly. The movers agreed to go back to your original weight of 6,776 lbs with the packing materials staying the same. Unfortunately we cannot negotiate additional packing on behalf of the customer, because this is a significant overhead cost for the mover. As a result - your move was discounted by $1,751.05. At this point Michael expressed - on a recorded line - that he was pleased to hear we were able to get his move discounted that much.We also understand your frustration with damaged items and we never like to hear that your belongings were damaged in the shipping process, especially military memorabilia. We here at Gold Standard Relocation have a great appreciation for our military, and do hundreds of military moves every year. With that being said the process that needs to happen is filing a claim for any lost, or damaged items. This is why we require all of our movers to carry a comprehensive cargo insurance policy. We understand based on our communication, and communication with the carrier, that you have been sent the claims information via email on March 4th. We forwarded this email again to you today. A great first step is to fill out this claims information as DETAILED AS POSSIBLE. We are happy to assist you with this. We know this claim does take a little while to complete, but we are more than happy to speak with the movers to get weekly updates on the status of your claim once it has been submitted. We do have a policy in place to check in with the movers about a claim every week so we will put you on the check in schedule until you have received payment. In regards to your personal clothing: Our movers did a full pack of your entire house. Part of this process involves emptying drawers into boxes, because they are not allowed, per DOT regulations, to move dressers with clothing inside. This is the only reason why any of our movers would touch garments that were inside dressers.Our customer service manager will be reaching out today, to assess the damages personally on behalf of our company and offer some compensation. If you could have pictures available, for us to review, this would greatly appreciated. Even though we are not liable for damages as your moving coordinators, since we do not have physical access to your belongings, we want to do what we can at this point to help the customer be more at ease with the situation, until they receive their reimbursement from the insurance company. Kindest Regards,Gold Standard Relocation

We very much appreciate the positive feedback! We wish you the best of luck in your new beginnings!

I understand you're frustrated however It is never our intention for our customers to be less than satisfied with our services. Increase: Any change in the order for a move will result in a change in the price of a move. The customer's move inventory list changed not just one time, but many before the day we showed up to pick up her items. One of the initial lists had an inventory count that the customer had provided our representative consisting of 92 pieces which was estimated to occupy approximately 440 cubic feet. The customer added items and the inventory list increased on January 16th to 134 pieces estimated to occupy approximately 611 cubic feet of volume. The final inventory count listed on the Inventory Sheets was 223 pieces. There was, indeed, a change in the order for the move and it is what caused the increase in the volume, resulting in an increase in the price. Customer was Not Stuck: Our crew is not in position to assume all items are to be moved especially if the list on the estimate they have in hand is substantially different. They will start off by loading the items they were able to identify from their list, unless they were informed by the customer that they have a change of order and will need more items to be loaded. Then the movers will cease from loading and will issue a revised estimate to include the additional items now required to be moved and the estimated increases it may cause. At this point the customer has 3 choices: 1) Customer can tell the movers that they wish to cancel the move. The movers will then unload any items which may have been loaded onto the truck. The customer then forfeits any deposit paid and will be charged for any expenses due to the dispatch of the crew, their labor, the materials for packing (if any of these are applicable), etc. 2) They can tell the movers to stop loading any more items when the reserved space is filled. This means that the price will remain the same as there have not been any changes to the requirements for the move. This also means that the customer then is responsible for the transport of any additional items which would have increased the price of the move; even if the entire inventory list is not loaded (due to the size and shape of the customer's items prematurely filling the reserved space). 3) The customers will review the new Revised Estimate which is a more accurate reflection of the volume they will need in the tractor trailer, they will make the decision that they want ALL their items packed and shipped by the carrier and they agree to pay the price to do this. If this is what the customer wants to do they will sign the Revised Estimate, which cancels out the original estimate, and instructs the movers to continue with their entire move and all the services they require to successfully provide them with a complete move. The customer chose to sign the Revised Estimate before the loading of the additional goods, agreeing that they understood that there was an increase in items causing an increase in price. Delivery: Upon pick up the movers will ask for a first available delivery date. This is the absolute first day they can accept the shipment. The logistics of your delivery do not start until after that date. They then have a delivery window to complete the delivery shipment. The customer was travelling over a 1,000 miles so the estimated delivery window was 3-14 business days. The first available delivery date given was January 28th and the shipment arrived on 2/8/2019. Which is approximately ten days after the first available delivery date therefore the shipment was made in the allotted delivery window.

First, it is never our intention for any of our customers to be less than satisfied with our services when set up their move with us. When discussing Transportation of your shipment, you will first go over with your movers about an agreed upon dates for pickup and delivery of your shipment. It is your responsibility to determine on what date your shipment will be picked up and a date or timeframe you require delivery. Once an agreement is reached, your mover must enter those dates upon the order for service and the bill of lading. Upon loading your shipment, your mover is contractually bound to provide the service described in the bill of lading. The movers use the term "delivery spread" as the timeframe in which you can expect your shipment to be delivered. This means that your shipment could arrive anytime during the delivery spread. The movers will give you a 24 hour advance notice of when they plan to arrive with your shipment. At that time, you must be available to accept the shipment or you could be placed in storage at your expense. Therefore, when you and the mover agree to a delivery date, or a range of dates, it is the customer's responsibility to be available to accept delivery on any of those dates. The only reason your mover would be excused from providing a service as described in the bill of lading is because of "force majeure." This is a legal term which means an unforeseen change of circumstances beyond the control of the mover. For example, if there were a major snow storm that prevented your mover from servicing your shipment as outlined in the bill of lading, your mover would not be responsible for damages resulting from its nonperformance. If your mover fails to pick up or deliver your shipment on the agreed date or during the delivery spread, and you have expenses that you otherwise would not have, you may be able to recover these expenses from the mover through a delay of shipment claim.Your mover must transport your household goods in a timely manner. This is also known as "reasonable dispatch service." If you have arranged for a guaranteed delivery date, the terms of that agreement with your mover apply. When your mover is unable to meet either the pickup or delivery dates or provide service during the periods of time specified in the bill of lading, your mover must notify you of the delay at the mover's expense. The mover must advise you of the dates or periods of time it may be able to pick up and/or deliver your shipment. Your mover must provide this information in writing.When refer to Karen's move in particular her items were picked up and the First available delivery date given was January 27th. The movers then had anywhere from 3-21 business days to deliver those items without the shipment being considered late. The last update we were giving her items are going to be delivered in the allotted window. I wish there was more we could do however her expected eta for delivery is within FMCSA rules and regulations.

Thank you so much for the positive feedback. Even though you were outside your refundable window, we couldn't have been more happy to give you a 100% refund. On behalf of my entire staff, we wish your mother a speedy recovery! She is in our prayers. Don't hesitate to call us if you need anything.

Kindest Regards

First, it is never our intention for our customers to be less than satisfied with our services. When purchasing a move you are purchasing the reservation of space on the tractor trailer and/or warehouse. Movers have special moving software to help them get a basic idea of the amount of space that it may take to transport each customer's shipment. This software has a list of the most common basic, standard household items household items and their estimated weight. This guide is derived from the American Moving & Storage Association's (AMSA) Standard Weight Guide. Movers also use the number "7" to convert from weight to cubic feet and vice versa. Weight divided by the number "7" = the approximate cubic feet the shipment will take. Cubic feet multiplied by the number "7" will give an approximate weight for a shipment. While this may not be 100% accurate all the time, it is the normal universal method to convert for household goods carriers.When discussing our moving estimate it states; 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. When there is an increase: The customer did not present us with an accurate itemized inventory list. They were not familiar with all the items in the storage unit. Since our crew is not in position to assume all items are to be moved especially if the list on the estimate they have in hand is substantially different, they will start off by loading the items they were able to identify from their list, unless they were informed by the customer that they have a change of order and will need more items to be loaded. Then the movers will cease from loading and will issue a revised estimate to include the additional items now required to be moved and the estimated increases it may cause. At this point the customer has 3 choices: 1) The customer can tell the movers that they wish to cancel the move. The movers will then unload any items which may have been loaded onto the truck. The customer then forfeits any deposit paid and will be charged for any expenses due to the dispatch of the crew, their labor, the materials for packing (if any of these are applicable) , etc. 2) They can tell the movers to stop loading any more items when the reserved space is filled. This means that the price will remain the same as there have not been any changes to the requirements for the move. This also means that the customer then is responsible for the transport of any additional items which would have increased the price of the move; even if the entire inventory list is not loaded (due to the size and shape of the customer's items prematurely filling the reserved space). 3) The customers will review the new Revised Estimate which is a more accurate reflection of the volume they will need in the tractor trailer, they will make the decision that they want ALL their items packed and shipped by the carrier and they agree to pay the price to do this. At this time the customer was not willing to sign the Revised Estimate. He wanted to cancel the move and not move forward. He instructed the movers to cease all services and not preform anything further. When electing to cancel upon pickup this is then considered a refusal of service. Which is outlines in line twenty in your contract. 20. AS THE CUSTOMER, I AGREE THAT ANY REFUSAL OR DENIAL OF SERVICE, EITHER VERBALLY IN PERSON OR OVER THE PHONE, WILL BE TREATED AS A LATE CANCELLATION MADE OUTSIDE OF THE CANCELLATION WINDOW. I UNDERSTAND THAT NO REFUND WILL BE ISSUED IF I REFUSE OR DENY SERVICE ON THE DAY OF PICK UP. IF I CLAIM THAT SERVICE WAS NOT RENDERED I MUST PROVIDE NOTICE OF ANY SERVICE FAILURE MADE BY GOLD STANDARD RELOCATION LLC., IN WRITING TO ***@GoldStandardRelocation.com. It is unfortunate the customer feels there is no possible resolution. However we trust that the above explanation enables them to better understand our position in this matter.

Contact Name and Title: Gold Standard RelocationContact Phone: XXXXXXXXXXContact Email: ***@goldstandardrelocation.comDear Carla and Revdex.com,I sympathize for your frustration however you are missing critical details regarding the increase in your price upon pick up. On 12/28/2018 you signed and agreed to a moving estimate, "A binding to not exceed estimate which states the following; 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.During the booking process we built you an estimate for roughly 1,878 cf. at $2.94 per cubic foot. Your total moving estimated price at that time was for $8,515.74. Before agreeing and signing to those terms you have to scroll to the bottom of your estimate and review your inventory list. That is where your article list is found. You must review that information first before we are able to collect an electronic signature agreeing to those terms. To guarantee accuracy we also did what is called a quality assurance call 72 hours prior to your move date. We do this as a courtesy to ensure everything is correct and to make any and all adjustments to your moving estimate. Therefore, if you needed to add or take anything off your inventory list that would have been the time to do so. During your Quality Assurance call you added an additional 50 items or 578 cubic feet. Typically customers may not have an accurate box count or there may be something in the attic you forgot to mention. However with your particular move you added a massive amount of the items. When those adjustments were made to the inventory your price increased. Your estimated moving price was now at $12,471.08. This was the second time we collected an electronic signature stating the inventory was accurate. Once it was time for the pickup, Gold Standard Relocation was confident we quoted you with an accurate price for your move. The movers then realized there was even more than what was originally quoted. They then informed you there may be an increase in price and space needed on the truck. However, they would not know the exact amount of cubic feet needed until all your items were loaded. They also prepared you with a bill of lading for your charges. In our several attempts to quote you accurately at 2,456 cubic feet your move in fact required 3,300 cubic feet. Based on your bill of lading the description of additional goods you had were an additional 110 boxes, 27 wardrobe boxes, 43 mirror boxes, 6 mattress covers and 15 weights. This is why your cubic feet went up another 844 cubic feet additional. Plus your move required packing materials which is considered an accessorial service. This is clearly outlined in our contract under additional fees and Accessorial services. It states; 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.To address your delivery the carrier will try to accommodate by asking your FADD. The movers will ask for a first available delivery date at the time of pick up and then plan a delivery route accordingly after. Once a first available delivery date is given the shipper then has a delivery window of 21 business days from that date, to deliver the items without the shipment being considered late. If they exceed the 21 business days the carrier will then owe compensation for each day it's late. Your shipment was made in the allotted delivery window. Based on your complaint the issue lied in lack of communication on your part. We not only provided you with a quote during booking. We revised that estimate to ensure your inventory was correct. We have several procedures in place to avoid these situations. We are only able to provide you with a quote based off your description of the items to be moved. There was a massive amount of items and accessorial services that were needed that were never disclosed to us by Carla. You can see from our many attempts through email and your bill of lading we gave you a clear description of what exactly your move required and what you were charged for. As your moving broker we are responsible to estimate, coordinate, schedule and broker this move on your behalf our role was successfully completed. If you have concerns regarding delivery this has to be done through the carrier being we are never in possession of the items themselves. I kindly ask for you to take this information into serious consideration and remove your complaint. Thank you!

Dear Revdex.com and ***,Although I sympathize for your frustration, I feel this complaint is misleading. After reviewing your list of complaints and concerns, I believe you misunderstand how your estimate works. You were not charged anything additional than what we had originally estimated. Your non-binding moving estimate with Gold Standard Relocation was for 544 cubic feet at $4.34 per cube. Your total moving estimated price was for $3623.45. From the time of booking to delivery your estimate remained exactly the same. As far as the payments that were made upon booking we require a deposit as your moving coordinator. You made a payment to Gold Standard Relocation for the amount of $1,423.45. Once the movers arrived they performed all the loading, disassembly of furniture, wrapping of all furniture and they also provide a detailed inventory list indicating the condition of the items. Once you are picked up they will then require a payment of 50% of the balance that is due to the movers. At that time you made an initial payment of $1,100 at the pickup destination. The same amount was due once the items were off loaded at the delivery destination. Therefore, you paid the exact amount you were quoted by with Gold Standard Relocation. When it comes time to deliver it can sometimes be difficult when trying to accommodate the customer. The carrier will try to accommodate the customer by asking for a FADD. In other words the first available delivery date is the absolute first day you can accept your shipment. *** let them know she was ready for her delivery asap. However, the carrier had to travel 2277 miles to her destination. The estimated delivery window travelling 2277 miles is estimated to take anywhere from 4-21 business days. If the shipment was picked up on the third and delivered on the 30th. You delivery arrived 18 business days later. Therefore, the shipment was made in the allotted delivery window. I understand your requesting compensation however we have provided the exact service you were quoted for at the same estimated price. I would be more than happy to answer any and all questions and concerns. However, this move was performed with in DOT guidelines and followed FMCSA rights and responsibilities. Therefore, we kindly ask you take this complaint into honest consideration and have it removed.

We appreciate your compliment that you were pleased with how organized we were and our customer service. We are disheartened and apologize for your negative experience with a price increase. When you have extra items that were not told to us during original reservation, and also not told to us during Quality Assurance appointments to catch anything forgotten, it could add to the price. Also, as far as the mirror, it is up to the movers discretion if the mirror is not packed properly for safe interstate travel. Carrier are determined to keep the potential for damaged items as low as possible, and will charge for the material used to repack certain items. The main price increase for you was additional items shown by the paperwork you signed agreeing to the revision done on scene with a higher inventory count than originally provided. We are happy to discuss how to rectify your complaint, and come to a resolution with you. We apologize if you feel Ryan is ignoring you, but he has since moved and no longer is employed by us. You did mentioned other employees reaching out to you and returning your calls. This would be our customer service department, the right people to speak to. Please feel free to reach out to our customer service number and ask to speak with Management to see if there is anything we can do resolve your complaint.

Kindest Regards

Yes Ma'am, and that is correct. An upright vacuum cleaner will not make a difference since the inventory over estimates the weight of each individual item. Multiple items of furniture that did not sell on craigslist will cause a price increase. Please feel free to reach out to our customer service department and ask to speak with management so that we can see what we can do to rectify your complaint. Kindest Regards

Again, for the inventory provided, it was binding to not exceed. You did have more items, as the documentation we have shows a higher list of items than you originally provided us during your reservation. You are welcome to call us if you have anymore questions. Best of luck in your new location.

"I already had the furniture on craigslist. Once I was told it "would not be a dime more" I felt it was best to move it than sell it"

Again Ma'am, an upright vacuum would have made no difference. Unsold Items from Craigslist will. We would love to come to a resolution with you, and have been nothing but willing, but it is important we also remain factual about the documented signed revision done on seen showing more items than told to us during booking and Quality Assurance. You had an additional 100cf, which we got the carrier to give you a discount on for your inconvenience.

I understand your frustration for delivery. You are going coast to coast over 3,030 miles, and we have experience some delays due to the polar vortex and extreme weather in the region of your route but are diligently trying to deliver as quickly and as safely as possible. We appreciate your patience in this regard.

Kindest Regards

Ms ***,

We have tried everything to make you happy. We scheduled your in home estimate that you requested, and even had the carrier call you and confirm that in home estimate. You claim we hit you with a much bigger bill, but this is not at all true, nor did we hold your stuff hostage. We did not even move you. You canceled under a few different reasons just a few days before pick up, way outside your cancellation policy. We even offered compensation. The entire logistics of your move was set up, and space reserved that had to remain empty as of the short notice of your cancellation. Also, we do not have the worst reviews on the internet. We are 4/5 stars on 7 out of 9 review sites. and 3.5/5 on the other two. We have tried everything under the sun to cater to your needs and set up special requests for you, only for you to cancel a few short days before pick up. Also, after listening to the calls between you and my young female customer service agent that was offensive and highly vulgar, I have instructed my entire staff to transfer you to me directly if you call in, as these women have been nothing but kind, apathetic, and professional with you. I hope you can understand why, based on some of the things you told them. We are still willing to offer compensation to rectify your complaint. Kindest Regards

Ma'am, we have all documentation proving in writing what you are saying is false, and are happy to provide that documentation to your retained counsel and anyone you file a complaint against us with. We would like to come to a resolution with you, but you are not allowing us to. We hope that changed in the near future. Kindest Regards

Again, we have all the documentation proving what you are saying is false, and will be happy to provide that to your retained counsel or anyone you decide to file a complaint against us too. We would like to come to a resolution with you, but you are not allowing us too. We wish you the best of luck. Kindest Regards

We will be happy to discuss this with your lawyer, and provide them with all documentation needed. We hope you change your mind in the near future and become solution oriented. Kindest Regards

Contact Name and Title: Gold Standard RelocationContact Phone: XXXXXXXXXXContact Email: ***@goldstandardrelocation.comDear *** and Revdex.com,I understand your frustration and Gold Standard Relocation is here to help clarify somethings. This complaint is pertaining to a price increase upon pick up. Originally we planned and prepared for the move at the total moving estimated price of $3,474.32. This estimated price was for 3,149 pounds at $.75 per lb. This price was based strictly on the inventory *** provided us with. Once the movers arrived on scene for pick up they made *** aware her price may increase. After discussing her options, the movers weighed the items at a certified weigh station. *** had an additional 1,351 pounds for a total weight of 4,500 pounds. Based off the original inventory list provided there were additional items added to the revised written estimate. Therefore, the price did go up only at the agreed upon rate of $.75 per lb. The only thing additional to an increase in weight was a charge for packing materials that were used at pick up. The movers had to pack pictures as well as a mirror. The movers provided labor as well as materials which is why it's considered an accessorial service. The customer was well aware upon agreeing to the terms. Eric was the approved person that was there upon pick up, he was aware this was an additional expense. To address concerns regarding storage the movers give you a price based off the amount of space you take up in the truck. This is based off the carrier's tariff. In this particular instance *** is receiving two months free of storage and anything additional would be assessed at $295.00 a month. As your moving coordinator we are unable to provide you a price for storage until your items are picked up and the movers are able to see exactly how much space you will need to store the items. Storage prices are determined by cubic feet rather than weight.Furthermore, payment options are outlined in our estimate in number 16 in our contract which states the following; 16. 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.I hope in addressing some of these issues and concerns *** will have a different outlook on the details which unfolded. As the moving coordinator our job is to estimate and coordinate the move. *** signed and agreed to an estimate which states Gold Standard Relocation is not responsible for any overages that may come during pickup due to increase in items. It also states that ***'s price would not exceed the estimated price for her inventory she provided and signed off to was accurately described.

Dear Revdex.com and ***I received your complaint pertaining to your deposit for your move from South Carolina to Pennsylvania. On 9/24/2018, you signed a contract via email to use our company as your moving coordinator. In order to reserve our services we require a payment upfront to coordinate your services. We present you with a contract via email and upon booking we require an electronic signature allowing us to proceed forward with the move. Before signing and agreeing to our terms the cancellation policy is presented to you which states the following; IF ELECTING TO CANCEL YOUR MOVE WITH GOLD STANDARD RELOCATION LLC., I UNDERSTAND THAT PAYMENTS ARE COLLECTED IN INSTALLMENTS FOR EACH PORTION OF SERVICE RENDERED, WITH MY FINAL PAYMENT DUE AT DELIVERY. I UNDERSTAND THAT ANY PAYMENTS MADE TO GOLD STANDARD RELOCATION LLC ARE SUBJECTED TO THE CANCELLATION POLICY HEREIN DESCRIBED. I UNDERSTAND AND ACCEPT THAT I HAVE 72 HOURS FROM THE DATE AND TIME THIS RESERVATION IS PLACED TO CANCEL THIS SHIPMENT IN RETURN FOR A FULL REFUND, AND I UNDERSTAND THIS CANCELLATION MUST BE MADE IN WRITING BY EMAIL AS DESCRIBED BELOW. I UNDERSTAND AND AGREE THAT IF I CANCEL THIS SHIPMENT BEYOND 72 HOURS OF THIS RESERVATION BOOKING, PRIOR PAYMENTS COLLECTED WILL NOT BE REFUNDED. LAST-MINUTE SHIPMENTS BOOKED/RESERVED WITHIN 7 BUSINESS DAYS OF THE SCHEDULED LOADING DATE ARE CONSIDERED NONREFUNDABLE, IF A LAST-MINUTE SHIPMENT IS CANCELLED NO REFUND OR CREDIT WILL BE ISSUED. MY SIGNATURE BELOW CONFIRMS THAT I HAVE RECEIVED AND AGREED TO THIS PROPER DISCLOSURE AND I UNDERSTAND THE TERMS AND CONDITIONS PRESENTED. THIS IS A BINDING LEGAL AGREEMENT FOR SERVICE, AND I UNDERSTAND THAT IN ORDER TO CANCEL THIS SERVICE I MUST DO SO IN WRITING TO ***@GoldStandardRelocation.com. CANCELLATIONS MUST BE MADE IN WRITING BY EMAIL AS DESCRIBED, VERBAL CANCELLATIONS ARE NOT ACCEPTED. Once we receive the signed estimate you are officially in book status. As far as the move dates are concerned you are able to change the dates as many times as you would like. As long as you give us a 5 day notice from your scheduled move date. On 10/8, just before your scheduled move date our company was notified you charged back on your deposit. At this time there was no communication from you acknowledging your desire to cancel. The only discussion we had previously was you would be notified about 72 hours before the scheduled move date for your quality assurance call. At this time your scheduled move dates were 10/12-10/13. After being notified of your charge back we contacted you several times to see if we were able to come to a different resolution. Unfortunately, at that time Gold Standard Relocation was notified of your cancellation and you were outside of your cancellation window. As your moving coordinator our jobs consist of trying to accommodate your needs and coordinating the logistics of the move. I wish you would have notified us to schedule a different move date. Or help to provide you with a different solution. Unfortunately, at that time we were simply abiding by the signed agreement between you and Gold Standard Relocation.

Dear Revdex.com and Ms ***,Although I understand the frustration, this complaint is not accurate. We do not promise anyone an exact time of arrival. On three different occasions, Ms *** was given an estimated window, which is all we can do when trucks are traveling hundreds, and sometimes thousand of miles to get to the customer. On 12/29/2018 and 2:29 pm, ***, our customer service rep, called Ms *** to give her and Estimated window for pick up of between 4-6pm. She was also sent an email which states "As of right now your move is scheduled to be picked up on 12/30/2018 approximately between the hours of 4PM-6PM. Please keep in mind, this is an estimated time of arrival. The driver may arrive sooner or after the time frame given. The driver may also call you to confirm your pick up as they are getting closer to your destination" We would not "promise" a 5pm pick up. As far as the overages, customer had more items than told to us, in which we were able to discount the overages, in which customer sent email saying how happy she was with our customer service staff. As far as storage in New Jersey, Ms *** opted for the more affordable option of a shared load to the region she was relocating too. It was how we were able to give her a 65.13% discount of the tarrif coast of her move. Her items have been delivered this weekend, and is in her possession.