Gold Standard Relocation review: Moving (broker) 16

This is the short version of a complaint against a Florida-based moving broker, Gold Standard Relocation (GSR) (and New Jersey-based mover, Direct Movers (DM)) I filed with the BBB; there is so much more to complain about and I did with the Florida AG, who is investigating it further; the DOT; and the FTC.

7-16-19, 2018, I researched moving trucks for my nephew's move from NY to NM the end of July. I knew I could rent a truck for $2300 with unlimited mileage and my nephew would drive it. But I researched other options seeking the best deal using credit card only. One of the "moving" companies' reps I talked to was Garin Combs, GSR, who convinced me he could beat the $2300 because "they" had a full-service, direct-route truck, almost full, ready to head out by the end of July. But to get the 50% off and beat the $2300, I would have to sign the agreement now. I explained I hadn't talked to my nephew about the timing of the move or what household goods he needed to ship, but Garin told me because we were working with poundage (later to be changed to 1000 cubic feet without my knowledge/approval), the agreement for $826 down and the remainder ($1300) due at the end of the move would remain the same as long as we were at 2000 lbs or less ($.70/lb over that). Even after I provided a better, but far from complete, inventory, Garin noted I was still okay. I quickly reviewed the agreement and noted for the first time, GSR was a broker, not the actual carrier, but since the agreement appeared to be okay, I assumed these were all the charges, including the broker fees and mover's (still unknown to me). GSR had a good BBB and other ratings, so I assumed, wrongly, that GSR would contract with a reputable carrier. I signed the agreement and had 72 hours to back out. For the next 3 days, I couldn't reach anyone when my first credit card charge came in for $966.49, instead of $826, per the binding estimate. From this point on, every e-mail/agreement included a change, increase, etc. The next increase I paid was $1000 by cc. I've disputed this charge (really both cc charges) because it was charged by Liberty Bell Moving Group which I've since found out is owned/registered agent by the same person, but it has horrible ratings (also check out LB Moving Group). Since then I've also talked with the FL AG's Office, and if I'd known what I know now, I would have run from this company.

The next big surprise is when the mover, Direct Movers (DM) (Union City, NJ) (I'll be filing separate complaints on the mover's tactics) showed up late 7/29 (Sunday night), and after loading up my nephew's stuff, demanded $1500 in cash. He called me and I immediately called GSR (Caitlin) who "negotiated" MY payment in cash for later. I never agreed to pay any cash; I didn't have any. Everything would have to be credit card or it was a no go and Garin knew that (but I was no longer working with Garin)! I had to use a convenience check from my cc company (at usury interest rates), wait for the money to get put in my checking account to wire $1500 (the only acceptable way for the mover), which took a few days. I continued to argue with GSR (mostly Caitlin, but two others as well) to no avail. The $2300 move was now $3, 466.90 and I still owed another $1500 if we wanted my nephew's belongings. His belongings were now the hostage of two shoddy businesses and there was no way we were getting them back unless we paid more money. (I even tried telling them to offload his belongings, charge me for that and storage (whatever) and I'd find another mover...but no.) GSR, Caitlin, assured me they'd keep me informed of the move, but late 8-5, Sunday, I received a call from the DM driver. They'd be delivering on 8-7 (Tuesday), and $5, 000 in cash or PO money order to DM had to be paid if we wanted my nephew's stuff offloaded. Calls, arguments, etc. followed. GSR, Caitlin, "negotiated" the $5K down to $2K. When the truck arrived, we negotiated it to $1600 CASH (if I'd had a money order drawn for $2K, I wouldn't have had negotiation ability; thus, I chose to negotiate with cash (not a great way of doing business in my mind)). Now that we have my nephew's stuff, we're filing our numerous complaints with the DOT, FTC, State AGs, etc.

My dispute for $140.49 was not resolved in my favor because I gave them my credit card information for the $826 (but again, I didn't give it to them for the $966.49), but for the $1000 charge, it was resolved in my favor because it was a fraudulent charge by Liberty Bell Moving Group. My $2300 move actually cost $4066.49. But if GSR hadn't accidentally billed me $1000 using one of its other poorly-rated companies' services, which I successfully beat disputing the charge through my cc company (versus signing the non-disclosure agreement GSR, Sharon, offered me to not complain), and if I had had to pay $5k to get my nephew's belongings off of the truck, this move would have been $8466.49. A little higher than the promised $2300!

I doubt I'll ever get another cent back, but this broker (and this mover) needs to be red-flagged like its sister companies.

Call the FL AG's Office and check this site before you sign anything with this company. https://www.bizapedia.com/people/margaret-drayton.html

I will never use a broker for a move again, especially those located in Florida. I wish Pam Bondi, the FL AG, good luck in cleaning up this industry in her state. I doubt I'll ever use a mover again, but if I do, I'll be sure I'm working with the mover, not a broker. And I can assure you DM is the last mover on earth I'd use.