Prime Relocation Services

It was horrible. The cost tripled after the loaded our stuff. They no-showed on their delivery date and came a week late. When I called the “customer service” agent was incredibly rude. And when they delivered... EVERY. SINGLE. Box was damaged. Do not hire this company.

We booked Prime Relocation Services to pack and move our belongings from Murrieta, Ca to Concord, NC on 9/1/20. We had requested our delivery date to be 9/11/20 in NC. Our initial quote for a 4 bedroom home was approximately $5700. Upon arrival, the price increased to $14,299.67. We felt forced to agree due to a time line for a new job starting in NC, plus we already paid a deposit of $1,429.75 prior to the movers arrival. The movers implied we may lose some or all of the money paid already if we cancelled the move. We reluctantly agreed to the move. After the pick up they required a check for another $6000, then stated the remaining $6869.92 balance would be required at the delivery in NC. On 9/9/20, I received an email with my invoice from our move from their Customer Service manager, Felix. He also called me saying I needed to pay the remaining balance before our move could be scheduled to leave their warehouse in California. He sent me a separate email from his corporate email account giving me the account information in which to pay my remaining balance of the $6869.92 through Zelle. I let him know I would need to break it up into 2 payments because the max transfer amount is $3500. I then transferred $3500 on 9/9/20, then I sent the remaining $3369.92 on 9/10/20. On 9/16/20, a representative from Prime Relocation Services named Brenda called me asking for payment of $6869.92, which I had made on 9/9/20 and 9/10/20 to their Zelle account. She asked me to send proof and I sent her screen shots of my Zelle transfers. She thanked me and said she'll get back to me. I asked about my items which we had expected a week ago at this point. She said she had no information on scheduling yet. She called me back on the same day, 9/16/20, to let me know they have fired Felix that same day due to fraud. Felix was the representative that accepted our $6869.92 payment on 9/9 and 9/10. She stated the account information for the Zelle transfer Felix gave me might have been his own personal account. She asked me to call my bank to see if I can recover the payment, which I did the same day, but my bank said it is not guaranteed and the claim could take up to 45 days to process. I called Brenda back to let her know that I will need to wait up to 45 days to hear back from the claim and she told me that they can't schedule for my belongings to be delivered until they receive another payment of $6869.92. They are planning on holding my belongings until I come up with another $6869.92 which I have already paid. My 4 children age 11, 9, 6 and 3, my wife and I are living with only the items we brought in a car and an SUV since 9/1/20 and they are threatening to not deliver our stuff if we don't pay again. Today is 9/23/20 and we still sit here with no belongings in an empty house with this company holding our stuff hostage.

6-13-2020 First agreement initiated with Richard Gibson 6-19-2020 Revised agreement signed for $2601.00 based upon 526 cf. (3682 lbs.) with Richard Gibson We paid a $400 deposit via credit card 6-24-2020 Truck arrives with “Roman’ as person in charge. They arrived at 12:00noon, it was clear this was not a happy crew. Upon entering the house, he declared we have too many goods to move and says he will only take what is in the contract. In fact, he never counted our boxes or surveyed the house, he simply scanned the living room and said we had too many items. When we told him we need to move everything, he said we had a choice, they would move only items in the original contract or he would write a new contract for everything in the house and garage and the new amount was $5,487.00. The job doubled in price without as much as a survey. There is no way our few pieces of furniture and boxes weighed anywhere close to 3,682lbs. I called Richard Gibson our sales contact several times, and left messages, no response whatsoever. Clearly once he got us to sign the contract, he could care less what happened on our move, despite telling me how he would stay engaged throughout the move. Never heard from him again, horrible. We gave Roman a check for $3,400.00 and they commenced loading the truck, and clearly not happily either. After all the house goods had been loaded, Roman announced that the garage items and storage unit items which we had shown him pictures of were now going to cost an additional $1900.00 I reminded him he had agreed to include the garage items with the house, but he refused that and said they were leaving and we could load the rest ourselves or pay the additional money. In essence, this was extortion, pay or too bad for you. The new contract amount was $7,387.80 almost triple the original amount we had agreed to. What was so bad is that most of the storage unit items were part of the original contract. We gave him an additional check for $1,000.00. So, on 6-24 we had paid a total of $4,400.00 When we arrived at the storage unit which had the three bookcases listed in the original list, two kitchen chairs on the original list and about 8 boxes, and 5 large black trash bags of clothes, Roman said they did not have the room to load these items. In fact, I took a photo of the truck, there was plenty of room. He tried to get me to pay more but I refused. They then asked to make a video saying how wonderful they were in exchange for having loaded the items. I did the video as the only way to get our goods on the way to Sacramento. This was after 7:00pm and I was exhausted as I am 70 years old. We filled out paperwork saying the first available day for delivery was Sat 6-27-2020. He mentioned crediting us $395.00 and he wrote down that our check amounts were $3,800 and $1,000. We understood this to grant us a $400 credit. The paperwork said we would owe $2,101.80 upon delivery, he voiced this, and we understood that was the amount remaining and due upon delivery. 6-26-2020 I phoned customer service and was connected to “Felix”. I asked when we couldexpect delivery of the items. He said we should expect them possibly Sunday 6-28-2020 as hehad a truck headed for Washington State. 6-27-2020 I called him again, and he stated that it turned out they didn’t have room and ourgood were still in Sacramento in the warehouse. He would call me back with an update. Healso told me the loading foreman “Roman” filled out the paperwork incorrectly and we actuallyowed $400 more than the contract stated. Once again, the contract is only enforced when itserves Prime Relocation, but never when it serves the customer. Beyond unfair. 6-29-2020 Felix called me to say they were going to load on Wednesday 7-1-2020 and that wecould expect the delivery on Friday July 3,2020. He also then informed me that our deliverywould not be complete and that only about 60% of our items would be loaded, the rest tofollow at an unknown date. As shocked as I was, I told him that the bed MUST be loaded, thatwe have a 70-year old woman sleeping on a wooden floor in the house. He assured me the bedwould be loaded. 7-2- 2020 I again called, and Felix then told me they had a truck mechanical breakdown andour delivery would be delayed until Saturday July 4th. I asked about that being a holiday and hesaid it was no issue and the driver would be calling me soon to arrange delivery after theydropped off a load in Oregon. 7-3-2020 I called and spoke to another gentleman whose name I recall was Alex. He confirmed that the goods would be delivered on Saturday and that it was a partial delivery, he could not tell me when the rest would arrive. 7-4-2020 I received a call from the driver saying they could deliver either late Saturday, or we could choose early Sunday. We agreed to early Sunday as it sounded like that was their choice as well. 7-5-2020 Sunday at 10:30am the truck arrived at our address, and the driver demanded payment of $1,580.00 or they would not unload. We paid him in cash with three witnesses. They unloaded the truck, did not setup the Sleep Number bed at all, simply dropped it all in place in the Master bedroom. NONE of the furniture was reassembled, none of it. There was little effort to place items, it was dump and run. My partner Cynthia and I are both 70 years old…but again once the driver had his money, then getting finished was the highest priority. Helping us, was the least of their concerns. We asked about the missing items, they said call the company. 7-24-2020 after another 2 weeks of calling, a truck arrived with the balance of our goods. hat we received was some of our furniture, many pieces were broken or smashed beyond repair, Herman Miller Aeron chair snapped in two, book shelves with the shelves missing entirely, lamps smashed, and several pieces of furniture missing. We also received plastic bins with someone else's belongings in them!! Worse than all of that, the day following the last delivery we were called by Prime Relocation asking for additional money!! In summary: DO NOT believe their sales reps DO NOT believe they have their own trucks, they do not. Expect to be held up for more money once, if not twice during your move Expect them to refuse to reassemble your furniture (they use sub contractor delivery companies) Expect to wait well beyond the contract time delivery Expect them to enforce the parts of the contract that favor them, but ignore parts such as "fulle reassembling your furniture" Our move was a living nightmare...avoid this company at all costs.

The reason I chose this company is all the 4 and 5 star reviews they receive, but this move was such a hassle and I could not believe how unresponsive the company was to my move (esp. during a pandemic). During the moving day I got 1 phone call from the company to update me on my pick up and I spent my day (a Saturday) searching for someone to answer their phone. Nothing. After a 9-11 AM appt. time, they arrived at 8:45 PM and finished packing at 1:30 AM. At 10:00 the movers were adjusting my bill and asking for thousands of more dollars (literally) for my move. I realize these adjustments are allowable, but at 10:00 on a Sat night there is no way to talk to anyone in the office to verify or consult. Yes, ridiculous. My rep Niko Callis never reached out before, during or after the move, and what's worse, wouldn't return my calls. He said my property would not be transferred from one truck to another after pick up, and he didn't tell the truth. My stuff arrived on a completely different truck. After telling him of the pick up debacle, he asked to put everything in an email but then never responded. Really don't know how he could have been worse. Get another job that doesn't require service. After asking customer service for a discounted rate, they said they would consider it when the movers arrived for delivery. Oh, really? At 8:45 at night again? Unacceptable. After having to seemingly fight to talk to someone in a supervisory position, M. Lavanda forgave the final payment due upon delivery. I will say that Mr. Lavanda was very apologetic and empathic (unlike anyone else I had dealt with) and I appreciate his professionalism. The movers were fine. One piece of furniture had damage upon arrival. I will also say, after looking at the cost of the moves of some of these other reviews, I feel completely ripped off. I had a studio apt and my revised, estimated charge was $5343 from San Francisco to Dallas. I have zero faith that the fee was fairly and appropriately calculated. I would never, ever recommend this company.

They’re thieves!! They loaded our entire home telling us our things were moving from Ca to Ky and would take 3-4 days. I later find out they loaded up our personal belongings and took them straight to a warehouse where they still sit... I think. No one can help me locate our things or a destination our things are stored at. You get the runaround every time you finely reach a person. We have a contract stating door to door service and they had this planned all along. Like the others here I got the same response and excuses. I’ve contacted a attorney & police. This is theft and fraud!! I’ve paid thousands of dollars and totally got scammed!! Avoid this company!!

DO NOT HIRE THIS COMPANY!!! This move was horrible. What an unprofessional company! First, they did not arrive with a large enough truck to accommodate all of our items. So they had to unload our first truck & come back with another. Said they would arrive at our new home in 3 days. That did not happen. After many calls back and forth and many excuses about the delay (truck broke down, driver got sick, etc.) they finally arrived at our new home after 16 DAYS (while we had to stay in a hotel) This move was only from California to Arizona!!!!! Their unloading crew included a 12yr old & a 14yr old. The head guy said they did not stack our items properly and as a result boxes marked “fragile” were on the bottom. The result of their careless packing was many broken & destroyed items (antique dresser, dining table, garden statues, grandmother’s wedding dishes, etc.). In addition many items were missing (sound system, fishing poles, clothes, a complete set of cookware, hats, shoes, etc.). They couldn’t even put things back together properly that they had taken apart. They are not very responsive to calls & e-mails. When they do respond it’s always with I’m sorry or we cannot find your missing items. Really??? That’s their response!! Where did our stuff go????? Would give them a zero rating if possible!

Horribly. Upfront and initially, I was very happy and pleased with their customer service. Do not be fooled. The movers picked my apartment up on June 3, and I have yet to receive my things. I have been jerked around, anticipating a drop-off based on their promises of a delivery FOUR different times. My belongings were supposed to be here June 11. From complete silence from operations, to numerous phone calls going to a voicemail box that has not been set up, and the company screening my calls, I went to Angie’s list to read reviews. I saw someone else had posted that their belongings had been delivered (late, completely damaged, due to an accident where all their belongings were damaged beyond repair). The dates and route make complete sense. I wouldn’t be surprised if my stuff was laying out in the desert as well. I wrote a negative review prior to this one - which has mysteriously been removed - and within a minute of my negative review, I received a call back from the 3 numbers I had been given throughout this horrible process. I was assured my stuff is safe and would be here today, Wednesday July 1. I received a call from the 5th operations/manager, and now my items are expected to be here on Friday. Right..I’ll believe that when I see it. You’re better off renting a uhaul and having control of ever seeing your belongings again.

On 11June2020, Prime Relocation Services delivered our household goods that they were contracted to move from California to Arizona. Upon delivery and after full payment, the crew began unloading the truck and bringing items into our house. Very quickly, it became evident that our goods had undergone extensive damage. Furniture was destroyed beyond repair, boxes were crushed and their contents destroyed beyond repair. Clothing had been expelled from its original boxes and placed into other boxes. Most items were covered in dirt. The driver of the truck finally told us that the original delivery trailer had had an accident and his crew was sent out to collect our goods 6 days post-accident. Most of our furniture is missing; 10 pieces and much of our personal items. The furniture that was delivered had been destroyed beyond repair; 12 items. Other items are damaged. I called the company, who had been misleading us all along about the whereabouts of our goods and they said claims would contact me. a day later, i received a claims form. This is unbelievably inadequate. Our household items, some completely irreplaceable, were left unsecured and damaged in the desert for 6 days without our knowledge. Some of our items were scooped up and delivered to us covered in glass and dirt as if that is ok. This is a near complete loss of our household goods. After posting a complaint with the BBB, a representative of the company called me and told me that if I would remove the negative reviews, they'd be more likely to work with me.

They are amazing and are very professional. It was an easy move and I never had such an amazing experience. I would highly recommend them.

It was my first move. It was great. He explained everything. They were very fast. Everything was great. They picked me up and delivered my things to my apartment.

It was good. I was really satisfied. The price was not expensive. It was a good experience.

It was the first my EASY moving ...without any stress...guys make everything...so quick...and without damage.