ComplaintsforRelo Solutions Group

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were relocated from Colorado to KS, for my husband’s job. The company relocation used Relo Solutions to coordinate this move. We had a treadmill that was bought in 2019 and worked perfectly. After moving it, and having this company set it back up it does not work. We have spent much time putting in calls to this company to get our treadmill fixed. They have sent two technicians out (over the past 7 months since we moved). No one has been able to fix it, tell us what the problem is, or provide any possible solutions. We have chased them down with phone calls, trying to get this resolved, only to be told they will call back or transfers to someone else. We have a broken treadmill that we will have to pay to haul away. This company does not take initiate to help it’s customers, avoids the problem, and tries to keep outing identified issues away. Irresponsible! Would NOT recommend using this company EVER.

  Business response

  04/25/2022

  First, Relo Solutions Group is NOT a moving company we simply disconnect and reconnect a variety of specialty items for the moving industry nationally.  We had been engaged by ******* Moving to assist with the disconnect and reconnect for this treadmill.  ******* Moving was working through a Relocation Management Firm called ***. At destination, our Service technician reinstalled the handlebars and screen- and there is now a sensor error…which is preventing the treadmill from working.  This is most likely caused during the move.  This sensor error has nothing to do with the basic assembly that Relo Solutions Group provided.As a courtesy, we did send a Service Technician out to the residence to check all the connections and confirm what I have stated above.I had offered to split the repair cost (which is estimated to be about $1,300.00 with parts and labor) as follows:***Relo Solutions Group ******* Van Lines and******* Moving and Storage At this point, I have not heard back from anyone regarding this courtesy offer.  My associate Patty H***** has been attempting to explain all of this to Ms. **** and I have been advised that Ms. **** because verbally abusive to Patty which lead to patty hanging up the phone.

  Customer response

  04/25/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. We realize that Relo Solutions disassembles and reassembles the equipment. We maintain that it was their handling of the treadmill that caused it to break-NOT the moving company.  This was a relatively new treadmill, purchased for $2600 in late 2019 (before covid).  It worked perfectly upon them taking it apart.  As soon as they reassembled it, it never worked again.  I'm not how any common sense can defend that their handling broke it.  This issue has not been resolved since September 2021.  It is ridiculous that we are STILL chasing this company to help resolve the issue.  Jim W**** has not returned my half dozen voicemails over the past few months.  Every phone call I have ever had with various employees, they all say that they will look into it and rarely contact me back.   Patty H***** NEVER offered to fix or provide money to fix anything. On our phone call in April she said the opposite--shirking any responsibility of Relo solutions, stating it was not their fault and they are not paying a dime.  Patty H***** was INCREDIBLY unprofessional on the phone with me--she was yelling at me and told me we were "shady" for moving again when I explained there was a time crunch.  I could not believe such poor customer service on her part.  When I asked to speak to someone above her, she refused to provide me her name.  Or position in the company.  She said "I'm not telling you anything, I'm a worker here".  Unprofessional.  Disgusting!We have never received any written or emailed documentation as to what "professionals" they hired had diagnosed as the problem.  They admitted in an earlier conversation (an employee named Mary R**), that their representatives that take apart and put back together fitness equipment are not specialized in the ability to do so.  I wish we had never agreed to use this company.  Not only did they break the treadmill, they don't have the integrity to do the right thing.  I will never see any actions to fix the treadmill or receive any credit to reimburse me- if they had any decency they would have already done so. I am overtly frustrated, disgusted and want to warn others before they get burned by this shady company.  Regards, ****** ****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩