Paul M.
Not happy
In the beginning I asked for a packet tobe sent to my home I was given a PDF file . I am not very good with computers. Was not sure until the week before our ship date if we would get a container. After sending our container it went to a random inspection All we were given was a phone number to call about when the container would be released. I do not feel Ruby represented our interests.yhe quote for shipping was also not close.I during inspection many of our items were stained with grease.I would not recommend using this company.they took our m only and left us on our own.
Response from RubymovesDec 11, 2025
We are sorry to hear that you feel this way, and we would like to clarify several important points regarding your move. First, at no time were we requested to send a paper copy of the documents. Regardless, our company does not mail physical document packets, and all clients receive their paperwork electronically. Our coordinator also spent over an hour on the phone with you, walking you step-by-step through every form to ensure you felt supported and confident. Regarding the container availability, we booked and arrived as scheduled with the container for you to self-load. We updated you with the arrival date as soon as the steamship line confirmed the earliest date which was in line with your preferred load date. You also signed documentation acknowledging the possibility of a random U.S. Customs inspection. These inspections are entirely random and beyond our control and can happen to any shipment. Because you were calling multiple times per day requesting status updates, and because the inspection site does not provide us updates until the inspection is fully completed, we provided you with their direct contact information so you could obtain real-time details. We only receive two notifications: when a container is pulled for inspection and when it is released. Your final invoice matched your original quotation exactly. The only additional charges were for insurance, an optional service you chose to add and the Customs inspection fees, which were billed directly from the inspection center. These were not charges assessed by us. With regard to your concerns about staining: U.S. Customs and Border Protection does not use grease during inspections. Officers wear protective gloves, and we have no involvement in the handling of the goods during this process. Additionally, your container was self-loaded, and we provided full guidance throughout that process. We take pride in offering hands-on support, and our team assisted you continuously throughout your move. For these reasons, we do not feel your comments accurately reflect the services provided. We sincerely wish you the best in your new home.