Safe Medical TransportReviews of safehandsrelocations.com

Response from Safe Medical TransportApr 24, 2025

It would be a different conversation if the allegations you made were accurate. However, the reality is that this situation stemmed from frustration over the deposit being nonrefundable—something that was clearly outlined in your signed agreement. You chose to cancel on your scheduled pickup date, April 15, while the crew was en route. Had the deposit been refunded, it’s unlikely you’d be calling us a scam or making these speculative claims. The truth is, this entire situation could have been avoided had you allowed us to complete the move as planned. We take customer feedback seriously, and while we understand your frustration, we strongly disagree with the claims you’ve made in your review. 1. We Are a Licensed, Bonded, and Insured Carrier – Not a Scam Safe Hands Relocation is a fully licensed moving carrier, not a broker. Our Department of Transportation license is active and public, and we’ve successfully helped move thousands of families over the years. Alleging that we are a “scam” because you were dissatisfied with your personal experience is not only false, it’s unfair to the many people who have had great outcomes moving with us. 2. Our Reviews Are 100% Authentic All reviews on Trustpilot and Google are submitted by actual customers. • On Trustpilot, the majority of our reviews are labeled “Verified,” meaning they’re confirmed by a third party as legitimate customers. • On Google, AI systems detect fraudulent review activity and flag businesses accordingly. As you can see, our business has no such red flags—only verified, real reviews from real clients. Just because your move didn’t go as planned doesn’t mean our dozens of satisfied customer reviews are fake. 3. The Facts of Your Move You signed up and paid your deposit on March 21st, with agreed pickup dates of April 14–15, as clearly listed in your contract. On the 14th, our team informed you they would need to pick up your items on the second day of your window (April 15th) due to delays on the previous job. On the 15th, your confirmed pickup day, the movers gave you a window of 10 AM–1 PM, later updating you that they would be arriving closer to 3 PM due to traffic and scheduling delays. Despite staying in constant communication with you, you chose to cancel the move that afternoon—when the movers were already 10 minutes from your address. This wasn’t a case of “no-show,” but a delay that was communicated multiple times. 4. Why the Deposit Was Not Refunded Your contract and credit card authorization form both clearly state that cancellations made within 14 days of the first scheduled pickup date are nonrefundable. By canceling on April 15th, the final day of your pickup window, we had already: • Dispatched the truck • Paid for a hotel for the crew • Covered fuel costs and wages • Reserved your slot, preventing us from booking other jobs Your deposit covered those costs. Had we failed to show up on both agreed pickup dates, you’d be entitled to a full refund—but that simply wasn’t the case. 5. Allegations of “AI Scripts” and Poor Communication You were in direct communication with both our dispatch team and customer service. Every change was communicated promptly. While we do use tools like Google Gemini to assist our team internally, every message and update you received was managed by a real person. 6. Offering a Solution We are still more than willing to honor your deposit. If you’re still in need of moving services, we will dispatch a second truck at no additional cost, applying the full deposit you originally paid on March 21st toward your new move. We stand by the quality of our service, our reputation, and our track record with thousands of families. We regret that your move didn’t go as expected, but that does not make us a “scam” or “con.” It was an unfortunate situation based on a same-day cancellation during an already active pickup. We wish you well, and we’re here if you’re open to moving forward with a resolution.

Response from Safe Medical TransportApr 24, 2025

1. Regarding the Upcharge The reason for the additional charge was due to extra space needed for your move. Please understand that your booking was made last minute, which unfortunately didn’t allow enough time for our standard quality assurance call — a call where we typically confirm your inventory in detail to avoid any surprises. When the movers arrived, there were more items or larger-than-average items than what was listed on your contract. Our estimates are based strictly on the inventory provided by the customer and calculated using software that factors in average item sizes. If any item is larger than standard, it can take up more space than anticipated. While we understand this situation was frustrating, it’s important to note that you were not forced to accept the additional charge. You had the option to decline and cancel at that point. However, you chose to move forward and signed a revised contract agreeing to the new total. ⸻ 2. Regarding Contract & Estimate Access You were initially sent a digital copy of your contract when you paid your deposit. At that time, your agent advised you that the link expires in 14 days to either save it as a PDF or print a copy of it. Either way it is not our obligation to make sure you properly save it. So the claim we withheld anything is unjustified, If the link expired, that does not mean the contract was withheld — it was simply not saved or printed on your end. Also, how in the world did you sign three contracts without receiving them to sign them in the first place? This is simply a case of you not properly, saving them In addition, you signed a Bill of Lading prior to pick-up, which would have also been sent to your email. When the movers arrived, you signed a revised agreement reflecting the updated inventory and charges. If you need copies of all three, we’re more than happy to resend them. ⸻ 3. Delivery Timeline We clearly stated in your contract that delivery can take up to 30 days from your first available delivery date, per DOT regulations. In your case, we estimated 14–21 days due to the mileage between California and Texas — and we actually completed your delivery within 10–14 days, which is on the lower end of that window. So while there may have been a brief delay loading your items onto the delivery truck, your move was not delayed beyond the delivery window you were provided and agreed to. ⸻ 4. Communication & Support We reviewed our system and have no record of any missed emails or phone calls from the number listed on your contract. All customer service calls are recorded and monitored — and per our policy, any missed calls are returned within a few hours. Our customer service email is [email protected], and we did not receive any messages from you there. That said, we are responding to you now within an hour of receiving your email, and I’m personally replying after office hours, which I hope shows our commitment to resolving your concerns. ⸻ 5. Delivery & Access Charges It is standard for pick-ups to be completed using 26-foot box trucks, while deliveries are made using 18-wheelers for cross-country moves. If the 18-wheeler cannot access a residential address, a shuttle truck must be used, and that cost is billed at the time of delivery — as outlined in the contract. This transfer process is industry standard, and while we understand it wasn’t explained in more detail at the start, it is covered in your signed agreement. ⸻ 6. Final Notes You were picked up on March 27/28, exactly as scheduled. Your move was approximately 1,445 miles, and again, completed within the agreed timeframe. You mentioned not having access to your email, but we are currently communicating through that same email — which indicates email delivery is working properly. That said, we are more than happy to resend all copies of your contracts and signed paperwork so you have everything on file.

Response from Safe Medical TransportApr 21, 2025

Sir, You completed a local move with us here in town, and even before booking, the first question you asked was whether we would be using our insurance — which, at the time, seemed unusual. However, to be clear, we are fully licensed, bonded, and insured. For local moves, your agreement clearly states that compensation is $0.60 per pound per item. Based on that, if your television weighed 30 pounds, the standard insurance payout would have been $18. It is also clearly stated in your contract that any television must be properly packed in a television box. If a television is not boxed and becomes damaged, the insurance company will not provide any reimbursement for the TV at all. As the customer, you did not provide a TV box, and while the movers should have charged you $75 for a professional TV box, that unfortunately did not happen. Even though the TV was not properly boxed, our crew still did their best by wrapping it carefully with pads and blankets to protect it. Moving companies, including ours, do not automatically provide full value protection — that type of insurance must be purchased separately through a third-party insurer or arranged by the customer. You chose to move forward with the standard cargo insurance at $0.60 per pound, not full replacement coverage. Despite this, and despite the TV not being properly boxed (which technically voids the insurance coverage for that item), we still offered you $100 — far more than the $18 the insurance policy would have paid. You acknowledged that a brand-new replacement TV would cost approximately $238, and used models of your TV sell for $150–$175. You signed an agreement accepting the $100 as a full and final settlement of the claim. However, even after signing, you continued to threaten us with negative reviews because we did not agree to purchase you a brand-new television — despite the fact you never purchased full value protection and the TV was not properly boxed as required. We regret that you feel this is unfair, but the compensation we offered was extremely generous given the circumstances. We made every effort to resolve this properly, fairly, and in good faith.

Response from Safe Medical TransportApr 21, 2025

** Also, we never once said you had to remove your review in order to receive compensation. What we actually said—and you know this—was that if your concerns were resolved, including compensation for the damaged items and the missing nightstand, we asked if you would kindly consider updating or removing the review. That’s a common and reasonable request—if the issue that led to the review is resolved, most companies would hope the feedback reflects that resolution. *It’s also worth noting that none of these concerns were mentioned in a review until after we began processing your insurance claim. You signed three separate contracts, each clearly outlining—in bold—the insurance coverage you agreed to.** Thank you for your feedback. I’d like to take a moment to address your concerns and clarify a few key points about your move with Safe Hands Relocation. When you originally signed up with us on February 10, the inventory you provided over the phone included 12 items totaling 28 pieces, with 15 of those being boxes. Based on that, you were quoted $2,360 for approximately 414 cubic feet of space. On March 4, you submitted a revised inventory with more detailed dimensions and a significantly larger list of items—19 items totaling 29 pieces, including multiple mattresses, headboards, box springs, and additional furniture. This increased your space requirement to 662 cubic feet, more than 50% over the original. As a result, your revised quote increased to $4,569.22—a reflection of the added space, labor, and fuel costs involved. This was not a random increase but was based directly on the updated inventory and measurements you provided. On March 10, when the movers arrived, even more items were added. You were presented with a new total of $4,467.27 (actually slightly less than the revised quote), and you chose to move forward, paying the additional deposit and signing the updated master contract. At no point were you forced to proceed—you had the option to decline service before loading began. Regarding labor, our standard operating procedure is for the driver to arrive first and the crew to follow shortly after. In your case, the second crew member arrived within 30 minutes, during which time the driver was already preparing and wrapping your furniture—this is normal protocol and does not compromise service quality. As for communication, our records show over a dozen emails were exchanged with you between March 10 and delivery. While we understand the desire for constant updates, in long-distance moves that involve shared trucks, we provide a delivery window (14–21 days) and keep you informed as progress is made. Your items were delivered within the 14-day window, as we originally discussed. Regarding the insurance, all three contracts you signed clearly outlined the basic coverage of $0.60 per pound, with the option to purchase full value replacement insurance. You chose to proceed with the standard coverage, which is regulated and standard across the moving industry. We are still happy to process your claim based on that coverage once we receive the necessary item specifications from you. As for the missing nightstand, we located it at the warehouse and have explained that while we can’t send a truck 2,200 miles for a single piece, we will deliver it as soon as we have a truck heading in your direction. Alternatively, we offered to compensate you for it through the insurance claim while still scheduling the delivery—but this option was declined. We understand your frustration and sincerely regret that this experience didn’t meet your expectations. However, we have made every effort to communicate, honor our agreements, and work with you to resolve the issues. If you’re still open to working with us on the remaining concerns, we are more than willing to help finalize your claim and schedule delivery of the remaining item.

Response from Safe Medical TransportMar 25, 2025

✅✅✅✅✅ Thank you for sharing your experience with your relocation and for choosing Safe Hands Relocation. We truly appreciate your feedback! Our goal is to exceed expectations by providing detailed, accurate, and honest pricing. One of the greatest advantages of working with us is that we are not a moving broker. If you ever need to relocate again, please don’t hesitate to give us a call. Thank you once again for your review!