ComplaintsforArizona Discount Movers

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This moving company is HORRIBLE. Their website is totally misleading. They didn't show up the day of our scheduled move causing us stress and additional expenses to stay at a hotel because we were packed and ready to move. They showed up in a rented Penske truck. They don't have their own branded moving trucks. The movers damaged furniture by not using furniture blankets. They didn't shrink wrap a fabric bed frame. They placed it on the floor of the moving truck and it came off absolutely filthy. We're filing a claim with our insurance company for the damaged furniture and I'm having to have the bed frame professionally cleaned. One of the pieces of furniture they damaged was a very valuable antique mahogany dresser that can't be replaced. I want my money back

  

  Business response

  06/10/2024

  We moved this customer on May 31st, ******* had a truck break down that was just in the shop a few days before this customers move date. The truck was supposed to be fixed by the dealership, and for some reason the truck sensors were still giving us trouble. So the day of her move the truck broke down that was assigned to her move. We were in communication with this customer throughout the entire day. Letting her know of the situation, and we have the recorded phone calls to prove that fact. I find it interesting that she failed to mention that they agreed that we would reschedule them to a different day, with a huge discount off the hourly rate, and a credit of $80 off their move cost as well to make up for the reschedule. The move was completed, and the customer called a few days later stating that they could not find 2 empty duffel bags. Never mentioned any damage to their furniture. They never one time mentioned there was damage, until several days later. We sent her a claim form on June 5th, 2024. , and our still waiting for the claim to be submitted. We cannot process this claim for damage until the form is completed and submitted by the customer. In an email on June 5th, 2024. She said for us to text her so she can text us the damaged furniture. We never received one picture from our customer showing any damaged furniture The ball is in her court. We have done everything that we are supposed to do, and our now waiting for her to do her part. Again we have done everything that we our obligated and responsible to do. We cannot process a claim without the claim form being submitted or the pictures to be sent to prove the damage. We do not like to hear that damage has occurred, it does happen on occasion. We gave a significate discount for the rescheduling of this customers move, with her approval we rescheduled her move, and now we are just waiting for her to send in the pictures to prove the damage, and the claim form for processing. 

  Customer response

  06/20/2024

  I apologize I haven't responded to AZ Discount Moving's response to my complaint. It has taken us up to yesterday to unpack and assess all the damage. The movers were horrible. They didn't wrap our furniture and some valuable art in moving blankets and they didn't shrink wrap or put moving blankets down on the floor of the truck for my fabric bed frame. It came off the truck absolutely filthy and I had to pay $110 to have it professionally cleaned.
  
  I am submitting photos of all damaged items to AZ Discount Movers today with the form they sent me to file the claim.
  
  That isn't acceptable to us for them to pay 66 cents on the pound. They damaged  my antique mahogany dresser that is over 100 years old and can't be replaced. 
  
  Please reopen my claim for a full refund.
  
  Thank you,
  
  ***** Sessler 

  

  Business response

  06/26/2024

  We have not received any claim form for this customer as of June 26th, 2024. We did receive pictures by text today on June 26th, 2024. We cannot process this claim until we receive the claim form filled out and sent to us for review. We also have not received any pictures of the dirty headboard that she is claiming had to be cleaned. We also have not received the cleaning bill for that headboard either. All of this is needed to process our customers claim. We have done everything we are legally obligated to do, and have asked for all of this several times. We will process this claim according to the valuation coverage chosen by our customer. We did offer additional coverage and that was declined. We cannot force a customer to choose the added coverage, we can only offer the choices, and the customer makes that decision. We do our best to not cause any damage, but damage can happen. We have done our part in sending the claim form, and we are still waiting for everything needed to continue and process the claim. We do not agree with refunding the move cost, due to the fact that we have not even received the claim form to process and we offered full replacement coverage and it was declined. We will process this claim according to the federal motor carrier laws, at the chosen valuation coverage by our customer. We are sorry that damage occurred, we still have not been given the chance to review the damage or the claim form, we will use our furniture repair specialists to review the photos to determine what is transit damage and what was pre-existing. Some of the photos sent show what looks like pre existing damage, and therefore we will need to get our repair specialist the photos to review. We are more than willing to complete this claim, as soon as we receive the claim form itself. 

  Customer response

  06/27/2024

  I have sent all the photos of the damaged furniture via text along with pictures of the filthy queen size headboard. I will resend pictures of the bed frame again via text.

  I have been communicating via text that our claim form will be submitted tomorrow,  June 28, 2024. AZ Discount Movers confirmed today that was fine. I have requested the invoice from the company that cleaned the bed frame and will submit that by June 28, 2024.

  I don't need War and Peace responses defending themselves. Bottom line is their so called "professional" Movers did a HORRIBLE job. I've moved many times in my life across the country with major moving companies and locally with other local movers and have NEVER had damage or the degree of poor customer service as we've experienced with AZ Discount Movers. I used them because my sister recommended them even though I got several other quotes from other moving companies. I deeply regret taking her recommendation.

  We just want to be done with this company as soon as possible. 

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was going to wait until I received my refund but being that its been almost 3 weeks and no resolution I have no choice but to let other know about my experience. I contracted movers for the 15 th of Feb and was quoted over the phone for a 2 hr minimum. Knowing the rates I took the majority of the items out of the apartments and left only the bigger items. Movers took almost 4 hrs for what should have taken no more than 2 hrs. When I got the invoice they were charging me for 6.25 hrs and not 4. When questioned the mover said it was time and a half for working on weekends which was never mentioned in the quote. In total I payed over $900 which ********* at the office said she would correct. Not sure how the price went from $390 to over $900 total. Were now going on week 3 and I keep getting the runaround saying it should have been refunded. Office never contacted me regarding the mistake I had to call in multiple times and even requested a call back from the owner. Upon looking at the other negative reviews it looks like others had the same complaint. Instead of the owner calling to resolve the issue she tries belittling her customers and posting positive reviews right after the negative ones. I believe this business is not doing honest work, they never provided me a copy of the invoice and charges which ******** said she would email me an updated copy.

  

  Business response

  03/11/2024

  We have already refunded this customer. We told her it could take up to 15 business days for the refund to show up on her account. We did the refund over a week ago and within the timeframe given, and she did get the receipt for that refund. This has turned out to be a nightmare for our company. This customer was impatient and did not like to have to wait for her refund, there fore she had her friends and family write negative one star reviews on our ****** page. These reviews are not valid and we had to notify ****** to have them removed. We have done everything we are supposed to do. 

  Thank you,

  ***************************

• Initial Complaint

  12/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I would like a full refund with Arizona discount movers. They didnt fulfill their end of the contract or what was described as the service I would be getting.

  

  Business response

  12/15/2023

  We gave a discount  to this customers by reducing her hourly rate by $10 off per hour. We also took additional time off of her move due to a conflict during her move. We do not feel like we should have to refund the entire amount. Her move was completed without any damage, and we addressed any issues with the reduced hourly rate, and we also took additional time off the Moving balance. 

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired movers on October 31, 2022 I had a back injury and had back surgery in December 2022. I could not physically do a lot of lifting so I hired a moving company to move my vintage dinning set and leather coaches. They put plastic wrap around my things for two hours before moving any furniture into the truck. Basically wasting time to add to my bill. They stopped to get food on the way to my new home and left me waiting for another hour which was also added to my bill of **** to move three beds and a dining table set and two coaches. Aside from being excessively charged All my furniture is damaged and scratched after I have kept my things in pristine condition. All the beds were damaged and had to replace a lot of parts that got lost by the movers. Slats were broken in half as they were just thrown around in the truck. They also broke my daughters tv. The two hours of wrapping my things gave no protection as there are scrapes and deep scratches on my beautiful table and they still have done nothing to resolve the issues. I sent pictures and filed the claim as they instructed but they still have yet to do anything.I need some of my money back I was way overcharged and my things can not be replaced since they are vintage and not made anymore. This was the worst experience I have ever had in moving. The things they damaged were things my husband and I picked out and he has passed away so I can never go and get furniture with him again. My things were treated with no care and they basically charged me to damage my entire house of furnishings, being a widow I will not be able to afford to replace all of my prized possessions. I felt very disenfranchised by this despicable company!

  

  Business response

  07/19/2023

  We always try our very best to complete a claim within the **** weeks process that we ask for. In most cases we do, in this case the customer had a very large claim with lots and lots of pictures of alleged transit damage. A lot of the pictures , in our opinion do not look like transit damage, we are not furniture repair specialist. So we had to forward all the pictures to our furniture repair specialist. This specialist has been in the industry for 30 years, and works with several different moving companies on helping repair, or determine transit damage. We are waiting to hear back from our specialist on the pictures to determine what is transit damage vs what is not. We should have this claim completed by the 1st of August. A combination of the amount of claimed items, and the questionable damage of those items has caused this claim to take longer than anticipated. We are sorry that any damage occurred, and we will due or due diligence and get this processed as quickly as possible. 

   

  Thank you,

  ***************************

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used the vendor for 2 moves on 3 Nov 22 and 10 Nov 22. I filed 2 seperate claims for damaged furniture on Nov 28. ****** stated claims are paid in **** weeks. On 2/23/23 I contacted vendor for claim status. Vendor asked me to resubmit claims. Vendor stated I sent the claim form with an expiration date and they could not process the claim. I did not nor do I know how to attach an expiration date. Why would I send claims with an expiration date. I want the claims to be paid.

  

  Business response

  07/19/2023

  This claim has been processed several months ago, and the customer has been paid for the damage based off the valuation coverage chosen. We asked the customer to submit the claim a second time because the way he sent the email it we were not able to open the attachments. He sent them a second time and we were able to open the claim and process the claim quickly. 

  Customer response

  07/19/2023

  The business didnt process the claim in a timely manner due to their own incompetence.

  

  Business response

  07/20/2023

  This claim has been paid and is completed based off the valuation coverage chosen by the customer themselves. We have completed our process and the claim check has been recirculated and cashed. 

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted Arizona Discount movers to move my belongings from my Apartment to my new home on December 20, 2023. They showed up loaded my items into the truck and they unloaded them into my garage and downstairs in my new home. Over my Vacation I worked my way through the boxes and containers, I packed myself so I know what was in each box and container. When I finally was able to get the media, shelves set up in my daughters room I went to retrieve the box with their Video Game collection containing games from the ******** WII, WII U, Xbox, Xbox 360, PlayStation 2 consoles this box was missing. When the boxes were loaded onto the truck this box was loaded with the three that contained my collection of Movies. The boxes with my movies were stacked neatly together in my garage just how they were in my apartment and how they were when they were loaded on the truck yet my daughters Games were not there. I drove the 45 minutes to my old apartment that night and verified they were not there. I returned home and completely ransacked my house and garage and verified they were not there either. I contacted the moving company via email and reported the box missing or stolen and was told they would send me a claim form and the General manager would contact me. On **** The general manager contacted me saying I need to fill out the claim form, provide a list of every item in the box, where the items were purchased? How am I supposed to remember the name of 200 Video games? I supposed to remember where they were purchased? swap meets, thrift stores, my child hood, they wanted pictures of the items and box, said they would check the security cameras in their warehouse, check their lost and found, talk to their moving crew (if they stole them they would tell the truth right?). Theft from young girls and a disabled vet is shameful. Its not hard I want my items returned or I want my money back. I paid over $800 to safely move my belongings not to lose or steal them..

  

  Business response

  07/19/2023

  This case had been settled, and a refund check was sent to the customer for his claim. This claim is closed. 

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My move was on 10/22/22. I specifically stated repeatedly, and constantly the most important things were the 3 large TVs. I paid for 4 men and two trucks. at just under $300/hr. Meaning I got 3 men and one that was constantly on a break and complained about a hurt finger. I was constantly asking where he was as I never really saw him. Because of this, the other guys tried to compensate because the move was getting very long. It ended up being ****+ hours. They were all very frustrated with the 4th guy to the point where there was an actual physical confrontation between the movers, on the clock, and guess who had to pay for that? ME! I had to pay for the movers physically fighting on the job! The best part is, they broke not one, but two TVs, an 86 ** and a 75 in Vizio. The movers placed all TVs on their side, facing the wall, so I could not see the damage till they were gone! When I saw them place on their sides, I specifically asked if TVs should be on their sides, and the response I got was, "YES, it's fine." Well it's not fine and two TVs are broken!! I called and was asked to file a claim and have been getting the run around ever since. I have been calm, and polite, understanding, and extremely easy to work with because I figured you catch more flies with honey, but clearly this company doesn't care about their customers. Each conversation was basically an accusation that I broke my own TVs!! They basically said, in not so many words, "I should have noticed the damage" so oh well is what I got from the conversations. How can I notice damage when the *** are all facing the wall on their sides? They weight alot. I can't move them by myself. ***, the owner, was very rude, continuously cutting me off and very dismissive. Very disappointing. I just don't understand bad business practices and bad customer service. I didn't ask for money. I only want my TVs replaced.

  

  Business response

  12/21/2022

  We moved this client, and upon completion of her move all goods were inspected, and customer had our crew leave her tv's leaning against a wall in a room upon the customers request. Several days after her move, she called and stated when her husband, and *** technician went to move the tv, upon moving the tv into another room, they found a damage on the screen. We sent her a claim form to fill out, and to return to us, we explained that we don't usually process claims once an item is inspected upon completion of the move, and after it has been handled or moved by someone else besides our crew. At this point it is impossible to tell when the damage had occurred. Even though this was the case, we decided to process the claim at the elected valuation coverage chosen by the customer at .60 cents per lb. per article. We explained this to the customer, and she was aware of this. We explained to her that it could take up to 12 weeks to process her claim from the date we receive the claim form. Instead of waiting the time frame given, this customer chose to initiate a challenge on her charge of the move. Once this happened it halts the process and delays the process of the damage claim timeline. We responded to the challenge and we are waiting to hear the results of that challenge. We are willing to pay out the claim, once we have the results of the challenge. 

   

  Thank you,

  ***************************

  Customer response

  12/21/2022

  This company's entire response is false. This company, and the owner *** specifically are liars, and practice shady dealings. They did not perform the services I paid for and they broke several items, including two large flat screen tvs. Everyone of the workers acknowledged my complaints! The owner just doesn't want to compensate me. I will not let this rest! I will *** if I have to. Do not use this company. They are shady fraudsters! I will continue this claim until I'm compensated!! This is yet another example of their bad business practices. They have numerous complaints because the owner *** is not only a bad business woman, but clearly a bad person in general! 

  

  Business response

  12/23/2022

  We are not shady, and have not refused to pay out the claim for her one tv. We will be processing a claim according to the valuation coverage chosen by this customer. When we left the customers home on move day, the large tv was left leaning up against a wall in a room of the customers choice. The tv was left in that room not damaged at that time when we left the home. The customer told the ********************** to leave it there, because they were still remodeling the walls in that room. She called several days after the move, to report the damage, after her cable man, and husband had moved the tv themselves off the wall and into another area. The damage was noticed by the customer after it was moved by her *** guy and husband. We usually don't process a claim after a tv was inspected upon completion of move, and no damage was detected at that time, but only detected after being moved by someone other than our movers. We are still willing to process a claim based off the valuation coverage chosen by the customer out of good faith. We do not appreciate being called scammers, or liars. This is not the case. We have recorded customer service phone calls that can confirm our statements. We appreciate our customers, and we have never declined to not process a claim for her tv. We just had to wait until the chargeback she initiated was resolved. 

   

  Thank you,

  *******************

• Initial Complaint

  09/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Move date 4/19/22. Overcharged me for providing wrong destination address to moving staff. Moving staff broke my floor lamp.5/19/22: told by office staff I would be refunded $35 for overcharge.5/29/22: submitted claim for broken floor lamp after realizing the base and other components were broken.REPEATED phone calls and email messages from me and each time was I told by office staff I would be refunded.8/16/22: told by office staff, *********, I would be refunded the $35 overcharge + $10 settlement for broken lamp at which time I provided her my **** credit card number; she said my card would be credited within 3-5 business days.**** statement dated 9/10/22 does NOT reflect my refund.I am DONE with their rhetoric. It cost me $65 to replace my floor lamp--cheap. It appears they are just hoping I will forget and "go away" so they don't have to refund me. I found this company in a BBB top 10 listing and chose them after contacting other companies for quotes. I want my money back and for the record, $10 is a measly settlement for a lamp that originally cost $55+ tax.I have multiple email messages to and from them. I can only provide them to you if you provide me with an email address to which I can forward them. I cannot provide evidence of telephone calls to them.

  

  Business response

  12/21/2022

  We processed this customers complaint on October 15,th 2022. We refunded her for the lamp, based off the chosen valuation coverage of .60 cents per lb per article. This was elected and chosen by the customer. We also refunded her for 15 min off her bill for the crew getting lost. The amount refunded was $53.00. This was given by check#****. This checked cleared our bank. This was settled. 

   

  Thank you,

  ***************************

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have stored property at a warehouse facility owned and operated by AZ Discount Movers for over 10 years. I contacted the company over 18 months ago to notify them I would like to retrieve my property at which time I was given specific instructions regarding retrieving my property including the date and time provided by them.I arranged for a truck and movers to meet me at the warehouse at the scheduled time and drove, the day prior, from *********** to ******* so I could be at the warehouse the following day to oversee the move.At approximately 1:30 PM, the day prior to the retrieval, I was in ******* and received an email from ******** who has been my point of contact at ** Discount Movers for the term my property has been stored there (over 10 years), stating the warehouse manager was not going to be able to move ********************** to an accessible place in time for the scheduled retrieval therefore they needed to reschedule, knowing full well I had traveled 6 hours from LA and, made arrangements with movers, not to mention they had set the date and time and did not so much as apologize.Moving forward, I made another attempt to schedule to retrieve my property roughly 8 months ago and spoke with co owner of the business, *******************. She was all over the boards initially claiming I had past due rent therefore my property was now the property of ** Discount Movers, that they could either auction it or do whatever they wanted with it to which I responded with ** storage facility law regarding tenant rights, auctions, etc.*** eventually agreed to work with me to retrieve my property promising to call me the following Monday. This was 8 months ago and I have yet to receive a call from *** whom I have sent dozens of emails to and called dozens of times only to be informed that "*** was out of the office addressing some medical issues". I have politely contacted my point of contact of 10 years named ******** who has been very allusive and slow to respond.

  

  Business response

  12/21/2022

  This customer had belongings stored at our storage facility. He became 5 months behind on his storage payments. He never paid his storage, even after several attempts to get a hold o him by email and phone. We even left a message with an emergency contact. No response. WE moved forward by law and sent him to auction, he never paid his bill before the required date, so his belongings became the property of Arizona Discount Movers for non payment of his several months past due storage. He finally reached out 6 months after his due date for his payment being due. So his belongings went to auction for non payment of storage fees. Him explaining that he was scheduled to come out to access and pick up his storage was never confirmed, and we called him to let him know that our forklift was down and that if he was still coming. He never called us back to confirm he was coming, and the forklift was repaired within 2 days. He called back and stated he would reschedule. He got behind on his storage, and never paid the balance due by the auction letter due date. We did everything by the Arizona Statues. He is very well aware that his belongings went through the auction process. We have asked him to contact a lawyer to reach out to us, so we can explain the process of how things occurred. We are sorry that this happened, but we gave ample time for him to pay his past due storage balance. By law in Arizona as soon as a storage balance is more than 30 days past due we have the right to start the auction process. He was given 5 months. 

  ***************************

• Initial Complaint

  05/02/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Please please take your Business elsewhere. This company over charges and the ****** non refundable is never applied to your final ****. So at the end of the move your paying out more money then you have in your pockets.This company lied and they stole from me and they are big Scammers and they recommended from the BBB!They over booked you and then blame you for there F*** *** the movers lack common communication, never showed up on time to the job they where 3 hours late which effected the move!DO NOT USE THIS COMPANY

  

  Business response

  07/18/2022

  We do not have anyone by your name scheduled or had been scheduled with our company. We would need more information to complete an investigation into this matter. Also we do not appreciate the cursing. 

*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. ↩