ComplaintsforAffordable Movers

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Affordable Movers damaged our chest during a move on 8/23/24. I have video evidence of this. Frank from Affordable movers admitted fault but since then have not done anything to resolve this issue. We had the chest evaluated by a independent furniture restorer and the cost to repair will be more then the original price. We notified Affordable Movers of that estimate as well. I'm not at fault here, I didn't damage my furniture.

  Business response

  10/30/2024

  Good morning Mr. ***,

  When moving household goods, the liability of a carrier is limited to 60 cents per pound per article if the carrier arranges for the purchase of insurance and the shipment is transported under separate liability insurance.  And even though you did not pay for additional insurance, we extended it to you which you declined. 

  I've attached a transcript of the phone call in which you list what's being transported and you don't mention the chest at all, so it was not listed on the BOL.  However, we will make an exception and pay the 60 cents per pound.  Please provide the weight of the chest by calling us or sending us an email.

  *******

   

  Customer response

  10/30/2024

  
  Complaint: ********
  
  I am rejecting this response for the following reasons:

  1. We have never discussed a BOL. The call you reference does not discuss this and was a conversation to assess the size of the move. Regardless of a BOL or no, your movers moved our chest and damaged it. 

  2. Insurance was discussed on 8/26/2024. You were informed that our items were valuable and needed to be handled with care during that phone call. Your response was that your company is fully insured, you used your own men, and you even provided reassurance that you are insured. You never mentioned a maximum coverage of insurance or that I needed to pay for additional insurance.

  3. Immediately following the damage your employees caused was the first time a dollar amount per pound of insurance was relayed by you. You were informed that amount was insufficient to which you offered repair. You were informed that repair was likely not feasible due to the extent of the damage, I’ve since obtained an independent third party estimate confirming cost of repair exceeds replacement to which I’ve already notified you of. You’ve informed me twice now by phone that you will “do right by me.” I have requested the replacement cost of the chest in the amount of $5,229.00 to which you’ve received an estimate for. I have provided the weight to you twice now in text and by phone.

  4. I want to reiterate the point that you were hired to move our items safely which you failed to do. You were well aware prior to the move they were valuable and needed to be handled with care. You are responsible for replacing what you’d damaged. Please do the right thing and address this.

  5.please see a small sample of the text conversations we’ve had where Frank is ghosting me. My spouse and I have noticed our calls are no longer going through so I assume our numbers have been blocked in some fashion.

  
  Sincerely,
  
  ******* ***

  Business response

  11/04/2024

  The client rejected our offer to pay him based on the weight of the damaged item that was not listed on the Bill of Lading.  Not sure how to proceed with the complaint.  

  Customer response

  11/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Affordable Movers continues to replace or cover the damage of the chest which they broke. They continue to refer to a BOL which we have never seen. The insurance policy they continue to mention is insufficient to cover the cost of the damage. We have made numerous attempts to resolve this issue providing any information the company requested; to date we have received no payment and the company’s position is continuous changing showing an intention effort to evade settling this issue.

  
  Sincerely,
  
  ******* ***

• Initial Complaint

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I paid for 2-movers to assist with moving furniture from an apartment to condo. There was one experienced employee (A) and the other a newer hire, limited experience (B). Once the truck was loaded, Person A asked writer if they could stop at a gas station, to which she agreed, see photo. Once parked at gas station, person A went to person B's door and told him to "Check the back" before walking into gas station to pay fee. Person B raised the trunk lift, assessment writer's items and then closed the trunk. Both writer and movers drove 20-minutes thereafter to the writer's condo. Movers backed the truck up to the writer's 2-car garage. Once the trunk was re-opened, writer observed movers from the doorway and Person A whispered to person B. Person B quickly approached the writer and stated "Ma'am we have an issue; the lamp is broken. I am so sorry". Writer replied not to worry but would inquire about reimbursement from head of company. Movers continued to unpack items until trunk was empty. The next morning, writer observed a crack on Flat screen TV, plugged it in and observed non-viable screen (broken image). Writer called dispatch coordinator (DC) to report claim at phone number ***** ********. DC stated that he would forward pictures to his lead and that someone would follow-up, unspecified date. The writer called each day requesting a follow-up on the 10/05, 10/06, 10/07, 10/08, 10/09. On 10/09 call at 4:10 PM, writer requested the refund manager's name and phone number, but DC refused to give it stating that someone would reach out to you within 30 days from now about next steps. Writer stated dissatisfaction with this time period and requested an immediate refund for the items that were broken. The total refund that I'm requesting is $667.78. I paid $665.60 for the move, so the difference is +$2.18.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I hired this company to move me from Middletown to Germantown on June 29th. The crew arrived 3 hours late and then had the wrong truck so they had to leave to get a bigger moving truck and was gone for about 45 minutes. My GE Dryer was damaged in the move and no one let us know. It has a lot of dents on the top and a big dent on the back. I had to purchase another dryer because I had laundry to do and the dryer kept tripping the breaker. I contacted Affordable Movers and was told by ***** he would get someone out to look at the dryer. I had my mother go to my home multiple times and no one ever showed. I have also contacted ******* with human resources and nothing. I think I deserve to be reimbursed for the dryer I had to purchase do to their negligence. I was okay with them getting it repaired but now at this point I have a new dryer and no one ever shows up to look at it. I just want this to be resolved asap. It is August now and no update from anyone. Very unprofessional.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I scheduled a move for Saturday, June 22, 2024 to move from a 1 bdr 3rd floor apt to a 1 bdr 2nd floor apt in the same bldg. Was quoted $280 for 2 hours. This service was to include 2 movers, no truck. Movers arrived 35 minutes late even after receiving a txt message confirming the 9 am appt. The movers arrived without any moving tools you would typically use to move furniture such as straps, hand trucks, dollies. Upon arrival, I showed the movers all the furniture that needed to be moved and explained where it was going. Within 5 mins of the move, I noticed ******* moving items by himself. When asked where *** was, he responded, on the phone. A short time had passed and I observed their moving technique which was slow and gradual. They continued to move furniture Individually. I asked that they pick up the speed and began to assist with moving the items to another room to speed up the process. Finally, they began to move items together. The last and final item was a 4 door chest. I watched them pull the chest out into the apt hallway without securing the doors and the left door swung back and broke off. I approached *** about it being broke and he assured it could be fixed. I then contacted the company to advise of the damage and when asked how I wanted to handle, my response was I would pay $100. The rep indicated that she would have a manager contact me. Within 20 mins, I received a txt stating they received a picture of the cabinet and that it was "fixable" and I had to pay the $280. I waited for the movers to return with the "repaired" cabinet for quite some time. I had once again contacted Affordable movers, this time, getting a new rep. Explained what had occurred and req to speak to a manager. Was told that the manager that handles this complaint was out until Mon. I finally went outside to find the movers, as I had not seen or heard from them since the cabinet was damaged. I noticed the cabinet sitting by the dumpster. Called Co for 4 days no response.

  Business response

  07/02/2024

  Dear *** ******,
  
  Thank you for your feedback regarding your recent move with us. We appreciate the opportunity to address your concerns.
  
  Our records indicate that our movers arrived within the scheduled window of 9am to 10am, specifically at 9:44am, and completed the two-hour mini move in 42 minutes, finishing at 10:27am. We understand you requested the movers to work more quickly, and we are pleased that the team was able to complete the job efficiently and ahead of the expected time frame.
  
  Furthermore, we did not charge you for the move, despite the expedited completion. We strive to provide the best service possible and regret any frustration you may have experienced.
  
  If you have any further concerns or questions, please do not hesitate to contact us. We value your business and are committed to ensuring your satisfaction.
  
  Sincerely,  
  Affordable Movers

  Customer response

  07/11/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

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