ComplaintsforA&M Moving Services

• Initial Complaint

  05/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  order # AM6381458 pickup date was 5/31/2023, $9020 was paid, origin address was ******************************* destination address was *********************************. They agreed to pickup designated furniture and exactly 70 boxes of personal belongings. When they arrived at the destination there was 13 boxes missing . I later found out that they unloaded all my furniture and belongings at a warehouse,location of warehouse unknown, then when another truck is available to continue to my destination, they reload everything in the new truck. This is where they lost the missing boxes. When you try to call them, they never answer the phone or get a recording saying this person is not available and they will return my call which they never do. They have not resolved the problem because they never try to contact me. The estimated value of the 13 boxes is $3700. They contained unreplacable antiques, memorabilia, books ,music items and literature. I filed a claim on their website and they denied the claim stating that I didnt send them the final delivery papers that the delivery person gave me when they finished the job. I received no such papers when they finshed. This is the first time I used a moving company. I dont know what the procedures were and what paperwork I,m supposed to receive. I think they didnt give me the necessary papers so I couldnt file a claim.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid this company an initial $1000 fee to reserve moving services. According to their contract, I had 3 business days to cancel the service and get a total refund. After further consideration, I ended up canceling the service the same day I paid the money. Their customer service department confirmed my cancelation and refund on March 8, 2024 (as seen in the photos attached), and stated that my refund would get processed in 5-7 days (please find attached proof of this). It's been almost two months and my refund is still not reflected. I've been trying to call them, and for the first 2 weeks, they were answering the phone, but saying that "the person in charge of refunds is not available" (that person was never available) but that they would leave my message. Now, they don't answer my calls or my emails, they are completely ignoring me. How can a company confirm a refund but then not process it and ignore the customer completely? I just want my money back, a refund that they confirmed.

  Business response

  05/01/2024

  We understand your frustration and apologize for any inconvenience you've experienced. Upon reviewing your complaint, it appears that you may have paid a deposit to Moving and Relo, which acts as a booking agent for A&M Moving. However, we have not received any funds from you directly.
  To assist you further, we will reach out to Moving and Relo to ascertain what transpired with your payment. As per your contract terms, you are entitled to a full refund within the specified 3-day cancellation period.
  For us to expedite resolution, could you please provide your job number? This will enable us to locate your file swiftly and ensure that our customer service team contacts you promptly to resolve this matter to your satisfaction.
  
  Thank you for bringing this to our attention, and we look forward to resolving the issue swiftly for you.

  Customer response

  05/02/2024

  Complaint: 21626148
  
  Thank you for responding and for your willing to help me out. As per your request, here's my job number:

  
  Name: ***********************************
  Job Number: AM6427235
  

  I meet the requirements for a full refund since I canceled the service the same day I paid the $1000 fee.

  Thank you again.
  
  Regards,
  
  ***********************************

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Moving date July 25, 2023, *******. Arrival date August 17, 2023, **********.During the move across country, almost all of our items were damaged, broken or stolen. A claim was lodged for compensation. Photos were included in a document that listed the fully researched comparable items and costs involved to replace the items. We requested compensation of $8265.40 as a fair estimate. The original Bill of Lading was not given to us, so only a photo is available. On the Bill of Lading, Option 1 was selected that indicates full replacement of items based on the companys insurance, should anything happen to our property. Our grievance is that our property was wrapped and packed by A&********, unloaded at an unknown location, reloaded and transported to **********. Multiple phone calls, texts and emails ensued as we tried to locate our property, with limited information being supplied over 3 weeks. When our property was removed from our home in *******, walls were damaged as the movers carried the couch and bicycle out of the house, which we had to repair as we vacated the apartment.Upon receipt of our property at our new home in **********, we found that almost everything that was transported had some form of damage, was fully broken or had been stolen. Items, such as the 2 leather high chairs cannot be used, the television was dropped and the picture is progressively getting worse. The leather couch has irreparable damage with several puncture marks and tears in the leather and will need to be replaced. The damaged art work are original pieces and requires an expert to replace smashed glass and frames that were broken and splintered. A professional builders ladder was stolen and did not arrive at all.A&******** have offered $300.00 compensation after multiple emails asking for full compensation of $8265.40 to replace items. Most recently the company accused us of having a side arrangement with the moving ******* so rejected our demand for compensation.

  Business response

  04/03/2024

  Following our investigation, after we reviewed your contract and inventory list, we have identified discrepancies. Your inventory list indicates 78 pieces, a notable increase from the original documentation of 42 pieces, indicating an excess of 36 pieces. Additionally, our ******* charged you for only 71 cubic feet extra, whereas the correct charge, based on our assessment, should have been at least 300 cubic feet. Also, we found out that the same ******* who handled your job had made secret deals with customers and got fired when we found out. We think the same thing might have happened with your job. Remember, making secret deals is against our rules, and we've taken more steps against this *******
  
  Even without any side deals, the amount you were charged for the transportation of these items is significantly lower than our standard rates. Our insurance refund is calculated at 60 cents per cubic foot per pound, factoring in the amount you paid. 

  
  The insurance policy you signed specifies coverage at 60 cents per pound per cubic foot. We must adhere to the decision made by the insurance department
  
  Therefore, our final decision is to adhere to our previous agreement, which entails providing you with an additional $100 on top of what the insurance covers. 

• Initial Complaint

  01/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This moving company did not complete the job I paid them to do. They did not complete the packing, and then delivered only half of my goods. The other half is missing and they dont know where it is, so now are ghosting me. They made me pay more money upon arrival for the space on the truck. And the delivered 50% of it. Refusing to offer claims information, just went silent.The driver cursed me out (after showing up at 330pm when he was supposed to arrive at 9am) because he slept through it and shut his phone off.Now I have half my stuff, and the company isnt responding. The boxes that did arrive were opened and damaged

  Business response

  01/18/2024

  Thanks for sharing your thoughts. Since you reached out, we've been looking into the issue. Here's what we found: Initially, you declined to guide the driver to the destination, and there were instances of you using offensive language towards the driver and helper. When they responded, it seems you became upset. You're asserting that we missed half of your belongings, but we loaded everything onto the truck. The only item initially overlooked was the mattress, which the driver promptly returned to deliver. We've checked with other customers, and no one received any extra items by mistake. We've forwarded your case to the claims department. Please go ahead and file a claim for any missing or damaged items. Also, we're still waiting for pictures of the damaged items.

  Business response

  01/18/2024

  Thanks for sharing your thoughts. Since you reached out, we've been looking into the issue. Here's what we found: Initially, you declined to guide the driver to the destination, and there were instances of you using offensive language towards the driver and helper. When they responded, it seems you became upset. You're asserting that we missed half of your belongings, but we loaded everything onto the truck. The only item initially overlooked was the mattress, which the driver promptly returned to deliver. We've checked with other customers, and no one received any extra items by mistake. We've forwarded your case to the claims department. Please go ahead and file a claim for any missing or damaged items. Also, we're still waiting for pictures of the damaged items.

  Customer response

  01/18/2024

  Complaint: 21147834
  
  I am rejecting this response because they are absolutely inaccurate. Their driver told me to go "f" myself after I was mad they were 7 hours late. I told the company I was uncomfortable with this man coming into my apartment, and he insisted it would be fine. The driver threatened to leave twice. They lost 50% of my items and are telling me I never had them and they have no idea where they are. As you can see by the photos attached of the condition I received my boxes, they do not have regards for people's property. I requested their arbitration policy and they refuse to provide. All their other ****** reviews have the same complaints. 
  

  This company made me pay more for more space, but then only delivered 50%. How do you misplace a dresser, headboard, chairs, lamps, etc.? It's unbelievable how horrible they are to their customers. I demanded a refund and arbirtration policy and they wont provide.

  
  Regards,
  
  *****************************

  Business response

  01/25/2024

  We understand that the driver's delay inconvenienced you, and we sincerely apologize for that.
  Upon the driver's arrival, he politely requested your assistance in guiding him to the apartment, because it was a bit confusing without your help, the driver would have found it difficult to navigate the long carry to reach the destination.
  Regrettably, you left the driver waiting for an hour, not responding to calls, and expressing discomfort in receiving the delivery.
  Faced with this situation, the driver communicated that without proper guidance on parking and directions, he would have to leave, as he couldn't stay indefinitely.
  Even though there's a fee for a long carry in our contract, you declined to pay. Nonetheless, the driver proceeded to unload most items, excluding a mattress and a headboard he forgot them in the truck. which he returned when he realized.
  
  Concerning damaged boxes We acknowledge your efforts in capturing multiple pictures from different angles.
  It's noted that some boxes exhibit external damage. However, upon closer inspection, the items inside remain undamaged. The customer has not reported any broken items, and we appreciate their understanding in this matter.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received an initial estimate for $5696 including full professional services. I get the quality call a few days before the move. He recommends adding additional box count to make sure there will be enough space on the truck. Now the amount is nearly double, $9450, but he says we'll only get charged for the cubic feet we use. This was a binding estimate. The movers show up a day late after the 2 day pickup window. They don't disassemble my office desk even though I recommended they should. Now it's 8pm and they still haven't disassembled the beds. I try to help but they don't have the right tool. Then I found out they left all of their tools at the last site and only have a few hand tools. My neighbor comes over with his tools to help me disassemble the beds. Finally it's 10:30pm and the ******* updates the total to $11,226. I told him that's more than what we were quoted and we had LESS than what was in the quote. The estimate had 145 items, the Inventory List had 120. We used LESS than the binding estimate but were still charged more. With a binding estimate, they can't charge more than was quoted unless its for additional items, but there were no additional items, there were less. I expected to pay less than $9450 but was charged more. Then they were 10 days later than expected for delivery. I tried contacting them multiple times to discuss the pricing issue. Out of 30 calls and messages, I got through a few times and they said a manager would reach out to me but never did. During delivery, I tried to force the manager to call me, but then they were going to leave with our stuff. The delivery team didn't reassemble anything. Lots of things were damaged so I submitted the claim on 10/11/2023 and sent to *** for $399.60. The claim company processed it and sent it to *** Moving but there is no response. I've reached out several times and never get any response. I expect the claim amount of $399.60 + $5000 refund for overcharging and everything else.

  Business response

  01/05/2024

  Hi ******,
  
  Thank you for reaching out and bringing the issue to our attention. We will launch an investigation to determine exactly what happened with your job, and we're committed to finding the best solution for you. It appears that your move took place back in June 2023.

  Please be aware that the investigation might take up to 10 business days.

  If you have any additional information that could assist our investigation, such as the truck's size that arrived that day, the driver's number, or any messages between you and our staff regarding this problem, it would be helpful.
  I'd like to clarify some details about our insurance options. We offer two types: the free insurance, which covers 60 cents per pound per article, and the full coverage insurance, which involves a charge. Based on your contract, it seems you selected the free insurance option, which might explain why the refund is not as substantial as expected.
  Feel free to contact us during our business hours, Monday to Friday from 9 am to 5 pm.
  Here are our contact details: Phone: ************, Email: ******************************************************.
  We appreciate your cooperation and patience as we work through this matter.

  Customer response

  01/08/2024

  Complaint: 21091981
  
  I am rejecting this response for now because I understand you are still investigating this issue. I wanted to provide some additional details. I had the free insurance, and understand it only covers 60 cents per pound per article. However, I am still waiting to receive the claim amount even though it was already processed by the claims company and they sent it to ******* Moving almost 3 months ago. I reached out to ****************************************************** to ask about it and never received a reply.
  
  My main issue is that I was overcharged for the services beyond the binding estimate and was not provided with the full services I paid for, as outlined in my original message. That is why I'm asking for an additional $5000 refund in addition to the claim amount of $399.60. Even though I called around 30 times during the move, I was only able to speak to someone a few times. The people I spoke to said a mangager would reach out to me but no ever did. I emailed ****************************************************** about this issue multiple times and never received a response.
  
  Regards,
  
  ***************************

  Business response

  01/11/2024

  Thank you for clarifying that the insurance has provided you with a quote, but the funds have not been received. We take this matter seriously and are committed to resolving it promptly. Although we couldn't locate the emails you mentioned, we did find the communication from the insurance regarding your refund. It has come to our attention that the refund has not been processed for you.
  To expedite the refund process, please let us know your preferred payment method. We can issue the refund through Zelle, Venmo, or Cash App. The transaction typically takes up to 3 business days for you to receive the refund.
  We sincerely apologize for any inconvenience this may have caused and appreciate your cooperation in resolving this matter.
  please use this email to inform us with your preferred type of payment 
  
  ********************************************************

  Customer response

  01/12/2024

  Complaint: 21091981
  
  I have sent the payment information to ******************************************************** for ******************. However, I am rejecting this response because that is only addressing one part of my issue. I have a secondary email address, ***************** That is the email I used for communicating during the move and sent communications to ******************************************************, from which I never received a response. See attachments.
  
  My issues are:
  
  1. Waiting for the claim payment - which is being addressed. There were additional items damaged that were rejected by the claim company because the ******* didn't clearly describe them on the inventory list.
  
  2. The primary issue is I was originally quoted $5,696 but ended up being charged twice that amount even though I didn't add anything additional to the move. 3 days before the move, the quality control person called and added additional boxcount to inflate the sq footage to make sure there would be plenty of room. That is without any material change to the inventory I was moving. Even though I'm not adding anything new, all of a sudden the new binding estimate total was $9,450. But the person reassured me I would only be charged for the sq footage I used and this was just a precaution. Then after the ******* finished loading the truck, at 10:30pm, he tells me the new total is $11,266. MORE THAN EVEN the previous padded total, and more than the binding estimate. According to the terms of the binding estimate, I should only have to pay for any additional items that weren't part of the estimate. But there were no additional items! There were less items than in the binding estimate! But I'm getting charged more. That is against the terms of the binding estimate. See the attachments on my original message. Check the binding estimate against the inventory list (the ******* did not write down very clear descriptions on the inventory list, but you can see the actual item total is much lower than in the estimate).
  
  3. I paid for professional services, but the movers left their toolset at the previous job site and did not fully disassemble everything. I had to disassemble my beds with the help of my neighbor, and they left my desk assembled (which is now broken) and other items instead of disassembling. During delivery, the movers left without reassembling anything.
  
  4. The movers arrived for pick-up a day late (outside of the 2 day pickup window).
  
  5. Even though I told the estimators and the ******* I was targeting to have the delivery a certain day, the goods were put into storage and held there for a week. They arrived 10 days later than what I had asked for, which means 10 days of my family sleeping on the floor and living out of suitcases.
  
  6. I tried many times to reach out to discuss this but no one ever got back to me. I was ghosted by the estimators. The customer service manager said she'd talk to her manager about this and they would reach out to me, but they never did. The dispatch manager said he'd talk to his manager and that they would reach out to me but never did.
  
  Regards,
  
  ***************************

  Business response

  01/24/2024

  Hello ******,
  
  1- The payment has been processed and sent to you upon receiving your Zelle information. Kindly check your account, and let us know if you haven't received it yet.
  2- You are charged for the space utilized in the truck, not the binding estimate. Before and after loading, we show you the space to keep you informed. Additionally, we provide a revised estimate before starting the move, ensuring transparency regarding any extra charges. You acknowledged and accepted the price before the move commenced.
  3- Occasionally, our crew may misplace tools, but they typically inquire if you have tools and disassemble items unless instructed otherwise. If you had informed us while the movers were still on-site and before they departed for another state, we could have addressed the issue promptly.
  4- In the contract you provided, our delivery estimate for long-distance moves is up to 21 business days. However, we managed to deliver your items in just 10 days, surpassing the estimated timeframe.
  5- We have addressed your concerns multiple times and provided detailed explanations, yet we continue to receive the same complaints. We have been engaged in this back-and-forth since last year, striving to resolve any issues effectively.

  Customer response

  01/26/2024

  Complaint: 21091981
  
  I am rejecting this response because:
  

  1. I received the damaged goods claim payment, thank you.

  2. I was not given a revised estimate before starting the move. The quality person called 3 days before and recommended adding extra box count just in case. I didnt add any items myself. That increased the estimate from $5696 to $9450. In the terms and conditions of the binding estimate from the quality check, clause 7 states CUSTOMER HAS ELECTED A NOT TO EXCEED PRICE, THE ***** COST WILL NOT EXCEED THEESTIMATED AMOUNT; PROVIDED, HOWEVER THAT CUSTOMER PROVIDES ******* ******************************************* WITH AN ACCURATE DESCRIPTION OF THE ***** TO BE MOVED AND THE SERVICES TO BEPERFORMED. I did not add any additional items. I had less items than what was in the binding estimate. Compare the item count in that binding estimate to the inventory list. Yet somehow Im being charged even more for moving less items. 
  I was not given a revised estimate before loading. After the loading was done, the ******* said the total was $11,226. That was at 10:30pm at night. I told him Ill talk to the manager. Then for the next 10 days I tried calling many times. I tried calling and emailing **, the original estimator. I tried calling the quality person and emailing him. They never responded. I finally go through to ******* from bookings and she said shed look into it and get back to me. She never did. I left messages, no one ever called me back. I finally got through to ******* again and she said her manager would give me a call. They never did. I was then able to reach Mo from dispatch and he said hed have his manager call me. But they never did. Then during delivery I told the movers I want to talk to the manager, but they were a 3rd party company and didnt work for ******* directly. And they were going to leave with my stuff unless I paid them.

  The movers arrived at 11am. I didnt know the movers left their tools until 8pm when I found out they still hadnt taken apart the beds and asked if I could help and they didnt have the right tools because they said they left them at the last site. My tools were already packed by that time. If Im paying for full professional services, then I shouldnt have to worry about that. And when the delivery team arrives, why dont they know to put things back together again. 

  3. The contract says there is a two day pickup window. They were supposed to arrive on either June 20th or June 21st. Instead, they arrived on June 22nd. You can see this in the days written on the Bill of Lading. The movers also damaged some of the walls during pickup. The ******* also noted this in the bottom right of the Bill of Lading.

  4. The delivery was technically within the guidelines of the contract. But as a customer, its a terrible experience to have your things arrive 10 days later than expected. When I booked the service, I asked what was the appropriate time to have the goods arrive by a certain day and I followed their recommendation. I dont understand why it was sitting in a warehouse for 7 days when I had asked for it to be delivered straight away.

  5. My main issue about paying more than the binding estimate and not receiving satisfactory professional services is not resolved. Please see point 2 above. Your first response to me was only a few weeks ago and youre just addressing the issue for the first time now. Im not sure why you think this back and forth started last year. 

  
  Regards,
  
  ***************************

• Initial Complaint

  08/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  They appeared to give the best estimate. Not the case it almost tripled when they did the call to confirm a few days before they came to load the truck. There was no time to get anyone else and I would have lost the deposit. Packers were great. The delivering team were awful. Backed into wires and shrugged when asked why. Did not put things where we asked, did not want to put furniture back together, had to call office and they told him too. Dropped things off the truck. Left things outside. Broke my dryer it goes on and on. ****** was that the wires he backed into were internet and electrical. Caused us to have technicians out twice to get fixed. Filed a claim for dryer. New in 2020 and they offered $134. The whole experience was awful and appeared to to be bait and switch. Nice on the front end and horrid on the drop off. The costs just kept going up. Not right at all.

  Business response

  08/07/2023

  Hello Iona,
  We sincerely apologize for the negative experience you had during your move with us. We understand your concerns and would like to provide some clarifications regarding the issues you mentioned.
  Firstly, we want to clarify that the increase in the estimate a few days before the move was due to additional items that you requested to add to your inventory. Our pricing structure is based on cubic feet (CF), which reflects the space your belongings occupy in the truck. When new items are added, it affects the overall cost of the move.
  Regarding furniture assembly, our standard practice is to have our drivers reassemble items upon delivery. It's important to note that our drivers are equipped to handle the reassembly process. If there was any misunderstanding or confusion, we apologize for that.
  In terms of the $134 refund for the damaged dryer, we provide a basic level of insurance coverage for free with each move. This coverage is detailed in your contract and covers damaged or broken items at a rate of 60 cents per pound per article. If you have chosen this option, it would explain the offered refund amount based on the valuation method you selected.
  We truly value your feedback and take your concerns seriously. If you have any further questions or concerns, please don't hesitate to reach out. We are here to address any issues and ensure your satisfaction as much as possible.
  Thank you for bringing these matters to our attention, and we apologize again for any inconvenience you've experienced.
  
  
  
  

  Customer response

  08/13/2023

  Complaint: 20431419
  
  I am rejecting this response because:
  
  My item count never changed and I even removed items  
  

  I feel totally taken advantage of and will never ever use a moving service again because of it  

  Regards,
  
  **************************************

  Business response

  08/15/2023

  I apologize for the inconvenience you've experienced. We will initiate an investigation to ascertain the details surrounding your job and the precise space utilized in the truck. Our goal is to ensure that you were not billed excessively, and if an overcharge is identified, we will promptly process a refund for the excess amount. As part of our investigation, we will thoroughly review the camera footage and cross-reference it with your inventory. We are committed to keeping you informed about the progress and outcomes of our investigation.
  Your satisfaction is important to us.

  Customer response

  08/15/2023

  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. If I do not receive a response from their investigation I will reopen. 
  
  Regards,
  
  **************************************

• Initial Complaint

  06/29/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In early Feb, 2023, I got a verbal estimate from A&M Moving Services to move my daughter and her family from MA to ** so they could help us with health issues after my husbands heart attack. The initial phone quote was $4700. On Feb 11, 2023, *** talked with my son-in-law a couple days later and walked thru a detailed description of the location and inventory to be moved. We got a revised binding estimate of $4993which we thought was fine. On April 20, two days before the scheduled move planned for April 22, *** did what they called a QA call to review everything. Nothing had changed but they said it would now be $15k-20K but it would not be more than $20k. They sent us a new binding estimate for $20k. The family had already quit their jobs and given notice on their lease as of April 22 and everything was packed up and ready to goso they had no choice but to accept the new binding estimate and had to pay $7500 deposit. During the quote process, *** had assured me they were NOT brokers and that they had their own fleet of trucks but on moving day, April 22, two small junky rental trucks showed up (1 ***** and 1 Budget) and a crew of very small young guys wearing flip flops to move a 3rd floor condo! When the trucks arrived, the crew started loading the truck while the leader wrote up a new quotealmost $30,000!! He said they had to get 70% in cash before they could leave. The lawyer we are working with specializes in mover fraud/scams and calls that the bait and switch scam. My son-in-law recognized the bait-and-switch and couldnt come up with that kind of cash even if he wanted to so the movers unpacked the truck, threw the boxes back into the condo, and left. We had to wait a week and get another mover so we lost a lot of money over and above the $7500 deposit (housing costs and loss of income). But all we asked of *** is a refund of the $7500 deposit! No one will even talk to us! Our lawyer is recommending small claims court.

  Business response

  07/26/2023

  Dear *********,
  We apologize for the ongoing problem you're experiencing. We've repeatedly mentioned that ******* Moving Services is not responsible for the deposit you submitted to the booking agent. We provided all the necessary information to the booking agent so they could handle the deposit matter. When the booking agent offered us the job, we declined it, and they hired a different company for your move, which was the one you interacted with during the pickup, and they also adjusted the price, as you mentioned.
  If you still have the binding estimate from this other company, we can help identify the exact company that showed up.

  As evidenced by the pictures, our four trucks were all in ***** during the pickup period, from April 22nd to April 28th. Therefore, it's clear that ******* Moving Services did not charge your card for any deposits.
  We recommend reaching out to the booking agent directly or filing a complaint with them, as they were the ones who charged your card. Furthermore, please review their contract thoroughly before contacting them, as it states that the deposit is non-refundable if you cancel the pickup on the same day.
  If there's anything else we can assist you with or clarify further, please let us know. We are here to help.
  Best regards,
  ******* Moving Services

  Business response

  07/26/2023

  Dear *********,
  We apologize for the ongoing problem you're experiencing. We've repeatedly mentioned that ******* Moving Services is not responsible for the deposit you submitted to the booking agent. We provided all the necessary information to the booking agent so they could handle the deposit matter. When the booking agent offered us the job, we declined it, and they hired a different company for your move, which was the one you interacted with during the pickup, and they also adjusted the price, as you mentioned.
  If you still have the binding estimate from this other company, we can help identify the exact company that showed up.

  As evidenced by the pictures, our four trucks were all in ***** during the pickup period, from April 22nd to April 28th. Therefore, it's clear that ******* Moving Services did not charge your card for any deposits.
  We recommend reaching out to the booking agent directly or filing a complaint with them, as they were the ones who charged your card. Furthermore, please review their contract thoroughly before contacting them, as it states that the deposit is non-refundable if you cancel the pickup on the same day.
  If there's anything else we can assist you with or clarify further, please let us know. We are here to help.
  Best regards,
  ******* Moving Services

  Customer response

  07/26/2023

  Complaint: 20251890
  
  I am rejecting this response because:

  I contracted with *********************** who identified himself as an agent of ******* Moving Services.
  No broker was mentioned or identified anywhere through the process.

  ***** assured me that we would be moved by A&Ms own fleet of trucks but instead, we got two small rental trucks and a crew of very young, small, unprofessional guys wearing gym clothes and FLIP FLOPS!

  When we encountered the bait and switch issue (original written binding estimate quote was $4990, went to $20,000 two days before the move and then almost $30,000 on the day of the move), I contacted *********************** who was listed on the ***** website as the CORPORATE MANAGER for ******* Moving Services. We exchanged numerous texts and emails. ***** told me in a text that the deposit went to some broker in ** called GMG Moving Services and he said he would have to get the $7500 refund from them. He said he would send me the contact information for them. He didnt. 
  

  So I went to the ***** website and investigated the name of the broker and DOT # that ***** gave me, GMG Moving Services, DOT #*******. I found their listing and it says in big red letters at the top: GMG MOVING SERVICES (U.S.#*******) is NOT authorized by ***** to transport or arrange the transportation of Household Goods. I tried calling the phone number listed on ***** and it rings about 10 times then goes to a busy signal. I could not reach them. 

  And under the ***** listing for ******* Moving Services, there is now a big red banner across the top of their listing that says: This entity has a pending insurance cancellation.

  Bottom line: ***** told me not to tell anybody but admitted they sometimes allowed *********************** to use their Corporate letterhead and DOT # but not this time. ***** said in a text that lets ******* off the hook and we are out of the equation. 
  

  Per the lawyer we spoke with who specializes in Moving Fraud, that is NOT true. Our contract was on ******* letterhead, with A&Ms *** number so they are responsible for the bait and switch deal and getting our refund of $7500.

  Regards,
  
  ***********************************************

  Business response

  08/02/2023

  I understand that they act as representatives for ******* Moving Services, operating as booking agents with agreements in place with various moving companies. They advocate on behalf of each specific company for the jobs they reserve. You can find all the necessary information about them on their website: *********************************************************************************************************.
  However, it is crucial to note that according to the contract, you are unable to cancel the move on the same day as the pickup. To be eligible for a deposit refund, you must cancel at least 3 days before your scheduled move, which might pose a challenge. Even if ******* Moving Services shows up on the day of the move and you decide to cancel, the deposit will not be refunded, as the contract only allows for cancellations with a minimum 3-day notice. Please keep this in mind when contacting them.

  Customer response

  08/09/2023

  Complaint: 20251890
  
  I am rejecting this response because:

  
  First off all, we did NOT cancel on the day of the move!!!
  
  Movers in two small rental trucks showed up and jacked the price up from the binding estimate of $20,000 to almost $30,000! They demanded payment IN CASH which my daughter and her husband (**** and *****************************) didnt have and couldnt come up with even if they had wanted to accept the fraudulent bait and switch scheme that went from $4773 to $4990 to $20,000 to almost $30,000 when the trucks showed up!! ********************* had no way to pay that exorbitant price so they did NOT sign a new contract for almost $30,000. The movers refused to honor the contract of $20,000 from two days earlierso they left. Essentiallythe movers cancelled on the customer at the last minute and left the customer in the lurch! 
  
  The details:
  Our initial verbal phone estimate in early Feb was $4773. After a call to review the inventory in detail on Feb 11, we got a binding estimate for $4990 (contract attached). As you can see on the A&M contract, ******* collected a deposit of $1664.
  
   After a QA call on April 20, two days before the move scheduled for April 22, we were told that it would now be $15,000- $20,000 with assurance that it would be no more than $20,000. We got a revised written binding estimate for $20,000 on an A&M contract with their logo/letterhead/DOT # and we paid the required second deposit of $7500. (Contract attached).
  
  Like many other consumers scammed by ******* in numerous reviews on many review websites like TRUSTPILOT.com, Yelp etc, we felt we had to accept their last minute huge increase because, like those other customers, we felt hostage to their demands. Everything was all packed and ready to go and there was no way we could arrange for another mover any time soon. My daughter and her family had terminated their condo lease, had started a lease on a house rental in AZ, and quit their jobs (4 adults; my son-in-law ***************************** owns his own business (Integrity Welding)  and had closed up his business as timely as possible to minimize disruption with his customers so he wouldnt lose them to a competitor.). 
  
  Many of the other scammed customers complained in the reviews that ******* jacked up the price yet again at the destination end and their household goods were held hostage until they paid the full balance including the new exorbitant increase...again! At least we dodged that bullet! 
  
  Per the attorney we spoke with who specializes in mover fraud cases, we were victims of a common bait and switch fraud by movers. He wrote a letter for us to send to the moving company outlining some of the laws that they had broken, and that a full refund was required by law.
  
   I sent the lawyers letter to *********************** who solicited our business by phone and identified himself as ******* (which the lawyer called phone fraud if hes a broker.) I also copied his assistant ************************* to be sure they got it. No response. 
  
  I also sent that lawyers letter to the Corporate Manager of ******* (*********************** with whom I had exchanged many emails and texts) and also to the second named officer on the ***** website ****************************  ***** then informed me about a broker that we knew nothing about and told me to talk to him because he was the culprit that took our deposit and refused to refund it. So I also sent the letter to this alleged broker *********************. No response from anyone. 
  
  I also requested to them that they start their arbitration process as required by law. Again, no response other than from ***** that said ******* is out of the equation because they used a broker. 
  
  The attorney says that ******* admitted that they allowed *********************** to use their letterhead and DOT number for the contract so ******* is responsible for that contract/agreement. Period. There is no side stepping their responsibilities. 
  
  One more point about the broker excuse. *********************** solicited our business by phone as *******. To convince us that he was better than the other quote we had (competitor Pan Transit *** Lines DOT #*******), ***** introduced us to the ***** website and walked us through the ***** website to show us that ******* was a carrier that would move us with their own trucksNOT A BROKERand he showed ** that Pan Transit was listed as a broker.so he said With them, you will have no idea what/who you are getting. We accepted his quote based on that liemore phone fraud! and contract fraud! 
  
  In A&Ms ********, they listed their truck logs to prove they werent at our move. Thank you ******* for proving our point! We signed on with ******* because we were told we were getting A&Ms own trucks, and their own experienced moving crew but none of that showed up. We got one Budget and one Ryder truck (pic attached) and a bunch of very small young non-professional guys in flip flops! As you can see from A&Ms **** submitted as their evidence, they were in other placesnot at our move where they had agreed and contracted to be! 
  
  Since this is so long, I will send all the attachments next in a separate email. We have also filed official complaints with our bank *********************** and with *****, and the ************************ of ******** Protection, and Im in the process of writing a letter to ***************************, Secretary of Transportation who governs ***** and is spearheading a big project to crack down on widespread mover fraud as described on *****s website. If you want copies of any of that, please let me know. 
  
  We will also soon be starting to file a lawsuit in ***** small claims court because ***** is the location of headquarters for *******. ***** small claims court allows a *** of $20,000 for damages so if we dont get the full $7500 back, we will file and include the other damages caused by A&Ms **** and switch scam like duplicate rent/penalties, lost income from quitting 4 jobs including closing a personal business a week early, pain and suffering from having to search for another mover available at the last minute and living in turmoil in a boxed up condo for a week, the anxiety caused by the delay in getting to AZ to help aging parents (one with a serious heart conditionheart attack, AFIB, surgeries and more to follow including a Pacemaker) which was the reason for the move!
  
  As a final/recent footnote, my son-in-law ***************************** got a call last Friday from ********************* who is the name on the transfer of $7500 the guy who apparently received the money.  According to A&Ms Corporate Manager, ***********************, this is allegedly the broker that we knew nothing about. Apparently **** is feeling the pressure from *******, or BBB or one of the other many organizations that are now investigating them. 
  
  **** offered **** $2000 to settle the dispute. **** politely declined his offer and told **** that he would only accept a full return of the $7500 because he needs that to get it off his credit cards otherwise he will take it to small claims court and seek the $7500 plus the damages noted in the previous paragraph, as well as restitution for his damaged credit rating that dropped significantly (50 points) because he had to pay the next mover by ***ing out his credit cards. 
  
  **** complained that he couldnt refund the full $7500 because they had incurred expenses with the rental trucks and the crew they picked up. **** told him that in his opinion, that is the risk you take when you try to perpetrate an illegal bait and switch scam and it bites you.  The customer shouldnt have to help you cover the expenses you incurred in your scam!
  

  
  

  Regards,
  
  ***********************************************

  Business response

  08/25/2023

  I'm unaware of the situation that transpired at your residence I was just trying to explain what the booking agent mentioned to us, as ******* Moving was not involved in facilitating your relocation. We've engaged in a series of discussions regarding the issue you encountered, involving both you and the booking agent. Regrettably, ******* Moving cannot offer any assistance in this matter, as we were not responsible for charging your deposit or executing the actual moving process. We possess substantial evidence to support our claim and are prepared to present our case in a small claims court if necessary.
  For your reference, I urge you to examine the attached image which clearly illustrates that your deposit was submitted to Moving and Relocations LLC. Their primary email contact is ******************************************** It is advisable that you establish direct communication with them, as ******* Moving is unable to provide the assistance you require. Additionally, I encourage you to identify the precise company that was present during your move and initiate contact with them.
  Prior to proceeding with any further actions, I recommend thoroughly reviewing your contractual agreement to gain a comprehensive understanding of its contents. As previously indicated, ******* Moving did not process any deposit charges, which is corroborated by the fact that you utilized PayPal for payment. Please be aware that ******* Moving does not accept PayPal as a payment method, nor do we possess a PayPal account. The contact details for the main company are outlined in your contract and I suggest utilizing these emails and numbers for communication purposes.

  Customer response

  08/25/2023

  Complaint: 20251890
  
  I am rejecting this response because:

  Of all the reasons previously stated in detail, as similarly described by dozens of other victims of A&Ms organized fraud in the provided reviews.
  

  To answer your specific points here:

  1) Our only contract and contact was with *******. There is a specific paragraph in the contract that says our agreement is WITH ******* (provided in the previous response). The agent who so,I cited our business professed that he was ******* and that there was no broker involved and there was no mention of a broker anywhere in the contract, or on a separate contract as previously claimed. 
  

  2) Per the letter that we sent you from an attorney who specializes in fraud mover cases, our contract is with ******* and they are solely responsible for any breach of contract. ******* is responsible for refunding the $7500 deposit and if ******* loaned out their DOT number as the Corporate Manager *********************** claimed, then they can chase them down for the refund. I asked ***** for their contact information but he wouldnt or couldnt provide it. I have the texts to prove that. 
  

  3) Both ******* Moving Services and GMG Moving Services are NO LONGER AUTHORIZED by FMCSA to move household goods. I think that says it all.

  4) No services were provided and we need to recover the $7500 deposit. We have a boatload of evidence in the form or texts, emails and contracts so we will happily take it to court to recover that if necessary. Small claims court allows for up to $20,000 so if we are forced to go that route, we will also include additional expenses for double lease payments, lost wages due to the delayed move, time spent trying to recover the deposit owed to us by law, plus the pain and suffering from the stress that the family went through, and my husband and I waiting for their help after my husbands heart attack. 

  
  
  Regards,
  
  ***********************************************

  Business response

  08/27/2023

  We didn't have permission to work because our insurance had a problem. But now, the problem is fixed, and we can work again. At the time of your scheduled pickup, ******* Moving was fully allowed to operate.
  We have moved more than 400 customers this year so we are sure we are not scammers. 
  you will find the company information in the estimate that you signed on the top right. There's a number for the booking agency and email which will show you that it's different than our number and email.
  When you called the main ******* number on the same day you had issues with the other company, we told you clearly that we didn't send any trucks or crew to you. The company you dealt with was not us. We offered you a fixed price after you mentioned you couldn't go ahead with the other company. We explained that the mistake happened because the booking agency didn't change the details to ******* Moving after we turned down the job. Even though the new estimate you received on-site was from the other company, not ******* Moving, we've been working closely with the booking agency to help you. They're willing to give you a refund of $3500 only  since they had a company, a truck, and a crew ready at your location that coast them money. 
  Based on your contract, the deposit can't be refunded if you cancel or say no to the job.
  Let me know if you want to take advantage to this offer. If you don't accept the offer,
  ******* Moving won't be in the middle anymore, and we will be ready with all our evidence in court that we declined your job and didn't charge you from our side.

  Customer response

  08/30/2023

  Complaint: 20251890
  
  I am rejecting this response because:

  1) I dont doubt that you have 400 customers because I can see that many of them have filed complaints against you on the ***** website and many of them have written scathing reviews about being victims of the same bait and switch scam that happened to us.

  2) Yes, the mover incurred some costs because thats the cost of doing business and the risk taken when you get caught perpetrating a scam.

  3) You say that the deposit cant be refunded if the customer cancels or says no to the job. No matter how many times you repeat a lie, that doesnt make it true. THE CUSTOMER DID NOT CANCEL OR SAY NO TO THE **** As soon as they arrived, the guy in the truck went from the binding estimate of $20,000 to almost $30,000 and refused to honor the contract they had. They demanded CASH which the customer did not haveso the ***** left the customer in the lurch and left. THE ***** CANCELLED ON THE CUSTOMER!

  4) Yes, its true that the Corporate Manager *********************** offered a ************* of $18,000 HOWEVER, he said that our deposit of $9164 would NOT apply so the our total would still be $27,164much higher than the agreed upon and already inflated $20,000! So the flat rate help was useless and all part of the same scam experienced by other people. Also, we still ran the risk of a big increase on the delivery end and/or having our goods held hostage as described by many. 
  

  5) Please read all our previous responses. We have all the evidence and the law on our side to get the full $7900 refunded plus pain and suffering, loss of wages, emotional distress etc. 
  

  We have notified BBB to try to protect other people but we are done litigating this in the court of public opinion. 

   

   

  
  Regards,
  
  ***********************************************

  Business response

  11/05/2023

  The customer has received a full refund and has engaged a different moving company, thus resolving her case.

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired A&M to relocate ** from ***** to *******. When we were quoted, we were asked to fill out an itemized inventory of every piece of furniture and estimated number of boxes. After filling out the itemized inventory, our quote was around $3,000-$4,000 to pack our house, free storage for 30 days, and move to our new home in *******. We had added everything from our 3 bedrooms, 2 bathrooms, outdoor furniture and 50 boxes to the itemization. Issue # 1: The cost was 4X the quote. As the movers showed up and filled up the truck, our new cost was closer to $12,000-$13,000, despite the fact we removed 2 whole bedroom sets (only took our master bedroom) and our patio furniture that were accounted for in our inventory itemization. While we most likely did have more boxes, there is NO way we had OVER $10,000 in additional boxes (not to mention that we removed 2 bedroom sets). Come to find out this company is a broker that contracts out the move, so they are scamming people with low quotes just to get them to choose them and then collect their fee upfront to book. Issue #2: Delivery time. They have 21 days from our requested delivery day. As our requested delivery day approached, we couldn't get anyone to respond to us. When they did, the said they would be there in 3 days, then called again to say the NEXT day/tomorrow, then they would be there the same night. They wanted to move our stuff into the house at 10:30pm, but we insisted on next day. Issue #3: State of our possessions upon delivery. The boxes showed up damaged, furniture was missing screws, our bed was missing a foot (now it has to sit on the floor), mattress was stained. Our $9,500 *************************** artwork arrived dirty and with a HOLE in the center of the art. Overall, our stuff was returned to us damaged and in gross conditions.

  Business response

  05/18/2023

  Hello *******,

  I apologize for the negative experience you had with our company during your recent relocation from ***** to *******. I understand the frustrations you have outlined regarding the cost, delivery time, and the condition of your possessions upon delivery. Please know that we take customer feedback seriously.
  We couldn't locate your job details based on your name and phone number. In order to assist you further and initiate a thorough investigation into your complaint, we kindly request that you provide ** with additional information. Please provide ** with your name as it appears in our records, the job number associated with your relocation, or the phone number linked to your account. This will enable ** to quickly locate your file and address your concerns promptly.

  If you have any questions or need assistance, please feel free to call our office during business hours at ************.

  We appreciate your cooperation and eagerly await your response. Thank you.

  Customer response

  05/18/2023

  Complaint: 20070644
  

  The relocation was booked under my husband, *********************. Cell phone ************. 
  

  
  Regards,
  
  ******* Hacas

  Business response

  07/02/2023

  Dear ****,
  We regret to hear about the damage to your items. Fortunately, we have insurance coverage that includes protection for any broken or missing items during your move. However, upon reviewing your contract and invoice, we discovered an outstanding balance of $1,358.95 (USD) that has yet to be paid. Unfortunately, we are unable to initiate the insurance process until the balance is settled.
  Additionally, we would like to clarify that the company we had a contract with to deliver your goods has been banned from our system. ******* Moving Services no longer works with them. We have sent you an email detailing the actions we have taken against this company following the incident that occurred during the delivery process.
  Please let us know once the outstanding balance is resolved so that we can proceed with the insurance claim. We apologize for any inconvenience caused and appreciate your cooperation.
  

  Feel free to contact us if you have any questions.
  Email: ******************************************************
  Phone: ************** 

  
  

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 15th A&M moving services came to my home to pack and move my furniture for delivery on the 23rd. This deal originated through ****************** that sourced to this company. Upon arrival the ******* explained he would require more money, they did not have boxes for clothing and would cost **** plus same at delivery. I contacted the owner **** as well as ******* as it was double the price. We paid as we had to be out for closing. Then we were informed unsure of delivery date. The packers were not properly packing as they did not wrap breakable items and put random items in boxes that were not appropriate. Example a toilet plunger with clothing. A glass vase put in a mosaic vase neither wrapped and around books. I continued to text and call owner for help. Movers done and called or text daily on delivery. Received delivery on 24th. Driver was throwing boxes into garage and would intentionally place furniture in water puddles. Called and texted Amad for help. Driver went to sleep in truck and did not place furniture around home. ** addition as we opened boxes damage was done due to packing and throwing. Assistance requested and not provided. Service paid were not done. **** had to be provided before unloading he was going to leave ad I needed to get cash. I had to pay local help to finish the job as the bed wasnt even put together. Services paid not provided. I have neighbors and evidence for reporting we have videos and pictures as well. Company even showed up in a beat up truck with no company logo very sketchy will add to photos.

  Business response

  03/30/2023

  I apologize for the negative experience you had with our company. The increase in price was due to the fact that you may not have mentioned all the items in your house, and packing your entire house made it difficult to provide an accurate estimate. Our pricing depends on the number of boxes and the space required in the truck, and as you saw, we used a full truck and packed it as efficiently as possible.
  Regarding the unwrapped items, we reviewed your video and found that all items were packed in a box and we did not find any broken items thus far, based on the pictures you provided.
  You mentioned that the driver was sleeping in the truck and did not help at all, but when we contacted the ************, they said that he had assisted with every single piece. Unfortunately, we deducted money from the driver's pay before realizing this was not accurate.
  Please send ** pictures of any damaged items so that we can assist you in filing a claim and obtaining a refund from the insurance company. We provide free insurance for your move and want to make sure you are properly compensated. We appreciate your feedback and look forward to hearing back from you.

  Thank you

  Customer response

  03/30/2023

  I will provide the names and numbers if people the provide evidence  I will send additional videos as well  This is a lie from you on many levels  we have a detailed list that was provided as well as No of ********** no of clothing boxes needed  

   Complaint: 19865775
  
  I am rejecting this response because:
  
  Regards,
  
  ****** And ***************************

  Business response

  04/12/2023

  We have conducted a thorough investigation regarding the issue you raised about our services. After contacting the helpers you provided us with, we found discrepancies in their statements. While they initially confirmed that our driver assisted in unloading, they later claimed that the driver did not help and was throwing items. Furthermore, they alleged that they did not receive payment, although we have evidence to the contrary.
  We acknowledge that we provided additional compensation to the labor for their assistance in staying longer to help you. However, we cannot justify paying $1000 for items not being placed in the right location, as this does not align with our policies. In light of this, we would like to offer you a discount to resolve the matter.
  To move forward, we kindly request that you provide ** with proof of how much you paid the helpers, and we will reimburse you accordingly. Please note that the maximum amount we can pay is $150, given that you had all your items inside the house and only required them to be placed in the desired location.
  We apologize for any inconvenience this may have caused you and appreciate your understanding in this matter.

  Customer response

  04/12/2023

  Complaint: 19865775
  
  I am rejecting this response because:

  The statements within the attached are false. 
  1. ******* stated you are responsible for the packing. As we did not receive what we paid and requested that should be refunded. 
  2. attached is what local movers were paid. 
  3. local movers did more than move furniture around. They had to install all bedroom furniture that was not done as well as bring the thrown boxes sitting in garage into the house where they belonged. We did not pay for a drop off we paid for a move. 
  4. we will also be submitting all damage to the insurance company 

  5. a minimum of **** to cover our additional fees on top the double fee you charged without notice. 
  6. we have witness from neighbors as well that will witness your driver 

  7. ****** said you called asked one question hung up. They called you back to tell full story. They also stated they were paid by you they just dont feel they were paid what they were worth there is a difference. 
  

  do not lie and resolve this issue. 
  
  Regards,
  
  ****** And ***************************

  Business response

  05/06/2023

  1- We only charge for packing services and not for unpacking. You can see in the contract that we charged $1300 instead of $2000 and didn't charge for any extra cubes packed. Unpacking services are usually paid for separately if requested by the customer.
  2- The movers provided inconsistent information and it was difficult to determine the truth. Initially, they said the driver helped them with everything, but later they claimed that he didn't and was sliding furniture. They also mentioned that they were not paid for their extra hours although you mentioned that you paid them for it, which we asked to refund for you.
  3- Please refer to the website we sent you via email for information on insurance coverage for any damaged items. The insurance will take care of everything.
  4- You signed the revised estimate before any items were moved, which clearly showed the additional size that you used in the truck. Therefore, you were aware of all the extra charges before we began the move.

  Customer response

  05/08/2023

  Complaint: 19865775
  
  I am rejecting this response because:

  1. We did not nor have we ever asked for unpacking  

  2. we stated the items placed in boxes not properly packed and resulted in a lot of damage  

  3. our issue with delivery the items thrown in garage and house never put in place which is what movers do   They only put in garage to help them we never stated we wanted the boxes in garage 

  4.  We never agreed to our items being removed from truck it was in put in storage area and put on another truck for more damage or missing boxes  

  5. We provided proof of payment in last email  

  6. once furniture on truck we had no choice but to sign document to get our items back  no one explained doc  

  7.  No one showed ** the doc we agreed to compared to yours nor did we receive a document at delivery  

  
  Regards,
  
  ****** And ***************************

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with A&M Moving Services to move my household goods from my home located at ******************************************************* to my new home at *********************************************************************. They arrived on 10/25/22. There are three (3) individual issues that I am seeking a resolution with.#1. Charged additional labor for oversized items. $350 for floor safe, $500 for a piano, $500 for Desk/Hutch (Total of $1,350). When the driver arrived in *******, *** Services could not locate additional labor to assist with the movement of these items. My wife and I provided the additional labor for not only these items, but for approximately half of the unloading of the truck. I am seeking a full refund for the additional labor charge for the oversized items that was not provided.#2. Damage to the floor at home in *****. When moving items at the home in *****, the movers damaged the hardwood floor in 3 separate locations. I spoke with the movers at the time as well as the *** Moving Coordinator, ***********************, and was told that I would need to file a claim with their insurance provider and they would reimburse me in full. After I arrived in ******* I contacted their insurance company (***********************) and was told that they only cover damage to the moved goods. *** informed me that I should contact my homeowners provider. The house was sold and the homeowners policy was cancelled before I arrived in *******. I am seeking a reimbursement for the damage of $1,500.#3. There are 18 missing boxes. My agreement with *** was for a full truckload. No other goods were to be on this truck. When the truck arrived, there were a total of 18 missing boxes. The driver said informed us that it was possible that they were left at the stop the previous day in ***********. I asked what he meant and he informed me that another persons goods were on the tail end of the truck. Estimated value of the contents is $1,500. Total reimbursement I am seeking is $4,350.

  Business response

  03/30/2023

  Hello ****,
  We apologize for the negative experience you had with ******* Moving Services. Thank you for bringing your concerns to our attention. After conducting our investigation, we found that the driver did have a helper with him and he mentioned that you assisted him with 2 of the **************** which are the piano and safe and the driver and helper took care of everything else.

  We understand that it was hard work for all involved and we would like to offer you a refund of $250 as a token of our appreciation for your help.

   
  Regarding the damage to the floor in your ***** home, we regret to inform you that our insurance policy only covers damage to moved goods, not damage to floors or walls. However,

  we recommend that you contact your homeowner's insurance provider as they may be able to provide coverage for the damage caused by our company during the move.

   
  As for the missing boxes, our inventory list indicates that all of your goods were loaded onto the truck, so it is unlikely that 18 boxes were missing.

  Please double-check your count of the boxes and let us know if there are any discrepancies. We will also check our warehouse for any misplaced items belonging to you.

   
  Please provide us with your information to receive the $250 refund that we have offered you, and be sure to file a claim for any missing or damaged items with our insurance company. Thank you for your patience and understanding.
  Best regard

*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. ↩