ComplaintsforA and P Moving, Inc

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unfortunately, my partner and I had an awful experience with ********************* and A and P Moving. Despite paying almost $7,000, our belongings were damaged and dropped in the middle of the street. The driver, who was elderly and not capable of moving heavy boxes, did not bring a single person to assist with the drop-off.Instead, I was forced to drag a king ********* 40+ moving boxes, a 60-inch TV, fragile artwork, and a 70-inch solid wood desk up my driveway without any assistance at 7 AM. When I spoke to ********************* about the mishap, she apologized profusely and said what occurred was completely unacceptable and unanticipated. But after speaking with "customer service" she offered us just $100, (1.5% of our total moving cost) for the "inconvenience." According to ***** and A and P, unloading thousands of pounds of furniture from a truck into your home is worth less than 1.5% of your move. Further, the items were not properly stored and transported. Our expensive mattress arrived with a major splotch of black mold and mildew (see below). It was in perfect condition, as evidenced by the inventory sheet when it was packed. The only thing between it and the floor of the moving truck was a thin sheet of plastic. My solid wood desk (also in perfect condition on the inventory sheet) arrived with a chunk missing. It was laid bare on the wall with the protective blankets tangled below. Finally, my $1k+ steelcase chair was entirely missing.Finally, *****, the website, and emails provided by A and P and Bekins, indicated that the "driver and his crew will prepare your house by protecting the floors and doorways" and assist with unloading items into your home. That's a direct quote from their "drop off" FAQ, and is repeated in all of their promotional materials. The driver did not step one foot inside my garage, home, or even my driveway. To suddenly not offer assistance at the last minute without explanation is clearly contrary to their assurances and advertising.

  

  Business response

  08/29/2023

  As communicated to customer on June 13th and again on August 22nd, I am sorry the Bekins *** Lines interstate move delivery did not go as planned and, again, apologize for the delivery situation. Yes, I was the person who coordinated the customer's interstate move through ********************** *** Lines, the nationwide network we are an agent for.  The customer's move was handled by ********************** *** Lines with one of its van **** drivers. The local agency provided thorough origin services in **************, a Bekins *** Lines driver transported inventory across the country on the same truck, and delivered to customer's residence in **********. The amount the customer paid, $6,262.51, was similar to the amount estimated. The relocation appeared to be going well based on the feedback shared at loading.Unfortunately, the Bekins driver did arrive at the delivery residence without help, resulting in a difficult situation for the customer.  I was sorry to hear some damage occurred as well.  On June 15th, I provided customer with information on the ********************** *** Lines claims process, and that he has 9 months from the day of delivery to file a claim through Bekins *** Lines claims department. I have not had this situation happen before, and I apologized for the frustrations experienced. 

  Customer disputed his AMEX credit card payment to Bekins *** Lines.  The recent public negative outreach to numerous social media outlets specifically targeting me individually appears to possibly be directly related to Bekins *** Lines getting AMEX to return the $6,262 they charged back and originally refused to return.  Bekins *** Lines stated their collections department worked hard to get it reversed, felt customer was untruthful in his dispute to AMEX as well about the weight of the shipment and the time it took to deliver.  Bekins *** Lines shared information with AMEX using facts and contract terms proving the argument customer made was fictitious and ********************** *** Lines offered compensation when none was warranted.

  I spoke with customer on day of delivery, and the following two days after, with Bekins *** Lines customer service involved to help resolve the situation.  We did not run away from customer's complaint.  Customer did not reply back to me or ********************** *** Lines after June 15.  It is felt the customer is doing anything he can to get a free move or a deeply discounted move, as he continues providing some inaccurate information.  

   

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