ComplaintsforA to B Movers

• Initial Complaint

  05/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of the transaction: 12/29/23 The amount of money paid to business: $2298.53 What the business committed to provide: 2 Professional Movers and Moving Truck What the nature of the dispute is: Quoted 2 hours, charged for 7.5 hours due to movers refusing to use a dolly (one mover did use a dolly after the 2 hours in response to my complaining - the other continued to refuse to use a dolly carrying one item/box at a time, arguing with me.) While stopping off at the dump did legitimately add 2 hours, intentionally carrying one item/box at a time to extend the time added 3.5 hours, breaching the contract of providing professional, efficient, honest moving services. We are also seniors who believe they took advantage of the fact that we can no longer perform the move ourselves. We believe we are owed a refund of $737.50 for that additional fraudulent 3.5 hours. They required a deposit with a credit card. They then had our credit card number and charged the full amount, even though I objected at the time.Whether or not the business has tried to resolve the problem: No. ******* repeated requests to speak to owner, owner also ignored letter from attorney regarding breach of contract. Our attorney stated we would likely win if we took them to court, but we would have to pay all of the fees and then attempt to collect from them. We have reported them for fraud to the **** which has informed local law enforcement, and decided to file a complaint here, since you have them listed as accredited with an A+ rating. Seniors need to beware of this business. There also seemed to be bias that we live in *****. We live in transit employee housing as my husband drives for the transit company and I provide pro **** services, so we live very frugally on just one income. This business needs to be held accountable.Account/Order/Tracking Number: Invoice SM-1106

  

  Business response

  06/05/2024

  On Dec. 18th, 2023 we received a call from ********************* requesting to move her items from the current storage location she was renting to her personal storage location at her home.  She informed us that the storage unit was a 10 x 10 storage unit, mostly full of boxes and there were a few items that she would like to donate to the good will.  Her original quote was for 2 - 4 hours of labor.  In total the estimate came to a low balance of $974.75 and a high estimate of $1,424.75.  After speaking with ********************* on the phone she stated she needed to think about it and would give us a call back.  She later called and stated she really wanted to work with us and she was sure it would not take the full 4 hours to complete.  After 4 yrs working in this service industry I am competent in providing customers with a close representations of what their service will look like, however there have been a few outliers so I decided to lower the the estimate to only 2 hours.  Before accepting the deposit payment for the service being scheduled I did advise ********************* if the service were to go over the estimated time we would ask that she sign a change order form acknowledging that our crew lead had advised her it would take longer than originally estimated and her final invoice would reflect the change and increase in labor hours.  When our crew arrived they found the storage unit to not be a 10 x 10 storage unit but a 10 x 20 storage unit.  In addition to the unit being larger than initially disclosed the boxes had suffered quite a bit of damage due to rodents and the amount of time the items had been in storage.  Upon arrival to the final storage destination there was also a long walk that was not disclosed.  With any service we ask questions to understand the scope of work we are being asked to complete and in this case full disclosure was not provided.  Our crew did advise ********************* her service was going to take longer than expected and she did sign our change order form acknowledging this discussion/agreement was still in place.  At completion of service I personally called and spoke with ********************* and explained that the scope was different than what was discussed, I informed her of the final balance, walked her through the charges and she gave permission to charge the card we had on file.  We followed all protocols listed in our terms and conditions.  The following day she then submitted a request to the owner of the company through our website which was forwarded to him.  An attorney letter was never received by us, the first opportunity to read the letter was when we received a copy of the complaint through this platform.  

  Customer response

  06/10/2024

  Complaint: 21745493
  
  I am rejecting this response because:

  A to B Movers admits to quoting a maximum of 4 hours and fails to even address the cause of their almost double extra 3.5 hours and excessive charges in their response. The fact that one of A to B Movers "professional" crew members, the "lead," refused the entire time to use standard, professional moving equipment (dollies) to ensure an efficient, safe, and professional move breaches their contract, as stated in the letter from our attorney. Further, our boxes were "fragile" due to being moved several times before, and we just discovered upon going through our storage, that, as would be expected, handling each box one at a time as they did, instead of transporting them maintained in their stacks on dollies, caused avoidable damage to some of the boxes. As stated in their response, they quoted a minimum of 2 hours up to a maximum of 4 hours - the extra 3.5 hours they took carrying one item/one box at a time - charging an extra $700+ - was obvious and intentional.
  
  Further, there are several false and questionable statements in their response.
  -I actually first called A to B Movers on December 15, 2023. I called all of the movers in the ******************* for quotes. I chose A to B Movers because their quote was the most reasonable. (I can provide my notes containing all of these quotes upon request, as well as detailed notes of two additional conversations with A to B Movers confirming the move and when I called to complain before completion.)
  -I disclosed that the storage unit I needed to move from was 10x15 (I can provide the storage unit contract with size listed upon request).
  -I disclosed that we had discovered mice in the unit just a couple days prior.
  -I disclosed that at my storage, they could back the truck up close (there was no reason why they couldn't back nearer than they did - we don't know why they chose not to and they did not mention anything about it being a long walk until their response to this complaint. Was this another intentional strategy to extend the time?) 
  -I disclosed that there were stairs down.
  -I disclosed that we wanted to donate all of the furniture to Habitat for Humanity on our way (we ended up taking it all to the dump instead due to the level of mice damage).
  -Full disclosure was provided.
  -During the move, I complained at the 2 hour point that the crew was not using dollies, carrying one item/one box at a time. At that time, one of the crew members began using a dolly, which made finishing loading very quick, and continued to use a dolly for the remainder of the move. Based on how quick, had they both used dollies the entire time, the move was possible within 2 to 2.5 hours, adding on the 1.5 hours stop at the dump. But the other "lead" crew member refused, bullied me, and continued to carry one item/one box at a time for the remainder of the move.
  -Before completion, I called and complained. I was informed I would be charged for 7.5 hours on my charge card they already had and that this person was not able to change the amount in the system.
  -The following day I submitted a complaint addressed to the owner on the company website requesting a refund for the extra 3.5 hours/$700+.
  -I received an email response from the person I had previously spoken to claiming the owner would contact me. I was never contacted.
  -I emailed several more times - same response - never received contact from the owner.
  -I contacted my attorney who sent the submitted letter.
  
  A to B Movers lied in a string of emails that the owner would contact me in response to my complaint (which I can provide upon request), therefore, we presume that A to B Movers is also lying about not receiving the submitted letter from our attorney. A to B Movers is not only accusing me of lying, but our attorney as well as questioning delivery by the U.S. *************** A to B Movers was hoping if they just continued to ignore me I would just give up. 
  
  Further, that A to B Movers never addressed the extra 3.5 hours/$700+ beyond their own 4 hour maximum quote; nor provided any legitimate reason in their response for not using standard professional moving equipment to fulfill their contract of providing an efficient, safe, professional move; nor any legitimate reason for their "lead" crew member carrying one item/one box at a time, bullying and refusing to use a dolly; in addition to repeatedly lying that the owner would contact me about our complaint, and, presumably lying that they did not receive the letter from our attorney, speaks to them not taking their contract, our move, or this complaint seriously. 
  
  
  They have provided no information or evidence in their response that would suggest other than, as stated in our complaint, that they intentionally engage in fraudulent practices, preying upon vulnerable people needing moving help. In doing this, they are not just fudging or cheating a little, but a full 3.5 hours extra - which is nearly double their maximum time quote. Would anyone hire a mover who intentionally takes nearly double the time of their maximum quote to complete a move by parking further away and carrying one item/one box at a time if they knew? Absolutely not. We want to stop A to B Movers from ever engaging in these fraudulent practices on anyone else in the future and we need a refund for the extra 3.5 hours/$700+ they fraudulently charged us. Not only have they breached their contract according to the law, as stated in our attorney's letter, that they would so blatantly refuse to abide by standard professional moving requirements when they believe they can take advantage and bully vulnerable people is beyond cruel.
  Regards,
  
  *******************************

  

  Business response

  06/11/2024

  In response to the rejections of our first response:
  
  We would first like to take responsibility for the few failures ******************** has brought to our attention.  She is correct in stating we did not properly address her complaint in our first response. At this time, we would like to acknowledge we are inexperienced at responding in this type of format/situation as is evident by our A+ rating for the 3 years we have been in business.  We adamantly reject the claims that we intentionally engage in fraudulent practices, preying upon vulnerable people needing moving help.  According to the attorney letter submitted,both ******************** and A to B Movers agree (1) there was a contract in place, and (2) ******************** performed her duties, as stated.  However, A to B Movers disagrees with the statements submitted by ********************, we did perform our duties outlined in our contract.  Ms. ********* belongings were removed from her rented storage unit and relocated to her personal storage unit.  Please see our below response to the concerns ******************** has raised
  
  Box fragility was caused by rodent infestation and rodent damage at the storage unit the customer had contracted with for an extended period.  This rodent infestation was the reason customer was contacting moving companies to relocate their belongings
  Our crew used their extensive work experience in moving the boxes as well as retaping some of the boxes to ensure there would be no further deterioration during the relocation process.  Crews are instructed to use their judgment on how to safely provide the service that has been contracted
  At no point was there a guarantee the maximum amount of labor required would be limited to 4 hours.  I personally spoke with the customer and discussed that if there was additional time needed the customer would be asked to sign a change order form.  (Please see the attached signed change order submitted in the first response.)  At no time was the customer required to continue service, the customer had the option to stop service to limit the financial burden if they so choose.
  Excerpt from A to B Movers Terms and Conditions
  This estimate is valid for the next 7 days. This is an Estimate, and values may be subject to change due to, but not limited to, additional job scope upon arrival, excessive stairs and elevators, job site conditions, safety issues and concerns, and incomplete details during the time of booking. By accepting this estimate and paying the requested deposit the customer understands they are entering into a contract with A to B Movers LLC.
  I am unable to verify the first date of contact, however, our confirmation letter was signed on December 18th
  The unit size disclosed to us was 10x10, this matches what the customer's attorney states in the letter submitted in this complaint. 
  Excerpt from customer-submitted attorney letter
  According to ********************, the relevant facts are as follows: ******************** contracted with A to B to move contents out of a 10x10 storage unit to another. ******************** received a two (2) hour quote for the move and ******************** agreed to the price and paid a $484.88 deposit.
  
  Even with the presence of mice and f**** we contracted with the customer and did not charge an additional fee for hazardous working conditions in an effort to cut costs for the benefit of the customer.
  There was a path that had to be walked to reach the customer's personal storage unit. Please see the attached photo.  Our crew also had to dolly and walk through snow and ice to access the personal storage. (Please see attached photos)
  In communication with the crew on the date of service, they informed me the unit was larger than what was initially disclosed, that the boxes had been extensively damaged by mice, and they worked as quickly and safely as they could to do everything in their power to move the items.  ********* was required to undergo retraining after receiving the customer's complaint to ensure crew-customer interaction happens respectfully and courteously.
  As the Moving Consultant Manager and the only person in the office who took calls, at no time before service was complete did, I receive a call from the customer stating her dissatisfaction with the service she was being provided.  I did, however, receive several calls from the crew on site, it was never relayed to me the customer wanted to speak with me or that service needed to stop.  Upon completion of service, I contacted the customer and spent time going over the final invoice.  Before receiving her authorization to charge her card I again contacted the crew that provided service and the general manager to discuss the customer's concerns.  I was not given the authorization to provide a discount as the misinformation we received caused the final balance to increase.  I then called the customer back and informed her the work that was required mathematically correlated with the time required to complete the requested service.  The customer at that time gave her authorization to charge the card.
  We did receive the complaint addressed to the owner, he was immediately contacted and informed of the situation.  I then responded to the customer to let her know the owner would be in contact with her. 
  Each time the customer emailed her request the owner was informed, after speaking with the owner it is clear contact was not made
  At no time did we receive an attorney letter that required a signature for receipt of such mail having been received
  
  We as a company pride ourselves on providing honest, courteous, efficient moving services.  In this case, we made every attempt to complete the requested service to the best of our ability.  It is unfortunate that in this instance we were unable to satisfy the needs of this customer.  There was no attempt or intent to lie to the customer.  We are not implying the customer is lying regarding the letter from her attorney, simply stating the letter was never received, when no further contact was made via our normal channels of communication the office staff assumed the owner had contacted the customer and there was no further need to follow up with her.  There was no intent to ignore the customerscomplaint, just an unfortunate lapse in follow-through that has been addressed internally to ensure this type of lapse never happens again.
  
  We did address the additional 3.5 hours of labor with the customer several times, initially just before the customer completed the confirmation document, It is our normal practice to disclose that our quotes are estimates to the best of our ability, and if for any reason the amount of time required to complete the service should increase the customer will be charged for the additional time.   It is also stated in our terms and conditions as such and with very few past experiences we have since enacted a practice that requires the customer to sign a change order form to ensure both we as a company and our customer have agreed the amount of time has increased and therefore the final balance due will increase.
                Excerpt from A to B Movers Terms and Conditions
  Estimates are based on the information given at the time of booking and are good for 15 days. Any changes to the landscape of a move, (including but not limited to; additional stairs, elevators, additional boxes/furniture) will be charged at the rate at which the original contract was agreed. Usual rates are $75/hr. per truck and $75/hr. per moving technician.
  
  In response to the customersimplication that we would speak untruths about the distance that was required to walk to the customer's personal storage unit, we have supplied a ****** Maps screenshot of the customer's address and photos taken by our crew to show that at no time would the crew have been able to park any closer, (directly in front of or near the new storage location).
  
  In summation, A to B Movers completed the service requested to the best of our ability, ******************** may feel the move was completed incorrectly in her opinion, however, ******************** is not a professional mover with years of experience handling the variety of situations our crews have encountered. Our movers work diligently to complete the requested service, the degree to which her boxes had been damaged by mice infestation, the difference in the actual size of her storage unit, weather conditions on the day of service, and the distance that had to be walked to the new storage unit all changed the scope of work that was required.  All these factors were extensively discussed with ******************** and disclosed in our company Terms and Conditions which ******************** signed. There was a lack of communication and attention to her claims and for that, we take responsibility and apologize for any hurt feelings or implications that we do not care for our customer.  We would also like to assure ******************** that this complaint has been taken seriously and new policies and training have been put in place to ensure no other customer will be left feeling as though their complaint is not being taken seriously. We appreciate her courage and willingness to make sure her complaints and any possible future complaints are addressed promptly, properly, and completely.  At this time A to B Movers ask BBB to dismiss this complaint as we feel we have addressed all concerns and provided the required evidence to show we were within our contractual obligations when service was completed.
  
  Kind regards,
  A to B Movers

  Customer response

  06/13/2024

  Complaint: 21745493
  
  I am rejecting this response because:

  Bottomline, A to B Movers has side-stepped the core issue in every way they can think of in their two responses. *** core issue that continues to cause us and our attorney to maintain that A to B Movers, in a premeditated and intentional strategy, were determined to extend the time it took to move a 10x15 rented storage unit to our apt storage cage out as long as they possibly could is evidenced by the fact that both crew members were carrying one item/one box at a time for the first two hours, and after I complained, one of the crew members finally started moving our property by using a dolly, but the crew "lead" continued to refuse to use a dolly, bullying me, and continuing to carry one item/one box at a time for the duration. (See attached storage unit contract, price increase detailing size, and our last invoice proving we were paying for a 10x15 - I provided this contract to the attorney along with all the other relevant documents - I cannot explain the typo in her letter). 
  
  A to B Movers have provided zero information or evidence to explain this discrepancy between their two crew members' behavior or why they would carry one item/one box at a time in the first place, which, clearly, is not professional moving practice. We are left to surmise that the plan was for both to carry one item/one box at a time to intentionally extend the move time as long as possible. We also now have an explanation for why they parked so far from the stairs to our storage - and they even took photos which also demonstrates premeditation - it was an additional effort to extend the move time as long as possible. *** photos A to B Movers provided also proves that one crew member was moving stacks of our boxes with a dolly, leaving them at the top of the stairs, but instead of the crew "lead" using another dolly to stack the boxes on the first step then rolling them down and maintaining their stacks intact in our storage, he again bullied me when I complained, saying he has to carry one box at a time and had to arrange them one at a time in our storage! This is why we and our attorney, according to the law, maintain A to B Movers breached their contract of providing efficient, safe, professional and courteous moving services. 
  
  We also, once again, need to correct false statements in A to B Movers' recent response.
  
  Mice Damage
  -Mice damage was not the original reason for moving our property - since we live on one income, my husband's bus driving wage, so I can continue to perform my mental health services pro **** while attempting to find a sponsor, we were trying to save money by consolidating our storage. We did not find out about any mice in our storage unit (that the storage company claimed, in writing, was mouse proof) until a few days prior to calling A to B Movers. We donated a huge oak bedroom set, large entertainment center and large massage table to Habitat for Humanity who came to the storage unit to pick them up. That is when we discovered mice. We also wanted to donate the upright freezer, a shelf, and the double recliner couch but they weren't easily accessible and since they are just a pick up crew and had to get to their next pickup, Habitat said we'd have to deliver those to their store once we moved. Further, A to B Movers wants to focus on the 5 ft difference between the size they wrote in their quote (originally claiming it was 10x20 and that I had lied) - with the huge bedroom set including a California king size bed, a full dresser with mirror, and two large bedside tables as well as a large entertainment center and large massage table already picked up by Habitat - the left half of the storage only had the upright freezer, the double recliner couch upright on its side, a folded air sleep number mattress and an upright shelf left (which the movers just pushed off the truck at the dump rather than having to move them), while the right half was mostly full of the research and book boxes.
  -Please see the attached photos. We did NOT incur mice damage to boxes full of research papers and books. As you can plainly see, a small fraction of the over 20 year old boxes are damaged from multiple moves. You can see what the majority of the boxes look like in the photos A to B Movers provided, which have held up well. 
  -*** mice sought warmth, and infested the couch, mattress and freezer - which were the items we took to the dump. We also saw dead mice on the floor, which suggests the storage company was doing some pest control - but obviously hardly enough to claim that their units are mouse proof. 
  -Further, A to B Movers' crew "lead" stated every unit of the many they've moved in that storage complex has been infested with mice and bossing me, condescendingly wagging his finger in my face, telling me I need to file a complaint, while the other crew member was so disturbed by the mice (as if he had never moved and incurred mice before) that he stated they shouldn't have taken our moving job (he also complained about it being "small stuff" to move, complained about going to the dump, and, as we only found out in their 1st response, complained about the snow on the ground - in December in the ************************ - and the length from where he chose to park the truck to our storage stairs). I told him we had informed their reservation agent about finding mice prior to reserving the move. A to B Movers on their website also claim to be "junk removers" (see attached screenshot) - their statement in their second response about not charging "an additional fee for hazardous working conditions" is disingenuous.
  
  Apt Storage Access
  -Please see the attached photos and calendar screenshot. *** calendar screenshot shows that on December 22, 2023, just a few days prior to the move with A to B Movers, Habitat for Humanity picked up donations - a washer & dryer set, a large corner breakfast table and benches, and another large massage table - from our apt storage to make room to consolidate. Moving this furniture up the stairs was much more difficult than rolling stacks of boxes on a dolly down the stairs. ***ir truck is actually longer than A to B Movers, and they backed right up to the stairs and had no problem and no complaints. We also had a moving truck back right up to the stairs when we moved in years ago, and everyone living in our apt complex has moving trucks back right up to the stairs all the time. A to B Movers, in all of their claims of being professional movers, act as if they don't know how to back a moving truck up, and also seem to falsely assume we have never moved before or had moving trucks at our apt complex before. 
  -You can clearly see full, open easy access to back right up to the stairs, like every other moving truck has with no problem, in both the photos A to B Movers provided and the photos we took yesterday with views from the stairs to the asphalt and from the asphalt to the stairs. Why he left the truck in the middle of the asphalt area and dollied our boxes all the way from there to the stairs is an intentional choice. And then, complaining about snow on the ground in December at an elevation of 8000 ft in the ************************ as an excuse for extending the move as long as possible is beyond belief. It only confirms their intent to take advantage of us and confirms their attitude that we are seniors so we must be stupid and/or senile.
  
  Attorney Letter
  -A to B Movers believes that if they didn't have to sign for a registered letter then the attorney did not send it. *** attorney did send the letter - but because, in general, they have found that the recipients, demonstrating guilty behavior, refuse to sign or pick up registered letters, attorneys have stopped sending them registered, getting better results sending them as regular mail that is more likely to be opened. Again, A to B Movers is claiming our attorney did not send the letter and that the U.S. ************** did not deliver it, which is the same as them originally claiming that the owner would respond (did this owner open the attorney letter and just throw it away?), and also claiming that they didn't hear from us again, so assumed the owner had contacted us and that there was no reason to follow-up. This is yet another lie. This statement is blatantly false: "Since no further contact was made via our normal channels of communication the office staff assumed the owner had contacted the customer and there was no further need to follow up with her." *** ******* staff" DID hear from us again. I emailed them one last time to inform them that we filed a complaint with the **** which the ******* staff" ignored and is also lying about not receiving. So, not only did they lie about this, and the owner continuously ignore us, the ******* staff" also ignored our last email, proving we nor our initial complaint, nor even our complaint to the **** were taken seriously by the owner or the ******* staff." This only confirms our conclusion, along with the evidence already presented here, that, with premeditated intent, A to B Movers not only exercised fraudulent practices, but believe, because we are vulnerable seniors to be taken advantage of and not taken seriously (and/or we live in ***** so we must have endless money to grab), that they have likely done this in the past, based on the complaints hidden by ****'s shell game as "not recommended," and believed they could succeed in this instance. (See attached Yelp screenshots - 1) look at the bottom of the 1st screenshot where Yelp states with a link: "20 other reviews that are not currently recommended" and 2) notice on the top of the 2nd screenshot where Yelp states: "Note: *** reviews below are not factored into the business' overall star rating" and then screenshot 3 shows one of the lengthy complaints against A to B Movers Yelp hid - then they give them a 4.7 star rating.) ***y likely still have a good BBB rating because it takes more effort and thoroughness to file an official complaint through BBB than it does to post on Yelp - but because Yelp in no longer credible due to their practices of censoring and hiding long complaints, we wanted to do everything we could to stop A to B Movers from continuing these fraudulent practices on seniors and/or Aspen workforce living in cramped government-subsidized employee housing struggling to make it, so we took the time to file an FTC and BBB complaint. Do they pick and choose who they will perform professionally for and who they won't? From their reviews, apparently. Hurt feelings?! We cannot AFFORD a move that is nearly double A to B Movers' maximum (a word they used) 4 hour quote! We don't know anyone who can! As our attorney stated and referenced, according to the law, they clearly breached the contract. Carrying one item/one box at a time (the first 2 hours, then only the crew "lead" continuing to bully and carry one item/one box at a time while the other crew member appropriately used a dolly) and parking further away then necessary, and blaming "surprise" snow on the ground, while bullying and complaining to and ignoring customers, can in no way be defined as providing professional moving services as promised in their contract.
  
  Admissions
  -A to B Movers has admitted to retraining these two crew members for their treatment of us.
  -A to B Movers has admitted that their owner did not care enough to respond. (He only apparently takes the time to respond - occasionally - on Yelp.)
  -A to B Movers has admitted that the ******* staff" did not care enough to follow-up to make certain our complaint had been handled - and, further, blatantly lied that they received no further contact from us, ignoring our last email.
  -A to B Movers has admitted that their communication and follow-up with the owner regarding our complaint was nonexistent, again, showing unprofessional business practices, dismissive behavior and that we nor the 3.5 hours they overcharged us matters.
  
  Stop Service 
  -A to B Movers suggested we could have called them to stop service early on. This statement, too, is beyond belief and confirms their intentional fraudulent practices and dismissive, unprofessional attitude towards us and customers, in general. ***y already had our property on their truck - how were we exactly supposed to stop service. Further, this confirms their unprofessionalism that they would expect customers who are unhappy to stop services when they have their property already loaded - hostage - on their truck. So how does that work? *** bullying complaining crew members then stop working and refuse to unload the customers' property from their truck in a ****? *** customers, what, then have to call the police to get the crew members to put their property back in their storage? And does that mean they get their nearly $500 deposit back? This statement, in general, demonstrates the dismissive, unprofessional, bullying attitude of A to B Movers and their willingness to take advantage of customers, in effect, daring them to stop services.
  
  Quoting Terms
  -A to B Movers continue to quote their fine print terms, ignoring the core efficient, safe, professional and courteous services basis of the contract. Nowhere, even in their fine print terms, as stated by our attorney, and according to the law, is carrying one item/one box at a time, parking further away, blaming normal seasonal weather conditions, or bullying and ignoring customers defined as providing professional moving services. ***y breached the very core essence of their contract.
  
  "Misinformation"
  -A to B Movers - never addressing the core issue of their intentional fraudulent practices of carrying one item/one box at a time, parking further away, and blaming customary snow - claims "misinformation" (or that I lied) is the reason for the 3.5 hours overcharge beyond their "maximum" (again, the word they used) 4 hour quote for our move.
  -***re was zero misinformation on my part - I did not lie.
  -Storage unit size. A to B Movers claims I lied about the storage unit size, claiming it was, upon their onsite observation, 10x20 in their first complaint (again showing their intent to deceive and exaggerate in their favor or their unprofessionalism as movers not being able to determine the size of a storage unit). Further, the left half of the 10x15 unit was half empty of large pieces of furniture when they arrived (which they loaded then pushed out the truck at the dump), leaving only the right side full of mostly boxes to move. 
  -Mice. Is A to B Movers now claiming I did not inform them about mice? A to B Movers was informed that we had discovered mice a few days prior to us calling them. ***y chose to take our money anyway. Further, they claim to be "junk removers," and the crew "lead" stated all of the many storage units in that storage complex they have moved have had mice, making any claims of surprise disingenuous and outright deceitful.
  -Fragile boxes. As can be seen in the photo provided by A to B Movers, it was only a fraction of our over 20 year old research and book boxes that were "fragile" - damaged due to going through several moves. Further, any reasonable person (and especially professional movers) would know that taking fragile boxes out of their intact stacks and handling fragile boxes individually and carrying fragile boxes one at a time exposes them to additional risk of damage rather than keeping them intact in their stacks and professionally moving them with dollies. Some of our few fragile boxes incurred additional damage due to A to B Movers unnecessarily and unprofessionally handling them one at a time with the only plausible motive being to extend the move time.
  -Distance to storage stairs. A to B Movers claims I lied about the distance to the storage stairs at our apt complex. I disclosed that there were stairs and even that the first stair is a step up. ***re was no need to disclose a distance issue - because a distance issue, as the photos show, does not exist. That they parked in the middle of the asphalt area instead of backing right up to the stairs like every other moving truck does, and then taking photos shows premeditation and intent - it was their choice - and now we know why.
  -"Weather conditions." Snow was on the ground in December - a known fact to anyone who lives in this valley. ***y claim the customary December weather conditions of having snow on the ground was a surprise that they did not factor into their quote? Further, had they backed all the way up to the stairs, like every other moving truck does, they wouldn't have been walking in the snow, their ramp would be right at the stairs. That A to B Movers is attempting to include this as an excuse for overcharging only demonstrates their apparently normal practice of attempting to defraud customers they believe they can take advantage of with ridiculous excuses. It is pathetic and, quite frankly, we are embarrassed for them in how foolish this makes them appear to us - and well, to anyone! But this is no more ridiculous than carrying one item/box at a time and parking further away and expecting us to accept them as excuses for overcharging. 
  -"Scope of work." Bottomline, the "scope of work" of professional movers NEVER includes carrying one item/one box at a time with the intent to overcharge, parking further away than necessary with the intent to overcharge, complaining about known normal and customary seasonal weather conditions with the intent to overcharge, or bullying and ignoring customers when they complain about such practices.
  
  In summary, taking the time to file this complaint, an FTC complaint, and have a legal review by and a letter sent from our attorney, as well as initially attempting to directly resolve this with A to B Movers by sending several emails to no avail, is all in an effort to stop A to B Movers from taking advantage of seniors/Aspen workforce in the future AND to receive a REFUND for the extra 3.5 hours they overcharged us. Actually, their maximum (their word) 4 hour quote, which is the maximum this move should have taken by any mover when implementing professional moving practices, is listed in their own estimation as: "2 - 4 hours of labor.  In total the estimate came to a low balance of $974.75 and a high estimate of $1,424.75." If the total for 4 hours is $1424.75 and they charged us a total of $2,298.53, then, according to their numbers, they actually overcharged us $873.78! I had incorrectly estimated the amount of the refund that they overcharged us. We request that they refund us the correct amount they overcharged us and discontinue their fraudulent practices in the future.
  
  Regards,
  
  *******************************

  Customer response

  06/14/2024

  BBB,

  Thank you for your review.

  I have attached the string of emails promising the owner would contact us regarding our complaint, and the last email that was completely ignored by the "office staff," proof they lied when stating in their 2nd response to this BBB complaint they received no further communication so "assumed" the owner and had contacted us and resolved our issue and no further follow-up was required.

  Please let me know if you have any questions or any other requirements.

  Regards,

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

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