Business Profile

Moving Brokers

America First Moving Services

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Complaints

Customer Complaints Summary

144 total complaints in the last 3 years.
77 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:04/09/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called to get a quote and was quoted $2438 to move our 3 bedroom home (with average amount of furniture) to move 17 miles. We agreed and sent a deposit of $1353.99 to hold our moving date. 2 days before we received a text message asking how many boxes we had. We were confused because we were told they would pack 10 boxes for us. (We were going to take the rest, if any, in our cars.) they said no, and asked for an additional $400 to pack all of our things and we wouldnt have to lift a finger. So we agreed to pay that. The movers got to our house. Looked around, took photos and told us to wait for a call from their boss. 1 hour later we received a call saying that our current total was $3,100. I dont know how because 2438+400 isnt $3100 but maybe it was taxes and fees. They said that in order to complete the move the NEW total would be a whopping $7,800 to move 17 miles because we had more stuff than they expected. (I cannot stress enough that we dont have very much stuff) On the phone the receptionist informed me that many people pay up to $16,000 to move 17 miles and we were getting a great deal. We checked the space in the truck to see if we could possibly fit the furniture only and bring everything separately and there was absolutely no way. We had a contract with them with all furniture listed. (Keep in mind the man on the phone who did the estimate told me only to tell him about furniture and not to include small items like dishes or clothes) We could not afford to pay $7,800 to move locally. We have not gotten our deposit back and the woman on the phone said we arent entitled to it. After reading yelp reviews it looks like they do this exact same thing to everyone.
Customer Answer
Date: 04/11/2025
The business has contacted me and asked me to close out this complaint and they will issue a full refund. Please let me know once this is done and I will contact them to get my money back. Thank you.
Initial Complaint
Date:04/04/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
receive information regarding moving from ********** to ************, received Binding Moving Estimate from Customer **** ******* ********?, ************** ref. A2166579, amount 7100.65-dep. $3428.54 ck#****, remaining balance due as following ******* due date of pick up 04/5-6, and balance due date of delivery 7-21 days later @ *******. I was told by ******* that I will receive a call from ***************** (**** ******) to go over storage units and send pictures of contains. Received the call from **** ******, ************** 04/03/2025 stating I need to write a check for $2008. additional deposit and now the pick up amount is $2775.00 and delivery date the amount $2775.00 I stated I have less to be picked up and delivery. He told me the old contract has been void and I must agree to the new contract, so I said I want to cancel and **** stated that I could not cancel because, but he stated that the old contract is gone, and I stated okay I can cancel under the new contract , which stated I had 10 days from the new contract dated . **** stated what can you afford but I stated I wanted the old contract or I am cancelling. At that point he hung-up and blocked me. Now I am getting emails from customer *** with ********************** on with the move, without acknowledging the changes they made to the contract, I've been requesting written contract with the amounts I have originally agreed too. before I can continue on, but they sent email from ******* ******* America First Moving, **********************, stating set. cost of $9487.34. I cannot afford any of they're fees, and now I don't want to deal with this company, because they cannot give me amount once they have my stuff in they're possession. I want my refund and I will go away.
Business Response
Date: 04/11/2025
Greetings to our BBB Constituents,
Thank you for the opportunity to review and respond to your questions regarding this account. We thoroughly reviewed the events recorded on Cheryls account, and unfortunately, there appears to be a discrepancy in the documentation that we would like to clarify.
From the initial booking of the reservation through the ***************** (**) phone call and the customers revision to the original estimate, ****** signed and agreed to all changes prior to opting to cancel the service. Please see below for further details:
The reservation was originally completed on Saturday, January 11, 2025, in the morning. The estimate was based on a volume of 947 cubic feet (CF) at a locked-in rate of $4.00 per CF for a pickup window scheduled for Saturday, April 5, 2025 Sunday, April 6, 2025. During the booking process, the customer received an additional $400 discount on top of the tariff discount, substantially reducing the overall cost of the relocation.
~ Original Total Moving Estimate: $7,000.65
~ Customer Deposit Collected: $3,428.54
~ Original Inventory: 13 items, 84 pieces

As part of our standard procedure, a ***************** call was conducted prior to pickupon Thursday, April 3, 2025. During this call, customers are able to make final updates to their service, including inventory adjustments. ****** completed this call, revised her inventory, and signed updated documentation at 3:17 PM (ET).
Revised Estimated Volume: ***** CF (an increase of 245 CF)

~ New Estimate: $9,487.34
~ Additional Payment Collected: $1,268.80
~ Updated Customer Deposit: $4,697.34
~ Updated Inventory: 12 items, 83 pieces
* Additional Packing Supplies: Mirror cartons

We acknowledge that the revised inventory accurately reflected the customers updates. The ** Agent ensured ****** had enough reserved space for her belongings based on the revised item descriptions and sizes. Signed documents and secured payment confirmed completion of this process.
Cancellation Request and Communications Timeline:
Later that same afternoon, around 4:00 PM, ****** informed us of her intent to cancel. The ** Agent began assisting her and was advised that she could not proceed with the updated estimate of approximately $10,900. We extended a $1,500 discount and offered to apply $800 from her deposit toward the driver's payment for the weekend pickup, allowing her to pay the remaining $1,600 on Friday, April 11. Management was notified and this was documented in carrier notes.
By 6:00 PM, ****** emailed to request a full refund, despite the clearly stated cancellation policy in her signed Agreement. On April 4, our ** Department attempted to follow up at 10:00 AM, but calls were not answered. The agents notes confirm that he had already explained the non-refundable nature of the deposit in detail the previous day and that the discount was provided in good faith to accommodate her concerns.
Despite multiple calls and a follow-up email, we did not receive a response. As ****** remained scheduled for pickup, the job was still considered active. Per policy, cancellations must be finalized through direct communication with a Cancellation Supervisor. An email alone does not suffice.
On April 8, 2025, our *********************** Manager called ****** several times and sent an additional email. Later that day, a manager was finally able to speak with her. ****** reiterated that she canceled the services due to concerns during the ** call and was dissatisfied with the cost increase, claiming items had been removed. We reviewed both the original and ** estimates and clarified that an additional unit was in fact addedthough both units were listed in the Agreement, only one had been included in the original estimate.
****** then stated she had stopped payment on both checks and would let her bank handle the matter before ending the call. Our ********************* processed a refund of the **-related payment from April 3, categorizing it as a cancellation reimbursement. That amount was returned to her as of the date of this letter.
However, under the terms outlined in the Binding Moving Agreement, ****** is not eligible for a refund of the initial deposit made on January 11, 2025. Our policy, signed and agreed to by the customer, clearly ************************* eligibility and conditions related to cancellations and deposit refunds.
We have thoroughly reviewed our policies and the documented agreements in this case. The customer was fully informed and agreed to the terms of her move, including the cancellation policy. While we regret any misunderstanding, our company has acted in accordance with our established policies, which are clearly outlined in the signed agreements. Additionally, a Cancellation Supervisor made multiple attempts to contact ****** to discuss her concerns and explore a suitable resolution. Unfortunately, we were not given the opportunity to do so.
We hope this helps clarify the situation and affirms our adherence to company policies and ethical business practices. Please see our attachments with highlighted areas pertaining to the Cancellation Policy. ****** has signed off on this policy 2 separate times. Please let us know if there is anything we can do to further assist in this matter.
Sincerely,
America First Moving Customer Support Team

Customer Answer
Date: 04/11/2025

Complaint: 23162103

I am rejecting this response because:
from the beginning they knew I had 2 storage units and I never had a problem with the original contract plus the many different changes and charges. I know I cannot get a refund but I do want to write a bad review of this company and I know I was scammed out of my money and time.

Sincerely,

****** ********
Business Response
Date: 04/16/2025
To our BBB Representatives;
We sincerely apologize for any misunderstanding or misinterpretation in our previous submission. After carefully reviewing the file again, we want to ensure that the reasoning behind the revision is accurately and thoroughly conveyed.
The original space projection was based on the details provided during the customers initial consultation with their representative. As part of our standard procedure, we conduct a ***************** (**) calla dedicated step that allows customers to review and confirm their entire work order. This includes verifying requested services, packing needs (if applicable), and a detailed inventory list. It also offers the opportunity to revise any aspect of the reservation to ensure the space allocated is sufficient for transport.
During Ms. ******** ** call, although one item was removed from her list, the overall measurements and inventory were reviewed in much greater detail. This resulted in an increase of approximately 245 cubic feet to the shipments space requirement. While the number of items may have decreased, the physical size and volume of the items required more space than originally anticipated.
We believe the focus on item count may have overshadowed the more critical factorvolume and spatial needs. Its important to note that the measurements recorded in the original estimate aligned with the ** call, but upon analysis, we saw that the original allotment was approximately ******* cubic feet short of what the measurements supported.
To provide perspective:
* Standard storage units typically range between 8 to 10 feet in height, with some variance depending on facility construction.
* A unit measuring 6x10x8 feet, filled to 80% capacity, offers ****** cubic feet.
* A 10x10x10 or 10x10x8 unit filled to 70% capacity can hold between ****** cubic feet.

Given these variables, the customer's total shipment volume could reasonably fall between 947 and ***** cubic feet, depending on specific dimensions and packing density. These calculations can be seen in the customers Original BME and the Revision. It was recorded accurately. Our ** agent's intention was to ensure this was accounted forso that when the truck arrived, there would be adequate space to accommodate all of Ms. ******** belongings without issue.
This adjustment was not made in error, nor was it unnecessary. It was a proactive steppart of a process we regularly followto ensure our customers are fully prepared on the day of their move and are charged accurately for the space their shipment requires.
Once again, we apologize for any confusion in our earlier explanation. There was absolutely no intent of ill will or misrepresentation. Our goal has always been to provide clear communication and above-and-beyond service, ensuring that each customers shipment is properly accounted for, transported safely, and billed fairly. Our Mgmt. Team is reviewing the file further to see what else can be done to accommodate or resolve this matter. More information will be provided once the file review is completed.
Thank you for allowing us to answer with more details and assist amicably.
America First Moving Customer Support Team

Customer Answer
Date: 04/17/2025
I am not happy or satisfied with there response because this was never explained or mentioned to me until 2 days from picking up my items which is a very misleading practice especially they had my original deposit over 3 months. Time enough to get this together. They take advantage of senior citizens. Especially with their aggressive attitude. They should return at least half ******* since I never used their services and will never.
Customer Answer
Date: 04/17/2025

Complaint: 23162103

I am rejecting this response because:
I am not happy or satisfied with there response because this was never explained or mentioned to me until 2 days from picking up my items which is a very misleading practice especially they had my original deposit over 3 months. Time enough to get this together. They take advantage of senior citizens. Especially with their aggressive attitude. They should return at least half ******* since I never used their services and will never.

Sincerely,

****** ********
Initial Complaint
Date:03/13/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March 4, 2025, America First Movers sent a subcontractor (Keystone Movers) to pick up my belongings, despite their sales representative, ****, previously assuring me on a recorded line that they did not use subcontractors. After loading my items, the subcontractor demanded an additional $1,000, holding my belongings hostage until I paid.**** also falsely stated that I could use any size box without extra charges, which was later proven untrue. The subcontractors themselves admitted that America First Movers misquotes item sizes, including dining tables and furniture, leading to unexpected price increases once they ********* belongings arrived two days late, with severe damage: a broken TV stand, a destroyed flatscreen TV, a missing couch cushion, a ruined bed headboard, and a damaged coffee table.The original total for the move was $2,100, but after these additional charges, I will have paid $3,200 for a move that resulted in delays, deception, and significant damages.
Business Response
Date: 03/13/2025
Dear BBB Consultant,
Thank you for allowing us the opportunity to review the specifics of ******* ******** relocation and the concerns raised. We appreciate your time and attention in this matter. We would like to provide a detailed account of the circumstances surrounding the relocation, as well as the efforts made by our team to address the customers concerns, which have unfortunately been overlooked or misinterpreted.
1. Terms & Conditions of the Agreement:
The clients relocation estimate was created on 02/15/2025, under the name ******* ******, with the reservation completed on 02/19/2025 at 11:20:03 AM (ET). The estimated volume was 336 cubic feet at a rate of $3.50 per cubic foot, with a move scheduled for 03/04/2025. Additionally, the customer was offered a $200.00 discount during the booking process, which, when combined with other applicable discounts, substantially reduced the cost of the relocation.
The Total Moving Estimate was $2,048.38, and the Customer Deposit was $942.64. The inventory list consisted of 11 items and 32 pieces.
2. ***************** (**) Call Process:
As part of our standard process, we schedule a ***************** (**) call 1-3 days prior to the move date. This call ensures that any last-minute changes or adjustments to the inventory are addressed, and that the proper amount of space is allotted for the customers belongings.
We attempted to contact the customer for the ** call on 03/03/2025 at 12:40 PM EST. At 4:14 PM, the customer responded, indicating they were at the *** (Department of Motor Vehicles) and could not speak at the time. We received an inquiry about the agent's working hours, and our ** Agent noted that we were unable to reach the customer. We confirmed the Pick-Up *** for the next day and followed up with a confirming email.
3. Pick-Up Payment Issue:
On 03/04/2025, we were informed that the customer, Dakotah, was not present at the location, but her boyfriend, ******, was there. The issue that arose was regarding an acceptable payment method. Our terms, as communicated in previous emails, clearly state that we accept Cash, U.S. Postal Money Order, or Zelle. However, the customer was under the impression that credit cards would be accepted for both pick-up and delivery. There are no notes on file confirming this information.
We contacted the agent who clarified that credit cards could be accepted for pick-up payment, but certified funds would be required for the balance due at delivery. We made several attempts to reach the customer by phone, but received no response, and the voicemail was full. As a secondary communication method, we sent a text message outlining payment options. After two hours, we received a call from ******, who was adamant about paying with a credit card at delivery.
Despite our efforts to explain the payment process, ****** chose to sign the Bill of Lading, agreeing to the charges and the revision. The ** call, which would have clarified these issues in advance, could not be completed due to a lack of availability from both parties. As a result, this led to the increase in costs, which was agreed upon at pick-up.
4. Delivery and Damage Claims:
The moving company successfully delivered the items to the customer's NC address on 03/09/2025, after a 653-mile journey. No issues were reported at the time of delivery. However, on 03/13/2025, we received a text message from the customer indicating that some goods were damaged. We immediately sent the claims instructions to the customer via email and are awaiting the necessary documentation (including photos of the damaged items) to process the claim.
While the customer expressed dissatisfaction and mentioned posting negative reviews, including the possibility of legal action due to the cost increase at pick-up, we would like to emphasize that the charges were valid based on the revised volume and payment agreements. ****** agreed to the charges and signed the contract accordingly.
5. Communication Efforts:
Our team has made multiple attempts to contact the customer through phone calls and text messages, but all efforts have been unsuccessful. As a final attempt, we sent an email on 03/13/2025 that detailed the charges, reasons for the increase, and a breakdown of the costs, following a discussion with the General Manager and the carrier.
Conclusion:
We have acted in accordance with the terms set forth in the Binding Moving Estimate Agreement and have made every effort to ensure the customers needs were met throughout the process. We understand that the situation has caused frustration, particularly with the damaged goods, and we are committed to assisting with the claims process. However, it is important to note that the customers failure to engage in the ** call and clarify details about the move led to several of the issues they are now raising.
We are committed to providing high-quality service and assisting our clients, and we sincerely hope to resolve these matters in an amicable manner.
Please do not hesitate to contact us if further clarification or documentation is required. We have attached 3 documents for review. 1) The Original Binding Moving Estimate Agreement signed by the customer, 2) the Bill of Lading signed at the time of pick up agreeing to the charges, and 3) the email communication our Customer Support Staff sent to make contact with the customer after receiving their grievance to our office this morning.
Thank you for your time and consideration in this matter.
America First Moving Customer Support Team

Customer Answer
Date: 03/20/2025

Complaint: 23060322

I am rejecting this response because:
Thank you for allowing me the opportunity to respond to America First Movings statement. While they attempt to frame the issues as misunderstandings on my part, their response contains multiple inaccuracies and misrepresentations that must be addressed.
1. Incorrect Estimate & Salesmans Failure to Ask Questions
The company claims the estimate of 336 cubic feet was accurate, but the subcontracted movers themselves admitted that the salesman did not ask enough questions regarding the specific size of my items. This failure in the initial estimate is not my responsibility, yet I was unfairly charged for the increase. Also, on a recorded line, I explicitly asked the salesman what size boxes I needed to use. He I said I can use any size I would like with no up-charge. Please listen to the recorded call.
2. Quality Assurance (**) Call Misrepresentation
While the business states they attempted to reach me for the ** call, I also attempted to call them back and received no response. Their claim that I was unavailable without mentioning their own lack of response is misleading.
3. Misrepresentation of My Wifes Presence
America First Moving incorrectly states that my wife was not present for the pick-up. She absolutely was there the entire time. Their claim to the contrary is false, and I would like them to elaborate on how they obtained this incorrect information.
4. Payment Terms Were Clearly Miscommunicated
On a recorded call, the salesman explicitly stated that I could make two paymentsone deposit and one at drop-offboth with a credit card. If this was incorrect, that is an internal failure on their end. I request that they review the recorded call as proof.
5. Issues at Delivery Were Documented & Reported Immediately
Contrary to their claim, I did report damages at the time of delivery, and a call was made to the subcontractor within hours of the drop-off. This was documented on the subcontractors paperwork, which further proves their lack of communication.
6. The Volume Increase Was Based on the Expert Movers Judgment
I relied on their expert to determine the necessary space. I was unaware that the estimator was incompetent or that their assessment would later be used to justify an unfair price increase.
7. Lack of Communication from Management
I have attempted to contact the General Manager multiple times, and no one has responded. Their claim of ongoing communication attempts is false.

Based on these points, America First Moving has demonstrated a pattern of miscommunication, misleading information, and failure to take responsibility for their mistakes. I request that they provide clear answers regarding these inconsistencies and take accountability for their errors.

Sincerely,
******* ******
Business Response
Date: 03/21/2025
Greetings to our BBB Constituents;
While we respect Dakotah & Austins decision to bring these matters to the BBB platform, we want to acknowledge that we have made multiple attempts to contact them directly to resolve the situation prior to their submission. Our responses to each concern are based on the terms outlined in the agreement, our company policies, and industry standards.
1) Estimate Accuracy & Sales Process:
During the booking process, the estimate is created based on the inventory provided by the customer. Our system calculates estimated volume using standard dimensions, though variations in furniture styles can impact space requirements. The agreement clearly states:
"For your convenience, there are no hidden fees or fine print. This estimates price is guaranteed unless at any point you require additional services, items, volume, and/or weight to be moved for any reason."
Additionally, under Customer Responsibilities, it is stated:
"Additional volume due to extra pieces, larger-than-expected items, or any other reason, along with any additional services required to execute the move within industry standards, must and will be charged accordingly."
If additional space is required, the locked-in rate stated in the agreement is applied, and the carrier can only charge according to these terms.

2) ****************************************** policy, a ** call is conducted 1-3 days before the move to review details, inventory, and services. Customers receive reminders via text/email. This is an opportunity to adjust inventory if necessary, ensuring accuracy for the moving team. Our records show that we attempted the ** call, but it was not completed due to customer availability. Any changes to the original inventory were therefore addressed onsite on the day of pickup.
3) Misrepresentation of Customers Presence
We sincerely apologize for any errors regarding the presence of the customers spouse during pickup. While human errors can occur, we acknowledge and regret this mistake.
4) Payment Terms
Payment policies are clearly outlined in multiple locations, including the agreement and customer emails:
The methods of payment listed above are standard industry-wide. Any alternative methods must be requested before pickup, no later than the ** call, and if approved, must be reflected in this document. No exceptions.
Pickup payments: Cash, Cashiers Check, or Postal Money Order, payable to the carrier onsite.
Delivery payments: Cash or Postal Money Order only.
These details are reiterated in follow-up emails to ensure clarity.
5) Issues at Delivery
As stated in the agreement, America First Moving Services does not handle claims for lost or damaged items. Customers are advised on the proper claims process, which must be filed directly with the assigned carrier within 9 months of delivery. We provide guidance on filing claims, but all settlements and resolutions are handled by the carriers claims department, typically within 30 days.
6) Volume Increase
As previously explained, estimates are based on industry-standard dimensions. Space reservation depends on the crews ability to safely pack and stack items while adhering to industry safety standards. Non-stackable items must be placed side by side to prevent damage, which can affect the total volume used.
7) Communication Attempts
Claims of miscommunication or lack of response from management are inaccurate. Our records show multiple attempts to reach the customer via phone calls, voicemails, texts, and emails, all of which went unanswered. A dedicated Customer Support Agent was assigned to assist with their concerns, but contact attempts were unsuccessful. Instead of engaging directly with our team for resolution, the customers opted to file a ******************** complaint.
In Conclusion: Despite our repeated efforts to resolve these matters with Dakotah & ******, they have been largely unavailable for direct discussions. Our responses here are aligned with the terms of the agreement and company policies. Unfortunately, progress has been hindered by the lack of direct communication outside of the BBB platform. We remain open to assisting should they choose to engage with our team.

Thank you for your time and consideration in this matter.
America First Moving Customer Support Team

Business Response
Date: 03/21/2025
UPDATE ~

In response to the customer's claims of no communication, we have thoroughly reviewed our records and can confirm that multiple attempts were made to contact and assist them.

Both our Customer Support and ***************************** reached out via calls and text messages, all of which went unanswered. To demonstrate our efforts, we have attached a detailed phone log showing our outreach, as well as a transcript of the last voicemail left for the customer, which included an apology and an offer of assistance. For privacy reasons, the customers personal number has been redacted.

Please review our submission.
Thank you.
Initial Complaint
Date:03/08/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We scheduled a cross-country move from ******* to ******** with America First Moving. The initial estimate for the move was ******* given the amount of furniture and boxes we had. They mentioned the estimate would change if we changed inventory, which was reasonable. The salesperson (***** Clemson) also promised to get our stuff to ******** in a week, this was part of the promise when we signed the contract. While we understand delays, you shouldn't be making these promises and asking us to plan our travel around a week's delivery time. They were constantly disrespectful of any timeline we provided - they arrived earlier than said, ******* our move and it took them 2 and a half weeks to complete our move. The communication was horrible the entire time, with no timelines provided and constant 'we don't know's. We shouldn't have to hound you for weeks to know when our furniture is arriving... The only silver lining was that the movers were efficient and methodical. They arrived late on the day of, with very minimal communication as well. The estimate they provided (*******) on the contract was also off by 2000 *********** of the movers that delivered our stuff ******** was also disrespectful and made us uncomfortable. He asked a lot of personal questions to me and my friend, which made us deeply uncomfortable. Additionally, he offered to buy my friend a purse for her birthday. That is exceptionally creepy, given that he has our *************** numbers. This is not something we expect out of a moving service that we pay money for.Between the timelines, the overcharging and especially the inappropriate behavior from people you send to complete the contract, we demand a refund and a resolution to this or we will pursue this legally. There is no reason for my friend to go through that when we PAID for a service, not to be harassed in our own home. This is highly inappropriate and we will absolutely report this.
Business Response
Date: 03/10/2025
Greetings to our BBB Consultant;
Thank you for allowing us the opportunity to review in great detail the specifics and what offers/discounts/compensation were arranged for this particular customers pick up. ******************** and foremost, we must acknowledge that ****** Pm is requesting to dispute $6293.73, which will be the cost for this move. And the customer was still being serviced. Unfortunately, we are not able to accommodate that type of request. You see, moving costs are split into 3 portions so the customer does not have to pay the full amount of the move at one time. There is a Deposit, then the balance of the work order is split into 2 payments, 50% at the pick up and 50% of the balance at the time of delivery. The Deposit was secured to us at the time of the initial booking for this reservation. The remaining funds go straight to the carrier, which we do not collect any of those funds. We are not able to refund or offer compensation or reimbursements on monies paid to another company, the moving company.
The clients estimate was created on 1/29/2025 in the name: ****** *******. The reservation was completed on the same day Wednesday, 01/29/2025 for Estimated Volume: 719 CF @ a Rate: $3.75 per CF Move Day: Wednesday 02/12/2025 - Thursday 02/13/2025. The Customer was offered an additional $223.21 discount during the booking process on top of the tariff discount, which overall has substantially lowered the cost of the relocation services. The Total Moving Estimate $4286.52 & Customer Deposit is: $1967.16. The Inventory List Articles List 35 Items, 98 Pieces. *********** along with many other moving companies offer a ***************** phone call 1-3 days before the pick up date. This call allows the customer to make changes to ********************, change the inventory items listed, any significant change prior to the truck arriving on site to perform services. This ensures that the movers have the appropriate allotted space for the customers belongings and to avoid any unforeseen issues. This QA Call reflected on 2/10/2025; the customer did go through with the paperwork with the Agent and determined that they were not willing to make changes that they were describing due to an increase of cost. ****** made the statement that they would leave items behind, even telling the ** Agent they had less boxes than originally estimated. Anjana will NOT PAY ANYMORE than what is listed.
On the day of pick up, Wednesday 2/12/2025 ~ we received no communications that issues were taking place. There was no email communication, no phone calls to our Customer ************* seeking assistance, and no text messages. The next contact took place on 2/25 when the customer messaged the Booking Agent directly asking for the *** Delivery timeline. To address this information, Customers shipment is traveling ***** miles from ***** to ******* The estimated timeline is provided in the moving policy the customer signs at the time of booking. In this instance, the customer was picked up on 2/12/2025, and reports that their **** (First Available Delivery Date) was 2/17. This date indicates that the customers 1st date they are able to accept the shipment from the carrier, it is not a guaranteed delivery date, as printed in the paperwork. (See attachment). The governing agency allots the carrier a timeline that they are not to exceed. If not delivered within 30 business days of the ***** the customer is then provided a discount and the carrier is fined. Right now we are on the 16th business day from the **** Date. If the customer has been delivered already, the shipment was delivered under half of the time allotted to travel across the country. The customer did not opt for Express or Expedited Delivery Services, which is an additional charge for express services.
To address the overages, we received the customer paperwork from the pick up and we see that they were charged an additional $127.50 for 34 CF additional space. Their belongings exceeded the space reservation 719 CF by 34 CF making the total 753 CF total space on the truck. The customer needed packing supplies, which is also recorded in the paperwork, $461.50. The customer agreed to have these materials provided to them by the carrier company and is chargeable. Packing supplies are not free. We completed the comparison of the *** and the onsite BOL. There is not a $2000 difference as the customer is attempting to promote.
Original Total Cost: $ ******** minus discount and the deposit the owed Balance: $2,319.36. (p/u payment $1,159.68 & Delv. Payment $1,159.68).
Onsite increase were: 34 CF ($127.50) packing materials ($461.50) increased fuel charge ($19.12)
The customers increased cost per the Bill of Lading was $608.11.
New Total: $4,894.63 minus discount and the deposit the owed Balance $2,927.46. (p/u payment $1,463.73 & Delv. Payment $1,463.73).
Not $2000 as stated in the complaint. The 2 attachments are the original estimate prepared by **** and the Bill of Lading onsite at the pick up. You can review the difference and see the breakdown for oneself.
As far as the Crew behavior onsite, it has been reported to the proper supervisors so they can handle and address the crew members. We apologize if they feel that they had such a poor experience but we were not notified of any of these issues to be able to step in and advocate on behalf of the customer. It states in our paperwork to please inform us immediately if there are any issues and unfortunately we did not have that opportunity. We will attempt to resolve any outstanding issues with ****** ******* & ****** Pm directly in hopes that there can be a positive solution at the end of this venture together.
Thank you for your time and consideration in this matter.
America First Moving Customer *************
Customer Answer
Date: 03/11/2025

Complaint: 23038669

I am rejecting this response because:
I understand the freedom around the timelines and that delays happen, or that the timelines are longer for cross country moves. However, in that case, your salesperson shouldn't promise us delivery by **** and then try to upsell 'expedited delivery', while holding our belongings hostage. These are predatory & unfair sales practises and your salesperson shouldn't be promising things that are NOT on the contract.
While I understand the extra charges and everything listed in the contract, the final amount indicated by the mover on dropoff was 2663 and the total we've paid for this move was 6093, tips not included. The mover did the calculations and told us we needed to pay before he could start unloading our belongings. Please explain that cost to me.
More seriously, I also don't understand the sentiment of 'you should have told us' - it was 1 AM PST when they finished unloading. I don't see how inappropriate behavior reported at midnight could have stopped him from behaving the way he did. I think it's highly disrespectful and dismissive to hide behind that as a reason, given that he had access to our apartment when this happened too. If we were to report you, would you have stopped this from happening at 1 AM? I highly doubt it.
As far as the resolution goes, you haven't engaged with either of us about this yet and I'm rejecting this response. You are dismissive of your responsibility of the mover's behavior & harassment here and it's disappointing that you refuse to acknowledge any wrongdoing here.
Sincerely,

****** Pm
Business Response
Date: 03/12/2025
Greeting to the BBB Representatives;
Thank you for your patience while we review the concerns regarding your recent relocation. Wed like to address the key points raised in the complaint and customer rejection and clarify the details of the situation.
1). Complaint Origin and Customer Responsibility
The complaint was filed by ****** Pm, a friend of Ms. ****** *******, who is the actual account holder. During the booking process, Ms. ******* focused primarily on the call with the agent, but did not acknowledge the detailed documentation we provide that outlines the cost breakdown and services. As per our standard procedure, customers sign a Binding ********************** Estimate (***) Agreement before the move, which includes the following statement: I agree and understand that by signing the Electronic Signature Acknowledgement and Consent Form This document serves as a confirmation of the costs and services provided.

2). Pick-up and Initial Communication
The pick-up was successfully completed on 2/12 with several crew members on-site, and the job was completed within a few hours. The Bill of Lading reflects the additional costs of 34 CF and packing supplies, totaling $608. Please note that this is not due in full at once; 50% is due at pick-up, and the remaining 50% is due upon delivery.

Our first communication with Ms. ******* was on 2/25, and again on 2/26. During these communications, we followed our standard procedures by requesting Delivery ETA Updates from the **************** The carrier, PVL, chose to communicate directly with Ms. ******* after this, and we were not involved in those communications.

3). Delivery and Timeline ************************ expressed dissatisfaction with the delivery timeline, particularly regarding the distance of ***** miles. As stated in our estimate, the First Available Delivery Date (FADD) was 2/17, and the delivery window was 7-21 business days. This is a standard procedure for long-distance moves, especially given the use of semitrailers for long-haul transport. Delivery occurred on 3/01, which was 10 business days laterwithin the specified delivery window.

4). Additional Services at Delivery
Upon delivery to her downtown condo location, a shuttle service was required, as outlined in the *** Agreement under Additional Services and Charges. Additionally, a long carry fee was applied because the distance from the truck to the building entrance exceeded the 75 feet threshold. The first 75 feet are free, but the charge is $75 for every additional 75 feet. Our research indicates that the location required the shuttle service and involved additional long-carry footage, which justified the extra charges.

5) Crew and Employee Behavior
We acknowledge Ms. ******** feedback regarding the delivery crew. She mentioned that the crew was insufficient in number and that the delivery took longer than expected. We have reported this concern to *** so they can handle any necessary internal action. We also sincerely apologize if any of the employees actions made her uncomfortable. Its important to note that these crew members travel long distances across the country for their assignments, and they are not here to cause any distress. The issue was reported to PVL, but no issues were raised by Ms. ******* during the delivery itself or the immediate days after.

6). Communication and Resolution
We made an effort to contact ****** Pm by phone as a courtesy but were unable to make contact and left a voicemail. We then spoke directly with Ms. ******* to better understand her desired resolution. Unfortunately, she expressed intentions to continue posting negative reviews and requested to speak with ******. However, as the account holder, Ms. ******* is the person we need to communicate with to find a resolution. We were unable to obtain a clear response from her regarding how she would like the situation to be resolved.

7). Cost Breakdown and Responsibility
As stated in the Bill of Lading (see attachment #2), the customer agreed to the 34 CF and packing materials. The additional services at delivery were applicable due to the shuttle service and the long carry requirement (see attachment #1 labeled Additional Services). These accessorial services are the customers responsibility to pay if performed, and the fees went directly to ***, the carrier responsible for the delivery.

Despite our attempts to resolve the matter, the issue remains unresolved due to a lack of clear communication from Ms. ******** We are committed to working with her directly to find a satisfactory outcome. However, we need her cooperation to reach a resolution. If you have any further questions or need clarification on any of the above points, please do not hesitate to reach out to us. We are here to help.
Thank you for your time and consideration in this matter.
America First Moving Customer Support Team

Customer Answer
Date: 03/17/2025

Complaint: 23038669
I am rejecting this response because:
> Despite our attempts to resolve the matter, the issue remains unresolved due to a lack of clear communication from Ms. ******** We are committed to working with her directly to find a satisfactory outcome. However, we need her cooperation to reach a resolution. If you have any further questions or need clarification on any of the above points, please do not hesitate to reach out to us. We are here to help.
I'm addressing only this because the rest will need to be discussed with Ms. ******** as you indicated since that's your preference and she is the person that signed.
You're shifting blame again here because the communication given to us was that you would reach out to understand what the resolution is and what we would like to do - you haven't reached out since the initial call and it's been ~4 days since the response. I don't think you understand that people YOU employed put her safety at risk. It is not our responsibility to hound you for a resolution to this and we will leave the complaint open until you take the initiative to correct this and to fix the situation she was put in + the additional cost we ended up paying.
Sincerely,
****** Pm
Initial Complaint
Date:03/01/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Booked a move under false pretense and duress, pressured to sign and make a deposit without clear cancellation policy. The *** misled me, saying I could cancel for a refund. Paid a $1200 deposit with total being *******. When I called to cancel, was told no deposit refund. Filed a dispute with my credit card company.Rebooked original service in attempt at resolve. Pickup was scheduled for 3/2/25, (with my first cancellation request on 2/20/25.) During a confirmation call on 3/1/25, faced an additional $1200 charge for bulk items not itemized initially, making the total $3684.81. *** ignored concerns about the inventory list during rebooking. Today 3/1 added the charge without evaluation.Requested cancellation again, offered a partial refund of $300, which I refused. Asked for full cancellation, refund, and documentation. Frustrated, resumed the original transaction dispute. America First ***eatedly contacted me, but I didn't engage.Frustrated and distressed, as I don't have $1200 to lose. Accurate info and full transparent disclosure during booking could have avoided this. Misinformation in the initial call alone substantiates my refund request. Asked multiple times to pull original booking call, showing how misleading the *** was. Dismissed my request, reiterating no deposit refund. A disgraceful disservice to customers. Filing this complaint to prevent others from experiencing the same issue.
Business Response
Date: 03/03/2025
Greetings BBB Representatives;
Thank you for allowing us the opportunity to review in great detail the specifics and what offers/discounts/compensation were arranged for this particular customers pick up. ******************** and foremost, we must acknowledge that ******* is not pleased with the companys policy and procedures that are listed in the Binding Moving Estimate Agreement. Unfortunately, all items she is contesting are in writing, each customer must complete an Electronic Signature to this document and has the option to save or print on their own device. As the customers ********************** coordinator, we inform each customer that the ********************** costs are split into 3 portions so the customer does not have to pay the full amount of the move at one time. There is a Deposit, then the balance of the work order is split into 2 payments, 50% at the pick up and 50% of the balance at the time of delivery. The Deposit was secured to us at the time of the initial booking for this reservation.
The reservation was completed on Thursday, 02/13/2025 in the afternoon. The reservation was for the estimated space of 370 CF at the locked-in rate of $3.60 per CF for the requested pick up window of Sunday 03/02/2025 - Monday 03/03/2025. The Customer was offered an additional $1,000.00 discount during the booking process on top of the tariff discount, which overall has substantially lowered the cost of the relocation services. The Total Moving Estimate $2,484.80 & Customer Deposit is $1,228.58. The Inventory List Articles List 14 Items, 39 Pieces ~ to be transported. *********** along with many other moving companies offer a ***************** phone call 1-3 days before the pick up date. This call allows the customer to make changes to ********************, change the inventory items listed, any significant change prior to the truck arriving onsite to perform services. This ensures that the movers have the appropriate allotted space for the customers belongings and to avoid any unforeseen issues. However, a week after the original reservation call, on 2/20/2025 ******* received an email from our office reviewing standard protocols outlining multiple subjects. This email is labeled "What to Expect helping customers get prepared for their pick up service. Ms. ***** was requesting to change the card to pay the remaining balance on. Our Customer Support Staff replied to her request, advising the appropriately listed methods of payment from her documentation. It is also printed in email communications we send as well as her Bill of Lading and Binding Moving Estimate Agreement. After receiving our reply with the answer, she responded that she was not pleased why she could not pay now for services so she didnt want to worry about it on the day of pick-up. Again, we communicated the parameters of the Agreement and companys Terms & Conditions, why she could not pre-pay using a card to our company and we did have her request for credit or debit card approved for the full remaining balance, with a small merchant processing fee applied at the time of payment. If a customer does not wish to pay that fee, then we encourage them to utilize an alternative method of payment like Zelle or Cashier's Check or US Postal Money Order. Ms. ***** was not open to our company policy and then demanded to be refunded. (*See BME Agreement, highlighted area of Methods of Payment to see the standard protocol the customer was disputing).
On 2/25; a Department ********** attempted to contact ******* for her cancellation request. He was unsuccessful due to that number being disconnected, and an email message was sent instead. Several hours later, Weather received our messages and phoned into the Customer ************* for assistance. She spoke with 1 manager who reviewed her file in its entirety, who attempted to resolve it with the customer. Ms. ******* responded to our Manager that she has found alternate options and wants a full refund of the deposit. Manager reviewed the cancellation policy thoroughly with ******* who then responded quietly hastily and began speaking to our Manager with loud and abusive language, the Manager attempted several times to ask Ms. ***** to please deescalate so they are able to find a solution, Unfortunately, Ms. ******* was not able to speak in a professional manner to get something positive accomplished. She continued to yell at the ********** who was only trying to help find a reasonable outcome. The Manager advised the customer again she is not within the window to receive full refund however will speak to Upper Mgmt. to get her approved for a courtesy return. ******* disconnected the call. The customer then contacted her original Representative, the Booking Agent, to advise that she does not wish to speak to that Manager again and wants to be settled. A 2nd Department ********** contacted ******* in an attempt to cancel her reservation as she requested and find a positive outcome. The 2nd ******** was met with the same level of hostility and anger from Ms. ***** had to immediately ask her to please refrain from yelling and cussing so they could have a conversation. She would not stop, she disconnected the line again. No Progress. Approx. 20 minutes later, the 2nd ********** was able to speak with Ms. ******* to review why she was not eligible for the full refund as she had requested. Per our Agreement, within the Cancellation Policy it states the parameters of time when booking, 72 hours is the window for eligibility. Outside of that particular timeframe, the customer is no longer entitled to compensation however our Management Team usually reviews files and will approve a courtesy refund, also alleviating any legal responsibility to this contract that stands. We attempt to make sure that all avenues are addressed and concluded prior to the settlement offer being completed. Ms. ***** was sent her paperwork and an email with the details outlined and highlighted for her to see why she did not qualify for a full refund. We attempted to cordially and amiable resolve this matter in a positive way. Ms. ***** responded to our email communication that she was disputing. We opted to not push the customer anymore since she was very upset and escalated. The following day, Ms. ***** emailed in requesting to reinstate her move since she felt that she couldn't get a full refund, she wanted to move forward. Management was apprehensive due to her multiple claims of disputing her card charges and having services performed, well then she would get services for free. The Management Team really wanted to turn this situation around into something constructive and positive so they gave the approval to proceed forward to get the customer reinstated for ********************. We were able to reschedule the customer for 3/2-3/3 and approved her request to pay for services in full utilizing her credit card at the time of pick up. This was something Ms. ***** specifically wanted and we were able to make those arrangements with our counterparts to accommodate.
The ***************** phone appointment was conducted before the pick up allowing the customer to make revisions to the original estimate and inventory list. This QA Call reflected on Saturday, 3/01/2025 in the afternoon; the Agent who handled the appointment noted that Ms. ***** added approx. 500 CF of additional items and furnishings that would have greatly changed the financial breakdown of the estimate. The QA ********** discounted the file to again accommodate her needs for this move. He could tell that she was working with a strict budget and did what he could to allot her the space needed and implement discounts to keep the cost unchanged. Then 30 minutes later, Ms. ***** called into Customer Support wanting to cancel and demanded a full refund. Our ********** again went over the details of why she was ineligible for the refund and attempted to settle with a partial courtesy refund. This is due to the fact that the customer is outside of the Cancellation Policy. But even if the time has lapsed, we still want to assist our customers with a partial refund.
However, after careful consideration, **************** reviewed and approved the reversal of the customers payment. The customer was notified this afternoon of the reversal and was sent a receipt. Her merchant will handle the remaining steps by releasing the funds back to the customer within their protocol. This was not our intended outcome. We wanted to assist *******, going above and beyond discounting services and extending the space allotment. It just didn't work out this time. We can part as friends with no hard feelings and we wish Ms. ***** and her family the very best as they venture to their new home.
Thank you for your time and consideration in this matter.
America First Moving Customer *************
Business Response
Date: 03/13/2025
UPDATE:
We want to keep all parties updated with the events that have been conducted and completed for this customer thus far. If you have any questions for any of our Team Members, we will be happy to assist you in any way possible. Please see the attachment that reflects the finalize action by America First Moving and this file is now considered closed.
Thank you for your time and consideration in this matter.
America First Moving Customer Support Team
Customer Answer
Date: 03/27/2025
HELLO:
I APOLOGIZE FOR THE DELAY IN RESPONSE, THINGS HAVE BEEN VERY BUSY SINCE MY MOVE. ALTHOUGH, AMERICA FIRSTS ACCOUNT OF THINGS IS NOT EXACTLY AS REPORTED. I AM VERY SATUSFIED WITH THE OUTCOME AND AM APPRECIATIVE OF THE REFUND. I FEEL IF THINGS HAD BEEN BETTER COMMUNICAYED IN THE BEGINNING THIS SITUATION WOULD NOT HAVE REQUIRED ESCALATION. PERHAPS FOR FUTURE CUSTOMERS THEY COULD ENSURE THE INFORMATIIN IS CONVEYED ACCURATELY INITIALLY. AT ANY RATE THEY HAVE MY THANKS FOR THE REFUND AND I APPRECIATE YOUR THOROUGHNESS IN THE HANDLING OF MY COMPLAINT AND TAKING IT SERIOUSLY. IF THERE IS ANY OTHER INFORMATION I CAN PROVIDE PLEASE DONT HESITATE TO REACH OUT.
THANK YOU,
*******
Customer Answer
Date: 03/28/2025

Better Business Bureau:

HELLO:
I APOLOGIZE FOR THE DELAY IN RESPONSE, THINGS HAVE BEEN VERY BUSY SINCE MY MOVE. ALTHOUGH, AMERICA FIRSTS ACCOUNT OF THINGS IS NOT EXACTLY AS REPORTED. I AM VERY SATUSFIED WITH THE OUTCOME AND AM APPRECIATIVE OF THE REFUND. I FEEL IF THINGS HAD BEEN BETTER COMMUNICAYED IN THE BEGINNING THIS SITUATION WOULD NOT HAVE REQUIRED ESCALATION. PERHAPS FOR FUTURE CUSTOMERS THEY COULD ENSURE THE INFORMATIIN IS CONVEYED ACCURATELY INITIALLY. AT ANY RATE THEY HAVE MY THANKS FOR THE REFUND AND I APPRECIATE YOUR THOROUGHNESS IN THE HANDLING OF MY COMPLAINT AND TAKING IT SERIOUSLY. IF THERE IS ANY OTHER INFORMATION I CAN PROVIDE PLEASE DONT HESITATE TO REACH OUT.
THANK YOU,
*******
Initial Complaint
Date:02/22/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I hired America First Moving to transport my belongings from ***** to *******. I paid $3K. The estimate was 2-10 business days in transit. It ended up being two months. America First is NOT a mover, they are a broker. I would call America First for updates and time after time, they would say they cannot do anything, they are trying to contact the movers but cannot reach them. Finally towards the end when the tardiness became egregious, the brokers tried to act like good guys, reminding me they were a separate entity from the movers, that my frustration should not be directed towards them, and that they represent my interests. Meanwhile, they did nothing at all for the entire two months to advance my interests - except say they could not reach the movers. I felt totally isolated and out of control as time dragged on and basically gave up hope that my stuff would ever arrive. America First would continually say 3-5 days out yet weeks and weeks would pass.I had a terrible experience with this company, they did not represent my interests well, and then tried to shift all the blame to the movers, when in fact, as brokers, they are obviously responsible for vetting the quality of their movers. They offered to repay me a negligible portion of my total expenses and accepted no responsibility for the extreme delays.
Business Response
Date: 02/24/2025
Greetings BBB Representatives;
Thank you for allowing us the opportunity to review in great detail the specifics and what offers/discounts/compensation were arranged for this particular customers pick up. ******************** and foremost, we must acknowledge that ******* is not pleased with the delay from the Delivery. Unfortunately, we are not able to control matters that happen on the countrys highways, as they commute to the destination. As the customers ********************** coordinator, we inform each customer that the ********************** costs are split into 3 portions so the customer does not have to pay the full amount of the move at one time. There is a Deposit, then the balance of the work order is split into 2 payments, 50% at the pick up and 50% of the balance at the time of delivery. The Deposit was secured to us at the time of the initial booking for this reservation. The remaining funds go straight to the carrier, which we do not collect any of those funds. We are not able to refund or offer compensation or reimbursements on monies paid to another company, the moving company.
The reservation was completed on Wednesday, 11/27/2024 in the afternoon. The reservation was for the estimated space of 300 CF at the locked-in rate of $4.00 per CF for the requested pick up window of Thursday 12/19/2024 - Friday 12/20/2024. The Customer was offered an additional $200.00 discount during the booking process on top of the tariff discount, which overall has substantially lowered the cost of the relocation services. The Total Moving Estimate $2,316.01 & Customer Deposit is $1,122.00. The Inventory List Articles List 7 Items, 26 Pieces ~ to be transported.

Our company along with many other moving companies offer a ***************** phone call 1-3 days before the pick up date. This call allows the customer to make changes to ********************, change the inventory items listed, any significant change prior to the truck arriving onsite to perform services. This ensures that the movers have the appropriate allotted space for the customers belongings and to avoid any unforeseen issues. This QA Call reflected on Wednesday, 12/18/2024; customer did go through with the paperwork with the Agent and made a revision. The Agents notes reflect: QA done minor change added packing; customer not worried about shipping smaller things that are going to drive up price and make things not worth shipping. The customer's main concerns were about the biggest pieces. We do understand that this change in the customers inventory list reflects accurately.
The Pick up was executed on Thursday 12/19/2024. There were no phone calls or emails to the Customer ************* in regards to any issues at the time of services. Then 2 days later; 12/21/2024, the customer phoned into our office seeking Delivery information. As we have recorded, the customer was extremely upset that delivery was not taking place today. We explained that today's date is the ***** We offer an estimated delivery timeline based on the distance that will need to be traveled and the customers ability to accept the shipment from the truck physically. The timeline is 2-10 business days from the ***** Unfortunately, sharing this information was not beneficial as ******* got very mad and became argumentative. Unless he recv`d a call from his driver to announce the truck's arrival the following day, most likely your shipment will need 2-10 to commute the 926 miles. That is the information we have from the carriers office at that time. After this recorded event, there were several calls and emails from ******* and a personal representative or family friend. Each Customer Support Agent went into detail with the information that was given to advise them appropriately. After many communications from our office, check-ins for Delivery Updates to the *************** from America First were on 12/30, 1/16, 1/20, 1/29 and 2/05 ~ our staff did whatever we could do to help this customers delivery. We were then advised on 1/29 that the shipment was loaded and in transit, delivery should be within 2-4 days. Then on 2/06; the Department Manager was able to speak to the carrier, shipment was loaded and put in transit, est. delivery between 3-5 days. Why did the ************** provide inaccurate information after we requested it multiple times? They do not have an answer when questioned by our Mgmt. Team. A few more days later; 2/10/2025 ~ A Customer Support Leader spoke with the customer and explained the prior notes on the account we were able to verify. The client is rightfully very upset regarding the lack of update and communication including being told the same information multiple times, and sincerely apologized. A few days after this update; we again called the dispatch office to confirm the truck's arrival. Our Agents advocated on behalf of the customer to the *************** 02/13/2025 02:03:18 pm We desperately need some additional information on this customer ************************ ******) and a Delivery ETA?? Was supposed to be delivered by the 11th (expiration date) and on 2/6 the customer was told 3-5 days and still hasn`t been delivered yet. Pickup was on 12/19 with no storage. Why the delay. Please Advise.
On 2/16; our Customer Support Staff spoke with ******* and ****** again, in an attempt to resolve this delay. As the coordinator we have no control over the truck's route, stops, mechanical issues, etc. We attempted to offer a courtesy refund and the customer did not accept. Then the following day, we were informed that the delivery will be taking place, and due to their tardiness, customers were offered a $400 discount from the balance due on the Bill of Lading contract. ********** has offered to match that amount as a courtesy since they were delayed significantly. We offered apologies and compensation. We completely understand that their lives have been inconvenienced by the delay of the carrier. And even though AFMS does not handle, transport or collect pick up or delivery payments, we are still honoring the matched amount of compensation. It is unfortunate that neither ******* or ***** are willing to speak with our office in an attempt to resolve this amicably. We stressed multiple times to the ************** that this shipment was considered tardy and urgent for delivery. And we advised the customer that we do not have physical control over the trucking routes and the unforeseen circumstances they face. Our hopes are to learn from this situation and get the customers results faster, but sometimes delays can happen and we are sincerely apologetic that this happened to ******* and ******. They have been sent separate email communication acknowledging the delay and the compensation for the delivery taking place outside of the allotted time given by the governing agencies for a carrier to deliver without penalty. The discount is usually $25-30 per day, and we believe the carrier plus America First Moving has offered much more than the standard compensation.
We hope to find a positive ending to this customers journey.
Thank you for your time and consideration in this matter.

America First Moving Customer Support Team

*Attachments reflects AFMS policy as well as AMB's policy, see highlighted area in BOL that shows pickup acknowledgement, and in green, what happens if the carrier is tardy*

Business Response
Date: 03/03/2025
Update: We have attempted to assist to find a positive outcome to this customer's main grievances by reaching out and offering to match the carrier's reimbursements/compensation matters. He received a certain amount from the carrier discounted off his total balance and we are offering to match that same amount. We have emailed them to Mr. ****** on 2/24/2025 and have not received word back from the customer. This offer will remain open to help with any unanticipated costs or out-of-pocket expenses he endured due to the tardiness of the delivery. We are hopeful to resolve this in a positive light.
Thank you
Business Response
Date: 03/11/2025
UPDATE ~ We are writing to you once again concerning the the courtesy reimbursement our company has offered and has not received any communications in return from the customer or his personal representative. As a reminder, the carrier, in fact, was tardy to deliver this customer's shipment and provided compensation to the customer in the amount of $400 due to their late arrival. We have reached out in efforts to match that amount as a courtesy refund to the customer. Our company does not handle the delivery procedures, and customers felt we were not taking personal responsibility for the carrier's tardy arrival. However, upon submitting the offer via written refund documentation, we have not received any response after 2 attempts. We believe it is a fair and reasonable solution. We are still hopeful that we can resolve this matter amicably and find an outcome that is satisfactory to everyone involved.

Thank you for your time and consideration.
America First Moving Services Customer Support Team
Initial Complaint
Date:02/14/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Jan 25, they quoted me $4.6K for my move on 2/14. On 2/10, they emailed me to reconfirm my inventory list. I promptly responded that they forget a few things previously discussed, and added a few items. I followed up in phone and text but was never called back until the day before the move. I was told at 2 pm the day prior to the move the cost was now $15K, three times what they told me the guaranteed flat rate was. I was then told the best they could do would be to take $1k off. They then told me it was less than 72 hours before the move so I couldnt cancel. I reminded them how I had promptly responded to their mail and their lack of response seemed to be on purpose to put me in a bind. He then transferred me to cancellations and he instead hung up. So, I called other companies to move as I had to get out of our house this weekend. After I had hired someone else, they called to say they could do it for $7k. I informed them I did not trust them at all with my assets and wanted a refund which they refused.
Business Response
Date: 02/14/2025
Greetings to the BBB Representatives;
Thank you for allowing our company the opportunity to answer why this customer felt it necessary to file a complaint and we have all the information and facts that will explain why the events unfolded in a particular way and what our final action was.
The reservation was completed on Sunday, 01/26/2025 evening after 9pm EST. The reservation was for the estimated space of 756 CF at the locked-in rate of $2.50 per CF for the requested pick up window of Friday 02/14/2025 - Saturday 02/15/2025. The Customer was offered an additional $1,000.00 discount during the booking process on top of the tariff discount, which overall has substantially lowered the cost of the relocation services. The Total Moving Estimate $4,792.27 & Customer Deposit is $2,388.00. The Inventory List Articles List 23 Items, 88 Pieces ~ to be transported. The customer completed the payment portion by signing a CC authorization form as well as the Binding Moving Estimate Agreement that reflected her IP Address to the electronic device used to complete the documents. (see our attachments).
Our company along with many other moving companies offer a ***************** phone call 1-3 days before the pick up date. This call allows the customer to make changes to ********************, change the inventory items listed, any significant change prior to the truck arriving onsite to perform services. This ensures that the movers have the appropriate allotted space for the customers belongings and to avoid any unforeseen issues. This ** Call reflected on Thursday, 02/13/2025 (the day prior to the pick up), the appointment did not go well between the Agent and the customer. The conversation and possible revision to the customer's Agreement and inventory list would have increased the cost. Ms. ******* expressed her dissatisfaction to the ** Agent of this change and was not willing to listen to a possible resolution. A Supervisor then phoned Ms. ***** to discuss a solution to this matter by reviewing the paperwork and implementing her authorization to override the significant changes that the ** Agent made and waive a certain amount of the fees that he had advised were going to be in effect. The Supervisor was able to make sure that the original estimate was in place and the ** Agents revisions would not be posted as previously discussed. Ms. ******* stated that she felt that even though the conversation with a Supervisor was positive due to the prior conversations with other individuals, she still would like to cancel. We offered the customer to send an email stating that the cost will not increase and that the Supervisor can be her point-of-contact through the remaining time of her move. Ms. ******* said that she will speak to her husband and give us a call back.
After a few passing moments, Ms. ******* called our office back to advise that she had spoken with her husband and would like to cancel the services. She advised she is seeking a full refund. We had the opportunity to go over the cancellation policy, and offered her a portion of the deposit back as a courtesy. She stated that she would accept the courtesy and dispute the rest of the funds as well as file a BBB complaint. The Supervisor advised Ms. ******* that she is not within the cancellation policy to receive full refund, and she was working with her to accommodate her appropriately within the parameters of the Agreement. ******* reiterated that if not receiving a full refund she will dispute her payment and disconnected the line. The Supervisor called the customer back and did not get through so a voice mail message was left.
Unfortunately, we were notified this morning 02/14/2025 at 08:17:45 AM the **************** notated the customers file that we have received a dispute notice from the customer card merchant in the amount of $2,388.00 (full deposit). Our Mgmt. Team was hopeful that we could reach a positive outcome with Ms. ******* regarding this matter. We will remain open to rectifying the matter if allowed to do so on behalf of the customer.
At this time, we have posted the customers signed Bind. Est. Agreement with the companys terms and conditions.

Thank you again for allowing us to answer Ms. ********* concerns and posting our side and apologize for her experience with the ** Agent. The ************* Supervisor was wanting to resolve her issues and make the best decisions on behalf of the customer's needs.
******************************************* Customer Support Dept.

Customer Answer
Date: 02/24/2025

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 as they have refunded my in full. However, it should be noted their business practices are clearly predatory and they should be investigated.

Sincerely,

******* *****
Initial Complaint
Date:02/12/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
BaIT and switch. The company offers a low rate for shipping, and along the way, each handler charges a surcharges.
Business Response
Date: 02/13/2025
Greetings to the BBB Representatives;
Thank you for allowing us the opportunity to review in great detail the specifics and what offers/discounts/compensation were arranged for this particular customers pick up. ******************** and foremost, we must acknowledge that Mr. ********* is disputing $3,600.00, which will be almost the entire cost of the move. His goods were picked up, transported and delivered. Services Rendered. Unfortunately, we are not able to accommodate that type of request. You see, moving costs are split into 3 portions so the customer does not have to pay the full amount of the move at one time. There is a Deposit, then the balance of the work order is split into 2 payments, 50% at the pick up and 50% of the balance at the time of delivery. The Deposit was secured to us at the time of the initial booking for this reservation. The remaining funds go straight to the carrier, which we do not collect any of those funds. We are not able to refund or offer compensation or reimbursements on monies paid to another company, the moving company. But we thank you for allowing our company the opportunity to answer why this customer felt it necessary to file a complaint since one of our Team Members spoke with Mr. **** ********* last evening in an attempt to resolve. Mr. ********* filed this complaint anyways. We understand that he is upset however when speaking with **** yesterday we reviewed each of his concerns and provided answers to each one. We have all the information and facts that will explain why the events unfolded in a particular way and what our final action was.
The reservation was completed on Tuesday, 01/14/2025 afternoon. The reservation was for the estimated space of 300 CF at the locked-in rate of $4.00 per CF for the requested pick up window of Monday 01/20/2025 - Tuesday 01/21/2025. The Customer was offered an additional $700.00 discount during the booking process on top of the tariff discount, which overall has substantially lowered the cost of the relocation services. The Total Moving Estimate $2036.20 & Customer Deposit is $904.58. The Inventory List Articles List 8 Items, 17 Pieces ~ to be transported. *********** along with many other moving companies offer a ***************** phone call 1-3 days before the pick up date. This call allows the customer to make changes to ********************, change the inventory items listed, any significant change prior to the truck arriving on site to perform services. This ensures that the movers have the appropriate allotted space for the customers belongings and to avoid any unforeseen issues. This QA Call reflected on Sunday, 01/19/2025; customer did go through with the paperwork with the Agent and made a revision. This is recorded and signed by **** ********* on Sunday, 01/19/2025 01:39:11 PM (ET). New reservation Estimated Volume: 418 CF @ the same rate $4.00 per CF. The new Total Moving Estimate $$2879.00 and we secured an additional payment ($507.00) for the changes and increase of 118 CF (Items List: 13 Items, 22 Pieces). Customer Deposit now reflects $$1,411.58 with no packing materials listed on this contract. We do understand that this change in the customers inventory list reflects accurately, but it was determined that her items were larger than originally estimated and the QA Agent wanted to make sure that the customer had enough space reserved for the shipment the day of pick up.
Mr. ********* did share with our Support Agent that he was not pleased with his interactions with the QA Agent and how the phone appointment ended. We apologized for the interaction with this particular staff member. America First employs a large number of different departments and we hope that we will be able to show Mr. ********* that not every Team Member will behave as that Agent did. We want to show that we are able and willing to assist in resolving this matter amicably. The next step in the process, our Pick-up Confirmation Team Agent phoned **** on 01/19/2025 at 01:59:03 pm; we are confirming that the pick up is scheduled for 1/21, and confirmed with client (verbally) - **** had requested to pay the balance of the move in full at the time of pick up versus the standard procedures of 50% of the balance due at pick up and the remaining 50% due at the time of delivery (disclosed in the *** Agreement, see attachments highlighted areas that apply to these matters). We followed up again the next day, 01/20/2025 01:03:33 pm and reiterated the information for pick up confirmed 1/21 in the afternoon & payment. This was a courtesy to pay in full with a credit card. Not all carrier's will accept this method of payment.
The pick up was executed and successfully completed, with no calls or emails to our office seeking assistance, inquiring answers to issues or commenting that there was some sort of problem. We were not advised if the customer was unhappy about the pick up in any way. The next form of communication took place on Friday Feb. 7th. Customer **** phoned into the Customer Support Team to seek answers on the delivery of his sons belongings to ***. 02/07/2025 04:51:50 pm The Support Agent requested the delivery information from the *************** on behalf of the customer. Today is the 7th business day from the pick up. We were advised that the customers shipment was in transit to the east coast standard delivery procedures will apply. We explained that the driver will call the customer directly the day before he is to arrive at the address and then again the day of the delivery. **** ********* requested to know just how long that will be? We again advised **** that once the driver gets closer to ** will reach out to him or he can give our office a call on Tuesday 2/11/2025; **** agreed and advised okay. We needed to remind the customer that his shipment is on a shared semitrailer going approx. ***** miles from ********** to ********* This is not a direct delivery, the driver will be performing other services along the route as he travels to the east coast. The paperwork we provide reflects an estimation of time which we believe to be as accurate as possible so customers have an understanding of time and distance to be traveled. Mr. ********* phoned back on Tuesday 2/11/2025, 12:07:01 pm EST. Our Support Agent again spoke with **** in detail of the delivery procedures. He was seeking an update. As standard information we again reviewed the time table in his paperwork and reiterated that based on the information we received on Friday of last week, the driver would call him the day prior to the scheduled delivery to coordinate as he gets closer to **. The Agent also explained that since this is a cross-country move, we provide an estimated delivery window of 7-21 business days from the ***** In an attempt to reassure him that his items are in transit and on their way, and that the driver follows a scheduled route to ensure deliveries are made as quickly as possible but let him know it is a shared delivery. **** then began to express his frustration, stating that we werent being helpful and wanted more firm information. He mentioned he would be contacting the carrier directly for further details. We received an update from the *************** very quickly; The Customer always gets a call ***** in advance (the day prior to arrival) and they are assuming the delivery will be in the next couple days since the driver is very close to the NYC Area. For this amount of distance, the agents usually project 5-7 days for Delivery and it shipped 2/07. The Delivery took place Wednesday 2/12/2025, 6 days after it left for transit.
The delivery location is *************, in a high rise luxury building that will need accessorial services. The deliveries are executed in a Semi Trailer for long haul transport, so many shipments can be hauled at once versus a few in a smaller straight truck. The delivery will require a shuttle fee service. Shuttle fees are implemented when a location will not support a semitrailer truck, and the service requires the movers to offload that shipment from the semitrailer, to the straight truck, commute in the straight truck to the location and then offload again. It is basically doing double the work. At the location, the Team was then faced with the layout of the building. The truck will be parked in a designated area, the crew will begin unloading, and due to the location of the customers unit, they will need to carry each item from the truck over a significant distance to the actual units door. The unit # **** (assuming its the 19th floor). The crew will walk the breezeways, hallways, elevators areas, and it was calculated to be more than 75 feet. The Fee is the 1st 75 feet is free of charge, and each 75 feet is $75. The customer was charged a $150 long carry fee, to navigate the buildings layout to get to the unit. This fee was warranted and applicable.
The delivery was for ****s son *****, who ultimately had to pay $500 in cash for these accessorial services. Mr. ********* was extremely upset and placed a poor review on FB, due to not being aware of these Additional Fees and Services. Our Team reach out to Mr. ********* yesterday evening to discuss. He was very passionate about how he felt his son was fleeced or taken advantage of for the amount of money he had to pay. It was very difficult speaking with ****, since he was very upset and using language that was unbecoming to a professional office. Our Agent has the opportunity to discuss some of these matters in detail with him. The first issue he shared was the QA Agent and the call before pick up. The additional space added to the reservation was for the new items he added for transport. It was approx. just over an additional 100 CF. But **** was more unhappy with the actual Agent who was helping him. He had some choice words, and we were able to report that input to Mgmt. Staff so that the Agent can be reprimanded for how Mr. ********* reported. Mgmt. will be handling that employee in the appropriate manner.
The next issue was the delivery timeline. Mr. **** shared that he thought **************** was useless and did not know anything about his delivery. When we attempted to advise him, we are your *************** not the carrier, we provide an estimated window of Arrival, based on the shipment going ***** miles on a shared truck (not express delivery) and once shipped it seemed to have gotten there quickly (6 days). Even though the pick up was 1/21, the semi trailer will not leave on the delivery route half empty. That trailer must be filled up to be able best service all the customers going in a similar direction. This trailer was specifically going to *** and its surrounding areas. If the customer wants an express or expedited service, that is available for an additional fee. Our Support Team advised Mr. **** of every available detail along the way. We apologize that he felt otherwise.
Lastly, the **************** in **** The shuttle was needed and the long carry was needed. (attachment shows where it is disclosed to the customer that if applicable, the fees will be implemented). Mr. ********* spoke that he felt the movers were trying to get additional money from his son, and they should just do their jobs. However, every moving company nationally will have these same services outlined somewhere in their contract disclosing that if applicable, they will be added to the cost. We were attempting to get to a happy resolution last evening during our phone call. When **** threatened to file a BB or other federal complaints, we were taken back because the reason for the call was to review why the fees were applied and how we can help. We are in the process of having the Mgmt Team look over his file and see what can be done to assist. Even though the fees were warranted, America First Moving is still willing to offer some sort of reimbursement. Then we received notice of the BBB Complaint.
We attached the last signed set of documents (QA Revised), and we are looking over every aspect of the customers file to offer a positive solution. We are still currently working on this account. Originals can be posted separately due to space in the uploading process.

Thank you for your time and consideration in this matter.
America First Moving Customer Support Team
Customer Answer
Date: 02/24/2025

Complaint: 22932874

I am rejecting this response because:
American First claims to have binding offers for their moves. At every juncture of my move, whoever was responsible for that part of the move, wanted additional fees. When I contracted with America First, AF knew how much furniture there was tp be moved and that the apartment was on the 19th floor of a building in downtown ********. The salesperson was intimately familiar with the building and noted the gym at the building. At no point was I told that I would have to pay for a delivery van to bring the furniture to the apartment building. Nor was I told that the delivery people would carry the furniture 50 ft and they would charge $100 for every additional 50 ft. In my opinion, American First uses very deceptive marketing and pricing practices and does not have binding contracts, as they advertise. It should also be noted that for some reason, their software was unable to be emailed to me. They could only text the agreement to me. As you can imagine, it is very difficult to read the small print of an agreement on a text. What is also unusual, they always wanted cash. They accepted credit card on the deposit, but each person afterwards wanted to be paid in cash.

Sincerely,

**** *********
Business Response
Date: 02/25/2025
Hello BBB Representatives;
Again, while we look over the estimate that AFMS provided Mr. **** *********, after the ** appointment, was 418 CF. We were able to compare the Bill of Lading prepared by the carrier onsite at the pick up location, the customer was only charged for the space allotment of 418 CF. The proper discounts of $700 was applied as well as his deposit was implemented as a deduction. ************* ********* is disputing the onsite accessorial fees at the delivery location that do apply in this particular situation. The customers destination required a shuttle due to the location within ***, long carry fees apply because the distance from where the truck is parked (which is typically behind a building or a loading dock) the first 75 feet is free of charge. Any footage afterwards is applicable. The crew will need to carry the shipment from the truck a long distance as described in the paperwork, an additional 150 Feet outside of the free footage. Mr. **** was very upset that these details were not shared or gone over with him directly by the Booking Agent. And even though it is the customers responsibility to read, review and agree to the Terms and conditions of the our moving policy, we are open to finding a positive solution with Mr. ********** However we can not waive the entire fee or reimburse it 100%. We are willing to meet him halfway to resolve this matter in a positive light.

We have sent him direct communications with an offer to help resolve this matter and continued to say that we understand his input and feedback. We do agree with you that your Booking Coordinator could have been as thorough as possible when completing your reservation with you. Management has been able to speak with your Agent ***** to help him rectify some of these flaws so we can make him a better agent to service customers. His direct feedback gave us the insight that helped us identify where some adjustments were needed, and for that we thanked him for that.
It is our hopes that we kind find a pleasant remedy to this mater and are awaiting Mr. *********** response to our email.
Thank you for your time and consideration in this matter.
America First Moving Support Department
Business Response
Date: 03/03/2025
Update: We have attempted to assist to find a positive outcome to this customer's main grievances by reaching out and offering to spit the cost of the needed services that we required to be performed and were warranted. We have emailed them to Mr. ********* on 2/25/2025 and have not received word back from the customer. This offer will remain open to help bridge the gap between the needed and required services and the unanticipated cost. We are hopeful to resolve this in a positive light.
Thank you

Business Response
Date: 03/11/2025
We are writing to you once again regarding the outstanding balance for the accessorial delivery services provided during your recent move.
As you know, these services were necessary due to the unforeseen need for a long carry and shuttle service. We have offered to compensate you for 50% of these costs, which we believe is a fair and reasonable solution. Despite our three previous email attempts to reach you, we have been unsuccessful in making contact. We are still hopeful that we can resolve this matter amicably and find an outcome that is satisfactory to everyone involved.

Thank you for your time and consideration.
America First Moving Services Customer Support Team

Customer Answer
Date: 03/17/2025

Better Business Bureau:

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

Sincerely,

**** *********
Initial Complaint
Date:02/08/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The moving company stole several valuable items from me while transporting my belongings.
Business Response
Date: 02/10/2025
Greetings to our BBB constituents;

Thank you for the opportunity to review and answer your questions on this account. This file is recorded under a different name, labelled: ***** ******/ ******** Jentis Job No: A2128163. When cross-referencing the phone number from the complainant we were able to locate this account and verify that it is the correct customer. We have reviewed the events recorded on Courtneys account and unfortunately, after the delivery was confirmed to be taking place a few days after the last call to our Customer ************** there is very little information afterwards. There are no phone calls to the Customer Support Team seeking assistance for possibly locating missing items or reporting damaged goods. We would have requested a trace to begin with the carrier office. We have no emails, phone calls, or text messages from ***** or ******** expressing concerns after receiving the delivery shipment. We have no details or documentation.
We have taken the first steps to offer assistance in this matter. First step, emailed customers the Claims Instructions with an apology and requesting additional information so we have the opportunity to speak with management regarding their reports or lost or damaged belongings. Then we notified the ************** so they may forward the onsite paperwork, Bill of Lading and any corresponding documents that will assist in supporting the customers submission of a claim. Then we pulled all the signed Binding Moving Estimate Agreements between the customer ***** and ******** and ****************************************************************** that ************************* what the policy is for claims. We want to make sure that the customer is aware that the claim must be filed under the movers policy, not America First Moving. We would most definitely like the opportunity to review the customers exact claims of missing or damages, to make the best choice moving forward. We also can speak with the carriers office on behalf of the customer to make sure that the customers file is given the appropriate attention it deserves and for proper outcome.
We asked to please review the documents and follow the protocol provided. If additional information is needed or requested, we will be more than happy to offer assistance to a positive outcome.
Thank you for your time and consideration in this matter.
Very Sincerely,
America First Moving Customer *************
Initial Complaint
Date:02/03/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing this complaint against America First Moving for intentionally deceptive business practices, fraudulent charges, and refusal to honor written agreements.On Friday 1/31/25, I called for an estimate and was pressured into signing quickly under the promise that I could cancel at any time before processing. While still on the same call, I decided to cancel, and I have this cancellation request in writing via email.However, I was also verbally told that because nothing had been reserved, there would be no charges or cancellation fees. Despite this, my card was immediately charged $932.When I followed up the next morning as instructed, I was told no one was available to process the refund and to call back on Monday 2/3/25. On Monday, I was met with rude, dismissive representatives who falsely claimed I had agreed to a non-refundable deposit and refused to acknowledge what I was told in the original ******* this point, I have had to:1. File a dispute with my bank to reverse the fraudulent charge.2. Consult a lawyer to take legal action against America First Moving.This company intentionally misleads customers, refuses to honor verbal agreements, and operates under highly deceptive business practices.I urge the BBB to investigate this company for fraud. I also encourage any other victims to file disputes with their banks, report them to consumer protection agencies, and seek legal counsel.
Business Response
Date: 02/04/2025
Greetings to the BBB Representatives;
Thank you for allowing our company the opportunity to answer why this customer felt it necessary to file a complaint and we have all the information and facts that will explain why the events unfolded in a particular way and what our final action was.
The reservation was completed on Friday, 01/31/2025 evening after 8pm EST. The reservation was for the estimated space of 300 CF at the locked-in rate of $3.75 per CF for the requested pick up window of Thursday 03/13/2025 - Friday 03/14/2025. The Customer was offered an additional $1,000.00 discount during the booking process on top of the tariff discount, which overall has substantially lowered the cost of the relocation services. The Total Moving Estimate $1,993.75 & Customer Deposit is $ ******. The Inventory List Articles List 7 Items, 50 Pieces ~ to be transported. The customer completed the payment portion by signing a CC authorization form as well as the Binding Moving Estimate Agreement that reflected her IP Address to the electronic device used to complete the documents. (see our attachments).
After the completion, approx. 1 hour later at 9pm EST, hence by this time our Mgmt. Staff has left for the evening and it was a Friday evening as well, the customer notifies her Booking Agent that she is unhappy with the online presence and wants to cancel the reservation. In this type situation, we email the customer to let them know that Cancellation Requests are handled during regular business hours, as posted in the email Ms. ****** submitted. Ms. ****** spoke with a Customer support Agent on Saturday 2/01 who sent her that email to advise her that Cancellation are handed Mon. to Fri. 10am-5pm EST. To follow that step up, on Monday 2/03, a Supervisor spoke with Ms. ****** to discuss her cancellation request. Based on our Agreement, to which the customer signed, nowhere does it imply full refund. ** disclose that a customer is eligible within ******** of the original signature, which is fine - we are able to accommodate a cancellation of services. However, in the paperwork, it states clearly that there are administrative fees that apply to a cancellation. The customer was offered a percentage of her deposit.
During her call with a Supervisor; Ms. ****** disclosed to us that she is booking with another moving company. ** advised that was okay, however our Cancellation Policy still stands as effective. The Supervisor attempted to go over the Policy but Ms. ****** refused to listen to our documentation. She insisted that the Booking Agent informed on Friday she was entitled to a full refund and emailed it to her. Full refund is not recorded in her policy, so we asked to see that email the Agent sent to her, we asked to please forward all email communications backing up your statement of a Full Refund. Upon further review based on the emails sent to the customer Ms. ****** her Booking Agent stated that he understands the cancellation, no comment of a full refund. Our Policy still stands. ** inform the client that since she is within the window will provide a refund of $530.14, Ms. ****** refused stating that she will review the estimate with her lawyer and give me a call back. The Supervisor advised Ms. ****** that her account will be left as-is & we will wait to hear back from her. Ms. ****** agreed that would be okay with her. Mgmt. attempted to speak with Ms. ****** one more time before the end of the day, at 5:30pm EST on Monday 2/03 - with no success. ** left a VM message. ** are willing to work this matter out with the customer for a positive outcome for both parties. As a company, we also need to abide by the contractual limits within that agreement. It seemed as if the customer was not willing to accept the documentation in writing.
Our **************** was notified that Ms. ****** had disputed her payment with her card merchant. The customer received an email from our office reflecting a full refund. ** frown upon the way this was handled. ** post in very clear verbiage that Administrative fees of 11% will be applied as a deduction plus $1.00 per CF. The customer agreed to the policy. It is unfortunate that some customers go against the contractual obligations to get the outcome they wanted. Ms. ****** was not willing to settle based on the terms and conditions within. At this time, there is no further action and we will consider this file closed.
Thank you for your time and consideration in this matter.
America First Moving Customer Support Team
Business Response
Date: 02/04/2025
Update on Attachment ~
the last email notification to the customer was sent this morning 2/04/2025 @ 9:41am
Not 12:09pm - that was the timestamp on printer when the document was produced for this response.
We apologize,
Thank you Kindly.

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