Business Profile

Moving Brokers

America First Moving Services

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

141 total complaints in the last 3 years.
75 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:02/19/2023
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.
10/08/2022 I called AFM talked to ************** for a moving service, he took my inventory over the phone and said $10,000 I told him I wasn't looking to spend that much. He then comes with a total of $6108.42 est. moving date 10/25 down payment of $2296.71. after all was said and done I noticed our list wasn't right, I called ***** to let him know some of the things weren't correct, he told me, "don't worry, I got you" its how the inventory works just different wording. We called this company 10 plus times and got the run around. always saying someone will call 5-7 days before pick up! so 5 days before our move date, we didn't hear from anyone I tried calling and this time someone else answered and said we were next on the list and they will call us tomorrow morning. so that day came and went no calls. Saturday I called and talk to ****, she said they will call the day before the move date there is nothing they can do now they cant even see anything in my file just wait for the call. 10/24 Mon. morning we get a call from *******************, we told them we haven't heard anything, our inventory list is wrong and needs to be fixed. They said we need to contact AFM. We got the call and told the guy out list wasn't right and wanted to see how much extra to add a few more things. he came back with over $12,000 we told him just keep everything the same, then we get a email with the EXACT SAME INVENTORY LIST but this time it says we need to pay the remaining bal. of $9127.93. We called and told them we are not paying this, this company is a SCAM, they give you a total till you say you cant pay that, then they mess with the inventory list to make it less, wait till the last min. and then jump up on the price. from the day we first talked to ***** we tried calling these people and were told we would have to wait. the *** BEFORE our pickup to call us and go over things? Now they say we lost our $2296.71 I want a refund or I will proceed with court filing.
Business Response
Date: 03/02/2023
****************,

We first would like to apologize for the experience you had with us. Our intention is never to have a dissatisfied customer or a cancellation of ********************. ********************** is a stressful experience and we understand having wanted to ensure your inventory list was updated. The reason your representative told you it was okay that it was not 100% accurate is because in most moving cases, the initial phone call is a rough draft of inventory. Once the move date approaches our ***************** team gives you a call to go over the inventory one final time prior to pick up. This ensures we have the proper room for your household goods to be moved. The reason it was a day or two prior to the move is that most customers are closer to being all packed and can provide a more accurate inventory. They can either decide to add or remove items to their list. As you stated the price went up due to updating your inventory but in the end you chose to stick to the original estimate for $6108.42. America First never had or will have an issue following through with a contracted amount. We tried to call and explain the differences in pricing and even sent the drivers to your house to help provide a more accurate in-home estimate to relocate you but you refused our help and services. For these reasons there you were not entitled to a refund. If you have not completed your move as of yet or have any friends or family that are moving we would be more than glad to apply that deposit to any future move. We also would be willing to discuss refund and credit options please call our customer service department directly at ************ so we can try and remedy this matter. Thank you.
Customer Answer
Date: 03/04/2023

Complaint: 19431573

I am rejecting this response because:

Sincerely,

*******************
Customer Answer
Date: 03/08/2023
1st, Your intentions are shady, after our initial phone call with inventory list/price $10993.00 we didn't want to spend that much so ***** fudged our inventory list to get the price lower. 2nd ***** told us 'its all good' because again your intentions are ***** and if he would've went with what we originally said there wouldn't be a problem! 3rd YOU made NO contact with us, WE made ALL the calls and kept being told "its all good" YOU WAITED untill the day BEFORE pickup to call us, NOT 2 DAYS BEFORE! 4th The gut that did call to us to send in another $3600 and we told him NO to keep our list the same! He then said ok it will be $1900! WHY? 5th You then emailed us the exact same contract with same inventory list but the price was now $9127.23 that we owe. we already paid $ ******* for a total of $11423.94 (see copy) 6th we then EMAILED you back and told you that AFM was shady company (see copy) the next day YOU decided to send the truck anyways AFTER WE CANCELED! 7th NOT Entitled to a refund? Your a SCAM why would we allow you to move us? How are YOU entiled to keep our money when all you did was scam us? LASTLY as a "good faith gesture" you offered to give us 10% and credit to move, or 20% with no credit? YOU dont get to keep our money and Scam people! We moved across country and had to find another way at the last minute to get moved, What did you do? You guys have a TROVE OF UNSATISFIED CUSTOMERS (and growing) that have the exact the problems we are having with you.YOU scam people out of their money with SHADY BUSINESS PRACTICES!
Business Response
Date: 03/29/2023
****************, We have been waiting on your response to our compensation offer since 3/7/2023 after we spoke on the phone and discussed coming to a resolution. You stated you would be calling us back the next day after you decided which would have been 3/8/2023. All things considered, our offer still stands but for now you still have a credit with us if you ever need moving services in the future.
Customer Answer
Date: 04/01/2023

Complaint: 19431573

I am rejecting this response because: We did call you, you offered us 10% of the $2296.71 and credit with you! 1st Why do you feel you get 90% of what we gave you? how is this a "good faith gesture"? and why would we do business with this company? You guys are scamming people! We DO NOT want to do business with you, we want a FULL refund of OUR money that we gave you for a service that you DID NOT provide! Again, you upped the price on us after fudging our inventory list to get the price down so we would accept, than you wait till the day before our move date to finally call us (after numerous times of us calling you)and then you doubled our original price. You waited because you know if you would've said from the beginning our price would be over $12,000 for this move we would not use you! so you wait till its the day BEFORE to call us and say we need to pay $9100 more! SAME inventory list NOTHING CHANGED! ** see the attached, an email from AFM showing our inventory list (nothing changed) but the price to $9100 more. Also our original inventory list that we got dated Oct 8th. ITS THE SAME LIST, BUT YOU JUST ADDED MORE MONEY!! So to respond to calling you 03.07.23 yes we did, but we are rejecting your offer. 10% plus a credit to use you in a future move.. This is not a "good faith gesture" This just shows how AFM really is, scamming people out of their money! We will NEVER USE YOU FOR A FUTURE MOVE! you didn't do ANYTHING but you think you can keep 90% of our money! We paid with a check $2296.71 because if we would've used a credit card you charge even more! We will be filing with the courts now, you dont get to keep our money for fake services.

Sincerely,

*******************
Customer Answer
Date: 04/04/2023
I dont understand why what your asking?
Initial Complaint
Date:01/20/2023
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.
All these details are in the uploaded attachments
Business Response
Date: 02/02/2023
********************,
We want to sincerely apologize for your recent moving experience. We understand how stressful moving can be and our goal is to help alleviate some of those stressors for our customers. We coordinated not only the first truck and crew which you told us was not up to your standards but then followed up with an 18 ******* and crew which you again turned away. We understand that you feel they were not up to your par and for that we are sorry. The deposits were immediately used to set up the logistics and crews for your move. You were no longer liable to pay the remaining balance at pick up and delivery once you canceled your move. The payment that was made to the one carrier we have followed up on your behalf and been notified you were paid back in full as of right now. Should you need any further assistance please do not hesitate to contact us.
Customer Answer
Date: 02/03/2023

Complaint: 18868981

I am rejecting this response because: I refused to pay the moving company that showed up with the 18 ******* truck because they were trying to charge me more that $10,000 over my contract. All I asked was for them to follow my contract which they refused. They perceived I was wealthy and they tried to squeeze additional money out of me and refused to honor my contract price. They tried to charge me for **** cubic ft of space which was physically impossible because my apartment was smaller than that. I ended up moving the stuff myself and it only filled a **** cubic ft Haul truck. they are the ones that did not provide a service and honor my contract.

Sincerely,

*************************
Business Response
Date: 03/06/2023
********************,
We want to again apologize for your recent moving experience. We understand how stressful moving can be and our goal is to help alleviate some of those stressors for our customers. We coordinated the first truck and crew on 11/26/2022. You informed us that you were not happy with that crew. We proceeded with sending out a completely different crew the very next day. This crew came with an 18 ******* and a 6 man crew to give you the best possible service. Again you felt they were not up to par and for that we are sorry. The deposits were immediately used to set up the logistics and crews for your move. You were no longer liable to pay the remaining balance at pick up and delivery once you canceled your move. The payment that was made to the one carrier we have followed up on your behalf and had been notified you were paid back in full as of right now. We are willing to offer a one time refund of $400 or credit towards a future move. We look forward to coming to a resolution. If you have any questions or would like to move forward with our offer, please reach out to our office.
Initial Complaint
Date:12/26/2022
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.
America First Movers is a scam company who relies on predatory contract language and misrepresentation of their services. I was scammed out of my initial deposit of $2,577 when I found out their true nature and cancelled my booking and they refused to refund anything then tried to manipulate me into withdrawing my dispute with ***** so they wouldn't get a chargeback. They also post fake reviews on ****** and other sites to **** people in. I want my deposit back. No *******, a contract signed in bad faith is not binding. Here's how the scam works:1.Their sales reps lie on the phone, telling customers whatever they want to hear and give them a cheap quote to **** them in. The sales rep claims that the quote is a binding estimate that will not change but by the fine print in the contract itself this is a lie; America First reserves the right in their contract to increase the estimate if the third-party movers determine the initial estimate was incorrect (from reviews Ive read this always happens). This is why they dont do an in-person or virtual walkthrough for the initial quote like legitimate moving companies do to give them an opening to claim the customer did not correctly report their inventory for the first estimate.2.Once the contract is signed and deposit made America First subcontracts the move to a third-party moving company. That movers show up, claim the amount of goods to be moved is more than the initial quote, and America First raises the estimate to a higher amount. Since the contract states they are able to do this the customer is trapped in a predatory cycle where America First and the movers can essentially charge whatever they want.3.For customers who do go through with their moves the results are often catastrophic with items being heavily damaged, lost, or even stolen. Even when confronted with their misdeeds America First will either outright refuse a refund or will promise one and then never deliver it.
Business Response
Date: 01/07/2023
All customers who cancel inside the cancellation policy are refunded in full minus the processing fee. At America First Moving Services we have a checks and balance system with processes in place to ensure the customer and company is on the same page prior to agreeing in writing. Before any deposit is taken, customers are transferred to a verification call reviewing everything on the contract. We ask multiple times on a recorded line if parts of the contract are understood.
The customer in question signed dated and initialed our cancelation policy and received a verification call by ******** on 12/08 at 10:29 am.
Art 10:09 that morning our customer signed and dated our contract as well as our credit card authorization form.
The move was scheduled for 12/27 - 12/28. This complaint was filed on 12/26. America First Moving Service takes no pleasure in keeping money from people. However, if a customer is ********************** in a day or in a few days, the deposit is not refundable. At that point, men are hired, trucks are reserved, and changing the schedule affects more than just one customer. The customer was told that although the full refund could not be processed, we could look into the numbers and settle on something. When the customer threatened to call their bank and cancel the charge- I simply explained to them that in my experience the banks request the documents I explained above and no refund is processed. This was not a manipulation, but urging the customer to compromise with us.
Customer Answer
Date: 01/09/2023

Complaint: 18641451

I am rejecting this response because:

America First had no intention of honoring their initial supposedly binding estimate, so the contract I signed was made in bad faith and therefore not enforceable. No amount of language in your contract can legally justify entrapping customers in an agreement where you had no intention of honoring a binding price. If I had continued with the move that price would have increased by thousands of dollars as other complaints on this very website state as that's how the scam works. Legitimate movers always take a physical or virtual inventory before giving a binding estimate to avoid precisely this sort of situation but America First does not because they are not legitimate.

America First was not trying to work with me for a refund, they were simply trying to manipulate me to cancel the dispute I opened with my bank by promising a refund they had no intention of delivering. In fact, during a phone conversation with **************** offered to send an email confirming my willingness to send a written confirmation of the canceled dispute if he would immediately respond with a confirmation that half of my deposit would be refunded upon receipt of the document. That would have protected us both yet he refused to do so as he had no intention at any point of sending any refund to me. I also do not believe that even if I had canceled within the 3 day period that a refund would have been processed as other customer complaints state that ******************************************* refused to process those as well even though the contract clearly states they are required to do so. America First continues to lie even as they are called out for doing so.

In short, America First acts in bad faith at all steps of the process. They hide behind contract language but contracts not made in good faith are not legal therefore this company still owes me my $2,577 back. If America First is so sure that they are in the right side of this dispute, I'd be happy to review my recorded calls with both the sales rep **** and supervisor *******. We both know however that America First will never agree to this as releasing those calls would expose the blatant lies they tell their customers every step of the way that would give customers and banks the evidence they need to easily justify a chargeback. Also just for the record I cancelled my booking on 12/20, a full week before the scheduled move, not 12/26 as the company's response claims. Another lie. I've attached my cancellation email as proof.

******* even stated once I informed him that I had started a dispute with my bank that I would be assessed chargeback fees to persuade me to cancel it, which was another lie and contrary to the statement made in the response from the company. The statement made in the company's response that ******** reviewed the full contract with me on the phone is yet another lie, that never occurred as if it had I would never have booked with or paid the company anything if it had. If America First disputes these assertions, they can release the call recordings to prove it, though their contract states that they will never release their recorded calls unless legally compelled to do so. Legitimate companies don't do that.

Sincerely,

***********************
Business Response
Date: 01/24/2023
I am sorry you feel we had no intention of honoring your original price. I would like to provide some insight on this. Moving is extremely expensive. To try to regulate cost, we do certain services a la carte. The price or rate for this service will not change, but your overall cost can change based on the adding or removal of these services.
America First Moving Services has maintained positive ratings in an industry that makes staying even above average incredibly difficult. Referrals make up over 30% of our business- friends or family members who used our services and felt confident in recommending us. We do not participate in bad business practices. We do not hide fees or change fees.
The initial paperwork done with America First Moving is called My Moving Estimate. The term estimate implies there is still the possibility to add or remove services, therefore affecting the cost. I can say this- if nothing on your estimate changed at the time of your pick up, your price would not have changed.
All too often my company is negatively portrayed when a customer believes that by leaving inventory off of their initial estimate, they can maintain a lower price and just add the items or extra services to the order on the day of pick up- and it should be done for free. The carpentry industry calls this the while youre here philosophy. When tiling a bathroom, the customer would now like a few cabinets installed while youre here. If it is not on the initial estimate, it is not included in the cost of that estimate. The only way to avoid this regular miscommunication with customers would be to charge every customer for every service, whether they use it or not, to ensure their price wont change. We dont want to do this. And trust me, plenty of large companies do.
I am sorry again that you didnt give our services a chance. Had you allowed the movers to show up to your pick up location, you wouldve allowed yourself real and personal experience, and if at any time you didnt agree with what services you paid for and didnt pay for, you couldve asked the movers to leave and cancelled after at least being able to speak from your own experience. You do not have the experience to speak so adamantly on these topics.
We have already touched on the status of your deposit. You were first offered $500 then $1200 even though contractually you were owed nothing. You refused both offers and we are now dealing directly with your bank. When you dispute charges with your credit card company, we have to submit all paperwork and policys (such as the cancellation policy) and the bank makes a decision on who will keep the deposit.
At this time, it is out of our control. I do, however, believe America First Moving Group made a good faith effort to compromise with this customer.

Customer Answer
Date: 02/03/2023

Complaint: 18641451

I am rejecting this response because:
America First tries to play the innocent victim in this situation but the consistent nature and high number of complaints about them on this site and many others betrays the truth about the company: Scamming their customers is their business plan and any complaints customers make are just part of the cost of doing business for them. America First is managed (and possibly owned?) by a man named *************************, who was convicted on fraud charges in 2010 and spent 5 years in prison. It seems he has not reformed his ways now that he runs America First and previously ran ******************** which mysteriously shut down a few days after being exposed as a scam by a local news channel in *******. Contrary to America First's website that states they have *************************************************************** 2021 per the BBB profile page and only set up its page on the BBB site on 6/27/2022. This is a very interesting date as local ************** TV station WPTV ran two stories on Homesafe Transit, first on 8/16/22, then a follow up on 8/24/22 which stated the company had shut down in the meantime. As they are managed by the same person and the many complaints leveled against them by customers are extremely consistent in their content I don't think it's unreasonable to deduce that America First was simply a new coat of paint to keep the scam going in case anything happened to Homesafe.
This information doesn't exactly paint America First in the light of an innocent company being taken advantage of by unscrupulous customers. Since America First was kind enough to provide easily refuted arguments, I'll go statement by statement from their most recent response to show why none should use them.
"I am sorry you feel we had no intention of honoring your original price. I would like to provide some insight on this. Moving is extremely expensive. To try to regulate cost, we do certain services a la carte. The price or rate for this service will not change, but your overall cost can change based on the adding or removal of these services."
Here we go with the lies, right from the start. The scam starts right at the beginning of the quote process. America First does not take any detailed inventory of a customer's move. Legitimate movers always either send a representative to your home to take an accurate inventory or do a virtual tour via a video call to make sure the initial estimate accurately reflects the inventory to be moved. America First skips this step and instead "helpfully" suggests on the phone that their experience allows them to give you an accurate estimate without going through the process to take a detailed inventory. This lack of detailed inventory gives them wiggle room to later claim the customer did not provide an accurate inventory and then jack the price up by an exorbitant amount.
Of course, America First blames the customer here for not providing an accurate inventory. It seems all problems in every complaint leveled at them are caused by customers, with America First taking responsibility for nothing. If they had followed the standard industry practice of taking a detailed inventory prior to providing an estimate then there would be no need to change the initial estimate at all but that would undercut the scam so they don't. For example, once I cancelled with America First and found a legitimate moving company they did a video tour to get a detailed inventory then gave me an estimate which did not change at any point. It's amazing how poor America First is at giving accurate initial estimates given the number of complaints they get about it, maybe almost too amazing. Maybe it is all just an unhappy coincidence that their estimates are always so far off and always skyrocket once the movers arrive, but with the evidence available I'm going with the opposite.
"America First Moving Services has maintained positive ratings in an industry that makes staying even above average incredibly difficult. Referrals make up over 30% of our business- friends or family members who used our services and felt confident in recommending us. We do not participate in bad business practices. We do not hide fees or change fees."
At this point I wonder if anyone at America First could tell the truth if they wanted too. Those "positive ratings" they brag about are fake. Check the ****** reviews they crow about for example - a brand new moving broker in ******* that's only been in business since 2022 has over ***** reviews? That's suspicious in itself, but there's more. Check a few positive reviews and you'll find a pattern, they're all fake accounts. One account after another only has reviews for America First and one or two other businesses located across the country, and many others seem to be foreign accounts located in South America or Europe who have plenty of reviews in their home countries but then somehow used and reviewed America First, which is odd given that they are a domestic carrier only. The fake reviews all use very similar language - short, with high praise for America First and relatively vague on details. The negative (likely real) reviews are often much more detailed. Also, almost all of the reviews are either 5 stars or 1 star, which isn't a normal distribution in any data set. It seems like America First is cooking the books to **** unsuspecting customers in with false testimony from fake customers. One last thing, in the past 3 days 23 reviews have been posted to ****** - for a business that just started last year it seems America First is doing brisk business. Or the numerous positive reviews are fake.
"The initial paperwork done with America First Moving is called My Moving Estimate. The term estimate implies there is still the possibility to add or remove services, therefore affecting the cost. I can say this- if nothing on your estimate changed at the time of your pick up, your price would not have changed."
It's funny that nothing changed on my estimate with the second moving company I used so the price stayed the same. Again, if you take a detailed inventory prior to providing an estimate all this confusion can be eliminated and the issue is a moot point. But America First purposely does not take an inventory so they can claim you misrepresented the amount of items to move, giving them the opening they're looking for to spring the trap and raise the price come moving day. There's no reason to not report my inventory to a mover, they're going to find out once they show up as they're going to write down everything you're moving for the before and after move inventory check. America First is creating a problem that doesn't need to exist to justify their scam. America First seems to claim that every customer who complains is misrepresenting their inventory which is yet another statistical improbability they would have us take as fact.
"All too often my company is negatively portrayed when a customer believes that by leaving inventory off of their initial estimate, they can maintain a lower price and just add the items or extra services to the order on the day of pick up- and it should be done for free. The carpentry industry calls this the while youre here philosophy.When tiling a bathroom, the customer would now like a few cabinets installed while youre here. If it is not on the initial estimate, it is not included in the cost of that estimate. The only way to avoid this regular miscommunication with customers would be to charge every customer for every service, whether they use it or not, to ensure their price wont change. We dont want to do this. And trust me, plenty of large companies do."
The gall of this company is pretty incredible. Run a criminal enterprise stealing people's money, possessions, and damaging many of the things they do deliver and then play the innocent victim who just wishes people would be nicer. If all of your customers are trying to con you for free services, maybe you're in the wrong business. Or you're the one doing the conning and trying to blame everyone else for the problems you cause. Again the lies are pretty easy to dispel - complaint after complaint from customers show that raising the price once the movers come is standard practice for America First, not a one-off situation that happens every once in a while. They do, in fact, want to do this.
"I am sorry again that you didnt give our services a chance. Had you allowed the movers to show up to your pick up location, you wouldve allowed yourself real and personal experience, and if at any time you didnt agree with what services you paid for and didnt pay for, you couldve asked the movers to leave and cancelled after at least being able to speak from your own experience. You do not have the experience to speak so adamantly on these topics. "
I'm sure not sorry that I didn't give their "services" a chance. If I had I would've been charged even more money and likely would've had my items lost, damaged, stolen, or held hostage for more money by unscrupulous movers. Moving is a stressful enough process even when you're not dealing with things like this. I'm just glad I discovered this company's true nature in time to avoid further damages caused by them. After several interactions on the phone with ******* and others at America First and reading complaint after complaint online that detail the same consistent business practices I feel I do have the experience to speak so adamantly about this topic. Having your money stolen and realizing you've been scammed is a terrible experience and I wish I had never come into contact with this company but since I have I'll do little I can to hold them accountable and get my stolen money back.
"We have already touched on the status of your deposit. You were first offered $500 then $1200 even though contractually you were owed nothing. You refused both offers and we are now dealing directly with your bank. When you dispute charges with your credit card company, we have to submit all paperwork and policys (such as the cancellation policy) and the bank makes a decision on who will keep the deposit."
Your contract means nothing. It would not hold up in court as it is made in bad faith and judges tend not to like those kinds of obviously predatory agreements. It's funny that the company doesn't mention the fact that I offered to send an email confirming my willingness to cancel the dispute I opened with my bank if ******* (the supervisor) would immediately respond with a confirmation that upon receipt of the cancellation document that America First would refund me half the deposit. He outright refused to do that, and if you don't believe me, listen to your own phone recording of the conversation. That's when I knew any "offer" from America First was not to be trusted and from other complaints it seems they take the same tact with other customers as well, offering refunds they have no intention of honoring to get customers to go away. More cherry-picking lies from America First, when does it stop?
I am glad America First is annoyed by the paperwork they have to do as a result of my dispute. That's the least they deserve for what they're doing to people.
"At this time, it is out of our control. I do, however, believe America First Moving Group made a good faith effort to compromise with this customer. "
I'd laugh if what this company is doing weren't so awful.
Sincerely,

***********************
Initial Complaint
Date:12/21/2022
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.
A contract was signed for a move. When the driver showed up, he said the price would be double. We refused service, emailed in an official cancellation notice, stopped payment on credit card. Spoke with people in their office to come to a resolution including paying the binding estimate fee, but the person was uncooperative. After I said I would reauthorize the credit card payment, he said no, it would now have to be a check then told me to send a picture of my check instead of mailing it. I did not send a check.
Business Response
Date: 12/30/2022
Desired Settlement: Other (requires explanation) I would agree to pay the required fee for cancelling last minute if I get a resolution in writing & there will be no collections or arbitration.
America First Moving accepts the desired settlement from the above customer. An email will be sent, and I'm stating here; that although you forfeit your deposit, no further payments are due. Also, no previous balances with America First Moving will be sent to collection or arbitration.
Thank you again for doing business with us.
Customer Answer
Date: 01/03/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
When I receive something in writing from the America First stating that if I pay the Binding Estimate Fee of $1863.97; my account will be paid in full & closed & there will be no arbitration or collections, I will contact my Chase credit card to authorize that payment.
I will go on to say it still seems like a nice scam where the moving coming gives a quote, shows up & doubles the quote with moving lingo & cubic feet & so on & people either pay on the spot because they're in a bind or they don't & then forfeit their Binding Estimate Fee and/or are threatened with legal ************************. What a nice little easy way for this company to keep making money. This is not solely from my own experience, just read all the information about this company on the BBB website, & anyone will come to the same conclusion.
Sincerely,

*******************************
Customer Answer
Date: 02/15/2023
Here's the short of the incident. Through the BBB, I agreed to pay the moving company the estimated fee in exchange for sending me an email saying paying that money would have my account paid in full & my account & the issue would be closed forever. They never sent me that email, so I never authorized any kind of payment. My credit card company called me & said the moving company is disputing the issue because I refused service.

Here's what happened: I got a bid from them for $4000+, the mover showed up & said it would be double the price, I said no way; that's not what the written agreement said.
So here's their scam: give a written estimate, show up & double the price when most people are stuck in a tough situation & they will pay double the price. Or, like me, refuse the service & then they requirement the estimated fee because that's guaranteed & non-refundable. That's such a scam! They could do that all day long & never move anybody's stuff!

So, once again, if they send me an email & an invoice stating that paying that fee will close the case & my account is paid in full, I will pay it through my credit card. They have all my contact information.
Business Response
Date: 02/24/2023
*******************,

We have not only emailed you but also tried to reach out to you a few times via phone in regards to the matter with no response. Please contact our customer service department at ************. We would be glad to assist you and finish this for you.
Initial Complaint
Date:11/30/2022
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.
In July 2022, we spoke to ***** regarding a move to ** from OH. We gave ***** a full list of everything we would be shipping. Our quote was $2400. We gave a deposit of $803. When the move got closer (Oct) we were called to go over the inventory again, which was the same as the original list. We were re-quoted $8000. We are senior citizen on a fixed income, and we could not afford this. We tried to cancel and were told that we would lose the $803 deposit. We were then told they could lower the amount and came back with quotes that were still over double of what we were quoted. We ended up moving without our belongings as we are in no position to pay this, and we are now paying storage for our belonging in OH. We were also told that the original quote recording would be listen to and that would back up our list of items was the same and that we were mis quoted by *****. We have been offered $200 by the company and told that we would have a credit of $603 however we want a full refund since we were misquoted, And the credit will never be used as we would never use a company that takes advantage of people. My daughter called and was told they would consider a refund, but they never called us back. Then today she called back today, and they refused a refund.
Business Response
Date: 12/14/2022
Dear ****,
Our company has again thoroughly reviewed your file. You had an original reservation made with us on 7/21/2022. You spoke with our ******* Assurance agent on 10/12/2022 and you added more items to your inventory list. The purpose of doing this phone call closer to the move date is because a lot of things in most people's inventory could change between July and October. You then asked us to place the move on hold on 10/12/2022, which we did. You still have the credit of $803.00 for any future relocation you or your family members may have. You then requested us to review your file for a refund. A refund was offered to you on 11/04/2022 and you declined that offer. You are not entitled to anything back per the contract you signed with us on 7/21/2022. The offer was a good faith gesture. We will happily apply the credit you have on file to any future move. Below is a copy of your email requesting us to place your move on hold. Below that is our cancellation policy you agreed to and signed at time of booking.
From: ************************* <*******************>
Date: Wed, 12 Oct 2022 at 18:43
Subject: Upcoming move
To: <*********************************************************************>

Please postpone upcoming move scheduled for October 14/15 until further notice.
Thank you
*************************
Sent from my iPhone

Electronic Signature:
I agree and understand that by signing the Electronic Signature Acknowledgement and Consent Form, that all electronic signatures are the legal equivalent of my manual/handwritten signature. I acknowledge that AMVL Management has explained to my satisfaction all Statements, Terms, and Conditions in this agreement. I authorize all Payments defined in this agreement. I, hereby, confirm my signature on the following document. (PAYMENTS)
Document Emailed On: Thursday, 07/21/2022 07:40:47 PM (ET)
Document Signature Name: *******************************
Document Signature Email: *******************
Document Signature Date: Thursday, 07/21/2022 07:46:19 PM (ET)
Document Signature IP Address: 173.90.58.52
Internet Browser: Safari
RESCHEDULE/CANCELLATION OF SERVICE:
RESCHEDULING YOUR MOVE DATE MUST BE SUBMITTED IN WRITING TO ********************************************************************* AT LEAST 10 BUSINESS DAYS PRIOR TO YOUR FIRST MOVE DATE IN ORDER TO AVOID A MINIMUM RESCHEDULING FEE OF $500.
CANCELLATION OF YOUR MOVE MUST BE SUBMITTED IN WRITING BY EMAIL TO: *********************************************************************
ADMIN/BOOKING/ORIGIN FEES ARE USED IMMEDIATELY UPON RESERVATION TO SET-UP THE LOGISTICS OF THE MOVE AND ARE NOT REFUNDABLE FOR ANY REASON.
CANCELLATIONS RECEIVED VIA EMAIL WITHIN 72 HOURS OF THE INITIAL RESERVATION, WILL RECEIVE A 100% REFUND OF THE BINDING ESTIMATE DEPOSIT. (minus a 5% merchant Fee) CANCELLATION OF SERVICES MORE THAN 72 HOURS AFTER THE ORIGINAL (FIRST) DAY OF RESERVATION OR WITHIN *********************************************************************************************************************** THE ADMIN/BOOKING/ORIGIN FEE. FULL REFUND ONLY APPLIES TO THE ORIGINAL (FIRST) BINDING ESTIMATE DEPOSIT, ADMIN/BOOKING/ORIGIN FEES AND ADDITIONAL FEES ARE USED IMMEDIATELY TO PROVIDE SERVICES AND ARE NOT ELIGIBLE FOR A 100% REFUND.
IF YOU HAVE PAID FEES AND OR DEPOSITS THAT ARE NOT ELIGIBLE AMERICA FIRST MOVING SERVICES WILL PROVIDE AN IN-HOUSE CREDIT FOR THE ***** AMOUNT YOU PAID TO BE REFUNDED. THIS CREDIT CAN BE USED TOWARDS A FUTURE MOVE WITH AMERICA FIRST MOVING FOR YOU OR YOUR FAMILY MEMBERS WITHIN 12 MONTHS OF YOUR ORIGINAL MOVE DATE.

Customer Answer
Date: 12/15/2022

Complaint: 18476322

I am rejecting this response because:
I was told by *** that the only way I would receive a refund is to put on hold and that I should send the email. Im am not going to be using your services and was told that your company would refund the money to me as someone was going to listen to the recording of ***** where I gave him all the the moving details when I was given the quote to prove that the quote was based on all the same amount of belongs to be moved and that total was tripled. Being a senior on a fixed income I can not afford 8k when I was quoted **** and nothing changed or was added to my move. ***** made a mistake by not listing everything I didnt catch it. Either way I dont want a credit as I will never use your company due to this issue. I like like a refund. We will never use this company due to the deceptive way things were handled
Sincerely,

*************************
Business Response
Date: 01/05/2023
****,

After reviewing our call records it has come to our attention that there were several items that were added to your inventory list. On 10/10/2022 you had a call to update a few things regarding your delivery address for the storage as well as giving *******' number who would be there for the delivery. You mentioned that there were miscellaneous items that needed to be added to the inventory list such as: boxes, totes, chairs, tvs and lamps. These were items that you named off that would need to be added to your estimate but that you didn't have the exact count of them just yet. ****** assured you that it was okay because you would get a ***************** call reviewing your inventory a few days prior to ensure there were no surprises on the day of pick up. A couple days later on 10/12/2022 our ***************** team got in contact with you and reviewed your estimate with you. At that point you added almost 3 times the amount of items to your list. You had 6 items totaling 30 pieces and went to 25 items totaling 117 pieces. The new estimate with all the extra space that would be needed was not something you could afford and chose to cancel. We tried to help you with the price and complete your move but you did not accept. Even though the contract that you signed clearly states you only have 3 business days to cancel your move to receive a full refund, we tried to offer you a partial refund of $200 which is 25% of your initial deposit. Leaving the remaining amount to stay on your account as a credit for any future dated moves for yourself or family. Again this is not something we have to give but offered to you with good intentions but you declined. Our offer *** still stand if you would like to move forward please give a call to our *************************** at ************ so we can discuss.
Initial Complaint
Date:11/24/2022
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.
10-8-22: Talked with *************************. I told him I moved the year before and used 1.5 26 trucks. We went over inventory for 1+ hours. His inventory list was correct for a price comparable to other quotes. He promised me I wouldnt pay crew directly, only Americas First. He promised an ***** move and gave me "his cell" to find out my carrier in early November. When I texted him, he told me to call customer service, who told me carriers ***** assigned until the day before the move.11-17-22: Spoke with ***************** for QA. *** said **** had listed cubic feet of 1/2 a truck. I requested an entire 26 truck. We reviewed inventory for 1+ hours. *** revised my estimate (increasing cost 33%). He then said he could knock down some of the price if I could shave off some items, and I said no, I need the whole truck. I was told I needed to pay the drivers directly on pickup/delivery. *** told me **** doesnt know what hes talking about. He assured me that, because my move was a straight shot, the carrier would take cards or Venmo.11-20-22: I was told my move would not be on the 21st.*****-22: At 5PM I was told my pickup would be ****AM. I was finally told my carrier, told they only accept cash or money order. I was told *** had listed the cubic feet of only 3/4ths a truck.They called back later to switch my window to ****. At 2PM I was called and told 4:15. At 4:45 the crew arrived with a truck that appeared half full. They immediately told me they couldnt fit my inventory on this truck and that Americas First always incorrectly lists cubic feet to give lower quotes and win contracts. They said they could fill this truck up, deliver it, come back, get the rest, and deliver it, for 3x my original estimate.I told them I couldnt afford that, and to take as much as they could, which they did, and it was delivered. I am now faced with several thousand dollars in additional costs and several days of driving/moving. I am delaying the close on the sale of my house.
Business Response
Date: 12/01/2022
To whom it may concern,
First, I would like to address the issue of cost. I have attached two of your estimates with Americas First Moving. On your initial estimate you listed 92 item, and all 92 items are accounted for on your estimate. This estimate was signed and dated from your IP address, implying you agree with the space reservation as well as the accuracy of the inventory list. After reserving, every customer goes through a verification process on a recorded line where they are asked, to the best of your knowledge, is this inventory accurate? All customers must answer yes, otherwise they are transferred back to their sales representative and payment is not taken.
When the customer was concerned about space, a quality assurance manager re-did the estimate. The new estimate listed 152 pieces. Both estimates are attached, and both were signed electronically.
The same estimate I am referring to clearly goes over payment method and what payment method is acceptable and not acceptable. This is also addressed in the verification call mentioned above. Americas First Moving sends a pick up email to every customer a day or two before their pick up, reminding them how to pay, what to expect, and providing phone numbers to call if any issues arise during the time of pick up.
Credit cards are never accepted on 49 mile moves, because it would take the merchant longer to clear the payment then it would take for the customer to be delivered. If the customer is delivered and somehow the payment does not go through, rarely can we reach the customer after the fact to collect payment. Unfortunately, for this reason, we can not take credit cards on low mileage moves. Venmo, however, is perfectly acceptable and a method of payment the customer could have used.
I do apologize on behalf America First Moving for the delay in the pick up time. Although all pick up windows are only estimates, we understand how stressful moving is and how important it is to make the experience go smoother for you, not vice versa. If you reach out to the customer service phone number, we can definitely talk about compensation for the delay. Late pick *** contractually do not call for a discount, but in good faith we do want to ensure customer satisfaction and make sure youre not leaving this experience with a negative view of our company. A full refund will not be possible because of our overhead and the costs we incur to provide this service, but we can definitely discuss a discount.
I apologize again that you were unhappy with our service. I look forward to speaking with you.

Customer Answer
Date: 12/06/2022

Complaint: 18459157

I am rejecting this response because:
Your representatives did verify the inventory. While the written inventory is reasonable, the math used to derive cubic feet is grossly incorrect. I emphasized repeatedly that I moved the year prior and required the space on one-and-a-half 26 trucks. We discussed that I was moving a family from a 4-bedroom house.
In my initial booking, I was misled into believing that a similar amount of space was being reserved. As I am not a cargo/transportation professional, I did not know (at the time) that the cubic feet listed on the quote was equivalent only to approximately half of a single 26 *********% of the space your rep told me I was reserving.
In the second (QA) call, I refused the initial lower quote offered, saying I needed an entire 26 truck at minimum. Your rep confirmed that he was booking an entire truck for me, then proceeded to only book 75% of a single truck.
The move was actually 72 miles, not 49. Venmo was absolutely not an option, as per several conversations I had with ***************************** (via telephone and email) on Monday, November 21st.
Beyond erroneous space estimates, your first representative lied about pickup and delivery dates (saying the two dates listed in the window were actually the pickup day/delivery day), when a regional crew would be assigned to my move, who I would be paying, and through what mechanism I would pay.
Your second representative, in addition to blatantly lying about the space I was booked for, made the same claim about credit cards/Venmo etc, which is false. I would suggest you discuss this with ******** and ********* in your office, as payment options are carrier dependent.
I called your customer service line yesterday and spoke with *******, who told me he would review the case and get back to me. I look forward to reaching a mutually beneficial resolution, and will update this conversation accordingly.

Sincerely,

***********************
Business Response
Date: 12/15/2022
Dear *****,
Our system bases the space off the inventory provided to us. We do not calculate space off you telling us a 26' ft truck is needed. Payment options are also dependent on the carrier. Therefore, we tell all of our customers to pay by cash or certified funds for pickup and delivery. You were sent an email with this information prior to your pickup. Your window for the pickup is a two-day window per the ****************************. Pickup and delivery time frames are estimated times of arrival and are subject to change in case of any unforeseen circumstances. Both the contract you signed with us, and the movers go over all of this. If you wish to come to a resolution, please call our customer care team and we will try to help you.

Customer Answer
Date: 12/29/2022

Complaint: 18459157
As per my previous communication, I have reached out to your ************* line and was told my file would need to be reviewed and I would be getting a call back.

I am still waiting for anyone to contact me. In the meantime, I have filed an additional complaint with NAOPM regarding America First and with CSI as per the Bill of Lading.

Of note, the Bill of Lading reports charging me for **** cubic feet. However, the carrier arrived in a standard 26' truck from Enterprise with a total capacity of approximately 1680-1700 cubic feet. The truck arrived from an earlier job already carrying cargo in excess of 90 cubic feet.
I would appreciate a call back from ************* to discuss the discrepancies in our verbal communications, the estimate, and the cubic feet calculation and charge on the Bill of Lading.
Business Response
Date: 01/05/2023
*****,
We have reviewed your account more thoroughly and listened to every call we have had with you. As a courtesy we wanted to help out due to the fact that the carrier was delayed on your pick up time. This was not something we had to do but offered in good faith as your moving coordinators. Your first complaint lists several reasons as to why you were unhappy with our services. However once we listened to the phone calls it is very apparent you are not being honest and twisting the actual conversation to appease your narrative. We believe you when you say that you mentioned it took one and a half 26 ft box trucks for your very first move to NE. But you leave out the part where you also state that you have gotten rid of items since moving and have not acquired anymore items. Your original inventory had an estimation of **** cf which is almost 75% of a 26ft box truck. When your revision took place and you added additional items (from 92 pieces to 140 pieces) you were given a new price that you were comfortable with and agreed to having a single 26ft box truck and reserved **** CF. You mentioned again that you had gotten rid of a number of items and believed you would not need a second truck even though it was offered to you. The fact there were 90 cf of someone else's items on the truck is fine because you didn't reserve a full truck. There are many inconsistencies in the statements that you are making about our company. There were numerous calls where any confusions that *** have occurred were completely cleared up with you. As far as any overages on your move we have requested paperwork from the carrier that shows they had only charged you for the quote that we created for you. If there was an instance where you experienced any onsite issues we show no records of calls or notes made on your file saying such things. We are your moving coordinators and would have helped with any issues you were having but we didn't receive any calls during the time of loading. The only time our company heard from you after your move was through the BBB posting a complaint and then a phone call to us requesting info on who responds to it. We wish you would have reached out to us directly to help you but you did not, rather you have only left negative remarks and defamatory comments of our company. Again, we are here and happy to help with any and all questions you *** still have as well as discuss compensation for any misunderstanding there *** have been. We tried to reach you prior to responding but your phone seems to be going straight to Voicemail. Please call ************ to discuss when you can.
Initial Complaint
Date:10/21/2022
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 was not advised that America first moving would not be the company doing the move that they are brokers. I agreed to an allotted amount of space which they more than doubled the day prior to pick up as well as tripling the price. When I received my furniture they broke the legs off of my dining room table, I have no power cord for my TV, the hardware was nowhere to be found for several of the items they dug that out of the bottom of the truck. They broke a shelf they have squashed my lampshade. And the driver tells me call the company the company says get estimates and take pictures. No one seems to want to deal with the issue.
Business Response
Date: 11/04/2022
We know how stressful moving can be but, we would never intentionally lead you to believe we were a carrier. Prior to your pickup date, we contacted you for your final quality assurance to try and limit any unexpected changes in price. The price increase was due to additional items you wished to transport. When we received your notification regarding your broken items, we sent you a claims email. This email included a detailed list of items you would need to file a claim with the Carrier Agent. We are here to help and see this through. If you need any additional information our customer service team is available.
Initial Complaint
Date:10/08/2022
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.
On September 20th I called America First because of their 4.9 star rating on ******* I spoke to ***** at the company who is very accommodating and booked our move. He neglected to tell us details about the company who was coming to pick up our items We paid America First $1,215 to book the move.. On September 22nd late at night The truck arrived And we were expected to pay another $660 to luxury Logistics. Three non-english speaking gentleman arrived they basically shoved a contract under our noses in a dimlet garage and an underground parking at our condo. We were not explained what was in the contract. They took our things and basically drove them to a warehouse awaiting to be loaded onto a truck. ***** from America First never told us that we had to wait for the truck to be filled before they were transported to our location. When attempting to call several times ***** was never available on an employee there spoke to us and basically said that she has no idea when are things would arrive. My husband is a disabled veteran who had sensitive papers unfortunately packed in the boxes that luxury logistics held. We hold ***** responsible for everything not seeing this through. My husband sent him several emails voicemails there is no return call or no response. Upon delivery of my items the drivers were explicitly told not putting my things up in an elevator otherwise I would have to pay an additional $300. Luxury Logistics also charged us an additional $700 because they said the streets are too narrow in ******* to accommodate a large moving van. ***** who's headquarters is in *************** knew this never shared that information with us. This is a complete scam they took our money which was $3,200 in the end The truckers basically left or items near the elevator where we had to load a dolly to bring it up to our condo and unloaded ourselves. The truckers were very apologetic and they said that they were just taking orders. First America is a scam .
Business Response
Date: 11/04/2022
We take great pride in being as transparent as possible with our customers and doing business the right way. ***** spoke with you in great detail explaining that the $1215 was your initial deposit to set up the logistics of your move. The remaining balance of $1320 would be broken in half which was $660 on pick up and $660 on delivery. The additional amount of $665 that you had to pay was unfortunately, unforeseen. We can assure you that we are not a scam. Your items were picked up and delivered safely to you all while under watch for Hurricane Ian.
Customer Answer
Date: 11/08/2022

Complaint: 18185404

I am rejecting this response because:
Please know that your response is full of lies. The conversation consisted of ***** explaining the initial cost of $1,215.00 as a deposit to ensure our move. He also explained the two separate payments of $660 on pick up and an additional $660 upon delivery was expected. What he failed to explain is that he would be farming our move to another mover. In fact his exact words were "oh this is perfect as *************** up on ** which would be used for your move" We were under the impression that he had an other branch of America First up in ** . ***** also stated that he was completely familiar with our residence in *************** *** as his company was not far from where we live. So we ask this...... if ***** was so familiar with our area, why didn't he advise us that it would be a problem getting an 18 ******* into our complex. Why didn't he advise us that we would be charged and additional $700( NOT $665 as you listed in your response) for placing our belongings onto a smaller truck. Why didn't he explain that upon arrival that the movers could possibly refuse to bring our belongings up in the elevator unless we paid an additional $300 ? (which they tried to charge us) The word WE indicated to us that it was America First, not another company. THERE WAS NO MENTION DURING THE ENTIRE CONVERSATION ABOUT A THIRD PARTY INVOLVED. He also said we would receive our belongings in two to three days. Lie # 1. Lie # 2 is that our items were delivered after hurricane **** NOT during. Lie # 3 is that he never discussed our belongings were going to be dropped off to a warehouse and held until a truck was available. Lie # 4. In fact i he stated that the total amount charged would include the movers bringing our belongings which consisted of 37 extra large rubbermaid containers, luggage , beach chairs and three clothing bag would into our Condo. This did not happen. We tried to contact ***** several times and left several messages communicating our concerns as it was past the "two to three days" of our receive our items had long passed. ***** you NEVER returned our calls. I have read several complaints regarding this company and we are not alone with the **** America First has put other people through. ***** and First America took total advantage of us ( senior citizens and and a disabled veteran who just had open heart surgery). America First took our $1,215.00 and scammed us totally. We intend to tell everyone we know to be aware of companies like yours.

Sincerely,

*** And ***************************
Business Response
Date: 11/17/2022
Mr. and *****************,
I would like to start with America First Moving is not a scam and we kindly ask that you come to an end with those statements. Our contract clearly states that we are a licensed moving broker.

- AGENTS: AMERICA FIRST MOVING SERVICES INC IS A PROPERLY LICENSED INTERSTATE MOVING BROKER WHO WILL COORDINATE, ARRANGE AND TRANSFER THIS BINDING ESTIMATE TO THE CARRIER AGENT FOR THE TRANSPORTATION OF HOUSEHOLD GOODS BY AN FMCSA AUTHORISED MOTOR CARRIER AGENT AS PER THIS BINDING ESTIMATE.
-Electronic Signature:
I agree and understand that by signing the Electronic Signature Acknowledgement and Consent Form, that all electronic signatures are the legal equivalent of my manual/handwritten signature. I acknowledge that AMVL Management has explained to my satisfaction all Statements, Terms, and Conditions in this agreement. I authorize all Payments defined in this agreement. I, hereby, confirm my signature on the following document. (PAYMENTS)

Document Emailed On: Tuesday, 09/20/2022 01:20:39 PM (ET)
Document Signature Name: *******************
Document Signature Email: *****************************
Document Signature Date: Tuesday, 09/20/2022 01:27:02 PM (ET)
Document Signature IP Address: 69.113.66.69
Internet Browser: Chrome

We work closely with a vast network of carriers throughout the country. Therefore when your agent told you "oh this is perfect as *************** up in ** which would be used for your move" it meant we had a carrier that would be a perfect fit for your relocation needs. Your agent is more than familiar with the *************** area since our headquarters are there but that does not mean he knows everything about the complex youre moving into. We also mentioned the need for a shuttle service was a possibility on a phone call we had with you on 9/26/2022 before your delivery. We asked you if a semi could access your building and your response was it would be a challenge for them. There was also a hurricane. No shipping company will load a truck and head into a hurricane. When the hurricane was over you were delivered within days. Our contract stayed true to the costs that we had estimated for your move besides the extra services that were needed for the shuttle service and or elevator usage upon your delivery. You had a choice as a consumer if you wanted to pay for the additional services or not and you chose not to. The shuttle fee includes the cost of labour for moving your goods from one truck to another in order to deliver into your complex. As far as your delivery dates your move could have been completed in the 2-3 days, however you stated you could not receive anything prior to the 25th. When there is a date entered as to when you can or cannot receive your belongings your delivery ETA starts from that specified date and is no longer a straight delivery. This is to ensure our carrier's drivers do not show up to a home when no one is there. Whether you spoke with the agent directly or not, our company has taken your calls and have always responded to you. So much so that as a good faith gesture we even offered you a refund of $200 to offset some of the additional costs. This is not something we needed to do but was offered to help you and your family. You did not accept that offer either. We are sorry there were unpredicted circumstances during the course of your move and we have tried to make it right. We wish you all the best of health and hope you're enjoying your new home.
Customer Answer
Date: 12/01/2022

Complaint: 18185404

I am rejecting this response because:
You offered $200 only if we retracted our statements to clear your name. My statements were correct and you basically bribed us for the exchange of $200. You scam people and I was not going to retract any statements.
Im not going back and forth with you. Your statement is full of lies.
I stand by my statements.
Sincerely,

*** And ***************************
Initial Complaint
Date:09/19/2022
Type:Delivery 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 used America First Moving Services, whose quotes and services provided continued to change from the initial contact through my items being delivered. At the time of pick up, the driver informed me that he was able to set the rules regarding space, packaging, and price and that the people from American First Moving Services were only brokers. At this time August 2, 2022, I called and spoke with ******* who informed me to document everything and to contact the service center via email at ********************************************************************* at that they would contact the drivers in regard to having to get rid of personal items due to reported space and the increase in prices that did not match the space used. I emailed both the ********************************************************************* as well as ********************************************************************** who was assigned as my contact person on 8/16/2022 and 8/28/2022 with no response. while dealing with the company they were quick to change the cost of items and when have a different person respond each time inquiring about the changes, who reported that they did not know why there would have been adjustments. Additionally, during the initial contact I was informed that there was a truck that was already in my region, Kansas, and was in the process of heading to ********. This was also a lie. The company that picked up my items informed me that they would take my things and place them into a different crate which would be added to a truck full of other items heading to ********. However, the driver that arrived with my items reported that there was nothing else in his truck and that my things were the only things that were being delivered (leaving plenty of room for my other items). Upon delivery a lot of my boxes and crates were crushed and covered in soot. additional payments were made to MAXIM of $1087.86 and WISAN of $1012.00. this does not include payments to American First moving Company
Business Response
Date: 09/20/2022
To whom it may concern:
I am going to organize and address all of these concerns. At the bottom, I will attach the electronic signature(s) from the customers on our estimate, as well as the date(s) signed and the ** address from which the signature came from.
1.) The driver does not "set the rules" regarding any of the things mentioned by the customer. Built into our estimate is a rate per cube that is binding and can not be changed. If any packing is added with us, the driver has to abide by our packing prices. If it is added the day of pick up they reserve the right to go by their rates based on their legal tariff. To provide background knowledge, as shippers, we are charged a rate per cube for anything shipped over state lines. The customer's rate was $5.00 a cube which means the carrier pays anywhere between $4.25 - $4.50 a cube to ship.
2.) Below is the clause in our estimate stating that we are a broker, and the rules carriers do and don't have to abide by. This proves that she was not lied to, and all of this information was in the signed and agreed to contract.
AGENTS: AMERICA FIRST MOVING SERVICES INC IS A PROPERLY LICENSED INTERSTATE MOVING BROKER WHO WILL COORDINATE, ARRANGE AND TRANSFER THIS BINDING ESTIMATE TO THE CARRIER AGENT FOR THE TRANSPORTATION OF HOUSEHOLD GOODS BY AN FMCSA AUTHORIZED MOTOR CARRIER AGENT AS PER THIS BINDING ESTIMATE. UPON TRANSFER THE CARRIER WILL TREAT THIS BINDING ESTIMATE AS THEIR OWN. THE CARRIERS CHARGES ARE DETERMINED BY ITS PUBLISHED TARIFF. ALL ESTIMATED CHARGES AND FINAL ACTUAL CHARGES ARE BASED UPON THE CARRIER'S TARIFF WHICH IS AVAILABLE FOR INSPECTION FROM THE CARRIER UPON REASONABLE REQUEST. AMERICA FIRST MOVING SERVICES PROVIDES ADMINISTRATION, LOGISTICS, CUSTOMER SERVICE AND ADVOCATES ON BEHALF OF THE CLIENT TO SERVICE THE CLIENT. AMERICA FIRST MOVING SERVICES DOES NOT PACK, PICK-UP, TRANSPORT, DELIVER OR INSURE A CUSTOMERS HOUSEHOLD GOODS AND THEREFORE IS NOT LIABLE AND CANNOT BE HELD LIABLE FOR ANY DAMAGE TO OR LOSS OF ANY OF THOSE ITEMS. Additionally, unless you purchased an exclusive use of the Vehicle Option, it is standard practice for items to be or offloaded, temporarily stored, consolidated with other shipments and reloaded onto a different vehicle than the one that performed the pickup.
3.) As previously mentioned, shippers are also charged a rate per cube for the size of any load. Meaning: however much space the customer takes up in the truck is adjusted at the rate per cube. On the estimate, there were 22 items/82 pieces, and on the Bill of Lading which I have requested and will submit, there were far more than this amount of items. Here is the correlating clause:
This BINDING ESTIMATE is based upon your description of the specific items to be moved and services ordered described above. Your estimated price is guaranteed not to change unless you order additional services, add additional items to be moved, or additional weight or cubic feet to be moved which are not listed on the estimate. This document is an estimate only and not a contract; it is only binding for the specific services and items listed herein; any deviation of the services listed and ordered will result in a new estimate being issued. In such cases, a revised written Binding Estimate must be executed prior to any services being performed. The Estimated Transportation Cost is BINDING based on the total Cu. Ft. (Volume Amount) provided by you prior to move date. Your Responsibility is to make sure that all boxes and fragile items are packed, boxed up and ready for pick-up unless noted differently on this Binding Estimate Cost for Service. This estimate covers only the articles and services listed. This Binding Estimate will control this shipment and its terms and charges.
This also addresses the point that there was space leftover in the truck when she was delivered. Respectfully, if the space wasn't paid for by her, it is not hers just because it is left over.
4.) ***** is a quote builder and spends the entirety of his day taking inventory lists from people and assigning them a rate per cube based on the volume and states. America First Moving has a ************************************************************* have so much as a missed phone call. Every customer is provided this number.
5.) Damages are all handled through the carrier. I will attach this part of the estimate as well. ************** is the phone number the customer has been provided in order to be compensated for damages or www.movingclaims,net
LIABILITY: America First Moving Services INC is not responsible for loss or damage to transported property by the Carrier Agent. The Carrier provides two valuation options: Limited liability and full replacement value (FVP). Both plans cover furniture and boxes packed/unpacked by the Carrier Agent. We suggest you purchase third party insurance to protect your property. Please read carefully before making your selection. Subject to the minimum valuation of $0.60 per pound per article and in compliance with and subject to the provisions of 49 CFR Section 375.701(a), Carrier Agent cannot control whether proper packing methods are used by shipper, therefore on boxes packed by the owner as well as pressed wood (particle board) furniture, fragile or brittle items such as glass, china, ornaments, etc.; liability is limited to $0.60 per pound per article. Carrier Agent has the right to inspect and repair any alleged damage. Consumer shipper waives all claims and American First Moving Services *** nor the Carrier Agent is not liable or negligent for any damage to the interior or exterior of any residence including, but not limited to walls, floors, ceilings, stairs, banisters, carpets, plumbing, doorways, driveways, walkways, landscaping, etc. In addition, America First Moving Services INC and the Carrier Agent is not liable for and accepts no liability whatsoever for firearms, jewelry, cash, bank notes, any financial instruments, hazardous materials, liquids. America First Moving Services INC also ensures Motor Truck Cargo Legal Liability Coverage in an amount of up to $100,000.00 per occurrence per incident.

Customers first signature:
Electronic Signature:
I agree and understand that by signing the Electronic Signature Acknowledgement and Consent Form, that all electronic signatures are the legal equivalent of my manual/handwritten signature. I acknowledge that AMVL Management has explained to my satisfaction all Statements, Terms, and Conditions in this agreement. I authorize all Payments defined in this agreement. I, ******, confirm my signature on the following document. (PAYMENTS)

Document Emailed On: Tuesday, 07/26/2022 12:39:28 PM (ET)
Document Signature Name: *******************************
Document Signature Email: ********************
Document Signature Date: Tuesday, 07/26/2022 12:46:38 PM (ET)
Document Signature ** Address: 66.210.30.2
Internet Browser: Chrome

Customers second signature:
Electronic Signature:
I agree and understand that by signing the Electronic Signature Acknowledgement and Consent Form, that all electronic signatures are the legal equivalent of my manual/handwritten signature. I acknowledge that AMVL Management has explained to my satisfaction all Statements, Terms, and Conditions in this agreement. I authorize all Payments defined in this agreement. I, ******, confirm my signature on the following document. (PAYMENTS)

Document Emailed On: Saturday, 07/30/2022 01:12:34 PM (ET)
Document Signature Name: *******************************
Document Signature Email: ********************
Document Signature Date: Saturday, 07/30/2022 01:15:04 PM (ET)
Document Signature ** Address: 98.186.169.229
Internet Browser: Chrome
Customer Answer
Date: 09/29/2022
From: ******************************* <********************>
Date: Wed, Sep 28, 2022 at 9:07 PM
Subject: reject response ID# ********
To: *************************************** <***************************************>

Anouska D,

My rejection to the companies response was not allowing my to proceed online. My response is below. I have also attached the documents that were signed with the driver before additional changes to what when on the truck were made.
I do not agree with the information provided by the respondent from American First Movers. My comments to his response are organized by his numbering system.
The rules that the driver was talking about was price related to what he felt needed to be wrapped better (these items did not go on the truck) and the number of stairs in a flight. Per the drivers report and paperwork a flight of stairs was 7 verse the 12 that was discussed in detail with ***** and *******. When pointing out this discrepancy the driver said the American First Movers do not make any of the abiding rules. If this is not the case, this driver should be looked into to prevent other customers from having similar problems. As for the wrapping of the microwave (again did not go on the truck) it was on the discussed prior to the move and was on the estimate.
In their response, AMERICA FIRST MOVING SERVICES PROVIDES ADMINISTRATION, LOGISTICS, CUSTOMER SERVICE AND ADVOCATES ON BEHALF OF THE CLIENT TO SERVICE THE CLIENT. During the chaos of the moving day when I was told that items that were already accounted for and tagged would not fit on the truck, forcing me to choose what items to leave behind (the jewelry box, fan, and a humidifier) I called and spoke with ******* who told me to report my experience with any possible photos and that they would look into it, and if there was a change that they would fix the problem with the change in cost. The line from them was that they would advocate, on the phone he told me they would investigate on my behalf; in reality, they had my money and no longer needed to pretend that they cared.
Again, I was informed by ***** that this price could go up or down depending on the amount of items that was added or removed from my move. From the last estimate and what did not fit on to the truck included the jewelry box, fan, suitcase, gardening tools, drawers, empty crates, and a humidifier. There were far fewer than 82 items that was mentioned in their response. The documents that we completed with the driver (attached) only lists 75 items. Further, some of the items listed did not go onto the truck due to the report lack of space. The 75 list is also more than what was unloaded. I itemized all items that were delivered and there were only 62 items ranging from boxes, crates, 1 bag, and other items such as a vacuum, snowboard bag, and a small space heater. So, if the case is that the price will only increase, be honest and tell customers that information. To the comment that addresses the point that there was space in the truck when she was delivered. Respectfully, if the space wasnt paid for, it is not hers just because it is left over. I was not offered this space to even pay for. Actually, based on the fact that the items that were on the last estimate were not able to fit means I did pay for that space. I was told by the driver that there was no way that all my prelisted items would fit. Making me choose between by dining room table or my humidifier, jewelry box and fan. When informed with this information, ******* reported that having space on the truck should not be an issue.
I did not report that people did not answer when I called. Every time that I called, I spoke with a different person and received a slightly different story. When I initially set up the move, I was told by ***** to contact him if I needed anything. I did not get any response throughout this process, even when texting him and emailing him directly.

Please confirm that you received this information and if I need to do anything else at this time.
Thank you,

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

Sent from Mail for Windows
Business Response
Date: 10/01/2022
I do not understand the rejection based on not being able to proceed online. Please respond with further detail so I can address your concern. With regard to the paperwork from the driver, please see the inventory attached. There are 147 pieces on the inventory list done at the time of pick up. I have copy and pasted the list of 82 items that were given to us by the customer at the time of reserving her move. I will also turn her signed estimate into a PDF document and attach it as proof of every bullet point the customer disagreed with. In the previous response, I had already copy and pasted each correlating clause so they did not have to be searched for, but I will provide the official document now. This document will also show the inventory list I have submitted below, and you can compare to the list the customer submitted, proving she added 65 items to her move. Again, shippers and customers are charged a rate per cube for volume utilized. 65 extra items, adjusted at the signed and agreed to rate per cube (also in attached file) explains the reason for the additional cost.
I believe the only other complaint at this point is damages. The customer has still not taken the steps to follow the proper procedure to get compensated for damages because she is hoping to negate the process and be compensated directly through us instead of the insurance company. Like car insurance or any other insurance, payment does not come directly from the other party but from the insurance company. Once a claim is filed, she will be compensated accordingly for any damages.
Article List Volume By Cu. Ft. 22 Items, 82 Pieces
Qty Items CuFt **
1 12X12 CHEST 5 ?
1 BED, QUEEN (WITH MATTRESS) 65
26 BOX, MED. PBO 18X18X18 78
7 BOX, MED/LG PBO 18X18X24 35
20 BOX, SMALL PBO 12X12X18 40
2 CHAIR, FOLDING 4
1 CRUTCHES 2 ?
1 DEHUMIDIFIER 5 ? Qty Items CuFt **
1 DINING TABLE 30
1 EMPTY BIN 10 ?
1 HEATER 3 ?
1 KEYBOARD/BENCH 10 ?
1 MICROWAVE, STANDARD 5
1 PICTURE 1 ?
3 PLASTIC BIN, *** 21 Qty Items CuFt **
6 PLASTIC BIN, MED. 30
1 PLASTIC DRAWERS 5 ?
2 SNOWBOARD 10 ?
2 SUITCASE SM. 10
1 TABLE, FOLDING 7
1 TOOLS GARDEN 5
1 VACUUM CLEANER 5
Customer Answer
Date: 10/13/2022

Complaint: 18046634

I am rejecting this response because:
I dont know why they are able to state that an estimate is not set in stone, but when I state that I removed items from the list prior to the movers arriving and that some of the items did not go onto the truck after the driver took inventory due to the driver stating that there was no space they refer back to an estimate. Additionally, it was mentioned that the documents the driver provided American First Movers had a total of 147 items. Yet, the documents that I signed before the truck was loaded only has 75 items listed. Thus, this should be evidence that the driver that they contracted was lying about what end up on the truck. I have been communicative since the first obstacle when, on moving day, I was told that not all the items that were on the estimate were going to fit onto the truck.Additionally, I would like to know if there were to be a decrease in items,which there was, would I have been granted the reduction in cost that I was told I would be eligible for when I spoke with ***** two days prior to the pickup.
In response to the itemized list again. * Noting items with a question mark:
*The 12x12 chest was a jewelry box that I chose to substitute with the humidifier (not dehumidifier) to allow for space for my dining room table, thus this was not on the truck.
*The crutches were on the truck; these are crutch dont know how to explain that any further.
*It was a humidifier not a dehumidifier and this did not go on the truck due to space for the table.
There were no empty bins that were taken to save space
*The heater is a small space heater and was on the truck 7x5x25 inches (.50 cubic feet)
*Keyboard and bench were in 2 boxes and were on the truck. Keyboard 17x7x46 (**** cubic feet), bench 12x5x26 (**** cubic feet)
The microwave did not go onto the truck as the driver quoted $150 to wrap it for shipping
* Picture- this was a corkboard and did not go onto the truck as it was going to cost to wrap it with special material
*Large bins are 24x12x14 (**** cubic feet) each, total of 3 large bins
* Snowboards there was only 1 travel bag with a snowboard inside.
Suitcase- there was only 1 carry-on sized suitcase that went onto the truck. The other suitcase traveled with us in our car- only 1 listed from the driver, as there was only 1 not 2 on moving day
There were no gardening tools in the truck- this was not there on moving day and is not on the list from the truck driver

Additionally, I would like to see this itemized list with 147 items that was provided by the driver to American First Movers.
Your first sentence, I do not understand the rejection based on not being able to proceed online. Please respond with further detail so I can address your concern, was that the BBB website was not processing my information. Thus,I sent my information and supporting documents via email.
Lastly, why have I not filed a complaint for damages? I cannot trust that it will go anywhere as I was promised on 8/2/2022 that they would advocate on my behalf. Since then, noting but problems and varying story with no documentation besides the one estimate from before the driver arrived.

Sincerely,

*******************************
Business Response
Date: 04/01/2024
Hi ********,
For starters I'm so sorry that you had the experience you had with your carrier as well as America First. My apologies on time frame of letting this fall behind as well. I would like to offer you a $500 refund which I will send out as soon as you give me your current address. I know this doesn't make up for the stress and headache we may have caused but I hope you you can accept this as a gesture of good faith.
Hope to hear from you,

Best **************************** Team
******************************************************************
**************

Customer Answer
Date: 04/10/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I know that there was a discrepancy of the moving truck lying and saying there was not enough room for (12x12 chest, Microwave, Corkboard, Plastic drawers, Suitcase, Shovel/garden tools). however, i do not know, nor want to take time, to calculate the cubic feet to equate the cost.

my address is:
1 ***********. apt B1
********* **. 21234
Cell number: ************

Sincerely,
*******************************
Initial Complaint
Date:08/30/2022
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.
I signed with this moving company after being provided incorrect information, including pickup date (I was told 9/1 AM - they say it's a three day window), refundable deposit (not true), they coordinate storage at a public facility, I keep the ******** would be ~$180 month with 30 days free (if I store at public storage, they won't move it out - i have to store at their facility which is 3x the cost, 30 days free only at their unit too), move out of storage, they'll pick up my stuff and move into my new apartment and that completes the move (they will only do this if I use THEIR storage for $380+/month and do not have access to my stuff while there), all furniture disassembly and reassembly (only with a screwdriver). These calls where I was provided wrong information were recorded and the company agreed I was provided wrong information. But they refuse to follow through with the promises that were made to me citing my contract's fine print. I was asked to sign the contract and pay the deposit while on the phone with the sales person and had no reason to think he was providing me wrong information. I clarified several points in question and he gave me blatant wrong info. The moving company tried to penalize me for this (saying I needed to pay to adjust the contract dates when I was simply asking them to stick to what was promised). They have offered no compensation or billing adjustment. I now do not have movers for the second half of the move, which I was told was part of what I was paying for. I asked for my deposit back, they refused. I am now being told my cost is $1400 than what I was originally quoted b/c amount of inventory. I have 14 fewer boxes than estimated and gave them exact measurements of my furniture. I had a couple small items added, that do not account for the space 14 boxes takes. THEY quoted wrong. I would like my money back, at least partially. The company holds all recordings of these calls.
Business Response
Date: 09/14/2022
The written response to *********************** BBB ************************ style="letter-spacing: -0.08px; white-space: pre-wrap;">Ms. Church,
We sincerely apologize for your recent moving experience. We take great pride in being as transparent as possible with our customers and doing business the right way. We spoke with you in regards to a move that would have storage attached. I'm sure you spoke to many moving companies and were told a number of different things. It seems like there was a lot of confusion in regards to your move. We explained how a long distance move with 30 days free storage works. We even offered to pay for your storage and offered compensation to remedy the situation for you. Thereafter, you went and wrote a complaint about us before you were even picked up. You also requested us to move you for free and it was at that point, we decided it was in both of our best interest to honor your request to cancel and give you a full refund which you have received. We wish you the best in all future endeavors.

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