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:01/30/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I chose this company to conduct a move from ******* to ****** during which I was given A quote based on items and ensured by the manager, that is long as the items do not change that the quote would remain the same. Before delivery, the America first contacted me and asked to confirm the items I was moving. I informed them I would be adding more items for which they charged me $700 but I was reassured that as long as the items did not change upon arrival of the movers, the price will not change. Ultimately, upon arrival of the Moving Company I was charged an additional $1000 and a delivery I was called to be charged an additional $700 although the items being moved did not change.
Business Response
Date: 01/31/2025

Greetings and Good Afternoon BBB Representative;
Thank you for allowing us the opportunity to review in great detail the specifics and what offers/discounts/compensation were arranged for this particular customers pick up. ******************** and foremost, we must acknowledge that ***** ***** is requesting to dispute $4,000.00, which will be 81% of the cost for this move. And this move was still being serviced. Unfortunately, we are not able to accommodate that type of request. You see, moving costs are split into 3 portions so the customer does not have to pay the full amount of the move at one time. There is a Deposit, then the balance of the work order is split into 2 payments, 50% at the pick up and 50% of the balance at the time of delivery. The Deposit was secured to us at the time of the initial booking for this reservation. The remaining funds go straight to the carrier, which we do not collect any of those funds. We are not able to refund or offer compensation or reimbursements on monies paid to another company, the moving company.
The reservation was completed on Thursday, 10/10/2024 for the Estimated Volume 315 CF at the locked-in rate of $3.40 per CF and dates of services to be performed on Saturday 01/18/2025 - Sunday 01/19/2025. The Customer was offered a substantial tariff discount as a part of the booking process, which overall has substantially lowered the cost of the relocation services. The Total Moving Estimate $1947.65 & Customer Deposit is: $937.76.
The Inventory List Articles List 12 Items, 34 Pieces. *********** along with many other moving companies offer a ***************** phone call 1-3 days before the pick up date. This call allows the customer to make changes to ********************, change the inventory items listed, any significant change prior to the truck arriving onsite to perform services. This ensures that the movers have the appropriate allotted space for the customers belongings and to avoid any unforeseen issues. This ** Call reflected on 1/16/2025; customer did go through with the paperwork with the Agent and made a revision. This is recorded and signed by ***** ***** on Thursday, 01/16/2025 02:06:40 PM (ET). New reservation Estimated Volume: 436 CF @ the same rate $3.40 per CF. The new Total Moving Estimate $3377.87 and we secured an additional payment ($716.97) for the changes and increase of 121 CF (Inventory List Articles List 15 Items, 53 Pieces). Customer Deposit now reflects $$1654.73. After the ** Appointment was completed, the customer phoned in to advise that there were 2 more items needed to be added, but we were unable to change the paperwork again since the pick up was happening the following day. Moving forward to the day of pick up; there are no records of the customer phoning the office seeking assistance. Our next record is form 1/30 ~ stating that there were more charges at pick up. We have examined the paperwork and are able to see the customer has 67 additional pieces for transit and used 264 CF extra space on the truck outside of her space reservation. All documents from the pick up and delivery are signed by the customer agreeing to the cost and ********************. We have attached the documents for review as well.
The last portion of the customer complaint is seeking compensation for damages, approx. $4,000.00. The customer has Valuation Protection by industry standard. All customers have the option of purchasing additional coverage called Full Value Protection, for a full dollar amount per item. That is not a free service. It would need to be purchased by the customer prior to the pick up taking place. The paperwork shows that ***** ***** signed for the Valuation Coverage $0.60 per pound per article up to $10,000 in coverage. Again, the customer will need to file a claim with the claims instructions that have been emailed to her already and allow the carriers insurance policy to calculate the proper amount based on the reported damages. As a courtesy, we will be more than happy to accommodate the customer with some assistance in this matter and will communicate with her directly.
Thank you for your time and consideration in this matter.
America First Moving Customer Support Team
Initial Complaint
Date:01/29/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I hired this company to move me on 127/25 from ******** to ******. I paid $1,784.79 in total for my move. I paid a deposit of $764.08 on 1/23/25 and the remaining balance was split into two payments, one before they loaded and the other before they unloaded on 1/26/25. In the initial inventory list, I said I had a chaise lounge, a full complete sectional(I didn't know if it sat 6 or 8), dog crate, peloton bike( which they took apart and didn't put back together), walking pad, California king size mattress with platform, medium size gaming/office desk with chair, small desk, bookshelf, cube bookshelf, nightstand, 21 in tv, patio furniture, and *****( ended up with 60)boxes. With all of this, how would 450 cubic sq ft be enough? I do understand that an additional 200 cubic sq ft was given for free and I'm very appreciative of that. My pick-up time was supposed to be between 10a-4p( I wasn't picked up until 5:30-6), they dropped boxes and I have items broken now. I was supposed to start my job Monday morning however due to my move being completed extremely late and me not having clothes, I wasn't able to do so. My main issue is the amount of space that was reserved was not enough just looking at the list of items and theguy that I spoke with after hours. He was so rude during the beginning of the conversation and then told me if I had any other issues that night to call back during normal hours the next day at the end of the call. I trusted this company to provide me with accurate information that would have allowed me to make the appropriate decisions regarding my move. I spoke with a quality assurance person and still walked away with not enough space and now have to hire additional movers to go back and finish what I hired this company to do. I do understand that this issue is to be expected during a move sometimes. My main issue is not being quoted enough space to begin with and now having to pay another company or get a Uhaul to back and get my things.
Business Response
Date: 02/03/2025
Greetings BBB Representatives;
Thank you for the opportunity to take a further look into this file and the events that took place and our offers of resolution. The customer is requesting a refund of the deposit plus $75.00 fee and additional funds to cover additional services. We are not able to accommodate all of those particular requests but there are a few items that we were able to address and be helpful.
The reservation was completed on Thursday, 01/23/2025 for the Estimated Volume 451 CF at the rate of $2.40 per CF Move Day Sunday 01/26/2025. The Customer was offered an additional $465.00 discount during the booking process on top of the tariff discount, which overall has substantially lowered the cost of the relocation services. The Total Moving Estimate $1784.79 & Customer Deposit is $ ******. The Inventory List Articles List 20 Items, 57 Pieces. *********** along with many other moving companies offer a ***************** phone call 1-3 days before the pick up date. This call allows the customer to make changes to ********************, change the inventory items listed, any significant change prior to the truck arriving onsite to perform services. This ensures that the movers have the appropriate allotted space for the customers belongings and to avoid any unforeseen issues. This QA Call reflected on 1/25/2025; where the customer Ms. ******* spoke with the QA Agent regarding her shipment. It was noted that the customer stated her storage unit is only 10 percent full; And after reviewing everything with her, The QA Agent states there are no changes. Ms. ******* says she got rid of a few things. This is a very important detail we will later bring up.
On the day of pick up; 1/26 Sunday our Support Staff was advised that there was an issue onsite. After speaking with the Agent as well as the ******* at the location it was determined that the customer needed a Long Carry Service. This specific service is outlined in the Moving Estimate we provide under a section labeled: ADDITIONAL SERVICES. Bullet point #5 ~ Long Carry: First 75 feet are free, then its $75 minimum per 75 feet. If this service is applicable, the customer is responsible for the fee. We were also informed that the customers belongings were going to need 600 CF of space on the truck. This is applicable if a customers items are not stackable items, fragile items, or are larger than what the Booking Agent estimated based on what the customer describes during the booking call. The customer also advises and signs off on our Binding Estimate and waives the Visual survey. This is stated in the paperwork: The shipper has elected to waive the physical and virtual survey and signed the waiver agreement before the shipment is loaded in accordance with 49 CFR ******* (a).
Customer estimated has a space allotment of 451 CF, and the additional 149 CF of volume (Space) which is calculated at 149 CF x $ 2.40 per CF = $357.60. This additional 149 CF (quals $357.60) was not charged. This fee was waived. The customer received a discount from the carrier onsite for the additional volume. One of our Support Agents working the weekend, attempted to call the customer, Ms. ******* was not successful in getting in touch with her. She had left a VM message regarding her concerns, with the aforementioned information and to please call back if she has any questions. 40 minutes later another Agent was able to speak with the customer. Ms. ******* questioned why the increase of volume. The Agent told her the items may have been actually larger than expected and she required more space. The customer denied receiving calls from our office, but after much talking and discussing the matter with this Agent, advised that she was Okay, she was not being charged for additional $350.00. She was seeking an explanation to why and how this happened. She also shared with the gentleman agent that besides these issues, she said the movers were great.
Once delivered, Ms. ******* was upset about the glass items that had been broken. As per the paperwork, no packing services were performed. All the packing had been completed by the customer herself. We apologized for the damages and sent over the claims instructions to follow in order to file under the carriers policy. We also emailed her personally, to offer her assistance in resolving the matter.
What we are not understanding is the customer asked for a full refund, and money to finish the job; but looking at her Invt. page, 56 items were moved, and she has 57 items listed. The carrier waived the additional cost for the 149 CF, so that was not an increase of cost. The customer has a $75.00 fee which we offered to reimburse her plus a little more to assist while she is going through the claims process. We seem to be trying to assist but the customer wants 100% refund for ******************** that were performed and she received substantial discounts on the cost.
Our main goal is to make sure our customers are satisfied and by the file it seemed as if she was until her glassware was broken. America First is not obligated to pay for those damages, because by law it must be filed through the carriers policy. However, we would like to help and offer her a courtesy gesture. We are awaiting to hear her response at this time.
Thank you for your time and consideration in this matter.
America First Customer Support Team
Customer Answer
Date: 02/05/2025

Complaint: 22873484

I am rejecting this response because: this company is not assuming responsibility for anything and it appears this is a blame game. My contract stated that disassembling and disassembling was covered under my fees it was not done. My original question was why was I under quoted for space in the original interaction with this company. The other non factor statement of I said I had no issues with the movers, or I only became dissatisfied once I realized I had items is irrelevant and Im not engaging in that. I have the right to become unsatisfied whenever I choose with American First Moving Company, when Im receiving customer service like this.
In my original BBB complaint I never asked for the entire move to be paid for and it doesnt matter if I packed my items or this company packed my items their movers dropped my boxes that caused my items to be broken. This has nothing to do with who packed what it has all to do with their movers dropping my boxes which caused the breakage, and their movers not completing the job by reassembling my items. I asked for my U-haul fees to be reimbursed which is about $200.00 given the fact that items were broken, taken apart and not put back together, still left in plastic wrapping that the movers wrapped and movers showing up 1.5 to 2 hours late because my call said they would be there between 10am-4pm, which is not asking for the entire move being reimbursed. I even stated in the complaint Im not trying to be unreasonable because I do understand that they moved me, despite some of the issues that arose. Again, I do understand that when you are moving things may happen like items being broken, late arrivals, etc., however I dont understand the lack of accountability by addressing my issues of concerns, 1. Items not properly quoted for move, 2. Items being dropped by movers, 3. Late arrival of movers, 4. Items not unwrapped or put back together.
I have also included up to date correspondence from this company from which I accepted their $150.00 offer, because I want to get this behind me, so again another discrepancy from this establishment and another validation of me not being problematic as they are suggesting.
Sincerely,

***** *******
Business Response
Date: 02/06/2025
File Review Update:

On Monday, February 3rd, 2025 we had come to a positive resolution to assist this customer. Ms. ******* signed off on the offer and it is being processed. The process was completed as of Thursday 2/06 (today) @ 5:29PM EST informing the customer of the standard protocol of the terms and conditions. She acknowledged and agreed. However, even as a sign of good faith, Ms. ******* responded that she is displeased with the steps and timeline of the reimbursements. Standard reimbursements are 3-5 days however depending on a financial institution we do advise that it can take up to 10day, which is out of our control. This would apply to such places as a credit union or a processing center card like Chime or Cash App. We do not know what type of establishment Ms. ******* uses and the information disclosed regarding this was to advise each customer what to be aware of, and based on their banking establishment's processing procedures.
Thank you for your time and consideration & have a pleasant evening.

Customer Answer
Date: 02/08/2025

Complaint: 22873484

I am rejecting this response because: ************ continues to falsely report information, and until I actually have the refunded money in my account I am not comfortable reporting that an amicable resolution has been met. They continue to report dissatisfaction about things that are not the original issues and still have not answered those concerns. I have attached my review that they are referring to and nowhere in that review does it say I'm dissatisfied with the time for the refund to be credited to my account. The review talks about their lack of accountability and them falsely reporting information in this complaint.
Until the money is actually in my account I am not confident that this is completely resolved due to the continued false reports. I have received documentation of a refund being credited to my account, however I also signed a contract that they did not for filll completely and so they have lost my trust to believe that they will honor their words. I'm not trying to be difficult I just don't want to have file another complaint because of their dishonesty. As it is stated in my review, I'm still in my 10-day wait period for the refund and once I have received the refund I will be happy update reviews to reflect that they have indeed rectified the situation.

Sincerely,

***** *******
Initial Complaint
Date:01/29/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Paid $4000 deposit for moving services, before arriving the movers contacted me stating the contract was only an estimate and there may be additional charges, they stated the current contract was null and void and only an estimate of pricing.We did not use their services.
Customer Answer
Date: 01/30/2025
UPDATE:
America First Moving called yesterday 1/29/2025 and spoke to my wife **** ******, my wife asked the representative to call me, **** ******, I missed the call and was sent an email from America First Movers, to contact America First Moving, I was able to make contact today 1/30/2025, with a representative, who informed me that the person assigned to help me, that asked me to call today, was not in today.

I am attaching the email correspondence.

**** *** Bowers
Business Response
Date: 01/31/2025
Greetings to our BBB Representatives;
America First was taken back to have this complaint posted on the BBB platform, since there are some very interesting facts that stand out in regards to the recent communication. On January 29th, 2025, we received a very threatening and ***** email from *** ****** to refund or they would slander us on every social media platform. When an auto-reply message was sent to *** ****** from the @Care email address within our company, his immediate response was that he was filing a BBB complaint. No communication had taken place yet. No attempt to find common ground or resolve. He pushed it to your platform almost immediately.
America First would like to take the BBB back in time, to January 22nd 2024 - is when the initial contact was made with the ****** regarding their request for a relocation quote. On February 1st, February 20th, March 2nd March 4th of 2024, multiple estimates were sent to the customers email address, listing **** ****** and **** ****** as the clients. After 7 different quotes were sent out, the 8th Binding Moving Estimate Agreement was sent out and signed by the customers in agreement for ******************** and cost.

The reservation was completed on Tuesday, 03/05/2024, for the Estimated Volume 2046 CF at the rate $3.50 per CF for the requested service dates of Saturday 03/09/2024 - Sunday 03/10/2024. The Customer was offered an additional $2635.16 discount during the booking process on top of the tariff discount, which overall has substantially lowered the cost of the relocation services. The Total Moving Estimate $10,600.00 & Customer Deposit is: $4,000.00. The Inventory List Articles List 43 Items, 143 Pieces. Our company along with many other moving companies offer a ***************** phone call 1-3 days before the pick up date. This call allows the customer to make changes to ********************, change the inventory items listed, any significant change prior to the truck arriving onsite to perform services. This ensures that the movers have the appropriate allotted space for the customers belongings and to avoid any unforeseen issues. Now this is where some discrepancies within the customer's version of events and what we have recorded within the notes of the customers file differ quite a bit. On 3/08/2024, the customer spoke with the ***** Supervisor to go over some details. At this point the customers also are stating that there was a crew onsite with a small truck and only 2 workers. However, we verified with the assigned carrier that no truck had been dispatched to this residence because the day they had scheduled for pick up was going to be 3/10/2024. This unfortunate circumstance is taking place on 3/08/2024.
On 3/08/24 @ 2:30pm EST - the ***** Manager spoke with the customer, who were extremely upset and combative due to what they were requesting. The ****** claim their original order of 2000 CF for 143pieces was for a whole 53 tractor trailer. And that the ****** expected to load an extra 100 pieces to be shipped for free on an exclusive trip. This is not a typical service. Customers have a locked in rate, which will be utilized if the customer opts to exceed their space reservations and load more volume. That rate is $3.50 per CF of volume. Our Supervisor attempted to link the ****** up with a ** Agent to make revisions that will record the additional items not previously told to us by the ******.
Within 15 minutes, our Agent was attempting to make contact with the Customers. 03/08/2024 02:50:22 pm ~ Hello I have called a few times since I got everything updated and would like to speak to you in regards to it - I have to before we get you on a set schedule for the date...and also with what we added I have to go over the breakdown and all of that too - please call me back ! An hour later,(03/08/2024 04:18:23 pm) the customer sent in a Cancellation Request. 30 Minutes Later: (03/08/2024 04:49:32 pm) ***** Mgr. attempted to call: RE cancellation but **** ****** said she was On The Phone with **** (possibly the orig. Booking agent) However we thought it may have been the carrier that called earlier during ** and the customer got confused or felt uneasy because of the different departments attempting to help and resolve. Shortly after this; 04:59:43 pm the Mgr. emailed the carrier directly to notify them of the customers request to cancel. We needed to keep all parties on the same page as it develops. But after much detailed discussions, the ****** decided not to cancel and to continue forward with the moving process. Time Stamp: 5:07pm EST on 3/08/24.
The final decision for the ** Revision with the ******: final Space Reservation of ***** CF and a balance of $10,000.00 (50% due @ pick up and 50% due at delivery). They did not feel comfortable with that amount, so more reworking was done and the final balance due after discounts and deposit was applied to the cost, would be $8,990.00 and the charges for the stairs will be included in the cost of the move. "she agreed". We have a Signed BME Agreement dated: Document Signature Date: Friday, 03/08/2024 09:24:12 PM (ET). The details are as follows:
***************, ** 86315 to ******, AL ***** is approx. 1543 miles with a space reservation of 2,903 CF at a rate of $3.40 per CF ( we dropped the rate to assist in saving the customer some additional funds) for the ******************** to be performed within Sunday 03/10/2024 - Monday 03/11/2024. Customer has implemented a discount of $3,360.00 for a grand total for full services of $12,990.74 - and the deposit remained the same, $4,000.00. The Inventory list changed to now reflect: Articles List 73 Items, 254 Pieces. Quite a bit of work went into making these figures make sense for the customer but also for the carrier who is going to be performing services in the field at pick up and delivery.
On Sunday 3/1024, the customer insisted on cancelling by sending in the written request via email. Stating no use of services. However, due to the companys cancellation policy which is clearly printed within the document the ****** have received no less than 15 separate times, (we have also highlighted the area that applies). As per the terms and conditions within the contract, the customer cancelling within hours of the scheduled pick up, the deposit is not refundable. The customer is not eligible. The only clause for eligibility is to cancel within the first 72 hours of the original booking of the reservation and NOT being within at least 10 business days of the first day on their pick up window. Booking on 3/05, cancelling on 3/10 with a pick up of 3/10-3/11 . This does not qualify for a refund.
Since 3/11/2024, there has been no communication attempt from the ******, no emails, no phone calls. We received a notification from *** ****** on 1/29/25 - basically stating refund us or else. And we just dont operate that way. We follow guidelines and protocols. If *** ****** were open to discussion to find a resolve, that would have been possible. He did not allow us that chance and immediately made this a BBB issue when it actually is not. Our office reached out to speak with ****, took her input and looked into her claims of having a small truck and 2 workers onsite. She could not tell me the date this event happened. We checked with our Dispatch ***** and verified that we did not send a crew to their home before the date on the paperwork. The ** fiasco happened on 3/08, when most likely the people she claimed were there, but they were not a part of our Team or the carriers Team. We can not confirm who those persons were.
Last communication to *** ****** took place on 1/29/25 at 6:15pm EST:
Good afternoon ******,
First and foremost, we apologize for any confusion and or inconvenience. We have every intention to cooperate towards a realistic and amicable solution. Before we proceed please consider the following, perhaps you`re unaware that attempting to obtain money through threats of any kind is extortion, and a sudden ultimatum almost a year after the fact is counter productive to your desired outcome.
With that said, we are not bad people, we understand you`re frustrated so we`re willing to move past your email in order to try to assist you. We`ll be more than happy to take another look into your account and agreement. We actually just left you a voicemail, please call us back tomorrow anytime between 10am and 5pm EST
Thank you!

Then we notified the customer: 01/31/2025 11:11:15 am
*** ******,
Please be advised, because you sought BBB mediation prematurely, communication must now go through the BBB portal so there`s an additional layer of documentation and less confusion.
Thank you.
Attached are copies of the customers Bind. ********************** Estimate original and Revised on both dates.

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

Customer Answer
Date: 01/31/2025
Here is our response to America First Movers in an email sent 1/31/2025

"Dear **************** Team
I am writing to formally express my frustration regarding the ongoing issues with America First Moving. Despite following the instructions to call today, I was once again informed that the person I need to speak with is unavailable.
My wife and I have been treated unprofessionallyignored, misled, and spoken to in a rude manner. This experience is entirely unacceptable. As it stands, we believe our money has been wrongfully withheld. Given the lack of response and resolution, we have no choice but to escalate this matter.
If our full deposit is not refunded within 48 hours, we will proceed with filing formal complaints with the ******************************** and the ************************ Additionally, we will pursue legal action to recover our funds. As business owners ourselves, we have exercised patience and understanding, but we have reached the limit of our tolerance.
This is your final opportunity to resolve this issue amicably. Please confirm the refund processing immediately.
Sincerely,
**** ******
**************"

Customer Answer
Date: 02/10/2025

Complaint: 22873074

I am rejecting this response because:
The only resolution to this matter is for a full refund of $4000 to be issued immediately.
After reading hundreds of very disturbing reviews about America First Movers, and what has happened to us,
we have filed a complaint with the ************************************************

Sincerely,

**** ******

Sincerely,

**** ******
Customer Answer
Date: 02/10/2025
Dear BBB
Here is a link to one site with many very new and disturbing reviews about America First Mover, it appears many people have had the same experience as we have.
Sincerely
**** and **** ******

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

Business Response
Date: 02/10/2025
Greetings BBB Constituents;
Thank you for allowing us to respond to this matter within the parameters of the Binding Moving Estimate Agreement, thus the one previously attached showing the company's terms and conditions. We answered initially with the posted timeline recorded in the customers account day by day interactions. We have confirmed again, with the *************** that no team was dispatched to the customers residence before the date listed on their Agreement. That date is 3/10/24 - 3/11/24. The issues recorded with our Customer Support Team took place on 3/08/24. At no time was a team assigned to arrive at the location, load and the advise that more money was due. However, a QA call was completed and by the timeline extended several hours and corrections and deductions offered to accommodate the customer. QA Call is always completed 1-3 days before the pick up and which is outlined in the customer's paperwork. At no time was it mentioned by the customer that a team of 2 people were onsite attempting to charge more. This QA Revision was done by the customers specifications. We showed our timeline of events with details.
The customer then abruptly canceled after the extended QA Calls and assisted to revise exactly what *** and **** ****** were explaining what they wanted. We were able to provide the cost and service to their request only to be notified of the cancellation request the day prior to the scheduled pick up.
As our Terms and Conditions are specifically laid out in the Agreement, if a customer is cancelling after 72 hours of the initial signing (Electronic Signature) and/or within 10 business days of the move day the customer is not eligible for a refund, Page 4 and 5 of the Agreement attachment highlighted section. The customers Electronic signature is on both documents. Customers original booking date 3/05/2024 and the pick up date is 3/10-3/11. Therefore, after reviewing all the details, the management team has determined that the customer is not eligible for a refund based on this term. Also, we must bring to your attention that neither *** or **** ****** have attempted any communication with our office since 3/11/2024. Ten months have gone by with no communications, no calls, no emails. Then to receive an email from *** ****** in an extremely threatening manner, started this line of communication to be monitored by the BBB Platform. We appreciate the opportunity to present our side and the facts recorded. We attached the email communications to present how we have continued to advise the proper way to go about handling this matter versus *** ******* chosen method.
Thank you again for your time and consideration in this matter.
America First Moving Customer Support
Customer Answer
Date: 02/11/2025

Complaint: 22873074

I am rejecting this response because:
It is the same treatment as we received in the beginning, repeated calls, and when on the phone with us, the gentleman laughed at us and told us we did not get our refund back, America First Movers has a terrible reputation for doing the same to countless others, the internet is riddled with complaints, we were lied to from the beginning, we wished we would have seen all the bad reviews.
We are grandparents raising our three grandchildren, we could not afford to be lied to, as for threats, we dont consider threating to file a complaint with the proper authorities threatening, after waiting nearly a year to be refunded, we have only been able to take this matter up recently, because are grandfamily has been recovering from a serious front end automobile collision, we have waited patiently after initially spending weeks after discovering the form they claim is a contract, is null and void, and they rewrite a new one with additional charges upon arriving at the moving destination.
We are escalating this matter to the authority in ************************* where Ameirica First Movers is registered, we are not the bad people here.
Why would they not return the deposit, for a service they never provided, from what I can gather that is illegal in most all states.

Sincerely,

**** ******
Initial Complaint
Date:01/27/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dont hire this company!! Seriously if youre reading this, just walk away. Dont be fooled by their initial low ball offers. You will end up having to pay a lot more in the end guaranteed. I moved from ***** to ***** and this was my first time hiring a moving company. They absolutely took advantage of my lack of knowledge in regards to moving companies. The movers they contract with are very unprofessional and will damage/lose your belongings. Every single piece of furniture was damaged during the move. They didnt professionally wrap anything.
Business Response
Date: 01/30/2025
Greeting BBB Representatives;
Thank you for allowing us the opportunity to review in great detail the specifics and what offers/discounts/compensation were arranged for this particular customers pick up. ******************** and foremost, we must acknowledge that Mr. ******* is requesting to dispute $2,000.00 which will be 100% of the cost for this move. And he is still being serviced. Unfortunately, we are not able to accommodate that type of request. You see, moving costs are split into 3 portions so the customer does not have to pay the full amount of the move at one time. There is a Deposit, then the balance of the work order is split into 2 payments, 50% at the pick up and 50% of the balance at the time of delivery. The Deposit was secured to us at the time of the initial booking for this reservation. The remaining funds go straight to the carrier, which we do not collect any of those funds. We are not able to refund or offer compensation or reimbursements on monies paid to another company, the moving company.
We can disclose that he inquired for a quote for relocation services on 11/02/2024, when the first estimate was created. He ultimately signed up for a reservation on Monday 12/022024for a minimum move; for 300 CF of space on the truck, at the rate of $4.00 per CF going from *******, ** to *********, ID which is approx. ***** miles from origin to destination locations. The pick up window was listed as Thursday 12/26 - Friday 12/27. The Customer was offered an additional $200 discount during the booking process on top of the tariff discount, which overall has substantially lowered the cost of the relocation services. The Total Moving Estimate $1,980.00 & Customer Deposit is: $848.40. The Inventory List Articles List 9 Items, 41 Pieces. *********** along with many other moving companies offer a ***************** phone call 1-3 days before the pick up date. This call allows the customer to make changes to ********************, change the inventory items listed, any significant change prior to the truck arriving onsite to perform services. This ensures that the movers have the appropriate allotted space for the customers belongings and to avoid any unforeseen issues. This QA Call reflected on 12/26/2024; customer did go through with the paperwork with the Agent and did not make any revisions to the customers original inventory list or listed services. All pertinent information each customer should be aware of is listed within the Bind. Moving Estimate Agreement, in labeled paragraphs that help direct each topic of interest. It is the customers responsibility to read and understand the policy, terms and conditions of America First. If a customer such as Mr. ******* did not understand a particular topic, he would have been able to reach out to the Support Staff at any time to inquire and resolve issues he may or may not have understood.
The day of pickup; 12/27/24, between 10a-2p. There is no recorded communications from Mr. ******* calling our office, sending in an email or texting a Team Member inquiring or seeking assistance. The next recorded interactions with the customer are from 01/06/2025 01:19:31 pm where a Staff Member in Customer Support received a call from Mr. ******* called in seeking ETA information for his Delivery. The customers FADD was 1/02 - however since its only been a few days and the shipment must travel over 1500 miles, we provided the estimated delivery spread that is printed within the Agreement as standard information and Email the Customer and CC`d the carrier - follow up by the end of the week or possibly even next week - Mr. ******* is aware and understands. There was a follow-up on 01/10/2025 04:19:55 pmA2141414-******* *******- Looking for a delivery update. Sent request to carrier dispatch office.
6 days later, the customer called into our office again and spoke with a Staff Member. 01/16/2025 02:19:53 pm Customer already delivered - Mr. ******* stated that there were damages, our Team emailed the claims steps and information also texted him the carriers number as well. Mr. ******* stated that he had quite a bit of damages and expressed concerns for items that he believed were not wrapped when it got off the truck; our Agent was extremely apologetic and attempted to do whatever we can within our realm of responsibilities for the damages. Customers began posting poor reviews due to the carriers mishandling of their belongings. When attempting to explain, that America First is your booking Agent, and we are not the physical company who handled nor damaged your belongings, but are only here to assist, it seemed as if Mr. ******* was not interested in listening to our position because he did not purchase the *** 3rd party insurance coverage. He can file a claim for the damages and/or missing goods, and they will settle with him based on the standard valuation coverage. He is not pleased with not getting dollar for dollar coverage, since it does state in the paperwork that it is an additional purchase, not free of charge.
Our Team will be more than happy to do what we can to assist him in his ventures to get settled into his new home and guide him through the claims process however, a full refund for the entire cost of the move is not a reasonable settlement based on the carrier performed pack, load and transport services based on the volume of goods within his shipment. We will attempt to speak with Mr. ******* separately to find a positive outcome.
Thank you for your time and consideration in this matter.
America First Moving Customer Support Team
Business Response
Date: 02/03/2025
STATUS UPDATE ON THIS FILE ~
WE attempted to contact the customer, provide claims information to file through the carrier's insurance, which is the correct way for damages to his shipment. We have also offer some compensation directly to Mr. ******* to cover any immediate expenses. Since the Claims is through a mover (Carrier) and not our company which is the booking agency, we are not obligated to pay for the damaged goods. However, in this particular matter, we wanted to show a sign of good faith and offer an olive branch as he submitted his claim. Unfortunately, we were notified by our Accounting Dept. on 1/31/2025 that the customer Mr. ******* has decided to dispute the payment made to our company America First Moving and charge back the full amount of the deposit and reject our compensation offer.
Due to this unexpected turn of events on behalf of Mr. ******** the refund offer has been voided and it is truly unfortunate that he will not be able to file a claim with the insurance carrier due to funds being outstanding on this job order.

Should the Customer feel compelled to resolve the matter in an amicable way, he can contact our *********************** and speak with the Supervisor. We look forward in speaking with him directly. Thank you for your time and patience in this matter.
America First Customer Support Team
Initial Complaint
Date:01/23/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
To whom it may concern:Complaint Against America First Moving Services Nature of Complaint: Bait and Switch, Breach of Contract, Unethical Practices, Holding Belongings Hostage I contracted America First Moving Services under specific agreements. When speaking with one of their employees, I needed my belongings delivered on 11/29/2024; I was assured of that date over the phone. However, they never intend on honoring that date. Even the services outlined in the signed contract were never intended to be carried out. When I tried to talk to them about their deception, they cut me off and only wanted to talk about me sending them the money in the amount they wanted, the way they wanted, which is not contracted. Unfortunately, they have engaged in deceptive and unethical practices, making this process an absolute nightmare Im here now because they contacted me 01/21/2025. I thought I was done with them because I was issued a refund by them after I did a chargeback at the bank after lies to get my contract, mistreatment after pickup, and using bait and switch tactics . I was informed by America First it wasnt a real refund; I still had to pay it to them in order to receive my belongings. I know the world has changed a lot, but I thought a refund was just that, a refund. Not I give it to you to look good at the bank and hold your belongings hostage until you give it back. I recently discovered there are three different companies involved in this transition; this was unbeknownst to me for awhile causing much confusion because they didnt disclose it in the contract, I thought they were a moving company. I was ensured by ****** ***** the werent brokers. This company and their subsidiaries have proven to be untrustworthy, using the scam tactics below:1.Bait and Switch Tactics:This form only allows 2000 characters, a document has been uploaded to explainthis section.
Business Response
Date: 01/24/2025
Greetings BBB Representatives;
We are deeply concerned with some of the claims this customer has been sharing. There is a long and bumpy road with a not-so-good positioning for the *******. The fact that Mrs. ****** claims bait & switch, when there were no increases to the reservation and they have charged back the deposit leaving **** with no funds collected for this work order. Here is the background on this particular relocation.
The original reservation completed with a Document Signature Date: Monday, 11/18/2024 07:37:13 PM (ET), for ***** CF @ $3.65 per CF of volume. Customers preferred move date is recorded as Saturday 11/23/2024 with an overall total moving estimate $10882.75 and a deposit for a full truck is $5,031.11 with a Managers Discount of $1,500.00 leaving the balance due to the carrier $5,851.66. Customer (***** ******) signed this agreement and is posted for the BBB review). We allowed the customer to utilize their Credit card to secure the deposit for this relocation. (See attachment).

On the Day of pick up; 11/23/2024 ~Customer phoned into our Customer Support Team after standard business hours (08:51:09 pm EST) and our Agent recorded that customer phoned in about the pick up payment, customer says booked reservation based on the promise from sales rep ****** that the customer can pay with credit card on pick up and delivery. He is upset that the ******* was charging a 5% processing fee and customer claims ****** waived the processing fee on pick up and delivery. ******* agreed to process payment for pick up without 5% so customers can call on Monday to verify the 5% process fee is waived on both pick up and delivery. Loaded and ******* will process without a 5% fee for now but will apply to delivery balance if not resolved.
We notify each customer that the standard acceptable methods of payment at pick up and delivery are Cash, US Postal Money order or Zelle. If a customer uses a credit card, there is a merchant fee of 4-5% that will be applied to the amount the customer is opting to charge. If this is a standard operation for credit card usage. The day after the pick up was successfully completed, our Customer Support Team reached out to the ********; and did not make contact with either ***** or ******. We left a VM message to return our call please. Then on 12/06/24, approx. 2 weeks after the pick up was serviced; we spoke to the ******* ~ client is just wanting to make payment - wire for pickup and cash at delivery. Notified the *** Dispatcher of this update. However, this is where things get messy. On 12/14/24; the customer, ***** and ****** ******, disputed the charge for the deposit with America First to their Credit Card Merchant and the amount of $5,031.11 was then returned to the customers card. There were no notes between the pick up and the dispute to show that the customer was unhappy about something, we were completely blindsided. Our Team reached out to the ******* to amend this problem, and to encourage the customer to resubmit the deposit payment to avoid delays in the delivery. As of this moment, the deposit funds are no longer recorded as a payment towards the move. The customer retrieved his deposit and did not make a pick up payment to the carrier office *** Moving & Storage. No funds are backing the services provided by the carrier. To resolve, we offer to collect an ACH to America First - $5,031.00 payment for the deposit from the customer and going to wire transfer- $2,925.83 to *** office carrier for the pick up payment. We were able to disclose that once everything clears per GM @ *** - the ******* will get delivered by next weekend - by 22nd/23rd at the latest. *** ****** did not want to follow that particular path of payment. We then offered to pay the full amount to the carrier via wire. $7,956.94 in total wire Postal money order or cash - put name once driver gets there - $2,925.83 how will he pay for delivery. And the delivery balance paid in a US Postal Money Order to the driver. That was rejected as well. We offered multiple ways, different methods of payment to utilize, and *** ****** rejected every one of them. Please be advised, that the amount due is the exact same as listed on the estimate from America First Moving. There is no increase to the funds being requested, only the amount previously outlined on the original quote. Both companies are only asking the customer to pay the amount that was agreed upon from the beginning of the estimate.
As of 12/14 @ 11:15am EST ~ Customer is aware that he needs to pay $7,956.94 in total wire and $2,925.83 Postal money order or cash (*** sending me wire info to CARE EMAIL and forwarding to customer`s email (Only wants to deal with me now)). Paying wire of the agreed upon amount of $7,956.94 and on MONDAY then is going to call me once it is done - ONCE MONEY IS WIRED - *** IS GOING TO SEND EMAIL STATING HE WILL BE DELIVERED NO LATER THAN 12/23 GUARANTEED. By 12pm EST the same day, wire instructions were sent to the customer. Our staff communicated with ***** over the weekend, sending emails with correspondence. On 12/16/24 at 1:00pm EST ~ 512/16/2024 01:23:40 pm. Hey *****! This is Cate with America First! Just following up with you in regards to the wire we spoke about on Saturday! Let me know once everything is wired and I will have ****** send you that email you were requesting for delivery! Called customer; no answer - texted the above to *****.

The following business day, 12/19/2024 at 05:17:17 pm Customer legal representation **** ******* called regarding *** ******* payment with CC and wire issue trying to make the payment. *** ******* was transferred to ***** Mgr. Mgmts notes stated: *** ******** claiming to be a lawyer, wanted to know why *** required so much to be wired, also said that the wire info was incorrect. I explained that customer *** ****** charged back and owes DEP $5,031.11; he also owes both the ** $2925.83 and DELV balance $2923.83 prior to the offloading at the destination address. He asked me to email *** ****** everything he needs to pay and correct wire info.
Here is that email correspondence from AFMS Mgmt to *** ************************************************************************************************************ 06:01:11 pm
Hello *** ****** and *** Moving,
America First is first and foremost always for amicable solutions, and is fully committed to resolving this matter appropriately. The only thing keeping *** ****** from having his move shipped for delivery are the funds that are owed to both America First and *** Moving still.
Moving From Moving To
***** ******* ***** *******
*******************; *****************
Public Storage House/Stairs
Storage/Ground ******************************** 89110
************** **************
******************************* *******************************

Per *** ******** legal counsel who requested this email, their party are fully aware that the following are still owed and must be paid prior to delivery:
Deposit $5,031.11
Pickup $2,925.83
Final: $2,925.83
Totaling $10,882.77
So there`s no confusion, misunderstanding or miscommunication. We`re instructing *** Moving and its agent to "reply to all" so all parties can see their wire information, and *** ***** ****** remits payment for: $10,882.77
Thank you!

The following day, 12/20/24; Mgmt. followed up again with *** ****** and received no answer. Then after the Christmas holiday and the New Years, 1/06/2025 04:11:33 pm Per *** ~ We`re all (still) waiting on Cust`s lawyer to respond RE: payment. We are on stand-by on this. Then on Jan 20th; AFMS received additional complaints filed by the customer *** and Mrs. ****** with the ********* and now the BBB. We had the opportunity to speak with clients at length regarding the overall circumstance and finding a mutual resolution. We allowed Ms. ****** to vent extensively, mutual resolution: deposit plus 70% remaining balance needed to be paid via cashiers check (front and back photo) - once deposited and funds clear, delivery will begin processing for logistics. The client is really leaning towards only wanting to pay half but isn`t fully opposed to resolution. I would like a "discount" but haven`t crossed that bridge yet. client countered requesting a discount of 20%/ $2k - our Agent explained to client that storage alone should have been $850 as a right to charge for it due to non payment. Per Upper Mgmt, at client request for discount, deposit amount plus 70% of remaining balance less $500 discount to get client delivered. *** will need to be involved as well since the shipment is in their possession and are still owed funds for services. No one is asking the ******* to pay any more than what the original estimate outlines and for some reason they believe that they are entitled to a refund or discount of that originally agreed upon amount. We were able to get the following laid down as a resolution: payment for deposit plus 70%: cashier`s check payment for delivery 30%: cash or post office money order only. We communicated this to ***** ****** in a professional and amicable email communication. The original balance of $10,882.77 was reduced by $1,755.55 for a new balance of $9,127.27. The customer continues to counteroffer by attempting to settle for lower. Mind you, the amounts are exactly the same, we believe the customer was fully wanting to pay the full amount on the credit card and charge back after the delivery had taken place so they would get $10,000 move free of charge. When the deposit charged back, it then caused the entire move to halt and the customer was not delivered due to non-payment.
After further communication, the customer is seeking an additional $1,000.00 off the balance to settle this matter. 01/24/2025 01:14:49 pm, last communication recorded was stating we will approve your request for $1,000.00 discount we will also waive the applicable storage fee of $850.00 and delivery for 2/7-2/09. This will be our final attempt to remedy this situation and this remediation agreement will be valid contingent on we receiving payment for the deposit and the pickup payment by the close of business today (5 PM EST), totaling an amount of $8,127.27.
We have made multiple offers to settle and the customer continues to apply additional pressure in hopes to get more funds dismissed. At this point, AFMS and *** have been more than accommodating and willing to work without the ******* with no successful agreement or commitment on their part. We will notify the BBB of any new development once the customers agree to the latest offer or if they decide to ignore it.
Thank you for your time and consideration in this matter.
America First Moving Services Customer Support Team
Business Response
Date: 01/24/2025
Attached is the customer's original BME and the pick up paperwork Bill of Lading.

1 ) BOL from the pick up signed by the carrier and the customer agreeing to the terms and conditions and cost.

2 ) Original Binding Moving Estimate from the original signing of the reservation.

Both documents are matched with cost and services.
Customer Answer
Date: 01/27/2025

Complaint: 22847001

I am rejecting this response because:
To Whom It May Concern,

I have deep dissatisfaction with America First Moving Services (AFMS) and its subsidiaries, AMB Moving and ************ and *************************************. My experience has been riddled with dishonesty,unethical practices, and what I perceive to be deliberate attempts to mislead and exploit customers.

From the outset, **** has failed to honor the terms of the contract and has engaged in manipulative tactics, including:

1.           Bait-and-Switch Tactics: AFMS presented a promising and professional image on their website and phone, but after securing my contract, they did not deliver on their promises.They used untrained day laborers from ********** instead of professional movers,who arrived five hours late.

2. Mismanagement of My Belongings:

* I was promised door-to-door delivery with control over securing my belongings with my own locks. Instead, I was told the truck was shared, denying me this basic security measure, after my belongings were loaded on the truck. The driver said the whole truck wasnt allocated to me; this was not on the contract. I would have never agreed to that arrangement. I knew exactly what I had and what I needed, and theres no way I would have wanted my belongings mixed in with someone else's. I cant say if they had bed bugs or any other pests, but I certainly didnt sign up for that risk. Im allergic to pet dander, and I have no idea if they had pets, but the thought of my belongings being in an environment like that is incredibly concerning. The entire experience has left me feeling vulnerable and frustrated, and I can't shake the worry about the condition my things might be in now.

* My items were placed in storage without my authorization,adding unnecessary costs and complications. Despite arranging for delivery on November 29, 2024, my belongings were not delivered as promised, and Im still incurring a $500 monthly storage fee an additional expenses because part of my belongings were left behind, and I have to travel back to ********* to retrieve them, hire another moving company at my own expense, they just take what they want and leave the rest. They think theyre dictators of a third world country.Theyre just as bad as ****** *******; he killed citizens, and the family was charged for the cost of the bullet. They take your belongings, put the items in storage without your authorization, make it complicated to pay, try to extort extra money from you, then try to charge the bait-and-switch victim for the cost of the storage.

3.        Extortionate Payment Practices:

* After initially charging my credit card as per the agreement, **** began demanding personal information days after the pickup (a copy of my credit card, ID, front and back, and a selfie) via email or texta violation of privacy and a practice not mentioned in the contract for the remaining payments, which wasnt needed for the initial payment. Having been a victim of identity theft, I was not willing to comply.

* AFMS issued a refund after an altercation with them, and I called the bank for assistance with their bait-and-switch tactics. They refunded the money to look good at the bank, only to later add it back to money owed, demanding that I sign a notarized agreement to pay the full amount of $10,882.77 without dispute before they would deliver my belongings. This is blatant hostage behavior.

They asked me to provide a notarized letter after pickup and after the refund.

A notarized letter, agreeing to pay the amount of $10,882.77 in full, and guaranteeing that funds can not and will not be disputed in any way at any point. (A direct quote.)

From what I take from that, no matter how damaged my furniture is, or even if I dont receive all or any items, I cant do anything about it. Not only did they add the refund to the bill, but they also requested I pay it in full before they would deliver my belongings. (Hostage demand)

* I attempted multiple payment methods, including wire transfers and credit cards, but was met with vague instructions and bank details linked to unrelated businesses. *** offered to pay with an ACH; they said no. *** had an attorney offer cash at delivery; they said no; they wanted all the money before they would deliver the items. Calls to resolve the matter were met with dismissiveness, being placed on hold, and being hung up on. They wont discuss the lies they told to get my contract, but they want me to give them what they want the way they want it; thats all they will discuss.

4.           Forgery and Fraud:

* AFMS or one of its subsidiaries altered and forged the bill of landing. I never saw the document before it was given to the BBB. The driver didnt give me anything because I was disputing another overcharge at pickup. Now they have added the refund amount of $5031.11 to the document,saying I still owed the full amount at pickup, and they continued to demand payment based on these falsified figures.

* Despite paying $5,031.11, before pickup, AFMS claimed I still owed $10,882.77 at pickup. (Falsified Document, Identity Theft)

5. Unprofessional Conduct: ******************** have been rude and disrespectful, showing a complete disregard for ethical business practices. Their behavior feels more akin to extortion than a legitimate business.

AFMS's unprofessional business practices have been going on for a while; this isnt an isolated incident.***********************************************************************************************************************

In summary, **** has consistently failed to fulfill their contractual obligations, engaged in unethical practices, and used bait-and-switch tactics to extort additional money. This has caused undue financial and emotional distress.

I strongly want someone to hold America First Moving Services accountable for their actions. No one should have to endure such mistreatment at the hands of a company they entrusted with their personal belongings.
Sincerely,

****** ******
Business Response
Date: 01/30/2025
Greetings BBB Representatives along with the ****** Family;
How can it be a bait and switch, when the amount on your Binding Moving Estimate with America First is literally the same amount that the Carrier has listed, dollar for dollar, no increase. Our paperwork is proof that the cost did not increase, and the current problem is the customer has not received their shipment due to their refusal to make payment for services. The *******, as the customers, have charged back your deposit payment, refused to pay the pick up payment for services rendered, and now several weeks later are only willing to speak to our office if there are negotiations for a lesser amount due to get your shipment delivered.
You have not been honest as both companies have attempted to accommodate you every request and it is obvious now that you are looking to receive your relocation services for considerably less than you were quoted. Withholding payment and legal rambling will not always be in your favor.
As proof the ******* are attempting to correspond for a lesser amount due; here is our email communication from 1/24 and there has been no further responses from the ******* since this email we sent out to them.
************************************
01/24/2025 01:14:49 pm Customer Care
1:13?PM to *******************************
Good afternoon, Mr. *************** careful consideration and further review, we will approve your request for a $1,000.00 discount. We will also waive the applicable storage fee of $850.00 and delivery for 2/7-2/09. This will be our final attempt to remedy this situation and this remediation agreement will be valid contingent on we receiving payment for the deposit and the pickup payment by the close of business today (5 PM EST), totaling an amount of $8,127.27.
We look forward to hearing from you.
America First Customer Support Team
********************************
We have still not received any communication from the customers in regards to this last email.
This file is again at a stand still for the last 5 days.

Thank you.

Customer Answer
Date: 01/30/2025

Complaint: 22847001

I am rejecting this response because:
This situation is a perfect example of the bait-and-switch tactics I experienced throughout the entire process. I did not receive any of the services that were promised. Before signing the contract, I was explicitly told that professional movers would be handling my relocation, yet that turned out to be false. I was assured a door-to-door move, which did not happen.Additionally, a document they are now referring to at pickup was forged.

I also question why I was required to pay the full amount at pickup despite having already paid a $5,031.11 deposit. Even more concerning is how my refunded money was inexplicably added back to the amount I allegedly owed. This entire experience has been unnecessarily stressful due to their misleading practices.

Furthermore, the contract explicitly outlined payment terms,including the acceptance of credit cards, yet they refused to accept a credit card for the remaining balance. After picking up my belongings, they made demands that were not in the contract, further proving their deceptive practices.

Now, America First Moving Services is attempting to force me to return the money I was refunded, despite their failure to provide the agreed-upon services. If they truly believed they were entitled to that money,they should have disputed it through the bank rather than trying to pressure me into returning it. Their actions throughout this process have been completely unacceptable.

Sincerely,

****** ******
Customer Answer
Date: 01/31/2025
Just for the record the information in America First Moving Services last response were fabricated. I never received this email from them. The last correspondence I received from them I sent a copy to the BBB. The below email doesn't change my stance on them trying to get a refund back; I just wanted it on the record that it's a fake email. I checked to make sure it wasn't an oversight and it wasn't.
.01/24/2025 01:14:49 pm Customer Care
1:13?PM to *******************************
Good afternoon, Mr. *************** careful consideration and further review, we will approve your request for a $1,000.00 discount. We will also waive the applicable storage fee of $850.00 and delivery for 2/7-2/09. This will be our final attempt to remedy this situation and this remediation agreement will be valid contingent on we receiving payment for the deposit and the pickup payment by the close of business today (5 PM EST), totaling an amount of $8,127.27.
We look forward to hearing from you.
America First Customer Support Team
********************************
We have still not received any communication from the customers in regards to this last email.
This file is again at a stand still for the last 5 days.
Initial Complaint
Date:01/17/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Formal Complaint Regarding Misleading Estimates, Poor Service, and Delayed Delivery by America First Moving I am filing a formal complaint against America First Moving due to misleading estimates, poor communication, and failure to deliver as promised.On 12/21/2024, I contacted America First Moving for a same-day pickup, which was later rescheduled. The estimator, ****, provided an estimate for 900 cubic feet of space for a motorcycle and 47 boxes, and I paid a deposit of $2204 (ID: *********. The total estimated cost was $5600, with assurance that if more space was needed, I would be notified.During pickup, I repeatedly asked if everything would fit in the 900 cubic feet. The lead mover confirmed there was adequate space and promised I would be informed if the estimate was exceeded. Despite these assurances, I was not notified during the loading process. It wasnt until I asked later that I learned the truck was packed to 1600 cubic feet, excluding the motorcycle. This major discrepancy was never communicated to me in real-time.After multiple failed attempts to reach customer service, I was forced to pay an additional $3519 to continue the move. On 01/15/2025, customer service promised to review the situation, but two weeks later, I have received no update. ******, another representative, has been dismissive, and **** claimed he could not assist further.The delivery, initially promised for 12/29/2024, still hasnt occurred. As of 01/17/2025, it has been nearly four weeks without an update, and I am concerned about the safety of my belongings.This experience has been frustrating and costly. I request that the Better Business Bureau (BBB) investigate, review call recordings from my booking, and hold America First Moving accountable. I also seek a full refund for the additional charges and expect swift resolution.Thank you for your attention.
Customer Answer
Date: 01/17/2025
Please check the details in attached pdf
Business Response
Date: 01/17/2025
Greetings to the BBB Representative;
Thank you for the feedback on this file. First and foremost, we must acknowledge that *** ****** total estimated cost by America First preparing their moving estimate is displayed on the Binding Moving Estimate Agreement as $5,615.77. Moving costs are split into 3 portions so the customer does not have to pay the full amount of the move at one time. There is a Deposit, then the balance of the work order is split into 2 payments, 50% at the pick up and 50% of the balance at the time of delivery. The Deposit was secured to us at the time of the initial booking for this reservation. The remaining funds go straight to the carrier, which we do not collect any of those funds. We are not able to refund or offer compensation or reimbursements on monies paid to another company, the moving company.
The customers original reservation was completed on Saturday, 12/21/2024 for Estimated Volume: 900 CF @ the Rate: $3.25 per CF for the Move Date: Saturday 12/21/2024 - Sunday 12/22/2024. The Customer was offered an additional $1,400.00 discount during the booking process on top of the tariff discount, which overall has substantially lowered the cost of the relocation services. The Total Moving Estimate $5,615.77 & Customer Deposit is: $2,204.00 . The Inventory List Articles List 26 Items, 81 Pieces; with $490.00 in packing materials.
On the day of pickup; we would like to address some of the customer's main points of contention.

1) The lead mover confirmed there was adequate space and promised I would be informed if the estimate was exceeded. I was not notified during the loading process.
**The customers grievance is with the Carriers *******, who as he is stating continued to load the truck without notification of any overages. Now, we need to examine the paperwork as well as have the Dispatcher give us a field report of the events that unfolded so we can accurately address this matter. We apologize that the Driver was not provided the details as requested and we can have the carriers office look into that further.
2). After multiple failed attempts to reach customer service, I was forced to pay an additional.
**We are currently looking into this to ensure our team has the proper calls logged. We have located a call from that Sunday and are completing an internal overview of that call to be able to respond and resolve accurately. The paperwork for this customers shipment is physically with the shipment and we will not be able to retrieve copies until the delivery takes place. We apologize that we are unable to produce the documents at this time. As per our agreement, we do suggest that customers please take photos of the Bill of Lading during pick up, so they have a record of the service which is easy to access on their phone. And if they should have any questions pertaining to the pick up, our team can ask for that photo to assist properly and quickly.
3). The delivery, initially promised for 12/29/2024, still hasnt occurred.
**Delivery spreads are based on FADD the customer provides and the distance it needs to travel. We do not guarantee dates unless the customer is requesting and pays for Express Services. Now, we have been advised that the *************** has informed us that the delivery will be taking place between Sat. 1/18 - Tues. 1/21. We will assist in the delivery as much as possible to resolve quickly to avoid any issues. Our Team is aware of what the customers needs are and we are awaiting for the delivery so we have the opportunity to intervene.
Thank you for allowing us to answer and monitor the outcome of this customers account to the completion and upcoming delivery.

Best Regards,
America First Moving ***************************
Customer Answer
Date: 01/21/2025

Complaint: 22823382

I am rejecting this response because:

I am following up on the response received from the moving company and have attached the inventory list, truck photo, and bill provided at pickup for your review. I kindly request that you carefully examine these documents, verify the inventory list with your dispatch team, and address any discrepancies.
Additionally, I would like to inform you that the carrier ******* contacted us on January 20, 2025, to confirm the delivery date and mentioned that he is no longer employed by the company.
Regarding the potential refund, I understand from your previous communication that America First Moving would be responsible for issuing a refund if any discrepancies are found, even if the carrier has already been paid. However, if this is not the case, I would appreciate clarification on who would be held accountable for any discrepancies or refunds. We need to ensure a clear understanding of the responsibility chain in order to reach a fair resolution.
Thank you for your prompt attention to this matter. I look forward to your response.

Sincerely,

Sri ******
Customer Answer
Date: 01/22/2025
Follow-Up on Delivery, Payment, and Claim Submission

We received our items delivered yesterday, 01/22/25, at approximately 3:30 PM Arizona time. We cooperated with the carrier ******* and paid the remaining balance of $3,519.00 via money order. Since America First Moving is still reviewing the paperwork regarding the inventory list and the discrepancies between the estimated and actual charges, we proceeded with the payment. The company assured us they would take responsibility and issue a refund for any additional charges identified during the review.
Upon receiving the items, we discovered that one of our TVs was damaged, with a broken screen. As the full packing service was handled by the company, the driver acknowledged the damage, documented it in writing, and advised us to contact customer service to file a claim. He assured us that the company would either provide a full refund for the TVs value or replace it with the same model or a higher one.
We have already filed a claim and attached the relevant documentation, including the email copy, inventory list, and the carrier foremans acknowledgment on the inventory list.
We kindly request that the review and claim process be expedited, as this situation has been causing us significant stress and sleepless nights. We hope for a swift resolution to ease this mental strain.
Business Response
Date: 01/22/2025
Greetings BBB Representatives;
We would like to take this opportunity to disclose the verbiage used when communicating with the customer *** ****** and spouse. We will address each item at a time.
1) The company assured us they would take responsibility and issue a refund for any additional charges identified during the review.
**After Delivery was performed and paperwork was released to the customer; our Agent spoke with the ** of the carrier office to verify details of the move. On 1/21; we reviewed photos of shipment on trucks with ** to confirm space reservation. Per Carrier **, the pictures justify 1500 CF. We then spoke with ***, based on the photo sent, the space used confirms 1500 Cf and asked if he had any additional photos. *** informed that his only photo however will check his gallery for more. We asked *** if he has any of his inventory sheets, he stated that the driver only provided him with BOL, and advised him that we will put in a request to dispatch for paperwork.
2) Later that same day; *** and spouse called into our office and we returned their call, advised the customer that we have received the inventory sheets and are currently reviewing and once the review process has been completed will reach out to him, *** said thank you.

3) The following day, 1/22; our Agent was in written correspondence with the customer over the progress of the review. We have also sent replies to customer and steps for claims, and notified the carrier to send their claims information too.
EMAIL TO CUSTOMER:

Dear ********* ******,
I wanted to inform you that I have submitted a request to our dispatch department to send a claims form to the email address we have on file. Additionally, please note that your account has been under review since yesterday, which may take up to 5 days to complete.
Thank you for your patience as our team works diligently on your case.
Best Regards

4). The ** of the carrier is stating he will send in his report on the space the customers goods took up on the truck which will ultimately confirm that the customers documentation was properly recorded. The Claims process for damages is handled with the carrier office and both parties have been notified. America First Moving does not have control over how quickly the claim is completed. We can assist and encourage customers to quickly submit however we do not have any part in the review or settlement process of the claims companys protocol to finalize a claim.
This matter is still ongoing and has not reached a resolution as of yet. We ask for all parties involved, including the customer to please remain patient as the proper individuals are involved to reach a positive outcome.

Thank you kindly for your support in this matter.
America First Moving Customer Support Team

Customer Answer
Date: 01/29/2025

Complaint: 22823382

I am rejecting this response because:

Do we have any updates on the review of the paperwork received from the carrier? Specifically, Id like to know the status of the item review from the final inventory list compared to the initial estimate list.

Additionally, Id like to provide an update on the claimit is still in progress, and there is ongoing communication with the insurance company. We are currently waiting for further updates from them.

Sincerely,
Sri ******
Customer Answer
Date: 01/30/2025

I received a call from an America Moving agent on January 21, stating that the carrier's general manager justified the space used. However, I never confirmed or provided any confirmation of the used space. During the call, I requested additional details, such as truck size and dimensions, to accurately determine the space used.

I explicitly mentioned that I am not a professional and would like to review the truck details with someone who is. I asked the agent to provide this information so that I could have it reviewed by an expert. Unfortunately, I never received a response.

Regarding additional documentation, I initially stated that only the Bill of Lading (BOL) was provided by the driver. Later, I discovered that the inventory list was indeed given to us, and I promptly sent it to the agent via email to aid in the review process.

I also brought up the issue of the bulky fee charge, which was included in the initial estimate but never adjusted. Throughout multiple phone calls with America Moving agents, I consistently requested a review of the items on the final inventory list and the initial estimate to identify any discrepancies or additional items that may have contributed to the significant difference in the total bill and space used.

I was told that the review would take 5 days. While I understand that the review may take time, I want to ensure that this complaint remains open until a resolution is reached.

Separately, I would like to keep the claim discussion distinct from the review of paperwork and focus solely on how America First Moving responds after reviewing the documentation.
Customer Answer
Date: 01/30/2025
Attached the complete email conversation i had with the America first moving company for reference
Initial Complaint
Date:01/15/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
movers came to pick up my items from **************** on December 6th it took them over a month to deliver the items to my new apartment in ****** *****. I called them every day, but there was zero communication no ETA, no apology for delay, no discount or refund for the MONTH I SPENT SLEEPING ON AN AIRMATRESS!!!! To make things better they lost my move, the first two weeks after picking my stuff up they said it was on the way, and it would be there soon they assured me. Then the expected day came and went I called back and they said they messed up and did not process my move meaning it was stuck in one of their warehouses. Then the movers come in this last Saturday missing the hardware to my bed! Not the craziest thing in the world I mean everything else was there but I have a bed frame half set up because these dumbasses lost the hardware, I called them on Saturday it is now WEDNESDAY WITH NOT A SINGLE PHONE CALL BACK. THIS COMPANY IS TERRIBLE I WORK IN CUSTOMER SERVICE AND I WOULD BE EMBARRASSED IF I WORKED FOR THIS COMPANY STAY AWAY.
Business Response
Date: 01/16/2025
Greetings to our BBB Representative;
Thank you for allowing us the opportunity to review in great detail the specifics and what offers/discounts/compensation were arranged for this particular customers pick up. ******************** and foremost, we must acknowledge that **** ******* is requesting a refund and yet when our team has attempted to make contact with the customer, we have been unsuccessful. Unfortunately, we are not able to resolve the matter without having the opportunity to speak or converse with Mr. ************** Standard moving procedures for moving costs are split into 3 portions so the customer does not have to pay the full amount of the move at one time. There is a Deposit, then the balance of the work order is split into 2 payments, 50% at the pick up and 50% of the balance at the time of delivery. The Deposit was secured to us at the time of the initial booking for this reservation. The remaining funds go straight to the carrier, which we do not collect any of those funds. We are not able to refund or offer compensation or reimbursements on monies paid to another company, the moving company.
The reservation was completed on Friday, 11/29/2024 for Estimated Volume: 300 CF @ a Rate: $3.60 per CF Move Day: Friday 12/06/2024 - Saturday 12/07/2024. The Customer was offered an additional $300 discount during the booking process on top of the tariff discount, which overall has substantially lowered the cost of the relocation services. The Total Moving Estimate $1793.11 & Customer Deposit is: $813.28. The Inventory List reflects the following: Articles List 10 Items, 26 Pieces. *********** along with many other moving companies offer a ***************** phone call 1-3 days before the pick up date. This call allows the customer to make changes to ********************, change the inventory items listed, any significant change prior to the truck arriving onsite to perform services. This ensures that the movers have the appropriate allotted space for the customers belongings and to avoid any unforeseen issues. This QA Call reflected on 12/04/2024; customer did go through with the paperwork with the Agent and made a revision. There was 1 item added to the customers inventory list, for a new revision of Articles List 13 Items, 27 Pieces. No change in the space reservation or the cost. Al stayed the same from the original estimated quote.
Pickup services were executed on the assigned date of Friday 12/06/2024 ETA: 2-6pm. Customer advised that his **** ********************* available delivery date) of Monday 12/09/2024. Mr. ******* did not request or pay for express/expedited delivery services. Standard Delivery Procedures are applied. Based on the distance from *******, *******; 22032 to ******, *******; ***** is approx. ***** miles. We provided an estimated delivery spread which is based on the customers **** and distance. (See Attached document with highlighted areas). After the **** arrived, the customer called multiple times seeking ETA information and was anticipating the delivery to be on the ****. This is a requested date, not a guarantee. An update was provided on 12/13: ~ as per dispatch "Truck Left for transit 2 days ago delivery will be soon and driver will call".
Mr. ******* called numerous times a day at times, seeking updates on the trucks arrival. As per the industry guidelines, if express delivery is not purchased for a guaranteed delivery date, the standard protocol applies. The carrier is allotted up to 30 business days from the **** before the shipment is labeled as tardy. The customer was delivered within that timeline. To address his additional concerns; We have tried reaching out to you several times. When our *************************** spoke with you on Saturday 1/11, it was explained that we were happy to mediate and assist with any potential issues. It was also informed that we account reviews take on average 3-5 business days to perform but would try to get back to you within a few days (being that this call took place outside standard operating hours).
We have called and emailed you with a resolution to have your bed fixed by today, but we are unable to reach you via telephone or email at this time. Additionally, the team did state that there were some screws missing from the bed itself and that they were happy to try and find any necessary hardware at a nearby store in order to complete the reassembly at the time of delivery. Regardless, we are more than happy to continue with your account review as previously informed. Please contact our Customer Support team at any time and we are happy to put you in contact with management to discuss any further applicable steps for resolution.
Thank you for your time and consideration regarding this matter.
America First Moving Customer Support Dept.
Initial Complaint
Date:01/15/2025
Type:Order 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 reached out for a quote we discussed the items I planned to take with me When I received the initial price, it was far beyond my budget, so I declined the offer.Later, I received a call with a significantly reduced pricefrom over $3,100 to under $1,800 for the move. I agreed, paid the deposit, and signed the contract under some pressure, as the representative waited on the phone for me to complete it.The company contacted me to review the inventory and stated that I would need additional space, which would now cost over $3,800. The price had fluctuated from over $3,100 to under $1,800, and now back up to $3,800. Feeling taken advantage of, I explained that this new price was significantly higher than my initial quote. The representative argued that the contract only included small and medium boxes and claimed I had added more items, such as a Christmas tree, a chaise lounge, and a queen headboard. I couldn't understand how these additional items nearly doubled the price.I was placed on hold and later told the price would remain the same. When the movers arrived, they again mentioned needing more money. I said we should cancel if they required more payment. The mover stepped outside, made a call, and then said they would provide more space but warned that any excess would cost extra. I reiterated that I didn't have more items and that we should cancel if it didn't fit. Once most of my belongings were on the truck, they said the additional space was used up and it would cost another $500-$600 to fit the rest of my furniture. I refused. Then, I received a call from the rudest customer service representative ******* *******. I felt taken advantage of. The first representative knew I had never used professional movers in this capacity before and exploited my lack of knowledge. After I initially declined the high price, they reduced the space needed and adjusted the size of my items to lower the price, only to increase it once I was in a vulnerable position.
Business Response
Date: 01/15/2025
Greetings to the BBB Representative;
Thank you once again for the opportunity to answer and address this matter with some additional information that was not shared with your office by the customer and how the problem was resolved onsite as well as an after the fact proposed resolution.
The customer completed a reservation with our company Tuesday, 01/07/2025 06:33:54 PM. First and foremost, we must acknowledge that Kaisha ******* total cost of the move is recorded on the Total Moving Estimate $1778.96 and she is requesting $2,100.00 which is approx. 84.5 % of the cost for this move from the estimate. Unfortunately, we are not able to accommodate that request and here is why. And her move was also serviced.
Unfortunately, we are not able to accommodate that type of request. You see, moving costs are split into 3 portions so the customer does not have to pay the full amount of the move at one time. There is a Deposit, then the balance of the work order is split into 2 payments, 50% at the pick up and 50% of the balance at the time of delivery. The Deposit was secured to us at the time of the initial booking for this reservation. The remaining funds go straight to the carrier, which we do not collect any of those funds. We are not able to refund or offer compensation or reimbursements on monies paid to another company, the moving company.
The customers original reservation was completed on Tuesday, 01/07/2025 06:33:54 PM for Estimated Volume: 531 CF @ the Rate: $2.25 per CF for the Move Date: Saturday 01/11/2025 - Sunday 01/12/2025. The Customer was offered a substantial discount by utilizing our tariff discount, which overall has substantially lowered the cost of the relocation services. The Total Moving Estimate $1,778.96 & Customer Deposit is: $652.31. The Inventory List Articles List 28 Items, 82 ******************************* along with many other moving companies offer a ***************** phone call 1-3 days before the pick up date. This call allows the customer to make changes to ********************, change the inventory items listed, any significant change prior to the truck arriving onsite to perform services. This ensures that the movers have the appropriate allotted space for the customers belongings and to avoid any unforeseen issues.
This QA Call reflected on 01/09/2025; customer did go through with the paperwork with the Agent and there was no revision, the customer was advised during this call that she will need quite a bit more space to hold her shipment. No changes means that the original Agreement is in place for the pick-up. On the day of services, the ******* reported that the customers shipment contains additional volume (******* CF additional). After some speaking with the ** at the *************** and the *******, we were able to resolve it by allowing the ******* to load the space reservation of 531 CF, plus an additional 319 CF (free of charge). That is a $717.75 discount implemented on her behalf. There was a report 200 CF left unloaded, and if the customer would like to take those remaining pieces; ** offered to take all additional property for an additional $400 because they`ve already given her 300cf additional for no additional cost. We also were informed that the reason for the increase of cost, the Ms. ******* furnishings are larger than we estimated and she had 10 additional items that we were unaware of which used more space on the truck. Our staff reiterated and reviewed the steps multiple times, in detail, providing specific answers and options to choose from.
Due to these facts, the carrier attempted to go above and beyond to help Ms. ****** while she is needing to move to another location. The carrier discounted her overall cost heavily. Now that we are now receiving these notices of the customer dissatisfaction, we attempted to reach out to her directly to resolve any other concerns. She has not responded to our calls, VMs left and emails. Our main goal to to find an amicable solution to this matter and we will need Ms. ****** to communicate with us to make that happen for her.
We look forward to getting a response from Ms. ************* Thank you for your time and consideration in this matter.
America First Moving ***************************
Business Response
Date: 01/15/2025
UPDATE ~
We are submitting the remaining the other documents that were not able to upload in the previous entry.
INVT PAGE 1 & 2
AFMS - BME Agreement
The original paperwork compared to the notes that were reported for the ** Call and the customer rejecting the advice that she will need more space, before the truck even arrived, then the onsite increase and how we resolved it by offering additional discounts.

Customer Answer
Date: 01/21/2025

Complaint: 22813019

I am rejecting this response because: It does not address to rectify the issue.

I feel that the initial quote was deliberately lowered to secure my signature, only for additional costs to be added later. I was informed that canceling the contract would result in losing my deposit, which left me with no viable alternative. Despite repeatedly explaining that I had no additional funds, this issue remains unresolved.

I have responded to emails and returned phone calls, yet I am still waiting for a callback. It feels as though no one has gone above and beyond to assist me; rather, efforts seem to have been focused on taking advantage of my situation. As a first-time customer, I relied on your team to clearly explain the process. Had I been fully informed from the start, I would have canceled, saving both myself and your team time and resources.

Additionally, I have not seen any acknowledgment of how I was treated by *******. I am also seeking clarification on whom I should be communicating with to resolve this issue. I have been in contact with both the ** and customer service, which has only added to the confusion and reinforced my belief that there has been a ******************** and decision-making.

Your response so far has only provided your perspective and has offered no viable solution to rectify the issue.

Business Response
Date: 01/22/2025
Greetings BBB Representatives;
To acknowledge the Customers grievances; we are outlining our answers to address each one to show the purpose of the step & how the conclusion was reached.
1). The original quote was not under estimated. Our Agents take the customer's inventory list, enter it into a database that is regulated by governing agencies, and base each entry off the items standardised dimensions. Being that there are hundreds if not thousands of variations of each type of household item that can be purchased or made, we must take a generalised and standard set of dimensions that would properly identify that particular item. Unless the customer specifically states that the item in question is a custom piece and provides the exact measurements, the standardized measurements are what is calculated for an overall space reservation.
2). Cancellation Policy has very specific guidelines that are listed. If the customer is cancelling days before the pick up date, outside of the given ***** period 72 hours (national standard cancellation period) would classify the customer ineligible for a refund based on that information. However, should a customer still be ineligible, our ****************** would review the file to discuss alternative options if available for positive outcome. Not every customer will opt for this avenue but we do offer a file review if necessary.
3). We have attempted multiple times to reach the customer, left VMs, and in turn she has phoned back at different times, not reaching the Department Manager who is handling this file. We have on record that substantial discounts were implemented to assist Ms. ****** with the overall cost of the relocation, but not 100% of the additional fees were waived. Ms. ****** is seeking additional compensation when both companies have collaborated to offer discounted costs for services which she received.
As we have not been able to speak with Ms. ****** directly and only leaving Voice Mails and emails, resolution is still outstanding. However it is our position to make sure that it is recorded the customer was aware prior to the pick up, she was going to need more space, therefore the cost was going to increase, she still opted to proceed forward with the pick up, received hundreds of dollars discounted and is still seeking further compensation. We will keep the parties updated with the next phase of development that takes place.
Thank you for your consideration in this matter.
America First Moving Customer Support Department

Business Response
Date: 01/22/2025
Inquiry to Additional Information from the Customer:

At this point, since it seems that making contact with Ms. ****** via telephone has been unsuccessful, we would like to ask Ms. ****** directly ~ what is your desired resolution, within reason? We are unable to speak or get a specific answer from Ms. ******* only her opinions and personal feelings. We would like to present a positive outcome but we are not aware of what she is specifically seeking at this time. Please advise so the proper steps can be taken.

Thank you.
Customer Answer
Date: 01/23/2025

Better Business Bureau:

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

Sincerely,

****** ******
Initial Complaint
Date:01/09/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am seeking financial compensation for damages to my personal property during an interstate move in OCT 2024.
Business Response
Date: 01/10/2025
Hello and Greetings BBB Representatives;
We have taken some time to review the events recorded on Mr. ****** account and how he expressed concerns during the relocation process. We understand that he is seeking compensation for the damages he informed us of his belongings in transit. On Thursday 1/09/2025 at approx. 7:30pm (EST); we received an email from ***** to our office asking for steps on how to file a claim. Our Customer Support Department responded to his email with step-by-step instructions to follow to submit and complete. (We attached the email sent to the customer on 1/09/2025 @ ****** EST). We also notified the carriers office so they are aware he needs to report damages and have the opportunity to reach out to him directly. **** does not take part with Claims. This is disclosed within our paperwork we provide to each client during the original signing process. To assist in showing that we disclosed these details at the booking phase of the reservation, we have attached the file documents of Binding Moving Estimate and the *************** Bill of Lading. The customer will also sign the carriers paperwork, Bill of ************** Contract and would be required to sign at the time of pick up and delivery as well as the Drivers Signature to complete these steps.
We understand that each customers shipment of their personal property is very important to them. AFMS does not take part in any phase of the claims process. That pertains to the filing, the submitting, adjuster review and settlement. This will all be handled directly through the carrier's Claims Agent or in-house within their carrier company. The claim is a separate entity from America First. We would like to see what we can personally do for Mr. ***** to possibly help this matter meet its desired resolution point all while filing and working with us. It is important to us that we are able to allow our customers to vent their concerns and find a positive outcome to that particular concern.
Our Customer Support Team will reach out to ***** to discuss what we can do to help. We will keep your office informed of any headway we are able to make in getting to a resolution.
Thank you for your time and consideration in this matter.
America First Customer Support Department
Initial Complaint
Date:01/08/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 3, a *** from America First Moving quoted me a cost of $1855.01 to transport the contents of my one-bedroom apartment from ************* to **********, *******. I paid $661.91 by credit card, and was advised by America First to pay the remaining $1193.10 to the mover in cash. Pickup was scheduled for August 8. I signed the contract, which provided for a move of up to 300 cubic feet of items.On August 7, an America First *** named **** contacted me to conduct a verbal 'walk through' of my items. Prior to the call, I measured all of the containers, and advised **** the contents measured 240 cubic feet, far below the 300 cubic feet provided for in the contract. Despite this, **** demanded that I pay another $595.71 on my credit card - even though he couldn't observe the items. On August 8, the movers arrived. When the driver arrived into my apartment, he took one cursory glance at the items, and without any explanation demanded a further $620.00 in cash, in addition to my paying the existing charge of $1193.10. On August 9, I reached out to an America First ***resentative named ******** to complain about being charged the extra $595.71 and $620.00. She advised she would escalate the matter to management, but I never heard back from anyone at America First. My items arrived into ********** on August 24 and on August 26. On August 28, I conducted an inventory of the delivered items and discovered that one of my containers was missing. I reached out to America First but have received no response or resolution to my being overcharged, or to my request for a search of the missing container, which was clearly marked with my address and identified as 'box 46'. I successfully disputed the August 7 charge of $595.71 with my credit card issuer. I would like America First to refund the $620 wrongly charged by the driver. I would also like America First to make an effort to locate my missing container or to compensate me for the contents therein.
Business Response
Date: 01/09/2025
Greetings to our BBB Representative;
Thank you for the feedback on this file. This move took place in August of 2024. First and foremost, we must acknowledge that *********** ****** total cost of the move is recorded on the Bill of Lading as $3,467.61 and he is requesting $3,137.61 which will be 91% of the cost for this move. Unfortunately, we are not able to accommodate that request and here is why. And he is still being serviced. Unfortunately, we are not able to accommodate that type of request. You see, moving costs are split into 3 portions so the customer does not have to pay the full amount of the move at one time. There is a Deposit, then the balance of the work order is split into 2 payments, 50% at the pick up and 50% of the balance at the time of delivery. The Deposit was secured to us at the time of the initial booking for this reservation. The remaining funds go straight to the carrier, which we do not collect any of those funds. We are not able to refund or offer compensation or reimbursements on monies paid to another company, the moving company.
The customers original reservation was completed on Wednesday, 01/01/2025 for Estimated Volume: 351 CF @ the Rate: $4.00 per CF for the Move Date: Thursday 08/08/2024 - Friday 08/09/2024. The Customer was offered an additional $200.00 discount during the booking process on top of the tariff discount, which overall has substantially lowered the cost of the relocation services. The Total Moving Estimate $1,855.01 & Customer Deposit is: $661.90. The Inventory List Articles List 3 Items, 26 ******************************* along with many other moving companies offer a ***************** phone call 1-3 days before the pick up date. This call allows the customer to make changes to ********************, change the inventory items listed, any significant change prior to the truck arriving onsite to perform services. This ensures that the movers have the appropriate allotted space for the customers belongings and to avoid any unforeseen issues.
This QA Call reflected on 8/07/2024; customer did go through with the paperwork with the Agent and made a revision. This is recorded and signed by Mr. ****** on Wednesday, 08/07/2024 11:57:47 AM (ET)). New reservation Estimated Volume: 351CF @ the same rate $4.00 per CF. The new Total Moving Estimate $2647.61 and we secured an additional payment ($595.71) for the changes and increase of 51 CF (Inventory List Articles Articles List 9 Items, 65 Pieces). Customer Deposit now reflects $1,257.61.
On the day of pick up, (80/08/24) the customer did not reach out to our office to ask for assistance if there was a discrepancy onsite. Instead, we received notification the following day that the customer was unhappy with how the pick up went. He explained how he measured each and every item and his calculations were different from what the carrier visually estimated and then packed in the truck.. Be mindful that the customer did not refuse service, turn the carrier away and he agreed to the revision that the movers provided onsite. The inform per the paperwork more space would be utilized in the truck by his belongings. (By our review of the breakdown it looks as the customers goods took up 165 CF more, and the overage in volume was $271.61). The customer also had an elevator fee of $75.00 that was an accessorial fee recorded, which is outlined within the documentation that it could be applicable if required. In this case, a high rise building unit is on the 11th floor, the fee applies. After speaking with a Customer Support Agent, ***** opted to dispute charges with his CC merchant and was awarded the $595.71 back. **PLEASE BE AWARE**, even though we did not receive those funds back from the customer, he still received credit as if he did pay that amount, and it was deducted from the overall cost of the move. On the bottom of the Bill of Lading, you can see ($1,257.//) as Deposit and that is a deduction. We technically only have $661.90.
Next to address; total balance of the move - the deposit, leaves a balance due. The original balance due is $1,985.71. Here is the pick up contract breakdown: Total cost: $3,467.61 - deposit $1,257.00 leaves due: $2210.00
Original balance due on AFMS Estimate: $1985.71 (the difference is not $620.00 - it is actually $224.29). So in all actuality, the customer overages were $225.00 plus he charged back a $595.71 Credit card payment to us, he got money back, got credit for that amount which ended up covering the $225.00 in additional cost. He technically came out ahead $371.42 at our expense. Because the customer paid the movers or the shipment would not have been offloaded at delivery. The customer is upset over a missing box from shipment. The customer can file a claim through the carrier for any reimbursements or compensation based on the elected level of coverage.
This matter has been resolved for quite some time. The customer retrieved funds back due to the dispute and we are not seeking further action. *********** can complete the claims process if he is interested in doing that. Please be mindful of the deadline and cut off time to complete the submission. He can send a request to the Customer Support Team. The main problem here is this move took place almost 6 months ago and attempting to resolve it now seems futile. We appreciate bringing this out however, we were the ones being shorted at the end of the day since the charged back amount was conducted a month after delivery and we absolved the matter completely. We wish the very best for 2025 to you and your family for health, wealth and prosperity.
Thank you so much for your time and consideration in this matter.
America First Moving Customer Support Department.

Business Response
Date: 01/09/2025
2 Documents Attached: ~~

Our apologies, We were supposed to attach the Original Binding Moving Estimate along with the ** Revised Binding Estimate Agreement.
These 2 documents will shows that there was a slight increase to the customer's inventory list, items and overall CF space needed.
Then while looking over the onsite paperwork and the financial breakdown comparing balance due and balance recorded plus taking into consideration the charge back amount, it all makes sense and allows the customer to have ******************** performed, pay and then retrieve funds 30 days after delivery from his card merchant due to the filed dispute. This addition was for information purposes only for the BBB Representative to review on our behalf.

Thank you again for allowing us to present our facts recorded on this file.

Customer Answer
Date: 01/10/2025

Complaint: 22786814

I am rejecting this response because:
The original estimate and subsequent contract provided for a move of items totaling up to 300 cubic feet in size. The containers amounted to 240 cubic feet, yet I was still charged two extra fees (one on the day prior to the move over the phone, and one in cash on the day of the move). As mentioned in my complaint, I successfully disputed the first charge with my credit card issuer, but wish to be refunded for the second charge of $620.00.
America First Moving has still not addressed the fact that its sub-contracted mover lost one of my large moving containers. The actual mover - and not America First Moving, which is the subject of this complaint - contacted me yesterday. When I complained about my missing container, he responded by stating 'these things happen'. America First Moving did not contact me after I previously complained about the unauthorized charges of the loss of the container. America First Moving did not advise me that it was merely a broking service for movers, and not a standalone operation. Had I known, and in light of the above experience, I would not have even considered patronizing America First Moving.
Sincerely,

*********** ******
Business Response
Date: 01/13/2025
Greetings to our BBB Representatives;
To address the customers concerns one at a time; he was asking why; America First Moving has still not addressed the fact that its sub-contracted mover lost one of my large moving containers. After a customer reports an item missing or damaged; the carrier company will be advised of missing items or damages. There will be a trace conducted in attempts to locate the customer missing belongings. If located, the carrier will make arrangements to get that item delivered to the customers address. If that item is not located, the custom can file a claim for the items through the claims process which is sent to them directly. AFMS is not involved in the Claims process through the carrier. The second concern; the additional charge for $620.00. As per the Bill of Lading from the carrier, we do not see this particular charge listed. Now, there can be many reasons why a customer has an additional fee or what we call accessorial service. This can be a shuttle service, meaning the semitrailer can not access the customers location and a smaller truck will be needed to get the delivery completed. There is something also called long carry fee, any footage over 75 feet from the domicile is applicable. Same with Bulky Items fee (vary per item) as well as Stair fees, (first flight is free, any additional flights are applicable.) Again, looking over the Bill of Lading, as we posted, the balance due at delivery was $620.00. That is not for a particular fee. It is the balance due on the overall services performed for him by the carrier. (the *** from the carrier has already been posted for review). Since this is an exceptionally older file, we will need to request additional information from the carrier office. The breakdown provided in his documentation is for an overall service. And the Carrier (as the customer is claiming to not be an authorized carrier) has the proper documentation to perform household goods relocations with proper DOT registrations and licensing. IF more investigation is required for this file from August 2024, we can continue on our efforts. However, we must question why did it take so long for Mr. ****** to file a complaint or even attempt to notify our office that there was something wrong. Having a significant amount of time lapse makes resolution of an old file a bit difficult but we are always willing to assist. We will reach out in efforts to find a positive outcome to this matter.

Thank you for all your patience in this matter.
America First Moving Customer Support Department

Customer Answer
Date: 01/14/2025

Complaint: 22786814

I am rejecting this response because:
The response from America First Moving Services (AFMS) states that '**** is not involved in the claims process through the carrier'. This statement epitomizes my biggest complaint about ****: it didn't have the integrity to advise me during any stage of the move that it was merely a moving broker and not a mover, thus requiring me to deal with two separate parties. Once issues arose, it simply washed its hand of any responsibility and instead referred me back to its subcontracted mover, the corporate entity name of which **** never provided me. To this day, I still don't know who the mover actually is, other than the first name of one of its representatives with whom I have spoken.
AFMS' below response also states that the additional charge of $620 wasn't documented. This corroborates my complaint. Of course it wouldn't be documented, because the driver demanded that I pay him that amount in cash the day of the move. What choice did I have other than paying the driver on the spot? AFMS then provides scenarios which could theoretically justify this additional charge. None of these existed for my move, nor did the mover provide any explanation to justify the additional charge in any event.
AFMS further refers to this matter as being 'exceptionally old'. This is simply untrue. The move pickup occurred on August 8, 2024, approximately five months ago. My first complaint to **** (to which no response was ever received) was made on August 9, 2024. I received most of my belongings on August 24, 2024, with four additional boxes that AFMS and its mover had misplaced being received on August 26, 2024. My subsequent request to **** to locate the missing shipping container was similarly ignored. Further, **** also did not contact me during my credit card dispute of the first overcharge of $595.71. In light of the above timeline, no reasonable person would conclude that this matter is 'exceptionally old', especially given the fact that **** has made no attempt to resolve my dispute in any event.
I would appreciate AFMS refunding the $620 overcharge to me, and to locate my missing shipping container, which was labelled as box 46.
Sincerely,

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

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