Complaints

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:07/18/2024

  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.

  The final expense that had to be paid to the movers before they would unload our truck was 281% higher than their original contract.5/30 initial contact/original bill of lading6/21 price went up We initially paid the extra charges. We sent an email a couple hours later and said we wanted to cancel. They could keep the $1933 already paid. **** called and told that was fraud and we could not do it. Also at this time he told us this call was being recorded and he had a record of us wanting to commit fraud. Later found out **** lied. It would not have been fraud.On 6/21 ******* told us the truck could take guns but no ammo. At pick up drivers said no guns. *** told *** on the phone to have the movers move the guns and be unaware of them. The movers and the brokers were telling us it is illegal for them to move the guns and how they would get around the law. 6/21Jessica also told us we had 72 hours to cancel. Later that night *** sent an email to **** asking for copy of recorded calls to hear what ******* said. **** replied saying the recorded calls cannot be shared and are for training purposes only.Pick-up was changed to 6/25.Frustration led to call with the brokers. *** started to use condescending information. *** said, We cant do more for your budget. They had almost tripled their initial bid at this point and wanted to insult our budget. *** said to *** that we asked to cancel everything on 6/21 and we were told we could not. *** said *** could not say that because he was on a recorded line. (again using the recorded line as a threat against us for what we are saying). Every time we talked with the brokers, everything was always changing and immediate response required. Make a decision. Sign these papers. Accept raise in cost or commit fraud and know we wont deliver until payment received. Lies were told and information was withheld until it was shared in their favor and at another cost to us.

  Business Response

  Date: 07/26/2024

  To whom it may concern,

  We first and foremost, apologize if the client was dissatisfied in any way with their relocation services. We would like to address any concerns step-by-step.

  Regarding payment due at delivery. each client's contractual obligation is to provide payment at delivery prior to offloading. This is an industry-wide standard. 

  Referencing the transportation of firearms, it is at the discretion of the individual shipper/ agent/ carrier as well as the laws surrounding the states being transported to and from whether this is possible. The statement made by our management team when this was discussed is that we cannot force any moving team to knowingly transport firearms, and that this is an industry-wide standard for safety and security protocols.

  In respect to any pricing alterations, we did have extensive conversations with the client directly, and issued a substantial return of their payment in order to assist with any applicable overages. To our knowledge and understanding, any outstanding issues had been resolved. 

  We are committed to providing our clients with the highest level of customer service and support, and if the client feels as though there is anything further to be discussed, or any potential way we can assist in reviewing their account, we are most happy to have our upper management speak with the client if the would like to contact our Customer Support team.

  Customer Answer

  Date: 07/27/2024

   
  Complaint: 22010444
  
  I am rejecting this response because when my husband and I speak with them, they are legally incorrect and offensive. We cannot proceed without legal action or an arbitration hearing. We either want a refund or will continue with the next steps.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/02/2024

  To whom it may concern,

  We still apologize for any dissatisfaction. We have spoken with the client at length multiple times and have taken every course of action possible in attempt to remedy the overall situation. Please see the following as taken from our previous reply:

  "In respect to any pricing alterations, we did have extensive conversations with the client directly, and issued a substantial return of their payment in order to assist with any applicable overages. To our knowledge and understanding, any outstanding issues had been resolved."

  Additionally, we have attempted to contact the client multiple times and our calls are being sent directly to voicemail. Should the client care to discuss their account further, we are happy to speak with them.

• Initial Complaint

  Date:07/17/2024

  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.

  When originally setting up the delivery I was told and they looked it up that July 9 2024would be perfectly fine to have our things delivered. Once the weekend of the 9th comes around. Nobody answers the phone so Monday (8 July 24) morning we finally get a hold of somebody and they were like no thats the earliest date available to have your things delivered. However, we had employees who promised us the 9th we would just be verifying a time that they cannot do that. So we talk to a couple of people and then they said OK we will get in touch with you and then we get a voicemail and then we return the phone call stating that our things would be here between Saturday and Monday July 13 through the 15th well the 15th arrives and nobody has shown up so we give another call and inform us well if you didnt get a phone call from a delivery driver then it isnt going to show up from our record to show that it might get there next week.So we will leave and go to get our children who are in ******* so we head out and at 10 PM at night we get a phone call telling us our things would be there delivered at 9 AM so instead of continuing our journey to ******* to get our children we had to turn around and arrive at our home at 8:23 in the morning and then we are informed the gentleman stopped to rest for a few hours, which thats fine. So, he tells us he will be here at 1 PM we validate if he has a weight ticket and he didnt know that it was on a military base so were like well. What do we do now hes like well. Im in contact with my boss right now and will give you a call back while like two hours later we call back says he still waiting and time is pushed because he isnt moving without word back. we get a phone call from somebody else stating that he has our things and he is 13 hours away and he will arrive in the morning on 17 July so we stayed here then get a call from the original person and states he will be here at 7 AM still nothing and nobody answers calls.

  Business Response

  Date: 07/26/2024

  To whom it may concern,

  We sincerely apologize for any delay in the client's shipment. As we are at the peak of the moving season, some delays can occur when it comes to the transport time for deliveries. Nevertheless, we understand and appreciate that our client's time is valuable and the importance of communication within this process. If the client would be so kind as to please reach out to our Customer Support team, we would be happy to put them in contact with our upper management staff, as we are committed to finding a reasonable and amicable resolution. 

  Business Response

  Date: 07/26/2024

  Additionally, the client's property has been delivered at this point in time.

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22002059
  
  I am rejecting this response because:
  We had to constantly call and try to figure out what was going on and constantly getting wrong information on top of that our stuff was thrown around and moved vehicles without our knowledge we had broken things as well as water damage 
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/12/2024

  To whom it may concern,

  We apologize for any confusion or frustration as stated by the client. We also apologize for any delay in the shipping time. The status of each client's shipping can change in real-time, and we kept the client abreast of any changes to the best of our ability. This is especially true during peak moving season times (June through September). We again apologize for any confusion or delays in the clients shipment time.

• Initial Complaint

  Date:07/17/2024

  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 wish there was a way to really expose the fake reviews and the bait and switch scheme these movers are. H3731373*3436313936H of all they are brokers, not H313*3339333734363133H company. They assigned me to some 2nd company and the guys who showed up were some absolutely random 3rd company.Once they guys show up they tell me cuft estimation is wrong, and doubled my bill acting as if they are doing me a favor. After that nobody is picking up phones or anything. After good 1* days I finally hear back (when I was told max * days or a week), because guess what, they had a 4th company in the middle H313*3339333734363133H my stuff on semi.Then a 4th company comes with U-Haul truck for which I am asked to pay extra $1800. I am suing all the folks involved including them for exploiting people badly, and fraudulent business practices. If you see them calling you run as far as possible.

  Business Response

  Date: 07/26/2024

  To whom it may concern,

  We are terribly sorry to hear that the client did not have a satisfactory experience. We are even more sorry to hear that the way we were informed of the client's dissatisfaction was through this complaint, as no contact was made by the client to America First expressing any concerns - leaving us with no opportunity for internal resolution. Had we been informed of this situation as it was ongoing, we would have absolutely had the ability and opportunity to immediately assist and remedy any live-time issues.

  To quickly clarify, we are unsure as to why the client is stating there are so many different "parties involved", as we believe he is confusing the term "party" with "teams". While it is true that the pickup and delivery teams may not be the same, this does not mean there are multiple parties involved. Even if there were multiple parties involved, as an industry-wide standard, networking is crucial to ensure services are delivered to our client's individual needs as best we can.

  Additionally, we have contacted the client and in an attempt to remedy any dissatisfactions, America First offered to reimburse the client the $1,800 applicable shuttle fee oh behalf of the carrier, to which the client declined and stated that he was uninterested. We would also like to clarify, that the client has made clear that his concerns were regarding the direct carrier as opposed to America First. Should the client wish to discuss his account further, he is welcome to contact our Customer Support team. 

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 22001864
  
  I am rejecting this response because:

   - Fraudulent practices: You never call customer you have done a border line fraud with to not listen to the whole situation, and offer $1800 to take down BBB review. The guy on the phone was trying to be dominating and pushy by saying you had bad experience I heard all recordings you can take $1800 as sorry money and take down this BBB review. THE INTENTION SHOULD BE TO FIX THE ISSUE NOT GET USE MONEY TO BUY REVIEWS! The call I got was not to fix the issue, but to make a mockery out of me for accepting the fact that I was quoted 2000 cuft worth load at load, and then somebody stacked it in a way that it fits under 1200 cuft and walk away. 

   - Denying they control moving company in the middle: Initially support guy denied the movers being separate company and later during conversations I was able to make him say that they are partners and they will talk to HR department. These folks are supporting each-other by creating these shells isolating problem and confusing people to not have single point of contact. There is a different QA, different person who signs you up, and a different carrier (including pickup and drop-off folks being different). I can only imagine how many people they are playing this scheme with. 

   - Not ready to listen & using demeaning language: Accusing me of being martyr for holding the bar and demanding justice to fix things (YES he used the word martyr on me thats), and telling me not to be upset with him (despite making me pay $7000 on top i.e. 2x quote price). The support guy was acting like it's not a click and bait scheme. Why would you quote less to get me into situation so that when movers are on door and I have tickets booked I can't do anything but write them checks. 

   -Threats, Unrealistic expectations & holding you accountable via contracts: 2 days before move I tried calling QA left voice messages, when I was clearly told that I have QA's number and I can call her. Nobody picked up! No body returned a call! Not a message! Now being told when things were happing why didn't you call our support. I am being held accountable for not reaching out to support in the middle of 2 people calling me to shill $1800 or they won't unload (slow clap). I did all the push back with people in the middle, but nobody took any responsibility. In fact the ****** actually told me "We will take the legal way" challenging me to go sue ********** Just like these folks are not taking responsibility of the sh*t I have to go through. This business practices have scam written all over them! 

  Business Response

  Date: 08/02/2024

  To whom it may concern,

  We offered to cover the cost of the shuttle service on behalf of the carrier in good faith in attempt to assist in remedying the situation. The client did decline this offer, and despite the rejection, our offer still stands should the client choose to accept it. The client has also had several separate contact calls with our upper management and we are happy to still discuss the client's account with them if they would like. We hope this message finds you well.

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 22001864
  
  I am rejecting this response because:

  I am not trying to recover shuttle cost. I would want the company to answer the fraud they pulled off by constantly changing CuFt. It went from less than 900cuft -> 2000cuft (when picked up) -> 3/4th of 1800cuft truck when delivered. By just offering dolly truck I am not being compensated for the labour cost that was tied to 2000cuft and the additional volume that was charged. They should compenstate for that cost which will be way more than $1800 of dolly they are offering. Right now it's buy out the bad review by throwing money rather than actually fixing the problem. Shady business practices, and ************* has been conducted here. 

  
  Sincerely,
  
  Zohaib ***********************

• Initial Complaint

  Date:07/12/2024

  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 had my stuff picked up on the 19th of June in ******* CA. There was a multitude of issues and damages. They showed up hours late. Instead of contacting me about there being an incident I had to call and ask what was going on. I was told 8-12 they showed up past 3. When they did show up, there was multiple up charges, including one saying they had to walk more than 70 feet, they did not have to walk more than 70 feet. We had a hard time communicating and was confused due to a language barrier which is no ones fault but made it more frustrating because we couldnt understand why we were getting all these extra up charges for a tiny U-Haul that wasnt even half way filled. Instead of informing me that they damaged my expensive gaming desk while taking it apart they decided not to tell me and I found out upon delivery seeing the drilling hole. I was informed it would only take 3 days to deliver, 7 at most if there was severe weather conditions. It took 10 days with no severe weather conditions. I called to get an update on day 7 and they said it would be delivered that day, they came 3 days later which I had called again to get an update. They told me essentially if I wanted my boxes Id have to be ready within that hour at the beginning of the call, then at the end of the call they said theyd be there in three hours. When they finally showed up, there mustve been even more miscommunication because I was told to give them over 800 upon delivery but paid ************************************************** second guess the extra 1600 something I was charged in the beginning since calculations were off. They threw around my boxes even when they were fragile and then put another hole in my desk thinking I did not see it and said if there were any damages from moving contact you guys. I had my desk, screen, and chair damaged and Im missing things. Not only that they put back together my desk wrong after damaging it. Leaving screws out again thinking I wouldnt notice.

  Business Response

  Date: 07/26/2024

  To whom it may concern,

  It has been brought to our attention that the client is dissatisfied with the length of time regarding their delivery, as well as the potential for an account review of her charges. Our *************************** has tried to contact the client to place their account under review. If the client would be so kind as to contact our Customer Support team so that we can reach some kind of resolution, we would greatly appreciate the opportunity to rectify any dissatisfactions.

  Customer Answer

  Date: 08/06/2024

  Trying to also get in contact but due to one person overseeing it, it is hard to get into proper contact as no one else will talk to me about it. Will be keeping notes and keeping this updated.

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 21980087
  
  I am rejecting this response because:

  Trying to also get in contact but due to one person overseeing it, it is hard to get into proper contact as no one else will talk to me about it. Will be keeping notes and keeping this updated.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/16/2024

  To whom it may concern,

  We understand that the client is frustrated and we have several manager that have attempted to contact the client. Additionally, we have not heard from the client since 8/7, when we called the client yet again. We understand that all parties time is valuable, and we apologize if the client is frustrated. We have made multiple contact attempts with the client.

  We are here and happy to help Monday-Friday between then hours of 9:30 AM - 5:30 PM EST. We not only welcome, but also encourage the client to please contact our Customer Support team if there is anything we can assist with.

  Customer Answer

  Date: 09/06/2024

  Hello, I have been extremely busy with work and I had informed them that I would not be able to call them within the hours they were open due to my work hours. And when I had attempted to call them on a time they said they were available before I was slammed with work, said person was not in the office and they did not inform me beforehand despite telling me theyd be available. I was only called afterwards 1-2 times, and I again informed them that I was busy especially with work and the move. Please reopen it, now that work has died down due to the summer season being over. Thanks.

• Initial Complaint

  Date:07/09/2024

  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 from ** to **, when going over everything by phone, they covered the important details of the contract and told me where to sign all by phone. Never once telling me it would take 14 days to get my stuff. The driver got there to load my boxes on *****, he told me to put a delivery date, he said put tomorrows date if I want my stuff asap. He never once told me how long it would take. I called the following Wed, and was told that I didn't read the contract that per DOT regulations they had ************************************************** by phone and never said that. Then the guy said even though they have 30 days LEGALLY, I could have it as soon as that Friday. No one ever called or showed up. I called again the following week, I was told it takes 2-14 days, and they hadn't heard from dispatch. I call again, they are sending something to despatch. I wait til 14 days are exhausted, only to call and be told they have 30 days and my stuff is NOT LATE. This is not what I paid for, and seeing as how I have been rotating 3 outfits while moving is unacceptable. This company cannot tell me what is going on, the time continues to change, and then to say I am moving so many miles and thats the issue, when they should have said it was an issue from the start and I could have hired someone else that could perform the task without making excuses. They knew where this load was going, and never once said it would be an issue. I feel I have been misled, uninformed and I have remained patient with a company who's customer service decided to blame me for their inability to deliver my items in the specified timeframe.

  Customer Answer

  Date: 07/22/2024

  This business was given 10 business days to respond to this complaint to which they have not. I was called today by a lady who claimed to be a supervisor. She explained to me that a gentleman called her and got upset and told her that he would be contacting an attorney then hung up. I explained to her that I didn't know he was calling, because I never gave anyone the number, but assumed it was my soon to be son in law. I explained to her how I have been treated by this company. Even explained the rudeness of her staff to which she rudely told me she was looking at the transcript, and essentially alluding to me lying, I asked her if she played the call, to which she FINALLY acknowledged she had not, then she continued to say condescending things which escalated this issue further and got me HIGHLY UPSET, I attempted to explain what she did wrong which elevated the call and again, this woman was extremely rude and condescending, she kept placing me on hold until I could stop yelling. When I have been without clothing and everything else for the course of 30 days. She asked when was I ready to receive my stuff and I said I have been ready to receive it over 30 days ago. I told her I filed this complaint and she said she already knew about it, which shows they are ignoring this to the fullest. I kept asking to speak with someone above her, to which she REFUSED.. at this point, this company has exceeded the 30 days with holding my stuff hostage I have had no clothing, shoes or personal belongings. This is unacceptable and I will be contacting an attorney at this point and the *** board.

  Business Response

  Date: 07/26/2024

  To whom it may concern,

  First and foremost, we would like to apologize if the client experienced anything short of a wonderful relocation experience. While we are in our peak season, it is our utmost intention to complete all deliveries in the most timely manner possible. Only during summer months do we come anywhere close to utilizing the entire delivery spread, however, we understand each client's time and property are valuable and sincerely apologize for any delay in shipping time.

  We did contact the client and have reached an internal resolution that was agreeable to both parties. We thank the client for her kindness and attention to this matter so that we could reach an amicable resolution. 

   

• Initial Complaint

  Date:06/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got an estimate from ****, the sales rep, in May. We talked for 45 minutes. I explained it is my first time moving long distance so Im not sure how the process works. I needed my stuff in my new state on June 4th & was told that my pick up date of May 30th would be perfectly fine. It was within the 2-10 usual days for a move of my distance, 670 miles. ****** went well.Things went poorly when I verified with the pickup drivers that my stuff would be held in ******* until it moved to my new state. I verified it would be there on June 4th & they looked confused on how that was possible. I tried to call **** & got no call back. They told me to put my earliest arrival date as June 3rd so I did.No updates. I call June 3rd. ***** says he doesnt know why I was told that date, usual is 7-14 days. I call **** for clarification, leave a message, & get no call back. I talked to AMB dispatch & got no update. No one could tell me where my things were. I call many times over the next week and am disregarded. I called June 12 & June 14 & both times ** told my stuff will arrive by June 16. I did not get my things or any update.I call again June 17 & talk to ********. He tells me that they legally have 21 business as if thats what their standard is. I demand a refund & ask for an update on my things. He told me hed call me back with an update & never did.Tengys calls me June 20 to say my things will be delivered Saturday June 22 in the morning or early afternoon. I had to call twice on Sat to confirm timing.Driver from ******* shows up at 3:50pm. He is wearing flip flops & tells me someone else is on the way to help. My stuff was loaded in the middle of the truck. I waited 45 minutes for a guy from ********** smoking weed to show up & they moved the other persons things onto the side walk to be able to get my stuff out. They then sat on her chairs & asked me for a 5 min smoke break when all they had moved inside for me was one thing.Ridiculous. I want a refund.

  Business Response

  Date: 07/26/2024

  To whom it may concern,

  We are truly sorry to hear that the client's items were not able to be delivered within the courtesy delivery spread for the mileage of her move. Industry-wide standard does state that every shipper/ agent/ carrier in the ************* has a tariff of either 21 or 30 business days before the shipment is considered to be "late".

  While we are in our peak season for the moving industry as a whole, our objective is always to have each and every client delivered as soon as possible, and we do appreciate that our client's time is valuable. Only during summer months do we come anywhere close to utilizing the entire delivery spread. With that said, delivery spreads are in place for a reason. Logistics for deliveries are individual to each customer and the moves they are paired with. Smaller moves have to be paired with other smaller moves to keep moving cost-effective to the consumer. This can maximize a delivery spread.

  We again, sincerely apologize for any delay in the client's shipment and are happy to place the account in question under review. If the client would be so kind as to contact our Customer Support team, we would be happy to discuss a mutual resolution to this issue. We appreciate the client's time and consideration regarding this matter.

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 21895437
  
  I am rejecting this response because:
  

  The prolonged timing with the move is not the main issue. I understand it was delivered within the contracted dates allowed. However, as stated above, none of my concerns have been addressed. I have called every number available online for America First. None of my calls have been returned. I have asked for a manager or leaders number or for them to call me to discuss further the terrible customer service Ive had. That has never happened.

  Using BBB has been my last resort at getting into contact with any supervisor from America First. This company is fraudulent & does not care about customers. Even my concerns in the above complaint were not addressed & no one has contacted me directly. This proves my point.

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/02/2024

  To whom it may concern,

  Being that the delivery timeline seems to not be the focal issue and the client has acknowledged that the delivery did take place within the appropriate timeline, we are somewhat at a standstill in respect to resolution. 

  Regarding the clients claims against the carrier's team assigned, we have addressed this with the carrier directly and appropriate action had been taken without any proof of the incident being provided by the client. 

  We would like to note that the client had also spoken with a supervisor and any issues were discussed at length. If the client feels as though there is anything further she would like to discuss regarding her account, we encourage them to please contact our Customer Support team and we will happily put her back in touch with management who is familiar with her file.

  Customer Answer

  Date: 08/02/2024

   
  Better Business Bureau,

  I spoke with an internal agent to rectify the issue.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/20/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  America First Moving service. They are a brokerage company and contract their moving jobs I was quoted a price of $3000 for 450 cubic sq feet. We went over the items twice. when the movers arrived they informed me half way through loading I had reached the 450 cubic feet and they only had 1/2 the items on the truck. In order to ship the rest I had to add 200 cubic feet of space which cost $800 more dollars. After initially paying $1300 dollars, at time of pick up I was suppose to pay $1000 but ended up paying $1800 and that didnt cover all the items. After that the movers said on delivery Id have to pay a final amount of $800. I get a call from the second driver and he said the fee was $1100 at delivery. I made several calls to America first movers and texts to file a complaint to try and recoup $. No response to my texts or phone messages. The delivery driver called in advance wanting to deliver items between 4 and 5 pm. Arrangements were made for someone to be home They arrived three hours later. The person I spoke ************** I said I had items in trash bags. TVs wont be packed unless they are in a box even though I was told the movers would pack it for me as part of the agreement. False promises, misleading information just to get the sake and the consumer pays heavily in the end. Movers beware. Theyll tell you only a few complaints out of thousands isnt to bad but an honest company would try and rectify the situation. Also some people dont write reviews so we will never get an accurate number of complaints by this company. Run away from this company. I wish I had. If they choose to respond to this theyll lie to cover themselves and play the victim. Theyll talk about contracts. they dont have an issue with lying, misleading and showing they give zero fcks about customer satisfaction and they have no morals and lack decency to do whats right. They even claim BBB is a paid service so reviews should be ignored. Im writing this review for free.

  Business Response

  Date: 07/26/2024

  To whom it may concern,

  We are unable to locate an account for this client based on the contact information provided. If the client would be so kind as to contact our Customer Support team with a file ID number, phone number or email address associated with the account in question so that we can assist, we are committed to finding a mutual resolution for any issue or confusion. Thank you for your time and attention to this matter.

• Initial Complaint

  Date:06/16/2024

  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 contacted America First Moving for a move of household goods from zipcode ***** to ***** in August 2023, Job/reference # A1984873. I was adamant that I would ONLY use their moving services if my goods would only be transported on an EXCLUSIVE private truck. I did not want my goods shared with the household goods belonging to anyone else and I especially, under no circumstance, would want my goods transferred to another truck along the way. This was our agreement. Upon this agreement, I paid the deposit of $1006.23 on 8/21/23. The move was scheduled for 9/8/23. 1 day before the move date, 9/7/23, AFM informed me that an exclusive truck was no longer an option like we agreed upon. I immediately cancelled the move and requested a refund. They refused to refund! I did not use their services and had to find another company last minute to move my goods. Im submitting this complaint for help in resolving this matter and obtaining a refund for services not rendered.

  Business Response

  Date: 06/28/2024

  To whom it may concern,

  This client had opted for services almost one full calendar year ago, and we have carefully performed our due diligence surrounding this claim.

  There was nothing mentioned about a "designated truck" in the client's request to cancel services. The client made significant modifications to their inventory (adding over 750 cubic feet of space) during the ***************** process and they were not agreeable to the overages.

  Our Customer Support team made several attempts to find an agreeable resolution with the client only to be met with disconnected calls and demands for a full refund. Regardless of the client contractually not being entitled to reimbursement of any kind, America First made a good faith gesture in issuing the returned amount of $361.52. The client then issued a chargeback which America First provided all supporting documentation of their account, and the client's financial institution ruled in favor of America First and services rendered. 

  This complaint has been issued after the fact that their banking institution stated that the client is not entitled to further compensation, and as such, the client will not be issued nor offered any further compensation. We hope this information has helped to clarify the client's claims.

  Customer Answer

  Date: 07/03/2024

  Im willing to accept this businesss good faith offer of $361.52. He can I go about collecting this settled offer?

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21857222
  
  I am rejecting this response because the good faith amount of $361.52 mentioned in this companys response never went through. I have not received ANY funds from this company! The only transaction between us was when they took and kept my original deposit shown of $1006.23 and never followed through with their moving service.
  To resolve this matter I am willing to accept the good faith amount of $361.52 and close this case. 
  
  Sincerely,
  
  ******************

  Customer Answer

  Date: 07/10/2024

  Hi. Any updates on this ticket? What needs to be done to get this resolved? Its been a week since the last response. 

  Business Response

  Date: 07/26/2024

  To whom it may concern,

  We have provided all factual statements in our initial response, as follows:

  "To whom it may concern,
  This client had opted for services almost one full calendar year ago, and we have carefully performed our due diligence surrounding this claim.
  There was nothing mentioned about a "designated truck" in the client's request to cancel services. The client made significant modifications to their inventory (adding over 750 cubic feet of space) during the ***************** process and they were not agreeable to the overages.
  Our Customer Support team made several attempts to find an agreeable resolution with the client only to be met with disconnected calls and demands for a full refund. Regardless of the client contractually not being entitled to reimbursement of any kind, America First made a good faith gesture in issuing the returned amount of $361.52. The client then issued a chargeback which America First provided all supporting documentation of their account, and the client's financial institution ruled in favor of America First and services rendered. 
  This complaint has been issued after the fact that their banking institution stated that the client is not entitled to further compensation, and as such, the client will not be issued nor offered any further compensation. We hope this information has helped to clarify the client's claims."

• Initial Complaint

  Date:05/28/2024

  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 had hired these guys to move me and they did not complete the job. The date of the job was 5/17. They had damaged some of my stuff and parked on my septic tank. I had submitted this on 5/19 and was ignored. Since then, they have been giving me the run around about the claim for my damaged stuff, I estimate the damages to be over $1,000.00, they damaged a standing desk among other furniture.

  Business Response

  Date: 06/19/2024

  To whom it *** concern,

  We have spoken with the client and apologized for any damaged that *** have occurred, no matter how small. We have provided the client all applicable information regarding the claims filing process, as the client will receive reimbursement for damages from the claims filing process.

  Regarding the photos provided in this review, we are unaware what about the photos of the ground we are exactly looking at, as we do not see any sign of damages in those photos. Again, any damage to property or structure will go through the claims filing process for reimbursement.

  We again, sincerely apologize for any damages, and reimbursement will be issued through the claims filing process.

• Initial Complaint

  Date:04/26/2024

  Type:Sales and Advertising 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.

  Taking items that weren't on the list, not Taking everything. Increase prices on the spot, estimated the price that wasn't close.

  Business Response

  Date: 05/09/2024

  To whom it may concern,

  Based on our conversation with the client, this complaint was posted preemptively before we had the opportunity to review the client's account. Within this conversation, we were able to come to an internal mutual understanding of the charges. If further action is needed, please reply here. We thank you for your time.

  Business Response

  Date: 05/09/2024

  Please also see the attached document for the client's signed **** of Lading for additional reference.