ComplaintsforAmerican Moving Solutions LLC

• Initial Complaint

  01/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  When I initially set up the contract via phone, I was quoted that monthly storage would cost approximately $200.00. After signing the contract, I was informed that monthly storage would cost approximately $1,000.00. Per contract, I was required to pay this company $3,000.00 up front.When I made complaint to the company, they told me that the person who quoted me $200.00 was fired. I asked for a refund of my $3,000.00, they refused and cited the contract. I strongly protested that I was lied to and scammed. The company stopped communicating with **** am still requesting my refund. Reason for filing after one year is the company stopped communicating with me, and I was in the process of having a home built and moving moving.

  Business response

  01/11/2024

  We apologize for your dissatisfaction. We will review your signed written estimate and determine if the amount you were expected to pay for storage was quoted in writing as thats what we go off of in the moving industry. On a side note, the normal cost for carrier provided storage ranges from $.60 - $1.00 per cubic foot per month. These rates are disclosed in all written estimates. 

  Customer response

  01/11/2024

   
  Complaint: 21112106
  
  I am rejecting this response because:  First of all, The individual that the company claimed to have fired for informing me that storage would cost approximately $200 per month, did in fact lie to me. When I verified storage fees with company management as my move date got closer, management informed me that it would cost approximately $900 per month. I had informed both the individual they fired and management that I needed storage since my new home was still being built in *******. I sold my existing home on 17 June 23 in Washington, and did not know for sure if my new home would be completed in Aug 23. I arranged to stay with family in Washington until my new home was completed. This is why I had requested storage. Management informed me that the individual they fired did not place the storage request it in the contract, which was another fault of the company. This is when management informed me that it would cost approximately $900 per month. Since I was lied to about the storage fee, and addressed it with management who stated they fired the employee, that management felt this was justification to refuse a refund of my $3,000. Hence, I chose to use another moving option. Had the company in fact provided storage for $200 per month, I would have used this company. For the company to now state a storage fee that is lower than the quoted $200 per month, clearly shows that they are still not being honest, and are just doing everything they can to avoid refunding me the $3,000 that was paid up front as a broker fee. I appreciate the fact that this company fired the employee who lied to me concerning the storage fee, but that does not give the company an excuse to not refund me the $3,000.  Since this company was not being truthful and is negligent, that is a breech of contract. When I informed this company of that fact, they stopped communicating with me. 
  
  Sincerely,
  
  ***********************

  Business response

  01/11/2024

  Thank you. We are no longer booking any new moves or taking on new customers.  We will have someone look into this and try to respond in a timely manner. 

  Customer response

  01/12/2024

   
  Complaint: 21112106
  
  I am rejecting this response because:  Company has not provided resolution. I am waiting for the company to provide adequate resolution in a timely manner. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Tricked and scammed out of money

  Business response

  05/28/2023

  We apologize that you took the time to write up this complaint.  We addressed your issues on 09/17/2021 at 11:22 AM EST....which is longer than 18 months ago.  You told ** you were incorrect and you apologized. We identified a calculation error and corrected it as per your approval. and satisfaction.

  We consider this matter closed and we appreciate your trust and confidence. 

  Customer response

  05/31/2023

   
  Complaint: 20114167
  
  I am rejecting this response because: American Moving Solutions claims that I received just compensation.  I never received any type of compensation which he claims I did.  I rarely complain about company's practices but American Moving Solutions tops the worst of the worst among the worst.  If I could (and everyone else that has been scrammed) post a review directly on their website, they would have ZERO customers.  I see that ********************* is still scamming people out of money which makes me super angry as he continues to take money from people hand over fist!
  
  Sincerely,
  
  ***************************

  Business response

  05/31/2023

  We apologize for your perception of our company.  This is a matter that you complained about in 2021...nearly 2 years ago. We have resolved our issue with you in 2021.  We are all perplexed here as to why this has resurfaced.  We are not sure how to help you beyond what we have done so far and not really sure what exactly it is you want.

  Customer response

  05/31/2023

   
  Complaint: 20114167
  
  I am rejecting this response because:  I never got satisfaction from American Moving Solutions.  Yes, its been a year since my last correspondence but I am still very angry at the money you tricked me out of.  All you wrote was one lie after another every time I responded back to defense.  Moreover I continue to see more negative complaints about your company and only wish I could tell each and everyone "Don't do business with American Moving Solutions because  they will trick you, lie to you, and when you call them, they never return your calls". 

  Shame on you and your company.

   

  We apologize that you took the time to write up this complaint.  We addressed your issues on 09/17/2021 at 11:22 AM EST....which is longer than 18 months ago.  You told ** you were incorrect and you apologized. We identified a calculation error and corrected it as per your approval. and satisfaction.
  We consider this matter closed and we appreciate your trust and confidence. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  08-26-22: I was scammed by a moving company, American Moving Solutions. They initially quoted me $3337 on 08-26-22 for a move from *********, **, to *************. I put down a deposit, and waited for my moving date to be determined. 09-11-22: Before moving day, there was a problem with a calculation, now a new estimated quote of $7322.75 on 09-11-22, two days before the move, second deposit given. 09-13-22: Moving day, **************** show up, they know nothing about what was promised by American Moving Solutions. I call American Moving Solutions to try and figure out what is happening, no solution reached. Please see uploaded document "DETAILS ABOUT MY PROBLEM" to get the full picture of what happened to me.American Moving Solutions Job No: D7319572

  Business response

  01/29/2023

  We are sorry your move did not go smoothly as we hoped it would.  Sounds like the carrier did a phenomenal job.  We appreciate the time you have taken to type up a letter.  You seem to have a great idea how we run our business.  What you have failed to mention is you were not fully transparent with your inventory from the beginning. During the ***************** call you added additional items.  You have 2 estimates....the first 1 and the 2nd one.  Go look at them.  They are different.  The 2nd one is more expensive because you included more stuff then what was on the first one.  Clearly there is no bait....what's is the switch?  You read both estimates and agreed to them.  What can we do to rectify your unhappy expereicne?

  Customer response

  02/04/2023

   
  Complaint: 18946726
  
  I am rejecting this response because:The first estimate requiring 410 cubic feet was too low, and I believe this was done deliberately and on purpose, to get me to sign and put down a deposit. I compared the inventory lists from both estimates, please refer to attachments: ARTILCE LIST 2022-08-26 and ARTICLE LIST 2022-09-11, both taken from previous attachments: ESTIMATE 2022-08-26 and ESTIMATE 2022-09-11.
  
  Yes, I added items to my order for the second estimate, the added items are highlighted in yellow, see: ARTICLE LIST 2022-09-11 compared to ARTICLE LIST 2022-08+26. These additions equal an additional 65 cubic feet of space needed. 410 cubic feet initially + 65 = 475 cubic feet.
  
  Somehow, I was charged twice for my sectional sofa. The representative added dimensions for my 6 piece sectional sofa (5 sectional sofa pieces + 1 chaise for sectional) to the second estimate (see: ARTICLE LIST 2022-09-11 circled in green), however, this was already included in the first and second estimates as 1  BUILD-A-COUCH (6 PIECE) circled in red. So now the sofa is listed twice.
  
  My first estimate was for 410 cubic feet at $3337 which included my sofa 1 BUILD-A-COUCH 6 PIECE, I added 65 cubic feet of extra stuff, 410 + 65 = 475 cubic feet. Based on your estimates for 410 and 900 cubic feet, 475 cubic feet should cost $3862. You charged me $7323, I would like a refund of $3450.00.
  
  Sincerely,
  
  ***************************

  Business response

  02/08/2023

  We rely exclusively on our customers reading and agreeing to what they signed.  If you noticed a discrepancy then you should have notified us before your move...not after the job was serviced.  We go off what we are told, ********** to you in writing, we ask you to read it, and sign off on it.....then we even give you 72 hours to rescind.  However to come to us after your job has been serviced to accuse us of making things up on purpose....you are basically admitting you did not read what you signed when you signed affirming your read and understood the terms and conditions.  Help us understand how we are at fault?

  Customer response

  02/12/2023

   
  Complaint: 18946726
  
  I am rejecting this response because: We seem to be going back and forth. I have already stated how American Moving Solutions used deceitful business practices by giving me a quote during the first phone call that was too low, 410 cubic feet to move a whole household of belongings, too low by half, since I went room to room measuring every item L x W x H. By low-balling the amount of cubic feet I actually needed, their initial quote beat out all competitors I was considering. Later, I added approximately 65 cubic feet of items, but somehow my total cubic feet went from 410 to 900. I don't know what else I can say. I have gone into great detail on how they tricked me into signing up on the first estimate during the first phone call - by quoting me LESS than I needed in cubic feet, then raised that estimate later to 900 cubic feet, a problem with my sofa, and I can't prove this because it was said during a phone call and I did not record the phone call. We are going around in circles, I have already gone over the tactics they used. I can't prove what they told me over the phone. I did call twice before the day of the move to question the price and cubic feet needed, I did not wait until after the move! I can't prove what they told me over the phone - I did not record the phone calls I had with American Moving Solutions. There is nothing more I can say - American Moving Solutions uses deceitful practices, they will initially give you an estimate that is too low to get you to sign, then later the estimate is increased, and when you question the math and the price later on the phone, you are told not to worry, it will work out after everything is on the truck, day of the move. Again, I do not have recordings of these conversations on the phone. BBB: is there anything else you need from me? Please let me know if I am not clear about what happened, I have now explained myself 3 times, how many times will I need to go back and forth with this business?
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I set moving from ***** to ***** with company. Gave a detailed list of what needed to be disconnected/disassembled and moved. I was given an amount. I paid the down payment and received several calls confirming my delivery date would be within 3 days of pickup. When the moving company arrived on 9/2, they did not take all of my inventory and overcharged me saying the square footage was mis calculated. I contacted American moving and was told they couldnt do that without contacting Them first. I was subsequently told repeatedly over the course of 2 weeks someones would get in touch with me. I asked for a manager and was told they manager said to email the issue and she would contact me back. Still have not received any. communication. I finally was able to contact the company that picked up my items. He said he was not told I expected immediate delivery and he would let me know when he could deliver. I contacted him 8/19 he said he would deliver that Friday. ****** came and later that evening he said his truck was broken and he had ************************************************************ know at a later date. American moving had no problem accepting my money but I have all the problems of the incomplete delivery and terrible customer service. I am still waiting on a callback for a resolution and still waiting for my items to be delivered.

  Business response

  09/27/2022

  We apologize for a poor experience. We can review your Bill of Lading and compare it to the original estimate and determine what inaccuracies if any exist. Regarding immediate delivery, this is not something that is standard as its an upgrade service that can be included at the time of reservation or pick up for sun additional fee. Its called expedited delivery.  Please send the *** to ********************************************************** so our resolution team can review.

  Customer response

  09/28/2022

   
  Complaint: 18135597
  
  I am rejecting this response because:

  I sent the bol on 9/2.  The company has repeatedly ignored my calls and request for assistance.  In regards to expedited delivery, I was told 3 days for delivery but it is now 9/28 and I am still waiting for delivery. 
  
  Sincerely,
  
  *****************

  Business response

  10/21/2022

  We apologize for a poor experience. We can review your Bill of Lading and compare it to the original estimate and determine what inaccuracies if any exist. Regarding immediate delivery, this is not something that is standard as its an upgrade service that can be included at the time of reservation or pick up for sun additional fee. Its called expedited delivery.  Please send the *** to ********************************************************** so our resolution team can review.

  Customer response

  10/24/2022

   
  Complaint: 18135597
  
  I am rejecting this response because:

  I have repeatedly sent a copy of the *** to only be told someone would contact me. No one ever responds to my requests.   
  
  Sincerely,
  
  *****************

  Business response

  10/28/2022

  We apologize for your experience. We show multiple calls to you unanswered. Please call ********** when you can do we can assist you with your request. 

  Customer response

  11/03/2022

   
  Complaint: 18135597
  
  I am rejecting this response because:I have called customer care several times only to receive voicemails and never be called back.  I reject the accusations that I did not answer your calls because no one has called. 

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

  Business response

  11/30/2022

  We apologize for your experience. We show multiple calls to you unanswered. Please call ********** when you can do we can assist you with your request.

  After an audit of your file we determined the Bill of Lading shows more items than the estimate.

  Customer response

  11/30/2022

   
  Complaint: 18135597
  
  I am rejecting this response because:

  you are not truthful with trying to contact me.  Every time I call, I am told someone will call me back and no one ever does.  The original BOL I signed and paid the down payment shows everything that was supposed to be moved.  Some items were not moved and yet I was still charged twice the about in my contract.  When I tried to speak to someone I only receivesomeone will call you back or I dont understand what you are asking about.  Its aggravating and a pathetic business that will not try to get to the bottom of my concerns.  It is seeming more and more like American moving and pelican movers are scam artists and intentionally mischarge at the beginning to scam the consumers after they sign the contract.  
  
  Sincerely,
  
  *****************

  Business response

  12/14/2022

  What phone number are you calling?  We looked at our phone records and only see 3 calls from you in the last 60 days.  All 3 occurred on 11/03/2022. 1 missed and 2 connected.  1 call lasted 15 minutes and 40 seconds.

   

  Select all Type Phone Number Name Date / Time Recording Action Result Length Customize Columns
  Select item To:************** NUMBER PRIVATE 11/03/2022 2:00 PM VoIP Call Call connected 0:00:10
  Select item To:************** NUMBER PRIVATE 11/03/2022 1:13 PM - VoIP Call Call connected 0:15:40
  Select item From:************** NUMBER PRIVATE 11/03/2022 1:10 PM - Phone Call Missed 0:01:21

• Initial Complaint

  09/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Received a quote from this moving company giving them measurements etc. for items needing to be moved. They came out with 63 items and unfortunately unable to only accommodate for nine items at $5800. My original estimate from the beginning was $3800. Once they get here and you find out that you are unable to Move your things they charge you double the price to add anything. Obviously I took away additional items and they still were unable to get the items in which they quoted me. They charged me $180 to put a piece of cardboard on my washing machine calling this a crate that was necessary and they had to build by hand on site. as a single person, I had no choice but to allow them to take my heavier items not to mention they had $2500 of my nonrefundable money, now they have over $4,200 of my money. I have photos of everything that occurred. I played phone tag with someone on Sunday. Since the work week no one has returned my calls Nor try to resolve any issues. When I spoke to the quality assurance/general manager, she was rude and over talk to me the entire time. Only once I was rude back did she ever listen to what was going on. This is before the truck arrived. I have yet to have anyone call me since the truck left. they tell you everything you want to hear until they get here and then you were at their mercy because they have not only your money but wasted time. Not only do I want to be compensated for money spent but this business needs to be reprimanded. This does not include the damage done by the movers themselves to my home. They should not be in business. The people calculating the cubic feet have no business in that position. The way they handled the calculations it is a pure simple scam.

  Business response

  09/14/2022

  We are sorry to hear that you are not happy.  Can you forward us a picture of the crate that you say is "cardboard"?  We would need photo or video evidence in order to ask the carrier for a concession.  Also, after reviewing your file it appears your estimate with us includes 61 pieces (see below).  As you are aware we do not get paid the balance of your move, it goes directly to the motor carrier.

  Articles List 28 Items, 61 Pieces
  Qty Items
  General
  1 ARMOIRE, LARGE
  1 ARMOIRE, REGULAR
  2 BAR STOOL
  1 CABINET, MEDIUM
  1 CHAIR (LIVING ROOM CHAIR)
  1 DRESSER, DOUBLE
  1 DRYER
  1 FILE CABINET, DOBBLE
  1 FLOOR MIRROR Qty Items
  1 KING BOXSPRING (BED)
  1 KING ******** (BED)
  2 NIGHT STAND
  1 ROWING MACHINE
  1 SOFA 2 CUSHION LOVESEAT
  1 SOFA 3 CUSHION COUCH
  3 T.V. FLAT SCREEN 36`` - 59``
  1 TREADMILL
  1 WASHING MACHINE
  Final Qa Qty Items
  15 BOX 17X19X18
  15 BOX 24X18X16
  1 CABINET, 1 DRAWER
  1 DESK, RETURN (L-SHAPE)
  1 FILE CABINET, 2 DRAWER
  1 FILE CABINET, 3 DRAWER
  1 FULL FOOTBOARD
  1 FULL HEADBOARD
  2 FULL SIDEBOARDS
  1 T.V. CONSOLE

  Customer response

  09/14/2022

   
  Complaint: 18024188
  
  I am rejecting this response because:

  first of all I reject it because Ive already sent the photos. Second I reject it because even though it is 61 items pieces versus 63 the truck only took nine. The person who calculated the estimate did not know what she was doing. Costing me money and time. I would have never gone with the company if I knew it was going to be so costly. They made it very clear that if I had gone over the unloaded space it would charge me double. Not sure how someone thinks that getting 9 pieces on a truck  In the allotted space considering it was supposed to be 63 pieces is adequate. One of the very many issues with this company. They love to appoint blame and take no responsibility. As far as the moving company I did not brokerage with them I hired American Moving Solutions, LLC.  This company has been nothing but a scam from the very beginning.

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

  Business response

  09/15/2022

  In the 4 pictures you sent, 3 were your items wrapped in moving blankets and 1 was a copy of your estimate with lines drawn through some of the items.  Could you kindly point out the where are the cardboard materials that were used instead of a wooden crate? We reviewed your file and we do not see anywhere where you requested (and paid for) crating service.  You are saying we don't take responsibility and we are a scam.  How could we take responsibility for a crate not being done properly when it is not even on the original estimate?  Also, kindly email us the Bill of lading so we can compare to what the movers loaded on the truck versus your Estimate.  You can email this to ***********************************************************

  Customer response

  09/26/2022

   
  Complaint: 18024188
  
  I am rejecting this response because:

  Please see the attached photo of my washing machine.  Please note the "handmade crate" the truck leader said was $180.  When I asked him if he planned to place it in a wooden crate or something else, he said, "No, this was all they do."  They did this to both my washer and dryer. Charging me $360 total.  They tried to do the same for my 3 TVs and my treadmill.  I told them I would wrap them myself.  Of Course, it did not matter because they only took the treadmill.  The original quote was for 55 pieces. I later added and took pieces off the list due to pricing, ending with a final quote of 61 pieces.  I went through this list extensively with multiple people at American Moving Solutions, LLC and finally the ******************* person who supposedly was the General Manager as well. I gave measurements and pictures of boxes, desk and filing cabinets, along with descriptions of the varies pieces that needed to be transported during the move.  The movers/transporters did not have to pack any items.  They took my couches completely apart, this has never been done, even when delivered from the furniture store did they have it taken a part.  Just one of the many scams to take up space.  The lead mover made comment about my one Armoire being large; however, I made it clear on to the Brokerage American Moving Solutions, LLC that it was large and it is noted on the quote list as such.  

  
  **Keep in mind they only took 9 pieces out of the allotted 61 pieces.  Otherwise, they were going to be charging me DOUBLE according to the AMS.  Thankfully, I took plenty of photos.  Even showing how they have their trucks marked off for measurement. Unfortunately, the movers do not understand cubic feet versus feet.  According to professional calculations the pieces only occupied less than 380 cubic feet on the truck. Charging me for 623 Cubic feet. 

  
  The truck is marked off in Feet.  It was a standard size transport truck.  I have photos for this as well.  They do not stack anything, leaving a LOT of dead space, again taking up space. I told them to let me know once the allotted space was filled.  When I got on the truck to see why they could not take any additional pieces without charging me, let's just say they are not packers or movers.  They left a lot of usable space open and refused to stack anything. I had to ask them to stand a piece of furniture of its side to get at least one more piece in the truck.  I tried to explain they could have gotten more but they were not having it.   I have moved many times and never had any of these kinds of issues.  This does not include the gouges in my staircase or wall, or the additional tears in my laundry room vinyl, nor the trash left behind.  
  I have since rented a truck to transport my remaining items by myself.  While the cost of the "cardboard crate" is disturbing in itself, the fact that only 9 pieces made it on the truck instead of 61 pieces is far more disturbing.  I hired AMERICAN MOVING SOLUTIONS, LLC not the other company.   
  This has cost me unexpected money and time, not to mention the stress and frustration throughout this entire process.  
  
   Sincerely,
  
  *************************

  Business response

  10/05/2022

  Unfortunately the 4 pictures you included only shows mattresses and a few other things including a chair.  It does not indicated that all of your items were loaded onto a truck nor does the picture show the delivery.  It really doesn't tell us anything.  You mentioned crating of a washer and dryer in your complaint but did not include any pictures.   If you can forward us a copy of the Bill of lading we can audit your file and see what concessions if any can be offered.  

• Initial Complaint

  09/12/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Subject: BBB complian American Moving Solution 9/12/22 We hired the American Moving Solution for our long distance move from ***, ** to **********, ** in 8/2022 after serching for good reputal long distance mover. On the web, it was rated 4.8/5 wi/all the positive reviews. When it was contacted on 8/03/22. On phone, I was told that total cost will be $7702 then $600 d/c will be given due to it's USACE move. After est. binding contract was signed w/total cost $7,702.00 incl ************* fuel, 30 days free storage. On 8/03/22 Paid $2200 deposit w/citi card, bal due 50% on pickup, 50% on delivery for moving date, Fri 8/19/22. When ***** called to CF moving detail-inventory, pickup/deliverty address, total cost... but he said total cost is $8302.00. I had to callback But,why price diff? she told me that they have to listen to phone recording but no supervisor on site and have to waited until Monday then called back. But I had to callback and was told that her and ***/Owner had listen to recording and since there's misunderstanding, he is auth $600 QA credit on pickup. On Fri, 8/19/22(moving day) by 12 noon, still no movers/truck arrived. Even thou multiple confirmations done w/multiple employees, the last one on 8/17/22 w/*******, QA rep who charged & demanded for add $799.11 stating that if she dosen't get $799.11 she will cancelled pickup. I Paid w/NFCU debit. On Fri 8/19/22- no call, no show. Enclosed **** by ***** <********************************************************> to ***************************** Hey ******,Please take a look at the file for Job #******* --job was not fulfilled as the carrier didn't have a truck/mover wasn't *** until 8/22 or 24th, move was scheduled for 19th&20th --carrier let us know they couldn't handle the dates. This was not acceptable to the client as they were leaving town, the client wrote in requesting full Refund. *****, ******************* Customer Support Email: ********************************************************** ************** Main, *************** Text **********************************************************

  Business response

  09/27/2022

  We are familiar with your job.  You did not allow us to dispatch a carrier within the dates on your estimate.  We received a credit card dispute for both of your charges.  We do not collect any money unless 2 documents are reviewed and signed:  a credit card authorization and a printed estimate.  You read and signed both for each charge.  We responded to the credit card companies and will answer your disputes.  This case is considered closed.

• Initial Complaint

  08/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted this company for my move. They quoted a price. Reviewed with me all the items to be moved. These items were seen in pictures on the zillow website as my house is for sale. A list was provided. The first truck sent to my house would not take the items as their truck was not big enough. The second truck they sent still could not fit all the items in the space American moving solutions had quoted for the amount of room needed for my furniture. Both companies wanted more money to move all my items. I had complained to this company the first time telling them they did nit quote correctly. They stated they would still move my things for the price quoted. But this did not happen as many items had to be left behind. I will attach an email. I cannot get an answer from this company on how they are going to fix this problem after several calls and email that is attached.

  Business response

  08/19/2022

  There has now been 2 separate occasions where 2 separate moving companies came to your home and reported you had additional things that were not on the original inventory.  We reviewed the pictures your brother or brother in law sent us and compared it to the Bill of lading and there is stuff that was not on your estimate with us.  

  Customer response

  08/22/2022

   
  Complaint: 17734959
  
  I am rejecting this response because:
  This is exactly the items on their inventory.  They saw the exact items in pictures on Zillow.  The exact items are listed on their inventory list. They under estimated the room the items would take up on a truck 
  Sincerely,
  
  *****************************

  Business response

  08/22/2022

  Both carriers told us the exact same thing: you had more items.  Pictures on Zillow does not match the original inventory that you signed off on when you booked your move with us.  We reviewed the Bill of lading and found discrepancies from what was placed on the tuck versus what was listed on the estimate.  We coordinate *****+ moves a year and not once has a carrier ever told us "our measurements are wrong".  We apologize, but 2x we were told the exact same thing by 2 different carriers that take a lot of jobs from us.  

  Customer response

  08/26/2022

   
  Complaint: 17734959
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer response

  08/29/2022

  The attached list is the list provided by American moving solutions.  The things checked or marked as one of 2 or 3 is all that was received.  The list was supposed to be able to be packed on the truck  as you can see there are many things on their list that did not make it on the truck in the space they stated it would.  This has nothing to do with extra furniture as they stated.  

  Business response

  09/10/2022

  We did not underestimate anything.  ********** carriers reported you had more individual items that was not disclosed on the original estimate.  We estimated exactly correct as both carriers complained about the same exact thing....you had more stuff then what you told us.  

   

• Initial Complaint

  08/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They charged me $650 as a deposit to schedule our move. We had to cancel our move. I was informed when I called to cancel that I will not be refunded. Not once when I scheduled the move did anyone tell me it was nonrefundable. He (*******) told me that I had to pay the deposit in order to schedule. He then sent me something to sign so we could process the payment. I found out since then that what he sent me was a contract, and in the contract somewhere it says the deposit is nonrefundable. But he did not tell me that over the phone as he was ******* me through the process to get to the payment. I also have proof that the contract email came to my inbox after the payment authorization came to my inbox. They will not refund my deposit even though theyve offered no services to me, theyve done nothing, and they did not explain that it was nonrefundable. Ive read other reviews of this company and theyve apparently done the same thing to multiple people. It is a scam. I never wouldve authorized such a large deposit if I understood that it was nonrefundable. This is a huge chunk of money that I cannot afford to lose but theyre holding hostage anyway. Because they were not up front with me. As you can see in the screenshot, the credit card authorization email came before the contract email (as email is sorted by time, with most recent at the top).

  Business response

  08/06/2022

  We sent you a response to your email with all the documentation that shows you read and signed the agreement prior to your credit card being charged. We are requesting you withdraw your complaint as it is baseless and you know it. Its one thing to disagree with our policy, its an entirely different thing to blatantly lie to the BBB. 
  

  Customer response

  08/08/2022

   
  Complaint: 17682727
  
  I am rejecting this response because: they have been extremely dismissive, rude, and have insulted me multiple times in their email communication with me. Theyve now accused me of lying when it was their salesman who rushed me through the contract telling me to sign it as soon as it comes through so we could hurry to the payment portion to schedule my pickup. If you listen to the recording of the phone call, I was not made aware that the deposit is nonrefundable and I was not given time to read the contract. I have not lied to the BBB and I have already provided documentation showing the credit card authorization arrived in my email prior to the contract. As seen in other recent reviews on the BBB, there have been multiple people who have been treated in similar fashion. Further, 30 BBB claims within the last 12 months is a very high number of claims. I am clearly not the only person running into this scam. 
  

  No other moving company charges hundreds to thousands of dollars to book a move, and most of them dont keep it if you cancel. Again, this is a scam, not a legitimate business. Theyve also faked most of their ****** reviews (except the bad ones, obviously). That is clear and evident. 
  
  Sincerely,
  
  *************************

  Business response

  08/10/2022

  We are sorry to hear you feel we are rude.  Personality opinions are subjective.  One thing we did not do is use profanity in any of our communications, we did not make accusations of you, nor did we insult you.  What you are saying is you did not read the agreement nor did you read the Credit Card Authorization.  Both documents have our cancelation policy carefully explained.  Our Credit Card Authorization, which is 1 page, has it written in the middle of the document.  We rely on our customers reading what they sign.   It is only then, do we process their credit card payment.

  We apologize you do not agree with our cancel policy.  We will hold your deposit towards a future move should you decide to continue your move. 

  Customer response

  08/12/2022

   
  Complaint: 17682727
  
  I am rejecting this response because: this is not about subjective rudeness. This is about shady business practices. Your agent rushed me through the process telling me to sign it as soon as it comes through without giving me time to read so he could take my payment. That is not honest business and I, again, am clearly not the only person youve done this to. Theres a lot of claims filed against you through the BBB in this year alone. 
  

  I made it VERY clear I did not want to continue being contacted by you. And yet you still kept contacting me. THAT is the point when I used profanity. Because your employees do not know how to listen or treat their customers. I was very clear. I said to not contact me again. And they contacted me again. 
  

  Rudeness and mockery isnt the issue. It only made ************* times worse. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I chose AMS for 2 reasons 1) They promised that the move included most charges, absent my underestimating my items, and 2) they only hire A-rated companies. Neither of these things was true. They hired 2 F-rated companies. Reviews indicate that both companies are notorious for finding extra cubic feet and for delivering stuff late, damaged or not at all.I chose the moving date of June 29 because AMS told me that since my move was 377 miles, my things would be delivered in "one or two days". When the movers arrived, they tried to get me to sign multiple incomplete documents. The driver literally shoved them in my face 3 times and made it perfectly clear that they werent doing anything until they were signed. As I informed AMS, they dropped my TV while still in my apartment from the top of a 6-foot pile of boxes. They also, apparently because they didnt want to reopen the truck, stuck my mattress onto the back of the truck. At the end of packing, the movers had magically found an extra 400 cubic feet and doubled the price of my move. My box count was correct; the only thing that I forgot was my elliptical (its not a big one), and we had left some wiggle room of several cubic feet when AMS did my final inventory check. At that point, I had no choice but to pay because they had my stuff. I informed AMS about these issues.After being promised delivery several times and several no-shows, my things arrived 16 days later and were severely damaged. I had informed AMS several times that my things were late; I was told that they had 14 days to deliver and called a liar when I said that I was promised my things in 2 days. Also, regarding my TV, I was told "it wasn't like they threw it to the ground on purpose, did they?"That was typical of my customer service experience. They are extremely unprofessional. My concerns have been met with hostility and blame. I requested money back, as I certainly did not get the services that I paid for. Nothing was offered.

  Business response

  08/06/2022

  We responded to your trustpilot and Yelp reviews. We appreciate the feedback and your request for us to pay for your move has been denied. 

  Customer response

  08/08/2022

   
  Complaint: 17682569
  
  I am rejecting this response because:  AMS provided no answer.  They referred to their response to my reviews on other sources. First, the responses to the reviews don't address my concerns; rather, they basically call me a liar.  Again.  Second, the answer that they provided exactly identifies the problem.  They have washed their hands of the whole thing.  They don't deny any of my allegations or acknowledge any responsibility for this horrible experience and the horrible experience of so many others.

  One other thing of note is that they hold themselves out as an A-rated company, who as I mentioned before, only hires A-rated companies.  They provided links to reviews at the time that they were trying to get my business.  I don't what these sources were, but I find nothing online that indicates that they are an A-rated company.  I believe that they use fraud and deception to induce people to sign contracts.  Their contractors, in turn, use coercion and intimidation. 

  I do not accept their response, and I expect my money to be returned.

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

  Business response

  08/09/2022

  As you are probably aware the BBB is useless.  It is a "For Profit" franchised organization. 

  We appreciate your opinions and will take your suggestions into consideration.  We deny any wrongdoing and as mentioned in our previous message your request to have us pay for your entire move has been denied.  If you wish to discuss this in greater detail kindly call ************* at **************.

  Customer response

  08/13/2022

   
  Complaint: 17682569
  
  I am rejecting this response because: again, it fails to address any of my concerns. I will certainly try to call customer service again, but Ive had had many calls and exchanged many emails with customer service, and there has been no attempt to resolve it from AMSs side. 
  
  Sincerely,
  
  *****************************

  Business response

  08/18/2022

  Your request for a full refund of the entire cost of your move has been denied.  We apologize for the inconvenience.  

• Initial Complaint

  07/26/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The original transaction was made on April 25, 2022. Attempted cancelation on June 1, 2022.I was contacted byJohn at AMS (Logistics Coordinator). We did a phone walk-through of my possessions to be moved. The move was to an as yet to be determined location as I did not yet have a final destination (which was outlined as somewhere in the western U.S.) and was going to have my possessions stored for a 6 month period. I was rushed through the process and was told I had to accept their proposal that day in order to get a scheduled move date and receive the senior discount. I owned a home with a friend who unfortunately had passed away on April 7th and I had to place the home on the market and have a moving plan, all under difficult emotional circumstances. As it turned out I was able to locate a rental home just 7 miles from the home I was moving from and was going to have friends help me move and use the services of a local moving company. The original estimate I was provided by AMS was a total of $7,301 which included pick up, storage for 6 months (total for storage was $1,750) and delivery to my new location. My deposit was $2,920 and I paid that immediately. I notified AMS that this was going to be a small local move rather than the complicated one which we had estimated and therefore needed to cancel my contract with them. The *************************** solution was to email their cancelation policy, which was to keep the entire deposit or apply it to a future move. I obviously found this quite unacceptable (I had secured an estimate from the local mover for $1,800, which ended up to be $1,500 as it took less time than they had estimated. Not wanting to lose my deposit, I asked AMS what the cost would be to make the local move and they quoted me the $2,920 deposit PLUS an additional increase of over $3,100 and that the distance of the move was 35 miles (it is actually 7 miles). This obviously made no sense to me. Called ****. No return call.

  Business response

  07/26/2022

  You said: "The original transaction was made on April 25, 2022. Attempted cancelation on June 1, 2022."

  We have a 72 hour cancelation policy that was disclosed to you prior to the completion of the order.  We will hold your deposit for up to 1 year to be used for a future move, or if you wolf like we can apply it to a move for a friend or a family member.  

  Customer response

  07/28/2022

   
  Complaint: 17625321
  
  I am rejecting this response   After reading additional complaints on the BBB site, I had no expectations that American Moving Solutions would respond in any way other than this.  That is the only way they ever responded to me - quite unprofessionally and unethically.  I do understand they have a cancellation policy, however the amount of the cancellation alone is at least double the entire cost to me to be moved by a reputable firm, and the amount they were going to charge to complete the job, had I proceeded, was unconscionable .  While I had no expectation they would adjust their cancellation policy in this matter, I find it necessary to go on record with the BBB to hopefully prevent their unethical practices to affect future potential customers (who hopefully will check with the BBB before entering into a contract with them) from suffering this kind of loss.  I only wish I had checked them out with the BBB before I did.  Had I done that and read the other complaints I would not have found myself in this position.  After reading those complaints it is clear to me that I undoubtedly saved a great deal of further financial loss and may possibly never have seen my possessions again.  BBB - Thank you for listening.
  
  Sincerely,
  
  ***********************

  Business response

  07/28/2022

  You seem to not agree with our written cancelation policy that was disclosed to you prior to your booking on multiple documents.  It is very professional to ask our customers to actually read what they sign and agree to the terms and conditions prior to allowing us to charge their credit card.  We find it unprofessional to question our ethics when we exercise our written policies and procedures.  Our cancel policy is put in place for a reason.  You have the opportunity to apply your deposit towards a future move or if you would prefer assign it to a friend or family.  Please let us know if you change your mind and decide to use us in the future.  

*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. ↩