ComplaintsforAmerican Moving Solutions LLC

• Initial Complaint

  07/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  7/23- After working together all day the moving companys truck was full and they left. They let me know I could contact them for a Monday pickup.The movers were solid/professional but American Moving Solutions original quote was $11K, up to $14k after the room by room walkthrough (and provided a ****cf estimate). The crew arrived with a ****cf truck, filled it, and was unable to take the last ~20% of our belongings at the end of a long day of work, and we were charged $21K!l based on the full ****cf. We provided nearly all of our own boxes, the movers informed us that full service did not include boxes or packing the boxes, but just wrapping large items with moving blankets and taping up the boxes.The biggest issue is that we still have a lot of our belongings (many of importance) randomly in various rooms, we are closing on the sale of our property on Tuesday 7/26 with flights booked.How can an estimating process be so far off? It has to be intentional, no company should have such a poor process to be ~60% off, especially when their primary core skill competency is supposed to be in estimating, unless lining up a movers schedule is all they claim to do.Lastly, the company seems to have a 5 star rating on ****** but 1 stars on Yelp, this cannot be fair marketing.In their Yelp responses they blame the customers (who have the same complaint as we do) of paraphrasing: not providing accurate estimates and why did you sign/pay if you disagreed - how can a homeowner be an expert at estimating moving cf? That is the experts responsibility to perform it fairly and if every homeowner estimates low, they should build a buffer so as to not cause a massive $10K surprise! After a long day and packing 80-90% into a truck, will someone really stop the process at that stage? Recourse is the only option.

  Business response

  07/25/2022

  Thank you for contacting the BBB.  If you were not aware, Yelp only displays our negative reviews.  If you poke around a little deeper you will see we have 6x as many positive reviews on Yelp then we do negative.  Also take note of the number of bad reviews.  Less than 20.  We book 150-`160 moves per month since March 2021.  To have 20 dissatisfied people is not bad in the moving business.  Send us over your **** of Lading so we can compare it to the original estimate.  It seems to us you had more stuff.

   

  Customer response

  07/26/2022

   
  Complaint: 17616053
  
  I am rejecting this response because:
  

  1) Why do we need to provide a ***? You should have copies of both the estimate and packing slip.

   2) Your response was unrelated to the complaint. Why speak of Yelp review accuracy?  Restaurants also serve hundred of customers who dont all take the time to leave reviews, and all of the suspect biased favorable reviews are removed.  Finding AMS on Yelp is also a lot more difficult than a restaurant.  Also, the Yelp reviewers were technical and detailed the process in detail. Therefore, the straw man statistic is not a good first step in arbitration.

  3) When charging for a service that for us ranged in price from $11k to $21k not to mention our additional goods that probably would have required another $5K to ship at your price per cf.  Also, this doesnt even include the extra price for boxes and packing that we did most of ourselves (so ranging from $11K initial quote to $26k actual) your request to look at the *** is way off.  If it was a 10-20% delta in total price we would be paying $13k.  But being ~150% off is a major problem in your estimating.

  4) Im curious as to what was actually packed besides the basic furniture and clothes because I had to dispose of valuable tools and equipment I cant take on a plane.  I do know off the top of my memory we didnt bring many large items such as a sofa and two large bookshelves that were part of the estimate.

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

  Business response

  07/26/2022

  We can debate the Yelp algorithms and BBB for profit arbitrage until the sun goes down.  Complete waste of time.  Like we said earlier, our business existence is not summed up by 25 unhappy people but rather the *****+ happy ones. 

  We will wait for your paperwork to review.  We need it to come from you, not the movers, in order for us to review what your complaint is and to see the additional charges. You can email to **********************************************************.  

  Customer response

  07/28/2022

   
  Complaint: 17616053
  
  I am rejecting this response because:

  I finally checked the not recommended Yelp ratings and surprisingly it seemed most were unfavorable, so I dont get the 6X math and **** happy customers.  If you make this right I will be glad to provide a favorable rating.

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

  Business response

  07/28/2022

  We reply heavily on our customers to carefully describe each and every item they are shipping.  It does none of us any good to be intentionally off.  We always suggest a video walkthrough to be sure.  You are always given the choice to only ship the list of items you "signed off" on the original inventory.

   

  Customer response

  08/10/2022

   
  Complaint: 17616053
  
  I am rejecting this response because:

  In your response, you always offer the option to use the inventory list has revealed to me that this is part of the setup.  Shortly after arrival and walk-through, the movers shook their heads sadly and asked if we wanted to ship the specific inventory list or ship everything.  This is the same language that you are using.  Why should there be an either/or option?  It should be to ship the specific list, then following that, to add the others.

  What actually happened, is the movers carefully searched out in each room some relatively important items that *** not have been identified in a pre-arrival walk-through, and as the customer we would say of course we want to ship that defaulting us into the exorbitantly priced cost per cubic foot option 2.  Then immediately, the movers started taking items from one room at a time.  Once they exceeded the original estimated cubic footage, they asked if we wanted to continue packing.  Later, many large/bulky items that were part of the inventory but in subsequent rooms were not even shipped, but once we had switched over into the ship everything option 2 the result was fully certain that we would pay massively more using the un-quoted option 2 ship everything which was no longer even accurate.  We completed filled a 15 yard dumpster with worn but usable items, and donated two roomfuls of new or lightly used home goods at our church, and left several bulky items for the next owner.

  If we calculate the significant cubic footage of the items on the original inventory list that were not shipped, it is almost certain that if we shipped only what was on the inventory list it would also far exceed the original quoted price (converted to the cubic foot method).

  Because this false option was presented shortly after arrival (instead of the obviously preferable (to any customer) method of loading the listed inventory first and adding the others later selectively, it is certain that the false choice method is pre-determined to result in a much higher-priced shipment.  Perhaps it is not designed to cause massive anguish to the customer by having a truck from ****** be undersized, because if you had sent a larger truck the price could have been even much higher.

  Finally, as a former logistics staff member, Im aware that a full truckload cost roughly $5K to ship across country just a few years back, assuming inflation/fuel prices at most it could be $8K today.  The value of a teams workday being at most $1.5K on each side, a FTL full service effort should cost only about $11K.  By charging $22k for a half-truckload (while leaving your customer to dispose of ****** of value and otherwise ship boxes via ********************* extensive labor/shipping/disposal costs) youve made more than an $11K profit and deeply hurt customers who put their faith in your service.

  I would have considered your 2nd quote of $14K (over 40% profit) reasonable, (though above the very competitive $11K original quote), but based on your communications via this BBB system, it is clear that American Moving Solutions and the movers youve contracted with have designed a system to take maximum financial advantage of your customers.  Any other honest/fair company would have been embarrassed to charge more than a decent profit over a FTL shipment (when asked to ship a half-truckload consisting of 80% of their customers goods).

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

• Initial Complaint

  07/21/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  American Moving Solutions Job No. D7311164 4/26/22 I agreed to hire them to move my furniture interstate. Refusing to use my phone camera, pictures of furniture already on my phone, or to use the dimensions I had taken of the furniture, they said they could give me a more precise estimate via their computer as I described the furniture. I was told I had until the end of the month to lock into their estimates since the prices increased then. I paid 40% ($1627.46) of the estimate of $4519.90 less 10% discount of $451.90 or $4067.91 to move 587cf they calculated.5/18/22 Movers came and the furniture packed and loaded. They presented a **** for ****cf (lines on interior of truck measured every 100cf of space used) making the final amount for the move $7800, less amounts paid/discounted. In addition to the $1220.38 check I was told to have for the movers, I was forced to write a personal check for $1640.62. It was necessary to have two checks (one already prepared by the bank) for like amounts at delivery. No furniture was added to the list in the final estimate; after the initial estimate, I added three items. The final estimate included all items. Movers boxed lampshades. sofa pillows and part of the recliner. Already boxed were the mirror and table lamp. Neither did I give the company false information on what was to be moved (they refused more accurate information which would have lost them a sale had they been honest). I would have had this done by my son via Uhaul had I known that I was given a false amount.When I addressed the absurdly increased total to *********************** on 5/19, she answered my concerns on 5/20 writing that I had misrepresented the size of my furniture and that I added more items.And I was never given a full 10% discount they promised for the job, maintaining the idea that their initial estimate was the true amount that should have been paid.

  Business response

  08/05/2022

  Thank you for letting us know your concerns. In your complaint you reference adding more stuff to your move and utilizing additional services. This would be the reasons for the increased price. Also, the discount was applied as a booking discount when you initially booked the job. We encourage video walk through and would have been grateful has you sent us your pictures. 

  Customer response

  08/07/2022

   
  Complaint: 17584328
  
  I am rejecting this response because:

  I was not offered a video walk-through.  I was told to walk through each room and describe the items being moved.  The offer of accepting pictures was not given and the multiple offers of giving dimensions were declined.  Yes, items were added to the original list, but the price of the move was increased to cover them before I agreed.  The boxes used by the movers to package items in the offer did not take up an additional did not take up an additional 400 plus cubic feet.  Nothing was added after I spoke with *****.  If you review your tapes, you will see how accurate my account is.
  
  Sincerely,
  
  *******************************

  Business response

  08/08/2022

  Unfortunately you agreed to the additional cubic feet on the **** of Lading.  We go off of the documents.  You always had the option to only move the items on the original inventory.

  We are not sure what resolution would be warranted here, however we are happy to reach out to the carrier to see if they will offer some form of a concession.

  Customer response

  08/09/2022

   
  Complaint: 17584328
  
  I am rejecting this response because:  As I said in the complaint, the added items (three) increased the estimate for pick-up and delivery.  No further items were added.  I boxed the table lamps, I paid an additional $100, up front, for the movers to pack the glass portion of the Danish modern cupboard, They packaged a piece of the recliner, which they took off the chair; they boxed pillows, which I thought would just be wrapped with the couches.  And, believe me, I would have preferred to have shared the photos, but no one wanted anything except a verbal description, even when the woman did not know what a high boy was or a Danish modern dining table.  And to continually refuse to use the dimensions that I had at hand and to guess at what they might be from a verbal description of the piece, allowing, as it turned out, such a low-ball estimate on both cost and volume is definately irresponsible.  This is a business based on trust and your company has proven you don't deserve it.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  07/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We hired American Moving Solutions for a move from ** to PA. Each time I spoke to a representative in gathering my quote and after signing the contract I gave them in detail the amount of furniture I had along with the number of boxes. I explained that for the last 2 moves we needed a semi-truck for our furniture and that 26' truck would not work. They hire a 3rd party carrier to actually move us. I spoke to the woman from the company and told her we needed a large truck. When the movers came to load our house, they had brought a truck that was far too small. After being told it would double my estimate to get the correct truck we cancelled. I have asked for a refund back of our deposit of $4000. The company is refusing.

  Business response

  07/19/2022

  We go off what is told to us.  You signed off on an estimate that states ***** cubic feet.  You were quoted $5,00 per cubic foot plus 10% fuel surcharge.  We gave you a 15% booking discount.  A semi tractor trailer holds ***** cubic feet.  At the same rate your estimate would have been $16,311.08.  And we never send a semi to pick up.  It would have been 2 trucks for  move that big.  We do not dispatch a semi tractor trailer to pick someone up.  This was never told to you.  Clearly, knowing you "needed a semi" you were very aware you left stuff off the original moving estimate.  This is why we suggest video walk throughs.  

  As per our terms of service you have refused service.  We are willing to accommodate you to the best of our ability:

  Here are your options:

  1. Our carrier will be re-dispatched to transport ***** cubic feet which consists of 78 items/269 pieces as itemized on the estimate you signed and only those items (anything more will be left)
  2. Your estimate can be revised and you can add the additional items not previously disclosed to us and dispatch your revised job.  We will honor the $5.00 per cubic foot binding rate.
  3. We will hold your deposit for 365 days to be used for a future move for you or a family member

  Please let us know which of the 3 options you prefer to move forward with and we will accommodate.

  
  

  Customer response

  07/21/2022

   
  Complaint: 17589187
  
  I am rejecting this response because: they never offered video walk through. I adjusted the quote to ensure we had enough boxes and everything else they may have missed on the quality assurance call. I had no idea what size cubic feet we had, that is what we were supposedly hiring professionals. 
  
  Sincerely,
  
  ***********************

  Business response

  08/19/2022

  Refund request denied due to late cancellation. We will gladly arrange transport for all the items on your most recent revised estimate we have on file for you. 

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May I contacted this moving company to move us from ****, ** to ***************, **** everything went great up till moving day. July 8 they were to show up between 9a.m. and noon no one showed know one called so I called the company they gave me the drivers numbers the mail box was full. They got a hold of him they said he would call me in an hour he didn't. They said someone would be there 7-9 at noon then it was 3-5 I got a call at 4p.m. they said they would be there at 8p.m. The night before I got a text saying I need a confirmation that you still need a moving **** and I texted back saying I need to know you are coming and got no responds. They are also saying I turned the moving **** away at my house that is a lie. I texted the new owners they said no moving **** ever showed up. This has been the biggest nightmare ever. I have put a dispute on my card but the supervisor was so rude and had me so up set. I don't believe I owe them a dime.

  Business response

  07/19/2022

  Your pick up dates as indicated on your signed Printed Estimate(s) were for 07/08/2022 - 07/09/2022.  You were called on 7/8/2022 and was told the pick up window was for 07/09/2022 at 12pm.  You were asked what your first available delivery date was and you responded with 07/25/2022.  On 07/9/2022 the dispatched carrier knocked on the door and whoever answered told them that you were not there and sent the job ******* away.  Turns out it was the new owners of the home.  You admitted in an email you had the dates wrong.  This is considered a service refusal/late cancelation.

  Customer response

  07/19/2022

   
  Complaint: 17585682
  
  The movers were to be at my house between 9a.m. and noon on 7/8 /22 no one showed up or called. They called the driver and he was to contact me within and hour which he never did. Next they said someone would be at the house at noon 7/9 no one show up then it was 3 to 5 then I got a call at 4 saying they would be there at 8. I called the new owner she said there was no moving *** she did not talk to anyone And she did not turn anyone away.  
  Sincerely,
  
  *******************

  Business response

  07/20/2022

  Our timeline and documentation reflects an entirely different narrative: On 7/18/2022 you spoke with a supervisor and he referenced your move dates as 07/08/2022 - 07/09/2022 and indicated you signed a revised estimate on 7/7/2022 and you were adamant that you never signed for these dates citing you had to be out of the house on the 7th. Your exact words were "I would have never signed for something on July 7th because that was our closing date". You used profanity. We went back to the 4 estimates you signed dating back to April 2022 and all 4 of them indicate your move dates as 7/8-7/9 On 7/8/2022 we called and gave you your pick up time for 7/9 and you told us your F.A.D.D. was to be 7/25. On 7/9 the job ******* from the carrier we dispatched knocked on your door and was sent away from a woman at the ******** residence. On 7/19 you replied to our email citing "I did get the dates wrong".We responded to your BBB complaint. At this point we find it surprising that people actually believe the BBB does anything. They are a "for profit" business that franchises out their regions. It is a "pay to play" service that does absolutely nothing unless the business pays them an annual fee each year.

  Customer response

  07/25/2022

   
  Complaint: 17585682
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******************* I am getting statements from the neighbors saying no delivery truck showed up at the 329 ****************** **** ** address on 7-9-22. And the redelivery date r 7=25 is coming from I have know idea. I never turned anyone away. The new owner never turned anyone away. And I miss spoke about the 7//7 date that was for signing the statement for redilvery after storage of a month and 2 more ideas.  I also thought 7/7 was a Friday   it was a Thursday.

  Business response

  07/28/2022

  All of the estimates you signed with us have a moving date 7/08/2022 - 07/09/2022 and you argued with us that you did not sign a recent estimate on a particular day.  Clearly you were not at the location on move day.

  Customer response

  08/03/2022

   
  Complaint: 17585682
  We were sitting waiting for the moving van to come get our stuff. They told us 7/8 they would show up no one did I made so many phone calls then they said 7/9 they said they showed up at the house and was turned away at the house by me which I never saw a moving van never turned any one away. Then they said the new owner turned them away. I'm waiting on statements from my neighbors and new owner saying they never saw a moving van come to that address or that the new owner never turned anyone away. This is a small town. 
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Business response

  08/03/2022

  Your file has been updated. Should you decide you wish to continue your move with us please let us know. You can apply your deposit towards a future jive up to 365 days from your original booking. 

  Customer response

  08/06/2022

   
  Complaint: 17585682
  
  I am rejecting this response :No thank You I want my money back in my credit card. I want  
  nothing more to do with this company.
  Sincerely,
  
  *******************

• Initial Complaint

  07/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Googled "out of state moving companies" and received a call from ****** at American Moving Solutions. He stated AMS was a moving company and quoted me for items I listed to him over the phone which was a 4 bed room house plus office, garage and shed. It was about $5500. He never explained that he was merely a 3rd party who would out my info in a que for movers to pick up the move. He also never stated that the movers would charge me more for my move once they arrived and assessed. After 2 months of not feeling super confident in ******** texts, call and emails saying I needed to sign now or I would not be able to get summer moving, I signed up. A moving company immediately took the bid and called me and they were going to arrive earlier than expected which I was fine with. They said to plan on me paying about $12k total. I checked with ****** to ensure the company was affiliated and texted "no, block them immediately - they are not with us." I even called in to verify that my items would cost the $5000 and the manager took another deposit saying my cubic feet was more than quoted. The next company assigned didn't even reach out until late afternoon on the day I had on my contract. They said that AMS never does bids correctly because they want to get the deposits which AMS keeps and to plan on it being about $12k. The next day, they texted that they were "on their way" and they never showed up and they never responded. I could not wait and sent a myriad of emails, calls and texts telling them I was cancelling and moving forward with other options. I tried to rent a Uhaul and Penske but their were none. I hired a company for $12k and the move is done. Now, AMS is refusing the cancellation AND they are challenging my **** claim. They did not provide me a service. They used threats, harassment and coercion to get money from me. They should give me a FULL refund of my two deposits without me having to go through ****.

  Business response

  07/04/2022

  Thank you for letting us know of your experience.  We reviewed your file, call logs, and recordings and we determined the following:  You emailed us prior to your inbound call on 6/7/2022 asking to change the moving dates.  You received a response back at 9:29 on 6/6/2022  from us.  On 6/7/2022 we initiated an outbound call and it went to VM.  10 Minutes later you called into our office asking us if we canceled your job and would call you with a new moving date because you  needed to change the moving date.  Your pick up window was scheduled for 6/8/2022 - 06092022.  On this call you asked about removing items as you shared you got an offer to sell a bunch of your stuff.  You were told the estimate would be adjusted at pick up.  You changed to 6/13 with the carrier.  When the carrier attempted to call you numerous times for pick up, you did not respond.  We attempted to call you on 6/13 with no success(we emailed you our call logs).  To spend 60 days making a decision is not at all pressuring.  In fact, it is more than most take to book a move.  Also we publish on all of our publicly viewable websites we are a broker and it is splattered all throughout our agreement which you signed acknowledging you read and understood.  We use terms like "carrier" and "when the moving company arrives" all in conjunction with we are in fact a bona fide moving broker.  We do not hide who we are, we are quite proud of the work we do. 

  We are also in receipt of your paid Penske truck rental receipt (you emailed it to us), which appears to be a contradiction to your complaint that you "hired another mover".  

• Initial Complaint

  06/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  100% DO NOT RECOMMEND. My move was quoted at $2970.00. I paid a $1039.00 for a deposit on the 20th June 2022 for moving services. On the 21st, they sent me a list with everything I was going to be moving and while I was boarding a flight ******************************* called me and I realized that my wall pictures and a floor lamp were not included on the list. She said that would be an additional $500+ and I was shocked. She asked for authorization to charge the card on file to which I declined. She then said they can give me a discount which will be about $395.00. instead of the $500+ to be added to the $1039.00 I already paid. I then told her, ******************************* that I'll have to call her back after the plane landed because I was getting ready for takeoff. I called back but didn't get an answer. The next morning, 22nd June, still no answer, so I left a message. I then reached out to a local company who had a better offer, so when ********* finally called me back a few hours later I told her I wanted to cancel with them. She then said I have to send an email because they don't do verbal cancellations. They then replied to the email I sent and said my deposit is nonrefundable after 72hrs of payment and that they're a broker company and the nonrefundable fee goes to them trying to locate a moving company. I then called this morning and she repeated the same message and said I'm not getting my $1039.00 back. How can you keep $1039.00 for services you never provided? I was still within the 72hrs of cancellation. Like who can I talk to te get my money back. I work too hard for the little that I have and to mention I have a child on the way. This company is an absolute fraud! I need my money back, all of it! They refuse to give me my money back.

  Business response

  06/26/2022

  We apologize that you are not happy about our cancelation policy.  You affirmed by your signature on the Printed Estimate and Credit Card Authorization that you read and understood the terms and conditions.  We are ready and willing to coordinate your move for the listed items and articles you disclosed to us at the time of booking.

  Customer response

  06/28/2022

   
  Complaint: 17467829
  
  I am rejecting this response because: The business was not transparent in highlighting their supposed cancellation policy. Who pays $1000+ and accepts the fact that they will not receive any of it back even though they cancelled the services offered within 2 days? The business was in a rush to have me sign, and said I needed to sign now, while still on the phone with them or else the low rate will be gone. They never disclosed the cancellation policy to me until after I cancelled. They sent me it then in big red bold letters. 
  
  Sincerely,
  
  *************************

  Business response

  07/12/2022

  Our cancelation policy is outlined in the 2 documents you affirmed you read and understood prior to electronically signing.  Additionally we post our terms of service on our publicly viewable website.  We apologize that you don't feel you were not made aware of our cancelation policy.  You electronic signature tells a different story.  It tells us you absolutely read the terms of service including the cancelation policy and you also understood the terms.  s we mentioned in your credit card dispute and we will mention again we are prepared and ready to move the list of items you originally contracted for us to coordinate your move for and we will be happy to do so at anytime you want us to all the way up to 365 days from the date of your signature.  

• Initial Complaint

  05/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My husband had spoken to this moving company who verbally assured him they could move our household goods to ********** on June 1 or June 2. He sent them a payment and then learned that they would not guarantee move date that they verbally agreed to. He asked for a refund of deposit within 24 hours and they refused based on Monday being a Federal Holiday putting ** within 7 days of planned move (which is not the date they plan on moving **, even though it is the date their agent agreed to). Theyve done no work but believe they deserve to keep our money. This is a military family move and they are a bunch of shady crooks stealing from hard working people.

  Customer response

  06/06/2022

  From: *************************** <**********************>
  Date: Mon, May 30, 2022 at 8:11 PM
  Subject: Complaint 17249337
  To: <***********************************>
  Cc: ********************************* <************************>, *************************** <*******************************>
  
  
  
  Hello,
  In addition to this complaint with the BBB, I filed a quality of service dispute with my credit card company. The company I am disputing, American Moving Solution, is only entitled (though not deserving of, as they did no work) 15% of the $2500 deposit.
  On Saturday May 28, they sent my husband an email with thinly veiled threats against his security clearance/livelihood, alleging that he made a fraudulent fraud claim and saying he needs to rescind it before business begins Tuesday morning (or else). The threat thereby gives him no time to discuss with Coast Guard Legal. The sender intentionally removed their name from the signature line of the email which came from the companys email account.
  I am the primary card holder, and the person who initiated the dispute and therefore my husband has no way to close the dispute. Discover Card advised the dispute can not be re-opened and we should discuss with a legal representative. Therefore I have not closed the dispute.
  I do not like being threatened. And apparently this is their modus operandi, their have been several other USCG members who have been taken advantage and threatened by this company (thugs) this transfer season alone.
  I plan to make sure this company is added to the list of companies that military personnel are barred from doing business with.
  I would like this info added to the complaint.
  Thank you,
  ***************************
  Sent from my iPhone

  Business response

  07/06/2022

  We apologize but no one made any threats against you or your husband.  In fact, how would anyone here even know what security clearance you or your husband would have or would have security clearance in the first place?  We are all civilians and not privy to such information.    Seems illogical to believe this is even a thing.  The dispute that you filed with Discover was alleging you did not authorize the charge.

  Customer response

  07/17/2022

   
  Complaint: 17249337
  
  I am rejecting this response because:
  First of all, the whole of my complaint is not based on the threatening email. The initial part of my complaint is that they refused to give my husband a refund 3 hours after initiating payment and told him his only choice was to continue with them. He knew that they had underestimated the weight of our move. A common problem with the free estimate they do according to reviews. The next morning he requested a partial refund. Again they refused, stating that now they were within 7 days of the move date we requested, which they werent going to meet because they guarantee nothing, the 7 days was only met because that Monday was Memorial Day. Again there was no time for them to have done anything worth the $2500 they had collected. At this point they stopped answering my husbands phone calls. 
  I called DiscoverCard and initiated a quality service complaint. Discover temporarily recouped the funds pending their investigation. On Saturday someone at the company sent my husband a threatening email and removed their name from the signature line. They gave a deadline of Tuesday morning to reverse the dispute, knowing wed have no ability to seek legal counsel over the holiday weekend. I called Discover and spoke to a dispute manager who advised we seek legal counsel before ending the dispute as wed be unable to re-initiate the dispute. First thing Tuesday morning my husband went to legal counsel for his branch of service (bringing print-outs of all correspondence with the company) who advised that although the credit card would very likely decide in our favor, the moving company would more than likely tie us ** in litigation that would more than likely cost us more (than the money they were essentially stealing from us as they did nothing to earn it).
  Additionally, the moving company was fully aware this was a military move, that my husband was going back to his previous unit. 
  The company and its representatives  lack basic ethics. 

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

  Business response

  07/18/2022

  1. Can you provide us evidence that we "knew we underestimated the weight of the your move"  How do you know we did this?  Be specific and give your specific personal experience as to how YOU know.

  2. Discover coded the dispute as "did not authorize" which means to told Discover you did not authorize the transaction.  We had to supply to Discover the details of your transaction and proof authorization.

  3. Our cancelation policy is written in clear language and it appears to us that you seem to disagree with our policy.

• Initial Complaint

  04/27/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  American Moving Solutions (AMS) used the Bait and Switch tactic with me on March 2022. I contacted the company in February of 2022 to help with a move from PA to VA. I spent several hours on calls and exchanged several emails with representatives from the company giving a details list of all the furniture and items that I intend to move. AMS specialist calculated that the total volume of the furniture that needs to moved equals 650 cubic feet and gave a quote of $2800 to move my furniture. I agreed to quote, signed a contact and paid AMS 40% of the cost ($1119). Later, I received more calls from AMS customer services to insure that I am still fine with the volume to move and that no additional items need to be added to the list. On the day of the move, the truck showed up on time. The driver looked around the house at the items that need to be moved. The driver then told me that there was an error in the estimate, and that the list of my items that was originally estimated to occupy 650 cubic feet, actually over *************************************************************************************************** his possession HAVE NOT CHANGED. I added if there was an issue estimate that should be AMS responsibility. The driver was not willing to listen to that. I called AMS many times, but no one answered my calls or responded to my messages. The driver then offered me a new contract for $6000 to transport my items. I went from an estimate of $2800 to $6000. I had to move from my house that day and did not a choice because I sold my house and had to move in 2 days. Even though I felt defrauded and cheated, I did not have a choice by to accept the new contract

  Business response

  04/28/2022

  We are sorry to hear that you did not disclose to us all the stuff you intended to move.  The carrier informed us that you had more items and articles then you originally disclosed to us at the time of booking.  We made contact with the ******* and negotiated a discount with the carrier on your behalf.  Why wasn't the discount mentioned in your complaint?  The money you paid the movers at the time of pick up does not materially benefit us, so it would be impossible to bait you, as we do not benefit from any increased costs at the time of pick up.  These are the reasons we always encourage a video walk through.  We can only go off what you verbally tell us over the phone.  When you have more stuff, you will be charged more money.  

  Customer response

  05/02/2022

   
  Complaint: 17115201
  
  I am rejecting this response because:
  Complaint: 17115201
  
  I am rejecting this response because:
  
  Dear Sir/Madam:
  I firmly reject AMS response and disagree with their assessment.   
  The list of the items loaded in the truck and transported to my new home are similar.  I have a copies of the items that trucking company (Movers on the Way) gave me.  Before signing the list, I added my notes of protest.  Please refer to the attached documents. 
  I have all the documents to prove my case, and I can share them with you anytime.  With regards to discounts, the trucking company reduced the fee by $100 which is a joke.  aS YOU CAN SEE, I paid over 300% of what I was quoted by AMS. 
  I have all the documents and phone conversations with AMS and the movers, and I am willing to do whatever it takes to get reimbursed for the extra charges, and most importantly want other potential customers NOT TO GET SCAMMED.  The list of the items transported a a carbon copy and hard to photograph.  I will be happy to mail you copies..
  Thank you very much for your assistance. 
  Sincerely,
  
  ***************************
  Sincerely,
  
  ***************************

  Business response

  05/02/2022

  We apologize for you experience.  We do not materialy benefit from any money paid to the carrier.  The paperwork shows you had more items than originally disclosed.  We can reach out to the carrier and see if we can further reduce the discount from them to help your situation, however we cannot refund monies paid to carriers.  

• Initial Complaint

  04/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used this company to move my families belongings to our new home. When I initially spoke with the sales person ******* at the company, we went through and he gave me a fair estimate. I told him another company quoted me less and he said that they did that so they can win the business and then show up and upcharge me. He said that we are "family" and that he would "never do this" Well, we moved yesterday and the actual **** was **** dollars higher than the estimate. Several times leading up to the move the quality assurance **** called to do a :"walk through" and we confirmed that my stuff would fit on a 26ft truck. Sure enough, it fit. So why am I charged **** dollars extra for a quote when I was told this would not happen. Im sure the calls are recorded so just go back and listen to our 1st call wit the sales person *******. March 2nd should be our 1st call,I would like the ********************************************************** ASAP. This is no way to run a business. totally "BAIT AND SWITCH"

  Business response

  04/14/2022

  We are sorry to hear that you are unhappy.  After reviewing your signed **** of Lading from the carrier and comparing it to your signed estimate it is clear you increased your items and articles by 400 cubic feet from your original estimate of 804 cubic feet. After reviewing the file it also appears you did not want to participle in our ***************** process we attempted to conduct on April 4, 2022.  This is a key part of the process because it gives you an opportunity to include items (or remove items) you may have missed during the original intake. 

  You had the option to allow the carrier to only transport the 25 items (111 pieces) that are listed on your Estimate that was signed on March 2, 2022, however it appears you chose to allow the carrier to transport the increased inventory (804 + 400 = ***** total Cubic Feet) as indicated by the executed **** of Lading.  We encourage you to contact our ************* team and we will be happy to explain this to you in greater detail. 

  Customer response

  04/18/2022

   
  Complaint: 17028412
  
  I am rejecting this response because: I never rejected any quality control calls. I took every call that was made to me from your company. Each time I spoke with your company I told them I *** have less items as I was bringing items over myself to the new location. Where did the item count come from?  Oh that was with ******* when we 1st spoke and then I told him that I had items in the basement etc. that would require packing. And that is why we agreed on 70 boxes. If we agreed on 70 boxes that would have been more than your initial item count. Something is not right here and its not on my end
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/10/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  American Moving Solutions LLC never disclosed to us that they were a moving broker-- as a result two of the partner companies (BLVD Moving and ********************************* managed to lose $2,200 of our music equipment (a black music box containing a Pioneer CDJ **** Nexus 2). Initially when we signed the contract with American Moving Solutions on December 27th, 2021-- we were informed by *********************** (sales rep) that we would receive $10,000 in insurance for loss goods (because we specifically requested this and we mentioned the music equipment was of most-value). When the movers (BLVD moving) picked up our moving boxes in ***********-- we had NO option to opt for full-coverage (which we have asked) and were consequently forced to sign the **** of lading which was handed to us on January 18th, 2022. Thirty-seven days later on February 24th, 2022, during delivery in Brooklyn, ** we found our $2,200 music equipment missing and when we inquired to ******************************** (delivery in Brooklyn, **) what happened they remained silent and did not make any effort to retrieve the stolen item (it was very apparent the professional music box was stolen by the movers). I contacted American Moving Solutions LLC multiple times to find a resolution for this matter-- and they simply ignore and take no accountability. I filed a claim with BLVD moving and they want to settle with $37 (based on a **** cent per pound rate from **** of lading). $37 in exchange of $2,200 (which is the worth of the missing/stolen music equipment) to me is indicative of fraud and I would like to file suit with these fraudsters.I've already submitted complaints to the ***** (attached is the ***** summary), and the attorney generals for ********, **********, and ******* (to investigate ***************** BLVD Moving, and All American Moving Solutions LLC respectively). I believe since All American Moving Solutions LLC is my broker-- they are the ones who should pay me back for the stolen $2,200 equipment.

  Business response

  04/11/2022

  We are sorry to hear about your dissatisfaction.  In your agreement it spells out what is Basic Value Protection insurance.  It pays out $.60 per pound per item up to $10,000.00.  You were explained this correctly.  Additionally we offer more comprehensive coverage at the time of booking (for an additional cost) and you were also offered Full Value Protection at the time of pick up and turned it down (we will get a copy of the document you signed denying the additional coverage).  Please understand something, no one forces you or anyone to "sign" anything.  You voluntarily sign documents, after you acknowledge you read and understood the terms and conditions.  In regards to us being a Moving Broker...we discuss it, we speak it, it is splattered all over the websites we operate and it is discussed and mentioned multiple times in our Terms and Conditions that you....acknowledged you read and understood.  Please reach out to ************* and we will reach out to the movers and see if we can help them locate your missing items.  

  Customer response

  04/11/2022

   
  Complaint: 17011211
  
  I am rejecting this response because American Moving Solutions LLC is painting a different narrative than what was explained to me in our initial phone call with ***********************. We were deceptively convinced that our music boxes would be covered for the full amount (up to $10,000)-- as long as we wrote down the equipment in our inventory list. Furthermore, we had NO OPTION to choose Full-Value Protection when the movers came to pick up our equipment (the option was clearly crossed out and presented in a manner to indicate that there was no option). 

  I also have to state-- we had no opportunity to witness the shippers weigh our equipment-- which is something that moving consumers have a right to (when being provided weight estimates for their shipments). If I can sum everything accordingly, the whole moving process (from ***********, to storage, to drop-off in *************), was set up in a manner to deceptively get us to make our initial deposit with false promises, masking what available rights and options we have, and ultimately taking advantage of expensive shipments and perform the theft of a $2,200 DJ equipment (which I'm sure happens more often than not). 

  These Moving Brokers are scammers, and do not deserve to be operating in the ************* (unless they take full accountability for their irresponsible treatment of shipment and transit goods).

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

  Business response

  04/14/2022

  We are struggling to understand how you would be led to believe that you had Full Value Protection when the agreement you claim you read and understood only discusses how Basic Value Protection works ($.60 per pound per article up to $10,000).  We are are sorry to hear about your dissatisfaction and we will assist you in filing a claim if not already filed.  

*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. ↩