ComplaintsforAmerican Long Distance Moving And Storage LLC

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I hired long distance *********************************************** through uhaul website to move a few items to storage on 9/28/2023. The movers that came stole a ring ****************** drill battery worth $250. They have been ignoring my calls & texts since Saturday. I just want to be reimbursed.

• Initial Complaint

  04/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Dec 28, 2021 I called American Long Distance Moving and Storage. They gave me a quote for a long distance move that I accepted. I paid the down payment of $1321. I was told to expect pickup on Jan 17 or 18. On Jan 12 I was told that I needed to pay $500 more in order to keep that pickup date. They said the carrier was asking for the extra $500 and that they had every right to do that. I also added a piece of furniture to the truck so on Jan 12 I paid another $682 to this company. The pickup happened on Jan 18. Everything went south from there. I called American Long Distance for help with the carrier they booked for me. They were unable to help. Said it was the carriers problem now. My reason for wanting a refund is because they booked me with a fraudulent carrier company. At the time, unbeknownst to me, this carrier was being investigated by the police, the BBB and the dot.gov. So, they did not follow through on what they had promised me. This company and MD ******************** are working together on fraudulent consumer practices.

  Business response

  04/16/2022

  We have received consumer complaint and have thoroughly reviewed account.
  
  
  We appreciate customers' feedback as we are always looking for ways to improve our services.  That said, we would like to address the following. 
  On December 28, 2021, company secured a position on our calendar and provided customer (******************************) a Binding ********************** Estimate, which was acknowledged, signed, and returned, prior to accepting deposit of $1,321.00 (via electronic payment) to secure position on our calendar for first available of 2/13/2022- 2/14/2022. 
  
  On January 10, 2022, the customer (******************************) called customer service advising that she needed to add additional items to the inventor.
   On January 12, 2022, the ***************** Team called the customer to go  through the inventory for a second time to have a more accurate idea of overall volume. At this time there was a revised Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting an additional deposit payment of $682.00 (via electronic payment) .
  
    4.On January 18, 2022, the ***** carrier confirmed a successful pickup with a FADD of January 21, 2022.
  To conclude, we have spoken to the customer and the carrier regarding updates on delivery. Carrier has confirmed that they are in contact with the customer. We have requested delivery ETA from the carrier and we have attempted to reach the customer for assistance. We have stayed in communication with the customer.

  The Customer's desired resolution was for a full refund and delivery. After careful review of the account, the company has concluded we not only stayed in clear communication with the customer but we have executed our end of the estimate. Therefore, no refund can be processed in any form. However, for any inconvenience our company is willing to provide a future long-distance move at a discounted rate. We will advocate for the client and assist with any updates available.

   

• Initial Complaint

  03/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I called budget movers and they got me in touch with american long distance moving and got a quote to move my son from ******* to ******* **. *********************** gave me a quote of $3060 and said the company would pick up my product on one day & deliver to ******* on the next day. when the moving company came to pick up the product on december 6, 2021 the supervisor talked my daughter in law into giving him $800 in cash (which he pocketed it because it never showed up on the receipt) because he said we had more product than the moving company estimated and if she gave him that money he wouldn't have the moving company charge us as much . When the whole truck was loaded & he called his company and they said the price would now be $7017. How can the price be more than double the original quote ? We drove to memphis and waited the whole next day and no one came. I called a number that the mover gave me and they said to me "who promised you that it would be delivered the next day..it is on a semi in chicago." It was delivered on december 18th 2021. When the movers delivered everything in ******* we realized that we didn't have our X box 1X. I sent a complaint to the moving company and they sent it to a company that deals with their complaints. Eventually they got back to me and said we are entitled to $75. I figured that we were overcharged, had items stolen from us and had a mover steal from us in the amount of $495. I feel $75 is not enough to compensate us for all we lost from them.thank you, ************************* ************

  Business response

  04/13/2022

  
  
  

  We appreciate customers' feedback, as a company, we are always looking for ways to improve our services. In response to the online complaint we would like to address the following: 1. On November 23, 2021 the company secured a position on our calendar and provided customers with a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting a deposit of $1698.00 to secure a position on our calendar. 2. Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized FMCSA ********************************************* ***** carriers. In fact, policy states "Please note that American Long Distance Moving and Storage. is a properly licensed interstate Broker. American Long Distance Moving and Storage. is not a ***** carrier and will not transport an individual shipper's household goods, but will coordinate and arrange for the transportation of household goods by another FMCSA authorized ***** carrier, whose charges will be determined by it's published tariff." 3. We strive to accommodate customers arriving within the requested window for pickup and delivery however, due to unforeseen delays, no promises can be made. In fact, the Binding Moving Estimate policy makes clear "All pickup, load and/or delivery dates are only estimates and are not guaranteed. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates." 4. The customer was picked up and delivered.

  The Customer's desired resolution was for a refund. After careful review of the account, the company has concluded we not only stayed in clear communication with the customer but we have executed our end of the estimate. Therefore, no refund can be processed in any form. However, for any inconvenience our company is willing to provide a future long-distance move at a discounted rate.

  
  
  

  Thank you for your time and attention to this

  
  
  

  Subject:	*************************/16913988
  Date:	Sun, 3 Apr 2022 13:28:25 -0400
  From:	********************* <angiea@americanlongdistancemoving.com>
  To:	***********************************

• Initial Complaint

  02/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  SCAM SCAM SCAM Absolutely the biggest SCAM I've ever encountered. I got 3 quotes $4800, $7800 & FINALLY $10,600. After I paid the deposit of $3800 they changed my cost twice and now won't give me my deposit back. I'm out $3800 unless I pay them the rest of the $10,680 to leave half my stuff. Their only solution is to give me a credit to move again within 12 months. I'm absolutely devastated and they don't care at all. RUN FROM THIS COMPANY!!

  Business response

  03/06/2022

  
  
  We appreciate customers' feedback, as a company, we are always looking for ways to improve our services.
  
  In response to the complaint we would like to address the following:

  
  1. On January 18, 2022, the company secured a position on our calendar and provided customers with a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting a deposit of $1,561.11  to secure a position on our calendar. 

  
  2. Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized FMCSA (Federal Motor Carrier Safety Administration) motor carriers. In fact, policy states "Please note that American Long Distance Moving and Storage. is a properly licensed interstate Broker. American Long Distance Moving and Storage is not a motor carrier and will not transport an individual shipper's household goods, but will coordinate and arrange for the transportation of household goods by another FMCSA authorized motor carrier, whose charges will be determined by it's published tariff."
  
  3. We have a devoted team who specializes in the Quality Assurance process. Their objective is going through the inventory for a second time to have a more accurate idea of overall volume. The customer goes through this process approximately 3 to 5 days before their pick up date to provide the most accurate inventory. With this process being completed it also provides safety to the client of being charged premium on site increases of payment on the day of pick up. In this case the customer's inventory increased approximately 467 C.F.

  
  4. Our company also strives in saving customers money, unfortunately upon arrival the FMCSA carrier noticed that the weight, that customer would occupy, exceeded the amount initially estimated. This adjustment in volume caused the increase in price. These adjustments were for including but not limited to the increase in weight as well as Optional Accessorial Services and Additional fees for the "Packing supplies such as boxes, bubble wrap, etc."

  
  5. On January 31, 2022, the FMCSA carrier informed us that the customer canceled onsite. 
  
  The Customer's desired resolution was for a full refund. After careful review of the account and our cancellation policy, the company has concluded we not only stayed in clear communication with the customer but we have executed our end of the estimate. Therefore, no refund can not be processed in any form. Our company would have rather executed the move. However, our company will hold the deposit for 12 calendar months for a future Long Distance move from the cancellation date (January 31,2022 ).
  
  
  Thank you for your time and attention to this matter.
  

  
  

  Business response

  03/12/2022

  
  
  We appreciate customers' feedback, as a company, we are always looking for ways to improve our services.
  
  In response to the complaint we would like to address the following:

  
  1. On January 18, 2022, the company secured a position on our calendar and provided customers with a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting a deposit of $1,561.11  to secure a position on our calendar. 

  
  2. Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized FMCSA (Federal Motor Carrier Safety Administration) motor carriers. In fact, policy states "Please note that American Long Distance Moving and Storage. is a properly licensed interstate Broker. American Long Distance Moving and Storage is not a motor carrier and will not transport an individual shipper's household goods, but will coordinate and arrange for the transportation of household goods by another FMCSA authorized motor carrier, whose charges will be determined by it's published tariff."
  
  3. Our company also strives in saving customers money, unfortunately a walkthrough by the FMCSA carrier noticed that the weight, that customer would occupy, exceeded the amount initially estimated. This adjustment in volume caused the increase in price. These adjustments were for including but not limited to the increase in weight as well as Optional Accessorial Services and Additional fees for the "Packing supplies such as boxes, bubble wrap, etc."

  
  4. On January 31, 2022, the FMCSA carrier informed us that the customer canceled due to increase. 
  
  The Customer's desired resolution was for a full refund. After careful review of the account and our cancellation policy, the company has concluded we not only stayed in clear communication with the customer but we have executed our end of the estimate. Therefore, no refund can not be processed in any form. Our company would have rather executed the move. However, our company will hold the deposit for 12 calendar months for a future Long Distance move from the cancellation date (January 21,2022 ).
  
  
  Thank you for your time and attention to this matter.
  

  
  

  Customer response

  03/15/2022

  
  Complaint: 16695577
  
  I am rejecting this response because: it's garbage and they are a scam.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  01/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing on behalf of my mother, ******* ******** . She reached out to American Long Distance Moving company in early November 2021 to obtain an estimate for an interstate move. She was asked to provide a down payment on that initial phone call and was asked to sign a docusign document in order to move forward with an estimate. She decided to go with a different company and called customer service back in less than 2 days and told them at that time she would be going with a different company. She was told her move would be removed from the calendar without discussion about return of her $1992.53 down payment. Because services were not rendered and she was told the job was being removed, she was under the impression she would be issued a refund. Several days went by and no refund was issued. She then had a fall and ended up in the hospital. She reached back out to the company by email explaining that she was not certain that she would be able to move and needed a refund. Again, no connection was made directly to my mother from the company. Once she moved from FL to CT in early January 2022, we called the customer care line and were told no refund would be made but a credit could be issued provided she had another move in 12 months. We explained this is the final move of her life and we did not want a credit but rather a refund of her $1992.53. We were directed to reach out to the corporate office via email and a general email address was provided. We have reached out via email three times with no return communication. Emails attached below.

  Business response

  01/27/2022

  We appreciate customers' feedback, as a company, we are always looking for ways to improve our services.
  I

  n response to the online complaint we would like to address the following:

  
  1. On November 13, 2021 the company secured a position on our calendar and provided customers with a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting a deposit of $1,992.53 to secure a position on our calendar.
  

  2. Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized FMCSA (Federal Motor Carrier Safety Administration) motor carriers. In fact, policy states "Please note that American Long Distance Moving and Storage. is a properly licensed interstate Broker. American Long Distance Moving and Storage is not a motor carrier and will not transport an individual shipper's household goods, but will coordinate and arrange for the transportation of household goods by another FMCSA authorized motor carrier, whose charges will be determined by it's published tariff."
  

  3. On November 23, 2021, the customer called and canceled the move.
  

  The Customer's desired resolution was for a full refund. After careful review of the account and our cancellation policy, the company has concluded we not only stayed in clear communication with the customer but we have executed our end of the estimate. Therefore, no refund can not be processed in any form. Our company would have rather executed the move. However, our company will hold the deposit for 12 calendar months for a future Long Distance move from the cancellation date (November 23, 2021).
  

  Thank you for your time and attention to this matter.

  Customer response

  03/01/2022

  As I discussed with ******* ******* this afternoon, I did not receive notification in my inbox that American Long Distance Moving provided a response. I appreciate the BBB reopening this claim and letting me review the response which remains inadequate. In my email on 2/4/2022, I outlined the exact timeline of events and provided a copy of phone bills and several emails where we requested a refund of the $1992.53 down payment for a service that was never provided. The company never returned any of those emails. My mother is elderly and on a fixed income. $1992.53 represents 4 months of income for her. She will never move again in her lifetime let alone in the next 12 calendar months. The company has NOT put forth a good faith effort to rectify this situation. We expect a full refund of this money since no services were provided by this company. I expect the company to provide this refund and am not sure what additional information they are looking for at this point. I look forward to hearing back when we should expect the refund in full.

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

  Business response

  03/06/2022

  
  
  We appreciate customers' feedback, as a company, we are always looking for ways to improve our services.
  
  In response to the online complaint we would like to address the following:

  
  1. On November 13,  2021 the company secured a position on our calendar and provided customers with a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting a deposit of $1,992.53  to secure a position on our calendar. 

  
  2. Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized FMCSA (Federal Motor Carrier Safety Administration) motor carriers. In fact, policy states "Please note that American Long Distance Moving and Storage. is a properly licensed interstate Broker. American Long Distance Moving and Storage is not a motor carrier and will not transport an individual shipper's household goods, but will coordinate and arrange for the transportation of household goods by another FMCSA authorized motor carrier, whose charges will be determined by it's published tariff."

  
  3. On November 23, 2021, the customer emailed in to cancel.
  
  The Customer's desired resolution was for a full refund. After careful review of the account and our cancellation policy, the company has concluded we stayed in clear communication with the customer. Therefore, no refund can not be processed in any form. Our company would have rather executed the move. However, our company will hold the deposit for 12 calendar months for a future Long Distance move from the cancellation date (November 23,2021 ).
  
  Thank you for your time and attention to this matter.
  

  
  

• Initial Complaint

  12/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My mom booked with American long-distance moving to move her stuff from a storage unit in AZ to her home in TX (Job #: AXXXXXXX). They gave her a 2-day time window (12/15-12/16) when the movers would arrive. She transferred power of attorney to me (her daughter) and I flew out to AZ on 12/14 and booked a return flight on 12/17 so that I would be there over the agreed upon 2-day span. They then told us the driver would come 12/16 between 4-6pm. I waited at the storage unit on the 16th from 4pm until 6:30pm but no one showed up. My mom finally got in touch with the driver who told her his truck was full so he couldn't come. I called him in the morning (12/17) and he said he was waiting on the company to tell him what to do but that he would call us back. He didn't. Since I had to go to the airport, the employees at the storage unit let leave the key with them and said if the driver came they would sign for us. I called the movers customer service line and told them this ****. I was transferred to the manager ***. She said this was fine and gave me her direct number to call when I landed to make the pick-up payment. She said they'd tell the driver the ****. She didn't. While I was at the airport, I got a call from the driver at 1:50pm telling me he would go to the storage unit in about an hour. I tried to call the number *** gave me twice (12/17, 12/18) but no one answered. I called the storage unit (12/18) to see how the pick-up went and they told me that the driver never came. I called the customer service line asking them to cancel the contract and refund my mom's deposit. I was again transferred to Sam who offered to give me the deposit back as a "credit". When I told her no, she told me she couldn't authorize a refund. I asked to be transferred to someone that could and she told me there were no higher managers there. The driver then called me saying they didn't get to the unit before the office closed at 5pm (12/18). I want the full $995.25 deposit refunded.

  Business response

  01/14/2022

  Business Response /* (1000, 5, 2021/12/21) */ We appreciate customers' feedback, as a company, we are always looking for ways to improve our services. In response to the online complaint we would like to address the following: 1. OnDecember 2, 2021 the company secured a position on our calendar and provided customers with a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting a deposit of $995.25 to secure a position on our calendar. 2. Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized FMCSA (Federal Motor Carrier Safety Administration) motor carriers. In fact, policy states "Please note that American Long Distance Moving and Storage. is a properly licensed interstate Broker. American Long Distance Moving and Storage is not a motor carrier and will not transport an individual shipper's household goods, but will coordinate and arrange for the transportation of household goods by another FMCSA authorized motor carrier, whose charges will be determined by it's published tariff." 3. We strive to accommodate customers arriving within the requested window for pickup however, due to unforeseen delays, no promises can be made. In fact, the Binding Moving Estimate policy makes clear "All pickup, load and/or delivery dates are only estimates and are not guaranteed. There are absolutely no guarantees made, expressed or implied regarding pack, load and/or delivery dates." 4. On December 17, 2021, the FMCSA carrier informed us that the previous pickups volume increased and filled the truck. In order for them to pick up the customer they had to unload the HHG and would be delayed in picking up the customer. 5. On December 18, 2021, the customer called and cancelled the move due to the delay in pickup. The Customer's desired resolution was for a full refund. After careful review of the account and our cancellation policy, the company has concluded we not only stayed in clear communication with the customer but we have executed our end of the estimate. Therefore, no refund can not be processed in any form. Our company would have rather executed the move. However, our company will hold the deposit for 12 calendar months for a future Long Distance move from the cancellation date (December 18, 2021). . Thank you for your time and attention to this matter. Consumer Response /* (3000, 7, 2021/12/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) You absolutely did not stay in "clear communication" with us. You, nor the carrier told us that they wouldn't make our pick up window. December 17th is AFTER the pickup window which was December 16th. Your idea of "clear communication" is letting us know after the fact and only after we make multiple attempts to contact you? We even tried to resolve the issue with having the storage unit facility sign for the pick up and the driver failed to pick up our stuff a SECOND TIME. You failed in facilitating the pick up. We canceled after you failed to uphold your part of the contract. Both times we contacted your customer service line, the representative ASKED US for the drivers phone number. What exactly did your company facilitate if your representatives don't even have the driver's number? It's clear to us from the many other complaints here that your company is dishonest, incompetent and frankly criminal. If you do not refund our deposit, we will have no choice but to peruse legal action. Complaint Response Date bumped because: Holiday Business Response /* (4000, 9, 2022/01/02) */ In response to the preceding appeal we would like to provide the following; Our company stands by our previous assertion and will not be providing a refund in any form. Thank you for your time and attention to this matter.

• Initial Complaint

  12/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My mother was taken advantage of. She was quoted an initial amount that she agreed to and they had everything all wrong they did not include all of her inventory that she has in her house. Then they quoted her only on a half a truck at $6000. They then said that they would give her a full truck for $8100. When we spoke to them together the "went from $8100 to $9800. We told him we want to cancel because of the inconsistency but then they start reading us their cancellation policy. But while on the phone with a gentleman he told us that if we cancel within 48 hours of the move date that we would get our deposit back of $1600 and now they're telling us that we will forfeit the money if we cancel. Again they took advantage of my mom and myself and lied about their quotes and kept changing their prices. This company needs to be held accountable For the actions that they are doing to consumers.

  Business response

  01/10/2022

  Business Response /* (1000, 5, 2021/12/19) */ We appreciate customers' feedback, as a company, we are always looking for ways to improve our services. In response to the complaint we would like to address the following: 1. On November 23, 2021 the company secured a position on our calendar and provided customers with a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting a deposit of $1,671.00 to secure a position on our calendar. 2. Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized FMCSA (Federal Motor Carrier Safety Administration) motor carriers. In fact, policy states "Please note that American Long Distance Moving and Storage. is a properly licensed interstate Broker. American Long Distance Moving and Storage is not a motor carrier and will not transport an individual shipper's household goods, but will coordinate and arrange for the transportation of household goods by another FMCSA authorized motor carrier, whose charges will be determined by it's published tariff." 3. We have a devoted team who specializes in the Quality Assurance process. Their objective is going through the inventory for a second time to have a more accurate idea of overall volume. The customer goes through this process approximately 3 to 5 days before their pick up date to provide the most accurate inventory. With this process being completed it also provides safety to the client of being charged premium on site increases of payment on the day of pick up. In this case the customer's inventory increased approximately 1229 C.F. 4. On December 14, 2021 the customer was given the option to revert her estimate back to the original volume based on the inventory that was provided by the customer. They cancelled the move. The Customer's desired resolution was for a full refund. After careful review of the account and our cancellation policy, the company has concluded we not only stayed in clear communication with the customer but we have executed our end of the estimate. Therefore, no refund can not be processed in any form. Our company would have rather executed the move. However, our company will hold the deposit for 12 calendar months for a future Long Distance move from the cancellation date (December 14, 2021). Thank you for your time and attention to this matter. Consumer Response /* (3000, 7, 2021/12/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) They gave my mother a false quote just to take the deposit. They did not include half the items in my mothers house. All they told her was that the quote was $6,000. My mother said ok gave the deposit, then after when move date came closer the quote went to $10,000 and of course they took her deposit and now is liable for it. He took advantage of her and lied on the inventory list and did not put every single item my mom was going to move. They did that so they can take her money i'm not return it. They stated 2 times by employees on the phone that she can get her deposit back 2 days before the move. Something needs to be done for these crooks to be Accountable for their dishonest quotes Business Response /* (4000, 9, 2021/12/22) */ In response to the preceding appeal we would like to provide the following; Unless customers can provide additional information our company stands by our previous assertion and will not be providing a refund in any form. Thank you for your time and attention to this matter. Complaint Response Date bumped because: Holiday Consumer Response /* (4200, 11, 2021/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a clear scam again they lied about the quote that they gave my mother took her deposit then doubled the quote to $12,000 in order for us to lose out on money this company needs to pay back otherwise I will file legal action against them there's plenty of reviews and other customers that I have on back up that I have reached out to you via reviews Business Response /* (4000, 13, 2022/01/02) */ In response to the preceding appeal we would like to provide the following; Unless customers can provide additional information our company stands by our previous assertion and will not be providing a refund in any form. Thank you for your time and attention to this matter. Consumer Response /* (4200, 15, 2022/01/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) A police report was filed and I do have an attorney that will be in contact with this scam of a company. Unprofessional all of them there and what a disheartening type of people to lie and take advantage of a elderly woman and take her money ! Business Response /* (4000, 17, 2022/01/09) */ We appreciate customers' feedback, as a company, we are always looking for ways to improve our services. In response to the complaint we would like to address the following: 1. On November 23, 2021 the company secured a position on our calendar and provided customers with a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting a deposit of $1,671.00 to secure a position on our calendar. 2. Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized FMCSA (Federal Motor Carrier Safety Administration) motor carriers. In fact, policy states "Please note that American Long Distance Moving and Storage. is a properly licensed interstate Broker. American Long Distance Moving and Storage is not a motor carrier and will not transport an individual shipper's household goods, but will coordinate and arrange for the transportation of household goods by another FMCSA authorized motor carrier, whose charges will be determined by it's published tariff." 3. We have a devoted team who specializes in the Quality Assurance process. Their objective is going through the inventory for a second time to have a more accurate idea of overall volume. The customer goes through this process approximately 3 to 5 days before their pick up date to provide the most accurate inventory. With this process being completed it also provides safety to the client of being charged premium on site increases of payment on the day of pick up. In this case the customer's inventory increased approximately 1229 C.F. 4. On December 14, 2021 the customer was given the option to revert her estimate back to the original volume based on the inventory that was provided by the customer. They cancelled the move. The Customer's desired resolution was for a full refund. After careful review of the account and our cancellation policy, the company has concluded we not only stayed in clear communication with the customer but we have executed our end of the estimate. Therefore, no refund can not be processed in any form. Our company would have rather executed the move. However, our company will hold the deposit for 12 calendar months for a future Long Distance move from the cancellation date (December 14, 2021). Thank you for your time and attention to this matter.

• Initial Complaint

  12/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They are scammers. They quoted me a price and then increased it by more than 5 times the original quote and tried to force me to pay. When I refused, they said they were going to keep my deposit money and they would not return it to me in the amount of $1,016.20. The contract clearly states "Your estimated price will not change unless you order additional services, add additional items to be moved, or additional weight or cubic feet to be moved which are not listed on the estimate." And that is exactly what happened! I was clear about every item and they increased the price the day of moving.

  Business response

  01/03/2022

  Business Response /* (1000, 5, 2021/12/11) */ We appreciate customers' feedback, as a company, we are always looking for ways to improve our services. In response to the online complaint we would like to address the following: 1. On November 11, 2021 the company secured a position on our calendar and provided customers with a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting a deposit of $1016.20 to secure a position on our calendar. 2. Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized FMCSA (Federal Motor Carrier Safety Administration) motor carriers. In fact, policy states "Please note that American Long Distance Moving and Storage. is a properly licensed interstate Broker. American Long Distance Moving and Storage is not a motor carrier and will not transport an individual shipper's household goods, but will coordinate and arrange for the transportation of household goods by another FMCSA authorized motor carrier, whose charges will be determined by it's published tariff." 4. Our company also strives in saving customers money, unfortunately upon arrival the FMCSA carrier noticed that the weight, that customer would occupy, exceeded the amount initially estimated. This adjustment in volume caused the increase in price, the bill of lading reflects the difference in volume which was signed off by the customer indicating this was agreed by the customer. These adjustments were for including but not limited to the increase in weight as well as Optional Accessorial Services and Additional fees for the "Packing supplies such as boxes, bubble wrap, etc." 4. On November 28, 2021, the customer refused service onsite. The Customer's desired resolution was for a full refund. After careful review of the account and our cancellation policy, the company has concluded we not only stayed in clear communication with the customer but we have executed our end of the estimate. Therefore, no refund can be processed in any form. However, for any inconvenience our company is willing to provide a future long-distance move at a discounted rate. Thank you for your time and attention to this matter. Consumer Response /* (3000, 7, 2021/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have pictures of the items in my house. I have a contract that specifies all of the items. There were no additional items. There were actually less boxes than the amount in the contract. There was no mistake on my end. I was very clear and honest about every single item I had and the size of the items also. Please compare the pictures to the items! She stated that only half of my boxes would fit in the truck. How is that possible when I clearly stated I had a dresser, a queen size bed and a loveseat. That makes absolutely no sense. To top it off she said I lived on 7 flights of stairs when I lived on the 3rd floor! She then said if I didn't pay $8,000 I was going to lose my deposit. That's practically blackmail. How are you going to tell me I have to pay 6 times the amount I was originally quoted? The contract clearly states that if no items are added then the price will not increase. NO ITEMS WERE ADDED! They lied. Plain and simple. And they stole my money. Business Response /* (4000, 9, 2021/12/19) */ In response to the preceding appeal we would like to provide the following; Unless customers can provide additional information our company stands by our previous assertion and will not be providing a refund in any form. Thank you for your time and attention to this matter.

• Initial Complaint

  12/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or about 11/18/2021 we were contacted by American Long Distance out of Ft Lauderdale Fl. We worked out agreement on a DEDICATED 26' 1800 CF TRUCK, absolute cost of $7500. WAS PROMISED SOLE USE WITH DEL time OF 6 DAYS. We made down payment of $1675.Day before pickup on 11/25 Brooklyn Movers Inc. Called informing us they were sending 53' trl with mixed customers and del in 21 days. We told them no, that wasn't our deal. No one showed up and refused refund claiming we canceled. We have e mail copy of agreement. They said refund wasn't going to happen

  Business response

  12/22/2021

  Business Response /* (1000, 5, 2021/12/11) */ We appreciate customers' feedback, as a company, we are always looking for ways to improve our services. In response to the online complaint we would like to address the following: 1. On November 19, 2021 the company secured a position on our calendar and provided customers with a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting a deposit of $1675.00 to secure a position on our calendar. 2. Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized FMCSA (Federal Motor Carrier Safety Administration) motor carriers. In fact, policy states "Please note that American Long Distance Moving and Storage. is a properly licensed interstate Broker. American Long Distance Moving and Storage is not a motor carrier and will not transport an individual shipper's household goods, but will coordinate and arrange for the transportation of household goods by another FMCSA authorized motor carrier, whose charges will be determined by it's published tariff." 3. On November 26, 2021, the FMCSA carrier informed us that the customer cancelled when called to confirm the pickup ETA. When customer service spoke with the customer to offer solutions the customer cancelled. The Customer's desired resolution was for a full refund. After careful review of the account and our cancellation policy, the company has concluded we not only stayed in clear communication with the customer but we have executed our end of the estimate. Therefore, no refund can not be processed in any form. Our company would have rather executed the move. However, our company will hold the deposit for 12 calendar months for a future Long Distance move from the cancellation date (November 26, 2021). Thank you for your time and attention to this matter. Consumer Response /* (3000, 7, 2021/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company conveniently left out the core of our complaint. We were promised "DEDICATED AND SOLE USE OF A 26', 1800 C.F TRUCK, WITH DEL IN 6 DAYS." This point was addressed many times, that ours was to be only property on truck. This was the only reason we decided to use this co. When Brooklyn Movers called and said they were bringing 53' trailer with mixed load and 21 days to del, we said that was not our agreement and unacceptable. WE DID NOT CANCEL. WE ONLY INSISTED THEY STICK TO WHAT WE WERE PROMISED WHEN WE PAID THE DEPOSIT. Business Response /* (4000, 9, 2021/12/19) */ In response to the preceding appeal we would like to provide the following; Unless customers can provide additional information our company stands by our previous assertion and will not be providing a refund in any form. Thank you for your time and attention to this matter. Consumer Response /* (4200, 11, 2021/12/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will be sending copy of agreement very shortly which clearly states under NOTES - EXCLUSIVE USE OF 26 FT 1800CF TRUCK. Business Response /* (4000, 14, 2021/12/22) */ In response to the preceding appeal we would like to provide the following; Unless customers can provide additional information our company stands by our previous assertion and will not be providing a refund in any form. Thank you for your time and attention to this matter. Complaint Response Date bumped because: Holiday

• Initial Complaint

  12/04/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, I have been involved in a nightmare situation with a moving company. On November 10 I had made arrangements with American Long Distance Moving and Storage to be picked up from a storage facility in Scottsdale, AZ for a move to Pennsylvania within the time frame of the 10-12th of November. They insisted I put a $1500+ deposit down for a job that was quoted at $3300. I was later informed the job would be pushed back a few days so I was forced to wait at a hotel in Scottsdale on my own dime. On Nov. 17 a 2 man crew showed up and I was told the job would now be over $6700 and also that I could not pay with a credir card, which I had stressed at the beginning of the process and was told no problem. Being that the cost would now be more than double what I originally was told (And the 2 bedroom apartment worth of stuff was in a storage unit that I gave the dimensions for) it should not have been a surprise at to the amount of items. It is now December 4, and I have called every day and am given every excuse in the book as to why there is no one to pick up my stuff. So, I have had to buy new things for my current apartment, pay for another month of storage costs and the list goes on and on... I am hoping to get some sort of resolution on this ASAP and am not sure where to turn. I would have happily found a different company, but I have already paid a deposit which they say is non refundable because I turned away the original truck that showed up. Find me a person on earth who would accept paying more than double what was originally quoted. Any assistance or guidance in this matter would be greatly appreciated!

  Business response

  01/19/2022

  Business Response /* (1000, 5, 2021/12/11) */ We appreciate customers' feedback, as a company, we are always looking for ways to improve our services. In response to the online complaint we would like to address the following: 1. On November 10, 2021 the company secured a position on our calendar and provided customers with a Binding Moving Estimate, which was acknowledged, signed and returned, prior to accepting a deposit of $1519.00 to secure a position on our calendar. 2. Long Distance Moving is a service we provide to our customers and in order to execute the move, our company utilizes authorized FMCSA (Federal Motor Carrier Safety Administration) motor carriers. In fact, policy states "Please note that American Long Distance Moving and Storage. is a properly licensed interstate Broker. American Long Distance Moving and Storage is not a motor carrier and will not transport an individual shipper's household goods, but **** coordinate and arrange for the transportation of household goods by another FMCSA authorized motor carrier, whose charges will be determined by it's published tariff." 3. On November 18, 2021 the FMCSA carrier arrived at the pickup location and the customer refused service. Customer requested a second truck and informed customer service he would not be back in origin location until after Thanksgiving. We have attempted several times to reach the customer to reschedule. The Customer's desired resolution was for a service. We ask the customer contact customer service to schedule the pickup. Thank you for your time and attention to this matter. Consumer Response /* (3000, 13, 2021/12/28) */ My Case # XXXXXXXX : American Long Distance Moving And Storage LLC has not been resolved. I called 2-3 times a day for follow up as to when a new pick up date could be arranged. They had no response for me and were extremely rude and short on the phone. After over 3 weeks of this...I stopped calling. My stuff still sits in a storage unit in AZ because I read the multiple complaints by others which were exactly like mine in which no refund for the deposit was given. These people are crooks and scam artists looking to squeeze every dollar out of people by putting them in desperate situations. The phone numbers I was given by the 2 original people I set this up with quickly went unanswered and unresponsive to calls and texts. The main # was nothing but excuses and turning this around on me. I would like to do anything possible to make others aware to steer as far away from these people before losing any money like I did. My $1500+ deposit is long gone and it makes me sick Business Response /* (4000, 17, 2022/01/02) */ In response to the online complaint we would like to address the following: In addition to the mentioned statements, American Long Distance Moving and Storage stands by our previous assertion. Thank you for your time and attention to this matter. Consumer Response /* (4200, 19, 2022/01/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this resolution as I have now used a different company for my move. I am looking for a refund of the $1519 deposit. In addition to calling 2-3 times a day for 3+ weeks looking to set up a new pickup date, I've been calling now to arrange a refund only to be transferred to extensions that are disconnected or don't exist. I've spoken to a the same lady Sam who assured me someone would call me back regarding this matter, only to never hear anything from them. The only time this company responds quickly is on these complaint forms Business Response /* (4000, 22, 2022/01/16) */ In response to the online complaint we would like to address the following: In addition to the mentioned statements, American Long Distance Moving and Storage stands by our previous assertion. Thank you for your time and attention to this matter.

*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. ↩