ComplaintsforAll Saints Movers, LLC

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We hired a moving company to help us move from one state to another. We were not told that our movers had outsourced the job to someone else. We experienced a lot of issues with this as a result. Our stuff was delivered weeks later than the promised delivery date. Additionally, the individual driving the moving truck was completely unreachable and refused to provide any updates for us. Then, when he finally arrived, he hired random freelance handymen from an app to assist with the move. There were a lot of items damaged between when the items were first loaded onto the truck from the origin address and then when the items were being unloaded into a rented storage unit. A few of the boxes were even dropped right in front of me as I supervised the unloading. Lastly, the driver charged me an additional $500 that was not part of the quoted and agreed price that I set up with the original referral company and the original moving team that performed the loading of the truck. For issues and resolutions, the moving company used a 3rd party arbitration company to facilitate any issues I had and provide resolution, and I used this company and provided a summary of damages and complaints as well as photo evidence of damages. However, the resulting decision was ultimately a $125 refund for damages and inconveniences I was forced to accept for an over $10,000 move. And even that $125 has not been received at the time of this complaint. It is almost 3 months over due and I have no method of contacting the moving company as the only working number i could find never connects to a real person. As such, I am requesting any possible assistance from BBB to help with at the very least receiving the $125. Preferably, I would ask if a proper consequence could be applied if my side of things is investigated and verified.If additional information is needed, please let me know.Thank you.

  Business response

  07/29/2024

  First and foremost, we do offer our sincerest apologies for any dissatisfaction or misunderstanding between the customer and ********************** LLC.  We have attached some paperwork to clarify a few things.  First, the move was done nearly at estimate at the time of pickup - the only change was about $254 worth of packing for fragile items which ************** signed and agreed to.  Everything else was done per the original estimate ************** had from the broker.  The $500 fee at delivery was due to issues with truck access.  As listed in our tariff, as well as the original estimate signed by the customer, there can be fees with truck/crew access for long-carry fee if the truck cannot park within 100 feet of the front door, elevator fees, stairs fees for more than one flight, etc.  That fee was absolutely not charged for the actual services provided and was due to some kind of issue with truck/crew access.  As far as the delivery goes, the first available delivery date that Mr. ***** listed was October 16th, 2023.  The transit time provided by the broker at the time of booking (verbally & in writing for the verification) was 5-14  business days.  It is made clear during the verification and in the verification email, that the transit time of 5-14 business days begins on the first available delivery date (***) provided by the customer.  The delivery was made on October 28th which was 9 business days after the *** and well within the transit time provided at the time of booking of 5-14 business days.  Again, we do sincerely apologize for any miscommunication on the part of the broker or us regarding how the delivery and *** work.  

  Unfortunately, regarding the damages, the customer signed and agreed to insurance coverage for the *** standard of 60 centers per pound per article.  This is also made clear, unless a different coverage level is purchased, at the time of booking and on our bill of lading.  We do use a third party to process these claims, and we have attached a letter that should have been mailed to Mr. ***** that he needs to sign and have notarized and mailed back to us.  Once we receive that, we are MORE than happy to send him the compensation for the damages claim!  We are unsure what phone number he was provided, but our **************** phone number is ************ and due to his issues contacting us, we did a couple test calls today & every single call was answered.  We hope the customer feels more than comfortable calling us directly so that we can address any other complaint or confusion regarding the claims compensation.  We hope to resolve this issue as quickly as possible considering how long ago this was delivered!

  Customer response

  08/03/2024

   
  Complaint: 21930096
  
  I am rejecting this response because: You stated the $500 additional expense was due to truck access. However, the truck had easy access directly to both entrances of the 1st drop off point, which was the apartment, and the 2nd drop off point, which was the storage unit. Both locations the truck had direct access to the entrances of where the items were to be delivered. That was not the reason for the added fee. I have uploaded the actual documents, one that was sent as a picture to me from your office. On that document, under the section, **************** on the line "Split pickup/delivery or extra drop off" is written "Free $0." 

  On the 2nd document I have uploaded, which I took a picture of immediately after the delivery was completed, The delivery driver, who from what I understand was an outsourced free-***** agent that took the job for you, wrote in the same ************** section, "Other: 2 locations $489." This is also what he told me, despite me telling him that I was told the 2nd location would not be charged. He stated he was not given that information and I needed to pay the additional charge if he was going to be delivering the remaining items to the 2nd drop off at the storage unit. 

  As for the other issues I originally wrote about, I was not made aware prior to the delivery that the company I hired to do this job was not going to be the actual delivery team. I felt confident with the team that did the pick up, and I asked if these would be the same individuals that would do the drop off, which the man in charge on the day of pick up said it would be their company that would do the drop off. Instead, it was a single individual that did the delivery and he hired a team of random gig workers to perform the drop off. Additionally, this individual was impossible to get ahold of during the delivery and would not update us on his whereabouts. During the actual drop offs at each location, numerous boxes were dropped and incidents occurred in front of me as I supervised the drop offs at each location. This was not what I agreed to upon first signing the contract at pick up. As for the 5-14 days thing, I can understand being a few days late for a drop off, but the truck left the state around 10/14/2023, which is the same day we left the state and we were told the truck left already, and the truck did not arrive until 10/29/2023, which is documented via the form I submitted here. It may be nitpicky, but we were told it would arrive earliest on 10/16/2024, but we received no word at all about where the truck was, and we were left without a lot of packed up stuff we were needing desperately due to the non-forecasted snowfall. For the truck to be almost 2 weeks late with no word on where it was almost that entire time, was ridiculous. I do not feel the company should be entitled to protection for outsourcing work to people that we did not approve of nor were informed about.

  At the very least, if nothing else can reach resolution, I do feel the $489 I was forced to pay for a service that wasn't supposed to be charged for, needs to be refunded, along with the mediated amount of $125 via the 3rd party arbitration company's proposed resolution.

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

• Initial Complaint

  01/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Four weeks after my guaranteed delivery date, I received a call from an All Saints Movers LLC Driver (Can Sekman) less than 24 hours in *********** told me he would arrive with my items the following morning at 8 am. I was previously told I would be contacted at least 24 hours before my delivery date, but because of the extended delay, I rearranged my schedule to be available. The morning came, and there was no driver. I finally contacted the driver, and he informed me that the roads were closed due to the weather. The driver relayed the same message the following day. By this time, I checked the roads in the state he said he was stuck in, and there were no road closures. Due to a snowstorm, the driver claimed the truck was stuck in *********, ****. We followed up daily with the driver, who said the roads were closed for three days. Finally, the driver said the truck was broken and stuck in *********, ****, on the side of the road (pictured). The driver said he had to leave the truck and was headed to ******* to get a new one. We have been checking in with the driver daily. He confirmed that our items had been left in the truck, abandoned, and unsecured on the road. The driver said he had been working with ****** to have the truck towed. The driver finally admitted that State Trooper towed the truck, and he does not know where the truck was towed to. At the time of this, we still not have received our belongings and All Saint ****** LLC (Carrier) has yet to express any urgency, care, or concern. This experience had been extremely damaging and traumatizing.

  Business response

  02/27/2024

  This issue has been resolved since this complaint was submitted.  To be clear, the truck was never just abandoned on the side of the road.  During the winter storm (which you can easily find proof of with a simple ****** search), there was over 20 inches of snowfall.  Unfortunately, the driver felt it was unsafe to continue driving through the storm and was forced to pull over on the side of the road.  Despite the driver's attempt to stay with and sleep in the truck, State Troopers came around and told the driver he would not be allowed to stay in the truck on the side of the road.  So the driver was forced to get a hotel, during which time tow trucks towed not only this truck but multiple other trucks that had had to pull over on the side of the road due to the snowstorm.  The driver kept the Customer fully informed throughout all of this, even offering the phone number of the State Trooper to confirm these events.  Due to the roads not being navigable during and immediately after this storm, unfortunately the driver had to leave to complete a separate delivery (informed the customer of his whereabouts), and came back to pick up the truck (which was safe in a secured location), and has since delivered the customer's goods.

  Regarding the delivery, we do not offer guaranteed delivery dates.  It is clearly stated verbally and in writing at the time of booking, as well as on the bill of lading (signed by the customer at the time of pickup) that unless the premium service is selected & purchased, that we do not guarantee delivery dates and are allowed up to 30 business days after the first available delivery date to delivery a customer's goods.  As seen on the paperwork attached, the customer's first available delivery date was the 15th of December, 2023.  These events happened roughly around the 20th business day after the first available delivery date.  According to the signed paperwork, we typically offer customers $30 per day for each day the delivery is late after the 30th business day from the first available delivery date.  The customer was delivered roughly around the 33rd business day (the bill of lading states that business days do not include holidays or weekends).  Per the signed agreement, that would typically provide the customer about a $90 discount from their $1,140.84 delivery balance.  However, due to the delayed delivery and customer frustration, we totally and completely waived the $1,140.84 delivery balance, which ultimately offered over an additional $1,000 than what they typically would have received per the contract.  We did this in an effort to reflect our apologies for inconvenience this process may have caused the customer.  We are truly sorry for the inconvenience, and we hope that waiving the delivery balance helped in resolving this matter.

  We have attached the signed bill of lading.  On the first page, you will see the highlighted First Available Delivery Date chosen by the customer of 12/15/23.  On the second page, in section five, you will see the notice of agreed pickup and delivery periods where it confirms the allotted delivery time frame for a standard delivery.

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