ComplaintsforAll-Roads Express Corp

• Initial Complaint

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  All Roads Express was chosen for a move from ******* to ********. ************************ promised a 2 day pack. This did not occur--I packed most of my belongings. The movers worked 4 hours the first day and 6 hours on the second day--does not sound like a 2 DAY pack. The packer in charge that day would not talk to Mr. ********* on the phone and indicated he did not know this person and then stated he didn't work for All Roads Express. Several valuable items on the inventory were left behind--shark vaccuum clearner, 3 rugs--two of them 5 by 8 and another 4 by 6 rug. The packer in charge was obnoxious and nothing could be taken care of on the phone since he refused to speak to All Roads Express. Upon deliver these items were gone or they were broken--missing two glass shelves from entertainment unit, printer was broken, Christmas heirloom broken, china was not packed safely and pieces broken, 8 boxes with the word SPODE written on them were not delivered. There are more items and the company has been contacted several times--they do answer email and if you call you cannot talk to anyone. ***** the manager spouts "company contract lines" but offers no help in repairing or replacing these items. I had to sign and pay full price before any of this could be checked. It was marked complete but the inventory could have meant anything as things are identified large box, small box, ************************ told me the items were taken off the first truck and stored--he then claimed it was guaranteed truck. It was a Ryder truck so the items were moves it seemed more than once. ************************ and I worked for one year to get this move right and when things went wrong you were denied access to him. I have sent pictures and emails and no one responds. They got their money but did not deliver the service they promised. My items need to be replaced or repaired.

  

  Business response

  04/10/2023

  All Roads Express, booked  a move for the customer to be completed over the course of two days which included a full packing service. The customer's shipment occupied a full 26FT truck. As we approached the move date the customer advised her sales representative that she would start packing her own boxes. When the movers arrived on the 1st day to perform a full packing service the customer packed more than half of her shipment.  As a company we decided to have our movers load boxes that were packed in order to make space for the following work day and therefore create a more organized work environment for a successful 2nd day. 
  Once the move was completed the customer made the company aware that she would like for us to pick-up additional items. The company made arrangements to have our movers pick-up those items at no additional cost but unfortunately after several attempts made by our  customer service department there was no cooperation at all from the customer. Whenever a customer has complaints or issues regarding their move the file is transferred from the sales representative to the management team to provide a resolution and to eliminate any further issues. From the time the company has picked up the customer we have over 30 phone calls where the management team has tried to communicate with the customer regarding her move which the customer has made the decision to no longer communicate via telephone. We can only communicate with the customer via email. 
  The customer's shipment was picked up on 02/27/23 and the customer was ready for delivery as of 03/25/23 which from that date the company has a window for delivery within 14 business days to deliver. We can not keep a customer's household goods on a truck for a month due to liability and safety reasons. Due to the fact the customer was not ready for delivery right away the shipment was off loaded into our warehouse. The customer received delivery on 03/27/23 which was a request from the customer. At the time of delivery the customer checked off her item sheet number by number and signed that all boxes/furniture were delivered. 
  The customer has contacted our office advising us there are damaged and missing items even though the customer has signed and consented to all items that were received at the time of delivery. The customer has been instructed multiple times to submit a complete list of damaged items as well as supporting documents in order to begin her claim process. The customer is currently in the process of formulating a damaged/missing items list with supporting documentation in order to reach her settlement offer based on her selected coverage.  
  For us to resolve the customer's claim she must submit her complete list of damage and missing items in order for us to move forward in providing the client with a resolution. 
  

  Customer response

  04/14/2023

   
  Complaint: 19881026
  
  I am rejecting this response because:  The All Roads Express company has tapes of each phone call--listen to them--the response above is discrepant with facts.  This moving company was selected based on promises from the Senior Sales Analyst Mr. *****************************--we worked on this for a year--he made many promises that were not kept.  He was the one who suggested the one month of free storage--in case any thing might need to be done to the house prior to furniture arriving.  Although I signed several documents from All Road Express every one of them also states:DO NOT AGREE OR DO NOT ACCEPT THIS IS CORRECT.  The packers were the main issue and they did not pack things correctly.  List of damaged items and pictures have been given to ***** via email and copied to ************************ also.  The list includes, but is not limited to the following:  Trek Bike--not packaged at all--handle bars are unable to be moved from the twisted/bent position--both tires are broken--bike was just maintained at Trek Bicycle Shop in ********** in ******** 2022 and was brand new (bought from same shop) in December, 2021.  ***** is missing (8 small boxes marked SPODE--Christmas *****.

  All silverware is missing--2 kitchen wooden chairs were not delivered--4 table legs are missing to a table,  Wild flower china has missing tops to teapot and coffeepot.  The new shark vacuum cleaner was left at the house--did not fit in my car.  3 of the 5 wall clocks no longer work and were not protected.  The Mickey ***** solar light welcome statute is missing.  Two glass shelves that go in the entertainment center are missing as are the glass doors on the top of the entertainment center.  The cabinet is marred and one cabinet will need to be repainted due to damage and filth.  A white table is marred and filthy.  Brooms for the kitchen are missing.  Two poles for solar lights are missing.

  Two Lenox lamp shades arrived but not the bases.  Two ***** ****** bases arrived but not the lampshades.  A blue ******* Lamp has the connectors missing so the lamp cannot be put together.  Blue bookshelf was damaged and we were able to fix it.  A 42 inch ******* smart TV is missing.  It is interesting that I have a container filled with railroad tracks for a child's railroad--they are not our tracks--I don't know who they belong to at all (some child missing them I'm sure).  Several parts of the rug wash machine are missing so you are unable to use it.  

  Remember on the day of the packing when a problem arose--the packer would not speak to ************************--stated he never heard of him.  Then the packer stated that he didn't need to talk with anyone because he didn't work for All Roads Express--who these packers were and from what company I have no idea.

  ************************ spent lots of time prior to the delivery making sure he had the sale--he was then "unreachable" after the delivery.  The manager ***** said she was in charge--she knows nothing of the promises made. She has received ALL of the information to work and quickly settle this claim--she is not helpful--only demanding that the contract is the contract (translation is she could care less).  The owner is totally unreachable--Facebook--no response--email--no response.

  This was a long distance move--carefully planned by me--not executed due to poor packing and so many items are damaged or missing.  This is a despicable company and others should be warned.  There are several reviews of this company that state the exact problems I encountered with ALL ROADS EXPRESS.  They know that damage they have done and do not seem to want to do the right thing--that's in their contract also (I guess only parts benefitting them are important--any consumer protections can be

  ignored).  This is a horrible company with very complacent workers who are obviously not trained or supervised in any way.  It's sad--very sad!

   

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

  

  Business response

  04/26/2023

  In the statement above the customer has made several false accusations against All Roads Express. The customer signed her inventory control form which was checked off by customer stating all her items were delivered. We have been in communication with the customer, requesting pictures of damages in several different emails, which we only received 3 pictures as proof of damage ( a vase, a bicycle & a glass cup). Now the customer is sending a list of items that is missing or damage which we have not heard of until we read her response above. For example the customer is  stating a 42" TV is missing, we delivered the customer on 3/27, we have no email from the customer until now in her response that a TV a missing. 
  Per the customer she selected our services based on promises made by the sales representative which the company has performed those services. We booked the customer with a 3 day pick-up window 2/25-2/27, we picked the customer 2/26 & 2/27. The customer was not ready for delivery right away, we unloaded the customer shipment into our warehouse. She was ready for delivery 3/25. We scheduled delivery 3/25-3/27, due to weather issues the customer requested for us to arrive on 3/27, we delivered the customer on 3/27. The company did not charge the customer for any additional services that were rendered at the time of pick-up. If the customer is referring a promise was made by the sales representative concerning damages, no company including it's staff can guarantee that no damages will take place because that is always a possibility. Pertaining to the customer's move the probability of damage increases due to several reasons, the shipment had to be double handled in and out of storage, meaning we loaded the items at pick-up, off loaded into storage, loaded out of storage and then unloaded at delivery. The customer also decided to pack 80% of your shipment even though we included and recommended a full packing service at no additional charge. 
  As a company we want to come to resolution but the customer is not providing any information for us to proceed, at this point the customer has not provided a complete list of damage items including proof of damage. We are willing to consider the list of missing items even though we have a signed contract by the customer that all items were received. Besides the fact the customer has damages which is outside of any company's control we have completed the services within the customer's contract. 
  If the customer would like to set up a meeting to talk to the owner and the management team if this would help us proceed in providing the customer with a resolution, the customer can email *********************************************************. 

  Customer response

  05/01/2023

   
  Complaint: 19881026
  
  I am rejecting this response because:  The company is not accurate in its accusations of me.  They have all the information they need to replace or repair all the items their packers did not pack appropriately.  There claim that they have an inventory is also not accurate as the packer in charge when items were packed indicated he did not work for All Roads Express and did not need and would not speak with them on the phone.  Also the packer got so angry he left without completing the task and he left all the original documents on the table.  All Roads Express is lying when they say they have the paperwork--they do not.  Chairs are missing, table legs are missing, broken dishes and many other items are damaged.  8 boxes of Spode china is missing as well as all the silverware.  Many items were "packed" by throwing them into boxes with no tops and just taping them--ruined 2 clocks that way.  Many items were not wrapped at all.  All of this has been forwarded to the manager *****--pictures, description etc.  THERE HAS BEEN NO COMMUNICATION WITH THE MANAGER aside from an email stating--send the pictures in one file (too large cannot be done).  Mentioning that the pictures be put in one file was all she has said to this point.  She did mention also that I had to take pictures of their boxes--I forwarded all of that to them.  There has been no attempt at resolution or any conversations on how to complete "ridiculous" directions by the manager.  Owner is not reachable--his ******** page indicates he's in an exotic location on a vacation with his family.  Mr. *************************** has NOT said a word about anything.  When you call him number now--someone else answers--usually ***** (I think that's the name) and says he cannot speak on the phone.  WOW really a very awful company and they know it and do not like when someone stands up to them.
  
  Sincerely,
  
  ***********************

  

  Business response

  05/05/2023

  In response to complaint ********* the client has stated additional incorrect information. I will break down each complaint and follow with the proper information ALONG WITH PROOF IN ATTACHMENT starting with the first complaint of:
  Client Stated (Line 1-2) They have all the information they need to replace or repair all the items packers did not pack appropriately.
  *********************** ,the client, is referring to her damaged items which will be handled through her claim. At this time we still HAVE NOT received all the required information we have repeatedly requested from the client in order to move forward with her claim PAGE ****. Please use PAGE 13  which is our latest email to the client still requesting confirmation on a final claim list of items.
  

  Client Stated (Line 2) There claim that they have an inventory is also not accurate..
  At the end of the 2nd pick up day, our Onsite Manager **** stepped out to confirm with the office that all additional services are waived, once he returned, the door was locked and ***** ended the move. She did not allow us to retrieve some of the pages of the primary inventory forms. Since we do have the actual items numbered and know the starting and ending point we are always able to use an Inventory Control Form (PAGE 1)which matches the quantity of items delivered. This document is meant to be used in the event a primary inventory document is lost or damaged for any reason. We have attempted to retrieve our primary inventory form via email and come back but the client refused and did not respond even though confirming via telephone she received the email on 02/28/23 PAGE 3.
  We have a completed Inventory control form at loading out of the warehouse and the client completed the same form again at delivery which shows all items delivered and signed by ***********************. In addition she has signed acknowledging receipt of all her items on 2 SEPARATE DOCUMENTS. ***** signed the Inventory control form as well as the Bill of Lading noting her items were delivered in good condition. PAGE 1 & 2
  

  Client Stated (Line 3- 8) Damages/There has been no communication with the manager..
  Our Operations Manager has been in constant direct communication to the client responding to all emails. To date we have over 10+ email correspondence between our office and ***********************. Our most recent emails sent to ***** on 4/20/23 PAGE 12 requested confirmation on a final items list for her claim (with no response) and 05/04/23 PAGE ************************************************************************************* order to move forward. PAGE 3-14
  

  Client Stated (Line 11) Been No attempt at resolution or any conversation on how to complete ridiculous directions by the manager
  We are unable to resolve the clients claim while we are pending information. Once we have received all the required information which is simply a photo of the damaged item & web link/receipt for all items then we can review and issue a settlement offer based on the client's selected coverage.  PAGE 12 & PAGE 13
  

  Client Stated (Line 11) Owner is not reachable
  We have dedicated personnel within departments and management teams who operate the company as most to all established businesses have in place. 
  

  Client Stated (Line *****) Mr. *************************** has not said a word about anything
  ***************************** is a sales rep. **** at our company he is not allowed to go over any claim information, resolve customer complaints, or any other action aside from providing the relocation details and charges. We have explained this to *********************** many times. **** does not have the authority or even proper information to resolve her concerns or complaints as it involves the operation department. 
  

  All Roads Express have met and performed all the services we were hired to do, such as on time pick up dates, shipping additional items at no cost,delivery within requested date by ***** as oppose to 14 business days & finally attempting to accelerate/resolve ****** claim but unable to do so due to the poor communication. 

  
  

  Customer response

  05/07/2023

  The following items were missing or broken from the delivery of my items by All Roads Express.  The company delivered boxes that they checked off but did not unpack anything--boxes dropped off the employees left.

  4 legs to a table, all of my silverware and serving silverware, 8 small boxes marked Spode, bicycle was not secured and the repairs to it have totaled $150.00, several broken dishes, Shark vacuum cleaner left at old address, 5 by 8 rug left at old address, 4 by 6 rug left at old address, Christmas family heirloom broken--was glass and cannot be repaired, 3 of the 5 wall clocks will not work as they were not packed corrected and not protected from heavy objects put on top of them, the printer was not protected correctly and a new one cost me $359.00.   

  a stereo was ruined, 2 glass shelves from the entertainment unit are missing, a ****** lawn statute was not wrapped and was broken. 3 ceramic vases for the yard are also missing

  Pictures of all of these items in their "destroyed" condition were forwarded to All Roads Express and lots of excuses made about why my pictures are not acceptable ones.  The senior sales representative Mr. ***************************** offered to store the items for 30 days free and indicated they do this all the time for clients.  Prior responses indicate that I was the cause of the delay by waiting within the 30 day time frame--I was not the cause and the broken and missing items are still broken and still missing.

  All Roads Express did not visit my home to make sure the inventory they developed contained all items.  The packers worked only 4 hours one day and six hours on another day for a FULL 2 DAY PACK--which I paid for but did not receive.  The main packer was difficult to deal with and left all the paperwork (originals) in a pile with me because he was mad--which also caused them to not take all items.  The main packer also refused to speak on the phone to ************************ who was supposedly available to help when trouble about packing came up.  The packer indicated that he did not work for All Roads Express and was not speaking with any one and did not even know who ************************ was.  Did ************************ hired movers from another company or "off the street"  for my job.  Unpacking boxes takes time and I alerted and sent a picture each time a broken item was discovered.  I have a TABLE TOP WITHOUT LEGS.

  All Roads Express did not deliver my items in good condition.  Paperwork had to be signed prior to anything--I also wrote that I disagreed with what had happened.  Again they checked off boxes on their inventory--not the items packed incorrectly and damaged.  Some companies take advantage of people moving once they have an agreement--All Roads Express is one of those companies.  Hopefully the Attorney General's task force on ************** will investigate them and take all necessary measures to stop their mistreatment of customers.  Just a bad company and a very bad experience and lots of trouble for me.

  Complaint: 19881026
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

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