ComplaintsforAmerica's Movers, Inc.

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction date: July 1 Drivers came to move us from *****, ** July 28, 2024 Amount paid: $2,000 The business was to provide a move from ***** ** to ***********, **. They delivered my items to the home August 16, 2024. I noticed about a week later that I was missing a wardrobe box (tall) that was provided by the drivers and another box with my sons ****** ***** ride on. Inside the wardrobe box was my mom's medication, clothes, Harley ******** luggage bag, Bath and body works unopened spray, lotion, and candles. We are missing a lot of items from that specific box. My moms medication is the most important item! We also noticed that stuff is missing from the inside of the totes we do have. They also broke one 58 inch tv in transit. They company only said they would pay .60 per pound for the TV, but nothing for the missing items due to the items not being listed on their list. However, it wasnt explained throughly about the move. I just thought they needed an estimate of items for the truck purposes. I also told the representative that I had 3 TVs but that wasnt included on the list. They only willing to give me $240 for the TV and missing box. I did not accept. I was told they did have a special going on and my move would be $2,000. I was told the sell would be over soon so I felt pressured to take the offer. I did not know they would misplace, stole, or give my items away to another customer.

  

  Business response

  10/04/2024

  Thank you for sharing your feedback about your experience with America's Movers **** We sincerely regret that your move did not meet your expectations, and we appreciate the opportunity to address your concerns.
  
  After thoroughly reviewing your file, we would like to clarify several points regarding your move. Attached, you will find a screenshot documenting the follow-ups and confirmations exchanged between our **************** team and ******** ******. We ensured that all necessary information, including the Bill of Lading and an electronic estimate detailing our terms and agreements, was provided well in advance of your service date.
  
  On July 8, 2024, at 10:03 AM, you reached out to our office for a free moving estimate for your move from ************, **, to ************, **. During this call, ******** conducted a room-by-room inventory with our moving coordinator. Based on the items you provided, you received a binding quote of $2,000 for ********************************* the estimate.
  
  Additionally, we offered third-party insurance options prior to your move, and our comprehensive contract outlines all service details. ******** signed the estimate on July 26, 2024, at 6:10 PM, after reviewing our terms and conditions.
  
  On the day of your pickup, July 28, 2024, the driver conducted a piece count based on the inventory list provided. During this process, he communicated with ******** regarding additional items that were not included in the original inventory. Its important to note that our contract is designed to be clear and comprehensive, and ******** signed it without raising any additional questions at that time. She was also aware of the extra items being added to the truck without prior payment.
  
  We believe we have taken all necessary steps to ensure a smooth moving experience for you. In recognition of the issues you faced, we are prepared to refund $240 for the damage to your TV and the missing box.
  
  If you would like to discuss this matter further, please dont hesitate to reach out to us at ************. We value your feedback and wish you a wonderful day!

  Customer response

  10/04/2024

   
  Complaint: 22375621
  
  I am rejecting this response because: First, I was not made aware that they wouldnt be able to accept other items until the movers arrived. I was willing to pay more for my items as I was moving a whole house from ************, ** to ***********, **.
  Secondly, the movers decided they would take more stuff for me which I appreciate. They labeled the boxes and totes. The movers, dispatch and the warehouse knew what items were taken. How did I not receive everything that was taken.

  $240 is an insult to me because they lost, stolen, or given my boxes away. My TV was also broken during transit. I paid over $300 for it. My items in the boxes are more than $240. I am a paid customer and yet no one is helping! I trusted my belongings with this company and they again lost my stuff. I am due more than $240. My moms medication was also lost, my sons box with his ride on, and items seem to be missing in my totes. I am not satisfied with this! 
  
  Sincerely,
  
  ******** ******

  

  Business response

  10/04/2024

   

  We regret any dissatisfaction with the offered amount, but we remain firm in our offered  of $240. If you want to further discuss this matter, you can contact us at ************. Have a blessed day

  Customer response

  10/04/2024

   
  Complaint: 22375621
  
  I am rejecting this response because: I deserve a reasonable amount. I need to be treated with more respect than some $240 for a broken TV and boxes thats missing. When it was taken on the truck and into the warehouse. I am not satisfied with the amount. I am not receiving anything for my missing items that were LOST, STOLEN, or GIVEN AWAY TO ANOTHER CUSTOMER! 
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  08/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Sales provided detailed inventory with dimensions by spreadsheet and required delivery date, July 5. Company required pickup June 20 to make delivery July 5 or earlier. Loading company after loaded insisted for an additional $2700 plus $400 in tape/cardboard to wrap my furniture with free blankets. Delivery was not made until July 27 and required additional $200 in fees to unloading company (*******, rudest people ever met) plus $1000 in rental furniture temporarily. American Movers sales and dispatch never helped with anything after pickup. All boxes marked Fragile were crushed with broken items. I see a contract provision for a ************************** for delivery that was not completed although American Movers verbally guaranteed the delivery day as July 5 or earlier.

  

  Business response

  08/07/2024

  Thank you for your feedback regarding your recent move and providing clear and specific feedback about your experience with America's Movers. We apologize for the issues that occurred during your move and that you didn't have a better experience with our crew. The details that you outlined in your review do not reflect our company expectations and standards. But what I would like to do after reviewing your file is correct a couple of the statements you stated about our company and your move.
  
  
  On May 22, 2024, *********************** contacted our office to request a free moving estimate for his relocation from *******************, **,to *******, **. At that time, we clearly communicated that we would not be managing the actual move ourselves, and that a different company would be responsible for transporting his belongings. We ensured that he understood this from the outset.
  
  We also emphasized that the delivery schedule starts from the day he is ready to accept his shipment, not from the pickup date, with an estimated delivery time of 1-21 business days for coast-to-coast moves. Attached you will find a screenshot of follow-*** & confirmations between moving coordinator & ***********************. We also sent an electronic estimate with our terms and agreements explaining our services in advance. We provide all customers a third-party insurance if needed prior to the move as well in advance. Our contract explains in writing all details for the service being provided. 
   
  Furthermore, on May 31, 2024, at 3:44 PM, our moving coordinator sent ****** an email reiterating that we would not be conducting the move due to the distance involved. Our comprehensive contract,which includes all service details, was reviewed and electronically signed by ****** on June 3, 2024, at 12:04 PM. They Delivered ******
  
  We understand that *********************** is dissatisfied with the services provided by the other moving company. However, we believe we were transparent about our terms and conditions and the fact that we would not be handling the move directly. If you want to further discuss this matter, you can contact us at ************. Have a blessed day!

  Customer response

  08/08/2024

   
  Complaint: 22088247
  
  I am rejecting this response because:

  1) Cost estimate was nearly off by 100% when a detailed spreadsheet of dimensions was provided.  American Movers never addressed this in their response.  

  2) Signed estimate with downpayment stated "meet the truck July 5" which was 16 days after pickup.  Delivery was 22 days late on July 27, a total of 38 days after pickup.  

  The promised dispatcher to help with the process never helped or returned calls.  
  
  Sincerely,
  
  ***********************

  

  Business response

  08/13/2024

  After conducting a detailed room-by-room inventory with our moving coordinator *********************** was provided with an estimate specified that the flat rate was binding based on the provided inventory that he and the moving coordinator discussed. We clearly communicated that we would not be managing the actual move ourselves, and that a different company would be responsible for transporting his belongings. We ensured that he understood this from the outset. On the contract we also emphasized that the delivery schedule starts from the day he is ready to accept his shipment which was on July 5th, not from the pickup date June 20th, with an estimated delivery time of 1-21 business days for coast-to-coast moves. Attached you will find a screenshot of follow-*** & confirmations between moving coordinator &***********************. We have addressed any questions *********************** had regarding America's Movers, but please understand that we do not have control over the other company's communication practices.
  
  
  We believe we were transparent about our terms and conditions and the fact that we would not be handling the move directly. If you want to further discuss this matter, you can contact us at ************. Have a blessed day!

  Customer response

  08/14/2024

   
  Complaint: 22088247
  
  I am rejecting this response because:
  

  Thank you for the Blessing.  You could certainly use some too with all those lies and negligence.  

  Printed on the quote was delivery July 5.  And your estimate clearly did not consider the payment was based not on my volume but how the movers felt like packing it.  

  At a minimum you could have answered calls instead of ignoring a customer.  At minimum you could have reached out to help coordinate all the damages.  At minimum you could accept mistakes and apologize.  

   

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

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My move took place on 7/12/2024 from *********, ** to ****************, ** (approximately 11 miles). I was originally quoted $1,100 for a 4 hour move that included a $125 discount. I was told that the cost of my move was an hourly rate of $195 per hour. The quote also included $195 for travel, $100 for fuel, and $ 150 for 2 flights of stairs. I made a $200 deposit and the remaining balance was $900. The move actually took 6 hours which added $390 to the quote. One of the movers knocked over my computer that caused damage and now it does not operate properly. I was offered $6.00 compensation for this. The manager, ****, said he would not pay for a repair. The movers left a hole in the wall of master bedroom, did not put my entertainment center together securely, and did not attach my sectional sofa properly. At the end of move I paid $1,420 in addition to my $200 deposit. If this company charges an hourly rate then the total of my move should have been $1,490 including $125 discount, travel and fuel costs, and stair charge. They refuse to refund the difference and will not pay for a computer repair.

  

  Business response

  08/13/2024

  On August 5, 2024, at 4:11pm, ******** spoke with our claims department to discuss her concerns. During the conversation, she requested a refund of $135 and expressed her desire to have her computer repaired.
  
  The following day, August 6, 2024, our General Manager, ****, processed a Zelle transfer to refund her the requested amount, confirmation #**********. **** also left a voicemail for ********, but we have yet to receive a response from her. For your reference, a screenshot of the Zelle transaction to ******** on 08/06/2024 is attached.
  
  We are committed to resolving this issue and are willing to repair her computer; however, ******** has stated that she is unwilling to hand over her computer for repairs or travel a distance, we are actively seeking a nearby location that can assist her. We want to assure her that we are making every effort to address her concerns and find a satisfactory resolution.

  Customer response

  08/19/2024

   
  Complaint: 22081698
  
  I am rejecting this response because:  I do not trust that my computer will be adequately repaired.  I do not trust this company, and, based on the response from their manager, **** (I do not have a last name) who offered me $6 to repair my computer, it is obvious they do not care about their customers.  Also, being without my computer will disrupt my ability to work.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with this company to pick up my entire household of goods/furniture in Land * Lakes ** and move it to ******** SC, including approx 2 weeks of storage. I was given a Binding Quote of $6192 and a pick up date of 5/31 or 6/1. I was assured that my things were being placed into their climate controlled warehouse, in a locked separate area so nothing could be confused with other items. I was even sent a picture of how that is done. My $6192 quote was based on their inventory of 2100 Cubic Feet. I was assured that if my amount of CF went down, the price would be adjusted accordingly when the movers arrived. We did in fact lower the volume of our belongings by over 400 CF (based on their inventory), so we expected an adjustment down to approx 1700 CF. *n the day of pack up, the ******* didn't get 1/3 of the way through my home and started to tell us that there was no way this was fitting in a 2400 cubic foot truck? He kept repeating "we need another truck, two day job"..etc He called his manager, ****, who told him to raise my quote by an add'l 1400 cubic feet, making for a total of 3500 cubic feet and virtually doubling my charges. I spoke directly to **** who told me that 2 trucks were required, as my furniture was "large" and that 2 trucks and these same 2 movers would arrive at my home in **. This is clearly written on my contract. My husband watched them pack the truck and it went from 1/3 full to "FULL and we have to leave" in less than an hour!! 2 men did not fill a 2400 CF truck in 5 hours. We knew they were lying but there was nothing we could do. The ******* even told us our items were going to a local storage unit that is N*T climate controlled. They came back the next day and took the remaining furniture and boxes in the second truck. They showed up 2 weeks later in SC, 2 different men and *NE truck, it now miraculously all fit in *NE!! This does not include the missing items and thousands of dollars in damage.

  

  Business response

  07/21/2024

  Thank you for sharing your feedback on your experience with America's Movers **** We understand that your experience did not meet your expectations, and we apologize for any inconvenience caused. Upon reviewing your file, we would like to address the concerns you raised regarding your move.

  
  We provided **** and ************************** with a binding estimate for 2103 cubic feet on May 6, 2024. While bulky items were not initially discussed during the inventory process with the moving coordinator, our documentation clearly states that additional charges may apply for bulky items. The scheduled delivery date was June 18th, as per the storage contract, which specifies a delivery window of 1-10 business days once the first available delivery date is requested. Despite the customer requesting June 18th, the move was completed in two days, taking place on June 20th. Our detailed contract outlines all service details, and **** and ************************** signed the estimate on 05/30/2024 after reviewing our terms and conditions. On 06/01/2024, the driver conducted a piece count based on the provided list and identified bulky items that required an adjustment to the final bill. The driver informed **** and **** **. ******* about these items before loading, and there was no mention of an increase in the quoted price by ****. We apologize for the miscommunication regarding the size of the first moving truck, which unfortunately did not meet your requirements. As a result, that crew is no longer affiliated with Americas Movers. To address your needs, we dispatched a new crew with a larger truck to complete your move. If you have any concerns about missing items or damages, please dont hesitate to contact us at ************************************. 

  We believe that we have taken all necessary steps to ensure a smooth move for you and do intend to refund $200 for the miscommunication with the truck. If you would like to discuss this matter further, please do not hesitate to contact us at ************. We appreciate your feedback and wish you a wonderful day!

  Customer response

  08/06/2024

   
  Complaint: 21934040
  
  I am rejecting this response because:  The explanation provided is untrue. I have the signed paperwork/binder stating my costs, my inventory/piece count, etc.  An additional $5000 was added to that binder upon arrival before they even finished viewing my items, before they would pack one thing.  We had MANY less pieces, therefore less cubic feet, than the original binder, yet they still insisted we needed an additional truck, as the 2400 cubic foot (Clearly labeled capacity on the wall of the truck) that arrived at our home was not large enough??  Before even putting 1 piece in they knew it was too small?  ******** in my home stated this is the largest truck the company has, and we need another day and another truck to pack you up.  I had no choice but to pay the additional charges and **** was who I spoke to directly and he told me I had to pay the amount and he PROMISED 2 trucks and 4 men would be arriving at my home in ************** to unpack both trucks.  I wrote that on the contract and his staff signed it.  **** had a copy of this contract and signatures, as he gave it to the second crew that came to SC.   On June 20th, the same size 2400 cubic foot truck (CLEARLY LABELED WITH ITS CAPACITY) arrived and his staff stated this all fit in 1 truck.  That they knew nothing of a second truck, they went to the storage unit and it all fit in this 2400 cubic foot truck.   They would not unpack anything until I paid my balance.  I asked them to call their manager, ****, and explain to me why I should pay anything until I am sure all of my items are here.  **** then proceeded to tell me "the original crew robbed him and stole all the money I gave them on packing day".  Unfortunate, but not my concern.  That "he never said I needed a second truck" (it was, in fact, **** that told me this was required and promised the second truck would be in SC as well).  Where is the second truck you said I needed with the rest of my belongings?  How can i be sure that all is here when you demanded I needed more than 2400 cubic feet?  Once they began to unpack, several of my pieces are missing.  He states nothing about this in his explanation. Maybe they are in another storage unit, from the SECOND TRUCK??   I have a list of missing items, damaged items, AND I have receipts for all of this.  I have the original binder, the inventory list, the notes about a second truck, pictures of the single truck and the damages his men did to my items and my brand new home.  I am expecting much more than a $200 consolation payment for a misunderstanding.  This is no misunderstanding, this is theft and deceit.  

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

  Customer response

  08/08/2024

  So the Business can respond with lies and deceit and the matter is considered closed?  They gave a link in their initial response to reach out to them for claims on our missing and damaged items, and even that link/address is FAKE.

  So now they are unreachable, and the BBB considers their answer, although completely false, as Complete.   I can provide documentation to prove what I am saying is correct and I am not even asked for that before stating this is closed?

   

   

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  America's Home Movers promised me pickup and delivery dates several times over the phone weeks leading up to my move. I asked several times if there would be any issues with the requested times and they adamately said no several times.Guys packed my stuff, doubled the bill based on a "bad estimate" I provided. Last time I checked it's on the company to do a virtual or in person estimate. Law broken.Guys left with my stuff, said see you in **, and dispatch will call with an updated delivery time. Dispatch never calls. I have to call **** twice. He's was a total jerk at every interaction. Told me the truck was not arriving on the agreed upon date, but the following day, leaving my wife, dog, cat, and baby stranded on the road without a plan.Best part: I called the day before the move and spoke with ****. He said "Oh yea no problem papi we can have it to you same day / overnight!". To which I replied "Oh, no need, we understand the guys need an overnight, take your time, 9AM following day was fine. Then we find out it's not the next day, but the FOLLOWING.Bottom line is that **** was ****, the ***************** is a convicted felon, and ***** is nothing but lip service. Be warned.Besides the missed delivery promise, the driver was eager to inform me upon arriving 36 hours late that they would not be unloading my goods in the rooms we labeled because they don't have the time. Hospitality 101 When they went to leave, I was rushed to sign more paperwork singing off my good werent damaged. They were.I paid for standard insurance, and TV packing + packing materials to insure my TV's. I opened the 70'' box and they threw other items in with the screen. When I plugged it in, it was broken.**** lied and said I refused "inspection". And the mover informed me that since "it wasn't on when we packed it we can't confirm it was working before or not so you're out of luck". Ok a**** I paid to have a broken TV packed, insured and shipped. Makes sense.AVOID AT ALL COSTS

  

  Business response

  04/22/2024

  Date Sent: 4/10/2024 3:02:55 PM
  

  Thank you for sharing your feedback on your experience with America's Movers **** We regret that your experience did not meet your expectations. After reviewing your file, we wish to address the concerns you raised about your move. We issued a binding estimate to ********************* based on 682 cubic feet and, accompanied by a comprehensive itemized list of 59 pieces, categorized room by room. Attached, you will find a screenshot documenting the follow-*** and confirmations exchanged between **************** and *********************. Furthermore, we ensured all necessary information, including a Bill of Lading, was provided well in advance of the service date, along with an electronic estimate outlining our terms and agreements.

  Additionally, we offered third-party insurance options ahead of the move. Our comprehensive contract clearly outlines all service details, and ********************* signed the estimate on 02/26/2024 after reviewing our terms and conditions. On 03/05/2024, the driver conducted a piece count based on the provided list and discovered 111 additional pieces, necessitating an adjustment to the bill. The driver communicated with ********************* before loading, notifying him of the excess pieces. Despite this, the delivery was completed within 48 hours, complying with DOT regulations. DOT regulations state we cannot work longer than 14 hours in a day. We arrived at 9:59 am at ******** home in ************* on 3/5/24. It took 4.5 hours to load the items on the truck. So the drive to the delivery in ******, ** was split into a day and half. Dispatch spoke to ****** after the load and explained delivery would be in 48 hours.  All necessary paperwork was duly signed at both pickup and delivery, and as per our terms, furniture was disassembled. While we acknowledge ******** concern about his TVs, which were already on the floor upon our crew's arrival, he declined an inspection for potential damage upon delivery. ****** has also harassed our company by writing fake reviews under fake names on ****** and personally messaging the owner harassing and threatening him. We believe we made every effort to facilitate your move smoothly. Should you wish to discuss this further, please reach out to us at ************. Have a blessed day!

   

   

  Date Sent: 4/17/2024 1:45:52 PM
  ******, the binding estimates you signed offered two moving options, one of which includes basic coverage at $0.60 per pound per article, which is the option you selected. However, please note that our liability is capped at a specific amount per pound, not based on the total item cost. Additionally, the bill of lading clearly states that we are not responsible for damages to walls, floors, ceilings, landscaping, etc. Regarding your broken  TVs, which were already on the floor upon our crew's arrival, you declined an inspection for potential damage upon delivery and any other damages, our claims department reached out to you via email on March 7 at 4:20pm to explain the claims process, but we are yet to receive a response from you. Should you wish to discuss this further, please reach out to us at ************. Have a blessed day!
  

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired ********* Movers to move some of my belongings from *******, ** to ************** ******** on November 9, 2023. I selected this company because of their BBB rating and because I was assured that my items would be the only items on the truck (see screenshots). Prior to signing the contract, I expressed concern that the quote was based on cubic footage and not weight as the cubic footage could change based on how the truck is packed. I was assured that the truck would be tightly packed and not to worry about a large surprise overage. In the days leading up to the move I reached out to my assigned dispatch person with questions regarding insurance for the move via voice mail and email and my communications were not returned. When the moving truck arrived, there were items belonging to a separate customer on the truck including a large glass table that my items were packed around. I expressed concern that there should not have been anything on the truck other than my items and was told there was nothing they could do. My husband was starting a new job in ** and needed to be settled in the apartment prior to his new job and against my better judgment I allowed the move to proceed. In the process of moving, the movers damaged my driveway with the loading ramp, gouged everyone of my stairs with the moving dolly, and failed to tightly pack the moving truck so much so that I was charged an additional $1,000 for cubic footage overage. This overage did not account for the large glass table that my items were packed around or the large amount of overhead space that was left in the truck. The truck was so loosely packed that a chair punctured a box. After the move was completed, I realized that several of my boxes were missing and apparently shifted into the other persons belongings that should not have been on the truck. The company performed a bait and switch and is not deserving of their BBB rating.

  

  Business response

  12/01/2023

  Thank you for providing clear & specific feedback about your experience with ********* Movers **** Let us start off by saying we apologize that you didnt have a better experience with our company. The details that you outlined in your review do not reflect our company expectations & standards. But what we would like to do after reviewing your file is correct a couple of the statements you made about our company and your move. 
  

  We provided ************************************** with a binding estimate based off cubic ft. ************************************** provided the list of items on the article list room per room. We also send all information prior to the days of service including a Bill of lading, 3 days before the pickup for any additional items or updates. Attached you will find a screenshot of follow-*** & confirmations between **************** &**************************************. We also sent an electronic estimate with our terms and agreements explaining our services in advance. We provide all customers a third-party insurance if needed prior to the move as well in advance. Our contract explains in writing all details for the service being provided.  
  ************************************** signed for her estimate 10/27/2023, I reached out to confirm all information provided on 11/01/2023, Bill of Lading was signed 11/06/2023, Reached out to customer 11/08/2023 to confirmed pick up. On 11/10/2023 we confirmed items were in transit with an email confirmation as well, please see all documents attached provided with details of our service.  
  

  All our terms and conditions were sent to ************************************** to go over before signing. On 11/09/2023 the driver arrived at the location and did a piece count per article list provided per our customer. The driver confirmed this with ****** & customer service prior to loading and advised she is over the estimated pieces. All paperwork was signed and agreed upon at the pickup & delivery marked no damage signed by *************************************** Once items were loaded, she did exceed her cubic ft as advised, this was also confirmed with ******. Once the driver left,we received a call from ****************************** of certain items she changed her mind about taking, we re-directed the driver to return to the location. To Satisfy our customer, we let the driver take off the pieces she did not want to pay for that went over in space as a courtesy. We Delivered ***************************** on 11/09/2023 & received notification of damages on 11/22/2023, The Claims department received claim as of 11/28/2023. 
  We understand that you were not completely satisfied with our services. We feel we did our best to service your move. If you want to further discuss this matter, you can contact us at ************. Have a blessed day!

  Customer response

  12/04/2023

   
  Complaint: 20924145
  
  I am rejecting this response because:
  It does not address all the issues and does not accurately reflect the events that occurred: Including the written assurance that my items would be the only items on the truck, the loosely packed nature of the truck, the fact that I asked questions regarding the insurance prior to the move and those questions were never answered nor was my attempts to correspond acknowledge. I did not ask for the truck to return to my home dispatch made it turn around b/c I was challenging the overage cost. 
  
  Sincerely,
  
  **************************************

• Initial Complaint

  04/29/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hired Americas Movers to relocate from ** to ** on 4/22/23. Agreement contained disassembly and assembly, After the movers unloaded some items, they then stopped and told me 1. There was an unpaid balance (that I wasnt aware off and the lady I signed the contract with was not available) 2. The driver and the dispatcher stated I needed to pay or else given their strategy and lack of respect through it all I told them you cant hold my furnitures and boxes hostage. So reluctantly I offered to pay. Even though the manager initially suggested payment by card he then changed his mind and told me to pay the $4,545 in cash or cashiers check. Mind you that this is at 5pm on Saturday. I suggested ***********- By this time all respect and courtesy went out the window even to the point where my new neighbors were coming out to check on me as the driver kept yelling and cursing and when he was in the truck he yelled several times Im going to punch him. - as the unloading continued, the driver refused to listen to my directions to where to unload boxes and furniture in the different rooms. The helper was more then willing to do the job. However the driver kept telling him to 1. Not listen to me and 2. They just offloaded all into my garage in an urgently manner. Fragile marked boxes were just dumped in my garage. -Ive called the manager again on Monday and he confirmed he has 1. zero intentions to complete the job and 2. Zero intentions to refund me for the services his team did not render.Note: the main reason I hired these professional movers is because Im handicapped. Ive lost my lower right arm in an accident. Therefore, Im unable to pick up heavy boxes and shove heavy mattresses to the 2nd floor. Nevertheless, this driver had no issue walking away leaving the vast majority still packed and unassembled in my garage

  

  Business response

  05/12/2023

  Thank you for providing clear and specific feedback about your experience with Americas Movers. Let me start off by saying I apologize that you did not have a better experience with our company. The details that you outlined in your review do not reflect our company expectations and standards. But what I would like to do after reviewing your file is correct a couple of the statements you made about our company and your move.

  
  **** contacted our offices on 03/24/2023 to schedule his delivery out of storage. When he called, we set up the new delivery date for 04/22/2023 and we went over the balance due which was $4,454.00 and we went over the forms payment. When we originally picked up **** on 11/26/2022 he signed the bill of lading showing his balance due at delivery and the forms of payments. We have attached a copy of the bill of lading.
  We confirmed everything (the balance due $4,454.00 and forms of payments) with **** again on 04/20/2023.

  
  On the day of delivery, we received phone calls from the moving team that they were being threaten with racist slurs and **** was trying to be physical with them. We decided at that point we were unable to finish the move properly due to ***** actions towards the moving team. We tried our best to resolve this situation, but **** refused to calm down.  

  
  We feel we tried to resolve the situation and it wasnt possible to resolve it due to the hostility the moving team was under. 

• Initial Complaint

  03/29/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The moving company that we hired to transfer our belongings from ***** to ******* - AMERICAS MOVERS of Medley, ** - is currently refusing to accept payments or release our property simply because we did not accept to sign the Bill of Lading - that we never received a copy of - where its stated that we were satisfied" with the delivery and that nothing has been left behind inside the truck. However, most of our belongings were still inside their vehicle at the time when this request was made (at least 80% of the entire delivery) and everything was taken away after a 15 minutes window to sign - and we currently do not know where it is stored - just because we could not release the company from their responsibility before the actual completion of the job as per contract.It is important to specify, in this regard, that both my wife and I explained multiple times to delivery Operators, their Manager (****) and the companys Secretary (****), in person with the operators and via phone with the others, that we had no problem whatsoever to pay the FULL AMOUNT of the delivery at any given time, even if the delivery was not completed yet, while we would have signed the bill of lading for a 2nd an last time only after the actual completion of their service. Meaning that the payment was never an issue but the signature on a document that would have in fact released the company - by the specific wording used in its final statement - from any responsibility connected to the completion of their service.Please be also advised that, due to the refusal of Americas Movers to deliver basic items necessary to our daily life (like beds, mattresses, tables, clothes and other important items), my family - among which I have a 90 year old disabled mother, an 11 months old daughter and a 10 year old son - is currently moving from hotel to hotel in ******* waiting for this ordeal to be over.

  

  Business response

  04/10/2023

  Thank you for providing clear and specific feedback about your experience with Americas Movers. Let me start off by saying I apologize that you did not have a better experience with our company. We have come to agreement with our customer and we have delivered all items. Again we're very sorry for any inconveniences we may have caused you. If you have any questions please contact us at ************. 

• Initial Complaint

  12/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  * Moving estimate: $******** / Final price: $******** = $******** / 30% higher than quoted * 46 delivered items - 18 damaged = 40% of personal items damaged (bedroom, living room & office furniture. * Apartment Complex Damages - $*** (door trim & walls) * Claim personal property damages - $****** / America's Mover's claim check offer - $******

  

  Business response

  12/24/2021

  Thank you for your feedback regarding your recent move and providing a clear and specific feedback about your experience with America's Movers. We apologize for the issues that occurred during your move and that you didn't have a better experience with our crew. The details that you outlined in your review do not reflect our company expectations and standards. But I would like to do after reviewing your file is correct a couple of the statements you stated about our company and your move.
  Val Torres contacted our offices on 08/09/2021 for a free estimate for his move from Tampa, FL to Fredericksburg, VA. After going over a room-by-room inventory of his items that needed to be move. Val also requested that he have a guaranteed pick update and that he couldn't take delivery till 08/27/2021. Byron explained that we are a direct delivery company but were able to accommodate his request. During the booking process, Byron his moving coordinator we over the estimate and explained to Val the different insurance options he had. Attached is an electronic signature by Val Torres agreeing to the terms and conditions on 08/10/2021.
  At the pickup in Tampa, FL on 08/19/2021, the foreman went back over the same estimate Val electronically signed. He also provided Val with a packing material list, and a waiver form (for items America's Movers was not liable for damages in transit). (attached) The foreman at the pickup informed Val and our offices that his items were older and already had prior damage. The estimate was adjusted due to more items on the list and some items were professional packed. We have attached the packing material list with a break down and the bill of lading.
  At the delivery in Fredericksburg, VA on 08/30/2021 the foreman contacted the office and stated Val was claim all his items had been damaged. The foreman explained to Val, that his boxes packed by owner were completely overweight for the size of box he had packed. The foreman also explained some of the items were bulky and were difficult to fit through the new home doorway. The foreman that if he moved some of the items into the new home doorway there was a possibility of the items and doorway getting damaged.
  Val contact ed our offices after his move with is his complaints, claims of damage and threats. We have reviewed and processed his claim. After reviewing his claim and pictures of his damaged items, we feel the claim check for $****** is sufficient. We also agree to pay the repairs that have been done to your doorway.
  We understand that you were not completely satisfied with our services. We also appreciate your continued patience and understanding as we have worked with you to rectify this situation. We hope that you are satisfied with the steps that we have taken to address your concerns, as we have done our best to be as thorough as possible. You can contact customer service at ************** to further discuss this matter. We feel that we did our best to service your move and resolve this issue. Thank you and have a great day.
  
  See Attachment/File: Val Torres E-signed estimate

  

  Business response

  01/11/2022

  ****
  
  The estimate you electronically signed and agreed to stated your move was based off of cubic feet. At the pick up you had more items then listed on the estimate and also took up more space (cubic feet) on the truck. You also requested and needed additional packing services. We attached a copy of your bill of lading with the breakdown.
  
  In our previous response we attached your bill of lading which shows you signed off on $0.60 per pound per article moved. During the booking process you were informed of 3rd party insurance, which is listed on your estimate or $0.60 per pound per article moved.
  
  We stated we would pay the $****** repair bills for the supposed damaged to your apartment.
  
  Your estimate and bill of lading states you did not have full coverage insurance. You elected for $0.60 per pound per article.
  
  If the movers did not have mask we're sorry. We never received a call from you about this during the pick up or delivery.
  
  If the movers used your bathroom and did not clean up after themselves again we're sorry. We never received a call from you about this during the pick up or delivery.
  
  If any items were broke and needed to be disposed of then we would have to charge a dump fee.
  
  Your estimate states: TIPS: You are never required to leave a tip with a professional mover, but it is always appreciated. If you felt like they were attentive, helpful, and careful, a tip is a nice way to thank the movers for a job well done. The average tip is around 10%-20% of the final bill for the moving professional crew.
  
  You are not required to give a tip.
  
  Your claim offer is for $******* We will contact the apartment complex and pay the $******.
  
  We feel we have done our best to resolve this issue. We stand by the service we have provided.

  Customer response

  01/17/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The offered resolution by America's Movers, a settlement of $****** for $****** personal property damages, is not acceptable. The settlement offer of $****** is 3.25% of the conservative estimated value of $****** for the damaged personal items. This amount/percentage does not factor in the damage inflicted on the apartment property by America's Movers.
  
  To repeat, I understand the Better Business Bureau is not an enforcement agency. Therefore, I request advisement for suggested State or Federal Government agencies that may assist further with this matter, e.g., Consumer Protection, Department of Transportation, and or Attorney General's Office. Possibly, the IRS to review their books, as America's Movers demands cash payment after $****, or they will not release your items. Citing proper accounting practices, I refused to pay cash several times before America's Movers agreed to allow the use of a credit card. Dated on August 24, 2021 email correspondence, the latter is in writing and submitted for validation purposes.
  
  
  The facts remain:
  
  1) Moving estimate: $******** / Final price: $******** = $1******* / 30% higher than quoted
  
  2) 46 delivered items - 18 damaged = 40% of personal items damaged (bedroom, living room & office furniture)
  
  3) Apartment Complex Damages - $*** *door trim & walls)
  
  4) Claim personal property damages - $****** / America's Mover's claim check offer - $******
  
  5) No Personal protective equipment worn by movers, e.g., masks, gloves, or towels to dry the sweat getting all over my personal items.
  
  6) Used bathroom and splattered urine on the floor and toilet - and did not clean it.
  
  7) America's Movers were going to charge me to take the broken items and place them in their truck. I ended up disposing of the damaged property myself.
  
  8) At both the pickup and drop-off points, after all the issues/damages, America's Movers personnel requested at least a 10% tip on the total amount of the move, i.e., minimum $*******
  
  Thank you for your time & assistance.
  
  Kind regards,
  *** ******
  

*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. ↩