ComplaintsforMoving Apt Inc.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We utilized Moving Apt.com to move from ** to ***, we provided a *** the apt complex required, with a required ***** hour minimum notice for elevator reservations. We contacted our salesman who quoted us and assured that the movers would have the insurance requirement. We were also informed our move would be 3-14 days maximum at that time. We then had to wait additional days to identify a carrier that had these insurance requirements. We were informed that the *** would be returned one week prior to the deliver of our items to ***, giving ample time to book the elevator. The items were picked up 6/7, and on 6/10 at around 9AM we were notified that our shipment was ******************************* ***. Also our apt complex returned the ***, informing us the carrier did not meet minimal insurance standards so the truck was not allowed to offload the items and we were forced to abandon plans. For the next 3 weeks we communicated back and forth with Moving Apt, who ensured us that "they were working on the insurance". After almost 21 days of waiting, I contacted the carrier (DSY) in a phone call saying they could not meet the insurance requirement as it would cost them $10,000 to acquire that insurance requirement which was not feasible for them. It was agreed upon since they could not enter the building that I would have to offload the items personally, with my own family. When they opened the truck the majority of items were destroyed. We moved in all of our destroyed items with no assistance of the movers as they were not allowed in the apt complex. We now have no kitchen table, our shelving has half the legs broken off, our end tables are damaged, around 25% of our kitchen items are shattered, and our couch had its legs broken off and stained, our mattress was punctured with countless other items being damaged and having to throw out. We were given a "third party" mediator who offered $91 in return with no explanations, itemizations and refusal to speak with me.

  Business response

  08/23/2024

  Moving APT has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.
  
  Please note that Moving APT was the customer`s booking agent. The customer`s ********************** company was DSY Moving, whom the customer`s ********************** contract was with. The company the customer has advised they were communicating with for 3 weeks assisting them through their move was Moving Services, not Moving APT. Likewise, the company processing the customer's claim is ********************** Claims, who is one of the most widely used Claims companies for interstate moves, not Moving APT. Unfortunately, we do not understand the reason for this complaint against us. Nonetheless, we are always here to assist and mediate between a customer and their carrier if needed.

  Moving APT is very sorry to hear that the customer was not happy with their services from DSY Moving and experienced damage in their move with DSY. We have reached out to Moving Claims, and they have confirmed that (1) the customer's claim was processed based on the coverage option selected by the customer for their move, Standard Liability Coverage; (2) the customer may request a breakdown as well as a re-evaluation of their claim from Moving Claims; and (3) if the customer is still not satisfied, they may request arbitration from DSY Moving.

  Should the customer need any further assistance with this or with anything else, they may reach our *************************** at **************, or they may reach out to *****************************************.

  Thank you,
  
  Moving APT

  Customer response

  08/27/2024

   
  Complaint: 22177942
  
  I am rejecting this response because:

  I appreciate the response from Moving Apt now that this has been brought to a public forum. I had attempted to contact our previous support personnel August 12th, with no response to this day ************************************************

  I also had submitted a request for discussion over the phone to Moving Claims, August 12th, with no response other than to fill the identical form out as previously marketed as a dispute letter, with no ability to identify their decision criteria to which I was disputing, rendering that avenue useless. We had submitted claims for over *****Ibs of damaged material at a $0.60 insurance rate which at minimum is $600.

  This in conjunction to ****** at Moving Services stating during the day of our move to *** and realizing the damaged had informed us that we would at the least get our carrier fee of $300 removed due to the difficulties of the move and the ability to speak with a manager, which contact we were never given. Moving Services ************************************************ which Moving Apt utilizes for communications after our original salesman, *****, ceased communications once a deposit was made to Moving Apt. Moving Apt cannot separate itself as individual entity when that is how they facilitate communications, or lack thereof, to its customers. 

  Additionally, ********************** was the service that was sent our certificate of insurance for validation and identification of carriers that fit our requirements. From this transaction, they have misrepresented carriers insurance status for moves. As we were assured our carrier would have our insurance requirement and they did not, the mover was never allowed to enter the destination apartment because they never attained the insurance requirements and the move had to be carried out by my family and myself, which was destroyed from having to put in a storage unit because of the insurance issue that Moving Apt had created by both identifying and ensuring the insurance status was adequate, which was the major issue with this move leading to the damage of our items, invalidating the purpose of the move itself. 

  The way we were treated during this process was not how anyone should ever be treated and it has been both frustrating and upsetting to us.  To have our items returned ******************************************************************************************************************************** that my items are cheap is not appropriate in any situation. 

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

  Business response

  08/28/2024

  Moving APT would again like to express that we are very sorry to hear that the customer was not happy with their services from DSY Moving or claim settlement. We are unfortunately not sure who the customer is referring to that claimed their items were "cheap," as Moving APT has never nor would ever state this. The ****** that the customer is referring to is not an employee of Moving APT. ******'s role with the customer was to correspond communications between the customer and DSY **********************. Any information provided to the customer by ****** was from DSY **********************. Additionally, Moving APT does not request or receive Certificates of Insurance. This was not with us.

  As previously advised, the customer may request a breakdown as well as a re-evaluation of their claim from Moving Claims, and if the customer is still not satisfied, they may request arbitration from DSY Moving. Should the customer need any further assistance with this or with anything else, they may reach our *************************** directly by phone or by text to **************, or they may reach out to *****************************************.
  
  Thank you,
  
  Moving APT

  Customer response

  08/31/2024

   
  Complaint: 22177942
  
  I am rejecting this response because:

  Thank you for your response. Unfortunately, this response does not address the misrepresentation of insurance status that was provided to us initially  by Apt Movers. This misrepresentation had led to the issues of damage of the majority of our items along with a three week wait for delivery of what items remained, to be offloaded by myself and my family without assistance of movers who stayed in the van during offload. *****, our salesman from Apt Movers, was sent the **** and was aware of the insurance requirement which we were assured was not an issue and that we would be provided a mover that met these insurance requirements. We specifically picked Apt Movers because they ensured us that this could be met, and we would be paired with a mover who met these requirements during the time of our quote. We even were told to wait additional days for pickup (3-4 days) to identify a mover that met the requirements after they had reviewed them. We were then provided a mover who we were AGAIN ensured held the insurance requirements necessary to deliver our items. It was not until our deposit was placed and items picked up when we noticed this was a misrepresentation as the apartment complex reviewed the files, they submitted that we realized that they did not in fact hold the insurance requirements necessary. This is when ***** with Apt Movers ceased contact with us and our only communication was through ******, who they now distance themselves from but are provided from Apt Movers as a sole contact.  

  Separately, as previously mentioned we have requested a breakdown of our psuedo-arbitration on August 12th and to discuss the criteria for not being reimbursed at the rate the items were insured at, for which we should be receiving well over $600 from the damage alone from the insurance. Which we have not received, and instead were offered $91 with no reply from August 12th regarding further discussion. To resubmit the same files without understanding how they are coming to the claim is not a discussion.

  Unfortunately, although you attempt to distance yourself the way you have been contacting us previously, ****** was the only mode of contact between Apt Movers, Us and DSY due to Apt Movers ensuring us they would be in contact throughout the process and not returning our messages after a deposit was placed. 

  Again, this process to collect my rightful return on my damaged property from misrepresentation of insurance status continues as Apt Movers.

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

• Initial Complaint

  08/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint against Moving APT and United Prime Van Lines regarding their gross negligence and unprofessional conduct during my move on July 8th, 2024. I hired these companies to manage my relocation from **********, *******, to *************, ********, expecting a high standard of service given the significant financial investment I made. Unfortunately, the service I received was far below acceptable standards, resulting in substantial financial loss and emotional distress.During the move, the movers mishandled my $3,000 mattress, dropping it and leaving it stained beyond repair. This mattress was a crucial investment in my health and well-being, and its damage is unacceptable. Furthermore, several boxes containing irreplaceable personal items were lost, including signed photographs from actors and valuable family dishes. These items hold immense sentimental value, and their loss has caused significant emotional distress.I believe the level of negligence displayed by these companies warrants serious attention. The carelessness with which my belongings were treated, particularly considering the high cost of the service, is inexcusable. I expected professionalism and care, but instead, I received a service marred by incompetence and disregard for my property.Given these circumstances, I am requesting the BBB's assistance in holding Moving APT and United Prime Van Lines accountable for their actions. I believe these companies should be thoroughly investigated, and appropriate actions should be taken to prevent other consumers from experiencing similar distress. I am also seeking compensation for the damages and losses incurred during this move.I trust the BBB will take this matter seriously and help ensure that these companies are held responsible for their actions.Thank you for your attention to this matter.

  Business response

  08/16/2024

  Moving APT has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.
  
  Please note that Moving APT was the customer`s booking agent. The customer`s ********************** company was United Prime Van Lines, whom the customer`s ********************** contract was with. That said, we are always here to assist and mediate for any customer who feels they have experienced any issue with their carrier.

  Moving APT was very sorry to hear that the customer experienced an issue in their move with United Prime Van Lines and immediately contacted United Prime Van Lines in order to assist the customer with this, as per the customer's contract, claims are filed through United Prime Van Lines. United Prime Van Lines confirmed that they would be happy to assist the customer with their claim, and we got back to the customer right away, providing the customer with the contact information for claims with United Prime Van Lines so the customer may submit their claim for compensation.

  United Prime Van Lines's claims are processed by the claims company MovingClaims.net. The customer may reach out to United Prime Van Lines at **************************** or to MovingClaims.net at **************************************** for any assistance they need with their claim. Likewise, we have advised the customer to please feel free to reach out to our *************************** at ************ or at ***************************************** should they experience any issue in reaching either party. Please do not hesitate to contact our *************************** as well with any further questions or to request any further information.

  Thank you,

  Moving APT

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a sewer leak entire home_homeowners insurance put us up in a hotel. House is ready to move back in. Moving company will not bring g out house items back, from their storage unit. We have been in this hotel from April first! We are desparate to get back home! Insurance will not pay balance d because APT Moving Co Id fraudulently jacking UP the balance $s to get our furniture clothes appliances, etc, so we ARE STUCK! No body is moving to help her us OUT!! Please please help!!!!!

  Business response

  06/21/2024

  Moving APT has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.
  
  Please note that Moving APT was the customer`s booking agent. The customer`s ********************** company is PVL ******* Systems, whom the customer`s ********************** contract is also with. That said, we are always here to assist customers and mediate between them and their carrier whenever needed.
  
  Please also note that Moving APT has been in contact with the customer daily. Upon receiving this complaint, we were unaware of the reason and reached out to PVL ******* in order to better understand the situation and better assist the customer. PVL ******* advised us that the customer had an unpaid balance with them, which was the reason that delivery had not been able to be completed. We have reached out to the customer, and they have confirmed that they are making this payment. Our ************************ will continue to follow up with both the customer and PVL ******* to ensure that delivery has been completed. Please feel free to contact our *************************** at ************ or at ***************************************** with any other questions.

  Thank you,

  Moving APT

• Initial Complaint

  05/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A pick-up was guaranteed for May 25 between noon and 3:00 pm at my son's school dormitory. I had explained to the customer service rep when I booked that this was the only window we were able to agree to since the school had a very short timeframe for students to move out. The customer service rep *************************** said they'd be able to accommodate us without any problems. We were then contacted by a dispatcher on May 24 to say that pick-up would be on May 26 (the day after we had agreed to). I asked ***** to cancel the reservation and request a full refund. He would only respond that he would "get in touch with the team." We were billed $840 for a deposit and we have not yet been refunded this money.

  Business response

  05/31/2024

  Moving APT has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.

  Please note that Moving APT is a booking agent, not a motor carrier. As such, we cannot and do not offer guaranteed time frames for pickup or delivery. This is simply not a service that we offer or are able to offer, as this may only be offered by a motor carrier. The customer booked a move date of 5/25, not a guaranteed time frame. Attached is a copy of the customer's signed Booking Agreement, showing the customer's move date of 5/25. As shown, there is nothing referencing a specific time frame. As the customer was advised upon booking, ******************'s ******************* calls all customers the day prior to their pickup to confirm their move for the following day. The customer's statement that they were called on 5/24 to confirm a pickup on 5/26 is false, as Dispatch would only be calling on 5/24 for moves being picked up on 5/25. Our ******************* did call the customer on 5/24 to confirm that their carrier would be arriving for their pickup the following morning of 5/25 (at no point was the customer advised 5/26), to which the customer replied that they did not want their pickup to be in the morning and that they wanted to cancel if it could not be exactly between 12 pm and 3 pm. Again, the customer neither had a guaranteed time frame on their agreement nor paid their carrier for a guaranteed time frame, and again, this was not something that could be guaranteed, as this is not how our services work. Therefore, the customer's move was cancelled as the customer requested.

  The customer's refund minus their cancellation fee as indicated on their attached Booking Agreement has already been processed, and the customer should see this reflected on their account within 3-5 business days. Please do not hesitate to contact our *************************** at ************ or at ***************************************** with any other questions.

  Thank you,

  Moving APT

  Customer response

  05/31/2024

   
  Complaint: 21762589
  
  I am rejecting this response because: ************************* DID in fact promise me a pick-up window between noon and 3:00 pm on May 25th.  This promise was made verbally and I accepted it as such.  

  The fact that the dispatcher called on 5/24 to say that a truck wouldn't be in the area until 5/26 is a fact -- this business is misrepresenting itself in multiple aspects of this matter and we will pursue legal action if we do not receive a full refund.

   

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

  Business response

  06/04/2024

  Good afternoon, again, there was nothing in the customer's agreement guaranteeing a specific time frame for the customer's move, as again, ****************** does not offer this service, as we are unable to guarantee time frames. Attached is another document acknowledged and signed by the customer during their ***************** call, which states as the second bullet point, "I understand my pickup window begins on the morning of the 1st day of my window and ends the night of the last day of my window." As indicated on the customer's agreement which was attached to our last response, the customer had a one-day window of 5/25/24, which was stated as "Pick-Up Window" on the customer's agreement. As confirmed by the customer on this document, the customer was advised and acknowledged that they understood that their pickup window began on the morning of 5/25/24 and ended on the evening of 5/25/24. Lastly, once again, the customer's move was not at any point scheduled for 5/26, but for the morning of 5/25. The customer's statement that they were advised that their pickup would be on 5/26 is false. If this were the case, the customer would have received a call from our ******************* on 5/25, not on 5/24 as the customer has admitted that they were called on. All calls from our ******************* on 5/24 would only be for moves on 5/25. The customer's statements do not coincide.

  Thank you,

  Moving APT

  Customer response

  06/06/2024

   
  Complaint: 21762589
  
  I am rejecting this response because:

  The company is misrepresenting the situation.  A dispatcher called us late afternoon on 5/24 to advise that the truck could not pick up our items until 5/26.  If the company's representative continues to lie about the situation, we will retain legal counsel.

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

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Moving APT does not let you know that they are a broker.Was told ***** would stand firm. It has changed 3 times since in transit.Unable to speak to the same people twice. So information received does not stay consistent. They charge the person moving a booking fee and the moving company 30% booking fee. So the person moving is way over paying for the service received. They do not stand by what they say and unwilling to be helpful. I have experienced a nightmare with this company.

  Business response

  05/15/2024

  Moving APT has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.
  
  Please note that Moving APT was the customer`s booking agent. This was explained to the customer not only during the booking process, but multiple times in the customer's Booking Agreement (attached), which the customer signed prior to booking their move reservation, acknowledging that they understood this (see attached).

  Secondly, as also explained in the customer's agreement, the customer's price was binding to the inventory list provided by the customer. That is to say, the initial quote provided to the customer was based on the items and number of items that the customer provided which they would need transported. The customer made changes to this list and added additional items to their inventory list on two separate occassions, which of course would result in the customer's estimated quote changing on those two separate occassions (not three as stated by the customer), as their price was binding to their items, and additional items were added.

  Unfortunately, we are unsure of what 30% the customer is referring to. This is unfortunately another inaccurate statement, as booking agents do not charge carriers. It is the other way around. Moving APT does not charge any carrier in our network anything for servicing a move. Sadly, we are also unsure of what the customer is referring to that we are "unwilling to be helpful" with? According to the customer's file, our ************************ has been in contact with the customer since their pickup and has been assisting them every step of the way. Their last follow up with the customer was this afternoon, advising the customer that their delivery was in transit and should be arriving in approximately 3-4 days. There is nothing reflected in the customer's file that they have needed assistance with that they have not been assisted with. If the customer is in need of any further assistance, they may reach our *************************** at ************ or at ****************************************** and we are always happy to be of assistance.

  Thank you,
  
  Moving APT

• Initial Complaint

  03/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We were moving out of state and had a scheduled pick-up date of Jan 18th & when we arranged this move we were advised that anything the drivers had to disassemble, that they would reassemble at the time of delivery! Family Moving( company Moving Apt hired to do the move showed up).Also we had a filled up an entire truck at the time of delivery and our belongings were to be delivered in the same truck. We packed up everything ourselves in boxes and taped it all up minus some items that were too big to box up. Drivers dissembled those items, wrapped them up & boxed them up themselves. Drivers asked us when we wanted delivery, we stated ****, and they said they would call 48 prior to delivery. It does NOT take 7 days to get to Georgia as my ************* have done the drive many *********** 14hrs at the most from **. Delivery was scheduled for Jan 24th, company called the day before for a 7am time, they didnt show up until 9:30 and only 2 drivers showed up! 6 came to do the pickup but only 2 showed up for the delivery & both did NOT speak English. So not only were there not enough delivery guys but we couldnt communicate with them. As I stated before, we filled up the entire truck at pickup, but they mustve unloaded the truck & reloaded it to another truck so when they arrived, they had to unload someone elses belonging into our garage to get our stuff out. They were unable to assemble any of the items that were dissembled at the time of pickup. For most of the delivery times, one of the drivers was on the phone in turn not helping his partner out. They were here until 5:30 pm!!! On top of that they forgot some of our items from the inventory list. Before they got done with delivery, the drivers mustve gotten into a disagreement or argument because their boss fired one of them on the spot and called the police to our place of residence! How embarrassing. Filed a ************* 3rd party company offered us $85, how ridiculous is that? We had many items broken!

  Business response

  03/15/2024

  Moving APT has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and appreciated.
  
  Please note that Moving APT was the customer`s booking agent. The customer`s goods were picked up and transported under the operating authority of the customer`s ********************** company, Family Moving, whom the customer`s ********************** contract was with. That said, we are always here to assist customers and mediate between them and their carrier whenever necessary.

  Upon review, the customer neither had an exclusive truck nor had a straight delivery included in their agreement. Upon booking, the customer chose not to pay the additional fee for an exclusive truck or straight delivery, therefore Family Moving would not have gone straight to delivery after pickup, as this was not a straight delivery move. Straight delivery moves are additional. On the contrary, based on the services that the customer booked, it was included and stated in the customer's agreement that Family ********************** had up to 14 Business Days beginning from the customer's First Available Delivery Date to complete delivery (which they completed in 4 business days), and it was also included and stated that Family Moving had the right to offload and reload to another truck for delivery.

  Moving APT was very sorry to hear that the customer experienced a damage in their move with Family Moving, and upon being notified of this, we immediately contacted the customer and offered to assist the customer with their claim through our own account with the *************** rather than the customer having to file through Family ********************** as it would normally be, since they advised that they were not happy with Family Moving. This was approved for the customer as a courtesy exception, and the customer was sent the Claims information to the ************** for them to be able to file through us. Additionally, we advised the customer to please let us know once the ************** finished processing their claim, and we would be happy to add a courtesy compensation to the customer's setltement amount for the customer's reassembly complaint, as an additional show of good faith from our part. Unfortunately, the customer has never gotten back to us after this. We are still happy to have the courtesy compensation from our part added to the customer's claim for them as we had previously offered. The customer may contact our *************************** at ************ or at ***************************************** for us to do so, and we would be happy to. Likewise, please feel free to contact our *************************** with any other questions.
  
  Thank you,
  
  Moving APT

• Initial Complaint

  11/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Pickup date was May 26, delivery **** 16.I was told my household goods would be loaded onto one truck and delivered in the same truck.I was told that the delivery date would be **** 18.I was told the pickup would be May 25 at 8:00am and the movers would have all of the required boxes and proper packing materials with them ad have enough movers to move the whole house.Reality: My goods were loaded onto a truck which drove to LA, was unloaded and loaded onto another truck and drove to *******. This truck was unloaded and loaded onto another truck.I was told on **** 12 there was a storage cost attached to the delivery as they couldn't deliver on **** 12 since I hadn't arrived in ******* area yet. They said there was a $1,600 charge that will have to be paid to the delivery driver for storage costs even though I was told that my delivery would be on **** 18.My pickup time was told to be May 25 at 8:00. The movers showed up on May 26 at 2:00 without packing supplies and only 2 guys showed up. They had to leave and pick up supplies form ********** delaying us another 1.5 hours. Two other guys showed up after that. The packing job was terrible and many things were broken.I tried using their claims department but the offered a ridiculously low amount that wouldn't cover the cost of repair.

  Business response

  11/27/2023

  Moving APT has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and appreciated.
  
  Please note that Moving APT was the customer`s booking agent. The customer`s goods were picked up and transported under the operating authority of the customer`s ********************** company, Father and Son Moving, whom the customer`s ********************** contract was with. That said, we are always here to assist customers and mediate between them and their carrier whenever necessary.

  Attached we have included the customer's last signed Booking Agreement prior to their pickup for both your and the customer's reference. In reference to the customer's statement that they were told pickup would be 5/25, as shown on the first page of our attachment and marked for reference, the customer's agreement was based on a pickup window of 5/26 - 5/26, in which Father and Son Moving would be able to pick up the customer's goods either day, as long as they remained within the customer's window. In reference to the customer's statement that they were told delivery would be 6/18, as well as their statement regarding their storage fee, as also shown on the first page of our attachment and marked for reference, the customer signed their agreement to be available for delivery "Immediately." And as shown on the bottom of the third page of our attachment and marked for reference, the customer's estimated delivery time frame was **** business days based on their distance of ***** miles (first page of attachment). As the customer signed for being available for immediate delivery, this meant that Father and Son would be able to deliver the customer's goods any time between pickup and within 21 business days of pickup. The customer did not have a guaranteed delivery date of 6/18. They had a 21-business-day window for delivery, in which 6/12 fell within. Furthermore, as shown on the right column of the first page of our attachment and marked for reference, the customer received a discount of $4,063.40 for being available for immediate delivery and therefore not requiring storage. Hence, as the customer had already received a discount for not needing storage, upon now not being available to receive delivery until 6/18 and now needing storage until that date, Father and Son as a matter of course would charge a storage fee, as again, the customer had already received a discount for the contrary. Father and ***'s storage fee was in essense the customer returning a portion of the discount that they had received for not needing storage, as now they did require storage. And in reference to the customer's statement that they were told their goods would be loaded onto only one truck and delivered in the same truck, as shown on the bottom of the second page of our attachment and continued on the top of the third page, both sections marked for reference, the customer's agreement also stated that the customer's goods may be "offloaded and reloaded onto a different vehicle."

  Moving APT does apologize that the customer experienced damage in their move with their carrier, and upon being notified of this, we immediately contacted the customer in order to offer them our assistance with their claim through our own account with the *************** as a courtesy and show of good faith to the customer from our part, so we would be able to ensure that the customer was compensated. Unfortunately, we are not sure of what the customer is refererring to in their statement that someone's claims department has offered something ridiculously low to the customer, as this has not occurred with ******************. We are assuming that the customer filed a separte claim directly with their carrier and may be referring to something between them and their carrier? Because we have reached out to the *************** and they have confirmed that the customer has not completed submitting their claim through our account with the *************** which is what we had offered the customer. Therefore any amount that the customer may have received was not from ****************** or from Moving APT's ************** account. If the customer would like assistance with this, they may reach our *************************** at ************ or at ****************************************** and we would be happy to assist them with this matter and / or with anything else they may need.
  
  Thank you,
  
  Moving APT

• Initial Complaint

  08/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We are still waiting for a our late delivery reimbursement from our moving broker APT Moving Services. APT contracted out a carrier, AMB Moving, who picked up our belongings on 5/8/23 in **. The delivery window began on 6/1/23 and ended, after 21 business days, on 6/30/23. Our things were finally delivered to **********, ** on 7/26/23, 26 days after the delivery window ended. We are entitled $20 a day reimbursement for every day past the delivery window. This should total $520 (26X$20). Apart from being 26 days over the stated window, this experience has caused us a new depth of anxiety and stress and we would like to compensated appropriately.

  Business response

  08/09/2023

  Good morning, first, we would like to point out that this is the same move as Complaint ID ********. This is a duplicate complaint. Secondly, please note that the customer's delivery has now been completed, and Moving APT has already offered to assist the customer with their claim through our own account with the ************** as we had previously assured and has sent the customer the approval and Claims information for them to be able to file their claim (please see attached). Normally moving claims may take up to 120 days, however the customer's claim is also being expedited for them as a courtesy and should be processed within ***** days from the customer's submission. Again, please feel free to contact our *************************** at ************ or ***************************************** with any other questions.

  Thank you,

  Moving APT

  Customer response

  08/10/2023

   
  Complaint: 20431823
  
  I am rejecting this response because: We are still awaiting reimbursement and the oneness of this move/process has been on our shoulders. The Moving ************** has made the process cumbersome with many hoops to jump through and we are not confident that it will be fully resolved in a timely manner. We will accept the response once we have receive a fair reimbursement for the late delivery, our services unloaded the truck, damaged items, and time/stress this has caused us.
  
  We greatly appreciate the support of the BBB.
  

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

  Business response

  08/10/2023

  Again, the customer has just recently begun the Claims process, and their claim will be processed within ***** days of submission. Thank you.

  Customer response

  08/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. This resolution will be satisfactory to me when the company reimburses us the proper amount in a timely manner for the late delivery, damaged items, and taxing stress/time expended on this 3 month ordeal following a cross-country move.
  
  *******************************

• Initial Complaint

  07/30/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I contracted with Moving APT to move my furniture and belonging from ******** to *******. The furniture was picked up on Saturday 27 May and the contract stipulates that it would be delivered within 22 business days. So far, Moving APT has failed not only to honor the contract but also to communicate with me on a timely basis. For several weeks, I have been told that the delivery would happen the following week, and it never did. In addition, Moving APT failed to provide the requested information, such as the inventory and the bill of lading. Hence the reason I am filing this complaint.

  Business response

  08/01/2023

  Moving APT has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure each customer knows their business is valued and appreciated.
  
  Please note that Moving APT was the customer`s booking agent. The customers goods were picked up and are being transported under the ********* of **** Friends Movers, who is the customer's ********************** company and whom the customers moving contract is with. **** Friends Movers would also be the company providing the customer with their Bill of Lading, not ******************, as **** Friends Movers is the interstate motor carrier. The customer's file shows that they did provide the customer with their Bill of Lading on 5/27/23, which the customer acknowledged and signed with them on the day of their pickup. Nonetheless, we are always here to assist customers and mediate between them and their carrier whenever necessary.
  
  We do apologize that the customer`s carrier has experienced a delay in the customer`s delivery. Rest assured that they have confirmed the goods are already in transit. Our ************************ is currently working on this for the customer and following up with them and their carrier to ensure that the customer`s delivery is completed as soon as possible. Furthermore, Moving APT has already offered to compensate the customer ourselves for any delay past their estimated time frame, as a courtesy from our part, in the event that **** Friends Movers does not do so. In the meantime, please feel free to contact our *************************** at ************ or ***************************************** with any further questions.
  
  Thank you,
  

  Moving APT

  Customer response

  08/07/2023

   
  Complaint: 20398190
  
  I am rejecting this response because:

  I contracted with Moving APT and I have no paperwork of contracting with anybody else. Since 26 July, I have been asking *************************** to provide that paperwork, but he has so far failed to do so (I have evidence but I cannot upload it as the file is too large). I did sign documents and I am not saying these documents did not mention the carrier's name; I am saying that I never received the bill of lading nor any communication from the carrier. They did not even provide the inventory of what they picked up at my place. I have absolutely nothing and the carrier has been most unhelpful, never honoring its promise to call me back. As I contracted with Moving APT, I continue to believe they should be help responsible and accountable as they contracted the carrier, not me. They have broken the contractual agreement of delivering my belongings within 22 business days, and they do not even know where these belongings are.

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

  Business response

  08/08/2023

  Good afternoon, we have reached out to Good Friends Movers for the customer, and they have confirmed that they will be sending the customer copies of her paperwork with them as requested. Once again, all paperwork signed by the customer from their initial Booking Agreement emphasized that there were no guaranteed delivery dates and that customers would be compesated for any delay past their estimated time frame, which we have already confirmed that the customer will be. No contract has been broken. The customer's goods are in transit, and we see that our ************************ is following up with both the carrier and the customer to keep them updated on their delivery status.

  Thank you,

  Moving APT

  Customer response

  08/11/2023

   
  Complaint: 20398190
  
  I am rejecting this response because:

  Despite multiple promises and the response, I still have not received any of the paperwork.

  In addition, *************************** is unable to confirm that my furniture is in transit. He texted me today again that the carrier is non responsive.

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

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For starters, APT used *************** tactics estimating a moving job. Convinced ** to use a full van (48 ft) costing several thousand dollars more but would easily accommodate our property. Because of 3 heavy items, a lift gate was required, along with loading assistance which I was required to provide and did (4 persons & a pallet ****** The move size ended up being substantially larger than their estimate - or the packers did a poor job. They then subcontracted the move to an unprofessional company, ****************, *********, **, and clearly did not convey details of move requirements. **************** showed up 4 hours late (July 15) with two small trucks, no lift gate. They proceeded loading, supposedly filled the two trucks. They could not / would not load the 3 heavy items then quickly departed for the delivery a few days later (July 18) minus some items listed on their Bill of Laden. I had to drive over 500 miles to meet the trucks as they refused to deliver later... Unloading was a fiasco with rude threatening demands from their home office requiring my summoning a Sheriff. Somehow, one of the trucks arrived having property which was not ours, hence it was not "full" at the time of our pick up, Movers damaged the hardwood flooring and refused to unpack / set up numerous items they had wrapped... as stated in the contract APT refuses to accept any responsibility and communication has been very poor, mostly "Passing the buck". APT's miscommunication, lies, delays in responding and selection of a most unprofessional mover caused our stress levels **************** abuse) to go to the **** raised havoc in logistics & has cost us substantial amounts of money. It is still unresolved, our property is split in different states.

  Business response

  07/21/2023

  Moving APT has investigated this matter in an attempt to better comprehend and validate the complaint against our services. Customer satisfaction is critically important to us, and we want to ensure that each customer knows their business is valued and truly appreciated.
  
  Please note that Moving APT was the customer`s booking agent. The customer`s goods were picked up and transported under the operating authority of the customer`s ********************** company, Movers *** Lines, whom the customer`s ********************** contract was with. That said, we are always here to assist customers and mediate between them and their carrier whenever necessary.
  
  Unfortunately, we are very much confused and unaware of the customer's false statements, regarding "refusing to take responsiblity" and "passing the buck," as the customer has at no point ever contacted our *************************** for assistance with filing a claim or for anything for that matter. Although claims must normally be filed through Movers *** Lines as per the customer's contract, ****************** would be happy to assist the customer with getting their claim filed through our own account with the ************** as a courtesy if the customer has not yet been assisted with this. The customer may contact our *************************** directly at ************ or at ****************************************** and we are glad to help.

  Thank you,

  Moving APT

  Customer response

  07/21/2023

   
  Complaint: 20355242
  
  I am rejecting this response because:

  1. They have not "Investigated" this.  Their response is 100% bogus.

  2. We did not select Movers *** Lines as the moving company... APT did, we had no say.  There were issues during moving day and we reached out to APT via text, email & phone with no connection for assistance.  APT provided Movers *** Lines with the Binding Moving Estimate showing extra charges for specific items which were not picked up, hence not delivered.  There were serious issues during "delivery day" and we tried reaching out to APT to help resolve...i.e. items on their Bill of Lading were not delivered, delivery team refused to unpack / set up items they had packed during pick-up.  Nothing from APT, see email below.

  3. We haven't made any false statements and have all pictures, emails & text's of a few weeks of direct communication.  Our summary report clearly reveals what took place.  Even yesterday, (****) I was told I'd be receiving a morning phone call from their customer service department.  When questioned after waiting several hours, they replied in an email they were too busy.  Here's that email;

  ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
  From: *************************** <***************************************************>
  To: *******************
  
  They may have been busy this morning and we apologize for the delay. I will remind the dispatch manager to call you about the new quote. I will also inform the customer service manager to reach out to you regarding your claim
  On Thu, Jul 20, 2023 at 2:10?PM ******************* wrote:
  
  I've been sitting by the phone since 8:00 this morning waiting for promised phone call.
  Why the delay?

  ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

  We were told by APT Move Coordinator (*********************) that the ************************ would be our point of contact from the time the driver left our home at origin.  Not ***************.  Hence we tried reaching out several times. 

  It is APT making the false statements.  Their response to BBB is additional harassment.   
  
  Sincerely,
  

  *******************

*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. ↩