ComplaintsforAmerican Way Moving LLC

• Initial Complaint

  07/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On June 23, 2024, I was contacted by ********************************* from American Way Moving. He asked us how much we had to move and we weren't sure. He told us that he did not need exact numbers at that time because it was for a quote. So we gave him the information and he quoted us a total of $2392.40. We paid $1100 deposit on 6/25/24. Then we needed to change our move date. My husband contacted ******* and informed him of the change. I was informed the change had to come from me since my name is on the contract. When the company representative ******* called, he stated he was calling for quality assurance to go over the pick up inventory and to return his call. I did not return his call due to my work hours and then had to pay an extra $300. When the time came closer for us to move ******* called and was updated on the inventory to be moved and reassured me ALL of my property would be taken when the movers came. The day before our move we contacted ******* because we had not been contacted to confirm the move date. Wednesday 7/25/24 ******* informed us the pick up date was changed from 7/25/24 to 7/26/24. At this time we informed ******* of the changes to the pick up inventory and he assured us that the changes would not be a problem and again all of our property would be taken when the mover come and we would get it the next day. **************** did not contact us to confirm the move date. ********************* contacted me to sign a new bill of landing and to confirm the move date for the next day and reassured us that All of our property would be taken. Now, we leave with some of our property to try and lighten the load on the movers. **** from the moving company contacted me and my sister to inform his arrival time. Upon arriving and seeing the amount of items to be moved, he stated to move everything it would be a total of $7,500 and delivery in 3 days or he'll take 400 cubic sq ft as quoted. But delivery would be in 2-10 days once the truck is full. I needmy property ASAP!

  Customer response

  08/26/2024

  I received my property a week later than promised. I will continue this process in a different manner. Thank you for your assistance.

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Refund

  Business response

  07/30/2024

  Yesterday, we informed the customer that the refund has been initiated and sent to their banking institution for processing.

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On February 26, 2024, * called American Way Moving(AWM)for my move from LA to PHX. * told the associate, *********************, a list of all my belongings. He quoted me a price of $2,060 for the entire move. He said the price wont go up and * had plenty of extra space. He said my stuff would take no longer than 3 days to be delivered. On the day of the move, April 21, 2024, US Falcon Van Lines showed up and the mover ***** said that * didnt pay enough for the space for my belongings. He said hed only take my fridge and bed and *d have to pay an extra $700. * called AWM and told them what transpired and they refunded me $100. ***** told me *d be get my stuff by April 26. Based on Mr ******* original promise, * took the week of April ***** off from work. ****** promise of April ********************** that week. * travel for work. ***** said because * paid ************* it would be expedited. US Falcon ********* refused to take my tennis ball machine. On April 24, * still hadnt received my stuff. ***** gave me the number of ****, who works for *****. Hed be handing my move to PHX. * texted **** and he said hed get to my place by May 6. *d been sleeping on the floor for 2 weeks and my back hurt. **** texted and said h*** arrive on May 7. ******* arrived at my house at 7pm on May 7. **** showed up alone. He called another mover but he never arrived. **** * * started moving my belongings. When you pay $2,760 for movers you dont expect to help but * had no choice. * took my Sharp 50 TV out of the box. *t had a huge crack and broken screen glass on the bottom left corner. Also, * was missing 1 box with with my watch collection in it. The next day * called AWM and ********************* picked up and said he was a manager. * told him either US Falcon or ***** broke my TV and *m missing 1 box. He offered no compensation. * put in a claim for my broken TV and missing box of watches. After 2 months, they offered me $18. * tried contacting AWM but they didnt return my call.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband is selling his home in DE and moving to **. We were looking for movers and American Way Movers came up after an internet search of local (********) movers. We called and spoke to a gentleman who after hearing that my husband was retired Air Force went on and on about the military and how the owner of the company was retired military. We asked if they were a local company and they said yes that we were speaking to their scheduling office in ** bother had a branch in DE and thats who would be moving us. At no point were we told that they were brokers. Fast forward to the following day when I was having a conversation with someone doing work at our house and they asked if we needed the name of movers. I told her that we had someone and that they were military. She said great as long as its not American Way Movers. She continued to tell me that they were a brokers, very terrible to work with, and that people were every unhappy with who they hired to move things and the conditions that their belongs they were moved. I immediately called American Way movers and was hung up on twice. I received a call from the salesman we had spoken with who was very rude and then hung up on me. I was told that in order to get my down payment back that would have to send an email requesting it. I did that on June 24th. I called back and informed them that I had sent the email. The woman I spoke with said that the request had been sent to the business office and I should see the money back in my account in 3 to 5 business days. I called again and was told it was being processed. I called back today July 15th and was told by the man I spoke with today that he would have to email the business office because he didnt have a phone number for them and he would get back to me. I told him that I wanted my money back in my account by Friday and he told me that wouldnt be happening.

  Business response

  07/29/2024

  *******,
  We are currently investigating this matter, as the refund must be processed through our merchant account. I have requested that they expedite the process and release the funds if the refund has not already been issued. It is outlined in all the paperwork you received, as well as on our website, that we operate as a broker. You also received a Bill of Lading with the name and contact information of the local carrier handling your move when booking the move.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/4/24 I called to discuss a potential move with American Way Moving. After speaking with *** and ****, I decided to book and paid a deposit of $964.60. My credit card was immediately charge for $1003.09 as they didn't tell me there was a 4% CC fee. More importantly the next day (6/5) I learned that my new job will pay relocation expenses. As the contracted stated, I emailed the company asking to cancel. I did this well within the *********************************************** the contract. On 6/6 I got an email saying that I would get a refund (-the 4% CC fee) within 3-5 business days. It asked that if you did not see this to call. At 5 business days I called and they stated it was taking longer to process. At this point, it is July 11th, I have sent numerous emails with minimal response. I have called and they say it's a problem with their 3rd party billing but no one is able to give more information. You call customer service or sales and they are defensive instead of giving information. I have just gotten off the phone with customer service again and they say it still problem with the 3rd party billing and they will ask a manager to call me. I don't care I just want them to pay me the $964.60 back. This company has no problem taking your money but a huge problem in returning your money and I have specifically followed all requirements

  Business response

  07/29/2024

  I have contacted our merchant to inquire about the status of the refund and to expedite the release of the funds. If you do not receive confirmation of the refund within 3-5 business days, please do not hesitate to reach out for further assistance.

  Customer response

  07/30/2024

   
  Complaint: 21973832
  
  I am rejecting this response because:

  Im rejecting this response because despite continuing calls, I still have not received a refund. I have been told I will be called back 3 times and no one returns the call or endlessly puts me on hold. I have already been told that I would get my refund in 3-5 business days when I cancelled on 6/5/24. This response is now almost 2 months later. I have submitted a complaint to both here (BBB) and the ******************************************** At this point I have also submitted a dispute with my credit card, of which I will happily withdraw if I get my refund. 
  

  I would highly suggest anyone considering using this brokerage for moving do some serious research first. They are smooth talkers and happy to take your money but not happy to return it despite following their guidelines for cancelling per their rules. 
  
  Sincerely,
  
  *******************************

  Business response

  07/30/2024

  If the funds have been disputed, we are unable to take further action and must resolve the matter with the card issuer.

  Customer response

  07/30/2024

   
  Complaint: 21973832
  
  I am rejecting this response because:
  
  I am not sure what this company expects. I allowed 6 weeks for the refund to come through when it states I will see it in 3-5 business days. I was treated with complete disrespect and disregard whenever I tried to communicate with the company. A little communication on why things are taking longer goes a long way and this was never shared with me. Of course, with no communication on why this refund is not happening a dispute seems like the only path forward. 
  Sincerely,
  
  *******************************

• Initial Complaint

  07/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In Early May 2024, we were contacted by ***************************** of American Way Moving LLC (DOT# *******). He offered a lower price of $5142.45 and earlier delivery date than our existing quote, promising delivery by June 7th, 2024. A binding estimate was signed for a move constituting 89 items and 645 cubic feet. A deposit of $2566.00 was paid to American Way Moving LLC at that time. American Way Moving LLC did not inform me of the actual company, ********************* (DOT# *******), that would be handling my belongings. They willfully or neglectfully contracted the move to *********************, a company with an "F" rating on the Better Business Bureau, thereby endangering our possessions. Upon pickup, ********************* (DOT# *******), the carrier, falsely claimed that the shipment exceeded the estimated size and coerced us into signing a new contract for a higher price of $7254.00, claiming the shipment was actually 1000 cubic feet. This new contract was signed under duress after the move had already begun, rendering it invalid. An additional $3100.00 was paid via Venmo to ********************* under duress.********************* promised a revised delivery date of July 2nd, 2024. ********************* has provided no updates as to the status of our belongings as of today July 2nd. Despite the contract's delivery window and promises of clear communication, our belongings have not been delivered as of July 2nd, 2024. Further, ********************* claims they intend to charge an additional $1588.00 upon delivery.The lack of communication, extortionate practices, and the extended delay in delivery have caused significant financial loss, emotional distress, and necessitated the purchase of essential items. We are also deeply concerned about the security of our sensitive personal documents in the possession of *********************.

  Business response

  07/29/2024

  I am unable to locate any estimates associated with this complaint. If they are filing the complaint on behalf of someone else we are unable to verify any details associated with the file. 

  Customer response

  07/30/2024

   

  I have attached the original estimate provided by ***************************** of American Way Moving LLC. for reference and to help them locate the file.

  I'm writing to append my original complaint to include additional details of the fraud committed by American Way Moving LLC, and United **************. 

  
  

  All attempts to contact a supervisor at United Pro Movers have been unsuccessful. We collected further evidence that clearly shows we used less than 576 cu. Ft. Of space in the truck (8ft. X 8ft. X 9ft.).

  
  

  In addition to the original submission we have the following additional evidence and complaints:

  
  

  United ************** contracted another company, ********** (USDOT: *******) to complete the move and did not notify us (phone recordings/transcripts available at request).

  
  

  United **************. Fraudulently charged us for 1000 cu. Ft. However upon arrival. Measurement of the truck showed we used less than 576 cu. Ft. Of space. (Pictures available)

  
  

  ********** refused to allow us access to measure our belongings in the truck prior to us paying (recording available). They refused to unload the truck until we agreed to sign the contract and pay.

  
  

  We have thus far identified damages to our bedframe, mattress, and various other items as a result of negligence in the move. 

  
  

  United ************** has stolen from us a Roomba and free weights. 

  
  

  ********** refused to accept payment via Zelle as specified in the contract and forced us to pay via Venmo.

  Customer response

  07/30/2024

   
  Complaint: 21934935
  
  I am rejecting this response because:

  See attached files to locate the job number and estimate.

  Further evidence collected includes: photos, measurements, voice recordings, conversation transcripts, etc.

  The complaint has been appended with the following additional claims regarding the carrier that American Way Moving LLC contracted this move through. 

   

  All attempts to contact a supervisor at United Pro Movers have been unsuccessful. We collected further evidence that clearly shows we used less than 576 cu. Ft. Of space in the truck (8ft. X 8ft. X 9ft.).

   

  In addition to the original submission we have the following additional evidence and complaints:

   

  United ************** contracted another company, ********** (USDOT: *******) to complete the move and did not notify us (phone recordings/transcripts available at request).

   

  United **************. Fraudulently charged us for 1000 cu. Ft. However upon arrival. Measurement of the truck showed we used less than 576 cu. Ft. Of space. (Pictures available)

   

  ********** refused to allow us access to measure our belongings in the truck prior to us paying (recording available). They refused to unload the truck until we agreed to sign the contract and pay.

   

  We have thus far identified damages to our bedframe, mattress, and various other items as a result of negligence in the move. 

   

  United ************** has stolen from us a Roomba and free weights. 

   

  ********** refused to accept payment via Zelle as specified in the contract and forced us to pay via Venmo.

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

• Initial Complaint

  06/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called American Way moving for a move from ******** to **************. I did not know they were a broker, not a moving company. I changed my mind within the 72 hours required to get my $750.00 deposit back. Also spoke to ******* and ******* neither of them emailed me back when I sent them the picture of the cancellation and asked why I have not received my $750.00back! DO NOT USE THEM! They will take your money and leave. Ill be taking them to court if I have to.

  Business response

  07/29/2024

  We apologize for the delay. Our *************************** has been experiencing a staffing change. We have escalated the issue to ensure the refund is processed as soon as possible.

• Initial Complaint

  05/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 3/6/2024, we contracted with American Way Moving LLC for the relocation of our household items from ******, ** to *******, **. The move total cost was set at ***** USD. They requested a deposit $1,024 which we paid on the same day.Personnel arrived. One of the personnel quickly assessed our belongings and stated, "There are more items here than I was told." He contacted American Way Moving LLC. This person claimed that our belongings amounted to ******* cubic feet (F/C). We disagreed, stating that the total volume of our belongings was ******* F/C, but neither the person who came to move our belongings nor the company representatives we spoke to on the phone listened to us.The company representative who spoke to us on the phone started threatening us, saying, "You either pay $4,300 for the move or your deposit will not be refunded." After this conversation, we realized that we were dealing with a fraudulent company. We refused to pay $4,300. They asked, "Are you canceling the contract?" We stated that we were not canceling the contract but we did not accept this exorbitant price increase that was outside of our agreement.Then, without providing any service, they left.We sent two warning letters to this company, explaining how they had wronged us. We re-calculated the volume of our belongings and proved that the person they sent lied. Despite this, the company did not refund our deposit. They falsely claim that we canceled the contract. However, we did not cancel the contract, neither in writing nor verbally.Later, I read similar unethical behaviors by this company in their reviews. Unfortunately, this company engages in such unethical actions with others as well. They first politely convince their customers, then, after taking the deposit, they make their lives a living ****.We filed a complaint against this company with the Office of the Attorney General ***********************, State of *******, on May 8, 2024.

  Business response

  06/19/2024

  Tahir,

  As you noted in your complaint, you never informed us of the vast amount of items that were to be moved. We ask for as complete and accurate an inventory as possible when completing the move. To ensure that the inventory provided is accurate for the local carrier, we have ***************** call a few days before the move date. When our ***************** Department reached out to you on 3/15, you informed them that no changes to the inventory were needed.
  Unfortunately, if the customer does not provide us with an accurate account of items to be moved, we cannot provide a full estimated cost for the move. On the date of the move, the local carrier arrived and found that the description and inventory count provided to us over the phone at the time of booking were vastly different, which caused the discrepancy in pricing.
  As previously informed, your estimate is based on the volume of the move. Our contract, which includes the cancellation and refund policy, is provided to you at the time of booking and is also available on our website. It states that if the move is canceled at the time of pickup, the deposit is nonrefundable.

  Customer response

  06/21/2024

  
  Attached are the correspondences we have had with this company from the date 3/4/2024 until 3/21/2024 regarding the transportation of our belongings. 
  When these correspondences are reviewed, it will be clearly seen that they have lied multiple times.

  
  1. Lie: In the response letter sent to the Better Business Bureau, the company says, you never informed us of the vast amount of items that were to  be moved. However, during our first phone conversation with Relocation Specialist ********************************* on 3+ 2024, information about the items to be moved was provided. The estimate was prepared based on this information, and the down payment was taken from us as a result of this information.
  
  2. Lie: Again, in the response letter sent to the Better Business Bureau, they state, When our **************************** reached out to you on 3/15, you informed them that no changes to the inventory were needed. This is also completely false. As seen in attachment 2. JPEG, written information about the final status of our belongings was provided on 3/8/2024, and ********************************* informed us that he would update it the next day. However, the update was not communicated to us. On 3/11/2024, a phone conversation with ********************************* took place, and we were told that the new price was $2,380.61. This situation was confirmed in writing by ******* on the same day (attachments 2. JPEG, 3. JPEG).
  
  3. Lie: According to the agreement with the company, the pick-up date was supposed to be 3/20/2024, but no one came for the pick-up that day. ******* was also unaware of why no one came for the pick-up (attachment 4. JPEG).
  
  4. Lie: On 3/21/2024, the local driver who came for the pick-up lied, claiming that our belongings were ******* F/C. Six people can attest that our belongings were approximately 420 F/C.
  
  5. Lie: ******, a company employee, demanded an additional $2,240.39 from us before the pick-up in addition to the agreed $2,380.61, totaling $4,521.00. When we stated that this was unfair, he threatened us by saying, Either you pay $4,521.00 or we will not refund your deposit. Despite us not canceling our agreement, he lied and claimed that we had canceled it to avoid refunding our money (attachment 5. JPEG).

  We demand $2,048.00, double the $1,024.00 down payment we paid to this fraudulent and dishonest company. 

  
  The evidence we provide in the attachments is sufficient to prove that American Way Moving LLC is a fraudulent and dishonest company in the State of ********

  
  Respectfully,
  
  

  
  

  Customer response

  06/21/2024

   
  Complaint: 21731642
  
  I am rejecting this response because:

  Attached are the correspondences we have had with this company from the date 3/4/2024 until 3/21/2024 regarding the transportation of our belongings. 
  When these correspondences are reviewed, it will be clearly seen that they have lied multiple times.

  
  1. Lie: In the response letter sent to the Better Business Bureau, the company says, you never informed us of the vast amount of items that were to  be moved. However, during our first phone conversation with Relocation Specialist ********************************* on 3+ 2024, information about the items to be moved was provided. The estimate was prepared based on this information, and the down payment was taken from us as a result of this information.
  
  2. Lie: Again, in the response letter sent to the Better Business Bureau, they state, When our **************************** reached out to you on 3/15, you informed them that no changes to the inventory were needed. This is also completely false. As seen in attachment 2. JPEG, written information about the final status of our belongings was provided on 3/8/2024, and ********************************* informed us that he would update it the next day. However, the update was not communicated to us. On 3/11/2024, a phone conversation with ********************************* took place, and we were told that the new price was $2,380.61. This situation was confirmed in writing by ******* on the same day (attachments 2. JPEG, 3. JPEG).
  
  3. Lie: According to the agreement with the company, the pick-up date was supposed to be 3/20/2024, but no one came for the pick-up that day. ******* was also unaware of why no one came for the pick-up (attachment 4. JPEG).
  
  4. Lie: On 3/21/2024, the local driver who came for the pick-up lied, claiming that our belongings were ******* F/C. Six people can attest that our belongings were approximately 420 F/C.
  
  5. Lie: ******, a company employee, demanded an additional $2,240.39 from us before the pick-up in addition to the agreed $2,380.61, totaling $4,521.00. When we stated that this was unfair, he threatened us by saying, Either you pay $4,521.00 or we will not refund your deposit. Despite us not canceling our agreement, he lied and claimed that we had canceled it to avoid refunding our money (attachment 5. JPEG).

  We demand $2,048.00, double the $1,024.00 down payment we paid to this fraudulent and dishonest company. 

  
  The evidence we provide in the attachments is sufficient to prove that American Way Moving LLC is a fraudulent and dishonest company in the State of ********

  
  Respectfully,
  
  
  

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

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booked service and gave them my CC info and then decided to cancel service with them within less than a half hour. The agent said that the charge would not go through. Well it did go through and here is the email I sent to them this evening once I saw the charge pending on my cards website. I emaild them ******* & ***************** at *************************************************************************** I asked that you cancel order number G3551438 on 5/11 a little while after booking your service. I had paid you ******* but even that is incorrect the estimate shows that I only paid 1426. I asked that you cancel my order and not send a charge to my card. You assured me this would not be processed. Well it was processed. I checked my card this evening and noticed that there is a pending charge for *******. I spoke with a rep at chase and asked to dispute the charge but they said I have to wait until it actually posts to my card. So, once again, I ask that you cancel this agreement and reverse the charge. I will be going to the BBB and filing a complaint with them and disputing the charge if necessary and will be contacting the Sec of state in IL and FL and file a complaint with both of them if this is not corrected. I expect this to be corrected not later than 5/14/24. I have also now had the time to review the agreement and noticed that AWM is not a mover as you presented yourself but a brokerage service. ***************** ************ This is within the 72 hour period where it is refundable. I believe these people are crooks and did not do what I asked.

  Business response

  07/29/2024

  It is recorded that you booked and paid your deposit on May 11th, and the refund was credited back to your card on May 14th.

• Initial Complaint

  05/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On march 19, 2024, I signed a deposit check over to a Mr. *********************** representing the American Way moving company. After pressuring me into doing the check on the phone, he immediately deposited in a chase bank, which thwarted my efforts of going to the **** of America and putting a stop payment on the check. I was told by ******************** that I had 72 hours to change my mind and get a complete refund. As long as I let them know at least a week in advance of the move they would still refund my money. I let the company know on March 20 that I was going with a different company and that I wouldnt be leaving the deposit with them. At that time I thought the bank had put a stop payment on the check ; however, ******************* had quickly deposited it. I filed a complaint with the **** of America and their fraud department, but they were unable to get my money. I have left several phone messages for ******************** and text messages. All went on answered. I finally was able to reach the company through a customer service number and spoke with a man named ******* , he told me the customer service could easily take care of this issue for me and that he would have customer service call me that day. No one has called me. That was over a week ago. They owe me $1650.and will not respond to me in anyway. Another person who was involved in this was a man named *********************. He took the inventory of my belongings to determine a price for the move to *******. I have not been able to get in touch with him either. He was the one who referred me to ********************, the one who put the real pressure on me. Yes, I feel like a victim in this. They provided no service for me and they still have my money. They told me that my contract was number 9373.

  Business response

  06/19/2024

  The money has been refunded to the customer. 

  Customer response

  06/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I still do not have the refund, but I look forward to receiving it.
  Sincerely,
  
  ***********************

  Business response

  07/29/2024

  We apologize for the delay in responding. We acknowledge that you are owed a refund for the deposit, as you requested a cancellation within the accepted time frame. The delay in issuing the refund may have occurred because you placed a stop payment on the deposit. To avoid issuing a check that would result in a double refund, we needed to ensure the funds were not reversed from our account. This additional processing time may have caused your refund request to be overlooked.
  Please reach out to our customer service team directly at *********** or **************************************** to discuss your refund.

  Customer response

  08/10/2024

  I had called American Way customer service August 7. I was told that they just needed to know how I had paid whether by check or credit card. I told them it was by check and the amount and not been deposited back in my bank account or another check issued to me. They said that Tuesday they would be sending out my check and that if I did not receive it by 20 August that I was to give them another phone call. Just so you know, they deposited my check before I could put the stop payment into place . That money was gone from my account the very next day. I hopefully await a check in the mail this coming week. I also gave them my new address. Thank you for your help so far. 

*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. ↩