Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/01/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a deposit with American Way Moving in *************, ******* in the amount of ******** as an initial deposit for a move we were planning out of state. This was on the 5th of March, 2025. We have had to change our plans and are not moving as planned and were assured I would get the deposit back. I have called about 5 times and talked to different people who all assured me that accounting was processing the deposit return. I have waited at least 45 min each time I tried to talk to someone until my call was answered. It was within a week that circumstances were that we had to cancel and I called right away and requested a refund. As yet they are still not complying. I have reference #************ on the receipt and a TransId#****MDSWS32RS (Im not sure what this number means). We called the company today April 1st, 2025 and talked to **** ******* and he assured us it would be released on Friday the 4th of April 2025. My boyfriend called today on a different phone number and they answered right away where they wouldnt when I called on my number frequently.

  Business Response

  Date: 04/22/2025

  We have notified billing of your request for your refund to be processed. Thank you.

  Customer Answer

  Date: 04/22/2025

  We have received our deposit and we need no further action.   We will not use this company as it took all month to get our money back and the threat of an attorney and/or small claims court.

  Customer Answer

  Date: 04/23/2025

   
  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.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:02/19/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has had my items in transit for a move 21 days, they picked up items in ************ on January 29th and agreed to drop off February 1st, I have attempted multiple times to receive updates on my items

  Business Response

  Date: 02/20/2025

  Thank you for reaching out. Wed like to clarify that we do not guarantee delivery dates. The earliest available delivery date for your shipment is February 1st. Per our policy, we have up to 21 business days from that date to complete delivery before any compensation for delayed delivery would be considered.
  Please note our official delivery policy:
  14. ALL PICKUP, LOAD AND/OR DELIVERY DATES ARE ONLY ESTIMATES. ANY TIME FRAMES GIVEN FOR PICKUP AND/OR DELIVERY ARE ESTIMATED TIMES OF ARRIVAL ONLY AND ARE SUBJECT TO CHANGE. AMERICAN WAY MOVING LLC WILL NOT BE RESPONSIBLE FOR LOSS OR DAMAGES INCURRED BY UNAVOIDABLE DELAY. AMERICAN WAY MOVING LLC WILL ACT ON BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THERE ARE ABSOLUTELY NO GUARANTEES MADE, EXPRESSED OR IMPLIED, REGARDING PACK, LOAD, AND/OR DELIVERY DATES.
  For your reference, below is our estimated delivery window based on mileage:
  Distance (Miles) Estimated Delivery Window
  0 - 500 1 - 8 Days
  501 - 1500 2 - 14 Days
  ****************** Days
  2001 - 2500 8 - 21 Days
  2501 - 3200 9 - 21 Days
  We appreciate your understanding and are here to assist with any further questions or concerns you may have.

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was moving across the country and found this company. They were informative and friendly from the beginning. Answered any and all of my questions. Until they moving day. These guys are a broker. They do not share that information with you. There is no transparency. They gave my move to a company called ***************************** that is taking nearly 2 months and it feels like I just got my life stollen from me. I have called this company multiple times to see if they. Can get some answers and I just get a voicemail and no one returns my calls. I paid them and the movers $4000 between them both and my stuff is gone. There is no communication. This is not ok.

  Business Response

  Date: 02/20/2025

  To Whom It May Concern:
  We sincerely regret to hear about your experience and truly empathize with your concerns. Please note that the customer did sign a contract which includes the following terms:
  4. CUSTOMER HAS HIRED ********************** AS A ********************** COORDINATOR/SHIPPER AGENT/BROKER AND NOT TO HANDLE OR OTHERWISE PARTICIPATE IN A MOVE AS A CARRIER. IN ACTING AS A SHIPPER AGENT ONLY, AMERICAN WAY MOVING LLC IS NOT RESPONSIBLE FOR ANY ACTS OR OMISSIONS OF THE CARRIER OR ITS EMPLOYEES OR AGENTS. CUSTOMER MUST PURSUE THE CARRIER FOR ALL CLAIMS FOR PROPERTY DAMAGE AND PERSONAL INJURY OR DEATH, INCLUDING WITHOUT LIMITATION, ANY CLAIMS FOR DAMAGE TO PROPERTY, LOST OR STOLEN GOODS, DELAYED PICKUP OR DELIVERY, ACTIONS OF ESTIMATORS, DRIVERS, PACKERS OR MOVERS, OR OTHER TYPES OF CLAIMS. AMERICAN WAY MOVING LLC WILL ACT ON BEHALF OF THE CUSTOMER IN RESOLVING ANY CLAIMS OR DELAY ISSUES WITH THE CARRIER. THE CARRIER MAXIMUM LIABILITY IS LIMITED TO THE LESSER OF THE FOLLOWING: (A) THE AMOUNT OF THE ACTUAL LOSS OR DAMAGE, (B) AN AMOUNT EQUAL TO SIXTY CENTS (60 CENTS) PER POUND MULTIPLIED BY THE ACTUAL WEIGHT (IN POUNDS) OF THE LOST OR DAMAGED ARTICLE; OR (C) THE LUMP SUM DECLARED VALUE.
  5. AS A PROPERLY LICENSED INTERSTATE MOVING COORDINATOR/SHIPPER AGENT/BROKER, AMERICAN WAY MOVING LLC IS NOT A MOTOR CARRIER AND WILL NOT TRANSPORT AN INDIVIDUAL CUSTOMER/SHIPPER HOUSEHOLD GOODS, BUT WILL COORDINATE AND ARRANGE FOR THE TRANSPORTATION OF HOUSEHOLD GOODS BY ANY FMCSA AUTHORIZED MOTOR CARRIER, WHOSE CHARGES WILL BE DETERMINED BY ITS PUBLISHED TARIFF. ALL ESTIMATED CHARGES AND FINAL ACTUAL CHARGES WILL BE BASED UPON THE CARRIER TARIFF, WHICH IS AVAILABLE FOR INSPECTION FROM THE CARRIER UPON REASONABLE REQUEST.
  We are currently reviewing the customers delivery update request and will provide an update as soon as possible. Thank you for your patience and understanding.
  

• Initial Complaint

  Date:02/05/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Jan 6, I was charged $1162.15 for moving service (*********, ** to *********, **). ***** was my sales person for this transaction. After giving ***** my list of items, he gave me an estimate of $2822 for the moving charges total (told me no problem if it changed. As long as it wasn't a piano, I was fine). After signing the bill of lading, the movers came and said American Way was completely wrong in quoting me those charges and that they were extremely under what the price really was for the move. Plus, when the movers came, they had no idea where I was going - no information had been provided to them that I was moving to ********. I had 15 boxes extra/over the original inventory but didn't add up to the final cost being over $3K ABOVE what American Way quoted. ***** had also stated that even if my inventory was not 100% correct, it would fine/no extra costs. Then to find out once the movers came that American Way had tricked me, was complete fraud! I'm filing this complaint plus with the state of **********, my band and many other outlets to get my deposit that I paid this horrible company who cons people.

  Business Response

  Date: 02/07/2025

  To Whom It May Concern:

  We are in receipt of this customer's complaint. We are terribly sorry for any frustration this experience may have caused. We have requested additional documentation from the pick up team to further investigate this situation. We would like to offer $150 in compensation for any inconveniences this may have caused. Thank you. 

• Initial Complaint

  Date:02/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed the bill of lading on February 3 2025. Requested refund for deposit within the 72 hour cancellation period. Have not received a response.

  Business Response

  Date: 02/07/2025

  To Whom It May Concern:

  We are in receipt of this customer's complaint. We are terribly sorry but our files do not reflect any request for cancellation. Per our cancellation policy, all cancellation requests must be provided in writing to ***************************************************************************. We respectfully request that the customer provide time stamped documentation of their cancellation request so that we can further investigate this issue. Thank you. 

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22892086
  
  I am rejecting this response because:

  According the agreement I signed on February 3, 2025, I shortly thereafter submitted a request for refund.

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

  Customer Answer

  Date: 02/14/2025

  Good evening,

  American Way Moving LLC has failed to furnish any documentation to support their claim that I requested a refund outside of the 72 hour window from signing their bill of lading. Do you have any recommendations on how to proceed? Would it be best for me to reach out to my bank and have them assist?

  Business Response

  Date: 02/20/2025

  We again request that the customer provide documentation time stamped following our cancellation policy. Thank you.

  Customer Answer

  Date: 02/22/2025

   
  Complaint: 22892086
  
  I am rejecting this response because:

  I hope this message finds you well. I am writing to formally request a refund for the services provided by American Way Moving LLC. As per the attached documents, I have included timestamped correspondence for your reference.

  The email initiating the cancellation was sent on February 3rd, shortly after signing the Bill of Lading from American Way Moving LLC, also on February 3rd. All timestamps are recorded in Eastern Standard Time (EST). The cancellation email was sent 50 minutes after the signing of the contract, which clearly falls within the 72-hour cancellation window.

  I kindly request that the refund be issued promptly. If this matter is not resolved, I will consider seeking legal counsel to address this breach of contract.

  Thank you for your attention to this matter. I look forward to your timely response.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:01/24/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract for a move and ****** ******** wrote in contract "If move fell through I would g get my whole deposit back" well it fell though and they do NOT stand by their word. so I have to file a bunch of files ( the added money) and I want my money back. I am not rich this is my hard earned money. I have been trying to contact them and no response. Only after I sent forms to them they tried to close this account which they told me was good for 2 years. All I want is what I am owed.

  Business Response

  Date: 02/07/2025

  To Whom It May Concern:

  We are in receipt of this customer's complaint. We would like to request the customer provide written documentation or contracts that support the customer's statement of a full refund guarantee. Our standard cancellation policy has a time limit and once that has been passed the deposit is fully non-refundable. If the customer can provide documentation reflecting otherwise we will investigate accordingly. Thank you. 

• Initial Complaint

  Date:01/04/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 15 Nov 24, as I was looking for a company to move me, American Way Moving called me. I was comparing prices online. I talked to ***** ***** at direct line: ************ and company line: *******************. He reassured me that my moving would be seamless, and that all I had to do was just sip coffee and watch the movers pack up my things. When the movers came on 6 Dec 24, they started changing timeframes, asking for me to be at my new residence before I could, and my sister ended up letting them into the new house. They came delivered very late, and *** *****, the lead mover came in cocky and acted like everything was supposed to be packed already. They put all my big furniture in my garage!! for $10,000. *** *****, the lead mover, the company that American Moving Co. had contracted out to American Choice Vanlines,, to my surprise, told me that I had too much stuff and that I needed another truck, which would cost me 2x as much, and his supervisor kept telling me that I would not get my deposit of $2,668 back if I didn't continue this crazy move. American Moving *** was scamming with them, & told me that I needed to work it out with the carrier. I do not want anyone else to go through this, so this is way I am sending this to the Better Business Bureau. I called ******* ***** today, to talk to him about the injustice that I received at moving with American Choice Vanlines, or Moving ************. (They seem to have a lot of different names). Anyway, they got $10,000 from me to move me and only moved half of my furniture and items and also came to my new house at a very late time, and ended up putting everything in my garage, except for the boxes, which they put where the furniture was supposed to be ********* the living room. That made it very hard for me to get another moving company in there with a ***** to fix everything. It was a total mess, and I ended up paying over $3500 more to get the rest of my things moved, 5 /1,2 hours away.

  Business Response

  Date: 01/13/2025

  To Whom It May Concern:

  We are in receipt of the customer's complaint. At the time of pick up it was determined that the customer required 6000 cubic feet based on all the items they actually had to move rather than the 1600 cubic feet they were provided an estimate for based on their initial list. If the customer does not provide an accurate inventory of the items to be moved then their price will be subject to change based on additional items. We did explain all the options the customer had and they elected a partial move of their items. 

• Initial Complaint

  Date:12/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was contacted by American Way Moving company for an upcoming move I had scheduled. I contracted them on December 11th for a move on December 21st and paid them $1,059.00 - half of the cost of the move. The contract I signed said if I cancelled before three days before the move pickup I would qualify for a full refund. My plans changed and I called and cancelled December 16th, five days before the move pickup. They cancelled the move pickup and verbally agreed to a full refund but did not send a receipt of cancelation or refund. I requested a receipt several times and never heard back from them. I emailed, texted and called customer service and was told to "wait for a call back later". When I did speak to someone the customer service person told me I should have my money within the next day or two and should wait to see direct deposit back in my account. They would shift the dates of my refund everytime I could get someone to speak to me. They blamed the lack of refund on their accounting department but would never give me details or let me speak to someone who could give me real answers about where my money is or why it's being held up. By Dec 28th I called back and spoke to customer service again and was told I could not get a direct deposit and would need to wait again for a paper check to be mailed out. This was again blamed on their accounting department. I asked ilwhy, if the check had been mailed or where it was being sent and she could not give me any information. I've reached out again and my calls are being ignored and none of my texts are being answered and I have not received my refund. It's been over three weeks and I still need my $1059.00 back.

  Business Response

  Date: 01/13/2025

  To Whom It May Concern:

  We are in receipt of this customer's complaint. We do apologize for any confusion as our standard cancellation policy states 72 hours from the time of booking is when the deposit is still fully refundable. With a booking taking place on 12/9 the customer was out of their cancellation window as of 12/12. That would mean their deposit is fully non-refundable. We have submitted a request to billing for a consideration of a refund. Thank you. 

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22750870
  
  I am rejecting this response because: I was informed by multiple parties in customer service from this business that I would be getting a refund for my cancelation. According to these new rules that are NOT in the contract I signed, I was still in the window for cancelation and need a refund for my cancelled service. I reject this new correspondance. 
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 01/24/2025

  To Whom It May Concern:

  Here is the cancellation policy with the customer's electronic signature confirming acceptance:

   

  Electronic Signature:
  I hereby confirm my signature on the following document. By clicking confirm you are accepting all terms and conditions outlined in the policy remarks below on the binding moving estimate, including the cancellation policy. Should you elect to cancel, written notification must be sent to **************************************** no later than 72 hours of electronically signing the American Way Moving Bill of Lading. Cancellation requests received within 72 hours of electronic signature of the Bill of Lading will receive a full refund. Cancellation requests received after the 72 hour ***** period of signing the Bill of Lading are non-refundable, however; the deposit may be applied to a future move with American Way Moving within 24 months (2 years) from the date of the original signed agreement. The 72-hour policy does not apply to any moves reserved within 3 business days of the pick up.
  
  Document Emailed On: Monday, 12/09/2024 01:11:01 PM (ET)
  Document Signature Name: **** *******
  Document Signature Email: *********************************************
  Document Signature Date: Monday, 12/09/2024 01:17:21 PM (ET)
  Document Signature IP Address: ***********
  Internet Browser: Chrome
  ------------------------------------------------------------------------------------

   

  We cannot offer a refund based on that cancellation policy. Thank you.

• Initial Complaint

  Date:12/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  there is a complete ****** up in the down loads with detailed explanation but bottom line the overcharged for the cubic foot moved call me with any questions thanks

  Business Response

  Date: 01/13/2025

  To Whom It May Concern: 

  We are in receipt of this customer's complaint. At the time of pick up the customer's items were assessed and it was determined that the customer required additional space for the items they wanted moved. The carrier provided a revision of cost which the customer signed and agreed to. Per the customer's contract if there are any additional items, services required, or space needed their price is subject to revision. Thank you.

• Initial Complaint

  Date:12/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I entered into a binding contract with American Way, hiring them to transport a specific list of articles from our home to the our new home (from ******** to *****). Our contract was a binding not to exceed contract, meaning they could not charge me more than the total estimated price (4.9K) so long as I provided an accurate list of the articles needing to be transported. Not only did I provide an accurate list at original estimation, their QA team called the week prior to our move once we were completely packed and confirmed that our articles of inventory did not exceed the original binding not to exceed estimate. The day the movers arrived (36 hours before my family of three had to be completely out of our home) American Way Moving arrived and told us that the revised cost to move the same articles of inventory would actually cost over 12K (over 7K more than our binding not to exceed estimate). My family simply could not afford this. The options they provided us on site were to 1. Pay over double for the items to be moved that were included in my binding not to exceed estimate.2. Move one half of the items included in my binding not to exceed estimate and pay my full estimated value.3. Cancel and get a refund We were left with no choice but to cancel, track down a uhaul, beg for friends to help us move a homes worth of articles and drive them cross country. Since canceling and pursuing the refund, American Way have denied their binding not to exceed estimate price according to our always accurate articles needing transport and they have denied our refund request for our deposit (of about 2.5K) and are now no longer answering my phone calls or emails (which gave all been cordial). Because of their refusal to release our deposit. My family is in debt. We need the 100% refund as American Way are operating outside of the terms of our contract.

  Business Response

  Date: 12/23/2024

  To Whom It May Concern:

  We are in receipt of this customer's complaint. Please note that we have corresponded with this customer and already explained why the customer's price increased. The customer signed an estimate that does state if the customer has any additional items or requires additional SPACE the price is subject to change. Based on the description of the items inventoried by the customer prior to pick up they were provided an estimate of 885 cubic feet. Upon the teams arrival and assessment of all items to be transported it was determined that they required ***** cubic feet. The customer was provided the option to go with the revision, take only what fit in 885 cubic feet, or cancel. We cannot provide a refund for a refusal of services based on the customer's signed contract. We are happy to reschedule the customer's move to transport 885 cubic feet worth of items for no additional cost. We will waive the rescheduling fee if the customer would like to move forward with this offer. Thank you. 

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22717082
  
  I am rejecting this response because:

  As seen in the attachment- a screenshot of my binding estimate and associated terms and conditions with American Way, my binding not to exceed price was based off my providing "AMERICAN WAY MOVING LLC WITH AN ACCURATE DESCRIPTION OF THE ***** TO BE MOVED". The terms and conditions clearly state the above as the binding statement for the estimate, NOT the cubic foot estimation figure that American Way provided and then revised day of. American Way kept neglecting this statement in direct correspondence. The above clarification IS the problem here. 
  
  I provided an accurate description of items to be moved (see second attachment screenshot). This list of items was validated by American Way's QA team two days prior to pick up and their QA team confirmed that the estimate should not be changed. This list of items was also validated by the contracted movers American Way hired to pick up the day of our move. These contracted movers, hired by American Way, were blown away that American Way would've provided me an 885 cu ft estimation for the accurate description of items needing to be moved that I provided and they validated. The prevailing message, I "provided an accurate description of items to be moved" as agreed to in our binding contract, American Way provided an incredibly inaccurate cubic foot estimation. They would've most certainly known this at the time time of original contracting. I trusted them as the experts to provide an accurate cubic ft estimation as a byproduct of my accurate description of items to be moved. As the expert, I now know that they most certainly would've known that 885 cu ft would not be enough space to move a 3 bed 3 bath home according to the accurate description of items I included for the estimate.
  
  American Way's bait and switch to include an unrealistically low cu ft value (which I would've never known at the time) and revise the estimate (according to the binding not to exceed list of items originally provided, validated by American Way QA and finally validated by the contracted moving company day of move) was obscenely unjust and out of accordance with our contract. 
  
  They mentioned that they provided me "options" the day of the move. The options they provided me would've resulted in
  1. American Way moving the originally agreed upon inventory list at over twice the contracted binding not to exceed price (this option is outside of the terms and conditions of the contract as included in in the attachment)
  2. American Way moving only half of the list of items included in my binding not to exceed contract at full price leaving my family to somehow move the other half of the accurate inventory list with another provider (this option is outside of the terms and conditions of the contract as included in in the attachment

  Beyond these two options, the American Way customer service team assured me that if I could not elect one of the two options, that they would be sure to help me initiate a refund (which they have not done). They essentially made me feel confident that cancelling was an option and they would provide me a path to a refund. Given we could not afford either of the two moving options provided (which again were both outside of the terms of the contract we both signed) I had to cancel with the trust they would refund me for the deposit of $2,346.78 USD that they demanded. Once cancelling they have been highly unresponsive and merely said "the accounting dpt, that is outsourced did not approve the refund" and haven't responded to calls or emails since.
  
  Two additional problems worth highlighting-
  
  I'd asked ***** of American Way two separate times to confirm that from pickup the move would take 3 days max and that American Way would deliver the items directly. Two separate times ***** confirmed that this was the case and that they only say it could take 3 days max to account for any road closures, weather etc. Upon reading the fine print of the revised estimate (and original estimate provided by American way) day of, the contracted movers were requiring me to sign a waiver that said they had up to 30 days to deliver the goods and the best they could possibly do was 7-14 business days. Not only was this completely not feasible, this was incredibly different than the verbal guidance American Way had provided me before my signing the original estimate. Additionally, American Way had verbally committed to direct delivery. When the contracted movers showed up they mentioned the items would need to be unloaded in a warehouse, moved again by other movers, unloaded in another warehouse near destination and loaded again, all by different contracted movers and storage facilities. This couldn't have been different than the guidance verbally confirmed by ***** in the sales process.
  
  Lastly, upon escalation of this estimate, American Way intentionally removed electronic access to the binding and signed contract making it extremely difficult for me to access the terms and conditions we both agreed to and to hold them accountable for their actions. Fortunately I had screenshotted every single page prior to their intentional removal of access.
  
  Due to all of the above, I remain confident that the only appropriate resolution, given American Way were operating far outside of the terms, is to execute a 100% refund of our deposit. Please confirm this will be accomplished.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 01/13/2025

  To Whom It May Concern:

  We are in receipt of the customer's response. Please note that the customer's contract does state that the price is subject to change if there are additional items, additional services required, or additional space/weight. Because the customer required additional cubic footage their price did reflect an increase. We are unable to offer a refund in full based on our cancellation policy but would like to offer a partial compensation in the amount of $250. Thank you.

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22717082
  
  I am rejecting this response because:
  
  As per our BINDING NOT TO EXCEED contract and it's Terms & Conditions that American Way wrote and signed, as highlighted in previously included screenshots, my only responsibility as a customer was to provide an "accurate description of the items to be moved". I did this and American Way validated this via their QA team. How that accurate description of items to be moved corresponds to a cubic foot value / space requirement is entirely up to the expertise of American Way Moving, I was entirely unable to influence that value any further than providing an accurate description of items to be moved.
  
  The only possible conclusions for American Way providing me a cubic foot estimation so astronomically below the real required value were 1. They intended to bait me in with a low total price and then gauge me the day of the move while in a vulnerable place of need when my other options were so extremely limited or 2. Their system / software to map an "accurate description of items to be moved"(which, again, I provided and was validated by **** of American Way's QA team and the contracted movers hired day of) made a massive mistake. I SINCERELY hope that it is the latter, however, either way, American Way are the only party that did not uphold the terms of the contract and as a byproduct, they could not carry out the job we'd both agreed to.
  
  Any other claim American Way makes is false and deceptive. The offer to repay me 10% of what I am rightfully owed is downright disrespectful and insulting. I am rejecting this response and require a prompt 100% refund. The terms and conditions could not be clearer, which I presume is why American Way have removed digital access to the contract in hopes that I hadn't already screenshot all of the content to hold them to the terms.
  
  BBB- for the sake of my family, now in debt due to American Ways business behavior, please hold American Way accountable to their actions.
  
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 01/24/2025

  To Whom It May Concern:

  The "binding not to exceed" is based on the cubic footage. If the customer exceeds their cubic footage their price will increase. In the same section of the contract it also states if the customer has any additional items, space and/or weight needed, or services required their price is subject to change. Thank you. 

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22717082
  
  I am rejecting this response because:
  
  This statement is outright false. Please reference the attached screenshot of the terms and conditions we agreed to (again, that they purposefully removed digital access to prevent me from holding them accountable to them). The attached screenshot, section 9 of the terms and conditions states word for word " customer has elected a binding not to exceed price, the total cost will not exceed the estimated amount; provided however that the customer provides ********************** with an accurate description of the items to be moved.."
  
  The only stipulation was that I the customer provide ********************** Way with an accurate description of items to be moved. Which again, for the third time, was validated by American Way's QA team within 24 hours of pickup and was also validated by the contracted movers the day of pick up. Validated meaning, I had each party confirm that the accurate list of items I provided when signing the T&C's and received a corresponding binding not to exceed estimate, was the same accurate list of items within 24 hours of moving and on the day of pickup. 
  
  The binding not to exceed estimate was not based on your corresponding cubic foot estimation (that was clearly and deliberately falsified) it was based on the "accurate description of items to be moved." The document is incredibly clear on this manner.
  

  Please confirm you will action the 100% refund we are due. BBB, I hope it is clear that American Way are not operating in good faith of the contract we signed and beyond this have skirted responsibility over the severe damage they have caused to our family. Each subsequent response and false claim is further and further damaging to this high stakes financial debt they have so casually placed us in. The longer this is dragged out, the larger the burden American Way are placing on my family. We trusted them and so wish we had not.
  
  Sincerely,
  
  ****** *****