ComplaintsforAmerican Way Moving LLC

• 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

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company gave me a binding estimate to move my belongings of $5570.10. I was very accurate in items needed to move and even removed 4 fairly large items prior to move. The company they hired to move me then charged me $10,424 after they put my belongings in their truck

  Business response

  07/29/2024

  I have requested the paperwork from pickup to look over the additional charges at the time of pickup. 

  Customer response

  08/05/2024

   
  Complaint: 21886026
  
  I am rejecting this response because: When I called them to complain June 7th. They were supposed to return my call and never did and it has now taking them another 2 months to even respond.
  
  Sincerely,
  
  *** ******

  Customer response

  08/05/2024

  They are lying they never requested any information from me. In fact, this is the first time they even responded since June 7th. And I wrote this complaint over a month ago.

  ***

  Business response

  09/03/2024

  According to the carrier's paperwork, there were 170 items, compared to the 135 items listed on the original estimate. Adding more items at the time of pickup can result in a variance from the initial estimate. Additionally, if items are larger than originally anticipated, this can also affect the estimate, as our pricing is primarily based on the size of the items being moved.

  Customer response

  09/18/2024

   
  Complaint: 21886026
  
  I am rejecting this response because: according to the household inventory they added a lot of items and furniture I did not even own.  Here is a copy of the letters I sent to both companies in regards to this matter.
  
  Sincerely,
  
  *** ******

  Business response

  10/03/2024

  The paperwork is signed to confirm that all items have been loaded and that the inventory is accurate. Please find the attached paperwork, which includes signatures acknowledging the accuracy of the inventory at the time of pickup and confirming acceptance upon delivery.

  Customer response

  10/03/2024

   
  Complaint: 21886026
  
  I am rejecting this response because: That is not my signature that I received these items someone else signed it. Like my letter to them they did not label anything or write down what they were loading until after they loaded everything. They should have wrote what they were loading at the time they were loading it and I should have also witnessed it. Again, no communication about what they were unloading and item for me to check it was received.
  
  Sincerely,
  
  *** ******

  Business response

  10/03/2024

  We have reviewed the delivery documentation and noted that the individual present at the delivery location completed the process and accepted the items, acknowledging that they were receiving the correct belongings.
  However, in the interest of customer satisfaction, we would like to offer a compensation of $100 as a gesture of goodwill to help settle the matter. We hope this resolves any lingering concerns and appreciate your understanding throughout the process.

  Customer response

  10/04/2024

   
  Complaint: 21886026
  
  I am rejecting this response because: They overcharged me $4853.90 and then forged my signature to claim they did not.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6/1/24 I had contacted several moving companies. I went with American Way Movers out of *************, **. *******************************, Location Specialist was my contact person. At one point I spoke to one of the owners and assured I would be taken care of due to the urgent need to relocate back home due to health issues with my mother in law. He had assured me there would be 3 men arriving and one would have a tablet to take pictures and insure no damage or issues. He even discounted me $700, just to helpCameron got a rough idea of what we had to move and told me someone from dispatch would call to get specifics. That person called to which I was told not to worry about it because I have less than what I started out with it would wash out. He too didnt get an itemized list as he told me the next person calling would do that. That persons name was *** who also didnt get details of our contents. I kept asking and was told not to worry about it. The day of the move 6//12/24 2 twenty yr olds showed up mid morning with a truck that had a blown rear tire, no lift, no hydraulics to lower the truck, no identification on the sides of the truck, no pull out ramp, broken windshield and the license plate zip tied to the front of the truck with no rear plate on. They were wearing crocks and not sneakers or boots. They were so small the wind could have blown them away and every time they spoke to *** they werent speaking in English. To their defense they were polite and really sweet. Plot twist is that I wasnt told this move was going to be subbed out. This company is Unlimited Moving and Storage. I was first quoted under 3k door to door. After waiting over an hour we were quoted 4K that day and 4K when they deliver! ******* wouldnt take my calls, customer service was told to call me. By the end of it I told them to leave and requested my deposit back. BECAUSE I REFUSED THE PICK UP- I forfeit my deposit. True Veterans dont s**** over people! Good marketing horrible business!

  Business response

  07/29/2024

  ******,

  ******,
  It is noted on your signed estimate that you waived your right to a visual or virtual estimate at the time of booking. Our estimates are based on the space required within the truck and any additional charges incurred, such as packing supplies. Therefore, we request that you provide as accurate and detailed information as possible at the time of booking. If not otherwise informed, our estimates are based on standard-sized furniture. Annually, we invest significant time in researching and updating the average sizes of standard furniture to ensure our estimates are as accurate as possible when customers do not provide detailed information.
  At the time of pickup, it was noted that there was approximately ******* additional cubic feet of space required. This may have resulted from items being larger than standard, necessitating additional space in the truck. The driver must present the worst-case scenario before loading if they believe more space might be required. If the additional space is not needed or overestimated, the price will be adjusted to reflect the actual space occupied. You always have the option to adhere to the originally estimated space. Given the small amount of additional space forecasted by the *******, it is likely that almost everything, if not everything, would have fit within that space, with the driver adding a buffer to be cautious since they cannot charge additional fees after loading has commenced.
  As per the contract, if the movers attempt to service the move, we are unable to issue a full refund of the deposit as the funds associated with it have already been allocated towards the initial costs of the move. However, we would like to offer you a refund of $200.

   

  9. CUSTOMER HAS ELECTED A "BINDING TO NOT EXCEED" PRICE, THE TOTAL COST WILL NOT EXCEED THE ESTIMATED AMOUNT; PROVIDED, HOWEVER THAT CUSTOMER PROVIDES ********************** WITH AN ACCURATE DESCRIPTION OF THE ***** TO BE MOVED AND THE SERVICES TO BE PERFORMED. CUSTOMER HAS REQUESTED TO HAVE AN ESTIMATE PROVIDED FOR HIS/HER HOUSEHOLD GOODS RELOCATION, IN ACCORDANCE WITH 49 CFR 371.113(C)(1), CUSTOMER AGREES TO WAIVE A PHYSICAL SURVEY OF THE HOUSEHOLD GOODS, AND ALTERNATIVELY AGREES TO RECEIVE A BINDING TO NOT EXCEED ESTIMATE BASED UPON THE SHIPPER PROVIDED ITEM LIST OF PROPERTY TO BE TRANSPORTED. IF ANY ADDITIONAL PIECES, PACKING SERVICES, WEIGHT OR LABOR SERVICES ARE ADDED AT THE ORIGIN OR DESTINATION TO THOSE QUOTED, THE CUSTOMER SHALL BE CHARGED FOR THESE SERVICES AT THE GOVERNING TARIFF RATES. CUSTOMER UNDERSTANDS THAT ********************** HAS A 2100 LBS MINIMUM ON ALL SHIPMENTS. ANY SHIPMENT BELOW 2100 LBS. WILL BE CHARGED AT THE 2100 LBS RATE. THE PRICE INCLUDES ALL FUEL SURCHARGES, TOLLS, LOAD AND UNLOAD, BASIC DISASSEMBLY AND REASSEMBLY OF STANDARD FURNITURE *****, UP TO 75 FEET OF LONG CARRY AT ORIGIN AND DESTINATION AND 1 FLIGHTS OF STAIRS. ELABORATE FURNITURE ***** THAT NEED TO BE DISASSEMBLED AND/OR REASSEMBLED MAY REQUIRE 3RD PARTY SERVICING OR ADDITIONAL LABOR AND SHOULD BE DISCLOSED TO YOUR ESTIMATOR AND INCLUDED IN YOUR ESTIMATE. DISCONNECTING AND/OR RECONNECTING OF APPLIANCES IS NOT INCLUDED IN THE PRICE. REASSEMBLY IS SUBJECT TO THE AVAILABILITY OF TOOLS AND/OR ALL PARTIES BEING AVAILABLE. THE PACKING AND UNPACKING OF BOXES IS ONLY INCLUDED IN THE PRICE IF IT IS ITEMIZED IN THE PACKING AND UNPACKING SECTION OF YOUR ESTIMATE; ALL MATERIALS/LABOR FOR UNDISCLOSED ***** WILL BE EXTRA.

   

  
  20. AS THE CUSTOMER, I AGREE THAT ANY REFUSAL OR DENIAL OF SERVICE, EITHER VERBALLY IN PERSON OR OVER THE PHONE, WILL BE TREATED AS A LATE CANCELLATION MADE OUTSIDE OF THE CANCELLATION WINDOW. I UNDERSTAND THAT NO REFUND WILL BE ISSUED IF I REFUSE OR DENY SERVICE ON THE DAY OF PICK UP. IF I CLAIM THAT SERVICE WAS NOT RENDERED, I MUST PROVIDE NOTICE OF ANY SERVICE FAILURE MADE BY AMERICAN WAY MOVING LLC, IN WRITING TO ****************************************.

   

  Customer response

  08/09/2024

   
  Complaint: 21852801
  
  I am rejecting this response because:

  ****** Is not my name.
  Attached is the out the door price quoted to me. 
  There was no ******* present for this move it was two young Georgian early 20s who communicated on the phone speaking in their native language to their boss.
  I was told I was to pay $4000 in CASH to these to young men who had zero ID, had a truck with a flat tire, who didnt know the tires was flat; until my husband showed them, and they were going to get it changed after their loaded our things.
  We had less than what was listed on the estimate and it fit all in a 16ft U-Haul.
  Due to the increase of expense and requesting cash we declined. I called ******* who didnt take my calls to calling and speaking to ***** and ******** to which I was told because I refused the move I forfeited the deposit. Ive contacted the ******************** The ***** for fraud, ***************** US DOT and Im just getting started. 
  You subcontracted this move to a company who was in direct contact with your company. After it was said and done it was going to be $8,000 to move our things with it all being paid in cash. Pretty sure the *** frowns upon this type of thing since youre a registered business. The state of ******* might also have some issues and concerns about this too. The fact remains the young men showed us nothing to support who they were working for, where our things was going to be stored at, and alls they wanted was cash in hand. I have verbally requested my deposit to be returned to me. Ive put it in writing after the verbal request. I am now requesting via this complaint to get my deposit back. I have attracted the receipt of the paid deposit I paid and the OUT the Door quote by your guy to support how your company or the subcontractor was price gouging me, avoiding paying taxes on funds collected for this Business Transaction and illegal collecting the funds. I will continue with my complaint. 
  

  Pictures wont load, but I have them 

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

  Business response

  09/03/2024

  I see there was an estimated increase from 923 to ***** cubic feet in the worst-case scenario. Before loading, the driver is required to provide this worst-case estimate based on a visual inspection of the items onsite. If the actual volume is less than the revised estimate, the driver will adjust the charges accordingly to reflect the accurate cubic footage.
  Regarding payment, please note that cash is a legally accepted form of payment in the *************, as issued by the **** Treasury. This is specified in your contract and listed on your estimate as an accepted form of payment. You will receive a receipt for your payment for your records and confirmation of the funds received.
  I apologize for the name mix-up; it appears autocorrect made a change that I did not notice.

  Customer response

  09/05/2024

   
  Complaint: 21852801
  
  I am rejecting this response because: your company is a fraud!

  1. Any business that demands cash over $1000 is avoiding paying state and federal taxes. Youre not a non profit company. 

  Its this simple, you refuse my $1000 refund and Im demanding it back. 
  2. paid the deposit online under a secured website. This was not an option for me the day of the pick up. 

  3.The fact remains i was told to pay $4,000 for the pick up and another $4,000 upon delivery. That was a total of $9,000! Only $1000 is traceable for state and federal taxes.

   4.So you are correct it is a form of payment, but there are also laws for business to follow in the amounts you're collecting in cash.

  5. Im not the first and I wont be the last; unless proper agencies are notified and alerted to which I am currently doing. 6.

  6. American Way Movers representing our Veterans and treating customers in the way they do by subcontractor companies they find is 100% disrespectful to Veterans.
  7. This will not go unmentioned in all the complaints Im filing. Unfortunately, I cant add the other company because they didnt give me their name as they represented them selves being American Way. 
  Ive got nothing, but time because Ive already lost my deposit based on the refusal to refund me. Lucky for you Ive got lot's of time and motivation to make sure the consumers and agencies know about my experiences with this company.
  
  In closing, Im requesting my deposit back. 
  

   

   

   

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

  Business response

  09/05/2024

  Generally, sales tax is not applicable to services. However, all payments received are recorded and reported in full compliance with federal and state tax laws. It seems that your assumption regarding non-compliance is unfounded, as there is no factual evidence to support such a claim. Every business is required to have an Employer Identification Number (EIN) for tax purposes, which is also provided to the Department of Transportation (DOT) in order to obtain a license to operate.
  Not all local carriers accept credit cards, and according to USDOT and FMCSA regulations, they are not obligated to do so. Many of these carriers are small, local owner-operators, and credit card processing fees can place a financial strain on their operations. Therefore, they are only required to accept legal U.S. tender, though some may offer alternative payment options such as Venmo.
  Additionally, the paperwork you sign at pickup and delivery, known as the Bill of Lading, outlines all accepted payments. This document is required to be kept on file for a specified period, in accordance with DOT regulations, and is subject to regular audits. As per our previous responses as outlined in the estimate you are not eligible for a full refund of your deposit, but the previous offer of $200 is still valid. 

  Customer response

  09/06/2024

   
  Complaint: 21852801
  
  I am rejecting this response because: I did not sign documents for the broker you sent to my home. I signed documents for American Way Movers. You are telling me you can keep my deposit because I refused services which I did, but with the broker and not American Way Movers. 
  When I called to discuss this concern ******* didnt return my calls. I spoke to ***** a few times and she represented this move as it was with American Way Movers to justify withholding my deposit for my refusal of services. Brokers are hired out and not a part of said company therefore, I will refuse the offer of the $200 refund and once again demand my full $1000 deposit refunded to me.
  

  in closing your efforts to assure me your business is on the up and up- Ive read the laundry list of complaints on your company all similar to mine. Difference between them and me is I work for a law firm. I know exactly where to go and what to do to shed light on your company. All because you dont want to return my deposit. 
  

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

  Customer response

  09/07/2024

  I stopped dealing with your company when the Broker came to my home. I will say this again, I will not accept $200 you offered. I wand my full deposit for $1000.

  Any and all signed documents was with American Way Movers. I was never informed by anyone in this company about the Broker. I was not told the name of this company or where my belongings would be stored. Your company misled me the whole time. I did not sign the bill of laden for the No named broker who would have custody of my belongings. The break down was not $4k COD and not another $4k COD!  

  The movers didnt speak English while they were discussing my belongings and my money! You company lied to me the whole time and misrepresented the job I was told I would get. The truck had no identification on it, the tire was flat, the movers had no identification movers have, nor were they dressed as movers. Movers dont wear Crocs!  I had spoke with one of the owners who gave me his word and detailed how this move would work- nothing he told me happened!
   Your company has a history of doing this to customers and worse. It only cost me my deposit to which you owe me. 

• 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

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BOL# ******* On 4/222024 I spoke with a very friendly gentleman who helped walk me through my move for my father who had been hospitalized after a fall and then put into nursing care. *********************, said he understood and really took the time to go through everything with me. The way it was left with him, I was led to believe that I would be sitting back and the movers would take care of everything, packing, loading, moving across country and unloading. We "overestimated" they would need 43 medium and 57 large boxes, I guess maybe I was naive in believing they would be packing. Since then I have been told I was supposed to have packed that many boxes. The movers came a day after I was told, on May 4th. They went through the house, I showed them what was to be left and what was to be packed. He then brought me a new bill for almost $8000 more than the original $6900 because it was going to take so much longer. I asked if they did not have enough boxes, they told me they had tons of boxes but my quote only covered $500 of packing so I would not do. After several conversations with American Way and the sub they hired, the movers came to me and said they could not do my move, I even stated that I would remove some of the things they didn't want to take. They said they were leaving and I had been told "everything wrong from A to Z". I did get rude with them and was in tears. I called and was informed by ****** that they would return to do my move. I received no call back and after an hour I called him back. I was told they would not work with me because I was rude and "tried to hit them" (I'm a 55 year old woman, they were young men). He said they may be able to get someone else in a day or two. I received another call stating it would not be until 5/9 or 5/10 that they could return. I was scheduled to leave on 5/7 and could not extend my trip so I said cancel, now they will not refund my money. Their company cancelled first on 5/4, I should be refunded!

  Business response

  07/29/2024

  *********,

  *********,
  It was noted that additional space was required at the time of pickup. If there are more items or if items are larger than originally estimated, the driver must assess the worst-case scenario. According to the contract, there will be fees associated with any packing or additional charges incurred at the time of pickup. The driver is required to inform the customer of the worst-case scenario before loading the truck. If the actual space used is less than the revised estimate, the price must be adjusted to reflect the space actually occupied. They must present the worst-case scenario as they cannot increase the price once loading has commenced. Customers always have the option to stick with the originally estimated amount of space.
  Additionally, the carrier informed us that the crew felt uncomfortable at the time of pickup due to the nature of the treatment they received. It is important to note that they have the right to not be threatened with violence or subjected to vulgar and obscene behavior, just as everyone does.

  9. CUSTOMER HAS ELECTED A "BINDING TO NOT EXCEED" PRICE, THE TOTAL COST WILL NOT EXCEED THE ESTIMATED AMOUNT; PROVIDED, HOWEVER THAT CUSTOMER PROVIDES ********************** WITH AN ACCURATE DESCRIPTION OF THE ***** TO BE MOVED AND THE SERVICES TO BE PERFORMED. CUSTOMER HAS REQUESTED TO HAVE AN ESTIMATE PROVIDED FOR HIS/HER HOUSEHOLD GOODS RELOCATION, IN ACCORDANCE WITH 49 CFR 371.113(C)(1), CUSTOMER AGREES TO WAIVE A PHYSICAL SURVEY OF THE HOUSEHOLD GOODS, AND ALTERNATIVELY AGREES TO RECEIVE A BINDING TO NOT EXCEED ESTIMATE BASED UPON THE SHIPPER PROVIDED ITEM LIST OF PROPERTY TO BE TRANSPORTED. IF ANY ADDITIONAL PIECES, PACKING SERVICES, WEIGHT OR LABOR SERVICES ARE ADDED AT THE ORIGIN OR DESTINATION TO THOSE QUOTED, THE CUSTOMER SHALL BE CHARGED FOR THESE SERVICES AT THE GOVERNING TARIFF RATES. CUSTOMER UNDERSTANDS THAT ********************** HAS A 2100 LBS MINIMUM ON ALL SHIPMENTS. ANY SHIPMENT BELOW 2100 LBS. WILL BE CHARGED AT THE 2100 LBS RATE. THE PRICE INCLUDES ALL FUEL SURCHARGES, TOLLS, LOAD AND UNLOAD, BASIC DISASSEMBLY AND REASSEMBLY OF STANDARD FURNITURE *****, UP TO 75 FEET OF LONG CARRY AT ORIGIN AND DESTINATION AND 1 FLIGHTS OF STAIRS. ELABORATE FURNITURE ***** THAT NEED TO BE DISASSEMBLED AND/OR REASSEMBLED MAY REQUIRE 3RD PARTY SERVICING OR ADDITIONAL LABOR AND SHOULD BE DISCLOSED TO YOUR ESTIMATOR AND INCLUDED IN YOUR ESTIMATE. DISCONNECTING AND/OR RECONNECTING OF APPLIANCES IS NOT INCLUDED IN THE PRICE. REASSEMBLY IS SUBJECT TO THE AVAILABILITY OF TOOLS AND/OR ALL PARTIES BEING AVAILABLE. THE PACKING AND UNPACKING OF BOXES IS ONLY INCLUDED IN THE PRICE IF IT IS ITEMIZED IN THE PACKING AND UNPACKING SECTION OF YOUR ESTIMATE; ALL MATERIALS/LABOR FOR UNDISCLOSED ***** WILL BE EXTRA.

   

  
  Understanding Your Estimate
  This is an agreement between the customer listed above and **********************, based on the information provided by the customer. **********************, put this agreement together based on the list of items provided by the customer and services requested coed at the time this estimate was prepared. Your price may change based on the agreed-upon rate per pound and/or cubic feet if you add any additional items and or should your move require any additional services.
  
  This estimate includes the following:
  
  
  Professional Door-to-Door service.
  Expert advice and guidance throughout the course of your move.
  Disassembly of all standard furniture required for safe movement at the origin.
  Reassembly for all items disassembled by the movers on the day of pick-up at destination.
  Wrapping of all furniture with quilted moving blankets.
  Itemized inventory indicating condition at origin of items.
  Loading & unloading of all goods.
  All transportation, taxes, tolls, mileage, and fuel surcharges.
  Standard cargo protection up to $10,000 based on 0.60 cents per lb. per article; if selected at the time the estimate is prepared, estimated cost of the full value protection option at varying deductible levels (these are only estimates and the actual cost is determined by your selection on the *************************** of lading according to carrier's tariff).
  No elevator charges.
  No charge for packing tape and moving pads.
  No date change penalties for requests that are made 5 business days prior to the first available pickup date.
  Additional fees and ******************** (if applicable to the move):: 
  If not included within the agreement, professional packing services are not included. However, it is at the discretion of the mover at the time of pickup to determine if items will require professional packing services. In these instances, additional charges will be applied. These items include but are not limited to the following: televisions, mirrors, glass tabletops, wall art, contents within dresser drawers, etc.
  Packing supplies, such as bubble wrap, shrink wrap, boxes, etc. are not included
  Items being transported that are non-stackable, are considered Bulky items. A Bulky item charge will apply for those non-stackable items, as deemed by the mover at the time of pickup. 
  If there is more than one flight of stairs at your origin and (or) destination which require the movers to transport items beyond the first flight, there will be a charge of $75 per additional flight. There will be no charge for the first flight of stairs at either the origin or destination.
  Most movers within the AMERICAN WAY MOVING LLC network perform the pickup and delivery using a tractor trailer (18 *******). Drivers must have the ability to park within 75 feet at both the origin and destination points to avoid long carry charges. Depending on the size of the job, long carry charges start at $150.00. If the tractor trailer cannot park within a reasonable distance, shuttle services may be required. ******* services begin at $300.00.
  

   

  Customer response

  08/05/2024

   
  Complaint: 21704842
  
  I am rejecting this response because:  While it was a very good response, it does not address the fact that I paid a deposit for services of $2753.00 and all I received was an additional quote for $8000 more dollars on top of the $6900 I had originally agreed to.  Then after speaking with the driver and your firm, the driver left and said he would not return because I was rude.  I did not cancel the service and in fact even asked if they could just take what they believed to be in the "contract".  I received nothing in return for my deposit of $2753, you did nothing to earn that money and then left me high and dry.  In fact, while I was also dealing with my ill father and trying to get his affairs in order...I was taken advantage of in a time of need and left to work it out on my own, without the $2753 I paid you for you to not deliver anything but a cold slap in the face!

  Was I rude, yes *** I needed for this company to do what they promised, and they tried to take over $14000 from me to move a three-bedroom house.  Did I threaten anyone, absolutely not, I practically begged for them to just take what they could.  If this is how you treat all elderly customers, you should be ashamed of yourselves.
  
  Sincerely,
  
  ***************************

  Business response

  09/03/2024

  As per the estimate and the Bill of Lading if cancellation is received outside of the 72 hour window from signing or at the time of pickup the deposit is nonrefundable. 

   

  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: Saturday, 04/20/2024 01:20:34 PM (ET)
  Document Signature Name: ***************************
  Document Signature Email: **********************
  Document Signature Date: Saturday, 04/20/2024 01:29:00 PM (ET)
  Document Signature IP Address: **************
  Internet Browser: Safari
  ------------------------------------------------------------------------------------

  Customer response

  09/03/2024

   
  Complaint: 21704842
  
  I am rejecting this response because: I could accept this IF I was the one who cancelled this move. However, I did everything but beg the movers to take whatever they could fit and they refused. When I called to tell you, you said you would get them back  then called and told me they wouldnt come back. Your freight company cancelled. I did not!  You did absolutely nothing to help me move my hospitalized fathers house but put me in a situation to have to pay someone else. $2753 out of my pocket for absolutely nothing!
  
  Sincerely,
  
  ***************************

  Business response

  09/03/2024

  The carrier made multiple attempts to resolve the situation on-site, but the increasingly unprofessional and hostile behavior, including an attempt at physical harm, made it unsafe for them to remain. Despite offering to return and complete the service, the carrier ultimately had to prioritize their safety due to the inability to have a productive conversation with the customer.

• 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. 

• Initial Complaint

  02/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  -Date of transaction was: 01/16/2024 -$1,403.87 -They commited to provider TRANSPARENT, affordable, expereince based service to help us move across the country -that they commited to a service that was NOT provided, I asked them multiple times if "american way" movers would be moving us. and if the vehicle that arrived would be the one that delivered out items. neither did american way moving show up but they also moved my stuff from one truck to another in ********* which I did not consent to. Oasis moving and storage in *********, ** was the company that moved **. And I will be filing a negligence complaint on them too. -once the American way moving received final payment, they are no longer responding to me.-order number G3547460 (Dot: ******* MC: 1396743)-Google search is how I found them, and they don't have ****** reviews opened meaning, I can't leave a review and warn other people. when you call them, they claim they have unmatched service and a "flawless" 5 star review. which my experience was NOT 5 star it was less than 1.

  Business response

  04/09/2024

  As explained when booking American Way Movers is a moving broker. All information regarding the carrier is disclosed during the booking process. 

  Customer response

  04/10/2024

  My response to their response- NO ONE! ever told me they were a brokerage and in addition to that, NO ONE. Ever told me that my stuff would b packed into one truck, hauled to ********* where it was moved (without my supervision ) into another truck then hauled across the ***. They also told me 3-5 day delivery but the other company that showed up told me that was a lie and it could take up to 21 days. 
  

  they dont tell you everything you need to know. And then when I called them to express frustration all they had to say was its in the contract, you should have read that better. Then stopped responding to me. 
  

  I would love for this complaint to be a civil lawsuit so I could subpoena the calls and prove to you at the BBB how shady these people are. 

  Customer response

  04/11/2024

   
  Complaint: 21354623
  
  I am rejecting this response because:

  My response to their response- NO ONE! ever told me they were a brokerage and in addition to that, NO ONE. Ever told me that my stuff would b packed into one truck, hauled to ********* where it was moved (without my supervision ) into another truck then hauled across the ***. They also told me 3-5 day delivery but the other company that showed up told me that was a lie and it could take up to 21 days. 
  

  they dont tell you everything you need to know. And then when I called them to express frustration all they had to say was its in the contract, you should have read that better. Then stopped responding to me. 
  

  I would love for this complaint to be a civil lawsuit so I could subpoena the calls and prove to you at the BBB how shady these people are.
  

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

• Initial Complaint

  01/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Was told refund was issued for job that was cancelled within the time frame aloud but never received check. When I call they say they can't do anything about it, post office lost it and they hang up on me. I asked them to stop payment and re issue payment but they hang up.

  Customer response

  02/12/2024

  Do you have any response from American way movers, if not what else can I do?

  Customer response

  02/12/2024

  Received this email today

  Customer response

  02/12/2024

  I responded it was within the 72 hour window for refund and its been past 16 days for post office, please help resolve this and stop payment and reissue check

  Business response

  02/13/2024

  As previously discussed, the processing of the refund request *** take up to 30 business days. According to the terms outlined in the contract you entered into with American Way, all cancellations must be submitted in writing to **************************************** within 72 hours of booking to qualify for a refund. Unfortunately, the customer in question failed to request a cancellation within the stipulated time frame to be eligible for a full refund of the deposit.

  Customer response

  02/14/2024

  Shows date on check sent and email states cancelled on the 8th, thats with 72 hours. I was never told when spoke to them to send it in writing. They said it was cancelled and mailed out check, they were lying about that. What can i do next?

   

  Customer response

  02/14/2024

   
  Complaint: 21220857
  
  I am rejecting this response because: Shows date on check sent and email states cancelled on the 8th, thats with 72 hours. I was never told when spoke to them to send it in writing. They said it was cancelled and mailed out check, they were lying about that. What can i do next?
  
  Sincerely,
  
  ***********************************

  Business response

  02/21/2024

  Correct your request was submitted into billing on or around the 12th for the refund to be processed. No where in the communication does it state that it would be mailed nor received within 72 hours. 

  Customer response

  02/22/2024

   
  Complaint: 21220857
  
  I am rejecting this response because: there just jerking everyone around, i will continue to leave terrible reviews. Looser company
  
  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. ↩