ComplaintsforUSA Family Moving Of Atlanta, LLC

• Initial Complaint

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company recently hired a mover who has serious violent charges in *************. The mover was also recently indicted on these violent charges.

  

  Business response

  06/03/2024

  To Whom It May ***************** do not have any customer record with such Name, Phone Number, nor Email address. 

  Per my review of the complaint it appears that this fictitious person has an issue with one of our employees and has chosen this venue to air or share their concerns.

  We will not partake in this activity. The person or persons involved in this need to speak directly to ************************ about their grievances and/or communicate their concerns in a legal form and manner.

  We apologise for wasting your time.

  E. De ********

• Initial Complaint

  02/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I hired *** Family Moving to pack my household goods into a 26 foot truck on 1.26.24. Although I had provided packing blankets, the crew chief insisted mine were inferior and in an insufficient quantity, so I agreed to purchase 30 paper pads at $7 per piece. Once we drove to **************, I had a second crew unpack the truck on 1.27.24. The second crew voice their opinion to my roommate concerning the lack of care that was taking in protecting my furniture, citing the absence of cover materials to include an unopened bundle of blankets which I provided; however, I was not made aware of the concern until the truck was unloaded. I made *** Family Moving aware that the purchased paper pads were not used and requested a refund. I provided an affidavit by the second moving company which support my claim and a couple of pictures taken of items that had not yet been unwrapped. I received the final response from the Office Director, ******, in which she called me a liar and I quote "Both you and I know that the 30 paper pads you purchased were used." and offered compensation for 5 paper pads for the 2 items that were not padded (meaning the two items of which I was able to provide pictures) in the amount of $37.50 ($7.50 cost per paper pad X 5). $210 dollars will not break me, but the insult and the minimal offer have prompted me to take this action; I don't want others to fall victim to the dishonest and unscrupulous treatment I received from this business.

  

  Business response

  02/26/2024

  To Whom It May **************** am in receipt of ****************** complaint. 

  Firstly, I would like to apologize to **************.

  I truly believe that this escalated to this point unnecessarily. I have spoken with ****** about the comment she made "Both you and I know that the 30 paper pads you purchased were used." ****** advised that she personally spoke with ************** the day of her move and both of them discussed and came to an agreement to have ************** purchase 30 paper pads and from there ****************** rental pads would be used once the 30 purchased paper pads were used and/or ************** would purchase additional paper pads. 

  ****** advised that she had yet to review and/or proof read her response to ************** before she sent it. ****** is very apologetic about this and ensures me that her intentions were not to upset **************. She just had yet to complete the full sentence she intended to use.

  To resolve this sooner than later I have reviewed the email exchanges between ************** & ****** along with the system notes and can see why ****** offered the credit in question. ****** based it on the mover's comments and the pictures provided. However, to make this right I will provide ************** with a 50% refund on the paper pads purchased.

  Total Pending Refund to be issued upon approval is $101.25 (breakdown provided below):

  30 paper pads @ $7.50 per= $225.00 - $22.50 (for 10% discount which was provided to **************)= $202.50

  50% of $202.50= $101.25

  In closing, I extend my apologies to ************** as well and hope that this will set her mind at ease and know that all of this was just a sad mistake.

  Looking forward in hearing from you to resolve ****************** concerns sooner than later.

  Success & Blessings,

  E. De ********

   

  Customer response

  02/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is one that I will accept to finalize my business with USA Family Moving of Atlanta, but by no means is it satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So, LET'S TALK ABOUT THE WORST MOVING COMPANY EVER IN EXISTANCE!!! My mother hired USA FAMILY MOVING OF ATLANTA, LLC to move out of her home 2 Fridays ago. On Monday evening, we received a confirmation call of her move for the next business day which was Tuesday. Upon listening to the conversation of the confirmation so things came into question. The major of what was questioned was paying for a move prior to the delivery of furniture to the new home. This did not sit right with me. It seemed to be holding her furniture, HOSTAGE, before delivery. How do you pay for something that is not complete? Well, I interceded in the conversation with a question of this and whether this was in her contract. Oh, I forgot to mention she did NOT have a contract! But they had collected a deposit of $259.00. We then asked to speak with the gentlemen who came to the home to do the assessment who also made excuses for why she had to pay upfront. Then we received another call from a rude gentleman who talked down to us and who was very negative about the entire ordeal. Telling us that we should have read the contract. Again, the contract that did not exist. And that GEORIGA LAW says they can collect and hold furniture. I asked for that law. He told me to look it up. I felt at this point we were being racially profiled. And I stated that to him. His response was I don't know if you were black but they came to the home of course they knew. Then he proceeded to say he did not care if I knew the law, he would go rounds with me on knowing the law. I wanted to fire them then. But, again it was my mother's move and it was the day before the moving job. So, I bagged up and we started shopping for other movers. We found other movers, then called and terminated the job with USA FAMILY MOVING OF ATLANTA, LLC. When calling this other company, we were not required to pay before releasing the furniture. They were very professional and will use them again. My mother is a realtor and she has notified her company to never use this company. THIS COMPANY IS RACIST AND SCAMMERS!!!! Oh, I don't want to end without saying several days later she did receive her refund of the $259.00. After looking at the reviews, we are so thankful God moved us from this company. We believed they would have taken my mother to the cleaners.

  

  Business response

  06/16/2023

  To Whom It May ***************** are in receipt of Ms. *********************** complaint and understand her concerns, which we have addressed with *****, one of our estimators who visited with **************** mom- to discuss her upcoming moving needs.

  One of the main purposes for an estimator to visit with any consumer that is moving- is to educate them about our industry, especially in the state of GA. Any reputable moving company that is a 100% committed in providing quality and professional moving services that is licensed in the state of GA must adhere to the tariff and the guidelines set forth by the ********** of ****** Safety. The ********** of ****** Safety governs all moving companies within the state of GA. I have attached the Moving Guide For Household Goods Move In Georgia & proof of their $259.00 deposit being refunded. The attached booklet is provided to all licensed moving companies by *******, the movers, are to provide them to their customers who are moving within the state prior to their move starting- regardless of race.

  When you refer to Page 4 and look at the area which I starred** clearly addresses **************** main concern. It very clearly states:

  "BE PREPARED TO PAY AT DELIVERY Unless you have made credit arrangements with the carrier, you will be expected to pay for the move before your goods are unloaded. Payment will be expected in cash, money order or cashiers check based upon the written estimate. Please note that you are not liable for any charges that are note specified in the Maximum Rate Tariff."

  So, clearly collecting before off loading was not something that we made up but it is something that we need to adhere to, again regardless of race.

  ***** should have discussed this with ************ and/or with her mom if he didn't, or maybe he just honestly forgot (who hasn't forgotten things)- and for this we do apologize. But just like his misjudgement (or forgetfulness) of not explaining when we collect. Likewise, *********** should have done her due diligence to confirm if this was a scheme, scam or a hostage taking tactic that we were trying to pull over on her and/or her mom before giving ** a 1 star review on ****** and writing this frivolous complaint. 

  Lastly, the racist comment in your complaint is laughable. Now, I do not know **************** race nor do I really care to know but just to point out how off base the comment was and for informational purposes the gentleman who called to confirm the move- ******* is African American, **** who called after ******* is *********, and I am hispanic. 

  In closing, I thank the BBB for their assistance in this matter.

  E. De ********

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I first received a quote from *****, she explained the white glove treatment your company provides all customers which includes using floor covers, door frame guards, & wrapping all items well & securing them to the truck to ensure no items would be damaged during the move. She assured me I should have no issues with damage because of the prep work & service they provide so I decided to go ahead with *** Family. The service I received on 12/28 was the complete opposite of what I was told:-They did not wear shoe covers, protect door frames, or adequately wrap & secure my furniture in the truck leading to damage of expensive furniture items & to damage to the walls, baseboards, ******************** in my new house. They tracked dirt inside, dragged furniture across the floor, dripped sweat on the floor, left dirty handprints & scraped walls, damaged drywall and baseboards, & left scuffs on my countertops.-The lack of professionalism displayed by the mover in charge of payment. He did not explain anything to me, did not offer additional insurance & also seemed not to know how the inventory valuation process worked so he took multiple phone calls during the move time to get instructions. It seems he purposefully worked slowly to delay having to move and wrap much - well over the time I was originally quoted for inventory valuation. I never received coherent responses to questions regarding the time estimate & total cost.-The other two movers also did not seem like professionals who do this for a living. A lot of time was spent standing around trying to figure out their next steps - which also seemed intentional to run the time up. There was also no clear leader to direct & manage the job so it would be done effectively & efficiently.-I had to ask the movers multiple times to make sure the entire furniture piece was covered - multiple times the bottoms of furniture was left uncovered until I called their attention to it.

  

  Business response

  02/24/2023

  To Whom It May ***************** you for providing us with ********************************* complaint. We understand that ************ is seeking a refund for the valuation that she purchased due to NOT wanting her items repaired but replaced. I have attached **************** signed Addendum which clearly states that 1) she selected option 2b (which requires a $300.00 deductible) and 2) that her purchase does not entitle her to new furniture but that we have the option of having her items repaired/restored to their original condition.
  

  I have also attached only 4 of 30 pictures received of the items claimed as damaged. As you will be able to see the damages incurred are minor and repairable. Honestly, some of the damages might just be from regular wear and tear and some just look like wiping them down will do the trick. Nevertheless, they are all minor and repairable, as previously stated.
  

  Please understand that just like ************, we too are not happy that she incurred damages during her move. Fortunately, she did purchase additional valuation which is a far better option than the standard free $.60 cents per pound/per item Option 1.
  We have already contacted a restoration company that is more than well equipped to carry out the task. 
  

  ************ is not eligible for a refund for the additional valuation purchased nor the deductible.
  

  In reference to her moving experience, I am prepared to issue ************ a $200.00 credit for the crew's behavior and how they made ************ feel. This is not how we operate, and the crew has been terminated due to her complaint.
  

  In closing, I truly apologize and remain hopeful that ************ will move forward with having her items repaired and that she will accept the $150.00 credit offered.
  Please let us know how to proceed.
  

  Truly yours,
  ****** De ********

  Customer response

  04/06/2023

   
  Complaint: 19418373
  
  I am formally rejecting the statement by this company. I contacted *** Family Moving for moving services that occurred on 12/28/2022. Multiple pieces of expensive wood furniture was damaged due to negligence on the part of the movers i.e. failing to properly wrap/protect furniture, failing to properly secure items in the truck prior to transport, and improper unloading of furniture. There was also damaged cause to my townhouse scratches to floors damage to walls, damage to baseboards, and scuffs on countertops. Prior to the move, I spoke with a representative named ***** about their insurance policy in the event of damage. I was told the additional insurance would cover damage to furniture up to $40,000 replacement value so I purchased the additional insurance for $144. After my furniture was damaged, I sent *********************** pictures of the damage and she agreed to move forward with the claim but said I had to pay an additional $300 for the deductible. However, I was later informed that the damaged furniture items would not be replaced but instead patched up. The information I received verbally when booking with *** Family movers as well as the information I received the day of the move conflicts with what I was later told regarding repair vs. replacement. I refused the service and have not received any furntiure restoration services from this company. I do not wish to continue doing business with them. At this point they are taking money for services never provided. I do not think it is reasonable to expect customers to essentially pay for the repairs to their furniture when damaged was caused by no fault of my own ($144 + $300 for insurance in addition to over $900 I spent on sub-par moving services). Please refund the deductible as I do not wish to move forward with the claim.
  
  I also attached pictures proving these were not just minor scratches that can be wiped clean. I also have video proof of what occurred during the move.
  
  
  Sincerely,
  
  *************************

  

  Business response

  04/11/2023

  To Whom It May ******************** style="font-size: 0.875rem;">Our offer of the $200.00 credit still remains and I have also authorized an additional credit in the amount of $100.00 in good faith to reach closure for all parties involved. 

  All I need to move forward with **************** $300.00 credit is an email from either the BBB or ************ stating her acceptance and that this amount settles her claims and concerns 100%. Once this is received I will have her credit processed.

  I thank you in advance for your help.

  E. De ********

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  - Date of services: Wednesday, 11/16/22 - Amount Paid: $427 - We hired USA Family Moving of Atlanta to pack our kitchen dishes/cookware/baking ware, pantry, spice cabinet, misc. living room decor and guest bathroom cabinet. - The nature of our dispute is based on the following originally submitted to the Office Director ****** the very next day on 11/17/22 and includes:1. After arriving more than 3 hours late, they began packing up the kitchen while I worked in another room. Little did I know, one of the team members was literally just scraping his arm along my shelves and dropping things into the boxes. Not packing a single thing. 2. I have had to repack all but ONE box because NOTHING was packed! Please see the attached photos for reference. This isn't even close to being what is defined as PACKING. In fact, SEVERAL glass items were literally tossed into boxes with no paper, no wrap, nothing. I paid for a packing service. Common sense for anyone would say, protect this item with something. Specific examples are circled in yellow in the attached photos. 3. One of the team members must have been hungry from all his hard work of dropping my things into a box because I found a half eaten piece of beef jerky in my coffee cup box. That photo is the one that also had a glass bottle unprotected mixed in with all our steel mugs. That was my husband's beef jerky. I know it was sealed because I had just moved it to the DO NOT PACK pile the night before. My husband was out of town that week, and since it was no where near the coffee cups, one can only assume it was one of their staff. I would have happily have given it to him had he asked. But to eat half of it and then hide it beneath all my coffee cups??? Seriously? They KNEW all my items were going into storage. So was this deliberate knowing it would attract pests while in storage? Of the $427 paid, I was only offered a credit of $134. NO apology, nothing but delayed responses. I paid for nothing but frustration.

  

  Business response

  12/20/2022

  To Whom It May **************** am in receipt of *** *********** complaint and understand that she is seeking an apology and a refund of some sort.

  Please note that a refund in the amount of $134.00 was offered to her on 11/29/22 on top of a $50.00 delay credit deducted from her charges on move day 11/16/22 (please refer to attached invoice).

  My office manager, *********************** spoke with ************************** crew members who advised that the customer wanted them to stay within our 2 hour labor minimum. Nevertheless, the crew collected upfront for 3 labor hours just in case they went over plus our standard 1 hour of travel (please refer to email sent to ********************** stated this information- Move Date is Set Email). The crew advised that they were hurried through the process as the pictures of her kitchen boxes display. I am sure if her crew would have been allowed to properly pack, especially kitchen items (which takes the longest) **********************, would have been satisfied with the work performed but it would have pushed her over the 2 hour minimum that she budgeted for.

  Unfortunately, she advised that us providing her with a 50% refund of her labor hours charged was not sufficient since there were no services performed. However, the crew was there and did perform services within the time allowed as her pictures display with the materials provided by **********************.

  We believe in being fair and equitable and do not like to take advantage of anyone nor do we want to be taken advantage of either. Our offer of a 50% refund puts us under our tariff labor minimum. Per our GPS our truck and workers were at her home- if they were not performing she could have called while her crew was there and/or sent them on their way but she did not. Our goal with ********************** and any other customer that addresses a concern is to make it right even when we do not agree.

  In closing, once ********************** accepts her $134.00 refund (this is non-negotiable) she would have paid for only 1 hour of labor and 1 hour for our standard travel time. Below is a breakdown of how we arrived to her refund amount. She is only paying for 1 hour of labor and the standard 1 hour of travel- which is more than fair and equitable. Lastly, I do apologize that this was not a positive experience for ***********************

  3 hours of labor charged up front $477.00 - $50.00 credit due to late arrival= $427.00 - $159.00 crew finished 1hr early = $268.00 @ 50% = $134.00

  Should you have any questions and/or need additional information please do not hesitate to contact me. Please advise if and when the refund is approved by ********************* so it can be processed.

  Success & Blessings,

  E. De ********

   

   

  Customer response

  12/20/2022

  It is so unfortunate that this company continues to provide misinformation. Not once did I ever push the crew to "FINISH EARLY". I had them go ahead and stop from going any further after seeing their quality of their work as evidence from the photos provided. This is not the result of being "hurried." That is the result of poor quality work. Boxes were prepped and paper set out to make everything run more efficiently. Unfortunately, this company cannot even provide an apology or any ownership of what they have done INCLUDING, placing opened food from MY home in a box that was going into storage. I mean, come on seriously?? Who does that?

  I am very disappointed that this is the direction they have chosen to take. I have provided so much evidence to the contrary. It's not about the money. It's the principle and the fact they are not owning up to a failed packing appointment. I refuse to allow them to tarnish my name or character in hopes they can dissuade from a negative review. 

  I was very clear with the team that we would GET DONE WHAT COULD BE DONE within the three hour window. I made that clear from the first phone call, to my emails to the onsite crew. WHO would want this quality of work performed? Furthermore, their math is incorrect. I paid a total of $427 for their so-called packing. If they are truly offering a 50% refund, that would be a total of $213.50. Irregardless, the money isn't the issue. It's their lack of owning up to the poor service and poor quality of work. 

  The response from the company is slander and incorrect and has made the situation worse.

  

  Business response

  12/23/2022

  To Whom It May ***************************************** concern was on the labor performed the 50% is based on the labor and does not include the standard 1 hour of travel which ********************** is including in her numbers. Our calculations are not incorrect and are system calculated as her invoice reflects.

  ************************** response is unfortunate but our position remains the same.

  All the best,

  E. De ********

• Initial Complaint

  04/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We hired this mover to move our belongings to our new home. First they hit our mailbox and tried to cover it up. Then we immediately saw these were not professional movers. Moved very slow. Couldnt get items out that obviously came in. Didnt use furniture blankets which are standard. They damaged our refrigerator. Lowes had no trouble getting it in. Doors were taken off and screws stripped. Our screen door was taken apart and pieces left on the ground. An antique desk was dragged across concrete. After 3 hours of watching this nonsense we stopped the move. Multiple calls to company asking for help. None was provided. We told them to bring what was loaded and put in garage. They would not release our belongings until we paid full price for move which was not done. We negotiated ******. Our furniture is destroyed. Mattresses covered in dirt. We were promised a better crew tomorrow but to date have not heard a word. We have to finish this move. Our grill was left out front. Who knows if it will be taken? How are we supposed to finish this move and get out of home in time? These guys are complete crooks. I never imagined a business who would advertise as family and veteran owned would send day labor disguised as movers in a rented truck. We are a military family and thats why we hired them. We have a garage full of furniture at new house and an absolute disaster at our home we need to move out of.

  

  Business response

  04/15/2022

  To Whom It May ****************************** are in receipt of ***************************** complaint. First off this complaint does not belong to our ********* location and should be transferred to the Atlanta BBB- since this move originated in ********, ** and completed in ***********, **. Secondly, the customer on file is *******************************.

  Nevertheless, we were aware of ************************** concerns and they were being addressed since the day of his move as the attached email thread will confirm. In addition, one portion of his concerns has been settled as the attached will also confirm (Refer to Page 1 of email attached).

  The pending portion of his concerns will be addressed and settled based on the valuation selected the day of his move- once the provided claims package is completed 100% and returned.

  In closing, we thank you for the opportunity to respond and provide you with proof that we were working with this customer from the get go. We apologize for wasting your time informing us on a matter that we were already working on.

  Should you have any questions, please do not hesitate to reach out.

  E. De ********

   

   

  

  Business response

  04/25/2022

  To Whom It May **************** have attached our response- which was originally sent to the BBB in *********.

  If you have any questions, please do not hesitate to contact me directly- thank you.

  Customer response

  04/26/2022

   
  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,
  
  *********************************

*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. ↩