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:11/08/2024

  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.

  On 11/5/2024 I used AAA Movers for a move from a 3rd apartment building with elevator, to about 20 mins away into a single family home. I was quoted 4 hours for 800 (great prices cheaper then most but your get what you pay for). The Mover called at 9am and told me he should arrive at 9:45am but we had one problem the 3 man team will now be a 2man team I said no way I need 3 men He said ok he will call me back let him call his boss. It was now 10am I still havent received a call back so I called the mover back (*****) he said he was sorry he didnt call back but he has a 3 man team and he was about ****************************************************************** cool we can get it down. As ***** start taking the beds down the other mover ***** start wrapping my furniture and the 3rd mover start taking boxes and bags down just throwing them they were moving at a great pace. An hour has passed ***** wrapped all the furniture and ***** was still struggling to take down the bed he called me in the room and told me the screws were stripped I said no way the furniture store put this up and he stripped the screws I had to help him take the bed down he was using the wrong tools, now their time is against them they are ******* and didnt wrap my bed and my stools and threw them on the truck I requested them to take my expensive furniture out and wrap them, then they packed the truck ***** came out and told them it was packed wrong he removed every item on there truck and packed it over while the time is still running 3 hours in. They also couldnt move my 2 75in TVs which were listed on the inventory. At their time I called the office 17times and left voicemails when they unpacked at the new place ***** had a car pull up and he gave the driver money and the driver gave him something small ***** went to the wash room and came back with white stuff on his nose he sniffed drugs he was unstable couldnt walk. By the time my furniture was out the truck every item was damaged. 

  

  Business Response

  Date: 11/25/2024

  This move is unpaid. Please see attached for the balance due and signatures from the customer. We have interviewed our crews, to which none of the accusations are true. Please see the balance due. Once paid, we can address any damages and claims. Thank you for choosing AAA Movers!

  Customer Answer

  Date: 12/03/2024

  Complaint: 22531076
  
  I am rejecting this response because: this issue hasnt been solved! Reading the reviews about this company, they destroy people's furniture and dont pay.

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

  

  Business Response

  Date: 12/20/2024

  Dear Yasmine,
  Thank you for taking the time to share your feedback regarding your recent experience with AAA Movers. We sincerely apologize for the issues you encountered during your move and appreciate your detailed account, as it helps us identify areas for improvement.

  My system shows we arrived at 10:15 am and worked until 4:00 pm for a total of 5.75 hours with 2 men. The original estimate was for 3 hours ad 3 men which unfortunately did not happen to a late call off. Attached you will find our signed Bill of Lading with this info. 
  We understand how important it is to have a reliable and efficient moving team, and we are disheartened to hear that we fell short of your expectations. Please know that your concerns regarding the team size, handling of your furniture, and the overall professionalism of our staff are being taken seriously. We strive to ensure that all our movers are trained to uphold the highest standards of service, and it is clear that we missed the **** in this instance. After interviewing our crew, they do not recall ever visiting someone with a car and then entering a wash room with a white baggy.
  I would like to assure you that we are thoroughly investigating the situation you described, particularly regarding the handling of your items and the behavior of our staff. Your experience is not reflective of our company values, and we are committed to addressing these issues.
  To make this right, I would appreciate the opportunity to discuss this matter further with you. Please feel free to reach out to our ************* team at ***************************************************************  and we will address any damages and refunds to be had. We value your business and hope to resolve this to your satisfaction. Once resolved we would need payment of the remaining unpaid balance of $1289.82 minus damages.
  Thank you once again for your feedback. We look forward to hearing from you soon.

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22531076
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:08/16/2024

  Type:Customer Service 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 the 28th of June, the AAA Movers were in the process of moving in my furniture to my new apartment. I was moving apartments within *******. I attempted to reach out to the company's contacts several times as the movers broke my dining room table, the shelf of my crystal display cabinet, they chipped my glass coffee table, and ripped my Waterford lamp shades because they did not wrap them. There were also several other pieces of furniture they had caused damage to. The movers also left without giving me an itemized receipt of the costs and they charged my Mastercard without my authorization. There were two separate charges that I had not approved. When I complained to the moving company they asked for photos and videos, which I sent. After I sent them all the information they asked for, they have been unresponsive. I tried reaching out via phone calls and emails to their customer service line.

  

  Business Response

  Date: 09/10/2024

  *****,
  You were scheduled for a 4 man, 1 truck move on 6/28/2024 with a 9am arrival. We estimated it would take 8 hours based on the weight and constraints stated pre -move survey that was conducted with our moving coordinator. Our crew of 4 men arrived at 9:30am due to traffic in the area. The job lasted until 8:15pm. In regards to the damaged table- the crew identified its unstableness and advised that it should not be moved in its condition. This warning was ignored, and they were instructed to move it. We are willing to cover the damages to the table per the valuation coverage selected of .30 cent/lb. per article. In regard to the additional time needed.-According to multiple sources, an elevator reservation was needed at the destination location, required by the building. This task was not accomplished. After interviewing, it was found that this conversation took nearly an hour before the building allowed AAA Movers to perform our services. AAA movers informed the customer that storage and waiting until the next day would be an option at no extra costs. This would help with labor fatigue and to ensure elevators were reserved. This option offered by AAA Movers was denied. AAA movers pushed through and completed the move while using an unreserved elevator which caused delays. We have your claim with your dining table and are prepared to offer reimbursement for it. Our ************* team has been in contact. Please advise on how you would like to proceed with the table with regards to settlement based on the valuation or having a repair tech come out to make repairs as needed.

• Initial Complaint

  Date:06/19/2024

  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 hired AAA movers LLC located in ************ IL to move my furniture 4 blocks away on June 12th 2024..The contract stated : 1 Sofa 1 ************* center 1 china cabinet 1 dining table 6 chairs 1 cabinet 1 bed 1 armoire made of 3 parts to be dis assembled and reassembled after transportation They came on 12th picked up a few items and told me they would come the next day to complete the job. They coerced me into paying them $1900 the full amount calculated by them for 7 hrs ,to remove a few pieces of furniture ,the next day, on the 13th I called the company and to my dismay , was told the account is closed they are not coming back,,they would not even talk to me ,I COULD NOT EVEN FILE A CLAIM concerning the damaged of my expensive furniture ,I had to hire another company to transport the china cabinet the rest of the armoire and the other cabinet which cost me another $900 .The authorities should close that business scam, because reading the reviews , what happened to me happened to others also. I am not their first victim .Please advise me ,thanks,*********************************

  

  Business Response

  Date: 07/30/2024

  Our team called in when the arrived at the site and let us know that there were more items than what were mentioned when we gathered the inventory from her move. She kept insisting that what she told us was correct and continued to repeat the furniture items, but her place was completely packed with stuff and there was more furniture then what was stated during estimate. This was not just a few furniture pieces and we let her know that the estimate was only accurate to the information that she provided and the move was going to take longer than the estimated time. There were tall wardrobes in there that we would not be able to move. She had been living at this place for a very long time and while she lived there, the place had put in some banisters. The wardrobes were too big for us to take downstairs because they would not fit with the banisters. She kept telling our team to break the ******** to move the items, but this is not something that we would do. For the wardrobes, she then wanted us to break them down and dispose of them, but that is not something we do. She also had told us that the rest of the items that were there she wanted to dispose of, but we are not a disposal services, so we wouldn't have been able to help with those items.

  We told her multiple times that if she wanted us to move the items after they are disassembled to a new location that we could do that, but that we are not a disposal service. After she had talked to multiple members of our team and was rude to them, we decided that we were not going to do any future business with her and that she would need to find someone else for future services. The amount that she paid our team was for the time that our team was out there to move the items. We are an hourly business, we did not coerce her into paying $1900. We moved her items for 8.5 hours and the amount that she paid was the final amount for the total time of services rendered. If she would have been prepared for movers and been honest about the amount of stuff we would have been moving, we would have given her a higher estimate. We had also sent out additional people to to help with the move that we did not charge her for in the final billing. 

   

• Initial Complaint

  Date:11/03/2023

  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.

  We hired this business for move out (6/1/23) storage, and move in to a new address (7/17/23).The day they moved our items out of the house they had one guy show up who wasn't supposed to be there, and one who was deathly allergic to cats, and was not told we had cats (covered at intake.) They helped to pack up our remaining items that we didn't get to, but they threw everything into wardrobe boxes, including already packed totes. What was initially supposed to be a 6 hour job ended up being 9 hours and they appeared to be intentionally dragging their feet. This cost us considerably more money than originally quoted.We had to store our items for about 6 weeks while we updated our new home. Once we were ready to move in, the move went much quicker. Unfortunately, even though they started loading up all our items from the warehouse at 8:24AM, they did not get to our property until after 11AM. we were given an ****AM arrival window. They were not at all careful with boxes CLEARLY marked "FRAGILE" and one guy even slammed a box full of glass items down on the driveway. Once we started unpacking we found several items that had been damaged. We are still in the process of unpacking and continue to find damaged items. We also seem to be missing some items and boxes that we know we packed. The movers also caused damage to our brand-new flooring in a few places.We have kept track of what is missing or damaged and reported that to customer care. We can provide this to you as well. Customer care was communicative until 9/11/23 and has since only responded to attempts to reach out once, even after warning them I would file complaints with BBB and the Attorney General.

  

  Business Response

  Date: 11/29/2023

  Hello. Firstly, thank you for choosing AAA Movers for your move! We empathize and hear your concerns. It is not our intention to ever drag our feet or to appear to be doing so. It is our mission to move all of our clients safely and comfortably. We acknowledge we could have done better. Our customer care team shows in their system they sent a follow up request on 10/13 with no response. If you could kindly respond we would be more than happy to continue your claim. We also originally estimated a job time of **** hours and the job ended up taking 5.5 hours which we billed for. Attached is the original estimate with what was exactly billed. We are not sure where the 9 hours comes into play, so if you could graciously clarify, that would help on our end. Please reach out to our customer care team at ************. Thank you, have a great day!

• Initial Complaint

  Date:06/19/2023

  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.

  Hired company for move 6/12. ******* normally sends a group of three. I requested a fourth mover to increase speed of job and reduce chance of damages. ******* overcharged from quote hundreds of dollars. Created damages at old apartment and new home, refused to reassemble all the furniture they themselves disassembled. The fourth man did no work for an hour and a half. But they still billed me for him. No resolution or contact from company after complaint made. ******* had negative review removed from ******* ******* should refund past of fee for services not rendered. *** was not completed as promised and no remedy had been offered.

  

  Business Response

  Date: 06/22/2023

  Hello ****,

  I apologize for your poor move experience with our team.  I also see that there is a claim ticket that has been started to address your issues.  I hope our team will be able to get your sentiment of us back to a satisfactory level.