ComplaintsforKing Affordable Movers, Inc.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The company did not deliver all the items they moved from ****************** to 4 Crossingway. The writer tried to resolve the issue with them but they did not want to resolve it. The writer is missing a lot of items that amount to more than $2000,00 given the nature of the items

  

  Business response

  01/26/2024

  Dear Ms. ***************** are writing in response to the complaint filed with the Better Business Bureau regarding your moving experience with our company. We understand your concerns and would like to address them thoroughly.
  
  Initial Estimate and Moving Day Challenges:
  On the day of the initial estimate, we sent an estimator who assessed the move based on **** cubic feet. This estimate was provided based on the items you had selected for the move at that time. However, on the day of the move, October 31st, we encountered a situation where you decided to include additional items that were not part of the initial estimate. This unexpected change required us to adjust our plans and provide a revised estimate to accommodate the additional volume and effort.
  
  Revised Estimate and Agreement:
  Understanding the urgency and pressure you were under from your realtor to vacate the premises, our team worked diligently to accommodate your needs. We provided a revised estimate on the same day, which was signed by you at 09:21 am on October 31st. This revised estimate reflected the increased scope of work, including moving additional items and handling last-minute requests, such as relocating a refrigerator within the house.
  
  Efficient Execution and Final Invoice:
  Our team completed the loading by 3:30 pm, despite the tight deadline imposed by the realtor. We made two additional trips to ensure all your belongings were moved to your satisfaction. Before leaving your premises, we conducted a thorough check to ensure that all items were accounted for, and you signed off on the final invoice, confirming that everything was in order.
  
  Post-Move Communication and Arbitration Process:
  When you raised concerns about the price difference between the initial estimate and the final invoice, our representative explained our claims and arbitration processes, as outlined in our contract. These processes are designed to address any discrepancies or issues post-move. However, we understand that you did not initiate this process.
  
  Concerns Regarding Missing Items:
  Regarding your recent complaint about missing items totaling more than $2,000, we take such matters very seriously. Our records and your confirmation at the time of the move indicate that all items were accounted for. If there are specific items you believe are missing, we encourage you to initiate our formal claims process, as this is the appropriate channel to investigate and resolve such matters.
  
  Commitment to Service and Resolution:
  We are committed to providing exceptional service and addressing any concerns our customers may have. We regret any inconvenience or distress this situation may have caused you. We are prepared to work with you through our established processes to find a resolution.
  
  Please feel free to contact our customer service team at ************** to discuss this matter further or to initiate the claims process.
  
  We are attaching both estimates signed for your review, and we could always look for those call recordings if necessary or GPS tracking Information.
  
  Sincerely,

  Customer response

  02/13/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The truck they brought did not accommodate the property and for that matter some the items that were supposed to be move the new house the writer had to hire the junk people to dispose. So their claim that there were items added is a lie. 
  
  Regarding agreeing that all property was accounted for its a lie how can you account for every item on the same day when things are scared all over.  It took me a while because I had to put things away and I had to ask my children to come and account for their things thats when we realized that 3/4 of male clothes and shoes where gone, and some of mine too. When I called the company to resolve they offered compensation of about 300 which I refused considering the valuables I had missed. They also charged my account without my approval, I put the account for the deposit not for them to use after the move. 
  
  The business carried on this particular day was not professional especially when all the goods were not accounted for, this company should not be allowed to carry business in such manner. They have to be trusted. 
  
  Thank you 

  

  Business response

  02/16/2024

  Dear Better Business Bureau and Ms. ***************** have carefully reviewed the additional comments provided by Ms. ****** regarding her moving experience and would like to further clarify the situation and the actions taken by our company to address her concerns.
  
  Truck Capacity and Estimate Accuracy:
  We want to reiterate that the original estimate, conducted by our onsite estimator, was based on 1620 cubic feet of items, which comfortably fits within the capacity of a 26ft truck with an attic, typically accommodating up to **************************************************************************** ******* confirming her agreement with the assessed volume. All original estimates and signed documentation have been submitted to BBB for review.
  
  Contract and Service Execution:
  As part of our standard procedure, all customers are required to sign their contracts, confirming that the services agreed upon were rendered. This process ensures transparency and mutual agreement on the scope of work.
  
  Damage Compensation and Last-Minute Booking:
  Given that this move was booked last minute, we adhered to the legal requirement of compensating $0.60 per pound for any furniture damage. Despite the unforeseen challenges and pressures on the moving day, our team went above and beyond to accommodate Ms. ******** needs.
  
  Claims Process and Good Faith ********* style="border: 0px solid rgb(227, 227, 227); --tw-border-spacing-x: 0; --tw-border-spacing-y: 0; --tw-translate-x: 0; --tw-translate-y: 0; --tw-rotate: 0; --tw-skew-x: 0; --tw-skew-y: 0; --tw-scale-x: 1; --tw-scale-y: 1; --tw-pan-x: ; --tw-pan-y: ; --tw-pinch-zoom: ; --tw-scroll-snap-strictness: proximity; --tw-gradient-from-position: ; --tw-gradient-via-position: ; --tw-gradient-to-position: ; --tw-ordinal: ; --tw-slashed-zero: ; --tw-numeric-figure: ; --tw-numeric-spacing: ; --tw-numeric-fraction: ; --tw-ring-inset: ; --tw-ring-offset-width: 0px; --tw-ring-offset-color: #fff; --tw-ring-color: rgba(69,89,164,.5); --tw-ring-offset-shadow: 0 0 transparent; --tw-ring-shadow: 0 0 transparent; --tw-shadow: 0 0 transparent; --tw-shadow-colored: 0 0 transparent; --tw-blur: ; --tw-brightness: ; --tw-contrast: ; --tw-grayscale: ; --tw-hue-rotate: ; --tw-invert: ; --tw-saturate: ; --tw-sepia: ; --tw-drop-shadow: ; --tw-backdrop-blur: ; --tw-backdrop-brightness: ; --tw-backdrop-contrast: ; --tw-backdrop-grayscale: ; --tw-backdrop-hue-rotate: ; --tw-backdrop-invert: ; --tw-backdrop-opacity: ; --tw-backdrop-saturate: ; --tw-backdrop-sepia: ;">When Ms. ****** contacted us with her concerns, our representative thoroughly explained our claims process. Unfortunately, she chose not to initiate this process. In a gesture of good faith and valuing Ms. ****** as a client, we offered compensation, which was regrettably declined.
  
  
  Regarding the Customer's Additional Concerns:
  The claim that the truck did not accommodate all items is contrary to the capacity of the provided truck and the signed agreement on the estimated volume.
  We understand the difficulty in accounting for every item on the day of the move. Our team conducted a thorough check, in line with industry practices, to ensure all items were loaded. We regret any oversight and remain open to resolving this through our claims process.
  
  The charge to Ms. ******** account was in accordance with the signed agreement and the services rendered. Any additional charges were communicated and agreed upon, especially in light of the last-minute changes and additional services provided.
  
  We take Ms. ******** concerns seriously and are committed to finding a resolution. We urge Ms. ****** to engage with our claims process, allowing us to address and rectify any outstanding issues formally.
  We respect the BBB's role in facilitating this dialogue and hope this response further clarifies the situation and our commitment to resolving our customer's concerns.
  
  Sincerely,

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company moved my mom into her assisted living apartment on June 30, 2022 and charged over $1700. They're claiming that we were given a flat rate after I specifically asked for the regular rate, and they left about 80% or more of my moms personal belongings behind including clothing, bedding, all of her dishware, items belonging to my deceased father, and much much more. I sent a checklist from the building manager along with pictures showing the amount of items left and the cost to my mother for disposal of those items to the company owner, and when I asked him multiple times what he is going to do to fix this, he would not reply. His only concern is that he was being disrespected. My mother is 80 years old, uses a ****** to get around, and is visually and hearing impaired. On the day of the move, her homemaker was present and has informed me that the movers were not instructed by my mother to leave all of those belongings behind, as the owner has insisted that she has.

  Customer response

  09/23/2022

  I have not heard from the business in response to my complaint.  I have attempted to work with the owner by phone and in writing, and I have not received any cooperation from him.

  

  Business response

  09/27/2022

  Hello *********,

  
  Thank you for taking the time to share your feedback, we were trying to get in touch with you a few times to discuss about this situation. Since according to our records our Original Customer's name was ***************************, and the initial plan was making an exception and charged you a flat rate, since we were supposed to get paid by the organization that oversees your moms bills with a Check,and they wanted to know the amount in advance to have the payment ready,instead of an hourly rate as usual. And that was the information that the movers had at that moment in our system, in their Tablets, that is the only reason they charged you the same amount. Please see attached.

  
  On the other hand, the Truck was big enough to handle all her belongings, but She was the one refusing to take all her items, it makes no sense for us to refuse to Move something when it is our priority our customer's experience and at that point, since she was the original customer, the ********************** had no choice than only followed her instructions.

  
  We apologize that the initial service was not up to our standard and we apologize on the fact that you were not notified about all the remaining items, on future moves we will try to be very meticulous asking for the inventory prior and after the move to make better decisions. I could assure you that this situation was an exception. We are known for taking ownership and caring deeply about our customers. We can't fix the past, but you have my personal commitment to improve moving forward.

  
  After reviewing this situation and even though after 3 months you are filling a claim,we wanted to make it up with your Mom Refunding the amount of Five hundred dollars, We could send your Mom a Bank check to her new apartment.

  
  We strive to provide great service for our clients and will make changes to prevent these kinds of issues. If we can assist in any additional way to improve your experience, please feel free to reach out to our ************************** via *************.

  
  Best.

  Customer response

  10/07/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:

  Although I'm accepting this response because my mom would like to receive the $500 refund from this company, I would like to note that they are not being truthful in their response.  They have not tried to reach out to me, and I know this because I spoke with the owner on several occasions and he has my direct number.  He did not try to reach out to me after I informed him that I would be filing this complaint.  Also, my mom did not instruct the employees to leave behind the amount of belongings that they did, and I know this because her homemaker was present that day and she has told me that my mom did not instruct the movers to leave behind what they did.  

  I would like the check sent directly to my mom, and would like to know what recourse we will have in the event that she doesn't receive it.

  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************************

*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. ↩