Complaints

• Initial Complaint

  03/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I hired A & B **** Movers to pack and move my possessions from ************* to ******* in March ********** **** Movers boxed up the contents of my home in *************. They labeled each box with a sticker: numbered and coded for my shipment. This information was recorded on a paper list by the moving men as an inventory. They loaded everything onto their truck.On April 2, 2023, the day of delivery at my new home 2 men arrived in a truck filled with my possessions. The mover men demanded the remaining amount due in payment, in full, in cash, before they would unload any of my possessions from their truck. After unloading, I and the men realized that Box Number 90, an 18 " x 18 " x 29" Dish Box, was not here, the two A & B men searched my home for well over one hour, conducting 3 separate searches determining that they were certain they could not find Box 90.The men assured me that the box was would be found or Box 90 would turn up in another customer's delivery. It would be delivered to me as soon as they located it. Though incomplete, the movers then demanded my signature and refused to leave my home until I signed for the delivery. It was very intimidating, and I had no choice but to sign but I made sure to write on the delivery page clearly that Box 90 was not delivered. I did this in three different places. A & B told me that the label may have fallen off the box and so they might have to identify Box 90 by its contents. I provided A & B with a complete inventory of what I was missing as soon as I could to help them in looking for Box 90: all my pots and pans.*****************************, the owner of A & B **** Movers determined that my box had been delivered to another client, but he could not locate it. I asked to be reimbursed for the lost cookware. I would like to be compensated and settle this matter. I want to be compensated in full for the estimate I sent: $3.501.52 for the lost items plus the cost of the box and labor.

  Business response

  04/03/2024

  Dear BBB,
  Thank you for bringing this matter to our attention. We are aware of the complaint filed by ********************* regarding his move from ************* to ******* in March 2023.
  Upon reviewing our records, we acknowledge that there was an error in the delivery process, resulting in the loss of Box Number 90 containing Mr. ***** pots and pans. We deeply regret this oversight and understand Mr. ***** frustration.
  Mr. *** has requested compensation of $3,501.52 for the lost items, the cost of the box, and the labor involved. We have offered him 4 settlements and he has refused each settlement each time.
  It's important to note that Box Number 90 was misidentified as a "Dish Box" when, in fact, it was a wardrobe box. We apologize for any confusion this may have caused. Mr. *** is also requesting compensation for items that were not in the box. We are currently in discussions with Mr. *** to clarify the items and their value.
  Additionally, we acknowledge that before the move, Mr. *** and his friend signed a document stating that they did not have insurance to cover the move and that A&B Twin Movers would not be liable for any damages or losses incurred during the move. However, we understand the importance of ensuring a positive customer experience and are committed to finding a resolution to this issue. Its also important to note that A&B offered him 0.60 cents per pound for any lost or damaged items, though keeping in mind that he does not have insurance.
  Additionally, we have reviewed our procedures to prevent such errors from occurring in the future. We are committed to resolving this matter to Mr. ***** satisfaction and ensuring a positive experience for all our customers.
  Thank you for your assistance in this matter.
  

  Customer response

  04/08/2024

  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. 

  [my response to his claims:
  
  1. ********* did make offers to settle, however, each offer did not come close to compensating me for the items Mr. ********** moving company lost. They lost over $3,501.52 worth of my kitchen pots and pans. The last offer he made indicated he would send me a contract I needed to sign. I asked to see the contract and was considering accepting this offer; we were actively negotiating. That same day, ********************** abruptly emailed me, revoked his offer and said he was cutting off all communication with me.
  
  2. ********* has consistently acknowledged to me and to his insurance company that he lost the box. He only now is claiming it was a much larger box than is recorded on the invoice. Regardless, he has lost $3,501.52 worth of my kitchen pots and pans.  I know what I am missing and have been consistent on this inventory for nearly a year.

  3. I have never seen the document Mr. ******** provided in his message to you. The signature on the document is not mine.
  
  4. I don't understand how Mr. ******** can say in his message that he is committed to resolving this matter when he has cut off all communication with me and has revoked any offer to settle. 
  
  Please don't hesitate to contact me with any questions. I only want to be compensated for the items that ******** has lost. 

  Just to reiterate, ********* lost over $3500 of my pots and pans.  I have been working with him patiently for a year now.  ********* has declined to work with me.
  
  *********************
  
  
  

  Business response

  05/02/2024

  Thank you for bringing your concerns to our attention regarding your move from ************* to ******* in March 2023. We understand your frustration and want to address the issues you've raised.
  Firstly, we want to clarify that prior to your move, you and your friend, ****, signed a document, an interstate division form, stating that you did not have insurance to cover the move and that our company, A & B Twin Movers, would not be liable for any damages or losses. It's important to note that without your agreement to these rules and regulations, our company would not have been able to continue with your move or handle your items.
  Regarding Box Number 90, we acknowledge that there was a mistake in the labeling. It was miswritten as a "Dish Box" when, in fact, it was a wardrobe box. We apologize for any confusion this may have caused. We want to clarify that you do have your wardrobe box in your possession, and it was not a dish box that was supposed to be delivered to you.
  We have made several attempts to compensate you for the loss of your items, which you have in your possession. We initially offered $1750, which you declined. In a phone conversation, you mentioned that you would accept $2500. We are willing to work with you to resolve this matter fairly.
  Additionally, we want to address the discrepancy in the cubic feet of your items. You initially stated that your items would take up ******* cubic feet in the moving truck. However, you later increased this estimate to ******* cubic feet. This discrepancy has made it challenging for us to accurately assess the situation and offer appropriate compensation. Our initial estimate before the increase in cubic feet was $2577, but when our workers appeared everything was doubled which in turn increased the bill to double or triple the amount.
  We are committed to resolving this matter to your satisfaction. Please let us know how you would like to proceed.
  Sincerely,
  A & B Twin Movers

  Customer response

  05/19/2024

  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.  I am quite dismayed to read Belisario's recent response to the BBB.At delivery, his delivery team searched my home for over an hour; they examined each box and determined one box was missing from the delivery.  Box 90 was not delivered to my home.For one year, A&B Twin Movers acknowledged losing Box 90 and begged me to allow the company time to find it.   After 8 months, Belisario turned the loss in to his insurance company.  They investigated, determining it was not covered because he & his team were careless & negligent with cargo.Belisario made me a couple low offers to compensate me, then, via email, rescinded all offers and cut off contact with me.  The email is attached.Now, a year after my move, Belisario is claiming, 1. He has newly discovered a year-old signed document stating he is not liable for anything lost by A&B Twin Movers, 2. the bill of lading for my move was inaccurate 3. Belisario erroneously tripled the price of my move over his initial estimate because the load was twice the size he thought, 4) the box he lost, Box 90, was a much larger box than shown on his records: twice the size.I did not sign an "interstate division form".  The form he submitted to BBB has my name, but it is not my writing or signature.  It appears Belisario forged my signature.  Forging a signature is a form of fraud.I am baffled at his approach here.  Belisario emailed me rescinding all offers and cutting off all communication while saying the opposite to BBB.  He is admitting to falsifying his bill of lading   He has forged a customer's signature.I was patient and waited for Belisario while he looked for the lost box.  I worked with his insurance company during their investigation.  Over the last few weeks I have endured many abusive phone calls from belisario.  He began telephoning to tell me it was not his fault he lost part of my shipment, it was his "stupid employees."  He called to tell me that he had fired his employees.  He called to tell me that his employees now remember that the lost box was small.  He telephoned to tell me that was his business's fault and I shouldn't mention his name.  His last call was 20 minutes of him just yelling at me.I am not sure what I could have done to be any more patient with Belisario.  He lost part of my shipment.  I am retired and on a fixed income.  The loss is a lot of money for me.  All I wanted was to be made whole for the portion of the shipment Belisario lost.Forgery is a criminal offense with legal consequences.  I am filling police report for the forged signature.  This whole experience is very upsetting.******* ***

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