ComplaintsforAmerican Relocation LLC

• Initial Complaint

  08/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  on 8/18/2024 i paid the moving company $656 to move the furniture and other goods in my apartment to another apartment. Provided them with a box for my 50" ***** smart tv along with bubble wrap to secure the item during the move and was told by the foreman that those items would not be necessary as they have their own blankets that should suffice. i was watching the tv when they arrived to move my things so it was working before they touched it and after we reached to the new apartment i noticed a crack in the screen and the tv is no longer functioning. when i requested to submit a claim i was advised that it would likely not go through as the foreman indicated to his employer that it was not his fault that the tv was damaged but mine which is untrue. i have a witness that was at the residence that can attest to what was said and what happened so there is no way the tv was broken due to anything on my behalf.

  Business response

  08/29/2024

  Hello, this customer did in fact provide all her own items pre-wrapped before the move, refusing our packing and any claims in the contract per her signature. We do not cover items packed by customer as there is no way for us to know the condition of the item beforehand and we do not cover any items once the claim refusal is signed off on to which she did on her move day. The consumer stated herself that there was another broken television on the move so there is no way for us to know which television she is claiming as we do not know the working order of either before the move occurred. We will not be issuing a refund and we explained this to her and sent her copies of the signed items. 

  Customer response

  08/29/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  there were 2 televisions that needed to be moved, one which was already boxed and the other was working in the bedroom when the movers arrived

  The lead man was advised that I had another tv box and bubble wrap to pack the tv with and INSISTED that they had blankets which would be sufficient. I again stated that I bought a tv box and bubble to use and he said no it was not needed and bullied me into signing the form saying I agreed to his handling.

  I brought a friend this me who can attest to what happened and him not wanting to use the box provided because he had blankets which obviously did not work.
  

  They are lying and I should not be held accountable for their mistake!

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

  Business response

  08/29/2024

  Our movers are very experienced with over 8+ years for all of them. They do not "bully" customers into signing as they would prefer to wrap those items. They simply ask what the customer prefers to do, if you decide to use your own packing, then it is company policy that you sign the refusal of packing. Not bullying, company policy. If we do not pack the item then we can not cover the item. If the other tv was already broken, how are we to know without the tv being plugged in beforehand, in front of the movers, that this tv is working and the claim is not for the broken tv. Hence why we state that if you refuse packing, we can not cover the item because we are not liable for an item we have not inspected and protected. Unfortunately we will not cover this item and you signed multiple papers stating you were fine with this, if you felt bullied, you could have called into the office and we would have been more than happy to assist you but we received no communication from you until the day after your move about the television. We are sorry if this occurred during your move but unfortunately we have no way of knowing the condition before or who is at fault. 

  Customer response

  08/29/2024

  Although they are trying to say there was a broken tv, neither of the two were broken until their people touched it so STOP saying that is already broken.

  The fact of the matter was that bubble wrap and a tv box were provided and the moving supervisor advised the tv would be “safe” with the blankets which it obviously wasn’t.

  Take responsibility and know that both televisions worked prior to the move and not the way you keep trying to spin it.

  Just know in this world of social media my dissatisfaction will be heard!

• Initial Complaint

  09/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Friday September 1st I contacted the company requesting a quote which was completed, details of the inventory at my apartment were provided and information for an additional stop at my storage unit were provided. Very detailed information was provided number of boxes at unit and apartment. The quote was emailed to me, I emailed the person back with detailed questions about what would change the quote price. The person gave me a call (sneaky to not email me) saying this quote includes the items in the storage unit and I would be advised either Sunday before pick up or on pick up day a better idea of when my items would be delivered. My quote total was $ 2,350.17. I got a call on Sunday confirming pick up, I confirmed yes. After all my items were picked up on Monday, the foreman told me that he checked in the system, my items would be delivered the next day after noon and I would get a call later today with a confirmation. No call came, I got an updated quote that increased over $1,100 more. I was furious. I called and spoke to a manager who told me it was based on weight, then the total was not correct and made it seem like they were giving me a "discount". I asked to speak to a supervisor, I spoke with a supervisor who called me a liar that the foreman never said that then back peddled in an email to me, refused to provide an additional discount for inconvenience saying it was DOT regulations. I was given false promises set by the company, stress of move, lack of commitment from the company's employees, failure to listen to me; the customer for the quote, not fully answering my questions., and setting false expectations. This company blames it customers and does not take ownership for its mistakes. I fear during the delivery of my items there will be retaliation taken. I demand this to be addressed fairly and an additional discount of $200 to be applied for the undo mental stress you have caused. This company should be shamed of the work they do.

  Business response

  09/19/2023

  Hello, 

  We are writing to reply to the BBB complaint left by customer ******* *****-********. The customer spoke with our office manager on 09/15/2023 about her complaints with her representative, as well as the balance due on her move. The manager stated that the items list was very inaccurate compared to what was actually picked up on the move date. The customer stated that they spoke with their representative about this and explained there would be many more items at a seperate storage unit, to which she was made aware that additional items would make for additional weight, which would change the price and she confirmed she was explained this. The customer must not have realized the price would be so different as she is now upset with the final amount given. The customer was originally quoted for the weight of 3554 lbs at a final amount of $2350.17. The customers additional items brought the weight up to 5460 lbs with a final cost of $3563.00 which included packing as well. Our company offered the customer a discount of $235.00 from her move, which was approximately the cost of the fuel to which she refused it and demanded a discount of $500 even. When explained that we can not give her a discount this large, she stated we must have a "risk management" and "take a loss" as she was told her weight would not change and given an exact delivery date by our foreman. (Not possible that she was told either of those things) Our contract clearly states there is no exact delivery date and no way for the foreman to even know when her delivery date would be as he does not handle operations and the email between her and the representative clearly states, she would pay for the final weight of the items. It would be impossible for us to give her an exact weight, not knowing what she has in the storage completely. The customer then stated to the manager "are you calling me a liar?" to which the manager replied, "I am not calling you a liar but I know that our foreman would not tell you a delivery date as there is no way for him to know that." The customer then kept berating the manager stating she called her a liar and shes a terrible representation of the company. The manager never got rude to her or raised her voice. She explained to the customer that the items were loaded and she needed to be sure that the customer knows the final balance due on delivery and will pay with no issues or the items would be unloaded to which the customer then threatened to leave reviews everywhere and again demanded $500 discount. Again, manager reiterated by email that the most discount we could give is $235 and that the items were loaded and customer would have to pay before unloading items on delivery or our driver would have to put the items in storage until payment is received per the contract. The customer was not happy with us not meeting her "demands" which is why this has turned into an issue, we have already replied to multiple bad reviews and not this. Please let us know if you have any further questions. 

  Customer response

  09/19/2023

  
  Complaint: ********
  
  I am rejecting this response because: Not only did you email outside of this BBB complaint for a $35.00 additional off the bill as a resolution to no longer take further action including court proceedings, unfortunate reviews, or harassment of any sort. Secondly, the manager indirectly told me I was a liar for what the foreman stated. I refuse to be treated this way for a untrained staff at all levels. I have been treated poorly and given false information since the "Sales Rep." provided the inaccurate quote. I personally take the $35.00 as an insult for speaking the truth about my experience. 
  
  Sincerely,
  
  ******* *****

  Business response

  09/19/2023

  Hello, 

     Again, the manager NEVER has and never would call a customer a liar. You stated the manager was calling you a liar to which the manager told you absolutely not. She even followed up with an email after since you would not let her get any words in on the phone that she does not believe you are a liar in anyway, and possibly misunderstood the foreman. The local movers have no way of "checking the system" to determine a delivery date for any customer and our foreman are experienced enough not to tell a date for delivery when they do not have that info to begin with. Also, the additional $35 resolution sent to you was sent in good praise hoping you would do the right thing and pay for services provided! You signed the contract stating the items list was accurate with no adjustments to be made and that you agreed to pay for services provided based on the final weight of the items and any additional packing cost that you could need plus fees if necessary which luckily there have not been any as of yet. You were extremely demanding on the phone with our representatives and not easy to deal with at all. Our company in no way deals like this, we are a small family owned and operated company and treat all of our customers fair. We are sorry you do not feel you have had a great experience but had you been honest about the items in the beginning and confirmed the list of items correctly then you would have had an accurate estimate from the beginning. The price would have been what it is now and there would be no issues because everyone would have been on the same page with your move. We can not pre-estimate you for items we are not aware that you have. You also stated you told Alex this by email and upon checking his emails, the only thing you reiterated to him was additional boxes to which he did add. Your items are en route to you and the driver will call when he is local. There is nothing more we can do to meet your "demands".

• Initial Complaint

  09/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Order Number ******** (last number may be missing). Original amount was approximately $12,000. Amended on 6/4/2021 to over $16,000.00. I contracted with American Relocation to move my household goods from Windsor Mill, Md. to Goodlettsville, TN on 5/25/2021. At the time the movers were packing my belongings, they took apart anything that had legs, my grandfather clock (to include the pendulum and chimes), flower arrangements were not packed with wrapping materials and my office desk was dismantled. I immediately called the company to complain. I spoke with Michele, my salesperson,told her my furniture was being taken apart. She guaranteed me that the movers would put everything they took apart together when my belongings arrived in TN. That did not happen. The movers moved my furniture from my residence in Md. to American relocation storage facility in Arbutus, unloaded everything and put my belongings in their storage facility. A few weeks later my belonging were reloaded onto a 16" wheeler and moved to storage in TN. The two movers stacked heavy boxes on top of light weight boxes which caused the heavy boxes to crush the light weight boxes and break/damage the contents. Furniture was thrown into my storage units which caused breakage, scratches, broken furniture, leather furniture torn, scratched, clothed chairs and sofas with broken legs and indentations from items being stacked on top. Screws are missing, I found chips of furniture on the floor, the pendulum for my grandfather clock is bent and my new flower arrangements are wrecked. I have been in contact with Michele numerous times by email, text and telephone. The company's commitment to me is to return my belongings the way it left Md., all furniture taken apart put back together. Michele assured me that movers would be in TN. (when they had a load) and put my items back together. The delay in construction of my new home caused by the shortage of materials. (continued see attachment)

  Business response

  09/19/2022

  Business Response /* (1000, 9, 2022/09/19) */ Hello, we are sorry that you feel that way but your estimate goes over because you had more items than we estimated, which was 7,840 lbs more. A lot of items that you said you will not take it and it ended up that you took even more stuff that supposed to. The reason we didn't put your furniture together is because we unloaded into a storage. When the items goes into a storage we don't assemble the furniture together because the items will need to be loaded again into a truck and delivered to the house. Anyway per your request we tried to come back twice when we had a crew in TN. Unfortunately, one time you knew we were supposed to come. We were about to arrive at your location and you called us and said you had some health issue. Second time when we tried to come, we called you for two days but you just didn't answer your phone. Regarding the damages I am sorry to hear about that but per our contract the claims needs to be submitted within 30 days. We don't have any statement, report from you in writing about damages or any claim submitted. We found out about your damages only now a year later, from claim received from BBB. We tried our best to resolve the problem. Unfortunately we can not open a claim a year later after we did the move. Consumer Response /* (3000, 29, 2022/10/10) */ For the Record Michelle contacted me on Friday, October 7, 2022 and offered me a total of $150.00. She had refused all my previous calls. I have always been amenable to working out a fair settlement, but this is the first time an offer was made. I told her at that time to give me a little time to come up with a counter offer (in other words to contact a couple of furniture professionals to get a realistic cost). I explained that it would cost much more to get a professional to put my furniture back together since parts (screws and bolts were missing) that American Relocation took apart without my permission and that Michelle verified that this is what they do during moves and the company movers knew what they were doing. I was and am not seeking reimbursement for all the damage and destruction the company representatives did to my furniture. However, $150.00 is extremely unrealistic and an insult. I would be willing to settle for $1,200.00. I am already out thousands of dollars due to the negligence of American Relocation. I am willing to discuss a good faith settlement offer from American Relocation Business Response /* (4000, 32, 2022/10/13) */ Please accept the following response: The reason why we didn't assemble the things together is because the things were put into a storage .We've been working in this industry for more than 10 years and We've worked with 30 different moving companies and we've never assembled things in storage and no other company does. When people move into storage, they don't ask for things to be assembled, because after that, anyway, the things have to be loaded into the truck again and moved into the house, apt... "The company should be a company of integrity and of their word. They should take responsibility and have a professional company put what can be put back together of my furniture" We actually did tried twice to go back to the storage and handle this issue to the customers satisfaction. First time we did set up a date with the customer and when the movers were on the way customer called and we were told she has some medical problems and just couldn't make it, the second attempt when the movers were in TN customer just didn't respond to our phone calls. Any claims or damages needs to be reported within 30 days. We found out about the damages only from BBB complain which is a year later after the move was done. I attaches a copy of the bill of lading where the customer signed that she received the items were received in good condition and nothing was noted in the inventories about damages. While we regret that we could not handle this matter to the customers satisfaction, it is our hope that you can understand our position in this matter.

• Initial Complaint

  02/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I hired American Relocation LLC to move our household goods from Hanover, MD to Knoxville, TN. Many of our items were damaged during the move and I filed a claim as required and per the directions provided by the company. We moved in May 2021 and submitted our claim in July 2021. In August I was told that their "claims department has reviewed your damages claim. Unfortunately, we do not cover damages for items made of pressed wood or items packed by the owner (You). After careful review, we are willing to provide you with a $200 check for reimbursement. Please let me know where you would like for us to send the check." I requested that they send me a report as to what they covered as very few of our items were pressed wood and most of our items were solid oak. I also asked for the policy about not covered items such as pressed wood as I did not receive any paperwork stating this. After months of no response, I wrote in Dec. stating that I was going to file a complaint with the BBB. I received a call the next day and was promised resolution. Still nothing. They have stopped responding to my requests. I'm hoping you can help me get this issue resolved. Thank you in advance for your consideration. Best regards, A**** B***

  Business response

  03/07/2022

  Business Response /* (1000, 5, 2022/02/23) */ Hello, we are sorry that you feel this way. Unfortunately it is stated within our contract that you agreed to that we are only a limited liability company, not full coverage. Full coverage insurance is noted in the contract as well but you would have had to purchase that separately. The items on the claim were mostly particle board items/pressed wood. We do not cover those items either as stated in the contract as these are one time assembly items and any movement causes them to be shaky or damaged. Those items were denied on your claim. We did however cover the other pieces that were damaged and mailed a check for $200 to the listed delivery location. We are not sure why that check did not arrive but we spoke with accounting and have had another check issued to you that should be arriving within the next few days. We reached out to you yesterday and in the past few weeks with no reply by call, text, and email so we have not been avoiding you at all. We did resolve this and hope you receive that check this time. If for some reason you do not, please call us. We wish you all the best in your new home. Consumer Response /* (3000, 7, 2022/02/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not received a phone call since I spoke to T***** in Dec. She did email me on 1/14 stating that they were sending me a check, which I never received, nor did I receive documentation stating that pressed wood was not covered at the $0.60/lb nor a report on what was or was not covered as requested for months. I replied to her email on 1/14 and sent additional emails on 1/28 and 2/19 with no response. I sent texts on 2/4 and 2/21 with no response. Even when I remove the boxes (which were destroyed), the two dressers, the nightstand (only three items made of pressed wood), and the items I personally packed, the amount of the check (in accordance with the $0.60/lb w/ a $50 max) should be as follows: Tote - 10lbs = $6 Steel Shelving rack - 90lbs = $50 (max amt) Steel shelving rack - 30lbs = $18 Heavy Duty Tote - 10lbs = $6 Tote - 10lbs = $6 Wicker Sunroom Furniture - 7lbs = $4.20 Wicker Sunroom Furniture - 80lbs = $48 (I forgot to enter the weight on this one so removed from total) Sunroom Cushions - 5lbs = $3 Sunroom Cushions - 5lbs = $3 Sunroom Cushions - 5lbs = $3 Sunroom ottoman and cushion - 28lbs = $16.80 Steel shelving rack - 90lbs = $50 (max amt.) Floor mop - 4.65lbs = $2.79 Bar chair - 50lbs = $30 Coffee table (oak) - 120lbs = $50 (max) Silk Carpet - 70lbs = $42 Rainbow shampooer - 20lbs = $12 Glass desk - 28lbs = $16.80 Bar chair - 50lbs = $30 Tote - 10lbs = $6 Total = $355.59 Why is the company refusing to provide their policy in writing, stating that pressed wood was not covered and why can't I get a copy of what was allowed to be claimed vs. denied? Business Response /* (4000, 10, 2022/02/25) */ Hello, we did not refuse to show the policy on pressed wood at all. That statement is within the signed contract you were sent upon booking. This is not ever hidden and in most cases is explained before hand. Many of the items listed were not even included in the original claim. We have sent the final resolution amount to your delivery address again, as this is the second check sent, and you should receive that within the next few days. Consumer Response /* (4200, 12, 2022/03/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Page 3 was not included in the original quote nor the updated quote emails I received from S********. See attached. Furthermore, all of the items I listed in my claim were on the original claim I sent to S********. I included pictures and the inventory as requested. See attached. If provided an email address, I can forward the original emails with the attachments. Business Response /* (4000, 14, 2022/03/04) */ Hello. I see the attachment, page 3 would not have been on there as that is only the quote. Not the confirmation, which is attached and you electronically signed acknowledging all of the details, including the pressed wood claim refusal. We are not willing to do any further resolution amount and mailed the check for the previous amount to which you already received. We have closed this claim and wish you all the best in your new location.

• Initial Complaint

  11/04/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This moving company sent to men to move my belongings. One man didn't speak English and the other was dress in business attire while walking around with a clipboard counting my belongings to add more fees to my contract. This person was very rude when asking for his name. He replied " mover". The move was cancel due to this individuaL dropping my nightand dresser which shatter to picese. This same person became arrogant and disrespectful when I question handling of my property. To make matters worst this company unlawfully debited my account for an additional $250.00 dollars without moving any of my belongings or my permission to take my money

  Business response

  11/16/2021

  Business Response /* (1000, 5, 2021/11/05) */ Hello, we are sorry you feel you had a bad experience but in this case we chose to cancel your move. Our movers were trying to explain to you the need for mirrors and tvs to be properly packed and you chose to curse at them and treat them terrible. Our office manager was on the line while this was happening and asked you to please not speak to them this way to which you hung up on her. The fee of $250 was a cancellation fee that is listed in the contract that you signed off on. This fee is to pay the movers for the time they had already worked. The movers unloaded the items they already had on the truck and left. The night stand was not "broken in pieces" it was a pressed wood material and the top came off the pegs, it was fixed as soon as it happened. We do not allow our movers to be treated this way, even if it means having to cancel a move. They work very hard and deserve the same respect they gave to you.

• Initial Complaint

  10/11/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I hired american relocation to move my family from Maryland to Florida. Not only did they charge me $5000 over there quote, half of my belongings arrived damaged. I have emailedthemanagerMichelle with my claimsform that she requested with 30 pictures. But I still have not heard back from her or the company. It has been over a month. I also sent her the statement from my last landlord from the damages her movers caused and I was charged for the carpet being ruined from the mud on there shoes, grass was destroyed from truck to the urine that was purposely sprayed all over the walls in the main floor bathroom. Large canvas wedding pictures were slashed. My daughters 4 wheelers frame was completely cracked in 4places. I have4pages of only the important items that were broken, mainly irreplaceable items from my deceased grandparents, my daughters bed had major water damage along with several other items but Ionlyhave37characters remaining I did not include the small items that were broken.

  Business response

  10/12/2021

  Business Response /* (1000, 5, 2021/10/12) */ Hello, we are sorry you feel you had a bad experience. We have checked all emails to locate the claim you speak of and unfortunately we have not located any claim for your move. We would like to get this resolved so please reach out to your representative and send that information in to us so that we can help with this. Consumer Response /* (3000, 7, 2021/10/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a false statement due to the fact that one of there office staff, crystal, just emailed me saying they received the claims form and are only willing to pay close to $300 for any damages. $50 for a crushed 4wheeler is not acceptable. And $0 for 600 year old China set that was crushed. She stared that everything was already damaged when her movers put it on the truck and that I packaged everything. Everything that was on the claim forms had a pink sticker that proves that her workers packaged and put it on the truck. Not one response about her working urinating all over my bathroom wall and mirror. This company should not be allowed to operate. There workers sit outside of the residential house and smoke weed and then get into fist fights. There were 3 items that I begged the mover to take care due to them being from my recently deceased grandparents house and 2 out of 3 were severely damaged. (Legs were ripped off and missing from a coffee table with huge one inch deep scrapes in the wood) I do not accept the response on bbb or the one they sent to my email Business Response /* (4000, 9, 2021/10/13) */ Hello, this response was not false. You emailed the information to our staff this morning and we took care of the claim immediately. This issue is that all of the items you claimed as damaged with the exception of 4 were packed by you. We do not cover items packed by customer as we do not know how the items were packed and if they were well protected. We have full inventory sheets that state the condition of each item before the move and who packed it to show that we did not pack those items. Also, there were many items that are particle board and again, those items are not covered as they are very flimsy material. Every item we take from your home has a sticker on it. Whether you packed it or we packed it, this is how we keep track of the inventory, it has nothing to do with who packed the items. All items we packed are starred on the inventory list and most of these items were boxed, we did not box any items except the TV's which were professionally packed. Unfortunately, the paper material and foam shown in your photos to protect these items in the boxes is not good protection for fragile pieces on long distance moving. As for your claims that the movers urinated all over your bathroom and smoked on your move, this is not true. Our movers are all full time and we have never had a complaint about them and they do not do drugs. We are more than happy to pay out the claim amount to cover any items we may have damaged but we will not cover items we did not pack and this is stated in your contract and we will not entertain false allegations and harassment of our movers. We wish you all the best. Consumer Response /* (3000, 15, 2021/10/25) */ ***Document Attached*** I have several other pictures. This case should not have been closed. The company didn't offer any help with paying for the 1000's of dollars worth of damage. Everything they broke had a pink sticker on it stating that they packed it. This website would only allow so many pictures Business Response /* (4000, 17, 2021/10/26) */ Hello, We have attached the inventory sheets that were completed at the pick up location and signed off on by the customer after pick up. The inventory indicates that the customers items that were claimed for damages were indeed PBO which means packed by owner. The pink sticker on each item indicates that it is a part of her shipment, not that we packed it. The items we packed for the mover are marked with CP which means carrier packed. Please let me know if there are any further details needed. We attempted to close a claim amount with the customer that was reasonable and she indicated that we can "shove the claim where the sun doesn't shine" Unfortunately I do not think we will reach a resolution in this situation but we wish you all the best. Consumer Response /* (4200, 19, 2021/10/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The driver who dropped off my items also made a list of items that were broken and even called in to his office to tell the management. When they say I packaged an item, it means I had it ready for it to be loaded on the truck. At no point in time of my move was I allowed on the truck. Therefore the movers put my items on the truck. My atv was put at the bottom of the shipment and was crushed. Most items, like my TV stand was wrapped in blankets by the movers. The lawnmower was taken apart by the movers as well. I am attaching the list of some items that were broken and were listed CP. I was never given a copy of the drop off list that I signed. But I know I signed off on the driver's notes of all the damages. Business Response /* (4000, 22, 2021/10/27) */ We have no reason to lie in this situation. The items we packed were covered in our claim resolution that you received and that is attached. The pages you show are only 3-6 and the majority of the items you claimed damaged were packed by you. We do not cover these items per our contract as I have stated before, this is why those items only were denied. We sent you the claim resolution to which you responded rudely and denied. There is nothing further we can do to try to reach a resolution with you and going back and forth on here, will not change anything or accomplish anything for either of us. We wish you all the best in the future.

*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. ↩