Current Alerts For This Business
Consumers have reached out to BBB with reports that they are given price quotes for one amount but required to pay a higher amount on move day, sometimes more than twice the original estimate. Consumers have reported damaged and lost property. There are also reports of difficulties obtaining a definitive delivery date.
On September 29, 2016, BBB contacted All In One Moving and Storage Inc. to address a possible pattern of complaints.
All In One Moving and Storage responded with the following steps taken:
“The first area I would like to address is pricing. You mentioned that we provide price quotes to customers and then require them to pay a higher amount on move day. Sometimes more than twice the original estimate. This may be the case in some circumstances, but all charges are clearly justified in writing and each and every customer is provided a copy for review. Before securing services, customers are well informed of our company’s pricing policies. Furthermore, each and every customer is provided with a written contract via e-mail, so they can thoroughly read and review our policies prior to move day. A signature of acknowledgement is also required from the customer as a confirmation of review. Unfortunately, many customers fail to read the provisions and proceed to sign without fully understanding their binding contract. The biggest factor in price increases is inventory. Our contracts clearly state that the final price is “inventory based.” Unfortunately, on move day, customers usually have more items on hand then what was originally agreed upon. In some cases, double and triple the amounts of items have been recorded. This of course leads to additional charges.
In order to minimize and avoid this problem in the future, all sales reps have been instructed to clearly inform the customer of what circumstances could incur additional charges. Different scenarios are explained to the customer so they fully understand how a price increase would apply.
The second area I would like to address is damaged and lost property. All in One prides itself on ensuring that each and every customer’s belongings arrive, complete and damage free, at the desired destination. Unfortunately, accidents and misplacements do occur due to human error. In order to rectify and minimize loss and damage, All In One has now incorporated mandatory weekly training classes for all its field employees. These classes will ensure that all our field employees are fully educated and trained in loss and damage prevention.
The third and final area I would like to address is delivery dates. All In One does not provide any of its customers with guaranteed delivery dates. All In One provides delivery windows in accordance to DOT regulations. Our records and statistics indicate that in the past year, we failed to meet DOT regulated delivery windows by less than 2%. This is a great accomplishment in our perspective based on the high volume of business that we conduct on a yearly basis. Records also indicate that the circumstances surrounding the 2% failure was simply due to mechanical malfunction of our transport vehicles.
In order to minimize mechanical failure in all our transport vehicles, All In One has increased the amount of time we spend on preventive maintenance. Additionally, Pre-trip Checklists have been improved and more detail-oriented steps have been incorporated.”
BBB continued to monitor incoming complaints and determined the business failed to address the underlying cause for this pattern.