ComplaintsforEast Coast Van Lines

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently hired Always Affordable Moving to help me with my move, but my experience was far from satisfactory. During the move, one of my boxes was tampered with, and an item was removed without my consent. To make matters worse, the box was resealed as if nothing had happened.This behavior is unacceptable and unethical. As a customer, I trust that my belongings will be treated with respect and care, and that they will arrive at my new location in the same condition they were in when they were packed. Unfortunately, Always Affordable Moving failed to meet these basic expectations.Furthermore, when I contacted them to report the issue, they were unresponsive and unhelpful. They showed no concern for the missing item and made no attempt to rectify the situation. Their lack of accountability and professionalism only added insult to injury.I would strongly advise anyone considering Always Affordable Moving to look elsewhere for their moving needs. Their deceptive and careless behavior is not worth the risk of entrusting your valuable possessions to them. I urge the company to take this review seriously and to make a concerted effort to improve their practices and customer service.

  Business response

  04/21/2023

  First, we would like to apologize for any inconvenience the customer has endured during the move.
  It is never our intention that customers will have a less than satisfying experience.

  
  When packing good to move you must pack each box as full and as tight as possible. There should
  not be any dead air space left in the box as that leaves room for the box to become weak when
  stacked in the truck for transport. When the box collapses due to improper packing and items being
  stacked on top of it, sometimes the whole stack of boxes will fall. If this happens boxes often break
  open (of course the damaged improperly packed box has damage to it and possibly the items
  inside). The movers will do their best to repack the items that are salvageable and save the contents
  in the box. Honestly, the movers do not know which boxes contain what items if they do not pack
  them. Further, they do not know how well or how bad a box is packed if they do not pack them. This
  is why we recommend that customers opt for the full packing service to help make sure the proper
  packing is provided for each item and to avoid situations such as above.

  
  We regret the customer found it necessary to file a complaint, but trust that the above explanation
  enables them to better understand our position in this matter.

• Initial Complaint

  02/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 2/10/2022 Always Affordable Moving Company called to inform me that my furniture was being delivered on Friday. The despatcher informed me that I owed $800.00 OR more money in the form of cash or a postal money order. Note that our original agreement was that I call for my furniture. They took the liberty of deciding to deliver my furniture at an inopportune time. I had just moved to ********* on 2/9/2022. I am completely unfamiliar with the area. On Friday I had to find my way to the post office to obtain a money order. In the interim the driver called me called and demanded to know my whereabouts. I explained that I was getting the money order and would get home asap. Additionally, I explained that I was unfamiliar with the area and try hard to return home. He yelled at me and said "if you don't get here soon I will charge you an extra $150.00 .He then hung up the phone. His despatcher also call me to ask when I would arrive. He apologized for the drivers rudeness . I explained that I was on my way back. I got lost but eventually arrived to my residence. He was standing outside a large truck arms crossed with a menacing look. I missed placed my fob and house keys. I informed him that I would to the rent office to get a duplicate and I did. It took me 5mins. Upon my return he jumped out of the truck. He was headed to my apt. I told him to were a mask. He did comply. He enter my residence looking around. He asked what room would I like the bed in.I replied the left bedroom He immediately in a highly audible rude angry voice demanded his money. "HE SAID WHERE IS MY MONEY ". I replied that's not how we conducted business when he moved my furniture. HE SAID"YOU WANT TO MAKE BET". He continued to yell at me in front the rental agent . I eventually explained that he had been quite rude and inappropriate from the beginning of this process. I told him to leave my home immediately. He used profanity and complied. I felt threatened by his behavior

  Business response

  02/16/2022

  Based on the Post Contract Order Form customer responsible for additional charges if shuttle service or long carry in case if it's necessary to complete delivery. Also customer broke the signed contract and refuse to pay prior to unloading how stated in the contract signed by customer. Driver left. As of now, customer has to pay for **********************  and re-delivery.

  Sincerely,

  Dispatch

• Initial Complaint

  11/05/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  These people scammed me out of $510 they submitted false documentation to my bank saying that I cancelled service. When in fact their driver cancelled because they couldnt get in contact with the broker. These people never reached out to me and are now trying to keep my money. I have video evidence of their driver cancelling.

  Business response

  11/08/2021

  We would like to apologize for any inconvenience that the customer may have experienced. It is never our intention for our customers to be less than satisfied with our services.

  
  Per the cancellation policy as appears on our estimate to which the customer has agreed and signed, the customer must notify us 7 business days ahead of the move date for a full/partial refund. If the customer fails to notify us according to the cancellation policy, our agreement clearly states that they may forfeit the deposit. Since the customer has failed to notify us of any changes to their schedule or that they wish to cancel the services, we must maintain our position in this matter.

  
  As per our applicable tariff and the terms and conditions on the governing **** of lading, all services rendered up to the point of cancellation of services must be paid for in full and will be deducted directly from the deposit paid by the customer. Since the service was canceled due to a change of order made by the customer and resulting in additional charges after the truck and crew were already dispatched to the pickup location, tolls and gas has been paid for; the van and crew have already spent time at the customer's residence, and the routes were scheduled accordingly, we must cover these expenses by deducting the costs from the deposit collected. Therefore, we must keep the customer's deposit to pay for the services rendered thus far.

  
  We regret the customer found it necessary to file a complaint, but trust that the above explanation enables them to better understand our position in this matter.
  

  Customer response

  11/08/2021

  
  Complaint: 16105852
  
  I am rejecting this response because:Once again, I never cancelled service the exact opposite happened the driver cancelled do to a discrepancy in items listed on the invoice. I have video footage of the driver canceling because he could not get in contact with the broker or anyone from the company. If this matter is not resolved I will be more then happy to move forward with my lawsuit, which will result to more then amount that was taken. 
  
  
  
  Regards,
  
  *****************************

  Business response

  11/10/2021

  Our Original Estimate lists what services are included and what services (if necessary) are provided for additional charges. The customer supplied us an inventory list consisting of 50 pieces to ship which were estimated to take approximately 400 CU.FT.  At origin, the customer requested to ship many more items than they previously indicated on the Original Estimate, which, in turn resulted in an increase for the total balance. Per federal regulations any additional items and services requested which were not included in the original estimate and may result in additional charges require that the movers provide a revised binding estimate which automatically cancels any previous estimates.
  
  
  If customers DO NOT accept the new charges they have the following 3 options: Cancel the move the customers can decide to cancel the move and no additional charges will be imposed other than to pay for the services already rendered. Keep Original Estimate customers can decide to only ship the original items list (or the equivalent weight / space) and utilize the services originally ordered for no additional charge. Accept the Revised Estimate customers can accept the newly revised estimate listing the additional items and services now requested and complete the move.
  
  
  The customer refused to move forward with the options presented and instead wanted to move all goods (original inventory and extra inventory) with original price. The driver did not accept it and the customer verbally informed our driver he wanted to cancel the entire move.
  
  
  As per our applicable tariff and the terms and conditions on the governing **** of lading, all services rendered up to the point of cancellation of services must be paid for in full and will be deducted directly from the deposit paid by the customer. Since the service was canceled due to a change of order made by the customer and resulting in additional charges after the truck and crew were already dispatched to the pickup location, tolls and gas has been paid for; the van and crew have already spent time at the customer's residence, and the routes were scheduled accordingly, we must cover these expenses by deducting the costs from the deposit collected. Therefore, we must keep the customer's deposit to pay for the services rendered thus far.

  Customer response

  11/12/2021

  
  Complaint: 16105852
  
  I am rejecting this response because:That is not what happened, I told your driver to put the items on the list on the truck if there where items left over then we would move forward from there.He said no I would need to pay for three items up front. As I stated before I have in the video your driver canceling, I also stated in the video, I am not canceling you are canceling and your driver said yes because he could not get in contact with the broker. I can supply the video if you would like. I never verbally cancel and my video is audio and Visual proof that your driver in fact cancel but you just stated your driver canceling but then say I verbally cancelled. That does not make sense 
  
  
  
  Regards,
  
  *****************************

  Business response

  11/15/2021

  Again, once the driver presented the options due to the fact that there were more items than previously stated, the customer refused to move forward with the options presented. The customer wanted to move all goods (original inventory and extra inventory) with original price. The driver could not accept it and thus had no option but to cancel the entire move.

  Customer response

  11/17/2021

  
  Complaint: 16105852
  
  I am rejecting this response because:
  
  Exactly there was a discrepancy in the invoice and the driver could not get in contact with the company. I never once refused to move forward. I never once cancelled or refused, the driver said he would have to get in touch with yall once before moving forward. Also the same amount of things i wanted moved was the same space that was purchased, I used with another company. Yall try tried to get over on people 
  Regards,
  
  *****************************

• Initial Complaint

  10/07/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  August 18, 2021. I paid $1266.79 to Always Affordable for to move my items from ******* **, to *********** in 30 business days or less. Today is October 7th, and are in breach of contract as it has been 35 business days.They refuse to communicate. We continue to inquire. They rarely answer their phones and email responses are not helpful. They cannot provide us with an estimate on the arrival of our belongings other than a 24-hour notice.

  Business response

  10/15/2021

  First, we would like to apologize for any inconvenience that the customer may have experienced.  It is never our intention for our customers to be less than satisfied with our services.  

  
  Delay:   Per our Estimate and **** of Lading governing this move, we have up to 30 business days from our first available date to deliver the shipment.  Although we work very hard to meet our customers requested pick-up and delivery dates, sometimes it is not always an option for a variety of reasons which makes the logistics of the moving industry complicated and unpredictable. The delivery has been scheduled for this upcoming weekend. We sincerely apologize for the delay.

  
  Carrier Contacted CSI to Initiate a Claim For Customer:   We have referred the customer  to our claims service provider CSI to file a proper claim as required by the law.  The customer was sent login information on 10/14/21 to file a claim online.  The claim login information sent to the customer allows filing a claim for loss, damage, delay, overcharges, and any complaints.  All the above can and must be compensated through the claims process as required by federal regulations.

  
  Once the claim is received it will be analyzed in the order it was received and compensation will be offered based on our legal liability and within the time frame allowed by law.  For further assistance with filing claims you may contact CSI directly at ************ or via email at ******************.  Please provide Claim ID ********  when contacting CSI.
  
  We regret that the customer found it necessary to file a ******************** complaint, but we trust that the above explanation enables them to better understand our position in this matter.
  

  
  

*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. ↩