ComplaintsforAA American Moving & Storage, Inc.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear AA Moving and Storage I hope this letter finds you well. I am writing to express my deep dissatisfaction with the service provided by your sub-company, AA Moving & Storage. It has come to my attention that AA Moving & Storage is going out of business, and as a result, I am facing significant challenges in obtaining the services I paid for. Several weeks ago, I sent certified mail complaint letters to your company outlining my concerns, yet I have received no response. Additionally, my attempts to reach out to your offices via phone have been met with frustration as I continue to encounter unhelpful responses stating that no one can assist me. As a paying customer, I find this lack of communication and support highly unacceptable. I had entrusted AA Moving & Storage with my belongings and paid for services that are now seemingly inaccessible due to the company's closure. This situation is causing undue stress and inconvenience for me. In light of these circumstances, I am formally requesting a full refund for the services I paid to ******** *** ***** for the relocation handled by AA Moving & Storage. Furthermore, I am willing to take on the responsibility of moving my belongings out of your facility to a new location before April 10, 2024. Alternatively, if ******** *** ***** prefers to facilitate the relocation process for us at no additional charge, we would be open to that option as well. I urge ******** *** ***** to prioritize this matter and provide a prompt resolution. It is imperative that you address the concerns of your customers in a timely and satisfactory manner. I expect to receive a response from your company within [insert time frame] days confirming the arrangement for a full refund and outlining the next steps for the retrieval of my belongings. Thank you for your attention to this matter. I trust that you will take the necessary actions to rectify the situation and restore my confidence in your company's commitment to customer satisfaction.

  Business response

  05/09/2024

  We are regretful that **************** did not have a pleasant moving experience. Management has been in communication with him to apologize for the inconvenience he experienced and to discuss an amicable compensation. He has accepted our offer of a $500.00 refund. He has been emailed the necessary refund documents and when signed and returned, his refund will be processed. Thank you. Sincerely, AA American Moving & Storage, Inc.

  
  

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a customer who is trying to pay my ********************** fee. I was advised that the bookkeeper ***** is no longer with the business. I tried calling her replacement ******* at *********************. The call keeps going to voicemail. I left over 20 voicemail messages and spoke with ****** at Ext 196 on numerous occasions. Each time ****** indicated that she would give the message to *******. I never received any callbacks from *******, nor did I receive one from the other 19 messages left during December. On 12/26/23, I received an email stating that my payment was taken out of my bank account without my authorization. I call in my payments every month. I called Ext 196 and spoke with ****** and explained to her what happened with the unauthorized payment, she indicated that ****** of the *************** would call me back the next day, that he would reverse the payment and I then could call back and pay as usual. As of 1/5/24 I have not received a phone call from ******, nor has that payment been reversed. I called on 1/5/24 to make my payment. I again called *********************, went to voicemail. I called EXT 196, call would not go through, The voice message said, Call failed, no one answered, I called again, pressed 2 for customer service, and asked to be transferred to ****** in Accounting. Was transferred to ****** who was nasty and rude. She advised that Accounting does not to talk to customers. I just want to make my storage payment without the bad customer service and running around. This business committed fraud with the unauthorized payment and refuses to take accountability.

  Business response

  01/20/2024

  This complaint is still under review and we will provide resolution shortly. Thank you.

  Sincerely,

  AA American Moving & Storage, Inc.

  Customer response

  01/31/2024

  
  Complaint: 21103602
  
  I am rejecting this response because:
  The business is still investigating the complaint. Keep this  complaint open until the business replies with their findings. 
  
  
  Regards,
  
  *********************************

  Customer response

  01/31/2024

  
  Complaint: 21103602
  
  I am rejecting this response because: As I stated on the phone with ************** of BBB who seems to be incompetent to this matter.  The business has stated they will provide an answer shortly. The case is to remain open until the response from the business is made. Once the response is made, I will respond to indicate if it is acceptable or not.  No one has requested for the case to remain open forever, that's illogical. Give the business time to investigate and respond.  ****** C how about you follow up with the business itself and set a reasonable time for them to complete their investigation and to respond back. Thanks.
  
  
  Regards,
  
  *********************************

  Business response

  02/05/2024

  ************************** storage account is now being handled by ******. He has been in contact with her recently to provide payment information and moving forward, she will be his point of contact. Thank you.

  Sincerely,

  AA American Moving & Storage

• Initial Complaint

  08/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called on 8/2/23 to make my monthly storage payment. I usually call *********************** at ****************** to make my payments. **** calls multiple times and sends me multiple emails to make my payments. I make my monthly payments every month, never have been delinquent. As a matter of fact, when they had no one to collect payments before to hired ****. I made sure to call in and make my payments. I asked **** politely to not call me multiple times, nor send me multiple emails. This organization has never had an issue with me making my payments to stay on my back. **** pretended like she did not understand *******, she kept saying to me, you want me to call you each month. I explained to her because she was rude by harassing me for the payments, to not call me, nor send me email reminders after the first call. Today, is the second oof the month, she walled me 5 times, and sent me two follow up emails. I am beginning to believe **** is racists. The U.S. military needs to take a good look at this organization if it's giving them contracts. I repeated myself five times to ****, and she still kept saying the same thing to me over and over. At one point, she stated, I can connect you to my boss, but did not, instead she harassed me over and over by repeating, "you want me to call you." I am saying again, she can call me one time only. I do not need multiple phone calls or emails to tell me to make my payments. I am not some dumb person who does not pay his bills. If **** is going to harass me, she does not need to contact me. I will call in my payments going forward. Very simple. SHAME ON AMERICAN MOVING!

  Business response

  08/11/2023

  August 11, 2023
  
  Job Number:   55120-**
  
  We are writing to confirm the receipt of the complaint filed by ********************************* against our company, AA American Moving &Storage, Inc.
  
  All storage customers are required by AA American Moving & Storage to have their monthly storage bills set up on auto pay. An exception was made for ********************************* because he refused. He was then required to call in his $150.00 monthly storage payment on/or before the first of the month.
  
  In the past when **** processes the storage payments for the month and she hasnt heard from **********************, she makes a courtesy call. On 8/1/2023 when she processed the storage payments for the month and realized she hadnt heard from him, she called him to remind him that his payment was due. Her call was not answered, so she left a voicemail. As per company policy, an email was also sent to ********************** advising him that his $150.00 payment was due.
  
  As every phone call to our company is recorded, the call logs between ********************** and **** were reviewed by management. Contrary to ************************ claim, not once during their phone call was ***************** to him. Call logs can be provided if requested.
  
  Moving forward, ********************** has two options; phone in the $150.00 monthly storage payment on or before the first of every month or mail a check to our corporate office listed below.
  
  Sincerely,
  
  AA American Moving & Storage, Inc.
  ************************
  *************, ** *****

  Customer response

  08/11/2023

  
  Complaint: 20414511
  
  I am rejecting this response because: The company's management misinterpreted my complaint. I did not say **** was rude to me during our phone conversation.  I indicated that, "she was rude per harassing me with multiple phone calls and emails, meaning more than one." There is no need to call me multiple times or send me multiple emails.  ************ has not had any issues with me making my payments each month.  **** is fully aware of what she was doing. Going forward, I will call in my payments. All I requested, is that one phone call be made, and or, one follow-up email as management stated, NO NEED FOR MULTIPLE PHONE CALLS and MULTIPLE EMAILS!  When a customer is delinquent and does not male payments you then proceed to multiple phone calls, emails and or collections.  ************ has never had an issue with me and my payments. I WILL CALL IN MY PAYMENTS GOING FORWARD!
  
  
  Regards,
  
  *********************************

  Business response

  08/22/2023

  
  August 22, 2023
  
  As previously stated, storage payments are due the first of the month.As long as ********************** makes his payment on or before the first of every month, he will not receive a phone call.
  
  Sincerely,
  
  AA American Moving & Storage, Inc.
  ******************************************************************
  

• Initial Complaint

  02/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have reached out to Tami N***** at Colonial Van Lines who works in accounting who collects payments for A.A. Moving to make my monthly storage payments on 2/2, 2/3 and 2/4, was put into voicemail. Left voice messages. No return phone calls. She also gives me a problem each month with granting me a receipt. She stated in an email to me dated 1/3/23 that I am the only customer who asks for a receipt so as a courtesy to me they will not grant me a receipt unless I ask for one. I was also advised that I will have to start paying a surge charge if I pay with a credit card. I make my monthly payments using a Visa Debit card. It is unlawful to charge surge charges on Debit cards. I reached out to Tami to verify email dated 1/24/23, no reply to email. Also, in my contract with A.A. American, the written agreement it does not state anything in regard to a surge charge. Not clear if surge charges can be charged against payments if you are leasing. I also inquired into other payment options without surge charges, no response to my email. I just want to make my monthly payments, receive a receipt, and get answers to my questions. I don't think this is too much to ask for. I have always been courteous in my interactions with Tami and others at A.A. Moving. I would like to receive it back. Good customer service should be top priority when doing business with others.

  Business response

  02/15/2023

  We apologize for the inconveniences. Customer service will be reaching out soon to ensure all issues have been resolved. Thank you.

  Sincerely,

  AA American Moving & Storage

  Customer response

  02/15/2023

  [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:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  ******* *********

• Initial Complaint

  10/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I hired A.A. American Moving Company to move my furniture out of my apartment on 7/30/22 and to store my furniture at its warehouse. I was supposed to start making monthly payments beginning in Sept 2022. I had a free month, the month of August. September comes around and I am not billed. I call and call and call. spoke with multiple people. I made a payment of $150.00 on Sept 8, 2022. I spoke with a ***** on the telephone who took my credit card info, said he would call me back with a confirmation as he was not the one handling payments. I never received the phone from *****. October comes around, I am not billed. I called on October 3, 2022. I called the number of ***************************** ext. 633, at ************. ****** was the salesperson who arranged my move. A lady answered the phone. Took down my information, said a manager name *** would call me back. She asked for my Job Number. I never received the phone call. I think this company scammed me. I do not know if my furniture is actually at the warehouse. I keep getting the run around, and no one returns my phone calls or email messaged. I need this business investigated.

  Business response

  10/12/2022

  
  October 12, 2022
  
  Job Number:     55120-**
  
  We are writing to confirm the receipt of the complaint filed by ********************************* against our company, AA American Moving & Storage, Inc.
  
  Management has been in communication with him to apologize for the accounting mishap regarding his storage bill.  His payment was collected over the phone. Thank you.
  
  Sincerely,
  AA American Moving & Storage, Inc.
  

  Customer response

  10/12/2022

  [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:
  
  I have reviewed the response made by the business in reference to complaint ID ********. *** the supervisor has reached out to me via voicemail, asking me to drop my complaint as it will harm the business.  Without customers there would be no business. Treat your customers like you would want to be treated if placed in the same situation.  This matter could have been resolved back in September if the business had been honest and upfront with me.  I did not appreciate the initial response and follow up as if it was a joke.  However, I will accept the resolution and look forward to superior customer service going forward. 

  
  Regards,
  
  *********************************

• Initial Complaint

  06/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They moved and stored my furniture and belongings. The were supposed to deliver some in May 9th. I flew to ************** to receive but they did not show up. When I called they said someone would call in 30 minutes. I called again and after 3 hours finally spoke to someone. They now said delivery on May 11. Explained I would be there and they agreed to deliver everything on June 24. They did not deliver again after I called 4 times the prior week and was told they would deliver on June 24. I have called multiple times and told I would receive a call back. No call backs no furniture

  Business response

  07/08/2022

  
  Job Number:     52290-**
  
  We are writing to confirm the receipt of the complaint filed by *************************** against our company, AA American Moving &Storage, Inc.
  
  We are regretful that ************************ did not have a pleasant moving experience. Management has been in communication with him to apologize for the inconveniences he experienced and to discuss an amicable compensation.We have come to an agreed upon settlement in the amount of $714.29 which will be deducted from the balance leaving a zero balance due on both jobs. Thank you.
  
  Sincerely,
  AA American Moving & Storage, Inc.
  

  Customer response

  07/08/2022

  
  Complaint: 17476628
  
  I am rejecting this response because: I have multiple damaged, broken and missing items
  
  
  
  Regards,
  
  ***** Del *******

  Business response

  07/27/2022

  
  As previously stated, we are regretful that ************************ did not have a pleasant moving experience. Management has been in communication with him to apologize for the damages incurred and to explain the claims process. He has been emailed the necessary claim form and when completed and returned to the claims department, it will be processed according to the terms of his contract. Thank you.

   

  Sincerely,

  AA American Moving & Storage, Inc.

  Customer response

  07/28/2022

  
  Complaint: 17476628
  
  I am rejecting this response because: I spent a large a mount of money to fly to ************** because I was told of a May 9 delivery date. I also had to make additional arraingments in June when they did not deliver as promised. That has not been addressed
  
  
  
  Regards,
  
  ***** Del *******

• Initial Complaint

  10/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8/30/21, AA American failed to move my sofa. ******* a representative for the company, admitted that the movers never notified the company about their inability to move the sofa. The company only learned about it after I filed a complaint. After my complaint, the company conducted interviews with the movers, at which time they confirmed this to be true. No subsequent effort was ever made by AA American to move the sofa in a timely manner. On approximately 9/14/21, ****** offered to have the sofa moved. This offer was neither timely or reasonable as new owners had taken possession of the home. The sofa was considered a total loss at this point. At the time of payment, no discussion was made about reducing the **** and currently, no effort has been made to reimburse me for the failure to move the sofa. The estimate to have another company move the sofa was $350. Also, The movers did not use all the packing materials I paid for at an estimated cost of $250. I am seeking $600 refund.

  Business response

  10/14/2021

  October 14, 2021
  
  Job Number:     45725-**
  
  We are writing to confirm the receipt of the complaint filed by *********************** against our company, AA American Moving &Storage, Inc.
  
  Mr. ***** contracted our company to perform the relocation of his household goods from **********, ** to **********, **.  We are regretful that Mr. ***** did not have a pleasant moving experience and we are working diligently to resolve all issues.
  
  Management has been in communication with Mr. ***** to apologize for the inconveniences he incurred and to assure him that we are committed to coming to an amicable resolution.  
  
  Sincerely,
  American Moving & Storage, Inc.

  Customer response

  10/14/2021

  
  Complaint: 15984870
  
  I am rejecting this response because:
  
  Before I filed the complaint with the BBB, I left a message with the business and they never returned the call. AA American Moving & Storage has not contacted me in over 2 weeks. They claim to be working diligently to come to an amicable resolution, but there is no evidence of this being true. My move occurred on August 30, 2021 and today's date is October 14, 2021. The business appears to be ignoring me while pretending that they are trying to come to a resolution.
  
  Regards,
  
  ***********************

  Business response

  10/21/2021

  
  As previously stated, we are regretful that Mr. ***** did not have a pleasant moving experience. Management has been in communication with him to apologize for the inconveniences he experienced and to discuss an amicable compensation. We have come to an agreed upon settlement in the amount of $425.00.
  
  The necessary refund documents have been emailed to him and when signed and returned the refund will be processed accordingly. Please allow 30 days for refund processing.
  
  Sincerely,
  AA American Moving & Storage, Inc.

  Customer response

  10/27/2021

  [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:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  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. ↩