ComplaintsforNorth American Moving Services, LLC

• Initial Complaint

  07/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 1,2021 I. Googled Moving Companies. ********** ****** ********** came up. I requested a quote on line. Chris D. Called me and gave me a quote that was approximate. I explained I needed to be moved by the 20th. He gave me a window date being the 18-19th of May. On the 18th I called and I was told that they would come on the 19th. On the 19th they called and explained a truck had broken down. I gave a down payment of $851.00. On the 12 they requested another deposit of $791.00. Long story short they never came to move me and they never provided any service for me. I did not know they used the North American Moving Company LLC until it showed up on my credit card bill. I would like reimbursed for money paid services not rendered.

  Business response

  03/07/2022

  Business Response /* (1000, 10, 2021/08/30) */ Contact Email: ****@prestigemovingandstorage.com Customer was originally quoted $851 deposit for the the move to begin. Our Q&A team contacted the customer to make sure that the inventory list was correct and that the customer didn't need to add or take away from the inventory list. Once our Q&A team contacted the customer, the customer wanted to add to their inventory which they would have to make another deposit for the additional items and sign a new contract for the items added to the inventory list. On 05/18/2021 our dispatch office confirmed ******* ***** pick up for 05/19/2021 between the hours of 3PM-5PM, but the customer refused that timeframe. On 05/19/2021 our dispatch office spoke with ******* ***** and said we could arrange her pick up for 9AM-11AM or 3PM-5PM on 05/20/2021, but ******* ***** chose to cancel our services. We explained to ******* ***** during booking that someone needs to be available at the pickup location both days of the pick-up window between the hours of 8AM-9PM PST. We tried to work with ******* ***** to arrange a pick-up time that was suitable, but ******* ***** was not satisfied with the time frames we provided and chose to cancel her booking. As per the contract: "I UNDERSTAND THAT IF I CANCEL MY MOVE AFTER SEVENTY-TWO HOURS, BECAUSE MOVING COORDINATOR SERVICES HAVE BEEN RENDERED AT THAT POINT IN TIME, I AM ONLY ENTITLED TO RECEIVE A CREDIT OF MY DEPOSIT FOR FUTURE INTERSTATE MOVING SERVICES TO BE USED BY THE CARDHOLDER WITHIN A TWELVE MONTH PERIOD FROM THE DATE OF CANCELLATION WITH NORTH AMERICAN MOVING SERVICES." We reminded ******* ***** of the cancellation policy within the contract that ******* ***** signed on 05/03/2021 and ****** ***** signed on 05/12/2021.

• Initial Complaint

  07/30/2021

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  North American Moving Services contract our move from ************, CA to *****, ID. In order to have our shipment guaranteed on July 1, 2021 I paid an additional $750.00. Another representative followed up to verify the cubic square footage and sold me additional space that he said I would be reimbursed for if I didn't use. I wrote a check to avoid paying an additional $50.00 that they charge to take your credit card. The movers showed up to move our belongings at 11:00pm and did not leave until 3:00am. They stopped in Las Vegas and dropped our things at a warehouse and we haven't seen or heard anything since then. The phone numbers for North American Moving Services are no longer working and the only person that I can reachis the mover that transported our things to the warehouse in Las Vegas. Do I call law enforcement? Were my things stolen? Or do I call my attorney? I just want my things and my additional charges back. I don't want this to happen to anyone else.

  Business response

  03/08/2022

  Business Response /* (1000, 10, 2021/08/30) */ Contact Email: ****@northamericanmoving.org Customer has been delivered as of August 8th. We will be refunding you for your expedited shipping. Consumer Response /* (3000, 12, 2021/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company has never contacted me and all the phone lines have been disconnected.

• Initial Complaint

  07/28/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company tried to charge my credit card for a move that didn't happen. I was looking for a moving service. I had others looking for a moving company for me. After talking to this company, I found they are brokers who hire Third Parties to do work for them, and charge you for moving services that they don't provide. They also don't deliver your merchandise or goods. Things get stollen. I supposed to have talked to them on May, 9th, 2021 about moving services. They charged my credit card and never called, They told me it was Mother's Day and they had to take off to spend rime with their families instead when I finally got a hold f them 2 days later. I had already filed a dispute and cancelled services with them by my credit card company on May 9, 2021. They tried to say I cancelled a day before my move which was Ma11, 2021 and not refund me my $562.00 down payment. I investigated them on BBB and found out this was SCAM going on with others also. They have been scamming others.

  Business response

  12/16/2021

  Business Response /* (1000, 5, 2021/08/04) */ We are offering no response at this time since the case has gone to arbitration.

• Initial Complaint

  07/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  Date of Transaction: 5/12/21- 5/14/21 and 5/27/21-5/29/21 Amount of money paid to North American Moving Services: $14728.00 What the business committed to provide: 1. Door to Door pickup and delivery 2. Placement of goods in desired location at destination What the nature of the dispute is: 1. The furniture was unloaded from the moving truck to the parking lot of a ******** 2. The movers left it to us to find a way to move a 27 foot truck plus trailer of furniture to our home with no intent to provide any further service. 3. The issue is Moving Services provided the manifest (as mentioned above) as proof of delivery but a ******** parking lot was not our destination per the contract. Order number/Tracking number: Job No. ******** initiated 3/16/21. Desired result: Reimbursement for the additional costs and rentals we had to incur due to their refusal to deliver our property to the stated address on the Job Order: $3182.23 See attachments for copy of contract list of expenses.

  Business response

  02/15/2022

  Business Response /* (1000, 5, 2021/07/27) */ Regarding the delivery, the delivery driver said that the truck would not fit into your development and we don't force drivers to drive places they feel like they will get stuck at. In those situations a customer would have to pay long carry fees or shuttle service to get the items to the property. However, your driver said you had a ****** and he loaded your items for you. If you have any other concerns or would like to speak with someone you can call our dispatch office at ************ Monday-Friday 9AM-5PM EST. Consumer Response /* (3000, 7, 2021/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1. Large moving vans can navigate the streets to our home. We have a picture of one the exact same size that came to Our street the Next day. (Please advise how to upload the picture) 2. If you can't make the delivery, then the company should not refuse to unload from the moving van to the ****** and then unload to the agreed destination WITHOUT asking for an additional $4400. That is fraudulent and extortion. 3.The contract stated to unload at the designated destination on the contract. It should be the responsibility of the moving company to complete this if the driver can't deliver to the designated address. 4. The driver was actually calling other home owners telling them the same thing while his crew was unloading our property to the ******. 5. We only offered the ****** after they threatened to take our property to an "Undisclosed Storage" facility if we did not pay the extra $4400 to load and unload from a ****** if we rented one. That is ridiculous. 6. We were told Repeatedly that our property was a large enough move (over 4000 cubic feet) to warrant its own truck. 7.Why would we question whether the driver can actually drive a large semi-van when that is the moving company's responsibility to determine how to deliver our property to the contracted address NOT a ******** parking lot. 8. A final note, they did not agree to even help unload to a ****** without additional pay but they would not unload to our home without the additional $4400 in Cash (That is above the USPS Money Order limit per day as well as the ATM limit per day). That means that our Only Option was to make a "deal" with these guys to at least give us our stuff and then we would find a way to get it to our house and unload it. 9. We have Never experienced such poor service and certainly not when paying over $14000 for a move. 10. Another note: the moving van was not marked and was in very bad condition. Not what you would normally see for a top line mover. Business Response /* (4000, 17, 2021/08/17) */ ***Document Attached*** On the contract it states that if we are not able to fit the 53-foot semi trailer into your development there with be an additional shuttle fee. The driver deemed the he was unable to get the truck into the development safely so instead of paying the shuttle fee the customer opted to rent their own ****** and pick-up their items from a different location that the customer and driver agreed upon. The driver then unloaded the items from his truck and loaded up the items onto the customer's rented ******. I am attaching our contracts as examples of what the customer would have signed at pick-up with highlighting over the shuttle policy/pricing. Consumer Response /* (4200, 19, 2021/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) In order to complete the delivery of our property to our home, they requested an ADDITIONAL $4400 to load to the rented truck and unload to our destination. We were denied Any interface on the "supposed" calls the driver made to his manager and after calling 5 different numbers to reach the Moving Services dispatch,we decided to rent a truck since there was no way to get $4400 Cash Only to get our property and the other option was they were going to "store" our property in an undisclosed location. If these practices sound like a legitimate business please advise what a dishonest or extortionist business practice would be. Lastly, the manifests listing our property were very difficult to read and listed everything in generic terms; and since they also refused to unload at all unload it was signed. There was no way out of the mess unless we agreed to their terms or gave them $4400 cash on the spot. If you check they are currently under investigation for extortion and fraud so NO we do not accept their explanation. We have moved many times over the years and were never given such a ridiculous demand at the end of delivery. We paid over $14000 for the worst move of our lives and just about Every piece of our furniture and many of the boxes were severely damaged. Your agency should look into the current state of their company in Las Vegas, NV. A North American Van lines truck the same size drove down our street the next day. Nothing they are saying is logical or valid.

• Initial Complaint

  07/19/2021

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  At the start of my moving contract, I was told that they handle all of their own moves with their own trucks and movers. I was also told that if I needed storage, my items would be stored in Las Vegas. However, when my movers showed up, from ***********************, they were from a different company and I came to find out that North American is actually a broker. I requested delivery on 7/2/2021. I have been trying to get information on my delivery for the past two weeks. I was told anything from my stuff was in Las Vegas and it would be there next week, to they were trying to contact the dispatch person, to no one knew where the driver was. I again was told my things were in Las Vegas and they would be there within a week. This was 2.5 weeks ago. I finally got ahold of *******, who told me that my things were stored in North Carolina, that I wouldn't have delivery for another 2-3 weeks as of 7/19 and that everything North American told me was essentially false.

  Business response

  12/14/2021

  Business Response /* (1000, 5, 2021/07/21) */ We try to make every customer aware of what takes place on a move and give average delivery times. We also never guarantee a time because there are many factors that could potentially delay a delivery. On the day the customer was picked up we explained the delivery process. We also gave her a form to sign. This form asks the customer to write in the first day they are available for delivery and signs it. It also states that the move may take up to thirty business day to complete. We are within the contracted dates for delivery that ********* ***** agreed and signed for at pickup. ********* ***** has called in to our office and we have spoken to her regarding her delivery. The driver will call 18-24 hours before delivery to let the customer know the exact date and time frame that they will be arriving. Consumer Response /* (3000, 7, 2021/07/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not arguing the terms of the contract that I signed. The company has made several false verbal promises to me throughout my interactions and refused to respond to my concerns in a timely manner. Again, this company advertised themselves to me as a moving company, not a broker. They told me my items would be stored in Las Vegas, when they are actually being stored in North Carolina. I called several times and no one was able to tell me where my items were. I had phone calls and concerns left unanswered and calls left unreturned. I was told that, "they have 7-21 business days to deliver," not the 30 they are now claiming to have in their response above. I was also told that, "it wouldn't take the full 21 days because trucks run from Las Vegas to Phoenix all the time," again implying that my things would be delivered sooner and that they were stored in a different location than they actually are. When I spoke to the actual moving company, I was informed that it would be another 2-3 weeks for my items to be delivered, putting my delivery outside of the 21 days that are guaranteed in my contract. I am an essential healthcare worker, who has limited free time to be making these calls and trying to coordinate the delivery of my items, a service that I paid this company for. Additionally, as an essential healthcare worker, I do not have the flexibility in my schedule to have an 18 hour notice to get off work and meet a delivery person, something which I again was verbally told would not be an issue, and now the company, in response to my complaint, is going back on their verbal promise, saying I'd be notified with 18-24 hours before delivery. Business Response /* (4000, 9, 2021/07/27) */ Please contact our dispatch office regarding the delivery eta. Their number is (***) ********. Just explain your situation and hopefully they will be able to give you more advance notice of your delivery date and time. Consumer Response /* (4200, 11, 2021/08/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I already contacted the dispatch prior to this response. They informed me that I was provided incorrect information from North American. I would like the $779.00 deposit I paid refunded, because the company lied to me about the type of company they were, stating they were an in-house moving company, not a broker, provided me terrible customer service, and I ultimately had to bypass their company and go directly to the actual moving company to get any information about my property and its whereabouts.

• Initial Complaint

  07/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  This is a horrible dishonest company. They do not answer their phone and rarely return voice mail calls. When they came to pick up our household goods, they arrived almost 12 hours late with an exhausted crew. The truck was not loaded until after midnight when it was scheduled to be loaded at 8:00 AM. When the truck arrived it was almost half full. They could not get all of our household goods on the truck, so a pile was left sitting in the garage. They estimated our goods were 1,350 cubic feet but the truck was almost half full when it arrived and only has a rated capacity of 1,600 cubic feet. So how could we possibly have 1,350 cubic feet? We've written two letters of complaint, and they have not responded to either. Initially, an employee named Julius was very sympathetic and promised to help us, but shortly after we contacted him, he blocked my email messages and we never heard from him again. We were told he quit his job there, but no one has stepped up to take his place. Overchar

  Business response

  12/10/2021

  Business Response /* (1000, 5, 2021/07/13) */ I will forward your comments to our accounting department to review for any discrepancies. Consumer Response /* (3000, 7, 2021/07/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a nonresponse and ignores a dozen issues I've complained to them about, not the least of which is they have never addressed any of the issues I complained to them about in writing multiple times! This continues to be a horrible dishonest company loathe to address their many problems. Business Response /* (4000, 9, 2021/07/20) */ The sales rep that was working with you did not block your email address. He has not worked here for 2+ months and his email account was disabled when he resigned. Also, none of our trucks are rated at 1600CF. All our trucks are rated at 1***CF (not including the liftgate capacity) or more. However, we would like to get this straightened out. Please contact the dispatch department at your earliest convenience at (***) ********. They will be happy to assist you. Consumer Response /* (4200, 11, 2021/07/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) When an employee quits, most companies assign his work to another employee, but not yours. My email was blocked and no one from your company made any attempt to contact me or resolve my complaints until I contacted BBB. Even so my lists of complaints have yet to be addressed by your company. You do not respond to phone queries in a timely manner, nor do you respond to my concerns in any manner. You now ask me to call you on a voice phone when I am a deaf man! Just exactly how do you expect me to do that. I usually communicate via email. The truck that picked up my goods was a ***** rental truck, not your truck. The capacity of the truck is listed on the ***** web site. I doubt they would lie about that. I would love to resolve these issues which is why I've gone to such extraordinary lengths to try and get you folks to respond to me! Business Response /* (4000, 13, 2021/07/27) */ We all have experience speaking with the relay operators for our customers who are deaf, hard of hearing or speech impaired. You can dial 711 or for ********** state 1-***-***-**** to contact a relay operator in your state. Consumer Response /* (4200, 15, 2021/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am a deaf veteran. The VA no longer supports TTY and I don't have a land line phone which they normally require. To use the relay service requires the TTY I have no access to. I don't understand why this company is so reluctant to respond to my emails. I have sent several including lists of complaints at least twice to multiple people which have never been responded to. When it comes to customer service, this company is wholly lacking. I also find it curious that when an employee who was actually helping me quit, not one person stepped up and took over his work load. I've never experienced that with any company before. All in all, this company seems simply unwilling to seriously address issues so it spends it's time seeking excuses not to do so rather than just address the issues raised.

• Initial Complaint

  07/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Job #******** picked up my furnitre on 4/15/21, Contract was for 30-60 days FREE storage, I purchased a Condo in *********, FL and the closing date was on 6/17/21. I received a call from Rose June 1, 2012 informed me that they had a truck available to move me to FL on the 3rd/4th, Told her no can do, I had not closed on my condo, said she would take care of it. Next thing I know received a call from Sergy B****** from ************* had my furniture to be delivered, I was unable to give him address as I had not closed yet, He said going into storage, end of story. North American Moving would NOT tell me what storage, said I had to pay $1,372.00 cash or postal MO they will then let me know, I paid on 7/2, sent UPS, they responded and said they received, now they are still not telling me where the storage is, said Driver is out of the state. Where is my furniture? A bunch of scamers and was holding my furniture HOSTAGE until I paid, I am sitting in a empty condo. Please help!!!

  Business response

  12/09/2021

  Business Response /* (1000, 5, 2021/07/13) */ Unfortunately, the driver who put your items in storage is out of the country for 2 weeks. As soon as he gets in contact with us we will forward you the information and get delivery set up. Consumer Response /* (3000, 7, 2021/07/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) REF: Job #*******. contract was for 60 days free storage from 4/24/ - 6/24/21 they delivered within 30 days and put my furniture in storage on June 8th, had no address to give them as I had not closed on my condo that I purchased, closing date was to be June 17th, North American WOULD NOT tell me where the storage was.They wanted cash when delivered, I had a balance of $1,172.00 and they said the driver paid $200.00 when he put into storage, I wanted a receipt, never received it, I had to pay before delivery, was informed at time of pick up to pay when delivered, I was waiting for the delivery date, never was informed, They demained that I pay and they will tell me where the storage was, I finally paid the $1,372.00 by postal money order on July 2nd so I can get delivery....now they still will not give me any information where the storage is...in Las Vegas or FL. NOW they informed me that the driver was out of the county on family emergency for two weeks - ** still not telling me where the storage is. I had called them several times, never a call back, they did not honor the 60 day free storage, I have medical equipment in my shipment, i.e. walker, canes blood pressure machine, etc, amd all my medical history that I need here in FL. Have several emails back & forth with them. Have you not reviewed your data base listing all the complaints from other customers? Guess not!!!!! They need to be shut down!! God knows if I am going to get my furniture and what conditions it would be in and what would be missing. It's been over three months now, You are excepting the fact that the driver is out of the country and did not deliver before. Who's paying the storage fees???????? They probally sold everything by now........WHERE IS MY FURNITURE....THEY HAVE MY MONEY!!!!! Business Response /* (4000, 9, 2021/07/20) */ I have reviewed both of the contracts that you signed. The first on 04/13/2021 and the second on 04/15/2021. Both contracts state 30 days of free storage not 60 days. That is why you got delivered sooner than you wanted when you weren't available. It is also stated in the contracts that "remaining balance on delivery must be paid either by U.S. Postal Service money order, or cash. Delivery payment is required prior to the unloading of the goods." I have contacted the dispatch department and have been told that your balance was paid in full and that you have already picked up your items. Please let me know if you require any additional assistance with your booking. Consumer Response /* (4200, 15, 2021/07/21) */ They are liars, I HAVE NOT PICKED UP MY LOAD, I got a email from them stating: ok here is your storage information (after 3 months) ************************************** UNIT **** BLDG B GATE CODE ***** MY JOB IS THE JOB WITH ALL THE BLUE STICKER COLORS, PLEASE AVOID THE OFFICE THE STORAGE IS IN OUR DRIVERS NAME, THERE IS ANOTHER CUSTOMER'S JOB IN THE UNIT, IF I TAMPER OR TAKE ANY OF THOSE ITEMS THERE WILL BE A POLICE REPORT, WE WILL NOT BE DELIVERING OUT ITEMS, ETC., would you have gone over there, storage not is not in my name, no key said was under the door. Who in there right mind would bo over to the storage unit. If I did not pick up then WHO DID. I am 83 years old have not one that could have taken me over there to pick up in storage, besides I called a movers and they would not go over there to help me. How can you close this case on there word? Besides I have a contract that I had 60 days free storage in NV not 30 days. I have gone over to the Sheriffs Deparmtnent. I just about had all I can take with them, I am now getting a attorney. I guess this was a waste of time informing you about this SCAM of a company, who has all my load and who knows they may have sold everything, This is everything I owe, nothing to start with my new place, no clothes, no medical insurance info, NOTHING!!!!!!! I HAVE A CONTRACT SIGNED INDICATING I HAD 60 DAYS FREE STORAGE IN NEVADA, NOT 30 DAYS, GUESS THIS MEANS NOTHING TO YOU, THANK YOU BBB FOR YOU HELP!!!!! Business Response /* (4000, 17, 2021/07/23) */ Take a deep breath. I am just relaying information that was given to me. Of course we care about your situation and will help you. Please take a look and read over your contracts because I have them in front of me and there is nothing on either regarding 60 days of storage. Both have 30 days of free storage listed, but not 60 days. If you need copies of your contracts I can send them to you. Remember these are contracts that you reviewed, signed and agreed to. Okay, so as of right now what would you like to happen? Consumer Response /* (4200, 19, 2021/07/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) They made out a contract for 30 days, NOT SIGNED BY ME as I asked for 60 days ****************** filled out the paper work and I signed on 4/24/21 so did the person that picked up my belonging. DO NOT HAVE A SIGNED CONTRACT FOR 30 DAYS FREE STORAGE, it indicates that the earliest to be delivered would be 6/24/21, so don't tell me to take a deep breath. I STILL DO NOT HAVE MY BELONGINGS AS I CANNOT FIND ANYONE TO PICK UP FOR ME AS THE STORAGE IS NOT IN MY NAME, BBB IS A CROCK, NOT ONCE HAVE YOU CONTACTED ME TO SEE ABOUT THE DELIVERY, THEY HAVE NEVER TOLD ME WHERE THE STORAGE WAS, WHY????? THEY SAID I WAS TO PAY THE BALANCE UPON DELIVERY.......I PAID THE BALANCE......YOU ONLY BELIEVE THESE JERKS, WHAT ABOUT ALL THE REVIEWS ON THIS COMPANNY, AND YOU STILL STAND BY THEM. I HAVE TAKEN OTHER STEPS TO TRY AND GET MY BELONGS OUT OF THIS BOGUS STORAGE THAT WILL NEVER ANSWER THEIR PHONE, AND WAS TOLD NOT TO GO INTO THE OFFICE..........WHY????? SO FORGET TRYING TO HELP A 83 YEAR OLD LADY WHO HAVE NOTHING BUT THE CLOTHES ON HER BACK I HAVE A CONDO BUT NOTHING TO MAKE IT A HOME!!!!!!!!!!!!! BEEN WAITING SINCE APRIL......

• Initial Complaint

  07/10/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The response from North American Moving to my complaint is blatantly false and contains multiple lies and misrepresentations of the facts. Their contract which I signed explicitly states I will be contacted two weeks prior to my move to finalize the scheduling. I received no such contact and repeatedly attempted contacting Missy O****, my assigned rep, via email, work phone and cell phone. Reference attachment ******* email 2021-03-12 D-***********. On 3/12/2021 I finally received an email back from Missy O**** saying I would have a call within the week. On 3/18/201 I contacted Miss O**** via email once again, reference attachment ******* email 2021-03-18 D-*********** and ******* email 2021-03-18 #2 D-***********, in which she states this is an ongoing issue with her company not following through on their communication commitments and she has escalated the issue to her boss. Multiple phone calls to North American Moving were never returned. Reference attachment

  Business response

  10/05/2021

  Business Response /* (1000, 5, 2021/07/13) */ Call logs show this customer was contacted multiple times by our customer service department, quality assurance department and dispatch office to confirm the scheduled pick up. We decline to make any further comments since this is an open dispute that has gone to arbitration.

• Initial Complaint

  07/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  She put me on hold for 15+ minutes never came bavk to the phone to say anything and disconnected the phone call. Qe have now tried over 40+ times to get through to dispatch theyll pick up immediately put you on hold, the voicemail is ALWAYS full and then disconnects the phone call. My stuff was picked up on June 6th and here we July 7th and i have absolutely no clue where my stuff is. And the copies of the contract that i have received so far say nothing about it taking 30 business days for delivery. And they expect another $2872.50 out of me and this is not right. No one should ever have to go through what you guys have put me through with this move! I would like a phone call immediately regarding this issue. My ID#*******

  Business response

  07/08/2021

  Business Response /* (1000, 6, 2021/07/08) */ We try to make every customer aware of what takes place on a move and give average delivery times. We also never guarantee a time because there are many factors that could potentially delay a delivery. On the day the customer was picked up we explained the delivery process. We also gave her a form to sign. This form asks the customer to write in the first day they are available for delivery and signs it. It also states that the move may take up to thirty business day to complete. The first available delivery date is the earliest day in which the shipment can be received. From that date we would have 30 business days to deliver, although it usually doesn't take the full 30 business days. After the deposit is left the customer has the remaining balance split into 2 payments; one at pickup and the other at delivery. Any compensation would be applied to the payment at delivery. We are still within the contracted dates for delivery for ******** ***** and a driver will call 18-24hrs before delivery to update on the specific date and time frame that they will arrive. Any further updates regarding delivery the dispatch office can be reached at (***) ********. Consumer Response /* (3000, 8, 2021/07/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been guaranteed multiple times by not only the original guy Jake I spoke with that said it could take upto a week to get my stuff and the moves when they packed up my stuff and told me it would be here by the 11th at the latest guaraneed. Then that is a training issue on your side because I have been guaranteed twice by your company. Plus I never got a copy of the paperwork that the mover was supposed to send me a picture of because I left before they did and put someone else in charge. Also, the number you provided i have called probably 40+ times by now in the last two weeks got throygh twice explained the situation and asked to speak with a manager or supervisor. Again placed on hold till it disconnects. And there is not update on when my stuff is going to be here. They won't even provide me an exact date. I still feel that I shouldnt be reliable for whats owed because I have been mislead, lied to, unable to communicate and throw all over the place. Business Response /* (4000, 10, 2021/07/12) */ Dispatch said that your shipment is still in the manifest stage. Meaning all the jobs that need to be delivered to TX are being scheduled and their routes planned. The trucks going to TX should be leaving by the end of this week. Unfortunately, that is the best update I have. We can't guarantee an exact delivery date because there's so many factors that could cause adjustments. The driver will reach out to you 18-24 hrs before delivery to give you an exact date and a time frame for delivery. Then he'll also call 30 min or so out to let you know. The driver will have all your paperwork at delivery, but I've put a request into dispatch to get a copy that I can send to you. Consumer Response /* (4200, 12, 2021/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) So, I just called to try and get an update. Spoke with Amy. She was nothing but rude. Yes I am frustrated but she was not answering my question. She said the delivery date was marked at the 7th which is obviously over 30 days but 30 business days from. The 6th is tomorrow. So again not being given the right information and when asked for more information they won't speak to you and she told me communication would be through email only. How heartless can someone be?!?! Business Response /* (4000, 14, 2021/07/16) */ Of course we're all human, when things don't go our way we get angry, raise our voices, and lash out at the person on the other end of the phone. However, this customer does not have the right to be verbally abusive to any of our staff. That is why all correspondence going forward will be through email. ******** ***** is still within the contracted dates for delivery that she has signed for. If there are any delays compensation will be applied to the delivery payment. Business Response /* (4000, 32, 2021/08/18) */ We are currently waiting on the driver to return in order to get the requested documents/inventory list. We will get that to you as soon as possible. Consumer Response /* (4200, 34, 2021/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) What about everything else encountered with your company? No one should EVER have to experience what I went through to move.

• Initial Complaint

  07/05/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My job ID was *******. The delay of delivering my things from ******* to ************ took forever!! They picked up my stuff on Sept 3rd, 2020 and I finally got my things on Dec 8th, 2020. They damaged a lot of my things and I was to only get $111 dollars back for the damages. I never got the money! They also owe me $25 per day for the delay! It has almost been a year! I've called them so many times to no luck. I wish I never used them first place. Terrible business!!!!

  Business response

  07/07/2021

  Business Response /* (1000, 5, 2021/07/07) */ Unfortunately, I don't have your paperwork available as you were delivered quite a while ago, but while I wait to get that I wanted to give you an update. I forwarded your comments to our accounting department to review your bill for compensation for the late pickup and delayed delivery. I apologize you haven't been able to get ahold of anyone regarding this, but I'm going to help you out the best I can. As soon as we pull your paperwork accounting can review and calculate the compensation owed to you. We will be in touch with you soon. Is the number on your contract ************ the best way to reach you? Consumer Response /* (3000, 7, 2021/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) ************ was my ex-husband's number. Here is my direct number ************. I actually would prefer for them to email me so I can have proof. My email address is **************. I am hearing impaired, so email is the preference. This has been going on TOO long! They never gave me updates of where my things were or when it was leaving the warehouse, etc...I called them COUNTLESS of times! Then, I got my stuff on Dec 8th, 2020 (they picked up my stuff in ******* on Sept 3, 2020). I had to buy lots of needed things like for my kitchen and a new recliner chair because my kitchen things and 2 recliners were in Las Vegas warehouse. They damaged alot of my things and I wasn't happy about that! With *** insurance, they could only pay $111 dollars, which wasn't good, but I had to agree on that as they said they couldn't pay me anymore than that. With the movers, I was supposed to get $25 per day from Oct 26, 2020 to Dec 8, 2020. I would call them about this in January and they would give me excuses that they were still doing the month of November first and I called again around May and they were still doing the month of November. I actually called them countless of times between Jan to May and I emailed to Megan in June being SO FRUSTRATED! I want my money what they owe me! Megan finally contacted me yesterday asking me for JOB ID number. It is about time something is happening! Thank you for trying to help me to solve this. Business Response /* (4000, 9, 2021/07/09) */ No problem at all and again I'm so sorry you've had to wait this long to get compensated. Somewhere along the line someone dropped the ball. The dispatch office is where your contract is and all documentation that we'd need to collect the info to process this for you. I'm glad that Megan reached out to you, because I had called over and let them know that we needed to resolve this asap. Hopefully, we can get this done quickly, but if you don't hear back from Megan or anyone in the dispatch office soon please reach out to me. My email is ******@********************.com and that would be the easiest way to reach me. I'm in the office Mon-Fri 9AM-5PM PST. I hope you have a nice weekend. Consumer Response /* (4200, 16, 2021/07/29) */ I have not gotten my money back from them. They are avoiding replying to me once again. Please REOPEN this case and make sure I get my moneys back before you close it. You had closed it too early when it was not solved. Please help me to get my moneys back. Thanks *************** (******) Business Response /* (4000, 25, 2021/08/16) */ We have reached out to customer to resolve this.

*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. ↩