ComplaintsforAlways #1 Moving & Storage, Inc.

• Initial Complaint

  09/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  We have paid around $3,500 for the upfront deposit then half of the initial move at the time of pickup. The items were to be stored in a climate-controlled facility, but they were not. Instead, it was a garage selected by the third-party mover, dispatch, ******. The facility was broken into, and some items were stolen and vandalized. It was not disclosed the amount charged for storage beyond the first 30 days. We had asked for a discount before we became aware of the burglarized garage that was not climate-controlled. The storage should be free.

• Initial Complaint

  08/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Thursday 25 Jul 2024 Contracted price $3355 We managed to downsize the original estimated inventory but yet ******* said that we reached our max space of 900 cubic feet of trailer space. Trailer was still 3/4's EMPTY. He said it would cost another $907 to get rest of belongings on the truck and that cost would give enough additional "cubic feet of space" to finish the move. After they placed only ONE extra item on truck they said that puts us over extra space we just agreed to pay for. He said it would be another $2100 to get the rest on truck. We refused to pay any more extra and then they drove away with our belongings!We then had to figure out what to do with the rest of our belongings and then I started calling their dispatcher to find out where they were with our belongings. Dispatcher said its incapable of tracking the truck because its not their truck and has no GPS equipment. They said they would try to contact them. 4 hours later, ******* called and said that they just arrived to our new house in ******** and asked where we were. I told them that we were still back at old house because they left us high and dry!! They said that they will be charging a "wait fee" of $150 per hour until we get there and if we don't pay the fee, they would take off with our property and not deliver it at all. It took us 4 hours to get there so we had to pay the extra $907 plus $600 wait fee all in cash.I asked for a receipt and the ******* kept saying he would give me one as soon as they unloaded truck. They unloaded truck and left all the garbage from the furniture wrapping all in our driveway. I asked if they were going to take all of their garbage & give me receipt for extra ********* said yes. I stepped in the house the for a second & I heard the truck start. I opened the door as they pulled off without taking their trash and without giving me my receipt. We had to get a Uhaul the next day to get the rest of our stuff for another $900!

  Business response

  08/19/2024

  We are responding to Mr. ****** complaint regarding his recent moving experience with our company. On June 17, 2024, ************** received a written estimate from our company based on the inventory list he provided to our sales representative. The inventory list in Mr. ****** agreement contained 65 pieces, 29 of which were boxes. Two weeks later, on July 2, 2024 ************** decided to book his move with our company and made the first payment to reserve our moving services. At this time, ************** did not inform his representative of any changes or updates to the inventory list he provided on June 17, 2024. ************** booked our moving service for a two day pickup window, July 25 and July 26, 2024. On July 23rd, our **************************** contacted ************** to review his move details one more time prior to pickup. Our **************************** explained to ************** that this was a courtesy phone call to review his inventory list, and one more opportunity to capture any changes or updates to the items and/or quantities listed in the inventory, to ensure accuracy and to avoid surprises on move day. ************** refused to review the inventory with our ***************** team, stating that nothing had changed and his inventory on move day would be exactly the same as the inventory he provided on June 17, 2024. Also on this phone call, Our ***************** representative asked ************** if he would be open to the possibility of having our moving crew complete his pickup one day early, on July 24, 2024. ************** became very aggressive very quickly on this phone call and began cursing at our representative. Our representative asked ************** to please refrain from cursing on the phone call, and explained that it was only a question. Our representative apologized to ************** for upsetting him, and explained that since picking up one day early will not work for him, our company will adhere to the original dates in the agreement, without a problem. Once ************** calmed down, Our ***************** representative asked again about the inventory list and the box count, to give ************** the opportunity to provide us with any updates to his inventory details and box quantities, but again ************** refused to review the inventory list or provide any updates. Before the call ended with **************, our ***************** representative reviewed the Packing Requirements for Fragile Items, which are clearly spelled out in Mr. ****** moving agreement. ************** became upset again and cursed at our representative that this was new information to him, even though the information was in Mr. ****** agreement all along. Later that day, ************** connected with his sales representative, who confirmed to him what the Packing Requirements are, and that this information has been in place since we began working with ************** on June 12, 2024. When our truck and moving crew arrived to Mr. ****** home on July 25, 2024, ************** had more items and boxes than what was listed in his inventory list, causing the size and cost of the move to increase. The ******* of the moving crew explained the additional charges to **************, and ************** agreed to move forward with the service. When the moving crew was getting ready to finish the job, ************** informed the ******* of more items to be moved from his basement - items which had not been previously mentioned to our sales representative, or to our moving crew before the job began. Because the basement items had never been disclosed to us, the ******* advised ************** that moving these items would impact his cost. ************** refused the extra charges and decided to move the basement items himself. All charges including waiting fees were explained and agreed to by **************. At no point did any representative from our company state to ************** that his items would never be delivered if the wait fee was not paid. Our driver reported that he did provide a receipt to **************. Our office has emailed another a copy of the receipt to ************** for his records. We apologize for any confusion regarding the events that transpired during this move, and we sincerely appreciate the opportunity to address these concerns. If you have any questions or require any additional information, please do not hesitate to contact our office. 
  
  Sincerely,
  Management 
  Always 1 Moving & Storage
  

  Customer response

  08/19/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22086640
  
  I am rejecting this response because: 
  
  Regards,
  
  *************************

• Initial Complaint

  04/23/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  My wife and I recently moved from ********, ** to **********, **. I contacted Always #1 Moving and Storage of ********, **** (###-###-####, ###-###-####, or ###-###-#### are the phone numbers they gave me) for the move and they gave us a telephone estimate based on a highly innacurate inventory. They charge by the cubic foot and do their estimating based on a telephone conversation. I placed a deposit of $800, at their insiste**e, by credit card. Initially it was thought that there would be the stipulated furniture plus 20 boxes of possessions. When it developed there were more than 100 boxes of possessions, it was apparent that I would not be able to pay $4 per cubic foot for the delivery and would be deprived of my possessions. Their stipulaton was that I must pay the bala**e in cash upon delivery else they would embargo our possessons. I then had to ca**el and find somebody local who would do the job within what I could afford. I asked Always #1 Moving and Storage for the refund of my $800. They agreed to do it. Four times now when I have called, they have agreed to refund. But they have not refunded a pen** and I fear that they have been unjustly enriched. I need the money. Their reputation is in question.

  Business response

  05/05/2024

  We are responding to Mr. ****** request for a refund of the deposit he paid for move #*********. As we have explained to Mr. ****, because the ca**elation policy in the moving agreement was adhered to, Mr. **** is in fact entitled to a full refund of the deposit. Upon receiving this ca**elation request, our office immediately made several attempts to refund the payment back Mr. **** by reversing the amount back to his original method of payment, credit card. Mr. **** unfortunately rejected all of the refund attempts, stating that he no longer has the credit card that was originally used for this transaction. Our office explained that as long as the account is still open, the refund will go back to his account, even if he now has a different credit card number. Mr. **** insisted that he cannot access the account and insisted that we refund the $800 to a different method of payment than what he originally used. We si**erely apologize for a** i**onvenie**e to Mr. ****. Typically, the only way our office can process a refund is back to the original method of payment. In order to resolve this matter, we have requested approval for a refund to Mr. **** to a different method of payment than what he originally used. Our office has approved the $800 refund by check, and it will be mailed to Mr. ****. this week of May 6, 2024. If you have a** other questions, please do not hesitate to contact our office. Si**erely, Management 

  Customer response

  05/07/2024

  [If you do not say why you are rejecting the compa**'s response, BBB must close your complaint.] 
  
  Complaint: 21614007
  
  I am rejecting this response because: no money has been received. This compa** has been advised of my new address. If they responded to the old address, it's possible that the post office will return it to them. To emphasize, the address is now **** ****** **** *********** ** ****** The telephone is ###-###-####. I will keep your email and when the money is returned, I will close the complaint.

  A moving compa** should know that when someone moves, accounts get closed and new ones are activated. I paid the $800 on my debit card from a local credit union. They requested that I close the account and open another here, which I have done.

  So when the money arrives, I will notify you.
  
  Regards,
  
  ********* ****

  Customer response

  05/19/2024

  So you closed the request. How nice. Not a good recommendation for you.

  No, the compa** has not been in touch with me and I have NOT received a** return of my money. They told you what you wanted to hear just as they told me what I wanted to hear. They deserve the worst possible refere**e--assuming they care.

  ********* W. ****, Jr.

• Initial Complaint

  03/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I hired always #1 moving company on 11/15/23 For a move from New Hampshire to ***** on 11/24/23 when I initially talked to the company I talked to ** ******, told me that they charge by space taken in the truck and then he told me to give him a list of the things that would be going, I did my best to give him an accurate inventory, but I did forget a couple of things, he gave me an estimate of $3,448.54, I thought that price was amazing and immediately said yes and paid $717.02 for booking. 2 days before the move on 11/22/23 I received a call from ***, to do a walkthrough the house room by room, to give a have a better inventory, we weren’t done packing so I gave him an estimate for boxes (80) and told him EXACTLY what items would be put in the truck, with this call and a much more accurate inventory the price went up to $6,357.03, the alternative for us was to go with Pods for $5000 but do everything ourselves, so we still took it because my partner had just been diagnosed with ***** ****** a month before, so having the movers was a lot of help! Moving day comes, We were still working on packing. They seemed to be in such rush, that were incredibly careless with our things, they also brought huge boxes (MANY) of them, and proceeded to throw the unpacked things into them. By the time they were done and everything was loaded, we were told that we took up more space than they anticipated, and our new total was $10,360.00 My partner had a ***** ******* scheduled in *****. We could not look for another option at that point. So we paid $4,800 and the remaining balance would be paid at delivery. We thought it was a crazy difference, so we decided to pick up out stuff instead of delivery, in order to not pay the almost $5000 left. We were told for pick up, we would have to pay $3500 (and that’s them settling). I feel so scammed! Oh and they charge $750/month for storage. We paid for 2. Absolutely ridiculous! DO NOT HIRE THIS COMPANY!!

  Business response

  03/27/2024

  We are writing to inform that our company has completed delivery of *** ****** belongings. To ensure completion of the move and to resolve this matter amicably, we extended in good faith a monetary discount to *** ****** which she accepted, and delivery was completed soon after. We extend our sincerely apology to *** ****** for any frustration that she experienced during her move with us. We are glad to report that *** ****** has received her delivery. If you have any other questions or require additional information please do not hesitate to contact our office. Sincerely, Management 

• Initial Complaint

  02/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Would like to file a complaint against Always 1 moving company. Regarding: JOB/CLAIM #: ********* Was quoted Moving Estimate: $2765.00 End up paying way more at the end of my move, payment was over $5,000 Company damaged ALL my glass items and most of my belongings was either damaged or lost. Filed a claim with company but did not resolve fully, was only given $150.00 for ALL my damaged items and never recovered ANY of my lost possessions. Representatives are very rude and unhelpful. Was definitely played like a fool, company is a disgrace and should NOT be running their business in this nature! Was never reimbursed for any of my lost items, claim rep did not direct me correctly on how to file the claim from the beginning. Was told I had to put all the damaged or broken items on one claim and then would handle the missing items separately. After submitted the damaged item claim I was told I couldn’t put in a separate claim for missing items. So basically only got reimbursed for damages and not for missing items. The amount I was approved for definitely did not justify the lost I experienced through this process. Had I known this company would be so horrible I would have payed more with another more professional company and I wouldn’t have experience such a tragedy losing valuable items I worked hard to buy. This has caused so much stress and frustration. I would like everyone to know about this company and the way they run their business is just not right and something needs to be done so they don’t get away with taking people’s hard working money and just carelessly handling their valuable belongings!! Please help!

  Business response

  03/04/2024

  We extend our sincere apology to Ms. ******* for any mishaps that occurred during her move with us and for any frustration that this move has caused. Our office has communicated to Ms. ******* numerous times throughout the past year and a half that the claim policy only allows for one claim to be processed per move. This information was disclosed to Ms. ******* since the beginning and once again we must inform that unfortunately we cannot process a second claim for any move. On January 4, 2024 Ms ******* accepted our claim settlement offer. As of the date of this letter, our records indicate that Ms. ******* received the agreed upon claim payment made to her by our company. Please contact our office should you have any additional questions. Sincerely, Management

  Customer response

  03/06/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21232563
  
  I am rejecting this response because: 
  
  The company was horrible at customer service, they did not take into consideration my personal belongings nor did they make any attempts to help me properly in the beginning of my claim. Was told by representative to file the claim on the damaged item and then they would look into the missing items. No one followed up with me on my missing belongings. At the end I was forced to settle for an unfair ridiculous amount and did not resolve any of the issues I faced during my horrific moving process with this uncaring heartless company.  I received pennies on the dollar for my valuable belongings. They broke every single piece of glass and precious item that belonged to me. They knew the policy of only being able to put in one claim and they didn’t inform me of this until after I had already put in claim for broken items only.  They knew what they was doing from the beginning. So they played me so they don’t have to refund what should have been owed to me!  Smh just the worst customer support I have ever experienced in my entire life! Sucks that companies like this one continue to run their business in such a disgust and disregard to others. A total disgrace to other moving companies!!
  Regards,
  
  ****** *******

• Initial Complaint

  12/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I contracted this company for cross country move. My stuff was picked up on 11-28-23 and I was told it would arrive in 6 days. I have been without my stuff for 14 days and it has my life sustaing medical supplies. I have tried to contact management and I have been told for 7 days they will call but the have not. They are refusing to help me and I need this resolved

  Business response

  12/27/2023

  We are writing to inform that this delivery was successfully completed. We would like to thank Ms. *******-******* for choosing Always #1 Moving & Storage for her move from Maryland to Texas. We understand Ms. *******-********* concerns regarding transit time for her move, and apologize for any inconvenience or misunderstanding regarding this matter.Our company goal is to ensure prompt delivery for all customers. Due to the nature of the long distance moving industry, there is a delivery window in place for every move, based on the size, distance and geographic locations of the move. The distance for Ms. *******-********* move from Maryland to Texas was more than 1,500 miles, and the agreed upon delivery timeframe for this distance is 3 to 18 business days. This information is clearly explained verbally during the reservation process, and can also be found in Ms. *******-********* signed moving agreement.Throughout the moving process, our office maintained constant communication with Ms. *******-*******, answering any questions and concerns that she made us aware of along the way. We apologize for being unable to deliver in 6 days, but we are glad to report that delivery was completed with the agreed upon timeframe.Thank you once again Ms. *******-******* for choosing Always #1 Moving & Storage for your relocation. If you have any additional questions or require any further assistance, please do not hesitate to contact our office.Sincerely, Management

  Customer response

  01/02/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20991446
  
  I am rejecting this response because: I had reached out on several occasions and eas never contacted by management about my missing items or the ones the left behind. I still want a call from management ad to how to get paid for my lost and damaged items
  
  Regards,
  
  ****** *******-*******

• Initial Complaint

  11/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I hired this company to move me from New York to Georgia on September 15th . I asked if there was a 3rd party mover involved and was assured "the men who pick up will be the ones delivering". Well that was a lie. I neatly and securely packed my belongings. All fragile items were in foam and bubble wrap and boxes were clearly marked fragile. The 3 movers who moved me out of my apt and packed the original box truck wrapped the few furniture items I was bringing with moving blankets and the rest was around 55 boxes. When the 18 wheeler truck pulled into my apt complex with the ONE driver to move my items into my apt, my boxes were all beat up, I had 2 pieces of furniture completely broken and unusable, my nearly new box spring that was in wrapped plastic had a hole punched through the plastic and box spring fabric. as I unpacked boxes, numerous glass items were broken. I took pictures of all broken items and sent a email to the claims dept. on 9/27 with attachments. I was called and told they would put the claim in and get back to me. Then as I was unpacking my bedroom items, which I held for last because it was unbreakable items, the box with my expensive bags was re-taped shut and my Louis Vuitton what was in it's dust bag was missing. This box was the ONLY box re-taped with the light brown packers tape. I emailed claims again on 10/10 as now I am upset that something was stolen and once again the girl called and said she would investigate and get back to me by 10/16..... and nothing. I am extremely upset more so about the purse because that will be something I will not be able to replace so easily as some wine glasses and dishes from Home goods, but also that this practice seems to be common place. I was confident because I was told that my goods were going from point A to point B.... when in fact there was point C & D where people get items stolen

  Business response

  11/30/2023

  We would like to thank Ms. ***** for trusting our company with her relocation from New York to Georgia. We regret to hear about her dissatisfaction with the service. Although it is our company’s desire to have the same crew that pickups the shipment also deliver it, this is not always possible due to the nature of interstate relocations. Because we are a long distance moving company, we cannot make guarantees about which of our moving crews we will send on a particular day to a particular job. We sincerely apologize for any confusion or misunderstanding regarding this matter. Our claims manager did receive a claim from Ms. ***** and the only item listed in the claim is a luxury handbag. We apologize to Ms. ***** for any mishaps that may have occurred during this move. Unfortunately, the coverage option elected by Ms. ***** for this move does not cover contents of boxes that our company did not pack, since there is no way to verify or confirm the contents of a box that is packed by owner. Our company policy is that our staff will never open or inspect a box that is already properly packed by owner. We are writing to inform that our claims department has processed Ms *****’s claim with our company, and will be making contact with the customer today to assist in finalizing this claim. Our company will be making a good faith effort to resolve this matter amicably. If you have any questions, please do not hesitate to reach our office.
  Sincerely, Management

  Customer response

  11/30/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20879508
   
  I am rejecting this response because: 

  First, the luxury bag stolen from me wasn't the only time or claim I pursued. The stolen purse was the second claim after unpacking the non-breakable items. Attached are the photo's of the items damaged and broken during the move. I had been in contact with Carolina regarding these items and have the emails to support these claims.

  Second, not only should you re-train your sales people like *****, the gentleman I originally spoke to on July 27th and sent me the estimate bill of laden (and took my deposit) to NOT to make claims that were obviously not true. Since I specifically asked regarding a third party transporters and was assured that wouldn't be the case, BUT if you do use a third party, which is obvious those people should be bonded and background checked. I have no idea who handled my things between the 3 movers who were at my apt on September 15th and i watched my items being loaded to that truck and the 18 wheeler and the one guy named Maximilian but goes by the name Dudley who delivered my items on September 18th. You are trusting a company with your belongings, some are worth way more than mine, it's almost like someone broke into my apartment and stole from me. I feel violated since I placed trust in a company that I thought would handle my items with care. 

  So I am waiting on reimbursement on the purse and the damaged items
  
  Regards,
  
  ***** *****

• Initial Complaint

  11/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The company has you talk to several people which none of them have talked to each regarding the services being provided. Quoted a price which doubled upon delivery. Never sent a final invoice. Told our household was being picked up 2 days early and then even an earlier time then agreed to not even have it delivered when wanted. Agreement was being picked up early to load on a truck that was doing a pick up in Charlotte first, load our house and then deliver. Come to find out our stuff was loaded on a truck, unloaded to a warehouse and then will be loaded again to another truck to deliver. I specifically asked before going with this company about that and how I did not want that to happen. LIARS!! They take their time responding and sending documents to you as well delaying further our household items being delivered. They also did not package our household items as agreed either. They could take a deposit by bank card but you can't pay any other payments this way sounds very fishy. Was not told, we had to pay cash or by money order upon pick up of our household. They do not accept any payment from anyone else who is not listed on the contract. Asked to change to list everyone and they refused to change the contract. No where does it say this and we were up front that we had family that was helping us out. They required me to send a picture of my CC and DL which I was totally against by TEXT. I don't know who I am talking to. I am a Federal employee and not even banks or credit card companies ask you to do this because of fraud reasons. Asked to speak to a supervisor multiple times and have yet to speak to one.

  Business response

  11/27/2023

  We would like to thank Ms. *********** for trusting our company with her move from North Carolina to Arizona. When Mrs. *********** originally booked her move with us, the agreement included an inventory list of 67 items, which we estimated at 783 cubic feet for a total cost of $4,650.00. Several days before the move, Mrs. *********** provided our Quality Assurance department with an updated inventory list which now totaled 166 items. At this time we provided Mrs. *********** with a revised estimate of 1,314 cubic feet for a total cost of $7,986.19. We also asked Mrs. *********** if it would be possible for her to allow our company to complete her pickup one day early, per the request of our dispatch department. Mrs. *********** stated that this would be okay if she were finished packing but she wasn’t finished packing. We offered to have our moving crew help her finish packing on move day without any additional packing charges, and Mrs. *********** agreed to allow us to pick up early as requested. On move day, Mr. ***********’s shipment size increased to 1,564 cubic feet and a total cost of $9,811.19. It’s important to note that the cost of our moving service is based on the size of the shipment, and that adding items to the move can result in a larger shipment and increased move cost. This is explained to all customers verbally and in writing, prior to booking their move with our company. On move day, Mrs. ***********’s move also required some packing services, which we provided. We apologize for any mixup with the billing of the packing services. We did in fact agree to pack for Mrs. *********** without any additional charges on move day, therefore we removed the packing charges from the invoice. Due to the long distance nature of this move, there is a delivery timeframe in place, and outlined in the agreement. Additionally, it is a standard practice in the moving industry to transfer the shipment from a box truck to a semi trailer when the shipment is traveling over 2,000 miles, like with Mrs. ***********’s move. Although we wish to have delivered sooner, our company did deliver within the contracted timeframes. We sincerely apologize for any confusion and frustration arising from the delivery aspect of your moving experience. As for the method of payment for this move. Our agreement states that we cannot accept a credit card for the pickup and delivery payments. Mrs. *********** requested that we make an exception to accept all or some of her payment via credit card. We agreed to make an exception to accept 50% of the balance for this move on Mrs. ***********’s credit card. One issue that we encountered with the credit card payment is that Mrs. *********** then requested that we accept her sister’s credit card for payment. Unfortunately, our company was not able to accept Mrs. ***********’s sister’s credit card because Mrs. ***********’s sister’s name was not listed on the agreement. Then Mrs. *********** provided a credit card in her own name, but we ran into a separate issue. On the same day that our office processed the credit card payment, Mrs. *********** stated to our staff that she found our fees and charges unacceptable and that she intended to dispute them. As a result of Mrs. ***********’s expressed intent to dispute the charges and to facilitate the resolution process, our company voided the credit card charge and kindly requested that Mrs. *********** make her payments through one of our regular acceptable methods of payment as listed in the moving agreement. We understand the importance of swift resolution and wish to avoid any complications that may arise with credit card disputes. Mrs. ***********,we sincerely apologize for any inconvenience or frustration that you experienced during your move with our company. We are writing to inform that Mrs. ***********’s move has been completed by our company and her belongings have been delivered to her home in Arizona. If you require any additional assistance, please do not hesitate to contact our office.
  Sincerely, Management

• Initial Complaint

  11/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Broken and stolen items Quoted by Ed: To move us from Alabama to Rhode Island would be $2404. 55 and a deposit of $467.25 to secure our spot. Split payments of the remainder balance once they load items/unload items. Once the movers got to the first residence in Alabama the price changes. The total was $2478.29 additional charge of $560.70 giving a grand total of $3038.99. 1st transaction was Sept. 13th to Abraham via cashapp $1200.00. 2nd transaction was Sept.22nd to Romos via cash $1371.74. I went and got everything Ed told me to get that was needed for this move from Home Depot(boxes,bubble wrap, etc...). In eye sight our boxes was loaded neatly. Abraham stated we would receive our items on Saturday, Sept. 16th which we didn't received them until Sept. 22nd. Several calls was made and it was told to us(my husband and I) the original truck broke down. Different dates was provided when they was going to arrive with our items. Never once did they say our items would go to New Jersey before it got to us. When Saturday 22nd finally came at 7pm it was a disaster. Our boxes looked like they been to war. Different tape was on boxes, blood on boxes, they went through our clothes and put them in tall boxes, over 50 items broke, ink on boxes that got on our carpet and new furniture set, TVS(1 had finger prints in screen, 2nd one broke on corners), daughter furniture completely destroyed, our bedroom bed frame broke, and they stole some of my husband clothes. I have sent pictures/videos via email to ******** twice and haven't heard anything back. I have called numerous of times and asked to speak to managers, no call back. This company is a rip off and something needs to be done about it, and we will not stop until we get answers. We don't want this to happen to someone else.

  Business response

  11/27/2023

  We would like to thank Mr. and Mrs. **** for entrusting their move to our company. We apologize for the mechanical issues that we experienced during the delivery portion of this relocation. Although we have precautionary measures in place to help prevent mechanical failures, they do sometimes occur and we sincerely apologize for the impact this had on your delivery. Despite the unexpected setback, we did complete delivery within the contracted timeframe, and once again we apologize that in this case we were not able to deliver sooner. We are writing to inform that our claims department has processed Mr. and Mrs. ****’s claim with our company, and will be making contact with the customer today to assist in finalizing this claim. If you have any questions, please do no hesitate to reach our office.
  Sincerely, Management

• Initial Complaint

  10/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Moving from Upstate NY to central NJ 1st quote was $2,290. and promised a nationwide moving company with their trucks and employees. After completing my packing and given a final count (which some items were deleted) I was quote $3,249.58 and no time to find another company and would lose my deposit. After arriving 4 hrs. late with 1/2 a truck already filled and not allowing me to see how they packed I was informed another $820 added. When I objected I was told the truck was leased and they were taking my stuff so I better sign if I want it back. As I was a widow and living in a remote area of the Adirondack Park I signed, thinking I would straighten it out with the company. My belongings were to be delivered to 2 locations less than 20 miles apart. Was told by ***, the dispatcher and owner of the trucking company (not Always #1 Moving & Storage they would not get there the day scheduled but the next day, he would not go to the second stop although I paid extra and if I did not pay the balance I would not get my belongings. The truck came the police were called as they would not release my items and although the police spent almost an hour on the phone with "***" he basically told them he was in charge and if I didn't pay his men would hold my belongings. I tried to call the Ohio office and no one would return my calls. I move from a small 2 bedrm cabin no basement, no appliance, only furniture was a sm couch, recliner, 2 end tables, 1 full size bedrm set with 1 tall dresser & 1 queen size bdrm set., 1 old radio, wooden veggie bin and 1 vacuum and 58- 70 gal. storage boxes. All this info was given to Sam and his price was #3,249.58 I also did a app placed in all the info and the cubic ft came to less thank 800 but Always is charging me for over 1000 cubic ft. No one from Always #1 will call me back and I was told by *** his company is General Movers by the Meadowlands. The men that picked up were unprofessional, left garbage in and around my home.

  Business response

  10/25/2023

  Thank you, Ms. *****, for choosing us to handle your move from upstate New York to New Jersey. We appreciate your business and your feedback, as well as the opportunity to address your concerns. Our pricing structure, as stated in our agreement, is based on the size of your shipment, which means that an increase in the volume of items being moved will naturally impact the overall move cost. As a company, we understand the value of clear communication, and because of this have several steps in place to ensure that all customers understand how the pricing works. The way that our pricing works is clearly communicated to all customers verbally during the initial estimate, as well as in our quality assurance calls, and in writing within the agreement.When Ms. ***** initially made her reservation, she provided an inventory list of 71 pieces with an estimated volume of 603 cubic feet, for a total quote of $2,290. When Ms. ***** spoke with our Quality Assurance team, she provided an updated inventory list of 85 pieces with an estimated volume of 817 cubic feet, for a total quote of $3,249.58.On move day, the foreman of our moving crew conducted a thorough review of the items, and determined that a little bit more than 1,000 cubic feet would be needed to accommodate all of the items that Ms. ***** wanted moved. At this time, the foreman provided Ms. ***** a revised estimate of $4,069.58 for 1,033 cubic feet.We understand that moving can be stressful, and are committed to providing our customers with quality services, clear communication and transparent pricing.As a company, we strive to accommodate our customers’ needs, including delivering to two separate locations for an additional fee, which depends on the distance. Ms. ***** mentioned that she paid $100 for a second delivery stop. However, upon review of her agreement, we have found no such payment or documentation.During the delivery process, Ms. ***** requested that we deliver some of her items to a second location. While we were able to accommodate her request, the associated cost for the service due to the distance and labor involved would have been $400, which Ms. ***** made clear to us she was not willing to pay.As for payment being due prior to delivery, this is a company policy in place to prevent potential payment-related delays on the day of delivery, and clearly spelled out in our agreement. We sincerely apologize for any misunderstandings you may have had about your agreement.As for communication with our office - our company representatives and management staff have been in communication with Ms. ***** on numerous occasions. It’s important to clarify that a statement suggesting that our office would not return Ms. *****' phone calls is inaccurate, as our office has been actively in communication with Ms. *****.We deeply apologize for any inconvenience caused if our crew left any garbage around your home, as this is entirely unacceptable. Since receiving this feedback from you, we have began the process of retraining all of our moving crews in this matter to prevent this issue in the future.Once again, we appreciate your business, feedback, and the opportunity to provide clarity on these matters. Should you require any further assistance with this matter, please do not hesitate to contact our office.
  Sincerely, Management

  Customer response

  10/30/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20714827
  
  I am rejecting this response because: the paperwork states "if you have not signed the mover's estimate, and the mover loads the truck, then Federal regulation requires that the mover has reaffirmed the original estimate and cannot demand additional payment at delivery for the additional items. Any balance due above the binding estimate would need to be billed by the mover 30 days after delivery." The binding estimate given on Sept. 8 by Sam was for 817 cu. ft. @ $3,249.58 including 2 stops at the time of delivery, 1 at North Brunswick Storage 2nd stop at Old Bridge location. Further the distance from storage at 766 Carolier Lane, North Brunswick to 2D Brynwood Gardens, Old Bridge is 10 miles.
  
  Regards,
  
  ******* *****

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