ComplaintsforMoving Ahead Services

• Initial Complaint

  08/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Wednesday, July 27, Moving Ahead Services showed up two hours late (without notice) to pack up my apartment. They had no idea anything about my move, saying they were told that they were moving my belongings to storage but also told my belongings were not leaving the truck. They also said they had another job right after mine. The packing was reckless. For example, I had organized my jewelry, electronics, etc. in separate bins. Moving Ahead Services just dumped the bins out into a larger box, even though there were fragile (and some small) items in there. Then the person packing up my fragile glasses in the kitchen said he was going to “race” the other packer for who gets done first. Not what you want to hear for people you are trusting to pack your belongings up safely. I discussed with Moving Ahead Services the dimensions of the roads, loading dock, and freight elevator of the apartment I was moving to. I was assured that day that the movers would be on time the next day. But they were late. And again reckless with my belongings. I witnessed one mover try to push two dollies up the truck ramp at one time, stacked four boxes high each. Of course, all four of the boxes on one of the follies crashed off. The truck was also extraordinarily big for a one bedroom move. I gave the movers a printed out copy of directions and dimensions for my new apartment.On Saturday, July 30, I was bombarded with calls because the driver said his truck didn’t fit the dimensions. So making an already stressful day more stressful because of lack of preparation. I’m told that the mover will not unpack my belongings (even though they were contracted to). Then I find out that a lot of my belongings did not make it to my new apartment- one of the items being a bright orange, under-the-desk elliptical (so both obvious and heavy). My bed that the mover put together was missing screws and pieces. I had to buy new parts for my bed and still don’t have my stuff. It’s been over a wk.

  Customer response

  08/17/2022

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  The consumer wants to correct the dates of the move she originally listed. The move started on Wednesday August 3rd and Saturday August 6th was when the she received the calls about the issues with the truck. 

  

  Business response

  08/23/2022

  Angelina,

  We are so sorry to hear about your experience! I have checked in with our coordinators on this matter, and they have assured me that they are working with you to resolve the issues.

  If you have questions, please reach out to our office at ***** ********* 

  Thank you, 
  ***** *******

• Initial Complaint

  01/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company was hired to move a very large gun safe. They came with the wrong equipment to complete the move. The safe is 820lbs. and only a hand truck and a few straps were used to move the safe. I told the crew leader twice that it wasn't going to work. The team tried to reassure me. The safe was moved to the door jam of the rear door where they tried to ram it several times over the door jam, thus damaging the door jam and frame. The crew leader said:" These wheels suck." as they were having no luck. Every time they shoved it forward and back they were damaging the safe more and more. Damage to the safe is on the door, hinges and body of the safe on 3 sides. After several failed attempts they got lucky and got the safe over the door jam, however the next obstacle was the back deck. This was damaged next. They did complete the move, but they did not level the safe when it reached it's destination. Everyone knows this is extremely dangerous, especially when you have a little one around. When I told them that I wasn't going to pay them directly and I was going to take it up with their company, I was told to have a nice f$%*ing day. I have a 2 year old. He does not need to hear that kind of language from these so called "professionals." I have pictures and estimates for all repairs totaling $2818.47 I told this company that I have no problem paying them in full when all of the damages are rectified.

  

  Business response

  02/01/2022

  *********** ********,

  You have not paid us for the work completed. You slammed the door in the face of our movers when they requested payment for service.

  I have attached your signed contract with your coverage option selected.

  We've offered you a reduced bill, and you still refuse to make payment.

  You have received your bill from us in certified mail. Once paid, we will work with you on your damage claim.

  Thank you, 

   

   

   

  Customer response

  02/01/2022

  This company has taken the liberty to remove my google review I made about them. They offer a “reduced bill” and “working with me to start the claim.” None of which will come close to anything I need to make the repairs necessary for the damage they caused. As far as the “signed” document goes, my signature is not on there. I have estimates for everything to be fixed. Once everything is fixed then I will pay them in full, just like I’ve stated many times before which I have copies of as well. They need to come up with a number that can be agreed upon. The move was absolutely unsafe. They did not complete the move to satisfactory. In fact, it’s a safety hazard. They did not level the safe when they “completed the move.” I have a small child. That safe can easily fall down on top of him and crush him. I’m working on getting an estimate for someone to come out and level the safe now too. 

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  09/23/2021 Moving Ahead service provided moving services as requests by me for an move from an apartment to a townhome. A mover carelessly dropped a piece of furniture on the stairs hitting a wall and causing damage to the drywall. Two other employees where present and are very aware this was caused by them. They made little effort to try to fix the wall. I had to arrange repair and pay myself as I as due for an inspection in the apartment in 3 days. Per movibg ahead services request I filed a claim. After 3 months of wait and after a dispute filed they have denied the claim explaining that I signed papers that said that “the furniture arrived without damage and that the service was provided as requested”. Which is true, but that does leave room to cover damage done by their employees to other than furniture and from the departing address. Moving ahead services says that I have “no way to prove that their employees caused the damage” and are debuting the dispute as well. Basically they explain their employees can wreck the place I am moving from and they are not responsible for that since my furniture isn’t damage and the moving service was provided.

  

  Business response

  12/30/2021

  Hello, a signed resolution is attached to this complaint. We've agreed to reimburse ******* **** $350.00 and her credit card was refunded on 12/22.

  Thank you, 

  

  Business response

  12/30/2021

  Hello, a signed resolution is attached to this complaint. We've agreed to reimburse ******* **** $350.00 and her credit card was refunded on 12/22.

  Thank you, 

  

  Business response

  12/30/2021

  Hello, a signed resolution is attached to this complaint. We've agreed to reimburse ******* **** $350.00 and her credit card was refunded on 12/22.

  Thank you, 

  Customer response

  12/30/2021

  [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,
  
  ******* ****
  
  
  

  Customer response

  12/30/2021

  [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,
  
  ******* ****
  
  
  

  Customer response

  12/30/2021

  [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,
  
  ******* ****
  
  
  

• Initial Complaint

  11/13/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  To whom it may concern, Moving Ahead Services was helping me with relocation from NY to AZ. On 9/17/21 I received an estimate (order # 109613) from moving coordinator *** ******* ******** for move in ONE 26' TRUCK for total cost to move household goods of $11,900.00. ( see PDF attached) On 10/01/21 out of concerns supported by surveyor Mr. Rob Grant during virtual survey that all household goods are not going to fit in one truck another estimate was issued for move in TWO 26' and 16' TRUCKS for total of $14,000.00. (see PDF attached) On 10/25/21 it turned out almost all household goods with the exception of two 39 gallons bins fitted in ONE 26' TRUCK. On 10/30/21 following successful move I found out my bank account was charged for total of $13.500.00 ( $500.00 was charged initially to my credit card). Three phone contacts with Interstate manager *** ***** ******* with a request for a refund of $2,100.00 did not lead to resolution of this dispute. Please note that I am a retired physician on fixed income and the amount of money I was unjustly charged is significant. In addition, partially because of the items left behind I had to rent a trailer which was associated with additional expenses. Thank you in advance for your help in successful resolution of this dispute. Sincerely, ***** ********, MD

  

  Business response

  11/15/2021

  We want to add some clarification and extend our initial resolution amount.
  
  *** ******** was quoted the price of $14,000.00 for (1) 26' Truck and (1) 16' Truck to move his items from Rexford, NY to Tucson, AZ. Upon loading, we determined that all items fit onto the 26' truck except the two bins. At this time, we gave ********** the option of taking the additional items in the 16' truck, and he declined this option.
  
  After his successful move, *********** reached out to our Long Distance coordinator for a refund. We offered a $1000.00 refund for the unused 16' truck. *** ******** countered our offer requesting $1500.00. We declined and have since tried to reach out on two separate occasions to try and come to a resolution. 

  Please give us a call at ***** ******** so that we can come to a resolution with you.

   

  Thank you,
  

   

  
  

  

  Business response

  12/02/2021

  *** ******** scheduled a virtual survey with one of our dispatchers Robert Grant on 09/14/21. Once *** ******** showed Rob everything he intended to take during his move the weight of his job was estimated at 10,083 lbs. A 26' Truck generally holds at most 10,000 lbs. *** ******** was given the options of a 26' truck or 26' & 16' truck and ultimately chose that he would like a 26' & 16' truck because he was over 10,000 lbs.  Our team loaded a full 26' truck at the Rexford, NY address and there were still items to go on the 16' truck that *** ******** declined to put on the truck saying he would not need it. *** ******** ultimately made the decision for the additional truck to come to his load site and then declined once the first truck was already filled. 

  Customer response

  12/11/2021

  Better Business Bureau:

  I elect not to participate in mediation to resolve the complaint ID ********.

  The issue is straightforward and I do not see a purchase of mediating. I am jus asking MAS to return the founds taken from my bank account without my authorization.

  Regards,

  ***** ********

• Initial Complaint

  08/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We initially contacted Moving Ahead Services via Angi's List on 7/31. We spoke with them on Aug 2nd, and were quoted $7,400 for the move of the contents of our 3BR condo from Ohio to North Carolina with pick up on 8/19 and delivery on 8/21. A representative from the company came to our home on Aug 3rd, in order to survey all of our belongings. We were told that this was to ensure that the estimate was correct and to ensure the moving truck was large enough to accommodate all of our belongings. We agreed to move forward with the company and paid a $500 deposit to secure our move. On 8/12, the company reached out to us to adjust the pickup and drop off dates out of convenience for them, and stated they would take 15% off of our bill for the change. We agreed, and paid $3,450 on 8/17. When the movers arrived on 8/20, they came with a single 26' truck. Our belongings were improperly protected and put in carelessly in efforts to save space. (cont'd in attached document)

  

  Business response

  08/30/2021

  This correspondence is in response to BBB serving Greater Cleveland regarding complaint #********
  
  This complaint has some attributes that we are accountable for and some that we do not feel that we are. We had an opportunity to have a backhaul with this particular move that would only work if the customer agreed to change their move date. Whenever this is the case, we offer the customer a discount for their accommodations. As long as they agree and are flexible with the day, we follow through. In this situation, we offered the customer a 15% discount off of their services to a total discount amount of $1,110.00. If the customer were not interested in the discount or were inflexible in their date range, we would have facilitated their move on the original date. We try to make whatever accommodations necessary to get jobs done in the correct amount of time, and due to everything not fitting into the 1x26' truck, we asked them if it would be okay if the small trailer could be exchanged for a larger one. We would pay the difference ($245), which we deducted from the final bill. Part of the reason for the lack of space was that the original inventory given at the time of the in-home estimate and the inventory taken by our mover was not the same.  
  
  So to this point we have reimbursed the customer for the extra expense that the larger trailer cost, and they are out the time it took to drop off and pick up the replacement trailer, which we would be happy to reimburse them for at the same amount it would have cost to have one of our guys do it.  
  We will look up the time from their home to the U-Haul dealer, add 30 minutes and credit their card for the inconvenience. After the new trailer was acquired, all items fit onto the trailer.
  
  Regarding the failure of their vehicle, I would first like to say that we are happy nobody was injured. On a side note, we do not feel that we are to be held responsible for their personal vehicle, capabilities, and maintenance schedule. If there was any doubt that their vehicle couldn't pull a trailer, I find it difficult to understand why they decided to do so in the first place. We don't feel as though it is our responsibility to incur the cost of a customer's vehicle failure, nor would we be able to assess the reason why it happened in the first place. We are a company that values our credibility but are not in business to be taken advantage of. In the claim, the cost of a tow of a 12' trailer, as opposed to a 4' trailer from where they broke down to North Carolina, was the difference of $1,230.00? Can you offer more insight on this cost?
  
  Our claims company *** will handle the damages to their items in the truck upon arrival. Anytime we have a customer with damages, *** addresses it based on the coverage the customer selected at the beginning of their move. For their long-distance move, all you need to do is let us know that they had damages, and we will send them the information they need to open a claim and have it settled. We are in no way avoiding taking care of their claim, and the monies that we discounted from their bill are not the end of the road as far as a resolution is concerned. We would ask that this complaint is removed.
  
  
  

  Customer response

  09/03/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  
  Unfortunately, they are missing the point. We do not yet know what caused the vehicle's failure. For reference, it is a 2019 GMC Sierra truck which was recently serviced at the GMC dealer and had no known issues. It was perfectly capable of towing a trailer--Uhaul also verifies a vehicle's tow capabilities before renting out trailers. I am not implying that the larger trailer somehow caused our vehicle's demise or that Moving Ahead Services is responsible for the vehicle's damages. What is unreconcilable is that we were only towing a larger trailer COMPLETELY filled with our personal belongings because of the company's failure to deliver a truck or trucks large enough to transport all of our belongings. The fact that the item count of the person who did the in-home assessment was incorrect is not our responsibility - one of the reasons we chose this company was because this service was offered, and we assumed that would guarantee a correct estimate of our belongings versus us just listing things over the phone. The 4' trailer we initially rented was as a backup in case we needed extra space for the items we knew could not go in the moving truck -- cleaning supplies, perishable food items, and live plants. If our truck has broken down hauling those things in a smaller trailer, we could have simply thrown the items out, and towed the trailer to whatever local Uhaul dealership was closest. There was a Uhaul facility 11 miles from where our vehicle broke down; a tow to that facility would have cost $55. Because our trailer was filled instead with all of the items that should have been on the moving truck--several furniture items, boxes of clothing, electronics, etc, we did not have the option to simply throw them away and leave the trailer locally. Instead, we were forced to pay the cost to have that trailer towed to North Carolina. On top of that, the trailers weight was obviously much higher than what would have been in our 4' trailer, and contributed to us getting 6-8 miles per gallon during our drive. We believe that if Moving Ahead Services is indeed a company who prides itself on doing the right thing, they will recognize that the costs of the towing the trailer ($1355 in total), the extra expense of gas, the additional cost of the larger trailers and the damages to our property due to poor handling and improper protection are ALL their responsibility, as none of these costs would have been incurred if the company had simply been prepared with a truck or trucks large enough to transport the property which was, again, personally assessed by a member of their team. 

  
  Regards,
  
  Meghan Skotnicki
  
  
  
  
   

  

  Business response

  09/08/2021

  ******* please visit ***PROS.ORG and click the "Register to File Your Claim" button to continue with your claim.

  
  Thank you,

*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. ↩